Unbelievably Bad Experience
Megan
Submitted this review about
United Royal Van Lines
Review made Live: 8/18/2015 11:28:00 PM
I have moved many times throughout my life and the majority of my moves have been relocating across country. I have never experienced a move like I did with United Royal Van Lines. I conducted an internet search to find the company and researched the reviews prior to making the final decision to use this company. Ironically, the reviews on this site rate this company very high (4 out of 5 stars) but reading the reviews when I am posting my review, I see the most recent reviews echo my experience. I had nothing but problems starting from the week of my move to delivery of my items (or lack of delivery since several items didn't arrive).
Three days prior to my move, I was informed by the property management company of my apartment complex that they needed a certificate of liability insurance. I immediately reached out to my moving coordinator (Arthur) and was told he would get it by Friday morning (the day of my move). I was told to call the moving coordinator at 9am on Friday morning and I didn’t get a return phone call until after 11 am. When I finally spoke to Arthur, he informed me the certificate wouldn’t be available until Monday, at the earliest, and I needed to reschedule my move. This was NOT an option, as I was moving out of state and had to vacate my apartment by Sunday. During this incredibly frustrating conversation, the movers showed up during this time and I gave them access to the building. I finally spoke to a “manager” and told her that the team was here and I was moving regardless of the certificate. I never received the certificate, even when I was told they would send it to me on Monday.
When I was signing the contract, I was told that my belongings would arrive in 7-10 days from my pickup date (expected delivery date July 19). When I called to inquire on July 20, I was informed they didn’t know where my belongings were (in storage or in transit) and would call me back when they spoke with dispatch. It took me two more days to get an answer and was told my belongings hadn’t left New Jersey yet. The person I was speaking with said they have a 30-day window to deliver the goods, and since it’s the “busy season” it was taking longer for the truck from Texas to arrive. When my goods were finally in transit, it took multiple calls across several days to get the number of the driver, only to discover I was given the wrong driver’s contact info. Another day whet by before I received the correct phone number and was able to confirm the delivery date of July 25.
On the day my belongings arrived, the two person team wasn’t very personable. The driver was a bit stand-offish and had a bad attitude. They tried to leave before assembling my bed and I wouldn’t let them leave until it was put together. There were several boxes marked “Fragile” and they paid no attention – many of these boxes were upside down when I went to unpack them.
I was shocked in the condition of my belongings when they were finally delivered. I specifically requested three items to be packed by the movers to ensure they would arrive undamaged. My two TVs arrived undamaged but my KitchenAid stand mixer was damaged beyond repair. I should have packed the mixer myself, as I would have done a much better job. I questioned the team when they were boxing it up but they assured me it would be fine. Multiple pieces of furniture arrived damaged and/or dirty, including my couch, mattress (which was covered in a thick plastic mattress cover), and dining room chairs. I also had three items stolen. My coffee table and two end tables have glass tops and the glass never arrived; along with a hand truck and step ladder.
I am VERY disappointed by my experience, especially since United Royal Van Lines is so highly rated. The lack of communication between the company and myself is unbelievable. My profession is account management and I am appalled by the service I received. Moving is a stressful situation and the moving coordinators need to better communicate with their clients. It is my recommendation they put together a bulleted list of “don’t forget” items that is sent upon approval of the moving estimate; this list should include items such as if your belongings need to be moved farther than 50 ft. from the home/apartment to the truck, it is an additional fee and if your building requires a certificate of liability insurance, the minimum amount of time required is five days.
