Jolene H.'s review of United States Van Lines

United States Van Lines

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Customer Reviews & Ratings
Complaint Posted 11/21/2010
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Review 11/21/2010
Please, if you value your hard earned dollar, DO NOT USE this company!!! I contacted United States Van Lines for a move from Peoria, IL to Houston, TX at the end of October 2010 for a November 2010 move. Robert Igneri is the sales representative I was dealing with. He was very nice and enthusiastic and I felt like I could immediately trust him. We went through a detailed list of items our place, and he specifically asked me if I had any glass-top tables, art, flat screen TV's. I informed him of all of the applicable items and was sent a quote. I noticed that those items were not on the quote and his response to me was, "don't worry about'll be taken care of". So, I paid my deposit and my total quote was $1602.23 for a weight 3,006 lbs (which he said we were WAY overestimating)!!! Plus, he said that we could physically watch them weigh the truck. He also confirmed that I would be able to pay by credit card at delivery. A few days before my move, I was contacted by another man, I believe his name was Tom. Tom said he thought that my weight was under by 378 lbs. So, he then charged me an additional $214.94 for a total of 897.23, leaving my balance at delivery of $987.65 and a total weight of 3,384 lbs. So, I was ok with this because Tom informed me this would save me from a HUGE up-charge if it had gone over the original weight. I got a call less than 24 hours before the movers were to show up, unlike the 24 hour time line I was told I would have. I, as relayed to USVL, would be unable to be there at time of pick-up but had arranged for my boyfriends Mom to be there. She was there when the company showed up the next day. The company was within their time frame, which was much appreciated. As soon as they were finished, I got a call from the driver, stating he thought my weight was between 3,500-4,500 lbs. and that he would be charging me for the packing fees of all of my glass top tables and artwork...all of this which was relayed to Robert, who told me it would be taken care of. I get a call after the weigh-in, stating that the weight was 4,000 lbs. (which we did not get to witness, as promised). In the meantime, I am calling Robert and asking how this happened and how much I would be charged. He has no idea what the charges would be, had nothing to say and told me he would call me back the next morning. He never called. I called to speak with him and he said he would get back to me, because we had, "7 hours to work on this", as he was at the office for 7 more hours. 4 hours after not hearing from him, I called him. He said he was just getting ready to call....hmmmmmm....then informed me that he put in a request for a reweigh and that's all he could do. So, the movers called me today, Saturday November 20th at 3:39 pm, and said that I would need to have $1607.00 in a cashiers check, certified check, or cash for their delivery tomorrow (SUNDAY!!!). How can I get to a bank on a Sunday for this and why am I not able to pay with credit card as promised? So, I am currently waiting for my delivery until Monday (which I have to work a 12 hour day shift on Monday and Tuesday, that's why I wanted to items delivered Saturday or Sunday). I will have to speak with this contracted company and try to see if I can go see the truck being weighed, negotiate the price and set up a delivery time without being penalized. Who knows how I will be able to do all of this as I start my NEW job on Monday. Here's an itemized list of everything Robert lied to me about: 1) I would get to see the truck being weighed 2) Not to worry about packing of the glass/ would be taken care of 3) The movers would go up to 5 flights of stairs....NOT TRUE, only 21 stairs per the contracted company 4) The estimated weight would be WAY over what I had and I would probably end up getting a refund at time of delivery 5) Failed to mention that they were a broker, not them that would be moving me (and omission is a LIE) After talking to Robert and the Customer Service Dept. at USVL, I was basically told the only thing they could do was request a re-weigh and request that I get a discount on the packing. Other than that, there was nothing they could do. They were unwilling to admit that they were deceitful and just plain unethical. They said because it was a phone conversation, nothing that Robert said could be proved. I am a travel RN, with the potential of moving every 3 months and was looking for a company I could come back to time and time again. This company, unless they make it right, won't be the one. Moving is stressful enough, but with bad business people, it's almost unbearable. The stress from this has already started to affect my health. I don't know how the sales people at this company sleep at night, but I hope this letter helps them realize the negative impact they have on their fellow human beings... I will update this status after I have dealt with the contracted company.
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Hours   Phone   (188) 833-22850 Address   1420 Celebration Blvd., Ste 200
Celebration, FL 34747
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