Job ID: 1067154-CV-R1 Update: Changing to 5 stars - I spoke with Donna, their resolutions person, and she was incredibly responsive, understanding, and prompt. She was also direct (in a good way!) and managed to resolve all of my issues. I used Colonial Van Lines to move from Minnesota to New York. Discussed with the agent moving timelines and inventory and had set a pickup window of November 26th-28th. I got a phone call on Wednesday November 24th from someone filling in for the agent I'd had letting me know there was some issues and that they would have to change the pickup date to either November 29th or 30th. I had been trying to finalize my plans to get to New York and coordinate it, and I agreed to switch it to the 29th. This was the first issue. Because when I called or spoke with Colonial again (I believe this time it was back to originally assigned agent, although I ended up dealing with 3-4 different agents all throughout the process, which was concerning and part of the problem) they said they saw it was scheduled for the 30th, and had no record that the 29th was mentioned. I had already taken time off from work to deal with this, and so I was less than pleased, but there was little I could do. On the 30th, I kept waiting for the movers. I called Colonial and they said that the window had been pushed from what we had originally discussed and would now be later. When I called back later, the agent said he would check with dispatch and let me know if there was any update. I had already had flights and other plans scheduled at this point, and so I was getting anxious. The agent called back and said that the truck was broken down/stuck in Wisconsin for repairs and that they would try to guarantee something for the next day. I panicked and got upset because they were just dropping this well into the second delivery window period they had mentioned, and because I had already spent quite a bit of money between plane tickets plus the deposit (plus updates to the deposit after double-checking inventory) and so the agent said that their manager had said they'd reimburse the cost involved with me having to adjust my travel plans (and I want to emphasize that they offered that unprompted). They waited until I had called for an update to let me know this. So I adjusted my travel plans (which involved a not-insignificant cost in fees and new plane tickets). The movers showed up the next day, and looked at my items, and added an additional $900 or so to the total quote because it looked like I had a lot of stuff and that it would be heavy, with the caveat that they wouldn't know the final cost until after they got things back to their facility and weighed them (in the end there was no change to the final amount). They proceeded to take items and start loading the truck, and left, and I got a call from the agent later that night confirming that they'd picked things up and confirming the delivery window, and confirming the reimbursement of travel plan changes. The items were delivered by movers a week later. In between that time I had two calls, one with someone in the Colonial finance department and one with a woman who worked for the company they contracted with to do the moving. Both times I mentioned the reimbursement and both times I was told it would need to be discussed with a manager and they would escalate it. The finance person told me that no reimbursement or adjustments would happen until after delivery of my items and after payment. The finance person also said that I was wrong about having incurred additional costs because he reviewed the information and there was $40 less I was charged due to less packing materials used (and completely ignoring that I was discussing the amount of work I had to miss and the costs in changing travel plans) All of the agents I spoke with said they were making notes and would escalate things to the manager. I emailed the agent I originally spoke with about a week after the delivery, who had guaranteed that he was making notes and that things would be escalated to the manager and who had originally told me the manager authorized reimbursement. He said he put in a customer service request to have them speak with me, and that all he saw in the notes was that I had wanted to speak to a manager about late pickup and expenses I had incurred due to lateness I told him I was concerned that that was all that was mentioned in the notes, ,considering the number of people I had spoken with, the guarantees that things were being documented, and that they had offered to reimburse in the first place. I followed up again a week and a half later and was told that the agent had escalated things to customer service and they were responsible for their own correspondence. Late, costly, and incredibly uncommunicative. I am also not asking for much with reimbursement and which THEY offered in the first place, and which is why I didn't just drop it in the first plac read more

