US Van Lines

RE JOB NUMBER K223262 OF 8/19/2011. I entered into contract with this company through their representative at St Louis office to move my property from Overland Park,Kansas to Winston -Salem,North Carolina in Aug 2011.Their agent came and moved my property but they never delivered my lawn mower.Their representative initially denied and insissted it was delivered.Later he sent me an email that he found it and that it will be sent to me with the next available truck.This was in sept 2011.Today is 3/4/12,they have not delivered it and no body is willing to help.Beth refused to help saying the agent is not their company.I did not contract with this guy,he came saying that he was vanlines agent and van lines never informed me that they were going to subcontract it to somebody else. I NEED MY LAWN MOWER.IT IS WITH VANLINES.I PAID CASH FOR THE DELIVERY AND ALL MY PROPERTY NEEDS TO BE DELIVERED TO ME. AGGRIEVED CUSTOMER EMMANUEL  .

Service cost: $3600

FANTASTIC..My wife and I moved from St. Louis, MO. to Bradenton Florida and used US Van Lines. We did not know the final destination address until 2 weeks after our house was packed up and trucked away. They stored our items (for no additional charge) waiting for our call, and delivered within the 14 days from request date as they state in their contract. We had major concerns when contacting companies due to reading reviews,but are so glad we chose US Van Lines. Our items were packed by experts, stored and delivered on time with nothing missing, and not one item damaged. The best part was the 2 gentlemen that delivered our items. We had Mike and Anthony. They arrived about 7:30pm (we said it was okay to come that late) and they worked until midnight. They were the friendliest, most professional we could have ever expected. If I ever move again. And I sure hope I don't, I will definitely be calling US Van Lines again. They ranked an 11 on a scale of 1-10 in our eyes.

Service cost: $5100

I set up a move through a very nice and professional Lady. The movers on time. They moved quickly. I was watching them as they lifted a cabinet with a fireplace insert and it fell out and crashed on the concrete. Foreman called office about repair gave type/unit #s. They called back. Not repairable. Will call me.
Thursday. Monday no call back. I called. Immediately given # for claim company. They sent download for claim form. Tried 5 times to open. Adobe no MSWord no. Opened after new e-mail sent. The form is a nightmare. And that does not talk about the electronics that I packed the day before. 1t hard drive, digital computer camera/ wifi adapter, discs of homemade movies. Box got lost in 5.6 mile drive. Only box that didn't make it. OK a couple hundred $s but the data on hard drive grandkids, birthdays. We opened every box- claim form is a nightmare. I did not itemize every box. That immed kills the claim. I DO NOT RECOMMEND US VANLINES.

Service cost: $660

I hired US Van Lines to move our household goods about 10 miles from our old house to our new house in the St Louis area.
My wife and I packed a lot of the items but left a number for the movers. It was alarming to see that the stuff we packed arrived undamaged, but a number of items they packed did not. Here's an incomplete list - NOTE: I did not claim everything:

1) Broken base for the ping pong table. It was NOT broken until it arrived at our final destination.
2) The 29 1/8 x 47 3/8 glass top for my office desk was cracked and chipped. This was packed by the movers and was in good condition prior to the move.
3) The floor lamp is missing a locknut and the bulb housing itself will no longer hold a light bulb. The movers disassembled and packed this lamp and it was in good working condition prior to the move.
4) 1 of the 12 tiles for the patio table tops was broken. Movers packed these as well and there were no broken tiles prior to the move
5) One of our nightstands had a damaged drawer front and broken front facing of lower shelf. This was not damaged when it was packed by the movers
6) There is a very noticeable gouge in the kitchen table top that measures approximately 1 inch x 1 inch in size. There was no damage prior to the move.
7) There is damage to the sides of a coffee table. This occurred sometime during the move.
8) Visible damage on the side of a bookshelf/TV stand. This occurred sometime during the move.
9) 2 noticeable gouges on the top of a dresser. Each gouge measures approximately 5 inches x ¾ inch. This occurred sometime during the move
10) Noticeable damage on TV stand. This was damaged sometime during the move
11) Noticeable damage on several pieces of our dining room set including: a. Table legs b. Chair backs c. Chair legs

I contacted the moving company to register my complaint and was sent an email requesting a list of the damages with photos. That was emailed AND mailed, and yet nothing. The move was completed at the end of July 2019 and as of Nov 10, nothing has been done with it.

Here's the contact information I was given:
Claims Department US VAN LINES 866-300-1299.

Move size: 4 Bedroom Home Service cost: $4250

I spoke with Richard Russo several times to move my 74 year old mother from Chicago to Atlanta. He pretended to be an honest man. He said he was a family owned operation in business for 20 plus years. Richard quoted me $1340 to move my mom out of a 2 bedroom home with about 15 boxes, 1 bedroom set and a living room set. That seemed very reasonable so we paid the deposit. When moving day came the drivers said that Richard quoted us incorrectly and that the fee would be $4000. Richard has a scam operation where gives low quotes, hires a real moving company and lets the customer figure out the difference later. The actual movers said they have had a lot of issues with the jobs he's hired them for. Now my mom has all her stuff packed and no movers. Horrible Horrible person.

