To whom it may concern,
This email is written to display my disgust at the level of service that your organisation (backload.com) Ph 1800800323, has displayed.
A Contract was entered into with a request that a certain day of pick up be requested due to the fact that people had to take a day off work to fit in around your level of ineptness and un-professionalism.
A calendar day was accepted and it was also stated to the receptionist that a person had to take a day off work to accommodate your inability. The person taking the day off is a single mother who rescheduled everything for your organisation. It is understood that an actual time cannot be supplied but at least a calenday was requested from basckload and accepted by me.
Again when phoning your company I was told that the Dresser Unit was picked up on Saturday only to have it confirmed that it was actually picked up 7.30 Sunday Night. (Excellent estimating).
This level of service I find unacceptable, given that a at least one weeks notice was supplied, twice.
Why ask for a day so that things can be organised only to totally disregard them.
As many of my friends are current and past members of the Australian Defence Force. Rest assured that this level of service will be forwarded to many of my friends that have used your organisation and upon my contacting them, will not in the future.
Read you web page of an extract below:
“There is no job too big or small for us. We can usually make the pick up with as little as 24 hours notice. Whether your job is local, regional or interstate we can help you. Our friendly and experienced staff are committed to making your move as easy and painless as possible.”
I wait for a reply, but as history has proved your organisation cannot even get a reply right, as this is my second email requesting contact and to date none has been received.
All I can do now is take a week off work as you have displayed that you cannot even give a one day delivery expectation advice.
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I arranged to move my daughter from Wangaratta to Brighton, SA through backloads.com. The removal was scheduled for 13/12/2007, which the company representative said was “no problem”. This company was chosen more or less as a last resort as 4 other (reputable) companies could not manage the removal at this time of year, ie. close to Christmas. My daughter had to vacate the premises by 14/12/2007 as professional cleaners were programmed to clean on 14/12/2007. Also, the land agent was bringing prospective tenants on 14/12/2007 to view the vacated, cleaned premises.
Before the removal was finalized I submitted an inventory of my daughter’s furniture and effects online using the backloads.com website. Backloads.com then sent me an email listing the cost of the removal at $2411.00. They stated that I should pay the cost in full several days before the scheduled pickup on 13/12/2007.
I duly deposited the $2411.00 into the backloads.com bank account (details provided by backloads.com) on 11/12/2007 as previously agreed. It was stated by a backloads.com representative that the driver of the removals truck would call my daughter an hour before pickup on 13/12/2007.
By the late afternoon of 13/12/2007 there had been no word from backloads.com or the removals truck driver, so I called backloads.com to find out why. I was told that there had “been a problem with the removals driver and the truck was still in Wagga Wagga”. When I asked why the truck was in Wagga Wagga in the first place it was explained the truck “does a run from NSW down to Victoria, picking up stuff on the way”. I was then told the removal would be carried out the next day. I explained that this was not satisfactory as my daughter had to be out of the house that day (13/12/2007). The backloads.com representative stated that there was nothing that could be done. As a result of the failure of backloads.com to comply with our agreement, my daughter had to pay an extra week’s rent, and incur the wrath of the land agent and cleaners the next day (14/12/2007).
Late afternoon arrived on 14/12/2007 and I received a call from the removals driver stating that he “was in Sydney picking up a new off-sider” and woudn’t be able to do the uplift until the next day, 15/12/2007. I then called backloads.com to complain about the situation and they assured me the removal would take place the next day (15/12/2007). I explained that my daughter had now flown out of Victoria to Adelaide and was no longer present for removal attendance, and so was leaving the key to the premises in the letter box. They suggested I avail myself of their SMS advisory service which would let me know when the goods would be delivered. I supplied my credit card details over the phone and was charged $19.00 for this “service”.
The next day (15/12/2007) came and went with no contact from either backloads.com or the removal driver. When I tried to contact the firm by telephone there was no answer or answering machine.
The next morning (16/12/2007) my daughter phoned her ex-partner (still residing in Wangaratta) and asked him to visit the removal premises to see if anything had been removed. The ex-partner responded that the removal premises neighbours had informed him that a removal truck had been parked out the front of the removal premises for 6 hours the previous night, from 1800 hours to midnight. The ex-partner checked to see if any goods had been removed and found that only a barbecue setting had been taken. It was thought at this point that the barbecue setting may have been stolen as no other scenario seemed to make sense. Whilst the ex-partner was talking to my daughter, the removals truck arrived at the removal premises. This was around noon on 16/12/2007. The only person on the removal truck was the driver. When my daugher’s ex-partner asked the driver how he was going to conduct the removal on his own, he received a torrent of obcenities, all aimed at the management of backloads.com.
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