BEWARE OF THIS COMPANY. This is the first time Iâ€™ve ever written a negative review for a company, but Brightline Van Lines is dishonest with their pricing, refuse to communicate the basics about your move and have the worst customer service of any company Iâ€™ve ever encountered. After a long distance move from Houston to Seattle, I have been in an empty apartment for over two weeks because they were not honest about when my belongings would be shipped out; they have repeatedly given me false information. Regardless of the ownerâ€™s assertions otherwise, please believe the negative reviews of this company; the bad reviews are entirely accurate. For anyone interested, there is another negative review on the Florida website for the Better Business Bureau, as well.
A basic timeline: I had a very short four week turnaround between accepting a job in Seattle, moving from Houston to Seattle and then beginning work on September 9th. Even though I was in the process of booking with UHaul and paying more for professional movers to pack and unpack (with guaranteed delivery 9/2), Tanya at Brightline said that they could do it for a discounted â€œpiggy backâ€ move, essentially moving more than one household at once. Since I didnâ€™t yet have an address, she said they would store my belongings in a storage facility in Dallas until I called with a new address, and then they would immediately dispatch out my things. This was also confirmed by their sales rep on the day they picked up my stuff to transport to Dallas when I explained that I was about to sign a lease. He said they needed five days notice before transport.
One day after Brightline picked up my belongings on 8/22, I emailed Tanya with my new address and a delivery date of 9/2. After no reply to my email, I called and gave my address to the operations department and again told them I was moving in on 9/2. After leaving messages and not getting a call back, I finally reached someone on 8/31 and confirmed again the move in date of 9/2. At no point in any of the conversations did anyone say they would hold my belonging HOSTAGE until they have enough households to fill a truck. And they refuse to even give me a rough timeframe and will only give me less than 24 hours notice when they actually bother to show up — a big problem for someone who just started a new job and canâ€™t take time off of work.
In addition to all of the problems above, they charged me an additional $800 — a charge he did not tell me about until AFTER they loaded the truck. Because of this, they left me no choice but to pay it — a point I mentioned to him at the time. Part of the additional charge was based on the distance from my front door to the truck. The man who measured the distance did not have the proper equipment to measure it, so he walked out the steps and then tried to tell me it was 150 feet. When I told him that was not true because I counted his steps and he took 30 steps, he reduced it to 90 feet.
John Chavez, the â€œcustomer serviceâ€ manager, apparently believes that the best way to handle customer service issues is to be rude and repeatedly recite boiler plate language on the agreement, even though his sales representatives sold the moving package with false promises and inaccurate information. This company should Google search the term â€œbait and switch.â€ Finally, he said that I could send an email to Brightlines and cc Tanya to â€œcall her outâ€ (his words) and get a discount or compensation.
It took nine days to get a reply to my email, and then I was again slapped with boiler plate language, no offer of a discount and no apology. Itâ€™s September 15th, and Iâ€™ve been sleeping on an air mattress in an empty apartment with no belongings for two weeks. I had to buy clothes for work, but Iâ€™m without even the basics. And I still have no answer on when my things will be delivered.