Assurance Van Lines

I'm not going to exaggerate on my moving feedback. Assurance Van Lines provided a very professional move for my family. I know they're not the movers themselves, but they do have a select group of movers they broker their move with. For me, they did an amazing job from A-Z.

Outstanding service guys. I know I was a pain with you over the phone regarding the time it was taking the movers to deliver the stuff. I apologize for any misunderstanding on my part. EVERYTHING has arrived home. You guys did great. Please tell John, I'm sorry.

Just received my items from move M4498718 - everything came according to plan. Although my mattress frame broke on the way here, It was already broken so I'm going to have a carpenter fix it up for me, it's not your fault though, I knew it could happen.

Thanks guys

I would have given 5 stars, but the move was delivered 1 week after the estimated date. Other than that, your staff was very professional, your movers were great and my things arrived in same conditions they left my home.

Hey guys, your movers just dropped off everything and asked for us to leave a review for you. Thankfully our experience was great. Everything we expected from a professional long distance mover, we got. Thanks

Just got off the phone with Brittney and wanted to leave her a great review for her customer service. I'd been working in getting quotes from 2 other long distance movers, and they were all outside my budget. Brittney was able to get me scheduled on the moving date I needed at a price I could afford. I'd spent a couple of hours with the other companies but they would not work with me on price when I asked for help, in fact they were very rude.

Hey there - Just wanted to leave a review for my move. My overall experience was great. Mark was able to get some things squared off for me when the movers arrived, which saved me an extra $200. Total move from NJ to CT for a 2 bedroom was $2075.

Thank you.

-MJ

MOVE #M4465587 - thank you for putting up with me during this stressful move.

I know you guys had a rough time moving 3 flights on a tight hallway apartment, but you guys pulled it through! Everything arrived to Fort Lauderdale in the same condition it left Le Moines. Thanks again.

Case #4435855: These guys did a good job with my NJ - NC Move. Although the truck came 2 days late, they were very on top of them when I called to complain. I slept on the floor for 2 days and had to go to walmart to buy some stuff to get me through 2 days.

Other than the lateness everything went well. All my boxes and furniture pieces were delivered in the same condition they were sent out.

No problems with my move. I've move a couple of times through my lifetime and I knew what to expect. I just wanted to let you guys know the movers booked were great and although they wanted to charge me $250 more for the extra boxes, I worked out a deal with them so the total came to $2350 instead of the originally quoted $2175.

I had a really bad experience two years ago with another company and was scares out of my mind to move again, then I spoke to Robert at Assurance Van Lines and he sent Rick and James to get me moved from Manhattan to Miami, they where very quick and carefull with my items, and even helped me pack a few boxes for free, this two guys where the best! they are now moving my mother down here too in the summer.

Do not let this company get your phone number or email. John W[redacted] who works for them called me non-stop for days after I had told him that I would call back after I had spoken with my wife about the quote he provided me. He would call while I was working and rather than leaving a polite email, he would continue to call until I answered. I told him to stop calling but he wouldn't. He claimed he was trying to earn my business. He couldn't have been further from doing so. Not only will I never use this company, I have tried to make sure everyone I know that is considering moving will avoid this company.

Review: I booked a long distance move with Assurance in early January 2016. As a broke, Assurance located a moving company (without ever informing me that they are a broker and not movers). The items were picked up timely (on Jan **), but have not yet been delivered (as of Feb 1) and the company that needs to deliver the items cannot give me any delivery date for the materials.

Essentially, Assurance took a $610 deposit to book this service and has no intention of actually making sure my items are delivered within any reasonable time frame. Furthermore, their customer service agents were consistently impolite and unresponsive during the processing of my move.Desired Settlement: Assurance took a deposit for a service they have since failed to deliver and seem to have no interest in seeing completed in timely fashion. They should refund my deposit considering their failure to adequately complete the service they sold me in a reasonable manner.

Business Response:

The customer had a pick up window of January ** or January **, 2016. The agent carrier picked up the move on January **, 2016. The customer desired to be delivered only between January [redacted], 2016. Due to unforeseen circumstances the agent carrier could not meet those dates. The agent carrier advised the customer that delivery can happen the first week of February. The customer is not available until after February **, 2016. Delivery will occur after February **. The contract states: “Based on the load size and mileage of your move, delivery may take anywhere from 1-21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and Assurance Van Line Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0-500 miles: 0-4 days. 501-1000 miles: 1-6 days. 1001-1500 miles: 2-8 days. 1501-2000 miles: 3-10 days. 2001-2500 miles: 4-12 days. 2501-3000 miles: 5-14 days. These estimated windows begin on the shipper’s first available delivery date”

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The agent carrier called to arrange a delivery "around January [redacted]." No more specific details were shared about the number of days contained in that window. I could have received the delivery of my items on Jan **, **, **, or **. No contact was made by the agent carrier to inform me that a delivery would occur. I was called on Jan ** to say "[redacted]" Again, that delivery time frame cannot allow me to properly plan to have my items received. I am not in Minnesota at the moment (as I was there from Jan ** to **, expecting the delivery based on the time frame quoted me by Assurance on the phone). How can any reasonable person be available for a period of 7 or more whole days, with absolutely no other specification. This is unreasonable. At this point, delivery of my items will arrive 27 days after my first available delivery date, and over one month from the pick-up date.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely

