Einstein Moving Company

Business reply on Google

Hi Phillip, So sorry we haven't been able to get back to you. We always do our best to touch base with new clients as quickly as possible. Two days and still no response means something went wrong in our process. I'd really appreciate your help for me to look into this so we can get back to you and make sure we correct the issues that caused this error. Will you please email me at [email protected] with your phone number and email you used for the request online? Thanks, Paul Morin Co-Owner

Business reply on Google

Hi Maddie, Have you spoken to our management team? Please call us 512-815-871 so we can make sure to get this taken care of immediately. We always try to be respectful of the communities we are working in.

Business reply on Google

Hi Karly, Thank you for sharing your feedback. We take all customer concerns seriously and want to address this situation. We sincerely regret that a damage occurred to your antique shelf. Our team reached out immediately to resolve this matter and offered to have the glass shelf professionally replaced. While we understand your frustration, we have established procedures for assessing and resolving damage claims to ensure fair outcomes for all parties. To maintain professional and clear communication, our management team has been addressing your concerns through email correspondence with full documentation of all interactions. We're committed to finding a fair resolution to this situation and have been working diligently toward that goal. We value all our customers and strive to handle every situation professionally and fairly.

Business reply on Google

Hi Tyler, We’re truly sorry to hear that your move ended on a stressful note. We completely understand how upsetting it can be to experience any sort of vehicle damage—especially during such an important and hectic time like moving. There were a number of personal vehicles surrounding the truck that made it difficult for our team. We could have shown more conscientious attention to detail when backing out to avoid your car but unfortunately missed the mark. We of course took full ownership over the accident and filed an insurance claim on your behalf the very next day. With regards to the type and size of rental provided, that is determined solely by the insurance provider’s policy, and we don’t have any say in that process. We apologize for any misunderstanding there. Please know that we take situations like this seriously. We’re constantly working to improve our service and learn from every experience. You are in contact with our insurance team, but if you’d like to discuss anything further we’d be more than happy to talk. Sincerely, Dustin Street Branch Manager Einstein Moving Company 210-775-1525

Business reply on Google

Hi Adrianna, We appreciate your repeat business and this feedback from your last move. We are disappointed to see this review and apologize if there was a misunderstanding about the transportation fee. Thank you for speaking with us directly so we could address these concerns. We apologize about the poor communication from our lead regarding the damage. Carly is amazing and will make sure those damages are taken care of. We will continue to improve our coaching to our team about stacking boxes to avoid damages moving forward. I'm sorry if we missed the mark this time. Improving everyday with enthusiasm is one of our core values and we hope to have done enough to earn another shot to remind you why you chose us in the first place. If you have any other questions or concerns please contact us so we can make sure you are taken care of. Kind regards, Dustin Street Branch Manager Einstein Moving Company

Business reply on Google

Hi Aisha, Thank you for sharing your feedback — we’re very sorry to hear about your experience. We just received your feedback and wanted to follow up right away. We understand how frustrating it must be to still be missing items like hardware and keys. We’ve tried reaching out to you to learn more and see how we can help, but haven’t yet heard back. As part of our process, we do label each box with its corresponding room and a general description of contents to help ensure a smooth unpacking experience, so we’d like to better understand where things may have fallen short. Please feel free to reach out to us directly at 210-775-1525. Dustin Street Branch Manager Einstein Moving Company 210-775-1525

Business reply on Google

Hi Kyle, Thanks for taking the time to share your feedback. I’m really sorry for any confusion around our pricing. We’ll absolutely review your call with Therese to better understand what was communicated and identify how we can be even clearer moving forward. We certainly had no intention of misleading you! In fact we pride ourselves on our transparent and simple pricing, and we never hide anything in fine print. Our emails and web quotes list our pricing in bold and, as long as you are moving locally, our hourly rate includes absolutely everything you need. This includes industry leading damage coverage, an on time guarantee, truck, fuel, and all the pad/wrap/materials to move your items safely. No extra or hidden fees. Transparency is something we take seriously. We’ve completed over 100,000 moves across all of our locations and built our reputation on being upfront, reliable, and honest. Our 700+ five-star reviews in San Antonio weren’t bought or written by bots—they come from real customers who’ve had great experiences with our team. You’re welcome to browse the reviewer profiles and read their full comments. As further proof of our quality, we have also been named Best Movers

