"Over Promise and Under Perform -- Avoid Them!"

If you need a moving company, then stay away from X Van Lines at all costs (8107 Chancellor Row, Dallas, TX 75247; DOT: 3391195 MC: 1089913). This was by far the worst moving company I could have hired to move several boxes of items and miscellaneous household goods cross country from Boston to Los Angeles. They promised they would do a good job and they failed to meet the minimum expectations even for a small load. If I could give a zero rating, I would. I will explain why. It is a long story, but worth the read.

The pickup in Boston occurred June 20 and we needed for them to hold the move items for a few weeks which they said would be no problem because they had their own warehouse. Then, they said they would schedule a truck for the target date we requested of July 8. They promised they could hold the items for a couple of weeks which would give them time to schedule a truck to get the items moved. “No problem” is what we were promised.

As the July 4th weekend approached, I knew it would take 4 days for the items to make the trek across the US. They said they were limited to 500 miles per day per DOT rules. Fair enough. I contacted them the weekend before the holiday to see where in the process the items were. No response.

Since we live in Texas, we booked airfare and a hotel room for my family in LA so we could meet the movers and ensure everything was unloaded. I continued to reach out via text and calls before and after our travel to LA and still got no response from them.

When July 8 came, I finally spoke with someone in Customer Service and discovered the items were still in Boston in their warehouse. Imagine my frustration after putting down about $2000 in travel costs and taking time off work to have nothing arrive after being picked up 3 weeks earlier. Had they communicated that the items were still in Boston before we left Texas, we could have moved our travel plans. When I told the CS Rep that I was unhappy, they just said that the July 8 date was just the first delivery date and they could deliver any time after that. And when I tried to ask why they didn’t contact me earlier, the rep kept cutting me off and talking over me. I just had to hang up because the rep was rude and obstinate. I went back to contacting the original sales rep that sold me on this company. He expressed shock that this had happened and promised he would help me.

Now, we fast forward to July 23. I have been texting the sales rep and the CS Rep about the status of our move for several weeks. On July 12, I provided a date range that would work for us (7/25 to 8/7) when the first suggested date they provided (7/19 to 7/23) would not work. No response from anyone at this company about when the items were scheduled for pickup in Boston for the move to LA. Then I get a call from the driver, apparently a sub-contractor, that the items will be delivered the next day on 7/24. X Van Lines didn’t bother to accommodate my request. They apparently only care about what was convenient for them.

I had told everyone at X Van Lines I spoke with or texted that we live in Texas and we needed time to plan another trip out to California. Of course they spring the moving delivery on us without any real warning while ignoring my requested dates of 7/25 to 8/7.

The sales rep who promised he would help me after the first delivery date was missed, pushed me off to the scheduling department because he had no influence on the move itself. Another empty promise made.

In the end, we got help from our awesome real estate agent who could meet the movers and sign for the delivery. The agent went above and beyond to help us. This agent knows how to treat customers.

The final cherry on top of this story is we told X Van Lines back on July 8 that trucks over 20 feet were prohibited from the community where the delivery was to be made. Did they tell the driver that? Of course not, The driver explained that this was typical behavior from all moving companies they work with. If XVan Lines had no intention of telling the driver, they should have told me to do their job for them. Pathetic.

As for X Van Lines, please heed this story of how they over-promise and under-perform. They clearly have no clue on how to communicate with customers and actually do the basics of moving items from Point A to Point B in a professional manner. Stay away from this company for your moving needs unless you want to write the next horror story on this review site.

"Not the best, not the worst"

An overall okay experience with X Van Lines. As for some negatives, the prices are very steep and there was poor communication regarding updates about delivery. My apartment was also damaged during delivery.

HOWEVER, the customer service team was very apologetic and helpful in finding a resolution to my concerns, shout out Nicole. Also, aside from the damage done to my apartment, the movers were all very hard working and friendly.

While I'm not completely satisfied with my overall experience with X Van Lines, in the end they did resolve my issues accordingly and provided the services that were agreed to.

"DO NOT USE THIS MOVER"

DO NOT USE THIS MOVER. They sound great at first, talked to Joe, got a quote thought this was going to be easy since all the other reviews are 5 stars. No. 2 days before my move that I had scheduled a month ahead, still hadn't received any type of confirmation or pick up timing. Kept calling, was told that I would receive a call from dispatch the day before. Still didn't receive any calls the day before so had to keep calling and calling and finally was put through with a supervisor, Joseph, that told me somehow my move had slipped through the cracks entirely. Come moving day, movers showed up late and did the poorest packing job ever (paid $400+ just for packing). Also tried to charge me fees that were not part of the contract and double what was listed in the original contract provided when I booked my move. Refused to give me a receipt of what I paid, told me I would receive that via email from the company. When my stuff was loaded, had to pay 1/2 of balance, few day laters I get a balance that doesn't reflect the half already paid. Called them and told them bank had a receipt of my check being cashed, was told I would get an updated balance, which never came. Called back few days later and was supposed to be transferred to supervisor however was hung up on and then phone number was unreachable. When delivery day came, the carrier tried to add more fees on top, (close to $800) most of which were written no where in the contract and the fee amounts that were, they were trying to once again get my to pay double from what was listed in my original contract. Most of my items are damaged, completely broken, soiled, or missing. A lot didn't have stickers on them so movers weren't sure what belonged to me and other items are unaccounted for. The inventory list they provided wasn't even complete. I don't know who wrote all these 5 star reviews but do yourself a favor and pick anyone else. Don't fall for this scam of a moving company,

"Solid movers!"

X Van lines is an amazing company. They were very thorough with my entire inventory list, let me give a virtual tour of my home. When the movers arrived it was their company that showed up and they itemized everything they loaded and even reached out beforehand to re-confirm before they came and got our stuff. When they arrived with our things everything was still wrapped up and the guys were very polite and professional. Will use this company again in the future.

"I would give them 0 star if I can"

I would give them 0 star if I can. This is the worst company I ever worked with, PERIOD. Picked up my stuff on the 25th of May and now it’s the 5th of June and MY THINGS HAVENT EVEN LEFT THE WAREHOUSE??! I’m moving from Baltimore to Chicago, and my stuff are somehow magically in Jacksonville, Florida, per my AirTag that I accidentally put in one of the boxes.

Customer service sucks also. There is ZERO communication from the dispatch team to me. One day they said my stuff will be on the road tomorrow and the other day they just changed their mind. And they won’t even take your call if you make them a little unhappy. Please Please Please for the sake of your sanity avoid this company.

"Outstanding"

A Stress-Free Move with Outstanding Service.

"Our experience with X Van Lines LLC was…"

Our experience with X Van Lines LLC was extraordinary.

"Always a nice experience working with them. "

The relocation was completed more quickly and safely since the strong movers had good lifting techniques.

"Awesome!"

They unloaded everything and reassembled our furniture (beds, couches, etc.) When they got to the new place. They really nailed it!