So, this is the thing I have been avoiding posting about, because I was waiting till I was less mad and waiting to hear how the piano sounds...

So, I was very unhappy with the moving company in terms of how they handled my grand piano. I have watched this piano be moved four times. Each other time has always been a two-person team, and from a national company dedicated to piano moving. This time, the company I used does regular moving and piano moving, and they came very highly recommended to me by other people who have used them to move pianos, and also by a local piano tuner. They were a three-person team. One of the guys obviously knew what he was doing, he's the one who removed and reattached the legs, lyre etc. But the other guys, not so much. Well and even the main guy, although he knew how to disassemble and assemble the piano, he didn't seem to make decisions that made moving the piano easier for them...

One problem was that they didn't have a ramp -- the other companies I've used set up a ramp from the front steps, these guys didn't have one. They did have a four-wheeled dolly and that worked fine, thankfully. But they needed a portable ramp.

They really struggled to get the piano down the steps from the porch at the rental house (even though it was barely three steps and one of the steps isn't a full-height step). I guess the piano got stuck? I was watching and I could not tell what the problem was. But in retrospect, I think maybe it's because that area was narrow, not because of the height of the steps. When they finally got the piano through, past the point where it was stuck, at one point the piano was set down hard with a big thud. Not dropped exactly, but close.

I don't think it's damaged (I've been playing it and it sounds fine, is not any more out of tune than before it was moved, and the PLS works etc.) but I plan to ask the tuner about it when he comes.

Then when they got the piano into the piano room at the new house, well first remember that the piano sits on a rug, which is on top of a carpet pad. It was hard to get the piano into position because it had to be positioned at an angle, and when they finally got it in place, the rug had waves in it (not bunched up exactly, but not something you could leave like that, and definitely not something that would resolve on its own). So first, the guy was kicking with his feet as if to force the rug down (which, had he continued, it looked like he was going to damage the rug... He stopped because it wasn't working, but I was able to ask him if he planned to buy me a new rug...)

Then they were saying there was no way to fix the rug without calling in a fourth person. A fourth person. My piano is a Yamaha C2 (5'8") not a 9 foot concert grand. Gimme a break.

So we discussed and figured out that the movers could slide their feet under the rug, lift the piano just a bit, and me and my husband could pull on the rug to shift it. We did that a few times and finally it was (mostly) fixed. But at this point, the rug and the carpet pad were completely out of sync with each other. You could see the carpet pad peaking out on two sides, not a good look.

We did a few more things to try to get the rug and pad aligned, but nothing was working. Finally I said, forget it, I'll cut the carpet pad (the pad is made to be cut anyway, but I forgot how thick it is and hard to cut. Mr. SK ended up doing it for me). At this point, I just wanted them to leave. Which they did, and Mr SK trimmed the pad so it's no longer visible.

Oh, I forgot, they also did not understand why I wanted them to line up the casters so they all pointed the same way, and it took a bit of convincing, not only for them to do it, but also I had to point out several times that each time you move the piano to arrange one caster, the other casters move, so you have to be careful about how you do it. But finally, the casters got lined up. And they left before I started screaming at them

Anyway, the piano is in its new spot, it looks ok and sounds ok, so I assume it is?? But how would I know if it were damaged from the move? And, say I found a hairline crack somewhere? I wouldn't know if it was caused by them or not. Also, I have a fabric cover under the piano for the dampp chaser, so I can't easily crawl down there and look around.

Anyway, in conclusion, these guys were the worst piano movers I've ever seen, and it seems like part of it is because they didn't have the right equipment, and part of it is because they were idiots they weren't experienced enough.

I've been debating about whether to call and complain or not. If we ever need to move again (which, I hope we don't) I'm not sure what movers we could use, and I would hate to burn bridges. This company has a lot of employees, so I'm sure these guys aren't the only piano movers at the company and if I needed to, I guess I'd use them again? (After confirming that they were sending experienced guys, with the right equipment...) Although I would much rather have a national piano moving company come out, even if it was a local move.

So that's my piano moving story. I wish it were a happier one. 🙁

    BTW I meant to ask:

    1. Does anyone have any suggestions about what I should look for?
    2. Am I right, that they should have had a ramp? Even if they didn't end up using it, shouldn't they have had one?

    ShiroKuro I would hate to burn bridges

    You won't burn bridges. Talk to someone and hopefully they make it right for a possible repeat customer.

    I'm sorry you had a terrible experience! I also had a terrible experience getting my upright delivered across state lines but I don't want to talk about it... but I was so angry.

