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California Van Lines

Los Angeles

Randy of Durham NC writes (1/22/02):
We received a quote from Brian Johnson over the telephone of $1600 to move our furniture, etc, from Orange, CA to Durham, NC. Brian told my wife that we would have our items delivered on the 10th of August when we were scheduled to arrive in North Carolina.

The movers came and loaded all of our boxes and furniture onto the truck and then filled out the order for service paperwork detailing our names, estimate, and insurance. When it came time to sign this document I noticed he wrote down agreed delivery date as being 7-30 days. When I told the driver that Brian Johnson told me it would be delivered August 10th he laughed and said whoever told you that was flat out lying, no-one should have promised you that.

At this point we called and Brian again told us don't worry about it we'll have it out to you on the 10th. The 10th of August arrived and the truck never showed up. We called on the 11th to find out when the truck would be there (this is after calling three days in advance to make sure delivery would be on the 10th and they assured me it would be there). They said they were running behind and were in Illinois and would be there on Tuesday the 14th. I called Monday to see what time they would be arriving Tuesday and they told me around 12:00. At 6:00 we called to find out when they would be there. They told me our truck was in Arizona and would not be there until Friday the 17th.

I had told the dispatcher the other guy told me my truck was in Illinois and was supposed to be at my place today; he said he doesn't know anything about that and our truck just left two days ago. Friday the 17th rolled around and we still did not have our stuff. We called the moving company and they told us they didn't know where it was and to call back later. When I called back they told me we would have everything by Sunday. Sunday rolled around and still no truck.

The story goes on exactly like this with about ten more phone calls and ten more false promises for delivery until our items finaly arrived on August 27th. During these conversations two men at the company continued to lie about everything from where the truck was, when it left, when it would be there, never would allow me to talk to anyone in charge, and hung up on me multiple times.

Upon delivery of our items we had to pay the bill in full before they would give us our stuff. They charged us $2679 when our estimate was $1600. When I tried to dispute this over the phone they said if you don't pay it then you don't get your furniture. I paid the rest and when moving our headboard in the two movers dropped it on the cement and broke it to where it could not be repaired. I filed a claim with them for this in addition to another box with misc. items that they had no idea where it was or what happened to it.

I filed this claim on Sept. 13th and have followed up with over 30 phone calls. Every time I call they tell me Sonya handles the claims but she is never in, out to lunch, on vacation, or the claims department is closed for the month. When I ask to speak to a manager about it one person will tell me he's on vacation. I'll call right back and another person will tell me he's gone for two hours and call back. Depending on who you talk to they both have conflicting stories. Another good one is that all the managers are on vacation for two weeks. Every call goes on and on just like this and nothing ever gets resolved. It is now January 22nd and still no word on my claim.

In addition to being overcharged $1079 we spent a lot of money dining out for breakfeast, lunch, and dinner because we had none of our dishes, silverware, our refridgerator, or anything to eat out of or store food in. We bought two lawn chairs and a small cooler to keep some drinks and milk in. We also had the pleasure of sleeping on the floor for 17 days before our items arrived. In addition my wife was starting grad school and had none of her school supplies much less her desk to study on.

Avram of San Antonio TX writes (9/12/02):
I was told my stuff was arriving 3 weeks ago, then I was told there was not enough room on the truck. I was told my stuff would arrive 2 weeks ago, then I was told the truck never showed up. I was told my stuff would arrive today and not until I called twice did I find out that my stuff was never put on the truck in the first place. I am now in need of a place to stay, or furniture for my house.

Beth of Valley Village CA (9/9/01):
I moved from Chicago to Los Angeles. California Van Lines moved and stored my things. When I had them finally delivered to my new home literally EVERY single piece of my furniture was broken, 15 boxes were missing, as well as a bedroom set given to me by my grandparents (very expensive and deeply sentimental). In addition, my treadmill (virtually brand new) was fatally damaged. EVERY single piece of my artwork was missing (several orginal watercolors) and several thousand dolloars worth of antiques.

This is just the begining of the story, what I have been through in attempting to recover on some of my goods has been a nightmare that has not only taken several years off my life but is an experience that I would not wish upon my worst enemy! They have not done one thing to aid in recovering my things -- they haven't sent anyone out to look at my things, they won't take my calls (they play silly games where they keep my on hold until I hang up) and they have nothing to say about how or why this happened or where my lost things are.

