Complaint Review: Diana Removals

To start with they were 1hr late without any communication. They moved incredibly slow and were on the phone the whole time, which took double the time it has taken to move previously. They were not trained or full time staff, but casual uni students from a subcontract company. I called numerous times to find out where they were when they were late and to talk to management about there performance early in the move, hoping to be proactive in resolving the issues. No one answered or returned my calls, so I sent an email. At almost completion of the job they left my belongings in the truck until I paid.

They produced a bill which included the full overcharged hours plus fees for tape and tolls we didn’t use and an additional charge of 15minutes to processe the payment, all of which I disputed, I advised that I still wanted to talk to manager to resolve issues before payment was made, as per my earlier discussions and email. The manager refused to talk to me on the phone and told the boys to lock myself and my partner in the truck. Eventually after 6-7 attempts I spoke with the manager on the phone who proceeded to tell me, amount other abhorrent things, that I was a "dirty w***e”. They did reduce the bill by less than $100 which was far less than I requested.

To get the rest of my belongings off the truck I paid cash to complete the job, only to find out that after I paid cash, the manager stole my bank details given weeks earlier to pay the $100 deposit and stole $500 from my account unauthorised, which is a criminal offence. I have sent numerous emails, a formal letter of complaint and phone calls to resolve, all of which Diana Removals have ignored. It took me reporting these guys to the police to recover the stolen credit card funds and all other matters of complaint remain outstanding. I have now reported this company to the following authorities; VIC Police, Consumer Affairs VIC, AFRA Aust. Furniture Removers Association, ATO, WorkSafe VIC and several media outlets. These people are disgusting criminals who will definitely be dealt with by a number of outlets, but do not give your business to them.... you will only regret it.