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Roadway Van Lines Inc

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Reviews Roadway Van Lines Inc

Roadway Van Lines Inc Reviews (46)

Review: On 12-3-2014, Raodway (sprint) packed my household goods for deliver to Tennessee. First they immediately double the cost estimate upon packing and I either had to pay the additional amount or have the goods unpacked. Then when they delivered the goods to Tennessee, it was evident that they deliberately added to volume for which they charged by jsut putting unnecessary paper in some boses. Other boxes requiring goods be wrapped where jsut thrown in the box . They also unloaded funiture/mattress in the yard while it was raining, resulting in wet mattresses. We were missing high value items such as a Persian Rug and Teak checst with Jewelry which they made no effort to find. They also delived three items that belonged to someone else which we returned to the van lines. I have mvoed 25 times and without a doubt this was the worse mvoing experience I have had and more stuff broken. I filed a claim and as an example they denied several items on the claim. As an example, they broke an end table in 3 pieces whioch was clearly delinated by photo and they said the photos did not substantiate the claim.Desired Settlement: I request they replace the Persian rug worth oveer $4,000 and the chest worth over $1000. There were other stuff missing but I really do not care about that.

Business

Response:

To whom it may concern,We offer every customer an option to purchase additional insurance, this customer accepted the basic insurance of $0.60 per pound per article. (see attachment where customer signed where he understood the insurance replacement value). When a customer has damage we refer them to our claims department which is called [redacted] and they have great customer service. The customer is receiving the insurance based off the contract, this is a law. Also attached is a release form showing we paid the customer from ROADWAY VAN LINES $250.00 and we are still allowing him to process his claim through [redacted]. Also attached is the inventory list and the customer's signature that he had received all his items.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: It says nothing about the lsot items; the unprocessional, packing, the fact that some boxes were msotly filled with paper to increase the cubic foot cost and the fact they left items in the rain during the unpacking--including mattresseses which had to be dried. Or the fact they delivered 3 items to us that did not belong to us which we returned. Nor does it address any effort on their part to even locate our missing items valused at over $7000, Or the fact that the initial price was doubled after they had the goods mostly loaded. I have moved more than 25 times, including four overseas moves and this is the worst move experience I have eer had.

Regards,

Business

Response:

To whom it may concern,Regarding the items the customer stated that he is missing, I have attached the inventory sheet that the customer signed and his signature represents receiving those items and all inventory sheets were signed. My question is why did the customer sign that he received these items then months later informs us now they are missing....?? I would not personally sign something without knowing if I really received it . The customer mentioned his boxes were filled half way with white paper and he also stated this was to take up more space. This is not true. Why would we pack a box half full when we know the customer is unpacking and would see that. We use white paper to protect all glass items that we had packed in a box. I guarantee the boxes with white paper all had glass inside. If there was no glass inside there was no white paper.Regarding damages, and I did mention this in my last reply, we have a great customer service department which will make him an offer based off the contract with basic insurance of $0.60 per pound per article. I also attached the Bill of Lading where the customer signed and decided NOT to purchase full replacement value. The customer agreed and signed to the basic insurance. The customer stated he has moved over 25 times so we are curious to know why he didn't use the same company he moved with before? Each time he hires another moving? The customer stated we did no attempt to locate his belonging which is not true at all. Even though he signed that he received the items he states are missing we STILL attempted to locate them. We tried everything and considering we havre never lost or mixed anything up before and the customer signed he received...I am not sutre wht else he wants us to do. We do everything by the LAW and CONTRACT. No he say she say.

Review: We paid for a 600 mile move by an insured mover on the DC area, roadway van line.s. When we received our packed items they were packed with minimal care and as if an inexperienced crew had done so. Our chandelier that was over 9,000 was carelessly placed in a box with no bubble wrap and is ruined. I had 2 works of art arrive in shred because of poor packing and no uses of proper wrapping or bubble wrap. We were changes 16,500 and felt violated since many times were packed horrificly such as a bathroom plunger with kitchen items and a fine oil painting w no wrapping w a bathroom scale.

