OCO Transportation Apollo Van Lines OCO Transportation- doubled the price and wouldn't deliver Brooklyn (also Ridgewood NY and San Diego CA), New York

The reason that the price was significantly greater was because the customer took more than double the original inventory then that was told to the estimator. The estimator did explain that the cost is based upon the actual cubic feet. If the customer added goods it would increase and if she removed goods it would have decreased. This was made clear from the beginning. The customer was given the option to keep the cost exactly the same but they chose to add additional goods. The estimator did see the whole house but was explained that not the whole house was going. On move day it was apparent that the customer changed their mind and did indeed want to take the whole house.

In terms of any damages, we never received word from the customer that any goods were damaged / missing. Had we been told that there was a claim, we would have explained to the customer that they must properly submit a claim to us and only then can we assess the claim based upon the basic coverage of insurance that this customer was covered for. We will gladly go through the claims procedure if the customer does indeed inform us that there was a claim.

In regards the delivery dates - we explained that the average delivery time from CA to CT is about two weeks but no guarantees were made. We were about 1 week late and this was because of unforeseen issues on the road. No lies were given but rather, information that changed almost daily. The customer was scheduled to receive her goods on a certain day , but that day was then pushed back. The issue was that the truck that her goods were loaded on  had a mechanical issue in NJ which took a few days to repair.  This delay was not known (as it did not happen yet) when the office reps told Ms Knechel that her goods were to be received on a certain day. Because we are unable to determine these things we specify that no guarantee can be made. We were extremely courteous and professional  with the customer but she was upset with the truthful answers we gave her and misinterpreted this for being disorganized.

In light of the above we still offered her a $500 discount because of all the inconveniences as we do pride ourselves on good service. Please also realize that this one customer represents a small percent of a dissatisfied customers. For every one dissatisfied customer we have hundreds of satisfied customers.