BIG EXPRESS

Thank you. It was a very stressful time. He made it much easier.

Fantastic service. Nice guy and very friendly. Highly recommend.

The move went very smoothly. Adam(if I remember his name correctly) was very helpful and efficient. Would definitely use this service again. Thank you so much!!!

Driver was on time.
Also brought a guy along to help. Both of them were very patient & made the move easy.

Super professional and friendly driver. Jason made it so easy to move, will hire him again for our next move. Very top professional.

Absolutely brilliant service, he was very helpful and made our move far less stressful. Definitely recommend

Our driver and the man who was supporting him were exceptional today. We overran on the the completion of our purchase by almost 4 hours and their calm professionalism really helped to remove the stress of it all. They managed to pack us and unpack us in exceptional time. Don’t think that you’ll get a second rate service because they’re relatively cheap- these gents are class.

Great team exactly on time, very hard working did a great job. 10 out of 10.
Would highly recommend them

****DO NOT USE THIS COMPANY**** The driver did not inform us that the mirror was bigger than him and he could not move the mirror - lying really does not help the situation or our shockingly appealing experience using their service. We bought a larger mirror following this incidence which took only one man to transport the mirror with no problem. Further, the mirror was laid upright at the back of the van with very little protection. The issue was not how many men could carry the mirror, the issue was that the mirror was poorly transported and packed badly at the back of the van. We did not even receive an apology for the inconvenience caused or for the mistake of the driver! BIG EXPRESS sent a driver who could not package a mirror and transport it safely and the dropped a small wine fridge on the floor and broke it. They then asked for evidence for these claims such as pictures of the broken 6 ft mirror still in the premises and pictures of the broken fridge plugged into the socket leaking with water again without one apology for the mistake! Overall, you can tell they have no regards for their customers and can not guarantee to move your items safely from A to B, however, COMPARE THE MAN & VAN should have been on my side looking to resolve the matter fast and with very little added stress.

When we booked with THE MAN & VAN we thought we were dealing with professionals, however, we have had the worst experience with our move and I am very disappointed with how you have managed this issue. There should be a dedicated complaints handling team with a telephone line as I could not get hold of BIG EXPRESS for days, and when we eventually got hold of them they took the phone off on us. PLEASE AVOID THIS COMPANY COMPLETELY!!!!

The moral of the story is you buy cheap, you buy twice - do not use this company even if they are the cheapest on the page!

CMV response:

Thank you for your further email and I am sorry that you remain so unhappy.

As an online booking platform, all complaints are dealt with via email and in writing, not only so that there is a full written record of the complaint, but also so that all responses are easily forwarded to the other party.

We act in an impartial way, but always with full transparency.

Once we were aware of your complaint, it was handled immediately and all emails I believe were answered on the same day, if not within hours and with respect, the ability to speak with a member of the Complaints Team would not have altered the facts in this matter.

To confirm our position with this, you have never provided any evidence of damage you say was caused at your move, despite very many requests that you do so.

You must please appreciate that as comparison platform, all drivers on the circuit are self employed and as such any refund or compensation is taken directly from them.

You are clearly unable to raise a damage claim with us if you are unable to provide evidence of this.

In addition, as you are also aware, this booking remained unpaid in full.

You have previously been referred more than once to our Customers' Terms & Conditions in relation to damage claims, and I do not propose to do so again. However, in line with these, we are unable to deal with a complaint if the booking remains unpaid in full.

In addition, I would state once again that in the event of a damage claim we require evidence of damage; evidence of value of goods and the opportunity to send an assessor to inspect the damage.

It is not sufficient to say your goods have been damaged and give an unverified sum that you wish to be reimbursed and I cannot see in any of your earlier emails that you have previously given the estimated value of spoiled goods.

As you are aware, in their email of 06.08.2018 Big Express offered to process your damage claim directly, but as is standard with insurance claims, as the Claimant you would be required to pay their excess payment which is £250 and you were of course unhappy with this.

You subsequently contacted us on 07.08.2018 to make payment of the outstanding £55 on the booking and following this, Big Express agreed to return to your property to dispose of your broken fridge.

I would point out at this point that they did this as a courtesy as it is not incumbent on a driver, in the event of a damage complaint, to dispose of soiled goods.

In addition, at that point you were also refunded £100 by Big Express.

I cannot comment on whether the driver advised you that you should have ordered 2 men to move the mirror due to it's size, as clearly I was not present at the booking. However, I would state that it is the customer's responsibility to protect fragile goods prior to a move, and not the driver's, unless a packing service has been booked and paid for.

I can confirm that in the absence of any evidence of damage being received, we now consider this complaint closed and no further refund will be made.

However, as all service providers on the website are independent companies, you do have the option to pursue Big Express directly for any further compensation you feel you are due.

Kind regards

Maggie
Compare the Man and Van
Complaints Team

the driver was great but dispatch office was frustrating to deal with. Understandably, saturdays are busy but seeing as this must be a regular occursnce on Saturday, customer service seemed completely unprepared. Our driver was 2 hours and 45 minutes late, although the automatic text went it and said he’d be with us in the hour and then the first customer service rep said he would be there in 1.5 hours. The driver himself was incredibly helpful

I Needed a van and driver immediately to go from London to Worthing booked on line and paid . Driver and Van arrived on time very helpful polite and accommodating. Couldn’t have asked for a better service. The immediate availability of driver and van was outstanding.

Very good and friendly service.

Our driver Karwan was extremely friendly and respectful with our items throughout the move. He arrived ten minutes early and reviewed everything that needed packing making the process much easier and taking care with fragile items. He did his best to manage the heaviest items so that we didn’t have to and was friendly and polite during the whole process and made the stressful process of moving seamless.

My booked driver did not arrive at all but when I phoned to report lateness half an hour after they were due to arrive I was given super friendly and professional service from the call operator James who sent another mover team to my rescue 90 minutes later. The whole move ended at 16h00 instead of 13h30 but the second team were very friendly and I would definitely book them in the future. Regards Shaun

The driver was fantastic. However I booked him on the basis of the picture which was a Luton van with a tail lift - this was not the case and it caused me (a 63 year old woman) to assist the driver with lifting a cement mixer and site box into the van - which was why we required a tail-lift!!!

Efficient service