Mile High Van Lines Reviews

21. We have our Law Firm standing by waiting for me to advise them of the action taken by Mile High Van Lines and yourselves.

As they were taking apart the beds and furniture I asked them (as I did my Mile High representative when arranging our move, and it’s in the contract) if all the furniture would be reassembled once delivered in our new home and was told it was part of their job and part of the contract. At around 2 pm another individual shows up - after we called dispatch - to help with the packing and at around 7pm they finished loading the second truck.

In the meantime, I’m working with my representative on a delivery day and time and we both agree that they would deliver our goods the following Tuesday November 12th and that our goods would stay on the trucks in storage until delivery day. On November 9th I contacted my representative to change the delivery date and he was very accommodating and we rescheduled for November 14th. What we were never told was that all our goods would be removed from the trucks and placed in storage and reloaded for delivery. On November 12th I called to confirmed our delivery day of November 14 and was told delivery would not happen until either the 18th or 19th.

On delivery day which was on November 17th only two individuals showed up to unload the truck and they arrived at 10 am. At around 3 pm another individual showed up to help (at our request) but they were so far behind that my son and I had to jump in and help. In addition, none of the furniture was put together and the movers finally quit around 10 pm. At 6pm the driver of the semi came into our home demanding the movers finish so that he could leave. He was very angry and demanded the inventory list when a third of our belongings were still on the truck. He was yelling and very belligerent and my wife had to ask him to leave the house.

This company did not perform as they said they would. We are seniors and not in good physical shape and we had to reassemble all the furniture ourselves. They are in breach of contract and I would not recommend this moving company to anyone planning a intrastate move. Several pieces of our furniture were damaged and I suspect that happened when they off-loaded and re-loaded for delivery. After we were settled in we contacted the company and explained our frustration.

To our surprise they were not willing to compensate us for their breach of contract and only offered us $200 for my family’s hard work helping with the unloading. The administrator called my wife a liar when she told her they never put one thing together and the administrator said “how could they be there that long and not finish”. We still had furniture wrapped in blankets and shrink wrapping, tables, beds etc all apart. They did not follow the contract agreement after paying them almost $13,000. They did not keep their word on any part of what was agreed to and are in breach of the contract. We were devastated with this whole process. I’ve had a heart attack and two strokes and shouldn’t have done all the lifting and moving of furniture. We are not finished with this matter. Please note that all the workers were outstanding and this review is concerning management only. A very unpleasant experience.

The movers insisted on rewriting the estimate, increasing the load weight by 329 cu. ft. Our house had already been sold and we had not choice but to agree. I contacted the "Customer Service Manager," and was assured that we only needed to record the weight upon delivery, inform them, and a refund would issued. We did this, but Mile High Van Lines refused to issue a credit. In addition, we were never given a copy of the new "Binding Moving Estimate," the "Bill of Lading," or the "Home Goods Descriptive Inventory." I would avoid ITX LLC and its subsidiaries Colorado Transport Company, Presidential Moving, LLC and, of course, Mile High Van Lines.

They were totally unprepared for the amount of time and effort required at unloading. I started photographing damage at the unloading but was given no way to note it on documentation. We filed a claim and they came back with an offensively lowball offer given the amount of damage sustained and recorded. I have lost so much money, time and labor by using this "full service moving company", and had most of our furniture damaged but I am not allowed to seek repairs until the claim is resolved. So I have had to live with and look at my broken belongings for 5 months already. Infuriating doesn't begin to describe this whole experience.

I called his manager who instead of apologizing only made excuses as to why he thought the actions of his employee were warranted. The manager then went on to try to create doubt in my mind that the moving company that I had chosen to sign a contract with may be shady, and even sent me a link to look them up. I called by contracted company, and they looked up Mile High Van Lines, and showed that they were actually the shady company and had actually had their license revoked several times in recent years stemming from 2008 to present. The company that I had chosen has only had their license revoked one time since 1993 and that was only due to changing insurance companies. I went with AAA Moving Group and they were most courteous and helpful throughout the entire moving process. I would have given less then one star if I could have just based off of treatment to a potential client. Beware.

