Complaint Review: Keep Austin Moving - Austin Texas

We booked our move 3 weeks in advance and did not utilize any type of coupon. We were quoted $99/hr for 3 movers.

They got to the house at 6pm (3hrs late). Upon their arrival there were only 2 movers. We had to wait approx 45 minutes for Matt, the owner to show up with the 3rd person. We were then told that there was a four hour minimum. Matt walked in, talked to his men briefly and then left. No apology for the hold up or niceties. 

On that day it rained non stop. Their truck (Or should I say make shift, unmarked, horse trailer … I am NOT kidding. I was embarrassed for the neighbors to see it!) was too small to hold our belongings, so we had to make two trips. (Later on the workers stated that their boss deliberately sends a small vehicle so they have to make multiple runs, thereby jacking up the price.) These men were not exactly in a hurry either. They were taking their time, which included smoking breaks!

The lights inside the trailer were broken so I had to leave my car running for approximately 3-4 hours that night in order to provide lighting for loading and unloading.

After the first trip, the truck broke down (At approx. 10:30 pm). Since the truck had 2 batteries, we had to use both of our cars simultaneously to get that monster started.

I called the owner, Matt while the men were loading the 2nd trip and I was blown away by how unprofessional, blasé, rude and nonchalant he was about the situation! He told me "This is your fault! If you have that big of a house, you should not schedule to move at 3pm"… "I did not ask you to use your car to provide light for my staff" ... "I did not ask you to help them to carry stuff" .... "I did not ask you to jump start the truck"..... "You should know better than to move at night!" I was also told something to the effect of "Other people charge much more than I do. What do you want for $99/hr?" What a horrible thing to say about one's own company!

I reminded him that THEY were 3 hrs late and he just dismissed my comment. I also told him that he was the supposed moving "professional" and should have come out ahead of time to assess what needed to be moved so that the appropriate equipment could be provided. I also pointed out that he should have refused to move us at 3pm if he knew it was ill-advised. Additionally, his equipment should be in proper working order. I was told that I had signed a contract and was bound by it. I rebutted by pointing out that the tardiness of his employees and the failure of his equipment voided that contract. He then hung up the phone and called his workers telling them not to take the 2nd load off of the truck until I paid the bill in full. If I refused, then they were to leave with my possessions!

Also, the workers stole $100 while they were there. (Some of the money that I had gotten from the bank to pay them, I'd forgotten on my desk. (Mind you, the desk was NOT one of the objects which they were asked to move). Matt again in a very nonchalant tone stated that it was my fault for leaving the money out. I pointed out that people who perform duties which give them access to the belongings of others, should have enough integrity to not touch what does not belong to them. He did not seem surprised or concerned by the allegations. If I owned a business which involved going into people's homes, I would be VERY concerned by that complaint!

Even though we only moved 10 minutes away, they did not get done until 2 am (8 hrs later). After paying all of that money, there is STILL stuff at the house. Yesterday, we had to make several trips on our own with a pick up truck to get the move completed.

It blows my mind that someone can be this careless with their livelihood and reputation. Matt was VERY arrogant and unapologetic!

I wanted to give a local small business a chance... BIG MISTAKE!!!!!