0 stars. All of these terrible reviews are right in line with mine. From beginning to end our moving experience was an absolute nightmare with this company. Never again. You've been warned. We were quoted for, and charged for a 51' van trailer with 3-4 additional professional movers. As it would turn out, Colonial Van Lines is just a middleman company that overcharges for moving expenses then subcontracts to the lowest bidder. The day of our move, 2 run-down Uhaul trucks showed up from some local moving company located in Texas with a driver and his buddy. Which I was fine with, but with 2 guys it took literally the entire day to pack and move everything out, which was added onto my final quote for extra hours. It was IMPOSSIBLE to get ahold of anyone at Colonial, and when my calls were returned, no-one in management could care less. I tried explaining that everything wasn't going to fit. That's why we needed a "Van" -- a 51' trailer, pulled by an 18-wheeler -- which we were quoted for. The managers that I spoke to were unprofessional and rude. I was told that I am not the only customer and they're busy with real problems, this isn't their job to handle this, etc. Of course by this point, you've paid a huge deposit, which is NON-refundable, so if you do cancel, they keep the nearly 2000 deposit you've paid. You're basically strong-armed into moving forward with the move. It took days for them to arrive, as these 2 Uhaul trucks were diverted through other cities. Many things arrived broken. There were so many miscommunications, I ended up just getting the drivers cell and just cutting Colonial out -- the company I was paying to coordinate this in the first place. When you have damaged goods, you can't actually receive them from the third party until this insurance nightmare is settled. So your belongings are sitting outside and they can't do anything with it until it is resolved. So, I ended up just signing for the broken items and filing a claim with through my renters insurance. I ended up asking that local Texas company what they would have charged me if I had just hired them directly. I could have saved several thousand dollars. This story doesn't even scratch the surface of this disaster. I spent more than $7000 moving through Colonial. For all of this, I was offered $200 off of the moving costs as an apology. I told them to just keep it. How they even have 3 stars, I have no idea. I guess Donna, their resolutions manager, must have been busy on the day of our move. read more

Colonial Van Lines started as a nice experience. The salesman Ricardo was smooth and had all the right lines to make you feel comfortable choosing this company. Next came Vanessa, our account manager. She too was pleasant and our movers showed up on time to pick up our items for our cross country move. That's the end of the pleasantries. Colonial is not actually a moving company. They are scam artists. They only subcontract your move to a 3rd party company, in this case Boost Express Van Lines. Our belongings were picked up.in New Orleans, LA on 5/17/2019. The delivery window we were given was 5/23 - 6/1. On 5/24 we called to inquire about delivery, we were told they would call back in 4 days...it was Memorial Day weekend. 5/28, they said there was no information on our delivery someone would call back in 2 days. 5/30 still nothing. 5/31 finally some info...it will be 5-7 days. Great...I missed a week of work waiting around and a major family event and now the delivery is late. Now I had to get a customer service representative Kerleen involved. She could not be more useless. She showed no remorse and made no apologies. This is clearly business as usual for Colonial. This runaround, of us calling them every couple days to only be told that they had no info or that it would be a few days, has now lasted for 3 weeks. Today is 6/18 and we still do not have our belongings. I would recommend never using Colonial Van Lines or Boost Express Van Lines. read more

Donna reached out from the resolutions office and was able to hear me out, and listen to my concerns, and the additional costs that came up from the poor communication and late movers. Donna was able to resolve my issue! Thank you Donna for having empathy and doing your best to help solve any issues I had! read more

I am updating my review to reflect the intervention of Donna, a customer advocate for Colonial Van Lines. She worked with me to get a fair settlement in a reasonable amount of time. Many thanks to you, Donna. read more

I recently moved from California to Florida and had seriously the best moving experience I have ever had. Started with the customer service from getting the quote (exceptional price), the timing, the SUPERB PACKING and the delivery. Everything worked to the top. Nothing broke, nothing got lost and I got my goods in 8 days. read more

