US-1 Van Lines Norcross, GA, Miami, FL worst moving company ever, rude, unprovessional, no reply to anything, keep storing Miami Florida - Norcross Georgia

I am not trying to talk bad about anybody or any company but since I am furtunately or unfortunately realizing that I am not the only one who had such a terrible experience with US1 Van Lines I would like to warn everyone not to us US1 Van Lines. Due to my job and family I have moved to different places all over the world but I have never had such an experience. I will copy here the final complaint letter I sent to them - sorry so I do not need to explain everything again. I left after quite some time several messages - you anyway do not get anyone on the phone - and further more don't even bother thinking that anyone will get back to you. I told them that if this case will not be sorted out or if they do not get back to me I will at least spread at as many message boards the news what terrible company they are. After all the problems I had I also had to have this terrible experience which is after all still not solved. Anyway I thought I let you know so you can be aware.


Karin
Sudetenstr. 56
94060 Pocking
Germany
Phone 011 49 8531 XXXXXX
Email XXXXXXX@yahoo.com


US1 Van Lines
Att: Lisa/Chief Executive Officer
Claims Processing Department
650 NW 105 Street
Miami, FL 33150
USA

December 30, 2006

Reference: Contract Number 726831 Karin Carrio

Dear Sir/Madam,

This registered letter serves as the final notice of grievance.

In June 2005 I used your moving company in our relocation from Roswell, GA to El Paso Texas. The agreement with your company was not upheld and I did not receive my possessions in the time set forth. The prescribed date of delivery was set to be NLT 24 June, due to the delay of the container in El Paso I even extended the date till July 01, 2005. It was not delivered until late November 2005 and that through a different company(IFF). This shortfall caused great hardship on my family as this was the first leg in a move to Germany.

In addition to the loss of dollars incurred due to the inability of your company to stand by its agreement I dealt with a customer service department that could be best described as rude, absolutely unprofessional and apathetic to my dilemma. In particular a Mr. Danny Vaittsman.

Your company owes me and my family a financial reimbursement totaling $2066.00. This does not include monies for the hardship and stress caused by the incident.

I am confident that this letter reaches finally a competent and professional department and that this matter will be handled in an efficient and speedy manner. You can contact me on the above given address and should you need any further details please let me know. Appreciating your efforts in this matter.

Expecting your earliest response

Sincerely,


Karin C
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Dear Sir/Madam,

I am contacting you to once and for all finalize the deal with US1 Van Lines. Firstly I need to tell you that I have moved between places all over the world and also in countries where you would think that professionalism, and customer satisfaction is not top priority but I was always very pleased with the service of the moving companies I dealt so far.
My experience with US1 Van Lines was beyond what anyone would expect especially in a country like America, where professionalism, friendlyness and customer service is always highest priority.

It is now one year ago and till a few months ago one of your employess (Amber) promised me to send me the check with the remaining balance you still owe me and which was agreed with Mr. Danny Vaittsman. I was rather surprised to learn from one of your eomployees (Lisa) that they cannot find my contract in the system anymore and now I have the inconvenience to write the entire experience down. I am anything else than pleased with that. Though I believe strongly that it is necessary to bring this very inapropreate behaviour of the employess in your company to your attention. I was very disturbed to learn that not only one person was working very unprofessional and extremely rude no most of the staff. Also did you already realize how high the staff turn around is in your office. Beside Mr. Danny I never spoke to one person more than twice then I got the answer that this person is no longer working here. I am not surprised. I am trying to make this entire experience as short and easy to understand for an outsider as possible.

Mid May, 2005 I contacted Ann at US1 Van Lines Norcross (she was extremely friendly and helpful and reassured me that everything will be fine). We agreed that my stuff will be picked up at my Roswell house on June 11, later on I called to change it to June 10 to give it one more day. She assured me that the stuff will take no longer than 10 days and minimum 3 days. So eventhough it would have taken 10 days it should have reached by latest 20nd of June 2005. I told her over and over again that it is extremely important for me that the stuff cannot be later than June 24th in El Paso as it will go into the container of my friends and they will take it with them to Germany. This was for me a once in a lifetime opportunity and would have saved me lots of money, time and most of all upsetting phone calls.
Everything was set and the staff came in the morning of June 10, 2005. What I realized immediatelly, the leader of the group was extremely arrogant, he treated me very disrespectful and he did not seem to know how to deal with clients and most of all how to talk to them.
We finalized the contract and I told him several times again that the stuff needs to be in El Paso by lates June 24, 2005. He as well told me that there will be absolutely no problem. Once they left I should call Dory at the dispatch department at 115. I did that immediatelly and Dory also told me that he will send it off asap and everything will be fine.

