Colonial Van Lines

The movers were excellent! The person i spoke with to book my move, Tracey, was absolutely phenomenal. Very clear and upfront about everything! The movers who packed and drove my things, Eric and Earnest were the absolute best! They were quick, professional, and made sure our things were safe. The account manager was always in communication to make sure everything was on time

The movers were excellent! The person i spoke with to book my move, Tracey, was absolutely phenomenal. Very clear and upfront about everything! The movers who packed and drove my things, Eric and Earnest were the absolute best! They were quick, professional, and made sure our things were safe. The account manager was always in communication to make sure everything was on time

My story is below but, after working with the resolutions department I am updating my rating because they showed real customer service and care. Donna helped me with this and made sure that I felt heard and respected. Thank you for the support!

I spoke with Diana in late September of 2024 a Colonial Van Lines employee for a move I needed complete early to mid-October 2024 from LA to Philadelphia.

My original ask was to have my items delivered no later than Mid-October and that my bed, frame, and tv would be assembled and mounted. Diana agreed to my request and even after pushing my pick-up date outside of September she ensured everything would be completed and on time. My total cost was $3,244.90 paid in full.

Unfortunately, during the time of pickup to when my items were delivered, they delayed delivery because their truck was not full, they moved my items to multiple trucks, wouldn't or couldn't inform me of where my items were each week. And, when asked multiple times via email and over the phone even their customer service managers did not provide any answers. For a month I thought my items were lost. I have multiple call logs and emails about this, asking the manager Aaron where my items were, and he did not provide an answer.

On 10/29 a random man messaged me saying 'Hey I have your stuff what's your address again?'. I then contacted Ashley the moving agent about this random guy and she said, 'oh yeah he will be delivering your things'.

The mover Paul arrived with a beat down truck and three random men who looked like they were coming off a bender. I was scared so I called my father to make sure that I could have someone on the line in case of emergency. They used racial slurs, solicited work from me in term of building other items in my home and damaged a newly purchased white rug. They did not put all of my items together and did not mount my tv. I asked about this, and Paul instructed me that they were not allowed. Posh Moving service did not allow him to complete these tasks that Diana had promised. This is when I found out that I was working with another organization I never signed an agreement with.

After unpacking all items, I noticed the men not only damaged my new rug, but my tv and mount was broken, organizer, dresser, mirror was damaged, and bed is no longer operating properly. I thought I was being nice by only asking for reimbursement for my items I could not use at all. They took almost 5 months to tell me that they denied my claim because my items were not professionally packed, when they learned my professional storage and packing facility has documented proof otherwise they stated that they couldn't take full blame since they didn't pack my items. This move has cost me an additional $2,000 to replace items broken and damaged and they will not take any responsibility.

This company is a scam- they misled me in the beginning, reneged on the things we agreed upon in terms of builds and mounting, and they continue to lie and manipulate. This shell corporate or parent company informed me that they could not reimburse my property. The manager Aaron couldn't tell me who was sent to my home! I hope you can review this and do something if not for me for others. I hope something can be done to rectify this situation.

My story is below but, after working with the resolutions department I am updating my rating because they showed real customer service and care. Donna helped me with this and made sure that I felt heard and respected. Thank you for the support!

I spoke with Diana in late September of 2024 a Colonial Van Lines employee for a move I needed complete early to mid-October 2024 from LA to Philadelphia.

My original ask was to have my items delivered no later than Mid-October and that my bed, frame, and tv would be assembled and mounted. Diana agreed to my request and even after pushing my pick-up date outside of September she ensured everything would be completed and on time. My total cost was $3,244.90 paid in full.

Unfortunately, during the time of pickup to when my items were delivered, they delayed delivery because their truck was not full, they moved my items to multiple trucks, wouldn't or couldn't inform me of where my items were each week. And, when asked multiple times via email and over the phone even their customer service managers did not provide any answers. For a month I thought my items were lost. I have multiple call logs and emails about this, asking the manager Aaron where my items were, and he did not provide an answer.

On 10/29 a random man messaged me saying 'Hey I have your stuff what's your address again?'. I then contacted Ashley the moving agent about this random guy and she said, 'oh yeah he will be delivering your things'.

The mover Paul arrived with a beat down truck and three random men who looked like they were coming off a bender. I was scared so I called my father to make sure that I could have someone on the line in case of emergency. They used racial slurs, solicited work from me in term of building other items in my home and damaged a newly purchased white rug. They did not put all of my items together and did not mount my tv. I asked about this, and Paul instructed me that they were not allowed. Posh Moving service did not allow him to complete these tasks that Diana had promised. This is when I found out that I was working with another organization I never signed an agreement with.

After unpacking all items, I noticed the men not only damaged my new rug, but my tv and mount was broken, organizer, dresser, mirror was damaged, and bed is no longer operating properly. I thought I was being nice by only asking for reimbursement for my items I could not use at all. They took almost 5 months to tell me that they denied my claim because my items were not professionally packed, when they learned my professional storage and packing facility has documented proof otherwise they stated that they couldn't take full blame since they didn't pack my items. This move has cost me an additional $2,000 to replace items broken and damaged and they will not take any responsibility.

This company is a scam- they misled me in the beginning, reneged on the things we agreed upon in terms of builds and mounting, and they continue to lie and manipulate. This shell corporate or parent company informed me that they could not reimburse my property. The manager Aaron couldn't tell me who was sent to my home! I hope you can review this and do something if not for me for others. I hope something can be done to rectify this situation.

Find an alternative.

I used Colonial to move from Chicago to Brooklyn - they talk a good game and come across as competitive in the initial quote - however they will in fact add on hidden fee's in your final invoice and make no apologies for it.

They charged me almost a $1000 dollars extra for various additional things - the most conspicuous of which was the use of a smaller 'shuttle van' because of the size of the streets in BK for drop off. Despite the same van picking up my belongings in Chicago that did the drop off in NYC. The explanation for the extra charge was nonsensical to me. They admitted they should have told me about the extra fee's earlier but did absolutely nothing to rectify it.

They also use local companies to do the actual moving - luckily for me the guys I got were great. No complaints there.. Just Colonial adding things on later.

They appear professional but you come away with a bad taste in your mouth and a lighter wallet.

UPDATE** The resolutions Department have been very helpful after posting this review. They've been quick to try to rectify the situation which has been really appreciated.