Warning: Do not chose this company to move your goods, the business is incompetent, they are misinforming and treat their customers with no respect and no intent to please.
This is now one of two complaints against CITYMOVE !!!
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Like severel of Citymove customers, we had the worst moving experience ever in our lives (we have moved severel times not only among cities but countries).
We not only had furniture damaged when it got delivered, we had no communication from city move throughout the transit of our materieal. Their staff (we can name them and have email records to prove) were rude and did not bother communicating once they had our credit card details.
It's noteworthy that City Move always use sub-contractors (we were told by people who actually delivered our stuff)and have no moving capability themselves. In essence, they are only internet based brokers in the moving business with no expertise or corporate responsibility whatsoever.
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Citymove Pty Ltd
ACN 109 359 800
Head Office
Level 1, 87- 103 Epsom rd
Complaint about the bad customer service
I have made an enquiry about the prices through Citymove web site. Then the following day morning (19.07.08) my housemate received a call from a lady at Citymove and my friend was under the impression that she was going to give a quotation. But she has made a booking without contacting myself.
Then I rang their general number to cancel the booking as I have received an email confirming the booking. I spoke to Daniel Mc Donald on 19.07.08 in the afternoon and he was reluctant to cancel the booking and he offered other products. When he was explaining the products I have asked him to repeat some of the transportation costs. And then he has changed his voice and suddenly became aggressive. Then I told him that I don’t need their service and asked him to cancel it. Then he got really angry towards me and mentioned that “ we don’t need customers like you” and then he hang up.
I rang Daniel straight after and asked him why he was so rude and it is not professional to hang up the telephone conversation. He started talking over me and was very aggressive. I asked him to listen to me but he did not give me a chance to speak. I never experienced such a bad customer service like this before. I asked him to put me through to the Manager but he refused to do that and also said he himself is the Manager. I mentioned to him that professional Managers do not behave in such a manner. He was trying to cover his bad customer service by throwing at me saying that I am the one who is yelling at him. I did not want to go further and mentioned to him that I am going to make a complain.
I do not want this to happen to any other person and do not recommend their service.
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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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