Sprint Van Lines

The only good thing about my interaction with this company was my move coordinator, Jenny. The short of it: Avoid at all costs. I'd move an entire house by myself twice before ever considering this company again.

The Long:

I was having my stuff moved from Maryland to Atlanta and my original estimate shot up because certain items needed to be packed by their team. Not an issue, moving my life across state lines wasn't going to be cheap and I trusted that for the amount, my property would be handled with some semblance of care. I called to confirm the date and time window the movers would be at my new apartment as no one reached out to me. The driver told me he'd be at my apartment Monday in the late afternoon but when I called Monday to obtain a clearer timeframe, the driver told me he wasn't coming because we didn't confirm. I immediately called Jenny, who was just as confused and frustrated as I was, and after making some calls, informed me the next available time the driver could come was Wednesday first thing in the morning. I confirmed the new date and time window, taking time off from work. I was a contractor with no PTO, so I was extremely frustrated, but tried to be flexible.

The day of, I learned I wasn't the first drop-off, which would have been fine had I not been told my drop off would be first thing in the morning. I understand having other customers in queue before me - that's not my issue. My issue is communication and the fact that I could've worked at least a half day before the movers actually made their way to me, after the driver missed the original date.

The men unloading the truck were nice, but as they carried boxes in, I noticed some appeared to have been transported upside down, damaging some of the contents. I paid damn near $1000 EXTRA to have certain things packed/wrapped by the team in Maryland, but those very things were damaged upon arrival, among them:

- Cracked mirror frame

- Broken lamp (wrapped with packing tape)

- Broken Aztec statue

- Scratched furniture

- Scratched and chipped custom art

So now I'm dealing with their claims company. If you still decide to use this terrible excuse for a moving company, make sure you get the highest possible coverage for your items because they WILL be damaged.

Move size: 1 Bedroom Home Service cost: $2578

We chose Sprint for our move from Huntingdon, PA to Roswell, GA because it had an AAA rating from the BBB. The man in charge of the movers in PA advised us that the normal insurance would be fine for our move since we did not have high end electronics/TVs to move. I did not realize that the policy through Claims Service International would not cover damage to our house in PA or the one in GA. I should not have trusted his advice. However, we have moved overseas and throughout the US many times and have never had just a horrible experience. There was excessive damage to furniture and small items alike and it appeared some of the packers did not have the experience I had been assured of. For example, the box with my wedding dress was bent in the middle to fit a certain packing box, although turning it in a vertical position would have solved the problem. Also bent to fit the box, were the dining room table's felt and leather pads. Cherry pits from cherries taken from my PA refrigerator were in some of the boxes. Some of the boxes were almost half full of packing paper on top (billed by volume!) and yet things packed below were hardly wrapped and many items broken. A set of Japanese tea cups that I have had since 1967 and moved around the world several times were reduced to two left undamaged. In another case wood and metal items were packed with no paper or padding between them causing major damage to the wood. (We have many wooden items from Thailand, Burma, and Indonesia.) Our Thai Spirit House was broken, a plate from Greece was broken, lampshades were squashed into boxes with no protection and smashed, and on and on it goes. The dining room table 's base was also split, but the driver from Sprint did some work to keep it together, at least temporarily. Some items were missing, but fortunately an honest driver brought two boxes to us about a month later, although the boxes were completely smashed as were the contents. My mother-in-law's sterling silver set, although it was originally in its own closed leather box made for that purpose, had pieces all over loose in the packing box. Since the top of the packing box was torn open, we think we may have lost several pieces. Damage to our houses: In our bedroom in our PA house, there was packing tape stuck on the wallpaper where a big hunk of wallpaper was torn off. We were assured that there would be no problem moving our piano and they had people experienced in moving pianos. However, they slid it up our GA driveway and there are still marks/dents on the cement.The hardwood floors in our entry area were seriously dented, probably by moving the piano, although it only had to come a few feet into the house since it sits in the foyer. The wood in this area flows into the living room and dining room and if re-done would have to include all of the other wood flooring as well. The carpeting to the lower level was also damaged with black marks, apparently from dragging items down the stairs. The insurance company, Claims Service International, offered us $60.00 saying that the damages to the houses were not covered, nor was the damage to a big display case since some of it was not all if it was solid wood, and that all of the other damaged/destroyed items only amounted to 100 pounds at 60 cents a pound.When we made a claim to the BBB, the company's only reply was to offer 75$ dollars compensation in addition to the original 60$ from insurance. This 135$ total to cover thousands of dollars of damage as well as damage to personal and sentimental items that could not be recovered! This is the worst moving company we have ever used even after moving over half a dozen times. Please don't use this company and have the same experience we did.

