Kent Removals & Storage

4.5
based on 181 reviews

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181 reviews about Kent Removals & Storage

verified email - 14 Dec 2023

Appalling

Do not use Kent . In the day of the move, the packers didn’t come to complete packing up my elderly mother’s home . In turn, they got the inventory list wrong and items for storage were Instead delivered to the new address which then had to be reloaded on the truck and sent to storage . These items were then lost and 18 months later they have only located a few of them. The crew were rude and incompetent, the company has the worst communication known. Despite moving everything out of storage , they continued to invoice us for the full monthly charge for the ensuing 5 months . I have now spent the last 3 months going back and forward in trying to claim monies owed and return of lost items. Absolutely disgusting DO NOT USE KENT.

Approximate cost: $10000

verified email - 30 May 2023

What a disaster! We moved with a 20-ft shipping container from SA back home to VIC, and it was if Basil Fawlty was in charge.

Even with mistakes, it's not inevitable that a customer will end up dissatisfied (Richard Branson has a great quote about that). But we were promised "everything" would be done to fix all the problems, on a recorded call. And what's been done? NOTHING.

They're even refusing to repair an INSURED couch. Let alone failing to turn up or contact us on the day we were supposed to move in (our container wasn't even in VIC at that stage, despite Kent confirming the move half a day earlier and demanding access from 7am, yet we live 2 hours from their depot).

So many phone calls to chase them up, and so little response. Promises not kept. Rubbish left in our furniture from the uplift. Damaged items. Items that were unassembled during the uplift not reassembled when we moved in. Requiring us to spend HOURS getting quotes for repair, because they'll do "everything" to fix things -- and a flat-out refusal after wasting all of that time. Even needing one of us WORK on the day they moved us in (managing their iPad and inventory list).

That's about as unprofessional as I can imagine for the thousands we paid. Extremely disappointed, not only in the service, but the failed promises.

25 Aug 2022

Great service did the job in no time.

verified email - 23 Mar 2022

The team who performed my move were great, they were friendly and professional and worked smoothly moving all my furniture to my new home. The people in the office were also a big help answering all my questions.

verified email - 16 Dec 2021

I actually believed I was dealing with a professional organisation until it came to delivery. Email after email went unanswered with me in a house in South Australia with nothing, not a stick of furniture, no bed, blanket, nothing! One email did arrive asking me to update my address but no indication of a delivery date, no explanation given as to where my load was. Finally, today after me posting a message they stirred their stumps and gave me an address to contact them. Shortly after the manager of the Albury/Wodonga facility did phone me with a date, 22nd Dec!!! And why is it going to take so long, well Adelaide are busy and Peterborough is a long way!!! Did the manager not factor these two issues into the equation when he gave me the quote and gave me the assurance that I would be promptly contacted (which never happened) regarding a timely delivery and did I not pay for the delivery all the way to Peterborough?

I suggested that they should pay for alternative accommodation for me, that sadly was never addressed, so I shell out for meals, pillows, blankets, mop, bucket, broom etc which I simply cannot do without.

Do not deal with these people, they have no concept of customer care, they promise the earth yet fail to deliver.

verified email - 13 Sep 2021

All well and good until they take your stuff then hold it hostage when they hit you with thousands of extra dollars in container fees. They then give you a bunch of excuses about “it can’t be helped” and “we can just change our prices [redacted words]”.

05 Aug 2021

We would definitely recommend Kent removalists. They arrived on time and worked solidly as a team until everything was carefully loaded. Very professional.

22 Jul 2021

We had Basil & Jack help us move. They are quick, efficient and happy to go extra mile to keep the customer happy. Highly recommended them. Once again thank you guys.

