Ori Van Lines ORI Van Lines SCAM :deceits, lies, overcharging, failure to deliver my belongings San Jose, California

This letter is a complaint against ORI Van Lines regarding their deceits, lies, overcharging for my move at the time of pick up and failed to deliver my belongings as of now.

I had a 1B/1B condo with elevator. I spoke to Dorian Black, ORI representative. He quoted me via email with estimated weight of 2700lbs, estimated price $1080, price per additional lb $0.40, full package service based on estimated weight and listed items $500, delivery window:2-6 days from day of request for delivery, $75 fee for using elevator. He also said that the price is an estimate, if the weight comes out to be less than 2700 lbs as estimated, then the price would be Iess. I agreed with the moving and full packaging quote and put down a deposit.

After receiving my deposit, Dorian sent me the confirmation email with the same information except he added a couple of items on the agreement without disclosing them to me. I only found out after looking at it more closely after the pick up date since I felt it was a scam. Those items were: 1) deliever window: 21-30 business days from the day customer is ready for delivery (instead of 2-6 days as mentioned in the original email); 2) non-bind estimate: this is not an estimate, it is just a minimum job order and the total cost will be based on the actual weight/cubic foot or hourly rate of your shipment and any additional services performed.

On 7/25/09, Joe (Youssin Hakmon), the mover, showed up and asked me to sign a few forms including a form with ORI Van Line letter head stating that there would be a charge of $75 for elevator for every 500 cubic feet. I pulled out my email estimate showing him that there was only a $75 flat fee for elevator. I then asked for his ID. He refused at first, then flashed me his driver license but not allowing me to take down information. He then said that he would waive the additional elevator fee for me.

Joe Hakmon used padding heavily and packed the boxes very loosely. His two helpers were more reasonable and actually filled the boxes.  At the end of the packing, he totaled up the cost and came out to be over $1600 (the estimate was $500 for the weight of 2700 lbs and later, the final weight at the scale was 2400 lbs). I showed him the estimate of $500 for the packaging. He said that the quoted estimate is just an estimate and doesnt mean anything. Since there was a huge discrepancy, I told him it was not reasonable and I would file complaint against his company and file lawsuit against the company. He said he would do me a favor and waive the tax and the bubble wrap. The cost was down to $1380. At that point, I realized that this situation could be a scam. I refused to give in and told him I would file complaints and take legal action. He went outside and spoke to the dispatcher/supervisor named Ben. He came back in and said that he can give me the price of $1000 for the packaging but I have to write on a sheet of paper saying that I promise not to file complaints to BBB and internet organizations. I tried to call the dispatcher number that the representative gave me and ofcourse, no one answered the phone and no one returned my message ever since. Since I had to move my things out and return the apartment (just as many other customers situations), I decided to cut my losses and agreed to it. I wrote out on a piece of paper what he instructed me to write. In the best that I could remember, I, Hai Tran, promise not to complain to better business bureau and other internet organization because I received a $583 discount. He and I both signed it with our driver license number. I was able to see his identification at that point.

Not trusting of what Joe Hakmon might do after loading my things, I followed him to the scale. It came out to be 2400lbs instead of 2700 lbs that was estimated. He told me I had to pay on the 2700 lbs because the estimate is the minimum price even though on the email estimate it clearly stated the exact weight you will be changed for is determined by calculating the difference between the weight of the truck with your belongings and its weight empty. Even in the fine print of the actual signed contract on pickup that I later read, it stated a minimum charge will be charged at 2000 lbs or its equivalent in cubic feet. Joe Hakmon threaten not to bring my belongings to storage if I didnt pay the amount for 2700 lbs. Since my belongings are no longer in my possession, I had no choice but pay that amount he demanded.

The next day 7/26/09, I called Dorian Black (the representative who booked my move) and questioned him about the discrepancies. He simply stated that the moving estimate was an estimate. From his experience with the company, its reasonable to have an estimate of $500 and the final price could be $2000 or more. I told him that my weight at the scale was 2400 lbs instead of 2700 lbs and I only had a flat screen TV that needed extra care in packaging. He again bluntly said that an estimate is an estimate and the final price could be anything.

I later found a condo in Portland, Oregon and on 9/9/09 (14 days prior to the available date of receiving my belongings), sent an email to Lindsey Labelle, the regional manager of ORI regarding the new address and the first day of available to pick up was 9/23/09. However, she stated that it was too early to tell when they can deliver my belongings. I told her that at the time of booking in July, I asked up front regarding the time frame that the belongings would be delivered since I knew I would have to request for freight elevator and arranged with apartment manager or HOA in advance. Dorian Black (representative) said of course if I would give ORI notice in advance, they could deliver within 2-6 days of request for delivery. He further said of course they would tell me the date and time when they would deliver since they never expect their customers just to sit there for days and wait for the deliveries. I asked him to put in these two statements in the final email quote before I put down a deposit. Delivery window: 2-6 days from day of request for delivery Your move will be handled only by Ori Van Lines Inc. He put these in the email quote and I put down the deposit for the move.

Lindsey asked me to check back about a week prior to the available date to receive the belongings which was 9/23/09. I called her back a week prior to 9/23/09 and was told that she could not give me a date since she did not know which truck will pick up my belongings and when they will arrive. She said she would let me know 24 hours in advance. I told her that would not be enough time to contact HOA and set up the freight elevator to move. I reminded her of what I was told by Dorian Black when booking that they would tell me a date and time in advance so I could arrange my time to receive the belongings. She told me everybody else has the same problem so there was nothing she could do for me.

Later, on 9/23, Lindsey called and said a driver will deliver my belongings on the weekend (9/26,9/27). I asked her what day. She said she didnt know and a driver would contact me 24 hours prior to let me know. I insisted on a date so I could reserve the freight elevator. She said if she had to estimate, it would be Sunday 9/27/09 in the afternoon. I went ahead and reserve the freight elevator ($200 since its combined with the move in, if I need to book it again, it would be $800) and 2 parking spots in front of the condo for the moving truck ($100) for Sunday.

Throughout the weekend, no driver contacted me. I called on Sunday afternoon and there was just an answering machine stating to leave message or call back on a regular business day. I left a message and did not hear back from them.

I have been deceived, lied to, overcharged and yet still has not received my belongings. I had suffered losses of personal time and money, anxiety, stress, psychological distress and uncertainty of when and how I will get back my belongings. There must be rules and regulations that address these issues. Perhaps your organization is set up to address these situations. Your advice and action are paramount and I will await your advice. I do have all the documentations if you need them.

Thank you for your help. Please do not hesitate to contact me at anytime to discuss further.