Progressive Van Lines Incorporated

DO NOT DO BUSINESS WITH THIS COMPANY. Last August, Progressive Van Lines stole my deposit of $2,297.77 and provided no services. Within 48 hours after entering the moving services contract, I decided to cancel, being well within the 72-hour refund policy stated in the contract. When I called Progressive to cancel, a representative said I had to cancel in writing by email. I did so immediately and received an autogenerated email response confirming the cancellation and providing a cancellation reference number. After receiving no further response over the next couple of months and no return of any of the funds on my credit card, I initiated a dispute over the charge through Citibank. I provided Citibank with Progressive's email of acknowledgment of my timely refund claim. Progressive responded to Citibank by providing only a copy of the contract, which contains Progressive's refund policy statement, which confirmed the legitimacy of my refund claim. Over the next several months, Citibank escalated my dispute several times and continued seeking a return of my funds through Progressive's bank, but without success. My many calls and messages left to Progressive over more than 6 months went unanswered and I never received a refund. Progressive Van Lines' business model apparently is to take advantage of lax Florida business laws to lie and steal.

Move size: 4 Bedroom Home Service cost: $2297

Broker service only **DO NOT USE THEM – HIRE DIRECT** At 1st call the company was extremely helpful, patient, returned calls and promised to assist in a seamless move. I originally planned to rent UHAULs for $4,700.00. After speaking with Andrew at Progressive Van Lines, they could complete the move for $5,200.00. We did a room-to-room inventory of items to so all parties knew what the cost would be and what was included with the move.

This seemed like an easy decision since I no longer had to do any of the work myself. Per Andrew they would hire a qualified mover who would deliver our goods with a dedicated tractor trailer and all equipment to complete the project. They went as far as supplying a 26’ transfer truck in case the tractor trailer could not get down our street (comp was a $300.00 value per the contract)

One day prior to the move we received a call from Progressive to again review the inventory list – the price started to go up – Items originally on the quote such as my two king beds did not include the headboards, box springs or frames. Many other items were similar – and so the bait/switch begins. Price was now revised to $7400.00. I was not pleased with this information but what can one do the day before a scheduled move – they have your hands tied. I was told once the movers calculate the cubic feet in the truck the price will most likely drop back down….it won’t!

On moving day – they brokered the worst company one can ever come in contract with. Progressive stated it was Falcon moving but it was actually a subsidiary company called Citi-movers from NJ. Their rating is a one star as that is the least people can give. At that point things took a turn for the worse.

Moving company was to arrive between 11 – 2:00pm with a dedicated truck. Movers showed up 2 hours late with a 26’ rental truck that was partially full with another move. We are moving a 4-bedroom home – which the movers had no idea how much stuff was getting relocated. They kept stating how much that had to be moved, they were totally unprepared for this – outside of the wrong size truck they had no tools, not enough pads or wrapping materials. COMPLETELY UNPREPARED!

They put no pads down on our hardwood floors, had no regard for our items and just did everything the opposite as promised by Andrew. At this time, I tried to call the customer service dept at Progressive…. THEY DONT HAVE A CUSTOMER SERVICE DEPARTMENT or at least one that answers the phone.

Shortly after midnight they had the trucks loaded (yes, they went and rented another truck) Now that my house is empty, everyone is tired (myself included as we had to help them move the items out of the house) This is when I find out I have to deal with the movers directly and Progressive will not answer the phone. Cost for the move is now $10,600.00 and they need 50% cash or postal money order – Again, it’s after midnight and I have no belongings in the house. I forgot to mention the movers tried to scam me on the cubic footage of the truck – I went out with the driver to take physical measurements calculated it all in front of him and he was still in disagreement.

Final decision is I pay them or they will unload the trucks at $135.00 per man hour and put it all back in the garage. I have a scheduled move. I am beyond angry at this time but once again hands are tied by a move date that has to take place. Truck leaves, next morning I have my suitcase of clothes and an air mattress only to now find in the daylight they have scratched every hardwood floor in the house along with wall damage and stair railing damage – I called Citi movers who said they would take care of it…. You guessed it, a month later and still nothing and like Progressive, they don’t answer my calls anymore.

