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city moving Information
91-291 Kalaeloa Blvd A1, Kapolei, HI 96707, United States
5/5
5/5
4.8/5
Blogs
This is a long overdue review for my horrifying experience with City Moving that stretched from June to August 2022 (from San Francisco to Honolulu). It was very disheartening to see my favorite furniture pieces with immense sentiment damaged on arrival (some photos included). It has taken me a while to write a review because the whole experience has just been a nightmare from packing, shipping, scheduling, to receiving. I would never recommend this moving company to any friends/family members. If you have no other choice, I HIGHLY recommend purchasing additional full coverage moving insurance because your items will be damaged.
I really believe that there is a major disconnect between the services marketed vs. what consumers received. I was sold on the ease of the door-to-door service and the service of having “professionals” handle the larger furniture items. I was instructed that the pick-up team would pack all of my furniture with company supplies. Literally everything I packed were fine and all the stuff City Moving packed had damages.
Close to getting my shipment in Honolulu, I kept getting false promises from a staff member about my delivery date. I was also told by this person that there would be a “re-delivery fee” and a “storage fee” on ANOTHER ISLAND if I can’t accommodate and be present right at the time the delivery (without even offering me dates to schedule my delivery, I just had to be ready whenever it comes). I was never informed about this zero flexibility when I signed up, nor was it in the contract. I’m still baffled about how I had ZERO choice when it came to the delivery date. I travel extensively and so having some flexibility and prior planning is extremely important to me. When this happened to me in August, I had to curtail my international trip just to come home early to find out that the shipment was not even coming that week. Basically at the mercy and convenience of the delivery team, I had to forgo my very busy work schedules to be home during those few weeks that the company promised to ensure that I avoid the “re-delivery fee” and potentially having my stuff stored on another island. And then when I finally received my stuff, several furniture pieces were in terrible conditions on arrival.
This whole experience was honestly one of the most painful thing I’ve ever experienced.
AL
Angel Li
1/5 | a year ago
DO NOT USE CITY MOVING, SAVE YOUR MONEY!
This is my personal experience with them, I moved in late July 2022. I'm working on filing claims right now, if the customer/claim service actually do its job, I will update the review...
8/29/2022 Update: sent the claims form and pictures on August 18, 2022 at 12:44 PM PDT, and just got an email 30 minutes ago saying "we didn't receive your claim form"...
Pros:
1. great communication when you ask for a quote/estimate, update quote, item pick up, and delivery. (And obviously great communication and easy to find a representative when they want your money, ex. the customer service person called me and my husband six times in two hours and texted like three times to ask us to pay additional $533 for shuttle service, which we ended up not needing and no words on refund yet)
Cons:
1. a lot of hidden fees and didn’t disclose them until they are physically at your location to provide service [ex, long carry fee between truck and your apartment (200 ft free, which we didn't know...), additional packing fee when the quote says it’s included, etc.]
2. Hard to find customer service once they get your money
3. Really bad at estimating quote even though they keep asking for furniture dimension and weight (initial estimate and final payment is $2000 apart)
4. Unprofessional delivery (ex. the delivery person constantly makes comments about us having too much stuff and the stuff are heavy) and didn’t send enough people for delivery (ex. we have to help out and carry the items ourselves, not to mention this company sent 4-5 people to pick up the furnitures knowing there will be heavy items) Also, the delivery person destroyed the door knob while moving item into the apartment, see pictures below.
5. Doesn’t process/plan your delivery/queue until it’s the “requested” delivery date (requested delivery date is 8/2, but were told to update it to 7/25 so the team can start “planning” the move, item pick up is 7/21, didn’t receive item until 8/8)
6. Terrible packing services, expensive AND INEFFECTIVE! Also, paid for the packing service but the team DID NOT pack the item, the team simply stuff it in the "part box" (Ex. marble floor lamp). Majority of our stuff are damaged or broken (ex. bed is poorly assembled and multiple damages, the marble floor lamp is broken, the base of marble round table is broken, several huge cracks on the marble table top, TV stand cabinet won't close correctly, etc.) See pictures below....
JC
Judy Chen
1/5 | 2 years ago
They are the best movers . I contacted them and they arrived on time and their packaging is the best.
M2
Mine 2024
4/5 | a month ago
The only reason this isn’t 1 star is because the couple that did the delivery was so friendly and nice to work with. Overall, I would NOT recommend this company and I will never use them again. And for context, I’ve done 3 cross country moves in the last 7 years, so I know how these things usually go and what challenges to expect, but City Moving really went above and beyond to be annoying to work with.
