As detailed by extensive documentation, available on request, my complaints against Giant Van Lines fall into each of the following categories:
1. Failure to perform services specified in contract: They refused to do long-carry at destination, despite written promise from 'relocation specialist.'
2. Charging for 11% more services than were actually performed. Promised compensation, but none received 4 months later, despite repeated inquiries.
3. Charging almost four times the estimated price for packing (industry standard estimates are /- 15%) and almost three times a guaranteed price from a respected competitor. This is not a case of them not having sufficient information? We faxed them the complete inventory created by a Mayflower representative, whose weight estimate was within 100 lbs of the actual weight.
4. Delivery of goods occurred 50% later than promised (7 days)
5. Failure to respond to submitted claims for damages within promised timeframe (promised within 30 days, and they do not respond to repeated inquiries, 4 months later, they came up with a minimal offer described above.)
6. Transfer of my goods to a third party without my knowledge.
7. Damage and loss of goods during transit and storage
8. Unprofessional and rude staff. (e.G. Made unauthorized international call from my telephone, unable to communicate sufficiently in English to explain paperwork, ignored all attempts to resolve my disputes with them while they held my goods; goods held hostage.)
I have been through the company? S claims process and received no response, and have made every attempt to resolve the dispute with them directly, to no avail. After almost four months, they finally offered to settle for $488? Less than 10% of the expected amount, and less than 25% of the difference between their estimated charges for packing compared to their actual charges.
The 'relocation specialist, ' Casey Weyand, was very helpful, courteous and prompt until our goods were in their truck, then he started playing the stall game, and quit returning my calls. It took two weeks of calls while they had my goods to even find out where my goods were, and they were very evasive once I finally talked to them.
Owner, Gabe Suissa, never feigned common courtesy, responding to our inquiry about 8 day late delivery with, "scheduled for the 5th doesn't mean guaranteed on the 5th." Customer Service representative Karen Harrison has always been courteous, but also refuses to return calls, even when she's promised to call. Since recieving their proposed claim settlement two weeks ago, I have called several times and have never been called back.
Though I had intended to pay all charges with cash, the initial charge of $4,930 was more than double the expected charge, and I was forced to place the charge on the credit card.in addition to the charges posted to my card, the company required payment of an additional $2,314 in cash before they would allow the third party to deliver my goods.
I have carefully documented the entire process, including detailed logs of all attempts to contact the company. The documentation lists actual losses as well as valuations, and details our experience and interactions with Giant Van Lines. The owner of Giant Van Lines, Gabriel Suissa, admitted overcharging for 800 additional pounds they did not transport and promised $464 compensation on the 21st of July. As of this writing, and after many unreturned phone calls, I have received only $18. Thus, my total grievance against the company is for $6,585.39, excluding any punitive damages, interest, etc.
If you would like to participate in a civil suit against Giant, to help show that this is a consistent pattern of operation for this company.
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