Significant Deviation from Promises – Damage, Delays, and Lacking Transparency in Billing
I hired this moving company based on a recommendation. I was assured in advance of a professional service with qualified staff.
Before the move:
A comparative quote I already had from another provider was dismissed as “unrealistic.” Later on, the price was set significantly higher than what had been discussed initially.
During the move:
* Loading took significantly longer than announced, even though I had fully prepared, packed, and wrapped all furniture and items, and both an elevator and an unobstructed stairwell were available.
* In my opinion, the team assigned did not meet the promised level of qualification. The process seemed uncoordinated and, overall, significantly less efficient than would have been expected under the given circumstances.
* A specialized professional had been promised in advance for the kitchen dismantling. In reality, the dismantling was carried out by rotating staff members with no apparent specialization, which resulted in damage to a large number of components.
* The process was delayed so significantly that I had to organize additional helpers at short notice to complete the move.
After the move:
* Several items were damaged (including furniture and a television); some items were no longer functional after the move, were incomplete, or have not yet been located.
* The acceptance report noted that a complete on-site inspection was not possible. Identified defects were reported subsequently.
Billing & Communication:
* Additional items were added to the subsequent invoice, which significantly increased the total cost.
* I cannot understand the basis for calculating these subsequent additions.
* Despite repeated requests, no specific information regarding claims processing or insurance was provided.
* During the settlement process, an alternative payment method was also offered without a separate breakdown of the sales tax.
* Acceptance took place very late in the evening, without it being possible to conduct a complete inspection of all items.
Conclusion:
Overall, in my view, not recommended. The service provided does not correspond to the promises made in advance. The process, execution, and billing were neither transparent nor satisfactory.
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Translation
We cannot accept your description as it stands. We took on the job at short notice without asking for the usual down payment - out of trust and to accommodate you.
No fixed price was expressly agreed, but - as stated in the quotation - billing was based on actual expenditure. The schedule communicated in advance was already close to the actual time and effort required later.
On site, it turned out that the scope of the move was significantly larger than originally stated. In addition, the carrying route had not been prepared due to snowfall, so our employees had to secure it themselves first. This resulted in a delay of around 1-2 hours during loading.
The move was carried out in full and completed together on site. The acceptance report was signed by you without any objections.
During unloading, you independently organized additional helpers to speed up the process and reduce costs. This was not necessary as we would have completed the move with our own team.
In accordance with the contractual agreement, payment was to be made directly afterwards. This did not take place. The payment you promised on the following day has also not been implemented to date.
We tried in advance to reach an amicable solution on the basis of a reduced settlement invoice. As no agreement was reached, the services actually rendered were invoiced in accordance with the contractual basis.
Nevertheless, we have already accommodated you by several hundred euros with regard to the minor damage reported in order to facilitate an amicable solution. However, further processing via the insurance company is only possible once the outstanding invoice has been settled.
We have not yet received any verifiable evidence of the damaged TV sets you mentioned. We have only received a cardboard box with a slight pressure mark, which is not sufficient for a final assessment of possible damage to the appliance itself.
As no payment has been made to date and no clarification has been possible, the matter is now being legally clarified.
We work for numerous customers every day and receive predominantly positive feedback, which reflects our standards of quality and reliability. We therefore regret this individual case all the more, but reject your accusations in essential points.
The final clarification of the matter will now take place through the appropriate channels.