On-Time Movers - A Local Trenton Moving Company

Hello Sequoia. I am Marquita, the co-owner and CFO of OTM. I have read through your review as well as reviewed the service request, details provided prior to and during the service, and gathered statements from the crew. The service you requested was a load and unload from NJ to NY estimated to require a 3-4 person crew for 2-3 hours. Instead of hiring based on the recommendations of HireAHelper, you chose to hire an 2 person crew for 2 hours. This is completely unreasonable, but the team made it happen in a matter of 3 hours, which I think is exceptional given the job description. As required by PMG, the team used standard equipment for standard order. They were equipped with basic dollies and hand tools as per the service order level. Furthermore, our team is always cautious with items, whether it is boxes or furniture. And we always state that you as the customer are not to interfere with the materials loading and/or unloading so they can proceed in the safest possible manner given the different circumstances of each job. In this case, you chose to interfere with the process by partially loading the truck which had to be removed and reloaded properly, then by removing items and having them lined up in the way you wanted them, not in a way that the professionals could ensure there were no damages. Had the team been able to do their job without interference, they would have been able to tell you if anything was damaged so you could properly assess the matter rather than automatically blaming my crew. As far as your experience, I apologize if you feel they came off as aggressive towards you and your partner. They are there to do a job and follow the protocol of our company and our third party PMG. They have time frames and deadlines to adhere to, which we usually do unless there are unforeseen circumstances such as having to walk a half block from the truck to the building, or a long hallway and a small elevator that can barely fit 5 adults. These adjustments are outside of our control and yours, but the team does their best to accommodate you as the client. Their manner of conducting business has been addressed, and additional customer service training is underway. Please be mindful that the crew is there to provide a safe and efficient service, regardless of gender, race, religion, or sexual orientation. To imply anything otherwise is discriminatory on your part, as you assume their behavior is simply because they are male and you are female. It is slander against my crew in one of the worst ways possible, not to mention that it is untrue. Even still, I as the owner (also a female) appreciate all feedback, be it negative or positive, so I know the areas in which my team requires more training. Lastly, I the false allegations against our company and PMG of paying for leads is extreme. We can prove that every review was received from a paying customer as a result of a completed service. You are more than welcome to research that for yourself, and I’m sure PMG can confirm this with you as well. Again, your feedback is appreciated, and the necessary training is being conducted to ensure there is no similar complaint in the future. Thank you!

- On-Time Movers