Cancelling Removal Services
Discussion
My girlfriends mother had arranged for some removal services when selling her house. She had been provided with a quote by a company. She never signed the Docu Sign document as being 79 years old she struggled with it on her phone. She phoned up the company for help and they were really unhelpful. So she called back to say she couldn't sign it and would have to cancel the booking. She was confused at the time. Within 20 minutes of her call, the removal company had taken nearly £900 out of her account.
My girlfriend phoned back within the hour and explained that her mother was confused and could they just reinstate the booking. They said that the money from the original booking was lost and they'd have to pay for a completely new booking. This is clearly unreasonable.
They ended up using another company.
We've written to the company saying this is unreasonable and asking for the money back but they never responded. We've referred it to the Local MP and Trading Standards.
The Local MP has now received a response saying that "The company states that Linda cancelled the packing and removal slot and that they charged a cancellation fee as per the terms. They reiterate that all their email correspondence clearly states automatic agreement to their terms by using their service and that the charge was explained".
Can e-mail correspondence form a contract, when a separate Docu Sign contract is issued!
My girlfriend phoned back within the hour and explained that her mother was confused and could they just reinstate the booking. They said that the money from the original booking was lost and they'd have to pay for a completely new booking. This is clearly unreasonable.
They ended up using another company.
We've written to the company saying this is unreasonable and asking for the money back but they never responded. We've referred it to the Local MP and Trading Standards.
The Local MP has now received a response saying that "The company states that Linda cancelled the packing and removal slot and that they charged a cancellation fee as per the terms. They reiterate that all their email correspondence clearly states automatic agreement to their terms by using their service and that the charge was explained".
Can e-mail correspondence form a contract, when a separate Docu Sign contract is issued!
Edited by Powerkiter on Tuesday 10th December 15:30
It all sounds very scammy, particularly that "rebooking" would forfeit the money taken, it would be an unfair term for a fixed amount to be charged upon any cancellation, it should reflect their losses. If the date was still available to rebook then they would have suffered no losses.
You mention "quote" and "booking", was it a request for a price of a removal a certain date? Asking for a quote should not bind somebody to a booking, since you can't agree without knowing the cost!
How was the money taken from her bank, debit/credit card I assume which was given to secure the booking after the contract was approved? She/you should call her bank and report it as an unauthorised payment.
Does he have legal expenses cover on her home insurance? That could be the next step for advice.
You mention "quote" and "booking", was it a request for a price of a removal a certain date? Asking for a quote should not bind somebody to a booking, since you can't agree without knowing the cost!
How was the money taken from her bank, debit/credit card I assume which was given to secure the booking after the contract was approved? She/you should call her bank and report it as an unauthorised payment.
Does he have legal expenses cover on her home insurance? That could be the next step for advice.
BAR member?
Check on www.bar.co.uk
If the story is exactly as you tell it, and they are a BAR registered mover then the Director General is likely to call them directly and tell them firmly.
If, exactly as you wrote, and if they are
Check on www.bar.co.uk
If the story is exactly as you tell it, and they are a BAR registered mover then the Director General is likely to call them directly and tell them firmly.
If, exactly as you wrote, and if they are
Thanks for the quick replies.
We cannot access the T&C's. They're linked to the Docu Sign, which she couldn't access and was the start of all the issues. Nowhere in any of the e-mails does it state "email correspondence clearly states automatic agreement". No paperwork was sent through the post.
When they took the money it was via sort code/account number, not debit/credit card. We have already raised it with the bank as an unauthorized payment, waiting for the paperwork to come through.
Not a BAR member. Their website does reference another 'member' group. Sent a recorded letter to the 'member' group but returned saying not known at the address. I've e-mailed the 'member' group but no response.
We cannot access the T&C's. They're linked to the Docu Sign, which she couldn't access and was the start of all the issues. Nowhere in any of the e-mails does it state "email correspondence clearly states automatic agreement". No paperwork was sent through the post.
When they took the money it was via sort code/account number, not debit/credit card. We have already raised it with the bank as an unauthorized payment, waiting for the paperwork to come through.
Not a BAR member. Their website does reference another 'member' group. Sent a recorded letter to the 'member' group but returned saying not known at the address. I've e-mailed the 'member' group but no response.
Powerkiter said:
Thanks for the quick replies.
We cannot access the T&C's. They're linked to the Docu Sign, which she couldn't access and was the start of all the issues. Nowhere in any of the e-mails does it state "email correspondence clearly states automatic agreement". No paperwork was sent through the post.
When they took the money it was via sort code/account number, not debit/credit card. We have already raised it with the bank as an unauthorized payment, waiting for the paperwork to come through.
