Recently, according to a report by Shanghai Radio and Television Station, an old couple in Shanghai encountered a "moving assassin" when they moved. They were told that they needed about 6,000 yuan when they consulted before moving, but actually they spent more than 40,000 yuan. They only spent 18,000 yuan on plastic bubble wrap for furniture and household appliances.
Coincidentally, the topic of "toilet assassin" in dredging toilets has caused heated discussion among netizens.
According to a survey conducted by Chengdu Business Daily-Red Star News reporter, in fact, there are similar routines in projects that need on-site service, such as home appliance repair, waterproof and leak-patching, which makes some consumers in the "pit" miserable. In this regard, Chen Yinjiang, deputy secretary-general of china law society Consumer Law Research Association, believes that such routines may infringe consumers’ right to know and fair trade, and consumers need to ask for and keep relevant vouchers and details when choosing door-to-door service, so as to protect their rights.
Go to the door to clear the toilet and become an "assassin"
Some netizens have been routines for more than 2,000 yuan.
According to the report of Shanghai Radio and Television Station, Aunt Wang, a Shanghai citizen, wanted to move, so she chose the first company, Shanghai Didi, to move through Baidu search. Aunt Wang said that after showing the furniture needed to be moved to the staff of the moving company through video, the other party said that it was necessary to dispatch about two cars. According to the calculation of 2,400 yuan for a car, the total was 4,800 yuan, including the labor cost of moving, and the price of disassembling an air conditioner was 200 yuan.
However, when moving, a number of extra expenses were incurred: the staff who installed air conditioners charged a total of 6,370 yuan for air conditioning pipes, freon, and holes; The moving staff asked to buy plastic bubble wrap for furniture and household appliances. The asking price for each roll was 300 yuan, and the charge for 60 rolls of bubble wrap was 18,000 yuan. Originally, it was agreed that only two cars would be dispatched, but the moving company brought seven cars. In the end, Aunt Wang spent a total of 41,710 yuan on this move, and the moving staff never provided a list.
After Aunt Wang’s experience was exposed, Baidu said that it would pay in advance and return 15,000 yuan to Aunt Wang, and promised to help her solve the moving storm.
Prior to this, a similar "routine" was exposed when the toilet was dredged.
Xiao Wang from Hangzhou told reporters that in June last year, she encountered a door-to-door toilet routine and was charged a maintenance fee of 2,100 yuan.
Xiao Wang said that at that time, she found a number one maintenance company in Meituan and bought a coupon from 30 yuan. After the maintenance personnel came to the door, they first operated with a steel wire and a nitrogen pump. Later, they said that it couldn’t work, so they had to use a dredging agent, but they didn’t tell Xiao Wang the specific price of the dredging agent, and then they closed the bathroom door to operate. "When I finished, I told me that a bottle of dredging agent was 388 yuan, and I used 5 bottles, and that nitrogen also cost money, totaling 2,100 yuan, and I didn’t verify the vouchers I bought on the US group."
Xiao Wang said that although she was dissatisfied with the price and felt cheated, she paid the bill because she was a girl renting a house alone and was afraid of the big maintenance master.
Later, Xiao Wang, who couldn’t swallow this breath, went to 12345, 12315 and Meituan Platform for complaints many times. In the end, the maintenance staff refunded 1,600 yuan, and Meituan Platform paid her 500 yuan. Xiao Wang provided the reporter with the record of placing an order with the US Mission at that time, as well as the relevant records of the subsequent US Mission’s compensation to her in 500 yuan. But for fear of retaliation, Xiao Wang quickly moved.
Moving, waterproof and leak-patching, home appliance repair … …
On-site service "assassins" emerge one after another.
The reporter found that as long as it involves services such as home maintenance that cannot be priced at the beginning, hidden consumption problems will emerge one after another.
According to Zhongxin. com, some consumers encountered a similar situation when installing and repairing home appliances, and were cheated by hidden consumption. Originally, they agreed on the installation fee, and when the maintenance personnel came to install or repair, they charged high material fees on the grounds of replacing materials or installing materials, but the parts of tens of yuan were charged hundreds of yuan.
According to Zhongxin Jingwei, Mr. Chen from Huizhou, Guangdong contacted a waterproof leak-patching business. During the telephone communication, the business said that the cost of glue for leak-patching was 120 yuan Jin, and it would cost more than 1,000 yuan to repair a 5-square-meter bathroom.
