Kristen
SCAM!
An absolutely HORRIBLE experience. Stay far far away from Remoov. I do not usually do reviews, but this was SUCH a horrible experience that I need to worn others. As another poster stated, "TLDR; be mentally and financially prepared for items marked as "resale" to be changed to "recycle" on the spot by the team who comes to pick up your items." I recently used Remoov because I thought it would be a convenient way for me to sell, donate or recycle approx . 1 apartment's worth of furniture that I had been keeping in storage (incl. a table that originally retailed for over $5K). As the furniture had been moved into storage by a professional moving company, it was all neatly wrapped up. Remoov indicated over the phone that I could take a picture of all my items so that could get a estimate of the space needed for the truck and they would assess my items after. (Note: Do NOT make my mistake of believing what these customer service reps say). They came to my place and realized their estimate was wrong (by 2x) and preceded to load everything up and recycle EVERYTHING including the table and a full PB bedroom set. Well, they said they recycled it - it's unclear to me where it got recycled to. I call the day of to ask why everything they picked up got trashed (I at very least was expecting the items to get donated) and they tell me it takes about 5 days for the dashboard to update (this was a lie). And, I call back a week or so later and they confirm that ALL my furniture and items were trashed. And, on this call I get gaslight by their customer service saying this was all my fault and that I had "signed" an agreement - when NO ONE at the time of pick up explained to me which items were being sold, donated, or recycled (I was still under the impression they would go to review). I easily lost out on a few grand. Save yourself the hassle of Remoov and just call 1-800-GOT-JUNK.
Response from RemoovOct 28, 2024
Hi Kristen I am sorry about your experience but I would like to provide some additional details. Prior to your pickup you sent us one photo of what looked to be a garage full of boxes. We asked you what was in the boxes and you replied "Mostly kitchen items (e.g. pots and pans, glassware, etc. )". We created a pickup estimate based on that photo and in the estimate we stated that everything would be donation - at no point did we say we were going to resell these items. I am happy to forward you again the estimate that we sent to you prior to the pickup that was accepted in order to book the pickup. We try to be as accurate as possible with our estimates and we do that based on the prior photos we received. We tried doing that with the information we had to create our original estimate and I am sorry if the estimate was off. I can promise we try to be as accurate as we can with the information we have. I will definitely reach out to the customer support team to give them better guidance with regards to pickups where we are unable to receive photos prior to the pickup. I do agree that is an area for improvement. On the day of the pickup (we have our own team and we do not subcontract out our work to other companies; we also use 26 foot moving trucks which hold about 1350 cu ft of stuff) our team arrived and they started collecting the boxes. The team separately processed the following items for disposal: a set of mirrored dressers which had damage (I can provide photos from the time of the pickup), a bed frame and mattress (which we do not resell and none of our donation partners accept), lamps, and a dining set which we have not been able to get placed with donation companies in the past several months. Everything else was donated as I am looking at your dashboard. Our team collects items added during the pickup and it is our appraisers that determine whether an item can be resold or donated based on our historicals. We also provide automatic receipts as soon as the pickup is complete. We do not resell items that we take in on donation or recycle. Our mission is to minimize waste - but we are at the mercy of the market for resale demand and our donation partners with regards to what they accept for resale. You are always welcome to check out our online store reperch.com or visit our warehouse which is very full. This is how we sell all the inventory and you can see that nothing that was collected for donation or disposal was in fact sold. We strive to be as transparent as possible and I know moving is a difficult time with high stress and miscommunications happens. We have done over 15,000 jobs in the Bay Area and I can say that outside of a few rare cases most of our clients are incredibly happy with our service. I am happy to talk on the phone if you would prefer to chat further and clear any additional questions.