Brightline Moving & Storage

Two weeks out, QC calls. We will call them Person #2. We modify stuff to the inventory and #2 emails us and we see items that were in as 1 line item from #1 are now 5 items when #2 put it in, raising the price higher. #2 also told us our pickup window, which is against what #1 and us agreed to. He calls us back saying that #1 is now in trouble for promising a delivery date and, that for half their normal fee, we can get a guaranteed date. I stupidly paid it as I was in a bind. Was told to expect a phone call from dispatch the night before our move with a time.

Big surprise, no phone call and no answers when calling Brightline the night before the move. #2 on the day of our move tells us they weren't able to make the guaranteed date happen and we would be back to the window, but they would still make the delivery happen. Day #2 of our window, no one calls or shows. No answers past "Someone will call" when we try to get information. Come day #3, we are calling Brightline non stop for information about what's going on. Getting nowhere. We are then informed that our truck has "broken down" three hours away and the crew had to get a ride into town to notify their dispatch as there was no cell service. They would not be picking up until the next day and would miss the delivery window.

Ended up getting a rental truck last minute and driving. #2 was very quick to point out that their pickup and delivery windows were non-binding and technically they were within contract still. They did not offer a full refund for services not rendered, claiming they had already dispersed money. Seems like an issue between them and their carrier, but now it was my problem. To this day, no one from Brightline has called me to resolve this. Don't use them.

Told dispatch, "Are you serious? I have a closing at 3." Well had my closing. The movers came at 3:30. Wasn’t even supposed to be in the house but the new owners were coming from Ohio and wouldn’t be there till the next day. So movers looking at my furniture to be moved and was like, "We don’t have enough room on our truck. Can I see the estimate?" Showed him and he called dispatch and was estimate went from 4800 to 6800. He said he never received from Brightline updated changes! Wth. Since my furniture didn’t fit in truck my realtor who lived around the block from my house just sold came by and was waiting for new owners bed to be dropped off so she’s like wth they don’t have room. She called owner and asked if we can leave the rest of furniture in the garage till morning and movers will up between 10 and 1030. Thank God she said yes!

Well due to the fact the movers had to come back next day I was charged another 400 dollars which made my move 7200 dollars. So now movers dropped off all my furniture to storage close by and came back next morning. This was the worst experience I ever had in my life and the stress was through the roof. I would never use movers again after this experience. I don’t understand why Brightline is a broker and then they hire a company to move your furniture. Also lastly, when I first looked up a company I was told to use Budget movers and when I called and said is this budget Ashley said yes. Wasn’t Budget!!! Also the moving company that came was Western Van Lines and a month later when I had furniture delivered was a different company. Don’t ever use a broker. The left hand doesn’t speak to the right hand!!!!

My delivery was supposed to be on the 19th of July, but apparently the company doesn’t share that information with the actual drivers, because they tried to deliver on the 16th, when I was still out of state. This led them to put all of my belongings in storage and move on to their next delivery. In the meantime, I have been unable to get ANY real estimate on when my things will actually be delivered. Every estimate they give me passes with no reason given, and I cannot even get a manager or anyone to talk to me. It is now the 23rd and I’m sitting in an empty apartment while they hold my belongings hostage. Absolutely abhorrent company that I hope goes bankrupt ASAP. No one at this company should be working anywhere near this industry.

Moving Day: It is a completely different company (movers are not owned by Brightline but contracted out). Movers are over an hour late. Movers will not disassemble play set. Movers did not notate each box, nor did they state what larger items were. They failed to keep a proper innovatory which prevented me from being able to file a claim for their damages. At the end of the day the movers tell me it will be an additional $2000+ I literally could not believe it. I had my own inventory with EVERY box/item listed, including their contents and exact sizes (also a description of each box). Please keep in mind this list was provided to Brightline along with links to bulkier items for an accurate moving cost. At that point there was nothing that could be done.

Transportation: After our boxes left they sat in a parking lot outside for a USPS in New Jersey for over a week. How do I know? I had trackers on my valuable items. I knew my things were not being protected. I kept expecting my things to move to a safer location. NOPE. Eventually our things made it to a warehouse in NJ, at this point we were within our estimated arrival time. That window came and went. Anytime I called Brightline they assured me my items were en route and due x day. X day would come and go and I'd call again. They even stopped answering calls. I had to call from another number. At this point it had been over a month. I informed Brightline that I had trackers in my items and nothing was moving. All of a sudden a few days later my items start moving to Texas.

Delivery Day: Yet another company is delivering. My TV (which was marked as fragile) was at the bottom of a stack. All large items were missing any furniture that did make it was broken. My nursery glider had mold damage. Boxes were ripped open. It was a nightmare. The inventory was so bad the delivery movers started referencing my personal inventory list.

I called Brightline and reported the missing items. They sent me a link for damaged goods and told me I could only fill it out once. Well considering my large items were what's missing and I didn't know their condition I asked to clarify if I could fill out another one once my missing items were received. They told me nope one per move. So I began calling all of the warehouse that I knew my items had been to and described each of the missing items. I was able to do so thanks to my inventory list that described each box. Also I labeled all of my boxes with my info so there was no confusion on who it might belong to. Eventfully I was able to locate all of my things with absolutely no help from Brightline.

Now that I have my items I start my damage report which I am unable to complete because the original inventory was not filled out correctly or complete. Brightline is an absolute waste of finances. They did nothing to assist this move other than feed their potential clients a load of lies just to make a sale. I have plenty of pictures, emails, and texts to back it all up. PLEASE beware using Brightline. They take your money and wipe their hands of you.