April I contracted with Continental Vanlines for long distance move. I spoke with Jonathon Gracey to set up the arrangements. I choose Continental due to over 50 year history and testimonies about the company via internet. I called Jon when noticing on the contract he emailed they had not included any boxes in the quote. Jon was not in but I talked with female who was able to pull the contract up and found the boxes were listed on the original paperwork but for some reason was not showing for priting.
She updated the record and advised me they would send new contract. I discussed if there was a change in price because he did not include the boxes in the weight on the contract. She stated no but I should talk with Jon. The weight on the contract is 3773 lbs. On Monday I called Jon to verify that all updates were made and to check the weight of the load for pricing. Jon stated the weight would be fine because they always estimate over the weight. He stated he would email the update. (NOT RECEIVED)
I specifically asked Jon about the trucks that would be picking up & delivering my household items. I explained my need to make sure the company used their own company transport and Jon assured me they use their own trucks. My concern was making sure my items went on the company truck at pick up in Pleasant Prairie and delivered to me in Fallon Nevada. Jon also explained the driver would weigh the truck before loading and after loading.
Jon gave we the following options
Pick up 6/18—Delivery 6/21
6/20—Delivery 7/1
He explained someone would call 24 hours before pick up. On June 17 around 10am I received a call from a female stating the drivers would arrive 6/20 and not 6/18. I asked why the delay and she stated they give a window for pickup & delivery. I agreed to have them come 6/20 she also stated the driver would call before arriving. On Monday 6/20 my doorbell rang and it was the movers. I buzzed them in and I spoke with I believe he said his name was Arnon. His spoke english but I had a hard time understanding due to his spanish accent. He told me he had paperwork he needed to complete before they start the move.
So I completed all the paperwork but had a few questions because I noticed the price was different. I explained I had already paid a deposit of $890 in April so the balance and he stated I needed to speak with Continental about that and I said ok. I asked him if he weighed the truck and he said no but he could go weight and get a weight ticket before starting. I explained I wanted a weight before and after due to he weight change noted. My brothe followed the truck to be present for the weight and received the receipt. They returned and started loading. When loading was complete my brother followed them for the weight which came in over 1500 lbs less than they estimated.
After the truck left we closed up the apartment completed a few errands and started our travel to Nevada. We arrived in Nevada on June 22nd. I was not worried about the truck because they told me the truck would arrive the earliest date 6/27 and the latest being 7/1. I was ok with the timing. After I did not hear from anyone by the morning of 7/1 I called Jon to check on the arrival because I needed to meet the truck at the storage here in Nevada. I left numerous messages for Jon with no response. I called again and talked with Jackie who stated she would transfer me and Jena should answer. Well all I got was her voicemail so I left her a message. I continued calling and leaving voicemails but NO ONE RETURNED MY CALL.
I then called and spoke with Jackie and explained they were trying to locate the driver, she transfered my call to Tyler Robbins and I left a message on his voicemail for someone to return my call. I called back again until I was able to speak with Jon who apologized for not getting back to me and stated he was not in the office but would check and see what was going on and assured me someone would give me a call. Finally I received a call from Mike apologizing for the lack of communication. He states he would be checking into the whereabouts of my items and assured me he would persoanlly call me on Saturday morning. July 2nd. I advised him it was a holiday weekend and I needed to know when my items would be delivered. He again assured me he would personally call me Saturday morning. NO CALL RECEIVED
On Tuesday July 5th I called to speak with Jon message left, I called again and spoke with Jena Rogers who stated I do not have a delivery date. I requested to speak with her supervisor and she stated that was Shannon and transferred me to Shannon. Shannon stated my items were located in a storage in chicago at 3912 W McLean and the earliest possible date they would leave Chicago would be Monday July 11th and she could not give an arrivel date for actual delivery. I requested to speak with the company CEO and she atated they do not have one. I asked her who was in charge of this warehouse and she stated their was no supervisor and nmany people worked there. I explained to her my disapointment with the situation and that would would file a report with BBB, Nevada Police and call my lawyer.
I was so upset at that point I called my sister in law at work and expalined what was going on. She asked for the numbers to see if she could call and get a delivery date form anyone. She called me back after a few hours and stated thye pretty much said read the fine print they cannot guarantee when delivery could be expected. My sister in law and I continued calling to find out this company is not the original Continential Vanlines and has used this to gain customers who believe it is the original company. The gentleman also sated Continental never collects money from the customer until delivery. He appologied that I was exploited by this company.
7/7 Telephone calls have been made to every number I have for Continental Van Lines and all I am able to get is voicemail for Jon, Jacki, Tyler, Jena or Shannon. I have no idea what I can do to receive my items from this company. They have my entire life in a storage in Chicago and do not seem to care. Because I do not have items I need to function I have to spend more money. My son receives Disability payments and I could not change the account because I do not have the Payee Award letter that is in a locked storage cabinet they have. I also have a home based Resourse & Tax Service I am loosing money because they have everything from my office. I am really concerned because they have the personal information of all my tax clients also. Please can someone help me.
brenda *
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