Business ProfileforThe Move Crew, LLC

NARRATIVE I hired The Move Crew to move me into a one bedroom apartment on 4/5/2021. One of the things I needed most was my iPad(s). I looked thru every box and it was clear that I was missing that box-the one with my iPads! (I had 2 of them) The next day I called The Move Crew and asked them if it was possible that a box was left on the truck. It was a pretty big truck! Much bigger than they needed to move me. He shrugged me off and said not possible and that was that. The next day I was getting pretty settled in and started hanging pictures and realized I was missing 2 pictures! Rather large pictures! Well I didn’t want to be dismissed again, so at 12:30 in the morning I drove to my house, looked all over and made sure they still weren’t hanging there or sitting somewhere and they weren’t. Well the next day a couple friends stopped by and I gave them a key to my house and they were going to go thru a bunch of stuff I had in my basement to see what would be good for charity. Then I called The Move Crew and said, “Hi it’s the guy with the missing iPads! Guess what? I’m also missing 2 rather large wall hanging pictures!” She didn’t sound surprised or anything. She just said that she’ll have a manager call me back. About 4:00 that afternoon with my two friends still in my house my phone rings. One of them says “Stacy, you’ll never guess what I’m looking at!” I was like “What?” She said “Your pictures are still hanging on the wall in your bedroom!” I was INSTANTLY fuming. I knew they had snuck in while my friends were in the basement and rehung up those pictures instead of just admitting they were in the truck. And if they’ll go that far to hide a simple mistake that would’ve been easily forgiven, what would they do with a box with 2 iPads in it that they dismissed so easily. I let it go, but then just yesterday I saw that there was a phone number attached to my old iPad which gave me hope that maybe we could link the new ‘owner’ to The Move Crew. It’s an Arizona area code. Oh also I made a police report, the police called them and their answer? We move a lot of people. !! So how many clients do they have that complain of lost boxes!? Unreal and so sad. I was hoping the police report would move them to refund me my money and apologize for all the trouble so I wouldn’t have to report them to the BBB and to the AG like the police officer strongly suggested. But nope, so here I am.

