Brightline Moving & Storage

The people at Brightline Moving and storage were very nice over the phone, but they keep moving you to a different person as the process goes on. When I got to the guy who gives you a rough estimate based on what you tell him over the phone, how high your stack of boxes is, how many bedrooms, how many beds and etc, the guy told me it would be about the same cost or a little less than using Uhaul. The bonus is that they come and load and move your items for you. I fell for what the guy said, so I signed up, had to make several large payments to several different people and let me tell you, it cost way more than Uhaul, I spent around 20,000 dollars to move from Arizona to Missouri, the persons that helped me from their company lied to me and were fast, smooth talkers. If I would have used Uhaul and hired some day labor on both ends it would have cost only about 5,500 dollars. To top it all off they charged me for a whole semi trailer when it was only half full, they started loading the already half full semi trailer before I had a chance to see the other half load that was already in there and like a fool I said wow, its already half full and gave them props for loading so fast, I was really amazed. I really felt like a fool on the other end in Missouri, the guys that delivered used a Hertz rental truck that was half the size of the long semi trailer that I paid for. The guys unloading in Missouri for us said that the guys name is Alex and he is know for ripping people off like he did to me. I can't rememer the name of Alex's company but the guy was a lieing cheat and had me sign and inital a long form with yellow and pink paper. This is iron clad and protects them, in other words once you sign up with the company and sign all these contracts with different sub contractors you are stuck and it does not matter how you complain, they got you by the you know whats. So if all this was not enough stuff to deal with, it took about over 2 months to get are items delivered on the other end in Missouri and plus they broke items, I guess the guy, Alex unloaded our items at his storage in Las Vegas, which is where where the final company that picked up our items had to get our items with their Hertz rental truck to deliver to us in Missouri. Why not just deliver our stuff to Missouri?? Anyway, I wrote all this so that hopefully it will save someone else all this grief. I will never use a moving company ever again and it was a very costly lesson, so don't make the same mistake because I know there are many other companies out there like Brightline moving and storage out there, Good Luck.

Move size: 4 Bedroom Home Service cost: $20000

The date of our service began on 7/16/2021, and the final total of the move was $20,000 (roughly) for a 3 bedroom move from Phoenix to Austin. The business committed that they would deliver our belongings with minimal damage, without added costs, and in relatively usable shape. We have tried to reach out to the company, and if they aren’t yelling at us, they hang up on us, so we have not had the chance to work with them. We have tried to reach out to Brightline to see where the discrepancy is/was, and why they would hire the worst movers (bad reviews for at least4 years) and not tell us the name of the moving company, so we could look at their reviews…which we assumed was Brightline, and then refuse to speak with us after of help in any way. I feel as the company took advantage of a disable veteran, and when we needed help they just abandoned us.

The original quote (from what we didn’t realize was moving broker) was 5634.00...then after the final inventory (which was 100% accurate if you look at the lists, added 3127.00 to the move, which we were okay with). On the day the movers came (Oasis Moving) they walked through the house and said it would be about 14,000.00 which we were hesitant to pay, but could not get a hold of either the broker or the moving company, so with the house closing the following day, we said okay...at which point they charged our credit card. When they were done moving about 6:00 pm, they came in and told us that their boss claimed that they needed another 5000.00 because there was more furniture (that is extortion). Remember, they had already looked at all of the furniture and boxes prior to loading. We told them no, just unload the truck and they refused to do so. At this point we felt as though we had no choice, our belongings were being held hostage so we paid the extra charges. We can show that they did charge our credit card twice, once in the morning and once after they finished loading.

With many of the boxes (74 out of 82), it is easy to see why things are missing and/or stolen. A family heirloom, dining room set, along with the chairs have been broken into pieces…we are not even sure how you could break these solid wood pieces and destroy them so badly. We received a desk with legs and no top, broken end tables/nightstands. Items, which were family heirlooms, such as etched glass pieces, my parents wedding china (it survived a move from England), and Russian nesting dolls are missing. Two night stands are missing, 8 boxes in total, all of the mattresses have holes and/or tears in them as do our two leather chairs. The TVs came without any of the hardware to hook them up (stands, electrical plugs, and screws). The kitchen table was missing the hardware, and the frames for what is left of the beds were all bent. My jewelry, including my grandmother's pearls, engagement ring, and about thirty necklaces and bracelets are missing, along with diabetic supplies. The master bed could not be set up because all of the support pieces were missing. Most of the furniture is scratched or gouged, leather chairs are ripped, there is really not one single item that came in one piece.

