KLM Vanlines

Similar complaints as the other reviews here.. I got a quote from In and Out Mover who contracted to KLM. I paid a deposit to In and Out and was told I would need a cashiers check at pick-up time. KLM arrived. They took some pictures, more than doubled the price, and would not take the cashiers check made out to In and Out Mover. I was flying the next day, so I signed a different check. Halfway through packing my stuff, the "boss" says I need to also pay the "Interstate Fees" of $500. It was my fault for writing another check to these thieves, but I was stressed and had to get my things moved. Items arrived with big gashes in boxes. Table legs were broken. A wicker chair was ripped. I am missing an almost new toolbox filled with power tools and a bundle containing a 22 rifle. I got no response from calling other than they would look in their warehouse.. I'd prefer to look in their home garage! Need a negative star rating for this company. Could NEVER get an answer or return phone call from In and Out Movers. DO NOT USE EITHER COMPANY!!

Service cost: $7000

I used them to move from California to Arizona, 716 miles.
the original quote from Bob was $4200, based on estimate of the furniture items. the agreement was they will get the real weight of my items, show me tickets from the scale, and I will pay $0.36 per pound. I accepted that. That was, I thought, very professional and better than paying per estimates.
The first driver came with no ticket from the scale to show the weight of the empty truck! He wanted to estimate everything by himself! I let him go through all the items after which he said it will cost me $7800?? I refused and sent him go without my load.
Soon after a manager Jeff called me and started promising to correct all misunderstanding. I felt that was fair, accepted it and canceled other deals I started making in the mean time.
The second driver comes and brings the ticket from the scale. That was expected and I was happy, thinking that all is good now..until the delivery time came.
For days I couldn't get the truck arrival date from the KLM office, although they promised to call me back "soon" every time. They never called!!
Eventually I get called one day in the evening that the truck will be at my destination at 6:00 AM the next day. Ok, I am ok with all that just to get my household.
However, the new driver, and a different truck, came with no second ticket from the scale. So I was requested to pay in full the original estimate in cash!!?? Or no delivery. I couldn't be cornered more than this. I paid as they wanted.
I will also say that from one friendly person (can't disclose who it was) told me what was the weight of my household, and it was more than 1000LB less than the estimate. They overcharged me for more than $500!

Never use these thieves.

Service cost: $4200

DATE OF MOVE: MARCH 2016
MOVING COMPANY: KLM VANLINES, 9250 Independence Ave, Chatsworth, CA 91311

DO NOT HIRE THIS MVOING COMPANY!!

HUGE DISCONNECT BETWEEN THE SALES STAFF, THE MOVERS/PACKERS, THE DISPATCH OFFICE, AND THE MOVERS/UNLOADERS.
From what I can tell, the sales representative has little to no communication with any of the actual business of the company. The following represents this lack of communication
1. In e-mail and phone conversations with the sales representative, I was led to believe that my items would be picked up during the second day of the two-day window for item pick up. Based on that information, I made plane reservations to leave my home the day after this second day of the two-day window. However, not only did they come on the first day of the two-day window, but it was early morning on that day. We had to get up at 5 am to be ready for them. And then, we had to spend two nights in a hotel rather than one, which was an unexpected expense and not very pleasant.
2. I spent quite a bit of time on the phone and in e-mail with the sales representative discussing each of the items that would be moved and a good estimate of their weight. I know the moving estimate was an estimate, but I didn't expect that the move would cost over three times as much as the estimate. That is unacceptable, especially since there was nothing more than what was on the original list.
3. Prior to the move, I e-mailed the sales representative about the size of the delivery truck (since I was worried about a large truck fitting into the driveway of my new home and if the truck does not fit in the driveway, they charge an extra #300); the sales representative assured me that it would be 26 feet. However, the person at dispatch said she had no idea why the sales representative would say that since they never use that small a truck Fortunately, the large truck did fit in the driveway and I didn’t have to spend an extra $300 but the key thing is that I wouldn't have found out about it if I hadn't bugged the dispatch person several times.
4. The guys who packed and loaded the items said that they thought the truck would reach WA by the Tuesday following the Thursday on which they loaded it. The sales representative had also told me that the items would likely arrive within a week. As a result, I had the movers pack all clothing except for a very few items.
When I called dispatch the following Tuesday, however, they said that the large truck (into the ite3ms were loaded) had not even left LA yet! At that point, I was living in an uncomfortable guest suite with only a small suitcase of belongings. If we had known that it would take so long, we would have packed more things. And we would have made sure everyone involved had the correct information!
5. The sales representative never told me that my items would go to LA, get unloaded, sit there for a number of days, and then get re-loaded. That omission seems grave. What's more, all that moving on and off trucks seems in ensure some damage, especially to fragile items.

