Proud American Vanlines

Very happy with the work of Proud American Van Lines. As most people do when they have no idea where to start I went online and started reading about all the different companies and I kept seeing their name. Finally I reached out to them to get a quote and I knew pretty much right then they were the company I wanted to work with. They were nice not pushy and very flexible with my complicated situation. The moving guys came on the day they told my and were on time ready to work. All of my belongings came the same way they left and I was really impressed with how fast they worked. I wasn’t uncomfortable at any point and would recommend them to anyone looking for a real mover without the funny business.

Move size: 3 Bedroom Home Service cost: $8500

Proud American Van Lines quoted us one price to move (after a full virtual walk-through and a thorough description on our part of what should be moved), then revised this price significantly in a follow-up only days before the move. The second person we talked to (who raised the estimate of our cubic feet) was NOT from the subcontracting company. They were from Proud American Van Lines. When we complained, customer service said they would check the recording of our conversation with the first person to find out whether we described the same amount of stuff to both people, which I thought was totally reasonable. After "checking" they told us they couldn't find the recording. We were also told by the first person that if we added the full pack and unpack services we would receive automatic full insurance coverage for all our stuff (this was after I specifically told her that the base $0.60 per pound coverage would not work for us). Come moving day, I was blindsided by an insurance waiver stating we had only base coverage (in other words, if they break a 1 pound smartphone you get sixty cents). They had us over a barrel. We needed to move and I was suffering from a back injury. So we prayed for the best and moved forward. When our things arrived at the destination there were 20-25 items missing from a list of less than 200 items, so they lost close to 15% of our things. From what did arrive much was broken, scuffed, dented, and scratched. Remember, Proud American Van Lines chooses their own subcontractors, and they ARE responsible for the performance of these companies just as any general contractor is responsible for the performance of their subs. That's how business works. Both on the packing and unpacking end, the workers gave a great show of appearing to care for your stuff, which means when you are watching you will see them packing things well. Meanwhile, in all the rooms of the house where you aren't, things are being jammed into boxes or heaped in piles coming out of boxes. Added to this, there is a middle team you never get to meet who takes everything out of the original box truck and loads it on a different, bigger truck. I assume there is probably warehouse storage involved as well. So there are many opportunities to damage your stuff and many of the people working on your stuff are people you will never meet. To sum up, Proud American Van Lines is a company that will tell you one thing and do another, and they choose incompetent and careless subcontractors.

Move size: 4+ Bedroom Home Service cost: $17450

Two months prior to our scheduled move we emailed all pertinent information for our co op so that there would be no issues. Problem is , Proud American didn't read it and blew us off the day of the move. All moves must be done between 9 and 5. We traveled from FL to NY, paid 1K dollars to covid proof elevator and Proud American just didn't give a shoot. Sorry, I cannot recommend Proud American and you may be wise to choose another company. It is now 3 pm and they still not here to move a two bedroom with packing by 5.

Move size: 2 Bedroom Home Service cost: $6800

We were moving furniture from a storage facility in Beaumont, CA to our Nephew's new home in Bauxite, AR. The salesman from Proud American told us initially the move would take between 5 to 14 days, and we negotiated a cost of $6,000. They contracted with MMG Moving LLC and our furniture was picked up on July 16, 2021. Because we indicated the furniture could not arrive before July 27th, that started a 31 business days clock to deliver the furniture to Arkansas. We drove from CA to AR on July 24th and waited for 3 weeks for the movers to arrive. We called at least once a week and were told by various dispatchers that the move would take 17 days, 30 consecutive days and finally 31 business days. We gave up and drove back to CA on July 13th. We kept calling dispatch and they kept telling us they were trying to find a tuck and would let us know as soon as they did. The movers finally called on September 1st and said they were loaded and would arrive on September 4th. So we drove back to AR and met the movers on the 4th. The movers were great and did a good job, only one item was damaged. Here is the kicker, the dispatcher called on the 6ht and said the movers were on their way and would arrive in a couple days. Excuse me, we already had the delivery 2 days prior, obviously the left hand does not know what the right hand is doing. Terrible customer service, do not use this company.

Move size: 2 Bedroom Home Service cost: $9494

Once you work with this company you can get a better idea why it was such a good experience and professional job. They take time to cater to the individual’s specific needs. They were informative and not pushy arrogant sales personnel. They were honest experienced people with knowledge about the moving process that helped me save a lot of money as well as avoid what could have been a very bad and potentially expensive other option. I have them absolutely all the information I possibly could to make sure my estimate would fall in line within a small amount of money because understandably it is an estimate. We took time to make sure the move went on without a flaw and it definitely did. I was skeptical as anyone else would be but Proud American Van Lines stepped up, did what they said they would and delivered on their word. Worth all of 5 stars.

