Complaint Review: Colonial Van Lines - Florida

Description of work: We sold our home and were closing on November 30, 2017. We had looked at many companies and weighed the pros and cons of each. We had contacted Colonial Van Lines in early October, and at the time I was most concerned if they were a 'BROKER'. I had read nightmare stories about people using moving brokers and I wanted nothing to do with a broker. I spoke with a Sandra Schneider at the time and she assured me that they were not a broker, that they indeed were the people who would be moving us from New Jersey to Maryland. As it turned out, we decided to go with another Interstate mover who had fewer cons than CVL. Unfortunately, on Wednesday evening, Thanksgiving Eve, November 22, that mover contacted us to tell us they could not honor or dates. We researched and tried to reach out to a few Interstate movers on Friday but many companies were just not available on the long weekend.

On Monday, November 27, I decided to call COLONIAL VAN LINES back, and left a message on Sandra Schneider's voice mail. At about 9 AM, 'Veronica', Sandra's manager returned my call stating that Sandra was in a meeting. I explained to her what had happened, that we needed to move out of the house by November 29 to facilitate the buyers' walk through so that we could close on Thursday, 11/30. She stated that they could do the move. Again, I questioned to be sure that they were not a 'BROKER' to which she assured me that they were not. Within fifteen minutes of the start of this call, I had given her credit card info to make a deposit of $766.26.

A short time later, Sandra contacted me, and I gave her a more complete list of the items we were moving. She then requested an additional $1390.88, which I gave her. SHAME ON ME... A contract was sent to us about two hours later, and we signed it. We did not anticipate any further problems, and although they were not the mover we wanted to go with initially, we could only hope for the best. We were busy the remainder of the day finishing the last of our packing, and only when we settled down at 9 PM and I started to read my emails did I find that a Mean Cudjoe, Customer Service Account Manager had sent me an email at 6:38 PM.

In that email, she informed us that RE LO VAN LINES of Hackensack NJ would be at our home between 7 and 9 am on November 29. Shocked, I googled this company only to find that the Better Business Bureau gave them a "F" and that there were 36 complaints against them. Further, there were internet comments accusing them of thievery, destruction of goods, disrespect, all in all, a company I would not choose to allow in my beautiful home with my belongings. I immediately responded to Mens Cudjoe's email stating that I was assured that Colonial was not a broker, and that I better see Colonial Van Lines outside my door on November 29th.

I then attempted to call them but of course, no one was there to answer. I also sent an email at 9:25 PM, 11/27 not more than 12 hours of my first dealings with this fraudulent company to Sandra Schneider stating ABSOLUTELY NOT! Not being able to sleep, I was up all night researching companies. At 4:13 AM on 11/28 I sent Sandra Schneider an email instructing her to cancel this move and refund our $2157.14 deposit. At 9:33 am, Veronica called and I again told her that we would not be doing business with them. I stated that they were well aware that they were not the movers, that they 'broker' this out to other companies. I stated that they should have been honest and informed me that they "subcontract" and allowed me to make a valued decision. I stated that I would never have considered RE LO VAN LINES for my move, and they had no right to make that decision for me.

I again reiterated that they assured me that they were not brokers. She stated that many people go on the internet and make disparaging comments about other companies because they are their competition. Later that day, I was emailed by Cedric Page, and then called by him to confirm our move for the following day. Again, I stated that we would not be utilizing their services.He told me they would cancel the move. I actually had to call RE LO VAN LINES . I spoke with Jeff at 1:10 PM and told him not to come to my home or I would be forced to call the police.He stated that he would have to confirm that with CVL.

That evening, at 5:37 PM Sandra Schneider again called to harass me telling me that I was "overreacting", and to inform me that I would not be getting my deposit back. She stated that they had done nothing fraudulent by using an "agent". I was contacted by Doreen on 11/28 as well as 12/1 reagarding our cancellation. I was contacted by Jim Russell who offered to refund me $1200. I told him everything that had happened, stated that I wanted my money refunded in full as his company misrepresented themselves. He refused, told me that $1200 was more than fair, and then told me to have a good holiday. We want our money refunded.