Emerald Van Lines

Run. Don not walk. Run away from this company. We hired them to move us from VT to MT for $16,000 plus for white glove service. Our belongings arrived 2 weeks late and 75% of our belongings were not packed, destroyed, broken, scratched. The contracted delivery driver was so appalled at the condition of our belongings upon opening the trailer, he wouldn’t take them off the truck till he notified his supervisor. We filed claim with proper paperwork and photos. We received NO response. I made multiple calls. Mailed a hard copy certified. No calls returned. No emails answered. No letter sent to us. Mayflower moved us from FL to VT prior and it was exquisite care. Our belongings were packed, wrapped, protected and delivered as noted in contract. Had mayflower delivered to MT from VT, we would have gone with them. Emerald is horrific. How they stay in business is beyond me. Thankful to have an attorney under our belt now to see if we can recoup any losses. Unconscionable unethical company. I regret not researching them on BBB first.

Move size: 3 Bedroom Home Service cost: $16000

After having a horrific and dangerous experience with another moving company, I was apprehensive about my upcoming relocation. My partner and I were relocating, so I conducted more research to identify a reliable company. After reading positive evaluations and communicating effectively with this Company, we decided to hire them. Throughout the process, they were cooperative, communicative, and trustworthy. I would definitely recommend this company and hire them again!

Move size: 3 Bedroom Home Service cost: $4562

I felt confident choosing this company with the sales rep. I list all the items that would be moving and HE SAID what size I would need. I put my deposit down and the day came they REFUSED TO TAKE my items unless I gave them an extra $3,000 and they refused to give me the deposit back!!! ?

They do not do what they say they are going to, contacting them has been a nightmare and I now have out a bunch of money ?

NEVER EVER USE THEM.

Sincerely a poor collage student that did not have the money to spare

Move size: 3 Bedroom Home Service cost: $4500

This company will take your deposit and forward you info to another company that may or may not show up on move day. I got a no show for the date of my move, no call from emerald nor would they answer my calls, and a call two days later from another company they referred to. Emerald still won’t take my calls or return my $2200 deposit. The quotes they emailed disappeared after a couple days so it was all fake. They responded to my Google review and said I cursed at them. I didn’t. But if they responded to their customers like they do their reviews, they’d be gold. Don’t use this company. The great reviews are fake and paid for.

Move size: 3 Bedroom Home Service cost: $6600

I was very disappointed in our experience with Emerald Van Lines. In the initial contact, the rep made promises that were not kept. He quoted us the ‘worst case scenario’ price and we were charged almost $1000 more. The move was subcontracted to another company but we were never informed of that move. Some items that were included on the inventory list were not moved, as the subcontracted company said there was no room for them. We had already deleted some items on the inventory and reported that to Emerald. The rep told us he was adding extra cubic feet to our inventory so no need to worry about space. This resulted in our having to rent another trailer to move it ourselves with the help of a relative who drove 7 hours in their vehicle with a trailer hitch. The rep stated that our baby crib would be set up upon delivery but the subcontracted company said they couldn’t set it up for liability reasons. He also said to fill drawers with clothing items since the furniture would be wrapped, thus requiring fewer boxes. The movers had us remove the clothing and box it up separately. After receiving followup phone calls from Emerald reps, we realized that we had been given erroneous info from our salesperson, called back 2-3 times leaving a voice mail for him to return our call and never heard from him. Left a message to speak to the GM, and she never returned the call either.

We were never told that the move would be subcontracted to another company, however, we were pleased with the work done by them. (Wish we could have used that company from the beginning.).

Would not recommend Emerald Van Lines to anyone after what we experienced.

