A One Van Lines Inc.

We been in contact with [redacted] daughter on several occasions, the last time we spoke to her she informed us that unfortunately [redacted] passed away. We would like to give our humble condolences to the family and we are patiently waiting on a response to settle this...

matter.
 
 
 
 
Sincerely
[redacted]
A One Van Lines Inc.

This move occurred in July of 2015 and due to the extreme time frame between the occurrence and complaint it required this company to spend much time and manpower retrieving all paperwork which had been archived end of January 2016 in a separate warehouse.  We apologize for the delay in...

responding.  [redacted] received a move quote based on information provided by him to this company regarding the items to be shipped.  It was explained repeatedly that the final bill is based on the actual size and items which are shipped.  The items are packed, stacked and loaded in the presence of the shipper.  Any discrepancies between the quote given  and the actual shipment are pointed out to the shipper on the day of the move.   It is the prerogative of the shipper to remove or add any items of choice to the shipment to either decrease or increase the shipment size, or if chosen not to ship at all.   In the event that an actual shipment is significantly different from the information originally provided by the shipper, which causes a difference in pricing, a "[redacted]" is completed and signed by the shipper on the day of the move.  In the case at hand, a Revised Written Estimate was indeed completed, due to a large discrepancy between the information originally provided by the shipper regarding the items to be shipped and the actual items the shipper decided to ship on the actual day of the move.   This office repeatedly explained this to [redacted], gave him the option of removing items to decrease the shipment size to no avail.   It is unfortunate when the shipper misrepresents to the moving company the items to be shipped, even when not intended, since this causes the original quote to be inaccurate.  We sincerely apologize to [redacted], for any inconvenience, however we cannot, for example, ship 100 items for the price of shipping 20 items.   After a thorough review of all paperwork and  interviews with all staff assigned to this move,  there is absolutely no indication of any error in the billing of this move.  [redacted]  and his wife had every option to ship fewer items at a lesser cost but inequivocally decided that they wanted everything shipped and both verbally and in writing attested to this.   The time to reduce the shipment size was at the time of the move, not 7 months later by requesting money back on a service already rendered.  There is no justification for any refund nor any error in any fashion made on this bill.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
It is very unfortunate the company is still not being fourth coming with information and horning their contract. Any items I did not understand fully I relied heavily on the company to educate myself on what I was signing.
I wanted this move to be as painless and easy as possible, unfortunately the company had other ideas and appears based of the same complaints these are very common issues.
For example, I knew the exact date I needed my items, the date of March [redacted] which never changed, I was told to give the company a date 10-14 days (as it reads on the contract and verbally told) that March [redacted] is the date I need to place, this means my items will arrive between March [redacted] and March [redacted]. I let the company know weeks in advance my closing date for my house and told the movers/dispatch my closing date. He provided they would arrive on or after based on the 10-14 days. They chose not to honor this, I also have a witness to these events.
Again, I never called the company requesting to change the date of arrival despite what the moving company is claiming. I called to confirm (as requested from the company) to confirm March [redacted]. My dates NEVER changed. I have plenty of evidence to support this.
At no point did anyone at the company state the TV packing is extra cost and CLEARLY stated I did not need to retain my original boxes.
They did communicate I had insurance but was told this only covered items they packed, I also signed a form stating I understood this. The movers made it very clear I did not have insurance. This was different that was quoted. The insurance matter has been resolved after making complaints, thank you for your cooperation is this matter. I will submit damages and the form shortly. 
The company failed to reassemble my belongings at delivery, this is in the contract and in the quote.
“Prior to delivery, the customer’s mother called this company, asking about insurance for the broken items.  The items had not even been delivered and the shipper was already proclaiming damages. The company was disturbed by this and questioned why it was being assumed that there were damages even before the items were delivered, which was at best unusual and most likely suspect.”
What is disturbing is you are bluntly lying about My mother, the conversation was concerning how to pay and what insurance would cover and how can I make a claim since the delivery date was incorrect (on the company’s part) to arrive while I am not there. Making up statements to cover yourselves is a very disturbing and unprofessional business practice, you should be ashamed.
The driver laughed and said “let’s be positive”. You should speak to the driver, if you need further information or evidence please let me know. I am more than happy to provide the needed facts.
The company clearly stated that my items will be held at a cost or returned to NYC if payment is not paid in full since I was disputing a charge. I was afraid the company would steal or throw away my items based on ours conversations. This is why I have to use the Revdex.com as my avenue of support.
I am not sure what “opted to change the inventory” means. Please explain.
I went through the quote twice one and two days before arrival, I was given the opportunity to cancel but could not. Day before is not reasonable for the company to change their mind. During both of those calls I was reassured the items will be “close” to the amount quoted and no other additional costs. The TV packing was not brought up even though we spoke directly about the TVs. Company is stating inaccurate information.
If you need further evidence or persons to corroborate my statements please let me know. Their documentation is key to proving my complaints, they chose not to honor the contract and mislead me at every step.
Can you please tell me who made the claims for insurance? Can you tell me when? Can you tell me who submitted the information?
To wrap this up, I am very dissatisfied customer and the contractual obligations were not met.
Insurance has finally been corrected. I will follow up
My items were not sent on the agreed upon day, I was told to put the [redacted] for items to arrive after the [redacted].
My items were not reassembled correctly.
I had to purchase additional moving costs to fix the company’s mistake.
The company should take ownership of very poor and very misleading communication.
Last, I now expect an apology about claiming my mother is a liar and attempting to claim items before arrival.
I want no further calls from the company, the threating calls for legal action if I do not remove my complaints cannot continue. All further correspondence must be via email or the Revdex.com, you have shown you cannot be trusted so I need all statements in writing.
Thank you, I am very happy in my soundings.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

A One Van Lines Inc. Being a five star moving company, booked the move for [redacted] based on the enclosed inventory list of items we contracted to relocate from [redacted]. Our service contract was based on a total of 28 items with a shipping rate of $3.00...

per cf x estimated volume of 384 cf with a 8% fuel surcharge ,the base service quote was $1,244.16.Upon arrival of our truck the foreman assigned to the move did a complete walk through with [redacted] to inspect all of the items to be moved.Upon completion of the walk through and inventory confirmation of all of the items to be moved.Our foreman with the approval our office provided the consumer with a new written revised estimate prior to the loading of our truck based on the additional 33 items being moved by the consumer. At this time [redacted] was given the opportunityto make a decision knowingly and intelligently, A One Van Lines provided a full copy of the order for service via e-mail on 04/**/2017 total of (16) Days prior to dispatching our truck out to service the move, provided all of the company billing structure info and service options to [redacted] giving her ample amount of time to review and fully understand the service package details prior to the move date. Our Foreman went over all of our company literature in person prior to the loading of our truck, [redacted] being of sound mind, authorized the commencement of labor & service. if the consumer felt that any additional assistance in understanding the service package that the consumer committed to, the consumer was more than welcome to have asked our customer service department as many questions as required by the consumer for a follow up understanding of the service charges.Wherefore : A One Van Lines Inc. contracted number one goal is to make all of our customer's happy to the best of our ability as we have fully for filled our obligation to the shipper as per our Binding order for service. We were under no obligation to make any contract adjustments after the service has been rendered. In an effort to provide the highest level of quality customer our office posted delivery on the date requested by the customer, and at the time of the delivery confirmation phone call ,the customer stated that she was not able to post the delivery balance payment that needed to be made in the form of cash or US POST OFFICE Money order, our office went on to explain to her we were unable to post the delivery without our driver receiving the full delivery balance amount due prior to the offloading of our truck as indicated in our order for service.[redacted] went on to say she was not going to be able to pay her balance at this time our dispatcher Joseph explained to [redacted] that without payment our driver would be forced to return the shipment to our facility in New York or we would drop it at a local storage facility pending receipt of the delivery balance. After many phone calls to [redacted] from our dispatch department to confirm delivery, our office provided [redacted] with a relocation discount in the amount of $100.00 in an effort to help her to the best of our ability. We are happy to process a claim for any damaged ite[redacted]  Our service package dose include Basic Valuation Protection: $0.60 per lbs. per article  Basic coverage is available to all of our customers in the event any items were lost or damaged during the process of the relocation, as we give all of our customer’s up to 120 days starting from the date of service to request and submit a claim form.  A One Van Lines Inc. in an effort to provide fair service to all customers sent  [redacted] a claim from to be filed with our claims department for her lost item, with our company and will receive the full settlement amount that the consumer is entitled to base on the basic Valuation protection coverage policy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I am still waiting for the check to be sent.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because
 
