Progressive Van Lines / National Moving Network - trouble with move from Orlando, FL to Dallas, TX

Complaints.com received the following on March 11, 2003:

From: Christine Schwartz [Email User]

RE: Progressive Van Lines / National Moving Network - trouble with move from Orlando, FL to Dallas, TX The physical address for both companies are listed below. This is for their corporate offices, which is also where their customer service base is located. As for my stuff, yes it was unloaded after I was instructed to pay all "hidden" fees, otherwise they would not unload. They also unloaded and left someone else's stuff at my house, but they will not come pick it up. (Some other customer is missing a bed frame that is sitting in my living room) Thank you for your support on this issue. I have actually proceeded with small claims court to resolve this mess. Please let me know if you need anything else. Progressive Van Lines (a.k.a-AY Transport)

125 Component Drive

San Jose, CA 95131

No website currently working National Moving Network

P.O. Box 630850

Miami, FL 33163

www.nationalmoving.net

I contacted National Moving Network on January 6th, via the internet, to inquire about a move from Orlando, FL to Dallas, TX. A sales representative, Scott Smith, contacted me shortly after I submitted my inventory items. Scott informed me of the services that the company would be able to provide. I discussed my inventory with him in detail and informed him that I would be self-packing most of my belongings. Scott then quoted me a total of $1240 for the entire move. To my surprise this was a great deal as I had comparison-shopped for over a week. Scott informed me that this total would include everything associated with the move: loading, wrapping furniture, disassembling/assembling, and unloading. I expressed my concern with such a low cost; his reply was "we're currently running a special since it's the off season". I again confirmed that this entire move would only cost $1240 total and there were no other "hidden fees". Scott stated the only difference in the price would be the weight. I would pay for actual weight and if there were a difference within 300 lbs the difference would be paid. I then told Scott that I needed the delivery no later than Tuesday, January 28th. He stated that the deliveries are usually 5-7 days and this would not be an issue. I continued to ask a few more questions and agreed to give a $500 deposit to lock in the rate since it would be expiring the following day (so he said).

