Sunrise Van Lines

It took 3.5 MONTHS to get our stuff from this company. They picked up our stuff in March 2021, we didn't get it until mid-June 2021.We heard nothing from the head mover or anybody at the company for 6 weeks. There phone is on a loop, no place to leave a voicemail. We assumed they stole our stuff. We had to call the police. Only after we filed a police report did we get a call from the owner. He wouldn't give us our stuff back and refund us. He promised it would be on the next truck. 3 WEEKS later we still hadn't gotten our stuff.

If these people are holding your stuff hostage like they did with us, call your Renters/Homeowners Insurance to file a claim. The insurance company doesn't want to pay out for everything in your home, so they pressure the mover, threaten them with legal action, and get them to deliver the stuff. 5 days after we called our insurance company, the stuff was delivered.

When our stuff got there it was damaged and they only sent 1 guy for a whole house full of stuff. SO MY POOR ELDERLY MOTHER HAD TO END UP HELPING THEM MOVE HER STUFF IN ANYWAY. She is considering legal action.

Don't believe me? The Better Business Bureau gives them an F grade as a business. Go check yourself.

Move size: 2 Bedroom Home Service cost: $3400

Honestly if I could give this company 0 stars I would. I have moved across country several times and have used several movers. I got an amazing quote from sunrise van lines that did not seem real. That should have been my first inkling that something was wrong. They gave me a discount for being in the medical field (I'm sure that is what they tell everyone). I arranged a date for the movers to pick up. I did not hear from them until the am of the decided day and said they would be there in 20 minutes. The manager Chris that I booked with had said that they would call me the day before to give me a 2 hour timeslot. The movers came in looked at everything and said that the manager didn't know what he was talking about and that I would be charged an extra $1000. Honestly I kind of expected something like this based on the original price, so after talking to Chris on the phone, I agreed that I would pay an extra 500 due to the increased amount of items above my quote. Chris had told me that it would be between 2-7 business days until my things would arrive. After the 10th business day of not seeing my items and calling the dispatch office with no reply I began to get nervous. I called every single day for a week without any call back or reply. Finally on the 15th business day someone called to tell me that they would be dropping off my shipment in 2 hours. No way could I take off time. The driver said there was no other way and they would be there in 2 hours, if I did not comply I would be charged. They said the latest they could drop it off would be the next day at 8am. I would not be charged but I had to take off a day from work for the movers to drop off my items. I met the movers. Box after box that were brought into the storage unit were destroyed. I was beside myself. Each box had dents, each box was wet and had oil stains, opened boxes, crushed boxes, boxes with no bottoms. Why were my items wet? It wasn't raining on the pick up or the drop off date. I don't know the driver said, he had no answers for me on what to do. I had carefully wrapped my all white couches with cling wrap purchased from home depot for a pretty penny. The cling wrap was no where to be seen, the feet off the couches were missing, the brackets that hold the feet on the couches were missing. The movers had no answers for where they could be, and I had not removed them prior to wrapping them tight. Several of the feet off the metal bedframe were missing, the box spring was cracked in half and had been ripped to shreds. They actually tried to sneak behind my back and place a bookcase in the corner of the storage unit that had been literally broken into 4 different pieces, wood cracked in half. They dropped my coffee table and two other tables off without the tops even on them, reclaimed rustic wood gone. They brought me a box with the tops in 1000 pieces and just looked at me. My mahogany bed set that was my first real adult purchase that I spent thousands on was water stained, dented and scratched despite being wrapped carefully with blankets, bubble wrap and towels. Text books from collage were breaking out of the bottoms of boxes just dripping wet, oil stains splattered across my possessions like they were nothing.The following day tried to call and tell me that I didn't pay them! I called every day for a month before someone gave me the claim information. I called every day for a month after that to get them to send me the "bill of lading" that I needed to fill out the claims info. I have called every single week for the last 4 months to follow up without even a call back. I am disgusted and horrified. My disgust does not come so much from the money I lost from this company moving my items, the hoursI have spent calling, and changing my schedule to meet their needs, the irreplaceable items that were lost in this move without consideration; no the disgust comes from lack of respect. The lack of respect they have for me as a customer was DISGUSTING.

Move size: 1 Bedroom Home Service cost: $3000

I just moved from Sunrise,Florida to New York City and I am so happy with Sunrise Van lines of Lutz Florida service.They were there on time,they were very professional all of my thins arrived perfectly .You see I move a lot due to my work and in the past I have had bad experiences with other moving companies. Never on time my things were damaged and had to be fighting with them to have my thing replace .Now with Sunrise Van lines didn't have that problem. From this moment on I will recommend Sunrise Van Lines movers to all my family and friends I rate this Company with 5 Star,s.

Move size: 2 Bedroom Home Service cost: $2000

Due to my mother's failing health, I had to move her back to NJ from Tampa, Fl. I contracted Sunrise Van Lines to do the move. They packed and protected all the furniture, loaded it on the truck. They were professional and efficient. We put it in their storage facility until we found a place for her. Thankfully delivery was smooth and efficient. Everything arrived in one piece. The crew deserves a thumbs up for a great job. I thank you keeping a stressful situation in check.

