By the way, I happen to be a different Denise than the one who has already complained about this moving company on another site.
I moved in January. I was hoping to arrive on that last Thursday in January and was told by Jay and John this would be "no problem, don't worry". However, at one point I spoke to a very grumpy and unpleasant man named Rocky (?) who told me he didn't know why I was being told that because they can't guarantee a single date of arrival - that I had to give them a date and that the furniture would arrive between two days prior to that date and two days afterward. Still Jay and John assured me the last Thursday in January would be a guarantee.
I called them several times because I've never had movers before and had lots of worries, which they constantly told me were unfounded. My main concern was my dining room set, which is a good quality piece of furniture and had been refurbished for a pretty penny not quite a year earlier. They kept telling me it would be no problem, they are professional movers and take care of furniture all the time, that I didn't need to worry about wrapping it or anything, that was all included in the move.
Then unfortunately my car was seriously vandalized and was at the dealership for several weeks. This was only going to delay my driving to Ohio by one day (the last Friday as opposed to Thursday). I was told this was no problem, that if my furniture was not there Friday it would be there Saturday.
Ok, so it is the Monday prior that the movers come - Adam and another man. Adam was very nice and I watched their every move. They were very gentle with my furniture but told me I had to pay for the materials if I wanted them to pad my dining room set. I explained that I was told by Jay/John that they were professional movers and that was included in the move not to worry about a thing. So Adam and his partner complied and were pleasant about it. They wrapped my table but not my chairs, stating they would personally make sure the chairs would be safe.
Friday came and I got to my new place and I called the moving company. The rude man Rocky, who had originally been the one who told me they couldn't guarantee a date of arrival was now telling me that because I delayed my move by one day that they had to put my stuff in storage and that he had no idea when I would get my furniture. It took 7 days for my furniture to arrive. Again it was Adam and his same partner. Again I watched their every move and they gently unpacked the van. Adam apologized for the storage decision - that he argued with the company but they insisted, and Adam said it was not him that unloaded/loaded into storage.
Well one of my dining room table legs was broken and some of the wood finish stripped off (keep in mind this is very good quality furniture, not some junky crap from Kmart).in addition, each of my 4 dining room chairs had been scuffed or a piece of wood gouged out. This furniture was in perfect condition prior. Not only that but it was clear that whoever had loaded my stuff into storage (without my permission mind you) had thrown my belongings in there with no regard for it, as evidenced by crushed boxes, boxes upside down, etc. This is not how my things were loaded into the truck from the beginning.
Ok here is what has REALLY made me mad. They are total liars and are now telling me they are not responsible for my furniture because they didn't "pack" it and only things they pack are they liable for. This is totally different than what they told me MORE THAN ONCE on the phone prior to my move. Furthermore, they did "pack" it. I submitted a claim and whenever I have called them back I am either put on hold for 25 minutes (no exaggeration) or nobody calls back when I leave a message, or they tell me to call back in 2 weeks to check on the claim, but that doing so wouldn't help because their insurance company would contact me directly. I was told this SEVERAL times.
A few weeks ago I had finally had it and got very nasty and told them I would make complaints. Then all of a sudden they "found" the insurance claim and said the insurance company would only pay $40. Sort of funny, don't you think that all of a sudden the claim "appeared" because I threatened to make formal complaints. I continued to be nasty telling them the estimate for repair itself was $50, not to mention the cost of film & developing to make the claim. They then said, well we'll give you $60 but you have to sign a release saying that you will not ask us for money again. I asked to have the release form faxed (but did not sign it) and discovered it was not even from the insurance company but some bogus form they made up themselves. I spoke to someone named Brian or some such name the next day and demanded a copy of the insurance company's ruling. This person told me when I called twice John would mail it. I never got it, and when I spoke to John he said he couldn't show me proof from the insurance company. When I reminded him that I was told several times that the insurance company would contact me directly, he said, no that wasn't true. They have constantly changed their stories from the get go. I was nervous about them from the beginning but unfortunately I chalked it up to having to move in general. I bet they aren't even insured, and if they are there is no way in hell the company made the claim to their insurers.
By the way, i contracted this company through www.VanLines.com who while at one point said they would help me is now changing their tune as well and have been no help whatsoever.
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