Charter Van Lines Inc.

I hired Charter to move me to PA. I spoke to Alex B. I was told 1 price and then because he didnt do his job, the movers wanted to charge me Another $900 to complete the job. Alex did not give me enough space for my belongings. I gave him a written list of all the property to move and apparently he did not read it. Today I had to rent a uhaul to move my stuff. I called Charter and the manager hung up on me. She was very rude. Yes, I was upset and said a choice word. All I want was the payment for the uhaul returned to me. Now because of this I do not have enough funds to pay anything else needed. I have gone for 2 mos with limited food because I was Saving for this move. I am worse off now than before. I called Mr. GRAY the VP of customers to speak with him about the matter. I am waiting for his call.

I live on a limited income and cannot do this. I am disabled and a Vetetan.

Alex talked me out of the company I was going to use. This man owes me an explanation and apology. The company owes me money and refuses to pay.

Date of initial contact 11/18/2023.

Deposit of 669.68 pd via cc. Remaining balance of 912.33 given to drivers at pickup. Bal due at drop off 912.00. Cost of uhaul rental (11/29/2023) 219.87, helper fee 50.00.

Now they say if I put my stuff in storage for 30 days, it will cost me another 300.00 for dlvry. Alex said it would not cost me anything. Im in a huge delima. I need help.

Move size: 2 Bedroom Home Service cost: $2474

I took a very last minute job interview out of state and ended up getting hired on the spot. I needed to begin work immediately and find an available rental, on top of a ton of other things. Charter Van Lines gave me an immediate quote and scheduled the move for the dates I needed with no problem. While the movers were packing my things, the Charter Van Lines Agent kept me informed the entire time. My things were delivered on time, packed neatly, and had no moving damage. This company seriously takes a headache out of moving! Thank you!!

Move size: 1 Bedroom Home Service cost: $2620

Outstanding! People rarely take the time to write a thorough positive review so here it is. Moving is a stressful process, but hiring Charter Van Lines takes the stress out of moving. They were fantastic from the get-go and communication impeccable. In fact, all communication up until the movers arrived was via email / calls and they took care of all of my needs. I knew what was happening and when and kept them informed of my packing and what would need to be moved and what I was moving myself.
Here's the breakdown:

1) They had EASILY the best rate, hands down.

2) Between my girlfriend and I, we have enough things I was expecting it to take at least 3 hours (as all of my previous moves took at least 4 or 5) and these guys took around 2.

3) At least once, everyone expressed their well wishes and congratulations. That might seem random and not important in the grand scheme of things, but moving is STRESSFUL and it's nice to have great, supportive people around you.

4) One items I was especially worried about was my great-great grandfathers organ that has been passed down for generations. They handled it perfectly.

On moving day, the team arrived on time, and I directed them to the location closest to my apartment, they got going in a hurry. As a matter of fact, even with a little glitch of being unable to utilize the elevator key, they completed the packing of the truck at my first location with ease. I had everything packed and arranged as they requested so they could get to work quickly.
Just an excellent job overall and I truly appreciate the hard work from start to finish.
Highly recommend seeking out Charter. I will be using them again for future moves.

Move size: 2 Bedroom Home Service cost: $2750

In June of 2018 I searched on google for a moving company and input my contact information into a website to have a moving quote done for my upcoming move. The move was to take place from Irvine California to Alexandria VA with a pickup date near the end of July. I was inundated with calls an emails and received quotes from 3 companies over the phone. I spoke initially with Charter Van Lines (MC#964891) who provided a quote over the phone and when researching online had several great reviews on yelp and other websites which now appear to be fake given the large volume of recent very negative reviews. Charter required an initial deposit of 1/3 of the price ($815) and would not release the name of the carrier until 7 days prior to the pickup date which is after the non-refundable date of the deposit. Sky Van Line arrived for pickup on the 26th of July and during the walk through the price was increased from $2465.67 to $3419.89. I did not have any time to find another mover and therefore reluctantly signed for the increased price. Sky Van Line (MC# 809843) has yet to deliver household goods as of 14 September 2018 and appears to be screening phone calls
Today, the 13th of September, marks 30 business days since the first available delivery date of 3 August. I have been unable to reach Sky Van Line directly and can only get information through Charter Van Lines. Detailed call logs created over the past several weeks, and voice recordings of each connected call are available.
I now assume that my items have been stolen, since I am unable to reach the company allegedly in possession of my items, and unable to get a legitimate location of my items. Therefore, I am in the process of trying to reach the proper department in the California police department to report my items stolen, so I can file a claim through my insurance company who require a police report.
Additionally, Sky Van Line is owned by Yaacov Perez with an address of 14937 San Fernando Mission Blvd Mission Hills, CA 91345, Mission Hills. Yaacov Perez and the Sky Van Line address are associated with the additional following companies: Sky Van Line - MC#809843 Lion Transportation - MC#
553139 Pure Moving Systems LLC - MC# 757948 Apple Van Lines - MC# unknown

I have contacted Move Rescue who have offered to aid in recovering items. Last conversation was on Sept. 10. Still awaiting an update from Move Rescue as of 14 September.


