Enterprise Van Lines

HORRIBLE!  Lovely people when they are trying to get your business. Terrible customer service once they actually seal the deal, especially the lady that answer the all the request.  They send about two guys that actually work for the company the rest about 2 or 3 other guys must be friends, you can clearly tell they don't know what they are doing or how to pack your stuff.  I was told my belonging were going to be delivered on a set day which were actually a week and half late.  Call about a million times, complained to the rude lady mention earlier tells me my stuff was put on hold and I was never informed.  My stuff was already a week late, finally it arrives.  They broke not one, not two but several of my items,  mirrors, tables, draws. On top of that I had missing items as well which they never even tried to find.  Oh and they tried to give me someone else couch.  Call to file a claim, again had to deal with the rude lady, send me a link to their claims department after arguing for half hour.  Filed a claim, it has now been 3 months and I have get to get my missing items, or money or an email for the matter.   DONT DO IT.  You have been WARNED!

Service cost: $2600

They were late to pick up, 5 days late to drop off. Jason and Lee in dispatch were the most condescending, rude, unprofessional (I'd be embarrassed to call them employees) I have ever dealt with.

The whole experience was a nightmare. Over quoted, overcharged. A complete scam.

I will be contacting the BBB and consumer affairs. Absolutely disgusted. They have a sales representative who suckers you in to a contract them you are handed over to dispatch who disregard everything and treat you like a second class citizen. I quote 'well, in America we do business this way'.

Appalling.

Service cost: $6000

I was affraid to use a moving company (so many bad stories) and driving a uhaul wasn't an option. After doing some math the price came about the same and I felt real confortable with the sales rep and the movers were awesome. 
The dispatchers are were pretty busy but always got back to me and the sales rep assist with basic questions.
but my fav part.. NO FINE PRINT!
if you're moving long distance use these guys just book your move early!
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Service cost: $1600

This move was a disaster!     The day of the move came and three men in an unmarked truck showed up at our door.  While they were loading I offered to buy the guys lunch.  One refused and then repeatedly begged me to go buy him cigarettes.  Then, I watched as this same guy dropped three boxes of kitchenware off the truck to the driveway.     It came time to pay for the move.  The total cost was about $400 over the estimated cost, and this was after someone came in and walked our home and gave us a binding estimate.  Then, we went to pick up the Cashiers Check from the bank.  When we gave the mover the check that was made out to "Enterprise Vanlines", the name that is on our contract, we were informed that we had the check made out to the wrong company.  It was supposed to be made out to "H O Transportation."  The mover offered to pay for the new check out of his own pocket, but the bank did it for free.  Also, our house was left with their random trash.     While our stuff was in their custody we received a phone call from the PA Police Department confirming our possessions in the truck.  No one from the company called to assure us or explain to us why the police were involved.  We were contacted 2 weeks before our scheduled drop off date to ask for our address, they were ready to deliver.  However, we weren't even in California yet.     We had to place our possessions in storage and were told to expect them to take 4-7 business day to come out of storage.  We called Enterprise VanLines on Saturday, August 30th.  During that phone call they told us that our belongings would be delivered on the next day or Monday and to expect a phone call from the California dispatcher.  The phone call never came.  For a week we called and could never get an answer on when our possessions would arrive.  After not having phone calls returned I was finally able to speak to a manager, Mike, and he was able to set up a delivery.     Finally our belongings arrived.  The three moving guys were great--they were subcontracted from Enterprise VanLines.  As they started moving our stuff I noticed that our boxes were mangled--chunks of the boxes were pulled apart.  Things were falling out of the boxes.  I asked the guys if they have ever seen such mangled boxes and they told me that they hadn't and that this was the way they received them from New Jersey.  Then, they were so embarrassed as they approached me to tell me that my table, a solid oak table, was broken.  Somehow during the move part of the table stand was snapped in half and my table had to be repaired.  The dry sink, a solid oak piece of dining room furniture, had a chunk of wood missing.  The wooden nursery crib was scratched and the base of the couch snapped in half.  The company was also in charge of packing all screens--the television and my iMac 27 inch computer.  The computer was thrown in a box with paper around it.  A corner of the computer is shattered.   So, I called to speak with someone at Enterprise Vanlines about the damage.  The man I spoke to was rude and disrespectful.  He told me that 9 times out of 10 that renters insurance covers damages and it doesn't.  I told him that I would be filing complaints with the BBB and protectyourmove.gov.  The man then continued to say that I was making a threat and then threatened me.  He told me that if I filed a complaint that he would let everyone in the office know my name and refuse to help me or speak with me.  I told him he was being rude and disrespectful, although I am sure I was probably too, and he said he had barely begun and that he could get worse.  Then I asked him to have Mike, the manager, to call me back.  I have yet to hear from Mike and it has been 10 days.  We are working on the insurance forms to get $0.60 per pound for the damages, but the company is not willing to cover the damages that they did.  Everything I packed arrived in perfect condition.  Everything that was damaged was packed by Enterprise VanLines.  .

