4 Jun 2022 · MoveAdvisor
1.0 out of 51.0
Did an in town move, 5 miles away. Disappointed in service and subsequent responsiveness.
Was moving from a 4700 sq ft home. I asked for and was told I would have a full service move - packing, move, and unpacking.
On packing day only 2 guys showed up. They worked slowly and it was too much for only 2 guys. Later in the day a third person showed up. But after a full day at an hourly rate not even half the house was packed. The next day 4 guys showed up with 2 more for part of the day. Because they were understaffed and they underestimated the work there were a number of problems.
1. Packing was very disorganized. Things were just thrown into random boxes. A bag of garbage was packed into a box and transported to the new house. A couple boxes that were clearly marked ‘garbage’ were loaded into a truck and transported to the new house. I ended up packing the entire pantry and half the kitchen myself because there wasn’t enough time for the crew to do it themselves.
When they packed our wardrobe from the closets the clothes were thrown into a giant box, suits were not hung, but all crumpled at the bottom of a box with other things piled on top.
2. Missing items. Hardware for a peloton bike was lost, as was hardware for a crib and bed. I ultimately found the hardware for the crib and bed back at the original house on the floor. A $400 speaker has also gone “missing.” I’ve been told I will be reimbursed based on the weight, not value of the speaker. I’ve attempted to communicate with the claims department and they have not responded to my emails. I have left a message for the manager to call me back about the speaker specifically and have not received a call back after 3 days. Apparently the contract I signed indicates that I agreed to the reimbursement by weight, which in retrospect I did. But there was no explanation of the options available. It also seems odd that it wasn’t a whole box of things that went missing, but a single portable Sonos speaker.
Also, they disassembled lamps to move, but left parts of the lamps necessary to reassemble them at the old house. I had to go back and search for them there.
3. Incomplete services. The movers finished moving things into the new house at 11:30pm on day #2. They did not assist with unpacking as was initially requested. I had to reassemble a bed myself, and the crib myself. I had to reassemble the peloton bike after purchasing the lost hardware.
Many boxes were unlabeled and so made unpacking even more difficult as we were opening random boxes that were in random rooms.
We wanted certain things to go to a storage unit. Despite clearly indicating/marking what these things were they still moved these to the new house. I subsequently had to move these myself to the storage unit.
When I initially called to discuss these issues, they were responsive and did agree that they underestimated the job and made mistakes. I was offered an approximately $350 refund off the nearly $6000 cost to move 5 miles away and a discount on a future move. I feel that if they were better staffed on the first day, the move would have been more organized, efficient, and less costly. Since the initial call, my requests for information regarding follow up on the claim for the missing speaker have gone unanswered. They were unanswered by Logan in the claims department and my calls have not been returned by Bradley either.
On the second day, one of the managers came by in the morning to check the progress and basically told the team to put their heads and pack as quickly as possible. The workers were nice and kind and doing the best they could, but had even commented that this move was not appropriately planned for and that this was not the first time.
Based on this experience I do not think I will use Jaguar moving again and cannot recommend their services in the future.
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