Customer Testimonials

The shipping agent, Harry Goldman/Premier Van and Storage, was excellent, patient and very professional as well as the individuals that picked up and delivered the shipment. However, I consider National Van Lines to be a premium service and that the move did not reflect the high level of service I expected. The shipment had to be stored for 8 days and delivery delayed because NVL could not dispatch a driver for over a week. I understand that the pickup was the Friday (Jun 2nd) after Memorial Day but the interstate driver didn't pickup the shipment to Saturday June 9th. I appreciate the difficulties in getting drivers back from a holiday but in the end it's NVL responsibility to manage their book of shipments.

The packing from the old house went well. When we arrived at the new house heavy things were stacked on fragile boxes. We had some damage to a antique radio a expensive cabinet and a very expensive lamp. The second loads went better because I was there to supervise. I recommend putting on the insurance for you belongings and not by the pound Over all the move went farewell.

Lori was fantastic with communication, getting drop off a few days earlier than time frame, due to my schedule. Movers on both ends were professional, careful with HHG, fast. I did not like: Not knowing drop off until several days after pick up. Driving from TN to TX, I didnt know whether I had to dead head there ( (which I did) or whether I had time to visit friends along the way.

My experience with my move was mostly great. This is because my moving organizer from Las Cruces gets five stars and has been my main contact person. He knows all aspects of the moving business and has excellent communication skills. He is the reason that I gave a decent rating to the overall move. My move involved four steps: packing, picking up with a small truck, cross country van transportation, and small truck delivery to my new place of residence. The packing process was very conscien tious. I have not unpacked all of my boxes yet so I can't speak yet to every detail, but so far, everything I have unpacked has been in great condition. Pickup was efficient and professional. I was also kept well-informed of the cross country process. What I can say at this point in time is that it was only the very last stage of the move that created dissatisfaction. This was because there was no National Van Lines representative overseeing the final delivery. An 18 wheeler could not phys ically come to the final delivery point. There were three workers for the small truck delivery but they made the final step extremely stressful. The timing of their arrival was earlier than I was told. They were not methodical in their delivery. They were not careful, e.g. bumping into things, scratching some items, not checking off the inventory numbers, putting boxes in the wrong rooms, and stacking things haphazardly, etc. One of them actually told some neighbors to come in and help - wh ich did not help because it created more chaos and they were not trained or equipped to help. The local movers seemed to have one person who was more in charge than the other two but he worked alone and complained that he had to use his own tools and wasn't provided what he needed from National. He was also resistant to putting three items furniture back together that had been disassembled for the move (two beds and a dining room table). One item was scratched and a washer left on the carpet in the reassembly process. He also tried to get me to sign a complete waiver of all liability when I had already paid for insurance at full replacement value. I was and am still not confident that all items were delivered because of the way they were unloaded. I moved for health reasons and am a 72 single female so I was very dependent on my movers. I felt the final stage was disrespectful to me and to my things, not to mention unprofessional. But the first three stages involved great cust omer service and communication, and that is why the rating is as high as it is.

Our first experience with any movers whatsoever. While there were some problems, overall was a good experience. Our primary driver Saul was professional, courteous, and was in constant communication with us throughout the move, making sure we were properly taken care of. He was clearly knowledgeable with regards to packing things safely and effectively, as well as happy to explain what he was doing when asked. However, a few problems occurred during the move: 1) On the initial pick up day, o ur pick up time was shifted twice due to additional movers changing schedules on us. This was honestly perfectly understandable. 2) Our shipment was delayed due to another customer. We were informed this was not due to anything within the power of our driver, in fact, he had to modify their schedule to keep us relatively on schedule, which we greatly appreciated. 3) Upon arrival for drop off, Saul was unable to get any help whatsoever due to the previously mentioned rescheduling. This meant he was alone in unloading the whole vehicle. Again, not his direct fault, and I just felt bad that he was doing so much himself, and I ended up helping unload a few things myself. 4) Some of our boxes ended up damaged. Multiple had holes in them from the move, but luckily only 1 box had any damaged goods inside it, seemingly from having heavier things put on top of it. Unfortunately, what was destroyed was a limited edition item, and as such cannot be replaced. Ultimately, only a single thing was significantly damaged, with a few other cases damaged as well, but all of our expensive items and larger furniture made it unscathed. All of that to say that the move went about as smooth as expected, and due to the hiccups does not go above and beyond our expectations, but instead right about meets them, which is why it is not 5 stars.