They tried to give us a mattress and box spring, a massive cat climbing thing, and tables which were not ours and we had to threaten to call their supervisor about them leaving trash prior to them taking it back. We received many items that did not belong to us, when I called the delivery people back they said they would return for them and never did (we did not notice until we started trying to unpack). There is so much more that I could say about this experience, but just from what I have written you can see the experience was horrific.

Move size: 3 Bedroom Home Service cost: $19000

This company was renamed from "Brightline Moving & Storage" after the numerous lawsuits and complaints in an effort to get more business. BEWARE! This company lied to me saying they are not a broker and one of the only moving companies that handle cross country moves end to end. The day of my move another company showed up at my door and quoted me 105% above my moving estimate after a 3 minute glance around my place. They prey on customers with deceptive and manipulative sales tactics to have you sign with them and put in your $750 deposit. They also lied that I would get a quality assurance call before my move to ensure my inventory was around the price estimate and see if I needed to add or remove items how it affected the price. I called and was told the quality assurance employee was out of office and that "it didn't matter" because the broker company would give an estimate either way. See below what I submitted to the Better Business Bureau and my communications. When I gave my inventory to the sales representative Sylvia Kerr she said she would send a contract and to reply to the email with my full list of inventory, which I did. When I called after the moving fiasco another representative claimed there was no inventory on file for me and that they "doubt" my things were under 286 cubic feet because "nothing fits in those containers". Meanwhile when my things arrived, the subcontractor delivery company said they estimated my things fit in a 200 cubic foot container and I was definitely scammed.

Manager Mellie Reed refused to review my case or address my concerns. See below what I reported to the Better Business Bureau. I am convinced most of the positive reviews on here are fake and written by the company.

These items provide the original moving estimate from Brightline and the document showing the extra fees the carrier Map Express Logistics charged with manipulative and coercive tactics that are not explained. The Excel document details analysis of what items were removed from my original inventory in an effort to get down to my original quote estimate, and what items were added (4 Ikea storage bags and a rug) for un an explainable extra approx. $3,000 in fees. The carrier charged me 105% above my binding price estimate from Brightline, which is not legal according to the document section I uploaded in the Brightline contract. I am also including the email to the Brightline manager over the charges, who has not been willing to review the case in detail, claiming they're not responsible and it is my fault I signed with their carrier when I wasn't comfortable, after being repeatedly threatened and bullied by the carrier representative on the day of my move out when I had to hand in my apartment keys in.

Move size: 1 Bedroom Home Service cost: $5050

Started off great, so we thought… talked to Sophia which quoted a great price. Pressured me into signing cause the price could change by tomorrow she said if I didn’t. I asked specifically how long it would take and if there are any hidden fees. I was told typically 7-10 days. And she said if any stairs they would give first flight free then $75 a flight after. I signed and paid deposit. Next is Zac I have no idea what his position actually is, I’ll call him the lying middle man. He told me we should have our delivery within 2-5 days. I added a couple more items he doubles the price. Pick up day comes. Very scary unprofessional barely speaking English men arrive not from brightline but a company called right a way movers. Pack truck and then say it’s more cubic feet then contact says, he did not even measure. We did and it was actually under what the original cost was. We say unload we want to cancel. They refused and made us pay more making it seem like he was giving us a deal. I said call brightline cause this is extortion. He says he can’t get thru to anyone there. We needed items moved so I paid the extra $785. They then put everything in storage for over a week never told me that would happen. Right a way movers pick it up from there and deliver to us at almost midnight 3 days later. They refused to even open the truck until we paid them even more money ! I already paid the extra for stairs mind you. He said brightline can’t charge this it’s their job and they require $75 every 7 steps up AND down! What!! Driver says “ my boss says it’s $1000 but I’ll give you a deal and do it for $600. If I don’t pay they won’t even open the truck so we agreed on $485. Still wrong yes I know but it was late and we needed our belongings. Everything unloaded plus a bunch of items that are NOT ours. We told them these are not ours. They say “ do you want them you can have them” we said no these are not ours. They take them back down to truck. We start noticing many of our items missing and broke and tell them he then says “ take it up will brightline and runs out ! Does not even leave a receipt paperwork or nothing ! We then watch them out the window throw all those other customer belongings off the back of truck into the front yard and speed off. I’ve been calling and still no call back yet from so called manager. They are a joke! It gets better .. the customers belongings that were in truck we found the people and delivered them ourselves ! ( we hid a tracker in our items and it showed us every stop they made along the way including a pawn shop) Nice lady tells us all the things they stole from her and how they upcharged her also. If your smart you will NOT use this company !! The middle man even threatened me if i pursue he would do harm to my family.

