Lack of Transparency Around Fees and Aftercare
We used Remtra Ltd for a house move on 19 December, which later became more complicated when our purchase fell through and our belongings had to remain in storage until 9 April.
To be fair, the company was flexible in accommodating the storage at short notice. However, the problems began when arranging delivery to our new home.
Before agreeing to storage, I specifically asked what the additional cost would be once we were ready to move in and was told over the phone that it would be “just the storage fee.” No written quote or breakdown was provided for any further moving costs.
Two days before the move-in, we then received an unexpected invoice charging almost a full removals fee again, despite the move only being from storage to a nearby property and not including packing or dismantling services.
I could understand there being some additional fees beyond the agreed storage costs, however the scale of the charge was never explained, quoted in writing, or agreed in advance. We attempted to discuss this on the day, however we were told our belongings would not be unloaded until the remaining balance was paid, which created a very uncomfortable situation.
I will say the moving team themselves were polite and professional throughout.
Unfortunately, after the move we discovered that our microwave had been damaged and left unusable due to damage to the door and hinges. Despite multiple attempts to contact the owner afterwards, we received no response and the damage was never acknowledged.
The company also states that its services are fully insured, however we were never provided with any insurance information, claim process, or claim forms despite trying to contact the owner regarding the damage.
Overall, while this company may be suitable for straightforward moves, our experience when complications arose was extremely disappointing. The biggest issue was the lack of transparency around charges, poor communication, and the complete lack of aftercare once problems were raised.
As the company had very little online review presence when we booked, I felt it was important to leave an honest account of our experience so others can make an informed decision.