- Report: #1015510
Report - Rebuttal - Arbitrate
Complaint Review: Green Van Lines | Ripoff Report Verified Safe™ …businesses you can trust. Moving coast to coast. Green Van Lines fully licensed insured professional moving, storage company. Licensed with both Texas, U.S. Department of Transportation. Dedicated to 100% customer satisfaction. Green Van Lines’ goal is providing moving services of the highest level of professionalism, the most affordable price, the best customer services.
Green Van Lines4015 BELTLINE RD, Addison, Texas United States of America
Green Van Lines REVIEW: Green Van Lines clients feel safe, confident, & secure when doing business with Green Van Lines. Green Van Lines dedicated to complete customer satisfaction and aim to improve services with each and every move performed. 100% Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction & confidence when doing business with Green Van Lines
*UPDATE: Green Van Lines recognized by Ripoff Report Verified™ as a safe business service.
EDitor’s UPDATE: Positive rating and recognition has been given to Green Van Lines for their commitment to excellence in customer service.
Ripoff Report’s ongoing discussions with Green Van Lines have uncovered a very strong commitment by the company to complete customer satisfaction. Their customers can expect that Green Van Lines will strive to reach a mutual agreement that will be satisfactory for the client. Green Van Lines is very attentive to customer needs and aims to improve their services with every move that they perform.
Green Van Lines is unique in the moving industry for many reasons including that they were the first Eco-Friendly moving company in the USA. They have a unique pricing system that provides a flat price based on the inventory list provided which enables their clients to be in full control of the total cost. [continued below]....
Green Van Lines stands out amongst other moving companies for many reasons and is a prime example of what a superb business that values its customers most should look like. Their constant striving to perfect the art of moving and performing the relocation in a professional manner while at the same time keeping their customers at ease is a very pleasant sight to behold. One of the other things Ripoff Report learned in the course of its review: typical customer feedback reads: “Green Van Lines are superb in all aspects starting from communication and to the overall moving experience.” We are very pleased with the responsiveness that they have shown and continue to show on a daily basis. They are serious about their goals to keep every client satisfied and to perform the absolutely best job possible.
The information provided in this report below is based on comments made by General Manager Greg Koren and Operations Manager Isaac Levy during an onsite inspection held by a third party verification company with no biases toward Green Van Lines.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Green Van Lines typically acquires leads through word of mouth, referrals, and internet marketing such as Paperclick, Google, Yahoo!, and Bing. They also utilize real estate agents and billboards as a method of marketing and none of their marketing tactics involve paper. The company has developed software through Facebook that allows real estate agents to refer clients. Each of these methods produces about the same amount of leads.
GREEN VAN LINES / Quality Price Quoting Process.
When a customer contacts their company, they are given a quote for the requested services. Quotes are provided in one of the following ways: phone, mobile application, or personal home visit. Their company tries to avoid giving quotes over the phone or through the mobile application because their preferred method is an in-home visit. Even though the mobile application was developed by Green Van Lines, they believe that a more accurate quote can be provided during a face to face in-home visit.
With the mobile app, the customer is able to add or remove specific pieces of furniture that will increase or decrease the overall cost of their move. However, during an in-home visit, the customer is provided with a “not to exceed” price quote. Regardless of the volume or size, the overall cost of the move will not increase, but may actually decrease in price. In-home inspections account for 80% of their overall quotes.
If a customer chooses to receive a quote over the phone, they are given a binding quote rather than the “not to exceed” quote. In order to close the sale, senior estimators are assigned to each customer and will work with them throughout the process. The customer is not required to provide a deposit, but an electronic signature is required in order to confirm the reservation.
GREEN VAN LINES / Complaint Resolution
Initially, when dealing with a complaint, the customer is contacted in order to document all of the information. Then, a dispatch operations manager is assigned to the case and decides how best to resolve the complaint. If the complaint involves a claim of damage, a repairman is sent to the home to repair the item. If the complaint cannot be resolved, the next step is for the customer to file a complaint with the claims department. The claim will then be resolved based upon the type of insurance that the customer purchased. The company software program that was developed to guide the customer through the moving process has links to the Better Business Bureau and various other websites related to this industry.
