CUSTOMER REVIEW DOCUMENTATION | OCTOBER 9, 2026
I normally do not go to this extent when a customer leaves a review. My time is extremely valuable, as I personally manage the entire office operations of Reliable Movers LLC. We do not employ additional office staff.
However, because Google does not allow business owners to attach photographs or screenshots directly to review responses, I have decided to provide the relevant documentation here.
The purpose of this page is to present the supporting evidence concerning the customer’s review, including communications, moving guidelines, and other relevant documentation.
On September 14, 2026, the customer contracted with Reliable Movers LLC for moving services.
The customer was sent a moving contract containing our written moving guidelines, policies, and customer responsibilities.
Our standard procedure is to instruct customers to carefully read their moving contract and guidelines before responding to confirm that they agree to the terms.
These guidelines are provided in advance so customers understand what is expected before moving day.
Prior to the scheduled moving services, the customer requested a reduction in our moving rate several times because the household items were initially being moved into the garage. I declined those requests.
However, I did provide a discount for our employees to return on October 9, 2026, to move the items from the garage into the house.
Reliable Movers publishes its local moving rates on our website so customers can review our pricing before booking.
Our rates for local moving are listed on our website. Please do not try to haggle the employees for a lower rate. Haggling will not be tolerated. Payment is due when the services are completed. Payment will not be withheld or disputed for damages. We must follow the claim process for our insurance company.
The customer’s review is reproduced without changing its wording. Yellow highlights identify specific statements disputed by Reliable Movers LLC.
I left a negative review because we had a terrible experience. Customers have every right to leave an honest review when they receive poor service and, especially, when they no longer feel safe in their own home. Rather than listening to our concerns or taking accountability, Jen and Mike have chosen to attack us. No customer should ever have to go through this.
Let me clarify what actually happened, because Jen and Mike have now edited their response to my review approximately five times, adding new claims and details that I dispute while bringing my family and my husband’s workplace into the situation. Instead of addressing the service issues that led to this review, they continue to change their narrative.
Here are the facts. Our original appointment window was 2–4 p.m. It was then moved to 1–3 p.m. On the morning of the appointment, we were told they would arrive at noon. We agreed to accommodate the change. We were subsequently informed by text that they were running late because they were having payment issues with another customer. I have the text messages documenting this timeline.
When the two workers arrived, I politely asked whether they had shoe covers or could change their shoes. For context, we have a newly built home with new floors. Our driveway is unpaved and covered in rocks, and the recent rain had left mud around the property because we had not yet seeded the lawn. I was trying to protect our new floors, not create a problem. The previous crew had used shoe covers without any issue.
Instead of responding professionally, one of the workers became visibly angry and argumentative. I was polite and tried to find a reasonable solution. One worker then kicked off his boots beside the house and said, “Fine, I will just wear my socks outside and inside, and you’ll have to deal with that.”
The situation deteriorated further when the workers attempted to move a couch through our basement doors at the wrong angle without removing the legs. The couch became stuck and began to tear. The workers then began yelling, arguing with each other, and swearing.
At that point and prior, I had my husband on speakerphone because of how uncomfortable and aggressive the interaction had become. I texted Jen to tell her that my husband was on his way home from court/work because of the situation. I never once used his professional title. That is also documented in our text messages.
Following this interaction, we contacted Jen, informed her that the job was over, that the workers were no longer welcome to continue, and that we were terminating the service. We also told her to stop contacting us.
What happened next is a separate but equally concerning issue. Rather than respecting our decision and addressing our complaints, Jen continued posting responses that, in my view, misrepresent what happened. Those responses have reportedly been edited multiple times, with additional claims added along the way. Bringing our family and my husband’s workplace into a dispute over a service appointment is completely inappropriate.
This is exactly why customers need to be able to leave honest reviews without fear of retaliation. A customer should be able to report a negative experience, explain why they felt uncomfortable in their own home, and choose not to continue working with a company without becoming the target of personal attacks.
