The removalists turned up (Tuesday) at the home and one was an elderly man and the other was a toothless junkie from Mayfield in Newcastle. The old man stayed outside of the house and the younger hothead was the one moving the furniture. The pair of them did not stop whinging and complaining from the second they pulled up in the driveway. I ended up helping by moving all the boxes and some light furniture out the front thinking the sooner they left the better as it was a nightmare having them in my home
I was there by myself with my 2 children as my husband was away for work and would meet me at the new house in Victoria. They knew I was driving to Victoria to meet the truck at the other end although they insisted they would be there before myself. I handed them a copy of the keys for the new house and off they went. Little did I know that the toothless junkie had also helped himself to the $450 in my purse on his way out the door.
I didn’t realise until halfway to Victoria that I had no cash and after contacting backloads.com I was told that it was the drivers responsibility and they had nothing to do with the theft of the cash.
The driver had since dropped off the toothless Mayfield junkie and picked up a new piece of scum to travel with and would not disclose the whereabouts of the other 'helper'.
numerous phone calls went back and forth between the driver, myself and my husband as we made our way down the Hume Highway with no accountability happening.
I was then told (this was now Wednesday) that they would not be at the new address until the Thursday morning. No problem we would just stay overnight and head to the new house and meet them there.
Thurday 4pm comes and still no truck and by this time I am fuming! My husband arranged to have a mate of his come to the new address so that I did not have to deal with the removalists by myself.
They finally arrived at 5pm and started to throw and I do mean THROW my belongings off the truck breaking several things in the process. The elderly driver said nothing to me about the missing cash at all and when questioned by my husband’s mate he responded by letting him know how fantastic he was in a fight... my goodness and here was I thinking he couldn’t fight his way out of a paper bag.
The younger man that came with the removalists spoke to me as they were leaving and told me that the toothless junkie was a mate of his and that he couldn’t give me his phone number as it wasn't right...
but taking $450 out of my purse was???
I then asked for this person's ABN or TFN and I was told that there was no tax file number for Shane from Mayfield and that he was hired cash in hand for the day.
I then went inside to grab some paper and by the time I came back out the front the truck was pulling away and gone.
It was then I realised that the driver still had my house keys!!
I have since called both the driver and backloads.com to no avail, there is a spare set of my house keys floating around the country somewhere.
I asked to speak to a supervisor and was given to an 'operations manager' who told me that he would call the driver and then contact me again, that was 7 days ago and I have heard nothing.
The last call I made to them yesterday I was hung up on 4 times in a row and the woman on the phone laughed at me when I told her that I was going to the police over the house keys and the damages that happened as the truck was unloaded.
I was told at the time that backloads.com will not replace the goods that were broken as we didn’t take out the $500 transit insurance that they insisted we pay on top of the $2795 removal fee. The breakages did not happen in transit they happened when the removalists were throwing items off the truck due to the driver having a dose of the cranks because he could not locate our new address and that we had been on the phone to him constantly over the missing money.
We are going to go to consumer affairs and we are still dealing with the police in NSW and VIC over damages and the missing money but the fact remains that it has been 2 weeks and someone has my house keys and backloads.com will not even talk to me anymore or talk to anyone associated with the job number.
DO NOT EVER USE BACKLOADS.COM!
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I would suggest that you don't use this company, unless you enjoy:
Being made to wait for 8 hours for a pick-up that never happens.
Calling them 4 times to request when the pick-up will occur, being told you will be called back, and receiving no call back.
Rude, inefficient customer service, especially at management level
Not meeting promises regarding alternative pick-up and delivery arrangements
Having your furniture damaged while in transit
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Job number: XN3107
Dear David,
Firstly, I would like to state that the preceeding comments are not me having a whinge, but a written complaint that I expect a response to. As our relationship is ongoing, I am very hesitant in sending this email for fear of being the victim of yet more
David, I would like to make you aware of my huge amount of frustration, disappointment and anger that has been caused by my ongoing experience with Backloads.com thus far. As I am sure you are aware from my numerous phone calls to the 1800 number that your company has listed on the website, that I am far from happy with the service (or severe lack thereof as the case may be) that I have received from representatives in your company's employ.
