AIR 1 Moving and Storage

I would NOT recommend this company. I had multiple issues with it, and their customer service was, with a minor exception, well below average. Most of the issues I had can be boiled down to the company consistently gave me information over the phone that they contradicted later when I confronted them about verbal promises not being kept. First, they significantly underquoted my move by about $1500 (= 150 cu ft of space on the truck). When I confronted them, they said I had extra items. I was able to account for every single extra item and it’s cubic footage, which was about 50 cu ft, but they said that somehow that 50 cu ft became 150 cu ft on the truck. Out of pity, they gave me some $ off, but it barely scratched the surface of how much extra I was charged. Basically SOL for the underquoting, which felt very predatory because some of the “additional items” were actually items that were on the original inventory but broken into pieces. They’ll charge you extra if the movers take the shelves off of your bookshelf and wrap them as a separate item, or breakdown a bedframe/headboard into two pieces even if you tell the agent up front you have both. I was also frequently given the wrong estimate for moving dates. First it was 10-14 regular days. When that amount passed, I was told “Oh, the intake agent meant 10-14 business days” (not what she said). After that it was “up to 21 business days” which was on all the paperwork I signed up to the day of the move. When that date passed, I was told the paperwork actually said up to 30 business days. I asked where because all MY paperwork said 21. In one tiny little paragraph of the 25 pages of paperwork they have you read and sign on the day of the move as the movers are taking your things there is apparently a clause that says this. BUT THEY WILL NOT TELL YOU THIS VERBALLY OR AT ALL. They wait until you’re right in the middle of a stressful time to change all the information about moving dates. It’s PREDATORY to change the delivery timeframe this way. And they’ll just shrug and say they can’t help you as each date passes. Finally, the customer service is terrible. I’ve been in customer service for years and never experienced such consistently disrespectful interactions. The dispatcher I spoke to most often – Nadia – was always rude and unhelpful. She interrupted me, talked over me, and would shut down anything I said. When I asked to speak to a supervisor, I had to wait over a week to get a call when I was told it would be within three days (which itself feels ridiculous, why are there not managers on call to handle situations like this? We always had one at my customer service jobs). The supervisor talked over me and interrupted often, but eventually we were able to have a decent conversation and she at least listened to my frustrations even if she ultimately only helped me a teensy bit, and it felt very much obligatory rather than an actual response to my problems. If you want to speak to someone right away, don’t expect to. The number on file is an answering service, not the actual office so you have to call and leave a message and HOPE someone will call you back in a reasonable amount of time. And if you want to file a claim (some of my things were damaged in the move) you have to call them and then they email you. It’s such a roundabout, unhelpful way to provide customer service, if you get any kind of help at all. I would never use this company again and regret doing so this time.

Move size: 2 Bedroom Home Service cost: $4400

Air 1 ultimately charged me for 40% more cubic feet than I actually had. The mover on pickup day didn't provide me with a final volume estimate until after all my contents were loaded onto the truck and the mover claimed that I had 3000 cubic feet when I actually had 1400 (we found out after all of our items were dropped off at our house and we saw the volume markings in the semi-trailer). When I protested, the mover wouldn't budge on the estimate unless I gave him $1000. I eventually had to give him $850 in order to lower the estimate to 2350+ cubic feet, still much more than what we ended up needing Air1 to transport. Customer service has not been helpful and this entire experience has been a nightmare. I would not recommend Air1 given their predatory behavior, deceit, and poor communication. Do not be ripped off and pay $27,000+ for moving 1400 cubic feet cross-country like I was. Their customer service even tried to offer a $862.50 settlement (3% of our total expense) for their misbehavior in exchange for keeping my silence from online reviews / complaints.

Move size: 4 Bedroom Home Service cost: $27098

I searched for the best and most efficient moving company for an urgent move and Air 1 Moving was fast, easy, and friendly. They showed up in good spirits, were quick, efficient and worked very hard and to get all my belongings from point A to point B. They packaged, wrapped and moved our stuff with caution. No time was wasted. All my stuff were moved carefully and arranged without any damages. I am very pleased with my moving experience overall and I highly recommend Air 1 Moving and Storage!

Move size: 3 Bedroom Home Service cost: $4700