Extra Mile Movers

December 2016
Simple pickup then delivery 3km away.
- team (one short) turned up three hours late.
- worked 50% of time (rest on phones)
- took inordinate breaks
- Loaded one truck (the same number of men delivered two truck loads one year earlier)
- on delivery demanded payment in front
- then refused to deliver goods down the stairs.
- damaged many items (zero regard for care)
- rude, threatening, insulting
- I and neighbours in the street called the police to resolve the dispute.

Summary
- no care
- did not fulfill job
- overcharged
- under delivered
- lots of damage
- theft of some goods.

Conclusion
- use at your peril

- https://www.finance.nsw.gov.au/about-us/media-releases/public-warning-do-not-deal-extra-mile-movers

My job was booked on the 23.11.2016 for pick up from Werrington NSW on 10.12.2016 and delivery to Brisbane QLD on Sunday the 11.12.2016.

I called the office on Friday 09.12.2016 and re-confirmed the job, pick up time and items being collected (as per the online quote guide offered by your company)
I was assured by the representative that the pick-up would be completed Saturday 10.12.2016 (mid-Morning) and that the truck that was being sent was more than enough for the items listed on the quote
At the time of this call I advised the representative that I would not be there on the day but that my mother would be, which the representative assured me that all would be ok and not to worry

On the day of pick up (Saturday 10.12.2016) we had limited to no contact from the company.
My mum (A 63 year old lady) called continually trying to get a time of pick up.
During the course of the day she was told a number of things (truck was in for a minor repair, truck was on its way, truck would be there before lunch)
My mum waited at the pick-up location ALL day !!!!
The “emergency” contact number of 0434 158 955 was not answered on numerous occasions

At approx. 6.00pm QLD time I was contacted by the driver to advise that the pick-up would not be occurring that day and instead he would pick up Sunday (11.12.2016) and delivered Monday (12.12.2016)
This is not what I booked or paid for !!
I attempted to explain this to the driver where I heard it wasn’t his fault he was given the job late ?!?
I also explained to the driver that I had nowhere to sleep in Brisbane and that I had in fact organised labour to help with the delivery on Sunday
The driver abruptly stated there was nothing he could do and the items would be delivered Monday
I explained to him this was NOT possible as I commenced my new job on the Monday

I eventually had to organise someone to go to the unit on the Monday as the driver was adamant that this when the goods were to be delivered (regardless of what I wanted as the paying customer)
I specifically asked to driver to call me with at least 1 hour notice BEFORE he arrived at my Brisbane address, so that I could organise with the building manager for them to put the move skirts on the elevators and the person (my representative) to come and let them in
Again this was not completed with the driver calling me when he was just 5 mins away
This involved a very annoyed building manager and the person coming to let them in (a new mum with a 4 week old baby) to now need to rush getting to the new apartment
The person who acted as my rep on the day at the drop of the location stated it was the worst experience from a removal company she has ever experienced (and she has moved 5 times in the last 7 years), she cited the drivers continually spoke another dialect when she asked them something and one of the removalist smelt of human faeces (not want you want your 4 week old daughter around!)

When I arrived home I was left speechless as to how the items were placed in my apartment
A metal bed frame up against a brand new wall with the rest of the bed lent against this (this resulted in a dented and scratched wall, which will cost me my bond of $2,000)
Pot and Pan boxes on top of glassware boxes clearly marked fragile
Damaged items with the majority of all large items scratched and marked
An antique side board scratched and mirror broken
Although I can acknowledge that items can be damaged in a move the quantity and level of damages are not just your average removalist damage

Missing items that were CLEARLY noted on the quote (outdoor dining table and chairs)
I now have NOTHING to sit on in my apartment until I can organise to get them delivered.
My mother (who was at the pick-up location) continually told the driver about these items and yet he advised there was no room? The truck was less than half full ????

