Upon pressure to sign with Old Country Van Lines, it was perfectly clear that as a student, i would not be able to afford the "quoted" $4600 and my partner in NH would be paying for the entire amount via credit card. The partner paid the down payment and was told the amount would be more. He and I were both under the impression that the overage would be a reasonable amount. However, we were both wrong. The total fee was over $7000 and they did not take the extra motorcycle included in the quote. On the bid, 3 weeks time is alloted to schedule delivery, but the driver said it takes about 3-7 business days for delivery. I continually tried to get an arrival date to make arrangements. Nineteen days passed since pick on June 25th. We received a call from the driver saying that he would be arriving on Thursday morning and I was to have $5600 in cash or money order in order for the items to be delivered.
I explained this was not the agreement I made with the sales representative. I said we agreed to a credit card payment, the card was on file and the company only need charge it. The deposit was made on American Express. But now, the company refuses to take American Express. They company wanted other forms of payment, even a second credit card to split the fee. I do not have that kind of credit available on any credit card. Repeatedly, repeatedly, repeatedly, I call, text, or leave messages. People said they would call back after speaking with a manager, after speaking with operations, or simply told me that they have taken themselves off this case because it was out of their hands. I am getting no where.
I don't know where my things are - other than in storage somewhere. No one will give me answers. No one will charge the credit card, or even return a call so I could even make a cash delivery. I've called the Better Business Bureau and they sent a letter to Old Country Van Lines looking for a response. I spoke to the Department of Transportation and people from the Federal Motor Carrier Safety Administration and filed a complaint there. The more I research online about this company, the more terrified I get that I will never see my things again. My next step is the New Jersey newspapers, the police, and then an attorney for a class action.
On May 22nd 2018, I contracted with Old Country to move from California to Texas. We hardly had any stuff, about 589cf worth of stuff. We paid almost $2300 for the move. The communication from this company is non-existent. Once you have signed your contract & given them your deposit, it is very hard to get in touch with someone again whether on the phone or via email.
The day before our scheduled move, I had to contact their dispatch because no one called me like I was told they would, to find out what time the movers would arrive. I was told they would be there the next day 6/2 between 9am-11am, then about an hour later I get a call saying that due to "logistics convenience" they would be there between 3p-5p. The on the morning of 6/2, I get a call saying that they have to move our pickup to 6/3 8a-10a (one of their workers got hurt & they were up all night with him). Then at 8am on 6/3 I get a text message, not a phone call, telling me that due to "logistics inconvenience" the movers won't be there till 3p-5p. When I tried to explain that this was ridiculous as were already behind schedule, the dispatcher didn't seem to care. When I called the company to complain, they basically said that there wasn't anything they could do.
When the movers finally did show up it was in a budget rental van (not a company moving truck, like I was told they would). They were friendly did well at wrapping everything & protecting everything. When we received our delivery today, the movers showed up in a Sunway Truck (not an Old Country Truck). There were rough unloading the stuff, not very friendly & when I noticed that my husbands piano bench was severely damaged and I brought it to their attention, all I got was "Oh That, well you will have to call the company & file a claim". Then upon leaving they had the nerve to say that "If you would like to tip us, that would be appreciated". I told them I didn't have any cash left on me. I just thought that I was rude.
It took me over an hour to get through to someone at Old Country to see how I go about filing a claim & who I write a complaint letter to. The guy at the other end gave me the information & then hung up on me. ***DO NOT DO BUSINESS WITH THIS COMPANY***
This all started with bill, my salesperson with old country van lines. Bill was great at first. Went over the costs, things to be moved, shot me an estimate right away. I contacted some other movers and they had a better price. Bill asked me for a copy of their quote. He directed me to showed me where the lower priced company had a negative review. He discounted my binding estimate by $150 to match their price and get my business. I e-signed the binding estimate for $2582 and paid $692 as a deposit on 9-20. Everything went downhill from there.
