Never use Gold Star Van Lines!

They gave me an original estimate of $707.20. When they arrived Feb. 15 they forced me to buy a $20 over-sized box for an old mattress. They also shrink- rapped a junky piece of furniture for $10 that I didn't want shrink-wrapped. Fine. That brings my total to $737.20.

I called two days later to ask when my stuff would arrive. They didn't give me an exact date, just "later this week." They did tell me my invoice was $888.20. I immediately told them that this was incorrect, but the dispatcher (Lee Bavin) wouldn't tell me exactly why the $151 discrepancy. Over the next two weeks I called and e-mailed numerous times to try to rectify the bill, but the response was always non-existent or evasive.

Finally the truck arrived the evening of March 4, about two weeks later than the original estimated date of arrival. The driver presented an invoice of $888.20. I called Lee Bavin again. He finally explained that the extra charges were because they had unloaded my stuff in their warehouse for two weeks rather than promptly delivering it like they were supposed to. I was supposed to pay the storage and handling fees because they were tardy in delivering my things. I told him there was no way I would pay more than $737.20. They threatened to drive away and put my things in a local storage facility until I would pay the extra $151 plus additional fees for a second storage. We had four or five testy phone calls over the next 50 minutes or so. I had to resort to citing portions of my contract to him over the phone and threatening him with a lawsuit. Finally they did unload my things for the proper $737. (A $0.20 discount for my inconvenience!)

*Bonus Trivia* The company calls itself Goldstar Van Lines of Fremont, CA on its contracts, phone calls, and customer website. However they billed my credit card as AllVanLines of Milpitas, CA. Trying to hide something?

I would advise people to never use Gold Star Van Lines. I would also advise people to never believe the dispatcher Lee Bavin or the owner Danny Shovan.

Firstly, let me state that we have had nothing but problems, lack of communication, and a total disregard of professionalism from this company.
-When we called to update our inventory, destination, etc. nothing ever got logged properly into the computer system and we would have to generate 2 - 3 more calls to get the documents correct.
-The move was scheduled months out for July 18, 2008. On July 17, 2008 Whitney received a call asking if it could be moved to July 19, 2008. Whitney agreed, if they could guarantee that the move would be completed by noon, as she had out-of-town travel plans. She was assured that the movers would be there by 9:00 a.m. at the latest. At 10:00 a.m. she asked me to call GoldStar Van lines to make in inquiry. They gave me the driver’s phone #. In contacting him, he told me that he had just left Portland, Oregon (5-6 hours from Bellingham). Whitney had to cancel her travel plans (she was to be a bridesmaid in a wedding 4-5 hours away!) and waited all day for the movers, who never did show or call. I was able to contact the driver after 6:00 p.m. he said that he was detained in Portland, Oregon. Not once had he tried to contact us about the delay. At that point the move was rescheduled for 7:00 a.m. July 20, 2008. I asked that he call 1 hour in advance so that Whitney could be prepared. He called the next morning at 8:00 and stated “I’m 5 minutes away”.
-With two movers available to take Whitney’s furniture to the truck, one mover proceeded to simply drag pieces of furniture across the carpet, rather than two mover’s carrying the items. Some items received damage at this point as listed below.
-After the mover’s left, Whitney noticed that her alarm clock was missing! When the items were delivered to Pocatello, the alarm clock was taped (by the movers) to her medusa floor lamp…probably why the lamp fell and broke! We have no idea why the clock was removed from her apartment in the first place, as all items to be transported were either boxed or large furnishings.
-Apparently, GoldStar has a policy of transporting items to a warehouse and then delivering the items to the destination when it is convenient to them. We asked that the delivery be ASAP and were told that delivery would be made within 12 days (as per Adriena). Her items were finally delivered on August 17, 2008, with major damage to over 50% of her items (not including boxed items, which Whitney herself packed that were undamaged…but apparently had been opened and gone through. It is obvious that her belongings were neither secured well, nor handled with care and in fact opened and tampered with.
You would think that when this company noticed damage to her items that we would’ve been notified. i.e.:
-Obviously her lamp was damaged and the pieces removed prior to being loaded onto the delivery vehicle, as no glass shards were in the truck!
-Obviously her belongings had been broken prior to being loaded onto the delivery vehicle, as they were separate and in pieces!
-I called on August 18, 2008 to report the damaged and missing items, and sent an incomplete inventory list. I was told that to go through your company for claims. I was also told that the drivers and warehouses involved would be questioned, specifically to try to locate the missing dresser. I again called, on August 22, 2008 and was connected to “Lee” whom I was informed handled missing items. At this point the stated that he was not aware of any missing items, had not been contacted by management nor given a copy of the inventory I had sent, and had not looked into the whereabouts of the missing dresser, but was vaguely aware that someone had mentioned the damaged good. He assured me that he would make contacts to try to recover this item and to call back the first of the week. At that time I also emailed him the inventory list along with an attached photo of the dresser. Considering that GoldStar Van lines boasts a “Unique numbered tagging system for all items shipped”, you would think that all items could be accounted for and in the condition they were picked up in. Or at the least the company would step up their customer service to at least follow through.