I was willing to let this go before logging this complaint until I was completely insulted by the offer made by the company to compensate me for the damages cause. I only mentioned one piece furniture damaged to the company but I found multiple pieces. I should have purchase the insurance they mentioned but they would have doubled the price like they did the quote they initially gave me for the service.  My wife and I have asked for a detailed bill but that still hasn't been provided. I'm not surprised by this situation. Unfortunately, this is a lesson for me. I know anyone I know that's moving, I will make certain this company is off their list of companies to consider. 
 30 cents per pound per article.  What a joke!
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer contracted this company to transport his his belongings interstate.  Prior to contracting he reviewed all terms of the service on several occassions with our salesstaff.  Additionally, he was sent an email quote as well as order for service which both contain, in very simple...

understandable terms a description of the service and charges.  It clearly states that in the event that the destination address cannot accomodate access for  55 foot trailer (clearance) then a shuttle would be necessary.  The cost for shuttle in very simply and clearly written.  Shuttles are utilized industry wide.  There is absolutely NO OTHER OPTION unless the customer is able to bring a smaller truck to meet the tractor trailer.  Occassionally, customers elect to bring their own shuttle.  This is STANDARD PRACTICE and certainly not at [redacted] states "shady".  This was not only provided to him in writing, in PLAIN SIMPLE LANGUAGE but repeatedly explained to him in many very numerous and lengthy phone calls.  Every member of this office SPOKE to him at least 3 times! There is no profit to the Moving Company when a shuttle is needed.  From the standpoint of the moving company it is preferable that this not happen.  It necessitates that the company rent a shuttle truck and pay the movers additinal labor hours to perform 3x's more work.  No one profits.    THIS WAS EXPLAINED TO [redacted] OVER AND OVER AND OVER AGAIN to no AVAIL.  All paperwork explained this is VERY PLAIN SIMPLE LANGUAGE, one just needs to read it.  In [redacted]s case, even that was not necessary since staff repeatedly explained and read it to him.  [redacted] was offered additional insurance for his move.  This is purchased. He declined on more than one occassion.  This also is written on his quote, order for service and Contract in PLAIN SIMPLE ENGLISH.  Again, in [redacted]s case our staff members repeatedly explained this.  Had he purchased additional insurance then he would receive replacement of his TV.  He opted for .60 cents per lb. per article which is Valuation and FREE with his move.  When [redacted] called in that his TV had a crack he was sent a Claim Form.  Valuation of his TV was not $200, it was actually lower, however [redacted] continually called AND YELLED AND COMPLAINED.  tO APPEASE HIM IT WAS DECIDED TO OFFER HIM $200.00.  HIS TV WAS AN OLDER MODEL AND USED.  It unfortunately is not valued at the $1500 he claimes he paid YEARS AGO.  This Company at NO TIME DID ANYTHING IMPROPER.  AT NO TIME WAS THERE EVER ANY SHADINESS and it is an insult that [redacted] had the audacity to use such terms.  His complaint IS COMPLETELY UNFOUNDED AND MERITLESS.  We are happy to compensate him $200 and not a cent more.  We ask that he inquire anywhere he choses, about Shuttles so that he understands that this Company at no time did anything other than service him properly.

This company should not be allowed to do business or call themselves movers. They are disorganized and vindictive if you challenge what they tell you.

They took our stuff from CT to SC in July 2015.

They present you with a contract when they arrive to pick up your furniture. So you have the choice of sending them away and waiting 4-5 weeks for another company, or signing it. You think, "how bad can it be, they must all be the same" so you sign and load you family memories, belongings and personal items in good faith.

After they have your things and you want to know WHEN they are going to deliver (Steve their sales rep strongly implied 3-4 days for the 12 hour trip to SC: he later made it very clear he did not Promise) they chase is on. You are sent from one person to another and they all want to ""help" you if you explain what the problem is, and then they refer you to the contract which states 14-21 BUSINESS DAYS could be the delivery time.

When we finally got our things, a Budget rental truck pulled up, HALF FULL and about 500 cubes less than what they billed us for, the driver was laughing at the way our things were loaded and told my wife she should take pictures.

Items were tossed, $300 & $400 bikes disassembled and stuck between boxes.

A curio cabinet they would not take unless they wrapped and packaged it for $100 was shattered. We ended up with damage in 50 % of the boxes and something from every room was damaged to some extent. Not all to the point of unusable, but damaged.

Malicious would be the term I would use. There is no reason this much damage should occur on ANY move. My wife has moved 3 major times and all been successful. She packs to the point of ridiculous and they still broke items.

We will be taking legal action against them in addition to reporting them to the federal regulatory agencies. It may also be time to have the policies that regulate them reviewed by the appropriate agencies.

Every contact there will talk over you, take issue with something you say, even as simple as "[redacted]" and in the end tell you you are wasting their time.

Bottom line, you deal with ss, you get ss

Review: They quoted about 250 cubic feet and ended up charging for 300, I took off several items but still went over. These items were two books cases, 5 boxes, two computers.

They informed me I did not need my boxes for TVs and then charged by 140$ to box them up.

When I was asked what day I needed the items I stated a specific date then advised me to pick a day 10 days prior to when I needed it. They clearly told me the form I was signed was for a 10-14 day window this was false information. When reading the fine print they mislead me.

They sent it early to attempt to charge storage fees, I refused and found somewhere to put. Since I refused the storage fees they wanted to charge 250 dollars to courier my stuff. They threatened to hold my stuff if I did not pay.

Insurance, room to room placement, and assembly at delivery was provided on my as part of the quote; they provide none of these services. I was forced to sign a form stating my items will not be insured despite my quote including insurance

The customer service is terrible, they cared more about telling me how bitter and childish I was being for asking them to honor their contract. They me it does not matter what an employee says but what the paper work says, they convinced me to sign and give information that would profit them.

I have had to pay an additional 90$ to move my stuff since they failed to provide delivery to the address provide on the contract.Desired Settlement: I am seeking a refund for the following

Insurance not provided

Assembly not provided

Room to room placement not provided

Cost to deliver items to correct address

Compensation for over charging for packaging of TVs

This complaint will not be accepted as complete until a refund is given for these items.

Business

Response:

The quote for the move of the customer changed between the issuance of the quote and the actual move dueto the customer’s decision to change the items being shipped on theday of pick-up. Had he called in to inform us of this, a new quote wouldhave been issued prior to the move date. The quote was updatedonsite to reflect the actual items being shipped and the customer was reissueda new quote on the day of pick-up for which he signed, acknowledged andapproved. There were items removed from the original quote as well asitems added. The items added were significantly larger than the itemsremoved which is the reason the bill was slightly higher than the originalquote. At the time of the move the customer witnessed,understood this and agreed with this. The biggest item added was alarge sofa bed which was significantly larger than the items thecustomer removed. A large suitcase and two boxes were also added. The customer was clearly informed on more than one occasion that his TV's wouldneed to be crated for transport if they were not in the original manufacturer'sbox. There is a charge for crating of a TV which was explained to thecustomer by more than one salesperson on more than one occasion. Thecustomer told this company that he would have all items boxed and ready forshipping. Apparently he was unable to do so for the TV's. The TV'scannot be shipped unless crated to protect from breakage. Again, this wasexplained to the customer on more than one occasion by staff. Finally,the customer apparently misunderstood the shipping timelines which are clearlystated on the paperwork, which he reviewed and signed. This was alsorepeatedly explained to the customer. His shipment arrived precisely asrequested in writing. Only when the shipment arrived did the customercall to say he was not ready. Had he informed this company earlier theshipment would not have left NY. At the point that the shipment wasalready at destination, we had no other alternative than to deliver or place instorage. This company makes no profit by placing a shipment in an out ofstate storage facility. The storage fee is paid directly to that facility. Conversely, it is much easier for us to ship directly to the locationoriginally designated by the customer than have to lose time and gas inrerouting. The customer was informed that he could designate a storagefacility in which he has a space and we would gladly complete delivery tothat location. To reiterate, NO PROFIT is made by this company inplacing a customer’s shipment in an out of state storage facility. Weapologize to the customer for any inconvenience and regret that his situationdid not go smoother for him and he had a housing delay, however we were in noway responsible for this and upheld every aspect of our contractualobligations. The price of this customers move was not only fair but verycompetitive. We regret the customer being dissatisfied with any aspect ofthe service; however there is no justification for any refund beingissued. Again, we regret that the customer had any difficulty in hisrelocation, however this was not due to our services and we wish him thevery best.Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company still is stating false information, they stated very clearly during the quoting process that my TVs would not need a box and not require additional expense. They also did not provide insurance nor did they reassemble my belongs at delivery.Your drive laughed when asked about insurance and making a claim.I still need the amount requested refunded due them not providing the paid services.

