By far this is the worst company we have ever dealt withThey use a bait and switch, suck you in with a low price, and before you know it the price has gone off the roofThey broke many items, and showed up with less men to unload the truckWe tried to take them to small claims court, but found out they were out of business
AVOID THEM AT ALL COSTS - HORRENDOUS, HORRIBLE COMPANY - WORST EVER I do have all issue with this Move - LOSS , DAMAGE, DELAY and WORST Service I tired to call so many times for getting more updates but no response or follow up call from CompanyLOSS: - Adult Bike – Bike is missing in Shipment and Company did acknowledge that on Delivery as well mention in Inventory list as wellNo followup or not try to look further DAMAGE:- There are items damage and Movers did acknowledge that on Delivery as well mention in Inventory list as wellProvided all details and pictures but not getting enough details or understand part of how adjustment happen in the claimDELAY: - Services are delay especially in pickup and drop off time linesAll email communication is saved for this discussion.Someone Customer service named - Lee mention, let's working out first pickup and then will take care all thingsBut After pickup they told file a claim for delay and service you gotIn Claim response we got nothingOverCharge: As per given Inventory estimate is given as Cu FtRemoved Coffee table from initial Inventory and added few small things in InventoryWhich can increased max more Cu ft., but instead of that they increase round figure to Cu FtI am fine with that but never get explanation/answer what caused estimated size increased to Cu ftI already paid all charges based on Cu Ft but I think I got overcharged for same
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.] I AM VERY SORRY BUT I AM VERY DISSAPOINTED WITH THIS COMPANY IN GENERAL FIRST THIS COMPANY HAS EMPLOYEES WHETHER THEY ARE AGENT OR DRIVERS THAT GIVE DIFFERENT DELIVERY INFO THAN THEY DONT TAKE RESPONSABILITY FOR THEIR EMPLOYEE'S ACTIONS THAN I WAS TOLD I WOULD GET A CALL BY SOMEONE NAME NICOLE TO LET ME KNOW IF MY ITEMS WOULD GET SHIPPED OR NOT I HEAR NOTHING FROM THEM THAN ON SUNDAY 06/21/2015I RECIEVE A CALL STATING THAT I WILL GET MY ITEMS ON MONDAY 06/22/AND GET UPDATES THRU THE DAY I HAVE NOT RECIEVED ONE SINGLE CALL FROM ANYONE AFTER THAT THIS COMPANY IS VERY IRRESPONSIBLE AND DONT CARE ABOUT CUSTOMER SERVICE OR CUSTOMER SATISFACTION I AM VERY DISSAPOINTED IN THIS COMPANY I HAVE HAD TO PAY EXTRA MONEY TO BE ABLE TO HAVE A PLACE TO STAY WITH MY KIDS DUE TO THIS COMPANY ISSUESI DONT WANT TO DEAL WITH THESE PEOPLE ANYMORE ALL I ASK IS FOR ME TO GET MY ITEMS AND DUE TO THE CONSTANT ISSUES WITH THEM AND ALL THEIR EMPLOYEES GIVING DIFFERENT INFO EACH TIME I WANT MY ITEMS AND MY MONEY BACK I DONT THINK I SHOULD BE PAYING A COMPANY THAT CANT TRAIN THEIR EMPLOYYES NO MATTER WHAT POSITION THEY HAVE TO GIVE WRONG INFOI WANT TO GET HELP WITH THIS ISSUE DUE TO THE COMPANY NOT COOPERATING AND NOT KEEPING ANY OF THEIR WORDTHANKS Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that Orange Van Lines LLC have not done anything to resolve my complaintI will attempt to go through the claims company but would like to keep this claim open as nothing has been resolved since the start of the complaint Regards, [redacted]
As written in our previous response - we have located the missing item and are working on getting it to the client "After speaking with the dispatch manager - yesterday - the day we responded - he informed me they were looking for the fastest way to get the chair to the clientIn the begnning they were unsure where the chair was however it has been locatedShe can also file a claim for other damagesInformation has already been providedHowever - as the dispatch manager informed me and I am informing the Revdex.com and customer service has called the client - they are looking for the fastest way to get the chair back to the client"
Dear Customer, you hired our company as to be your moving companyfor your move from KY to TXorder # [redacted] Your delivery is in process and we are ding our best so you will get delivery asap per our contract you signed and agree our time frame for delivery is 7-business days but can be done up to days we are understand you need your goods and we also want to send them to you asap - but per our dispatch as of today we cannot confirm you the datebut it will not pass the business days you agree toWE STILL IN THAT DELIVERY TIME FRAME "*Delivery schedule begins from the FIRST DATE you will be ready to accept your shipment.**This delivery schedule is NOT A GUARANTEE and can be done up to business day " We will keep you UPDATE as soon as we canPlease contact our customer service dept for any questions you may have, 866-710-Sincerely , Orange van lines
Dear ***, you hired our service to be your moving company for pick up from DC to CA on the 6//at time of pick up we you signed on a contract confirm that your first available date for delivery will be 6/19/based on this information our delivery window from that date is up to business days.we are still in that delivery windows (please review attached form you signed) we are sorry for the delivery taking time it is the busy time of the moving industry and doing our best to deliver your goods as soon as possible your items are already on the truck on the way to CA we are thanking you for the understanding and will keep you update on the status of delivery please feel free to contact us for any more information customer service: 866-710-
