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We've just finished our move from the UK, back to the continent, and we've experienced one of the worst situations ever. Moving is always stressful, but this bunch of incompetent people will make your life miserable. We decided to use this broker in January 2011, given the rates proposed and having contacted a few other moving companies/brokers. Our first big mistake was to not check the customer reviews on the web before making the decision. There are so many similar stories…
First, this is just a broker company, and they do not evaluate the volume of the shipment. The estimate given was far too low, and this resulted in a significant increase of the total amount to be paid. Anyway, at the beginning of the process, they seemed to be responsive and helpful. But, once they receive the money, you’re screwed. This is when the nightmare starts, as it becomes impossible to get any reliable information or communication from them: Just vague information and lies! Even for getting the additional amount to be paid, resulting from the initial underestimation, they are not able to add two numbers correctly. We had to do it ourselves several times, and it takes quite a lot of energy to manage these people. Having our goods in storage, we then decided to inform them more than 6 weeks in advance to plan for a delivery date in early May. After about 10 emails and many phone calls or so, we struggled to receive any clear information about this. Then, after so many attempts, we did manage to have Matthew Liscott on the phone and had his “confirmation”: “Yes, this date has been confirmed with the moving company”. Being a bit naïve and already tired of the situation, we took it as granted (Second mistake). They never sent any confirmation by email, despite all our requests.
10 days before the delivery date, once again, I wanted to re-confirm the delivery date with them. As usual, no answer to any of the emails… I however succeeded in talking to Stuart Hall over the phone. Looking at “the notes” from his colleague Matthew Liscott, he then mentioned that the delivery date would be a few days later than the original one, and that the final delivery couldn’t be done without the payment of the outstanding balance… Which was never communicated or explained to us before!!! A real Joke?!!! As my trust in those guys was going rapidly down, I’ve therefore attempted to find-out and contact directly the moving company to get some reliable information. Fortunately for us, the moving company that did the packing of our stuff was also the same one that would do the delivery abroad. I’ve explained to them the situation, and they were helpful and responsive! (Thanks to them!!!). They confirmed that our stuff was still in storage, and there was no delivery planned!!! They proposed to contact the removal group to get further information. The day after, probably following the attempts from the moving company to contact TRG, Stuart Hall sent us an email (A miracle!!!) mentioning that the moving company advised that they did not load the goods for the following week (As initially planned), as the payment issue was still unresolved (??? Funny…). He also mentioned that the next possible delivery date would be during the following week, and that he advised them to proceed with booking delivery for that following week. Then, I quickly called back directly the moving company to double-check this. None of this was true, as he never contacted them back. Furthermore, the moving company also confirmed that the first available date would be later during that month. The moving company then proposed me a possible date, and pushed TRG for getting the approval. After further calls, follow-up emails, TRG did it!!! (And the confirmation came from the Moving Company of course…). (I have kept the proofs of this story. We were very close to push this forward: We had a letter (It’s always good to know a lawyer…) stipulating the breaches of contract and preparing an injunction for them to deliver the goods - This was ready on the day we received the confirmation of the delivery from the moving company)
In a Nutshell, they are clearly incompetent and a bunch of LIARS. They don’t care about anything, and I don’t even understand WHY people who are running a small business may behave this way…
PLEASE DON’T USE THEM!!!!
If you are already using them, my best advice is to contact directly and straight away the actual moving company to get some reliable information.