I received an estimate based on an inventory of $1020. The items I needed moved were provided to the company prior to them coming to move them and estimated at 200 cubic feet. When the company arrived, they stated I had about 500 cubic feet. I didn't add any additional items. (for example - I stated I had 4 side tables - when the company arrived, they considered side tables as desks. Also, I had a desk and because it had legs that could not be detached....they stated they could not pack it.) The driver basically said for 200 cubic feet he could probably only move a sofa and a couple of boxes. I trusted the company to give a reasonable estimate based on the information I provided and when they arrived they seemed to be prepared to jack the cost up.
The driver and dispatch seemed to be playing head games. The movers were let in to pick up the items by the apartment management. The driver called my husband with the inflated cubic feet and my husband told him we would call him back. The dispatcher called me to say my husband authorized the additional cost and the driver had already loaded the items (after I had already informed the driver I would not pay any additional costs and he stated he would call me back so we could figure exactly what he could deliver that fit within 200 cubic feet.) I've paid $714 of which the company has now stated they will not refund because of cancellation less than 48 hours of scheduled pick up (also, company rescheduled twice because they tried to pick up items after hours when I told them I needed pickup prior to 5pm). This has been a complete nightmare. This company deserves a rating less than F if that is even possible. Ridiculous scammers
As already stated - any and all claims/complaints must go through our claims department. This was written on the quote the client received prior to choosing our company and on the contract signed on the day of the move. The 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 immediately. However - the first step is the client needs to start the claims process. We have already requested for this claim to be expedited once completed in full. We look forward to resolving the issues with the client however it has to go through the correct channels agreed to by both parties.
To Whom It May Concern:
At Orange Van Lines – we know the difficulty of moving
clients from point A to point B. We focus on customer service since having a
company move all of your personal items is an extremely sensitive matter.
From our first initial contact with a client either over the
phone or at an in home estimate – we do our best to be upfront and honest about
every step that takes place during moves. Sometimes however – there are
disputes between clients and the company and we do our best to rectify every
situation so the client finishes their move feeling satisfied.
The client in question had an original quote based on the
items the client provided us as her inventory list. The client was well aware
that the quote could change if she added more items or services. This is also
written extremely clearly on the quote and her representative went over the
quote in entirety with the client as well. On the day of the move the client
had additional items she wished to add to her move. She claimed not to realize
that the price would increase even though this is absolutely not true since she
received the quote and approved it when she paid her 10% deposit and it is
written clearly on her quote and her representative reviewed the information
with her. We explained to her its like standing in line at the market – you
might be at the register however if you run back to grab milk or candy – you
still have to pay for it. We even offered to take only the items on the
original estimate for the agreed price and she would have to find a resolution
for the remaining items. The client became agitated and threatened to cancel
her job but demanded a refund of her deposit – which is refundable up to 72
hours prior to her move. Once she realized she would not be receiving a refund
– she tried to work with the crew to lower the price. The foreman provided her
with the lowest price possible including an over $100 discount – reflected on
the bill of lading.
The client is making outrageous accusations against our
company which can be seen as slander. Our company has not broken any federal
law. We have abided by the legally binding contract signed upon the day of the
move by the client. In regards to the 110% law – this is in non-binding
estimates – her estimate was binding – as reflected on the revised written
estimate showing the new charges that the client agreed to – we have attached
this document for your review. I also believe the client has some confusion
over the 110% law which is evident in the way she is throwing it around and
making false accusations. Even if her estimate was non binding – which is was
NOT – she would still be required to pay the entire amount of her move since
she signed and agreed to the new price – but she would be able to make a
payment plan to pay the remaining balance within 30 days and not on delivery.
As stated on the contract which the client signed – payment on delivery is
required in full on delivery.
Our company abided by the legally binding contract. We
carried out her move for the agreed price. In addition – the client also signed
a claims where she allows our company to first investigate any
claims/complaints before turning to outside sources such as the Revdex.com. She has
not turned to our company to complain. We have attached the contract signed on
the day of the move – outlining all of the terms and conditions of the move
which we have abided by in full. We kindly request for the Revdex.com to close this
complaint – we have provided the claims information to the client for her to
make a claim. The claims company will review the claim and if compensation is
due – it will be sent immediately – however – we did abide by legal contract,
we was given an over $100 discount and we did carry out her move
professionally. The resolution she is requesting is unrealistic and makes it
difficult to believe we can come to an amicable agreement with the client and
close the complaint as completely resolved on both sides. We have and are
willing to continue working with the client however she must understand that
she did have extra items which cannot be shipped for free, a service just as
she ordered was received and our company worked hard to deliver her items from
point A to point B. A refund in full is
not realistic and will not happen. We did not violate ANY federal law and the
client should be very careful to make such false accusations against a company
which is in full compliance with the USDOT and state authorities. The client
simply doesn’t understand the law and is trying to blackmail us for a refund.
