This is a copy of a letter sent to Stevens Worldwide Van Lines, undoubtebly the worst moving company within the U.S.
I would appreciate hearing from others who have had experiences from hell with Stevens, within the U.S.
Mr. Michael Ross
Stevens Worldwide Van Lines (also known as Bekins)
327 Morley Drive
Saginaw, MI 48601
January 17
Dear Michael:
After our discussion over the phone and your requesting a letter as to the incidents that occured in relationship to my "move from Hell, " I herein will attempt to describe this horror story.
First, as you know, I had my property in storage since May, 1995. The cost to store my possessions was over $19,000.00. I was told from the outset that my property would be stored in sealed containers maintaining the existing quality of the furniture. Upon receipt of this property, I found many, many pieces of furniture to have been effected, evidently from being stored within poor elements to the point of never being able to be restored by either repair or restoration.
Second, I will attempt to describe my efforts to have a proper date for the move to take place. When speaking to the warehouse manager at the Bedford Heights, Ohio location where my property was stored in late November, I was told that he would have to research the date I could have my property moved to Beverly, Massachusetts.
I had to make several phone calls to this location to effect an actual date. I was first told that the date would be between 12/3/03 and 12/5/03. Based upon this information, I signed a lease with my current landlord starting on December 3. I heard nothing further until I phoned the Ohio warehouse and I was told by the warehouse manager that this warehouse could not find a driver, so the date was changed to 12/8/02. The delivery of my property was to be at 8:00 A.M. On this Sunday, 12/8/02.
At 11:00 A.M. On this same day, after having slept for four days on the floor of an empty apartment, I received a phone call from the driver of the van, still located in New York State, having never left his prior location. He sounded as if he had just awakened and he stated that he was too tired to make the trip. He also mentioned that he and his wife were visiting family for the holidays, somewhere in NY State. Needless to say, by this time I was quite upset. He also stated that he was through working for Stevens Van Lines upon the completion of this trip.
On 12/9/02. I received another phone call from the driver stating thta the vehicle had broken down and that the mechanical shop did not have a part necessary to repair the problem. He also stated again, that he was quitting this jbo because of this complete snafu of a move.
I made a phone call to the Bedford Heights location and I was told that they were not aware of any problem, as the warehouse manager believed I had already received my property. I complained and the warehouse manager stated that he should have made the trip himself, and he had to hire an outside driver to accomplish the task. Again, every contact to Stevens was initiated by me, as if no one within the organization wanted to deal with this dilemma.
I was then promised delivery at 7:00 A.M. On 12/10/02 (a week after living in an empty apartment, sleeping on the floor.
12/10/02 arrived and I was up early, checking for the truck. There was no sight of the driver and truck until 9:00 A.M., when I forst observed it sitting in front of my building. I assumed the driver was waiting for one of his local helpers, as I had been told by the warehouse manager. An hour passed before I went to the truck looking for the driver. I was told by one of the helpers that the driver was at the apartment complex office across the street from my residence.
Upon enetering the apartment complex office, I saw the driver and apparently his wife in the office. I asked him what the problem was, when he stated that he did not know the address of my residence. I asked him why he hadn't called the home office or warehouse to ascertain this information, and he shrugged.
Finally, the driver entered my apartment and stated, "Give me the check, " without so much as an apology.By this time I had just about enough of this driver's attitude, both over the phone and now ion person. I told him that I would certainly show him the check, but after this complete disaster, I would not give him the check until the property was in fact, delivered. The driver immediately stated that he would be leaving my property.
We exchanged words and he proceeded toward me in a threatening manner, while his wife had to grab him, restraining his attempted assault. He kept swearing and making threatening gestures, and I instructed him to leave my property. He finally left the property, escorted by his wife, and I immediately phoned Stevens Van Lines to complain of a threat from the driver and to state that I was about to phone the police.
I finally reached a Mr. Breen at the Stevens Office and explained the alleged threat from the driver and he stated that he would deal with the situation. I hung up the phone and waited for an hour for a response. Mr. Breen called back and asked me to go to the men waiting outside the apartment building to tell the driver to phone the Stevens Office, as there was no way of contacting the driver from the office.
Evidently, Mr. Breen spoke to the driver and then phoned me to tell me that there would be no further trouble from the driver. He stated that the driver would remain outside the premises during the delivery (I might add that the wife also remained outside the premises as well).
The driver's two helpers began to bring the property within the apartment. During this time, I went to the front door of the apartment building and observed the driver throwing property from the truck to the pavement. The driver was laughing to his wife and helpers. When he finally observed me at the front door, he made a statement that he had his way of getting even with me.
