Hero Moving, LLC.

One of the initial reasons I hired Hero Moving is because they state on their website and in their consult they have insurance for damagesHero Moving damaged a couple of pieces of furniture in the moving process I pointed it out the damage to the movers during the process (of which was very bad in an of itself--left my job to go to another one and they were not prepared to care for the moving of expensive furnitire) and the head mover said he was sorry and for me to contact the owner that they would fix it I called the owner immediately and he began arguing with me while the movers will still in process mishandling my furniture I asked him to please call me back when movers had finished He did notEVER When the move was finished, the head mover asked for payment that was over the quote (even though they left my job to do a different job) and said the owner, [redacted] would get back with me about fixing the furniture, that they fix furniture all the timeI should not have paid

The movers from Hero Movers, LLC were incredible! They were punctual, professional, friendly and extremely careful with my boxes and antiques as well as the interior of my new homeThey went above and beyond what I expected, especially compared to the multiple professional moving companies I have used in the pastThey came prepared with all types of tools they may/may not have neededI cannot say enough about these guys; I would hire them again in an instant! Bonus: They were more affordable than any other movers I have used in the past, and they even put together my platform frame for my queen size bed upstairs without an additional charge (for the frame or the one flight of stairs)! Excellent and dependable!!!

I hired Hero Moving on 9/15/to move my personal belongings from my home in [redacted] , Tx to a temporary storage facility and apartment in [redacted] , Tx while my new home was being built I was told by Hero Moving’s office personnel that instead of two movers moving my personal belongings, there would be three movers I was told that other moving companies usually only have two movers so I thought that my belongings would be moved faster One of the movers was limping the entire time One of his co-movers told me that the mover with a limp had completed an extensive physical workout the day before and he could hardly walk Once my home was built and I was ready to move on 12/15/2017, I chose another moving company to move me from the storage facility and apartment to my new home While at the storage facility, the new moving company called me and explained to me that the last moving company (Hero Moving) wrapped my two end table glass pieces together One of the glass pieces

Hi! We want to first of all thank you for your valued feedback about your experience with usI understand that you are a repeat customer of ours and that you did not have any issues the first time you used usThis is what we as a company expect as we hold ourselves to a higher standard than other moving companiesI did want to address the damage to the chair that you mentioned in your complaintWhen we initially moved your items into storage we highly suggested the use of moving blankets because you run the risk of damagesI understand the moving blankets are an additional cost to you but again was suggested that you take the proper precautionsI have here that you initialed and checked the box that read “customer refused the use of blankets” that is on your contract The reason we have procedures like we do is to do our best to make sure all of our jobs are done safely and efficientlyI feel like we did our due diligence in expressing to you the risk in not using the proper protection in storageUnfortunately this was out of our controlI did speak with you upon your initial complaintI apologize for the delay in getting back to you as I wanted to have all the information in front of me and talk to the manager that day to make sure I reached a fair decisionThe manager of your job supplied me with pictures of the damageI also received pictures from you as wellUpon gathering all the pertinent information and given the circumstances that you are a repeat customer I offered a partial reimbursement for the damages due to the fact that the damages were very minor and in my opinion did not qualify for a full replacementI also took into account that you were aware of the risk in not using proper protectionI feel we made a very good effort in gathering all information and making a fair proposal to you that you declinedMy offer still stands and I would like the end result to make everyone happy

In response to your reply about the moving blankets: we will absolutely come pick up and re-imburse you for the moving blankets however, if they are used more than days you are only given half of the value backYour moving services were on 9/15/You had another company move you out of storage on 12/15/ This was days that they were usedIt states in our policies procedures that we provided to all customers that after days we no longer reimburse 100% for blankets but 50%Policies and procedures“ We purchase the blankets back at full rate if you are moved out of storage within 30daysIf you are in storage > days buy back changes to half of whatyou bought them for.” Thank youHero Moving

