Overland Van Lines Reviews (%countItem)
Overland Van Lines Rating
Address: 4 Longstream Ct 302, Baltimore, Maryland, United States, 21209-1313
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Overland made our moving process as smooth as possible. They were responsive and on time throughout the whole process. You can tell they value their customers time and business. 10 out of 10 would highly recommend!
I was very skeptical when thinking about hiring a moving company, I was pleasantly surprised when I contacted overland they were friendly and straight forward. When it came time to move they were punctual and clear about the timelines. Next time I move I will definitely use them again!
Wow! What a great company. These guys really know what they're doing operate with integrity.
The company misrepresented their services during their sales call. What was discussed on the call has not been honored. Items have not been delivered.
I hired them to do a small interstate move for me (from North Carolina to Connecticut). The sales people scheduled arrangements with me and then sent a follow-up binding agreement which was signed on June 6th. We scheduled a pick-up window of Saturday 6/27/20 from 10am-12pm and a drop off date of 7/2/20. On Friday, 6/26/20 around 3pm, I had a missed call from them and received a text message stating that the pick-up would be delayed until 6/28th. Since this was less than 24 hours before my pick-up and I had already made plans to move out-of-state on 6/28th from 10am-12pm. I called and left repeated messages for the scheduler. On 6/28 at 12 pm, they still hadn't arrived, so I called and was told they would not be arriving until between 3-5pm that day. No one had given me that information until I called to complain. The movers got delayed two more times and finally arrived around 7pm. Once the movers arrived, the truck appeared to be mostly full. I told them that if they thought I had too many things to let me know and I would select a few items not to move because I didn't want to be charged extra. They insisted there was enough room, they just needed to rearrange the truck. There were multiple miscommunications about what items would be taken. I clearly told them that there was a twin sized mattress and queen-sized bed frame upstairs that were to go (and were also on the moving list). Once they realized that the items on the porch were supposed to go, there was a last ditch effort to rearrange the items on the truck yet again. By this time, it was dark and they were using the lights on their cellphones to see. So, I had to make random last minute decisions about what could and couldn't go. This was a hardship for me because I was scheduled to leave first thing the next morning (as my house was scheduled for showings as I am selling it) and my car was already packed full. As soon as they finally packed up, I went upstairs and saw that they had left the twin mattress and queen-sized bedframe. When I called them, the white driver was very frustrated at this point and said he could fit the mattress, but not the queen-sized bedframe. He took the mattress and left, at which point, my cat escaped out the open door and I could hear him swearing outside. The black mover came back in and carefully and calmly took the remaining items. In the morning, I found a metal pole from one of my shelves on the road. Apparently, it had fallen out of the truck as a lot of the reschuffling was done in the dark. In addition, it wasn't until the movers were there that I realized I was being charged 7% for using a credit card.
I have been calling them repeatedly to figure out when they will drop off my items, which were scheduled for drop-off on 7/2. After multiple days of getting nowhere, I spoke with Marie, who said the hold up was because I owed additional money because my items took up more space than I had previously arrange for. I refused to pay and she told me the items would not be delivered until I paid, so I had no choice. There is fine print on the contract which in no way matches my conversations with the sales people. Items were picked up on 6/28th and today is 7/7. Sales is misleading in terms of the services company actually provides.
-Delivery of items by Thursday 7/9 at the latest -At least Partial refund for 7% credit card fee and extra charge -Provide me with a substantial refund for their breach of contract Fine print on binding contract does not match agreement with sales associates when services were booked. Once they have your items there is no way to negotiate with them or mediate the situation. Company is misleading.
I do apologize for any misunderstandings there was between the customer and our salesperson but, she signed the contract I have attached and it spells out how delivery is done. Her FDA was 7/2/2020 if you look at the highlighted areas we have 10 business days to deliver. We delivered on 7/15/2020 and the 10th business day would of been 7/17/2020. As far as the additional cost per her contract she was suppose to have 24 items refer to last page of the contract for the list of items she told us she had. I have attached the actual inventory that we picked up and there are 49 items on there which is more than double what we were suppose to pick up. We don't want to just charge a customer more money but, it clearly says on her contract that if she ships more items she has to pay for them. As far as the dates for pick up and the times we do apologize but we try our best to accommodate but with this customer we were not able to. As far as the 7% fee for the credit card it is on the authorization she signed that it would include a 7% fee. She was given several other ways she could pay to avoid that fee. I would like to again apologize for any misunderstandings but we did do everything the contract said we would do.
