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Reviews Orange Van Lines

Orange Van Lines Reviews (102)

Dear Tim, We are truly sorry for the inconvenience in your move, we are deeply sorry for any damage or missing items and can assure you that non of our employee will stole something from your household goodswe are very dissent and honest companyin order for us to investigate and consider reimbursement you need to fill a claim with our claim department at: [redacted] or you can file a claim online at: [redacted] Sincerely, Orange van lines

Dear [redacted] , Let me start by saying how deeply sorry I am for any inconvenience during this move process We at Orange van lines owner our customers and would like to work with you on those complainti check for you the status of the move and your delivery still within the time frame we provide you.7-BUSINESS DAYS from first available delivery you market on your contract= 6/5/per the contract you signed and agreed to - this is the ETA for your deliveryfrom first available date 6/5/ 7-business days your items should delivered with in that time frameplease wait for our customer service to call you as soon as your items will be in transitif you want to check the status of your shipment please feel free to contact our customer service department for any other questions, at: 866-710- Sincerely , your moving company orange van lines 800-850-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaintIf they had shown up to pick up my belongings they were supposed to call myself or friendPhone records prove this never happenedPlus, when I spoke with Austin and Lee prior to making booking, I explained the pick up would need to take place I the evening and asked if that was okAustin at time of booking assured me that would not be a problemThe company was supposed to pick up Monfay evening, lee called me Monday evening to tell me they couldn't pick it up Monday evening and we discussed the next evening they would be able to pick up my belongings as I explained to her as well that it would need to be in the eveningLee said she understood, said evening pick up would be no problemThen she proceeded to schedule the pick up for Tuesday eveningI called and called Tuesday to get a time, never could give me oneThen they rescheduled for Wednesday eveningSame thing, I called and called and then they said FridayObviously needing my belongings to arrive in [redacted] on Saturday, a pick up on Friday will not workPhone records show and verify these very actionsEach phone number I provided for communication was cell phones, which easily demonstrate what calls were placed and received by both myself and friendUnfortunately this company has a practice of taking deposits, making promises and never deliveringMy contract also demonstrated the pick up and delivery times, which never happenedNot to mention the very easy fact that the driver had both my number and my friendsHad he actually shown up and no one was there, he would have called one of us, if not bothRecords will show he not only didn't call me, my friend, the office did not make any attempts either, all demonstrating no such attempt was ever made Regards, [redacted]

I would like to preface that I HAVE NOT USED ORANGE VAN LINES' servicesI signed up for a blanket quote from a moving site, wherein different movers would send me their quotesI was then practically harassed by Orange Van Lines, who emailed me my quote multiple times and then started calling me nonstopI think the cherry on this terrible sundae was the fact that they used different numbers in attempts to get me to answer, and I would discover this when I'd receive an email or voice message from them seconds later

Sent: Monday, June 01, 5:PMTo: [redacted] Subject: RE: orange van lines- insurance van lines.com Mrs [redacted] , Let me start by saying how deeply sorry I am for any inconvenience that this move may have caused youWe at Orange van lines owner our customers and would like to work with you on those complientHowever per our contract you signed and agree to “Filing of Claims: As per Orange Van Lines, LLC Company Terms and Conditions, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel they have been over-charged or charged for services that they did not receive prior, during or after services were completed, all customers fully understand that they mustinitially give the service provider (Orange Van Lines, LLC) the first right to fully investigate and respond in writing with a resolution to their issuesTo do so, please contact our claims and customer retention processing company at [redacted] or mail your inquiry to [redacted] ***“ In order for us to adjust any compensation for you we would have to advise you to contact our claims departmentPlease visit the Claims Department website in order to start the claims process [redacted] If you do have any questions or issues regarding how to file a claim please contact Katya our Operations Manager in her direct line: [redacted] National movers wishing to you and your family lots of good luck in Denver ,CO Sincerely, Lee [redacted] VP Household Goods Division Orange Van Lines, LLC www.orangevanlines.com California office direct line: Toll Free: Ext Fax: [redacted] Houston, TX

