Rating: , Posted by Gregory McBeth on Jul 19, 2011
I recently moved from Miami to San Francisco and used RVL based on the (mostly) good reviews that I found online. Similar to others, the price I eventually was asked to pay was 225% of the original estimate. In addition, they refused the price match that they originally offered because the other company was "not reputable". The customer service agent also originally scheduled the wrong moving date originally, but fortunately I called up to verify a week prior and got it fixed.
Once I got to SF, the real nightmare began. I called and emailed both customer service and the shipping department on July 7 to get my stuff shipped out. Two days later, no response. I called again and spoke to an agent who referred me to the manager, Danny Goldman who I both emailed and left a VM for (you are lucky if you ever can reach an actual person at RVL, they almost always ask to leave a VM). I also emailed and left a VM for shipping. Again, no response. I then called up again and on the 4th attempt reached an agent who told me that they were moving office, that communication was difficult, and that they she would personally handle it. First of all, what kind of moving company can't communicate with customers when they move? And second, another two days later I still had received no communication from RVL. I then spoke with a lawyer and let RVL know and voila, I got a response (but not from the manager, Danny Goldman, who is really a POS). At this point it was 9 days after I initially tried to contact RVL and they told me the 14 day contractual limit to deliver my items would start then, NOT on the original date that I contacted them. Clearly this is beyond moronic and I contacted customer service department and have yet to receive a response. I was also promised (in writing) a 72 hr max response time after starting the 14 day contractual limit to give me an ETA. I contacted Danny, Anne, and the shipping department after 72 hrs and got no response. It has now been 100 hrs, and no response. I have filed my complaint with the BBB.
Don't EVER use Regions Van Lines
Quote or Order ID: 713451
Movers Cost: 3200.00 USD
Origin pickup Country: USA
Origin pickup State: Florida
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Picked up: On time
Destination drop off Country: USA
Destination drop off State: California
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Primary contact person (Salesman): email@example.com
Secondary contact person:
Dirty Items: No
Stolen Items: No
Damaged Items: No
Official company response to Gregory McBeth's review:
We try to meet or beat competitors pricing. Condition 1) competitor must have B or better rating with the BBB 2) all services must be the equal. Mr. McBeth chose us anyway.
We offer free in-home estimates, best way to receive a binding quote. This was refused by Mr. McBeth. He used a phone quote for estimated costs of his move.
For three weeks we had spotty telecommunications due to bad service by AT&T at new location. This affected email and phone connections. Staff was using personal cell phones. Communications are better. The system has been upgraded.
The flexible time frame agreement is what keeps the pricing at the most reasonable price for these moves. The customer acknowledges by a form that must be signed. The Company made a generous offering as a courtesy despite the fact we are not contractually obligated for any of these complaints. In retrospect, Regions Van Lines apologizes for any inconvenience that may have occurred to, Mr. McBeth, during his relocation process.