Horrible Experience
Erin M
Submitted this review about
Colonial Van Lines
Review made Live: 8/1/2012 2:40:00 PM
I booked this move almost 8 weeks in advance. As my move was growing closer, I had not heard anything from the moving co. so I began to call 2 weeks before my move. I left e messages on the customer service line for someone to call me and none of those calls were returned. I finally spoke with a customer service representative who told me my orginal agent was no longer on my order - it would have been nice for the new person to call and make contact. On the Friday before my move I got a call from a different agent confirming the contents of my move; he said someone would be in touch the next day to confirm pick-up. The next day no one called. I called them desperately trying to contact someone. The customer service representative told me a truck was not yet scheduled and that if I had to be out of my house I should look at cancelling my move. I then asked to speak with a manager, which could only be done by request. The manager did call me back to reassure that everything was on schedule and someone would call me Monday (first day in move window) to confirm time. No one called on Monday. I called every person I had a direct ext. to contact and left several messages and no one called me back. Talking to customer service was like talking to a wall - there was no information they could give me and no reasonalble solution and no responsibility on their part.
On the last day of my window the customer service representative had the nerve to call and see when would be a good day to pick up my household....reallly what a joke?
I have since had to cancel my move a request a refund. This was also difficult as I left two messages with the cancellation dept. that went unreturned until and agent put in a request.
Horrible experience....moving is stressful enough without your plan falling apart at the last minute. I would never recommend this company.