Please see below and the following pages for an itemized inventory of missing and damaged goods.

Please note that included with this list are photos of damaged goods (with description of damage to the item shown on the backside of each photo).


ITEMIZED INVENTORY OF DAMAGED OR MISSING GOODS FROM GOLDSTAR VAN LINES
Reference # W196274


1. 5 DRAWER DRESSER ITEM #49271
Manufactured by: Ameriwood
Retail outlet: www.ameriwood.com
Current retail (sale price) $246.23 + shipping $54.00 = $300.23
Weight: 103 lbs
Condition at time of move:
- Like new. Item was 2 years old.
Condition at time of delivery:
- ITEM NOT DELIVERED!!! Picture available on manufacturer website. A photograph (from Bellingham apartment prior to move 06/14/08) has been included showing this item and it’s like new condition.

2. MEDUSA 6 LIGHT FLOOR LAMP
Manufactured by: Limisource
Retail outlet: www.blacklight.com
current retail: $84.99 + shipping $26.58 = $111.57
Weight: 29 lbs
Condition at time of move:
- Like new. Item was 2 years old. All six light sconces were bubble wrapped individually, then wrapped and taped together by client. Approved by mover
Condition at time of delivery:
- All bubble wrap was removed, 3 glass sconces missing. 2 of the nuts used to secure the sconces were also missing. Picture included. Not useable / needs replacement.

3. DESK
Manufacturer: N/A
Retail outlet: Bed, Bath, and Beyond (no longer available)
Approximate purchase price: $100.00
Weight: 100 lbs (approx)
Condition at time of move:
- Like new. Item was 2 years old
Condition at time of delivery:
- Shelving ripped from main desk unit. This desk sustained significant damage. Pictures included. Not useable /needs replacement.



4. ENTERTAINMENT CENTER
Manufacturer: N/A
Retail outlet: SEARS
Approximate purchase price: $100.00
Weight: 100 lbs (approx)
Condition at time of move:
-New. Item was 30 days old.
-Please note: I asked the mover to disassemble my entertainment center at time of pickup and he refused. He picked it up without assistance and broke off pieces that held it together. I asked him again to take it apart and he refused .
Condition at the time of delivery:
-Further damage to item. Item is now scratched, chipped, and has sustained damage to the opposite side Is no longer useable as one unit, but rather placed unfastened / unsafely together. Does not meet manufacturer safety guidelines, so it cannot be safely used. Pictures included. Not useable / needs replacement

5. ACCOUSTIC GUITAR
Approximate purchase price: $300.00
Weight: N/A
Condition at time of move:
- Like new. Item was 3 years old. Item was in case and moved as furniture. Not extra packing. Approved by mover.
Condition at time of delivery:
-Item has a huge dent in side/ bottom. Pictures included. Not useable / needs replacement

6. MATTRESS COVER & MEMORY FOAM
Retail outlet: COSTCO
Approximate purchase price: $100.00
Weight: N/A
Condition at time of move:
-Like new. Item was 90 days old. Mover wrapped entire mattress and cover in shrink wrap.
Condition at time of delivery:
- Shrink wrap torn away. Item is torn and filthy. Pictures included. Not useable / needs replacement.

