Ignorant use of invalid contracts - Moving Review

On Feburary 22nd, 2011, I did my due diligence and shopped moving companies based off of both reviews and pricing (pricing to out weigh ratings due to budget if necessary). When I called Green Van Lines I specifically asked for 2 quotes. One for the FULL moving deal to include EVERYTHING (ie-packing, loading and hauling). The second to include only loading and hauling. The sales rep that I worked with, Rocky T., told me at least 5 times that the two quotes that I received were exactly what I asked for. I had no reason to doubt because what else would the two quotes have been for since there aren't many options. I knew that I would be moving around May or June so I had left myself plenty of time (3 months) to do my homework. After shopping several companies, Green Van Lines came out with competitive quotes and good customer service. So it seemed. On May 15th, I finally received word from my realtor that my place was going to officially be available to move into on June 1st. I had talked with Rocky several times in between now and then to ensure that my move date would still be available. As we went to put the official move date in stone (2 weeks out), he suddenly changed his tone of voice and hesitated to say, "some things had changed that may impact our deal." He then went on to admit that he had made a mistake on the hourly rate and was off by $50/hr which results in a $1,100 dollar difference in the quote. I was upset but being in business, I understand that mistakes happen. In this case, even though it sounded like an honest mistake I asked for his supervisor for resolution and compromise. In comes Guy Cohen x116, "supervisor." This is the most unprofessional person that I have EVER spoken with. He immediately raised his voice and constantly stated that he saw nothing wrong. He then openly accused me of "trickery" and "lying." I am an honest person and have NEVER reported ANYBODY to BBB or anything similar, but this deserves it 110%. After repeatedly interrupting me when I simply asked for a compromise, after his employee had openly admitted to making the mistake, he continuously raised his voice and told me that he "had lawyers to fight such accusations." He then pointed out some small print on the contract that states specifically, "Unless otherwise stated this estimate does not include packing materials and/or services (i.e. materials such as boxes, mattress covers, bubble wrap and crating.) Should you require any packing materials and/or services you will be charged only per items and/or services used." He then told me, "don't trust anything that our salespeople say, only trust the contract because the salesperson doesn't represent the company. The contract does." WHAT?! How convenient that at the top of the same contract in bold letters it states, "GUARANTEED RATE." After unremittingly interrupting, he then proceeded to tell me how this was a "normal packing quote" and now I was asking for a "full packing quote." This is simply absurd. What would have been the point of me asking for 2 quotes in the first place if one hadn't been "full" and the other "normal." To the common layman, who would know to ask specifically for the difference anyway when the representative of Green Van Lines, Rocky T. had assured me that the 2 quotes I had in hand were in deed what he said they were. When you are told that this quote includes EVERYTHING, why would there be reason to doubt that this quote does not include EVERYTHING? The fact that the "supervisor" told me not to trust his salesman should tell you something about this company and the way it is run. If I hadn't have done my homework, I probably wouldn't have seen my personal property ever again when I refused to pay their ridiculous re-manufactured rates. I am moving on a tight budget and an extremely tight timeline. I have a company, family and realtors invested in this move and I am now losing credibility due to this unprofessional business. Again, I understand that mistakes happen. But, when an obvious mistake (this detrimental) is made and admitted to, management should be willing to compromise. Guy Cohen x116, is absolutely in the wrong position and this company should be reprimanded for their business behavior. They have put me in an extremely precarious position and have caused inordinate amounts of stress as a result.

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