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Old 26.08.2021, 21:38
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Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

I hired a company to do a move-out clean. They have now turned up twice at the wrong time - once on the agreed date and once 10 days later. They claim that both of these are "no-shows" (i.e. me not showing up!) and want to be paid 85% for both - as well as 100% for the actual cleaning (which they have yet to do).

I find their position ridiculous. But the problem is that in the contract I signed, it says that I have to be "present" for the whole day of the move out clean. But how is this supposed to work in practice? Am I supposed to sit on the bare floor (or stand) all day in an empty flat and potentially wait 8-10 hours for them to turn up? I feel that the contract is written that way to cover their own backs because this is not realistic, and they have taken advantage of this loophole twice now by not turning up at the agreed time.

Movu are not being very helpful and they are blaming me and keep saying that "the poor company has turned up for nothing twice now, you have caused them to lose so much money". But in the meantime, I cannot hand over my flat because of these people and I have now taken two days off work to travel there (I live 120 km away now) for nothing. They say that the appointments I had with them are irrelevant because I'm supposed to be available all day according to the contract.

How would you handle such a situation? How do I contest their invoice? What are my rights? Have you had a similar experience?

Last edited by kingfisherq; 26.08.2021 at 21:50.
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Old 26.08.2021, 22:02
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

If you are not available it is normal to make access available via the concierge or perhaps a neighbour, etc. If the place is empty there's probably little risk in giving the key directly.
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Old 26.08.2021, 22:52
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

Thanks! It looks like they'll come and do the cleaning tomorrow. My question was more about what to do when I get the invoice for 85% + 85% + 100% of the price initially quoted.
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Old 26.08.2021, 23:15
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

What was actually agreed with the time that they said they would come ?

Why did they then turn up 10 days later ?

And you still agreed to have them a third time ? \


Do you have it in writing that they were supposed to arrive at a particular time ? Did they have a contact number where they could call you to say they were running late ?
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Old 27.08.2021, 11:44
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

And why did you sign a contract with conditions heavily weighted in their favour?
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Old 27.08.2021, 12:18
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

Seems very strange.. I don't really see the motivation of the cleaners deliberately coming at the wrong time unless it was purely fraudulent. But they wouldn't get away with that more than a couple of time so i doubt it.

Cleaners would normally prefer you to be out, i don't get that either.. Let them in, leave them to it..

MoveU -- I don't see how they are involved, they are simply a matchmaker, you ask them for quotes, they direct you to the companies.. Then you deal with them direct.
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Old 27.08.2021, 13:40
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

What was the time discrepancy? If they were supposed to do an all-day clean I presume they didn't turn up hours after the promised time. And was no one from the company contactable by phone once they were, say, 15 minutes late?

I just spotted the word "malevolent" in the thread title. Seems OTT.
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Old 27.08.2021, 14:10
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

My personal experience with Movu was not great.
I used them for my move and had some concerns with how the things were handled. I have decided not to use them again. Customer service leaves a lot to be desired. I think you are better of dealing with the company directly.
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Old 27.08.2021, 14:29
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

The contract clause doesn‘t really seem reasonable to me, particularly if outside of the contract there was an agreement for a specific time. No one waits all day in an empty apartment, that‘s what we have modern technology for. And everyone has an empty apartment for a move out clean. If they want the freedom to turn up when they want they need to have the key in advance.

The whole situation does sound a bit strange but I can see a potential motivation on the part of the company - basically overbook on the assumption of cancellations/staff availability and then if end up with too much work on one given day, swing by a couple of hours early/late and claim the customer was a no show. I‘ve seen dodgy moving companies play a version of this game in the UK. Having said that, doing it twice to the same customer is quite something.

Kingfisherq, I think that what you can do depends really on the exact situation. Irrespective of what was in the contract, did you have a written agreed time that they were supposed to come? If so, when did they arrive relative to that time? Were you waiting for them to turn up or vice versa? Did you/they attempt to contact the other party by phone when you/they were not at the apartment?

For example, if they agreed in writing that they would meet you at the apartment at 10am to do the cleaning, but in fact they arrived at 8am, whilst you were still en route, and then just walked off with no attempt to contact you, that would be completely taking the mickey. In this case, I would be inclined to not pay them but it does depend what documentation you have, i.e. ideally in writing that they would attend at time x, and also and acknowledgement that they actually arrived at time y. Honestly I don‘t think it‘s enough to just ring the doorbell hours before/after an agreed time and just disappear off with no attempt to contact.

However, if they did not agree a specific time, or just said something vague like we will try to meet you at 10am, but due to operational reasons we cannot guarantee a time and you must be available from 8am - then I think you don‘t have leg to stand on.

How did it happen the second time? Did they again agree a time that they then did not honour? Or did they make it clear you had to be there from a specific time and they would turn up sometime thereafter?
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Old 27.08.2021, 15:41
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

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I hired a company to do a move-out clean. They have now turned up twice at the wrong time - once on the agreed date and once 10 days later.
<snip>
How would you handle such a situation? How do I contest their invoice? What are my rights? Have you had a similar experience?
I don't understand what you are writing here.

You agreed a date. They turned up on that date. But it was the wrong time.

Why was it the wrong time? Did you want a lie-in? How could they access your property if you were not there? Had you made arrangements and let all parties know?

Why did they turn up 10 days later? Was this a random visit on their part? Or another case of right date and wrong time - for you??

I doubt you have much of a chance of getting out of paying up - particularly if you describe events as you have written here.

Sorry...
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Old 27.08.2021, 16:50
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

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I don't understand what you are writing here.

You agreed a date. They turned up on that date. But it was the wrong time.

Sorry...
I understand that there was an agreement for a time, but the company did not honour it and is falling back on the contract term that the OP must be available all day. The OP was taking a day off work and traveling halfway across the country, they presumably timed that to arrive for a specific appointment.
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Old 27.08.2021, 17:54
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

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I understand that there was an agreement for a time, but the company did not honour it and is falling back on the contract term that the OP must be available all day. The OP was taking a day off work and traveling halfway across the country, they presumably timed that to arrive for a specific appointment.
Oh I see. And no one had a mobile phone??
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Old 27.08.2021, 18:33
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Re: Malevolent move-out cleaning company hired through Movu.ch. What are my rights?

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Oh I see. And no one had a mobile phone??
I did also ask that in my main reply. Clearly something has gone very wrong but I don‘t see the reason to automatically assume it‘s the OP’s fault without further clarification. If the OP were really so stupid as as to make two appointments, on two different days, take a day off work and travel 120km across the country each time and and STILL not manage to be present to let the company into clean on both occasions, it‘s difficult to understand why the company would even agree to attend on a third day, even for 85% of the daily rate (assuming they can actually collect). That’s remarkably patient of them. Unless the situation was actually of the company‘s own making and to their advantage.
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