First, our pick up day was supposed to be 9-25 or 9-26. They called on 9-23 and insisted they had to pick up on 9-24 or they would not be able to pick it up on time. They acted as if they didn't get it on 9-24 they had no idea when they would be able to pick it up. My fiance and i told them we may not have everything packed up by then. They didn't care.
The movers showed up and started loading the truck. The foreman, abraham, then started telling my fiance that she needed to figure out what she was going to leave behind because everything wasn't packed yet. Then she needed to figure out what to leave behind because they may not have enough room on the truck. The movers damaged the house when they moved items out. They put a hole in a wall and scratched and dented walls. My fiance called me frantic, they were damaging the house and telling her she would have to leave stuff behind. I called bill because he was my only contact at old country. He told me he would take care of it.
They left items behind and still claimed we were over our binding estimate by 480 cubic ft. They tried to charge us for packing material but my fiance told them to unload the stuff they used packing material on and they changed their mind on that charge. Then they told her she had to sign off on the overage or they wouldn't be able to take anything. She signed their contract 'b' and they took our stuff.
We called and made multiple complaints to the company by phone. Bill never answered any of my phone calls after that night. When a 'customer care rep.', mary ann, called to do a follow up she told my fiance that she would have to contact a complaint department and that there was nothing that she could do. When we sent an email about our initial complaint, mary ann was the one to call us back and put us in contact with charlie. Charlie told me he didn't work for old country but was dealing with my complaint as a 'favor' to the owner. He offered me $250 for my trouble and all i had to do was sign release for old country against any further claims or complaints. Mary ann sent the form and a form for direction of payment. I have not signed or responded to that yet.
In the mean time, we called dispatch and requested delivery for oct. 24th and to speak to a supervisor. When i spoke to the supervisor for a final price, he claimed i owed $4090.02. My original contract was for $2582 and i paid $692 upfront. They claimed a bulky item charge of $400 and another $1800 for the so-called overage. When confronted about the charges they claimed too many items, not cubic ft. The bulky items they referred to were disclosed during the sales negotiation, they are listed on the original packing list and were not calculated as costing extra in the original binding estimate. Some of the items that were on the list, that would have taken up a decent amount of cubic ft., were sold prior to pick up but they were not discounted from our cubic ft. Estimate. I told the supervisor He never gave me a name i could understand) that i was not paying $4000 for a bill that i only owed $1900 on. He said he would call me back.
This went on for almost two weeks. I would call, try to state my case, he would say he was busy, or at lunch, or not answer at all. Through all of this he said he would look at the items once they were on the truck and adjust the price. He would hang up on me or pretend like he didn't say anything about adjusting the price. He refused to acknowledge any claims about certain items not being on the truck. We sold some of the items that were on the original list so how could they be taking up space on the truck? My original estimate was for cubic feet but when he did argue price he just referred to the number of items and not the amount of space they take up.
When i asked him about my delivery he said it was already set for nov. 8th. No one had set a delivery date for nov. 8th so i asked him where they were delivering it. He said he did not know, i said you don't know because i haven't given you a delivery address yet because you never gave me a date. He said he would have to call me back and hung up on me.
He never called me back until he called on nov. 4th to tell me that they were delivering on nov. 5 i asked about the price and he said $4000. I said he was supposed to adjust it. He said he was tired of hearing me talk. Ultimately, he discounted to $3800 and said that if i didn't have the money i would not get my stuff. I asked how i was supposed to get $3800 on a saturday afternoon or sunday morning. He said not his problem. I siad i will pay him $3000 just to put this to rest and he said we will see and hung up on me. They came on nov. 5th and i tried to pay with a credit card. They said payment would have to be made in cash or postal money order for $3800. That is a sunday. I could not get what they wanted and so the driver, sergey, said they were charging me $100 an hour to wait while i tried. They refused any other type of payment. He left with my stuff and said the charge was now $4000 plus storage fees of an undetermined amount.
