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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Misleading Quotes.
1. It was not disclosed to me that a completely different company was going to be handling my goods. I was under the impression that Assurance Vanlines was going to be at my door, but in fact it was a contracted company, so I wasn't even sure if they were supposed to be taking my things. Safety concern for a young female living alone.
2. I was quoted $2879.00. I was extremely specific as to the size of my items and the number of items. I did not have ANY extra items, I actually had less boxes than originally stated. I was told that my items would be shipped based on weight, which is what is in the binding contract. When the movers arrived they stated that I was completely mislead as to what it would cost to move my items. They stated that since I had higher quality items it would require more space and also crating. Charging me an additional $1,400.00
3. When I originally made this reservation we talked about the delivery method. I was told that it could be an 18-wheeler that delivers the goods or a regular 26 ft moving truck. I specifically told both by the company that I didn't think that an 18-wheeler would fit in our new gated community in El Paso, TX. Both you and the moving company said that this would not be a problem and they could use the 26 ft moving truck. When in reality the movers informed me that there is no way it would be a 26 ft moving truck and that they would have to transfer to a smaller truck charging us an additional $350.00 minimum. This is unacceptable, because if I had known this, I would never have booked a move with this company. Additionally, their contract says an 18 wheeler OR a 26 ft moving truck. That means that a 26ft truck needs to be an option to us before being charged the additional fee.
4. As far as stairs goes. Assurance contract says $60 for any additional stairs and the moving company states $75. This is absolutely unacceptable.
5. Long carries, Assurance says 100 ft and the moving company states 75ft from the door. Again, completely different.
Worst Experience Ever!!
SO beware, We were going to rent a penske truck but I cancelled it because I was quoted a price that made more sense for us to hired Assurance Van Lines. I spend several hours firming up the inventory list. My husband and I spend all day taping and preparing for the movers. I sent pictures of what we had and was very clear. What I found out was that this company hires another company. Our things were going to be loaded onto a truck, then removed from that truck and loaded onto another truck (just for starters). But before I found this out, another person from assurance check called me and we went through the inventory again (another 45 min or so. This time the price was going to go up $160 dollars from the first quote which I had already paid the deposit of $500 for. I complained about the over charge and was contacted by the first rep I had talked to. So, here is the real kicker, when the mover arrived he was going to charge up to $900.00 over the contracted quote. He was very descriptive in his reasoning. Our things need to fit in a certain space size and the weight had nothing to do with it. Apparently it is normal procedure for the sales reps to base on weight while the movers have to base on space. Not a very good way to do business when one side of a business does not work the same way as the other side. Its clearly all about getting the business. I cancelled the service. We are back to getting a penske truck to do it ourselves. Save yourself a huge headache look for long distance movers locally. At least they can give you an honest estimate better yet come see what you are moving. The out of state moving business is not honest or reliable. They can not guarantee price, or arrival date. They would be better off saying that they cannot guarantee the cost, nor the time frame for arrival. We are very dissatisfied and will never trust a moving broker again.
Lack of support.
The staff acted as if I was the one who had done something wrong! I had an issue with the driver trying to hold my goods for ransom! When calling the service provider he was not available. Never returned my calls. When I called about an issue with the driver the people wanted me to do the leg work and totally took the drivers side. And I still haven't had a call back concerning missing and damaged items.
As a disabled veteran I would "NEVER" recommend any service member or veteran deal with this company and I will be posting this info on my military account. And I have filed a complaint with my Veteran Service Organizations to make others aware that this company does not treat service members fairly nor with respect. They took my money and "promised" good service but in the end they were just out for the money. Sad..
No Call, No Show.
