In Early July, I planned a job relocation move from Pennsylvania to Colorado. I set up an in home estimate with Michael for July 19.
On July 19, Michael arrived to my home and I explained that I would be taking partial contents of my 3 bedroom home to a @nd floor apartment in Colorado. I clearly specified the items that were to be transported. Michael prepared an estimate of 2800 pounds at the rate of. 60/pound ($1800).
In addition to the written estimate, Michael wrote in additional points: free boxing of 2 televisions, container costs free, box large bedroom mirror free, reimbursement of 15 shipping boxes provided I supply the receipt, and cap of weight at 3200 pounds. Michael was steadfast in his quote based on the items and said that there was no way my items would go over 3200 pounds.in addition, he explained that his company would be the company to complete all parts of the job from loading/disassemble and pickup to delivery, unloading and reassemble of items. I should expect delivery in 5-9 days. I informed him that I would be prepared and have all small household items boxed.
Michael informed me that 50% of the estimate would need to be paid upon pickup and the other 50% would be paid after the job was complete. He did not specify a form of payment. Michael provided me with a copy of the "Rights and Responsibilities When you Move" booklet and told me to call him if/when I would like to offer the job to his company.
After requesting a list of referrals and speaking to a few, I called Michael and scheduled a pickup date of August 1.
On August 1, a truck arrived (1 driver and 2 others) within 20 mins of specified time. The individuals entered my home and I was asked to provide demographic information on the bill of lading as they began to load items on to the truck.
I pointed out items that were to be left behind and had most items organized into 3 rooms. When the truck was nearly packed, I was told that I would need to pay cash for the amount due. I replied that I was never informed of that and I was not prepared to pay cash.
The driver made a phone call to Gregory who suggested that I leave my home and go to the bank. When I told him that I would not do that, he said that the men would go with me to the bank when they were finished. I requested an alternative form of payment and was told that, if I wrote a check, it would delay my delivery by at least 10 days. It should be noted that Gregory's English was broken and he was extremely difficult to understand. He appeared to get frustrated when I asked him to repeat himself or to explain something to me.
As the truck was fully ready to go, I was told that there would be an additional $120 for packing and containers. I showed the driver the estimate stating that I would be reimbursed for boxes and he deducted $70, still charging me $50 for packing of items?
I was confused and he was reluctant/unable to communicate exactly what the 'packing' charge was for. I asked about following him to the weigh station and was told that he would be going to NJ to do that. I was unable to commit to the drive time necessary to accompany the truck. I remembered that, in my conversation about the estimate, that Michael said it would be nearby and that I was expected to follow the truck to observe the weighing.
The truck followed me to the ATM machine where I withdrew $950 in cash and handed it to the driver. I was pressured by him to provide tips to the men who were with him. I told him that, given the unexpected cash payment, I was unable to access any additional cash from the ATM machine. He told me that I could add the tip onto my final bill. He said that he would call me with the weight later that evening.
Within a few hours, the driver called to inform me that the weight I would be charged on was 5380 pounds at the cost of $3278. Because I was led to the company via a friend who had also planned to use them, I was offered by Michael a 5% discount. I was told that my bill would be $3114 minus the $950 that I paid in cash that day for a delivery balance of $2164.. Cash only.
On August 2, I placed 2 calls to Michael to discuss the large discrepancy between the estimate (and the cap of 3200lbs) and the weight I was told. None of my calls were returned.
On August 3, I called 888-726-6683 to discuss my concerns. I questioned the discrepancy between the estimate and stated cost, the payment method, referred to page 14 of my rights to point out the language of a "cash equivalent" as an alternative to cash, and communicated that, upon delivery, I would exercise my right to pay 110% of the estimate and expect a bill for the difference in the charges.in addition I requested a reweigh. Gregory spoke over me throughout my conversation and eventually hung up the phone in the midst of my communication to him.
Minutes later, I called back and Gregory asked me to hold on. The call was again disconnected (could have been my cell reception?)
Minutes later I called again and I reiterated my intent to exercise my rights as outlined in the booklet. Gregory replied with a statement that a reasonable amount of time to expect delivery of my items would be three to four months and hung up the phone without allowing me to respond.
Minutes later, I dialed 800-624-5313 hoping to speak to someone besides Gregory. Carl answered the phone, heard my concerns about speaking with Gregory, and said that Brenda from billing would return my call within the hour.
I allowed well over an hour before calling again. Brenda answered the phone and told me that she would call me back when the dispatcher arrives. She said that it would not be 3-4 months for delivery and that cash was the only acceptable form of payment. I expressed my dissatisfaction with my previous attempts to communicate with Gregory that morning and was highly insulted that he would hang up on a customer who was merely seeking information.
