NEVER USE THIS COMPANY... EVER!!!
Regina
Submitted this review about
compass van lines
Review made Live: 9/8/2012 11:08:00 AM
I chose this moving company based on their high number of positive reviews on this web site. The quote was reasonable and everything went smoothly with my sales representative. I was set to move from Arkansas to Austin sometime over Labor Day weekend. My sales representative did a final follow up three days prior to my window to ensure everything was ready to go. She said that dispatch would call me the day before my window opened (Friday) to confirm which day my pickup would be.
It was nearly 5pm on Friday and I hadn't heard anything. I had to reach out to the dispatch supervisor, she confirmed that my pickup would be on Monday (Labor Day), and that the driver would be giving me a call on Sunday to tell me what time he will be arriving.
I never received a call on Sunday. I left messages, an email, and a Facebook message with the company to see if anyone would contact me. The confirmation email stated that I needed to call if I hadn't heard from my driver by 530 pm, but no one was there.
I didn't receive a call until 830am on Monday. It was the driver explaining that the truck broke down in Dallas on the way up there. He said he left Austin at 4am that day, which would not have even put him in my area until at least 2 or 3pm. He said he would call around and see if there was another truck that would do it. Every time I called for an update, it sounded like there were other people and children in the background. It sounded like someone who was most likely enjoying their day off with family, rather than someone who was stuck in Dallas with a broken down truck on a day they were supposed to be off of work. I began to believe that there was not a broken down truck, but a glitch in my reservation.
I left frantic voicemails with the company. And just my luck, they were closed for the holiday. This was the last day of my window, my apt already had another tenant set to move in, and I was stuck on a day where everything was closed. I called around to explore other options at the last minute, but decided to rely on Compass because of their superior reviews. BIG MISTAKE.
I waited for a call back first thing Tuesday morning and heard nothing, so I called them. I got a hold of the dispatch supervisor who was not aware that the truck broke down or that my pickup didn't even take place. She said she would call her supervisor and call me back immediately.
I called HER back 45 minutes later and she explains that they will not perform my service since they do not have any trucks in the area. They were not going to send a truck. Ever. After I had planned the move a month in advance and waited until the end of my window. I received a very insincere apology and she showed no empathy for leaving me high and dry for four days. There was no effort whatsoever for a recovery.
I was too upset to continue to deal with them so I had my attorney call them. She said she would not speak to my him after inventing SERIOUSLY false statements which could be construed as slanderous. Unprofessional doesn't even begin to describe it.
After calling around to other companies for last minute options, they did not seem surprised to hear which company jilted me.
I truly feel like they messed up my reservation and looked for excuses to cover it up. DO NOT EVER EVER EVER USE THIS COMPANY!
