Better Removals & Storage

I hired Better Removals to do all of the packing as well as the move itself. All seemed OK until the move was complete and started to unpack. Fragile items that I pointed out to the packing team were very sentimental were smashed. I put my hand in the box to take items out and glass cut my hand. They clearly did not take care for such items that they themselves had clearly marked on the box as being vvf (very very fragile). The packing
team were not the same as those on moving day. Whether the packing team consequently didn’t care (in my opinion the packing of the fragile was nowhere near sufficient) or the moving team didn’t care, I don’t know. TIP: whoever you chose, if they do the packing for you, insist the same people pack as those on
moving day – they may take a bit more care.

They also hid a pedestal, that they damaged, in the corner of a room. The pedestal had wheels. The moving team must
have dropped or slammed down the pedestal. The wheels broke off. The moving team put the wheels in the top drawer out of sight. They clearly knew they had broken it but intentionally hid it. I signed off the move as not noticing anything damaged. TIP: before signing off a move, thoroughly check the possessions
that are important to you and take your time. Ignore the fact the moving team want to get off or it’s been a long day. Better Removals are members of various bodies including BAR. It means nothing, do not assume membership of such a body means they are trustworthy.

Here is probably the worst bit. Upon discovering the damages, I informed Better Removals who sent an insurance form for me to complete. I duly completed and returned the form, I heard nothing for weeks. I then phoned Better Removals on numerous occasions. They were usually very abrupt and although not verbally rude, the intonation of their voice was clearly rude. They said my claim had been submitted to the insurance company and it was out of their hands. I asked when it was submitted but they refused to tell me, they just kept saying it had been submitted. On other occasions when they were politer they said someone would call me back. No one ever called back. I eventually called the insurance company direct myself. The insurance company said they had NOT received a claim on my behalf from Better Removals. I then re-submitted all paperwork directly to the insurance company. I moved in August 2017, the claim has just recently been settled. TIP: keep all paperwork, with Better Removals you will probably need it at some point.

BIGGEST TIP: Avoid Better Removals. No one is perfect and accidents/incidents sometimes happen. However, the way Better Removals handled the damages they caused shows complete disrespect and contempt.The removals market is extremely competitive. Better Removals are the worst company I have used.

Service cost: £1678

The crew was unpolite, demanding coffees, smoking each half an hour, with a  rude behaviour. They complained all the time about the work they had to do, and finally they didn't do their work. I paid for a service of disassemble and reassemble three wardrobes, finally only one was made.  They left the other two disassemble and we had to reassemble. A crew member checked the house at the begining of the removal, he didn't say anything, but when they arrived with the furniture, they told us that one of the sofa and the mattress of the main bedroom couldn't be transported by the stairs to the  first floor and they left in the middle of the entrance of the house.. Afterwards between my husband and I did it.The unpackage service was an absolutely disaster they unpacked and left everything in the floor without any care, or any order or consideration about the room where the things should be placed. Finally after I paid the quotation, they left the house without finishing their work and leaving packages in each room, and the furniture without reassamble. The service that this company provided was bad and uncomplete.  When I complain about that to the company manager, I didn't receive any compensation or even apologies for the bad way that this work was made.I strongly recommend not use this service.

Service cost: £1356

The removal staff were excellent on both pick up and drop off days. Additionaly, the Admin staff were always hepful and professonal.

But, three items of my furniture were damaged somewhere between pick up, storage and subsequent drop off at my new house. I found the process to claim against the insurance company that I used, as sold to me by Better Removals & Storage, to be a pain - although I was satisfied with the eventual outcome after negotiation.

Overall a good experience but spoiled by the damage to my funiture and the hassle of having to claim through insurance.

Service cost: £2000

I had these people pack up all my stuff and put it into storage. By pack up I mean tip the contents into a box and use the minimun amount of tape.
Firstly they didn't bother to wrap the sofa, mattress's or anything that would normally be needing protection. This resulted in a dusty sofa and dirty (new) mattress. Ironically they did wrap the old mattress that was going to the tip!
They left quite a few items behind. Some belonged to other items, like the bunk bed, so I don't really know how they managed to miss them as they would have had to remove them first!
Their "secure storage" is anything but. Personal possesions dumped outside people's boxes and not one box had a padlock on because "They cost too much for us to supply"!? Really! I was left to roam around as I wished.
The office staff were quite indifferent when I wanted to pick my stuff up and asked me why I wanted to come on two seperate days. What does it matter?
So overall a shocking company and one can only assume that their name is ironic. I don't ask for much. I can only assume that they pay their workers peanuts..you know the old saying.

Service cost: £900

Better Removals moved us from Royston Across to St Albans in Hertfordshire  ( this town was not an option on the list )  and the service provided was to a very high standard.  
We were very pleased with the sales guy Ben and of course Harry in the Office plus a young lady that I spoke with briefly
The Removal Team was run by Darren and he has some different faces working with over the two days but all were as good as each other.  
The things we liked the most about Better Removals
1. Very Polite
2. Very friendly, especially around my kids and elderly parents
3. Floor Plastic 
4. settee covers and bed bags 
5. Packing the boxes
6. Customer Care
I would definitley recommend these guys and girls.  .

Service cost: £2105

Better Removals moved us from Royston Across to St Albans in Hertfordshire  ( this town was not an option on the list )  and the service provided was to a very high standard.  We were very pleased with the sales guy Ben and of course Harry in the Office plus a young lady that I spoke with brieflyThe Removal Team was run by Darren and he has some different faces working with over the two days but all were as good as each other.  The things we liked the most about Better Removals1. Very Polite2. Very friendly, especially around my kids and elderly parents3. Floor Plastic 4. settee covers and bed bags 5. Packing the boxes6. Customer CareI would definitley recommend these guys and girls. .

Service cost: £2105

This company let me down at the last minute. I made a booking three weeks in advance and paid a deposit. I was told the booking wouldn't be confirmed until they received the booking form. They delivered the booking form along with the packing materials and handed the form to the driver as I was instructed. They telephoned me three days before my removal date to inform me that my booking, which had been 'pencilled in' could not be fulfilled. With a screaming toddler in the background I was left to make alternative arrangements. They refused to help or take any responsibility. I should have phoned to check they had received the form safely but in the chaos of moving I forgot. However, the question is should I have had to chase?

Service cost: £1068

Better Removals sales person gave us a quote based on the information we provided. Everything prior to the moving day went quite well. However, on the day of the move, they turned up earlier than the booked time. They were moody and demanded tea every hour. They were slow. messy and not careful with some of the delicate items. One of the guys smoked and left cigarette stubs all over our driveway. Despite knowing that we were moving to a 2nd floor flat and the building does not have a lift, staff constantly complained and at times were quite aggressive in their attitude. They were very slow and would sit in the truck every few minutes chatting. They were so slow that by the time they brought our furniture, we had unpacked most of the boxes and returned the empty boxes for them to take back!    .

Service cost: £845