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Reviews
0% of the users recommend this removal company
S.
July 9, 2021
on Sirelo
My partner and I merged households in March, moving from two properties into one. We researched and BritMove had outstanding reviews so approached them for a quote. [Name removed by Sirelo] quoted and we felt reassured by his ‘nothing is too much trouble’ attitude. The quote was more expensive than others but felt it was worth paying extra for a reliable, high-quality service. The full packing service cost us £3000.
Bad result. When finally loaded, our completion was still delayed so, understandably, the removal workers were restless and we felt pressured into booking storage for £1300. Luckily we completed at the last moment.
We appreciated the staff working late, however, it was chaotic so tough to get things in the right rooms. Everything was unloaded (albeit in not the right place) but we signed the relevant forms, not realising at this point that the dining table, skate ramp and football goals had not been reassembled. Annoyingly, the workers left takeaway remains on our driveway which we had to clear up.
Unpacking, things became clear; the day was difficult due to the delay in completion, however, this did not excuse terrible packing at the Property A where items were randomly thrown into boxes with very little or no wrapping. A huge contrast to Property B which had lots of items very carefully wrapped – even jelly, bags of rice, and various other unbreakable items unnecessarily wrapped in large sheets of paper. We could have praised the attention to packing at Property B but it was so slow we fell behind. Property A drove an hour round trip to drop off a two young lads to help. We think this led to rushing and breakages at Property A. Had the completion not been delayed we would have had problems with my buyers moving in (who had sat outside waiting).
Things had been packed on top of plants so ended up completely squashed and battered. Some did not survive. It looked as though ornaments of sentimental value were thrown into boxes unwrapped with the lego. Generally, all-round the packing was dreadful so not only have we ended up with lots of breakages, we also paid a great deal of money for privilege. We were left with a triple wardrobe with a broken wooden panel and scratched door, furniture with missing screws and a wardrobe (which was part of a set) completely broken and had to be scrapped. A shelving unit that was dropped was broken, a tear in a mattress and kitchen appliances dented and damaged. Damaged kids toys (including a guitar). Items to be put in the shed were all thrown in and piled up with no care.
There were a few items missing and luckily we were able to access Property A to retrieve. However, we also found damage to the interior wall when the wardrobe had been removed.
We had to repair a number of items that had not been reassembled or reassembled correctly.
Things don’t always go to plan but we found the arrogance and flagrant disregard for our belongings upsetting. We complained by email and [name removed by Sirelo] responded in an unsympathetic, defensive and arrogant tone. Later realising he was the manager (real name [name removed by Sirelo]) we had a number of emails back and forth, where he seemed to not accept or understand our full version of events but claimed to want to sort out the matter. I had a reasonable phone call with him and we agreed we would try to come to an agreement for compensation as there had been failings leading to unnecessary stress and damages. We sent descriptions and photos and he came back offering £150 claiming it was all cosmetic damage. This was an insult and did in no way reflect the amount of hassle, inconvenience and damage done (not even monetary, yet alone sentimental value).
We refused the offer and contacted the NGRS who advised I contact Removal Ombudsman and I have my Credit Card company investigating. NGRS also suggested small claims court. This is an ongoing complaint and yet to be resolved.
I’m sure BritMove has it’s successes but if you take the risk, beware if things go wrong, you’re in for a battle to get compensation.Read more
Bad result. When finally loaded, our completion was still delayed so, understandably, the removal workers were restless and we felt pressured into booking storage for £1300. Luckily we completed at the last moment.
We appreciated the staff working late, however, it was chaotic so tough to get things in the right rooms. Everything was unloaded (albeit in not the right place) but we signed the relevant forms, not realising at this point that the dining table, skate ramp and football goals had not been reassembled. Annoyingly, the workers left takeaway remains on our driveway which we had to clear up.
Unpacking, things became clear; the day was difficult due to the delay in completion, however, this did not excuse terrible packing at the Property A where items were randomly thrown into boxes with very little or no wrapping. A huge contrast to Property B which had lots of items very carefully wrapped – even jelly, bags of rice, and various other unbreakable items unnecessarily wrapped in large sheets of paper. We could have praised the attention to packing at Property B but it was so slow we fell behind. Property A drove an hour round trip to drop off a two young lads to help. We think this led to rushing and breakages at Property A. Had the completion not been delayed we would have had problems with my buyers moving in (who had sat outside waiting).
Things had been packed on top of plants so ended up completely squashed and battered. Some did not survive. It looked as though ornaments of sentimental value were thrown into boxes unwrapped with the lego. Generally, all-round the packing was dreadful so not only have we ended up with lots of breakages, we also paid a great deal of money for privilege. We were left with a triple wardrobe with a broken wooden panel and scratched door, furniture with missing screws and a wardrobe (which was part of a set) completely broken and had to be scrapped. A shelving unit that was dropped was broken, a tear in a mattress and kitchen appliances dented and damaged. Damaged kids toys (including a guitar). Items to be put in the shed were all thrown in and piled up with no care.
There were a few items missing and luckily we were able to access Property A to retrieve. However, we also found damage to the interior wall when the wardrobe had been removed.
We had to repair a number of items that had not been reassembled or reassembled correctly.
Things don’t always go to plan but we found the arrogance and flagrant disregard for our belongings upsetting. We complained by email and [name removed by Sirelo] responded in an unsympathetic, defensive and arrogant tone. Later realising he was the manager (real name [name removed by Sirelo]) we had a number of emails back and forth, where he seemed to not accept or understand our full version of events but claimed to want to sort out the matter. I had a reasonable phone call with him and we agreed we would try to come to an agreement for compensation as there had been failings leading to unnecessary stress and damages. We sent descriptions and photos and he came back offering £150 claiming it was all cosmetic damage. This was an insult and did in no way reflect the amount of hassle, inconvenience and damage done (not even monetary, yet alone sentimental value).
We refused the offer and contacted the NGRS who advised I contact Removal Ombudsman and I have my Credit Card company investigating. NGRS also suggested small claims court. This is an ongoing complaint and yet to be resolved.
I’m sure BritMove has it’s successes but if you take the risk, beware if things go wrong, you’re in for a battle to get compensation.Read more
Moved from St Neots (United Kingdom) to Newmarket (United Kingdom)