As stated in all of our quotes we cannot guarantee or promise delivery dates - there are many other factors involved and other clients who we also have to considerWe are sorry the client was not happy with the answer to her complaint however she agreed to the terms and conditions when she booked and we did our part and showed up at her pickup location Please let us know if you require any additional information
Dear Customer , Please contact our claim department so we can be consider remembered or compensation claim department : [redacted] Sincerely orange van lines
First of all we apologize for an inconvenience we may have caused and for any damages which may have occurred in transitThis unfortunately is a part of the moving business As the client knows - our estimates are based of the information THEY provide usIf the information is not accurate - the price can change depending on the services needed on the day of the moveThe client is able to cancel at any point and on pickup signs a new contract and if the price is increased - the client is aware before hand and signs and agrees to the charges The client has the information for the claims department - they can be reached at movingclaims.net or at Our company issues all refunds and claims through the claims departmentThe claims department will review all the information provided and review the contract signed on the day of the moveThe client agreed to use our claims department when they booked their job with our company and when they signed the contractThe client agreed to allow us the chance to analyze all complaints and claims prior to them going to outside sources - such as the Revdex.com We kindly request for this claim to be closed since the client has the information to file a claim and has yet to do soIf they need any information - they can contact us directly or the claims department so we can analyze and answer the complaint/claim in the correct and thorough wayThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The multiple issues should have never occurred to begin with, or at least been rectified immediately rather than continuously getting worse day by day for over two weeks As the customer service department of a professional company the solution should NOT be to urge your clients to file a claim with an outside party if they have a complaint? Especially since WE the customers contacted YOU the company for days straight while the issue was occurring During this time the employees of Orange Van Lines did not attempt to help us, but instead made the situation consistently worse by being rude, hanging up on us as if teenagers, not once but on numerous occasions, never were they empathetic as customer service professionals are meant to be They never took accountability or offered solutions, or even compromises for that matterCustomer Service departments exist for the sole purpose of working with disgruntled customers to solve problems and turn ugly situations into positive experiencesOrange Van Lines did not come close to doing any of this for us during the month we did business with them Offering an outside claims service to resolve your internal problems is not the resolution to the horrible experience you put us through.
Regards,
*** ***
To Whom It May Concern:
I have checked our records thoroughly and cannot find any client file with the same name, email nor phone numbe as listed in this complaintIf this is a complaint for our company - please request the correct information so we can check to the merit of the
complaint and respond accordinglyIf this is not - please remove this complaint from our fileThank you
Sent: Wednesday, June 17, 3:PMTo: *** ParishSubject: RE: Houston Revdex.com outstanding disputes Dear ***, This is a respond to compliant # *** Customer name : *** & *** *** order # *** Dear *** , Let me start by saying how deeply sorry I am for any inconvenience that this move may have caused youwe are truly sorry for the lost of your itemsWe at Orange van lines owner our customers and would like to work with you on those compliantWe will do our best to located the missing items in order for us to do so you will need to file a claim And follow the process of itper our contract you signed and agree to this is the process: “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 must initially 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 ***.*** or mail your inquiry to *** *** *** *** ** ***“ Also the cover for the lost items in case it will not located is based on the insurance you porches at time of moveIf you didn’t porches any additional insurance your item will be covers by the *** *** *** based on $per pound per article ($Deductible)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 ***.*** If you do have any questions or issues regarding how to file a claim please contact *** our Operations Manager in her direct line:*** Sincerely, *** *** VP Household Goods Division Orange Van Lines, LLC *** California office direct line: *** *** *** Toll Free: Ext Fax: *** *** ***
Dear ***,
Let me start by saying how deeply sorry I am for any inconvenience during this move 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 your re-delivery and its should be done next weekhowever there are issue in your move:
the driver try to contact you on Sunday May 30th in order to delver your items but you couldn't accept delivery .
