For nearly $200 an hour you would expect a premium and stress-free service and was definitely far from the case. Not to mention the lack of communication or follow-up to address customer issues raised.
I had booked in with JB removals to do a move in early October 2023 and all interaction seemed fine enough at the beginning. I had booked for Friday afternoon and the contact person at JB had said to shift my move to earlier in the afternoon at 4pm so I had agreed. To accommodate for that time, I took a half day off work.
On the day I received zero communication from the company even just to say they were on their way. I waited till 4.40pm until I had to reach out myself via the general contact number. The admin person I spoke to had no idea where the guys doing the job where. After I followed up, I got sent a message saying they were coming at 5.30 due to delays. Understood that unexpected things happen but no communication was appalling. The half day off work ended up a waste and it just meant it would take longer battling peak time traffic.
When I secured the booking, I had also sent the admin/manager person instructions with a map on where to park to make accessing the pick up location quicker and easier. I asked the removalists if they had received this and they said no. Clearly this important information had not been forwarded on and so I had to dig through all my messages to send it again directly to the removalists.
The removalists eventually came at 5.30 and completed the move. I actually give the review two stars just for the job the actual removalists done who were diligent and hard workers. I could not fault them on the actual move.
When I had made the initial enquiry and subsequent booking, I had asked about the 10% discount shown on the website for new clients. When it came to make payment and the discount wasn’t showing, I asked again. Contacting the management again, they now advised me it was only for storage clients. I told them I had asked about this during my calls to organise the move and I hadn’t been told this before. There are no terms and conditions on the website saying it only applied to storage clients and the advertised discount also appears on the web pages specifically related to just moving (e.g moving calculator) so how is a regular customer to know? I spoke to another manager and he said he would listen back to the calls and look into this. One or two weeks go by and I hear nothing. I followed up and asked if they’d be listened to but they hadn’t. I asked again and was assured they would relisten to them. Then of course I never hear anything again.
The absolute lack of communication and not addressing raised issues is extremely disappointing. They just ignore you waiting until you are a customer that just goes away. Please save your time, money and frustration and you could go with literally anybody else.

Approximate cost: $900