If you need a moving company, then stay away from X Van Lines at all costs (8107 Chancellor Row, Dallas, TX 75247; DOT: 3391195 MC: 1089913). This was by far the worst moving company I could have hired to move several boxes of items and miscellaneous household goods cross country from Boston to Los Angeles. They promised they would do a good job and they failed to meet the minimum expectations even for a small load. If I could give a zero rating, I would. I will explain why. It is a long story, but worth the read.The pickup in Boston occurred June 20 and we needed for them to hold the move items for a few weeks which they said would be no problem because they had their own warehouse. Then, they said they would schedule a truck for the target date we requested of July 8. They promised they could hold the items for a couple of weeks which would give them time to schedule a truck to get the items moved. “No problem” is what we were promised.As the July 4th weekend approached, I knew it would take 4 days for the items to make the trek across the US. They said they were limited to 500 miles per day per DOT rules. Fair enough. I contacted them the weekend before the holiday to see where in the process the items were. No response.Since we live in Texas, we booked airfare and a hotel room for my family in LA so we could meet the movers and ensure everything was unloaded. I continued to reach out via text and calls before and after our travel to LA and still got no response from them.When July 8 came, I finally spoke with someone in Customer Service and discovered the items were still in Boston in their warehouse. Imagine my frustration after putting down about $2000 in travel costs and taking time off work to have nothing arrive after being picked up 3 weeks earlier. Had they communicated that the items were still in Boston before we left Texas, we could have moved our travel plans. When I told the CS Rep that I was unhappy, they just said that the July 8 date was just the first delivery date and they could deliver any time after that. And when I tried to ask why they didn’t contact me earlier, the rep kept cutting me off and talking over me. I just had to hang up because the rep was rude and obstinate. I went back to contacting the original sales rep that sold me on this company. He expressed shock that this had happened and promised he would help me.Now, we fast forward to July 23. I have been texting the sales rep and the CS Rep about the status of our move for several weeks. On July 12, I provided a date range that would work for us (7/25 to 8/7) when the first suggested date they provided (7/19 to 7/23) would not work. No response from anyone at this company about when the items were scheduled for pickup in Boston for the move to LA. Then I get a call from the driver, apparently a sub-contractor, that the items will be delivered the next day on 7/24. X Van Lines didn’t bother to accommodate my request. They apparently only care about what was convenient for them.I had told everyone at X Van Lines I spoke with or texted that we live in Texas and we needed time to plan another trip out to California. Of course they spring the moving delivery on us without any real warning while ignoring my requested dates of 7/25 to 8/7.The sales rep who promised he would help me after the first delivery date was missed, pushed me off to the scheduling department because he had no influence on the move itself. Another empty promise made.In the end, we got help from our awesome real estate agent who could meet the movers and sign for the delivery. The agent went above and beyond to help us. This agent knows how to treat customers.The final cherry on top of this story is we told X Van Lines back on July 8 that trucks over 20 feet were prohibited from the community where the delivery was to be made. Did they tell the driver that? Of course not, The driver explained that this was typical behavior from all moving companies they work with. If XVan Lines had no intention of telling the driver, they should have told me to do their job for them. Pathetic.As for X Van Lines, please heed this story of how they over-promise and under-perform. They clearly have no clue on how to communicate with customers and actually do the basics of moving items from Point A to Point B in a professional manner. Stay away from this company for your moving needs unless you want to write the next horror story on this review site.Update: Soon after the original review was submitted, it was discovered a chair was damaged in the delivery process. I filed a claim and it was verified as legitimate. XVan Lines asked that I remove the original post although it had nothing to do with the damage claim. They said I would get paid for the damage if I removed this post and others. I have decided to keep these posts active so that others would not suffer at the hands of these people.
Claim your business profile now and gain access to all features and respond to customer reviews.
Experience a relocation like never before with X Van Lines. Our skilled professionals, backed by nearly two decades of industry experience, guarantee precision and care throughout your journey. Opt for X Van Lines to redefine your moving expectations. Our commitment to "Moving with Excellence, Every Mile" is a testament to delivering unmatched service, enriched by years of expertise and a proven track record of covering a million miles reliably.See more