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Not slanderI am telling the truth in what I experienced with this unethical companyThey never showed upI fact I hired another company the day I canceled, I hired a moving company, they picked up my items that day and delivered Saturdayeasy done, no issues Fact is, Orange Van Lines never showed up, and kept postponingAs a matter of fact, the last stated time they said they would pick up was Friday but couldnot provide a delivery date Regards, [redacted]

AVOID THEM AT ALL COSTS - HORRENDOUS, HORRIBLE COMPANY - WORST EVER If I could give them a zero I wouldI saw warnings like mine on [redacted] but I ignored them because of the low price - never againThey lost five items - some were big and very hard to miss or lose - all total valued at over $- a musical instrument/expensive clothes/collectible books and more - and they even gave me some items that were not even mine - and never picked them up for the poor people that they actually belonged to - really? I called them and sent them many emails for a month with detailed information about this bungled move - they never called back, never explained, never traced anything as far as I know and never apologizedThe drivers knew nothing and were of no help whatsoever finding anythingNo one would take responsibilityThey have the worst customer service everEVER.EVEREVERMany crazy and horrible things to keep in mind about this horrendous company: 1) They will book a moving date for you - even if you don't have one yet - and then charge you a re-booking fee when you call with a real dateThey did this with me2) They may use subcontractors with rented trucks for many parts of your move - these movers are not all trained or very competent - as far as I know they all were all subcontractors for my move3) They just don't [redacted] about their customers AVOID THEM AT ALL COSTS - I AM NOT THROUGH FLAMING THEM - THEY DESERVE MUCH WORSE AND SHOULD BE SHUT DOWN - I WILL BE SEEKING LEGAL ACTION -

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, At this point we are still waiting to hear from Orange Van LinesThere has been no calls from them as they have stated in their response, or any communication of their efforts to get the item to meI can not accept the most recent response from Orange Van Lines, it is not trueI will continue to reject their responses until we are contacted by Orange Van Lines or the matter is resolved***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Another additional item to note, I never received the required brochure that your mover is to provide(Your Rights and Responsibilities When You Move brochure ) I am missing inventory from my moveShelving unit legs for reassembly (movers disassembled shelving units in garage) all legs and supports are missingArmoire (bedroom) knobs and all pins and screws and shelves are missing ( movers disassembled) to even use the furnitureFrom garage tool box missing with all tools, wrenches as well as tool box/cart are GoneTV/Entertainment Center are missing all the Shelving and supports [redacted] *** Bench is missing the cushion [redacted] rack is missing the pins/screw sets that hold the top on the standDinning room set, although ruined, is missing all the door knobs and all the pins shelve supports and glass shelvingMirror to bedroom set gone, kitchen crate/box or tub is missing with all small appliancesRecliner is missing Regards

