Unethical salespeople, amateur movers, and rude/indifferent customer service representatives
Ace M
Submitted this review about
Grace Van Lines
Review made Live: 8/26/2015 12:59:00 AM
Unethical salespeople, amateur movers, and rude/indifferent customer service representatives. That sums up our experience with Grace Van Lines. I initilally spoke with my New York salesman more than once and asked him for an in-home price quote twice to ensure that I was not underestimating anything, but he refused and assured me that he had done 2-bedroom apartment moves from New York to Texas many times and that my phone-quote was accurate and that I would not face higher moving costs on the day of my move. On the day of my move, however, I was charged approximately double my phone quote. Had I known Grace Van Lines would charge me so much for my move, I would have never given them my business. Furthermore, upon inspecting the moving truck on moving day, I noticed that our boxes and furniture had several large gaps in between them, which surely contributed to the increased moving biil. The movers also packed several things that my wife told them not to pack, and did not bother to place any labels on the boxes whatsoever. They even came without adequate tools to dissemble our most basic furniture and asked to borrow my power drill! In addition, my Grace Van Lines salesman guaranteed that my belongings would arrive within 7-10 days of our move date, and my wife and I created an entire schedule around that timeline. On the 10th day I called customer service and found out that our belongings had not even left New York yet and customer service rudely told me they had up to 21 business days from first available delivery date (not even the move date!) to deliver my belongings and that I can expect my belongings 21 business days from that date. Neither my salesperson nor Grace Van Lines customer service denied that that 7-10 day time-guarantee was given to me when I was placing my deposit, but they outright refused to honor the agreement and offered me no recourse except to wait. This new schedule forced several unexpected expenses on me to purchase new clothes, books, and materials for my kids' schooling; new clothes for my new job; temporary furniture and bedding; etc. Not to mention the great strain and hardship it brought upon my entire family. Upon our finally receiving our belongings five days later than had originally been guaranteed, we found several of our belongings damaged. Our vacuum cleaner was broken; our wooden rocking chair was split in two pieces; our mattress was disfigured; and our box spring was crushed in two corners. The movers delivering our furniture did not even have a box cutter knife to remove the taped blankets from our belongings and asked to borrow a knife from our kitchen! Finally, the movers who delivered our furniture spent more than an hour trying to reassemble our baby crib and treadmill, but in the end told us that they can't because there were missing nuts and bolts from both. Unethical salespeople, rude and indifferent customer service department, and amateur movers. This is what you can expect from Grace Van Lines. The absolute worst moving experience of our lives.
