Cloud9 Moving Company

Quite possibly the worst customer service experience I have ever had with a professional organization! Please forgive my long-winded essay of a review, but I feel it is necessary to share my experience for others to see. My wife and I had purchased a Groupon for Cloud9 Moving Company for their moving services due to fair pricing and positive reviews that we researched online. My wife set up a moving date several weeks in advance with Irene, the manager, and moving coordinator. We specifically requested that Cloud9 help us move our large furniture and boxes that were already prepacked. Come moving day on a Saturday, Dennis, the moving team leader, and two other gentlemen show up on time as expected at 2pm. We are kindly greeted by him and his team, and my wife quickly learns that they both speak Spanish and originate from the same country. Everything looks great at the onset, but that quickly takes a swift turn… Dennis suddenly starts inspecting the house and is visibly upset. He starts complaining aloud right in front of us as he moves from room to room, citing that there everything is still messy and there are too many little items everywhere that have not been packed. Although taken back at his sudden change of attitude, we reiterated that we only were asking for him and his team to assist with the large furniture, and boxes we had already packed for them. My wife and I are two extremely busy professionals with two children under the age of three. I think anyone who is in the process of moving with kids understands that things can get a bit hectic. However, we made sure that anything unpacked was pushed against the wall, the moving team had a clear path for their own safety, and all the large furniture and prepacked boxes were ready to go. This did not appease Dennis, and he swiftly left the house without saying anything, going back and forth between the truck and our house to speak with Irene over the phone. During this time, he literally went from room to room, yelling to Irene that “these people are not ready to move, look at everything!” “This is going to take me all night!”. He runs out again, presumably after speaking with Irene, and comes back with a paper authorization to start the move. We just want to get things started at this point, so review the form, and we see that they have the moving start time listed as 2pm. After all his complaining and going back and forth, it is now 2:30pm. We politely remind Dennis that he and his team have not moved anything yet, and we would like the start time changed to 2:30pm on the form before we sign. He storms off yet again, huffing and puffing, to call Irene. At this point, my wife is already furious with the events that have taken place over the last 30 minutes, and he calls Irene to let her know what is happening while Dennis is back in his truck with the other movers. When met with our complaints, Irene’s attitude and professionalism both perform a 180. My wife first mentions that the time on the form is wrong. Irene starts arguing with us that the movers were at our house on time, which they certainly were. Our complaint is that the movers did not actually move a single piece of our furniture (and still have not at this point), and we do not want to be charged for a time in which no work was done. Irene then starts directly blaming us for not being clear about giving Cloud9 a picture of what needed to be moved, and we again reiterated that we only need the larger furniture and prepackaged boxes moved, and we would personally take care of everything else. She continues to argue and insists that this job could take several more hours than expected. We understand, but we also explain to Irene that we are currently paying by the hour for a babysitter to watch our kids, we have made these plans several weeks in advance, and our timeframe to move is rather small as the new owners who have purchased our home will be closing on it in days’ time. My wife and I told her that we are more than happy to pay the extra hourly rate for all three movers to finish the job today, and in return, Irene decides to lecture us that the moving team are human beings, and we should not treat them like robots. At this point, I am just waiting for Ashton Kutcher to come out and let us know we are being ****’d. Incredibly rude and condescending. I can only assume we are now crazy for expecting a moving company to complete the move as scheduled and offering to pay extra if it was going to take longer than expected. I would also like to note that we did attempt to hire a fourth mover on our moving team to make things easier for everyone, but there was not another person available (We did request this last minute, so I can blame that on us). After another 30 minutes of our time is wasted, and after enduring Irene’s lecture, we ask her what we can do to solve this. Her response? “Can I get off the phone now so I can figure this out?” in a super aggressive tone. To her credit, Irene called us back quickly and offered to have the current team move our upstairs bedroom furniture, along with all our prepackaged boxes, and move the rest of the furniture the next morning. Despite having to find another babysitter last minute for the next day, I agreed, thinking we were finally going to get moving and move past this terrible start, but no. Dennis then comes barreling up the stairs right after the phone call and asks what was discussed. I told him verbatim what Irene had agreed to, and he flat out refused, now stating it was raining and he did not want to move any boxes that could get wet. I understand the logic, except everything in our home was easily loaded directly from our garage into the moving truck, with an almost exact situation when uploading into the new home 15 minutes away. Without fail, Dennis gets upset again, and he storms off to go speak with Irene. Meanwhile, my wife and I have been diligently cleaning and working to pack up all our small items as to not waste any more time. A little over an hours’ time has now been completely wasted. Dennis comes running up our stairs, even more, upset than when he left, and begins yelling at my wife in Spanish, “I need to know what is going on here! My company is not going to take advantage of me, and YOU are not going to take advantage of me either!” My wife and I were shocked. My wife calmly told Dennis that he was making her uncomfortable, and to go speak to me instead. He began shouting again, and my wife repeated herself twice before he turned around and began shouting at me. My limited Spanish cannot keep up with Dennis at this point, and I ask him in Spanish to please speak with me in English. He is so busy shouting he does not listen and continues. I ask him again; he finally heeds my requests and commands me to call Irene to figure out “what we want.” I told Dennis that we’ve already spoken with Irene and had come to an agreement and that if he did not want to do what was asked of his employer, that is between him and his company. He begrudgingly acknowledges what I am saying and runs down the stairs. To my surprise (or not really), he then comes back up with his phone on, and aggressively shoves it in my face, telling me to speak with Irene. Irene now informs me that Dennis is now refusing to move at ALL today and that they will need to perform the entire move tomorrow. At this point, I have lost my patience with Dennis. I ask Irene if they will be sending a new team of movers tomorrow because I will not tolerate any further disrespect from Dennis. She says yes. I see Dennis making rude gestures and rolling his eyes at me as I am speaking to Irene. I look at Dennis in the face and tell him how rude he has been, and how disappointed I am in his behavior. He gives me the “I don’t care” shrug, and I follow up by telling him that I want him out, as he has been going around my house “Crying like a baby the entire time.” Irene is still on the phone at this point, and Dennis begins to lecture me on how hard he works. I told him I was not arguing that but his behavior was beyond anything I would tolerate from most, and I did not care to hear about how he felt. Dennis proceeds to ****** his phone out of my hand, storm out of my house, and slam my door as hard as he can. At this point, we are two hours into the time when we were supposed to move. Naturally, my phone call with Irene was cut short, so I call her back on my wife’s cell phone. I apologized to Irene for the interruption and start explaining how rude and threatening Dennis this entire time has been. Irene interrupts me and tells me I simply could have told Dennis he was fired, and it was entirely unacceptable that I told him he was “crying like a baby.” Really?? This what a manager is focused on after all that has taken place? Never mind his abusive and rude behavior. It certainly wasn’t the nicest thing to say, but I think my comments toward Dennis were fairly tame, and not that irrelevant given he was going around my home acting like a child. Irene had written me off at this point, so she was not listening to any more of my concerns. She then proceeds to tell me she is going to need to inform the company President of what took place and continues to berate me about “my unacceptable behavior.” At this point, I no longer cared to speak to Irene or felt comfortable allowing Cloud9 to move any of my furniture or belongings. Our call ended abruptly. Let us just say my last words were not my proudest moment, and Cloud9 did not return the next day to assist us in our move. After several years of managing customer service for a large organization at a regional level, I am beyond disappointed with how my wife and I were treated. Dennis’s behavior was completely out of line and made my wife and I feel threatened to the point where we discussed calling the police after his yelling fit. I am sure everyone’s home is not prepared exactly how he would like, but every customer deserves respect, especially in their own home. If you have a dispute between you and your employer, which was clear in Dennis’s case, that needs to be handled in private, away from customer eyes and ears. Although her planning and problem-solving skills are there, Irene is clearly not suited for management. Her priorities in her handling of our issues were concerning, to say the least. Defending your employees is admirable, but completely ignoring their inappropriate behavior, not listening to the customer’s side of the story will only lead to other negative reviews and complaints like mine. As can be seen in other reviews, I am deeply shocked how Irene’s attitude changed as soon as we had a complaint about their services. Even if you believe the customer is wrong, and sometimes they are, managers and employees should always try and take the high road. Lastly, my heart goes out to the other members of Dennis’s moving team who lost their opportunity to work due to his behavior. If you have read this far, I appreciate you taking the time! Although it seems as though Cloud9 has many positive reviews, and I am happy for those customers, please take my story into account before you plan to utilize their services for your own move. Thank you, Cloud9 Moving Company, for making an extremely stressful time even more traumatic!

