It’s long, but please read this before doing any business with Green Van Lines (GVL)
GVL completed a move for me from Dallas to NYC. Before the move, Arthur did a great job of selling the company as a whole, their reviews, and the care they provide. He explained the difference between them and brokers, and how GVL had their own trucks and people who handle moves. It sounded great, so I trusted them with everything I own on a cross-country move. I also paid an extra $750 (~$5,800 total move) to guarantee a 5-day window of delivery (normal range is 15-20 days).
This is exactly how things went on my move. No exaggerations.
First, I was assigned to Ross as my contact. Ross did a poor job of coordinating with me and my building in NYC. Often, he would not reply to emails, and when he did reply he would remove my roommate and building management from the emails. Eventually, I found out that GVL didn’t meet the insurance needs of my building in NYC or the state of NY. In NY, you must provide workers comp, and GVL does not do this. Ross left it to me to figure this out.
Then came pick-up day. The movers arrived 3 hours late. Generally speaking, they did a good job. They certainly didn’t pack my fragile items as Arthur told me they would, but they were professional and I was comfortable with the pick-up.
**Here is the important thing about all of the reviews you see on here** The movers told me they couldn’t leave until I completed a survey about their work. This “survey” was a link to a Google Review. They stand there and watch you give the review, which puts pressure on the customer to give a higher rating (remember this when reading other reviews).
Then Ross and Arthur went almost silent for 3 weeks. They wouldn’t answer my calls/emails. I had no idea when to expect my things.
Finally, we’re on the last day of the 5-day window that I paid $750 for, and they tell me they can’t make it. They removed the $750, but I canceled everything else in my life that week, so I could be there for when they arrived. If they would have given me any communication, I could have planned differently.
Then they told me my things would arrive the next Monday at 9 am, then 10 am-12 pm, then 5 pm, then 9 am the next day. Again, I’m canceling everything to meet them, and they can’t give me a trustworthy answer.
Finally, they arrive, and it’s two guys to unload a 2BR apartment. They only accept the second half of the payment in cash (the first half was taken at pick-up by certified check). And they make you give them the cash before they unload. Also, they were not employees of GVL in TX like they promised me. They were an unaffiliated carrier. GVR just gave our stuff to some guys from North Carolina and hoped for the best.
The final unload - Not to be dramatic, but it was gut-wrenching. Every box they unloaded was damaged. Some boxes were half the size that they left at. Boxes marked as fragile were nearly destroyed. It was only two guys, so they were moving quickly, constantly banging our furniture and art against door frames and walls. They were literally throwing boxes marked as fragile on the floor. The only thing that mattered to them was finishing. They had the cash. It’s not like I can do anything. When I finally opened my art, the glass in every picture frame was shattered.
Also, hey told me that my couch and table wouldn’t fit in the elevator, so my roommate and I had to carry them up 5 flights of stairs. The movers did not carry them up 5 flights of stairs, the customers did. Granted, they offered to carry them up for an additional $2K.
Worst customer service I’ve ever received and I have thousands of dollars in damages. It’s difficult for me to find something I own that is not damaged now. Do not use this company if you value your time, money, or belongings.
I don’t write reviews often, but it’s important that companies like Green Van Lines are held accountable to their promises and their work, especially when taking customers hard-earned money.