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You get what you pay for

Submitted this review about Eagle Van Lines Moving and Storage (NJ)
Review made Live: 11/3/2008 9:35:00 PM
I had contracted Eagle Van Lines to move my things from Toledo OH to Clearwater, FL. Before the move me and my fiance were told that if we did not pack everything and the movers had to then we would be charged for the packaging. We worked with Bonnie in the dispatch office and bought bubble wrap for the tv, mirrors, pictures, anything breakable. We also supplied our own boxes and taped them up. In the contract it stipulated that blankets and quilts would be provided to cover our furniture. When the movers arrived in Toledo on October 22nd, it was only my fiance home as I was on a business trip. She was told that she would have to pay $75 to box up the mattress and box spring, even though this had never been mentioned to us before. I asked customer service about this and then eventually the owner of the company and was told that we had the option of signing off on it and they would take it as is, my fiance was not told this, she was told that if she didn't sign for the extra charges then they could not take the mattress. Distressed and feeling bullied she signed. Next they told us that we had to pay for 21 rolls of tape to tape the quilts and blankets onto our furniture. Remember these are the same quilts and blankets that we were told were provided. Apparently the quilts and blankets are provided but the tape to put them on with is not. This came to another $75. In the contract there was also a stipulation for a fuel surcharge of 15% on top of the quoted price. When they calculated our final price they included the extra $150 in the amount the the 15% was applied to, further driving up the cost. When I tried to call and speak to Bonnie the woman I had arranged the move with she was rude to me for about 5 minutes before telling me this was not her department and she could not help me. She then transferred me to customer service where I was told that I had to pay the movers and then they would send me a check back. I told them I would rather balance the amount I owe and just pay the movers $150 less and was told that I would have to speak with a woman named Joanne. I called Joanne a few times that day and never received a response back even after leaving a message, that was on a Friday. That following Sunday at 8pm I received a call from the driver telling me that he was going to be at my home 8am the next morning (Monday). That morning I frantically tried to get a hold of Joanne and was told that she would be in at 9. I called several times after 9 and was told by others that she was not in, and eventually someone other than her told me that she could not help me and I needed to work it out with the driver and then if I could not have him call and speak with his manager. His name was Colby. He was uncooperative and when I asked him to call his manager he said that if he did I would be charged an extra $100 for making them wait. I called Joanne one more time and finally got a hold of her only to be transferred immediately to Eli Navon, the owner of the company. Eli cut me off repeatedly and told me that it was now too late to deal with any of the charges and that my fiance should have called them when the things were being picked up. I am frustrated because I paid a deposit months ago to lock in my quoted price and now I am being charged almost $200.00 more than that. I have tried to resolve this at every level of the company and have received little if any help, most of the time I was transferred or ignored. We tried to prepare everything for them just as we were told and when they got there it seems they hit us with costs that were not fully disclosed. I am not trying to be unreasonable and am willing to pay for services that I use, but I feel like at every step of the way my fiance and I have been bullied into paying extra charges. I do not appreciate the extra charges, the mess they left after picking our things up both in the apartment and in the apartment building, nor do I appreciate their attitude when I came asking about the extra charges. Do yourself a favor, if you are making a long move, Eagle Van Lines is cheap, but you get what you pay for, I would recommend avoiding them.