So far....totally disappointed. Whatever they tell you on the phone: don't believe it. They told me it would be a very quick move because "we have lots of trucks going between here and Florida". Now that they have my money and my stuff, their response is "well we are very busy right now." It's been 9 days since they picked up my belongings. They haven't even loaded it on a truck to start shipping yet and have no idea of an actual delivery date. They don't return calls or emails, and when they do answer the phone...no real answers given. I would go elsewhere if I were you.
I really do apologize for any misunderstandings and I talk to dispatch this morning about Mr. N shipment. It was picked up on 5/30/20 and per our contract we will deliver within 10 business days. Please see below this is in his contract. I have reviewed the notes in Mr N's file and we have been in contact with him. Again I do apologize but, I don't feel we have done anything wrong and we are working very hard to get Mr. N's belongings to him as quickly as possible
DELIVERY:
Delivery window begins on the first possible date for you to receive your goods (FDA) unless otherwise requested by the customer or stated in the contract. We will do our best to work with you and your schedule. Communication is a key element in a smooth delivery.
â?¢ Average Delivery Time:
0 - 500 miles -- 0-6 business days from FDA.
501 - 1000 miles -- 1-10 business days from FDA.
1001-1500 miles -- 2-14 business days from FDA.
1501-3500 miles -- 3-21 business days from FDA.
Hired for: Full Service local move, Dates of service: Pick Up- 5/14/2020 between 9AM and 12noon, Delivery Date- 5/15/2020 1:00PM. Destroyed belongings
Contracted with Overland Van Lines on 4/16/2020 for a full service, local move. I provided a detailed inventory to their representative, Tim Smith, and was quoted $1,646.00. I signed the agreement and paid the required deposit, $330.00 via credit card, with balance due at time of delivery.
Two weeks prior to actual move date, I called Tim once a week to reconfirm terms, dates and time. Each time I was told we were all good, no problems.
Date of move -5/14/2020 Movers were late showing arriving at 12:45PM. They begin loading in a haphazard fashion, not breaking down some of our larger pieces. The only discourse between as and them was manner of payment. Which we informed had already been taken care of with the billing office.
While the crew of three men were in process of loading our belongings, I receive a text from Lynn Bagley in scheduling department. She stated that drop off for 5/15/2020 had been changed to early morning. I immediately called to advise that early morning would not be possible. We had scheduled for 1:00PM with very specific reasons in mind. I was then informed that they had scheduled a "large move" and would not be able to honor the terms of our agreement. Being left with no other choice I agreed to a change my drop off date from 5/15/2020 to 5/16/2020. With the understanding that nothing would come off the truck until such time as they dropped off to us 5/16/2020 between 8 and 10AM.
At 5:20PM on 5/14/2020 the crew of three men, who had been loading our furnishings, abruptly announced that they couldn't fit anything else on the truck and they were leaving. Their exact words were "take it yourself". I called Tim Smith, he told me he would check into it and call me back. He did not. I texted Lynn Bagley and was told there was nothing she could do after hours. They would be in touch first thing the following morning. We were left to offload the remaining contents by giving things away as we had no means to transport and move over no place to transport to.
The call on Friday didn't go well. I spoke with Marie who represented herself as the Office Manager.
She claimed to have spoken with the General Manger and they had concluded that I had misrepresented the contents to be moved. They further claimed that there we only a few items left behind, and we could have moved them ourselves. Not satisfied with their position I told Marie I would like to speak with the General Manager. I was told he did not want to speak with me. I asked his name; I was told Raymond. I asked his last name and was told she couldn't give me his last. Not please at all with the way things were going I was hopeful that delivery on May16th would be a better experience. As such I asked
Marie if I could pay the balance due. She gladly ran the charge on my credit card. I was hoping my experience would get better.
