Hello! Let me start off by saying my HUNKS moving crew was PHENOMENAL! Sam, Phillip and Patrick came in, surveyed what I had to move, then immediately got to work. They handled EVERYTHING, I didn't have to lift a finger. During that time, they answered any questions I had and asked me if they had a question before just assuming the answer. I truly felt valued as a customer...during this portion of my time with College HUNKS. They also did a great job moving me into my new apartment, even though they had to go up two flights of stairs. I did not hear a single complaint from any of them! I would give them a 10/10 for professionalism and efficiency, they were not lacking in any way. Unfortunately, I cannot say the same for the customer service/office staff in the days leading up to my move out and move-in day. On Tuesday, I was contacted by Melissa via phone call asking me a couple of questions about my move, at which point she informed me that I would have to complete a virtual walk-through/estimate. She told me someone else would send me a text to complete this process, which needed to be completed BY Friday. On Friday, three days later, at approximately 3 p.m., I received a text message from Alyssa. She told me that she needed to schedule a time with me for the virtual walk-through, either via FaceTime or video, and that it needed to be done that day. I work full-time and I was on the clock at that time, but I responded and told her that I would be available after 6 p.m. and recommended that we set something up for 7 p.m. She agreed to contact me via FaceTime. At approximately 7 p.m. that evening, I waited by my phone and heard nothing from her. I texted her at 7:06 p.m...no response. I called her and left a voicemail at approximately 7:15 p.m...no response. Finally, at 8 p.m. I received a text message from her informing me that she had a familial issue that needed her attention. While I understand that text message can often be misconstrued, I interpreted the message to be dismissive and unprofessional. I would have been happy to reschedule if she had messaged me 15-30 minutes after our missed appointment, but by 8 p.m. I had resumed my weekend plans. The following day, I decided to reach out to the company to contact a manager and inform them of the situation. At this point, I was concerned that a crew would not be arriving as scheduled. I contacted the company twice, calling the Winder office location since I knew that is where the crew for my move was based, but was put through to a call center and told that a manager would contact me later. At approximately 11:50 a.m. this same day, Alyssa texted me again asking to reschedule. I responded at approximately 12 p.m., deciding that at this point I just wanted to ensure the crew would arrive. I suggested to her that we hop on a call together at 1 p.m...I never heard from her again that day. The following day, Sunday, one day before my scheduled move, I receive a text message from Melissa at 10:56 a.m. She proceeds to explain that she knows Alyssa missed my call and says she understands my frustration, but does not apologize and discloses Alyssa's personal medical situation. She also defends Alyssa's actions and insists that Alyssa has been trying to reach me. She tells me that Alyssa will try to contact me again that day and then we can proceed with the estimate and my appointment. While I am appalled by her response, I send her a polite response telling her that I will be on the lookout for Alyssa's message. Later that afternoon, I receive a phone call from Alyssa. The phone rings once, and before I can answer, the call ends. I call back immediately and it goes to voicemail. I leave a voicemail and try to call Alyssa two more times throughout the afternoon and can never reach her. Finally, that evening at 8:35 p.m., I send both women a video with what will need to be moved the next day, hoping that it will substitute for a FaceTime call. Melissa responds to the video in a separate message, again insisting that Alyssa has been trying to reach me and the number she uses cannot receive video. I send the video to Alyssa separately, but never hear from her again. Instead, Melissa FINALLY sends me an estimate and confirms that the crew will show up Monday. Thankfully, they do.I know that this review has been lengthy and I appreciate whoever takes the time to read it. Please know that I am not trying to "throw anyone under the bus", but I feel that as a customer I have been mistreated by a company that has a reputation for being good to their clients. Again, the three young men who moved my belongings were extremely professional and I do not wish for the poor portion of this review to reflect on them. I do hope to receive some sort of response or explanation to this review in order to clear the situation and feel confident on recommending College HUNKS to future movers. Thank you for your time.
LH
Lauren H.
August 2021
