5Star Relocation Services - A Local Dallas Moving Company

We take all customer feedback seriously; however, this review contains multiple inaccuracies that we feel compelled to address.

To begin with, the elevators at the original location were not reserved, despite the customer’s claim. Our movers had to share elevator access with three other moving companies, which impacted the timing of the move—something completely outside our control.

When our team arrived, the customer was not fully packed or prepared to move, despite this being a last-minute booking. Our movers went above and beyond by assisting her with packing, which is not typically included in the base service. Despite this, they worked non-stop throughout the move.

Regarding the claim of “items being held hostage,” we want to clarify: yes, the hardware for the bed and a rug were mistakenly left on the truck. This was an honest oversight, and once located, we attempted to coordinate their return. However, as clearly stated in our terms, all account balances must be paid in full for any claim to be reviewed or items to be returned. The customer refused to pay for the full service, despite receiving additional assistance outside the scope of the original agreement.

At no time did the customer raise concerns with our movers during the job, nor did she call our office to file a complaint. If she truly felt she was being “scammed” or items were “stolen,” contacting the authorities would have been the logical step—which she never did.

We understand moving can be a difficult time, especially under rushed or stressful circumstances. However, this review appears to reflect deeper frustrations unrelated to the service we provided. We stand by the professionalism and work ethic which can be verified but all of our other reviews.

- 5Star Relocation Services

Thank you for your feedback—we truly appreciate you taking the time to share your experience. We do apologize for the delayed arrival and understand how that may have been frustrating. We’re reviewing the situation internally to see how we can better manage timing in the future.

While we made every effort to stay on schedule, traffic during the travel from the pickup to the drop-off location unfortunately caused some delays. The unloading location also involved three flights of stairs, which naturally added to the overall time and effort required.

Although the move was booked as a studio, our team arrived with a 26-foot truck, and the amount of items ended up filling more than half of it—suggesting the move was a bit larger than expected. Even so, our crew worked hard to complete the job as efficiently as possible.

We weren’t made aware of any concerns during the move itself, and would have welcomed the opportunity to address them in real time. That said, we’re always open to feedback and committed to continuously improving the experience for all of our customers.

- 5Star Relocation Services