They cancelled at last minute, would not refund
Sarah B
Submitted this review about
Budget Van Lines
Review made Live: 9/28/2011 8:28:00 PM
At approximately 4:30 p.m. the day before my move was scheduled, Budget Van Lines representative Alan called me to inform me that the moving company could no longer come to load my belongings. He told me that they would try to find another company. After several phone calls back and forth and waiting for some time, I inquired as to whether I could simply receive a refund and find an alternate way of moving. He informed me that because they were unable to line up a moving company ("carrier") within the contract pick-up time, I could receive a full refund. He told me to call someone else to get the refund process started. I called that person and left a voice mail. I never heard back that day.
The next day, I moved myself from Charlotte, NC, to DC, by using a Penske rental truck. Budget Van Lines called me as if nothing had happened and they had not failed to provide a carrier. They attempted to schedule a carrier outside of the move dates in the contract. When I told them I was supposed to receive a refund, they referred me to a manager. It took about a week and much persistence on my part before I was actually able to speak to a manager.
The manager, Cindy Byer, emailed me a form indicating that they had approved a partial refund in consideration of my signature agreeing to release them from liability for their failure to perform on the contract. I signed the form and faxed it back. She assured me that the refund would be processed soon. It was not. I emailed to follow up and she told me that the refund had been processed and should show up on my account in a few days. That email was 2 weeks ago. I still have not received a refund. I emailed her 6 days ago asking about the refund again and have not heard back.
This company seems very pleasant and like a bargain; however, be warned that any oral representation that they make may be entirely false. Furthermore, they do not fulfill their contractual obligations and make it very difficult for you to contact them once they have broken the contract. They appear to be operating under the assumption that you won't actually sue (because of filing fees and hassle of filing a lawsuit) so they can break their contract and get away with it. I would strongly recommend against them and wish I had never paid them anything. I am glad I didn't let them move my stuff - I would not trust them with it!
