Exclusive Van Lines is a very unprofessional company that uses extortionist & bait and switch tactics to force the consumer to pay a higher amount than they were initially quoted. We made the mistake of hiring them for a job relocation from Baltimore to the Gulf Coast, and had to pay for everything out of pocket. I itemized every single thing going on the truck, and the day of moving they jacked up the price over another $1700, claiming we really had 1620 cu ft from the previous estimate of 1202 cu ft. It's not possible that our furniture expanded by more than a 5'x10' storage unit, and the excuse from the driver was "sometimes furniture is different sizes". That isn't possible when they still left several large items off the truck that were on the lower estimate. The increased cost also included $600 in packing materials that they blindsided us with after we specifically went over everything that had glass.
They deliberately packed couch/chair cushions in four wardrobe boxes so that it would take up more room, which is deceitful. Then when they started to run out of room on the truck, the driver starts asking me "What do you want to leave behind?" -are you insane?! What kind of dishonest and malicious company conducts business that way?! I wish we had done more research as movers that give you an estimate based on cubic feet are not reputable, according to several sites I have now discovered.
They deliberately mishandled our property, causing over $8700 of damage in replacement costs, and the initial salesperson as well as two of the movers claimed that we would receive full replacement value and the ".60 per pound" didn't apply to us. The day of moving they show up with paperwork stating that full replacement value would double the cost, and forced us to sign stating that we would not get full replacement value, as there was no way we were going to pay double after they jacked they price up over another $1700. We would have never hired this company if this had been brought to our attention before we made a deposit. Over 75% of our boxes were crushed, perforated, and showed signs of being dropped. One of the workers was cussing in Spanish, flipped boxes on their sides clearly marked with arrows, and kicked our property across the truck that fell out of a plastic bin. They broke a glass top antique table within an hour of being there, and made the comment "We're not making any money on this move" and even had the audacity to demand a tip after breaking my antique table on the day of moving!
The positive reviews do not use common English and are vague, which suggests they were written by someone in another country and are fake. Our experience has been an absolute nightmare and the only manager we could talk to, Paula has been condescending and apathetic. They deliberately ignored our emails and phone calls, so we are escalating this by any means possible. They have not responded to our written complaints about their employee's behavior, nor have they offered any amount for the damage to our property. I have literally lost sleep stressing out over dealing with this company, and the fact that my antique furniture has lost value due to their incompetence. Do not use this company!
RIPPED OFF CUSTOMER SPOKE WITH EXCLUSIVE VAN LINES TO RETAIN THEM FOR HIS OUT-OF-STATE MOVE ON DECEMBER 28, 2016, FROM FLORIDA TO CALIFORNIA. AN INITIAL, PRELIMINARY ESTIMATE WAS MADE BASED UPON INFORMATION GIVEN TO A SALES REP WHO INFORMED RIPPED OFF CUSTOMER THAT A FINAL ESTIMATE WOULD BE COMPLETED BASED UPON ANY NEW INFORMATION. RIPPED OFF CUSTOMER WAS CALLED BY TINA OF EXCLUSIVE VAN LINES, AND RIPPED OFF CUSTOMER GAVE TINA THE FINAL SPECS (NUMBER OF BOXES, ETC), AND NO NEW ESTIMATE WAS MADE WITH THE NEW INFORMATION. THE MOVERS CAME, AND NO NEW ESTIMATE WAS PRESENTED, ALTHOUGH EXCLUSIVE VAN LINES WAS TOLD ALL THE NEW INFORMATION ON THE PHONE.
ADDITIONALLY, THERE WAS A LOADING DOCK AT A CERTAIN DISTANCE FROM THE APARTMENT, ALSO A STORAGE UNIT WHICH INCURRED A CERTAIN DISTANCE, ALSO PICTURES TO BE WRAPPED, AND SEVERAL BOXES WHICH WERE TAPED UP. THERE WERE A NUMBER OF ADDITIONAL CHARGES WHICH RIPPED OFF CUSTOMER WAS NOT INFORMED OF AHEAD OF TIME. THESE CHARGES COULD HAVE EASILY BEEN MENTIONED WHEN TINA SPOKE WITH RIPPED OFF CUSTOMER. TINA SIMPLY SAID, "WE CAN DO THAT", BUT LEFT OUT THE CRITICAL INFORMATION THAT THESE THINGS WOULD BE DONE FOR A CHARGE. IT WAS ALSO CRITICALLY IMPORTANT THAT THESE EXTRA CHARGES ALSO WERE NOT REFLECTED IN THE COMPANY'S ESTIMATE.
