I was contacted by Colonial Van Lines in early June and they talked a good game; they were willing to work with us and gave us an excellent price for moving from the Phoenix, AZ area to the Atlanta, GA area. We jumped on it and signed the contract on 6/22. On 6/26, I changed the date of the move from 7/30 to 7/27.
So, we thought everything was all set until I called on 7/26 to see what time the movers would arrive on 7/27. That is when I learned that it was a varied date of 7/27-7/28 and that the driver would call 24 hours before showing up. Well since it was already past the 24 hours at that point for a Friday pickup, I asked about the Saturday pickup.
On Friday, we received a call that they had 'lost' a driver and would not be able to come until Monday, 7/30. I needed to be in GA no later than 8/3 to get ready and fly out to work on 8/6.
7/30 came and went without a pickup. The driver was still in CA with a full truck but said that he would pick us up on 7/31 between 11 and 1pm. Also, the driver had just been notified on 7/30 that he would need to pick up in AZ.
Well here we are on 7/31. I called the driver who stated that dispatch has sent him someplace else in AZ. We immediately called Colonial Van Lines at 800-456-0882 - option 1 - and was told that we were still scheduled for pick up. I told them that I just spoke with the driver who wasn't coming. I was then transferred to another vacant number. We then received a call from Cheryl stating that the found a company in Phoenix that would pick us up on 8/1. Lets see how that goes. However, I did check this company out (not Colonial) and they have an excellent rating with the Better Business Bureau.
I called Federal Motor Carriers at 888-368-7238 and registered a complaint with them regarding Colonial Van Lines and their business. Colonial also doesn't list their principles or owners and will not transfer calls to anyone higher than Marcus, who seems to be the head dispatcher. I wonder if he knew or cared what he was getting into when he signed on with the company. He has also made promises of refunds or assisting us with taking money off the move because of the extra living expense and utilities that we have incurred and change flight cost (having to change my scheduled work days). When Cheryl called she offered $260 and would not go higher.
I hope everyone will register a complaint with the MA Office of Consumer Affairs and Business Regulation. I located their e-mail through the BBB website because BBB doesn't handle this type of complaint.
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