After the maintenance personnel come to the door, they say that the water leakage needs to be glued. If he is allowed to glue, there will be no extra test fee. If he is not required to glue, 600 yuan test fee will be charged. Finally, after less than an hour of hole drilling and glue filling, the maintenance personnel said that they had completed the leak filling and said that they had to pay 3,800 yuan, which means that more than 30 kilograms of glue was used.
However, within one week after the maintenance, Mr. Chen’s downstairs neighbors reported that the toilet was still leaking, and the situation was even more serious. Mr. Chen offered a refund to the merchant, but it was rejected.
The reporter searched on the black cat complaint website with the keywords of "waterproof and leak-patching", "moving" and "home appliance repair", and found that there were thousands of related complaints. Recently, many complaints involved the cost of glue materials, sky-high maintenance fees, poor maintenance results, and extra charges for moving.
Expert advice
"Assassin" is suspected of violating the right to know and fair trade.
Expert: Consumers need to keep the vouchers in order to protect their rights.
Chen Yinjiang, deputy secretary-general of china law society Consumer Law Research Association and invited researcher of university of international business and economics Consumer Law Research Center, thinks that from a legal perspective, this routine is suspected of infringing consumers’ right to know and fair trade. "Operators should first clearly mark the price, let consumers know how much a service costs, and ensure that consumers’ right to know is guaranteed."
Chen Yinjiang said that if maintenance personnel sit on the floor to raise prices without any basis during door-to-door service, or deliberately deceive and mislead consumers in a false way, resulting in damage to consumers’ legitimate rights and interests, this situation may constitute fraud. In addition, if maintenance personnel make consumers accept products and services through disguised coercion, it is also suspected of infringing on the fair trading rights of consumers.
Chen Yinjiang said that the frequent occurrence of door-to-door service "assassins" is due to the uneven quality of employees and the lack of fixed business premises. Some employees, driven by economic interests, use professional information asymmetry to deceive consumers. Get so many economic benefits; On the other hand, consumers generally don’t know much about the relevant professional maintenance knowledge. "Whether it is broken or not, and to what extent, consumers themselves don’t know. They can only rely entirely on maintenance personnel, which may provide them with an opportunity to ask for a price at will."
Chen Yinjiang said that when consumers are looking for on-site service, they need to check the qualifications of companies that provide on-site service, and they should also review their qualifications when maintenance personnel come to the door. In addition, consumers should check the service details provided by the door-to-door service personnel, understand the price, and keep the relevant maintenance vouchers and details. "What has been repaired and changed must be written on the maintenance list, so that it can be based on subsequent rights protection."
Chen Yinjiang said that when encountering the above routine, consumers can negotiate with the maintenance party to solve it. If negotiation fails, they can complain to the consumer association and relevant administrative departments, and they can also protect themselves by applying for arbitration or bringing a lawsuit in court. Legal rights and interests.
Fu Jian, director of Henan Zejin Law Firm, believes that before providing services, merchants did not clearly inform consumers of the services and product prices they provided, which led to misunderstanding by consumers, which led to damage to consumers’ own rights and interests. Such behavior has been suspected of fraud, which is suspected of infringing consumers’ right to know, choose and fair trade.
In addition, Fu Jian said that the platform party should fulfill the necessary review obligations to ensure that the households meet the qualification requirements of relevant industries. When receiving complaints from consumers, it should promptly assist in handling after-sales problems. If the platform knows that the merchants have violated the rules or illegally operated, and fails to take any necessary measures, it can be determined that the platform supervision is not in place, and the platform should bear joint and several liability for the losses caused by consumers.
Lawyer Xu Hao of Beijing Jingshi Law Firm believes that if the door-to-door service involves a platform, the platform providing the door-to-door service should fulfill the obligation of auditing, and strictly review the information of the door-to-door service personnel in advance, mainly including the identity information, working years, health certificates and criminal punishment records of the service personnel. Pay attention to its dynamics in real time during the on-site service, and cooperate with relevant functional departments to enforce the law immediately once problems occur.
The platform side should also establish a service level evaluation system for service personnel. Not only should the service be clearly marked, but consumers also have the right to evaluate the service level of service personnel, and the related evaluation is linked to the service credit of service personnel. In addition, the platform needs to further clarify the contents of the contract and proactively remind consumers of the matters in the contract before placing an order to avoid disputes in consumption.
In addition, consumers should also pay attention to choosing regular businesses and platforms with good reputation, and pay attention to the key information of services before placing orders to avoid being deceived. After retaining the evidence, consumers can complain to the local consumer association or the market supervision department, or file a civil lawsuit on the grounds of consumer fraud and demand compensation.