i have recently used any van for my removal paying for dismantling, moving and reassembling my furnitures without a time limit..The quantity i had was 10 furnitures that needed dismantling and reassembling and 10 boxes. At 9 am two guys showed up as expected.. They stayed at the property until 15:30pm without managing to do almost anything. I dismantled most of the furnitures myself in order to help them but it turned out that they didn't know how to dismantle them. While i was doing what they were supposed to do,they told me " we will be downstairs when you finish call us." After 6!!!! hours we managed to go to the new property, which was 5 minutes away, where they moved some of the stuff into the house but they did significant damage to the property. During that time they were constantly on the phone with their boss who was pushing them to finish. As a result at 17:30 they told me their boss asked them to leave, so they left my boxes and a matress outside of the property and left without assembling nothing at all..By the time they left the things outside the property, it started raining, destroying the matress and the boxes with our clothes, as there was no one to help me carry them in the house.I called Anyvan's customer service and expalined them what has happened, the damages they caused and that I had two small kids with no bed to sleep,and my mother in law with mobility issues with no bed to sleep as well. Their only reply was that they were giving me back some money for the dismantling and that they could send someone to dismantle the furnitures the next day!!! No kind of interest about my family,or my stuff that were left out in the rain. Only about 20 minutes later they called me and said that the driver will come back and put my stuff inside the house. At 19:00pm the driver and his mate came back to the wrong address, at my previous empty house!!!!!, where of course there was nothing.to put in. They said their boss gave them the wrong address and left.
I have made a complaint and put a claim to AnyVan,but after 15 days I haven't heard anything from them.
There is no way I will use them again
Anyvan came back to me on September 24 saying the following
"Thank you for your patience whilst we have investigated your claim. Upon receipt of your claim, we have launched a full investigation. During the investigation, we have reviewed all evidence that has been provided by yourself and the transport providers, and have spoken to your transport providers and our transport team. Unfortunately, as a result of our investigation, we are unable to uphold your claim. We have included the reasons behind this below to explain.
AnyVan acts as an agent within the booking which means we must mediate with the Transport Provider in an attempt to resolve the claim. Upon speaking to the Transport Provider they have advised that during the unloading of the van the customer assisted with this taking item into the property. With this in mind, we are unable to ascertain liability and therefore are unable to uphold this part of your claim.
In reference to your mattress, we are without "before" images and are therefore unable to gauge the condition before the move commenced.
" 8.2 Unless previously agreed in writing, the Partner’s liability is fixed for all claims of loss or damage to goods, due to its negligence or breach of Contract, for an amount of £100 per individual item and for the avoidance of doubt limited to an aggregate of £50,000 (fifty thousand pounds for all items taken together). If all of the goods transported by the Partner are stolen during the provision of the Services or destroyed by fire the Partner’s liability is limited to a total of £50,000 for all of your goods. It is your responsibility to provide AnyVan with evidence of the value of goods lost or damaged and proof that the damage was caused by Our Partner. For the avoidance of doubt the liability under this clause is limited to a total of £50,000. If you would like to increase your cover, you can request Comprehensive Insurance Cover in accordance with clause 9.3."
"8.3 The Partner is liable for damage to your goods and premises subject to you producing satisfactory evidence that the damage was caused by the Partner and not by you or a third party."
"8.4 Neither AnyVan nor its Partners are liable for:
"a. Damage caused as a result of your actions and/or your breach of these Terms"
A reply full of lies and avoiding the responsibility.
Anyvan claims that the damages were due to my help. Such a big lie since I didn't help them carry anything in the property and my only interaction was only when the removal guys managed to stuck a bed frame between the walls by damaging them.
Anyvan is asking "before" photos of the matress while they already know that the matress was left outside of the propery along with boxes containing clothes and books while it was raining.
Anyvan was willing to give me £50 as " a good will gesture" and I bet this is to console the fact that my young kids and my mother in law with mobility problems were left without a bed for 4 days. Needless to mention the damages in the property although I have sent them images. The same images that the tranfer company has, but they didn't bother to double check,or "forget" to mention.
Αfter this unacceptable behavior and response I retain my legal right