7 Jan 2017 · MoveAdvisor
1.0 out of 51.0
Below is an email I sent Matthew from Orange Van Lines, after finally getting a hold of him. He told me to put everything in an email and he would speak to his bosses. I never heard back from him, as I was told he was put on medical leave. I then called numerous times and sent this email to others and NEVER heard back from anyone- it's been 1.5 years now.
We decided to go with your company because of how personal you were, informative, upfront, the training the movers receive, and because we "weren't going to be another number but a name." You gave us your email and phone number and let us know that we could contact you at any time. We told you that we were wanting our stuff in Seattle at the beginning of March (3rd-5th). You told us that there were already a few shipments in the warehouse and that the truck would be going out at the end of February or the first 2 days in March at the latest. We asked you to be honest and you explained that there is always a window of time but they would be able to get it there maybe a few days later than expected if some unforeseen circumstance were to happen. We were satisfied with that and decided to go with your company and have it all packed up on February 26th. The movers seemed to be doing a good job, but come to realize once we received our stuff they got lazy towards the end of the packing (I will explain later). The guy in charge of the move told us our stuff wouldn't even be put in the warehouse but right in the truck and we would receive it in 7-10 days. So, the following Thursday to Sunday. We were estimated by you for it to be there either Wednesday or Thursday but we understood they had to give themselves a few days just in case something happened.
All was packed up and we were road tripping up the coast. My husband emailed and called you with no response until a couple days later. So we called customer service on Monday, March 1st, only to find out that the truck was not going to packed up until March 5th and leaving on March 6th (around the time we expected to receive the shipment). We were both quite upset as it wasn't because of a flat tire or anything but because it was still sitting in the warehouse. The customer service agent told my husband there was nothing we could do. I called back to talk to her myself and she said with a unpleasant tone "as I told your husband, there is nothing that can be done." I asked to speak to a supervisor but she said she was busy and she would have to call me back. I did not receive a phone call until the next morning, and she too was not very helpful or even sympathetic to the frustrations of living out of hotel with a newborn. She said I shouldn't be upset because they were within their window. I told them that our stuff was packed up on February 26th and it not even being loaded on the truck for another week was not what we were told. We felt like we were OVER PROMISED AND UNDER DELIVERED. I told her that I was contacting her to try to get this issued solved before posting a review. She was no help. I then tried calling you, Matthew, again. I got a hold of you when we finally received the shipment on Thursday, March 12th. I was back in California but husband was there as they could not fit the truck on the street which you said we shouldn't be concerned with. That was an additional $600. The mover, who was contracted out, which you never told us about that did not have any help. His hired people didn't show up and he could NOT find a smaller moving truck so he used his friends to help move our stuff, along with their cars, and we were charged $600 for that- Unacceptable in my opinion.
You told me everything I was experiencing was unacceptable and that you would try to get to the bottom of it. You said you would call me back either Friday or Saturday. I never received a phone call. I called you several days later and you let me know that you were win the hospital, which is why you did not call me. You said you would speak to the owner but you asked me to put all of this in writing first. Once we did unpack our stuff, I realized the packing was very inconsistent. For example, most of our lamps were packed very well with bubble wrap, and then there was one lamp that was acrylic that was in a box, unwrapped, with fireplace tools (also unwrapped) which then scrapped each other and my lamp. There was a frame in that same box unwrapped and the corner was ruined. Not one thing in that box was wrapped.. they just threw it in there and taped it up. Also, there was a random wine glass wrapped but at the bottom of a big box underneath 12 plates and a few platters, so of course that was broken. I understand it is the nature of a move that some things will be chipped or broken, as there were other items that were, but the items I listed above were ruined out of laziness. You held your movers and their training in high regard, so seeing this was disappointing.
We are unsatisfied and disappointed with the whole experience!
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