I was forced to sign all documents or find another carrier, they already had my belongings and knew that I could not find another provider. I was also threatened with not having my belongs delivered unless I paid more which is a clear violation of the FMCSA.

If you are unable to abide by your contract and refund for the services not provided I will need to file additional complaints and reports with the proper authorities. I will also need to follow up with my credit card company for theft.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Apparently the customer misunderstood the informationprovided to him about the televisions. On more than one occasion staff membersexplained that a TV is fragile and cannot be transported unless boxedproperly. This is a packing service,which is an additional charge and clearly stated as such on the quote. Thecustomer was given an option to purchase additional insurance, again bothverbally communicated to him and also clearly stated on his quote. He opted notto purchase additional insurance. Hereceived valuation free of charge with his move which is .60 cent per pound perarticle; this also is clearly stated in his quote and was also communicated tohim repeatedly. Upon delivery the moversreceived instruction as to where to place the items by the customers mother towhom he instructed his shipment be consigned. Those directions were followed. Prior to delivery, the customer’s mothercalled this company, asking about insurance for the broken items. The items had not even been delivered and theshipper was already proclaiming damages. The company was disturbed by this and questioned why it was beingassumed that there were damages even before the items were delivered, which wasat best unusual and most likely suspect. At no time do our drivers laugh about claims. If after an investigation ofthis type of allegation, such is proven true, that driver will forfeit his job. All drivers upon hiring are informed of this.With regard to this particular driver, who is not newly employed, NEVER hasthere been a complaint of this nature. At no time was the shipper threatened with non-delivery of items, heopted to change the inventory to be shipped, a new quote was issued, and theshipper was given opportunity to cancel his move and use an alternateprovider. He opted not to do so and to remainwith this shipper. We are at a loss inunderstanding all of his unending complaints. After exhaustive investigation we have unequivocally determined his complaintshave no merit. The documentation aloneis proof of this, however each staff member involved was questioned and theirstatements concurred. The customer isnow claiming damages, as expected, and has been forwarded a claim form forvaluation. It will be processed andinvestigated as soon as it is received. Again, we regret that this individual was so dissatisfied however the servicerendered was as promised and all contractual obligations thoroughly met. The customer must understand that his neglectin reading his quote, contract and documents are through no fault of thecarrier. His complaints are just notlegitimate at all and therefore we cannot offer compensation that he is lookingfor in this. His new claim will beprocessed timely as soon as it is received. Again, we regret this customers dissatisfaction and hope he is happy inhis new surroundings.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is very unfortunate the company is still not being fourth coming with information and horning their contract. Any items I did not understand fully I relied heavily on the company to educate myself on what I was signing.

I wanted this move to be as painless and easy as possible, unfortunately the company had other ideas and appears based of the same complaints these are very common issues.

For example, I knew the exact date I needed my items, the date of March [redacted] which never changed, I was told to give the company a date 10-14 days (as it reads on the contract and verbally told) that March [redacted] is the date I need to place, this means my items will arrive between March [redacted] and March [redacted]. I let the company know weeks in advance my closing date for my house and told the movers/dispatch my closing date. He provided they would arrive on or after based on the 10-14 days. They chose not to honor this, I also have a witness to these events.

Again, I never called the company requesting to change the date of arrival despite what the moving company is claiming. I called to confirm (as requested from the company) to confirm March [redacted]. My dates NEVER changed. I have plenty of evidence to support this.

At no point did anyone at the company state the TV packing is extra cost and CLEARLY stated I did not need to retain my original boxes.

They did communicate I had insurance but was told this only covered items they packed, I also signed a form stating I understood this. The movers made it very clear I did not have insurance. This was different that was quoted. The insurance matter has been resolved after making complaints, thank you for your cooperation is this matter. I will submit damages and the form shortly.

The company failed to reassemble my belongings at delivery, this is in the contract and in the quote.

“Prior to delivery, the customer’s mother called this company, asking about insurance for the broken items. The items had not even been delivered and the shipper was already proclaiming damages. The company was disturbed by this and questioned why it was being assumed that there were damages even before the items were delivered, which was at best unusual and most likely suspect.”

What is disturbing is you are bluntly lying about My mother, the conversation was concerning how to pay and what insurance would cover and how can I make a claim since the delivery date was incorrect (on the company’s part) to arrive while I am not there. Making up statements to cover yourselves is a very disturbing and unprofessional business practice, you should be ashamed.

The driver laughed and said “let’s be positive”. You should speak to the driver, if you need further information or evidence please let me know. I am more than happy to provide the needed facts.

The company clearly stated that my items will be held at a cost or returned to NYC if payment is not paid in full since I was disputing a charge. I was afraid the company would steal or throw away my items based on ours conversations. This is why I have to use the Revdex.com as my avenue of support.

I am not sure what “opted to change the inventory” means. Please explain.

I went through the quote twice one and two days before arrival, I was given the opportunity to cancel but could not. Day before is not reasonable for the company to change their mind. During both of those calls I was reassured the items will be “close” to the amount quoted and no other additional costs. The TV packing was not brought up even though we spoke directly about the TVs. Company is stating inaccurate information.

If you need further evidence or persons to corroborate my statements please let me know. Their documentation is key to proving my complaints, they chose not to honor the contract and mislead me at every step.

Can you please tell me who made the claims for insurance? Can you tell me when? Can you tell me who submitted the information?

To wrap this up, I am very dissatisfied customer and the contractual obligations were not met.

Insurance has finally been corrected. I will follow up

My items were not sent on the agreed upon day, I was told to put the [redacted] for items to arrive after the [redacted].

My items were not reassembled correctly.

I had to purchase additional moving costs to fix the company’s mistake.

The company should take ownership of very poor and very misleading communication.

Last, I now expect an apology about claiming my mother is a liar and attempting to claim items before arrival.

I want no further calls from the company, the threating calls for legal action if I do not remove my complaints cannot continue. All further correspondence must be via email or the Revdex.com, you have shown you cannot be trusted so I need all statements in writing.

Thank you, I am very happy in my soundings.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Review: I'll try to make this as fair and balanced as possible. I choose A One for my move from the new jersey area to florida based on its A rating and 'significant experience' with long distance hauls. Most of the people I interacted with from the company were professional and attentive. However, I did have a difficult experience with the customer service staff (which i'll follow up on tomorrow). Like others on the website, the reason for posting is that I was significantly overcharged vs. my quote and the binding agreement I received (which I was told they could match or beat). Unfortunately this wasn't a $500 up charge or even a $1000 up charge (which I was totally prepared for!) this was a ~$3,000 difference vs my quote!! Despite an exhaustively iterative process with the inventory list (in order to alleviate this issue), which included a 1st quote of $2,592 over the phone, a 2nd quote of $3,200 via email with an updated list, a 3rd quote of $4,200 with an updated inventory list from a walk through and finally a 4th quote from a second walk through of $3,800 they were still astoundingly off by a mile... And to be completely fair I realize these estimates are more art than science (which is why I totally expected to be paying upwards of $500-1000 over the quote) but to be nearly $3k off is unacceptable and truly disappointing given the high hopes I had going into the move. After reaching out to customer service on a different matter, I realized that was not the avenue to reach a resolution so i'm asking Revdex.com to take a look into the company's business practices.Desired Settlement: I want a refund of the excessive charges for my move. I was charged nearly $3,000 more than my revised / revised / revised / revised quote (and $4,000 more than my original quote). The inventory used was based off of two walk throughs and a binding agreement - to which you said you could match or beat (of $3,900). The company put us in a situation where we could either 'take it or leave it' so to speak with pricing once our goods were on the truck. If we weren't leaving that day, I would have told them to unload our stuff and kick rocks. Please be advised regarding this tactic when choosing a moving company and leave yourself enough time / the opportunity to unload your goods if they won't honor the agreed upon price.