During the onsite interview General Manager, Greg Koren was asked to describe a specific situation in which a customer was not satisfied with the level of service the received: “One customer received a phone quote and was given a cost estimate. Once the movers arrived on the day of the move, they realized that the customer had more items than originally documented on the inventory list with the phone quote. The customer was advised of the increase in price due to the increase in inventory and agreed to the extra cost. Later, the customer complained because of the additional cost. The customer was given a discount on the additional service cost and was happy with the outcome.”
Flexible Refund Policy and Customer Satisfaction.
In order to maintain customer satisfaction, Green Van Lines has established a flexible refund policy. If a customer has fewer items than they originally estimated on the inventory list, then they will pay less for the overall cost of the move. In addition, if the customer does not use certain services, such as full service packing, then those costs will be removed. Their company strives to make the customer 100% happy. If there are any damage claims, they aim to go above and beyond to try and remedy these issues. They will provide a repairman to make an onsite visit to a home to repair an item at no cost. If the item is unrepairable, the claims department gets involved. If there is a problem, their company wants to take care of it because they guarantee 100% satisfaction.
"In order to keep complaints to a minimum, a senior estimator is assigned to each case to make sure the customer is 100% satisfied. In-person home quotes are preferred and recommended in order to provide the client with a more accurate cost analysis. The employees provide a written estimate and a new inventory list when they arrive onsite the day of the move. If anything is different from the initial quote, the company offers the 'not to exceed' pricing guarantee and also offers an arbitration program to resolve issues. The company offers settlements, or the customer will file a claim with the claims department.”
~Operations Manager Isaac Levy
Green Van Lines is not affiliated with any other companies. However, they do use “authorized agents” from time to time to perform delivery services only, not the packing services. They only use these “authorized agents” when their own trucks or employees are not available and the customer has an immediate need for delivery. Their company does not tell the customers that they are dealing with an “authorized agent,” but these agents are 100% supervised by company employees.
In order to make things right with their customers, Green Van Lines has focused on building their customer service department. Their estimators do the pricing quotes and also provide customer service. Their training program is also constantly being reviewed and improved. Finally, their company strives to have no confusion with their pricing. They want to give their customers the worst case scenario and then give them a cheaper rate when possible.
What Sets Green Van Lines apart from the rest / Eco-Frienly Services
To set themselves apart from other companies in their market, Green Van Lines has incorporated eco-friendly practices into their business. For example, their company cars are hybrids, the company trucks use biodiesel fuel, their cardboard boxes are biodegradable, the company uniforms are made from organic fibers, and the company supports and are involved with several eco-friendly organizations. In addition, the movers that they hire are actual employees of the company, they are not temporary workers. Their employees are required to complete a three week training program. Through this program, movers learn to pack, wrap, protect items, and stock items on the truck.
Another way in which they set themselves apart from competitors is by utilizing their “not to exceed” price method. They maintain that they are the first company to come up with this pricing method and are the only company to put it in process. Lastly, Green Van Lines believes that the type of information they provide to the customer is different from others. They provide a mobile application and a CD with information on how to plan a move, and it includes everything the customer needs to know to plan a successful move. They maintain that they are not the cheapest or most expensive company, but the customer gets what they paid for. The company also has their own storage facility with individual units and drive up access that is also climate controlled.
GREEN VAN LINES / Statements from management.
"Green Van Lines is a pleasure to work for and I love to see the smiles of appreciation from all of our clients.”
Green Van Lines movers are full time employees and are performing their job on a daily basis. They are true professionals and know how to properly handle all aspects of the entire relocation process. Although this is not surprising as each individual mover goes through a 3 month training program prior to ever going out on their first job.
Green Van Lines also takes employee satisfaction very seriously and is always trying to make the working environment friendly and positive. As stated by one of the movers “The management is there for us to ensure we are at our best at every job that we go out to.” Ripoff Report was pleased to learn that Green Van Lines business approach is focused on total and complete commitment towards customer and employee satisfaction.
STATED IMPROVEMENTS FROM GREEN VAN LINES.
