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 consider. We 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.
Sent: Monday, June 01, 2015 5:11 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 you. We at Orange van lines owner our customers and would like to work with you on those complient. However 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 issues. To 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 department. Please 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: 818 921 4418 Toll Free: 800 850 4993 Ext 520 Fax: 866 828 8301 [redacted] Houston, TX 77039
Dear Customer,
I understand your are not satisfied with my answer but I relay want to help you and to make you satisfied but there is way to do it.
based on our terms and condition you agreed and signed !
you need to following the process of filing a claim with our claim department .
so we can consider any compensation and the help your satisfactory ..
please contact our claim department at:
866-710-3104
Sincerely ,
orange van lines , INC
Dear Customer,
we sorry but we do not have any new information- your items are in the way and should delivered between Sunday to Monday .
as soon as your items will be delivered you can contact our claim dept and file claim for possible compensation.
for more information please contact us at: [redacted]
The packet which the client is claiming he did not receive was also provided via electronic link on the quote he received multiple times before booking with our company. As stated before - the client signed a legal contract and agreed to use out claims department. This is the way all moving companies work. There is a claims process - the client can set up his claim so it can be analyzed and if compensation is due it will be sent out immediately.
We contacted Orange Van Lines to move furniture from Durango, CO to Atlanta, Georgia. They committed to a pick-up date of July 31, 2015. After the agreement was signed they called to say the pick-up would have to be a window of August 1rst through the 5th! They contracted to break-down all furniture and pack/wrap all furniture. Because of their late notice of a pick-up window and the fact that our lease was up on July 31rst, we took all furniture and boxes into the garage on the ground floor of the property---they broke-down NOTHING, packed NOTHING, and moved NOTHING from the two floors of the townhome above the garage. EVERYTHING WAS PACKED AND WAITING ON THEM FOR PICK-UP. They also said they would call 24 hours in advance of pick-up. They NEVER one time called. We called repeatedly to find out why they hadn't called and when they would arrive. We finally got an employee say the driver would be to the pick-up between 10a and noon. Mind you, of course, the pick-up was on the LAST DAY of their 5-day window. Yep, August 5th. BUT, they did not show up until 3p and with ONE PERSON--the truck driver. We had to have a friend help the driver load the truck. We were told the furniture would be delivered within 14 business days of pick up. On August 21rst we again began trying to reach Orange Van Lines. The standard answer was that the person answering the phone "would have to reach dispatch and someone would call us back!" NEVER did this company call us back. We had to call again and again. Finally, we were told the furniture wasn't scheduled for delivery because they never received the proper forms with credit card authorization. WE HAVE DOCUMENTED AND CONFIRMED EMAILS FROM THIS COMPANY ON AUGUST 3rd THAT THEY DID, IN FACT, RECEIVE ALL DOCUMENTS. This was ignored when we brought this to their attention. FINALLY, SEPTEMBER 3rd we received a call that the driver would deliver the furniture on the morning of September 4th but they want CASH or a CASHIERS CHECK and are ADDING $200 because there was more furniture and boxes than was on the inventory sheet at time of contract, which is yet another lie from this company. WE MOVED ALL FURNITURE AND BOXES FROM THE THIRD AND SECOND FLOORS OF THE TOWNHOUSE TO THE GARAGE AND HAD TO ASK A FRIEND TO HELP THE DRIVER LOAD IT ALL and they want to charge us MORE MONEY. This is the worst company I have ever dealt with in 47 years on earth. DO NOT MAKE THE MISTAKE OF USING THIS COMPANY. HANDS DOWN THE WORST EVER. HORRIBLE!!!!!!!!!
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 complaint. I 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]
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. The company stated that 1276 cubic feet of space was used for my move and when the delivery truck arrived it was 900 cubic feet of space. That is a difference of 376 cubic feet. I have photos to show the footage markings and there is a huge difference in cubic feet you charged and what was actually delivered. Also, you stated that you used packaging material on large items, let's clarify what you exactly did. You placed a moving blanket on large items and wrapped it in tape. Packaging material?? Your movers did not secure our items properly otherwise I would not have a broken 40in TV screen, crushed boxes, and broken furniture. There was three items that your company wrapped. A large mirror and two flat screen TVs. The method that was used was single layer of bubble wrap with a box and tape. You charged $540 for three items in which two came delivered broken or damaged. So your statement for securely packaged is false. After the goods were loaded, you inflated the price and forced us to comply to your demands. Your movers took shortcuts and you falsified your documentation on what you stated to me as a customer and what was delivered.
Regards, Michael P[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. This company simply did not make such attempts. This complaint will not be resolved until this company acknowledges these facts.