Business

Response:

In the case of this complaint, the customer attempted to place responsibility on this company for causing a damage which it was not responsible for causing nor remotely related to the service. When the customer received the findings of a complete investigation, which in fact showed that another company hired by him was almost certainly responsible, he became irate. He then looked for other avenues of complaint/recourse and he stated his intention of doing so. The customer repeatedly changed the inventory of the items he planned to transport prior to his move. The price for transport is predicated upon the size of the shipment, therefore with each change in inventory, the price will adjust accordingly. The fact that the customer's shipment was much much larger than he originally communicated, is through no fault of the company. This company will ship as few or as many items as the customer requests, however the price will reflect this, as was repeatedly explained to [redacted]. The pricing for the service was exactly as was quoted originally, which was based on a smaller size shipment. The shipment size grew as the customer added items to ship, this in turn caused the total price to increase however the base price per cubic feet of space did not. When shipments change, a Revised Quote is given and this is appropriate and correct. A Revised Quote is given only when the shipment contents/size change (increase or decrease). Revised quotes are given with each change and actually the fairest and proper way for a company to operate. The number of Revisions is a result of the number of times the customers changes the inventory. [redacted] bill was reviewed thoroughly and all was correct and precisely calculated based on the size of shipment and services provided. At the time of the pick-up and at the time of the delivery, the customer communicated no complaint or dissatisfaction with the price or service. Only weeks later did he email his complaint which was immediately investigated and responded to. [redacted] was informed that if he had any legitimate claim he should most certainly contact this company and we will absolutely process a legitmate claim. At this company, we take pride in the service we provide and make all efforts to ensure that our customers are happy with the service and completely satisfied. Our business is based on repeat customers and referrals. If there is a complaint we make it our business to react and resolve/compensate properly and quickly. In the case of [redacted] it was very apparent that there was absolutely no grounds to his complaint other than to attempt to place the blame for an unrelated issue on this company. We again reiterate we are more than happy to process any legitimate complaint, take responsibility where due and compensate when due. The complaint of [redacted] has no merit and therefore no compensation is due. Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This complaint should serve as a warning to potentialcustomers. I absolutely expressed my dissatisfaction with thepricing on the day of the move. I called Ron, irate, not only because the pricenearly doubled but also because I specifically told him to not use wardrobeboxes (which take up significant additional cubic sq ft if not packed properly)which they did; several of them. I also spoke with Vivian, the lead foreman at thepickup, in great detail. He could tell I was extremely upset, and even he saidthat he would have went with the other quote, so they couldn’t “[redacted]” (hiswords). Had it not been for the fact I was leaving for another state in a fewhrs, I would have told them to unload and to get off my property. Shame on mefor not giving myself that optionality. With regards to changing my inventory, thatnever happened. I basically had to spoon feed them the cubic sq ft. for theestimate. I sent over the inventory list that was done by a professional walkthrough by a very reputable and respected company and A-one came back ~400 sqcubic ft light compared to peers. If that’s not the classic bait and switchtactic, I don’t know what is. Separately, I was going to file a claim ondamaged property, but since it has been brought up already, I’ll address ithere. In addition to being overcharged, the company damaged our driveway duringthe drop off process. The foreman, Jamaal, backed into our driveway with hislift down dragging along the ground, causing significant damages to our pavers(see attached pictures). When I brought this to the attention of the company I wasmet with denial and an extremely rude customer service staff – led by Joann. Tobe honest, the call with the company (which lasted roughly an hour) was one ofthe worst / most frustrating moments in my life. The company obviously accepted no blame in theevent, even after I explained to them that my wife and a contractor doing workon our floors watched it happen; they still would not listen. They said theydid a ‘complete investigation’ which included looking at my house on google maps,asking the foreman if he did it, and asking if the truck can be backed up withthe lift down and came to the conclusion that it was in no way possible thatthey could be at fault. After going back and forth, even speaking with the foremandirectly (who never would confirm or deny he did it, but did say the lift wasdown when he backed up!!!!), I got nowhere. It wasn’t until I was labeled misogynistic(because apparently asking to speak with a manager if you are talking with a women,makes you a misogynist), called disgusting for making false claims (are you kiddingme?!?!?!), and my wife called a liar that I decided that in order for anythingto be done, I needed to make noise. Undoubtedly, the Company will respond to thiswith something along the lines of the dumpster in my driveway caused thedamage. The is 100% false and two eye witness accounts prove it. The damagescaused by the lift are nowhere near the dumpster and had my wife told me thatthe dumpster company did it / she saw it, I would be calling them. Simple asthat. I don’t know how much more clear cut it could be. The foreman, by backinginto our driveway with the lift down, caused the damages. It’sunfortunate that it has to come to this and companies like this one exist, butnow it’s more about protecting other people from distress. I didn’t come to thiswebsite earlier due to the fact that I didn’t want my goods held hostage /damaged before they arrived and I wanted to give them (the company) a chance to conduct themselvesproperly. That obviously isn’t going to happen, so now you have a propercomplaint. A-One’smotto found in another compliant on the Revdex.com site states that “[redacted]

[redacted].” That is the biggest load of [redacted] I’ve ever seen / heard. PleaseRevdex.com, look into the A- rating. They use to market and it worked to persuade meto do business with them – which was a horrible mistake.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I would like to explain the method of which Final Pricing is reached. This is explained in great depth and detail by our salesperson, explained in the written quote and again by the foreman on the day the items are picked up for shipment. Please refer to the many quotes provided by [redacted], specifically to the section labeled "SERVICES" as it reads:"The service includes:1) Disassembly of Furniture for Transport2) Reassembly of Furniture at Destination3) Loading and Unloading4) Room to Room Placement5) Minimum Valuation of .60 cents per lb. per article6) Mileage7) All applicable taxesNote:* This estimate is based on the list of items provided by you for transport and is based on average size.** The final price will be determined by the actual cubic feet of your shipment, to be measured in your presence on the day of the move. "I have enlarged the pertinent section for you. As was explained in writing as well as verbally to [redacted], the pricing is predicated upon the actual size of the shipment, ie., the space it takes up in the truck. This, again, is measured in the customers presence on day of pick-up. The determinant of the Final Bill is 1) the cubic feet size of the shipment and 2) the price per cubic foot, which is a constant. [redacted] was free to ship as much or as little as he wanted on the day of move. Had he preferred to ship a smaller shipment this was his prerogative and the price would have adjusted to reflect this. Inventory provided by the customer prior to the move is for the purpose of getting an idea of size. As we explain to all customers, bottom line is the ACTUAL SIZE of the shipment. The Inventory, of course is important, and only as accurate as the customer provides but bottom line is the SIZE OF THE SHIPMENT. This was repeatedly explained and agreed and signed off on by [redacted].Attached are the documents reflecting the final inventory list and bill of lading on the day of the move. [redacted] phone conversation with the company lasted well over one hour during which [redacted] yelled, used expletives and insulted female managers. Repeated polite requests were made to [redacted] to tone down his language and demeanor and discuss his dissatisfaction. At no time was his wife called a "liar" by anyone at this company and each time he made this accusation it was countered with "we have not called your wife a liar". His accusations are truly unfounded and this finding was a result of an indepth investigation which lasted several days and not as described by [redacted]. [redacted] called in to complain about his driveway damage well over one week after it occurred and insisted that it was witnessed by his wife and the contractor whose dumpster was in the driveway and who moved the dumpster on the day of delivery. It was extremely unusual that no report to this company was made immediately, the following morning or even a day later. The moving truck which delivered his items did not and could not possibly have damaged [redacted] driveway since it is inoperable when the lift is lowered. This was repeatedly explained to [redacted] to no avail. When asked why only after more than a week he decided to inform this company of such damage when "it was witnessed by his wife and his contractor (responsible for the dumpster)" he had no logical answer to provide and accused staff of calling his wife a "liar". The driver, Jamal, clearly stated to [redacted] that the truck did not damage anything and informed him that the dumpster was responsible for the damage since it was dragged. It is indisputable that the damage was caused by the dumpster and that after that company would not take responsibility, [redacted] attempted placing blame on this company. We are sorry that [redacted] driveway was damaged, but cannot take responsibility for a damage we did not cause and suggest he resolve this with the responsible party. His description of his move is inaccurate, his inventory did change and the changes were made by him as is documented. We anticipated the tone and rhetoric of [redacted] response since he repeatedly stated his intention to "Trash the Reputation of the Company". We are very sorry that [redacted] had a bad relocation experience and it is clear that there are more than one company he is dealing with which can be stressful. We are more than happy to accept blame for any loss/damage we are responsible for, happy to process a claim for [redacted], however it must be factual and the voracity of such a claim proven. At this juncture, this company has not acted in any questionable way. Again, we cannot take responsibility for damages we did not cause nor can we take responsibility for [redacted] shipment size. He was welcome to ship as few or as many items as he wished and this was relayed to him. We make all attempts to please and accommodate our clientele in every way possible. We generally are able to do this and have a large customer base of happy clientele and repeat customers and referrals. We cannot and will not, however,process claims which are not factual and will not be intimidated by [redacted] threats to malign the company and its reputation based on false compensation claims. Again, we are sorry this individual was unhappy and hope that he is happy and less stressed with his relocation after all is complete for him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Again, with the lies and slander.

