VIP Transport

In 4/2021, I hired this company to pack, store and move my entire house. I entrusted them so much that I also had them pack, store and move my mother's house about a year later. During this time my belongings were still in storage, so my mother's things were stored with mine. Both households were delivered to our new house in 3/2023. Upon delivery, several things were noticed to be broken (even beyond repair) and this was prior to any boxes being unpacked. Once we began unpacking, we noticed that many more items were broken. I was in email communication to the company during this time and I was informed that I had 9 months from the time of delivery to file a claim. I filed my claim within that amount of time and I was just informed today (2/5/24) that most of my items do not qualify anymore because the 9 month time frame began when my items went to THEIR long term storage. A storage that I have no access to and am unable to assess if any items are damaged. During these years in storage, I am paying monthly for storage and for insurance to keep my items safe. This is completely unacceptable! I was specifically told in an email from this company that I had 9 months from the date of DELIVERY to file my claim. I was contacted by their claimsteam10 and was offered some compensation for the items that were damaged during the actual delivery only. They said that they were not responsible for the boxed items and that was the responsibility of VIP transport. There were many more boxed items that were damaged than items that were damaged during delivery. The claimsteam10 sent the damage report to VIP transport and they told me that they would review it and get back to me. They got back to me today with the message that they are not responsible for ANY of the damage that they caused because they claim that I did not file in time. AGAIN, THEY THEMSELVES TOLD ME THAT I HAD NINE MONTHS FROM THE TIME OF DELIVERY TO FILE SAID CLAIM! Attn: Mindy S @ VIP Trans

Move size: 4+ Bedroom Home Service cost: $50000

I had a great experience with VIP! I've moved cross-country 4 times and each time was either just okay or disastrous - until now! From the in-home estimate with an explanation of insurance and high value items, to the simplicity of paperwork, the professionalism of the staff and crews, and on-time delivery, I couldn't have asked for more! I guess it's true you get what you pay for because in the past I went with cheaper, and paid more for it in the end. This isn't the most expensive company out there, but it's definitely worth the money!

Service cost: $4152

They broke our treadmill and said because the condition was "unknown" and no external damage they would not fix it. They acknowledged broken parts came off when the cover was removed but still because the condition was "unknown" when they moved it and no external damage the claim was denied.

All I know is it worked and now it has broken parts and does not work. VIP moved it not me.

I filed a complaint with the LA BBB which was a waste of time. They did nothing for us at all.

So my advice is to test everything in the movers presence before the move and after otherwise your on your own.

Service cost: $675

I chose Mayflower/VIP Transport because of the representative who came to do an onsite estimate. His explanations made the most sense to me from other estimates. However, as it turned out his weight estimate was 6,000 pounds over what my actual weight turned out to be. In the binding contract there is room for some credit for being under the estimated weight. However, the amount credited doesn't even come close to what I should have paid. When I contacted the company they were very surprised at their mistake and when questioned why they wouldn't always over estimate their weights they're response was that it wouldn't be to their benefit to transport without full loads. That makes sense except that I know that the truck driver demanded two more loads to fill his truck and he got them. So they made a killing on my move at my expense. Also, I was never notified of the actual weight of my move until the day before delivery even thought the truck driver had given the report on pick up day or the next.
After many phone calls, no return calls, going to corporate offices and finally being told that they could do nothing except file a report I was given a "good will" gesture of $200. My estimate was $14,235 and by the contract I paid $12,670. In my estimation I should have be refunded at least $1400 more from the $12,670 based on my actual weight.
In closing, I find this unacceptable and would never recommend this moving company. They found no way to talk about what was reasonable and never gave a satisfactory answer as to why the estimate was so far off. Please stay away from this company or make sure that you know how much everything you own actually weighs so that you can be certain you are not getting scammed.
On a good point, the actual mover was thorough and timely. He did move some boxes clearly marked fragile and top load with less care than I would like to see but everything except two items arrived without damage.

Service cost: $12670