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 client. In the begnning they were unsure where the chair was however it has been located. She can also file a claim for other damages. Information has already been provided. However - 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. "
Claims information is written on the quote provided to the client to review BEFORE they choose our company for their move. Second, they signed a claims page on the day of the move which also states all of the claims information. The claims information was received at least twice.
Second, our employee did not promise or guarantee any delivery date. She wrote in all of the records your preferred delivery date as April 10th however this is NEVER a guarantee or promise. Unfortunately 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 department. However in moving - there are delays and changes which is why there are no promises or guarantees. This 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 department. If the customer chooses - she is more than welcome to turn to the claims department and seek compensation. Once 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 complaint. Thank you.
Unfortunately in the moving business - mistakes can happen. The clients chair was shipped to a different location. As promised we have located the chair and are now working on getting the client her item to her. Since 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 possible. We do apologize for any inconvenience however we are doing our best to rectify the situation in a timely manner. Please let us know if you require any additional information in order to close this complaint. Thank you.
Sent: Wednesday, June 17, 2015 2:04 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 ** 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 date. The customer have the option to cancel her reservation no later than 72 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 24 prior to the move date and asked to cancel the move. I explained our reservation policy again and even wave for her the $500.00 cancelation fee. This policy is part of us making sure we reserving the space on the truck for the customer – since [redacted] call us only 24 hours before we were needed to change all our Schedule because w left with empty space on the truck.. because her cancelation. Therefore we have this policy as the customer agreed at time of reservation . Payment Terms:“ 10% deposit is required to book a job. Payment is by [redacted] or [redacted] ( fully refundable up to 72 hours prior to your moving date by emailing a hand signed letter to [redacted]) ** Cancellation fee of $500.00 will apply if move is cancelled by client up to 2 days prior to pick up. This charge will be processed by the same method used by client to make the initial 10% deposit payment. Therefore no refund to the customer needed. The 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 24 hours before she calling to cancel and in the moving industry it’s the last minute.. we are losing money here..because of her reservation we didn’t take other job .therefore we have :cancelation policy as I motioned before. Please 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]
AVOID THEM AT ALL COSTS - HORRENDOUS, HORRIBLE COMPANY - WORST EVER
If I could give them a zero I would. I saw warnings like mine on [redacted] but I ignored them because of the low price - never again. They lost five items - some were big and very hard to miss or lose - all total valued at over $2000 - 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 apologized. The drivers knew nothing and were of no help whatsoever finding anything. No one would take responsibility. They have the worst customer service ever. EVER.EVER. EVER.
Many 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 date. They did this with me.
2) 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 move.
3) 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 10770038. As Orange Van Lines requested, I am working through the claims process, but with nearly 100 damaged, lost, or stolen items, it is taking some time to gather sufficient documentation for the claim. I hope to have the claim submitted sometime next week. Once the claims process is complete, I will follow up with this Revdex.com case.I still have not received any direct communications, other than this Revdex.com response, from Orange Van Lines regarding any of the issues that we experienced. Until they make an effort to reach out to us to communicate about these issues and their resolutions, we will find it difficult to close this case with a positive result. Orange makes a lot of great promises about its quality service to potential customers. But when things go wrong, they appear to go into defense mode, hiding behind answering machines and a customer service process that includes little or no follow-up. When a customer is paying thousands of dollars for a service, the expectations for customer service needs to be higher than a simple "deal with our claims department."
The Revdex.com is more than welcome to contact us directly and we will have signed affidavits if necessary from the crew, driver, and dispatcher who did show up. The client's boyfriend refused to leave work to open the storage and wanted us to wait around when we had other clients to handle as well. We are sorry we were not able to help the client however we did show up.
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. Was told by Jennifer F[redacted] of your company last friday that the goods were to have been loaded on a truck last Saturday with delivery tentative this Wednesday or Thursday. Seems like one part of your company doses not speak to another part.
Please confirm goods were loaded and in route. Complaint still stands and will remain active until goods delivered. [redacted]
Dear [redacted],
Thank you for choosing our company to be your moving company.
we pick up your items on 7/14/15 and per our contract you singed the delivery time frame is: 1-7 business days but the test can be up to 21 business days. and we are still in that time frame. you have...
already spoke with our customer service today and yesterday and they will provide you with this information .
we are doing our best to make your delivery as fast as possible . please be patient and for any other questions you can contact our customer service dept and they will provide you with delivery update.
customer service dept: [redacted]
Sincerely ,
orange van lines
[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. [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 06/22/2015 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 INFO. I WANT TO GET HELP WITH THIS ISSUE DUE TO THE COMPANY NOT COOPERATING AND NOT KEEPING ANY OF THEIR WORD. THANKS
Regards,
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 goods. we are very dissent and honest company.
in 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
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 consider. We 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.
