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Poor customer service moving from Manhattan KS to Lafayette IN
Moving Review on Franklin Van Lines

Reviewed By Benjamin on - 178 Views

Overall Review Rating
2.2
We just completed an interstate move (618miles) and although the moving crews were fine, we did not have a good experience with the company sales and dispatch departments. The initial quote (with all of our furniture and an estimated number of boxes) was a good price so we paid our deposit and scheduled dates. Our quote was "updated" twice by the company - once by a rep 2 days before the move and once by the foreman on moving day. Each time the increase was exactly 150 cu. ft. The rep even wrote 18 large boxes instead of our count of 8, but when I tried to call the rep back to correct the error - no answer. So I texted and emailed - again no reply. Their answer when questioned was always...Oh, don't worry. You won't be charged if you don't use the space. But it affects your deposit amount and I doubt you ever see much of the adjustment for actual usage. The initial price was not even close to the final price, even though our inventory list did not change by much. Dispatch said the movers would come between 2-5pm on Friday (the second of our selected moving dates). Friday came and went...no movers, no call. Again, I tried to get ahold of someone at the company - call, email, text, leave a voicemail...no reply. Saturday morning, still no calls or messages. My fiance and I scramble to readjust our schedule with the real estate company and make alternative plans for our packed belongings. At 4pm on Saturday the movers called and said they were just leaving and heading our way...they would be there in the evening - they had just been dispatched to pickup our belongings. They did eventually make it on Saturday night (>24hrs late with no notice or warning). This is unacceptable customer service, especially for something as complex to organize as a move. I would strongly recommend AGAINST using Franklin Van Lines based on our experience.

Franklin Van Lines - Rating and other Move Information
 Accuracy of Estimate
 1.0
 Moving Services
 2.0
 Packing Services
 4.0
 Professionalism
 2.0

 
Origin:Manhattan, KS
Destination:Lafayette, IN
Quoted Price:$2,212.00
Actual Price:$3,800.00

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1 Comment

Smoke | Commented on May 7, 2017 at 02 : 05 PM
Benjamin,

I would like to know if your move was a military sponsored or PCS move to a new duty station. I am beginning to hear a series of complaints from military families regarding price switching with moving companies and am trying to find out if there is a trend.

     


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Franklin Van Lines
3900 East 45th Ave
Denver, CO 80216, USA

 

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