Horrible Experience with UNITED (CROWN)

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Tkeller
Posts: 10
Joined: Thu Jul 06, 2006 12:28 pm

Horrible Experience with UNITED (CROWN)

Postby Tkeller » Tue Aug 01, 2006 4:06 pm

I am still in the midst of a move from the Bay Area to PA. Step by step its been a total nightmere. To top it off, I used, and paid more for, this specific mover based partly on the advice of this forum. I feel it my duty to inform others of this horrendous eperience thus far. The sad part is that I received much cheaper quotes elsewhere. I'll try to list:

1) Their "relocation specialist" changed the move date on me 3 times, after commiting to it each time. The second time, I had him swear to me it would not change...you guessed it, he changed it. This resulted in my spending nearly $2,000 more in plane tickets to change our flights. And, I was now locked in and could not find another mover.

2) He told me he would send the final paperwork to me, but instead waited 3 days to do so. Then after I signed it and sent it back, I called him and asked him to call me back to confirm....He NEVER DID. he became the invisible man. to this day, he has not returned ANY call I have made. I guess his compensation is not based on customer service or satisfaction, merely "transactions"

3) I left no less than 10 messages for this individual to call me back, as I still had not provided the final destination address for the move. HE HAS YET TO RETURN A PHONE CALL. This is the person that sold me on how great the service was at Crown and how I could always contact him. After my credit card was charged, he simply vanished.

4) Called Crown and got the name of the "person that was handling my move". Incompetence would be too nice a word for her. I had to go over everything with her in detail. All she could do was blame others in the organization. She had not coordinated nearly anything with the relocation specialist. She then promised to call me back with the specifics of the move (e.g., when the truck would arrive, how long it would take, boxes). SHE NEVER DID. I had to keep calling over and over and hope to get her on the phone.

5) The mover showed up, and I will say, he was a very nice guy and did a very good job loading things up and packing the truck. he made at least the loading a very stress free event. He also told me that 1) He planed to deliver me Monday (7/31) 2) He would call me on the weekend to let me know how things were going. 3) I requested the final weighing and he said he would give it to me over the phone. HE DID NONE OF THE ABOVE. I had to call him Monday and ask what was going on. He did not call me as promised. He then informed me that he "decided" to deliver his Boston load first. OPPS. So, he would be here absolutely on Wednesday (the last day in his allowed window). I HAD HIS 100% GUARANTEE HE WOULD NOW BE HERE WEDNESDAY.

6) I called AND LUCKILY REACHED the person handling my move and asked 1) where is the wieght estimate and 2) I need the final bill. she promised to E mail to me...You guessed it NOTHING. My CC has been charged the full amount of the estimate, and now I am in limbo waiting for the final tally so that i can at least get some reimbursement from my company,

7) Today she calls me...no mention of the above. But informs me that the delivery date has changed and will now be either tommorow afternoon or 8/3 (past their window!). when asked why? she just states she does not know why and she is just telling me what is going on and get this...I should be happy they are informing me. I ask if she contacted the driver...NOPE. will she? NOPE. When will i get a better estimate? "Well, you can try the driver, that is all I know"...

Botton line: the management decided to deliver the Boston customer first, knwoing they would miss their window with me, unconcerned that I was originally told that I would be delivered first and on monday, making my window. APPARENTLY A BUSINESS DECISION WAS MADE THAT I WAS NOT WORTH AS MUCH AS A CUSTOMER TO THEM.


8.) I am fuming and call the manager. He takes a casual attitude and basically says nothing but hot air. He then abrubptly puts me on hold and now comes back to confirm that the move will now be for sure on 8/3, past their window. When I explain the dissapointment with the events above, he basically says he is sorry, but there is nothing he can do. He also tells me that I can file some kind of form for them being late, but refuses to provide information on it. I told him that he needs to E mail me: the wieght report (promised but never delivered), the initial estimate (promised, not delivered), the date of delivery, and full details of what remedies I have for them being late. I need something in writting. He is very indifferent to the entire thing. Basically trying to get rid of me quickly. (We got your money, now go away!)

I would like to know what other resources there are to inform others/report this experience, as I paid A LOT for this move and am extermelly dissapointed with the "value" received from supposedly a top-notch mover.


IN SUMMARY, THUMBS DOWN TO CROWN UNITED. I will be more than happy to provide additional detail to anyone that wants it.
Last edited by Tkeller on Wed Aug 02, 2006 9:38 am, edited 3 times in total.

Rachel Knight
Posts: 3
Joined: Sat Jul 29, 2006 4:19 pm

Re: Horrible Experience with UNITED (CROWN)

Postby Rachel Knight » Tue Aug 01, 2006 4:31 pm

Thanks for sharing. This is the first time I read about them.

Diane
Posts: 15824
Joined: Tue Oct 07, 2003 12:18 am
Location: Los Angeles

Re: Horrible Experience with UNITED (CROWN)

Postby Diane » Tue Aug 01, 2006 4:39 pm

Hmm . . . this company has a very good reputation among people in the industry but yours is the first review by a real customer.

