Customer ReviewsforProvidence Van Line Incorporated

We booked providence van lines on 4/20/22. At the exact time Of booking (job# ********) (within moments of them making me sign their contracts over the phone) without being given time to read the fine print AND they made me give my bank account info to draft their $2500 deposit! Then they transfer me to another department to “finalize” Things, they tell me that the arrival date for our goods and our only car we had towed out of State will be within 7-21 days! So i say no way, we have 3 kids and only have one car, we cant have a 3 week window of not having our items and our only car!! The red flags were all there! So, i say to them: that timeline doesn't work for our family. So they send me Back to Nick who originally checked us out and made me sign the contract Without reviewing it and paying our deposit. Nick then “assures” me that the 21 day window is not accurate and that he will make sure our items arrive within 7 days. So we trusted this company, bought our plane tickets and rental car for a family of 5 and planned to have them drop off Our car and goods upon our move in May. 9 days later my husband and i are still concerned about the 7-21 day arrival window because we didn't get anything in writing for our new 7 day window they “assured” us on. So i call to cancel our trip and they tell us we wont be getting our $2500 back! We are also out a plane trip and car rental for 5 people!! So i explain to them what a hardship this was and they say that the deposits are completely non-refundable (which i never got to Acknowledge when I was asked to sign documents and finalize payments while on the phone). So I ask To speak to a supervisor and their company lawyer ends up Calling me but after explaining how I was taken advantage of, given false info. And made to sign their contract without ample time to read and review, he ends up telling me they will NOT refund my money. We lost so much money from this awful company. $4000 and counting! No services provided!

********* *****, We are very sorry to hear this. The transit delivery windows are not exclusive to our company, and neither is the non-refundable deposit policy. The 21-business day window is the maximum delivery spread allotted by the Department of Transportation for a cross-country move. Cross-country, is considered circa 3,000 miles. That breaks down to 7-business days per 1,000 miles traveled. By D.O.T law, we are required to give you, according to the mileage between your two zip-codes, (1398-miles) a 7-21 business day window. Please this excerpt from your contract that has the delivery windows listed in 18 font. Delivery times are only approximations. Delivery dates are not guaranteed. See below. 0-200 miles 1-3 business days. 201-500 miles 1-10 business days. 501- 1000 miles 3-14 business days. 1001- 3000 miles 7-21 business days. Every other mover out there would have, according to the D.O.T, had to quote you the same contractual delivery spread. As you can see from the contractual excerpt above, there is no fine print within our contracts. It's all 14-18 font. In your review, you also mention, planning to have your household goods and vehicle delivered on May 9th. That would conflict with any moving company. No moving company can guarantee specific delivery dates at the time of scheduling. Unknown traffic situations are the major reason for this. We are not "an awful company," but we do, as any other company, stand behind our policies. Thank you and have a nice day.

Comically bad move. Packers decided to load items into the bed of a personal pickup truck. The truck flipped on the highway, and presumably, our belongings ended up on the side of the road. The truck was impounded and we're not sure where some of our belongings ended up. 10 days after the move we did receive three beat up boxes with items haphazardly thrown in (including a live plant at the bottom of one of the boxes). Like other reviewers, several pieces of furniture arrived broken. Thousands of dollars of items did not make it to our new home. After unpacking each box, we realize that we no longer have cookie sheets, cake pans, Pyrex, winter boots, coats, draperies, bedding, tools, and an entire California king bed-- to name just a few things we lost. Among items broken were a 50' television, dining room buffet, table, two lamps, artwork, and an outdoor fountain. Making a claim is a lost cause as we would receive pennies on the dollar, and that's only if the claim was approved. We've already spent thousands replacing the household items we need. This is our 24th move, and by far the least professional, most costly to date. I recommend no one deal with Providence and absolutely avoid Coach USA, the movers Providence brokered to haul our belongings. Providence was great until the rep we worked with realized we had a problem. Then, he was nowhere to be found. He did not return calls, and when we finally tracked him down, he would say, "Oh! You were on my list of people to call today." Hmmm. For weeks, we were so frustrated that it became unhealthy. Not only were we dealing with moving to a new state, but we were continually reminded of how much the company's negligence was costing us. At this point, we have no moves left to make, other than report Providence and Coach to the Department of Transportation, Federal Motor Carrier Safety Administration

**** *********, Yes, the small amount of your goods from your second stop had to be loaded on a separate truck. Your goods overflowed the first truck and to save a huge delay they were loaded on the smaller truck. The driver did wreck and a passenger, (a crewman) was injured. We have insurance, I am sending you the claims information in order for you to file your claim. We apologize for the issues you have reported, but let's fix it. Respectfully, management.

