• Report: #566672

Complaint Review: Final Destination Van Lines

  • Submitted: Tue, February 09, 2010
  • Updated: Tue, February 23, 2010

  • Reported By: Denise — Allen Texas United States of America
Final Destination Van Lines
2605 Timberhaven Dr Flower Mound, Texas United States of America

Final Destination Van Lines. Inexperienced movers, Rude, Unprofessional and Offensive Employees who break/scratch/tear up all your belongings, Flower Mound, Texas

*Author of original report: Final Destination Vanlines, response to employee remarks

*UPDATE Employee: Companies Response

*Author of original report: Final Destination Van Lines. Inexperienced movers, Rude, Unprofessional and Offensive Employees who break/scratch/tear up all your belongings, Flower Mound, Texas

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Move was scheduled for 9:00am 1/30/2010 beginning in Richardson, TX ending in Allen, TX. My things were in storage, a list of all items given to the moving company. Courteous before the move & answered all my questions, yet never told me about having to crate ANY piece of furniture that has glass in it. Never informed they would not move TVs, microwaves, or stereos.


This is the short list of my complaints:

* THREE (3) hours late

* when they did not call during the 3 hours, found out the company isn't listed with information, no one could find their number

* they moved very slow

* complained the entire time

* wouldn't move my china cabinets because they had glass

* never informed these cabinets needed to be crated to move them

* they were aware of my having them from the inventory list I provided

* complained so much I had a 3rd guy sent to help

* my 2 daughters had to start moving things in order to get these guys moving faster

* the truck wasn't big enough for my things & one trip as promised, I specifically asked for a big enough truck

* they had to come back for the remainder, they had a job to go to & would meet me back at the storage to finish & save me the drive time

* informed me late that I would be paying for drive time because the other job canceled

* I had to rent a U-Haul to get my china & curio cabinets myself

* me & my daughters shouldn't have had to move anything, not when I paid so much for the movers

* after they said they wouldn't move my glass items, they still moved them

* this move should not have cost $460, shouldn't have been over $280 including the extra man

* if it wasn't for me & my daughters, it wouldve taken hours longer to finish

*broke & scratched all furniture, not careful

* inexperienced movers

* end of day total adding U-Haul charges was $528.79

* when I tried to contact them after the move, left a message, received no return call

* had to call back & was told, "we never talk to anyone after we move them" this was from Luna, a phone rep

* the rep was extremely rude when I told her of my complaints & said I needed to read the contract (which doesn't state anything as I've read it several times)

* I asked to speak to the manager & was given a name & number to call. The woman I spoke with was very professional & promised to get back to me within 24 hours & said she would try to get at least $200 refunded to me since my experience was so bad

* I didnt get a call back within 24 hours & had to call them back. Was told I needed to talk to the supervisor, Mike, who was very rude & wouldnt listen to the complaint.

* He refused to refund any of my money even though they scratched or broke every piece of my furniture. & because I was forced to sign a waiver for pressed wood items, they broke every one of those as well.

* the supervisor, Mike, was even more disrespectful than their customer service person, Luna.

* You cannot complain to them, they just argue with you.

* Mike said he had read my complaint & it didnt mean anything.

* He said if I filed a claim for my furniture it would be held up for 3 months & I wouldnt get anything at all.

* He refused to reimburse for the trip charges that he promised I wouldnt have to pay, & he refused to reimburse for his people moving so slow.

* They charge by the hour & try to get you for everything they can.

* Mike yelled & cussed at me, he wouldnt listen, cut me off while I was speaking & talked over me.

* Very offensive & discourteous.

* My main issue is they were THREE hours late, no phone call, Mike dropped off the 3rd guy to help, & claims he knew exactly how many boxes I had (which were already on the truck) & even though my furniture was packed neatly in storage, he claims my things were thrown in haphazardly.