I had a one of kind large piece of art barely covered with cardboard and a vintage horn mirror we horns broken off again due laziness also our vintage Lois 1

IV sofa had it's leg broken off 9,000Desired Settlement: I want the tip of 800 returned to us and would like to be charges what a 7 year old would charge for packing

We would like half of our paid investment of a move returned since many of these items are high values and are unique art pieces.

Business

Response:

To whom it may concern,Roadway Van Lines provided a sales person to go to the customer house to provide a guaranteed flat price for her move. After negotiating we agreed to $16,500 for the move. We send TWO trucks and 8 men and also the supervisor of thew company to this job. The supervisor made sure everything was packed and wrapped correctly. The men did an excellent job for the customer as well as excellent packing. The customer was even so happy she put a good review on [redacted](she changed it to bad after) and tipped the men $800. The customer complained about some damages. The customer decided not to purchase additional insurance. We provide her insurance for $.60 per pound per article. We send the customer the claims link to file her claim, the claims department would have taken care of the customer from A-Z but no response from the customer. For some reason the customer wants money back from the move which we do not understand.

Business

Response:

To whom it may concern,

The customer did not sign for the additional insurance option so she has the basic insurance of $0.60 per pound. The customer did recently fill out the link to the claim and started the claim process. We do not know what the customer is saying about the $3,000, the fact is the customer received a flat price for 16,500 and included everything. After a sales person went to the house and did an in home estimate. Roadway Van Lines never changed the price on the customer and have been honest on time straight delivery on time, everything went smooth and the customer may have some damages which is why we refer her to our claim's department. Out of good faith we offer $250.00, this is in addition to what the claims department offers the customer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The owner of the company and I spoke after before the July 4th holiday. He had asked for my bank account so he could"wire" the 3,000 dollars in damages back to me. I was not comfortable with that and he promised he would mail the check and we would have right after the holidays as long as I would take down my negative post about their below average Moving service. He is lying that he doesn't know what I'm talking about. 250.00 is insulting. They damaged so many things that were unique and one of a kind. I would like any consumer to see what a an unethical business Israel and his crew is running. I donated my king size bed and bed frame so he could give to Jewish charities as wll as toys for his own family and he can not do the right thing. 250 is insulting and results in nothing. He should be reported to all commerce communities for disregarding a costumer providing horrific service, hiring under qualified movers and not having enough packing materials to do the job right. I should not have to pay for a job poorly done after I also tipped and also donated to his "charity" and personally to his family I would hope he would so the right thing and pay the 3,000 that he has spoken to me on and I have emails I have saved asking where is the check? It's his conscious and hiwpfullybso Revdex.com will allow others to see he is unethical and not a professional mover.