First, the ‘in-depth’ investigation they describe is a complete fabrication and outright lie. They say it took several days…hmm… weird… because the first time I brought up the claim was at 1:36pm on August [redacted] and I received a call from Joann (the claims representative) at 5:20pm the same day. Again, these are not honest people. (see my previous response for the what their in-depth investigation entails)

Second, I think I made it pretty clear that if my wife saw the dumpster bang up our driveway and not the truck, we would be taking it up with the appropriate party. Apparently, mgmt of this company is too dense to realize that. Once again, I’ll reiterate, the truck lift on the a-one van lines operated Budget rental box truck damaged our driveway while backing up. And again, I’ll reiterate, if we saw the dumpster damage our property (like the truck did) we would be filing a complaint with them.

Third, Jamal, on our call said his lift was down when he backed in. However, he had a hard time getting a word in (as did all of us) because Joann spoke over him (and us) repeatedly and said there is no way the truck lift can be down in operation (i.e. while backing up, in motion etc). When I told Joann that its 100% possible for trucks to be used with the lift down, she put me on the phone with her operations manager (i.e. someone who apparently knows the trucks inside and out). After explaining to him what happened, he corroborate Joann’s stance. He said there is no way a truck can be backed up with the lift down. Well that statement is simply not true. I’ve had several trucks come by to deliver furniture in the past week or so. Asked every single one, if they could back up with the truck lift down. Each one, with a befuddled look (because they didn’t know why I was asking), said yes, with the caveat that it’s not a good idea. I even called Budget (the third party truck A-One was using); they said it is possible, but not recommended.

OK, so apparently A-One van lines, in their infinite wisdom, are the only ones that believe a truck with its lift down cannot be put in motion. And apparently they are sticking to that claim as "indisputable"...

And for those who will eventually read this, this is the owner responding to my complaint. This is the tone and rhetoric you can expect from an owner of an A rated company with “happy clientele and repeat customers and referrals” when you call them out for their wrongdoings.

?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Review: I hired this moving company to move my stuff from new york to florida when my furniture got there it was damage I also the driver was very disrespectful he told my daughter inlaw that it was to far for them to carry the furniture they were parked in from of the building so they charged her $150 they said if not they would leave the furniture in the parking lot im on the phone with my daughter inlaw while the driver is saying all this I called the company they told me that I had to talk the driver they had nothing to do with that im in new york while all this is going on the furniture they took apart in new york they had to put back together when it got to florida they didnt put anything together they broke my love seat they bend my side by side stainless steel refridgerator all over they broke my size boxspring now they dont want to pay for it they picked up my furniture 6/**/2014Desired Settlement: compensate me for the damages

Business

Response:

We have spoken to [redacted] on numerous occasions which date back to July 2014. We made all efforts to resolve his concerns and spent many man hours in trying to do so. After several discussions, we offered [redacted] a cash settlement to resolve his claim. He accepted this settlement and a check was issued to [redacted] on 7/**/2014 (see attached) as a "Final Settlement". [redacted] accepted the payment and cashed the check on 7/**/14 as is noted in our statement from Chase Bank. We are at a loss in understanding why [redacted] accepted the Final Settlement offer if he was not satisfied and why now he again is seeking additional monies. It was our understanding from [redacted] that the matter had been settled. As far as we understood the matter was resolved and further when a final settlement transpires the matter is resolved. We, nonetheless again contacted him to try to understand why he was lodging a complaint with the Revdex.com when he had received a settlement. Apparently, he decided he wanted more money from this company. We therefore reached out to [redacted] again, apologized again, spent close to one hour on the telephone with him and explained that the matter had been resolved with the cash settlement he received and the process is finalized when a settlement is accepted.

Sincerely

A One Van Lines Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

the $150 I was given was not a final settlement it was and over charge that the driver falsly charge me saying that the distance from the truck was to far from the delivery point when I called the company to tell them about this charge the the lady at dispatch told me that if the driver is charging me that money that they had no control over that and I also told them that the driver was also very aggressive and I guest they didnt beleaved me if the company put that this was a final settlement on the $150 check they send me its not true I had alot of damage to my furniture also when I first contacted this company I gave them a list of everything I was wanted to move when the driver showed up its was the same items I told them I had he had the list of the price they gave me once they came in the apartment having the same items they changed the price on me from $2600 they wanted to charge me $4500 I told them no how they got $4500 if I had the same things I told them I had and they gave me a price on for $2600 I called the company back to find out what had happen with the price they gave me but the driver had called them first he went outside and called them so were back and forth and I was telling them I didnt have that kind of money so the driver asked me how much can do I have I told him all I had in my bank account was $3000 so he called back his boss and then he came back and said well my boss said since were already here to take it but I was waiting for about 1hr for them to deside and they broke some of my stuff and they saiying that they gave me a deal on my move are they kidding me I was over charged from the price they gave me to what they charged me and now they dont want to pay

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We spoke to [redacted] and he agreed upon a final settlement in the amount of $200 to settle this matter. Attached is a general release form signed by [redacted]. A check was mailed out on 10/**/2014 to [redacted]. A One Van Lines again apologize for any inconvenience or distress [redacted] might have went through.

Sincerely

A One Van Lines Inc

I moved with A One Van Lines from my college house in CT to my graduate school apartment in Boston. I put my name on the United Van Lines site and was contacted the very next day 8-10 different potential movers from MA, CT, NY, NH, GA, FL, TX... everywhere! I took the time to provide my inventory list (one bedroom and a kitchen) to many of the potential movers. I knew that I needed a company that would load my items into the truck, store them for the summer between semesters, and move the items into my new apartment. A One Van Lines was one of the many to contact me on the first day.

After about a week or two of reviewing quotes, consulting my parents, and holding numerous conversations with the final two or three movers, I chose A One Van Lines because of their price, their ability to store my items, their experience moving in the city (being from Brooklyn), and their willingness to commit to a “long distance move,” as they called it. A One Van Lines was one of the lowest quotes, at about $1800, plus tip and $100 per month of storage. This was much more than my family had anticipated, but with even higher estimates from other companies, we settled.

The initial booking was very smooth. [redacted] was very friendly and even called to congratulate me on my graduation. I was successfully moved out in May, on the Monday following graduation, which I requested. There were three men packing up my items. I had already boxed the majority of my items (spare my laundry basket, lamps…), but they insisted on re-taping (over-taping) everything and charging us for the tape. A minor annoyance in the grand scheme of things. I reviewed the contract with my father and I signed and initialed the 6-8 pages. They would not begin packing my items until I signed. The men were each tipped generally for 2 hours of labor, with no stairs and direct access from the driveway. Overall, the move out went very smoothly.

In August, one month before my move in date of September * (which I had clarified with [redacted] when I moved out in May, and reaffirmed when I secured an apartment with an address about a week after my move), I called to verify my address and my move in date. I was also calling to inform them that my mother would be present during the move in because I would be in class. They dismissed my call and asked that I just email them the date and address. They notified me that they had updated my “request.” I followed up with the information about my mom, the parking situation on move in day in Boston, and the time frame I was looking for, though I understood to be flexible. They immediately emailed me back asking me to call, after dismissing my phone call just a half an hour earlier.

When I was able to call them back about an hour later, they told me that they have 14-21 to deliver after my requested date. Initially this sounded like I requested my 9/* move at least 14-21 days in advance (which I did), they would be able to process/guarantee it. No. It meant that they had 14-21 days AFTER my requested DELIVERY DATE to actually bring me my items. I was also told that I could not be guaranteed the date that I requested because I was a “long distance move” and they would be waiting to fill a truck with items heading to Boston or this area that also wish to move in “around the same time.” I was NEVER informed that the date that I wished to move in could not be guaranteed like my date to move out. They told me it was federal regulation and was contained in the contract that I signed. Mind you now, I have one single page of the contract, with my listed inventory and my price. There is a back page filled with fine print. The emailed contract also contains a clause which states:

DELIVERY:

A One Van Lines will make every effort to deliver your goods on the date that you request, however there are certain circumstances which can occur on any Long Distance deliveries which are not under our control (ie., weather, road closures, mechanical issues,etc.). We therefore must request that you allow 14-21 business days for delivery. Please feel free to call this office at any time for updates on the status of your shipment. Prior to leaving we request that you verify and nofify this office if:

1. There are any days/times during which access to your builcing at delivery may be denied.

2. There is clearance at the delivery location for a 53 foot tractor trailer. (If there is not clearance it will be necessary to have a shuttle (see below).

