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Reviews
“More then happy with the service”
Quickly arranged, super communication skills with staff.efficient drop off of furniture, everything handled with care, nothing was too much troublr
“Absolutely Awful experience - dont ever use”
Awful experience - late and then left half the goods and disappeared - left me facing fines etc for not completing the move on the date , still my goods in the house in breech of contract .......!!!!!!!!!! Dont go any where near this company please please please
Reply from Key Removals
We are sorry that you feel that our decision to send the driver home was not acceptable. Whilst he did explain and it was evident that he was ill towards the end of shift, we had a duty to adhere to Government Guidelines during this uncertain Coronavirus climate and had to minimise any potential doubt. As the only items left to move was the garden stuff and we were still waiting on your builders to unplumb the A/F/F the feeling on returning back would be feasible and was agreed. However when we did arrange to complete, it did not marry your schedule . We apologies for the inconvenience and we happy to look into your fines incurred. We assumed you was happy with the service, as the staff were tipped for the hardwork on the majority of the move.
“Already done this and it wouldn't post.”
My son had to help and I had to pay £65 more
Reply from Key Removals
Thanks for your feedback. We are sorry your experiencing difficulties in posting the review. Further to the additional charge, this was due to the carry at the new property from the parking of vehicle. This was not made apparent until the day of moving and a charge was agreed between both parties in light of help from your son. Should we been made aware of the long walk upon contract , then we could of supplied additional staff . This is in line with our T&C's.
“Excellent service !!!!!”
I decided to choose Key Removals to locate me despite their mixed reviews. I felt a bit paranoid because of the negative experience comments, however I was assured that the move will run smoothly and in which they kept their promise! I think the change in staff has helped! From the initial first phone call they were direct and accommodating. The collection was arranged at short notice and to suit my schedule and delivery was right on time. The storage floor was particularly difficult for them as lift access was the other end ,however the team worked as soldiers. When we got to new property there were ore challenges, however these were tackled in a flexible manner again. They were very careful with our items and with the furnishings/walls/wall paper in new house, this was the most important part of the moving for me and phew nothing was damaged! I am happy I gave this company a second chance to redeem their worth and I would recommend this company to anyone !!!
“Fantastic - highly recommended”
Milly was fantastic and guided us through every step of the process. The post move follow up was unexpected and certainly appreciated. We felt incredibly well looked after and think the value for money is excellent. Would highly recommend
“Definitely recommend”
These guys were amazing and very professional
“Best removals”
Key removals did a fantastic job moving my family. They were so helpful and friendly, I was so impressed with the service. I will definitely recommend them. Moving can be a stressful time but they made it easy from the start of the process. I can’t thank them enough!
“Definitely not an honest service”
Do not use this company. During the move, they rifled through our things and several items went missing including a gold christening necklace (the box remained), and my child's birthday money (this was reported to the police). They arrived very late on the day causing additional stress and the customer service was appalling. They refused to investigate the missing items. Do not trust.
Reply from Key Removals
It is disappointing to hear that you feel that we did not follow up the missing items, as an investigation was carried out. We are sorry that the outcome that you was hoping for was not achieved but written communication has been shared between us and we further explained that as we did not offer a packing service and in accordance to T&C's clause 5(A) The following items are excluded from the contract for removal: a) Jewellery, watches, trinkets, precious stones or metals, money, voucher/gift card, deeds, securities, stamps, coins or goods or collections of any similar kind. You agreed and signed that you was aware of this. We understand that it is frustrating when moving home and contents can be misplaced however we cannot be held responsible for items that we did not pack nor insured to move. This is coherent with most removal companies these days and with all our clients at the initial booking.
“Extortionate, threatening and unprofessional,”
I believe 'Key Removals' set out to extort money from me. The quote was £700, not including VAT more than a previous quote. I accepted this quote as the original quote no longer had availability for the date I required. I didn't know what time to expect the movers for the pre-load the day before the move. When the 3 people arrived Mark, Tony and Alfie they worked extremely hard and I was happy with what they did. Mark assured me they would be at my house at 9:00am the latest. Mark arrived at 10:40am alone. Whenever I tried phoning the office number and both mobile numbers I had for (Milly and Jay- no last names), (whom I had spoken to for the first time the day before, when he advised me that he was the person I should contact in regard to my move), I got no answer. I am not sure what time Jay joined Mark. At 7:30pm Jay told me that I had to pay the amount for the BACS payment plus £1,680 or my belongings would be put into storage, and I would have to more to retrieve them.
Reply from Key Removals
We know how stressful moving services can be and sometimes our clients need help with last-minute changes. Our 'estimated' quotes are sent by email to provide an indication, however it is not till we visit the property for a survey where we can provide a true cost. You agreed the charge and was happy to proceed. Further to pre load service, we tried to call you but had no answer, so we arrived at your property where you refused entry to the staff as you was still packing and had lots to do and needed us to return back at 2.30pm. On the day of move, you said you needed to be out by midday, which we honored, however you was still packing into boxes, and we had to wait for you complete till 5pm. This was not anticipated in the original quote as it rare for client completing to do this hence the reason why we was pre loading the day before. We did not complete working on your deliver till almost midnight,which was not part of the agreement.The suggestion of storage was made as too late
“Terrible”
Late on the first day, never used the bubble wrap, smoke weed outside the building, almost fight the concierge, took 3 days to complete a 8 hours job (according to their survey), didn’t assemble a single thing properly, damage some pieces of furniture....
Reply from Key Removals
You claim staff participated in unethical and illegal activities, however we received no reports of this from you in office or Police. We would like to highlight that Lewisham building you was moving from was very busy with many young people hanging around. Having a pack, load, dismantle , reassemble & delivery all in one day it would be a long day. Although upon the survey , you was happy to proceed but on the day you had time restrictions and advised to return back another day to reassemble which we honored. Furthermore you asked for us to move the wardrobes without dismantling however on the day this was not possible and we had to carry 5 floors down by stairs. This was not anticipated and therefore we needed extra time. Needless to say , we did not charge you extra for this additional service. Equally, as you were not there most of the day, concierge was unhappy that the lift was in constant use and residences were complaining as there were not given notice . It is a shame!
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Company location
Key Removals
The Centre Unit 8 Building
2 Sandwich Industrial Estate
Kent
CT13 9LY
United Kingdom
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