Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Moving crew played loud music and ignored management requests to stop.
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.
The company quoted an excessively high price for a small move.
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
movers were inexperienced, careless with items, and exceeded estimated time
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.
Final moving costs doubled from the original quote provided.
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
Movers are creating excessive noise while moving supplies.
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
Movers failed to pack items and claimed the truck was full.
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
Movers damaged furniture and electronics and offered inadequate compensation for…
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
Customer disputes the calculation of the company's trip fee charges.
Movers intentionally slowed pace to increase billable hours.
Business reply on Google
Hi Melissa, We are sorry to hear about your disappointment in how the last move went and appreciate you bringing this information to our attention so we could look into the matter more thoroughly. After speaking with you over the phone and with your crew we do feel like there was some room for improvement here so we will be mailing you a refund check to bring the bill down to an appropriate figure. Thank you again for taking the time to talk to me about this matter a bit more and giving us an opportunity to make things right for you. We value all of our clients very much and pride ourselves on our immaculate customer service so I am happy to know that you will continue to utilize our service moving forward. I hope you have a great weekend and please let us know when it comes time to move again because we would enjoy working with you again.
Moving company repeatedly blocked the customer's private driveway
Business reply on Google
Hi Irene, We apologize for the delayed response, something within Google has only now sent us this review so this is the first we are hearing of any issues. With such large vehicles we are limited for where we can park the trucks in order to service our customers and sometimes have to block driveways for a period of time. The team is always ready to move the truck as needed but we apologize for not communicating better to keep you in the loop. We appreciate the feedback and we will make sure to coach our team so that we can avoid further miscommunications in the future. If you have any other concerns feel free to contact our office directly at 512-815-8781. Kind Regards, Calvin Hughes Branch Manager
Staff exhibited unprofessional behavior and pressured customer for additional services.
Business reply on Google
Hi Csilia, I am following back up with you regarding your previous review you left us because we just recently got an alert from Google that you left it. We did receive this same feedback by email from you soon after your move was completed and did take action to investigate it by talking with the crew before speaking with you about it. I know your move was sometime ago but I recall speaking with your husband about this feedback a few times and I thought we had settled things after our last conversation. I am happy to speak with you more about your experience with us on your last move so please let me know if you would like a call back from me and when it would be best to do so. We understand so much time has passed since the move so we don't mean to bother. We take this kind of feedback seriously so we wanted to make sure we followed up appropriately. If you don't have any other feedback then we appreciate your time and wish you the best. Branch Manager Chris Anderson
movers were inefficient and caused significant damage to household appliances
Business reply on Google
Hi Sunha, We are saddened to see this review come through, but appreciate you getting in contact with us! It is disappointing to see these issues pop up on a holiday like that, especially weeks after your move. As you are aware, our Customer Experience Team is working diligently on your claim and will make sure all of your concerns are addressed and you are taken care of. We always aim to provide the best service, but should there ever be a problem we will work even harder to make sure that it is addressed for you. We apologize for any added inconvenience or stress, of course. We appreciate you giving us the opportunity to make things right for you. Should you have any other questions or concerns during the claims process please don't hesitate to contact our office at (512) 746-8436. Kind regards, Einstein Moving Company
Company refused to perform scheduled move citing apartment cleanliness
Business reply on Google
Hi Catherine, We apologize for the late response on this but we are just now being notified of the review. We did our best at the time to explain the concerns and we reached out multiple times to see about getting you rescheduled but never heard back from you. The last thing we want to do is cancel a move. Unfortunately, the conditions of the home were not suitable for our team at the time of your appointment so we had to make a difficult decision based on what was best for them and future customers. Again, we apologize that something in the system is only now alerting us to your concerns. If you have any other feedback please feel free to contact our office directly at 512-815-8781, we would be happy to speak with you.
Company failed to include agreed damage coverage in the written quote.