therefore based on our terms and condition you signed and agree at time of reservation and again when you signed on the Bill of leading contract at time of pick upits informed that if we will need to do re-delivery we will have to unload the items to storage and then re-delivery for additional chargeplease review the contract your signed on :
"Re-delivery :$Full re-handling /delivery fees are applied when the carrier must make a second attempt to delivery the property if for any reason the shipper did not accept delivery on the first attempt " because we understand our customers and would like you to be happy from the service we provide we didn't ask for the full $re-delivery fee as should be per our contract and only asking for you to pay the cost its cost us to delivers your items again to storage our record show that our customer service try to contact you many times with no answerplease provide us with valid phone # so we can set for you the delivery asap any adjustment or reimbursement can be consider by filing a claim with our claim dept please contact us asap : ***
Sincerely ,
your moving company
orange van lines
***
After looking up the file - the client made threats to the movers and to all representatives to which he/she spoke on the day of the moveOne the same day he also turned to the Revdex.com without making a formal complaint to the company or allowing time to address any issue or concern he may haveOnce we realized there was no way to communicate with the couple we requested for them to pickup their items from storage - this request was made the day after their pickupAll payments were returned to the client even though we wasted many time, money and resources on their pickupThey signed the contract showing their items were picked up from storage in the same condition in which they were given to us.
We did not complete their moveWe chose not to complete their move based on their aggressive, rude and threatening behavior shown towards our staffWe accepted no money for the job we completed for them including wrapping/padding furniture and packingIn the original complaint - they stated as their desired resolution they wanted their items returned as well as all money paid - they got their resolutionWe request for this complaint to be closed since we did all we could to resolve the complaint and gave the client their desired resolutionThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 statement from
Orange Van Lines is not true
Orange Van Lines (OVL) delivered my chair at the wrong address, yes, however nothing has
ever been promised to me by anyone as stated in their response and they did not
locate the chair, I didThe process they make reference to, to get my chair to
me is as well since they have not told me that they are in “ the process”
to get it to me
At the time of my delivery
when I saw that there was a missing item I questioned the matterThe driver
gave me a number of another customer that he thought he had delivered my chair
toAt that point I asked if his company would find the item and take care of
it, he told me it was my responsibility to call that customer to locate the
chair and then prove to OVL that it was indeed my chair, by taking a photo of
it and forwarding it to his company(Orange
Van Lines never tried or talked with the individual that has my item, it is a lie that they located or tried to
locate my chair.) I immediately called the number given to me by the
driver, but nobody answered, I also called OVL to inform them of the issue After calling several more times, I was able
to get in touch with the individual and confirmed the chair was thereThe following
business day I contacted OVL again to explain where the chair was located and
whyAfter numerous conversations with Orange Van Lines, they made it clear they
were not going to helpBelow are the two emails I received from their customer
service department
-May 13,
Hi
*** 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 ~***
Hi ***,
Logistically it is not a possibility for us
Please file a claim thru ***
All the best,
~***
I never received a response
such as the one provided to youThe above comments were what I was told to do
and was never told or offered that they were getting my item to meI
understand mistakes happen and I would accept it if they could tell me that
they were going get the item to me in time, but that is not what I have been
toldOn the first phone conversation with customer services they said they
would look into the case and let me know what they could do because they don’t
readily have trucks that travel that part of the county and even if they did it
could take some time to do itThat is the closest thing they said about trying
to get the item back to me After
several calls and a few emails, the above information was what Orange Van Lines
solution was
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Tuesday, May 26, 2:PMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #*** This company claimed to have come to pick up my belongings and tried to charge me for these supposed attemptsHowever, there were never such attempts madeThey never called saying they were there to pick up my belongingsMy phone records and my friends phone records demonstrate no such attempts were madeIn fact, the only phone calls made were from me trying to get them to come pick them up, and everytime they wanted to reschedule until finally they said they could not give me a date in which they would deliver my belongingsWhen I tried to cancel they still tried to charge meThis practice was extremely unethicalI called another company, they picked up my belongings that day and delivered the following week, it was that simple Best Regards, *** ***
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
Please attached pictures in reference to broken itemsMy wife's statue which is a heirloom is broken and this company says they didn't break anything and returned everything in the condition it was recievedThat is a lie I have date time stamps of when this picture was taken, yes the company refunded all money in the deal but I am still not satisfied due to the disrespectful conversations my wife and I have had with this company on top of breaking our thingsThings weren't wrapped properly and this is the outcome of my thingsIf this continues to be a back and forth thing with this company I will temporarily remove myself from the complaints and the company can communicate with my attorneysThanks for your time in reading this complanit***
Dear Customer,
We are trying our best to deliver your household goods as soon as possiblei do not have any new information for you in regards to your delivery, as soon as we will have any new information we will contact you.