THE DISPATCH OFFICE DISPLAYED VERY POOR CUSTOMER RELATIONS
I called the dispatch office at least once a day to ask for an estimated time of arrival of my items. Here is just a short list of these calls and their lack of response:
1. The first few times I called, they said they would find out this information and call me back. They never did call me back.
2. One time when I called, they said the items were loaded on a truck and they would call me with the driver’s name. They never did call me back.
3. The next day when I called, they said the items were not actually loaded and they wouldn’t be loaded for at least a few days.
4. The next time I called, they said the driver’s phone was not working, but that he would call me as soon as it was working. He never called.
5. When a driver finally called to say the truck was loaded, he gave me only a two-day window to meet him on delivery, and it just happened that I was out of town. Fortunately, a family member could meet him.

MANY OF THE ITEMS WERE POORLY PACKED AND DAMAGED AND/OR COMPLETELY DESTROYED.

The items (especially the fragile ones) were poorly packed (no bubble wrap used at all). Many of them arrived damaged and/or broken. I am currently awaiting a claims adjustment, but the private company can take as long as three months to settle.

Service cost: $3600

YOU HAVE BEEN WARNED!! Do not use this company. Load was picked up on 12/23/15 and NEVER made it to it's final destination. Furniture was broken. Constant lies from David. In fact, after two weeks the driver texted me and told me not to believe anything from the office as " I told you in the beginning that the only person will be honest with you, will be me."

Load was left by KLM in an unsecure storage area. We went and picked up the load after 30+ days of no activity. Have requested a refund since the company never delivered it. It's a nightmare dealing with these guys. Spare yourself the pain and frustration. I feel sorry for the others who had stuff in that same storage unit. They deserve a zero rating so I gave them a one.

Shame on me for not doing more research on these guys. BBB rating is an "F". I filed a complaint through the Better Business Bureau and after numerous attempts, KLM never responded back to the BBB.

Service cost: $2000

Boy was I taken advantage of in my move. I received a quote for the company to pack and move my 3 bedroom house. BOB gave me a quote for $3182.22. A date was set for the movers to come and pack. When they arrived they started packing my belongings. They were about an hour into the packing process when the packer said your quote was low. Now understand they are in the middle packing and the guy says it is going to cost you about 3 times what you were quoted. What do you want me to do? I had no choice as my move was planned for a certain time they continued to pack. They just through things in boxes, had to be told to take the pictures off the wall, did not mark what room the boxes were from, and did not wrap the contents, fill the boxes and even pack empty boxes. They tore the hinges off of the sewing machine table, multiple boxes ripped, and several objects were water damaged. I am still trying to find my belongings. I tried to call the company and had to leave a message. I am still waiting to hear from them. I have made 5 moves across country and this is by far the worst one. A move that was quoted at $3182 ended up costing me about $10,000. They don't care about you or your belongings. DO NOT USE THIS COMPANY.

Service cost: $9582

This is the worst moving company out there. Beware of being lied to, ripped off, treated rudely by "supervisor" speaking foreign language you cannot understand and then fight for your belongings beginning the day they do not show up when 5he said they would. We called. They said unfortunately, we cannot get it there, it will be almost two weeks by the time we get it. They said they make California -Washington runs twice a week. But they picked us up in Bay Area and took it back to Los Angeles where it sits. We sleep on the floor, a 96 year-old mother, a 69 year-old cancer patient, and a 64 year-old disabled woman. No thanks. Shame on you KLM. Some family business! What kind of family? Mafia family? Even made my sick husband give more money on pickup than contract stated 55% vs 1/2:of balance. So now they have about 90% of our payment. What is their incentive to bring us our things? Bad people. All of them but the loaders and packers who were new-hires in training. Signed, Jeanette Wilcox.

