Global Express will not deliver what they promise
Jeff B
Submitted this review about
Global express vanlines
Review made Live: 7/17/2012 8:17:00 PM
Bottom line: you will either pay or stairs, long haul or bulky items or pay a bribe errrr, tip to packers and movers. Add $50 dollars for every person that shows up.
We moved from Florida to Maryland (950 miles) and they were supposed to provide direct delivery and showed up four days late. Driver never returned calls so we never knew if or when they would show up. They left a huge mess and even though we paid for the to take trash away they refuse.
We were told because we had 13,000 pounds of house hold goods our goods would be a direct delivery on the 28th of May. The company representative John Harris sold us the services he said they would deliver our stuff on Monday the 28th of May. We confirmed this with the office managers as well on multiple occasions. Each times we were assured they would deliver our stuff on the 28th. They packed us out on Friday the 25th of May in Riverview Florida. Once we arrived in Maryland on Saturday and again on Sunday we attempted to contact the truck driver as instructed to confirm a delivery time. Even though we left several messages, the driver never returned our calls. On Sunday we finally got ahold of John, he said they would deliver our stuff on Monday as planned, and we should stay at our empty house in and wait. We attempted to get information from dispatch and customer service on Monday the 28th. None of them could tell us where the driver was and that we needed to call the driver. We explained that we had called and left messages and had not heard from the driver. On Tuesday the 29th we were told they would deliver our goods on Thursday the 31st of May. We still had not heard from the driver on Wednesday night to set up the delivery time. Finally on Thursday, they called and said they would deliver the load on Friday. They did deliver the goods on Friday afternoon, 4 days late. I understand four days may not seem like a significant time, but the delay added to lodging expenses and caused us to make our travel based on Global Express's guarantee to deliver our goods on Monday the 28th. The lack of communication and inability to answer questions or provide any idea of when our goods would be delivered is poor business and terrible customer service.
The company ocharged for overweight packing, strong armed for tips with threats of extra fees/delay in delivery of goods and failed to provide service When we talked to John Harris we were told that we would get a professional pack out and delivery. We went over the expected charges and thought we fully understood the charges. Problem with service: They agreement was to have a professional pack out and delivery. We have moved 7 times in the military and with corporate sponsorship. Every time they removed all the trash. We confirmed with John that the packers would take away the trash (boxes, wrapping paper, used tape rolls, etc.) The packers in Florida left all there empty tape rolls, scrap card board boxes, and their personal trash, bottles, cigarette boxes and butts. Once they delivered our household goods we told the driver that we were told they would take away any boxes, packing material and trash that we had; we were told that they wouldn't take it and they actually took the empty boxes that were in the truck in our front yard. Global Express never did an inventory; they relied on the weigh estimates and inventories from other companies. On the front page of the contract offer they provide a rate of .15 cents per pound for a professional pack out. They specifically wrote that if we were overweight, they would charge us the "agreed" upon rate. Since we were never told any other number, we assumed that was the agreed to rate and the rate that would be charged. Mostly because that is what john Harris led us to believe. When we were overweight they said it would be .25 cent a pound. When it was time to do the paper work, the packers' first comment was how about you pay us each $50 for a tip. When I asked what he said, he said, he said we you had a lot of stuff and we worked hard. He then told me that we were lucky to have a direct delivery and that at this time of year they didn't have to do that. Since my goods were still on his truck, I really didn't know what that meant. He then said, well you know you had some items that we will charge a "bulky" item fee. But if you pay us $50 per man we won't do that. Since they had my stuff on two different trucks at this time I figured it better to pay the bribe, make sure my stuff arrived on time and in one piece. When they delivered my household goods, before they did anything, they asked for a tip. When I asked why I should pay a tip before they did anything and since they had already said, they didn't think they would reassemble everything since they didn't disassemble it. We had talked to John about our house and he explained that we weren't going to be charged for stairs since it is a split level house and it doesn't have 8 or more steps, and that the long haul fee was for people in apartments where they have to carry things to a parking lot. The driver Vladimir said he would charge us for stairs and long haul; however, if I paid the four of them $50 a piece, they wouldn't charge us those fees. Now we had talked to John about our house and he assured us that we wouldn't be charged for either of those items.
