Removal company not finished job - what to do next?

jaredashe

Have been having a nightmare with a removal company an would appreciate advice!

We booked company in for 10am on Saturday. For starters, they turned up 2.5 hours late with no good excuse except that they were on another job.

Our quote from the company included removal of a piano. The guys who turned up claimed they did not know this, attempted a move but abandoned it in the hallway of old place. We phoned the company who assured us another group of guys would come out that evening to move the piano.

Nobody turned up, no contact from company.

Called several times on Sunday, every time the same thing - apology and a promise we would be phoned back. To date company has not phoned us back after promising to approximately 10 times.

I am now in situation where they have not completed the job and seemingly have no intention of doing so. They have charged my card for payment.

Any advice? Can I take them to small claims for a refund as they have failed to provide agreed service? Will a formal complaint to them
Make any difference?

Any help would be great.

The company is called Handy Moves, based in London. Don't ever use them!

marleyboy

Call trading Standards and explain the situation, phone the company back informing them that you are now taking them to small claims court to get your money back and no other false promises will do, proceed with a small claims court, phone another company to remove the piano for you, keep receipt in case you can claim that back from them too.

Keep us all informed on your progress.

Evilm

I would complain to them formally first (by recorded delivery) and then go to trading standards if you do not get a decent response.

They have failed to carry out the job and they owe you a full refund in my view.

dacouch

Evilm wrote: »

I would complain to them formally first (by recorded delivery) and then go to trading standards if you do not get a decent response.

They have failed to carry out the job and they owe you a full refund in my view.

I don't think legally you can justify a full refund as they have carried out the rest of the move.

What might be a good idea is to request a quote in writing from another company to move the piano. You can then send an official letter eg a "Letter Before Action" (A letter advising them your next step is court). In the letter you can advise them that the enclosed quote represents the cost of having the work completed and in the absence of them completing the job you will issue proceedings for this amount.

Did you have anything in writing about them being aware there was a piano?

more_money_for_me

You say you paid by card, if it was a credit card you can simply challenge the payment, as it offers you protection against goods and services that are not up to standard. Unfortunately the same does not apply to debit cards.