Generally the movers did an excellent job. One issue was that the driver tried to fix an issue with the bed when he was putting it back together but wound up drilling a hole through the wooden railing. Would not have been an issue but he didn't tell me what he did. So i couldn't give them five stars.

Everything about my move was 5-stars with one glaring exception that I can't overlook to give them the 5-stars I wish I could. * The price was great and significantly lower than competing offers. * The sales person, DANIELLE PERRI, I worked with and who did my video pre-inspection to come up with the estimate was super helpful and accommodating throughout the entire process. She answered lots of questions and worked with me on the price. * The College Muscle movers who picked up my household goods were super. Four young people who seemed to know enough to be able to do the job well. They got everything packed up safely and securely in a reasonable amount of time. They navigated the challenge of an 8th floor apartment and having to manage an elevator and a truck at the end of a long long parking ramp. * The customer service/operations/scheduling folks who dealt with "the issue" communicated extremely well once they recognized the problem and went the extra mile to mitigate it. * The movers who picked up my stuff and delivered it were extremely top notch. ALL my goods were delivered in good condition. I've moved many times (14+), and this is one of the best teams If not the best teams I ever worked with. They delivered on a Sunday to get me my stuff soonest. Now we come to "the issue." After they specified a 14 day window for delivery after pick-up, they still missed the end date by 10 days. I don't know for certain, but I'm pretty sure they made no arrangement s to delivery my goods until I called to check on where my delivery was on day 10 of the delivery window after not hearing anything from them. I signed my contract and the move was booked 12 May. They new everything they needed at that point, but two months later they were scrambling to figure out how they were going to actually move and deliver my goods. Despite how exceptionally good every other part of the process was, this is a big miss. They rightly offered me a significant discount bas ed on the lateness and they took the amount off before I paid. They did not insist on payment before delivery (I think this may have been by accident since the movers that delivered my goods got them to me in record time given the date they picked up my goods.). They contacted me with the updated amount and I paid them promptly. I was inconvenienced by the lateness of the delivery, but I also feel like I was treated fairly and with care once the mistake was recognized. I want to emphasize how great every other part of the move was and want to especially recognize the team that worked with me to schedule my move after I called to check and also the movers that delivered my goods. In thinking about it, I would still use National Van Lines again, I just might start nagging them sooner on the delivery date, and hope they understand. The next time, I'm sure they'll deserve all 5 stars.

The driver was absolutely great. Dowah was punctual and communicative and helpful all the time. He went above and beyond--very personable. Joe Kim was a bit of a mixed bag. He messed up our intake appointment time...just didn't account for the time change (central to eastern) even though I made a point of confirming this via email. No big deal and I appreciated that he was able to meet with me when notified him of the error. When I was doing the video assessment with him at one point he said, "y ou have to tell me what you want us to move, I can't read your mind." I thought that was a bit rude, especially when I made it clear that everything was going. He then under estimated the number of books and paintings that were being moved EVEN THOUGH I SHOWED HIM EVERYTHING VIA VIDEO. When I got charged more (almost $1000), he said there was nothing he could do. This is fine. Whatever. But why do the video assessment if he's not going to get it right? That seemed strange to me. This was my second time using National Van Lines, I would PROBABLY do it again, but ask to work with someone other than Joe Kim. I paid over $10,000...Joe could be a little nice and a bit more on top of the game.

I moved from Michigan to Massachusetts, and National Van lines did a great job with moving my home furniture. They made sure all furniture is covered and protected for the move. The movers are string and disassembled and lifted my heavy furniture easily and reassembled it well. Great professionalism by the movers, they were polite and efficient. All pricing was upfront and I did not pay any extra fees, and I appreciate that as well. I am taking off one point because it took the truck 12 da ys to arrive to Massachusetts, which means I spent 12 nights sleeping on an air mattress, I would have appreciated a sooner delivery date.

Overall I would say things went well, however I wasn't happy with the delays in getting my stuff loaded. The pickup crew was supposed to notify me by phone the day before when they were coming and nobody called. Since it was a weekend, I was not able to reach anyone in the office, and my sales rep did not answer his work phone, so until they actually showed up I had no idea if they were actually coming or not. Once they arrived, they were very nice & professional, although I could smell beer on the breath of the one in charge toward the end of the loading. Not a good impression. The crew that delivered my things was also very nice & professional for the most part. They did call beforehand to let me know when they were coming, and they were right on time. There were a couple boxes that were crunched, but no damage to the goods inside. So I can't actually say that I would recommend National or use them again; I'd have to think about that.