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Phone: 800-951-0502
Review Date:7/28/2017
Reviewed By: mattk
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My wife and I decided to move from DC to NY for personal reasons and after submitting for quotes, Assurance Van Lines was the first company to call that didn�t' seem like total thieves (totally wrong). A sales rep named Ryan contacted us after submitting for quotes and was our point of contact when planning the move. He certainly knew how to sweet talk us because there were several things he shared that ended up being not true. This review also encompasses Budget Moving and Storage which is based out of Rockville Maryland, and was contracted by Assurance Van Lines to do the move. To start with, we worked with Ryan Summit from Assurance based in the New York City office and explained that our target was Memorial Day weekend but we were open on drop-off and pickup (pickup being Friday/Saturday, drop-off Tuesday/Wednesday) due to the nature of the holiday weekend. He understood the situation and assured us that we would know when our pickup was 5-7 days before (Lie #1). This caused us to have to coordinate with both our old apartment and new apartment building for moving elevators, but not really a big deal as both buildings were accommodating to our situation. Turns out we didn�t 'know our pick up until 24 hours ahead. We were also told that according to Department of Transportation rules that they could have up to 4 business days to deliver our stuff because of the nature of our move (which was fine, but we once again explained our situation with the NYC apartment and how they had restrictions, and started early to cover ourselves). In addition, we were also told that we would not need to wrap the TV, dresser, lamps etc. and that they would be provided as part of the move (lie #2). However, we were then told the week of that we would be responsible for wrapping everything. Fortunately we had enough supplies but it was still a surprise and a lie. There was an additional cost for the additional packing supplies even though we provided items that were requested by the movers. Additional items such as boxes, cardboard, which weren�t even used but we had to incur the expense. We were also told that our stuff would not be removed from a truck (Lie #3), and we�d be the only stuff on the truck (lie #4) during the transport and that it would sit locally over the weekend in a secure location (Lie #5) and that worst case we would get 30 days free storage if there was a lag on delivery and we would give permission in a worst case scenario (lie #6). During pickup our move went pretty smoothly. We got a crew of 3 led by the driver Zach and they worked as efficiently and as fast as they could. The only surprise to us was that we would have to get an extra charge due to the amount of feet from the truck to the apartment (first 1000 feet were free). While this was a surprise, it was in our contract. Alex was nice enough to guestimate and didn�t go exact which we greatly appreciated. We were very nice to this crew as we were very ready, offered them breakfast and drinks (which was the direction of Ryan) and made sure they were okay throughout the moving process. We also discussed with Zach that we liked their work so much that we wanted them to do our drop-off. While he couldn�t promise anything we put in a request and were told that this would be made to happen on the back end. We were also told that we would get a call either Sunday or Monday with a drop-off time for Tuesday or Wednesday by both the dispatcher and Alex (lie #7). We were fine with this and also explained that the elevators were only available a certain period of time both days and we really needed to make sure the delivery lined up with what was available. They reassured us and said that it would be perfectly fine. Fast forward to Monday at 4pm and I still have not received any type of information from Budget Moving and Storage and I decide to give them a call. Alex picks up and half hazard says that they can�t do our drop-off until Thursday or Friday. I explain to him our situation with the elevators and we were promised Tuesday or Wednesday, but he said that there was nothing he could do and that a truck broke down and that our stuff was on a truck sitting in Maryland (which we were also told our stuff wouldn�t be but refer to lie #3). I let him know that I couldn�t make a decision on which day until I spoke to the Parker Towers rep in the Parker Towers office since she coordinated the times of moving for the building, and then I would give him a call. The next morning, Tuesday May 30th my wife and I arrive at Parker Towers and explain the situation to the Parker Towers rep at the front desk. She looks at the schedule and says that Thursday and Friday are booked but that Monday was available for a drop-off. My wife then picked up the phone to call Alex to relay the logistics and Alex at this point is very rude to her and states that if we don�t have our drop-off by the end of the week our stuff would be going to a storage facility and that we would be responsible for moving everything! Real nice guy. At this point both of us nearly lost it and explained what was going on to the Parker towers Rep who got us a manager to explain the situation. Fortunately the manager offered the Thursday early and mentioned that we could have a bill created to send to Budget Moving and Storage. She also offered us a discount on how much it would be since it was technically out of their designated moving hours. Once we discussed with the manager, our leasing agent and the Parker Towers coordinator what was happening they agreed to have us call Alex to relay the logistics and mention that we would need them to be at our building no later than 7am because we had to give up the elevator at 10am for another move. While all of us are sitting with Alex on speakerphone and I mention to him that we have the elevator from 7-10am and that I need his guys here by 7am, he then states to me �well I�ll have the guys there by 8�, which to all of us in the room say �No please be here by 7am because we need you done by 10am�. He �Yeah yeahs� us and says they�ll be there by 7am� (also a lie, lie #6). At this point we really wanted our stuff and were upset because everything that was told to us was downright wrong. In addition, we also have an email from Budget Movers stating that the movers will arrive between 7-8am and complete the drop-off by 10am, even though we asked for arrival by 7am. This at least confirmed that they knew they had a limited window, even though we only got 2 moving men. In addition, any move before 10am would cost us 250 an hour, which was another additional cost we had to take because of the lack of competence from both Assurance and Budget Moving. Fast-forward to Thursday June 1st when the movers are supposed to arrive at 7am. We receive a phone call at 645am that the guys (only 2 of them this time, which we were told on the phone previously we would get 3 guys again, lie #8) are within a short distance away but stuck in traffic. They finally show up around 740. When I ask the driver what time they left and where they left from he stated that they left around 515 from an hour away but that �it�s New York� and they got stuck in bad traffic with a lousy attitude. I�m skeptical that based on my previous lies, that if you leave from an hour away at 515 that you can�t get where you are going pretty fast, even in a major metropolitan area known for bad traffic (lie #8). Upon arriving (with only 2 guys, Ivan and the other guy), Ivan immediately starts counting the steps from the truck to the apartment while the other guy starts unloading the truck (more on that in a second). Upon getting to the apartment he then DEMANDS RUDELY the remaining balance that was issued to us on the front end. This then required me to ask my wife where it was. Keep in mind that they are already late, we wasted time counting steps, and now I have to find the money order for him all while he is being rude. Once he has his money order, we go down to the truck where the other mover is unloading SOMEONE ELSES stuff on the sidewalk to get to our stuff. If you recall earlier in the review we were told that it would only be our stuff on the truck and it wouldn�t� be removed. Add to the fact that we were on a time crunch, you can�t think we are happy but obviously happy our stuff is arrived. Obviously by this point it is after 8am, and since we are running short on time I have to start doing my own pushing and loading. On the first load, he also makes note to us that we owe extra due to the fact that there are extra steps and once again demands payment on the spot. I ask if we can give credit card and he was nice enough to let us use credit card. Keep in mind that he didn�t� charge this amount that we owed until he got in the truck when the job was completed (almost 2 hours later). He�s still being very rude by this point but we were obviously happy to get our stuff. Finally, once we are wrapping up, I noticed that Ivan decided to take a smoke break in the truck while myself and the other mover were working! In addition, I also noticed McDonald�s wrappers in the truck. Now for someone who left at 515 from an hour away, they had time to stop for breakfast but got stuck in bad traffic? Keep in mind that the dispatcher said they�d be there between 7-8 even though we pleaded for 7am, but it fell on deaf ears. All in all, I cannot in good faith ever recommend Assurance Van Lines or Budget Moving and Storage for any moving needs. We were constantly lied to when we started the move very early and are very organized people. It�s a shame that both of these companies are allowed to operate this way. |
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