Greenline Moving and Storage Company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This company has offered nothing to resolve my complaint and in fact, they have reinforced why I have reason to complain It doesn't matter how many people they list and state that are "more than willing to assist with small things", they assisted in no way from the start of my move where I had to call them and ask why they weren't at my house when they said they'd be until today where no one can tell me where my belongings are My belongings have been out of my control for over a month This company insists they had crew that spoke English I'm saying they didn't speak English to me and they couldn't read the fragile label on many of my boxes Greenline trucks are labeled as such according to Greenline's website A commercial truck was used in my move If the company checks their records they'll find it was either a Ryder truck or some other commercial truck I also repeat there was no anchored strapping in the truckThe company reinforces my reasons for this complaint when they use excuses such as the "busiest season of the year" as a reason for not be timely in their moves If the company knows it's the busiest season then why aren't they reinforcing their staff to meet the demand Instead they are putting the burden on the customer to wait longer than necessary for pick up and being week after week delays in delivery To say that a mover was still sleeping as a reason for being several hours late is unacceptableAdditional reasons for not accepting the company's response to resolve my complaint include the following: The company's website is [redacted] where they make the following claims for LONG DISTANCE MOVES - Green Line Moving offers reliable long distance moving Our quality long distance moving services will ensure that you will be comfortable with us transporting your personal or office belongings.These statements are advertisements There is nothing reliable about being hours late on pick up and weeks late on delivery When a mover can't communicate with me and when the person at the company is short with me on the phone, that is not quality service to me We work with all of our customers to provide you with dependable information regarding the moving dates and locations for each long distance move At Green Line Moving, our courteous relocation specialists will help you plan and schedule your important moveThese representatives have extensive experience in providing detailed long distance moving information such as knowing where your items are at all timesThese statements are advertisements No dependable information was given to me regarding my pickup or my delivery datesNot all of the Green line Moving staff were courteous There is no one at Greenline that can tell me where my household belongings are as of today, July 24, 2015._____________________________________________________________ [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This company has offered nothing to resolve my complaint and in fact, they have reinforced why I have reason to complain It doesn't matter how many people they list and state that are "more than willing to assist with small things", they assisted in no way from the start of my move where I had to call them and ask why they weren't at my house when they said they'd be until today where no one can tell me where my belongings are My belongings have been out of my control for over a month This company insists they had crew that spoke English I'm saying they didn't speak English to me and they couldn't read the fragile label on many of my boxes Greenline trucks are labeled as such according to Greenline's website A commercial truck was used in my move If the company checks their records they'll find it was either a Ryder truck or some other commercial truck I also repeat there was no anchored strapping in the truck.The company reinforces my reasons for this complaint when they use excuses such as the "busiest season of the year" as a reason for not be timely in their moves If the company knows it's the busiest season then why aren't they reinforcing their staff to meet the demand Instead they are putting the burden on the customer to wait longer than necessary for pick up and being week after week delays in delivery To say that a mover was still sleeping as a reason for being several hours late is unacceptable.Additional reasons for not accepting the company's response to resolve my complaint include the following:The company's website is *** where they make the following claims for LONG DISTANCE MOVES - Green Line Moving offers reliable long distance moving. Our quality long distance moving services
will ensure that you will be comfortable
with us transporting your personal or office belongings.These statements are advertisements There is nothing reliable about being hours late on pick up and weeks late on delivery When a mover can't communicate with me and when the person at the company is short with me on the phone, that is not quality service to me.
We work with all of our customers to provide you with dependable information
regarding the moving dates and locations for each long distance move
At Green Line Moving, our courteous relocation specialists will help you plan
and schedule your important moveThese
representatives have extensive experience in providing detailed long distance moving information
such as knowing where your items are at all times.These statements are advertisements No dependable information was given to me regarding my pickup or my delivery datesNot all of the Green line Moving staff were courteous There is no one at Greenline that can tell me where my household belongings are as of today, July 24,
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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***As of today, July 23, 2015, it has been one month since I have seen my household goods that Greenline packed into a truck on June 23, in Herndon, VA.