These are the type of impertinent things that he tries to say to condone his behavior & his movers inadequacy. I have never had to deal with a company as unprofessional & offensive as this in my life. I do not think it's fair that they cut their rates to get your business, then give you shoddy work to compensate. This to me is false advertising.

This report was posted on Ripoff Report on 02/09/2010 09:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/Final-Destination-Van-Lines/Flower-Mound-Texas-75028/Final-Destination-Van-Lines-Inexperienced-movers-Rude-Unprofessional-and-Offensive-Emp-566672. 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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Updates & Rebuttals

#1 Author of original report

Final Destination Vanlines, response to employee remarks

AUTHOR: Denise - (United States of America)

The rep never asked for my list of items, I listed them on the quote sheet for them. I did not think it would take them that long to move since I had done it myself with 2 others and it only took 4 hours. I agreed to use their base quote and the hourly rate to get the job done. The rep NEVER explained about the glass items needing to be crated, that is a lie. I told her I would move my glass table top myself, but nothing was said about my china cabinets, microwave, tv, etc.


They knew the number to contact me was my work phone and I was never asked for an alternate number. When I called them, the manager didn't call me back for 30 minutes. Then I was told the movers would be there within 30-40 minutes. They didn't arrive for another hour and 15 minutes. Therefore, they were THREE hours late to start. The first move took them about 10 minutes with 5 minutes to get to my storage units down the street. My storage units were 10x20 with all my boxes and 10x10 with all my furniture. The units were by the door of the storage facility, only about 10-15 feet from the door, not 75-80 feet as they state.


They never offered anything, the movers were constantly complaining and moving very slowly and I told them to call for another guy to help since that would get them moving faster. My items were exactly as I listed on the inventory, I did not have double what I said, this is another lie. All of my items were listed on their quote sheet, they knew every single thing that I needed moved. I did not have over 300 boxes to move, there were only 150-200 boxes.


They had to come back because they didn't bring a big enough truck for what I told them I had. And the second trip was for a few items only, just a few pieces of my furniture that they couldn't fit on the truck, the truck wasn't even part-way full, not to mention that the walking distance was only 10-15 feet from the door of the storage.


As far as the packing materials, they only covered 3 pieces of my couch, they didn't cover the remaining 2 pieces. They did NOT cover any of my matresses, nor did they make sure that they were careful with any boxes or furniture. Regardless if the only waiver I signed was for pressed wood, they damaged real wood, furniture that wasn't covered, etc. So the ONLY release was for pressed wood, not for any other materials that they never tell you in the beginning that they will not move or that they will not be careful with if they do move it.


So once again, they do not have any waivers for furniture other than pressed wood. My real wood furniture was damaged, every single item I own, and many other things as well. When I spoke with the woman in the office, SHE was the one who said she would get them to refund $200 of the move price as I had so many problems with them. She said that since they complained the whole time, moved very slow (because they were charging me by the hour), because they damaged items, and they were THREE hours late that she would try to get them to refund that amount because she knew that I was not happy with their service.


They never told me all that they are claiming on this response. They were rude in dealing with me (all except for the woman in the office who was nice), and the office manager was the rudest of all. He cussed, yelled and complained about everything and apparently he's the one making up these untruths to make them look like they were not in the wrong.


All I asked for was a reputable moving company with reliable movers to move my things that were already packed in storage. Should have been really simple. But if my two daughters hadn't been with me, the move would have never happened. The movers even commented on the fact that if my daughters and I hadn't been helping them, it would have taken them many more hours to move it. I believe that I should at least be compensated for having to move most of my items myself.


Also that I was forced to rent a U-Haul after they refused to move things that were on my inventory list and they never told me that they couldn't move them. They know as well as everyone that not all people are going to crate their furniture in big crates to move it down the street to a storage. Nor are people going to crate a microwave or tv. These things are just moved.


I understand that they didn't want to be responsible for breaking anything, I just believe that they need to inform people CORRECTLY and SUCCINCTLY that if they have specific items like china cabinets, then they need to crate them or they will not be moved. That should have been what they said in the beginning instead of telling me AFTER they started moving my boxes into their truck.


