1 Customer Reviews
Review from Laura D
1 star05/01/2022
Ultimately the complaint is for the two-hour travel time from San Jose to Hayward that we were billed for and the lack of communication within the Mountain Moves team. When questioned about the travel time, we were told they took their 15 minute break and then had to "stop for gas". We were billed a $150 truck fee; the truck should have arrived at the apartment with a full tank of gas. We should not have been billed for the Mountain Moves 15 minute break and Mountain Moves time to "stop for gas."
I called Mountain Moves 2 days before moving to confirm what time the movers will be here, David said 8 AM. After 2 calls on the day of the move, the crew arrived at 9:07.
At 9:15 they started the job. We were finished at 11:15 AM, told them we will meet them in Hayward. The foreman informed us they were going to take a 15-minute break to grab drinks before leaving to meet us. We called the office/ spoke with David again at 1:06 PM asking where the foreman was for it's been almost 2 hours since we left the apartment at 11:15. He said he contact the crew and have him call us. At 1:14, David called us back saying that they were out front.
From 1:15 to 2:30, the movers finished unloading and reassembled everything.
The move was from South San Jose to Hayward. Estimated 56 minutes if going 65mph at that time of day. They were charging us for 6.25 hours. which didn't make any sense. It took 2 hours to pack up, 1.25 hours to unload and unpack. That's 3.25 hours for the physical move. They then added 1 hr for the travel time for them to get from Hayward back to the office with the truck. 4.25 hours now.
When asked what about the remaining 90 minutes they said they had to get gas and the truck can only go 55 mph on the freeway. If we are being charged a $150 truck fee shouldn't that ensure that the truck is on a full tank of gas when the move starts?.
Overall, if you have an easy move where it's only bigger furniture, I advise you to use a different moving company.
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