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Removals FAQ's Why not print this page ? Alot of answers are right here!
Removals Service Questions
 How much notice must I give?
How long will my job take?
Is insurance available?
Do you take good care of my possessions?
Do you provide storage?
I dont have time to pack, can you pack for me?
I have no car, can I come with you in the truck?
Why are your arrival times approximate only?
What if it doesn’t fit in one trip?
Do you do interstate?
Do you move pianos, pool tables or safes?
Can my friends and I help with the move?
But what if I don't want to help?
Can I pickup some extra items at another location on the way?
I'm moving next door and don't need a truck. How much do the two men cost?
Can you lift some furniture over the balcony?
Do you dismantle/reassemble beds, cots etc?
Truck and staff questions
How big is your truck?
Does it have a hydrolic lift?
Do you have blankets and heavy duty trolleys?
Are your staff experienced?
BOXES AND MATERIALS QUESTIONS
Do you supply Boxes?
PRICE QUESTIONS
How do I pay?
Do you charge travel time?
Is there a cancellation fee?
Why is an hourly rate cheaper than a fixed price?
How does the hourly rate work?
Do you discount your rates?
Why do you charge Depot to Depot (base to base)?
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Removals Service Answers
How much notice must I give?
ESR is quite flexible depending on the day and season. Often we can move someone with as little as a few hours' notice. Of course, Murphy’s Law applies, so when you try to book at short notice we will be fully booked, so we suggest you book as soon as you know, where and when you need to move. 1 to 2 weeks would be fairly normal.
How long will my job take?
Our staff are experienced and trained.Tthey will move you as quickly and carefully as possible, but ultimately they can only deal with whatever you give them. When moving house (remember we can handle any size move) the customers who have used our packing service will find that the removal itself goes faster. This is because we pack for an efficient removal. Keep this in mind and also give your own time a dollar value. We can pack a house much faster than our clients. What can take you weeks we do in just hours. So a good pack can make an even cheaper removal!
However, assuming you pack and are organised and as ready as possible when we arrive, as a rough guide we move 2 to 3 standard three-bedroom homes per day per truck. This is however, dependent on your input on the day if any, the access, the distance to travel, the distance the truck gets from the house and obviously the amount of items to be moved.
If you want a faster move use more men! Any extra men are cheaper than pro rate/hr.So theoretically once you include your travel it should cost you the same, give or take the travel involved on your move. The more men the merrier !
Is insurance available?
Yes we can refer you to www.removalsinsurance.com.au. Whilst we pride ourselves in taking the upmost care of your possessions, it may be worth it just for your peace of mind to get covered. It is easy and quite cheap. You declare the value of your goods directly with a licenced insurance agent.
We have public liability insurance and workers comp for our staff.
The Financial Services Reform Act now prohibits removalists from offering insurance without a licence. It is a common misconception that there is a blanket coverage available to removalists that covers all their clients moves. This is not the case, no such coverage exists as you can imagine the great variety in the total value of peoples possessions. Removalists used to be able to make money from insurance collecting premiums themselves or at least promising hollow gaurentees that have so many exceptions that they never honour.
Only insurance agents can truly cover you. It is better to be safe than sorry, insurance gives you peace of mind and it is actually quite cheap! We do make a 10% commission for this referral to www.removalsinsurance.com.au.
Do you take good care of my possessions?
"MOVING YOUR WORLD WITH CARE" is our motto, and we pride ourselves on the service that's improved every single day we are in business.
Our removalists are well trained up from many years of experience in the game. We treat every single item appropriately. We look at every piece and ask, "is it scratchable"?, or does it have fragile legs etc. The items are then wrapped in blankets if required and packed into the truck in such a way as to minimize movement in the truck or damage caused by other items in the truck. We wrap up plazma televisions with a bunch of blankets and strap to the side of the truck near the back of the truck. Paintings if not already protected by bubble wrap are also wrapped strapped near the back of the truck out of the way. We have many systems, proceedures, policies and techniques to take care of possessions.
Do you provide storage?
Metro storage in Bondi Junction is our prefered local storage facility. It is clean and safe and it has on site management. www.metrostorage.com.au (Ph: 02 9387 5522)
Better security, the convenience of being able to access your goods, and the economy of storing close to your address together with lower costs are the rational when deciding on your self storage service. They simply provide a better alternative. We move, they store - we are each experts at what we do. We DO NOT accept commissions or have any financial relationship with any Self Storage facility.
