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Moving reviews in Shoreham

  • F
    HALL LANE MOVING AND STORAGE
    I had to write this review to warn others about the
    dishonesty of Hall Lane. We chose them because of the glowing
    reviews online, however, we had a completely different experience.
    When making your moving company choice, please choose a different one.
    I sure wish we had.
    I?ve given them six months for the company to do right by us, before posting this review, but every interaction with Hall Lane has gotten more nasty and rude.
    We had Alex come out to give us an estimate for moving
    our 3 bedroom cape about ten minutes down the road. Alex quoted me
    $1,700 ?on the low end? and $2,400 as a ?worst-case scenario.? He seemed
    relatively honest, and even gave me a line about how the moving industry
    has a bad reputation for a reason. He told me that anything we could take
    ourselves would lower the price. I shared the quotes with my husband who
    decided that he could (with a friend?s help) move most of our stuff ourselves
    and we?d just use the moving company for the big furniture.
    So, I called Alex back and told him that we didn?t need to
    move the whole house, just some of the furniture and a fridge,
    dishwasher, oven, and compact freezer. He called me back and said it would
    be $1,300 at $170 and hour. A week before the move, we rented a U-haul and
    moved everything else out of our house so the movers wouldn?t have
    to step around the stuff they didn?t need to take. The night before the move,
    Alex called and said he was going to send five guys and four trucks, instead of
    the original four guys and one truck, ?Because it will be $30 more an
    hour, but will save you hours in the long run.? When the guys showed up
    the next day, they said they were charging $235 an hour. I told them that Alex
    had said it would be $30 more an hour, not $65. The guys said that no one was
    in the office, but they would make a note on the invoice. We really had no
    other choice as we had to move that day. We gave them our credit card and
    I figured that I would have to deal with it later. I called Alex and left a message.
    This is where things went bad. Of the five movers, only
    three actually worked. The other two, while nice, took tons of breaks.
    The entire job ended up taking 9.5 hours, not the 7 hours ?worst-case scenario?
    that Alex had quoted us and they ended up charging us almost $1,000
    more than the $1,300 he had quoted. The total came out to $2,400+,
    for moving less than half of the stuff in the original estimate. I called Alex?s
    cell on Saturday (the day we moved), no answer, no response. I called Alex
    and Hall Lane and left messages on Sunday; no answer, no response.
    Monday was Labor Day, so I called Alex (no answer) and Hall Lane, but,
    as it was a holiday, they were not there.
    On Tuesday, I got an incredibly nasty message from a woman named Myrna
    saying that we had not paid our bill and if she did not hear from me by the end
    of the workday, she would be sending us to collections. I was shocked at the
    nasty tone in the message as this was our first interaction with them and I had
    been calling about our bill and they were the ones who had been off all
    weekend.
    I called her back and got Myrna?s answering machine. I let
    her know that we had, in fact, given them our credit card, so our bill had been
    paid, but I had questions with it. Apparently, the movers forgot to take the
    credit card form we filled out (and somehow that was our fault). But I told her
    we wouldn?t be giving her our credit card number again until the bill got
    reduced as it was about $1,000 over our estimate.
    I finally got a call back form Alex who told me he wasn?t
    sure why the job took so long and would look into it and call me back
    tomorrow. He never called back. This went on for three weeks of me
    calling him, him either not responding, or telling me he would find out and get back to me.
    After about the 7th phone call, he conveniently ?forgot? that he had given me a second estimate in which we had moved most of the stuff and said that the bill was the same as the original estimate ($2,400).  After I reminded him that we had moved most of the stuff ourselves (at his suggestion) from the original estimate, he again went back to the ?I?ll get back to you? line.
    I kept trying to call them to pay our bill, but they refused to address our complaints. Susan and Myrna were especially nasty. I?ve never had a customer service experience that was rude enough for me to review them online, but these ladies were top notch awful to deal with every time. 
    Susan even hung up on me, literally mid-sentence, as I was trying to explain to her that we wanted to pay and work with them if only they were willing to work with us and split the difference  between Alex's estimate and what they actually charged us. I was so stunned that  I called her back and asked, ?Did we get disconnected or did you just hang up on me?? to which she snarled, ?I said we?re done here!? and hung up again. I?d like to note that I wasn?t irate, rude, or nasty at all.  As one with a family business, I couldn't believe how rude and nasty Susan was being to a customer, especially as the nasty tone and hanging up were completely unwarranted.
    In short, I called them over ten times trying to work something out with them. I was perfectly willing to pay our bill, but not willing to pay over $1,000 more for workers who did less than half the work of the original estimate. They refused to budge, citing again, and again, that I didn?t have the second estimate in writing, so I must be lying. Admittedly, it was my mistake for being so trusting to take an estimate over the phone. I guess I learned that lesson the hard way.
    I don?t really care what?s in writing. This isn?t a legal issue, this is a customer service issue. I care about customer service and Hall Lane has demonstrated none. From not calling back when I had questions about the overcharges to simply ignoring my concerns about the two workers who took many breaks and stretched out the job, to the nastiness of the phone conversations and finally hanging up on me, I have never dealt with a company that is so uncaring about making their customer?s experience a good one. 
    As most of us are, I am a ridiculously busy person. For a company to be so awful to make me take the time to write this review online really says something about how terrible my experience with them has been. I only hope it helps someone else when making your decision which moving company to use (Hint! Not Hall Lane!).
    Incidentally, I noticed as we were going through this experience that the "glowing" reviews online for Hall Lane are suspicious. There are tons of negative reviews for Hall Lane on sites like Yelp, but they are hidden from view and not factored into their rating and you have to go to the bottom of the page and click on "not recommended reviews" which are all one star. It makes me assume that Hall Lane must pay to have all the negative reviews hidden. I find it too coincidental that nearly 20 negative reviews just happen to be hidden and the handful of positive ones are posted. Just something to think about when you're looking at other review sites.
    - Matthew O.
  • A
    Men On The Move
    excellent ! friendly, professional, quick service.
    - John L.
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Moving Companies in Shoreham

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