In December 2015 we contracted with Assurance Van Lines to move our personal belongings from Nevada to Oklahoma. They had no issues taking our money, it was gone immediately after we contracted. It was scheduled to be picked up, they never showed up, never called, no emails, etc. We had to contact them. We re-scheduled. The soonest date was the day we needed to be on the road. They were a no call, no show a second time. We again had to contact them. They could NOT GIVE US A NEW DATE FOR PICKUP. We had to leave our personal belongings in a storage unit and get to our new home. It is now late March 2016, and our personal belongings are still in Nevada. We had to ask a friend to bring them to us, when they were coming to visit. I WILL NEVER TRUST ASSURANCE VAN LINES. When we spoke with them, the acted like they really didn't care. The only explanation was that we were in a remote area (we lived 30 minutes from Reno, a metro area). They may have good service in some places, but Nevada is NOT ONE OF THEM.
Horrible Customer Service/ Shady Practices.
On 03/18/16, I cancelled my moving reservation with the company and requested my deposit back. The customer rep., Robert Davis, assumed it was because the company would not give me free, used moving boxes. I explained that was not the reason but that another local company gave me a better deal, at a better price and with better liability coverage. He stated that someone would call me from the refund department in order to process my refund. I was fine with that. No problems I thought.
On 03/19/16, I receive a call from the refund department (Jordon?) asking me why I was cancelling my reservation because of not getting free, used boxes. The man stated it was illegal. I stated that was not the reason why I was cancelling my reservation. He then asked me if I, "ever had crabs or lice." I told him I was not discussing that with him and that I all wanted was my refund. He stated that he ALREADY had processed my refund which meant the reason for his call was not at all related to processing my refund as Robert informed me the day before. I told him that why I cancelled my reservation was not his concern and that I got a better deal from a local company and to just process my refund. He stated that he processed my refund but continued to press about why I was cancelling my reservation. I told him that I worked in homeless services for several years (since 2009) and understand concerns about insects. I told him that there is risk of insects in any move and that his company was not either chemically or heat treating the moving van after every use so that alone puts my personal items at risk for getting insects. Also, when talking with Robert to originally schedule my reservation Robert stated that my items would be moved with a large van with another household's items going to a nearby location which further raises the risk of getting insects. I told him that I understood the issues with insects very well, that I was not arguing with him and I demanded he just process my refund. He stated that I didn't know more about moving than he did. I stopped him right there and told him I knew more about insects and that he was an insect and hung-up.
I then sent an email to the refund department and Robert telling them to not use scare tactics and to only contact me for purposes of processing my refund. I then received 3 different, taunting emails (2 from Robert and 1 from the person in the refund department). The experience I had was unacceptable in terms customer service. Once I cancelled my reservation that should have been it. I should have never been harassed multiple times for cancelling a service and requesting a refund that I had right to do. It was ridiculous getting multiple harassing calls and emails for no reason.
I filed a complaint with the NYC BBB and the company emailed back to the BBB an email I sent prior to this incident occurring. I was warned by two other local interstate moving companies not to trust moving companies that required a deposit, didn't want you to pay fully by credit card for consumer protection and never bothered setting up a walk through estimate. Assurance Van Lines was all of that which is another reason I cancelled my reservation and went with a local company that gave me great services and price. Bottom line- Don't use this company. Just so shady and terrible service.
Poor experience.
The customer service representative had given me a quote and told me that I could cancel for any reason. she talked me into giving a down payment and when I looked into it, I realized that it was a mistake to book with this company. as it turns out, this company is famous for paying people to give false reviews. most of the positive reviews that you see, are not real. By the time I had found the real reviews, it was too late. When I tried to cancel, I had to wait for someone to call me back. No one else would accept my calls. I was refused A manager upon request. when they did call me back, I had to speak to a manager, but the manager actually put me on hold for about 20 minutes and then hung up on me. they did allow me to cancel, but because the customer representative had moved my move date from the 25th to the 21st, my deposit was non-refundable. They said that I could use it if I chose to use their line again. after complaining about being hung up on and receiving an email calling me a liar for trying to cancel, they refused to help me move again. I could not believe that they called me a liar via email. they also threatened me by saying it wasn't 'wise' to complain about them. I felt required to rebook, since they took $610 from me that they wouldn't refund. They then declined me for a rebook.
