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0% of the users recommend this removal company
D.D.
June 1, 2022
on Sirelo
Falconer Removals are not clear enough in what they expect costs to be. Our son had to move out of rented home due to break up. Arranged with Falconer Removals to remove and store items. Initial call to Falconer my wife was asked what needed to be removed and she gave all the items. Non bulky format 3 seater sofa, 2 seater and single armchair. Washing machine. Normal footprint 6ft tall fridge freezer. A collapsible dining table and 4 chairs. Two smallish tv stands. Coffee table. Double bed 4ft 6 and mattress headboard. Single chest 3 drawers. 2 flat screen TVs. 6 kettlebells. Shallow 4ft shoe cabinet. Microwave. This was a 2 bed house where one bedroom had nothing at all in. Was advised couldn't give quote over phone and would send it on. Received that and it stated £275 + vat per container and £8.50 per week storage per container. He had previously confirmed over the phone that the containers were big and should all fit in one container. This has now been denied by the son as something he never said. At no point did the son point out it was going into a second container or third during the removal. A quick 'we are full on first container couldn't have been hard to pass on to us. My wife told him on the initial call the items were not new, had been donated by family to us and that we were looking to minimise costs. But at a single container being used and this costing £275 plus Vat....fine. but not at the 3 container usage they went into. Cost of invoice now £1100 plus. This is an established company that coukd not tell us at any point prior to invoice we would be looking at such a large cost. Wouldn't accept payment on the day when items had not left street. The person in charge on the day was one of the sons. Feel as if everything is done to minimise transparency. Now will potentially lose all our belongings that were meant for our son's home. From £350 to £1100 is a ridiculous jump because they knew our expectations of cost. Other than bed and suite we coukd have moved the smaller items ourselves. Now it looks like we will need to pay a fortune just for Falconer to remove goods and give up on ever getting anything back. Will be looking to information commissioner to try to find recordings of calls between us to prove the terms discussed on phone - single container. But no clarification on the day. Why not? We go by their expertise. The lorry that came was huge. One on the left on their website and those items took up 3 of the 4 containers on such a large lorry. I will never trust someone else in such a dealing without confirming everything. Please if you need a removal done, consider what we had listed above and this limited load took 3 containers described as huge. Definitely not happy. I'm sure someone from Falconer will reply with some excuse but why not ask for photos ahead of time of the items. Or look over things on day at house and say there and then....that is going to take X amount containers. Its all flannel to massage you into believing their over the phone estimation which for us was completely wrong. Initial quote if they have all items listed should allow for a quote that says your items will require 1, 2, 3 or more containers. It didn't but we relied on their knowledge. Get everything tallied fully is my advice in hindsight. Record calls. Clarify everything. We may end up paying this exorbitant bill but I hope this negative review helps others avoid the pitfalls. I may lose here completely but for anyone else looking at Falconer Removals once they give you a quote, ignore that for anything other than their own uses. Email or write to them and ask to clarify specifics. Believe your own senses but do not rely on a phone call to prove what you believe you have agreed to. Get an email back. They are not part of the British Association of Removers as I found out today when I spoke to a gentleman there about our options to complain. So get your questions answered in a written, printable form. If you have to rely on a phone call, ensure you can record it. We felt they were decent people on the phone and trusted they understood exactly the situation and the cost basis we were looking at. Second hand items remember. Clarify all: am I going to need 1, 2, 3, more containers? How much is it going to cost me in the end? What is actually included? What they have done to us is like asking us to determine the number of containers that they need to use and then sending us a quotation to sign and return. We gave it to them on the day. But there was no way for us to know if the items had taken a single container or all 4 on that lorry. But whether we lose or not I don't want anyone else falling foul of their conscious efforts to ensure the quotation process is as controlled their end and as vague to customers as possible. I feel that if they were painters and decorators I would now be paying for the sixth coat of paint.
