Mosley Van Lines

I want to start by saying I hate having to leave a negative review and it takes a huge issue for me to feel the need to sit down and leave negative comments. Mitch the sales person completely underestimated my job I asked for a darkroom (2 Enlargers, a 42” Colenta Commercial Print processor, various darkroom equipment) and 2 grills the be packaged and shipped The quote I received was $1500 the price I wound up paying $3450. Mitch was nowhere to be found during the entire moving process and at the end while I was paying he checked in with an “I’m on it” never to be heard from again. Mike the Mover was awesome and wrapped my stuff like it was going to space. The issues continued 48 hrs ltr when while in traffic the distributor called five times in a row and when I finally picked up the phone while in traffic was yelled at asking if I could take delivery that day (meaning within 5 days) (my delivery was scheduled 15 days ltr) I said I could not talk and it led to a shouting match while I was in traffic ending with me asking if he could read what the paper said and him hanging up on me. When I called the next day to try and help out I was yelled at and hung up on by the distributor. While the woman who answered the phone was always nice it did not help when only 4/5’s of my $10,000 42” print processor showed up. Also missing was a trunk filled with sentimental items, a hand truck, poles to a shelf. Arrived damaged was the stand to the processor and my print wash basin. I was told I could make a claim on these items but only if I have receipts. Really!? On top of that, the insurance will only cover the lost box and not the value of the machine this company rendered useless. So it cost $13000 to get to the point where I am now writing this. Your money is useless I am heartbroken and stuck in moving hell.

Move size: Studio Service cost: $3408

Mosley Van Lines recently completed a move for me from Charlotte, NC to Austin, TX. My original Binding Estimate was for $1500, which they then tripled on the day of the pickup to a total of $3900. I tried several times to contact Accounting and Corporate to resolve this since the day of the move, but no action has been taken on their part. Communication with this company has been near to impossible from the start. I have been the one initiating all of the calls otherwise there would be no communication at all. In fact, there was a complete lack of communication with the movers on the day of the move. I specifically requested a morning time slot, which they had agreed to but did not arrive until 7 pm that evening. After the driver had packed a majority of the items, he informed me that I would likely come in under the second estimate. This seemed fair given that I had removed some of the larger items from the estimate, including a dresser and armoire. He then returned 20 minutes later and stated that I exceeded the estimate by 150 cubic feet. Regardless, this was a binding quote so he should not have been able to change it.

Initially I was told that delivery would be 5-7 days after pickup. After one week, I called again and was told it would be another 5-7 days. I was eventually given the direct contact number of the driver who told me that my delivery would be on April 4th. He then called me that morning to tell me he was running behind schedule. I understand that there are events out of our control, but the manner and tone in which he spoke to both me and my family was both unprofessional and unacceptable. To give an example, he responded to a question I had asked by saying, “Let me press a magic button and see if I can get that done for you. No the magic button didn’t work.” At the end of the call, the driver stressed that he would only accept money order or cash as forms of payment, otherwise he would not unload my items.

On April 5th, the movers finally arrived. We requested to pay the driver half upfront and the remainder after the move was complete. Having moved several times before, I know that it is customary to pay the driver after the delivery has been completed. He refused and threatened to keep my things until I paid in full. After handing the money order to the driver, my dad asked him to tear off the top portion but he refused. Fortunately, we made a copy. It was apparent that they had attempted to neatly organize my items in the truck, however the items had clearly been mishandled as many of the boxes were crushed, damaged, and opened. The items that were damaged/broken include a desk, mirror, steamer, mattress, and headboard. I was actually appalled to learn that they broke the steamer and taped it back together thinking I would not realize it was broken. There were also several items missing from the itemized list including a coffee table and lamp shade. I also received several items belonging to other customers. The driver told me he did an inventory check and everything on the list was on the truck. I asked him to go through it with me and he refused. I asked him to make a copy of the itemized checklist he was holding and he refused to do that as well. What was even more upsetting was that he threatened my dad and verbally abused him in Arabic. The driver continued to fight us every step of the way and would not take any accountability. I’ve included before and after pictures of all of the damaged items.

This can not even be described as a bad moving experience. It is undoubtedly a scam. This is my last and formal attempt to file a claim and resolve this directly with the company. I have already submitted formal complaints to the Attorney General's Office and the FBI.

