NZ Van Lines - Auckland Movers — Local services in Māngere-Ōtāhuhu

If I could give a negative star result, I would. I don't know where to start with our experience. We were moving Mum's estate. Movers came into the house during Level 3 without masks. They smoked in the garage. Everything was labelled as to destination and belongings were in separate areas - all labelled inside and outside drawers, cupboards etc ( as going to three destinations (as going to three destinations). Asked for owner packed goods to be repacked (my Mum had cancer so we had started sorting her belongings over a long period of time). They refused. No rhyme or reason to the unprofessional quality of the packing they did. Lots of property broken or damaged. A lot of goods missing - not delivered to any destination so presumably stolen. A huge amount of belongings sent to wrong address - who then gave their own possessions to children as they thought what was delivered a week before the others was theirs. NZ Van Lines took no responsibility and did not even offer to get goods back to rightful owners. NZ Van Lines forwarded claims to insurer who refused to cover the misdelivered or stolen / 'missing' goods. We are thousands out of pocket. NZ Van Lines have refused to answer emails and have taken no responsibility. The worst of all of this is the total disregard and disrespect for my mother's belongings. The actions and behaviour of NZ Van Lines is reprehensible to say the least. I wish I had followed my 'gut feeling' and reported this matter to the Police. I chose not to as the first couple of emails I had from Van Lines were promising in looking as though they were going to work with us in sorting this mess. Then nothing... My advice - be very careful who you trust. This company is far from...

WATCH OUT FOR YOUR THINGS! THEY STEAL!

A few of my expensive Perfumes which I have collected over the years are missing, one of my husband’s road bikes, over a dozen bottles of new deodorant and sunglasses were all missing. We believe they would have been stolen by the packers as the other things that they were supposed to be packed with are here with us. Wouldn’t make sense for some items to be packed and some are missing when they should have all been together. We have only found this out after 6 months since the move as we’ve only managed to unpack everything recently.. the perfumes were packed by a guy named FIA who was supposed to be the team leader and his partner, an older man. But I’m 100% sure FIA stole my perfumes as he was the only one in my room, packing my things while the old man was packing the kitchen. As for the other missing things, they were packed by a group of younger guys that came the very next day. Could be them, could be FIA or all of them! I’m utterly disappointed and disgusted by this. As we really liked them and even tipped them CASH after for their hard work. So be warned when engaging their services. Watch out for your things! Don’t be fooled by their smiles and friendliness! THIEVES!!!!

To the owner of NZ VAN LINES :...

Not recommended. Damaged our furniture and declined to make it good. In more detail, we used Van Lines to move houses. We heard allot about their fantastic service and packaging, yet when we unpacked we had one TV smashed, one set of draws damaged and an expensive marble table deeply scratched. What was their response? Claim it on your insurance and our contract disclaims all liability. What was their response when I escalated to the manager, “..they are a proud NZ business … to service our customers with absolute care”, but no we wont make things right and we won’t pay for the damage. In my view, that’s a cop out. Yes we could claim on our insurance (Not their original proposed insurance which was very expensive ($1750) and with many caveats and exclusions (No IT, max $1k per item unless named, $5k max per item if named, depreciated value clauses etc) and material excess ($250 per item), and not actually needed as our standard home insurance applied), but with the excess and premium hike, that doesn’t make sense. My advice would be cross their terms and require them to take $1k of liability per item for any damage, thus covering your costs if they do damage your goods. If they say no, then they are not prepared to back their...