It is critical that we have this information as soon as possible. This will ensure a smooth delivery of your shipment.

I do not believe that anyone reading this provision would interpret it to mean that they could take their sweet time to find a driver to deliver your goods, or could wait for other customers to move to the area, or postpone your move until their tractor trailer is full. A tractor trailer did not pick up my items, so I know that they have smaller trucks available for smaller moves. Naturally, I was very upset upon learning this information. Since September * is a very popular move in date, especially in Boston, they made it very clear that my items would most likely NOT arrive on the date that I had requested, and would potentially be there as late as two weeks after my requested date. I am about to begin law school in a new city, and now I am worried about whether I will have a bed, a desk, and dinner plates during my first week. How incredibly stressful!

I was transferred to three different people, one being Beyokia would repeated said “It was in the contract,” “I’m sorry you didn’t understand what I clearly said to you,” “I’m sorry you didn’t read the whole email.” I also spoke with a [redacted] who didn’t even introduce herself, or her company, when she answered the phone. Transfer or not, you should at least answer saying “Good afternoon, this is [redacted], how may I help you?” But she didn’t. By this point I am in tears from frustration and feeling as though people are not understanding me. I obviously got the message that it was in the contract, I was upset that no one had verbalized that important clause to me (when they repeated emphasized their dimensional charges) and that I was left unaware that I would have to wait. They never indicated that they would call me with an updated move in date or time. The email simply stated that my order had been updated. What if I hadn’t followed up with additional information? What if I hadn’t called? When would they have told me this? The manger told me that I needed to “calm down” and that I was “overreacting.” She repeated the same things the other two women had told me and didn’t seem to come up with any helpful solutions. She told me a private truck, to deliver only my items with a guaranteed delivery date, would cost $2000-$5000 without the actual unloading. Can you say scare tactic?! She advised me to “call back when you have collected yourself” and to check back with the company a week before my anticipated move to get an update on any other customers moving on September *. I dropped it until the week before my move, as instructed.

I called the Monday before my move (the following Monday, Labor Day). No update. I called Wednesday and was told maybe Tuesday (due to the holiday), more likely Friday. I accepted this since having an alternative date of Friday was better than thinking the end of September. They told me that if someone was delivering on Tuesday, I would get a call on Monday. When I hadn’t received a call by 4:45pm on Monday (almost the end of the business day), I called them back to get an update. I was told not Tuesday, hopefully Friday, I would receive a confirmation phone call on Thursday. 4:45pm on Thursday, no call. I called them. Not Friday, it’ll come on Saturday, they would call on Friday with an estimated time. Same time on Friday with no call, I called them. Not Saturday, guaranteed on Monday. Sunday they hadn’t called me by 5pm. I called them. They apologized and shortly after we received a call from the driver that it would be delivered between 3-5 on Monday. FINALLY WE ARE GETTING SOMEWHERE. Mind you, my mother had taken an entire week off at this point to help me with my move. She was moving from hotel to hotel because I didn’t have a bed and we didn’t know when my furniture would be delivered. So we incurred another $1000 in moving costs by needing to find another place to sleep for a week. Ridiculous.

The items were finally delivered at 5:45pm on Monday (late). The delivery men didn’t even drive for A One Van Lines! They were subcontracted to make my delivery! How short staffed are you? Ridiculous.

If I had not pestered the company, who is probably as annoyed with me as I am with them, when would they have called me to tell me the delivery wasn’t coming on Tuesday, Friday, Saturday? Were they just going to let us sit in an empty apartment on standby until we don’t get a phone call or a delivery all day? Oh I’ve been waiting from 9-5, no phone call. Oh well, maybe they’ll come tomorrow. NO. NO ONE THINKS THAT WAY. This is not even remotely acceptable business practice. The communication from these “customer service” individuals is [redacted] poor and pathetic. They need a lesson on respect, respecting a customer’s time, a customer’s money, and respecting the fact that a customer has expectations and would like to be informed about their items. Just utterly terrible service and communication. I am so completely disappointed and I never want to move again for fear of having this nightmare reoccur. Never again.

Review: I contacted them for a move for my daughter gave them all of the items to be moved

Original contact [redacted] set up for July [redacted]/** quoted $1003.59 - did not include stop in [redacted] asked for

6/** quoted $1383.09 with stop in [redacted]

6/** quoted $1458.09 with stop in [redacted] and an extra flight of stairs and

my daughter signed an paid deposit ,now told could only do July ** 7/** Movers come advised my daughter their is another flight of stairs for to be charge $75 (even though this was all described to [redacted]

then they tell her it is way over the estimated Cubic feet that was quoted (even though the items picked up in NY did not include the items to be picked up in [redacted] ,again all of these items

were given to [redacted] numerous times...Pick up guys even said this happens all of the time on misquotes) and now the charge is $1795.59 withought the pick up in [redacted]

After many calls, an hysterical daughter what can she do the things are on the truck...asked for the date ready for delivery she give Aug * 7/** After many intense conversations with [redacted] and [redacted] ([redacted] I believe) [redacted] agrees to a reduction of $150 on final payment when items arrive

7/[redacted] informs items going on next trailer

8/* Items not sent yet, [redacted] keeps informing they have 14-21 days from Available date 8/* ...[redacted] informed when contract done that it was 14-21 days from pick up

8/* Called spoke to some who says office is not open on Saturdays they are answering service

8/** Daugher leaves for [redacted] still no delivery date....

8/** Call speak with [redacted] still saying no sure when

8/** Call speak with new person [redacted] she says it will be delivered by 8/** 8/** Deliver finally comes

I know have to pay to have the furnitue in [redacted] delivered to [redacted] and my daughter has been with a place to sit for over two weeks

This is a clear case of [redacted] -misquoted Cubic Feet, misquoted number of flights of stairs, and the company who advertising number New York to [redacted] mover ...clearly does not have shipments to [redacted] on a regular basesDesired Settlement: I would like to see my daughter reimbursed from the original quote of $1003.59 to the end result of $1645.59

This was a very stressful and painful experience

Any questions please feel free to contact myself [redacted] ###-###-#### or [redacted] ###-###-####

Business

Response:

We contacted [redacted] on September **, 2014 and gave her an offer. [redacted] said that she would consider it and give us a call. We waited several days for a response, then tried to contact her but to no avail. We are still waiting for a response to resolve this matter.

Sincerely

A One Van Lines Inc

Review: This company is unethical and is scamming people. I was quoted a price just over $1000 for my move. I was very honest with them about what I had, which was very little. The issues started when I was called late Friday afternoon (just before 5 pm) for a Monday morning move to be told that they had figured out the price wrong. They had calculated the mileage incorrectly and it would be hundreds more. First, at this point, I wasn’t able to call any other companies because it was late on Friday! This was obviously deliberate. Second, what company doesn’t eat the cost themselves when there is a mistake?!? That shouldn’t be passed on to the customer, particularly when it is too late for that customer to go with another company.

Then, on Monday, when everything was in the truck, I was told the mileage was incorrect yet again, and that it had only been calculated in one direction. So, the hundreds that it was off by was now double! They acted like I should have known that the mileage would be there and back. Of course, it isn’t my responsibility to have a correct quote. Also, I don’t work for the company. I don't know how their company works! Maybe they only calculate in one direction. Then, I was told that my things came out to be more cubic feet than anticipated, and that was another $300. When I asked them how that could be, they said the couch was large. This is crazy because I told the person doing the estimate that I had a large sectional sofa (and honestly, it isn’t even that big, but wanted to err on the side of caution). Also, the sofa as a whole maybe takes up to 100 cubic feet, so it shouldn’t have been an additional 100 cubic feet (it was $3 per cubic foot). When I told them what they were doing was wrong and likely illegal, I was told that if I didn’t want to pay, they could unload my things and leave them in the street. At this point, I wasn’t even near the home of which I was moving out as I was getting the sofa from friends that were also moving. And my friends were moving that day. So, they were literally threatening to leave my things in the middle of the street near a place to which I no longer had any connection.