Regards,

Review: When booking the move, we had a different company originally come out and estimate our weightI was shopping around and this company said they wanted our business, but couldn`t come out to do an additional estimateHowever they said they would use the other company`s estimateThey also said they could accurately translate the weight estimate we'd received into cubic feetThat was obviously not trueI would understand a bit of difference between the estimate and the final costBut our estimate, which was $6,433, was about percent off - final cost was $11,That is unacceptable and I was just "lucky" that I had that much available credit
In addition, the way things were packed did not care for volume, so it was easy to make less weight take more spaceIn the end this is a reprehensible way of doing businessNot to mention they didn`t deliver all of our stuff on time (some of it never made it at all)For $12,one would expect everything to come on time and just about perfectBut this was not our experienceAt their first attempt to deliver our things, many key and rather large items were missingThings like the slats to my children`s bunk beds, our office desk, A large foot mirror, etcFirst, for $12,how do you lose large and important items like this? Second, this delayed our ability to really move inAs you know, moving is already stressfulAdd to that a doubled price and lost and broken materials and it will drive you insaneIn the end we are still missing a significant portion of the desk that has rendered it "lost" and useless to us along with other items we've added to our claimWe are missing large items like a 24` ladder that was never foundHow can such things be allowed? We went through their claim process and they are offering us $What a joke - between lost items (even at their crappy insurance rate it should be more than that), overcharging, and not delivering, we were expecting something more reasonable
Of course during a move things will get brokenAnd while much of the kitchen and glass was seemingly well cared forOther things that should have been weren`tThere were unwrapped and unprotected crystal lamps packed with a lead pipe wrench for exampleThere was simply little care in areas that were not "valued" by their crewThey advertised being professional and backed by the Revdex.com as A+, if this is A+ then I have to complain about the Revdex.comI figure they work to settle every complaint - we'll see
Finally, as we were trying to work with the sales, delivery, and warehouse folks on getting our lost material properly delivered, they were quick to make excuses and be dismissive of our needsThings like "it is the busy season", "we`re doing the best we can"I don't consider our move complete until we received the majority of what was missing on 7/22/This is days past your guaranteed windowFor $12,their "busy season" is not my problem and during the sales pitch they didn't say, "well we really can't perform to our standards during the busy season"Once it was discovered that they had made such grievous errors, we should have become more of a priority if they were to live up to their self claimed reputation and Revdex.com ratingSo I'm putting in a Revdex.com complaint.Desired Settlement: This is what we offered before and what I'm still offereing:
Their proposed "settlement" is a jokeFor a business that sells their service by Revdex.com ratings and claims to have outstanding service that is above the average moving company, I'm surprisedBased on their own claims and boasting about their service, I would have expected them to be as appalled about the service we were rendered as I wasI would think they would be falling over themselves to rectify what I thought was a rather reasonable claim and to avoid any further actions on my part
In order to "rectify" the situation that their "service" created, I propose a few things
FIrst, let's split this into separate claims
1) Loss/Damage
2) Overcharge
3) Delay
4) Complaint
Second, here are my proposals for each claim
1) Loss/Damage
You completely lost large parts of my desk that made it impossible to use/put back togetherI don't have a picture because I can't take pictures of items that you lostIf you properly compensate me for the desk, plus the other proposed damages in their current settlement, I'm willing to settle on Loss/Damage
2) Overcharge
Claiming that you undercharged me in the face of such a terrible original quote is really unacceptableYou can hide behind regulations to allow you to lie and steal this way if you likeA good business practice would be to cap your mistake up front to something more reasonable that over 2x what was quotedThis gives incentive for you to get the quote right rather than to under quote to get business and screw people laterIn my original claim, I was NOT asking for the full difference, only an amount that made it more reasonableBut I will not be able to settle this claim and reserve any further action for a $effort on your partI think $3,of the $5,overcharge is reasonable
3) Delay
Again - I'm appalled that you are not more embarrassed about your performance in this areaYou did nothing but make excuses about how busy you were - which was quite different from your sales pitch that proclaimed how great you were at handling such circumstancesThough you delivered much of our stuff within the days, you were unable to locate and deliver the remainder of our stuff within that time frameWhere I live, if you didn't complete the job, you can't claim it was doneJust to re-iterate, I'm surprised you don't agree with thatI will not be able to settle this claim and reserve any further action for a $effort on your partI think for the continued grief you have and do cause in this area, both a public apology and a financial award of $would show good faith that you actually messed this up
4)Complaint
Your apology was less than sincere about how you felt you behavedWhen trying to work with your company to find our lost items (family heirlooms, Bed slats, desk parts, etc.) and have them delivered in a reasonable time frame - Tasha, your best employee in this case, was always courteousBut she sold a service you couldn't deliverShe would freeze up and transfer us to "the guy in the warehouse" who was intolerant, full of excuses, and plain rudeAs an unsatisfied customer, you were willing to put us at the bottom of the queue and dismiss your commitment to usAgain both a public apology and a financial award of $would show good faith that you actually messed this up
Please let me know how you would like to continueI expect responses to my proposals above as separate claimsOr to be able to post my complaint and affect your Revdex.com rating to protect others from your claims
Business
Response:
To whom it may concern,Roadway Van Lines provides service to the customer by cubic foot not weightThe customer called to get an estimate from us over the phone, we could not provide an in home estimate considering the distance was hours from our locationWe also explained specifically to the customer we do not charge by weight only by space/cubic feetThe customer requested an estimate based off cubic feet which is based off another moving companies in home estimate, not with my companyThe estimate Tasha provided to the customer was based off the customer request of cubic feetWhen we arrived on the day of the move the customer had a lot more from the estimate he received from us over the phoneIn this case we never pick up the job and then give the customer the bill afterWe explained to the customer about the additional items he wanted to load the price for that before we loaded and opened the revised estimate to sign and agree tot he total priceAfter we receive a signature for approving the additional cost for the move and all the paper work was signed we do the customer's jobThe customer agreed to this price before we began to work.Regarding the damages the customer has two options to choose between with free insurance which covers the customer up to $per pound per article or based off the customer's value of the items could have purchased additional insurance from an insurance company who we work with, full replacement value insurance would be additional to the estimateThe customer chose and signed on the $per pound per article option and when he had a claim we referred him to our claims department which is called CSI and they offered him the claim value for $The customer decided not to except that and chose to complain about the price year later, we have never heard about this.Thanks,Roadway Van Lines
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
The response given by roadway van lines ignores our complaint and seems to trivialize the significant issues that did not align with their claim to be a stand up companyOthers should beware!!
Regards,
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
This attitude that fails to even acknowledge any wrong doing when the service was terrible and way different from what was promised really proves the issueI signed things because I had to and they know thatAs anyone knows, by the time you get to moving day its too late to changeIn addition the price did not double until after every box was packed and on the trucksI expected the price to fluctuate but not by 100%Finally with all of their attitude about me complaining about things we supposedly agreed to, part of my complaint is that they lost items and did not make final delivery in timeNotice they didn't respond to that as confidentlyIf the Revdex.com is willing to ignore my complaints that would be disappointingI read through other complaints currently posted on the site and they sound remarkably similar to mineI don't believe this company is 100% honest in dealing with folks and they shouldn't be able to claim a high Revdex.com ratingAt this point I would be satisfied for my complaints to stand on the website as a warning to others and let them decide for themselves - let folks see the dialogue and arrogance in their response and see if they are inspired to continue with their business.Sincerely,

