- Report: #370393
Complaint Review: Cross Country Van Lines - East Rutherford New Jersey
-
Author Confirmed
Why?
Cross Country Van Lines
450 Murry Hill Parkway East Rutherford, 07073 New Jersey, U.S.A.
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Cross Country Van Lines The movers destroyed our property, came 2 weeks beyond our requested time of delivery, ruined our carpeting, generally grossly incompetent,rude to my wife and elderly mother East Rutherford New Jersey
Cross County Van Lines was recommended to us from Nation wide relocation moving brokers. We did not know that 72 complaints were files against Cross Country in on line Better Business Bureau in a three month period. We paid them to pack our belongings.They arrived at 400 pm , finished at 100am, forcing our 84 year old mother to supervise this slipshod procedure. Using boxes 2 ft. by 4ft, they crammed any shape and material into these oversized containers. Upon arrival, bed posts, lampshades,lamps pictures were damaged.
They were to transfort from the midwest to calf. approximate time 7 to 10 days, They were weeks late, We called the company to learn the whereabouts of our goods. First they denied any knowledge of the location of the truck, later they explained it was in Oklahoma, two days later in Indiana. When finally arriving in california, much of the furniture was damaged, clearly as a result of moveing our load around the van to accomodate multiple deliveries and pickups as it wondered about the states
At delivery, they did not place a drop cloth aover the new carpet, then used the dolley in the house ruining the carpet. They made no effort at avoiding scraping the walls . When I complained, I was told to get out my paintbrush. These were totally untrained movers who were overworked , exhausted from hours on the road , unable to hire local help, to assist them in moving a three bedroom household into a two floor dwelling.
The only positive aspect was the behavior of the helper to the driver, who tried to be cooperative, and to advise the clueless driver as to how to properly move furniture.
Cross Country van Lines should not have a license to operate, and the broker who recommends them should be sued for failure to monitor this company and for denying their responsibility for the standard of performance.
In the end, Cross Country Van Lines, will pay 60 cents a pound of brokes goods, and no more than 25 dollars a day that they failed to meet their delivery date. This as they zig-zaged across our country,arranging for new loads, destroying our property,and ignoring their promised delivery date.
Elmer
santa rosa, California
U.S.A.
They were to transfort from the midwest to calf. approximate time 7 to 10 days, They were weeks late, We called the company to learn the whereabouts of our goods. First they denied any knowledge of the location of the truck, later they explained it was in Oklahoma, two days later in Indiana. When finally arriving in california, much of the furniture was damaged, clearly as a result of moveing our load around the van to accomodate multiple deliveries and pickups as it wondered about the states
At delivery, they did not place a drop cloth aover the new carpet, then used the dolley in the house ruining the carpet. They made no effort at avoiding scraping the walls . When I complained, I was told to get out my paintbrush. These were totally untrained movers who were overworked , exhausted from hours on the road , unable to hire local help, to assist them in moving a three bedroom household into a two floor dwelling.
The only positive aspect was the behavior of the helper to the driver, who tried to be cooperative, and to advise the clueless driver as to how to properly move furniture.
Cross Country van Lines should not have a license to operate, and the broker who recommends them should be sued for failure to monitor this company and for denying their responsibility for the standard of performance.
In the end, Cross Country Van Lines, will pay 60 cents a pound of brokes goods, and no more than 25 dollars a day that they failed to meet their delivery date. This as they zig-zaged across our country,arranging for new loads, destroying our property,and ignoring their promised delivery date.
Elmer
santa rosa, California
U.S.A.
2 Updates & Rebuttals
anonymous
Lompoc,California,
United States of America
Response to Anthony Alaya's rebuttal - CCVL does not have a reputable reputation
#2Consumer Comment
Fri, February 19, 2010
Response to Anthony Alaya's rebuttal
Anthony makes a compelling point that 72 complaints versus he 9000 moves made in the same period resulted in .0008% complaints. Bravo! Unfortunately, he failed to mention that 96% of dissatisfied customers don't make complaints. This leaves a big margin of error in Anthonys equation. Maybe he should do some research in consumer affairs and customer relations. He can start by reading Silent Voices: Why some dissatisfied Consumers Fail to Complain. Journal of Service Research, Vol. 7, No. 4 and then move on the rest of the research out there. Additionally, according to Anthony the 72 complaints made were resolvedwhich indicates Cross Country Van lines made some type of compensation or maybe even delivered the services they were actually contracted to perform.