On January 8th I received a call from Scott stating that the computer system lost my inventory list. I proceeded to give him another account of all my belongings. This time Scott came back with a new total of $1480 based on 2800 pounds. I was a little shocked that the total had increased, however I figured I must have left a few items off the list. I reiterated the fact that I must have my belongings delivered no later than January 28th. He again stated that this would not be a problem and someone would be contacting me soon for the pick up date. By January 20th I had not received a call from anyone with regards to my pick up date. I tried to get in touch with Scott several times, however he was unavailable. I then spoke with another representative who referred me to my customer support representative, Barbie. Barbie informed me that I would be contacted the following day to set up a pick up time. On January 21st I received a call from a representative from Progressive Van Lines. He stated that the drivers would be picking up my delivery on January 23rd between noon and 4:00 pm. I stated that the truck must be delivered no later than January 28th and he replied "it should be there Monday or at the latest Tuesday." The representative then asked me if there was anything that needed special instructions, such as glass, fragile or handled with extreme care. I said, YES! I have one item that needs to be handled with extreme care, which is my two-piece china hutch. I gave him a description of the china hutch and he agreed they (company) would handle as fragile and flag the item. On January 23rd the moving truck arrived at my residence at 3:45 pm. There were two men, a driver and an assistant. I discussed with both men what needed to go in the truck and which items to handle with care (specifically the china hutch). I was then handed the required paperwork to fill out during their loading process. The driver explained most of the details, however I stopped him when he discussed the packaging materials cost sheet. I told him that my representative gave me a total cost amount that would include everything. The driver stated this was not the policy and by looking around there would not be much "packaging" material needed. I also stated concern that he wanted me to sign the paperwork without filling in the "blanks". He stated that they do not estimate the materials and it would be filled out when the actual materials were calculated. I proceeded to sign the paperwork. I also reminded the driver that the delivery would need to be in Dallas no later than January 28th and wanted to know where it would be in writing. He stated that they do not guarantee the arrival date, however it shouldn't be a problem getting it there by the 28th. The movers proceeded to load my items in the truck. There were a few items they refused to take such as two trees and two floor lamps. When disassembling the furniture, the loose items (bed rails, screws, etc.) were placed in a box he provided. Most of the larger furniture was plastic wrapped and blanketed. Around 7:40 p.m. my husband and I left for a prior engagement. My mother, Barbara Schwartz was left with the drivers to supervise the pick up. She had been there the entire time and knew what needed to be completed. One of the last few items remaining was the china hutch and wine refrigerator. The driver placed a cardboard box over the glass front of the wine refrigerator. My mother stated to the driver that the sides and top needed to be covered as well. He explained that they would wrap the refrigerator with blankets once it was loaded in the truck. My mother supervised them wrapping the bottom hutch (drawers) with blankets only. The top of the hutch was disassembled by removing the glass shelves (the glass doors were not removed). The glass shelves were packed in cardboard and marked "handle with care, glass". The top of the hutch (which contains a mirrored inside) was covered with a cut up cardboard box, bubble wrapped, and blanketed. My mother asked if both items would be placed in a large "crate" styled box. The driver stated they do not use those and this was considered a "crate" pack. Around 8:15 p.m. my mother called me to discuss the final paperwork with the driver. I was shocked to hear the total packaging materials cost was $891! I could not believe this was not discussed with me, nor did I think the movers used $891 in materials. At this point, I had no other options because the entire truck was loaded. The driver stated that I could contact the original representative to discuss why this was not explained during the original estimate. The following day, January 24th, I left several messages for Barbie and Scott Smith to discuss the packaging material cost. By the end of the day, no one had returned my call. Meanwhile, during my drive to Dallas I contacted the dispatch department at Van Lines on Saturday, January 25th to confirm the delivery on Monday or Tuesday. The dispatcher stated that my delivery had not left Florida and to call back on Monday morning. I stated my concern because I was told on several occasions, by several representatives that the delivery would be there no later than Tuesday. The dispatcher said it should not be a problem for a Tuesday delivery but to call on Monday to confirm. On of January 27th I called dispatch for Van Lines to confirm my delivery. The dispatcher stated that my delivery was scheduled to arrive between Thursday and Saturday. Needless to say, I was extremely upset with this information since I had made it clear that I needed my delivery to be in Dallas no later than Tuesday. I immediately asked for a supervisor. I spoke with a supervisor, Michelle who stated they do not guarantee delivery dates and I was not given a specific time. I explained to her that several representatives (including Van Lines) stated verbally that a Tuesday delivery would not be a problem. She expressed little concern and said there was nothing they could do. She also stated that someone would be contacting me later to discuss a more definite time. Michelle then stated she had the total for the entire move, which needed to be paid in full (cash or postal money order) before the driver would unload my delivery. The grand total was $4713. At this point, I freaked out because the total was originally for $1240, then $1480, now $4713! She stated this included the packaging cost and the actual weight of 6916 pounds. I stated this was absolutely insane and someone is scamming me. There was no possible way that my two bedroom-two baths was 6916 pounds! She