Walter Piano Transport
Industrial, Elkhart, IN

Walter Piano Transport Reviews

3.9 stars based on 52 reviews

Featured Comments:

• C

  Craig Arney

  5.0

  I contracted with Walter Piano Transport on 10/8/2021 to move my Kwai grand piano from Minneapolis to Washington, D.C. They arranged to have the piano picked up by a local very reputable piano moving firm on 10/25/2021 to be held in their warehouse for Walters to pick up. The piano was delivered in Washington D.C. on 11/6/2021 by a local D.C. piano moving company. The piano arrived in the same condition as when it was picked up from my home. I could not be more pleased with the professional care and the expediency in delivery given by Walters. They exceeded my expectations.

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  Response from the owner

  Thank you so much for your business and review we really appreciate it.

• D

  D S M

  1.0

  DON’T USE THIS COMPANY TO MOVE ANYTHING! It took this irresponsible firm months and months to move a piano from Kansas to California. When it finally arrived it was damaged. It’s now taking two months to get a response from them to get someone out to fix it!. In the time it took to move and damage our heirloom piano I I have managed to move 1/2 a house 1500 miles, sell two cars, get significant remodel work done on two houses, Sell a house, All since I had our beloved piano picked up! Beyond Disappointing

• A

  Andi Brae

  1.0

  I had a terrible experience using Walter Piano Transport. The main issues I experienced are that 1) they were slow and unable to provide realistic estimates on delivery time 2) local movers and handoff of contract and instrument has little process around it which led to the loss of my $500 Jansen artist bench 3) they are uncommunicative, sometimes not responding to emails or taking weeks to respond, and rarely sign their emails to indicate who you are talking to. As for the bench, an error in paperwork at the pickup end led to it getting lost. The local movers took the bench but marked that they did not take it on the paperwork. Walter Piano Transport was unable to do anything to reconcile that this was different than what they had originally invoiced me for and refused responsibility. Their claims department had this to say: "We have completed the investigation on our piano bench. All of the paperwork we received from pickup (pickup receipt, cab report, etc.) and the notes for our routing all show no bench at pickup. We show a spider dolly delivered with your piano, but no bench. Attached below is the original copy of the pickup report that you are presenting, where it is clearly marked "no" for the bench. Not only that but our cabinet report has no mention of the bench, and our truck/ warehouse inventory shows "no bench" as well. We will not be responsible for a bench that was never in our possession. There will be no further investigation." To me this shows the lack of value that Walter Piano Transport places in the end-to-end customer experience. They don't take responsibility for issues with the movers that they choose to hire, and they do not have any kind of process in place to ensure that local movers are picking up and documenting what was originally invoiced. These problems could easily be solved by communicating clearly with the customer on what is being picked up and requiring local movers to checklist against that and take photo documentation of items taken into possession. Even if they gave the customer a checklist for validating what local movers are doing so that we could do this ourselves, that would be an improvement.

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  Response from the owner

  Walter Piano Transport would first like to say that we are sad to hear that we were not able to reach your expectations for your move. We try our absolute best to ensure every move is thoroughly coordinated, reported, communicated, and safely completed. Which, our records do show that your piano and the extra items you requested for us to deliver were all delivered in the same condition when they left your possession. In regards to the bench you claim is missing; we conducted a thorough investigation on the reported missing bench, and there is no mention in your review that the paperwork used for documentation is signed and dated before the piano leaves its pickup location, and is legally binding. We not only have one, but three forms of documentation providing evidence that the aforementioned bench was never in our company's possession. This shows that each of our movers followed exact protocol, procedures, and communication to perfectly complete this move. There was also never a photo or description provided for this bench to prove otherwise. Our company will not and cannot be responsible for an item that has never been in our possession. Also, the claim that our emails are not signed or have a name is completely untrue. Our staff are very attentive to our customer's needs and all of our emails are directly associated with a specified individual. The only department that does not do this is our "claims" email, this is because it is a whole department with multiple opinions to ensure the customer's are taken care of properly. If you have anything else you would like to address with us, please do so. Thank you!

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