United Movers Reply:
As a professional interstate removals company we welcome feedback good or bad to ensure we do our best to offer the service that is expected of us. This will help improve our service where needed and will help to improve our customer experience. We have taken on board your criticisms and will work to improve our services accordingly.
Customers also need to take responsibility for their part in the process to ensure a seamless service can be provided.
We hope this article will also help other potential customers be better prepared for their pending relocation.

The arrival was a couple of hours late due to complications with other clients pickups in Melbourne and the customer was called every hour until the truck arrived.

The amount of cartons that was advised by the customer was 10 x T-Chest, 3 x Book Cartons and 3 x Porta-Robes. When the truck arrived with the requested amount of cartons (and a few extra) the customer asked if the removalists could pack nearly 3 times the amount that was requested. In the end there was 25 x T-Chest, 25 x Book Cartons.

Unfortunately there was not enough cartons brought. The selected amount of cartons were packed and the truck had to return the next day with the additional cartons to be pack. The cartons were packed and then the remaining items were loaded on the truck.

A detailed customer advised inventory list is sent to the contractor and the appropriate amount of space is allocated in the truck. When a customer underestimates the amount of items or has a pre-pack go over this all takes up more space in the truck and is charged at the appropriate pro-rata rate.

When the truck arrived the contractor went over the itemized list with the customer. The customer then advised there were additional items in the shed to be taken that were extra to the original inventory list. Hence there was additional space taken up that was not originally quoted on.

The inventory list had advised there were 30 x small pots and 20 x large. Some of the large pot plant were the size of a water feature (Not standard size). The customer insisted that all the pots were individually wrapped rather than the usual way of putting smaller pots inside larger pots to reduce the amount of space taken up in the truck.

All the above has increased the amount of space in the truck and ultimately increased the amount charged to the customer at the pro-rata amount.

All charges are to be paid prior to the delivery of goods as agreed to in the terms and conditions.
All items were carefully wrapped and padded when loaded and strapped into the truck.

No e-mail of complaint was ever received into the office regarding any of the customers concerns regarding lost or damage items.

As per the terms and conditions regarding insurance it clearly explains:
Insurance:
It is mandatory for all United Movers members to maintain current insurance policies for Standard Transit Insurance; for fire, flood, collision, and overturning of the vehicle.
Please note, standard transit insurance does not cover accidental damages, loss or non-delivery of items that may occur.
We strongly suggest the Customer obtain full comprehensive insurance to protect your personal belongings.
Please take the time to consult with your current insurance provider or alternatively visit www.interstateremovalsinsurance.com.au for comprehensive insurance for your goods whilst being packed, moved and stored within Australia.
Do I really need furniture removals insurance?
Weve all heard the saying sometimes accidents happen. Choosing a reputable removalist company such as Booking Agent, substantially reduces the risks of accidents happening, however many personal belongings are not made to be transported over long distances, no matter how careful the furniture removalists are.
Many of us have home and content insurance, but unfortunately most home and content insurance policies do not cover your belongings while being transported by furniture removalists. Some policies may offer a limited cover, however we strongly suggest you confirm your coverage with your insurance company prior to uplift of your goods.

We are very sorry that the relocation of goods was not to the customers standards and we will do our utmost to improve our service where we can.
United Movers

Hi, Can i clarify whether united movers use contractors? and who do they contact to?
In terms of the lost items, were they found? thank you