Citymove Removals & Storage 

I don't know how this removalist company is still in business when they are abysmally bad.

I booked them for a job to move me from Randwick to Surry Hills on a Saturday and they not only didn't turn up, when I rebooked for the following Monday, they didn't turn up again!!!

I managed to get my stuff moved the following day with another company who was reliable and got my money back from City Move.

Unbelievable that they couldn't even do a simple move. Clearly they were overbooked and didn't have drivers to do the job. But why allow bookings when you can't fulfil them??

Citymove is a nationwide furniture removalist we booked to move us from Kensington to East Victoria Park (Perth) during March.

To summarize our experience, Citymove breached the new Consumer Legislation at every point possible by failing in their legislative obligations to uphold the customer guarantees given at the point of booking their services. We were provided false, misleading and insufficient information regarding their provision of service. The fact that Citymove does little more than procure bookings and contract out the services was never mentioned, instead by referring to the removalists as 'our staff' it gives the impression that Citymove is the service provider and can be relied on and trusted.
At the time of booking our 'move coordinator' misrepresented their knowledge of Citymove, failed to disclose there were in fact no 'professionally trained staff', no employees and no oversight or management of the contractors. I only discovered this when I informed the removalist that I would not be making payment that night and I would be taking my dispute up with their employer, being Citymove. I reasonably believed they would be held accountable for their total failure to provide the service we had been guaranteed. This was not the case, instead there was a heated discussion where I was told in no uncertain terms that he had been engaged as a contractor, it was his truck, and his mates worked for him, not for Citymove. He used coercive threats to take my furniture ‘hostage’ to demand payment be put through, I made the payment under threat. Citymove management had failed to return or respond when I called to complain during the move and following day, I left numerous messages with 'secretaries' all of which were ignored. I found this blatant disregard for the appalling service we had received and the extreme stress caused to me personally by the removalists leaving both properties in total dissaray to be utterly infuriating.

Clearly the service had not been suitable for the purpose for which it was aquired, the staff were not professionally trained, they couldnt even manage getting furniture inside the house on delivery! Even the packing service failed to complete the tasks assigned to them! Of course the most detrimental of all the failures by Citymove and its staff was that ultimately our possessions were not relocated, our goods were damaged and major items such as the fridge, washing machine and lounge suite were abandoned in the garage of the new property because they either couldnt be bothered or didn't know how to remove a standard panel in a sliding door in order to get the furniture into the house!! Both the removal and delivery had been handled so incompetantly that I had been forced to work constantly alongside the removalists, who failed to follow even the most basic instructions such as; all boxes with bedroom 3 written on them are to be unloaded and placed in the room with the number 3 taped on the door. Boxes were literally dumped throughout the house,
The final demise began at 6pm one of the removalists went to footy training, despite my booking being until 10pm that night. At 6.30 the other 2 decided to knock off leaving without moving the remaining furniture out of the old house, and refusing to move the furniture, dumped in the garage of the new property, into the house. The list is endless!!

The official response to our complaint is so outrageous it has to be seen to be believed.
Having supposedly conducted a serious and very thorough review of our compliant(minus speaking to us or other tradespeople who witnessed the lack of due care and skill shown by the Citymove staff) A customer service member calling himself James ( with no surname) lists supposed statistical evidence taken from 'job records' (not provided) and quotes from 'signed staff statements' (not provided either) claiming that in fact not only was my pack & move completed, but it was completed ahead of schedule! The fact that these statements are complete fiction and Citymove has no way to quantify the assertions, was apparently not considered relevant when refusing our request to remedy the problem with a full refund and payment for damages.

(More to follow tomorrow)

They do fake reviews and was fined by the ACCC. Don't trust them

Manuel and Jeff were excellent. Punctual, courteous and careful. Very highly recommended.

Friendly, honest, and transparent service. Despite taking a little longer than initially expected, we really appreciated the care that went into making sure our items were safe, securely fastened and properly transported. Would definitely hire CityMove again.