Had a very poor experience with Colonial, moving long distance. The movers that picked up my items took 4 hours to move items from a storage unit to a truck. The same items had been moved into the unit by another mover in less than one hour. This crew forgot to weigh the truck and so they called me after they said they'd meet me at the storage unit, and said they'd be late. And they were a couple of hours late. Then the driver told me the items weighed 600 pounds less than the quote so I would be refunded some of the deposit. When I spoke to Colonial about it they said they only charge more if they under value your weight. They do not give money back if they over estimate the weight. The weight they guessed was dependent on the items as I described them and it was accurate. So if they give you a quote be aware that it is best to guess under, and not let them guess for you based on the inventory. On moving day they were careless with the boxes, and they sat to take some breaks and smoke a bit. On the back end they came on a Sunday morning and so they charged me an extra $1300 for a shuttle, after they rented a haul from 1 mile away for $100 to bring the items over. What the sales team promised was a far cry from what they delivered. read more

I called the phone number the business manager asked me to call. I only got a recording to leave a message. Sad customer service. I will try calling one more time in an hour from now. I will post an update if I get the recording again. read more

Edit to add: Here's all you need to know about this company. They messed up and ignored federal regulations. They're answer a 2 percent refund and trying to make me sign a confidentiality agreement to get said "settlement." DO NOT USE!!!!!! I've done two moves with Colonial. The first one in 2018 went fine, this one was a disaster. Colonial did not call once like they said they would. They did not call to let me know when I'd be picked up, they did not call when a manager was supposed to call me back, they did not call to let me know my balance due. They did not adjust the moving estimate despite me calling to go over everything. I removed some stuff, and added some things. Their answer "we're just gonna leave it as is"...the movers sure didn't. They do like telling you nine times how you can pay them the money owed, though. I'm supposed to get a $250 credit given all the screw-ups, but I have zero belief that will happen given their inability to do even the simplest tasks such as calling the customer. I don't even care at this point, I just want them out of my life. This is a company that doesn't do what it says, doesn't know that a contract is a two-way street and does not care when they screw up. I know many use them cause they are on the cheaper side. Spend the extra couple of hundred. Colonial will nickel and dime you up to that amount anyway. read more

I'm updating my review on Colonial. There was initially a lot of confusion and delays with our pickup. We were unhappy with the initial service and I complained to customer service. I worked with Teheria one of their Directors and she was extremely professional, courteous and very empathizing of our situation. Her positive attitude and ability to help us recoup some of our losses went a long way and we have been very grateful for her working on our case. Colonial is very lucky to have her as an employee. Sales: 4/5 Their sales team was very friendly, not pushy and polite. They do send you a lot of emails but that is to be expected. Pickup/Packing: 2/5 We may have had a perfect storm of bad luck. Colonial worked with us to recoup our losses here Delivery: 5/5 Our delivery was done by Affordable Home Moves and I have nothing but good things to say about Travis. He understood our situation, was very professional and I would recommend him to anyone. Follow Up: 5/5. Again, Teheria was very responsive, polite and didn't take our complaints personally. read more

My things finally showed up 16 days after the end of my delivery window after I told them I was done and intended to reclaim my belongings where they were being "securely stored" and move them myself. The delivery men who dropped off were sweet and professional - I tipped them as this debacle wasn't their fault. There were a few items damaged, but that's expected with a cross country move. I am changing my review on the basis of Donna who did work with me to resolve my main issues and made this experience bearable - I do appreciate her feedback and guidance to make the best of this situation. read more

