On this page you will find reviews on the company Assurance Van Lines from real customers. We have filtered custom reviews so that you can really evaluate whether it is worth contacting this company or it is better to contact other movers.
Company average rating Assurance Van Lines – 3.7 (calculated based on 422 reviews).
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Worst moving company I have worked with in my military career.
Dishonest, and anti- military! Do not use! Check the BBB for honest (and a lot of dishonest) reviews. The long reviews with details are all very similar to my experience. They told me they were a "military preferred mover" and one of the "Top 3 military movers on the east coast." All of these were verified false with JPPSO once I started having problems. They gave me one rate with great promises, then over doubled the rate and told me that was just for moving, not for packing. When I told them that was unacceptable, they told me I was not allowed to cancel, they would come anyway. After a lot of discussion, I was finally able to find the local mover who they subcontracted with, and they said they were given different dates and would need 3 full days (as I estimated), and that they would not be able to arrive until two days after I needed to be out of the house.
Do not use! I have been in the military for over 20 years, with over a dozen moves, and this was the worst experience I have ever had. (Yes, I have more details if you want to know. See BBB for other similar horror stories.).
Awful.
My wife and I decided to move from DC to NY for personal reasons and after submitting for quotes, Assurance Van Lines was the first company to call that didn’t' seem like total thieves (totally wrong). A sales rep named Ryan contacted us after submitting for quotes and was our point of contact when planning the move. He certainly knew how to sweet talk us because there were several things he shared that ended up being not true. This review also encompasses Budget Moving and Storage which is based out of Rockville Maryland, and was contracted by Assurance Van Lines to do the move.
To start with, we worked with Ryan Summit from Assurance based in the New York City office and explained that our target was Memorial Day weekend but we were open on drop-off and pickup (pickup being Friday/Saturday, drop-off Tuesday/Wednesday) due to the nature of the holiday weekend. He understood the situation and assured us that we would know when our pickup was 5-7 days before (Lie #1). This caused us to have to coordinate with both our old apartment and new apartment building for moving elevators, but not really a big deal as both buildings were accommodating to our situation. Turns out we didn’t 'know our pick up until 24 hours ahead. We were also told that according to Department of Transportation rules that they could have up to 4 business days to deliver our stuff because of the nature of our move (which was fine, but we once again explained our situation with the NYC apartment and how they had restrictions, and started early to cover ourselves). In addition, we were also told that we would not need to wrap the TV, dresser, lamps etc. and that they would be provided as part of the move (lie #2). However, we were then told the week of that we would be responsible for wrapping everything. Fortunately we had enough supplies but it was still a surprise and a lie. There was an additional cost for the additional packing supplies even though we provided items that were requested by the movers. Additional items such as boxes, cardboard, which weren’t even used but we had to incur the expense.
We were also told that our stuff would not be removed from a truck (Lie #3), and we’d be the only stuff on the truck (lie #4) during the transport and that it would sit locally over the weekend in a secure location (Lie #5) and that worst case we would get 30 days free storage if there was a lag on delivery and we would give permission in a worst case scenario (lie #6). During pickup our move went pretty smoothly. We got a crew of 3 led by the driver Zach and they worked as efficiently and as fast as they could. The only surprise to us was that we would have to get an extra charge due to the amount of feet from the truck to the apartment (first 1000 feet were free). While this was a surprise, it was in our contract. Alex was nice enough to guestimate and didn’t go exact which we greatly appreciated. We were very nice to this crew as we were very ready, offered them breakfast and drinks (which was the direction of Ryan) and made sure they were okay throughout the moving process. We also discussed with Zach that we liked their work so much that we wanted them to do our drop-off. While he couldn’t promise anything we put in a request and were told that this would be made to happen on the back end. We were also told that we would get a call either Sunday or Monday with a drop-off time for Tuesday or Wednesday by both the dispatcher and Alex (lie #7). We were fine with this and also explained that the elevators were only available a certain period of time both days and we really needed to make sure the delivery lined up with what was available. They reassured us and said that it would be perfectly fine.
Fast forward to Monday at 4pm and I still have not received any type of information from Budget Moving and Storage and I decide to give them a call. Alex picks up and half hazard says that they can’t do our drop-off until Thursday or Friday. I explain to him our situation with the elevators and we were promised Tuesday or Wednesday, but he said that there was nothing he could do and that a truck broke down and that our stuff was on a truck sitting in Maryland (which we were also told our stuff wouldn’t be but refer to lie #3). I let him know that I couldn’t make a decision on which day until I spoke to the Parker Towers rep in the Parker Towers office since she coordinated the times of moving for the building, and then I would give him a call.