Service cost: $3715

At first they were nice.  I was nervous about a move across country, and they assured me several times everything would be fine.  They were nice until five days before the move.  Prior to that, I had called them and talked to them about being sure that I have given them a really appropriate list of what I have to bring.  They assured me that I could call when I knew exactly how much I was moving and that they'd take that information to be ready.  Five days prior they said "I know this isn't what you want to hear, but I'm not putting together a whole new estimate a couple days before you move".  It was at that point, they began ignoring my questions.  I would ask direct questions, such as "Is there any chance that you won't have enough room on the truck for my things" to which they would reply things like "Relax, everything will be fine". I got that answer a few times. I told the original salesperson that I was a single mom college student making a very expensive move and that I wanted to know if the gratuity that was listed on the sheet was mandatory and she said it wasn't.  That if I was satisfied with my service, I can give a gratuity.  When I spoke to them as the time got closer, I began asking questions about what day they would arrive and it was then they told me "You know, there is no guarantee that they will get there on the delivery date"  Oh really, nice timing that you tell me that now.  The utter unprofessionalism resulted the moment they first set of movers came to my house.  The first words out of their mouths were about the tip.  I was like.  "I don't have much money for a tip, but I'm moving and I have a lot of extra beer I won't be drinking"  I felt bad! I got the idea that they were used to bribing people about getting a tip and saying it out loud to make people feel intimidated into giving a tip. Despite that, the first movers were respectful to me in my home. They did leave a mess however and forgot to take a few of my items, one of them I discovered and came out of the house prior to their leaving and gave it to them. The other I discovered after they'd left. I was really nervous, because I could tell some of the movers didn't do what they said they would do. They said that they take the legs off of the furniture before moving it and they just wrapped up my curio cabinet, glass and all and did not remove the legs.  Nor did they specially pack the glass.  I have the original packaging for my television set, so that went in the same box.  They seemed upset with me that I had extra boxes, and I said "I tried to call and tell them about it and they didn't want to hear about it".  I ended up tipping them, even though I didn't have the money to because despite the fact that they weren't perfect, they were still respectful to me in my own home.

The second set of movers was like a nightmare that I couldn't believe. The first thing they did was complain about not being able to get the truck down my alley. There is an empty parking lot across the street that directly has a space that is across the street from my alley that they could use.  They complained about that. I told them that I had cleared the cars and trash cans in my alley and they complained that I wasn't able to get a neighbor that I had never met on the street before my street to move HIS car. I did try to get the neighbor, but they weren't accepting that it was their incompetence that made it so that they could not get the truck in and not my fault.  I went out with my videocamera, because I couldn't believe how completely incompetent the driver was. I could see exactly how to do it and I told him, if you back up and turn into the parking lot, you can do it. I used to drive large trucks on a film set, and I know how to do this. I watched him make a show out of not being able to get into my alley and I knew they were going to charge me the extra money.  I told them that all the money in the world was what I had in cash to pay them.  That if they made me pay them extra, I'd not have any money to eat.  It was then that the real rudeness started he walks away griping "OH, so I guess that means no tip for me or my drivers then, either, GREAT". Right from the start the driver was rude to me. He insisted that he had to charge me extra money and I watched his other mover guy try to forcefully rip a mail box out of the street to get the truck to turn around, so that they could keep going. I have it on video, the whole thing. That is a federal offense.

