Contacted RVL rep Anne G in May regarding an upcoming move from FL to SF that was to take place on June 29. I got a written estimate for at $6.39/ft^3 However, I was told that RVL would match the price of a competitor; I got a rate of $4.00/ft^3 from another company. Anne said RVL would not honor the price match because the other company was “not reputable”. 2nd issue occurred b/c I had scheduled June 29th but on two separate occasions on which I contacted RVL, they had scheduled June 28th. 3rd issue was that on moving day, after everything was tallied, the final price ended up at more than $3200, more than double the estimated price.
I got to SF and called/emailed RVL on July 7 to request shipment. The rep referred me to Danny G, the Ops Mgr, and the delivery department, where I left emails/VM's. Two days later I got no response. I called again, left VM's, left emails for Anne and Danny, and again no response. I tried to reach a rep at RVL but every time it automatically sent me to VM. 4 days after my initial communication, I spoke with a rep who informed me RVL was moving offices and she would personally verify my delivery scheduling– again, no response. At this point (7 days past initial communication) I was infuriated and began to research legal options. I notified Anne and Danny and voila, I got a response from Anne saying she would take care of it. 1st, moving offices should not hinder communications so much that you cannot contact customers. 2nd I spoke directly with people at RVL who promised to circumvent the supposed communications issues, to no avail. 3rd, it’s pretty clear that communications were working fine for someone to respond to the potential for a legal issue - there's clearly an underlying problem.
I got the first response from Anne (yet still nothing from Danny) and told her July 15 given that I was out of town until then. She said that July 15 was the “start the clock” day after, per RVL's service agreement I should receive shipment within 14 days. I told her this was unacceptable given that I was ready on July 7. By July 20 I had heard nothing regarding the status of my delivery. I went online and wrote negative reviews online about RVL, submitted an official complaint to the BBB, and sent a certified letter to RVL.
Customer service mgr Alan M called asking why I bashed RVL without contacting customer service. I told him the story but he swore that he hadn't heard anything about my experience - shocking since 3 people said they notified customer service for me. Alan and I came to an agreement that I met: remove negative reviews with the stipulation that I get on-time delivery (based on the 14 day delivery time frame promised from July 15 "start the clock" date) and that RVL meet what I requested (see below).
At first Alan told me they were trying to make the July 29 delivery (14 days after "start the clock"). Then just before the 29th, Ops Mgr Danny G left a VM stating a delay until Aug 1-3. No acknowledgement of what I had been through. No apology. I got another call on Aug 2 from the driver, saying expect Aug 4. The next day I got another call saying expect Aug 5. Finally, on Aug 5, my goods were delivered, two items were significantly damaged.
I paid and notified Alan. RVL came back with proposed refund of 5% (I asked for a roughly 50% refund based on refused price match and incurred expenses total). How is 5% a fair refund for the worst customer service I ever received from a moving company and after refusing to price match another competitor, forcing me to spend hundreds out of pocket for expenses that I incurred as a result of RVL, and causing hundreds in damage to my shipment? NEVER USE REGIONS VAN LINES!!!
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