Air Van Moving

"Don't use them. Just don't. You'd be better off to hire toddlers from your local daycare. This was a local move. They were hired to pack and move. They did not give their staff adequate packing materials, time, or supplies. They threw things in boxes, damaged family antiques by improperly stacking them for storage - then decided to deny the claim. Despite detailed documentation. Since I can’t respond to “owner” you should check in with Nicole your GM and why she still isn’t replying with the information I requested months ago. She has my information. If you are really sorry you’ll do a better job actually fixing it."

"The moving of our belongings was actually quite good, and deserves a slightly higher rating, but the customer service was pitiful. Communication was often ignored, and they constantly seemed unprepared for the specifics of our move. Movers themselves arrived a day early and were somehow frustrated we weren't ready. They did begrudgingly wear masks, but not consistently, even though they had just come from NYC at the peak of the pandemic. When our invoice came we were charged for services that they did not provide, and it took two months of emails, calls, and finally an office visit to resolve. In the end everything was corrected, which I have to give them credit for. There is also the caveat that a third party company was also involved in our move, and some responsibility would fall on them as well. Ratings breakdown: Moving of belongings = 5 Movers' customer service = 4 Billing = 1 Admin customer service = 2"

"Every person I worked with was great, especially Mike. He answered all of my calls and questions. Tbh, the entire quote process was confusing. You have different options based on flat rate or binding and you put a lot of trust in someone to quote you. Mike was almost spot on, we were just 200lbs over and didn’t owe extra due to the binding contract choice. Our stuff was delivered in the time range they gave us but on the 2nd to last day. I wish i paid for expedited shipping. All of our stuff arrived in *almost* perfect condition which is why i gave 4 instead of 5 stars. Our stand up fan is broken, the blades won’t spin properly and we have tried fixing it. Our memory foam mattress topper didn’t get included in the mattress bag and just got rolled and put in the truck. It came back filthy and ripped. Our glider has a cushion on it and this came back with a big greasy-like stain. Luckily i got it out with washing. I’d use them again and watch them wrap everything specifically to track it all."

"Exceptional service; I'm so relieved! With all I had to do preparing to move, I just went with the only company that bothered to respond to my inquiry -- I lucked out. The company reps checked in often, kept the momentum going to help me move on time and answered all my questions courteously. The driver was friendly and professional both with 16 yrs experience. He called a couple days ahead to arrange the pickup time and logistics; he arrived on-site early, the experienced crew he hired arrived on time, and all was done with respect and efficiency. I was amazed at their packing skills and git-er-done efficiency; and they allowed me to help in ways I was allowed, like picking out boxes I knew were light to go on the top tiers. The same driver carried the load to the end, and again, had a great crew at the delivery end -- they even were so kind as to stack things by my sorting needs so that I could find things later. Only one minor bit of damage, which the crew pointed out, and I said, no worries, I'll fix that easily. The move couldn't have been better! Thank you, Air Van Moving reps, Clint, and all crew members!"

"Customer service is lacking. Estimator came out and that was fine. Following that, calls with various questions took several weeks to be returned with several more followup calls or emails having to be made. Requested wardrobe boxes be delivered in advance of move so closets could be packed up. Unwilling to do so created so much stress on moving days, since we were packing closets while movers worked around h us. The first day the crew was amazing and couldn't have been more helpful. The second day they were pushing to finish by 1 pm so they could get back to Tacoma and there were still things that could have been loaded onto truck. We had also rented another panel truck from a local vendor and ended up having to load more onto that by ourselves than expected because they ducked out so early. This was especially difficult and stressful since my husband was undergoing cancer treatment and I had limited mobility due to arthritis. We had packed most of our belongings, using our own boxes. I was only going to buy and use 8 wardrobe boxes which we would be charged for. They kept insisting that they pack our boxes inside of their boxes and I said no because that would add additional costs. Lead guy said that I wouldn't be charged because it was their call. Additionally, when trucks came to the new house, there were specific instructions to crew and a designated person to guide them as to where boxes were to be placed. All boxes were clearly marked as to house, with a specific room or garage, where most everything was to be stored as we would be embarking a on a major remodeling project. It was like herding cats. They were all over the map and for as methodically as we had planned it, it was totally chaotic and again, because they wanted to hurry to get back to Tacoma in the early afternoon. This job was not an hourly job, it was by weight. Boxes that were clearly marked for the garage were placed inside the house and house boxes were placed in the garage. I had paid the crew on the side and instructed them to unload that panel truck contents into the house. When I arrived the contents were in the driveway, totally exposed to the elements and a jumbled mess. They completely disregarded my instructions and told my husband that there was no more room in the garage. The boxes were marked for the house, bedroom bath and kitchen and we're not do supposed to go in the garage. When I called the office to complain, I was told that in addition to the bill that I had already paid, I still owed 500 for all of those boxes that the crew used that I said not to use. After Jennifer spoke to her manager their solution was to waive the 500 box charge and I could hire local movers to move the boxes that were dumped in the front yard and the boxes that were incorrectly placed in either the house or garage. There is simply no way that we can tell if items are damaged, beyond half a dozen pieces that we've come across with minor damage, a missing icebin for the fridge which I had to buy or the ice maker would not work and a piece of stained glass yard art that was broken. When I located the claim for m today to file the claim, it states all claims must be submitted within 30 days. We are now at 60 days, so I'm out of luck. Do yourself a favor and don't hire Air Van. Hire a company that is present, full service and cares about their customers."