I had a highly disappointing experience with Cobra Van Lines. The company did not adhere to the promised time window for pickup, arriving several hours later than initial
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I had a highly disappointing experience with Cobra Van Lines. The company did not adhere to the promised time window for pickup, arriving several hours later than initially scheduled. Once the movers began loading my items, I was informed by the driver that the load exceeded the initial estimate, resulting in an additional charge of nearly $800. When I questioned this unexpected increase, the driver explained that he could not assess the space requirements until after loading began.
Upon reviewing the contract, I referenced the Federal Motor Carrier Safety Administration's regulations, which state that without a new binding estimate in writing, the original price should remain in effect. When I raised this, the driver became defensive and threatened to unload the truck. I informed him this would be a violation of federal regulations, especially since a third of my items had already been loaded. After some back-and-forth, the driver reduced the charges but claimed that fuel costs prevented any further reduction. Despite my confusion, I felt pressured to sign the contract, as my flight the next day left me with no other option.
Originally, I was given an estimated delivery window of 5 days, with the earliest date set as 10/20. However, my items were not delivered until 27-28 calendar days later, far beyond the expected timeframe. Throughout this delay, Cobra Van Lines was unresponsive, failing to provide updates or return calls as promised. When I finally spoke to a customer service representative, Mercedes, she was unhelpful and dismissive, providing no satisfactory answers to basic inquiries, such as the company’s ownership or licensing details.
On 11/22, I received an email stating that my items would arrive on Sunday, 11/24, between 8-10 am, but that a shuttle service would be required at an additional $450. This was perplexing, as the original contract specified that a semi-truck could make the delivery, and my wife had confirmed this with the company.
When the delivery day arrived, I waited for hours, only to receive a call around 3 pm from the driver, Gio, who informed me that his truck had broken down and that he would not be able to deliver until Wednesday. It was frustrating that this information wasn’t provided earlier.
When the delivery finally occurred, the truck was a 27-foot box truck—ample in size, clearly able to handle a semi-truck delivery. Additionally, my items, which had been packed in durable Home Depot bins, arrived in poor condition—scuffed, dirty, and with zip ties cut off, suggesting a lack of care during handling.
Overall, Cobra Van Lines provided a poor service, with significant delays, unexpected charges, lack of communication, and mishandling of my belongings. I would not recommend this company based on my experience.
They acknowledged the fraudulent charge for the shuttle service and agreed to refund it. However, due to the overall terrible service, I requested a full refund. Miranda in customer service promised to check with the owners, but I haven't heard back since 11/29, despite sending multiple follow-up emails to their main address. To make matters worse, I received items that aren't mine, including a 60-inch TCL TV registered to a [email protected]. This is a complete nightmare. Terrible company with awful customer service—DO NOT waste your time or money! – THEY HAVE NOT RETURNED ANY CORRESPONDENCE FROM ME
