iMove

Absolutely terrible DO NOT USE EVER. My 18 years old daughter moved from Brisbane to Sydney. She called to change the date as apartment became available earlier from April to March but while they changed the day they kept it in April. Then they said they said they can do pick up 25th and drop of 28 on Friday. Today at noon the driver called and said he is still in Syndey and his track is broken (going through the reviews, seems to be a theme) and they will come tomorrow. When we booked we clearly stated that the building policy does not allow for movers on weekend – in writing. So we asked to deliver on weekdays. They said they deliver when they ready with 30 minutes notice and if she is not there they will take it back to NSW and charge her for redelivery and 150 a day storage until they have a slot for delivery. I called and explained, that she is in the apartment without anything and she cannot accept by law delivery tomorrow . [Name Removed] said that’s terms and conditions and the only solution she can offer as it certainly is not their fault that the track broke . I again explained legally we cannot accept it on weekend and as per communication it can only happened within business hours. I aske to talk to someone who is willing to work on solution, [Name Removed] said there is no one else. When I said I can clearly hear other people she said she will put me on hold and check. That happened twice still with no solution. The she said she will call back and never did. I sent emails to info@i-move.com.au and got a response (not sure from whom as they do not sign the emails) : Hi Anna, Thank you for your email. We sincerely apologize for the delay. We understand the frustration this has caused, especially given that we had promised to deliver before the weekend. However, in your case, the truck did not simply change its delivery schedule — it physically broke down, which was beyond our control. Unfortunately, even if we send another truck, we are unable to deliver tomorrow due to the circumstances. As outlined in our terms and conditions, delays can occur due to unforeseen events such as truck breakdowns or inspections, which we truly regret. If you would like, I can resend the terms and conditions for your reference. Given the urgency of your situation, we strongly advise that you arrange alternative storage for your belongings by today, to ensure the truck has a place to deliver to when it arrives. Once again, we apologize for the inconvenience and appreciate your understanding. Replied with below and got : Thank you for you email . If i read it correctly below in green you are unable to deliver tomorrow. can you please let us know when you are able to deliver. Legally, by sending the quote after we informed you in writing about the condition of weekdays only deliveries, that formed the basis of the contract - assume will be talking to lawyers on that? As to your recognition of the urgency of the situation , it is hard for us to arrange for the storage without indication of when the delivery will come? thank you kind regards Anna To which they responded: Thank you for your email. I apologize for the confusion—there was an error in the message. It should have stated that we are unable to deliver until tomorrow. In the meantime, could you please arrange for a storage facility where our crew can deliver your items? This will help ensure we can complete the delivery tomorrow. Additionally, the crew will give you a call an hour prior to their arrival. Kind Regards. Sent 3 emails after and tried to call to understand what is actually happening tomorrow and no response. My daughter is in empty apartment with two cats that arrived and we actually do not know what is happening when they delivering, no customer service, no care, no human empathy – we do not know when we get things and how much it will costs her. Unbelievable stress zero car and ownership from them – all I hears is terms and conditions and send the email to info@ if you have any complaints. We just do not know what do do. will try to get a ticket and fly tomorrow to find solution there, but do not understand how a company like this can operate like that.

I recently booked I-move to handle my interstate move from New South Wales to Queensland. While I was initially hopeful that the company would provide a smooth and reliable service, my experience left me frustrated and disappointed. The company canceled my original booking and proposed an alternative date that unfortunately didn’t work for me. While I understand that unforeseen circumstances can arise, I was surprised when I-move insisted on offering me a refund minus a cancellation fee, despite the fact that the cancellation was entirely their fault and the alternative date was not suitable for my needs. When I reached out to customer service for clarification and to resolve the issue, the representative, while doing their job, showed no regard for Australian Consumer Law. Rather than helping to find an amicable solution, the representative became combative during our conversation, making it difficult to discuss the matter productively. After seeking guidance from legal professionals and reviewing my rights under Australian Consumer Law, I discovered that, in cases like this, I am entitled to a full refund without any cancellation fees. Unfortunately, I-move did not honor this, and I had to escalate the situation in order to seek a resolution. What to Watch Out For: If your booking is canceled by I-move, make sure you fully understand your rights under Australian Consumer Law, particularly in terms of receiving a full refund without fees. Be cautious of any deductions for cancellation fees, especially if the change in date or cancellation is due to their fault. If you find yourself in a similar situation, don’t hesitate to seek advice from consumer protection agencies like NSW Fair Trading or the ACCC. While I hope this was just a rare misstep on their part, I believe it’s important for other consumers to be aware of potential pitfalls when booking services with I-move. It’s disappointing that a company that should be focused on customer service can cause such stress and confusion when things go wrong. I sincerely hope that I-move will improve their customer service and business practices to avoid similar situations for others in the future.

