This is my terrible experience with Citymove and the complaint letter emailed to them today:
General Manager
Citymove Pty Ltd
Head Office
Level 1, 87-103 Epsom Road
Rosebery, NSW 2018
26 June 2008
Dear Sir/Madam,
Reference Number - 8897083279
I chose Citymove to move my furniture on Friday, 20 June 2008, because of the excellent service I received last time I moved. This turned out to be a very regrettable decision. While moving house can be stressful at the best of times, Citymove unnecessarily added to the stress. Your company advertising is misleading in stating that you “take the fuss out of moving” it multiplies it.
My move was booked in the 11am – 2pm timeslot, which I booked online. The booking system showed this time as available and for a cost of $59/half-hour. I received a call the day prior to the move and was informed that there would be delays because two big jobs had now been scheduled in the morning before mine. Because of the overbooking, Citymove used deceptive measures and pressured me to change my booking from 2 to 3 men at extra cost to myself. I booked my move well in advance on 11th June 2008, and should not have to suffer the consequences of a misleading and inadequate booking system. I had made arrangements to take leave from my job on Friday and had also booked cleaners and carpet cleaners in advance for Saturday, 21st June 2008. My lease was due to expire on Sunday so I had no alternative to moving my furniture on Friday.
During the day I didn't receive any indication of an estimated start time for my move and had difficulty obtaining information from your call centre staff. They were highly incompetent, would not provide basic knowledge of the removalist's progress, showed no compassion and lacked basic customer service skills. Because of this pathetic service, I missed my appointment with Energex and was without electricity for the entire weekend.
The removalists finally arrived at 4pm only a short time before a thunderstorm. I had the majority of my furniture on my veranda to make it easier and faster for them to move. Because of the looming storm I had to move it all inside again. If they had been able to do my job at the scheduled time between 11am and 2pm, I would not have had this extra work and they would not have had to move my furniture twice to ensure my furniture was protected from the rain, which consequently added to the time and cost of the move.
I am not complaining in any way about the work the removalists did. They acted with professionalism and integrity – the only experienced throughout the move. They did an excellent job in the adverse conditions and two of the men were injured. The injuries were a direct result of the delays caused by your company overbooking. Not only does Citymove have an incompetent booking system and disregard for its clients, it shows no consideration for the health and safety of its employees or contractors.
Your assertions in Citymove advertising of “100% Guarantee of Quality”, “Trained Polite Staff” and “Our guarantee, make your move easy” are simply promises that you do not fulfil. The actual moving of property is only one part of moving. Having it done on time, being kept informed, sticking to original quotes and having call centre staff who are not rude are also major factors in moving and if performed competently would have “taken the fuss” out of my move. I have been severely inconvenienced physically and financially by the actions of your company in this move. I cannot see myself using your company again or of ever recommending it to others.
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