Business reply on Google
Hi Ronald, We again apologize for the miscommunication about our insurance and damage coverage when providing your estimate. We had no intention of misrepresenting what is covered by state requirements or how our additional $2K coverage works but failed to properly express that to you so you could make the best decision for your move. We pride ourselves on being able to set proper expectations with all our customers so there are no surprises on move day and your feedback will help us improve our communications moving forward. We appreciate your time and wish you the best on your up coming move. If we could ever be of service in the future we would love the opportunity. Kind regards,
movers failed to transport all items as agreed
Business reply on Google
Hi Perla, We appreciate you taking time to provide feedback but we are having a hard time locating a move profile for you in our system and don't have any records of performing a move under your name. This does not sound like something our team would do and we take specific measures, with communication, dispatch management and walkthroughs to ensure that we complete all our moves to the customers satisfaction. If we did get to work with you or someone you know and there are any concerns, we would love the opportunity to address those with you. We aim to go above and beyond with our service and that includes handling issues or questions after a move. If you could please contact our office at 512-815-8781 ext. 1 as soon as possible, we can review and make sure you are taken care of. We look forward to speaking with you soon. Kind regards, Brian Herzig Regional Manager Extraordinaire Einstein Moving Company
Movers increased the quoted price and intentionally slowed down the move.
Business reply on Google
Hey Nicole, I'm sorry to hear that you did not have an enjoyable moving experience with us. We originally estimated the move as a 1st floor to a 1 story home but were alerted afterward that the bedroom at the first location was actually upstairs. Our office staff should have raised the quote a bit at that point and I apologize that we did not set proper expectations. Our aim is always to hit or beat our quotes and I'm sorry we were unable to do so in your case. I tried giving you a call but was unable to leave a voicemail. Please feel free to give us a call at any time so we can discuss the details of your move and address your concerns. Thank you and have a great day. Calvin Hughes Branch Manager 512-815-8781 X 1
Staff failed to wear masks and communication was unresponsive.
Business reply on Google
Blake, I'm very disappointed to hear about your frustration and experience. Unfortunately, we are still at the end of our busy season and there are too many requests for us to keep up with at times. We do our very best to respond in a timely manner but I believe we had trouble reaching you when we'd call back. I'm sorry we weren't able to get in touch with each other in time. I will touch base with your previous team about their masks and wearing them throughout the move. However, I'm glad your overall move experience went well and you were considering hiring us again. We would love a second chance if something changes with your current move dates or on a move in the future.
The business is unresponsive to multiple phone calls.
Business reply on Google
Bhunpinder, I'm sorry we were not able to answer your call. Unfortunately, during the summer our phones never stop ringing and we aren't able to answer all of the calls. However, if you leave a voicemail or fill out our quote request form on our website we will definitely get back to you. We'd love the chance to provide our 5-star service for your move. If you'd prefer to just reply back to this with your number, I can see about having someone call you back.
Movers were late, damaged furniture, lost parts, and overcharged for extra trucks.
Business reply on Google
We apologize that your experience with our service was only worthy of 3 star. Unfortunately, we can't find your booking to reach out directly. We would like to hear what went wrong and see if there is anything we can do to make up for it. Please send us an email at [email protected] or provide us with a good way to contact you.
Final moving costs significantly exceeded the initial estimate provided.
Business reply on Google
We are sorry to hear about the experience described in this review, although we feel we serviced this customer to the best of our ability. As stated, we did start this move about 45 minutes late. We value our customer's time and never want them waiting on us so we offer an on-time guarantee. If we are late, we start discounting the move. The movers forgot to provide the discount on site but once the office was alerted to this, we refunded the client $50 for our tardiness. We always try to be conservative with our moving estimates and the vast majority of the time we beat or match the estimate given. We are conservative because we want to make sure our customers are realistic when budgeting for their moves. As you can see from the hundreds of other reviews here, we typically get this right. In this case, the biggest issue was long distances from where we could park our truck to where the apartments were located. In the initial estimate, the walking distance was reported as 50-feet from where we could park. After our arrival, we realized the actual walk was closer to 250-feet. We might have still been able to come close to our estimate but we later found out the final destination als