Arsenal Van Lines Complaint - Arsenal Van Lines are the WORST
NORCROSS, GEORGIA -- My family and I planned a move from Atlanta to South Florida and hired Arsenal Van Lines to pack our house and move our household goods. We should have known that they were shady when they harshly criticized another moving company by name during our phone consultation and refused to come to our house for a visual estimate because they had years of experience and didn't need to see our belongings to estimate how much space we'd need. The day of the move, the packers arrived 30 minutes late, drank bottles of soda from our pantry without asking and took all day to pack our house. It took the packers so long that we didn't close up the house and leave for Florida until 8pm (we were supposed to be on the road at approximately noon, but these "experienced" movers said that they had no idea that we had this much stuff and it would take them this long to pack our 4 bedroom house and garage). We got our first surprise when the lead mover told us that by law he would be unable to drive from GA to FL that late at night, so our household goods would arrive late (not good, since our homeowners association only lets us move in on certain days of the week and the movers delay would push us to a non-moving day). The next surprise came when they told me that I'd have to make some decisions on items to leave behind because the truck was full. We had to leave expensive exercise equipment, a patio table and chairs and other furniture items because they didn't come by to do the visual estimate that we asked for and as a result, the truck that they brought was too small. Speaking of trucks, did I mention that this company does not own a fleet of trucks, but rather, they rent moving trucks from other companies (we could have just as easily rented a truck ourselves if this is all they do). We were told that our additional household items could be picked up and put on another truck the next day with another move, at no additional charge. We agreed. Finally, the lead mover called his headquarters after packing the truck (mattresses tied on the outside of the truck, because they ran out of space) and his boss gave us a quote that was almost $2,000 more than our initial estimate, to be paid on delivery. Needless to say, we contested the quote given the poor quality of service we received and their inability to accommodate all of our belongings. The lead mover said they almost always revert back to the original estimated quote after the truck goes to the weigh station, so there was no need to worry. So my family and I arrived in FL the following afternoon and began to call the mover to get an ETA, but no answer. We called more than 6 times and got no response on when to expect our household goods. Finally, my husband got through to the headquarters and John, our moving rep, lied to him saying that the new quote that they gave us was based on weighing the truck - but the truck was never weighed prior to the move, so the new quote was their shady way of inflating the price of our move to make money. When my husband asked to see the DOT weight report when the movers arrived, John began to scream at my husband on the phone about how the truck was weighed before leaving our house (the truck sat in our driveway all day and they magically created an inflated quote before they pulled out of the driveway). My husband told John to first calm down and that we would not receive our household items after their movers drove 12 hours, unless we received the DOT weight report. John hung up on my husband. An hour later, the movers arrived and magically the quote was adjusted down (some, not completely) and we received our household goods, minus the items left in our house which now the company told us they would charge us to pick up and delivery. We declined. The movers unloaded our items at 11pm, much to our neighbor’s dismay. Our mattresses were wet due to the humidity from being wrapped in plastic on the outside of the truck. On top of everything else, the movers strongly suggested that we tip them for their efforts. I thought tips were given for good service. Needless to say, they did not get a tip. We just made a 12 hour trip back to GA this past weekend to pick up the rest our belongings in our house. My husband and I have moved several times over the years for work and this was by far the WORST move we have ever experienced, thanks to Arsenal Van Lines. I would not recommend this company to anyone and my hope is that they go out of business before they ruin someone else’s move.