Smart Move Moving and Storage
Reviews and Complaints

Robert and Chaston was polite, worked efficiently, and was respectful of our stuff. I will definitely use this moving company on my next move.

The guys were on time, fast and careful with our stuff. They were all really nice, friendly, and fun to be around, especially during a stressful move. We're gonna keep using Smart Move for all our future moves.

We paid twice as much to move as we were quoted. Smart Move stored our items for us, but they misplaced them for two days. After receiving a lowball offer for damages to our belongings, the owner told us we could *** him if we didn't like it.

Stay away from this company! I hired them to move my family from my three bedroom house...what a mistake! The crew was so bad, they used a dolly that wasn't put together right and messed up my fridge and dresser. The dresser was perfect until Smart Move got their hands on it. They even broke the glass top of my computer desk and messed up my entertainment system. And guess what? They only gave me a measly $500 for all the damage.

This moving company is the worst! They moved me from a one bedroom apartment to another. I got new furniture and it had never been moved before. They scratched almost everything and my entertainment center is missing two shelves and the hardware to put it back together. On top of that, the driver yelled and argued with me and his coworker. The coworker left (I don't blame him) and it took over an hour to replace him. My move took longer than it should have and it took me another two days to finish. They asked me to submit a claim, but it's to the owner, not their insurance provider. So, I don't expect a fair resolution.

I agree with a comment below: Stay away from this company! To summarize: we got a low offer to make the move and were charged a lot more. The company had been told that we were moving to another city 4 hours away, to an apartment on the third floor with, of course, an elevator. The young men who did the packing, moving, and driving were hardworking and very nice. The owner is the problem! His response to my complaint filed with the ComplaintsBoard.com is full of lies and exaggerations. After losing two lamps, one a handmade, breakable ceramic lamp which they left on the truck and finally shipped to me was very badly packed in a box too small with no bubble wrap and very little stuffing, resulting in it being smashed into multiple pieces. The owner responded to the ComplaintsBoard.com by saying that he was willing to pay me $300. When I accepted his offer, he was very quick to email me a form to sign saying that I would make no more complaints and that the check would be mailed within 7 days of his receipt of the form. I have the original receipt for Certified Mail from the *** showing that I mailed the form to him on 8/30/22. It is now Sept. 26 and I have received nothing, nor does he return phone calls. I will keep making complaints until he does what he promised. BUYER BEWARE!

I only give them one star for moving. I was quoted 598 for 3 guys and a truck, and double checked that the fuel charge was supposed to be included. They got here and began wrapping my stuff, including rod iron chairs x 4, which really wasted time. I only had one bedstead to move and one bed, along with one small table and the 4 rod iron chairs. Additionally, there were 2 dressers, 1 mirror off the dresser, 1 chest of drawers, and 2 nightstands. There was also one empty jewelry chest, 3 bookcases, 1 coffee table with 2 end tables, a dining room table with 6 chairs and 2 leaves, and a china closet that could come apart in 2 pieces. Furthermore, there were 7 medium boxes and 2 lamps. The distance of my move was only 2 miles, and the truck was less than half full as the rest I moved myself. They took my stuff and went to the store to get food and drinks, which took them about 30 minutes. This should not be included in my mileage for extra fuel! They did not inform me that they would charge for their blankets and tape, even though I had more than enough for them to use. When they delivered my belongings to my new home, the driver got testy when I questioned the charges and said I was giving him attitude. I was trying to call the company to clarify the charges! The entire move took a little over 5 hours, including several bathroom breaks and the trip they took to the store. I am a disabled senior citizen and I can't lift what I paid them to do. The driver told me after I paid, as they would not give me my property until I paid, that they would just dump it and go if I continued to question the owner. I did not yell at him, though I did cry when they said they wouldn't put the stuff in my rooms. Two of the guys were nice and tried to put it in my rooms, but nothing was put together. My china cabinet is in pieces and they chipped my doorways' paint. They even bumped me in the head. Very rude. Scam. Never use them!

I recently used Smart Move Moving and Storage LLC for my move and I gotta say, they were pretty good. The guys showed up on time and were really nice. They worked hard and got everything loaded up in no time.

The only problem I had was that they accidentally broke one of my dishes. It wasn't a big deal though, stuff happens. They were really apologetic about it and offered to reimburse me for the broken dish.

The move itself went smoothly. They took good care of my furniture and made sure everything was wrapped up properly. They even helped me set up some of the bigger items in my new place.

The price was reasonable too. They gave me a quote upfront and stuck to it. No surprises or hidden fees.

