Vega Line Moving & Storage Services

This is a brand new complaint filed and the customer did not provide ANY opportunity for follow up before posting reviews, leaving us wondering if there wasn't an agenda here?

In doing so (now), these are the online bedbug reports for the building these people moved out of:

Anonymous on 10/31/2012

I have lived here for 3.5 years and have just encountered my first bed bug infestation. Noticed red marks all over my body but passed it off for hives/some sort of eczema until I found a live bug crawling around in my bed. YUCK! Flipped mattress over and found 3-5 other live ones *shudder* Dusted my entire mattress with Insectigone (basically DE) and ordered a mattress encasement. Just dropped off a letter notifying property management tonight as my boyfriend finds a nest under his chair and a f

ew crawling around in the closet. Three weeks ago I never saw a bed bug in real life and now look! Will post again with mgmt's response.
show snippet only

Anonymous on 08/06/2011

Avoid this building. Many cases of bed bugs from myself and neighbors thatgo unheard but more importantly, shady subletters and management that turn a blind eye and hardly speak english. "Lobby A" compared to other builds in the complex where management lives is the only clean building, the rest they hardly care about.

So we feel that this customer may be trying to pinpoint a pre existing problem to our facility, which is extremely inappropriate. Our facilities meet all health and safety inspections and have no infestations...with that, the fact that this person has bedbugs and did not declare it before moving is concerning. We wrap all mattresses in plastic coverings as part of our commitment to protecting against bedbugs and other known risks.

We will now address this customer via our claims department, in knowing the full details. And in considering that this false bedbug report is libel and quite damaging, will be treating it seriously as a result. Please do not rely on false reports of people engaged in a claim who are trying to simply capitalize on that process.

We treat any issues reported to us in a timely and serious manner, but false reports are unfair and misleading. There are no bedbug infestations on our premises and, as stated clearly above, any weight issues were addressed.

This customer's company was paying for the move and he was separately trying to profit from that by having "refunds and discounts" applied directly to him. Our moves generally do include multiple pick ups/deliveries...that is how moving companies work. However, the weights are done individually, with recourse to order a rescaling if challenges are presented. This customer presented a much different scenario in obtaining a sight unseen estimate than what he actually presented at the pick up. Customers getting quotes for their company paid move will sometimes do that...as the company establishes limits, the customers will try to work within that but often don't present the move in an honest, transparent fashion. As a result, when they have completely underestimated things at presentation of their move to stay in good standing with employers who want to keep costs low, that obviously also results in a low estimate from our end...we rely on good, solid information to provide a reliable estimate. This customer ordered a delivery, agreed to payment then when the goods were en route to him, back pedaled on that in knowing that his company would resist the higher amount involved in his move (with a significant discrepancy in volume). He then refused to pay, creating problems for all the other customers loaded into that truck...in fairness to them and in trying to keep to our schedule, we had to unload the goods into storage in the middle of nowhere, covering all costs for that. In order to resolve this issue with incurring a very large storage bill. we provided a $1200 discount in order to get the move finalized. Although stories are shared of movers holding goods hostage, moving companies experience this feeling when customers order services, those services are performed and there is refusal to pay for them. It really leaves movers between a rock and hard place as schedules are impacted and they are forced to come up with solutions that include extra work and expenses as a result. There are always two sides to every story, and this story was that the move was MUCH larger than presented to both our company and the employer footing the bill.

We understand that customers feel like they're in limbo and helpless when they don't know the "status" of their items. However, we tend to focus our energies on actually being actively involved in the process vs engaging in updates. We establish timelines that items will be in transit and, beyond that, our first update is as the goods are arriving in the loading bay at the destination point. This is the most efficient way to provide service, as we know that people are also "on the move" during their move and establishing contact isn't always easy. It's not a matter of "not knowing" where items are, it's a matter of waiting for that update that "items are arriving" and ready for delivery. In attempting to avoid time consuming "telephone tag" situations, we find this to be the most effective method and apology if it created any worry!

Thank you, Bryan....we truly do appreciate the kind words as this can be a thankless business at times. Moving is a stressful period for some, as they become exhausted with the process...often attending to jobs and children and then having to attend to the details of a relocation at the end of the day. Our aim is to provide all the details in order to help eliminate some of the stress associated with time constraints and pressing timelines of moving across the country. Our team has been in place for some time and understand the in's and out's of the job...it is part of their duty to make things as smooth and comfortable as possible. With that, we're glad to hear that this was the case for you...we will be happy to help your friends move as well!! :)