On this page you will find reviews on the company Keystone Moving Group LLC from real customers. We have filtered custom reviews so that you can really evaluate whether it is worth contacting this company or it is better to contact other movers.
Company average rating Keystone Moving Group LLC – 3.5 (calculated based on 60 reviews).
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Highly recommended!
Joseph is very responsive and accommodating. Robert and Thomas, my movers, were fast, extremely helpful and efficient. They wrapped my items very thoroughly, was professional and handled items with care when loading and unloading. Thanks again for a seamless move during these chaotic times, it’s truly appreciated. Looking forward to working together again in the future.
Great Job!
The Move was super awesome! We moved an entire house of stuff. After coming to our house to see what was moving, They provided us with a quote upfront. They also gave us some tips in how to best prepare for the move.
Smooth Move
Great experience! After 10 military moves in 21 years my only regret is that I didn’t try Keystone Moving sooner. From now on wards, I will only hire Keystone Moving for my moving needs and also will recommend them to others too!
Thumbs Up
Every person I dealt with at Keystone Moving Group from customer service to delivery and pick up was professional, punctual, efficient, friendly and knowledgeable. Would highly recommend.
Great Moving Company
Keystone Moving Group member Bernard Bishop went above and beyond to make sure my move went smoothly and stress-free. I visited several moving companies prior and Bernard was the most punctual and made sure all of my expectations were met. Its hard to find a company that actually treats your belongings with care and no damages, Keystone did exactly what they promised. They wrapped my belongings as if it were their keepsake with so much thought and care which was very important to me moving my family heirlooms. Also, Mr. Bishop made sure I understood everything I was signing and upheld each commitment. My family and I moved from Florida to Georgia with no hassle mentally nor financially with the help of Keystone. I've recommended their services to many of my colleagues and if in the future I need to move again I will definitely use their services again.
Very Nice!!
We went room by room listing off the items and talked about which items we wanted packed and handled specially. We have many antiques they were passed down through generations that mean a lot to us so we need a moving company that we could trust and Keystone Moving was exactly that. They were great with updating us the route the route and they were on time with the pick -up and delivery. Made our move 10x easier. We got exactly what we paid for and we would be happy to use them again.
They should not be in business
This company is Liars this company is Liars from a stock they give you a quote whatever it is that lie about it and then just near you later on it after you sign all the paperwork and the deposit which is non-refundable you get told nothing and left in the dark they honestly don't care about us do not hire this company
AVOID like the plague
I used Keystone to move a storage locker from the east coast to the west. I was given instructions to pay 1/3 up front, 1/3 at pickup, and the rest at the time of delivery. But the night before the move, the quality assurance department increased the estimate by $900 which I paid immediately so it would not affect the pickup and delivery amounts. No one told me the payment was recalled by someone at Keystone. I had wired the pickup fee to my representative at the origin. This was no longer the correct amount since now there was also a $900 amount added to that. I could not wire more money. The accepted the payment and my things and all seemed fine. FOUR DAYS later, I found out by CHANCE (I called the Keystone office to find out what the delivery balance would be) that without the extra money required by the $900 amount, and $400 additional services, they did not ship my things. IN FACT, they unloaded them in a warehouse in another state because they didn't have enough money. But where was my call? Who told me? NOBODY. So my payment of the correct amount meant waiting another few days until they could get the labor and resources to RE-LOAD the contents back into an available truck. A delay of a week, my things unloaded and loaded, TWICE, and a parrot on the phone re-stating over and over "it stated in the contract that ...". I tried to tell this parrot that the reversal of that payment was the reason we are in this mess. "But ma'am it stated in the contract ..."
If you use these people, you will have a nightmare move!!!
You Get What You Pay For..TERRIBLE EVERYTHING.
Found via a moving quote website. They actively pursued business and seemed transparent enough, delivering the cheapest price. Day of move, showed up half a day late after telling me on the phone they were "down the street, turning on our road" hours before. Up charged us 35% on the initial pack from pick up. That’s how they do business based on reviews from multiple sites. Broad or bad quote upfront, then they pack a rented Budget truck with hired hands day of, over charging based on how they pack. Gives them flexibility to play with dimensions of a truck and pack to upcharge.
Delivery WAS AWFUL. I have moved more times than I can count in my past military days and have worked with tons of companies nationally and globally. This was a distance of 6 hours..they ghosted my phone calls majority of time. Eventually when I would get someone on the phone, they would promise next day delivery..this continued for nearly two weeks!!Plenty of excuses as to why they didn’t deliver on multiple promised dates (driver sick, driver didn't wake up, slow commute, transport issues, family issues etc). I almost filed a report for lost/stolen goods. Delivery showed up 14 days later for what should have been easily delivered in 1-2 days..6-hour commute?!