I would rate this company less than one star if that were an option. I have moved over 20 times in my life and never have I experienced such an horrendous situation before. Rather than going with the uncertainty of a backload I decided to pay the additional $1000 to have the entire truck dedicated to my move from Melbourne to the Central West NSW so as I had some control over timeframes. I booked for the pickup to commence between 9 & 10am. I received a call from the company a couple of days prior asking if they could come at 8am instead, I agreed to this. When the truck had failed to arrive by 10.30 I placed a call to the office and they advised that the truck had been delayed by the RMS near the border, but they were back underway and would be with me in 2.5 - 3 hours and that the driver would call when he was an hour out. I heard nothing more and again rang the office at 1pm to be told that the driver was going to call me straight away. I waited 15 minutes before again calling the office at which time they gave me the drivers number. Upon calling the driver directly I was informed that he was 2 hours away and would call me again when he was an hour away. Knowing I had a 5 hour drive to my accommodation for the night I was becoming very frustrated with the constant delays and what appeared to be lying about where the truck was. Having heard nothing by 3pm I called the driver once again only to be informed that he was still 2-3hours away. I have to assume that either the earlier timeframes were lies or they had stopped somewhere for lunch and a nap. Feeling extremely frustrated and anxious I called the office at which time [Name Removed] apologised for all that had gone wrong and advised that they would be making a good will gesture and refunding some of what it had paid as a way of showing how sorry they were, this was 8 days ago and despite an email from me there has been no “goodwill” payment received. In order to be able to reach my accommodation before late checkin closed at 11pm [Name Removed] suggested I leave my house keys in the electrical box and she would have them call me when they got there and send photos once the truck was packed so as I would know everything was loaded. The truck didn’t arrive until 7.30pm and there were numerous phone calls and texts from me trying to make sure that everything was loaded. I finally received a phone all at 11.30pm to tell me they were done, but there were no pictures, so I had to take their word for it that they had loaded everything. Delivery was a repeat of the pick up, with an initial time of 12noon being given and an eventual arrival time of 7.30pm. They did encounter a flat tire so I have no issue cutting them some slack for that but 7.5hours is a long time for changing a tyre. I’m not even going to go into the attitude encountered during the unloading and can only say thank goodness for my Son in law and grandson being there otherwise everything would have just been shoved into the garage, a number of items were broken, and watching the lack of care and respect given to my property during the unloading I consider myself lucky that any of my things made it safely. This is one move I will never forget and I wouldn’t wish this experience on my worst enemy. Do yourself a favour, steer clear of this company and find yourself another company who care about what they do and their customers.

