Smart Van Lines

We hired Smart Van lines. Don't make the same mistake we did! Received half of our stuff on delivery, then it took them another month to locate and deliver the rest and on the second delivery, we were still missing 17 boxes, tools, and large tv. We lost over $30,000 on this whole rollercoaster! We ended up gaining an old used queen box string, and a few other small things that were NOT ours!

They also told us that the prices were going to go up as we had too much stuff. So we had to give away some of our stuff as we couldn't afford the price hike. It was a big loss altogether! And they just don't answer the phone for anything!

Move size: 1 Bedroom Home Service cost: $6000

This is a long due review of this ‘company’. Do yourself a favor and STAY AWAY from it. Nothing but lies, wrong expectations, bad practices, games and alike. My move with them was on February of 2018, from Fort Lauderdale, FL to Irving, TX.

Supposedly ‘owner’ Moses will tell you how careful they will be and how well they take care of your stuff, how precious your belongings are to them, how they only operate with their OWN trucks, how they are professional and on the business to please customers, only to ignore your phone calls when all he said becomes nothing but a BIG, FAT lie and your personal belongings have either been damaged, destroyed or lost and all he said is nothing but a bunch of fluff. From rolling down your furniture down the stairs, to piling up boxes on top of others CLEARLY marked as Fragile, to cramming all of your belongings into a very small space totally ignoring the damages it will inflict on them, to hiring another completely different company to do your moving, to delaying days on delivering everything
Manager, Bill Baggett is another joke. He will be in touch with you every hour until you sign the contract of moving. He will tell you, in fact PROMISE you, the same thing as his ‘manager’ and owner, Moses, did. But when the first problem arise, you will be lucky if you can talk to him and when you do, he will tell you he knows nothing about the department who works and resolves that kind of problem and cannot help you.
Look at the pictures as they speak for themselves. And do yourself a favor and stay away from this company at all cost! Be CAREFUL and read the contract very well if you make the MISTAKE to go with them. If you want additional details, feel free to contact me.
I will keep posting this review at least for 2 years, no stop. If I can help a few customers to avoid this company and the pain they will inflict on you, I will be more than happy. Do NOT trust on their pretty pictures they post on their Facebook and other sites. Just do NOT!

Move size: 2 Bedroom Home Service cost: $4000

Just completed a move from Florida to Texas and they did a great job. Great customer service, reasonable cost (cheaper than using a Pod and moving yourself), kept to their word, moved me on my schedule, nothing was broken and I had two very large, heavy items that they figured out how to get them up a narrow stairwell and two flights of stairs. The work crews were fantastic. Pleasant and hard working. No worries with Smart Van-Lines! (don't get them mixed up with Smart Choice, I think that's a different company).

Move size: 2 Bedroom Home Service cost: $2800

.. I can't believe this .. I should've listened to the other reviews .. about 90% of my boxes were destroyed in ways I didn't even think possible, like SIDES completely ripped open. HOW DO YOU EVEN DO THAT?!?!?! .. Everything looked like it went through a hurricane. And I was told I shouldn't be using these boxes .. They're MOVING BOXES, that's what they're for, what the f*ck?!?!?! .. Lost the legs to my office desk, a glass top to my floor lamp, god knows what else. EVERYTHING has scratches on it. Workout equipment had giant gashes in the soft foam parts, completely scratched up my bicycle and coffee table.
ALSO, BEWARE! They WILL try to f*ck you over. I wasn't there when they picked up my things, so EVERYTHING on the form was marked as "scratched" when they picked it up just so they don't have to worry about it. What a sh*t a*s company .. I hope they all go to hell.

Move size: 1 Bedroom Home Service cost: $1880

My items were damaged in a fire at their warehouse while waiting to be transported from CO to AZ. The company NEVER disclosed of this fire. Instead they were elusive in providing an ETA for delivery, which caused me some suspicion to the extent that I ended up having to go back to CO, pick up my belongings and drive them to AZ myself. When I got my belongings, I discovered smoke and water damage. A lot of my items had mold on them from sitting there in water. Most items reeked of smoke. Essentially, I paid $800 for them to go and damage my belongings and not even tell me about it. Better stay away from this fraudulent company.