This is a terrible company. Working with them is the single worst experience I have ever had with any business. The older staff members Are just plain nasty and bad tempered and even screamed at both of us repeatedly ! They are bullies and extremely bad tempered. We were stunned at Just how awful and angry the lead mover was on our moving day. I deeply regret not insisting they leave after the first incident. But that's the problem - you are at their mercy as you want to complete the move On time. The college aged movers were fine. in fact when the older ones weren't looking they came and apologized for the older ones psycho behaviors. They are just following the orders of the older guys. My Child was frightened by the older movers excessive swearing and screaming around. Obviously this did not lead to the best start in a new home. The management is patronizing and will just try to brow beat you if you complain. For example - it was my fault I was screamed at - because I asked if I paid more they'd move some extra items in their half full truck. They refuse to move things they don't feel like moving - in spite of the fact they originally said they would move large items. We had to hire someone else to move us after they moved what they felt like moving. This ended up costing more than if we'd hired a reputable moving company in the first place. Beware of their claims that they will move large items As it seems like a bait and switch Technique. We actually had to really scramble to get real movers to come after this heartbreaking Day with this dreadful company. It threw off our whole time table of when we needed to get out of our old house. I really want to emphasize that the older movers were disrespectful, angry people who genuinely seemed to enjoy making others miserable. For example, when I politely asked them to cover the mattresses in plastic, they acted super annoyed and muttered nasty things. They did not put plastic on the mattresses. They did seem to make a point of dragging the mattresses. I ended up with mud on two of them which would have taken them extra effort . They also thought it was funny to play childish pranks on us and then laugh at us. One example is pretending to smoke weed in front of is and then laugh at us looking alarmed. Another was pretending to drop something and then pointing and laughing at us. On your moving day these behaviors are even less charming than usual. You don't need this abuse on top of everything else on moving day. Please learn from our mistake and don't be fooled by their fake low prices ! Colonial Movers is the definition of bad news. Run away! read more

Would give ZERO stars if optional. Terrible service, could rarely talk with the same person twice despite being told "you'll work with me throughout your move." Wouldn't show up within window however it took being in the middle of the pickup window to finally get them to answer that they wouldn't be there within the scheduled time. I scheduled this move 6 weeks out and was assured it was ample time for them to move me. My level of frustration with this company was such that, within my scheduled pickup window I cancelled with them before securing another company. The other company was able to make arrangements within my original window that Colonial was unable to do. This seems odd since both companies would be making arrangements with another local company. Don't waste your time with Colonial Van Lines. read more

THIS IS A FRAUDULENT COMPANY PREYING ON YOU AT YOUR MOST VULNERABLE TIME - They just left my nearly 80 year old Father with a cross the country move and didn't show up after many many points of communication and full payment. Here's my message to you whoever you are that's profiting off of our elders! I am going to find you dirty rats and I will be sharing every horrid detail of ur fraudulent company with the media who happen to be my friends. You picked the WRONG family...I'm coming for you. read more

I have had a lot of terrible moving experiences but this one is the worst. We paid a deposit to ensure our things would be picked up and moved to California. The morning of our pick up, they canceled and said they were working on finding another truck. Finally at 4 pm on a Friday (hours after our pick up was scheduled), my fiancé got ahold of a manager who informed him that not only was dispatch in a meeting all day but he should find another company. They left us with less than 72 hours to find another company and vacate our apartment despite having to book them weeks in advance. It was outrageous. And their customer service was garbage. They were incredibly rude and not empathetic. Do yourself a favor and never book with them. We are now scrambling to figure out how we will get from Oregon to California by Tuesday. read more

Update: after many hours on the phone, I was given a customer service liaison, Donna, who was able to get my claim for damages and lack of services provided paid out to cover my loses. The resolution was satisfactory initially however, it's been several weeks since this resolution was made and I still have not received funds. read more

We had the worst move ever with Colonial Van Lines. They did major damage to the house we were moving from, including gouging the drywall and wood floors, and ripping up our walkway lights. The professional packing job was a joke - they literally dumped the contents of our kitchen into boxes. They did major damage to my baby grand piano and several other large pieces of furniture, including breaking the leg off of one table, and cracking the base of our dining room table. They did not take a major inventory of our items when packing the truck, as required in our binding estimate. They used a contract trucker, although they promised me they had their own trucks and movers, and he hired truly inexperienced movers. Do not use - ever!! read more

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The people they contracted out to were great. My stuff showed up on time. Nothing was broken. These guys are NOT cheaper than anyone else, though. Don't think otherwise. They charge differently, but there will be a little bit of nickel and diming. read more

Giving 5 stars to Donna for working on a more equitable claim. I am ready to put this move behind me. read more

