Please consider carefully to choose your movers! It could make you headache!
I don’t know how I would express my disappointment about Colonial Van Lines’ moving service.
I have moved from Buena Park CA to Dallas/Richardson TX recently, and my stuff were picked up on 6/14. When the pickup trucker came for pickup, they asked me additional cost for Satellite truck because it’s not allowed 53′ full truck in the area. But it was reasonable and I accepted the request.
I initially contacted the customer care rep at Colonial Val Lines, around on the end of June (6/29 or 6/30) to arrange for the delivery, and the rep said you would need 15 days delivery window. Since I had to leave for a business travel at that time, I explained my situation and asked if it’s possible to shorten the window to make deliver between 7/14-7/15, and she said she would try but it’s not guaranteed for that short window. Anyways, I arranged the delivery window starting from 7/14.
I got called from their trucker or mover’s dispatch around 7/11, and he asked me the delivery window again. I told it should be 7/14-7/15 because of my business travel, and he said that’s too short to arrange because their minimum delivery window should be 6 days. I told him it’s ok to keep the current delivery window as 7/14-7/19 because I could ask one of my colleague to receive the delivery for me.
I got noticed the delivery wouldn’t be made during my request window around 7/12 once I called to their customer care. My packages were not even departed from CA at that time, and they were planned to departing CA during the weekend (7/14~).
I was in Pennsylvania at the time and came back to Dallas TX during the weekend just for my initial delivery plan, and had to go back to Pennsylvania again on 7/16, and tried to make another delivery appointment for the following weekend (7/21-7/22). It was ok by then because I already took the risk of miss delivery with my initial delivery request. But, when I checked back with their customer service on 7/16 and heard my packages were still not departed CA, my disappointment begun. She said she would update me once it’s planned to move my packages, and there’s no any update until I called back to them on 7/19 or 7/20. She said although my packages were still in CA, they would be departed at least during the weekend (7/21-7/22) because the last day of my 15 days window will be 7/28.
I again came back from my business travel on 7/20 to prepare to receive my packages on the following week days or weekend. I never doubt it because the last day of delivery window will be anyway 7/28.
When I checked with them on 7/25 (it was pretty hard to reach out to them), my packages were still in AZ and their mover was trying to deliver another customer’s stuff and there’s no even plan to depart AZ at that time until they completed another customer’s delivery. She also said they would compensate for the dates over the deliver window, but I don’t know how they could compensate for the mess that they caused on my packages.
I had spent frequent flight cost to return back from my business travel, and I was having to staying at hotel even though my apt lease has been started from 7/14 just because they had not yet to bring my stuffs here to Dallas.
Finally, my packages were delivered on 8/11, after 44 days from my initial delivery request, with some damages or missing stuff (End table, Fan, Lamp, Box springs were damaged, and Dining table’s legs were missing).
They have deducted $30/day compensation for the delay for 13 days when I had to spend more than $2,000 additional money for the delay. The worst things are the sales person as well as the customer care agent could not be even reached out from the end of July until my packages were delivered.
I’m now processing for the damage claim, and I do not even know how long this will be taken or if it will be processed.