Tetris reached out to me and tried to make things right. They partially compensated me for the bad experience. Fortunately the company has a good customer service that is understanding and listens to the customer when things don't go well.
I am extremely unhappy with the service this company provided.
I contacted Tetris and asked for a quote a month before my move and after seeing their rates I decided to book them. I told them I only have two pieces of furniture (a desk and a treadmill) and I also told them the number of boxes I had. The distance between the two places is around 20 minutes so I was hoping to get everything done in maximum of three hours. Considering everything that needed moving in my one bedroom apartment, I booked the first elevator from 9 am to 12 pm and the destination elevator from 10 am to 12 pm.
1) I was told by Tetris to change the elevator booking time of the second place to 12:30 pm because loading everything might take longer. I trusted their experience and changed the booking. They got here at 9:30 am and were done before 10:30 am which was in line with my original estimate. I had to send them away because the destination wouldn't have let me use the elevators outside the booking window. Basically I had to pay them for extra hours and I can't help but think they just wanted to charge me more money and despite getting in-detailed description of the amount of work, they still asked me to change the elevator booking time slot.
Unrelated: My condominium security messed up the elevator booking time so another one and a half hour was added to their wait time which was not the company's fault.
2) I have a treadmill to move and they were aware of it. They did not take any safety measures to move this treadmill and didn't ask me about safety instructions either. One of the movers' hand got stuck in the hydraulic folding system and the other one moved the lock so aggressively that it broke. They were not talking in English so I didn't know what was happening, but I released the lock as soon as I realized he is stuck, too late as they had already broken the lock and had their gloves torn and stuck in my treadmill. This traumatized me to the point that I was shaking for hours as I was worried about the safety of the mover. They told me he was fine but didn't offer any financial cover for the damage.
In conclusion, based on my calculations the movers only worked for roughly 2.5 hours including the drive between the two places, but I ended up paying $768 and was left with a broken treadmill. This was not the first time I moved but definitely the most stressful one.
- Company Response
We are so sorry to hear about your negative experience. Customer service is very important to us. Currently we are investigating the issue and contacting the customer to make sure we do everything to resolve it.