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*Update* Resolution Manager Donna reached out to me, to help me come to a resolution with Colonial Van Lines. She fought and advocated for me, when the Escalation Supervisor did not. I have full confidence in Colonial's checks and balances system, and knowing I have Donna in my corner, would use, and refer, Colonial for any move in the future. Thank you Donna for all your hard work, and for your quick and thorough response. And thank you Colonial, for allowing Donna to work on behalf of the customer. It really shows you do care about the customer. read more

I would give them zero stars if I could. We had such a horrible experience with Colonial Van Lines. We paid $26,000 for a nightmare that I would never want anyone to go through! Just scroll down to see the pictures! On the front end of the move from California they did not label my mother's and sister's boxes and packed them on the truck incorrectly. The items that were put in the front of the truck should've gone in the back for proper unloading. But that was the tip of the iceberg. What was absolutely horrible was at the delivery! We called them for days asking where they were. They said they weren't to Tennessee (our destination) yet. Then out of nowhere they called and said the truck was at the new house. We drove there and there was no crew to unpack. The driver of the truck was a contractor and he told us that if a crew couldn't be found, he would drive back to California with all their belongings! Then, we contacted Colonial Van Lines to get help. Four hours later they sent a crew... of Spanish speaking gardeners! They even gave us their gardening business card! We couldn't tell them where to put things because they spoke no English. They put stuff everywhere and anywhere (see pics). They did no assembly, no unwrapping, no correct placement of the items. It was absolutely surreal. We called Colonial Van Lines to tell them that we needed to hire professional movers to finish the job because my mother and sister were unable to live there and they refused! Meanwhile the actual professional crew showed up the next day and were furious! They called Colonial Van Lines and told the company that if they didn't get their wages for the day, they would expose that Colonial Van Lines was hiring possible illegal workers to replace them. That got them paid fast and they were out of there. That made two crews the moving company had paid and still my family had no place to live! Colonial Van lines only hired a professional crew to finish the job when I told them my elderly mother was living with me (because she couldn't live in the house she was meant to live in) and had almost fallen on my stairs. I guess the liability issue scared them. In the process of arranging this, they treated us like WE had done something wrong. It was complete dehumanizing. A week later (after the contract deadline) they got a real crew in there to at least assemble and unwrap things, but my mother and sister still couldn't live there because they had broken her dryer and refrigerator. When we told them my mother and sister still couldn't live their, they rudely told us to file a claim for damages. So here we are, weeks later. We told them we were horrified with their service. They didn't care. They blamed it on covid. I told them I thought we were entitled to compensation for the nightmare experience, the fact that they didn't deliver on the contract, putting my mom in danger, etc. They offered us $380.00. A slap in the face, to say the least. Don't ever use this company unless you want the worst moving experience you could ever imagine...and then some. $26,000 and look at these pictures. read more

