Is This Quote Fair?

user1977

Spectralis said:

But how does that affect trading rules and regulations? Lots of opinion but no evidence explaining how those rules and regulations apply to a so-called "marketplace". A company can describe itself in any way it likes but that doesn't change trading law. And if it does, where's the evidence?

It doesn't change the law, but it changes whom you're contracting with. AnyVan are acting only as agent for whoever is actually doing the shifting. The evidence is in the terms already quoted.

tightauldgit

Spectralis said:

"But noted that you don't accept any responsibility for your actions."

I accept full responsibility for my actions. I just don't think the quote was reasonable. That's what I'm questioning.

"The UK’s favourite delivery, removals and transport marketplace"

But how does that affect trading rules and regulations? Lots of opinion but no evidence explaining how those rules and regulations apply to a so-called "marketplace". A company can describe itself in any way it likes but that doesn't change trading law. And if it does, where's the evidence?

The NHS sub-contracts. Companies bid for contracts. But if they don't deliver a service the NHS is ultimately responsible. I worked in the NHS. The number of times contractors underbid, couldn't deliver the service and it had to be taken back in-house. That privatisation process is described as a part of a health "marketplace". The word is meaningless unless it's set in the framework of law.

1. Clearly you don't accept responsibility for you actions. Your characterisations of what happened to you show that.

2. Because being a marketplace isn't the same as sub-contracting! Your contract is with the company who agreed to provide your moving services. The definition of the word was set out in the terms you agreed to even if you didn't read them. You can't complain something isn't set out in a framework of law if you don't read the relevant terms in the contract you are signing up to!

Has the company broken the terms of Anyvan? If so you should complain to Anyvan and if they don't act then you might have a claim against them

Has the company broken consumer law? If so you should complain to the company and consider an action in court against the company. 

There's no point getting annoyed at people here explaining the law to you because its not convenient. Most people here go out of their way to help people as much as they can but they can't always tell you what you want to hear. 

The basic problem here is that you seem to have committed to a contract with a company that allowed variations without any specifics of what they would cost. You've put yourself over a barrel. Your get out was to change the terms 49 hours ahead of the job and cancel if it didn't suit. 

Spectralis

You're not explaining trading law. You're explaining AnyVan's T&C's. They're not the same thing.

As for not taking responsibility are you claiming that anyone who complains about a product or service is not taking responsibility? What about the company's responsibility to offer a fairly priced service? Something that the law stipulates.

You're right, AnyVan have got me over a barrel. That was a combination of their opaque T&C's and the ridiculously high quote after I had already bought into their system. If the second quote had been reasonable then I wouldn't be on here.

If my case can prevent anyone else visiting this forum making the same expensive mistake then it's job done.
The next time I visit an online "market" I'll make sure it really does offer choice and competitive prices like eBay and Etsy do.

Spectralis

https://m.facebook.com/bradleysremovals/videos/anyvan-got-their-moment-of-fame-last-night-on-bbc-the-one-show-watch-below-the-a/157702413102121/

AnyVan on The One Show and a scathing review from a rival. Glad that I'm not the only one unhappy with their trading practices.

Spectralis

https://www.bbc.co.uk/programmes/articles/1PtgdkDvh6np0g0twpNh58T/anyvan

Looks like I'm not the only customer who thought AnyVan was a removal company contractng drivers according to the BBC Watchdog report.

Spectralis

They also seem to take responsibility for the customers grievances against the drivers and effectively fired one from their "network". Just like a normal company might do unlike an unaccountable "marketplace".

Alderbank

Thanks for the link.
Watchdog is now a small part of the One Show, part of the BBC's light entertainment output. Many people find it entertaining.

It's getting late now and you have a busy day ahead. I, and I'm sure the other posters, hope everything goes OK for your move tomorrow and you settle happily into your new home.
In a short time you will forget the stress of your move. I hope your stem cell treatment goes well and you make a full recovery.
Please come back and tell us how the move went, both good and bad.
Very best wishes

born_again

Spectralis said:

In my experience Amazon has intervened with third party purchases every time where necessary.
If AnyVan, who handle the whole order process, aren't responsible for the contract between the subcontractor and the customer then who is responsible for protecting the consumer? That's what I'm questioning.
AnyVan clearly advertised changes up to 24 hours before the job front of house when I booked but didn't advertise the provisos such as the price potentially doubling or their 50% refund policy after 48 hours.
I'm sure many customers like myself rarely move home and are unaccustomed to catches like these. I think it's dishonest to advertise positive features about their booking system without equally disclosing the downsides. 
I booked seven days in advance for this Saturday and made changes on Thursday. The price then doubled. Even the call handler was surprised and questioned it with his manager to no avail.
If that's acceptable business practice nowadays and us suckers should read the fine print before buying anything then that's not consumer protection it's Lord of the Flies.

That is Amazons choice. 
It is not a legal consumer requirement.

Spectralis

Alderbank said:

Thanks for the link.
Watchdog is now a small part of the One Show, part of the BBC's light entertainment output. Many people find it entertaining.

It's getting late now and you have a busy day ahead. I, and I'm sure the other posters, hope everything goes OK for your move tomorrow and you settle happily into your new home.
In a short time you will forget the stress of your move. I hope your stem cell treatment goes well and you make a full recovery.
Please come back and tell us how the move went, both good and bad.
Very best wishes

Thanks so much for your best wishes. I really appreciate that. I hope all is well with you too.

Here is my feedback. (Cue suspenseful music!)

The driver arrived slightly early but there's online tracking so I was aware of that. The first thing he said to me was that he had another two jobs and had to be quick. I'd packed everything so it was just a case of him using his trolley to wheel it all downstairs to the van.
His helper hadn't made an appearance yet so against doctors orders I moved all the boxes outside the front door for them. At one point the driver questioned the number of boxes so we counted them together. I'd taken photos of the load just in case there were misunderstandings later on.
We took everything down to the lorry in about 15mins. The second helper used my trolley to load the van which made it quicker. I then caught the train to my new address and waited for them to arrive.
When they arrived, after encountering heavy traffic, they wheeled the boxes around to the front door and left them outside as I requested. I brought the boxes in myself so I could organise everything properly.
It took just over an hour. Plenty of time for them to complete their other jobs.
Was it worth £355? Not even if the van was gold plated but as long as AnyVan don't try any trickery I'll let it go.
I still think I was ripped off and AnyVan are shysters. But I won't be using them again.
There are many people who, for whatever reason, find arranging services online very difficult. Most people rarely need removals and have no experience of arranging them, especially online. So when a company promotes a feature and hides the caveats in the T&C's that's, at best, misleading and, at worst, dishonest.
Rather than lectures about reading the T&C's, consumers like myself need action to make trading more transparent.
Thank you all for responding even if we didn't agree about everything you took my concerns seriously. Have a great weekend.

cymruchris

Good to hear you've made it to your new home - get on with unpacking, and beginning to enjoy the new surroundings. In the grand scheme of the world things could have gone differently, but you're there now, and if you ever decide to move again, no doubt you'll be doubly careful when getting your quotes together. As long as you've found the kettle and had a nice cup of tea/coffee - or got the fridge filled with cold drinks - I'm sure things going forwards will be a little less stressful.