Customer Testimonials

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.

The movers were great. Both move out and move in, especially the move in. Just wish there was better communications about scheduling. I understand there were schduling issues and every one was working to resolve the issues but updates and the cause of the scheduling issues would have been appreciated

I was frustrated by the inconsistent packing. One single Clorox wipes container that had been open was packed and the three that had not been open were not packed. I did not understand why some items, like dry goods/spices and canned food, we're not packed. Also, I specifically emptied and washed my olive oil bottle, and it was not packed. We had some minor damage to furniture and kitchen appliances, and NVL paid our claim. We had a few missing items, patio furniture and bicycle carrier , that NVL eventually tracked down and delivered a few weeks later.

The overall moving experience was overwhelming. The packing crew did a good job packing, but could have done a better job marking what was in each box. The loading crew was great. They were very careful in moving our furniture from the house to the truck. The truck drive managed the loading process and was able to complete the loading despite a 2 hour delay. The unloading team also was also very careful in moving our furniture into our new house.

Hauler was on schedule for delivery but had no help to unload doubling the time it took to get the move in complete. I did pay $250 for the tv pack and was not happy that the tv was removed and left leaning against the wall . Karen and Theresa were very helpful patient and responsive and I would not hesitate to recommend Joe Bonnie Moving. Thank you . Tina

Upon delivery of contents of our house we had stored and later moved, there was damage to some of the items (some caused by those who packed at home of origin). Upon receipt, 3 of 4 of our beds could not be put together due to damage and/or missing parts to the bed frames. Further damage to other pieces of furniture either when they were stored or transported. We were also missing 3 boxes/totes of "stuff" but because I couldn't be specific on the "line item" it appeared, and because they cla imed there weren't any missing boxes/totes as per the line items that arrived b/c we packed ourselves, there was nothing National Van Lines could do to compensate for those lost boxes. (I do believe they may have been delivered to a different household because they did try to give us items that did not belong to us and I told them they weren't ours). That's the part the actually was annoying; the driver telling us there is no way he would have been the one to have lost the 3 totes/boxes. In m y mind, if you tried to give me someone else's belongings who is to say you didn't give mine to the other household? He kept saying "trust me, I didn't get those items, they were lost prior to my pickup". Upon receipt of our contents and delivery into our new home there was some damage done to floors and door frames and walls. National Van Lines, however, was speedy with the claim I submitted, sending an "appraiser" to our home, and getting back to me with what we will be receiving per the ins urance we took out. Overall, I guess it all worked out, but everyone always wants to say "it's someone else's fault". Thankfully National Van Lines was easy to work with when it came to submitting the claim. I will also say that Ganna with Wayfinder was also extremely helpful throughout the entire 3 month process, from arranging pickup and storage to delivery.

The truck driver and the crew in Western New York were very professional and worked carefully at wrapping our furniture and loading everything in the truck. The crew in Arizona were paid a flat fee instead of by the hour like the Western New York crew. As a result, they rushed at unloading everything. There were a few dings and minor marks on the furniture that we feel happened because they were in a hurry. We mentioned it to the truck driver and he talked to them about slowing down. The truck driver we had was great! We feel he did a good job and kept us informed about everything. In the future, I would pay the crews by the hour and not a flat fee. This would prevent the crew from rushing to make sure they got done working as soon as possible.

Overall, the move went very well. A last minute decision to shuttle on both ends was determined, which increased the cost of the move and likely contributed to minor damage of some furniture. Also, we never received the $100 Amazon gift card that was initially offered since this was our 2nd move with National in the past year.