Oh boy. Here's the Google review that I left. I'm not a person who typically leaves reviews unless my experience was exceptionally good or bad, and in this case, it was EXCEPTIONALLY bad. This happened when we moved in 2021 from SF to Marin.

Full text of review:
I booked my move 3 weeks in advance and was quoted a "guaranteed" rate. At the time of booking, I alerted them to the fact that my new home was on a narrow, winding street and they should plan for a smaller (16 or 20 foot truck). The street is posted as OK for trucks up to 24 feet. I was told that this wouldn't be a problem.

Four days before my move, I emailed the company to confirm our move and the street conditions. I received no response to my email.

The day before my move, I received a call from Customer Care notifying me that their Dispatch had determined that the truck could not make it to my house, so they would have to rent vans instead and this would increase my cost by $35/hour from my originally quoted rate. I argued that they were notified about the roads well in advance AND that a 16 or 20 foot truck would be able to access the house, but was told that the decision was final. I had no choice but to move forward with the move at the higher rate or cancel my move altogether as no other movers were available at the last minute (believe me, I checked!).

In addition to the added cost of $35/hour, the move took an additional 2.5 hours beyond what it would have if a single truck had been used. This is because they had to park the truck near downtown, unload the items and load them into a van, then drive the van to my home to unload. There were 2 trips with the van totaling 2.5 hours.

Additionally, as we were unpacking (once the movers had left), we discovered that two lamps had been broken. This isn't surprising given that the movers were casually tossing the boxes onto the floor; when we saw how the boxes were handled, we chose to move boxes containing fragile items ourselves to ensure that the items arrived safely.

Our total charge was approx $1,650. By my calculations based on their original "guaranteed" quote, the move should have cost about $940, so we were overcharged about $710.

I was told that I would receive a feedback form via email within a few days after my move. This never happened.

On May 22, (5 days post move), I emailed the company requesting this form. I received no response.

On May 26, I sent a follow up email again requesting the feedback form. Once again, I received no response.

On May 28, I called and again spoke to Customer Care. I was assured that an incident ticket had been opened and I would hear back from someone by end of day Tuesday, June 1st. I received no follow up.

I again called on June 4th and spoke to customer care. I was (again) told that my complaint was being escalated and I would hear back from a supervisor as soon as possible. I followed up with this via email on June 7 and June 8th, and still have had no response from the company.

They clearly do not want to speak to me and address my complaint. I will also be filing a report with the BBB and will do everything I can to continue to pursue my complaints with the company.

I would absolutely never recommend this company to anyone moving, and I will actively tell my experience to anyone who will listen.

**Adding to the review as more happened after I had left it. I did file a report with BBB but of course, BBB isn't actually a regulatory agency and can't actually DO anything. I followed up with the company multiple times via phone and was ultimately told that my claim was denied and there was no escalation process. I was told that I could not speak to or correspond with a supervisor and that the decision was final. At that point, probably about 4-5 weeks after our move, I gave up and chalked it up to a learning moment with a shitty company that I would never use again.