Report: #1057010

Complaint Review: Superjet Van Lines

  • Submitted: Thu, June 06, 2013
  • Updated: Thu, June 06, 2013
  • Reported By: Julie — Divide Colorado
  • Superjet Van Lines
    1 Ackerman Ave.
    Clifton, New Jersey

Superjet Van Lines, Super Jet Vanlines, Jason, Lisa, Michelle Deceptive, Excuses, Lies, Rude Clifton New Jersey

*General Comment: Same situation with same deceptive people!!

*Author of original report: Super Jet Update 6/10/13

*Consumer Comment: Same situation with SuperJet

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

We are moving 5 expensive sit-down arcade games from New Jersey to Colorado, to be picked up May 19, 2013.  We thoroughly studied the moving companies before choosing Super Jet, as they had limited complaints compared to others (the decision was not based on a discount price).

Jason promised the following, verbally:

  • Our shipment would be picked up immediately;
  • The shipment will take no longer than a total of 10-12 days from Pick up to Delivery;
  • The games would arrive no later than June 9, 2013; Jason chose this date as he stated that he needed to allow themselves 21 days for shipping just in case of unknown delays, but the games would be delivered within the 12 days without any unanticipated delays occurring;
  • The Binding Moving Estimate that Jason provided, and we signed, we not change under any circumstances;
  • Jason would be "with us, start to finish - he is our contact";
  • Jason would provide the Drivers' cell phone number as soon as the arcades were moved from the lift truck to the semi;
  • The arcades would only be moved, guaranteed, a total of 3 times: Pickup to lift truck, Lift truck to Semi, Semi to lift truck, and delivered;
  • Juper Jet would properly package and wrap all arcades;
  • We would be updated at every step as our equipment went from pickup to delivery;
  • Jason would update us on Sunday, May 19th, once our equipment was on the truck;
  • We emphasized that we, ourselves, needed to rent our own lift truck also on the delivery end, to move 2 of the arcades to another location -- As we must make arrangements, we must know the delivery date in advance.  Jason guaranteed that we would have notice well in advance so we would have time for this arrangement

 We agreed to arrange with Jason on a Binding Moving Estimate, the following:

  • Cost $2998;
  • Lift-gate truck to be provided at both pick-up and delivery;
  • Wrapping (packaging) of all machines by Super Jet
  • Delivery date of June 9, 2013 (listed on the Binding contract as a "1st Available Delivery".  This date was chosen by Jason, with the expanation that he must allow 21 days, but we would be delivered within 12 days, (barring any unforeseen delays).

 May 19, 2013 -

  • The equipment was picked up as agreed;
  • The two (2) drivers arrived with a ramp truck.  NO lift gate was provided;
  • The seller was forced to help the moving employees/driver as they could not have moved the games without his help (we have pictures);
  • The arcade equipment was then moved off of the truck by ramp into Super Jet's warehouse (not a part of the agreement at all)

 May 20, 2013 -

  • We receive a phone call from a woman at Super Jet (we believe this was Michelle):
    • She states that our (measured and verified) arcades took up 300sf more space (equating to a room of 30' x 10', which is not possible with these games);
    • I told her that if there was any additional space taken, it would be due to the packaging.  She responded rudely, 'so.... you did not wish for us to wrap or package your equipment?'.  I said that this is not what I was saying.... I was saying that Super Jet should have accounted for this packaging allowance, as our Binding agreement included the packaging;
    • Super Jet requires more money if we wish for our "equipment to be delivered (hesitation.....) in a timely manner"; 
    • I state that this square footage is not possible, and also - we have a Binding agreement which Jason guaranteed would not change (and New Jersey law states that it cannot change under this agreement);
    • This person states that they did not receive our Paypal payment made on May 19th as agreed to their Paypal account, and they have no Paypal account;
    • She provides a Chase account number that she wants funds to be deposited to;
    • After enough abuse from this person, I stated that I wish to speak with Jason, she states that he is not working, and she is his supervisor.  I told her that I would speak no further with her and wish to speak to her superior.  We hung up.
    • I call Paypal who verifies that Super Jet did receive the payment of $650 due on May 19th, and provided me with the name of the person that the Paypal account is held under.

May 20, 2013

  • I called and talked to Lisa:
    • I asked if they received their Paypal payment, she says they have not yet;
    • I provided her with the name that the Paypal account is held under for Super Jet;
    • I requested the name of the person who called us, she does not know but will find out.

