continental van lines inc refuse to assist me with their (supposed) insurance company re: a broken chair Pompano Beach, Florida

22nd of Sep, 2011 by User212866

Out of a number of companies that I interviewed over the phone, Frank called me on a Sunday afternoon, very polite, professional and I though he deserved my trust, He mentioned that all his employees are full time professionals, he is licenced and insured, offered me a competitive price and I hired him (his company). The movers were great, they worked hard and despite the fact that the service took much, much longer than planned, I was happy with the work. Sometime during the process of unloading the furniture, one of my dinning room chairs fell on the floor from the dolley. I did not check at the time, but just before the movers left, we realized that the chair was broken and unstable. The mover told me that I should call Frank and that the their insurance company would take care of the repair ( the chair is one of six of a complete dinning room set). Then is where the company really showed who they are!! I called and tried to file a claim with their insurance company. Frank (which later I found out is the owner of the company) told me he would e-mail me the form to file the complaint with the insurance company. Since I did not receive any e-mail, I kept calling every other day, until I got a live person - said to be Frank's secretary. Since Frank was out of the office, I was trying to tell her what happened and that I needed a solution for my chair, which way to go to file my claim. After my second call and I told her I was going to dispute the charges with the credit card company until I had my chair repaired, she - which has very poor customer service skills - asked me to which e-mail address I was sending my requests - which was exactly the same e-mail address from which I received my quote. She said that e-mail was wrong and gave me another address. A few hours later, I received an e-mail from Frank with the links to file the claim (supposely). The instructions are so rude, that makes you feel guilty of having had your furniture broken!! It specifically says in bolded letters DO NOT CALL THE OFFICE because they have nothing to do with it. The two links to claim, do not open. I tryed to e-mail, it comes back "undeliverable". I had no choice but call again and got to speak with Frank, who was very rude, told me I must have typed the wrong address, that they have up to 120 days to solve the problem, etc... and finally he hang up on me. I don't think anybody wants to do business with this company. I definetely do not recommend!!!

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