Just read Jeff's Jan 26, 2012 complaint about Summit Van Lines.
Like Jeff, I also did not receive an inventory until I asked for it. I never received the government booklet either. I was told that I would be charged a not to exceed fee and that if the weight was less than estimated for the not to exceed fee, that the price would be reduced accordingly. (The movers were supposed to weigh the van before coming to pack it up. They had not done so. I sent them to weigh the truck - they were not pleased.) Only when everything was packed did they present paperwork that required me to choose between the not to exceed fee or a fee based on weight. When i called the manager, Guy, to hold them to what I was told, he said those were the only two choices and that I had to decide right away. I said I would go to the weigh station and decide there. He said no way, that I had to decide BEFORE they would weigh the items. So - I was stuck with Summit's unilateral change of the terms I had understood. I was not happy that the crew chief kept talking to Summit's office in Russian and I had to keep telling him to speak English in front of me......
I also told Sammy, who had come to my place to give me the estimate, and the others and I indicated on the paperwork, that even though they could not guarantee a date for delivery, that I could only contract with them if they could deliver the items when my condo allows delivery M-F 9 - 6 and Sat till 3pm. Said no problem. When I recently called to see when the items might be delivered, they said it might be Sunday? I told them again that the condo does not allow deliveries on Sunday - I talked to Guy and he said they will deliver whenever they want to deliver, whether it is Sunday or 4 am. Wow - great customer service. I called Sammy, who says he understands and says he has called Summit to try to make sure they will deliver when the condo allows deliveries.
The National Motor Carrier Association needs to require moving companies to: 1) present all paperwork to be signed prior to a customer contracting with the company - similar to a Hud 1 that is required detailing all settlement charges when one buys or sells a property - so no surprises; 2) present paperwork clearly stating customer's allowable delivery times and required company notice prior to a customer contracting with the company; 3) the company should be required to get a signature from customer that they have received the government booklet AND Inventory and Bill of Lading etc., and; 4) prohibit moving companies from requiring customers to pay the balance of charges prior to unload the items. Customers need to be able to hold back 20% of the contracted amount until the job is completed. There are just too many scams going on in the moving industry.
I will report back on when Summit delivers my items and any hassles/problems I have. I will also report back if they deliver at a time my condo accepts delivery and do a good job. I hope my experience is not going to end up like Jeff's......but I am concerned.....
Summit - if you are reading this - please realize that regardless of items not readily disclosed in contracts during stressful times of moving, that people are NOT going to use your services unless you make reasonable arrangements to deliver items when storage unit facilities and condominiums allow moves.
Please do the right thing - its the American way.