WORST COMPANY EVER!! DO NOT USE!
Brianna
Submitted this review about
compass van lines
Review made Live: 7/13/2010 12:32:00 PM
MY THINGS CAME WET, DAMAGED, OR NOT AT ALL!! DO NOT USE THIS COMPANY!
Here is my complain in detail if you don't believe me.
The salesman misrepresented the service and gave unreasonably and false low estimates in order to obtain the my business.
Salesman, Jeff, misrepresented the service by telling me on 6/9 that there would be no additional fees if additional items were added at the time of the move on 6/19. The estimate was based on a phone call of itemized belongings which was updated multiple times to try to make it as accurate as possible. It was discussed with Jeff that there would likely be unforseen extra items that would need to be moved as well since I'm not a fortune teller, which to this he stated that the extra items would be added without an upcharge. I also asked him whether or not the quotes are usually accurate or if they tend to run on low side, b/c I've had other friends with similar problems with movers, since they can get they extra fees if they low ball the customer. He even stated that the majority of estimates are usually on the low side. I then asked if he the actual amount of cu ft per item that was being itemized on the list to see how accurate there estimate was and he said that he did not have that information in front of him but assured me that it was fair. However, my final bill was more than double my final estimate. $1902.25 vs. $4472.13. Yea, just slightly off.
Next, the movers arrived with an old quote for 687cu ft which was from 6/8 for $1803.38. However, an updated quote on 6/9 was for 714cu ft at $1902.25. The movers stated that they needed to go off this old form even when I showed them my electronic copy of the new electronically signed contract. Then I asked the movers how they calculated the actual cu ft. They stated that there are metal bars in the moving van that are about 100cu ft, so they just ballpark it near that. When they loaded my things they stacked the first few rows completely to ceiling of the truck without many gaps. However, as the move progressed the started not filling up to the top, which is understandable since many items are odd shaped and cannot be packed like square boxes can. The last 300-400cu ft were not even packed half way up. However, when they came up with the total cu ft they used the metal bar (which is just a support bar and not an actual measured distance)that was farthest out. When I asked about the fact that there were at least a few hundred cu ft that I was being charged for that I did not fill up, the movers told me to take it up with customer service, which is conviently closed on saturdays even though most moves take place over the weekend.
So at this point, they have taken the old estimate and added on the extra cu ft to make it 1300cu ft. Which is of course not an exact measurement, however, it is the number they base all the extra fees on, which I was promised I wouldn't have to pay if I gave Compass Van lines my busisness. The extra fees are $1 per cu ft over the estimate which equals $610.
Compass van lines has continued to disappoint me with poor customer service and unreliable business practices. I called multiple times and sent emails and never got a response from the manager. His excuse was that the phones/voicemails don't always work. Too bad I left quite a few messages, and I'm pretty sure he was lying b/c he didn't want to have to talke to me. After about a dozen phone calls, I finally got ahold of the general manager, Avi, who was very unhelpful and stated that he looked into my complaint and would not be refunding any of my money. I asked for written documentation of this and the subject was changed. I then asked about the descripency between the 2 contracts, and then he said he could refund me $27. I asked multiple times to pay with credit card as it states I am allowed to do in the contract for the initial pickup. He never let me pay with credit card and told me I could use western union as if that is a reasonable solution. READ THIS! I asked him if there was any reasonable solution that we could come to he states that he would give me $300 if I would take down my complaint to the BBB. Basically bribing his customers for a better rating!! I couldn't believe it! No wonder they have a A+ rating!
Well, my stuff finally arrived on July 8th(even though I was promised July 7th) (picked up on June 19th) almost 3wks later. They didn't show up until 7pm and didn't finish til almost midnight. Every box but one was dented/crushed in. 10 boxes were soaking wet. They lost 2/3 of my wardrobe boxes! Scratched and dented my furniture. Broke countless dishes/vases. I called customer service and they directed me to the claims department who then directed me to a 3rd party claim company. They stated that it could take up to 90 days for the claim to be resolved. I understand this in relation to my broken and damaged items, but since they lost 2 huge wardrobe boxes with my clothes in them, I though they would call the drivers and see if they could find them. Boy, was I mistaken. Nope, it has to go through the 3rd party claim company and I may never see them again.
So obviously this problem is not resolved, as they have overcharged me, damaged my possessions, and tried to bribe me.
DO NOT USE THIS COMPANY!!!
