Suburban Solutions

And if you think dealing with a mover is bad, try dealing

Be VERY careful with this company. They attempt to buy their ratings on the review sites, and have extremely unethical practices. Our terrible moving experience is detailed below, but just recently, 2 years after the move, the owner contacted us telling us he was disappointed in our review and asking what he could do to make up for the poor experience. Mind you, during the year following the move, he would not return one email or phone call. Now that the ratings slipped, he emailed the following: “If you take down your reviews I will refund 1/2 of the desired renumeration (sic) after a 30 day window. If you take down the reviews and replace them with a 5-star review I will refund all of the requested money if the review sticks on the Dirty Scam sponsored page (meaning NOT shuffled to the hidden reviews) and is not altered for 30days.” Since he had not kept to his word many times during our move, as noted below, we suggested that he make the appropriate remuneration first, and we would then cite how he did the right thing in updated reviews, he did not respond. Finally, after multiple attempts to reach him, he simply emailed, “I just can’t afford that. I was hoping for a more affordable solution”. If this was not an affordable solution, what was he thinking in offering it? Clearly he never had any intention of holding up his end of the compensation. He simply wanted to trick us into taking down our review.

We have moved numerous times and this was hands down the very worst experience we ever had. We have had furniture damaged in the past and the movers have always dealt with us in a forthright manner. We understand in a move damage can occur. However, in the case of Suburban Solutions, not only was there significant damage that was the result of quite inadequate loading (they did not bring enough furniture pads and even started raiding our own personal blankets and bubble-wrap when they ran out), but they also flat out lied to us.

At the loading, we expressed several times concerns for the handling of our furniture because we noticed that it was not being wrapped very well, and some things were not being wrapped at all. Each time, we were assured that it was just fine, well-loaded, and not to worry, even when we reminded them that this was being moved across the country.

Once the truck pulled away, we did not receive any of the communication from the driver that had been promised to us by the owners of the company. When we became concerned that we had not heard from the driver, the owner, Brian, informed us that the driver had lost his cell phone, but that he would be contacting us very soon. We did not hear from him or anyone else from the company until 2:30am the night before the delivery. He gave us an estimate of a delivery time the next day, and we never heard from him again until 2 1/2 hours after he was supposed to arrive. There are certainly pay phones at many locations and a delay of this kind should certainly have merited a phone call. Before the days of cell phones movers still communicated with their clients. When the driver finally did arrive he apologized, but he was all alone. We had been told by both owners (Chris and Brian) that we would have two additional movers to help unload the truck that would be contracted through a local moving company. However, rather than hire additional help, the driver insisted that he could do it himself. Mind you, we had large antique pieces of furniture and very expensive and heavy outdoor patio furniture, and there was no dolly or hand-cart. As a result, my brother had to provide a dolly and help with some of the unloading. In addition, my brother had to provide the tools and make the repair to a leg of a large antique secretary that was broken off during the move. This was in part possibly due to the fact that the items that were secured when the truck left Alexandria were now loose in the back of the truck when it arrived.

As the truck was being unloaded, we saw severe damage to the outdoor furniture and the larger antique pieces (mind you, we would later find a lot more damage that was hidden by the driver…). We contacted the owner, Brian, who said he was devastated that these pieces were not better protected, and the driver said that, as project manager, he takes full responsibility for the damage. He said we had to pay in full for the move, or the driver could not leave the premises, but that he would hold the check until we were able to fully assess the damages and come to an amicable resolution. BUT Here’s where the story gets even worse: Brian cashed our check while we were still working on resolution AND once he cashed the check, he refused to talk to us any further and simply directed us via email to the insurance company. And if you think dealing with a mover is bad, try dealing with an insurance company! THEN, we found a variety of additional damage that the driver hid during the unload. For example, he broke

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15 reviews on Suburban Solutions

  1. No one I would do business with again, or recommend.

    I thought they were going to be a really good choice based on reviews and the owner’s desire to win our business by discounting the rate to match a competitor. The day before the move the rate doubled, claiming a sofa (that was in the quote originally) was heavy so now required 3 men vs. 2.

    That would have been ok if the rate had not doubled to add another person 24 hours before the move. Plus they did not update the scheduled time as promised from 9AM to 2 PM. They then confirmed 2 PM and showed up at noon. No one I would do business with again, or recommend.

  2. Won't use again

    Wouldn’t trust these guys to move me again. Had two movers in February who seemed to be taking their sweet time moving items onto the truck while I was moving my stuff down to them from the apartment. I had everything packed and toted and with my help they still went 2 hours over the quote.

    A month after the move, my wife and I noticed certain valuable and fragile bar glass items that were strangely missing after the move. We had found broken glass in some of our other items in the apartment after the move and when confronted for this the owner offered to reimburse me a quarter of the worth of the items.

    Fine, but when I confronted about the obvious issue of time paid for by me for them to break the items then clean them up and not come forth to me about it, there was no compromise, only a check for the initial items with a very rude and unprofessional message attached. Highly turned off by their service and professionalism. Won’t use again

  3. We have moved numerous times and this was hands down the very worst experience we ever had.

    We have moved numerous times and this was hands down the very worst experience we ever had. We have had furniture damaged in the past and the movers have always dealt with us in a forthright manner. We understand in a move damage can occur.

    However, in the case of Suburban Solutions, not only was there significant damage that was the result of quite inadequate loading (they did not bring enough furniture pads and even started raiding our own personal blankets and bubble-wrap when they ran out), but they also flat out lied to us.