This company will not communicate with you throughout your out-of-state move process, and if you have missing/damaged items, they will not assist you other than to send you a link on where to file a claim; you will be left hung out to dry. You will not have any sort of idea of when your things will arrive; they will call you the day before (no earlier heads up), and if you are out of town or have other commitments, you will be out of luck.

True professional movers know how to transport items correctly. Their movers are not professional movers. One mover who loaded my things onto the truck in Denver was asked how long he had been working for the company; his response was that he was hired from craigslist. HIRED FROM CRAIGSLIST. If I wanted cheap, unbonded and uninsured movers with a risk of things being damaged and/or missing, I would have saved myself thousands by renting my own truck and hiring craigslist movers in both locations.

I moved out of state from Colorado, and had my things not been packed/wrapped by professional movers from another moving company (VIP Moving & Storage – the BEST movers and packers in Colorado, who unfortunately don’t do out of state moves), I believe virtually everything would have been damaged beyond repair. Upon arrival at my destination, the company in Denver had not even been in contact with their local movers driving the 18-wheeler (local movers were employed by the company and not hired on CL, thankfully – however, that did not mean they were professional movers).

The local movers (while super nice) had no idea that their 18-wheeler would not fit at the drop off location and that I paid an additional $833 for my items to be transported to a smaller truck and then delivered to the drop off location (zero communication with the local office in Denver; though the shuttle service was also clearly shown on the contract that the local movers were in possession of). They were supposed to unwrap all of my professionally-wrapped furniture before leaving (even confirmed this upon arrival); they instead only unwrapped the bed and left my new place with boxes haphazardly piled high to the ceiling and no room to walk anywhere. They also dumped clearly and largely marked FRAGILE boxes on the floor and piled other heavy boxes on top.

In order to get my <2 year old $6000 custom leather sofa through the door, they jammed it back and forth through the doorframe, over and over again until they finally got it through, damaging a wall (the sofa could have easily been brought in either through either set of patio doors or by tilting it partially vertical and going through the front door – professional movers would have known this); thank goodness VIP Moving & Storage wrapped it with many layers of moving blankets or the sofa would have been damaged.

They also treated my upright treadmill like it was a plastic toy; lifting it up over a curb and slamming it down like it was rubber and couldn’t be damaged in any way (this is really how they moved everything – tossing things about with zero care in the world). I was lucky in that only a few things were damaged or missing (when I sent a list of missing items to Eliza **, she almost immediately responded that no one had found my items – my question in reply was how was anyone able to search for my items when I just sent the list a few minutes earlier? She never responded).

• $5000/170lb solid wood dining table (matching chairs not included in the cost of the table). Instead of transporting it upright on all four legs (or upside down on top of another table), they transported it vertical, resting all 170lbs on two legs in the rear of the semi for the 2 day/1000+ mile trip (my items were last to be packed on the trailer and first to be unloaded, so they bounced around more than if they had been in the front of the trailer next to the cab). All four legs are warped because in addition to 170lbs bouncing on two of the legs for 2+ days, the movers crammed boxes and other things around the other two legs. A professional furniture repairman has been unable to fix the solid wood legs; they are warped from the table being transported incorrectly.

• 200lb tanning bed. Instead of transporting it horizontal on all four legs, they transported it vertical, resting all 200lbs on a hinge that was damaged (which then caused damage to the main unit, including bulbs that no longer work) and is beyond repair.

• Fireplace media console. Transported upside down, causing the crystals to fall out of the fireplace containment and scratch the wood and glass doors. The glass doors also came unhinged because the hinges were slightly bent from transporting the unit incorrectly, but that was a relatively easy fix (though the metal frame hinges are still bent). Had the fireplace media console not been professional wrapped with moving blankets, the crystals would have spilled out, possibly causing damage to someone else’s items in the same truck.

