A Sydney-based removalist company offering "five-star services" is the subject of a public warning from NSW Fair Trading, after it garnered 70 complaints, including one from a consumer who allegedly suffered $30,000 worth of damage.
Fair Trading issued a warning on Tuesday not to deal with Extra Mile Movers, a local and interstate removalist company based in Chipping Norton, in Sydney's south-west.
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Do you know your consumer rights?
In this video, the ACCC explains what your consumer rights are.
"Fair Trading has received a steady stream of complaints against Extra Mile Movers about the slow, partial or non-supply of removalist services; property damage or loss; and demands for additional payment over and above the contracted price," said Fair Trading Commissioner Rod Stowe.
"There is also an alleged failure on the part of the trader to provide adequate redress for the complainants, leading to referrals to the NSW Civil and Administrative Tribunal."
In December alone, the consumer watchdog received 12 complaints about Extra Mile Movers, which placed the company on Fair Trading's official Complaints Register for the month.
Maria*, who has asked for her name to be changed, first booked the removal and storage services of Extra Mile Movers in June last year.
Seven months later she said she is still waiting for compensation for an alleged $30,000 worth of damage to her household goods.
"There was not one piece of furniture that didn't have scratches or marks...nothing was covered with carpets...everything was ruined," she said.
"Entire boxes of clothes were dripping wet, my expensive evening dresses were putrid from sitting in water for a month...our mattress was ruined...our couch...and a three-month-old $6000 stereo."
Maria made a booking with Extra Mile Movers after viewing their website online, where she was initially impressed by the advertised photographs and the following quote issue process.
She and her husband had arranged for the company to move their furniture from a home in Sydney's inner west, which was then stored for one month at the company's facility in Chipping Norton, before being moved on to an alternative private storage facility and their new home.
"The day they arrived they were three hours late, we couldn't contact them. Then when they took the furniture to be stored for one month, everything came back with water damage or was scratched," she said.
What followed was a seven-month battle to recoup costs for the damage Maria and her husband claim, which remains ongoing.
"They had transit and liability insurance, to cover for their negligence. However they first told me we needed to pay $500 excess to lodge a claim," Maria said.
"They failed to return any of our calls or emails for a few weeks… and since then I have taken them to the NSW Civil and Administrative Tribunal, lodged a claim with ASIC and Fair Trading and here we are seven months down the track and I'm no better off."
Maria said that while the process had been "frustrating," she was committed to pursuing the company because she did not want another consumer to have the same experience.
"In future I will look for reviews online and make sure I ask around and speak to people about the company."
NSW Fair Trading is continuing its investigations into Extra Mile Movers, and plans to take action against the company for alleged breaches of Australian Consumer Law.
It recommends that consumers always take the time to research and read independent customer reviews online, when selecting a removalist.
"Always ask for a written, itemised quote; read the terms and conditions of any contract; and be wary of pre-payment demands," Mr Stowe said, adding that additional insurance against valuable goods could be worthwhile.
Extra Mile Movers has been contacted for comment.