Showed up and threatened to not deliver property if not paid up front (without proving they were even delivering our stuff). Very unprofessional. Rude. Made a mess of our bathroom when leaving.. Lots of damage on our furniture, which a claim is being filed. But knowing them..probably won’t get back $1 dollar. Lesson learned, don’t try to save money. Hire a nationally recognized, branded, 100% insured moving company with a legitimate reputable name.
Great customer service.
My experience with this company was great!! The customer service was amazing.. I would recommend this company for all of your moving needs! I will be using their services again ?
Move from NY to AZ July 2020.
I schedule my move NY to AZ I was skeptical of using a broker to service my move for I had moved several times in the past and had bad experiences with brokers. I felt like the price was pretty pricey, I complained because the estimate they gave me was off by thousands of dollars, I immediately called customer service wanting to cancel this move ASAP. I spoke with Kristina customer service manger and she explained to me, this was an over the phone estimate and that this goes by the space you would be using on the truck not how many items I had. See my original estimate was a little over 1710cf in which she let me know it was a full truck. When Ray got there he was I see way more stuff than you have on your inventory, he gave me a price and I instantly got pissed, this is just a revised estimate. Nothing is set in stone until we load the truck and then we can see exactly where you are. I truly didn’t realize how much stuff I truly had until I seen it on the two trucks I used. The carrier Ray and his crew came in and did an outstanding job of packing my items and stacking my items properly on the truck. He explained everything to me and what all the charges were. At first I thought they were trying to get me out of more money. Once it was broken down to me, I understood. I paid extra in packing and-space but the job was done greatly. The only complaint I would have is that they were a little late but, they worked professionally and hard. They cared for my items like it was their own and I can appreciate that. The customer service team and my sale Rep Bernard and David were great. Customer service answered or replied to all emails in a timely manner and told me in details of what to expect. They answered every question straight forward. I wish I would have known about this company a few years ago for my previous move which was a complete nightmare. I had read some of the reviews on line about this company, I would just like to say I didn’t feel strong armed, lied too or forced to sign anything. I say keep up the good work. I was told delivery would be up to 21 days and I was not happy about that, but I got all of my belongs in more like 7 days considering the mileage. Long story short I would recommend Keystone Moving Group to anyone. Thank you
TMc.
MD to TX Move July 2020.
It's 8/18/20, I still don't have my belongings. A RUDE driver showed up on 8//15, a Saturday, with 22 pieces of 59 items & was paid $1100. The driver settled the bill 1st before unpacking. Of course, the driver & I had tension! Called Keystone. No results NOR reply from emails of pictures sent on 8/15/20. Keystone has YET to contact me.
I paid Keystone $400 to be my advocate.
Every person involved have their money; what are the chances I get my belongings?. You DECIDE: Do you like paying for service not received?. Kept in the dark where or if your belongings will arrive. Keystone sent money hungry, unprofessional movers to my home twice. Keystone CONTINUES to be M.I.A. Four different agents provided me with conflicting information or changed their obligation in the mist of the deal. KEYSTONE HAS YET TO CONTACT ME WITH COMPENSATION, A CALL, AN EMAIL, NOR A REPLY FROM OWNER.
I want my BELONGINGS, $400 from Keystone, + the extra $140 the 1st drivers gave themselves ($45 × 3 tip) not on the contract. Please learn from my COSTLY MISTAKES. I won't stop until I'm rectified.
Do Not Use This Company.
DO NOT USE THIS COMPANY.
I setup a move from Aurora, CO to Frisco, TX. After submitting my inventory and making some adjustments, they gave me a final quote that was not supposed to change unless we added more stuff. HM Moving and Delivery company showed up with no packaging material, not enough boxes, and only 2 people. The quote changed instantly and increased from ~ $7000 ~$10,000. The company said they "weren't aware" the quote included packing even though it was clearly stated it did. The quote was for a 4 hr pack and ship and it ended up taking 17 hours over the course of 2 days. The showed up late both days.
My ship to date constantly changed and ended up being 9 days later than quoted, outside of the contractual obligated date. It came in two shipments instead of one.
Even after asking numerous times, I never received the paperwork from HM Moving. Keystone has stated they never received the paperwork from HM Moving. Keystone stated "You'll just have to sue them" as a final response.
The majority of my belongings were damaged. Keystone stated, in writing, they would take care of the insurance submission on my behalf on 4/17/2020. To date, they have not. Instead they have continuously dodged my phone calls and emails. When they do respond, it has been with incorrect and misleading information constantly.
HM Moving and Keystone have been non-responsive ever since. HM Moving has no website and no way to contact them outside of a phone number.