He then called and told me to get $3900, rent a uhaul and meet them somewhere and i could have my stuff. I told them i could/would not do that. Then he said they would deliver to the original location for $4000. I told him i did not have $4000 in cash. So sergey said they are putting my stuff in storage that will cost me another $300 and when i pay they will give me the location where i can go pick up my stuff. Then he called again and would meet me at my original storage location for $3900 plus and extra hundred to be paid tomorrow.
I paid $3850 in cash. It was all i had. They unloaded everything except the driver kept my 50" flat screen tv and said if i wire him $300 tomorrow he will ship it ups. A floor lamp was broken, multiple boxes are crushed and deformed and i don't even know if i got all of my stuff.
Leaders drive the behavior for an organization. At point of sale, they appeared awesome, caused me to select them for my move from MI to CA. They promised delivery in 8 days as the shipment is going on a truck that has just enough room for my belongings and if I don't sign I will miss on opportunity. They delivered in 34 days after filing a complaint. They were not responding the phone calls from leadership to dispatch to sales -- all have adverse business practices. There is a guy Bill - William purchase, who harasses the customers on their complaints and legit requests. I had to pay 150% of the estimated bill, goods not delivered on-time, no communication, case of hostage and delivery after 34 days of promised delivery date. Book your next delivery if you want to live an adventure with these people with ultimately adverse business practices you may think of.
They would charge you by cubic feet to increase your liability despite agreeing on estimate first at those time of contract on pick-up date. They would try to collect all their fees upfront despite keeping your luggage that is worth way more than their services. They wouldn't offer you full coverage of insurance (just regular insurance .60 cents per pound). They would selectively pickup your phone calls. They wouldn't give you a delivery ETA and will try to delay delivery to the latest available day and the calculation of days in contract would be done by business days (M-F) and will start from first available delivery date (the contract says days - not business days). You can keep on sending messages, speak to their leadership, they will not respond to text messages or phone calls or emails whatsoever. Ultimately, you will have to involve authorities to recover your belongings after filing a complaint they would start becoming nice.
Old Country Van Lines Reviews
Upon pressure to sign with Old Country Van Lines, it was perfectly clear that as a student, i would not be able to afford the "quoted" $4600 and my partner in NH would be paying for the entire amount via credit card. The partner paid the down payment and was told the amount would be more. He and I were both under the impression that the overage would be a reasonable amount. However, we were both wrong. The total fee was over $7000 and they did not take the extra motorcycle included in the quote. On the bid, 3 weeks time is alloted to schedule delivery, but the driver said it takes about 3-7 business days for delivery. I continually tried to get an arrival date to make arrangements. Nineteen days passed since pick on June 25th. We received a call from the driver saying that he would be arriving on Thursday morning and I was to have $5600 in cash or money order in order for the items to be delivered.
I explained this was not the agreement I made with the sales representative. I said we agreed to a credit card payment, the card was on file and the company only need charge it. The deposit was made on American Express. But now, the company refuses to take American Express. They company wanted other forms of payment, even a second credit card to split the fee. I do not have that kind of credit available on any credit card. Repeatedly, repeatedly, repeatedly, I call, text, or leave messages. People said they would call back after speaking with a manager, after speaking with operations, or simply told me that they have taken themselves off this case because it was out of their hands. I am getting no where.
I don't know where my things are - other than in storage somewhere. No one will give me answers. No one will charge the credit card, or even return a call so I could even make a cash delivery. I've called the Better Business Bureau and they sent a letter to Old Country Van Lines looking for a response. I spoke to the Department of Transportation and people from the Federal Motor Carrier Safety Administration and filed a complaint there. The more I research online about this company, the more terrified I get that I will never see my things again. My next step is the New Jersey newspapers, the police, and then an attorney for a class action.
Horrible Company
On May 22nd 2018, I contracted with Old Country to move from California to Texas. We hardly had any stuff, about 589cf worth of stuff. We paid almost $2300 for the move. The communication from this company is non-existent. Once you have signed your contract & given them your deposit, it is very hard to get in touch with someone again whether on the phone or via email.