Business reply on Google

Hi Julie, We are disappointed to see this review and apologize if there was any miscommunication from us with the initial estimate. A typical 1 bedroom apartment (500 - 899 sqft) takes 2.5 to 3.5 hours with two movers. Unfortunately the access at each end was longer than we had anticipated which added time to the move. We see your move was back in April of 2024 and this is the first we are hearing of any concerns. We would love to have the opportunity to speak with you. Please give us a call at 210-775-1525, or send us an email at [email protected]. Kind regards, Dustin Street Branch Manager Einstein Moving Company 210-775-1525

Business reply on Google

Hello Sister Faith, It sounds like there is a misunderstanding of our pricing. What you are describing is inaccurate. Our pricing is super simple, we charge an hourly rate that is determined by the number of movers required for the job. ($80/hr, per mover) The way the clock works is the time starts once we arrive onsite and open a contract. We have a 2.5 hour minimum for any appointment and if we go over that 2.5 hour minimum the clock is prorated in 15 minute increments until the job is complete. I assure you our pricing is competitive with other full service moving companies and one of the best values for service in the industry due to our no hidden fee's and the team members who complete the move. It is unfortunate to see a 1 star review for this but we will make sure to communicate more clearly to avoid any confusion in the future. We cant find a call or profile under you listed name on Google but if you have any other feedback or would like clarification on how our pricing works please give us a call back, we would be happy to speak with you again. Kind regards, Brian Herzig Regional Manager Extraordinaire

Business reply on Google

Hi Dallas, We are disappointed to read this review and apologize if we did not communicate clearly over the phone. The pricing seemed inflated due to you needing to move an upright piano and a 500 + pound, steel table, that you acknowledged needed 4 people. We are happy to help move as much or as little as you need but our hourly rate and 2.5 hour minimum is typically not the most cost effective option for moving only a few items. Listening to the conversation we did not hear anything to cause concern but we could have made that point more clear. I assure you our pricing and services are on point for full service moving. Comparing our pricing to a single item specific service such as a piano mover and leaving a 1 star review because of it seems unwarranted but we will work to improve our communication so any confusion is avoided in the future. Feel free to contact us directly at 512-815-8781 if you have any other feedback. We would be happy to speak with you. Kind regards, Brian Herzig Regional Manager Einstein Moving Company

Business reply on Google

Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet expectations. We value our customers and take their concerns seriously, which is why we worked with you to provide a discount on your move in an effort to make things right. Our goal is always to ensure a smooth and stress-free experience, and we regret that we fell short in your case. We hope the discount offered helped to alleviate some of the frustration you experienced. Please know that we are using your feedback as an opportunity to improve and ensure we provide better service moving forward. If there are any unresolved issues or additional concerns you’d like to address, we’re here to listen and help. Your satisfaction is important to us, and we would love the opportunity to make things right in the future. Thank you for giving us the chance to serve you, and we hope to regain your trust. If there’s anything else we can do, please don’t hesitate to reach out.

Business reply on Google

Howdy, Thank you for taking the time to bring this to our attention. We take accusations of theft very seriously and will begin an investigation as soon as we have more details. We don't have anyone named Jonathan Cruz on the team or anyone with an address that matches that screenshot. But if you give us a call at 210-775-1525, send us an email at [email protected], or reply here with your booking information, we can better reference which movers were assigned to your move and conduct further analysis. We are dedicated to resolving this issue for you. Best Regards, Javier Delgado Operations Manager 210-775-1525 Einstein Moving Company

Business reply on Google

Hey Marlene, We respect your feedback from the move but are disappointed to see this review come in two years after working with us. We aim for the perfect move with every customer but if there are mistakes or issues we always work to make things right as best we can. Had we known of these issues right after your move we could have taken action much sooner to make sure you were taken care of. Since we have received your review, we have spoken to you directly and started a claim for the items you mentioned in order to still work toward a resolution. We've emailed you directly the next steps for getting the claim submitted and once we have those details we can work to resolve the issues as quickly as possible. If you have any other questions or concerns please don't hesitate to reach out to us directly so we can discuss and find solutions. Kind regards, Calvin Hughes Branch Manager 512-815-8781 ext. 1