Secondly, they need to get bigger moving trucks as the one they use is too small to fit the 5-bedroom house they claim it will. My things fit into a 3-bedroom house so there's no way that their computation works. Thirdly, they have never apologized to me for their rudeness, complaining, and the cussing and yelling from the office manager. If a customer calls in for a complaint, the employees are not supposed to cuss them out and get rude with them, they need to be more customer oriented and learn people skills.


Please feel free to contact me for additional information or pictures showing my damaged items. All I am asking for is some resolution. They operate as a scam company by not stating up front all of their additional charges and items they refuse to move. Additionally, there is NO listing of their additional charges anywhere on their website, on the linked websites for the Department of Transportation, on their quote, or anywhere else EXCEPT on the forms they make you sign very quickly so that they can start moving your things.


And, by the way, they start the clock BEFORE you go over the paperwork so they can charge you additional monies while you try to peruse the many forms and contracts just so that they start working already...pretty sad when you think about it. Just goes to show that they are going to continue to scam others and it's my duty as a consumer to see that they don't get away with this again. It's not fair to other people that they will be scammed as I was and not be able to get resolution or reimbursement.


Any type of compensation would have been fine with me, but they refused to even speak with me without the rudeness and cussing/yelling. They should not be able to operate a business in this manner. I have many witnesses to my statements, in person and on the telephone, when they were moving that day. Any one of them would be more than happy to file a written, notorized statement of fact regarding this situation. Please let me know what will be done to resolve this issue besides allowing them to make misleading statements and not taking responsibility for what they've done.

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#2 UPDATE Employee

Companies Response

AUTHOR: Claims Department - (United States of America)

We have received a complaint against our company and we would like to address these issues.

Denise had contacted our company for moving service on 1/11/2010 our customer representative provided here information about the way that we work. Our representative has requested an inventory list from Denise so she can provide here with the best and more accurate quote for here moving needs.

After a list was provided to our representative she had explained Denise that here move may take about 5.5 hours or more due to her having almost a full truck with a crew of 4 men. Denise had said that she doesnt think it will take that long to move every thing and that she is looking to save some money so she asked if we are able to provide here with a better price for fewer men. Our representative told here that she can provide here with a quote based on 2 men with a rate of $60.00 per hour but she needs to know that the quote is based on an hourly rate with a minimum of 2.5 hours of labor and that based on here list she thinks that its best to take an extra guys for a difference of $30.00 per hour. Denise insisted that we provide here with a crew of only 2 men and that she will pay for the hours that they spend moving here belongings.

Our representative went on and explaining what is included into the price and what is not included. The most important thing is that the customer service rep went over the additional charges that may accrue from packing of any fragile items. Our rep had explained to Denise that if she would need any extra packing on here moving day for items that are fragile such as glass top tables, pictures mirrors etc that it will be additionally charged according to here usage Denise had told here that she will have every thing ready to go that every thing is in a storage unit just waiting to be picked up and that they only thing we would need to do is load and maybe wrap some items with blankets and pads (which are provided free of charge to her).

On the moving day 1/30/210 we were trying to get a hold of Denise to confirm here time with her and we were not able to reach her on the phone number we had on file, she called the office and left a message and on her message she left a new phone number which was her cell number, a manager called here right away explaining to here that we had no way to contact here to confirm and that the number we had on file was an office number she apologized at that time saying that she provided only her office number and didnt provide here cell number for communication.

