Assurance Van Lines

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

I paid a deposit in aug2015 said I would be moving end of jan2017. Called in oct to cancel and get my money back. Since my house hadn't sold yet. They talked me into staying said quote would be good for 2 years and even took another 200 off I said fine.
I assumed they canceled the dates get a call today to set up the move and I told them I had cancelled. They said oh we see that but apparently whoever talked me into not canceling didn't actually cancel the dates. Of course they refuse to give me back my 410.00 because its only a week away from the dates I had cancelled. I am sure done on purpose so they could keep my deposit.


Well keep the 410.00 you liars I will blast this on every place their is to review your scandalous ways!!

Service cost: $2000

I've planned a move starting in October for the new year. Communication with this company was great up until two days prior to the truck coming to my house. Once assurance van lines out sourced to an independent moving company, their communication was lack there of. Dates were subject to change at any moment. The "sales" Rep I originally spoke with "assured" me he would be the only one I'd speak to through the moving experience.. lies. Shout out to Jordan for a hook line and sinker you pulled. I haven't spoke to him since I handed over my deposit.the phone calls are always transferred to customer service where they "reassure" you that your things are on the way. All the while speaking to the "independent" truck company and there words are different regarding dates. No one has a clue as to where or when your personal household goods will arrive. Yet they will quickly refer back to the contract which states by law they have "21" days to deliver. Yes I understand that. Yes I read and re read the contract so I wouldn't have faulted information, however my frustration is in the repeated lies and lack of communication this company has. A+ rated, give me a break. This is low class scam to call this company A+ Lastly I'd like yous to know, this is a move. A life change for most people who are in need of these services. These are our belongings. Our personal property. And when we are frustrated that OUR things are subject to change at any moment, let us vent let us cuss a little, hold your tongue customer service and understand OUR things is worth a few choice words that may be upsetting. It's okay you're a telephone rep, you're things aren't in jeopardy, your children's property isn't being moved across country. So it's okay.

Service cost: $1800

I hired this company because I had to move from one side of the U.S to the other. This being a long distance move, I had a number of questions I needed answered before I felt comfortable to proceed. All of my concerns were addressed, quote pricing, schedule availability, and caution against property damage. The rep gave a very accommodating quote, the manager verified the quote, and when the day of the move came, the movers were very careful with my items. I would use this company again and plan to.

Service cost: $3200

Hired this company to move my daughters household goods from Myrtle Beach to CT. Spoke with two gentlemen who told me her estimated weight was under 2000 pounds by about 400 pounds. Great. Contract said they have a 48hr window for delivery. Called me to say they would arrive on the 11th between 2-4. Great so to me that 48 hr window just shrank to a 2 hr window. 430 they had not arrived. I called customer service and was floored by the customer service managers lack of understanding or compassion. She said they were running late and would be there in an hour. I asked why someone did not call as that is good customer service. I got a bs answer about they have a 48 hr window and it's in the contract. At 6pm the driver calls and says he will be there in an hour and do we still need to be moved that night. Really? I called and complained and was promised a call back in the morning which I never received. A subcontractor (five Star moving) picked up the items and said we were over the cubic footage allowed by 100 feet. Wait Assurance quoted me pounds but the subcontractor is charging me by Cubic Feet! Tack on another 300 dollars to the bill. I called assurance and complained and they said someone would call me, they never did. The day before delivery I was called and said the driver will be there between 2-4. 330 I get a text from the driver asking for my address!. He said he will be there in 45 minutes. 5 pm he calls to say he is in my driveway. Nope sorry where are you? Calls me back to say he is an hour away. Awesome! When he arrives I tried to dispute the extra 300 dollars. Unfortunately, the poor guy barely spoke English. DO NOT use this company under any circumstance.

Service cost: $1450

I wish I had read some of these negative reviews before booking a move with this "company" (just a bunch of people answering the phones who all happen to be their own bosses when I ask to speak to a manager).

My move was horrible from start to finish - the best part was the salesman that sold me on the service, saying he was "legally obligated to tell me delivery could take 1-7 days, but it will be there by Friday at the latest" - David Johnson, extreme optimist. Basically everything went wrong, from not allowing me proper notification before picking up my belongings (I was supposed to get a full day's notice and they called me 1.5 hours before showing up), to unprofessional attitudes from everyone I interacted with in person and over the phone, to a delivery that will likely be 2 full weeks later than promised by the time this is said and done.

Some particularly rude representatives include John Edwards from the Dispatch team who told me his job was to "explain things to people who don't know anything, like me"; and Sheila, a Manager in Customer Service who literally raised her voice and shouted at me. I know I was heated at the thought of not having my entire home's contents for 2 weeks longer than promised, but it is my prerogative as the customer to get upset when something like that happens and your duty as employees to explain things in a civil manner and allow me to ask questions if I have them.