Move size: 4 Bedroom Home Service cost: $8750

Proud American was the most service friendly company I have ever worked with. They made the process very simple for someone like myself who had no previous experience. They took time to talk about what items may help to cut cost as well as providing me honest inform regarding pickup and delivery. I was hoping to find a company like this and I finally did. I took time to compare all my quotes and they were by far my number 1. Down to earth good pricing and employees that work around the clock and always put the customer first. The movers were terrific and I can only hope going forward others have similar experiences. Happy I found them highly recommend them.

Move size: 4 Bedroom Home Service cost: $12000

In atime when it seems like everything is so complicated I found a mover that's made my life so much easier. I

spoke to a few other companies but not one of them was thorough and asked the questions they did.

They were always patient with me and someone was always available 7 days a week i was shocked.

When the movers arrived i had all my boxes packed ready to go as well as my glass items prepped just as my sales rep advised me to and as a result didnt have a single issue on move day. I just wanted to thann everyone who made this possible. Ill be happy to use them again if and when the situation should arise.

Move size: 3 Bedroom Home Service cost: $10500

Smooth talking Larry quoted me a low ball amount after a full video review of my house contents. On moving day, three of the most disrespectful men showed up and doubled the quote (so smooth, rehearsed, and scripted). Between the three, one was using my bathroom every 15 minutes doing who knows what. Delivery was painstakingly long, 30+ days. My furniture actually sat in the truck 20 miles from my house because the driver didn't have anyone to help him unload. ?? STAY AWAY FROM THIS BROKER!!!!

Move size: 2 Bedroom Home Service cost: $15000

What should have been a simple and quick move from Arizona to California MORE THAN DOUBLED in price from the estimate and Exceeded the time frame by which they said they'd deliver by more than two weeks. They based their estimate on cubic footage, sent a truck that was basically a long cargo van for a 5 bed, 3 bath house, told me I only had HALF the van reserved and get the other half of the truck the price went from 10k to 23k. Even with that, I had to leave behind a master bedroom suite.TheypickeduponNov6stillnofurnitureandit'sDec6th. ABSOLUTELY AVOID THEM AT ALL COSTS.

Move size: 4+ Bedroom Home Service cost: $23000

We contracted with these brokers to move us from FL to RI. They are brokers and do not respond to calls or emails half the time. If you cancel they keep your money. Engaging this company cost me about $4K and they didn't do anything as we cancelled them before the move because we were suspicious of their non responsiveness. Buy a wheel barrow and move it yourself before using them you will be happier. We ended up with North American and they were fantastic. They even answered the phone when you called them! Be smart and heed the negative warning reviews...they are real!

Move size: 3 Bedroom Home Service cost: $9000

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

I contacted three companies for a move and Proud American Van Lines gave me the lowest rate by a few hundred dollars. The initial salesman, Larry, made me feel comfortable. He was a little long-winded, but was reassuring and easy to talk to.

My main frustration with the move is a poor job of setting expectations and communicating. I was told that I should provide a two-day pick-up window and that 9-out-of-10 times, the first day is selected. I set a Fri-Sat window. On Tuesday I got a "quality assurance" call to confirm my inventory and was told on that call I would probably get my pick-up time on Wednesday, but maybe Thursday at the latest. We heard nothing on Wednesday or Thursday morning, so I called Thursday around midday and was told that I'll hear later the day because "we always schedule these after 3 p.m." Fine. We waited until around 5 p.m. and still heard nothing, so I called again, and was told our planner is finalizing the time and will call us back any minute. Finally, minutes before their office closed at 6 p.m., I got a call saying the pick-up will NOT be on Friday, it will be on Saturday, and they still don't know the time yet. Same drill on Friday, we waited all day and called a couple times and they never had an answer. Again, minutes before the office closed Friday, we got a call with our pick-up time for Saturday.

For delivery, we were told this would be a "3-to-10 day window, but should be much closer to that three-day range." I set my delivery window for Aug. 1 - 10. Again, we didn't hear anything from the company, so I had to be the one to call. I called Aug. 2 and was told by the rep that they don't have a time yet and she mentioned "my delivery window only opened yesterday," like it was ridiculous that I wanted an update at that point. Many times, including this one, the customer service rep sounded put out that we were calling asking for updates on pick-up/delivery. We did finally get our call late in the day Aug. 4 that the delivery would be Aug. 5. So that's five days into our window, which isn't terrible, but we were again hoping for something a little sooner given we were told it's usually within the first three days.