Service cost: $16

We contacted Sprint Van Line for a quote for our move across the country, in May 2017. We received a quote of $4958.26 for a full pack service and transportation of our belongings from Virginia to Texas, and based on this quote, we booked the service with them. : 1. A price increase of additional $4184.68 above the original quote was determined and communicated AFTER all household goods were loaded on June 2nd. 2. The moving team was highly unprofessional, making deriding comments and complaining about the work. 3. A delivery time estimate of 5-10 days was discrepant with the Bill of Lading which indicated 30 business days. In light of this discrepancy, I asked the loading foreman when it would actually since the information was confusing. He indicated that Texas is very common location, and would be delivered on the requested date, which was June 7. 4. After the movers left, a final walkthrough discovered paper, tape, bubbles, and packing materials in each room including the driveway; equivalent to a large 90 gallon trash container. 5. Unreturned emails and telephone calls from Mathew promising that these concerns of significant price increase and unprofessional service would be addressed with management. 6. After a lack of progress, we were contacted by Angie, the coordinating dispatcher and manager. She spoke very aggressively, raised voice, yelled, blamed shifted to us because we were taking up valuable space in their warehouse and caused them delays for other customers. Angie furthermore denoted that a delivery date of June 7th would not be possible and that any verbal information we received was invalid. She screamed and yelled on the phone 7. After the unpacking of goods on June 14th. We found many damaged items. Our 55 inch TV screen was shattered and the TV was completely unusable, lots of broken dishes, damaged leather chairs with packing tape melted into them and this is only a fraction of all the damage. This is all due to their poor packing, handling, and transportation service. Sprint Van Lines has aggressive nature of their customer service, unwillingness to listen, screaming on the phone, not returning our calls, blaming US, the customers, for the move gone wrong. Furthermore, the low liability insurance that was chosen for us, with no other option given- as we were not given a choice to choose insurance- would only cover 0.60 cents per pound. Our LED Smart 55" Samsung TV was cracked (see photo). For example, a successful claim on our broken TV would only yield about $15. . This business had ALL our household items, personal possession, and family heirlooms. This resulted in coercion, scamming, underhanded, dishonest, sneaky, non-transparent business practices. Frankly, we felt fooled by an unprofessional office/business, and feel we did not receive reasonable services provided in exchange for fair market value of such service. This was one of the WORST services we have EVER encountered. We payed twice as much for the service that was unprofessional and rude, we lost a $700 TV due to their carelessness, numerous other possessions, and additional costs of hotel rooms and air mattresses for the family. Never Again with this company.

Move size: 4 Bedroom Home Service cost: $9100

I don't even know where to begin. Let me preface by saying that I am not out to get anyone - I simply want to help others looking for a moving company not to make the mistake I did in using Sprint.

I started off with a great experience, of course, with Jenny in sales and then Angie, the dispatcher. Both were wonderful to work with and very communicative. They were flexible and reasonable in accommodating my cross country move from DC to Austin.

Then move week happened. On Monday of move week, I was told items would arrive by Friday. Then on Wednesday AM, that day moved to Sunday. Ok, bummer, they were still delivering within the window, but the delay was a bit of a headache. Come to find out on Thursday afternoon, we get a call from the truck drivers that they would in fact be there Friday. Ok, great news that our things were coming sooner - but of course would have appreciated a better and more accurate timeline. Little did we know that was the least of our problems.