Move size: Partial Move Service cost: $6000

Kelli M. Delaney has a long history in the moving industry of conning people out of tens of thousands of hard-earned dollars. She starts a moving company, cons people out of their money, and then destroys their property. When the negative reviews start rolling in, she simply creates a new company with a new name--and begins her con all over again. We were quoted $11,875.00 for our move. It ended up costing us $37,448.12 in cash, approximately $35,000 in destroyed furniture, several lost boxes of personal property, and endless frustration. Oh, and her employee Avi Rotem threatened my wife and friend with bodily harm, which we did report to the local sheriff. Do NOT do business with Kelli M. Delaney. You WILL regret it.

Move size: 4 Bedroom Home Service cost: $37448

At first I was really excited that I found a company that seemed "wonderful" and very nice when we booked our move! The first several people seemed very knowledgeable and nice. BUT, when they came for our belongings, the price doubled. Ok, I can deal with that. They told us to pick a delivery date, we did and then they delivered 2 weeks late and they lost our Craftmatic adjustable base!!! The largest item, LOST and then they stopped talking to us. BEWARE that you are not having Brightline as your moving company, they have smaller moving companies and they are not reliable. We also had 2 end tables totally ruined. Claims? Ya right, they're not going to make anything right. I will never hire movers again!! We moved from MA to FL and it took over 30 days for them to deliver our belongings and they lost the most important piece. PLUS , Our brand new mattress that I paid 20 for a mattress cover, had water damage!! They do NOT care for your belongings, do it yourself, you're better off!

Move size: 1 Bedroom Home Service cost: $3500

I called the company and they were very friendly and took the time to explain everything over the phone. Their pricing is very fair and above all they make sure that you understand what you will be receiving. We set a time for the next day movers came promptly on time as promised. The two gentleman moved everything making sure that nothing gets damaged. Even wrapped everything up. When my vouch wouldn't fit through the door they took the time to remove the legs and put them back perfectly. They worked fast and I am extremely satisfied.

Move size: 2 Bedroom Home Service cost: $2846

With our cross-country move, we did a virtual walk-through (due to COVID policies) and the estimated volume of our move was 668 cubic feet. Once the movers arrived, they said the new estimate was around 1200 cubic feet, and that the price would be increasing from ~$11,000 to $16-17,000. While I don’t think that the movers were attempting to bait and switch, that is certainly how it appears. Regardless, Brightline clearly made no effort to provide an accurate initial estimate to enable us to budget accurately for the move. A $5000 to $6000 increase in price (30-40%) the day of the move is careless at best, dishonest at worst, and definitely manipulative.

Move size: 1 Bedroom Home Service cost: $17590

They are 100% scammers. During my initial call I explained every single thing that I wanted to take with me. All the way down to exact measurements. The rep added everything up and gave me a price and after reviewing the list I noticed it had "King Bed Frame" so before paying any deposit I explained to the gentleman that I had a head board and foot board on all of my beds. He responded saying "oh yea its no worry, the movers will just disassemble it and load it up, its not a problem." I made sure he was certain that it wouldn't be an issue and he reassured me that it wasn't. Today I received the call from the quality reassurance people to finalize everything that I was needing to take. He started by going over the list and specifying things like "Does the computer table only have legs" or is the vanity chair and "Accent Chair" and finally we got to the beds and he asked if they had head boards and foot boards, so I said yes and he said that we needed to add them. I explained that during my initial call I said that I had head and foot boards and the rep assured me that it wasn't an issue. He said the rep must've missed it. The cubic ft jumped by 200 which changed the price by almost 2000 dollars. I was furious. I asked to cancel my order and he pointed me to the part of the contract that states "If you cancel your move after 72 hours of placing it you only receive 50% of your refund." Also, if you cancel your move within 48 hours of the estimated pick-up date, your refund will be provided as a credit for the company needing to be used with 1 year." Guess when I received my quality assurance call?? This gentleman, out of his own mouth explained to me that they make money off of commission when people add on items and so does the actual movers. So they can arrive to your home and do whatever they want and you won't have any choice other than to lose your deposit. Their scheme is for the original call to be generic so that when the quality assurance call happens they will specify and your cu. ft. will change drastically. Also, you won't receive that call until at the very least you'll lose 50% of your deposit. Please be aware.

