Customer ReviewsforVanLines Inc.

I put a deposit down on a move from ********** to ******* and in the 3 months leading up to my move they raised the price 3 times. Keep in mind that this company does not own moving trucks, theyre middle people taking your money! They contracted my move with Indeed moving *** and they were terrible! They also required over $3000 more claiming I had a lot more things which wasnt true. During the move across the country they stopped to pick up another persons move and unloaded half of my furniture and boxes. When my stuff arrived furniture was broken and boxes were crushed! VanLines said that I had to deal with Indeed that was impossible to get a hold of. There email doesnt work and they dont answer their phone. I had to file a complaint with the ********************************* to finally get a response. Indeeds claim forms were a joke and had no return email address. Then they want 3 different quotes for repairs and wont respond when I have questions. Dont waste your time and money with these companies!

When the customer booked his move with us on March 12, 2024,his inventory was 800 cubic feet. On May 15, our **************************** called the customer to do a final count of his inventory. The inventory was revised to reflect 1804 cubic feet (51 items, 204 pieces). At pickup, the carrier loaded an additional 475 cubic feet (244 items in total).
At delivery, the customer had missing items and damaged items. The carrier asked the customer to get 3 estimates for the necessary repairs. On August 6, the carrier sent the claim form to the customer.
On August 12th, the customer filed a complaint with the **** This was our response to them:
Indeed Storage and Moving LLCDOT: *******, MC: *******is the carrier for this move. VanLines Inc. has been doing everything we can to facilitate a response from the carrier. As of August 6, 2024, the carrier sent claim information to ************************. As of August 12th, the carrier has not received the completed paperwork, so they cannot process the claim.
If there are any other concerns regarding this complaint, please let me know what they are so I can address them.
Thank you for your time.
As of today,the carrier has not received any response from the customer regarding the quotes or any claim forms. We have been doing everything we can to assist in this process.

Over the years, I have moved four times. Hopefully, this will be my last big move. *** lived in a small town outside ************* for several years. My daughter moved to ******* after she married. I decided to follow her to ******* to help with their babya huge decision for me. Luckily, I found a great job in ******* and started my search for movers. I decided to have my furniture put into storage in ******* until I located a new home near my daughter.I was so fortunate to have my Florida realtor recommend VanLines, **** They were so accommodating. They took their time reviewing the plans for the move and took extra care in itemizing my things. Every time I had a question, my reservation specialist was so quick to respond. Moving is such a huge deal, but he managed to calm me down and left me feeling more confident about it all.A bonus was the free 30 days of storage, which gave me a little breathing room to find my new place. Im so happy to say the move went so well. VanLines came to my home, packed all my things, and loaded them into the truck. They were so efficient and careful. I hadnt seen my furniture for nearly two months since it took extra time to locate a new home, but everything was perfect when it arrived at my new place. They reassembled everything they had disassembled in **. They placed the pieces of furniture where I told them to, and they stacked boxes in the correct rooms so I could sort it all out later. I cant say enough great things about VanLines. They are spectacular.

Thank you for your wonderful review. The staff will love to read it. Your new place is in such a great location. I'm sure you will enjoy it for years to come. 

Moved me and my family and it went perfectly! Talked to ***** and ****. Super eager to help and made sure we were taken care of from first phone call to drop off. Definitely recommend!

Thanks for your wonderful review. I'll pass this along to ***** and **** - they love to hear they are doing a good job for their customers. Take care and enjoy your new surroundings.

Our move from ** to ** with Vanlines (VL) has proven catastrophic, as their dismissive and irresponsible corporate behavior and weak carrier due diligence defies their marketing hype (i.e., owner personally knows and carefully vets all carriers).We were defrauded by their chosen carrier who illegally stored our property under their personal names and failed to pay storage fees, resulting in all of our property being auctioned off without our knowledge or that of VL! We were forced to make an emergency trip to ** on our dollar to recover and repurchase our stolen property from the auction winner and have incurred substantial expenses from hiring a different, competent mover. In six months, we have received virtually no corporate response from VL to our substantial claim, despite numerous attemptsno reimbursement for our losses nor even as much as an apology. Our expectation was that VL would oversee and take responsibility for our move as they alone selected our fraudulent carrier and failed to adequately monitor them. We, and other VL clients, are at the mercy of the quality/ethics of their carrier selections. When their subcontractor went belly-up, we naively thought that VL would rectify their wrongs by reimbursing us for our losses, and then subsequently pursue the bankrupt subcontractor and/or their own corporate insurance carrier. To the contrary, ** has paid us nothing for this failed move of their making and has been largely unresponsive to our emails. To add further insult, they have kept our payment for a move they and their carrier never completed! Words cannot express this nightmare experience and our outrage at their lack of accountability and concern for our emotional and financial losses that resulted from their inadequate due diligence. Thus far, despite our considerable efforts, all we have received is a corporate shrug. Hire Van Lines, and their carriers, at your own risk.

Our office has been diligently working with you to find a resolution. It's important to note that the carrier, *** Quick Relocation, is the party responsible for your entire move. While VanLines Inc. cannot take legal action against the carrier, you have the right to do so. Up until the day of your move, *** Quick Relocation had a solid track record of reliability.
We have made every effort to guide you in the right direction. We referred you to Moving Claims, which reported sending you an email 45 times requesting you to submit your claim/complaint online.Unfortunately, as of February 29, 2024, they have not received any response from you.
We have provided you with all the necessary personal information to contact the owner of *** Quick Relocation directly. They are responsible for your move. We have faith in your ability to communicate your concerns effectively and work towards a resolution with them.
We are fully committed to assisting you and adhering to the regulations set by the ********** of *************** These regulations clearly state that the carrier is ultimately responsible for your move.
Below is the contract between the carrier and the broker. I have highlighted the Liability section.

