City-Removals and Storage

Dear Ms Donna Cullen,

Thank you for the review you have posted.
We would like to clarify a few very important points:

Regarding the payment, in our confirmation emails we specifically request that the name is put as a reference, however you have chosen to write the invoice number. When you wrote to my colleague that you have paid your invoice he checked the bank statement on the same day and your payment was there, however when the accounts departments were trying to apply the payment a few days later, the searching term would have been your name but because you have used the invoice number and not your name as a reference, your payment was not found and this is how the confusion was created. This is why an invoice asking for payment was sent to you. Once again, on your confirmation it clearly says that should you make a bank transfer you should put your name as a reference and not the invoice number. Before sending you the invoice we have searched for your payment by your name and nothing showed up because as a reference you stated the invoice number.
Also our crew asked for payment once at the end of the job. When you told them you have paid they understood immediately and did not insist with this matter so no stress was caused..I hope this clarifies the matter regarding the payment.

Regarding the more important matter with the appliances, we as a company have never tried to misled anybody nor is it in our policy to win jobs with false advertising.
In your quotation it clearly states FREE DISCONECTION AND RECONECTION OF APPLICANES WHERE APPLICABLE. The only times when we do not disconnect appliances is when they are gas based or they are wired in directly into the wall without a socket. This is for our safety and also your own. Only qualified electricians or gas safe plumbers can touch gas appliances and wired in electrical equipment. Actually it is an offence to do otherwise.
Regarding you saying that our offer only applies to unplugging electrical equipment you could not be further from the truth. We disconnect washing machines at all times so people do not need to call plumbers and also dishwashers. The majority of people do not have these appliances wired in as you say without a socket. Most of the washing machines and dishwasher are connected to a socket and to a range of pipes which we always unplug and disconnect.
Also we are happy that we identified your mistake with the date your goods should be delivered from storage as you have wrote to us that you wanted your goods delivered on the 4th of November(in fact you wanted them delivered on the 4th of October, but made a mistake with the date in your e-mail). Should we have not double checked this date with you we would not have delivered your goods on the 4th of October.
We do however recognize that more communication from our side would have helped and we will change all our quotations to better explain the service we offer.Although we clearly state that this service is available where applicable we willl be more explicit and write that this does not apply to wired in appliances.
We are also sorry that you wrote your review trying to make us look like we are misleading customers and we do false advertising as this is not the case and certainly not our intention.
We would like once again to thank you for using our services in and out of storage and to apologize for the inconvenience with the appliances.


Kind regards,



Alexander Constantine

Tel: 0800 078 7952
Tel: 0203 583 9034
 website www.city-removals.co.uk
 e-mail office@city-removals.co.uk. ..read more

In response to the above review we feel the need to respond as per below:The lady refers to our Terms and Conditions as being small print.This is completely untrue.We have advised her at every step of the booking process to check a few very important clauses one of them being that we (like every other removal company) need to be notified of any damages within 7 days from the removal date.We are members of the British Association of Removers and we follow very strict guidelines when dealing with damages.We have followed the procedures that are set in place by the governing body of the best removal companies in the industry yet as per the totally unfair review above this was not good enough.We have sent the customer a claim form yet she refuses to complete it and send it back to us instead asking us to reimburse her from our own pocket. Unfortunately it just does not work this way. We are fully insured, we have acknowledged her claim yet she is not happy.We do not understand what else we need to do.Sometimes things go wrong unfortunately and we have built a reputation of not hiding from responsibility.We are always proactive when dealing with claims and in most cases these are resolved favorably.The problem here is that the customer did not read our emails where we specifically asked her to check the particular clause where we inform all our customers that in the event of any damages we need to be notified in writing within 7 days.She did not read this yet she blames us.The insurance company we have is British Association of Removers recommended it is totally independent from us and they will asses every claim based on the rules that govern the contract between us and our customers.We cannot instruct our insurance company to accept or decline claims.They will receive the claim and they will investigate and decide based on the rules that govern the contract,The customer called almost 2 weeks after her removal was completed to tell us about these damages.We believe it is very important to understand that although the lady refers to our terms and conditions as small print this is totally untrue.Again we have notified her at every step of the way of a few very important clauses that she should read.She refers to our insurance as being a scam.This is completely and utterly not true.AS long as we are notified of any damages within 7 days our insurance works totally fine.Our quotes are based on templates made by The British Association of Removers.They are purposely designed to make sure everything is there so that it is very easy for all the customers to exactly understand the contract they are entering into.Also we have apologized to our customer and we totally understand her frustration but in the end we deeply believe we that it is totally unfair for her to write such a bad review that can be damaging to anyone's hard earned good reputation when in fact all the bad feelings regarding this come from the fact she was not aware of the 7 days rule(that all the companies have in place) which again was more than clearly presented to her.We are a 100 per-cent customer focused company and we pride yourself with the level of service we offer.We invite anyone who reads this to also read other reviews about us and also make up their own mind about the above review.Thank you to everyone that took the time to read our explanations.

