Compass Van Lines

I am sitting at my Public Storage now negotiating another $10-15,000 for the movers that Compass booked to load my things, on-site, nothing has been moved yet. Quote from Compass was apparently wrong & I have to pay more yet Compass has $6,500 of my money for what? I have spoke.n with 6 different people and no one who originally negotiated the deal is available. Seems like one big call center where all they do is transfer you to another agent but no actual one person is managing the contract. Complete disaster from ‘the price will not change’ to now you have to pay $10,000 more to get your stuff moved. For that much I can rent the trucks, movers & gas on my own but still have $6,400 to Compass (for what) to try and get back. Very disappointed that this would happen in this day and time. Come ‘on guys—I thought you were getting your reputation back. Just horrible!

Move size: 3 Bedroom Home Service cost: $16067

We've moved 21 times in 30 years for work, and have used professional movers for 19 of those moves. Hands down, WORST EXPERIENCE to date.

The sales call went well (big surprise) where they sold me on their service and their approach of charging by the cubic foot rather than by the pound. A few days before the move there was the quality control phone call where their agent told me that everything sales had told me was basically wrong - but I shouldn't blame it on sales since they had never actually loaded a truck (and the quality control agent had.) He then told me that my price (cubic volume) would likely be about 20% more than I was previously quoted. I should have back away immediately, so shame on me for not listening to my gut instinct.

On the day of the move the movers badly scratched the front door when moving one of the sofas out of the house. The front door is a "statement" door so the scratches stand out badly. The closing on the house is in two weeks and our realtor has told us that on final walk through the door will present an issue to the buyer on closing. When I called to complain, the quality control agent did not tell me Compass would make it right. Here's what the quality control agent at Compass told me:

1. It's not their fault - the movers are independent contractors

2. My quote "clearly" told me that they were independent contractors and I have no recourse against Compass.

3. I could take a $100 credit or file an insurance claim - my choice, end of their problem (the house is in New Jersey where, if you're familiar with the area, $100 wouldn't even cover the first hour of labor to have the door refinished and painted).

When I told him I found it unacceptable, that I expected Compass to make it right before the closing and final walk through he got quite patronizing and compared this to a car accident asking me if I would expect the person who ran into my car to make it right or if I would expect to file an insurance claim and eventually be reimbursed. UNBELIEVABLE!!

I've spent the last hour on the web researching Compass and have come across hundreds of reviews stating how horrible customer service is at Compass. Don't know why I didn't see them before, but if you're reading this and are thinking of using Compass please know those reviews are 100% on the money. Their customer service will be among the worst experiences you will ever have with a company.

Move size: 3 Bedroom Home Service cost: $8000

YOU ARE BETTER OFF TAKING A SLEDGEHAMMER TO YOUR OWN BELONGINGS RATHER THAN USE THIS COMPANY. We hired Compass Van Lines for our move from FL to WA after seeing good reviews on Move Buddah in Aug 2021 (back when the reviews were still good). Our move was scheduled on 10/7/21, and the movers who worked with us in FL were phenomenal. They arrived on time, thoroughly wrapped all of our furniture items before loading everything on the truck, and they performed their work quickly and seamlessly. That is unfortunately where the positive experience ended.

On arrival of our belongings in WA, MULTIPLE, large-item and expensive belongings were damaged and / or destroyed. My less than 1 year old Nordictrack treadmill that I paid extra for special handling was DECIMATED to the point of being unusable; internal electrical components exposed on the top, the underside of the treadmill damaged and unable to be placed level on the ground. We told them not to even bother unloading it off the truck since we would have to pay more money to have it sent to the dump. Several large pieces of furniture including two real wood bed frames, real wood dresser, lamps, inversion table were all significantly damaged. One of six tall kitchen stools is missing. I understand that damages occur during such a long-haul move, but the level of damage we experienced was evidence of overall negligence and rough handling of our belongings.

Furthermore, the moving company who delivered our items sent three workers, only one of whom was physically capable of doing the job. My husband acted as the fourth person on their crew and assisted with lifting all furniture items. Part of the moving agreement included full assembly and arranging of all items on delivery. Things were left haphazard in our home, nothing assembled. They also put several holes in the drywall in our new home. We had to hire an outside company based in WA to come to our home and assist w/ arranging and assembling furniture.

Our insurance claim has been formally submitted, and I hope this company will work hard to rectify the situation and reimburse us for the multiple damages. Until then, I would advise against anyone using this company.

Move size: 4+ Bedroom Home Service cost: $16000

This company was contracted by Sky Moving & Storage to move our items from Lewisville, TX to Schertz, TX on Monday, June 28, 2010. This was expedited only after the supposed mover did not call the day before and they didn't show up, and it was already near the end of the day. I later received a call from Steve from Compass Van Lines after 5pm that he'd be my driver, and would get to me when he finished with his current job. Except he didn't know when the current job would end. He and his crew didn't show up till 9pm. This meant that our items would not be delivered until the following afternoon.
 