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We expressed our concerns and questions to Colonial Van lines numerous times verbally over the phone and never got any actual response to the specific issues, so we wrote them all down and sent an email to Sharon. She didn't answer ANY of our concerns in writing as we requested, and instead said that we needed to have a 'mutually respectful' conversation before she could address our concerns, and so we decided to talk. The entire conversation was unproductive, it did not address our specific concerns or questions, even though Sharon stated in her email that Colonial prides themselves on complete transparency. Their non response to our concerns would prove otherwise. During the conversation Sharon was condescending, uncooperative, and totally avoidant of ALL of our specific concerns and questions. Instead, she wanted us to read the inventory of items that were moved, which was totally NOT the issue or even related to the question at hand. She was deliberately ignoring and avoidant of the specific questions we had outlined in writing, she was unwilling to talk about anything of actual relevance to our dispute, and instead, was trying to instigate me into further distress and frustration by steering the conversation into a direction that wasn't even remotely relevant to our concerns . This was the absolute opposite of trying to address or de-escalate a problem, in fact, at the end when I asked her how we would proceed with arbitration, she said "I am the arbitration" even though she's totally unqualified to be such as she's not a neutral 3rd party. In addition, she had the audacity to tell me that I was being disrespectful, when I was clearly upset about her absolute avoidance of the issues. There is a huge difference between being upset, and being disrespectful! She also stated that she would review the recording where she claims it was explained to us that they would be sending an entirely different company to move us, and I was actually quite happy about this, and wanted to hear the recording as well (since I know it was not ever explained to us), and we have yet to hear this 'proof' that we were explicitly told that they were brokering us out to another company. She also told us that she would email me her 'findings', yet, she's given us nothing but silence, and our concerns and questions are still unanswered. It was as if the entire conversation was designed for her to deliberately add fire to the already bad situation so that she could instigate some kind of negative response from me, which could then serve as justification for not actually addressing our issues. It was like talking to a narcissist, not a professional representative of a corporation. These are some of the specific questions that Colonial won't answer at all: Do you allow Cal Van Lines to do work for you without an agreement, and allow them to use your published tarriff/bill of lading? Why did Colonial give us an estimate and then Cal Van lines collect the payment if there is no written agreement? If there is a written agreement, why is it not provided to us when we request it? Why did Cal Van Lines hand us the contract from Colonial Van Lines, and why did our payment go to Cal Van when Colonial is who we contracted with? Why didn't Colonial Van Lines provide us with a truck that had adequate space inside of it to move All of our belongings when that is what Colonial was contracted to do? Why have all of our questions and concerns been ignored? None of these questions have been addressed. We're not even mentioning the missing and broken items. Our issue is that they were hired to move ALL of our stuff, not just most of our stuff. Colonial took our deposit, and Cal Van Lines took our payment in full, yet they claim that they are not a broker, they refuse to answer any of our questions, and they failed to complete the job by sending a truck already 1/2 full of other peoples stuff. Had we known we were being brokered, we would have picked another company, but they didn't even inform us, effectively taking that choice away, and on top of it all, we were forced to leave some of our belongings behind. This is not a company that prides themselves on transparency like Sharon claimed. That is an outright lie, & their actions (and lack thereof) prove it. read more

Complaint: 18301928 I am rejecting the response to the BBB by Colonial because: I have left phone message with them and recently did make contact. Once again they are saying that the price per pound did not change. I questioned them regarding the method for what they charge per pound. They have now suggested that I redid my original booking and did not ship all the items that were listed on the inventory and that is why the weight came in at only 6,265 pounds and not 11,214 pounds. I made a list of everything that was to be shipped as I was told that if anything was not on the list it would not be put on the truck. I did not delete any item but did add about 6 more boxes that I packed. No one ever questioned what was on the list. It was also said that the item count did not match. No one ever asked me about an item count and I watched all the items being taken out of my house and loaded onto the truck. All I can say is that my house was empty when the movers left and the truck was unloaded to my storage unit by their contracted movers and if anyone questions the items moved or the list they are free to inventory my storage unit that has not been opened since the goods were unloaded! They are also saying the move booking was for "truck space" and that my charged amount was for reserved truck space. If the charge was for truck space, and everything fit on the truck, why was it so important to weigh the truck after loading? Difference between empty truck and full truck full truck was 4,949 pounds. Their story keeps changing. I remain firm that the price per pound was changed from the first Estimate/Order for Service (10,990 pounds) to the last Line Haul and Service Charges (11,214 pounds). On the original document there is NO line stating the price per pound or pounds listed (the attachedment has the list of items to be moved with the total weight), only "Cost of Transportation", several other charges and a Binding Estimate Fee of $2,854.23. On the line Haul document the pounds are listed but the "amount per pound" is left blank and NO Binding Estimate Fee is there. The strange thing is if you divide the # of pounds on each document, the amounts per pound (only), are different per pound, but the Grand Total for each, divided by the pounds being moved on each document equals $.81. Strange, since the Binding Estimate Fee of $2,854.23 is not listed on the Line Haul document. I believe it was added in to the weight fee on the Line Haul document so it would make the total move be at $.81 per pound! I would be happy to provide copies of these documents if anyone would like to see them. I don't understand that if the weight of the moved goods was an issue why the numbers questionable! I am just very confused! Bait and switch?? $5,701.09 divided by 10,990 pounds = $0.5187 per pound $8,777.82 divided by 11,214 pounds = $0.7827 per pound Total weight on the truck after my goods were loaded was 6,265 pounds!!!I I have done several other posts regarding this move. Colonial even suggested that if changed my report to the BBB to say that I was satisfied with the service they would compensate me $375. The BBB states that if you make a comment you can't be compensated! read more

