Sirena Moving Company Carrier for All State Van Lines Increased my delivery price of items by over 50% and when I refused to pay informed me my items would be placed in storage till I paid amt stated in which I would then incur a storage fee and additional delivery fee. Items were picked up and arrived late and damaged. Truck was leaking copious amounts of oil which damaged my driveway. Many of my items were damaged and/or not delivered Phoenix Arizona

 Carrie Meyer MS PA-C

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To the Owner of All State Van Lines & Sirena Moving:

I hired all state Van Lines after speaking with Katie Koshner and experiencing great customer service from her. She explained everything in detail and assured me that my pickup would be October 19th and at the latest the 20th. My estimated quote was $2761.45 with an estimated weight of 4,000 pounds of items which was consistent with total weight estimates from other moving companies I had interviewed. These other companies came to my apartment and directly visualized my items. My window for delivery in Colorado was October 22nd thru October 26th. Again I was assured this would be the case by Katy Coshner which was one of the main reasons I decided to hire your company.

Unfortunately after booking the move, I received a call on October 18th informing me my pickup would not be till the 20th. Knowing that I had a closing October 22nd (Tuesday morning at 8 a.m in Colorado), I was pressed for time. I then received a call Saturday morning by Kelly Chacon informing me that the pickup would not be until late Sunday evening even possibly Monday morning and that Maya Sutkovic would follow up with me and let me know for sure details on the pickup. I was given Maya's number and ask to call her on Saturday if I did not hear from her in a few hours. I made 3 phone calls to Maya Saturday evening and Sunday after not hearing from her. At this point it was not clear to me if my pickup would be Sunday evening or Monday morning. I attempted to leave several messages for Maya, but every call resulted in the message of "her mailbox was full and cannot accept new messages." Monday morning I anxiously awaited a call from the movers which never came. Instead I was informed my pickup would be between 9 am and Noon by Maya. Knowing I would miss my closing if I waited in St Louis, I asked my sister Tammy Ring to serve as my power of attorney (POA) to be present Monday so the movers could pickup my things. She was scheduled to work and had to take the day off and loose a day of pay, but was willing to do so as I was in a crunch. I was forced to ask this favor of her as I had a closing in less than 24 hours, in Colorado which could not be changed.

After leaving for Colorado and leaving my sister at my apartment, I received another call saying that pick up would now be between 3&6 p.m. on Monday. Again, my sister lost pay from taking the ENTIRE day of work. I therefore paid her $250 for being my power of attorney and staying at my apartment for the movers. Unfortunately her and I both received yet another call saying now the delivery pick up time period may be as late as 8 pm Monday evening, then not until Tuesday morning!

Despite me not having anyone available Tuesday morning to be at my apartment, I was informed there was no choice in the matter. Therefore I made my power of attorney Brenden McNamee who showed up Tuesday morning along with my sister to sign and give the movers access to my apartment. Brenden like my sister, loss a day of pay and therefore I paid him $250 dollars to be present for the movers on Tuesday.

Unfortunately, two days late, they showed up completely unprepared, without proper tools, no dish packs, no wardrobe boxes, no picture packs, no TV padding, and no tools to take apart furniture. Keep in mind, I had paid for 2 dish packs, 2 wardrobe packs, and 2 picture packs as well as 3 mirror cartons. None of which the movers had with them upon pickup. When asked regarding this they stated "two men had quit the company and they were doing my job as a favor." The truck they were given had no tools and none of the dish packs, etc, I had paid for. I also updated my moving list to include my elliptical which Katy Koshner informed me would only be an additional 30 dollars, to ship. Unfortunately the movers were not able to take the elliptical down the stairs and brought the console but left the majority of the machine in St Louis. Keep in mind this elliptical has been moved twice by two different professional moving companies with NO problems. Please realize this was an 800 dollar loss to me.

Brenden was present for the entire move, he even had to buy tools from Home Depot so my items could be disassembled, as stated the movers had no tools and were completely unprepared. The movers did not pack things well, the dishes were barely wrapped- (see pictures) which resulted in 2 broken glasses and a broken spoon.

I was informed on Thursday by your company that my items would be arriving in Colorado Friday, then I was called Friday and told the movers were doing another job in Arkansas and my things would arrive Saturday. Maya called on Saturday and informed me that my items would be delivered between 5&7 p.m, Saturday evening. On Saturday evening, as the time approached I received another call telling me that the items would not be delivered until 8 p.m. Keep in mind, I cancelled plans to be present for the movers, as I was assured by Maya my items were to be delivered Saturday evening. I waited until midnight and again no movers, I NEVER received a call stating they weren't coming, which is UNACCEPTABLE.

