Sunrise Van Lines Reviews (%countItem)
Sunrise Van Lines Rating
Address: 14902 N 12th St, Lutz, Florida, United States, 33549-3578
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+1 (813) 444-9730 |
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www.sunrisevanlines.com
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This company convinced me to use their services, saying they could deliver my items within a few days from pick up, and took over a month to deliver.
I had reached out to this company February 17, 2019 because I was moving cross country, and customer service agent "Chris" said he could get my few items on the truck leaving for Chicago the next day. The owner came and picked up my things February 18, but said the soonest they could ship out my items was February 20th. I agreed and signed the contract, and gave him an initial $621 on credit, for ORDER # XXXXXXX. February 23rd came, and I was at my new place with no bed, no clothes, etc. I called and he said that I never specified a date for things to be delivered (even though February 20th was written in the contract, which I have). I told him to deliver it ASAP and he said it would arrive within a week. A week later comes, and my items have still not arrived. I call the guy, and he's extremely rude, now saying that he legally can wait 21 days to deliver my items. I told him that this was not what I agreed to, but he wasn't willing to do anything about it. I told him I wanted my things delivered as soon as possible. My items were not delivered until March 19th, way later than the contract said, and still over the "legal 21 days" (if that's even real). On the day of delivery, they were trying to tell me I owed more money than the additional $400 cash upon delivery, in which I called the owner again asking if there was anyway he could wave these fees for not following our contract, in which I should also mention he specifically told me to call him if the delivery drivers tried to charge me more when he picked up my things in the first place. He instead proceeded to get another man on the line and tell me that I was overreacting and that I had no right to be upset, even though they had responsibilities they did not fulfill. Luckily, the delivery drivers understood so I didn't end up paying anything other than the extra $400 cash. One of my items was damaged, and I have not talked to the company since the day of delivery when both men were being extremely rude. In closing, because this company broke contract, I feel I should get back my money in full, all $1021 in whatever form of payment I originally paid with. This has caused me so much stress it's taken me until today, July 22nd, to finally report it. I do NOT want this company to get away with taking advantage of people, I do not want them to have my money when they didn't hold up their end, and I do not believe they should be in business.
All I want is my money refunded back to me. They broke the $1021 contract, I have the right to seek out the money I paid them for the services they did not uphold on their end, that they signed a legally binding agreement to. This was a nightmare experience and I hope nobody has to deal with this ever again.
Document Attached***
First, we would like to ask both our customer and also to the Revdex.com to forgive us for the delay at posting a response to our customer's concerns. We had some unexpected circumstances arise which demanded our full attention. Thank you everyone for your patience and understanding.
Next, we want to extend the most sincere apologies for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.
Delivery Timeframe: In order to keep the price of shipping household goods to an affordable rate movers consolidate shipments. While we aim to deliver ASAP unfortunately consolidation and tractor trailer routes experience changes all the time due to customers cancelling, or rescheduling, inclement weather, mechanical issues, etc. This is why we have the back up delivery window. Per our Estimate and Bill of Lading governing this move, we have up to 28 business days from the customer's chosen first available date of 02/20/19 to deliver the shipment. The delivery time frame is explained in detail on the back of the Bill of Lading which is the governing contract, and is signed by the customer attesting that they read, understood, and are in agreement with the terms of the contract. Although we work very hard to meet our customer's requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for.
Delivery Crew: We regret the customer felt that she sustained such unacceptable behavior of our foreman and/or crew being "rude". Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints. ***However, we also read the customer's statement that the crew ended up being understanding about the additional fee at delivery and waived any additional amount due, so we hope that the overall ending experience outweighs the beginning negative experience.
Damaged Items: The customer filed a claim and has received compensation based on her level of coverage that she selected the day of the move. We have already sent the check to her and it has been cashed.
We ask our customer to please review the back of her Bill of Lading which will prove to her that we did deliver within our contractual timeframe and therefore, did not breach any contract. If we had delivered past the 28th business day, we would have been required to offer the customer delay compensation per diem for every delayed day (also as detailed on the back of the contractual Bill of Lading). It would not be considered a "breach of contract".
We regret that the customer felt the need to file this Revdex.com complaint. We trust that the above explanations enable our customer to better understand our position on these matters.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your lack of attempt to resolve this issue in the time frame required just further exemplifies your poor business practice and your lack of care for your customers. Be up front with your "28 day rule" instead of putting it on the back and blatantly leaving the "deliver no later than.." area blank. Don't promise people moving dates when you have no intention of abiding by them. For your company to be so shady about it is proven by all the complaints you have received.
