Allwest Moving & Storage

What started out as a good experience ended up being less than acceptable . Although this is not a short review, I think it’s important to give the background and be fair. We moved twice, the first experience was AMAZING. Ambrea was very helpful and always on top of everything and answered my many questions. A month later they were going to move our items from their storage to the new house. The day before they were supposed to come, they asked if it was ok to deliver our tractor a day later than the other stuff, (Saturday instead of Friday ) they didn't have a truck available?? I reluctantly agreed although we were hoping to have the Tractor delivered the same day as the rest of the stuff, so we could start a project early Saturday. We had contractors lined up to do work based on us being able to use the tractor Saturday. Friday morning comes and around 730 am (they were supposed to be there around 9 am ). We were told they had problems with the truck, the lights weren't working and they couldn't drive it that way. I asked if it could get fixed so we could still get our stuff. We had made arrangements for my husband to take time off work and rearrange things. He said they would do their best to try to get it fixed but it may not happen. As it turns off they didn't get it fixed. Saturday they showed up, in a semi truck with our stuff. After many attempts they determined they couldn’t drive it down the lane. We asked if they could call someone to bring another truck so they could move the stuff. Or someone could call Uhaul to rent a truck. The staff responded that wasn’t an option, they would have to move our stuff by hand truck…they said this isn’t the first time management didn’t look up the location prior to realize a semi wasn’t going to fit. We were in disbelief this was “the plan”. My husband and I couldn’t stand by and watch them try to move our 7 crates of items with a hand truck… They would be there all night. As a result, we offered to use our truck and trailer and ranger to load up and help them move the items. Although the movers did most of the packing and unpacking we helped and used our vehicles.We truly feel not only is this unacceptable to us as the customer but it sets the employees up for failure not to mention the safety risk is increased by unloading items off the semi to the vehicles then moving it again. At one point our neighbor had to wait to get out. We contacted management asking for some sort of a discount because we had to use our vehicles and help them unload. We were basically told they already gave us a discount because we actually booked the move in their off season and it’s cheaper, now it’s the prime season and it costs more. In the email response they sent explained in detail their moving process, how they are held by strict guidelines because they move military and in fact they are called out last minute all over the country to accommodate changes with the military move regardless of what’s scheduled so that’s why they sent a semi truck instead of a truck that would have been able to drive down the road. She also reminded us that they took our roll top desk that wouldn’t fit through the door of our office to discard and normally they charge $169.00 for that but she didn’t.(. BTW, we asked the movers if they wanted it, could they take it. He said yes.. He did not say, yes however we have to charge or we would of said don’t take it we will get rid of it.) Not once in the final email did she apologize that we had to use our vehicles and help them move, she just pointed out their policies …. SO, yes the front end of the move was great however after we see how they treat their customers and employees we are not satisfied with the experience. For them to not acknowledge the inconvenience to us just shows their bread and butter is with military moves and contracts not everyday moves for regular customers. It’s sad this is the way they choose to run their business.