• Report: #871385
Complaint Review:

Colonial Van Lines

  • Submitted: Fri, April 20, 2012
  • Updated: Fri, May 04, 2012

  • Reported By: Taylor — Alexander Arkansas U.S.A.
Colonial Van Lines
859 Willard Street #400 Braintree, Massachusetts United States of America

Colonial Van Lines Colonial Movers Broke and lost items. Not on time for pick up or delivery. Refuse to compensate Braintree, Massachusetts

*Author of original report: Colonial Van Lines continues to disappoint

*REBUTTAL Owner of company: From The Office of the President

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This complaint against Colonial Movers will read much like the others on here.  I booked a move over a month in advance and was given a pick up date.  The date was missed multiple times, but they did finally show up 4 days after the last date agreed upon.  The company blamed weather, but the drivers stated when they got there that it had nothing to do with weather.  Drivers stated they were rerouted to our move since the original truck booked was over loaded and unable to pick up my items.

Delivery was confirmed multiple times and not delivered when agreed upon.  The company even called to say they would be there the next day... they didn't show up or call.  Again I had to call and track them down only to get more excuses.   I made multiple phone calls and was assured each time that it was taken care of and back on schedule.  Again, the truck was delayed.  When I did finally get my items we discovered there were missing boxes and broken items.  My wifes laptop computer was smashed!. [continued below]....

I filed a claim per their request and was told that it would be taken care of in 90 days if I emailed them pictures and descriptions of items missing. I did so and was assured everything was received and my claim was in process.  I called multiple times to check on my claim, left multiple messages, and didn't receive calls back. 

When I did reach someone I was told it could take a total of 120 days for my claim to process.  A week ago I called the claims department again; spoke with Joselyn Lopez, and was told they didn't have all the paperwork needed for my claim.  So frustrating since I had tried to contact them multiple times.  I resent all my information even though I had an email from the claims department stating they had everything they needed.

April 15th was 120 days.  My claim was still "in process" as of this morning.  My claim was denied since I cant prove my laptop was functioning before and I didn't tell the movers I was missing items when they dropped off my furniture.  That makes no sense to me.  Sounds like they could have broken all of my items and lost most of my furniture and I have no recourse. 

I have a full record of every time I called, faxed, or emailed anyone at Colonial Movers.  I even wrote down the names of the people I spoke with.  I'll list a few now:  Lois, Antionese Russell, Julia, Joselyn Lopez, Tinka at ext 320 ( a mgr who doesn't give out her last name), Janice, Frank, Aquan??, Gwen, Saundra, Tarnika, and multiple others I have listed at home.

This company ripped me off and I will let everyone I know to avoid them and all their sister companies.  I plan to file a lawsuit Tuesday April 24th in order to recoup my costs for lost and broken items as well as the countless hours I've spent on the phone for the past 6 months.  It's a shame that Colonial Van Lines couldn't do the right thing from the beginning.  I wish I had looked at Rip Off Report sooner and used a different company.  I have fought with this company since November 4th, 2011... and unfortunately the fight continues!

This report was posted on Ripoff Report on 04/20/2012 12:27 PM and is a permanent record located here: http://www.ripoffreport.com/reports/colonial-van-lines/braintree-massachusetts-02169/colonial-van-lines-colonial-movers-broke-and-lost-items-not-on-time-for-pick-up-or-deliv-871385. 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

Colonial Van Lines continues to disappoint

AUTHOR: 1fast4 - (U.S.A.)

Colonial has offered $300.00 to compensate me for the items they lost and broke.  They lost a box containing 3 pairs of my wifes Dasko nursing clogs; $140 a pair, 2 pieces of hand made doll furniture, and broke a laptop computer.  300 dollars doesnt even cover the shoes they lost. 

Their offer also does not compensate me in any way for the countless hours I've spent on the phone with them from the beginning of my moving process.  They were late multiple times at both pick up and delivery.  Voicemails were repeatedly ignored throughout the entire process. 

I was offered $100.00 initially when they were 3 days late picking up my furniture.  Now to offer $300.00 when they lost boxes and broke my computer.  What ever happened to the days of great custmomer service and striving for an amazing reputation in business?  Colonial Van Lines continues to be a complete disappointment. 

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#2 REBUTTAL Owner of company

From The Office of the President

AUTHOR: Colonial Van Lines - (USA)

 One of our main goals is to be able to provide the most impeccable moving service there is. We regret to hear of your expressed displeasure with Colonial Van Lines. Our company does not believe in misleading our customers or misrepresenting our services and we stand behind this 100%. We notice since your posting there has been communication between you, our valued customer and our office in regards to addressing your lingering issues. Please be advised your claim has been revisited for reconsideration and settlement has been determined. Our office extended an offer for half of the amount requested which is more than the valuation option you chose.

We appreciate the opportunity to address your concerns and would like to extend apologies for the frustrations caused in duration of your move. We do appreciate your business and hope you will allow us to redeem your faith in our company of the opportunity ever presents itself as we will continue to work diligently to formulate mutual resolution. You may contact our office in regards to this response at 1-855-820-6918.

Thank you


The Office of the President

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