Delivery windows are addressed thoroughly within the Original Estimate which is emailed to every customer from the first contact; before they are asked to sign in agreement and before they are to pay a penny for the deposit. The customer signed that they read, understood and agreed to the delivery terms. Also, the customer signed the Long Distance Form (the entire form is dedicated to delivery time frame and explaining everything regarding the delivery in detail). Our delivery window is very transparent. There is nothing shady about it at all. We will submit these documents to refresh the customer's memory and to prove we do, indeed, provide the delivery information and the customer did, indeed, receive this information. They were well aware of the delivery window.
We are submitting this response and requesting copies of the documents to be pulled for us to submit to the Revdex.com.
I had my stuff taken 18 days ago. They are not consistent with dates and customer service doesn't exist. Poor managed company.
I payed them a $100 initial payment. When I was first on the phone they said $800. Then I got another quote the same day for $941. Then it ended up being over $1000. I payed by card on delivery date. My order number is ***. They said they would call me to update me. I have never received a phone call from them about any updates even after being told they would call me back. The manager does not train his staff because he says he doesn't know what his staff told me. It's a free for all.
I don't not expect a full refund. But what I do expect is some form of apology and not be charged all these extra fees they throw on at the last minute. If they were actually hard working I wouldn't mind it but it's like we'll get to it when we get to it.
They refuse to answer the phone. They lied and said that my delivery would be this past weekend.
Spoke to sales rep, Dave. He now refuses my calls.
My delivery!
Delivery of household items from Bradenton, FL to Houston, TX.
We hired Sunrise Van Lines to move our household items from Bradenton, FL to The Woodlands, TX. They picked our things up on June 7th with a "guarantee" that we would receive our things in Texas in 7-10 days. We were driving to Texas and left on the 8th to arrive the afternoon of the 9th so we told them we wouldn't be available to receive our stuff until June 10. We didn't receive the things after 10 days so I called and was told that the 10 days didn't begin until after June 10, which was when we were available to get it. It was already more than 10 days past that date. I was then told our stuff would be there the weekend of June 23-23. We did not receive our things and were then told it would be there the next weekend. No delivery, no messages. I then called dispatch 2-3 times, got a recording, left a message, no call back. I then tried their customer service number 2-3 times, got a recording, left a message, no call back. I then tried the "sales" number. The phone was answered by a person who said he was the owner. He said he would check into it and call me back. He sent a text saying we "needed to get delivery this weekend, but would confirm". That was the weekend of the 29th-30th of June. When I didn't hear back, I asked if we were still getting it that weekend. He said "that's the plan". We didn't get our stuff. I then asked him to just be honest with me and let me know when we would get our stuff. He said he was being honest and then said "I am, it's on the truck and they are in Mississippi. . . ". Then I was told the driver was "in TX doing deliveries and we will call you". No word. I finally said my patience was running out. That is when they hired another company to pick up our stuff which was still in Tampa at the warehouse where they took it on June 7th. It had never left the warehouse, contrary to what the owner texted me (I have his text messages). We finally got out stuff on July 13. The driver said he couldn't bring our stuff in because it was infested with red ants. His guys "got bit loading the stuff up". I was furious. I told the owner that he needed to pay what it cost to take care of the ants and to pay for an additional mover to move our things into the house. My husband and I are both over 65 and cannot move our stuff into the house. He, of course, blamed me. He said "We have a new storage and it can't come from there . . . .". We have never had such bad service in our lives. The owner most definitely didn't tell us the truth about our stuff.
We would like a refund in the amount of $300.00. I had told the owner on July 13 that I wanted $556.00, but we were able to fumigate the garage ourselves. Also, I thought we could get friends to help carry our stuff in, but they are all busy. We are going to have to hire movers (at a minimum charge for 2 hours) to bring our stuff in. I wasn't going to pay the whole amount, but Sunrise requires you to pay with Postal Money Orders or cash only. I was going to withhold some of the money at the deliver, but the driver of the truck told me if we didn't pay the total, we couldn't get our stuff. So, I paid the whole amount.
This company picked up my items on 6/1 and as of today 7/8 I still do not have my items.
They were 6 hours late on 6/1 to pick up my items, I was told I would my items in 7-10 days, when that didn't happen I was told up to 21 business days, I am now past those days, I was told last week my items were on the way and was told they didn't know when they would be here or where they were. I have tried to call Jack who never answers his phone - and I called dispatch who says to call Jack, customer service never answers my calls now. I just want to know where my items are.
I want my items delivered to me ASAP.
