Van Plus (no longer trading) Anmeldelser 119

This company does not even deserve a .00001 star. We were totally duped that I want this company to be busted by the police. They charged us £107 for NO SERVICE RENDERED. They took the money from our account two weeks before the transaction, when I cancelled more than 24 hours prior set date and time, they won't refund! I have reported them to Citizen's Bureau and I am penning a letter to the police now regarding them as well. They are duping tons of people everyday!

DO NOT USE VAN.PLUS

Definitely, do not call them. I booked on their website and paid £78. As I did not receive confirmation, I called them. They made a new booking and asked for £105. Happily, I did not pay that one. I saw the booking on my bank statement and called them back. They confirmed my booking. I asked an additional man for £100.

The moving day comes and no van showed up. I have been notified later that the driver could not make it.

In the meanwhile, I found another van and man, who did my moving in emergency. Anyway, Van.plus kept my money and even charged me more.

Every time I asked for a refund, they told me it is in hand of dispute service. Which means I will never see my money back. If I did not find a backup plan in a hurry, I would have been in a very bad place.

I filled a complaint to the police, wishing it could contribute to putting these scammers out of business

Paid £165 for nothing, Don't ever used Van Plus!!!

They guaranteed to provide the lowest priced service and if I found another cheaper service provider they will pay me back the difference. So I booked their service and later that day actually found another service provider which is half as cheap so I rang them to ask for refund and probably cancel the booking. Lots of phone calls and email were sent but at the end they still refused to do so. So I paid £165 for nothing and learnt a lesson.

I was fooled by their fancy website thought it is a proper company but later found out it is a scam and no wonder it is rated as 1.0/10 in Trust Pilot.

Don't get me wrong, I was lucky and driver company employed was absolutely a star.

Nevertheless, all the many you save, you lose on the nerve breaking experience of their customer service. Never in my life I was made to pay for something twice and company that did it, made everything in their power to mislead and confuse me.
The design of their site makes it barely possible to establish a contact and the fact that their helpline goes straight to voicemail is just a terrible joke. Even when I got to them, they gave me as vague promises as they could and wasted my time.

My advice would be, if you can't pay more, try to find drivers directly on Gumtree or something. Because as I said, the actual company they employed for me was terrific and I would get them again anytime. If you already employed them, prepare yourself for lovely chat with your bank and maybe a lawyer if you want to give us all a favour.

Very poor experience with van plus dispute department.
Cannot comment on service as non received although charged £132.79.
I cancelled ONE MINUTE!! after confirmation!
The standard excuse they gave was that they kept my monet as apparently the van had to be prepared!!! Haha!! how much van preparation can you do in one minute??
Impossible to speak to anyone re a dispute on the phone.
Many emails went back and forward to no avail on my part!!!
I am £132.79 poorer and wiser about reading reviews before booking.
I hope you read this and all the other reviews about Van Plus appalling service.

Website was difficult to use and unresponsive and impossible to log into from my mobile phone. Cancelling my booking when plans changed was extremely difficult but I spoke to the driver directly well in advance and he was happy all was cancelled. I had to get my brother to go online and confirm it was all cancelled on the Van Plus system. However, I still got charged the full amount by Van Plus claiming it was company policy to cover admin fees! Feel bad for not checking the reviews beforehand but you assume companies will try and provide some level of customer service. Definitely will be advising people to avoid these guys at all costs.

Stupidly did not read the reviews of this site prior to booking a service on their website.

Big mistake - after being told that a payment would not be taken until my booking had been completed, low and behold, a call from my bank to advise me that they'd taken two payments out.

On the website, the booking showed that they hadn't found a driver, and then the booking had disappeared completely. Confused, I tried to contact them using a phone number they confirmed my booking with - useless and directed me to their live chat service. Which was even more useless! I am genuinely impressed with how unhelpful their agents are - unwilling to offer any help whatsoever. It was only when I told them that my bank were filing the transactions down as fraud, when I finally received a phone call from a real member of staff who assured me one of the payments had been refunded, and they'd arrive to provide the service at the booked time the following day.

