Complaint Review: Full Service Van Lines

Sonia was our representative. She was very nice and spoke knowledgeably. She quoted us $3154.50 for our move and said that 30 med and 15 small boxes would move our entire 3-bedroom house. Believing that she was a subject expert, we did not question her. To lock in our moving dates with Full Service Van Lines we had to put down a $911 deposit, but they slit it in two payments to hold the dates for us. We provided an initial $455.50 deposit and then a week later she called back for the other half of the deposit $455.50. We asked her if we would need any additional insurance coverage and she assured us that Full Service Van Lines almost never looses any items and she did not recommend it necessary. On moving day, the crew that came to pick up our items arrived late (due to loosing their van keys and having to call a lock smith out) and with inadequate tools to disassemble our furniture (they were asking me for tools). No padding was even used to protect the wall or floors of our last home and while removing our sofa they completely mangled a section of a wall (which I had to fix). Then our price increased after they asked my wife more than 3 times who was paying for the move (and almost all of our house was loaded). Once she finally said that there might be some company reimbursement, Andrew (the foreman) took her outside and told her that the move was going to cost $2,000 more than the original quote because we used larger boxes than what was quoted. I called the company and spoke to Jason who agreed to reduce the increase by $500. Then our move took two weeks from pick up to delivery. We received our items with a portion missing. The crew that performed the delivery at least made an attempt to cover our walls and floors to protect them, but they promised to return the next morning (because it was past midnight) to assemble our kid’s bunk beds and other items, however they never showed up and never returned my calls. The following week Brian from Full Service Van Lines said that he found our missing large dining room table and the glass inserts that go with our coffee table and end tables. He assured us that it was on the truck for the next weekends load and gave us the drivers name and cell phone number. When we did not hear anything by Sunday night we called the driver only to find out that he did not have our items and that we had to call the office the next day. The following day we found out from Brian that there was not enough room on the truck and that was why we did not receive our missing items. He has offered to let us make a claim on them but the insurance coverage that is offered is $0.60 per pound. So we would only receive $1.20 on one glass piece that costs over $200 to replace. Brian has since said that he cannot give us an estimated date on the delivery of our items in case he cannot fulfill on his promises. It has been almost a month since Full Service Van Lines first picked us up and we still do not have all of our belongings.