Consumer Council highlights complaints against home removers

In the first nine months of this year, the Consumer Council received nearly 30 complaints regarding home removal services.

In one case, a complainant booked a removal company through an online platform. After confirming the date and address, the company provided a quote of approximately HK$2,000, and the complainant immediately paid a deposit.

On the same day, a staff member contacted the complainant, stating that because the building had five steps of stairs, an additional 15% stair fee would be charged.

Dissatisfied, the complainant requested a refund, but the staff member claimed that this was already specified in the quotation sheet. The deposit was ultimately refunded only after mediation by the Consumer Council.

In another case, a complainant who was emigrating to Australia originally scheduled their shipment for late February. However, because the removal company used consolidated shipping containers, requiring the shipment to be shared with other customers, the goods ultimately arrived a month and a half late.

The Consumer Council reminds the public to compare prices among different service providers and carefully check quotation sheets and terms. Businesses should also clearly communicate their terms and conditions.