My experience with National Van Lines was a journey of ups and downs. I used them to move my 1 bedroom apartment from California to Illinois. Overall, the company did the job, didn’t scam me, and didn’t break or steal any of my things, but it was a frustrating customer experience and clearly a very disorganized business.
I’ll start with the pros:
Aaron Bacon did a thorough job with the FaceTime walkthrough and gave me an accurate quote. The final price I was charged when my stuff was delivered was the same price as the non-binding agreement I signed for my move from California to Illinois.
Aaron was also very responsive and easy to reach throughout the process, even on the weekend, which I appreciated.
Vince and his team of movers got my stuff to my new address in one piece. Nothing was broken or missing. The moving team was efficient and they wore masks.
Now for the cons:
National Van Lines is very disorganized. I was told on three separate occasions (9/10, 9/15, and 9/16) that the moving truck was going to arrive that day. However, I woke up on each of those days, didn’t hear anything, and reached out to Aaron only to find out that on 9/10 the driver was actually in Wisconsin, on 9/15 he was in Ohio, and on 9/16 he was “broke down in Indiana.” When you are sleeping on the floor and living out of a suitcase, this is extremely frustrating!!!
On 9/20 (when my stuff finally came) the driver told me he had gone BACK to Ohio after breaking down in Indiana. The geographic logic of this route makes literally no sense (east from California to Wisconsin, THROUGH Illinois, east to Ohio, west to Indiana, then back east to Ohio, and then finally west to Illinois?? And when the driver finally showed up he told me he ALSO took the truck to New York). Either the information they gave me was completely made up or the driver just wakes up every morning and decides to meander to a new state with no strategic route planned.
I also needed to change my delivery address and let Aaron know before the driver picked up my stuff in California. Aaron told me the new address was all set on the back end and to write it on the packet National Van Lines had mailed me for the truck driver. I did that, and also verbally specified to the driver that the delivery address was changed when he picked up my things. However, the day before he finally (finally!) showed up in Illinois, he called me to confirm the time, and I asked what address he was going to, and he gave me the original address (not the updated one that I had clearly changed so far in advance).
In sum: If I ever move across the country again, I will probably just sell all of my things instead of going through the hassle and expense of hiring a moving company.