I am moving out of state to be close to my family and go to graduate school. I had donated/given to friends/sold most of my furniture and many other items, so I am moving only the belongings most important to me (including my Great Grandmother's China, grandparents' wedding champagne glasses, family photos, an antique sewing machine, etc.). I sold my place and had to be out on a certain date. West Coast Relocation gave me a binding price estimate and told me that my belongings would arrive at their destination in 9 - 11 days.
On the day of my move, 3 guys who looked like gangsters arrived from West Coast to pick up my belongings. I have had other movers, landscapers, repairmen, etc.in my home - this is the first time I felt uncomfortable / unsafe. The driver was rude to me on the phone when I called to check on their estimated time of arrival and when he came through the door asked me if he had sworn while on the phone with me.
Soon after arriving, the driver told me that although, not "required" that, if I thought they did a good job for me, I should tip them. The driver failed to go over the inventory with me (standard procedure) and after I asked to go over it and was reviewing it, he joked, "Don't worry - we're not going to sell your stuff." Great. I didn't want to tip the driver, but with all of my most beloved possessions on his truck, I was afraid not to.
If I hadn't kept calling, I don't think I would have ever heard from these people again. They never even called to tell me the final price (which would have been lower than the estimate if the load's actual weight was less than the estimated weight). When I called them to check on the status and to confirm that we could pay by credit card, they told me that the weight was higher than the estimate and my cost would be several hundred dollars more than estimated. I didn't argue at the time. My belongings sat in (I hope) their warehouse for 3 weeks before they were picked up by the van line to be delivered to my new home.
After my belongings were finally in route, I reviewed my contract and confirmed that it was an "option binding estimate, " meaning that I would not be charged more than the estimated price, but may pay less if the weight was lower. I called West Coast Relocation and spoke with Doug (who is either the owner or manager). I asked Doug why I was being charged more than the binding estimate and he accused me of adding things to my shipment - I must have had things in storage, etc., because the weight was more than his estimator had estimated. I had not added anything to my shipment and told him this. When I asked Doug what the "option binding estimate" meant, he told a half-truth, saying it means "if it weighs less, you pay less." He left out the part about it also meaning that I wouldn't be charged more. Doug refused to honor the contract price, despite the binding estimate, saying that I would have to pay the driver the higher price when he arrived [if I wanted to get my belongings back] and then dispute it with the van line later.
I called the van line immediately and told them what was happening. They telephoned Doug at West Coast and then called me back to let me know that I would only be charged the amount of the estimate and that the van line would contact the driver with the correct/contract price. Karen, the very friendly and helpful customer service person, told me to call her if the driver tried to charge a higher price.
When my belongings arrived at their destination the next day, the driver insisted on being paid the higher price. Further, he refused to take a credit card or check. I called customer service. Karen was, unfortunately, out for the afternoon. However, Becky was available and, fortunately, friendly and helpful. She spoke with the driver, whom she said tried to argue with her about the situation, and told him to accept the corrected amount and to accept payment by credit card. He finally did. Becky told me she didn't know why he told us he couldn't take a credit card - he can.
As I submit this, we are comparing the items delivered against the inventory, hoping that everything arrived and arrived in one piece. I'll be sure to update if things are missing or damaged.
I am one of the fortunate (knock on wood) ones. I'm sure there are many others who would be afraid to argue when the price they contracted for suddenly went up [understandably - these guys are holding everything you own hostage! ], and/or would believe Doug/West Coast's misinformation/half-truth about the meaning of the option binding estimate, and have been/are being/will be ripped off by these pirates.
Dishonest moving companies prey on people who are too stressed out, frazzled, fatigued (who isn't when they're buying/selling/moving), confused and worried about getting their possessions back undamaged to argue. Often, like me, their victims are moving out of state and will find it prohibitively time consuming and costly to dispute later. Something needs to be done to protect the particularly vulnerable consumers of moving services. Until then, avoid West Coast Relocation like the plague.
I have to admit that I am more than a little hesitant to hit the "submit" button - out of fear of retaliation...
Audre
Provo, Utah
U.S.A.
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