Moving is one of the top 3 stresses of life and I was assured by the company that everything would be fine and it was anything but

DO NOT USE THIS COMPANY

READ BEFORE BOOKING!
I made a decision to save by using Extra Mile Movers to move from Brisbane to Sydney. The move was booked in for a Friday between 12-2pm to be delivered to Sydney by Saturday.
At 12pm on Friday I received a call form the driver " I can not pick your things up today, it will be tomorrow."
This was obviously a stressful moment with my 3 young kids now having their beds packed up, fridge off and ready to go, toys all packed away.... When I called the office it took them 2 hours to finally come back to me and say there was nothing they could do. I demanded for accomodation to be covered for the next 2 nights to which they hesitantly accepted.
Finally the next day 4 hours after I was told they would arrive they finally came to start packing up my items.
Towards the end of packing the truck the driver said to me "Just a heads up that you will be hit up to pay more as it is 10 cubic metres over your quoted price".
When my items arrived in Sydney and had started to be unpacked I received a call to make my payment over the phone. I advised they when I made the booking I would have 3 days to make my payment... anyway either way I didn't have a problem making the payment there and then. At that stage [Redacted name] said to me because of the mix up we will take away the extra payment of the 10 cubic square metres over which was an extra $1000. It was at this stage I knew how the "cheap" serviced worked. Get the booking at a cheaper price then all other competitors and then hit them up for more at the end. I then had to remind them of the accomodation they agreed to pay to be deducted from my invoice. I paid the invoice and then the removals continued to unpack the truck as they had STOPPED until the payment was made.
Towards the end of the unpacking my dinner table had been removed from the truck BROKEN with the legs fallen off... a $1500 dinner table! The removals immediately blamed me for breaking the legs although they packed multiple heavy items on top of this table. The driver said "I can fix it" starting to hit the bolts back into place (I filmed this as I did not agree and they didn't listen when I said stop!).
I called [Redacted name] to ask how it works when I need to make a claim on broken items. He advised me that "you can fill it in on the invoice when I get it from the driver at the end." He then contacted the driver and the driver clearly told him that it was all my fault the table had broken. [Redacted name] then contacted me back advising me that they will not be covering the table and that if I wanted them to do so I would have to pay the $1000 extra for the 10 cubic metres that they had already agreed was taken from the invoice due to the original 24 hour delay. I advised that wouldn't be the case and I expect to be given the claim form. The drivers then stopped unloading the truck and I was advised that if I don't pay the $1000 extra my items would remain on the truck until I do so! WHAT A JOKE!
At this stage there was a face off with myself and the driver to which he agreed with ME and thought it was unfair what was happening but he had to do what he was told.
I was given an ultimatum to either pay the $1000 or send an email agreeing that I would take full responsibility for the damage to the table... It was now 8pm at night and I had just completed the drive from Brisbane to Sydney myself, so I sent the email.
I thought the only way I can get just is to inform other people to NOT USE this incompetent, untrustworthy, BULLYING company!

As an update. Extra Mile Movers have responded to my concerns over how our move was handled. They have refunded us the cost of moving our piano.
They promised a 16 tonne truck and a full, professional service. They turned up with three small guys, and a 12 tonne truck. They kept borrowing gear from me. They didn't remove all my furniture, only 3/4 of my house contents, leaving the rest at my sold property. When they arrived at my new house, they then tried to stand over me and demand cash payment BEFORE they unpacked my belongings from their truck. I had to call the police to intervene. I paid them for the amount they origionaly quoted plus an extra hour. They promised to return to my house to finish the job, instead they disappeared, never to be seen again. They're a call centre who subcontract work out. Extra Mile Movers have apologised for the poor service, and have informed me they have made changes to their staff and improved their practices and services since my move.

Disaster, Disaster, Disaster. Supposed to pick up at 12am, no phone calls I had to keep ringing to find out what the delay was. They turned up at 11.40 PM and expected us to stay up all night while they loaded for 8 hours.Then they decided the truck was to small even though we had 5 months earlier moved with another quality removal company and gave them the exact load size. They said we would have to pay an extra $3000.00 for another truck. We sent them away and demanded our deposit back, that never happened. We engaged a local company and had great service and fitted it all in with what we said we had. This company is a disgrace

Shocking experience. Gave a detailed outline of the property (Two Bed Unit) and in the first hour they moved one fridge and one washing machine, and the unit block had two serviceable lifts to use.

Were to arrive between 8am and 9am, call at 8:50am to say they will be an hour and arrived at 10:10am - so let's say 90 minutes late.

Quoted
* Free Plastic Wrap - not used or supplied on the day
* Free Boxes - arrived with none
* Free Packing Service for Bulky Goods - refused to move anything not in boxes or bags or what was furniture.

