House Removals London

We requested a viewing due to the size of the property and the steepness of the drive having google earthed the onward address. We do these viewings for free. We had arranged viewing appointments 2 of which Lukas could not attend as other moves had over run where clients did not complete as early as anticipated. We spoke to the client and explained this and he was supportive of an alternative arrangement. He had a sports day event on one of the occasions and we advised that he should keep his appointment and that we would accommodate the viewing around him by texting in advance to give him time to get home.He refused this offer and an alternative date was made via the office. We had offered many different dates and times which just did not suit him but we persevered and organised Lukas to attend. The service quality should not have been lowered based on the viewing as this was carried out at our insistence and lucky that we did as it was as big as we expected and we allocated the correct team and vehicles and quoted accurately therefrom. As I always say I am very, very proud of my well trained staff and am glad once again that the service was first class and as it should have been ! Helen and the teams

The client did not inform us of any bridge height restrictions rather on the original template received by all companies there was mention of a bridge. The 2 routes the team travelled on were restricted and regardless of road maps or satnav this could not have been avoided. This was at a cost to our company and not borne in any way by the client. More importantly because we were late due to these restrictions we saved the client excessive waiting time. As it was having arrived late we still managed to load in less than an hour and had to wait until the client had completed in order to get her keys and had we been there at 0900 hours there would have been an additional £180 plus vat to pay (3 at £60 plus ) as completion was delayed by 4 hours. Therefore the client actually saved £216 in excess waiting time and I appreciate that the initial lateness may have been a cause for concern but am sure that in any event the additional waiting time and therefore excess that would have been payable would have been a further cause for concern of the client. Our guys are the front-line of the business and the ambassadors of the company. The performance of their duties is of paramount importance to them and us and after all is the back bone of the service we provide. I acknowledge that on another move this may have caused a greater problem and apologise wholeheartedly to the client as I did throughout on the day however would ask the client to appreciate the reality of the savings financially that she enjoyed that day. This was a Saturday and the client did not have a timed deadline to vacate her first property. We allocated the smallest vehicle of the fleet and again in reality the clients items needed this vehicle otherwise she would have had to have 2 runs again at a greater cost to her. All in all I am very pleased with the team, satisfied that the truck was the only one that could have undertaken this move and suggest to the client to call the local companies and investigate the true cost of this move with excess waiting time as it would have been. Again we covered all costs and no additional charges were levied. Helen

I spoke to the client throughout. He was rude despite being told before the booking that afternoons are non specific in terms of timing due to morning moves. He insisted that he wanted a set arrival time, I informed him that this was not possible but that we would keep him advised throughout which we did. He was abusive and called incessantly even though he had been told that it would be a few hours to arrival. He was upset that I was not able to give him a definite time. He had booked a pack and move which took our team 3 hours to complete and for which he paid £209 including vat, even though we had allocated his service 4 men to ensure it was carried out quickly and efficiently, this he omitted to include in this feedback. We charged only for the time of 2 men and the packing materials were included. The client then sent threatening texts saying that his lap top had been stolen, and that he would be calling the police. The lead operative called him and informed him of its whereabouts, within the boxes whereby the client stated that all was well. At the end of the day we could not take his calls as he was very abusive, and it was extremely distressing to be treated in this way especially as the service was carried out professionally and well. There were no losses or damages incurred, and at the end of the day we were contracted to pack and move this client on the day in question which we did. He was quoted £335 inc vat for up to 5 hours, and as a gesture of goodwill he was charged £209 and had 4 men.