Anyvan removal company

KatyG20

I booked and paid for a van to collect my son's belongings and move them to university. He does not live with me, but I paid for the removal and then asked for the company to use my son's email and mobile to provide tracking. Fantastic customer care to this point when wishing to secure bookings.
I gave an itinerary of items but as some was in storage I requested advice if the itinerary was different on the day of the move. I was reassured if the items were not 'wildly different' the driver would be fine.
The driver was not fine. Excess items including two pillows incurred an extra charge of £63. Most of the extra items were placed inside the itemised laundry basket. My son felt pressured to accept the charge or leave the items on the road side as per contract. My card details had been stored as a recurring payment. I did not know this. No contact was made with me regarding this payment or consent and when I rang multiple times to query this charge after removal, due to it contradicting the customer service lady, they refused to talk to me about this without my sons permission.
My son then incurred a £19 fine on my card for arriving 'late' to meet the driver. Sadly a tube and train and a sprint across an unknown city was not timely enough. My son did not know about this until he got a "I will be there in 20 min" call. My son explained this would not fit his timings as he was not on the platform. 7 mins cost me £19.
There is a good side to this service but an ill informed customer service manager cost me £63. The fine was lacking in any empathy and a cynic could say it is a great way for the company to maximise profit belting along a road to ensure the client is late. Having money taken off my card without being allowed to discuss also raises concern.
Be careful when booking to be mindful that the price you pay on the day is not necessarily your final price. I will never use the company again and customer care are extraordinarily rigid and unwilling to see any other perspective other than a price list. Hope this helps others.

cannugec5

KatyG20 said:

I booked and paid for a van to collectb my son's belongings and move them to university. He does not live with me, but I paid for the removal and then asked for the company to use my son's email and mobile to provide tracking. Fantastic customer care to this point when wishing to secure bookings.
I gave an itinerary of items but as some was in storage I requested advice if the itinerary was different on the day of the move. I was reassured if the items were not 'wildly different' the driver would be fine.
The driver was not fine. Excess items including two pillows incurred an extra charge of £63. Most of the extra items were placed inside the itemised laundry basket. My son felt pressured to accept the charge or leave the items on the road side as per contract. My card details had been stored as a recurring payment. I did not know this. No contact was made with me regarding this payment or consent and when I rang multiple times to query this charge after removal, due to it contradicting the customer service lady, they refused to talk to me about this without my sons permission.
My son then incurred a £19 fine on my card for arriving 'late' to meet the driver. Sadly a tube and train and a sprint across an unknown city was not timely enough. My son did not know about this until he got a "I will be there in 20 min" call. My son explained this would not fit his timings as he was not on the platform. 7 mins cost me £19.
There is a good side to this service but an ill informed customer service manager cost me £63. The fine was lacking in any empathy and a cynic could say it is a great way for the company to maximise profit belting along a road to ensure the client is late. Having money taken off my card without being allowed to discuss also raises concern.
Be careful when booking to be mindful that the price you pay on the day is not necessarily your final price. I will never use the company again and customer care are extraordinarily rigid and unwilling to see any other perspective other than a price list. Hope this helps others.

I’m really not understanding your post at all. 

The excess items “included” 2 pillows - but what else? What is the relevance of the pillows? This could have been a whole skip full of stuff for all we know. 

£19 charge for being late. Yes, you have acknowledged he was late .. so ? 

“7 minutes cost £19 “. Is this the same £19 charge for which you have already admitted your son was late? 

I’m sorry but from what I can see you have expected a service that you have booked to hang around and be at your (son’s) beck and call when they potentially have other customers waiting and they cannot be late for the next job.