I don't even know how to put into words the emotional toll this thing has taken on me. They have damaged and lost irreplaceable items -- photos of my son, and other precious family members. Expensive and not so expensive gifts from loved ones who have passed away. Things I would have loved to have passed on to my children's children. Not to mention things that I worked darn hard to pay for -- just gone. And no one at California Van Lines cares one bit.

Dixie of West Linn OR (4/30/01):
I had to move from Southern California quite suddenly and was hard pressed to find a moving company that would move my furniture to Oregon on such short notice. I then contacted a seemingly stable company named "We Love to Move." I was told by the contact "Ozzie" that while their truck had already left for the Northwest that Thursday, they would be glad to pick up my things and either keep them on the same truck till they had a full load or they would store it for me free of charge till the next load was ready to go to Oregon. Ozzie assured me they would be leaving within ten days.

I stated that I didn't want my things unloaded and loaded any more than necessary and he assured me they would take good care. My things were picked up and I paid $1500.00 up front. They would not take a check, so I paid in cash. Three men hurriedly picked up my things most of which I had carefully packed myself. They took the brand new refrigerator and my beautiful like-new 4 poster bedroom set, dresser and end table and shrink wrapped the like new couch and chairs and ottoman. They wrapped the glass topped table and the dining room chairs. I had personally wrapped my fine art as I trust it to no one and clearly marked the boxes "Fine Art!" Fragile! Do not lay flat or stack!" They wrapped my lamp and other smaller heavy items. One man wrapped and one loaded. I lived up one flight of stairs.

Everything was handled so rapidly and I was told to sign here, sign here, I didn't get a chance to fully read anything and then after receiving my money they were gone. I spend the night at my daughter's and the next morning drove to Oregon. I secured a storage unit and looked for my furniture within days as I had taken 4 days to drive up.

No furniture arrived. I called every other day and was assured each time that my furniture was on the way. Weeks went by. Many times Ozzie was not there and after giving my story over and over was assured rather rudely that my furniture was on the way. On the fifth week I was told to call another number as We Love to Move didn't even have my furniture but California Van Lines had it. Well, that was news to me. So all along my things were not on their way.

I called California Van Lines and got a song and dance that it was on its way. Brian assured me it had left the area and would be there Monday or Tuesday, five weeks late. Monday came and went so I called before the office closed and was told that the truck was in Sacramento and the driver had hurt his back. I asked who would help unload the truck if there weren't 2 able-bodied men. I was assured that there would be help to unload.

I had secured a job and a home and then had to change the location of the delivery. I was told the driver would call me one day before the delivery and then on the day of the delivery. That call never came so I again called the office and asked for Brian. The rude voice on the other end of the line said to hold on. Then he came back and pretended to be Brian. I kept saying "You are not Brian" and he got irritated and insisted he was. I know darn well he wasn't.

He said the truck would be there the next morning. And it was. With only one man to unload. I called the company and said there was no way one man could unload the truck with my heavy furniture. They talked to the driver, who limped around due to his back. I don't know what was said but then the hurt man asked for the remaining $1800.00 before they would start unloading. Then the one able man started unloading after telling me that they were locating another unloader.

The unloader said "I loaded it myself and I can unload it myself!" He grew very indignant. The man unloading brought in my book case. Both corners had been broken off the back and the kick plate in front was torn off. There were big scratches on the side and smaller ones all over. I was shocked at this and let the unloader know how unhappy I was. He didn't say a word. Next came a mirror that I had carefully taped criss/crossed the glass, and triple bubble-wrapped and double-cartoned. The mirror was broken. The box was in horrid condition. I showed the unloader and he took the mirror to the driver who sat in the cab, and came back and accused me of breaking the mirror and taping it together. I said "you always tape glass when it's hauled, don't you know that!"

Next came my computer table with one leg ripped off. When I became upset at the sight of it he became angry at me. Next he brought in my floor lamp and dumped it upside down on the floor. I righted it and unpacked it (the box was mangled) and discovered the brass fixture all smashed and the finish rubbed off the urn like base. This had been professionally packed by We Love to Move.

