Assurance Van Lines

Assurance Van Lines is a Broker - DO NOT USE. The initial phone call with sales sounded promising - they will promise you a timely delivery in 5-8 days; however, once they pick up - they have up to 21 business days. Read the fine print! Don't expect to reach a live person if you have a problem - the employees are super incompetent. The move cost around $200+ more than the quote. Items were missing/damaged. The insurance company for claims is a joke as well. I'm not sure who is giving them good reviews - but I wouldn't recommend this company to move anything. Items picked up Aug 6th and delivered September 1st. BUYER BEWARE.

Service cost: $1700

I was continually hassled by this company to use them for my move from phx to san antonio. Sales rep started quote at 1800 and when I declined they finally came down to 1200. When the movers came to pick up my stuff they said I would have to pay 1400 and I was misquoted. What was I to do at this point if I didn't pay they weren't taking my things. I was assured my belongings would arrive on Oct 24. I have called them every single day asking for my things and they said there is nothing they can do because they are inside the contract. Why promise a delivery date that you have no guarantee you can deliver on. Apparently they have up to 21 days to deliver. The customer service rep actually told me to "be patient". They take your money and then give you the run around. no empathy whatsoever and a "deal with it" attitude.

Service cost: $1400

This is the most unprofessional moving company ever!! They are brokers, they are not a real moving company. They quoted my small apartment for 1,800$ total. When the movers got there they were from a totally different company and the movers charged us an extra 361$ for 3 bins because they weren't boxes. When they delivered my things they charged us an additional 250$ because they said they couldn't fit an 18 wheeler truck in our new apartment complex; which they could have ! I had a money order that I gave the movers and they said they wouldn't take it, only cash. So I had to go cash the money order myself before they unloaded my things. So basically you don't even go through "Assurance Van Lines". They take your money and put you into the hands of convicts who just got released from prison who are just trying to scam and make more money.

Service cost: $2411

My move #m449-885-9

I scheduled a move from Los Angeles to Seattle which was estimated for $2200 on average amongst all moving brokers. I chose Assurance because they gave the date and time I was looking for pickup which was just 3 days ahead.

Movers showed up, wrapped my furniture and moved all the boxes in about 2 hours and about the same when delivered to my new place. After all it was said and done my move went up to $2500 for the extra items I didn't account for. The movers were very nice in working with me on the price. Everything was done as expected.

Service cost: $2500

We made a reservation back in May for an August move. I was assured a five day window. I got scared when Mark called 3 days before and charged us more money. The items were picked up August 6th and delivered on September 1st. No reason and every time I called I got a sweet girl in customer service who could only say "soon" and "sorry". No supervisor or owner to talk with. John Edwards must be a huge coward.. no voicemail or email. DO NOT RECOMMEND. Bunch of idiots.

Service cost: $1500

We thought we would try these guys because they offered the best price, we knew up front they were brokers. What a mistake! They give you a good price than a couple days before your move they call for an update on items you might of missed, this is where they get you. They nickel and dime you to the point where our price went up 2k. Now it's not a good deal anymore, but we were stuck,because we were moving in 3 days. Then for an added bonus the movers who came charged more money to get our stuff delivered in a couple days instead of a couple weeks. So bottom line we were quoted 3600 and then it jumped to 6000 when it was said and done. These jokers tell you 2 -8 days which is a lie, you are at the mercy of the movers. So if you use these guys you'll be sorry, you have been warned !! By the way this move cost us almost the same amount with only half the stuff we moved to Texas with. Scam.

Service cost: $6000

DO NOT USE!!
I booked our moved in July when we found out we were moving from Atlanta to Boston. I submitted a moving quote request and after receiving several calls I finally answer and was on the line with John W (Sales) to offer me the best quote on a move. This part is actually true. The quote was much better than others I had received however I was still skeptical because I wanted to be sure that all of my belongings would arrive, in tact, within a reasonable timeframe. John assured me that if I booked my move in July we would guarantee that my belongings would arrive within 3-5 business days. Regretfully, I accepted the deal.