Overall, I would recommend Smart Move Moving and Storage LLC. They did a solid job and made my move a lot easier.

On October 4, I used Smart Move Tucson's services for my move. The movers were good and the move went well. I gave my credit card and got charged before the move was done. The move took less time than what I paid for. The mover and his boss said I would get a refund for one hour of labor. It's been more than a month since my move and I still haven't got my refund. I called many times to fix this, but they always said my refund was sent or the owner, ***, would call me back. But that never happened. I just want the refund they promised me.

On or about 9/24, I discussed moving services with the Sales Manager at Smart Moves Moving & Storage. I requested a quote for packing my belongings, excluding furniture, and relocating them to my storage unit. I mentioned the urgency due to my partner's recent passing and the assisted living facility's deadline for clearing out his possessions to avoid a $4500 fee. The Sales Manager provided a quote, ensuring no hidden fees, and scheduled the move for 9/28, with a promise to keep me informed. However, on the move day, after no communication and my call at 4 pm, I was told the move would be postponed to the next morning, disrupting my plans for a funeral flight on 9/30. The Sales Manager offered to waive the fuel surcharge as compensation. The following morning, the moving team arrived unannounced at 7:30 am, unprepared with no boxes, causing further delays.

On August 6th, Smart Movers relocated my belongings from Tucson to a new city. During the move, my upright freezer damaged the laundry room floor. We documented the damage, and the drivers informed the owner. At my new home, I discussed the issue with the owner, who promised a claim form. After submitting the form and obtaining a repair estimate, I contacted the owner. The $1952 quote for tile replacement was deemed too high by the owner, who then failed to provide alternative contacts and is now unresponsive. The move cost me $1466.00.

This complaint is a continuation of ID# [protected] which hasn't been resolved yet. We got a message from the business owner, *** of Smart Move Moving and Storage via the ComplaintsBoard.com on 9/24/22. After a paragraph with an explanation full of lies, he offered us a settlement of $300.00. He texted me a document to sign saying that I wouldn't continue with any complaints. It also said that once he received the letter, he would mail me the check within seven days. I sent the form via Certified Mail from the post office and have proof that the letter was delivered on Thursday, September 1. Long after the seven days had passed on Sept 21, I called Smart Move and asked to speak to ***. *** told me that he was on another line and would call me back. Of course, that never happened. I called again on Sept. 22 and left another message saying that if I didn't hear from ***, I would file another complaint with the ComplaintsBoard.com. Here we are on October 2, 2022. Another example of the owner's lack of concern for his responsibilities and obligation that he committed both to the ComplaintsBoard.com and to me. Thank you for helping me with this matter. (I'm trying, in vain, to upload the photo of the P.O. receipt. I don't know how to do it!)

On 8/31, we received a moving quote from Smart Move for $1461.10 from their representative. He assessed our moving needs at our location. The quote detailed a four-person crew with a truck for 6 hours of labor plus 1 hour of travel, at $183.00 per hour. We scheduled the service for 9/23, expecting them at noon. However, they arrived at 4pm with only three movers. They failed to complete the job as promised, and the final bill was a staggering $3882.30, double the estimate. Despite paying in full, our belongings were damaged: scratches, breakages, and improper reassembly were evident, with missing screws and bolts. We filed a claim on 9/28 as instructed, but the company's owner has been uncooperative, offering a paltry $615 compensation, which is inadequate for repairs or replacements. We declined their initial offer based on their $0.60 per pound coverage policy. On 12/5, the owner proposed $815, still insufficient. To resolve the issue, I proposed a settlement of $1100 on 12/14, the minimum to address our damages. A follow-up on Jan 5, 2021, yielded no response.

I found a moving company on Angi and Home Advisor websites called Smart Move Moving and Storage. They had a good rating and were members of the ComplaintsBoard.com, so I decided to hire them to move my furniture on 12/15. Unfortunately, my furniture and the new flooring got damaged during the move. I spoke to the manager, ***, and he said I would be reimbursed based on the weight of the damaged furniture or the repair bills. I provided all the necessary information, and we agreed on a reimbursement amount of $440.18.

However, before they would release the payment, they asked me to sign a contract. The contract stated that I couldn't say anything negative about Smart Move Moving and Storage or its employees, and I had to remove any negative comments I had made online. If I couldn't remove them, I had to say that all issues had been resolved and I was satisfied. It seemed like they were trying to maintain their 5-star rating by silencing any negative feedback. I was not happy about this.

I decided to file a complaint with Angi/Home Advisor and started working with their agent. The agent was able to get *** to remove the part of the contract that required me to change or remove my comments. However, *** sent me an email saying that my refusal to remove the poor ratings showed that I didn't care about the damage they could do to his business. He even sent another email with rude and disrespectful language.

