Overland Van Lines

I was moving to Washington to California with my new job opportunity and I had a bit of apprehension

due to the long distant moving that I have never done before but I was doing my research and I came across Overland Van Lines and when I contacted them I knew right away I wanted to do business with them, they were very helpful and responsive towards me and all my questions and really felt like that were there every step to make sure I was comfortable with the whole process. The move went better than expected and I really could not be more thankful for them being professional as they were. I will be letting my family and friend know about my new favorite long distance moving company and hope they have the same if not better experience.

Move size: Studio Service cost: $2000

Communication between myself and the actual moving team that came to get my things was very good. The driver and the team were incredibly nice & very efficient getting things loaded on the truck (thats the reason for the one star).

After that, things started going downhill. The listed & numbered inventory that they took on site did not match the numbers and items that came off of the truck at delivery (by a different company), which made it very difficult to know if I had received all of my items.

The team was also adamant about not taking my money on pickup of my items, despite that being the plan from the beginning, and talking to a supervisor.

I was also unaware that this team would be taking my things to a warehouse to be unloaded and stored until another company picked up the job to move it the rest of the way across the country. Had I known that this is what would happen, I would not have chosen or paid for the service. After this they held my things in a warehouse because I did not pay the movers at pickup -- even thought I tried to pay them, and they refused.

I ended up talking to at least 5 people, all of which said different things and no one was any help. The more people that I talked to, the more the price went up to have me items shipped to me. After 3 weeks of talking to people and explaining the same thing over and over, they finally released my things and had them picked up BY ANOTHER COMPANY to be shipped cross country.

There was no professionalism or communication between anyone at this company, and some of my items arrived slightly damaged.

Move size: 1 Bedroom Home Service cost: $5000

My best advice, do not use this company, forget you ever heard of them. It is my fault for not doing my due diligence. Overland Van Lines were hired to move my daughter, a college student. They showed up 5 hours late, after 9PM at night, immediately demanded a 30% increase in price before starting work. Then an additional charge of close to $500 was also applied to her credit card un knowingly to her. They were rude, disrespectful, dirty and painfully slow. Everything except the kitchen was packed and boxed, all they did was put the boxes she packed inside other boxes they brought. it took 3 men 3 hours to move her out of the apartment. Then they used inteimidation tactics to force my daughter to sign a blank "evaluation" form which they filled out in front of her. On delivery numerous items were missing to include her art portfolio. They actually delivered a few items that were not hers. They removed all the light bulbs from the lamps and delivered no lightbulbs. They have no real insurance to replace lost or damaged items, only based on weight of the item lost and then only 60 cents per pound. They just do not care. I would not trust these people to move an empty rubbish bin, which I might add was lost by them.

Move size: Studio Service cost: $3000

HORRIBLE, UNPROFESSIONAL MOVING COMPANY!! LENGTHY DELAYS WITH NON EXISTENT COMMUNICATION AND NO EFFORT TO RESOLVE!! STILL HAVEN'T RECEIVED MY BELONGINGS AFTER 38 DAYS WITH NO SCHEDULED DELIVERY DATE!! I scheduled a full-service move from Pittsburgh, Pennsylvania to Redwood City, California through the broker Moving APT, who contracted with Overland Van Lines to do the move.

Although the driver was very kind and courteous throughout the move, it took him and the other mover, whose first day on the job it was, 11 hours to complete the pickup! (4 pm to 3 am). I shared several concerns about insufficient packing to protect fragile items such as my desktop computer, musical instrument and Dyson vacuum, and was reassured that special packaging would be applied after bringing everything to the van. As far as I can tell, the packing of these items was not improved, and nobody from the company can confirm. Also, I never received an inventory form, and it's clear that most of the boxes were not even marked with an ID. This is after specifically telling the driver I wanted him to do the inventory before leaving. He ended up leaving without explicitly stating it was his last trip, so I could not request the inventory.

The big problem, is that as of this writing, it has been 38 days (25 business days) and I have not received my belongings. On the two occasions I called the company - June 26 and today - they could not give me a scheduled delivery date. We are now we'll past the 21 business day maximum in the moving agreement, and I demand to have my belongings. As far as I'm concerned, this is theft. Overland isn't even making the slightest effort to communicate with their dispatch team and resolve this issue. Each time I call they tell me they're still waiting for an updated delivery date from dispatch and to call back the following week. It's as if they're oblivious to the fact they have any responsibility to their customers whatsoever!

I highly advise against using Overland if you want a good moving experience. They're doing business like it's the 1950s and with no concept of customer service.

