Proud American Vanlines

In my process of going online and looking for interstate moving companies I came across a company called proud American Van lines. I didn’t know much about them as I have never moved before I guess you could say I knew nothing about any moving company. The sales rep that took my car had been doing this for well over 10 years and he knew all the inns and outs of the business I instantly felt comfortable and exchanging my information with him. Based analysis experience he was able to tell me the best ways that I could save money as well as protecting myself in the event of an on for seen events. Amount of stress this company took off of us was without a doubt outstanding. The movers are very friendly and very mindful as they work their way through my home. Once on the road we were in constant contact with them and knew exactly when to expect them. The price we paid was less than we anticipated but at the same time moving is expensive so it’s important you make the right choice. I’m all about supporting America and any American bass company and most importantly I wanted a company that can speak to you like they were my friends and treated like family and that’s some thing either have or you don’t and they had it and as a result earn my business and another happy customer.

Move size: 4 Bedroom Home Service cost: $6500

I’ve never had to use a professional moving service before so I had no idea where to start or what to expect. I got on the computer and decided to call a few companies I read to be highly rated and professional. One company stood out from everyone I spoke to and that was the staff at Proud American Van Lines. They were genuine people that truly wanted to help me and I never felt like I was being pushed into making my decision. The were very detailed in every aspect of the process and it all happened just as they said it would. I called a lot early on just because I was nervous but they always took my calls and helped with all my requests. Thank you for all the savings I couldn’t afford to move otherwise. At a time that is so difficult your company helped so much. Bless your hearts

Move size: 3 Bedroom Home Service cost: $6500

Just wanted to extend a very special thank you to entire team over at Proud American Van Lines. I went online looking for a mover during the pandemic and didn't even think it was possible to have a mover come out at the time but thankfully they did. Not only did they show up but the work they did was exceptional and any help I needed before the move or during someone was always able to assist me. I did get other quotes just to do my part and Proud American was priced Right in the middle of the other companies but the ratings and reputation and the quality of service is what set them apart. I couldn't have been happier with how the move played out. I'm forever grateful and would absolutely use them again.

Move size: 3 Bedroom Home Service cost: $8400

Worst moving experience ever. The transaction was smooth at first. However, I set the moving dateabout 6 weeks before our move. I received a call a few days prior to reconfirm the move date and estimated size. I had a backup day as well--the day prior to our move.

Two days before the move, they called and said they overbooked and could no longer guarantee the move days. I could accept a move the same day or nothing. Movers arrive late after getting lost. They then tried to add 40% (300 Cubic feet) more to the size of the move. I argued and called the main office. The foreman,without looking and our items again reduced his estimate by 100 cubic feet when he spoke to the main office. I have no problem if we have more items. Randomly stating our items are oversized (they aren't--we live in the city with smaller rooms) is wrong.

It's a bait and switch. Their estimates use a small size for the furniture and then the price changes when they arrive. They also tried to charge for items that were to be included for free--blankets, packing, etc. Luckily, it was in the contract.

Avoid. Avoid Avoid. They went from the lowest bid to the highest cost.

Move size: 3 Bedroom Home Service cost: $6000

Unfortunately, I'm seeing similar experiences to mine. I submitted an estimate of what I needed moved about 4 weeks out. The quote I received was $3500 which was the lowest by about $1k. Two days before my move date, they asked if they could move it up a day early, so I hustled to get all my stuff completely packed a day sooner. The movers came on site and started moving my stuff and helping me pack the the last little bit which was about the only good experience of the ordeal. They ended up loading more than I estimated, and it somehow turned into $3500 additional which I was told after my stuff was completely packed basically leaving me with a $7000 bill, twice the estimated cost. Didn't really have another option but to take it on the chin and pay. It feels like a scam that they can tack on double the estimate after you're completely packed with no time to have a contingency. I wish I had called the main office to fight this scam in the moment, but was so completely shocked, I didn't and now can just warn you about it.

Move size: 1 Bedroom Home Service cost: $7000

We have had the most terrible experience with Proud American Vanlines; we only went with this company because we read great reviews from other customers and were willing to pay more for a stress-free move. It turned out to be the most stressful move of our lives.