"We are always looking for ways to improve our services and are open for any suggestions that we receive. We have developed a tracking system for any lost or missing items to retrieve them as quickly as possible for our customers. We work with a unique pricing system in order to avoid price increases on the day of the move. Out of the thousands of moves that we perform each year, for over 95% of them the price remains the same or decreases. We extended our training program for our movers to ensure the safety of our customers belongings.
The main internal process that their company is currently working on is to lessen the amount of items that are damaged or broken while being moved. This is always an issue in their industry but their company wants to minimize any damages. Their movers are trained on how to property pack and move items. Also, they assign one employee to stock the truck while the others bring them the items.
They value their company’s reputation and want to be around for many years. They strive to get complaints resolved in 14 days, rather than the 63 days it currently takes. They are working to develop software that can submit claims electronically in order to speed up this process.
Green Van Lines is pleased to be a part of Ripoff Report’s Corporate Advocacy Business Remediation and Customer Satisfaction Program. They feel it is very important to show customers that they are dedicated to customer service and to show they are a good and reliable company. Their reputation is very important to them and they do not like to see any negative feedback. They believe that this process is important to their customers.
Green Van Lines recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Green Van Lines has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Mr. Qazi, Ripoff Report is convinced that Green Van Lines is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customers.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Green Van Lines According to another report on this site, StateWide Relocation - now known as Swift Moving - is actively involved in Green Van Line activities They like as easily as they breathe and use intimidation like an art form. Beware! They have no respect for law. Addison, Texas
This is a cautionary tale about Green Van Lines.
For those who would prefer not to read the long version of our experience with Green Van Lines, here is the bullet list summation:
- Green Van Lines misrepresented the use of recycled packing materials. They did not use them.
- Green Van Lines misrepresented that they owned the all of the trucks and that it would be just their company handling our belongings from start to finish. They specifically warned us not to use a moving company that brokered trucks to move belongings. They said most of them were frauds... then they brokered our move without notifying us - which is illegal as I understand it.
- Green Van Lines assured us their bid of $15,200.00 was on the high side and there would be no upcharge surprises, and then they up charged us 58% - total of $24,000.00 $8800.00 more than their original bid when they arrived on moving day.
- Green Van Lines did not disclose company upcharge policies in a forthright manner or give us the pamphlet of our rights and responsibilities as required by law.
- Packers left garbage at the moving site despite the promise they would leave the premises with all of their packing debris.
- Packers didnt properly pack fragile items. Irreplaceable ceramics, pottery, blown glass art, and pictures packed without any wrapping or care to prevent breakage. One silk wall hanging left on rod and packed with garden tools. Multiple broken items from what we haveunpacked so far.
- Lead packer, Paul, took my husband aside after I called Green Van Lines to dispute the 58% upcharge and told him to tell me to back off of confronting Green Van Lines or else we would be charged more.
- Delivery was made by a different company altogether and did not use bio-diesel fuel as advertised (see misrepresentation above).
- Delivery driver expected us to set up tow truck for unloading tractor that we were up charged for by Green Van Lines at the start of the journey.
- Green Van Lines refused to honor federal law that required them to unload our belongings at 10% above your original bid and pay balance when everything was completed.
- Green Van Lines required us to pay them a full $12,000.00 (half the total bill) in cash before unloading anything from the truck. When we entered the truck to make sure our belongings were there, we discovered our possessions took up only slightly more than half the truck when we'd been upcharged for using 80%+ of the truck.
The full story
When we first contacted Green Van Lines primarily because of the advertisement on their website that they use recycled materials for packing and used bio-diesel fuel - for our cross country move from central Florida to the Greater Seattle area, we spoke with Arthur Fromin. He cautioned us from getting set up with a moving company that brokered trucks to do the move. He also told us to beware of fraudulent companies that bid low and then up-charged extravagantly on the moving day. He assured us that his company owned all of the trucks they used to move clients. He also promised to bring his bid in high so that we could be assured there would be no surprise charges on moving day.