As of the writing of this post (Feb 2010) the Better Business Bureau (BBB) indicates CROSS COUNTRY VAN LINES has a BBB Rating of F on a scale from A+ to F. The Reasons for this rating include: 116 complaints, 3 complaints not resolved, and a failure to respond to one complaint in the last 36 months. According to BBBs web site the grade represents BBBs degree of confidence the business is operating in a trustworthy manner and will make a good faith effort to resolve customer concerns. In other words the BBB has LITTLE or NO CONFIDENCE in this company which is NOT CONSIDERED TRUSTWORTHY. Sorry, Anthony not my words. You might have to take that up with the BBB.
The things described in the complaint ARE ABSOLUTELY INDICATIVE of the level of service that CROSS COUNTRY VAN LINES provides to their customers. Oh, and by the way from personal experience CROSS COUNTRY representatives are almost NEVER AVAILABLE for their customers who have questions, issues, or problems related to their moves.
-->
Response to Anthony Alaya's rebuttal
Anthony makes a compelling point that 72 complaints versus he 9000 moves made in the same period resulted in .0008% complaints. Bravo! Unfortunately, he failed to mention that 96% of dissatisfied customers don't make complaints. This leaves a big margin of error in Anthonys equation. Maybe he should do some research in consumer affairs and customer relations. He can start by reading Silent Voices: Why some dissatisfied Consumers Fail to Complain. Journal of Service Research, Vol. 7, No. 4 and then move on the rest of the research out there. Additionally, according to Anthony the 72 complaints made were resolvedwhich indicates Cross Country Van lines made some type of compensation or maybe even delivered the services they were actually contracted to perform.
As of the writing of this post (Feb 2010) the Better Business Bureau (BBB) indicates CROSS COUNTRY VAN LINES has a BBB Rating of F on a scale from A+ to F. The Reasons for this rating include: 116 complaints, 3 complaints not resolved, and a failure to respond to one complaint in the last 36 months. According to BBBs web site the grade represents BBBs degree of confidence the business is operating in a trustworthy manner and will make a good faith effort to resolve customer concerns. In other words the BBB has LITTLE or NO CONFIDENCE in this company which is NOT CONSIDERED TRUSTWORTHY. Sorry, Anthony not my words. You might have to take that up with the BBB.
The things described in the complaint ARE ABSOLUTELY INDICATIVE of the level of service that CROSS COUNTRY VAN LINES provides to their customers. Oh, and by the way from personal experience CROSS COUNTRY representatives are almost NEVER AVAILABLE for their customers who have questions, issues, or problems related to their moves.
Anthony Ayala
L:os Angeles,California,
USA
Response to comments about the BBB and compensation for lost/damaged items
#3
Fri, August 21, 2009
This person states that Cross Country Van Lines has 72 complaints to the BBB over the last 3 years. What they fail to mention is that over that period of time, we complete approximately 9,000 moves. This means that far less than one percent of the moves we complete result in a complaint (.008%) They also fail to mention that each and every complaint was responded to and resolved.
This person also complained about the anmount they were compensated.
We offer BOTH types of protection to our customers for lost or damaged items.
There is "Valuation Protection" which is required by law to be provided at no charge or the customer has the option of purchasing Full Value Replacement insurance.
All of our customers are required to choose which protection they want at the time of pickup and indicate their choice in writing.
The things described by this person are absolutely not indicative of the level of service that we provide to our customers and although I'm not familiar with the details of this particular move, we are always available at anytime if any of our customers have any questions, issues, or problems relating to their move.
Respectfully,
Anthony Ayala
Director of Sales
Cross Country Van LInes
