I had high expectations after reading so many great reviews. The move-out went well but unfortunately the quality of service deteriorated in the second half of the journey.
The process started off great. It was a long distance move from Toronto to Vancouver and I was nervous about moving my belongings across the country for the first time. John gave me a great price and was very responsive in his communication with me and took the time to answer all of my questions and worries. The day of my move-out went well, the team was friendly and professional and ensured my belongings were safe and protected.
However once the team switched hands to another team for the journey to Vancouver, I felt the level of service had deteriorated. I had requested multple times for them to provide me with a few days notice for when the movers would arrive in Vancouver because the condo I live at requires at least 72 hours notice to book the elevator. John had provided me an esimated window of five days for when the movers would arrive however I wanted a specific date as I can only book the elevator for a single day. It was a bit frustrating that my request for a specific move in date was seemingly ignored.
I was suprised to receive a phone call yesterday that the team had arrived in Vancouver and requested to move my belongings that day or the next. It took some scrambling but luckily I was able to book an elevator for today's move.
The team arrived, looking understandably tired from the long drive, but I just expected someone to at least greet me by my name. The greeting I received was "are you the one moving from Toronto to Vancouver?" It wasn't the same level of excellent customer service that I had recieved in Toronto.
The movers moved my belongings successfully into my condo but unfortuantely when they backed their truck into the loading area, they broke the garage sensor which I am now being charged for. When I texted the driver to let him know, he apologized but did not offer to provide compensation for the damages. I have contacted John about the incident and am awaiting a response. On the brightside, my belongings all arrived in Vancouver undamaged so I am happy about that.
[Update: 09/28/2020]: John reached out and confirmed that he would be paying for the sensor which I greatly appreciated. However it's been five days since I sent the invoice and he has not responded and I am starting to wonder if he will be true to his word. I am quite frustrated that I am quick to respond to his messages however I have not been given the same level of courtesy.