I thought others considering Providence Van Lines might be interested to know that the company has yet to make a move on our claim (see review from 8/12/22). We've done everything asked of us, and yet, nearly five months later, we've received no response. We have hired movers at least 24 times and I cannot over-emphasize how poor this entire experience has been. To date, we've counted losses of more than $7,500, and that's giving the movers a break. We did not include the value of sentimental items (like art made by my late father) or anything that was not in perfect shape (like a guest room bed frame and family photo frames). We omitted several items that we later realized were never delivered. In other words, we've been fair and handled things properly. Providence has not. We are reaching out to both the Department of Transportation and the Federal Motor Carrier Safety Administration on Monday. And due to the fact that the movers opted to use their own vehicle to transport many of the lost items, we suspect we will end up in court. Yes, we signed a contract, but that contract led us to believe that movers would professionally pack our possessions and load them into a truck designed to move household goods -- not the back of some guy's pickup truck. Providence breached its contract. Please, despite the pithy statements left by a company representative (you can see the insultingly patronizing comments left by the company on our 8/12 review), look elsewhere for a moving company. You'll thank yourself later.

After more than five months, we heard back from moving company representatives today. They offered us $90 to settle our claim. Given that the moving company decided to move many of our items in the back of some random guy's pickup truck and has, to date, cost us $7,500 in lost and broken items, $90 does not seem like a good-faith offer. I cannot emphasize enough how bad Providence Van Lines is. I would not recommend them to anyone interested in a professional, seamless move. You owe it to yourself to look for another company. In the meantime, we'll be going to court.

I 10/10 would not recommend using providence van lines. I choose them because they seemed to be the most affordable option for my out of state move. Mind you I only had about a studio apartments worth of stuff. I was originally quoted $2800 and paid a deposit of $1200. Red flags started to fly when it was days before they were supposed to pick up my stuff and I couldn't get ahold of anyone. I called for 3 days and no one would answer. I also emailed. Finally the day before they are supposed to pick up my stuff I get a call. Stating that the actual moving company would be coming in the next 2 days and at that point I needed to contact the moving company. My unfortunate luck I ended up with insta movers. I was told they would be coming either on June 1st or 2nd. Finally mid day on June 1st I get a call that they will be coming between 11-3 on on June 2nd and I WOULD RECIEVE A CALL when they were an hour out. 2p rolls around and I decide to call since they were supposed to be there within the next hour, and they said they were running behind but FOR SURE would be there on the 2nd. 7p no call, no show. June 3rd I was ready to start calling as soon as they open and I finally got a call from my driver. They arrived and he proceeded to add on $1800 worth of charges. I had sold items that I was originally quoted for. I HAD LESS STUFF THAN ON THE QUOTE. Absolutely ridiculous. Added on fees for disassembling furniture although that was included in my original quote. He left and right added on more fees anywhere he felt he could sneak them in, they already had all of my furniture loaded and wouldn't let me argue any charges. Why on earth is Providence van lines quoting if they can't provide an accurate quote. To top all of this off, you are guaranteed your furniture in 7-21 "BUSINESS DAYS" my furniture took well over a month and a half to arrive.

******* ******, First of all, I would like to apologize to you for the delays that took place getting the truck to your residence. We had to pull one truck from the road and send a replacement due to mechanical failure. You were charged some additional necessary fees but they were warranted. You were not charged for furniture disassembly. That service was included within your price. It is not my intention to argue with you at all. I would like to discuss offering you a discount when you are available. Thank you.