I don't have time to pack, can you pack for me?
Yes, we can supply you with the whole packing service. It is a great decision because a good pre-pack can save your own time if you are a busy mum or your time is valuable at work. We pack all your belongings safely into boxes and bubblewrap up any other fragile larger items, safely and securely. Once again, you have the total freedom, and may want to pack your personal items and have ESR pack your breakables only - the choice is yours. There is a four hour minimum on this service. click here for more....
I have no car, can I come with you in the truck?
We would be glad to give you a lift usually, if you don't have a car on the day. However we can only fit three people in the truck so on three man moves we may not have a space.
Why are your arrival times approximate only?
We honour our obligation to you to finish your job. We make our best estimate on our arrival time by phone and hope that our estimates are based on sound information given to us by the client before you. It is almost impossible to garantee the accuracy of that information given to us. So we need some flexibility and patience from you regarding this approximate arrival time. It is quite common in this industry that jobs can take longer than expected. We handle this problem by offering a call on approach for each client. We will endeavour to call you as soon as we know we will be delayed.
Our booking systems helps us make the best decision on your move time and we are usually on time. However please organise your day so that we do not interfere with other plans ,services or inconvenience you in the case we are late. Best to manage other services so that they know your moving arrival time is approximate.
The first job of the day is always accurate within reason. Second and third jobs of the day are less predictable.
What if it doesn’t fit in one trip?
Our trucks are the largest rigid body trucks (34cubic mteres) that we can use safely in the suburbs. 90% of moves we can complete in one trip, 2 - 3 bedroom houses and even most 4 bedroom houses generally without a problem. Larger local jobs don't pose a problem either as a second trip may just help your job move along even faster because it can liberate us from having to pack the truck too maticulously. It can really help the flow of the job. Other jobs that have alot of travel time involved will require a second trip to finish your job.
Do you do interstate?
Yes we also do interstate removals. Prices are calculated differently and generally require a fixed quote and given the estimated cubic metres. We have the best long distance driver and removalist with the most experience that will visit you and give you a very competative quote.
Do you move pianos, pool tables or safes?
We can organise or point you in the right direction to get your piano moved, however we do not do them ourselves as we specialise in budget price local moves. A piano should be moved by a specialist, this also applies to pool tables as they may need to be professionally dismantled, and some safes are just too heavy to be lifted by our equipment.
Can my friends and I help with the move?
Of course! We strongly believe you should be free to control your cost. With us, the more you do, the less we do, the less your move will cost. You can take this to any extreme. The only consideration is that we need you to tell us first, because your contribution may affect our daily time shedule, resulting in lost business. So please just let us know. Also for insurance reasons we would prefer that you not able to enter the truck.
But what if I don't want to help?
You don't have to lift a finger! We understand that you may be busy with other things like looking after babies or organising settlement issues or connecting your services etc. Of course we do hope that you will use our packing service so we can take over the entire job for you from start to finish. If you have done your own packing then we would expect that everything is ready to go so that we don't need any input from you last minute packing. In that case our crew will take care of all your requirements and place things exactly where you want them.
Can I pickup some extra items at another location on the way?
We are usually fine with adding an additional stop to your job as some clients may wish to drop of their old couch and pickup a new one for instance. However we do need that request as soon as possible. If we are already very booked and it is too late on that day we may not be able to add another stop for you, if we feel this may make us late for the next client.
I'm moving next door and don't need a truck, how much do the two men cost?
If a truck is not needed and you only need the two men to help you move, we would still arrive with the truck. It is the same service that as the truck contains both the transport for the crew on a daily basis, and it also contains all of the nessasary moving equiptment that might be required, such as trolleys or lifting straps, tape etc.
Can you hoist some furniture over the balcony?
We can always try to accommodate our clients with anything we can do and we have the tecniques to deliever thru windows and over balconies etc.. However there are some circumstances that may be dangerous to either persons or property or the furniture itself that we could decline to take any such risk. We suggest that you have a plan B for any items that are too difficult to get in.
Do you dismantle/reassemble beds, cots etc?