Do NOT use this company to move!
I'm pretty sure at this point that all the positive reviews are coming from the company itself because the service I just received was p$!# poor and utterly unacceptable.
I hired this company to move my belongings from NJ to MD on 3/18/16. I was told on 3/17 that movers would be there between 8-10am on the day of my move. It was almost 11am and I hadn't heard anything so I called and was told that the driver would be contacting me directly. He calls a little after 11am and tells me the truck got a flat tire and he would be there in 2 hours. I call back and speak to the customer service rep and explain why this is a problem and she just flippantly says "Well call back if they're not there in two hours." Two hours pass and then he tells me he's 30 minutes away. Thirty minutes later, he says he can't find my apartment complex despite me giving him the exact address; he didn't arrive until 2pm, a full FOUR HOURS LATE. This is a significant inconvenience as I was expecting them to arrive in the morning which would give me ample time to get to Maryland and sign the lease for my new apartment and pick up the keys. So I then proceed to tell them what to pack and so on, and I had to leave while they were in the middle of packing to get to Maryland before the leasing office closed (and they technically were closed when I got there but I called ahead and the property manager was gracious enough to stay until I arrived). The movers arrive about 2 hours after me and upon taking inventory of everything, I see that they forgot a few things despite me saying that they had to come, and to make matters worse they didn't pack anything appropriately. My framed college diploma wasn't wrapped and got broken, my suits were just stuffed into boxes, and my flat-screen TV and computer monitors weren't properly wrapped either. I have had a few experiences with movers and moving companies and this was hands down the WORST company I've worked with--very unprofessional and inconsiderate. Take all of these glowing reviews with a grain of salt the size of the Rock of Gibraltar.
Unsatisfactory.
I informed John Williams, at the time of the reservation that I didn't want to run in to the driver taking advantage of my urgency to have the item's out the day I was closing on my house. Yet that is what happened. The cost went up an additional $1200 from the original qoute, which is robbery. I am definitely log a formal complaint with the Better Business Bureau. I told "John Williams" the sizes of my bed set and emphasize how large it was, but you made like, don't worry about it, things will be ok. Not only did he talk me into go with his company by stating that what we charge that is what you will pay. You also were claiming that his company was very reputable and that the company would stand behind its quote. Well none of this happened! The day of the move I had to catch a flight out and the driver came looked at my bed set and said this is going to be and extreme increase in the price. The driver stated it is not the inventory that is wrong but since the set is big there will be an additional $800 handling charge. Now there were an extra 3 large boxes and I didn't take the Flat screen TV, but nothing to explain the drastic increase in the price. I called customer service and the woman that I spoke with not only was very rude, but not knowledgeable and all she wanted to do is say I was wrong about any or everything that came out of my mouth, and rush me off the phone. After several calls I manage to get to "John Williams" my sales rep, but low and behold he had no recollection of anything, which was not surprising out of the character of a company that will say anything just to get someone to book and then run away when the driver showed up, then become cold and uncaring. This explains why the Assurance Van Line Services charge such a high nonrefundable deposit "(close to $1000)" so now that the company has the funds it now becomes unconcerned, now they have the money on their end, and they don't care what happen once the driver arrives because they already got the funds and gone. Nice move! What surprised me the most is I had John Williams on the phone and then he quickly denied telling me anything about the free carpet and so on, but after I persisted then he conceded about the carpets. Then he preceded to tell me to just give the driver some extra money under the table then maybe he would take my furniture for the original quote. Which I believe is unethical, plus bad business practice. Yet "John Williams " told me to hold on a minuet but he never came back on the phone, and then he would not take my calls any longer. I wonder why? Then once off the phone the driver told me he is not taking the rugs for free and would just leave my stuff there if I didn't pay the extra money. Now what am I to do the house is sold and I have to get my stuff out, so I'm trapped. Very nice maneuvering on Assurance Van Line Services and its partners, give the customer no way out, then they can exploit them any way they want. That has to be an office Memo that gets passed around the day of hire. Lets take the name "Assurance" which implies that we are reputable, yet we won't be, and how will the unexpected consumer know. We Got Them on the hook and what can they do but pay.
