Complaint Review: World Wide Van Lines - Lewes Delaware

World Wide Van Lines, L.L.C.
Phone Number: 866-539-9985
www.worldwidevanlines.com
Mover Number: 1712950
Salespersons name: Mitch
Dispatcher: Maria
 
After several quotes from various vendors, I entered into a contract with World Wide Van Lines on May 2, 2011. The move was from Tucson, Arizona to Charleston, West Virginia on June 1, 2011. I took care of arrangements. My brother in Tucson has a rare form of leukemia and was unable to contend with logistics of the move.
 
Between June 23rd and June 29th, thirty-eight calls were made to customer service (866-539-9985 and then press #3). Not one of them returned. Just a message saying we are currently helping other customers and leave your name and number and will promptly get back. On several occasions I asked for a supervisor. Maria the dispatcher, gave me the name of  Kevin Lylle. Of course, he has not at his desk, so I got his extension number. Kevin Lylle at extension number #429 never picked up. Calls to the main number 866-539-9985 and to his extension were never answered and never returned.
 
World Wide Van Lines misrepresented themselves. At no time did they tell me they were a third-party vendor who were only involved with logistics and not the move itself.  A brief excerpt from my contract:
All QUOTES INCLUDE:                                                        

Taxes*Tolls*Fuel
All Loading & Unloading (Door to Door)
Padding & Wrapping Of Large Furniture & Electronics
Standard Disassembly & Reassembly of Beds & Dresser Mirrors
Valuation Coverage Of $.60 Per Pound
 
From Mitchs pitch to their website, the business looked legitimate.
The move was scheduled for May 30, 2011 with a 48 hour pick-up window. 
May 30, 2011 no one showed up to pick up. I called and was told they would come May 31, 2011.
May 31, 2011 no one showed up to pick up. I called and was told they would come June 1.
June 1st, 2011  no one showed up to pick up. I called and was told they couldnt be there until Friday, June 3rd. There were two problems with that: first it is past the 48 hour window and my brother has been without his belongings since it was packed up on May 29, 2011. Second, my brother was to fly out of Tucson to Charleston on Friday. After a brief and heated discussion, I was told they would come on Thursday June 2, 2011. Instead, a Ryder truck came June 1, threw his belongings in the truck and left. The movers told my brother that he needed to prepare to pay extra because his stuff weighed more than 2,000 pounds. They did not weigh his stuff. My brother who had previously been in the moving business assured them that it did not and we would deal with the poundage when his belongings arrived in Charleston, West Virginia. One of my brothers best friends owns a Ryder franchise in Charleston and was willing to weight the truck before and after loading occurred.
The contract states that the delivery would be made on June 7, 2011. Fine print says they have 30 days to deliver due to a variety of mishaps that may occur.
June 7, 2011 I made the first of a series of calls to World Wide Van Lines. I was told the stuff was still in Tucson getting ready to be shipped. That means another week.
June 14, 2011 called World Wide Van Lines. Talked to Maria. Maria said she would locate the driver and delivery would be within the week.
June 21, 2011 called Maria at World Wide Van Lines. She said my stuff had already been delivered on the Saturday before. I assured her that neither my brother nor I had received our stuff. She hung up and called me back and told me it would be delivered next week. My question to her was, I you dont know where it is, how can you tell me when you are going to deliver it?

 I asked for a supervisors name. Kevin Lylle at 866-539-9985 extension # 429. I called and he did not pick up his phone or call me back when I left a message. I called Customer Service and received this message. You have reached Customer Service. We are currently serving other customers at this time.  Please leave your name, your job number, and a number where you can be reached and we will promptly get back with you. I AM STILL WAITING. (I called thirty-eight times in the span of a week; left my name, job number, and phone numberno response)

On this date, I also called Mitch the person who sold me the contract. He told me that was not his job, but he would see what was happening and try to find my stuff.
June 2224, 2011 I made a series of calls to 866-539-9985. Both to Maria and to Customer Service 866-539-9985 #3. I wanted Maria to be able to tell me where my stuff was and I wanted to talk to Customer Service about their customer service.
June 24, 2011 I called Maria at dispatch at 3:30 pm. Maria told me my stuff would be delivered by midnight tonight. I asked where my stuff was and was put on hold for 20 minutes and when she returned, she gave me a number for a driver. I called 205-915-1008. I asked if he was a driver for World Wide Van Lines. He said he was. I asked when my stuff would be delivered to Charleston, West Virginia. He told me that he doesnt deliver to VIRGINIA. I told him not Virginia, West Virginia, He told me he doesnt deliver to any Virginias.

I called Maria again. Maria gave me another number. Another driverCarlos. 424-354-6619. I asked him if he was a driver for World Wide Van Lines. He told me NO. I asked him if he was affiliated with a moving company and he said Yes. Does he know where my stuff is coming to Charleston, West Virginia? NO. He gave me another number 602-722-9469. I called the number and asked if he was a driver for World Wide Van Lines. Slammy said YES. I told him that Maria said he would have my stuff delivered to Charleston, West Virginia by midnight. He chuckled and said that that would hard to do since he was in Texas.

 I called Maria back. She wouldnt come to the phone. I called Mitch. He apologized, but said that he just sells the contracts. Hes not responsible for the delivery. I called Customer Service. No response. 
June 25-June 28, 2011 A series of calls were made to Mitch, to Maria, to Customer Service, and to ghost supervisor Kevin Lylle. No response from any one. Finally, I get another dispatcher. I used another phone to call from since they probably had my number memorized. She tells me that she will find my stuff and will call me back. She calls me back and tells me that my stuff should come tomorrow. I asked her for a driver number, but she didnt give me one.
June 29, 2011 The truck arrives. My brother calls me to tell me that everything in the truck is trashed. His stereo, his entertainment center. His boxes had been opened. He has a scooter that had about 1,000 pounds dumped on it. It was torn all to pieces-literally. The windshield was off, brake lights were off, the seat was brokenmuch more. A neighbor came over, Scott Higginbothaman uninterested party to witness the condition of the stuff. We took pictures.  The cross-country bicycles frame was bent.

 The driver gave us his number and his name. He was one of the good guys. He said he would not ever pick up and deliver for World Wide Van Lines again. I looked in the truck and the persons stuff behind ours was also shambles. I felt bad for them also.

While the truck was being unloaded, I called Maria, and Mitch, and Kevin and Customer Service and complained. Not response from Kevin, Mitch, or Customer Service. Maria told me that I could file a complaint and it would take 120 days to process. 

The driver stayed with us for about an hour assessing the damages. He signed my delivery contract and said he is willing to give a deposition as to the damage.

We received only the last page of the itemized articlesthere were three in all. The driver said that was the only page he was given when he took the shipment. 
June 30, 2011 I receive a World Wide Van Lines claim form from Mitch via e-mail.

My brother received about two-thirds of his shipment. Many articles found in the boxes that he packed were not his. A third of his belongings that did arrive are trashed.

 I am in the process of filing a complaint with all the appropriate organizations: West Virginia Better Business Bureau, West Virginia Attorney General, and any other organization that has impact on regulating bad businesses.
Neva Long
 
(((REDACTED))) @msn.com
 
  CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.