Shine Removals

2 men took 4 hours to empty out a tiny 2 bedroom apartment. We had already taken all the boxes and small items so there was only furniture to be removed. When they arrived to drop off the furniture they were rough and dropped a couple of items on the hard wood floors with a thud. They really wanted cash but I could only pay by credit card and they made such a fuss about it. I provided my credit card details and then they had to drive to a 2nd destination to drop off more furniture. When they arrived they kept asking for money from my parents-in-law even though I had already provided my credit card details. When they called to finalise the payment and advise how much the move would be, they then added GST onto the cost (was never advised that the cost was + GST when I made the booking) and then tried to charge us another $60 for a 'heavy lifting fee'. 'Heavy lifting fee'?????????? Since when do you hire a removalist if the furniture was light! Absolutely shocking and I feel so cheated. This company is also known as Blue Rhino Removalists (this was on their credit card sheet).
One of the men was polite
Unethical, expensive, added extras, lazy and rough

We booked a move with Shine for 17 October.
When I booked I was asked what type of property we were moving from so as to allocate the required sized truck.
On the day, the arrived at the designated time but the truck was too small so they had to do two trips, therefore charging extra.
The unloading was not so bad, they guys were happy to move things where we wanted them but in the process:
Our dining table has had varnish removed on one side and a chip out of the wood
Our tallboy has a massive deep scratch on one side,
Our entertainment unit has splintered section of wood on it where the wood has come off
Our leather couch has two scuff marks on the back which can't be repaired as the leather is in one piece.
I tried to contact them through their 'insurance' email address and got a reply from a guy requesting photos and that has been it.
I lodged a complaint with Consumer Affairs but because Shine refuse to communicate, it can't be taken any further.
Now my only option is to take them to VCAT to try and recoup some compensation for the damage....
What a nightmare!!
I wish. Had of seen the reviews before booking with them, I was lured by their pricing but now don't think they have any insurance that covers the damage they cause.
Th rest of our stuff got moved from Point A to Point B
All of the above, only return a call if they think you want a quote, little care after the fact, bad business practice, unable to be contacted

Hired a 2 man team on 29/06/14 and they were useless. They had no idea how to pack a truck and my uncle-in-law had to direct them how to pack the truck to fit everything in. A 2hr job took 3 hours and they are not careful with your possessions. Our fridge was left damaged after they knocked it into a wall and scratched it with their trolley. My family and myself did more lifting and carrying than the people we hired

My letter of complaint to the company says it all... I have had no response and no one will return my calls (I call pretty much daily). I have now made a complaint to the ACCC.

Sent: Thursday, 16 January 2014 2:03 PM
To: [email protected]
Subject: FW: Letter of Complaint

Please note that I have left numerous messages for someone to call me back in regards to the below email and have had no response.

Without a response or phone call regarding my complaint I will be forced to make an official complaint to the Australian Competition and Consumer Commission.

Regards

Sent: Monday, 13 January 2014 12:44 PM
To: [email protected]
Subject: Letter of Complaint

I am writing this email to you today to make a complain about the service I was provided on Friday afternoon when moving my furniture from Glen Iris to Prahran.

I would like to point out that I have used your company in the past and found the service great, this is why I chose to use you this time. I have also recommended your service twice to work colleagues who both used your company for their moves.

Unfortunately I have a multitude of complaints so I will start with the most serious and work my way backwards.

1. My furniture is damaged – I had a bedroom suite moved on Friday and a part of that was a dresser with 6 drawers and a detachable mirror. The dresser is scratched, has paint marked on it from where it was dragged along the stair case banister and the frame containing the mirror has an actual chunk taken out of it. I have attached photos so you can see what I am talking about. When I pointed this out to the movers they told me the paint will come off with water and they asked if the scratches were there before they moved it. The whole of my bedroom suite was in perfect condition before the move, I thoroughly checked it after my last move 6 months ago. I watched the movers drop one of my bedside tables right in front of me (it is undamaged, though I don’t know how).