We were never informed that this company actually brokers the move to another small moving company. We found this out the day that the movers called while they were on the way to pick up. When they arrived we reviewed the initial estimate. After only an hour of "prepping", which by the way everything was already boxed and ready, we were told that we were going to exceed the space from our original estimate. The adjusted price increased $1500, but we agreed. Granted, we had no choice because we had to move that day. 3 hours later, the movers approached me and said that we needed to add more space, costing another $700. Our original estimate was for $2,400. With the new estimate we are now over $5k.

But here is where it gets worse. After the truck was fully loaded (7 total hours) we were asked when our first available date for delivery. They then explained that they have 7-10 days to deliver our items from our first available date. When we called the moving company (EZ Movers) and Assurance we cannot get an answer as to when our belongings will be delivered. In fact, the response I get is that this is their normal procedure and there is no managers in the office to speak with me.

It has now been 9 days since we left Atlanta and the best answer I've received so far is that our move should be scheduled sometime next week. The customer service manager actually had the nerve to tell me that it could be up to 21 business days so I should be happy that it will be next week.

I REPEAT.. DO NOT USE THIS COMPANY. You would be much better off to go with 2 men and a truck or just rent your own truck and hire labor ready to assist with the move.

Service cost: $5000

We went with assurance after speaking to them several times and the company assuring us that their truck was almost loaded and that they had room to accommodate what we had. They reassured us that our contents would be picked up either Wed, or Thur and that it would be delivered to Ohio in one to two days at the most since their truck was already loaded. The only reason it would not be there in 1-2 days would be if mechanical breakdown or weather was beyond their control. Specifically promised us it would be not problem. They also quoted us a price for our furniture and stated everything was included. They arrived late. They told us our coaches and chairs had to be shrunk wrapped and would cost us more and we did not have a choice in the matter. When the driver arrived he reassured us they drove 7 days a week and it did not matter that Monday was a holiday (Labor Day) Our furniture took over 10 days to arrive. When I called and asked where it was I was told they put it on another truck and were waiting for other people to use the same truck. Would not let me talk to manager, dispatcher or salesperson. They were extremely rude and told me I should of read the fine print. Everyone they promised they did not deliver. All I can say is STAY AWAY. When they did arrive the didn't even bother to set the bed up!!

Service cost: $1400

When I made my reservation, the customer service told me that (1) they would pick my furniture on Thursday, (2) they would deliver my furniture on Friday, (3) the drive would assemble furniture, and (4) moving to second floor would be free. As a result, they picked my furniture on Friday (one day later without any reason), and didn't deliver it until Saturday next week (so 8 days later than promised). When the driver came, he claimed that he had nothing to do with the company, and didn't help assemble furniture. Moreover, the driver asked for $30 per stair and finally took extra $100 after negotiation. One more thing, I lost a book shelf. Never ever use this company!

Service cost: $1600

I have had the worst time dealing with someone calling themselves John Edwards and Mark. I have an old, old 19 inch that no mover ever has asked to be boxed because no box will fit it. Plus it sits firmly because it is bulky and heavy. In my attempt to explain this I was talked to like I was a child told I could not read because the contract stated to have it wrapped and boxed. My reading has never been an issue in my 3 post high school degrees. I was told that I was a liar when I explained that I have done three long distance moves with this very television and all movers have only asked for it to be wrapped. I was talked over and when I asked that we move on I was told "no". He stated that he was going to say whatever he wanted to say and I would like because he is "a man". When I insisted on being respected John told me, "I don't have to because the customer is not always right." I was called mean and rude. When I informed him that I would contact the BBB, John laughed and stated that they just send an email to him so it did not matter. I made that complaint anyway and discovered that the BBB has not certified this business in anyway. They are not even registered with the BBB. John also told me that I may not want to complain before the move because my belongings may not arrive safely. I have also contacted the Federal agency that governs movers and the NY Attorney General who are awaiting my complaint should my price be increased or any of my belongings are damaged. This is not a moving company but a dispatch service for other movers. As an educator, I do not have the time to address these types of issues and rarely file complaints, but when it is necessary I do. I would not want anyone to be in fear of intentional damage of their belongings by the unscrupulous because they do what all consumers should do in challenging inequitable practices. This could have been settled by the mover simply asking for a picture of the object. I am forced to use this company because they will not return my deposit.

