Town and Country Removals

I'm disappointed that you found TCR unacceptable and were holding you to ransom. Firstly your online volume was 1850cbft, when I surveyed your property it was 2000 cbft. When my crew arrived it was 3000 cbft. Your husband said to me what was going and what wasn't when I visited your home, the garage for example, I was told only one quarter was going the rest wouldn't be their. In fact it was all still there and had to go. At this point my Foreman gave your husband my number to call which he did. I told your husband that I'd bring another vehicle up and discuss the extra charge for the 1000 ft over volume of which I did. When I arrived we had a civil conversation regarding the over volume although he said he had refilled the garage with household items to which I said maybe some but not the amount that was in their. We agreed that I wouldn't pro-rata the cost to which I was within my rights to do but instead got a contractor to drive the extra vehicle up which you'd agreed to pay £120 as I swallowed the rest of the cost as a gesture of good will. When my vehicles arrived some 3 hrs later they found out that the people were moving themselves out and my guys had to wait an additional 3hrs before they could unload, did I charge you waiting time ? Nope, did I charge you for the extra items that we disassembled and put back over the 4 items you were charged for ? Again no. In response to lacking leadership, I have spoken to all members of staff on the job and can't argue with them as in they were loaded by 1pm and arrived around 4pm, got back to the yard at 1am so I think that they did a fantastic job and were indeed organized and professional in what they achieved in that time scale.

Dear Customer, I was present in the office when you called to say that your boxes were empty and ready for collection, You also stated that you had a couple of breakages, my colleague who took your call said "I'm sorry to hear that but it is an owner packed job so unless there was a carton that was dropped our insurance wouldn't pay out" At no time during this phone call did you mention that what’s posted on my feedback. So in response to your post; You stated that before the move my company was efficient but the move was stressful, It is a well-known fact that moving home is the second most stressful event a person can go through apart from Divorce, I believe that TCR Staff acted in clearly what you have stated "a very stressed woman" in a professional manor throughout your move. The vehicle supplied was the correct size for your move, After speaking to the foreman ( 7 years as a relocations employee, BAR trained) There were more items in the garden than was on the inventory to go, The only 2 items that they didn't get on were pots, they offered to go back to collect them but you declined that offer whilst still in your old property. As for not going the extra mile ! Our foreman again stated " We were moving boxes from room to room, from upstairs downstairs, furniture from here to there." The porter on this job who in fact was at the time only on his 2nd week of employment with us said that the client seemed very tense when questioned about being heavy handed with the boxes, Which he also said " how was i, i picked them up and put them down". When i turned up to do the survey, the customer was having a windscreen fitted and was complaining to me about the Auto glass Technicians. As stated by TCR i believe that we acted in a professional manor throughout this move, I wonder if this feedback would've been posted if the client had packed her fragile items better.

Thank you for providing your feedback and I would like to respond to your comments in turn. If you would have liked an item listing, this would have been no problem. Although it is not something we provide as standard, should you have requested it, we would have fulfilled your request. The weather on the day of your move was when we experienced the worst storms we had seen all winter, hence the reason a few boxes got slightly wet. The weather was so extreme that the bases becoming wet was out of our control. You only requested that the motorcycle be loaded onto the vehicle on the day of the move because of the adverse weather conditions. It was originally stated that you would ride the bike to your new address. We advised you that we would only load the bike onto our vehicle if required if we had adequate space. We delivered the bike to you the next day after organising a crew member to collect it and deliver it to you at no extra cost. Thank you for the great comments about our removals team, I have passed this onto them.