Chris C.'s review of Five Star Van Lines

Five Star Van Lines

Customer Reviews & Ratings
Complaint Posted 5/4/2009
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Review 5/4/2009
We used 5 Star Van Lines for our move from San Mateo to Seattle last month and had the worst experience we have ever had with a move. It started with our due diligence on companies and since this was listed at a BBB ranked company and my conversation with Carrie the sales person was very helpful and said all the right things. The quote was for $3300 for packing all our belongings and moving it up to Seattle. I had repeatedly told Carrie it was a big house and went through the big items in the house, and I asked her if she wanted for someone to come to assess the volume of the house. She said they didn't need it, they did this all the time, and gave me an estimate of how much weight we had. It turned out that everything they told me was not only wrong, but 100% wrong! We were supposed to have our own truck coming on Thursday morning to pack our house with 4 movers. They arrived 6 hours late with a way too small rental truck and only two movers who didn't even know they were supposed to pack our belongings. When they arrived they wanted me to sign another blank estimate for the weight, which I did not do, since I was already regretting my decision. Instead of packing in one day and driving up to Seattle, they took 3 days to just pack with the same small truck which put us in a dilema with the new owners who were supposed to move in over that time. On top of the delay, the movers were careless and sneaking alcohol while we were trying to run other errands. After they had all of our belongings at some warehouse we had to move out of the house and drive to Seattle. When we expected our belonging the next day in Seattle, we received a call from "Mike" who explained that the quote they had given us was to low for the weight and now the price was increased 4 times, and the insurance we thought we were getting was now 4 times the cost! I had requested additional insurance once I saw how they were packing our stuff. The quote over the phone was $250, but I never did receive any confirmation, or e-mail that they actually bought the insurance. On top of this, they would not ship our belongings until I wired money to their bank accounts! Eventhough the agreement specified that we pay when the shipment arrived at our destination. This was too much for us, but because they had all of our belongings they didn't care how much we complained. They would not take a credit card or a check when they arrived. In the end we were able to find out where they were holding our belongings and talk to the owner about our "hostage" situation. Luckily for us he took over our belongings and put it on his trucks to send to us. All in all, it took 3 weeks to get all of our belongings. This moving company is the worst company I have ever dealt with and did not tell us the truth about anything, then held our stuff as hostage to increase the fee. If you are moving do not use this company
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Additional Business Information
Hours   Phone   (310) 948-8225 Address   2160 E. Century Park Apt. 707
Los Angeles, CA 90067
Website Email
Contact   Carrie Prescott Other  
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