May 21, 2013

  • I called and talked to Lisa:
    • She states that they are "still" having problems with email, will fax completed agreement within the hour; she never did.
  • I called and talked to Jason:
    • Once trailer is loaded they will have the Driver's cell number and will provide this to us;
    • They now have payment; Jason will email updated copy reflecting $650 pmt; he does;
    • He states that either Doris or Lisa will tell me once the truck is loaded;
    • He states that the person who called me demanding money was a person he had instructed to do so (but did not provide a name), and that he has no supervisor, and Lisa and himself are at equal job positions (although Jason is Sales).

May 22,2013

  • We send a detailed email of the circumstances up until this date to Jason's email, the email provided at their website, and also their fax number with confirmation of receipt;
  • In this correspondence we ask for a designated representative;
  • We ask for contact from Super Jet confriming that our equipment is safely loaded for delivery (after detailing the lack of a lift gate on the pickup end, and the multiple movements our equipment has likely endured since);
  • We ask for all communication to be confirmed in writing, including confirmation of receipt of this correspondence;
  • We receive no communication from Super Jet, either verbal or written.

May 29, 2013

  • I called the 888 numberand left 2 messages, and called a 3rd time later in the day and finally talked to Lisa:
    • Lisa statesthat our equipment is still at the warehouse;
    • She states that delivery is set up for June 9th as we had requested to have delivery no SOONER than June 9th;
    • I reiterate as I have done in multiple calls with Lisa, Michelle, and other unknown reps answering the phone -- that we wanted delivery as soon as possible and we never assigned a no-sooner-than date; Lisa insists that we assigned this date;
    • Lisa states that the trailer is leaving 5/30/13 and she will have the Driver's phone number for us in 2-3 days.  I ask why in 2-3 days and Lisa states that it is Super Jet "policy" to not provide this information until the truck has left the dock for 3 days;
    • Lisa states that we can expect delivery between the 7th and the 10th.

June 3, 2013

  • I call and Michelle asnwers:
    • I ask for Driver's phone number; Michelle does not have a trip report so does not know the answer to this;
    • She states that Lisa will know and Michelle will have her call me back in 1/2 hour;
    • Michelle states that the earliest arrival date is June 9th as this is what we requested, I reiterate once again that we did not request nor fill in any dates asking them to delay the shipment;
    • Lisa never calls back;
    • I call and get Michelle again.  She states that Lisa had an emergency, when she returns, where can she call.  I give her our phone numbers again.

June 4, 2013

  • I called and talked to Lisa:
    • Lisa states that our equipment will be picked up from the warehouse June 5th and will be leaving after that. She can give me the Driver's number on Thursday, June 6th.  She says that it is definitely going on the trailer June 5th, and
    • There are two drivers so it will come directly to our delivery point.
  • I called the Dispatch 973 number and a man answers:
    • I explain to him the difficulties we have encountered;
    • He promises that this is not the service that Super Jet provides, apologies, and tells me that he is here to help and will get things straightened out;
    • He states that he has another call and puts me on hold;
    • I held 40 minutes before he hung up on me.
  • I called and talked to Lisa at 2:44 MST:
    • Lisa insists that we completed and signed a form titled "Delivery Form" stating that we would not accept delivery before June 9th or 10th;
    • I explain that I have all forms in front of me that were given tot he seller on the pickup end, and also to us as the purchaser of their services, and we do not have the form that she refers to;
    • Lisa insists that we completed this form and and she will fax it over as she is looking at it now;
    • I explain that we must arrange for our own lift truck, which is unavailable on Sunday (they are closed) to meet their lift truck, so I must have a delivery day;
    • Lisa states that she will not delay shipment due to our circumstances if the driver arrives on Sunday; I tell her that she must not deliver on Sunday;
    • Lisa is rude as she asks if she should turn away a shipment if they must deliver on Sunday;
    • Lisa continues to talk over me and argue with me as I ask her many times to listen to me, and as I have reiterated time and time again, we did not request a delay of shipment;
    • Lisa states that she is leaving in a half hour;
    • I ask her to fax over the form she is referring to;
    • Lisa states that as she is leaving shortly, she has important customers to deal with before leaving and will not fax or email today (although she states that she is looking at the form as we are speaking);
    • She hangs up on me.
  • We send another correspondence consisting of 3 pages detailing all that has occurred to date and referencing also the correspondence sent on 5/22.  We send this to all the same communication lines previously contacted;
    • We request full contact information for the highest Management or Owner (which we had verbally requested before - Lisa had stated that they rarely see the Owner and indicated there was no way to get ahold of him/her);
    • We state that they are to provide driver contact information no later than Thursday 6/6/13 by close of business;
    • We receive no response.