The following day arrived at my booked time (8am) and of course, noone was to be seen. So again, I tried their live chat and was told this time, the booking was at 12pm and they hadn't found a driver for that either. When I then tried to cancel the booking I was told I would be charged the whole amount anyway.

I had to enlist the services of another removals company instead, a local one - who came to my rescue at late notice. I will reach out to my bank again about this.

In conclusion - just don't even bother. Your booking won't be honoured (they may decide to inform you), they have no real contact method and they're completely useless. Avoid at all costs.

Absolute joke!!! Had been in conversation with our driver for most of the morning. Due to arrive at 10am, then 12, then 2.... surprise I can now not get hold of him! Accidentally booked with these cowboys as thought I could reserve and cancel if needed too but thanks to their ridiculous website, shocking booking system and even worse "customer services" I seem to have now lost £130?!! How can these people continue to trade!!!!

I cannot stress it enough.. They are scammers and will take your money!! DO NOT give them your bank card details!! They are a fraudulent company and if you do your research you will see that. They will not show up to give you service, give you a bogus number for the "movers", and will be very quick to take your money. They are being investigated by my bank as we speak so that I can get refunded $191.00 they tooknoutbof my account WITHOUT my authorization. I do not want to see any more people become one of their victims. No point in calling. I have made over 20 calls and all I get is the run around and "no one can help". PLEASE PLEASE DO YOUR RESEARCH BEFORE YOU HIRE SOMEONE.

DO NOT USE booked a week in advance to be emailed st 4pm the day before my move to cancel due to unforeseen circumstances. Tried ringing can't get through. Used live chat again not helpful or apologetic to be told my refund could take up to 7 days. Absolute joke would of been zero stars but had to select one

I was charged an additional sum, as per the terms and conditions, for going over the 2 hour slot: the only problem was, the move was completed within an hour and a half! Because I had no proof of this, other than texts and receipts, I was over-ruled when I complained. Left a very bad taste, especially as I had left a very generous tip with the movers, *and* I had been made aware that, through using Van Plus, I was paying double their normal charges as a result. Will not use again, and would never recommend.

I would not trust this company again, and I have reported them to the authorities in both London and on the Isle of Man (on the Isle of Man there is some evidence the company is based there - after a search on the IoM Companies House Register online - although as Van Plus fails to abide by the law by providing its physical address on its website, it is difficult to be certain about this).

In my case the Van Plus driver did not turn up, but he later claimed he had and that no one was at the collection point. When he told this massive porky pie I guess he didn't realise the collection point was an Access Self Storage depot, with a reception staffed by three people, in addition to myself, all of us waiting for him. So four witnesses, including three independent of me, confirming that he did not turn up, and waiting for three hours for nothing.

Despite this, Van Plus refuses to refund the £132 paid. It all adds insult to injury as the move was of things belonging to a recently deceased friend. So in my view, a disgusting company.

If you have had a bad experience with Van Plus report them to both the Isle of Man Office of Fair Trading and Tower Hamlets Trading Standards (you can do an online search for the contact details of both). It is quick and easy to do by e'mail and with enough complaints the company will be forced to change its ways. The registered company number to quote when contacting the Isle of Man authorities is 115579C. When contacting Tower Hamlets Trading Standards you will need to explain the address that comes up for the company on a Google search is in Whitechapel, but again this is not certain for its actual address!

Also, if you paid by credit card make sure you apply to your bank for a refund under Section 75 of the Consumer Credit Act 1974 (as long as the cost was over £100).

If you paid by debit card then ask your bank for a refund under the "chargeback scheme" (whatever the value).

If you do you might get your money back at least, and again it will alert the banks that there is something not right with this company.

TOTAL SCAM!!!

AVOID!!!

The worst moving company I have booked with ever. DO NOT USE A WARNING TO ANYONE WHO IS CONSIDERING BOOKING WITH THIS COMPANY.