You might as well burn everything rather than hire Colonial Van Lines, because you will end up with a pile of damaged items, and they will not take responsibility. If you have no other choice but to hire them, file a Dispute with your Credit Card, as that will be the only way to get any refund on their despicable service. Over $60K in damages as a result of how THEY loaded the truck and stored our items. This is what their Website reads 'professional movers trained by Colonial Van Lines would come to our location, load everything in a professional manner, treat my move with the respect and attention it deserves, because 'our movers know how to pack a truck', and then UNLOAD in any manner in which we requested, and boxes would be placed in any location that we requested, and items dissasembled at pick up would be reassembled at delivery" "we teach and test our moving team to "pack it, stack it, but never crack it" "Before any driver, mover, or packer trains in the field, they must get past the moving instructors at CVLU first". "We teach a strategic approach to loading and unloading your home contents. At CVLU, packers and loaders are taught to look beyond just securing load and consider how the truck will be unloaded on arrival, and, in what order". None of this is true. This was a business move. Before hiring them, during 3 weeks we spoke at length with Moving Coordinator and his Supervisor, everyone understood what was being moved. We hired two containers costing us over $25K. We were concerned about having two moving trucks showing up at the same time, but Moving Coordinator confirmed that truck#1 would pick up "one day", truck #2 would pick up "the next day", and on delivery, truck #1 would deliver on "one day", truck #2 would deliver the "next day". Truck #1 picked up June 8 Truck #2 picked up June 9 and never showed up on June 11, or June 12, or 13, 14, 15, not even the last day of the 'estimated window", June 18 I began calling Colonial Van Lines on June 12 asking the whereabouts of the second truck. They did not know. I called and emailed over 50 times in 5 days, each time they make you feel as if you are bothering them, making things up, or like you misunderstood something, or you did something wrong... so I stopped calling. Truck #2 eventually showed up 4 weeks later. Each day our business was closed, we lost $2K daily in revenues. What happened? Colonial subcontracted my move to Posh Moving, who after loading, drove 3 hours and put all our items in a rat infested warehouse for 4 weeks without my knowledge or consent. All our tools, equipment and merchandise were in a warehouse with temperatures up to 140 degrees, Colonial knew that our merchandise was packed in styrofoam boxes and containers, yet they decided to put all this in a warehouse... and with that excessive heat, the boxes warped, some even disintegrated. when their professional movers 'reloaded' these from the Warehouse to a moving truck, no care or thought was put into that process, because the boxes were thrown into the truck Colonial Van Lines website reads that items disassembled at pick up would be assembled at delivery. Not one fixture or bookcase that was taken apart at pick up was assembled upon delivery. Instead, the movers wanted to charge me extra to put the shelves and fixtures back together. Things that were not disassembled at pick up, were taken apart at the warehouse, and upon delivery, the pieces/parts were nowhere to be found. We ended up with many fixtures/furniture that we cannot reassemble due to missing parts. No 'professional mover' showed up... Truck #1, was a Driver with her brother and three laborers they picked up at Home Depot Truck #2 , The service was NOT performed by Colonial Van Lines using Colonial Van Lines fleet/equipment. It was PICKED UP by two un-vetted pot heads hired by POSH, that were smoking marijuana in my bathroom all day, and loading our boxes into a Ryder Rental truck. Although we informed them NOT to tape or wrap the Styrofoam boxes, they did so anyway. Neither the PICK UP or DELIVERY followed Colonial Van Lines Service Standards as defined on their website. As I ponder on this move, I realize that the issue is that the website is all lies, wishful thinking, and that the Moving Coordinator's task is to get a reservation... get that deposit... sell you on the service.... and then, Colonial does not care at all what happens after the deposit is taken. These are not 'trained movers', these are unvetted laborers, I hired Colonial professionals, and got who knows what... one time workers that have no relationship to Colonial, don't care what happens to the furniture/fixtures/items, they toss, dump, throw boxes, all marked FRAGILE, with no care whatsoever, because they answer to nobody in Colonial. None of these 'movers' were trained by Colonial Van Lines University, and the people that showed up had no clue how to pack a truck, Monkeys could of done a better job! 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

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

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

