Merchants Moving & Storage, Inc.

Horrible customer service experience. I called and was scheduled for an in-person quote for a Monday which was then subsequently cancelled and rescheduled for Tuesday the next day at 930am. I then got a phone call from Justin the person that would be doing the quote stating he was on his way a little early and should be at my house by 9am. I shortly after was contacted by Justin stating that he actually had to go back to the other house that was before my quote time to do their quote because they just got home but he said he should still be at our house around 9:30-945am, I said ok see you then. I then get a text message from Justin stating sorry, due to me being back from vacation I am running behind and things got hectic, I will try and reschedule you for a later time this week or so. This is extremely unprofessional as we re-arranged our schedules to accommodate these multiple cancellations and schedule changes on their part all to have him cancel a 3rd time and state that "he would try and reschedule later this week" Very unprofessional conduct on their company and scheduler side. He did not even try and accommodate at all or say he can push the time back a little etc. He just blew it off as well, sorry vacation messed everything up. Poor excuse for a business that you invite into your home to get a professional quote from in which I was referred to this company by another local company in the Treasure Valley. If I could rate this company a ZERO star. I would.

This was going to be a long review but no one reads those anyways so lets keep this short and sweet. +2 stars for a job well done physically (lots of stuff, no damage, hard workers) and mostly on time. -2 stars for bid/invoice bait and switch games and -1 star for billing integrity/logistics/IC attitude. Ultimately we felt they adjusted the invoice from the bid to obtain there non binding quote amount they wanted. We prepped and helped immensely to facilitate the project and reduce man hours and low and behold the price was nearly the same. We prepped and operated on the pretense of the non binding bid and then the bill came and it billed much different then the original bid. Undisclosed truck fees and phantom workers not on the job. Had we known we would have set up differently. They did work with us and we worked it out so that was great of them but should not have been necessary. Advice, use them, but monitor everything very carefully and assume anything and everything will get you charged even when its their poor timing, equipment (missing ramps) and waiting on trucks. Log log log everything. Log everything. I can promise you will be happy you did and scrutinize the billing. Did I mention log everything?

Worst moving company I have ever seen! Coming from a military background with 4 PCS moves under our belts, that says a lot. We were informed by their supervisor Justin that his crews would unpack and reassemble everything they packed and disassembled. We were promised that when we moved back into our home, everything would be placed back where it was before our reno. After our reno was complete, their crew moved our boxes from our garage to the inside of our house, put up one tv and did a half-assed assembly job of 2 beds because they couldn't find the parts needed because they packed them. 😒 Then they took off leaving all the packed boxes all over our home. They didn't unpack a single box for us as promised. The other TVs weren't put up, and zero blinds or curtains went up and no mirrors were put back up. Not only did they leave our house scattered with packed boxes and a ton of work for us to do, but they were rude when I asked why they were leaving without unpacking any of the boxes. The answer I received was, "We're not a maid service." When their supervisor Justin was informed that his crew left us stranded, he said he would send some guys out to unpack boxes and help put things back the next day. The next day rolls around, and two guys from Merchants come by only to pick up moving blankets that were left in our garage by the crew from the day prior. They did nothing else and said they were only instructed to pick up moving blankets. They picked up the blankets and left. At this point, we didn't think another crew was coming to help us and they considered this job done. If another crew was coming, nobody informed us of that information. So, my husband and I (both disabled Veterans) decided to unpack all the boxes ourselves and do their job for them. We had 90% of everything unpacked and back in its place before the weekend was over. But as we unpacked the boxes we found several problems. 1. Mismarked boxes and items. 2. Boxes placed in the wrong rooms. 3. We found the slats to our daughter's bed and the power box for our adjustable frame. 4. Speciality furniture parts and tools were packed. If a third-party furniture specialist showed up when the first crew came by to scatter packed boxes in our house, he wouldn't have been able to do his job because all the parts he needed were packed. 🙄 I highly advise this company to vet the independent contractors they hire to do the work for them and have better communication with homeowners or companies that hire them. We do not recommend this company to anyone and we will never use them for any future projects or moves.

Ron Grove (owner, now retired), at Merchants facilitated a few moves for me over the past couple decades (local and inter-state), and all were amazing experiences. He was also understanding on a couple of occasions when I did not go with them. I have also referred many people to them, including friends that are like extended family to me, who Merchants has moved before. We recently reached out to get a quote to move them to their final home for retirement. I let Justin know that the wife is “forgetful”, easily confused, and I was doing this legwork to make it less stressful for her. First, he called me five minutes after our appointment time to let me know he was running an hour late. I had cut my work day short to meet him, but had to wait. As for the quote, my friends ultimately decided to go with another company. When I emailed to let Justin know and thank him for his time, rather than thanking us for the opportunity and asking what the deciding factor was, I received this condescending and unprofessional response (see attached screenshot). He also cc’d my friend who immediately contacted me because she was very confused, something I told him I was trying to avoid for her. Definitely not appreciated. These friends and I have given Merchants thousands of dollars of business over the years, and this is how we are treated because we opted for another company on this one occasion? Sometimes personality outweighs price, and Justin proved that point perfectly. It also confirmed that we made the right decision to go with the other mover who has been so gracious, kind, and helpful. I will never use or refer friends to Merchants again.

Merchant's Moving (Atlas Van Lines) and our crew, Nick, Will, Jason, Joey and Shay did our packing and moving! They were outstanding! They were cordial, helpful, and they went above and beyond what we expected in getting us moved out of our home. We really appreciated all the hard work the team did but also the professionalism and friendly/helpful attitudes they demonstrated all day! Thank you to the crew and to Merchant's for great service!