I paid VIP removals, who works with Classic Removals, to move my furniture from Uitenhage to Cape Town. They quoted me an amount of R3998.00. No sign of including or excluding vat, yet when I received the invoice, I paid R3998.00 + 14%VAT. Collection took place as shown on invoice (1 January 2015), yet today is the latest scheduled delivery date (5 January 2015). Today I find out that my furniture is in Durban, and conveniently everyone is unable to answer my calls. Michal, Louis, Michelle, AJ and everyone else involved in this whole ordeal is pathetic at corresponding and communicating through any changes. Am I to take emergency extended leave? As I was to travel back to Uitenhage to finalize the last of my arrangements on 6 Jan 2015. I have no words, just regrets and dissapointment to show. Hopefully out of spite they don't deliver my furniture in pieces.
Cape Town, Western Cape
Reason of review
Poor customer service
VIP movers won't acknowledge claim
the date of collection-Morning 6Jan(1.5 days late as arrived-09h00 7th Jan) and delivery- late 6th/early 7th(another 2 days as arrived late morning 9th Jan)therefore the dates were not kept to, the addition services paid for eg: shuttle, packing, package material, were not supplied and not re-imbursed. Damages caused by the move: torn lounge suite, big hole in tumble drier, badly scratch tables and torn two seater couch. Still waiting for compensation. Paid insurance of R1500.00 why must the consumer always loose? the correspondance and detail of events listed below: I am herewith sending you the only quotation that I can obtain for the replacement value of the goods damaged in January 2010. I unfortunately can't seem to obtain a 2nd quote as the lounge suite is no longer on the market and that was the highest value item. The quote as above is from the same supplier that I purchased it from. I hope that this is acceptable? I would like to once again plead my case of the claim I put in against VIP for the time delays and services I paid for and did not receive. I am once again reminding you as to the details of events. I sent out an enquiry on 28 October 2009 for the move of furniture to be collected from Umtentweni - Natal south coast and delivered to Steelpoort- Mapumalanga for the Wednesday 6 January 2010. I received your quotation for R9100(excl) (7600 for the move and 1500 for insurance) 5 Nov- e-mail-I requested a new quote to include for shuttle service as I explained that a large truck could not turn around in the complex, as well as a price if you did my packing for me. 6 Nov- e-mail -You requested the distance for the shuttle and I estimated between 250 - 500m 6 Nov- e-mail -I received a revised quote and invoice 8445 for R11,220 (excl) (7600 for move,1500 for insurance, 1350 for shuttle,520 for packing,250 for plastic covers) 11 Nov- e-mail -You confirmed the booking for collection for early morning 6 January 2010,(time to be confirmed closer to date) 23 Dec - telephone -I called to confirm collection, you asked me to pay the balance of the value before 24 December, and yes all is still on schedule 4 Jan – telephone – I called to once again confirm if all was on schedule and what time the truck would arrive on the 6th. You responded that it was the 7th, and I corrected you by stating it was Wednesday the 6th and not Thursday the 7th. You told me you that yes I was correct but you could not tell me what time the truck would be there, but would try for as early as possible. 5 Jan – telephone- you called me after 19h00 the evening to inform me that the truck had broken down and would only arrive on Thursday 7th, we had a disagreement and you asked me to make the necessary arrangements or should you cancel. The time was so short that I had to make calls and try and change our plans. 6 Jan – my husband and myself realized that due to this one day delay we were now so pressed for time, that we started packing our goods ourselves, as we had commitments to uphold. 6 Jan – telephone- I once again phoned you the afternoon to enquire what time the truck would arrive, you told me that it should be there by aprox 08h00. 7 Jan – telephone – I called once again @ 08h30, to enquire where the truck was, and you told me that the truck was delayed as he had to deliver goods for some-one in Durban and that person was only landing at the airport @ 11h00, there after he will deliver the goods and come directly to me. 7 Jan – telephone – I called @ 12h30, to enquire where the truck was and you told me he should be there by aprox 14h00. 7 Jan – telephone - 14h30, I called again? You then told me he should have been there already, you would contact your dispatch Manager and find out where he is. 7 Jan – telephone – 15h00, I called again as still had no response from you, you said that he was on his way but was held up in a road block. 7 Jan – telephone – 16h30, I called again, still no feedback from you, you gave me the driver's number and told me to phone him myself to find out where he was 7 Jan – telephone – 16h35, I called the driver, he told me he was in Umhlanga rocks, I explained that he needs to come to Umtentweni- south coast and not Umhlanga rocks north coast. 