Van Plus (no longer trading) Anmeldelser 119

Booked a 'medium van' and man for £25to move a fridge freezer 5 miles, driver Khan contacted and said his medium van wouldn't be big enough but if I paid him £20 extra cash he would bring his Luton van. I refused and immediately cancelled. They did say I wouldn't be charged if I changed my mind when I booked but they lied. Don't touch them. Don't trust them. All the vans are in a London so they have to overcharge you if you're not located there! I've been charged £25 and I'm going to get that money back if I can.

Asking a cancellation fee even though nothing has happened yet. They took the money off my account when I made the booking, before any service is provided. Avoid this company!

ABSOLUTE SCAM. Driver never showed up and yet a payment has been taken.

I have had a similar experience. Van never turned up and they unlawfully took a second payment 24 hours later. I have found the director of this scam and will fight all the way to get a refund. This company is a ltd company registered to marcin gut in Nottingham. I found a marcin gut on Facebook who's profile states he works for van plus. After leaving a negative review I received a friend request which I declined, I have also received a direct message stating that the review I left relates to a company in Nottingham under the same name which appears to have rattled his cage. The company is very easy to find on Facebook.

THIS IS A FRAUD !!!!!!!!!!!!!!!!!!!
Took full payment , no service ,no refund.. We have reported to trading standards.

Horrendous customer service! I booked with them, then tried to cancel, within 30 mins of booking. The operator gave me the wrong postcode, I wanted to recycle cardboard, he gave me a scrap metal company postcode (you are charged on your miles) was told I'd still be charged the full amount so thought I'll just change the location. Confirmation email sent. No van. When I phoned, was given the same unhelpful service, and told to go through the "dispute" system. Basically an online chat that no one actually "disputes"
End of the day, £40 taken from account, no service provided.

After speaking with a member of the booking team, I was misinformed and booked for a fee of £320 to move our house. As I discovered soon after through the website, additional time would be charged at £40 per half hour. This would have ended up nearly doubling our price! I called immediately to cancel the booking, but I could not do this over the phone, so had to go through their website (half of which doesn't work!). The online chat support was so unhelpful and we had to dispute the charge. As it stands, they have charged us £320 and our service is now cancelled, so we can't even access that. There is absolutely zero form of customer care and no decency to help. AVOID AT ALL COSTS!!!!!

It was the worst experience ever I requested an extra large van they send me a very small van which took over 3runs I also had to use my car to transport smaller items they also agreed not to over charge me as it wasn't my fault one month later they kept my card details and took over 400.00£ of my account the drivers also damaged my new property roof they are scammers it's classed as theft keeping some card details after month and took my money I seeking legal help as I have wotness and profs of pic etc the worst company ever to get house removals done I had to do majority of the move they couldn't be bothered to work

Disgusting Service! Ordered two man and luton van and two men with a barely medium sized van turned up. As I had stated I lived on 2nd floor the company states in my agreement that the men would do all running, loading and unloading. The only object they took from my flat was the washing machine, everything else I had to rally friends around to get to my place quickly to help move the stuff up and down the stairs. The two men literally loaded medium van from ground floor straight into back of van; no real manual labour required. They got hopelessly lost and have charged me for the time it took them to get lost even though I was on the phone giving them specific directions.... it was to a storage unit and not to a house. The storage unit is extremely easy to find with HUGE signs that the van guys would have driven past several times. When they got to the unit, the gentleman who I had been liaising with concerning the unit was confused as to why a 20 minute journey had taken the guys over an hour and half to show up, and why they were sat smoking instead of unloading, to which I am still being charged for this time. The van guys finally got back to my place where myself and friends had put the next load downstairs again for them to put in the back of the van. By this time they then stated they would take this load to the unit but then they were done so I had to ring an emergency van man for extra items such as the sofa. So I paid Van Plus for two men to load two lots of stuff from door to van in a barely medium van, to get lost, and to smoke. Extremely rude on the phone, threatening that they can take money how and when they like which they have tried to do. Have had to contact police with the bank and trading standards. I booked this company thinking it would take the pressure off of moving but they made moving so much worse! DO NOT USE THIS COMPANY.

Van Plus – DO NOT USE EVEN IN EMERGENCY

020 3608 2231

I got a quote for van and two men to help move house. I retrieved the quote a few days later and clicked the 'see what's included' link which popped out a box that said 'Luton size van'. I clicked the 'Book online' button on the quote, which just asked for my card details, and then clicked 'book'.

When the confirmation came through it said 'medium size van'. For the next size up there was an upgrade of £20 and for a 'Luton size van' an extra £50 would be required.

I tried the online chat service (for which I have screenshotted the full conversation) whereby the gentleman (Ryan) took my booking details and agreed to look into the matter. Over 10 mins later Ryan replied with a link to their generic search engine where he said I could 'view the prices'. I asked him to look into my case again. 40 mins later he replied asking I give him time to look into it and he would get back to me. Two days later I have no response.

I tried online chat again (for which I have more screenshots) where I was effectively told I clicked on the wrong link. I checked and my original quote is still live and still I can book a 'luton size van' for the same price I paid. Still the 'book online' link only asks for card details and you do not amend your search criteria from that screen so I assumed what was listed in the quote was what I would receive. I asked multiple times in both chats to speak to a manager to which I got no response until eventually 'there's no manager available'. When I asked for the telephone number, again I was ignored multiple times until I got the answer 'we don't have an inbound line'. I was advised to cancel or accept the medium van.

