LH
Lynette H
1 reviews | Active since Aug 2016
06 Aug 2016, 11:16
Rather pay more
<p>I have just moved to New Zealand. I was planning on using another company who were far more professional but i did not as I decided to save 10k. I think it was not worth it. Execu-move delivered a poor service from start to finish. I had to beg for information from Tatum before the move, my emails went unanswered for days. I was not advised correctly on how much I could take so I left behind quite a lot of stuff that I would like to have taken and that there was room for in the container. However, the real problem was the packing. Things that New Zealand customs wanted to check were scattered throughout the boxes. For example my wooden ornaments that were in 9 boxes instead of being packed together. As a reslt customs had to go through all 9 boxes. The packing was dreadful. As one example, my glass ornaments were taken out of their printers tray and thrown into one bundle unwrapped so several broke. Every item that had parts was pulled apart and scattered in different boxes. My papers were removed from their file cabnet and packed seperately while the cabnet was packed empty. My child's money was removed from his money box and the empty money box, rubber money box seal, and money (wrapped in bubble wrap) were packed in three different boxes. It took ages to unpack as one could only find bits and pieces. My kettle and its base were discovered 3 days apart. Plastic items were wrapped in yards ob bubble wrap and packing materials. I also had to do most of the unpacking on this side myself as the New Zealand comapany did not. This was the New Zealand company's fault and not Execumoves. Execumove organised that they refund me some money for that. In total I recieved back less than 3% of my fees. Apparently that is what the New Zealand company were paid to unpack. I have also recieved R4500 from insurance for the items broken due to negligent packing, it took over 5 weeks to process this claim. I had paid for comprehensive insurance and so was paid out but less an excess. Execumove did apologise and this disaster and I think they tried to speed up the insurers but they did not pay the excess despite the fact that the damage was entirely due to the negligence of their packers. The worst damage was a broken book case that the New Zealand movers said was due to it being overstuffed with items. On the whole, it was an unpleasant experience and I would recommend a more professional company.</p>
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Replies (3)
Execu Move's replyOfficial
10 Aug 2016, 13:51Your report is being addressed and we will revert.
Best regards,
Execu Move's reply10 Aug 2016, 13:51
Official
Your report is being addressed and we will revert.
Best regards,
LH
Lynette H's updateReviewer Update
12 Aug 2016, 10:34Execumove's packers were honest and friendly. The company assures me that they have recieved the needed training and has repaid my excess. They have a good reputation generally and I am sure they will do much better in future.
LH
Lynette H's update12 Aug 2016, 10:34
Reviewer Update
Execumove's packers were honest and friendly. The company assures me that they have recieved the needed training and has repaid my excess. They have a good reputation generally and I am sure they will do much better in future.
Execu Move's replyOfficial
17 Aug 2016, 07:49Dear Dr Hudson
Before you posted your original, disparaging Hellopeter report, we had already addressed your complaint:-
- By investigating what had gone wrong
- By apologising sincerely from top management (both here and in New Zealand)
- By the New Zealand moving company refunding NZ$350 to cover the unpacking service that was not done for the reasons given.
- By settling your claim,
- By agreeing to pay the excess on your liability cover.
My mails prior to your report were courteous, apologetic and empathized with you that our service had not met your expectation – in essence, that we had let you down. You thanked us in a mail and we believed we had righted a wrong – but we were clearly mistaken.
Particularly damning was your swipe about our professionalism and advising people to rather pay more? Our professionalism, is open to anyone to get confirmation on Hellopeter, to see for themselves that Execu-move has an enviable 97% five and four star compliment count to only a 3 % three star and two star complaint count - on over 170 reports! No other removal company comes close!
Regarding our price being low and therefore indicative of our service? We would like to ask only one question – that if that is the case, why do we lose so many shipment jobs because we are “too expensive”? We specifically cover “price” in our “23 Key Point” booklet – stating that we will always do our best to meet or beat a price, but not to the detriment of service.
We do not profess to be perfect – the removal industry after all operates globally in an imperfect field with many imperfect components thereto attached. But we try to be as perfect as we can and when things go wrong we take it seriously. Your complaint was taken seriously, very seriously - and there was a lot happening behind the scenes to verify what went wrong, why it went wrong and to implement procedures to avoid a reoccurrence – we then did what we could to compromise by way of refunds and apologies – unfortunately to no avail - leaving us all believing that we were damned if we did and damned if we didnt.
We however appreciate that you chose to “soften” the blow by posting a later report that at least gave us some credibility. In return we hope you appreciate that we did do our best to resolve the issue amicably, that all refund and claim monies have been paid, that apologies have been sincerely made and that we have taken steps to avoid a repeat.
Regards
Peter Theron (GM Execu-move)
Best regards,
Execu Move's reply17 Aug 2016, 07:49
Official
Dear Dr Hudson
Before you posted your original, disparaging Hellopeter report, we had already addressed your complaint:-
- By investigating what had gone wrong
- By apologising sincerely from top management (both here and in New Zealand)
- By the New Zealand moving company refunding NZ$350 to cover the unpacking service that was not done for the reasons given.
- By settling your claim,
- By agreeing to pay the excess on your liability cover.
My mails prior to your report were courteous, apologetic and empathized with you that our service had not met your expectation – in essence, that we had let you down. You thanked us in a mail and we believed we had righted a wrong – but we were clearly mistaken.
Particularly damning was your swipe about our professionalism and advising people to rather pay more? Our professionalism, is open to anyone to get confirmation on Hellopeter, to see for themselves that Execu-move has an enviable 97% five and four star compliment count to only a 3 % three star and two star complaint count - on over 170 reports! No other removal company comes close!
Regarding our price being low and therefore indicative of our service? We would like to ask only one question – that if that is the case, why do we lose so many shipment jobs because we are “too expensive”? We specifically cover “price” in our “23 Key Point” booklet – stating that we will always do our best to meet or beat a price, but not to the detriment of service.
We do not profess to be perfect – the removal industry after all operates globally in an imperfect field with many imperfect components thereto attached. But we try to be as perfect as we can and when things go wrong we take it seriously. Your complaint was taken seriously, very seriously - and there was a lot happening behind the scenes to verify what went wrong, why it went wrong and to implement procedures to avoid a reoccurrence – we then did what we could to compromise by way of refunds and apologies – unfortunately to no avail - leaving us all believing that we were damned if we did and damned if we didnt.
We however appreciate that you chose to “soften” the blow by posting a later report that at least gave us some credibility. In return we hope you appreciate that we did do our best to resolve the issue amicably, that all refund and claim monies have been paid, that apologies have been sincerely made and that we have taken steps to avoid a repeat.
Regards
Peter Theron (GM Execu-move)
Best regards,