They also left me with 7 heavy boxes of someone else’s belongings. When I told the local movers that two blue placemats resting on top of some of my things weren’t mine, they insisted that they were mine because they were with my stuff. As they were unpacking the truck, I told them that some of the boxes did not look like mine. They insisted that everything on the truck was mine. After they left and I went through everything, I discovered the 7 boxes; 7 boxes that did not contain the same yellow sticker as all of my items. When I contacted the company to let them know that 7 boxes left with me were not mine, they either did not respond or said they would look into it.

• I emailed this moving company 12 times over a 2+ month period, asking if they could locate the owner of the boxes. I didn’t care if it was 7 boxes of trash –someone wanted their stuff back, and it was this moving company’s duty to find the owner.

• I posted an ad on craigslist in Colorado to no avail. The ad included pictures of the boxes. I received several responses from very upset customers of this moving company, asking if their items were in the boxes (they were not); saying that the moving company “lost” some of their boxes (boxes with game systems and other expensive items) and never responded to their inquiries.

• I eventually found a prescription in one of the boxes with a name on it. Of the 12 times I emailed the moving company, they responded only twice; one of those times telling me that the name on the prescription was their client that they moved to another state and they would get back to me the next day. They never followed up. In fact, every single time I emailed them since then, they did not respond. Why wouldn’t a moving company want to do everything they could to return items to one of their clients?

• Since this moving company did not want to do the right thing, I paid for a background search to find the owner of the boxes. Because the owner had just moved out of state, I was only able to get her old address and landline number in Colorado. I paid for more background searches of the family members associated with her, hoping to find this woman. After exhausting all old addresses and telephone numbers, I was able to Google search her family members and found a relative on LinkedIn. I left a message for that relative at the employer listed in the profile (if the profile had not been public, I wouldn’t have been able to see the employer). The relative gave my message to the client, and I was able to send the client her 7 boxes via UPS – NO THANKS TO THIS MOVING COMPANY, who had this woman’s cell phone number and email address. It turns out that some of the boxes contained very expensive prescription medications and healthcare products. That client told me that she had asked the moving company about her missing boxes for two months. The moving company eventually told her that they believed that they located her boxes in California and never followed up after that. Like me, she repeatedly contacted this company with no response. When she contacted them one final time to ask the status of her boxes in California, Eliza ** told her that they thought the boxes in California were hers, but they turned out to be someone else’s boxes. BLATANT LIE. This woman also had virtually everything damaged by the moving company, and many boxes of expensive items missing. She also asked a couple of movers if they were employed by the company, and a couple of them told her they had been hired off craigslist.

If you want an honest, reputable moving company with customer service and professional movers who care, steer clear of this company.

I have been trying to resolve this since June. Find my delivery, get a invoice, get confirmation that they have possession of my items, any solid answer. But always with the same results. IF somebody returns my calls or takes my calls I am told "...I will need to look into this or someone will have to call you back because there will be additional fees involved". I have even been told that "...due to the length of time that has passed nobody really cares about helping you resolve this matter". Seriously?

When I finally received an "adjusted" invoice on August 7th it was $2925, almost double my previous final balance of $1525 from May 16th! There were over $1387 in charges and fees added and they were not giving me credit for the $500 payment I made to the delivery driver in May. I immediately tried calling them (within minutes of receiving the invoice via text) and nobody has ever returned my call or any of the calls I have made since. That was a month ago. I still do not have my items and most likely have another $400 charge for storage.

I will never use these people again and will at every chance make sure that no one else goes through this. The folks that were doing the moving were doing the best that could, but with the timeline they had to move so quickly at the expense of our belongs. One final insult. They left a huge gouge in our wooden floors because they did not take time to protect or respect our home.

They had told me they were gonna expedite the move and that was why I was paying more from the start. They told me they’d have it to me in seven to eight days but they didn’t. They came there, got the furniture and loaded it up then it arrived three weeks later. They said I didn’t read the fine print in the contract and that what they meant was seven days from some date on the contract. So technically, they didn’t have to give it to me until 22 days later. On top of that, when the stuff got there, some of the stuff were broken. They told me that they would send me some form to file a claim but they never did. I even called 3 times. Besides, they told me I would only get 60 cents a pound for damages. I also paid around $1,400 more than what the cost was originally.