One World Van Lines Round Rock

On Nov. 9, 2017, I contacted One World Van Lines and spoke with Ashley of the Sales Department. I explained that I was moving from Austin, TX to Ann Arbor, MI in the first or second week of December and we went over what my needs were. I asked specifically about delivery, explaining that I was moving to a very small street and that a semi- truck would not be able to fit. I asked if there was a way to get a smaller truck to do the whole transport from Austin to Ann Arbor. Ashley said it would be really expensive to reserve a truck and it is. She told me about the shuttle option and explained it thoroughly. I chose the shuttle option and the cost was added to my delivery costs as evidenced on my order/bills and the signature showing payment in full. Thus, there is no question that my belongings should have been moved into the smaller truck once in town and prior to arriving at my new home. I found out that my things were to be delivered on December 13th. During the day, the weather worsened and the driver kept in touch. He called early evening to let me know that they couldn’t finish the job they were doing until the next morning and should be to my house by noon on the 14th. Of course I had no problem with that. When the Driver, Viorel Bujulea, arrived at noon on the 14th, he told me that he couldn’t make the delivery because he had a semi- truck that would not fit on my street!!!. He said I could pay him $700 to rent a truck to reload. Or, I could rent a U-Haul and get friends to unload it. I told him I had pre-arranged and paid $1000 for a shuttle & that my items should be ready to unload right then. It was a sunny day and not snowing at this time so had this been done it would have been a great time to unload. He said he would go call the company. I don’t know what company he meant but he had a copy of the paperwork that clearly showed that I had ordered a shuttle for delivery.I called One World but could only get voice mail and no return calls. I sent email too and had no response. I have a copy. The driver didn’t come back for a while, so I went out to look for him and he was walking back. He said the company said it was okay not to charge me and that he had to let his guys go but he would go rent a truck and hire some guys to do the transfer from truck to truck and unload. Of course, this would take about 6 hours.By the time he came back with 2 men he found somehow through Craig’s list and who had never worked for a moving company, it had been snowing for a while and was dark. The Driver got the U-¬haul stuck in street by the end of my driveway and they spent a long time trying to figure out what to do. I gave them wood chips, salt and a shovel but nothing worked. After an hour or so, they decided to start unloading from where they were stuck & also called a tow-truck to pull them out. While unloading they put some of my furniture, boxes, etc. in the snow on the driveway as "staging". Boxes were marked but they did not put things where they belonged, damaged many walls, scraped/chipped wood off a hardwood plank separating two rooms, hid a filigreed heavy metal steel table that they broke (it cannot be repaired), tracked mud on new carpet, left garbage in yard, and damaged trim & doors such that filling & repainting are required. All trim must be painted so it matches. (Later owner offered 75 dollars for me to hire someone from Craig's list to patch the spots - or said a friend could do it) Boxes were stacked in a precarious manner with television placed diagonally with only 2 points touching & on top of ceiling high pile. The entire unload was unacceptable. They did not leave until midnight and rushed out the door. I had put labels pointing to each room and labeled each box. I was exhausted & distraught. I have all documented and pictures. There was no way to do any inventory with they crazy way the unload was done. The Driver charged me more money because I had stairs to the basement that he said he didn’t know about. They cursed and said they could not get my sofa in the house. I showed them how. Had my delivery been made using a shuttle as ordered, I doubt that much of the damage would have occurred. Saying that “I finally got the shuttle” doesn’t apply” as you now understand I’m sure! As I’ve been here a while longer and tried to unpack, I have discovered more damage and it is so disheartening that so much work will have to be done. This house was immaculate when I moved in and this is part of the reason I bought it. The owner was unresponsive until I made a complaint to the Better Business Bureau. The responder in the comments to the complaint was not identified, but comments were untrue and then the responder stated that the co. was under new management. When I was able to make again direct contact with the owner, he was the same person who has owned the company all along and there was no new management. I have now talked to him extensively working hard to clarify my concerns & why he owes me what he does. I am specifically adamant about the shuttle payment refund. He clearly does not have any idea how business works in terms of handling customer complaints or the company's responsibility to refund the amount paid by the customer for services not provided (the shuttle service). He believes that because the shuttle was finally delivered, even though not as promised, that I should now get on with my life. He stated that he cannot pay me back because he has already paid his contractor and the money is gone. Further, he complained that paying me back would cost him his profit margin. "Maybe a large company can afford that, but I am small and cannot." I tried to explain how business works (actually out of kindness - I never yelled at him - I'm an MBA) but he really does NOT get it. I would not use them again. I have had no resolution and am going to be taking this further.