On May 21, my wife and I contracted with AVL Moving Systems (aka R1 Moving and Storage) to transport our belongings from Fresno, Calif. To Plainsboro, N.J. Our items were picked up in Fresno as scheduled on June 14. Our window for delivery in Plainsboro began on June 19.
On June 21, we contacted the company to check on the status of the delivery and spoke to Rich who informed us that he would call back later that day with a status update. After not hearing back from Rich in 24 hours, we called back and he informed us that our items had not yet left California. At this point, we called Jack, with whom we had initially finalized our contract and explained the situation to him. He informed us that he would look into the situation and get back to us. After not hearing back from Jack in 24 hours, we called him again on June 23. He said that our items were scheduled to be loaded on June 24 and to be shipped starting on June 25, and that he would call us to give us the driver's information and that items should arrive late the following week.
After not hearing from Jack in regards to the driver's information, we called Jack on June 29, and Jack transferred the call to Rich, who said that the driver's name was Sergey and provided us with his phone number. According to the records, Sergey had two stops, but the expected date of arrival would be July 5 or July 6, and that we were free to call Sergey at any time to obtain further details. After leaving multiple messages for Sergey over the next two days and getting no response, we sent an email to your company on July 1. Shortly after sending this email, we received a call from Raj who apologized but said that our items were still in California and that Rich had lied to multiple customers and had been relieved of his duties. Raj also informed us that our items would depart on Tuesday, July 6 and would arrive the following week. Because of the inconvenience, Raj informed us that we would receive a $30 per day credit for each day after the 14 days that our items were late.
On July 13, we spoke to Jack who informed us that the $30 per day credit had been approved and that it was being processed but would take a couple of weeks for us to receive it. He said to pay the driver in full when the items arrived and that a check would be processed and mailed to us.
On July 16, our items arrived, six business days after the 14-day window for delivery closed, entitling us to a $180 refund.
On August 9, we spoke with Accounts Payable at the company, and they informed us that this was the first they had heard of it, but that they would look into the situation and get back to us with the status of the refund. On August 11, we again spoke to Accounts Payable, and once again they replied by saying that they would look into the situation and get back to us. On August 16, we left a voice message for Accounts Payable explaining the situation and asking that they get back to us. On August 18, we spoke with Customer Service. They said that Accounts Payable was not in, however he would pass along the information, but could not guarantee that we would hear anything back.
We sent a certified letter to this company on August 24 requesting that we receive the refund by September 10. As of today (September 14), we have not received the refund.
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