Royal Van Lines, Inc.

My employer relocated me from Toronto to Vancouver and the start date in my new position was the 4th of September. While searching for movers (an experience that I wasn't really comfortable with in the first place), I was assured by Emma, the Sales Representative, that my items will arrive before the 4th. Let me tell you my story/nightmare... the movers were on time and did manage to get my items from both locations (Mississauga and Toronto) in 11 hours, and there were no racks for my clothes, which made them crumpled and requiring dry-cleaning. When I asked the movers when should my items arrive because I was told that they would be shipped out the next day, they laughed and said that that won't happen and admitted that they have only been employed with the company for 2 months and 6 months... makes you feel REAL comfortable knowing these are the ones responsible for your posessions. I called RVL the next day and was once again assured that my items will arrive on the 1st, 2nd, or 3rd. I arrived in Vancouver on the 1st to paint my new place so that the walls would be dried upon arrival on the 2nd or 3rd. On the 4th I called, frustrated that my items haven't arrives and then was told that I will receive my items by the 5th, possibly the 6th. On the 6th, I called the office and no one had answers for me, no one seemed to get how frustrating this experience has been that I AM NOT HAPPY! Then the day of expected arrival, they called me (after having to take yet another day off!) that "the truck has broken down" and for complaints to speak to my Sales Rep. Finally after reaching Emma and being openly upset about my items not arriving, she got beligerent and defensive. She started shrieking about shipments are expected to have delays, etc, and that she cannot do anything because it would increase labour costs (which based on evaluation, it seems like a lot of "under the table" activity is happening with this company) even though not understanding that everyday I do not work, I am losing money (the reason I am in BC) by not being in the office. My employer paid for this relocation and I thought that going with a smaller company than the larger ones was a good idea (I WAS a strong advocate for small-midsize businesses), now I have egg on my face.
When the finally got my items here, they lost my KING SIZE mattress (How in the world do you lose a mattress!), and broke at least 8 items, which included fine art pieces. When I called for a status update, no one is taking any form of accountability or responsibility, all I am getting is "Not my problem, it's out of my hands, etc". I have never experienced such incompetence from one company, they don't care, and once they get your money, they are completely dismissive of you and your items. This company is a disgrace. My company is planning on future relocations of employees across North America and based on this experience I am definitely not recommending this company. I will advise that you pay more and get better service with a larger corporation where it won't take a month or more for someone to "receive" a claim.
I have NEVER experienced a lack of human courtesy and respect than I had with the Sales Representatives and Management in this company. DO NOT USE THIS COMPANY! They do not care about your items or your frustrations, just their commission. I usually would not bother with a rating but this experience seemed worth it to prevent others from experiencing what I am enduring. It's been more than week and all I received was a condascending email telling me to take pictures of my damaged items, nothing about my $3000 mattress.