My furnitrure was picked up from my Western Australian address on the 9th October 2008 with very little fuss, which I believed at the time was a good sign and that I had made the right decision to contract your company. If I had known then what was to transpire over the last 5 weeks, I would have been happy to go with a more expensive operator to retain a little piece of mind.
So far,
1. I have made close to 25 calls to various people in your office (Elizabeth, Janet, Sam, David, the list goes on),
2. I have been hung up on by Matt (one of your many operations managers) who I found to be unsympathetic, rude and very unhelpful,
3. I have been asked to "call back later", which I have done numerous times still with no result or information,
4. I have been told that my possesions will in fact be delivered on a certain date, multiple times, obviously with no result (the most recent of these dates was today, which I have since been informed isn't actually the case)
5. I have received numerous Text SMS messages from your tracking service stating delivery times and dates that haven't been honoured
6. This morning I was advised, by Janet, to call your sub-contracted removalist company here in Brisbane "The Moving Professionals", who by the way are far from professional (I spoke with Allen this morning and I was told "who the fuck do you think you are the head of the U.N or something" and "Its not my problem if you are unhappy with the situation" and "I don't appreciate having to auction for this Job, Why did you call Backloads again after I told you that I would call them". I am still unsure why I, the PAYING CUSTOMER should had to of made that call when it is obviously why I am paying your company
7. I have had to call repeatedly in regards to an invoicing issue that I am yet to see resolved, Is there even an accounts department in existence or do you just tell your customers that to shut them up and get them off the phone.
8. My Credit card has been charged without my consent( I believe this falls under Credit Card Fraud)
9. My booking, which I can access through your website, still shows that the job hasn't been payed for, which isn't the case as I paid cash on pick-up to a representative of your company, which I have a signed tax invoice/receipt for
Amongst other issues that I would be happy to extrapolate on if I could actually speak with someone with any form of authority or responsibility within your organisation(and I use that term very loosely as your company so far has proved to be anything but organised) is the glaring reality that I still have not received my goods, and am still unsure when I will be receiving them. At this point in time I am not sure if this email will be read, taken seriously or even acted upon in a professional manner, I guess I can only "wait and see", which I have had plenty of practice at lately due to the issues that I have briefly outlined above.
Please take this email in the vain that it is meant in, i.e a written complaint.
As of 11.20am (Brisbane time) Friday 14th november 2008 I still have had no response to my latest query as to whether my goods will be delivered tomorrow(Saturday 15th november 2008).
At this juncture I am considering my options as to the next course of action, I only hope that this email will inspire even a basic level of customer service from your company and prompt you to take my complaint seriously and to try and resolve it as soon as possible.
Hindsight is 20/20 as they say, and I just wish that I had had the good sense to do some investigation into your company before contracting you to move my belongings. After a disturbingly short amount of time I was able to glean information from various sources, stating mostly complaints about very similar issues to that which I am experiencing myself. and even the fact that the Victorian Fair Trade commision (or some such body) has on multiple occasions commenced investigations into your company as a result of, again, numerous complaints from past and probably present customers of your company. To have a balanced view I also took the time to read the various letters that you list on your website for possible lack of customer service and or delays in delivery or pick-up. Working in a service industry myself, I do actually understand and agree with some of the points that you make. However that does not alleviate my frustration! I too can write a very long winded letter explaining away non performance.
With little expectation that you will, I look forward to your response .
