The company stated their policy of an average of 1-14 days from pickup to delivery for my relevant regions but they took 45 days.
I worked with **** ****** from AVL and the driver delivering my home goods was **** *********
After I set my reservation for a pick up date of August 20, 2013, I didn't hear much from AVL. I emailed and called several times to get in touch with Alan to followup regarding my anticipated delivery date, but most of my emails were never answered unless I followed up with a phone call.
On August 20, I had problems with Mike who came to pick up my belongings in ********. He came 5 hours late, left trash (empty tape dispensers, napkins), and came ill-prepared. He asked to use my tape, stating that he was out. After he exhausted my supply, he went to get more from his truck. I made him a sandwich and he left the crumbled up napkin with the crusts outside of my apt entry way, bundled up on the grass.
On Monday, Sept 30, the driver **** stated that he would be able to meet me on Wednesday for which I was able to change my work schedule around. However, on Tuesday, he stated that it would be Wednesday afternoon or evening, at the VERY latest, Thursday MORNING. After 6pm on Wed, **** stated that he would not be able to meet me Wednesday evening and that it'd be first thing Thursday morning. With this understanding, I took off of work on Thursday and waited for him in Nacogdoches early in the morning. However, he never called. I essentially woke him up at 930am.
He called me at 648pm to let me know that he was on his way and that he'd make it at 9pm. I met with **** ******** at 930pm on Oct 3, 2013. This was Thursday night at 930pm! **** tried to charge an additional $1000 for a long carry but brought it down to $250. To avoid this my father shuttled the boxes to the front door AND helped carry everything. **** still charged $75 & they completed everything around midnight! Had Dad not helped, it would've been 2am!
While the policy states an average of 1-14 days for delivery from ** to *** with a maximum of 21 days, it's very difficult for me to understand why my delivery took 45 days. Both states have major roadways and are not far from major cities. The time (1) frame was ridiculous, (2) trash was left by both the pickup crew and the driver (**** went so far as to say that he doesn't pick up the trash when I handed him the balls of tape which he cut from the blankets), the (3) customer service from AVL was lacking once my belongings were picked up, (4) I had to request a credit for $388 twice for a charge in excess of my total balance (charged by **** during the pickup), (5) there was NO followup, which I can elaborate further with my call logs and emails to AVL, and (6) the manner in which my delivery was handled was poor and unacceptable. I have been very patient and polite, yet my questions and concerns weren't acknowledged. This is appalling and quite frankly, astonishing! I cannot believe that it took 45 days and that my 57 year old father had to help. No one even notified me that my belongings were picked up. I had to call to find out by getting transferred and put on hold several times.
My items were delivered on Oct 3. On Oct 4, I requested a reasonable 15% refund (from the total payment of $1645) for the reasons listed above, not taking into account lost wages and expenses for professional clothing due to not having my belongings. On Oct 5, ***** ******* (manager at AVL) responded, stating that the company will discuss my case on Monday, Oct 7 and get back with me via email on Wednesday, Oct 9. I did not hear back from them. On Friday, Oct 11, I emailed *****. On Monday, Oct 14, ***** responded and offered a $175 refund (about 10.5%) but that I'd have to sign an agreement stating that I would not pursue further action against AVL nor would I file or continue with any complaints. That afternoon, I responded that my 15% was a fair and reasonable request and insisted that the company reconsider. I asked AVL to please provide a decision by Thursday, Oct 17. The company has not yet responded.
I requested a 15% refund, total $246.75, even though wages and expenses incurred totaled to over $700.