They were four days late (despite our reserving this move date three months prior to the move) and each day we were told they’d be there the next day so we couldn’t even plan around it. Sierra with customer service told us we would receive compensation for their lateness, but this was later revoked by Ashley with customer service escalation team; Ashley told us we would not receive anything and that we could not get a refund on our deposit if we cancelled.

Dispatch doesn’t have a manager; Jeremy with dispatch yelled at me and when I asked to speak to his manager, he stated that there is no oversight over his department at all.

PA customer service assured us we would be discounted/compensated for the lateness and then told us they wouldn’t after all (quote “I can’t do anything about the past; I have to look at the present.”)

Communication is poor; we had to call them, they would say they would call and then wouldn’t (four times on four separate days)

Proud American sent us an invoice for one amount (more than $9,000) with instructions how to pay PA

When the movers finally did show up, they wanted to charge us $3700 more than estimated with no justification for this.

The movers claimed PA never told them that it was a full-pack (and they didn’t do a full pack; they left everything in the closet downstairs and tried to leave everything in the bathroom and half of the upstairs closet - we had to drive personally back to Texas to retrieve the leftover belongings.

When we complained to PA about the movers on the day-of, Ashley with PA told us (quote) “we don’t have anything to do with the movers; we just broker the deal with the moving company, and it’s on you to supervise the move and make sure they do their job.”

The movers demanded that we pay them directly in cash or via CashApp only and attempted to charge us another fee for the full-pack (after we had paid Proud American for this service already)

Now not only is Proud American refusing to answer our calls (on July 11th), but the movers themselves are calling us repeatedly to harass us (literally yelling at us through the phone) for money and hold our belongings hostage.

Move size: 2 Bedroom Home Service cost: $9000

The initial process was smooth and the representative was helpful, but the first group of movers showed up sooner than planned and we either had to go with that date or wait like 3 more weeks. Even the actual movers that showed up said they weren't planning on being there that soon. Then even though we communicated with our rep and the quality assurance person that we had to bring our washer and dryer this was never communicated to the actual movers so if we wanted to bring them we would have had to pay an extra $2200! It was a cross country move that was going to be $7400 so a huge cost to bring the the washer and dryer so we had to on the fly figure out a way to get rid of them. They charged us an extra $450 for supplies to box stuff up even though it was their fault for showing up early. I was told 3 different times someone from customer service would call me and they didn't. Then when I followed up the person basically said we should be thankful they came early because other places were behind. Also no solution for the cost to bring the washer and dryer other than I had to decide what I wanted to do.

The movers (a different group of people) brought our stuff today. The movers were very nice. However, we had multiple things broken and I understand that happens in a cross country move but looking at the shape of the boxes and tubs they clearly just tried to shove as much as they could into the truck and didn't pay attention as much to our belongings.

It is really difficult to adequately tell you if they will do a good job for you because it all depends on the various crews they get. We had one group load our stuff, then it was clear some group of people took our stuff off that truck and put it on another truck with multiple other people's belongings and then another group brought our stuff. So, who knows who was careless with our belongings? Who gets held accountable?

So, could you have a positive move with Proud American Movers? Sure. But once again it all depends on the multiple crews from multiple companies they have loading, storing, and transporting your stuff.

Would we go with Proud American Movers again. Short answer no.

Move size: 3 Bedroom Home Service cost: $7400

Working with Proud American Van Lines is what i expected from a professional moving company. I spoke to many others but none of them explained in detail the way this company did. The level of experience every person within the company has and being treated with such a high level of respect and patience made them my number 1 choice to handle my relocation. Ive personally had 2 very bad experience in the past with movers working with Proud American Van Lines i never had any doubt and I never felt like i was being setup to be taken advantage of. Moving can be very overwhelming especially when getting quotes but do not fall for the cheapest price or the companies that just tell you yes to everything you say. Proud American gave me actual and factual information regarding my relocation so I made the proper arrangements so i wouldnt be put out. The movers showed up ready to work and took time handling all my furniture some of which is very valuable. I was able to get a status update at any point i wanted and the experience couldn't have gone any smoother. I just wanted to personally thank each and every one of you that played a part in my move and I will be recommending you to all my friends and family. Great Great job