I still have not received my furniture. My stuff was picked up from Tampa on 5/20/2019 and is being moved to Milwaukee. I was told that they could have it there within 14 days but that they had 21 business days to deliver according to contract. Today is business day # 23. I had worked with David, the Senior Sales guy, and he said he would be there to answer any questions throughout the move. He has ignored my calls/emails for the last two weeks. Earlier in June (I believe June 7th), I was able to get a hold of David and he told me he wasn't sure where my stuff was and that sometimes the tracking information for the trucks is not always up to date. Turns out my stuff wasn't even shipped until June 14th and was expected to get here on 6/18. I still have not received my stuff and have had little to no communication from the company aside from when I call their customer service line. This company seems to be very misleading.
Sunrise Van Lines employees were careful, courteous and fast. We were doing a local move and were concerned mostly about keeping our furniture in good condition and they did a great job of wrapping everything and handling with care. They came in and formulated a plan and worked together to make the move efficient and safe. Overall, I highly recommend this company for any kind of moving you need to do.
Thank you for the review
Great moving company ! Very professional and low prices. Everything arrived on time and undamaged. I would use them again.
Thank you for the review
This company was supposed to move our household items from one state to another. They picked up our items, but never delivered them. Maybe stolen?
We hired a moving company Alpine Van Line Services, Inc (dba Sunrise Van Lines) to move our household good from Saint Petersburg, FL.
On 4/2/2019, this company picked up our times. At this time we informed them that the earliest we could receive delivery was 4/10 in Santa Fe. On 4/6 we reached out to the movers and let them know that we could accept delivery at any time and provided them with a delivery address in Santa Fe.
On April 15th, we were told that our items would be delivered no later then April 24th (see email below). We have also been told verbally that our items were on the way multiple times over the past month, but they never show.
It is now May 21st and we still have not received any information as to when we can expect our items and we get told various lies every time we call. We have been lied to so many times by so many people at this organization, that I believe this whole thing may be a scam.
We would like our items delivered ASAP. We would also like a refund of any fees we have paid so far.
I just want to say that the customer got the delivery
(The consumer indicated he/she DID NOT accept the response from the business.)
This company picked up our belongings on April 1st and on April 6th we contacted them with a delivery address and let them know we could take delivery at any time. Our contract stated they guaranteed delivery withing 21 day of informing them we could take delivery. It end up taking them 66 days to deliver our belongings. Because we to go without or belongings for so long, we had to make signification purchases, at a great financial cost to us, to acquire items to make up for our missing belongings. Because we were lied to so frequently and explicitly, we did not know if our items were actually lost or stolen, until they showed up at our home, 45 days after the guaranteed delivery date.
Company harass for you to pay deposits, accept quote, pay 50% then they disappear. Representative lied about moving on its way on three times.
Moving was picked up from Florida on April 30, 2019 and I was told it will take 6 - 10 days for delivery to LA, CA. After the 10 days no one answer the phone. The only number working where some one answer the phone is the one listed on their website.
Called on 5/14/2019, I was told (I recorded all phone calls) that truck broke down in Texas and that dispatch does not provide estimated time of when repairs will be done. REMEMBER IT BROKE DOWN IN TEXAS ON 5/14/2019.
Called on 5/16/2019, I was told truck is going through Arizona. WOW THAT WAS A FAST TRUCK FIX.
Called in 5/21/2019, I was told that the truck left Florida on 5/18/2019. Hold on....Truck left Florida three days ago? Was it not going through Arizona the day after it broke down in Texas?
This is from the same person I spoke after calling the number on their website and selecting 103 on your keypad.
The person that quote me will call you every day for you to provide credit card and deposit payment. Calls and emails will not stop. Once you pay them your deposit, and 50% at pick up you are on your own. No one will call you anymore or will respond to your calls or email. If you make contact you will be lied, upon lie.
Now 25,000 worth of moving is gone. Filling a police report now. Contacting family lawyer now.
Company need to contact me, if I don't answer leave a message. Company needs to tell the truth of where the moving is to coordinate with apartment complex for deliveries. Company needs to understand that I cannot attend costumers without my equipment. Your insurance company will be notified and they will be the ones running an investigation. Insurance companies does not like to pay victims.
Talked with the customer and explain about the time for delivery.
I will follow up with him in 3 to 4 days
Sunrise picked up my items on 4/8/19 at at my residence. I have not received my delivery yet nor can I get a straight answer.
Sunrise picked up my items on 4/8/19 @ 918 Heartland Circle Mulberry, FL XXXXX
My contract # is XXXXXXX
My ex husband made sure they loaded all my items and I have all original paperwork from the moving company.