I also learned that they block phone numbers! Had to call in from a friend's phone to get through to a customer service representative in order to get a digital copy of my contract! Extremely unprofessional.

What is actually concerning is that, at the time of this post, nobody can tell me when I will receive my belongings OR when they will know when I will receive my belongings. How is this legal?

Service cost: $2500

DO NOT USE THIS COMPANY! They lied to us in so many ways and the second you sign the contract they stop answering your calls!! We were charged $800 extra at pickup and not to mention you have to pay 100% in cash BEFORE YOU EVEN GET YOUR FURNITURE!! I can't believe they even have 3 stars! Also the only criteria we had was for it to get there on or near the first of July so I had them give me a pickup date that would work with that and our furniture didn't even leave our pickup city until the 13th of July!! STAY AWAY.

Move size: 1 Bedroom Home Service cost: $2400

This was emotionally a difficult move for me and my family to transition to a different region. It was the break I was hoping for in having a easy move with Van Lines. I wasn't sure at first what to expect based on a very bad experience in the past with a different company that isn't in business anymore. My husband and I were happy that all the delicate items arrived in one piece and were all accounted for. The delivery and placement of our furniture and boxes was seamless. It gave us one less thing to worry about so we could concentrate on the job relocation and the other tasks dealing with a big move like this.

Move size: 2 Bedroom Home Service cost: $2250

They will say anything to get you to sign up with them. They promised me 6 days delivery and when their contract said 30 days the mover said that's protocol it always says that. Of course now that it's the day of the move it's too late to really change so I couldn't do anything but sign the form. Now they tell me it's up to 21 days and my stuff hasn't even left the warehouse. They are likely waiting for somebody else's stuff to come along that needs to get to the same area. They are cheaper than other companies but do not believe their delivery estimates from the beginning.

Move size: 1 Bedroom Home Service cost: $2040

I had called and spoken to several moving companies for my upcoming move and was pretty nervous since we were moving across country to AZ. I had one company no show, when I finally found Van Line Assurance. My quote was under what I was quoted by others and when we agreed and it was time to move I was impressed by their level of service and commented that I appreciated that they respected our belongings. I had some antiques I was nervous about but they handled them really well. We got our stuff exactly as we planned and didn't have all the stress of worrying about it all as our family took the trip. I was really happy with my overall experience with these movers and have already recommended them a few times.

Move size: 2 Bedroom Home Service cost: $2100

I requested a quote from this company. I received a call from them soon after which I had to let go to voicemail. The agent immediately called back twice. I received an emailed quote which turned out to be very high. The agent would call my phone each day starting at 3 times per day. The calls eventually went up to 15 calls in a day over a span of 2 hours. He was also sending text messages as well. I finally emailed back and asked him to stop. I mentioned that his calls were excessive. He replied back and told me if I had said no in one of those calls he would have stopped. I do not think I should have to say no for you to realize that calling someone 15 times in one day (in addition to texting) is not right and should not be done.

Move size: Partial Move Service cost: $1470

Assurance is a broker from the start there not the actual movers. The moving company that move my belongings was Sega Transportation. Now as for Assurance they don't disclose all the information about cf which is cubic feet and if you go over the alotted cf cubic feet you'll be charged. For example 100 cf times $3.29 equals out $329 and if it's more double that. The person who I dealt with is Racheir she doesn't know her a**hole from her shoe sole. It's very misleading and the professionalism is a joke. Once they receive your deposit it's a wrap. Now to Sega transportation their crooks too all they want to is charge you extra for everything. It's a shame All I wanted was a smooth transition from NYC to Atlanta. From this move I had a headache everyday! In the future I'll just rent a truck & do it myself. So be aware consumer don't do it. On another note Tashia of customer service from Sega Transportation is very professional and up front. The final cost was over 2,000 dollars.

Move size: 1 Bedroom Home Service cost: $2100

I wish I had the option to do a NEGATIVE 100 RATING. Do NOT use Assurance Van Lines. They are a broker and do not actually conduct the actual move. Their head dispatcher, John Edward, yelled at me on the phone and was the RUDEST person I have ever met. Jim White made every FALSE PROMISE he could to get my deposit and none of the promises have been fulfilled. I am so UPSET with how this business has conducted business. Lesson learned to go straight to a moving company and do NOT use a broker or Assurance Van Lines EVER. They do NOT CARE about you once they have your deposit.

Move size: 2 Bedroom Home Service cost: $3300