Review: Hired Assurance Van Lines to move furniture and personal belongings for myself and daughter.
A three bedroom house. My first quote with Assurance Van Lines was $2,700. However when Eden
Moving Services llC arrives and inspects the items, my quote is increased by $1,983.00. By this time
I'm more than upset, I cannot cancel out of the deal. I agree to the extra expense but found myself
$600.00 short. I made and inquiry with Assurance Van Lines regarding possible payment arrangements
all within the month of December 2015. No delivery until the entire bill is paid according to Assurance Van Lines
and [redacted]. Since I cannot pay the $1,983.00, I have been informed that my furniture and belongings have been removed by the company and will be stored until the entire bill is paid which now includes $1300.00 more.

I cannot afford this at the present time. I have come to Las Vegas NV to work. Now I cannot go to work
because I have no clothes, shoes etc.
Desired Settlement: I would like to have my furniture and personal belongings delivered to me as planned.
The increase in services to paid over a period of time as I had requested before.

Business Response:
Customer: [redacted] ID: [redacted] The customer was picked up on time and paid half of the balance. The rest of the remaining balance is due when the household goods gets delivered. The delivery date that the customer chose was December **, 2015. The customer contacted the carrrier stating that they won’t have all of the money when the move is delivered. The carrier stated that if they don’t pay the full amount the move cannot be unloaded and they must pay storage fee and redelivery fee. The contract states: “All final balance due’s are to be paid in money order or cash to the carrier prior to the truck being unloaded. If customer fails or refuses to pay balance due, carrier holds the right to warehouse or storage the household goods at shipper’s expense. For re-delivery of the warehoused or stored household goods, the balance due must be paid in full, including storage and re-delivery fees, prior to the truck loading goods from warehouse or storage and sent out for delivery.”

Consumer Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The amount that was originally quoted over the phone for a three bedroom house was $2,700.00. A deposit of $510.00 was paid to reserve the move and an additional $1,600 was paid upon the arrival of the movers for a total of $2,100.00. I believed the balance would be $600.00 and would be paid to the movers when they delivered the furniture. However, I wascharged $1,988.00 by [redacted] in addition to the $2,700 quote that I received from Assurance Van Lines.The total amount of $4,687.00 was too expensive for me. I clearly stated $3,000.00 was my limit. I was assured by AssuranceVan Lines that the estimate was set. I had no idea that I would be charged for dismantling furniture. I really believed that I had hireda company to move me not two. Now I have discovered that my possessions are not in Las Vegas, NV but are being stored in Los Angeles CA. So to have my things delivered to me in Vegas will cost an additional $1,300.00 plus storage fees. I will not be able to retrieve my belongingsuntil I obtain $3,000. There is nothing I can do but wait at this point. I am so unhappy about the entire matter.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely

Business Response:
Customer: [redacted] #2 ID: [redacted] The move was picked up on December **, 2015. The customer had a new revised written estimate. The estimate shows a total price of $4,767.18. The customer, [redacted], physically signed and agreed to pay that amount. The customer physically signed agreeing to pay the balance due upon delivery in form of Cash, US Postal Money Order, or Cashiers Check. Furthermore, the contract signed by the customer at reservation states: “Assurance Van Line Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Assurance Van Line Services Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. Assurance Van Line Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God.” The next pages include copies of the signed agreement.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] My issue is with two contracts for two different moving companies. I started with Assurance Van Lines and am nowpaying [redacted] to complete the job. Again, my complaint is regarding the amount that was quoted by Assurance Van Linesand [redacted]. Two different quotes for a total of $5,387.00. I was clear about what I could afford. I did not want to paymore than $3,000.00. According to the list of items that were orally listed:Three bedroom house.
Beds 2 queen size mattresses with box springs, 2 twin box springs for a king size bed. Two desk tables with I chair each 2 lamps , 3 end tables and 2 sitting lounge benches one small and one large 1 dressor 1 entertainment center which consists of 5 parts a desk, a dinnet set of table 6 chairs and buffet... glass table and a sectional sofa of 6 pieces, piano and washer and dryer. These things were listed over the phone. It was my understanding that up to 60-75 boxes were included in the quote. The quote from Assurance was $2700.00 However, when [redacted] arrived, an additional $1,987.00 was charged.This amount was presented to me after my furniture was placed on their van. I had no other alternatives but to accept the additional charges and complete the move. I was told that my furniture would be placed in storageif the balance could not be paid upon arrival. What I did not know was; where, and what storage company. Since I have had to deal with two different moving companies I feel as if I was forced to contractwith both when I was only looking for one company to do the job .I was lured into a contract with a quote that turned out to be more than what I wanted to pay.
To coax me into contracting with the company I am givena quote to my satisfaction but not to the company's. It is bait and switch, a very dishonest marketing strategy that was used. The complaint was with Assurance Van Lines and should also include [redacted]. The problem begins with consumer protection laws and regulations.

