3 Aug 2021 · MoveAdvisor
1.0 out of 51.0
A-Plus was used from Alliance Van Lines to move my house hold goods from NJ to Florida. It was a disaster from the moment A-Plus came to pick up my shipment. The pickup date was set for May 26-27, with a delivery no earlier than June 22, 2021. I was quoted a total of $1,770.76 for items that were in a storage unit and pictures were sent of the items to be shipped. The bill from A-Plus was $3,107.04, 75% higher than the estimate provided. This increase was only revealed after the shipment was on the moving truck and there would be a hefty fee to return the boxes to the storage unit.
My home was under construction and had two unexpected closing delays, which changed the delivery dates twice. The final delivery date was no earlier than July 22. I was willing to pay additional storage fees, if necessary, but A-Plus stated there would not be any. On July 16 at 1:56PM an A-Plus dispatch called to tell me that my house-hold delivery was on the way. When I asked if the delivery would not be delivered no earlier than July 22, dispatch told me, “Yes, no problem.” On July 19 at 3:23PM, the driver called me to tell me that my shipment would be delivered the next day. I explained that I had a deliver no earlier than July 22, but I could take it on July 21 if it was after 1pm (my closing was at 10pm). At 3:44PM an A-Plus Dispatcher called me and told me that if I do not accept the delivery on July 19, there would be a $450 re-delivery fee, possible storage fees, and my household shipment would be returned to their NJ warehouse and would be shipped when than have a truck with available room. When I asked how long would that be, the dispatcher stated that she does not know, but made a reference that it could be some time with how busy they are. I explained that I had a no-earlier-than date of July 22. The dispatcher acknowledge that a no-earlier date of July 22 was in the notes, but than told me that on July 16 the dispatcher told me that the shipment would be there in 2-5 business days. I explained to her that was not stated, and that I specifically asked about the July 22 date and it was confirmed. The dispatcher stated it was in her notes and that it was explained to me. So, I asked to speak to Jennifer, the dispatcher that we had been working with regularly, to see what the options were. The dispatcher stated she would get Jennifer on the line and call me back. At 3:58pm the dispatcher stated that she was patching Jennifer into the call and put us on hold. Several minutes later the dispatcher returned and stated that Jennifer had gone home for the day and that we had to make a decision. With it being at the end of the business day and were where staying 3-hours from the home we were buying; we were in very difficult spot. I told the dispatcher that it is the end of the business day and that I would need time to make arrangements. The dispatcher stated that she was canceling my delivery and that I could call Jenifer in the morning to try to make arrangements for redelivery and fees. This dispatcher was rude and threatening. I also called Alliance to explain what was going on. The Alliance agent read the notes from A-Plus and saw that we had a deliver no-earlier than July 22, but also saw the July 16 note of delivery between 2-5 business days. I explained that 2-5 business days was not stated to me, but rather I confirmed July 22. The Alliance agent stated, “it is your word against theirs, and I can’t get involved in that.” She also stated that there was nothing they can do. My wife and I, from our hotel room, began looking for a storage unit in the area from our phones, and making phone call. At 4:28PM we secured a storage unit and called tried to call the A-Plus dispatcher back. We were not able to get through; there was no answer. So, I called the driver and explained that we rented a storage unit and would be available to accept delivery.
On July 20, the driver did not arrive until 7:40PM. The diver explained that he got called in a day early because he had to pick up a return delivery in Jacksonville on July 21. There were three missing items. Delivery with inventorying the boxes took an hour. The driver stated that an A-Plus dispatcher would call me soon about the missing items. On August 3, two weeks later, still no calls from A-Plus. I called and was provided a claim form.
I called Alliance Van Lines to complain about the entire experience. The response: “There is nothing at dispatch we can do for you,” and “There is nothing else that can be done.” When I told her about the delivery arrive 7:40pm, which was after business hours, I was told that in the contract they could deliver up to 9pm. I told her I have the contract and I cannot find that. Afterwards, I looked at both contracts, and could not find a delivery time window in either of them. Bottom line is that once the order has been taken, both Alliance Van Lines and A-Plus has a complete lack of customer service.
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