The next morning, Tuesday May 30th my wife and I arrive at Parker Towers and explain the situation to the Parker Towers rep at the front desk. She looks at the schedule and says that Thursday and Friday are booked but that Monday was available for a drop-off. My wife then picked up the phone to call Alex to relay the logistics and Alex at this point is very rude to her and states that if we don’t have our drop-off by the end of the week our stuff would be going to a storage facility and that we would be responsible for moving everything! Real nice guy. At this point both of us nearly lost it and explained what was going on to the Parker towers Rep who got us a manager to explain the situation. Fortunately the manager offered the Thursday early and mentioned that we could have a bill created to send to Budget Moving and Storage. She also offered us a discount on how much it would be since it was technically out of their designated moving hours. Once we discussed with the manager, our leasing agent and the Parker Towers coordinator what was happening they agreed to have us call Alex to relay the logistics and mention that we would need them to be at our building no later than 7am because we had to give up the elevator at 10am for another move. While all of us are sitting with Alex on speakerphone and I mention to him that we have the elevator from 7-10am and that I need his guys here by 7am, he then states to me “well I’ll have the guys there by 8”, which to all of us in the room say “No please be here by 7am because we need you done by 10am”. He “Yeah yeahs” us and says they’ll be there by 7am” (also a lie, lie #6). At this point we really wanted our stuff and were upset because everything that was told to us was downright wrong. In addition, we also have an email from Budget Movers stating that the movers will arrive between 7-8am and complete the drop-off by 10am, even though we asked for arrival by 7am. This at least confirmed that they knew they had a limited window, even though we only got 2 moving men. In addition, any move before 10am would cost us 250 an hour, which was another additional cost we had to take because of the lack of competence from both Assurance and Budget Moving.
Fast-forward to Thursday June 1st when the movers are supposed to arrive at 7am. We receive a phone call at 645am that the guys (only 2 of them this time, which we were told on the phone previously we would get 3 guys again, lie #8) are within a short distance away but stuck in traffic. They finally show up around 740. When I ask the driver what time they left and where they left from he stated that they left around 515 from an hour away but that “it’s New York” and they got stuck in bad traffic with a lousy attitude. I’m skeptical that based on my previous lies, that if you leave from an hour away at 515 that you can’t get where you are going pretty fast, even in a major metropolitan area known for bad traffic (lie #8).
Upon arriving (with only 2 guys, Ivan and the other guy), Ivan immediately starts counting the steps from the truck to the apartment while the other guy starts unloading the truck (more on that in a second). Upon getting to the apartment he then DEMANDS RUDELY the remaining balance that was issued to us on the front end. This then required me to ask my wife where it was. Keep in mind that they are already late, we wasted time counting steps, and now I have to find the money order for him all while he is being rude.
Once he has his money order, we go down to the truck where the other mover is unloading SOMEONE ELSES stuff on the sidewalk to get to our stuff. If you recall earlier in the review we were told that it would only be our stuff on the truck and it wouldn’t’ be removed. Add to the fact that we were on a time crunch, you can’t think we are happy but obviously happy our stuff is arrived. Obviously by this point it is after 8am, and since we are running short on time I have to start doing my own pushing and loading.
On the first load, he also makes note to us that we owe extra due to the fact that there are extra steps and once again demands payment on the spot. I ask if we can give credit card and he was nice enough to let us use credit card. Keep in mind that he didn’t’ charge this amount that we owed until he got in the truck when the job was completed (almost 2 hours later). He’s still being very rude by this point but we were obviously happy to get our stuff.
Finally, once we are wrapping up, I noticed that Ivan decided to take a smoke break in the truck while myself and the other mover were working! In addition, I also noticed McDonald’s wrappers in the truck. Now for someone who left at 515 from an hour away, they had time to stop for breakfast but got stuck in bad traffic? Keep in mind that the dispatcher said they’d be there between 7-8 even though we pleaded for 7am, but it fell on deaf ears.
All in all, I cannot in good faith ever recommend Assurance Van Lines or Budget Moving and Storage for any moving needs. We were constantly lied to when we started the move very early and are very organized people. It’s a shame that both of these companies are allowed to operate this way.
Same horrible experience.
Vincent Brinkman of this company gave me a delivery date. Based on that date which, by the way, Vincent picked, I paid additional pro rated money to rental company of @ $300 and left my home for the two day drive to Austin from Chicago. Vincent was responsive up until the point my boxes were picked up. Once they have your stuff, they will keep it as long as they see fit to maximize their profit. They pass you off to a third party moving company who tells you no, you will not in fact receive your things when Vincent promised. Now you will Wait two to two and a half weeks for delivery and there is not a thing you can do about it. Customer service is beyond rude and yells at you. They dgaf about the additional money Vincent cost me with his lies. They have my money and I can basically get lost now. This is what you get from
This company. Do NOT use them. I’ve never been treated so poorly by a company in my entire life. Now I just hope my things are delivered in the two to two and a half weeks. I have clothing for two days with me. This will
Happen to anyone who uses this company. I only wish I had read the reviews. All are true.