Delivery Date- 5/16/2020. Promised Delivery time between 8:00-10:00AM. Arrival time 11:20AM.
New Crew, DIFFERENT TRUCK. Clearly our furnishings had been moved from one truck to another.
As they began offloading, we were struck to the core with share and unadulterated horror. Our possession had been destroyed. They were filthy and grimy and appeared to have been dragged through dirt and mud. I started sending photos to Lynn at Overland. Again, nothing to do it was a weekend, wait until Monday morning.
Monday- 5/18/2020 - Waited for contact from Overland...nothing. No contact until such time as I forwarded a three-page letter of complaint. Upon receipt, Marie the office manager sent an email directing me to Isabella in claims. No one in the office could speak with me as I intended to file a claim.Sensing that Overland had no intent of acting amicably. I reached out to my credit card company, requesting a chargehold and an investigation. Currently at a standstill as Overland will not permit me to file a claim because of the chargehold. Photos of damages available.
Reinbursement for the cost of a sectional couch that was literally destroyed. Reinbursement for the cost of an unusable motorized box spring that was purchased, at great expense, to help alleviate back pain. A breakfast bar stool, one of four, with a hole in the leather and a smashed lamp. This in addition to the loss of five lamps, a printer/scanner, a large suitcase and numerous other items that had to be given away as the movers left them behind. Multiple scratches to the flooring in new home and numerous gouges to the walls. I hereby request remuneration in the amount of $ $4,748.00
Again I am sorry but, I don't feel this back and forth will get us no where. I will say it again we did not steal anything and if she feels they did then she should of called the Police and we would of been more than happy to cooperate with them. She has valuation insurance I have attached a copy of that signed document. Also I have attached a copy of delivery acknowledgement signed saying everything was received and was the same as it was when picked up. You will also see attached a copy of the bill of lading also signed and inventories. There is nothing stating the damages at delivery and if there was why would they sign delivery acknowledgement. They don't sign that delivery acknowledgement until after it is all delivered. Also attached is a copy of her contract which also clearly states we can change the dates and times due to unforeseen conditions. We did find her picture that she is talking about and have shipped it out by UPS. We clearly are not trying to lie or keep anything of hers. The picture was left behind by mistake and we looked for everything she says was missing and the picture is the only thing we found. Also the other stuff was packed in boxes and we would have no idea what is in them. We feel that she is not going to be happy with anything we say or do. We feel due to the overwhelming proof that we did everything we were suppose to and she she signed for the .60 per pound per article valuation insurance she is not due $4,748.00. Once she turns it over to our claims department they will advise what she is due. She can now file a claim because we disputed her charge back and won once we presented all the proof I mentioned above. Please close this as a resolved complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I never suggested that anything had been stolen.
I have no idea what picture you are referring to. Perhaps you have me confused with another claimant.
My complaint is for damages. The damaged items were photographed as they were being offloaded. Said photos were forwarded to Lynn B of Overland Van Lines, via text message as they were taken.
An email was sent to Tim S, Marie S and Lynn B the afternoon of May 16th, outlining the extent of the damages caused by the negligent manner in which your crew handled the move.
Regarding your claim that we were provided with a Bill of Landing and Inventory list at delivery; that is a false statement.
We asked for the Bill of Landing, and were told that because the move had been prepaid, there was nothing to leave.
The signature you reference to was provided at time of delivery, prior to anything being offloaded.
I can provide emails requesting the Bill of Landing and responses wherein I'm being told that I cannot have it due to the backcharge issued on my Visa.
Not until such time as I explained, the backcharge was initiated in order that an investigation be launched on my behalf did I receive it. The exact date of receipt was Friday May 22nd.
There was no inventory list attached. I questioned why and was told by Lynn B that on local moves no such list is provided.
You reference the terms of your contract wherein it states the following regarding rescheduling or cancellation; Overland Van Lines reserves the right to refuse service to anyone and to reschedule or cancel any job due to unforeseen circumstances. It goes on to read that in the unlikely event, the pick-up dates cannot be facilitated by Overland Van Lines you will be eligible for a full refund.