Keystone has engaged, like every other 1 star review here and on google, in deceptive practices, bait and switch, and a Myriad of bad practices as a business.
Fraud.
Background
I set up a move from Redwood City, CA to Orlando, FL via Keystone Moving Group. After sending pictures of all our inventory, on June 1, 2020 Keystone gave us a quote of 923 cubic feet at $5.75 per cubic foot. After sending videos of all our inventory (to get the most accurate quote), on June 9, 2020 Keystone gave us a quote of 1171 cubic feet at $5.75 per cubic foot. They said that the quote would only change if we increased our inventory (which we did not). They were supposed to arrange a one day move on June 27, 2020 with a guaranteed delivery for July 5, 2020. After a confusing contract (we did sign an agreement with Keystone; we did not sign an agreement with the moving company) the move started with Oasis Moving and Storage. On June 27, 2020 Oasis arrived with too few men at a later than promised start time. Oasis was terminated on June 28, 2020 after arriving late, again, with too few men and damaging the floors in the townhouse we were renting/vacating. Keystone was able to secure a new moving company, Black Bear Moving and Storage to pickup our items on June 29, 2020. Keystone prepared a new Agreement, but again we signed no contract with the mover (at the time the furniture was picked up and delivered, we did sign a Bill of Lading which was prepared by Black Bear). Black Bear delivered our furniture and household goods (some of which were damaged) on July 7, 2020.
Unfair and Deceptive Practice as to Charges: Overcharging by misrepresenting cubic feet
When Oasis arrived they quoted us 1600 cubic feet at $5.75 per cubic foot. Keystone adjusted the “binding quote” to reflect 1671 cubic feet prior to Black Bear arriving. When Black Bear arrived they quoted and charged us for 2450 cubic feet. They loaded our items into a 26 foot Enterprise box truck. Our items were delivered in a 26 foot Penske box truck. The exterior physical dimensions of the truck on drop-off, which we measured on video, totaled under 1700 cubic feet. Further, our items were transported with another customer's items, which the movers indicated amounted to approximately 200 cubic feet. Black Bear charged us for transporting 2,450 cubic feet, 44% more than could possibly be accommodated in the truck, and much greater than the 1,671 cubic foot “binding estimate”. Our household goods occupied no greater than 1,500 cubic feet.
Bait and switch
Multiple photos and videos were sent to Keystone for estimation of the cubic feet. The estimation provided was less than precise. The inventory lists completed by Keystone based on the photos and videos were confusing. For example, the inventory listed a “bed” without being told that a bed was the mattress without the box springs. The original under-estimate of the cubic feet through the inventory Keystone prepared according to the photos, videos, and text messages we supplied them succeeded in getting us to sign the broker contract in furtherance of the bait and switch cubic feet overcharge.
Other Issues
Prior to being terminated, Oasis packed our items in boxes with their packing material. Keystone put in the adjusted binding quote, $62 for packing material. Black Bear charged us for $1441 worth of packing material. There is no indication for what packing material equaling $1441 was used (because their packing material wasn't used!).
On July 8, 2020 a representative from Black Bear called to confirm delivery date and acknowledged they didn't meet the “guaranteed delivery” and said that the $1000 extra paid for the “guaranteed delivery” would be refunded to the credit card. No refund was ever processed as promised.
On July 23, 2020 we sent an email to Black Bear and Keystone regarding the concerns about the overcharges for the packing material and the cubic footage as well as the guaranteed delivery which we still haven't received a refund. On July 24, 2020 we disputed the overcharges with the credit card which was used to pay for the move. (Payment by credit card or otherwise was required as a precondition for delivery). As of July 29, 2020 we have not received a response from either Black Bear or Keystone.
In summary:
-Keystone grossly misquoted the cubic feet, assigned an unreliable and unprofessional moving company (Oasis), and then assigned a moving company (Black Bear) that overcharged the cubic feet and charged for services/materials that were not rendered/supplied.
-Oasis sent too few men, was late on multiple occasions, and damaged the floors
-Black Bear overcharged for packing material and cubic feet as well as missed guaranteed delivery window and has not given a refund as previously promised
-Keystone and Black Bear haven't responded to our email with concerns and request for a refund of the overages.
Still waiting, still in the dark ..
Our items were picked up on June 6th, and despite calling nearly daily, I have no idea where they are, when they will be arriving, or if they’ll ever arrive. We have been told on 7 different occasions to expect a call from Boost Express Van Lines, who are on their way, but nothing has ever happened. I think our stuff is stolen, but I’ll update this weekly, and update the service cost once everything is done. I have a feeling I’ll be providing many updates over many weeks, even though it’s been over 50 days already since our pickup date. Will our stuff ever arrive?