Anyone used AnyVan?

[AwkwardPaws27]

Hopefully moving in a fortnight (selling & buying so no overlap). I got removals quotes from 5 local removal companies last month, ranging between £650-£720 (one bed flat plus loft & shed, to a house, less than a mile away, packing ourselves).
Tried AnyVan today & getting quotes between £270-£350, so quite a significant saving.
Has anyone used them for home removals? I've seen a couple of worrying reviews about last minute cancellations... Anyone had an amazing experience with them & can give me the courage to save £300? Anyone had a bad time & thinks that the peace of mind isn't worth the savings?

Yes and unfortunately it was horrendous! We booked to have stuff picked up one day, and delivered the next morning - they arrived and told us 'it'll be there within a week.' Um, no, it'll fucking be there tomorrow as that's what I'm paying for. After 3 hours they finally agreed to get it there on time. When we eventually received our stuff they had permanently damaged: the sofa, our bed, 2 x kids beds, 2 x wardrobes etc etc.
We refused to pay until we saw proof of their insurance claim for our damaged goods. They didn't have it (had said they did) so we didn't pay. They tried to threaten us with small claims, listing their costs. We sent a reply that listed the cost of the damage they caused (which was higher than the amount they'd charged) and that was the last we heard of that.

Never, ever again! We hired a van and did it ourselves the next time. So much better.

Wow! £650-£720 for less than a mile seems a little... steep! can't you hire a man with a van locally from the back of the newspaper?

The frugal part of me would want to put stuff in a backpack / suitcase with wheels and walk with the smaller stuff!

Yes, I have and had a good experience. Pick someone with good reviews who has been on the site for a while and isn't too cheap.

We hired a van last time but I found the heavy lifting (such as sofas) up and down a flight of stairs very difficult (moving from 1st floor flat). Need two men really for the big bits of furniture, such as sofas, wardrobes, etc.
I've had a couple of mid-range quotes from people who have been on there 3+ years and done 100s of moves, I'd like to think they'd do a good job as they get a lot of business through the site...

Go for it!

MrsJ's experience sounds terrible but that is like saying I had a terrible experience with eBay so will never use it again. Anyvan is a platform for 100s or even 1000's is van owned, couriers removal men etc.
Check reviews before deciding on who to use, personally I say go for it!

Yes, we hired a man with a van via them, we wanted him to help dh load and unload. When he arrived he was obese and not at all strong or fit. He quickly got worn out and stood catching his breath whilst dh raced around loading. At the end of our time the boxes were on the pavement outside new home and we offered to pay him for another hour to help us get everything into our new home, but he said no as he was exhausted!

Yes - used the same guys twice because they were so good. You need to look at the reviews but we moved 2 miles the first time and 10 miles the second time, and yes they didn't have logoed t-shirts and the van looked like it would blow up, but my god they worked hard. They just on loading and unloading until everything, everything was moved. They started at 10am (yes I was worried they weren't going to turn up) and only stopped at 11pm when I said I didn't want ALL flower pots moving (we had underestimated how long it would take us to pack so we're packing while they did the first few loads).

Saved ourselves £500 at least. We couldn't have hired a van, packed and moved everything including the piano in a day

I

I have used it twice.

First one wasn't great - these two super short and thin guys turned up (late and nailing red bull) and weren't that good at moving anything heavy (the whole point!) and made a right fuss about the stairs which I had put in my booking.

Second time was great. Went for a bigger van and had big burly strong and positive 'can do' hard working duo who smashed the moved super quickly.

Used them in November 2015 for our first big move and had a great experience and, like you, saved a bomb.

Thank you so much to everyone who has shared their experiences. Going to show DP the thread later & discuss it properly, I think we'll do it as the saved money will covers the cost of getting the carpets & sofas cleaned which I'd really like to do.

yep we used them when moving house and they were great, the user reviews should help you pick a good one.

also recently used someone from manwithavan dot co dot uk to move from one art studio to another and they were fine too.

Another positive here: had a really good experience with AnyVan, but do check reviews - and I reckon the more detailed the spec you give, the better you'll do.

As disaster from start to finish. AnyVan contracted the transport of my car to a third party who managed to cause over £3k of damage to the bodywork of my car. AnyVan refused to accept liability despite them being party with whom I contracted and I had to issue court proceedings to get the full amount paid. Incredibly unhelpful throughout, dishonest and unprofessional from start to finish.

I have just lost the “deposit” as the removals cancelled on the morning of collection.
It is not a deposit or part payment, it is a non refundable fee you pay Anyvan for them to recommend a rubbish company.
If everything goes well, fine, but if not, you are screwed. Don’t do it !!

I regret to say, I have used AnyVan, and I shall never use them again. Here's the reason why:

Below is a transcript of my online chat with an Anyvan "Customer Service" rep who
said, blatantly, she will not show me any goodwill, when I asked her to reschedule a
paid, pre-booked delivery without charging me extra.

(Identifying details have been deleted)

AnyVan customer service representative on online chat:
Welcome to AnyVan! How can I help?
12:56:13 pm

Customer:
Someone called AAAA just put the phone down on me
She is not suitable to do the job

AnyVan Rep. 12:56:25 pm
Hey

12:56:30 pm
Customer:: Can you please check what the problem is with her?

