Diamond Van Line
1135 Garnet Ave Ste 29, San Diego, CA 92109
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We signed a contract with this moving company - it was all inclusive and it was stated to us that all disassembly and reassembly was included in the contracted price. The movers (subcontractors) FINALLY arrived today - refused to move furniture in until they rec'd the balance of the money - then proceeded to rush and unload our furniture. Several things have serious damage and some things are totally destroyed. You've heard all of this befor I am sure. My husband is on permanent disability. The fact that disassembly and reassembly was part of the contract made the determining factor in choosing this company. The owner of the company Adam Dahan came out to our home in Victorville, CA personally and we s/w him as well as numerous phone calls/emails back and forth. He reassured us that everything would be taken care of. HOWEVER that was NOT the case. The subcontractors REFUSED to put anything together (tables, bedroom suite, entertainment center etc) so we are stuck in a house with nothing assembled. We contacted the resource at Diamond Van Lines (Zach) who said he would relay the message to Adam and he would be calling right back. The subcontractors stated "unless you sign the receipt of acceptance you can't file any claim" - we were pressured to sign due to the extensive damage. We called again and s/w Zach again and Adam refused to get on the phone so we left another message for Adam to return our phone call and we have yet to hear from him. He was so solicitous to GET our business but now that he has our money he won't honor his contract and verbal confirmation, nor will he return our call. adams last responce was since we called the bbb he is done talking to us. ( again this isnt even just the damage its everthing his company disassembled and didnt reassemble ) tvs cabinets wall units beds and frames ect. dont use diamond van line use take a chance and use a big name company its worth the few extra dollars.
Do Not Use Them!!!!!!
First I never received any email from them after their calls- the emails that talked about how the insurance works, etc. They called me before I decided to use them, but little after. The day before I got a call about them needing to change my moving date. I said I couldn't. They showed up over 2 hrs late. The guy- Daniel Parrot was very pushy. Said I had to sign stuff before he would start working. I called the company to try and get the form that I was signing about receiving- I was told it was email, yet never received it. Due to them being late and the lack of time, I signed it so he would start working.
My price was a quote I made while in another state. I over estimiated. He said I was locked in at that price. Did nothing to caculate. Said he could pack it so I would have more CF- so I was lucky to be locked in. I also called the company and asked for a cacualtion (never received).
His inventory list lacked detail- everything was a labeled box, except for a TV/Comp/and Bikes. A lot were not boxes. Some had more then one tag on them.
He only gave me 1/2 of my inventory list at the end, hence I didn't notice that he only wrote down 2 of 3 of my bikes. He stole my $3200 Mountain Bike. Also missing was over 10 boxes, which had my SLR (I love taking pics!!), GoPro, Expensive wine, and much more.
I had them store my stuff. So I guess this provided extra time to steal my good stuff. Stuff arrived dirty and broken!
Since this I have called tons of time and maybe 20 to 1 actually get a call back.
I have all of this on record and even have pictures of my bikes at the storage unti. I even took pictures of the moving truck because it looked shady. Just like Daniel Parrot!
Very unhappy- I saved a long time for that bike and need a camera.
Do not Use Them!~~~
Police Report Filed!
For our move to San Antonio, Texas from San Diego, we contracted with Diamond Van Line. We were initially given an estimate of $3300 which on moving day was increased to $4500 (later negotiated down to $4100). This was despite the fact that we had less furniture to be moved than was initially estimated (we had sold a corner sofa and bedroom set between the time we received our estimate and the time of the actual move.) When the furniture was delivered, and additional $300 was demanded to move the furniture to the third floor apartment we lived in. After talking with Adam (the owner), by telephone, he agreed to waive the fees and said he would be hiring a couple more movers to assist in getting our furniture and belongings inside the apartment.
The two "movers" they hired were temp workers and not professional movers. After they arrived, Diamond Van Line's delivery team drove off, leaving all of our belongings in the parking lot. The temp workers, realizing they were not going to be paid, stated that they were going to leave as well, but I persuaded them to stay by paying them myself. The furniture was moved in, at expense to myself, and I ended up having to assemble the furniture myself (which Diamond Van Line was supposed to do). Additionally, several items were broken, a few missing, and a piece to my desk was also missing, requiring me to get rid of it (as it could not be assembled without that piece) and buy a new one.
