[mikey39]

NZ Van Lines rang today to confirm delivery of our container tomorrow, we were asked why we hadn't paid the invoice they had sent to us, so i said that we would pay MAF direct. I was informed that if i did not pay NZ Van lines invoice they would withhold my container and not deliver it tommorow.

They have added on a $95 fee for them organising MAF to come out. We told them we would ring PSS in the UK to inform them that this was happening and was told by the nice lady at NZ Van lines, that she didnt care what we did, no payment of invoice , no container tomorrow.

[willsken]

Sounds like you have come up against the same problems so many others have. You have my sympathies. :mad:

[YouMeAndThree]

Grrrr!

[Marti]

Hmmm - well I am not sure you can pay MAF direct without first having an account with them (Which i understand can be done but not in the timeframes you are talking about). What you can do is ask for a copy of the MAF invoice that has been sent to NZ Vanlines (as that is legally yours) and pay the amount on that invoice to NZVanlines.

The MAF invoice tends to be a handwritten scribbled mess but on MAF headed paper. It will list the number of items they have looked at/cleaned/removed and in some cases a small fee for travelling to your home.

With regards to the $95 fee - well refer back to your PSS contract. If it was anything like mine (altho used a different company) it says something to the effect of 'pack your house, pop it onto a container, ship it to NZ, deliver your goods to your door via a third party' but does not include customs and MAF fees.

so this $95 fee is BS. And if they feel the need to charge it then they should be making PSS aware so that they can inform their clients at the offset. ALL containers have MAF interested so its not like its a one-off special in your case!!!!


So in summary - i would pay the maf bill, but check it is correct when you see the MAF chappy tomorrow. Dispute the $95.

[Sam B]

Well we had NZ Van Lines and we paid MAF direct and we did not pay any money to NZ| Van Lines either. But their customer Service hasn't changed - I think we ran up against that lady.

[Gemini]

I rang MAF and found out what it would cost and then told the company I would only pay that amount. However, they then insisted they charge for getting the things ready for MAF to inspect. Our company in the UK now that they had the money weren't the slightest bit interested.

[BkyMonster]

You can pay MAF direct just fine. It's a sliding scale fee depending on how many items they need to look at (they will want to see your packing list as well as the Unaccompanied baggage declaration) and a call out fee (depending on how far they have to go). They will charge you the call out fee regardless if where your container is being held has a MAF inspector on site. I just wandered into our local office showed them my papers and after waiting a bit for them to review everything paid them. They gave me a paper on Biosecurity letterhead with the items to be inspected, the costs ticked off and a big red PAID stamp. All I should need to do is give that and the customs form to my warehouse and or delivery agent. I'm picking my stuff up so YMMV.

[mikey39]

MAF didn't have a problem with us paying them direct, we could have paid them today $150, but NZ Van Lines said if we did that, they wouldn't deliver our container tomorrow. What gets me is MAF haven't sent NZ Van lines an invoice yet, as they haven't provided the service yet, so NZ Van lines have made us pay for a service that hasn't been provided yet.

When i asked them what would happen if they wanted to clean some of our stuff, i was told i would get another bill from NZ Van Lines.

[cappuccino]

From my understanding and experience, the $95 is the MAF callout fee wherever they come to inspect the boxes. If there is more than one inspection say for example at the company'd depot this end, then the company will divide up the fee by the number of inspections. This is what happened with me. If you have an inspection at your house, then the callout fee is payable by you only.

This is completely separate from the sliding scale of fees MAF charges per number of boxes inspected. I was present at the MAF inspection at the company's warehouse here and saw the invoice they produced to the company. I then paid this amount plus my share of the $95 to the company. At no time did I pay anything directly to MAF and only paid the figures that were quoted by the company here.

The MAF inspection took place in the morning and my container was delivered that afternoon.

[thewoodies]

will note this for our arrival - thanks

[TonnyTessa]

Had the John Mason surveyor chappie around this morning and asked him about it. They actually use the Moving Company, but he explained the system. Basically the company first estimates how many of your boxes are most likely to be inspected and ask for this money up front plus some extra for themselves for the trouble of having to unpack and repack your boxes. They get a monthly invoice from MAF for all inspections done. If it turns out your inspection costs less they should give you money back, if it's more you pay extra. Don't think all companies work that way, and not sure how easy it is to get money back. It sort of makes sense to me if it means you wouldn't actually have to be there. Not having to take time off from work could be worth the extra admin fee for them, my time is costly too :)

Having said that NZ van lines seem to be very unreasonable and outright rude in their way of telling you what their system is (or not telling as seems to be the case). I though the "no customer service" was a british thing?

[George&Dave]

Is it legal? Can you not find out where they live and kidnapp the cat? No container No cat!? :laugh

I know its not funny but this woman sound slike she needs to be read the riot act! Surely soemthing can be done? Can loads of NZ Van lines Customers not bring a group case against them?

[YouMeAndThree]

Basically the company first estimates how many of your boxes are most likely to be inspected and ask for this money up front plus some extra for themselves for the trouble of having to unpack and repack your boxes.

I've told them that I am only prepared to pay the MAF fee - all costs incurred by the company have been covered AFAIC. I was told UK-side that we would only have to pay for the MAF inspection, so that is all I am prepared to pay......................if only they could find our container (or maybe they are holding it, hmmm)

Lx

[Jon-and-Lou]

Oh well, it never even crossed our minds that we were being overcharged - were so pleased to have our container back, happily paid the $320. Well actually, not paid yet ... oops - best get onto it eh?

[mikey39]

Quick update, Container arrived, nothing broken, the guys that delivered it were brilliant. MAF turned up were here for less than 5mins, only interested in the plastic xmas tree. We had to pay the $270 to get the container delivered. We have since had a cheque from NZ Van lines, they say since MAF did not inspect all the packages they have given us a refund.

Now dont know if this is just me but why bill someone before MAF arrive, then have to write a letter and refund money after they have done inspection. Surely it would be better to wait until MAF have done the inspection and then send the bill.

Also the rudeness of the woman in the office was unbelievable, we have 3 set of friends in the process of emigrating out here, who have been asking us who to use for the move, guess what we wont be recommending PSS its a shame really as the guys that did the packing in the UK were excellent, and the guys doing the unpacking this end were good.

[TonnyTessa]

I agree, it seems a silly system. But glad you got your things back!

[Janey]

our container was supposed to be in port tomorrow but we tracked last night to find it has not left Sydney yet eta now 21/11 getting rather close to out completion date of 28/11 lets hope no more delays

[mikey39]

our container was supposed to be in port tomorrow but we tracked last night to find it has not left Sydney yet eta now 21/11 getting rather close to out completion date of 28/11 lets hope no more delays

If you need to borrow any bits to keep you going if it doesn't arrive on time just give us a shout.

[Janey]

thanks!

[Toonster]

Also the rudeness of the woman in the office was unbelievable, we have 3 set of friends in the process of emigrating out here, who have been asking us who to use for the move, guess what we wont be recommending PSS its a shame really as the guys that did the packing in the UK were excellent, and the guys doing the unpacking this end were good.

I'm glad that you got it all sorted out - I would contact PSS and let them know - write a formal letter about it effectively outlining this paragraph above - as you said earlier, once they get their money, they don't really care, but the fact that you are not going to be recommending them, despite *their* excellent customer service because of the poor behaviour of their partner, will at least make them sit up and think, as they will be losing that future revenue.