Move size: Studio Service cost: $800

This company was awful, they didn't protect any of our stuff, almost everything is damaged, probably 10% of our stuff simply never showed up (i.e. stollen). They didn't provide services promised (beyond protecting our stuff), they were supposed to carry the stuff into our house and put it where we asked and set up beds/furniture. They simply dropped it in my garage and were going to just put stuff on the street if I didn't make enough space in the garage. On pick-up, they took most of the stuff but couldn't fit everything in the truck, they said they'd come and get the rest the next morning. I said that was fine as long as it was before noon (when we closed on the house). They never came the next day. The following day they still didn't come. The house is no longer mine! I had to rent a u-haul and take the stuff to my in-laws house where it sat for a week before they finally actually came and got it. When they delivered our stuff, they refused to open the door for me to even look at the stuff until I had paid them and signed the contract. I see why they did that because literally everything was damaged, boxes were crushed, water damage, etc. They did not wrap anything with blankets, the corners of everything were damaged, almost all of the boxes looked water damaged, many books were damaged and crushed, they didn't take any care to protect any of our stuff. I caught the guy unloading the truck just shoving boxes down the ramp. When offering a settlement, they didn't even stick to their own contract of .60 cents a pound, and offer you a laughably small amount and leave you with no recourse. Whatever you do, do not use this moving company, you have been warned!

Move size: 4+ Bedroom Home Service cost: $18000

Until this move, I had never used a moving company. I got on line and was inundated by so many companies as I unfortunately put my info on a moving company search site (don't do this). I guess the fortunate thing from this was getting a quote from Smart Van Lines and working with Kelly. She represents a very honest company that I will recommend to anyone who plans to move!! The guys who packed us were friendly, knowledgable and professional. I couldn't believe how fast packing was accomplished. The guys who unloaded did this efficiently and were also nice and professional.
I only had 2 problems: delivery date and some damage to furniture. There was a miscommunication with the delivery date and we had to have it there a day before it was projected to be there. The delivery guys after traveling all day, delayed on the highway for 3 hours, arrived at 2 a.m., and with our help got everything unloaded by 5:30 a.m. They went out of their way to assure that we could be on the road from VA to NC so I could make a surgery appointment that afternoon. The other problem was that 4 pieces of our furniture were damaged. I reported this to Kelly and told her that I wouldn't be able to check the rest of it for 10 days. She was very helpful, sending the forms that I need and suggesting not to file them until we check out all of the things that were moved.
Another thing that I liked about this company is that they are registered on the Federal Government's 'Protectyourmove.gov' site.
I HIGHLY recommend the company for your move!!

Move size: Partial Move Service cost: $3065

The service started out professional with many promises to keep dates of pick up and delivery from Nani an employee of the company. Then the pick up date with a time frame of 11:00 – 1:00pm and this time comes and goes with no phone call. From 1:00pm until 9:00pm at night every attempt goes un answered until about 9:30pm we finally get a response from Nani only to be told her supervisor is not answering her because it’s a holiday weekend. The next day after continued calls we get a response of we will be refunded the deposit and my daughters belonging will be picked up two days later than the original pick up date of Sunday they will now be there on Tuesday. Come to find out they sub contracted with another company (which we found out a week later) because they said our truck was over booked with other peoples things. Now her delivery date is still supposed to be the same per Nani. My daughters things are eventually picked up after a few different time changes and confusion between the dispatcher and Smart Van Lines promise of ONLY a 1 hour time frame, turns into a 3 hour window with new company. Which, usually is not a problem, but again we were promised one thing and received another. Then we call regarding the refund and this goes from Nani promising to be the point of contact to hanging up on us and not taking our phone calls regarding when we would receive the deposit back. Fast forward to Jonathan who seems like he does not know we are supposed to receive a refund and when ask do you keep that info in your system about customers state: “No we o not” so I let him know I had it in emails the communication from Nani and myself and the deposit. He then stated he would call me back and I waited a day with no call, which is common practice for them. Then call again and they state they will refund the $300.00 deposit, which they tried to only refund $150.00. It then take me an additional week after calling every day, which they would send me to voice mail, and having to call from different numbers to get them to take my calls to get my daughter her money owed of $150.00 with no the help of Alex. This took 2 weeks just to get them to get on the phone and give my daughter her additional money owed. This doesn’t even to begin to discuss the missed dates of delivery that took up to 2 weeks just to receive her belongs with dates stated and no one would call when the days and times passed for delivery. You would have to call every day just to see if they changed the days of delivery. Smart Van Lines is very unprofessional and misleading regarding the service they will provide you. When they say they will call you back it takes you calling them back to get any answers. The office and dispatch to not work together, and they have a poor system of pick up and delivery. Also, yes I do have all the emails of proof. I suggest if you hire this service you take at least 2 weeks of clothes, be prepared to buy a blow up bed, do not send your dogs crate down you will have to buy a new one. If you start a new job take those clothes with you as well, bring enough supplies for your home because you wont get them for a while. Also, make sure you have someone available to get your things when they finally do show up, because they are not to concerned at delivery with last minute showing up if you can now actually be home to open the door.