Review: Dear

I'm writing to you regarding a problem with [redacted], MD-based ROADWAY VAN LINES, a moving company that is listed on the Revdex.com website. My complaint concerns Roadway Job No: [redacted] covering a period between May 8, 2013 and June 3, 2013.

In a nutshell, the description of my experience with Roadway Van Lines can best be described as a bait and switch encounter.

In May, I was given a final moving estimate of $2,323.53 for my relocation from Washington, DC, to Los Angeles, based on an inventory list I provided over the phone (the agent had discouraged an on-site assessment).

I was told there would be extra fees for wrapping materials such as tape, as well as for any additional boxes. The packing process did require tape (for the movers to wrap my items in the company's requisite moving blankets) and approximately three small boxes at an approximate size of 12x"12"x18". However, the problem does not concern the fees charged for the aforementioned products; the problem concerns the final cost of the move, which jumped from $2,323.53 to $3,924.39. The price discrepancy indicates that the belongings that were placed on the truck totaled 70 percent more than the items on the inventory on which the estimate was based. This is absolutely untrue.

Again, Roadway's suggestion that my items accounted for 70 percent more than those detailed in the estimate couldn't be further from the truth. My apartment was less than 400 square feet and did not have the capacity to hold 70 percent more than the items I described (see inventory list below).

After the pickup in May and before the truck's arrival in Los Angeles in June, I contacted the Roadway agent with my concerns. She ultimately informed me that, "Since we cannot discount from the actual cubic footage we have decided to discount from the packing materials used from my company. We will offer you $115.00 off from you're balance." I accepted the discount off the packing materials, but that discount in no way addressed the bigger matter of the company having unjustifiable charging me 70 percent more than the original estimate.