Again, we are willing to continue to work with the client if
she turns to the claims department as agreed on the legal contract she signed.
We kindly request for the Revdex.com to close this complaint since we have done the
maximum to resolve the complaint with the client. Please contact us if you
require any additional information. We will be happy to help.
Best,
Leo
Dear Revdex.com Representative,
This job is not our job - please refer the customer to his moving company . and remove this complaint from our record.
Sincerely
orange van lines
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 Lines. There has been no calls from them as they have stated in their response, or any communication of their efforts to get the item to me. I can not accept the most recent response from Orange Van Lines, it is not true. I will continue to reject their responses until we are contacted by Orange Van Lines or the matter is resolved.
[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.
If they had shown up to pick up my belongings they were supposed to call myself or friend. Phone records prove this never happened. Plus, 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 ok. Austin at time of booking assured me that would not be a problem. The 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 evening. Lee said she understood, said evening pick up would be no problem. Then she proceeded to schedule the pick up for Tuesday evening. I called and called Tuesday to get a time, never could give me one. Then they rescheduled for Wednesday evening. Same thing, I called and called and then they said Friday. Obviously needing my belongings to arrive in [redacted] on Saturday, a pick up on Friday will not work. Phone records show and verify these very actions. Each phone number I provided for communication was cell phones, which easily demonstrate what calls were placed and received by both myself and friend. Unfortunately this company has a practice of taking deposits, making promises and never delivering. My contract also demonstrated the pick up and delivery times, which never happened. Not to mention the very easy fact that the driver had both my number and my friends. Had he actually shown up and no one was there, he would have called one of us, if not both. Records 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]
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 Company.
LOSS: -
Adult Bike – Bike is missing in Shipment and Company did acknowledge that on Delivery as well mention in Inventory list as well. No 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 well. Provided all details and pictures but not getting enough details or understand part of how adjustment happen in the claim.
DELAY: - Services are delay especially in pickup and drop off time lines. All 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 things. But After pickup they told file a claim for delay and service you got. In Claim response we got nothing.
OverCharge:
As per given Inventory estimate is given as 560 Cu Ft. Removed Coffee table from initial Inventory and added few small things in Inventory. Which can increased max more 50 Cu ft., but instead of that they increase round figure to 660 Cu Ft. I am fine with that but never get explanation/answer what caused estimated size increased to 100 Cu ft. I already paid all charges based on 660 Cu Ft but I think I got overcharged for same.
The client has provided false information making her complaint invalid. The pickup location is a storage unit which needs to be opened by either the client or her husband. Due to their busy work schedule - there were only certain times they could meet to open the storage locker which made it almost...
impossible to schedule a pickup since we also have many other clients. We tried our best to work around their schedules and pickup was scheduled for Friday - April 24, 2015 - our crew showed up twice and the client's husband did not show up - TWICE. We wasted time, gas, and money on the move.
All of our 10% deposits which are put down in order to book a move are completely refundable up until 72 hours before the move - within the 72 hour window we start arranging the schedule and dispatching crews and trucks to pickups and for this reason deposits within the window are NOT refundable. We also turn away other business to accomodate the client. This is clearly written on the quote the client received and approved before booking with our company.
Our crew DID show up - it is the client who did not.
Please let us know if you require any additional information.
Mrs. [redacted],
rgb(68, 68, 68); font-size: 15px; background-color: rgb(255, 255, 255);">Let me start by saying how deeply sorry I am for any inconvenience that this move may have caused you.
I would like to reply to your concerns :
Rafael the salesmen that you have been working with estimated your move on the amount of $1300.00 which included 266 cf and free packing for flat screen TV .
We do offer our customers free moving pads/ blankets that will protect your items. However 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 possible. We had to use 1 linen box, 1 china box,11 sofa covers,1 small crate, 1 medium crate,15 packing tape , 15 pc of bubble wrap. As you mentioned yourself packing supplies was not listed on the quote that you have received.