Van arrived on time. As on short Notice I was charged $6,000 for a move from NSW to Brisbane. I had packed everything myself, the Driver and his ‘Mate’ could barely speak a word of English. Despite it being 11am, the Driver INSISTED (with just the following words:) “You be there (Brisbane) 5am” I repeatedly told him it would take me 2 days to drive up. Same answer. Eventually, I was told, “Leave key top Mailbox”. I repeatedly explained that I wouldn’t get any keys until I had signed my Lease and pay the Bond cheque. The only thing the Driver would. Continue to say was “You get there 5am?” NO. “You leave key on Mailbox”. NO. In the end I had to ring the Office and tell them, after an hour of non-communication with the Driver, I was getting nowhere. Thankfully, the Office lady rang the Retirement Village where I was going to and arranged for the female manager of the Village to come in early, and let them in. 2 days later, after Driving many thousands of klms, I arrived to an angry Village Manager. She said that she had been woken at dawn by a phone call to say that the Removal Van was waiting. Fast forward the next day, I arrive and after signing my Lease, was told “You are not going to be happy!!” I was taken to my Unit (which was very small compared to what I had left - I had to take it sight unseen) but when my new front door was opened, my 2 bedroom Unit’s worth if goods, were stacked ceiling high, on top of each other. My fridge/freezer was at the back with a large amount of furniture and boxes, TVs etc, all in one massive PILE. When they couldn’t fit any more in, they put the rest outside in the tiny concrete area at the back, where it had rained. As an elderly woman, completely on my own, I had no option but to ring iMove and was told they would send 2 men round the following day to move everything in place. 2 men turned up, very little English, pushed THE PILE into two corners and put together my 3-Seater Setter. I now had a sort of pathway to get through into the bedroom a bit easier, but after 20 minutes and 1 lounge, they left, leaving me to try and push heavy cupboards, TV stand, heavy boxes, SO MUCH into place or stood on end if there was not room for what I had brought (not the Removalists fault. I had no idea the Unit was so small. For $6000 (and I’m only a Pensioner and had to borrow the money) this was THE worst Removal I have had (and in my adult life I have moved 43 times!!). So, iMove: TEACH YOUR WORKERS AT LEADT BASIC ENGLISH BEFIRE LETTING THEM OUT DRIVING/ MOVING: And what an ABSOLUTELY DISGRACEFUL WAY TO DUMP A WHOLE HOUSE LOAD (yes there was a few things which wouldn’t fit) ON TOP IF EACH ITHER REACHING TO THE CEILING AND LEAVING THE REST OUTSIDE TO GET WET. Over the course of the next week ir so, I was constanly find things missing. One valuable Collectors item, amonst quite a few other things. When I rang to complain, I was abruptly told that “The Van left my new Unit completely empty.” HOW WOULD SHE KNOW?? She never even offered to Investigate or try and locate my missing items!! End of. No compensation, I tried to give her a z list of what I’d noticed missis to date, she refused and repeated that the van had left my Unit empty. SO, Anyone looking for a Removals Company, for ANY amount of belongings, AVOID ‘iMove’ AT ALL COSTS. Hire a couple of Donkeys and strap your goods onto their backs. You’d get a better outcome!!!

I used their services in moving interstate. Highly recommended and will use them again The job was from Sydney to Brisbane and moving a 1 bedroom worth of items. They arrived exactly when they said - perfect job

At first iMove seemed like a decent company to book with, however, they have tried to deceptively take more money from us than the original quoted. Firstly, their online system is flawed and had overcharged me. I removed several big ticket items off the list, however, instead of removing them, the system had doubled them and increased the overall amount. If I had not been diligent about my list, I would have been overcharged. There was no way to remove these duplications online and I needed to call the office to have them manually remove the duplicated items and update the total. I had booked 42m2 for the move and then on the day of the move, one of the movers (who was quite rude) said that they needed to charge me an extra 5m2, total of 47m2. As this is on the DAY OF THE MOVE, you pay, as you need it done and you trust them to know their stuff. My items were being moved to a storage cage, given a storage cage was only 40m2 and now I supposedly had 47m2 of stuff, I booked an additional storage cage. When the removalists got to the Storage Cage, everything fit in 1 x 40m2 storage cage with room to spare. I had to cancel the second storage cage (which cost me). This meant that there was no way the truck carried 47m2, everything fit into 1 x 40m2 cage. Absolute scammers. Beware, they will charge you extra on the day even if you have LESS THAN what you originally booked. In addition to this, they offered complimentary mattress wrapping to protect my mattresses during transit and storage. I phoned to confirm they offered this and they assured me they offer mattress wrapping on the day. On the day, THEY DID NOT WRAP my mattresses as promised! The mattresses (including my kids' brand new mattresses) were dragged across the truck then moved into storage without any protection. If I had known they were NOT going to deliver on what they promised, I would have organised wrapping myself! I am extremely dissapointed with this, I phoned them to check whether I needed to wrap our mattresses and they assured us they provided mattress wrapping. Now my mattresses are in storage with no protection and are dirty from the move. When I phoned up iMove with the information above, including the fact they did not wrap mattresses as promised they said "sorry, but the wrapping was complimentary anyway". That is besides the point. If you offer something, do it. I could have arranged wrapping myself and avoided damaging my mattresses. Terrible customer service. I am requesting a refund of the additional charge of 5m2 that was taken from me on the day. Do not book with this company.

Ammar and Norman were terrific! Everything is ‘Easy / Not a problem’. They had a great positive approach to all challenges - and communicated any questions as needed. They helped us on the second load of Our move from a 4 bedroom house in Sydney to Alstonville. Thanks guys!

Norman and Ammar were so professional, polite and considerate. Nothing was too much trouble for them, including moving things around, assembling furniture, being very careful of new floors and paint and wrapping up the items of furniture well before moving. I was super impressed. Thank you