Move size: Studio Service cost: $1200

Do not hire this company. The worst experience I have ever had with a mover. Actual cost was twice the price I was quoted. showed up Sat. at 7:00 AM with my stuff would only take cash. After I saw the damage I know why they would only take cash.
Have fought with the insurance company they recommended now for six months. Had to get paper after paper, receipt after receipt at least 20 hours of work to get all this together. Damage was $400 which I was being extremely reasonable about. They want to pay me $74.00. They lost one of the dining room chairs but they did finally find it. They broke the leg off of another one which I paid 259 for. My couches were two weeks old and they scuffed the leather up on one.
This company is a train wreck. Hire anyone but Smart Van Lines.

Move size: 2 Bedroom Home Service cost: $3500

My experience with Smart Van Lines was mixed. Communication was mainly with Toby. While he was good to talk to and I got a good rate, as soon as I paid my deposit, it seemed like he didn't speak to me properly and was always in a hurry to dismiss my questions. Anyway, I had requested for a specific FIVE DAY window before and after which I specifically told them I was NOT available. So I had told them that I would be ready to ship everything a few days in advance as long as I would receive it in that 5 day window. All seemed well when they picked up my stuff. (I had packed everything myself). The picking up crew was polite, quick and efficient. On the day of the supposed delivery, I called the office up to ask about the status. (this was the first day of my five day delivery window). Toby said the dispatcher guy was gone and would come in the next day. I called 2 times the next day and did not get a response from him. At 3:30pm I got a call saying my stuff was LEAVING that day. This was the day when I was supposed to RECEIVE my stuff. I was furious. I told them again that I had requested the 5 day window, but by then I guess they didn't care enough because they already had around 60% of my payment. There were no apologies or regret from the staff. The stuff arrived on the 6th day at 8am - 4 hours before I had to take a very important work trip. The delivery guy - even though he was polite, was alone and there so it took longer to move in the boxes and furniture. I was very close to missing my flight. The saving grace was that all my belongings reached without any damage. But since I had packed my boxes myself, I wouldn't comment on the handling of boxes. The furniture reached without any damage.
Of course, I have not heard from them ever since. I would rate the customer service a 2.5/5, and the communication within the staff a 1/5.

