Security Van Lines

2 Reviews: Add Review

1. Securuty Van Lines move.

   The move was done in July in the Deep South.  The movers did a good job of wrapping the furniture to prevent soil or sweat damage.   I moved from a 3 story condo with tight stairways and no elevator.  The movers handled very heavy furniture down 2 flights of stairs.  There was no damage to the walls or the furniture.  All of the furniture and boxes were inventoried.   My belongings were added to a partially full truck.  Once loaded my belongings were delivered less than 4 days later.  All my belongings arrived in the same shape as before the packing began.

2. Dishonesty.

   Do not use! Excerpts from my complaint letter below outlines the entire picture.
   
   Dear :
   
   I am writing to register a complaint concerning the initial aspects of our move by Security Van Lines, Agent for United Van Lines.
   
   The complaint concerns what I consider to be deceptive practices on the part of an employee/employees of your company evidenced when I found, to my dismay, on the inventory sheets that almost every article of furniture and other items were marked scratched/rubbed/gouged/soiled/mechanical condition unknown when, almost without exception, that they were in pristine, if not new condition. As I was presented the first sheet for signature, I noted a series of barely legible code numbers next to the first item, “ladies’ bike”. When I asked what the codes represented, I was told, “rubbed, frame scratched”. Recalling that the bicycle was still in the driveway, I replied, “Come on, let’s take a look” and asked the driver, to show me the damage. He could not point out any damage and said that the tires were flat. I replied that they did indeed need air but there was no apparent damage to the bicycle. He then crossed out some of the codes and we went back inside to review the remaining sheets. As we began reviewing the sheets it became apparent that every item on furniture was marked as damaged in some way or another. I pointed out to Howard that the 6 Mart Stam side chairs, the 2 Barcelona chairs and the Eames Lounge chair and ottoman were in absolutely new condition without a single blemish and that I did not recall any soil on the upholstered items. To this he replied, “Sir, if someone ‘has sat’ on it, I consider it soiled.” I asked him about the aforementioned leather chairs informing him, “You know as well as I do that those items were without a scratch and were in absolutely new condition when we walked the house this morning.” He, replied, “You can mark those notes out, Sir and mark the furniture as ‘new’”. I responded, “I know what you are doing, you are buying yourself insurance by marking every item we own as damaged so that if it comes out that way on the other end, there will be no liability and your incentives will not be affected. Howard replied, “I am sorry that you are unhappy about your move, Sir.”
   
   I would also like to note that the day had progressed relatively well until he attempted to remove the stacking-washer dryer from the laundry/bathroom and found out that there was not sufficient room to wheel them past the sink. At this point he became what I can best describe as “disturbed” and started barking to his two assistants to help him pick them up and carry them over the sink to get them out as it appeared too difficult to remove the support brackets. I informed him that these units were not intended to be carried that way and that he would damage both the equipment and the walls. He proceeded anyway and the support brackets started to bend and the wood casing on one of the walls was damaged. “Stop!” I informed him, “the brackets are bending and you are scraping the wall. I will remove the sink.” I asked hum if I could borrow the tools from his toolbox and proceeded to look for the appropriate items. While searching the box, I noted that he had a complete selection of scratch cover markers to match most available wood stains. (Hmmmm, I wonder why?). Not finding the necessary tool, I went to our next-door neighbor to borrow them and then removed the sink. The washer and dryer were then quickly removed. At this point, I would like to acknowledge some minor pre-existing abrasions to the left side of the washer and dryer towards the front. There was no other damage and both items were in excellent mechanical condition, working perfectly as we washed and dried last minute items throughout the packing process. The extra top was packed separately. I will also note that the TV and all stereo equipment were in perfect working condition until prior to loading. I packed the stereo equipment myself in original manufacturers shipping containers, leaving them unsealed for inspection. The packers sealed these packages. I pointed out to __ that I heard a sound of cracking plastic as he dropped the TV twice during the process of wrapping it in pads. He denied this. One doorway was also damaged on both sides. He noted all bed frames as damaged. When I said to him, “Howard, there’s not a scratch on them”, He replied, “Bed frames are always damaged, Sir”.
   
   I am attaching a copy of the high-value inventory form that I completed prior to the move and submitted to the packers. Each and every item on this list is in “as new” condition with the following exceptions that I will acknowledge:
   
   Your moving consultant can also verify the condition of the furnishings as I carefully pointed out their value and condition to him during the bid process and asked how they would be wrapped and how we could ensure that they arrived at the other end unharmed. I again reviewed this matter with the consultant as I was concluding the bid process as for me the care of our items was the defining concern in selecting a van line for the move. Holley promised “export packing” which would include individual boxing of the chairs, once wrapped. This packing did not occur.
   
   
   Unfortunately, by the time I was presented the inventory sheets with items simply marked: “table”, “chair” etc. it was no longer possible to discern which item was which and considering Howard’s agitated state, I signed the forms after only some corrections and Howard departed. I immediately telephoned Sheila Gathwright to inform her of the situation that had just transpired and said that I was concerned about the subsequent care of these items at the warehouse. Sheila apologized and told me that she would inform Howard’s supervisor Terry immediately.
   
   I would also like to share with you the following notes that as a service company, I am sure you would like to be aware: ..
   
   The packing process went quite well with the following exceptions:
   
   During our walk-through of the house, a bag full of items and some loose articles were noted in a corner of the dining room. The ladies asked if these were to be packed and I replied that they were intended for Goodwill. A little while later, hearing activity in the dining room and wondering what was going on, I entered the room to find the ladies sorting through and placing some of these items into a box. Guessing that they were taking these items for themselves and not being too concerned about their disposition, I walked back out again. The lead packer then came to me and asked if it was OK for them to take these items. I replied at that point that it was OK.
   Their cell phones, particularly __’s rang incessantly during the entire day and she spent what must have cumulatively been hours talking on the phone as she packed. Obviously, this was not a productive practice and quite annoying for the client.
   
   Otherwise the ladies worked diligently and by the time they had been given charitable discards, doughnuts, a Subway lunch and $20 apiece in gratuities seemed to have warmed up to us.
   
   The third party craters were polite and helpful. They appeared to take good care in their duties.
   
   The moving van sent for the loading was an absolute disgrace, covered in rust and fading paint. I felt quite embarrassed to have it parked in front of our house. What kind of an advertisement for your business is that traveling the roads? Take a look at UPS or FedEx vans for an example of well-managed organizations! Have you ever even seen one dirty, let alone damaged?
   
   Service provided by the moving consultant was courteous and timely. He left a bottle of wine with his card on the doorstep the night before the packing which was a thoughtful amenity and the type of gesture that can set a service provider apart.
   
   Service provided by the office coordinator was exemplary. She called several times each day to check on the progress and she was extremely courteous. She assured me of prompt follow up on the complaint that I registered with her on the phone.
   
   I am sure that everyone at Security and United Van Lines is well aware of the stress a customer endures with a move that not only includes the packing process but also that of a new position/job and uprooting one’s family. I work long and hard to care for my family and our possessions and yes, we have a few nice items. These possessions are entrusted to your care and I trust that everything possible will be done to ensure their pristine condition during this move. I ask that the condition of all items be corrected on your records to reflect their true condition as I have noted and revised copies be forwarded to me. I am not involving the Better Business Bureau (where I originally checked references on your company) at this point giving you the benefit of the doubt that this experience was the behavior of an errant employee. If there are further issues and this matter is not addressed, the BBB will only be the beginning.