We used Paul Arpin van lines to move from California to Florida in august. We looked into the company and found no complaints with the BBB (yes, I just read posts on this site about the BBB). Everything was fine until around noon, after we supplied lunch for 4 people. The driver received a call asking him to do another pickup. We had exclusive use of the truck and 22,000 lbs. He told me he couldn't do it, but about 15 minutes later, all of a sudden they went into overdrive and starting loading the truck at warp speed. They just threw things on the truck, ran or walked over things and had no regard for our belongings. They were done in 1 1/2 hours. The first half of the house in 3 1/2 hoursand the rest in 1 1/2.
After the dust settled, we found that they had left alot of items they were to take. We called the agents office and were told they would contact the driver. We called the next day, (saturday) and were told no one was there but this person (who admitted he didn't know anything) would call the VP at home. Never heard from them.
The delivery in florida was to a storage facility and we had to pay a $226 surcharge for that. The driver did not hire professional's, nor did he go to two other Arpin agents no more than 1 hour 45 minutes away. That morning on his way in he passed right by one of the agents offices, did he stop and pick up help? No, he waited until he got to w palm beach and then hired day laborers with no moving experience at all. I guess that even though their info and estimator say they only use professionals with many years of experience, it only applies until they get your belongings, and all bets are off.
First, you can't have your things until you pay in full. Second, I was still in Ca, and they wouldn't listed to my wife's concerns on how our items were being treated. Third, they have your money, so they don't care at all.
When I heard of all this, I called the corporate office to complain. After a couple of tries, I talked with Kim Darrow, claim agent. She was sorry about what happened and said she would get the left items picked up and shipped, she would contact my wife and get a couple of men to meet her and pack the storage units properly, not fragile items on the bottom and heavy items on top, like the "professionals" did. She also said the driver knows better than to use anyone but Arpin employees.
They would also inspect the items for damage and get it fixed or replaced. We paid for $75,000, no deductible, replacement cost coverage. The items were delivered on september 2. On september 13 these promises were made to me without me asking for them and that was the last time I talked with them. I have left 4 messages for them and they will not call me back. I have disputed the charge with the credit card company, but they are almost worthless. I will only pay these liar's when I have to, and then I will have to sue. They have rebutted the credit dispute, and say that if I send in the claim forms, they will handle it right away, because "dissatisfaction of any type will not be tolerated and corrective action will be taken were appropriate."
The whole company is full of liar's, people that don't do what they say, hire substandard labor, don't return phone calls, and are dishonest, lying, lowlifes.
By the way, the bill for the move was $15,028.89. They damaged, broke or destroyed 90% of our items. I spent 5 days restocking the storage units properly, looking at the destruction to family heirloom antiques, some of which is 200 years old. I had to pay another mover $3000 to move the items that were left, and reduced that by giving away or selling items at a loss. Next time, I'll do it myself and save myself the grief. Paul Arpin Sucks
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