I am a pregnant female and I can move my bedside tables on my own without dropping them so unsure how two men managed to drop it. All of my drawers were placed on the concrete driveway outside unwrapped, last time I moved they were individually wrapped in blankets and put straight on the truck. Unsure why this could not have happened this time. They also dropped a bowling ball which was in a carry bag with 2 handles (shoulder and hand) from the top of my stairs, again I don’t know how but it didn’t manage to go through the wall at the bottom of the stairs. I expect compensation for the damage they have done to my dresser, please contact me ASAP to arrange.

2. They were 2.5 hours late – I was told when I originally booked my move that they would be at my house at 1pm, when you rang me back to confirm you said anywhere between 1pm and 2pm, on the day it got to 2 pm and no one had arrived or contacted me so I rang your office and was advised that the movers were at South Yarra and would be at my house in Glen Iris shortly. I then received a text at 2.25pm from one of the movers stating they would be there in 30 mins. I rang the driver at 3.10pm asking where they were and they said they were on my street but they still did not arrive until 3.30pm. It was a wasted afternoon for me.

3. The move took 3.5 hours – My last move was about 7 months ago and I was moving from Elsternwick to Glen Iris, I had a couch at that time that I did not have this time and both houses we moved from and to were already occupied with other furniture whereas this time only one of the properties was already furnished. The movers also set up my bed for me at my Glen Iris house last time which was also what I requested this time. The last move took 2.5 hours but the last 30 minutes of the last move was spent working out which drawer goes into what slot of my dresser (they have to go back into the same spot or they don’t fit) everything was in and my bed set up within 2 hours. This time the move from Glen Iris to Prahran took 3.5 hours. For the life of me I cannot work out why. It was a shorter distance, I had less furniture, I told the movers to mark the drawers so they knew which slot to put them back in (which they did) and they didn’t even put my bed together because I was not going to pay for another 30 mins to 1hr to put it together. I also ended up helping these guys carry the last few things down stairs as I wanted them to hurry up.

4. After I had paid the drive $437.00 (he didn’t have any change) which I counted out twice in front of him I then received a phone call at 7.48pm with the driver accusing me of short changing him by $100.00. I advised I definitely had not and that I actually believed he had overcharged me as $99 x 3.5hrs + $50 call out fee comes to $396.50 not $436.10. He advised that my price was GST free and I had not added GST, I said I thought the $99 per hour included GST and he told me I would have to take it up with the office. It was at this point that I advised I would definitely be contacting the office in relation to the damaged goods. I then asked him to confirm again that he is ringing to accuse me of short paying him by $100.00 and he told me not to worry about it and it must be his mistake. I find it very strange all of a sudden he is not concerned about $100, clearly he was trying to get more money out of me.

5. Lastly on Saturday when one of my girlfriends and I were putting together the bed that I had originally requested your movers assemble, I noticed I could not find the screws to screw in the slats. I text the mover and asked where they were, his response was “I don’t know. My mate taked and I think he leaves anywhere. Sorry but I don’t know.” I asked him if he meant his mate had left them somewhere in my house or somewhere else and he replied “Somewhere… I don’t know yesterday was the first time I work with him. Call the office and ask for [name removed] guy” – Please can you get in contact with this staff member and find out where they are as I still have not found them and I have unpacked everything!

I find it so disappointing that this has all occurred, my last experience with your company was great. They two guys were helpful, careful, polite, they had tattoos all over them and one was missing a tooth but they were very professional and made the move as enjoyable as a move can be. This time, everything that could go wrong, has. Please contact me ASAP to discuss, I wanted this in an email so it was all documented and I could send the photos of the damage to my dresser.

We had 2 removalist a who clearly had no idea what they were doing on the day. They also supplied a truck with no ramp to load and unload our furniture. They took over 3 hours to load the contents of a 1 bedroom apartment onto the truck plus they had myself and my 3 mates helping with the boxes. What's more is that my refrigerator is no longer working after the move. After calling them up today I was told the person who deals with this is off for the week and no one can help till then. So I have to wait over a week with no working fridge. To add to this I had the phone slammed down on me when I said that was unacceptable. Cheaper is not always better so I would recommend not using this company at all. Never again Shine Removal.

