House Removals London

This client had forgotten on two previous occasions that he had booked us and we were scheduled for 21/1/ and 28/1/16 and 6/2/16. He gave us 3 bookings and each time we had to chase him. We had refused bookings based on his reservations. The team were allocated for 4 hours and the client had them for 4.5 hours. The teams do not hold card machines and we ask for payment over the phone at the end of the move or in cash or by cheque. The team could not reach me at the end of the move and asked him for cash or cheque. I contacted him to check if this was ok when I found out the move had finished and he said yes it's fine, so, in reality, there are no issues here, I offered him the chance to pay over the phone by card, he declined and was very happy. The team moved him well and with professionalism. He kept forgetting that he had booked us and we were nothing but accommodating and responsive. There were no breakages and the truck was new, large and bigger than he needed. The men are well trained, honest and professional but he has avoided leaving feedback where it really matters and that is in the move itself which his lack of feedback tells me there is not really a problem. He was disorganised in his booking and we made the best of the situation as we always do, our strength is in the delivery of the service on the day and, in this case I know the team delivered an efficient and first class service for which the client was charged a fair and reasonable rate.

The team arrived at 10:00 hours due to traffic and the client was kept informed. The mirror travelled in the client's car at her request, the mirror was very large and the car very small. The porter, who has had a limp from birth, informed the client that the mirror should be in the truck strapped to the interior, she would not allow this and a small piece was broken as the mirror connected with her car seat. The breakage "mirrors" a previous one that happened prior to the move. The client called and asked how a man with a limp could work on removals, I was unhappy at this and informed her of this as I felt it was discriminatory and let her know this. Our relationship seemed to sour from that point. The water was turned off and the machine disconnected, this was not agreed as part of the move nor is it a service we offer as we are removalists. The client never informed us of the need for this service and it is customary for this to be undertaken prior to our arrival. Having said this the water was turned off prior to the disconnection so it is highly unlikely that any leakage has occurred. We are VAT registered and the client paid by Visa, this in itself is a receipt and one will be issued. VAT is returned in the normal course of business and on the due date. The client received a first class service and the move was undertaken well and evidently included a disconnection not previously agreed, therefore it was even cheaper than she could have hoped for! In reality there is no issue here just a client that made some very rude comments about an operative perfectly capable of carrying out a move to the very best of his ability and a team that evidently went over and above the call of duty by disconnecting a machine at the client's request! I am very satisfied with my team and I know the reality of this move to be very different from that illustrated. Helen