Absolutely abysmal service in every respect
Absolutely abysmal service from start to finish. Would like to give minus 1000000 stars.
I have been renovating a house and had finished ripping out the insides. This produced a lot of waste. Given how difficult and expensive it is to remove large amounts of waste from residential roads I figured a grab lorry would be the best option. I outlined my access concerns to link2london, I sent a video of all the waste I had in the garden that needed to go, they said it was fine, I confirmed the reach of the grab and moved all the waste to within this reach.
I live on a road where there is a school at the end so access times are restricted. I intentionally booked a time and a day when I knew the road was barely used and wasn’t near school opening hours.
I confirmed multiple times the weight allowance I had and was repeatedly told it was 16 tonnes.
I moved every single rubble bag out of that house myself, and piled them in the areas that were most easily accessible. I weighed many of these bags to ensure I made the most of my 16 tonnes and had an accurate idea as to how much waste there was.
Link2london turned up hours late, barely 15 minutes before the access restrictions started and only after multiple emails and phone calls from myself. Their driver laughed at me several times, proceeded to hack at the carefully constructed piles in the front and back garden. After two scoops I saw my rubbish poking out above the height of his lorry in the middle. (See later points, they are yet to prove he arrived with an actually empty lorry). He took photos halfway through.
Because he only laughed at me and refused to listen to me try and explain what was where and what I suggested he started with, he also tore out a tree trunk and took multiple plant pots and 2/3 of a raised bed with him.
At some point the driver had a heated conversation with someone on the road, he moved a lot faster after this.
I didn’t video or photo what he was doing because I was initially so glad it was all going to go. And then kinda defeated by how awful it was and the drivers attitude, as he laughed at me again at the end after throwing something in my face to sign and rushing off (less than a minute before school was out).
I am certain he did not take a full load.
I have photograph evidence he could reach all of the waste I had place. I have photograph evidence he dug giant holes in my garden and took away soil that was in no way part of the very obvious waste pile.
He also broke the entirety of my front wall.
I attempted to speak to the company about this. I initially only asked for 50% of my money back as I accept they took some and I didn’t notice the wall immediately because the whole thing had bummed me out as I’d worked so hard stripping the house. I noticed it when taking photos to send to them.
When I then told them I held them liable for the wall damage (there is literally nothing else that could have done it, and the driver got in and out of the lorry a couple of times. I thought at the time
he was moving things around to make them easier to scoop up. More likely he knew what he had done and wanted to see how obvious it was.
After a few tedious back and forth via email with the company, during which they attempted to put a whole load of responsibility on me for work undertaken (none of which had been stated earlier when I made the booking). They then said regarding the broken wall they would review the cctv.
And now they are ghosting me. Which makes it pretty clear that they know they are in the wrong and did mangle my wall but won’t take responsibility.
I will be taking this further to any relevant regulatory body and the court.