Assurance Van Lines

DO NOT USE Assurance Van Lines. They acted as a moving broker for our move from Boulder, CO to upstate NY in Dec. 2016. We provided a very detailed list of all items to be moved from a small one-bedroom apartment, and when the mover got there, the price changed! We could not cancel because if you cancel with Assurance Van Lines in under 7 days, you lose your entire deposit. Also, they did not arrive as scheduled. Oh, and to add insult to injury, when I called Assurance in NYC and asked to speak to Brian James, our contact, I was REFUSED access to him. There's more but too much too write here. Just steer clear, and beware of all moving brokers. I'm told this is a "hazard" in working with these companies.

Move size: 1 Bedroom Home Service cost: $2400

We had a very good move with assurance. There were a number of things they were able to help us with including wrapping our tables and furniture at no extra charge. The quote we got was better than ones we got from other companies so we went with them and it turned out a lot better than we expected.

After seeing assurance was very reputable we decided to try them out, and I must say they really live up to their good name. The sales rep gave many suggestions that helped make this move even easier. We went with them packing our things for us and that was the best part of the service. The movers handled our things as if they were their own.

Our date was set and we spoke to customer service in between time with updates every few days, finally when they got to us it was right on time and the movers got right to it. We are overall very happy with having chosen assurance van lines for our move.

Move size: 3 Bedroom Home Service cost: $2600

My experience with Assurance was rather good. I did some research before calling them and I was glad to see they are very reputable. They lived up to their reputation with all the ways they were able to help.

I spoke to a rep a few times, asking all the necessary questions I had to make sure I was getting what I was being told I was getting. The services they provide are plentiful and are of big help.

I spoke to customer service the days before the movers got to me , and they were very nice and amicable. I slept alright knowing my things were being properly taken care of. Assurance is a very good company that made my move a stress free one.

After the move took place, I was contacted by customer service with questions of how the move went and if we had any other feedback. We are happy we took the time to look into Assurance and even more so that all went along without a hitch.

Move size: 3 Bedroom Home Service cost: $2800

I didn't have much time between calling Assurance and actually moving, and they were glad to accommodate my short notice move anyway. I thought I was going to be charged an arm and a leg, not the case, I was treated fairly.

The customer service folks were very professional and seemed like they actually wanted to help me. I asked a lot of questions, made sure of a lot of things, and everything I asked about turned out to be unnecessary stress. Assurance customer service called me every time I asked them to without my having to wait for days on end. I was given updates each time.

When the movers got to where I lived, I wasn't done packing and they were able to help pack, along with them wrapping my couches and tables for me at almost no charge. This was a very good pick in terms of moving company and I will tell my friends in case any of them are moving soon, this is a company to go with.

Move size: 2 Bedroom Home Service cost: $2100

I have moved about 10 times in my life and I have never dealt with a more obnoxious company. They have been so difficult. The worst part is that I had an issue with their subcontractor, not them but they proved to be just as bad. Difficult to deal with, nasty customer service, subcontractor did not honor the agreement, lost items, damaged items, late delivery, the list goes on.

Save yourself the headache and go with a different company. Plenty out there to choose from. Two men and a Truck is one example of a great outfit.

Move size: 2 Bedroom Home Service cost: $5000

First, I want to say that I generally only write a positive review, or no review, so this is a first for me. When I heard from Assurance, I had already made a deposit on another moving company. The rep from Assurance told me that while he could not top the binding estimate I had received from the other company, Assurance could offer me excellent customer service, and a binding estimate that would not change. In my opinion, they failed on both accounts.

I work in customer service, and the idea of choosing a company that valued customer service appealed to me. However, as my move approached, I never heard from the rep I worked with in the beginning, and instead I had to call the Customer Support line with any questions. I experienced hold times of 20, 25, and 30 minutes, and the person on the other end could seldom answer my question.

Furthermore, when I originally spoke to Assurance, I was told that my move would take 1-3, or maybe 7 days: in the end, it took 12. That would have been fine, had I known this up front and could plan accordingly. As it was, I was told everyday for a week that the movers could be coming tomorrow. One day, I was even told that there was a "99% chance" they would come tomorrow afternoon, so I cancelled my meetings--only to be told that they would likely not be coming until the day after.

