Vanity Van Lines

We reviewed our call records and would like to remind you that all calls are recorded. When you initially contracted our company to provide services and placed a deposit, you also signed an an agreement that stated what our cancellation policy was. We made several attempts to contact the number that you had given us and placed on the agreement but it was disconnected. Finally you called our company to cancel just 4 days prior to the arranged date to move your 4 bedroom home in a full 26 foot truck and a second truck across the country nearly 1000 miles. You expressed concerns that we were not a real company and was forwarded to the owner. Our records indicate you spoke to him on 4 occasions that day. The first conversation ended with you requesting a customer reference. He obliged and let you speak directly to a family who had called him with 24 hour notice to move their 4 bedroom home after being scammed by another company. You asked for more proof of our services on another call that day and he went over all of the company's Dept. of Transportation authority with you. During the subsequent conversation that day, the owner expressed that our Tampa office (where he was at the time) holds 4 federal agencies in the same building, one of them being the U.S. Attorney general's office. We assure you that we run no scams. Unfortunately, none of these things convinced you and on the 4th call you denied ever signing a contract with our company and requested a refund for services that were already provided. On that call it was explained that worked had already been started on getting your move coordinated and funds were disbursed. At this point, you said to deduct what funds were disbursed in arranging your move from the requested refund. The Fee is a charge for arranging shipper's transportation of household goods. It includes the cost of administration, dispatching, coordination and securing properly licensed motor carriers to transport shipment, provisions of customer service and liaison between carrier and shipper in settling disputes and claims. Unfortunately, because the work had been performed on your behalf and at your request per written agreement, we are unable to grant you a refund. It was expressed at the time you called to cancel that the deposit placed on your move would be forfeited once you cancelled, and you had the option to still go through with the move, as we were more than happy to stick with you throughout the entire process. You chose to cancel and we honor that and the agreement signed in writing. As a compromise, if you decide that you do need our services in the future, we will credit you the deposit paid on this last move. We are very sorry you chose to go with another company after contracting with us several weeks prior, but we cannot pay for your decision.

We reject this complaint not only because *** originally gave us a phone number that was disconnected but because we have recorded calls of *** and our company discussing the move after his concern with our phones. If he took issue with the phones he should have cancelled then, but he did not and proceeded to lock in his move and even requested we send him a power of attorney form so his real estate agent would be able to complete his move without him being there. We told ***, again on a recorded line, that we would have that form for him by the end of the day this was June 25th between the hours of 1:30-5pm. In those hours, *** spent some time speaking with the owner and asked for a reference of our companies ability to do that type of move in which we called another customer on 3 way and had her explain her experience. All of these calls were recorded and serve as testament as to why ***'s reason for requesting refund is unreasonable and uncalled for. We were more than equipped to service this move and have remained in contact with *** in regards to it. We disbursed the necessary funds to service the job and in the process missed on opportunities to have other moves done. Since we coordinated to pack and pick ***'s items we made sure to have our carrier prepared for this and had them push back other moves of that caliber. There was no reason for *** to cancel and he was told many times over the phone, again on a recorded line that if he chose to cancel he would not get a refund on his deposit because it was outside of his cancellation window. We use that cancellation window to give us a chance to move forward with the assigning of carriers, crews and trucks. Once that window has closed we execute on these decisions and the necessary steps to getting these moves done have been taken.