We did checked the inventory list and you had additional items that was not listed on your estimate this is why you had an additional cf.
We are sorry that we had just 1 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 refused. Walter is aware of the rules that customers are not suppose to lift / move items. Walter 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 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.
By far this is the worst company we have ever dealt with. They use a
bait and switch, suck you in with a low price, and before you know it
the price has gone off the roof. They broke many items, and showed
up with less men to unload the truck. We tried to take them to small
claims court, but found out they were out of business.
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, 13 May 2015 15:06:44 -0700
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 above. We 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.
I would like to preface that I HAVE NOT USED ORANGE VAN LINES' services. I signed up for a blanket quote from a moving site, wherein different movers would send me their quotes. I was then practically harassed by Orange Van Lines, who emailed me my quote multiple times and then started calling me nonstop. I 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.
First of all we apologize for an inconvenience we may have caused and for any damages which may have occurred in transit. This unfortunately is a part of the moving business.
As the client knows - our estimates are based of the information THEY provide us. If the information...
is not accurate - the price can change depending on the services needed on the day of the move. The 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 800.513.6060. Our company issues all refunds and claims through the claims department. The claims department will review all the information provided and review the contract signed on the day of the move. The client agreed to use our claims department when they booked their job with our company and when they signed the contract. The 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 so. If 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 way. Thank 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.
We were never provided with Claim information in regards to bad customer service. Company still did not address the issue at hand which was an employee of theirs emailing us information in direct violation with what contract stated. The customer service employees and supervisors were unprofessional, rude and incompetent. In a period of 16 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]
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 cost. I never demanded a refund of deposit, I would have gladly relieved myself of a $129 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 $1,000 more. I 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 delivery.
You 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, 3 hours late. The movers at pick up said we will charge you 600-800 cash to unload the truck. What was I to do? This is fact, not fabrication. I did not demand a deposit returned. I would have gladly relieved myself of a $129 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=35ab53a817abf8b0205e4...⇄ />
Now, let's address the charges. Carriers 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 services. These 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 terms. A 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 49 USC 13702, which you can view here: http://www.law.cornell.edu/uscode/text/49/13702
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]
RUN RUN RUN away from this moving company. Please look up moving scams - this is a textbook case from there. This place is a joke. Here is EXACTLY what will happen to you in case you hire them.
1. Moving 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 foot. They will tell you it won't exceed their quote so long as you get your "inventory" correct.
2. Day 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 more. Our quote more than doubled on the day of the move. They only give you the final quote after truck is fully loaded where you're pretty much stuck. At this point have them unload and cut them loose if you can. Because this is the beginning of a VERY VERY difficult path forward.
3. They will also tack on a minimum of 350-500$ for "tape" and moving supplies- with a generous 2-10 rolls "thrown in for free"
4. After the pickup, forget your stuff for a min of a month regardless of what they say. The sales guy will tell you it is a common route, remember the delivery is XX BUSINESS DAYS after your first available date you indicate.
5. Once 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, ever. Forget it.
6. Customer service is a joke. They 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 1 month and 13 days (they keep changing what the definition of legally LATE is per federal laws)
7. Delivery : they lost at least 4 items on our list. Almost EVERY item was damaged including dining table, sofa.. scratches everywhere. The insurance is a joke. $0.60 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 unloading. That's cos they know half the stuff is broken and they don't want to deal with a check that you can call and cancel. The movers either side of our move REEKED of marijuana and were beyond overworked.
The people that delivered our stuff refused to assemble any of the furniture too , btw. This was at 1AM local time when they were done. Dumped boxes all over and walked away.
In 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 15 days in PEAK SUMMER MOVING SEASON.
Please, please, look up moving scams on the internet before you hire them - this is a TEXTBOOK case from that website.
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.
Dear [redacted],
you hired our service to be your moving company for pick up from DC to CA on the 6/16 /2015
at time of pick up we you signed on a contract confirm that your first available date for delivery will be 6/19/2015 . based on this information our delivery...
window from that date is up to 30 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:
866-710-3104
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
I will be more than happy to provide phone records demonstrating no one showed up and not only is this company now trying to take money they did not earn, but lying to cover up there bad business practice. This communication back and forth further supports my complaint of an unethical business that should have these practices put to an end. This company never called my friend and the phone records will support that.