Move size: 1 Bedroom Home Service cost: $3900

My items were picked up on 11/05/2018; after needing to be picked up on 11/01/2018 originally. They didn't finish loading the truck until 12AM on 11/06/2018. This is after I was called and told the truck wouldn't arrive until the following day, because it was "broken". I had 50 pieces 23 items on my first contract (two of which is considered Queen Bed- With Mattress and Twin bed with Mattress). When they loaded the items up, they itemized each part of the bed, giving me 61 pieces total. They expressed that I had more items, and instead of 400 cubic feet, it was totaling at 900. A new price was never negotiated. They loaded my items on the truck, wrote a new price. Instead of 824 at delivery; I'd be paying 3,589. My items were to be delivered on 11/17/2018. I have been told every week that my shipment is coming "next weekend", given several excuses, "broken truck", "bad weather", "cannot get a hold of the driver". Earlier this month I was told it was broken down in Oklahoma (for about a week), today I find out it's "somewhere in Missouri". Still don't have a delivery date. No one calls you back, it becomes your job to call them every day; they'll even give you the number to the driver to see if you can reach the driver to see where the shipment is. No one can actually explain the up charge, they get frustrated and will yell at you. Policies and prices change depending on who you're talking to. When ask for a discount on shipment delivery due to delay, one day you're told it's a 21 business day window until it's over due, than it's 15-20 a day each day it's late. Someone else will tell you it's 14 days until its considered over due. I can only imagine the condition of my shipment, if it ever arrives. This company shows no remorse, in any poor service they deliver.

Move size: 2 Bedroom Home Service cost: $5573

So I called this company and spoke with Mitch. He was very helpful on the phone and very detailed little did I know he’s a liar. The movers showed up a day before I was told they were coming so I wasn’t prepared for them but went ahead with the process. As the mover goes over the pricing I immediately point out that none of the extra charges his is talking about were mentioned during my consultation with Mitch and actually I was told the things he was saying were extra were included in my quoted price. The price I was being told was double the quoted price. So I’m calling Mitch and he has disappeared into thin air. I haven’t spoken with him since he told me the movers were coming on 11/5/18. So the mover asks me to pick a drop off date. He states that my items will be delivered to Phx and placed in a free 30 day storage within 2 weeks. I state that I’m going out of town and won’t be in Phx until after Thanksgiving so would I be able to call after I return to have my things delivered even before the chosen date of 12/3/18 the mover states yes. The next day after my stuff was picked up I get a call from the company telling me that my driver was on the way. I’m like excuse me..my stuff had been picked up the day before so I went through the whole ordeal of them trying to locate my stuff and learned they’d gotten me mixed up with another customer. So I go on vacation with m family for Thanksgiving and when I get to Phx I call after Thanksgiving either a day or 2 after and I’m told they don’t know where my stuff is. I’m told it could be in Phx or in Atl still. Now it’s late November after the 2 week mark that my stuff was suppose to be in Phx. When I call I’m told since I’d chosen 12/3 as the drop off date that they had 2 weeks from that date to bring my stuff. I kept trying to explain that this was not at all what I been told but the receptionist seemed annoyed with me and didn’t even address the misinformation I was given. She stated that she would have the driver reach out to me. I had a driver reach out to me and I asked about my delivery and he stated he did not know if my stuff was in GA or AZ so of course I’m upset at this point he stated he would call me back with more info. I never received a call back from him and he hasn’t answered one call or text message just like Mitch he seemingly disappeared without a trace. So I call the office back in order to get info about my stuff and again the lady keeps repeating that they have 3 weeks from the 3rd of December to deliver and she was not sure where my stuff was. She states she would find out and call me back within an hour. I never received a call back. I called again and this time I can’t get through no one is answering my calls. I keel calling and again no answer. I call using my mom’s phone and miraculously I get through. It seemed like as soon as she knew it was me she was instantly annoyed. Again this phone call went no where and I still don’t have a drop off date for my stuff. At this point it’s been 2 months and my stuff is still gone without a trace. I have absolutely nothing no clothes, no furniture, my babies things from when they were born like their first foot print from the hospital things I can’t replace. I’ve filed a BBB complaint against this company and now I’m moving on to legal assistance. I am beyond frustrated and disappointed that a company would treat any customer in this matter. I’ve NEVER IN MY LIFE experienced this level of negligence from a company before and I don’t intend to let them get away with this at all. I’m not sure the condition or location of my things but I hope to have them back in my possession soon. THIS COMPANY IS TERRIBLE PLEASE DO NOT DI BUSINESS WITH THEM!