I know everyone is giving bad reviews here but I gotta buck the trend
They arrived early and got straight into it and packed it all up into one truck then moved it all over to the new place. It wasn't a huge amount of stuff and we still had the box for the TV which was good. plus we had already moved anything else fragile or small and expensive ourselves. But there was a lrge sheet of glass that they moved safely
It was a Saturday so maybe they just wanted to get the job done, but they were nice guys and plenty strong.

I will make this brief, I was told the pick up would be 12pm, still haven't arrive at 2.30pm i called them to find out what was going on but they left me on hold ...I hung up and tried to call back, their phone kept on ring out, then when I used another phone to reach them they hung up. Basically in tears as the storage company closed at 5pm, finally came at 4pm...4 hours late. At the end when payment had to be made they tried to slog 5% extra for using a credit card without telling me. Furniture scratched also. Rip offs

Bad company

They dragged out the time so that it took 2 days to move 2 bedroom apartment worth of stuff. Going to the toilet at least 4 times, texting, calling and just moving extremely slowly. The movers threatened to leave my things in the street if i didn't pay them halfway through the second day. they also extorted more money at the end of the move threatening to take my computer or washer if I didn't hand them my credit card. i'm female and was moving alone, so they completely took advantage of that. granted maybe not all their movers are like that, but in general the company is dodgy. they gave me an invoice with the wrong ABN number on it. The invoice was from a company named blue rhino removals. They've changed company names numerous times to avoid law suits and complaints, and are familiar with consumer affairs complaints. Knowing consumer affairs can't do anything they simply ignored my complaints. Will never deal with them again and advise anyone to save yourself the trouble

extorting money, purposely dragged out the time

The two removalists were great but they came 4 hours late with a smaller truck that didn't fit everything so I had to hire a trailer for the rest the next day. The lost one of the legs to my dining table and said that I must have lost it even though it was at neither house after the move and refused to replace it or compensate for it. Had to call like 10 times and every time was told a manager or someone would call me back and it never happened. Would never use them again and will active attempt to ensure as many people as possible never do either.
The two removalists
Missing table leg not found, replaced or compensated, 4 hours late, balcony drops caused damage and were a rip off, sent 5 tonne truck instead of 8

do not ever use them, I was quoted $89 per hours but was charged $99. As well they worked only 7hours but charged me 8 as they insisted I paid for their lunch break.
They broke a shelving and scratches furniture as they did not like lifting them but did pushing them along.
As well two kitchen appliances were missing.
I will make a formal complaint with the Ombudsman.

A 9am booking turned into a 2.40pm refusal to move our apartment. Terrible, terrible, terrible! Now we are left to unpack some of our things while we stay for extra days as 1 week before Christmas everyone is booked! Don't believe their quotes, don't use them, do yourself a favour and use someone else. I am hoping this was a sign as I bet they would have broken things looking at past reviews. SO happy I do not have to end up in VCAT. If you only read 1 review before booking, trust me, don't do it to yourselves - no matter how cheap.......

Didn't turn up on time, didn't honour quote price, terrible customer service

We hired these guys to move us just an hour away, the removal guys themselves were OK until they overcharged us at the end. I have tried phoning and emailing them to sort out the over charged amount but nobody will reply. They refuse to talk about over the phone and are no longer replying to my emails. Don't use them, they are a rip off.

Overcharged and do not reply to phone or email enquiries unless it's for a quote

13/03/14
It was yesterday and I was moving houses, I was so stressed if they will come on time, but if you ask me if they done a good job I would say no cause they done an excellent job they came on time, carried my valuables and furniture very carefully I would recommended shine removals to you :)
They came on time and did not scratch anything

I moved my 4 bedrooms house and i was really stressed but the boys who the company sent me we're on time, nice and really professional, they take care of my stuff, wrapping each furniture in a blanket, all my goods were not damaged and i am grateful for that.
Good and cheap service