Yes, of course we offer the service of dismantling and reassembling any beds, cots etc. We will handle anything that only requires a general assembly knowledge, we have some basic tools ready in the truck. However if such requirements get into the relm of a handyman service or any electrics etc.. then we wouldn't like to risk damage or injury. Also we cannot gaurantee to have the exact tool required for every job as some furniture may have non standard fittings.
Truck, staff and equipment answers.
How big is your truck?
We operate with a 6 tonne truck 10GVM. Fully equipped with ramp plus hydrolic lift (900kilo) internal tie rails and light, clean and well maintained.
34 cubic metre (capacity)
Height (clearance required) 3.6 metres
Width 2.4 metres (standard width)
Length 8metres (approx)
Does it have a hydrolic lift?
Yes we certainly do! This is a must to have as we see it. It is an absolute lifesaver! It comes in very handy and can really help out with heavy objects such as large fridges and heavy pot plants etc.. This hydrolic lift also makes our day a bit easier, faster and safer! We also have a ramp on the truck that is generally to trolley boxes straight into the truck until we need the hydrolic lift for some of the heavy items. Then we continue using the ramp.
Do you have blankets and heavy duty trolleys?
Yes, we have a full stack of clean blankets that will protect everything that needs to be protected as it comes into the truck, a quick wrap and it goes into position. We also have heavy duty trolleys and a box trolley so that we can make your move faster. When the stairs are not a problem then we can judge when trolleys are to be used, this can depend on the access.
Are your staff experienced?
We have very experienced trained staff and we always receive compliments on the style of people they are, the care they take and the service they give. The crew often get tips from very appreciative clients, who email me with their thanks. Staff are the front line of our service it all depends on them. This is why we get so much repeat and referal business.
BOXES AND MATERIALS ANSWERS.
PRICE ANSWERS.
How do I pay?
Our payment terms are strictly cash on delivery unless we have a special agreement otherwise. We do not currently have a merchant account for credit card payments, and we do try to avoid accepting cheques. We will accept some company cheques depending on the situation. You could also pay directly into our bank account via internet tranfer. The account number and bsb will be on your invoice.
Please try to have the cash ready before we leave, remember we are a budget hourly rate service so the clock is still ticking until we get paid.
Do you charge travel time?
Yes, our travel time is charged from base to base (depot to depot), usually this is from Rose Bay but we do at times operate from other depots at other centres of Sydney. We just start the clock as estimated leaving from base, and when we have finished the job we estimate travel time back to base with a minimum of 15mins either direction.
Is there a cancellation fee?
Yes we do ask to minimum of 72 hours notice from the time you recieve your confirmation email. The fee is $242. No cancelation is recognised without proof that we have recieved the cancelation notice from you. Please do not text me you cancelation.
We do our best to honour your booking at all times even when we recieve a better oportunity we will not take because you are booked in. We hope that you will give us the same respect of 72 hours.
Why is an hourly rate cheaper than a fixed price?
Fixed Price:
Salesmen from other companies calculate you a fixed quote based on the estimated MAXIMUM time each part of your move will take. They always allow time for more than expected and then some so fixed prices are costed to the maximum time it may take.
Hourly Rate:
With our hourly rates you only pay for what you use PLUS we let you go a step further and help (if you wish) so you can further reduce the time taken. There can be a marked difference. We often come across moves that have been quoted in the thousands and we have moved the client in the $300’s.
How does the hourly rate work?
We charge base to base (depot to depot) a two hour minimum and charge in 15 minute lots after that. The clock starts from depot and again estimated back to depot once we have finished at the dropoff, we may just round it up 15mins. Hourly rates vary depending on the day of your move, a discounted rate you will notice is given for our less popular moving days, Mon thru to Wed. Click here for current prices...
Do you discount your rates?
Yes, you will notice that our rates are cheaper in the earlier part of the week. Also extra men are a bit cheaper than pro-rate per hour, so it is generally more economical to use extra men, your overall cost could be cheaper depending on how much travel is required on your job. An addition benefit is a faster job for your own time back.
Why do you charge Depot to Depot (base to base)?
Most removalists charge a fee for travel to your move. If they don't they will surely have another strategy for getting their time back. Because we pay our people fairly for their time, and that includes travel until they return to base. The crew have to negociate traffic, parking pollution noise and they navigate to the addresses using maps,so everyone is still working while in the truck really. We are based in the Rose Bay/Bondi area. Click to see a map of our base.
For more information please do not hesitate to contact us
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