I am rejecting the Company's response because: it's inaccurate and the responder provides no evidence to prove the truth of the responses The name of the responder would have been more professional as well I have no couch, no dishes, no utensils to eat with, etc There were also several vacuum bags of clothing that I don't have access to.In response to the listed items, I provide the following:
Item 1: Not only was Zeke a representative sales associate, but so was Vee, Lauren and Caitlin as evidenced by the emails I received I have an email from Lauren on 3/14/with a moving estimate and a contract I have an email from Zeke with a revised estimate and contract I have emails from Caitlin dated from 6/22/and 7/14/ All this goes to show how quickly they moved to sign me into a contract, but they have done little to meet their end of the bargainItem 2: Use of non-company moving trucks may not have the necessary accessories such as strapping or anchor bars necessary to secure items The truck that arrived for my move did not have strapping or anchor bars capable of securing items Had the person responding to my complaint witnessed this himself, he would've seen what a saw, a truck empty of the necessary attached hardware to secure household goods It was not a company moving truckItem 3: I contacted the moving company the morning of the move to find out why they were an hour late They were supposed to arrive between and a.m I was told that a crew member was injured and they expected to find another member and the truck would be at my house within the hour At or about noon, I contacted the company to find out where they were I was told the truck was in route and should expect to see it within an hour I contacted the company about the o'clock hour and stated how displeased I was with their "no show" I was told that things happen and that it was reality that people get hurt on the job The truck finally showed up between 3:and pm I had planned to travel by car from VA to FL and to leave before noon to avoid the D.C./VA traffic Because of the company's delay, I left in the middle of evening business traffic and arrived in FL - hours later than planned I was never "ok" with the kind of delay experienced from this company's inability to perform as promised I also had to repeatedly contact them about where they were
Item 4: Not only did the crew not speak English well and for some, not at all, they couldn't read boxes labeled as "fragile" The foreman's communication was to put a tablet of forms in front of me and would not start moving until I signed - professional? I think not If you can't communicate with people handling your household treasures, it's disrespectful to the customer to say the leastItem 5: As the responder states, "I cannot speak for that individual truck" with respect to how the truck was loaded To speculate on the use of packing tape to secure items once loaded is just that, speculation I witnessed no tape, straps or truck wall anchors The boxes I had labeled as "fragile" were stacked to boxes high (many of which had text books in them and I saw my couch tilted up on its side with no straps As I mentioned in my initial complaint, my road has a fairly steep grade and I can only imagine what I'll see when my items get here, if they get hereItem 6: I've sent more than emails since 6/30/requesting a date that my items will be delivered or stating my dissatisfaction with non delivery by the guaranteed date, not only in the contract, but guarantees I received verbally over the phone that my items would be delivered in a matter of days since 6/30/- it's now 7/and my items were picked up on 6/Item 7: See item and I will also add that I contacted the manager of the company, Vee Yanushevskiy on 7/and 7/requesting resolution of my delivery date and still, no performanceItem 8: The responder speculates on what kind of damage a piece of furniture may or may not sustain when forcing it through a doorway First of all the couch is fabric I witnessed it after it was forced through the door frame and it is worn through, sheared, fabric was shredded along its frameItem 9: In an email dated 7/14/from Catlin P***, I was told the truck is leaving VA by the end of the week Using a calendar, this means it left for FL on 7/17/ It's now 7/23, where is the truck? I received no response to an email I sent to Caitlin Pope dated July 10th regarding a question I had about the expiration date for the guaranteed delivery In response to a July 13th email to Caitlin P***, explaining that I had no dishes, I was sitting on the floor with no couch, and I requested a date for when my items would arrive, Caitlin responded on the 14th saying, "I'm working on this now", and that was it.
Item 10: Being sent to the claims website is a lengthy and time consuming process so I've learned from visiting the site I expect the company to respond on their feet to the issues they've been presented and reevaluate what they are charging the customer Bottomline: don't expect full contract price if you haven't performed as specified in the contractItem 11: My initial contact with this company on or about March 14, 2015, included more than one discussion about the delivery time to FL I was assured by everyone I spoke to, that includes, Vee, Zeke, Lauren, and Caitlin, that the company moved people to FL on a weekly basis I was told this more than once I was also presented a draft contract by email which had right at the top of the moving estimate a "discount of 35%", $off the bottomline price, reassemble and disasssemble of furniture "included in the price", Furniture blanket wrapping, "included in the price"This company not only fraudulently represents itself, but you can see in their responses to my complaint that they pull every sob story in the book to not perform (crew member hurt their back so 5-hours late, office manager "in the hospital", had jobs going to FL but the company was canceled by some carriers so they "had to scramble") While I can appreciate the fact that things do happen and schedules can slip, what I have suffered is inexcusable and the interesting thing is that there has not been one iota of reconciliation on the part of Greenline They still expect to get paid full contract price when or if they roll up into my driveway or else they won't open the truck doors! I can't believe this! On the day of the move, the responses were extremely rude and short to the or so phone calls I made asking where the movers are I still maintain that I've been robbed I have the direct cell number to the manager of Greenline's Lorton, VA office and he has no idea of when my items will be delivered This is Professional? I think notPlease note: If this response is considered for public posting, I'm happy to resend without the names, but I thought it prudent to identify the names in the emails I've sent I'm happy to print out copies and provide those as well There were a number of people involved in signing me into a contract and now no one is helping to perform what I've paid for.
