Bana Brothers Moving Express - A Local Columbus Moving Company

I’m sorry that I hear you had this experience with my team. However, I will need to clarify some details of my team’s experience as well as professionalism. The arrival window for the job was 5-6PM, meaning arrival can be as early as 5PM and as late as 6PM. Based on team lead’s texts, he texted you his ETA was to be 45 minutes at 4:32PM. He provided additional ETA update of 25 minutes at 5:02PM but arrived earlier than expected just before 5:16PM with an arrival window of 5-6PM. Based on this info, team arrived on time.


According to my team, the truck was parked a flight of stairs and considerable distance away (this parking situation being a delay was communicated to the customer) and a garage was added to the job needs after team arrival further into the job. Furthermore, team informed me on day of that the items were not totally packed nor prepared (many uncovered totes and unprotected glass/TV), and blankets and straps were not provided by the customer, which can slow down a job considerably due to having to arrange items in order to prevent damage.


I called twice for updates from my team lead, and he was out of breath describing the job situatIon, saying it should have been booked as a 4 man job, which leads me to believe that the team was working hard to take care of the job. Many of the items were moved to the basement at unload. The lift gate on the truck was struggling to move up and down due to its condition, and it shut down at least twice. All of these are challenges the team was happy to respond to—challenges that tend to add delays.


Regarding dollies: based on professional experience we only use them for ground floor ranch style houses/apts as well as for 200+ lbs items (but not always) as they tend to act as a bottleneck (slow down) on jobs, especially when flights of stairs are a large part of the job.


In my professional experience, only loading a 26’ truck can take 3-5hrs, so completing a load/unload in 2hrs and 45 minutes seems quite reasonable, and I am personally surprised at this timeframe. The team reports to me that the truck was loaded from its front to the back door, 3/4 high due to safety concerns given no ropes/straps/blankets. Most 15’ truck load/unloads take 3+ hours. It is not uncommon for 26ft truck load/unloads with 3 men to take on average 5-7hrs+, and these times are above average relative to many other companies.


Lastly, the team believes the interactions on the day of with customers to have been cordial, after an initial period when team was experiencing discourteousness from the customer. The team was also tipped fairly well (and the team lead offered to reject the tip to improve customer experience, but the customer insisted paying), so this review appears to have come out of left field for us.


Nonetheless, I will have a coaching session with my team regarding exercising better judgment on jobs with enhanced needs as well as maintaining better communication between myself and our customers on the job so we can respond to all needs immediately rather than provide a service that most likely cannot live up to expectations. If you end up disputing, we simply will not get paid on this job because we are a small town family operation. We regret to have lost a potential future customer as we really do care about providing top tier customer service. Best of luck to you in future.

- Bana Brothers Moving Express