Horrible Company
D R
Submitted this review about
All USA Van Lines
Review made Live: 12/4/2013 4:32:00 PM
This is a HORRIBLE COMPANY to deal with.
First, the sales representative will lie to you! I was told that there would be no fee for the mattress cover, however, once I received the final bill I was charged a total of $74 for both mattress covers! In addition, I had two lamps. When asked if they needed to be packaged any special way, again, I was told not to worry they would handle it. Their method of handling it was to charge me an additional $36 for a box to place them in without asking or checking to see. We had extra boxes at our apartment that we could have used if we knew this is what they were going to do. As for delivery, I was told for an east coast move (DC to Alabama) that the window would be 1-7 days. They included language about 21 days as a max, but, again, the sales representative assured me that they already had a moving van lined up and it would arrive on November 15 as planned.
After picking up our stuff, we were told to expect delivery by November 15, 2013. That day came and went without any word. When I called to speak with a representative, I was told that Interstate Movers does not handle the delivery, and another company "All USA Van Lines" would have the information. I was shocked, as my sales rep assured me and sent an email saying they are a moving company. When asked to speak with Eve, my sales rep, they clammed up and said she was on vacation and was not available to speak. Annoyed, I asked to be transffered to the other company to speak with dispatch.
I then spoke with the dispatch manager, Iris, who said she would look into it and call back later that afternoon. No call back from Iris, and they are closed on the weekends so I had to wait until Monday. I called on Monday, Iris acted like I was bothering her when all I wanted was an update. The paper work given to you at pick up had different delivery times, and noted that east coast would not be 1-7, but rather 1-14 days. While slightly longer, this was not the end of the world. However, when I brought this point up, Iris told me Alabama is the mid-west, and therefore they still had 21 BUSINESS DAYS, not including holidays, to deliver.
More annoyed, but nothing I could do, I asked for an update on deliver time. Again, was told she would call back later on in the afternoon and I never once had her call me back. This went on as a daily routine for us, me calling and her ignoring my calls for the most part. After about two weeks of my relentless calls, I wore her down and she scheduled delivery for Friday November 29 from 8-10am. Friday morning came and went, and no driver. I called in the afternoon and spoke with Iris - she apologized and said he woulud come the next day from 10-12. I never got a call confirming and I sat at my place from 10-12. No calls. Office closed. Finally at 1:45 the driver called and said he was running late...really, I hadn't noticed...and wouldn't arrive until 3:45!
He gets there, and charges me an extra $100 due to an obvious calculation error that he even acknowledged. However, the driver doesn't work for USA Van Lines, but is an independent guy and needs the total amount or he won't deliver the goods. He says if I don't pay he will leave, and he won't be back for at least 10 days. We need our stuff, so I am forced to pay him.
I am now in the process of getting that money refunded. I am trying to go through the customer service department, and while they have said that they will refund the money, who knows if they will.
Bottom line, if you get a quote or call from this company, RUN! They are absolutely a mess to deal with, and will end up costing you double what they quote. I thought I was saving myself the trouble by not renting a U-Haul, but that was far from the truth.