We attempted to settle this with Diamond Van Line, and agreed to a $300 refund, but they wanted a signed release stating that I would "not file any complaint or publish any negative information... to the Better Business Bureau, U.S. Department of Transportation, The American Moving and Storage Association or any website..." They wanted it signed in advance of payment, and I could not do that, considering my experience with them.
Below is my response to Diamond Van Line's response:
Diamond Van Line's response to my complaint does not reflect the truth of the situation.
1. No items were added after the initial estimate. A large corner sofa and an entire bedroom set was sold off before the move. The original estimate provided by Diamond Van Line was either poorly written, or deliberately lowered in order to get us to solicit their services.
2. I was assured before the move that delivering to the third floor was not going to be a problem. As they repeatedly pointed out, "two flights of stairs" was included in the delivery. What they failed to tell us was that a flight of stairs is 8 steps. Anything beyond that is $75 per 8 stairs. The delivery driver demanded an extra $300, not the $150 stated in Diamond Van Line's rebuttal. Using their own figures, the appropriate charge should have been $225, but their delivery driver would not budge, and wanted $300 after having been shown the apartment (and walking up the stairs) and already receiving payment for the delivery paid in cash. If there was an issue with the stairs, shouldn't he have mentioned it at the time the final paperwork was signed and final payment was made?
3. Diamond Van Line said they would waive these charges and hire a couple more movers to help out. Those are the two workers from Labor Ready who were not professional movers. Diamond Van Line's own movers did not stick around, instead driving off when they arrived.
4. My wife, in absolute disgust with the situation, did call Adam and demanded a refund. I do not know what she requested, but apparently Adam at Diamond Van Line does not know either. In his rebuttal, he quotes two different dollar amounts.
5. I did negotiate a refund with Adam, but he wanted a signed release BEFORE paying the refund. Adam claims to try to be number one on customer service, and agrees that the service was not up to par on our delivery, hence the refund offer. But the refund offer came with strings attached. Something I was not willing to do.
While I am sure Mr Stieringer removed items from the estimate, he fails to mention any items that were ADDED. In regards to us leaving the items in the parking lot. Mr Stieringer was made aware that if stairs were present there would be an additional charge. He did not want to pay the additional $150 charged by the driver for stairs, therefore the driver did not bring it up the stairs. In efforts of giving good customer service to the customer the customer called my call phone at night on a Sunday after the driver left and I mentioned to him that the driver cannot bring items up the stairs for free which is what the customer wanted. After the driver left, I explained to Mr Stieringer that I would call labor ready and have two men dispatched right away and I would pay for this (even though , I did not need to because the contract states that stairs are additional cost). The laborers from labor ready were paid for the 4 hour minimum in advance on our company credit card and were told that if it goes past this 4 hours to continue working and the rest would be charged to our card. I do not know why they didn’t proceed after the 4 hour minimum. The next day MR Stieringer ‘s wife called me demanded $1800. After getting yelled ant and cursed at by her, I finally was able to get a word in. I explained to her that this whole discrepancy occurred because of her and her husbands refusal to pay the stair charge of $150. This was never a hidden charge and is clear on our paperwork. I eventually spoke to her husband and after about a day or so of negotiating, I eventually mentioned that in order to be as accommodating as possible I would given them an additional $300 . I told them we need a release signed that we have resolved all issues before I send payment out (standard company policy). They eventually agreed on the figure and I even altered the agreement and payment methods to methods that made them feel more comfortable. They didn’t want to sign the agreement prior to payment received, but I altered the wording so it was to their liking in the release indicating all issues are resolved after payment is received. The customer demanded me making a payment by PayPal and I agreed I would make the payment on PayPal within minutes after receiving the release signed back We try to be number one on customer service but this customer wanted us to perform a service for free (stairs), and when we couldn’t do this the customer demanded $1600!
Packers came 5 hours late on the day agreed upon even after we agreed to do it a day later to acommodate your company s schedule...
2. The price jumped $3000 over the original Not to Exceed agreed upon price which was promised to me as a binding cost before I gave my deposit...
3.The packers made my wife feel like they were to be paid $200 extra to ensure the safety of our belongings.
4.You did not put it directly onto the Semi as promissed.