Regards,
[redacted]
I received an estimate based on an inventory of $1020. The items I needed moved were provided to the company prior to them coming to move them and estimated at 200 cubic feet. When the company arrived, they stated I had about 500 cubic feet. I didn't add any additional items. (for example - I stated I had 4 side tables - when the company arrived, they considered side tables as desks. Also, I had a desk and because it had legs that could not be detached....they stated they could not pack it.) The driver basically said for 200 cubic feet he could probably only move a sofa and a couple of boxes. I trusted the company to give a reasonable estimate based on the information I provided and when they arrived they seemed to be prepared to jack the cost up.
The driver and dispatch seemed to be playing head games. The movers were let in to pick up the items by the apartment management. The driver called my husband with the inflated cubic feet and my husband told him we would call him back. The dispatcher called me to say my husband authorized the additional cost and the driver had already loaded the items (after I had already informed the driver I would not pay any additional costs and he stated he would call me back so we could figure exactly what he could deliver that fit within 200 cubic feet.) I've paid $714 of which the company has now stated they will not refund because of cancellation less than 48 hours of scheduled pick up (also, company rescheduled twice because they tried to pick up items after hours when I told them I needed pickup prior to 5pm). This has been a complete nightmare. This company deserves a rating less than F if that is even possible. Ridiculous scammers
As already stated - any and all claims/complaints must go through our claims department. This was written on the quote the client received prior to choosing our company and on the contract signed on the day of the move. The 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 immediately. However - the first step is the client needs to start the claims process. We have already requested for this claim to be expedited once completed in full. We look forward to resolving the issues with the client however it has to go through the correct channels agreed to by both parties.
To Whom It May Concern:
At Orange Van Lines – we know the difficulty of moving
clients from point A to point B. We focus on customer service since having a
company move all of your personal items is an extremely sensitive matter.
From our first initial contact with a client either over the
phone or at an in home estimate – we do our best to be upfront and honest about
every step that takes place during moves. Sometimes however – there are
disputes between clients and the company and we do our best to rectify every
situation so the client finishes their move feeling satisfied.
The client in question had an original quote based on the
items the client provided us as her inventory list. The client was well aware
that the quote could change if she added more items or services. This is also
written extremely clearly on the quote and her representative went over the
quote in entirety with the client as well. On the day of the move the client
had additional items she wished to add to her move. She claimed not to realize
that the price would increase even though this is absolutely not true since she
received the quote and approved it when she paid her 10% deposit and it is
written clearly on her quote and her representative reviewed the information
with her. We explained to her its like standing in line at the market – you
might be at the register however if you run back to grab milk or candy – you
still have to pay for it. We even offered to take only the items on the
original estimate for the agreed price and she would have to find a resolution
for the remaining items. The client became agitated and threatened to cancel
her job but demanded a refund of her deposit – which is refundable up to 72
hours prior to her move. Once she realized she would not be receiving a refund
– she tried to work with the crew to lower the price. The foreman provided her
with the lowest price possible including an over $100 discount – reflected on
the bill of lading.
The client is making outrageous accusations against our
company which can be seen as slander. Our company has not broken any federal
law. We have abided by the legally binding contract signed upon the day of the
move by the client. In regards to the 110% law – this is in non-binding
estimates – her estimate was binding – as reflected on the revised written
estimate showing the new charges that the client agreed to – we have attached
this document for your review. I also believe the client has some confusion
over the 110% law which is evident in the way she is throwing it around and
making false accusations. Even if her estimate was non binding – which is was
NOT – she would still be required to pay the entire amount of her move since
she signed and agreed to the new price – but she would be able to make a
payment plan to pay the remaining balance within 30 days and not on delivery.
As stated on the contract which the client signed – payment on delivery is
required in full on delivery.
Our company abided by the legally binding contract. We
carried out her move for the agreed price. In addition – the client also signed
a claims where she allows our company to first investigate any
claims/complaints before turning to outside sources such as the Revdex.com. She has
not turned to our company to complain. We have attached the contract signed on
the day of the move – outlining all of the terms and conditions of the move
which we have abided by in full. We kindly request for the Revdex.com to close this
complaint – we have provided the claims information to the client for her to
make a claim. The claims company will review the claim and if compensation is
due – it will be sent immediately – however – we did abide by legal contract,
we was given an over $100 discount and we did carry out her move
professionally. The resolution she is requesting is unrealistic and makes it
difficult to believe we can come to an amicable agreement with the client and
close the complaint as completely resolved on both sides. We have and are
willing to continue working with the client however she must understand that
she did have extra items which cannot be shipped for free, a service just as
she ordered was received and our company worked hard to deliver her items from
point A to point B. A refund in full is
not realistic and will not happen. We did not violate ANY federal law and the
client should be very careful to make such false accusations against a company
which is in full compliance with the USDOT and state authorities. The client
simply doesn’t understand the law and is trying to blackmail us for a refund.
