My email about my move:
“Well, to be honest, we're not totally thrilled with how everything went at all. Our movers were supposed to be there at 9:30am and did not arrive until 2:00pm.
I understand that you were waiting on the trailer to tow our car and that there was a problem that you considered outside of your control. However, looking at the situation objectively, it seems like there were many alternatives to being so late. Couldn't you have brought the moving truck to our house and started loading at 9:30am then allowed someone else to bring the trailer later? Was there no other trailer anywhere else in Austin that you could have used?
Also, I was a little shocked about the attitude regarding being so late. At first, when I called, mostly you talked about how frustrating it was for you to wait. Well, it was very frustrating for us, and you didn't acknowledge that until I pointed it out. It's your responsibility to get the trailer and be there on time. When all of this was happening, you would think that there would be profuse apologies, not statements about how hard this would be on your guys (the movers). Your moving guys also didn't apologize when they arrived.
Once I complained, a free hotel was offered, but that really didn't mean much. We had planned to leave Bastrop around 1pm at the latest and then drive to Borger, staying at a hotel room there over night. As we weren't even able to start driving until 5pm, that plan became impossible. We would not have reached Borger until 3am at the absolute earliest, and that would be without stopping at all (placing true arrival time a little closer to 4am). So, we decided to stop in Childress instead. That meant canceling our hotel in Borger at the last minute, which meant losing about $100 (last minute cancellations means the hotel still collects the fee). So, our "free" hotel basically just replaced the money that we lost by having to cancel our original hotel in Borger.
Had we been able to leave Bastrop around 1pm as planned, we would have arrived in Borger at 12am, allowing us a full night's rest before meeting our landlord at 8:30am and allowing the movers in at 9am. Instead, my husband and I did not arrive in Childress until 2am, with a 2.5hr drive ahead of us the next day. This was hugely problematic for me. Originally, we should have been waking up in Borger on Friday. I had planned on this for several reasons, including a scheduled time to meet our landlord. Oh, yeah, and signing paperwork for my job, which started Monday. I had to reschedule with everyone.
Even though it was basically your company's fault, your movers were reluctant to change the original planned time to start unloading into our new house. We went to sleep in Childress at 3am and woke up at 9am, leaving at 10:30am. Your movers left sooner than that. Luckily, our landlord agreed to meet them at the house and let them in ahead of us. When we got to the house, approximately 1.5hrs after the movers, they were finishing up with the unpacking.
I will say, both times, the movers were very fast with the loading and unloading and were polite. Of course, in their rush, they did break the glass cover on one of our tables. We were told that we could go out, buy a new piece of glass, and then send you the bill, which we haven't quite had the time to do yet. Really, I have to say my primary complaint is that when we got to our new house, our stuff was absolutely everywhere with no logical reasoning. Correct me if I'm wrong, but I though most movers will put your refrigerator in your kitchen, not leave it in your garage. There's a lot of stuff in our garage that obviously doesn't go there that we now have to move into our house. Boxes clearly marked "plates" were in the bedrooms. ..."
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