We have moved across country 3 times and this was the WORST experience we have ever had. I started getting quotes for across Canada moves back in April 2015 for an anticipated move date between May 15th-31st. My husband's company was relocating us from Toronto to Calgary. We received about 20 quotes from various movers. Since the company was paying for our move, cost was not the most important aspect to book a mover. The date was the most important as we received our house on June 15th and wanted to move in once we got it. After speaking with a few companies, I got a great connection with Michelle from Landmark VanLines. She was helpful, answered all my questions a and called me back with any questions she needed to find the answer for. She said to secure the June 5th truck leaving Toronto I needed to put a deposit down for $100. I did some review searches and they came back positive so I put the deposit down in April 30,2015. We booked a full pack and move and the men who arrived on May 29th were great. Very professional and careful with our belongings. They were in time and even competed early. I was thrilled. I made the full payment of $3333.43 on June 4th so the truck could leave on the 5th. I got an email in June 5th stating the the truck was full and our stuff would be leaving Toronto on the 10th of June. I was disappointed and called the movers right away. I was told "not to worry," the truck will leave a few days late but it will still arrive on the 12-15th as planned. I called again on the 12th and was told my stuff will arrive the end of the week (19th) and when I asked for clarification, he said Saturday or Sunday (20th-21st) We extend our hotel stay ($1000 later) and got ready to move into our house on the 21st. I asked someone to call me back and got no call. I emailed and recorded nothing. I sent an email through the BBB and got nothing. I finally called again and am told the end of the month! This is the 4th date change. I ask to speak to a manager and I speak with a guy name Jeff. He explains that since this was a consolidation move they couldn't guarantee a date. He said June 27th -30th. He suggested I buy an air mattress to sleep on. The kids can sleep in the floor. When the dates came and went, my husband called on the 30th and was told Friday July 2nd. They did not know where "on the route" the truck was and could hope for it to be delivered soon. I finally reached out to another moving company to see if they can pick up our stuff and he was blown away by this story. He has been in the moving industry for 20 years and cannot believe that it has been over 5 weeks from pick up in Toronto. He said 14 days at the most to get it hear. He asked me for more details so he could find out where our stuff was. When our stuff FINALLY arrived, it came in a shipping container and not a moving truck at all. This "van line" service was nothing but trouble and I would not recommend them to anyone. Do you research, check with the BBB (D- by the way) and spend your money somewhere else.
- Approximate cost of services:
- $3,400.00
- What could this company do to improve their services?
- I understand that issues arrive and that no everything goes as planned. But they never called or explained anything. I got different answers from every person I talked to (If i talked to anyone) Returning emails and phone calls is called Customer Service.
- Any advice to offer fellow homeowners facing a similar project?
- Avoid them!!!