Assurance Van Lines

Assurance Van Lines will do ANYTHING to get your business and make you pay a deposit to get a quote. Once you book, you think you are all set. If you cancel, like I did, they say they are able to only issue a "partial" refund because when I tried to cancel 7 days in advance (like the contract said) no one responded to me until the following day..convenient! Once I threatened to post a poor review of the company, the manager refused to give me any deposit, and even said he would spent any amount of money to make sure I didn't get my $610 back. I was hung up on by 3 people when I tried to contact them, and was called a liar by the manager over the phone and email. Don't give your business to this company!

Service cost: $2400

I am begging you, do not use this company. I rarely give bad reviews, but this has been the worst experience ever. I contacted Assurance to get a quote on moving from Kentucky to Florida. Once we went through everything that would get moved, and then they added a bunch of supposed discounts, making this sound great, they gave me a quote of $2,900. Which seemed great! They said I needed to put $1,050 down to lock in that rate. I was told that I had to do it right then or that someone else could take that route and the price would change (red flag), they assured me that as long as I cancelled within 7 business days, I would receive that money back. So I went ahead and put the money down, after hoping off the phone with Jim Mullen, I begin reading reviews, and started panicking I read bad review after bad review. I decided immediately I wanted to cancel and get my money pack and find another mover. The instructions in my contract required me to send an email of my cancellation notice, I do. No more than a minute later Jim is calling back asking me why I cancelled, telling me his boss just sent me a good review. Literally, one review. I told him I just read too many bad reviews and would like my money back. He continued to ask me why, and try to talk me into changing my mind, the more he tried to change my mind, the more I wanted my money back, that seemed a little too desperate for a company that does, "2500 moves a month". He then told me he was transferring me to the cancellation department and hung up on me. I emailed his boss back, and his boss proceeds to tell me that I am making a huge mistake instead of just giving me my money back. Finally I feel like they get the point, all I want is my money back, he tells me that someone from their cancellation department will call me the next day, which never happened. I sent another email, still no money, and still no call.

Service cost: $2900

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