IT IS CUSTOMARY IN THE INDUSTRY TO ASK ABOUT THESE PARAMETERS, AND THEN INCLUDE THESE ADDITIONAL COSTS IN THE ESTIMATE.
WE FEEL THAT IT WAS A HIGHLY DECEPTIVE BUSINESS PRACTICE TO (1) NOT INFORM RIPPED OFF CUSTOMER IN ANY PHONE CONVERSATIONS ABOUT THE EXTRA CHARGES, WHICH INCURRED AN ADDITIONAL $550 TO THE MOVE, AND NOT INCORPORATE THESE EXTRA CHARGES INTO THE ESTIMATE, WHEN IT WOULD HAVE BEEN VERY SIMPLE TO GET THIS INFORMATION AND INCLUDE IT IN THE ESTIMATE. (2) IT WAS ALSO HIGHLY DECEPTIVE BUSINESS PRACTICE TO NOT INCORPORATE THE ADDITIONAL INFORMATION WHICH RIPPED OFF CUSTOMER GAVE TO TINA ON THE PHONE ON THE ADDITIONAL BOXES. TINA SHOULD HAVE MADE CERTAIN THAT WE RECEIVED A NEW ESTIMATE ONCE RIPPED OFF CUSTOMER HAD THE EXACT NUMBERS FOR HER ON THE PHONE. THIS INCURRED ADDITIONAL CHARGES OF $2,5000.
IN TOTAL, DUE TO EXCEPTIONALLY DECEPTIVE LACK OF COMMUNICATION, RIPPED OFF CUSTOMER INCURRED AN ADDITIONAL $3,000 OF MOVING EXPENSE ON TOP OF THE ESTIMATE THAT WAS GIVEN TO HIM, DESPITE THE FACT THAT HE GAVE TINA ALL THE RELEVANT INFORMATION ON THE PHONE. THE ESTIMATE WAS SIMPLY NO GOOD AND DID NOT REFLECT THE FINAL INFORMATION THAT RIPPED OFF CUSTOMER GAVE TO TINA. THIS DECEIVED RIPPED OFF CUSTOMER INTO GOING WITH THE COMPANY.
HAD RIPPED OFF CUSTOMER KNOWN OF THE ADDITIONAL $3,000 IN CHARGES, HE WOULD HAVE FORFEITED THE DEPOSIT AND GONE WITH ANOTHER COMPANY OR TAKEN ANOTHER ALTERNATIVE, AS THIS WAS UNAFFORDABLE.
THE COMPANY MADE NO GOOD FAITH EFFORT TO PRESENT AN HONEST ESTIMATE IN ANY WAY WHATSOEVER. RIPPED OFF CUSTOMER PRESENTED EXACT INFORMATION IN A FOLLOW UP CALL WITH TINA, AND NO NEW ESTIMATE WAS PRESENTED TO HIM. ALSO, TINA DID NOT INCORPORATE ANY OF THE ADDITIONAL PARAMETERS, SUCH AS LOADING DOCK DISTANCE, OR PACKING OF PICTURES, OR TAPING OF BOXES, INTO THE ESTIMATE, AND SHE DID NOT INFORM RIPPED OFF CUSTOMER THAT ANY OF THIS WOULD INCUR ANY ADDITIONAL CHARGES.
THE COMPLAINT IS AGAINST EXCLUSIVE VAN LINES FOR DECEPTIVE SALES PRACTICES AND DECEPTIVE ESTIMATE PRACTICES DUE TO NEGLIGENT OR DECEPTIVE LACK OF COMMUNICATION ON CHARGES. THEN THE CUSTOMER IS BLIND-SIDED WITH A BILL THAT IS DOUBLE THE ESTIMATE, SIMPLY BECAUSE EXCLUSIVE VAN LINES WOULD NOT PRODUCE A NEW ESTIMATE WITH ALL OF THE EXACT INFORMATION.
This company is a complete fraud! First, this company will completely bait and switch you from the original quote. They take your inventory over the phone and then low ball an offer to look attractive. However, on moving day, they load the truck halfway and then they say "the move is going to cost this much more".