Regards
Simon Spence
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This company should close it's doors, I arranged a pickup and delivery of a bed for my daughter to be picked up approx 19th February, The bed was left out a number of times but not picked up when promised, my daughter phoned many, many times one of the ladies was rude and hung up on her, and Elizabeth told her one time that the bed had been picked up and my cousin's wife phoned us that night to let us know that the bed was still there, out and out lie. DO NOT USE THIS COMPANY, THEIR PEOPLE TELL UNTRUTHS, AND PROMISED PHONE CALLS DO NOT EVENTUATE. DISGUSTING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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My goods were due to be picked up on the morning of Friday 14 March as I was leaving Sydney to return to Melbourne that afternoon. At 12pm on Friday I called backloads to enquire about the drivers whereabouts. I was told the truck had broken down and they would send another truck but it would not be there until Saturday . I had to get a friend to come over on the Saturday and wait for the driver. The truck did not show up. My friend then got a call on Sunday to say the truck was on its way. My things were picked up on Sunday and the driver said they would be delivered on Tuesday 18 March. Today is Thurs 20 March and I am still waiting for my goods. I spoke to the company again and they said the truck had broken down (again!!!) and the goods would be delivered on Monday or Tuesday the following week. I have now contacted consumer affairs who advised me that this company is being investigated as they have had numerous complaints. NOT GOOD ENOUGH BACKLOADS.COM
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I rang backloads.com on Wednesday 6th Feb 2008 to have my furniture picked up from Campbelltown NSW going to Qld. they gave me a quote and said my goods will be picked up on Friday morning (8th). Friday morning i called the company as advised by one of the staff members to get a rough estimate of the time that they would be arriving. i was told the driver would be there between 2pm-4pm and would call me an hour before. i was then advised that the operations team would call me in a few hours to say where the driver was at. 1pm came and i had heard nothing so i gave backloads a callback. they said there had been a delay and the driver would not be there until between 3-5pm. 5pm arrived and again nothing. i rang the company again and they told me that that he will definately be there between 6-6:30. as my stuff was stored at my ex house i needed to make sure someone was going to be there. i went to his house at 6pm and waited until 9pm and nothing. I was told the company closed at 6:30pm, so from 5:45pm to 6:30pm i was calling to see where the driver was and could i get in contact with him direct. Guess what??? the company was closed. I never recieved a call from the driver. Saturday 9th Feb i called the company and they didn't know what happened so they would give a call back. I asked to speak to someone higher up then Kevin (the guy) who answered the phone. Jeff the operations Manager rang and said i could have the drivers number to see what time he would arrive to pick my stuff up as he was in the dark as much as me. i stated i do not want the drivers number as this is apalling customer service and how they did not even have the decency to call me why would i want to use them. I proceeded to tell him i want the job cancelled and i would arrange another removalist, he offered me a discount and told me the driver would be there between 2-4pm. i laughed as this was the same line i heard yesterday. Heaven knows what would of happened to my stuff if i got them to pick it up. i cancelled the job and rang another removalist company. 5 minutes later Cobb & co called me as they are the drivers that were picking my stuff up and told me he heard i cancelled. He mentioned that he was only given the job on the 8th Feb and he would try his best to get there to collect my goods. i said i have cancelled the job and he offered me to go private with him and he charge me $200 less than original price. I asked him what time he could pick my stuff up for curiosity sake and he said 7pm. i laughed and said forget it. I ask anyone who is moving, use someone else to collect your stuff. This company is shonky.
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We instructed Backloads to move our minimal goods (Fridge, Queen bed, TV, ladder and 2 boxes) from Hawthorn, Melbourne to Brisbane. We filled in their on-line quote before calling their office to confirm when we needed delivery of the goods being the 19th October. The phone operator advised a pick up of the 17th October would suffice, the goods would be sent up on a train and can be delivered on the 19th October. Unfortunately our goods never arrived that day, we made several phone calls to customer service who were never able to provide any additional information. They only ever referred the matter to 'operations' who NEVER returned any of our calls. The following week we were still without our furniture, each day our furniture would be promised and guaranteed to be delivered but never would arrive. We would be kept on hold with the customer service team for up to 10 minutes at a time, leave messages, anyone of any authority was never available to take our calls and If ever we expressed our frustration (not in a personal way, just that we were wanting our belongings that were almost a week late), the phone staff would react basically by denying we were told they would be deliviered on certain days and then to say all they could do was take our name and number once again.. At the time of writing this complaint we have still not received our goods. We are wanting to warn anybody who maybe considering using Backloads not to. I also spoke to the Industry Association who advised Backloads do not meet the criteria to become a member and the Association receive several calls of complaint againt Backloads.
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