Sprint Van Lines Maryland rip off, extremely verbally abusive, showed up at home and called to double the rate quote..said they needed more men and another truck Rockvile Maryland

Ms. Carter,

Before we reply to your complaint we would like to understand how you can complain about a company without providing your real name.

Lets address your complaints from first to last.

1. In our first conversation you told us you wanted to move a 4 bedroom house. We offered to send an estimator to your house to provide you with a free in home estimate. You refused the offer of an in home estimate because you said you and your husband work and did not have the time for an onsite estimate.

2. We provided you with a quote based on a list of items that you provided totaling 1478 cubic feet. It was also noted on the contract the the maximum capacity of our trucks is 1600 cubic feet. We us 26 foot trucks which are hardly considered samll. The only truck bigger than the ones we use are 18-wheelers. Please see below for the extra notes that were on your contract.

Extra Stop / Notes
The customer will get $20 FREE of packing materials.

Truck Capacity: The maximum capacity of our trucks are 1600 cubic feet. We are not responsible for cubic footage in excess of truck capacity.

3. On January 23rd you contacted us by email and asked us how much time the move would take to pack a 4 bedroom house and asked if we could change the move date. Our reply was that only to pack the house would be about 8 hours not including the loading and unloading.

4. We asked you a few times to call us because we needed to get some information and you always emailed us back that you can only talk by email. See email attached below.

"lets just keep the original day if he cant do the 28th or 29th or 30th. If he can do one of those days, please email me time. It is hard for me to use my phone at work on personal business but email is best.

Have a great day!!"

5. 1 day before the move you emailed us about picking up a fireplace from home depot in annapolis (35 minute driving time from your origin ).See email attached below.


"Good morning. I just wanted to confirm tomorrow at 9am. I also wanted to ask if the men can stop by the Home Depot in Annapolis at 145 Forrest Drive, to pick up a fireplace that is at customer service desk in the morning before they come to the town home. We pay them by the hour so is this ok? Also they will need plywood board to roll the dollies on the ground at the new house. There is a fence in the yard and a big gate but they will have to roll everything in and the ground will be wet. You can send someone out today to look at the house and any challenges that they may have. 22 Wilson Blvd, SW Glen Burnie MD . The fireplace will go in the basement."

6. Your sales rep explained to you that you must be present when we open the contract to sign the contract and order for service. When we arrived to annapolis in the morrning you were not there. When we called you from the office you said please take the fireplace and goto my house someone is waiting for your movers there. We explained to you again that we can not load anything on to our truck without your signature for insurance reasons.

7. At that point you said that the dispatch is rude and you can not leave your place of work to sign the contract. We offered you to cancel the job and then you said you would be at the home depot in Annapolis in 15 minutes to sign the contract. After 15 minutes you showed up and signed the contract. it was about 9:30 - 9:45 and the movers had been there since 9:00 am.

8. When we arrived at the house the only person there was the lady that cleans the house and she had no idea what was going on or what she needed to do we also found that you have about 2000 to 2200 cubic feet that we would need to load. About 600 cubic feet more than the list you provided us. We called you again from the office and told you that it would require another truck and crew or for us to make 2 trips. we then asked if you wanted us to continue to do the job for you.

9. At that point you sent us an email that you wanted to cancel the job.

"please cancel move."

10. This is the email that we responded to your request that we cancel the job.

"The estimate we gave you is based on the inventory list provided by you 1478 cu.ft.
On the order for services we mentioned Truck Capacity: The maximum capacity of our trucks are 1600 cubic feet. We are not responsible for cubic footage in excess of truck capacity.
When the movers arrived this morning we found out that we need two truck in order to move all you belongings.
at that point you asked to cancel the move.
Even though we arrived on time to provide you the service and move your fireplace from Annapolis to Odenton you will not be charge even $0.1 for this service just to proof you that we are one of the best moving companies."

11. We do not talk poorly about other moving companies. We only ask that customers check the BBB for themselfs to compare the reputations of the moving companies they are considering working with. We only provide a direct link to our profile on the BBB because we have a very good reputation and it is important to us.

Our BBB profile
http://www.dc.bbb.org/report.html?national=Y&compid=7004120

In closing We are trying to understand how can someone schedule to move a 4 bedroom home over the phone refuse a free onsite estimate and does not want to come and sign the contract in the morrning. From the other side we have been ontime at 9:00 in the morrning in Annapolis waited 30-45 for the customer to arrive and sign the contract, deliver the fireplace and did not even charge you $0.01 cent for the services rendered dispite that we worked for you for 4 hours. And on the contract that you signed we have a minimum of 4 hours or a $300.00 cancelation fee for canceling on the move date.

I hope that customers reading this can judge us by our reputation and the fact that we deal fairly with our customers even when they have complaints.

We can be reached at sprintvanlines@sprintvanlines.com if anyone has any questions regarding this dispute.