Good move, poor communication
We booked our move with this company on July 26. On August 13 I called to confirm and our representative assured me that we were set. She was confused that we hadn't received confirmation and said she would look into it. I did not hear back from her.
On August 16 no movers arrived and I called at 9:55AM. The office knew nothing about us. I was told I'd receive a call back in 10min. After no call back, I called again at 10:28AM. Again I was told I’d receive a call back in 10min. I received no call back. I called again at 11:18AM and spoke to someone else. She said they had lost our paperwork and were organizing a truck and would have a crew at my house in about an hour.
At 12:44PM the crew called to say they would arrive at 1:30PM. An hour after they were to be there and 4 hours after the original time. The crew arrived at 1:30PM and from there the move proceeded smoothly. The company provided a discount of 1 hour.
After the move I received no further communication until I sent an email. I did receive an apology call from our representative but no explanation as to what had happened. The fact that they had lost our paperwork only came after I sent another follow up email to the CEO. He was apologetic. This doesn’t seem to be the way they normally do business but it was our experience.