Overall, my experience with Smart Move Moving and Storage was not satisfactory. The damage to my furniture and the way they tried to control my feedback left a bad impression. I would not recommend their services to others.

We had a terrible moving experience on October 16 and we're asking for $100 for damage to a nightstand and $30 for not having enough shrink wrap. A total refund of $130 is more than fair. My partner noticed that the movers flipped the nightstand (we didn't realize until they left), as the top drawer's contents were upside down and I can't even open the second drawer. We'll have to figure out how to pry it open without causing more damage or find a furniture repair shop. Because we didn't have enough shrink wrap, my partner and I had to move some large items ourselves. Not acceptable. The foreman, ***, was cursing the whole time, partly because he and his crew had to make two trips to move our belongings from our old place to the new one. He added to our stress. We're CUSTOMERS! That didn't seem to matter. He called before coming to our old place to let me know that he and his crew were in a small truck and said he would get a bigger one if needed. I told him how many bedrooms and other rooms we had, as well as the number of large items. My partner and I thought the small truck would be enough, but it wasn't, and we didn't want to delay the move by having them get a larger truck. We're not moving experts, so why should we have to make that decision? Before the move, I filled out a form to inform the company about the number of bedrooms, etc. being moved, so did *** pass that information to the movers, or were they unprepared for some other reason? I still haven't received an itemized receipt, even though I emailed *** three times to request it. In that email, I mentioned the issues we had with the movers, but she chose to ignore me after the first email. I left her a voicemail on October 16 and sent emails on October 18, 19, and 31. I also spoke with Ricky on 11/1. He said the owner would get back to me, but they haven't.

The letter we sent to Mr. ***, the boss of the company, on July 2, 2022, had a couple of problems. Hey Mr., we got two problems with your company's estimate and final bill, and also a ceramic lamp got broken. The move happened on May 12, 2022, from Marana to Flagstaff. The original estimate was $2850.10, but the final bill was $4263.34. They gave us a low estimate to make us choose them, but then the final bill was way more than the estimate! I called you to talk about lowering the bill to a more reasonable number. You said you would talk to others and get back to us, but we never heard from you. Good customer service starts at the top, but it's not cool to be ignored by the owner. Now, about the lamp. After two weeks of unpacking, we couldn't find the lamps. I called on May 28 and talked to ***. He said he would check the Lost and Found and call me back. He did find the lamp and sent me a picture to confirm. He promised to pack and send it, but it took weeks for it to arrive. I had to call every Monday for three weeks. Finally, the lamp arrived on June 17, but it was in three pieces and had broken parts at the bottom. The box was too small and didn't have enough padding to protect it. The box had a spot to mark it as fragile, but it wasn't marked. I have pictures of the lamp and the box. We want you to reduce the bill by $750 and pay $150 for a skilled potter to fix the lamp, which adds up to $900. We'll give you two weeks from when you get this letter to fix it. We have a receipt from USPS to prove it. ***/

I called Smart Move Moving and Storage on 11/10 for an estimate of $1500. I requested a 3 man crew and a big moving van. There wasn't any contract or information about what would happen if there were damages. The crew arrived on 12/11 with a small truck and only one furniture pad. They moved our boxes first and said they would get a bigger truck. The boxes arrived undamaged. However, as they packed and moved our furniture to the new house, things started breaking and they put a hole in the wall of our old house. The main driver, ***, took pictures and told us to report it. He said he would send the pictures to his owner. *** became hostile and even asked for a tip at one point. We thought the customer service was terrible as they held our belongings hostage until we paid. We were charged $2492.22, even though I wanted to speak with the manager. There was no inspection of our items before the crew left. After my husband looked at our furniture, he found damage on almost every piece. There were dents, paint completely removed, scratches, door handles not attached, and scratches and dents on the walls. We contacted Damien Perkins and he gave us a claim form #13069, but said nothing would be done until our Wells Fargo investigation was completed. The investigation closed on 3/8. We had multiple phone calls and sent pictures and a detailed form on 4/8. On 4/22, our claim was denied because it was past 60 days. When we asked where the 60 days was mentioned, we were told it was in the contract. He sent the contract, but there was no mention of the 60 days on our signed pages. There was an inserted page with fine print, but no signatures or company title. We never saw this page, and the "contract" we signed didn't even have an employee's signature. We asked for $2146.80 for the claims with pictures (which didn't come close to covering the damage), and we were unsure how the wall damage would be handled.