I was assured that my items would be arriving at my NEW residence @ *** XXXXX
Sunrise told me I would get my delivery within 21 days to my new apartment.
I have paid a total of $650 so far, and have a money order from the post office for a remaining $591.
The have my twin bed, 2 chairs and numerous boxes. My total items are worth about 12,000.
I have called numerous times to get some sort of answer from them. They always tell me the same thing "the end of this week" and I never hear from them unless I threaten and badger them. I have read other Revdex.com complaints recently regard Sunrise and I don't have a lot of
confidence in them actually DELIVERING my items to me. The last time I heard from Ronald, who is "Head of customer service", was 4/29 in a voicemail where he told me AGAIN "the end of this week" I trust him now about as far as I could throw him.
Nor do I think I should have to pay the remaining $591 due at delivery, bur I JUST WANT MY ITEMS DELIVERED TO MY 3RD FLOOR APAPRTMENT.
I want the order # XXXXXXX delivered to *** XXXXX ASAP
the customer reseved the shipment 12 days aga
on the 5/10/19
if you need any help please call XXX-XXX-XXXX
ex 101
thank you
Choose another company *** according to Chris (supposedly a owner of sunrise van lines) they already had truck going to Vermont. I Signed contract with Chris on feb 12 or 13,2019 with Pick up feb 18-20, 2019 and delivery in 8-10 days or 21 days at the latest. After numerous messages left on sunrise's machines when the 21 days had passed and numerous excuses of where my stuff was and when they were going to deliver, my items finally arrived on april 2nd (42 days) from a carrier called summit van lines. Only good thing I can say about this whole experience is once summit picked up my belongings, they did listen to My frustration and kept in touch through the actual delivery. the two delivery guys from summit were real nice and nothing major was broken. Although the slats to hold my bed up were missing, they gave me 50.00 to buy new ones.
Horrible experience during move and charged me an additional 450.00
I scheduled a move from my home in Tampa, FL, to Lynn, MA with David , the senior sales consultant in Lutz, FL. March 16 they picked up my items, I paid for the move in full via check. I paid 1440.00 that day, and 200.00 by debit card for a down payment for a total of 1640.00. That is the quote I was given. I inquired after I arrived in Massachusetts for just a target date, because I needed to work, David the associate I dealt with from the start asked for a couple of days to get in touch with dispatch. Six days later, and a loss of work, I got in touch with him. He told me I had 7-10 days to get my things. This happened on 3/25. He then told me my things would arrive on 3/28 after 3PM or 3/29 before 3PM. The reason I needed a target date was because I'm a flight attendant who has different hours, and I live alone. I asked to speak with a manager, he gave me Yaron's number. I called numerous times, left a message that day, never heard from Yuron. I finally got a lady who was in customer service, did not get her name, she of course says I have up to 21 days to receive my belongings. I tell her David, the senior sales consultant told me 7-10 days, and then I am basically treated like I'm lying about that. They never showed up 3/28 or 3/29. Never called, nothing. On 3/31 I received a text saying they would arrive between 3 pm -6 PM.Around 2PM I texted back, they responded saying they couldn't make it because of truck issues, they rescheduled it from 9AM to 1PM on April 2. Around 1:30 PM or so the texted saying they were an hour and a half behind. 3:30 PM They called to tell me that they couldn't get their truck on *** and it would be an additional 450.00 cash. Again, I tried to call Yuron the manager, no response, no answer until the truck called him and he finally called me. The state does not let larger trucks drive on *** apparently to pass through, however, if you are receiving a delivery, such as a moving truck, it is allowed. My neighbor downstairs called the State Trooper branch in Revere and they said yes, they could. After arguing with the driver, and Yuron, it got me nowhere. I had to pay or would not get my things. I hired them to make the move easier for me and they made it a nightmare. I also packed ALL of my boxes so they only had to put them on the truck, and wrap my furniture. Yuron also had the nerve to tell me on the phone that they did not make any money from my move. Well, they made 2040.00, and I want my 450.00 back because even though we called the State Troopers branch, they refused to bring the truck, and they had it in their mind the whole time. If that was the case, the COMPANY should have investigated this, and had this added in my quote, not spring it on me at the last minute when I really didn't have the extra money to do that. Simply put , I was taken advantage of. They may spin it any way they want but that's the truth. They do not communicate with you, when you ask simple questions about delivery, they don't answer. The movers were supposed to file a report because they broke a mirror of mine, never did, was missing a fan, they said they would check the warehouse and call me back, never did. I also had about 5 broken glass items, and honestly, I'm so disgusted and disappointed with Sunrise, I just took that as a loss, because they won't call you back. Moving is hard enough, but when you have a company that doesn't communicate with you, and takes advantage of you it makes it worse. I want my 450.00 back, but I am not confident that I will get any kind of reimbursement, because they will spin it around . I learned Sunrise Van Lines does not care about the customer, they just want the money.
