National Moving Network

National Moving Network “NMN” (Broker), and Midwest Relocators; aka, Progressive Van Lines; aka AY Transport - . May 13, 2004, we went online to MonsterMoving.com and requested a quote for movers. We have never contracted with movers before so were not aware of the procedures involved Moving Household Carriers

National Moving Network, Miami, FL

Progressive Van Lines, Pembroke Park, FL

Progressive Van Lines, San Jose, CA

AY Transport, San Jose, CA

AY Transport, Chicago, IL

This is a dual complaint against a broker and a carrier: National Moving Network “NMN” (Broker), and Midwest Relocators; aka, Progressive Van Lines; aka AY Transport 1. We were living in Mechanicsville, VA when Dan was offered a position in Columbus, OH. We had only 3-1/2 weeks to move. 2. May 13, 2004, we went online to MonsterMoving.com and requested a quote for movers. We have never contracted with movers before so were not aware of the procedures involved. 3. We were contacted by National Moving Network by email telling us they would contact us by phone shortly to give an estimate based on what we gave them as an inventory (sight unseen). 4. We were contacted by Matthew S. “Certified Move Consultant” who took a verbal inventory over the phone, and he quoted us a “Total Charge” of $1,403.00 and a 2-day window of delivery. We agreed to deposit $500.00 by credit card. We also requested the services of an auto transporter and were given an estimate of $700 to pickup and deliver one automobile to Ohio. 5. We received a contract in the mail stating: Total Charge: $1,403, Deposit: $500; Balance Due: $903.00; Estimated pickup date 6/2/04 to 6/3/04 (we needed to be in Columbus the weekend of 6/5-6/6 as Dan had to be at work on 6/7/04. Estimated weight 2,400#, ETA 5-7 days 6. I called Matthew asking about the 5-7 days ETA and he assured me that was standard and was put in every contract, no matter what the distance, but, again, it would only take 2 days to get from Mechanicsville to Columbus. Just have $903 COD. He stressed several times the 2-day delivery time and the $903 COD, never giving a clue that it could cost more. I signed the front of the contract agreeing that our deposit was non-refundable, but failing to read the “small print” stating that the contract was “non-binding.” With so short a time frame, I guess I just wanted to get it over with. Matthew knew we had a short timeframe in which to move, and he kept stressing the move would only take 2 days. The term “non-binding” was never mentioned, nor was it explained to me. If I’d heard the term “non-binding,” I’d have questioned it immediately and asked for full explanation. I asked where the contract was for the auto transport and was told that was a separate part and I would receive that material separately. I never heard another thing about the transport and finally took care of it myself, and it only cost me $596. Enclosed with the material was a flyer stating to ask for pre-payment discounts for paying the balance due. I asked about this, and was told we were already given a “great” price and the discount would be minimal, but he’d be sure to have Sandy the Customer Representative) mention it to me. It was never brought up again. I asked about a few items that we neglected to mention, i.e. 2 adult bicycles, several small carry-on items and what if we had more than 50 boxes? Matthew assured me there was an allowance of several hundred pounds and we could go as high as 100 boxes, and it would not affect the quote of $1,403.00. He said that a customer representative would call me 5 days in advance of the scheduled pickup date with a confirmation of the date and time. This was the last time I was “allowed” to speak with Matthew. 7. We never heard another thing from NMN and became quite concerned because we were now approaching a holiday weekend and we were scheduled to move that following week. I called our rental agent and asked if we could move in a day earlier than originally expected and was told yes, but it would cost an additional $28. 8. On Saturday, May 29, 2004, I started calling NMN and was told my file was no longer being handled by Matthew and I was not allowed to talk with him. I was put through to Customer Service. I insisted several times that I needed to speak with a real person because I’d been put through to so many voice mails, and I needed some immediate answers (Monday was a holiday, and I knew I’d get no responses on that day). I left Sandra, my customer representative, a voice mail around noon that day. I continued to call all kinds of extensions trying to talk to and get answers from a “real” person. I was finally put through to “Barbie” who was kind enough to access our file and told me that we were being moved by “Midwest Relocators” that the pickup was scheduled for 6/2 between 11:00 a.m. and 3:00 p.m. She told me to pack mirrors or anything glass (TV) with cardboard and bubble wrap and have $903 cash for delivery in Columbus. Sandra never called me back until Tuesday, June 1, to tell me that pickup would be 6/2/04 between 9:30 a.m. and 2 p.m. This, obviously, was one day in advance of the pickup and not the five we were promised. 