H Smith and Son Removals Limited

The customer postponed his removal booking with us several times and each time we did all we could to assist this client. We all then agreed on a new move date on a Monday and a Tuesday as we needed 2 x days because the job was 2800 cubic feet with a full packing service. Yet again, at the last moment the customer asked if we could postpone the removal and carry it out during Tuesday and Wednesday as her carpet fitter and builders had let her down. Yet again we changed all of our schedules and work load to assist this client. We then agreed that we would use 1 x truck and load and deliver the larger effects directly to the new house as we would have full unrestricted access ! Meanwhile our packing team would carry out the full packing service. On the first move day (Tuesday) myself and my crew loaded our vehicle with larger items of furniture and got ready to travel to the new house. I was only then instructed by the customer that we could not get access to the new property as there were no carpets fitted and the house was full of builders. I tried to explain to the client that we needed to unload the vehicle as previously agreed due to the size of the job and the large amount of works that needed to be completed. The customer was very aggressive towards me and said that I was not helping with the situation. I am sorry, but it is not the fault of Relocate London if she has been let down by her carpet fitters and builders. When we arrived at the new house it was a total building site. No carpets were fitted anywhere in the house. There was building materials everywhere in the house. There was bare electrical wires sticking out of the walls. We had to wait for the first carpet to be fitted in the lounge and our own crew removed all of the building materials etc. to allow access to the property. Due to a massive Health and Safety issue, I made the decision that we would not be able to deliver any more effects to the house that day due to the reasons stated above. We then left the new house and went back to the old house to fully load our vehicle which we now had to leave loaded overnight at no extra charge to the client. We then carried on the second day and managed to get all of the effects delivered. During the 2 x days that myself and my crew were on site, the customer did not even offer us a drink or a cup of tea etc, whilst eating rolls and drinking tea in front of us. The customer was very stressed out due to the fact that all of her builders and carpet fitters had let her down big time. I was not grumpy, I was just trying to explain that we needed to move and unload the effects as agreed to complete the works. Ian Smith - Partner - Relocate London (UK) Limited