As we booked the van quote it clearly showed the payment £15per half hour, however the charges at the end were advertised wrong. The driver (Nighat) we booked on the day was 1hour 30 mins late.
A few days before we asked the driver if we can ride along with him and he agreed. However on the day he had brought a "friend" along, which forced one of us to sit in the back of the van for a journey of 2hours.

Once we had reached the final destination, the driver demanded for cash even though we had already read on the website, that payment would be taken out the card used to book the service. But he insisted we had to pay and overcharged us at £85 when the overtime cost should of been only £45. I asked the driver (Nighat) to send a receipt to make sure that he would provide evidence that we paid.

The next day we received the receipt and surprised to see that he had wrote £0 on the overtime. So he had lied about not receiving any cash in hand. So we were then sent an email stating that there was still a charge of an extra £82 had to be paid.

We tried to dispute this situation through email and live chat and it is absolutely appalling, receiving replies like automated machines.
Once we filed a dispute the driver replies that he had received no cash at the end, clearly lying about it.
Now we are trying to file a complaint to the trading standards for this company's poor policy, illegal actions and terrible customer service.

I WARN YOU ALL DO NOT USE THIS COMPANY. A TRULY HORRIFIC EXPERIENCE THAT WE ARE GOING THROUGH CURRENTLY.

Extremely bad company, avoid at all costs, Fraud from start to finish.

------ 100% cancellation charge!!!--------
Don't you ever think to work with that company!
Absolutely atteoucios!
Worst customer services department I have ever dealt with. They tell lies, back peddle on promises and are totally devoid of any customer care.
I made booking via their site and 30mins later I wanted to cancel it due to their poor reputation and bad reviews among the clients. They sent me a link to cancel the order where I was supposed to confirm cancellation charge of 100%. I didn't do it! They promised that I am not going to be charged before the service is done. They lied! I was charged immediately! They don't have an official mail where you can make a complaint.
My bank is aware of the case and I asked for dispute.

DO NOT USE. MonEy taken out of my account before service was used. Arrived 2 hours late. Then charged another £170 over the price that was stated. Staff ignorant have all emails in black and white going to the financial ombudsman as getting nowhere with company. Oh and last resort was my credit card cannot return the money as apparently it goes down as a pre approved deal!!! Scam company very unsatisfied. Oh and lastly van that was supposed to appear at 12. I got a phone call at 1145 to say they don't have anyone at present they are working on it despite speaking to a member of staff when booking 2 weeks previous and told them the situation and that no hold ups could happen due to my sister being ready to go into labour. ridiculous that 3 months down the line I am still trying to recover that second payment which I did not authorise

My partner were preparing for a move within West Sussex a few weeks ago, and in advance we started looking at removal companies. My partner started looking at quotes, but this company stood out for price. 'Van Plus'. "Interesting", I thought. We left it for a day, and my partner received several phone calls from a Birmingham number, saying that they knew we were interested in removal companies and encouraging us to book. After days of pestering by them and us researching different quotes we decided to research this company, which seemed to have mixed reviews. Thinking that they were a national company, I called them up.

The lady on the phone put our reservation in for 2 hours with a medium transit van for 2 men, for a journey that should take 30 minutes, a perfect amount of time. I asked to pay the day after the move, but they insisted on the full amount up front, which I reluctantly paid. Once I received the confirmation email I realised that they had booked in the wrong day, and immediately called back to amend this. They sent another email with the correct details. Not a great start. I also spot numerous grammatical errors with the confirmation email, not very professional.

My partner called up a week before to confirm the details, anxious about the negative reviews. The reservation was confirmed with the agent.

Moving day came. We didn't have a lot to move, but most of it was too bulky for my car. So early morning we had almost all the boxes moved leaving things like a bed and wardrobe to move. The booking was for 12, I arrived 11:30. I waited and waited until 13:30 with no phone calls or texts or emails. I decided to call the company up. The American automated system fired up and was put into a queue, where the call was answered almost instantly. The guy already knew who I was and re-assured me the driver was on his way. I asked where they were, and he interestingly gave me his mobile number.