Afternoon,I received your complaint and we apologize that you feel you had a bad experience with us. It is our mission to provide the best moving service. I would like to address some of the items you have listed below. Number of movers- we suggested 3 movers for your job for a few reasons... but most importantly The amount of time it would have taken only 2 men to do the job would have been unnecessary. 3 movers was much more appropriate for the amount of items that needed to be moved. Safety of our men and your items are of the upmost importance. This was explained to you in the beginning. Broken glass shelf- movers have their own way of doing things in means of procedure. Here we DO wrap glass pieces (like shelves) together to make them stronger as a thicker piece. This was not done by mistake as this is our procedure and this is what we train our team to do. I did receive a call from [redacted] friend explaining to me that the other movers she hired unwrapped the shelves, that were according to us packaged and prepped appropriately, and broke one of the glass shelves. Unfortunately We did not break them. They did , and as you mentioned above only one survived which is a further confirmation that they both would have been broken if we had been the cause of the damages. We as movers always make sure we are very careful when we unwrap or handle items that other movers have handled before for just that reason. At that point we were not at fault and it was past the allotted time to submit a claim as you have 90 days from the time of service. I’m sorry to say but it was admitted to me that the other movers unwrapped it and broke the shelves as we cannot be held responsible. At any rate we go above and beyond to replace or repair any damages we are responsible for as rare as that may be.Again I apologize that you experienced less than a stress free move day as we set out to accomplish daily. Respectfully, All of us here at Hero Moving

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

The movers from Hero Movers, LLC were incredible! They were punctual, professional, friendly and extremely careful with my boxes and antiques as well as the interior of my new homeThey went above and beyond what I expected, especially compared to the multiple professional moving companies I have used in the pastThey came prepared with all types of tools they may/may not have neededI cannot say enough about these guys; I would hire them again in an instant!
Bonus: They were more affordable than any other movers I have used in the past, and they even put together my platform frame for my queen size bed upstairs without an additional charge (for the frame or the one flight of stairs)!
Excellent and dependable!!!

Complaint: ***
I am rejecting this response because: The business did not respond to the major problem They only addressed the one chair that was in storage---where I "rejected the blankets" What they didn't address is the new recliner that was not in the storage, and NO blankets were put around it as it was moved from one location to another. The new recliner didn't have "minor" damage. I has a whole and a tear that wasn't there before the move. That is not minor. And that is not what the mover told me would happen when I complained. He said to go ahead and pay for the move and the moving company had insurance and the owner would fix it$doesn't cover the cost to move the recliner to a furniture store to be repaired....much less be fixedAnd you NEVER called back. It took one call a week to your office to get any information. Only after weeks of no promised returned phone calls did I file complaint. If you want the Revdex.com stamp of approval....earn it.Please stop the useless banter without a realistic response and offer to the new recliner that your movers tore
Regards,
*** ***

I hired Hero Moving on 9/15/to move my personal belongings from my home in ***, Tx to a temporary storage facility and apartment in ***, Tx while my new home was being built I was told by Hero Moving’s office personnel that instead of two movers moving my personal belongings, there would be three movers I was told that other moving companies usually only have two movers so I thought that my belongings would be moved faster One of the movers was limping the entire time One of his co-movers told me that the mover with a limp had completed an extensive physical workout the day before and he could hardly walk
Once my home was built and I was ready to move on 12/15/2017, I chose another moving company to move me from the storage facility and apartment to my new home While at the storage facility, the new moving company called me and explained to me that the last moving company (Hero Moving) wrapped my two end table glass pieces together One of the glass pieces

One of the initial reasons I hired Hero Moving is because they state on their website and in their consult they have insurance for damagesHero Moving damaged a couple of pieces of furniture in the moving process I pointed it out the damage to the movers during the process (of which was very bad in an of itself--left my job to go to another one and they were not prepared to care for the moving of expensive furnitire) and the head mover said he was sorry and for me to contact the owner that they would fix it I called the owner immediately and he began arguing with me while the movers will still in process mishandling my furniture I asked him to please call me back when movers had finished He did notEVER When the move was finished, the head mover asked for payment that was over the quote (even though they left my job to do a different job) and said the owner, *** would get back with me about fixing the furniture, that they fix furniture all the timeI should not have paid

