ABSOLUTE POOR SERVICE

My original feedback to the company:- Our move is paid for by the Military, and when the payment was approved, your Pretoria office was contacted in order to make arrangements. The lady who assisted us was helpful and arranged at short notice that the home was packed up on Friday 2 August 2019, as we had to vacate the property that we were renting at the time. My husband completed the necessary value declaration form, and when he said that he does not have enough time to specifically note each item, the lady informed him that it is not necessary, and that he can just add totals, in order to get the ball rolling. I was in Cape Town on that specific day, however everything was packed and loaded and moved to the storage unit in Pretoria. The Military also approved 2 months storage, however we were under the impression that the items would be stored in Cape Town. Nevertheless, we were assured that all our items will be well taken care of and our plants watered. When I spoke to the lady who was handling our move, she informed me that I have to let her know a week prior to delivery date for delivery and that if we exceed 2 months, we will have to pay for storage, however, when my husband phoned her on Monday 23 September 2019 to deliver on Monday 01 October 2019 , she said that it was too short notice. She then said that they would deliver on the 6th or 7th of October. This was a great inconvenience to us. After this, she never communicated with us again, not to confirm if it will be the 6th, which was a Sunday, or the Monday. Even after delivery, she has not contacted us to confirm if all went well with the delivery etc. Very Poor Service from her side. The move arrived on Sunday the 6th of October, we spoke to the driver, who in turn contacted his office and arranged that the truck be offloaded on Tuesday the 8th, as we were still finishing up building. Which we truly appreciated. I must commend the Cape Town staff on their service delivery and customer care. They were in contact with us continually and were quick courteous and friendly. We were informed by the driver that we needed to compile a list of all items that were damaged during the move and submit it within 7 working days of delivery, a mammoth task when you have over 100 boxes to check and unpack. I have compiled the following items so far, but I am still in the process and have 61 boxes and all my paintings left to unpack and check, so I will send a follow up mail with photos of damages and replacement values, for your attention. After this email, I had to request for a response, after which they responded with the following: Afternoon Richard & Anita Boulton

Your mail below dated 15 October 2019 has reference: I confirm receipt of you mail: claim regarding damage during the relocation process

I have noticed the list of 23 items you reported on alleged damage

1st - please send a picture of each of the items listed showing the damage

2nd - please indicate and highlight each of the 23 items listed for damage on the Value Declaration document that you completed and send through to take out a policy for the items indicated Please send the requested info/pictures/document back within two days

Once we received the info requested above we will register the claim Regards Willie Nel - Regional Manager

I then asked about the other queries in my mail and this was their response:

Morning Anita

You had only seven(7) days to register the claim

The list of 23 is what was reported and we will work on that, unfortunately you can't add - Regards Willie Nel

I will never recommend JH Retief to anyone - their after care service leaves much to be desired.