Customer Reviews
We request reviews from all of our customers regarding the service they received from us. Good or bad, we put them all up here for you to see.
91%
Of clients surveyed said they would use Conroy Removals again90%
Of clients surveyed said they would recommend Conroy Removals to othersThe actual "moving" was done well, however communication and time management was quite poor. The initial removal was scheduled for 10 am, I was called shortly before then and told the driver was delayed and would arrive by 12:30. I was told this new timeframe was firm as I specifically asked if it was an optimistic or realistic arrival time and was told the driver would definitley arrive by 12:30. I then personally called Conroy Removals at 12:34 to learn the driver was on his lunch break and wouldn't arrive until after 1pm. He arrived at 1:15. I have no issues with the driver's service or work, it is the communication of his arrival time and dispatch providing me misleading information that really hampered my schedule and other logistics around the move that day (as I had to drive the 3+ hours on both ends of the trip to the destination point).
Although the driver arrived at 1:15, it was at least another 30-45 minutes before his helper came and so I personally helped move the belongings to the truck because the move was now 3 1/2 hours behind schedule and I still needed to drive to the destination point that night. I would never have imagined there would be a crew of just 1 person on-site.
On the delivery end, the driver arrived on time at 9 am, but again his helper didn't arrive until about 30 minutes later. I volunteered again to help unload which was not a problem, but the fact that the driver was left on his own to move belongings without assistance on both ends of the trip was problematic. I would like to note all three of your staff (the driver and two movers) who handled moving my belongings were professional and friendly and worked hard when on-site. It's just that the time management and communication around time was extremely disappointing and was very poor customer service. The lack of timeliness made the logistics of my move much more difficult than it should have been. I understand delays might happen, but the communication related to delays was inadequate. Especially on the removal side of things when I was called a little after 9am to tell me the movers that were supposed to arrive by 10 am weren't coming until 12:30. This means Conroy Removals would have known there would be a delay long before 9 am and could have alerted me sooner. To then have the 12:30 firm time be delayed again (because of a lunch break -again a known factor in advance) was very disappointing as I specifically asked if the new 12:30 time was a real estimate or an optimistic one. To then not have a second person on-site to help the driver till nearly 2 pm (4 hours after the 10 am initial planned time) was not the type of service I had expected from Conroy Removals in relation to the cost of this move.
Impressed
I was booked for 12-1230pm and I confirmed the booking the day before. No truck arrived. There was no communication. There were no callbacks to my messages. I emailed accounts and asked for her help. As a result I was phoned back and given an apology. When the truck arrived the guys were absolutely fabulous, polite and very helpful. They were extremely careful with my furniture. I was very impressed. I will use Conroys again on the strength of the very helpful administrators and the removal crew.
Here is the corrected version:
Please carry the items gently and take off your shoes when you step into the house. It looked rough. overall, thank you anyway
I will be writing to you to complain about a specific aspect of the packing I was not happy with; I will still unpack several items, one of which I know is broken. I am particularly unhappy with how some of my paintings/artwork were packed. Several art frames were placed in boxes with no individual wrapping around them. This resulted in the frames being scratched and broken and the artwork damaged. Other paintings were wrapped correctly and were fine. I was told all art would be correctly wrapped and taken care of. This was my experience, and it has not happened for 6 Items. I find this unacceptable, and I am very disappointed. The itinerary created for the boxes was also very poorly written. Many things were mislabeled. For instance, a coach was labelled a BBQ, resulting in MAF needing to inspect things that were not needed. Things which were something else labelled as TV and many items labelled folding chair for no reason. I have moved internationally 6 times and never had any break. Unfortunately, this is not the case this time. It has come down to poor packing, which has left your team down, and I would not be able to recommend that aspect of your service.
Despite a video inventory being conducted prior to pick up, several items of furniture were not accounted for, forcing the rapid and unplanned disposal of items in order to fit the bulk of items in the truck. While a video inventory should be a helpful part of the process, this needs to be done properly with a correct size truck then allocated. Items which could not fit on the truck included a 7-piece dining suite and a 3-piece lounge suite, indicating that the video inventory was poorly conducted and truck allocation inadequate.
At both Auckland pick-up and Christchurch delivery, the two-person crew was made up of an experienced person and a non-experienced person. This was evident by some rough handling by those less experienced, especially during the Auckland pick-up.
There was some damage to items from the moving process. While this might be expected, it was still disappointing. With items in storage at Conroy's for 2 1/2 years, this meant that items were handled four times, i.e, pick-up, placing into storage, removal from storage and delivery, with potential for damage at every stage.
The time line for the move went from 4 weeks to nearly eight weeks. If I was paying for a motel at my destination it would have cost a fortune. I can appreciate issues happen with international transport but the status of the delay was not relayed to me. The people on the ground were excelent at both ends but the status of the delay was not well managed.
Person packing left suddenly (kids sick) and wasn't replaced quickly - waited 3 hours for new packing crew to come. Great service from then on. John in Melbourne and the Oz crew were amazing.
Unfortunately we have had a bit of damage to our furniture. Not just one piece but a few pieces. Very disappointed.
Outside of 3 items going to Napier instead of Christchuch Everything was fine
Susan was very efficient and helpful.
Delivery was nothing like I was led to believe. When contracted with Canadian international moving company I was told that everything would be wrapped and packed in Vancouver, then unpacked and unwrapped at destination.
Not so. On arrival at new home the removal company staff placed a couple of blankets at internal garage entrance to house. They walked in and out of my home with boots on, without any regard for the carpet. They were pleasant people but not there to provide a great service to customer.
I had 132 boxes. Most with wrapping/ packing paper. Once i had emptied them it was my job to flatten boxes and place paper together, for collection from Conroys ...at a later, undetermined date. Instructions to ensure the boxes don't get wet prior to pick up.
I was not expecting this large, extra job at a time when I had many other things to attend to. Clarification at the outset would have been useful. I'm not sure how a person with limited mobility and space would have dealt with this.
Better delivery time once in the destination country would be good.
No items were broken bar one jar so that's a plus.