Failure to meet contractual agreement
J. Worthley
Submitted this review about
ALL YOU CAN MOVE
Review made Live: 4/7/2010 3:19:00 PM
We have several complaints against All You Can Move with our move from Houston, TX to St. Paul, MN. Primarily, our issues pertain to their failure to live up to the written and verbal promises made and the additional cost that placed on our family.
Issues:
1. Failure to full-fill contractual commitment to use an 18 wheeler for all interstate moves & missed delivery date by 2.5 weeks
a. The All You Can Move contract committed to using an 18 wheeler and to deliver our goods to our new location 2 days after packing and loading in Houston.
b. We had moved 2 years earlier and our weight was 12,000 lbs. I gave this info to our coordinator (Remy), but he quoted 9,500. I now believe this was to undercut the competition and because they don’t have an 18 wheeler truck in South Texas that can handle 12,000 (this was told to me by their dispatcher). The only truck they have has a limit of 10,000 lbs.
c. When our load was completed they found the weight to be 12,000 lbs and they informed us that they could not take the truck they had loaded at our house. They would need to go back to their warehouse and try to find an 18 wheeler they could contract the load out to.
d. The process of finding another company to contract out the job to resulted in their delivery being 2.5 weeks late. Since we packed and planned for a 2 day delivery we were not prepared to live this long. The result was we had to buy new clothes for our 2 kids to start school in the new location; sleeping bags to sleep on the floor at our new home, towels and wash clothes for bathing and we had the extra cost of having to eat out for this time because there was no cooking equipment.
e. The result of their failure to live up to the contract caused us to spend an additional $650.
2. Additional charge of 10% demanded after all household items were packed and loaded on their truck
a. As I stated earlier they purposely under quoted the job to beat the competition. Then after all our items were held hostage on their truck they demanded an additional 10% to make up for the additional 2,500 lbs not covered by their in-home estimate. The additional ransom amounted to $515. Recall, I told them we moved 2 years earlier and the weight was 12,000 lbs.
3. Packing and Inventory List
a. I’ve gone through 5 corporate relocations with movers that have packed, inventoried and shipped our goods. This was the only moving company I’ve ever seen that did not use one piece of protective packing paper or bubble wrap. Items, including dishes, glassware, computers and electronics were all just packed into cardboard boxes with no protection. This resulted in a large amount of broken, scratched, chipped and otherwise damaged goods.
b. Because we wanted to protect ourselves we purchased movers insurance from the largest provider of coverage in the country. We have many items that are missing and just never made it. Our insurance provider is disputing our $4,000 claim because of the incredibly bad job of inventorying the goods by All You Can Move. They listed all the boxes on one inventory line item (i.e. boxes 150 thru 255). When the delivery driver they contracted out the move to showed up to deliver he could not accurately tell what was in his truck because the boxes were all inventoried together. Many boxes and furniture items coming off the truck were also completely missing inventory tags. Our driver stated that this was the worst packing and inventory job he had ever seen, and that it was like whoever did it had zero experience in the moving business.
c. The packing of our house took 2 days. At the completion of day one our move coordinator (Remey) said he would be back the second day to complete the inventory list, review it with us and have us sign off. On the second day he not only didn’t show up, but he sent 2 guys to finish the job who didn’t speak English. It was Sunday and he could not be reached so we were forced to let them complete the remaining items so that we could keep our travel itinerary. This contributed to the poor inventory records and problems filing our claim for missing items.
In general, I have had a lot of experience with moving and dealing with professional moving services. This was far and away the worst experience I’ve ever had. I’ve had good moves and bad moves, but the level of incompetence, inexperience and lack of professionalism went beyond what I thought was possible. We tried going up the organization with our problems and concerns all through the process, including our salesman John (wouldn’t return our calls), coordinator Remey, dispatcher Krista and the General Manager of the company Henry. When we asked about all the missing items they tell us they will track it and get back with us, but they never call back. Now over a month later we have not received one attempt from them to locate or inform us about our missing items. Throughout this entire process we have been treated to ignored request, total incompetence, poor attitudes and lack of concern for our situation once our entire household inventory was on their truck.
We are seeking reimbursement for the $650 in expenses they caused by failing to meet the contractually planned delivery of 2 days. Also, for the $530 dollars in additional ransom charges above their in-home written estimate.