After working with Donna in the resolutions department, my issues were resolved and we were able to come to an equitable resolution agreement. I am updating my review to reflect her efforts. read more

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Although we had a terrible time with Colonial Moving company, Donna, the resolution specialist reached out and really showed how much she cared about how badly we were treated. She listened and she sounded very genuine when she apologized. Thank you Donna for making us feel a bit better from what was a horrible situation. read more

If I could give this company zero stars I would. We recently hired colonial for a move from Florida to DC. My significant other is a disabled vet so moving out of state with one driver is complicated so we decided to hire a company. We had a small move about 900lbs for which they charged us over 4000. But we were assured we would get a refund for the difference In weight once our items were weighed. Well After a week of calling repeatedly we FINALLY received a refund for the difference however we still had to pay for a 2000 lb minimum. It was a week of a headache just to get the bare minimum refund. Now we are still dealing with customer service because we paid for our truck to be loaded and unloaded yet we ended up having to do it ourselves because the driver said "he was unable to find labor". The driver was not only late picking up and dropping off our things but also refused to weigh the truck and simply stated that our 900 lb move was 4000lb. When he did finally weigh the truck he moved our stuff from the original truck to a new truck and our stuff looked like he a literally thrown out things in there. The driver man handled every one of our items he touched. The quality this company provides is not worth a penny much less over 4000. Their customer service should be called "company service" because they have shown zero interest in resolving any of our issues let alone even hearing us out. They have a big attitude when you call. They have blown us off, blamed us, and have even called us liars. Save yourself the headache we are STILL dealing with and stay clear of colonial. read more

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My original review was extremely negative based on very bad experiences with the people who loaded and unloaded our things. In addition, the company demanded almost $1000 more than the agreed upon estimate before they would release our belongings. I have revised my review based on the dealings I have had with Colonial since the move and their efforts to resolve our dispute. Customer service has been much better than I gave Colonial credit for. Donna, their resolution specialist, has been extremely responsive and worked hard to settle our dispute. Also, they deserve credit for getting all of our belongings moved without losing or damaging anything. read more

ABSOLUTE NIGHTMARE Seriously, pay attention to the one star ratings. This has been the absolute worst moving experience that my parents(in their 80's) have ever had: Including transoceanic moves! Once the affable sales person gets you to sign a "binding" agreement to a lowball quote-then the trouble begins and the price begins to escalate. The 'packers' that were sent had no regard for properly protecting our household goods. Drawers were literally dumped into moving boxes. Mattresses were merely shrink wrapped. Packing tape was applied directly to fine wooden furniture. Appliances scratched and dented. Solid wood flooring gouged and scratched. I could go on, but you get the idea. By the time the actual delivery took place, 15 days after the promised delivery window, their slipshod packing job as well as an unknown number of transfers from trailer to trailer left many of our belongings damaged or missing. During this waiting period we went at least a week where Colonial would not or could not even tell us where our things were. Colonial Van Lines should be ashamed of how this entire move was handled. read more

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Worst experience I ever had with any company!!! They pressure you to set your moving date, want down payment immediately and guarantee that they will be there to do the job. I paid them the nearly $2000 deposit, set my date for moving and signed a contract. 3 days before they were suppose to arrive, they tell me there might be a delay, day of their scheduled pickup of my stuff they call and say they can't make it and will need at least 10 more days and then no guarantees they will arrive. Never gave us updates on anything and only when they screwed up did they tell us!!! Worst movers around!!!! find somebody else, anybody else!!! Pay extra to avoid these movers!!! read more

