23 Jun 2025 · MoveAdvisor
1.0 out of 51.0
Look for a company that values its customers, respects their belongings, and honors commitments. DN Van Lines, regrettably, is not it.
I had an exceptionally poor experience with DN Van Lines. I've used the company twice prior to this with great success and was expecting the same thing this time. When the opposite happened, I thought perhaps it was just a once-time incident and not reflective of the norm. However, the reaction management had when advised of the extent of the issues, regrettably, compelled me to reconsider and leave this review.
I spoke to Elizabeth to arrange the moving service. I expressed that I was a return customer and how important it was to me to have a positive experience I had twice previously. I even requested the same crew I worked with before, if available. I had a specific request - a couple brand new blankets for the velvet couch so the fabric was not soiled by blankets that may have previously been on the ground. Elizabeth noted these down, and indeed when the team arrived they showed me a handwritten sticky note - "return customer requested the same crew, "please use new blankets for the couch".
The blankets used for the couch were visibly very used with stains and holes. When the asked, the moves said it was “the best they could find”. The drawers of an MCM dresser I advised was one of a kind were taken out and stacked into one another without any protective wraping. Despite my request, this was not remedied and, on arrival, I immediately pointed out very visible scratches in the smooth finish from rubbing while stacked. A $1,500 floor lamp I said was valuable and asked to be wrapped in blankets was placed in the track without any wrapping. When asked, the movers assured nothing would happen to it. Once unloaded, I saw many small scratches on the dark base metal finish. That lamp was purchased new just a few months prior and arrived flawless. The couch was simply too heavy to handle for two men. The team kept trying to drag the couch across the floor instead of lifting it and I felt awful having to politely remind them to please pick it up over and over. Sadly, the decorative metal bars around its sides coated in shiny black enamel arrived scratched, as I feared, from being dragged. Lastly, another floor lamp arrived with a base that completely shattered, which the team neglected to mention until I noticed at the very end and inquired. In the end, of the 8 items that were moved, 4 arrived damaged or broken!
The following week, I kept receiving requests for review. I replied, advising I was very disappointed. Aren, the company's sales manager, immediately called me and I explained all of the above in detail. He was very understanding and receptive, and apologized profusely. I politely said that mistakes happen, but that I was looking for a refund of the moving fee ($900) as a sign that the company took full accountability for the fact that its team failed to deliver a good service to a 3-time return customer despite extensive discussions and notes to the team. Aren, stated he would relay everything to the company's owner, Oded. In the meantime, I would have to submit a written claim with photos. Once I submitted the claim, the company immediately changed its tune from understanding and apologetic, to attempting to gaslight me into believing that the items I claimed were damaged during the move had pre-existing damage, that some damage is expected in the process of moving, and that I submitted the written claim outside of the timeframe dictated by the company policy. They were willing to compensate for the damaged items at $.60 per pound of weight as required by law. That was $300 total. After two months of attempting to explain and Oded replying with long delays, I requested compensation be issued as offered and required by law. Suddenly, Oded replied that I have to release the company from any and all liability with regard to the claim to even receive the compensation dictated by regulation. Navigating this new argument took another month until I finally received compensation.
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