Trust Movers

We started well with 2 of us moving from the same house on consecutive days to different locations. My move went fairly smoothly although they left the legs off the bed behind and didn't pay attention to the clearly marked fragile boxes. It was mostly going into a container at the other end, even though I helped and directed as much as possible, the container needed a complete repack, boxes were toppling towers, heavy things on top, very unstable. Although the guys were friendly and chatty, they didn't have appear to have had any training. My sisters move was dreadful the next day, the truck was too small and badly packed, damage to a number of items as well. No care and no responsibility seems a good motto for (don't) Trust (them) Movers! We had to hire a trailer to move what they couldn't fit. The worst part was they couldn't locate her winz payment so insisted on being paid again. I have been ringing and emailing for 6 weeks to be reimbursed.When they finally acknowledged theyd had the payment from 5 days prior to the move they said it would take 7-11 working days to reimburse but 12 working days later I've rung them and, surprise surprise, they'll look into it and call me back...I'm still waiting!

Move size: 2 Bedroom Home Service cost: $2800

Disasterous move. Would have 0 stars if that was an option.

Very late arrival of a truck that was too small for the load, with no clear communication.I called informed the company the wrong sized truck had arrived, I was told the truck was the right size and the 3 men, very intimidating to a single woman started loading.

The way the truck was packed resulted in damage to several items. Also boxes, which were clearly marked as 'Fragile' 'Nothing on top please' and a different colour box were but at the bottom of heavy items including chests of drawers.

Bed heads had chunks of wood missing and wooden funiture was scratched and dented.

Soft furniture was marked and dirty with no moving blankets used to protect them. Hole in the trusk floor and very poor condition.

At the new address, mover damaged the walls, dented furnitue on railings which was really horrifying.

Then we had to make a second trip across AAuckland as the furniture did not fit in the truck (as I had said) and at peak hour traffic (due to their lateness (over 2 hours).

The invoice on the day did not reflect the quote. Damage is still needing to be addressed by the company for the damage done to the property. Kept being changed by the person on site ad later by the company.

Do not use this company! The worst moving experience I have ever had! Having to go through disputes process to try and get some accountability by the company.

Move size: 2 Bedroom Home Service cost: $1527

They took 3 hours to unpack a medium storage unit. Packed truck so poorly they were unable to pick up all of the load from 2nd location and then said they had another job to go to so WE, would have to organise another crew. They moved approximately 8 items up the stairs and the damage to the walls was almost not worth it. They then left everything else in the garage saying they were not told about it being 2 levels even though it was clearly listed on the email estimate. What was quoted as being $500 for an approximately 4hr job cost us the entire day due to having to get 2nd job and an additional $300. When did it become standard practice to move items from the back of a truck to the garage only. I have moved many times with other companies these guys had absolutely NO idea what they were doing I was flabbergasted at their lack of professionalism and absolute lack of accountability. We unfortunately had no choice choice in using this company as my daughter went through WINZ but if your reading this you do, so DO not trust these movers.

Move size: 3 Bedroom Home Service cost: $850

Had to complain to the Commerce Commission with these guys. I used this company to get a single couch moved in to my flat and they tipped it upright to get it through the door and broke a glass panel on my front door. It doesn’t take a genius to know when a different angle is needed and it is time to stop pushing... but apparently these ‘professionals’ are working on that.

What is worse, is that they refused to fix the damage they negligently caused when I repeatedly contacted them, and they only demanded I pay for the move first - are you kidding me? I spent three days arguing with them while my window remained open to the wind and rain and any person on the street could have put their hand through the hole and unlocked the door.

They also tried to increase my original invoice amount using late payment fees I had never agreed to and when payment was not due in the first place as their service was still not complete given that they had not fixed their damage. In the end I paid for the repair myself and only finally got them to waive my moving fee as compensation for the damage when I reported them to the Commerce Commission.

Don’t use these guys! It is not worth the hassle and drama.

If you make the mistake the using these guys and they do the same thing to you... make sure you report them to the Commerce Commission.

The Consumer Guarantees Act cannot be contracted out of no matter what terms and conditions the company has in their contract and it guarantees services are carried out with ‘reasonable care and skill’. Therefore all but the most minor of damage that could have happened to any skilled person is their responsibility to fix under the law.

Also, contracts require both parties to agree to be valid and if they try and add new terms and conditions on you after you agree to their quote - like the late fees they tried with me - this is also illegal.

