Pegasus Vanlines

I booked with Pegasus a month prior to my moving date. The date of the move they did not show up. Nobody called me or emailed me. When I called and spoke to Nick and told him the movers hadn’t shown up he told me he would call me back. He did not. I then tried calling 30 minutes later and he sent me to voicemail. I tried calling several times and each time no answer. I then blocked my number and miraculously my call was answered. He put me through to someone who told me “we have to reschedule you because the truck is full”. I told him okay can you come tomorrow and he said nope the soonest would be the 16th. This was on the 10th and I had to be out of my house by noon on the 12th. I told him that wouldn’t work. He did not apologize. He did not try to find a solution. I will let everyone I know for the rest of my life what a terrible company this is. Luckily I was able to get another much better company in who provided top of the line service and got me in the following day.

Move size: 2 Bedroom Home Service cost: $5000

If I could give Pegasus Van Lines zero stars, I would. My recent experience with them was an absolute nightmare. The pick-up workers were not only rude but also seemed to have their own secret language, making me feel like an outsider in my own home. Their communication skills were abysmal, and it was like dealing with a brick wall.

To make matters worse, they refused to disassemble any furniture, claiming it wasn't their job. Isn't that the whole point of hiring a moving company? The lack of professionalism was astounding.

But the icing on the cake was the late drop-off. It became apparent that they purposely delayed deliveries until they secured a pick-up deal in the city I was moving to. This is not just poor service; it's deceptive and untrustworthy.

Please don't believe the positive reviews – my experience with [Company Name] was a disaster from start to finish. Save yourself the stress and headaches and find a moving company that actually values their customers.

Move size: 1 Bedroom Home Service cost: $1553

We had a two part move, from previous home to storage units and then to newly purchased home. All employees that we encountered, office staff and movers, had a customer oriented attitude that resulted in a very efficient process. They were able to accommodate us with timely service on short notice during both phases, the first over a distance of about 300 miles and the final move of about 15 miles. We did not hesitate calling them for the final move based on our experiences during the first part. All were courteous, respectful, and pleasant during what was, for us, a stressful event.

Move size: 4 Bedroom Home Service cost: $4930

From the initial call to the final payment, these people were on top of everything. The employees were very knowledgeable and answered all of my questions and concerns. I received several reminder calls and email and my calls were returned timely. The price they quoted was the price I paid. The mover arrived on time and was extremely accommodating. We lived on the fifth floor of a walk up and they appeared not to even notice. They worked quickly and nothing was damaged. A++ service. I would definitely recommend.

Move size: 1 Bedroom Home Service cost: $1240

We had our belongings picked up May 23rd, 2024 in Edmonton AB. We were told they would arrive 10-14 days to Saint john NB and quoted around 4000$. The team showed up an hour late to start, appeared to pack everything well such as dressers, chairs, table with blankets. After they left I had to sign the forms confirming the 200 various items we had. It wasn't later that I realized they marked on the initial pick up that 99% of our stuff was already "scratched, broken or chipped" - including pillows? Clearly a scam to start if off stating there is damage that was never there. We put an airtag in the shipment and watched it sit week after week in edmonton. 3 weeks It did not move from there, and then sat in Toronto for another 4 weeks. Week after week we called and were given attitude by the staff, never apologized to once. We had to have things put into storage as we don't have a home yet but countless items we needed immediately and would put in our rental. The excuse was constantly "they missed the truck, we have more shipments then usual and then that "we're only sending it to a storage unit so it shouldn't matter". Then we get the bill .. 8600$. Reporting we had over 8000lbs of things for a 2 bedroom home. We sold couches, and most heavy things to help bring costs down and there's no way to argue the weight. They THEN tell me they only take cash or e transfer… Nowhere does it ever say we can't pay with credit cards. My deposit was paid with credit card, but they clearly know that if you pay with credit card we could get money back. I paid the money and still our things sat in toronto for another 3 weeks. We have a young baby who was missing her clothes, crib, high chair etc requiring us to buy all new things at the new location as we only had what we could fit on the plane for 7 weeks. The shipment arrives … our furniture completely destroyed. Missing brand new sneakers clearly ripped out of a shoe rack, boxes saturated in water and shredded, mattress topper ripped and black in color, pictures destroyed. The movers continuously asked us "is this all your stuff" as they had mixed shipments in the truck, they had no idea who's things were who's. I still have half the storage unit to go through and I've found 3000$ worth of damage. Dressers scratched and broken, falling apart. I submit my claim as I only had 10 days and was told based off weight of 0.60 cents per lb in damage that we are actually in the negative and would only qualify for 70$ - but we will not even see that as it must be over 350$ to get reimbursement. I am beyond outraged, they continue not to apologize or show any remorse or care for anyone's belongings. This company is beyond disgusting and I will be reporting them to every avenue possible and have my insurance company now involved to get the money back. They are thieves, scammers and this should be completely illegal. We were never offered additional insurance and have pictures of everything. Our belongings absolutely wreak of body odor and mold. Our insurance company has reached out to them and they were beyond rude to them. I am absolutely sick to my stomach they got almost 10,000$ from us and absolutely destroyed all of our belongings that we will have to front the cost to replace. I'm sick to my stomach to think they went through our belongings and picked out things they wanted and walked away with them. I'm going through the rest of the storage unit this week and I'm sure I'll find way more than 3000$ of damage. I AM SICK!!!!!!

