I hired Super Power based on web review and BBB rating. I am disappointed with the efficiency of the move and insulted by the owner of this company when I have to report a luggage damage identified after the move.
Before the actual move, I have relatives and friends that have helped us to move beds, larger furniture and items that can fit into a SUV and a van for several trips. What remain are 50 pretaped boxes, 12 packed combine suit case and bag, 3 big containers, 10 small pieces of patio furniture, and 45 dissemble pieces for shelves, desks, and sofa.
I have two movers come to help. Majority of the time one of the mover stay inside the trailer to stack and reorganize which left only one mover actually wrapping and carrying the items. The time that taken to do the wrapping and stacking are excessive in my opinion. When brought this up to the movers and the owner, I was given a lecture of how there is no guarantee of time, they are in business of 20 years and know what they are doing, all these are necessary to best protect my items in transport. The owner will provide reference of sites and lengthy explanation as to why this has to be done "his" way. There is no room to take customer feedback for a possible "improvement room".
The two houses are 10 km apart as well. I was told the off load time will be easier and faster. The move started at 10:30 am. It did not leave my house until closer to 3 pm in the old house and it did not finish off loading until 8:30 pm in the new house.
The owner will give a lot of credit to himself if you challenge him regarding how the move is handle and time that is taken. This includes things that were discussed and agreed on prior to the booking e.g. adding an extra stop to drop off an old TV to recycle at Best Buy, no extra charge for a message chair move as items is under 150 lbs. Those things will be used to target you as being "cheap" and just "not understand how the moving business should run".
We are unhappy to fork out the 10.5 hours charge for the move plus an addition 1 hour charge for the mileage and travel. But we are quite wiped out that day and just want to get over with.
We did not have a chance to start sorting and unpack our items until a day later and found out one of the luggage top left hand side was cracked. We have not moved that luggage and it was not damage before.
I approached the owner of this company for possible insurance coverage for same. I have received the most insulting response from him.
This is the response from the owner himself:
"With any move we have an automatic coverage plan to help with the basic wear and tear with moving, although we very rarely have to use it because most people do not receive a damage. There has been one or two cases here and there but you need to bring this to our attention during the move. Otherwise the only time we have a claim is a few people who try to commit fraud. Once a man used a knife to carve up an old desk and then he complained that it was damaged. I have heard of people doing this to try to "take" money from family businesses but it is illegal so they cannot.
The company will self insure clients for $0.50 cents per pound. This is written in your document. You are to make a claim on the scene and then file it with the driver. Anything after the fact is usually considered fraud and has to be proven. Unfortunately we would have to pay anything anybody said after the move if this weren't the case. You understand?
There is a box you can fill out on the form during your move to notice any damage and if your request EXTRA insurance before the move to cover very valuable items, we can look at a FULL COVERAGE plan with you. This is catered to special cases and special moves. If you ask any reputable company they will tell you it is called FULL REPLACEMENT INSURANCE. You can pay anywhere from $100-500 for this depending on the company, and what you are moving. In your case, I was under the assumption that you were trying to get this move done as cheaply as possible, as you didn't request anything special to be done, and really wanted it done be done cheaper than we do for anybody else, which is not really very fair to our other clients, but for the future you know that you can request extra insurance.
Otherwise if you notice the damages during the move, you can claim on our basic standard "Wear and Tear Damage Waiver" which covers anything that is wear and tear during the move. Most people understand that moving anything will deplete the value of all the items by at around 3% per time and this is common sense. Most people understand the basic physics of moving things around will alter the structural integrity of the items and over time, everything turns back to dust. But once in a while things will collapse, and break, and if so, we will insure those things at $0.50 per pound. Nothing lasts forever, and when we work with our friends, such as you, we want to help you if we can.
I noticed the handle is really dirty as well, you should probably give that a good cleaning or replace that suitcase at some point because it does look a bit dirty and old and you can get a great deal. I would always recommend buying stuff from Germany because I trust my own countries products and other counties make things like garbage, except Japan is nice. But this is my opinion. I would purchase fabric rather than plastic in this country due the cold will crack the plastic.
Also you probably already know that plastic breaks in the cold, especially older plastics, and if you choose to move in the winter, then this may happen. Acts of God are not insurable such as Tornado, Freezing Weather, Hail Storms ETC. We are a business, we are trying to cooperate with you which means we are responsible ONLY for NEGLIGENCE. This means if my guys do something that will cause damage such as driving the truck into your garage door or dropping a box. This is to be mentioned on the job site and put on the form immediately. You are also required to provide security for your move and also be there to help coordinate to save time. When I arrived there was only your husband there and no mention of any damage. There is nothing we can do about the cold and plastic will crack very easily during the cold.
Anyways, I totally understand you are probably having financial difficulty. I can tell when you try to discount everything even from the beginning. However, we try to treat everybody fairly. This way we can keep our HONOR. In this sense we are providing LOYALTY to thousands of clients and they can trust our workmanship. We cannot have our honor if you pay less than somebody else. Everybody should pay the same if they want to work with us. In this sense we provide RESPECT to our friends. If we do not have respect, we feel bad, and maybe somebody will maybe eventually go crazy and try to kill us. This is why we try to be fair with people and keep our agreements ...etc"
Very insulting response to passively aggressively imply that I am "cheap, poor, don't know where to buy a good suitcase and likely trying to committed a fraud" .
This is a move that I have paid $1328.25 ($110 two person move per hour) which all the preparation discussed above. This company is not the cheapest in town. I have quote from less from other company that I have not use. The suit case that is damage is a Beverly Hills Hard Shell Suitcase from Polo. It is a very sturdy and high quality suit case despite not being made in "Germany" as you should get according to this owner of this company. It has been so many trips with us that come back intact and only after this move is damage. This has a lot to say regarding how the stacking was done in the move. Thanks a lot for that "20 years" business experience.
Also to expect customer to be able to look at all moved items right after delivery and to expect the hours to be paid for the customer to find out damage and file claim on the spot in order to claim is unacceptable. What kind of insurance is that ? All these excuses of time, insurance claim and policies from this company just drove me nut.
I am SURE NOT TO USE this company again and it is up to you to make that informed decision.