To the second part of my frustration: when my movers arrived, I was told that Assurance had been off by $160 on my estimate. I had drawn up a money order in the exact amount I had been given, and suddenly had to scramble to come up with more cash. This is exactly what they told me would not happen.

The movers themselves were professional, and efficient, but reflecting on this experience, so many aspects feel absurdly archaic to me. Why did Assurance not give me a way to track my moving truck online so that I could plan accordingly without waiting by the phone, or on hold? Why did Assurance not allow me to pay online? Why were they unable to accurately estimate my moving cost or stick by their "binding" estimate?
In today's economy of customer-obsessed companies like Amazon, there has to be a better way to move. And, next time, I am going to find it.

Move size: Partial Move Service cost: $1544

We were treated great by these guys all the way around. The quote we agreed to was very fair, a lot better than the other companies we called. There were a couple of discounts we took advantage of that helped keep the price low. The rep was very friendly and helpful and took the time to inventory our things for an even better quote. We had a lot of questions about the process since this was our first big move, and the rep was there to help us with all questions and concerns.

When the day of the move came we were ready and so were the movers. They got to us right at the time we set up and began loading the truck with our things in a very professional manner. We were surprised at how quickly and neatly our stuff was in the truck and on its way.

We were followed up with by customer service a couple of times before the movers got to our next place. The day they got to us we were called to make sure and once they got there they unloaded the truck in very efficient fashion once again and we went over our inventory for us to confirm all was there and undamaged.

We really feel grateful to Assurance Van Lines for such a great move.

Move size: 3 Bedroom Home Service cost: $2400

This is without a doubt the worst moving company I've ever used! It started off well. They were quick with a bid and did a thorough inventory, plus were pleasant to deal with. My move was a little complicated because it was a vacation house and my wife and I needed to fly in from California to Colorado to meet them on a specific day (a Friday) and then we needed to go home back to our kids. They said they understood but needed a back-up day in case of emergency (the next day, Saturday, where I told them I would not be there but I could get my brother in a pinch, but please please only if there was a true emergency). Thursday came and we were ready but no confirmation phone call. Friday morning and still no call, so I called them and they said oh, we decided to come Saturday 2-5. Ugh, we won't be there but I'll find someone. So we fly home then Saturday morning comes and they call me, 2.5 hours before 2:00. My brother isn't around so my sister in law races to meet them. They pack up the stuff, or so they tell me, and then tell me it's bigger than they thought so I owe them an extra $200. I am not thrilled but understand, because the one sofa I had in the order is large and heavy. In terms of furniture this was a small order -- sofa, loveseat, two chairs and a rocker, plus some coffee/end tables. They leave and an hour later I am running through what they took and they didn't even take the sofa. Or the matching chair. Or a coffee table. My sister-in-law is partly to blame because she didn't check with them or me, but this isn't her deal and she's showing up as a favor because the movers are day late. I call the movers and leave three messages but no response. They're closed until Monday. By the time they call me back they're already delivering half my order, with a 10% extra charge. How can it be extra when compared to the inventory there was one less box and one less rocker, plus the three big items they left behind. Now they want me to pay an extra $1000 to get the rest of my stuff. This is a true dishonest racket. My guess is they underbid every order then uncharge when they get there, claiming every order is "bigger". So a day late, three items short and overall bad customer service. Last phone call I had I asked for them to send the three items without charge, and even take their time as needed so they don't make a special trip. They told me, NOT LIKELY! Well not likely they'll get my business again.

Move size: Partial Move Service cost: $1950

Everything went very good with this moving company. We got our things right when they said they would and our price stayed the same without going up.

The movers put our things in boxes at no extra charge and placed padding on our furniture to protect against scratches. The movers were also very cordial and made sure everything was packed away before giving us a list of our things.

This was really a good company to move with and after the move we spoke to a rep a couple of times to confirm all had gone well. We had no problems at all and would actually use Assurance Van Lines again.

Move size: 2 Bedroom Home Service cost: $2100

The service was good and the move was easy. The men who moved our boxes and couches and stuff were so friendly, they treated us like we were family. Everything was out of the house quickly, and big things were loaded safely wrapped.

We spoke to someone before the day the truck reached to coordinate time and again the guys did all the work and had us moved in.

