13 Oct 2020 · MoveAdvisor
1.0 out of 51.0
My husband and I had an excellent experience with OO Movers 6 years ago. They were punctual, professional and efficient. We trusted the movers with the care of our furniture and belongings. We have recommended them to many friends and family members in the past.
Unfortunately, our experience with them this year has been the exact opposite. On the day of our move, I received a text message informing me that they would be arriving late, which was understandable and I appreciated the heads up. When they pulled up, one of the two men was wearing a mask however he removed it within 5 minutes. Halfway through the move, he began coughing and sneezing which I dismissed as possible allergies from the dust. I kept my distance as much as possible. The men then mentioned that they had been informed that this was a “small move” and that it could have been a one person job. Clearly, it was not. When I booked via phone with Sandy, I gave her a list of all of our belongings, and when I received the confirmation it was labelled as a “large move”. The way they spoke made me feel like I had booked the move wrong and I felt bad for the amount of work that they had. I believe it would have been much more efficient if 3 people were booked for our job. I mentioned this to Mike from the moving team as it happened, and Sandy from customer service the day after.
Everyone knows that moves are stressful as it is. I was the only one at the house as my husband was also taking loads in his car to the new house, so I was directing the movers while also trying to organize and load my own car. Throughout the day, I heard our furniture being dropped, placed down heavily, while the movers were acting unprofessionally (swearing, laughing, etc.) While this concerned me in the moment, I was overwhelmed and did not notice any visible damage. When it was time to go to the next address, they didn’t have it noted so I texted them and met them there.
It was dark by the time they were unloading so I volunteered to hold up a flashlight for them as the light in their truck was burnt out. Since they had been working all day, we moved the patio furniture ourselves to the backyard in an effort to help them out. When the move was complete, I was instructed to pay via credit card over the phone with A.J. on speakerphone. A referral discount that I had spoken to Sandy about previously had not been applied. When I was looking for an email on my phone, A.J. said to the mover “I heard you were sick, are you feeling better?” and they continued to talk about how he had been to the hospital and that “he didn’t have COVID”. This was extremely unprofessional and it made my husband and I speechless and uncomfortable. I paid over $800 for the move and tipped both movers via e-transfer.
While we were trying to process what happened that day, we looked over our furniture and found that several items had been damaged. Our TV screen was popped out, the back of our couch was frayed, two desks were scratched along with our bed frame and kitchen island. I have had to repeatedly call Sandy & Mike to follow up regarding receiving an itemized receipt for the move along with the referral discount (which was finally emailed to me 4 days later) and to explain our terrible experience. After sending photos to Sandy, she directed me to Mike, and he said that a supervisor will come to our house to assess the damage. If I wanted to discuss any sort of refund, I was to talk to Sandy. While I understand company policies, I cannot fathom how I paid that amount of money for the quality of service we received. Upon attempting to discuss some sort of refund or compensation with Sandy, she explained that she was the only person I could talk to, “the owner is never here” and even if she felt the need to refund us, it “wouldn’t even make it to accounting”. I feel that I have been extremely understanding during this whole situation, and no effort has been made to make up for what we have experienced.
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