Pegasus Vanlines

Used them for a move. It would have been smarter to have sold my stuff and purchased new. Unfortunately zero star was not an option; let alone negative stars. The list of costs associated with replacing what was broken or stolen has reached between $25-30,000 Canadian dollars. This company seems intent on financially destroying their customers.

1.) Destroyed family heirlooms.

2.) Damaged the walls of the house we were selling. Did not put any care into moving out of the home. I had to spend 3 days fixing holes and repainting before the buyers were satisified. Pegasus refused to take responsibility for their actions.

3.) Once this happened ask them not to bring the same mover to our new home. That mover started calling my wife at ungodly hours verbally harassing her about my statement. I told him to pound sand and blocked his number. Reported this to Pegasus. They ensure me the matter would be dealt with.

4.) Was told they would bring material in one shot on X date. They did not show up until 3 weeks later after numerous calls and no responses. I end up having to block my number in order to get in touch with them. Also part of the stuff came in one move, the other part came 3 weeks later. We moved in the winter.. Guess which part came with my snowblower and winter supplies?

Absolutely bonkers.

5.) Low and behold; HARASSING mover was part of the team that dropped off my stuff.

6.) Stuff that was dropped off was severly damaged. A non comprehensive list of stuff broken beyond repair:

a.) High end TV

b.) King bed and mattress --> They rolled up a high end king mattress so that the springs were busted when it showed up. The bed-frame had missing pieces and broken supports for both the king and queen sets.

c.) Family dressers and hope chest

d.) Handyman tools --> router, mitre saw

e.) Lawnmower

f.) Children's outdoor toys

g.) Exercise equipment like bikes, treadmill, etc.

7.) Magically new supplies such as baby formula, diapers, etc. that were still in the box went "missing". Anything that was still in original boxing and had not been opened was not found when they showed up.

8.) We were told that the movers would move the boxes into the proper parts of the house. That was a lie. The movers refused to leave clearly labelled boxes in the corresponding room and were told that was an additional fee that was not agreed upon prior when discussing.

9.) They would not respect my wife and her answers. The movers would not accept anything my wife said and would only accept the statement if it came from me. While I was working on a variety of other tasks my wife would continually come to find me to take the phone to confirm that what she said was accurate. When they showed up it was quickly evident they were not going to listen to her and as such our planned division of work to get the family ready for moving was thrown away. The "men" that came were traditional Muslims and showed my wife absolutely no respect. This is something she dealt with in the past as a teacher in an Islamic school so it was quickly evident what was going on.

10.) DO NOT USE THIS COMPANY!!!! STICKING NAILS IN YOUR EYEBALLS WOULD BE MORE ENJOYABLE AND HAVE A BETTER SUCCESS RATIO!

Move size: 4 Bedroom Home Service cost: $26000

This company is an absolute joke!. Beware.

My friend received her shipment approximately three months after being promised it would arrive within seven days. The majority of her belongings are irreparably damaged.

Awful customer support. When she called, they either didn't answer the phone or didn't provide her a clear explanation about when her items would be delivered. Extremely impolite people with no professionalism.

The whole story has been documented. I am only supplying the short version. You would not believe the run around she got.

I've advised her to make a call to every news station in Ontario to firmly dissuade any individual that is considering hiring Pegagsus Van Lines.  

From start to finish, the worst nightmare!!!

Move size: 2 Bedroom Home Service cost: $1700

Don’t recommend. Mike Galanis gave me a quote and accepted my deposit of 200$ and told me delivery is 5-7 days after pick up. They used secondary company in Calgary AB to pick up my 2 bedroom apartment on Sept 22 2024. I have no complaints about that company. They were professional and took care packing. Pegasus Van Lines took 2.5months to deliver my stuff. It was excise after excuse and I got the run around. Not professional. No employee had the same answer and they even showed up at my house with someone else’s belongings. The company finally delivered my stuff on Dec 9th 2024 damaged and broken. Most of my stuff was purchased 5months before ny move to Ontario. Chairs had solid wood legs busted off and dirty chair backs. My entertainment unit was scratched beyond repair. Wine glasses and planters were broken. My brand new bedframe was damaged and dirty even though it was wrapped in plastic. The company isn’t willing to cover any loss to these items or accept responsibility for taking a delivery to couldn’t fulfill in reasonable time. I highly recommend you stay away from this company. They shouldn’t even be in operation.

Move size: 2 Bedroom Home Service cost: $2100

I move from Ottawa to Vancouver. After packing by myself. The courier delay the pickup day for 7 hours and I cannot contact the apartment manager as it is out of their business hour.

A guy named Nick told me that it will arrive on the beginning of the month and only take 1 week for the delivery. It keeps delaying and and reschedule three times. I wasted both elevator move-in cost since they both late in pickup and delivery. The customer service didn’t compensate for my loss.

