Citymove Removals

4.2
based on 61 reviews

61 reviews about Citymove Removals

verified email - 14 Nov 2017

3.5 hours late and 3 x the quoted price

Booked a 1pm arrival on a Friday afternoon as we live on a clearway (which was advised). All of this was no problem with the booking agent. Until the day of arrival and I had to chase the chase where the removalists were, only to be told we were booked in a 'guide time' of 1pm - 5pm. This was not explained on booking. Once they eventually arrived at 4.30pm there was no parking anywhere nearby, we missed our booked move in slot at our new building (located one block away - which took them 35 minutes to drive to) and were charged an additional $250 'out of ours' fee by the building manager. They then took 4 hours to move 31 items of furniture from our 2 bedroom apartment (no boxes included in the move, we had already moved them). This number includes small items like bedside tables and 5 dining chairs. This came to a fantastic total of $800 when we were quoted $350. They also dragged our $3,000 mattress through a car park and shredded the cover and 2 sides of the mattress.

So a total move cost of $1,050 to move a few items across the street, and destroyed a $3,000 mattress.

Worst mistake I've ever made when moving house. I should have followed my instincts when I saw only positive reviews here - afterwards I found out they have been fined twice before for posting fake positive reviews. I felt sorry for the guys moving, who had obviously been booked on way too many jobs that day and didn't get to finish till 8.30pm on a Friday night. 0/100 - AVOID.

Also contacted the company twice before posting this review to give them a chance to compensate and explain - to no reply after waiting 2 weeks. But I can guarantee they will call you to book in within 1 minute of placing an online quote request.

Approximate cost: $800

Citymove Removals 15 Nov 2017

Hi Ashley,

We greatly apologise that your expectations during the move have not been met. May I please get your full name and email address so that we can check our system about your record and we would be able to assist you properly.

Please contact us at [email protected]

We hope to hear from you soon.

21 Sep 2016

Amazing job.
The guys in Perth were friendly, fast and very polite.

The leader explained every single item I wanted to know, also they wrapped all items I requested.
They didnt damage any of my items and they took care of my walls and floor as I have never seen.

Approximate cost: $750

26 Jul 2016

Friendly, polite and very professionals.
Very happy with the job of the lads in South Perth, WA.
They were enjoying the job and they did delivery all items in perfect conditions.
No dramas at all.

Approximate cost: $430

26 Jul 2016

I have used Citymove in Perth and I loved it.
The team was friendly, very professional and use blankets to protect all of the items.
Also, the team leader explained me about an extra fees to cover some fragile items such as Tv, Fridge and glasses if I wanted and I was more than happy for that.
Never seen such a good protection for my fragile furnitures.
I have been moving since 6 years ago and finally I found a company which can help me with my needs.

Thanks

Approximate cost: $499

verified email - 22 Jan 2016

I have no idea how there are positive reviews for this company. Our experience was horrendous. All our furniture was damaged (yes, every single piece has dents/scratches). The only things that survived the trip intact were the boxes we packed ourselves. The removalists had nowhere near enough blankets to protect our furniture (despite me providing a detailed list of what we needed moved) and their furniture trolley was broken. When we pointed out the damage, the removalists shrugged - that was it! I insisted on speaking to their manager, who had no interest in hearing about the damages and told me that the two men would not leave until they were paid in full. When I told him I simply wanted the account dealt with by head office (because as it turns out, the damage bill to our furniture is more than the cost of the move), he said they would stay in my house all night unless I gave them my credit card details (which they were also offering no receipt for). After two hours of this back and forward, I called the police - who removed the two men for trespassing. Head office have been just as bad to deal with since. The person I spoke to in customer service told me that unless the removalists were physically threatening me, they had every right to stay in my house all night. It seems that Qld police don't share this view. In addition, to claim damages for their movers negligence, you need to show proof of purchase for all furniture. Funnily enough we don't have a tax invoice for the table we've owned for 10 years (which was still a beautiful and undamaged piece of furniture until we hired citymove). From the reviews on here, citymove obviously has some good removalists, but why risk getting the movers we did
and having to deal with the shocking service provided by head office? They are meant to be an accredited company who provide "experienced professionals" and yet, one of our removalists openly admitted it was the second time he'd ever moved furniture. We're now having to apply to small claims court for damages and submit a complaint to Fair Trading Australia - the whole thing has been a nightmare and not something I would want anyone else to experience.

