Great Heights Relocation

Avoid this company at all costs. Our move was a nightmare due to their poor communication and unprofessional service. Communication with Jessenya Carrera, who handled our relocation, was always difficult. She would take days, sometimes weeks to respond to our queries. When the movers came to our home to pack up and move our goods, they neglected to put down paper on the wood floor, which is highly unusual. They scratched up the floor and walls in their transporting of our things. They removed a TV wall mount even though we had explicitly told them not to. This left large holes in the wall that we had to fill, and we spent a lot of time doing touch up paint work at the last minute before the move. On the other end of the move, further complications arose. During an early spoken conversation with Jessenya, she assured us that the delivery of our household goods would take somewhere between 3 and 14 days, but that we shouldn't worry as it rarely takes as long as 14 days. Once we arrived to our new home in Milwaukee, we contacted Jessenya about when our goods would arrive. It took her five days to respond, and when she finally emailed us back, she told us curtly that the contract states 14 BUSINESS DAYS, and that she was still waiting for a driver and truck to arrive to their warehouse to pick up our things. Turns out she was right. The contract did state 14 business days, and we had overlooked that. Still, she omitted this detail in our conversations. In the end, the movers delivered *some* of our goods within the time stipulated in the contract, at 13 business days (almost 3 full weeks after our arrival). However, there were two serious problems: 1) they had to shuttle in our goods with a u-haul truck (which cost us an additional 1K dollars at the last minute!), and the boxes were packed in an unbelievably unprofessional manner, with large boxes smashing smaller boxes marked "fragile." Many items (including family heirlooms) arrived broken. 2) only about 80% of our things actually arrived. When we realized that we were missing furniture, clothes, and other things, we contacted Jessenya, and she was finally able to locate our goods in their warehouse. It turns out that they had neglected to load a large crate of our things. Jessenya promised that the goods would come shortly. In the meantime, we had to buy new suits for our jobs, since our work clothes were still in transit. We waited another 11 days, until Aug 18, at which point a mover brought the rest of our household. The delivery of our full household was well outside of the contract (at 21 business days from our arrival, a full 7 business days late, and a full month after our arrival to our new home). We slept on the floor for almost three weeks and were without furniture that entire time. We tried to settle upon compensation with Great Heights for breaking our items (on the weight ratio we agreed to) and for the new suits which we had to purchase due to their negligence, but they only offered to compensate us for a portion of what we are due. This company is dodgy, understaffed, and unprofessional. They take the nerve-wracking experience of moving to new levels of stress and frustration.

From the moment I met Jessenya, the customer relations director, I sensed that this moving experience might be the one to make up for past negative ones. Her professionalism, friendliness, thoroughness and concern about our past negative experiences were impressive. Given our two moves, one interstate, we wanted to keep our costs to a minimum. Jessenya and Vedra, her associate in the office, worked with us and our anxieties to lower our costs by doing some self-packing, while allowing them to pack some of our larger valuables. On moving day, four movers arrived promptly, and without delay, began expertly padding, packing, shrink wrapping and loading everything into the truck within six hours. We had been promised that our belongings would be treated as the movers' own. As I supervised the packing and moving, with Jessenya, who was also present to answer any of our questions and concerns, my anxiety melted. I had never seen such careful attention to all our belongings. Throughout the storage and moves, I remained in ongoing communication with Jessenya and Vedra, whom, when I plagued her with calls remained good humored, concerned, and helpful. The moves into our homes went flawlessly. Freddie, who both drove the truck all the way from Houston to southern Maine, then unloaded the truck, had kept in ongoing touch with me over his three day trip. He arrived in Maine, where I awaited, exactly when he said he would. The boxes and furniture were in the same condition, as when leaving Houston. I was amazed, given the 2000 mile trip. In the four loadings and unloadings of our belongings, we had only one broken item, a wine glass self-packed. I could not offer enough positive evaluation or praise for this company. As a man of a certain age, I have dealt with numerous businesses. I had become jaded by my disappointments, expectations of mediocrity, and impersonal treatment. The staff of Great Heights Relocation reminded me that a business, even a moving business, can be different. I concluded that the success of our experiences with them lay in their abilities to establish personal working relationships with their clients and among their staff. Would I use their services again and recommend them to friends? H***, yes!

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