Removal Group

Reviews

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1. G

   Giulia Z.

   Source: RemovalReviews · London, UK

   6 Aug 2011Paid £1,025

   The removal group.

   I had a horrible experience with the Removal Group. They did not come for a survey. After the pickup they wanted an additional 1250 GBP (total cost agreed was 1025 for move and storage) since they claimed unreasonable extra costs. Their terms and conditions leave a lot of room for that. I refused to pay. They charged my bank account without authorization. I got my money back (after months) through my bank (it was treated by my bank as a non authorized transaction). They threatened to abandon my goods in the street. I had a lawyer send them a letter, they kept my goods in storage. However when I wanted to have my goods back, it took them more than two months to deliver them. I had to call them many times, they never returned any call. Only once I threatened again to go to a lawyer I finally got my stuff back. Strangely enough, I even had offered to pay 600 GBP to settle, but finally they did not want this. Possibly they realized that had I gone to a lawyer it would have become expensive for them (they do not seem to have a good legal protection). The people I dealt with are called Lisa Cook. She seems nice on the phone but is unable to add two plus two correctly, she really did an infinite number of mistakes, adding VAT twice and things like that. To any direct, important question she answers: "I have to talk to my agents" or "I have to talk to my manager". Typically she does not get back to you (of course, before we agreed on the move it was all a different story.. ). The manager, he was really the worst ever, is called Stuart Hall. He is the one who threatened to abandon my goods. Essentially, he told me just so many lies (lots of excuses when they were refusing to release my goods). I can only advice: DO NOT USE THIS COMPANY. I moved many times and never had any no problem (that's why I was maybe too relaxed with this move and did the big mistake to take a quote from a company that did not bother to do a survey). In any case, it was the worst move ever.

2. S

   Sarka

   Source: RemovalReviews · London, UK

   6 Jul 2011Paid £2,500

   Cancellation of order & fraud.

   I cannot comment on the actual performance of company movers, but can comment on the order process. We were planning to move a part of our house from Switzerland to London last August (2010). I chose the medium priced offer from Removal Group. Their website looked professional and the reviews were good; only later I noticed that most of the reviews are hosted on their own website.. I was in contact with the sales representative (it looked like she was the only one who works there, noone else ever answered the phone) and even though she was a bit too pushy, I decided for this company, which was more than 3 weeks before we planned the moving. She sent me several forms one day, I sent her one back but didn't even complete the residual orders neither sent the order form by fax as they request. The same day changed our mind about moving and rented a smaller place in Switzerland. I called to Removal Group to apologize that we won't be moving to the UK all the stuff any more. To my shock, Leanne told me that she will charge me cancellation fee. Unfortunately, I gave her my card details a day before to pay a small deposit (around £150) to book the time slot. She told me that she would charge me 30% of the original cost, which was about £800 (against their terms and conditions say that when you cancel up to 14 days before the moving, they won't charge you a penny). They were so nice that they 'gave me a discount' - they charged me only £500, and never charged the deposit. I refused to pay any cancellation fee, I haven't even completed the order and told them explicitely NOT to charge my card with anything else than the initial deposit already a day before. Removal Group still charged my card with £500 and stopped communicating with us. Well, apart from several threatening emails that were refering us to their company lawyer, who probably didn't even exist. When I requested his/her contact details, they never came back to me. Our company law department advised me to report this as a fraud to my bank, which I did and eventually recovered the full amount. That's the story in short. Not very good, is it? I feel quite sad about it; the whole time I was happy to accept an apology and the money back from the company, but they left the bank to force them to return it. My learning experience: never give your card details before the order, even though they stress you that the time slot may not be available any more. It is not worth of the stress.. Good luck with moving!

3. D

   Dst

   Source: RemovalReviews

   21 Jun 2011Paid EUR 1,100

   Do not use Removal Group.