At this point, the cost was going to be over $2000 instead of just over $1000, which is clearly not ethical. On the conservative side (since there were a few other possible disputes), I was charged about $740 more than I should have been. As the alternative was leaving all of my things in the middle NYC, I didn't have a choice but to pay.Desired Settlement: Ideally, I would like the money back that I was forced to pay at the last minute, the amount that was the mistake of A One Van Lines. However, I would at least like the Revdex.com to know about this situation and investigate the company so that others do not suffer as I did. I lost a lot of money, which was not easily affordable to me, and was put through a lot of stress. Before my things were delivered (but after being packed up at my old home), I tried to talk to them about it, and was yelled at every time (as in literally screamed at). I was told they couldn't lose money on the move and were a company and had to make money. When I explained that I understand that, but if I was quoted the correct price initially, or even told that it would be more expensive with enough time to find other options, I would have understood. But, the first price increase was relayed to me on Friday afternoon for a Monday morning move, and second after the truck was already loaded. At both times, it was too late to go with any other option. None of these pricing mistakes were my errors, but the company's.

In an effort to save some money, I canceled one of the stops on my trip where I was supposed to pick up a kitchen table and chairs. They had initially charged me $100 for the additional stop, plus space in the truck for these items. So, after arguing with them (they initially wanted to still charge me for the stop, even though I was working out ahead with them not to make it), they finally agreed to give me $175 back for not making the stop and not loading the table and chairs, and I think trying to “help,” gave me a few moving items for free. It is difficult to say exactly how the $75 of the $175 was broken down. But, whatever the case, they were clearly trying to shut me up and hope I wouldn’t report them, not “help.” I have already accounted for this in the disputed amount.

If possible, I would like for you to contact me before contacting this company as I am afraid of retribution. Considering how they screamed at me on the phone, and their overall unethical practices, I am honestly afraid of what they could to do me or my family. Thank you very much for your help. I cannot express enough how awful this experience was.

Business

Response:

We have been in contact with [redacted] on several occasions to settle this matter. [redacted] told us she would get back to us therefore we are patiently waiting to speak with her to give her an offer and possible come to an agreement in order to resolve all concerns.

Sincerely

A One Van Lines Inc.

Business

Response:

We spoke to [redacted] and she agreed upon a final settlement in the amount of $350 to settle this matter. Attached is a general release form signed by [redacted]. A check was mailed out on 10/**/2014 to [redacted]. A One Van Lines again apologize for any inconvenience or distress [redacted] might have went through.

Sincerely

A One Van Lines Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

This is, of course, assuming I truly do receive a check from A One Van Lines. Unfortunately, I was not given much time to respond to this message. I waited as long as I could, but did not want to wait so long that I could not respond.

Assuming I do receive the check, I end my complaint (if it is possible to check up with my in a few more days, that would be great). However, I would recommend to the Revdex.com to keep a note of this situation for future reference when others have complaints. Getting even this amount of money from them was absolutely agonizing. I had to speak to many different people. Fortunately the last couple of people I dealt with were very nice. But, it was still a long process, and it was often implied that somehow any of this was my fault. I was also told over and over that they could have done more if I hadn't gone to the Revdex.com. When I told them that I called a number of times and spoke to many different people, and was told there was nothing that could be done (and in one case was screamed at) before taking this action, I was literally told that this was untrue. As if I would forget! Again, I am dropping my case against them as I am at least getting something and do not have the time to fight over the rest of the money. But, I still think this company is dishonest, and should have an eye kept on them. I've never dealt with a company like this in my life. They were so dishonest that I was a little afraid of who I was dealing with and what they could do. They were that bad!

Sincerely,

Review: I entered into a contract for A One Van Lines to move me from Bristol Connecticut to Sandy Springs GA . I received my final estimate from [redacted] and employee on A One Van Lines on May *, 2013 for $2.75 per cubic foot plus an 8% fuel surcharge based on the actual cubic feet after the truck is loaded. I paid a Deposit of $150 on May*, 2013 to be moved on June **, 2013. On June **, 2013 I called to confirm my move. I talked to [redacted]. He told me he could not honor the price which I was already contracted for because those were the winter rates and [redacted] was new to the company and didn't know any better. The company wouldn't be making any money at that rate. I tried to tell him the contract was already signed because I put a deposit down. The summer rates were $3.50 but he would give me $3.15 and that was the best he would give me. I asked to speak to his manager and he told me he was the manager there was no one for me to talk to. He would let me out of the contract and give me a refund if I wanted. I responded that it was 2 days before my scheduled move and I couldn't find another company in that amount of time. I was expected at my new job I had no other choice but to take the rate and fight it at the end.Desired Settlement: I would like a refund of the difference between the original contract that I put a deposit on and the price I was made to pay. The difference being $432 as I had 1000 cubic feet.

Business

Response:

Thank you for contacting us regarding this issue. We have since come to mutual agreement by way of telephone, therefore I believe this complaint is no longer needed.

Sincerely,

Consumer

Response:

The owner and I have sponken on the phone and have come to a resolution. Once the settlement reached is received by me in the mail the I the complaint ID [redacted], and find the resolution will be satisfactory to me and the matter will be resolved but will not be resolved until the settlement is received.

Sincerely,

Review: When I booked the company for a move, I specified that I needed the move completed by 4:00pm that day. I was also quoted $1015.00 as the total move estimate. The day of the move, the moving team arrived at 10:00am, which I was informed that they could have arrived at 7:00am for the job by the workers. The job was extended to two days. The final cost of the move was more thatn twice the estimate. We was charged $2467.80 in total. This was a local move and I itemized everything that was being moved. I, also, overestimated the amount of boxes that would be moved. The final price of this move was ridiculous.Desired Settlement: I expect a reasonable refund of monies excessive of the estimate. I expected the full move to be about $ 1700.00. I expect a refund of at least $767.80.

Business

Response:

We been in contact with [redacted] daughter on several occasions, the last time we spoke to her she informed us that unfortunately [redacted] passed away. We would like to give our humble condolences to the family and we are patiently waiting on a response to settle this matter.

Sincerely

A One Van Lines Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have to finalize the funeral arrangements for my Mother and then I will be able to think clearly enough to deal with the complaint. The business will hear from me within the week from today's date. Thank you for handling this matter.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

A One Van Lines spoke with [redacted] on 1/**/2015 she agreed to accept $350 as compensation. A check in the amount of $350 will be mailed out to her. This dispute has been resolved for all parties. A One Van Lines [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I am still waiting for the check to be sent.

Sincerely,

Review: - I was charged twice for the security deposit and would like a full refund of both charges back into my account

- I called many times and stressed my move out block was strict and only for an hour (10am to 11am). They me a window from 9am to 11am, which I tolerated. However, the movers got “lost” and gave me no heads up and did not even get to my building until 11:30. By the time they got to load the truck it was more than an hour past my moving block. The management of that building is extremely upset with me since all the moving blocks for the day were full and I was not able to communicate where your drivers were. I live off of a main highway. I do not understand how they got "lost" getting to my building especially considering the smart phones they had at hand.

- Next, it took them an hour and a half to drive .9 miles - a distance I was able to walk in less than 15 minutes and see that there was no congestion. Clearly they were running the clock to over charge me. This caused them to first try to charge me over $800. This did not make sense considering I was quoted 580 ($145 an hour). Once I pointed out this mistake he then "only" charged me for five hours. I still thought was absurd and only agreed to pay it to get my items removed from the truck. They were done unloading the truck and out of my door before 4. Making them able to move me in 4.5 hours not even the five hour I was charged.

- Once they left, I started to slowly unpack when I realized that boxes that were labeled with arrows and “This Side Up” were carelessly flipped upside down causing damage to the object in them. My dresser, chair, and head board are all damaged from the move and my standing jewelry box is now ruined beyond repair. Also, I found my jewelry box propped up and hidden behind a box. This to me indicates that they knew they damaged it and tried to hide it.

I have never in my life had such a horrible move nor have I ever had so much damage to my personal belongings. I have moved nine times in my life. This was the shortest distance I have moved, yet this is by far the worst. This is extremely unacceptable especially for a move that was only .9 miles away. I have never been so unpleased and upset with a company that was relocating me. I feel as if they were taking advantage of me since I was a woman by myself and they knew I had no other option. I would like a full refund of this service as well as payment for my objects you have destroyed. I would also like to warn others so that their objects are not carelessly destroyed.Desired Settlement: I would like a full refund of this service as well as payment for my objects you have destroyed. I would also like to warn others so that their objects are not carelessly destroyed.

