Have been given a bill for something double what I was quoted-a difference of £400, but the quote was verbal-where do I stand?

[Feelingbetterslowly]

I needed to use a removal company two weeks ago. They quoted me £x an hour and that was it, but the quote was over the phone.

They then gave me the bill (after being stuck in a traffic jam for three hours, which I am willing to pay for as that is not their fault, and for being lost for over two hours once they got here as they hadn't done their map reading, which I am not willing to pay for but feel I have no choice) making what should have been a 7 hour operation a 13 hour one, all of which I am being billed for.

I forgot to add on VAT, but that is my stupid fault, but then there is £400 for "extras". I rang up today to inquire what the extras are and am told that I also get charged £1 a mile (for the entire round trip, i.e 400 miles, not just from the depot to "our" final destination), which was NOT quoted over the phone, as I would have gone with a different company otherwise as it makes every other quote I got cheaper than them when mileage is factored in (they were the only co to give me an hourly quote, all the others gave a fixed price).

I now have an abusive message on my answer machine saying that I need to pay up or she is ringing her solicitor tomorrow to start court proceedings, that "I knew what I was in for" and that I am a bill shirking layabout (stronger words were used than that!). I am shaking like a leaf-I don't know what to do! Where do I stand legally on this? Help me!

bump

You should go and see the CAB as the abusive message sounds like harassment and is wrong. They will help you. A quote is often the start of negotiations, if they were not upfront about the additional charges then they have misled you. Go and see the CAB, they will help you and give you the right advice.

Think you need to see the CAB. Did you sign anything? Look for terms and conditions on any paperwork.

You do have to pay for the job but you can dispute the total amount, IIRC. Suspect you could argue about the 'extras'.

Look up the Consumer Direct website and also try your local trading standards dept for advice.

HTH

Write to them, setting out the agreement (i.e. hourly rate) and pointing out that at no time were you ever advised that there were any extras. Point out that it is their duty to ensure they advise of all and any charges before entering into the contract. They are not entitled to add extras after the event. Send them a cheque for the amount which you believe they should have charged. Tell them this is in full and final settlement of their invoice.

Oh and send a copy of the letter to your local trading standards office, ensuring you mark the original with a cc.

Thank you all so much-I was shaking like a leaf-she was so horrible!! It's such a nasty cheap trick! Will go to the CAB first thing tomorrow morning, horrid company!

OK, slightly different scenario, but I will tell it anyway as it may help, and give reassurance that you should investigate your rights before paying up.

A friend got a tiler in, and was quoted a verbal price. I think they were given a range - but it was essentially a fixed price (i.e. not hourly or anything). At the time of the quote they were told that the range was "because we don't know how much work is involved until old tiles come off and we see whether wall needs re-plastering". Fair enough.

The job took an excessive period of time. When the bill came in it was calculated on an hourly rate and was over double the max quoted. When calculated he fitted about 6 tiles a day....which was a different issue, and friend wasn't concerned as he was not paying an hour rate...or so he thought.

He challenged tiler, was threatened with court, took it to trading standards (who said that as there was no quote in writing then the bill should be considered to be "fair", and that ITO it was not). He informed plumber TS involved, and sent a cheque for what he felt to be a "fair amount" and hasn't heard of plumb since.

To re-iterate, contact CAB, contact trading standards, see what they advise.

Fellingbetter this sounds worryingly like the same company I used earlier this year.

I had a terrible experience with them

What area are you in?

Thank you. It's so horrid-I'm quite young, live on my own with dd, and was moving the stuff because my mum had just died so was moving 5, yes 5 items from her house to mine. They knew I was moving the stuff due to bereavement, knew that it was being paid for out of probate, and so think that they can overcharge and intimidate me (which they probably could have done if I hadn't come on here!) xx

Was Yorkshire to Cambridge-are you in Yorkshire? What was the outcome in the end? They even left my mum's sofa in the road "as it won't fit through the door" and then just took off, leaving me to move it on my own (we live up a flight of stairs so they didn't want to carry it up).

Don't pay them- they left an item in the road!!!

The outcome of my dispute was that I gave up as found it far too stressful

they basically damaged 3 items of furniture

I must admit, I'm so stressed out by the whole thing I can't sleep-I hate them so much for making me sleepless and miserable!!

DON'T pay them. KEEP all messages they have sent you and maybe even a diary of all interactions with them. TELL them you will only pay the quote and ignore anything else (unless it is legal, in which case contact cab). I think you will find that they will give up,

Thankfully (if that is the right word to use!) the probate is still going on, so I have rung the solicitor about it today and he is ringing me back, so a stern letter from him may go a long way hopefully! I'm still shaking today-nasty nasty people!