ComplaintsforPremiere Van Lines - Dartmouth

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm very disappointed they did not disclose the pricing point would change to a higher rate if we brought less. Our in person estimate said the opposite. The estimator told us he thought we had less than 4000lbs, but quoted us at 4000lbs. He then said if we brought less, the cost would be less. Our actual weight came in 520lbs less than the estimate (3480lbs), which put our cwt price up into a higher bracket. The total cost is slightly less, but we were expecting it to be $500-$1000 lower based on how much less we were taking. After complaining to the office about the change in price without notice, we were told that's standard industry practice. That's fine if it had been disclosed prior to picking up our goods. They told us they cannot possibly quote every scenario. However, when they knew we would likely be in the lower weight bracket why did they quote us for the higher one? We were mislead by the company. They need to disclose their pricing, not just change the terms of the agreement with no notice, and now that the goods are on their truck we have no options. This is a scam and fraud. This company does not operate in good faith. People need to know movers work on a sliding scale, and they will quote you a price to sign up. They will tell you anything to get you to sign. We want them to honour the agreed upon and quoted price/cwt of 144.11, not the mystery price they charged us without explaining their fee structure ahead of time.

  

  Business response

  22/11/2022

  Hello, sorry for the delay, took a while to reach Ms. ********* ( and her mother, the person who was actually moving, ****** facilitated the move )

  Our rep ***** ****** did speak to the client, explained out pricing matrix, client paid the bill in full, and we now consider the case closed.

  I total case of misunderstanding of our processes, "inside perception and outside reality".

   

  Submitted by, S*** ***** ****** *** ************  ***** **********************

  Customer response

  24/11/2022

   I am rejecting this response because:
  
  The delay in reaching me was because AMJ was not using the number provided for delivery. It was explained at the time of quotation and upon signing the contract that the number on delivery was for my mother. The move was for items belonging to both me and her. 

  The 'misunderstanding' was not a misunderstanding of their processes or a perceived reality. the issue is that there is a sliding price scale that was not disclosed at the time of quotation or in the printed, signed contract. As this was not disclosed, I chose to reduce what was being moved in an effort to reduce costs. When the final invoice came, we were surprised since the rep, ***** Fulton, had indicated that 3500 pounds would cost less than 4000 pounds. He had said that he would "rather quote higher" so that we would be prepared. Had this information been given, we would have chosen to ship 4000 pounds, given that we were paying the same price in either scenario. 

  The invoice was paid, since our items would not be delivered until payment was made. The car I have shipped has not yet been delivered. I was also assured I would receive tracking information which I have not received.

  We do not consider the matter resolved. 

   

• Initial Complaint

  25/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted the Première Van Lines moving company in August last year because I decided to move from my country of Canada back to the U.S because I retired from the U.S military which is way more beneficial for me in many ways than my own country so I moved to Maine to a new house in a new house in a new subdivision. One of my transaction date was yesterday 24 February 2022 which I had to pay in U.S money even though I left Canada and I paid a large amount of money of $13,704.84 for only 8,660 Lbs of household goods. Today 25 February I received another invoice requesting more money because the salesperson **** West whom I have been dealing with since the beginning told me he had a meeting with the driver and the driver told him that he does feel he will be able to position his tractor-trailer close enough to avoid shuttle assist which I copied and pasted what he said “Hi France. I just had a meeting with our driver who is delivering your shipment on Monday and, after reviewing all the pictures you sent and the satellite view of the delivery and access at destination, he feels he is not able to position his tractor-trailer close enough to avoid a shuttle assist. Attached is my revised quote now with that shuttle charge ($1423.80 USD).” My household goods is only 8,660 Lbs but they are using a 75 footer moving truck to accommodate other customers for their own household goods and they are trying to save money that way to load as much but than to rip me off of money which was not mentioned about getting a shuttle because my subdivision is bran new with only four houses built with ample room to maneuver the moving truck. I told **** West that they need to get a better driver to be able to know how to drive a 75 footer because I am sure other places are surrounded with obstacles unlike mine. I sent pictures and videos to show there are enough room but that moving company is trying to rip me off of money. I just want my household goods and not to pay for the shuttle.