Later that afternoon, Gregory called me. He said that he wanted to work with me, he did not mean to hang up on me..."but that's just business". He offered me an additional $400 discount and said that I could expect delivery on August 9. The amount expected at delivery would now be $1750. Despite being offered a "discount", I continued to request a reweigh of the truck to verify the weight of my items. Gregory could not clearly explain a reweigh to my understanding, Brenda said that she didn't understand how it worked, She attempted to translate Gregory's words and indicated that my items would need to be moved to a different truck to be weighed, it would incur additional charges to me, and a delay in shipping.
ON August 7th, I called Brenda to confirm my delivery of Wednesday, August 9. She said that the driver would call me on Tuesday to let me know what time he would arrive on Wednesday.
On Tuesday, August 8th, I receive no communication from anyone in regards to my deliver. I called Brenda and asked her to contact my driver. She said that she would and either she or he would call me. No further communication occurred.
On Wednesday, August 9th, the day that my items were scheduled to arrived, I called Gregory at 9:30 A.M. He said that he did not have my paperwork or my drivers information, asked me to call back at 3:00. I asked him when my items would arrive. He replied, "Maybe today, maybe one or two days". I asked him to provide me with the name and phone number of the owner or officer of the company. He refused to give me any information besides the name Alex.
In an effort to speak to someone besides Gregory or Brenda, I attempted to call Michael Holt. I got a name and phone number from the listing on the Better Business Bureau website. This number led me back to Brenda. Gregory took the phone and gave me the name and number of my driver - Sergio - 786-200-1399.
I called the number and spoke to someone? I told them my name and location. His only response was "12 hour" - It was clear that there was a language barrier.
Within a few minutes a woman by the name of Julia from Apollo Van Line called me to say that Sergio, my driver, was in Louisiana and that my items were scheduled for Saturday, August 12 delivery.
She said that driver would call 24 hours in advance. I called on Friday to confirm delivery date. Julia said that delivery would not occur on Saturday but would occur on Sunday 8/13 between 12 and 4later 2 and 5later 4 and 6 pm.
Upon arrival of van 8/13 at 4:30& I attempted to exercise my right to pay 110% of non binding estimate (1980 dollars = 1800 estimate plus 10% - 180 dollars
1980-950 (prepay) = 1030 on delivery with expectation of bill for remainder.
The driver told me to call Julia and refused to begin the unloading of the truck. I referenced the rights and responsibilities as provided to me upon estimate. Julia had NO knowledge of such document or information outlined. "My company does not do that! This is not the way we do things.
I don't know what you are talking about?"
I was told that if I did not pay the full amount, the drivers would drive the items to a storage space and I would be responsible to pay the cost incurred. She told me that her driver, van, and worker were not affiliated with Security and that I would need to contact Security to discuss. I told her that I had attempted to call them and was unable to connect.
I paid 1750 cash to have items unloaded from truck. Meanwhile Gregory left me a voice message stating that he heard that I didn't want to pay and that his drivers could just take the items back to New Jersey and I would pay for that.
After a few minutes of unloading items from the truck to the driveway, the driver requested additional $75 for second floor delivery. I told them that it was communicated upon estimate that the move was to second floor dwelling. Once again, we connected with Julia. She told me that she did not know that it was a second floor delivery and that I would have to pay $75 cash to the driver. I adamantly refused, she said the driver would do it for $50. I told her that I would not be giving any amount of additional money and that the job needed to be done.
After a few minutes Julia called back and told me that her company would waive the fee. She asked to speak to Sergio to communicate that information.
My items were unloaded and brought to my second floor apartment. I immediately noticed that some of the wood furniture pieces were not wrapped with anything and saw major damage as a result. I noted damage on a piece of paper and inspected items as they came off the truck. When the delivery was complete, I asked to note the damage on the inventory list. Sergio asked me to show him damaged items and began to excuse it. I again requested to document the damage and eventually he turned over the inventory list where I could note my observations. I took digital pictures to support my notations.
Upon inspection of the paperwork (weigh slip), I cannot find a date for the weighing. There is clear indication of the use of white out on a part of the page. There is also suggestion that the paper used was posted to a bulletin board multiple times as indicated by holes where a tack was placed. I question that these weight documents were authentic to the weight of my items. It appears, rather, to be something that was pulled off a wall and used over and over again.
This morning, August 15, I called the company to discuss how to file a complaint. I was asked for my mailing information and told that a claim form would be in the mail.
Up to now, I believe my rights have been breached at every step:
— Failure to come within reasonable boundaries of the estimate
— Failure to communicate payment information
— Failure to explain/prove charges
— Failure to comply with request for reweigh of items
— Failure to provide communication regarding delivery date/time
— Failure to complete the job within the company (Security
Picked up - Apollo delivered - I did not authorize a change)
— Failure to treat me in a customer service related manner
I am intent to file a claim for the damaged goods and expect fair compensation and/or refund for repair and/or replacement. Given the record of this company's unwillingness to communicate in a clear manner, and the anecdotes that I read about on this website, I'm not optimistic that my concerns will be address to my satisfaction.
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