*Editing review after speaking with customer service. They apologized and offered a little $ back to update the review below. tl;dr: Colonial's customer service will degrade terribly once they have your stuff. Communication with customer and within the company is terrible. One of their customer reps tried to straight up con me into paying for 500lbs extra weight that didn't exist and tried to get me to show up at a roadside weigh station for a weigh-in that never happened. After the pick up Colonials service TANKED. They stopped answering calls and replying to messages. I had to update my delivery details and when I called my rep he didn't answer or callback. I called back 3 times and after being hung up on someone finally made it obvious that no one had updated the delivery info. On move in day they only sent 1 person who was unable to get some of the furniture upstairs on his own (I offered to help but he refused). He told me Colonial hadn't notified him of the delivery details I'd provided them weeks ago until 1-2 days before and he wasn't able to find other movers in the area. He was great but the move took almost 4hrs for less than a studio apartments worth of stuff. On pickup they'd disassembled some items and assured me they would put everything back together on delivery but that never happened. Before delivery a rep told me I'd need to pay another $300 for a shuttle since the truck couldn't make it up my street despite the fact that my original rep had viewed the location on google maps and confirmed the truck would fit. They had also insisted I pay for a shuttle for my pick up even though I lived on a wide road that regularly had moving vans parked outside of the neighboring apartment complexes and I had to insist it wasn't necessary (they called a few days later still adding the shuttle cost and I had to tell them AGAIN that I didn't need it). The rep laughed and told me salesmen aren't drivers and don't know what they're talking about but I'd still have to pay. Another huge issue - someone working for this company 100% tried to scam me. A few days after pick up I got a voicemail from someone by the name of Franklyn saying the weight of my move was way over weight and I'd likely need to pay extra. When I talked to a different rep he had no idea what I was referring to and confirmed that the BINDING QUOTE that I'd paid for would prevent that so long as I didn't add anything new to my inventory list (I didn't, and actually had LESS than the original estimate accounted for). Well, he forwarded my call to Franklyn who, along with being rude, cutting me off, and mansplaining the basic logistics of moving (despite me telling him this is my 3rd big move and know how it works), told me my delivery weighed 500lbs more than the estimate included. When I asked about the binding estimate he told me that only worked for deliveries under weight. I laughed and said "so I paid for this and it just means you get to keep my money if you over-estimate but I still have to pay extra if you under-estimate?" He told me that was correct. He said I could meet the movers at the weigh station to see them weigh the delivery myself, I said I'd go because I felt I had to since there was no way this was accurate and he said he'd send info on when/ where but he never did. Later that night a different rep called to confirm my delivery date and when I called them out on all the extra charges this rep told me I wasn't being billed for anything over weight, that I had a binding estimate and COULDN'T be charged more and that there was no other weigh in taking place as Franklyn had told me. I told him to get Colonial to confirm this before I paid for/ signed anything else. He called me back hours later asking if Colonial had called me - he'd spoken to them and asked them to call and confirm no extra weight charges - they never did. He had to text different reps while on the phone with me until he got ahold of someone (who was in the middle of dinner) who finally confirmed there'd be no extra charges for the weight but I might have to pay extra for a shuttle. Either it was a scam or Franklyn was very misinformed, either way the worst move experience I've ever had. read more

Job# 55354503 My moving experience was so bad, I created a yelp account just to warn others. We had issues each step of the way, and once you sign the contract with Colonial good luck getting your representative to return your calls, and don't expect anyone else to try to help you either. We were given a 2 day moving window and told we would find out at least 5 days before our move day, the actual date. We found out the night before at almost closing time, after multiple calls a day for 5 days straight. We booked our move with a binding agreement on weight (based on a visual estimate). Everyone I spoke to except the manager in the booking department told me it was impossible to have a binding estimate based on weight. I'm not sure if other representatives didn't have access to view my contract, or if they just didn't read it. But it's hard to have any confidence in the customer service area, when they can't answer basic questions about your contract. One reason we booked with Colonial was for their insurance. After we booked our move and signed everything, and passed the 5 day window to cancel, we were informed