Value Van Lines LLC Value Van Lines E & S Moving Solutions Did not fulfill the contract to deliver goods. Picked up 7/23 and still do not have our shipment. Palm Springs FL

We paid Value Van lines a $3,000 deposit and Paid E & S $4,300 at pick up.  We have not received our furniture and household goods.  We finally located our goods in storage 45 mintes from the pick up location.  

We recently retired and were moving our household goods from suburban Chicago, IL to San Diego, CA. They picked up our shipment on July 23, 2018 and we never received household goods.  Here are the facts:

1.      They do not answer their phones, respond to voice mail, and rarely respond to emails. Their website says that their customer service number is answered 24/7 and even at 3 in the morning someone will answer. That is an absolute falsehood. They rarely answer that number.

2.      They give you delivery time lines, which are never met. We were given 4 different delivery time frames, none of which have been met, with the latest being Wednesday, September 12th. We were told on 9/10 that Sherman was on his way to San Diego with our shipment and will be there by 9/12. That didn’t happen. And now total communication blackout.

3.      While Mike, Customer Service Manager, has apologized, they make no effort to let us know where our goods are and communication is very poor.

4.      The Driver, Sherman with E&S Moving Systems LLC, does not answer calls or respond to voice or text messages. The one time he did text back he said that the office set his schedule and to contact them. The office blames Sherman, Sherman blames the office, and no one takes responsibility.

5.      No one can tell us where Sherman is, where the truck is, or where are household goods are located. All we were told is that Sherman got behind in his deliveries.

6.      We had to pay the entire move upfront, since it was being delivered to a storage facility. All payments had to be in cash and the deposits were direct debits to our bank account.

7.      We were told that we would receive a refund if the actual weight was less than the estimated weight. The actual weight was less resulting in a cash overpayment of $334, we of course never received that refund

8.      We were told that if the shipment does not arrive in 21 business day that we would receive a refund of the deposit. The 21st business day was August 20, and we still have no answer about the refund of $2,931.39.