Good team but dishonesty to financial cover their mistakes
The relationship started great on the phone. The lady was super nice. We talked about the move, she explained everything well. They sent us a quotation, and although they were slightly more expensive than their competition, we went for them as they were nice.
A few days before the move, as we were discussing details, they realised that our house has multiple levels. They had thought it was only a ground floor (they never asked me, and I didn't think to tell them, I had sent a photo of the house...). They first tried to blame me for it. I refused and they were OK with it. Then, out of nowhere, they said they needed to charge me extra, because my storage space was more than 50M away from the elevator (again, not something they asked).
This is where it got very dishonest. They told me they called the storage place to check where my box is, and that they confirmed that it is more than 50M away... So I went to my storage unit and measured the distance to the elevator. It was around 16M. And I asked the storage unit staff, they said that no one called, and that they would not have disclosed any information.
Anyway this was very disappointing but since I told them that it was less than 50M they accepted and didn't charge me extra.
The moving team was quite good. They were smiling and in a good mood. I felt bad for them because they should have been 3 or 4 guys instead of 2. Tipped them well.
I'm overall disappointed with the ground staff, but the moving team was good. And in the end I got the move for the initial price so that's why I am putting 3 stars.
Edit: the company called me back, explaining that there was a mix up between clients and offered me a goodwill gesture to make up for it. I appreciate that they took ownership of the mistakes they made, and would consider recommending them to others who are looking to use their services.