Move size: 4 Bedroom Home Service cost: $12400

Overall our move was satisfactory as the crew Proud American hired were fast an efficient. The issue we have is that it took a bit over a month for our things to be delivered and some items were stolen. We were told it would be delivered 10-21 days after the initial pick up, but after Proud American said no it's actually 10-21 days after the first possible move. Be clear about delivery dates. A few items were stolen from one of our boxes. It looked like it had been reopened while in warehouse. The items were costume jewelry (rings, earrings, necklaces), an old Samsung phone, a bike headlight, and coins in a pouch and cup about $100 worth. As there is no in depth inventory made with Proud American, we cannot provide proof of items. The items stolen are also old, so any receipts would no longer be of existence. Be weary of hiring Proud American as you do not know which movers they will be subcontracting.

Move size: 1 Bedroom Home Service cost: $6000

When I first found out that I had a revocation coming up I do it every other person would probably do and went on the Internet. I spent hours and hours researching company and the company until finally landing on proud American Van Lines. I also got quotes from for five other companies and something was just off with those I just couldn’t put my finger on it. Proud American Van lines was extremely thorough and putting together my relocation package. I can confidently say that without working with them that I would’ve been another victim do you were moving scam. My sales coordinator Paul took a great length of time to make sure I felt comfortable every step of the way and even help point out things and other estimates I receive that other moving companies just breezed through. It wasn’t just him that made this move goes smoothly it was the other departments like quality insurance and a dispatch that was always available and this is what makes this company move up to its reputation. Please take your time when looking for a mover you don’t realize how easy it is to find yourself caught up in a very bad situation. I’ve had bad experiences in the past with movers so when I come here to document my experience it’s not only to inform but it’s to give praise where praise is due. They were not the cheapest company that I talked to but I was smart enough to realize what would have happened if I didn’t realize what it meant to be under quoted. My moving experience was terrific and it was largely in part to the company and all their time and energy they put into making sure my move went well. So thank you from me and my family and anyone else who is reading this I hope it helps you too.

Move size: 3 Bedroom Home Service cost: $7400

If proud Americans than is on your list of movers I would definitely recommend going forward with them. I originally had reserved the move with another company and two days before they were supposed to pick me up I received a phone call telling me they were no longer able to service my move. I reached out in a panic and contacted a few moving companies I found on move Buddha. I got quotes from four of them and Proud American Van Lines was the only company that took time to explain the details and I felt comfortable with. Moving this time of year can be very expensive and if I had a mover show up and start charging me more i would have lost my mind. They are genuine people who have an amazing knowledge of the industry and put together a move properly. It’s so obvious after talking with them and looking at some of the other quotes I had they were the clean cut best option. Thank you all for making arrangements in the last minute to have me picked up and having a storage option on top of it. They are every ounce of a real mover and will definitely use again if needed.

Move size: 4 Bedroom Home Service cost: $14500

My family and I have moved around the world ~20 times so we've experienced numerous movers. Proud American Vanlines is the worst we've ever experienced. Sales guy was nice when he tried to get your money. Once we paid the 40% deposit, everything changed.

Issue #1 Five no-shows

* Paid on 6/4, scheduled for 6/19 move. No show.

* Rescheduled to 6/25. No show again.

* Rescheduled to 6/28 at 9am. No show.

* Rescheduled to 6/28 at 3pm. No show.

* Rescheduled to 7:30pm. No show.

* Then suddenly a random driver called and asked to move our stuff at 9pm in the evening. Seriously? There were furniture to pack. Even if we could move, the neighbors would surely complain. Who sends movers to pack up stuff and move at 9pm? And that's before the driver actually showed up. We turned it down because it was too late. There was no guarantee that the driver would actually show up at all.

Issue #2 Rude customer service reps who yelled at me

* When we called to get help (because of numerous no-shows), the customer service rep yelled at me. "If you're having issues with the move, why don't you call your move coordinator? It's not my problem" (hello? You're customer service agent? You work for the same company?)