If they try either of these illegal business practices on you just report it to the Commerce Commission by email.

Repeated complaints to the Commerce Commission by different people will lead to stiff penalties on them. You can also take them to the Disputes Tribunal to get compensation.

Move size: Partial Move Service cost: $200

I engaged Trust Movers in the hopes they could assist with a single bedroom move. I am a single lady who emailed prior to ensure they would be able to assist with dismantling and re assembling my bed along with what needed to be moved.

Apon arrival I was greeted by two men who advised they were there to assist, when it came time to dismantle the bed they asked me if I had any tools, I advised that this was part of the scope of work that was previously arranged and that this would not be an issue, in the end they managed to find tools but this was after quite a delay.

I also found it very surprising that they initially refused to move my TV, telling me I needed to put my 68 inch TV in my suzuki swift (it would not fit) and I had to accept responsibility for any damage that may occur as they did not have blankets.

On arrival at the new destination I was told they will not be able to re assemble the bed. After a lengthy discussion they decided to assemble it but informed me I would need a third party to tighten the bolts.

It looked like the two men were struggling quite a bit to get the bed upstairs, this was later confirmed once I found damage to the pillar when they left.

I emailed and explained the above to this company and not only did they not accept responsibility for the poor service and damage done, they claim this is their normal process and had no concern.

I had only moved 3 months ago with another company who were fantastic. I would not recommend Trust Movers and wouldstrongly advise to LOOK ELSEWHERE.

Move size: 1 Bedroom Home Service cost: $340

Damage was done to so much of my property in my move from Castor Bay to Devonport - huge chunk taken out of the top of a very expensive chest of drawers, arms of chairs scraped and velvet lining of them torn, mattresses stained with tar and rust from the truck, brass top of dining table with a long scratch across it - They charged me for packing materials to wrap my furniture and then didn't use it. Trust Movers response to my complaints was "accidents happen"!! I have moved from London to Sydney to Hong Kong to Tauranga to Auckland and never incurred any damage done to my goods - this firm showed gross negligence and lack of care for my furniture - I have withheld a portion of payment charged for the second day when they had to return to finish the job because they arrived at 3.30pm to do the move and weren't finished at 10.30pm and am seeking compensation for all the damages.

Move size: 3 Bedroom Home Service cost: $2600

We hired Trust Moving and Storage to move a studio's worth of items from downtown Boston to Charlestown. In the middle they were supposed to house things in storage.

On the pickup date they arrived ~3 hours late. The crew (who was bounced around from job site to job site all day) was exhausted and it took them ~4 hours to pack a studio apartment (taking breaks every 5-10 minutes). They didn't finish to well into the night. During the move it was clear they cut corners, and we constantly had to remind them to pack things properly. They also damaged flooring and walls that we had to repair before move out - so as to avoid the complex's fines.

For drop off - we scheduled the drop off two weeks before delivery. The week of the delivery my husband called to ask them to shift the time by ~30 minutes to enable him to go to a doctors appointment.
It should be noted that this was only a request - and we were clear that if they couldn't make it happen that I would take off work to be there to greet them.
They initially said that they would check their schedules and get back to us, but they never did.
Then late the night before the move, they sent us an email saying that they were cancelling the move - because they could not accommodate the 30 minute request.

Appalled we called them to follow up and were met with a very rude Andrew Rosenberg who stated that they were 'overwhelming' busy and that my husband's doctors appointment conflicted with their companies schedule. When I told him that I could be there instead, he ignored that commentary and just repeated that the time was already cancelled.

Andrew is now refusing to uphold the contract and refusing to deliver our property at all.

We highly suspect that the reason behind this behavior is that Andrew is aware of the fact that there is a series of insurance claims pending (I have been gifted a set of very expensive china) due to the poor way the movers packed the materials. If a third party was to pick up and deliver the items - this would invalidate the insurance and let him off the hook.

While a court will clearly find in our favor, it also means that our stuff is locked up on 'property court jail' for months while this is underway. Essentially leaving us to either buy new furniture, plates, silverware, towels, clothes, etc. or live without them for months.

I did not listen to my husband and opted to go with them because of the cheap prices. My husband correctly pointed out that this is what I get for trying to be cheap. He was right - hire a legitimate (licensed) moving company. It is not worth the cheap pricing if you are not able to get your items for months as the owner tries to scam the insurance system.

Move size: Studio Service cost: $1000