We contracted with First Priority Van Lines for a household move from Northern California to southwestern Montana. We scheduled the movers to come between 25 and 27 July 2018. First Priority told us a driver, truck and five workers would arrive on the 27th between 11:00 am and 12:00 pm. We ordered First Priority’s “full package” which we understand to mean that the workers would pack our household goods into boxes as well as load them into the moving van.
A little before 11:00 am the driver called us and said they would arrive by 2:00 pm. Again, we confirmed with the driver that they would pack and load our house completely. At 3:30 pm we called First Priority and explained that we had not yet seen anyone. At approximately 5:00 pm two drivers and three workers arrived at our address.
The individual who seemed to be the leader of the crew offered excuses and apologies for being late. We again explained that we were expecting them to pack all of the household goods and load them in the van. We had repeatedly verified this with the First Priority representative. Each time, the representative assured us that was what would happen. The crew that arrived, after looking at all of the rooms to be packed said that it would take about six hours. It was now 5:30 pm.
One of the crew members asked to see our contract. He called his dispatcher (not First Priority) and after some discussion the crew said that they would not load and move our household goods for the price contracted with First Priority. They said that hauling to Montana is very expensive and they would not do the job for less that $10,000, apart from what we had already paid in deposit to First Priority. We said we have a contract with First Priority to move our goods to Montana for an agreed upon price. The leader of the crew reiterated that his company would not do that.
We left to take care of other business. We were gone about an hour. When we returned the truck and crew were gone. At 6:55 pm, a dispatcher from the trucking company in California that was contracted by First Priority called me. She said that her crew was nearby and waiting to start loading. I told her that my understanding was that her crew was not willing to abide by the arrangement that I had with First Priority. She tried to explain that hauling to Montana was very expensive. I explained that I did not have a contract with her company, I had a contract with First Priority. I expected that contract to be upheld. The dispatcher again stated that her company would not do the move for less than $10,000. I said I was not interested in that and thanked her for her time.
I called First Priority at 7:10 pm and spoke Tru. I told them that I believed they have violated their contract. There was no one at my address prepared to pick up our household goods and deliver them to the agreed upon destination for the agreed upon price. As such, I expected a refund. Tru took a detailed description of the events and promised to have someone call me. We have had several such promises from First Priority. Usually, we get no return calls. At 9:28 on Saturday morning I again called First Priority customer service and spoke with Jen. I again explained that First Priority had failed to provide the agreed upon resources to pack, load and transport my household goods for the agreed upon price. Given my experience on Friday, I no longer trusted First Priority and had already begun moving forward with alternative plans to facilitate the move. Given that First Priority failed to meet their obligation according to the contract I expect my deposit to be returned.
My deposit was never returned. I have filed complaints with the Florida Better Business Bureau, the Florida Consumer Relations dept. and the Federal Motor Carrier Safety Administration. If anyone files a class action suit against these crooks, I am all in.