NB: This is a long post. All details are objective and factual. Please read if you are interested in understanding a true story of the quality of service provided by Across Canada Van Lines.
I recently moved from Toronto to Calgary. My pick up date was schedule for Thursday June 28th in the morning. I waited all morning, but the pick up truck did not arrive. I e-mailed my sales rep and spoke with a customer service rep to inquire. The first time, I was told that the truck was on it's way, and would be at my apartment in downtown Toronto in 1.5 hours. 3 hours later, after they did not show, I called back to inquire again. Same response: 1.5 hours. By 8:00pm at night, I was left stranded at my place, with ACVL providing little help. By that time, their office was closed and I left messages on the number they provided. I received a follow-up, a few "genuine" apologies, and assurances that my belongings would be picked up FIRST thing in the morning on Friday June 29th (before 10:00am). Of course, they didn't show. By 2:00pm, finally the pick up truck arrived.
When I signed the papers, I noticed charges that I was never originally informed of: eg: $30 each ($60 total) for a mattress and box plastic cover, extra $45 for weight scale (when I inquired what this meant, the driver could not provide me with an adequate answer), even though I was told weighing was included in the fee. Ridiculous.
Fast forward: I was told multiple times by my sales rep that it would take 8-10 business days to arrive from date of pick up. On July 6th, I inquired as to where my belongings currently were, and was informed they were in transit. GREAT! On July 10th, I inquired again, and was told: "Your goods left Toronto at 6th July and will be in Calgary in 4-6 days." By my calculation based on what I was told, my goods should have arrived by July 10th, 12th or most conservatively, 14th. Because I wanted to pay on visa, I called my sales rep the day before my belongings were supposed to arrive and I paid, and he accepted the payment. I now understand that ACVL's policy is to not accept payment until delivery. Simply put, my belongings did NOT arrive. So I followed up.
Here are two e-mails that I sent:
1. July 20th: Hi xxx,
"I'm curious as to where my belongings are? In the e-mail correspondence below you mentioned that the goods left Toronto on July 6th and should take 4 - business days. It has now officially been 11 business days and I have not received any notice."
2. On July 20th:
"Hi xxx Last time we spoke you mentioned that they had arrived in Edmonton.
...I am very shocked and disappointed with how I have been treated from across van lines. Starting with the unexplainable inconvenience that I experienced when my belongings were picked up, to the misinformation and negligence in timing, to the false assurances that my belongings would arrive in 4-6 days. Given that my bed, etc are in that shipment, I've been having to sleep on the ground, and this is unjustifiable.
My belongings were picked up on June 29th and it is now July 20th. This is unacceptable.
I would like to speak with a manager to file a formal complaint and will ensure that this experience is well documente for public knowledge to ensure that people are aware of the poor customer service that I experienced. I expect further compensation for this hassle."
In response to this e-mail, on July 23rd, the sales rep asked if I was available on July 24th. I responded and inquired on a range of time and was told in the morning. PERFECT! FINALLY! July 24th morning, nothing. When I inquired, I was blamed for not confirming, even though I initiated the conversation, and requested a range of time.
It is now July 28th, and I have still not received my belongings, and in correspondence (all of which is in e-mail), I have been blamed for not confirming delivery time, even though I personally inquire and request that my belongings be delivered!
This is ridiculous. All I want are my belongings. 90% of what I own is in that truck.
My goal is not to slander ACVL's reputation, but to provide a true account of my experience and for your to make your own responsible assessment and decision when choosing them to do business with.