In addition Maya informed me I owed the movers an additional $2800 on top of the $1320.81 deposit I had already paid when I booked the move. When I informed Maya I was not paying the extra $2800, she stated that my things would not be delivered till payment was received and my things therefore would be placed in storage. She then informed me that I would not only incur the extra $2800 fee but also a fee for storage and another delivery charge. She justified the increase due to the weight which was reported by the movers. Keep in mind she NEVER offered a reweigh. So now, in addition to the $1320.81 dollar deposit I had already paid, I was expected to pay an additional $2800. Again, I refused and she informed me that if I did not pay the full $2800 Saturday evening upon delivery that my items would be placed in storage. Then as stated above, not only would I incur the extra fee, I would also be charged money for storage fees and another delivery fee. Stuck between a rock and a hard place I was forced to pay Allstate Van Lines another $2800 on top of my $1320.81 deposit. There was yet another problem, Maya informed me they were unable to take a credit card since it was a Saturday. I had no other means to pay so she accepted my credit card Saturday evening and my goods were not delivered till Sunday morning.

Please keep in mind, my original quote for 4,000 pounds of items was $2,761.45 dollars by Katy Koshner. I do not believe for a second I had over 4,000 pounds of items to move, especially when several other moving companies who visualized my items first hand estimated 4,000 pounds. Again, I was NEVER offered a reweigh.

Sunday morning I received a phone call from the movers telling me there truck was leaking massive amounts of oil and they were having to stop and place oil in the engine to keep the truck running, therefore they were running behind schedule. My things did not arrive until 9:30 a.m. Sunday morning in which a large truck with two ill prepared movers arrived. One gentleman did not speak English and did not understand where to place my boxes which were clearly marked. Additionally he placed heavy boxes on top of fragile boxes. I immediately came to view the packing conditions as I was informed by Brenden my POA that things were not packed properly and not to my surprise I found my clothes freely hanging in the truck, NOT in wardrobe packs. One home depot box which had a hole in the bottom had a marble rolling pin and cutting board with TV remotes and my clothes thrown on top of them. The rolling pin and cutting board were not wrapped and they are very fragile! All of my clothes were dusty in addition to this there were several scratches on my dresser, as it was not properly wrapped. A red lamp shade was bent and broken, which I realized after the movers left. Additionally a large piece of artwork had a crack in the frame, again I only noticed this after the movers left while attempting to hang the picture. Two glasses were broken, one shattered, the other with a large chip on the rim. A ceramic spoon was broken as well. Upon further inspection there is a large scratch on my bench which goes with my dining room table. A filthy mattress with a large hole was also discovered as the mattress was not wrapped in the mattress protector which I supplied for the movers (advice from Katy Koshner when I booked the job)

They did pack the elliptical console but left the entire other portion of the machine. My dining room chairs were not wrapped, neither were either TVs. Due to transportation of my mattress without the cover, it was filthy as stated above. When I asked them why they did not wrap the mattress they said, " They would have had to pick it up and it was too difficult to do so." As stated above, as a result of this my mattress has a large rip in the side.

Last but certainly not least, the moving truck the movers transported my items in as stated was leaking a large amount of motor oil, which resulted in large pools of oil leaking onto my street and in front of other homeowners driveways. When my neighbors and I inquired to the movers regarding what he was going to do to help clean this mess up, he replied "its not my truck, its not my problem." Therefore 2 of my neighbors and myself spent 2 hours cleaning up the mess. One of my neighbors would like to speak with you directly regarding damage to his driveway from your moving truck.

Please see enclosed pictures for items damaged, poor packing conditions, moving truck conditions, and oil leak.

I have moved twice and used professional movers both times. Allstate Van Lines is the worst moving service I have ever hired.

Do to the poor service, for delivery and damage to my items as well as inconveniencing two individuals (my POA's) who had to loose a day of pay, in addition to the loss of my $800 elliptical, I am requesting a refund in the amount of $2,399 AT A MINIMUM. I was quoted $2761.45 for the total move, and charged $4,199. So this comes out to a $1,438 difference, also the movers left an $800.00 elliptical in St Louis, so compensation for this needs to be given as well. Additionally my pickup date was 2 days late and my delivery was 1 day late so compensation as stated in the contract needs to be given.

I have filed a complaint with the Better Business Bureau in hopes that no other customer ever experiences this type of service. Additionally I have also contacted Channel 2 news in St Louis- Elliot Davis of "You paid for it" to investigate this case. Unfortunately I will be contacting my attorney if I am not refunded for my move. I have attempted to obtain a refund and have gotten nowhere. All of your workers inform me you are not able to be contacted by phone, therefore I had no choice but to take this issue to a higher level.  Additionally I have sent a copy of this letter to the carrier and a copy to the Better Business Bureau as indicated below.

Thank you for your time.

　

Carrie Meyer PA-C

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CC: Better Business Bureau- regarding case number 90231615

CC: Carrier- Sirena Moving Company Phoenix, AZ US DOT #1425761, MC #539367 VIN #YJ504082