verified email - 23 Nov 2015

Dear CityMove Brisbane
You completed our move on Friday, 13th November 2015. We booked a 10 ton truck to arrive at 10.30 on Friday.
Your man said he would send an email verifying it. He didn't send any email apart from the dollar saying our credit card was ok. I specifically stated in my initial booking email that I did not want removalists in the afternoon because they would be tired... I even made a joke about it to underline my point.
We then discovered with your email a couple of days before our move that you were only going to send one 4 ton truck at anything up until 5 o’clock in the afternoon. With a bit of arguing with the manager we were then promised that we would have two 4 ton trucks at 10.30am.
I can't begin to comprehend the lies and distortions coming from each and every phone call my wife made to your company from 10.30 am on the day of our move, ie "had a cancellation so truck will be there before 12.00". The lies continued and one 4 ton truck eventually arrived at 13.43. I started my stop watch when they actually arrived. We told the driver that we had been promised two trucks and they were very late. The driver phoned your office and was told that another 4 ton truck was available and did we want to use it. What? Did we want to use it? …… Good grief…. “No.. it’s ok we’re quite happy with the service we have had so far; just send the other truck home; everything is under control here.” Is the Brisbane CityMove real?
It was then I said to the driver and my wife that “we are being conned aren’t we?”.
We should have cancelled the move then and there but at 2 o’clock on a Friday afternoon who you gonna call?
We quickly realised that the youngster was crook. An hour or so later they admitted that he had hurt himself on the previous move. The driver then helped. At around 1600 hours they took off for the 1.4 km drive to our other house so I waited for the new crew to arrive.
Two hours later it was in disbelief that instead of another crew I watched the same crew backing into the driveway. .. We later discovered that those poor buggers had been working since 7.00 in the morning.... Without a break! I wonder what the Health and Safety will have to say about that one?
Is it a head office dictum to use the hydraulic lift at all times even when the furniture could be lifted by a ten year old! Ie I watched the young chap putting a cane chair on the lift, stepping on the lift then I didn't see him again for five minutes.... My daughter said that she was told that he had hurt his back which was why he was so slow.
The men did then seem to take a considerable amount of care with our furniture in the next half hour. I did wonder why it took nearly 5 minutes for every piece of furniture taken inside the truck but (on looking inside the truck) was calmed by the fact that the three of them were engrossed in a discussion which was obviously to do with the logistics with the perfect position in the truck.
It was quite a hot day so I decided to move my chair outside where I could see the back of the truck. The truck filled up much more rapidly afterwards so I am tremendously pleased that they had managed to work out the positioning before I got paranoiac!
At 67 years old I thought I was immune to con men. Bubble wrap at three dollars a metre? Not needed... We have our own. Wow... I take my hat off to CityMove. Driver said that insurance says that “we can't take the display cabinet without bubble wrap as it’s an insurance thing”. Even although we had plenty of our own bubblewrap we were charged $120 for bubble wrap to wrap a glass display cabinet. We were charged another $60 for ordinary wrap to wrap a sideboard. WOULD YOU BELIEVE THEY ACTUALLY UNWRAPPED IT ALL AT THE DESTINATION AND TOOK IT AWAY WITH THEM? $180 to hire wrap for an hour or so. Surely this is theft?
We decided that as the workers were obviously knackered (and as it was 8.30 at night) we didn’t have the heart to tell them to take the sideboard into our bedroom upstairs so told them to just leave it in the garage. Half an hour before paying I felt sorry for the men so I went out to the bottle shop and at 8.30pm bought each worker a large bottle of quite expensive Mexican beer.
The driver presented the cost to my wife at nine o’clock at night. She told him he had to be joking. He said that head office told him he couldn’t leave until he was paid. My 68 year old wife gave him her credit card. It didn’t go through. The driver said again he wouldn’t leave until he was paid.
The standover tactics worked and reluctantly I gave him my credit card to pay the crooked bill. It was now 9.30 at night and although I knew we had been screwed I honestly thought they had completed the move.
The following day I had to hire a van to bring the rest of the stuff from the starting house. Admittedly it only took 1 and a half hours but it cost me another $80 on top of the $835 we were charged to move our furniture 1.4km.
Six months ago we used a company from Capalaba. They moved the same stuff from storage in Capalaba. Stopped on the way to pick up a heap of stuff from our house in Camp Hill then brought it to the rental in Carina Heights. They then went to Mt Gravatt and picked up a houseful of stuff from my daughter’s house to Carina Heights. They charged $900 in total which we actually thought was quite a lot. This is the eleventh move we have made since we got married in Scotland. The fifth move we have used a professional moving company. Your company CityMove turned our move into an absolute nightmare.
In the last eight days I have sent two emails to CityMove asking for enlightenment or at least an apology. You haven’t had the decency to reply of course. I have asked if you would at least give us back the bubblewrap you charged us then stole back. I know I know…. Good luck with that one!
My initial review sent on 14th November 2015 was luckily declined. It was probably a bit emotional which was pointed out by WOMO
CityMove head office replied six days later through the Operations Manager called VB who said they were prepared to refund $90 for the bubble wrap. Cool...how about the eight hundred dollars in hospital fees due to the stress you caused because you had decided to cancel our move of 1.4 km because you had a better move to New South Wales? .... your email back to me incidentally... would you like me to attach your reply about why you thought it acceptable to cancel our booking because you had a better monetary booking to go to New South Wales? Thought not....
Attached is the bill: OK you couldn't give a buggery but trust me.... that is a bill from a business which has worked out how to screw the common man....
Rats..... they're not going to give me the $90 refund now are they?
CITYMOVE BRISBANE... the removal company you can trust.... as long as they haven't found a better paying option to NSW. In that case..... good luck mate.... you'll need all the help you can get.... from anyone else but CItyMove Brisbane.
Good luck.