In response to your reply about the moving blankets: we will absolutely come pick up and re-imburse you for the moving blankets however,  if they are used more than 30 days you are only given half of the value back. Your moving services were on 9/15/17. You had another company move you out of storage on 12/15/17.                      This was 90 days that they were used. It states in our policies procedures that we provided to all customers that after 30 days we no longer reimburse 100% for blankets but 50%. Policies and procedures“ We purchase the blankets back at full rate if you are moved out of storage within 30days. If you are in storage > 30 days buy back changes to half of whatyou bought them for.”  Thank youHero Moving

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Afternoon,I received your complaint and we apologize that you feel you had a bad experience with us. It is our mission to provide the best moving service. I would like to address some of the items you have listed below. Number of movers- we suggested 3 movers for your job for a few reasons...

but most importantly The amount of time it would have taken only 2 men to do the job would have been unnecessary. 3 movers was much more appropriate for the amount of items that needed to be moved. Safety of our men and your items are of the upmost importance. This was explained to you in the beginning. Broken glass shelf- movers have their own way of doing things in means of procedure. Here we DO wrap glass pieces (like shelves) together to make them stronger as a thicker piece. This was not done by mistake as this is our procedure and this is what we train our team to do. I did receive a call from [redacted] friend explaining to me that the other movers she hired unwrapped the shelves, that were according to us packaged and prepped appropriately,  and broke one of the glass shelves. Unfortunately We did not break them. They did , and as you mentioned above only one survived which is a further confirmation that they both would have been broken if we had been the cause of the damages. We as movers always make sure we are very careful when we unwrap or handle items that other movers have handled before for just that reason. At that point we were not at fault and it was past the allotted time to submit a claim as you have 90 days from the time of service. I’m sorry to say but it was admitted to me that the other movers unwrapped it and broke the shelves as we cannot be held responsible. At any rate we go above and beyond to replace or repair any damages we are responsible for as rare as that may be.Again I apologize that you experienced less than a stress free move day as we set out to accomplish daily. Respectfully, All of us here at Hero Moving

Hi! We want to first of all thank you for your valued feedback about your experience with us. I understand that you are a repeat customer of ours and that you did not have any issues the first time you used us. This is what we as a company expect as we hold ourselves to a higher standard than...

other moving companies. I did want to address the damage to the chair that you mentioned in your complaint. When we initially moved your items into storage we highly suggested the use of moving blankets because you run the risk of damages. I understand the moving blankets are an additional cost to you but again was suggested that you take the proper precautions. I have here that you initialed and checked the box that read “customer refused the use of blankets” that is on your contract.  The reason we have procedures like we do is to do our best to make sure all of our jobs are done safely and efficiently. I feel like we did our due diligence in expressing to you the risk in not using the proper protection in storage. Unfortunately this was out of our control. I did speak with you upon your initial complaint. I apologize for the delay in getting back to you as I wanted to have all the information in front of me and talk to the manager that day to make sure I reached a fair decision. The manager of your job supplied me with pictures of the damage. I also received pictures from you as well. Upon gathering all the pertinent information and given the circumstances that you are a repeat customer I offered a partial reimbursement for the damages due to the fact that the damages were very minor and in my opinion did not qualify for a full replacement. I also took into account that you were aware of the risk in not using proper protection. I feel we made a very good effort in gathering all information and making a fair proposal to you that you declined. My offer still stands and I would like the end result to make everyone happy.

Complaint: [redacted]
I am rejecting this response because Hero Moving did not respond to the complaint in which $400-$500 worth of their moving blankets are still in my garage.  I had complained that the moving bill was more than I expected, but I was assured by both the Hero Moving owner and the Hero Moving workers that they would buy the blankets back from me after the move.  I have asked several times for Hero Moving to come pick up the blankets and reimburse me for them, but I have been ignored.
Regards,
[redacted]