Approximate cost: $210

verified email - 05 May 2021

Can’t recommend them due to item damage and the insurance being a one-sided affair. After a long wait for our quite expensive, custom made special order long rustic timber dining table, it was picked up from the supplier by Kent Albury-Wodonga to be delivered to us in Qld. Two or 3 weeks later, we hadn’t heard anything and chased it up, and finally got an apologetic phone call to say that the job had been “lost” somehow and the table had been sitting in the depot all the time. They got the shipment going and it finally arrived a week later. When the truck backed up, as soon as the guys removed the covers from it, I could see a huge bow in the beautiful table. We got it into the house and contacted the furniture manufacturer who was gutted. He reassured us that he’s made heaps of these tables and they’re rock solid. He said it couldn’t have bowed that much unless it had had very heavy items stacked or dropped on it. On further inspection, as well as the bowing, the edges of the table top could be moved up and down a bit, the legs could be moved and two of them had rope marks on them, and some of the main table boards had become misaligned. The supplier had paid the extra for insurance so he submitted a claim, and it took ages for anything to be done. We and he kept chasing it up and finally Kent said that they’d be getting a furniture expert to come and have a look at it as part of the process. They selected and contacted the expert, who was a Brisbane furniture restorer, who enjoyed a nice ride up here into the hills on his motorbike, and who seemed to have made his mind up about the table before he had even seen it. It was quite unprofessional - the guy stood and talked and criticised the table’s structure in a detached uninterested way. He honestly didn’t even seem interested in looking closely at it until I started pointing things out and asking questions. Along the way I asked about the company handling the insurance claim and he let slip that Kent doesn’t use an insurer - they have their own insurance arm. I was pretty shocked as it seems all one sided. Not long after, the supplier was told by Kent that they’d declined the claim as the table “wasn’t properly constructed” and that “it should have a centre leg”. The supplier was again gutted, as were we on his behalf. We can’t have any proof of what was done with the table while it was in Kent’s care, so it’s their word against ours that the table was mishandled. And then the insurance process is totally one sided, with Kent selecting an assessor themselves and making their own decision about whether they will compensate for the loss. So the poor furniture manufacturer, himself an expert with long experience in making many such items, after all the weeks of work and expense to make the table, managing a bespoke small business, doesn’t have any recourse and was left totally liable. He has offered to make us another table, or refund the money, which is incredibly generous of him as he’s a person of principle, whose dealings are open and transparent and he does the right thing by his customers, unlike Kent. But it’s not at all fair on him, or on us.

Approximate cost: $710

verified email - 13 Apr 2021

Totally unprofessional!
When I booked with the Kent Melbourne branch.
I specifically advised the booking agent, Jay, that we needed to be out of the property by 11.30 am at the latest as the new owners had their trucks arriving at that time to move in.
Jay advised that yes this would be done and that the removals trucks would be at our premises between 7.00 and 7.30 am.
The trucks finally arrived at 10.15am
The driver said they were late due to the trucks not being ready at the depot.
That there was no petrol in the trucks so they stopped to refuel on the way.
That when they presented the petrol card they were told there are no funds in the account.
That they were unable to get in contact with their boss for over 50 minutes and had to wait at service station until he put funds into the card.
That one of the trucks got lost on the way.
They finally arrived at 10.15am taking another 15 minutes to get their trucks into loading positions.
10.30 am they started loading.
Part way into the loading, one of the workers received a text message saying that his wage structure had changed.
The guy began swearing and cursing loudly and said
he was not going to continue to work until the issue was sorted out. He and one of the other workers had an intense and confronting face off with abusive language, shoving and a near fight ensuing over the issue.
As a result our move was held up another 20 minutes until they seemed to resolve the problem.
As a woman on my own at the time it was terrifying to see these guys have a go at each other and distressing to see them continue to bicker through put rest of the move.
The loading finished at 3.15 pm
Meanwhile the new owner of the property had his trucks waiting since 11.30 am.
We have since received bill of $1,400 for his stand down time and the fact that one of his trucks had to come back next day as it was too late to unload that night.
The workers on the day are not to blame, I believe they have been treated very poorly by their appallingly unprofessional management.
Shame on you!

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