Move size: Studio Service cost: $2165

First off, the positives: Our stuff arrived at the quicker end of the possible window - 4 days pick up to delivery. This was very convenient. All of our items, but one, arrived unbroken - and the one piece was a little flimsy to start (this is of course without having opened all our boxes yet but the larger items at least).

The mediocre: The clutter left after drop off - packing tape, shrink wrap, excess cardboard used for protection - was all left at the place and in multiple places. A couple items were not placed as asked (including one piece of furniture upside down, and a very heavy chest left askew in the middle of the room when asked to be put at the foot of the bed). At pick up, it was evident that two of the movers took a pot-smoking break when they came back into the apartment (do what you want but not on the clock guys).

The bad: On pick up, we were giving a window of 2 to 4 pm, we got a call that morning about 7:00 AM saying they were ready to pick up. After some hustling around to take care of some last minute things we agreed on 10:00 AM. They didn't arrive until about 15 minutes before the actual original pick up time of 2:00 PM. If we hadn't rushed around and lost half the day waiting - I would just have called this on time but if you say you are going to be there 4 hours early you should honor that. On pick up there was about an hour lull in productivity due to the foreman having to run to get cash for one of his guys during which time no work was going on. They also took a seemingly very long time to load up the truck (estimated as 5 hours for a 2BR Apt). As with other reviews, falling under the Bad section is the change in cost of the service. What started out as being quoted as just under 800 cuft turned into 1300 cuft with the matching increase in cost. The foreman was actually very good about noting at the outset that he felt it would take more space than quoted - but he threw out a figure of 850 to 900 cuft. Additional service on the bill included a difference in value on quoted pricing as well.

I cannot recommend them as there are likely better services out there for the cost that they ended up coming in at, although the foreman was very detailed about the progression of the space being used. Alas, that doesn't help at that point when there is no other option than to go with the service and/or let them continue since I am pretty sure they aren't unloaded for free if you decide that the additional $2000 wasn't in your plans.

The other movers were decent and friendly, but again not placing some items where requested when I was not overly particular where most of the boxes went was a bit frustrating.

Move size: 2 Bedroom Home Service cost: $4600

Absolutely horrible experience. The forced us to move a day earlier than our scheduled move. Promised us a $300 discount that we never received. And initially overcharged us by 600 cubic feet. We measured our load when the truck arrived and instead of 1020 cubic feet our actual load was 417 cubit feet and only 10 cubic feet off our initial estimate. We tried to rectify the situation but Mosley claimed that our items were not stackable even though when our items were picked up they were stacked from floor to ceiling. Mosley forced us to pay for the dead space in the truck adding 200 cubic feed to the cost. Literally over $1,000 of extra charges for dead space. Quite literally stealing. If find yourself stuck with this company. Measure everything upon initial pick up and take pictures of your load before and after.

Move size: 1 Bedroom Home Service cost: $5300

I was contacted by American Roadway who is a broker for this company regarding a move from NJ to Indiana, They gave me what was a reasonable price and within the industry standard of $1468 for 317 cubic feet. We went item by item of what I had in my storage unit. The day Mosley Van Lines were to arrive they pushed back the time 3 times. They eventually came at 7:30 pm which was 5 1/2 hours late. I had to be out of the storage unit or pay another month. I opened the unit and without missing a beat the person they sent from Mosley Van Lines said it would be $2600. I told him he was not loading the truck. They then went to $2050. They knew I could not find a mover by Monday and they knew I had no choice. What they don’t know is that I am filing complaints with the US Department of Transportation, The Federal Motor Carrier Safety Administration and the American Moving and Storage Association. When I contacted American Roadway they said they were going to check into it and called daily to tell me they were still trying to get in touch with the movers. The movers contacted me 4 days before I was supposed to arrive home and said they were delivering my things that day and they wanted cash only. I contacted American Roadway back and they called them. I asked again about the issue with price and they gave me their daily standard answer. I then told them I wanted an answer today. I received an email from them telling me that I should contact the company that they hired and work it out myself since the company was unwilling to work with them since they couldn’t get them to do anything.

Move size: 1 Bedroom Home Service cost: $2050