Australian Vanlines Alice Springs’s earns a 2.0-star rating from 4 reviews, showing that the majority of customers are somewhat dissatisfied with moving services.
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Non delivery & personal cost to rectify
In August 2012 "Your small amount of goods will be delivered in six to eight weeks" was the answer to my question of wait time for delivery from Australia to Ukraine for a "door to door" contract. Almost FOUR MONTHS taken to get it on a ship! And SIXTEEN MONTHS for delivery! WHEW! And delivery only because I had to take charge as AUSTRALIAN VANLINES (AVL) were totally incapable of causing delivery. I've approximately 350 or more Emails with more than 100 direct to AVL, invoices and bank statements of proof of payments generated because of the incompetence of this totally inept "International moving" company.
There's a total of four (4) companies and an un-named shipping line AND myself involved because AVL couldn't control a simple task.
Initial contracted cost was $AUD4, 150. Total cost to me to actually effect delivery is well in excess of $13, 000, a mental break-down requiring hospitalisation and VERY close to a broken marriage, not mention financial ruin on my now seriously depleted aged disability pension savings. Mental trauma and constant medication continues as I try to recover my costs from this...this... well...what can one call them? A reply from my 9 page complaint letter to the Sydney manager Mr Kegan Vallaydam says he knew nothing of the problem until my letter arrived in December 2013, so just WHAT were the people I had contact in his office with, thinking. I have 3 Emails from him December/January saying "...it's not our fault..." and "...we'll have meetings and sort it..." etc. Now, March 2014 has come and gone...NOTHING FURTHER. But I will NOT give up!
I can supply Emails, my letter of complaint to AVL, invoices, bank statements etc from the very beginning. I've dealt with some dodgy companies in my life but this mob are head and shoulders above the rest.
It is my opinion the information, claims and chest thumping on the AVL website are fraudulent and totally misleading in the extreme. AVL could not cause my goods to be delivered as contracted, so I require the initial cost paid to them for the job of "door to door" PLUS I require all money spent by me to effect eventual delivery to my home.
Mr Vallaydam's contact details are;
Kegan Vallaydam
Australian Vanlines Pty Ltd
Management
Ph: [protected]
Fax: [protected]
Email: [protected]@vanlines.com.au
AVL know my shipment as;
158263 Huet
My Email address is; [protected]@gmail.com
I will be eternally grateful for your assistance.
Yours faithfully
Jim Huet
Refused to help us out in any way
We moved from Dubai to Brisbane, Australia. And the company which we used in Dubai had partnered with Australian Vanlines Pvt. Ltd to clear freight, complete the quarantine formalities, deliver and reassemble our main furniture items. Our shipment was taking on 11th August 2012 in Dubai. It reached the Brisbane port on 3rd October 2012. I tried calling Australian Vanlines on 3rd Oct 12, but it was ringing and went to voicemail. So I left a voicemail. I then sent an email to Australian Vanlines to check on the status of when it will be delivered to us. The concerned person replied back on 5th Oct 12 saying our shipment had arrived into Brisbane and they were making arrangements to pick up the goods from the freight forwarder. So we kept waiting for some communication from them. Nothing till October 9th 2012. So my husband sent them another email to check the status and still no reply. Finally on 15th October 2012, they called my husband saying that apparently they found out from the freight forwarder company that the Relocation company we used in Dubai had gone bankrupt on 6th Oct 2012 and since they would not be getting their money from them(for clearing freight, delivery, etc.) they cannot help us out in any way. We were so shocked and kept calling them to try and figure out if they can help us out in any way but they washed their hands off and refused to help us out. Also there were many times i called them and it went to voicemail and I left a voicemail asking them to call back giving my number but they didnt call back even once.
Finally my husband had to run around to go and make all the additional payments below. Also he had to run around to get the quarantine formalities and had to look for a delivery company to deliver the goods home.
Also the freight forwarder company was charging us for 10 days of storage from 5th to 15th October amounting to 3323 AUD. And when I spoke to Australian Vanlines, asking why they delayed in letting us know that we had to run around and make all the payments and do all the work ourselves to get our goods home, they didnt give us any concrete reason. We were totally shocked about all the additional payments we had to make. Also what shocked us more was that Australian Vanlines didnt offer us any help in any way. One relief was that the frieght forwarder company felt sad for our situation and reduced the storage fee. (We had approx. 12 cbm of luggage and hence the storage charges charged daily per cbm amounted to 3323 AUD). Overall dealing with Australian Vanlines was a nightmare for me and my family. We understand it was the fault of the company we used in Dubai to ship, but atleast if Australian Vanlines could help us in running around to get the formalities done (Quarantine legalities, freight payment, delivery home) with us making the payments to them, it could have been helpful to us. However we got no help from them at all.
International Freight Charges : 2, 737.92 AUD
Storage Charges : 500 AUD [This was actually 3, 323 AUD, but the freight forwarder company felt sad for our situation and reduced this fee to 500 AUD which was a big relief.
Delivery Charges(without any reassembling of our main furniture) : 550 AUD (2, 085 AED)
Total: 3787 AUD had to be additionally paid by us to get our goods home in addition to the agony, stress and inconvenience we went through.
we cannot second ur opinion as we had such a hard time with them!
Excellent Relocation Service. Our family used Australian Vanlines on a very short notice for relocation service, yet their services was excellent. They are highly professional.
Thanks Australian Vanlines for all of you support.
