Move24 Reviews 16

I booked Move24 for my wife's relocation between France and Switzerland (July 2017) - and the initial discussions/communications were all rather positive and organised overall, we agreed on times/dates and also the overall volume.

On the actual moving day we had misplaced the customs forms unfortunately so that was an issue from our side for which we apologised and my wife asked for 20 minutes to head down to her workplace and print the documents again. However Move24 said this wasn't a problem and that they would continue as planned and we should not face any issues at the border.

Upon arrival in Switzerland there was a parking space directly outside the building, within 10m walk that was available and I informed the driver it was ok to park there. He decided to move the van a little further down the road - which I didn't particularly understand and couldn't discuss due to language difference but I thought nothing of it. Everything was then unloaded accordingly and placed in the apartment without problems, I even helped carry the items and made the delivery drivers a drink. I signed documents confirming the receipt of all items, agreeing that there were no missing items, additional comments and or issues relating to the delivery. Note, there was a section on the document which was clearly to state additional information that both parties agree to, it was blank when we both signed it.

This is where the problems then occurred, around 10 days later I received a further charge without warning on my credit card for an additional 30% of the total value of the original contract, for which I received an invoice the following day. The invoice stated that the physical location where the vehicle was parked for unpacking was 40 meters further away from the property than we originally agreed and that the apartment was actually not located on the second floor which was stated in the pre-move documents.

Thinking this was just a mistake and a little frustrated I contacted Move24 to enquire why this had occurred and also why I was not informed of any additional charges prior to them being made on my card. In doing so I supplied a copy of my apartment contract clearly stating that the apartment is located on the second floor, and also photographic evidence of the available parking space, and where the driver eventually parked. For reference my building has an external stair case to the entry, which is actually also the first floor, therefore one additional flight of stairs takes you to the second floor.

I have since exchanged numerous emails with Move24, and had a number of calls with people who "are not responsible" for dealing with this whilst they remain completely stone-faced in their insistence that we mis-informed them for our agreement, and despite submitting a reclamation document and an ultimatum (13 days have passed) I am yet to hear anything from them. As I write this I am currently 15 minutes into being on hold on the phone to them despite being told that one of their team was free and I was being transferred to that available staff member.

It has since come to light that the delivery driver took both copies of the documents that I personally signed, which clearly had no additional charges or comments on and subsequently added comments to these before returning to their office, hence the charges. I was instead left with a useless document with only the delivery drivers signature on, which I am pretty sure constitutes fraud, even by French laws.

All in all, the initial promise shown was replaced by a disappointing customer service, and even more frustrating unwarranted charges for which I am now being ignored in my attempts to retrieve these funds. I would caution anyone over the use of Move24 in future.

My son used this company, paid a deposit and day before move partner company phoned to say move could not take place as lorry had broken down. Move had to take place that day as apartment had to be vacated, flights had to be caught. Five phone calls, each involving a wait of at least 20 minutes were never answered, neither was an email. Yet more money was taken from the bank account, a matter that the bank is now pursuing.
This company doesn't know what customer service is and I would never recommend its services.

Scandalous company. Tried to increase the original quoted charge substantially after removal completed despite virtually all items included in the list provided.
They are not a removal company but just an agent and based outside the UK.
They quote removals without visiting the premises making the quote practically worthless.They claim to be significantly cheaper than competitors but the reality in this case is that they were much more expensive.
The quality of the removal work by their chosen agent was inferior, damage to both the departing building as well as items removed. Unable to reassemble beds. Used too small a van despite an accurate list of contents.
Move24 is a company to be AVOIDED at all costs.
Have offered them resolution in the UK small claims court but they have now appointed a Dutch debt collector. I regard this as intimidation. Very confident our position will be upheld in a UK Court.
September 2017 : It's now over a year since the move. Move24 refuse to respond to any of our arguments / complaints, do not respond to our offer of a small claims court resolution and continue with debt collector harassment. Move24 just further emphasis the reasons why using them is a mistake and should be AVOIDED.

Terrible experience.

They lost 3 items and delivered the goods one week after the planned date, without letting me know. I had to suffer lots of additional costs.

Please do not use them.

Lorena

The reality is:
Have moved from UK to Portugal in April 2017 where the quote was provided and agreed from both parties. Move24UK said that they would only charge 40% of the full price few weeks before the move to reserve the service and collection slot.
They have not only charged the agreed 33% but all the remaining 67% at once even though their Ts&Cs inform that 67% will be collected on the day of the collection.

Not that the above was simply enough, the removal truck came 1 day earlier where an email has been sent in less than 24 hours before informing of the collection. No calls received from the company to communicate anything in advance.
On the collection day (12/04/2017), everything was collected by one of their partners with a lorrie. Everything was assessed and inventory created. No information has been given about load excess or additional charges, in case that existed. This has been asked to the contractors on the collection day.
Tried for 10 days in a row to contact the Customer Car team with no success where they were not available or they would not pick-up the call even been on IVR for over 40 minutes. Funny that sales team pick-up the calls in less than 20 seconds. Sent email twice and no feedback or response provided whatsoever.

