Complaint Review: Allways Moving & Storage Inc. on behalf of US-1 Vanlines - Dallas Texas

On Monday, 9/30/13, I contacted US-1 Vanlines to confirm my move for Wednesday, 10/2 from 2-4pm. I was then informed that I would be hearing from one of their local agents who would handle this leg of the process. On Tuesday, 10/01/13, I indeed did receive a phone call that morning, but it was from a representative by the name of Melissa (305-623-2121) in FL. After missing her call due to a business meeting, I returned her call and was directed to connect with moving dispatcher Toni (214-613-1480) in Dallas, TX. Once I connected with Toni, she encouraged me to contact Isaac (818-725-1225) to confirm my move. After making numerous attempts to reach Isaac on his work phone and cell phone (since I could not leave a message on his work phone line) starting, I finally was able to reach him on the day of my move at 10:38 a.m. CST. After inquiring about my move, he placed me on hold for roughly 5 minutes to return to let me know he would call me back in 10 minutes. Unfortunately, Isaac did not call me back until 2:10 p.m., roughly 3.5 hours later. Into the bargain, he also informed me that he would no longer be able to pick my items up between 2 and 4pm and hope I would be able to allow his crew to come by the next day between 8 and 10 a.m. instead. This was very unprofessional since Isaac did not show any courtesy towards my move nor the arrangements I had made with my colleague in TX, Dr. Ledric Sherman. Since I currently live in MN, Dr. Sherman was the point of contact for the logistics related to my move in TX. No respect of his time was taken into account in regards to Isaac's actions.

After following up with Dr. Sherman, I was able to confirm with Toni and Isaac, a new date and time of Thursday, 10/03/13 for 4-6 p.m. - even though I placed a deposit for 10/02. On the new day of the move, I received a phone call from Marcos (832-483-9589) at 4:18pm. He informed me that he and his partner Abraham would contact Dr. Sherman when they were 15 minutes away from the place of pick-up. Unfortunately, Marcos and Abraham did not arrive until 7:13pm and finished at 9:41 pm. Since the facility where my items were stored closed at 9:00 p.m., Marcos and Abraham had to load a lot of my items into their truck NOT packed properly, but informed me that they would properly pack them once they arrived in Houston. Dr. Sherman was encouraged to remind Marcos to contact me before he signed the final agreement since I may incur extra packing costs. Marcos indeed did contact me and informed me that my new total was $2,026.00. Since Abraham would not provide Dr. Sherman with a copy of all the forms he signed, Dr. Sherman took pictures of the papers he signed and sent them to me.

On the following day, I followed up with Toni to request a final invoice with the new values and options for paying my remaining expenses - with my deposit included. She informed me that she would do so on Sunday, 10/06/13. As of today, Wednesday, 10/9/13 at 1:50 p.m. CST, I have yet to hear from Toni or anyone for that matter from US-1 Van Lines regarding the status of my move.

Today, 10/14/13, Toni contacted me demanding I pay the remainder of my order before delivering my items, but I explained to her what was aforementioned above. Furthermore, my grand total increased nearly $400 more than what I was last told by the movers ($2,436.08). Plus, a 4% admin fee.