I googled a number and got through to the sales team. They already knew who I was before I introduced myself and at first told me I had clicked the wrong link. When I was adamant I hadn't, with screenshots to prove, Mitchell admitted there was a 'long known technical glitch with the code which lists all van sizes in the quotes as luton size van'. However, he said, I should know that the picture was not of a luton van. I said the mobile site shows no images on the quote and on a laptop how am I supposed to know it's not a stock image. He said it's not a stock image it's a mercedes sprinter! He laughed and I heard the whole office laugh with him. He said something along the lines of, if I was not competent enough not to decipher this was not for a Luton size van, that was my fault. Even though the quote says Luton size van, and they have ‘known for a long time’ of the technical fault, it is my responsibility and they will not honour the quote as given. He was downright rude in his attitude. When I said I would report him to trading standards he said ‘have you even had a service from us?!’

This business has been reported.

Appalling Scammer VAN PLUS : Took money from your account straight away. Some of the bank has already blocked them but I did not realise how bad it is until the moving date. The guy was double booked. Turn up with alcohol smell and look very sly unprofessional. He did not help loading as he said he hurted his back ! OK what did I pay for?? The van smaller than the last one I ordered. We had to do few trips. He had another customer calling for double booking and at the end he ask for tips because he lifted few items... I could not believe after he left he submit the job that he done for 44k hrs and the automated text said they are going to take money from my account. No telephone number to contact anyone apart from the sale people. If you call about existing booking they will cut you off. Online customer chat equally rude, useless and no hope. Very disgusting they are on google organic search. I will make sure no one I know use this company. The man made comment about the house I moved to very unprofessional and I really feel threatened by him knowing the address where I live!!!! AVOID AT ALL COST!

No customer service at all. I originally bought the £40 package for medium van and driver, but then upgrade for medium van with "2 men support" as it was only me and my sister available on the day.
They arrived on time (thankfully based on these reviews) with two men sat in the front and told me to go ahead and start packing the van. Quite happily watch me and my sister struggle to lift sofas and heavy tables and a double bed! They didn't even bat an eyelid, even the elderly man next door offered a lending hand whilst these two young men sat on their arses in the van. Me having misjudged the size of the van we needed a second dropoff, but after realising that these "support" men were not going to help i had to make an unscheduled stop to pick up my brother in law who was ill with gastronitis to help us lift the washing machine and cooker on our second run! Upon arrival the driver didn't even give me a heads up that a glass table i put in the back had toppled and was leaning against the doors, it was only by chance that i was close enough to catch it.
I was then told that i was going to be charged mileage on top of the fee which i have already paid (which wasn't stated anywhere on their website or emails). I looked on my credit card account to find they had taken two payments of £40 plus £15 for the mileage fee. So i paid £95 for a medium van that i had to load and unload myself over two trips. Wish i had just hired a large van myself i would have saved money. My driver was called Luke and i have no idea who his passenger was but both were pathetic excuses for a man. DO NOT USE.

Avoid this company at all costs. The cost of the service was mis-represented by the salesman, the dispute service, which is only accessible if you cancel the service via their website, which then incurs the full fee being taken from your card, is a joke. The dispute is handled by various live chat operators who have no intention of dealing with the dispute ethically. My credit card company eventually refunded my money at their own expense as they were unable to investigate fully due to evidence not being made available by Van plus - my credit card company were unable to enforce this due to data protection laws. This company should be investigated by trading standards.

I wish I would never got on their website or read reviews on Trustpilot before I booked. I had to cancel the service 10 hours before my appointment, they still took all the money saying this is their policy however they don't make you aware of this in advance. They push you to book over the phone so you don't even have time to look up this information. After you booked it's impossible to speak to anyone over the phone as you get into a loop in the automated system. (Phone only works when they call you to get booking done). Live chat is useless and the guy I spoke to was based in India! They don't have a physical address which is illegal. Had to cancel my card before they take more money as they did with other people. Avoid this company!!

Booked a van, paid with credit card over the phone.
Waited for over 4 hours no one turned up.
Called to complain only phone number was booking agent who would not take any information told me to go on live chat.
Live chat agent just confirmed that driver could not do job did not offer any explanation just said no money taken from card.
No apology no offer to re do the job
Would never use this firm again beware of them they are very unprofessional and unhelpful.....let's just see if they are correct in saying no money been taken!!!

I arranged a simple collection of specialist disability office equipment to be delivered to my new employer. The driver couldn't speak English, had no idea what he was collecting despite the list I gave them beforehand. Items arrived at new site, crashed, damaged and dirty plus two items are missing.
I've emailed them numerous times with no response other than we'll look into it. I called the driver myself as he'd phoned when arrived only for him to hang up.
This will be going to trading standards as this is vital equipment from DWP so I can do my job!

Booked for 2pm outside Homebase. They left my husband waiting in the cold for 2 hours. Didn't turn up. Emailed us to say they would come at 6pm. Really? So wait in the cold for 4 hours? And then when we tried to cancel was told we can't do it on the phone and have to go online. But the website didn't work and so we called again. Then they said they would cancel it but the bank told us they have tried to take the payment 3 times. Waiting to see if they really do cancel the payment or not. Had the bank fraud people call us saying it's suspicious activity on our account. Steer clear of this company they are a nightmare!!!!!

was quoted £40 which then change to £40 per half hour I called back within an hour to cancel to be told I'd be charged £40 canelation fee. It took me 60 minutes of calling, web chat and doing a few things on there web site to try to cancel so decided to call my bank and the did it for me. Very frustrating I only wanted a piano moving 10 mins down the road. The only person giving them a good review work for them it's laughable

These scam artists need to be reported to watch dogs. Disgusting.

Quoted £300, charge £700 to my card in two transactions. Van never showed. The company is setup so that you can only get hold of them through web chat and they call you back from many different number, none of which work when you try to ring back.

Do not use this company, I don't know how they are operating. My card company is trying to get the money back but I don't know if this will work.