I question this company for its integrity, reliability, and customer service. I have had the worst experience ever in my life with this company.
My little son has a dream that he can learn piano. I have tried to make it become true, but due to financial constraints, I did not do it until a day my friend offered to give a piano to me. I was so happy and wanted to make a surprise for my son.

On 4 November 2020, based on my friend's recommendation, I searched for this company and fulfilled the online form to request a piano moving from my friend to my house. On the online form, they had a very vague question of how many stairs/steps at the property the piano would be moving to. I wrote 2 because we live on the second floor. This vague question led to way misleading information that I suffered later. They should have a separate question for stairs and steps, I thought they were asking about stairs.

To make sure everything, I also contacted via phone an officer named Steven and mentioned two ways accessing my house with 2 stairs, I noted that I could send them some photos of the 2 stairs, but they did not need it. I wondered why this company did not take extra care of the stairs.

On Friday 6 November 2020, their two staff moved the piano from my friend’s house to my house. When they saw 2 stairs, they said they could not make it because they needed 3 people. I was super shocked and did not understand what was happening. I was begging them to help me to move it up but they denied. The piano was in front of the door, they said if I could not find any where to place my piano, another choice is to pay extra money for storage in their place. How could I afford it. I had to try myself to find place if I did not want to pay the extra money, and the two staff placed the piano there and said that the officer would contact me, they were not involved.

I was disappointed and panic, did not understand what was happening. I waited for long but no one contacted me, I called them via phone with another officer named Ryan, he asked me to pay an extra almost the same with the amount that I had paid them for all process, just for moving the piano from the garage upstairs, my God it was way too much for me. I'll have to pay double!!! Also he blamed all problems on me. He was even very rude, saying they would stop working for me when I explained that the online form was so misleading, not clear what they were asking for stairs or steps, I thought they asked about stairs, but they thought of steps. However, I contacted them already (with Steven) to explain we had 2 stairs. They were so ridiculous when he said that only they could move the piano up, no company could do it. In fact, another company is offering me their service with 2 men and a trolley to make it. This makes me question why the two staff from Pianomoves (with a big trolley) said that they could not make it but need one more person and had to left my piano in the garage to wait for another time moving with much extra expense. They wanted to make more money from me? I had cried a lot and had to show my son the piano in the garage which even does not have enough space for him to sit and play.

I had a really bad experience with this company, they could not deliver what they promise, did not pay attention to the order, careless about customers’ explanation, and rude with customers. Do not think that only Pianomoves can move the piano upstairs service, and this company needs to respect customers.

I am writing this review to hope that this company has to fix their attitudes, customer services, and the online form, they only blame on customers but have they question what lead to this? That is their careless and unprofessional working. I will never recommend this company to anyone. I also attached the photos of their inquiry forms online with their options of number of stairs appeared in my computer.