8/6
I am writing this letter to tell about my experience with Expediant Van Lines during my move from MA to PA.
I would not want anyone to go through the experiences I have gone through, during a process already difficult per se, i.E., moving. I think it is a total rip-off because not only they quote a different price and you end up paying (37%) more than the quoted price, but most importantly they impose so much economic and emotional costs on you that you get a horrible and traumatic experience in return for your payment.
First of all, company does a very poor job of informing you what to expect in terms of costs, not only their documentation is written to deceive the eye, so that you would not see the small fonts, but they never tell you in person on the phone, even though you ask them. Second, and may be most important, they do not send the confirmation e-mail which includes such information, till the last minute, i.E., one day before the move, which is too late to cancel the service, and say, oh there was something wrong with their e-mail.
Second, the movers were never on time. On 7/30, I was called by a dispatcher who said movers will come in the morning of 7/31 between 8 am and 10 am. They didnt; I called to figure out what is going on and the dispatcher told me that they are on their way and will be at my place in MA around noon, and he gave me the drivers phone number (who is also the foreman) so that I can learn his whereabouts. I called the driver to only learn that he is scheduled to come on the next day, on 8/1.
Then I called the company again, and company said, oh no, he is on his way, there was a mechanical problem with the truck Finally, the truck arrived at 4:30 pm. 6.5 hours later than I was told. This inconsistency of information between the driver and the company unfortunately were the harbinger of more, larger problems to come in my moving.
The company tried to charge me for the extra pick-up, which I had already settled with the company. I then again had to make a call to remind the offer.
One of the staff members got $200 from me to do the stairs, and the long haul way from the door to the truck, and said he would also do the stairs on the other end, in PA. Once my stuff came, he denied that I paid him for stairs, and did not want to do it. He said I do not remember you paying me anything I had to remind him that I wrote him a check, and can ask for a copy from my bank to prove it if need be, then he unwillingly did it.
The attitude of the moving team was unacceptably unprofessional, and almost to a degree of sexual harassment, such as asking if I am single, what is my phone number, and etc. Despite my warnings to the staff, that I do not feel comfortable with such comments, they had continued to keep at it, and even respond in a way that made it worse, such as why not, you will never see us again you can feel comfortable. Some of the staff members even offered to give me a discount if I had smiled in return, and wont be charging me extra. This is unacceptable behavior, and I am sure you can understand that on the day of the move, it is very hard for someone to fire the company (but I wish I had) so I did my best to deal with them, which is basically keeping mostly silent, and praying they would do their job and leave.
This was one of my most frustrating experiences in this country. But unfortunately these are not the only things that caused my frustration with the staff and company, these were only the harbinger of worse news in the days to come.
On the day of the delivery on August 3rd, I was again told that the truck will arrive at noon, and again it arrived at 7:30 pm. This time it was a different truck than the one that came to pick up my stuff, and most everything in the truck was a mess; they had changed trucks and unloaded my stuff and loaded back again into another truck.
I have had many missing, and broken items, among them my bed, sofa, a nice leather office chair, kitchen items, lamps. Some of the furniture is so neatly broken that it made me think they might have done it on purpose so that it would fit the truck better. Also, they had disassembled my furniture but lost the screws.
In my complaint and claim process, they never return my calls; whenever I call them, I can never get through a person of responsibility, and they never call / contact when they say they would.
As you can imagine, moving is already a stressful process per se, and no one, but no one needs these extra frustrations.
Jane
Lewisburg, Pennsylvania
U.S.A.
0 comments