Service cost: $8500

I was over charged $1471.60 by KLM van lines. They lost a $854.55 sofa and 4 ottoman legs worth $16.25 for replacement legs. Ruined a ~$110 entertainment center (unfixable/smashed). Severely damaged a book shelf worth ~$79.99 +tax and severely soiled dragged a Tempur-pedic mattress across what appears to be wet asphalt worth $3099.99 +tax. A total of $5632.38 in loss and damages ($1461.60 in overcharges, $870.80 in lost goods, $3289.98 in damaged goods).

Story: On June 20th, 2016 I was given an estimate of $2263.92 to move a furnished 2 bedroom apartment. This rate of $2263.92 was based on 5670 lbs at $0.41 per lb provided by Dave at KLM van lines (phone # 1-424-270-0012). When I spoke with Dave on June 20th he notified me that the movers would have weigh scale tickets from before the truck was loaded and from after the truck was loaded with my belongings and I would be charged the amount that my belongings weighed multiples by $0.41 per pound. I asked why the estimate shows that a 36" flat screen T.V. weighs 105 lbs when it clearly does not. Dave replied: "It is just an estimate the weight will depend on the scale tickets that the driver will collect after he loads your belongings. It was also under the agreement that the credit card that was used to make the deposit would be charged a 2nd time at pick up and a 3rd time at delivery (1/3 deposit, 1/3 at pick up and 1/3 at delivery).

On June 25th at approximately 18:30 the movers arrived at the 2 bedroom apartment with a Enterprise rental truck ~half full with someone else's belongings. The movers immediately began wrapping furniture and packing the truck placing my belonging up against the other load they already had on the truck.

At approximately 23:30 the movers finally finished loading the truck and it was time to sign for the charge. At this time Cesar (the mover in charge) notified me that it would be $3933.00 instead of the estimated $2263.92. I asked why so much more and he replied because your belongings took up 1600 cubic feet. I replied I was given an estimate based on weight not cubic feet, do you have you weigh scale tickets? He replied "no we don't weigh the truck and if we did it would cost more." Given that it was a Sunday at 23:30 in the evening with no supervisor to call and the truck already loaded unable to measure the inside of the truck prior to being loaded because I was under the impression I was being billed by weight I had no choice but to agree to his calculations. I said okay bill the credit card on file he said no I have to have a debit card from you now, a check or cash. So I had no choice but to give him my debit card for the new charge of $1585.00. At this time he also notified me that I would have to pay cash upon delivery in the amount of $1585.00. With no choice other than to agree or call the cops I had to agree. I gave him my debit card and was charged $1585.00 and was told my belongings would arrive in New Mexico Tuesday, June 28th.

On Monday June 27th I called the estimator Dave several times and left messages for him to call me back but I never received a response. On Tuesday, June 28th I again called Dave to try and get some answers but still no answer or response. I called the KLM dispatch 1-844-384-3872 an asked when I should expect the delivery they said that they have 21 days to deliver the belongings and the driver will call the day before??

That week and the following 2 weeks I continued to call Dave the estimator daily for answers regarding why I was charged for cubic feet instead of weight and why did they not have a weigh scale ticket like I was told. Still no response or answer from Dave the estimator and still no response from him up to present date.

For the following 2 weeks I called the KLM van lines dispatch trying to get some answers on why I am being charged so much above the estimate and when my belongings would be delivered. They would always respond with the same answer of "we'll have a supervisor call you this afternoon and the driver will call you the day before delivery". After daily calls over the time span of June 27th to July 12th I never once received a call back nor could either of the female receptionists (Maria or Carolina) answer how I was charged so much over the estimate.

On July 10th, 2016 John the driver called me and notified me that he would be at my home in NM tomorrow evening July 11th and possibly deliver my belongings that evening but probably the morning of July 12th.

