Brightline Moving & Storage

The team was incredibly professional and courteous, saying excuse I, thank you, and you're welcome about 100 more than I've ever heard from a mover. They were careful with our stuff, didn't grumble when I asked them to take something back downstairs or rearrange something, and never made me feel rushed or stressed out. They were the least stressful part of the whole move. I'm glad I decided to go for a more premium experience, and I'd use them again in the future.

Move size: 2 Bedroom Home Service cost: $5345

This company is a scam. At every level, there is no oversight or guidance. This is NOT a moving company as their name suggests (and no employee ever noted they were brokers until we spoke with the manager). Steve was wildly incompetent at filling out the moving forms for what items we had. Bookcase registered as ladder. Explicitly said 20 boxes, entered 15 for some reason (we had to manually update the entire sheet ourselves and wasted an hour on the phone). Emily Rose, an assistant I think since she just answers the phone, was rude, disrespectful, and talked over me while we were trying to explain our emergency (explained further below). The manager, Ryan I think, only finally answered us when we demanded to speak with him due to his entire teams incompetence.

As for the “contract,” ours was broken in several different ways. This “company” (more accurately extortionists) will quote you a decent price to move. We were quoted that 500 cubic feet would cost about $3,000. We understand this was an estimate (a BINDING estimate) but when the movers FINALLY showed up (an entire day outside of our agreed upon pick up time frame that we have in writing) the company they contracted (as they are brokers and NOT movers) said it would $6,000 instead of 3k. The men on the truck, and I quote, said “you’re better off doing it yourself.” They only got this call today after they had a cancellation. Apparently, this crappy broker company failed to schedule my pick up and would deflect saying their “talking to dispatch” any time we asked for an update even though we confirmed our pick up time frame over a week in advance. Moreover, they hired a mover that has two federal restrictions from the FMCSA that forbid them from operating in the first place (they are legally required to hire movers registered with the FMCSA under the DOT)

After this fiasco, we cancelled and rented a Uhaul as they are scammers, liars, and frauds. Even if we loose the deposit (we didn’t since they broke their end of the contract and acted in bad faith), we still paid less to move everything ourselves (the uhaul for a 1,000 mile move cost ~1,300 with a car tow. Do NOT use them for moves.

Move size: Partial Move Service cost: $6000

Brightline was supposed to move my 2BR house from TN to NJ. Needless to say, that never happened and I ended up driving across the country in a box truck.

Fiance and I spoke to Person #1 (not saying names here) on the phone and I was sent an estimate by email. What should have been Red Flag 1 was that the person I spoke to on the phone and the name on the e-mail account didn't match. Number wasn't bad, but wasn't the lowest we had gotten. Person 1 said they would guarantee a pickup date and delivery date, which is what sold us. Paid the deposit, think all is good.

Two weeks out, QC calls. We will call them Person #2. We modify stuff to the inventory and #2 emails us and we see items that were in as 1 line item from #1 are now 5 items when #2 put it in, raising the price higher. #2 also told us our pickup window, which is against what #1 and us agreed to. He calls us back saying that #1 is now in trouble for promising a delivery date and, that for half their normal fee, we can get a guaranteed date. I stupidly paid it as I was in a bind. Was told to expect a phone call from dispatch the night before our move with a time.

Big surprise, no phone call and no answers when calling Brightline the night before the move. #2 on the day of our move tells us they weren't able to make the guaranteed date happen and we would be back to the window, but they would still make the delivery happen.

Day #2 of our window, no one calls or shows. No answers past "Someone will call" when we try to get information.

Come day #3, we are calling Brightline non stop for information about whats going on. Getting no where. We are then informed that our truck has "broken down" three hours away and the crew had to get a ride into town to notify their dispatch as there was no cell service. They would not be picking up until the next day and would miss the delivery window.

Ended up getting a rental truck last minute and driving. #2 was very quick to point out that their pickup and delivery windows were non-binding and technically they were within contract still. They did not offer a full refund for services not rendered, claiming they had already dispersed money. Seems like an issue between them and their carrier, but now it was my problem.

To this day, no one from Brightline has called me to resolve this. Don't use them.

Move size: 2 Bedroom Home Service cost: $4200

One star only because i cannot give zero. This company originally quoted me $2,500 for my move more than a month out. On the pick up day, they sent an entirely different company who showed up almost two hours late and then informed me that it would actually be $4,000, rather than the $2,500 they quoted me. They could give no reason for this whatsoever, other than almost $400 in charges for ~10 boxes because I had not packed things like they wanted (I had followed all of the guidelines sent to me to a T, but they changed them only upon arrival.) My delivery was supposed to be on the 19th of July, but apparently the company doesn’t share that information with the actual drivers, because they tried to deliver on the 16th, when I was still out of state. This led them to put all of my belongings in storage and move on to their next delivery. In the meantime, I have been unable to get ANY real estimate on when my things will be delivered. Every estimate they give me passes with no reason given, and I cannot even get a manager or anyone to talk to me. It is now the 23rd and I’m sitting in an empty apartment while they hold my belongings hostage. Absolutely abhorrent company that I hope goes bankrupt ASAP. No one at this company should be working anywhere near this industry.

Move size: 1 Bedroom Home Service cost: $4000