John Charles
I am 62 with mental health disability, I find it very difficult to understand and follow instructions, also I get confused easily. I live alone with no friends or family so that means that I have to do everything myself. I went on AnyVan website. There are online forms to complete one of which I thought was to be used as a guide for a quote, so I listed the larger items and guessed how many bags and boxes there would be. I informed them of my mental and physical issues, I received a quote and accepted it fixing a moving date. I have been finding the thought of the move very distressing as due to my mental health disability I become emotional regularly. On the moving day I felt ill and extremely anxious. The driver rang me as they were travelling to tell me the time they would arrive. The driver and mate had a look round my home and after a lengthy conversation, in a foreign language, informed me that my items were not packed correctly so they were unable to carry out the move. I rang the company and explained the situation, the reply was that I would have to book another day and time when my stuff was correctly packed at a cost of 50% of the original quote? The driver (who was the only one who could speak, broken, English) already knew the outcome as he had spoken to his boss(in a foreign language so I had no idea what was said) I fixed another date and they left. I found the experience distressing and became quite ill? I had to change the moving date again because I was too ill to move, I had no strength or inclination to attempt to move. The move was scheduled for Wednesday 26/05 /2021 and I rang them to rearrange the date on Sunday 23/05 /2021 giving them over 48 hrs notice making the change of date not eligible for any extra costs. Finally I had to do my best to steel myself for the move? I received a call informing me that they would arrive by 11am, which was smack in the middle of the time slot. The Luton van was reversed onto my drive and out got two young men dressed in t shirts, shorts, trainers and one had a baseball hat, my impression was do these lads look like people I can trust to take care of my stuff? They had a look around the bungalow and upon entering the back bedroom, the English speaking??? driver checked his mobile phone and said you have not asked for dismantle things. What needs to be dismantled? The single bed that I had moved, fully assembled, into the bedroom myself? It would not be moved until dismantled, so I did it myself. At which point I decided my best bet was to hide in my bedroom? They had a running conversation in a foreign language which I found to be extremely rude and disrespectful. They loaded most of the boxes and then came into my bedroom where I was trying to practice the calming techniques that I had been instructed to do when distressed and anxious. Once again the driver consulted his mobile phone. He informed me that I had put two single wardrobes but these were doubles because they had two doors, I thought they were singles because they stood alone and not joined together? He then said because of my mistake he could only move one unless I paid extra for the second one? He then spotted two wooden fire surrounds and asked what they were and if they were to be moved. I told him that they were to be moved, he said they weren't on the list so they would have to charged extra or not taken? By this time my calming exercises had evaporated. I asked what list was he referring to and it was the guide that I had filled in for the quote? I told him that it wasn't a list of the only things that needed to be just a guide? His response was he could only take the things on the list and I had to pay extra for the items not on the list I refused to pay any extra, told him that I wanted all my stuff back in my home and I was going to get a refund. It took me fifteen minutes to on hold to get an answer, by which time my emotions were all over the place. The agent told me that the list I supplied was the inventory they worked off therefore I either pay the extra charges or only the items on the list could be moved. After her telling me the same thing several times and saying that it was my fault for not including everything to the list I finally broke down and told the lads to put all my stuff back as I didn't want to use this company. The woman kept telling me that it was all my fault and I would not receive a refund. Through a flood of tears I told her that I would sooner throw away £610 than use their company. All this from a company who associates its self with and supposedly supports a metal health charity. You should be ashamed because I am disgusted.
3 months ago
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