Move size: 2 Bedroom Home Service cost: $3760

This company is bright line moving same company they tried to change the name. Look at all the negative reviews on that site.

In my opinion these guys are no different than street thugs. These are the facts: I contacted this company to move some items from Los Angeles to Florida it was important to me that it go non stop because I had artwork and didn’t want the trip to go through multiple hands. When I explained this to the representative at bright line he ( Paul) assured me that the truck would take it directly from my house to Florida. He also said to me they were filling up and I needed to sign a co tract. About 4 days later I called the office because when i tried to contact Paul the agent I did not get a response. to confirm the reservation. When I contacted the corporate office they informed me that they subcontract with other companies and they don’t even know who and that my items would go to a warehouse and some other company will be picking it up and taking it to Florida. They don’t know the name of the company and that it was unacceptable. They basically acknowledged that they represented that to me and they said even though that is what they represented that they said I committed fraud this was the manager at the corporate office. She called herself mere. I called the credit card company immediately. Stopped payment on the credit card. I received an e mail from the company and they sent me an e mail representing that the co tract had been cancelled. That was one week ago then today I was notified by the credit card company. They the moving company used my credit card info to recharge my credit card without my permission.

If this is the entanglement you want then use this company otherwise my advise is to stay away as far as possible.

Move size: Studio Service cost: $2400

My family and I made a cross country move. When I contacted Brightline I felt confident that things would go well. Their representative Lindsay put on this act like she really cared and that I was in good hands. When i didn't contacy her right away to make a commitment she sent me a harassing voicemail and unprofessional email. I should have dropped them after this but went forward with them as they offered a lower cost. After I paid my deposit I never heard from Lindsay again. She didnt respond to any emails or texts. I was then put in touch with their QA rep named Zac. We had an appointment to speak at 900 on a Saturday. I waited until 1100 and never received a call. He then calls me Monday and says everything is on track and I would be accommodated. 20 mins later I get a call saying truck is on the way. They brokered me off to an unprofessional clown operation called Express Van Lines in Nevada. Lindsay and Zac never informed me that they were going to send my business elsewhere. After this they completely dropped me. It all resulted in a serious hike, a debacle of final payment process, and me unloading the truck with one guy when I as told it would be a 4 man crew. They did not unpack, unwrap, or stage anything like the contracted stated. I was left to unwrap their 3 layered wrap job on everything including blankets (more material more money) and a ton of material that I have to dispose of somehow. It was a nightmare and I highly suggest that others do not choose Brightline in Riviera Beach, Florida or Express Van Lines in Henderson Nevads. Do not buy the bill of goods like I did.

Move size: 4 Bedroom Home Service cost: $7820

You've heard of 'the one who got away' right? These are the movers I should have booked. I originally set up a quote with Lindsey but I wanted to save $200 bucks so I went elsewhere... BIG MISTAKE. The other movers ignored my calls , did not call when they said they would, lost my mattress. Meanwhile when the other movers did not reply, Lindsey at Brightline, was able to find me a truck on the fly and offer a refund if I had to cancel. Honestly, I kick myself everyday for not having chosen Brightline because they have the vertical supply chain (movers, trucks AND STORAGE [so they would be less likely to lose your mattress and make you sleep on the floor ;) ]). For my next move, I know the ONLY number I will be calling!!!

Move size: 2 Bedroom Home Service cost: $4500

This company is a scam. They will sweet-talk you into using their company and give you a good price. However, they will miss out on the scheduled collection day and then when they finally do arrive, they will charge you THOUSANDS more than they quoted, even if you specify exact dimensions and give them photos of all the items. Your items won’t arrive in a reasonable time and if they’re broken, that’s not their problem! They are not reputable, and I sincerely hope if you’re reading this review that you will choose someone else. I don’t want other people to get scammed by them like I did. Also, when considering reviews, look at how generic and suspicious the good reviews are. They are obviously fake. The bad reviews seem to be real experiences. We should have listened to the bad reviews.

