My experience with this company was horrible. It involved a double move, requiring the transfer of furniture and appliances from my residence in Hasselt to a storage box, and subsequently from the storage unit to Aachen after a month. Upon completion of the move, we ended up with: a sofa with a broken leg, another sofa with a torn upholstery, a damaged new washing machine, soiled upholstery and mattress, damaged and missing pieces of Ikea furniture, etc. Even the TV was not properly packed and we are lucky that it is still working.
The leg of the sofa was broken in front of me when the moving staff tried to pull the sofa through the windows, and I showed him that right away. He suggested that I inform the company so they could arrange compensation. I emailed about the broken leg and sent the pictures, and their response was: “the damage is not recognised for insurance purposes. by the way, it is easy to repair by putting a few screws through the wood.” Despite my clear observation of the damage and immediate reporting, they refused to acknowledge it.
I also made them aware of the washing machine's condition via email. Prior to the first move, I specifically inquired whether they would handle packing for the washing machine, dryer, and fridge, or if I should take care of it myself. They assured me they would manage the packing. But, on the day of the first move, they just grabbed the machine as it is and I told them to secure it with transit bolts. But the moving staff insisted it wasn't necessary, and they would cover it with moving blankets. Later when I checked online I realized that it is important to use transit bolts. So I emailed them and told them the necessity for transit bolts during the second move (from the storage box to Aachen). Despite my instruction, only one out of the required five bolts was used. When I saw it and asked the moving staff, they said one is enough!
Also, I had previously updated them that the washing machine and dryer must be placed in the basement and there is no lift and it has to be taken through the stairs. Still, they were not really prepared, and the washing machine and dryer were thumping on almost every stair while they carried it to the basement. It was a new washing machine purchased in 2023, and it had never moved before since its delivery to my residence. Forget about an apology, they did not even respond to my complaint.
I also had to arrange the parking permit in Aachen, and I had previously notified them that the Aachen city hall had provided a parking permit for a location approximately 10-15 meters from my apartment in Aachen, with pictures. I also mentioned that it is not feasible to use a moving lift. Additionally, I informed them about the narrowness of the window, measuring only 75cm. Still, they arrived with the lift and parked it on the footpath in front of the apartment. Upon informing them that parking there was prohibited, they suggested continuing the move until someone intervened. Subsequently, an officer arrived, interrupted the move, and I had to appeal to the officer until the officer allowed 20 more minutes to clear everything.
They are good at transporting items from point A to point B. The problem is that their only goal is to transport items from point A to point B, they don’t care in what condition the items reach point B. So if you have packed everything in boxes which you can transport by yourself with ease, but for some reason you don’t want to transport by yourself, hire this company. But if you want to move your valuable heavy appliances and furniture without any damage, hire a real professional moving company, not this company.
I chose this company based on its impressive Google review rating. However, my personal experience has led me to consider the possibility that they may harbour a different attitude towards foreigners. It seems they might perceive me as a third-world national and believe they can treat me poorly without consequences. This could explain why they didn’t even care to respond to my complaints about their delivery.
Arish S. april 2024