I would like my 450.00 back. We spoke with the State Trooper branch in Rever 2 times, and they said they were allowed on my street for that type of delivery, and we could call them when they arrived. The driver had it in his mind from the start that he was not coming. We argued over it numerous times.
Let me start by bringing to your attention that the delivery was completed within the allowable time indicated in our paperwork that was signed by Ms..
As she indicated, it is against the law to drive or park a truck on her street, and she called the state troopers station to confirm this, and was told a delivery/moving truck can. This was not a truck, it was 53 foot trailer with an additional tractor of about 18 feet that would have to park in front of the property for a few hours. It is at the driver's discretion if he wants to take that chance with his license. It was her responsibility to be aware of the regulations in her community.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. Again, they do not allow large trucks to pass through, HOWEVER, if it is for this type of delivery, THEY ARE. Two calls were made to the State Police and it was confirmed from them that they were allowed to make the delivery, and for me to call them when they arrived, so there wouldn't be an issue. The driver refused even though State Police said they could. It is not my responsibility to call the city ahead of time. This seems to be a common theme with this company from Yelp reviews I have recently found. Although my things were delivered before the 21 day time frame, I was lied to twice. Once, I was told 7-10 days and the second time was told it would be delivered on the 28th or 29th or March and they did not call nor show up. The driver was supposed to also file a claim for a broken mirror and did not, not a fan that they did not deliver, which I was told they would go back to the warehouse and get it, to bring to me. They did not.
It is the driver's prerogative if he wants to take the chance on you saying it's ok and that of a state trooper over the phone. What if someone calls the police because they cannot pullout their car and a local officer comes and issues a ticket. Are you going to pay for the ticket or give him a job because no other transport company will hire him because the insurance company wont add him to the policy. I am sorry you feel the way you do, but you now have a clear and concise reason why he did not want to park the tractor/trailer on your street. It is not the drivers responsibility to file a claim for you. Did you indicate it on the paperwork? All she has to do is call customer service and they will walk her through the process of filing a claim.
(The consumer indicated he/she DID NOT accept the response from the business.)
The State Police said they would come to my residence, and they were told that numerous times, the driver still refused and would not even listen to what I was trying to explain. He simply was not going to do it even if the police were there. There are houses on this street, many houses. You mean to tell me that nobody in those houses have ever hired a moving company with a truck the same size. They are allowed for that type of delivery, your company simply refused, and were looking to squeeze more money out of me, Ron did tell me on the phone that you didn't make money off of the move. I was given a quote, and I paid it. As for the claim, the driver said he would do it, but he also said he would retrieve my missing item and bring it back, to which never happened. So don't say that you can file it for me, when you won't/ can't. They should have just said for me to call customer service. If they tell me they are going to look for something and bring it back, I expect they are telling the truth.
Please DO NOT USE THIS COMPANY. I am writing this review in hope that no one else has to experience the devastating loss I have. Sunrise Van Lines is unprofessional and unethical. I will not go into all the horrible details because that is not what is important. The main point is Sunrise Van Lines lost or stole and destroyed an excessive amount of my belongings. I have worked hard all of my life to own the things I do and paid a hefty amount of money to Sunrise Van to do their job and they FAILED! I've been trying for the past 6 weeks to be patient and follow-up with the company (they have not once called me about their wrong doing). I have prayed that my sentimental and irreplaceable belongings would be "found". TO NO AVAIL. Instead I've been treated horribly. I was yelled at and ultimately told by Yaron the manager, that is not the companies problem. Sunrise Van Company is unprofessional, negligent and ignorant. There are hundreds of moving companies to choose to trust with your precious belongings, DO NOT USE SUNRISE VAN COMPANY.
Exactly as quoted, super professional team! They moved my elderly father back home from Florida. Because he was hard of hearing they called me in speaker when discussing the contract and took pictures of the receipts for my records. Can't say enough good things about them!
