House Moving: What are your rights in the event of a dispute?
During a move, many problems can arise – whether it’s delays, overcharges, damage to property or disappearance. However, this profession is highly regulated and remedies exist.
We have listed them, with advice, for six scenarios.
The move was not carried out on the scheduled day
The moving dates (or the periods in certain cases such as grouped transport) agreed beforehand and indicated in the contract are binding on the company. It can only derogate from it in the event of force majeure, i.e. in the event of the occurrence of an event beyond its control and which could not have been reasonably foreseen (such as a snowstorm or a flood having an exceptional character). Apart from these circumstances, you are entitled to request compensation and payment of the costs incurred (costs of accommodation and catering, childcare, day off, etc.).
To do this, you must send him a letter (by registered mail with acknowledgment of receipt) listing the damage suffered and the costs incurred by the delay, as well as the amount of compensation requested.
The mover is asking me for more than the amount agreed
In principle, again, the amount indicated in the contract is final. The mover may, however, ask you to pay additional costs if they are justified and due to an error on your part. For example, if the estimate was made online from your declarations and you underestimated the volume, the company may charge you a supplement.
If, on the other hand, it is the mover who estimated the volume during his visit, he cannot ask you for additional costs. The amount of these costs must be posted on the premises of the company.
A piece of furniture has been damaged. Crockery was broken
The mover is responsible for the objects to be transported and must compensate you in the event of deterioration, unless it is due to a case of force, a defect in the thing (i.e. a hidden defect) or a fault on your part (poor packaging, for example, if you are responsible for it).
To obtain it, mention the furniture or objects concerned and the damage noted on the delivery note which will be given to you (in the “reservations” section) with as much detail as possible or, if you do not realize it until after the unloading, by registered mail with acknowledgement of receipt.
Do not delay because you only have 10 days to do so. The estimate of the compensation can be made later, in order to give you time to collect invoices or to have repair estimates drawn up. Note that all this information – on reservations, their deadlines and terms – must appear on the delivery note. If this is not the case, the period is reduced from 10 days to three months.
The declaration of value: a document to be treated before any signature
The amount of compensation, in the event of loss, breakage or deterioration, is fixed in the contract and the declaration of value. The first provides for a fixed amount, which varies according to the company, for all goods and for each good.
If the total value of your furniture is higher or if certain furniture is, it is imperative to mention them in the declaration of value. Even if it is long and sometimes difficult, this step must be particularly careful by carrying out, piece by piece, an inventory of the goods as complete as possible and by estimating them as accurately as possible (by consulting your invoices, the prices in stores, see by having a property appraised by a professional if it has a lot of value). Remember to take photos and keep the purchase receipts with you.
A piece of furniture has disappeared
As for the breakage or deterioration of an object, its disappearance is the responsibility of the remover (except in cases of force majeure) and the procedure for obtaining compensation is the same. Note however that, if this disappearance occurs after a theft, the responsibility of the company is not necessarily engaged if the act took place with violence. If the truck was left unattended, however, it can be. You can find a sample letter here
A problem has occurred but the mover disputes his responsibility and refuses to compensate me
If the mover contests the reservations you have made, you will have to embark on a so-called “protest” procedure, by sending a letter by registered letter with acknowledgement of receipt within 10 days from the day of the complaint. You will again mention the reservations made, being as precise as possible on the goods concerned, the damage observed and the circumstances in which the damage occurred (if you know them). If he persists in his refusal, you can turn to the trade union to which, if necessary, he belongs or to a consumer mediator (his contact details must necessarily have been communicated to you in the contractual documents), or even then seize the court. judicial. If you come to that, the deadline for doing so is one year after delivery.
The common areas were degraded during the move
To facilitate the process, as for your objects and furniture, report, in the delivery note or by mail with AR within 10 days, the damage observed, as well as the names and contact details of the transporter or owner. At the same time, notify them as soon as possible so that they can act on time. Be aware, however, that they can also decide to engage your responsibility.
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