Hong Kong consumer body logs 29 moving complaints in first nine months, urges clearer pricing
The Consumer Council received 29 complaints about moving services in the first nine months of this year, up from 25 a year earlier. Disputes ranged from vague quotes and delays to damage compensation. The council urged firms to disclose surcharges and claims terms upfront and advised consumers to do
The Consumer Council said it had received 29 complaints about moving services in the first nine months of this year, up from 25 in the same period last year. The disputes covered a wide range of issues, including unclear quotations, service delays and compensation for damaged belongings, the council said in a statement on Thursday.
The council urged the industry to improve information transparency, saying that the calculation criteria for various special charges, as well as the terms and mechanisms for claiming compensation for damaged furniture or delayed deliveries, should be provided and explained to consumers at the time of quotation.
In one case cited by the council, a family planning to relocate from Hong Kong to Melbourne, Australia, hired a company in January for an overseas move. As the items were not numerous, they chose a consolidated container shipment at a total cost of about HK$28,000. Because the shipment had to wait for other cargo to fill the container, no delivery date was stated in the service contract, and the complainant kept waiting for the company's shipping notice. In early February, the company said the goods were expected to be shipped by the end of that month, but no further update followed. In early March, the company said the shipment date had to be postponed to late March, but still could not provide a confirmed vessel schedule. Concerned that the delay might continue indefinitely more than two months after the goods were collected, the complainant sought help from the council.
In another case, a complainant hired a company to move household items, including a 75-inch liquid crystal display television, for about HK$9,000. The company was also responsible for simple packaging and protection of large appliances that could not fit into boxes. The complainant later found obvious cracks on the top of the television screen, and after switching it on, the screen could not display images properly. The complainant asked the moving company for compensation, but the company offered only HK$300. The complainant said the television, although used for a year, had been bought for about HK$11,000, and rejected the offer as far below the set's value. The two sides failed to reach an agreement, and the complainant turned to the council.
The council advised consumers to ask moving firms about the features and charges of different transport methods in advance, agree on expected shipping and arrival dates, and keep records or ask for such details to be written into the service contract or invoice. It noted that overseas moves involve uncontrollable factors such as customs clearance, and recommended consumers leave flexibility in their moving and move-in arrangements.
The council also suggested consumers prepare an inventory of items before moving and take photos of valuable, large or fragile goods to record their condition beforehand. If the company offers packing and appliance protection services, consumers should check that boxes are properly sealed and protection is secure, and number the boxes for easy counting upon arrival.