We did not leave this review for no reason. We left it because of our experience, the conduct we witnessed, and the way the situation was handled. We stand by our account of what happened and have the text messages to support the timeline we have described.
Customers deserve professional service, respectful communication, and the ability to raise legitimate concerns without having their personal lives dragged into the dispute. No customer should ever have to experience this.
“Here are the facts. Our original appointment window was 2–4 p.m. It was then moved to 1–3 p.m. On the morning of the appointment, we were told they would arrive at noon. We agreed to accommodate the change. We were subsequently informed by text that they were running late because they were having payment issues with another customer. I have the text messages documenting this timeline.”
The customer’s scheduled move on October 9, 2026 had an estimated arrival window of 1:00 PM to 3:00 PM.
Although the customer repeatedly referenced a 2:00 PM arrival, our written text messages confirmed the 1:00 PM to 3:00 PM window. The customer acknowledged that confirmation and requested an advance call when the crew was on its way.
During a telephone conversation, I also explained that afternoon appointments are estimated time windows, not guaranteed exact arrival times.
The text messages and phone log documenting these communications are presented below.
On the morning of the scheduled move, Jonathan called the customer at 10:53 AM to provide an updated estimated arrival time, as she had requested.
Jonathan advised the customer that the crew would be running ahead of the scheduled 1:00 PM to 3:00 PM arrival window.
The accompanying phone log documents the 10:53 AM call.
Actual arrival: 12:43 PM. The employees arrived approximately 17 minutes before the beginning of the scheduled arrival window.
During peak season we schedule moves in the morning and the afternoon. 9am and 1:00 pm time slot. If your move is scheduled for the afternoon, keep in mind the guys who are coming from the morning and move to you. They may run ahead or behind schedule. The guys will call and give an approximate arrival time.
Privacy Notice: The customer’s address and personal contact information have been redacted in the supporting screenshots. The visible text message wording remains unchanged. Original records have been retained.
Reliable Movers regularly assists senior customers with local and long-distance moving services.
The customer who is hard of hearing scheduled immediately before this move was a senior who experienced difficulties processing his credit card because of a fraud alert.
The customer needed to contact his bank to resolve the issue and authorize payment. This resulted in an approximately 10-minute delay for Jonathan before he could leave the previous job.
Jonathan sent the customer a text message explaining that the crew had been delayed while unloading because of a payment issue. He confirmed that two employees had already been sent ahead and that he would be following shortly.
Jonathan also apologized to the customer for the delay.
Text message documenting the payment delay, confirmation that two employees were sent ahead, and an apology. The customer’s telephone number and address have been redacted for privacy. The message wording remains unchanged.
“When the two workers arrived, I politely asked whether they had shoe covers or could change their shoes. For context, we have a newly built home with new floors. Our driveway is unpaved and covered in rocks, and the recent rain had left mud around the property because we had not yet seeded the lawn. I was trying to protect our new floors, not create a problem.”
The scheduled moving service on October 9, 2026, was to move the customer’s furniture from the garage directly into the house , not from a moving truck into the residence. Please see the photographs below, taken from the customer’s garage. The driveway consists of crushed gravel and appears dry, with no visible mud in the photographed areas.
Our moving crews do not wear disposable shoe covers, commonly referred to as booties. They create a slipping hazard when employees are carrying heavy furniture and household belongings. This is an employee safety policy.
The customer’s statement that the original moving crew wore booties is disputed. None of the five employees on the original moving crew wore booties. All five employees have provided written statements confirming this.
We do keep disposable booties in one of our moving trucks. However, these are exclusively for Mike or Jen to wear during walkthrough estimates. They are not provided to our moving crews for carrying furniture.
The customer had not prepared and protected the flooring as outlined in our written moving guidelines. Nevertheless, I offered an alternative arrangement to accommodate her concerns.
My proposed solution was to send two additional employees to assist with the move.
Two employees would remain inside the home without shoes, while two employees wearing their work shoes would remain in the garage and pass the furniture to the employees inside the house.
