Leaders Moving & Storage Co.

Reviews 3

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Tess Philipps

We had Leaders Moving and Storage move us from Westerville, Ohio to Pittsburgh PA in July of 2013. Leaders were paid nearly $1,500 to pack up our possessions, in late July 2013. During those four & a half days of packing we witnessed infighting because the packers and the movers would not do each others jobs, were understaffed, and that inadequate materials were provided to them to do the job correctly (for example we have dozens and dozens of pieces of hanging art which they were to have provided art boxes for. Many simply had furniture blankets or pieces of cardboard wrapped around them.). A delayed closing has us bounced off Leaders schedule for over a week! . When our things eventually arrived in Pittsburgh the team was completely unprepared to move anything into our new home. While we had informed Leaders management, and provided a photo of the property from Google Earth showing an extensive serpentine driveway, they showed up without any dollies or hand carts with which to move our furniture, and only a team of four (when 6-8 would have been much more appropriate). We discovered boxes unsealed and so much damage. Also, about a half a dozen wardrobe boxes had miscellaneous items in them from different parts of the house in boxes my wife (she unpacked and hung clothing as those wardrobe boxes were brought in, so they were easily identifiable) had unpacked earlier in the day confirming our fear and suspicion that dozens of items had simply been thrown into the truck in no boxes, or without packing materials. Because of the absence of proper hand carts, the Leaders team ended up dragging many items down the driveway, like stereo speakers being pulled by their cords. Much discord among the four guys.... Additionally, as they had arrived late in the day, the move-in lasted until nearly 1 a.m. (we had to pull them back into the house a little after midnight when they thought they were done since they failed to assemble our beds as contracted). They were sent with no money so we bought food for them and provide them with towels etc... to help mitigate the heat and the rain. The crew complained continuously about the Leaders management being clueless. After the move-in our possessions were in a state a chaos. Many items were cracked, crushed or broken. One important piece of art was stolen - it never arrived. And my wife witnessed one of the movers who was charged with packing artwork sitting and admiring this particular Rolling Stone limited edition print. Its lost to us (although we have photos of it hanging on the wall in our Ohio house and we do still have the certificate of authenticity for it). We proceeded to build a claim against Leaders - which took several days because of the sheer number of items and the documentation were asked to provide. The claims process has been protracted by the fact that The Leaders Company has been unable to maintain a claims person for more than a few months since we started the process. At this point we have dealt with at least three different claims representatives after the previous one has left the company. In each case, a new claims person would delay the claim months and essentially start over. We are sick of this treatment - no one should be treated this way. The process continues on with no satisfaction for the damage and lack of professionalism Leaders has displayed.

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Nikki Tucker

I had a very poor experience with Leaders Moving. While the movers did a nice job, the way business was handled was terrible. We had scheduled movers for a two hour time frame. Again, the movers did a nice job and they actually finished the job within one hour, however we were still charged for two hours. I was told by the mover that the second hour I was charged was for drive time. Drive time? When I was given my quote, I wasnt told that I would be expected to pay for an hour of drive time when the moving company itself was located eight miles from my home. After reviewing my contract, and not finding any information that stated I was expected to pay for drive time, I called the office the next day business day for an explanation. The manager advised that we shouldnt have had to pay an hour of drive time, but that they do have a minimum price requirement. Minimum price requirement? Again, new information given to me after the fact. I asked where in my contract that minimum price was notated, again, it was not in the contract, nor was I told that there was a minimum amount we had to spend. Regardless, the minimum was still almost $40 less than what we paid, so I asked if I could just be refunded the difference since we only used one hour of service instead of two. I was told that we would be refunded. A week later, no refund. I called and spoke to the manager again and a district manager and was told there would be a refund. Another week passed, no refund. My husband called on the third week, again was told there was a refund coming. You guessed it, still no refund. A month has gone by and I am guessing that when Leaders Moving Company tells you they are going to do something three times, they probably arent going to do it for you. I am more than happy to pay for services that are provided to me. I am certainly not looking for a freebie or anything like that. However, I work in customer service and I know that the key to growing your business is providing good customer experiences and being honest. If you tell someone your are going to fix a mistake, you fix it. The customer shouldnt have to call repeatedly to ask you to correct your errors. I dont NEED the money, it is just the principal. Do honest business and you will get return customers and referrals. Again, the movers did a good job, but I will not do business with a dishonest company, nor will I refer family or friends to do business with a company that conducts themselves in this manner. They already lost my return business because they helped move us into storage while our new home is being built and we will be needing movers again once our new home is finished. Guess I will be on the hunt again for a reliable, honest moving company.

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Daniel Buckley

Absolutely terrible and utterly incompetent. Had them move seven items from a condo to an apartment. They took the glass out of my TV stand and lost several of the suction cups that hold it in place. Note that these are small custom suction cups that will be difficult to find and replace. I cant assemble the TV stand without them, so my living room remains in disarray. The mover acted like it was no big deal and suggested I call the number as they probably have a few laying around (obviously they did not). My door frame was scuffed all around and the wood was chipped from the blanket they hung up. I called Saturday morning to talk to someone about the suction cups and the damaged door frame. I was on hold for an hour. Called back, was told my expected wait time was less than a minute and waited several minutes before just leaving a message. Several hours pass, no call back. I call again and was told they were not open yet. OK, so why on earth would you feed someone into a queue and give them an expected wait time when you are closed?! After finally reaching someone, I spoke to who I believe was a manager and explained the issues I had. He said someone would call me Monday to file a claim on the damages. I received the voicemail and called back and left a message that I work nights and I am generally unavailable during normal business hours, and to please call me before 9 am or after 5 pm. The next day I get the exact same message with total disregard to my request. Hows that for customer service? Also, while on the phone with the manager I requested a refund for moving the TV stand, as it is unethical to charge someone to lose their property. My total was $392 and he agreed to take me down to $350. Monday rolls around and guess what I am charged? $392. Failure at literally every level with this company. I couldnt even make this stuff up if I tried. AVOID AT ALL COSTS. UPDATE: I called and talked to the manager, Derek, and he caught the overcharge mistake and was very apologetic. The claims person, Jennifer, called me back and is having the door frame fixed. The suction cups fall under the deductible, so Ill have to do my best to find them online and just hope for a match. Im upgrading the review to 2 stars, but Ive still wasted tremendous amounts of time dealing with this. Next time I will just suck it up and move myself.

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