Pegasus Vanlines

It has been eight weeks since our thousand pounds of belongings was picked up from Victoria for a move to Ottawa our pick up date was rescheduled twice and the delivery date is yet to happen. I can’t get in touch with anybody. Nobody is returning my calls or emails. No one is answering the phones. This has been the most frustrating experience of my life. We’ve been given seven potential delivery dates, and although I tried to refuse to pay the balance until the goods were delivered, I was told they couldn’t set up another delivery date until it was paid in full. That was four weeks ago and we still don’t have our belongings.

Move size: Studio Service cost: $1300

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

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

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

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