Customer Reviews

Third try to contact

Okay communication, nice people to wrk with on moving day. Might suggest giving people a case maanager or something since i didnt know who to contact for what question And many emails were forwarded etc.  

The pics sent about our driveway didnt reach the driver. Office didnt put them through he said.  

but thats tiny for us, overall a very good experience.

Hello,

I had a pretty frustrating time with this service.

I called through and made a request about moving my things from Nelson to Wellington. I advised I had a steep driveway and that if the company used a big delivery truck then they would have problems getting down . I had asked that my property was collected and delivered on the 3rd of July. I was told a quote would be issued and sent out, which it was.

when I received the quote by email,  the fine print specifically excluded labour included getting to an address with a steep driveway. This was a little frustrating as I had already explained that there was a steep driveway.

When I called again to clarify that there was a steep driveway after some calculations I was told that it would be an extra $200, on top of the $590 to move my property from Nelson to Wellington, just to access the driveway by a smaller van.

This cost seemed exorbitant given that it was almost the same as half the total cost to move the property over the sea to another island.

i advises that I wouldn't pay such a cost and I would get the property to the street by myself.

i was also told during that phone call that my property would be picked up on Monday (30th)or Tuesday (1st) - which wasn't the day I asked for.

i asked for a time that the movers would be coming, so that I could arrange friends to help me, and I was told I would get a phone call the day before advising of the time the movers would be there.

At 4pm the day before the move, I hadn't heard from anyone, so called Conroy again and explained I hadn't heard.

the person I spoke to tried to call through to the movers but couldn't get a hold of anyone so told me they left a message.

at 7pm I noticed I had a missed call from Gary (I think his name was) at sometime after 5pm. He left a message apologising for not getting back to me and told me to give him a call. Which I did around 7pm. When I spoke with him I explained I was worried about the time because I needed to let people know who were helping me. Gary insisted that I didn't need to worry about that and that he was sending two guys in a van and that they could sort it. When I explained (for the third time to someone from Conroy) that it was a steep and tight drive he said don't worry they had it under control and I didn't need anyone to help because there would be two guys.

gary said/asked it was just a one bedroom flat and that it would be fine (with two guys) I told him it was really a two bedroom place but there was not big to go.

Gary did say that he was at home and not in front of his computer when we spoke. As he had called me and left a message acknowledging he knew he was meant to call me earlier, so knew about the job, I didn't know that he wasn't aware of things I had already explained twice in previous phone calls. 

I was told they would be at my place between 10/10.30-11.

after talking with Gary, I called my friends that night that I had tentatively set a time with and said not to worry, the movers said I didn't need them and that I didn't need their help the next day.

at 9 am on the day I was meant to move, I had a call from Gary to touch base (as he said he would) and said that he was now at work in front of his computer and saw I had been quoted two different prices and I chose not to have a van. When I replied that yes that was the case that I didn't want to pay $200 he said that I would need to get my stuff up to the street. When I said I would now be pushed for time to do that (given I had already told people who were going to take time off work to help me, that I didn't need their help anymore and it was now an hour before they were meant to be there) this was incredibly frustrating . I actually had the sense from Gary that he thought I was trying to dupe him in some way. I was really annoyed by this stage, I had already explained three times about by driveway and there seemed to be muddled communication between the first, second and third person I spoke to.

i was able to enlist the help of my tenant as my friends, who are litigation lawyers, had filled their schedules in the morning as soon as I said I didn't need their help.

when the two men did arrive, after I had lugged most of my property to the street, they were in a van that would have fit down my drive anyway but parked at the top of the street and loading my property in as my flat mate and I continued to walk things up the driveway. I was furious- not at them - but just the debacle of communication and the extra stress of trying to organise an hour before hand to get everything up to the street only to see  a van that would have fit down the driveway, sitting there. 

The two guys that turned up seemed kind of annoyed, or at least they weren't particularly friendly but that's neither really here nor there in the scheme of things and if that has been an isolated issue within this move I wouldn't have worried about it - it just added to frustrating experience overall.On top of everything the hinge in a chair that was delivered has been broken. That may not seem like much but it's a piece of furniture I really love that is now in a worse condition than when it left my house. I'm told by my partner that the guys that delivered the furniture were polite and helpful and there didn't seem to be any issues on the Wellington end. I don't know whether they were the same two that picked my things up from Nelson.So yeah - just not that happy overall.