Do not use. AT ALL
K
Submitted this review about
Colonial Van Lines
Review made Live: 8/22/2011 6:41:00 PM
This was the third moving company I contacted, after having the first call me (which I appreciated) in a timely manner to say they couldn't take my order until over a month after I needed to move (United Van Lines), and the second being too expensive.
I scheduled for a Thursday-Friday move window of the week before I was scheduled to actually drive down. My grandfather passed away, and I contacted them to arrange a date change. Marsha was courteous, helpful, kind and understanding through it all. She is the ONLY person who would take my calls, much less return them or emails. She gave me phone extensions, and even contacted the customer service people on my behalf, when they seemed to be non-existent. Due to my condo rules, I was prohibited from moving on Saturday-Sunday, so my window was changed to Monday-Tuesday.
I was called Friday afternoon by the driver to see if he could come pick up that night. When I said no, he asked about Saturday. On Saturday, I got a call from the driver - but a different guy, apologizing that he would be one day late, and would be there Tuesday instead of Monday, between 8 and 10. I had a number to call, and a name of the driver, thankfully, but that he would call Monday night to confirm. I called Monday evening and I was not scheduled. The carrier at this point was Brown Van Lines. I called customer service, and was told that they would fix it. I asked to please speak to a supervisor, and after back and forth for THREE HOURS, finally talked to her. She ASSURED ME that I was on the books for 8-10 on Tuesday morning. I also got her direct number, the driver’s name and number.
At 10:45 on Tuesday, I called to ask the driver where he was, and was told that I was not scheduled for pick up until Wednesday - the day after I had left. I called Colonial Van Lines to find out what was wrong. I was told that according to THEIR records, I was scheduled for pick up. I told them that I wanted a resolution by noon. Noon came and passed, and nothing. None of the promised returned calls. At this point, I and my mom were calling around scrambling for moving companies. I called to say that this was absolutely inexcusable, and that I wanted a full refund and cancellation. They said fine, but I’d have to talk to the cancellation department about that. I did attempt to do so. I left messages, and the only response I got was from someone who did not leave a call-back number. Which, when dealing with what I have discovered is only a clearing house for movers, is next to impossible to track down.
The next option I had was to dispute with the credit card company. I just received notice that since I changed the pick-up date, I am not entitled to a refund of any sort, and that they are sorry, but this whole situation was due to circumstances beyond their control.