My experience with Australian Vanlines guys was also good. I didn’t get any damaged stuff. They are good in their services.
I am quite happy with their services, They are really the best people I ever hired to help in my home relocation.
Damaged My Belongings Then Lied
Do NOT use this company. Australian Vanlines destroyed some of my furniture during the moving process. They said they were looking into it, dragging it out for months. Eventually that said they wern't going to compensate me. They essentially lied during the whole "we're looking at it" process. I suspect they're probably not even insured. Did some digging and found the company has gone bust before - don't trust your stuff with this dodgy outfit.
The complaint has been investigated and resolved to the customer’s satisfaction.
Excellent Relocation Service. Our family used Australian Vanlines on a very short notice for relocation service, yet their services were excellent. They are highly professional.
Thanks Australian Vanlines for all of you support.
Undelivered goods - unresolved issue
We hired Vanlines to transport our goods from Sydney to London in August 2011. After a lengthy holiday we were told to expect our goods late November/early December. So we moved into an empty house knowing their eminent arrival.
After being told the delivery would be on December 7th I arranged to have the day at home. The afternoon prior to this my husband got an email from their UK contractor to say the container had been opened and our goods were not in the container.
We urgently contacted Vanlines to find out what went wrong, we were told the goods were not loaded by mistake and they were doing what they could to rectify the situation. We were told they may airfreight out clothes, but they haven't done so. Now almost one month later our goods have STILL NOT LEFT the Vanlines warehouse. We are living out of suitcases with no furniture and possessions. We are continuously being told they are looking into a resolution and yet nothing is being done. We are at a loss right now and are taking the next steps to take legal action.
DO NOT EVER USE THIS COMPANY!
Australian Vanlines uplifted our personal possessions and held them at their depot while trying
to get the rest of the container filled. They said it would take 5 weeks. It took longer than 7 weeks.
Prior to goods being bubble wrapped they went through everything and stole numerous items, especially a lot of tools. We were very upset as they had talked us out of taking out insurance.
Warning to others - don't use this firm. The thefts have been reported to Queensland Police.
Anybody else who this has happened to, please contact us on thereaders88@hotmail.com.
We moved from NSW to The United States. When getting quotes they seemed competent and prompt. That was the end of the good bit. From there on in it was a nightmare.
We paid for packing and express service so that our goods would get there in 6 weeks. The packers were meant to arrive at 11 am but didn't come till 7 pm. Luckily we had done most of it ourselves so they only had a few boxes to do. We didn't begrudge the staff as they were obviously overworked.
When our goods didn't arrive we contacted them. We made numerous calls and sent untold emails. No one knew what was going on and promised to get back to us. No one ever did. Finally we did some Internet research and found the owner of the company on LinkedIn. He at least found out what had happened. The person looking after our goods went on holidays and they just sat at Sydney, they were still there.
Finally our goods that were meant to arrive mid August got to town mid December. To add insult we were then told the local depot was busy and that we wouldn't get them till after Christmas. We ended up hiring our own truck and going to the depot ourselves.
The delay cost us thousands and thousands of dollars purchasing necessities that we already owned and all the company were prepared to do is give us $1000. Considering we had paid $600 extra for express service this was in reality the grand total of $400 compensation for a several month delay that cost us thousands.
This company is a NIGHTMARE. Have had my personal effects for 4 months and still have no idea when they will send them to me. Paul Delfries is absolutely useless and it seems like the company is a scam altogether. I started a claim at Fair Trading and they couldn't care less. so I am going to the Federal Court to initiate a legal proceeding against them. DO NOT LET THIS COMPANY SCAM YOU, THEY ARE UNPROFESSIONAL, LAZY AND HAVE NO IDEA ABOUT THE WORK THEY ARE SUPPOSED TO DO...
I chose Australian vanlines because i mistakingly thought it might be prudent to use a larger more expensive carrier to ship my furniture from Perth WA to Auckland. HOWEVER, Australian vanlines mislead me as to the delivery date of my furniture then endeavoured to concoct a ridiculous argument justifying the delay of nearly 4 weeks past their promised maximum delivery time. They then kept stringing me along for a further 3 weeks with the story that they would magnaminously investigate the situation which they said was totally unacceptable but ultimately did nothing to make any attempt to ameliorate my dissatisfaction with their service. Indeed adding insult to injury by not returning phone calls.
My experience with Australian Vanlines guys was also good. I didn’t get any damaged stuff. They are good in their services.
I am quite happy with their services, They are really the best people I ever hired to help in my home relocation.
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Overview of Australian Vanlines Alice Springs complaint handling
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Australian Vanlines Alice Springs Contacts
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Australian Vanlines Alice Springs phone numbers61 1800 251 87461 1800 251 874Click up if you have successfully reached Australian Vanlines Alice Springs by calling 61 1800 251 874 phone number 0 0 users reported that they have successfully reached Australian Vanlines Alice Springs by calling 61 1800 251 874 phone number Click down if you have unsuccessfully reached Australian Vanlines Alice Springs by calling 61 1800 251 874 phone number 0 0 users reported that they have UNsuccessfully reached Australian Vanlines Alice Springs by calling 61 1800 251 874 phone number
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Australian Vanlines Alice Springs address35 Wilkinson St, Alice Springs, Northern Territory, 0,871, Australia
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreMay 24, 2024
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Damaged My Belongings Then LiedOur Commitment
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