Booking was made for 1 pm but didn't arrive until after 5 pm.Was trying to send a smaller truck instead of booked truck so that they can charge for 2 trips instead of one. only excuse was they were very busy that day.
Loading was very slow and minimal care for the goods were taken.
On the way to new house driver called me and said they only use Melway and my location is not on their map.my location was on Melway since 2002.Then I had to go out and give step by step instructions about the location. They purposely passed my location went else were to buy more time.All of this happening in dark around 8pm.
After reaching the house demanded payment in advance prior to unloading. Totally unreasonable.
Tried to rip off by giving 4.5 hours of work.In the past similar move only took 3 hours in total.
Also tried to trick me in to getting sign a document which stated items were returned with out any damage. nil receipt given even after charging GST. I was so tired and was not in a good mood to argue anymore at that time of the night.
THIS IS A GANG OF CHEATERS,DO NOT USE THEM.
THEY SHOW CHEAPER RATES TO GRAB CUSTOMERS BUT AT THE END IT WILL BE MUCH MORE EXPENSIVE AND GOODS WILL GET DAMAGED!!
NOTHING AT ALL
EVERYTHING WAS WRONG FROM THE BEGINNING

I made the mistake of using this company which also trades as Blue Rhino Removals, they broke my dining table and after a month of arguing with them it is still not resolved, I have been chasing the guy that apparently handles insurance claim, I am doubtful that they are insured. I will be taking this to consumer affairs and VCAT. Do not use them

careless removalists, take no responsibility for their actions and doubtful if they are insured

I had a 1 bedroom apartment to move and one of the movers knocks on my door and comes in smoking a cigarette. Then the 2 movers were the slowest laziest movers ever and I pitched in and moved more than them because I noticed they were milking the clock. They complained about having to take things upstairs, left my slow cooker behind the truck and closed it up and I had to knock on their window and ask them if they planned on leaving my things behind and they laughed. They then tried to rip me off and charge me longer than they were working. Last time I moved it took less than an hour. This time it was exactly 2 hours only because I worked my backside off so they couldn't charge me more. NEVER EVER EVER WOULD I USE THIS SERVCE AGAIN!

Horrific service and rip off merchants

I booked with Shine without reading reviews then I did the night before the move and sh**t myself. However, two lovely young men arrived, moved everything quickly and were very pleasant. They moved everything very efficiently and offered to move things around at my new place. I was surprised at the speed and ease of the job, made it cheaper than when i did it myself 2 years ago hiring a truck.
I think I got lucky with two really nice guys.
the two removalists

I have moved several times and I have never had the amount of white goods and furniture damaged as I have this time
They couldn't care less how the treated the furniture no care whatsoever my washing machine doesn't work they crushed in the control panel, my fridge is all scratched and gauged as well as the dryer and second fridge, the on/off lever broken off on my lawn mover, the treadmill all scratched as well as my dinning table
Not too mention they left with several of my items that were in the front of the truck as well as stealing a book which they were looking through and now it is gone

Then there is the travelling time it took them 2 hours and 30 minutes to do a one hour 30 minute trip
They also refused to give me a receipt for payment and when I pointed out all the problems they just told me to make a claim on there insurance they couldn't care less

I have sent an email no response and have left several phone messages no response I am now in the process
of taking my claim to VCAT I will see this all the way through and I have also been advised to go to the police on the missing items they wont return
Do not use this company

Showed up 2 hours late with a truck too small and lazy workers. Charged extra for stairs and heavy items ( despite all of this being discussed prior) truck too small- was going to take 3 trips at our expense for tolls, fuel and labour. Half way through the job one of the workers asked for cash payment- when we explained that we had been told to pay at the end of completed job, the workers closed up the truck without another word and drove off with our stuff! Trying to get in touch with them we were hung up on and phone calls unsnswered. Calling "head office" we kept being told someone would call us back. The drivers headed back to their storage unit with our stuff and even tried to charge us for storing it!! Lots of tears, LOTS of money for basically a mate and a truck type business. Absolutely terrible! Items very damaged, the whole job took two days and cost thousands as opposed to the hundreds and five hours originally quoted! They go under blue rhino as well be careful!

Rude, overpriced, late, too small truck , damaged items, under quote