Verified Company
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.
Reply from Reliable Movers
2026.10.10
Reliable Movers strongly disputes this customer's account of the events on October 9, 2026.
This was the customer's second move with Reliable Movers.Prior to booking, the customer repeatedly attempted to negotiate our flat-rate pricing. Reliable Movers believes in full pricing transparency, which is why we openly publish our moving rates on our website.
The customer received and signed her moving contract approximately one month before her scheduled move. Unfortunately, she failed to follow three of our moving guidelines.
Arrival and Floor Preparation: The customer's scheduled arrival window was 1:00 PM to 3:00 PM. Our crew provided a 40-minute advance arrival notice and arrived at approximately 12:40 PM, just 20 minutes before the scheduled window. Despite receiving advance notice, the customer chose to mop her floors immediately before our arrival. She then informed our movers they could not enter because her floors were wet.
Footwear and Safety:The customer became upset because our movers did not have disposable shoe covers. Our written moving guidelines clearly explain that shoe covers are prohibited because they create slipping hazards when employees are carrying heavy furniture. Customers are responsible for preparing and protecting their floors before our crew arrives.
Accusations of Muddy Boots:We strongly dispute the claim that our employees intended to walk through her home wearing muddy boots. October 9 Syracuse was a dry day, with no reported rain. Our lead employee was standing in the customer's doorway without shoes during this interaction. The accusation that he threatened to walk through her home in muddy boots is simply not true.
Treatment of Our Employees: Throughout our communications, the customer repeatedly referenced her husband's position as an Assistant District Attorney, both in text messages to our office and directly to our moving crew. We do not believe anyone's professional title should be used to pressure or intimidate employees of a small family-owned business.
The situation became confrontational before the move could even begin. We made several attempts to address the customer's concerns, but those efforts were unsuccessful.
Our employees arrived prepared to perform the services agreed upon in the signed moving contract. We had reserved our experienced crew, equipment, and scheduled time specifically for this customer's move.
Reliable Movers has been family-owned and operated for 30 years. We stand behind our employees, our written moving policies, and the professionalism of our crew. We expect our employees to treat every customer with respect, and we believe they deserve that same respect in return.
Mike & Jen
Reliable Movers LLC
This was the customer's second move with Reliable Movers.Prior to booking, the customer repeatedly attempted to negotiate our flat-rate pricing. Reliable Movers believes in full pricing transparency, which is why we openly publish our moving rates on our website.
The customer received and signed her moving contract approximately one month before her scheduled move. Unfortunately, she failed to follow three of our moving guidelines.
Arrival and Floor Preparation: The customer's scheduled arrival window was 1:00 PM to 3:00 PM. Our crew provided a 40-minute advance arrival notice and arrived at approximately 12:40 PM, just 20 minutes before the scheduled window. Despite receiving advance notice, the customer chose to mop her floors immediately before our arrival. She then informed our movers they could not enter because her floors were wet.
Footwear and Safety:The customer became upset because our movers did not have disposable shoe covers. Our written moving guidelines clearly explain that shoe covers are prohibited because they create slipping hazards when employees are carrying heavy furniture. Customers are responsible for preparing and protecting their floors before our crew arrives.
Accusations of Muddy Boots:We strongly dispute the claim that our employees intended to walk through her home wearing muddy boots. October 9 Syracuse was a dry day, with no reported rain. Our lead employee was standing in the customer's doorway without shoes during this interaction. The accusation that he threatened to walk through her home in muddy boots is simply not true.
Treatment of Our Employees: Throughout our communications, the customer repeatedly referenced her husband's position as an Assistant District Attorney, both in text messages to our office and directly to our moving crew. We do not believe anyone's professional title should be used to pressure or intimidate employees of a small family-owned business.
The situation became confrontational before the move could even begin. We made several attempts to address the customer's concerns, but those efforts were unsuccessful.
Our employees arrived prepared to perform the services agreed upon in the signed moving contract. We had reserved our experienced crew, equipment, and scheduled time specifically for this customer's move.
Reliable Movers has been family-owned and operated for 30 years. We stand behind our employees, our written moving policies, and the professionalism of our crew. We expect our employees to treat every customer with respect, and we believe they deserve that same respect in return.
Mike & Jen
Reliable Movers LLC