I later contacted the owner of Roadway about the matter. The owner, or the individual I was led to believe is the owner, offered a $150 refund, which I found wholly unacceptable, so I declined it. The owner wrongly indicated that once the head foreman had arrived on site for the move and assessed my belongings, he had informed me of the final price. This is patently untrue. He told me he would not know the final price until after my belongings had been loaded on the truck. As a matter of fact, once the items were loaded, he took me outside to look at the truck, informing me that the final price would be based on the amount of space my items required in the truck.

Additionally, I had agreed to Roadway's customary rule of the client paying half of the final moving cost upon completion of the packing, and the remaining half upon delivery. As proof of the fact that I wasn't informed of the final price upon the assessment of my items (before the packing began, as the owner incorrectly claimed) the foreman had to call the agent to inform her that I was a few dollars short of the requisite 50% of the final payment (due to the unexpected and fraudulent 70 percent increase over the original estimate). Based on the estimate, half of the total moving cost would have been approximately $1,161.77. On my credit card, I had made allowances for potential overages (extra boxes and packing materials) beyond the estimate, but not $2,024.39 in invalidly determined overages. There was no rational reason why I should have expected that I would have to pay half of what Roadway ultimately determined (once my items were on the truck) would be a final moving cost of $3,924.39 (half amounting to $1,962.20). The overages, I must reiterate, were minimal. My overages (additional light items packaged in an additional three boxes) amounted to no more than 5 percent more--at the very, very most--of the items listed on the inventory on which the estimate was based.

At any rate, I didn't have exactly half of the shockingly inflated final price of $3,924.39 when the packing was completed; I had only $1,900. Alas, the mover called the agent to get approval for me to make an initial payment of $1,900 (slightly less than half of Roadway's deceitfully calculated final total fee) and pay the remaining balance of $2,024.39 upon delivery. That phone call is evidence that I was not informed of the final price before the movers began packing as the owner suggests in her response to my complaint (see below). I would not have allowed the foreman to put any of my items on the truck had I been informed that the final price would be $3,924.39. As inconvenient as it would have been to arrange another moving company on short notice, and despite the fact that Roadway would have charged me a cancellation fee of $200, I still would not have allowed the movers to load my items on their moving truck had I been informed that the final price would be 70 percent more than the estimate.

Taking into consideration Roadway's aforementioned discount of $115 (for the supplies, not the proposed refund of $150), it was agreed that I would pay the delivery team the final remaining balance of $2,024.39 for what was ultimately a total moving cost of $3,809.39, which, including the $115 discount, still amounts to roughly 70 percent more than the estimate.

To reiterate, at the outside, my overages amounted to no more than 5 percent of the items listed on the inventory on which the estimate was based. It seems only fair that I pay no more than 5 percent over the estimate, which would have resulted in a final total moving fee of approximately $2,600. Again, Roadway erroneously charged me 70 percent more than the estimate, despite the fact that my overages accounted for less than 5 percent more than the estimate.

I'd like an appropriate refund. I'm willing to be flexible in the determination of an appropriate refund, however Roadway's offer of a $150 refund is insulting and unacceptable; it hardly compensates for the company's outrageous overcharging in what amounts to a bait-and-switch transaction.

The only positive aspect about the move with Roadway was the team that delivered my belongings in Los Angeles. They were very professional and extremely polite; no deceitful behavior involved whatsoever.

Finally, please note that one of the reasons I decided to give Roadway my business was their pricing, which was notably lower than estimates from other moving companies. Another reason I chose Roadway was the agent's touting of the company's presence on the Revdex.com website. When I first inquired about an estimate, the agent asserted in an email: "Roadway Van Lines has an A rating on the Revdex.com!" I feel duped.

Hopefully, you can help me with this problem. I look forward to your response.Desired Settlement: I would like a refund amounting to the appropriate monetary compensation for Roadway Van Lines' unjustifiable overcharging.

