On this page you will find reviews on the company Vanguard Van Lines from real customers. We have filtered custom reviews so that you can really evaluate whether it is worth contacting this company or it is better to contact other movers.
Company average rating Vanguard Van Lines – 3.3 (calculated based on 62 reviews).
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Horrible Compant STAY AWAY
I’m not going to go into the saga that was my experience with this Pos company but stay away…. Take your money somewhere else. Trust me I’ve been burned.
Big Scam!
Don't use this company. It's been 6 weeks and I never received my items. Simply put, David Gibson issues a quote. Roberta Hochburg handles the pick up and communication is shut off. It's a scam to steal your belongings.
Do Not Trust! do Not Use! Hire Someone Else!
DO NOT TRUST! DO NOT USE! HIRE SOMEONE ELSE!
While this company may appear affordable do not trust them with any of your personal belongings. They will steal and/or damage your property and in the end will not provide any reimbursement.
To start, the “movers” arrived three hours late with no notice. I attempted to call the company over a dozen times with no answer or response to my messages. We were living in Los Angeles and had to arrange for the street to be blocked off but when the truck arrives three hours late there isn’t much else I could do.
FIRST RED FLAG: The truck that arrived had no logos or information about the moving company, it was clearly rented.
SECOND RED FLAG: Three men wore street clothes also with no logos or company t-shirts.
THIRD RED FLAG: Two of the men moving my items only spoke Russian and sounded like they were angrily yelling at one another the entire duration of the move out.
All communication is through generic emails to the company with the names continuously changing. Phone lines are never answered unless it is the sales line but they still tell you to call the number that does not answer. It took almost one month for our items to arrive cross country and when they arrived with damage and items missing. The driver (who was not the original that picked up my items) attempted to pressure me into signing the inventory sheet even when items were missing. I had specifically marked our boxes with a neon green duct tape and written our last name on it, many of which had been removed from our boxes. This new driver/delivery person almost took one of my flat screen televisions, but I grabbed it off the truck myself (box clearly labeled with our tape and name). They stole a very expensive Pelican Cooler with items packed inside and have only offered an $18 reimbursement due to their “insurance policy” that claims process has taken 6 months as I write this.
Do not be fooled with the good reviews, they are definitely falsified.
Very misleading prices and poor quality of services.
First, the estimate I was quoted was based on a per item cubed footage, and I was told that my items would be held in storage with no additional charges (the company offers one-month free storage). However, when the movers arrived, I was told that upon visual inspection, the cubed footage of my items was twice as much as what I was quoted and that I would be charged accordingly (an additional $600-700). After packing my items, I was presented with a receipt that was sloppily itemized (grouped together nonsensically) and did not include the condition of the items at pick-up.
Even though I was told by the pick-up crew that they would be delivering my items and I should expect them at the point of delivery, an entirely different moving crew arrived upon delivery, after which more confusion ensued. I was presented with the same receipt as the one I signed and received at pick-up, except this one had the original amount owed at delivery crossed out and replaced with a new arbitrary cost, stating I owed an additional $300 to cover the cost of a shuttle fee (~$200) and stair delivery fee. I then presented the moving men with my copy of the receipt showing the original amount I was told I would have to pay at delivery and the prepaid charge for the stairs fee. The moving men said that this was incorrect, and so I asked that they let me call Vanguard to discuss. Instead the head delivery man said he was already calling Vanguard and with phone in one hand, he began unloading my items with the other hand! I watched in horror as he banged my nightstand against the truck and placed it sloppily on the ground. He then hung up the phone and stated that he would 'discount' the stair fee, though it was already paid) and charge me the shuttle fee because my items were shuttled from one truck to a different truck en-route (WITHOUT my knowledge). No mention of this fee was communicated to me when the estimate was being negotiated, when my items were being picked up, or when my items were en-route.
After the moving men removed my items and were preparing to leave, I notified them that at least one item was missing. They checked the other shipment in the truck and realized they had packaged the item with the wrong shipment. This made me concerned that there may have been other items that were mis-packaged. The pick-up crew had numbered each item with stickers, often times on top of the saran wrap used to cover the furniture; however, before I even had the chance to count each numbered item, the delivery crew removed the saran wrap along with the stickers, preventing me from tracking which furniture pieces were delivered. My final count later suggested that up to three items were missing. I notified the moving men of this, but never received a follow-up. In addition, two items (bike and nightstand) arrived significantly scratched and as mentioned before, were not treated with care during the delivery process. My futon was also directly taped on top of and upon removing the tape, sticky residue was left on the fabric and the legs, which still have yet to come off fully.
If Vanguard chooses to contract out its moving services, which is the impression I get, the company should ensure that quality of service and communication is consistent between contracted moving service providers. If shipments change hand during transit, Vanguard could at minimum notify the customer, provide them an updated quote in advance of delivery, and ensure that fees are communicated between companies and items are properly transferred with care.
It's been 3-4 months since my move with Vanguard Van Lines. I've sent two emails now to customer service and received no response. Due to erratic pricing and poor quality of service, I do not recommend their services to anyone.
