I contracted with Colonial Van Lines for a move from Atlanta to Los Angeles in September of 2022. My move was a small load - no furniture, roughly 123 total items - mostly boxes and a few other small items. The sales guy quoted me $4,172.63. On loading, the driver of the truck said there were a few extra items vs. my quote. I signed a copy of his tally. this was approximately 23 more items than what was in my original quote. The pickup was ok. But, the company charged me (with no notice) that I would have to pay $499 extra for a "shuttle," which meant they brought a U-Haul truck instead of a semi, though my pickup location had a semi-friendly loading dock. They also did not bring the boxes that had been included in my estimate (wardrobe boxes). Since the pickup, I have repeatedly been told my delivery "might" happen in a few days. This has gone on for more than a week. I still do not have my property yet and it's been 14 days. Last, and most importantly, I was recently provided an "updated" invoice which is increased my price to $6,207.95 (a 49%) increase. The weight of my items increased (according to them) to 4,120 lbs from the original estimate of 3,034 lbs (a 36% increase). I spoke to a supervisor to try and understand how the price can increase by 50% when the weight only increased by 36%. I was told flatly that there would be no price adjustment, and that the movers would re-weigh the load when they arrive. I have no confidence that their measurements will be in any was verifiable. So, my property is being held hostage until I pay this significantly increased price and the only effort they will make to resolve the issue is to reweigh the load when they arrive, but not unless I pay first. In other words - they'll let me know what the correct fee is (and have already told me it will not go down). I will NEVER use Colonial again and I will make sure to share this story with anyone I know who is preparing for a move. read more

Colonial helped make my move from New York to Florida effortless. I barely lifted a finger and all my stuff arrived to Florida unbroken and safe. Thanks! Job Number: 575983-CV-A read more

Absolutely the WORST company in existence. Refuses to answer questions clearly, contracted my move out to some dubious third-party who has conveniently stayed out of contact, lied repeatedly regarding the location and handling of my belongings, and has now confirmed they won't make the promised delivery date. Have spent over $5k with this company so far. UPDATE 11/8/2017: I am now out almost $7,000.00 to this company and the carrier they chose. Their carrier showed up two days late, then waited until their truck was empty to tell me that they had only brought half my items. I'm now expected to wait yet ANOTHER week for the other half to arrive. UPDATE 4/18/2018: My household items eventually arrived at my home on 11/19/2017 - a full three weeks past the date they were initially promised. I was refunded a partial amount by Colonial, but still ended up paying almost $6k - much more than I was initially quoted for the move. Additionally, all of my grandmother's china was shattered by the carrier Colonial chose to use. They claim that carrier is no longer in their network, but that doesn't magically put back together china that managed to survive two world wars and two continents, but couldn't make it through one move across country with their 'guaranteed' movers. Because I was given a partial refund, Colonial has asked me to update this review to claim I was satisfied with my experience - which is in direct violation of the Consumer Review Fairness Act of 2016. While I'm happy to update the review with the conclusion of my experience, I would strongly caution everyone thinking about using this company to look elsewhere for their moving needs. read more

I'll preface this by saying I never ever write poor reviews. I've been in retail services for over 35 years and have a lot of empathy as a result. I am writing to hopefully help someone else from going through the nightmare my family and I did. I've done 14 relocations across the USA. I have used EVERY large company to move that's available. Colonial is by far the worst experience I've ever had. It's not close. Poor communication. They schedule and don't show. The dispatcher says one date. Driver does another. Where they are elite is getting you to sign a contract and collecting their fees. Outside of that it's a mess. Driver was drinking at our home. We ended up having to move many of our own items as they underestimated the load and split our load with another family. On BOTH ENDS. As a result we had to move our things and pay the fee. They didn't complete the delivery in one trip either. Total train wreck. Good luck getting a Regional manager to call you. They don't have one they say. Liars. Buyer beware!!!!!! read more

This review is based on the experience getting a quote only. I submitted video and got a quote back that seemed like an accurate summary of my items. After that it took 4 emails for the sales person to give me an estimate for packing services. At the end, I said I was going to choose a lower quote and they replied "I know this was going to be your response. Good luck." Just a rude way to close out a conversation. Like I owed him something. Made me glad I chose not to contract with them. read more

Well I previously posted how polite the guys were and what a good job they did. I don't know how to change that post so here it goes. A couple of the helpers took it upon themselves to steal jewelry from me. One of which was my moms single pearl necklace, my Diamond earrings, cross necklace, my mothers ring. Plus more! My mom has been gone for 13 years so this broke me for days. I filed police report and colonial says they can't do anything for me. Moms necklace is irreplaceable! But keep hiring Joe Blow off the street to help them. I have even given them one of the helpers name phone number. Nothing. Don't do it people!!! Unless you like crying read more