Interstate Broker-Carrier Hauling Agreement_.001
Agreement by interstate CARRIER to adopt Brokers estimate as CARRIERs own. Pursuant to 49 CFR ******* and 49 CFR 371.115
13)  Liability:
CARRIER shall defend, indemnify, and hold harmless BROKER from any and all actions, claims, demands, suits, losses, damages, delays,liabilities, penalties, fines, costs, or expenses (including all reasonable attorneys fees and costs, including those incurred on appeal) arising out of or in any way related to CARRIERs performance under this Agreement and to any packing, move, unpacking, storage or other services or instrumentalities performed by the CARRIER for any customer. If a customer initiates chargeback on their payment to BROKER due to CARRIERS poor service correlated inadequacies, CARRIER will hold BROKER harmless and refund BROKER the amount of the chargeback.  

The mover's did an amazing job! Relocating was super easy. Thanks to ****** at VanLines, ***** for your hard work and dedication to making this experience stress free!

Thank  you, ********************. You totally made our day with your review. We hope you are settling into your new home and making new friends. What a great neighborhood. Take care and remember, we're here for you if you need our services again.

Thank you Van lines you guys are the best movers! I never had such a great experience in my life.

It was our pleasure to move you. You were so organized and you listed every piece of furniture and every box. Great detail work on your part! It's customer's like you that make us shine.

Van Lines Inc. moved me from Temple Hills MD to Greenville, N.C. a couple weeks ago. The office staff was on point and answered all of my questions. The movers did a great job and took great care of my items. In the end I had more items, but that was my fault as I added items at the last minute. I have already told friends and family about this company and they will for sure use them for their next moves. I give these guys 5+ stars.

Thank you for letting everyone know what a great experience you had with us. Thanks for understanding that if you add more items to your move, the price will increase. You're the best! Stay safe and enjoy your new place.

Still waiting for delivery even tho the date was scheduled 24 days in advance. I experienced about a %60 upcharge over the estimated cost. And still had to leave thousands of dollars with of furniture and good behind because they brought too small of a truck.

I have reviewed all the recorded phone calls and notes for your move. From what I can see, you originally scheduled your pickup for 3/28-29/2024. At that time, you had 1322 cubic feet of inventory to move. On 3/20/24, you spoke to our ***************************** changed your pickup date to 4/2-3/2024, and added 146 cubic feet of inventory.
The paperwork shows that on the day of pickup, they picked up an additional 532 cubic feet for a grand total of 2000 cubic feet. In addition to being charged the base rate per cubic foot, other costs are involved, such as fuel charges and logistics and handling. That is why your cost to move jumped.
Nowhere in your paperwork does it guarantee a delivery date of March 27. When you were asked what your first available delivery date was, you told the carrier it was March 27. At that time, the carrier knew he could not deliver before that date because you would not be available. The carrier tried to get you delivered as close to the date as possible. We can never guarantee a delivery date. We do not prepare the carriers schedule; however, it was within the ********** of ************** guidelines. Your move was 1239 miles delivery can happen within 2 18 business days from the first available delivery date provided by you. The carrier is still within those time constraints.
According to the customer service notes, you should be delivered this week. The carrier and our office communicated this to you.
I have all the paperwork from us and from the carrier available if anyone needs to review it.
Please keep in contact with our office regarding your delivery. 

Thank you and your team so much for the great service on my move! The staff were amazing, super friendly and very professional! I will definitely be using you again for my future moves and would recommend you to all my friends and family!

Thank you for sharing your experience with everyone. We appreciate you taking the time to acknowledge VanLines Inc. as a friendly and professional moving company. We look forward to serving you again.

This company took me from hopeful and happy to angry and disappointed. This has been the worst experience in my whole process of moving to another state. They even admitted to mistakes they made, yet there is no compensation for that. Not one person who works here has any proper comprehension skills. They completely ignore every item you list in your home. This has happened three times and *** had to pay extra cost of things left out from my list.

We have reviewed all the recorded calls between you and our office. We also received all the paperwork the carrier filed, listing all the items to be moved. In review, we sent the first carrier out to you, and he saw that you had additional cubic feet than was listed on the Binding Moving Estimate. You called our office to complain about all this, and in turn, we sent another carrier out to pick up your inventory. Again, the new carrier noticed you had approximately 50 cubic feet more.  You did have three chances to update your inventory before a carrier arrived. You were emailed your complete inventory for your review on the day you signed the moving contract. You did not make any changes. When our **************************** called to review your inventory one last time before the carrier arrived, they reviewed every item you had listed. At that time, you added 20 additional cubic feet.The additional 20 cubic feet did not include the ottoman. When the carrier arrived, you knew you had extra pieces - 1 ottoman, two pictures, and one extra plant. This is what added the 50 cubic feet. ******************, if you had been honest about the size of your inventory from the start, all of this could have been avoided. So many people think they can add a few items here and there when the carrier arrives, and they won't be charged for them. The carrier must charge for every cubic foot the inventory takes up on the truck. You signed the pickup paperwork acknowledging the additional cubic feet.