8/8/14: online estimate requested. Sales rep ***** ****** forgot about the request and did not provide it until 8/12.
8/13: ***** ****** guaranteed Golan's would pick up on 8/30 and deliver between 9/1 and 9/14.
8/30: Golan's showed up half an hour late to pick up my belongings and spent two hours complaining about the amount of work there was to do.
9/2: ***** emailed a final total bill, with a revised weight 400 pounds more than the estimate, stating a final charge of $1443.81 instead of $893. This email also stated that Golan's would contact me 48-72 hours prior to delivery.
9/8: Having heard nothing, I emailed ***** for an update on the delivery date of my shipment.
9/9: ****** ******** responded to my email (Ref#XXXXXX) saying my shipment was delayed due to a broken truck and would be delivered sometime the week of 9/15 - exact date TBD.
9/9: I responded to ***** and ****** by email to express my dissatisfaction with the delayed delivery and lack or prior notification.
9/10: I called ****** to express my dissatisfaction. She replied that she would have to talk to her manager, ***** and would get back to me in a couple of hours. Five hours later, **** called and was rude, condescending, and patronizing as he tried to hold Golan's blameless the situation, and saying that Golan's would let me know as soon as possible IF my shipment was going to be delayed. I informed him that I had already been notified that my shipment would be delayed, and that said notification followed my inquiry, meaning Golan's did was not proactive in keeping me informed, but rather reactive to the situation. I asked for some assurance that the situation was being worked on, which he was unable to provide. Instead, in a snotty tone he told me he could call me every hour if I wanted to tell me he had nothing new to say, he could call me on 9/11 to tell me he had nothing new to say, or he could wait until 9/12 to call and maybe have some new information then. I asked him to call me on 9/11, just for my own piece of mind to know that the situation was being worked on, not forgotten. When I spoke about the inconvenience of having to take time away from a brand new job to await the delivery of my goods, the manager replied that Golan's would work around my schedule, including delivering at 9pm on a weeknight if necessary.
9/11: Having heard nothing from Golan's, I emailed ***** and ****** to request an update.
9/12: ****** called at 9:40am and informed me that my goods would be delivered Sunday afternoon - a time already mentioned to Golan's as inconvenient. When I mentioned this and ******* assurance that they would work around my schedule, ****** replied that 9/14 was in the original time frame, so the offer to work around my schedule was no longer valid. She also informed me that they had just discovered that due to the width of the street on which I live, a shuttle would be necessary at an additional cost of $350, which included a $100 discount from full price.
Given the hassles, headaches, and stress caused by Golan's, I find it utterly disgusting that their solution is to charge me an extra $350 to get them to do their job and deliver my goods within the timeframe guaranteed to me by ***** ******* I know that circumstances change and things happen, but Golan's showed no proactivity in this situation and offered little to no advance warning when circumstances did change. The lack of customer service, the lack of empathy, lack of compassion, and lack of proper communication skills should not be rewarded with an additional $350 charge. Golan's is a moving company, tasked with transporting precious personal items across the country so that people can build new lives. Given this experience, I feel like I have been taken advantage of my scam artists, and the lack of an appropriate response from Golan's has done nothing to allay that feeling.
I would like a refund of the $350 shuttle charge. The street on which I live is wide enough to accommodate a larger vehicle - it is four cars wide. The lack of advance notification that this service would be required in my specific instance, and the circumstances under which notification was given when I had no alternative but to pay the fee, are unacceptable.
Contact Name and Title: ** ********* Director CPC
Contact Phone: (XXX) XXX.6900
Contact Email: ************@aol.com
We have received the Consumer complaint filed by ***** ******** against Golan's Moving & Storage, regarding late delivery & overcharge. We have also reviewed her moving paperwork and the Business' records relative to this matter.
We have confirmed that the Consumer hired the Business to perform a Long Distance move from Illinois to *** ***** commencing on 8/30/14. Prior to the move Consumer obtained a phone/email estimate based solely on her representation of the size/scope of services needed. The estimate clearly states that any accessorial services needed (long carry, shuttle, stairs, additional shipment weight/volume, etc.) would result in additional charges above the estimate. She was also given an estimated delivery range of 9/1-9/14/14 at that time. After the shipment was picked up, Golan's emailed her on 9/9/14 advising that the shipment may be a few days later than estimated. Consumer advised on 9/10/14 that she must have delivery by 9/14/14 as she was starting a new job & it would jeopardize her career if she did not receive her goods by that date as she did not have anyone else who could accept delivery on her behalf. Therefore Golan's did everything possible to accommodate this & advised Consumer on 9/12/14 that they would indeed deliver to her within the agreed delivery range, on 9/14/14. They also advised that they had determined that a shuttle would be needed as the configuration of her delivery location would not accommodate a large tractor trailer. Consumer was advised that the normal rate for such a shuttle service was $450, but the Business gave her a $100 discount for customer service, for a total charge of $350. Consumer advised she did not want to take delivery on 9/14/14 although it was within the agreed time frame, as she had an appointment on that date. She was advised that she would need to be available for delivery & the Consumer then ended the call with Golan's representative. Delivery was in fact completed on that date, therefore no late delivery occurred. Consumer was charged appropriately for actual services ordered & received, and in fact was given a $100 discount for good will.