        Thank you both.

        twocats You won't burn bridges. Talk to someone and hopefully they make it right for a possible repeat customer.

        You're probably right. I don't necessarily expect any money returned or anything like that. I'm just upset because it was so bad, and it could have been much worse. So I guess I need to articulate (for myself) what I want to say to them, and what my purpose in saying it is...

            ShiroKuro at least these days with the possibility of writing Internet reviews, hopefully they'll make it up to you in some way.

            I would think about what you want before writing to them. Would a partial refund make you feel better?

                twocats Would a partial refund make you feel better?

                Not really.

                I think I would feel better if the owner or main contact person listened to what I had to say, sincerely apologized and assured me that this won't happen again.

                I have the feeling he's not going to listen though, and that's why I'm kind of dragging on doing anything...

                    ShiroKuro I'm sure someone in the customer service department is trained to at least give lip service...

                    I am really sorry that you had to go through this!

                      ShiroKuro I’m so sorry the move was problematic. It’s probably the best course of action to call and describe your experience, to provide feedback and allow them to respond. That said, I understand your reluctance. Several years ago, I bought a brand new, not inexpensive bicycle from a reputable bike shop. I had taken it out for two very short rides. The 3rd ride was a longer one, and on that ride, the front wheel came off as I was going downhill, and I came off the bike shortly after the wheel. I was pretty bruised, and I fractured my wrist. It was bad enough to require surgery. To me, it was pretty clear that something had gone wrong with how the bicycle was assembled at the shop. I can’t think of any other reason why the wheel would have come off on a brand new bicycle. Anyways, I knew that I should contact the bike shop and let them know what had happened. But I couldn’t ever get myself to make that phone call or re-visit the shop. I know I should have done it, because the same thing could have happened to someone else. But I think part of me didn’t want to deal with the possibility of the shop people being unpleasant or dismissive after I had already gone through quite a bit of pain. So I never went back or phoned or informed them in any way, and I know I should have.

                      Anyways, I think your situation is one where it’s probably a good idea to communicate with the moving company about your experience, but I can also understand not wanting to do so.

                        @Sgisela oh my, your bicycle accident sounds terrifying! I’m glad it wasn’t any worse!

                        I think I’ll wait until after the tuner comes next week and I’ll talk to him. And ask if he knows the owner of the moving company, and then decide what to do.

                        I would only call them back if I find any damage that is likely to have been caused by them. From what you described, the parts that could be damaged by that mechanism of injury are the outer rim, the joints between the soundboard and the rim, and the soundboard unit itself, although the latter is less likely. If your tech finds any damage in those parts then I'd assume it's from what those bozos did. Then it would be time to forgive them. Or to take them through the nine circles of hell. Your choice.

                        A tuner friend pointed out that since the piano was on a padded skidboard, any impact from the loud thud was probably mostly absorbed by the board and the padding, so it’s probably ok.
                        I feel a little better about that. But I’m still going to have my tuner look at when he comes next week.

                        I’ll report back when I call the company.

                        I've had two smallish upright pianos delivered to my current location, with widely differing experiences.

                        In the first case I had researched and selected the movers myself (because the dealer wanted an extortionate amount for delivering to me out in the boonies). They were very good, from careful wrapping of the instrument in the store (I went to see them do it) to putting down matting to protect my hardwood floors. There were two of them, and they lifted the piano up 11 steps on the dolly (no ramp).

                        The second delivery was arranged by the dealer (a different one). The local element of the delivery was a farce. I was in the city at the office when I received a phone call just before lunch advising that they were on their way to deliver that afternoon. Now, it can take me up to four hours to get home on a bad day so I had to scramble to arrange to take the afternoon off and head for home. I warned the deliverers that they would have to wait until I got there. They arrived at my house a few minutes after I got home. There were four of them, and only one of them seemed to know much about how to move a piano. I watched the uncrating in the back of the van with growing anxiety. Think Keystone Cops. They also didn't use a ramp up the same 11 steps, or floor protectors in the house. With four of them they just about managed to get it up the steps, but it seems very touch and go. This crew were also supposedly 'experienced movers'. There was no damage to either the instrument or my home. My blood pressure on the other hand...

                        I didn't phone the dealer in the second case to provide feedback, since the instrument was fine, but I did phone the local contact to express my concern about what had happened. I suspect that the delivery had been subcontracted (I didn't get the name of the delivery team and it wasn't on their truck). You are doing the right thing to make a call.

                        @TLH21 that sounds awful!! At least there was no damage!!