Delivery day is a whole other disaster/scam story.

As another reviewer stated – “I hate this company and will make sure everyone knows what they do to people. The movers told me to file a claim for missing items and damages.”

The 10k insurance that Andrew discussed is BS – it a policy based on weight which will realistically cover nothing but better yet you need a receipt for everything you own to prove ownership before you can file.

The insurance isn't real. This company is a SCAM and ROBBED me. I will never use a moving company again. I wish I just took the UHAUL like I planned to. DO NOT TRUST PROGRESSIVE VAN LINES!!!

All said and done the move cost just over $14,000.00, I ended up with damage at the sold house and damage belongings at the new house. With no options to get any money returned.

I’d like to make this longer but site will not allow. Hopefully this doesn’t happen to anyone else – Avoid Progressive, Falcon and Citi movers at all costs!

Move size: 4 Bedroom Home Service cost: $14400

I went with Progressive after Neil took the time to do a video call with me late one evening. I wanted to make sure my inventory fit in the original space quoted. I realized then I had some more overlooked items after going through it with him. They were super helpful, and addressed all of my questions. They even rescheduled my dates for delivery and stored my items durring the extra time while the contracter fixed our new house. I would absolutely recommend them for anyone who is looking to move across state lines!

Move size: 4 Bedroom Home Service cost: $12150

If I could give zero stars I would. Absolutely horrible customer service when you're finally able to get through and they lie about EVERYTHING! I've left several messages the past few days and I've heard nothing back. They were supposed to show up at my place for pickup on August 2nd and they did not show up until August 4th. My development charged me 110 dollars for each additional day that I had to stay. This is absolutely ridiculous. I would never book with this company again. People that work at this company should really consider a job where they don't have to provide customer service.

The worst experience with a moving company and their employees. It took one month for us to get our items delivered. During that month we were not able to get in contact with the moving company at all. Phone calls would go unanswered as well as messages. Upon arrival, furniture and boxes arrived damaged. Broken furniture, broken boxes and missing items. They lost all of the screws to my bed, so I had to go and purchase new ones. Furthermore, they tried to charge us more for a walking distance. The audacity. They made an already stressful situation even more stressful than it had to be. And the kicker…they aren’t responsible for any damages so if you wanted to file a claim, you can’t, you have to take the loss for the damages because you will not be reimbursed.

1. You cannot seem to get anyone on the phone

2. When you do get someone on the phone they are rude, unprofessional and incompetent. They lie, lie, lie!!

3. They provide you with no answers

4. Overcharge you for services

5. No accountability on their part

6. Items arrived damaged and missing

7. Tried to charge more once they arrived with items

Do your research before booking with any moving company, local or long distance. Read reviews and do your due diligence. Please be advised that this company posts their own five star reviews.

Move size: 1 Bedroom Home Service cost: $4800

These guys were nice at first and very helpful when it came to taking my money. They never showed up and didn’t call and I was scammed for $1400. Now I’m stuck in a loophole and Better Business Bureau BS…Do yourself a favor and pick somebody else. They really fucked me over. This is not fictitious. Please help them go out of business by just picking somebody else.

Call Quinn Henry @ 619-577-6266

He will come through. We are COMPLETELY DISAPPOINTED.

Move size: 3 Bedroom Home Service cost: $1567

WARNING: THIS IS A SCAMMING COMPANY. NOT WHO THEY SAY THEY ARE. And they have 17 scam/reviews on their dot report pull up online. WILL TAKE YOUR MONEY AND NEVER SHOW UP, NOR WILL THEY GIVE YOU A REFUND.PLEASEREVIEWALLPRINTSINCONTRACT.DONOTAGREETOFORFEITYOURDEPOSIT.IFYOUDO,THEY

WILL TAKE IT, AND NOT GIVE IT BACK. PLEASE GO WITH A REPUTABLE COMPANY POD OR UHAUL TO SAVE YOUR MONEY, PROPERTY AND YOUR REFUND AND THE STRESS. THIS HAS BEEN A NIGHTMARE FOR ME ALONG WITH MANY OTHERS APPARENTLY. READ GOOGLE REVIEWS