I said "why are you dumping this up side down for crying out loud! this is a lamp!" He said "Well how was I supposed to know what was in it!" I pointed out that it was in a Lamp Box clearly marked glass, lamp, fragile this end up! He just walked away. I went out to the truck to see all my art laying stacked on top each other. I had a fit over that, then saw my refrigerator with the wheels ripped off and the back all crumpled as though it had been dropped. I became balistic. What the Hell happened to my refrigerator?!! He was sullen and angry and wouldn't comment.

I was at this time beside myself with frustration and shock. He brought in the glass for my dining table. Bumping down the many steps to the apartment and knocking it into the flower bed stones. I went out and yelled, "Stop! That's glass, be careful!!" He did not have a proper dolly nor was the glass (in carton) strapped. I asked when his help was arriving? He just walked away. I called the company and talked to Brian and he said my things must not have been properly strapped.

I called We Love to Move and they said "They are just getting that to you? We gave it to them within ten days! Oh, you'll get all your money back as they are so late! The next thing through my door was my head board to the bed. I could see mars all over it. I was sickened. I told the man not to unload another thing as I was getting two men to help and they would be here in 40 minutes. I told him to sit in his truck and rest. (I had earlier actually made these two men lunch and brought it out to them as I had compassion for the man with the hurt back and compassion for the one unloading by himself. He didn't even have a ramp to unload these things!

My two men came and I cheerfully said "OK, here's help for you, let's get going." He was sullen and hateful and refused to let my men use the dolly. My men unloaded as fast as they could and when it was time to get the refrigerator off the man said "Get the son-of-a-bitch off the truck now or I'm leaving with it!" So my two short friends had to get it off without a dolly, without a ramp! The truck drove off leaving half my thing on the side of the street. The one sitting in the truck was supposed to be checking off the box numbers. I trusted him to do that since I was busy clearing a path for the things to be brought in. Everything came in upside down with the boxes in very bad shape. Many busted open. About every third box did not have a number. How could they have checked it all off?

The man unloading came in and "got in my face" screaming at me that he was sick and tired of me complaining about all the stuff that was broken. I was about to call 911 for protection when he left and the hurt man came in and had me sign the final papers. I wrote across the contract that "Received, but in very bad condition." I did not have time to unpack to inspect things as and they were gone leaving me with an apartment full of broken furniture and upside down mangled boxes. I then called California Van lines and told them all my things were damaged. They said to call Mary on Monday as Sonja wasn't there any more and even though Mary really didn't know how to handle claims she would do it.

My headboard was cracked and it was obvious by the dents in it that it was dropped in gravel from the truck. There are over 100 mars and scratches plus the crack fully across the top. The dresser is badly marred and one end was clearly set on gravel and scrapped along. The end table is marred. Two small primative tables are badly scratched, the computer table leg is ripped off. The book case is badly broken and scratched. Mirror broken. I no longer have even 4 dishes that match as most were broken. Lamp destroyed, Mirror on dresser shows signs of stress as the seams are separated. Antique purple glass bottles smashed, jewelry box damaged and jewelry lost as the box it was in was in such bad shape it was ripped open. The top of the dining room table, a beautiful carved wood and wrought iron that the glass sets on, is missing rendering the diningroom set useless. The speakers to the stereo are smashed. Wicker chair broken, Lane occasional table badly damaged. small chair all chipped. The list goes on and on.

I got no satisfaction from We Love to Move or California Van Lines. I have an attorney but he claims since I signed all the papers there is not much I can do. I did not have the extra insurance as I had moved from Seattle just the previous year and there was nary a scratch or chip on any item. It's only a 3 day drive and 930 miles. Neither company had contacted me. The attorney looked at my things and was horrified. He noted that We Love to Move had noted in tiny letters that all my things were either chipped, ripped, stained, broken, scratched, and otherwise dented and in bad shape. All my things were in like new condition.

I am 61 years old and live alone. All my things were of great value to me and are all I have. Now it's all damaged and I no longer have the same feeling towards it. Both companies repeatedly lied to me. Neither company could tell me who owned the company or who the supervisor was. Both companies were rude and passed the buck and neigher company returned my calls. They acted irritated and annoyed at my frequent calls over 5 weeks. Both companies treated my things with total disrespect and inflected damage way above and beyound normal moving wear and tear.

David of Wichita KS (10/20/00):
I just moved from Los Angeles to Kansas City. When the movers started to unload the moving van a box was thrown off the van onto the ground. It contained a computer which was severely damaged. The moving company claimed that the damage was considered "damage in transit". I feel it was negligence. I did not get insurance.