Colonial's company they used for insurance would not cover our move (even though we had been told they would.) Colonial outsourced our move to another company and that company they booked was going to store our belongings in a building without liability coverage. To late to cancel we had to find third party moving insurance on our own. We were told we would be packed and moved in one day (this was to pack everything, but we packed 80% of our things). The day of the move we expected the moving company between 8 and noon. To our surprise a different company showed up on our door step. We had been given a company's name and amount ahead of time for the cashiers check, but apparently they changed the company the day before the move and just didn't inform us. The movers also showed up around 5:30 instead of between 8 and noon. All day as we were awaiting the movers, no one at Colonial could tell me anything except "your representative is on the other line, and she will call you back when she has a chance!" We didn't pack our dishes because we didn't have the special double corrugated dish pack boxes. But to our surprise, the movers didn't bring any dish pack boxes. They just packed the dishes in regular boxes - our belongings are still in storage, but I am nervous to see how our dishes survived. The movers said they would be back the next day by noon, but showed up at 2PM. They said they would be done by 7PM, but finished at 1AM the next morning. The delays by the movers caused us to have to change hotels for our commute to our new location, cancel appointments to see houses, and really cramped the amount of time we had to clean before moving. On top of everything the movers did not use rugs to protect our hardwood floors, dinged and scratched door frames and walls, left packing tape stuck to floors, as well as all the leaves they tracked throughout the entire house. After our horrendous moving experience Colonial Van Lines has been less than willing to work with us. They are still hard to contact, the person we are trying to work with usually has a full voicemail so we can't even leave a message, and doesn't return calls in a timely manner. We have been trying to work towards a resolution with Colonial, but 2 months later, they are offering us $100 and each time we try to address specific issues we had, we are told they will look into it and get back to us. It's already been 2 months, not sure how long it takes to review calls, and contact they company they outsourced to??? Save yourself the headache and additional stress. They don't care what they promised in their contract, and their customer service is amazingly worse than you can imagine. read more

UPDATE 4/24: I am amending my review as Donna from the resolutions department has reached out and worked to resolve my case to my satisfaction. Thank you, Donna! I hired Colonial for my move from Austin, TX to Atlanta, GA for a 1-Bedroom Home at the beginning of April 2023. Quote: I received my total move estimate from sales person Anthony on 3/23 totaling my estimate $3,494.32, I signed the paperwork, paid my deposit of $1,687.18, and agreed to a 2-day pick up window and 10-day delivery window. It seemed straight-forward. Quote: I was advised that Colonial charges for the weight of items and mileage of transportation, as well as the amount of steps that the moving team takes from your home to their moving truck-I have moved many times before and never came across this, but fine. FYI Colonial subcontracts their moving teams with other companies, where they load your items into a truck, unload your items to their warehouse, and re-pack your items into a new truck to your destination-that is why they provide a 10-day delivery date for the arrival to your new home. Days Leading up to the Move: I received a call from Ashley, the moving contact for my account go forward, who prepped me for my move, went over the details, and confirmed my pick-up window. Pick Up on 4/1: The subcontracted moving team of 2 arrived within the pick up window, were very kind, wrapped my items well, and did their due diligence - they were the only positive of this moving experience. In reviewing their ledger before signing off on the pick up (before they are able to move anything) they had updated charges- adding items to the itemized list, moving materials, and long carry (145 feet from home to truck). I was fine with this, as I had expected these charges. What I was not fine with, is their updated quote/ledger charged a $1.48/lb charge for my items vs. a $1.15/lb charge that I was quoted. With estimated weight of the truck being 3,208 lbs/cuft., this significantly increased my quote. According to their new ledger, my estimated charge upon delivery was now $4,474.40 instead of $3,613.22 -which both delivery charges were already higher than my total estimate of $3,494.32. Time In Between Delivery: I could not receive a clear answer regarding expected delivery date in Atlanta - I moved with a suitcase and was eager to have my things again. Apparently there is a breakdown in communication and files are not promptly updated-I did not learn