Let me start by saying that the positive aspects of my experience were (1)ease with which I reached a representative and (2)simpicity of transaction. Also, the moving crew arrived on time ready to work. Therefore, I must give them credit for that.
However, during the move, we were told that many items would not be moved because the condition of the items was "not sanitary." Alex, whom I spoke with several times, told me the condition of the house presented a hazardous work environment. Admittedly, there are pets involved. Therefore, I cannot be upset that Alex and his crew thought the house needed cleaning prior to a move being schedule. My complaint, which I expressed without much receptivity from Alex, is that this was not communicated at any point during the transaction. There is no contract process, and at no point during the negotiations did they tell us they have a right to refuse service for any reason - let alone "unsanitary" conditions. According to Alex, "something things shouldn't have to be said." I find that reply very condescending, insulting and unprofessional. If you are going to refuse service - or to complete the service - a reason should be provided PRIOR to beginning the job. This should have come up during our initial conversation. I have no way of knowing what they consider an "unsanitary" work environment. I am surprised that every time they move tenants, they are met with a spotless environment.
Again, I am not in disagreement that they should not have to work in 'unsafe' conditions. But they need to work on a contract that clearly states this and be more receptive of feedback from customers. Alex was very dismissive of my concerns, which was regretful because until that point, we worked well together.
It's a shame that they offer great pricing but poor customer service.