Misleading and poor service.
Reviews are misleading because they don't do the move themselves. We had looked up The reviews for Assurance and thought we were in good hands. The representative talked us into letting the movers they sent us(lite van lines) pack us up because it would only be $200 more. They were awful! They stuffed boxes full of paper and wrapped them in tape like mummies then charged us significantly more than estimated due to packing supplies and space on the truck. Our things arrived a week late and suspiciously appeared suddenly after we called them. We got stuck with an extra $300 fee due to street parking and they gouged our walls and scratched up the floor while they were rushing around. Now that we unpacked, everything fragile was broken, furniture is missing parts, our travel souvenirs are broken, and everything we own is scratched. The large items - TV, game consoles - aren't broken so we won't be getting any compensation from the company despite our insurance we supposedly had. Do not trust Assurance! Find out who they will be sending and look them up before booking!
Run!!
Do not use this company!! They are a total scam. They’ll tell you upon booking that you’ll have your items in a couple days, charge additional costs once they have your belongings. Then when you’re hunting down your items, they tell you to deal with their 3rd party shipped, who you don’t even have a contract with. Our items have gone 2 hours away in the past 8 days! And still they said it could be another 2 weeks! You’ll never get anywhere with their ‘customer service’ - it’s a joke. The girl said I could make other arrangements?? Like go pick up my stuff myself! Unreal! Run from this company as fast as you can. I wish I’d read reviews before dealing with their snake of a salesman.
Movers Beware- Single woman - Veteran.
Do not, I repeat do not use this company. A total scam. Don’t be fooled by smooth talking sales pitch you will receive initially. Keep this in mind. I was given a supposedly binding contract contract quote before I had packed a single item. I was warned by the smooth talker about shopping around. “A lot of companies quote one price and then charge additional in the other end”. You know why he knew. He was that company. Once he gets the deposit. You never hear from him again. A matter of fact print and keep copy of your comm during that process. Because they somehow retract it once they shop you out to an overpriced/inexperienced crew/poor condition moving truck company. Claimed you have 30 days free storage on other end. 250.00 a day threat everyday you don’t take delivery. Held my furniture hostage if I didn’t pay an additional 1,000 above contract price. After leaving a U-haul trailer full of stuff behind. Because truck wasn’t large enough. So after I received my shipment. Major damage to a Heirloom China Cabinet, coffee table and the end tables. Movers noted the damage. Door to truck had caused. Estimate for repairs a little over a thousand dollars. The settlement company offered me 62.00 dollars. Time for an attorney. Moved from FL to NC. Moving company over 5,000 dollars. Me a nightmare.
Don't hire this company.
The initial sweet talker disappears after you pay the deposit and is least concerned what happens with your move. They sell your contract to Top Rate Moving Company, which they do not disclose.
They took almost 5 weeks to deliver my stuff!! They do not deserve any star.
The Top Rate Moving Company over charged. They did not even have tools to measure the distance from pick up location to the truck. He guesstimated the space used in the truck.
Scam - dishonest - stay away.
Please don't hire this company for your move, Horrible, horrible, horrible. Save yourself some troubles please.
Lies, lies and lies. Can I give a minus 5 stars? They lie to you to get your business and once they get your money you are in trouble. they lied to me about cancellation date, size of boxes they are pricing me for, even the inventory, and most of all they outsource your moving to a 3rd party that is just like them.
Tried to call them before the 7 days cancellation deadline, no one will answer. Suddenly when you can no longer cancel they answer your call. The agents are disrespectful and won't even let you talk.
Last year only they have 85 complaints with the Better Business Bureau, people lost their belongings, things completely broken, getting away with people deposits, lies and so one.
This is a very dishonest company in business to scam people. Save yourself some headache and take your business elsewhere to avoid a nightmare. The good reviews they have here are misleading, they probably paid people to write these for them. I wish I have read some of the reviews here before I went to them.
Interstate move that did not happen.
To anyone looking for a moving company, don’t even consider Alliance Van Line, a Moving Broker in Ft. Lauderdale FL who I have found to be dishonest. Below are a number of issues I experienced.
