Purple Heart Moving Group

I am so blessed to have found Purple heart Moving Group. Once my husband found out his job was relocating to Nevada a million things went through my head , number one being how will I get my items from Virgina all the way across the country?. After looking at what felt like hundreds of moving companies I came across Purple Heart Moving Group. From the initial contact with their professional sales representative to the phenomenal customer service girls I knew they were the one. They arrived on time with prior notice before arrival. Everything was professionally packed and organized into the truck and off it went. Delivery happened roughly a week and a half later which was right on target. Everything arrived in pristine condition. I couldn't have been any happier and wanted to recommend to everyone!! Thank you Purple Heart Moving Group.

Move size: 2 Bedroom Home Service cost: $3500

This company has a great team of guys working for them. I have now used their services twice - once for a shorter move and once for a long distance move and both times it’s been a pleasure to work with them. They were very affordable. They had better rates than anyone else I contacted for a quote. They work fast, hard, and carefully. I don’t remember the last time I hired anyone who was so professional and kind. I will be using this company exclusively from now on. I’m so impressed with them and highly recommend using them for your own move.

Move size: 2 Bedroom Home Service cost: $4892

I hired Purple Heart to move me out of my apartment a few months ago. I had to move several states away and it was a good experience. When it’s time for me to move again, I will certainly give them a call. They made every aspect of moving so easy. They far exceeded my expectations. They were so helpful and such nice people. I didn’t have any damage during the move at all. They really got the job done and did it in the quickest and most efficient way possible. They really made sure I was taken care of.

Move size: 2 Bedroom Home Service cost: $4400

WHAT IT MEANS TO DO BUSINESS WITH PHMG

PHMG is a broker, no matter what they tell you on the phone (I was told by PHMG that they were not a broker), which means that they will not handle your move, and instead sub-contract with whoever can give them a good rate.

PROBLEMS WITH ADMINISTRATION AND PLANNING

* We did not receive the promised 24-to-48-hour advance warning before the pick-up of our furniture. I called PHMG the night before the move to ask if there are any updates, and I was told that the movers show up in 14 hours (8 am the next day).

* Movers had an incorrect moving inventory, although almost one hour was spent on the phone with PHMG three days prior to move to update the moving inventory. The inaccurate moving inventory resulted in the movers' showing up with a half-full truck that was too small to load all of our furniture; a delay in loading because the movers had to create a new inventory; a different pick-up charge than the one with which PHMG had provided me three days prior to the move.

* Instead of the "estimated" delivery of 4-10 business days, it took 3 weeks and 3 days (from June 27 to July 21) for our furniture to be delivered.

* The movers did not know to which address to deliver our furniture because PHMG had not provided them with this information.

* We did not receive the promised 1-day, 3-hour, and 1-hour advance calls before our furniture was delivered. Instead, the movers called once they were standing in front of the gate.

* We were not informed until the delivery crew arrived that we would have to pay a shuttle fee (from the semi-truck to our apartment).

* Nobody had arranged for a shuttle truck to transfer our belongings from the semi-truck to the apartment. The truck driver had to rent a U-Haul truck, which was only available after a 3-hour wait.

PROBLEMS WITH CHARGES AND PAYMENTS

* PHMG "adjusted" my payment three days before the move. The new quote was twice as high as the original quote.

* The payment due at pick-up was higher than the sum that PHMG had previously told me.

* Packing materials are, according the contract with PHMG, included in the charge. Nonetheless, the movers charged us for packing materials. PHMG refused to reimburse these costs.

* The movers refused move a large wardrobe that didn't fit in the elevator without paying them an additional 140$. We did not have the extra cash and had to leave the wardrobe behind.

PROBLEMS WITH MOVERS ON-SITE

* Upon pick-up, the movers were 4 hours late; upon delivery, several days late(see above).

* The delivery crew consisted of only two men, for full two-bedroom apartment. If we understood correctly, the crew was supposed to consist of four people, but two had taken off with the money from the previous job and gone drinking.

* The delivery crew damaged our apartment, including severe dents and deep scratches in two doors and multiple walls, ceilings, columns, and base boards.

* One quarter of our boxes and two thirds of our furniture got damaged (scratched, torn, dented, broken, drenched, and/or soiled), partially completely destroyed.

PROBLEMS WITH PHMG CUSTOMER SUPPORT

* PHMG employees lied to us in various ways. First, they told us that they are not a broker, which they are. Second, they told us that all furniture would be disassembled, which it wasn't. Third, they told us that we would only pay for the actual volume of our move, but we ended up paying for an estimated volume that was created via phone by a PHMG employee who neither set foot in our apartment ever nor saw the moving truck, and who told us himself that his estimate was an extreme overestimate. Fourth, they told us that cashier's check and credit card were acceptable payment methods upon delivery, which they aren't. Fifth, when confronted with these lies, they told us that nobody had ever told us the things on this list, I.e., they lied about lying.

* When we called PHMG and informed them that the pick-up crew did not have the correct inventory for our move and was going to charge us a sum higher than the amount with which PHMG had provided me, we were told that this was not an "actionable" complaint.

* PHMG was frequently unavailable over the phone and did not call back when we left voice mails requesting calls back.

* PHMG customer support reps were frequently rude and disinterested, and almost always unhelpful.

