On June 6 I received a quote from Transport Moving Services for a small move from Virginia Beach, VA to Austin, TX. On June 8th, after some negotiation, I accepted the company's bid, signed and faxed the contract to Novelette Williams the following morning. Pick-up was scheduled for 06/30, but when I called to reconfirm and try to get a time frame, all I was told was that it was scheduled for the 30th. When I finally did get to speak to their dispatcher, Mike, I was told the driver would contact me directly That same day, a day before the scheduled pick-up when I still had not heard from the driver, their dispatcher informed me that the job was so small that the company would rather not handle it. He also told me that for that reason, any additional inventory would be transported at $4.25 per cf, not at the $3.80 per cf quoted me and that driver would arrive at my son's storage unit in Virginia Beach between 7 & 9 AM on the 30th.
The driver did contact me the morning of the 30th, saying he had just been given my number and to tell me he would arrive in Virginia Beach around noon He arrived at approximately 3PM. I understand there may have been traffic issues, but a 3 PM arrival vs. 7 9 AM or even noon seems inexplicable and inexcusable. The driver's late arrival also caused my son's delayed departure from Virginia Beach, putting him on the road for an 18 hour drive at 6 PM. Furniture was loaded onto the truck without padding and apparently transported unprotected.in addition, the driver calculated the additional cf of inventory at $5.50 per cf, not the $3.80 I was quoted, nor the $4.25 Mike said we would have to pay.
Several days later I received a call from Mike saying the storage facility they normally provide had water damage and he did not want to store the furniture there. I appreciated that. He also asked that I arrange for storage in Austin, TX saying I should deduct the first month's storage rent from the final balance due. I then personally arranged for storage. I faxed storage information to Mike with a copy to Novelette (who made the original quote) on July 7th, stating when someone could be there to meet the driver.
The afternoon of July 11, the delivery driver called me. He said he was in Dallas; could deliver that evening. My son was in Austin job/apartment hunting as it happened, but with that short notice of delivery, he had no available means with which to pay. I was told the driver couldn't deliver until payment was arranged, so I wire transferred funds (at a cost of another $71 to me) the balance of $850 that Avi - Bensusen agreed to.By the time all of this was straightened out (because no one from their office would call me back) it was too late for the driver to get to the storage facility (from Dallas) before it closed at 9 PM. He promised me he would be there by 6 AM the 12th and he was.
My son ended up having to pay for a motel room the night of the 11th (an additional $40) so someone could be there to meet the driver the morning of the 12th. The furniture appeared to be transported unprotected a second time and has been badly damaged. I have filed a claim for said damages per Novelette's instructions.
On Monday, July 25, I called the company to arrange for the free delivery to final destination and requested the service for Aug. 6.. As of Friday, July 29, I had not received the confirmation call I was told I would receive, so I called again. I was then told that because the storage unit was mine and not theirs (at the company's request), and I had paid the balance due agreed upon for the move (because the driver wouldn't deliver without payment), and filed a claim for damages, the storage unit was considered as the final destination! I have made other arrangements at yet another $200 cost to me.
The company's treatment of this job was extremely unprofessional and their business practices unethical. If the job was too small, why didn't they say so up front??? I certainly hope no other unsuspecting individual will rely on this company's purported services.
I have registered complaints regarding this company with the following:
Consumer Services Department, Miami-Dade County,
140 West Flagler St., Ste 903, Miami, FL 33130
Florida Attorney General,
PLO-1, The Capitol, Tallahassee, FL 32399
US Dept. Of Transportation, FMCSA,
Office of Enforcement and Compliance
400 7th St. SW, Washington, DC 20590
BBB Southeast Florida, 2924 N Australian Ave,
West Palm Beach, FL 33407
Kate
San Antonio, Texas
U.S.A.
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