please contact our customer service for any questions you may have 866-710-Thank you for your patient ,
Orange van lines
I was quoted Cubic feet at $2,By the time the movers had left I was at Cubic Feet and $3,We were given a “special” of free rolls of tapeEverything we owned was already taped up in boxes and packedThe brokered out movers that were hired from *** retaped everything and somehow went over rolls at each, totaling $When I found hardly used rolls on the floor in my sons room I tried to give it back to her and she said that she had already charged me for itI didn’t want it, or any of their tape at all!
I always pack my linens in double layered trashbagsIt conserves spaceI understand WHY the mover told me she had to have them boxed, what I don’t understand is why, when it was on my inventory list, was I not informed of this ahead of time? Also my TV’s had to be wrapped and packaged, and no one told me this at allThe reason I was not told in advance is because they wanted $to wrap my TV and at least $for the smallest box on earth if we needed to buy it from themThe initial movers were told “WE DO NOT WANT TO GO OVER OUR CUBIC FOOTAGE SO LET US KNOW SO WE CAN MAKE DECISIONS ON WHAT GOES AND WHAT STAYS” She then comes and tells me I have room for one or two small things before the beds go inWe chose my sons *** carThen she put our beds in and magically we went from to Of course no one will part with their bedsAll the small things were in the back so we couldn’t get to them to take them out and ship them a cheaper wayMy mattresses were ON MY INVENTORY LIST!
The “Customer Service” department here is solely to book youAfter that they have your phone number in their system and they never answerIt rings until it goes to a voicemail that never gets answeredThe only way to reach them is to request a quote on the website, or to call from an entirely new numberWe had to do bothThe sales department called back right awayThe warehouse manager told us that they were taking our stuff to palletize it and shrink wrap itShe also said that “They were the actual company with their own trucks, and that our stuff would NOT be brokered out to anyone.” When the brokered out driver showed up with our stuff, it was thrown into the truck all mixed in with other peoples thingsBroken, damaged and misplacedMy husband had to go onto the truck to remove boxes that the driver said weren’t oursThey were oursOther peoples furniture was brought into our home and we gave it backThe driver informed me that he was simply driving through Texas, when someone called him on the CB and asked him where he was headedHe replied New Jersey, and they sent our stuff with a brokered out truckerThe “movers” that came to unload our stuff were local young men hired off of *** with NO moving experience at allI felt SO bad for them as they struggled to get my stuff up the stepsI should NOT have to pity the movers I have paid $3,600+ to move my stuff! They were paid $15/hour under the tableThey were taken to the back of the truck to be paid out of the cash that we gave the driverI paid $for an extra flight of steps, and the “movers” did not get thatWho does? The driver who sat on his butt and watched them struggle? My husband himself helped lift and move boxes and furnitureThe movers told us that they simply responded to an ad on *** that said “help unload some boxes from a truck” We got their phone number, and they are willing to help us in any way, as they also feel slighted by this companyThe $charge for the flight of steps should have already been removed from my billI was told by several representatives that if the flight of steps was located inside the home, that I should not be charged for itThen the warehouse manager in Houston told me that she had removed itThen she told me that she was unable to remove the tape because it was already written into the contractWhy did you tell me you removed the flight of steps then? It was also written into the contractAnd it was not removedAgain, it also did not go to the movers themselvesWe have taken pictures of the many things that were damaged in the moveEverything was literally THROWN into the truckBoxes smashed, broken dressers, my antique table completely unwrappedBoxes were opened! How do you charge me $for tape and my boxes are opened when I receive them? Specifically my husband’s tool box, which was double wrapped and taped when it left our homeThe inventory list is completely inaccurateFor example #was supposed to be a “folding chair” and it was in fact, my son’s headboardEverything was numbered incorrectly so we had no way to actually do an inventory of our thingsAlso the list is fraudulentWe were charged for dressers in all: armoires, triple dressers, double dressers and then another dresser written in at the bottomNo wonder we went over our cubic footageIn reality we own dressersOne of which is a baby’s dresserI have tried to call the company to see if they were willing to remedy their mistakes, and they told me they had no power to help at allSo now I will not stop until this company is taken downThey should not be in business anymoreOne look at their Facebook page tells you how crooked they areI DESERVE a good portion of my money returned to me as this company did NOT adhere to their contract, and lied about their servicesThe way my things were handled is sickening and for the price we paid downright ROBBERY!