RUN RUN RUN away from this moving companyPlease look up moving scams - this is a textbook case from thereThis place is a jokeHere is EXACTLY what will happen to you in case you hire themMoving quote will be handled by a smooth talking sales guy (will most certainly be the lowest if not one of the lowest quotes you will get)Remember it is per cubic footThey will tell you it won't exceed their quote so long as you get your "inventory" correctDay of the move, movers most likely will arrive tired /late evening and warn you before loading up truck that the estimate might be more because it appears you have more CUBIC FEET, not lbs (look up legal implications here)It doesn't matter if you got the last rug and light bulb accurately listed, their cubic ft estimate will be off by 100% or moreOur quote more than doubled on the day of the moveThey only give you the final quote after truck is fully loaded where you're pretty much stuckAt this point have them unload and cut them loose if you canBecause this is the beginning of a VERY VERY difficult path forwardThey will also tack on a minimum of 350-500$ for "tape" and moving supplies- with a generous 2-rolls "thrown in for free" After the pickup, forget your stuff for a min of a month regardless of what they sayThe sales guy will tell you it is a common route, remember the delivery is XX BUSINESS DAYS after your first available date you indicateOnce you try reaching them after pickup, your call automatically gets routed to service (they have your number) and you can NEVER get to speak to the same sleazeball sales guys again, everForget itCustomer service is a jokeThey pretty much straight up told me to call the police if I wanted (they have legal protections look up moving scams)Our stuff was locked up in an unknown warehouse for over month and days (they keep changing what the definition of legally LATE is per federal laws) Delivery : they lost at least items on our listAlmost EVERY item was damaged including dining table, sofascratches everywhereThe insurance is a joke$per lb and you can forget it(notice how reimbursement is per lb not per cubic ft) Also, 40% of the remainder balance needs to be CASH/MONEY ORDER before they even start unloadingThat's cos they know half the stuff is broken and they don't want to deal with a check that you can call and cancelThe movers either side of our move REEKED of marijuana and were beyond overworkedThe people that delivered our stuff refused to assemble any of the furniture too , btwThis was at 1AM local time when they were doneDumped boxes all over and walked awayIn summary, we not only overpaid for our move form Houston- SF Bay area, but also had our stuff damaged in addition to being without our stuff for a whole month and days in PEAK SUMMER MOVING SEASONPlease, please, look up moving scams on the internet before you hire them - this is a TEXTBOOK case from that website

As we stated in our previous response - we find it difficult to believe that a resolution will be reached with this client however we will continue to respond and provide additional information As explained to the client many times - all our estimates are binding quotes as long as the services and conditions stay the same - meaning packing services and items to be movedIf someone states that have a twin size bed but they actually have a king size bed - they will be charged for the extra space being usedALL space is taken at the same rate as given on the quote - the price per cubic foot did not changeThe fact that the client decides after her move she wants a refund and signs on delivery that she doesnt agree with the price is irrelevantShe already signed and agreed to the terms and conditions of the move - its as if I went to the market, bought a carton of milk, drank it and then decided I didn't agree with the price The client is more than welcome to have her attorney turn to ours to clear up any questions she may haveWe abided by the legal contract and our company is and continues to be with compliance with all lawsThe client can add links to all different types of laws and circumstances which she does not understand and try to blame our company as long as she wants - however the main fact remains that the company abided by the LEGALLY binding contract that was signed on the day of the move Again, the client already has the information for our claims department and if she does have any other questions or needs any more information she is more than welcome to contact themHer accusations are baseless and without merit - first we broke a law regarding 110% charge and payment - now a tariff lawEach complaint theres a new law broken and new accusationAgain, if she wants to have her lawyer contact ours we can review ALL points of the contract and show how we did abide by all parts of the contract I understand she is upset that she regarding extra charges on the day of the moveMoving is stressful enough - however the quote she received and reviewed was very clear about the terms and conditionsIn addition the contract was reviewed completely with the client on pickup and she signed and fully agreed to the terms and conditionsShe was also provided a discountA service was provided in a timely manner and the company abided by the contractWe stand by our actions and know we did provide a quality serviceWe are sorry the client feels she was overcharged however she did approve the charges on pickup and was well aware of the terms and conditions We have done our best to try and resolve the claim but refused to have our company name slandered by a client who is making outrageous accusations which are completely falseWe can continue to provide the Revdex.com with responses however the contract signed by the client has already been sent in showing the client agreed to the price, terms and conditionsThe client can choose to follow the contract and contact the claims department to pursue compensation and I will send them a message to expedite her claim and if compensation is due - it will be awarded immediatelyThey will analyze the claim and all aspects of the contract and will look and see where and if compensation is dueAgain - we have no problem going back and forth with the client and Revdex.com - however the client agreed to the contract and signed it, her items were delivered within the time table provided, and all this we have sent in and proven to be true Please contact us and let us know if you have any additional questions

