We moved from CT to MD the end of June 2011. We received quotes from 4 different moving companies and decided to go with Nationwide Van Lines. They said they'd be doing more than the other companies to whom we've received quotes from and their price was reasonable. The binding price we were given was $2,812.50 on May 2, 2011. On May 10, 2011, the price became $2,992.50. When they came to start packing, we were told that they needed 1/2 to start the process (that was $2,460.67). After everything was moved, I received a call the Sunday the items were to be delivered to MD and was told that if we did not pay the balance, they would have to hold our items and we would have to pay an additional $1,200. The total cost for this move went from almost $3,000.00 to $7,105.00 as they also charged us a 3% service charge for using a credit card. They did a great job packing but the way the pricing was not determined at the start and the part that they threatened us, did not make me feel they knew what they were doing. If they had experience with moves out of state, their quote should not have been off as it was.
Consumer Complaints & Reviews
We put down a deposit to have Nationwide move us. We called a week before the scheduled moving date, canceled, and were told that our deposit would be refunded by January 21st. We have called over 10 times, and each time, we were being told that they were taking care of it. They said the problem was with the 3rd party credit card company. They also said that they would call and send an email, but nothing ever happens.
I spoke with Nicole and she specifically told me that she would send me an email before the end of the day (either 2/1 or 2/2) and she never did. I have never got a call back and when I call, I am put on hold for over 15 to 20 minutes.
This is an honest recollection of a moving job received with Nationwide Van Lines. I am upset about the service I received! This company gave me false information on the time it would take to delivery. They told me the delivery would take no more than a few days usually but they just manage to get it in under the deadline they propose in the contract. So I feel they "legally" wait to the very end of the three weeks deadline while promising a short time to get the business from me. Now, they don't show up when I expect them so this is a problem. After many phone calls and emails to them, they finally got the truck to show up with the things. But weeks went by and we had to buy new things for day to day. In this way, I feel this company has misused my trust and faith.
After obtaining quotes from several moving and relocation companies, I contracted with Nationwide Van Lines to service my move from New York City to Jacksonville, Florida. Primary consideration was given to the fact that they claim to use their own vans and that "no brokers, middlemen or third party involved." That they specialized in East Coast relocations was another factor.
On May 25, 2010, I received via email the order for service and submitted the required $500 deposit by phone check. On May 26, 2010 the binding agreement was executed. The scheduled date for pick-up was June 22, 2010 between 9 AM and 1 PM. On the day of the move, the mover arrived after 5 PM in a Ryder rental van with one (1) helper and without the certificate of insurance required by my development. He subsequently called two (2) "friends" to come and assist him.
The driver left my apartment and re-appeared about one hour later after 6 PM. I first learned of the Ryder rental van when a family member went down to the lobby to look for the driver. When the driver returned to my apartment, I inquired why he was utilizing a Ryder van and was advised that the Nationwide van had broken down the previous week and that there were no other vans available in the area.
At this point I requested that the driver give me his last name and produce some identification. He refused to do so. There was absolutely nothing about this "crew", attire included, that suggested that they were Nationwide personnel. Under the circumstances, I felt it unwise to release my belongings to this group and asked them to leave. The following morning, June 23, 2010, I called Nationwide and requested that they refund my deposit. They refused to do solid subsequently wrote Nationwide Van Lines, Inc., on August 6, 2010, outlining my complaint and again requesting a refund of my $500 deposit. I also filed a complaint with the Better Business Bureau.
In their response to the BBB, they allege I breach the contract as I failed to cancel in writing 5 days prior to pick-up date. Obviously this was not possible since the issues manifested themselves on the move day. Nationwide has never responded to me directly. Nationwide knew in advance that they could not provide the service in their own van. They had a duty and obligation to so advise me. They never did. While the rental van was obviously of concern to me, my greatest concern was the refusal by the driver to give me his last name and to produce identification.
It is unimaginable that they would expect to release my property to this individual. It would have been highly irresponsible on my part to have done so. Any assertion by Nationwide that the crew identified themselves is a total fabrication. I have witnesses that they did not and refused to. It is appalling that they rely on a cancellation provision that no one could comply with under the circumstances. I spent over $2500 in additional moving expense.
If you're thinking about using Nationwide Van Lines, I would strongly advise against it. In my experience, they are not only incompetent at their job, but also their customer support is non-existent.
If you are not happy with their service, like we were, they will ignore you. After being directed by their staffer Julianne to check out testimonials and reading thousands of alleged positive reviews on their website, I decided to use them. It was a mistake. Their movers were unprofessional and coarse making for a very bad experience with regard to our possessions and our sanity.
I felt as if I could not rely on them to deliver the boxes in quality conditions because their workers seemed to be unqualified to do the job. I probably would have had better luck getting some college kids to do the job.
The move was completed slightly over the time frame they gave us, but there were some questions about minor damage and missing items. My wife wrote to them for support but never got a call or response. (She also complained that it is very difficult to get a hold of anyone). In our last correspondence they ignored my request for at least the courtesy of a response. We got none. Obviously, I am very unhappy and will not recommend this company.