My move was great. Thanks assurance van lines for all the hard work. I barely had to do a thing working with these guys.

Move size: 2 Bedroom Home Service cost: $1900

Called Assurance, and the salesman was very nice. Said the move would take 3 to 10 business days. The price was good. So I paid my deposit, and once they got their money that's when things went downhill..

First off, they said they'd come Wednesday or Thursday and let me know ahead of time. When it was Tuesday afternoon, I still hadn't heard from them, so I called them and they're number didn't work. It just led to an endless automated "press one for blah blah blah" auto voice thing that NEVER gave me the option to speak with someone. I emailed them, and they didn't get back to me until a couple hours before the movers came. So I basically had to sit at home all day on the off chance the movers came.

The movers got my stuff, I flew to Las Vegas. I waited 10 days (they told me it'd be 7 to 10 days). So I call them up and this time they actually answer. I ask when my stuff is going to arrive, and the lady on the phone says she's going to get in touch with the driver and call me back. She never calls me back.

Then the NEXT day I call again, and AGAIN she says she'll call the movers and get back to me. Again she never calls me back.

So I call again the next day, and again she's like "I'll call the driver and get back to you" so I'm like "You said that the last two days, and never got back to me". She gets mad and tells me Assurance is just a broker and doesn't do the actual moving, that's a separate company. I was not aware of this and never told this. So she gives me a number to call for the company.

I call and leave a voicemail for the next 3 days. Nothing. They're not responding. I email the company and no response. I am this close to calling the police and reporting my stuff is missing.

Finally I get a text from the driver and he says he'll be there tomorrow around 5. I text him back saying we can only reserve the elevator until 6, so unless he can get it done in an hour we'll have to wait till tomorrow. He never gets back to me..

The next day I call him every hour on the hour for 4 hours. Doesn't answer. Finally calls me back 5 hours later. I tell him we have to do tomorrow.

Then he comes and moves my stuff in and tries to charge me because there's an elevator. I told him that with Assurance they said there's no extra fee for that. He finally says he'll call his boss, and gets back to me that there is no charge. I'm still not sure if he was just trying to scam me or actually thought there was supposed to be a charge.

Anyway, the last couple weeks have been terrible. I had to buy a bunch of stuff at Walmart because I didn't realize I was going more than two weeks without my stuff.

Don't trust these guys. They're trying to get money out of you. Would not recommend to anyone.

Service cost: $2000

Most moving companies fail to deliver what they promise. But assurance van lines isn’t one of them. They were just amazing when they moved my stuff. They promised me that there would be no hidden costs added in the final bill. They kept their promise.
I was promised that my valuables would be safely transported. Not even one piece suffered the slightest of damage. They promised to arrive on time and deliver as soon as possible. The crew arrived right on time and the delivery was made on the first day. I am thoroughly impressed with these guys. I appreciate having made a good choice.

Service cost: $2500

This is a follow-up to my move, which occurred in NOVEMBER, 2016. The company was FINALLY able to process the claim (takes 3 months if they break things). On top of that, the total amount of estimated damage based on the $.60/LB on my end was roughly $240 even though my items damaged were close to $1,000. the resolution amount of the claim they're willing to pay me is $60!!

BE AWARE. THIS COMPANY IS THE WORST. YOU WILL PAY A LOW PRICE AND THEN END UP PAYING TO REPLACE ALL THE ITEMS THAT WERE DAMAGED.

I will make sure I continue to work with the BBB to see what they can get back to me but it is a long process. Overall, there are time delays, the claims company they work through is awful. If you write reviews, they show affection on these review forums but not when you finally get a call back. They blame you for not taking higher insurance. Do not be sold with their minimal moving price amounts, it is not worth the hassle after.

Move size: 1 Bedroom Home Service cost: $1150

Assurance helped make my move so easy! Moving across New York was stressful enough and when my family couldn't help me make the trip, I started to freak out! The last thing I needed to worry about was how my belongings were going to get to East Aurora. When a friend recommended Assurance, I was so relieved.

Assurance is extremely reliable and their employees were fantastic! Every person I communicated with from Assurance was professional. The customer service representatives were able to answer all my questions and made me feel way less stressed about my move. They actually cared about all my concerns and really worked to please me!