Move size: 3 Bedroom Home Service cost: $4609

I am a very trusting person and moving my home long distance requires a lot of research to find a company you can trust. I am not going to say that you can Trust Emerald Van Lines because my dealings were with their employee Patrick. Patrick came off as a real genuine guy willing to help and saying all the right things. He promised that his company was the right company and that we could trust them. Even after I had booked another company Patrick called me the next day to tell me what a mistake I made, and I trusted him. I went through an ordeal to cancel with that company, only to get utterly screwed by Patrick. I was estimate a total Cubic Foot move of 975. I counted every box, took every measurement and went over this with three people through the process. On the day of the move running back and forth, the movers packed the truck and did not do so efficently incurring an overage of 400CF and costing more than $3000 more than initially estimated. If I wasn't moving out of state I would have told them to take every last thing off their truck and play hard ball, but since they have you at that moment their really is nothing else you can do. I tried to reach patrick almost ten times to be told by the customer service manager, "sorry once the salesman is done with you, you can't talk to him again." this is where I have issue with Emerald because that is an utterly bs answer to give anyone. Do you self a favor and never use or trust this company as they don't stand behind their estimate and they sub out your load to numerous carriers. Horrible. By the way it took me two weeks to get my bed to sleep in after all that.

Move size: 3 Bedroom Home Service cost: $5800

My personal luggage was open and tagged by your assigned carrier. Also, he asked for extra money even though, he was delivering to a shorter distance than originally planned. He try to intimidate me and collected his money before delivering the items to my apartment.

Overall, I was completely disappointed with his service.

He did not respect my age, nor help me unwrap the cover of my bed mattress, heave as it was. His only goal was money. That's it! I ended up paying $2,700.00 for a short 9 hours drive. Never again will I use our company.

Frances Mahan

Move size: 1 Bedroom Home Service cost: $2700

Emerald is a broker who downloaded our job to another very fraudulent company. They gave us a quote for an estimated 2000 cubic feet and then the other company promptly upcharged our move by over $7000.Movers arrived 4 hours later than their ETA.They refused to load the truck until we signed the new contract, held our belongings hostage for over 2 weeks while we attempted to negotiate to no avail. Our belongings arrived broken, hardware missing, Baby grand piano still sitting on it's side because hardware is missing. Frame to the piano is cracked due to poor handling. Movers would not unload until paid in full with the upcharges in cash. Boxes were left in our garage belonging to someone else, multiple boxes belonging to us are missing. I would never use this company again and fear this is how they make their profits with everyone. Terrible experience!!!

Move size: 3 Bedroom Home Service cost: $17312

I THOUGHT I was partnering with Emerald Van Lines. NOBODY told me otherwise, until I got a call from a different company that had my information, but did not have the CORRECT information. I was promised by Emerald a next-day move-in, meaning we pack up one day, and the next day they are moving us into the new house.

The movers Emerald hired didn't know about the second location of the move ( we had TWO locations we were moving from), they were late on moving day, didn't contact me about when I would be receiving my items, charged me DOUBLE what I was quoted, broke some family heirlooms and furniture, and actually STOLE some of my belongings! And I could get NO HELP from anyone at Emerald! As long as they got their money, they wiped their hands of my issues and NEVER contacted me again, even though I sent several emails and called many times.

If I had been told that we would be sitting in a completely empty house for an entire week, I would have gone with a different moving company! I was promised next-day delivery from Emerald, but the company that THEY contracted out said I would be lucky to get it within a week! When I contacted Emerald, they then promised me a two-day delivery, just to shut me up and not cancel the move. So I agreed to that, and yet, the movers still brought my stuff a week later.

I had no recourse for this and had nothing to sit on, sleep on, or cook with for seven days, and all with a young child in my house!

I would NOT recommend using EMERALD VAN LINES for your move, unless you want to be lied to and upcharged!

If I could give them zero stars, I would. They're crooks and liars!

Move size: 3 Bedroom Home Service cost: $10000

Pros:

--Were able to take my moving job at the last minute after issues with my original movers/truck company. Move scheduled for 12/1 (with possibility of 11/30 -- this is important later)

--Tried to work within my budget.

Cons:

--Actual move ended up being double what I was quoted by Emerald. They contract out to smaller companies. Had I realized, I would've gone with another company.

--lack of communication between Emerald and contracted movers. The movers came 11/30, but Emerald had my move down as 12/1 and sent a check-in email the day after my actual move. Emerald, it's hard to contact you real-time about a move if the move is over by the time you send the contact info.