This was an exceptional proposed accommodation intended to complete the scheduled move while addressing the customer’s concerns about her new flooring.
Our standard company policy prohibits employees from removing their work shoes because of workers’ compensation and workplace safety concerns.
6. The customer is responsible for preparing for protection of flooring within the house. We recommend going to Lowe’s or Home Depot and buying Red Rosin Paper. It is located in the hardwood flooring section and usually runs for about $15.00 for a large roll. The paper can be laid with masking tape throughout the walk area of the house for added protection against hardwood flooring. If rosin paper is not available, we will be able to use two or three moving pads or neoprene floor runners to lay in the entrance of the home. Our employees cannot remove their shoes due to Workman’s Comp and safety issues.
“I texted Jen to tell her that my husband was on his way home from court/work because of the situation.”
“The workers then began yelling, arguing with each other, and swearing.”
We dispute the customer’s allegation that our employees were yelling, arguing with one another, and swearing.
Reliable Movers LLC is a family-owned, owner-operated moving company. We do not hire random workers off the street. Our employees join the company through personal referrals from established, longtime employees who know them and personally vouch for their character and work ethic.
All of our employees live in Auburn, New York, and have known one another for years. They are not strangers assigned to work together for the first time. They have longstanding friendships, family connections, and established working relationships.
The crew involved in this move included Jonathan, Mehki, and Brandon. Jonathan has worked for Reliable Movers for nine years. Mehki and Brandon are cousins, and several of these employees came to Reliable Movers through Jonathan’s personal recommendation.
These employees work alongside one another approximately six days per week. They also maintain friendships outside of work. Their professional and personal relationships extend back years.
We hire through trusted referrals because our employees represent our family business inside customers’ homes every day. We take that responsibility seriously.
While these relationships do not independently establish what occurred during this appointment, they provide important context about the employees involved and the way Reliable Movers selects its crews.
Reliable Movers LLC has retained additional video clips documenting portions of the interactions that took place on October 9, 2026.
At this time, I have chosen not to publicly release these recordings.
The photographs, text messages, and written moving guidelines presented on this page do not represent the entirety of the documentation we have retained concerning this incident.
I have operated Reliable Movers LLC for nearly three decades. Throughout those years, my crews and I have been present during some of the happiest and most difficult moments in our customers’ lives.
We have helped families move into their first homes, seniors transition into new living arrangements, and people navigate major life changes. Moving can be emotional, stressful, and overwhelming. I understand that people have difficult days, on both sides of the aisle.
I personally spend an average of 16 hours a day, six days a week, managing our office operations, speaking with customers, answering questions, and coordinating moves. Over the years, I have developed the ability to understand a customer’s needs and expectations within the first few minutes of a conversation. That experience and personal attention have played an important role in building our family business.
During my initial conversations with this customer, I had concerns about whether our services and pricing expectations were the right fit. The repeated requests for discounts caused me to question whether we would be able to meet her expectations.
Looking back, I believe I should have trusted my initial instincts and reconsidered accepting the second moving appointment.
Nevertheless, when concerns arose, I made several attempts to find a reasonable solution and complete the scheduled services. Unfortunately, those efforts did not result in an outcome acceptable to everyone involved.
I recognize that we cannot please every customer, regardless of how hard we try. That does not mean we stop listening or making reasonable efforts to resolve difficult situations.
I know my employees. I know their experience, their personalities, and their tolerance for difficult situations. They also know exactly what I expect from them when representing Reliable Movers.
After nearly 30 years in this business, I stand behind the professionalism and dedication of our crew, while recognizing that every customer deserves to be heard. My purpose in publishing this documentation is to allow readers to consider the available information and form their own opinions.
Jennifer
Co-Owner, Reliable Movers LLC
Family-Owned & Owner-Operated Since 1996
Read our complete moving guidelines, including customer responsibilities, floor protection requirements, arrival times, and moving policies.
View Complete Moving Guidelines (PDF)