Move size: 2 Bedroom Home Service cost: $8600

They are the most useless and fraudulent I have ever worked with in my entire life. My stuffs was picked on 23 July 2024 and I was promised that it will get to my destination on the 1st August.I arrived at my destination on the first of August and these guys told me that my stuffs are still in their custody and has not been shipped yet, and it will be shipped the following week. So now I am stranded in a different province for 2 weeks.

Customer service is also very rude.

2%.

USE THEIR SERVICE AT YOUR OWN RISK ⚠️.

DON’T THINK THAT YOU WILL BE TREATED DIFFERENTLY.

Move size: 2 Bedroom Home Service cost: $1450

We had a somewhat complicated move where we combined two households. The office staff was consistently polite and helpful when I talked with them. I was blown away by the quick, careful, professional manner in which our belongings were loaded and unloaded. The movers displayed good humor and were quite patient with me when I asked them to move my bed three times. I have moved more than 10 times, and this was the smoothest move I have ever done. I can't recommend them highly enough.

Move size: 4 Bedroom Home Service cost: $3560

STAY AWAY! They will double your quote, take your stuff and you get nothing! If I could give a zero star review, I would. First, we were moving provinces, bungalow house. We told them everything/room that would need to be moved and were told a quote that was really great, $4K. We booked them to move in May 2024. I labeled all our boxes with the rooms that they were to go into so it would be easy to locate them. I also kept an inventory of all the boxes too.

The moving crew showed up and that's when they told me that the furniture, mattresses and TVs needed to be wrapped. I said that was part of the service. They said no, I was supposed to wrap the items and they wouldn't take them unless they were wrapped. And for an additional charge, they will wrap them. At that point, it's moving day and if we had known that, we would have wrapped them. So I had no choice but to pay an additional $1100 for them to wrap the stuff. Yes they provide moving blankets and will wrap items, but if they need to be bubble wrapped in cardboard or plastic wrap, then that is extra. Never told us that.

They showed up at 9:15 in the morning and didn't finish until 5:30 at night. 3 man crew. They took so many breaks. They'd say, 10 minute break, it would turn into 45 mins. 5 breaks in total. I don't mind 10-15 min breaks, but when those turn into 45 min each, we are wasting time and it's taking all day. I expected them to be done around 3:30. 2 of the crew didn't speak english and couldn't understand me when I spoke to them. So I had to talk to only one person. I had to keep telling them about boxes they missed labeling/stickering because they'd walk by them.

Then at the end of the day I was given the inventory forms only to read that all the boxes that I labeled, they simply wrote "box" on the paper. So I don't know which boxes are which now. This comes into play when they get delivered. They take the extremely full truck and let us know what the weight is afterwards. Over $8000! Over double what they quoted us! How could they get that wrong of a quote when we provided them all the stuff they'd need to move?! AND, you can't fight them on it because they will just keep your stuff until you pay the full amount. There is no disputing it and they are not remorseful at all that their mistake is costing their client double.

When we got to the new home, and they came to deliver, some of the boxes were damaged, but the stuff inside was fine. Not a big deal. BUT, at the end as I was trying to make sure all of our stuff arrived by looking at my list and theirs, they wanted me to sign that I received everything. I said no because I didn't know if we had everything. 3 man crew bringing in all of our stuff, with just me, I couldn't keep up with them on the counts. So I didn't sign it. The truck was empty though. I said I'd look over everything and I'd email the company once I've done my count. 12 items/boxes were missing. A big ladder, and 11 boxes. I couldn't tell exactly what was missing because their list only said box. Not the descriptions of what I had written on the boxes. One box had precious xmas ornaments both sentimental baby first xmas, and other big life event ornaments. That was in a blue tote I know for sure. Some were boxes and some were totes. Each labeled with "living room box #, master bedroom #," etc.

