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Misled Information

Submitted this review about Golan Van Lines
Review made Live: 4/1/2010 3:59:00 PM
We needed a moving company to move everything on the first floor of our house into storage while we had hardwood floors installed in our house. Initially, we were impressed by the courteous and prompt responses we got from the company representative who happened to be the Vice President of Relocation Services for Golden Van Lines. The movers who came to our house to load up our furniture were great about taking care to move everything with care and not damage anything in the process. We felt that they treated our furniture like it was their own and we very much appreciated their personal touch. The day prior to the move, we received an email from the Vice President of Relocation Services stating that there was an increase in cost of $333.19. Our original estimate was $1670.80 and our final cost was $2003.99. I wrote back to the Vice President and asked him for an explanation. My primary question to him was that if this error occurred, why hadn’t we been told sooner? I believe a 20% increase is a valid change to communicate with customers. I wrote an email to the Vice President and expressed my surprise over the increase in the fee—the day before the money was due. In return, his reply said that he would be talking to his supervisor about the issue and he would get back to me. Our furniture was returned to our home on 3/22/10 and once again, we have nothing but praise for the way the workers cared for our furniture and new hardwood floors as they carried furniture in and out of our house. However, we never heard back from the Vice President. I feel misled by the Vice President of Golden Van Lines for the late change in my bill, and no follow through to communicate with me afterwards to explain the change or to listen to my concerns.