22 Jan 2022 · MoveAdvisor
1.0 out of 51.0
DO NOT trust Smart Van Lines with your move and belongings, or storage, or anything really. Here is our story… We went through a moving broker (also not recommended) who then contracted Smart Van Lines to handle our move. They offered us a quote that would be broken into 3 payments; deposit, pickup, and drop off. This included movers to breakdown furniture and load all furniture and boxes into their truck as well as unload all boxes and put furniture back together upon delivery. Sounds like a great idea, right? Wrong. The movers who showed up for pickup gave us loose time frames for pickup and didn’t show up to our home until 9PM! There were several men that seemed as if they have just been released from prison and experimented with all drugs prior to arriving. On top of that, they increased our pickup cost by several hundred dollars without notice and threatened us with losing our deposit if we didn’t pay the extra fees. They then told us to expect our stuff to be delivered in 10-14 days, but no longer than 30 days, as this was their policy. They reassured us they never go past 30 days and that was worst case scenario. Skip forward, two weeks pass and no communication from the company, so we reach out to endless voicemail boxes and no return calls for days at a time. When we finally got someone on the phone, they informed us that we not only didn’t have any sort of ETA. We accepted this information and continued to wait. As weeks and MONTHS passed, we would continue to reach out and again hit voicemails and did not get any communications back for days and weeks at a time (longest was 4 weeks without returned calls or emails). At this point we are convinced our stuff has been sold or lost and that we will need to rebuild. This made us reach out to the broker we original hired and they began making contact on our behalf and also got minimal communication from Smart Van Lines. At the end of this entire ordeal, we received our stuff 86 days after it was picked up and only $500 off delivery. The company that ended up delivering our stuff was contracted by Smart Van Lines (probably because they had SEVERAL customers in our same position and needed to deliver). Smart Van Lines took our money, lied to us, ignored us, and then handed us off to someone else because they COULD NOT PERFORM THE SERVICE THEY OFFER. We lived off 2 weeks of belongings for 3 months because we were prepared to wait a month, MAX. There were no apologies, no acceptance of unprofessionalism…nothing. DO NOT USE THIS COMPANY, DO NOT USE A MOVING BROKER. Spend the extra money because I PROMISE the peace of mind of a reliable, reputable business is worth it.
Read more