Aaron Bros Moving System, Inc.

Business reply on Google

Ms. Walker, when you called to schedule your move, you received an email and a quote based upon the inventory, that you provided during your conversation with the young man that ultimately performed your move. Based upon that inventory you were told the move could be completed within 3 -5 hours, you agreed to that timeline and scheduled the service. Upon arrival the young man that originally scheduled the service performed a walk thru prior to starting the job and based upon what he saw informed you that due to the differences between the inventory you provided over the phone and what you and your husband identified as needing to be move that the service would be completed within 5 hours. The estimate was updated and signed by you. The actual move was completed within 4 hours and 45 minutes, the refrigerator was not placed in your home because it would not fit through the doors, you asked us to place it in the garage, but your car was blocking the garage entrance and was not in working condition. It is true that the refrigerator was left in the alley, but you also left out that you had the crew waiting in the cold while you attempted to underpay your bill even though it was complet

Business reply on Google

Mr. and Mrs. Lofton, Thank you for taking the time to review your recent services with our company. We would be remiss if we first did not apologize for the stress and frustration this situation has caused. Aaron Bros. would like to address your concerns in full: Your move was scheduled for October 22 at 8am. On October 21, the office called, texted and emailed the contact information on file to confirm services (as is our company protocol) and unfortunately, we did not hear back from you prior to close on the 21st so, a crew was not assigned to this job. When our Dispatcher arrived on the 22nd, he saw a text sent by the Loftons at 12:45am on October 22, stating that their phone had been lost but yes, they still needed services, now for the same day. Because a crew was not assigned due to noncommunication, Aaron Bros. had to call in a crew of three to service this move which yes, set the start time back. Now, unfortunately, in our haste to dispatch the crew and get them to your starting location in a timely manner, the crew did not properly stock the truck and had to come back to our warehouse for supplies, again, an accident on our end as we rushed to get onsite. Upon arriving (ag

Business reply on Google

We apologize that you felt this was a bad experience, this feedback gave us an opportunity to review the job, the crew and the communication. Your insight will help us be a better company moving forward. Thanks for your input.

Business reply on Google

Thank you for your review of services as it allows us to publicly demonstrate why moving is more than just heavy lifting and that logistics play a role in the success (or failure) of a moving job. Unfortunately, you are correct in that your move did exceed your original estimate of 2-4 hours quoted which is typically for a 1 BDRM apartment. This service exceeded its estimate due to the following logistical issues: 1) on the day of your move, you had a window of arrival between 12pm-2pm. You called the office the morning of, asking for your start time to be pushed back to 3pm due to an issue you were having picking up your keys. At that point, it was advised to you that that would make for a very long and costly night for you and the crew. You agreed and we offered to still come and move your items into the truck, holding the items overnight for a delivery first thing in the morning. We agreed to waive the overnight hold, you agreed to this, and the crew was sent to your location to begin that process. 2) you called after the crew got started stating that you could now pick up your keys, requesting that the crew now completes the job on that same day. Again, it was communicated to y

Business reply on Google

Ms. Bryant, thank you for your feedback regarding our company and we are truly sorry about yesterday's mix-up. It is true that a human error was made and that the telephone number we had on file for you was not correct; however, once that error was recognized and the proper number found, an Aaron Bros. supervisor did reach out to you to explain the situation and offered to provide services for you yesterday afternoon but was told that you had already found another moving company. We do apologize for the inconvenience and stress this must have caused you, but again, it was not a purposeful slight but rather a mistake and should not be an indicator as to how we normally conduct business.

Business reply on Google

Dear Mrs. Silva, It is always upsetting and disappointing to us when we can not accommodate moves as promised. Unfortunately, on your particular move date, we had 3 employees call off at the last minute and those 3 movers represent 1 moving crew. We then had to rearrange our day based upon priority and order of booking to maximize the crews we did have. We apologize if this was not properly communicated to you, but in the heat of the moment, we are frustrated as well and just trying to move forward and fix the mistakes of the day. We are happy that you did find movers to move you as we realize how stressful it must have been for you. Not included in your review though are a few things: 1) You were sent an email confirmation of your scheduled move on 6/23/20 in addition to a separate email letting you know a confirmation was emailed to you. This was sent again on 6/25/20 after you called to ask for a credit card authorization and you acknowledged that the first 2 emails were missed. 2) On the day of your move, we called and offered a crew to you for an 11:30am start time. Yes, this was 3 1/2 hours after your scheduled move and we completely understand that you had to move forward wi

Business reply on Google

Mrs. Sullivan, thank you for your honest assessment of your experience with our company. Unfortunately, there are times when as best as we try, we cannot accommodate all our daily moves due to things beyond our control such as truck malfunctions, shortage of crews, etc. and unfortunately, you experienced just that. We truly believed in the referral we provided and were just as upset to find that they did not deliver as well and have reassessed who we refer and how we handle rescheduling as a result of this.

Business reply on Google

Mrs. McKenna, thank you for taking the time to post your experience with our company. Unfortunately, when Aaron Bros. Moving System, Inc. was hired for this specific project during which your move occurred, it was not as organized as it should have been on both ends. It was quite a learning process for us as a company and we have since changed the manner in which commercial moves are performed, including prompt arrival times and wrapping all furniture as we would a residential move. In terms of the “30 cent per pound insurance;” this is not insurance but valuation which is set forth by the state of Illinois and something ALL Illinois movers have to follow. The owner did not “hide behind” this but rather, followed the law. Please note that we appreciated your patience as we worked with our furniture repair company to make whole the pieces that were damaged during your move.

Business reply on Google

Dear Mrs. Williams, thank you for your honest review of our company. We welcome any information that will help us succeed as a professional moving company. The experience you described sounds awful and we are so sorry that you went through all of that unnecessary stress. We do recognize that this response is long overdue but please rest assured that the employees who performed your move are no longer with our company and we have since changed our hiring and training procedures to ensure this type of behavior does not occur. As a local Southside and MBE certified business, we pride ourselves in hiring within the community but moving is a hard business and not for everyone. This is a lesson we have learned over time and it is unfortunate that you did not have the best representation of our company for your move. In terms of the length of time it took to move you, we have on record that you were quoted an estimated time of 5-7 hours and your move took 6 hours. We do understand that your review was based upon the lack of professionalism you received and we deeply apologize for that and would love the opportunity to win your business again.