Regards,
*** ***

[redacted] 11:05 AM (51 minutes ago)Greenline Moving And Storage Co. [redacted] Lorton VA [redacted] ...Julie H[redacted] <[redacted]@greenlinemoving.com>11:50 AM (6 minutes ago)to me Thank you for this email. I guess I will just list the information instead of a long...

paragraph:- Zeke was never the sales associate. It was Lauren from start to at least the pick up.- sometimes we do use enterprise trucks because we have more jobs and more crews than we do trucks. Especially if there is a safety issue with a truck or they are being serviced.- I spoke with the customer at 9am on the day of the day of the move and informed her that we would be late. She was ok with this information. - Not every mover in the crew can speak perfect english, but there is always a foreman who can communicate with the customer and the movers. This is the person that completes the paperwork.- I cannot speak for that individual truck, but I have seen trucks loaded so the items do not shift even without the use of straps. If need be, they have even used the packing tape to hold items together. - I do not know of any phone calls, but I have located every email that was sent and responded to by the office manager. The only email that was unanswered was the one received Friday evening when the office was closed. The office manager who uses that email address has been in the hospital since. There have been no calls to the office this week since she has been out. - She also has her sales associates email address. There were no emails sent to her which bounce to me.- No where in any of these emails was a mention of damage of items or property. Usually couch fabric does not get worn from forcing it out a narrow door frame. It either stays in tact or tears. Having a couch forced through something does not leave "worn through" damage.- We have had many jobs going to FL and had many trucks lined up. Unfortunately, we were canceled by a few carriers so we have had to scramble for others. Her items were shipped on 7/17 with a delivery email sent and replied to. The estimated delivery date is the end of this week. - If this customer had spoken with anyone in the office, we would have informed her of the delays and what to do about the possible damages. With every long distance move, we inform our customers to inspect their items upon delivery. If there is any type of damage, we will sent them the link to start the claims process. - The contract also reads "Guaranteed delivery up to 14 days to MOST states"

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  This company has offered nothing to resolve my complaint and in fact, they have reinforced why I have reason to complain.  It doesn't matter how many people they list and state that are "more than willing to assist with small things", they assisted in no way from the start of my move where I had to call them and ask why they weren't at my house when they said they'd be until today where no one can tell me where my belongings are.  My belongings have been out of my control for over a month.   
This company insists they had crew that spoke English.  I'm saying they didn't speak English to me and they couldn't read the fragile label on many of my boxes.  
Greenline trucks are labeled as such according to Greenline's website.  A commercial truck was used in my move.  If the company checks their records they'll find it was either a Ryder truck or some other commercial truck.  I also repeat there was no anchored strapping in the truck.
The company reinforces my reasons for this complaint when they use excuses such as the "busiest season of the year" as a reason for not be timely in their moves.  If the company knows it's the busiest season then why aren't they reinforcing their staff to meet the demand.  Instead they are putting the burden on the customer to wait longer than necessary for pick up and being week after week delays in delivery.  To say that a mover was still sleeping as a reason for being several hours late is unacceptable.
Additional reasons for not accepting the company's response to resolve my complaint include the following:
The company's website is [redacted] where they make the following claims for LONG DISTANCE MOVES - 
Green Line Moving offers reliable long distance moving. . .  Our quality long distance moving services
will ensure that you will be comfortable
with us transporting your personal or office belongings.These statements are false advertisements.  There is nothing reliable about being 5 hours late on pick up and weeks late on delivery.  When a mover can't communicate with me and when the person at the company is short with me on the phone, that is not quality service to me. 
We work with all of our customers to provide you with dependable information
regarding the moving dates and locations for each long distance move.
At Green Line Moving, our courteous relocation specialists will help you plan
and schedule your important move. These
representatives have extensive experience in providing detailed long distance moving information
such as knowing where your items are at all times.