Business

Response:

To whom it may concern,

We did a move for [redacted] on May 16th, 2013. We picked up items from [redacted], MD and delivered them to OR. Prior to her making a reservation with Roadway Van Lines, her sales rep [redacted], asked [redacted] for a list of items and that is what the quote was based off. [redacted] was explained that should we arrive and load more items than listed the estiumate then becomes non-binding and she would be responsible to pay for the actual space. In her complaint she did mention she had items to load that were not listed. Roadway Van Lines charge [redacted] for what space she had and nothing more. We are a very fair company and we also informed [redacted] prior to loading any of her items with a revised cost for the move. Attached is a letter she had a lawyer write to Roadway Van Lines which we responded to via mail on 9/12/2013. As you can see her complaint there was the delivery, not once did she mentioned she was over charged. This is the first time hearing about this.

Regarding her delivery complaint:

When we schedule a long distance move we do indicate that typically the 21 business day window is not fully used and standard deliveries are made in 7-9 days. Please note [redacted] was not promised delivery in 7 business days. Based off the Department of Transportation they say you have 30 business days and later than 30 business days we pay to the customer $50 each business day we are late. We changed that to 21 business days on our contracts and we offered [redacted] $50 for each business day that we were late and she refused the money. We were three business days late our offer remains $150.00 based of the DOT. She is asking for an unreasonable amount of money. We do understand we caused an inconvenience and we tried to make up for that with a money offer the customer refused. We request this complaint to be closed as satisfactory even if the customer denies our $150 offer cause by the DOT that is all we owe her.

Regarding items not delivered or damage I refer all my customer's to our claim''s department for reimbursement and this is company policy. I have emailed her the claim link she just needs to register. We can not pay her $150, should she except, until all claims are processed.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

See Attachment

Regards,

Roadway Van Lines P.O. Box 2007 Rockville, MD 20847

Re: Your Customer:

Your Job No: Our File No:

To Whom It May Concern:

I am contacting you on behalf of your customer [redacted]. [redacted] with regard to her recent experience with your company during her move from Maryland to Oregon beginning on May 16,2013.

It was initially represented to **. [redacted] by your company that the move would take seven calendar days. Ultimately, it took 24. Though your written estimate contradicts the initial representation by stating that a move may take up to 21 business days, **. [redacted] reasonably relied on the representation that she would receive her possessions within seven days of May 16, 2013. This is a likely breach of your obligation to deliver goods with reasonable dispatch under the terms of your tariff.

Additionally, several items of value were never delivered* including a year’s supply of contact lenses and assorted personal property with an estimated total value of $500.00.

In settlement of these matters, **. [redacted] respectfully proposes that you provide her with a 25% rebate on the cost of her move, equal to $1,314.00. Kindly provide your written response to this request within thirty (30) days.

This correspondence constitutes settlement negotiations pursuant to OEC 408 and FRE 408 and does not constitute an admission or waiver of any claim or defenses available to **.

[redacted].

Business

Response:

To whom it may concern,

Roadway Van Lines would like to begin with an apology for the delayed response. Since the job was done on 5/08/2013 and it is now October we needed to investigate to know what exactly happened on the move date.

The customer received an estimate from Roadway Van Lines based on the list of items provided by the customer which calculated to 528 cubic feet, this estimate was provided via phone. On 5/08/2013 when the crew arrived at the customer's house the foreman had explained to the customer the size of the items she had were larger than average about 873 cf and would take more cubic footage space in the truck. The revised price was presented to the customer prior to loading any items and she had excepted the price and she excepted the packing material price cost as well. She authorized the crew to do the job. After we finished loading the customer called the office and asked for a discount since the estimate was 2323.00 and the actual cost is 3924.00. We spoke with the manager and gave her an offer of $150 discount from the packing material cost. She excepted the discount. Since the job is the same size like the foreman said, after double checking at the warehouse, we could not provide any more discounts.

Should you have questions please feel free to contact the office.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

See Attachment

Regards,

October 1, 2013

Dear

It is not possible for me to accept Roadway Van Lines Inc.'s response to my complaint (#[redacted]) since the company's response is in reference to a complaint made by someone by the name of [redacted].