--When I tried to talk to someone about the lack of communication from the movers, I ended up chatting with the receptionist was incredibly rude and not helpful. Again, because contracted movers called me after 4pm to tell me they were coming the next day and didn't follow up on my concerns until after 5pm.

--contracted movers called me after 4pm on 11/29 to tell me the movers would show up 11/30 (and not 12/1 like I was told by Emerald earlier in the day) between 6-9 AM.

--contracted movers again called after 4pm on 12/8 to tell me they would be delivering between 3-7pm on 12/9. Apparently it's hard alerting customers when you're delivering in a timely manner.

Emerald sold themselves HARD to make the booking, which makes the resulting move even more disappointing. I'm hoping that the communication snafus & timing issues are due to my having to book last minute. Overall, the movers who picked up my stuff did a great job. I hope I still feel this way after they deliver. But if you can't accommodate a customer's dates or communicate in a timely fashion, don't take the job.

Move size: 1 Bedroom Home Service cost: $4500

After getting a competitive bid from Emerald for a move within the state of California, I was offered the opportunity to make a deposit payment to secure the rate since we were not yet certain of our move date. I was prepared to do this when I received a terse email stating that they were not authorized for Intrastate moves within California. They didn't KNOW that?? I was abundantly clear from the start that we were moving within California.

It seemed insane to me to receive this information in a short email without explanation or the courtesy of a phone call!

After I got this piece of news, I called 4-5 times and emailed, John, my rep for some kind of explanation, or, at the very least, a recommendation for another company.

NOTHING!!

Upon viewing the home page of their website, they clearly state rates for long distant AND local moves, and California is one of the listed states.

All I can say is .... Buyer Beware.

Move size: 2 Bedroom Home Service cost: $3000

This company is just a 3rd party who first call you and give you a quote-based on the estimated move amount you expect (256 cfu, that is their minimum). Few days before the move they call again and ask you to pay extra just so that the movers don't ask more price for any of your extra stuff. For me I had a very small move for which initially they charged around 2091 but again they called for a check and charged me extra 700 dollars saying that this amount will be refunded if I don't use. I made sure to keep the least amount of stuff. The day the movers came, they are firstly a 3rd party who don't take stuff anything less than 436 cfu therefore in paper I have 436 cfu but my stuffs are much less than that. Even the movers who came told that its much less but the minimum for them is 436 so on paper nothing less can be written. emerald vanline takes advantage of this and end up saying I used 436 cfu but the reality is I never used that much space, even the list of my stuff shows that there was never that much of used space. Never use this and file a lawsuit against the company.

Move size: 1 Bedroom Home Service cost: $4391

We recently moved with Emerald Van Lines. At point of sale we were assured 5-10 from date of pick up and that the foreman stays with the items. It took 3 weeks for our stuff to arrive, without the same foreman. We have boxes missing, and two boxes marked “fragile” were destroyed. At point of sale we were told one card covers all costs, yet when they picked up and dropped off our stuff we had to make cash or money order payments. It’s shocking to me in this day and age of security anyone wants cash. Our stuff was supposed to stay in one truck the entire time, according to the sales person, but in fact it moved to at least 4 trucks. Finally our drop off date was a few different times confirmed, but on the Sunday date (Super Bowl Sunday) he was supposed to arrive at 2PM. At 145PM the driver called and said he was not going to make it. No worries, it’s not like we didn’t move around everything to accommodate his 2PM arrival-perhaps he should have waited until closer to 2PM to tell us. After the Super Bowl ended he was texting my wife about the game, clearly meaning to send it to someone else. Yep, he canceled on us 15 minutes before scheduled arrival to watch the Super Bowl. This really shouldn’t matter since most people don’t move multiple times in short order, but we happen to be those people who will move a few times in the next 6 years. Emerald and any company they contract with will not be called again.

