14 Feb 2017 · MoveAdvisor
1.0 out of 51.0
I was over charged $1471.60 by KLM van lines. They lost a $854.55 sofa and 4 ottoman legs worth $16.25 for replacement legs. Ruined a ~$110 entertainment center (unfixable/smashed). Severely damaged a book shelf worth ~$79.99 +tax and severely soiled dragged a Tempur-pedic mattress across what appears to be wet asphalt worth $3099.99 +tax. A total of $5632.38 in loss and damages ($1461.60 in overcharges, $870.80 in lost goods, $3289.98 in damaged goods).
Story: On June 20th, 2016 I was given an estimate of $2263.92 to move a furnished 2 bedroom apartment. This rate of $2263.92 was based on 5670 lbs at $0.41 per lb provided by Dave at KLM van lines (phone # 1-424-270-0012). When I spoke with Dave on June 20th he notified me that the movers would have weigh scale tickets from before the truck was loaded and from after the truck was loaded with my belongings and I would be charged the amount that my belongings weighed multiples by $0.41 per pound. I asked why the estimate shows that a 36" flat screen T.V. weighs 105 lbs when it clearly does not. Dave replied: "It is just an estimate the weight will depend on the scale tickets that the driver will collect after he loads your belongings. It was also under the agreement that the credit card that was used to make the deposit would be charged a 2nd time at pick up and a 3rd time at delivery (1/3 deposit, 1/3 at pick up and 1/3 at delivery).
On June 25th at approximately 18:30 the movers arrived at the 2 bedroom apartment with a Enterprise rental truck ~half full with someone else's belongings. The movers immediately began wrapping furniture and packing the truck placing my belonging up against the other load they already had on the truck.
At approximately 23:30 the movers finally finished loading the truck and it was time to sign for the charge. At this time Cesar (the mover in charge) notified me that it would be $3933.00 instead of the estimated $2263.92. I asked why so much more and he replied because your belongings took up 1600 cubic feet. I replied I was given an estimate based on weight not cubic feet, do you have you weigh scale tickets? He replied "no we don't weigh the truck and if we did it would cost more." Given that it was a Sunday at 23:30 in the evening with no supervisor to call and the truck already loaded unable to measure the inside of the truck prior to being loaded because I was under the impression I was being billed by weight I had no choice but to agree to his calculations. I said okay bill the credit card on file he said no I have to have a debit card from you now, a check or cash. So I had no choice but to give him my debit card for the new charge of $1585.00. At this time he also notified me that I would have to pay cash upon delivery in the amount of $1585.00. With no choice other than to agree or call the cops I had to agree. I gave him my debit card and was charged $1585.00 and was told my belongings would arrive in New Mexico Tuesday, June 28th.
On Monday June 27th I called the estimator Dave several times and left messages for him to call me back but I never received a response. On Tuesday, June 28th I again called Dave to try and get some answers but still no answer or response. I called the KLM dispatch 1-844-384-3872 an asked when I should expect the delivery they said that they have 21 days to deliver the belongings and the driver will call the day before??
That week and the following 2 weeks I continued to call Dave the estimator daily for answers regarding why I was charged for cubic feet instead of weight and why did they not have a weigh scale ticket like I was told. Still no response or answer from Dave the estimator and still no response from him up to present date.
For the following 2 weeks I called the KLM van lines dispatch trying to get some answers on why I am being charged so much above the estimate and when my belongings would be delivered. They would always respond with the same answer of "we'll have a supervisor call you this afternoon and the driver will call you the day before delivery". After daily calls over the time span of June 27th to July 12th I never once received a call back nor could either of the female receptionists (Maria or Carolina) answer how I was charged so much over the estimate.
On July 10th, 2016 John the driver called me and notified me that he would be at my home in NM tomorrow evening July 11th and possibly deliver my belongings that evening but probably the morning of July 12th.
John showed up the evening of July 11th in a full size eighteen wheeler and realized he was unable to get up my driveway and said he would need help shuttling my belongings up to the house by using my truck and utility trailer the following morning July 12th.
John shows up at ~08:00 the morning of July 12th and demands the $1585.00 in cash prior to start of the unload. I said I'll give you $800 now and the rest after everything is delivered he said no it's all up front or we don't deliver. Once again I had no choice but to pay up front prior to knowing the outcome. John and his crew began unloading the trailer and moving the goods into the house. At this time I saw that it was a full trailer with 3 loads, my load being in the middle of the trailer and a separate load to the front and a separate load to the back separated by yellow ratchet straps (as shown in the photos).
At approximately 16:00 all of my belongings were off the trailer and into the house. I then realized that I was missing my couch and ottoman legs. John searched his trailer but could not locate it. He called his warehouse in L.A. And they could not locate it. At this point I measured the void in the trailer that was left behind by removing all my belongings at it measured ~1040 cubic feet. I was charged for 1600 cubic feet at $2.41 per cubic foot, a difference of 560 cubic feet at $2.41=$1349.6. I took photos of all my measurements and of the ceiling of the trailer showing cubic feet by the hundreds which showed ~900-1000 cubic feet of room that my belongings had taken up on the trailer. I contact KLM dispatch and inform them of the overcharge of $1349.60 based on $2.41 per cubic feet and the 9% fuel over charge = $122.00 totaling $1471.60 of overcharge, a missing sofa worth $854.55, $16.25 in missing ottoman legs, ~$110 smashed entertainment center, $3099.99 in a damaged and soiled mattress and $79.99 for the damaged bookshelf. A grand total of $5632.38 in overcharge and losses.
I contacted KLM dispatch daily (excluding weekends) and explained my issue over the next 7 days, July 12-July 20th. I continued to get the same response as before " we will have a supervisor call you this afternoon". To present date September 26th I have yet to receive a call from a supervisor at KLM dispatch. I did however speak to the owner Tom on Tuesday July 19th and let him know about the overcharging, missing furniture, damaged furniture and how I came to the conclusion on how I was overcharged by measuring the void in the trailer and the painted measurements on the ceiling of the trailer. He argued with me saying that I measured it wrong and the his trailers are 10 feet wide and 11.7 feet tall where as my pictures show and prove that the trailer that delivered my belongings was 8' wide and 10' tall to the painted cubic feet measurements inside the trailer. The conversation ended with we'll contact you if your missing belongings show up (sofa and ottoman legs).
I was overcharged $1471.60 determined by the actual cubic feet delivered of 1040 at $2.41 per cubic foot, the 9% fuel charge reduction, the lost sofa and ottoman legs, the smashed entertainment center, the heavily damaged bookshelf and damaged/soiled mattress.
I have attempted several times to contact a KLM supervisor, contact Dave the estimator and get some assistance but I have been unable to even with multiple weeks of daily calls.
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