   I was given a quote in EUR but my Euro credit card was charged in GBP. I was informed that a deposit would be taken but the entire amount was debited immediately. I was not informed of a credit card charge during open discussion regarding payment. I was told that I had to sign the request from and make a payment within 1 hour to guarantee missing my delivery deadline. The deadline was not respected, despite eventually being assured this by email, after having my initial request for formal confirmation ignored. I was given terms and conditions only after making payment. I agreed to reduce my volume in order to have my delivery deadline met, but I was not informed during that conversation that the type of removal service had completely changed. One email sent to me included a confidential email exchange with another client. I was told that the quote match I had from a "man with a van" should be avoided to ensure a professional and insured service. However, a man with a van turned up to "collect" my goods. According to Removal Group's pledge - they only use BAR registered companies! When it became apparent that there was a misunderstanding concernign the type of service offered, a third party called me, insulted me and hung up. I called Leanne to clarify the issue, but was only insulted further with sarcasm and disinterest. When I asked if it was possible to actually speak myself, I was told that I was talking nonsense just like my concerns regarding the payment. I explained that I did not consider the level of customer service to be acceptable and Leanne told me she was a sales representative and not a customer service agent. According to their web site, you will be assigned a "House Removals Coordinator" to assist with your removal! According to my payment confirmation, my co-ordinator is Leanne Fellows. Her email signature refers to her as "Senior European Relocations Manager". Leanne then told me she needed to close the conversation as she had other customers waiting (we had been speaking for less than 5 minutes). I asked to speak to her manager and she hung up. I never had any contact whatsoever from Removal Group after this. Neither to inform me of the delay nor to check if my goods had arrived. I was able to obtain information from a third party intermediary, who informed me that when my good should have been delivered to Spain, they were in fact in London. Apparently, at least 4 separate companies were involved in physically moving goods between intermediary locations. The company that actually delivered my good to me were not a removal company. The removal companies involved, at no point in time, had a copy of the inventory that I had given to Removal Group. My goods arrived 2 weeks later than the deadline, damaged, broken and filthy.

4. J

   Jeromemk

   Source: RemovalReviews

   18 May 2011Paid £3,500

   Please Don't Use Them.

   We've just finished our move from the UK, back to the continent, and we've experienced one of the worst situations ever. Moving is always stressful, but this bunch of incompetent guys will make your life miserable. We decided to use this broker in January 2011, given the rates proposed and having contacted a few other moving companies/brokers. Our first big mistake was to not check the customer reviews on the web before making the decision. There are so many similar stories.. First, this is just a broker company, and they do not evaluate the volume of the shipment. The estimate given was far too low, and this resulted in a significant increase of the total amount to be paid. Anyway, at the beginning of the process, they seemed to be responsive and helpful. But, once they receive the money, you're screwed. This is when the nightmare starts, as it becomes impossible to get any reliable information or communication from them: Just vague information and lies! Even for getting the additional amount to be paid, resulting from the initial underestimation, they are not able to add two numbers correctly. We had to do it ourselves several times, and it takes quite a lot of energy to manage these people. Having our goods in storage, we then decided to inform them more than 6 weeks in advance to plan for a delivery date in early May. After about 10 emails and many phone calls or so, we struggled to receive any clear information about this. Then, after so many attempts, we did manage to have Matthew Liscott on the phone and had his "confirmation": "Yes, this date has been confirmed with the moving company". Being a bit na.

5. A

   Andrew

   Source: RemovalReviews

   9 Aug 2010Paid £3,000

   The Remval Group is Awful.

   THEY ARE AWFUL! The Removal Group picked up our furniture in Italy after giving us a written quote and reconfirming the amount on the day of the move, then wanted 50% more it after they took the goods, even though on the day of the move, told us everything was fine. When the goods did arrive in the US 3 months later items were broken. We purchased damage insurance before the move from them and now they won't call us back. This company is the biggest nightmare in the world. I would be happy to tell anyone how bad it was. I am in the US at 617-536-0878, ask for Andrew.