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Review 11/9/2010
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Arrow Van Lines were quite possibly the most disingenuous, two-faced, lying group of pirates I've ever had the displeasure of working with. Do not, under any circumstances, ever contract with this company. If I could give them a negative star rating, I would.
I made two fundamental mistakes in working with this company, so I'm writing this review so that others will not share my fate. The first mistake was not paying super close attention to the half-inch of paperwork they gave me when they showed up to load my stuff. The second was believing their sales chief, Sam, and the load boss, Steve, when they said that they'd work everything out with me and not to worry, just get the shipment on the road.
They will start off all smiles and light and jokes with you. They will give you a "binding estimate" that seems very reasonable. It is only when they show up that the fun begins. First they will put a blizzard of paperwork in front of you. Be very careful at this point, because hidden in there is a revision of their binding estimate - they won't even start work without you signing it all - and they'll make you think that it's part of the permissions they need to move your stuff. But, they say, don't worry because we'll talk about it all before we get done.
Then the crew chief will walk through the house making clucking sounds, and say that the original estimate might not do it, but he'll do his best.
Then there will be extra charges for packing certain items - even if they knew about the items in advance, and had them listed on their "binding estimate".
At the end of the load, they will tell you that, sorry, the load is far larger than was estimated and that they'll need to charge you more (in my case, they wanted to charge me half again what they estimated). I called Sam at the office and complained about this and the "extras" and was told not to worry, that he'd work it out with his boss (who conveniently wasn't there) and that you should just get things on the road.
Then when you're actually on the road and need to talk with them about revising things like they promised, you find out they're HOLDING your shipment until you bend to THEIR terms - even thought they promised the whole time that they would revise things to your benefit. The head of the shop, Ben, makes a great show of trying to work things out and talking with his people (to find out the "truth" when you say (and show in emails) that they out-and-out lied to you, but the facts are that it's all for show. It didn't matter a whit what I said or showed in emails. They obviously have their act down and this is how they do business.
But it gets even better, because when you actually want to get the stuff you payed (through the nose) for, they're "not sure."
- "Not sure" when they'll get it to you
- "Not sure" where the truck is (in this modern age of GPS and cell phones, how do you not know where the truck is?)
- The truck has broken down, we're "not sure" when it's going to be fixed. Call us back tomorrow.
What kind of incompetents don't know where their people are or don't maintain their equipment??
And then, when your stuff actually shows up (for us it was 2 1/2 WEEKS after they said it would be there), stuff will be broken. Oh, sure, they'll make a big noise about how terrible that is and that it shouldn't have happened, but despite all this they'll have broken it anyway.
Then getting a reimbursement out of them is like trying to get blood from a stone. The person in charge of claims doesn't seem to have a grasp of what it is he's supposed to be doing. It took two months, several emails, a couple of faxes, some scanning and two phone calls to chase down a check that didn't begin to cover the breakage.
DO NOT, UNDER ANY CIRCUMSTANCES, USE THIS COMPANY - YOU WILL END UP LIED TO, RIPPED OFF AND ANGRY.
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