Rating: , Posted by J.Parrish on Jun 14, 2011
I contracted with Colonial Van Lines to pick up furniture on May 13 no later than May 14th. Would not sign contract for move until they would guarantee pick-up as house was going under renovation. I confirmed all items to be picked up. I have read about additional fees being added at delivery time and expressed my concerns to Roslyn Dubs, customer service rep. She assured me there would be no additional fees. I was paying minimum weight limit of 3000 pounds and I was a little over 2000 pounds.
May 13th - No Pick up - informed would be May 17. The nightmare begins.
May 17th - The moving truck gets stuck in a ditch before arriving for pick-up. Informed pick-up would be May 18th.
May 18th - I added shuttle service to contract as driveway is steep. Sales Rep suggested shuttle service to avoid any delay with pick-up. She said if it is not needed it will be deducted from final total. When movers arrived they had no idea what a shuttle service was and did not know what to do.
Construction workers were waiting at house for furniture to be removed. I had to hire them to move all furniture and appliances to bottom of driveway. They assisted movers in loading their truck.
Late pick-up cost thousands in delayed start of construction.
May 18th - Called Colonial Van Lines and asked that Shuttle Service fees be removed from Contract.
I was informed delivery would be week of May 25 - June 1st as stated in contract.
May 24th - informed delivery would be May 26th. Asked for final price and shuttle service price to be deducted as it was still included. Colonial Van Lines said "agent" was refusing to deduct shuttle service. I was SHOCKED! Not only had I paid 6 men to bring all items to moving truck at end of driveway, they helped the movers load their truck!!!
Colonial said it was their right to charge. I said I was contracted with Colonial Van Line Movers, not these "agents". It came as a shock they used third party movers.
May 26 - Colonial phoned to say delivery would be May 27th and they would not charge for Shuttle Service.
May 27th - Colonial phoned to say delivery was delayed to June 1st.
May 31 - Colonial phoned to say delivery was delayed to June 2nd or June 3rd.
June 1 - Colonial phoned to give new price - added in $150.00 Heavy Rug Fee.
I could not believe it. I gave size of rug when itemizing items and was told no additional fees because I was 30% under weight limit. I protested. Colonial said "agent" had right to charge bulky weight fee. I was told if I did not pay, the movers would not remove my items from truck.
I spoke with Supervisor and she said she would look into it. I was concerned because delivery date kept changing. I told her I had an obligation out of town June 8 - 10. She said no problem because I would have my furniture that week.
June 2 - Kyle called to ask if I had heard from drivers. I said no. He said movers would be at house June 3rd - guaranteed. He said he would call me first thing in morning as I was his priority. That is a quote. I took day off from work. I did not hear from Kyle or anyone else.
June 4 - Tanisha called from Colonial Van Lines Movers to say movers would be delivering on Tuesday, June 7th . Kyle would call Monday and confirm times.
June 6 - Tanisha called to say delivery would not be June 7th but June 8th.
I became very upset. I told her I had already told Colonial I would be out of town June 8 - 10. She said....and I am quoting, " well, you didn't tell me!". OMG are you kidding??? I didn't start talking to Tanisha until June 4th. She said "agents" were not told I was out of town those dates.
I decided to ask for the $30.00 a day reduction for everyday delivery was outside guaranteed delivery date, which was June 1st. Colonial Van Lines movers said they didn't have to pay because I was not available on June 8th. I couldn't believe it. I was in shock.
June 7 - Tanisha called and said delivery would be June 11 or June 12th. I asked for final dollar amount due, I did not want to pay heavy rug charge or shuttle fee.
June 9 & 10 - left msgs for someone to call me back so I would know final amount to get from bank. No one called me.
June 11 - Colonial called to say no delivery until Thursday, June 16th. The said they were still "working" on final price.
June 11 - "AGENT" Trans United called to say they would be delivering June 13th. I said are you sure???? I asked what final amount due was? They had added more fees.....Bulky charge for rug taking up room in truck. I protested. He said he would talk with Colonial Van Lines Movers on Monday before delivery. Delivery would be 12-3.
Monday June 13th - Colonial Van Lines Movers working on final price. Said that "agent" would not remove Shuttle Fee, even though I provided my own service. They changed the name to added "labor Fee". They said "agent" would not remove heavy item charge for rug, even though men I hired helped them load it into their moving truck. They would not remove bulky item charge, even though I had not heard of this fee before.
My husband took day off from work to meet delivery truck.
June 13 - NOON - Leon from Colonial Van Lines Movers informed me that delivery would not be that day, but the next day, Tuesday, June 14th between noon and 3pm. OMG are you kidding me?
When I told him my husband had taken day off from work and this was BS he said he was sorry. When I asked Leon about my late delivery fee being deducted from total, he said drivers said they were set to deliver on June 8th, but I could not take delivery. OMG are you kidding me???? This is 20 days of delivery promises and because I was not available June 8th they are using THAT to avoid reducing fees? Colonial Van Lines Movers said they would see what they could do. I said....I contracted with Colonial, not these "agents".
Tuesday June 14th. - Spoke with Tanisha, she said she spoke with "agent" Trans United, and she was confirming they would be at my house between noon and 3pm.
I protested fees again. She said I would not receive my items if I did not have their money. They would not unload the truck. I told her they were worse than the Mafia!
Tuesday June 14th. - 11:30AM - Leon phoned to inform me that delivery would not be that day. The truck had mechanical problems.
I am now questioning whether anyone has my furniture and appliances. Are they lost? Is this all a scam?
Do not do business with Colonial Van Lines. They have absolutely horrible customer service. They make promises and do not keep them. This is not just one person or one bad experience.....this is over 28 days, 8 customer service reps and 3 supervisors. All of them are trained like stepford wives to say the same thing.......I am sorry for your trouble. I am sorry for your trouble. I am sorry you feel that way. They say they are sorry but offer no solutions. Colonial Van Lines Movers contracts are no good, as they contract with 3rd party movers to move your items and the 3rd party controls the fees. Colonial keeps saying, I'll talk with them to see if they will take that fee off. I'll see what I can do. But the bottom line is if you don't pay you will not get your stuff.
I don't know if I will ever get my stuff. After 21 days of promised delivery dates, I am starting think something is seriously wrong.
I know there can be problems, but how customer service handles problems are direct indicators as to the integrity and values of a Company. Colonial Van Lines Movers do not put the customer first and repeatedly do not call back when they have promised to do so.
I do not know how they are in business with such a horrible customer service team and lack of any sense of responsibility to the customer.
Don't be fooled, they are very good until you sign the contract. Beware of added bogus fees, getting frustrated waiting for a promised phone call, and told if you don't pay you will not be able to get your "stuff". I agreed to their bogus Mafia tactics because I just wanted my things.....I am still waiting and out thousands of dollars.
Do not risk going through the horror I am experiencing....and still do not see any end in sight.
There are too many other choices in moving. Stay away from COLONIAL VAN LINES/COLONIAL MOVERS.
Quote or Order ID: 7030411
Movers Cost: 2396.35 USD
Origin pickup Country: USA
Origin pickup State: Colorado
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Picked up: Late
Destination drop off Country: USA
Destination drop off State: Florida
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Primary contact person (Salesman): Roslyn Dubbs
Secondary contact person: Marcus, Kyle, Tanisha, Brenda, Leon
Dirty Items: No
Stolen Items: No
Damaged Items: No
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