We are very sorry to hear the move did not meet your expectations, and we truly apologize for the complications with your move. We have been in contact with you on this matter, and we are in the process of finding a fair resolution. While the resolution will offset the issues you experienced and make things right, we understand it will not turn back the clock to undo any difficulties you incurred at that time. We do hope once this matter is resolved, you will reconsider the actual experience, and might look back on it as not being such the negative portrayal you currently hold. Per your conversations with our team, you have indicated a main purpose of your review has been to hasten the resolution process. While we don’t believe that is the true purpose for reviews, we do understand that you felt compelled to do this because you felt we weren’t being responsive enough, and we apologize if you feel that way. We do try and be as responsive as possible, but, due to some miscommunication on our end, it seems that we were not as quick in resolving this matter with you, as all parties would have preferred. Hence, you felt compelled to write this review. That being said, we want to address a few of the specifics of your move, to further clarify what too place, so everyone is on the same page. One of your frustrations was that there were only 2 movers on the front end, and again on the back end. Based on your load size and the fact you had no extremely large/heavy specialty items, a 2 man crew was sufficient, however, it certainly was not going to be done in only a few hours, it would take the better part of a day, likely 5/6 hours or so, give or take. To imply it would take 2 days is an exaggeration. While we strive to get things done as quickly as possible, and our pricing model actually incentivizes us to be quick and efficient as possible, for long distance moves, when we are outside of our area, we, like all movers, must limit the number of our own movers, because it is very expensive for labor to travel. So, to offer the competitive pricing we offer, we must work within the confines of the standard practices of our industry. What movers do outside their typical service area is supplement their labor, with other professional mover labor from that area, who work under our direction temporarily. In this case, we attempted to do so for the delivery (we tried to meet your request of more than 2 movers at delivery), but, simply put, our supplemental help did not show up. In both instances, you chose to help, when you did not have to. While this made it go more quickly, it simply was not necessary on your part. But, as the client, if you say you want to help, and that benefits you by making things go more quickly, or if you are a person that would rather be doing something than not, we are not going to tell you that you cannot help, it is your move. Another main frustration you had was that the toolbox, which you had an immediate need for at your new home, was misplaced and did not make it on the truck. After speaking with you, we understand that the biggest frustration with this is with the fact you had the immediate need for the toolbox. We apologize the toolbox was misplaced. We are confirming the status of the toolbox, and a resolution of re-delivering it, and/or, providing some sort of compensation will be finalized this week. Simply put, the toolbox was misplaced, or accidently got delivered out with another load. We are in the final stages of confirming what happened. Lastly, your biggest frustration and what seems like the “final straw” that caused your review, was the timeliness of our response to your situation. As indicated in the first paragraph, this was truly a miscommunication on our part. It seems Trish tried to go above and beyond to help resolve your situation directly despite the fact she doesn’t fulfill the handling of resolutions (that job typically belongs to someone else), but there was a miscommunication where she tried to handle this resolution herself. So, Trish tried to take on a responsibility that wasn’t hers to try and provide extra special service to make things right, but that actually had the opposite effect, and so, as a team, our responsiveness was not adequate, and we are sorry this was the case. Ultimately, we take responsibility for our missteps and truly apologize. We do however feel the very negative portrayal of the move may be a bit overblown, although, effective in bringing attention to a matter that required resolving. The issues that arose on this move will be a teaching moment for us, and we make sure to do what we can to avoid the missteps that caused you dissatisfaction. Again, while we can’t turn back time, we will find a fair resolution. Please know, we are not a big corporate conglomerate, we are smaller independent mover and we do value each of our clients, and try and make things right when things don’t go as planned. We do hope when all said is done, you will reconsider your experience and it might be viewed in a more positive light in the end.