Company did not deliver service as promised - goods were not delivered.
Service was purchased on 1/15, with final contract signed on 1/21. Agreed upon price was $1238, with $347 deposit (paid by credit card) and half the balance due at loading, paid by credit card, cash, or check, and balance due at delivery, paid by cash or postal money order. During conversation, was told that my long uphill driveway was not an issue, as the "drivers were experts." Date of service was supposed to be 1/28, and snow date was 1/29. On 1/26 was told that driver would be there on 1/29 between 9and 11 AM. At 12:30 PM on 1/29, when I called because driver had not shown up, I was told "be patient - he will be there." At 2:30 PM, I called again and was told that someone would call me back. Having received no return call, at 4 PM, I called again, and was finally given to a supervisor, who ultimately told me that a truck would be provided the following day between 7 and 8 AM. Driver showed up at 8:45 AM, and informed me that his truck could not navigate my driveway - a shuttle rental was going to cost $400 additional. Instead of a truck rental, they used an employee's pickup truck, but still charged the $400. Having no other choice for having my goods picked up, I agreed to pay the additional $400.
When all items had been loaded in the truck, they demanded cash or check for the $691 due at time of loading. Their contract reads, "credit card, check, or cash", for that portion of payment. Their supervisor was adamant about cash or check- I wanted to pay by credit card, per the contract. The sales person, told me that he had permission from accounting so that I could pay by credit card, and that someone from corporate accounting would call me before delivery to take my credit card information. No one from accounting called, I followed up on 2/4, and was told again that someone from accounting would take my credit card info and they would call me before delivery. I received no phone calls.
At 9:30 PM on 2/7, Saturday evening, I was called by the driver who told me that he would be delivering on 2/8 between 9 AM and 12 noon, and that I needed to provide $1381.45 (full balance - $691 for loading and $691for delivery) in cash or postal money order (contract read that final payment had to be cash or postal money order.) While I had cash available for the final portion of the payment, I did not need cash for the portion the company agreed I could pay by credit card, nor did I have it handy. The driver said that his supervisor had told him not to deliver unless I had the full amount in cash or money order.
At that time of night, and Sunday, I had no way to get to a bank and have money transferred and available. Driver, per his supervisor's instruction, cancelled delivery and went on to his next job in Alabama.
I reported #1 Van Lines to the BBB on 2/8; my request was that the company honor their contract - take partial payment on the credit card for the $691 for loading, and deliver my goods undamaged, safely and expeditiously, since this was not a problem of my creating, but theirs.
On 2/9, I fruitlessly attempted to get #1 Van Lines to honor their contract, and my requests to speak to upper management were denied. On 2/9, #1 Van Lines was contacted by BBB, and my goods were delivered the evening of 2/11.
I chose to pay cash, as the company has a clause in their contract for 5% "convenience fee" for use of a credit card above the initial deposit, which they either intentionally hid or had a computer glitch, as I only had 2 pages of their 6 page contract.
The company responded to BBB with a form letter, the same letter they had used on two other complaints to BBB. Resolution from BBB, closed but unresolved.
I have wasted 8 hours of my time with no word on driver arrival, 1 hour dealing with sales and dispatch on payment terms, 1 hour trying to deal with the driver and make contact with dispatch, when the driver was sent away, 3 hours again trying to deal with sales, dispatch and requesting time with upper management. I have spent 5 hours so far composing emails to BBB. I am not even counting the 3 days waiting for my goods to finally be delivered.
This is what this company’s “high level of customer service” has cost me. In my opinion, this company has little or no regard for the concept of customer service.