Colonial Van Lines

Updated Review: I am only updating this because Donna (customer resolution) reached out to me within 24 hrs, and began working on my behalf to make sure I was taken care of. Very pleased with Donna’s service - very professional, and very glad that Colonial Van Lines has this service to work with customers when things don’t go as they should.

I hired Colonial Van Lines to move me from Houston TX to Baltimore MD. Once I paid the initial deposit, my account manager never contacted me again - I was unable to get ahold of him up to and ON the date of my move. I flew into Houston to meet the movers between 8am -12pm, and was planning to fly back that night. Movers did not show up on time, and I could not get any accurate information from customer service. Movers did not arrive until after 5pm. Called into customer service to speak to a manager but was not given the opportunity- instead they said they would send them the message, and they would call me if they thought it needed a return call. Two days of work missed and the cost of a flight change to get back to Baltimore after the unapologetically LATE service. Today 6/14 I was told that the movers would be here between noon and 4pm….but again they didn’t arrive until 6:30pm - no heads up or anything, no apology for lateness, no contact by my account manager STILL! I called in to get info at 4pm, and the women so spoke to said “Oh I think they are being held up at the weigh station”. By the time they got here and got around to getting my larger pieces moved in it was after 8pm - they realized they couldn’t get the couch up the steps, so they charged me $30 to re-wrap it and leave it on my porch. They were so late I couldn’t even call another company to come move it to a storage or something. They didn’t even set up my beds! Also, the price kept increasing. No itemized list provided for any additional costs/prices. Very unprofessional. Do Not Recommend this company.

I have updated this review to 5 Stars based on Donna's ability to reach a resolution. I appreciate Donna's work to bring this about.

I do not know where to start. They subcontracted out my move. The first movers came, claimed I had more weight than the company reported, were rude, and the said they would take half. When I refused the company did get me other movers, but it had to be on the one day I couldn't do the move or I had to wait another 10 days. I hired someone to release all my things to them ($150). My furniture is damaged. They lost all the hardware for my bed ($150 to get a handyman to fix), they did not follow instructions even when I was there at the drop off and nothing was left where I asked it to be. I had to get help lifting things. They charged me $93 to personally pack a lamp. The lamp was thrown in an unsealed box and braced with two white pillows from my furniture. The pillows now have to be cleaned. The men were very friendly, but they were not good movers at all. They left behind 14 moving blankets which I had to move from my apartment to my garage. I wrote all this up in a letter to the company and NO ONE responded. The worse part of this is that I work for a church. They owe this church money back.

Where to begin….:

This company helped my family and I move from the west cost to the east: upon moving day they came a bit late, moved so fast we couldn’t keep up with them and tell them what’s going and what’s staying…. They told us on that day from there on our belongs would go into a bigger transport ( I thought okay no big deal ) now…

when they had show up to deliver to our new address on the east coast the driver slacked off and didn’t listen to where thinks where going. As our belongings came in to the new address we ( my family and I ) had noticed many boxes and plastic moving bins were damaged, and or completely broken as well as missing.

After unpacking we found that many items were broken in these broken boxes items like a Tiffany lamp, rare and expensive models, frames; then add broken furniture like bookcases, trunks….books, collectibles

Some items were stolen.. yep that’s right stolen during the move by some one either employed or contracted by this company. Just like someone tried to break into a make up travel trunk which had only makeup , and brand new Xbox stolen ( series x) , laptop, plus paints for crafts

We filed a claim and they said they were not of fault , when we had paid and trusted them to move our belongings from one coast to the other. This wasn’t a cheap move.. it had taken me two weeks to track my belongings down and then they had broken my stuff , and stolen from me.. and didn’t even make up for such actions not by my standards not for how much damage in value was done by this company. I highly recommend not using them and going anywhere else
The customer service department can be rude and short
The claims department don’t care that they had employees steal from you
Managers don’t care

This company is not only unorganized and unprofessional but they lack integrity and customer service skills at the basic level

( updated )

I’m updating my review to 5 stars as Donna in the resolution department was very helpful

Thank you Donna