  

  Business response

  28/02/2022

  Thank you for your comments.  We are not trying to over charge for your move.  In fact, our intent was to be proactive in evaluating the destination premises so delivery would be seamless and smooth.  In the opinion of our professional van operator, who has been in the industry and driving tractor trailer units for 35 years, the access to  your property would require a smaller vehicle.  I have viewed the pictures you sent to **** of your property and agree with their assessment that it would not be possible to park in your driveway.  In these cases, we then determine the distance from the road (37 Cider Press Lane) to your front door.  If the walking distance is excessive, then we either charge an additional long carry/extra labor charge or a shuttle.  The shuttle is more expensive than a long carry/extra labor charge, as a rental of a truck is necessary.   

  We delivered your furniture and effects today without you incurring the cost of the shuttle which was your ask in your compliant.  Following today's delivery, I will speak with the delivering driver about their additional costs and we will follow up with you on the hard costs to execute your move today.

  Thank you.//*****

  

  Business response

  07/03/2022

  Good afternoon,

  Our drivers determine the safety and access of their destination delivery points.  As previously communicated, *** has been in the moving, transportation and storage business for decades.  We rely on his expertise and knowledge.  I am not in a position to debate the turning radius or access point.  *** would have seen the area, done his due diligence and analysis and concluded a shuttle was necessary.  Every tractor trailer unit has different inflection point and 1 foot in length can make all of the difference in whether an unit his size can enter a residential area.  Your initial compliant was that you were not paying an additional shuttle cost.  We didn't apply that charge to your move.  We have waived that cost for you and absorbed those additional real costs internally.  We consider the matter closed from our perspective.  Thank you.

  Customer response

  08/03/2022

   I am rejecting this response because:
  Even though the total is the same, the calculation is wrong because before the delivery which I received the Standard Estimate Non Binding, the material sold which what I had mentioned to Neil, the movers only used one mattress cover because I only have one and they had brought two and instead of being charged when he corrected it to be $15.00, it was charged $45.00 instead.

  **** West manipulated the numbers to equal to the same total to show that he didn't make mistakes but he did.

  When I had first received the revised one, the amount was lower and then suddenly the amount when up knowing that the customers are all stressed out which **** West did to me and on the delivery date the amount was different.

  Moving companies need to stop scamming customers.

  **** West say their drivers determine the safety and access of their destination delivery points.  That *** has been in the moving, transportation and storage business for decades that you rely on his knowledge and expertise when my neighbors's moving company driver was very capable of being able to do it.  We didn't apply that charge to your move.  You have waived that cost for me but he played around with the amount fees.  You consider the matter closed but it shouldn't. Instead of stressing and wanting to charge customers for a shuttle fee, hire a more capable driver who doesn't need a rotator cuff surgery which doesn't allow him to properly drive a 75 footer truck.

  I was charged for the crate for my glass table $255.00 that *** the driver was going to bring back with the truck which I mentioned I want it back because I paid a lot of money for and I never had to pay a high price for and with the Navy, they didn't have to use a crate but quality and sturdy boxes and my glass table didn't break even though going from Virginia in the U.S to Sicily Italy. 

  I would like to know what is the difference of fees and also I had requested 50,000.00 full value protection and not 60,000.00 which has changed.

  
  

• Initial Complaint

  19/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Awaiting delivery of item, special order from *******. Made arrangements to have someone at house as I’m away, driver uses excuse that he can’t find address and I need to reschedule. Address is in ****** maps, there’s no excuse for it.

  

  Business response

  03/03/2022

  Good morning,

  The item was delivered the next business day.  I had numerous conversations through the weekend with the customer to resolve the problem.  If you need any further details please let me know.  However, this case is closed from our end.

   

  *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