Collection made and I was comfortable with the situation. About 10 days later goods have been delivered on another truck with different people, with no problem. Inventory checked and everything was properly delivered and inspected. Again, asked about if everything was OK and the answer was yes. No issues.

Two months later an email was sent to me saying that I have exceeded my load for the removal agreed from UK to PT and a charge of around £1500 needed to be done regarding the additional load. I did not acknowledge this as nothing was informed to me on collection, on delivery and NO COMMUNICATION what so ever has been done for over two months. As that wasn't enough, the company managed to create a change in a "Subscription" format for many months using the amount of £200 per month pay the theoretical monies owed WITHOUT ANY AUTHORIZATION or even contacted me over phone or email to discuss on how this could potentially be agreed, even though it was a non-genuine charge.
This shows that the company retained my banking data, used without consent or permission and it characterizes in theft and fraudulent financial corporate behaviour.

I am going to FCA, Citizen Advice Bureau, Small Claims Court and even the press including social media.

Had to score Move 24 with one star as there is no option for a zero score.

Contacted Move 24 for our move from the Uk to Spain, seemed very professional. Went through all details on the phone with Patrick and decided on an open pick up ( where our items would be collected anytime between 13/02/17 - 17/02/17). I explained to Patrick that we were in Spain and had the key for our shipping container with us and they would have to give us plenty of notice so that we could fly back. I was told by Patrick that we didnt need to be there as long as we could get the key to someone to open the container.

I was told that by the size of the shipping container I would need 17 cubic metres, both my husband & myself were worried that this might not be enough. We asked Patrick to quote us for a larger amount of space as we didnt want to be hit with any additional charges afterwards.
We also took out additional insurance with them as we didnt feel the £8k cover was enough.
By Friday 10/02/17 we became very concerned that we had not heard from Move 24 regarding a date as to when our items were being collected. My husband called Move 24 and explained we were in Spain with the key for the Shipping container and they were due to collect our items in the Uk the following week. We waited all day for someone to come back to us but nothing, my husband called again and was told our items would be delivered to Spain 23 or 24 February (we asked when it was being collected not delivered) !!!!!!!!!
We eventually found out late on the Friday evening that our items were being collected on the Monday morning. Sheer panick, flights to be booked, employer to be told my husband wouldn't be at work on Monday, hotel to book & car hire. To say we weren't impressed is an understatement.
Monday morning came & a huge 40ft lorry turned up with St Georges European Removals on it, we were confused as we believed Move 24 were carrying out our removal. On talking to the driver it was a shared lorry with two other drop offs before ours something we were not aware of.
My husband stayed with them for as long as he could, then had to leave to check out of the hotel, drop off the hire car and get to the airport for his 7.30pm flight home. On leaving my husband asked St Georges removals to get the manager of the storage site to sign their paperwork as he lived on site, this was never done. We checked with the manager at the storage site the following morning to make sure they had taken everything, as we did not want to be charged for anymore storage.

To our shock we received a phone call from the driver on 18/02/17 at 8am in the morning saying he was in Spain to deliver our goods. We were told by Move 24 that our goods were not being delivered to us until 23 or 24 February.
The driver was on his own and had to call for someone to come and help him as he would not be able to get the lorry to our villa, this is something we had already told Move 24 & had paid for a satelite vehicle. We waited around all day and eventually at about 4.00 pm the other driver turned up.
They then had to unload the large lorry which was parked a mile away onto the smaller vehicle. After about 4 trips back & forth, now being about 7.30pm & getting dark, they had finished.
We were then handed the manifest of our items to be signed for, I was checking the paperwork & a bit dubious of signing as we hadnt even seen them unload everything. I was assured by the driver they had checked everything off & it was more than his job was worth not to do it correctly. I would also be emailed a copy of the manifest where I could check everything. Neither the driver and loader had signed any of our manifest paperwork. WHY ?. My Husband signed the manifest as they were in a rush to get to another job in Murcia and we felt under pressure by holding them up any longer.
The following day we rang the driver, as while unpacking we realised things were missing. He assured me there was nothing left on the lorry, so we started to unpack more boxes just in case. Over the next couple of days we became aware that a lot of stuff was missing and called the driver again, no answer my husband then sent a text message to the driver explaining we had a lot of missing items & we wanted the manifest, no response.
We finally put a complaint through to Move 24 for our missing items and a claim form. 3 months later still nothing they dont answer your emails, your lucky if you can get through to anybody on the phone. I've also contacted St George's Removals who have said I have to go through Move 24 even though they have lost my items. Ive been updated this week after kicking off at Move 24 that St George's cant find my items, so there is nothing else Move 24 can do. This is after threatening them with legal action, warning them I would put it all over social media, they dont give a stuff all they want is your money. I wouldnt touch either of these companies, I would hate anybody else to experience what we have.