stated that this was the amount due and if not paid when delivered, they would hold my belongings. She advised that I speak to the original brokers (National Moving Network) with regards to the price. Meanwhile, I still had not heard anything from either Scott or Barbie with regards to the packaging cost. At this point I was so frustrated I had my husband Barry try to take over the situation. Barry tried calling Scott and Barbie to discuss the dissatisfaction of the cost and find out why no one was returning my calls. There was no success in reaching either representative so Barry decided to "trial run" another move. He called National's main line and spoke with a sales representative. Barry stated he would like to know what would be included for a move from Orlando to Dallas. The sales representative stated "everything". When Barry asked him if there were any "packaging" costs that would be added later, the representative said, "no, everything is included". Barry immediately asked for a supervisor and identified himself as a current customer that did get charged for packaging materials. Barry was transferred to a supervisor, Brandy Aycock. Barry discussed what had happened up to this point. Brandy said that she would look into our account, contact Van Lines and get back with one of us. Brandy contacted me shortly after and asked to see the bill for the packaging materials. She also asked if I could provide her with an itemized inventory list stating who packed the item and how. I emailed the list and faxed the cost sheet to her the next day. On Wednesday, January 29th I spoke with Barbie regarding the packaging issue. She stated that her, Brandy, and their director, Esther decided to discount our packaging total by $120. I was displeased with this and stated that there should be no charge for packaging per my discussion with their sales representative. Brandy said there was packaging materials used and it was stated on the contract regarding the cost of packing. I disagreed and stated for the record I do not see any "packaging cost" on the original contract. I also mentioned the fact that my delivery was still not there and at this time I had to buy new clothes for a new job along with bedding and cooking supplies. I also informed her of the new price which jumped to $4713 and stated there was no way my belongings were 6916 pounds. I expressed my concern that I was being scammed and this was not being taken lightly. Barbie stated the only way you can dispute the pounds is by following the drivers to the weigh scale station to get an actual weight. I agreed to do so and she agreed to contact Van Lines. On Thursday, January 30th I received a call from the Van Lines driver to discuss the time of delivery. He stated they would be there on Friday, January 31st between 8:00 a.m. and 11:00 a.m. I informed him that I would need to meet them at a scale to make sure I get the actual weight. At this time he stated that I would owe a total amount of $4713. I stated that I was supposed to receive a $120 discount for packing materials. He knew nothing of this change and that I needed the full $4713 or my stuff would not be delivered. I also wanted him to discuss how the pounds were calculated because I was upset with regards to how much I was being charged. He instructed me to call his dispatch to get this all cleared up. I called Michelle with Van Lines dispatch and notified her that the $120 was not discounted. She said she would call the drivers immediately. I also asked how my bill was so high since my price was quoted at $.53 per pound. She stated that the original price was for the estimated total pounds (2800) however any additional pounds were $.69 per pound. This was never discussed with me. Scott had me assume that the total price would be per pound at the original $.53 per pound. Instead, I am paying an additional $.16 per pound, which was not stated in the contract until after the pick up driver filled in the blank. I stated to Michelle, that this leads me to believe the original estimate is purposely low so they can make the additional $.16 per pound. She had no comment and told me to contact National. I received another phone call from the driver and he stated the new total minus the $120 discount. I also gave them directions to the scale facility that Barbie had found near my residence. I advised him where the location of my residence was and he seemed puzzled. Apparently neither dispatch nor National Moving informed the driver that my residence was on the third floor. He informed me that this would be an additional cost depending on the number of stairs. Once again, I was amazed that this was not discussed during my original estimate. I agreed to meet them the following day at the scale. On Friday, January 31st I met the drivers at the scale around 10:00 a.m. The total weight of the truck was 56240 pounds. We proceeded to my residence. The driver calculated the stairs, discount, deposit and total pounds (6916) to equal $5048. I gave them cash (otherwise my things would not be unloaded) and they started to unload the truck. My mother and I witnessed the movers unloading and bringing the items into my residence. To my dismay, there was extensive damage done to several items. My computer monitor, which was labeled "fragile, handle with extreme care", looked like an elephant stepped on it. The entire frame is cracked and coming apart. My wine refrigerator was never wrapped with blankets, only the box on the glass front. One entire side is scratched. My dish box (packed by myself) which was also labeled "dishes, glass, handle with care" was bent out of shape and I lost about 20% of my dishes. My white bathroom cabinet was never wrapped (only taped shut) and delivered with scratches, dents, and stains. One of the mountain bike air tubes was completely off the tire frame and damaged. We had a push-truck and floor lamp, which were never labeled and now missing. And lastly......the china hutch. The bottom arrived with both corners chipped and dented. The shelves for the top are broken and the top is nowhere to be found (completely missing off the truck). Not to mention I was left with another piece of furniture that is not mine (the drivers forgot to take it with them). It is someone else's headboard padding. After completing the final inventory, the driver instructed me to call the "claims" department to discuss the missing hutch and damages. I then followed them to the scale station to get a final weight. At the scale station the final weight was 51420. This would mean my total weight