Can't get my belongings
David
Submitted this review about
Full Service Van Lines
Review made Live: 6/30/2015 5:57:00 PM
I signed up for a $3000 "white glove delivery" of my belongings from NY to AZ. Allan from sales was very helpful, no complaints there. The pick-up went relatively well - I wasn't too happy about one of the movers dropping a deuce in my bathroom, but when nature calls I guess . . .
Once I found a local apartment, I gave them the drop-off address and was given a 7-10 day delivery estimate. I called back a week later and was told my stuff was in Phoenix, but they didn't have anyone to bring it to me - and they couldn't even give me an estimate of when they'd have movers in the area. I called several times over the next two weeks to try to get an update on my delivery - on at least 3 separate occasions, I was told I'd get a call back that day and never received one. The two times I was able to reach the dispatch manager, he told me the same thing - my stuff was in Phoenix, but he still didn't have anyone who could deliver it and still had no idea when he would. Why they couldn't just subcontract one of the dozens of available local AZ movers I have no idea - I guess I was supposed sleep on the floor of my empty apartment while they waited for one of their movers to make an unscheduled appearance in Phoenix.
I finally got fed up and informed them I'd just pick up my stuff in exchange for a partial refund. After the dispatch manager told me "it doesn't work like that," I got Allan to agree to take $450 off the balance so I could pick it up myself. I was transferred to a "customer service" rep, who told me to call back after I'd sent an e-check for the remaining balance to get the pick-up address - she said to call back before 5 EST, when she'd be leaving (this was last Friday and I really wanted to get it resolved so I could make moving plans over the weekend). After reluctantly sending the check (thus forfeiting any leverage I had), I called back at 4 EST to get the address but got no answer. After trying several more times, I realized she was gone for the day, an hour earlier than she said she'd be.
I called back yesterday (Monday) and was told (you guessed it) they'd call me right back. After waiting a few hours, I barraged them with calls until the dispatch manager picked up and told me the only people who knew where my stuff was were in an "all-day meeting," but that he'd get the info and call me back (he didn't). Same thing happened today, so this is at least the sixth time someone told me they'd call me back the same day, only to disappear.
So, to review, not only did they have no idea when they could deliver my belongings, they have no idea where my belongings are.
