Complaint Review: Colonial Van Lines - Nationwide
Colonial Van Lines Horrible Customer Service Nationwide
The experience with this company was horrible. Let's start at the beginning. I was quoted one price after a verbal conversation. I used their app to video tape and take pictures of my home and the price went up again. They told me that they would have a person come to my house and do a visual inspection. Nope. they couldn't find anyone in my area to come out. When I received the inventory from the movers it was missing a bunch of stuff so I had to add more weight and the price and deposit went up again. I was told by staff how my items were supposed to be packed since I packed myself. I bought bags for my mattresses and wrapped all fragile items with bubble wrap. Everything that could fit into boxes were placed in boxes. A day before the move I get a call from a different person (another issue, they push you from person to person, never the same person to deal with) letting me know that the movers will be there between 8-12, but will call when they are an hour away. She then states that bubble wrap is not okay and we need to box everything. A little late in the game to change everything. Now the day of the move comes and the movers are running late of course. I get a call at the last minute that they are 15 minutes away. It is one person from the moving company and a bunch of temps they hired to help. Alex from a contracted company, not Colonial, comes in the house and says that the mattresses need to be in boxes, the sectional is too big and should be wrapped special, and he is going to box stuff that doesn't need boxes. He starts to "recalculate" the costs and now has the move increased in price again, charging for a lot of "bulky" items. Why am I charged for bulk when the deal is about weight? I get the run around. I ask about the actual moving truck that will be hauling items and he tells me it is on its way. He continues to tell me its on its way all day. Later find out he told the driver to not show up until later to make sure I signed paperwork. All the while the temp workers are moving all my stuff onto the driveway. I finally realize that I am screwed and need to just get moved. I sign paperwork and he calls moving truck. The truck was waiting 2 hours away. We are now at 130 and all my stuff is on the driveway with no moving truck. The truck finally arrives at 330, but Alex will not start packing truck until his packers arrive. The temps are instructed to pack up my items that were in plastic bins and put in boxes so he charge me hundreds of dollars for boxes and tape. The large items that they said they would disassemble, they did not because they did not have any tools. They asked for mine or I had to do myself. As it approached 530, the packers finally show up and start packing the truck. As we are losing daylight, I had to move my car to the street so they could see what they were doing and they didn't forget any of my stuff. The temp workers who have been there all day try and leave because they have other jobs, but Alex refuses to sign their paperwork and they are forced to stay or not get paid. Finally the truck is loaded after a mattress has been damaged and a sideboard has been knocked over and damaged. I just wanted the day to end. Then Alex tries to skimp the temp workers on hours and there is an altercation that almost requires us to call the cops. Now, the day to get our stuff comes. They were on time. I give them that. The driver (private contractor) shows up with 2 of his buddies to help move and get set up. They start moving things in and damage multiple items. They ask where the boxes go and we explain what rooms they go in. They choose to leave all boxes in the garage. A little bit later, 2 guys show up and ask about putting furniture together. I tell them where things go and where we want stuff. Nothing is built and they leave. Driver is paid and he complains about the payment of money orders which is exactly what we were told. During this whole time, we are on the phone with multiple departments stating that they will help us resolve these issues. At the end of it all, the load cam in lighter than expected and we were refunded some of the deposit back as stated. When we talked to their escalations department about the horrible experience, they stated that they had already given us back some money. NO. That was because you all over estimated the weight of the load. Now they want to offer compensation for the horrible experience and the tell us the most they give back is $100, but they are willing to make it $200, but there is a gag order in the language that says we can't talk about the horrible experience. Well for a $8000 move. They can keep their horrible offer of $200 for my awful experience in the hopes that I can prevent any further business for this company. DO NOT USE THIS COMPANY!!!!
This report was posted on Ripoff Report on 05/03/2016 06:23 AM and is a permanent record located here: https://www.ripoffreport.com/reports/colonial-van-lines/nationwide/colonial-van-lines-horrible-customer-service-nationwide-1303284. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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