Business ProfileforCome and Take It Moving

This was a disaster from start to finish. First, they never called to confirm the move as they said they would. The driver called the night before the move to ask what time I wanted him there, I said 9am, he asked if we could make it 9:30am, I said just make it 10am to give you a little extra time. At 10:20 the day of the move I have heard nothing from him, I called but his vm was full, he calls his helper (who did show up on time) at 11am and says he is on his way, he had slept in. He calls 45 minutes later and says he will be there in 3-4 minutes, 15 minutes later I call him to ask where he is, he says he is in *************...he drove right past San ****** and was lost. He finally shows up at 12:30pm. The driver opens the trailer and there is packing material scattered all over the trailer, he kicks it around to get it out of the way and starts to load while the packing material starts to blow out of the trailer and all around the storage unit parking lot and they made no attempt to pick up this trash. At the new house they chipped off the new epoxy coating on stairs in the garage and scratched the interior first floor epoxy coating by moving a refrigerator. The last item to move was a 4'x7' half inch thick glass dining room table. I informed them of this heavy item, they simply told me they could move it. They get this just into the doorway then drop the glass table and break it to bits. Unfortunately, the helper cut his arm severely and I had to call 911, the ambulance took him away to get 21 stitches, he is doing good now. Days later, the manager of the storge unit informs me the movers threw their trash over the perimeter fence into a wooded area. I filed a claim for the broken glass table and damaged flooring and they are offering a fraction of what it will cost to fix the damage tile floor and replace the glass table. Beware of this company as they promise a professional move but they are anything but that...find another mover is my suggestion!

Hello sir.   

Thank you for sharing your experience.  We appreciate all input, good or bad.   We're sad you feel this way about our company.  

Although, we don't believe that this is a fair characterization of our organization as a whole and not representative of our continued reputation of serving our community since 2012, we will attempt to address your concerns as concisely as possible.   
We have and always will put forth every effort to gain understanding and maintain integrity. 

First and foremost, as your driver is relatively new to our company and not familiar with routes outside of the Austin **** or all of our practices and procedures.  We have taken this opportunity to reeducate and remind him of the level of standard that we expect from our crew leaders.  He has taken it to heart, and has shown quite a bit of improvement with his communication since.

Our records and call logs do indicate that the driver did in fact call the day before the move to confirm.  This is seemingly confirmed by you in this very review, immediately following your statement that he did not.     However, he certainly could have given a more realistic expectation for an arrival time the following day.   That, coupled with a navigational error the morning of, did in fact cause him to be delayed 1.5 hrs outside of his slated arrival window of 9-11am.   We apologize if this caused you an inconvenience.

Additionally, we have reached out to the Storage Facility and spoken to the manager about the less than courteous and improper discarding of refuse.   They were very gracious in their response and were insured that this is not standard practice or procedure. 

Unfortunately, the dimensions of the table in question were not fully divulged during booking and our coordinator was led to believe that this was an average sized glass top, and not a 275lb 4'x7'x0.5" monster.   If the sheer mass of the item was divulged during booking, any moving company would have required 3 men to be on the ************ your team a fair opportunity to manage this piece adequately and subsequently resulting in no damage and no injury to our crew.   Also, a $300 Bulk Item Charge would have been assessed, as it clearly states in all of our email correspondence to you prior to booking.

It does seem that what you are most upset about is "Your Rights and Responsibilities When Moving in *****", which is given to you in your confirmation email and every client is afforded.   These are the legally binding obligations that all moving companies are bound by.   In the case of physical damage to cargo, a moving company's obligation is $0.60 per lb per article.

If you would have been charged for the Bulk Item, we would have returned that cost to you as well as offered our obligatory compensation.   Instead, the driver gave you a concession and did not charge you for it, and you were offered $375 for the unfortunate damage, which is well beyond (2.5x) the $0.60 per lb per item that we are required to cover.   

Unfortunately, no moving company offers Full Replacement Value without first collecting a significant premium on top of your overall move cost.   We are sorry that you are displeased with the very standard terms and conditions of the contract that you signed, agreed and entered into.     

You have declined our more than fair settlement and have not submitted any other counter or attempted any other amicable solution.   Instead, it seems that you are satisfied to visit multiple platforms to  attempt to destroy our stellar reputation that we have worked very hard to maintain over the past 13yrs.--

We think that it speaks volumes that over the years we have acquired 100's of 5-star reviews and have only received a very small handful of 1-star reviews.--

Again, we apologize for the delay and unfortunate damage.   We wish you the very best and we stand by for any further communication you would like to have with us.