about my delivery date until 24 hours before delivery, when the subcontracted team (the same team from pick up) texted me letting me know. I had called many times leading up to this to try to receive an answer from Colonial who had no idea when my delivery would be and could not pin point a date for me. Ridiculous. Delivery on 4/8: The same team arrived to my new home but had different paperwork in the account from Colonial which did not match their delivery quote - before we could move anything, they were calling Colonial to try to rectify my owed amount. NO ONE FROM COLONIAL WAS WORKING TO HELP THE MOVING TEAM SOLVE THIS! Because they could not get in touch with anyone from Colonial, they advised that they had to charge me $4,603.22 (delivery quote of $4,474.40 + a long distance carry charge of $128.82) in order to offload my items from the truck, and to resolve the misquote that I received with my account manager and resolutions team. The moving team acknowledged that Colonial completely messed up my quote. My initial total move estimate was $3,494.32, I paid a total of $6,290.40 (1.8x my estimate), and I should have paid a total of $5,239.16 (1.5x my estimate). I have been awaiting a call back from James since my delivery on 4/8 (9 working days now) after leaving many voicemails. I just want some communication to understand my review of the rerate-I have receipts. read more

UPDATE to review: I received a phone call from Donna Rose re: my review. She told me she wanted to help reach a satisfactory resolution regarding my move and asked me to give a detailed accounting of both of the situations outlined below. She was professional and empathetic and appeared to be taking detailed notes as I spoke. While I cannot know the outcome of the mover who harassed me, she did stress several times that this behavior was unacceptable to Colonial which I appreciated. Regarding the tripling of my packing costs, she said she would be conferring with her manager and would call me back. I received a call three hours later wherein Donna stated she had spoken to her manager regarding all aspects of my move and she had been authorized to refund me $700, which is basically the additional amount I was charged for packing. I very much appreciate Donna's effort on my behalf and the speed of the resolution to my concerns. I gave them a 3 on Moving.com but am downgrading them due to follow-up contact from them that was less than optimal. 1. I had three conversations with CVL reps regarding what was to be moved. Movers arrived to pick up my items after I was on the road and told my designated sub that the cost of packing was now tripled. Why? I don't know. I was not physically there and could not do a walk through re: their claims. When I asked on the phone the only thing they could point out (and the only item ever mentioned in subsequent phone calls with CVL) was a TV STAND that is approximately 44" high and with a 44" base and two shelves that are 33" and 22", respectively. I was also told by a CVL rep that someone named Roxie had made an adjustment to my account. She then put me on hold and came back to say she couldn't refund me because I agreed to the extra packing. When I AGAIN asked for an explanation of what caused my packing fees to triple, she mentioned the TV stand and nothing else. 2. MeToo experience with the movers. While I know the were a subcontractor, they were acting as reps for CVL at the time. I am a newly single woman who has moved to an entirely new area of the country for work. During the move-in, one of the movers would wait until the other one was gone and then start telling me how beautiful I was. He asked for my phone number so he could "fix my bed". He asked to use the bathroom while the other mover and crew chief were heading downstairs at the end of the move, then came over to put his arm around me, pat my shoulder and ask me for a tip. I did report this to the CVL case manager (who, in her own, was one of the few bright spots I had with CVL in that she listened, made extensive notes and passed the info up the chain). 3. No box count with the crew chief. When I asked about items he would say that everything was there. By the time the move-in was complete I just wanted the harasser to leave because I was feeling distressed and frightened so I signed the form. 4. The most recent call from CVL. A rep called me after I posted my review on Moving.com which includes all the above info (this is the same rep who said their was an adjustment on my account and then never explained it). Her first question out of the gate was if I could change my review to 5 stars. Really? I have listed sexual harassment as an issue and you want me to raise my review stars for you? How incredibly...tone-deaf at the least. While other people may have had better luck and experiences with CVL, I thought this experience should be posted as well so people can have multiple pieces of information to consider when making a decision about what moving company to choose. read more

