Move24 Reviews 505

My experience of Move24 has been utterly hideous. They failed at every single step of my move.

Move24 can only ever be as strong as the partners they select and the removal 'company' they assigned to my move was a shambles. The whole business model requires Move24 to liaise with whatever removal firm they decide to utilise, thus relieving the customer of this part of the move. If they select cowboys as partners, customer experience is always going to be in the gutter. Burt in this case Move24 have had multiple opportunities to rectify the awful experience.

Initial conversations with Move24 were positive, the reservation specialist was enthusiastic and offered me a great rate. She got my address wrong a few times so there was perhaps a little too much back and forth over email, but I was actually excited at how smooth the process sounded. Everything collapsed from this point.

Alarm bells started ringing when I was contacted by an increasingly rude driver at 9.30pm, the night prior to my move. This chap represented the removal firm, employed by Move24 to look after my move. In no particular order: a) They had no idea what my current address was nor the destination address. b) They told me I should reschedule my move as it 'was a busy day for them'...a bit late to reschedule an entire move the day BEFORE the move itself! c) Informed me that at best they would be a few hours late. d) Swore at me for refusing to alter my plans.

Of course I emailed the above to Move24, expressing deep concern as to whether the move would even take place at all. This was the one, solitary time that I received any level of customer service. The COO called me from his mobile and told me he would personally take care of proceedings for the rest of the process. At almost 10pm at night. GREAT! A weight lifted. 5 min later I received another call from the designated removal company, requesting the address, AGAIN. Despite the COO ensuring that I would have no further direct contact with the removal firm.

(Not even sure if its worth mentioning that I had arranged this as a surprise for my pregnant wife so that she could simply arrive at our new property, open the door and enjoy the start of our new adventure...4 phone calls to Move24 and being shouted at by the removal company shattered any hope of a pleasant surprise!).

Of course, they turned up 3hr late the next morning, with no explanation or apology. They also only sent 1 man whom was clearly not fit for purpose. I had paid for 2 men so that I would have the luxury of being able direct rather than carry...my primary reason for hiring a removal firm in the first place! In actual fact, the one man that turned up wasn't strong enough and I bore the brunt of the entire move. He also damaged walls, furniture and flooring in the property with a complete and utter lack of diligence or care.

We got the van stacked and despite vocalised misgivings about how some of the furniture was not secure the driver set off to the next address, and sat there waiting for me to offload a van full of damaged furniture. The majority I was fine with, it was 'transient' and we were going be buying new wardrobes and cabinets anyway, so I was fairly relaxed about it, despite the fact it was easily avoidable. However our brand new bed frame had deep, irreparable scratches all the way down one length. By this point I just wanted the guy to leave. As soon as he had done so I quickly realised that pretty much everything that had been in his van had been damaged in one way or another. It was a disgrace.

Of course I fed all this back to Move24 and the COO appeared genuinely aghast at the experience. Eventually admitting a week later that they had severed ties with this particular removal firm due to a number of complaints. He offered to cancel any fees for the move and told me to expect a call from a member of the team for reimbursement for damages. A call that never came. I wrote the whole experience off as bad luck and didn't bother to chase the reimbursement, I wanted nothing more to do with the situation.

18months later, countless phone calls and email trails later and Move24 are still trying to chase me for payment. Every time I speak with a member of the team, they tell me they will 'get to the bottom of the issue and then call me back'. Nobody has ever called me back. Not a single person in this company cares enough about its reputation to even bother trying to resolve this case. Its disgusting, on every single level. I have tried all day today, for example, to speak with someone but the phones just ring out after having me on hold for 15min at a time. The amount of time and energy I have wasted on a company that are supposed to alleviate both commodities is soul destroying.

This is the first complaint I have ever had to make, online or otherwise, about any customer service experience but I'm so utterly fed up with this company that I feel compelled to do so...there is nowhere else to vent my frustrations!...

In short, do not use them. Use ANYONE other than them.