When Steve went through the paperwork with me, I was charged $2.80/cu. ft. for quoted volume, and $3.80/cu. ft. for volume that was over. Since I was allegedly 200 cu. ft. over, that was an extra $786.60. 20 extra boxes of 5 cu. ft. each totaling over 200 cu. ft.?!! Compass charged me by the volume, contrary to Sky's quote that is by the weight – $0.81/lb within quotation and $0.90/lb for weight that was over! Not only that, Steve tried to fleece me by claiming his 'boss' wouldn't accept money order (for 50% of remaining quoted balance to be paid during pick up) that was made out to Sky Moving. In the first place, I didn't know Sky contracted the job to Compass until a few hours before Compass showed out, and that was late in the night on pick-up date. Even then, Steve wouldn't confirm the approximate time he would show up. Up to that point, I was under the impression that Sky was doing the moving. That was why the money order was made out to them. Yet Sky did not even have the courtesy to contact me 'prior to pick-up date' to confirm arrival as promised. Steve didn't care. The $528.00 money order was no good. I would have to re-withdraw the rejected amount plus the remaining balance. Total projected cost = $2804.00. I could cover $2276.00 (if Steve would accept the money order), but not $2804.00. Where would I get that kind of money? (The following day, prior to delivery, Steve said that he accepted the money order, so I only needed to provide the remaining balance.)
 
Compass delivered on Tuesday mid-afternoon, with some damaged furniture. The whole experience was a nightmare. Stressful, poor to no communication from Compass Van Lines, their attempted extortion, prospective burned finances, and plenty of wasted time. I learnt now what to look for in a mover company the next time I relocate. Certainly not Compass Van Lines. Any company that doesn't charge by volume isn't to be trusted. Furthermore, Sky did not offer an GNTE (Guarantee Not To Exceed) proposal, which allowed Compass Van Lines to charge me whatever obscene amount they wanted.

Service cost: $2276

I would definitely stay away from this company. We believe that one of their employees stole from us while they were in our home. My smart phone was with me the morning of our move. It was placed in our foyer along with some other belongings that the movers were instructed to leave alone as they would be traveling with me in my car. After the movers left and I began to gather my things and pack my car, I couldn't find my phone. My husband and I assumed that perhaps we had accidentally packed it. We tried calling the phone to see if we could hear it but didn't hear anything. The next morning, after we still could not find it anywhere, we called our service carrier and were told that the phone had been used to send text messages to unfamiliar Austin numbers and some of the data had been used as well. No one had access to my things that day other than the movers so I can't come to any other conclusion than that one of them stole from us. When my husband contacted the owner, Avi, to discuss this, Avi was belligerent with him and refused to believe us. I can understand wanting to trust your employees but he wasn't even willing to investigate the situation. Now three weeks later, we have also discovered that our camera is missing, another small electronic that was laying in the foyer on the day of our move. I would never recommend this company. While they may be cheaper, you might end up losing some of your things.

Service cost: $2500

My experience with Compass Van Lines was completely positive! From the minute the staff responded to my initial inquiry, to the moment the movers left after completing the transfer of my furniture and packing cases; everyone with whom I dealt was professional, competent, capable, careful, pleasant and precise. The amount that was estimated was exactly what I was charged in the end. Everything was explained to me in detail at every step. All that was promised was fulfilled in the specific manner it had been assured. Most importantly, these guys worked HARD! They were busy every moment, moved fast, and were meticulously conscientious. I can heartily recommend Compass Van Lines without reservation.

Service cost: $1500

My account rep was knowledgeable and assisted me in all areas of the move so there would not be any surprises. Not having any surprises regarding the quote was important to me and my budget. The movers who loaded me up in Texas and the ones who unloaded my things in Illinois were extremely professional and helpful. My items had not sustained any damage and were in good condition. They had been wrapped well. I would highly recommend Compass Van Lines. The estimate they gave to me was exactly what I paid. I also had to deal several times with another representative in the company when my rep was out of the office. She was equally as professional and provided me with the answers I needed. You read some horror stories regarding moving companies, but Compass Van Lines delivered on all fronts and I appreciated the excellent service in my transition.

Service cost: $1800

These guys moved me recently from Florida to my new home in Round Rock.  They were very friendly and helpful and did a great job.  I had to move out at the end of October and my new home wasn't available until the 15th of November.  Compass stored my items for me for FREE and when everything arrived there was nothing broken.  They even took extra precautions to wrap my furniture and protect the doorways when they moved everything.  These guys were great and I would recommend them.

Service cost: $1200