Pegasus Vanlines

We recently used Pegasus for our store move. The experience was excellent from start to finish. We moved many heavy pieces of high end custom cabinetry, store furnishings and all our inventory. They were scheduled to send 4 men and one large truck, 2 trucks showed up with 5 men. They started early, finished by mid afternoon and the final price was just slightly higher than original estimate. Everything arrived in its new location in perfect condition and the movers placed everything as directed. I recommend them highly and would definitely use them again.

Move size: Commercial Move Service cost: $3800

We recently used Pegasus for moving our house from Halifax to Toronto and it was overall a decent experience, albeit with few hiccups. The movers were scheduled to come a day later but they rescheduled it a day prior and even during that day the sales person miscommunicated with the movers arriving 6 hours early leaving us limited time to pack things up. Although, the movers took great care in packing and delivery of the goods and were very cordial and helpful to take some additional measures so that the packaging were intact.

Move size: Studio Service cost: $750

The pros:

The movers themselves were prompt courteous, and careful with out things.

The cons:

Completely unethical and rude service. In our initial consultation, we were told over the phone and in writing that our furniture wrapping would be included. We were never given a separate price list, or instructions on what kind of wrapping was not included.

When the movers arrived, they instructed us we would be charged an extra 300$ in additional wrapping. They told us to call the manager, Nick, to discuss this. Nick didn't reply and we had no choice but to continue to move.

We had a chat with a lady in accounting about the issue, who also told us that we would need to speak to Nick. We called again, and again no answer.

Lastly, on the day we were supposed to have our things delivered, we tried to call Pegasus again in order to sort out the misunderstanding. We were told we would have had to speak to accounting (who told us to speak to Nick) and that Nick was on holiday and wouldn't be back until after our move was completed. When I tried to argue our consumer rights and requested someone else to speak to, I was hung up on.

Luckily, our conversations have all been recorded and are being forwarded to better business bureau and pegusus' associated marketing partners.

Move size: 1 Bedroom Home Service cost: $1750

I am writing to express my profound disappointment and frustration with the service provided by Pegasus Vanlines, particularly with Nick Galanis. Our recent experience has left us feeling utterly let down and disheartened.

We initially received a quote from Nick Galanis on December 28th for a move from Orleans, Ontario to Quebec City scheduled for February 1st and 2nd, 2024. The agreement was clear - the movers would pack all belongings on February 1st and deliver them promptly to Quebec on February 2nd, as confirmed in writing. (email attached)

However, what followed was a month of unfulfilled promises and a shocking lack of communication. Despite numerous emails attempting to confirm details with Nick, it was only after persistent efforts and a phone call to his contact number that we discovered a significant deviation from the agreed-upon plan. Our move was suddenly pushed to February 3rd, and to add insult to injury, the contents would not be delivered for an entire week. This critical change was only brought to our attention when we took the initiative to contact your office.

The implications of this last-minute shift are profound. We are in the process of relocating an 80-year-old lady to a retirement home in another province, and our expectation was for a seamless transition. Instead of honoring the commitment made in numerous emails for a move on the 2nd, the packing date was postponed by a day, and the delivery date was arbitrarily delayed by a week.

What is perhaps even more disheartening is the utter lack of concern demonstrated by the person organizing the move. Rather than addressing our legitimate concerns and working towards a solution, they exhibited a shocking indifference to the impact this change had on our plans. As customers facing an unexpected and avoidable predicament, we were left scrambling to find an alternative moving company to salvage what was supposed to be a smooth transition for our elderly family member.

The level of customer service provided by Pegasus Vanlines in this instance is nothing short of appalling. The complete disregard for communication, the lack of empathy, and the failure to honor commitments are simply unacceptable. It is disappointing to see a company treat its customers with such disdain.

We urge Pegasus Vanlines to reflect on this experience and take immediate steps to rectify these issues. As customers who trusted your company with a significant and time-sensitive move, we are left deeply dissatisfied and questioning the integrity of your services. It is our hope that no other customer has to endure the same level of disappointment and frustration that we have experienced.

In conclusion, Pegasus Vanlines should be genuinely ashamed of the way it has handled this situation and the impact it has had on its customers. The treatment we received is far from the standard of care and respect that one would expect from a reputable moving company.

Move size: 1 Bedroom Home Service cost: $2500

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

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