By far this is the worst company we have ever dealt withThey use a bait and switch, suck you in with a low price, and before you know it the price has gone off the roofThey broke many items, and showed up with less men to unload the truckWe tried to take them to small claims court, but found out they were out of business
AVOID THEM AT ALL COSTS - HORRENDOUS, HORRIBLE COMPANY - WORST EVER I do have all issue with this Move - LOSS , DAMAGE, DELAY and WORST Service I tired to call so many times for getting more updates but no response or follow up call from CompanyLOSS: - Adult Bike – Bike is missing in Shipment and Company did acknowledge that on Delivery as well mention in Inventory list as wellNo followup or not try to look further DAMAGE:- There are items damage and Movers did acknowledge that on Delivery as well mention in Inventory list as wellProvided all details and pictures but not getting enough details or understand part of how adjustment happen in the claimDELAY: - Services are delay especially in pickup and drop off time linesAll email communication is saved for this discussion.Someone Customer service named - Lee mention, let's working out first pickup and then will take care all thingsBut After pickup they told file a claim for delay and service you gotIn Claim response we got nothingOverCharge: As per given Inventory estimate is given as Cu FtRemoved Coffee table from initial Inventory and added few small things in InventoryWhich can increased max more Cu ft., but instead of that they increase round figure to Cu FtI am fine with that but never get explanation/answer what caused estimated size increased to Cu ftI already paid all charges based on Cu Ft but I think I got overcharged for same
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.] I AM VERY SORRY BUT I AM VERY DISSAPOINTED WITH THIS COMPANY IN GENERAL FIRST THIS COMPANY HAS EMPLOYEES WHETHER THEY ARE AGENT OR DRIVERS THAT GIVE DIFFERENT DELIVERY INFO THAN THEY DONT TAKE RESPONSABILITY FOR THEIR EMPLOYEE'S ACTIONS THAN I WAS TOLD I WOULD GET A CALL BY SOMEONE NAME NICOLE TO LET ME KNOW IF MY ITEMS WOULD GET SHIPPED OR NOT I HEAR NOTHING FROM THEM THAN ON SUNDAY 06/21/2015I RECIEVE A CALL STATING THAT I WILL GET MY ITEMS ON MONDAY 06/22/AND GET UPDATES THRU THE DAY I HAVE NOT RECIEVED ONE SINGLE CALL FROM ANYONE AFTER THAT THIS COMPANY IS VERY IRRESPONSIBLE AND DONT CARE ABOUT CUSTOMER SERVICE OR CUSTOMER SATISFACTION I AM VERY DISSAPOINTED IN THIS COMPANY I HAVE HAD TO PAY EXTRA MONEY TO BE ABLE TO HAVE A PLACE TO STAY WITH MY KIDS DUE TO THIS COMPANY ISSUESI DONT WANT TO DEAL WITH THESE PEOPLE ANYMORE ALL I ASK IS FOR ME TO GET MY ITEMS AND DUE TO THE CONSTANT ISSUES WITH THEM AND ALL THEIR EMPLOYEES GIVING DIFFERENT INFO EACH TIME I WANT MY ITEMS AND MY MONEY BACK I DONT THINK I SHOULD BE PAYING A COMPANY THAT CANT TRAIN THEIR EMPLOYYES NO MATTER WHAT POSITION THEY HAVE TO GIVE WRONG INFOI WANT TO GET HELP WITH THIS ISSUE DUE TO THE COMPANY NOT COOPERATING AND NOT KEEPING ANY OF THEIR WORDTHANKS Regards,
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that Orange Van Lines LLC have not done anything to resolve my complaintI will attempt to go through the claims company but would like to keep this claim open as nothing has been resolved since the start of the complaint Regards, [redacted]
As written in our previous response - we have located the missing item and are working on getting it to the client "After speaking with the dispatch manager - yesterday - the day we responded - he informed me they were looking for the fastest way to get the chair to the clientIn the begnning they were unsure where the chair was however it has been locatedShe can also file a claim for other damagesInformation has already been providedHowever - as the dispatch manager informed me and I am informing the Revdex.com and customer service has called the client - they are looking for the fastest way to get the chair back to the client"
Dear Customer, you hired our company as to be your moving companyfor your move from KY to TXorder # [redacted] Your delivery is in process and we are ding our best so you will get delivery asap per our contract you signed and agree our time frame for delivery is 7-business days but can be done up to days we are understand you need your goods and we also want to send them to you asap - but per our dispatch as of today we cannot confirm you the datebut it will not pass the business days you agree toWE STILL IN THAT DELIVERY TIME FRAME "*Delivery schedule begins from the FIRST DATE you will be ready to accept your shipment.**This delivery schedule is NOT A GUARANTEE and can be done up to business day " We will keep you UPDATE as soon as we canPlease contact our customer service dept for any questions you may have, 866-710-Sincerely , Orange van lines
Dear ***, you hired our service to be your moving company for pick up from DC to CA on the 6//at time of pick up we you signed on a contract confirm that your first available date for delivery will be 6/19/based on this information our delivery window from that date is up to business days.we are still in that delivery windows (please review attached form you signed) we are sorry for the delivery taking time it is the busy time of the moving industry and doing our best to deliver your goods as soon as possible your items are already on the truck on the way to CA we are thanking you for the understanding and will keep you update on the status of delivery please feel free to contact us for any more information customer service: 866-710-