Reached Providence Van Lines on 6/22/22 for a move from Ohio to Maryland for 7/30 spoke first with Charles and was quoted approx $5600 for approx 1000 cat for the move. was then contacted by Dean , stating that both he and Charles work for the same company and the quote should be based on a list of items that would determine the cubic feet to be charged. Emailed list of furnitures that will be moved and Dean calculated and sent me a binding quote of $4900.00 ALL IN with a $1400 deposit to confirm a move date of either 7/29 or 7/30. Received call from Wesley..in Quality Assurance (laughable) asking if there were any non packed items , e.g ironing boards, rugs, bikes, etc. These we had and additional boxes, which we added after we removed an entire queen bedroom set from the original list of items. With the addition of 20 boxes, the price immediately went to approximately $6300. And i was told I had to pay an additional $790 for the deposit to secure the move date. I had all the items added removed including ALL BOXES from original list. emailed Wesley and Dean pictures and a list of the furnitures that will be picked up, bringing the list of items back to the original quote minus a bedroom set, and still the amount remained at $6300. On 7/24 Wesley confirmed that the cost would be $4900. On 7/30 Prudential Van (?) lines arrived for the pick up at 11:30 am, with documentation received from Providence Van Lines stating that the prices was STILL $6300, and a list that was incorrect. We requested a delivery date AFTER 8/3, but Providence showed up unannounced on 8/2, they Providence, confirmed that they missed calling us re the delivery, and that “the situation is what it is now” and cash certified check or money order must be presented. If unable to receive furn we would be charged $1.50 per cft for redelivery. Several attempts to make payment failed and we are now charged $1250 for redelivery. Price now 6,150. will have to be paid to get furn. AVOID THIS COMPANY!!

Customer: ******* ******  Reference No: ******** Delivery status: Not completed Reason: No delivery payment reflected on our account (as per contract all pending balance are due prior to unloading). On Tuesday 08/02/22 our crew arrived in ******** ** to complete delivery for the customer mentioned above. Upon arrival of the crew the customer was not present. When we reached out to him, he said he did not receive a delivery update the previous day. I immediately called the customer and apologized for the inconvenience. I then asked if he was available to receive shipment, he confirmed that he could not be physically present but his fiancé was at home and able to receive household items. With this being said customer accepted this delivery. Since they were not expecting the crew to arrive on Tuesday, they did not have a money order or/ certified check ready, I then explained to the customer *******, that Zelle and wire transfer are one of the payment methods accepted for final delivery, which he chose Zelle as his payment method. Around 1:00PM he confirmed he was going to make a Zelle transaction for the amount of $3,500. He then called back and said he was going to pay only $3,000 via Zelle and asked for advice on how he could pay remaining balance. We approved a credit card transaction (since there is no credit card payment accepted on final delivery) and waived the 4% convenience fee due to the delivery miscommunication. Around 1:30 PM customer confirmed he completed the transaction via Zelle for the amount of $1,977.00 but it was not reflected on our account, we waited for about 30 minutes but there was no transaction for that amount. While we were working on trying to figure out what was happening with the Zelle transaction, I told the customer to send us a screen shot of the transaction which he did via text message and email around 2:20PM. As you can see the screenshot said that the transaction was in progress. I received confirmation from our billing department that it arrived at 5:25pm on 08/02/2022 (3 hours after customer sent proof of payment) by the time it arrived our office was closed. Since the customer was going to pay $1,977 via Zelle, there was a remaining balance for the amount of $1,523. This remaining balance was going to be paid with 2 different cards as per customer instruction. He agreed to pay $1,000 with one card and $523.00 with the other one. I explained to him that in order to receive these payments a credit card authorization form must be signed and invoices were going to be sent to his email for him to complete balance due. The first authorization form was signed for the agreed amount of $523.00, however when the second one was submitted it was for $900.00 ($100.00 short). I called customer back to explain that all invoices need to match the authorization form, which he then told me he would increase his pending payment of $523.00 to $623.00. I then proceeded to send a new (3rd one) authorization form that would reflect this new change. Once this last form was received there was a typing error on the expiration date as you can see on the attachment. I reached out to him once again to explain that we cannot accept an authorization form with a typo error. By then it was 2:45pm and no payment had been received neither Zelle transaction nor payments via credit card. I believe at that point there was a level of frustration because the customer said on the phone the following line “You know what, keep the furniture, I no longer want them” right after this comment we informed our crew that they could leave and return to the unit because it was clear to us that the customer was not ready to receive shipment after I had given him alternatives to pay and stay on the phone for hours guiding him. Minutes after he had a change of heart and he gave us a call saying he was ready to receive shipment on Friday, August 5, 2022. I had to explain to him that we could not guarantee delivery on that date because he has a flexible delivery contract and his account was currently under review. I remained patient and understanding at all times but as I told the customer I believe he acted on bad faith and was not honest from the beginning. Our crew also remained patient at all times waiting for our final instruction and they had all the intention of delivering the customer his household items. This all could have been avoided if the customer would have advised us upon arrival that he was not ready to receive his shipment (one because he did not receive confirmation the previous day and two because maybe he was not ready with the total amount since he was finding ways between bank accounts and multiple credit cards to complete payment). We would have been more than happy to work with the customer and re-arrange this delivery. I have read one of the emails sent to us stating that his first available day was 08/04/2022. His long-distance delivery form was signed 08/01/2022 as his FADD on the bottom of the form where customer is requested to reenter FADD he wrote down 08/03/2022 instead of 08/01/2022 once again. We have sent the contract your way. We lost one day of operation affecting all customers scheduled for pickups and delivery after his. You have the following PDF attachments: $523.00 Invoice: not paid (cancelled because balance changed to $623.00). $623.00 Invoice: not paid. $900.00 Invoice: not paid. Credit card authorization form: only 2 forms, you can see typing error on one of them (we are unable to access the first one signed). Zelle screenshot: not reflected on our account after customer informed us payment had been completed Zelle payment: reflected on our account after business hours. Phone conversation: reflects the time Zelle info was provided and when proof of payment was sent. Dear B.B.B, Can you please provide a way for me to send you these 8-attachments? I would like you to have a clear picture of what actually took place here. Thank you.

