Complaint Review: US-1 Van Lines Moving Company; Lisa - Norcross Nationwide

US 1 Van Lines of Georgia

2065 Peachtree Industrial

Atlanta, GA 30341

(770) 662-8400

8/7/2009

Buyer Beware!

I submitted a request to an online site that refers professional services. A man named Tommy from US-1 Moving company was the first company to call. My fianc was negotiating with another company on the other line who was more competitive so US-1 made promises in an attempt to win our business and beat them. We booked the move for 8:30 a.m. Tuesday morning Aug 4 2009. They arrived 3 hours late at 11:30 a.m. The manager Lisa claimed that one of the driver got sick and they had to drop him off which made them 3 hours late.

They quoted us $413 for 3 hours. Tommy stated that it should not take more than 3 hours to move our home after I described the size of our home and the number of fragile items. After half of my items were on the truck, the manager, Lisa and her crew director Angel arrived and started to quote us for packing charges, etc. We explained to her that her crew was 3 hours late and we have been inconvenience, not to mention that Tommy never told we that there were additional anticipated charges. She acted like she was throwing in the package materials for free but used only blankets instead, which are normally no additional cost, to wrap my breakables. The only items they did wrap were the flat screen TV and china cabinet.

It took them 4-5 hours to load the truck and the crew was unprofessional and rude. As a result of their tardiness and long moving time, we missed our wedding tasting. The travel time to our new residence was 45 minutes because convenient enough, they were finished around rush hour traffic and drove 50 mph. By the time they arrived at our new home it was 4:52pm. Although we request the driver to back into the driveway slowly, in an attempt to get their truck up our very steep driveway, the driver drove forward and rammed the huge truck at 35 mph up the hill and got the truck stuck and damaged the street in front of our home. Although they tried to blame us by stating that "we told them to do it," the officer gave them a ticket and called them idiots stating they should have known better as the moving professionals. At the same time the crew director Angel requested payment after showing us our new bill of $1100!

We informed him that we had only budgeted for the amount quoted and had checks only on the account that had that amount in it. They continued to refer to a contract I did not sign but my fianc signed although all of the items were mine and I was the customer. They refused to take our check although Tommy assured us that they accepted all forms of payment. The bank was now closed and we hadn't had a chance to get to the bank as we waited all morning for them and spent the later afternoon with the movers. Had we known before the drive to our new home, we would have had a chance to stop by the bank.

We made every attempt to resolve the matter with them. We offered, check, business check, American Express, Money Order, Western Union and an chance to break up the payments with half on our Visa and the other half on check. They refused it all and charge us for the time the truck was stuck in the street and no work was being done to move our items.

At about 8:30 pm and all of our options were exhausted, they eventually took our items in their truck and held them over night at their storage location. They refused to allow me to take pictures of my items on the truck and refused to give me a copy of the contract. The next morning Lisa the manager of the facility informed me that the new price which included holding my items over night was now at $2600! At this point she even refused the Visa/Master Card and demanded cash only.

This experience has been a nightmare and has cause major distress. This company is deceitful and gave misleading information with the intention of getting as much money out the move as possible. When the movers delivered my items there were missing items and move was incomplete. The crew even asked for a tip at the end of the move and when my fianc refused, they left without assembling a bed and an office desk because they said their time was up after arriving at 4:11 pm with a 3:00 start time from Norcross, GA. They charged a trip charge twice even though Tommy the sales person I initially spoke to assured me they wouldn't.

The other disgruntled customer is right, please educate yourself and do not allow a company to rob you blind as a result of not doing your own due diligence.

Shay

Atlanta, Georgia

U.S.A.