Move size: 3 Bedroom Home Service cost: $10000

This company is a broker & sold our move to 2 other companies which have handled it so poorly. Emerald assured us that they only use the best delivery services and that has clearly not been true. It's been 21 days since our items were picked up and we have 0 update on where they are or when they will arrive. Last update was 3 days ago, that our belongings were still in TN but LARRY from Emerald Van Lines assured my partner that it would be here no later than the end of the week. Tomorrow is Friday and we've heard nothing.

Move size: 1 Bedroom Home Service cost: $4000

I requested a quote from this company it was about 2k higher than the rest of the places i got quotes from. After the call i recieved several texts requesting an update. I quickly responded that i found a place with better reviews and cheaper. The rep that helped me Casey was quick to start lecturing me through text message about how they were better than everyone else. I quickly noticed that 3 paragraphs of text were sent to me lecturing me. Instead of just them moving onto the next customer. Weeks went by and Casey texted me again. I thought i had made it clear the 1st time that they were not a fit for me. Well she still didn't want to take NO as an answer and got upset when i told her at this point its harassments. This rep posted my phone number on car insurance, health insurance and any ad she could think of. I now get about 13 to 20 calls a day all because she got upset and posted my phone number everywhere. DO NOT DO BUSSINESS with this company!!!! Police Reports will be filed on CASEY. A simple NO is not accepted by this company.

Move size: 1 Bedroom Home Service cost: $4000

DO NOT TRUST EMERALD VAN LINES. TLDR: They did not honor their contract, lots of my stuff is damaged and/or missing, and their customer service has been terrible at responding. This is not a trustworthy company.

I used Emerald for a recent cross-country move (Feb/Mar 2023). I hired them because they had good reviews online, but this is deceptive because they hire subcontractors who do the actual move. The subcontractors they hired (Movers Van Lines) were terrible -- lots of my belonging were damaged and STOLEN. I paid Emerald for "white glove service" where the movers are supposed to assemble and dissassemble all furniture. This was apparently not communicated to their subcontractor because Mover Van Lines REFUSED to reassemble my furniture upon delivery, so I paid for a service that was never rendered and am still waiting for the situation to be rectified.

The most significant damage to my belongings was also due to BREACH OF CONTRACT -- the movers did not pack items according to the instructions in our contract. For example, the contract states that their services include “Disassembly of all standard furniture required for safe transport.” The furniture that was not disassemble is now damaged because of the lack of disassembly (e.g., The legs were not taken off of several tables. Heavy things were placed on these tables, causing the wood to crack due to the distribution of weight on these legs.)

Both Emerald Van Lines and Mover Van Lines have terrible customer service. It took two months for Emerald to create a Bill of Lading which is required in order for me to make a claim for all the damage to my belongings. Emerald is shirking responsibility for this experience and says it's out of their hands. A quality company would care for its customers.

Move size: 2 Bedroom Home Service cost: $7718

The only reason that this company has a good google rating is because they 1. overcharge you and then 2. in order to get any money back from the overcharge, you have to sign a form stating that you will not file a bad review.

My move was supposed to cost $2500 total. The final cost was somewhere around the vicinity of $4100.

Of that almost $1600 difference, Emerald agreed to reimburse me $426 stating acknowledgment that I was overcharged that amount. However, they would only reimburse it if I sign a waiver stating that I could not post or review Emerald negatively on any social media platform.

Additionally, a portion of the overcharge they will not agree to reimburse was based on sq footage. Emerald takes a detailed inventory list and THEY estimate your sq footage based on that list. I was detailed down to the box and only ended up adding 2 small items after the inventory list was finalized. They have denied paying back the additional sq footage stating that “

What we gave you is an estimate and if it goes up 1-100 cf it is normal, it happens with estimates” Each cubic square foot costs $5.50. Their estimate was 88 cubic sq feet off which is an insane mistake on their part.

Unfortunately, I had no choice but to sign the paperwork acknowledging the new sq feet because they told me about the additional square footage after all of my things were loaded onto the truck and stated that if I didn’t sign the paperwork acknowledging the extra square footage, then they would not proceed with the move. I had no choice in the moment to sign this paperwork or find my things stuck on the side of the road in New Jersey with no moving plan.

