Proud American Vanlines

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

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

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

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

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

I was in a bind as the original company I hired was not able to service My move five days before I had to be out of my home. I had no idea what to do at this point, panic had set in. I called 15 companies and no one could help me. Finally found proud American and they saved the day. Their quote was spot on. Of course it was more expensive then the company that bailed on me, but my representative explained that was probably the reason I couldn't get picked up by them, my job wasn't priced correctly. I will say that I will forever be thankful to proud American for saving the day and providing excellent customer service!!! Thank you from the bottom of my heart!

Move size: 3 Bedroom Home Service cost: $17000

I reached out for quotes from multiple long distance moving services, and many spent the call strictly selling the service to me. Catherin with Proud American Vanlines was more concerned with what would benefit me the most. We spoke briefly about how much stuff I would need to move and she immediately cut to the chase to let me know a rough price estimate and recommended that I would be better off buying new things. It was nice not having someone being pushy about making the sale and not caring about my needs and budget.

Move size: 1 Bedroom Home Service cost: $4500

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

Finally found a reliable and honest moving company. I’ve moved 4 other times in my life and every single time I had a problem of some kind. This time around was the exception. In the past it was either charging me more on the day of the move, or movers running days late on delivery one time even over 40 days even some that never showed. This company is professional, extremely honest and will actually take time to explain your quote and contracts. I felt so comfortable the entire moving process. There was a little confusion with a stop off but that was eventually cleared up. The movers were great, took time and wrapped everything correctly and just an overall good move. I’d be happy to recommend

Move size: 3 Bedroom Home Service cost: $7500

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