“Posting to hopefully save someone the mental and emotional heartache we are going through. We've saved for years to buy and renovate our new property, which we spent months doing up from scratch. We hired Crutch Brothers to move us and have received the most appalling service. They packed our baby's sanitary bottles and toys with dirty shoes (who does that?!), wardrobes that we painstakingly de-cluttered and neatly folded before the move, were dumped on the floors and stepped on. They broke and scratched wardrobe doors and broke our bed. We even found towels that don't belong to us in and amongst our clothes. They even took out vital medication from the fridge and left it out for hours (until I asked where it was) so it can't be used anymore.
We paid for the packing and unpacking service and at 1630 I had to call their head office as their movers were protesting quite harshly that they weren't hired to unpack (I have the full invoice I paid as evidence) but their attitude was despicable. They refused to remove their shoes so our brand new carpets are covered in mud and they scratched new hardwood floors, they were obviously now peeved at having to work for longer and did damage maliciously despite us speaking to them kindly, offering teas/coffee and saying we would sort out our child's bedroom to make things quicker for them. We literally installed our flooring and carpets a week before our move so it was so heartbreaking to see them do this.
When approached with our complaint and request for a portion refund, their general manager James Cooke agreed to pay us back £1,000 but then emailed us a few hours later saying he would only pay us the unpacking charge, around £175 which hardly covers the damage caused. We had paid them for extended liability insurance and now they are refusing to give us the details of their insurance so we can make a claim. I'm at the end of my tether and at a total loss. Chasing them via email or over the phone has got nowhere. What was meant to be a new happy transition has been tarnished by this company. I'd urge anyone NOT to use them if you value your property, goods and most of all, your sanity.”
“We’ve just completed a 4 day move with Crutch Bros and from start to finish they were excellent. The initial survey was really thorough, the packing done efficiently and carefully. The removal team were brilliant, especially Dennis and Dave who were with us for 3 full days. They were polite, respectful and so hardworking even when shifting lots of heavy pots and planters, which they did with good humour. What could have been a very stressful time turned out to be the most relaxed move we’ve ever done! Thank you!”
“Two very cheerful, helpful, chaps came to pack my china and glass on the Friday, their friendly banter was hilarious, they took such good care, I was pleased when they plus another man turned up for the move on the Monday, my house was all cleared and I was into my new one by 1 pm , they made what could have been a very stressful day so much easier, well done guys you were brilliant , I’m sure the good supply of tea and coffee helped !”
“Damaged belongings due to untrained staff member. Insurance company on behalf of Crutch Brothers refusing to pay out. Would not recommend Crutch Brothers if you have valuable items.”
“Team not trained ,managed to damage 3 out of 4 large dolls houses ,didnt have the courtesy to tell us. Due to there employees lack of experience. Was told by the manager that the insurance company had refused to accept claim, We made contact with insurance company they had no knowledge of the claim, Crutch Bros. refused to pay the access , we also found that a lot of items went missing these were loaded on the van. but not received at our end, . Manageing Director refused to answer emails. Would not recommend this company”
“The whole process with Crutch Bros has been impressive.
Excellent assessment of our needs, communication from office staff, the packing up and the unpacking has all been brilliant.
Ben and Liam were so careful of our furniture and new home and it was lovely to have a wave as we passed the lorry at Stonehenge en- route to our new home in Cornwall.
Thankyou Team.”
“We met 7 or 8 members of the team at Crutch Bros as our move spread over 3 days, all were polite, efficient and amazingly cheerful. Our move can’t have been easy as both houses are old and quirky but the staff remained positive throughout. Thank you so much for making a stressful time go so smoothly. We felt the price for all this work was very reasonable and would recommend using Crutch Bros.”
“I was very pleased with the removals provided by the team at Crutch Brothers recently. The 2 guys were efficient, pleasant and professional. I would not hesitate to recommend this company.
A problem occurred with one of my sofas when the castor thread broke. They spent time and effort to try and repair it but it turned out it needed a professional upholstery repair.
James, the operations manager at Crutch Brothers could not have been more helpful at sorting out a swift and perfect repair to the underside of the sofa which he coordinated with a local upholstery company Vinall &Macey.
First class service all round, many thanks Crutch Brothers!
Tamara”
“Many thanks to Ben and his team for making our recent move as stress free as possible. They were all polite, considerate and kept up their good sense of humour throughout the day. We used Crutch Brothers 13 years ago and it was good to know that the standard of service is still maintained. Many thanks. Madeline and Allan Poore”
“I cannot recommend the team at Crutch Bros enough. Polite, hard-working and diligent with nothing ever too much trouble for the removal men. Excellent service!”