Move from Ca to Nevada.
Not only did it cost me &14,000 but because the broker supposedly said I lived in an apartment one small truck showed up with one man so he had to bring a second small truck and load my 3 bedroom 2 ba home alone. Now I’m a day behind . Since I already paid for 2 trucks I asked my furniture not be moved to a larger truck but they did so not only did my things get damaged I had several items missing. After Vanguard kept messing me around for three months was told turn it in to insurance. This all started in March 2019 and still no payment from insurance company. This is going on 8 months. Be careful with moving and trusting a moving company. I guess my only other thing is to turn Vanguard and insurance company into BBB . I may not get compensated for what I lost but it will be on record. Never again. Could of purchased a U Haul for what I paid for this mess.
Run Away!
Crooks! No regard for your belongings. I could say so much, but I’ll try to hit the main points. First, the movers came outside of the two day window they give you. I was rushed to move my things cross country. Second, they trapped me in a contract AFTER they came to move my things. They’ll make you sign paper work that says you cannot file a dispute with your credit card company, if you have an actual claim. AND, it says they are not liable for any damage. When they FINALLY came to deliver my things, there were holes in the boxes, smashed boxes and some had been opened. The driver had the nerve to ask ME for a dolly. Who comes to a job and doesn’t bring a dolly?? ?? They took no inventory; there were several jobs on the same truck, so it was a free for all for crooks. They were actually going to give me someone’s Harley, because they had no idea what was mine and what wasn’t. STAY AWAY!
This Company Will Steal From You & Will Send Criminals to Deliver.
This company is full for crooks and criminals! They damaged all of my beds with rips, dirt and tears, all of our bed frames are cracked and damages (basically unusable), damaged almost all my furniture because of how the loaded the truck, stole our registry gifts from our wedding in July 2019, opened and resealed your boxes, "Lost" our 70" TV!! and "lost" 60% of my families clothes!
The customer service from David Gibson and Roberta Hochberg is absolutely ridiculous and they are rude people. They have no customer service logic and basically will quote you so low to book the business. Once you book the business, just expect anything valuable to you to be "lost" or "damage". BEST PART IS - THEY WILL ONLY PAY YOU .60 CENT PER POUND TO REPLACE? Great right ---- These people are so shady and should not be in business. Especially going into people's homes.
Don't expect a timely email back with any kind of status and no one picks up the phone. This company is FULL OF CRIMINALS and I PROMISE YOU THEY WILL TAKE ALL YOUR VALUABLES! The insurance company is even worse. Our claim was almost for $10K in damages and "lost" items, they are trying to pay us $124 for this claim! When our furniture and goods was being delivered, the two truck drivers intimidated us to sign the papers and said they would not leave our home until we signed it. We should have called the cops but we drove our family and our dogs to Colorado directly. We had no idea this would happen to us!
PLEASE DO NOT USE THIS COMPANY AND RESEARCH YOUR RIGHTS! Get a lawyer if you can or need to. This company hires the scum of the earth and they probably graduated from San Quentin Prison!
Terrible.
I used this company because they were the affordable option but they ended up losing all my stuff. Lost thousands of dollars and their team isn't getting back to me. Never use this sad excuse of a company!
If you like your things, DO NOT USE THIS COMPANY.
I went with this company because it was "cheap" - big mistake! They had me run through my items over the phone and then sent me a quote. When the movers arrived they told me the dimensions for the items were not correct and that they could not take my coffee table because they didn't have room. Also, the movers that came were very unprofessional. One guy came up to my apartment, sat on my couch, and started telling me he couldn't take it all. The other guy was asleep in the truck. They didn't have measuring tape or enough tape or plastic wrap to pack the large items up. They guy with the paperwork didn't seem to know what he was doing. When I asked about the page for insurance, he shrugged and said "no one ever gets insurance..just sign there." The guys who brought my items were more professional and friendly but anything that wasn't in a box (I boxed my items) had some damage. My couch wasn't even in any wrapping when it was brought into my new apartment. When I called the next day, I left a message. Two days later, still with no reply, I emailed. That was about a week ago and I can clearly see how they do business now. Do not do business with these people!
Move me cross country.
This was the worst moving company ever broke numerous pieces of furniture brand new thousand dollar treadmill never even arrived do not use this move or they are a rip off They never communicated to me when West things were going to arrive they are absolutely horrible do not use these Movers.
Very non-profession troop.
They are very non-professional.
While the time of pick-up. They came about 3 hours late than the two hours window they gave. Picked up the stuff fine. Then kept it to their storage for three weeks. We kept on calling in between to ask for an update and they kept on telling different dates. Finally, our things came to us. 2 boxes were totally torn out (really? Boxes go break, really?)!! The bed's headboard came out in a weird shape from the straight line!! The office chair's cushion is 70% gone (really??).
