|
Review content:
Furniture picked up in Miami on Sept. 29 with delivery guaranteed (for an extra payment) in Los Angeles Oct. 7. Now I find they didn't even hand off the furniture to their cross-country carrier until Oct. 6! And I won't get my stuff until Oct. 15, at the earliest. And guess what, I had to ferret out the name of the company they handed off to and call the driver to learn that. Regions couldn't tell me.
Poor communication, poor management, poor service. DO NOT USE THIS COMPANY!
I 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 per cubic foot. However, I was told that RVL would match the price of a competitor; I got a rate of $4.00 per cubic foot from another company and forwarded that to Anne. She said that RVL would not honor the price match because the other company was "not reputable". The second initial problem occurred b/c I had scheduled June 29th but on two separate occasions on which I contacted RVL, they had it scheduled for June 28th. The third problem was that on the moving day, after everything was tallied, the final price ended up at more than $3200, significantly more than double the estimated price.
I got to SF and called and emailed RVL on July 7 and requested shipment. The rep referred me to both Danny G, the Ops Mgr, and the delivery department, where I left emails/VM's Two days later I had not gotten one response. I called again, left VM's, left emails for both Anne and Danny, and again no response. I tried to call multiple times to speak to an actual person, but every time it automatically sent me to VM. Around 4 days after my initial communication, I spoke with a customer service person who informed me that RVL was moving offices and that she would personally see to it that my shipment would be scheduled and I would hear back asap- again, I got no response. At this point (7 days past initial communication) I was becoming infuriated and began to research legal options. I notified Anne and Danny of this and voila, I got a response from Anne immediately saying she would take care of it. First, moving offices should not hinder communications so severely that personnel cannot contact customers. Second, I spoke directly with people at RVL who promised to circumvent the supposed communications issues, to no avail. Lastly, it's pretty clear that communications were working just fine for someone to respond immediately to the potential for a legal issue - there's clearly a bigger underlying issue here.
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 responded that July 15 is now the "start the clock" day after, per RVL's service agreement I should receive shipment within 14 days. I told her that this was unacceptable given that I was ready on July 7 and notified RVL.
July 20: 13 days since my initial attempts at scheduling delivery. It had been 5 days since the "start the clock". Yet I had heard nothing from customer service (despite leaving VM's and getting promises from multiple RVL personnel to speak with them), from management (despite an in-writing promise to contact me within 72 hrs of "start the clock", as well as many emails and VM's), and had zero communication 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.
I paid and notified Alan of the final state of things and told him that it was RVL's turn to meet their end of the NEVER USE REGIONS VAN LINES!!!
WORST MOVE OF OUR LIFE WITH REGIONS VAN
NOT so with Regions Van Lines. We received quotes
|