As stated in all of our quotes we cannot guarantee or promise delivery dates - there are many other factors involved and other clients who we also have to considerWe are sorry the client was not happy with the answer to her complaint however she agreed to the terms and conditions when she booked and we did our part and showed up at her pickup location Please let us know if you require any additional information
Dear Customer , Please contact our claim department so we can be consider remembered or compensation claim department : [redacted] Sincerely orange van lines
First of all we apologize for an inconvenience we may have caused and for any damages which may have occurred in transitThis unfortunately is a part of the moving business As the client knows - our estimates are based of the information THEY provide usIf the information is not accurate - the price can change depending on the services needed on the day of the moveThe client is able to cancel at any point and on pickup signs a new contract and if the price is increased - the client is aware before hand and signs and agrees to the charges The client has the information for the claims department - they can be reached at movingclaims.net or at Our company issues all refunds and claims through the claims departmentThe claims department will review all the information provided and review the contract signed on the day of the moveThe client agreed to use our claims department when they booked their job with our company and when they signed the contractThe client agreed to allow us the chance to analyze all complaints and claims prior to them going to outside sources - such as the Revdex.com We kindly request for this claim to be closed since the client has the information to file a claim and has yet to do soIf they need any information - they can contact us directly or the claims department so we can analyze and answer the complaint/claim in the correct and thorough wayThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The multiple issues should have never occurred to begin with, or at least been rectified immediately rather than continuously getting worse day by day for over two weeks As the customer service department of a professional company the solution should NOT be to urge your clients to file a claim with an outside party if they have a complaint? Especially since WE the customers contacted YOU the company for days straight while the issue was occurring During this time the employees of Orange Van Lines did not attempt to help us, but instead made the situation consistently worse by being rude, hanging up on us as if teenagers, not once but on numerous occasions, never were they empathetic as customer service professionals are meant to be They never took accountability or offered solutions, or even compromises for that matterCustomer Service departments exist for the sole purpose of working with disgruntled customers to solve problems and turn ugly situations into positive experiencesOrange Van Lines did not come close to doing any of this for us during the month we did business with them Offering an outside claims service to resolve your internal problems is not the resolution to the horrible experience you put us through.
Regards,
*** ***
To Whom It May Concern:
I have checked our records thoroughly and cannot find any client file with the same name, email nor phone numbe as listed in this complaintIf this is a complaint for our company - please request the correct information so we can check to the merit of the
complaint and respond accordinglyIf this is not - please remove this complaint from our fileThank you
Sent: Wednesday, June 17, 3:PMTo: *** ParishSubject: RE: Houston Revdex.com outstanding disputes Dear ***, This is a respond to compliant # *** Customer name : *** & *** *** order # *** Dear *** , Let me start by saying how deeply sorry I am for any inconvenience that this move may have caused youwe are truly sorry for the lost of your itemsWe at Orange van lines owner our customers and would like to work with you on those compliantWe will do our best to located the missing items in order for us to do so you will need to file a claim And follow the process of itper our contract you signed and agree to this is the process: “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 must initially 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 ***.*** or mail your inquiry to *** *** *** *** ** ***“ Also the cover for the lost items in case it will not located is based on the insurance you porches at time of moveIf you didn’t porches any additional insurance your item will be covers by the *** *** *** based on $per pound per article ($Deductible)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 ***.*** If you do have any questions or issues regarding how to file a claim please contact *** our Operations Manager in her direct line:*** Sincerely, *** *** VP Household Goods Division Orange Van Lines, LLC *** California office direct line: *** *** *** Toll Free: Ext Fax: *** *** ***
Dear ***,
Let me start by saying how deeply sorry I am for any inconvenience during this move 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 your re-delivery and its should be done next weekhowever there are issue in your move:
the driver try to contact you on Sunday May 30th in order to delver your items but you couldn't accept delivery .