Move size: 1 Bedroom Home Service cost: $975

I moved from FL to PA, and exactly 2/6 pieces of my furniture arrived. My boxes mostly got here, but were beat to death as if they'd been dragged down the highway behind the truck. This did not bode well for the few boxes marked Fragile, which somehow were in worse shape than any of the other boxes. The movers that loaded the truck in Tampa were great. Friendly, wrapped the furniture well, professional. Apparently my things were taken to Miami, unloaded into a warehouse, and then put on another truck. That truck took over 10 days to get to PA, WELL after the estimated arrival date. And the entire time, I had to text and call for updates while I slept on the floor of my empty apartment. This mover lacked any ability to give intelligible information or updates, and was really rude on top of it. When he finally arrived at 8pm one night with two hours' notice and unloaded my things, he took 2 hours to assemble my bed before telling me he was missing the crucial supporting pieces for it. He'd also left most of my furniture in Miami, and assured me that he'd get it to me the next week. After 2 more weeks of waiting, I just replaced my furniture so that I could get on with my life. When I contacted HQ, they assured me they were in contact with the driver and my things were in fact on a truck and on their way. But it never got here. He never contacted me. The moving company never contacted me. And they were never apologetic about the massive screw up. Now I'm dealing with claims, and somehow am only getting a total of $79 on over 500 lbs worth of missing furniture, despite extensive documentation. I've done an interstate move 3 times before this, and never had ANYTHING like this happen. Thought all movers were about the same, and it wasn't much of a hassle outside of actually doing the moving. But, here we are. What a nightmare.

Move size: 1 Bedroom Home Service cost: $1300

Do not use this company

I had a move from Colorado to Florida turns out there was a fire in the ware house

I became suspicious after 6 weeks of contact and no delivery dates they never disclosed the fire

We received most of our stuff boxes were water damaged and all of our contents smelled of smoke

We are in contact with the person who took possession of our household contents

Tom Gale he assured us he would see our stuff to Florida

That turned out to be a lie

I am disappointed with there customer service and lack of responsibility

Do not use this company

They are a loser

Move size: 1 Bedroom Home Service cost: $4000

Nothing but headaches right from the beginning. Did not pickup on time...plus came with a Uhaul already filled with furniture. Had to come next day for the rest and left items. Delivered late and out of 105 items, only delivered 54

That was Oct 22, 2021. They say they found my items in their warehouse. Will deliver on the 28th did not deliver. Will not contact me. Left voicemail every day. No one will answer my phone calls. Today is Nov. 4th. Still no contact from them

They need a zero rating. But had to put something or won't post

Move size: 3 Bedroom Home Service cost: $4004

DO NOT trust Smart Van Lines with your move and belongings, or storage, or anything really. Here is our story… We went through a moving broker (also not recommended) who then contracted Smart Van Lines to handle our move. They offered us a quote that would be broken into 3 payments; deposit, pickup, and drop off. This included movers to breakdown furniture and load all furniture and boxes into their truck as well as unload all boxes and put furniture back together upon delivery. Sounds like a great idea, right? Wrong. The movers who showed up for pickup gave us loose time frames for pickup and didn’t show up to our home until 9PM! There were several men that seemed as if they have just been released from prison and experimented with all drugs prior to arriving. On top of that, they increased our pickup cost by several hundred dollars without notice and threatened us with losing our deposit if we didn’t pay the extra fees. They then told us to expect our stuff to be delivered in 10-14 days, but no longer than 30 days, as this was their policy. They reassured us they never go past 30 days and that was worst case scenario. Skip forward, two weeks pass and no communication from the company, so we reach out to endless voicemail boxes and no return calls for days at a time. When we finally got someone on the phone, they informed us that we not only didn’t have any sort of ETA. We accepted this information and continued to wait. As weeks and MONTHS passed, we would continue to reach out and again hit voicemails and did not get any communications back for days and weeks at a time (longest was 4 weeks without returned calls or emails). At this point we are convinced our stuff has been sold or lost and that we will need to rebuild. This made us reach out to the broker we original hired and they began making contact on our behalf and also got minimal communication from Smart Van Lines. At the end of this entire ordeal, we received our stuff 86 days after it was picked up and only $500 off delivery. The company that ended up delivering our stuff was contracted by Smart Van Lines (probably because they had SEVERAL customers in our same position and needed to deliver). Smart Van Lines took our money, lied to us, ignored us, and then handed us off to someone else because they COULD NOT PERFORM THE SERVICE THEY OFFER. We lived off 2 weeks of belongings for 3 months because we were prepared to wait a month, MAX. There were no apologies, no acceptance of unprofessionalism…nothing. DO NOT USE THIS COMPANY, DO NOT USE A MOVING BROKER. Spend the extra money because I PROMISE the peace of mind of a reliable, reputable business is worth it.

Move size: 3 Bedroom Home Service cost: $5000