This is our intial complaint letter to Citymove Pty Ltd.
17 June 2008
General Manager
City Move Pty Ltd
Level 1
87 – 103 Epsom Road
ROSEBERY NSW 2018
Dear Sir/Madam,
Reference No. 81241497246
This is a serious formal complaint regarding the service provided by your company on Monday 16th June 2008.
At 7.30am the removalists arrived on schedule. However, we had ordered a 4 tonne truck, because a larger truck would be unable to access our townhouse, which is situated at the rear of 5 townhouses. A 10 tonne truck arrived and forced its way down the drive demolishing a large tree and part of the side fence. This resulted in the tree partially blocking the drive.
The removalists proceeded to load the truck. They did not have a trolley to move the heavy items, as they had ‘lent it to another job’. So we then had to borrow a trolley and stood around waiting for it to be delivered before the heavier items could be loaded.
We had always intended to complete several trips, as our new location was only 10 minutes away. The removalists departed for the new residence and completely demolished the tree on their departure entirely blocking access to the driveway for residents. It took us two hours to cut back the tree in order to regain access. This tree still needs to be removed from the neighbouring property and I expect we will be invoiced for the associated costs.
Once the removalists arrived at the new property they proceeded to unload the truck. Every single item they touched has been obviously and significantly damaged. An itemised list of the damage, together with photos will be provided with a hard copy of this letter.
Stephen’s elderly father arrived concerned about the damage to the tree at the prior location and asked the removalists if they intended to cover the costs of properly removing the tree. He said that they should not be paid if they wouldn’t address having the tree properly removed. The driver said it was not his problem and swore at Stephen’s father. He told Stephen that they would be keeping the contents of our home. They then proceeded to reload the truck.
Stephen assured the men that they would be paid and asked them not to steal our property. They then insisted on payment. Stephen paid them the full $432 they believed they were owed. They then dumped the contents of the truck in the garage and lounge room and ended their service without placing the heavy items in the appropriate rooms or completing the second trip.
Our fathers aged 72 & 66 completed the remaining trips with us and assisted us in lifting and installing the heavy items that the removalists had failed to do. It took us a further 4 hours to complete the move using cars.
On departure the removalists drove across the street and through the new neighbours nature strip destroying 4 plants. We do not believe this was accidental, but rather malicious damage. Our introduction to our new neighbour occurred when he came to voice his disgust. He expects the cost of his newly completed garden to be reimbursed and is justifiably furious.
Apart from the undue stress using City Move has caused us and the grossly unprofessional service provided, our property is damaged, and a number of other costs have now been incurred that we expect your public liability insurance should cover.
We were reluctant to make this formal complaint, because the removalists have proved to be reckless and have already threatened to steal our belongings. A statement regarding the incident will also be provided to the Victorian police.
We hope to resolve this matter amicably between us. However, should we be unable to find a resolution we will pursue this matter with the Office of Fair Trading and provide a report to the Australian Furniture Removalists Association. We will also publish a copy of this letter on various removalists’ websites to provide an accurate review of your services to future customers.
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