Report: #855156

Complaint Review: summit van lines

  • Submitted: Fri, March 16, 2012
  • Updated: Sat, March 24, 2012
  • Reported By: comment — aventura Florida United States of America
  • summit van lines
    910 NW 10th Ave
    Ft Lauderdale, Florida
    United States of America

summit van lines jeff in pebble beach - you are not alone.... worried about delivery Ft Lauderdale, Florida

*Author of original report: update - horrific delivery service

*Author of original report: update

Show customers why they should trust your business over your competitors...

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.
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#1 Author of original report

update - horrific delivery service

AUTHOR: comment - (United States of America)

Summit Van Line Mover did deliver the items on Monday - that was good.
The expediter (person who came to my place to give me the original estimate) was helpful.  He helped make sure the items would be delivered when my condo allowed deliveries ( I had written the dates & times allowed on the Bill of Lading) and he had one of the owners call me after I told him about how I thought the delivery was the most unprofessional I had ever encountered.  So those were the good points.

Unfortunately, the delivery itself was terrible.  The delivery truck was superhuge and instead of moving items down a ramp, the movers climbed what must have been about a 6 foot ladder and basically dropped many items, including an item marked "Mirror", from the ladder.  The crew chief never checked off numbers for the boxes, and basically threw things haphazardly into the storage area instead of stacking them properly (they were easily stackable bins.)  They threw bins in upside down and so hard that one of the sturdy plastic bins actually cracked.  Of course, glass frames cracked and a metal file drawer now doesn't open.  

Also, apparently there are disconnects between home office, pickup & delivery personnel.  The delivery movers were about to try to charge me excessive carry fees, but, luckily, I had kept the email in which the home office waived any excess carry fees.   The assistant was nice enough; however, the chief gave me a hassle about e.g. unrolling my small 3'x4' rug to put under the table (wasn't even going to let me unroll it before he positioned the table though he finally did it!); they left items packed in the Summit protective blanket; they did not put all of the rollers under the bed; they would not unpack or assemble my TV; and items were stacked poorly and broken.  And, the head mover then had the audacity to ask for a tip!!!!

My advise is not to believe the marketing hype of caring about your delivery. It might help if you know Russian or Spanish fluently so you can figure out what most of Summit's personnel are saying amongst themselves, or insist they speak English if you happen to only speak English.  Also - regardless of what mover you get, make sure you see all of the paperwork you will be expected to sign before you contract with anyone.  And get email confirmations and write on the Bill of Lading any requirements or agreements you make with the office - and make sure they apply to both the pickup and delivery portions of the move.

The attached photo shows how the SummitVanLines movers stacked some of the items.  I took this photo after I asked them to turn the top bin right-side up and stack them better!  Notice how the grey plastic bin ended up crushed & broke! After they left, I had to go back and stack everything properly.

From pick-up to delivery, I would give Summit Van Lines a total grade of D -
I would never, ever use them again.

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#2 Author of original report


AUTHOR: comment - (United States of America)

Summit called me today and said the items would be delivered tomorrow, Sunday.  I explained that I had been clear with Summit personnel and wrote on the paperwork that my condo allows movers M-F and Sat at the designated times.  G looked on the paperwork, saw my notes re when the condo allows delivery.  He was very nice and said he would check to see if they could deliver on Monday.

 Hope for a good experience....!  I will report back on what happens and how it all goes.

Regardless, suggest people write to their congressional reps and the Federal Motor Carrier Safety Assoc
& Federal Highway Administration re putting into place some of the recommendations I made and any you have too to make the moving process more transparent, fair, and satisfactory for both the customers and movers.
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