Service cost: $2500

I signed an agreement with Assurance Van Lines and told them I needed them to be at my home on November 11, 2016. The document stated they would be at my home on the 11th or 12th. My two daughters and I drove from Indiana to West Virginia where they were to pick my furniture up. They did not show up on the 11th as I had asked them to then on the 12th I did not hear from them until late in the afternoon to say they would not be at my home until th next morning; they broke our agreement. They stated they could not drive on West Virginia roads in a semi truck but I told them semis drove past my home daily. They told me they could not back into my driveway without even seeing my driveway. They never showed up BUT they had Busget Movers and Storage come on Sunday morning, the 13th and the driver stated to me and my daughters they had not known they were picking up my things until the day before when he got a phone call when he was in Florida unloading his truck saying he was to be in West Virginia the next morning, pick up a smaller truck then come load my furniture. I was lied to, they broke their agreement, my daughters had to go to work early Monday morning with very little sleep since we did not g back home until close to midnight and they had to be up by 5am the following morning to be at work by 6am. I was told I would have up to 30 days free storage but about 10 days later I had a phone call from the driver saying my furniture was in Kentucky and be delivered th following day. I told them that was impossible as they were to store it for up to 30 days free and I had not prepared for storage yet. I was charge $500 more than originally quoted for less pounds of furniture than originally agree upon. I feel I was jerked around and not kept informs as to where my furniture was located. I have written a letter to th Better Business Bureau explaining all the dishonesty involved with my move. I would NEVER give this company a good rating as I was totally upset with what they did. I feel Assurance Van Lines lied to me just to get my business then had a different company actually come to my home. I have received large items delivered to my home there where semi trucks backed into my driveway to unload them. They should not be recommended by the a Better Business Bureau. I am a very unhappy customer of this company. Virginia Bilyard.

Service cost: $3360

I was scammed by a us army soldier to sell my home and get married and move to new york from Colorado. They guy I meet didn't show day before wedding and also took 1,500 bucks from me by western union. So I called assurance van lines and explained what I have been thru and I'm living in my car with 2dogs and cat with fish in buckets. The moving company was going to give me 200 of the 850 deposit I gave them but because I called to see where the email they were going to send me was they said they went going to give me a refund of 200 because I said I was dealing with us army in washington and they were talking to the fvi. The moving company said I was threatening them when I was not doing any of that just explining what I was dealing with. Bo they just hangup on me and won't talk to me they say have fbi call them but there still not going to give me my money back. I told them I lost all my things because I didn't have money to store my stuff and no where to live. I'm staying in my car with all my animals. This is not right and everyone stay away from assurance van lines there rude and don't even listen to you when ur explaining to them what went on . I only have 50bucks and need my money to get hotel room or find cheap place to live .

Service cost: $850

I hired Assurance Van lines to move got a binding quote of $2,975. When date of move a different moving company showed up, called Assurance to find out what is going on they told me it is ok they use different moving contractors. Well this new company charge me almost double than what was quoted by Assurance. I had no choice but to go with the move as I had to be out of the house the next day because of sale. When I complained to Assurance and got into an argument with the owner John, I got nowhere, what a rude person. I filed a complaint with the BBB, what a joke they are. Moral of story go cheap and get scammed, I should have read the reviews on Assurance Van lines, if I did this would not have happened, BUYER BEWARE.

Service cost: $5686

Not even sure I can give this company one star.
Used this company to move some furniture from one state to another.
Specifically asked if they were a broker - absolutely not was the reply - absolutely untrue as they are a broker.

Said they would phone the day before pick up-they didn't. After I called on the morning (Friday) of the move said they would be at my place by 9. After several phone calls they finally turned up at 3 that afternoon in a hired Budget box van. Signed paperwork which said it would be delivered on the following Monday.
Stayed in all Monday only to be told late in the day that the paperwork states they had a 21 day window to deliver my furniture!! Yes it is in the small print, but since the delivery date was on all the paperwork didn't even think it wouldn't be delivered. Seething!!
Called the following Monday to say the furniture was going to be delivered. Didn't turn up, then said they were in an 18wheeler which couldn't deliver to my address!! And I would have to pay an extra $350 (cash!) to deliver it. Could not believe all this as it was not cheap to begin with. I had no option but to pay the extra. If they can pick it up in a box van they can deliver it in a box van at no extra charge. Again it was in the small print and I could have told them at the time if they had asked that an 18 wheeeler would not have been able to get in to the destination.
Rubbish communication, rubbish company, DO NOT use this company, after they get your money they don't want to know.

