Please do not use this company! They break promises, and do not deliver the services that you contract for.
I contracted with Colonial to perform a move for me in July 2011. I scheduled for a Thursday-Friday move window of the week before I was scheduled to actually drive down. My grandfather passed away suddenly, and I contacted them to arrange a date change.
Marsha Smith was courteous, helpful, kind and understanding through it all. She is the ONLY person who would take my calls, much less return them or emails. She gave me phone extensions, and even contacted the customer service people (Specifically, Kyle) on my behalf, when they seemed to be non-existent.
Due to my condo rules, I was prohibited from moving on Saturday-Sunday, so my window was changed to Monday-Tuesday, as consecutive days were required. I was called Friday afternoon by the driver to see if he could come pick up that night. When I said no, he asked about Saturday.
On Saturday afternoon at 3:30 pm (I was in line for a movie at 4:00), I got a call from a driver - a different guy, apologizing that he would be one day late, and would be there Tuesday instead of Monday, between 8 and 10. I had a number to call the driver, and a name of the driver, thankfully, but that he would call Monday to confirm.
I called the driver Monday evening, since I had not gotten a confirmation call, and I was not scheduled for pick up at all. The carrier at this point was Brown Van Lines. I called customer service (both Marsha and Kyle), and was told that they would fix it. I asked Kyle to please speak to his supervisor, and after back and forth for THREE HOURS, finally talked to her - Cicely.
Cicely ASSURED ME that I was on the books for 8-10 on Tuesday morning. I also got her direct number, as well as the drivers name and number.
At 10:45 on Tuesday after no moving company arrivals, I called the driver to ask where he was, and was told that I was not scheduled for pick up until Wednesday - the day after I had left. I called Colonial Van Lines to find out what was wrong - Marsha again being the only person who answered or returned calls consistently. I was told that according to THEIR records, I was scheduled for pick up Tuesday morning, and they did not know where my driver was. I told them via a voice mail to Kyle and Cicely that I wanted a resolution by noon.
Noon came and passed, and nothing happened, so again I was calling, leaving messages, and calling again. None of the promised returned calls from anyone. At this point, I began calling around to other local companies.
I called Marsha to say that this was absolutely inexcusable that they had me on the books, but no drivers seemed to know anything about picking up my belongings, and that I wanted a full refund and cancellation. She said Id have to talk to the cancellation department about that.
I did attempt to do so, and again I had to leave a message. The only response I got was from James Long, who did not bother leave a call-back number.
The next option I had was to dispute with the credit card company. I received notice that since I changed the pick-up date within 5 days of the moving date, that they are sorry, but this whole situation was due to circumstances beyond their control. Again, this was done because, due to circumstances beyond MY control, my grandfather died.
I was called at 2:25 today (9/28) by Cheryl, after being offered a full refund last week (by Cheryl, on Thursday, 9/22). I was informed that they have decided to NOT refund my money after all, and instead offered a full credit to use their company in the future. Really? You screwed me over already and you think I'd actually use your services again? Seriously? Yes, I used many four-letter words, and called them out on said Bullshit. But frankly, I'm sick and tired of it. And it is just that - bullshit. I asked her to stop calling me unless they are willing to offer a full refund. That is the ONLY settlement that is acceptable.
Because the discussions beginning on Saturday afternoon (7/16) on the pick-up for Tuesday and subsequent calls on 7/18, 19, and 20, about how to resolve the issue were via phone, I only have the detailed notes describing who, what, when, where, and why of it all.
I also filed a complaint with the BBB, and again have been dismissed. I have their response emails to my two rejections of their answers to my complaint, and both responses cite different reasons as to why they can't be held accountable for their actions. This is absolutely unacceptable. They even claimed that they repeatedly tried to contact me, but they can not produce any evidence to support their claims. I have saved all of the emails and phone messages that they sent TO me, and with a few exceptions, they are prior to July 16, and are regarding deposits and contracts. They attempted exactly once to contact me once I attempted to resolve the problem with the company directly (prior to attempting to settle via the bank and BBB), and James Long did not even leave a call back number!
I was called at 2:25 9/28/11 by Cheryl, after being offered a full refund last week (by Cheryl, on Thursday, 9/22). I was informed that they have decided to NOT refund my money after all, and instead offered a full credit to use their company in the future. Really? They failed to deliver on promised services and think I'd actually use your services again? Seriously? Yes, I used many four-letter words, and called them out on what amounts to a steaming pile of bullsh*t. But frankly, I'm sick and tired of it. I asked her to stop calling me unless they are willing to offer a full refund. That is the ONLY settlement that is acceptable, and I am tired of being given the run-around. I can only hope that this, and the many other reviews and summaries of my experience will save someone else the headache I have gone through with them.