Connected Van Lines

There are so many things wrong with my experience with this company that its hard to summarize. I give them two stars only because I ultimately received my items… although it took months, lots of unanswered phone calls, lies about the whereabout of my items and a $700 increase to my original price. Do yourself a favor and use a better company or take your items yourself. It took me almost two months to get my stuff and the problems started well before COVID19 so they can’t use that as an excuse for trash service. My move was from DC to CA. You should know first and firstmost that this company is a broker company. They are not the ones actually moving your items and frankly, as I’ve learned they don’t give two sh*ts about you or your items, just as long as they get the payment. The troubles with my order started with a familiar name amongst the rest of the reviews I see online, Kristopher. In my check up call Kris informed me that a few changes to my items in lieu of other items would be okay. For example, more larger boxes instead of fewer medium boxes etc. Kris assured that changes like this would be okay and there would be no issue. This was not the case when the movers showed up. In addition the Movers (NEA Vanlines) also informed me that my bed did not include my bed frame. This is some that everyone I spoke to at the company (Mike Anthony, Josh, Kris) informed me that was included. I called the customer service line (it was 7pm at the time of pickup) and I was shocked to hear this and that it would cause my price to go up significantly, I was told by Victoria that since the movers were there I had to do and pay what they say. And that it would be sorted out later… It never was. The pickup (NEA Vanlines) was awful and the wait made the experience incredibly worst. After storing my items in storage for one month I called them on 2/29 to let them know the address to deliver. Three days later I was told my items are on a truck and would be delivered within the week. Two days later I called back to get the delivery time and was told they didn’t know where my stuff was. Turns out my items never left the storage unit and was still in New Jersey! And they apologized and told me they confused my order with someone else’s. For weeks, and I emphasize that it took weeks, I had to call everyday to see if there was any update on where my items were and I was given “We don’t know”s and “You should just wait and we’ll call you when we have an update”. Mind you I was without a bed clothes etc for 6 weeks! My belongings didn’t arrive in California until Mid April. The drop off movers were not the same movers from the pick up (Thank God) and they were nicer and admitted that they took time off due to the pandemic. But that should have been communicated through the mover company broker or me. They protected themselves in their contract by saying that a late fee is deducted if the items are late 30 business days… which they were only 2 days away from. My headboard was damaged but honestly I’m so done with this company that I’m not going to even go through the claims process. Please Please Please don’t use this company. Save yourself the worry. Carmen (or Karen) is the only person that showed compassion and tried to locate my items.