AnyVan Rep. 12:56:50 pm

Im very sorry to hear that

Customer: 12:57:32 pm
I have booked the delivery and I wanted a different slot - she said I have lost my money
and she won't help me.
I have never experienced this before with AnyVan and I have been using it for many
years. 12:58:05 pm

AnyVan Rep. 12:58:39 pm
Please can I take your booking reference number?

Customer: 12:58:57 pm
XXXXXXXX
She said I won't get a refund for rescheduling. This is extremely rude and unhelpful.
She won't put me though to your manager and she won't give a number to call
to complain. 12:59:15 pm

AnyVan Rep. 12:59:33 pm

The number to call is: Our number is 020 3872 3050.

Customer: 01:00:02 pm
AAAA refused to give me a number or the manager's name or any other contact

AnyVan Rep. 01:00:33 pm

We cannot give out our managers details
In order for me to be able to allow access to your booking,
please can you confirm that you're the AnyVan account holder? 01:01:18 pm

Customer: 01:01:26 pm

I would like the table to be picked up in the evening or weekend -
because the seller is saying she is not available after 10 am tomorrow.
This is just an one off unfortunate incident, when I need your understanding.

AnyVan Rep. 01:01:42 pm

Great! For security reasons, can you please therefore confirm your full name,
phone number & one of the postcodes listed on the booking?

Customer: 01:02:04 pm
XXXXXXXX

AnyVan Rep. 01:02:20 pm
Thank you! :)

Customer: 01:03:53 pm

Hello?

AnyVan Rep. 01:04:27 pm
Just reading up on the situation
Unfortunately to book in for a specific time you do have to pay extra as AAAAA advised.

Customer: 01:05:57 pm
Do you really think you're being nice to a regular customer? The driver only contacted
the seller today. If he had contacted her when I booked - two days ago,
she would have made sure she stayed at home.
I am asking for your understanding and goodwill.

AnyVan Rep. 01:06:53 pm

I cannot give you a free time slot of 7pm it will be £16 extra to change to that.
However, the driver should have provided you with an ETA
rather than asking you to stay home all day.
I will ask that he provides an ETA to you. 01:07:02 pm

Customer: 01:10:41 pm
Please would you make sure he does that?

AnyVan Rep. 01:11:19 pm
Yes, of course! :)

Customer: 01:12:15 pm
If it could be picked up another day
and the seller gets a longer time to arrange her day, it would be most appreciated.

AnyVan Rep. 01:12:38 pm
I will add a note to suggest this.

Customer: 01:12:52 pm
These are her times:
Wed 20th Before 10:00 or after 19:00
Thur 21st Before 08:00
Friday 22nd 07:00 - 16:00
Sat 23rd 16:00 onwards
Sun 24th Flexible
As you can see, she's free all day Friday. 01:13:20 pm
I would be so grateful if you could please set the day on Friday?
Here's her number: XXXXXXXX 01:14:15 pm

AnyVan Rep. 01:14:55 pm
I will ask about this - however -
there would be an admin fee as you are altering the booking within 24 hours

Customer: 01:16:08 pm
The driver only texted her today.

AnyVan Rep. 01:16:27 pm
Okay so the driver will be due to arrive between 11am - 3pm tomorrow.

Customer: 01:16:39 pm
But you should have contacted the seller when I booked, not just today
I did 3-day flexible booking

AnyVan Rep. 01:17:21 pm
The driver would not be assigned to your booking for a while
and always contacts 24 hours prior to the move with ETA's

Customer: 01:17:38 pm
If the driver contacted her earlier, she would have advised him with her availability.

AnyVan Rep. 01:17:50 pm

The driver wouldn't have been assigned to your booking before then
The drivers don't work around your schedule, he fits your booking in with his schedule. 01:18:09 pm

Customer: 01:18:16 pm

That's why I did a 3-day flexible booking.
So the seller got plenty of time to be around.
Where do we stand now?

AnyVan Rep. 01:18:41 pm

This is booked in as a fixed date for tomorrow
The driver will be arriving between 11am - 3pm tomorrow.
Is there anything else I can help you with? 01:19:10 pm

Customer: 01:21:31 pm
I always click on flexible booking - if this has happened, that is a digital error.
Would you please please reschedule for Friday
or according to the times that the seller has sent as above?

AnyVan Rep. 01:21:54 pm
Sorry, but we cannot do that. If you wish to reschedule there is an admin fee.

Customer: 01:21:54 pm
I am asking you as a very loyal customer.

AnyVan Rep. 01:22:15 pm
I cannot alter anything without charging you.

Customer: 01:22:23 pm
You can check my account - how frequently I have been using you.

AnyVan Rep. 01:22:33 pm
As there is an admin fee for all customers who make changes within 24 hours.

Customer: 01:22:47 pm

There's something called customer service / goodwill.
Goodwill gesture.

AnyVan Rep. 01:23:13 pm
I cannot do that.