We sent in a claim, told them all the weights and what we thought was in the boxes. They said it would take up to 8 weeks. 6 weeks goes by an I don't hear anything. I reach out and they tell me that they couldn't find the items, NONE of the 12 were found. AND since they have a deductible of $350, which is nowhere in the contract, we get nothing. Contract says you will be paid $0.60 per pound for your items. We estimated that our items were about 455 pounds. 455 pounds multiplied by .60 per pound (455*0.60=273) (273-350=-77). This is exactly how they wrote it. "This total comes up to negative $77 in actuality you are not eligible for a payout". Their claims department was useless. No remorse that our stuff is lost and that we get nothing out of it. We were never told there was a deductible. We would have made the weight a lot more if we'd known that. So keep that in mind when you submit a claim. OVER EXAGERATE THE POUNDAGE OF YOUR ITEMS. That way you'll actually get some money.

I know that the amount we might have gotten didn't cover even a hint of what the items lost cost, but at least it would have been something. No mention in their contract about the deductible. I asked if they found our stuff at the end of the year, if they do a count and try to find the owners, but nope. Your stuff is now theirs and they will probably keep or sell what they can because you told them what was in the boxes in the claim. They'll know how valuable your stuff is and make a penny of them.

This company is absolutely the worst! Doubling quotes after the fact, lazy labeling, lost items and no compensation.

DO NOT USE THEM!

Move size: 4+ Bedroom Home Service cost: $8500

This is my second time using Pegasus Van Lines for moving. They have exceeded my expectations for both moves. One was local and the other was a three hour away move. The movers were courteous, knowledgeable, and extremely careful with my furniture and boxes. Everything was moved quickly and exactly as asked. Both teams we had worked well together and did a great job with communication. Quotes were very close to actual cost on both moves and both came in slightly under at the end of the move. I highly recommend them for your next move.

Move size: 1 Bedroom Home Service cost: $700

Poor contact. From the very beginning been late for 14 hours for pickup without any notice.

Later been late for drop off for 3 days without notice. I've been forced to ask every time about arriving.

But the worse happen when we receive our stuff. It was all in black oily dust very very hard to clean from. All staff even inside of drawers. A lot of stuff damaged. Dresser, tv, boxes barely survived it all. Horrible. Just horrible. Hidden fees. The invoice appeard to be twice more than estimetade but of course no evidence of weight.

Claims about damages have been denied of course.

Move size: 2 Bedroom Home Service cost: $2800

The only issue has to do with too much communication and it seemed like it was disjointed. Like I was dealing not with one company but with with two different companies or 2 different entities within the same company. It was confusing. Also, when the truck arrived, they did not have picture boxes as requested and scoped in the bid nor mattress covers that should have been included. It worked out but caused me some confusion. The final charge was only 80% of the original bid amount which is good but could have the bid been a later closer to the final billed amount? No a complaint, just an observation.

Move size: 2 Bedroom Home Service cost: $1800

Booking Pegasus and arrival of truck was great. Waiting for our furniture was where it started. They initially told us 7-10 days. It was 28 days. When the truck arrived he asked me to show him our apartment. After seeing he talks to partner in language I didn’t understand and then he says “Because of the long hallway and elevator we have to charge another $250.”I said you’re two and a half weeks late and you want me to pay more plus we have a cashiers check in the remainder of what we owe. He said “sorry ma’am”. He then said “ How do u want to pay”. They wouldn’t unload till I paid an extra $250. After all was unloaded I noticed that they had ruined a desk. So I said to him what about the desk. All he said was “sorry ma’am. Unbelievable. Just a few days into them picking up our furniture we kept getting called to pay the remainder of our balance even thou the initial salesman said $200 down and remainder on arrival of your furniture. We called Pegasus numerous times to have a manager call us back so we could discuss the late truck. No one ever returned our call. If your wanting to book a truck oh they will call you immediately!

Move size: 2 Bedroom Home Service cost: $2600

Okay so here is how they trick you they will give you a quote then when they pick up and weight your stuff they will tell you the (weight of the car alone) mysteriously increased by 2000pounds thats how I ended up paying 2000$ more even though I measured the weight of my stuff and I was 100% sure of it. To remeasure the weight they will ask for 300$ and if you didnt book elevator thats an extra 200$. On the website it says they have coverage incase anything happens to your stuff, but on the contract its says they will not pay a peny for anything and they will mark you stuff as damaged when they are picking it up. They were late by 10 days. They don’t answer emails or phone calls. If I knew this would happen I would use Uhaul instead or even donate my stuff.

Move size: 1 Bedroom Home Service cost: $3000