Thank you
Misleading and false advertising. Intentional misleading and misrepresentation of services. Extremely poor customer service
This is the absolute worst moving company in the world. Maybe I should say a nightmare. I booked their moving service on 3/17/19. Sales Rep Chris was such a slick con artist. Gave him the dates I wanted to move (moving cross country), gave him the move in date for the apartment. Based on the move-in date, he told me 3/31/19 would be best to pick up the furniture since it would take around 3 days to get the furniture to CA. from Florida. The day of the 31st, I called to see what time the driver would be picking up the furniture. Unbelievable! the dispatcher said this move was not on his list. Anyways, after some scrambling, the driver called to say he would be by at 5pm. Driver showed up and it was another nightmare. He complained about the boxes, etc. To my surprise, driver told me that stuff will be moved from his truck to another truck. This was after all the items were loaded. We talked about the delivery date again as I realized they are disorganized and lacking some serious customer service skills. We agreed upon 4/5/2019 for delivery. Here's the problem, I booked a flight from FL to CA based on these agreed upon dates.
One the 5th of April, I went to the apartment in CA to await the delivery. I called the sales person Chris on his cellphone, texted him multiple times, no response. I finally called the company to find out the ETA. To my surprise, another nightmare. The owner who I was speaking to, the absolute worst attitude and lack of empathy on the phone, who is now in position of my goods, told me that the truck in still in FL and he wouldn't deliver furniture in the time slot for the amount of money I paid. Get this! I received a quote from this company based on the space that I needed for the amount of furniture I was moving. All of a sudden, the fee that they charged that I agreed upon was not worth them getting my furniture in time. I did not negotiate and try to bargain their fees. They quoted the fees and I agreed based upon the conversation with Chris and the agreement that the furniture would be delivered on April 5th. I told the owner that I would be reporting him to the Revdex.com. He said fine and attempt to hang up. This is a nightmare. I am pretty much in CA with no clothes, not even a bed to sleep on, not sure when the furniture will be delivered. I have moved cross country 4 times due to my job and this is the first I have ever experienced this kind of service. Absolutely no care in the world. What I took away from the phone call with the owner, I have your stuff, you'll get them when you get them.
This customer did not provide the services and so the only resolution is 100% refund so that I can contract another service
Three days to drive across the country is irresponsible and unsafe in a car, let alone in a tractor/trailer. So I know she was never told that. It customary in the industry to consolidate the moves going to the same area, it keeps moves affordable. Efforts to explain the to the client were met attitude, and threats.
As stated in the agreement, we have 21 days from the first day of availability to deliver. As a final note, all of her belongings are in route, and the driver will call her the day before delivery.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Chris when I booked the move, not the owner who is responding whom I only spoke to because Chris, the agnate that sold me the false information was now non-responsive.
On the 5th, after I filed the initial complain, I called the owner to tell him to cancel the move because we needed the clothes in the truck for an interview the following Friday. He told me asked me to let him finish the move and guarantee me that the items will be on the truck Saturday. He said, based on this, the driver should get the stuff to me by Thursday the 11th. I asked him several times if this is the case because of the professional garments for job interviews are on the truck. He guaranteed it and told me to call him back on Wednesday 4/10 so that he could tell me the driver's location. As agreed, I called him on Wednesday. By then, he received the complaint from your company. As soon as I identified myself, he started arguing saying, "I told the Revdex.com all lies." He yelled, "You are a liar! and I don't want to do business with people like you!" I asked, "Did you not tell me to call you back today? This is why Im calling. I need to know what time my stuff will be delivered!" He said he no longer wants to help me and he's ashamed of people like me.
I contracted this company to do a job and is being totally abused by the owner. Finally after the back and forth and me repeating that the only thing I need is my stuff, he said "hold on let me contact the driver." He returned a few minutes later to tell me that the driver is currently in Texas. He's unloading and I'll be getting my stuff. I hung up after that. Thursday came, no delivery. Friday morning at 11:22AM EST, I received a call from a blocked number. A female on the other end of the phone said "I have a message from Sunrise Van Lines." I asked, "What time will the driver be delivering my stuff?" She said Well we send you a revised agreement and you have to sign it before we deliver. Plus we need two forms of Identification from you."
So this is not in the agreement that I signed. Legally, you cannot revised the agreement that I signed after you pick up my stuff than threaten to hold my valuable items hostage. According to the document I signed, $100 was due to book the vehicle, 50% of the reminder is due at pick up and the remaining 50% is due, payable in cash upon delivery. We already went to bank, got cash and has been waiting for the delivery since yesterday. I refuse to sign any new document that they are sending over. I am holding them accountable to the original document I signed. I am signing no after the fact doctored up document.
Here are the payment terms as online in the document I signed:
Methods Of Payment:
A) A Security Deposit of 25% of the Total Estimate is required at the time of booking. This allows a date to be secured.