Business

Response:

The customer contacted this office several times, extremely agitated. Her allegations were investigated and repeated phone calls made to her, however she did not answer her phone nor was there any option to leave a voicemail since her mailbox was full. She finally called back, again very agitated and was very difficult to speak with. The Credit Card she alleges was charged twice, was never charged twice, as the attached email from our bank confirms. Repeated attempts to explain this to [redacted] were unsuccessful. We requested she call her bank so that they could confirm to her that her card was not charged twice, however for some reason, unbeknownst to us, she was reluctant to do this. [redacted] complains that the movers arrived late. When reserving any move, as was explained to [redacted] when she contracted her move, there is a window for arrival. All efforts are made to arrive timely. [redacted] was moving out of an apartment in Manhattan. Unfortunately, Manhattan traffic and congestion it is not within our control. Our records indicate that the truck was delayed in extreme congestion in Manhattan. [redacted] was contacted by this office and notified that the truck was running late. Our office logs confirm the phone call made by the secretary and the conversation with [redacted]. We apologize again as we repeatedly did to the customer. We are more than willing to contact her building and explain this to them as well. [redacted] complains that the movers spent an inordinate amount of time locating the destination. Our records indicate that the only delay was caused by [redacted] attempting to locate the entrance the truck was permitted to use. The movers only delay was waiting for [redacted]. At no time was there ever any attempt to overcharge [redacted], she was unfortunately extremely annoyed throughout the move and difficult to speak with. The movers made every effort to please her however this apparently was useless. We apologize for any misunderstandings. [redacted] packed her own boxes. The movers make every effort to handle all inventory with care however they are unaware of how the items are packed. We offer the service of packing however [redacted] preferred to do her own packing to save monies. If items are packed improperly the responsibility remains with the owner. Any special instructions regarding the boxes should be pointed out to the movers. [redacted] did not do this. She apparently was too stressed out about her move from the first moment the movers arrived. We again apologize. [redacted] was transporting several pressed wood items. Pressed wood items are extremely fragile and generally apt to breakage when transported, especially older pieces that have undergone multiple transports which in fact was the case. We do transport these items, however, at the owners risk. This was explained to [redacted] by our Foreman, [redacted] opted to transport the items at her own risk and signed a Waiver (attached) to this effect. Again, we apologize for any dissatisfaction. This company is in no way biased towards women and is in fact an equal opportunity employer. Our staffing are comprised of members of all ethnicities and gender. It must be pointed out here that this type of accusation is unacceptable and defamatory. We have repeatedly told [redacted] to file a Claim. A Claim was emailed to her on July *, 2015. We will gladly, as she has been told, process her claim and remit any due damage compensation as per the Legal Unit of this Company. [redacted] is aware that the coverage which was free of charge is 30 cents per lb. per article. She elected not to purchase additional coverage for her move. She again was upset at this and blamed this office for this as well. It is unnecessary for [redacted] to state mistruths, which we can prove are untrue by irrefutable documentation. She should file a Claim. It will be investigated and processed. She will, however, not be given a Free Move. We always make every effort to please our customers and our motto is that the customer is always right. In this case, however, there are indisputable facts. We would have liked [redacted] to have been happy with her service but doubt that this was at all possible regardless of the company or the movers. Susan C[redacted]

Review: I was referred to this firm by a reliable person. Call them and they gave me a quote. Sounds reasonable. Booked it. They have my items on the truck and now it's a different price altogether. Doubled.

Checked the work afterwards. The door to my Armoire is badly damaged and missing parts. Leather sofa legs are damage. Leather chair edge is scrapped. Contact the company, one of the managers wants to give me one hundred fifty dollars for the damage. Insist upon settling that way, until I insist on going thru the insurance.Desired Settlement: Replace the door of the Armoire A One's movers damage, legs to the leather sofa. Buts that not going to happen according to [redacted] at A One because their liability only cover 30 cents per pound of any item involved.

Business

Response:

[redacted] was sent a Claim Form to be completed by him and returned to this Company. We await receiving his completed Claim. Once we are in receipt of his Claim, we will investigate thoroughly and compensate accordingly based on valuation coverage guidelines. [redacted] was offered additional insurance coverage at the time he reserved his move, which he opted not to purchase. His coverage is valuation, which is free of charge, however less comprehensive and limited to 30 cents per pound per article. This company has spent much time and effort in attempting to satisfy [redacted] to no avail. We did send the Claim Form out timely upon his request. We anticipated receiving and processing this for him and were therefore a bit surprised that he filed his complaint with the Revdex.com before even processing his Claim. We have contacted him and communicated to him that we await his completed claim. We hope to resolve this according to contractual guidelines and duly compensate him in strict adherence with valuation coverage stipulations. We regret that [redacted] was unhappy and regret any inconvenience he felt was caused by us. It is our Company Policy that our Customers are priority, always right and their satisfaction comes first.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

I was willing to let this go before logging this complaint until I was completely insulted by the offer made by the company to compensate me for the damages cause. I only mentioned one piece furniture damaged to the company but I found multiple pieces. I should have purchase the insurance they mentioned but they would have doubled the price like they did the quote they initially gave me for the service. My wife and I have asked for a detailed bill but that still hasn't been provided. I'm not surprised by this situation. Unfortunately, this is a lesson for me. I know anyone I know that's moving, I will make certain this company is off their list of companies to consider.

30 cents per pound per article. What a joke!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: The quote they gave ive was a fraction of what the price will actually was after talking to the sales person I updated the list and he said a full load would be a possibly few thousand more the actual price was ovlmost 3 times higher.They showed up in a a small [redacted] type truck and could not get all of the contents loaded then came back the next day for the rest which was promised to arrive 7 days later. Two weeks and still no delivery and when you call for help they are rude and avoid giving you answers.

We used them still only because we had to move since my wife's new job started the next week, but this lack of service is unacceptable and needs to get resolved asap.Desired Settlement: Get the price closer to what I was quoted on the phone and deliver the rest of our contents.

Business

Response:

[redacted] contracted moving services from New Jersey to Kentucky. Their original inventory of items to be shipped changed dramatically several times, growing larger with each change. It was explained to them on more than one occasion that the final price was predicated on the size of their shipment and they fully understood this. An oversized truck was dispatched to their residence on the 7/**/15. The [redacted] received full packing services and an exclusive truck to transport their belongs to their new residence. The truck dispatched was not a[redacted] states, a "small [redacted]" which is the size of a large Van and not utilized ever in the Moving Industry but generally intended for DIY transporting. The [redacted] apparently vastly underestimated in their description of items for transport, the amount of things they wanted to transport and thus the Revised Quote. In fact, the [redacted] shipment could not fit onto the truck and necessitated a second truck. Had it been communicated more precisely, this company would have dispatched two trucks to the site and additional moving staff. It is not to this Companys benefit in any way to return a second day to the pick-up location. It is always preferable from the company standpoint to complete pick-up in one day. We do not in any way blame the customer, we understand the stress and confusion involved in undertaking a large relocation, but can only operate with the information provided prior to and requests made on the day of pick-up. We transport as much or little as the customer instructs, which is precisely what transpired. The delivery was made in as expedious a manner as requested on the first load; the majority of the shipment which was delivered directly and arrived two days later on the [redacted] of July, which was the day they requested delivery. The second load, picked up on day 2, was a small shipment and was also was delivered timely. Several attempts were made by this writer to speak with [redacted], VM"s were left, but no call was returned. The Bill of Lading was thoroughly reviewed and was correct. No overcharge existed and all charges were fair and legitimate. We are at a loss in understanding Mr. [redacted] complaint and would like very much for him to return our calls.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[We are still missing many items as I told them on the phone, they have left 2 messages which I have responded to both times and then they never get back to me. As for the billing, they gave a quote and came in 3 times higher than what was quotes. When they got there we had no choice as we needed to move. These people are scam artists and seem to have a very polished routine for taking advantage of consumers.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I am now working with Joanne to try and resolve this issue. I think we are making progress and feel that we are now both working towards a solution.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We are currently in communications with the customer and diligently working with him to resolve issues.

A One Van Lines I give a five star rating , I spoke to Joseph in reference to a move from ** to [redacted] .. It was Great from the start to the end . Mark was my foreman .. Great Company . [redacted]