We called National for our move from Washington to Texas. We were quoted an estimate of $1897.00 for our move. We put down a 502.00 deposit a month prior to our move.in that month, we discovered other companies that were less expensive.
I tried to call and get our deposit back on 8/13/02 (7 days prior our move date.) Our adjuster, Antonio Cortez, told us that our deposit was not refundable because it was the 7th day before our move date and it was too late. I tried to talk to the manager, Walter, and he told me that if I tried to dispute the charge they would send the bill to collections because he had a verbal agreement when I used the credit card. (I used my husband's VISA and we weren't married at the time. Legally, they were not supposed to accept it from me, but they did.)
They had sent us a contract to sign and return to them before the move. I had NEVER signed it or returned it. After talking with my fiance at the time, we decided we did not want to lose $502 and chose to stay with the company. We were told it would take 7-10 days from pickup to receive delivery. We also purchased $245 insurance policy that we were told covered our things if they were damaged. Antonio explained in detail that it covered all damages.
The movers from AY Transport arrived on 8/18/02. They informed us immediately that they would not take our 60" TV, leather couches, entertainment stand, mattress, box spring if we did not pay them to pack them. We agreed another $190.00 for packing. This brought our bill to $2372. We gawked as they ROLLED our big screen up the stairs because they were too lazy to get a dolly. After they left, we had to clean up the mess of cut boxes, and tape, and wrappers from the mattress covers, ect.
We left that night for Houston. We knew that our stuff wouldn't be here until August 28, so we stayed in a hotel from August 20-24. We got to our house and called AY the evening of August 28 to get an time estimate on the arrival. Amit informed me that we would not receive delivery until September 2nd or 3rd; and that it was really "7-10 business days."
On September 1st, my husband called to get another time estimate for delivery. The representative told him that we were in the computer to receive delivery September 12 or 13. At that point, Amit gave us a price adjustment of $125.00.
Amit also gave us the cell phone number of the driver. When my husband called on Sept. 7th, he was told that they would be here between 8-10am on Monday, Sept. 9th. We made the schedule changes to accommidate them.
They arrived at our house around 9:30am on Sept. 9. They demanded payment of cash or postal money order before they would start. I told the driver that we would pay as soon as the job we ordered was completed and our things were accounted for and inspected for damage.
He told us that if we did not pay first, he would wait one hour for payment, and if he did not receive it, he would leave with our belongings. We were tired of sleeping on the floor and paid the man $1500.00 in cash.
The first thing I saw was a box which contained my 19" TV, my english riding saddle, and a few other expensive things. It was completely destroyed. Not only was it smashed and torn, it was OPENED. I immediately loaded film into my camera and started taking pictures as EVERY box that came out of the truck was in the SAME CONDITION.
When they started to unload the big screen, I took pictures of how things were stored in the truck. Boxes smashed and torn, it was obvious they had no regards for anyone's things. I started taking pictures of the big screen and the driver started yelling at me telling me that if I didnt stop, he would drop the TV and leave with the rest of our things inside the truck. I stopped and waited until all was unloaded.
They unpacked the big screen (covered with cardboard and quilts to protect it) and it revealed a huge broken part of the plexiglass screen. I took pictures of it and showed them. It does not work properly. My brand new leather couch is worn on the arm. How? They wrapped it in quilts and shrink wrap. It should have been fine. I also took pictures of our entertainment stand, which a foot of the end is literally broken off. After all the pictures, I had used 3 rolls of film.
We immediately called Antonio at National and got all the proper numbers to start filing an insurance claim. The insurance company informed us that the policy we paid for only covered "catastrophic events happening to the truck, such as fire, explosion or collision." We started getting a little worried when Antonio denied telling us it covered all cosmetic damages.
I called AY Transport, and they told me that they are not responsible, and we had to go through National and Marsh Insurance (in CANADA). National told us that they have nothing to do with it and that we had to go through the insurance company and AY.
I have spent hours filing complaints with the Better Business Bureaus in Florida and California against both companies. I have yet to hear back from them. I will also contact an attorney to seek replacement and damages for our things.
Stacie
Houston, Texas
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