The day before our scheduled move, I had to contact their dispatch because no one called me like I was told they would, to find out what time the movers would arrive. I was told they would be there the next day 6/2 between 9am-11am, then about an hour later I get a call saying that due to "logistics convenience" they would be there between 3p-5p. The on the morning of 6/2, I get a call saying that they have to move our pickup to 6/3 8a-10a (one of their workers got hurt & they were up all night with him). Then at 8am on 6/3 I get a text message, not a phone call, telling me that due to "logistics inconvenience" the movers won't be there till 3p-5p. When I tried to explain that this was ridiculous as were already behind schedule, the dispatcher didn't seem to care. When I called the company to complain, they basically said that there wasn't anything they could do.
When the movers finally did show up it was in a budget rental van (not a company moving truck, like I was told they would). They were friendly did well at wrapping everything & protecting everything. When we received our delivery today, the movers showed up in a Sunway Truck (not an Old Country Truck). There were rough unloading the stuff, not very friendly & when I noticed that my husbands piano bench was severely damaged and I brought it to their attention, all I got was "Oh That, well you will have to call the company & file a claim". Then upon leaving they had the nerve to say that "If you would like to tip us, that would be appreciated". I told them I didn't have any cash left on me. I just thought that I was rude.
It took me over an hour to get through to someone at Old Country to see how I go about filing a claim & who I write a complaint letter to. The guy at the other end gave me the information & then hung up on me. ***DO NOT DO BUSINESS WITH THIS COMPANY***
This all started with bill, my salesperson with old country van lines. Bill was great at first. Went over the costs, things to be moved, shot me an estimate right away. I contacted some other movers and they had a better price. Bill asked me for a copy of their quote. He directed me to showed me where the lower priced company had a negative review. He discounted my binding estimate by $150 to match their price and get my business. I e-signed the binding estimate for $2582 and paid $692 as a deposit on 9-20. Everything went downhill from there.
First, our pick up day was supposed to be 9-25 or 9-26. They called on 9-23 and insisted they had to pick up on 9-24 or they would not be able to pick it up on time. They acted as if they didn't get it on 9-24 they had no idea when they would be able to pick it up. My fiance and i told them we may not have everything packed up by then. They didn't care.
The movers showed up and started loading the truck. The foreman, abraham, then started telling my fiance that she needed to figure out what she was going to leave behind because everything wasn't packed yet. Then she needed to figure out what to leave behind because they may not have enough room on the truck. The movers damaged the house when they moved items out. They put a hole in a wall and scratched and dented walls. My fiance called me frantic, they were damaging the house and telling her she would have to leave stuff behind. I called bill because he was my only contact at old country. He told me he would take care of it.
They left items behind and still claimed we were over our binding estimate by 480 cubic ft. They tried to charge us for packing material but my fiance told them to unload the stuff they used packing material on and they changed their mind on that charge. Then they told her she had to sign off on the overage or they wouldn't be able to take anything. She signed their contract 'b' and they took our stuff.
We called and made multiple complaints to the company by phone. Bill never answered any of my phone calls after that night. When a 'customer care rep.', mary ann, called to do a follow up she told my fiance that she would have to contact a complaint department and that there was nothing that she could do. When we sent an email about our initial complaint, mary ann was the one to call us back and put us in contact with charlie. Charlie told me he didn't work for old country but was dealing with my complaint as a 'favor' to the owner. He offered me $250 for my trouble and all i had to do was sign release for old country against any further claims or complaints. Mary ann sent the form and a form for direction of payment. I have not signed or responded to that yet.
