Ultimate Van Lines / American Van Lines Complaint - Moving Company
1331 REGAL ROW SUITE 399 DALLAS, TEXAS -- I found the Ultimate Van lines on internet before moving. I inventoried what I had in order to estimate the total cost of my moving on their web site and scheduled my moving day on Jun 30 by paying 10% deposit on Jun 17 2008.
I talked them on the phone to make sure my moving schedule on Jun 27. The guy who works for the company told me “everything is fine.”
A manager, Tina called me by phone at 2 pm on Jun 29 (Sunday). She told me they have a car accident and they can’t send me a tuck on Jun 30, but I set my moving day on Jun 30 because my apartment asked me to leave out of their apartment no later than Jun 30 and if I couldn’t, they told me that they will charge a whole month rent which is about $ 730. She said a very rude reply to my asking dispatching another car for my moving on the scheduled day. I couldn’t find another company because it was late Sunday. I asked her to compensate not coming on Jun 30, and she told me they don’t compensate any thing except for $ 50 dollars discount. She told me that they can send me a truck on July 1, so I had to believe them one more time.
On moving day, 11am July 1, movers came to pick up my stuff with truck that wasn’t the moving company that I asked for my moving. American Van Lines was written on the truck (plate number: 890 ALK, Kansas plate). I prepared for my moving from early June, so I packed up most of my stuff into moving boxes. It took about less than 2 hour to finish loading all my stuff into their truck. When four movers started to load my moving boxes without telling me the price of Boxes, packing labor, tape, wrap, and so on. When they finished loading, they used probably less than 10 moving boxes and 10 tapes. One of the movers who was in charge of my move calculated the cost of packing without explaining and told me $ 412. I was surprised and asked him to show me the paper that he calculated on. When I tried to understand the bill of packing, he snatched it out of my hand and didn’t give any detail of packing charge.
Also, he asked me check or cash for whole amount of my moving cost, but I already talked to the company about paying 50% of my total moving cost by credit card. He threatened me with unloading my stuff out of truck and asking for packing and labor fees. At the time, I thought I didn’t have choice because of his threatening. Also, He told me that I have more weight than what I inventoried on the web site of the ultimate van lines. He told me that I have two options that we can go to weigh my moving stuff or I can take an offer that he gives to me. He scared me not to go to weigh because it will be more than what he offers me right now.
Also he told me once I weigh my stuff, I can’t change anymore. He asked me just 35% ($700) more than the estimate price. I didn’t have any experience on moving out of state by moving company, so I needed more time to think about it, but he pushed me a lot to agree with his offer. So, we made an agreement on $ 3,185 for total moving cost. [$1,913 (First basic estimate price) + $210.43 (Fuel surcharge 11%) - $ 50 (New customer promotion) = 2,073.43 (Total estimate quote) + $700 (About 35 % agreement) + $412 (packing charge) = $ 3,185 (Final moving price)]. He also showed me “Uniform Household Goods Bill of Landing and Freight Bill” which he should show me before loading and asked me write down “6 cent per pound without charge” for insurance on it and made me sign on it by his saying “we usually charged money on 6 cent per pound for insurance but I will do it free for you.” Later, I found I can be covered 60 cent per pound for insurance but he gave me false information and made me sign on it.
After the moving day, I asked my final invoice to the company several time but I couldn’t have invoice until July 9. However, the invoices that they sent me for more than 7 times didn’t match what I have to pay. Sometimes, they added more cost on the invoice and didn’t explain. I talked one of a male manager, he threatened me by saying “if you don’t pay 50% of the invoice, I will send your stuff to auction and sell them off.”
Also the mover who came on July 1 called me threaten me by saying “I am going to go to police if you don’t pay 50 % of the invoice” his phone number 913-653-3876 at 9:46am on July 9. I paid for $1,680.14 because they made enough phone calls to me to worry about my moving goods’ safety.