Overview: I had a terrible experience with Colonial Van Lines (CVL) and the agent they assigned to me. I then did more research on the company and uncovered a litany of red flags, which I will detail below. Basically, they appear to be a shady moving broker and not the reputable moving company they claim to be. They are very likely to let you down or rip you off or both. AVOID THIS COMPANY LIKE THE PLAGUE. My Story: I scheduled a cross-country move (PA to KS) with CVL a month in advance. Because of COVID-19, they said they could not do an in-person inventory of my stuff and would need me to estimate it (red flag #1). I was then charged a ridiculous ~$2100 down-payment, over half of the entire bill to reserve the truck (red flag #2). The move was to be paid for by the organization I was relocating to work at, so I tried to coordinate this with CVL; they gave me the runaround, stating that they were currently too busy to talk to my company but would do so "soon." As far as I can tell, they never contacted my organization at all (red flag #3). A few days before my scheduled pickup date (they had given me a two-day window), they called to tell me that the truck I had reserved was already full so they needed to find a new one (red flag #4). They did not know when or even if they would be able to do so. This was very stressful as my lease was ending and I needed my stuff out of there. They also wouldn't take responsibility for their error, telling me that the truck being full was "out of their control" and "not their fault" (red flag #5) - as if it wasn't their job and the purpose of my huge down-payment to prevent this from happening. After waiting for them to unsuccessfully find a replacement truck for nearly a week, I had to book a last-minute and therefore more expensive move with a different company so that I wouldn't be in breach of my lease. Luckily, I was able to complain enough to get CVL to refund my down-payment. However, when I reached out to my CVL agent to discuss my dissatisfaction and desire for some sort of compensation for the huge inconvenience they had put me through, he rudely responded "that's not my department" and then neglected to answer my follow-up emails about whose department it would be. My Research: After digging deeper into CVL's reviews on Yelp, Google Reviews, and the Better Business Bureau, it has become clear that this is a company that routinely lets down their customers and then tries to cover this fact up by paying those who complain to change their 1-star reviews to 5-star reviews. Just read some of these "5-star" reviews... and look at how many complaints CVL has had on the Better Business Bureau (https://www.bbb.org/us/fl/pompano-beach/profile/moving-companies/colonial-van-lines-inc-0633-90045426). Nearly 300 total and nearly 100 in the last 12 months! This is not normal for a reputable company. As far as I can tell, CVL is a very shady MOVING BROKER (i.e., a company that coordinates other companies/individuals to actually do the move) rather than the reputable MOVING COMPANY (i.e., a company that actually does the move) that they claim to be on their website. This means you are rolling the dice on who (if anyone) they will get to come move your stuff. You might get lucky and have a good experience, but you may get some totally random people without any knowledge, experience, or accreditation. You might even get no one, like I did. Then, when you complain (as nearly 300 people have) on review websites, they apparently reach out and pay you to change your review and sign a non-disclosure agreement so that they can continue to sucker people in and claim to be "rated as the nation's top long-distance mover." What a joke. read more

I hired Colonial Van Lines to move my belongings from New York to Florida, and it was an awful experience. The first bad sign was when someone called to tell me I would be charged an extra $1000 due to my belongings being over the weight limit. However, things went from bad to worse after that. The second bad sign was that my account manager showed very poor communication skills and a distinct lack of professionalism -- I spent two and a half weeks having to call her numerous times per day, and when I finally got ahold of her every day she would tell me that the truck with my belongings on it had "broken down," that the truck would be fixed "tonight," and that my belongings would be on their way and possibly be delivered "tomorrow." Two and a half weeks later the truck finally was fixed. Third, I was then given two days' notice that my belongings would be delivered, which was problematic as the elevator had already been booked a few days out, so I had to beg security to let the movers deliver my belongings at 5pm. Fourth, then I (finally!) received my belongings, three hours late, at 8pm. Fifth, my bed slats missing, and the driver promised to bring them down on the next trip to Florida, but then didn't return my texts asking about the slats for the next nine days (as of today). I'm still waiting for my bed slats, but I won't be surprised if they never show up. I will say that there were some acceptable parts of the move: I ended up working with a resolution manager who was very nice, good at communicating, and professional, and I did receive most of my belongings. But overall I would never recommend Colonial Van Lines. read more