NO REAL OR VERIFIED GOOD GOOGLE REVIEWS

I booked a move and paid a $900 deposit on the 25th of August and was verbally promised that the truck was going to arrive no later than the 31st. Joe and Andrew lied and manipulated me just to steal $900 from me. They're really nice and tried to manipulate you and talk you into putting your trust into them in which I did after reviewing many bad reviews in regards to theft and non-job acceptances. And I had a bad feeling about this before during and after I spoke with these people. This is a poor quality poor value non-professional non-responsive organization. They will lie to you and tell you what you want to hear, and that you will be able to get in touch with them and that they will help you before during and after services and after you make your deposit none of that is true. Nobody knows what they're talking about, no one can provide any details to any information or services that are being offered nor will they after the deposit is made! Get your money scammed here if you want to. Everyone speaks a script and they basically disown you after you pay the deposit. Iwas respectful the whole way and I'm on a fixed budget, disability with a child and was left standing outside with all of my belongings and my kid for days as they never showed up. I was trying to give them time and respect their business and contractual agreements. If there were no stars they would get negative five. Please do not trust these people. The price is too good to be true. If you're going to sign a contract with them please read all of the fine print and make sense of it I would literally go over this with a lawyer or someone who professionally writes contracts up because they will not give you a refund at all everything is basically forfeiting your deposit. They don't care what you're going through or anything like that. Kids, or not not disabled or not low income or budgeted income or not. DO NOT BUY!!!! Worst experience ever. -RJ

Move size: 1 Bedroom Home Service cost: $2700

Progressive helped me with my move from North Carolina to sunny Florida. Kevin was my sales rep and he was really comforting compared to everyone else I spoke with who tried to rush me to make (what I consider) a very important decision. He answered ALL of my questions in detail, and there were many since this was my first time using a moving company. He really addressed all my concerns which led me to do my move with them. The customer service department was super friendly and professional. (Very Pleased) The crew came on our scheduled move day and Rafeal was awesome as well as his helpers! All in all Progressive did an amazing job on my move and I will recommend them to anyone I know!

Move size: 2 Bedroom Home Service cost: $3256

Helped me so much when my family was relocating to New Jersey. Price was AMAZING considering what I was quoted other places and they were willing to work with me. I actually paid less than expected, that never happens! Moves are so expensive so to have a little bit of extra money at the end of the day means a lot. They always picked up the phone and answered any questions. They even called me to make sure everything was a go a couple days before which I am grateful for. On the day of the move they packaged the items with care and on delivery they arrived just as they were before the shipment. Movers were polite and even put stuff in the correct room for me. Overall this is a very professional company that I would use again if need be. 10/10 in my book.

Move size: 3 Bedroom Home Service cost: $2850

Honestly, these guys went above and beyond with my move! I was so pleased with how friendly they were, how available they were, and how in control I felt with my move overall! My family and I moved homes from Orlando FL to Ashville NC, not a super far move but with 5 of us, a 2 year old and twin 4 year olds... you can imagine how quickly we realized how overwhelming this was. However, the guys at Progressive Van Lines really stepped up to the plate where we needed the most. They shipped our stuff, held our stuff in storage, moved us all in, AND even helped me change a tire on 95... I literally could not believe how willing and selfless they were to provide the best possible service. I highly recommend this service to anyone moving out of state with a handful like ourselves. They delivered a very affordable price, the full move-in move-out service, assembly for some our new furniture items (which, that's not to mention how heavy the pieces were), some humor, great attitudes, and an overall trusting experience. We will be using them again!

Move size: 4 Bedroom Home Service cost: $3000

Our family used Progressive for our move from Texas back home to Wisconsin. We have property Wisconsin and they were able to get us dropped off at 2 different locations and didn’t charge us extra. The movers wore masks, gloves and told us they had been tested for covid which was a godsend because my husband has asthma. They put my desk back together which was amazing considering I couldn’t do it myself. My daughter and her husband are moving next year and I will be recommending this highly professional moving company to them. 5 stars. Thanks team!

