High number of complaints against furniture removalist sparks concern (My Moovers / Ajanvi Pty Ltd)

This announcement is for: 
Consumer

The growing number of complaints against a Melbourne-based furniture removalist that operates nationally has sparked concern with a public warning being issued by Consumer Protection.

The warning relates to Ajanvi Pty Ltd, trading as My Moovers and operating the website www.mymoovers.com.au, which has attracted complaints from 47 consumers in WA so far this year. The warning relates only to this specific business entity, and not to any other business with a similar sounding name.

Issues raised in the complaints received against My Moovers relate to late or no arrivals, damage to goods, untrained or inept contractors, the use of poorly equipped and inadequately-sized vehicles and, in one instance, they even demanded payment prior to the completion of the job.

Commissioner for Consumer Protection Penny Lipscombe said the disappointing experiences of many My Moovers customers is unacceptable.

“When the removal truck didn’t turn up on the agreed date and time, the customers were put in an extremely stressful position of having to frantically make other arrangements in order to vacate their home or office by a strict deadline, often the next day,” Ms Lipscombe said.

“Some older customers who had booked packers to arrive the day before their planned move had to pack their own goods when they too failed to turn up.

“Calls by disgruntled customers to My Moovers went unanswered or, if answered, poor excuses for not turning up were made such as “the truck is stuck in traffic” and they were assured that “the truck would arrive soon”, but it never did.

“One customer said it was obvious the removalists who turned up had no experience, no proper equipment and provided such a bad service he asked them to leave and cancelled the booking. Another customer reports being charged $1,500 on their credit card after a no-show.

“Attempts to get refunds for consumers from deposits paid were frustrated due to lengthy delays. Some unhappy customers managed to get a credit card chargeback from their bank for removal services not provided.

“Other complaints detail damage to both the outgoing and ingoing properties as well as to the items being moved. In one case, damage to a power pole cost the consumer $300 to repair.

“We acknowledged that My Moovers cooperated during the conciliation process to resolve the majority of issues, but the volume and nature of the complaints are of concern.

“Considering the high number of complaints and this trader’s track record, consumers looking for removalist services should avoid using My Moovers and engage other more reliable providers.”

General advice to consumer related to engaging a removalist was issued on 15 October 2020: Choose your removalist wisely as rogue operators attract complaints

“Traders to avoid are published on the websites of Australian fair trading and consumer protection agencies, so conducting searches on their websites as well as checking reviews prior to engaging a business is always important,” the Commissioner said.

Consumers who have had unsatisfactory dealings with My Moovers and have yet to lodge a complaint are urged to do so online via the Consumer Protection website. Enquiries can be made by email consumer@dmirs.wa.gov.au or by calling 1300 30 40 54.

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Media Contact: Alan Hynd, (08) 6552 9248 / 0429 078 791 / alan.hynd@dmirs.wa.gov.au

Consumer Protection
Media release
18 Dec 2020

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