9. On June 1, Gal from Progressive Van Lines (carrier) called to confirm the pickup on 6/2 between 10:00 a.m. and 12:00 p.m. 10. Approximately 9:30 a.m. on June 2, Progressive Van Lines (The Midwest Relocators, I guess) showed up with a driver, Gal, and helper, Saleem. They immediately started having us sign contracts without allowing us to read any of the small print on the back (and who would take the time when you are on the day of moving?). He kept telling us they could not transport the glass-front items, etc., without extra material packing. I explained that we only had $903 cash for the delivery and had no extra money for the packing materials (or cost to pack them). I started to argue with them, but we were two days from needing to be in Columbus and our whole lives were packed in boxes and a new job opportunity hung in the balance, what could we do? Gal said to sign the contract (cash on delivery) and that I could call the main office the next day and make arrangements to pay the balance in 30 days. He did not think our weight would go over the 2,400 estimated weight (but stressed he was not a scale) but there was a 300 pound no charge, bringing it to 2,700 pounds for the estimated quoted $1,403 charge. Dan and I were very nervous about the condition our things would arrive in Ohio after we watched Saleem roll a box clearly marked “Computer” off the two-wheel handcart and across the lawn. He never reacted to what he let roll off the cart. They used our bathroom repeatedly and drank several glasses of ice water while there. When everything was packed and on the truck, we were presented with an additional bill for $494. I was given a new “non-binding,” (again with no explanation) charge estimate of $1,897.00. Of course, in the light of day and after the stress level is lowered, I can see what I signed and it was in their favor, but again, two days from a 600 mile move is not a good time to make decisions and what could we have done? I do not excuse myself for not reading and reacting to the “Rescission of original non-bind estimate.” We were now told delivery would be in 7-10 days (not the 2 days promised by the broker) This seems all too convenient between the “Broker” and the “Carrier,” but I guess this is how they make their money. 11. I called Progressive Van Lines on June 3 in the early afternoon for the final total and estimated delivery date. (We were leaving at 10:00 p.m. on June 3). Whomever I spoke with said the paperwork was not in yet and ‘he would call me’ just as soon as he had it. I told him there was a new $494 charge and we needed to discuss and make arrangements to pay it. He said when he had the final papers, he’d call and we would discuss how to pay the balance. He asked what the earliest date we could take delivery was, I told him June 4 because I “assumed” we’d be able to pay the $903 cash and make arrangements to pay the balance $494 in 30 days as I’d been lead to believe. I never heard from that man again. 12. We drove overnight June 3 and June 4 to be in Ohio to take delivery from the carrier. We waited all weekend and into the next week. Fortunately, we had taken a futon mattress with us and were able to sleep on the floor, but we had very little else. We are not spring chickens and this became difficult for us and added new stress for Dan who was recovering from a heart attack (11/03) and was starting a new job in a new city, etc. 13. On June 7, I began calling Progressive Van Lines (in California) for information when we could expect delivery. I finally spoke with Teresa (or Theresa) who asked if anyone had told me the final amount. Then she told me the final amount was $2,318 and we needed to have the cash. Our things were “in transit” and would be delivered on the weekend. I told her we only had the $903 cash and needed to make arrangements to pay the balance. She proceeded to tell me they would only deliver for $2,318 cash ($903, $921 additional weight and $494 materials and packing), and there could be no arrangements made to pay the balance in 30 days, the driver should never have told me that, he had no authority. I’d signed for COD and said we could take delivery on June 4, and that was the way it was. She then told me if we didn’t have the money, our things would go to Chicago. We’d have one week to pay the money and go to Chicago ourselves to pick them up. If we did not do that in one week, they would start legal action and