I think some highfalutin' companies like Crown are much more oriented to national/corporate accounts, office and industrial shipments, overseas shipments, military shipments, or whatever, than to COD accounts paid for by individuals. I don't think this move is going to be a real disaster for you (except for the one-day-late delivery, which you can get a small sum of money for but it probably won't be worth filling out the paperwork). However, the total lack of communication and concern that you describe is very troubling. I certainly won't be recommending this company or its sister company in Southern CA to anybody after reading this.

If the company won't provide you with the documentation you need to be reimbursed for the move, you may have to approach United HQ in Fenton. Somebody on this messageboard can probably tell you how to do this.
Diane
Check out domestic companies on this thread. Click here for a detailed, authoritative article on international moving.

Nancy
Posts: 2255
Joined: Wed Mar 10, 2004 7:24 pm
Location: California

Re: Horrible Experience with UNITED (CROWN)

Postby Nancy » Tue Aug 01, 2006 5:19 pm

OK, the office at Crown may not have the weights physically because the driver holds all the paperwork until delivery. So they are physically with him in his briefcase.

There is no "invoice" at this time to submit to your company because your move is not completed. It is not possible to produce an invoice until all paperwork is audited by the HQ (in this case United Van Lines). Normally you get an invoice 2 to 3 weeks after the service is complete.

For the delay, I suggest you call United HQ, their number should be on your paperwork. If your shipment is above 3,500 Lbs, you should receive compensation for a mid range hotel and 50% of your meals for Wednesday night and Thursday.

As for the loading, you should again ask United HQ about this. Did you have a load spread?

Diane
Posts: 15824
Joined: Tue Oct 07, 2003 12:18 am
Location: Los Angeles

Re: Horrible Experience with UNITED (CROWN)

Postby Diane » Tue Aug 01, 2006 6:48 pm

Someone who was considering moving with Crown just posted that she got similar odd vibes from the company and decided against them:
ashishcn wrote:I had a similar sense about Crown since I last posted about them on this board. The estimator did his estimate and has basically assumed that I will be going with Crown and set up a move date for me. I have not signed any paperwork or communicated in anyway that I will be moving with them. - http://www.movingscam.com/forum/viewtop ... 7227#67227

Also, I noticed that the phone number of the company is in very tiny font at the bottom of the page on its website at www.crownwms.com. Maybe it's meant to look low-key and elegant but it isn't a customer-friendly design.

Tkeller
Posts: 10
Joined: Thu Jul 06, 2006 12:28 pm

Re: Horrible Experience with UNITED (CROWN)

Postby Tkeller » Wed Aug 02, 2006 8:28 am

Again, I would STRONGLY advise against using CROWN. They were the highest quotation for my move and they PROMISED hand holding and low-stress. They delivered the opposite.

- When the company makes promises to you, you expect them to be kept. There are no excuses. If you can not deliver, don't commit.
- There is simply no excuse for poor customer service. NONE.
- Communication during a move is ESSENTIAL. There was NONE in my case. Getting a hold of someone was like pulling teeth
- I needed to escalate to the senior management, to simply get basic information about my move
- The mover promised me the final weight LAST WEEK. Did not get it, and still don't have it.
- The "relocation specialist" pushed hard to get me to go with them, assuring me of constant communication and NO STRESS. He then simply dissapeared, never to return ANY phone call. Moreover, he switched dates on me THREE times, after promising not to. He knew I had other options, but kept me on the "hook"until I no longer had them. Then, he vanishes, without a trace. Sorry, this is not how business should be done.

THIS IS NOT ACCEPTABLE. PERIOD. If you think this is ok, then by all means go with CROWN.

Tkeller
Posts: 10
Joined: Thu Jul 06, 2006 12:28 pm

Re: Horrible Experience with UNITED (CROWN)

Postby Tkeller » Wed Aug 09, 2006 1:11 pm

An update on my experience. My driver finally arrived (LATE). The only bright point to all of this is that my goods did arrive intact, with no major breakage. The really pathetic part is that the driver had to make up excuses for CROWN and say how sorry HE was. He had nothing to do with this. There lack of communication and non-existant customer service was not his doing. However, he told me that this was par for the course. Crown does not treat small customers with the same respect as the larger ones. There was a "Boston" customer that sliped in in front of me that apparently was worth more than I was. He said he was jerked around as well and told to deliver to the "more important" customers first, even though this was miles out of his way, and it was promised to me that I would be delivered. With Crown, they promised me the world, but once I signed on th bottom line, I was simply pushed aside. The driver did not blame me one bit for not using Crown in the future.

Now, my belongs were delivered late, but as I understand it from this board, its not even worth the hassle for the few extra dollars.

Personally, I am going to glad when this is all over. I just need them to send me the final bill (Of course I keep asking for this) I am still in a state of sheer horror. I decided to go with what I thought was a top-notch, low-stress mover. I hope my family (which includes small infant twins) will forgive me. What a total horror.
Last edited by Tkeller on Thu Aug 10, 2006 9:24 am, edited 2 times in total.

