I request all the customers of this company to please discuss and clarify all the contractual elements in detail beforehand.
In my case the transport personnel was very annoyed when he found out that he had to walk around 60M from the main gate to my apartment and immediately demanded that I pay 120€ extra for this. Its not the extra payment that upset me, but its the behavior of this person that turned me off. He was very rude and addressed me with 'du' (I think its pretty rude to address some unknown person / customers with 'du' in German) all the time and talked to me in a very rude tone. He demanded that I pay him extra immediately and that he had no time to wait.
How did he come to the conclusion that it was 120€? What was the base of his calculation? Some details in the contract such as 1 M walk = 2 € or similar would have cleared all the confusion, but there was nothing of this sort mentioned. So, it was unclear how he arrived at this sum of money? I did not have this extra cash and hence I had to run around looking for a cash machine (ATM) so that I could pay him extra.
More.. He refused to pick up my washing machine because it was still attached to the tap and demanded that I pay 20€ extra to unlock the washing machine pipes from the tap. But, did not include this 20€ in the final sign-off document. The sign-off document contained the initial agreed price + the extra 120€ for walking 60 M.
In total I ended up paying 140€ extra and also tolerate his rude behavior.
Apart from this, the transport personnel arrived on time, work was done without any damages and customer service personnel were quite friendly to talk to over phone - no complaints here.
First of all, thank you very much for taking the time to evaluate our company. We appreciate any feedback - only in this way do we learn what our customers want and can react to it. Unfortunately you were - in view of the given points of criticism - not satisfied with your move to us. The following: We have discussed with you in advance all the details. You were asked about the removal route. You told us that we can park at the loading point and at the unloading point right outside the door. As a result, we have also scheduled our staff. Of course, it is not pleasing for our employees to find out on the ground that this is not the case. A distance of extra 60 m is not to be underestimated. Had we known that before, we would of course have provided more staff. The longer way we had spent much more time and the employees had to work longer. Despite the circumstances, they have done their job thoughtfully and carefully. We are sorry that you felt unpleasantly affected by the nature of the employee and we sincerely apologize to you for this. That was certainly not his intention. Overall, you have paid this sum for the removal path. As we discussed by telephone even on the same day before the outreach, I have explained in detail the cost. Unless we are informed prior to the signing of the contract that there is a long way to go, this will not be listed in the contract. Unfortunately, I can not understand your statement regarding the payment, because we have arranged by phone in the morning that you can transfer the amount. How do you come to this statement? Our employee has disconnected and taken the washing machine for you. This had not been agreed before. As you can read in our terms and conditions, it says: 1.3. If the sender extends the scope of services after the conclusion of the contract, the resulting additional costs must be remunerated to an appropriate amount. In the existing contract these services were not listed, that's right, since they were unknown. However, the employee noted this down and you received a proper invoice for all costs incurred. Therefore, we can not understand this statement. But we are happy that you liked the quality of our move and wish you all the best!