What Our Customers Are Saying
This is a difficult survey to complete because we have experienced both ends of the spectrum with our moving experience. Our local representative from Odessa, Paul, does not even deserve a rating in my opinion. He did give us a very good quote after some negotiation but the actual experience was not acceptable. We had to do a virtual tour of our home with Paul due to Covid-19 which was totally acceptable. We pointed out with very specific attention our 2,000 pound Ft Knox safe that had to betransported from Midland to Grand Junction. Paul assured us that he would handle the proper arrangements to move this safe. We told him from the beginning that a safe moving company with special equipment had to move the safe into the house so we knew there would be issues with it. Each time we talked with Paul we mentioned the safe and our concerns. When Mike, our driver, called a week before the move we told him of our concerns as well. He tried to contact Paul to get more specific information. As far as we know, Paul never communicated with Mike in any way prior to the move. When Mike arrived to start loading our house he took one look at our safe and said he would not be able to move it for us due to concerns for his crew and the potential damage to our floors. At that point I believe dispatch began TRYING to communicate with Paul with no success. I believe they sent multiple emails as well as attempted contact by phone. At 5:00, when everything else was loaded on Mike'struck we finally contacted Paul. He denied that anyone from National Van Lines had tried to contact him at any time with concerns about the moving of the safe. Dispatch had provided him with the contact information for a company from Ft Worth who agreed that they could be on location the next morning by noon to load the safe into the truck. Paul denied having that information until he was challenged multiple times. At the end of our conversation with Paul that evening, he assured us that the proper people would be there the next morning to move the safe. The next morning Paul and his crew came to the house to move the safe with no special equipment other than protective floor coverings. Needless to say, we were extremely upset as was Mike. They did get the safe moved from the house to the van with a small amount of damage to the front steps. We do not feel that the safe was moved in a safe manner for the crew or our home. At one time one of the crew was supporting the safefrom below (that's a 2,000 pound weight over his head) fortunately the liftgate supported the weight and he was not injured. Then Paul had the audacity to ask Mike to pay his (Paul's} crew. With every justification, Mike refused to pay for a crew that he did not hire. At that time, Paul assured us that he would have a crew at the house in Grand Junction to move the safe in to its new location. You guessed it, there was not crew waiting at the door to move the safe. Mike spent multiple hours attempting to find someone to move the safe into the house. After looking at the moving pattern Mike and the guys determined that they could safely move the safe into the office and were successful. All in all, Mike and his loading and unloading crews went above and beyond what was necessary to make sure we hade a great experience with Nation Van Lines. We would recommend Mike to anyone for any type of move. Our experience with Paul was the exact opposite. He did not communicate. Nor did he keep his commitments. I would not recommend his agency under any circumstances. Thank you for your time. National Van Lines and Mike did an amazing job for us!! Sincerely, Jolene Moulton
We had a great experience with National Vanlines/Brothers Moving from Midland, TX to Greeley, CO
Mike and his team did a splendid job both at the origination and destination. They were on time, thorough and true professionals. I would definitely use their services in future and shall recommend them to my friends/family.
Good job Mike!!