5. Packers seemed jittery and their pupils were dialated...
6.Delivery team showed up at 8:00pm (12 hours) late. I missed work to be ready for delivery first it was 7:00am, then 9:00, then 12:00pm, then 4:00pm, then 5:30, showed up at 8:00pm. 8 Hours of work missed. 42.50hr
7. He threatened to leave with my belongings if the truck was not unloaded by midnight.
8. I had to help unpack
9. None of my furniture was reassembled, which is stated in the contract that it would be. (breah of Contract) 3 beds 2 tables and a inversion rack
10. Damage to many Items. So Far: Ruiined-$500 Surfboard, $700 surfboard, $800 kitchen table, $200 mirror, $50 Candlestick, oil on a box of my daugters clothes, $600 custom rod iron fireplace cover etc...
11. Hardware still missing to reasemble funature. ???
12. Finding Boxes stuffed with mostly paper and wrapping trash, empty tape rolls etc.
13. Over charged for cu feet even after they raised the price on me...
14. will not supply a written recover or claims process
I was never the rep who dealt with Mr Emswiler. If I had , I would have come out in person to do the in home estimate . I do not quote anyone myself by phone. Our over phone rep Patrick spoke with Mr Emswiler and Mr Emswiler insisted that rather than doing an in home estimate with us that we would use the figures that another moving company used to determine the inventory and ultimately cost based upon volume and packing service needed. When we arrived at the customers home on move day, we did a walkthrough and we determined that the inventory that was actually was going was extremely higher than what was told to Patrick over the phone . This could have been because the estimate Mr Emswiler received from our competitors was off or for a variety of other reasons. However I will reiterate that Mr Emswiler insisted that we work based upon the figures that our competitors arrived at. We informed Mr Emswiler before we started the job of the increased costs due to an increased inventory. Specifically please see the printed out estimate that Mr Emswiler provided to our representative Patrick which indicated a total of 177 pieces to be going , of these 177 pieces approximately 60 boxes were noted to be going. On move day please see the actual items that Mr Emswiler insisted on having us take. The 5 pages of inventory indicate over 300 pieces of which there were over 170 boxes going. In efforts of customer service I got on the phone directly with Mr Emswiler and explained that the increase of cost was due to the fact that there was obviously an increased inventory. THIS WAS DISCUSSED ALL BEFORE WE STARTED ,PACKED OR LOADED. A WEIGHT BASED MOVER WOULD INDICATE THESE NEW CHANGES ONLY AFTER THE TRUCK IS WEIGHED AT THE NEAREST WEIGH STATION. I explained that instead of the cost being what Patrick had discussed with the customer at 1370 cubic feet x $3.4=$ 4658, plus $1456 of packing / materials totaling $6113, the new cost should reflect 2000 cubic feet x $3.4=$6800 plus $2000 for packing materials needed (more packing was necessary due to the increased inventory which would reflect a new total of $8800. Although there was a VALID reason for this increase and we had any right to move forward with this new figure of $8800 by the laws and regulations of the Department of Transportation, I negotiated a $500 discount with the customer and told him the cost would be a flat $8300. He asked for an even bigger discount and I mentioned that I could not do it and if he wishes we can leave his home and refund him the deposit he had already paid. I even told him I would help him find a reputable mover on such short notice. He insisted that we move forward and things ended amicably. Shipment was delivered speedily within about a week – week and a half of pick up. We inform all our customers that a binding cost is based upon the services and inventory given. Any changes of services and inventory will reflect a higher cost and would negate the original binding cost and a new actual biding would need to be given after a walkthrough is done on move day and before we start. See attached. I also gave him $500 discount already of what the cost should have been. In regards to damages we will file a claim once we have received photos of all the damages and will offer him reimbursement based upon the 60 cents pr pd formula that was included in his move, not any full replacement or repair cost of such items. We are still waiting on the complete claim, he has been sending us only bits and pieces of the claim.
When I needed to move in a hurry, this was the only company that would take the job with such short notice. Moving alone is stressful enough, so it was a blessing how affordable and willing to work with me the Diamond Van Lines was. The rep gave me a quote that was very affordable and within my budget, in the end I believe both parties were happy. Thanks again for the pain free move!
I just got delivered in Ohio by the Diamond staff. I would like to mention that these guys are so good they SHOULD ALWAYS GET TIPPED . Not only did they pack up my home quickly , but the delivery was relatively smooth as well . There was a minor issue at first with delivery (I HAD A TIGHT SCHEDULE IN OH), and the driver was a little cranky about having to wait one day for me to arrive, but after the office staff spoke to him, all was good!