The move was planned to take place over 4 days from Tuesday to Friday. Access to the new property was scheduled for a limited amount of possessions on the Wednesday with the main completion date being the Thursday, giving us a day and a half to unload. As with all our customers, this was set out in the schedule of the move in our confirmation letter and we also have email documentation from the customer detailing that we could gain access to the property early.

Our crew went to the property on the Wednesday but access was limited to the garage only and this was full of builder’s equipment. The builder did not clear the garage until the Thursday although actual completion did not take place until Friday – the last day of the move.

Unfortunately, this customer did not give us the full information in order for us to correctly schedule her move which resulted in these problems arising.

We agree that this is very unfortunate. The goods were kept for over a year at a self-storage facility chosen by the customer and not provided by Luxfords. We have explained to the customer that there is very little that can be done to protect sensitive materials from the long term effects of exposure to less than ideal conditions - indeed airtight packing can lead to condensation and makes matters worse.

Referenceline comment:
We have spoken to the customer, who has stressed that the team and overall service from Luxfords was very good and has offered to withdraw the comment if this gives the wrong impression. We have explained that it is not Referenceline’s policy to hide concerns, but rather to address them

We trust that publication of this comment will encourage other consumers to take professional advice from their removal firm about the choice of storage facility, especially for longer periods.