Double check van sizes
At the moment of booking the service I provided a detailed list of items that needed to be moved and detailed instructions of how many floors there were at pick up and drop off.
On arrival the driver didn’t even have to look at the actual items. He knew straight away based on the list provided that not even half the items would have fitted in the “medium van”.
I am no expert in van sizes but surely I wasn’t expecting a parcel delivery size van for a moving service.
It’s not about the cost, it’s about the service provided.
At any point no one has been in contact to advise that the van wouldn’t have been big enough.
A phone call would have sufficed to adjust the service at the correct revised fee.
I was lucky I didn’t have to move out the house on the day otherwise I would have been stranded on a busy street with half my belongings.
When I presented the issue to the driver he wouldn’t help or advise in any way.
He was only worried about not getting a parking fine.
When pressed, the solution he suggested was “a second trip” cash in hand which I promptly turned down.
At no point the office had been contacted to explain the situation.
All I had instead was “you only have 30 min left” to load the van which I did with the support of some friends thankfully.
Respuesta de Movexpress
Hello Nicola,
Thank you for your feedback. We are sorry to hear that you were dissatisfied with your experience.
We offer a range of vehicle sizes at different price points, and customers are responsible for selecting the vehicle size that best matches the volume of goods to be moved.
Upon arrival, the driver assessed that the quantity of items exceeded the capacity of the vehicle booked and advised that an additional trip would be required to complete the move safely.
In such circumstances, additional charges may apply where a booking exceeds the vehicle capacity, requires extra time, or requires additional trips.
Any additional work must be agreed and paid for before it is undertaken.
While we appreciate that this was frustrating, our drivers are required to ensure that all loads are transported safely and within the vehicle's legal carrying limits.
We appreciate your comments and will use your feedback to improve our communication and booking processes going forward.
