Extra Mile VanlinesReviews of extramilevanlines.com

Reply from Extra Mile VanlinesNov 27, 2024

Melinda! I am so sorry to hear about your experience. Unfortunately I cannot locate a Melinda in our system that we have moved recently, we also have not been reached out to by any Melinda with any issues for us to resolve. Can you please reply with a job number so we can resolve your complaint. We also would like to verify this is a real review as I stated above I have no Melinda. Thank you and I hope to hear from you soon too make you a satisfied customer! 12/3- We still have not received a reply to attempt to fix this. If you are a real client of ours please reply with a job number so we can fix things for you!

Reply from Extra Mile VanlinesNov 19, 2024

Chris, we are sorry your experience with Extra Mile wasn't 100% satisfactory as it is always our intention to deliver every customer a great moving experience. That being said, things can go wrong during a move sometimes, that are beyond our control, but we are always here to fix any mistakes from our side. Please let me address your concerns. Yes, we are a broker and we never hide that fact. Our website clearly states this. In fact, if you were to go on our website, it says so right there on the homepage. But unlike many other brokers, we only work with a small and trusted network of carriers with a proven track record of success. Each of our carriers have multiple years of experience providing great moves for their customers. Your stuff was delivered within the 10-day allotted window as set by the DOT and this move was completed as per the terms set in the agreement. The only extra charge that you incurred was a Shuttle Charge (which is also a legal charge allowed by the DOT). This charge doesn't occur in every move, but only in cases where the truck doesn't fit into the space to allow the move to happen. Had we known about this issue at your destination before arriving there, we would've informed you about this charge beforehand as well. However, you had not mentioned anything of the sort and there's no way for us to know either. The additional charge is for shuttle service (when all of your goods had to be moved from the semi truck to a smaller truck in order for the truck to make delivery due to size constraints/roundabouts). This takes extra time and effort on the movers part and thus the extra charges. You said you understood this, but did not want to pay for the shuttle charge. Unfortunately this is out of our control as it is a charge the Carrier adds-on, and it is a standard charge with every single moving company that faces this scenario. We understand that it is frustrating when unexpected things occur during a move. Unfortunately, this was out of our control. We wish you nothing but happiness in your new home.

Reply from Extra Mile VanlinesNov 18, 2024

Steve, thank you for your review. We strive to deliver every customer a great moving experience and are sorry that you did not feel you received this from Extra Mile. We have a proven track record of success with thousands of happy customers to back this up, and regret when a customer is left unhappy. Please allow me to address your concerns. In our initial call with your wife, which we have a record of, she stated that anything over the amount of what the truck would hold, you would be taking in a U-Haul so as not to incur additional expenses. The moving truck was then indeed fully loaded with your things, and the only item left behind was a tool box which weighed in excess of 1,000 lbs. The weight of this item was not mentioned on the Zoom call and we have no way of knowing the weight without you telling us. The carrier would have needed extra equipment to move this piece, which would have meant an additional charge which you declined. The carrier went out of his way to further provide you with Free packing and crating, which they were under no obligation to do. As to the claim form, we texted you the claim instructions on 11/14 and have a screenshot to back this up as well. We truly do everything in our power to make sure every customer is satisfied and are sorry you felt otherwise.

Reply from Extra Mile VanlinesNov 14, 2024

We are so sorry to hear about your experience! The only way to be charged more money with our company is if there is additional items, space, or packing material needed on the day of the move then was previously requested. If you could please leave a name or job number so we can look into this asap it will help me to resolve this for you. Thank you. 12/4 update- We still have no reply of a job number nor have we received any calls. Considering this review has no name, if this is an actual client please provide a job number so we can resolve the complaint.

Reply from Extra Mile VanlinesNov 14, 2024

Bob, we strive to make every move the best possible experience for our clients and are sorry to hear that you were not happy with your move. Please reach out and provide more information so we can look into this for you.

Reply from Extra Mile VanlinesOct 28, 2024

Paula, thank you for your kind words. We love going the extra mile to ensure our clients have a stress-free move!

Reply from Extra Mile VanlinesOct 23, 2024

Thank you! We always go the extra mile to give our clients the best move!

Reply from Extra Mile VanlinesOct 23, 2024

Thank you for your review Cathy. I want to start with saying, you were moved for the exact dollar amount that you were quoted. The information about extra money is made-up. We also were courteous enough to give you a free re schedule fee when you called on the morning of the move to tell us have a headache. We did this at no cost even though we were already in route to you. This client was moved successfully, for the exact amount of money they were quoted.