Premier Van Lines International Reviews (7)
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Premier Van Lines International Rating
Description: Movers, Packing & Crating Service, Piano & Organ Moving, Storage Units - Household & Commercial, Moving & Storage Company, Relocation Service, Transportation Consultants, Travel & Moving Services
Address: 2509 S Power Rd Ste 207, Mesa, Arizona, United States, 85209-6697
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Review: They added a $3000 to my invoice because they said they had to hire another mover at the last minute. I hired this company to move my household from New Jersey to Alaska in April for a June 14 pickup. After several request for a rep to come to the house for a physical estimate I went with what had been figured out on paper. The price seemed to high so changed delivery to Ogden, UT. The 4 days before the move date an rep finally came out to give an appraisal. When he learned that the move was not going to Alaska any longer he backed out of the deal. The rep for Premier had not informed him of the change of delivery. Premier called on the Wed to say they had someone to pick up our goods. The company they hired did not meet the requirements that Premier said we could expect and the packing resulted in damaged goods. Instead of our goods being crated the company just piled the boxes etc on pallets and wrapped them in plastic. I feel that I should not have to pay for Premiers failure to inform their local rep of the move change. It was not my fault they had to pay extra for a last minute hire..Desired Settlement: I would like a refund of the $3000 that they added to my total charges.
Consumer
Response:
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. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] initially paid for the move but [redacted] is reimbursing them by payroll deductions so Ms. [redacted] is not looking to pocket any money. All refunds would go directly to [redacted]. Neena sent me a estimate sheet to fill out. I altered the sheet to show how many boxes etc I did have and sent it back. I presumed that her being a professional I could trust her so I did not look at the final estimate closely when it was sent. I packed all my house by myself. How can that company charge that much just to load my things onto a truck? If the rep for Premier had come to the house in a reasonable time frame. (not 3 days before the move) I could have had a better estimate of just how much it would all weigh and could have gave away, sold some things. If Premier had told him about the destination change soon enough then there would have been no need for the last minute hiring of a totally inept moving company. I know that Premier is not going to give us any money back but I just want people to know what to look out for when they are looking to move.
Business
Response:
Hello,"I did not look at the estimate closely before the moving date". What exactly is the customer asking for through the Revdex.com? Can I ask what it is that our company is supposed to resolve? We cannot pay out a claim for any damaged items because there was no delivery, and no delivery documents. If the customer wants to see all of our costs to perform the move from New Jersey to Alaska, we will provide them. Other than that, I don't understand what else we are supposed to do to resolve this.
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory but there is nothing more that can be done about the situation.[redacted]
I am VERY disappointed in this moving company. I will NEVER recommend them to anyone!
Both Neena and Richard were very nice with us while we were communicating with them regarding our move to Hawaii. However, after I faxed back their confirmation sheet with the quote on it, Richard called us and stated we needed to pay $900.00 more for the truck to bring our container to our address. We provided the correct address and zip code for our location from the very beginning. Why they didn't figure that out is beyond me! Richard stated it was the union that would not service our area without receiving additional funds!
We had already made arrangements for the container to be here on March 17th and had asked some friends to help load it with us.
We have had the GREAT inconvenience of finding another moving company on a short notice!
This has been very stressful for both my husband and myself. I really don't appreciate their sly service.
We remember this customer. We hold no ill will against them as they do us. But we do not appreciate them insinuating that we were trying to rip them off at the last second. That simply did not happen, and it speaks more to their frustration than any logic in their complaint. It's fine to blow off steam, it's not fine to accuse a company of trying to rip a customer off. We made zero money, collected zero money. We canceled the shipment as much as they did. Their accusation is a complete misrepresentation of what actually happened, as you will clearly see below.
The customer was in such a small, rural mountain town of 300 people (Forbestown CA), that when they originally signed up for a quote, the computer didn't even recognize the city and defaulted to the nearest 'real' city in the valley about 10 miles West of their town (Oroville CA). We then provided a 20' steel container transportation quote from Oroville CA to Hawaii. It was not from Forbestown. The customer never told us that they lived in Forbestown until the very end. There is an option to self-load a container, or have a full-service move, where a moving crew comes out from a local warehouse. The customer wanted to see if everything they had could fit into the 20' container (generally a two bedroom home's furniture and boxes can fit), so we sent a local representative out. The first thing they told us is that the customer lived in Forbestown, NOT Oroville, and that the local terrain is very mountainous and hard for larger trucks to travel through. He did not recommend a container to be dropped at the customer's residence. The surveyor recommended a smaller truck to 'shuttle' the shipment from the Forbestown residence back to his warehouse and then load into either the 20' container or multiple smaller 7x4x7 foot crates (lift vans).
We then requoted the customer with a full-service move including shuttle charges. That was too expensive for the customer, and they reiterated that they wanted to load their own 20' container to save money. But now there is a problem. The first 20' container quote was from Oroville CA to Hawaii. Now...we have to find a truck that will go up in the mountains of Forbestown. Several trucking firms in the Greater Oakland area declined to truck the container from the port to Forbestown. One trucking company said they would at least try, but because it was so slow and treacherous a drive up and down the mountain, they would have to charge an additional $450 each way = $900. Once we quoted the 20' container from Forbestown (for the first time) to Hawaii, the customer said they didn't want to pay an additional $900 for the trucking. We explained to them that the $900 is not our cost, and that it is very difficult and risky to take a truck up twisty steep mountain roads with large trees very close to the top of the truck and container. If the container scraped a tree, the damage could cost thousands to fix. Due to this serious issue, and the customer refusing to acknowledge the extra cost from Oroville to Forbestown, we decided to cancel the container shipment. It was the right decision. Other customers in the past with different shipments have had very difficult access and decided to take a different route for moving, but some customers simply cannot get around things costing more money if there are extreme circumstances. When it comes to difficult and dangerous access to a residence or storage unit, we cannot turn water into wine. If the trucker decides it's too risky for approaching the residence, they have the right to drive right back down the hill and never deliver the container. We decided to cancel the container shipment before that happened.