Maven Moving Inc

Hi Dan,

Thank you for taking the time to share your feedback, and for acknowledging the care our team showed while handling your belongings — we truly appreciate that.

I’d also like to apologize for any frustration caused by communication gaps. At the time of your move, I was traveling in a different time zone, which limited my availability. That said, once the booking was confirmed, our local coordinator, Guri, made multiple attempts to connect and remained in communication to keep things moving as smoothly as possible.

Regarding the piano move, I want to clarify why it had to be rescheduled. Based on the information available beforehand, it appeared manageable. However, once our crew arrived, it became clear that the staircase layout and tight clearances posed safety risks. To avoid potential damage to the piano or the property, we made the responsible decision to reschedule.

Importantly, no rescheduling fee was charged, despite the additional cost to our company. We made that decision because we believe doing the right thing and prioritizing safety is more important than passing on costs.

At Maven Moving, we genuinely strive to deliver the best possible experience on every move. While some circumstances are outside anyone’s control, our intention is always to protect our customers’ belongings and act with care and integrity.

We appreciate your feedback and the opportunity to provide this context.

— Anuj
Director, Maven Moving

Dear Matthew,

Thank you for sharing your feedback. My name is Anuj Khurana, owner of Maven Moving Inc., and I would like to personally address each of your concerns with full clarity and transparency.

1. Regarding the Movers (Gurpinderjeet & Sahil) and Our Privacy Policy
I provided your quotation based on the information you shared. The movers assigned—Gurpinderjeet and Sahil—are part of our team and known to us. As per our company policy, we do not disclose our business sources or platforms to our crew members. This is a standard privacy practice and does not mean your move was subcontracted. They were our employees performing your move.

2. Inventory Difference & Updated Pricing
Our quotations are based on the inventory and details provided by each client. When our team arrived, they found significantly more items than what was listed on the platform. This naturally increased the workload and time. My staff explained the updated cost before starting the move, and you agreed. Later, when payment was requested, you initially mentioned the transfer was completed. The next day, we discussed it again and mutually agreed on a final amount of $1000, which we honoured.

3. Delay in Arrival
I acknowledge that the team arrived later than expected due to delays and heavier-than-usual traffic. I personally apologised on the same day and kept you updated regarding their arrival time. We strive to be punctual, and I am sorry for the inconvenience caused.

4. Completion of Move, Final Inspection & Missing Item Claim
Your move was completed on September 24th. At the end of every move, we always ask our clients to inspect the truck to ensure it is completely empty and all items have been offloaded. This step is important for both the customer and the company. It is also the client’s responsibility to verify at that moment if anything is missing or out of place. After two months of the job being completed, no moving company can take responsibility for missing items, as too much time has passed and accuracy cannot be verified. Our team worked continuously for 12 hours and assisted with everything requested. The pricing reflected the actual workload, and we genuinely deny any false allegations regarding missing items, as all proper procedures were followed during the move and final inspection.

In Closing
I sincerely apologise if your experience did not meet your expectations. We aim to deliver honest, reliable, and professional service, and we will continue improving wherever necessary.

Thank you again for your feedback. We appreciate the opportunity to clarify and improve.

Sincerely,
Anuj Khurana
Owner, Maven Moving Inc.