Please please please do not book these scammers!! My husband booked them in April for our cross country move that is happening in July. They were definitely the cheapest quote out there, so we said yes because it saved us about $1000. Edwin was the man who quoted us, and it was well under what we knew we had, and we kept telling him that we had more items. He said they would give us the truck and if we went over the total square foot that they quoted, we wouldn't be charged. So we said okay, let's do it. He was extremely nice on the phone, so we felt confident. Well, after one negative review after the other started rolling in, we decided to cancel and get our $965 deposit back. When my husband canceled, the gentleman on the phone was rude, and couldn't believe we were canceling their service. He said that they are a "5 star" company, even though now, they are s 2 star company. After his rant, he didn't say anything else, and just transferred my husband to accounting. They said we will receive our refund in 2 weeks. My husband thought that was a long time to receive a refund, but we said thank you and hung up. Almost 4 weeks come around, and no refund. My husband called and transferred him to accounting, where they said we will receive an email with everything. Well, no email, and he called back and they said that they are processing May 6th & 7th cancellations and our date of May 15th will be processed in the next week or so...well that doesn't sound good that they have so many cancellations. 2 weeks come and now we can't get ahold of them. I read a review that they flag peoples phone numbers that are wanting something from them, which is what I believe is happening. I filed a complaint with the BBB, and hope we will see that money because we need it for our move in 9 days. Please don't go with them. I hope that their company closes since all it is is a big scam, and they tell you that their pricing is amazing only to screw people on their move day. I thought that maybe the couple of negative reviews that were made at the time wouldn't be us, and that we would get a good experience. Oh was I wrong. Pray we get our money back since they pretty much stole it from us. read more

IF YOU VALUE YOUR MONEY, RUN AWAY FROM THIS COMPANY The only reason I'm giving this company one star is because of the movers themselves. They took great care of our belongings, got them to our new location on time, and nothing was broken. That is where good things about this company end. I wish I listened to the other reviews. When we initially called Colonial the first lady we spoke with told us: 1) She would be our account manager and the only person we would be working with. LIE! We had multiple people calling us saying they were account manager and asking us the same questions over and over. 2) She told us that all the movers were Colonial and they don't outsource. LIE! I'm glad at this point since the movers were the best part of dealing with Colonial. 3) She did our initial estimate. Putting our belongings though their "computer program" to determine a weight and price. This system must not be calibrated correct because was their initial estimate wayyyyyyyy off. 4) She told us that it would be one truck that would pick up our belongings and delivery them. LIE! They sent a smaller truck to pick up the item, then repack them on a larger truck, and then repack the on a smaller truck for delivery. Not a huge deal just be honest. Before our move we were contact by ANOTHER account manager, for our pre-move estimate. Surprise, surprise our new estimated weight had now gone up dramatically. Now we had to pay an adjustment to our original deposit since the weight changed. The day of the move comes. The movers walk in and the first thing the guy says is "Man, this is way more than what they estimated you!" This is where more fun begins. 1) Even though we told the first lady account manager with how many steps it was from our front door to the loading dock, the movers tell us that it is consider a long move and slap on a $125 fee. 2) During our pre-estimate, we explain we had mirrors (Floor length) that we wanted moved. She stated no problem it would be $27 for a mirror box. Well, that is not true. That is for one box and our mirrors apparently need multiple boxes and slap us with another $300+ fee. 3) Colonial added more than $500 worth of fee/extras day of that were never told to us. Our $3,200 initial estimated move, by end of day, turned into a $5,000+ move because Colonial does not know how to properly estimate belongings and weights. It almost feels like they come in at a super low rate to get your business and by the time your final pre-move check-in happens where they double the price it is too late to switch to another company. We were called during and after the move by multiple people from Colonial asking how the move was going. We stated our concerns and disappointed with each one of them. All we got were, let me speak with our finance team and see if anything can be done. Never heard back......from any of them. In the end our belonging made it on time and in one piece but the deception from Colonial was too much. Save yourself money and a headache. Don't go with Colonial. ** Updated Review - I am raising my review to 5 stars due to Donna in resolutions. She was able to negotiate an acceptable compensation amount for our troubles. Donna is a shining star in this company and a pleasure to work with. read more

Update: Donna reached out to apologize for all the things that went wrong on our cross country move and I appreciate it. We now have closure and it shows that Colonial does try to make things right. read more

CVL has been an awful experience. I was promised by Lauren, when I initially booked that CVL does not broker loads. That is a straight up LIE. My load was brokered from Reno to Florida, not once but twice. First upon pick up, then when it was picked up from a storage unit in California. Pienel called me and gave me a pick up date, then the movers showed up a day early, packed half my stuff, dropped into a storage unit and came back the next day. Not only did my initial quote double, but my items were moved 4 times by delivery. Because I did not have a home, I had to have my items placed into a storage unit. Big items were in moving blankets, and I was told I would have to unwrap each item if I wanted to make sure nothing was broken. I did not have the time or manpower to wrap and unwrap everything. Then I was told they would unwrap everything, but they would need to take the moving blankets or I could buy them. I was a hostage at this point, paying double the original quote and another $600 for moving blankets. Then they charged me for extra steps to the inside storage unit. I had also requested a weight ticket upon arrival of items and drop off. Multiple phone calls to Brandon and Pienel, about a week later some tickets were emailed. THIS COMPANY IS A BAIT AND SWITCH. I am out $14K more than I was quoted. Do not use them as movers. read more

