Missing Items/ Poor Customer Service
Sarah
Submitted this review about
ALL YOU CAN MOVE
Review made Live: 1/3/2012 3:37:00 PM
It has been a horrible experience dealing with All You Can Move (or Freedom Van Lines). They are incompetent, and they lack the basic skills required to run a moving company. The management is both extremely rude (especially the manager Krista) and lacks any empathy for their customers. The customer service is non-existent.
In June 2011, we hired another company (Unity Van Lines) to move our belongings from Providence, RI to a storage facility and then to Dallas, TX. Our original company sub-contracted All You Can Move- without our knowledge or permission to transfer our belongings from the storage facility to our apartment in Dallas. We would have never hired this company due their numerous Better Business Bureau (BBB) and online complaints.
The rudeness from All You Can Move’s Krista began at the very beginning of our relationship with this company. She called me one day in October to schedule the move and didn’t even state what moving company she was with. She seemed frustrated with me from the very beginning of the phone call, and it only exasperated her frustration when I tried to get her to clarify what company she was with and why she was calling me to schedule the move instead of the company I had originally hired.
Upon delivery of our belongings, my boyfriend and I noted that a handmade wooden chair and bike were missing. When we told the lead mover this, and he said that he would personally check for us and to call him the following day (Saturday) on his cell phone. Additionally, one of the men stated that he may know where our belongings are in the warehouse and that maybe they were just left behind. Later on in the day, we realized that we were not only missing the chair and bike, but also a large picture frame that was individually wrapped and multiple boxes. My boyfriend called the lead mover the next day at about 2pm, and he told him to never call his cell phone again and hung up.
For the next couple of weeks, we realized that we were missing much more, and reported to the moving companies the additional missing items. Instead of either moving company being apologetic, they just kept blaming one another. We would get promises that they are doing everything they can, yet would receive no update. When I would call for an update, I would be told they would call me back, but there would never be a return call. We even threatened to file a complaint with the BBB, to which Krista responded that the BBB was just a bunch of crooks.
In late November, we got a call Krista from All You Can Move saying that they found some of our things and we needed to come to the warehouse to claim it. My boyfriend and I took off work and drove to the warehouse to get the stuff. Krista, who promised she would be at the warehouse, was not there, leaving other employees with less knowledge of our situation to show us where our boxes were. Half the boxes they thought were ours, weren’t ours (seems this must happen a lot to have a large un-clamed pile of belongings) but we did get about 8 boxes back. Evidently, the boxes were just sitting in the corner of the warehouse. All You Can Move said that the rest of the belongings may be on a moving truck that’s leaving Vegas and to call later in the week to find out. Of course, we call and of course we are avoided.
It’s January now and we are still missing many irreplaceable items. I have no hope of finding them. We are in the claims process but money can’t replace many of these items. I don’t know how these items were lost; this is their job. Judging from the multiple names this company has been under the only protection we can give you is this review, and hope you see through the fake positive reviews. It has been a terrible experience, and I hope that no one else has to go through it.