Diane
Posts: 15824
Joined: Tue Oct 07, 2003 12:18 am
Location: Los Angeles

Re: Horrible Experience with UNITED (CROWN)

Postby Diane » Wed Aug 09, 2006 1:37 pm

I'm glad that everything arrived undamaged, at least. Your driver sounds like an honest man.

How late was the delivery? If it was more than one day past the last day of the delivery spread it would probably be worth filing a claim.

Ruges
Posts: 437
Joined: Mon Aug 01, 2005 10:41 pm

Re: Horrible Experience with UNITED (CROWN)

Postby Ruges » Thu Aug 10, 2006 5:40 pm

What was your weight, discount lvl and linehual?
Ruges

Guest

Re: Horrible Experience with UNITED (CROWN)

Postby Guest » Thu Aug 10, 2006 7:38 pm

Excuse my ignorance, but not sure on the terms for the weight. And, I am STILL waiting for the official weight from Crown. The driver verbally told me, and it was in the neighborhood of 8600 lbs. the original estiame was for 9300 lbs.

The move was to have been delivered on Monday, instead they arrived Thursday.

Tkeller
Posts: 10
Joined: Thu Jul 06, 2006 12:28 pm

Re: Horrible Experience with UNITED (CROWN)

Postby Tkeller » Mon Aug 21, 2006 2:24 pm

Unbelieveably, this horrible experience STILL continues...


I was truly hoping that I would not have anything more to sayon Crown, but this is not the case, and I want to be sure I give the full picture of this organization to the informed readers here.

My final bill was filed with errors. As a "final bill", Crown sent me essentially the same estimate, less the difference from the "actual" weight, but did not adjust for the packaging materials that were actually used (WHICH WERE MUCH LESS THAN WHAT WAS ON THE ESTIMATE). For example, I did not move a double bed, yet Double bed-sized mattress containers were listed! They did finally send me a fax of the weight estimate...looks like it was done in crayon, and not being an expert, I have no idea if its even legit.

I am still trying to get this straightened out (but at least I now have my belongings-- my twins can sleep in their cribs now!). I am trying to resolve this but I am getting absolutley nowhere, as no one ever returns any of my phone calls. They also did not provide any explanation for how I can claim anything for them being late (at this point, its not even worth the hassle)

I decided to call, then follow up with an E-mail, to their owner, David Menne. I explained the entire fiasco, and he obviously just wanted to get rid of me. He was the height of arrogance. It was clear that individual moves receive no attention at all. The moves they perceive as having value, get "relationship managers". Essentially, my move was given NO priority at all. I talked to David and outlined my experience in an E-mail, and said that at this point, I need to just get a correct final bill, and that I could get nowhere with anyone else in his company.

This was his response (directly from his E-mail):


"I do apologize for the lack of service you received from our organization.

I can offer several reasons on why your shipment was late but I offer no excuse for the lack of communication you received from our
staff. "

In my opinion, this is truly sad. Would love to have Mr. Menne explain why he feels its ok to treat "low value" customers this way. Obvoiusly, he intends to do nothing about it, and it is their normal way of doing business. The driver essentially told me the same thing. The driver is tired of apologizing for the company and actually left me his number and told me he could help me to find another moving company.

I am more than willing to disscuss this situation with anyone contemplating a move with this company. I want to spare others the tremendous amount of stress that I am still going through. I honestly don't know whom I am going to go with for my next move. I thought I could do no wrong with a big outfit like this (and I did reseach on this and other sites). I can not believe how much I paid to get SCREWED like this and its still not over! I may just have to pay their incorrect bill!

I asked in my original E-mail, what avenues do I have to file some complaints. I will do so with the BBB, but are there others? Please let me know.
Last edited by Tkeller on Mon Aug 21, 2006 3:02 pm, edited 3 times in total.

Nancy
Posts: 2255
Joined: Wed Mar 10, 2004 7:24 pm
Location: California

Re: Horrible Experience with UNITED (CROWN)

Postby Nancy » Mon Aug 21, 2006 2:28 pm

Have you tried United Van Lines headquarters?

Tkeller
Posts: 10
Joined: Thu Jul 06, 2006 12:28 pm

Re: Horrible Experience with UNITED (CROWN)

Postby Tkeller » Mon Aug 21, 2006 2:39 pm

That is a good suggestion. I should try to find the right contact there to let them know how their affiliate is treating customers.

Nancy
Posts: 2255
Joined: Wed Mar 10, 2004 7:24 pm
Location: California

Re: Horrible Experience with UNITED (CROWN)

Postby Nancy » Mon Aug 21, 2006 2:48 pm

They can refund monies to you for the beds that were not packed. All monies are processed by the HQ office.

farrah7031
Posts: 4619
Joined: Sun Jun 11, 2006 5:08 am
Location: Tallahassee, FL

Re: Horrible Experience with UNITED (CROWN)

Postby farrah7031 » Mon Aug 21, 2006 2:58 pm

Tkeller wrote:I asked in my original E-mail, what avenues do I have to file some complaints. I will do so with the BBB, but are there others? Please let me know.


I put together a list of places to complain with a Move Gone Bad, hopefully it will help you:
http://www.movingscam.com/forum/viewtopic.php?t=9256

I'm sorry that you had to go through such a bad experience.


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