For most people house moving is a veritable headache. Moving abroad only compounds the problem.
The good news, however, is that consumer complaints against overseas removal service are down from 32 in 2002 to 27 in 2003, and 6 in the first quarter of this year.
But that is no cause for letting your guard down. For the problem remains a serious one given the potential damage to property and the financial loss involved.
In this issue of CHOICE are highlighted a number of complaint cases which the Consumer Council has mediated between the consumers and the removal service providers recently.
As illustration, in a typical case, the complainant approached a transportation company to ship a consignment of furniture to relatives in the United States.
She obtained from the company a price quotation of $10,000, and was assured that it would be door-to-door delivery with all fees and charges inclusive such as packing, customs clearance, tax, etc. But all this was conducted orally on the phone.
On the day of removal, in the midst of busy packing, the complainant was shown some documents and asked to sign on them as a matter of routine formality to affirm what has been verbally agreed.
The complainant had barely time to glance over the papers and signed on the dotted line, apparently paying little or no attention to the fees and charges column.
As it transpired, her relatives never got to receive the consignment and had to call the complainant to enquire about the delay.
The complainant, meanwhile, was notified by the company in a letter urging her to pay immediately an additional $6,000 as expenses for documentation, customs clearance and godown storage, in order not to hold up the consignment.
When the irate complainant called up the company, she was told flatly that she had given her consent in the contract on which she duly affixed her signature.
To avoid further procrastination and incur more storage charges, the complainant paid up accordingly as demanded.
But that was not the end of her agony. She was later informed by the relatives that some of the goods and furniture were damaged and missing.
The lesson to be learned: never sign a legal document or contract without allowing ample time to read through and to fully understand the terms and conditions. Putting your trust to a one-sided oral presentation of what are to be signed is courting for trouble later.
Always insist on putting everything orally promised or agreed upon in writing. Negotiate to pay only the absolute minimum amount of deposit, and settle the balance only when all is delivered.
Another important area concerns insurance: pay attention to the scope of cover such as damage during transportation or theft, etc. And check the consignment upon arrival and report any loss or damage immediately to the concerned party.
Happy moving.
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