Finally, the driver comes out and says (not exaggerating or making up words these were his exact words "F**k it, I'm just going to charge you the $75 for the extra walk". I was stunned. I told him I didn't have it and he said I could write a check and he wouldn't cash it until the next week (I asked him to hold it until Wednesday and to write the check then). Then, they began taking my stuff out and dumping it on the street.  I saw that he had sectioned someone else's stuff on one side and mine on the other. I saw items of mine in the other person's things. I pointed out to him that they were my items.  He asked me where to put the stuff down and I said "Put everything that goes into the room in the room and I'll arrange it and I'll tell you what room it goes in".  He didn't do that. He began bringing broken things into my house. The curio cabinet's legs were suddenly off the curio cabinet now and some of them had been broken off and the glass was all broken on one side.  The buffet was completely broken on one side.  The night stand legs were half broken off, the tables weren't put back together properly, there were some boxes that were clearly marked China that were crushed and they were in pre-approved China moving boxes!  Many of my ceramics were broken, even though I wrapped them in foam rubber from a mattress pad all the way around in a box with foam rubber all around it.  When you crush a box that way, of course your items inside if are going to break, because you force the items to smash against each other, it's the pressure, not the poor packing that breaks them. The console tables legs were separated from the side of the body, as if the nails had been pulled out and not put back in properly. They didn't deliver my chest filled with all my favorite items, pictures of my son, my good china, all my wreaths and decorations for the inside of my house and a priceless picture that was decorated with four leaf clovers - a sentimental picture of my son at the lake - I can never get that back.  They didn't deliver my office chair. They continued to be rude to me complaining about their tip, saying things like "See, what most people do, is I show up and they go  - Here's $100, you're going to take care of me, right? But not you.. you didn't do that" and I said "You know what customer service is, right? You know what you're saying to me is poor customer service skills, complaining right to my face that I wasn't nice enough for you to carefully take care of my things. My contract stated that they'd take apart and put back together all of the furniture that they had taken apart for THEIR OWN CONVENIENCES.

 The movers tried to leave early without putting some of my furniture back together. They said "I can't find the rest of the screws for this, but you can buy them at the store for 75 cents". I shouldn't have to buy them at the store, they should look for them.  They brought many broken things into my home and expected me to tip them.  I'm sorry, but NO. They pointed out everything that was broken saying "Oh look at that, that's so unprofessional". The movers didn't hold the check, they left immediately and cashed the check that same day, and I didn't have food for a week, I had 35 cents to my name for six days. Then, when I called the company to ask them where the rest of my things were, they wouldn't respond to me in a professional manner. They ignored my direct questions, such as "What are you doing to find my missing items?" They said "I hope you have moving insurance" and then would reply by saying things like "File a Claim, here's the claim form". They treated me rudely and if my concerns were unreasonable. No, I don't want to file a claim, you should be trying to recover my missing things. The claim form gives you 60 cents a pound. DO NOT TRUST THESE PEOPLE, that is my opinion, that they do not care. They know they have you and they don't care about taking care of your things, they don't care if they all get there, they don't care if they are broken. They have it set up so that they are not responsible for anything that doesn't come back and there isn't anything you can do about it. I called them in a panic three days afterwards trying to get information about what they were doing to recover my missing things and they said my name and said "Oh, that's not a name I've heard too much in the past couple days, I'll never forget that name". They were so rude to me, they acted as if I was being horrible to them and they indicated that they felt that I was the one being rude. If you use this company you are really asking for trouble. I do not believe the reviews on here, because this company is so uncaring and dishonest, I wouldn't be surprised if those reviews were written by them. They just want your money, they do not care about you, customer service or your belongings, no matter how much sentimental value they have.  PAY a reputable mover or move yourself. This is nothing short of a racket.  They do things per box and they gave me someone else's box, so they made their box count.  Dealing with them if you have a problem is a nightmare that you do not want to experience trust me, because they make it sound like there is nothing you can do about it. Why they have a good reputation with the better business Bureau, I have no idea. But they didn't get it from moving me, that's for sure.  .

