Infinity Van Lines is nothing but a bunch of liars, thieves who hardly care about customer and their concerns. This company is a bunch of most unprofessional and unethical people I have ever come across in my life.
I wanted to move from Houston, Texas to San Francisco bay area, California. While I was reviewing my options, Sales people from this company reached out to me and we started conversation.
I got an estimate of around 1700 dollars as i did not have a lot of stuff. My major furniture was TV, home theatre, sofa, dining table with 4 chairs, mattress bed and night stand. Other than that I had some kitchen and basic house hold stuff.
I was ok with the estimate and finalized on the move out date. The sales person asked for 2 dates, one primary and one backup. I provided Nov 29 and Nov 30 of 2014 and did mention that I will book my flight on Nov 30 at around 9 pm as i had to get to work on 1st Dec, 2014. All this was done in 1st week of November giving them ample time to plan my pickup.
They sales person said that its fine and the pick-up will not be missed. I paid an advance of $500.
I was told that I would be expecting a call from their customer service 48 hours prior to the pickup.
It’s 29th Nov 2014, I get a call at around 10 am from their customer service saying that unfortunately pick up cannot be done on 29th but will be definitely done on 30th Nov.
I did not have a choice but to wait. On 30th Nov I was kept waiting in total darkness till 3 pm. No one called. I tried reaching them on all the phone numbers that I could and must have left around 20 voice messages.
At 3 pm their customer service person calls and says that they cannot have the pickup done on that day. I was livid and furious but they did not care.
I had no choice but to take my flight that day and beg one of my friend to take a day off and take care of the pickup on 1st December.
On 1st December they had the pickup done, but as I was not there they did what I had feared the most i.e. my estimate swelled from $1700 to $3900. I did not have a say as I was not there and my hands were tied.
Now, they wanted to pay 50% before the stuff starts being transformed from Texas. I emailed them a photocopy of my cheque worth 1700$.
The next day i see in my account that my $3400 has been charged from my account. When I reached the van lines people they said that by mistake they have taken the money out twice from my account. They also added that they need not refund the money as I would have had to pay the rest at delivery.
So technically, they charged me the whole amount without the delivery.
I had to call them and enquire about the date and time of delivery but never got any call from them regarding delivery.
Delivery was done on 13th. The person who was in charge of delivery was a rude and highly unprofessional person. He deliberately brought an 18 wheeler trailer. This was done so that they can charge money for extra distance while trying to deliver the items, as the trailer cannot go to every road/street.
Once all the delivery was dine i found that My TV was missing. The driver who was in charge for delivery had no idea. When i called van lines people, they had no idea as well.
How can you lose a 46 inch flat led TV in a box?
I waited for 4 weeks as I was told in hope that they can locate the tv, but could not. Eventually I filled a claim in January 20th and have still not heard anything from these people.
When I was discussing regarding my lost TV I was told that they were very sorry and will do their best to compensate the expensive item. But after the claim has been raised the only thing that they do is avoid. The person who promised (relocation specialist) doesn’t even answer the phone anymore.
So to sum it up:
Pickup was late
They deliberately make sure that customer is not available during delivery so that they can swell the estimate.
They have unprofessional people who handle the whole business.
Lost/Stole my TV
No regards for the customer
Please I urge people not to be fooled and please avoid these people. I don't want the mental and financial agony to be experienced by anyone else.