* When we called to finally cancel the move (because we were fed up after five no-shows and surprised by their lack of professionalism), another "manager" at customer service hotline yelled at us again. He said "according to our policy, if we missed a window, then we're allowed to reschedule a second window." When I responded "ok but you've missed five windows." His response was "not according to my records. Go ahead and file BBB complaint. I don't care." When I asked him "do you refuse to refund?" He first went silent and then he hung up on me.

* When we called again to try and get refund of the 40% deposit, another (customer service rep agent #3 we dealt with) yelled at us again. Saying "Sure, you're one of those customers that chargeback. Go ahead." Hello? I have never received your actual service? She also hung up on me.

* When we called again to get to the fourth customer service rep agent, she threatened to invalidate my complaint "we're a moving broker. We are allowed to subcontract out to local movers. Go ahead add that to the court paper. Your claim will be invalidated."

Issue #3 Original sales rep disappeared

We called. We left voice mails. We sent emails. No response. It's like he completely disappeared off the face of earth

Issue #4 The quote we signed appeared to have disappeared

We were sent a link to review and sign the quote on 6/4 (before we made the payment). Throughout the no-shows and customer service reps yelling at us / hanging up on us debacle, the link no longer works. I'm not sure what the deal is. Is Proud American Vanlines trying to erase our sales records from their system? Luckily I made a copy of the original quote that we signed, as well as retained a payment record from my bank.

Issue #5 At this point, I just want my deposit back. It is thousands of dollars and we never received the service. Yet because I didn't pay via credit card, I am unable to easily handle the refund through credit card chargeback. This reminds me of why I didn't use credit card to pay in the first place? We did try. But for some reason, the credit card payment did not go through. In retrospect, I should've been more careful back then. Clearly we have no issue on credit limit. There might've been some issues with Proud American Vanlines' system that somehow made it very difficult to pay via credit card. We ended up making ACH transfer which now makes it very difficult to get back the funds.

In summary, if you have too much time in your hands, you would like to waste 10+ days waiting for a mover that would never come, despite 5 earnest attempts of you really trying to make it work... and if you want to experience the worst possible customer service in all of America... use Proud American Vanlines. Otherwise, run, do not walk. Run as soon as you can. Do not believe a word the sales person tells you. Because he or she will disappear once they got your money.

Move size: 2 Bedroom Home Service cost: $6398

This is a company of cheats and liars.

They held me hostage both while picking up the items and when dropping off. Evenly single person I spoke to from this company does not have the basic knowledge of how to talk to a customer they are a bunch os thugs who abuse the customers. My life was a hell while I was moving my household items with these guys. They quote for $4K but charged me almost $8k for my move. Most of these review are either bogus or the people who moved didn’t pay it out of their pocket to realize the amount of lie and daylight robbery that these guys do. Do yourself a big favor by not choosing them ever.

Move size: 1 Bedroom Home Service cost: $8000

This company is a brokerage firm for moving companies. With that in mind, after speaking with them and signing a lengthy contract I was under the impression that they would be my contact until my goods were delivered (they actually said to contact them if I had any issues). Unfortunately I was wrong. Once the movers showed up I was on my own when dealing with the movers they hired (as per phone conversation with Proud American Vanlines customer service). I had a few disputes and proud American Vanlines told me that my contract was no longer with them but with the moving company (there were 4 different companies involved for a move half way across the country) and that I needed to seek resolution with them. When I brought up my contract with Proud American Vanlines to the movers they acted like they didn't know what I was talking about.

I also had to pay extra money to two of the moving companies, they showed up at the wrong address which delayed getting our stuff a couple weeks later, even though the right address was on the original contract with Proud American Vanlines and they lost an antique chair. To date I have not been able to file a claim for the lost chair. VIP Moving and Storage will not answer the phone or answer emails. Also, I had an upright piano to move and they were not prepared to move it themselves. I had to hire extra help at the last minute when loading and a friend and I had to help when unloading. I hired a moving company in part so I wouldn't have to deal with the piano.