Our drivers called us within an hour of arriving and came when they said they would - awesome. Still so far so good. When they got out of the truck, Sophia, one of the drivers/helpers, shook her head and said "just so you know, we did not pack the truck..I am not sure who did, but I have never seen anything like that before.." Awesome again. We were not looking forward to pulling things off the truck.

In general, my expectation of a cross country move was of course to have a few maybe fragile items/glass break in the long trek. I expected a little bit of a knick or knack. SO I won't hardly go into detail on the 10 plus dishes that were shattered completely. I'll cut to the chase.

What I was about to discover was a truck full of thousands of dollars worth of items, ruined. Literally 80 percent of my furniture was broken, stained, or scratched. My dining chairs were not even covered with blankets entirely and the blue ink from some moving boxes stained my bed and dining chairs.

My TV had a small blanket draped over top of it..no cardboard, no additional padding. It looked fine on the outside, but I will be sure to include some photos to show you how it ended up. The legs of my dining chair were smashed and scratched up. The bins I stored dishes and other wares in were completely collapsed and smashed.

Again, this had nothing to do with the packing of individual boxes or adding some bubble wrap. My furniture and items were packed poorly on the truck and or mishandled when they went into storage.. treated like that of garbage on a trash truck, and left to literally pick up the pieces. Let the photos speak for themselves.

I now find myself in a bind with them - of course I am being asked to complete a "claims" form through the third party insurance company to formally file a claim. I am working with a client services rep named Kim who was kind on the phone and is supposedly "speaking with the owner" to "see what they can do." This is beyond an insurance claim on some damaged or lost goods. This is malpractice and mishandling of my personal property. Yes, of course things will break if they are left unwrapped, exposed, and thrown into a truck. Just what exactly is the point of hiring professionals?

Save yourself the time and go elsewhere.

Move size: 2 Bedroom Home Service cost: $1900

In July of 2011, I started communicating with Sprint Van Lines through email and phone calls to contract them as long-distance movers. I requested that Sprint Van Lines move my household possessions from Maryland to San Diego, CA. On 9/22/11, the movers picking up my possessions noted that they do provide storage if necessary. I signed many documents on the day of pickup as indicated by the mover. The movers requested my primary contact information and an alternate phone line in San Diego, which I gave them my mother’s cell number as an alternate. I identified my earliest availability to receive the items in San Diego on 10/2/11 whereby final payment was due.
 
Prior to 10/1/11, when I had not even arrived in San Diego, a Sprint Van dispatcher started harassing my mother demanding that she receive and pay for my possessions on delivery prior to the date that I designated.  For four days the driver, dispatcher, a supervisor, and another staff constantly called my mother making the same demands. She gave them my phone number repeatedly  and pointed out to them that she did not have a contract with them. The dispatcher did the most harassment and threatened my mother that they would hold my possessions and sell them off for auction. On the third day of these harassing calls, my mother provided me with a contact member for a female staff, which I called but never spoke with. I finally received a call from the supervisor, Solomon. I informed him of the lack professionalism of his staff, harassment of my mother, and that it was their fault that they did not have my phone number. I let him know that all of the documents I signed had my number as the primary and my mother’s as the alternate. The supervisor stated that the drivers form only had my mother’s phone number, which I denied. The supervisor refused to accept that his company had made several mistakes.
 
On 10/5/11, some of my possessions were delivered. I requested to view the driver’s paperwork. Clear as day, the driver’s delivery sheet had my name and number with special instructions to call three hours prior to delivery. I pointed out to the driver that Sprint Van Lines staff had been harassing my mother because he claimed to not have my phone number. He still tried to place the blame on office personnel. The delivery men were unprofessional swinging antique furniture off the truck and laughing while doing so. I had 1820s Willett furniture, which was in good shape prior to contact with this company. After reaching San Diego, my antique furniture and entertainment center suffered a great deal of frontal damage with chipped corners, a severed door knob, and it appeared that the antiques were sawed as well.  I had contemplated selling the furniture in Maryland rather than chance any damage during a move. After the damage caused by this company, I wished I had just donated the antiques instead. Sprint Van Lines Claims Department tried to insinuate that I sawed into my antiques prior their pick up of my items. While moving my antique buffet into the garage in San Diego, one of the mover was about to drag it over the floor on two legs. I had to stop him before he broke off the legs.
 