That doesn't sound right unless they started a direct debit.We cannot access the T&C's. They're linked to the Docu Sign, which she couldn't access and was the start of all the issues. Nowhere in any of the e-mails does it state "email correspondence clearly states automatic agreement". No paperwork was sent through the post.
When they took the money it was via sort code/account number, not debit/credit card. We have already raised it with the bank as an unauthorized payment, waiting for the paperwork to come through.
If your first paragraph is correct it sounds like you should be able to get it refunded.
Powerkiter said:
My girlfriends mother had arranged for some removal services when selling her house. She had been provided with a quote by a company. She never signed the Docu Sign document as being 79 years old she struggled with it on her phone. She phoned up the company for help and they were really unhelpful. So she called back to say she couldn't sign it and would have to cancel the booking. She was confused at the time. Within 20 minutes of her call, the removal company had taken nearly £900 out of her account.
My girlfriend phoned back within the hour and explained that her mother was confused and could they just reinstate the booking. They said that the money from the original booking was lost and they'd have to pay for a completely new booking. This is clearly unreasonable.
What timescale is this from arrangement to them engaging in sMy girlfriend phoned back within the hour and explained that her mother was confused and could they just reinstate the booking. They said that the money from the original booking was lost and they'd have to pay for a completely new booking. This is clearly unreasonable.
thousery? The T&Cs matter, but if she never had the opportunity to read them what expectation can the firm have of enforcing them?To be honest I strongly suspect that this will turn out to be that the lady had paid a deposit or possibly a % of the bill by card first.
And indeed made a booking for a date when she did so.
Then the firm said 'we haven't had the T&C's signed. We need this.
This wasn't done, as per the reasons given.
The lady was within the window for cancellation charges. So, they've kept the funds.
Might give some perspective
https://www.moversandstorers.co.uk/post/provisiona...
All firms operate differently
And indeed made a booking for a date when she did so.
Then the firm said 'we haven't had the T&C's signed. We need this.
This wasn't done, as per the reasons given.
The lady was within the window for cancellation charges. So, they've kept the funds.
Might give some perspective
https://www.moversandstorers.co.uk/post/provisiona...
All firms operate differently
They responded by e-mail following a first inquiry on the 18th October outlining costs.
Somewhere between the 18th October and the 11th November she spoke to them and said she wanted to use them. She is now saying they asked for her debit card details, which she provided.
On the 11th November they sent a DocuSign link. The T&C's were attached but could not be viewed as she does not know how to use DocuSign, where they were embedded.
On the 15th November they sent the DocuSign link again saying "Please complete the outstanding DocuSign contract and information required for your move. Your booking will become fully confirmed".
On the 18th November she called them to say she couldn't sign it (as did not know how to do it) and would have to cancel the booking.
Within 20 minutes of her call to them on the 18th November they billed £900 to her debit card.
Somewhere between the 18th October and the 11th November she spoke to them and said she wanted to use them. She is now saying they asked for her debit card details, which she provided.
On the 11th November they sent a DocuSign link. The T&C's were attached but could not be viewed as she does not know how to use DocuSign, where they were embedded.
On the 15th November they sent the DocuSign link again saying "Please complete the outstanding DocuSign contract and information required for your move. Your booking will become fully confirmed".
On the 18th November she called them to say she couldn't sign it (as did not know how to do it) and would have to cancel the booking.
Within 20 minutes of her call to them on the 18th November they billed £900 to her debit card.
Powerkiter said:
They responded by e-mail following a first inquiry on the 18th October outlining costs.
Somewhere between the 18th October and the 11th November she spoke to them and said she wanted to use them. She is now saying they asked for her debit card details, which she provided.
On the 11th November they sent a DocuSign link. The T&C's were attached but could not be viewed as she does not know how to use DocuSign, where they were embedded.
On the 15th November they sent the DocuSign link again saying "Please complete the outstanding DocuSign contract and information required for your move. Your booking will become fully confirmed".
On the 18th November she called them to say she couldn't sign it (as did not know how to do it) and would have to cancel the booking.
Within 20 minutes of her call to them on the 18th November they billed £900 to her debit card.
Watchdog would love this. You can contact them via the BBC website.Somewhere between the 18th October and the 11th November she spoke to them and said she wanted to use them. She is now saying they asked for her debit card details, which she provided.
On the 11th November they sent a DocuSign link. The T&C's were attached but could not be viewed as she does not know how to use DocuSign, where they were embedded.
On the 15th November they sent the DocuSign link again saying "Please complete the outstanding DocuSign contract and information required for your move. Your booking will become fully confirmed".
On the 18th November she called them to say she couldn't sign it (as did not know how to do it) and would have to cancel the booking.
Within 20 minutes of her call to them on the 18th November they billed £900 to her debit card.
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