Move size: 2 Bedroom Home Service cost: $4200

When I first contacted them they told me to fill out the bill of lading saying I needed my furniture "immediately." I did so and it's now been eight days since they picked my stuff up for a move from Ohio to the Boston area. When I call to find out an ETA I get the same answer "we called dispatch and they're waiting for a truck to come in." Whatever that means. All I'm asking for is an ETA and to have delivery made.

The team who packed my stuff up were great. Courteous, professional and attentive. All the problems started once everything left.

Move size: 2 Bedroom Home Service cost: $3400

Warning!!!! Please do not make the same mistake we did- DO NOT use this service. Three months ago I called, got a quote, signed a contract with a very nice individual named Joe. We had a two day window for pack out, it was the day before our house closed everything seemed fine. I emailed closer to the date about how to make sure the house was ready since they would be packing our boxes and everything I asked if things need to be off the walls, things out of drawers etc. Joe would email back answer my questions telling us we were still on track with a 99% chance it was going to be on the Tuesday (which was the first day of our two day today window). He called on Tuesday and said it would actually be on Wednesday. He confirmed what we had going and I was assured that even though my house was pretty large the one day would be plenty enough time because our house was closing the next day. On Wednesday, an hour AFTER they were supposed to be at our house, get a call some guy name Sean who informs me that they don’t have a crew to come out to my house he’s really sorry but they have to cancel. So I’m stuck with a house full of furniture, not even a box to back in, and less than 24 hours before my house closes. He offered to refund my deposit... like are you kidding?!? I am seeking legal action but please do not put yourself in this super horrible situation! We’ll see if I can get the deposit back

Move size: 4 Bedroom Home Service cost: $852000

I hired Progressive Van Lines due to the fact it was veteran owned.

Things started to go South after the deposit was paid.

1) Andrew never bothered to call for the updated inventory even though it was the day before scheduled pick-up. I called. Mentioned everything again in the inventory but added 3 ceramic plant holders, larger in size, however, never received an updated estimate. Oh yea I did Dylan the customer service mgr sent it via email after the fact.

2) They send Neville and Son Trucking LLC to contract the move. Head boss, continued to tell me he couldn’t give me a quote until all was loaded. Just say the price of the estimate more than doubled.

3)When inquired about it I get of course the gaslighting, excuses, I was furious because I knew what I was seeing but my back was against the wall.

4)When notified Progressive on 9 April 2021 I was ready for my household goods, I was given a date and timeframe, that passed. Called again Dylan said he’d call Neville and get status, I got nothing back.

Finally, a week later he has Jessica from Neville who explains the storage fee of $498.00 I believe, I just know, Progressive agreed to assist with half.

5)I call again this time refusing to speak with Dylan why, because Dylan doesn’t tell the truth. Dylan will gaslight and back peddle when it comes to anything. Dylan told me when I called the first time after the movers left he would try and find assistance for me, considering I am a 100% combat veteran and am on a fixed income. I do not get assistance from others, I have no other means to support myself, so the inflated increase was not what I anticipated nor budgeted for.

5) It is my understanding Progressive is just the “dispatcher” for lack of a better word. However, I hired your company not Neville, therefore they are your responsibility to ensure your ‘words’ actions align with your duty of service, and as of this day, I was told by John DeSilva from Neville and Son that my HH goods would be here yesterday, Sunday April 25, 2021 and as of 0728 CT John ain’t answering his phone.

6) I emailed a final statement then backed it up with a call, refusing to speak with Dylan, and was told within 48 I would know something by a guy named Steven who asked I send a copy of information to him which I did and I have yet to hear back from him and I spoke to him and sent the email at 5:15 pm on the 22nd

It is now 8:30 and getting texts and calls and all that jazz telling me This Good morning. The truck will be there today between 12-2PM. Please have cash or money order of $1,816.00 ready at the time of delivery before an offload can take place. Thank you and have a great day.

No written invoice like I asked. Nothing!