DON'T USE COLONIAL VAN LINES!!!! Just the worst! From a dishonest sales coordinator to a person who couldn't give us a pick up date (he quit the day after our call, but his voicemail still worked) to only 2 movers who showed up in an unmarked semi to a late delivery to hourly workers falling off the truck ramp and our items missing or broken - Colonial Van Lines is the most horrendous, neglectful, careless company ever. The two movers took two days to load the truck. We were told our things would be delivered on the 17th, then we received a call from the truck driver our stuff would arrive on the 15th. With the out-of-state move, we had to rush to get a hotel. The 15th comes... No movers, no call, no email. We sat in the empty house. We were told it would be no later than the 18th. We didn't get our things (bashed, broken or outright missing) in two separate trucks on the 21st! Then the inventory list doesn't match anything. A couple movers leave right after the job starts, leaving the foreman to call for hourly workers. They had never moved anything - ever. One guy had his shoelaces untied and he fell off the ramp. Another time he was dragged down the ramp on his knees. This is nothing to say of the damage they did to the new house or the worker whose kid locked herself in the bathroom and the girlfriend who took video inside our house. Colonial Van Lines took no responsibility and said, "whoops. That's unfortunate. You can file a claim for the broken things." They are a third party, broker mover with awful service, terrible communication, and the worst product. You are better off burning your things and starting from scratch or putting them in a dump truck across the country. read more

This is an update to my original review when I detailed a few scheduling issues I experienced with Colonial. We all know that moving is extremely stressful. Essentially your life is turned upside down and you hope and expect your move to be as stress free as possible. I've moved 9 times and I have yet to have a perfect move. We are all moved in now. Our boxes have been opened and our things put in their new place. None of our things were damaged and the movers were fantastic. Ultimately, this is the result we wanted. Unexpectedly, I was recently contacted by Donna Rose to review and discuss my issues. Donna listened and addressed my minor issues quickly. I give Colonial Van Lines a huge thumbs up for taking this bold step in ensuring customer satisfaction. I will move again and will use Colonial Van Lines with the confidence of knowing that they will make things right when the inevitable happens. read more

I'm updating my review because Colonial Van Lines called and offered me compensation for issues I encountered with my move from California to Ohio. The young lady I spoke with was professional and helpful. I still feel this company needs to improve on communication and clarity with customers. I hope this type of situation does not happen to anyone else. Meredith Epperson read more

Avoid this company like the plague. Would give 0 starts if I could. Long story short they cancelled on me the day of my move after every one of my possessions was stacked up on a NYC street corner. STAY AWAY read more

Donna provided excellent service and resolution of issues. She is a pleasure to work with.

I used Colonial Van Lines for a move from Florida to Connecticut. Initally the sales person did a great job with communication. The driver was great however I am still finding damage to furniture. I have moved a few times long distance and never had tables with pieces gouged out and some pieces actually smashed. To put a claim in they make it difficult so I did not bother. They also give you a moving window but don't tell you it means nothing on their side. I had to fly to Connecticut and wait 6 days until they actually delivered which means I had to pay for a hotel for 6 days even though my delivery window was 3 days. You will get $20 for every day later than the window but you have to call back to get this and it does not cover the hotel costs by any means. I never did get the money owed to me because you have to pay before they deliver. read more

This company is a complete scam. They booked my move only to have other movers insist (after they loaded all of my stuff) on a cash payment to take my items away. I packed everything myself they charged me a surplus packing fee, a distance fee etc and calculated the total volume as 2X what it actually was. Then their delivery was 3 weeks late and when the driver showed up, he demanded a CASH payment for me to get my things!! When I reported this to Colonial Moving Services they said they would address the issues (and the damage which included $800 Television and 2 lamps) and then blocked all email from my email address. read more