UPDATE:The customer also implies that we dismantelled her bookcase and we did not put it back together scratching her walls in the process.This is partially true.We did dismantle the bookcase but when our crew arrived at her new address because of a lack of space the men did indeed not reassembled the bookcase.This was not done because the unit was to big to fit where our customer wanted.At no point did she tell our crew to assemble it in a different place.She did not even call our office on the same day or the next to report this and ask for further advice or resolve.She only told us 2 weeks later.We strongly believe that anyone with such a big issue on the moving day if unhappy with our crews resolve would call the office straight away.But no..she did not.Also if we indeed did scratch the wall than why wait 2 weeks to report?It just does not make sense.The so called damage was observed on the day of the move and yet it was only reported 2 weeks later.If this would have been reported to us on time this would have also been covered by our insurance.We are not patronizing you at all.Whenever there is an issue we have a duty of care to investigate.We cannot accept claims that come our way without first investigating what happened.Please rest assured that as explained before accidents do sometimes happen and in most cases where it is our fault we always did and always will take full responsibility without hesitation.AS it was with the bed and the sideboard where the customer accused us of damaging these items we had conclusive photographic evidence that these items were damaged before we moved them.The customer claimed that we damaged a bed and a sideboard. However our crew took photos of these items showing them in their original rooms before we moved them.The photos clearly showed that the items were damaged before we moved them.Yet the customer still implies that we damaged the items even after seeing the photos which clearly and without a doubt show these items as already damaged.This is why we always investigate (as it is normal) before agreeing with a claim.What is so wrong with us investigating claims and acting on our findings?Just because we do not accept claims for items that were already damaged or for damages that were reported to us 2 weeks later and that clearly were not done by our crew you are saying that we have poor customer service.Completely not true.UPDATE2.We are not treating you and anyone as criminals and we have never threatened anyone with court proceedings for posting negative reviews.We believe it is futile to further respond to allegations as unfortunately it is clear that we cannot find any common ground.We politely invite anyone to read this and make their own mind up with regards to the above. ..read more

Dear Sir,
Thank you for the review you have posted to which we feel the need to respond as per below.
From what we understand you are disappointed that our insurance company did not honor your claim for the 2 damaged items.
While we understand your frustration they did not honor the claim because this was made 10 days after the date we finished your removal and as per the Terms and Conditions we need to be notified within 7 days from the date of your move.
We have advised you every step of the booking process to check a few very important clauses one of them being that we (like every other removal company) need to be notified of any damages within 7 days from the removal date.
We are members of the British Association of Removers and we follow very strict guidelines when dealing with damages.
Sometimes things go wrong unfortunately and we have built a reputation of not hiding from responsibility. We are always proactive when dealing with claims and in most cases these are resolved favorably.
The problem here is that you did not read our emails where we specifically asked you to check the particular clause where we inform all our customers that in the event of any damages we need to be notified in writing within 7 days.
Our quotes are based on templates made by The British Association of Removers. They are purposely designed to make sure everything is there so that it is very easy for all the customers to exactly understand the contract they are entering into.
This clause was not some hidden small print text in our terms and conditions. This was presented highlighted in red in the quote that we have sent you.

Had you notified us within 7 days of any damages than I can assure you that the claim would have been sorted in your favor.

Again we are sorry that this was not resolved in your favor. ..read more

Dear Ms Rudolph,

We are extremely disappointed and stunned with the review you have posted and we would like to clarify a few points.
On the day of your removal our guys arrived on time at 08:00, however they did not start your removal until around10:00AM.This is because they could not find a suitable place to park. They did not complain about the parking like you said..they have only informed you that as there is no parking they would have to park however they can and risk a parking ticket, to which you were not happy with. When you have booked your removal you told us that parking might be tricky to which I said that I am sure our crew will find a solution with the only downsize being that we might incur a parking ticket. So because you were not happy with paying a parking ticket anymore you have delayed the whole job with around 2 hours..again we have accepted the situation but for you to say now that this is our fault is very disappointing. And in the end our crew parked like they have suggested in the morning and no parking ticket was issued either.
Regarding the number of boxes again what you are saying is not the truth. If you remember when we spoke on the phone I have asked you how many boxes you think you might have..10..20? to which you said more than that. I have than asked you..so is it more like 40? to which you have replied..definitely no more than 40.So that number was not invented by us.
Also I have never promised you a move of 4 hours. I only estimated that your removal should take a maximum of 6 hours..but for a number of factors that I will present below this took a lot longer:

-you have delayed our crew with around 2 hours by not allowing them to park
-the number of boxes that our crew found was more or less around the 80 mark. This meant that a 2nd trip was necessary , adding at least another 3 hours to the total.
-your belongings were not packed properly as you have only used small boxes, bags of different sizes etc..This takes a lot more to carry than if you were using normal removal cardboard boxes and they take more time to be stacked properly and safely in the vehicle.
Also on the day of your removal you were very stressed throughout the whole job. This is how you were. We have not done anything to cause you problems.|You were simply stressed for no reason that we could have controlled.

