Heroes Moving and Storage
Google rating
4.9
Ratings counted
551
Are 1 or 2 star
1.6%Unusually few
The rating breakdown
9 of the 551 ratings in Google’s published star breakdown for Heroes Moving and Storage are one or two star.
Against other movers in Richmond
1.9 percentage points lower than the middle of the 21 movers in Richmond we can publish a rate for.
Google’s published star breakdown
| Rating | Distribution | Count | Share |
|---|---|---|---|
| 5 star | 530 | 96.2% | |
| 4 star | 7 | 1.3% | |
| 3 star | 5 | 0.9% | |
| 2 star | 1 | 0.2% | |
| 1 star | 8 | 1.5% |
Counts as published by Google in its star breakdown, not the reviews we have read. Google also publishes a review count, which does not always match this total. Each row is rounded on its own, so the shares need not add to exactly 100%.
- 0–5%
- 7,048
- 5–10%
- 1,993
- 10–20%
- 1,265
- 20%+
- 454
The marker is Heroes Moving and Storage at 1.6%. The typical mover among the 10,760 we can publish a rate for sits at 3.0%.
Every company with at least 20 ratings in Google’s published star breakdown. Rates come from those breakdowns, not from the reviews we have read.
What the complaints say
Moving goes wrong in a small number of specific ways. These are the ones reviewers describe in the low-star reviews we have read for Heroes Moving and Storage, counted by matching the words they used.
- Damage to belongings6 · 75%
- Stopped responding1 · 13%
Counted across the 8 one and two star reviews we have read for Heroes Moving and Storage. A review can describe more than one problem, so these do not add to 100%. Each share is rounded on its own.
In their own words
This moving company shouldn’t be your go-to moving company. me and my family recently used this moving company a couple months ago after a friend suggested that we use them there was three people who came to the house they acted very nice to us and seemed to have experience but we soon noticed that wasn’t true at all we saw one of the men tear our antique couch and tried to avoid telling us after we saw him do it they were very rough with all our furniture when we got completely moved we noticed the antique couch…
We take customer feedback very seriously and always strive to resolve any concerns quickly and fairly. However, we have no record of a customer matching this name or situation, nor have we received any related claim or communication as described.
Steer clear!!! I was totally taken for a ride as they knew I was leaving the state. I was charged for dish pack boxes that were mostly stuffed with paper plus 5-6 pieces of paper per item, so what’s the point of a paying $41/dish pack (which is a heavy duty box in the first place) only to stuff it with paper, not to mention it should have only taken 3 maybe 4 boxes total as I had already packed up most of it myself from previous move but was charged for 6 boxes!!!
I am sorry you feel your packer was not working fast enough and used too much paper on your job. I would like to explain about our packing vs. moving charges, as well as, what a dish pack is.
We used Heroes back in July to move most of our furniture. The guy in charge of our moving seemed to know what he was doing and was extremely professional. The other 2 guys, while extremely nice, didn’t seem to know as much. This was evident from the damaged furniture, boxes that were dropped, scrapes on walls, etc. The day was extremely hot and slow going, so I ended up helping them most of the time. They had someone meet us at our destination to help us unload and didn’t charge us extra.
I am sorry you didn’t feel that we did a good job with our communication dealing with your claim. It was a hot miserable day and your destination townhouse had 2 full flights of stairs with a tight turn on the landing. That’s why we sent an extra guy out to help.
I hate to leave a negative review on anyone but this is what happened. They were great at first I needed a last minute move and they worked so well with me to help me get this done. Even with me having to change things around 3 times. The move ok. But after delivery I noticed my kitchen table was broke. So I emailed and texted several times asking for help on this matter have yet to get an answer it’s June now we moved May 13th. So I’m sure they are a great company.
Hi Kim, First, I want to thank you for your kind words about our team’s flexibility and responsiveness in scheduling your last-minute move. We’re truly grateful you chose us, and I’m very sorry that your experience after delivery fell short of expectations.
This was the worst move we’ve ever experienced. They damaged furniture, doorways, and floors. And the primary reason we used a professional mover was for the fridge, a large professional printer, and a sleeper couch. They damaged the floor with the fridge, they didn't move the printer (my husband and brother-in-law did), and they ruined the couch and door frame getting the couch out. We filed a claim and they offered $250 for the damages. I do not recommend this company
Ms. Hutter, I would like to say again that we are sorry for the damages sustained because of your move that we performed over 4 months ago. I would like to respond to your review with the facts from our phone conversations, emails, texts, and the Claim Resolution Form you filled out.
