Lacks Communication & Information

Before leaving this review I gave Pro Active Trucking & Movers the opportunity to resolve my complaint. It has been two months (since 20th of Sep 2019) and my issue remains unresolved.

This company only registered this year (2019) and their lack of experience was very clear in the service I received. The sales process was efficient and prompt via Lindy. From there on out, the communication and coordination via Cyril and his team was terrible. I highly recommend you use a more experienced and reliable service than Pro Active Trucking and Movers.

To provide detail: - 12 Sep: I paid a deposit for a shared load. They arranged for collection on 13 Sep.

- 13 Sep: Lindy called me to notify me that collection would not happen today but will probably happen on the weekend (14 - 15 Sep).

- 14 Sep: No call.

- 15 Sep: No call. So I called to find out. I was put in touch with an agent and they apologised and said they'd get back to me. They didn't. I called back a few hours later and they confirmed it would not be there today for collection.

- 16 Sep AM: I emailed to find out when we could re-arrange a new date for collection. I notified them that I was losing confidence and trust based on their lack of communication and information. I then got a call from Lindy saying that they'd notify me when they could collect. They didn't.

- 16 Sep PM: Next thing I know, at 3pm I get a call from my residence notifying me that a company is there to collect. I was in the middle of a client meeting so had to ask the moving company to leave. After my client meeting, I called to ask what happened. They were upset that I did not allow the collection. I was upset that they did not notify me when the collection was taking place.

At this point, I had lost total trust in their ability to coordinate this move. My residence also notified me it was an unmarked truck and that they did not have identification pertaining to Pro Active Trucking & Movers. That is when I went to look if they were a real company - which fortunately they were.

18 Sep: I got in touch with Cyril and said I was not comfortable working with them further and asked if I could get a copy of their T's & C's to evaluate refund. He said they do not do refunds but he was not able to provide me with any T's & C's of this nature (nor were they on the invoice or on their website).

20 Sep: I followed up Cyril again and he said he could provide me with a partial refund to cover off their costs. I said I'd be happy with that.

Since then I have followed up on this request 3 times and have received no answers.