  4. I recently moved from one condo to another in Herndon.

    I recently moved from one condo to another in Herndon. I had used Suburban Solutions for a previous move and had a great experience and decided to call them again. Brian was great to work with! I had a tight budget and he walked me through different things I could do to help stay within budget.

  5. Great job guys!!!

    We had a fairly complicated move (for us anyway) and Suburban Solutions made the move so easy. We moved from Texas to Maryland 6 months ago, and we put our household goods in multiple storage units across town until we found a home.

    The online estimate was very accurate and they had our move planned and organized with the right number of trucks and the appropriate sized crew.

  6. They are rude as well.

    Double the price of your moving quotation. They will break many major and minor items and you will lose several thousand dollars. I had 7 items severely damaged or destroyed. I lost at least 5000 dollars. They don’t reimburse. Terrible experience. They are rude as well.

  7. I suggest using a more reputable group.

    I regret using this company. Too many items broken (5 large items with a few now ready for the dump) and also not everything arrived. Also delayed moving date and someone in the office actually was so rude I nearly hung up the phone. I suggest using a more reputable group.

  8. Definitely DO NOT RECOMMEND

    Additionally, they argued that they finished the move in less time than anticipated, but myself and 2 others had to help them move the whole time. We unpacked the truck and moved some of the heaviest items. Had we not helped, there was no way they would have finished in the time estimated.

    All things considered, it would have been better had we just moved ourselves. Definitely DO NOT RECOMMEND this company due to their utter lack of customer service, inability to accept wrongdoing and solve situations appropriately, and lack of concern for customer satisfaction. Beware and look elsewhere!

  9. Thoroughly, thoroughly unprofessional.

    – A lack of communication amplified problems. For example, we were surprised to learn that the movers did not intend to return to our condo to remove remaining items, and that they had already packed the truck. At the time, we had been waiting for them for twenty minutes. When I called, they were already packed up and ready to move on to the destination.

    – Most of our belongings were not actually moved by those paid to do the job. After the move was done, my wife and I spent several hours working with my family members to finsh moving. We politely requested an explanation, a followup conversation, and compensation. We received none. We called. We were told that they were working on it and to give them till the night. We text messaged the next day. We never heard back.

  10. the owners immediately create fake reviews to keep thier ratings the highest.

    These guys moved us and while most of the guys were good, they also had inexperienced/incompetent workers. Dudes who LITERALLY pulled furniture apart because they didn’t know how to disassemble. FYI to future movers, whenever a negative review is posted, the owners immediately create fake reviews to keep thier ratings the highest.

  11. there are better moving companies out there.

    I would definitely stay away from Suburban Solutions. I used them for a move to NYC and couldn’t be more dissatisfied.

  12. We are writing this NOT knowing where the damage occurred.

    We are writing this NOT knowing where the damage occurred…..on the loading …. or …un-loading end. However, no matter which end, Brian at SS should know, as this is his company.

  13. I woke up on Sunday and realized the movers hadn't called the night before to confirm.

    I woke up on Sunday and realized the movers hadn’t called the night before to confirm. I frantically tried to reach Brian Fitzgerald, the manager, but he did not answer any of my calls or emails. I apologized on voicemail for calling so early-

    but if you leave your cell as an emergency contact number, you need to answer calls! Finally, at 9:45 AM (for a 10 AM move), the team leader Demetrius called to say they would be 30 minutes late. I asked why I hadn’t received a call the night before… he said he “was working late”. No apology, didn’t ask if I had any changes to my order. Whatever, not the end of the world.

    I needed to drive to my new apartment ahead of the movers so I could settle my pet at the new place. I explained this to the movers, and they said it was fine. I explained that my vacuum cleaner, a lamp, and several boxes were to be left behind in the apartment so I could pick them up later. They agreed.

  14. I used Suburban Solutions for two moves.

    I used Suburban Solutions for two moves. The first time the crew that came was excellent–i.e., careful with my stuff and professional. This second time, I had Kevin, Chris, and Lawrence, and they were just okay. One problem is that they didn’t cover my mattress with a bag and slid it across the floor of the truck as if that were okay.

    And I saw them tilting my sofa and putting extra weight on one of the legs, which they shouldn’t have done. One of them also momentarily checked out my new house rather than applying himself to moving the boxes, as he was on the clock. And, one of them dropped a box as he brought it in and didn’t even apologize until I commented.

    I will just have to request a different crew of members next time — maybe the proprietors can come next time. On the plus side, they came on time, didn’t charge too much, and had a big truck for the job. But I may decide to find other movers next time because they were a bit less than satisfactory.

  15. Everything was just ok at the end.

    Everything was just ok at the end. My initial impression of this moving company was great. They were fast on returning phone calls/emails, focused on customer satisfaction/customer service, and seemed eager to provide a great moving experience.

    The day before my move, I received a rather late (after 9pm) but appreciated call from the team leader of my move, and he was very reassuring that we were going to have a smooth move. The morning of the move, I recieved an email saying that due to crew member “no shows” they would be late.

    When all was said and done, they were an hour late. Suburban solutions was in contact with me which was nice, but situations like this can’t happen on the day of a move. I was very lucky in the fact that no one was scheduled for the loading dock/freight elevator after me, considering we didn’t finished until an hour and half after it was technically my time to leave this reserved area.

Oak Drive 3000
Kensington 20895 MD US
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Reviews:15
Reported Loss :200 $
Severity of Scam :Extremely Low
Reported by : anonymous
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