Business reply on Google

Hi Allison, We apologize for any disturbance or inconvenience you may have suffered from the noise caused by our movers. We had no intention of disturbing you or any neighbors, only to provide 5-star service to our client. We do our best to minimize our impact to those around us while moving but are sometimes limited depending on the items being moved and access to the home. We would love to get coaching to that team and help improve our process. Since we did not work with you and do not have any kind of contact number, could you please give our office a call at 512-815-8781 so we can discuss the concerns as soon as possible? We look forward to speaking with you directly and again apologize for the inconvenience. Kind regards, Killian Hughes Primary Operations Manager Einstein Moving Company (512) 815-8781 www.einsteinmoving.com

Business reply on Google

Hi Carmeroline, We are disappointed to see this review and apologize if there was some miscommunication on our end. We build our estimates based on what we see from a standard home you have. A typical two bedroom apartment can take two movers 3.5 to 5.5 hours to completely move. The timing depends on the amount of items you have, travel distance, what floor you are coming from and going to, if there are special considerations or longer walks, things like that. We apply those elements to build the estimate and we aim to be more conservative. We would rather give you more time and beat the estimate than not enough time and the time go over and the price go up. At the end of the day you are only committing to our 2.5 hour minimum so if the move is done in less time than we estimate then that is all you pay for. It sounds like we could have been more clear when discussing this with you over the phone so we appreciate your feedback and will make sure to improve our communication moving forward. I am confident that had you got to see our team in action you would see why we have the 5 star reputation we have worked so hard for. If you still need to move or have any other questions please

Business reply on Google

Hey Caleb, Thanks for speaking with me earlier and for giving us the chance to rectify your experience with us after the fact. We always aim for a five star service and apologize that we missed the mark here. However, we are happy to have been able to give you a credit back on this move for some of the issues you mentioned and hope to work with you again in the future on the move back out. Our goal is to ensure a pleasant move experience and sometimes that means working on the backend after the fact to make sure our clients are taken care of. If you have any other issues come up, please don't hesitate to reach out to me. Best Regards, Calvin Hughes Branch Manager 512-815-8781 ext. 1

Business reply on Google

Hi Chris, We are disappointed to see this review but completely understand your frustrations. We pride ourselves on top notch service before, during and after the move and we missed the mark so we apologize. Your feedback will help us improve our processes so that no other customer has to experience the same frustrations as you. I appreciate you taking the time to speak with me on the phone and helping us work to a proper solution to resolve your issues. Upon further review we agreed that the 2 hour discount for the discrepancy in time as well as upping the total pay out for the TV to $1200 was fair and right. We do offer the $2000 additional coverage and in this case we initially fell short in honoring our commitment to take care of your items like they were our own. We appreciate your feedback and giving us the opportunity to make things right for you. If there is anything else we can be of service with please don't hesitate to contact our office directly, 512-815-8781. Kind regards, Brian Herzig Regional Manager Extraordinaire Einstein Moving Company

Business reply on Google

Hi Matt, We respect your feedback but are disappointed to see this review come through. We apologize if you felt our communication style was unprofessional but it is not our best practice to leave problems unsolved even when they are not our fault. Our attempts to communicate with you around the couch not fitting were limited so we explored other options to find solutions with the apartment complex so the sofa was not left out on the property. We again apologize for any issues you saw and will take your feedback and continue to improve on our core value of communicating clearly, professionally and with kindness. If you have any other questions or concerns please feel free to reach out to our office directly, we would be happy to speak with you. Kind regards, Joseph Pederson Branch Manager / Mover Extraordinaire Einstein Moving Company 210-775-1525

Business reply on Google

Hi Stefan, We appreciate your repeat business and this feedback from your last move. We do apologize for any miscommunication regarding the teams process for moving and the lack of reassembly of your daughters desk. As discussed with you directly, we did provide a refund to address your concerns and we appreciate you giving us the opportunity to make things right for you. Constant improvement is one of our pillars and we hope to have done enough to earn another shot to remind you why you chose us in the first place. Should you have any other questions or concerns please contact us so we can make sure you are taken care of. Kind regards, Joseph Pederson Branch Manager Einstein Moving Company