Brightline Moving & Storage

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

Brightline did not move us, they contracted out to Ready Set Go, Las Cruces, the worse experience we have ever had. Ready Set Go, said they would be at our home at 7:00AM, showed up at 4:00. We contacted Brightline, all they would do is give us a $100.00 credit. We have damaged furniture, door frames, and a broke freezer. Neither company will not respond to us, we have tried to communicate with both of them several times and no response. Please, please, do not us Brightline, they just contract out to horrible companies.

Move size: 2 Bedroom Home Service cost: $4000

These people are dishonest and I am very sure that the 5 star reviews were written by people who are from their company!

The marketing person is very pushy and uses flowery words to get you to sign up but they don’t actually show you the actual price. You will be shocked to see the final price is not really what you agreed on!

Do your research and find a more reliable company. These scammers will just take your money and make your move miserable!!

Move size: 3 Bedroom Home Service cost: $4500

I engaged them for my move thinking they were a full service moving company.

They are just a broker, not a moving company. Your move will get subcontracted to another scammer.

- They will ask for a 1/3 deposit upfront.

- Will give you a pick-up date and a 2-hour window. They will not respond to your calls on the pick-up date or later if the mover does not show up

- They will not respond to your emails

- The moving company lost my expensive bike and another package and will not help.

When contacted for the lost goods, they will ask you to contact the multiple subcontractors/movers who do not respond.

Lesson learned.

- - Do not select a mover based on Google search. Ask for references

- Read every line/fine print in the contract

-Ask them how many other movers will be involved.

-Ask them for all extra costs upfront

-Ask them about the options if the movers do not show up

Move size: 1 Bedroom Home Service cost: $3000

Brightline will not be your moving company. They are more likely to be brokers who will sign a contract with a real moving company on your behalf. They will charge you a binding fee (which is their profit) of several thousand dollars for this service. They originally estimated $10,800 for our move based on the comprehensive information provided to them. When the real movers arrived, they indicated the estimate was too low and it would be $18,000 with additional deposit due on site. What Brightline does is estimate the cubic feet to be moved at too low of an amount to win the work and then the price gets adjusted by the real movers the day they arrive to move the stuff based on what you actually have. Our binding fee was $4309 after discounts - thanks! That is their profit but they will not tell you that. They will show up at the top of your Google search because they pay Google money to do that, but they are simply brokers who are massively overcharging people. Call a real mover and save yourself the hassle/cost of these jokers. When we called to ask what happened, they could offer no explanations, but said they would get back to us after talking to the movers. They never called back even though we called them many times. They make moving estimates for a living and know the system. They deliberately pay to get themselves to the top of the google search and then intentionally lower rates to win the work. You will pay much more later. Any reviews that say they were great movers are lying because Brightline is not a moving company. I’m sure they pay people to write those reviews. I don't provide online reviews (waste of time), but I had to here. They essentially ripped off my wife's elderly parents and could care less. Look in the reviews and you will see more examples if you read the poor service ones. All others are probably fakes. Shocking that people like Brightline exist, but they proficient at exploiting the internet and their customers.

Move size: 3 Bedroom Home Service cost: $18000

Worst Customer Experience ever. I had my entire life's belongings stolen by their contractor. Brightline used a company that has a suspended license and they now cannot find out where my load is at. The date of delivery was August 13th and I still have not received my load as of Nov 4th and nobody is able to get in touch with the company that picked up my load. The worst part is that the customer service reps strung me along for 3 months promising me that my load will be delivered any day and hid the fact that the company lost their license and they were not able to contact them in any way. The customers reps lied several times promising me a delivery date all the while they let this company make pick-ups for others as well. When you ask them to do something about the situation, their response is that as soon as you sign the bill of lading at pick-up, brightline is not responsible anymore. They have not taken any legal action against the pioneer moving company that did the pick-up and they let them pick-up for various customers even after their license was suspended.

Move size: 1 Bedroom Home Service cost: $4000

This company Brightline is a Scam. They need to be put out of business. They are professional until they get your money. Valuable lesson I learned is never ever use a moving company that needs a broker to do a moving job. The Broker gets your money, without seeing the job, dispatches the job to a moving company they don't know, or care about, give you a quote (any quote) take their cut and disappear. When the actual movers show up, they give you a consultation of their own which is twice the asking originally quoted and you have two options! Pay the asking ransom price, or take a total loss! Because the Broker isn't giving you a refund for anything!

Move size: 1 Bedroom Home Service cost: $28000

This Company is a scam!! They changed their name because the previous company was sued A LOT! These people give you a quote, take your deposit which goes to a Broker and scam you! The movers hold you items hostage with a Ransom. Please do your Homework on this company. I dont know how they got 5 stars next to the company name. When looking for a moving company, Please use a company that gives you a in person consultation. I promise you it's the smartest way to go!

Move size: 1 Bedroom Home Service cost: $2800