DO NOT HIRE COLONIAL VANLhired colonial van lines for our move from California to Texas back in November 2020. We paid our deposit, solidified a 48 hour window of time for pickup in January 2021. They advised that 24-48 hours prior to the pickup window, they would call and tell us exactly what day of the window they would be coming. Less than 24 hours prior to contracted pickup window, we still had not heard from them, so I called to inquire as to if they were coming the next day or the day after, as per our contract. The case manager, Jared, advised me that they could not locate a driver and they could no longer adhere to the contracted pickup dates. He asked if there was flexibility in pickup days to which I stated "no" since we sold our house and have to be out so the new owners can move in. I advised him that this was unprofessional, unacceptable, and their ability to not find a driver was not my problem since scheduling people's moves is the exact premise of their business. He put me through to a supervisor, Kenya, who was incredibly rude and offered zero solutions to this problem other than saying they could refund my deposit money or hopefully, maybe, possibly find another driver in 10 or so days! How this company remains in business by screwing families over at the last minute is beyond me. Calling around for backup moving companies this late in the game is going to cost $1000's more, not to mention the stress this has caused on my family. I have a newborn, a toddler, and a 100% disabled veteran husband and the stress this has amounted to is ridiculous. What is the point of signing a contract, paying this company a deposit to secure our moving dates, only to have them say the day before that they can't perform their end of the contract and leave us scrambling? No apologies were provided, nor were any reasonable solutions offered. Essentially I received a "whoops" we can just refund you or we can pick up your stuff weeks from now, but even that they couldn't confirm. This company had months to figure out the dispatch schedule for our job , on the contracted dates, and I find this completely unacceptable and unprofessional and in breach of a contract. Sharon, a customer service manager, emailed me and stated that "sometimes things don't work out" in regards to them bailing on their contractual pickup dates and that she would offer me $150 as well as our deposit back. Again, $150 doesn't begin to cover the extra hoops and monetary inconveniences we had to endure in order to stick to our moving timeline with less than 24 hour notice. She also insinuated that since we had "no flexibility" in our pickup dates that this was now our problem. When you close escrow on a home and have to move out, in order for new owners to move in, there is understandably no flexibility. I'm not sure that Colonial Van lines grasps the concept of moving a family home, since they can just back out of their contractual duties whenever they see fit. Accepting money for a move and then not providing the service is the exact definition of consumer fraud since we paid a deposit to secure our move out date , as well as signing a contract, to ensure a smooth transition to our new home in a different state. I would never recommend this company to anyone who is looking to move. Their customer service is less than acceptable and they will leave you high and dry. **Update- I am increasing this review to 5 stars due to Donna in the resolutions department who was the only person at this company who truly provided excellent customer service , and was able to provide reasonable compensation for our troubles. read more

Hi, This is an update for my previous response. After I submitted the claims form, someone by name Donna Rose from Colonial van lines had called to understand the claim. When I explained the troubled that I had gone through with the move she listened to me patiently and promised that she will talk to her manager and get back with a resolution. She had also mentioned that the management has changed and are working to resolve customer issues. After few days she called me and informed that they are waiving the balance I owed plus they will be issuing a check as a refund for the missing and damaged items. I'm glad that Donna had acted quick and professional to resolve the issue I had been having for sometime now. --------------------------------------------------------------------------------- This company is all about getting your money. The sales person, after I had the initial quote, kept emailing me every day to remind. Finally, because of the price I chose to sign up with them. She spoke well and told me that she is doing all that is possible to keep my rates low. I didn't have an address for me to receive the items at first. She mentioned that as soon as I find a place, all I have to do is give a call and they will get my stuff. She also went to the extent of saying that if the weight was more than the estimate, they will still honor the agreed price. I should have caught the flaw right there but I missed it. And, I signed the contract. Closer to the move, the account manager calls. She mentioned that once I have a place to move I have to inform her and she will coordinate with the truck