When making this booking, I discussed all details with a staff member, including the steep driveway, and was advised to book two small 4‑tonne trucks, which we’ve had use the driveway previously without issues. I was quoted $1,600–$1,800 and told the move would take roughly half a day with two trucks and four men.
On the day of the move:
The removalists arrived 35 minutes late.
Both trucks were unmarked, larger than requested, and unable to access the driveway. The removalists said they were unaware of the driveway as they were only sub-contractors.
We had to negotiate with a neighbour to use their driveway for one truck and contact the council for approval to park the second truck on the street. Permission was not granted, and we were warned we could be fined. The removalists parked on the street anyway. This process took over 25 minutes.
One truck became stuck in a roadside ditch, requiring 15 minutes to resolve.
No items were loaded until 10:30am.
Because the wrong trucks
were sent, loading took three times longer, as all items had to be carried down the steep driveway—at our cost due to hourly billing.
Damage and poor handling:
We witnessed our bedframe being slid along the bare metal truck base without blankets, causing scraping and dark marks.
The removalists forced our fridge through the front door, banged it against the frame, then photographed it claiming “pre‑existing damage.”
They took numerous breaks; before leaving the first property they sat in their van for a lunch break.
They left the first house 15 minutes before me but arrived at the new house one hour after me—1 hour and 15 minutes unaccounted for, which they attributed to another lunch break.
They left their coffee cups on my neighbour’s nature strip, which the neighbour picked up—littering.
At the second house, the trucks again couldn’t access the driveway, forcing all items to be carried the full length of it, tripling unloading time and cost.
Items were rushed inside with little care.
A piece of furniture damaged the front door, chipping and raising the wood.
Boxes were piled in the centre of the house regardless of labels, making it difficult to place furniture.
Garden items were placed inside, leaving dirt.
Boxes labelled “upstairs” were left downstairs and vice versa, leaving us to move them ourselves.
Our TV table was left upright on its side; our chest of drawers was left upside down.
Nine boxes were left upside down, including three clearly labelled “Fragile/Glassware.”
A fragile mirror was placed flat with three boxes stacked on top.
A sentimental beaded sculpture and pantry items that I had transported myself were crushed when a heavy box was placed on top.
A special canvas painting I had asked them to handle with care was placed on a box with two heavy boxes stacked on top, bending and damaging it.
Several plastic tubs were broken; we saw them drop and flip upside down one large container of garden items.
White furniture arrived with black handprints and marks, also left on the house walls and couch. The removalists did not wear gloves.
Packing tape was used across furniture drawers and the fridge, leaving sticky residue on everything that has been difficult to remove.
Although the fridge had been wrapped, it arrived dirty, sticky, and dented. That evening the freezer handle fell off; internal clips had snapped. I then noticed dried superglue smeared on the door, suggesting an attempted repair they did not disclose.
Payment and resolution:
They demanded $3,900—more than double the quoted price—including charging from 9am even though they started much later.
They stood over me while requesting payment, which felt intimidating.
The house was left in complete disarray with extensive damage, dirt, and misplaced items, leaving us with weeks of additional work.
I lodged a complaint, but two weeks later I still have no resolution.Read more
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