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green wheels van lines green wheels moving It's a Nightmare Captiol Heights, Maryland

14th of Aug, 2011 by User392148

Had a nightmare on my Friday's, August 12, 2011 move for just baby grand piano and then a console piano to a relative's house. Cost went a lot over what was estimated. These were the problem I had which changed after I put a down
payment as requested:
Problems:
1. After down payment was provided the receipt didn't reflect what was on the estimate and after I emailed John I was told a replacement receipt will be sent WHICH NEVER HAPPENED. Move time and travel time was wrong. Additional deceiving verbage were added.
2. At 8:08PM the night before move (18 hours before the move) I was told that they had a cancellation/confusion and
wanted to move my 2PM to a 9AM instead but because of our availability a 12noon time is agreed.
3. At 9:08AM I was told that their truck has a broken axle and will call me within the hour to give a status BUT NEVER GOT A CALL BACK.
4.I called at 11:01AM to get a status and again was told they will try to get another truck and call me back within the hour BUT NEVER HAPPENED.
5. Finally at 12:47 I emailed John and called John explaining my situation. I finally got a call at 1:53PM from mover and said their GPS says they will be at the pickup place in 1 hr and 15 minutes.
6. They arrived 3:05PM and was told they need to take off the piano's legs and needed tools which they didn't have. Tools were provided to continue work.
7. On the way to destination I was requested to have one of the mover to drive
with me because of their fear that they may be stopped by the Police for having
4 people in the truck.
8. Again tools were provided to assemble the piano at the destination. One of them also inserted the longer length of the bolt to the wrong leg which cause a loud creek on the body.
9. The older piano was moved 4.5 miles away and they drived at 25 to 30 miles per hour on a 40 MPH road which I suspected to increase time cost.
10. They also suddenly stopped working at 6:05 resting and not doing anything
for at least 15 minutes before they approach me to settle off the bill already
even though they have not completed the job which will require only 2 minutes.
11. Bill was over 250 more than estimated so I ended up arguing with Steve/Pip who gave a lot of crazy reasons..
12. Moving a grand piano cost me $645 for a job that took 3 hrs and 5 minutes if they didn't intentionally delay. Original Estimate by John was 472.50 ($105/hr for 3 hrs and travel at $105/hr on a 1.5). John was nowhere to be found during the move time. With all my troubles I should have been the one compensated. I've waited at the originating city for at least 4 hrs expecting them to be there at 12noon.

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Comments

4764 days ago by Madlady

I had a similar experience with this company for an 8/10/11 move, estimate was over what was quoted and when I complained they were unable to explain the variance other than stating extra labor and materials, as of yet they have been unable to specifically account for what the extra labor or materials actually were that weren't in the estimate. All they have given me is handwritten alteration that was changed AFTER I signed it, with some extra charges, no extra supply inventory, weights, or anything specific. The total time involved is what I had been told originally... Steve blamed John for not providing an accurate estimate and when I complained to he John just said sorry and forwarded it on to Steve.

I've filed a complaint with the BBB and from what I can tell they're also violating FMCSA guidelines of collecting over 110% of the estimate of a non-binding estimate upon drop off and not providing any new estimate on the pick up end if they suspect they're over the original estimate, I'll be filing a complaint with FMCSA also. I've learned my lesson all future moves will be binding estimates... no surprises in the future for me. If they had treated me with respect and not blown off my original complaint I wouldn't have had to follow up with the BBB or FMCSA but after literally being called a liar & being shocked that I complained that was the final straw for me. They could use a course in customer service and conflict resolution.