Move size: 1 Bedroom Home Service cost: $3800

A $2,998 bid for a 1 bedroom apartment move from LA to Chicago turned into $5726 because of this company. They promised a delivery date of 8/4/21 and said my son's furniture needed to be ready for pick up 2 weeks from my call, which would give the moving company (a different company) time to get it to Chicago. I provided a detailed list of every piece of furniture, the estimated # of boxes we'd pack and a list of what would be left for the movers to pack at the time of the estimate. I asked about the history of the company and, though only 5 years old, they said they relied on good reviews to brand themselves, and added they tried harder. This is why I've written my first review ever. They deserve this 1 star review.

4 days before pick up they asked for more detail. It hadn't changed and we weren't fully packed. I called the next day to add more detail and it was an unpleasant talk where I was told we wouldn't have an accurate bid. I thought I had an accurate bid given my previous conversation with Brightline and emailed list of everything in the apartment. I'd been told the contents were "standard."

When the movers arrived they wanted $2600. more. Very stressful and my husband negotiated it to $1,000 more. However once our furniture was gone, the movers wanted $3200 more for an expedited fee to have delivery on 8/4. Our son was starting med school and needed to be moved in and ready to go, not waiting for their apparent right to hold the furniture for 21 days before delivery. After days of back and forth, that was negotiated to $1920 more w/ an 8/4 guarantee. It did not arrive on 8/4 but was delivered on 8/5 and we were reimbursed $192. I am not upset with the movers, unbelievably. They were within their rights and did an excellent job. I am angry with Brightline for unprofessional underbidding and outright failure to inform us that the moving company would require far more money not only to pick up our furniture but to get it to Chicago in time. Brightline acted as a broker, said whatever they could to get the job and were then out of the picture. Do not trust them!

Move size: 1 Bedroom Home Service cost: $5726

Please do not trust this company. Do not pay any amount upfront. They'll low ball you. My move was contracted to a company XYZ, I check their reviews and it was terrible. I decided to cancel it. The call was directed to their QA team who misguided me into putting the move on hold else lose 100% money. When I went back and read the contract, I was eligible for 50% refund. I write an email asking for cancellation, get a response back saying we got your email. I call them asking for refund, they said, it needs to be approved by the supervisor. Couple of days later they said it's approved. When I call them now, they say I'm not eligible. The customer support team is adamant in getting me connected with the supervisor. Feel totally cheated!!!

The customer service team threatens me NOT to leave a bad review. It seems this is one of the points mentioned in the contract. Wow!!

Have been following up every day to get at least 50% of my hard earned money back. But they don't seem to care. Poor customer service!!!

Move size: 1 Bedroom Home Service cost: $2300

I strongly suspect that the 200+ reviews that rate this company 5 stars are fraudulent. This company is a scam. They will say anything on the phone to get potential clients to put down a deposit but once you do the service is terrible. In my case, the communication with the company was awful and my furniture was treated like regular cargo causing it to sustain multiple damages. The insurance pays "100 dollars per item" even though they say you are insured for 10,000 dollars. When I called the company to complain about multiple damages, they immediately referred me to a "third party" and told me they have no idea who actually did my move and that they have no way to control the quality of the movers they use.

The last arm of my move was done by two young men in their late teens who clearly were not in any way professional movers. They showed up in shorts and T-shirts in a rented Penske truck quite late on a Friday (around 4pm even though the elevator was scheduled for 11am). Aside from a hand truck, they lacked moving equipment. Strangely, they unwrapped the furniture before unloading it from the truck, exposing it to bumps and scratches as it was unloaded from the truck, and moved across the halls and elevators. Every time we showed the movers damaged boxes or scratched or broken furniture, they simply blamed the “other movers” and said they were not being paid enough to do our move.

I emailed bright line this complaint and they didn't bother reply.

Move size: 1 Bedroom Home Service cost: $7000

Brightline was very assuring that we'd get our stuff picked up and delivered as quick as possible. Was charged a $200 rush fee to get our stuff quicker. Well we were picked up on August 6th. A week after the promised date and still have not received our stuff as it is now September 9th. Apparently our move was given to another company called Inch Perfect Logistics. I call Brightline every day and they cannot get in touch with the main person Vanessa nor do they know where our stuff is and when we we be receiving it. Spoke with a very rude Vanessa and was told she does not know when we will be getting our stuff. Was charged more at pick up saying it was more than the estimated cubic feet. Reading all of these reviews I am extremely upset and sure we got scammed. Still waiting on our stuff and am sure we will not be receiving it anytime soon. DO NOT USE THIS COMPANY!

Move size: 2 Bedroom Home Service cost: $3700