The movers further damaged items by stacking clearly marked fragile with up/down directions for stance underneath heavy boxes causing additional breakages of glass items. My first clue that items would be missing was when a mover handed me my bike helmet, which should have been in a box. My bike and a $100 hand-truck were  stolen by the company. In addition, there were 16 missing boxes. I wrote down the missing items on the driver’s paperwork. I never heard from the office to address the stolen items after the delivery date.
 
I contacted Sprint Van Lines to file an insurance claim. The company wrote me a condescending letter that they would do me a favor and offer $200. I rejected that offer which would not even cover the bike nor the hand-truck that their staff stole. The claims department tried to state that the bike, hand truck and the number of boxes which their staff noted on the 9/22/11 paper work, which I was seeking compensation, now did not exist since I did not have receipts. Sprint Van made a second offer for $498 noting their generosity and acknowledging that some of my items may have been mis-delivered, misplaced, etc. I rejected that sorry offer as well.
 
I researched every database, including BBB, prior to contracting Sprint Van Lines with the hope that I would be dealing with a reputable company. The loss of my possessions coupled by the verbal abuse and lack of professionalism by this company made the moving experience unbearable.  I paid Sprint Van Lines $3,268.93 for this company to steal and destroy my possessions while treating me and my family rudely. The company is disorganized, unprofessional, irresponsible, and engaged in criminal practices. The interactions between my mother, an unwitting participant, and Sprint Van Lines sounded like attempts at extortion. The company had my number and email to contact me at any point in time yet attempted to harass and extract money from my mother who was not on the contract. She repeatedly told them my contact information, not that they needed it again.
People should be warned before using this company and recognize that valuables may be stolen, damaged, and they may be threatened.

Service cost: $3268

The sales person I spoke to was great, very friendly, ready to say Yes to everything to get your sales in and in fact very convincing. A true sales man to say. Spoke to a lot of moving companies and by far this company has the best sales representatives. 
On the day of the moving, the movers showed up and started to assess the things at home to pack/move. Based on what I gave as my inventory list and what I ended having when the movers arrived, there were about 10-15 medium size boxes in addition. However, the cost of the move readily doubled from the quote and when posted the question, the person responded that he has done the estimates several times and knows exactly what he is quoting. Was wondering who exactly was wrong here, the sales reps estimate, the movers estimate or my mistake for choosing this company. Since I really did not have an alternate option on that day, I signed up the paper work with too much concern on the cost and quality of work.
To my surprise, the movers were outstanding with the way they handled the packing and moving of the items and loading them into the truck. Truly professional packing service, I would say. Made me feel a little better as I thought the cost was worth it. Things were all done in 2-3 hours.
When I signed the paper work, I clearly told the movers, I will need to have the delivery on or before December 7th. The movers were spot on and said, yes we will have it delivered on time and with no delays. Again, was very promising as usual. Two days before the delivery, I call the sales rep for status check and was told my things are still in the warehouse and is expected to be picked up that night and arrive on time for delivery. Wasn't I glad to hear that and was very excited to move things into my new home. The sales rep said he will definitely call me up in case of change of plans.
You guessed it, nothing ever arrived that day and there was no update from the sales rep :) 
Later that week, my wife called to check on the status and was told its going to be loaded the following week and that it will be just a week delayed. My wife and I was somewhat happy to hear that and started planning for that. Since there was no communication from the moving company a day before the promised date, was a bit concerned and called them. A new sales rep, informed us that it was never loaded that week and informed there is nothing on the file that indicates that. How convenient is that??
So far, me and my wife had called five times and have not received any promising dates and sales folks are smart at talking about the contract and promises made. Hearing new stories about that the moving vehicle is going to North East and then to West and then to South and so on. I am not sure why I need to know all of these, its the movers problem.
I've given up on the delivery date at this point, but very very worried about the shipment itself. The only thing I am hoping now, is for my things to arrive in shape without any damages or lost items. I cannot ask for anything more from the movers at this time. I don't think I can deal with this company for claims if there is a problem with the shipment. I will provide updates once I receive my shipment and the change to the star rating is depended on that. 
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Service cost: $3000

