Move 24

Really poor - virtually no communication once the deposit had been paid - driver spoke no English so it was down to sign language finding out what time and when he would be at the destination. 6 months later I get an invoice for extras including an unspecified 200kg item, considering the driver had no lifting equipment or a tail gate it would have been impossible to lift it - ask for an explanation get nothing in reply - then another 4 months I find my credit card has been charged the amount without any further communication or explanation - I have tried to contact them but have had no luck even their own complaints form doesn't seem to work - I wonder why - AVOID LIKE THE PLAGUE.

Service cost: £1023

Move24 failed to provide a reliable mover and then threatened me until I paid a cancellation fee.

The mover called me a week before the agreed date and said he was ready to move me that day. When I explained that I was at work he became insistent that it was the best day for HIM to do the move!
I contacted Move24 but due to their oblivious lack of interest in providing me with a more professional mover I cancelled my move.
Nearly a year later I was called by Move24 and told that by clicking ‘agree’ to their Terms & Conditions I had agreed to pay a cancellation fee. I explained that it was only after I had booked the move that it became apparent that they did not vet their movers, and therefore it was Move24 that had broken their contract with me. I asked them to look into the matter more thoroughly but instead I was repeatedly called and threatened with a collection agency and a negative mark on my credit rating. When I explained that these phone calls were becoming stressful I was told ‘I’ll send you an email link to take you to secure payment and this will all go away’.

I paid as I didn't want to damage my credit rating (I've always paid my bills and never experienced this before) but I felt blackmailed into paying for a service that was never provided.

Service cost: £100

Very satisfied with the service (8 Cu m of furnishings and ceramics). I was able to give a six week lead time and everything scheduled smoothly, except the uplift was 90 mins earlier than expected (van had to wait). I did the packing into boxes prior to the move. Everything was handled carefully, including some larger items such as chest of drawers and a delicate nest of tables. It arrived punctually (Sunday afternoon). Driver and assistants were very helpful and obliging, price was competitive.

Service cost: £1050

I relocated house from Somerset to West Yorkshire in April this year, and after reviewing various quotes, chose Move24 based on their competitive price. A consultant named Samuel Lock was the correspondent with whom all initial details were sorted, and he conducted himself very professionally.
When I had occasion to make a follow up enquiry to Customer Services, this was dealt with in an acceptable and timely manner.
The chaps contracted to do the actual move were extremely proficient and capable of handling some heavy pieces of furniture around tricky corners of the house. I have to applaud them on a great job done well!
In summary, Move24 can be trusted to provide great service at best rates and with trusted partners to do the job to completion.

Service cost: £1200

We moved within Cambridge with Move 24, they were very good throughout the sales process, the reps were friendly and personable, they were very competitive on price and the process for booking was easy. When changes needed to be made they did so quickly. The day of the move the removal van and men were late so I got nervous, we also hadn't recieved packaging materials, just the boxes and tape. I tried to get through to the Move 24 call centre and could not, however the van and men turned up and were excellent, the payments came out as expected and actually ended up being a few pounds less than quoted. Apart from not being able to reach the customer service line and having to use our own kitchen roll and newspapers to allow the men to wrap plates and things, everything was really good. I would recommend them, but ensure you get everything sent before hand.

Service cost: £500

I used Move24 for my relocation to France, absolutely aweful experience, estimating the quantity of furniture didn't go to plan mainly because they do not come to the house to evaluate what furniture is being move, a quick estimate is taken over the phone, I had to pay an extra £1200 . They said they will pack the fragile item as this was standard within the move this did not happen mainly because communication with this company was absolutely poor. I had to constantly chase them to find out what was happening and to confirm the removal date. I was told I need to give sufficient notice to confirm the delivery of good in france. On the 8th March I gave 3 weeks notice and requested the delivery of goods and asked for delivery for 30th March. The company did not get back to me during this time at all, yet again, I had to chase them on the 27th March, after many desperate telephone calls and email I was told mt goods would be delivered on the 8 th April, my furniture finally arrived on the 15th April, which meant I spent 2 weeks sleeping on the floor and eating out due because of this company incompetence- I was told by the company I will get a refund because I only used the 6 weeks instead of 6 month storage, this refund did not materialise. I wrote a compliant to the company after my goods arrive requesting a refund for the storage a broken Hoover, the company did not respond. I will NEVER EVER use this company again nor would I recommend this company to anyone, he'll will freeze over before recommending Move24. Hunts International the actually removal company that transport the goods were very good at what they do, it's a pity Move24 wasn't as competent as Hunts International!.