Service cost: $1500

Were very attentive when seeking business and getting us to sign, numerous prompt calls and attention to detail and promises of aftercare and we were lead to believe that we would have our stuff timely delivered. Collected up front portion from me via credit card and then things changed..
Made me pay/commit for this curious 'binding estimate' which unsurprisingly when they came to pick up (thankfully on time), was not sufficient and we ended up having to pay further cash to the pick up guys, who were nice fellas.
All along, we were asked to provide a first delivery date and were banking on that. In the end this has shown to be academic and pointless
Now it is 2 weeks on from that first delivery date and we sit in our new place without anything .. I try to call VAN Lines or mail them and they don't seem to respond and yes the original guy who was so caring and promised things and who said he had lots of experience and would make it smooth for us, naturally is unobtainable and never answers emails now and we can never get on phone. His name is Jay C. The other customer service people are just plain rude and generally unhelpful now and when we ask status give us various stories .. bottom line being that our things are sitting still in original pick up/drop off for last 3 weeks and no sign of any trucks yet to pick them up. Obviously, middle men are in use and they are playing the optimisation game with trucks and routes for this cross country move and ours will be just one of various drop offs. We have since managed to contact the actual dispatching/middle man who are supposed to deliver. They tell us various things but to date never get back with anything concrete and it is really unfair that they still have not got trucks lined up, although they do keep suggesting they will call us when trucks are on way and will be loaded .. same story I hear for last few days but still no action .. when we chase with calls back, hard to get through or ineffective answers; seem to be one man bands .. this industry really needs tidying up and more regulation
This is a nightmare and we don't know when the end point is, let alone if we will ever get our things
We point the finger squarely at VAN Lines .. who should never be trusted or recommended and we intend to take further action as far as possible against them.

Move size: 3 Bedroom Home Service cost: $5600

My move (4-bedroom house) was picked up on June 28th from Nashville. Today is August 4th (5 weeks later) and I haven't recieved anything yet!!

They verbally guaranteed 2-3 days delivery on the same truck with the same truck driver saying you will be able to contact the driver on the way to know where he is on the route. The contract said up to 10 days guaranteed. And also promised there was no reason for it to off of a truck

They subcontracted another truck to do their move.. they still guaranteed the same thing when they come, they forgot the large back portion of my babies crib in one of the bedrooms (least of my concerns at this point). Turns out they stored it in a warehouse and supposedly it is still there? When I call, they attempt to call their sister company, but no response, to keep saying it will be next week, it will be next week.

Last week a truck came. They pulled some stuff out and said Sorry your stuff is not here, mistake in delivery.. saying their company and manager is horrible.

Consider yourself warned. The people that work here should be ashamed of their false guarantees and extremely unprofessional service. I hope my stuff is still existing in one piece somewhere.

Pics posted are of my contract (saying up to 10 days); second picture is a picture of the truck coming 4 weeks after the pickup date and saying "sorry, you're stuff is not on here,"

Over a month, and still no delivery! Richard Davis was my sales rep, and John Edwards is the dispatch manager. They shifted the job to United Vanlines, and now, no idea where my stuff is.