Worst experience in my life! Most unprofessional pieces of work ever! Mind you I paid $936.00 deposit $1,400 deposit.Scammedor fraudyoudecide

Move size: 2 Bedroom Home Service cost: $4018

We had the WORST experience with this company. They are nothing but a scam. We signed a contract with them to move our stuff from NY to NC. We'll what they do is use another moving company Falcon Moving Company which is even WORST. Falcon company showed up late day of our move and said we didn't pay for enough square footage for the stuff we had. Long story short we ended up paying $1100 more. When they finally showed up 2 weeks later then they originally promised they only had half of our stuff. They asked for $260 more to put certain boxes on the 3rd floor of our 3 story home.. But we made it clear it was 3 stories at the beginning and they said you won't get charged extra for stairs in the house only stair outside the house. Well they claimed they had no knowledge of that. So we paid the money then they told us they were tired and can they leave the boxes on the second level. I said absolutely not, we just paid you extra to take this boxes to the 3rd level so that what you are going to do. Unbelievable !!!

Some of the boxes we used were changed to different boxes and they had gone through all of our stuff with other people stuff mixed in the boxes. They stole 3 TV's, laptop , a electric fireplace, several furniture items and a lot of our clothes. We Called Progressive Van Lines and they kept us going for several days before they told us don't call back anymore and there is nothing they can do about our missing items. We spoke to this RUDE woman name ASHLEY. EXTREMELY RUDE!!! She has no customer service skill at all. Bottom line DO NOT USE PROGRESSIVE VAN LINE OR FALCIN MOVING COMPANY. The whole set up is a SCAM!!! I Only put 1 star because it makes you put a star in for rating but they deserve NO STARS!

Move size: 3 Bedroom Home Service cost: $3000

Working with Progressive was an awful experience. I hired them to move my son out of his college apartment. It was a small move. Not complicated at all. Started off good. Spoke with Josh King. He was easy to talk to and eventually "sold" me on using them. When I started to have trouble, he was no where to be found. His direct line no longer worked and I was left to deal with rude, incompetent and unprofessional people. I mostly dealt with Dylan, who called himself the Customer Service Manager. The only question I was looking to get answered was when and what time would someone be at my son's apartment to pick up his belongings. Not a difficult question but it lead to 3 days of jerking me around. I got hung up on. Yelled at. Even told me to be patient on day 3 because there are 20 million people across the country trying to move and that they are very busy. Almost a direct quote, again, in response to me asking what time will someone be there. Finally got a call on the last day of my "window" from Falcon Moving company. He sounded nice, responsive. He did ask if they could go the next day, to which I told him they could not. My son was already a day over his lease and I had to pay an extra day's rent because Progressive "couldn't" get anyone there the day before. I obviously, was onto the scam I got myself into, and told my son to put anything of value in his car and to not allow them to put it on the moving truck. Best thing I ever did. They did pick up his stuff. Called me at 9p.m. to tell me it was going to cost more than I was quoted because I was over my "cubic feet." Cubic feet was NEVER discussed. They took his things and 5 days later wanted to deliver it. I told them I was not paying another cent over whatI was quoted. They tried to shake me down for the Money and I told them I didn't care about anything on that truck that they could take it and throw it away. It was disappointing that Falcon was also in on the scam. They too would not return my calls when I tried to settle the balance. Had to negotiate with the driver who I don't even think worked for them. Came in a Ryder truck with no markings of Falcon Moving anywhere. This was a week long ordeal that cause so much stress and anxiety. Just AWFUL. RUN AWAY!

Move size: Studio Service cost: $1500

If I could give Progressive Van Lines 0 stars I would. Initially their customer service representatives were helpful, and I was hopeful for a seamless move. I was quoted a pick-up window of 08/19 - 08/20. The movers never showed up on either days and never communicated with me that they wouldn't be coming. I called, emailed, texted, and no one ever responded. They took $1420 from me and did absolutely nothing. They have yet to give me a refund. I am getting lawyers involved at this point, but of course they make that difficult as all law suits must be filed in Florida. 0/10 would not recommend. Please save yourself the headache.