As already stated - any and all claims/complaints must go through our claims departmentThis was written on the quote the client received prior to choosing our company and on the contract signed on the day of the moveThe client has all the necessary information needed to set up her claim so it can be analyzed and if compensation is due - it will be sent out via check immediatelyHowever - the first step is the client needs to start the claims processWe have already requested for this claim to be expedited once completed in fullWe look forward to resolving the issues with the client however it has to go through the correct channels agreed to by both parties

We understand how stressful moving however the claims the client is making are without meritThere are a ton of logistics involved in long distance movesAs stated on our estimates sent to clients via email before they choose our company for their move - "- miles : 1-business days" - this is the time table for delivery in most casesThe client was picked up on January in Texas and delivered on February - the distance traveled was around milesShe received an extremely fast delivery and within the time frame originally provided - I am not sure what complaints she has regarding delivery considering the facts In regards to payment on delivery - as stated on the estimate as well all payments made on delivery are either by cash or postal money order unless a credit card authorization form is faxed/sent in hours prior to deliveryA member of our customer service team called to remind the client and update them on their delivery status and the clients significant other accepted the informationThe client herself then called in and used extremely foul language - she continued to yell at our customer service representatives (for unknown reasons) then ended the call abruptly We carried out the service which the client ordered just as agreed and within the timetable providedIf the client has any other problems/complaints she is more than welcome to turn to our claims department which can assess and analyze her claimWe also are more than happy to provide any more information if neededWe've attached the contract signed on the move and upon delivery and under the delivery acknowledgement states that all "services that were ordered have been performed and fully satisfied" and also states that we have up to business days to deliver a move - we delivered way within this windowPlease let us know if you require any additional information

Sent: Wednesday, June 17, 2:PMTo: [redacted] Subject: RE: Houston Revdex.com outstanding disputes This is a respond to compliant # [redacted] customer name : [redacted] The following customer order our moving services for her move from [redacted] to ** Based on our policy in order to make reservation the customer need to put down 10% from the estimate in a front so we will secure the moving dateThe customer have the option to cancel her reservation no later than hours prior to the move date [redacted] was aware about this policy and even signed our terms and condition agreement at time of reservation The customer call us prior to the move date and asked to cancel the moveI explained our reservation policy again and even wave for her the $cancelation feeThis policy is part of us making sure we reserving the space on the truck for the customer – since [redacted] call us only hours before we were needed to change all our Schedule because w left with empty space on the truckbecause her cancelationTherefore we have this policy as the customer agreed at time of reservation Payment Terms:“ 10% deposit is required to book a jobPayment is by [redacted] or [redacted] ( fully refundable up to hours prior to your moving date by emailing a hand signed letter to [redacted] ) [redacted] Cancellation fee of $will apply if move is cancelled by client up to days prior to pick upThis charge will be processed by the same method used by client to make the initial 10% deposit paymentTherefore no refund to the customer neededThe customer refuse to accept this even that she signed the contract we are truly sorry - but she need to understand that this is business and if we order her move space and plan on it and didn’t take other customer because of her make the reservation and only hours before she calling to cancel and in the moving industry it’s the last minutewe are losing money here..because of her reservation we didn’t take other job .therefore we have :cancelation policy as I motioned beforePlease see attached the signed order for service the customer signed electronic from her computer at time of reservation including the terms and condition for cancelation policy For any more information , please feel free to contact me Sincerely, Lee [redacted] VP Household Goods Division Orange Van Lines, LLC www.orangevanlines.com [redacted] office direct line: [redacted] Toll Free: [redacted] Fax: [redacted] ***

