Poor Customer Service and Communication
• When initially agreeing to use XVan Lines to move my household goods, the total price was $7,800. At the pre-moving conversation, a week prior to the move the price increased to $11,000 and when the movers arrived the price increased to $14,410. • I asked and was re-assured that they would provide a weight ticket, only to have the movers communicate no-one communicated to them to get a weigh ticket. • My house move-in date changed from the initial date. When I communicated the change of delivery date to XVan Lines, I was assured this would not be a problem. Then I was called a week prior to the initial delivery date saying the goods were set to be dropped off and told from XVan lines no one had record of my communication with them about the change in date, even though I was assured multiple times from employees that the change in delivery date would be no problem. • Multiple items were severely damaged on the move, such as my dryer which the top was disconnected from the dryer; dining room table which we cannot use the leaf or extend the table due to the damage; along with many other items. When providing all documentation for damages and compensation, the company offered to pay $75.00. • When attempting to communicate with Xan Line representatives, I would consistently be told I would receive calls back but constantly would not get a call or communication back. I asked to talk with managers about my experiences but would not get a contact back. When asking representatives why they didn’t call me back, often the responses were that they were busy or sorry that they had forgot. I have 8 different documented instances where I was either hung up on or did not receive a phone call back from the company.