ABSOLUTELY STAY AWAY. I've used Colonial once in the past and had them wreck both of my bikes as well as destroy several pieces of furniture that were loosely wrapped in furniture pads. However, the reason I write this review is because of how they took advantage of my mother who is elderly and trying to move across the country. They quoted her what seemed like a fair estimate initially, but then every week they would call, the price estimate would go up by $1,000 or $2,000 dollars. Soon she was quoted $5,000 more than the initial estimate. On top of this, they were quick to charge her the $3500 deposit without providing details on when/how it could be refunded. Cut to now and the "scheduled" move date is 3-6 days away and a close family member has gotten ill with COVID. We tried calling Colonial to cancel the move and got a very rude response from Veronica telling us that we would receive no money back and it's only fair to "dispatch" because the move is 3 days away. What a completely rude and trashy response from your customer service. Now we have to deal with a move while a family member is ill all while wondering what this despicable company is going to do with our goods while in transit. PLEASE PLEASE use some other service for moving your goods. read more

Colonial van lines reached out and made things right. Donna is great at handling things that didn't turn out so good. Thank you. Great customer service once I voiced my concerns. read more

Special thanks to Donna at Colonial Van Lines. She has helped us to work through some issues with our move. Donna took the time to listen and communicate information that provided us with good service. Thank you for resolving and giving us great Five star customer service. read more

on July 29th, they finally came, some minor damage. They did give me the compensation for the delay, and the drivers who actually did the hard work are nice, I do appreciate the drivers and Donna's help. read more

To date. This company has not responded in writing to my request for damages to my property during a move. This company is a fraud as it does not abide by its own practices. Their agents fail to deliver service and never follow-up on actions. read more

I have reached an agreement with Colonial Van Lines and as part of that am changing the stars of this review. Donna, their resolutions manager, was professional, far more available than the rest of their staff, and I believe is the cornerstone of their business. I would encourage everyone who has had a bad experience with this company to reach out to her to seek a resolution. read more

GIVE ME MY MONEY BACK!!! Thieves and assholes!!! DON'T use them!!! Update from Oct. 22, 2022: Donna from resolutions contacted me very soon after the negative reviews that I posted online, claiming she didn't read any of them but she's trying to seek resolution with customers who didn't have a good experience (such bullshit!!!). I say that I'd rather keep the communication via email, but she insists I call her. So I do, and we talk for like almost 30 min. I think this lady thought she's gonna pay me like $500 and I'll take my review down or improve it. ARE YOU ON CRACK?! After the experience that we've had with those movers, there is only one resolution possible and told he that: GIVE ME MY MONEY BACK!!! The whole $12k, or go f yourself and I can continue writing bad reviews for you. We moved from Texas to Tennessee in July 2022. They picked up all of our things on June 25, and the first load arrived in a few days, which was nice, but we had to wait for the rest for almost a MONTH! Also, they don't have their own movers. They hire subcontractors who may or may not take care of your things. The reason why our things arrived in two loads was that the truck was too full, so they had to rent a U-HAUL truck and put our things away in storage. Some of our things were put outside of the truck (Tempur-Pedic mattress and one of the TVs), and clearly water got to those items because the TV arrived broken and there are stains in our mattress. We were told we don't have a choice in them delivering our things in two loads. When were were waiting for the second load, the company didn't communicate with us at all; we called almost every day and asked where our belongings are and they either didn't call back, or didn't know, or just didn't care to check. It was a nightmare; they were very unprofessional. Finally, they delivered the rest of our things on July 23, 2022 (!!!) and on the day of delivery they called us from corporate (a man named James) and told that we still owe them almost $3,000 and that they won't deliver our things if we don't pay ASAP. WTF?!! We didn't hear of any extra fees before the day of delivery!!! We had a big argument with them after which they supposedly reduced our fee by $920 to $2,200 which we had to pay. In total we paid them almost $12k after a quote of less than $10k. When our things finally arrived, it turned out that many of them were in terrible shape while they were stored in the storage unit: crashed and broken boxes, one of our original paintings got its canvas stretched, the couch has a huge mark from the tape on its back, multiple scratches on the table and table top, my vanity broken in half, one desk was totally unusable we had to buy a new one, a few missing items as well. I was shocked with how their subcontractors mishandled our things. And I'm still pissed at the corporate that they didn't take the responsibility for the situation and still charged us $2,200. Their customer service is a disaster too, and the resolution lady Donna is full of shit too. When I asked her for help with reaching a resolution in our situation (them charging us extra on the day of delivery), she told me that she doesn't deal with the financial side of things. What kind of resolution service is that?! We tried talking reason with them but in vain. I consulted a few lawyers but they were of course uninterested in such a small case in small amount of money. The corporate did send us the form to file all the damaged items, etc. but there is clause there that only they have the right to estimate the damages and if I signed it, it would have released them of any liability. I'm not going to do that! They ARE guilty because they've mistreated my family, our belongings; they treated us like shit when we were in a very vulnerable situation, left with no choice but to pay them extra $2,200 on the day of delivery. They're a disgrace, thieves, and a group of people who don't care about their costumers at all. If they continue to treat their costumers like trash, they won't survive much longer. Colonial f....g van lines, don't you DARE reply to this review. I've had enough of you and before I forget the details, I wanted to share my experience--working with your lazy ass idiots and thieves--with the world; and that's my right as a customer! You ARE truly colonial, just like your name indicates, by robbing people off; maybe you still live delusionally in the 18th century but you know things have changed. So, no. Don't have a nice day, ever! read more