- Side note, Emerald (the broker) stated my things would be delivered in 7 days. At pick up, Century (the moving company) stated 14 days. My things were delivered at 12 days.

- After pick up, and while waiting for my stuff to be delivered, the company then emailed me to inform me that I would have to pay a $750 shuttle fee because their truck couldn't fit on my street (I live on a major thoroughfare that allows trucks). When the ‘shuttle’ showed up, it was a Uhaul van that cost them less than $300.

Now here's the major kicker. At first, I refused to sign the waiver because I was not willing to give up my right to review them honestly and asked for additional information so that I could take this to claims court. However, I have had some health scares since then and lost the energy to follow up so I asked for the waiver to be resent so that I can at least recoup the $425. On March 17th, they agreed to resend the waiver via docusign so I could receive the refund. The last email I received stated "Stand by, we will send today." Since then I have emailed NINE times in 2 months with no response, no waiver, and no refund. I will be reporting to BBB but if anyone sees this, learn from my mistakes and STEER CLEAR.

Move size: Studio Service cost: $4100

I wish there was NEGATIVE STARS!!!

I have moved 4 times in 7 years & this has been the worst experience I’ve ever had.the sales reps are overly nice & helpful & take your inventory, but now I realize they have NO IDEA WHAT THEY ARE DOING. This is a BROKER company who takes your info and sends it to whoever can show up at your door. They MAY OR MAY NOT come when you schedule your day & time, so be VERY FLEXIBLE as they come whenever they damn well please. And if you call, they MAY OR MAY NOT know who is coming to pick up your belongings, and when they show up they are in TOTALLY unmarked trucks & trailers.

When the movers do arrive, they will look over the inventory before they touch ANYTHING and tell you the contract was done completely wrong by the broker (Emerald) who by the way called you days ago to verify your inventory prior to your move and probably upped your total cost, they too, will refuse to load the truck until you pay them a couple thousand dollars. You see, Emerald doesn’t list things properly so the movers can come in and up charge you and literally hold your property hostage. THIS IS A COMPLETE SCAM. DO NOT GET SUCKED INTO THESE THIEVES!!! USE A REPUTABLE COMPANY ON THE FRONT END, AS YOUR COST WILL BE THE SAME AND YOU WILL NOT HAVE THE STRESS & HEADACHE.!!! US INTERSTATE & RAIL ARE THE MOVERS & THEY ARE JUST AS BAD! ITS A RACKET!All the great reviews out there have got to be fake! This should be reported to every news outlet, BBB & scam ring there is! It’s shameful!!???HORRIBLE!!

And make sure you read EVERY word of the contract! They charge for E V E R Y T H I N G!! And AFTER you pay out the wazoo and the truck is loaded, they send documents for you to sign that they ACTUALLY have 30 DAYS to deliver your shit!!! WTH?? And, if your stuff is lost, damaged or stolen, they ONLY pay .60 per pound so if a $1000 stereo broke, they’ll give you $6 WHOLE DOLLARS!!!? This company is a freaking joke!! I’m so beside myself right now. I just hope I see my stuff again.

Move size: 2 Bedroom Home Service cost: $8539

If I could give this company 0 stars I would. This was the worst experience I have ever had. They were the nicest people in the world at the beginning. Once the down payment was sent, communication basically ended. I did not receive my things for over a month. I was yelled at by customer service and told to stop talking because I don’t know what I am talking about. I was promised some sort of conversation near the end for potential reimbursement. I never received a call and I have called over 20 times and left multiple messages. It has now been 2-3 months and no response. Miserable company. Miserable people.