Customer: 01:23:23 pm
I now know that I won't be making those changes again.

AnyVan Rep. 01:23:33 pm
We unfortunately cannot confirm this is a digital error
as on confirmation email it is a fixed date.

Customer: 01:23:35 pm
This is one off.
This is a request.

AnyVan Rep. 01:23:55 pm
No, sorry.
Is there anything else I can help you with? 01:25:48 pm

Customer: 01:28:21 pm
Don't think you can - you WON'T help? I messaged you for help. You have refused.

AnyVan Rep. 01:29:08 pm
I haven't refused - I have stated our policies to you -
there is an admin fee to change the order within 24 hours of the move taking place.

Customer: 01:29:15 pm
Any other customer service is there to help customers -
especially the loyal ones.
You have refused to move an inch from your profiteering position.

AnyVan Rep. 01:29:21 pm
If you are willing to pay for the changes we can go ahead and make the changes.
As you are not willing to do so I cannot change it.

Customer: 01:30:03 pm
You are trying to take more money from a loyal customer

AnyVan Rep. 01:30:25 pm
Loyal or not, those are our policies,
all customers are charged an admin fee to change the order within 24 hours.

Customer: 01:30:33 pm
I am asking you to understand just an one off occasion.

AnyVan Rep. 01:30:45 pm
I cannot do that.

Customer: 01:30:48 pm
There's something called "goodwill gesture"

AnyVan Rep. 01:31:18 pm
Okay.
I cannot give you a goodwill gesture.

Customer: 01:33:02 pm
Yes, I know that! You MUST make profit.
Never mind, good luck with your mission! 01:34:02 pm

AnyVan Rep. 01:34:16 pm
Driver will be at collection between 11am - 3pm tomorrow
Goodbye for now! :)
Have a great day! :)

Yes, I used to use them a lot. But they seem to have changed their business model and are no longer the great value provider they used to be. I'd get comparison quotes from people who do not have a middle man.

If you do go with them, and you book a specified number of hours, be sure to book much more time than you actually need, because I found they went very slow towards the end, even stopping en route for an hour+ but pretending to get lost (on a very simple route), in order to take me over my allocated time and charge me extortionate penalty rates. It was such a scam, but I had no choice to pay the penalty because they had me by the short and curlies.

They did refund the deposit, and offered to send new bids but they really need to check the companies better or their stars mean nothing.

DO NOT HIRE THIS SERVICE. We went through reviews beforehand and decided to ignore the occasional bad reviews, and go with this 'cheaper' option. Bad idea.

Absolutely disgusted with my service. I was informed at time of booking (when I hadn't finished packing) that any little bits and pieces that needed adding could be done so for an extra fee on the day. The drivers were so rude and left with half a van empty, when all we had left to take was a few pictures, a wine rack, and an ironing board. Our car was packed full so we couldn't take them. We even offered to pay more, but they said no and left. This meant we had to leave these items and return for them at a later date, 140 miles away. On arriving at the new house, the drivers placed all our items downstairs, including our superking mattress, which we then had to try and get up the stairs despite my partner having a broken hand. Their attitude was so disgusting whenever I asked them to place something in a certain room, that I felt uncomfortable being in their presence and ended up going to stand outside until they left.

When I complained to the company about our experience, the customer service representative fought me tooth and nail on each issue, spoke very condescendingly toward me, and completely contradicted what the initial person on the phone said to me when I booked. Considering I booked over the phone, I expected the information they gave me there to be correct, but apparently it wasn't and they were just trying to make me happy so they could take my money. As for the extra items, apparently the drivers will not take anything that's not on the list, although when I tried to amend my order online prior to the move, it would not allow me to do so. The company also told me we had booked for a 'ground floor' move, so the drivers weren't obligated to take anything upstairs, however the representative on the phone at booking simply asked what kind of property we were moving into (a house), and didn't specify that we had to state some items would need to be taken upstairs.

NOT WORTH THE MONEY. We paid £500 for this move, and would much rather have paid a couple of extra hundred for a good, local company who would do their job properly. WOULD NOT RECOMMEND.

I did a house move with them twice. First bloke failed to show up (it was an incredibly low price), but they found me an excellent replacement (albeit at a slightly higher, but still cheap, price) who came around the same day.

Used the same bloke again second time around - built like the incredible Hulk and with a small lorry about 5x larger than necessary who moved everything I owned (not much furniture) 200 miles for less than £200.

Well since this thread came up again, we used them twice, first time was moving 70+ miles and it was a breeze. We packed and they lifted everything down the flat stairs and out like it was nothing. We couldn't believe we'd ever moved ourselves. 150 pounds.
They only damaged one thing and that was leaking sauce in a box we didn't pack very well.
Second time was a shorter distance move, cost more, and they insisted they would wrap everything properly.
Turned out they just wedged everything in and drove, the sofas, dining table, dining chairs were all damaged by movement when driving.
We claimed a replacement table only as it and the chairs were new, but we didn't bother with the rest.

I think it's like eBay or Uber, you never know who you'll get on the other end, and the company doesn't want to take responsibility, but if you get a decent underlying company they will be ok.