For my experience, not only were they 6 hours late on moving day, but after loading half of my things, claimed the move was going to cost nearly double of the original quote! Luckily, I had onsite quotes done by reputable moving companies and was able to dispute the fraudulent increase that Exclusive was trying to pass on to me. Sadly, this move only gets worse. Paula, is the worst customer service manager in the world. She is incredibly rude, demeaning and once she gets your check, she does not give you the time of day. I was sold a "pie in the sky" story about white glove service and great drivers etc.
The drivers were total bums. They left trash in my house, ordered pizza and had it delivered to my house and that sat around my living room making a mess while they took a 1 hour dinner break (after showing up 6 hours late). They also did not clean up their mess. On delivery the very "professional" driver showed up in sweatpants and a dirty t-shirt with pictures of stripper silhouettes. Very classy. They did not re-assemble or unwrap anything that was wrapped in plastic. I asked the driver if I had to notate damage the same day and he said I had 9 months to report any damage. There was so much damage and stuff poorly packed, it made me sick. However, once I filed my claim, Paula is reversing the drivers statement and saying that I had to notate everything on the day of delivery. Even though the drivers left before I could unwrap and unbox my items....total complete crook. I have notarized documentation and obvious photos showing the damage the created. However they will not even honor payment based on 60 cents per lb. When I continued to dispute the claim, Paula continued to lie and dodge my phone calls and emails. I have repeatedly asked for the contact info of her manager/supervisor but she tells me that she does not report to anyone....yet she does not own the company. Where is the accountability? She also said that I had to direct all additional disputes to the claim department, but she will not tell me who the manager or supervisor is of that department. She is a professional liar and bends the truth like no one I have ever encountered. I can not stress enough DO NOT USE this company. I have moved multiple times in my career and have always used the big names, they were terrific. I thought I would "save a buck" this time, but it has cost me so much more in actual money, frustration and wasted time.If i hat to rate the integrity of Exclusive Van Lines and Paula, they would get a 0/10. So sad companies/people like this are actually conducting business.
Exclusive Van Lines Reviews
Exclusive Van Lines is a very unprofessional company that uses extortionist & bait and switch tactics to force the consumer to pay a higher amount than they were initially quoted. We made the mistake of hiring them for a job relocation from Baltimore to the Gulf Coast, and had to pay for everything out of pocket. I itemized every single thing going on the truck, and the day of moving they jacked up the price over another $1700, claiming we really had 1620 cu ft from the previous estimate of 1202 cu ft. It's not possible that our furniture expanded by more than a 5'x10' storage unit, and the excuse from the driver was "sometimes furniture is different sizes". That isn't possible when they still left several large items off the truck that were on the lower estimate. The increased cost also included $600 in packing materials that they blindsided us with after we specifically went over everything that had glass.
They deliberately packed couch/chair cushions in four wardrobe boxes so that it would take up more room, which is deceitful. Then when they started to run out of room on the truck, the driver starts asking me "What do you want to leave behind?" -are you insane?! What kind of dishonest and malicious company conducts business that way?! I wish we had done more research as movers that give you an estimate based on cubic feet are not reputable, according to several sites I have now discovered.
They deliberately mishandled our property, causing over $8700 of damage in replacement costs, and the initial salesperson as well as two of the movers claimed that we would receive full replacement value and the ".60 per pound" didn't apply to us. The day of moving they show up with paperwork stating that full replacement value would double the cost, and forced us to sign stating that we would not get full replacement value, as there was no way we were going to pay double after they jacked they price up over another $1700. We would have never hired this company if this had been brought to our attention before we made a deposit. Over 75% of our boxes were crushed, perforated, and showed signs of being dropped. One of the workers was cussing in Spanish, flipped boxes on their sides clearly marked with arrows, and kicked our property across the truck that fell out of a plastic bin. They broke a glass top antique table within an hour of being there, and made the comment "We're not making any money on this move" and even had the audacity to demand a tip after breaking my antique table on the day of moving!