Also we have never said it is your fault that the van was to small. All we said was that because you have a lot more boxes than estimated our guys will have to do a second trip. To this we have applied a minimum charge of £70.00.Where is our mistake here? This again was not a situation which should have caused stress. We or our crew were not upset that we have to do a second trip. We have accepted the situation and we only wanted to finish the job.
We understand that an unplanned extra charge on the day might not be what you were expecting. In total with the 70 pounds added you have paid a total of £370.00 for which our crew was with you for 14 hours doing 2 trips.
You are also saying you had to be involved at every step..this simply is not the truth. Our crew did the whole job themselves. They even allowed you to travel in the van with them between the addresses..this is not something that we normally do because of insurance purposes..but we allowed this because of the situation you were in as we were sympathetic.
Reading through your review again we do not even understand what you are exactly complaining about or where is our mistake on the day. We had a 2 men crew that stayed with you for 14 hours without complaining. We finished your job even though we had to do a 2nd trip and we have only added a charge of £70.00 so that we can cover the costs involved in doing a 2nd run and not for our profits.
You mention that you ended up bed ridden for several days after the move..again..we do not understand where our fault lies in this.
Also you are saying that you started to knock on the doors of your neighbours in the poring rain..our crew wanted to do this..they have told you that they can try and find a place to park and speak with the neighbours..and yet as you were very stressed you decided to do this yourself.
Also throughout the whole day you have shouted several times at our crew..just because you were stressed ..to which they have kept their calm and kept on working.
Again all we can say is that we are very sorry that this situation has occurred and we will try to be even more polite and understanding in future situations like yours.
Thank you.

Kind regards,



Alexander Constantine

Tel: 0800 078 7952
Tel: 0203 583 9034
 website www.city-removals.co.uk
 e-mail office@city-removals.co.uk. ..read more

Dear all,

The above review is incredible misleading and not true.
We have indeed provided a quote for the above customer.
We have indeed been asked if we have availability for the move for different potential dates.
The client was provided with a quote in April and throughout May and June we communicated with him potential moving dates.
Now at no point he asked us to book his removal. He was never booked.
We have only discussed potential moving dates.
At the same time we discuss potential moving dates with many many clients. Not everyone who enquires about potential moving dates after we have provided a quote end up using our services.
We book each customer on a first come first served basis. We can also book customers on a provisional basis if we are asked to do this. But a quote is a quote. It is not a confirmation of booking. Again we send hundreds of quotes and not everyone we send a quote to will be using our services. We can never reserve a date when we send a quote. A date is reserved when a customer accepts our quote and specifically asks for a date to be reserved.
We understand your frustration at not being able to use our services but at the same time we believe is deeply wrong to try an tarnish our hard worked good reputation just because although you have never booked our services we were not able to do your removal when you finally informed us of your intention to do so.
Thank you to everyone who took the time to read our response. ..read more

Words are not enough to properly express our disappointment at seeing your review.
We are one of the oldest moving companies in London and we have provided 1000's of customers with an outstanding moving service throughout the years.As testament to our service and dedication stand hundreds of positive reviews on many different websites.We never and we mean NEVER had issues with missing items.If this would have been an issues in our company this would have been mentioned by other customers in the past.It is impossible to get away with things like this over the long term.We do not even have ONE review that accuses of wrongdoing to such an awful extent.
We are honest people doing an honest business.
We are also members of The British Association of Removers and also we are certified by Which Trusted Traders.
Unfortunately a review like yours can ruin someone's hard work reputation undeservedly.
Your reviews is also factual incorrect on a number of issues.
Firstly you say that we do not do a background check on the people that work for us.How do you know this?It is extremely easy to play with words without knowing the facts. Truth be told we have 17 people directly employed by us of which 17 have had a CRB check when they started working with us.Secondly all of the 17 people have been with us for at least 3 years and we never had reports of foul play with any of them.We take care of them and they provide us with honesty , integrity and a good service.
Secondly we moved you on Sunday the 3rd of September.You first called us on Wednesday the 6th to report this issue some 3 days after we did your removal.
You mentioned to us that your husband had his Gucci watch on his wrist the whole day.he only took it off when you arrived at your new address.You mentioned that you are not sure what he did with the watch but you think he left it on the kitchen table.So you have never been 100 per-cent sure what your husband did with the watch.
Why have you called us 3 days after the watch have gone missing and not sooner?Manny things can happen in 3 days.
Instead you chose the easiest route :BLAME IT ON THE MOVERS.
I can assure you that our crew did not take your husband watch.
We move things much much more valuable than a GUCCI watch on a daily basis and I repeat we never ever ever had a problem with customers not finding things after we moved them.
Nowadays unfortunately all to easily reviews can be posted by anyone who would like to tarnish someones hard worked reputation.
We hope that everyone who reads this will make up their own minds in this matter,.
But we would never ever risk our business by employing people who would steal a watch. ..read more