They told me that they will keep me updated in the next couple of days and most of all as soon as it reaches El Paso. I also got after a couple of phone calls the drivers (Karlo) mobile number but he had not idea about my stuff. I kept calling every other day but never got a person on the phone under the given number. I left 4 messages but never anybody called me back Is that normal, that you do not reply to customers phone calls?? I myself work since 20 years in the customer industry and we are asked to reply phone calls within latest 24 hours.Finally on June 18th I got the manager John on the phone, first also very friendly and I had hope to finally have a copetent person on the phone. He said very cool and was kind of making fun that my stuff is still sitting in the ware house in Atlanta. I could not believe what I heard and was really upset. He told me that
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he will do his best to send it off asap. This is how it carried on every single day I called at least once every day. Always the same answer we are trying our best. Towards the end they were not even paying full attention to them anymore while I spoke to them, and they even dared to laugh and joke while I was on the phone. They even provoked several times by saying why dont you sue us. Is that the way you deal with your clients who spend lots of money and put trust into your company that their valueable will be taken care off? They let me feel as if they made jokes out of it that I was desperately trying to get my stuff on time to El Paso. What upset me most was that never anybody bothered calling, apolgizing or saying anything professional, understanding. I did not see that they tried to place themselves in my situation. All of the sudden they came up with the fact that I had a flexible contract, which is absolute nonsens as that was from the beginning what I told everyone and the importance of the date of delivery. If that is the case then your staff should have told me from the beginning that the date cannot be guaranteed and the price for a guaranteed date of delivery will be different that would have been no problem, but never a word of that. Everyone knew from the beginning that it had to be in El Paso at a certain time, they never informed me about that, they never told me that they will be a extra charge to guarantee it, they never said that they cannot guarantee it. On top that does not change the fact how I got treated, that never anybody aplogized and that never anybody called and kept me updated on the status. Especially since they knew how urgent it was. Then why did Ann from the beginning not inform me when she finalized everything with me about not being able to meet the date of deliver?? What does that mean you would have kept my stuff forever in the warehouse??? As a matter of fact it was 4 MONTHS!!! In your warehouse and there was still nothing in sight that it would be sent to Germany anytime soon, so what explanation do you have on that??? It was never said that they cannot guarantee my requested date, they should have informed me upfront and I would have looked for someone else or paid extra. The entire movement was calculated for 2066$. I paid 1033$ upfront. If they would send it to Germany they told me it will cost at least another 4000$ (strange the company who moved it charged only 2300$). You can imagine how upset that makes me because of the unprofessionalism of US1 Van Lines I had to spend a huge amount of money, expensive telephone calls from Germany, had to buy many items especially winter cloths which were expected to be in Germany at that time and on top the additional charge for the shipment to Germany which was unneccesary as my friends would have take it with them from El Paso. Furthermore I called them on the 23rd of June again telling them that they have now time till 01st of July as the container in El Paso was delayed so all in all 21 days to get the stuff to El Paso!!!
I flew back to Germany on June 23, 2005. From there I called almost every day trying everything possible to get the stuff still to El Paso on time. I never had the feeling, no matter with whom I spoke (Felicia, Mike, Danny etc) that anybody put any effort into it. Once the container in El Paso was gone (July 01st morning) I kept calling, leaving messages, sending emails. Never got a reply, answer etc. Rather the staff, especially Mr. Danny got extremely rude, closed the line several times on me, transferred me to the answering machine because he did not wanted to talk to me, told me even tough luck do whatever you want to do etc. You cannot imagine how upsetting and frustrating it was. Even my friends in Atlanta still tried to help me to get the stuff moving but even they could not get them moving.
End of September I finally gave up on US1 Van Lines to ever see my stuff again. I contacted through my friend in Atlanta IFF. US1 took the stuff to IFF in Peachtree but again not on the date and time as agreed rather a day later, and handed everything over (unfortunately again with delay) with IFF it was an imazing difference from the beginning I got the EXACT date when my
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stuff will reach the port in Germany, when it will carry on by truck and the EXACT date when it will reach my house. It was a pleasure to work with such a professional and helpful company, where I especially had the feeling that the respected the customers and their belongings and treated them with care. Everything was just running so smoothly and I regret deeply that I did not deal with IFF from the beginning I could have saved myself a lot of trouble, money, time and frustration. I had the impression very early on the US1 Van Lines was absolutely overwhelmed with the deal (well even only Roswell El Paso) and could not handle it later on to Germany at all. I guess you should have been honest from the beginning if your company and staff cannot handle certain customer requests.

I hope this complaint will be treated in a professional manner and I do expect your earliest response.

Yours sincerely


Karin C
Miami, FL 33150

Karin
Pocking
Germany

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