B) 50% of the total balance is due on the pick up date via cash, personal check, cashier check, credit/debit card or money order (checks are only good if your delivery is more then 3 business days, this way the money is cleared in the company account).
C) The remaining balance is due upon delivery via cash OR postal money orders only!
Note that they have already billed my credit card for the first 2 payments.
We could keep going with this BUT YOU MUST STOP THE LIES.
You never got any false information (ANOTHER ONE OF YOUR LIES), because everything is in writing,and you read it,and signed it.
You were never given any guaranteed delivery date (ANOTHER ONE OF YOUR LIES), because that is never done, for the simple reason that you never know what the road has in store for you. We legally have 21 business days from the first day you are available for delivery. You were advised of that, and you signed off on it.
You say you were contacted asking you to sign a new agreement (ANOTHER ONE OF YOUR LIES). You were actually contacted to send back the credit card authorization, and of coarse for your protection as well as ours requires you send a copy of your identification. You were never threatened with not receiving your things or holding hostage (ANOTHER ONE OF YOUR LIES).
Based on the information you posted in this complaint, which is clearly written in our paperwork. You are required to give a 25% deposit, yet we allowed you to give $100.00. On pickup you gave half of the balance,not required nor asked for anything additional. On delivery you will only pay the balance,unless you have an elevator, more then one flight of stairs, long carry or the need for a shuttle. But you should know all this because it is written in the paperwork you read and signed.
If you wish to continue your false, disparaging and derogatory postings, we will have no other choice but to seek legal council and pursue remedies in the courts.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable. ( I have proof of calls to verify all the information). The owner simply keeps calling customers liars! I called the company after I received the call from the female telling me I need to send over document or else I will not get my stuff. I ended up signing the Credit Card Authorization Form because I needed the items delivered. I called the company on 4/12 and spoke to owner who was very apologetic after all the back and forth. He even apologized for Chris's false statements. Told me that the driver is out delivering and that we need him to deliver before sundown since they are Jews. Naturally, I was panicking because I needed the stuff delivered and couldn't imagine going through another weekend without them. He lead me to think that the driver was in California and ready to deliver my stuff. I finally got the driver's number from him. He told me to give the driver 30 mins then call. I hung up and called the driver immediately who picked up the phone. I asked the driver his location. To my surprise he was in Arizona. This was very upsetting. Again, I explained to Chris before booking the move, when I need the items delivered and he guaranteed me delivery on the 5th. Why would I book my flight to get to California on the 5th if that was not promised? This is not logical. Threatening legal action because Im complaining of bad service is how this company plans to deal with these types of issues. Hence the reason there are so many complaints on this business and their business practices must be investigated. I explained to the delivery driver that I was expecting the furniture on the very day. He went on to tell me how frustrated he is with this company because they do this a lot. They over-promise to book the load. Once its booked, the customers are up to the mercy of their bad service and he's always taking the heat as a result. Bottom line, this company is misrepresenting itself. The staff lacks customer service skills. The items were finally delivered 4/17. Note that for some reason, these people keep mentioning how much I paid. The first conversation that we had on April 5th, The owner said "you only paid $1000!"
Let me be clear, I never asked for a discount, I didn't negotiate their price. I sent out a request for a quote and was contacted by Chris. He told me that I needed to deposit $100 if I wanted to move ahead. I at no time asked for a reduction. Why do they keep saying how much I paid? Isn't this the fee they charged? How ridiculous and unprofessional is this business? I have moved cross country a total of 4 times for business purposes and this is the first time I have ever encounter such unprofessionalism and disrespect.
SunRise Van Lines has not delivered my parent's shipment in the timeline they guaranteed. They are not returning phone calls or emails.
Moving services provided by
SunRise Van Lines
14902 N 12th St
Lutz, FL 33549
(XXX) XXX-XXXX
***@sunrisevanlines.com
I signed a moving contract (# XXXXXXX) on behalf of my parents, *** and *** ages 84 and 82. The contract was signed in January and their belongings were picked up on March 7 in Bradenton, Florida. We hired SunRise Van Lines for a small move and were told my parent's belongings would be added to a larger move. Chris the sales person said we would have their things in Minnesota in 4-7 days.
Once their load was picked up it was placed in a warehouse in Tampa. The distribution manager, Ron, told me that Chris was wrong, but we would have their things in 21 days guaranteed. Ron stopped taking my calls and turned me over to Jack. I spoke with Jack, a distribution consultant, on March 26. He told me my parents load was now in Atlanta and we would receive them soon. He knew the 21 day guarantee was on up on 3/28 and told me not to worry. I spoke with Mary from customer service on April 3. She assured me my parent's belongings were not lost and that she would call me on April 5 to provide an update. When I called her, she did not answer her phone.