verified email - 24 Sep 2014

Although my actual move was not smooth and disasters happened one after the other. The move that should have taken about 3-4 hrs in actual took 9.5hrs (they were good enough to charge only for the time they actually worked not for the whole 9.5hrs). It is their after sale service which is the shining star. After so many disasters on the moving day their manager listened to me and handled the situation in a very courteous and professional way. Their "looking after the customer" attitude will take them a long way.... Best customer service I have seen in a long time.

Anonymous
verified email - 06 Nov 2013

Overall our move was a great experience!
The guys arrived 15 minutes late, which was fine as they sent me an SMS message to let me know.
Once they arrived they got straight into it, and moved our one bedroom apartment from Darlinghurst to Crows Nest in approximately 3 hours, keeping the cost down.
None of our items were damaged or broken, which I was ecstatic about! So I'd rate the service and value as 4/5.
The only reason I scored them a 3/5 for quality was because there seemed to be some tension between the two removalists. I.e. One thought the other wasn't very good, and it showed in the way he spoke to him. A comment was also made to my partner from one removalist regarding the other, that he "just doesn't understand anything you tell him". Which I felt was unnecessary.
I also discovered that there were a few things the removalists were supposed to discuss with us prior to moving anything out of the apartment, which they did not do until the very end at payment stage.
But, it all worked out in the end! And for this reason I would recommend the service to family and friends.

Approximate cost: $100

verified email - 31 Oct 2013

This is the second time I've used their services and just like before, they've provided another perfect service. Exceptional customer service, more-than-reasonable rates, and a moving service that comes with a peace of mind.

My only criticism was that they didn't provide me with a courtesy call beforehand. The first time I used their service, they did.

But nevertheless, I look forward to utilizing their services once again when the time comes.

Approximate cost: $108

Anonymous
verified email - 29 Oct 2013

I used Citymove last week to move about 10 minutes down the road. The guys were a bit slow packing everything, but as they were being very careful I didn't mind so much. I was however extremely annoyed when we got to the new place, which has only just been built, and they dragged mud all through the house and all over the brand new carpet. Not once did they ask if they should remove their shoes, or put something down on the carpet for them to walk on (they had plenty of packing materials they could have used), and didn't apologise at the end of even mention it at all. The brand new carpets now require professional cleaning to restore them to their original state as I have been unable to get the mud out of the thick pile. I contacted Citymove regarding this and their response was that they don't cover damage to carpet and so they offered me a Dominos Pizza voucher. Absolutely terrible service from both the movers and customer service team. Will never use again and certainly don't recommend them.

Hi Anonymous Member, thanks for sharing your less than optimal experience with the WOMO community. We cannot believe that management offered you a mere pizza voucher, which, as you would realize, would hardly compensate you for the respective cleaning. The business in question should be ashamed! Thanks for the heads-up! We have added this business to our â??must avoidâ?? listing. Regards, Reeces

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