Lisa G.
1/5
Do NOT trust this company. We hired Morway’s to move the contents of our VT home to a storage unit in ME. When the original estimate was done, owner Justin Morway recommended a 3-day move: pack Thurs., load in VT Fri., unload in ME Sat. We gave Morway's the address of the storage facility and indicated it was only open on Sat. betw. 9&3. Morway’s said fine. I updated the estimate I signed to make sure it was clear. We packed a bit and disposed of items before the move, so we got an updated estimate, lower than the first.
Wed. afternoon Morway’s asked for a 2-day schedule. They said they could pack & load in 1 day. We said sure. We called the storage facility to ask about a Fri. unload instead of Sat. (longer access hours), but no go because they had a semi in that day. We passed that on to Morway’s and agreed to keep the Sat. delivery date.
Thurs. we had up to 5 guys packing & loading. The morning was great. Things declined in the afternoon. When it was clear the crew was running out of time and room in the truck, packing became sloppier. We later found that remaining items were boxed randomly and marked “Misc” (no labeling). A few items were dropped, and care with some, including expensive lighting fixtures, was less than satisfactory. But the crew got it done and remained positive. We were tired and didn’t make an issue of it.
At day’s end we learned they were making the 5-hour drive to ME on Sat. morning. We reiterated the 6-hour unloading window starting at 9. "No problem.” We also emailed head office to highlight the hours and were told, “the guys will be there between 9:30&10.” They arrived at 10:30 with only a 2-guy crew.
Our unit is a 3rd floor interior unit in an old mill. For security reasons the access rules are strict. By 2 it was clear the deadline would not be met. The truck was still half full. We were frustrated. They were understaffed, there was some damage due to sloppy packing and there was poor labeling (noted above). The storage facility needed to close, so we asked a crew member to have Justin call us to talk. He did. I told him we were concerned customers, the job was understaffed and we wanted to know the plan for finishing the job. Justin’s response was that it was our decision to use a storage facility that refused to stay open past closing time–not his problem. Remember, I gave Morway’s the hours 3 separate times. When I told Justin that, he countered with “he said, she said.” Justin then said “most storage units are outdoor units that can be unloaded right off the truck” and that we could be charged extra “by law” for the long carry to the 3rd floor. He was “doing us a favor” by not passing on that charge. I replied that we were never asked anything about the delivery location and I expected he would have researched the address when preparing the estimate. Again, wrong thing to say and not his problem! He then said our weight was 3,000 lbs over estimate for which we hadn’t been charged, another example of his fairness. So I had no reason to be upset. Remember, he’s in the moving business, not me, and he did 2 estimates. We have no idea what our stuff weighs. The call had become quite heated by that point and clear to me that there was NO accountability there, so I never brought up the damage or substandard packing job.
Justin then insisted we pay in full before he’d allow his to crew to finish the job OR the truck would be back in VT in the morning with our remaining possessions on board. A direct threat. Stunned.
Under serious protest we paid the bill to get the job done. They finished at 6:30pm. In stark contrast to Justin’s behavior, the storage facility owner saw what was happening, changed his own plans for the afternoon and, against policy, kept the entire facility open for us.
The moving crew was in the middle, remained professional and did their best under difficult circumstances. Justin assumed no responsibility and was entirely unprofessional, inappropriate and hostile. In more than 30 years as a business professional, I have never been treated so poorly by a contractor.
