I contacted US Van Lines on 24 June 2010 to schedule my move from VA to NY. My service rep was Alvin Garcia. He was extremely helpful and friendly. After the quoted estimate I agreed to sign up with US Van Lines to do my move. In order to secure the move dates I needed to make a deposit of around $800. I was then transferred to another service rep to confirm my order. I asked this rep what would happen to the deposit if I had to cancel the move for any reason. She assured me the full deposit would be refunded with no problem. I went ahead and put down my deposit.
On June 28, 2010 I spoke with my administration office at work. I am in the military. The military agreed to do my move for free on this day. I would have used them before but there were some problems. Excited I agreed and quickly called Alvin Garcia to cancel my move. According to the contract I received in the mail in order to cancel a move with this company they need
"the Company (1) receives written notice at its address listed above via certified mail, return receipt requested, and (2) notification by phone at
888-303-6711 of my intent to cancel this contract, change my pick up dates or place the move on hold, and (3) the issuance of a cancellation number to me." I pulled this straight from the contract.
I went ahead and called Mr Garcia to start the process of canceling my move. After explaining the situation to him I stated that this is my verbal notification to cancel my move and I that I had already sent in a written notice. I asked him how I go about getting my refund back. He told me that I would need to speak with a their refund specialist "Pauline" however she was currently busy answering other phone calls to deal with me and she would call me back that night or the next day. I asked for her voicemail and was told her voicemail was full and to just wait. Hesitantly I waited. After not hearing from her I call Alvin back and asked for her number. I called and was sent straight to her voicemail. I left a detailed message and call back number. I have done this every day since and still have not heard from so called Pauline.
On June 30 2010 I called their customer service department. After being on hold for 20 minutes an extremely rude woman answered. I told her my problem and asked if there was someone else I could deal with in order to get my deposit back. She told me there was no one else. I requested to speak to a manager. She refused to transfer me to a manager and asked for a call back number to have someone call me back. By this point I'm extremely irritated and asked her if she could at least confirm that the move had indeed been canceled. Her response was "that's what the refund department is for, that's why you need to speak to them, I can't help you" and she then hung up on me and cut me off. It is now July 3rd and I have yet to hear back from anyone concerning my move or status of my deposit.
Do not do business with this company. They are great until they have you hooked but after that forget it.
