Customer ReviewsforFalcon Moving, LLC

I strongly recommend against using this mover. Not responsive when you need them, break your stuff, lie to you about discounts and pickups, dont estimate time properly, and pay employees extra if you leave a good review. Here are the details:The central office (************************) are very diligent and responsive in getting you an estimate, and to make sure you may after you move, but they disappear during the move when you need them most. I scheduled a (1) packing day team led by ****** claimed they had to leave within 6 hours (not true) and left most of my house unpacked, including items I said needing packing (2) moving day, the team led by ****** had to do most of the packing, and then the loading, but their truck was too small because ****** didnt accurately tell them what they needed. By the way, the entire time this day and the next day (move out) I was calling and texting ***** but no answer, and he never returned my calls. Later I was told he was on vacation. By the end, they were loading my stuff in one of the movers personal minivans and its door broke. Some of my stuff was left over, so another truck came the next day (day before closing) to pick up more of my stuff no charge to me how generous considering it was their mistake to begin with. They had the packing day to clearly understand how much stuff I had to move, but it was never conveyed they said because I had a basketball hoop I didnt tell them about (I did, on packing day), it was my fault. After these mistakes, ****** said theyd take care of me on my move-in (a week later). I find out from the employees that if you take a picture with them, and leave a good review, the crew gets paid more (points towards a bonus) that explains all the good reviews!Move-in time comes, kept calling and texting ***** but no answer -- I found out later he's on another vacation. In his place, I'm assigned to ******, who tells me [read more in ****** review https://tinyurl.com/4sxv7mwj

Hi Ahsan. We appreciate the opportunity you have given us, and we deeply regret that we were unable to meet all of your expectations. We're very grateful for your honest feedback. Feedback such as yours helps us make improvements with our processes.We do about ***** moves per year, issues do occur from time to time, and almost all of our customers are happy with the resolution we're unable to provide to them. Unfortunately, it looks like your opinion might not change, but the positive in this situation is that we can get closer to 100% for future customers who have issues.It certainly looks like we could look into our phone systems. Same thing goes with our training process when it comes to training movers for jobs when we pack jobs. We don't know why the Lead on the packing job was under the impression that he has to leave by a certain time. This is never an issue we have had on normal moves (without packing,) so we will be sure to add this to our training process to make sure this doesn't happen on future pack jobs. We had also never even thought of having the Lead on a pack job take the time to assess the list of items to compare to the original estimate, and we think it's a great idea to start doing this.Fortunately, on the day of your closing, we were able to pickup the items we were unable to fit into the 2 trucks on the previous day. Although we charge for services provided, we didn't charge you for the time it took to do this.As far as the pictures and reviews, you are correct. This is not a secret. We give our employees bonuses for doing a great job for our customers. As it's general human nature to strive for excellence when a reward is involved, we feel like doing this results in more satisfied customers than if we didn't do this.For the items that had gotten broken, this review is the first time that we have been made aware of these specific items. Some of those pictures look like things that we are clearly responsible for, and we are more than happy to reimburse you for those items, as well as the other ones assuming that we were at fault. There is also another item that was broken that was a picture frame. At this moment, we have dropped it off at a glass / framing place so that it can get repaired. We will be delivering that to you after it is repaired.We are glad to hear that we were able to properly assemble all of your items. You may have been surprised to have seen ****** looking up instructions online. When accounting for all the manufacturers and model lines that exist for furniture, most of the time we do a move, it is the first time that we have ever assembled or disassembled a specific piece of furniture. The piece of furniture was complex with the disassembly / reassembly, and this was the reason that ****** didn't just innately know how to do this without looking up instructions. The "generosity" in this was that ******, as well as TWO other movers were at your house for SEVERAL hours after the move had been completed (and we were no longer charging you by the hour - we provided you services at no charge).For the wardrobe boxes, ****** had told ****** that he told you that they would be free as long as we get them back when you're done with them. We apologize for the inconvenience of this specific thing. We understand that WM might charge a lot to dispose of wardrobe boxes, but they can also easily be folded in half or cut with a box cutter, and put into a garbage can. As far as what ******************* or may not have told you, this is the first time that we had received a complaint about ****** saying one thing, and then saying something else afterwards. We appreciate you bringing this to our attention, as we are now discussing with our IT / ************* about setting up a call recording feature.We appreciate the valuable feedback that will help our business prosper in the future, and we still hope that we can rectify any other issues that we can reasonably come to a resolution on with you.