Again, we are willing to continue to work with the client if
she turns to the claims department as agreed on the legal contract she signed.
We kindly request for the Revdex.com to close this complaint since we have done the
maximum to resolve the complaint with the client. Please contact us if you
require any additional information. We will be happy to help.
Best,
Leo
Dear Revdex.com Representative,
This job is not our job - please refer the customer to his moving company . and remove this complaint from our record.
Sincerely
orange van lines
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 Lines. There has been no calls from them as they have stated in their response, or any communication of their efforts to get the item to me. I can not accept the most recent response from Orange Van Lines, it is not true. I will continue to reject their responses until we are contacted by Orange Van Lines or the matter is resolved.
[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.
If they had shown up to pick up my belongings they were supposed to call myself or friend. Phone records prove this never happened. Plus, 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 ok. Austin at time of booking assured me that would not be a problem. The 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 evening. Lee said she understood, said evening pick up would be no problem. Then she proceeded to schedule the pick up for Tuesday evening. I called and called Tuesday to get a time, never could give me one. Then they rescheduled for Wednesday evening. Same thing, I called and called and then they said Friday. Obviously needing my belongings to arrive in [redacted] on Saturday, a pick up on Friday will not work. Phone records show and verify these very actions. Each phone number I provided for communication was cell phones, which easily demonstrate what calls were placed and received by both myself and friend. Unfortunately this company has a practice of taking deposits, making promises and never delivering. My contract also demonstrated the pick up and delivery times, which never happened. Not to mention the very easy fact that the driver had both my number and my friends. Had he actually shown up and no one was there, he would have called one of us, if not both. Records 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]
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 Company.
LOSS: -
Adult Bike – Bike is missing in Shipment and Company did acknowledge that on Delivery as well mention in Inventory list as well. No 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 well. Provided all details and pictures but not getting enough details or understand part of how adjustment happen in the claim.
DELAY: - Services are delay especially in pickup and drop off time lines. All 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 things. But After pickup they told file a claim for delay and service you got. In Claim response we got nothing.
OverCharge:
As per given Inventory estimate is given as 560 Cu Ft. Removed Coffee table from initial Inventory and added few small things in Inventory. Which can increased max more 50 Cu ft., but instead of that they increase round figure to 660 Cu Ft. I am fine with that but never get explanation/answer what caused estimated size increased to 100 Cu ft. I already paid all charges based on 660 Cu Ft but I think I got overcharged for same.
The client has provided false information making her complaint invalid. The pickup location is a storage unit which needs to be opened by either the client or her husband. Due to their busy work schedule - there were only certain times they could meet to open the storage locker which made it almost...
impossible to schedule a pickup since we also have many other clients. We tried our best to work around their schedules and pickup was scheduled for Friday - April 24, 2015 - our crew showed up twice and the client's husband did not show up - TWICE. We wasted time, gas, and money on the move.
All of our 10% deposits which are put down in order to book a move are completely refundable up until 72 hours before the move - within the 72 hour window we start arranging the schedule and dispatching crews and trucks to pickups and for this reason deposits within the window are NOT refundable. We also turn away other business to accomodate the client. This is clearly written on the quote the client received and approved before booking with our company.
Our crew DID show up - it is the client who did not.
Please let us know if you require any additional information.
Mrs. [redacted],
rgb(68, 68, 68); font-size: 15px; background-color: rgb(255, 255, 255);">Let me start by saying how deeply sorry I am for any inconvenience that this move may have caused you.
I would like to reply to your concerns :
Rafael the salesmen that you have been working with estimated your move on the amount of $1300.00 which included 266 cf and free packing for flat screen TV .
We do offer our customers free moving pads/ blankets that will protect your items. However 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 possible. We had to use 1 linen box, 1 china box,11 sofa covers,1 small crate, 1 medium crate,15 packing tape , 15 pc of bubble wrap. As you mentioned yourself packing supplies was not listed on the quote that you have received.
We did checked the inventory list and you had additional items that was not listed on your estimate this is why you had an additional cf.