The moves arrived to meet Denise at here first location and loaded with no issues it took aprox 25 minutes to load at the first location and another 15 minutes to drive to the second location that was listed on here contract as the storage location. When we arrived Denise had showed the guys the 2 storage units thats were 10x30 each, the units were full of items and were about 75-80 feet walking distance from the truck (they were claimant controlled units) at that time the movers told her that there was no way that this move will take only the 2.5 hours that she wanted and that this is a much bigger job and that there are double the items that she had listed in here inventory. They estimated it to take a total of 10-12 hours for only them two to get everything done. The movers at that time called the office to explain the situation and an office manager had offered to send an extra guy to help the process go much faster and that she will be able to save time and money. Denise agreed for the extra worker with the new rate of $70.00 an hour basically only $10.00 more to get the job done much faster. Our office manager had left the office and went to pick up our employee and drove him by him self to the storage facility that took about 2 hour. Mean while that guys were still pulling items from storage and working. When our manager was on site he looking into the units and he found that Denise had 2 units filled with items that were never told to our representative she had over 300 boxes only in 1 unit and the other unit contained a lot of furniture as well. He at that time also advised here that it was a good diction to bring an extra employee. By the time the employee started working so fare Denise was charge for 3 hours with 2 men $60.00 per hour a total of $180.00. Our crew members had to go back and forth twice to complete the entire move there total hours of working was 7 hours which is an honest and reasonable time for 2 trucks completely full with 80 feet of walking distance every time.  Through out the move our movers had told Denise that there are items that we cannot be responsible for and that we cannot load them to our truck if they are not packed for example here china cabinet. Our company cares about the well being of our employees and customers belonging due to liability issues we dont load on the truck glass items that are not packed. She got very upset saying that she wasnt told about the packing materials charges and that she doesnt want to pay extra for it being packed we explained to here that we are not able to load it to the truck and the head crew member had also showed here the contract that she had signed that clearly stated that packing was not included and if we need to use our supplies an extra charge would be applied to here contract. Denise was still not satisfied with the extra charge and she proffered to move here fragile items here self, she rented a truck and moved them herself. Denise also had a lot of fabric items that required additional packing such as mattress, boxes springs, sofas etc she decided to sign off on a company release form that we are not responsible for any outcome of damages due to us not packing those items properly but we still provide the basic coverage of blankets and pads. Denise also complained about items that were broken on here complaint and we wanted to notify the BBB that we had explained and had here sign a waver for certain items such as press wood, we explained to her that we cannot be responsible and guarantee a safe transport for those kind of items (like 90% of moving companies do) because those type of items are were very hard to handle and are not steady and that they may brake, she understood and agreed to sign the waver.

We apologize that Denise was unsatisfied with our service we have tried to explain, provide and accommodate here needs at all times.

Denise spoke with our office manger and requested a refund because here move cost more but do to our explanation on here reservation day and the information that was provided to here on the order for service that she signed we did not find a reason to provide here with a refund, especially when the office manager was on site to drop of the 3 crew member and saw the contents of her move.

We are apologizing once again but we tried to do the best we can for here behalf.

Thank you.

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#3 Author of original report

Final Destination Van Lines. Inexperienced movers, Rude, Unprofessional and Offensive Employees who break/scratch/tear up all your belongings, Flower Mound, Texas

AUTHOR: Denise - (United States of America)

Even though all of my furniture was either scratched or broken, the only settlement I was seeking was to be reimbursed for the trip charge and part of the time it took them to move because they were going very slow.

It should have taken 4 hours with 3 guys which would have cost me $280. They charged me $460 and it took them 7 hours. I was left witht he impression from the manager that she would be getting me a $200 reimbursement. They should at least reimburse me $180 for the difference.

Because of them being 3 hours late with no phone call, I wasn't home to receive delivery of my appliances and utilities. The inconvenience of that alone should qualify me for a settlement offer form this company.

They made no apologies for being late, being slow, and not being professional/ready to move. All I got were rude attitudes and harassment. Otherwise I want a settlement for all my broken/scratched furniture whioch would total approximately $555, which is $0.60 per pound per article as their contract states for reimbursement.

I'm sure that they understand that they would be out more money if I filed a claim for all of my furniture, which was why I contacted them in the first place to see if they would settle amicably so that we didn't ahve to go through all of this.

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