Move was scheduled for 9am, I received a call shortly after 9 from the receptionist saying that they were delayed due to the rain (even tho it didn’t rain until later on that day) and that they were loading the trucks and heading my way. An hour later at 10:15am I called back as they had not arrived nor did I get a message saying there were en route and spoke with the owner who told me that it was not a “rain” delay but that someone called out and they had to wait on someone to come in, and did not offer any sort of compensation for the inconvenience of being so late or the lie the receptionist told me. So the day started out with a lie trying to cover themselves rather than just being upfront from the beginning. The movers finally arrived at 11:17am, 2 hrs and 15 min late. I had the apartment completely prepped and ready so all they had to do was grab and go. ( I worked for two men and a truck for 5 years and even worked my way up to
Operations manager, so I know how to move effectively as well as prep better than any mover could ask for.) the movers were slow dragged their feet and just simply took forever. It was a first floor apartment. Finally after 3 hrs they were loaded and from the look of the truck they did not know how to properly load and pack a truck (must of been new my guess neither of them knew what was going on.) we arrived at the storage unit that was only 2 miles away. When they arrived we all noticed how they reeked of weed. The storage unit was on the 4th floor but there was a freight elevator. When they started trying to pack the unit I noticed that they were putting things in that could not be stacked upon and simply floor loading from the start. It was at this time I knew I needed to step in and pack the unit myself or it would have been sloppy and not fit. They did not work well as a team. In the end it took them 5 hrs and 45 min for a job that should have only take 3.5-4 hrs max! They left finished roles of stretch wrap and tape and tape rolls in my apartment did not clean up well and did the same at the storage unit which I had to clean. So in the end, arrived over 2 hrs late no sort of sorry or compensation, lazy workers who drug the job out, I had to pack the unit myself due to their inexperience, did not clean up after themselves and overall just a horrible experience I have ever witnessed while moving all while having to pay them top dollar. I would never recommend them nor will I ever have them do another move for me. Stick with Two Men and A Truck for dependability, accountability and a place that does drug and background checks on their employees so you get the best movers and pain free moving. Today was a disaster and that’s putting it Nicley.
Response from the owner · a month ago
Nathan, thank you for taking the time to share such a detailed account of your experience. As the owner of 904 Movers, I take feedback like this seriously, especially when a customer feels that the service they received fell short of their expectations.
First, I sincerely apologize for the delayed arrival and the conflicting explanations you received regarding the cause. Regardless of the circumstances that led to the delay, you deserved timely and accurate communication. We experienced an unexpected staffing issue that morning, something that can occasionally happen in any service business. Once we became aware of the situation, we took steps to address it and arrange for your crew to arrive. Throughout the delay, our office remained available, and every call you placed to us was answered. Nevertheless, I understand how frustrating it must have been to have everything prepared for a 9 AM start only to have the crew arrive more than two hours later.
I would also like to clarify an important detail regarding the duration of your move. Your written estimate projected approximately 5 hours and 45 minutes to complete the service, and the actual move was completed in exactly that amount of time. While I understand you personally believed the move should have taken between 3.5 and 4 hours, the time required was consistent with the estimate provided before your moving day. I believe this distinction is important, particularly given your concern that the crew intentionally prolonged the job.
I recognize that you have extensive experience in the moving industry, and I genuinely respect that. Having worked in this industry for many years myself, I have observed different techniques, loading methods, and approaches to completing moves, even among experienced professionals within the same company. A different method does not necessarily mean an incorrect or inferior method. Ultimately, the most important measure of a successful relocation is that the customer’s belongings are transported and delivered safely, without damage, and that is what our crew accomplished during your move.
That being said, I am concerned by your comments regarding the crew’s professionalism, organization of the storage unit, and failure to clean up after completing the job. These are all areas where I expect professionalism and attention to detail. Your concerns regarding the crew’s conduct are particularly serious, and I do not take those allegations lightly.
I also want to mention that we did not receive any calls during the move or after its completion regarding dissatisfaction with the service or a request for assistance in resolving these concerns. Had these issues been brought to our attention, I would have welcomed the opportunity to address them directly. Customer service does not end when the moving truck leaves, and I always encourage customers to contact me or my office whenever something does not meet their expectations.
I take personal responsibility for the standards of service provided under the 904 Movers name. While I believe it is important to clarify the facts surrounding the estimated time, the completed service, and our communication throughout the day, I also recognize that your overall experience did not meet your expectations. Your feedback highlights areas that deserve our attention, particularly regarding communication and the customer experience.
Nathan, I am genuinely sorry that your moving day left you feeling this way. I appreciate you bringing these concerns to my attention and would welcome the opportunity to discuss your experience directly, review the circumstances of your move, and determine whether an appropriate resolution is warranted.
Thank you again for your candid feedback.