Move size: 1 Bedroom Home Service cost: $2690

We signed a contract with Progressive Van Line for our move (6/29) on 5/10. We paid a deposit of $1687.80 for our household (order# H***2238) and $150 for auto transport (order# H***4591).

Our broker gave us the time range 6/29-6/30 for our household pickup. They failed to find a truck during the promised time range, and they told us that the deposit became non-refundable 5 days before our first available pickup date. We reluctantly picked 7/19-7/20 for their second chance.

Again, they failed to find a truck for our household items (7/19-7/20) and our cars (7/20-7/21) during the promised time range. The cancellation department informed us that they are keeping our deposit for a whole year.

We want to point out that Progressive Van Lines violated multiple FMCSA/ federal regulations and at least one Palm Beach Country Code of Ordinance while dealing with us as their customer.

CFR

Title 49, Subtitle B, Chapter III, Subchapter B, Part 371

(https://www.ecfr.gov/cgi-bin/retrieveECFR?gp=1&ty=HTML&h=L&mc=true&=PART&n=pt49.5.371#se49.5.371_1109)

§371.109

(a) You must provide each potential individual shipper who contacts you a list of all authorized household goods motor carriers you use, including their U.S. DOT registration number(s) and MC license numbers.

-- Progressive Van lines did NOT provide us the list nor that information of the authorized motor carrier whose tariff they claimed they created the estimate based on.

§371.111

(b) If an individual shipper elects to waive physical receipt of the Federal consumer protection information by one of the methods described in paragraphs (a)(2) and (a)(3) of this section, and elects to access the same information via the hyperlink on the Internet as provided in paragraph (a)(1) of this section, you must include a clear and concise statement on the written estimate described in §371.113 that the individual shipper expressly agreed to access the Federal consumer protection information on the Internet.

-- Progressive Van lines did NOT include the statement on our binding estimate, nor were we provided any consumer protection information. (the signed contract/binding estimate is attached.)

(c) You must obtain a signed, dated paper receipt showing the individual shipper has received both booklets that includes, if applicable, verification of the shipper's agreement to access the Federal consumer protection information on the Internet.

-- We never signed nor created any of those documents or verification, nor Progressive Van Lines had explicitly mentioned to us the existence of such agreement.

Palm Beach County, Code of Ordinances, Chapter 17, Article VIII, Sec. 17-291. - Brokers. (https://library.municode.com/fl/palm_beach_county/codes/code_of_ordinances?nodeId=PABECOCO_CH17LITAMIBURE_ARTVIIIMOSTBU_S17-291BR)

(d)

At least seventy-two (72) hours prior to the move, the broker shall provide written disclosure to the shipper that the move will be brokered and provide the name, physical address, phone number and contact person of the permitted/registered moving company actually performing the household move. The shipper may cancel the move at his or her discretion, and the broker shall refund all monies paid.

-- Progressive Van Lines did NOT provide us any of that information within 72 hours prior to move or any other timelines.

Those violations are reported for investigations to each authority, hoping to protect current and future customers of Progressive Van Lines. I hope this information will be helpful.

We were entitled to cancel the move at our discretion, and no such clause we signed states that the refund due to the company's violation should take one year.

Progressive Van Line caused a financial burden (nearly $2000 extra to deal with their cancellation) and significant emotional stress on us. The company failed to provide what they promised multiple times, and there is no guarantee that they will refund us a year later. We continue to seek a resolution and immediate refund.

Move size: 2 Bedroom Home Service cost: $1837

If it were possible to give them zero stars I would! They are a scam! I was scheduled to have items picked up for a move on August 28th or 29th, which didn’t happen but there was no communication from the company about any delays, despite my repeated calls and emails for an update. When I finally reached customer service I was told PROGRESSIVE cancelled the contract because they couldn’t find a carrier to meet my pick up dates. After not providing the service, they refused to provide me a refund as they said the deposit is non-refundable. I think most customers and any reputable business would agree a refund should be provided is no service was provided…especially if the company cancelled the contract. Don’t believe the positive reviews, they probably aren’t from actual customers.

Move size: 1 Bedroom Home Service cost: $2100