Service cost: $3000

It took 10 hours to pack up a 2400 Sq Ft home, when it should only have taken 4 hours.They did not put any plastic down on the carpets, only rugs when I requested it.
They showed up with 2 men and a truck about the size of a half semi.  Our load was larger than they were prepared for so they hired two random men from the area to assist with moving items from my home out to the truck.  The professional movers did do all the wrapping of furniture, inventory and packing on the truck.  But I still had two strangers in my house helping move that are not bonded or insured and could have stolen or damaged my goods.  Nothing was stolen, however we do have damage on several items.
They were said to arrive between 9am-11am, they did not arrive for pick up until 2pm.  They were said to arrive two days later at 10am.  We were in touch by cell phone and they confirmed during trip they would make the 10am mark.  On the day of delivery they were not on schedule and would not arrive until noon. And then I think it was still not until 12:30 that they showed up.  We are only talking hours difference, not days.  The part that bothered me was the false expectation they set.  I caught the head mover lying to me twice - thanks to Moveline staying in touch with me. 
I want to note, Moveline was the broker we used.  WE have nothing but high remarks for their customer service and attention to detail.  They have not had issues with Enterprise in the past.  It seems we may have just been very unlucky. 
I would also note that everything was 3rd party:  Enterprise was hired by Moveline, the movers were sub-contracted by Enterprise, and then they hired off Craig's List.  That is where a lot of these issues may stem from.
At the end of the day, we did get moved, we have all of our stuff with mostly minor dings and scratched to only 4 items.  During a stressful time, moving from WI to FL, it was not a great experience, but the job was completed.
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Service cost: $7000

 
Enterprise Van lines was deceptive in their dealings with me regarding the delivery of my mother possessions.  I  made our needs quite clear to the sales representative and he agreed that they could accommodate us.  I paid twice what I could have in order to insure the delivery in the time frame needed.  
I engaged Enterprise Van lines because they1) received good online reviews, 2) received a good rating from the Better Business Bureau and 3) agreed to deliver my mother's goods in one day, from NY to MD.  My mother has Alzheimer's Disease and my goal - conveyed to the salesman - was to move my mother as seamlessly as possible by setting up her room before bedtime.  
The movers arrived at 9 in the morning as promised.  At 3:30, they called and asked how late they could arrive.  We were expecting them by 5pm - it is a 5 hour drive from NYC to MD.  After a new projected time of 8pm, they arrived past 10:30.  Their late arrival was not due to traffic or bad weather, but to a late decision to add another job.  We needed to find alternate arrangements at the last minute for a place for my mother to stay since her things had not arrived.  Given her dementia, and an already difficult journey, she was quite agitated and needlessly upset.
One has many choices for moving.  We were taken advantage of by Enterprise Van LInes who promised one thing and then reneged on their promise in order to take another job.  
The company was unresponsive to my concerns in the aftermath of the move.  In compensation, I asked to pay the rate for a two day delivery.  They offered to refund $150.  I paid in cash and in good faith and I did tip the movers who did the work.  My claim is not with the men who actually did the move, but with those who made the decisions and those with whom I dealt after the move.  
You have many choices.  Enterprise Van Lines is not a good choice!
 
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Service cost: $1575

Chris in sales could not have been nicer when making the sale and once the check was cashed and the problems erupted he would not even take our call. I had to use a fake name for him to take the call. The delivery was a week late and when we tried calling dispatch to ascertain when our belongings would arrive we kept being told we would be called when the truck got there..this went on for almost a week after our promised "delivery window". The truck arrived with an entire apartment of furniture and with ONLY the driver! Had to help move the sofa, bureau, and all the other big items. The company would not even consider a discount for this total screw up.
Worst business experience ever.

Service cost: $1800