EB Cargo Bad Service and Partial Refund

As I had mentioned before, I contracted through Shiply a freight forwarder to bring me the crate with my kit car. I contracted collection and delivery door-to-door and stated I needed equipment to load and unload the 650Kg crate to/from the transport.

EB Cargo (http://www.ebcargo.co.uk/) from Tamworth bid a very low price and they later revised it to more than double. As I posted on the 2nd August, they failed to provide lifting equipment on collection and Steve from Aries had to save the day getting a forklift.
If any readers have noticed, on the 11th August I had to pick the kit from a warehouse instead of having it delivered on my doorstep, as agreed and paid for. The reason was that EB Cargo stated, after the kit was already in transit, that they were not providing proper lifting equipment on delivery. Additionally, if I wanted to have that equipment, I would have to pay additional 210£. So I talked with the Portuguese transportation company and arranged to collect myself from their warehouse.

After having the kit, I tried to negotiate with EB Cargo for a refund for contracted but not delivered services (the lifting equipment). After all. they bumped the price to more than double for the equipment... They refused to give me the 315£ refund I wanted and would not accept the compromise I proposed of returning 190£ that was the difference between their price and what DHL would charge me for the same level of service (no equipment on collection, delivery to a warehouse near Lisbon). That compromise was based on the fact that, if they had told me that the 505£ didn't include equipment, I would have declined and gone for DHL. EB Cargo's manager named Brian Keates was almost abusive declining any responsibility, saying I had no reason and stating they would not refund more than 60£, the amount pertaining to the transport between Montijo and Lisbon, that I didn't get.

I then filed a complain through Paypal but they closed it immediately since they don't mediate service complaints.

My last chance was to complain directly to VISA. I filed the complain there, had to write a detailed document with my reasoning, scanned documents, emails and pictures. It was a 10 page document. I requested the 315£ refund but stated I would be OK with the compromise amount of 190£ refund. VISA later sent me EB Cargo's reply where they said they had provided 95% of the contracted service and as such would only refund 60£. VISA asked if I had anything to add. I rewrote a summary of my first document and stated that the percentage of delivered service was less. I also stated again my compromise amount.

Today VISA ruled the verdict and I was refunded 190£ through a charge back. I'm very happy! Not as much because of the money  but mostly because EB Cargo was not serious on this matter and wrongs have been made right with the ruling. I would love to have seen Brian Keates face when he found out he's shaddy business actions had come back to bit his wallet.

Just to show two other actions EB Cargo and Brian Keates did that were shaddy...
1) When I gave them the date to collect the crate, he asked for the final crate dimensions. It was a bit bigger than stated before and he bumped the price around 30£. Seems fair to me. But he didn't give the new dimensions to the transportation companies, thus he pocketed that amount. I found that out because on the release form from the Portuguese transportation company the crate dimensions were the old ones.
2) When Brian sent me the email saying EB Cargo would charge me additional 210£ for proper equipment to download the crate from the truck at my doorstep, he was saying that it was the transport company demanding. He sent the full email history exchanged between EB Cargo, RH and Rangel. But he manually edited the company's price conversion from € to £ in a way that would make him pocket 20£ more. It's fare for him to have his margin on top of all services he would resell me, but not hide that margin, specially when it was a service that supposedly was already included...

So, final note... Never do business with EB Cargo (http://www.ebcargo.co.uk/) from Tamworth. As a freight forwarder, they acted shaddy and were not professional. Great I paid with VISA, otherwise I would have no way to avoid their scam.
Positive note to RH and Rangel, the UK and Portuguese transport companies that belong to the System Alliance Europe group of transport companies. The people from Rangel were also great to allow me to occupy a cargo bay on their enormous warehouse, for a whole morning, where I could open the crate and move it to my rented van.