Pronto Premium Removals
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Please stay away! Not reliable, late for hours, abused and threaten to beat customer – I have picked this company based on the good reviews below, however my experience was definitely different. The pickup time we have agreed on was 10-11am, and they turned up at 11.30am. During the loading, the guys kept asking to put the 32” TV in our car even though the 6 tonne truck had more than enough space for it. Finished the loading at 1.30pm, we departed from Bathurst at 1.40pm got to Kingswood at 4.30pm, and we had been waiting for them since then till 1.30am midnight they turned up with the reason of the truck broken down. We were sleeping that night in the new place with no stuff at all without knowing when the truck will come. At the end, they turned up at 1.30am and did the loading with the help of my husband and brother until 5am. It was the worst nightmare I have never experienced before. So please stay away from this company and the two guys named [name removed] and [name removed].
Emailed [name removed] to complain but all she said was that they took it long because we had too many stuff to load and that they would have surcharged us $100 because the drop off point was on level 3 which I did state clearly in the quote.
So disappointed and frustrated!
Warning! Dodgy, Stay Away! – They came late, not that they let me know I had to keep calling them. Truck didn't fit all my stuff even though I told them I had a 2 bedroom appartment and I didn't even have much stuff not even a lounge. I was pressured into paying extra money for glass protection on the day while they were packing the truck. Then I had to move most of the glass myself because they couldn't fit it in their truck. On arrival they had broken my glass table and they tried to just say that they will give me back the insurance money they pressured me to pay. So unethical and dodgy it's not funny. I was put on the phone to the Removalist boss who also said they will just give me the insurance money back. I said no and I would be following up the next day. In the end they compensated me for the table but refused to admit liability for my bed and fridge trying to say it was already like it. I will never use this company again and recommend you don't either.
No your provided a 4.5 tonne truck(it's the smallest one I've ever seen a removalist have). I had just been through a break up, so I actually only had half the amount of a 2 bedroom appartment. There were a couple of minor marks on the leather of my bed but now it has massive chunks of leather missing that your Removalist did. Its now ruined and it looks terrible. Because I was dealing with your unethical dodgy way of trying to get out the insurance of my broken glass table, by just saying we will give you back the insurance money and pretend it didn't happen at close to 11pm, I didn't notice my fridge. I went away for work and noticed when I came back.
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Hey James/Tim, Thank you for taking the time to provide our company with feedback.
We sincerely apologise for your unfortunate experience.
We have provided you and 7.5 tonne truck which normally would fit more than a standard 2 bedroom apartment and a capacity of 35 cubic meters. The glass protection was bubble wrap which we had advised you that it is an extra charge as blankets may cause damage and needed extra protection.
On the day the removalists advised you that they heard a crack, were very honest with it and unwrapped the tabletop to check for damages in front of you.
We were very prompt in providing compensation for your tabletop and within 3 business days of the account details sent the money was in your account.
The bed you advised that there were marks but the 'major chunks' were damaged by our removalists which was the peeling of certain areas. The only way the of evident damage to be seen on leather is through rips, dents, marks or something to indicate that there was a damages caused by the removalists which in this case there was only peeling. This was clearly circled and marked in your email with photos.
3 weeks later after the claim was made you have sent us an email stating that your fridge has been dented. You have stated that your were overseas but there was constant communication with obtaining an invoice and emails within that period about the claim. We are more than happy to address all your concerns and rectify within a reasonable amount of time however, as discussed 3 weeks after an evident claim does not put us in a position to identify that this damage has occurred by our removalists.
If you have any further concerns or queries please do not hesitate to contact us on 1300 171 096 or email us; info@prontopremiumremovals.com.au.
Kind Regards, PPR Team