House Removals London

Lillyams called the night before the move to delay the morning slot and as it happened we suffered a gear box problem with a brand new truck and called Lillyams on the morning to see if it would be appropriate to delay her move as her wishes had been to do so the night before and it meant we could attend a morning move of a client in need to vacate by a certain time as Lillyams had made it clear she did not have a vacant on possession time. She was more than happy with this as she did not get the keys until 1230-1300 hours and as it only took 2 hours to load she did not want to pay waiting time and was very clear on this. Given that she was not getting the keys until 1230-1300 hours we asked if it was ok to meet at the first property once she had returned, she agreed to this and with traffic the guys arrived at 15:00 hours (2 hours after) and at no time did she state she was upset or inconvenienced by this as it was not a problem and we had kept in constant contact with her throughout. She was very happy and calm. When the guys arrived the clients were not ready and despite having to go up and down 7 flights of stairs they did an amazing job in 4 hours from one property to the next. The client was so pleased that they bought fish and chips for the boys at the end. Our guys asked if there was any more needed by the client to which both she and her partner said no it was fine as they had a budget which was for 4 hours. The men left. On the following Monday we received a call from the clients partner who stated that he was unhappy with the service provided although stated that the guys themselves did a brilliant job. The guys are the service on the front line and as luck would have it the lead operative was in the office so we asked him to speak to the client as they had enjoyed a good rapport during the move and ate together at the end. The client repeated that he felt the men were brilliant and that the removal could not have been better! The operative was unclear as to the clients intentions as to us he was insinuating that the move was not a good one and yet to the man on the scene on the day and at the telephone he could not speak highly enough of the service and said they worked hard and constantly. The further 8 car journeys were in fact 2-3 the next day and the client admitted this to the operative and the client was clear on their objective which was to have no more than 4 hours and this is what they had and paid for so in any event if the move had begun earlier there would still have been the need for car journeys. It was unfortunate that we suffered a gearbox problem which thankfully was noted and rectified under warranty on a new truck, however such is the nature of the service industry we are in, these things happen and it is what you do about it that counts, we called the client in advance of the move slot and informed her, we kept in constant contact and had a brilliant rapport with her all day, and we moved her. All in all a successful end to an other than the gearbox problem, successful day. It is a shame that the client has felt the need to allege different timings and facts however we know how stressful moving can be and can assure the client that every effort was made to make this a good move and that in fact she received a very fluent and speedy move given the circumstances the guys faced when they arrived with the client not being ready and the huge number of stairs not informed to us by the client. The client only ordered 2 men and was only charged for 2, had we known there was no lift we most certainly would have allocated 3 men to this move.

I know nothing about this complaint and have not received an email or call. I am not sure who the client is and would sincerely like the chance to deal with this directly with them in a bid to make it better. I am happy to send an assessor out to repair any damage which may have been caused as this is certainly the exception with our company. Once the repair has been effected I reserve the right to ask for mended feedback and therefore suspend it;s publication until I have had the opportunity to put the matter right..