Move size: 4+ Bedroom Home Service cost: $1700

First, this moving company did a great job wrapping my furniture. I will give them that; however, that did not prevent them doing damage to my stuff, and the lack of communication from this company after they got my deposit was crazy. A very unprofessional and stressful company to use. See below for details:
My move was from GA to PA, and the pick-up was supposed to be either Tuesday the 8th or Wednesday the 9th of August. Assurance said they would call Monday the 7th of August to confirm either the 8th or 9th. I did not receive a phone call. I called at 3:30 pm on the 7th, and was told they did not know yet, but they would call me within the next 30 minutes to let me know. I never received that phone call.
The morning of the 8th, assuming that since Assurance promises to call the day before, that the movers were not coming that day, I went to work; however, I called at 9:30 to be sure and was told that the movers were indeed coming that day between 3-5 pm. So I left work early to wait for the movers. They arrived at 6:30 pm and began loading my stuff. At 9 pm, they were still not done and told me they would have to come back tomorrow to finish as it was too dark to load the truck. We agreed they would come back at 8:30 am. They did not show up until 9:30 am and were not finished by noon. Most of my stuff was already wrapped, so I'm unclear why it took over 6 hours to load a two bedroom apartment. Additionally, I had to take another half day off work that day because they arrived too late to finish the job on Tuesday.
Fast forward to today's deliver: I was hoping the delivery experience would go more smoothly; however, it seems unlikely so far. Yesterday, the 22nd of August, I received two phone calls, one from dispatch at 10 am, and one from headquarters at 3:30 pm, both assuring me the movers with my stuff had left that morning and would definitely be there between 4 pm and 6 pm. Because the first call came at 10 am, I left work early yet again to wait for the movers. I finally called the trucker myself at 6 pm, only to be told they could not make it, and would be here today at noon. So now I am missing a fourth day of work. They did not show up at noon. I called at 2 pm and they told me they would be here at 6 pm. They did not show up until 7 pm. They assured me it would take 1-1.5 hours to unload and unwrap my stuff. They did not finish until 10 pm.
Yesterday morning, the 23rd, I called attempting to speak with a manager about my complaints. I was told no managers were available AND that there was no mechanism to address complaints. They gave me an email address. I emailed them 1.5 business days ago, nothing so far. Today I discovered they are a contract company. They contracted another company, United Van Lines, to move my stuff. Pretty sure both are going to disavow any responsibility for this mess.
Additional complaints: Damage! They sliced a hole in my leather couch, and broke a side panel off my office desk. The desk will have to be replaced, as I can no longer put the drawers in because the side is at an angle.

Move size: 2 Bedroom Home Service cost: $2800

The staff acted as if I was the one who had done something wrong! I had an issue with the driver trying to hold my goods for ransom! When calling the service provider he was not available. Never returned my calls. When I called about an issue with the driver the people wanted me to do the leg work and totally took the drivers side. And I still haven't had a call back concerning missing and damaged items.
As a disabled veteran I would "NEVER" recommend any service member or veteran deal with this company and I will be posting this info on my military account. And I have filed a complaint with my Veteran Service Organizations to make others aware that this company does not treat service members fairly nor with respect. They took my money and "promised" good service but in the end they were just out for the money. Sad..

Service cost: $3200

SO beware, We were going to rent a penske truck but I cancelled it because I was quoted a price that made more sense for us to hired Assurance Van Lines. I spend several hours firming up the inventory list. My husband and I spend all day taping and preparing for the movers. I sent pictures of what we had and was very clear. What I found out was that this company hires another company. Our things were going to be loaded onto a truck, then removed from that truck and loaded onto another truck (just for starters). But before I found this out, another person from assurance check called me and we went through the inventory again (another 45 min or so. This time the price was going to go up $160 dollars from the first quote which I had already paid the deposit of $500 for. I complained about the over charge and was contacted by the first rep I had talked to. So, here is the real kicker, when the mover arrived he was going to charge up to $900.00 over the contracted quote. He was very descriptive in his reasoning. Our things need to fit in a certain space size and the weight had nothing to do with it. Apparently it is normal procedure for the sales reps to base on weight while the movers have to base on space. Not a very good way to do business when one side of a business does not work the same way as the other side. Its clearly all about getting the business. I cancelled the service. We are back to getting a penske truck to do it ourselves. Save yourself a huge headache look for long distance movers locally. At least they can give you an honest estimate better yet come see what you are moving. The out of state moving business is not honest or reliable. They can not guarantee price, or arrival date. They would be better off saying that they cannot guarantee the cost, nor the time frame for arrival. We are very dissatisfied and will never trust a moving broker again.