Move size: 1 Bedroom Home Service cost: $3000

This is a complete scam. I was skeptical when I first heard the complaints about Emerald, and I thought "I am giving them a lot of money and the sales people are so nice, I'm sure they will treat me well." WRONG. After you pay your downpayment, they don't care about you at all. They subcontracted our move out to the rudest moving company I have ever encountered and didn't help us at all. They were late to pick up our stuff, told us our things would be delivered on a date then arrived a WEEK later, and wouldn't give us any updates when we called and asked. In fact, the moving company hung up on us when we tried to ask a few basic questions. After we finally got all our things, we were using our vacuum, and smelled cigarettes and burning. We opened up our vacuum filter to find 7 cigarette butts. We have never smoked, which means the movers were smoking by our stuff and then USING OUR VACUUM. We ended up throwing the vacuum away because it smelled so bad. We have emailed Emerald several times asking for remediation, and they won't give us the time of day. I'm so frustrated and wouldn't advise anyone to use them. 0 stars.

Move size: 1 Bedroom Home Service cost: $4200

This company is a fraud. They are very responsive and badgering upfront when it comes to requesting your money and having you to sign a contract. However, once they get your money and if there are any changes at any point to your move, they are very unresponsive and refuse to adjust or refund any upfront money or deposits. I spent over $1000 for an out-of-state move that I booked months ago, however, plans changed, and I therefore had to cancel my move. I reached out to customer service for refund options, however they stated that they would not be able to refund my $1200 deposit, but, I could use this refund for a later move within the year.

When I reached out to this company months later about utilizing this refund for a different move within the state less than 50 miles, they responded that they could not provide a refund or any changes to my original price-but instead, I would have to pay an additional 500 fee to reinstate the move along with the total price for a 400 mile move versus a 50 mile move. Meaning I would have to pay an additional fee on top of what I had already paid for a much smaller move. Ultimately, they took my $1200 deposit, refused to refund, and provided NO services . Do NOT use this company if there will be any changes to your move. They will not provide any refunds and there is zero flexibility. They are a scam. I am out of $1200 and do not have anything to show for it. Buyer beware!

Move size: 3 Bedroom Home Service cost: $1200

I contracted Emerald in June to move my home to Nashville. They subcontracted the work to another moving company and that contractor kept sliding the arrival date from Friday to Sunday. They eventually arrived at 8 pm on Sunday. (I had to be out by Monday morning!) Although I packed the majority of items the still didn’t finish till 1:30 am using a massive amount of tape and packing materials and blankets. I still had to do final cleaning and then drive to Nashville.

They shipped my possessions to New York City for transfer to a long distance hauler a week later. I was not available and my son coordinated the unload at a predetermined storage facility. When I began unpacking I found probably one third to half my things missing. I have no way of identifying what’s really missing because the transfer paperwork was written illegibly. The only thing I have to go on is when I start looking for something and it’s not there, everything from the hardware and support boards for the spare bed to my carpet cleaner to a picture I just bought for $1,300 to kitchen appliances. In addition some of the furniture experienced water damage. My son said there was a gaping hole in the roof of the truck.

I probably have lost ~$4,000 to $5,000 in personal possessions.

The worst is I had to pay for hauling the stuff they didn’t really haul!!!

I tried filing a claim earlier but they just ignored me or would not return calls. They also doubled the estimated cost. It went from $3,420 to $7,200. This became an expensive lesson for me. Worst of all I still not sure what I’ve lost forever.

It has been awhile but I felt a need to tell everyone. Everyday I look for something and it’s not there. I’ll never get this things back. I just want to send a warning everyone, these guys are the worst!!

USE THEM AT YOUR PERIL!!!

Move size: 2 Bedroom Home Service cost: $7200

They changed their name to "American Mover's LLC" out of the same address and company information.

This company provided a very reasonable quote of $3200. On the pickup day, the mover decided they had underquoted me, so added $1700 to the price (due in cash immediately). I was stuck, and had no other choice since I was notified the day of the move and had to pay. Then, they were a week late for delivery, and demanded an extra $1000 delivery fee that had never been disclosed in the original paperwork.

My $3200 move quote ended up being almost $6000 in the end. This company is not trustworthy, and will stick you with fees and hidden charges at every turn. Stay away from American Mover's LLC and/or Emerald VanLines.

Move size: Partial Move Service cost: $6000