Ripoff Report Verified™ REVIEW:
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 Furniture - corners busted, New tempurpedic damaged when co. assured us they would transport horizontally (not vertically) according to manufacturer's specifications, bowls/urnes shattered, collector Dallas, Texas
Tempur-Pedic mattress(under 1 year old) - We communicated to reps. on the phone and to movers in person how important it was to abide by the manufacturer's specifications and transport the mattress laying down. We were assessed an extra 50.00 for a mattress box to put it in. They assured us that "they do these things all the time, and it was no problem." We were warned by tempurpedic manufacturers that storing and transporting vertically would cause the layers inside the mattress to peel apart. Mattress came off the truck vertically. Layers which have peeled apart are bunching up and can be seen and felt. Mattress is ruined.
2 collector's item framed prints - These were wrapped by company to ensure they would not break. Glass was shattered on both when we unwrapped them.
Corners of furniture - busted and broken off then covered up by movers with a furniture marker.
Lamps - Lamp power chords were taped around base of lamp with packaging tape. When packaging tape was removed, finish on lamp came off with it.
Bowls and urns - Were packed carefully by us in bubble wrap and marked "fragile." They were shattered when they arrived at the new house. (The only way this could have happened was if the boxes were literally thrown and/or dropped.)
Desktop was scratched and instead of calling to our attention, they filled scratch in with furniture marker that did not even match the finish of the wood.