7 Jan – telephone – 16h42, I called you to explain what the situation was, you told me that you would find out and come back to me 7 Jan – telephone – 17h00, I called once again, you told me that I must have spoken to the wrong driver, you will call me back. 7 Jan – telephone – 17h10, I called again, you told me he was on his way, I must try and phone him again. We were angry with each other by this time as when I asked who was going to carry these extra costs, you informed me that you could only handle one problem at a time and were only interested in trying to get the movers to arrive. You informed me that we would discuss this later. 7 Jan – telephone – 17h35, I called the driver and he told me that he was then in Durban and was now leaving to come in my direction. 7 Jan – telephone – 18h30, called the driver again, he told me that he would be there shortly, I subsequently left and went to wait at the main road in case he missed the turn. 7 Jan – arrival – 19h00, the truck arrived at a little past 19h00, it was getting dark at this time. I then asked the driver where the shuttle was that was going to move the furniture. He informed me that he never knew about any shuttle, he only had a small trolley to move the goods. By this time I was furious, I am sure that you can understand my aggravation as I had paid for the shuttle –R1350.00. The driver and myself walked the way back to the unit and I asked him (what now?) on which he responded that he would try and reverse the truck down the narrow lain. I had no other alternative but to take a chance as time was now a major issue. I was supposed to be back at work that morning already. The driver reversed the truck, broke a few branches and damaged a few plants, but got to my unit. When He opened the back door, there was already furniture in the truck. I asked him where the packing material was as I paid for them to pack. He once again told me that he was not informed of this and had nothing. I was now fuming with anger as you can imagine. Fortunately my husband and myself had the foresight to already have boxed everything, but I desperately needed the plastic covers as arranged, as I mentioned on my inventory list that there were large mirrors and pictures that needed to be bubble wrapped. As you can guess- no wrapping. The driver and helpers then first had to unload the previous furniture in the truck to repack this correctly, to try and fit our stuff in. Time was ticking…. Be that as it may, not all our goods fitted into the truck, no matter how it was packed. We actually had to leave furniture behind. We also loaded our car to the brim, nothing else could fit, this resulted in loss of furniture on our behalf. We eventually left the premises just after 23h00 that same evening. As you are aware, we had to be there to supervise the loading, and then had to rush home to be there before the truck arrived to once again supervise the off loading. We asked the driver what time he expected the truck to arrive the next day -8th Friday, and he told me that he still had to go via Middleburg to collect 10 more boxes. We were so shocked as how was he going to fit in 10 more boxes if all our goods did not fit. He explained that when they get there they will once again offload and repack to make space for the 10 boxes. I was so tired and exhausted by all the problems and excuses, that we just left. I had a urgent meeting that I was supposed to be attending the Friday morning, and as you are aware, never made it in time. This was disastrous to my career as I explained. 8 Jan – telephone – 17h15, you called me to inform me that the truck would not be delivering my goods that day, but could only deliver the next morning, Saturday 9 Jan. You also had the gumption to ask if this was acceptable? What was I to say? NO?, I needed my furniture. 9 Jan – telephone – 07H10, I received a call from our mining village security to say the truck had arrived. 9 Jan – arrival – The truck had arrived at last. And here is where more problems arose. On delivery and unpacking we were shocked to see the damages that had occurred to our property. Damages occurred while move was done by VIP movers 1. Bed - torn at the base, the wood was protruding - 2. Bedside table badly scratched 3. Tumble drier now had a large hole in front of the machine as large as a glass coaster 4. two seater couch Grafton Everest which was brand new and now was torn through the back of the chair. 9 Jan – telephone- I called you about this as by now tempers were high, your response was of such a nature that this happens and that I need to take pictures and state the breakages on the travel sheet and send to you the Monday. 9 jan – telephone – you called us to find out if the truck had left yet, my husband then spoke to you and informed you that the service thus far was appalling and he wanted his re-imbursement prior to handing the driver his keys back. Both you and my husband had words as tempers were now boiling. I am sure you can imagine our frustration with the whole episode so far? 9 jan - telephone – I returned your call to inform you that the driver had left and I would send you the pictures and mail of my claim against VIP. You agreed that this was acceptable. 11 Jan – e-mail –I sent you a mail as promised with all the pictures as well as a detailed explanation of my requested claim set out below: Morning Michelle, As per our discussion, I am forwarding you the queries for re-imbursement. I have 3 items that need to be reviewed with urgency ? I have attached the quotation with the extra's marked, as well as the damages on the furniture as per your request. A: re-imbursement of items invoiced and not delivered = R2 416.80 1. Shuttle - R1350.00 2. Packing - R 520.00 3. Plastic covers -R 250.00 Total -R2120.00 + Vat -R 296.80 B: Damages occurred while move was done by VIP movers 5. Bed - (replacement as was new- now torn) - ? 