Proud American Vanlines made me feel like they would take care of me throughout the move which did not happen. Also, it was a very stressful dealing with the movers they hired. I had to negotiate by myself by phone which was difficult due to their aggressive behavior and language barrier. The two moving company's I had trouble with were A & H Transportation LLC DBA: VIP Moving and Storage from Aurora, CO and RA Moving LLC.

I would not recommend Proud American Vanlines!

Move size: Partial Move Service cost: $5800

We had a 3 household move from Colorado to Florida we had planned for months with Proud American. They promised they would be by our side and help us with every aspect of this complicated move. They called and cancelled us at 6 pm the night before we were to move. No explanation, no offer to try to figure something out, NOTHING!! Just a sorry, we will give you your deposit back though! Do not trust anyone there, Eric Scott, Bella, David, Jeremy.....they don't care at all about their customers!

Move size: 4+ Bedroom Home Service cost: $24000

The quote we received from Proud American Vanlines, LLC was doubled once the team they booked from On Track Movers, LLC reached our apartment, including $1500 of added fees. Not enough materials were brought to support our move and the packing assistance we paid for up-front was virtually nonexistent. Our multiple outreach attempts were ignored until we escalated to the BBB (and all that got us was a claim form for the furniture they broke).

Proud American starts with long calls to inventory all your belongings and verifies everything again weeks later. We needed a full pack job for our apartment because we had a 4-week old baby. After requesting an overestimate to avoid any surprises the day-of, they quoted us over $9,000, paid with an initial deposit of 40% with the other 60% split between pick-up and drop-off. The agent spent a lot of time explaining why payment needed to be in irrevocable formats (not checks or credit cards) and that they would not be able to drop off our belongings until the money cleared from pick-up. We now have to assume that this was to make sure we would be helpless against the last-minute demands on us, once there was nowhere else to turn.

They were late with the insurance documentation standard for NYC moves which wound up requiring multiple revisions and the team did not arrive until 3/4 of the way through our two-day moving window. Upon arrival, the foreman told us that the quote we received would need to be doubled to over $17,000. We needed to vacate our apartment and no one at Proud American would answer our calls, so we maxed out our ATM limits to gather the new round of funds. We were charged $700 for a "long-walk" fee, even though they were able to secure parking directly across the street. We were also charged $300 for having an elevator—a fact that had been communicated in every conversation with Proud American. It was at this point we learned that Proud American had contracted our move out to On Track Movers, LLC.

Despite those multiple inventory calls, none of that information reached On Track Movers, LLC. For example, we have two bookcases listed under furniture—not a single book box was brought (the standard boxes they used all split due to the weight of books). By the end of the night, the team was wrapping plates in our trash bags. As we unpack, it's clear whole drawers were just thrown into boxes with no packing even attempted: computer monitors without any support in boxes with exercise equipment, a box of 150 colored pencils exploded and snapped many into pieces.

As they were unpacking, they told us of a previously uncommunicated policy that prevented them from reassembling our crib due to liability. It turns out that they had not followed our clear instructions on how to disassemble it, and also lost several pieces of necessary hardware—rendering the crib completely unusable. They were similarly negligent with our table and bed, leaving screws and pegs in the wood, allowing them to fall out in-transit or be snapped off in-socket. The pieces for the bed were put in a bucket and then a box, so they simply laid the platform on top of the frame and did not tell us that none of the hardware was currently holding it together. We only discovered this days after, when we unpacked that box and found all the bed's hardware.

Among the broken items were a TV stand with glass shelving that shattered in-transit. The crew kept insisting it was still functional, and had to be begged to take the broken glass away with them (again, we have a newborn). We are still finding chunks of glass embedded in the exteriors of boxes as we unpack.

Hardly any box after the first few could be called intentionally packed, and we do not understand how the quote we received could have been so different from the final amount. If we had rented a 26' moving truck for three days, hired six movers (we received only four) and paid them $50/hour, that would amount to only half of our first quote and a quarter of our final cost.

I will obviously not be using either company again, but I wanted to make people aware of how this company hooks leads and then abuses that trust when it comes to complete the agreed-on terms of a move. Do not trust your money with Proud American or your belongings with On Track Movers, LLC.

Move size: 2 Bedroom Home Service cost: $17395