John showed up the evening of July 11th in a full size eighteen wheeler and realized he was unable to get up my driveway and said he would need help shuttling my belongings up to the house by using my truck and utility trailer the following morning July 12th.

John shows up at ~08:00 the morning of July 12th and demands the $1585.00 in cash prior to start of the unload. I said I'll give you $800 now and the rest after everything is delivered he said no it's all up front or we don't deliver. Once again I had no choice but to pay up front prior to knowing the outcome. John and his crew began unloading the trailer and moving the goods into the house. At this time I saw that it was a full trailer with 3 loads, my load being in the middle of the trailer and a separate load to the front and a separate load to the back separated by yellow ratchet straps (as shown in the photos).

At approximately 16:00 all of my belongings were off the trailer and into the house. I then realized that I was missing my couch and ottoman legs. John searched his trailer but could not locate it. He called his warehouse in L.A. And they could not locate it. At this point I measured the void in the trailer that was left behind by removing all my belongings at it measured ~1040 cubic feet. I was charged for 1600 cubic feet at $2.41 per cubic foot, a difference of 560 cubic feet at $2.41=$1349.6. I took photos of all my measurements and of the ceiling of the trailer showing cubic feet by the hundreds which showed ~900-1000 cubic feet of room that my belongings had taken up on the trailer. I contact KLM dispatch and inform them of the overcharge of $1349.60 based on $2.41 per cubic feet and the 9% fuel over charge = $122.00 totaling $1471.60 of overcharge, a missing sofa worth $854.55, $16.25 in missing ottoman legs, ~$110 smashed entertainment center, $3099.99 in a damaged and soiled mattress and $79.99 for the damaged bookshelf. A grand total of $5632.38 in overcharge and losses.

I contacted KLM dispatch daily (excluding weekends) and explained my issue over the next 7 days, July 12-July 20th. I continued to get the same response as before " we will have a supervisor call you this afternoon". To present date September 26th I have yet to receive a call from a supervisor at KLM dispatch. I did however speak to the owner Tom on Tuesday July 19th and let him know about the overcharging, missing furniture, damaged furniture and how I came to the conclusion on how I was overcharged by measuring the void in the trailer and the painted measurements on the ceiling of the trailer. He argued with me saying that I measured it wrong and the his trailers are 10 feet wide and 11.7 feet tall where as my pictures show and prove that the trailer that delivered my belongings was 8' wide and 10' tall to the painted cubic feet measurements inside the trailer. The conversation ended with we'll contact you if your missing belongings show up (sofa and ottoman legs).

I was overcharged $1471.60 determined by the actual cubic feet delivered of 1040 at $2.41 per cubic foot, the 9% fuel charge reduction, the lost sofa and ottoman legs, the smashed entertainment center, the heavily damaged bookshelf and damaged/soiled mattress.

I have attempted several times to contact a KLM supervisor, contact Dave the estimator and get some assistance but I have been unable to even with multiple weeks of daily calls.

Service cost: $5000

Horrible company. We we received our stuff late of course we were missing our bed frames, they stole a gun that they weren't even suppose to transport but the driver said they would over look that. All my pampered chef cookware was broke and they went through all my boxes. I know this because they used brown tape and mi e was clear. Also, one of there workers wife beater shirts was in one of my boxes. No one in my family wears those kinds of shirts. That's just what I have found so far. They also charged more that we were quoted. Bottom line is they are thiefs. Don't use this company. It took them 6 days to go 155 miles. They load take everything to there wearhouse unload so they can go through your stuff and take what they want then reload and deliver. Noway to do business in my opinion!

Service cost: $2700

They showed up at my house, took all my stuff to the curb, and then demanded $600 more money to move my items. I was having dental surgery next day, under the gun, gave them the money. Showed up late on delivery, tried to demand more $$, "lost" my large, expensive latex mattress- the biggest thing I owned, and another large household item. When I spoke with non-Profit Move Rescue, they said the company had long list of consumer complaints. DO NOT USE THEM. Have called and emailed about missing items and no response. When pickup team demanded more $$ COULDNT GET A HOLD OF SALES PERSON.

Service cost: $2000