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Review 5/16/2011
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BEWARE!!!!! WORST COMPANY! Full of LIARS!I would NEVER EVER tell anyone to use this company. I think this company should shut down!! Here is my story!
I contacted ORI Van Lines in April of this year to get an estimate for a move from CA to VA that I was about to do. I was quoted for 7000 pounds with the price of $2593.52 which I was very comfortable with. Autumn Johnson was the representative that helped me book my move in the beginning of April. She assured me that as long as I did not go over the 7000 pound weight (which we estimated 1000 pounds higher to get the price per pound down and have room to add more boxes if I needed too) and that I packed my TV, bubble wrapped the glass doors on my china hutch and everything was stretch wrapped and boxed, I would be fine. On the move day the movers were loading and everything was fine. I was then informed that they needed to crate my washer and dryer and the top part of my china hutch. When I told Autumn everything I had she did not mention crating the washer, dryer, or the china hutch required crating. I told the driver that I was never informed about this and that I was making sure there were no extra costs due to money. We paid for the mover on a credit card because we did not have the money upfront to pay for this move. My husband is military and we where moving with a fixed amount of money. I then called Autumn to let her know what was going on, she talked to the driver and then told me not to worry about it, to let the movers pack up what they needed and she would handle it on her end. She told me that the manager would get back to me to let me know how we were going to handle this mix up. I did not feel comfortable signing any papers with extra charges on it because I was not informed of these packing requirements and did not want to be held responsible for it in the end. Autumn kept telling me not to worry about it. The movers took picture boxes and put them around the items that "had" to be crated. I got charged $409 for the "crating" of the items. $409 that I absolutely dit not have. I’m also surprised that I was charged for crating when they used cardboard instead of actual crates. I have called almost everyday since the 13th of April and have gotten no where. I have been told a number of times that a manager will get back to me to let me know what’s going on. I was told that on the 14th that I would be told how much my stuff weighed. I have not been called nor told what the weight was. I have been hung up on numerous times by the receptionist when I called and treated poorly by customer service. Every time I have called, either no one answers, it goes to voice mail or I am told that someone will call me back. My husband and I called all day last week and no one answered the phones. I was told that if we do not pay the $409 on delivery day, my belongings will be shipped at my expense back to CA and put into storage. All over $409 that I did not agree to and was never told to me. Also, we set up delivery to be between April 20th-23rd due to no one being at the house after the 31st. I was told that it would be delivered between those dates and would be called if anything changes and 24 hours prior to delivery. No one ever called, my husband took off work the 20th,21st,22, and 23rd so that he could be present when the delivery was made. No one showed up or called. I found out 4-25-2011 that the stuff was just shipped and would not be delivered until the 27th-29th. Bad customer service all around. I do not appreciate being lied to and taken for granted. My husband and I are just trying to get our family back together. On the 27th our belongings arrived with no weigh ticket. I was told that there would be a weigh ticket so I knew exactly how much my stuff weighed so we knew if we were getting money back. We could not get a hold of the moving company for days. Finally on the 6th of May, I got a hold of the representative of the moving company. He told me that even if I went under the estimated weight, we would not be getting our money back. He said he would have someone e-mail me a copy for my weight ticket on Monday the 9th. Nothing came to my e-mail. We then called on Friday the 13th of May and spoke with the same individual again. He then told us that we could not speak to a manager about this situation since they would not be giving us money back. He told us that they never weighed the truck because the driver and loaders looked at our belongings during the pick-up and knew that we did not have 7000 pounds. He then informed us that since they knew that we didn’t have the poundage estimated that they did not weigh the truck. My husband then informed the individual that we where considering contacting your agency and filing a complaint. My husband was told that that the company would rather your agency and money be recouped if you so find and face a $2000 fine rather than let us speak to a manager and try to resolve this issue the correct way. The costumer care representative that we have been speaking with keeps trying to tell us that what we had was a binding contract but nowhere on the paperwork that we have read did it state that. My husband contacted your agency to get some clarification about the binding or non-binding contract. From what he was told if the contract does not say binding the it is be default a non-binding contract. From what we can tell by law any trucking company or moving company must weigh their trucks before and after every pickup and drop off. The fact that this company didn’t and that they would rather an investigation rather than resolve the issue with the consumer speaks volumes to us. This companies customer care representative has been extremely rude and refuses to let us speak to any supervisor or manager. We are told every time that some one will call us back and a call never comes. I have written a letter to the owner and have received nothing in return. However since any letters or emails sent are scanned by customer service before it goes to the owner we are not truly surprised that our correspondence and been ignored.
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