I am [redacted], not [redacted]. Apparently, **. [redacted] is another individual who has been cheated by Roadway.

I look forward to Roadway's response to my complaint, #[redacted].

Thank you for your help.

Sincerely,

Business

Response:

Dear Revdex.com,

In response to complaint ID #[redacted] .

This is what is stated on the contract:

This is a binding estimate

based on the inventory list above provided by you, the customer, and the price

is guaranteed for this inventory list. In case an itemized inventory list was

not provided, this estimate is non-binding. The

estimate is based on an approximate volume of your belongings and it is subject

to change according to actual cubic feet of your belongings. Becasue the customer added more items the estimate had become NON-BINDING and we charge by the actual space the items took up in our truck. This is the reason the foreman had taken the customer to the truck to show her the actual size.

This statement means that the moving company will charge you for the actual cubic footage you have. You also electronically signed on the contract that states that as well as the papaer copy contract on your move date after the foreman's explanation.

The items loaded were larger than average and because she added more items and made a non-binding estimate her cubic footage had exceeded.

Also should the customer had wanted to negotiate with Roadway Van Lines then she should have called us on the actual move date and expressed her concerns so we could have taken action into helping her with any discounts. We did not charge the customer for space she did not have and we showed her that and she agreed this occurred therefore she paid for a service that was rendered and we request this complaint to be marked as resolved. We did the job strictly based off the Federal contract.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

See Attachment

Regards,

Dear

With regard to Roadway Van Lines Inc.'s most recent response to my complaint (#[redacted]), the moving company's reply unwittingly provides even further evidence that Roadway baited me with a comparatively low estimate and then--because my item overages totaled three 3 boxes representing a total of approximately 6 additional cubic feet--charged me 70% more than the original estimate.

When Roadway strongly discouraged an onsite estimate with the intent of overcharging me once the items were loaded on the truck, the company acted in bad faith--and that's putting it mildly. When Roadway discouraged an onsite assessment for the express purpose of grossly underestimating the total cubic footage of my items, the company acted in bad faith. When Roadway charged me 70 percent more than the original estimate based on the addition of 6 cubic feet to the inventory, the company defrauded me.

In conclusion, Roadway's handling of the estimate and billing for my move was deceitful, misleading and unethical, to say the least.

I reject Roadway's response and I am requesting that, based on the aforementioned points and the content of my entire complaint, Revdex.com deem this complaint unresolved. Additionally, I must emphasize that Roadway's touting of "an 'A' rating by the Revdex.com" was part of the bait for luring me into what turned out to be an egregious ruse.

Thank you.

Review: My family and I had a move from DE to [redacted]. After talking to many companies, we decided to go with Roadway Van Lines. [redacted] and [redacted] are sisters at the company. They were pretty nice but we had major issues with our move.

1. They told me that they owned all their trucks... but they did not.

2. They Showed up at my house with a rented truck and it was too small for my items.

3. They suggested that maybe I needed to decide what items I wanted to keep and which I needed to get rid of. I left a couple of thousand dollars of my items because the truck was too small. They actually left an item that was packed or tagged by the company as part of their "inventory list". But never noted it to me or on the delivery.

4. The foreman had the nerve to ask for a tip for his guys after not getting all the stuff. (The guys were nice and we did treat them to lunch during the move).

5. When items were delivered, boxes were torn and in poor shape. Especially the ones marked fragile.

6. They told me all their employees were their own, but they contracted out to a driver to deliver my stuff on a 18 wheeler; and used local guys found on craigslist to unload the truck.

7. Several items were damaged (king bed, washing machine door, desk, some dishes etc).

8. There was no systematic way to count my items that were delivered, they system was antiquated.

9. They actually billed me under the name Sprint Van Lines but I contracted with Roadway Van Lines.Desired Settlement: Settlement of $1500 for false statements, left goods and damages.

Business

Response:

To whom it may concern,

1. Roadway Van Lines does own all our trucks but in the summer time when we have more jobs or when the job is going far away we prefer to rent a truck.