The positive reviews do not use common English and are vague, which suggests they were written by someone in another country and are fake. Our experience has been an absolute nightmare and the only manager we could talk to, Paula has been condescending and apathetic. They deliberately ignored our emails and phone calls, so we are escalating this by any means possible. They have not responded to our written complaints about their employee's behavior, nor have they offered any amount for the damage to our property. I have literally lost sleep stressing out over dealing with this company, and the fact that my antique furniture has lost value due to their incompetence. Do not use this company!
RIPPED OFF CUSTOMER SPOKE WITH EXCLUSIVE VAN LINES TO RETAIN THEM FOR HIS OUT-OF-STATE MOVE ON DECEMBER 28, 2016, FROM FLORIDA TO CALIFORNIA. AN INITIAL, PRELIMINARY ESTIMATE WAS MADE BASED UPON INFORMATION GIVEN TO A SALES REP WHO INFORMED RIPPED OFF CUSTOMER THAT A FINAL ESTIMATE WOULD BE COMPLETED BASED UPON ANY NEW INFORMATION. RIPPED OFF CUSTOMER WAS CALLED BY TINA OF EXCLUSIVE VAN LINES, AND RIPPED OFF CUSTOMER GAVE TINA THE FINAL SPECS (NUMBER OF BOXES, ETC), AND NO NEW ESTIMATE WAS MADE WITH THE NEW INFORMATION. THE MOVERS CAME, AND NO NEW ESTIMATE WAS PRESENTED, ALTHOUGH EXCLUSIVE VAN LINES WAS TOLD ALL THE NEW INFORMATION ON THE PHONE.
ADDITIONALLY, THERE WAS A LOADING DOCK AT A CERTAIN DISTANCE FROM THE APARTMENT, ALSO A STORAGE UNIT WHICH INCURRED A CERTAIN DISTANCE, ALSO PICTURES TO BE WRAPPED, AND SEVERAL BOXES WHICH WERE TAPED UP. THERE WERE A NUMBER OF ADDITIONAL CHARGES WHICH RIPPED OFF CUSTOMER WAS NOT INFORMED OF AHEAD OF TIME. THESE CHARGES COULD HAVE EASILY BEEN MENTIONED WHEN TINA SPOKE WITH RIPPED OFF CUSTOMER. TINA SIMPLY SAID, "WE CAN DO THAT", BUT LEFT OUT THE CRITICAL INFORMATION THAT THESE THINGS WOULD BE DONE FOR A CHARGE. IT WAS ALSO CRITICALLY IMPORTANT THAT THESE EXTRA CHARGES ALSO WERE NOT REFLECTED IN THE COMPANY'S ESTIMATE.
IT IS CUSTOMARY IN THE INDUSTRY TO ASK ABOUT THESE PARAMETERS, AND THEN INCLUDE THESE ADDITIONAL COSTS IN THE ESTIMATE.
WE FEEL THAT IT WAS A HIGHLY DECEPTIVE BUSINESS PRACTICE TO (1) NOT INFORM RIPPED OFF CUSTOMER IN ANY PHONE CONVERSATIONS ABOUT THE EXTRA CHARGES, WHICH INCURRED AN ADDITIONAL $550 TO THE MOVE, AND NOT INCORPORATE THESE EXTRA CHARGES INTO THE ESTIMATE, WHEN IT WOULD HAVE BEEN VERY SIMPLE TO GET THIS INFORMATION AND INCLUDE IT IN THE ESTIMATE. (2) IT WAS ALSO HIGHLY DECEPTIVE BUSINESS PRACTICE TO NOT INCORPORATE THE ADDITIONAL INFORMATION WHICH RIPPED OFF CUSTOMER GAVE TO TINA ON THE PHONE ON THE ADDITIONAL BOXES. TINA SHOULD HAVE MADE CERTAIN THAT WE RECEIVED A NEW ESTIMATE ONCE RIPPED OFF CUSTOMER HAD THE EXACT NUMBERS FOR HER ON THE PHONE. THIS INCURRED ADDITIONAL CHARGES OF $2,5000.
IN TOTAL, DUE TO EXCEPTIONALLY DECEPTIVE LACK OF COMMUNICATION, RIPPED OFF CUSTOMER INCURRED AN ADDITIONAL $3,000 OF MOVING EXPENSE ON TOP OF THE ESTIMATE THAT WAS GIVEN TO HIM, DESPITE THE FACT THAT HE GAVE TINA ALL THE RELEVANT INFORMATION ON THE PHONE. THE ESTIMATE WAS SIMPLY NO GOOD AND DID NOT REFLECT THE FINAL INFORMATION THAT RIPPED OFF CUSTOMER GAVE TO TINA. THIS DECEIVED RIPPED OFF CUSTOMER INTO GOING WITH THE COMPANY.