They were an hour and a half late on the hottest day of the year. Multiple pieces of furniture were damaged and I have left 5 messages with them for the claims adjuster to call me back and I have still not heard anything. I have heard wonderful things about Moxey's Moving. I'd give them a call, I know I will next time I move!
Ms. Pest, I am sorry we missed the mark on our arrival time, we did arrive 43 minutes late to your job. As I told you the morning of the move, one of our crew members had a family emergency and he was the ride for 2 others. We had to go and pick the other two up for your job.
Our piano was significantly damaged due to poor placement/wrapping during our move. I have reached out multiple times for assistance in submitting a claim, however, no one has responded. I’m happy to change this review if someone will reach out and help us repair our piano.
We were sorry to hear that your piano was damaged during your move to Ohio. We are a local moving company and we only loaded your household goods and piano onto a moving truck you had rented for an out of state move and the piano was not damaged during the loading process.
What satisfied customers point to
The same method, applied to the four and five star reviews. Most movers are praised for the same handful of things, so what is missing here is often as telling as what is present.
- Professional and courteous211 · 56%
- Worked hard and fast119 · 31%
- Turned up when they said79 · 21%
- Careful with belongings66 · 17%
- Kept in touch46 · 12%
- Price matched the quote8 · 2%
Counted across the 379 four and five star reviews we have read for Heroes Moving and Storage. A review can mention more than one thing.
In their own words
I recently hired Heroes Moving and Storage to move a large upright antique piano and several pieces of office furniture, and I couldn’t be more impressed with their service. From the initial inquiry to the final delivery, the team was responsive, professional, and extremely careful. Communication was excellent, from the first phone call with Marisa to scheduling with Casey to the text messages leading up to the arrival of the moving team, Kyle, Corey, and Lamar. The team arrived early on moving day.
Hello Lisa! Thank you for taking the time to leave such a detailed review of your experience with us. We were happy to be able to provide you with a stress-free move.
We had an excellent experience with Heroes Moving and Storage. From start to finish, they provided prompt communication and clear, reasonable pricing with no surprises. On moving day, the team showed up on time, ready to work. They were polite, professional, and worked incredibly hard—even in the rain! Moving into a 4-story townhouse isn’t easy, but they tackled it with efficiency and a great attitude. They handled our belongings with care, kept everything clean, and moved quickly to get us settled in.
Hello Gina! We were happy to be able to provide you with a stress free move! Thank you for taking the time to leave such a kind 5-star review and thank you for your recommendation.
This was by far one of the best moving experiences that i have had. Corey, Bill and Germiah were nothing but professional. They arrived right on time and walked with me through the house understanding what needs to be moved. They then got started right away. Taking apart the furniture, carefully protecting every piece and getting it loaded up. After finishing loading up the old house we walked to make sure everything was loaded.
Thank you for taking the time to leave such a great 5-star review as well as a 1000% recommendation! We’re happy to know the crew was able to provide you such a wonderful experience and stress-free move day.
The team at Heroes is very responsive and were quick to get back with me about any question or concern. Everyone in the office is very friendly and setting up the move was very easy. We ended up having to change our move date due to a delayed closing and the entire team was quick to assist with that. I cannot say enough about how easy it was to work with this group. The team that moved us was efficient and did it in without taking a lot of time.
Thank you for taking the time to leave us that special review!
What Google’s own summary highlights
Google surfaces topics it finds across a business’s reviews. They skew positive across every mover we hold, so treat them as a summary of what this company is praised for rather than a balanced picture.
- courteous staff65
- piano moving53
- professional movers38
- courteous movers18
- quick move12
- safe moving10
- heavy item moving8
- local move5
- piano storage2
- informative movers2
What the company says about itself
Taken from Heroes Moving and Storage’s own website. These are statements the business makes, not things we have verified — we have no way to check them, and neither claim nor absence should be read as a finding.
- Describes itself as family ownedsays on their website
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“…washers, dryers, and stoves. Choose our family owned and operated moving company today! You”Raw text captured from the page, including any surrounding navigation.
- States a founding yearsays on their website
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“…ichmond, VA and surrounding communities since 2010 Stress Free Moving Company in Richmond”Raw text captured from the page, including any surrounding navigation.
- Advertises free estimatessays on their website
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“Moving & Storage Contact Now for a Free Estimate! 804-409-0429 GET ESTIMATE NOW 804-409-”Raw text captured from the page, including any surrounding navigation.
- Mentions the Better Business Bureausays on their website
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“Rating Experienced Team of Movers BBB Accredited with A Rating 100% Committed to Complet”Raw text captured from the page, including any surrounding navigation.
Where else this company appears
Pages elsewhere that name this business. Matched on name and location, so a listing here is a lead worth checking rather than a confirmed identity.
- yelp.comreviews