- Report: #1062718
Report - Rebuttal - Arbitrate
Complaint Review: Continental Van Lines USA
Continental Van Lines USA600-610 NE 28 Ct ; Pompano Beach, FL 33064 Pompano Beach, Florida USA
Continental Van Lines USA Left Our Family Stranded - Broken Contract - No Remorse! Pompano Beach Florida
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Hands down – the most dishonest, untrustworthy, careless, and ineffective moving company in the market. Please, do me and do yourself a favor by taking your business elsewhere. Also, please keep in mind this move takes place with two children under the age of two, and a pregnant wife due with our third child being overwhelmingly affected the entire time our ordeal went on. Also, we had to spend thousands of dollars to rearrange our flight schedules, I had to miss 3 straight days of work, and we had to pay our landlord extra for running over our lease as a result of Continental’s egregious incompetence and lack of care. Shameful these people are able to run any kind of business at all; they only cause pain and damage to those who employ their services.
This company couldn’t have been more helpful while we were working through the initial contract. They’d call us back, give us moving tips, and communicate regularly on email. Then, after taking our $950 deposit, things began to change.
We initially signed our contact on 5/30/13, with an estimated moving date of Tuesday, June 25th. We were assured at the beginning that the movers and truck would be there on the 25th and we would receive a call 5-days in advance that everything was ready to go.
On Friday, June 21 we still hadn’t heard a word from the movers, so we decided to reach out ourselves to Dana and John to get confirmation. We emailed, called…and, nothing. No response at all from anyone.
Moving day, June 25th comes around…and no truck or movers are at our home. Worse yet, not a single phone call or email from anyone at Continental Van Lines alerting us that there was a delay. No call, no show. We continue and continue to call the number we were given, and never get an answer.
Wednesday, June 26th comes around and again, no call/no show by Continental. I call dispatch again 11 times in the morning, finally get an answer from a person and am told they will call me back soon. All day passes, and I never received a call back with a status update.
I continued calling other numbers I located on their website, and this time we were able to speak with someone from their company, finally – who happened to be our original salesman named John (in Houston). He claims he has absolutely no idea what is going on with our account and is totally helpless in getting our situation rectified. He promises to look into the matter and return my call later that day. Again, all day passes, and John never returns my phone call.
Thursday, June 27th comes and once again, no movers or truck is at my house. I speak with Kyle for a long time begging for an update, desperate for answers and reasons as to why they are treating us so incredibly poorly. I beg to speak to a manager to get answers, I demand to know how they could have screwed our move up so badly. At this point, I am at my 3rd straight day off work and our home’s lease is officially about to expire. We are approaching a very hard deadline, and no one from Continental seems capable of giving me straight talk or providing answers.
One dispatcher even had the audacity to say to me on June 27th, “Well, uh, someone’s dad died last week, that’s what the problem was.” When I pressed her for details on this death she admitted it wasn’t true. How is that for customer service?!
I then was passed onto Tom in Operations who said he would spend all day Thursday trying to get a truck to be used for our move which was now apparently scheduled for Friday, June 28th. To recap:
Tuesday, June 25: No call, No Show
Wednesday, June 26: No call, No Show
Thursday, June 27: No show, Guarantee that a truck will be ready by Friday June 28
Then on the evening of June 27, I get a phone call from Tom saying he was unable to secure a truck for Friday’s move…all this, and he expects me to feel sorry for HIM. Never once did they acknowledge how much pain, suffering, and inconvenience over the past week of missing deadlines and making false promise that continued to be broken over, and over, and over, and over again.
Here is the best part, though. After speaking with Tom and begging for answers, I ask to speak with his General Manager. Even though I had asked Kyle and Tom numerous times to speak with their manager without ever getting anywhere I figured it was worth one more shot.
This time, it worked. I was able to speak with someone named Craig who told me he was the GM, and he then had the audacity to ask me what was so important that I made him leave his meeting to speak about…
Think about that for one minute. Let that process. His company fails to show up, fails to call, fails to communicate, and fails to live up to their contract over the course of an entire week – completely RUINING my family’s move and causing us thousands of dollars in changing our schedules around to accommodate his company’s failures….and he thinks I am inconveniencing HIM. That’s the type of people we’re dealing with here. After a heated conversation where I demand to know what has happened to our account and why his people have failed us so badly and put my entire family in such a terrible spot, Craig hangs up on me.
Their GM hung up on me instead of speaking to me.
He then immediately calls me back and says that his company is no longer able to help us and will not be working on our account any longer.
HE BROKE OUR CONTRACT, after ALL THE HELL HE PUT US THROUGH…he broke our contract and said good luck.
Now, it’s Thursday evening, and we have no way to get our belongings to our new home in the Midwest. After being strung along for over a month, and all but ignored, trampled on, and forgotten about all week, we have no way of getting our things home. All because the smug, arrogant, and ineffective employees at Continental failed to perform a single part of our move then quit on us without assisting in any way, shape or form. Our lease runs up in two days, and we have not been able to find another moving company who can help us in such a short amount of time. In short, we’re completely and utterly stuck. We will now have to pay thousands more in moving costs, warehousing costs, and expedition costs all because Continental failed us so completely.
Please, please, please – look at other reviews on this website and others…it’s all the same. They screw over their customers on a regular basis and are the most unprofessional outfit in the market. Do not trust a word they say, and do not put your faith in them to move your belongings. They couldn’t do the right thing for a stranded family with two kids and pregnant wife – what makes you think they will do the right thing for you?
This report was posted on Ripoff Report on 06/27/2013 07:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/Continental-Van-Lines-USA/Pompano-Beach-Florida-33064/Continental-Van-Lines-USA-Left-Our-Family-Stranded-Broken-Contract-No-Remorse-Pompan-1062718. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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