bring a suit against us. She insisted there must be someone I could borrow the money from (we were in a strange city and knew no one) or use a credit card (we have none), but we would have to have $2,318 in cash on Saturday. It now became our fault that we’d told them we could take delivery on June 4, which was based on the information from NMN and the driver. I explained I was expecting money in a few days, could I call her when the money came in and arrange for delivery. She said yes, and I left it at “I’ll call you when I have the money.” I kept trying to call the broker NMN and could speak with no one. Could not speak with Matthew only with Customer Service, Sandra, who never answered her phone. I finally got through to Barbie again, but now she could not look at my file and promised to have Sandra call me right back. This was the last I heard from NMN. 14. June 11, the driver “Antonio” called to say that he’d be delivering between 8:30 a.m. and 9:00 a.m. on June 12; did we have the $2,318? The money we’d expected to receive to pay the carrier did not arrive by June 11. There was no mail service on June 11 (President’s funeral), and we tried to borrow from several sources (which was stressful and embarrassing) but could not come up with the extra money. 15. Friday, June 11: I finally got in contact with Rosemary at Progressive and after explaining everything again, she suggested that we have the driver leave our things at the “nearest” public storage unit to us. When we had the money, we’d wire it to them, and they’d release our belongings and we’d be responsible for the storage fees. I agreed, as there are three public storage facilities within a few miles of our townhouse in Canal Winchester, east of Columbus. All the units are on Gender Road, we live less than a mile from Gender Road. That is the way we left it and Dan’s new boss said we could use the company truck when we were ready and a couple of the young men offered to help move our heavier pieces of furniture. 16. Saturday morning, June 12, around 9:19 a.m. EST Antonio, the driver, called and left a message on Dan’s cell phone that he was “in Columbus” and needed directions. He also called my cell phone, and I spoke with him. He asked if we had the $2,318 cash, and I asked if his office had called him with the arrangements for the storage unit. He said no and that he’d have to call the office. I kept trying to tell him to take the truck to Gender Road storage in Canal Winchester, just south of I-70 East, but he suddenly “could not understand English” I guess and told me to call the office to find where my things would be. I started calling Progressive, but there was no one answering the phone, and I only got recordings. It was not until later that I remembered that there is a time difference of three hours. So Antonio who called me at 9:20 a.m. EST could not possibly call California and get directions any more than I could call them until at least 12:00 p.m. EST. I had to put my cell phone on the charger and I didn’t take it off until 4:00 p.m. EST that afternoon (June 12). I had a message that was left at 12:30 p.m. EST (9:30 a.m. Pacific time) from Rosemary saying that she’d talked with the driver and he was to call me for directions to the unit closest to us and to call her if we had any trouble of “if he didn’t call.” He never called again after the first call at 9:20 a.m. EST (6:20 a.m. California). I called Rosemary back and she said she’d spoken with the driver (when, I don’t know, but probably after 9:30 a.m. her time, which was 12:30 p.m. EST) and “unfortunately,” all the storage units were closed, and the driver was already headed for Illinois. We could have our things re-delivered when we had the money and pay an extra $589. Dan got on the phone and protested having to pay the re-delivery fee when we already had made arrangements for storage. She said there was nothing we could do but pay the price. Attached are statements from three storage facilities on Gender Road. All three are open on Saturday mornings and into the afternoon. Two of the owners live right next door, and all three said they would have known if someone stopped and expected them to be open, they are at the office every Saturday morning. I asked where the truck was going; I was refused the information until I could pay the $2,318 cash. I asked for her supervisor’s extension, and was told she’d been instructed to never give it out. I asked for the owner/supervisor’s name and as given the name of ASAF NASS. 17. I agreed with Rosemary that as soon as I had the funds, I’d wire them; she’d give me the information when I had the money to send. 18. June 14, I left messages for Rosemary to call me with exact total to get truck back from Chicago and asked her to fax me a statement with billing information. I left the fax number at the rental office. 