If you think you can beat their game make sure they have NOT used the date you paid the deposit, which in my case was in excess of 29% of the total cost, as their Pick-Up date. I questioned this prior to signing as I was working months in advance of my move with no actual move date available nor had I completed the inventory, but was told it would not affect return of my deposit. Not true!! See multiple other reviews where other customers experienced the identical problem.
When I had to cancel due to circumstances, a Manager initially stated that I was told the opposite, that what I had been told was in the “notes” and then, after a brief hold stated that he "went to bat for me" with his boss and they agreed to refund of less than 50% of my deposit because most customers “lie” to get out of a contract but he believed me.
Further, when you receive an email “A Transaction Refund” notification it includes a “Merchant Contact Information” the URL info@assurancevanlines.com which, when entered provides the warning “You are about to log in to the site “assurancevanlines.com” with the username “info”, but the website does not require authentication. This may be an attempt to trick you.” Maybe, maybe not but this company has been so dishonest that I cannot trust anything they say. Additionally their merchant address is listed as being in New York but New York office refused to speak with me.
Finally, they claim to be accredited by the Better Business Bureau but this location (Ft Lauderdale FL) is not, their web site sends you to a Assurance Van Lines Broker in Texas who has good reviews. If you access the BBB website for this specific provider there are 34 reviews and 129 customer complaints as of today’s date. It’s interesting that the “positive” reviews don’t indicate which Assurance Van Lines Broker was used nor who the actual moving company was. The problems and complaints experienced by customers are HUGE and will convince you that this broker is not only dishonest but once they have your money will kick you to the curb and, it appears, will refuse to assist in any way.
False Promised.
I feel scammed by Assurance. They gave us a “binding” agreement beforehand that apparently bound them to nothing at all. They did a pre-move inventory survey twice and gave us a quote. In the end, their surveys and quote were over 50% off and we had to pay more. On top of that, they told us our stuff would take about 5 days to move.. we’re on Week 3 and it still hasn’t left the depot. When we called they said they legally had 31 days to move our stuff and that they were probably going to take it all.
They act as brokers to the actual moving companies and do no actual work at all. This also means they bear no responsibility or liability if/when things go bad. Horrible experience.
Most terrible moving company EVER.
I wish I could give assurance van lines a zero star. Most terrible moving company ever. They pulled some crappy stuff on us come moving day, and tried to say we were over our limit of boxes and they would have to charge us more. Even though we were told we could basically double our order of boxes at no additional charge to us. When I tried calling in to speak with a manager the lady was extremely rude to my husband and I and said there was nothing she could do even though we were quoted a specific price for all our goods. She talked over us and wouldn’t even let my husband get a word in edge wise. I’m telling you, DONT USE THIS COMPANY. They will jack the price up on you for moving day and treat you terribly. The lady wouldn’t let me speak with anyone else, she said she was the manger, wouldn’t even let me talk with the gentlemen who originally gave us our quote. This is one shady company so movers beware!!
Scamers.
They initially quoted us about $2,000 to move from Las Vegas, New Mexico to Chicago. In the end, we paid $3000 after all the hidden fees they imposed on us. When they came to pick up the boxes, they charged us an extra fee for having bigger sized boxes, when they never told us there was a limit in the first place. Not only did they arrive 11 days later than they initially told us, but they arrived hours late on the actual delivery day, as well. When they arrived, they charged us an extra $350 because they said they could't fit their truck up our driveway. And they only accept cash. We thought we'd save money with this company but in the end we paid the most expensive price! Horrible service- save your money and time and go with better movers!!
The Move.
I was nervous about my big move, but AVL made it so easy and stress-free for my family and myself. I think what stands AVL out from the rest is their focus on their client. They knew I was nervous and they put my nerves at ease within minutes of a meeting. They went above and beyond to ensure that I knew that my things were in great hands. My things arrived perfectly and I couldn't be happier.
Worst delivery company ever.
They tell you what you to hear when you call but EVERYTHING changes once they get your stuff. They change delivery dates every time you call, they could not fit all of our stuff on the truck we had to leave things behind. They are QUICK to add extra charges for everything and anything. We have been forced to spend a lot of extra $$ due to them driving all over the US with our stuff. We have our lives on that truck. This company is all about making extra $ and do not care about the customer. They barely speak English when you call the trucking company. Whatever you do, do NOT go with this moving company, if you have to pay extra to go with someone else it will be worth it in the long run.
Great movers.
I don't normally write reviews but I was just so grateful to Assurance for making our move easy and smooth!! We are all anxious about the move, and their professionalism really made a difference. They showed up on time and worked quickly. Nothing broke. Nothing got lost. They just made the WHOLE experience really comfortable and easy. I can't recommend them highly enough!!