Pegasus Vanlines

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 recently hired Pegasus vanLines for an out-of- Province move, and I regret my decision. Unfortunately, my experience was far from satisfactory due to several issues.

1. Damaged Furniture: upon arrival I discovered that several pieces of my furniture were broken , chipped., totally wreak

2. Lost Items: In addition to the damage, also noticed that some of my belongings were missing.

3. Lack of Accountability: I attempted to resolve these issues and i filed claims with the company but i received no satisfactory.

Overall, my experience with Pegasus Van Lines was Frustrating and disappointing. I would advise others to consider alternative moving companies to avoid similar issues.

Move size: 3 Bedroom Home Service cost: $5400

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