There are none. I'm stuck with a very large bill that could have cost me less had I been provided with all disclosures associated with the entire move.Disclosures such as dismantling furniture before putting it on the truck. Does that provide more room? Is that an xtra charge? Is the cost associated with weight, Volume, mileage etc.
Again, communication was badand so was the marketing strategy. Once a moving company enters your home and begins to load your belongings onto their truck, the items are theirs and there is nothing you can do about it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely

Review: This business has constantly harassed us by calling 8 times in a row everyday to earn our business. After refusing to use them for our moving company they proceeded to charge my bank the deposit without our permission or any other contact.

Business Response:
Customer: [redacted] ID: [redacted] Customer was provided a quote and reserved a truck on February **, 2016. A deposit was required and the customer provided a credit card to complete the order. On February **, 2016 the customer requested to cancel the move. The refund was completed on the morning on February **, 2016. Note: refunds can take 5-7 business days to reflect on your next statement. A confirmation email was sent to [redacted] indicating the refund has been issued. Transaction Details REFUND: Transaction [redacted] has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (900.00) Customer Name: [redacted]

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely

Review: I was provided an estimate that was based on the weight of my items being moved. At the time of arriving the truck had someone's else's stuff on it and they told me the weight of the truck with the other persons stuff. They loaded up my stuff then went to pick up my sisters stuff but I asked that they weighed it before they did so we could determine who owed what. A few hours after leaving my sisters I received a call claiming my bill was more than $800 over the estimated price because my weight was more than estimated . At that time I asked to be provided with the proof showing all the weights because I had a hard time believing it but the refuse to provide me with proof and They told me I can either to pay the way over estimated price they will keep my belongings . Seems like extortion to me. Unfortunately the man who gave me the original estimate will not return any of my calls or my emails. All I asked for was was I should be entitled to. I don't want anyone to experience what I have went thru with this apparently experienced extortion company! And to add insult to injury now my belongings will not be delivered on Dec [redacted] as promised so basically everything the told me was a lie! It won't be there when they promise and they charge way more with no valid explanation! It's a shame businesses like this are allowed to stay in business!Desired Settlement: Proof of reason behind grossly exaggerated bill which is a scale reading and if they can't provide me with that I shouldn't have to pay anything more than original estimate.

Consumer Response:
At this time, I have not been contacted by Assurance Van Lines regarding complaint ID [redacted].Sincerely,[redacted]

Business Response:
Customer: [redacted] Complaint ID: [redacted] The Customer was picked up on time and delivered within the time frame of the contract. Due to unexpected weather delays the delivery took an extra day. There is never a guaranteed delivery date. The agent carrier provided a time frame of delivery for the length of the move. The move was about 587 miles so it can take anywhere from 1-6 days to be delivered. On the contract it states: “Based on the load size and mileage of your move, delivery may take anywhere from 1-21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and Assurance Van Line Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0-500 miles: 0-4 days. 501-1000 miles: 1-6 days. 1001-1500 miles: 2-8 days. 1501-2000 miles: 3-10 days. 2001-2500 miles: 4-12 days. 2501-3000 miles: 5-14 days. These estimated windows begin on the shipper’s first available delivery date. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated delivery dates and estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup & delivery locations.”

I contracted with this BROOKER & they quoted me $1,860 to move 376 cu ft consisting of approximately 2,300 lbs. I gave them my inventory list that consisted of large furniture (desk, futon, box spring/mattress etc...); electric handicap scooter; 42 boxes plus needed them to bring and pack 3 wardrobe boxes, my total list consisted of a total of 66 items. They arrived and added a wardrobe box, packed 3 pictures into one box and packed the computer up everything else was packed by us. The total inventory (which included the futon broken down and now 4 pieces not 1) was 84 pieces with 15 additional items added which consisted of 11 boxes, hamper, laundry basket, plastic small chair rug & packing of an additional wardrobe box, they also provided matress covers for the double box spring and mattress. The total cost to add these items and minor extra work on their part was a whooping 54% increase of my initial estimate for an extra $1,020!!! We understood if their were slight overages there would be additional costs to us and expected something like $300 extra but not an outrageous overcharge for $1,020 extra. I contacted Assurance and they just placed the blame on me for adding items but they still couldn't justify to me the extra 180 cu ft the movers added to the order with the extra items added above. Now I'm an educated person and if the initial estimate was 376 cu ft which included large furniture and a scooter that they couldn't put anything on top of then the addition of the items stated above should not be just shy of half of the 66 items we initially had on our list. This company is a scam and will not support you after the movers show up and slap a huge bill on you, they indicated I needed to call the moving company and work it out with them. If you are looking to make a move DO NOT USE A BROOKER, find an actual moving company and work directly with them, this is sound advice and oh yea DEFINITELY AVOID THIS BROOKER!