Poor Customer Service
Patricia Saulsbury
Submitted this review about
United states van lines
Review made Live: 6/15/2010 4:42:00 PM
I originally spoke with Mr. Robert Igneri in Feb 2010 and he was extremely helpful, courteous and really seemed to be knowledgeable. He assured me that having to change my pickup and delivery dates would be no problem and that I could change as often as needed, because we were building a home and due to weather and other issues, exact dates were hard to give. Again, Robert assured me there'd be no problem so I gave him my deposit of $1250. The total move was to cost about $3250. Well, after I'd changed the dates several times, Robert was no longer the courteous person he was in the beginning. Emails and phone calls were not returned. Basically, I continued to deal with this company because I did not want to lose my deposit. However, by the time we were ready for the pickup and delivery, I received a phone call from John Warner or Warren to confirm the move dates. I told him that I would be adding 25 more items to the weight. These items were 20 storage bins, some large, some small, some medium and 5 foot lockers. They were all clothes. John informed me that there would be an additional deposit of $341.00. I said no, I would not pay any additional deposit. John then told me that it was no skin off of his back. I would either pay it up front or at the end. I then called to cancel my contract, with the understanding that I'd lose my deposit. The person's voicemail stated that in order to cancel the contract, you must speak with her. After about 3 hours, since I hadn't received a call back, I sent an email to Robert about cancelling. Within 30 minutes, Robert called me back essentially begging me not to cancel, but to put the move on hold. I explained to him that because of the poor customer service, I would rather lose my money than deal with their company. After almost 10 minutes of him trying to talk me into just letting the year ride out on the contract so it wouldn't look bad on him, I told him that I was done with the conversation and his company. About an hour later, the lady who should have called me earlier about the cancellation called me and tried to talk me into not cancelling. She, like Robert, tried to use the loss of my money and since that wasn't working, she told me that I was costing the driver of the delivery truck money. I told her he could thank Robert and John for that, not me. She and I went around the same mountain as Robert and I did and the result was the same. I will never, ever have anything to do with this company again and I strongly recommend that anyone in need of movers choose another company.