These statements are false advertisements.  No dependable information was given to me regarding my pickup or my delivery dates. Not all of the Green line Moving staff were courteous.  There is no one at Greenline that can tell me where my household belongings are as of today, July 24, 2015._____________________________________________________________[redacted]  [redacted]  [redacted]  [redacted]   [redacted] 
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Date: Fri, Jul 24, 2015 at 11:28 AMSubject: Re: [redacted] Complaint CID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Lauren was the main sales rep. Any of us in the office are more than willing to assist with small things on an already booked job. Caitlin is the office manager and is the main point of contact after pick up. I am an office assistant. The crew that performed the pick up included 2 members that both spoke English. 1 of them is fluent in English and is extremely careful and meticulous while moving customers. After pulling the schedule, it is discovered that the crew did take a company truck which was fully equipped with packing materials and transportation materials. Each morning, every truck (company owned or not) is loaded with any and all euiptment that will be needed. This is the busiest season of the year and we do anything and everything possible to complete the move in a timely fashion. Things do happen and it always seems like a line of excuses just because there is so much going on. The mover injuring his back was on the 22nd/23rd of June. The carriers canceling was early/mid July, and the office manager was just this week. We have come across problems and adjusted to resolve the problem as fast as we could. We were late for the pickup, but we called in a mover who was still asleep and lives 45 minutes away. We found other carriers one of which loaded her items on the 17th and should be delivering any day now if not already done. There is always someone in the office during business hours to answer the phone. For the last few weeks, Lauren's emails have been forwarded to me and I have seen nothing come through from this customer.  Once the items leave the warehouse, the driver is the one to keep in contact with the customer because we do not know what happens on the road. We can touch base with the driver if called and requested, but we do not know when he is driving, unloading, or sleeping....all of which does not allow him to answer the phone.

[redacted] 11:05 AM (51 minutes ago)Greenline Moving And Storage Co. [redacted] Lorton VA [redacted] ...Julie H[redacted] <[redacted]@greenlinemoving.com>11:50 AM (6 minutes ago)to me Thank you for this email. I...

guess I will just list the information instead of a long paragraph:- Zeke was never the sales associate. It was Lauren from start to at least the pick up.- sometimes we do use enterprise trucks because we have more jobs and more crews than we do trucks. Especially if there is a safety issue with a truck or they are being serviced.- I spoke with the customer at 9am on the day of the day of the move and informed her that we would be late. She was ok with this information. - Not every mover in the crew can speak perfect english, but there is always a foreman who can communicate with the customer and the movers. This is the person that completes the paperwork.- I cannot speak for that individual truck, but I have seen trucks loaded so the items do not shift even without the use of straps. If need be, they have even used the packing tape to hold items together. - I do not know of any phone calls, but I have located every email that was sent and responded to by the office manager. The only email that was unanswered was the one received Friday evening when the office was closed. The office manager who uses that email address has been in the hospital since. There have been no calls to the office this week since she has been out. - She also has her sales associates email address. There were no emails sent to her which bounce to me.- No where in any of these emails was a mention of damage of items or property. Usually couch fabric does not get worn from forcing it out a narrow door frame. It either stays in tact or tears. Having a couch forced through something does not leave "worn through" damage.- We have had many jobs going to FL and had many trucks lined up. Unfortunately, we were canceled by a few carriers so we have had to scramble for others. Her items were shipped on 7/17 with a delivery email sent and replied to. The estimated delivery date is the end of this week. - If this customer had spoken with anyone in the office, we would have informed her of the delays and what to do about the possible damages. With every long distance move, we inform our customers to inspect their items upon delivery. If there is any type of damage, we will sent them the link to start the claims process. - The contract also reads "Guaranteed delivery up to 14 days to MOST states"

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
As of today, July 23, 2015, it has been one month since I have seen my household goods that Greenline packed into a truck on June 23, 2015 in Herndon, VA. 
I am rejecting the Company's response because: it's inaccurate and the responder provides no evidence to prove the truth of the responses.  The name of the responder would have been more professional as well.  I have no couch, no dishes, no utensils to eat with, etc.  There were also several vacuum bags of clothing that I don't have access to.