HAD RIPPED OFF CUSTOMER KNOWN OF THE ADDITIONAL $3,000 IN CHARGES, HE WOULD HAVE FORFEITED THE DEPOSIT AND GONE WITH ANOTHER COMPANY OR TAKEN ANOTHER ALTERNATIVE, AS THIS WAS UNAFFORDABLE.
THE COMPANY MADE NO GOOD FAITH EFFORT TO PRESENT AN HONEST ESTIMATE IN ANY WAY WHATSOEVER. RIPPED OFF CUSTOMER PRESENTED EXACT INFORMATION IN A FOLLOW UP CALL WITH TINA, AND NO NEW ESTIMATE WAS PRESENTED TO HIM. ALSO, TINA DID NOT INCORPORATE ANY OF THE ADDITIONAL PARAMETERS, SUCH AS LOADING DOCK DISTANCE, OR PACKING OF PICTURES, OR TAPING OF BOXES, INTO THE ESTIMATE, AND SHE DID NOT INFORM RIPPED OFF CUSTOMER THAT ANY OF THIS WOULD INCUR ANY ADDITIONAL CHARGES.
THE COMPLAINT IS AGAINST EXCLUSIVE VAN LINES FOR DECEPTIVE SALES PRACTICES AND DECEPTIVE ESTIMATE PRACTICES DUE TO NEGLIGENT OR DECEPTIVE LACK OF COMMUNICATION ON CHARGES. THEN THE CUSTOMER IS BLIND-SIDED WITH A BILL THAT IS DOUBLE THE ESTIMATE, SIMPLY BECAUSE EXCLUSIVE VAN LINES WOULD NOT PRODUCE A NEW ESTIMATE WITH ALL OF THE EXACT INFORMATION.
This company is a complete fraud! First, this company will completely bait and switch you from the original quote. They take your inventory over the phone and then low ball an offer to look attractive. However, on moving day, they load the truck halfway and then they say "the move is going to cost this much more".
For my experience, not only were they 6 hours late on moving day, but after loading half of my things, claimed the move was going to cost nearly double of the original quote! Luckily, I had onsite quotes done by reputable moving companies and was able to dispute the fraudulent increase that Exclusive was trying to pass on to me. Sadly, this move only gets worse. Paula, is the worst customer service manager in the world. She is incredibly rude, demeaning and once she gets your check, she does not give you the time of day. I was sold a "pie in the sky" story about white glove service and great drivers etc.
The drivers were total bums. They left trash in my house, ordered pizza and had it delivered to my house and that sat around my living room making a mess while they took a 1 hour dinner break (after showing up 6 hours late). They also did not clean up their mess. On delivery the very "professional" driver showed up in sweatpants and a dirty t-shirt with pictures of stripper silhouettes. Very classy. They did not re-assemble or unwrap anything that was wrapped in plastic. I asked the driver if I had to notate damage the same day and he said I had 9 months to report any damage. There was so much damage and stuff poorly packed, it made me sick. However, once I filed my claim, Paula is reversing the drivers statement and saying that I had to notate everything on the day of delivery. Even though the drivers left before I could unwrap and unbox my items....total complete crook. I have notarized documentation and obvious photos showing the damage the created. However they will not even honor payment based on 60 cents per lb. When I continued to dispute the claim, Paula continued to lie and dodge my phone calls and emails. I have repeatedly asked for the contact info of her manager/supervisor but she tells me that she does not report to anyone....yet she does not own the company. Where is the accountability? She also said that I had to direct all additional disputes to the claim department, but she will not tell me who the manager or supervisor is of that department. She is a professional liar and bends the truth like no one I have ever encountered. I can not stress enough DO NOT USE this company. I have moved multiple times in my career and have always used the big names, they were terrific. I thought I would "save a buck" this time, but it has cost me so much more in actual money, frustration and wasted time.If i hat to rate the integrity of Exclusive Van Lines and Paula, they would get a 0/10. So sad companies/people like this are actually conducting business.