Mrs [redacted] Let me start by saying how deeply sorry I am for any inconvenience that this move may have caused youI would like to reply to your concerns : Rafael the salesmen that you have been working with estimated your move on the amount of $which included cf and free packing for flat screen TV We do offer our customers free moving pads/ blankets that will protect your itemsHowever and unfortunately, your items and household goods were not properly packed and also you had loose items that could not be put on the truck the way they were We offered to professionally pack these items so they will get to your destination as safely as possibleWe had to use linen box, china box,sofa covers,small crate, medium crate,packing tape , pc of bubble wrapAs you mentioned yourself packing supplies was not listed on the quote that you have receivedWe did checked the inventory list and you had additional items that was not listed on your estimate this is why you had an additional cfWe are sorry that we had just men to deliver your household goods, the second person who was assign to deliver your household goods had an emergency issue , unfortunately it happens we have verified with the foremen( Walter) that deliver the items that he was the only one that assembled everything , he mentioned to us that your boyfriend willingly started to push some boxes which Walter didn't agree to it your boyfriend asked Walter if he needs help due to the fact that he was alone, which is highly appreciated but Walter refusedWalter is aware of the rules that customers are not suppose to lift / move itemsWalter is one of our best foramens and he did move most of the furniture even the large ones by him self your boyfriend asked Walter if you are eligible to receive some discount due to the fact that he willingly pushed few boxes but Walter said he can’t discount anything because he is not authorized to do so In order for us to adjust any compensation for you we would have to advise you to contact our claims departmentPlease visit the Claims Department website in order to start the claims process [redacted] If you do have any questions or issues regarding how to file a claim please contact Katya our Operations Manager in her direct line: [redacted] National movers wishing to you and your family lots of good luck in Denver ,CO

Unfortunately in the moving business - mistakes can happenThe clients chair was shipped to a different locationAs promised we have located the chair and are now working on getting the client her item to herSince it was shipped to a remote and isolated area - where not many trucks run through - the process might take a little longer than expected however we are working on returning the chair to her as soon as possibleWe do apologize for any inconvenience however we are doing our best to rectify the situation in a timely mannerPlease let us know if you require any additional information in order to close this complaintThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, The last communication I had from Orange Van Lines was, " From " [redacted] " < [redacted] > To: "' [redacted] '" < [redacted] > Subject: RE: Chair Date: Wed, May 15:06:- Hi [redacted] , Unfortunately we don’t have an option to send the chair to you, I have tried everything that I could, I am deeply sorry for that Logistically it is not a possibility for us Please file a claim thru [redacted] All the best, [redacted] Can you explain to us where in that information given above does it say that Orange Van Lines has or will contact us, or that they are looking for the fastest way to get the missing item to us? At this point no one has contacted us with any different information then what is aboveWe have never been told that " they are looking for the fastest way to get our chair to us"We have not received any phone calls from anyone related to Orange Van Lines Again, they are not forth right with their information