This client contacted us via phone on April 7th to notify us that he was missing a box with two iPads, and requested that we check the truck to see if it was left there. Our office manager who took the call obliged and communicated the situation to our operations manager, who then checked the truck - there was no box found there. At the end of each day our trucks are cleaned, organized, and resupplied. This client’s move was the only job of the day on April 5th for that particular crew. A box would have been easily found by the crew, in which case we would have notified the customer and scheduled a time to return it to him. Upon completion of each job, the customer is asked to go through a customer checklist. Among the items included in this checklist, one asks that the customer has reviewed the back of our truck to verify that none of their items have been forgotten on the truck. This customer initialed that section of his checklist, and signed this document. Regarding the artwork - any large prints left on the truck certainly would not have been missed at the end-of-day clean-up, even if they had somehow been missed by the customer during his review of the truck while performing the customer checklist. This customer’s crew indicates that they were not asked to transport any artwork while servicing this move, as such there was never artwork on the truck to have been left in it. On the day that we allegedly snuck into his former home while it was occupied by his friends and rehung this artwork, April 9th (the date of his second call), all three crew members were on duty with us and on jobs, two were out of state. This would have left little opportunity to wait for the perfect moment to sneak into your old home to re-hang artwork simply to avoid a quick phone call and short drive to deliver forgotten artwork back to you in person, as we would have done. Your friend may have explained this perfectly when she said “Your pictures are STILL hanging on the wall in your bedroom!” There is no reason to believe they ever left that wall. On a more personal note - as a business owner, it is disheartening to read such an array of allegations made towards my crew. We started this company with the goal of running an honest business and doing right by our customers. We’ve obviously made mistakes in our years in business, but we’ve always believed in doing what is necessary to make up for them. The thing is, we make these decisions and corrections based on fact. On the rare occasion that something is left on a truck, we find it and we return it to the customer. If we cause a damage, we find out how it happened so we can learn from it, and we fix that damage. These are the facts of this situation as we have them: 1) The three crew members that serviced your move are some of our longest tenured employees. They are people I would readily trust in my own home, and all three have been working hard for us for many years without accusations. 2) At no point did we find a box or any artwork on the truck that was used to service this customer’s move. The crew returned to the shop after departing from the unload, reset and cleaned the truck, and did not find any of the customer’s belongings left on it. We also checked the cab-facing cameras in that truck, there were never any boxes, iPads, or artwork placed in the cab of the truck. 3) Our movers do not remove artwork hanging from walls unless explicitly asked to by a customer, the crew was not asked to move any artwork, and your friend found the artwork hanging on the wall, from this we might conclude that they were never moved by our crew. 4) The crew members who performed your move were on jobs the day it was suggested by this customer they snuck into your home to re-hang artwork. Unless it was meant to imply that we, as a company, are so afraid of admitting to a simple mistake that we coordinated some kind of home invasion scheme amongst other employees to rehang the artwork, those crew members would not have been around in the timeframe described that the rehanging allegedly occurred. 5) Two members of the crew remember specifically that you were on your iPad while they were packing/moving your belongings, they did not remove it from your hands to put it in a box. 6) The customer says in their review “I let it go, but then just yesterday I saw that there was a phone number attached to my old iPad which gave me hope that maybe we could link the new ‘owner’ to The Move Crew. It’s an Arizona area code.” We have no employees with Arizona phone numbers. 7) Apple builds a number of anti-theft and tracking features into their devices - especially those enabled with a wireless carrier. Rather than use Find my iPhone to locate the device or provide this information to the police, the customer filed a report immediately accusing our employees of theft without evidence. 8) The customer says in their review “I was hoping the police report would move them to refund me my money and apologize for all the trouble so I wouldn’t have to report them to the BBB and to the AG like the police officer strongly suggested. But nope, so here I am.” At no point has the customer asked to file a claim with our insurance, or pursued reimbursement for missing iPads. This customer has clearly admitted in their review that they filed a police report, and are now filing complaints with BBB and the attorney general’s office, in an effort to pressure us to refund the money they paid for their move. This amounts to extortion - it is not seeking resolution for items that are allegedly missing. The facts do not match the accusations being made in this review. Upon being made aware of the allegations, the crew members were shocked as they felt that the customer had a good experience and the move was performed with friendly conversation with all those involved. There was no reason to believe that the move had been performed in any way other than satisfactorily. We are a small business, built from scratch. In that spirit, we employ hard working, honest employees from management to mover. If there were to be evidence that any of our crew members were guilty of wrongdoing we would seek that out based on evidence, however none has been presented. Everything in this review runs contrary to the way we run our business. A customer blatantly admitting to not wanting to pay for their move in their negative review does not justify that negative review, and I contest it wholeheartedly.

This is so very sad. I know nothing will come of this because the owners are very good liars. I have never filed a complaint here before and really didn’t want to but I feel that others need to be warned about this company. I had no problem with the 3 movers. They were nice guys and they worked hard! That’s why I tipped them $100. I was never told or asked to look thru the truck so that’s a lie. Also if they were to ask one of the guys that were there, the guy that actually removed the artwork from my bedroom, he said he liked them and I told him that my dad actually painted them and that there was actually a third painting in the set that was in the other bedroom. So they made sure to get that one too! They also took down the artwork that was in my living room and back on my fireplace. So not taking artwork is another lie. When I was in my new place, it was easy to see that there was not 3 paintings in the set but only the one. Somehow those two paintings made it back to my bedroom. So that’s another lie. And yes I was on one of my iPads till it was close to the end and there was a box on my coffee table that was almost full. This was not a large box at all. I laid the two iPads right on top and closed the box and asked them to tape it up and then take it, which they did. As far as offering to pay for a new iPad and whatever else might have been in that box, thru their insurance?? WOW, that is called good customer service! But I never did get that kind of call. When I was told that she would have a manager call me? Where was that call? Another lie! I have done nothing but tell the truth about this company. I want nothing from them. I just want to warn others how dishonest they are. They certainly DO NOT deserve an A+ rating from here. That would be a total disservice. There are too many other movers that are without a doubt so much better.