Move On Removals

Inexperienced mover damaged my property + poor customer service – Edit to add (after company responded to my Google review): I was only told mover A was brand new at the end of my 8.5 hour move. There is no “extensive explanation” as the company claims. I actually am learning about, for the first time, the “extensive in house training” for new staff on this review, thanks to the power of Google. Finally hearing… Read more

a sorry from the company on Google reviews and not in all my exchanges with them simply confirms my views.

We chose Move On because of the good reviews, reasonable rates and booking was quick and easy, we were able to book in our preferred move date just two weeks before. Our two movers arrived on time, but said their tools had been stolen so they needed to borrow ours to disassemble our furniture. All good until we realised during the move that mover A is brand new (it was his first day) and mover B was coaching A the entire time including where to place his hands and how to shift his weight to lift the items, and lots of reminders of ‘be careful not to hit the wall’. Mover B was amazing, really patient and encouraging, clearly experienced. Mover A however wasn’t meticulous despite his colleague’s repeated reminders. As a result there were four holes on two walls of my stairway. There were also several times when A would just drop my furniture when he couldn’t hold the weight. Loud booms each time he dropped them especially on my stairs. This was especially evident when moving into our new place, as A was clearly exhausted. The entire move took 8.5 hours (which means we paid a lot of money in the end!), even we were exhausted but if the company hadn’t sent a completely new hand for a two-men job it wouldn’t have taken so long! What is appalling is the after sales service - I provided all these feedback to the company, they tried to minimize the problems. I sent pictures of the holes in my wall and of a broken furniture leg. The company’s response is “we were misled to believe we had an experienced mover joining our ranks” and “the matter was not reported to us the day of the move” (I emailed in the evening after the grueling 8.5 hours, didn’t have the chance to check everything before the movers left) and “it (my broken furniture leg) looks like it could be adjusted back to a repairable state” and “it is only a leg” in the eyes of the insurer. The email responses were completely oblivious to how the company was not communicating any empathy despite their claims they were. We had to purchase entire new set of legs as the original design was no longer available. We were not compensated. With the walls, the painter/insurer contacted me 12 days after the move and said mine is a small job so he could only work on it three days later. That’s two weeks of just waiting around, an additional cost to us. We were too worn out by then to deal with the feet dragging. All in all, good experience with before sale and great staff there in Mover B. But everything else has just left a bad taste in my mouth and I wouldn’t recommend this company at all to anyone. (Fuller review on Google)