Moving Disaster Maison Carbon Logistics

I recently used Maison for a move on Saturday, August 2nd, and the experience was utterly disappointing and unacceptable.

To my surprise, the team that arrived was from Charles Movers, not Maison itself. There was no Maison logo or branding present, and it became clear that Maison had outsourced our move to a third-party vendor. I was under the impression that I was hiring Maison's own moving company, not a subcontractor.

The movers arrived 5 hours late without any prior notification, and when they finally arrived, they quoted us for a truck and trailer, but the trailer wasn't even attached. The driver and his team were unprofessional, and none of our move-out restrictions or move-in details were communicated to them.

The driver was on his phone most of the time, and they rushed to pack our belongings due to the time constraint. They even asked us to provide them with lunch, which was not our responsibility. During the packing process, most of our belongings were damaged, including our fridge and tables.

When we arrived at the new location, the driver demanded additional payment, citing the need for extra labour to move our belongings to the 3rd floor. Despite our attempts to reason with him, he threatened to leave our belongings and abandon the move. It took 30 minutes of arguing to finally get hold of Maison, but even then, the driver refused to continue. To add insult to injury, if my husband hadn't informed them that we had already paid a deposit, they would have likely left us high and dry without completing the move.

To make matters worse, one of the helpers stole money from us, which we only realized later. The driver also insisted on payment directly to him, and Maison has not responded to any of our messages since then.

The entire experience was chaotic and unprofessional, and I would strongly advise against using Maison. The fact that they outsourced our move to a third-party vendor without transparency or clear communication is unacceptable. As a customer, it's unacceptable to be treated with such disrespect and disregard for our belongings. We'll be taking steps to ensure we're better prepared for our next move and will definitely not be using Maison again.