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1st Contact - Staff advised pick-up could be on a Friday and Delivery the next Friday. 2nd Contact - Staff/Office Manager advised initial employee was new and no longer worked for company. Said delivery takes 7-10 Business Days. However, she was relatively sure it could be there by 9th Business Day. Day of Delivery: staff was a no-show. Waited 4.5 hours with no contact, finally we called and were told truck broke down; nobody knew why we had not been contacted. Pick-up scheduled for next day, assured it would not affect delivery. Staff arrived, one person loaded while one person handled paperwork wherein advised of all costs never discussed when contract was signed (i.e.. $40 for supplies; extra money for elevator in bldg for delivery). After truck packed, then told it was 100 cubic feet larger than estimate because of a couple of items but too late to change it so cost was $250 more than estimate. Told that truck would be leaving in 3 business days.
Staff said should be able to deliver shipment by 9th Business Day as requested unless there's traffic or mechanical problems. Promised to relay information of requested date to Dispatcher and explain importance of delivery on that date. Called Dispatcher day of flight to IL but unable to reach nor leave message cause no voice mail. 1st day in IL still unable to reach Dispatcher; called office who reached Dispatcher immediately. I was told that Daughter's shipment had not left CA yet and should be leaving next day. Dispatcher then talked about having 21 business days to deliver (which was never mentioned in previous contacts). He referred me to Office Manager who was available next day.
Called Office Manager how had not been advised of call/complaint previous day. She spoke of the 21 business days as well but I advised that she had never mentioned this when we spoke prior to pick up. She said Daughter's shipment was small and they had to wait till truck was full and then could leave. I said, "NOBODY HAD EVER MENTIONED THIS AS AN ISSUE in relation to DELIVERY DATE; even though we had asked about Delivery Date each time we Contacted Shipping Company." Her answer was "Every Shipping Company Works This Way" which is similar logic to "All the other kids are doing it"; I did not find this to be an acceptable excuse.I advised that our travel plans had changed twice in order to conform to when the shipping company said they would deliver my daughter's belongings so we could help her move in. I also explained why the date given was important which was that my daughter is starting Law School and the date given is the last Business Day prior to her Start Date. We have been forced to buy her appropriate clothes for the first few days of school cause outfits she planned to wear were in shipment. Also, have to find somewhere else to stay until truck comes cause her bed is in shipment and we planned our hotel stay according to when shipment was supposed to be delivered.
Lastly, the Customer Service is so very poor for this company that it is a wonder they stay in business. The Dispatcher, Tony refers people to the Office Manager, Stephanie and she refers people back to him because he is her boss and nobody seems to be able to resolve issues in a fair and reputable manner.
US Van Lines Company Information
- Company Name:
- US Van Lines