After waited for month, the driver told me that they will arrive tomorrow morning which I didn’t expected and as the notification period is short, I cannot hold the elevator and I need to discuss with the concierge of the building for emergency.

After those items arrived, I lost around 20 boxes with large furniture like clothes organizer and those electronic products (electronic shaves and electronic brush) as well as my facial care products (L’reol, Olay etc.) I believed they unbox my stuff and stole my items.

I got all evidence and will submit it to the police as well as ask for legal advice. It is so exaggerated. DO NOT CHOOSE THIS COMPANY UNLESS YOU PREPARED EXTRA MONEY SPEND ON THE UNPREDICTABLE SITUATION AND ITEM LOSS.

Move size: 1 Bedroom Home Service cost: $2500

This company has ruined my entire moving experience. Nick, the owner, has an awful attitude and will belittle and scold you on the value of your belongings. He and his employees (“Brian”, who I believe is actually Nick) will curse aggressively, hang up the phone, and not return any phone calls. They will delay your pick up (initially scheduled to be picked up December 14th at 10am. They did not show up until December 14th at 4pm. They did not inform us of the delay.) They will delay your delivery (initially scheduled to be delivered January 2 at 12pm. They will not inform you that your shipment is being delayed (until January 6th) unless you call and inquire about where the shipment is.) They do not communicate with you, and because of this unknown delay in shipment I had to change my flight time, which cost me an additional $400 and stay in a hotel for an extended period of time, costing $500. When your belongings finally do arrive, the contracted movers will tell you it is “door to door” and attempt to leave the items on the main floor. The movers demanded an additional $300 to bring the belongings from the main floor to the apartment, which obviously I had no choice but to pay. We had made Nick aware that the apartment was on the third floor with no elevator available and he said “that’s fine,” several times. Most of my items arrived, with the exception of several boxes. The items that did arrive are chipped, dirty, and ripped. I would give this company 0 STARS if I could.

Also, this company is registered with the BBB and received an F rating for 31 complaints against the business, and 6 filed complaints that were not resolved.

Hiring this company was the biggest mistake I could have ever made, do NOT follow my footsteps. Avoid avoid avoid.

Move size: 1 Bedroom Home Service cost: $1400

These company doesn't send you a contract to read until they deliver your stuff, they promised max 2-3 weeks delivery time, they can take more than a month, if something is broken during the move they'll come saying everything is at owner risk. Stay away from this company.

While they are loading your stuff make sure to check if they are being honest with the item condition, they like to put is broken or damage so they cover their backs in case something breaks

Move size: 2 Bedroom Home Service cost: $4800

This company is a complete joke! I have never in my life experienced a total disregard for my time, or my belongings! They were continually late, showed up with half a truck full when I said I needed an empty 5 ton truck and they had to come back almost a week later. I incurred more costs due to missed work and additional RV park charges. Our belongings did not arrive until almost two months later. Nick was extremely rude and threatened to discard our belongings if we did not pay 100%, even though the text sent prior to loading says upon delivery. He not only threatened to throw out our belongings, but told me I was in no position to argue. Our stuff finally arrived and it looked like someone had rolled the truck. Boxes and Rubbermaid containers were completely damaged. There was considerable damage to our furniture and a box with some expensive tool chargers did not arrive, nor did a few mechanic benches. They also changed the contract after they had all of our possessions loaded and kept it hostage! When we put in the claim they said that their insurance is only for 60 cents per pound! If you want to see your items damaged, lost, time wasted, inflated costs than originally quoted, or threatening behaviour than by all means hire this company. If not, stay completely far away! This is what 15,000 gets you!

Move size: 4 Bedroom Home Service cost: $15000

The booking service was easy and efficient. Once you booked it and you are waiting for you delivery they stop offering efficient customer service. They were not replying to my phone number, so I had to borrow other people phone to get an answer.The staff becomes suddenly rude and inefficient...I thought it was okay since they were cheaper, as long as I got my stuff on time...

Then, we weighted everything before we sent it on the truck, they didnt provide a proof for the empty truck weight (like it was discussed on the phone) prior. I had estimated and weight my boxes foratota around 1300Pounds and they added another 580pounds - They said if I wanted to reweight it was 300$ and if the difference was less than 300 if was non-refundable. It is a little clause on the paper theywill give you only once they packed everything. They then delayed my delivery 2 weeks later just because I ask for the empty truck proof - without telling me they will hold on to my boxes.

The packing and unpacking service was good tho, and nothing was missing. If youre not in a hurry, and youre willing to pay about 30%of the weight you really have. Youll get your stuff.