Having gone through a major distressing incident. Finding the cost is three times the original amount and this had every opportunity of being avoided. We went through a sequence first of ringing Falconer to be told bluntly by [name removed by Sirelo] on the phone that he never agreed to a single unit. But we dealt with both [names removed by Sirelo], father and son I believe and one stated the containers were ample and huge and 'it'll all be okay boy' to put me at ease. My wife did the majority of talking to them though. But [name removed by Sirelo] wouldn't accept payment on the day of removal. An invoice would be sent. This was three times what was expected. Their quotations are not quotes but estimates which allow them to give a more flexible means of costing to you. Essentially to leave customers without a firm price but just a cost based on per container. We had been under the impression of it being a single container but they used three. No mention of moving onto the second, or third on the day, even though [name removed by Sirelo] could tell me all about Welsh Nationalism issues and the large moves they had done in UK - London ones to brag and abroad. But couldn't get our small, and it was a small amount of goods, down to a single, or two, containers. We are not talking of small packing boxes but their main containers. From one to three with no mention to us during the removal.
When upset we rang about the invoice and thinking they must have confused our removal up with another. [name removed by Sirelo] told me nothing was discussed about single container with him. Well we had several calls, most of which we believed were with [name removed by Sirelo] the father who was great on the phone and put you at ease. But [name removed by Sirelo] was all about the fact he had invoiced, he had spoken to us. When two people involved in the discussion at different times and they largely sound the same. Who actually knows what I don't know but can only assume there was a breakdown in communication between the two of them. But this potentially costs us as customers. During the call back to them though you need to wait for a call back from Falconers and [name removed by Sirelo] called me back, knowing what the issue was about and thoroughly annoyed me by being 'I never said that Sir, we didn't discuss this sir'. I asked about the fact we had told them the items were second hand mainly and looking at keeping costs down. 'The items being second hand or not is nothing to do with me sir'. I mean it should be when a cost we expected of between £300 to £400 goes up to £1100. Wouldn't accept payment on the day. We will invoice you sir. Enough with the sir when the fact is they are planning on ripping you off. [name removed by Sirelo] did the quote. The containers have a static price of £275+vat but he couldn't accept the much lower payment on the day for a single container as he would have had to let us know he was going to charge us three times this.
There were numerous ways they could have reduced the cost to us. By using a different lorry and then offloading into three containers which we still don't believe were necessary or don't fulfil the term 'ample' or 'huge' as described. They could have charged an unloading fee from a smaller lorry and then loaded up their wooden containers. Every way we can work this there was options for them. [name removed by Sirelo] asked to see the items in the house to move. We believed we were all set for a single container but he managed to speak to me for long periods but could not say 'we have now used one container and going onto the second' which would double our cost from expected. But they then supposedly filled another and four days later with all our goods held at their warehouse now found out we had incurred three lots of £275+vat for removal to their warehousing and three lots of £8.50 per week of storage costs. Had we known any of this upfront or even on the day things could have been either stopped entirely or altered so only some items went with them. The items not moveable in a car basically. We chose them on trust but wish we had dug deeper ahead of time as they are not part of any Ombudsman regulated body so if things go wrong you are on your own. They do not answer their own emails and we have no idea what this will eventually cost us to get our goods back.
They are treating us as if we have not complained about their approach to things and instead offered for us to collect our own goods back at our increased expense of hiring another firm. We will go to court if necessary and will not pay for half of the service presumed bought and contracted to. Be very careful to ensure you are only paying for the number of containers you believe you are. [name removed by Sirelo] is a long established member of Falconer's but could not be upfront with us at any point during the removals and even when asked if we could pay there and then. No looking around and saying 'just to be clear sir, this is going to take three containers'. No, we were left believing a single one had been used, maybe our own stupidity, but you trust a company to know their job and to be able to estimate or quote on containers large enough to do removals to within that container, or certainly the next, but to be out by two and then say he had not said anything about one container. WE had throughout and that had been rammed home to them. Lovely boys, lovely on the phone, until you get invoiced. Then you get ignored and end up wondering what you are in for cost wise. Never go down the route of not getting a 'containerised' removals firm to do the move without breaking the cost down. Estimates and quotes should be accurate. With it being a long established firm you rely on professional judgement and not their passive avoidance of giving you an accurate cost. Disgusted.Read more
Having gone through a major distressing incident. Finding the cost is three times the original amount and this had every opportunity of being avoided. We went through a sequence first of ringing Falconer to be told bluntly by [name removed by Sirelo] on the phone that he never agreed to a single unit. But we dealt with both [names removed by Sirelo], father and son I believe and one stated the containers were ample and huge and 'it'll all be okay boy' to put me at ease. My wife did the majority of talking to them though. But [name removed by Sirelo] wouldn't accept payment on the day of removal. An invoice would be sent. This was three times what was expected. Their quotations are not quotes but estimates which allow them to give a more flexible means of costing to you. Essentially to leave customers without a firm price but just a cost based on per container. We had been under the impression of it being a single container but they used three. No mention of moving onto the second, or third on the day, even though [name removed by Sirelo] could tell me all about Welsh Nationalism issues and the large moves they had done in UK - London ones to brag and abroad. But couldn't get our small, and it was a small amount of goods, down to a single, or two, containers. We are not talking of small packing boxes but their main containers. From one to three with no mention to us during the removal.