June 5, 2013

  • No fax nor attempt of fax as proven by dual caller-id units.

Thursday June 6, 2013

  • I called and talked to Connie:
    • I asked if Lisa was available, Connie says she is;
    • I asked if perhaps Connie could help me;
    • She asked for the Job # and I gave it to her;
    • Connie put me on hold;
    • Then hung up on me.
  • I called back and talked to Lisa:
    • I asked for the Driver's phone number; she does not have it;
    • I asked for the promised fax and gave her the fax number again, she said she would fax it;
    • 5:00 MST no fax has been received;
    • Lisa states that our equipment will probably ship today;
    • Lisa will give us the Driver's phone number on Monday;
    • I asked her why she could not give it to us tomorrow, she now states because the equipment won't be loaded and complete until tomorrow (5 machines); and no one is available over the weekend;
    • I stated that they are always there on the weekend, can't the others provide the phone number?;
    • Lisa states that she has to get it into the computer, and she is alone and won't have it entered into the computer before Monday, or possibly late tomorrow afternoon.  She states that I can try calling over the weekend, otherwise I am to call her on Monday (June 9th);
    • I told Lisa that the delivery is to arrive Sunday or Monday, she says that no it is not.  She said they never promised it would be delivered Monday June 9th.

 It is now 5:00 on Thursday June 6th, 2013 and we do not know where our equipment is, nor when or if it will ever be delivered.

We are posting this complaint as we have read a complaint on this same site, provided by another customer of Super Jet who was then contacted by the Owner who apparently did not know the practices and lack of service and communication provided by the employees of Super Jet.   We pray to hear from the Owner.



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#1 General Comment

Same situation with same deceptive people!!

AUTHOR: POed consumer - ()

To the original author!!!

I will prefice this email with the fact that this is the first complaint/review i have ever written! To get me to this point means I am very worried and scared about my property and valuables.  I am moving NJ to CA from a 1 bedroom apt to a townhome.

I am a bundle of emotions right now as I am in the middle of a move and in the same exact situation with SuperJet Van lines.  I have been trying to get hold of the owner who the companies employees "cannot find a way to contact him".  He apparently never is seen according to LISA. I am furious with my decision to go with Superjet, who like you was offered everything.  

I even read tips on how to select a good moving company...and apparently i fell into a trap of something that was too good to be true.  

Your report was lengthy and detailed but i read the whole thing.

My story and lengthy details

May 2013: deposit and contract made with JAKE who promised a prompt pickup and delivery. Quote was ~$1800.  Was told Driver would arrive anywhere from June 5-7.  We said June 6th would be preferred.

May-June 5 2013: multiple emails and calls made to company.. Jake updated on every single item that we were or were not moving.  I did this becasue a tip I read was to keep your moving company updated on what items you have so the driver is aware.  Amongst convos we were told driver would come June 6th afternoon.  We were given multple time frames and finally the day before pickup told driver will be there with 8-11am

We bought our own large boxes, bubble wrap, padding, box plastic wrap.  I spent countless hours boxing all of our belongings into a very organized fashion into boxes. labeled everything and wrapped the boxes.  I color coded all of the boxes and furniture to make sure our stuff was identifiable with labels of our new moving address.  Made the movers life VERY easy.

June 6 2013: We called Driver at 8 am and he stated he would be there in 30 minutes.  Driver arrives at 8:30.  Driver was Robert who came up to look at amount of stuff we had and started the negotiation process right there.  He then went down and brought up 3 other guys (his own son, nephew, friend).  I should have questuioned the process then, but they seemed like good guys.  

They were surprised by how ready all the boxes and furniture were for them to pick up and go.  All they had to do was wrap the couch, mattress, TV, and mirror.  They did so and accommplished the move into the truck in less than 2 hours.  The delay was probably from the elevator in our building since there were 4 other apartments moving that time and also had the elevator reserved as we did too.  

The movers spent quite a bit of time downstairs after everythign was brought down.  Then 40 minutes later Robert comes up in a fury stating we had 2 choices: either pay $3150 or get our stuff off the truck.  We were furious with how such little amount of stuff could "double in cubic feet".  He stated Jake underquoted us by alot.  We reall did not add anything, infact we left alot of furniture including bed and dining table behind, so we were baffled just like you!!  There was no way it was 700+ cubic ft.  

