VOLUSIA VAN & STORAGE- North American Van Lines

"1)Exceeded cost estimate- Customer added items for us to pack and move that were not part of the original estimate which then increased the cost of his move and he was fully aware that this would happen and agreed to pay these added costs for added services 2)One of our employees is fearful of dogs- Yes we do have an employee that is afraid of dogs. He asked customer to keep dogs away from him and the customer kept on letting the dogs back into the area where my employee was working. The employee did not “stay in the front yard for the entire time” he went to the front yard once to call us to ask that someone from the office call the customer and ask to keep the dogs away from him. 3) Over use of pack material- we used the material necessary to protect the items we packed- no more – no less. 4)We had no knowledge of any guns that the customer had. The customer never told us that he had a gun or that a gun was missing. When the loading was completed the customer was to give us a check for the services we performed plus the first months storage costs. They did not and it took us 6 months to collect the money they owed us. The first time they sent us a check it was unsigned and they never came in to sign it as they promised they would do. On three separate occasions they told our bookkeeper they would come in and drop off a check at 5:30 pm which is after we close. The bookkeeper waited all three times and they never showed up with a payment. When they decided to have their storage lot delivered I told them that their bill must be paid up in full and that the delivery out fee must also be prepaid before I would deliver anything out. They agreed and said they would contact us when they were ready. When they finally called us they asked if instead of us delivering their items to them could they pick them up themselves. I told them we do not usually do this since it disturbs our warehouse operations. They said that they wanted us to load into their truck and said it would save them money . I agreed to their request with the understanding that they have all bills paid up and the fee for the warehouse handling and loading of their truck be paid in cash prior to loading. I gave them one flat fee of $850.00 and they agreed to that amount and that they would pay it before we provided the services. On the pickup day they came in and said they forgot his wallet and needed to go home and get it so they could go to the bank and get the cash. They wanted to get started on loading their truck and I refused saying I would not start any loading until they paid us as agreed. After an hour or so they returned. He came into my office and said he had the cash and saw my bookkeeper implying he gave her the money. I told my men to start loading his truck. I went into my bookkeeper’s office to see her and she asked me if he gave me the money. I was very surprised and said I thought he gave it to you. I went out to the warehouse and confronted him. He said he had the money in his pocket. I told him I needed it now if he wants me to load his items. He gave it to me and stormed away. When the loading was complete he came over to me and said he should receive a refund since it did not take that long to load. I told him that he agreed to the cost I quoted him and we did what he wanted. He got very belligerent and literally got in my face to the point my warehouse manager became concerned that he was going to assault me and stood between us. I told the customer to leave before I called the police."

"I am confused with the rating that this customer gave us. We were rated A and B for each area and the customer said they would use us again yet the overall rating was only a C."