Move size: 1 Bedroom Home Service cost: $1510

I wish there were an option to give 0 stars because this has been the absolute worst experience I have ever had in my lifetime. We booked a move for November 30th at 1 PM, and two days before (November 28th), we called to confirm. We were assured that the movers would arrive as scheduled, but no details were provided.

On November 30th, with no one showing up by 1:30 PM, we tried to call but received no response. We then sent an enquiry through email we received a reply in a one-line message informing us that the move had been postponed to December 3rd, with no explanation or apology.

On December 3rd, after sending an email to cancel the service, we received a response on December 4th stating that someone would come either Saturday or Sunday. Once again, there was no explanation, contact information, or apology for the ongoing lack of communication and respect for our time.

This level of unprofessionalism is completely unacceptable, and I would strongly advise anyone considering this company to think twice. No one should have to deal with this kind of treatment during such an important event. I will never trust this company again.

Move size: 3 Bedroom Home Service cost: $1500

If I could give this company a 0-star rating, I would. They are by far one of the worst service providers in the market. I booked my load from Calgary to Kitchener a month in advance of my move-out date (end of November 2024), paid the booking fee, and waited patiently for the moving day. I even checked in with them a week prior to confirm everything was on track. The agent I dealt with, Nick G., was initially responsive and polite—clearly trying to secure my business. That professionalism disappeared as soon as the moving day arrived.

On the scheduled day, I was informed that the driver wouldn’t arrive until after 4 PM because he had another load. I explained that this wasn’t feasible since I needed time to clean the house and leave. Suddenly, they changed their story and said the driver would arrive in 20 minutes instead, around 10 AM. It felt like they were scrambling to fix their mistakes.

After my belongings were picked up, I was *never* informed that they would hold my load until they found additional loads heading to Ontario. Shockingly, they ended up holding my belongings for an entire month! A **month**—completely unacceptable. To make matters worse, I’ve used another moving company in the past during snowy February, and they delivered my load in just 10 days.

When I followed up after two weeks, their manager, Brian, was incredibly rude and argumentative. He told me they didn’t have enough loads to justify the trip and that it would take another two weeks. Meanwhile, I had flown to Kitchener with just two pairs of clothes and the same pair of snow boots. Living like that for over a month was a nightmare.

When I tried to reach out to Nick for answers, he was dismissive, telling me to call the office because he didn’t have any information. Their excuse for the delay? They gave me a "cheaper rate." In reality, the rate wasn’t even that cheap—60 cents per pound compared to another provider I later used for 65 cents.

I emailed their higher-ups to raise my concerns, but unsurprisingly, I never received a response. Their customer service is appalling, and their lack of accountability is shocking.

Bottom Line... Avoid this company unless you’re okay with waiting indefinitely for your belongings and dealing with rude, unreliable staff. Their lack of communication, honesty, punctuality, and professionalism makes them one of the worst companies in the business. Even their accounting team was a nightmare to deal with. Do yourself a favor and go elsewhere.

Move size: 3 Bedroom Home Service cost: $6200

They arrived on the first day and packed everything up. On the second day, they loaded the two trucks. The third day was spent driving the 7 hours to our new home, and on the fourth day, they unloaded everything. It was so reassuring to know exactly what to expect each day. They handled our belongings with great care and went above and beyond to make sure everything was placed exactly where I wanted it in the new house. The packing was done really well. Working with Nick to set up the plan was a great experience. I would definitely use them again without hesitation!

Move size: 4+ Bedroom Home Service cost: $5800

Pegasus in Greek myth is a swift flying that sprang from the blood of Medusa and flew off with the hero Persius. Yet pegasus

van line is neither swift, nor heroic.

A few days, maybe even a week late, I could understand but they arrived 15 days late. There was no offer of recompense to reimburse me for alternative sleeping arrangements or to cover the half a months rent I had paid to have the space open for deliver.

The day the did arrive they were seven hours later then they said they would be- and refused to take my boxes up the stairs without an additional charge, somehow this never came up until the evening they arrived. They also arrived with one broken picture frame they had boxed in addition to missing several boxes along with a missing piece of furniture. The cost of replacing the items missing is likely around 1800 dollars Canadian, I know that I'm not getting all that back, but they then deliberately chose to treat all my furniture and items as lost "boxed items" in a bid to keep the payout below the deductible cost.

The whole time rather then keeping me informed they just plowed past every conceivable deadline, and aimed to do nothing to redress the multiple and repeated failures to do their job.

Through these repeated failures in communication, following the failures in doing their job, I remained incredibly patient and civil to everyone I talked to.

Only got 1 star cause zero is not an option. I have never written a bad review of any company ever. This is how badly violated I feel.

All in all Pegaus probably cost me 2500$ dollars in outside costs, and an untold amount of time filling out their claim sheets which they had no intention of doing good on. Do not trust your things or your time with this company.

Move size: 1 Bedroom Home Service cost: $3000