Arthur said his company did telephone estimates. My husband toured the house reporting what was in each room while Arthurrecorded the information for his bid. On several occasions, I overheard Arthur writing down something different than my husband reported. For example, my husband told him we had a small tractor with attachments. Arthur wrote that down as a riding lawn mower. On no occasion did Arthur askwhat the square footage of a room was or what we used it for. Nor did he at any time offer us the option ofa visual estimate... or have us sign a waiver for the visual estimate which I've learned since he is required to by federal law. His estimate for packing and moving all of our materials came in at $15,200.00 substantially higher than the other bids we got, but he promised it was on the high side and would probably come down on moving day
he just didnt want us to have any pricing surprises. We decided to go with Green Van Lines because Arthur seemed to be a forthright and honest person of integrity, and it was important to us to use a "green" company that. We made sure he understood that once we closed the sale on Florida property we would need to be packed and have our possessions moved within 36 hours.
Moving day came. A crew of six packers drove up from Miami, arriving just before noon in a HUGE truck that couldnt make it through our gate onto the driveway. Thehead packer, Paul, went through our home, claiming in loud dismay that we had far more to pack and load than the original bid estimated. He said they would have to hire a flatbed tow truck to lift the tractor into the truck (a $500 dollar up charge on either end even though the tow truck was only charging $60 - $80) Upcharge after upcharge. They said our load would take 3200 3400 cubic feet when the original estimate was 2000 cubic feet. Before they would start packing anything, we had to sign a contract that agreed to pay up to $24,000.00 for the move - $8800.00 or a 58% increase above the original estimate. When we asked them how they were going to get us all packed and loaded in the time frame we needed it done (especially now that they hadnt arrived until noon and spent a good 1 to 1.5 hours re-negotiating the price and had to walk our belongings out to the road where their truck was), they said no problem they could still pack and load in the same time frame. Only the price would go up. The packers also promised they would clean up all of their packing debris before leaving our property. We felt "cornered" into the deal - like a dentist upcharging his work with a drill in our metaphorical mouths. They said they would walk away or only take the amount they deemed worthy of the original estimate if we chose, but we were contractually obligated to have all of our belongings off of the property for the new owner. We felt we had no choice but to take their "deal".
The first thing we noticed was that they werent using recycled packing materials. They had six people packing our home who went through in a whirlwind of activity. It was difficult to monitor, let alone assess the standard of their packing technique at that point we just had to trust and hope for the best.
In the midst of this, I contacted Arthur to discuss the $8800.00 upcharge. I sent him an email, explaining that while I understood how an estimate can easily vary 10% in one direction or another, 58% seemed exorbitantly high to me. I wrote that I wanted them to share the burden of the increase with us since they were ultimately responsible for the bidding system they used, and it was obviously flawed to be so far from the mark. Arthur called me right away and told me all responsibility for accurately describing belongings was on us that we should have modified the inventory sheet he sent us to make it more accurate. I told him we had tried to read through the inventory sheet he sent, but the language was idiosyncratic to their system, and we could only trust that he had made a high estimate to adjust. I made it clear to him that our only leverage would be to write reviews and make appropriate complaints based on our experience at the completion of our transaction and that I was hoping Green Van Lines would step up and share the cost of the pricing mistake with us. He said he would see what he could do. I thanked him, and the conversation ended.
Later that afternoon, the head packer pulled my husband aside and told him to tell me to stop confronting Arthur or else Arthur was going to make him unpack and put everything in separate boxes so that the load would take up as much space as possible, thereby justifying the $8800.00 upcharge. From that point on, both Paul (the head packer) and Arthur took every opportunity to tell Alan that the way they were saving us money was to not charge more than $24,000.00 which, they said, by their company policy they could. By the way, the companys upcharge policy was never disclosed to us before signing agreements.
Despite Pauls promise to take all their packing debris and waste with them, they left all of their garbage on site with paper cups strewn across the yard. When Arthur called my husband later that evening to see how the packing and loading went, my husband told him about the garbage. Arthur became aggressive in demanding that either my husband say he was satisfied with the packers or agree to go back and meet the packers so they could clean up the garbage left. My husband was not only busy with other details of our move, he had also cleaned up the debris already. He felt put in a very awkward position by Arthur and, ultimately, just said he was satisfied to be able to get off of thephone with Arthur. My husband did ask Arthur if since we were paying for almost the entire truck ($26,000 was the original price Arthur quoted us to rent the entire truck and get delivery made directly from the pick-up to our new home), could they deliver directly and help us save money on the other end by not waiting an extra 5 days for the truck to make other stops. Arthur said no.