On the day of the big move, the movers showed up on time and worked diligently to get all my belongings ready to go. I was worried about having people handle my fragile belongings, like my china, but they were very careful and nothing broke! I was relieved when all my stuff showed up in perfect condition! I absolutely recommend this company and would even use them again.

Move size: 1 Bedroom Home Service cost: $2100

I generally try to do moves myself so at first I was skeptical to try a moving service. But this move was a big one so I knew I needed to go to a professional. I started doing research several months ago and found Assurance. I am so glad I did! They packed my entire house and moved it across country and I was impressed with every member of their staff. The entire moving process was simple and virtually stress free thanks to them. I know my DIY ways are gone - there's no going back after receiving great service like this!

Move size: 2 Bedroom Home Service cost: $2250

I had to make a pretty big move without a lot of time, and Assurance Van Lines made this so much easier for me. They gave me a quote over the phone and answered all of my questions with complete professionalism. The workers themselves showed up precisely as promised and handled all of my things with care. They did a much better job than I ever could. The pricing was quite reasonable as well. I'm so thankful for this company, and I would definitely recommend them.

Move size: 3 Bedroom Home Service cost: $1900

They definitely made the move back home a lot easier. I really liked New York, but I missed the California sun. I've used Assurance a few times and each time they have really come through. Since the move back home was impromptu, I figured the estimate would be really high, but the estimate was reasonable considering the cross country move. I had a 1 bedroom living situation in New York and they moved my belongings with ease. I'm glad Assurance helped me with this move. It made everything else so much easier.

Move size: 1 Bedroom Home Service cost: $2050

Assurance made a stressful move so much easier! I was moving from uptown third floor walkup to a downtown elevator building and the movers I worked with were great. They were familiar with the whole city and were able to finish the job quickly. Sometimes movers will try to take longer than needed to get paid more but the Assurance movers were very prompt.

I was transporting most of my bedroom furniture and all my stuff was moved without any damage. I also appreciated how quickly my move was scheduled when I called since I had a limited amount of time before I had to leave my old apartment.

Moving can also be expensive but Assurance was well priced. I will definitely use them for my next move.

Move size: 1 Bedroom Home Service cost: $1800

These guys were great. Moving is probably the most stressful thing in the world, but Assurance definitely helped make it easier - and they gave us one heck of a good price for such a long haul. The move was somewhat unexpected, but they scheduled it with no problem.

All our stuff successfully made the trip up to Morris County, NJ with no issues. Everything arrived in one piece with no damage. All my son's trophies and the furniture my wife picked out made the trip. We didn't lose a thing.

My family and I have to move around a lot because of my job and we'll definitely be using them again. It's a no-brainer.

Move size: 3 Bedroom Home Service cost: $2100

I was very stressed up when I started plans to move. I wondered who would have my household items moved without getting broken. My sister suggested this company and I took action to contact them. I explained to them all my fears..They ensured me that all would be well..It was. All my treasured households including glass ware arrived in California without a single breakage!! I was so happy I would recommend the services to anybody looking for safe smooth moving service provider. Keep it up guys!!

Move size: 4 Bedroom Home Service cost: $1750

I recently moved from the East Coast all the way to the San Francisco Bay Area and I had a great experience with Assurance. I had downsized my stuff considerably in anticipation of the move. But every household has its share of fragile items like the TV or expensive china and I was very apprehensive of a cross country move. Moving day was much easier than I had anticipated thanks to Assurance. The movers were quick, efficient and got the job done. Also not one thing was damaged which feels like a miracle. I would definitely recommend them to a friend.

Move size: 2 Bedroom Home Service cost: $2400

Avoid this company! They will sell you on how much cheaper their services are but, that will cost you in the long run.

They under quote you on how much cubit feet you'll need on a truck & when the shipping company that they assign to you show up, they charge you EXTRA! This happened despite them going over with us what size boxes to use and doing an hour long intensive inventory of all box and furniture sizes days before the shipping company showed up. This has happened to me & to a friend moving across states at the same time. The companies they send have terrible reviews & are scammers. My friend & I were assigned 2 different companies and got the same results. She moved from Queens NY, To Tampa, FL. They won't give a set delivery date either. I'm so sorry I ever went with them. They made the moving process HORRIBLE!!