7. LAUNDRY HAMPER
Retail outlet: COSTCO
Approximate purchase price: $50.00
Approximate weight: N/A
Condition at time of move:
-Like new. 30 days old.
Condition at time of delivery:
-Lid was ripped off and screws to reattach missing. Pictures included. Not useable / needs replacement.

8. SCOOTER
Purchase price: $700.00 (used / purchased 3 months from original purchase)
Retail value: $1000.00+
Cost of repairs: $15.00
Approximate weight: N/A
Condition at time of move:
-Like new (original owner purchased this item in January 2008 and sold it to Whitney approximately 3 months later) Whitney paid an extra $150.00 to have this item “crated and shipped” (as per Adriena @ GoldStar Van lines). When the movers packed this onto the truck, they only “shrink wrapped” it. I did make an inquiry (with Michelle at GoldStar Van lines and she said that we had been “misinformed” as to reason for the extra fee. That is was not as we were told, but simply a vehicle transfer fee. I am highly distressed as to the “change’ of information (bate and switch) after fees have been paid and items removed from our possession, and feel that this is an illegal practice, and should be pursued as such.
Condition at time of delivery:
-Physically the scooter appeared fine, but it would not start. Whitney had a scooter repair shop pick it up, diagnose, and fix the problem. They said that the starter was knocked out of position and had to be reconnected. They further informed her that this type of damage could only occur if the scooter had sustained a violent impact. You would think that for $150.00 extra for this one item alone that it would have been secured properly for transport.

9. ART SUPPLIES
Whitney also discovered that a dozen or more tubes of acrylic were missing from her art/school supplies. It was quite obvious as the items were placed inside of a small lidded box inside of a larger crate. When she open the crate the lid was missing from the small box and the tubes of acrylic were missing.

In closing, I would like to state that the entire process of contracting with this company has been frustrating and distressful. The practices of this company are unethical, unprofessional, and criminal. We were hooked but obviously duped by their own words “GoldStar coordinates moves for families, businesses and corporate employees originating anywhere in the world. We're proud to offer the best possible service at an affordable price. When it comes to moving your personal belongings across the state, nothing is as important as a fully-qualified, trained team. GoldStar's #1 priority is to provide each customer with a personal and caring service, with a promise to treat each customer's belongings as our own.

We are asking for due resolution of damaged and missing items, and will continue to pursue this through legal avenues as necessary.

After sending this letter to their claims adjuster and spending another $40 to file, send photos, and pay a public notary, I agreed to a settlement of $198 @ $.60 per lb for damaged or lost items x 330 lbs. This for over $1000 worth of damage. Once my documentation was received, I was called by the Claims management and told that I would have to settle via other means. I called GoldStar and demanded to speak to Danny (I was first told that he was not in). When I threatened the involvement of an attorney I was connected immediately. danny assured me that he would send the check out that day. It is 10 days later and no checkhas been send, thus I am pursuing other regulatory and legal recourse. Do not let these people touch your things!

Goldstar Van Lines picked-up my household belongings (clothes, bed, linens, kitchenware, etc) on July 22 in Garden Grove, CA to be delivered to Cambridge,MA. As per the contract, estimated delivery date was to be between Aug 12 and Aug 22. It is already Aug 26th and my items have not been delivered. I called them several times and talked to the supervisor, Michelle. As of last week, Aug 18th, my belongings had not left their point of origin, San Jose, CA. Goldstar Van Lines has never called me to warn me of any delays in shipment. On 10 Aug, I called and was told my items would be delivered on the weekend of Aug 19th. On Aug 18th, I called to ask for an estimated delivery time and was told that the shipment had not left their point of origin. On 25 Aug, I called again and was informed that my belongings would be delivered "around" the first week of September, and there's nothing they can do to make it faster.Because of this delay, I have to buy some of my crucial needs like clothes, kitchenwares, bedding, etc.. Do not ever trust them with your belongings! Check Better Business Bureau- Silicon Valley for more complaints about them.