Sent: Monday, June 01, 2015 5:11 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 you. We at Orange van lines owner our customers and would like to work with you on those complient. However 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 issues. To 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 department. Please 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: 818 921 4418 Toll Free: 800 850 4993 Ext 520 Fax: 866 828 8301 [redacted] Houston, TX 77039
Dear Customer,
I understand your are not satisfied with my answer but I relay want to help you and to make you satisfied but there is way to do it.
based on our terms and condition you agreed and signed !
you need to following the process of filing a claim with our claim department .
so we can consider any compensation and the help your satisfactory ..
please contact our claim department at:
866-710-3104
Sincerely ,
orange van lines , INC
Dear Customer,
we sorry but we do not have any new information- your items are in the way and should delivered between Sunday to Monday .
as soon as your items will be delivered you can contact our claim dept and file claim for possible compensation.
for more information please contact us at: [redacted]
The packet which the client is claiming he did not receive was also provided via electronic link on the quote he received multiple times before booking with our company. As stated before - the client signed a legal contract and agreed to use out claims department. This is the way all moving companies work. There is a claims process - the client can set up his claim so it can be analyzed and if compensation is due it will be sent out immediately.
We contacted Orange Van Lines to move furniture from Durango, CO to Atlanta, Georgia. They committed to a pick-up date of July 31, 2015. After the agreement was signed they called to say the pick-up would have to be a window of August 1rst through the 5th! They contracted to break-down all furniture and pack/wrap all furniture. Because of their late notice of a pick-up window and the fact that our lease was up on July 31rst, we took all furniture and boxes into the garage on the ground floor of the property---they broke-down NOTHING, packed NOTHING, and moved NOTHING from the two floors of the townhome above the garage. EVERYTHING WAS PACKED AND WAITING ON THEM FOR PICK-UP. They also said they would call 24 hours in advance of pick-up. They NEVER one time called. We called repeatedly to find out why they hadn't called and when they would arrive. We finally got an employee say the driver would be to the pick-up between 10a and noon. Mind you, of course, the pick-up was on the LAST DAY of their 5-day window. Yep, August 5th. BUT, they did not show up until 3p and with ONE PERSON--the truck driver. We had to have a friend help the driver load the truck. We were told the furniture would be delivered within 14 business days of pick up. On August 21rst we again began trying to reach Orange Van Lines. The standard answer was that the person answering the phone "would have to reach dispatch and someone would call us back!" NEVER did this company call us back. We had to call again and again. Finally, we were told the furniture wasn't scheduled for delivery because they never received the proper forms with credit card authorization. WE HAVE DOCUMENTED AND CONFIRMED EMAILS FROM THIS COMPANY ON AUGUST 3rd THAT THEY DID, IN FACT, RECEIVE ALL DOCUMENTS. This was ignored when we brought this to their attention. FINALLY, SEPTEMBER 3rd we received a call that the driver would deliver the furniture on the morning of September 4th but they want CASH or a CASHIERS CHECK and are ADDING $200 because there was more furniture and boxes than was on the inventory sheet at time of contract, which is yet another lie from this company. WE MOVED ALL FURNITURE AND BOXES FROM THE THIRD AND SECOND FLOORS OF THE TOWNHOUSE TO THE GARAGE AND HAD TO ASK A FRIEND TO HELP THE DRIVER LOAD IT ALL and they want to charge us MORE MONEY. This is the worst company I have ever dealt with in 47 years on earth. DO NOT MAKE THE MISTAKE OF USING THIS COMPANY. HANDS DOWN THE WORST EVER. HORRIBLE!!!!!!!!!
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 complaint. I 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]
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. The company stated that 1276 cubic feet of space was used for my move and when the delivery truck arrived it was 900 cubic feet of space. That is a difference of 376 cubic feet. I have photos to show the footage markings and there is a huge difference in cubic feet you charged and what was actually delivered. Also, you stated that you used packaging material on large items, let's clarify what you exactly did. You placed a moving blanket on large items and wrapped it in tape. Packaging material?? Your movers did not secure our items properly otherwise I would not have a broken 40in TV screen, crushed boxes, and broken furniture. There was three items that your company wrapped. A large mirror and two flat screen TVs. The method that was used was single layer of bubble wrap with a box and tape. You charged $540 for three items in which two came delivered broken or damaged. So your statement for securely packaged is false. After the goods were loaded, you inflated the price and forced us to comply to your demands. Your movers took shortcuts and you falsified your documentation on what you stated to me as a customer and what was delivered.
Regards, Michael P[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. This company simply did not make such attempts. This complaint will not be resolved until this company acknowledges these facts.