I choose Providence Van Lines because they had great reviews but I will never use them again. I feel I did not get the service that I paid for (more than $6,000 in total). I arranged my cross country move with Andrew from Providence Van Lines. He assured me he would be there for the entire move to make sure I got the service I deserved. Nothing like that happened. Andrew was not clear about the timeline of the move. I was told to expect about 10 days and it actually took about 26 days. I was told one price and assured that if I did not have any significant additions then the price would not change. On they of the move I was charged an additional $2000 because they said my furniture was "too large" even though it was the exact list of furniture they were given when I made my original inventory list on the reservation. The only reason I had "extra items" on the list was because when my furniture was taken apart, every piece was listed separately so instead of the bed being list as one item it was now listed as 5 different items. When I tried to call and get answer to my concern, Andrew was never heard from again. I did hear from Diana a customer service rep but she never answered my questions either and she was never able to update my on the move progress. Eventually I had to stop contacting Providence and call the movers directly to find out any information. And when my belongings did finally arrive, the driver was the only person here to unload my belongings so I actually had to help him unwrap everything and move boxes. And when the driver went to put together the furniture that was taken apart at the beginning of the move he was unable to do that because the hardware for my bed and mirror had been lost. I had to contact the furniture manufacturer to order a replacement bracket so I could put my bed together. After all that it took months to receive the reimbursement check I was owed for the missing hardware. The experience was terrible.

****** ********, Below is the database record from Diane. She explained to you why your cost increased. You had additional inventory which accrued additional space inside the truck. Your move was priced at $7.50 per cubic foot. 2368 miles was the distance between your 2-zip codes. Below Diane's database record is the database record when your move was verified. The rep clearly told you 7-21 business days. No one ever told you 10-days ma'am. Thank you. 01/14/2022 04:37:41 PM DIANE Quoted 81 pieces VS 94 pieces on the BOL. This is where the price went up along with the packing charge of the Mirror - We picked up 13 pieces that weren`t on the inventory list making your price go up. I forwarded the BOL to you. thx, Diane. 1880936 11/23/2021 03:23:53 pm ******** ******** ****** ********-Verified, cswe, email, esign, addresses, phone numbers, Delivery 7-21 Business Days P/u back up date, ******* ** **-explained price will remain the same unless items are added, Payments explained, dispatch to call the afternoon before to give p/u time, **** explained, understands delivery window BEGINS on date they give ************ Rep Remarks