This is an update from a previous review. I will always give credit where credit is due. Following my review expressing dissatisfaction, Irene, the Cloud9 Manager, contacted me and notified me that Cloud9 had refunded my Groupon, that evening she personally drove to my house and refunded the remaining amount in cash. While it was not my intent to write a poor review to receive a refund, I do appreciate the efforts Irene took to right a wrong. In the future, I would ask Cloud9 to be empathetic during extraordinary circumstances (like when a customers home catches on fire during the move). Something as simple as, "don't worry about the clock or payment today, let's discuss this tomorrow after you've had some time to handle your personal matters related to this unfortunate incident". Sometimes a little compassion and understanding goes a long way.

I have moved from completely full houses, 4 bedrooms, 4 baths full basement type houses and never has one taken that long. This was a very straight forward move, not difficult. Did negotiate the charges down, as they needed to be however even the difference in cost did not take away from the frustration and time spent. Also, had damage to two pieces of furniture. Afraid to even try to do anything about that. Also, when given contract at the end, we were being charged for shrink wrapping. Again, being an experienced mover these guys did things that were so incredibly inefficient and when I would suggest they try something I got an immediate no. Things that would have saved time and effort. Sad, frustrating move. Be sure they give you experienced movers if you hire them. Clearly not the case with us! Charges would have been about $1200. Original amount as estimated by Cloud9 was $418.95. Paid $700, cash.

I have done a serious research while looking for a company that could provide full packing and moving of my 4 bedroom house into my new home few miles away. I spoke with different moving company's managers received different quotes and in the end decided to go with Cloud9 Moving because of the best quote and most importantly the most friendly and professional moving coordinator Irene. Btw I also didnt want to worry about time and supplies cost those can really add up so Irene offered to provide me with an all inclusive flat rate and it worked out perfectly. Everything from the first in-house estimate to planning of where each piece of furniture will be placed in my new home to the actual moving day was masterfully coordinated and executed. There was no wasted time or movements, everything was carefully packed and transported with not a single scratch. And I mean floors, walls, furniture. And keep in mind, my old house was built in 1960's you know narrow staircases and doorways that could potentially create lots of delays while trying to maneuver dressers, coaches and did I mention a treadmill from basement. I couldn't have wished for a better moving experience and I have no doubt that all clients of Cloud9 Moving stay extremely impressed with the level of professionalism and helpfulness.