To add on that we had 5 boxes less than the quote. All along the process from the pickup, we communicated that we are to reimburse for the fewer boxes as per the contract. They first said that once the stuff is picked then they will send the check. Then said, once the stuff is delivered then they will give the check. At the time of delivery, we were to pay another half so I said that I would give $52 dollars less for 5 boxes from the total. The driver said that we have to talk to the company, without having full payment, they can't deliver. So, we obliged (as there's no other option). Roberta and Karen kept on saying that they will send the check for the difference. It has been now for 6 weeks. I am following every week but they kept on promising different times. If you are stealing someone's money then stop pretending that you are trying to payout.
Beware!!
I am not a frequent review writer, particularly not for the bad reviews but for this one, I had to share my experience.
At the time of booking for pick up, the staff was very welcoming, courteous and supportive. She gave suggestions etc. I had read the reviews and dismissed the negative ones as one off as the initial service was amazing. Now I regret it so much! I had a similar experience of movers showing up unprepared and unequipped, taking way longer (5 times the estimated time) to pack , not packing things properly (I had to tell them how to pack) and not documenting items correctly. We were in transition and our delivery date and place could not be determined at the time of pick up. At the time of booking we were told that in such a situation, if we contacted them 2 weeks prior to the preferred delivery date, they would make it work. I called them 3 weeks prior to the preferred delivery date and my preferred delivery date in now 2 days away, still have not heard anything. When I called yesterday, one of the staff asked me if I had paid for "guaranteed delivery date". This was new information. Also, whenever I call, I am advised to speak to Roberta who, if I can manage to get hold of her, gives vague replies and does not follow up on her promises to get back with information. I am stuck as they have my stuff and I am at their mercy of when it will be delivered. I understand if my preferred delivery date does not work for them but there is no information on the other optional dates.
I have moved a lot and my experience with this company is by far the worse. So- BEWARE!!
We Are Taking These People to Court - Hire Anyone Else.
Thousands of dollars in lost and damaged items. Also shady. For example only 1 TV was recorded on our moving slip (we have 3). Oddly our 70" plasma disappeared. Additionally my wife's jewelry is not here. Boxes has clearly been damaged from being opened and closed again.
What is worst is I cannot get someone on the phone. If some of my stuff hadn't shown up I'd be sure this is a scam.
These guys charged us $5,000 and then lost and damaged $9,000 worth of stuff. I'd be better off throwing all my items away and just buying brand new things.
I've worked in this industry before and understand the shady elements of the people that can work here, but this is ridiculous. No accountability, control. So bad that they didn't record items that were either lost (or stolen) and will make it nearly impossible to file a claim for the insurance have with this move.
I'll be calling them again!
I first used Vanguard Van Lines in May to move several items into storage for the summer. They were amazing moving a large armoire down a tiny staircase. That item plus a queen size bed went into storage with a number of small items, all carefully wrapped in protective plastic. My team could not have been more professional and helpful and had all items tucked carefully into storage in no time.
When it was time to move those items out of storage and into a new apartment for my daughter, it was a no-brainer who to call. My experience this time was equally wonderful. I was called 20 minutes before my delivery window began and told the team was on their way. They were efficient and very careful. They had the unit cleaned out, loaded up, arrived at the new apartment unloaded and carefully placed all of my items - 2 days start to finish. They even set up the bed, took away all of the plastic wrap and moved the armoire several times until it was just where I wanted it.
I (and many of my friends) have moved all over the country with job transfers and this is, hands down, the most professional, careful and courteous moving company I have come across or heard about.
Next move..yep, I'll be calling them again!
Bad experience.
Be warned - do not use this company. I am perplexed by the 5* reviews as my experience was very much the opposite. I arranged with Anna for my items to be shipped by Vanguard from SF to NYC. I called multiple times prior to the collection to ensure all the details for the packing and time required were correct. The guys arrived and firstly informed me that they didn’t have any boxes or tape so they had to go to the local storage place to get some, an hour later they returned. Even though I was told it would take 2 -3 hours, it took them 7.5 hours to pack my items. The price of the move also tripled. I contacted the office and Anna informed me that the guys had got it wrong, they had inventoried my items incorrectly and that she would do a review and new inventory when the items arrived at the LA storage unit. She never did. She also said that the guys had done such a bad job and received so many complaints that they had to be let go from the company.
My items were then shipped to NYC, no one had any idea where they were during the transit and they could not confirm a delivery date for weeks. I was then informed my items were the last lot to be delivered (I think they were put on and off multiple trucks) and that a smaller trailer would be required for the delivery.
The delivery guys were scheduled to arrive at 2pm on a Sunday – they arrived at 8pm which caused multiple complaints in my building. They demanded $650 in cash otherwise they would not unload my items and could come back in a month or so?!? The team doing the delivery informed me that they were sub-contracted and not responsible for the state of my items – I’d need to take that up with Vanguard. Upon delivery I noted damaged items and others were missing. I’ve followed up with Vanguards, no one can loacte my missing items, therefore I had to complete their insurance forms. Earlier this week I was advised they will provide $48 reimbursement which is honestly a joke. I have called the company multiple times and on Tuesday I was advised that Roberta would return my call ASAP, it’s Saturday and I still haven’t heard from her.
If you value your items use someone else.