I stood listening to his crude comments and said nothing. I returned to my apartment. The two drivers helpers continued to bring the property into the apartment. As I was checking off inventory numbers, many of which did not match the actual pieces of furniture, I began opening several boxes to find items, not just broken, but shattered. I brought this to the attention of one of the younger helpers, and he stated that I would have to file a claim within ninety days.
Every time I had a problem, I had to phone Mr. Breen and he in turn would have to contact the driver, yet there was no method of coimmunication. I once attempted to give my mobile cell phone to the driver's wife outside the building as Mr. Breen had requested and she refused the phone, gave me a dirty look, mumbled and walked away from me.
Third, the driver's helpers had no tools to put together furniture, and when I once again phoned Mr. Breen, he told me that they did not have to put the furniture together, as they were not the movers who took it apart. I personally assembled all furniture.
Fourth, the helpers were inexperienced in moving large furniture, and when they could not correctly lift an entertainment armoire without my instructions. At first they said the armoire would not clear the ceiling height, because they wer raising the piece from the side rather than from the front of the piece.
The helpers were quite embarassed when I had to show them the correct angles and height. I thought this was ridiculous.
Fifthg, the attempt to bring in my baby grand piano, which was a complete disaster. After an hour of these gentlemen trying to bring the piece in the stairwell without the proper rigging equipment. One gentleman was actually using a winter clothing scarf to hoist the piece rather than any strapping.
The youmg helper finally came to me and told me that they could not bring the piano up the 8 steps. I requested that he and the others bring the piano down four steps to the back hallway, so that the piano would not block other tenants from entering.
The young helper checked with the driver and the driver refused. I then phoned Mr. Breen, who told me he would make this request of the driver, yet he told me that Stevens was no longer responsible for the piano, except to recommend another service in my area.
Needless to say, Mr. Breen never made contact with the driver, and the piano was left in the fron door hallway, blocking tenant's access to the stairwell and mailboxes. I left a note to the tenants appologizing for this intrusion. The driver and helpers simply left the premises without notice. I spent $192.00 for another local moving company the following day to move the piano upstairs and into my apartment within 30 minutes.
I explained the previous day's attempt by the Stevens Crew, and the local mover was laughing when he saw the makeshift scarf left on the piano where straping should have been utilized. He could not believe how incompetent this group from Stevens truly was. He also inspected the damage to the piano caused by Stevens Crew. They also assembled the unit correctly and the local mover believed that the Stevens Crew would have destroyed the piano had they attempted to assemble it.
I proceeded to once again phone Mr. Breen and I stated that I was totally disgusted by the unprofessional driver, his poor performance, and the crews inexperience, and that I would probably have to file a lawsuit against Stevens Van Lines. He stated that this was my prerogative.
I stated that I wanted to speak directly with Mr. Morrison Stevens, owner and officer personally to describe this move from hell. Mr. Breen stated that he would pass on my complaint.
I never again heard from anyone from Stephens Van Lines. I no longer existed, and no one wanted to resolve this very serious matter.
I have since contacted my attorney, and we believe we have a very good case in bringing a lawsuit.
We believe Stephens Van Lines was negligent in the care of the property during storage, negligent in the responsibility of delivering the property in good condition and negligent in performing a service that should be reasonably expected within the moving industry of one's personal property.
I am attaching the claim forms of actual damage of property, missing items and the approximation of the cost of ectreme aggravation and personal costs. (currently estimated at $15,000 in damages. This figure was not included in this letter.)
Should the amount of damages not be accepted, I will advise my attorney to pursue remedies within a civil court to include punitive damages and attorney costs.
I am also forwarding a copy of this letter, along with my claim to the Bekins Parent Company at Hillside, IL.
Sincerely,
RHB
P.S. I have recently reviewed Stevens Van Lines WEb Site to find the flowering words of the Organization being a 98 year service company with vast experience to ensure that "Our Customers Get Treated Right" with a strong commitment toward exceeding customer expectations.
"Our name and reputation, based upon public recognition of quality and integrity, dedicated to excellence."
I am also forwarding a copy of this letter to the AMSA (American Movers and Storage Association) where I believe Mr. Morrison Stevens Sr, currently resides as Chairman.
I believe I have the ability and fortitude to pursue this matter to ensure my treatment as a customer is well documented before public purview, to avert other potential customers from such horrendous treatment by Stevens Worldwide Van Lines.
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