xvanlines.com

A one star is generous

A one star is generous. Our cross country move was a nightmare. The initial quote and communication was reasonable. Once the deposit was made everything changed. After carefully communicating items to be moved (including actual dimensions) the cf was fudged to the high side just to “be sure”, while reassuring that we would only be billed for actual cf used. Then came the call a couple days before the move which advised we should add an additional buffer of 100cf because things might fit together in a weird way and we wouldn’t want our things to be left behind because we didn’t allow for an additional amount of space. Snd of course, we would only be billed for what was actually used. We were told the move typically takes at the most 10 days, worst case 14, but the DOT allows 30 days legally. Don’t worry, that just doesn’t happen. As soon as our items were loaded we were told we needed another 100cf to be paid. We explained we had already added the buffer 100 cf, but the driver insisted we owed even more. Customer service at this point was non existent. When we called for an update we were given no information other than they have up to 30 days legally to get it to us. Carlos, the proclaimed customer service manager was beyond rude. After waiting a week to call again for an update we called using the cell phone on file three times, at one hour intervals, only to listen to the phone ring and ring. After the third time we used a different phone and coincidentally our call was answered on the second ring. We were promised a return call with an update from Carlos. Never happened. 32 days after our first available delivery date our belongings were finally delivered. The driver immediately told us it was going to cost an additional $300. We asked why. He said that was what “they” told him to tell us. After we explained that the only possible additional could be that 4 items needed to be carried up a flight of steps. We paid the additional $65 for that. Not the arbitrary $300. Boxes were crushed, 3 pieces of furniture were damaged. One because the crew loading the move kept trying to take the legs off of a bookcase that damaged two legs. They did not remove the legs, just damaged them and wrapped them up. A handful of items were also broken. Stay away from this company. They are unscrupulous, and it is clear their business model is to be as deceptive as possible after loading belongings. Hindsight is wonderful, I should have cut our losses and forfeited our 50% deposit and found a reputable company. Lesson painfully learned.

Date of experience: Jul 29, 2025