Service cost: £4200

When I was looking at quotes for removals from the UK to Spain, Move24 came up with the most competitive quote, also their sales pitch was quite insistent so we booked them for our move.
This is what started going wrong..
- They did not deliver on the dates that we needed, it was quite hard to pin down/get information until the last minute.
- They automatically debited the balance amount BEFORE delivery, without prior notice. This had not been the agreement, the agreement was that the balance would be paid on delivery. I was shocked that they had kept my card details to do this. Is this even PCI compliant?
This is what next went wrong..
- A few days after the delivery, I received a notification saying this "On your move, more than the agreed amount of goods were transported amounting to an extra 7m3. Unfortunately, we must send you a bill of £655.00 for this additional service."
- I immediately called my bank so they could not automatically deduct this amount to give me time to query this.
- They said it was in the Ts & Cs that I had to pay any additional costs, but it also says in the Ts & Cs that they are meant to make me aware of this on the day of the removal. My complaint was that I had already agreed to pay £2599.00 for the removal (honestly, we did all the packing and it was only very basic items). So if there was any additional space needed I should have been given the choice to either pay the amount or not send some items to keep to the agreed space.
- Move24 never replied to this query. Eventually I managed to speak to someone who said they would investigate and get back to me. This was back in March.
- We hadn't gone to our house in Spain straight away, but when we did we found a lot of stuff missing and some items were also broken. We didn't report this because we knew that there was no way we could prove it at this stage.
Until things get really worse..
- Today, on 28 Jun I got an e-mail in Spanish from a lawyer company in Madrid giving me 7 days to pay nearly 1000 Euros. Don't quite know what they are threatening with because they are quoting some Spanish Law. (I made the contract in the UK I thought?)
- Tried to speak to someone at Move24 but can't get through. Sending an e-mail is useless because as I've already stated they don't reply..

Using this company has caused me so much stress, loss and in the end it looks like I'm going to end up paying way over the odds for my removal..

Service cost: £2599

As soon as the move list came through that didn't reflect what we stated we wanted moved over the phone we should have known.
Far from the cheapest quote, but guaranteed a fixed price - even when we questioned the list lacked the full description of what needed moving..Mr T Moon, the guy dealing with our move said not to worry, its a fixed price so they have to move it.
When the company came to move us at 7am they started to complain about Move24 saying they keep doing this and that they keep sending out jobs that don't describe the actual move. They couldn't fit everything on their small lorry..so had to get a van too..still couldn't get everything to fit. This despite the fact we had shifted a lot of big stuff ourselves, so it was actually far less stuff than we first discussed with Thomas Moon over the phone.
We had to wait until the evening before they showed up with our stuff after hours of no contact (the travel distance was a couple of hours tops). We were thinking they'd done a runner! They unloaded - dropping stuff as they went.
We had paid for a dismantling and reassembly service and they finally left around 11pm. The reassembly wasn't done properly so we had to finish our bed ourselves before we could use it - my wife was 6 months pregnant with twins at this point. We noticed stuff damaged as it came in and reported it on the paperwork as they left. They said we had 14 days to report anything not yet seen. They had damaged the bed, a sideboard, broken some jewellery, lost a key and left stuff behind. We had to arrange the remaining stuff to be collected at a time when we had no right to access. They tried to charge us extra for the having to collect the stuff they left to the tune of hundreds of pounds.
We started the report of the damaged good, sending photos and answering all the questions asked of us. Months passed..no answers..finally they say we didn't report it in time so we had no claim! They said you had 24hrs to report stuff. I pointed out that I pointed out the damage on the day of the move and that on the paperwork it says you have two weeks. More silence..
Then we get a letter from a debt collection agency for the cost of the move - we call the agency and they stop. We call Move24 and they say say sorry and that they'll sort it. finally get our "insurance" offer..its £50! For damage to items worth around £2.5k!

This is still ongoing 11 months on. Just been apologised to again and been told it will be sorted..I wont hold my breath!

Service cost: £700