Move size: 2 Bedroom Home Service cost: $1340

Not often does a company live up to expectations but US Van Lines here in St. Louis exceeded them. From the first call by Sherry offering to help with my move to the 3 movers (Otis, Arthur & Edon) that showed up moving day, it was an awesome experience. They were professional in every way and worked very efficiently. In no time my property was taken down condo steps and then placed in my storage unit while I look for my new home. I will be calling them back for the final move. Thanks to all!

Move size: 2 Bedroom Home Service cost: $660

All I can say is Mr. Edon.. thank you so much for being rude. You are the most rude person I have ever met, you shout at me and when I tell you to lower your voice you get upset and hang up. I hope this phone call was recorded. You are horrible.. very horrible. Stick to your management position and not customer service because you are a horrible person. Sharon has always been polite it’s sad that she doesn’t work weekends because you and your high rude tone of voice is not good for business. People like you do not deserve leadership and are very bad for business. As you said for the third time this week, the driver will call me today. If he doesn’t I will be calling you back, you can hang up on me again if you want. You are so unprofessional by the way.

They need to train you on proper customer service and people skills before you get on that phone.

I wasn’t upset until I talked to you . This is not a volunteer job. I am paying the company to move my stuff.

But your rude self is what I will not tolerate. Grow up and get some emotional intelligence.

Move size: 1 Bedroom Home Service cost: $4500

When you contract with a mover, most people expect four things: on-time pickup of furniture and possessions; on-time delivery to the new address; a minimum of breakage and other damage; and a company that stands behind its work.

Late last year, my sister-in-law hired U.S. Van Lines – St. Louis to move the contents of her two-bedroom townhome from St. Louis to Orlando. To say the move was a disaster is like comparing COVID to a mild case of the flu. While the pickup came off as scheduled, the contents arrived late and, too often, in pieces. And the co-owner, Chuck Vilnai, did his dead-level best to get out of paying for any of the damage.

My sister-in-law’s furnishings were loaded into a U.S. Van Lines truck in November, at the height of the pandemic. Everything seemed to go smoothly and professionally. As I witnessed, her furniture and boxed-up possessions were stacked neatly in the truck. They were to be held by U.S. Van Lines in storage until December, when they would be trucked to Orlando.

More than a month later, a U-Haul truck pulled into my sister-in-law’s apartment complex. It was two days late, the result of a breakdown of the truck that had left St. Louis with her furniture. The U-Haul was rented as a substitute. And, it was clear, her furniture and possessions had literally been thrown into the truck.

The interior of the U-Haul looked like a landfill – boxes cascading every-which-way; furniture stacked on its top, bottom and side; loose packing paper and cardboard strewn across the floor. And as the truck was slowly unloaded, the extent of the damage became obvious – and staggering.

The front leg of a loveseat was snapped off. The curved glass to a curio cabinet was shattered; so was a custom-made, six-foot piece of glass that fit on top of a dresser. The corner of a bookcase/wall unit was crushed. Silk lamp shades were shredded. Pictures had been ripped out of their frames. A tea cart was simply missing, as were other pieces. A steel stepstool was bent at bizarre angles, indicating it had sat beneath an extremely heavy object. Many, many other items were cracked, chipped or otherwise damaged. The driver of the truck – a contract employee named Josh, who was from North Carolina -- repeated over and over, “There’s no excuse for this.”

Our preliminary estimate of the damage was $30,000. But when we called Chuck Vilnai, and sent two dozen pictures of damaged items, he offered to compensate my sister-in-law … $200. He reminded her that she had failed to take out insurance on the load (because of the pandemic, she had rushed through the final signing of her contract to keep contact with the driver at a minimum and had skipped over the insurance option.) When we threatened to go to arbitration, as the contract allowed, he raised his offer to $600. After months of haggling, we finally did go to arbitration – and ultimately won a settlement of $1,500.

My sister-in-law thought she’d vetted U.S. Van Lines carefully. The company is A-rated by the St. Louis Better Business Bureau. But clearly, this rating meant little. And we also discovered that federal and state law gives moving companies extensive protections when consumers complain.

My advice: do NOT hire U.S. Van Lines St. Louis to handle your move. Before the move, take pictures of your furniture and accessories. If you can, take your most precious items with you; don’t give them to the mover. And whatever mover you choose, carefully explore your insurance options to ensure that you’re protected in case of damage or loss. In the event of a disaster like this one, you’ll need an insurance company on your side.

Move size: 2 Bedroom Home Service cost: $3800