Complaint Review: Virgin Van Lines

Some of my packages to be delivered were searched through and items were stolen. Also an entire package is missing and was not delivered. I booked Virgin Van Lines online to move my household items from Washington state to Alabama. Two of their movers picked up my items. The actual truck that they used to pick up my items was a Budget truck and not a "Virgin Van Lines" marked truck. When I asked why, the driver said because the 18-wheeler would not fit in the apartment complex. Mary (1-800-790-5405 EXT. 106), relocation agent of Virgin Van Lines provided my estimate. I have paid a total of $1213, plus an initial $25 cash tip given to the pick up driver at the time. On Wednesday 5/22/2013 another driver, calling himself "Jacob" delivered my items to Alabama He was driving a red 18-wheeler with white trailer. There were no markings saying Virgin Van Lines.

The dispatch person goes by "Danny" (provides phone # 1-408-500-6602), but shows up as 1-818-982-2579 on caller ID. However Mary refers to the dispatch person as being "Dave" and provides the same phone # 1-408-500-6602. This can be verified per email correspondence. I also have voicemail messages from him referring to himself as "Danny." I believe it's likely "Dave" and "Danny" are the same person. All these people have foreign, possibly Mexican accents.

When I started to discover my items were searched through and some missing, I asked the delivery driver Jacob about it, and he initially denied it w as possible. Then he said it w asn't him, and that it probably happened at the warehouse. Even before I realized items were missing, I noticed most of the boxes had been opened and poorly retaped. Before I said anything, he already was explaining the condition of my boxes being due to "poor packing" w hich was a red flag because I hadn't said anything. I also have over eight years experience w ith packing, shipping, and warehouse merchandising myself. My items w ere well packed, and well taped. Even some of the items security taped and placed inside boxes had apparently been searched through. At one point the driver even brought someone else's box of belongings (clothes) inside, but I informed him that those items did not belong to me. He returned the box the the trailer.

He told me to call the company before he left. I called Mary, who transferred me to the dispatch person. I believe that was "Dave" or "Danny." I told him my boxes had been opened and rummaged through and items were missing. Even a lock I had on one suitcase was completely missing, indicating they somehow removed the lock to search through it as well. I said I was going to call the police and they insisted that I not do that, which is a red flag to me. They did not want any police involved at all. Too bad I had already paid and signed the delivery papers. As I was calling the local Police Dept., Jacob was leaving.

I have documentation of all this, including photos of my items, before and after, as well as photos of the movers, and it has been forwarded to the police.

I have not received a phone call after my initial conversation w ith the dispatcher and delivery driver and agent on 5/22/2013. I have called and left messages to no avail.

The Police is investigating.