Complaint Review: Allegiant Van Lines - Internet Internet

Allegiant Van Lines quoted 55 cents per lb plus $100 origin/destination "fee". Amended estimate added $989 for zero deductible for $72K insurance. Customer requested details for "added charges" vs. inclusive rate and copy of terms and conditions of move contract and insurance for hhg's in transit. Told by sales rep that the boxes were expensive ($15/each) and it would be cheaper to supply my own. Also asked sales rep to advise if they were a "broker" and he said they were not but they used Emerald Relocation out of Kent WA for the packing/loading and driver. ([email protected]).

On 2/1 Emerald relocation showed up at my storage facility and as I had been told by the sales rep at Allegiant I purchased 45 total of boxes and in addition had packed all the goods and supplied empty boxes for their use.  In addition and in the presence of the Stor-House storage facility manager, I advised the lead loader for Emerald that if there were additional boxes required that he was to get the boxes (cheaper) through Stor-house.  IT was not until I recd the "final" invoice from Allegiant with a 150% markup and they had used their own boxes. The same boxes from Stor-house was $306 vs. $710 added to the "final" invoice. In addition, there was $650 of damages that Emerald caused and I was charged $165. Allegiant and Emerald were told of the rules and that they would be responsible and be charged for damages or cleanup. I was present and went to clean up after Emerald had loaded and I was told directly that all the cleanup was done and that I didn't need to clean up after them. Debris was left in each of the storage rooms and also swept into the facilities yard and lawn according to the Stor-house Manager (who was present when Emerald was told to not use their boxes but use Stor-house).
 
In addition, when I finally recd the "final" invoice last week (i.e. 2/20) there were boxes count from boxes from Emerald that was in a different color ink (blue) and should have been available on 2/4 not 2 weeks later when it was finally sent.  When Emerald gave me "trash" to throw out they had gotten a pet scooper out of the pet box and used it to sweep garbage and broke it. Furthermore, they had torn up boxes and put them in one of the boxes that I purchased. Both boxes of "trash" were boxes that were brand new and were part of the 45 boxes/tape that I purchased prior to Emerald's arrival and told then to use.

I asked who my customer service rep was and I was told my sales rep and customer service rep would be advising me on my move and driver location and that I would given detail driver information and phone number of the driver on Monday 2/11/13. I recd a voice mail message from one of the Customer SErvice reps stating that I should be receiving my items(delivery) at the end of the next week (i.e. 2/14 or 2/15) but I was not contacted AGAIN and I never heard ONE SINGLE word from Allegiant on 2/11/13 or after. The next communication was from the driver who called on Saturday 2/16 at 11AM for delivery between 5-6 PM and wanted the address at the storage unit for delivery and over $5K in cash or US postal cashiers check/money order. While I was available and had taken calls from the car transport driver who had called over 24 hours before delivery time, I heard NOTHING back on delivery from Allegiant/Emerald. 

Not only was there the unsanctioned charges for the boxes included in the $5K+ amount but neither the driver or Allegiant or Emerald had sent the detailed invoice statement of charges (only way I could be reimbursed as was told to Allegiant (from 2 sales reps to 3 customer service reps in writing and verbally) as well as Emerald) on several occasions before we agreed for the services. In addition the damages charges were not excluded in the amount and the final charges did not include the 2 payments up front for $2097 and $2102. I didn't receive a detail "final" invoice (which was still not correct) until 2/20. Although requested, I have not recd any status or update on my goods.