The guys were polite. Cleaned up after themselves and didn't stress about the awkward plants etc. Recommended.

This was our second move with Citymove, and we were not disappointed. The three movers were professional, pleasant, careful and efficient. We recommend Citymove to all our friends and colleagues.

I have used Citymove twice now and can't thank them enough for how quick, polite, gentle with our belongings they were on both occasions. I will only use city move in the future! They truly do help take a bit of the stress off knowing that all of our belongings are taken care of!

This was the first time I’ve used a removal company and I was a little nervous. But Citymove was really helpful from the first phonecall. The removal guys were on time, efficient, polite and communicated with me every step of the way. Was really happy with the service.

The two guys who helped us were so polite and helpful. They took great care with our furniture and knew exactly how to pack the van to make sure everything fitted in. Would totally use the company again.

I could not be happier with the professional service offered by Citymove. The staff were a pleasure to deal with, they turned the job around in a day, and they were on time and on budget. I will recommend them to everyone with no reservations!

Great service! Super careful with all items and efficient for the move!

Great service, very careful with furniture and didn’t complain about too many stairs!

Lovely team of guys who took good care with even the oldest pieces in poor condition. Thank you to City Move for helping me organise an urgent move for a client with only 36 hours between booking and the move. As a a Professional Organiser I will continue to confidently use their services.

The guys were on time, fast, efficient and careful with our items. Just fantastic 🙂

Very disappointed in the service provided by Citymove Removals for the move of our 2 bedroom unit between two suburbs of Melbourne. We paid $870 for the privilege of the slowest move I have ever witnessed, that left behind half our furniture and boxes. The truck sent out was too small despite having provided a detailed inventory as requested by the company, and as a result we had to hire a trailer at our own expense and took three people five hours to finish the job we had already paid for - obviously we are not professional movers, nor as strong or experienced in moving furniture, so it took us far longer than it should have taken Citymove.

Having tried to lodge a complaint with the company, I have emailed and called. I have received no response via email and have had limited success with calling.

I will be taking this further and requesting a refund to cover the extra costs incurred by Citymove's incompetence.

We had a great experience with Citymovers. Rafael and Lucas were very professional, efficient and friend. Everything was moved into our new place with no fuss or delay, and they willingly followed the instructions provided by the building's management. The cost matched the quote and rates I was provided before moving day, and the total to pay was fair. Thanks to them for helping us out with this move.

My advice to others is to prepare your belongings in advance of removalists arriving. Ideally it should be ready to be stacked in a truck, with adequate packing to prevent breakage. Arrange everything in a way that's easy to access and comprehend. We also bubbled wrapped some items which cannot be boxed ourselves, which reduced overall cost and time taken to move.

My second time using citymove in Canberra. Moved my stuff quickly but professionally - not a single item damaged, no scrapes on the walls or anything. The guys were friendly and helpful - little things like checking if I had a storage cage with anything to take from there. Will gladly use again.

I called to get a quote and was asked to pay part payment over phone.
Removalists turned up on time.
They did not speak English.
They moved extremely slowly!
They broke furniture and didn’t tell us.
They overcharged me and didn’t take away the initial payment when I first booked so charged extra.
They charge for wrapping they decided was needed even though they asked three times whether I wanted anything wrapped. I said no each time and my quote said no wrapping.
I waited 8 weeks for a refund for the additional wrapping and 20 Emil’s and six phone calls to the company to try and sort out the overcharges.
The reviews online are also fake I have found out later.
Danielle the call centre manager delays refunds and tries to ignore issues. She lies about the policies.
I called to make a dummy booking after the event and asked questions relating to wrapping, time, quotes and pre-payment, the information was different each time.
DO NOT USE UNDER ANY CIRCUMSTANCES!
Scam scam scam!

10/10! Booking friendly and good follow up. Guys on moving day were friendly and careful with furniture. Would definitely use again.