In the beginning of Nov I contacted Progressive Van Lines about moving my things back to my home state of Michigan from California - my husband and I were separating. Surprisingly, they were able to arrange a pick-up of my things for a low price the next week. I talked to the representative who was taking care of me, Michelle, to get a quote for packing all of my things - not a whole house full, but the basics (videos, kitchen items, children's toys, home office supplies, etc.) To my shock, she said "No more than $200, that's a high quote, a maximum." I tried to explain "I don't think you understand. I need everything packed. I don't have access to boxes or any packing supplies." She assured me "Yes, yes I understand. No more than $200. We'll pack everything." So my extremely helpful parents faxed her their credit card information to reserve the move. I was given a Friday 11/12/04 or Saturday 11/13/04 pick-up day.
I was called Thursday, 11/11/04, by Theresa who gave me a confirmed pick-up for Friday 11/12/04 and that the movers would be there between 3 and 5 pm. I asked if they would have enough time to pack. She contacted the driver, supposedly, and was assured it would give them plenty of time.
The next morning at about 7:20 am I received a wake-up phone call from the driver. He was in town and wanted directions to my apartment from the expressway. When he arrived at my home, he said he wasn't aware they were supposed to be packing, but had ample supplies. We sat down at the dining table and he wanted me to sign BLANK documents, such as how many of each packing supply they used. I refused to sign until after they were finished and he was quite annoyed. They packed and loaded within 2 hours and were off with my things to another pick-up location before heading back to the main warehouse or whatever they're called.
The e-mail I received for an estimate states 10-14 days estimated time of arrival from pick-up date. The faxed contract with credit card info for the deposit states an estimated time of arrival of 7-10 days. I was told these were "business days" even though the drivers drive 7 days a week.
Around business day 10, approximately November 26, I phoned customer service at 1-877-493-4200 to see about delivery of my items since I had not heard from them for the 24-48 hour delivery notice. I was assured my items would be delivered the next week, they were running a little behind.
The week came and went with no phone call. Friday, December 3rd I called again and was told by a customer service rep that the "driver says Monday or Tuesday delivery." My Mom, beyond angry at this point, managed to get them to assure us a $100 discount for the delay.
Monday came and I had not received a delivery notice phone call. So I phoned AGAIN on December 6th. I was told by customer service rep Anita that 2 trucks had broken down and thus they were behind, and delivery would be this coming weekend. I grew angry and upset, and as I was about to complain about being kept waiting for my things while they expect a $300 payment for each day they have to wait for me to be available to delivery if I'm not home - Anita hung up on me. When I called back to ask her name and to continue the conversation, she hung up on me again immediately after giving me her name.
Today is Thursday, December 9 at 11pm. Tomorrow will be 4 full weeks since they picked up and packed my things and my 4 yr old daughter's things. I still have not received a delivery notification phone call for this weekend.
I do home-parties for work (crystal, cookware, etc) - all of my files, display items, business items are on that moving truck. My daughter's Christmas dress is on that truck. My personal files (tax return info, bank info, marriage certificates, divorce decrees, etc) are on that truck. Tresured photographs, my daughter's scrapbook, my daughter's bed and toys - all on the truck. And I cannot get an answer from them as to when I will recieve my things, where they are right now, or what is truly going on.
I am beginning to wonder if am ever going to see any of my belongings again. I've had sleepless nights, ceaseless crying, and sick stomachs wondering about my belongings and how to go about getting them back or getting through to somebody at the company that can give me real answers. My next move is to contact my local news channels.
Andrea
Livonia, Michigan
U.S.A.
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