Needless to say, our experience with Green Van Lines to this point left us wondering if we were dealing with a legitimate moving company so we started reading more reviews. As we read about more and more negative experiences with Green Van Lines, we decided wed better make sure our belongings were unloaded successfully before giving them another $12,000.00 in cash. (Did I mention they only take cash?) My husband emailed Arthur, explaining our concerns based on the 58% up charge and other issues wed had during the packing and loading phase, and asked for confirmation that our belongings would be unloaded before we made final payment. Arthur said no. Arthur said Green Van Lines had to protect itself from dishonest clients who wouldnt make full payment, and that we would be required to pay $12,000.00 in cash to have our belongings delivered. We would just have to trust Green Van Lines to do right by us.
My husband searched the internet and found an article that cited a law that required moving lines to release a clients belongings for 10% above the original estimate. My husband sent Arthur the link and offered to pay $5,000.00 when the truck arrived (bringing the total to $17,000.00 which was just over 10% above the original estimate) and the remaining $7000.00 upon completion. Arthur said no. As the only concession Arthur would make to our concerns, we did get permission to board the truck and make sure all of our belongings were present. Interestingly, while checking the truck to ensure our possessions were there, my husband noted that our belongings took up 2400 cubic feet, only 400 more than the original bid rather than 1200 to 1400 more as Green Van Lines claimed.
Concurrent to this, we received a call from the delivery guys two Eastern European fellows who worked for Swift Moving Lines. Yet another fraudulent claim by Arthur Fromin that their company owned all of the trucks that made deliveries. The driver said that he expected us to contact a flatbed tow truck and have it at the house for them (Even though wed been charged $500 already by Green VanLines to do it) I contacted Arthur and asked him to show me the language in the contract that required us to obtain the flatbed tow truck. Arthur replied with an apology and said he would take care of it. Unfortunately, given our previous experiences, the fact that I even had to contact him about it did not sit wellwith me. I believed and still believe it would have been left for us to do if I hadnt been assertive as there is no real Green Van Lines standard of monitoring the move only a brokerage company that contracts out all of the pieces of the move, collects the money, and leaves the rest to chance. Again, much different than how they advertise.
The delivery drivers arrived in a truck labeled Swift Moving Lines. I asked, and they said it was not a Green Van Lines truck, they were not Green Van Lines employees, and the truck did not use bio-diesel fuel as promised (Another fraudulent claim on the part of Green Van Lines)
As we unpacked our belongings, it became clear how the packers made such good time very few items were wrapped to protect against breakage. Ceramics, blown glass pieces, wall art much of it put into boxes without any padding. Several of my one-of-a-kind art pieces destroyed (but we didnt purchase the very expensive insurance... if only wed known we were being packed by packers that didnt care how the items arrived possibly because they wouldnt be there to answer for it.) I found one silk wall hanging packed on its rod with garden tools.
They didnt take the time to remove and fold it into a box. To be fair, some items were well packed. It seemed to depend totally on the individual packer there was no company standard.
After we had our belongings back in our possession, I emailed Arthur to remind him that I had taken copious notes and would be writing a review and making complaints to the appropriate agencies. He left messages on our voicemail that he was surprised and baffled by our experience that no one had ever had a bad word to say him before us. I referred him to two review websites, yelp.com and reviewamover.com, to debunk that notion for him. He asked what was required to make us satisfied customers, and I told him a $6000.00 refund would do it. He said he would forward all of my information to his CEO and asked for 48 hours to make the situation right. I gave him 24 hours. I did receive an offer from the CEO, Guy Cohen, for $700.00 (then upped it to $1000.00 when we rejected the $700.00) if we would not submit our review for others to read we decided if they were serious about their reputation as an honest and reputable company, they would have made a serious offer to right the situation so refused it. Now I am making it my part time job to make sure no else gets taken advantage of by Green Van Lines the way we were.
Thank you for taking the time to read this. Please share it if you know anyone who is looking for a moving company.
This report was posted on Ripoff Report on 02/16/2013 05:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/green-van-lines-moving-services-storage-moving-supplies-eco-friendly-addison-texas-1015510. 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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