The Moving Experts / Four Points Van Lines Complaint - Horrible Service - Do Not Use
FLORIDA -- Here is my saga with Moving Experts and Four Points Van Lines. I moved across the country from FL to IL and they were very bad at keeping in contact with me once they picked up my items.
• April 18, 2007:
o I called Moving Experts and explained that April 25 was the day I could accept delivery on my furniture.
o Moving Experts thanked me for calling and said I would have my furniture delivered within 10 business days of the first available day for delivery (4/25/07). First frustration: my early calling did not count toward a faster delivery.
• April 25, 2007:
o I called the Four Points Vans to try to determine a delivery date, I left a voicemail with my cell phone number on the answering machine. Four Points returned my call (to my cell phone) and I was told that the truck was going to be in town (FL) either Thursday or Friday (4/26 or 4/27) and that they would load my items up and call me when they were in IL to set up a delivery.
• April 27, 2007:
o I called Four Points Vans and left another voicemail on the answering machine explaining that I just found out I was going to be out of town 5/1/07 and 5/2/07 for work and to please call me back to discuss the details of my move. Again, I provided my cell phone number and asked that they call me back. I had a person lined up to accept delivery in my place and I wanted to set up the details with them.
• May 3, 2007:
o Having never returned my call from 4/27/07, I called Four Point Vans again and asked for an update on my furniture delivery.
o At this point I was told that they called me on Sat. 4/28/07 and left a message saying they were going to delivery on Monday 4/30/07.
o I explained that I never received a message nor did I have any missed calls on my cell phone. What number did you call? Four Point Van lines said they did not know which number they called.
o They also said that since I left voicemail saying I wasn’t going to be able to accept delivery, they sent my items back in the truck to FL!!
o I explained that I had a person ready to accept in my place and had asked them to call me back and they never did. Plus if they were ready to deliver on Monday, I was still in town.
o After talking with Four Points, I called Moving Expert to try to determine an exact delivery.
o I was told that because I was unable to accept delivery when they were in town, I would have to wait. They could not determine when my next delivery would be.
• May 4, 2007:
o Four Points Van Lines called to tell me that they would call me on Monday 5/7/07, to set up a specific delivery time for that day.
• May 7, 2007:
o I call Four Points Van Lines in the morning to try to determine an exact delivery so I can inform my work.
o At this point I am told that during the conversation on 5/4/07, they never said they could set up a specific delivery time and that my items were still in FL. I was also told that because I was out of town the week before, they would not be delivery within 10 days as promised.
o I was very frustrated and again asked why my phone call from 4/27/07 was never returned. At this point, I was told that as the customer, I should have called back if I didn’t hear from them in 24 hours. I explained the theory that as the business, you should return your customer’s phone calls. I also pointed out that the answering machine says that if you call during business hours (which I had), someone will call you right back (which they didn't).
o I explained that I either expect my items to be delivered in the guaranteed 10 business days or I would like a discount on the delivery price.
o At this point the Four Points Van contact very rudely said he was surprised by my attidude and hung up on me!!
o When I called back, he claimed we got disconnected. Perhaps, but I don’t believe it.
o After my conversation with Four Points, I called Moving Experts to again express my frustration with the lack of communcation and respect I felt during this process. Again I asked for a firm delivery date and some sort of compensation for them delivering past the agreed upon 10 days.
o I was told they were pulling phone records to try to pull up my voicemail as well as the phone number Four Points called on 4/28/07.
o Later in the day, a person from Four Points called and said I would have my furniture by the “weekend” and they would call me on Friday 5/11/07 with more details. I asked whether the “weekend” meant Friday or Sunday and she said at that time they could not say.
o I also received a call from Moving Experts to verify that Four Points had called me and that they would call again on Friday.
• May 9, 2007:
o I called Moving Expert to see if there were any updates or changes I should be aware of regarding my furniture delivery.
o I was told that Four Points was still on track to call on Friday 5/11/07 with delivery details.
• May 11, 2007
o Four Points Van Lines calls and informs me that the truck with my furniture is just leaving FL today and I can expect delivery in four to five days.
o Frustrated, I ask what changed since on Monday I was told I would have delivery by the end of the weekend.
o I called Moving Experts again to express frustration with still not having an exact delivery date, not having a clear answer on a discount and not having an answer as to why what Four Points promises keeps changing.
o I was told that there will be a discount applied, but they can’t determine it until an exact delivery is known. In four or five days they will know more.
• May 14, 2007
o Four Points calls to say that they will deliver my items tomorrow (5/15/07) morning. I ask what time in the morning, so I can inform my work.
o They say they don’t know, but it should be pretty early. I also ask again about the discount and they tell me to call back in the morning.
• May 15, 2007
o I call Four Points to determine a discount and I am told the best they can give me $50 off the original price!! I was so frustrated but really wanted my stuff, so I didn’t press the issue.
o The movers finally show up at 12:30pm (so much for early morning).
o They take 2-1/2 hours to unload my items. I live in a one bedroom apartment and don’t have much stuff.
o Although I finally have my stuff and there doesn’t seem to be any damage, I did have to miss the whole day of work after I promised I would be in that afternoon. The driver gave no apology or reason for why they were late.
All in all, I am glad this horrible experience is over. I will never again work with Moving Experts or Four Point Van Lines. I would have been better off renting a U-Haul and doing this myself. Beware!!!!