We can't even begin to tell you how badly this company performed. You would be better off kicking your items down the street with steel-toed work boots on, during a rainstorm. Better yet just leave everything behind. At least you wont have to pay one penny to this company and waste a moment of your life dealing with these crooks. This was BAD in epic proportions. We are in the process of filing a claim with BBB. So far we have discovered numerous broken or damaged items: 1 dining room table, 1 dining room arm chair, 1 kitchen chair, 1 kitchen table, 1 office chair, 1 TV stand, 1 bed room dresser and 1 sectional sofa. We are also missing: 2 suitcases (1 sm /1 med Samsonite), 1 box of wine / liquor cabinet items, and 1 box of sentimental Christmas ornaments we collected over years while overseas. These are not items that can be bought at your local store.
The #1 kick in the pants is that the "estimate" kept increasing. Our final bill ended up being thousands over the original estimate. When they loaded up our belongings the final measurement was 1825 cubic feet. When "most" of our items arrived to our next house I measured the truck when it was empty... any guesses on where this is going... the driver and I came up with a measurement of 1200 cubic feet! I had the driver write that on the final receipt. That is FRAUD! The pick up team even required that we pay more than the 50% remaining on our bill after they loaded the truck. It’s not like we could refuse at this point. We were leaving that night to go to our new house. The next day I called customer service because a few things were starting to bother me about how the entire move had gone thus far. The customer service rep (the only decent person I had spoken with) agreed on all of the points I had brought up. He also pointed out that a 26’ box truck could not hold 1800+ cubic feet. We looked it up and that is correct (1400-1600 cubic feet on average). They also had another family’s items in their truck before they even got to us.
Here are a few random annoyances as well:
1. They give you two moving dates. They say it is incase of inclement weather, truck breakdowns or something catastrophic. NOT TRUE! I had to call them a day before our move because no one called to verify our pick up time the next day. Customer service stated that they would be there on the second date because they scheduled too many pick-ups on our first day.
2. I REPATEDLY told them we needed a 26’ box truck because we moved 6 months before (work related). Our “big items” (beds, couch, tables) never changed, but on moving day when fully loaded we were 600 cubic feet over our estimate?!
3. They charged us an extra $400 to wrap up 2 mirrors, 1 map, 1 window and a sign. I asked: “why so high”? Answer: “You are paying for us to wrap up your belongings in moving blankets. This includes your couch, table and chairs and dressers”. The moral of that story is: The moving blankets are free as long as you wrap up the couch, dresser and tables and chairs yourself!
4. They ran out of moving blankets so they stuffed our table legs in a cardboard box with other items. This did not do well for the finish on table legs.
Both times the teams (pickup and delivery) needed to borrow tools from us to disassemble/assemble our furniture (a bed and two tables). We also had to leave things behind (old barn door, medicine cabinet, work bench,...) because they stopped off at another job before ours and didn't have a full 26' truck. The team that picked up our goods smoked inside of the truck during their breaks (we don't smoke). The team lead got into an argument with one of his guys because he took so many breaks. They used our dog’s blanket, to wrap a chair because they didn't bring enough moving blankets themselves. The team that delivered our items only brought two guys. The driver said that the company told him he had to complete the job with what he had and no more. Realizing that we would be there until 2:00 am, I had to start moving the boxes. I actually used my own dolly and brought every box from the truck into our house. They did bring in all the furniture and other random items. Once again they didn't have any tools, not even a knife! How were they going to disassemble or reassemble our furniture without tools??
The worst part is handing over your final payment to a company that you absolutely know has ripped you off. If you want your belongings back you have no other choice.
When you do have a complaint, good luck. We called customer service. They told us to go online and fill out the form. The company can take up to 120 days to send you a response. Hopefully the BBB gets a response from a human being a little quicker. We can’t stress enough to stay away from this company. Unless you absolutely feel like wasting your time, energy and resources DO NOT USE BLUE LINE VAN LINES! This company is borderline criminal and fraudulent. I write this to hopefully help some of you from ever even considering this company.