First off I am sorry about the lenght of this report, but it details what occured between World Wide Van Lines (Darryl Lawson) and my wife and I. It was sent to them but we recieved no responce. IF you are thinking about using them please read this and maybe save yourself a lot of worry, money, and grief.
My wife and I contacted World Wide Van Lines after receiving a response to a move quote request placed with a e-mail site. This was for a move of our personal property located in Santa Fe New Mexico moving to Iron Mountain Michigan. This would be a difficult move as we were doing it long distance from the Republic of Panama. When we contacted you we gave you the particulars for this move prior to your commitment to us. We actually canceled a already scheduled move with another company because of the assurance's that your company gave us to these particulars.
They were:
1) We needed to have our personal property picked up in Santa Fe on the 28th, 29Th or 30th of November. This was because we had things stored at a storage facility and at a friends house. This friend is a school teacher and is not available during the week usually. We had made arrangements with you and her for those days. They were holiday days for her after thanksgiving. We had been assured there would be no problem at all with this by your company.
2) Delivery of our personal property would have to take place on the 9th or 10th of December. I was even agreeable to temporary storage if needed to make these dates. These dates would allow my wife to arrive in Iron Mountain from Panama and take care of personal business for a couple of days prior to the delivery being made. She arrived in Iron Mountain on the 3rd of December. Delivery was to be made no later than Saturday the 13th. This was because I would arrive on the 15th and she was leaving on the 14th to go to Green bay to pick me up on the 15th. We would not return to Iron Mountain until the 16th. The 17th and 18th we had a family funeral to attend and would not be available. Delivery after the 18th was an option given but one I was assured would not be needed. Because your company representative said that as outlined you could make the original dates set up in our original conversations.
Now the issues:
We are very unhappy with the way this transpired.
1) The pick-up dates came and went, and no contact with either Maureen or us over this weekend. Our friend stayed home from noon on the 26th a Sunday evening to the 30th with no phone call from the truck driver that they were not going to be there. This is very inconsiderate considering you had all phone numbers to get ahold of her. Both home and cell. We where told that the truck broke down.
2) We were then told that the truck was fixed on Monday the 1st of December and that pick-up would take place on the 2nd of December and that you had been in contact with our friend about this pick-up, and could work with her schedule.
3) I had not heard anything from anybody so late afternoon on the 2nd of December I wrote a e-mail asking what was happening. Darryl Lawson wrote back that the truck driver was in contact with Maureen and was working with her schedule to complete that part of the pick-up.
4) On the 3rd of December I had not head from our friend so I e-mailed Darryl Lawson and ask if things had been picked up and everything was on schedule for delivery on the 9th or 10th. His response was that everything is under control.
5) On December 5th I got an e-mail from Darryl that everything was fine and to call you so you could go over the details with me. I called first thing Monday morning the 8th of December, and at this time was told nothing had been picked up at all yet. I don't know about you but this doesn't sound fine to me.
6) On the 9th I sent an e-mail again confirming dates that were set forth prior to us contracting you about no deliveries on the 15th, 16th, 17th, and 18th. I also mentioned that loading on Tuesday and Wednesday the 9th and 10th would be cutting it close for delivery on Friday. I am wondering how, snow, roads, distance, truck breaking down etc. You assured me that delivery would be on Friday. But as stated Darryl knew the time frames, which were adequate if WorldWide Van Lines had preformed as promised. Later on the 9th I inquired to see if you were loaded at the storage facility and waiting on our friend to get home from school. At about 3 o'clock your time you replied that you were about finished at the storage facility.
7) At 9:30 on the 10th of December I sent you an e-mail to see if everything was loaded and on it's way and if you could give me an estimated ETA to Michigan for my wife. The response I got back was a urgent reply to call you ASAP.in our phone conversation you said I needed to wire $300.00 to our driver so that they could rent a trailer as the truck was full. When I contacted you I told you that this load was about 400 box's and some furniture, This had been packed for international transport but had been changed. That we had filled the largest u-haul truck one and 1/3 time to move it to storage. And still had a little bit of stuff at our friends. This was mentioned so that you would understand that it was going to require a pretty good sized truck to haul this. Also mentioned were ladders and a piano. I guessed at about 7500 to 8000 lbs. Because there wasn't in the way of furniture and no appliances. And as we talked about the actual move price would be adjusted by actual weight. I also stated that we placed this in storage two years ago.
8) We wired the money for the trailer as we had been ask to. I believe that as we had contracted with you this should have been your responsibility to take care of and adjust the contract if necessary.
9) Unbelievable as it may seem, your driver was in Iron Mountain on the morning of the 10th. But there was no trailer. Drivers told my wife that with a trailer they would have been overloaded and could not bring one. When I talked to the driver and ask about the $300.00 we wired to them he told me it was for gasoline costs. This is not what was agreed to.
10) The three hundred dollars and wiring fee of $29.99 was deducted from our total.
11) This has left some of our belongings in Santa Fe because of to small of a truck. Your rep only listened to the weight part and sized this to this he did not listen to the description of this load to be carried if he had there would have been a larger truck. Now to a couple of outstanding issue's
1) We paid $150.00 dollars to have a piano moved it was not moved. I have done this myself with a Penske rental truck along with the rest of our stuff you did not move. This $150.00 needs to be refunded for services not rendered. I have e-mailed your representative twice about this issue once on 12/29/08 and again on 1/2/09 and have gotten no response from him about it. This is very unprofessional and does not say much for your company.
2) Your not up holding your agreed upon pick up dates by thirteen days has cost me an additional $120.00 in storage fees at the storage facility. This should be reimbursed by you for this. At this time I again have to state that we are very very disappointed in this transaction with your company. I have moved several times considerable distances and have used several moving companies over the years. I have always been very pleased with both the service and attitude of these companies. I can not say this about your company it has been the worst experience I have ever had in this sort of venture. I feel that we have been lied to and deceived about what was actually going on with this move. I feel that the monies that I put forth to you in good faith was ripped off. I would also not recommend your services to anyone that I know or who would ask about moving companies to contact. I am also looking for an on line place with which to post my dissatisfaction with you for others to read. And last your representative was rude on a couple of occasions with our friend in Santa Fe. There is no excuse for this.
And lastly we have several items that are now unaccounted for. They are not big items but in total add up to several thousand of dollas.
There has been no responce to this e-mail. There has been no refund of over paid monies even thou Darryl said it would be taken care of, I have left several e-mails over the last couple of months about this matter to Darryl Lawson. There have been no replies to any cooripondence sent to them. Also calling does no good as they always want to send you to the person who you dod business with. You can never speak to a manager/owner about issues.
If I owned this business I would clean house and start over again. This is a totally unacceptable way of doing business.
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