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“Removal Heroes cancelled our int'l move - Look eslewhere”

Written on: 08/10/2017

In August we had 7 removal companies come round to our home in Kent (England) to provide estimates.

Removal Heroes seemed a little less professional at the start--the removal guys came and not a salesman (not a minus, per se). They were quite good to answer follow up questions over the phone and came in lower than other companies, while providing a self-packing, direct move (our preference). We agreed to proceed with them. As we both work full-time and were undertaking an international move, we requested boxes about 16 days before the planned move date.

Then, they were slow to respond to confirm stopping by with the boxes and other packaging materials. The day before we had requested them, I rang them up again, left a message and an email. Late that night and without any prior indication of a problem, I received an email saying that they were no longer able to carry out our removal:
'Unfortunately the previously secured back load that was arranged to partner your removal has been canceled therefore meaning there is now no longer a vehicle available to complete your removal. The director has given me the option of offering a new quotation that allows for your removal to continue with another removal heroes vehicle or pass your details onto another removal company that may well be able to complete your move to Geneva.'

In short, they were cancelling our removal unless we paid them more than they had already quoted us and confirmed via contract...about 2 weeks before our international move. Thankfully, our second choice of company--Express Removals--jumped in, able to offer us a removal date only a week later than planned.

Removal Heroes is also NOT a BAR member; I now understand a bit better why.

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