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this company is dishonest and misrepresenting the facts of this business transaction between myself and their company I do not know where to begin, because much of the statement by Orange Van Lines about conversations and communications between myself and Orange Van Lines did not occur I did not have additional items added to the move at pickup (I have added a document listing items at drop off and the original quote with the listed items at the lower price), I strictly stuck to my list of items I even decided to leave behind an item on the inventory list I asked repeatedly to the Sales Associate if my price could in any way go up from the original bid (this was asked before I booked) She responded not as long as I stuck to my inventory list Which I did If not, please prove otherwise You will see the email attached titled "Email stating can Not change" where the movers sales rep states "This quote can NOT be change, it is binding"I was not offered by the carrier a move of the quoted items at original costI never demanded a refund of deposit, I would have gladly relieved myself of a $deposit instead of having to move forward with this carrier An accusation of blackmail is completely inappropriate for complaint resolution The items were loaded on the truck, and then I was given the new estimate for almost $1,moreI would have never agreed for them to load the truck if I had known this in advance I called legal representation before my items were delivered, as I felt very much taken advantage of I went over whether I should pay at delivery or dispute the charges instead and not pay She said that she had seen families go without their belongings for a year or two while disputing the cost of a move with the moving company, she also said during that time, I would be charged for the storage She suggested the best would be to take delivery and dispute should come subsequent to deliveryYou will see that I have attached a document from the delivery where I wrote before I signed that “ I do not agree with the price charged, total cost.” This statement was added before I signed the document Orange Van Lines has conveniently cut off this bottom part of the page in their document that was submitted to Revdex.com (which they have the original and mine is a carbon copy) I have reached out to the company for resolution with no response I will again point out the basis of the claim and the valid points on my behalf I have consulted an attorney and I am providing the email from my representative on the laws violated in my situation So basically, if the mover ("carrier") arrives at pickup and determines that my move includes additional goods or requires additional services not accounted for in the original estimate, this may increase the cost of my move However, the carrier must issue a revised written estimate prior to loading the truck, accurately listing in detail the additional goods or services not originally accounted for in order to comply with the law (The shipment was loaded first and there was no detail on the additional items) Since Orange Van Lines executed the revised after beginning to load the shipment, the revised is invalid and the original estimate should govern PLEASE provide the list of additional items, as I did not have additional items After all the items were loaded on the truck, I was told the price would increase substantially I asked them to unload the truck and call Orange Van Lines, the movers at pick up said they didnt have anyway to reach Orange Van Lines after hours Conveniently, the movers showed up after business hours, hours late The movers at pick up said we will charge you 600-cash to unload the truckWhat was I to do? This is fact, not fabrication I did not demand a deposit returnedI would have gladly relieved myself of a $nonrefundable deposit and have my items unloaded rather than be overcharged by this company See 375.403(6) here: http://www.ecfr.gov/cgi-bin/text-idx?c=ecfr&sid=35ab53a817abf8b0205e42ba4ce9af49... Now, let's address the chargesCarriers can only charge in accordance with their tariff (Tariffmeans an issuance (in whole or in part) containing rates, rules, regulations, classifications or other provisions related to a motor carrier's transportation servicesThese specific items include an accurate description of the services offered to the public and the specific applicable rates (or the basis for calculating the specific applicable rates) and service termsA tariff must be arranged in a way that allows for the determination of the exact rate(s) and service terms applicable to any given shipment.) Charging me this arbitrary amount was likely in violation of USC 13702, which you can view here: http://www.law.cornell.edu/uscode/text/49/I am an honest person The rebuttals of Orange Van Lines are borderline slander, especially considering the accusation of blackmail I do not want to see this happen to another family Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint We were never provided with Claim information in regards to bad customer serviceCompany still did not address the issue at hand which was an employee of theirs emailing us information in direct violation with what contract statedThe customer service employees and supervisors were unprofessional, rude and incompetentIn a period of days Orange Van Lines employees hung up on us multiple times, no compensation was or has ever been offered to rectify the atrocious experience, stress and wasted time we had to endure while dealing with this company Regards, [redacted]

Claims information is written on the quote provided to the client to review BEFORE they choose our company for their moveSecond, they signed a claims page on the day of the move which also states all of the claims informationThe claims information was received at least twice Second, our employee did not promise or guarantee any delivery dateShe wrote in all of the records your preferred delivery date as April 10th however this is NEVER a guarantee or promiseUnfortunately in the moving business and handling thousands of moves - we can't make these types of promises [redacted] took every step necessary to make sure the information you provided was up to date and the correct information was provided to the dispatch departmentHowever in moving - there are delays and changes which is why there are no promises or guaranteesThis is also clearly states not only on the quote but also on the contract Compensation has not been offered because as mentioned before - the only way to receive compensation if it is due is through the claims departmentIf the customer chooses - she is more than welcome to turn to the claims department and seek compensationOnce a claim is submitted in full - it will be reviewed and if compensation is due a settlement letter will be sent for the client to approve then a check released Please let us know if you require any additional information to close this complaintThank you

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