To: [email protected]
I write to formalize my complaint about the services of your moving company. Frankly, this is the worst move I had in my 21 years of work experience. I had moved 8 times in connection with my positions with Fortune 20 Companies in the United States. But, I never encountered such an operation that misrepresents services and lack of professionalism. I also feel that I was charged way beyond the amount that was quoted because the real procedure for the move was not fully explained to me and was misrepresented. Union Express Van Lines with Main office at 1868 N. University Dr. Plantation, Florida 33322 Tel (1800-261-6731) Website www.UnionExpressVanLines.com quotation was initially from $3,900 with coupon discounts to a final amount of $14,500. While I understand that quotations are merely estimates. I was unpleasantly surprised that the final amount turned to be $14,500.
Background:
1. From October to November, I obtained moving quotations from 3 different moving companies (I kept the quotation from 2 other companies that came to the house and surveyed my stuff). I chose Union Express Van Lines because I was assured that a). Union Express Van Lines trucks have all the packing materials inside the truck to pack even my most delicate items that I am not able to pack away including crating; b) Union Express will send at least 4 people to help with my packing and moving; c) My things will all be in one truck and that Union Express Van Lines does not operate as 2 Men and A truck type of operations.
2. Since November 21 (before Thanksgiving, I called-up Melanie 4 times asking for a return call to reconfirm the procedure for the move and contents of my stuff, but, unfortunately, she never returned my call. I felt that after I had signed up there was no assurance of how many movers will show-up at my doorstep and whether or not they truly will bring enough materials for the packing that are still needed.
3. When Charon (the driver) and Ron arrived on Nov. 30th Sunday with a Ryder truck, at about 11:00 AM, I just realized they were not the type of movers who were described to me. One of them, Ron was just with the company for 3 weeks. He cannot even speak English at all. I doubt even, if they are both legally authorized to work in the United States. I inquired if there are other people joining them to pack my stuff and they said nobody. I was further assured and chanted not to worry because they can finish the packing in a day. From my past moving experiences I knew this was not possible at all. But they said they could do it and I should not worry. I kept asking for the final price of the move but Charon kept postponing and saying he would not know until everything has been packed away. I knew the materials they brought were not enough and were mostly bubble wrap (very expensive too). They did not bring any paper at all for the china and plates. Also, there were no crating materials for my large mirrors that need to be protected cost effectively. Due to insufficient materials, for instance, they would just pour contents of my drawer in a box without wrapping them with paper first to avoid potential damage from transport while in the box. Likewise when it was time came to pack away the plates, china and glasswares, they were running short of bubble wraps and had to scrounge for the remaining papers from my past moves. So, I had to personally drive 15 miles and buy bubble wrap from Office Max. I also had to help them pack because they were running out of time and since they could not handle the packing and moving at the same time. For 2 days I was also packing stuff myself. Since I was alone in the house, I was concerned about them having to stay in my house when it started to get dark. Since they arrive after 10:00 AM, they wanted to work past 7PM and into late evenings. I told them I couldn't stay with them beyond 6:00 PM because its dark and I am tired from helping them pack too. Packers from my previous moves came in at 8:30 AM and left no later than 5:30 PM with 20 minute break each at lunch and in the afternoon. While Charon and Ron were accommodating, I found Charon quite rude and yelled at me several times because I was so unhappy with the way they were handling the packing of my fragile items. They were just dumping fragile items into the box without proper packing support.
4. When it came for the final cost of the move, Charon was trying to cut me a deal if I would cooperate. Charon was also asking for a 5% gratuity, and he would discount on the materials. Also, he alluded to not try to verbalize my complaint to his boss. Lastly, he said that if I am so unhappy, I should just give the company $5,000 and we can just forget everything and I can get another mover. This is certainly not an option for me. Each day, he could still not tell me the final cost of the move. Then, came the final transaction. I felt like I was bargaining for a car. Again, since most of my things were already moved out into the truck in Cincinnati, I had no option but to be diplomatic with what appeared to me like a bit of a shady deal.
5.in this move there were items they missed in loading the truck. They also left behind my 7 1/2X 7 feet rug and some bathroom decorations. I had no option but to leave those behind. According to Charon, the truck had left on December 3.
6. Last Friday, December 12, I received a call from Dahn Cobie saying that my shipment will arrive on Monday December 14 and that I will receive a call on the evening of December 13. I did not receive a call at all that Sunday. So, on Monday (December 14) at about noontime, I called Dahn Cobie to follow-up my shipments. He asked to call me back and reported that the truck got stranded in New Jersey because of the snow. How can the truck be in New Jersey when they started in Cincinnati and they were supposed to travel west to Las Vegas, Nevada?
7. Yesterday, December 15, at about 8:00 PM, I received a phone call from a certain Eli, who is the driver of the delivery truck. According to him, they got stranded by the heavy ice and snow in Ohio. Elon also said they are still in Tennessee and will not be able to make it to Las Vegas by Wednesday. Elon said he will try to deliver my things by Thursday. But I have a return flight by Thursday and I know they will not finish unloading and reassembling my stuff in one day. I was also asked to pay the balance in cash or cashier's check payable to them because they had spent so much for their accommodations and the truck.
8. I called up my friends from Ohio to inquire about the weather conditions there from December 6-12. I was in Lexington Kentucky until Dec 5. They said it rained and snowed a bit, but the roads were very passable.in New Jersey and the further Northeast areas, I was told the snow and ice rain was quite bad. If the truck left Cincinnati on December 3, how come Elon is still in Tennessee by December 15 when he called me up? It is about 450 miles from Cincinnati to Tennessee. I see no reason at all why they are still in Tennessee by Dec 15. Did they pick-up another shipment and charged those to mine?
9. December 17- At about 5:00PM Elon the driver called again and told me they are now in Arizona and will be able to deliver my things by tomorrow morning. He again reiterated that he would like to see the $4,500 in cash first before he brings down my things. Or I should give them a cashiers check of $4,500. This was not what Dahn Cobie had said. We agreed that I could give them my personal check which I had done when they loaded my things in the truck. I am afraid of what these men might do if I can't show them the #4,500 cash. I do not like to pay them the balance until I see the condition of my things.
My experience with Union Express Van Lines has been painful and aggravating.in fact I believe I should be repatriated for the bad service, misrepresentation and apprehension this move is causing me. I believe it is equitable if I do NOT pay the balance of $4,500 for these reasons:
1. I was not given accurate information on the nature of their moving procedure and was over-charged for the materials. They assured me their truck has all the packing materials needed including crating. Likewise, Melanie had said their operation is not the Two-men and a truck type of moving business. I will be using a 20 or 24 footer truck all to myself. I also felt that I was overcharged for the packing materials. Since they did not bring sufficient and appropriate packing materials, I should not be penalized for these charges.
2. I had to buy more bubble wrap since they ran out of packing materials. I also did some packing for 2 days and used up my own packing materials from my previous moves.
3. I will need to pay airfare penalty for changing my departure date from December 18 to whichever date when the truck arrives and finishes their loading.
4. There were items that were left behind which I cannot get back anymore.
5. I would also like either replacement or payment of all the items that may have been damaged and/or lost from this move due to improper packing.
I also had "faxed" a copy of this report to Mr. Dahn Cobie from Union Express Van Lines at the same time that I am filing this report.
I
MYRNA
Las Vegas, Nevada
U.S.A.
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