Multiple phone calls made to Superjet--of course Jake was out

Further calls made: Michelle answers and continues to put us on hold to speak with Lisa.  Then hangs up.  This happened 5+ times.  We made the driver Robert call from his number. Lisa picked up his call immediately and spoke with him at length.  At first we did not tell her we were in the same room (which is probably why she spoke with him!). Robert then told her we were there and needed to speak with her. SHe finally took the call.

After more than an hour of negotiating with Lisa who was extremely rude not professional left it up to Robert.

We ended up negotiating a price (much higher than the intial quote).  We also looked at our stuff in the truck to make sure it was what he was saying to more accurately shift things around to match the cubic feet.  I made the moving job sooooo easy by packing and packaging everything sooo well.  

Nonethelss we gave every mover a significant tip much higher than any website tells you to give movers.  The idea was that they would take care of our stuff.  Does not seem like that mean much.

June 12 2013: call made to see where our stuff was.  Michelle informs us that the driver did not show up a week ago and so our stuff never left the warehouse.  But its  "being put on the carrier as we speak".  I was furious that no one even called to tell us that the shipment had not started its journey.  My husband specifically flew out to CA early to receive the shipment.  

June13 2013: Call company and phone is disconnected.  Try all phone numbers on their website and all are disconnected.  My partner Manage to reach an office in a different state and Peter state that phone lines are down in NJ and office is shut down.  

I attempt to call all numbers and phones are disconnected.  I reach the 866 phone number and Jason (claiming to be the manager) answers.  I asked for the real manager and he says it is him.  He also says they were kicked out of the office becasue of the bad weather...(umm doesnt make sensebc he intiially said he was not in NJ).....(LIAR!!).  He even procedes to ask why I am mad and he has never heard from me.  I told him why would he when my partner was dealing with the situation until now.  He put me on hold and texted lisa to call me. He hung up  with me stating that lisa will call.  I had my doubts.

Lisa called in 5 minute.  Right away I asked her how she was able to call me from the 973-732-7177 number when I just tried it and it was disconnected.  She said I was wrong and she has been receiving calls all day. I told her they are all lying and cannot get their stories straight.  She stated I would not know what the weather is like since I am not in NJ.  

I was even more maddened.  I told her I could drive over to the warehouse right now.  I live and still am in NJ and state that there was a little rain this morning and weather is fine right now.  She clearly go caught.  

I told her I have no idea where my stuff is and superjet is not owning up to it.  She said "what do you mean? its insured and under 1 ackerman drive in clifton".  So then I am even more upset now.  I am like why is it still sitting there! why is it not on the road, it apparently was being loaded yesterday.  

Also why is no one calling us to tell us about these delays.  She says we do not need to call you every 20 minutes.  I told her that before we decided to use them as our moving company, they and all movers called every 20 minutes, but once they made the sale with us, they do not care.

Again, LISA is very rude and continued to yell at me not understanding why I was mad.  She says MICHELLE did speak with my husband yesterday and the carrier was being loaded but then unloaded?? bc the driver canceled since it was raining and did not feel like working.  I think most of us feel that way during rain, but we are all professionals and cannot just stop working because of bad weather.  They clain to have a huge warehouse..why cant they just back the truck in and load it>!!!

So now LISA states she guarantees our stuff to be loaded 3rd on June 16.  And I ask her what if it rains again.  SHe has no response to that! as if the thought had not occurred to her.  Obviously bc she is full of it.

I told her the stuff was supposed to arrive by June 13 as stated by Jake as well as her on June 6 when we were being hassled about the price.  She said no way- it was to be loaded onto the truck anywhere from 7-21 days after the 13th.  I said that makes no sense.  Why would we have you pick it up on the 6th and make you wait with the stuff until after the 13th?? while I live out of a suitcase in NJ until the 16th??? MAKES no sense!@!

She then went back to the phone number issue. she called the 973 number from her cellphone and said i was right it wasnt working.  She said she always has calls forwarded from 973 nubmer to her cell phone.  Clearly that should not be the way a company works anyway.  

She then proceeded to say that the only thing for me to do is wait for saturday and have things loaded and she will give me the driver name, phone number, and info.  But she said they have 21 days to delvier it to california.  I was so furious at this point.  I told her of my work situatoin and that a 21 day move is rediculous.  I am well aware like yourslef that movers stop at multiple sites.  But to promise  a date and then not even pick it up yet is crazy to me.  SHe said at this point there is nothing I can do except let things get picked up on Saturday and let the delivery happen and then she will accommodate me upon delivery.  I was furious with her response.

