Zen Van Lines / Terrible experience
This is a performance summary of Art of Zen Movers in my relocation to Sacramento from Roswell, GA. Their movers arrived 3 hours late, although I did receive a call at the last minute. Though paid to pack, the boxes packed by Zen appeared to be randomly packed, and though numbered, I never saw a list of what each box was. The loaders left behind my sofa and had to return.
When I secured a residence upon arrival, I called their offices at 2pm your time on Saturday, June 28th to schedule the delivery. Although your office was open for business and had 3 hours to go before closing, I received no return call. I called again on Monday, June 30, and was told by Paul Bedi he would get back to me on Tuesday, maybe Wednesday, with the delivery dates. I called Wednesday, and was told the delivery had not yet been scheduled, but it would be finalized on Thursday, July 3. I did not receive a return call on July 3, even though I called and left a message within the hours the answering message indicated the business operated.
When I did finally get to speak to Paul Bedi, I was given a THREE day window for delivery (July 8, 9, or 10), but was assured it would be clarified early in the next week. By the way, I drove cross country in three days' time. I spoke to Paul again on Monday and was told it would be either Wednesday afternoon or Thursday morning. I asked specifically for Thursday morning, since I had to be able to let the client I am working with (I am a contractor) know ahead of time when I would be out. Paul assured me this would work out very well for Zen as well, and I was assured the driver and crew would be there on Thursday. I was told to expect to hear from the driver.
The driver did not call until 10:15 Thursday morning, letting me know he was stopped for fuel in Boron, CA. Boron is 370 miles from my residence; he was at least a 6 to 7 hour drive away, meaning his delivery would not be remotely close to the agreed upon time. Thus, I lost a day's wages for absolutely no reason. Zen's position was, basically, that's too bad but they did not intend to do anything to ameliorate losses created by their inability to perform. The delivery for Thursday morning can be verified by the local moving company in Sacramento sub-contracted to unload the truck.
Thursday night, about 8:30, I received a call from the company that Zen subcontracted to unload the truck. At that point, I was already exhausted, and asked them to bring it in the morning. Even had they delivered, it would have been well after midnight on Friday morning before the job would be completed, and I would have missed work Friday anyway.
Upon inspecting the property I had moved, I discovered a part of my bedframe was missing (I have had to purchase another frame). My washing machine has a broken knob which now makes it difficult to use. I have one table that has been ruined (a brand new rolling table I use as a desk for a laptop). I am unable to locate an emergency radio, and a few pieces of computer equipment (specifically, a router is missing, and another has been broken.) I am missing tool sets, answering machines, clocks, lamps, and other items. I asked the mover to check with their Las Vegas customer, and they have not done so to my knowledge.
On my dining room table, paper is glued to one spot. One pet cage has been broken and is unusable. An office chair had a wheel broken. An HDTV will no longer come on. This is cursory, as far as damage goes. I have not yet gone through most of the boxes because my health makes progress slow.
I filed complaints with the DOT, and the Better Business Bureau in Atlanta . There is absolutely no point at which Zen performed in a manner consistent with good business practices. Zen has made it a habit to fail to return calls, to fail to be in contact at times they promised, and failed to deliver in a timely manner as promised. They have absolutely refused to make good on lost wages that were incurred due to their incompetence and lack of communication; their driver knew the DOT had pulled him off the road, but he did not notify the company or me (though he had my phone number) until late morning on July 10.
This has been a wretched effort on the part of Zen, and it should be seen as an embarrassment in an industry which people already hold great mistrust. In the case of Zen, that mistrust is well earned.