I am writing this complaint as a result of the poor and unprofessional service that I have received with this company. When I initially booked with them I made them aware that I had a budget of $1500.00 and that State of NJ was paying for my move due to domestic violence. I explained this information to Esther and gave her my item listing and the original quote was for $1174.00 and after it was said and done the price went up to $2520.00 because I had to re pack stuff b/c of either how the picked up the containers and cracked them or b/c some the items packaging was unacceptable so the item count went up and I had to leave stuff that was in my original estimate. Not to mention that the truck they used was a 24ft budget rental truck, the movers came before calling, their shirts had Experienced Van lines and they started before I got there. I began emailing and calling Esther at Beckens to get this issue resolved on August 16. And she stated that she would get back to me with a resolution and if one couldn’t be made that I would need to change my delivery date. On August 17 she responded “Hello Monica, Sorry for not getting back to you yesterday. John is in charge of your file as far as payments. There were additional items and packing thus the difference. Please contact John at 718 676 4466 for further assistance. Best Regards, Esther“I then responded There weren't any additional items... The items had to be re packed... I am so disappointed in the service I received. On August 22 I emailed Beckens againEsther,
According to the movers on the date of the move and after speaking with Doreen at Experienced Van lines... I was told my items could not be delivered without an address and that this information needed to be provided before the delivery could be made. On wednesday August 17; Doreen called stating that a delivery address was needed and I told her that I would call her back on the 18th with an address but I needed the delivery date changed and she said ok... I called on the 18th and provided the information and requested a change in delivery date for Sept 11. I thought this was done after I made my request.
On saturday Aug 21 ; Josef from Experienced Van lines calls at 8:34 PM. To tell me that he was in georgia and would deliver my items on Aug 22 after 9 am. I explained to him that I spoke with Doreen and gave her my address and changed the delivery date and he said that his paperwork reflected no change and that he told them not to load it because it had no delivery address.
John called me on Sunday morning the 22nd stating that we had an issue and I told him yes because I had requested the change of delivery date and he said that Doreen has nothing to do with dispatch and that my items were already sent which I believe to be a lie due to my conversation with the driver... Anyway he proceeded to tell me that my items would be placed in storage near Columbus Ga and I would be responsible for picking up my items by renting a truck myself; this is unacceptable!!!
I called Doreen to clarify our conversation and she said I was correct that the date was changed and the address was entered. As she was placing me on hold I over heard her and someone discussing my items being sent without having an delivery address and then I was transferred to John again and he then said the items would be placed in a storage unit in columbus for 20 days and that they would not re deliver and when I asked how am I suppose to pay your company he said by putting money in our Bank of America account. I then asked where am I suppose to get this information and would it be emailed to me and he said it will be sent. Now my questions to you are: Is this how business is conducted with your company? I checked the quote and I am allowed 30 days free storage with re-delivery upon request am I not? Is it policy to put monies for balances in a Bank Of America account? Who is in charge of follow up on long distance moves? There was definitely a break down in communication somewhere and not on my part.
I need for my items to be re delivered on the date requested at no cost to me and if that cannot be done and I have to arrange this myself a financial adjustment will need to be made ASAP!!!
This move is becoming more of a horror show by the day and I will be filing a Better Business Bureau Complaint and with any other agency that facilitate my complaints. I then had to call Esther on August 23 in regards to my email and she stated that she had forwarded my issues to the general manager and to Jon. I received a call from a some lady that was trying to make me pay for re-delivery and trying to offer me some type of discount I refused and told her that I would be still filing complaints against that company for fraudulent and deceptive practices and for them bullying and threatening people with the loss of their belongings.
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