When upset we rang about the invoice and thinking they must have confused our removal up with another. [name removed by Sirelo] told me nothing was discussed about single container with him. Well we had several calls, most of which we believed were with [name removed by Sirelo] the father who was great on the phone and put you at ease. But [name removed by Sirelo] was all about the fact he had invoiced, he had spoken to us. When two people involved in the discussion at different times and they largely sound the same. Who actually knows what I don't know but can only assume there was a breakdown in communication between the two of them. But this potentially costs us as customers. During the call back to them though you need to wait for a call back from Falconers and [name removed by Sirelo] called me back, knowing what the issue was about and thoroughly annoyed me by being 'I never said that Sir, we didn't discuss this sir'. I asked about the fact we had told them the items were second hand mainly and looking at keeping costs down. 'The items being second hand or not is nothing to do with me sir'. I mean it should be when a cost we expected of between £300 to £400 goes up to £1100. Wouldn't accept payment on the day. We will invoice you sir. Enough with the sir when the fact is they are planning on ripping you off. [name removed by Sirelo] did the quote. The containers have a static price of £275+vat but he couldn't accept the much lower payment on the day for a single container as he would have had to let us know he was going to charge us three times this.
There were numerous ways they could have reduced the cost to us. By using a different lorry and then offloading into three containers which we still don't believe were necessary or don't fulfil the term 'ample' or 'huge' as described. They could have charged an unloading fee from a smaller lorry and then loaded up their wooden containers. Every way we can work this there was options for them. [name removed by Sirelo] asked to see the items in the house to move. We believed we were all set for a single container but he managed to speak to me for long periods but could not say 'we have now used one container and going onto the second' which would double our cost from expected. But they then supposedly filled another and four days later with all our goods held at their warehouse now found out we had incurred three lots of £275+vat for removal to their warehousing and three lots of £8.50 per week of storage costs. Had we known any of this upfront or even on the day things could have been either stopped entirely or altered so only some items went with them. The items not moveable in a car basically. We chose them on trust but wish we had dug deeper ahead of time as they are not part of any Ombudsman regulated body so if things go wrong you are on your own. They do not answer their own emails and we have no idea what this will eventually cost us to get our goods back.
They are treating us as if we have not complained about their approach to things and instead offered for us to collect our own goods back at our increased expense of hiring another firm. We will go to court if necessary and will not pay for half of the service presumed bought and contracted to. Be very careful to ensure you are only paying for the number of containers you believe you are. [name removed by Sirelo] is a long established member of Falconer's but could not be upfront with us at any point during the removals and even when asked if we could pay there and then. No looking around and saying 'just to be clear sir, this is going to take three containers'. No, we were left believing a single one had been used, maybe our own stupidity, but you trust a company to know their job and to be able to estimate or quote on containers large enough to do removals to within that container, or certainly the next, but to be out by two and then say he had not said anything about one container. WE had throughout and that had been rammed home to them. Lovely boys, lovely on the phone, until you get invoiced. Then you get ignored and end up wondering what you are in for cost wise. Never go down the route of not getting a 'containerised' removals firm to do the move without breaking the cost down. Estimates and quotes should be accurate. With it being a long established firm you rely on professional judgement and not their passive avoidance of giving you an accurate cost. Disgusted.Read more
They do treat belongings well on removal
Cannot trust them on costings
Don't answer weeks of emails
Moved from Swansea (United Kingdom) to Ammanford (United Kingdom)
