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From poor service, to terrible ...
DO NOT USE THIS COMPANY. If my review isn't enough - do more research - you will see time and time again Western Van has terrible business practices, poor customer services, and terrible shipping practices. Check out the photos for the final result. Expect hidden fees, damaged items, lost items, poor customer service, lies, and phone games. During our cross country move we were estimated at $2,000. At pickup time the estimate went changed: * $1,000 for the amount of stuff we had * $500 for living in an apartment I disappointingly acknowledged these new fees and continued with the service. We were told by pickup that our stuff would arrive 1-21 business days after our designated drop off date. Concerned about this new information, we quickly called our sales rep, who assured me 21 days is just the "legalesse" and barring bad weather our things will 100% arrive on the drop-off date. Two days prior to drop-off, I call dispatch to get the status of our shipment. Dispatch informs me, my things haven't left the warehouse. Dispatch lets us know, by policy - WESTERN VAN WILL NOT BEGIN SHIPPING YOUR GOODS UNTIL YOUR DELIVERY DATE. Unhappy about the most recent lie I've learned I heard from dispatch, I call sales. My call is answered by Marty, who re-assures me my things will be expedited and he will inform me when my stuff will arrive. After not hearing from Marty for over 2 days, I call him back. My call goes to voicemail, twice. Still concerned I borrow a friends phone. Marty IMMEDIATELY answers. HE SCREENED MY CALLS. After asking when Marty can get a truck for my move, he yells, "I will not magically poof your things to you". I inform Marty, I dont want a poof, I want a date that my things will be on a truck. Marty then hangs up on me. After another 24 hours my goods are FINALLY on a truck, one day after my estimated arrival. After 3 more days, I get a 12 hour notice, my stuff will arrive the next morning. My next fee: * $500 shuttle fee, because the truck cannot get to my address The driver arrives, delivers my shipment. BOXES ARE SOAKING WET, BROKEN, MISSING SIDES, and MISSING. The driver's manifest does not correspond to the packages he delivers. 17 OUT OF 68 BOXES GO MISSING. Turns out, our driver had boxes in his cab, which he forgot about. He drove them to ANOTHER COMPANY 810 MILES AWAY, which now, 20 days later still has our boxes. The company still will not take responsibility for the missing and damaged goods.
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