If you want a moving company from hell, this is it. I made an account for the sole purpose of warning you guys. 1. Delivery window is a joke: It has been 4 weeks since the promised deadline, and I have yet to see any of my stuff. I don't even mind the wait, it makes financial sense for a company to consolidate the shipments; but you'll keep getting told that you'll receive items/update in a few days, and for each of the past 4 days, I've been instructed to be available for delivery; so far, I've used up 1/4 of my vacations for the year, and I've got back pain from sleeping on the floor for 6 weeks (would've just bought a new damn mattress if I wasn't constantly expecting my stuff to come in a few days), so thanks for that. 2. Don't trust the estimate: they will try to hook you with low estimate only to hit you with all kind of charges later on, (despite how comprehensive the initial estimate will sound) 3. False advertising: All the delivery people are contracted, and I've yet to see any van or person with the colonial logo. If your boxes get trashed like FedEx shipping, it's because they hire the same people. There's no tracker, no standards. 4. "Insurance" is a joke: if they take everything you own and dump them on the side of the road, you are still liable for more than they will reimburse you 5. Ridiculous agreement form: basically written that they are not liable for anything that happens, and you can't sue them in your local small claim court, but you are liable for payment. If the form actually carries any weight, that is. So, thanks, colonial. You managed to separate me from all my possession, my $6.5k, and only things I got in return are depression and anxiety (that I managed to keep under control for years), crippling back pain, and loss of my future vacations. 1-800-273-8255 is the suicide hotline, keep it handy if you want to proceed. I'm sure all this is not unique to this particular company, but buyer beware. (On one hand, the people that you communicate with sound nice at least, too bad they have no control over the situation) read more

This is an update to my latest review from July 16, 2018. FINALLY our furniture has arrived and the UP side to all of this, is that the Resolution Manager, Teheria J. has diligently worked to "right" so many of the "wrongs" that happened in this "furniture fiasco". And I am HAPPY to report that our household goods have been delivered, although several items suffered extensive damage. But Teheria worked "tirelessly" to get the claim expedited for settlement. Which definitely alleviated the "blow" of the experience, as well as sent the message that they DO care about the hardship and negative impact on us as customers, resulting from the delay. We are extremely appreciative to TEHERIA and Colonial Van Lines for taking the time to address ALL of our concerns and reconcile the issues!! Thank you for the tenacity to achieve a positive outcome! read more

I have not received my deposit refund ($400+) from this company, and my emails and calls are blocked.

Yet another unhappy, ripped off customer here. ALL our belongings stolen. Where to start... For starters, they subcontracted out the move we paid them for to another company; Best Price Moving and Storage. This was NOT disclosed ahead of time, and we've found out is a violation of Federal DOT regulations governing moving companies. Google the FMCSA and you can get the online complaint forms. The price was high, weights were overestimated for what we did manage to list ahead of the move, AND we were never given an opportunity to see the truck weighed. Another DOT violation. The theft part is the worst. The truck left our old house in California 19 days ago. Per DOT rules on driving limits, it should have taken 5 days to get here to Tennessee. We have NO idea where our property is. Stories keep changing. We've been told everything from the movers were stopping to help other movers along the way, our property is sitting in Chicago while the movers visit family, and it's still SOMEWHERE back in California after almost 3 weeks. Nothing but "too bad, not our problem, the contract delivery date wasn't binding". Why the hell was it in writing then? Tens of thousands of dollars worth of household goods; appliances to family pictures and heirlooms, all gone. Then there's the matter of the way Colonial's hired goons handled all our stuff to begin with. IF we even get any of it back, I'm expecting a good portion of it to be damaged. NEVER, EVER use this company. Warn everyone you know to stay FAR FAR FAR away from them. We've reported them to the FMCSA, law enforcement at all levels, the state departments of consumer affairs in every state our property should have passed through, have filed a claim with our insurance company so that their corporate lawyers will go after them, and are looking at civil lawsuits for breach of contract and failure to act in good faith among other issues. read more

This review is only for Donna that helped us with our claim. It has been almost a year of back and forth to resolve this. Thank you Donna for your assisstance. read more

We recently moved from outside Chicago to Scottsdale, AZ. The entire process was fabulous from the sales team to the men on the truck. I was most impressed with the actual move & delivery. It was professionally handled on both ends. Well organized & very secure. I felt that it was well worth the price. I've moved cross country a couple times & I wish I used Colonial on those previous moves. I highly recommend Colonial Movers. read more

Showed up for pickup a full day late out of the window they gave us. Said they'd pay for our night's lodging and dinner, but didn't. Arrived a full two days late out of delivery window. Would not unlock van doors unless fully paid first. Found they broke numerous item in transit, including some that they packed and thus were fully liable for. Their delivery crew broke numerous other items, through haste and carelessness, practically vandalism. Finally made us an insulting compensation offer for less than one fifth of our claim. Lied, saying they had already paid for our night's lodging and meal. Donna, their negotiator, offered us about 75 percent of our claim if we would give the company a 5-star review. Only offered to pay our claim in full 5 and a half month after delivery. By then we were being charged double, our credit card company having paid the bill. This company is a fraudulent operation. read more