for my belongings were not 6916, but only 4820 pounds which is a difference of 2093 pounds. At this time, I was furious over the fact that my delivery was 3 days late, most of my major items were damaged or missing, and now I find out they were going to over charge me by almost $1500! I asked the driver what their policy was for over charging. He then pulled out the cash that was to be refunded. I was refunded $1448 cash and told to call dispatch. The driver also informed me that at the time of the delivery for the missing hutch, I would be charged again for the weight and delivery. I explained to him that I would not be paying any more money for this delivery since it was the company's fault for not getting it here in the first place. Furthermore, I asked what would have happened had I not gone to the scale station with them. His response was that most of the time people do not choose to get the proof and they agree to pay the stated weight from dispatch. I left several messages for the claims department on Saturday, Monday and Tuesday. No one has returned my messages or given me any information as to when and where my hutch will be. I also contacted Barbie on Monday, February 3rd to inform her of my dismay with this whole situation. She stated, "Well it's a good thing you had it reweighed" She also stated that she would work on getting someone from claims to contact me. On Tuesday, February 4th I tried to contact someone in the claims department. No one was there so I spoke with someone at dispatch. I was told that a claims form was sent to my residence on Monday for the damages and missing item. I also inquired as to when someone would be coming to pick up the item that was left at my residence that did not belong to me. I was told someone would follow up with me to pick the item up. The representative instructed me to fill out the claims form and return to their insurance adjusters with documentation of damages (i.e. pictures, receipts, etc.) On Thursday, February 6th I received the claims form to fill out and return with damages. At this time I gathered materials (pictures, receipts) to support the damages and missing items. I also typed a cover letter with regards to the situation and what is to be expected. In addition I informed them of the item that is in my residence that does not belong to me. On Wednesday, February 12th the claim form with supporting documentation was sent certified to the Progressive Van Lines Claims Department. February 14th, the Claims department received the form with supporting evidence. It was signed by A.London. I called several times and left messages for the claims department to make sure this would be handled promptly. Furthermore, I am still waiting for someone to remove the bed furniture that was left on delivery, which does not belong to me. February 20, 2003. I have left several messages everyday for the claims department since they received the claim form. No one has called me back or made any effort to have the furniture taken out of my residence that does not belong to me. I spoke with the receptionist who stated there would not be a supervisor on duty until Monday, February 24th. She also stated my claim would take approx. 4-6 weeks to process. I explained to her that I have no problem waiting for the 4-6 week processing since that is standard, however I want the furniture that doesn't belong to me out of my house immediately. She stated that she would leave a message for the claims department to call as soon as possible. February 21, 2003 I left another message for the claims department to call regarding the items left at my residence. I have not heard anything yet. On February 24, 2003 I still had not received a call from the claims department regarding my lost items or the items left at my residence that did not belong to me. I spoke with the receptionist who said I needed to speak with the claims department. I firmly told her that they will not return my calls and I need to speak with someone above them. She said that there was only one person in that department and I would need to speak with her. At this point, I was getting extremely aggravated. I finally asked to speak with the president of the company or someone who can make major decisions. She placed me on hold for several minutes. When she returned to the phone, she stated the supervisors would not be in the office until tomorrow (which is not what I was told Thursday). I asked who they were and when I should contact them. I was instructed to speak with Asaf Naff sometime after 9:00 west coast time. On February 25th, 2003 I called to speak with Asaf Naff. I was told he would not be in the office until tomorrow. I argued with the receptionist who stated the other day that he would be in this morning. She gave me attitude and said "sorry, but he's not here. What do you want me to do"? I hung up the phone and called Brandy Aycock (National Moving). I left a message for her to call me immediately to figure out what they were going to do about this situation. On February 26th, 2003 I received a call from Barbie (National Moving) stating that she had spoken with the claims department and something should be in the mail no later than Friday, February 28th. She said if I had not received anything at that time, to call her back for assistance. As of Saturday, March 1, 2003 I had not received anything in the mail from the claims department. At this point I am contacting Barbie to further investigate. Monday, March 3, 2003 I received a letter from the claims department stating they would only pay $.60 per pound for the missing top hutch and wine refrigerator that was damaged. At this time they stated all other items were "packed by owner" and not their responsibility. I left a message for the claims department immediately because the items were not "packed by owner" and if this was the case, why was I charged for expensive packing materials. I also left a message with Barbie (National Moving Network) to let her know my dissatisfaction with this claim. At this time I also called my renters insurance carrier to see if this was covered under my renters policy. However, due to the unsatisfactory service and the fact both Progressive Van Lines & National Moving Network scammed me; I will start the process to proceed with damages in small claims court. On top of all this mess, I have missed a full days work (my first week of employment) due to the fact the movers were late and I had to meet them at a scale station. Not to mention the cost I have incurred for bedding, clothing, and cooking supplies.