FMCSA complaint # 100115886
BBB complaint # 90456711


THIS COMPANY GIVES BUSINESS TO KNOW SCAMMERS!

Move size: 1 Bedroom Home Service cost: $3419

First of all..If you haven't heard from other reviews, these people are a broker. All they do is google search movers in your area and then go with the cheapest, poorly rated one they can find. We did not hire the end company and were only told the day before they arrived. Basically we kinda got the hint there was something fishy going on when they told us to make the money order out to a different company but we were never told outright who was showing up. We were told the day before our move that they would be there to pick up our stuff on sunday instead of saturday, now we have to change our hotel reservation. Sunday comes and they said they would call us before they arrived. They did not. Only after they appeared did we meet One Way Van Lines. The Crew of three took 4 hrs to move a house that was completely packed except for large items like beds and dressers. One of the crew even hung out on his phone for a decent amount of time so they other guys could get some work done, how nice..When they finally got the load packed and we looked at the paper work we realized that not only could these guys not speak english but they couldn't write in english either.
As Soon as they left we had to rush out to get to our hotel in north carolina, we were moving from Delaware to Florida. Once we got to Florida we were immediately asked for a move in date. Our house didn't close for about a month/ month and a half and we let them know as soon as we found a place that we could move in on September 4th. We heard nothing from One Way until WE called on the 4th to get a status update. We were then informed that Charter told us 5 business days to get our stuff, and that was a lie. We were then told by dispatch that it would be 10 days and that it should be sent out that coming friday. We hear nothing on friday so we start emailing and calling, just to be told that they only one who can answer our questions is bryan or Brayn Lucas from one way. So, we are told by one ways office to keep trying him and we did..for a whole week. Now since we are not getting a response we start contacting the BBB of the state where we One way is located (Maryland) and Florida as well as the attorney general. They suggested that we contact the local Police in Maryland. After contacting the Sheriff they said they knew exactly who One way was and would send an officer over there to check things out since they said they knew they were a scam. As we were sending the Sheriff over I got on the phone with Charters Customer service that swore up and down that One way was Awesome and that I shouldn't believe the negative reviews. Well, after laughing at how stupid and naive they thought I was I was put on hold and when she came back I was told that she called bryan from one way and that he said we spoke to us the day before. We did not! After I got off the phone with Charter we heard back from the police that said that One Way could hold our belongings for up to 21 days and that while Charter spoke to Bryan at One way the office staff told the police that he was out of the country. I proceeded to inform Charter that The person they said they talked to was out of the country so how could they have reached him so quickly especially since he was not returning any of our calls or emails. Finally, after my wife loses her cool with the staff at One way she is told to only contact bryan and to leave them alone. We only want a move in window that isn't weeks away so we can plan out work and school. Read the reviews on both One way and Charter Van Lines the 5 star ones are most likely fake and I've reached out to the ones that give a heck of a lot of detail and we are all seeking legal action. See the pictures below of their packing list and tell me if you want these people handling your life possessions.

Move size: 3 Bedroom Home Service cost: $5100

Charter Van Lines in association with Mid​ ​West Movers ​provided the worst moving service I could have imagined​. Please read the following details for my experience, but as a brief note I will encourage every single individual who ever moves cross country to use any other moving service. They were rude, inconsiderate, uncaring, did not take care of my furniture, and was overall the worst customer service I've ever dealt with. I have worked in customer service for 15 years and have never witnessed anything like this.

It started with a very pleasant salesman, Mac Cather. He took the time to talk up Charter's 24 years of excellence and told me all about the outstanding care and customer service that goes into their move. We talked through the items I would need to move and while deciding if I would move a few items or sell, I.e. washer and dryer, he was quick to tell me they could be removed from the quote easily the day of the move. He knocked off the price using "manager discounts" to lock in my sale. When we discussed pick up and delivery, I gave him the 48-hour window which he said was perfect and the delivery date of August 16th which was "no trouble at all" and could "definitely" be there that day. Unfortunately his smooth talking schemes worked so I signed. I *never* heard from him again. Even after reaching out to him several times to address my concerns or discuss items he promised me on the contract.

The first issue was pick up. I was leaving the country on August 9th, so my pick up window was for the 7th or the 8th. I received a phone call the evening of the 7th telling me, not asking me, that the pickup was going to happen on the 9th. When I advised them I would be out of the country, their flippant response was "can't you just give someone your keys?" When the answer was "no," they told me it would be the 9th or my money back. Having such a tight turnaround I had absolutely no option but to ask my mother who lived two hours away to come take care of the move.