Things that stood out to me:
- The pick up crew showed up 45 min late (not too unexpected), but then 1 of the 3 guys was watching something on his phone at full volume (no headphones) during the entire move. It came across as really unprofessional and was just annoying honestly.
- The pick up crew tried to tell me I owed them more money because they had to provide more packing materials than expected. I was having a hard time understanding the reasoning (a bit of a language barrier), so I asked if I could call the company and confirm how much I owe and how to pay… he immediately backed off and said I didn’t owe anything which just made it seem really sketchy like he had been trying to collect some extra on the side.
- My original quote predicted a 2-3 week delivery timeline. I was told 3 weeks was just if there was really bad weather, truck issues, etc. Once we hit the 3 week mark, I still hadn’t been given an estimated timeline. Eventually I was given a time frame… no one ever came and I contacted the company 3 times with no response. Finally they got back to me with a new time frame and actually came! Took a little over 4 weeks. They made sure to remind me that they weren’t legally liable for being late and it became very clear to me they only care about doing the bare minimum they can get away with given the contract.
- I ended up helping them unload the truck to speed things along and I was shocked to see how it was packed inside… I didn’t have very many fragile items, but I could see the section next to mine had a lot of furniture and fragile items. There were small boxes under huge boxes/furniture being obviously smashed. Furniture just thrown on top of each other in a pile basically. If you have valuables, you cannot trust this company.
- Lastly, they have some weird fees that they tell you about upfront but majorly downplay. One of them is that if the truck can’t safely park to drop your stuff off, they charge $400 to transfer your things to a smaller truck. This is a scam because the truck is over 70 feet long, so even if you’re in the suburbs, it’s going to be hard to have this truck parked out front and not block the entire street. They should clarify up from that you are almost guaranteed to have to pay this $400 fee due to the size of their truck. Secondly, if it’s more than 200 feet from the truck to your house door, it’s $1 extra per every foot. I ended up being over 200 ft and didn’t feel like arguing, but they literally counted everything (ex. Elevator is 5 feet wide and they have to push to the back of the elevator to fill it up, so that’s 5 feet added on). Add an extra $500 to whatever final estimate they give you, because they will find a way to charge you extra.
I’ve worked with companies that are similar price but way more professional and pleasant to work with. I wish I had read all the reviews before booking with them, because they made what was already a stressful time significantly worse.
Edit: We are fully unpacked and are missing 1 box and a large living room rug. We decided not to even file a claim because we know it will be a nightmare.
AN
Abby N
2/5 | 9 months ago
I have to say this company is the best of all the 4 moving company that I've used. As you all know, you never know who's better than the other without using them. I have moved from DC , LA and Hawaii and had used other moving companies that do not explain to you about how estimates work and makes promises on the set pricing until all of your things are on the truck or worse yet, moving my crystal chandelier and receiving the crystals broken because of the carelessness of packing. But CITY MOVERS was so detailed in explaining step by step how they can estimate as accurate as you tell them and send photos. The customer service was excellent from the beginning all the way to the end, even after my things were delivered. The delivery guys picked up and delivered with care and professionalism. They genuinely care about their customers and really follow-up from start to finish. Sophia A. was exceptionally professional and very diligent . Thank you Sophia for your patience with me. PLEASE take my advice when I say they are the best that I've used of the 4 different moving companies I used. BEWARE.... do not use UNITED MOVING CO. It's been 4 months and I have yet to receive my furniture. But, CITY MOVERS, they moved my things from LA to Hawaii in less than a month! Very, very professional, honest, response time & customer service is unbelievable. City Movers please keep up the EXCELLENT job you all are doing!
LB
Lori B.
5/5 | 3 years ago
FAQs
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What services does City Moving offer?
Ans: City Moving offers a diverse range of moving services across the nation including residential and commercial relocation and more. All moving services are executed by industry professionals with years of experience.
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How does a City Moving handle moves during bad weather?
Ans: City Moving take all necessary steps to ensure the safety of your belongings during bad weather. During bad weather moves, all the items are packed in waterproof materials, and safe transportation is ensured.
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How does the City Moving handle heavy and bulky furniture?
Ans: City Moving carry moving and packing equipment to move complex shapes, and heavy items.
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When is the best time to move?
Ans: The best time to move is weekdays and off-peak season. During this time the City Moving are easily available and moves are less expensive.
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What days are City Moving open?
Ans: To check our operating hours, please visit our website or call us at the number given on the website.
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