We also rented a truck that was a little bigger to make sure everything on the list would fit.

2. The 26 ft truck that we sent is the biggest truck in the moving industry next to the the 75 foot trailer and they are used for delivery's only.

3. After the customer decides to take more items than what he had on the original list, the foremen did a revised estimate and gave the customer a new price he agreed and sign on the new estimate.

4.Roadway Van Lines provided the customer estimate based on the original list of items, when we showed up he had much more items that he wanted to take that were not on the list, he told us items he wanted to take we made hm a revised estimate and he sign on that.

If the customer wanted to take everything inside the house Roadway Van Lines would have sent him another truck to accommodate his request. It was the customers decision to leave things behind based on the price.

5.He complained the boxes were smashed, we talked to the customer and said if he has any damages to items we have a great claims department and they provide great customer service. The customer needs to call the office to receive the claim link this is company policy.

6. Roadway Van Lines has a DBA name under Sprint Van Lines services, so even if the customer received receipt under Sprint Van Lines Services that means it is Roadway Van Lines.

If the customer has any questions or wants to contact the company, he can anytime.

Review: I recently re-located across the country and hired Roadway Van to move my personal items. Prior to selecting them, I reviewed their profile on Revdex.com and saw that they have an A- rating and carefully reviewed the complaints against them.

My items were packed and picked up on October 1, 2014 and I listed October 2, 2014 as the earliest day that I could receive my items. According to their contract, they were supposed to deliver my items within 14 business days of October 2nd. On October 6th, I received an email saying that my items were being loaded on a truck and I needed to confirm that I would be available to accept delivery. I responded by email to confirm that I would be. On October 17th, I emailed back asking for an update on when my items would be delivered and received no response to my email. So, I called and was told that my items had not in fact been loaded on that day for reasons they didn't know/couldn't tell me and that my items were still in MD. She said she would check on my items and call me back. I never got a response. This started about a 10 day process where every day I would email and ask for an update and receive no response and if I called, I was told "trust us, we're checking right now and will call you right back."

By the terms of our contract, the my items should have been delivered by October 21st at the latest -that day passed without any further information.

Finally, on November 3rd, I received a call from someone in Dispatch who refused to give me his name or contact info who said that the items were being loaded on to a truck now, blaming the delay on a driver who had been hospitalized. He said the items would arrive no more than 8-9 days from that date. I asked that he send this to me in writing. He did not, but the Roadway Sales Rep did send me an email on November 3rd confirming that my items would be delivered in 8-9 days.

Seven days later, I called and emailed back and was told that my items had not been loaded onto a truck and they didn't know where they were. I kept calling and emailing and on November 18th, I was told yet again that my items were on a truck and should be delivered "soon." When I asked for a timeframe, they said they would get back to me, but they haven't.

They had also told me they would reduce the amount I owed them because of the delayed items, but refused to tell me how much the daily or weekly amount of reduction would be --just saying that I would only be charged $500 instead of the full $800 I owed. But, as the weeks go on, I asked if I would get a further reduction and no one responded to my inquiry.

At this point, I am concerned that my items have been misplaced and that Roadway is simply stalling for time as opposed to acknowledging the mistake and unfortunately, I have no way to confirm that they do still have possession of my items.

The added complication is that I am required to travel for work and have been unable to do because I have repeatedly been told that my items are about to be delivered. I am concerned about my ability to perform my required job if Roadway continues to provide misinformation to me.Desired Settlement: I would like a firm commitment of when my items will be delivered, along with a clear policy on what happens if Roadway again breeches the terms of our contract. And, I would actually like to have my items, particularly as it gets colder and because I need my furniture.

Consumer

Response:

From: [redacted] <[redacted]>Date: Mon, Dec 1, 2014 at 2:47 PMSubject: Compliant # [redacted]To: d[redacted]@myRevdex.com.orgHi [redacted],

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Description: Movers

Address: 1005 Lamberton Dr, Wheaton, Maryland, United States, 20902-3067

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