In the mean time, we called dispatch and requested delivery for oct. 24th and to speak to a supervisor. When i spoke to the supervisor for a final price, he claimed i owed $4090.02. My original contract was for $2582 and i paid $692 upfront. They claimed a bulky item charge of $400 and another $1800 for the so-called overage. When confronted about the charges they claimed too many items, not cubic ft. The bulky items they referred to were disclosed during the sales negotiation, they are listed on the original packing list and were not calculated as costing extra in the original binding estimate. Some of the items that were on the list, that would have taken up a decent amount of cubic ft., were sold prior to pick up but they were not discounted from our cubic ft. Estimate. I told the supervisor He never gave me a name i could understand) that i was not paying $4000 for a bill that i only owed $1900 on. He said he would call me back.
This went on for almost two weeks. I would call, try to state my case, he would say he was busy, or at lunch, or not answer at all. Through all of this he said he would look at the items once they were on the truck and adjust the price. He would hang up on me or pretend like he didn't say anything about adjusting the price. He refused to acknowledge any claims about certain items not being on the truck. We sold some of the items that were on the original list so how could they be taking up space on the truck? My original estimate was for cubic feet but when he did argue price he just referred to the number of items and not the amount of space they take up.
When i asked him about my delivery he said it was already set for nov. 8th. No one had set a delivery date for nov. 8th so i asked him where they were delivering it. He said he did not know, i said you don't know because i haven't given you a delivery address yet because you never gave me a date. He said he would have to call me back and hung up on me.
He never called me back until he called on nov. 4th to tell me that they were delivering on nov. 5 i asked about the price and he said $4000. I said he was supposed to adjust it. He said he was tired of hearing me talk. Ultimately, he discounted to $3800 and said that if i didn't have the money i would not get my stuff. I asked how i was supposed to get $3800 on a saturday afternoon or sunday morning. He said not his problem. I siad i will pay him $3000 just to put this to rest and he said we will see and hung up on me. They came on nov. 5th and i tried to pay with a credit card. They said payment would have to be made in cash or postal money order for $3800. That is a sunday. I could not get what they wanted and so the driver, sergey, said they were charging me $100 an hour to wait while i tried. They refused any other type of payment. He left with my stuff and said the charge was now $4000 plus storage fees of an undetermined amount.
He then called and told me to get $3900, rent a uhaul and meet them somewhere and i could have my stuff. I told them i could/would not do that. Then he said they would deliver to the original location for $4000. I told him i did not have $4000 in cash. So sergey said they are putting my stuff in storage that will cost me another $300 and when i pay they will give me the location where i can go pick up my stuff. Then he called again and would meet me at my original storage location for $3900 plus and extra hundred to be paid tomorrow.
I paid $3850 in cash. It was all i had. They unloaded everything except the driver kept my 50" flat screen tv and said if i wire him $300 tomorrow he will ship it ups. A floor lamp was broken, multiple boxes are crushed and deformed and i don't even know if i got all of my stuff.
Leaders drive the behavior for an organization. At point of sale, they appeared awesome, caused me to select them for my move from MI to CA. They promised delivery in 8 days as the shipment is going on a truck that has just enough room for my belongings and if I don't sign I will miss on opportunity. They delivered in 34 days after filing a complaint. They were not responding the phone calls from leadership to dispatch to sales -- all have adverse business practices. There is a guy Bill - William purchase, who harasses the customers on their complaints and legit requests. I had to pay 150% of the estimated bill, goods not delivered on-time, no communication, case of hostage and delivery after 34 days of promised delivery date. Book your next delivery if you want to live an adventure with these people with ultimately adverse business practices you may think of.
They would charge you by cubic feet to increase your liability despite agreeing on estimate first at those time of contract on pick-up date. They would try to collect all their fees upfront despite keeping your luggage that is worth way more than their services. They wouldn't offer you full coverage of insurance (just regular insurance .60 cents per pound). They would selectively pickup your phone calls. They wouldn't give you a delivery ETA and will try to delay delivery to the latest available day and the calculation of days in contract would be done by business days (M-F) and will start from first available delivery date (the contract says days - not business days). You can keep on sending messages, speak to their leadership, they will not respond to text messages or phone calls or emails whatsoever. Ultimately, you will have to involve authorities to recover your belongings after filing a complaint they would start becoming nice.