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 client. In the begnning they were unsure where the chair was however it has been located. She can also file a claim for other damages. Information has already been provided. However - 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. "
Claims information is written on the quote provided to the client to review BEFORE they choose our company for their move. Second, they signed a claims page on the day of the move which also states all of the claims information. The claims information was received at least twice.
Second, our employee did not promise or guarantee any delivery date. She wrote in all of the records your preferred delivery date as April 10th however this is NEVER a guarantee or promise. Unfortunately 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 department. However in moving - there are delays and changes which is why there are no promises or guarantees. This 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 department. If the customer chooses - she is more than welcome to turn to the claims department and seek compensation. Once 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 complaint. Thank you.
Unfortunately in the moving business - mistakes can happen. The clients chair was shipped to a different location. As promised we have located the chair and are now working on getting the client her item to her. Since 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 possible. We do apologize for any inconvenience however we are doing our best to rectify the situation in a timely manner. Please let us know if you require any additional information in order to close this complaint. Thank you.
Sent: Wednesday, June 17, 2015 2:04 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 ** 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 date. The customer have the option to cancel her reservation no later than 72 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 24 prior to the move date and asked to cancel the move. I explained our reservation policy again and even wave for her the $500.00 cancelation fee. This policy is part of us making sure we reserving the space on the truck for the customer – since [redacted] call us only 24 hours before we were needed to change all our Schedule because w left with empty space on the truck.. because her cancelation. Therefore we have this policy as the customer agreed at time of reservation . Payment Terms:“ 10% deposit is required to book a job. Payment is by [redacted] or [redacted] ( fully refundable up to 72 hours prior to your moving date by emailing a hand signed letter to [redacted]) ** Cancellation fee of $500.00 will apply if move is cancelled by client up to 2 days prior to pick up. This charge will be processed by the same method used by client to make the initial 10% deposit payment. Therefore no refund to the customer needed. The 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 24 hours before she calling to cancel and in the moving industry it’s the last minute.. we are losing money here..because of her reservation we didn’t take other job .therefore we have :cancelation policy as I motioned before. Please 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]
AVOID THEM AT ALL COSTS - HORRENDOUS, HORRIBLE COMPANY - WORST EVER
If I could give them a zero I would. I saw warnings like mine on [redacted] but I ignored them because of the low price - never again. They lost five items - some were big and very hard to miss or lose - all total valued at over $2000 - 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 apologized. The drivers knew nothing and were of no help whatsoever finding anything. No one would take responsibility. They have the worst customer service ever. EVER.EVER. EVER.
Many 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 date. They did this with me.
2) 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 move.
3) 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 10770038. As Orange Van Lines requested, I am working through the claims process, but with nearly 100 damaged, lost, or stolen items, it is taking some time to gather sufficient documentation for the claim. I hope to have the claim submitted sometime next week. Once the claims process is complete, I will follow up with this Revdex.com case.I still have not received any direct communications, other than this Revdex.com response, from Orange Van Lines regarding any of the issues that we experienced. Until they make an effort to reach out to us to communicate about these issues and their resolutions, we will find it difficult to close this case with a positive result. Orange makes a lot of great promises about its quality service to potential customers. But when things go wrong, they appear to go into defense mode, hiding behind answering machines and a customer service process that includes little or no follow-up. When a customer is paying thousands of dollars for a service, the expectations for customer service needs to be higher than a simple "deal with our claims department."
The Revdex.com is more than welcome to contact us directly and we will have signed affidavits if necessary from the crew, driver, and dispatcher who did show up. The client's boyfriend refused to leave work to open the storage and wanted us to wait around when we had other clients to handle as well. We are sorry we were not able to help the client however we did show up.
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. Was told by Jennifer F[redacted] of your company last friday that the goods were to have been loaded on a truck last Saturday with delivery tentative this Wednesday or Thursday. Seems like one part of your company doses not speak to another part.
Please confirm goods were loaded and in route. Complaint still stands and will remain active until goods delivered. [redacted]
Dear [redacted],
Thank you for choosing our company to be your moving company.
we pick up your items on 7/14/15 and per our contract you singed the delivery time frame is: 1-7 business days but the test can be up to 21 business days. and we are still in that time frame. you have...
already spoke with our customer service today and yesterday and they will provide you with this information .
we are doing our best to make your delivery as fast as possible . please be patient and for any other questions you can contact our customer service dept and they will provide you with delivery update.
customer service dept: [redacted]
Sincerely ,
orange van lines
[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. [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 06/22/2015 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 INFO. I WANT TO GET HELP WITH THIS ISSUE DUE TO THE COMPANY NOT COOPERATING AND NOT KEEPING ANY OF THEIR WORD. THANKS
Regards,
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 goods. we are very dissent and honest company.
in 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