|
|
Review 12/28/2009
|
|
On Thursday August 17, 2009 Ori Van Lines arrived at my grandmother's home in Sunnyvale, CA to pick up furniture. My grandmother made the initial contact with Ori Van Lines, and then she asked me to work out all the details of the move. I contacted Eric Tucker prior to the move to inform him of the address and contact numbers of all the people involved in the move. Some of the load picked up in Sunnyvale was delivered to my brother, in Roseville, Ca; then more of the load was delivered to me in Sacramento, CA; and finally the remainder of the load was to be delivered to my mother, in Sonoma, CA. The movers arrived in Sunnyvale at 12:30pm, and picked up the load. While in transit to Roseville, CA they were involved in an accident on the freeway (Solano CHP report number 0827091500936514815). The movers did NOT mention this accident to my brother or me when arriving at our homes. I found out about this accident when I called Ori Van Lines at 9am Friday morning.
Upon arriving in Roseville, CA they dropped off a bedroom set with my brother. One wooden drawer knob was broken off of the nightstand and there was a scratch in the piece.Then the movers proceeded to my home in Sacramento, CA. They wrapped all the furniture they were to pick up at my home, and then started bringing in the furniture brought from Sunnyvale. There was extensive damage to some of this furniture.Four of the five kitchen chairs were destroyed and the fifth chair scratched. Wooden legs were shattered, screws were ripped out causing more wood to shatter.The granite topped kitchen table also had serious damage. The wooden area beneath the table top was partially separated from the granite top and an approximately 20 inch section was completely broken. The bottom base of the table was also nicked and scuffed. The bottom of one of the bedroom nightstands was falling off on one edge.
While moving furniture out of my bedroom the movers hit my wall and shattered an outlet cover. I was standing there when it happened and heard it break and heard the pieces fall to the tile floor, and the two movers made no apology for this damage.The drivers expressed shock about all the damaged furniture and were sorry for the damage. When I asked if they could contact a supervisor for me they said no because it was after business hours. One of the movers said something about driving fast and hitting bumps along the way, but did not say there was an accident. I took pictures of all the damage while the movers were still at my home and later that night I emailed those pictures to Eric Tucker my contact at Ori Van Lines.After seeing all the furniture damage upon delivery at my home I refused to allow the movers to continue the move to Sonoma. At that time I thought they were completely incompetent and/or terrible drivers and I wasn't going to risk more damage.The next morning Eric Tucker replied to my email telling me he had never seen damage so extensive in one of their moves and told me to contact customer service to resolve the issue. At 9am I called Lindsey at Ori Van Lines customer service number. At this time she told me about the accident and gave me the phone number to call the third party claims company. She also told me that the company owner Ido Shtrauss was horrified with the amount of damage and would personally take care of making sure the claim was compensated to cover the cost of the damage. I was also told they would be having a meeting Monday morning about my incident and would discuss the proper amount of reimbursement for the last leg of the move that was not completed.Shortly after 9am I spoke with Diane at Anthem Claim Management. She directed me to the online claims form and explained the process to me. I filed a claim and at the end of September received the claim resolution back from Anthem. They recommended $186 which doesn't come close to covering the $820 I've spent to repair the furniture. It also doesn't cover the reimbursement of moving costs for the Sacramento to Sonoma leg of the trip.Since November 3rd I have been repeatedly trying to resolve the issue with Lindsay and Ido. I have emailed, faxed and called and I am never given an answer. So, now at this point I will deal with the BBB and possibly small claims court.What a nightmare. While many people may have wonderful experiences with Ori Van Lines, my word of warning is don't work with them because if something does go wrong their customer service to resolve the issue is terrible. No one seems to care or put any effort into coming to a resolution.
|
|
|
|
|
|
|
|