3:30 p.m. EST left another message requesting total amount due. 3:32 p.m. EST. Rosemary called with final balance: $2,318 + $394 (re-delivery) =$2,712 Cash. I agreed to wire her the $2,318 directly and pay the $394 in cash on delivery. 19. I wired $2,318 from Bank One in Canal Winchester June 18, Rosemary called with expected delivery date of June 22 or June 23. June 21, I requested a statement again from Teresa (Theresa) to be faxed. She said the “computers” were down and as soon as they were up again, she’d print an invoice and fax it. I never heard from her again and never received any faxes. 20. On June 21, I had a call from the driver (847-679-3372) to expect delivery on June 23 at 7 a.m. When I called that number around 9:30 a.m. that day to ask where he was, I discovered that it is the same general mail box as Progressive Van Lines, but when I paid the $394, it was to AY Transport. 21. On June 23 at 10:30 a.m., the truck arrived and unloaded our things. There was a broken microwave cart (cost insubstantial) and the driver wouldn’t/did not want to take quilts off two items. One was fine, the other was an antique coffee table (sentimental value) and when we removed the quit, we found the legs broken and the little feet broken, but it was too late to make a claim. There was other breakage but we didn’t find that until we unpacked boxes. I paid the $394 by postal money order. Summary: Broker: The practice by brokers is intentionally misleading. They give very low quote estimates based on what the customer gives them for an inventory. You can see from our inventory, we had no appliances to move, we had no dressers or heavy bed or any other heavy objects to move. It is amazing how the total weight could go up by $921, and the rate per pound is higher. Of course, to dispute that, one has to arrange to have the load reweighed, and by that time, all anyone wants is to have their belongings returned. The broker never explained ‘non-binding” contract and leads the customer to believe the balance is all there is due and owing. Granted, it’s all in the contract on the reverse side, in small print, but the full impact is not disclosed. Once the deal is done, one cannot get in touch with the broker again. I did email a complaint to NMN and received a timely phone call of apology. I was told, again, I’d signed a non-binding contract (now they know how to say that). Carrier: I believe from reading my rights and responsibilities, we should have been given a pamphlet by the carrier explaining what to expect. The first contact we had with the carrier was to tell us when they were picking up our belongings. We were handed papers to sign, with Terms and Conditions on the reverse. I think they count on the customer not reading or asking questions as on the day of pickup, the stress level is so high. How can one decide to “back out” at the last minute when all arrangements have been made to terminate one apartment, take possession of another apartment, and start a new job in less than a week? Also, I believe arrangements should be made to pay any balances over and above what was originally agreed. Moving is very expensive and Dan’s employer could not pay him anything toward the move and we both had been out of work for two months, so everything was figured to the exact penny, with not much left over until we got paid on June 15. We should have been “threatened” with losing our belongings and being sued on top of everything else. If I read the information correctly, there is a limit over and above the original amount that can be charged and there has to be a time to pay that amount. Most people just cannot “come up” with an extra $2,400. Because I signed all contracts, I do not believe I have any recourse as far as legality. I do not believe the “Rules and Regulations” were adhered to by the Carrier, as we were required to pay much more than 10 percent over the original estimate given to us by the broker and we were denied the opportunity of paying the balance in 30 days, it’s all in that little clause I signed to pay COD. We were told that was never allowed and we should not have been told that. I think they are incorrect in that statement. To legally fight it, would be just adding more money and stress to an already bad situation. The $394 should be refunded. I have proof that the storage units were open on the day we were to have delivery. The driver chose to not understand the directions and he had mentioned he hoped to have that Sunday off. The arrangements should have been made the day before when they were agreed on, especially, concerning the time difference between California and Ohio. Respectfully submitted, Doreen G &#160 Canal Winchester, OH 43110 Dan and D Click this link to e-mail the above consumer: //