Power Report: A moving experience that left a client shaken

We have all heard horror stories about dodgy removal companies: TVs smashed, boxes missing, trucks going awol.

I've written about such companies in the past - usually it's the lesser-known players in the industry that cause untold grief - and have advised consumers to do their homework carefully before selecting a mover.

I've also passed on advice from the Professional Movers' Association, which includes using a well-known name - one with experience and whose trucks you see on the road.

But what happens when you choose a big player, one you've used successfully six times before, only to experience the removal from hell?

Chris Everson knows. The freelance TV cameraman used Biddulphs for his big farmhouse move from Franschhoek to Knysna at the end of June and paid R57000 up front for the pleasure.

But things went wrong from the start. A marble slab was dropped and broken between the house and the truck. Eight other pieces of furniture arrived damaged, some severely, at the other end.

Everson had been offered insurance by Biddulphs for an additional fee but had declined, using his own household insurer to cover the move.

Now he's out of pocket for the repair job - totalling more than R13000 - because of the R5000 excess he had to pay.

It's this amount Everson thinks Biddulphs should cover because of what he thinks is its "negligence". He said although two days had been allocated for the loading of the truck and trailer, the removals crew instead worked late into the night to finish in one day.

"The packers finally left our property at 10.30pm, having been working for several hours in the dark with only a weak source of light from their vehicle. There's no doubt in my mind that the dreadful level of damage our furniture sustained was due to this very fact."

He said the Cape Town branch manager, Richard Gibbons, offered a goodwill payment of R2000 for "our inconvenience", which he turned down.

Everson's subsequent request that Biddulphs pay his R5000 excess was declined.

"I think it's a disgrace that I should be out of pocket for a single cent as a result of their carelessness. My insurance excess should not be for my account - that's what I find outrageous about this affair.

"I understand that accidents happen, and I would have put this down to a bad day at the office had it not been for their exceptionally bad handling of the matter.

"Mr Gibbons admits that this was a bad relocation from their perspective, and I know it's not the norm because we've had several good experiences with Biddulphs. But this was a shocker and Biddulphs should be professional enough to do the right thing."

He said the replacement marble top was being cut in Paarl and Biddulphs hadn't even had the courtesy to offer to transport the piece to Everson's Knysna home.

When contacted, Gibbons said he hadn't been aware of the request for the marble top assistance and would get it to Everson at Biddulphs' cost. But he wouldn't budge on Everson's excess payment demand.

"I made contact with Mr Everson to address the damages that had occurred," he said. "He advised that he had his own insurance coverage and that he was in the process of obtaining quotes for repairs. I followed our conversation up with an e-mail explanation confirming how we could assist. The R2000 compensation was not intended to cover his excess or any damages. We can't offer insurance and then pay out customers' excess when they choose not to take it."

He said Biddulphs had a limited liability policy when a client had no alternative insurance in place, but this didn't cover the full extent of damages. He said Everson was offered this assistance, but he decided to claim against his own insurance.

Gibbons admitted loading over two days would have been preferable, but he claimed that, according to the supervisor, Everson had opted for the loading to be completed in one day. However, Everson denies this.

"We remonstrated with the loading supervisor about this and he insisted that his instructions were to complete the loading on the day," said Everson. "It didn't suit us at all because we had a farewell dinner date that evening, which I had to cancel."

But either way, I asked Gibbons, why such bad damage?

"This was a very large move and included full packing and special wrapping," he said. "While we take every effort to limit damages, there are unfortunately inherent risks involved with any household relocation."

Gibbons did express surprise at the severity and extent of the damage, saying the items were probably damaged due to a load shift during transit caused by road conditions.

"Mr Everson has pointed out that he has had six previous good moves with Biddulphs, and although certain things did go wrong on this relocation, it certainly is not the norm.

"Ultimately, it was [Everson's] choice to weigh up the saving of using his household insurance versus taking all-risk transit insurance through us, which is specifically designed with the low excess of R400."

Everson says it's about principle, not money. "I'm truly amazed that Gibbons and his company weren't sufficiently horrified by the level of their appalling service to offer to cover any and all of our out-of-pocket expenses."

Hear more from Megan at 8.50am tomorrow on PowerFM 98.7's Power Breakfast

Consumer Forum

Shell is working on compensation claims

IN addition to the statement provided by Dineo Pooe related to the Honeydew Shell incident, please note that a total of 27 claims were received by Shell from affected customers (Power Report, August 3). Twenty claims, totalling R27000, have been paid.

There has been a delay in the payment of seven claims totalling R25000. However, they will be settled soon.

We would again like to apologise for the inconvenience created by this matter. The retailer and Shell South Africa's head of retail will be in touch with the affected customers. - Hemant Lala, country communications manager, Shell South Africa

As big oil, it should have settled right away

THE manner in which a client was treated by the garage and Shell is utterly disgusting.

Shell is rich enough to settle immediately. It should have done it as a marketing exercise. The only way to teach companies like Shell is to boycott their garages. - EV Rapiti, by e-mail

Is internet banking being forced on me?

IS this [courier fee] a ploy to force me into internet and cellphone banking? I am 82 and have no interest in doing so.

I find this attitude extremely prescriptive. It is inconsiderate to expect a person of my age to change a lifetime's habit. - Charles Kennedy, by e-mail

Paying for something that used to be free

I WAS charged R150 for an FNB chequebook to be couriered, and another R38.50 for the chequebook. As this charge was deemed to be my third cheque of the month, I lost my "three cheques free for the month" incentive. So it cost me R234.50 for a chequebook that used to be free. - Malcolm Ross, Lonehill

Make FNB give back the courier charge

I, TOO, was taken for a ride by FNB (Sunday Snarl, August 3). Without consultation, my chequebook was sent by courier and I was charged R150. I protested and was asked to write a complaint.

A few weeks later, my account was credited. Arthur Christie should not take the matter lying down. - V Judd, Howick

Jo-Ann du Plessis, head of product and pricing at FNB value banking solutions, responds: With the high cost of chequebooks, processing and sharply falling usage, FNB no longer provides chequebook collection at branches. Customers are advised of delivery by courier and of fees when they order. We encourage customers to use electronic channels such as FNB online, cellphone banking and the FNB banking app, because they have no monthly fees.

Sunday Snarl

At Clearwater Mall security. After Ellen Kamman apprehended a woman who tried to pickpocket her, the suspect was taken to the mall's security office. But when Kamman arrived 10 minutes later to make a statement, the woman had been released. Mall management tried to remedy the situation but the suspect was long gone.

Sunday Smile

At Nkululeko Tours, which offered Gill Grose's Canadian visitor her booked Robben Island tour free of charge after unrest in Langa meant that the township part of the tour had to be cancelled. "She [the visitor] loved Robben Island and, needless to say, was hugely impressed by South Africa," said Grose.