6. Bedside table – ( replacement as was new – now badly scratched) - ? 7. Washing machine – ( replacement as totally damaged- great big hole) - ? 8. two seater couch – ( How is this going to be compensated for as it was damaged as part of set- Grafton Everest, brand new- torn ) I would appreciate your urgent attention on this claim from the insurance. C: Compensation for time delay 1. Time of arrangement was for the morning of Wednesday 6 January. 2. Time of collection was only 19H00 evening of Thursday 7 January. I had to therefore pay occupation for these two extra days and had to also accommodate via Bed & breakfast for the people that were supposed to move into the premises the evening of Wednesday 6 January. Due to the movers that were only loaded and left at 23H00 the evening of Thursday 7th, I paid for 2 days for the other people for accommodation and inconvenience. The fact that I was also supposed to start work on Thursday and due to the delay was only able to be at work today, Monday 11 Jan, I have therefore lost 2 days of work of which I had to take two days of leave and am being charged –(disciplinary action) due to the loss of a business contract as promises made for specific dates were not kept due to my absence. I would like a suggestion as to your compensation for my costs and loss of business for this time delay? I would appreciate your URGENT response to my queries, as when I spoke to you on Wednesday with regards to the time delay problem, you only answered that you will handle one problem at a time and you were only interested in trying to get your movers to arrive and not listen to my other financial implications. I now need your attention on all the matters of concern please. Awaiting your URGENT response Thank you The subsequent follow up from this mail is another problem that I now experience, chain of events as follows: 11 Jan-mail - I sent you the above mail including the pictures 13 Jan – mail -I sent another mail asking as to what your plan of action was? (NO RESPONSE) 20 Jan – mail- I sent a mail asking what was the development? ( Your response – you are busy with it and will give feedback the next day) 21 Jan – mail - I sent a mail asking what was the development? (NO RESPONSE) 22 Jan – mail - I sent a mail asking what was the development? (NO RESPONSE) 25 Jan – mail – 06h53-I sent a mail asking what was the development? ( Your response – you would follow up with the insurance, but could I supply my banking details, as you would do the VIP re imbursement within the week) 25 Jan – mail – 08h51 I sent my details and asked for a breakdown of the re imbursement (your response – sure will do.) 29 Jan – mail - I sent a mail asking what was the development? ( your response – apologise as you were ill, but the refund would be done by 11am that morning- you would e- mail me proof of payment) 02 Feb – mail - I sent a mail asking what was the development? (NO RESPONSE) 03 Feb – telephone - Having no response, I then called asking about the development, you then explained that the insurance needed 2 quotes before you could submit the claim. 03 Feb – mail - You sent me a mail, reminding me that the insurance needed 2 quotes, and that you checked with accounts and the refund was not done as the authorization was not signed. You would sort it out the same day. 09 Feb – mail - - I sent a mail asking what was the development, as I still had not received any mail or payment? 10 Feb – telephone – Having no response, I then called. You told me that your payments only run on the 15th of the month and I would then be paid that date. ( but contrary to this you would have paid me anytime according to the previous correspondence I had with you) 15 Feb - mail – 12h31, I sent a mail requesting the payment and breakdown thereof, as promised. (NO RESPONSE) 15 Feb - mail – 13h05, I sent another mail requesting the payment and breakdown thereof, as promised. ( your response – I would only be paid the packing of the boxes, and nothing else) 15 Feb – telephone – I then called you to enquire as to what was now going on? You explained that this was all you were prepared to pay as a small truck did the collection, and should you pay this into my account? I once again asked about the other values? And you were very rude and told me if you pay the packing into my account, then I agree that this is all that you need to pay, so do I want the money or NOT? Well, I was now just fuming and I told you that this was unfair. Your response once again was that you are tired of talking to me on the phone and will not speak any longer and if I had any further problems to send you a mail. Well – here is my mail – Sorry it has taken so long but, I have been in hospital. I hope that you did not think that this would just go away? AS IT WON'T. I would really like to know as to why the consumer always looses? I honestly feel that they way we were treated and are still being treated is unacceptable an unfair. Please could you re *** the sequence of events and try and analyze it objectively and then give me feedback as to was VIP professional and did they comply to their promises they made on their contract? Or Did they breach contract and am I not entitled by law for damages occurred? URGENTLY WAITING FOR YOUR RESPONSE
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