Removal company won't pay for damaged item

Antlers2023

I hired a removal company in July during the move they broke a panel on a glass chest of drawers. The stated they were liable and asked me for the receipt and quotes to repair, I supplied both. They then stated as I did initiate the claim with them within 7 days they would on pay £50, the changed that a few days later stating they would pay £150 as a gesture of goodwill. The chest cost almost £300 3 years ago, to purchase today would cost over £500 and to repair £200. They won't respond to my emails and have removed their complaints details from their website. On top of that, they requested full payment 48 hours prior to move date which I paid during the actual move they told me I had to pay another £360 +vat or the job would not be finished which I had no choice but to pay,they also stated they provide 2 removal team members for the job and had provided an extra man for free, which I didn't request. I believe they should pay for either a new unit or the repair of the damaged unit and refund the extra money they charged due to their incompetence. Help

Aylesbury_Duck

Antlers2023 said:

I hired a removal company in July during the move they broke a panel on a glass chest of drawers. The stated they were liable and asked me for the receipt and quotes to repair, I supplied both. They then stated as I did initiate the claim with them within 7 days they would on pay £50, the changed that a few days later stating they would pay £150 as a gesture of goodwill. The chest cost almost £300 3 years ago, to purchase today would cost over £500 and to repair £200. They won't respond to my emails and have removed their complaints details from their website. On top of that, they requested full payment 48 hours prior to move date which I paid during the actual move they told me I had to pay another £360 +vat or the job would not be finished which I had no choice but to pay,they also stated they provide 2 removal team members for the job and had provided an extra man for free, which I didn't request. I believe they should pay for either a new unit or the repair of the damaged unit and refund the extra money they charged due to their incompetence. Help

You're entitled to be put back in the position you were in before the damage, so in other words, a 3 year old chest of drawers.  If the original cost £300 three years ago, then £150 isn't too bad because you might be able to pick up a second-hand version for that price, or put the £150 towards a brand new unit.  If you have an independent estimate of repair at £200 then go back to them and see if they'll increase their offer.

The other stuff is a separate matter and entirely dependent upon the terms of the contract, which we can't see.

user1977

£150 for a secondhand chest of drawers? I'd take the money and run.

DullGreyGuy

Removal van insurance is on an indemnity basis not new for old typically. So the new price of the item is fairly irrelevant now or when originally purchased but it's the secondhand value that matters. 

£200 to repair a single pane of glass sounds fairly expensive, did you get just 1 quote? £150 for a 3 year old chest of draws which can be repaired probably isn't too bad an offer.

saajan_12

If they are now offering £150 out of the £200 cost to repair, then I'd probably take it. They don't have to buy a new one, and while a good quality chest may not depreciate too much, you're capped at the repair cost anyway if that's possible. Is the argument worth the £50 difference? 

The extra charge is a different issue.. did they give a reason at the time? Eg more stuff than quoted, T&Cs stated a max number of hours, etc. 
Arguably it was an agreed cost at the point of paying, so not reclaimable. Might have a slim chance if you 'paid under protest' and said so at the time.. 

born_again

Take the £150. Then pop to a local glass merchant & get them to make a piece up. 👍

ArbitraryRandom

saajan_12 said:

The extra charge is a different issue.. did they give a reason at the time? Eg more stuff than quoted, T&Cs stated a max number of hours, etc. 
Arguably it was an agreed cost at the point of paying, so not reclaimable. Might have a slim chance if you 'paid under protest' and said so at the time.. 

If it was demanded on the spot under threat of not proceeding then there's a (decent) potential claim for duress - there's no requirement under UK law to say 'under protest' 

The key question would likely be if the OP was informed in advance/if the terms of the contract said if they had underestimated the job* there may be an additional charge on the day. 

*assuming the OP advised as to the volume of goods to be moved or selected the size of van needed vs the trader coming to the property to assess and provided a fixed quote. 

Antlers2023

Thank you all for your advice and knowledge, there is the issue of they won't respond to me and therefore they won't pay the £150

Aylesbury_Duck

Send them a letter chasing up the £150 and saying if they don't cough up then you'll take them to court for the £200 repair cost.