On July 10, a driver called me by phone and said “I am driving to California to deliver your belongings on July 13. You should be there this weekend.” I asked them to bring my stuff on July 18 as the date of contract. Several people called me (phone number list 972-215-0424, 913-341-5200, 718-775-0651) and asked me go to California right now and get them in storage, but I was in Kansas, and I can’t get there until July 18. After several phone calls, they didn’t call me or explain where my stuff is at either.
I made many phone calls to ask them where my stuff is at and whether they are going to bring my stuff to Bakersfield on July 18, but they have failed to answer my request or haven’t responded. On July 17, they called me that my belongings are in storage in Bakersfield, and asked me pay for the fee of storage and rest of my moving cost. He told me that he is not going to tell me where the storage is at until I pay for everything and I have to move all my stuff by myself to where my belongings are supposed to be delivered to. Also, they failed to show me that all of my belongings unloaded into storage without missing or broken. I am so stressed and can’t sleep at night. I am worrying about safety of my belongings.
Also I complained in BBB. This is their response
On July 24, 2008, the business provided the following information:
we have schedule the move for the customer Kyounghoon Lee. the customer knew what is the additional charges before signing with us, we did inform him that if he has any additional pound or if he need any packing it will be additional. we received a call from some one in the name of Sean telling us that they are ready for the delivery. we sent it out and the delivery is in process.just for remainder delivery can take up to 21 business days as stated on the contract that the customer siged for as well as the customer was not ready until July/18 for the delivery. the customer refused to sign on the paper works so we explained him before loading the truck that we have a lot to pack and he said ok charge me for it. at the time of payment the customer gave us very hard time to pay even thou he signed for it.
Ultimate Van Lines, Inc.
First of all, I have to talk about their response on my complaint against Ultimate Van Lines. They didn’t come on schedule date June 30 and it caused me extra rent to pay for my apartment. On July 1, the movers came to pick up my shipment and they failed to tell the cost of packing my stuff with their box (they used about less than 10 boxes) before loading and the contract was written after loading all my shipment. Then they threatened me to sign on a blank contract by his telling me that he is going to unload my shipment if I didn’t sign and he is going to charge for everything that costs of loading and unloading my stuff. Also, the mover asked me write down “6 cent per pound without charge” for insurance on the contract by his saying “we usually charged money on 6 cent per pound for insurance but I will do it free for you.” Later, I found I can be covered 60 cent per pound for insurance but he gave me false information and made me sign on it. Also, I have received approximately more than 7 invoices from Ultimate Van Lines that had charges that I didn’t agree with. (I can provide all the invoices that they sent me) They added additional charge into the invoices, therefore I had to request them to send me right invoice. I was tired with dealing with this company and finally I had to pay what they asked me for.
Also, the delivery date for my shipment was July 18 on the contract, but on July 10, a driver called me by phone and said “I am driving to California to deliver your belongings on July 13. You should be there this weekend.” I asked them to bring my stuff on July 18 as the contract. Several people called me (phone number list 972-215-0424, 913-341-5200, 718-775-0651) and asked me go to California right now and get them in storage, but I was in Kansas, and I can’t get there until July 18. After several phone calls, they didn’t call me or explain where my stuff is at either. I can provide all of phone number and calling time if you want. Also, Sean, who is my cousin, never told them that we are ready for delivery. On July 17, a driver called me that my belongings are in storage in Bakersfield, and asked me pay for the fee of storage and rest of my moving cost. He told me that he is not going to tell me where the storage is at until I pay for everything and I have to move all my stuff by myself to where my belongings are supposed to be delivered to. Also, they failed to show me that all of my belongings were unloaded into storage without missing or broken.
I have called numerous times to Ultimate Van Lines to find out where my shipment is and when they will bring my stuff to where my belongings were supposed to be delivered. I even called the driver who told me that it was in storage in Bakersfield, CA. but they have failed to answer my request or haven’t responded. I haven’t talk to anyone from there, specifically [snip]. I left messages on their voice mail and have not received any call back from them.
If anyone is having a problem with this company and has a plan to prepare a lawsuit, please let me know. My email is email@example.com. We can fight together against them.