EEZY MOVE Arrogance and poor customer service

I engaged EEZY MOVE to move my furniture on the 15th of November but this changed to the 20th of November due to some challenges with the seller’s move. The first QOUTE was received on the 4th of November

• Removal costs: R7 317.00 • Vat : R1 097.55 • Total : R8 414.55 • Shuttle Service : R1905.00 • Wrapping : R4 741.75 • Wrapping and box packing on move day: R525.23 • Total R7171.98 +R1 075.78 : R8 247.78 • Quote Acceptance : R10 605.30 Or R16 662.33 • Inventory List with some items to be wrapped and some to be dismantled was included.

The second QOUTE 2 was received on the 12th of November 2024 with • Removal costs: R8 031.00 • Vat : R1 204.65 • Total: R9 235.65 • Shuttle Service : R1905.00 • Wrapping : R4 824.35 • Wrapping / box packing on move day: R525.23 • Subtotal: R7 254.58 • Vat: R1 088.19 • Total: R8 342.77

• Quote Acceptance : R11 426.40 Or R17 578.42

The 3rd Quote was received on the 12th of November . • Removal costs: R8 031.00 • Vat : R1 204.65 • Total: R9 235.65 • Shuttle Service : R1905.00 • Boxes/Wrapping : R4 824.35 • Wrapping / box packing on move day: R564.32 • Subtotal: R7 254.598 • Vat: R1 088.19 Total: R8 342.78 • Quote Acceptance : R11 426.40 Or R17 578.43

2.4 Quote & Contract: 12th of November • Removal costs: R8 031.00 • Vat : R1 204.65 • Total: R9 235.65 • Quote Acceptance : R11 426.40 Or R17 578.43

3. DISCUSSION The inventory list which appears on the quotation dated 4th of November 2024 was submitted. It included 1 garden medium table and 2 garden benches. • This quote had two different amounts of R8 414.55 and R8 247.78 • Quote Acceptance : R10 605.30 Or R16 662.33 The second quote received on the 12th of November had different figures as well • R9 235.65 • R8 342.77 • Quote Acceptance : R11 426.40 Or R17 578.42

The 3rd quote & Contract also received on the 12th of November had one cent difference from the above. • Removal costs: R8 031.00 • Vat : R1 204.65 • Total: R8 342.78 The following amendments were made to the original list: • The number of boxes was Increased from 10 to 40 • The number of couches were reduced to 1X 3 seater, 1X2 seater and 1X 1 seater. • The 1X Electric Massage chair was added

As indicated in the quotes above, there were a number of inconsistences in the figures and it was not clear as to what each quotation covers. As a result, I ended up paying R17 578.42 with the understanding that this would cover packing and wrapping. I however did all the box packing.

COMPLAINT 4.1 The bed in the main bedroom was not dismantled. 4.2 The following items were not moved to my new residence; 4.2.1 Wooden shoe rack from the main bedroom. 4.2.2 Garden tools 4.2.3 1 Garden table 4.2.4 2 Garden benches

I then sent an SMS to EEZY Move sms number 989453 on the 20th (which is used to resolve service queries), reporting what had happened. There was no response and I called *** and spoke to someone on the 22nd raising my concerns and she promised to get the one who was dealing with my case to call me on the same day which did not happen. I then fetched the garden tools and the shoe rack but I could not move the garden furniture. I tried to call the agent and he was not answering my calls. I then sent him an email below; “Can you please explain to me as to what the difference between the original quote and the amount is paid. Keeping in mind that the original quote was R9 thousand plus which was increased to R11 thousand plus and the final amount paid was R17 thousand plus. I will appreciate clarity on this.” He did not respond and I sent him another email on the 26th of November 2024. “ Dear ..., this is a follow-up to my mail above and I also sent an SMS to 989453 on the 20th. This was followed by a call to customer care on the 22nd raising my concerns and she promised to get you to call me on the same day which did not happen. I now kindly request that you respond to my query and fetch my two garden benches and a table as well as a tall steel pot plant stand. Keep in mind that I had to make an arrangement to fetch some of the stuff that was left behind such as the wooden shoe rack, garden tools etc. I will greatly appreciate to get a response from you before the end of business tomorrow 27th of November 2023. Thank you.

On the 2nd of December the agent responded as follows;

“The signed quote you sent to me was not read correctly. You cannot sign the first page and only accept the removal. The quote needs to be accepted on page 2 of the quote under the quote acceptance. 1. The services of the quote are broken down on the quote for you to see. The only place to accept the quote is in the quote acceptance. This value was for R17578.43. this was the amount payable for the following items to be wrapped. Lounge: 1 x 3 Seater Couch (Wrapped) 1 x 2 Seater Couch (Wrapped) 3 x 1 Seater Couch/ Wingback Chair (Wrapped) 1 x Flat Screen TV (42" - 55") (Wrapped and Boxed) 3 x Picture/ Mirror (Box wrapped) 1 x 1 Electric Massage Chair (Wrapped) Dining Room: 6 x Dining Room Chairs (Wrapped) Kitchen: 1 x Fridge/ Freezer: Side by Side (Box Wrapped) 1 x Bar Fridge (Box Wrapped) 2 x Microwave (Box Wrapped) 1 x Washing Machine (Box Wrapped) 1 x Food Warmer (Wrapped) Study: 1 x Computer Monitor/ Screen (Wrapped) 1 x Printer (Box Wrapped) Bedrooms: 1 x Bed: King (Protective Sleeve) 1 x Bed: Queen (Protective Sleeve) 1 x Bed: 3/4 or Single (Protective Sleeve) 2 x Headboard (wrapped) 5 x Bedside Cabinet (wrapped) 1 x Dressing Table and Chair (Box Wrapped) 1 x Flat Screen TV (Up to 40") (Wrapped and Boxed) Garage and Outdoor: 1 x Garden Table: Glass/Marble (Medium) (Box Wrapped) All these services add up to R17578.43. I hope this makes sense about what was paid for.” I then responded as follows;

“Dear ....., Thanks for your mail.

My issue was also that you did not revise the inventory as requested which led to the following items being left behind: 1. Garden Tools 2. Wooden shoe rack 3. Concrete garden table and 2 benches.

I had to fetch the first two items myself and the garden furniture has not been collected yet.

Please arrange for these to be moved to my new address.

He did not respond and I then sent him a mail on the 11th of December;

“Can you please fetch my garden table and benches before the end of this week failing which I will escalate this matter.”

He responded as follows; “ I have been told to inform you that we cannot collect these items free of charge. These would need to be charged for.” I then asked as to who told him that and he said that it was the Customer Care Department.

5. CONCLUSION I am very disappointed with the service I received from EEZY MOVE especially the response from the customer Care Department. The above list does not include all the items in my original inventory list. It includes only items that he says were to be wrapped. I do not know how he got to the conclusion that those were the only items to be wrapped. I want EEZY MOVE to fetch my garden furniture and bring it to my new residence at their cost.