Company neglected to load a large piece of furniture when loading on June 13, 2016 in Atlanta. As of this date, have not received the missing item.
We contracted with ALS Van Lines for our move from Kennesaw, GA to Boca Raton, FL. We were required to pay up front which we did although we questioned the practice. Our furniture and household goods were loaded onto a truck on June 13, 2016. Due to an error on their part, we did not receive our property in Florida until June 28, 2016. After unloading, it was determined that a large piece of furniture, (a wooden dresser) had not been loaded onto the truck in Atlanta. After several phone calls to their office, we were told that the dresser had been located in their warehouse and they would make arrangements to deliver to us. It is now July 21, 2016 and we have yet to receive our property. We were told after they located the bureau that every effort would be made to have it delivered to us. I have been in touch with the individual who we signed the contract with (**** *****), a customer service rep (********* ******), and the owner of the company (**** ******). On July 15th, we were informed by Mr. ****** that the dresser would be crated and shipped via UPS to a location here in Florida and we would be notified when it arrived here to confirm the address where it would be delivered. As of today, we have heard nothing from them..our emails and phone calls are not returned. The customer service at this company is seriously lacking. They have a "these things happen" attitude. We are seriously thinking that our property is either lost or irreparably damaged and they have been lying to us all this time. My husband and I are senior citizens who don't need this kind of stress and treatment. We signed with this company because they do business under the Arpin banner and we have used Arpin many times in the past and been very satisfied with their service. We have recommended them to our family and friends. This will no longer be the case. We have moved our household many times in the past and have never been treated so indifferently.
We prefer to have our property returned to us but if indeed it is lost or damaged or there is some other reason for this sitation, we demand compensation or replacement.
Contact Name and Title:***** ***** Claims Manager
We, at ALS Van Lines Service Inc., do not make it a practice of misplacing or delaying our customer's items that we are storing and/or transporting. Unfortunately, with the sheer volume we and others in the same industry are dealing with (75% of our total business within the summer months), incidents do occasionally happen. We, however, try our best to resolve the issues the fastest, most efficient, and best way that is available to us. We agree with Mrs. ****** on most of her statement and facts, with exception that we are not ignoring her calls or not share in her concerns of delivering her missed furniture piece with the rest of their goods. We have been in constant contact with the ****** family and will continue to do so until we have concluded their relocation to Boca Raton, FL. We had attempted to ship their dresser via UPS and Fed-Ex Freight at first, however their delivery schedules were not to our satisfaction (delivery spread was several weeks). We have arranged to have one of our other qualified and quality drivers deliver the piece to the ****** family within the next 7 days (by August 2nd). We will deliver and place the item within their new residence wherever they wish.
Again, we do sympathize with our customer and apologize for the inconvenience of not having their dresser sooner. However, we are relieved to be able to resolve this single issue with them and hope that we can restore their faith with our company and the proud van lines we represent, Arpin Van Lines.
(The consumer indicated he/she ACCEPTED the response from the business.)