This is what happened with the shipping company, State to State Movers from New Jersey that they assigned to me.

My alarms went off when State to State didn't show up in an official truck, but a rented Penske truck with two guys that looked like they just grabbed off the street. I wanted to send them away, but we were leaving in two days. My apt was a small 1 1/2 bedroom apt in Brooklyn. The driver (point person) of the truck came in, took one look, & said your stuff isn't going to fit into the cubic foot size you paid for. I explained Assurance Van Line Services Inc & I spent hours on the phone going over exactly what we had, our box & furniture sizes, all in great detail. That the cubic feet on the contract is exactly what they said we needed. We went back & forth, I then realized he didn't show up with my latest & finalized contract but an old one. If I wasn't on top of it we would have been duped even more. I had to pull up an email with the latest contract & call Assurance to fix the issue.

After all that I thought everything was handled. He went to the truck, looked & said well it still doesn't fit with the extra cubic feet that you have. Give me an extra $400 & I'll make sure everything fits. I told him don't try to scam us, but my husband promised to tip his guys. During all this confusion the guys were putting our stuff on the truck. I noticed they weren't tagging some boxes & I asked them to, (after delivery we realized box #'s were missing, some had two numbers, & some didn't have any at all). The driver kept coming at us from many different angles with so many stories. Your boxes are too heavy, you have too much stuff, my boss won't be happy etc. We were so exhausted/upset that we ultimately made the call to leave some of our furniture because of his tricks, constantly changing his reasons/stories, and we still ended up paying extra $$'s. It was by far the most upsetting and exhausting experience I've ever had with a company.

On delivery we had broken furniture, their inventory list was all wrong & had no descriptions. It's a good thing that along with their numbering system, we made bright yellow name & location 6x9" tags for all our boxes, including the one that went missing. Some of our boxes were busted open, with broken items inside.

The worst part of this whole thing was the theft?/missing items. We received our stuff & noticed that one of our boxes was missing. This box was a recycled 60" TV box. We used the box for our picture frames as it was big. It had frames from family, as well as our wedding picture frame with pic & written messages from our guests. We had our flat screen TV in an unmarked Home Depot box. I remembered back that as soon as the guys arrived to pick up our stuff there was much talk about which box contained our TV. It seemed odd at the time, but things were so chaotic that I dropped it. The recycled TV box is missing, it was the biggest box in our shipment & not hard to spot with a bright yellow sticker with our names on it. We are thinking someone thought it was our TV and took it.

When I called the state to state office the day after delivery. The office admin seemed quite unconcerned & immediately said you'll have to file a claim. I said I'd love to have our box back because of it's contents. She said they'd check the warehouse. Well, I've called for months & I always get the same answer no they didn't find anything-- all said without much regard, as if she 'knows'. We looked at the claims process & it's ridiculous. You need pictures of items lost, receipts of when you bought each item (god forbid it could be a gift), plus a whole list of other things. We later found out that every person whose items were shipped on our truck lost stuff.

The delivery guys were a team from the midwest & dropped & rolling our boxes. People's belongings are being transferred from truck to truck. No wonder they come damaged. State to State also charges $75 if they have to climb more than 7 steps. A flight has 12 or A flight has 12 or 13 steps, so you are guaranteed to pay that amount if you have an upstairs level. We paid the delivery driver & they had us sign a receipt. Well, they conveniently forgot to leave the receipt, so there is no record of payment.

In addition to all that, they also didn't honor a two week storage extension on our contract, and haven't called us back as they say they would.

Moving states is stressful, going with this company will make your experience HELLISH. AVOID!!

Move size: 1 Bedroom Home Service cost: $3209

My experience with Assurance Van Lines was great from start to finish. When speaking on the phone when I originally called, the woman walked me through the process so I knew exactly what to expect. When it came time for the move, things happened just as she said they would. It was nice knowing how to process works.

I have had bad experiences with other moving companies in the past, but this was a different story. There were no problems at all, and my stuff was delivered to Massachusetts exactly when and how I needed them to be. I would recommend Assurance to anyone who is moving; especially for long-distance moves.

Move size: 1 Bedroom Home Service cost: $2200