What to watch out for
- 1Point damage complaints to your claims process. Don't admit fault or deny it in public.
- 2If the bill came in above the estimate, briefly explain how estimates work and offer to review it privately.
- 3Thank crews by first name. Customers remember who carried the piano.
Example replies
Smooth long-distance move
5 starsMoved from Austin to Denver and everything arrived on time and in one piece. The crew was amazing.
Reply
Austin to Denver with everything in one piece. That's exactly how a move should go! Thanks for trusting our crew with your belongings, and welcome to your new city.
Why it works: It's personal, mentions the route, and celebrates the outcome.
Bill over the estimate
3 starsCrew was careful, but the final cost was higher than quoted.
Reply
Thanks for the kind words about the crew. We understand how frustrating a higher bill is. Our hourly estimates can change if the move takes longer or more items are added, but we want you to feel the final bill was fair. Please call us so we can go over it together.
Why it works: It explains how estimates work without sounding defensive and offers a review.
Damaged furniture
1 starsThey scratched my dining table and dented a door frame.
Reply
We're very sorry to hear this. Please contact our office so we can open a claim and review the damage with you directly. We want to resolve it fairly.
Why it works: It's calm and routes the issue into the claims process.
FAQ
Should I reply differently to reviews about a crew versus the office?
Credit crews by name for praise, but respond to complaints as the company. That way the office takes ownership.