Packed a 6 tonne truck in a fashion that could only accommodate 2 queen beds, 2 sofas, 2 arm chairs, one desk, one coffee table, one TV, one TV table, 20 10kg boxes and about 30 shopping bags, that were not a priority, as the men were instructed to focus on the larger furniture.

Quoted a rate and have now overcharged (minimal, but still overcharged), with justification that they needed to charge a merchants fee on the credit card payment, which is now unlawful if excessive (4%, which is well over double the legal amount)

When called to complain about the rate at which the guys were working, the person who took the call said, "You are insured, so what is the problem?"

Only one of the men was uniformed and the truck was not labelled as from Extra Mile Movers.

Credit the guy were nice guys, but the whole experience has left a very sour taste in my mouth and I have lodged a complaint with Fair Trading after the manager did not call or correspond with me today.

Also, if they claim to have 12 years experience in this market, how come your ABN has only been registered since 2015. Length a company has existed can show if there has been issues, let alone experience.

Maybe I was a sucker for their cheap rate, and have now been bitten on the bum. Please do a thorough due diligence before engaging Extra Mile Movers.

Entry 13th October
Further to my comments above and I have yet to get any feedback from the management regarding my complaints regarding the overcharging and lack of transparency. I also have noticed that the driver that provided my 'services' on Monday 10th October has provided a 5-Star Google review. What does this say for the credibility of this business?

I was a fool.

Entry 16th October
I am still to hear from the management of this organisation regarding my complaint. Continuing evidence that they are unresponsive, unprofessional and that customer satisfaction is not their priority.

Unprofessional and Unreliable. [redacted due to inflammatory statement]
I hired these guys to move me to Albury from Sydney. What was suppose to be a simple job ended up being an expensive nightmare.
On pick up they told me that they wouldn't be delivering when originally organised. I had to find someone ASAP to get to my new house 6 hours away to let them in. Upon delivery they demanded payment but I was uncontactable and they took my things to Melbourne and were holding them ransome for an extra unexplained $1000.
I managed to negotiate a lesser "penalty rate" and then waited a week for my things.
What once again should have been a simple afternoon delivery ended up being a 2:30 am delivery where the driver told me I had to pay an extra $1750. When I told him I had already paid and offered to show him the payment proof he bolted without a word in the truck with my things.
Eventually he calmed down and came back and delivered finishing at 4am. The driver was hardly understandable, erratic and on the edge the whole delivery. I am lucky I asked a colleague to come to my house as I would have felt threatened and unsafe if I was alone.
The girls on the phones are very polite however the [redacted due to personal identifier] behind the scenes are rude. Watch out these guys avoid putting anything in writing so you have no leg to stand on.
DONOT go near these cowboys. I'm heading to Fair Trading and I hope that karma comes around and bites these guys.
What a nightmare, utterly disgusting way to run a business.

Avoid Avoid - this company is unprofessional , and let me down . I wish I'd believed the bad reviews . They kept promising to turn up , but never did . Impossible to get hold of , kept me waiting for two days , and in the end I went with a more expensive but reputable company - who were more expensive but great . Xtra Mile Movers kept my $500 deposit and refused to return it even though they did nothing to deserve it ..... So many promises , but they never showed . The interstate move cost me days of wasted money , time and stress . I have referred them to Office of Fair Trading NSW . Please don't make the same mistake  

1 bedroom from Sydney to Melbourne, storage for a month then moving again from storage to apartment.

Hours late every step of the way, not just 1 or 2 but 4-7 hours. Had to reschedule time and time again. Removalists were terrible and unprofessional, all our furniture got damaged, even our cushions which we took the effort of buying plastic and covering each one individually got covered in dirt and grease because for some stupid reason they decided to would be a good idea to remove all the plastic!! They even managed to damage one of our paintings which I had taken off the frame, carefully wrapped and put inside a shipping tube for safekeeping by somehow cutting off both sides of the tube and getting it covered in dirt and water! The bike ended up rusty, the boxes with the glass where placed upside down and completely squashed at the very bottom of the pile.

Later we even found out that our stuff wasn't even in a storage facility in Melbourne! They just had all of our stuff in the back of a truck travelling back and forth all over Australia! We only found out because the last delivery guy we had who was sympathetic told us that he was just given the truck with all our stuff thrown in the back and told to continue his deliveries.

