Complaint Review: Horizon Van Lines California Coast Van Lines

I booked my move from Bakersfield, CA, to Wichita, KS, with Lisa at California Coast Van Lines. Our agreement was that California Coast could pick-up my belongings on whatever day was convenient for them AS LONG AS my shipment was loaded onto a truck and driven DIRECTLY to Kansas no storage involved.

The agreement also was that my goods would be delivered between September 1, 2006 and September 3, 2006, with a 95% chance of them being delivered on September 1, 2006. (This is evidenced in an email dated 7/27/06 from CA Coast to me. This email was forwarded to Sigal and Mia, owner and manager, on 9/2/06).

I was also told that my shipment would be transported by CA Coast employees in trucks/trailers with the CA Coast logo.

The day before the move (8/16/06), I found out (from someone answering the phone at 866-358-9090) that California Coast Van Lines is the same company as Horizon Van Lines.

I did some research, found out Horizon Van Lines has an F rating with the BBB, and called to talk to Lisa. Mia told me that Lisa was on family leave. I told her my concerns with using a company with an F rating after I'd been assured that the company I booked with had NO complaints against them (which I verified w/ BBB online and with ripoffreport.com).

Mia told me that Horizon and CA Coast are indeed 2 separate companies owned by different family members. She also told me that Horizon had had problems in the past and that Horizon asked CA Coast to help them rectify their problems. She further assured me that my shipment would be handled by a completely separate crew than Horizon, and that my belongings would be in the possession of California Coast Van Lines the entire time from pick-up to delivery.

She ASSURED me that I would be COMPLETELY satisfied with using California Coast Van Lines.

I agreed to go ahead and use California Coast Van Lines based on Mia's assurance to me. On the day of the move, 2 small moving vans with Enterprise Rental logos arrived at my house. The foreman, Moran, told me that my goods would be transferred to storage in L.A.

This was not the agreement, but he GUARANTEED that I would be COMPLETELY SATISFIED with the service I would receive from them. I accepted, and they began loading.

Midway through the day, Mia called and said that Lisa had been fired because she had told me disparaging things about the company. I told Mia that Lisa HAD NEVER said anything bad about the company, and she sounded surprised.

On a walk-thru after the truck was loaded, it was noted that a 2 x 4 hole had been created in the wall by the master bedroom. It was also noted that moulding coming up from the basement stairs had been broken off. Moran called Segal, who approved a $150 discount on the spot for the damage.

On 8/23/06 at 12:10pm PT, Mia confirmed that my delivery would be made on 9/1/06. On 8/23/06 at 2:40pm PT, Mia called back and said that they driver would not arrive until 9/3/06. She said she was still looking for a driver to arrive by 9/1/06.

On 8/24/06 at 4:30pm PT, Mia called to say that she had a driver who was 95% sure he would arrive on 9/2/06. On 8/31/06 at 12:30pm PT, I called to confirm the date and time that my shipment left L.A. Mia said the shipment had left on 8/30/06.

She gave me the driver's, Paul, phone number so we could stay in touch. On 8/31/06 at 6:00pm PT, Paul told me he would arrive between 10am and noon on Saturday, 9/2/06. On 9/2/06 when Paul did not arrive at the promised time, I called and left a message.

On 9/2/06, when he called back, he said that he had not left L.A. until 9/1/06, and that he was in Arizona at a DOT inspection that he had failed.

On 9/4/06, Paul's dispatcher, Joe, from Empire Moving & Storage, called to say Paul would arrive at 6:00am CT on 9/5/06.
The shipment finally arrived on 9/5/06 at 9:00am CT.

The driver would not accept my payment in the form of a bank check (issued from my credit union and their parent bank, Emprise Bank) which is the form of payment that the main office of California Coast told me to use when they picked up my load.

He also told me I needed an additional $300 for the stairs and distance however, my contract stated that one flight of stairs was allowed, and we only had a flight of stairs. I ran to the bank to get cash, and he started to unload. He arrived with only one person to help, so my husband ended up unloading as much as Paul and his helper.

I took meticulous inventory, checking off the inventory sheet and making notes as they unloaded. When everything was unloaded, there was one small box missing. I called California Coast immediately, and they said they would look for it.

7 days after my load was delivered, I filed a complaint with Anthem Management for damages to every piece of furniture that isn't upholstered, as well as for many broken dishes, and a broken dining room table base. I included photos. Anthem assessed the damage, and recommended that California Coast pay me $400. This is about 20% the cost of replacing or repairing the damaged items, but I signed the claim and sent it back to Anthem.

Anthem submitted the claim to California Coast for payment on 10/31/06. It was never paid. On 12/28/06, I found out that California Coast (per Libby) claims they never received the settlement. Anthem faxed it again on 1/2/07.

At this point, Libby of California Coast Van Lines and Horizon Van Lines said that California Coast had gone out of business and that Horizon was not responsible for the claim because the HANDWRITTEN company name on my Bill of Lading was California Coast (even though the inspection/cost paperwork said Horizon).

Since then, the 800 number for CA Coast has been disconnected, their website has been taken down, and Sigal (owner) and Mia (manager) are now working for Horizon Van Lines. Sigal refuses to answer her phone (818-652-9391), and I have not received settlement for the damages done.

I researched California Coast Van Lines on BBB.com, ripoffreport.com, and movingscam.com prior to booking my move with them. There were no complaints against them, and I didn't learn that they are affiliated with Horizon Van Lines until 24 hours prior to my move. I should have backed out immediately, but I didn't. Don't make the same mistake I did.

Kristin
Wichita, Kansas
U.S.A.

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