1 star is far too much credit for this 'company' I cannot even rate their customer service as that is a term to be used very loosely with them. They are dishonest. Please don't use them unless you want nothing but stress.

Taking money without authorisation... disgusting, disgraceful money grabbers. Now they have taken more money that has not been agreed.

Still trying to charge us £450 extra volume fee despite having agreed with customer services it was only £70. Terrible communications throughout the process, damaged (well wrapped) furniture and pickup/delivery dates moved. Avoid.

A company to AVOID!!!
My removal has been a completely distaster since the moment they came to collect all my belogings. Only a driver came to collect all furniture and therefore, I had to load entire lorry myself.
After I called their customer service to make sure at arrival, there will be enough people to unload it. Obviously, nobody else came at that time and I have to gather friends and family to help us.
I will NOT recommend to anybody to use this company. It is a completely lack of organisation and they do not care about their customers. If you are reading this, please think about all bad experiences that people are commenting before you contract any service with this company. Next time it could be you !!!

cant believe how smooth the move was, drivers were friendly competent and a pleasure to work with

From the first moment I was contacted by Luke for a quote, to saying the final 'goodbyes' to the removal men who delivered my furniture, I have nothing but praise for Move24. Luke called me shortly after I made an online enquiry to move our furniture from UK to Italy. I was unsure of the date, but was able to provide him with the cubic meterage of the goods. Within an hour or so, Luke was back with a final, definite quote which was almost half of some of the other quotes I got. There seemed to be no difference between what Move24 were going to do and the other companies. It seemed a no-brainer, so Move24 is was. From then on, my contact was Adam who provided me with updates or answered my queries. The financial transactions went through smoothly, I was kept informed of progress via regular emails and I knew that Adam was there to answer any queries. A date was agreed for the delivery of the furniture and, sure enough, it arrived more-or-less on time. We had a lot of furniture and goods - nearly 37 cubic metres - but only one glass was broken through the whole process. Well done, guys, and thank you very much for a hassle-free move. Very impressed.

I put my information into BuzzMove to ask for quotes to move house.

Monday 27th February 2017: Initial contact with Move24 (Alistair) was cordial and friendly which is why I agreed to give my bank details and provisionally book them.

I was not made aware that I would have to pay a 1/3rd non refundable deposit.
I was not made aware that the contract was binding from this point onwards.
I was given no period of cooling off.

They said they would send boxes the following day. No boxes arrived.

I waited until Friday.

Friday 3rd March: Trying to get through to them took 70 minutes of waiting in telephone queues. I finally spoke to someone who told me they were extremely busy.

I suggested the move date was going to be 23rd March- but as no contracts had yet been signed I did not have the authority to say this definitively. I was simply trying to ascertain that this moving date would be acceptable to them

I asked for a quote for help with packing. Was told that this man was alone in the office and could not help me that day because he was too busy.

Nobody called on Saturday. No boxes arrived.

Over the weekend I decided that I did not want to deal with a company who cannot keep their word on something as simple as delivering boxes and whose customer service was so appalling that they cannot answer their phones or deal with simple enquiries and to be told on more than one occasion that they are too busy.

Monday 6th March: When I tired to get through on Monday morning I could not. I tried very hard to speak to people about my frustrations.

I sent emails expressing my rising anger towards Move24.

I was told they were too busy to pick up the phones and that I should to try to contact them using alternative methods. They said they would send boxes. I tried to cancel my order.

Tried to cancel and was told I would be liable to pay a fee of £161.

Several angry phone calls with Peter and Adam in Customer Care. At no point were they conciliatory or ever offered any kind of apology or remuneration.

I cancelled my bank card so they could not put the payment through.

Tuesday 7th March: boxes arrived. My neighbour took delivery of them, so I had no knowledge they were here until after they were delivered. Had I been here I would not have accepted the delivery.

I wrote to Move24 to say they should pick up the boxes and was informed that they now belonged to me. THE CHARGE NOW LEVIED AGAINST ME IS £231.

I have no intention of paying for them so as far as I’m concerned they do not belong to me and I do not want them. However, I am not a thief and would be willing to give £50 in compensation for the boxes as I was specifically told by Alistair that the boxes are charged at £1.79 each.

At all times the customer service team has been rude, abrasive, defensive and confrontational. I have tried to escalate the problem to a higher management level to get it resolved. So far nobody has contacted me.

I am prepared to pay £50 in compensation for the boxes.

Website was user friendly and movers arrived on time and were very professional. Handled my stuff with utmost care.