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Lite Van Lines Inc

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Lite Van Lines Inc Reviews (2)

Review: The company [redacted] sub-contracted the move to Lite Van line Inc. The company showed up with another contract changing prices from the contract [redacted] (New York Broker) originally quoted me for. I wasn't offered insurance and wasn't given the option when they took all our household goods. The company's office was closed by 12pm and couldn't get a hold of anyone for clarification. I told the moving company that I would follow them to their office to speak to a manager, well they don't have an office. I was then put on the phone with the manager "Nathan," who lives in Florida and has no clue how to assist me. The only option provided was to be refunded .60 cents per pound if something goes missing. If my my $2,000 TV goes missing and it weight 20 pounds, my return is $12.00. This is a major rip off. The contracts have no address, no nothing. I didn't even get the amount I'm going to be charged since now it all has to get weighed. A contract and insurance should be provided before hand to review and make an agreement.Desired Settlement: Stop working with [redacted] Moving Company

Provide people the option to purchase full insurance not show up with a contract and give no other option than your .60 cent a pound rule.

Have Nathan the store Manager provide a better service and product.

If you make drug deals with [redacted] then both must work together and don't change the contract.

Price should remain the same as [redacted] quoted me $2100.00

Review: TERRIBLE!! I have been in the moving / freight forwarding industry for 3 years so I know that truckers and movers are hard to deal with, but these guys are even worse than I expected. The quote doubled, they were not careful with my things and once I paid them, they kept pushing back my delivery for days. They 'apologized' but offered no help. I didn't realize they'd be the ones I was dealing with because I booked my move (DC area to [redacted] OH) through [redacted] Van Lines.

[redacted] (the supervisor) was very flirtatious which was incredibly inappropriate. He was not helpful to enforce the trucker to deliver my stuff. I am so so disappointed. I would never recommend this van line to anyone. It was worth it to pay good money for a good mover. In the end, it'll probably cost about the same because they add so many fees!Desired Settlement: I would like to be refunded part of my fee as the services they described were not accurate.

Business

Response:

Feb 03 14

To whom it may concern,

Our company Lite Van Lines received the complaint letter that was filed by [redacted]. Customer said that our company charged her for total of $2,400 which is not true. I am attaching the contracts, bill of lading, weight tickets, revised estimate, and inventory form together with our response to her complain.

Lite Van Lines response:

Customer [redacted] booked her move through [redacted] Van Lines. [redacted] Van Lines provided the estimate based on the information and list of ite** that the customer had given them. We the carrier took the job from [redacted] Van Lines to service it.

Information of the customer from [redacted] Van Lines.

Name: [redacted]

Move from and to: [redacted] MD to [redacted] OH (364 Miles)

Requested pick up day: 01/11/2014 - 01/13/2014. lsl available delivery date: 01/13/2014.

Delivery procedure: 1 -1000 miles - 0 to 7 BUSINESS DAYS to deliver.

Before the pick up day: Our company policy and [redacted] Van Lines policy - carrier must to call the customer 24 hours/a day before prior of the pick up day. We scheduled [redacted] to be pick up on Monday January 13,2014. We call heron Saturday January 11,2014 to confirm her move and to let her know the time of arrival. Customer is schedule pick up Monday January ] 3, 2014 between 9:00 AM to 11:00 AM.

On the day of the move: Monday January 13, 2014.

Our movers came to the customer pick up address no later than 9:45 AM. Our head crew opened the contract, explain the contracts, and provided estimate cost for weight and packing. By the Department of Transportation, we must to provide revised estimate to the customer which what the head crew did. Provided an estimate of the weight and the cost. Head crew did the inventory to make sure everything is documented and how many list of items were loaded in the truck.

Customer provided 21 items total to [redacted] Van Lines (original list of items of the customer is attached). Our movers loaded 54 items(inventory form attached. Customer have a copy as well). The move of the customer is weight basis and non-bonding estimate. We the carrier weigh the truck before the ite** were loaded. The estimated weight of the customer based on the list of items provided (21 items) 1505 pounds. The head crew did a revised estimate of 2,205 pounds (revised form is attached and customer have a copy). After loading the items into the truck our head crew weigh the truck again and the weight came to 2120 pounds (less weight than what the head crew estimated). We called the customer to let her know that she have less weight than what the head crew provided. The total of the move were adjust as well.

Payment policy of Lite Van Lines and [redacted] Van Lines: 50% on the pick up and 50% on the delivery.

- Our company Lite Van Lines charge processing fee of 5% for VISA, MASTERCARD, AND DISCOVER. 7% for AMERICAN EXPRESS. We waiving the credit card fee if [redacted] Van Lines let us know that they authorize for the customer to pay credit card. We waiving the credit card fee if the credit card is onsite at the pick up day, so our head crew can do the imprint.

With [redacted] move, she did not have the credit card onsite. She did not pay her move using her credit card. We got a call from our head crew and let us know that she did not pay the 50% of the move. No information provided to [redacted] Van Lines that her mother [redacted] is going to pay her move. [redacted] name is not in the contract.

We had to send an email to **. [redacted] to introduce our company and let her know what we needed from her able for our accounting department to process the payment.

Email conversation with **. [redacted]:

On January 13,2014 at 5:07 PM - we sent the credit card authorization form to **. [redacted].

On January 13,2014 at 5:23 PM - **. [redacted] respond back - asking where to send the complete form.

On January 14,2014 at 9:23 AM - we respond to send through email or by fax.

On January 14,2014 at 10:34 AM - **. [redacted] - sent another email asking if we can send her the copy of the invoice. Also asked us if we accept [redacted] credit card.