One Star is A lot for this scam company, do not hire them to move your stuff because the going to trick you. My story I did the quote online with them and they give me the cheapest price, so I decided to go with them. then they came home to pick my stuff and loaded everything in the truck and they weighted and the driver told me you have $475 due up on delivery, so when the delivery day come told me I need to pay $900 dollar because the discovered that my furniture weight more than suppose to. I told a leady from customer service that is not acceptable, she told me I going to have my supervisor to call you. Supervisor who does not have any idea about how to treat customers name Alex Bottmian called and told me either I pay this $900 or my furniture will not be delivered to my address and they going to sell it in an auction. BE CAREFULL, BE Carefull Do not hire them.

Move size: 1 Bedroom Home Service cost: $1200

A total deception trying to always get the most money, I usually don’t do this but it’s necessary.
1st they call u insistently trying to get the contract with the best deal (false)
My case:
1. Telephone conversation with your estimate,they ask for a “inventory” price 1449.68
2. Pick up: everything ok, till the moment that they say that it will be a extra charge for the size of the boxes, this lady just asked me for how many boxes it will be, NEVER the size. 338.32 $ more. FINE
3. 2 days before the delivery she called me to say that there’s another charge 300$ for shuttle fee because there no access to my townhouse complex for 18 wheeler truck. (That’s not my business because she shoulded have tell me all the possible fee at the negotiation moment over the phone) they always say other companies charge you more during the process; WE DONT.. (LIE)
4. Delivering: they wanted charge me more because it was 11 stairs, and it supposed to be 10 more than that 70$ more.

Move size: 1 Bedroom Home Service cost: $2038

My move was a local move. Less than 3 miles from one address to another. Received a quote online more than 2 weeks before move. Was contacted several times to ensure 4 movers and that they were so, so good. Let me say this was a terrible move. Quoted at $875. Pre-deposited $100. Day of move, $775 remainder. 4 Movers were slow. Took items apart to extend move time. Did not pay attention during walkthrough - I pointed out what was to move and what was not. The geniuses wrapped up items that were not even to be moved. Took 2+ hours to even move me out. Used alot of unnecessary packaging materials also. At new location, all of a sudden - the mover foreman gets on the phone and then states that now I have a bill due of over $1100. So needless to say, I paid the bill. OK - so They then start to bring all of my furniture/items in. It takes another 2 hours to do that and then at the end of the day - they do not even reassemble. The foreman's response, "you did not pay for that". So, you mean to tell me an $875 initial quote to move - does not include reassemble of furniture. Who does that!? I was totally floored. After the movers left- I contacted the so call rep who by the way contacted me like every other day before the move, but did not hear back for 2 days after my complaint. . simply said - well we did say that the cost would be higher after 4 hours. I explained to the lady that I was still within my 4 hour window when the price all of a sudden changed. This location of SVL in Rockville is a total scam. Use them at you own risks. From the phone operator to the driver - all con artists. The sad thing about all of this is that I have used Sprint Van Lines 3 additional times prior over a number of years. The last group 5 years prior - broke up several pieces of furniture during my move and this crew ripped me off. Sprint Van Lines in Rockville - u got me good, but never again!! All of you are a bunch of no good for nothings. . . . and its a shame that you treat your customers like this.

Move size: 3 Bedroom Home Service cost: $1130