Multiple times they tried to charge me more than what was quoted, I had to treaten to call the police over and over. The only saving grace was that the girls in the main office were nice and understanding but unfortunately they're not capable of doing anything, and are largely unaware of what's actually going on.

It's honestly a miracle that we even got our stuff back although we did end up with a few other people's boxes...

Also making this anonymous so I don't get the 2 people that was kind to me in trouble. The girl in the office and one of the last delivery guys.

Moved from sydney to tamworth 5hours ,Had a great experience with these guys , Sam especially was fantastic , he even helped me pack my car after the truck was loaded , we had one breakage which was a picture frame and it was only because it was raining and they slipped over on my wet tiles and they owned up straight away and were very apologetic so it wasn't a bother , I'm sure it depends on the people you get but I would use them again based on this experience.

The move from start to finish was a awful. The removalists rocked up at our apartment at 5.30pm on a Friday night and took 5 hours to pack our things into the truck (2 bed apartment).One of the men had a limp and struggled with furniture, and they both refused to let us help. We had already bubble wrapped everything and taped all boxes and even had our belongings ready and waiting on the landing at our apartment. Prior to this, we sent through an itemised excel spreadsheet of every single item we owned so we could get an accurate quote. When they arrived, they advised if things take longer, they'll charge more. 5 hours later they are still going and disrupting the tenants in the building at 10.30pm at night. No communication during the day as to when they would show up. My partner had to then cancel his flights, book new flights the following morning, rearrange the cleaners on short notice and extend car hire - all more money wasted.

They advised they would deliver the furniture to our new apartment in Sydney 'during the day' - it got to 4pm, we called and they said another hour. 5pm we called back, another hour. 6pm we called back and they said another 40 minutes! By this stage we were furious and advised it was too late in the evening to disrupt the tenants living in the apartment complex and to schedule the move for first thing in the morning. That flat out refused and told us it would cost us $99p/hr for every hour in storage for that night. We gave in and they showed up after 7pm.

At this point, they added $500 to the quote! Which we had to pay upfront before they would unload our belongings. This is an absolute criminal act. They said to pay up, or again, they would take our things to storage and the costs would be much more expensive the following day. We gave in, it was late and they started to unload. It took 90 minutes. 90 minutes!! When it took 5 hours to pack! (when we already had everything wrapped up and protected). And needless to say, they didn't mind us helping to unload when they already had been paid. Anything to get their money and get away quicker, not before ripping us off.

This company is criminal. Its disgusting the way we were treated and by the looks of all these reviews, we are not alone! We have reported them to Fair trading NSW and will take them to small claims court.

It was a terrible experience and we honestly thought that companies like this did not operate in Australia.

Don't be fooled by the website and don't be fooled by the quote. The terms and conditions on their website are also different to the ones they send through after you have paid your deposit.

Please DO NOT USE this company.

We opted for a Sydney to Melbourne move including full packing plus backload transport service with these guys. Big Mistake! Our experience:

- No sense of punctuality or professionalism (drivers asked us to take delivery at 3 am in the morning after delaying it constantly since the previous arvo).

- Didn't bring enough boxes and complained about excess stuff. This is after their consultant did a physical home visit and provided a quote on the stuff upon checking everything.

- They hire sub-contractors (irrespective of whatever they tell you) who work back-to-back jobs for days in a row and are visibly exhausted, ultimately impacting how they handle your stuff. They even ended up calling random friends/family after one of their contractors claimed to 'have an exam the next day'.

- Damages: Massive cracks across TV screen, one panel for the chest of drawers broken, multiple dents/scratches on the refrigerator & bed, tower fan remote missing and numerous small broken items that arn't even worth mentioning in the scheme of things but add up significantly.

- Did manage to claim a minor portion of our damages, only because we hadn't paid in full before delivery. Turned out to be a blessing as they would've just refused to entertain anything if the payment was made in full.

- Faced repeated harassment on the phone while we took a week to assess damages. They even sent a person to our door unannounced as a scare tactic.

If you think moving home is stressful, try moving with these guys- will give you a whole new benchmark for stress levels. They claim to be operational since 15+ years but the way they handled our stuff proves otherwise. The ABN seems to be registered in Feb 15 too. The quote they provide might be cheaper than most other people but you end up paying with your stuff & immense amount of stress. I'd stay away! Feel free to contact me for more details and/or pictures of our damages.