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Review 9/1/2010
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--QUOTE DISCREPANCIES--
The online and phone quote for my move was $745, which sounded great. I had all of my things in boxes and mostly disassembled. After over $400 in extra packing materials and tips for the workers it actually ran me about $1200.
--THE MOVE--
The movers were great, respectful and prompt. The move went surprisingly well. Unfortunately a large vanity mirror and a painting I collected many years ago. I called in because the mirror and painting were lost in the process.
--AWFUL CUSTOMER'S SERVICE--
I called a total of 4 times in three weeks, as I was directed to make by the Van driver and the claims agency. Two of those calls were in the first day or so, the others were the following two weeks. I wanted to inquire if there was a time limit in which I could expect the items to be found, and whether I would be entitled to partial reimbursement if I had to move the large and heavy items myself and install them (which is one reason I hired movers in the first place).
From the moment I called to let them know that the mirror and painting had been lost I was treated disrespectfully and rudely. The woman I spoke with was Lindsay. Not once in this entire process this "customer's service manager" EVER say: "I am so sorry that happened, we are doing our best to make sure we find it." Not ONE apology.
I spoke to another customer's service representative, who was not Lindsay, and she told me she would give me a call back later that day. When I did not hear back from her in 24 hours I called back to inquire.
I (unfortunately) again reached Lindsay, who immediately started yelling at me. She told me repeatedly that I was not an IMPORTANT customer, that she 'didn't have time to deal with me' and that I was very rude for calling her at all, and rude for being upset (about her yelling at me, and about them losing my grandmother's antique mirror).
After berating me like this: she outright insulted me! And I quote: "What? Don't have anything better to do than sit around and call me all the time? Why don't you go do whatever that is now instead of bothering me! I have more important customers to deal with. This company is understaffed and we don't have time to deal with you!" She then proceeded to yell at me about how some of her van drivers had gotten into a wreck and all this other nonsense that was not only not MY fault, but really none of my business! At one point I actually had to ask HER to calm down: How very professional.
She spent so much time screaming at me that she didn't even attempt to answer my questions, unless "I don't know" is an answer. And when I asked to speak to a superior (presumably someone less rude and insane) she told me that she was the owner of the company, which after reading these other reviews I have discovered to be a lie.
Customer's service should NEVER include making the customer feel ignored, or like they are the last priority. Nor should you be berated and insulted by a business you paid SO much money to. But at Ori Van lines, that is what you get!
I was quite angry that they were perfectly businesslike in taking my $1200 to move, and then they treated me like I was being a brat the second THEY made a mistake. As if I should have assumed that they would be losing my belongings in the first place!
--BOTTOM LINE!--
While the quote may be low, and there is a 50/50 chance your stuff wont get lost or broken, you can not depend on this company to deal with the claims process like adults, treat you with respect, or help you in any way. Their main MO is getting your money, after that you might as well not exist!
My experience with ori van lines was infuriating, and unfortunate, at best!
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