Complaint Review: Superjet Vanlines - Clifton, New Jersey New Jersey

 The first week of May, I contacted Superjet Vanlines to move my stuff from New Jersey to California. Peter “Pete”, the sales person, estimates that the moving will cost me $1600 after I told him the number of boxes ad items I had to move, and claimed that the delivery would happen between 10 to 14 working days.

 On May 23th, the Superjet Vanlines employees come to my apartment to pick up the boxes and showed up 4 hours later. After they load the truck they tell me that I had to pay $2300 because I had more than twice the load I was supposed to have, but in fact I only had 12 boxes more that I estimated.  I have had movers before and the estimate is always lower than the final cost, but it has never been this much greater. But I agree to pay, since all my stuff is already in their truck!

 Two weeks later I contact the dispatcher who promptly gives me the phone number of the driver and tells me that my stuff will arrive on time, or maybe a day or two later, and agrees to contact me in 48 hours. And here starts the problems: I never receive any phone call back!

Three days after I call the dispatcher again, and talk to Michelle, who perhaps doesn’t understand my name, or it sounds funny to her, and she starts laughing at me over the phone and puts me on hold, without even say, “please, hold”. I then talk to Dolores Rodriguez, and she doesn’t know where the driver is and claims that he is in Arizona and that my stuff will be delivered shortly, but she starts laughing again and I hear another person laughing on the background. I begin to become annoyed and ask for their full names but I get disconnected. I call in again and I ask for their full names again and to speak to their supervisor. So now I talk to Lisa Halo, who, after I explain the situation, takes their side claiming that we are in a free world and people are free to laugh, and she laughs as well with the other two in the background! We can all laugh, but if you do it when I ask you where my stuff is, that is rude and unprofessional! I then ask to talk to a manager or the owner, but Lisa claims that that is out of the question. She is the supervisor and the only person I can talk to. I begin to fire up at this point. Lisa claims that my stuff is in Southern California, and that the driver will contact me the day after. At this point I call the sales department and talk again to Pete to report the three ladies for their unprofessionalism.

 Two days later on June 13^th, I still don’t receive any phone call. I finally get hold of the driver who claims that the delivery will happen the week after, Monday 17^th at the latest. That makes it 17 working days, so 3 days later than expected.

 I wait until Monday I call the driver, but I get no answer. I call the dispatcher and get to talk to Dolores who cannot locate where my stuff is but assures me that she’ll let me know within 24 hours, but again I never receive any call back.

 Again I report the lack of professionalism to Lisa Halo, letting her know that they are all being unresponsive, unprofessional and unhelpful. I finally get a phone call from the driver who tells me that he dropped off my stuff at his company warehouse in Southern California and somebody else will deliver it to my house, after this again 2 days of silence. I call in and they promise to call back but they never did.

 On Wednesday 19^th I call in again and ask for a refund because of the poor customer service and false advertisement. When I asked for a $500 dollars discount Lisa claims that they didn’t do any false advertisement and if the sales person sold the moving in 10 to 14 days I should ask him for a refund. I kept asking to talk to the owner or a manager without any luck. She offered a $75 dollars refund to forget about the troubles with the company, but I prefer to write about my experience with this moving company, which is worth much more than $75!

I finally received my stuff on Thursday 20^th only with minor damage and some extra stuff that doesn’t belong to us! Sorry for who lost it! Maybe Superjet Vanlines will contact me and give us a refund and deliver the items properly.

Rip-off: deceiving estimate prices, unprofessional customer service, late delivering and wrong items delivered.