A company's integrity is measured by how it handles a problem after it occurs. Unfortunately, Careful Movers failed that test completely.

Extremely disappointing experience with Careful Movers.

During my move from Brackenfell to Herm****, the company's truck damaged the roof of the security gatehouse at my estate. The body corporate raised a R1,000 insurance excess relating to the damage.

On 24 April, Careful Movers acknowledged the matter and confirmed in writing that the payment would be made by 30 April. Despite numerous follow-up emails, phone calls and further assurances, no payment was made.

After weeks of being ignored and multiple parties having to chase them for a response, the company ultimately refused to honour the payment they had previously agreed to make, leaving me liable for the cost and exposed to potential legal action from the body corporate.

What concerns me most is not the amount involved, but the lack of accountability, communication and professionalism throughout the process. Mistakes happen, but how a company handles those mistakes says everything about its customer service.

Based on my experience, I cannot recommend Careful Movers and would strongly advise anyone using their services to ensure all liability and damage-related matters are clearly documented in writing.