Job#564850-CV-A We chose Colonial Van Lines because of their competitive pricing....much cheaper than other well known companies. They allowed us to change our moving date 3 times which we really appreciated. When it came time for our move, the movers were late by 2 days, but we were kept updated. In order to get us back on track, 2 crews were sent to pack and load, getting it all done in one day. We were back on our correct timeline. When our belongings arrived at our destination, 2000 miles away, the truck and crew were on time. Everything was unloaded and set up to our complete satisfaction. We would definitely recommend this company. read more

Colonial did a great job! From start to finish, Colonial stayed on top of all the subcontractors to ensure everything from household items to autos arrived on time and within budget. For those folks complaining about weights, and no proof. You have the authority to ask that your items be weighed upon delivery. Weight of truck before your stuff goes in your house, minus weight of truck after your stuff is delivered=weight of your move. Don't allow subcontracted moving companies to jack up your quote from Colonial, I didn't. read more

Do not use! I used them for my move from California to Florida. They were quick to respond initially to setup the move, but once I needed to contact them days before and after the move no answer. The packaging was incorrect on my inventory list and I was charged $900 when the movers arrived. The movers only used brown paper to wrap EVERYTHING! Blankets, bubble wrap nor padded materials were used on anything, not even TVs as stated on their website! Management was no help and did not return and phone calls or emails. read more

Run away from this company as fast as you possibly can.I wish I had. We have no idea (and neither does Colonial) where our stuff is, and there is currently no estimated date of delivery. The driver refused to provide us a Bill of Lading after multiple attempts to get a copy (they were also 4 hours late with no communication.) We had such a great experience in the beginning with the sales people. It's so disappointing that everything that was told to us was a lie. Don't trust these people. They will tell you that the circumstances were "unforeseen" and it's not their fault. There has been no accountability just a lot of blame passed around. This feels like a shady operation. I was warned by another company to not use this service. I should have listened. read more

Update: someone from the company contacted me for compensation but would only agree to compensate me IF I updated my review to 5 stars. Since I would not take down my original review and would not give five stars (due to the extremely unacceptable and ridiculous behavior and service I received from this company), the company DID NOT COMPENSATE and will no longer take my calls. This is an authentic review (my Job ID: 435047-CV-A), and if you sift through their reviews you can clearly see a pattern of Colonial Vanlines PAYING FOR POSITIVE REVIEWS. This is ILLEGAL! Do not use this company. You absolutely will regret it, they were terrible to me, lied at every step of the process, kept my items for over a month, and would not answer my phone calls. You will regret going with this company, and you will have to compromise your morals to receive the compensation you deserve. read more