United States Van Lines
Alvin Garcia Unable to get deposit back after attempting to cancel

I hired USVL to move me from VA to NY on 6/24/10. Alvin Garcia, move rep, gave me an estimate for the move (1,800). Happy with the estimate I hired them for my move. Before placing my $800 deposit I asked what would happen to my deposit should I need to cancel for any reason. I was assured the deposit would be refunded back to my account. I went ahead and paid the deposit.

6/28/10 I decided to cancel my move due to the military agreeing to do the move for free. I looked over my contract that was sent to me that I still had not signed and sent in because I wanted to look over all the details first. According to the contract in order to successfully cancel a move and get your deposit back the Company (1) receives written notice via certified mail and (2) receives notification by phone at 888-303-6711 (3) I must receive a cancellation number. All this must be done 5 prior to your move.

After reading this, I immediately called Mr. Garcia with my verbal notification by phone. I then asked who I could speak to to get my cancellation number along with my deposit of $800. He told me I would need to speak with Pauline however she was really busy at the moment and would call me back either that day or the next.

Around 5 PM the next day I still had not heard from Pauline. I gave Mr Garcia a call back and asked for Pauline's extension so I could attempt to get ahold of her directly. After receiving the number I called Pauline. I was sent immediately to her voicemail. I left a message with my order number, call back number, and reason for calling. I did not hear from her. Since then, I have left her a message every day for 4 days nows.

6/30/10 I decided to call customer service to see if there was someone else I could speak to. After being placed on hold for a good 10-15 minutes I spoke with a service rep who informed me that the only person who could help me was Pauline. She said nothing else could be done for me. I asked to speak with a manager. I was told the manager was too busy and to leave a call back number for them to call me.

Today is 07/03/10 and I have not heard back from Pauline or a manager. According to the contract 07/12/10 is my deadline to speak to someone or I lose out on my deposit.

I am not sure what course of action I need to take now. I have documented everything including sending Mr. Garcia and email the same day I called to inform him of my intent to cancel the move.

Company: United States Van Lines
Country: USA
Phone: 18882197171290
Site: unitedstatesvanlines.net

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