Move size: 1 Bedroom Home Service cost: $3750

There is nothing that could not go wrong with our cross county move from east to west. We had arranged for them to store out good for 2 months before delivering. The rep told ua to give an earlier date of delivery as they always delay deliveries so this would ensure we get the stuff on time. Fast forward two months in we got a call that it will be delivered on the date in the contract. The person who Advised us was no where to be found. We had to pay an extra 2000$ for them to store stuff for one week!!

Once we got out stuff, we realised all thing of value were STOLEN. An LV purse, a gucci purse and a burberry jacket!! Thats almost 5k in stolen goods.

These boxes were torn apart and then taped all around… i should have suspected fraud then :(

Not even mentioning damaged furniture- cracks etc

We will file a claim and i will update my review on the outcome..

Move size: 4+ Bedroom Home Service cost: $15000

I don't post often but felt this needed to happen so that others are aware. I will share my experience but in case you want a quick summary here you go:

1. Beware the fine print. Definitely not the highlight of my bad experience but probably the most relevant advice for you. READ THE FINE PRINT OF THE CONTRACT BEFORE SIGNING. We are used to seeing fine print in contracts, but they will literally up charge you tooth and nail (I.e. charge if 75+ ft from truck to door, 9 stairs = 1 flight, THEY CAN TAKE UP TO 21 BUSINESS DAYS TO DELIVER YOUR THINGS FROM THE DATE YOU INFORM THEM YOU ARE ABLE TO ACCEPT)

2. If anything goes wrong they will do whatever it takes to not take ownership or make things right. They only care about their bottom line.

Here is my story...

My move was from VA to NC (151 miles). I told my customer service agent during contract discussions that the standard expected delivery of 6 days was not feasible for my family. She offered 2 day expedited delivery window for the cost of $300, which she assured me would guarantee our delivery within 2 days of pick-up. Because this was offered, I was able to move forward with signing the contract. Had this not been offered, I would not have been able to sign and would have had to find another company. We had our belongings picked on 7/7/2022. At the time, again, the mover in charge ensured that the delivery would have to arrive within 2 days because we paid for expedited delivery as in the contract. On Friday 7/8/22, I called Overland Van Lines before end of business hours multiple times in order to find out when to expect my delivery. These were all unanswered. Then it was the weekend, I was unable to reach them and continued to be left in the dark. On Monday, 5 days without my belongings and no explanation, I was able to reach customer service who was clueless initially and ultimately said sorry and they would refund my $300 expedited fee. They also said there was no timeline for my delivery date and it would be at least another week!

I called them each day for an update and regarding reimbursement because -- A) no one was providing me any anticipated delivery date. It was as if because the 2 day expedited delivery window was missed, I was just pushed to the back of the line. There was absolutely no urgency or empathy on their end. B) after nearly every call, they would end things "we will discuss with management or billing or whomever and call you back tomorrow." I heard this line at least 6 times and not once did they reach out to me. I even waited an extra day to see if they would call and they never did. They clearly wanted this problem and me to just fade away -- again very disrespectful and not professional at all. All requests to speak with management myself were ignored.

I opened a claim through Better Business Bureau to try and come to a solution. Their response: sorry, $300 back, and that they "reserve the right to refuse service and reschedule or cancel any job due to "Force Majeure". This is a legal term that means an unforeseen change of circumstances beyond the control of the mover"

My response: during one of my calls, I was informed by one customer service representative that they did make a mistake because my belongings were unloaded into the warehouse when they should not have been. So this was not unforeseen circumstance like a truck breaking down or a hurricane, this was a mistake that occurred due to an error made by Overland Van Lines. So this terminology they placed in the fine print did not hold in this circumstance in my opinion.

Finally, during a call using another number listed on their website I happened to get the operating manager on the phone. At this point, I made him aware of the situation and he coordinated my belongings to be dropped off on Sunday July 17th. However, I was not offered any refund or reimbursement other than the return of the $300 expedited delivery fee. While, I am thankful to this man for coordinating my delivery, it did not make up for the 10 days without my belongings and $1000+ of purchases devoted to things like beds and cookware and basic daily products that we already owned but were still in the possession of Overland Van Lines.

The $300 expedited delivery agreement was not an either/or option. I did not sign a contract to pay $300 ONLY IF the belongings arrived within 2 days. I signed the contract guaranteeing this delivery timeline because my family could not financially accommodate a late delivery. There has to be some responsibility taken here.

This is not how a company should treat any customer. And while mistakes happen in every field of business, the company needs to own their mistakes

Move size: 2 Bedroom Home Service cost: $5000