Anne-Sophie posted a local removalist job on the 23rd of Apr 2018, moving from Surry Hills NSW to Rosebery NSW. Anne-Sophie selected Next Level Removals for the job
I had booked in a move with T. from Next Level Removals for May 5th with a scheduled arrival of between 8am and 9am. At 9.15, still no one, so I give him a buzz asking where the guys are at. After putting me on hold for a bit, he tells me that he is very sorry but the truck broke down and he is doing the best he can to get me someone else ASAP. I found it suspicious that he waited for me to call him to tell me that instead of giving me a call, but left it at that. When 2 guys finally came at 11.30, they jokingly said that they'd heard there had been some drama with me already because I wasn't on the schedule. At that point my doubts were confirmed: I had been lied to and all trucks were perfectly fine. I didn't make a fuss about it to the movers whose fault it was not as they clearly had accepted a job they didn't plan on taking, so we moved our stuff and the move itself went well. At the end of the move, I paid the guys and thought I would discuss a partial refund with T. who was the one I had a bone to pick with. The next monday (2 days later), I email him asking for a partial refund for the delay and the dishonesty. He ignores my email for 3 days, so I call him on the thursday and he says he will call me back before the end of the day. That call never came. I emailed again saying it was very unprofessional, he ignored that one as well. About a week later on the 17th, I receive an email from someone who is supposedly from the customer service team and who will take care of me and my complaints. I write back that I am currently overseas and will touch base when I'm back, which I did on the 30th. He ignored this email so I followed up on the 3rd, and today is the 5th and still no news... Extremely disappointed in this company, there are the most expensive in market and for $110 an hour I was expecting impeccable service, and if not, then at least a minimum of professionalism in handling their own mistakes. Spend your money elsewhere!
1.75 out of 5
4/5 Care of goods
1/5 Service as described