Communication was good prior to booking however move team damaged two mattresses and smashed one mug.
I understand accidents happen which is why I had asked about insurance prior to booking and requested the owner to confirm the insurance value; the owner subsequently confirmed the insurance value of £20K per vehicle however when it came to making a claim, I was told that the liability is capped at £40 per item because I didn't complete an acceptance form prior to the move. The owner has no remorse. Unfortunately this is one to avoid
Response from Surrey Move Management T/A Cupid Removals
Thank you for your feedback, We’re sorry you were disappointed, as we always aim to provide a careful and professional service.
The mattresses were moved into a loft room with very tight turns. Our team used the built in handles as intended, but the stitching unfortunately gave way under pressure while manoeuvring them through the narrow access
We believe this was due to a manufacturing weakness rather than handling damage as the team exercised due care throughout, we do appreciate how frustrating this must have been.
Regarding your insurance claim, we supplied the necessary forms and passed your submission to our insurer. While we pay significant premiums to ensure our customers are covered we have no control or influence over the insurers assessment or their final decision, The insurers response was based on their standard policy terms, which limit liability where a removal acceptance form is not completed along with a declaration of an overall value of goods before the move as per the terms and conditions. This is also advised within the quotation that was supplied to you before you decided to move with us
We regret this outcome was not what you hoped for and assure you we acted transparently and in good faith throughout.
You also asked me on the telephone twice to advise the insurance company that you had completed the insurance forms and requested I back dated them, I advised you that would be committing fraud and I was not prepared to do so which has ultimately led to you writing this review.