I contacted All State Van Lines about moving my property on June 5 for a July 27 pick-up. I signed a contract with them on June 15 after assurances that they could promise a pick-up no later than July 27 when my lease was up. On July 24 I was called to inform me that the truck was on schedule and would be there Monday morning. On Monday morning I was called to be told that the truck would not be there at all that day, and would be days behind instead. I had to pay to hire a small UHaul to move all my belongings to a secondary location - fees that All State refuses to pay.
They had hired Relo Van Lines, who had then subcontracted the work out to Interstate Express Movers to actually move my things, and they finally arrived for pickup on August 1. Delivery was to be no later than August 7, but they began demanding additional money, starting with $1900 more than we had a signed contract for. Over the course of the week, we talked them down to only $524.38 more than the contracted rate and I agreed to this so that I could actually get my belongings back. I never received paperwork containing much of the information for my move until August 20.
Delivery was 2 weeks late, on August 20, and went past midnight. The movers also attempted to get me to agree to them not moving certain heavy belongings to the room I requested – or in some cases not moving them at all except into the garage. Despite telling me that certain belongings were in the house and some belongings in the garage had been moved to the area I specified, I found that this was a lie when I checked the next morning. Perhaps I should have done a better job checking while they were here, but it was after midnight and both they and I wanted to go to sleep.
It also wasn't until the next day that I found a shattered LCD screen on my flat-screen Samsung TV, as well as several other glass belongings. I was told that due to not taking the insurance, they would pay me approximately $60 for my TV, based on weight. I declined the moving insurance as I was advised over the phone that it would exclude anything that I packed myself, something that All State Van Lines had NEVER told me, despite signing me up for the insurance on my original quote. As I was packing most everything myself (TV in U-Haul Flat Panel TV Kit) the insurance would have done me no good anyway.
I was informed on Aug 20 via an escalation supervisor at All State that they would refund me $150 for the 5 day delay on pickup and that Interstate would refund me $200 for the 14 day delivery delay. They told me that they would get in touch with me the next day, August 21.
I submitted my damage report on Monday, 8/24, but as of 8/29 they have not even acknowledged receipt and refuse to respond to phone calls. In total, an equivalent flat-screen TV to the one I moved was approximately $1,100. They also broke some glass property of mine that was well packed, so I suspect it was also dropped. I estimate the value to be approximately $1180 in total.
Finally got the settlement paperwork on Aug 26. This offer, despite the assurances over the phone detailed previously, suggested that I would be settling my dispute with not only All State Van Lines, but also Relo Van Lines and Interstate Moving Express for the sum of $150. No mention whatsoever of the $200 settlement that Interstate Express was supposed to be making with me separately. This agreement also stipulated that I must sign a non-disclosure agreement, which had never been discussed previously. I have opted to not sign that at this time, as the extremely small sum offered (and lied about) is frankly insulting given the losses I incurred in this experience.
Over the course of the process, I was regularly told that I would get call backs that never came, or that they had no further information for me. Sometimes I could call back, get another person on the phone, and get more information for them than I had been told was available. I had a window where my account manager refused to call me back for 4 days, immediately after the pick-up failure, despite repeated voice mails and messages via other employees. It took speaking with a manager twice to get him on the phone again. I was lied to more times than I can count, and the deceptive practices they employed throughout this entire process were extremely sickening.
I hope this is useful in helping people make their moving decisions.