0 of 0 people found this review helpful

We had a horrendous experience with Key Moving & Storage.

We hired them to move a small load of stuff from NYC to KY in June of 2008. I was repeatedly assured that I would receive my belongings "within 3-10 days", whether that was a weekday or a weekend. It wasn't until they'd left with all my stuff that I discovered the (several sets of conflicting) fine print that said it could take anywhere from 21-45 BUSINESS days. That's two months without my baby's crib and most of her toys and clothes.

Once our belongings did finally hit the road more than a month later, our driver, Alex, called me four days in a row, each day promising that he would be arriving the following afternoon. Granted, he claims to have had some trouble with the truck breaking down, however, I still did not appreciate losing a week's worth of work because he was not keeping me appraised of the situation. He repeatedly told me he would call me in the morning to tell me what time he'd be there, and inevitably we wouldn't hear from him and I would call him sometime in the late afternoon only to find that he was still sitting around.

But my main complaint is about what happened once our belongings finally did arrive. As Alex and his partner moved our belongings in, my husband and I began to check off the numbered items from our copy of the inventory given to us at pick up. As we were doing so, we watched as both men put boxes labeled "fragile" at the bottom of heavy stacks, literally threw our luggage out of the truck, and placed heavy items upside down in our apartment without correcting them. There was visible damage to many of the boxes. We halted our inventory check about halfway through in order to clean up broken glass that was spilling out of one of the damaged boxes.

Once we returned from cleaning out the broken glass, Alex again assured me that we would go over everything together, just as soon as we'd finished some paperwork. He then gave me the evaluation sheet and told me that I had to fill that out before we could do anything else. As I surveyed the form, he stood over my shoulder, and as I began to fill it out he took it away from me and told me only to fill out the comments section and say they'd been professional. I wrote that they had been friendly but had some disregard for 'fragile' labels.

Once I had finished writing, My husband and I resumed checking the inventory, which angered Alex who suddenly seemed unconcerned with professionalism or general courtesy, and claimed he had already done it all, he had his own list, a better list, and he didn't want to spend time going over it all with us, and he had other stops to make so we should just trust that he'd have to pay for missing items from his own pocket and sign the papers so he could go, all the while physically blocking us from the piles of boxes. At my remarking that there was an awful lot of damage, he told me that he couldn't wait for me to check everything but if I made a general note about stuff being damaged it would be fine, at which point he shoved the papers and pen at me and dictated what he wanted me to write down. Given his agitated state and his suddenly changed demeanor, and the fact that my infant daughter was present, I opted not to argue with him and favor physical safety over legal safety, and wrote what he told me, and signed the paper. He then took it back, wrote something else on the bottom ( which I personally find illegible) and handed me a copy, whereupon he and his partner retreated to the truck without reassembling any of our furniture. We opted not to give them any additional tip in light of the damage, crude behavior, and the fact that they left the job unfinished. However, after several minutes, his partner returned and asked if we had remembered to "give the other guy some extra money". Just wanting them off of our property, we gave him $60.

It took us quite a while to sift through the ruin to assess the full scope of the damage, which was extensive. Furniture was visibly damaged, everything was coated in grime, things which had been bubble wrapped and padded were shattered, and my staff (traditional shaolin long weapon) was lost or stolen (which upsets me both because it is a weapon, and because it had great sentimental value). We began drafting a complaint, however the low compensation we would have gotten was not worth the hoop jumping we'd have to do, and we had felt threatened enough to not want to anger the wrong people- they knew where we lived. We've since moved, hence this review.

Oh, and one thing I forgot to mention: at pickup, after half the stuff was already on the truck, they informed me that in fact it would cost me 3x more than the quote that got me to sign with them in the first place.

I would not recommend this company to anyone.

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0 of 0 people found this review helpful

The move went well form start to finish. I had use Key moving and storage about 4 months ago then stumbled on this website and thought I owe them a good review for such good service.

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