You Move Me Toronto/Gta

Moving & Storage
Etobicoke ON M9W 1R2
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HomeStars  >  Moving & Storage in Toronto  >  You Move Me Toronto/Gta  >  Communication is key
I&S In T.O
I&S In T.O
4 reviews Toronto, ON
7/10

Communication is key

Moving & Storage review in Toronto

The test of how well management responds to an issue and complain can tell a lot about how a company and its commitment to service. The management team of You Move Me showed me that they are committed to keeping clients (and in my case – someone who wanted to be a client but did not get a chance to be) happy. The situation started when I tried to book a move with You Move Me. Between a glowing recommendation from my brother, and their clever marketing (free moving box on the door step) I tried to book a consultation walk through. After a bit of back and forth trying to figure out a good time to do the walk through. I did not hear anything from the YMM team. Knowing we all forget things, I tried to call them back – things progressed – and then radio silence again. At this point the move date was approaching, and I couldn’t afford to wait any longer and picked another moving company (Oh and what a disaster that was). Not happy about the way things were handled by YMM, I decided to get in touch with the management team to at least inform them of what happened, and how for a company (and its sister companies) that pride themselves on customer service, this one was lacking. The owner, Kelly was straight up apologetic. He indicated that there were some internal issues and that they dropped the ball on this and they really wanted to make it up. My concern was just to let him know what happened and hopefully it won’t happen to other customers. If a short email can help a small company fix issues then I feel like I have done my part. Kelly was on the ball indicating how he would make sure that issues like this don’t happen again. At the end of the day it’s all about communication – either from the staff, or in this case, the owner. When the staff fell down, the owners stepped up and helped remedy what was going to be a negative experience. Unfortunately, I did not use YMM for my move. Would I use them next time? I would definitely give them another shot, they treated someone who wasnt even a customer with great customer service. However, with all the drama with my recent move (and the staggering home prices in Toronto) – I think I may be staying just where I am!

Approximate cost of services:
$0.00
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Company Response

Hello I&S - my name is Ashton, I am one of the owners of You Move Me Toronto and am incredibly dismayed after reading about your experience with my Team. Our goal is to be the Customer Experience leader within the local moving space, and we clearly failed here. If you don't mind, I will reach out to you today to see how I may be able to help at this juncture. Thanks for taking the time to share.

Previous versions of this review:

I&S In T.O
I&S In T.O
4 reviews Toronto, ON
0/10

Off to a bad start - maybe they will redeem

Moving & Storage review in Toronto

UPDATE: For average service I typically do not write reviews. I will do so for either spectacular performance or horrid performance. To either praise the company or to help a company fix thier problems - espeically if it is systemic. So when the owner of YMM called me up after my review it showed me that they take these type of issues seriously - as oppsed to just trying to bury the negative review. While he explained why my situation happened, at the end of the day he just admitted they just screwed up - and it is not the way they want to conduct business.

For situations like below - communication is the key - if they had just let me know by email/phone/pony express - this situation would not have irked me so much, and i would have just moved on.

I respect the owners (and not just some poor customer service employee) for reaching out and discuss what happened and try to remedy the situation. So they did moved me - to maybe giving them another chance on my next move! (Which will be never because between packing and GTA home prices - I am never moving again! Which is the same thing i about drinking tequila!)

Original Post: Having received thier great marketing (free box) on our front porch, along with a recommendation from my brother, I thought i would go to the website to get an estimate. The esimate came in at a very fair price.
The next day i received a call from one of thier support staff about giving me a more accurate quote. I took them up on this. This is where everything went down hill rapidly.
The revised quote was over double what the website said. This was shocking. I would assume that they put in some reasonable assumptions and then just tweak the quote. NOT DOUBLE IT!

I told them I was not happy with the quote, so they had a local rep call me - Megan. This time I requested an in-person walk through. She emailed me a time that did not work. I emailed her a number of different options of times that would work. I got no response for close to a week.

Time was now running out, so i decided to give them one more chance- I gave Megan a call about scheduling a time. She apologized for not returning my 2 emails. On the phone I gave her a wide variety of times that someone would be home for the walk through - She said she would call me back that day....that was 6 days ago.

In the mean time - i have booked another mover and will NEVER recommend You Move Me. Actually they did move me - move to to write about my HORRID experience. Why a company would flatly ignore a customer - i do not understand.

I do not understand how such a large company (which includes brands such as the large well known Junk roval company and a new 1 day painting company) who pride itself on customer service could have screwed this up SOOO bad. I think i would prefer to use one of the shady movers who hold my furniture hostage than You Move Me.

Approximate cost of services:
$0.00