I have used a lot of moving companies over the years and they are often shady. Even these other moving companies would look at Colonial Van Lines and say "Man, those guys are complete frauds". I should start by saying that Colonial didn't actually do my move, they contracted this company called "Re Moving America LLC". Both of these companies must be in on the racket, and I'm assuming Colonial probably uses other companies as well to participate in their schemes. The first major issue is that they did the initial quote using their estimated number of pounds. It turns out when they actually "weighed" my move (if they actually weigh it, I wouldn't be surprised if they just pick a much bigger number out of thin air), it was about 1,000 pounds, or over 30%, heavier than their original estimate. That alone added about $900 to my original estimate. So either they are terrible at estimating weight or they are fraudulent at estimating weight, you can decide. Secondly, immediately when they got to my location for pickup AND delivery, they started trying to add charges that weren't in my contract. These included shrink wrap on my couch and other items that were priced at about $50 an item. When I told them that I didn't want or need those services, they told me that they would not move those items then. I then had to make different calls to the moving company and finally had to have someone from the company call the foreman to tell him to move the stuff and not add the extra charges. It was exhausting to try to fight all of the extra bogus charges they wanted to add and I had to let some of them through so that the move could actually get going. Then on delivery, the leader said that it would be $75 for a "long carry", even though the door to my new building was right next to their truck. I should have literally had them measure it to prove that it was a "long carry" but it was again too exhausting to fight. To top it all off, they also charged me almost $1,000 in "storage" fees because they tried to deliver my stuff on Sunday when I had told them that my building didn't allow weekend moves. I have submitted a BBB complaint to try to fight that charge. And, oh yeah, they broke my lamp during the move, so their work was shoddy as well. On the plus side, they surprisingly didn't demand my wallet at gunpoint when they left, but I'm sure that's in their business plan too if they don't get enough of your money in their usual fraudulent ways. Bottom line, when they give you their first estimate, at least double it and perhaps triple it. If that still seems like a reasonable price, then consider rolling the dice with Colonial for your move. read more

Horrible horrible... bad customer service. Hidden fees. Keep looking and find another company! This one isn't worth it!

They gave me a date to start within their 3-day window so I made my plans - vacation, hotels, etc. The the night before they called and said they would not make theh promised date, or the contract 3-day window. In reality they did not have anyone to do the move. They subcontracted to someone who then subcontracted to a team who didn't know how to pack. Arrived in town with no boxes, arrived at site 6 hours late, total time to pack less than 1100 sq feet was 12 hours ending at 3:00 a.m. Not a single box marked with contents or even room it was packed in. Clearly don't take their dates seriously as compensation for a missed pick up is $50, which wouldn't even cover a hotel room. Company web site inaccurate on executives; promised response to letter written was 10 days late. Don't do it. read more

MAY 29, 2018 UPDATE: Our final furniture was received on May 21, 2018. After my reviews and escalations, I was also put in contact with Al who has done all he can to mitigate the situation. We will be receiving $$ back from that we paid to the moving company who proved incapable of delivering timely and without damage. I can say that Colonial has stepped up to try to mitigate the issues arising from these contractor's failings, as well as the internal problems at Colonial. (original review below) This company has been terrible. They happily quoted me a move fee in November 2017 and provided me a pickup window. Colonial directly collected ~30% of the total move fee. Here's what they don't tell you: they do NOT have their own trucks, drivers, and movers. They subcontract with companies in your local region and they have ZERO ability to hold those contractors to any sort of accountability. Colonials preferred company failed to pickup within their window, causing me to go into a new month in the apartment we were to vacate. Extra rent had to be paid- had to reschedule cleaners and carpet cleaning, now to be done w/o my presence since I had to get on the road. Then, they said the pickup drivers were to be at my home within a few hours ... three days in a row. They failed to arrive two days in a row and came very late on the third day. (I had to put my husband on a plane to get to his new job in time since he now wouldn't have time to drive 2,300 miles and arrive as required.) I was told by Colonial (Dona) that despite the late pickup, our delivery window would not change. So, I began my (now solo) drive across the country with 2 cats, a dog, and a very full vehicle late on a Saturday night. 4 days after I had planned to begin the move. I arrived safely and began "roughing it" in our new home. Air mattress, two camp chairs, a folding table, etc. Sufficient for the anticipated couple of weeks w/o the bulk of my household items. The week of our delivery window arrived, Dona at Colonial called to say that "next week" would be when our items actually were delivered. I wasn't happy but I was relieved at least that we should have everything before Christmas and New Year's. However, I subsequently received more follow up calls and then even more calls, each advising of further delays. All the while Dona assured me our items were safely stored in the moving company's warehouse and not, in fact, stolen. Dona at one point requested I pay the remained of the (now discounted) move fee in anticipation of our items being delivered so "the movers don't give you any problems about it". I refused. Said we'd pay once our items actually arrived. They didn't arrive for another 3 WEEKS. In that time, Dona call me again and told me that our items were NOT in the moving company's warehouse. THEY NEVER LEFT UTAH. These movers loaded a truck, left my home, and them got some random storage unit and left my household items -- childhood piano, wedding dress, photo albums, other irreplaceable mementos, along with furniture, kitchen implements, etc. -- all just in some RANDOM STORAGE UNIT in Utah ... So -- the movers and Colonial had been lying for nearly 2 months. February 4, our stuff was delivered. Damages to several items occurred. Additionally, this company who delivered tried to deliver several items that were NOT ours and did not have all items that were ours ... but they *promised* they'd be back in two weeks with my couch and the rails to assemble my bed. They additionally required full payment, no discount. I wasn't going to argue since I wanted my things. Fast forward to today, we still don't have all our things. Colonial has offered to refund 30% of the total move cost but that doesn't begin to cover the extra expenses of living w/o day-to-day items in order to eat in our kitchen, and live normally. I put a post on Twitter and did hear from "upper management" at Colonial. I was promised a call back 1 week later with a resolution. Then they asked me to update/remove my tweets. I declined until I saw real results. The very next day, I received a call from Dona (or original rep) that I should just file a claim for our missing items since she just didn't know when their preferred move contractor could deliver them. That timing is highly coincidental - I declined to update twitter and then they stopped even trying to get me my things. The one week promise from "upper management" expired yesterday. No calls back. No solutions or resolutions offered. DO NOT USE THIS COMPANY. THEY HAVE BEEN DISHONEST AND DEMONSTRATED AN TOTAL INABILITY TO FULFILL THEIR COMMITMENTS. read more