Service cost: $3000

I informed John Williams, at the time of the reservation that I didn't want to run in to the driver taking advantage of my urgency to have the item's out the day I was closing on my house. Yet that is what happened. The cost went up an additional $1200 from the original qoute, which is robbery. I am definitely log a formal complaint with the Better Business Bureau. I told "John Williams" the sizes of my bed set and emphasize how large it was, but you made like, don't worry about it, things will be ok. Not only did he talk me into go with his company by stating that what we charge that is what you will pay. You also were claiming that his company was very reputable and that the company would stand behind its quote. Well none of this happened! The day of the move I had to catch a flight out and the driver came looked at my bed set and said this is going to be and extreme increase in the price. The driver stated it is not the inventory that is wrong but since the set is big there will be an additional $800 handling charge. Now there were an extra 3 large boxes and I didn't take the Flat screen TV, but nothing to explain the drastic increase in the price. I called customer service and the woman that I spoke with not only was very rude, but not knowledgeable and all she wanted to do is say I was wrong about any or everything that came out of my mouth, and rush me off the phone. After several calls I manage to get to "John Williams" my sales rep, but low and behold he had no recollection of anything, which was not surprising out of the character of a company that will say anything just to get someone to book and then run away when the driver showed up, then become cold and uncaring. This explains why the Assurance Van Line Services charge such a high nonrefundable deposit "(close to $1000)" so now that the company has the funds it now becomes unconcerned, now they have the money on their end, and they don't care what happen once the driver arrives because they already got the funds and gone. Nice move! What surprised me the most is I had John Williams on the phone and then he quickly denied telling me anything about the free carpet and so on, but after I persisted then he conceded about the carpets. Then he preceded to tell me to just give the driver some extra money under the table then maybe he would take my furniture for the original quote. Which I believe is unethical, plus bad business practice. Yet "John Williams " told me to hold on a minuet but he never came back on the phone, and then he would not take my calls any longer. I wonder why? Then once off the phone the driver told me he is not taking the rugs for free and would just leave my stuff there if I didn't pay the extra money. Now what am I to do the house is sold and I have to get my stuff out, so I'm trapped. Very nice maneuvering on Assurance Van Line Services and its partners, give the customer no way out, then they can exploit them any way they want. That has to be an office Memo that gets passed around the day of hire. Lets take the name "Assurance" which implies that we are reputable, yet we won't be, and how will the unexpected consumer know. We Got Them on the hook and what can they do but pay.

I feel that the company Assurance Van Line Services, has taken advantage of me, from the driver they sent out and John Williams the sales person, I was tricked and then the company extorted me. The company knew I was pressed for time, and not in a position to be able to do anything but pay whatever the driver stated, because where would I get another company on so short notice. I believe the company is unethical, misrepresenting, and should not be aloud to continue with this moving scams, which takes advantage of people who are just trying to have there things moved and want to be secure and rest assured that things are going to go as planed, of an already difficult transition.

Service cost: $2900

I'm pretty sure at this point that all the positive reviews are coming from the company itself because the service I just received was p$!# poor and utterly unacceptable.

I hired this company to move my belongings from NJ to MD on 3/18/16. I was told on 3/17 that movers would be there between 8-10am on the day of my move. It was almost 11am and I hadn't heard anything so I called and was told that the driver would be contacting me directly. He calls a little after 11am and tells me the truck got a flat tire and he would be there in 2 hours. I call back and speak to the customer service rep and explain why this is a problem and she just flippantly says "Well call back if they're not there in two hours." Two hours pass and then he tells me he's 30 minutes away. Thirty minutes later, he says he can't find my apartment complex despite me giving him the exact address; he didn't arrive until 2pm, a full FOUR HOURS LATE. This is a significant inconvenience as I was expecting them to arrive in the morning which would give me ample time to get to Maryland and sign the lease for my new apartment and pick up the keys. So I then proceed to tell them what to pack and so on, and I had to leave while they were in the middle of packing to get to Maryland before the leasing office closed (and they technically were closed when I got there but I called ahead and the property manager was gracious enough to stay until I arrived). The movers arrive about 2 hours after me and upon taking inventory of everything, I see that they forgot a few things despite me saying that they had to come, and to make matters worse they didn't pack anything appropriately. My framed college diploma wasn't wrapped and got broken, my suits were just stuffed into boxes, and my flat-screen TV and computer monitors weren't properly wrapped either. I have had a few experiences with movers and moving companies and this was hands down the WORST company I've worked with--very unprofessional and inconsiderate. Take all of these glowing reviews with a grain of salt the size of the Rock of Gibraltar.