In response to the 11 listed items, I provide the following:Item 1:  Not only was Zeke a representative sales associate, but so was Vee, Lauren and Caitlin as evidenced by the emails I received.  I have an email from Lauren on 3/14/2015 with a moving estimate and a contract.  I have an email from Zeke with a revised estimate and contract.  I have 4 emails from Caitlin dated from 6/22/2015 and 7/14/2015.  All this goes to show how quickly they moved to sign me into a contract, but they have done little to meet their end of the bargain.Item 2:  Use of non-company moving trucks may not have the necessary accessories such as strapping or anchor bars necessary to secure items.  The truck that arrived for my move did not have strapping or anchor bars capable of securing items.  Had the person responding to my complaint witnessed this himself, he would've seen what a saw, a truck empty of the necessary attached hardware to secure household goods.  It was not a company moving truck.Item 3:  I contacted the moving company the morning of the move to find out why they were an hour late.  They were supposed to arrive between 9 and 10 a.m..  I was told that a crew member was injured and they expected to find another member and the truck would be at my house within the hour.  At or about noon, I contacted the company to find out where they were.  I was told the truck was in route and should expect to see it within an hour.  I contacted the company about the 2 o'clock hour and stated how displeased I was with their "no show".  I was told that things happen and that it was reality that people get hurt on the job.  The truck finally showed up between 3:30 and 4 pm.  I had planned to travel by car from VA to FL and to leave before noon to avoid the D.C./VA traffic.  Because of the company's delay, I left in the middle of evening business traffic and arrived in FL 6 - 8 hours later than planned.  I was never "ok" with the kind of delay experienced from this company's inability to perform as promised.  I also had to repeatedly contact them about where they were.  Item 4:  Not only did the crew not speak English well and for some, not at all, they couldn't read boxes labeled as "fragile".  The foreman's communication was to put a tablet of forms in front of me and would not start moving until I signed - professional?  I think not.  If you can't communicate with people handling your household treasures, it's disrespectful to the customer to say the least.Item 5:  As the responder states, "I cannot speak for that individual truck" with respect to how the truck was loaded.  To speculate on the use of packing tape to secure items once loaded is just that, speculation.  I witnessed no tape, straps or truck wall anchors.  The boxes I had labeled as "fragile"  were stacked 4 to 6 boxes high (many of which had text books in them and I saw my couch tilted up on its side with no straps.  As I mentioned in my initial complaint, my road has a fairly steep grade and I can only imagine what I'll see when my items get here, if they get here.Item 6:  I've sent more than 5 emails since 6/30/2015 requesting a date that my items will be delivered or stating my dissatisfaction with non delivery by the guaranteed date, not only in the contract, but guarantees I received verbally over the phone that my items would be delivered in a matter of days since 6/30/2015 - it's now 7/23 and my items were picked up on 6/23.Item 7:  See item 6 and I will also add that I contacted the manager of the company, Vee Yanushevskiy on 7/18 and 7/22 requesting resolution of my delivery date and still, no performance.Item 8:  The responder speculates on what kind of damage a piece of furniture may or may not sustain when forcing it through a doorway.  First of all the couch is fabric.  I witnessed it after it was forced through the door frame and it is worn through, sheared, fabric was shredded along its frame.Item 9:  In an email dated 7/14/2015 from Catlin P[redacted], I was told the truck is leaving VA by the end of the week.  Using a calendar, this means it left for FL on 7/17/2015.  It's now 7/23, where is the truck?  I received no response to an email I sent to Caitlin Pope dated July 10th regarding a question I had about the expiration date for the guaranteed delivery.  In response to a July 13th email to Caitlin P[redacted], explaining that I had no dishes, I was sitting on the floor with no couch, and I requested a date for when my items would arrive, Caitlin responded on the 14th saying, "I'm working on this now", and that was it. Item 10:  Being sent to the claims website is a lengthy and time consuming process so I've learned from visiting the site.  I expect the company to respond on their feet to the issues they've been presented and reevaluate what they are charging the customer.  Bottomline:  don't expect full contract price if you haven't performed as specified in the contract.Item 11:  My initial contact with this company on or about March 14, 2015, included more than one discussion about the delivery time to FL.  I was assured by everyone I spoke to, that includes, Vee, Zeke, Lauren, and Caitlin, that the company moved people to FL on a weekly basis.  I was told this more than once.  I was also presented a draft contract by email which had right at the top of the moving estimate a "discount of 35%", $390.38 off the bottomline price, reassemble and disasssemble of furniture "included in the price", Furniture blanket wrapping, "included in the price".This company not only fraudulently represents itself, but you can see in their responses to my complaint that they pull every sob story in the book to not perform (crew member hurt their back so 5-6 hours late, office manager "in the hospital", had jobs going to FL but the company was canceled by some carriers so they "had to scramble").  While I can appreciate the fact that things do happen and schedules can slip, what I have suffered is inexcusable and the interesting thing is that there has not been one iota of reconciliation on the part of Greenline.  They still expect to get paid full contract price when or if they roll up into my driveway or else they won't open the truck doors!  I can't believe this!  On the day of the move, the responses were extremely rude and short to the 3 or so phone calls I made asking where the movers are.   I still maintain that I've been robbed.  I have the direct cell number to the manager of Greenline's Lorton, VA office and he has no idea of when my items will be delivered.  This is Professional?  I think not.Please note:  If this response is considered for public posting, I'm happy to resend without the names, but I thought it prudent to identify the names in the emails I've sent.  I'm happy to print out copies and provide those as well.  There were a number of people involved in signing me into a contract and now no one is helping to perform what I've paid for. 
Regards,
[redacted]