Please do not use this company. We stupidly paid for a full packing-dismantling and rebuild service to move from Germany to the UK. They sent half the number of people they said they would and a van much smaller than the volume size they estimated, and they were a day late coming to pack. Despite promises they were sending more people they never came, my wife and I spent 12 hours packing ourselves on the day and helping to load the vans ( a second one came eventually but the driver would not help) just to get moved on the day we should. Even then some things still got left. On that day I could get through to move24 on the phone, now its like they recognise my number and won't take calls and they never respond to emails. I am still chasing to get any type of compensation. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY!!

Move24 do not respond to any form of communication when it comes to trying to contact customer service. Phone calls, social media, emails, you name it, we tried it and failed. When writing this, our attempts to contact them go unanswered after a week!

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 till 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....

Don't trust Move24 at all. They cancelled our contract for our international move only 4 weeks before the due date. They just couldn't do it anymore and didn't even call us to say so but just sent a random email. Outrageous!

Terrible Experience!

Don't touch this company. They lost 3 boxes and delivered the goods one week after the planned date.

I believe it is a fake company using third party vendors. All the positive reviews that I read are posted by the company itself. I have a friend in the company who told me that.

I am amazed by the low level of service of this company.

They have unfairly charged me 70% than the initially agreed and communicated amount. Every time I try to contact them to discuss this issue they do not respond in emails. They even sent the amount to a dent collection agency. I have never had such an outrageous and poor experience before.

I would advise anyone to stay away!

We have done 11 international moves in the past 20 years. But this one was a unique experience. We would have a been better off if if we just hired a man with a van and spared ourselves all the trouble. We booked a move including the transport of a scooter, professional packing of artworks and fragile crockery. We also agreed a specific date of delivery. What we got is 2 men with a van covered just with sheeting, no platform to lift the scooter, no packing material and no knowledge how to pack. The delivery date also was changed. After hours of phone-calls we had to find out where they could buy some packaging material and wait 2 hours for them to get it. In the end we packed everything ourselves. We will be asking for refund. We would highly recommend to stay clear of this company.

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.

Really bad customer service, they never answer email if you write to complain. Impossible to contact them by phone.
They are not reliable. They moved my moving date last moment leaving me no choice. They come late, they were professional, nothing to protect items, very dirty and small truck.

I found move24 really good, in some days we organise the transfer of my forniture.
The guys that came were really nice, helpful and friendly.
In only one day they take all my stuff and do the travel to my new apartment in spite of the big distance.
I'm really happy about the service!

Great Customer service, very helpful on the phone to add more items to our move. Removal guys where on time and great help.

The worst experience ever, broke most of my furniture, there is no reply to the insurance claim. Read all the reviews first and skip the 5 star reviews, those are written by them. This is a pumped up tech company who's only goal is to make money over your back.

Very difficult to contact for assistance, delegated everything to a partner, without taking responsibility of the relocation.
We had some problem with the date and time of delivery and other, and we could not rely on them.
There was probably a misunderstanding between Move24 and the partner company, and they didn't take any interest in fixing it, but we had to agree someway with the partner.
Not a pleasant experience.

They were great! Both personell and support . Thank you !!

Best ever!
They did some moving for my mom.
She was very happy with everything.
So am I.
Highly recomends.
Janne

Simple hiring service, flexible, good price, the day of the move was fast, friendly guys!

The service was really good. It took only one week for the goods to be delivered in Portugal, in the exact same conditions as they were packed in Glasgow.

After initially positive impression, feel completely let down by the company. We have arranged an international moving which is stressful and expensive enough to organise. For this reason, we had to be sure that the move-in date has to be 23 or 24 May. Otherwise we would not have booked with Move24 in the first place. Now I have been informed that the company will deliver on 26 or 28 May. We had stressed during the booking process that after 26 May nobody will be here to receive the stuff.

Complete let down. Don´t ever book with this company.