Hawk Movers, LLC

"I am not sure what is being said by "keep your eye on them"? It is also a mystery to me why Ms. M (consumer name withheld per their request) left a 2 star review? On 12-19 at 4pm, Ms. M (consumer name withheld per their request) booked a last minute move for the following day. She requested that we arrive as early as possible to get started on her apartment in Denton. We honored her request by arriving 1.5 hours early. Upon arrival, her crew noted a very strong smell of marijuana in the apartment. The apartment was in no way move ready as Ms. M. (consumer name withheld per their request) had indicated it would be. She had requested moving furniture and boxes only with no packing, but nothing was packed or prepared. We send our crews out every day prepared to meet and exceed our customer's expectations, even if it is an unexpected expectation. Ms. M (consumer name withheld per their request ) crew assessed the situation and called into the office to make us aware. Ms. M (consumer name withheld per their request) crew had a second move scheduled that afternoon. They then took the needed materials from the truck and went to work. They got her loaded and headed to the storage facility to unload. At some point it was made known that Ms. Munoz wouldn't be paying for the move and her aunt would be covering the cost. Her aunt arrived at the storage facility late with no keys to unlock the unit. She then drove all the way back to Ft. Worth and the men simply had to wait, adding hours to the move. When the unit was unlocked, they quickly unloaded and presented the invoice. Ms. Munoz's aunt refused to pay while on a cell phone. She required us to take payment with her calling from a land line which added more time because she first had to locate one. The actions described above caused the crew to be late for the second move. This resulted in us discounting the second move, we take our relationships with our customers as priority one. The negative review left by Ms. Munoz was the first time we had received any feedback at all. She made no attempt to contact us in any way. This is always an option. The entire Hawk Team is always here for our customers, before, during, and after the move. Thank you, Casey Hawk Movers LLC. 817-540-3135"

"First of all, I want to apologize. If I'm responding to a review it means that we did not meet and exceed your expectations. It is always our goal give our customers an amazing and stress free moving experience. As far as the in-home estimate is concerned we were not confused we were going to be a little late so we called. We in no way, shape or form canceled the estimate. When we spoke to you on the phone we communicated to you that a 1300 sq ft home would easily fit into a 36ft truck in most cases but we let you know that based on the inventory list you submitted it would probably would not. We explained to you that an in-home estimate still would not give you a guarantee. We actually quoted the move two ways. One quote for two trucks and one quote for one truck. You opted to for one truck. When your husband called me and said it wasn't going to fit I offered him options for trying to save money. I told him if he wanted to get a U-Haul truck we would load the remainder at no cost to you. I also told him we would bring what was left back to our storage facility and hold it for him at no cost. This would allow him some time to figure out what he wanted to do. He said he couldn't do that and needed a second crew. We then rearranged our schedule and sent another crew out to get the balance. That is not an easy thing to do mid-day on a Saturday which is the busiest day of the week. In your own words, the second truck was almost filled up indicating that the inventory list you submitted was much less than what was actually loaded. The second truck was a 28ft. This also means that you would not have saved $1000.00 by using 2 smaller trucks based on the fact that you filled up two larger trucks. We also reduced the bill for the second crew by $500.00, not $400.00. You stated that we took no responsibility but I argue that our actions in this situation show otherwise. We want reiterate our regret for this unfortunate situation. We are always here before, during, and after your move. Please call if you wish to discuss this any further. My apologies, Casey 817-540-3135"

"Let me first apologize that you were not one of the very happy customers we have served for almost 30 years. Please know that it goes without saying, we would greatly prefer to have you in that majority of those who not only allows us to serve them repeatedly, but also refers us to their family and friends. I would like to address your concerns. Every crew that leaves the shop has basic tools, it is required before they leave as a part of a checklist we perform every morning. The two men on your move have been Hawk Team Members for almost 5 years, they are one of our most requested crews. They both speak English and communicate perfectly, your driver actually has a Master’s Degree. I can assure you they would never whistle or point at a customer. As far as the claims process, we honored all that was agreed upon on both the contract and the pre-move confirmation email, we also made a small offer of good faith. At no point in this situation was I or anyone in the Hawk office rude, even after taking call after call from your wife, one of which she stated that she had received the claim paperwork. I told you exactly what address it had been sent to, as well as, taking and returning all your calls. In regards to the trash in the street, I have no idea why we are to assume that was from Hawk Team Members. Every crew is perfectly aware that we are to respect our customer’s property and would never leave trash behind. The “hometown sales pitch” you described is no sales pitch at all, it is how we have conducted business for almost 3 decades. I am truly sorry that you are in a very small minority who was not happy with our team. We are still grateful for your feedback and will use it to grow better. Please feel free to call or email. As always we are here for our customers before, during, and after your move."

"My apologies to you for not meeting and exceeding your expectations for a great moving experience. It is our goal to deliver great customer service each and every time. Thank you for your compliments on the first crew. We will make it a point to recognize them for your kind words. The second crew was sent out mid day and last minute upon your request to expedite your move. I am concerned that they did not meet your expectations and will meet with them to discuss what they might have done differently. We will also look into the reason the inventory was not placed where you wanted it. I'm not clear on what was hidden? I will do follow up on the claim form that you did not receive and send another form which we will process quickly. There has been no change in ownership and as stated above we take every customer's moving experience very seriously. Thank you very much for your feedback. I can assure you that we will use it to strengthen our team. Please feel free to reach out to us via phone or email. We are here for you before, during and after your move."