We are sorry that we had just 1 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 refused. Walter is aware of the rules that customers are not suppose to lift / move items. Walter 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 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.
By far this is the worst company we have ever dealt with. They use a
bait and switch, suck you in with a low price, and before you know it
the price has gone off the roof. They broke many items, and showed
up with less men to unload the truck. We tried to take them to small
claims court, but found out they were out of business.
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, 13 May 2015 15:06:44 -0700
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 above. We 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.
Dear Customer ,
Please contact our claim department so we can be consider remembered or compensation .
claim department : [redacted]
Sincerely
orange van lines
I would like to preface that I HAVE NOT USED ORANGE VAN LINES' services. I signed up for a blanket quote from a moving site, wherein different movers would send me their quotes. I was then practically harassed by Orange Van Lines, who emailed me my quote multiple times and then started calling me nonstop. I 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.
First of all we apologize for an inconvenience we may have caused and for any damages which may have occurred in transit. This unfortunately is a part of the moving business.
As the client knows - our estimates are based of the information THEY provide us. If the information...
is not accurate - the price can change depending on the services needed on the day of the move. The 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 800.513.6060. Our company issues all refunds and claims through the claims department. The claims department will review all the information provided and review the contract signed on the day of the move. The client agreed to use our claims department when they booked their job with our company and when they signed the contract. The 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 so. If 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 way. Thank 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.
We were never provided with Claim information in regards to bad customer service. Company still did not address the issue at hand which was an employee of theirs emailing us information in direct violation with what contract stated. The customer service employees and supervisors were unprofessional, rude and incompetent. In a period of 16 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]
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 cost. I never demanded a refund of deposit, I would have gladly relieved myself of a $129 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 $1,000 more. I 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 delivery.
You 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, 3 hours late. The movers at pick up said we will charge you 600-800 cash to unload the truck. What was I to do? This is fact, not fabrication. I did not demand a deposit returned. I would have gladly relieved myself of a $129 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=35ab53a817abf8b0205e4...⇄ /> Now, let's address the charges. Carriers 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 services. These 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 terms. A 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 49 USC 13702, which you can view here: http://www.law.cornell.edu/uscode/text/49/13702
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]
RUN RUN RUN away from this moving company. Please look up moving scams - this is a textbook case from there. This place is a joke. Here is EXACTLY what will happen to you in case you hire them.
1. Moving 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 foot. They will tell you it won't exceed their quote so long as you get your "inventory" correct.
2. Day 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 more. Our quote more than doubled on the day of the move. They only give you the final quote after truck is fully loaded where you're pretty much stuck. At this point have them unload and cut them loose if you can. Because this is the beginning of a VERY VERY difficult path forward.
3. They will also tack on a minimum of 350-500$ for "tape" and moving supplies- with a generous 2-10 rolls "thrown in for free"
4. After the pickup, forget your stuff for a min of a month regardless of what they say. The sales guy will tell you it is a common route, remember the delivery is XX BUSINESS DAYS after your first available date you indicate.
5. Once 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, ever. Forget it.
6. Customer service is a joke. They 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 1 month and 13 days (they keep changing what the definition of legally LATE is per federal laws)
7. Delivery : they lost at least 4 items on our list. Almost EVERY item was damaged including dining table, sofa.. scratches everywhere. The insurance is a joke. $0.60 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 unloading. That's cos they know half the stuff is broken and they don't want to deal with a check that you can call and cancel. The movers either side of our move REEKED of marijuana and were beyond overworked.
The people that delivered our stuff refused to assemble any of the furniture too , btw. This was at 1AM local time when they were done. Dumped boxes all over and walked away.
In 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 15 days in PEAK SUMMER MOVING SEASON.
Please, please, look up moving scams on the internet before you hire them - this is a TEXTBOOK case from that website.
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.
Dear [redacted],
you hired our service to be your moving company for pick up from DC to CA on the 6/16 /2015
at time of pick up we you signed on a contract confirm that your first available date for delivery will be 6/19/2015 . based on this information our delivery...
window from that date is up to 30 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:
866-710-3104
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
I will be more than happy to provide phone records demonstrating no one showed up and not only is this company now trying to take money they did not earn, but lying to cover up there bad business practice. This communication back and forth further supports my complaint of an unethical business that should have these practices put to an end. This company never called my friend and the phone records will support that.
Regards,
[redacted]