Service cost: $1728

On 03/18/16, I cancelled my moving reservation with the company and requested my deposit back. The customer rep., Robert Davis, assumed it was because the company would not give me free, used moving boxes. I explained that was not the reason but that another local company gave me a better deal, at a better price and with better liability coverage. He stated that someone would call me from the refund department in order to process my refund. I was fine with that. No problems I thought.

On 03/19/16, I receive a call from the refund department (Jordon?) asking me why I was cancelling my reservation because of not getting free, used boxes. The man stated it was illegal. I stated that was not the reason why I was cancelling my reservation. He then asked me if I, "ever had crabs or lice." I told him I was not discussing that with him and that I all wanted was my refund. He stated that he ALREADY had processed my refund which meant the reason for his call was not at all related to processing my refund as Robert informed me the day before. I told him that why I cancelled my reservation was not his concern and that I got a better deal from a local company and to just process my refund. He stated that he processed my refund but continued to press about why I was cancelling my reservation. I told him that I worked in homeless services for several years (since 2009) and understand concerns about insects. I told him that there is risk of insects in any move and that his company was not either chemically or heat treating the moving van after every use so that alone puts my personal items at risk for getting insects. Also, when talking with Robert to originally schedule my reservation Robert stated that my items would be moved with a large van with another household's items going to a nearby location which further raises the risk of getting insects. I told him that I understood the issues with insects very well, that I was not arguing with him and I demanded he just process my refund. He stated that I didn't know more about moving than he did. I stopped him right there and told him I knew more about insects and that he was an insect and hung-up.

I then sent an email to the refund department and Robert telling them to not use scare tactics and to only contact me for purposes of processing my refund. I then received 3 different, taunting emails (2 from Robert and 1 from the person in the refund department). The experience I had was unacceptable in terms customer service. Once I cancelled my reservation that should have been it. I should have never been harassed multiple times for cancelling a service and requesting a refund that I had right to do. It was ridiculous getting multiple harassing calls and emails for no reason.

I filed a complaint with the NYC BBB and the company emailed back to the BBB an email I sent prior to this incident occurring. I was warned by two other local interstate moving companies not to trust moving companies that required a deposit, didn't want you to pay fully by credit card for consumer protection and never bothered setting up a walk through estimate. Assurance Van Lines was all of that which is another reason I cancelled my reservation and went with a local company that gave me great services and price. Bottom line- Don't use this company. Just so shady and terrible service.

Service cost: $3300

In December 2015 we contracted with Assurance Van Lines to move our personal belongings from Nevada to Oklahoma. They had no issues taking our money, it was gone immediately after we contracted. It was scheduled to be picked up, they never showed up, never called, no emails, etc. We had to contact them. We re-scheduled. The soonest date was the day we needed to be on the road. They were a no call, no show a second time. We again had to contact them. They could NOT GIVE US A NEW DATE FOR PICKUP. We had to leave our personal belongings in a storage unit and get to our new home. It is now late March 2016, and our personal belongings are still in Nevada. We had to ask a friend to bring them to us, when they were coming to visit. I WILL NEVER TRUST ASSURANCE VAN LINES. When we spoke with them, the acted like they really didn't care. The only explanation was that we were in a remote area (we lived 30 minutes from Reno, a metro area). They may have good service in some places, but Nevada is NOT ONE OF THEM.

Service cost: $1800

I had been searching for a moving company online and finally ran into Assurance Van Lines after speaking with a couple of other moving companies and decided to give them a try. First of all what convinced me and what I was impressed with was the excellent customer service. After hearing their quote which I thought was reasonable. I decided to give them a try. I had to move brand new and very expensive furniture from Brooklyn, NY to a brand new house we purchased in Pocono Pines, PA. We were told the movers were going to be here at 9:00 am and they arrived 15 minutes earlier. Which was great! They took their time and were very careful with the furniture. It took them about an hour to load it up. They left my house in Brooklyn, NY at around 10:30 am and arrived at my new home in Pocono Pines, PA at around 2:00 pm. They were true professionals. Nothing was damaged and would recommend them to anyone.

Service cost: $1100