To start off I do not trust this company at all. I have reached out to them numerous times but they are not responding or taking my call to resolve our pending issue. Still waiting for a response from either Kate, Justin or Oliver. Long story short, they showed up late, charged me for time when they stopped working (were off site as well and this was caused because they showed up late), and finally caused damage to my wall. Not a fun experience at all!
After booking with this company with Justin where he assured me his teams show up without deposit and inferred that they were more reliable than other companies I was proven otherwise. We lived in a condo where the elevator had strict booking rules. This was informed to the company numerous times that I had let the company know that we only get the elevator from 9:00am to 12:00pm. On the day of the move, as they were late I tried to reach out to their customer service but no answer, similarly I reached out to Justin through Homestars and no answer either. The team showed up at 9:50 am when their start time had been 8:45am (1Hr 5 Min LATE). This meant the team had less than 2 hours to load the truck, as there was another booking at 12:00 pm we could not book the elevator again until 3:00pm. Due to this, the team decided to stop working and resume when the elevator was free again considering they did not finish. They told us they would be off the clock from 12:30 to 2:30. Therefore, in the morning, they only worked 2 hours and 40 minutes of work time from 9:50 to 12:30. Subsequently they were working once again from 2:30 to 8:45pm which is another 6 hours 15 min. Thus, in total they had only worked 8 hours and 55 minutes for the day. As per their manager, Oliver, he stated that the team had worked 11 hours. He then indicated we had to split the difference as he claimed that they had the right to be an hour late. I was not able to locate this clause within our contract. I don’t recall seeing this as part of their terms and conditions which they have yet to point out to me is there. I was charged for 10 hours as their manager felt the company was entitled to hours not worked. Had I known that we would have to split the difference, I would have made sure that the crew kept on working by wrapping some furniture or moving boxes into the hallway ready to move etc as there was still lots to be done. We only agreed to pay the amount demanded at that time because it was getting late and the movers would not leave otherwise.
The team did not appear to be working with any urgency until the very end when it was getting late and you could tell they wanted to get home at which point, boxes which were labelled to go to a specific room were just left in the basement common area.
There was one staff who did not wear PPE consistently which was concerning at times as we understood it would be a requirement. Further, I had seen this staff smoke in the truck where and I did see him smoking in the truck where our furniture/boxes were. Luckily, I did not get the scent of smoke on our stuff so it's not an issue there but I'm surprised he was smoking there.
Also, we had a bit of damage done to our walls from the move which pictures were sent to them via email on June 16, 2021 but no response to date.
I do not agree that I had to pay for the staff's time off during the two hours which I had them indicate on the invoice/contract that I signed. As such I am very disappointed with this service as there have been such positive reviews otherwise on Homestars and I felt as though Justin (who I originally spoke with) gave me a sense of true customer service. Generally, I have no issues in paying for time worked but it's just wrong when you want me to cover time where the team stopped working completely and were not even on site. Since my move date on June 14, I have tried contacting them numerous times. I would speak to a customer service representative named Kate who ensured me that Sr. management was looking at this. After taking me call the first day or so, I cannot get through using my number. Seems like they have blocked me. I had also sent an email to them outlining the issue we had and no response from Oliver, Justin or Kate. I do not recommend them.