and get my stuff. That's when she mentioned that they will have a window within which they will deliver. I said but if I needed it on a specific date, why would I pay for additional days it sat on the storage. She mentioned that I'll only pay for the date I had requested rather than their actual delivery date (I hope they will at least keep this up). The movers came. They were ok. I only wish they hadn't used my plastic wrapper and tapes. The mover told me that they will weight after the pick up and colonial will give me the actual price based on the weight. Ok, I'll at least know the actual price once they weigh. I found my apartment for 9/10 and informed the account manager on 8/27. She had asked me to give two weeks notice so she can work out the time with the truck driver. Today is 9/16(three weeks since I informed), she has no idea where my stuff is and what my final price will be and when my stuff will really make it. They keep telling me that my window to get my stuff starts on 9/10 and ends on 9/22. I don't know why they needed two weeks notice before the start window of that "window" and wonder why the account manager to this minute couldn't get hold of the driver to find where my stuff is and when it will reach me. Someone from colonial called after I took their online survey and told me that their account manager is one of the best and actively working with the driver. The account manager never returns my call or emails. Either the sales team and the delivery team doesn't talk to each other on how they operate or else? Either ways, this is the most horrible moving experience I have ever had. I just hope I get my stuff soon. I'm going to keep calling them up this week. I'll update the review after that. So choose Colonial Van lines if you want to add more to the already stressful move. read more

NEVER USE COLONIAL VAN LINES!!!! NEVERRRRR!!!!!!!! Read to bottom. I used Colonial Van Lines to move my stuff from a storage unit in New York down to Florida into another storage unit. They didn't have to do any physical packing or I packing. They gave me an expected day and timeframe for the pickup and ended up never showing up. So I took off of work for the day to be there to get them in the storage unit and they didn't show up and my account manager, Jared, was out of the office that day and unable to be reached. Then that following day they said they would show up between 10-2pm, never called to say it would be later. They ended up showing up around 7:45pm. That was just the pick up....I knew we were in for a disaster. Then they lied about the estimate cost and tripled it right away. I never heard back from my original point of contact, Drexel, who said he would be my point of contact the entire time. Complete lie. Then for delivery, they were supposed to show up on a Friday between 10-3...shockingly a no show/no call. So I called my account manager who told me it would be delivered on Sunday between 10-3. Never showed up/never called. The guy physically driving the moving truck, who was a 3rd party company and isn't affiliated with Colonial Van Lines, Calls me on Monday morning and says he never received the address for the delivery, the storage unit number or access code, which I had provided that previous Friday for the original delivery. So I gave him the info directly and he tells me he will be arriving around 4pm for the delivery. It gets better. Jared, my colonial van lines account manager, calls me that same day and tells me my stuff has been delivered the previous day. Then I obviously had to correct him and tell him it was getting delivered that afternoon at 4. They ended up showing up around 7:30. I had my infant with me waiting for almost 2 hours at the storage unit with no call or answer as to where they were. They destroyed a lot of our belongings, my son's crib which is a brand new Pottery Barn crib, is destroyed. They took it apart and cracked all of the wood. When discussing options with the resolutions department, they were offering me $60 for a crib and kept saying I should've expected them to dissemble the crib during the move even though I was told 4 times during the 4 times I went over the inventory list, that they would not be dissembling anything. They actually tried to keep the crib and not give it to us because it was that destroyed. I am beyond upset, frustrated, and shocked by the unprofessional and completely lack of pride this company has. I will never ever use them again and I will make sure people know not to use this company because I don't want anyone going through what we went through. ***Had to update my review to 5 stars in order for the resolutions department to agree to "resolve" my issues and give me money back. Worked with Donna in resolutions. I received a call after I posted the review. Would not give me money owed/negotiated until I agreed to giving them 5 stars on review. So here it is. The moving experience was still a complete nightmare and it makes sense why they hired Donna in resolutions because it's a NEED in their company when the job isn't done well. Just happy this nightmare will be over soon. read more