Throughout this process, I have been calling and emailing the company's employees on a frequent basis. They aren't returning the calls or emails. I am very concerned that they no longer know where my parent's belongings are and have no intentions of delivering them.
I would like to find their belongings and have them delivered to Minnesota as soon as possible. This load includes their clothing, family photos, art work and sentimental items they have accumulated over their lifetime. They are irreplaceable.
When I initially researched the company and signed a contract, their reviews were very positive and reflected a very professional company. Today, I looked at their website and in the last four days there have only been negative reviews, telling people not to do business with them. I am very concerned as to whether they are still in business and fulfilling their commitments.
I have paid them $579.91 in advance and owe them $479.91 upon receipt of the shipment.
I would like Revdex.com to get SunRise Van Lines to locate my parent's belongings and have them delivered to Minnesota as soon as possible. If possible, I would like the delivery immediately and with no further payment from me.
Unfortunately the delivery had been delayed by two major factors, one being the truck broke down in GA. and the other being the remoteness of the destination in MN. I'm happy to let you know that mom and dad's things are in route, and barring any unforeseen mishaps should have the belongings delivered by weeks end.
(The consumer indicated he/she ACCEPTED the response from the business.)
This explanation is unacceptable. No one ever called to let us know that their truck broke down in Georgia. They told us almost 3 weeks ago that our shipment was in Georgia. Our Minnesota location is a suburb of St. Paul, the capital of Minnesota and is 15 minutes from St. Paul/Minneapolis. However, no one seemed to look up or research where we were located.
Our shipment was finally delivered after 36 days. Customer service was the worst I have ever experienced. Once the contract was signed the owner and staff of the company didn't return emails or voicemails when we followed up throughout the move. They most often didn't answer their phones. I would recommend that you DO NOT do business with SunRise Van Lines.
Worst experience ever! After the death of my father and need to ship quickly, this business showed up and almost doubled the price of the deal due to "elevator and long hallway" - after I asked specifically three times if the price was "all inclusive" and "no hidden fees". Owner gave me his cell for 24/7 service - no answer when I called only text reply to call customer service number - no answer there either. Then demanded cash payment upon delivery or they would take my things. Driver recommended I "call the cops"
RUN from these guys. Disgusting that someone would take advantage this way. Sickening. Owner is CHRIS - what a scam.
Let me start by saying that your comments are baseless and without merit. Your move did not almost double. The cost of your move was $1489.03. You had additional charges for an elevator $75.00, and a long carry $175.00 which equals $250.00 not almost double. It is also standard policy and procedure in the industry to collect the remaining balance in a postal money or cash prior to unloading. All this is clearly written in the estimate you signed. If you chose to read your paperwork or not is up to you, but please do not label my company as a scam.
I just wanted to say that I will refer this company any day...The Company is amazing. The team are outstanding.... they give you the best full service... Thanks Sunrise Van Lines you guys are awesome!
Thank you
I contracted Sunrise to move items from Florida to Mass. They lost a rocking chair and multiple pictures.
I contracted Sunrise to move items from Florida to Mass. They lost a rocking chair and multiple pictures. I was in Florida when they loaded the truck and was in Massachusetts when they unloaded. The driver unloaded the entire truck in my front yard but the chair and pictures were not there. He said they were probably left behind in the warehouse and he would have someone contact me. I called a few days later when no one contacted me and spoke with someone who told me they were still searching. After repeated attempts to contact them I am now getting a message telling me the phone has been disconnected.
I would like my items to be returned to me, or proof of reasonable effort in locating them. I am not convinced they have even made an attempt to find my items.
Let me start by apologizing for any inconvenience this might have caused. We are looking for your belongings and hope to have it resolved shortly.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable since it is the exact response I got from the Business in February.
Shortly is not a time frame and this provides no information.
Do they believe the items are still in their warehouse, do they think they have delivered the items to another client in error, do they believe the items may have been stolen?
What efforts have been made in the past two months to locate the items?
Answers to these questions are the types of responses I am looking for.
I would not expect needing to contact the Revdex.com to receive the same non-response provided here, but since their only telephone number seems to have been disconnected I had no other recourse.
With much regret, Ms. rocking chair and pictures have not yet to located. Please ask her to start the claims process at csipros.org. We shall continue to look, and if located deliver it immediately to her
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I am not satisfied with the response, I accept that they have acknowledged they have lost our items, and will begin the claim process as indicated in their last response.