Absolutely terrible moving service and horribly rude customer service. Packers were nice, but over 8 hours late (which made our move a full day later than it should've been - a full day over my lease) and didn't notify me that they were going to be late, I had to call to find out where they were. Took over a WEEK to move my belongings (mind you, I only moved 6 hours away) AND after telling me my things would be delivered the following day. I tend to be patient, I understand things happen, but they shouldn't have told me my things would've been delivered next day if it wasn't possible. Their customer service rep was not only rude and name-called me, but still wasn't even able to provide me with any explanation as to why the move is taking so long. 0 stars if I could. I will make sure everyone I know never uses this company. Very unfortunate. read more

We have had a fantastic experience with our move across country with Colonial Van Lines. They were professional, so hard working, and on time with every step. I highly recommend this company! read more

Donna the RESOLUTIONS MANAGER, was able to help after many issues occurred during my move. SHE was great.

Booked this company nearly six weeks before my scheduled move at the end of July. They were supposed to come 4 days before the lease ended on my apartment. Less than a week before they were scheduled to come they left me a voicemail saying that they were having issues with a truck and they would need to change my window. Unfortunately they wanted to make the new pickup date on Monday which didn't work for me. Was supposed to hear back from them than night they didn't call. I called them the next day and they said they wanted to go back to the original window but could I also keep open the day before the original window. Didn't hear anything Saturday or Sunday from them. On Monday I finally called and asked what day they were picking up and they said we still don't know. This went on for Monday and Tuesday. On Wednesday they called and told me it would be a 50/50 chance that they would be able to pick me up before my lease expired. They offered a refund on the deposit if I cancelled. I asked if they would pay the extra for me since it would be late notice to get new movers, and any penalty I would have to pay for a late move out, and they said no. Called the person who "sold" me the service and they they said sorry we will only give you your deposit back. So on Wednesday I had to scramble to find new movers that would pick me up before Saturday. It is now Friday night and I have had to make special arrangements with my landlord because the new movers cannot come until Saturday afternoon. I would not recommend this company to anyone. I think you should be very careful here. There is no protection for you as a customer if they fail to hold up their end of the agreement. Moving is stressful already and a situation like this makes it a thousand times worse. read more