She ended our phone conversation by stating she will call me back ina  few after she calls the phone company.  It is now 3 hours later and still no phone call (as expected)

At this point I dont even know what is the truth.  JAKE, JASON, PETER, LISA, MICHELLE have all said different things.  We are continued to be lied to.  

This is a plea to the OWNER whose name apparently is STEVE.

Please read this in its entirity.  You are a professional and own this company. I am also a professional with my own work stresses and had decided to use your company to completely avoid this headache that I find myslef in.  Your employees are very rude, they lie.  They are not even good liars since they keep changing their story and give different excuses.  As an owner I expect you would want your consumers to be happy.  Currently, by the reviews on this website and many others, Superjet does not sound appealing and everyone is having problems with these workers.  Please listen to us and resolve these situations.  Do not allow your callers to promise things they cannot give.  They are guaranteeing dates, prices, times, packing just to make the sale.  And once the sale is made they leave it up to LISA to say no thats not what is in this "binding contract"

LISA, JASON, MICHELLE, JAKE are all screening our phonecalls becasue they set the company to go their personal cell phones.  This is not professional.  I dont understand why moving companies always want to steal from consumers.  We as clients are already stressed with leaving our loved ones, starting new jobs, and safely getting ourselves to the new location.  Superjet has exceeded my stress levels.

Like this author, I am also going to reach out to the attorney general of NJ and the trucking association.  At this point, I am also ready to take a refund and have my stuff moved out of your warehouse and to a different moving company.  It is my stuff and I have a right to access it...which your workers are stating I dont have a right to.  

I never speak so negatively of anyone, but my gut is right and I feel that Superjet has taken my belongings hostage, ripped me off and stole my money, and now I will never see my belongings, as they think I am no longer in NJ.  I am planning on also takiing a drive to the warehouse with a police officer for my own security and speaking with them in person.

SO STEVE, or any other OWNER, please take action and reach out to us clients to help our desperate situations!




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#2 Author of original report

Super Jet Update 6/10/13

AUTHOR: J.B. - ()

The initial report contained an error.  The delivery, according to the Agreed Delivery Date was to be Sunday, 6/9/2013.

We have filed a complaint with the US Dept. of Transportation Federal Motor Carrier Safety Administration National Consumer Complaint Database at, and also have contacted the New Jersey Attorney General's office.

To the consumer who responded to our Report, you may wish to contact this FMCSA and your local Attorney General's office.

The Attorney General investigator kindly offered to physically visit the office of Super Jet.  He made this visit within 2 hours of contacting me, today 6/10/13. 

The investigator was told today that Super Jet is loading our machines onto a truck today, 6/10/13, to now ship tomorrow 6/11/13  - shipping from New Jersey two days after the actual date that they were to be delivered. 

The Atty Gen'l investigator was told that we would be contacted by the driver 24 hours prior to delivery.  We understand that we are not likely to be provided with the driver's phone number, as promised.

The Atty Gen'l tells us that it is likely, in his experience, that we will not receive our shipment for likely two weeks, as it is intransit with a load to "our region", which could include neighboring States.

We understood that our shipment would be included with other area deliveries, but had been originally told - and we expected - that the shipment would take place the week of May 20th, 2013 - not the week of 6/10/2013.

We are losing money by the day for every day that this equipment is not placed in our Laundromat. 

We have received no contact from Super Jet with the shipping information that Lisa promised, even after requesting this information over the weekend on the Dispatch answering machine.   

Lisa has never sent the "Delivery Form" that she insists that she has in her possession, which she claims states that we completed a request for a delayed delivery.

Our only saving grace may be the government entities that are going to force the issue with Super Jet. 

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#3 Consumer Comment

Same situation with SuperJet


I am in the middle of a very bad situation with Superjet Vanlines on a move from CT to Baltimore. What should have been an easy pickup with a delivery 2 weeks later, completely fell apart. On May 30th, the workers arrived at 6PM, 2 hours late. Two of the three men refused to work, so a new team came and didnt finish until 5:30AM. They also got the delivery date wrong and attempted delivery a week before it was scheduled. I called to complain and Lisa siad this was bullshit, and then hung up on me. I now don't know if I will ever see my belongings again. Please let me know if you have any luck in getting a hold of the owner or someone who will help you out. I'm very concerned.



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