I got a written quote of $3,200. Two days after the pickup I was told the estimator had underestimated the weight. They submitted an additional $1,225 to the credit card company. I have filed a claim in small claims court in Los Angeles.

Laura of Messick MI, writes:
I was given an estimate for $5820, which did not include outside insurance. Since I had so many antiques I had to get a private appraisal on those valuables and they gave me a new estimate of $6850. They included a crate for a 1700 clock and other special items.

The moving day came and it was terrible. Things were being scratched and broken in front of me. They had 7-8 men on the premises and furniture and boxes were going out the door so fast I couldn't keep track, boxes that were marked to be sent UPS or charity were also loaded.

They quaranteed that I had $100,000 insurance and only a $250 deductible but had me sign papers that I didn't understand and they insisted that I was covered completely.

Then the problems began, we were never to be loaded on small trucks, just the carrier. The carrier never came and two small trucks did. We were never to be unloaded into the warehouse, because of the items being so old and valuable, we were unloaded into one warehouse then another on November 20, 1999.

On December 6 after numerous calls I was told that they were on their way any minute to my door on December 8. They had only 3 men to unload very heavy antiques and could not do it alone. We had to gather family members to unload and again, it was terrible.

Our furniture was dumped inside the house and the men were too exhausted to unwrap or take a damage report, although they said we had damaged merchandise.

I was told that my Arizona delivery had been made (One Spanish carved breakfront and my son's furniture for Ann Arbor was still on truck. They kept unloading things that didn't belong to us, we sent them back on the truck. The truck was empty and the new and wonderful pieces I purchased for my son were missing, plus antiques. I knew boxes and an antiques coffee grinder were not there,

I called the office. Then Brian answered and said, let me go to the warehouse, then he said, of yes, a big mistake, we have those items right here! We will immediately get them out on the next truck on the 20th of december to Arizona, Ann Arbor Michigan and your location. We have called back dozens of times to hear that they are being loaded as we speak.

Then, "We don't know what your talking about!"

Then, "We found the pieces, we have all the pieces, we have only part of the pieces."

I contacted an attorney to try and assist. They denied any knowledge of knowing my things were missing or where they were. Then they said, we have located part of them then all of them, but only one box. The moving company refuses to give me a copy of the contract or the papers I signed. We charged on our American Express and they ended up charging us over $8300 at the final delivery on Dec. 8, 1999.

We have linens, bedding, bed frames, family photos, framed pictures, wedding albums, childrens pictures from our lives, vacation pictures, videos, CD's, coffee grinder (antique) spanish craved break front value $6000.00 per appraisal, English dresser $2000.00 new designer chair and ottman plus pillows and a great deal other values missing, including a long marble table top to a french antique bakers table.

There are so many priceless family memtos that I can't even begin to imagine who would keep them. The company refuses to tell me where they were, only they are picking up in New York, then in Minnosta and now Chicago. I believe my things are all over the country. I called them and faxed letters through me attorney. We need help. I need resolution and am terrified they may just dump my things and force me to collect from an insurance company.

That takes years, and the fighting is beyond me. I am 51 years old and living in the country. I need this company to start telling the truth and not another lie. There own supervisor Sonia said, "The men have been lying to you since no report ever made it to my desk. If things are missing, I know about it."

At this time, we feel the movers went shopping in my 3,700 foot home and just walked out the door with my things. One tall vase that is missing is worth $1700 and could be easily sold to collectors. It is now the 23rd of January and we don't have any idea what is happening.

Emotionally, it has taken a toll on my family. The cost of fixing furniture that was damaged is considerable. the price for replacing our things, unknown but beyond our capablity. We had to purchase a new bed frame, take out any photos left to prove what is missing and suffered such remorse and grief in attempting to locate our furniture. The breakfront was a gift from my sister 30 years ago. I was giving to my niece as a wedding present..it can't be replaced for $6000.
Tthere is no memories with money, the value was in the handing down from mother to daughter to sister and then my sister's child.

My son's chair and ottoman was so special and I loved it. Our boxes of pictures and family framed photos, such as my father in 1945 or my mother holding us as babies. These pictures are not replacable. I only quess if I had to put a price on what is missing between $24,000 and $30000.

September 7 2008

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