DN Van Lines

Look for a company that values its customers, respects their belongings, and honors commitments. DN Van Lines, regrettably, is not it.

I had an exceptionally poor experience with DN Van Lines. I've used the company twice prior to this with great success and was expecting the same thing this time. When the opposite happened, I thought perhaps it was just a once-time incident and not reflective of the norm. However, the reaction management had when advised of the extent of the issues, regrettably, compelled me to reconsider and leave this review.

I spoke to Elizabeth to arrange the moving service. I expressed that I was a return customer and how important it was to me to have a positive experience I had twice previously. I even requested the same crew I worked with before, if available. I had a specific request - a couple brand new blankets for the velvet couch so the fabric was not soiled by blankets that may have previously been on the ground. Elizabeth noted these down, and indeed when the team arrived they showed me a handwritten sticky note - "return customer requested the same crew, "please use new blankets for the couch".

The blankets used for the couch were visibly very used with stains and holes. When the asked, the moves said it was “the best they could find”. The drawers of an MCM dresser I advised was one of a kind were taken out and stacked into one another without any protective wraping. Despite my request, this was not remedied and, on arrival, I immediately pointed out very visible scratches in the smooth finish from rubbing while stacked. A $1,500 floor lamp I said was valuable and asked to be wrapped in blankets was placed in the track without any wrapping. When asked, the movers assured nothing would happen to it. Once unloaded, I saw many small scratches on the dark base metal finish. That lamp was purchased new just a few months prior and arrived flawless. The couch was simply too heavy to handle for two men. The team kept trying to drag the couch across the floor instead of lifting it and I felt awful having to politely remind them to please pick it up over and over. Sadly, the decorative metal bars around its sides coated in shiny black enamel arrived scratched, as I feared, from being dragged. Lastly, another floor lamp arrived with a base that completely shattered, which the team neglected to mention until I noticed at the very end and inquired. In the end, of the 8 items that were moved, 4 arrived damaged or broken!

The following week, I kept receiving requests for review. I replied, advising I was very disappointed. Aren, the company's sales manager, immediately called me and I explained all of the above in detail. He was very understanding and receptive, and apologized profusely. I politely said that mistakes happen, but that I was looking for a refund of the moving fee ($900) as a sign that the company took full accountability for the fact that its team failed to deliver a good service to a 3-time return customer despite extensive discussions and notes to the team. Aren, stated he would relay everything to the company's owner, Oded. In the meantime, I would have to submit a written claim with photos. Once I submitted the claim, the company immediately changed its tune from understanding and apologetic, to attempting to gaslight me into believing that the items I claimed were damaged during the move had pre-existing damage, that some damage is expected in the process of moving, and that I submitted the written claim outside of the timeframe dictated by the company policy. They were willing to compensate for the damaged items at $.60 per pound of weight as required by law. That was $300 total. After two months of attempting to explain and Oded replying with long delays, I requested compensation be issued as offered and required by law. Suddenly, Oded replied that I have to release the company from any and all liability with regard to the claim to even receive the compensation dictated by regulation. Navigating this new argument took another month until I finally received compensation.

Move size: Studio Service cost: $900

The DN Van Lines were great to work with over my last move from Belleview to Ponte Vedra. They made sure that I was aware of all of my options before agreeing to anything. Matt at the Jacksonville office helped me make up an appropriate schedule and insurance package for their services; which was great! I was so busy before the move, and their office staff and movers all made it so much easier to accomplish on a schedule! I would definitely use DN Van Lines again in the future.

Service cost: $890

AVOID THIS COMPANY.
Recently moved to another house within the same town. This should have been a very easy move. After settling in, we discovered that one of our wardrobe boxes was never delivered to our new home. The box contained all of our winter gear (coats, hats, gloves, boots, etc). Close to $2,000 worth of items. Contacted the company and they were very blasé about it and questioned whether the box even existed. They said they would look for it in their warehouse (without even asking for a description of the missing items to look for) nor did they seem to care. We did not ask for a full refund or the full value of our stuff, we just wanted some help so we could start replacing the lost items. The owner was very arrogant and cited some technicality in our agreement. He eventually offered to refund us a whopping $200 which he thought was very generous (after we paid him thousands of dollars for our move). We are taking legal action and will not be using this company for our next move.

Move size: 4+ Bedroom Home Service cost: $4000

Liz helped us put together a multi day move and up until the last day of the move from storage all was moving along smoothly. Yes we have broken items that frankly the .60 on the pound really doesn’t cover the cost of sculptures, antique shaker baskets, expensive pottery, breaking. We should have taken out additional insurance on those type of items, live and learn but that was not the worst. During the last day of moving we began to open boxes as they were coming off the truck to find an item. What happen next is the thing that really was disturbing… My wife later reached into a box from the last shipment and pulled out a water bottle half filled with urine! Mind you we do not drink bottle water at the house and we went and got water for the team. When I brought this to Oded’s attention he asked all the members of the move team and surprise no one admitted to it. Here is his quote



“ The only similar situation I've ever dealt with was when a customer complained that items that were clearly trash, like empty bottles of detergent were packed. In that case we explained that our crews are taught not to judge what is rubbish and what is not. As the idiom goes, "one man's trash is another man's treasure."



Is it possible that this was bottle was somewhere in the house and just packed?”



Insulting is how I would take this. Oded mentioned that he could find

No motive for the action with his team

No pattern of this type of behavior ( I would hope not!)

No one confessing to doing therefore it is something that can not be explained while acknowledging it did happen.



Look I don’t care how he handles it within the business. We spent over $16k on this move and I expect a certain level of professionalism and decorum. Just imagine your wife pulling out a water bottle from a box half filled with urine.



I would not recommend using this company for that reason alone.

Move size: 4+ Bedroom Home Service cost: $16500

I've used many movers in the past, but this company stands out head and shoulders above them all. I moved this March to Boston under a tight timetable and an even tighter budget. These guys not only showed up when they were supposed to, they also actually beat the quote that they gave me. Now don't get me wrong, these guys were NOT the cheapest option out there, but considering they showed up on time, came in under budget, did not damage any of my furniture, and did it all with smiles on their faces, I could not ask for more. If you're thinking of using them, I recommend you do and you won't be disappointed.

Service cost: $1984