Based on the above, no late delivery or overcharge occurred and delivery has been completed to Consumer in full. Therefore, at this time no adjustment is due Consumer. We respectfully request that this case be closed as Resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the response from Golan's Moving. Delivery did not take place on September 14, nor did I refuse delivery on 9/14. I was prepared to forego my previous appointment on 9/14 to take delivery. However, on 9/13, **** called me to inform me that delivery would not take place on 9/14 due to a sick driver. He called again on 9/14 to tell me the driver was still sick. On 9/15, I called him and he replied that the driver was still sick and a contingency plan had not been reached. I told him that if delivery was delayed to 9/19 or later, I would not be in town to receive the shipment. He replied that they would deliver on 9/18. On 9/16, I received a call from ****** confirming delivery on 9/19, which felt very much like Golan's was trying to force me into a situation wherein I would have to refuse delivery so that they could not be held accountable for damages. I also spoke to ***** on 9/16, who said that my shipment would be delivered on 9/18 if I agreed to provide a written statement saying that I would take down my BBB complaint, which felt an awful lot to me like my belongings were being held hostage. I told her I would not do anything regarding the BBB complaint until my shipment was received. On 9/17, I received a confirmation email from ****** stating that my shipment would be delivered between 6-8pm on Thursday, 9/18. The drivers for my delivery called me when I was on the subway home from work to meet them where there is no cell signal, did not leave an actual voice mail message, and proceeded to go take care of another job first. After several additional phone calls with the delivery driver, they finally appeared to deliver my belongings at 9:06pm on September 18, four days after the first delivery window, and over an hour after the second promised delivery window. It appears that ** ******** is missing about a week's worth of phone calls and paperwork in regard to what actually happened during this transaction. I would suggest that Golan's go back and update their records to reflect the most current information on the situation.
The shuttle charge was waived, yes. I am no longer requesting a $350 refund for the shuttle fee. I am requesting that the BBB hold Golan's accountable for their breach of contract and unethical business practices including (but not limited to) ***** saying my belongings would be delivered on 9/18 on the condition I take down my BBB complaint, and the boldfaced lies told in their response stating that the shipment was delivered on 9/14. I have attached photographs of the delivery receipt signed by the Golan's driver and I, dated 9/18, and stating that one dresser and at least three boxes were damaged upon delivery. I have also attached photographs of the damage.
Golan's has failed to act professionally, responsibly, or ethically in handling my move. This response claiming that my shipment was delivered on 9/14 is a flat out lie. The claim that the reason my shipment was not delivered on 9/14 is a flat out lie. I am requesting that the BBB hold Golan's responsible for their dismal business practices.
Final Business Response
We have reviewed the recent rebuttal filed by ***** ******** relative to her ongoing consumer complaint against Golan's Moving & Storage with the BBB.
It must be noted that we did file a second/follow-up response on the same date (9/29/14) immediately after filing our first response, which confirmed that consumer did in fact get delivery on 9/18/14 (not on 9/14/14 as we previously indicated due to incomplete information in the file). As delivery was completed on 9/18/14, the date agreed to mutually by Consumer & the business, no compensation is due for that issue. Further, consumer has confirmed that the shuttle fee was waived, therefore that issue is no longer in dispute. Regarding the BBB complaint, the business merely asked if Ms. ******** would notify the BBB that her complaint was resolved satisfactorily once delivery was completed, as Golan's is well aware that complaints cannot be "taken down" by consumers once filed. Finally, regarding any alleged damaged items, consumer has not filed any claim to date in the 30+ days since delivery was completed. As such, if she wishes to file a claim, we would ask that Consumer contact our claims office at (XXX) XXX.**** (Mon-Fri, 10am-5pm EST) to obtain a claim form, so that she may file a written claim within the time frame specified on her BOL as is required to open a legal transportation claim.
Based on the above, we must again reiterate that no compensation is due Consumer at this time. Further, Ms. ******** indicates that she is "requesting that the BBB hold Golan's responsible for their dismal business practices" which is not within the purview of the BBB. As Consumer is no longer seeking any monetary compensation, we respectfully request that this case be closed as Information Only. Thank you, ***********, Director CPC