On January 14,2014 at 10:42 AM - we sent the copy of the bill of lading. Showing the itemized charge and the total amount of SI,638.75. We let her know that the required payment is 50% and the remaining 50% can be paid on the delivery before unloading the truck.

On January 14,2014 at 12:04 PM - we received the complete sign form and the photocopy of the credit card and driver license of the cardholder **. [redacted], **. [redacted] paid everything in full by using her credit card, (credit card authorization form is attach - credit card number not showing to protect customer privacy account).

On January 14,2014 at 12:24 PM - our accounting department processed the payment of $1,638.75 as what the customer wrote on the credit card authorization form “charge amount”.

**. [redacted] had the copy of the Bill of Lading before processing the payment. It shows on the bill of lading the itemize fee and how it came up to $ 1,638.75.

Delivery policy of [redacted] Van Lines:

The delivery schedule begins from the first date you are ready to accept your shipment (this may be listed as the “1st avl. Delv Date” on the estimate). Business days do not include holidays or weekends.

[redacted] move from [redacted] MD to [redacted] OH - Distance: 364 miles

1 - 1000 miles - up to 7 business days.

We pick up on Monday January 13,2014. First avail del date of the customer 01/13/2014. Carrier have up to 7 business days to delivery starting from January 13,2014. If starts to count from 01.13.2014, the carrier can deliver on or before the 7Ul business day which is Tuesday January 21,2014. But because the customer just been picked up on January 13,2014 the delivery courts will begin on January 14,2014. If starts to count from 01.14.2014, carrier can deliver on or before the 7th business day which is Wednesday January 22,2014. Either way we the carrier have up to 7 business days to deliver the items (from January 13,2014 until Tuesday January 21,2014). Customer must to make sure to make their self available and receive delivery. Customer did not pay for expedite or guarantee delivery. We loaded her items to the 18-wheeler on Tuesday January 14,2014 a day after we picked her items up. Delivery driver called customer a day before of her delivery. We deliver the items on Sunday January 19.2014 (give or take either Saturday or Sunday delivery). Obviously carrier did not exceed the delivery time frame. Customer stated that we kept pushing back her delivery? First, we did not apologize because our company did not promise any guarantee delivery nor the customer paid BVL for expedite or guarantee delivery. Second, [redacted] only spoke to us to inform her about the delivery and called probably twice to get an update about her delivery. We let her know that her items were already in transit and the driver will give her a call a day before of the delivery, but no one from our company gave her an exact date to expect delivery. Third, Natalie spoke to her mother **. [redacted] on Tuesday January 14,2014 to discuss the payment and to let her know as well that her daughter’s belonging is being loaded in the 18-wheeler. **. [redacted] also mentioned that her daughter is coming back home to OH. Also talked about the weather and how about is the snow storm.

Roads were slippery and high snow.

Based on our experiences: Customer calling the company every single day or every other day to get update about their delivery wont make any difference. Our always response to those kind of customers: If the items were already in trasit, we let them know that their items were in transit already and that the driver will give them a call a day before of the delivery.

About the complaint background:

By [redacted]: Problem occurred:01 /1112014? We did not pick her items up on Saturday January 11,2014.

This problem occurred date is incorrect. Move date pick up: Monday January 13,2014 (date and signature showing to all the contracts).

Our record showing:

Talked to customer (1st): 01.11.2014-confirmed her move.

- On 01.13.2104. Called and left message to **. [redacted]. Sent the credit card authorization form.

Talked to customer (20<l): 01.13.2014 - informed [redacted] about her total weight and balance.

Talked to customer (3r<i): 01.14,2014 - customer called and asked about her delivery. When it will leave MD. We informed her that her items were being loaded and wil I be in transit, Truck will leave either by the end of the day Tuesday January 14,2014 or morning of Wednesday January 15,2014. Driver will call her a day before of the delivery.

Talked to customer (4lh): 01:16:2014 - Customer called again to get an update about her delivery. Take note: company spoke to her on 01.14.2014 and gave her information about the delivery. Again we let her know that the driver will give her a call a day before of the delivery.

Please also keep in mind that week OH had a bad snow. Snow storm is bad on the way to OH and driver is driving cautiously. In addition, driver have stops along the way to do delivery,

Purchased price stated by [redacted]: S2,400.00 (INCORRECT)

By the company and proof total move on bill of lading: $1,638.75 (Paid to Lite Van Lines).

Together amount with [redacted] Van Lines:

Paid deposit to [redacted] Van Lines - $301.50 Paid to Lite Van Lines - $1,638.75

TOTAL: $1,940.25.

Dispute amount by [redacted]: $1.200.00 Desired Settlement: Billing adjustment.

Our company will definitely not going to refund $1,200 to [redacted]. The only offer we can give is, give $48.00 back for the packing (tape charge). The 5% processing fee for the credit card cannot be waived due to the credit card is not onsite and credit card holder’s name is not in the contract. Again, the only settlement we can give is the $48.00 for tapes fee. We did everything by the book. We can do only refund to **. [redacted]’s credit card. In addition, our company is not responsible if the customer missed days to work. It is her responsibility to make sure she is available to receive delivery from her l5* available to receive her belongings. Available to receive delivery’ up to the 7* business days as stated to the order for service.

Please find all the attached documents to support this statement.

If you need any additional information, please do not hesitate to contact our office.

Thank you

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Description: Movers

Address: 20203 Goshen Road Ste 313, Gaithersburg, Maryland, United States, 20879

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