Complaint Review: Supreme Vanlines Inc.

This has been the most outrageous move! Do NOT use Supreme Vanlines!!

For starters, I was quoted $2,000 under the actual cost of the trip. When I realized that the weight was probably not accurate, I called the week of my move to get an updated quote and was told not to worry about it. "It will be fine. A few dollars over, no big deal." Well, a few dollars ended up being $2,000 over the original $1,250 that was quoted!! This is such a SCAM! They purposefully quote lower than other companies so people will go with them, then charge more than other movers.

When moving day finally arrived, the movers were 7 hours late, getting to my house at 8:30 at night. I called the main number every hour to see if they had any updates and they just told me to call the driver....good customer service example #1. The driver never answered and I had no idea what was going on until they arrived at my house 7 hours past the time they were supposed to. They stayed until 11:30 pm, packing the truck...very professional considering the pick up time was between 9am and 1pm.

It only got worse as I was charged $600 for packing materials because I was NEVER informed that they have certain regulations about the way things must be packed. It was not listed anywhere in my contract, online, or anywhere else. I even asked my sales representative if there were any specifics on packing I should know and he simply replied that fragile items and furniture would be wrapped in blankets at no additional charge....well, $600 did not feel like "no additional charge".

NOTE: On the top of my signed contract, in red bold letters, it states "Delivery between 6-10 and 6-15"

When the week of 6-10 came around, I called to confirm that my shipment would be arriving and to see if they had an estimate what day it would come. During that conversation, like every other time, they said they would call me back and of course, failed to do so. After 3 more calls, I was informed that it was still at the warehouse and would not be leaving until 6-16.

To make a very long story short, I have called the company probably 30 times and each time, someone says they need to get some paperwork and will call me back later tomorrow. Their customer service is the absolute worst! I have been yelled at, interrupted, and straight up told I am wrong--they have all the answers, naturally.

Under the "Your Rights" section on their website, they state "If the mover fails to pick up and deliver your shipment on the dates entered on the bill of lading and you have expenses you otherwise would not have had, you may be able to recover those expenses from the mover. This is what is called an inconvenience or delay claim. Should a mover refuse to honor such a claim and you continue to believe that you are entitled to be paid damages, you may sue the mover." When I read this to the customer service manager, he told me the date of arrival was an estimate and they have 21 days to deliver the shipment. That's interesting considering they have the delivery date in red under the words "binding contract".

You get the point by now....dealing with Supreme Vanlines is just one nightmare after another. When you pay a lot of money for a service, you expect to not only have the order completed based on the contract, but also a little courtesy with that.

Ruth
San Diego, California
U.S.A.