We hired Graebel to move our household from Cincinnati Ohio to Seattle Washington. This is the fifth time we've moved using professional movers, so we're not novices at this.
Communication was dreadful throughout the process; calls, texts & emails were not returned, particularly when concerns were raised. (see below)
We discussed a certain communication protocol, and we were assured that we would hear from the dispatcher during the week of the move and from the driver himself 2-3 days before the move. We only managed to reach the dispatcher after many calls, emails & texts. The driver, despite promises from form the dispatcher and others, finally called us the morning of the move. This was an issue, as our move involved two pick up locations and, sure enough, he was headed to the wrong one first.
We were assured repeatedly that the team would include an experienced professional to dismantle, pack and move our baby grand piano. Sure enough, the day of the move, it became clear that no one on the team had a clue how to dismantle our piano -- a Baldwin, which is as common as they get. By the end of the afternoon, the company had hired a third party to dismantle the piano.
We were promised that paper & blankets would be put down throughout our house, to protect it during the move. This was not done. We had extra clean up and last minute repainting due to this.
I watched the movers load boxes sideways. These were clearly designed and marked to be packed and loaded upside up. I pointed this out and the items were re-loaded however, as the move progressed, we learned that our goods were to be loaded and carried in at least three different trucks. Clearly, i would not be there to supervise the load-in of the other trucks. As we had packed the boxes ourselves, we had no recourse when items arrived broken.
Hardware from our furniture was packed separate from the furniture. It did not arrive with the rest of the goods. When it was located in Cincinnati it took a week to get to us.
The driver in Cincinnati did not have sufficient inventory sheets, so he separated the carbon copies and later emailed me scanned copies. When we received them, we realized that they contained virtually no descriptive information – ALL boxes were “PBO” – packed by owner, with no description of size or box. This created issues for the Seattle driver when we were trying to correlate the inventory sheets with the items
We were promised a final accounting within two weeks of delivery. After many emails, we received it four weeks after delivery.
The Cincinnati crew was very pleasant and easy to deal with; however, they were completely uninformed and unprepared for the task. The Seattle crew was great; they prepped our house well, and when it was discovered that a couple of items were missing, they returned to the warehouse that night to locate and hand deliver them.
However, the coordination and communication from the originating office was terrible. A move of this size always contains a lot of anxiety -- Graebel took it over the top. Clear communication throughout would have gone a long way towards ameliorating the situation, but this seemed to be the least of their skills. Throughout, we never had an apology or explanation for why things were not happening as promised.