The day of the move, the movers were four hours late. They said they would arrive by noon but did not show up until 4:00. When they arrived, they told me they could not remove the larger pieces of furniture that I had sold off of my quote like Mac had claimed. I called customer service and spoke with Isabelle who was one of the most unpleasant, rude, and insulting customer service agents I have ever spoken to. She argued with me and gave me the same response that it was either an all or nothing, forcing me to pay the higher rate. Getting concerned about how poorly things were going already, I asked her to confirm that delivery would take place on the 16th. She told me that it would be within 10 days of the 16th which again was not what Mac had so confidently lied to me. I again brought to her attention that this was in no part what was communicated with me and again, she was rude, uncaring, unwilling to work with me, and flat out nasty in refusing to hear my needs and concerns.

My mother who was with the movers in my apartment called a Mid West Mover rep, Ashley, who assured her under no uncertain terms that the truck would arrive at my apartment on the 16th.

On our drive to Texas, we called Ashley again to confirm delivery as it was set for Thursday and by Tuesday we had not received an update. Only after we called did she tell me that the delivery had been delayed and she did not know when it would be coming. We called again on the 15th and the 16th with the same response.

This continued for a month. We called twice a week, each time with short and uncaring response of "I don't have any update." We came to find out that my furniture had been unloaded from the truck in NC and placed into storage for who knows how long, then moved to another storage unit in KY. These updates were only given to us when we called - not once were we contacted first regarding an update. I had to file a complaint with the DOT to simply try and move things along, but still did not receive any additional information.

When the furniture finally came, on September 22, there were broken lamps, dressers, glass, etc, and water damage on several of the boxes, a hutch which ended up destroyed from water damage, and a living room chair. Several of the boxes, both cardboard and plastic were completely trashed and I was in complete amazement that anything survived. It was clear they had simply literally thrown the furniture and boxes around with no care.

In summary, I have never felt so disrespected, so uncared for, and treated so rudely by a company in my life. I do not understand how they've stayed in business for 24 years, but sincerely hope that run ends very soon. There was not one time where I was directed to a supervisor, offered a worth-while discount for the issues they've caused (they offered $100 for the pick up delay and $30/day for the delivery delay but only gave me a total of $60 off), or shown one iota of consideration for this. I beg you not to use this terrible company and if you speak with Mac, Isabella, or Ashley do not expect any professional customer service as it will not be given.

Move size: 1 Bedroom Home Service cost: $3000

I had a need for two separate moves from Florida to Utah and Florida to Texas. When I paid the deposit and agreed to have Charter Van Lines move my household belongings, Bobby assured me that I was contacting “one of the top three moving companies in the country” and that I could count on the service and quality of the company. Bobby said that I would have direct access to him to help throughout the entire process. Even though I tried serval times due to all the problems and inconsistencies, I never heard from him again.

Now after the pick up and delivery to both destinations, I can say that Bobby’s assurances could not be further from the truth. When Bobby sold me on Charter Van Lines service and that I’d be working with Charter Van Lines directly. In reality, Charter hired Moving Wise who then hired a different entity to pick-up and a third entity to move the contents (going in and out of multiple trucks and remaining between Orlando and Miami for over a week) and fourth company for delivery. Now two, three, four steps away from Charter Van Lines everybody points the finger at someone else and nobody is responsible. Bobby told that the same truck that picked up would deliver. Not so - what a joke!

The Texas move included a dining room table (solid wood worth over 3k). To my surprise and in spite of the fact that the total move was under the minimum square foot, the pick-up driver took the table apart. I was assured that the table would be reassembled at delivery. Well….at delivery not only was the table broken (see attached photo) but also the hardware was lost. The delivery driver did nothing to rectify the situation leaving without providing any help whatsoever. In addition, a hand-made stool (made with glued dowel joints) was “disassembled” meaning torn apart and completely destroyed (see attached photo).

The driver for the Utah move assured us several times both verbally and as documented on the paperwork signed at pick-up that as long as a 26ft truck (the same size as the truck that picked up the load) could do the delivery that there would be no additional “shuttle charge”. Then five days later Moving Wise called to tell me that the credit card payment they accepted at pick-up would not work and they needed payment by Venmo or my contents would not leave Florida. In hindsight, I’m sure this is because they knew the service would be terrible and they did not want us to have recourse with the credit card company. Based on the ultimatum, we sent the Venmo. Then we were told that there would be a separate $1,000 shuttle fee and another ultimatum. After contacting Charter Van Lines customer service twice and getting no help - only finger-pointing, so again we felt forced to agree. 

This has been a terrible experience and the opposite of what I was promised. I strongly suggest you do not hire Charter Van Lines or Moving Wise for your move.

Move size: 4 Bedroom Home Service cost: $4000