I feel that the company Assurance Van Line Services, has taken advantage of me, from the driver they sent out and John Williams the sales person, I was tricked and then the company extorted me. The company knew I was pressed for time, and not in a position to be able to do anything but pay whatever the driver stated, because where would I get another company on so short notice. I believe the company is unethical, misrepresenting, and should not be aloud to continue with this moving scams, which takes advantage of people who are just trying to have there things moved and want to be secure and rest assured that things are going to go as planed, of an already difficult transition.
RUDE and very unprofessional Service.
I would not use them again nor will I recommend them. I received the delivery 14 calendar late than our scheduled delivery date, charged me 20% more than original amount, driver didn’t know to drive and park 53’ truck - ended up damaging landscaping, received the delivery with damage/broke the sofa frame and tower fan, very hard to communicate with driver and crew members as they only knew few English words.
The sales person and manager were very nice until I signed the contract but experienced RUDE and UNPROFESSIONAL behavior from both John and Kassandra during the post pick-up process. The A+ rating by BBB is a false advertisement. The claim process is very time consuming.
Rest assured with Assurance!
Called several places for estimates, but hadn’t ‘clicked’
with any of the others as I had with Assurance—very polite and professional staff. Their estimate proved to be very reasonable and right-on-the-nose, so I decided to give them a try, was very glad that I did. Everything arrived with good time, no snags, no damage—just a smooth, streamlined experience from beginning to end. Great experience, highly recommended!
Sorry Service.
I would not use them again nor will I recommend them. From the rude dispatcher, who said he was the manager to the driver who had to wait on people to help him. Which looked to be high schoolers. They put my stuff anywhere without so much as a care. I had several items broken. This was the worst experience. Then they charged me extra fees that cost well over the original amount for a few more boxes but less furniture.
Can't say enough good things about them!!
Assurance just moved me and I couldn't have been happier with them. I found them online and their great reputation was 100% well-deserved. They had great communication, arrived early, had a great attitude at all times and were fast and efficient!! They did some packing in my garage and moved all the furniture and a bunch of boxes I had packed. They packed up my TV in a crate to keep it safe and wrapped all the furniture as well. Everything arrived in the exact same condition it went onto the truck. They were personable, careful with my stuff, fast and hard-working. I can't say enough good things about them!!
Great Experience!
Everything was delivered quickly and safely! I would definitely recommend this company to anyone searching for quality service. I was pleasantly surprised by how simple everything was and how fast the delivery was. They are definitely on top of their game! All items arrived in perfect condition with no damages or blemishes. I will be doing business with them again soon!
Very Satisfied!
I chose to go with Assurance after doing research of different moving companies, and I'm glad I went with that decision because they were very careful in handling my personal belongings safely. I was happy with their customer service, and they were also reasonable in pricing. I highly recommend choosing Assurance Van Line if you are looking to have your items arrive at your destination without any damage!
Moving Furniture.
I had been searching for a moving company online and finally ran into Assurance Van Lines after speaking with a couple of other moving companies and decided to give them a try. First of all what convinced me and what I was impressed with was the excellent customer service. After hearing their quote which I thought was reasonable. I decided to give them a try. I had to move brand new and very expensive furniture from Brooklyn, NY to a brand new house we purchased in Pocono Pines, PA. We were told the movers were going to be here at 9:00 am and they arrived 15 minutes earlier. Which was great! They took their time and were very careful with the furniture. It took them about an hour to load it up. They left my house in Brooklyn, NY at around 10:30 am and arrived at my new home in Pocono Pines, PA at around 2:00 pm. They were true professionals. Nothing was damaged and would recommend them to anyone.