Unfortunately I have never dealt with a company which displays poorer customer service.
In January of 2013 we booked our move from Saskatchewan to British Columbia of July 2013. A few weeks prior to the move, I contacted a customer service agent who answered a few questions I had about the number of days it would take to deliver stating it would be 2 to 6 days from pickup. Perfect!
7 days prior to the move we still had not heard anything from them so we decided we better contact them. Upon searching for their website, which we had accessed in the past, we discovered that the google search for their site or information had come up dry. So too had the site which had positive ratings for this company.
Upon further investigation it became clear that Blue Star also uses the handle Royal Vanlines Inc. Most alarming is the newly updated rating by the Better Business Bureau of an "F" siting 40 complaints in the last 12 months, 37 of which were related to "Delivery Issues" and "Problems with Service." It is also published that the BBB has asked for satisfaction claims to be substantiated and has made clear that your company has not provided them with any substantiation.
When i was finally able to reach a customer service representative (who was a lovely and helpful woman) 6 days prior to our scheduled move we were informed that our move had been rescheduled and that they would be coming to get our stuff 2-3 days from that time as opposed to 6. When I asked why we had not been notified she replied simply, "you should have been. I don't know." She also informed me that delivery time would no longer be 2-6 days, but that it would be nearly two weeks as they were going to drive our stuff out to Ontario from Saskatchewan before driving it to British Columbia. Hearing this I began to think that we would want additional insurance for our belongings. They do not make this available. I also asked about the poor rating with the BBB and she explained that they were undergoing legal recourse as the BBB was falsely associating Blueline with Royal Vanlines.
I asked to speak with the manager. After waiting on hold for roughly 30 minutes I was told he was still on a call but would be with me shortly. She returned again some minutes later to say he was still on the call but she said he could call me back. 2 days later I received a call from one of his representatives had made to me to let me know they would be here in a day to pick up our stuff. I thanked her for calling, informed her I was stil waiting for the manager to call, and asked that she cancel our pickup. I also asked that she would again ask her manager to call me.
He called minutes later. His customer service was appalling. He had no interest in why I would be concerned saying that, "we haven't even picked your stuff up yet, how could you be unhappy with us." He denied the legal proceedings with the BBB, and informed me that since we had cancelled he did not have to answer any of my questions and had no interest in providing me with any kind of customer service. He said if I was upset with their company I should sue them. I will be filing a formal complaint with the BBB and happily forfeiting my $100 deposit so I can book a company I can trust.
Buyer beware. Steer clear of Blueline Vanlines.
- Approximate cost of services:
- $4,000.00