I began calling your office two weeks prior to our actual contracted move date to reconfirm dates and times. Never during those calls was there an indication of a problem. Not until such time as the crew was at the house loading, was I notified of a time change for the delivery.
I immediately called Lynn B to say that early delivery on 5/15/2020 was not going to work. There was a very specific reason why I asked for a 1:00PM delivery on 5/15/2020.
Then and only then, was there any indication that we had a problem. Lynn's informed me that Overland had scheduled a "big move" and were not just not going able to honor or agreed to delivery date.
Left with no option, we agreed to a delivery of a day later 5/16/2020 between
8-10: 00AM. The understanding was that the truck would be held fully loaded for one additional night.
On 5/16/2020 at 11:20AM a different truck arrived, carrying our furnishings. Clearly our furniture had been offloaded contrary to what we had been told.
Regarding your claim that I am never going to be happy with anything you say, that is supposition on your part and an accusatory statement. You have made no attempt to resolve this problem in a fair and equitable fashion. It is my opinion that you would like nothing more than to make what is already a bad situation worse in the hopes that I will go away quietly and absorb the cost of the damages incurred by your company's negligence.
I do apologize again and am not trying to go back and forth. Our company takes pride in our customer service and we are willing to try to make things right with Ms.. But, she has again filed another charge-back and at this point we have not even been paid for the move. Once all the credit card issues are straightened out we will submit her information to our claims department and make sure she is reimbursed for her damages. As far as the line that comes after the we have the right to cancel or re-schedule a move it refers to us not being able to do the move at all. It even states if the pick up dates can't be facilitated. We did pick up her shipment and we delivered it so that would not apply. We would like to get this resolved and we will resolve it as soon as the job is paid for.
This company from start to finish is a scam. They stole so many of my things especially electronics.
I hired Overland van lines for a move on 4/30/20. Tim S (301) *** was the sales rep who guaranteed the cost of $850 for my move. The pick up was in West Chester PA, drop off Brigantine NJ. This was during the COVID 19 crisis. I was told they would wear mask and gloves, they did not wear either. After moving my boxes and furniture they insisted on using their own tape. I thought that was weird. When I was getting my family ready to leave the movers claimed they couldn't get the truck door to close... After awhile of messing with it, they got it. Then in route to NJ I got a call the truck broke down... Then I did not hear a thing for two days! On the third day our items got delivered. However, many many things were stolen. I now realize they use "their" tape so they can open and reseal the boxes. I also worry because I have no idea where and who came into contact with my families belongings. Overland charged my Credit card $400 more then I agreed to. They stole, and lied. The head mover/driver "Karl" cell number is (443) ***. I believe he is behind most of the theft. Lynn B the CS agent turns the other cheek. I think they all work together. Her number is (301) ***. I have many emails I can provide if needed from the company.
I believe the business should pay for all the items they stole.
First off we are not thieves. If something is missing or got lost in the move they have valuation insurance that would cover any items lost or damaged. The customer was only charged for what we did and not a thing more. As far as delivery our truck did breakdown and we have no control over that. Our contract says if we are late or miss a pick up or delivery due to unforeseen circumstances we would not be held liable. We do apologize for her having these issues but, with everything going on in our country some things are being briefly held up and we tried to take care of her in the same day again we are sorry.
(The consumer indicated he/she DID NOT accept the response from the business.)
When the driver and team showed up, 4-5 hours late they had no idea it was a same day delivery. Then the truck allegedly "broke" down. NO ONE CONTACTED ME except to say the truck broke down, and I would hear back within the hour. After, I heard nothing for two days. My family and I had no blankets, pillows, food. I called, emailed and texted non stop for two days. There was 0 communication from a company who allegedly prides themself in communications. I am not alone when it comes to stolen items. Review yelp! I also find it ironic the only things "missing" are all of my electronics, a large painting, and a grill... Please do not deflect your delinquent company with our countries crisis. It doesn't give you the right to raid, store, and steal peoples personal items. Some items Jeremy late husbands and are irreplaceable. If you are that concerned with the corona virus, please enforce your staff wears mask and gloves like you stated they would. No mask, no gloves. In both of my homes. We are lucky we didn't get sick. This company scams and steals. I stand by that and can prove it.