PB
Pieter B
1 reviews | Active since May 2015
07 Dec 2016, 09:23
Unsatisfied move
<p>I understand that moving is stressfull and does have its hickups, but....</p> <p> </p> <p>1. The moving truck arrived 18:20 at night. The original time that was given to me was 12:00 but they did let me know that they are behind schedule and arranged to be at my place at 15:00 which was still acceptable. So me and my wife waited until 18:20 for them to come.</p> <p> </p> <p>2. I asked someone to come and do the inventory list to make sure I do not leave something out. I asked for them to do the packaging for us and load everything in the flat. When the truck came at 18:20 the did not know that they needed to do packaging and box everything. But they started packing and this continued until 00:00, yes until midnight. Had to leave the that morning 04:15 the morning for my flight to Cape Town.</p> <p> </p> <p>3. I asked for the agent to arrange for them to deliver on Monday, this has been confirmed 2 weeks prior to the move. The Friday before Monday I wanted to confirm again to make sure they are delivering on Monday. To my suprise I was not scheduled for Monday but only Tuesday. They once again came to the house 18:10.</p> <p> </p> <p>This was a really unprofessional service supp****. The movers did pack everything professionally and did their part well, but they admin and the office side was a huge headache.</p>
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Replies (3)0
Replies (3)
Execu Move's replyOfficial
07 Dec 2016, 18:41Dear Pieter
We were all terribly sorry to read that your recent move from Johannesburg to Cape Town with us did not go according to plan - and for this we sincerely apologise to you and your family for any inconvenience caused.
As you may know – we remain the highest rated removal company in SA on Hellopeter with 97% compliments on over 200 total reports – which hopefully gives some indication of just how seriously we take what we do - and today an internal enquiry was held to better understand the circumstances leading up to your report.
It would have been highly appreciated if you had rather called our senior management and allowed us the opportunity to try and resolve the matter amicably between us before reporting it on a damaging national consumer forum – but this of course is your prerogative.
I will be contacting you personally in this regard but as you have chosen to report it on Hellopeter – I would like those reading this report (the people for whom you have intended it) to just have some understanding of some of the challenges we face behind the scenes, in trying to accommodate all the parties on “shared load” moves such as yours, especially during peak season.
In doing so we do not wish to diminish in any way from your bad experience – and can only imagine what it must have been like to still be packing and loading at midnight and then having to catch an early flight!
We plan these long distance moves carefully based on information provided by our customers and by and large it works very well – however it takes only one move on that busy schedule to totally throw a spanner in the works and set the programme back. Just a few examples of what we contend with - *On arrival to load the customer is not ready *A shuttle vehicle service is needed at last minute because the customer did not think it was a problem for the truck to go into their complex * A long carry for the same reasons *On arrival at the new home, the previous home owner / tenant has not moved out yet *Lifts not working on the move day *The customer decides to take more than what they listed or initially intended to take *Customers do their own packing in weak boxes / or refuse bags and we have to repack etc etc
Despite the best planning and communication, such things are not always known and we cannot simply abandon those jobs - and so we do our best to assist as quickly as we can – unfortunately there is a ripple effect and it is difficult to play catch up.
Of course this does not happen on dedicated moves where one truck is allocated to one person – but the cost differential is understandably higher and thereby less popular.
But again Pieter – we are all truly sorry that your move did not go as planned and as mentioned I will contact you tomorrow in this regard.
It seems the packing at least went reasonably well - I do know our packing crew were exhausted the next day as I am sure were you.
May I take this opportunity to at least wish you and your family well in settling into life in Cape Town.
Kind regards
Peter Theron (GM Execu-move)
Best regards,
Execu Move's reply07 Dec 2016, 18:41
Official
Dear Pieter
We were all terribly sorry to read that your recent move from Johannesburg to Cape Town with us did not go according to plan - and for this we sincerely apologise to you and your family for any inconvenience caused.
As you may know – we remain the highest rated removal company in SA on Hellopeter with 97% compliments on over 200 total reports – which hopefully gives some indication of just how seriously we take what we do - and today an internal enquiry was held to better understand the circumstances leading up to your report.
It would have been highly appreciated if you had rather called our senior management and allowed us the opportunity to try and resolve the matter amicably between us before reporting it on a damaging national consumer forum – but this of course is your prerogative.
I will be contacting you personally in this regard but as you have chosen to report it on Hellopeter – I would like those reading this report (the people for whom you have intended it) to just have some understanding of some of the challenges we face behind the scenes, in trying to accommodate all the parties on “shared load” moves such as yours, especially during peak season.
In doing so we do not wish to diminish in any way from your bad experience – and can only imagine what it must have been like to still be packing and loading at midnight and then having to catch an early flight!
We plan these long distance moves carefully based on information provided by our customers and by and large it works very well – however it takes only one move on that busy schedule to totally throw a spanner in the works and set the programme back. Just a few examples of what we contend with - *On arrival to load the customer is not ready *A shuttle vehicle service is needed at last minute because the customer did not think it was a problem for the truck to go into their complex * A long carry for the same reasons *On arrival at the new home, the previous home owner / tenant has not moved out yet *Lifts not working on the move day *The customer decides to take more than what they listed or initially intended to take *Customers do their own packing in weak boxes / or refuse bags and we have to repack etc etc
Despite the best planning and communication, such things are not always known and we cannot simply abandon those jobs - and so we do our best to assist as quickly as we can – unfortunately there is a ripple effect and it is difficult to play catch up.
Of course this does not happen on dedicated moves where one truck is allocated to one person – but the cost differential is understandably higher and thereby less popular.
But again Pieter – we are all truly sorry that your move did not go as planned and as mentioned I will contact you tomorrow in this regard.
It seems the packing at least went reasonably well - I do know our packing crew were exhausted the next day as I am sure were you.
May I take this opportunity to at least wish you and your family well in settling into life in Cape Town.
Kind regards
Peter Theron (GM Execu-move)
Best regards,
PB
Pieter B's updateReviewer Update
09 Dec 2016, 12:33Have been contacted as promised. Happy with their response.
PB
Pieter B's update09 Dec 2016, 12:33
Reviewer Update
Have been contacted as promised. Happy with their response.
Execu Move's replyOfficial
09 Dec 2016, 12:56Hi Pieter - on behalf of the management and staff of Execu-move we would like to thank you sincerely for understanding the position and for your kind gesture of converting your service star rating from 2 to 4 - it is very much appreciated.
Warm regards
Peter Theron (GM Execu-move)
Best regards,
Execu Move's reply09 Dec 2016, 12:56
Official
Hi Pieter - on behalf of the management and staff of Execu-move we would like to thank you sincerely for understanding the position and for your kind gesture of converting your service star rating from 2 to 4 - it is very much appreciated.
Warm regards
Peter Theron (GM Execu-move)
Best regards,