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

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

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

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

Betterremovals did not have one single van with signs despite promises - we had 4 vehicles. We paid for a packing service in which our own clothes, throws and personal items were used as packing materials.  what didn't fit in a box was forced in.  drawers were literallly tipped into the boxes in some cases. Some of the packing was acceptable done by an established work person. The ombudsman awarded us a 50% refund on the packing service. One year and one month after the disasterous move the settlement finally arrived for the damages to our possessions from the insurance company.  This did not cover the broken washing machine or fridge but most other things. nothing made up for the distress. the men were careless and got really fed up because it took so long and it was dark and they just dumped our boxes where ever they could so that they could go home to a football match. We had no idea how bad it was until the next day - bedroom stuff (clearly marked) in the garage etc. Our calls were ignored and finally, 3 weeks later we were offered somebody to help move boxes by which time it was too late. BETTER REMOVALS denied any fault or any responsibility which is why we went to the ombudsman. My husband was sensible and took photos of the packing standard and the breakages and so the evidence was there. They even left their fast food carrier bags behind for us to clear up. We got the absolute worse of this company but what was truly bad was that instead of saying sorry and recouping us they forced us to spend hours and hours on the email, phone and letter writing and asking for compensation rather than just face the evidence of the photos and own up. They really are awful in every way atlhough it all sounds good - it was anything but.  They also got personal and made some really unpleasant comments about us - anything but say sorry and get out of a settlement.  Thank heavens for ombudsman and cameras on mobile phones.   For the record, PICK UP WAS HERTFORDSHIRE DELIVERY WAS KENT NO OPTION ON THE WEBSITE that I could find.

Service cost: £2200

I am extremely happy with these guys they have helped me move twice and both times have run smoothly and the guys have been really clear on communication and times .two guys helped put my wardrobe back together for me which I am really greatful for as they didn't have to but insisted . The guys I delt with went through everything with me before they started which was really nice.I will definitely be using these guys again especially now I know they don't just do moves within my local area but outside too.

Service cost: £500

I was dreading moving, but the office staff Sue and Jamie were so reassuring and always polite and happy to help with any queries that I had. The surveyor, Josh, was fantastic as were the crew themselves, remaining completely professional and efficient for the duration. Overall, Better Removals took the whole moving process from being a pain to a painless ! They were an absolute pleasure to deal with and I would happily recommend them to anyone looking for a efficient, smooth, value for money service.

Service cost: £1326

AVOID :(
My children's toys and school books were stuffed into bin bags, Many of their precious items were broken and destroyed because they were thrown on top of eachother which has caused much distress and tears for them, my clothing and expensive cushions were used to pack items and consequently damaged, parts of items were lost due to not being packed property and on top they took a tip from me inside house and my partner outside the house as neither of us knew who was giving it but they just kept quiet. Really disappointing and they have so far not given any kind or refund at all and we are now taking legal action because the cost to us was £900 damages and the move was £1400 so we are seriously out of pocket . My last emails have been ignored and they are trying to pass the blame . After many moves and many companies being used in the past trust me when I say this is the most unprofessional and badly conducted move ever! Customer service is weak and I we predict a long process taking them to court. It's such a shame because had they just apologised and offered a refund on the packing service we would have been happy but we never even got a proper apology to us or the kids. Been a really unhappy and stressful time for us all. So sad so many items were damaged and that they are trying to wriggle out of it makes it 100 times worse. Happy to share photos of how badly my children's items were treated because of you're thinking of using them - please don't!

Service cost: £1500

Very High Standard of Service offered, Better Removals were not our first choice as we had already secured a Mover, but they could not accommodate the dates this August, so I found them via a trusty google search, the came they estimated they were booked to complete the job.

very easy to deal with and no added extra charges as it was a last minute job, as the price was similar to what we had been quoted by a local competitor who I will not name.

the estimator was thorough and the moving crew were fantastic.

very high standards from this moving company.

Service cost: £1920