I hung up, called the said employed van driver. The driver answered and introduced their company name, and I tentatively asked if he was on his way. Not only was the driver not scheduled to come to where I was, but had never heard of the company that I had booked with, Van Plus. This was despite being given their number. Upon realising what was happening, my partner broke down in tears. The price for the job was just under £150. We had been done.

Fuelled with anger, I immediately rang a local removals company who had done a removals earlier in the day at the same apartment block to ask whether they could help with an emergency removal. They said they could see what they could do, offering a price double of what Van Plus offered but for however long it would take, last resort moving the following day.

With this, I called Van Plus and the same guy answered. "What the hell is going on?!", I began. "I want my money back now".
"Sir, if you wish to make a cancellation you can but there will be no refund and there will be a late cancellation fee of £30", he cheekily replied.
"No", I started, "that's not how it works! You've failed to provide a service of any kind, except to take my money, you've breached my contract, not the other way around!"
I calm and collected voice replies "If you want further help you must email our support line at support@van-"
"No!", I interrupted, "you can do this, I'm on the phone to you now, this is how it works".
"Sorry I can no longer help you goodbye" he in one breath finished, and hung up.
I rang the number another 3 times getting through, only to be immediately cut off.

I emailed the address given on the confirmation emails and by the "agent", and the email came back just as quick to say the email address did not exist. After all this we were stuck.

I manage to organise a removal with the local company for the following morning, delaying us by 20 hours when I receive this below:

"Hi (customer name),
​I am sorry to here you wish to cancel your booking with Van Plus, you can do this by following the link below/
[link posted]
If you change or cancel the booking after it is already confirmed, you will be charged 100% of the confirmed amount.
We reserve the right to change or cancel any bookings.
We reserve the right upon non-payment of cancellation charge to add an additional 30% surcharge and pass on the debt to credit agencies.
If you wish to move your booking to a more convenient date and time we can do so as long as it in not within 24 hours of the van arrival. Please get back to us be sending us a quick chat at support[at]van-plus.com or respond to this email. Thank you."

Cheeky sods. Again, numerous grammatical errors, sent from a no reply email, with the subject line "Custom Email". Bonkers.

After all this, I contacted the police via 101 and our bank Halifax. The police logged this, but stressed it was a civil complaint unless Trading Standards decided to seek to prosecute, so I should report this to them, which I shall very soon. Halifax bank understood the situation and rather surprisingly refunded the entire amount which made sure that we didn't lose the money paid to the company, but they would make their own investigations through their Fraud team.

We may have lost 20 hours but no money, but I hope I can help others to make sure they keep hold of their money and precious time. We managed to move in the end and we're happy now. I'll be reviewing the local company I mentioned on this website (whom I won't mention here) and giving them 5 stars with a glowing review. I urge you guys reading this to avoid if possible.

To Van Plus: if you're reading this, I hope you get what you deserve.

Van plus phoned me up and quoted me a price of £30 to collect a sofa bed for me. After completing the job I received an email receipt quoting the price of £30 and stating 0 hours overtime. This £30 had been taken from my back account.
A couple of weeks later I noticed van plus had taken an additional £200 from my account. This had been taken without any communication from vanplus that they would be taking the money or what this payment was for. The bank also informed me vanplus had set up a reoccurring payment of £200 to be taken every month.
I attempted to get in touch with Vanplus. The customer service was appalling and I found it impossible to speak to an actual person. Eventually I received an email explaining the extra charges were due to the fact the job had taken longer than expected.
I had many other quotes from delivery companies all around the £30 - £50 mark so I know that £230 was not a reasonable price to charge. I feel vanplus were not clear and upfront in their pricing policy and took the £200 from my account in the hope I would not notice. I have requested a refund from them but have not received anything.

They seemed to put through a booking for me without any authorisation - fraudulent booking and the company did nothing to help at all