The movers themselves were good. The pick-up movers were very good (three people). The delivery movers were a little slower, possibly because it was only two of them, but they were fine.

We had one small duffel bag go missing that just had some medicine and toiletries in them. We also had a full-size mirror go missing. We filed a claim and are still waiting for a resolution. All in all, if we don't get a resolution on those items, at least they were smaller ones that we can live without--it's not like a nightmare situation.

So all in all, the movers were pretty good, we only have a couple minor items missing/damaged, but during a stressful period, our frustration was often intensified by a lack of proactive communication and poor setting of expectations. Maybe the timeframes are much more prompt and we were just an unfortunate case. But I would've felt much less stressed if the company set expectations better on timing and kept us in the loop more proactively.

Move size: 2 Bedroom Home Service cost: $4500

I know that Proud American is a broker, but I would expect them to help me through the claims process when their chosen carrier screws up.

Proud American set me up with Flash Moving and Storage out of Los Angeles. I was expecting delivery on April 2, 2021, but my stuff was actually delivered on April 19. That delay was obviously very disruptive, causing missed work and the additional expense necessary to effectively “camp” in our new house for nearly three weeks.

And once the delivery was made, I found that Flash Moving had broken or just flat-out lost a bunch of my stuff. Like furniture that just plain disappeared. Like a TV - that I was charged to “crate,” which turned out to mean “wrap in a moving blanket and tape up in a broken-down cardboard box” - that was dropped and crushed. Like a bookcase that completely exploded. Like some fancy enamelware pots that went “poof” along with most of our bakeware.

Proud American sent me the carrier’s claim form, which I dutifully completed -- in May. It’s now August, and I’ve gotten no response whatsoever to my claim. After multiple calls and emails, I got Proud American to send a single email to the carrier to jog them along. Still no response. And now, despite more calls and emails, Proud American has gone dark with no further follow up. And of course the carrier hasn’t followed up, and there’s no way to contact them since they don’t have a website and their phone/voicemail doesn’t work.

And while I know that Proud American is not the carrier, they are the ones who set this up and sold me on support and a seamless move. I would expect them to step up and help me resolve this instead of passively sitting back and blaming the carrier.

Move size: 4 Bedroom Home Service cost: $25000

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

Unfortunately the day before the movers were supposed to arrive they called and told us they didn't have availability for us and weren't sure when they would. Since moving is a huge deal and there are a lot of moving pieces (leases ending, planes to catch, etc.), it wasn't going to work for us to wait around until they were ready to move us with less than 24 hours notice. They refused to refund our deposit (40% of total cost). Needless to say, I don't recommend.

Move size: 1 Bedroom Home Service cost: $4750

In a world of unreliable moving companies, we found Proud American to be very easy to communicate with and very reliable. We booked this company for a move from Richmond, VA to Philadelphia, PA. We actually did not wind up using them, but only because their booking process is so thorough, and they were so transparent and communicative with us that we discovered the time frame between pick-up and drop-off would not work for us. They refunded our deposit via bank transfer within 72 business hours, emailing and calling me with a confirmation number for the transfer. I really appreciated their honesty. We worked with Ross, and he was great.

Move size: 2 Bedroom Home Service cost: $5000

Katherine was 100% honest with me from the jump. I’m moving my small studio apartment with barely any furniture. Instead of her trying to just set the move up, she gave me tips on how to cut my cost in HALF because she knew that it wasn’t beneficial for me to use a full moving service. And she proceeded to give me a recommendation to get my things across country at a much more budget friendly cost! Any other company would’ve quickly jumped at the opportunity to take my money, even though they know there’s better options out there and not offered a true word of advice. I recommend this company to anyone moving. Because if she was that transparent with me WITHOUT earning my business, imagine just how helpful and honest this company will be when your belongings and finances are involved. Very happy with the experience I had with this company, thanks Katherine!

Move size: Studio Service cost: $1000

I called Proud American to ask about moving a few family heirloom furniture pieces across the country. Katherine at Proud American was very helpful in helping me find the best and most affordable way to move my furniture, even though it turned out to be with a different moving company. I truly appreciated her honesty and transparency regarding the logistics surrounding my small move. I was very impressed by her knowledge, care and service. She truly went above and beyond the call. I will always check in with Proud American when I need to arrange moving services.

Move size: Partial Move Service cost: $1500