Reckless with property
The move was quite small; a bed frame, washing machine, fridge and small mattress from a unit to an apartment about 10 minutes away. At first I though that the boys were being a bit rough with our things but trusted that they knew how to do their job. I was wrong, the fridge had a small scrath that I was willing to look past but the furniture had massive scratches on it. It really showed how they did not care about someone elses property and doing a professional job.
Very slow and missed the mark
Charge 30 mins for 11mins. Originally quoted 2.5hrs and it took 4.5hrs. Slow and took their time which was the result of an extra 2hrs and missing my allotted building move in time. Found them plugging in appliances which I didn't request (A fridge should be left for an hour at least after movement to let gases settle). Not impressed. Go with a company that will quote accurately and not rip you off.
Terrible Customer Service
What seemed a simple request to pick up brand new boxed items was apparently too hard. A list of items were supplied, but apparently, the list wasn't good enough, photos were needed... 2 days of back and forth, finally photos were supplied the afternoon prior to needing the goods picked up. No response until the following morning to say they had no trucks available, so therefore missed the opportunity to get this done.
Extremely painful to deal with, so I wouldn't be recommending these guys.
I had received rave reviews regarding Man with A Van so I contacted them and spoke in length about what is a very difficult move (I am very aware it is not an easy move and have been very upfront with this). The first gentleman was lovely and we spoke for over 30 mins in depth regarding the move and all the requirements and then he sent me the quote with a booking number for me to ring back and book. So after much research I ring back to book the quote and suddenly my move had gone from a very reasonable price to being an extra $300 more minimum (not to mention this is only a quote so who knows if it would have gone up significantly again on the actual day). Apparently the first guy had made a mistake and misquoted me, even though the figures and time are the same on the original quote I was sent. Needless to say I haven't booked with them and have instead gone with another company who are better at training their staff to be consistent in their booking charges. My word of caution - do not book without triple checking the charges as they are likely to add extra charges than originally quoted just because you are speaking to someone different. I wonder if I rang back a third time I would get a different quote again???? I was originally very keen to book with them as I had heard such great things but after this experience I will certainly be offering my experience to anyone I know wanting to move and just advising that they always triple check the cost multiple times with multiple different staff members to ensure it stays the same.
Very inefficient service
The service took too long to collect my good, pack the van and then deliver them. It was simple job that took too long and wasted my money!
Guys on the ground; 10/10. Planning and head office 0/10
Planned my move via the web portal, was provided approximate time and cost. On the day not all furniture would fit into the truck, so only one trip made as the truck and removalists were committed elsewhere. the result? I was stranded and had to complete the move that afternoon & evening with multiple trips in my car. The guys with the truck were great and did everything they could, their boss on the phone was a great example of appalling customer service include, yep, blaming the customer. He was too busy stonewalling my questions to hear the feedback that you need to make it clearer that if the estimate is wrong you get left stranded with no recourse.
Poor after service and standards
You will see from my reviews that I tend to write balanced reviews, based on facts. I leave emotion out of reviews as it often clouds what I am trying to write, or confuses potential customers of the experience. I know that every service provider can vary, along with individual personnel.
1. The people engaged to move my belongings turned up 45 minutes late, without any notification.
2. They damaged two items of furniture that they then denied taking responsibility for.
3. Their subsequent customer service appears to lack the balanced, complaint resolution company that you would expect from a company who advertises a more dynamic approach then their competitors.
Overall, I would urge you to think twice about what you have to move and look more closely at other service providers - particularly at their final costs, and their contractual obligations.
I do not rate this as a value for money service. For the one hour move, it has cost far more in monetary terms in now trying to work out how to repair two brand new pieces of furniture that were moved carelessly.
I would strongly urge caution and particularly, when asked to sign "confirmation of the move", that you actually read in more detail what that means.
I have now commenced litigation against the company and hope their insurers are more engaging that the service standards I have so far encountered.
The actual staff who arrived were pleasant
Inflated hidden charges. Curiously aggressive customer support manager and ambigious contract terms