Navigating this move has been a long process. Initial communication was solid. Securing a rate in April, '22 for a Sept '22 move was important, as I anticipated changes with inflation. Once Aug '22 and all actual move-related actions came into play, things went bad fast. My $1.07 per pound rate changed to $ 1.21 when I changed my inventory (took a day bed off and 5 boxes). Final weight was less than 80# than estimate. So added on ~$700 to final rate. No explanation updated inventory would affect final cost. Getting updates on pending delivery, was like pulling teeth, i chased down my account manager on numerous occasions; and from the 14th on kept Colonial up to date what was happening. I had to get an appt at delivery location and mentioned at time of Load that a small truck would only be able to used. I had to change my appointment from the 12th to 13th to 14th to 15th. When driver was to arrive on 15th I received call on 14th telling me he was out of hours; but Apt was now without booking for another week. I secured an adhoc appointment for the 17th. The driver said he was in a trailer (even though I said at onset could not be used) and needed a shuttle. Two of the driver's relative showed up in a UHaul Truck 2 hours late. Back rollup door open (in the rain) with two Bungee chords holding my mattress in and being used as a 'wall' for everything else, protruding out 1' out the back. After backing into the loading dock and unloading 2 pieces; they ordered Papa Johns, and sat for 45 mins eating pizza. Unloading boxes into the apartment; did not read the boxes where they go. Did not take any of the loading blankets and protection off the furniture. i did all of it. Did not re-assemble Office desk (that was disassembled at Origin). Took 5 hours to off load my equipment. Charged me $500 for "shuttle"; $200 for "extra steps". Did offer 30$ a day for delivering outside of window. Needless to say, but many boxes crushed; loss 5-6 keepsake items because boxes were not taken care of. Secured a "locked in rate" in April- Paid $1200 more at time of delivery using a family of unprofessional deliveries made money for Colonial, but crushed me. Nope- never again. read more

Lost and damaged my things. My entire wardrobe went missing and I wasn't given a dime. They outsource the job to randoms who are unresponsive and rude. read more

Do not waste your money! My girlfriend chose this company because of the amazing experience I had over the phone with the initial sales consultant Annie. She was so informative and nice taking her time to answer my questions. From there leading up to the move everything was great, she was assigned an account manager names Jason and he called daily to check in with her the week of the move. Then things got bad come time for the actual move. The day of the move the driver Gustavo, and one other "day laborer" came to break down our furniture and then move it into the truck. We have a small 2 bedroom condo with average amount of furniture and about 38 boxes. Well..they showed up with a more than 1/2 way full truck and when I saw the amount of space left in the truck for my things I was immediately concerned. The driver and day laborer assured us everything would fit. Well it took them 7 hours, and they actually could not fit my mattress and box spring so they strapped it to the back of their truck which really concerned me. Come delivery day the same driver arrives, and this time there are 2 day laborers to move everything out of the truck and re build our furniture. This time it took about 4 hours total. They moved everything quickly, but when it came time to put my furniture back together that is when things got even worse. The day laborers left and the driver was still there finishing putting my furniture back together. After a little while the driver comes to my girlfriend and says that he can not put my desk together and that me "the boyfriend" would have to do it. She told him we paid for this service, so I am going to need him to finish the task, and I even went and found the original manual. He had everything he needed at that point. After about 30 minutes he told her again that he could not do it and that "he is just a driver and not supposed to do this, and that he did not have time." He said that the company would send someone that day to finish it for me. We then called our account manager to confirm someone would be coming and he said he had to check with dispatch and that he would call me back and let me know. Well he never called me back, and this is when my account manager Jason stopped calling me, and myself and my girlfriend were constantly calling for updates. Colonial and Jason never called us from there, they would always say they would but would not. Two days later they finally send someone to build the desk, I stayed home from work for this. They said the desk was put together so badly by the driver that it took them even longer to fix his work. In addition they realized there were a ton of missing pieces, and they even mentioned remembering seeing them on the truck. Well they could not get it done in 2 hours and I had to leave for work so the job was again unfinished, now 2 days past delivery date. Finally the next day they came back and they said the job was "finished." Well since 60% of the parts were missing (somewhere in a Colonial truck) they desk is barely hanging on by a thread. By this point we were so fed up we decided to take it up with management and see if we could get some sort of refund. Jason our account manager asked for photos which we sent 3 business days ago, and we have yet to hear back from him. In addition to the desk issues, we realized the screws to the slats on our bed were lost (we did not notice before since they placed the mattress on top) and the slats were just thrown together. Also, a dresser with mirrors was cracked. The minor damages were to be expected, but the missing screws and pieces is just unacceptable. The customer service of this company is non existent once the job begins. Beware of them being amazing when they want your money, but once they have it they do not care about you at all. Never again. read more

Well what appear to be a wonderful experience soon became a nightmare. No one shown on my schedule dates to move. After calling was told I was in scheduling to be schedule. Which made no sense since I received numerous calls to confirm my items. Was waiting because I had a go to airport to get flight to new home. Had contractors doing work and deliveries that I was suppose to be there pay and arrange. Now had to call and reschedule and there may be big delays in getting things done. Have to be there or many items will be returned to vendors. This is a giant screw up. Like yo know if they plan I reimbursements for my cancellation fees and now have to drive down to insure my work is completed. Am a Veteran and seriously thinking of notifying TV station that this is how I'm being treated. Will see if they offer a suitable solution to this mess. read more

Thankfully the resolution department was able to get me reimbursed more than I expected for the loss and damage to my items.

Donna in Resolutions was a help to my Aunt in resolving her issues. She try and get her a satisfactory settlement. Thank you