Pegasus Vanlines

I want to start by saying I have moved over 15 times in the last 20 years and this move was by far the absolute worst for service, customer service, and damaged items.

I had a move scheduled for Sat Oct 28. The moving truck did not show up until 15:00 on Sun Oct 29. The moving company did not care, nor did the apologize for the delay.

Two men showed up with the truck despite me indicating that I had a piano which needed to be moved. They said it requires 3 guys to move a piano so I gladly helped them, no issue.

My items were stored for 14 days before I had access to my new spot in Ontario. The delivery of items was on the correct date and on time. The movers only put certain things in the correct rooms and piled the majority of items in the first/front room and in the garage. They unloaded as fast as they could and then left.

Our TV stand was damaged, all 4 legs were broken off. It appears absolutely ZERO care was taken while handling our stuff.

As we began to unpack we realized a number of items were missing. We compiled a list and provided that to Pegasus (a mattress, part of a bed, so we had to sleep the floor without a mattress or bed, our patio furniture, and a book shelf). They indicated they would search the warehouse and deliver the items once found.

A few days later they delivered the mattress, partially covered with a plastic bag, fairly dirty, with a dirty boot mark on the section not covered.

They also delivered the book shelf, covered in a black plastic bag (no other items were in black bags, everything was clear). They dropped it and left, once we unwrapped it, you could see it was smashed up quite badly.

I contacted the company and told them the issues, they asked if I would like to start a claim and provided me with a form. I completed the form and submitted it on 20 Nov 2023, the value of the 3 items was $2400.

On 13 Dec I got a reply stating my items weight * 0.60 = 157.80 - the deductible was a negative # and I was not eligible for a payout. This company can and will destroy your items with zero regard or consequence.

Move size: 4 Bedroom Home Service cost: $8100

Friendly front office staff and the estimator that came out was very professional. Our house move was going to be long and complicated but he put my mind at ease. The real stars here are the movers though. Some of the most careful, efficient and friendly people I've ever had the pleasure of dealing with. They came a few minutes early than scheduled to do a walk around to make a plan of action. Everything was wrapped and packaged very carefully. When moving you expect some small issues here and there, but there actually were no problems at all, everything went smoothly. We couldn't be happier with our move and have been recommending these guys to friends and family ever since.

Move size: 3 Bedroom Home Service cost: $4000

I received a quote from Nick on March 21 2024 for my belongings to be picked up in Calgary Alberta on April 17 2024 and was promised that they would be delivered in Souris Manitoba on April 19. On April 19 I only received an invoice and then a phonecall for payment. I advised the lady on the phone that I would pay the minute my belongings were at my doorstep.

I also asked her when the delivery would be and was told that it would be the beginning of the next week. This was the start of a 6 week ordeal where I lived like a squatter in my new apartment because I had nothing but some clothes, 1 fork, 1 spoon and a knife and an airbed. I had to purchase items that I needed just to be able to live somewhat normal.

Then I was promised that the delivery would be May 17. The morning of May 16 I called Pegasus and was told that yes absolutely the delivery would be the next day. When I called them back later that day because I had not yet heard from the driver I was told that there was no more room on the truck when it came time to load my belongings.

I then asked them if I could pick it up myself. This would mean a flight to Edmonton where my stuff was being stored (I never agreed to have my belongings stored at any time) then renting a uhaul and inconveniencing friends to help me. Pegasus told me that I could definitely do that but would still have to pay them as well (seriously) So that was not an option.

They told me my belongings would be delivered May 30 or 31. I demanded to have that in writing with a signed name. All I received was an email with the delivery date and no names.

I opened a complaint with the BBB because I felt I had to do something. I received a standard apology with “unforeseen circumstances” and a lot of other standard comments. But once again they stated the end of May. (I rejected that and asked for compensation)

On May 30 I called and asked them what time on May 31 the delivery would be. They said that my belongings were in Regina SK (3 hours away) but that delivery wouldn’t be until Saturday. I asked the lady if she was aware of the days in the month and that Saturday was June 1. Once again they lied.

When the moving truck finally showed up at my home the driver and his partner were wonderful. But they did tell me how this happens all the time. This company books and books and books but doesn’t have the resources to fulfill their orders.

Do not use this company. They are not to be trusted. Make sure you have a fully written contract with dates and signatures.

Move size: 2 Bedroom Home Service cost: $1832

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