Poorly communicated; hard to get a hold of. Ran late with little communication. Did not send the correct tools initially forcing a reschedule to a later date.
Response from 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