therefore based on our terms and condition you signed and agree at time of reservation and again when you signed on the Bill of leading contract at time of pick upits informed that if we will need to do re-delivery we will have to unload the items to storage and then re-delivery for additional chargeplease review the contract your signed on :
"Re-delivery :$Full re-handling /delivery fees are applied when the carrier must make a second attempt to delivery the property if for any reason the shipper did not accept delivery on the first attempt " because we understand our customers and would like you to be happy from the service we provide we didn't ask for the full $re-delivery fee as should be per our contract and only asking for you to pay the cost its cost us to delivers your items again to storage our record show that our customer service try to contact you many times with no answerplease provide us with valid phone # so we can set for you the delivery asap any adjustment or reimbursement can be consider by filing a claim with our claim dept please contact us asap : ***
Sincerely ,
your moving company
orange van lines
***
After looking up the file - the client made threats to the movers and to all representatives to which he/she spoke on the day of the moveOne the same day he also turned to the Revdex.com without making a formal complaint to the company or allowing time to address any issue or concern he may haveOnce we realized there was no way to communicate with the couple we requested for them to pickup their items from storage - this request was made the day after their pickupAll payments were returned to the client even though we wasted many time, money and resources on their pickupThey signed the contract showing their items were picked up from storage in the same condition in which they were given to us.
We did not complete their moveWe chose not to complete their move based on their aggressive, rude and threatening behavior shown towards our staffWe accepted no money for the job we completed for them including wrapping/padding furniture and packingIn the original complaint - they stated as their desired resolution they wanted their items returned as well as all money paid - they got their resolutionWe request for this complaint to be closed since we did all we could to resolve the complaint and gave the client their desired resolutionThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 statement from
Orange Van Lines is not true
Orange Van Lines (OVL) delivered my chair at the wrong address, yes, however nothing has
ever been promised to me by anyone as stated in their response and they did not
locate the chair, I didThe process they make reference to, to get my chair to
me is as well since they have not told me that they are in “ the process”
to get it to me
At the time of my delivery
when I saw that there was a missing item I questioned the matterThe driver
gave me a number of another customer that he thought he had delivered my chair
toAt that point I asked if his company would find the item and take care of
it, he told me it was my responsibility to call that customer to locate the
chair and then prove to OVL that it was indeed my chair, by taking a photo of
it and forwarding it to his company(Orange
Van Lines never tried or talked with the individual that has my item, it is a lie that they located or tried to
locate my chair.) I immediately called the number given to me by the
driver, but nobody answered, I also called OVL to inform them of the issue After calling several more times, I was able
to get in touch with the individual and confirmed the chair was thereThe following
business day I contacted OVL again to explain where the chair was located and
whyAfter numerous conversations with Orange Van Lines, they made it clear they
were not going to helpBelow are the two emails I received from their customer
service department
-May 13,
Hi
*** 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 ~***
Hi ***,
Logistically it is not a possibility for us
Please file a claim thru ***
All the best,
~***
I never received a response
such as the one provided to youThe above comments were what I was told to do
and was never told or offered that they were getting my item to meI
understand mistakes happen and I would accept it if they could tell me that
they were going get the item to me in time, but that is not what I have been
toldOn the first phone conversation with customer services they said they
would look into the case and let me know what they could do because they don’t
readily have trucks that travel that part of the county and even if they did it
could take some time to do itThat is the closest thing they said about trying
to get the item back to me After
several calls and a few emails, the above information was what Orange Van Lines
solution was
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Tuesday, May 26, 2:PMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #*** This company claimed to have come to pick up my belongings and tried to charge me for these supposed attemptsHowever, there were never such attempts madeThey never called saying they were there to pick up my belongingsMy phone records and my friends phone records demonstrate no such attempts were madeIn fact, the only phone calls made were from me trying to get them to come pick them up, and everytime they wanted to reschedule until finally they said they could not give me a date in which they would deliver my belongingsWhen I tried to cancel they still tried to charge meThis practice was extremely unethicalI called another company, they picked up my belongings that day and delivered the following week, it was that simple Best Regards, *** ***
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
Please attached pictures in reference to broken itemsMy wife's statue which is a heirloom is broken and this company says they didn't break anything and returned everything in the condition it was recievedThat is a lie I have date time stamps of when this picture was taken, yes the company refunded all money in the deal but I am still not satisfied due to the disrespectful conversations my wife and I have had with this company on top of breaking our thingsThings weren't wrapped properly and this is the outcome of my thingsIf this continues to be a back and forth thing with this company I will temporarily remove myself from the complaints and the company can communicate with my attorneysThanks for your time in reading this complanit***
Dear Customer,
We are trying our best to deliver your household goods as soon as possiblei do not have any new information for you in regards to your delivery, as soon as we will have any new information we will contact you.