* We requested five times in different phone calls and voice mails to speak to a customer support supervisor, and our requests were denied or not answered. Excuses included that the supervisor was too busy, in meetings, and sick.

* This small "reimbursement" would not have come without strings attached: it was hush money. We would have had to sign a contract that would not have allowed us to publish any online reviews or publicize our bad experience with PHMG in any other way.

Move size: 2 Bedroom Home Service cost: $7300

I moved with Purple Heart recently and was very nervous and stressed out but I have to say they really exceeded my expectations. Initially I had an issue with a few missing boxes when my things were delivered but I got a call back a few days later that they tracked it down and they delivered it to me within the week! I couldn't be happier with the service they provided and how they handled my items and my concerns. I will certainly recommend them to my friends and family moving forward.

Move size: 2 Bedroom Home Service cost: $4200

We had to move out of state and had quite a bit of stuff we had to take with us. Purple Heart gave us both an estimated time and an estimated price that they stuck with. The guys they sent us were absolute rockstars. They took care of everything in a matter of hours. It was all much faster than expected and much faster than we guessed the process would be. I would definitely use these guys again. They just did such a great job. Everyone at Purple Heart was just so professional. I really do recommend them to anyone.

Move size: 3 Bedroom Home Service cost: $4632

These people are thieves and scammers. For our 1000 square foot apartment they originally quoted us $1500 after taking my inventory. However when they arrived for the job, which was outsourced by another horrible company, the guy quoted us an additional $3000!! How can a sales rep misquote so high. They then took 10 hours to pack, kept the furniture over night and we had to sleep on a blow up mattress with our toddler. They they charged more because the driveway way long, another aspect I told the sales rep but he didn’t add. $4500 and 30 hours later our furniture arrived damaged. These people are thieves and scammers.

Move size: 2 Bedroom Home Service cost: $4600

I'd score less if I could, as I think the scoring, 1-5, results in inaccuracies. A 5 is of course spectacular. A 3, I would think, would be average results. A 1 would seem to indicate the job was completed, but poorly.

I would give this experience a negative five. Not only did they not complete the job, the experience was also monumentally painful, scary.

**The initial estimate was $815.00 low. As the BBB is investigating, I found this to be my case as well. PHMG left off a transfer fee to a smaller truck, though we spoke about the need for it at length. A few days before the arrival of the truck, a female employee told me the estimate should have included the fee to transfer everything to the shuttle (Duh!! Too late now -- still PHMG refused to accept that it was their "mistake." ..Ri-ight). Their sophisticated method of calculating Cubic ft is seriously flawed. Movers took one look and said, "There is no way this is 525 cubic feet." $465.00 more. Scrolling, you will see why I had to shoulder the load upon the arrival of our things over a month later, and had to reassemble everything. Cheers.

1) We took possession of the apartment May 30th and learned almost two weeks later our possessions were still back in SoCal.

2) We were told, that evening that there was a 99% chance that our things would be on the truck leaving (LA) "tonight" -- which was two weeks ago. We learned the following day, our stuff still sat collecting dust. Getting anyone to answer our calls was impossible, No one had the integrity to reach out. I truly felt that something had occurred delaying the delivery, and LA Transfer & Storage (contracted by PHMG - as they earn $2000+ for not actually moving or touching your furniture) had simply thrown in the towel on this delivery, as obviously the load(s) would make money. Expeditiously getting things to the customer was not top priority.

3) More than a month later, our furniture finally made it to Florida. We had been living in Hotels a week, and then in the empty apartment on an air mattress 3 of the 4.

A) The LATS driver was not aware of the requirement to reduce our items to a smaller truck.

B) LATS hired the "Professional" movers from Craigslist. These "Professional movers," the morning the delivery was to be made, did not show, making the delivery 2 1/2 hours late, as he had to wait for others.

C) Of the "Professional Movers" LATS acquired via Craigslist, one was in fact someone who had moved furniture before. He and I BOTH worked VERY hard moving the furniture I paid PHMG good money for. Yes, due to the time constraints of being 2 1/2 hours late, and needing to make two loads, I carried and lifted to the front door, so the wife would only see him carrying. The other "Mover" was the fellow's girlfriend, who was not very capable of helping as she was suspiciously coughing and obviously suffering an illness.

D) The driver told us a number of times he was "Just the driver," and did not help much, and when he did, I seriously thought he was going to die.

E) The driver (Brand-new mind you) had rented a fifteen foot truck - 15 ft in total - meaning all of our belongings from a two bedroom apartment could not be brought over in a single trip. First trip, they arrived half full. We had the loading dock until noon. I petitioned the building to let me keep the dock and elevator until 3pm.

F) Five items in the first load from the larger truck to the smaller were not ours. I had a difficult time recognizing them, as it had been over a month since I had seen our things.

G) 2nd trip, I joined them at the UHaul to ensure these items were back in place with their original owners, and we retrieved ours (truck was in disarray).

H) Mover supposedly was not aware he was to re-assemble furniture taken apart (as contracted), and had no tools. Once locating mine, I spent a day and a half reassembling after helping move furniture.

I) Company policy requires you pay the remaining balance due, in Cash or a Postal Money Order, before they will even take a stick of furniture from the truck. This bodes very poorly.

Negative 5.

Move size: 2 Bedroom Home Service cost: $5740