Nick's Moving Company

Initially the experience was great, booking was easy and straight forward. I was quoted a 3hr minimum charge for the day because my move was taking place September 1st, which is the busiest moving day of the year in Cambridge/Somerville. I was booked for 8:30 AM (with a half-an-hour leeway to account for traffic etc. so 9AM was agreed upon as acceptable). I also paid ahead of time as was requested to do for that day.

I checked a week or so before the move to confirm the date and time of 8:30AM on 9/1/20 and it was confirmed.

The day of the move around 9AM, I call the owner and ask for an estimated ETA for my pickup since they hadn't arrived yet. I was then told to expect them to arrive by noon because of sanitizing the trucks etc (this was not our original agreed upon time-frame and I stated so on the phone). I gave them the benefit of the doubt because of covid etc.

At around 11:15 I call again asking for an update because I still had not received notification of when they would be coming, however the owner was unable to give me an update and gave the excuses of covid and traffic due to it being a busy moving day. I call again around noon because still nothing and I'm insistent on an updated ETA. Owner states he cannot give me an update because he hasn't heard from his guys. It's close to 1PM now and I call AGAIN to get an update because I have still heard nothing (even though during the previous conversation the owner said he would text me with an update). On this phone call the owner reveals to me that my pickup was supposed to be the first pickup of the day however only stated that he was unsure why his guys hadn't put my pickup first on the schedule. No resolution, no apology, only a patronizing comment thanking me for my patience.

Around 1:45 PM the truck finally arrives at my apartment, with a 10 minute notice and at this point I was in Somerville moving stuff myself because I didn't know if they would show up at all. The move took less than an hour to load my stuff, drive to Somerville, and then unload it. The move itself was fine, the guys were courteous and helpful (which is the only reason there are two starts instead of one).

The next day with my evidence of an agreed upon start time and a photograph of the paperwork that stated the actual time, I requested to the owner a partial refund because at least four hours were wasted in waiting for them to move me and I lost money because I could have been worked in that time instead of guessing when they would show up. The owner refused.

Even if it is the busiest moving day of the year, there are no excuses for being at least four hours late for a job. Traffic, Covid regulations and timing should all be figured out by a PROFESSIONAL company, but instead the blame was deferred to other matters rather than their own mistakes. For being an expensive move with a minimum built in (which should already be the buffer for it being a busy day), I am extremely disappointed with the customer service and will not be using this company again. I recommend to defer to other companies in the area before going to Nick's.

Move size: Partial Move Service cost: $520