Move size: 2 Bedroom Home Service cost: $2200

Summary
Poor business acumen
Applying fraud tricks
Zero customer service
Impossible to plan with

Unresponsive
Ron (one of the owners) doesn’t understand why customers want to know where their goods are. Oftentimes I was pushed to an answering machine for a person that isn’t working at the company. Chris the sales person even blocked my phone number.
We had to call from a different number, acting as a new customer in order to reach someone.
I gave two weeks to deliver the goods. It took them three weeks total.
Only two days before I got the information when the goods are delivered, but from the driver himself
No one at the company contacted me or followed-up. Sunrise doesn’t seem to care
Never have we received any e-mail response to anyone in the company after the goods have been picked-up till we threatened with legal action
Overcharging
BE CAREFUL ABOUT THEIR LABELING TRICKS. Jack (Ron’s partner) skipped labels in his own system. I only noticed it when unpacking that his numbers weren’t in sequence. They overcharged me for several boxes that didn’t exist.
I sent a picture of a very long item to Chris, the sales person to have it included in the initial offer. They day of the move they charged another 200 USD arguing they need to buy additional space in the truck, although it can lay on top of all items. The truck driver delivering the goods told me he never saw a single cent.
If a company needs a fraud their customers to make profit, they should not be in business
Overselling
We were sold on perfect visibility knowing where the goods are at all times.
We never got a response where they stored our goods.
Chris promised to provide us with the driver’s cell no. when the goods get picked up.
We had to threaten Sunrise with legal action just to receive the number over the phone and again being yelled at by Ron.

Read the other reviews carefully! They don’t seem to be real!

Move size: 2 Bedroom Home Service cost: $3300

DO NOT USE THIS COMPANY EVER! They have the worst customer service - do not return phone calls or emails. Do not answer their phones. Chris, the sales rep, gave me a quote, a contract and timeframe for a partial move. Other employees in the company called him a big, fat liar! Then they proceeded to hold my shipment and instead of delivering in 4-7 days quoted by Chris, or the 21 days they guaranteed, they took 36 days! This was for my 82 and 84 year old parents who moved into memory care across the country. No personal photos or art on their walls to make the transition smooth for them. Very stressful and lots of unnecessary anxiety for my elderly parents. The staff mislead me throughout the process and were very rude. DO NOT USE THIS COMPANY. I would give Zero stars, but the system won't let me.

Move size: 1 Bedroom Home Service cost: $1700

A promotion required I move to NYC immediately. I contracted Sunrise Van Lines to do my move. The crew came on time, clean and uniformed. They worked organized and efficiently. There were some things in my haste I forgot to mention in my inventory, so the initial quote went up and was explained to me by the crew chief. All the furniture was pad wrapped and loaded on the truck in a matter of hours. The delivery came off without a hitch, furniture placed where I asked while another crew member assembled the beds. I hope not to have to move again, but should the need arise I will surely call Sunrise Van Lines again.

Move size: 2 Bedroom Home Service cost: $2200

Scheduled to pickup in hudson Florida on the 25th or 26th of September going to aurora Colorado never received a scheduling call. I call them and they gave me the drivers cell phone number called him and he told me pickup in hudson on September 26th in the afternoon between 2 and 5. Never showed up never called, called company was put in touch with Ron the dispatcher and he said the truck was delayed and would call me in 30 minutes. He never called. It is know 9:48 no show no call. I understand unforeseen events occur but there is no excuse for zero communication. I have no faith in this company and will not trust them. I am a realtor and will get the word out to stay away from this company. I should have paid attention to the numerous bad reviews.

Move size: Partial Move Service cost: $1300

Sunrise Van Lines of Lutz and St Pete FL, sales person, Chris1, lied about the price, about having a truck leaving immediately for our destination in Arkansas, and about delivery within seven days of pick-up. Beginning 16 business days after pick-up, living out of a suitcase in our Arkansas home, we began calling Dispatch. Ron promised to find our belongings and call us back. He never did call back. Next we called Jack, who said he writes the checks, and said our stuff was still in Florida, and he didn’t know when we’d receive the load, but would call us back. He said they had 28 business days to deliver. We said Chris promised delivery in a week. Jack, as well as Andrew, the supervisor who packed our stuff in Florida, and charged us $850 more for wrapping two TVs, a mirror, and a tv console, said Chris lies and ought to be fired. (But of course, he hasn’t been, and won’t be) Andrew said, “any time I see chris’ name on a sale, I know there will be trouble.” We told Jack on our contract is written “21” business days for delivery. Jack said, “oh, you must have an old contract. Now it’s 28.”

It has now been 22 business days, so the written contract has been breached. Here are some of the excuses: Jack, “had to move my assets north bc of the hurricane” (meanwhile our belongings stayed behind in FL to be potentially damaged by Hurricane Dorian!!). Sy sic Cy, the driver, whom Ron in dispatch passed the buck to, offered these excuses 1) truck broke down in Kentucky. 2) 3 days later, “had an incident with a deer. Soon as the truck is running I will give you a call as now I’m getting things done.” I texted Cy back: send me a photo of the damage. I received NO such photo, nor any response from Cy. In between these two excuses, Cy butt-dialed me twice. I wrote down the conversation between Cy and a man as a delivery was being made. The man, “hey, this leg is broken” Cy: “oh, it was like that when I picked it up.” Great, more denial of responsibility. Never did Cy follow up his two mishaps with a call to us regarding a delivery date. On the 22 business day, I called Ron in dispatch. He was incredulous that Cy had hit a deer. He said “No that didn’t happen. give me an hour and I’ll call you back.” It is well over an hour, and no call from Ron. I will be following up this complaint with the Florida Attorney General’s office Senior Protection Team as well as the Consumer Protection Division. We have moved over a dozen times and NEVER have we been lied to, or had a moving contract been breached. Sunrise Van Lines, Alpine and any other branch of this business should have their licenses USDOT 1902673 and MC683463 revoked.

Move size: 1 Bedroom Home Service cost: $4200