Are you planning to move in a few months or weeks, and you don't know who to turn to? If you use moving comparison or connection sites, the message from the General Directorate for Competition, Consumer Affairs and Fraud Control (DGCCRF), published this Thursday, June 12, should be of interest to you. The authority responsible for protecting consumers believes that these sites, which on paper offer several offers and several movers, do not always respect the rules of the game. According to the fraud prevention agency, platforms for comparing moving offers and connecting people "rarely" carry out their connection missions in a "reliable" manner.
This is the conclusion of a survey conducted in 2023, the results of which are published this Thursday. Last year, DGCCRF investigators inspected 75 companies, including 66 moving companies, and especially nine online price comparison platforms and websites connecting movers and individuals. Among them, 64% presented "at least one anomaly of varying severity."
Deceptive commercial practices
First problem: some comparison platforms do not mention certain mandatory information on their website or in their general conditions. They also did not respect their transparency obligation, leading to the sending of 30 warnings, notes the consumer watchdog. Second problem: the authority identified "false allegations" on some sites. Still others do not warn their customers that they use subcontractors, which is mandatory – 35 compliance injunctions were issued. Even more seriously, some companies displayed a false registration in the carriers register. It is also advisable to check that your mover is registered on this register, available here. Seven administrative or criminal reports were issued for this reason.
More broadly, the consumer watchdog believes that the advertised mission of comparing moving company offers on matchmaking platforms was "rarely carried out." Some sites simply transmit the contact details of movers without their consent.
For the majority of the platforms inspected (8 out of 9), the authority notes deceptive commercial practices, such as "the publication of online reviews or references to labels or networks of movers, thus misleading about the quality of the service." For customers, it is impossible to understand the general conditions, which are described as "unintelligible." "No clear information on the actual service provided was available," it further laments.
Offers on social networks outside the legal framework
The French gendarme also reports the case of service providers offering their moving services on social networks, sometimes without being registered in the register of road freight carriers, and without complying with the regulations applicable to moving companies. "By charging low prices, these players were creating unfair competition against companies that respected the rules in force," notes the authority, which explains that it has forwarded the case to the relevant authorities.
The DGCCRF calls on consumers to be vigilant, reminding them that the price indicated on the quote is final. It is not possible to charge additional fees without modifying this document. Moving contracts must not include limitation of liability clauses, and you have the right to express reservations upon receipt of the goods within 10 calendar days, it further reminds.
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