Management is most pleasant on first phone call to secure business. The honeymoon period was over soon after. After reading reviews on here, I confirmed twice before our moving day. Staff was short on the phone and hung up before I could say good bye.
I have an antique china cabinet that the company moved in addition to the rest of our belongings. Glass on one of the doors broke in the move. We moved in January, and was told that 'The next time I have a truck on the coast, I'll let you know.' After a few weeks, I was a bit worried and followed up, only to be told that no trucks had been on the coast since we used the company. Through a friend of a friend, I found out that the company services Sydney three times a week. I phoned and asked about this, and I asked what route the driver took, and was told 'Usually coastal.' When I asked why I was not notified that trucks were in the area, a silence was all I received.
Eventually, they arranged the collection of the door to be repaired. The staff who collected the door brought no tools with them to take the door off, so my property management was responsible for finding the tools required. Six weeks later, I still hadn't heard anything. I phoned up, only to be told that they lost my number. I then reminded them that they wrote my number down upon booking their services in January of this year.
For the $140 an hour I paid the company, I was most disappointed in the services from them. They are the face of the company, once they've got you booked in, that's when the service and friendly phone manner ends.
Our removalists, Josh and Luke, were friendly and got the job done quickly (thought the occasional swearing banter between then could be left at the front door). When I phoned them about the broken cabinet, they said this should have been communicated to them by the drivers who dealt with us. I do believe the drivers would have told them, as we had quite a discussion about it. I do believe the drivers did their job in communicating any problems with management. I have given out several *warning* recommendations to friends who are moving. Don't be fooled by the initial friendly phone manner, or the 'attractive' hourly rates. Pay the little bit extra for genuine service and genuine care for the customer.