I was told one price based on information I gave them. I even added more boxes to be on the safe side. When driver came to the house an hour late and short of help, he added stuff I didn't have ( desk, grill and something else) He said brokers always give the wrong amounts then blame them. He said we were charged for 2 hand held tool boxes when in fact on our contract said 2 56" tool boxes. Also he did say we had less boxes but they weren't all the same sizes. We had Home Depot medium boxes and lowes medium boxes. I also told them I did have 2 Christmas tree size boxes and they called them something else, therefore upcharge. Our separate Washing machine and dryer was called a combo on their documents so another upcharge. On the contract also noted for 2 box springs, which we did not have, The estimate rose additional $3000. I told him that was not agreed, he called his office and didn't let us talk with them. When I tried to call them with driver there, I got voicemail and left message to call asap it was urgent- no call. We were on deadline so we told him, no we were not paying additional money. He left, leaving us to go to uhaul and scramble to get things loaded that night so we can get to our destination for new jobs. It wasn't til a week later after several calls we were told that we would not get refunded $1900.00. So to be that sounds like extortion, pay upcharge or lose down payment. We have tried repeatedly to get our money back but they said there is nothing they could do, no wrong doing was founded. We would like our money back to make this right.

*************,

The crew arrived at your residence on a Saturday. The sales & Customer service department are closed on the weekend. I just want you to know this so you don't feel that your call was ignored. You provided an inventory list comprised of 167 items. The crew arrived and there were more items than you reported. You contracted us to transport a167 items. We arrived to do so, and we would have for the price quoted, but you did not want to do that and cancelled onsite. The truth is that there were substantially more inventory items than the 167 you reported during the estimation phase and you did not want to pay the additional shipping fees in order to have the totality of your inventory transported. At that juncture, you opted to cancel onsite. By doing so, you forfeited your deposit. Thank you, and have a nice day.

There were not more items in fact, the driver agreed there were fewer items. I have all documents including driver records. I have sent them to you and you still are ignoring what is in writing. There were fewer items and the driver added a few items we did not have. And also added for items that were already listed.

Ms. ****,

I interviewed the foreman of the packing crew. He informed me that the reasons for the cancellation were due to additional inventory that was discovered onsite that were not part of the list of items you provided at the time of scheduling. Our company guarantees that the price will not increase unless there are additional items shipped. You could have shipped the content of your estimate for the quoted price, but instead you cancelled onsite. I am sorry, but we do not refund deposits once the contract is signed and the dates scheduled. Thank you.

Took 30 whole days to get our stuff. We're consistently told "oh it's coming, it'll be there in a couple of days". We were living on air mattresses for 30 days as they had all our belongings. We were originally told 2-4 days. Our contract said 2-14 days based on our distanced move. Fine. But nope, 30 whole days. Double the contract, yet absolutely no compensation for it. Also, after being lied to consistently, our sales rep, Andrew, just stopped responding or calling us back. He also told me they were not a broker (they are) and that the people who picked up our stuff would be the same ones dropping it off. That was a lie. It went and sat in a warehouse 300 miles in opposite direction of our move. Also, they get you to sign with them by telling you "oh it sounds like you have X amount of stuff, which generally takes up X amount of cubic feet. So you will only be charged X amount and even less if you don't take up that much space." ....yeah they way under shoot that cubic foot number (they charge by cubic foot). Then when they come get your stuff, they tell you "oh well you have a lot more stuff so we have to charge you a ton of extra money for the space.

************,

Please allow me to address the "broker" issue. Providence Van Lines has 32 independent companies under their umbrella of service. These companies are linked to Providence Van Lines through carrier agreement contracts. The Department Of Transportation recognizes these contracts as constituting those carriers as proxy employees of Providence, so we do have our own trucks. The carriers answer directly to us and must obey our contractual agreements pertaining to services rendered under our network of service. We are not a "broker," we are a full service moving coordinator that services the entire continental United States. Now, let's discuss your invoiced costs. You provided an inventory list comprised of 51 pieces to our estimator. When the crew arrived to perform the pack & load process 58 pieces were discovered. 7 additional pieces of undisclosed inventory are the sole reason for the increase in shipping costs. Moving companies are shipping companies. A customer is billed according to the amount of goods shipped. In this particular case you just simply had more inventory than you informed our estimator of.

Didn’t show up for delivery and don’t have anyone to help. Total scam don’t use them

****** *****, Sir, the company database has no customer listed under your name. Please provide the estimate number so I may investigate. Thank you.