please contact our customer service for any questions you may have 866-710-Thank you for your patient ,
Orange van lines
I was quoted Cubic feet at $2,By the time the movers had left I was at Cubic Feet and $3,We were given a “special” of free rolls of tapeEverything we owned was already taped up in boxes and packedThe brokered out movers that were hired from *** retaped everything and somehow went over rolls at each, totaling $When I found hardly used rolls on the floor in my sons room I tried to give it back to her and she said that she had already charged me for itI didn’t want it, or any of their tape at all!
I always pack my linens in double layered trashbagsIt conserves spaceI understand WHY the mover told me she had to have them boxed, what I don’t understand is why, when it was on my inventory list, was I not informed of this ahead of time? Also my TV’s had to be wrapped and packaged, and no one told me this at allThe reason I was not told in advance is because they wanted $to wrap my TV and at least $for the smallest box on earth if we needed to buy it from themThe initial movers were told “WE DO NOT WANT TO GO OVER OUR CUBIC FOOTAGE SO LET US KNOW SO WE CAN MAKE DECISIONS ON WHAT GOES AND WHAT STAYS” She then comes and tells me I have room for one or two small things before the beds go inWe chose my sons *** carThen she put our beds in and magically we went from to Of course no one will part with their bedsAll the small things were in the back so we couldn’t get to them to take them out and ship them a cheaper wayMy mattresses were ON MY INVENTORY LIST!
The “Customer Service” department here is solely to book youAfter that they have your phone number in their system and they never answerIt rings until it goes to a voicemail that never gets answeredThe only way to reach them is to request a quote on the website, or to call from an entirely new numberWe had to do bothThe sales department called back right awayThe warehouse manager told us that they were taking our stuff to palletize it and shrink wrap itShe also said that “They were the actual company with their own trucks, and that our stuff would NOT be brokered out to anyone.” When the brokered out driver showed up with our stuff, it was thrown into the truck all mixed in with other peoples thingsBroken, damaged and misplacedMy husband had to go onto the truck to remove boxes that the driver said weren’t oursThey were oursOther peoples furniture was brought into our home and we gave it backThe driver informed me that he was simply driving through Texas, when someone called him on the CB and asked him where he was headedHe replied New Jersey, and they sent our stuff with a brokered out truckerThe “movers” that came to unload our stuff were local young men hired off of *** with NO moving experience at allI felt SO bad for them as they struggled to get my stuff up the stepsI should NOT have to pity the movers I have paid $3,600+ to move my stuff! They were paid $15/hour under the tableThey were taken to the back of the truck to be paid out of the cash that we gave the driverI paid $for an extra flight of steps, and the “movers” did not get thatWho does? The driver who sat on his butt and watched them struggle? My husband himself helped lift and move boxes and furnitureThe movers told us that they simply responded to an ad on *** that said “help unload some boxes from a truck” We got their phone number, and they are willing to help us in any way, as they also feel slighted by this companyThe $charge for the flight of steps should have already been removed from my billI was told by several representatives that if the flight of steps was located inside the home, that I should not be charged for itThen the warehouse manager in Houston told me that she had removed itThen she told me that she was unable to remove the tape because it was already written into the contractWhy did you tell me you removed the flight of steps then? It was also written into the contractAnd it was not removedAgain, it also did not go to the movers themselvesWe have taken pictures of the many things that were damaged in the moveEverything was literally THROWN into the truckBoxes smashed, broken dressers, my antique table completely unwrappedBoxes were opened! How do you charge me $for tape and my boxes are opened when I receive them? Specifically my husband’s tool box, which was double wrapped and taped when it left our homeThe inventory list is completely inaccurateFor example #was supposed to be a “folding chair” and it was in fact, my son’s headboardEverything was numbered incorrectly so we had no way to actually do an inventory of our thingsAlso the list is fraudulentWe were charged for dressers in all: armoires, triple dressers, double dressers and then another dresser written in at the bottomNo wonder we went over our cubic footageIn reality we own dressersOne of which is a baby’s dresserI have tried to call the company to see if they were willing to remedy their mistakes, and they told me they had no power to help at allSo now I will not stop until this company is taken downThey should not be in business anymoreOne look at their Facebook page tells you how crooked they areI DESERVE a good portion of my money returned to me as this company did NOT adhere to their contract, and lied about their servicesThe way my things were handled is sickening and for the price we paid downright ROBBERY!