We wanted to move from Pittsburgh to New York Sunday and unload Monday morning. They did not show Sunday because "the truck broke down," this was shrugged off as inconsequential. We were told they would be there same time Monday morning. The next morning came and nothing. Finally we got word around noon that they would not be here until the next morning because "the truck wasn't available." Pathetic. No refunds, no acceptance of responsibility by the coordinator Christian. My wife missed an evening's work, no reimbursement for that loss of pay. Meanwhile, the moving team on Tuesday was made to drive 180 miles to move us, turn around, drive back to New York with our stuff, sleep in the truck for a few hours and unload. This was labor abuse to the max. We felt sorry for the movers who were treated like slaves by management. This is not a broker you want to have any dealings with ever.
Cloud Van Lines
Cloud Van Lines works with a network of several thousand independent, professional movers and truckers that meet specific criteria before joining our network. We work hard to keep our expenses at low, fixed levels compared to traditional van lines so that we can offer our customers much lower pricing. However, pricing is not everything. We pride ourselves in our level of customer service and professionalism with our customers, providers and vendors.
In addition to pre-screening our movers, we request feedback from our customers after each move. Movers with a record of low customer satisfaction ratings are dropped from the network. The Provider that was assigned to Mr. & Mrs. Winks move has been eliminated from our network and will never be contracted again for a Cloud Van Line service. The best movers are given preferential treatment for new jobs. We believe the quality of our movers is better than traditional van lines because we are constantly evaluating our movers.
Regarding the details of this complaint, we were 36 hours late for loading. When we contract with our movers, we recognize that certain things could occur that are out of our control, and/or Acts of God, such as weather. Mechanical difficulties can occur which is why we have a clause in our agreement of 2-10 days for completion of service.
That morning, our moving coordinator called and spoke to Mr. Winks apologizing and explaining the situation in detail about the inoperative truck and informed the customer that Cloud Van Lines would relay an update once we heard back from our provider. We were informed that the truck could be fixed but not until later in the day when it was too late to start loading. Consequently, we had to push loading service to the following morning. Due to the remorseful situation and not following through with scheduled loading date, Cloud Van Lines voluntarily paid for Winks hotel room, pet charges and over $100 dinner for that night. These are considerably generous allowances not usually found among the larger van line carriers.
We arrived for loading at 7 AM, Tuesday morning and unloaded the following day well within our contractual agreement of 2-10 days. Where our providers decide to sleep or do after hours of being contacted by Cloud Van Lines is not dictated by our company but rather a decision that is made by the moving provider. The provider was not trying to abuse their employees but rather attempting to quickly resolve the service issues and prevent further delay and inconvenience to the Winks.
Cloud Van Lines provided the service that was agreed upon with absolutely no damages to any of the house hold goods. Not only were the requirements for delivery met, but delivered only 1 day later then estimated and fully compensated them for the inconvenience of that one night.
The customer aggressively stated that if we do not give them a free move they would slander us online along with many other threats. We feel that we went above and beyond what other national van lines would do for their customers with a circumstance that is common—mechanical failures unfortunately occur. Cloud Van Lines seeks to keep customer satisfaction and we feel we acted ethically, reasonably, courteously and professionally. Occasionally, we miss the mark of perfection, but we do our best at the time to rectify the situation. These customers stated they would settle for nothing less than a free move. We regret that it fell short of our mutual expectations, and we hope that with time, and experience with other transportation businesses, they will see how well our company performed and within their signed contractual agreement.
Cloud Van Lines, LLC