Vega Line Moving & Storage Services reviews (98)

This customer's company was paying for the move and he was separately trying to profit from that by having "refunds and discounts" applied directly to him. Our moves generally do include multiple pick ups/deliveries...that is how moving companies work. However, the weights are done individually, with recourse to order a rescaling if challenges are presented. This customer presented a much different scenario in obtaining a sight unseen estimate than what he actually presented at the pick up. Customers getting quotes for their company paid move will sometimes do that...as the company establishes limits, the customers will try to work within that but often don't present the move in an honest, transparent fashion. As a result, when they have completely underestimated things at presentation of their move to stay in good standing with employers who want to keep costs low, that obviously also results in a low estimate from our end...we rely on good, solid information to provide a reliable estimate. This customer ordered a delivery, agreed to payment then when the goods were en route to him, back pedaled on that in knowing that his company would resist the higher amount involved in his move (with a significant discrepancy in volume). He then refused to pay, creating problems for all the other customers loaded into that truck...in fairness to them and in trying to keep to our schedule, we had to unload the goods into storage in the middle of nowhere, covering all costs for that. In order to resolve this issue with incurring a very large storage bill. we provided a $1200 discount in order to get the move finalized. Although stories are shared of movers holding goods hostage, moving companies experience this feeling when customers order services, those services are performed and there is refusal to pay for them. It really leaves movers between a rock and hard place as schedules are impacted and they are forced to come up with solutions that include extra work and expenses as a result. There are always two sides to every story, and this story was that the move was MUCH larger than presented to both our company and the employer footing the bill.

We understand that customers feel like they're in limbo and helpless when they don't know the "status" of their items. However, we tend to focus our energies on actually being actively involved in the process vs engaging in updates. We establish timelines that items will be in transit and, beyond that, our first update is as the goods are arriving in the loading bay at the destination point. This is the most efficient way to provide service, as we know that people are also "on the move" during their move and establishing contact isn't always easy. It's not a matter of "not knowing" where items are, it's a matter of waiting for that update that "items are arriving" and ready for delivery. In attempting to avoid time consuming "telephone tag" situations, we find this to be the most effective method and apology if it created any worry!

Thank you, Bryan....we truly do appreciate the kind words as this can be a thankless business at times. Moving is a stressful period for some, as they become exhausted with the process...often attending to jobs and children and then having to attend to the details of a relocation at the end of the day. Our aim is to provide all the details in order to help eliminate some of the stress associated with time constraints and pressing timelines of moving across the country. Our team has been in place for some time and understand the in's and out's of the job...it is part of their duty to make things as smooth and comfortable as possible. With that, we're glad to hear that this was the case for you...we will be happy to help your friends move as well!! :)

We find this review a little suspect....

This is very suspicious and, honestly, false. I can state quite emphatically that all managers are available, however, it isn't a matter of not "remembering" who they are...it's a matter of making sure you get directed to the right department/one. We are sorry if you were having trouble with that. You see, we have an accounts and billing manager, an operations manager, a dispatch manager, a sales manager, and a customer service manager. So, depending on what your issue was, we'd have to pinpoint that in order to determine who could best serve you. I can also say with all honesty, we've never in our history "lost $10,000 worth of items". And we'd suspect there'd be follow up more serious than an online review if that were the case. So please, be specific (and truthful). :) We would be happy to assist you but first, you must identify exactly what the issues are in order to do so.

Hi Risa...is it possible to pass along your order number for review? This doesn't sound right and we'll be sure to attend to it after confirming your work order. :)

This person provided a (minor) daughter's information when booking a move, then tried, relentlessly, to collect money for a non existent claim under a different name. He reported that he was missing a chair, however, that was quickly determined to be untrue as he "found" the chair. He was actually filing a claim before even unpacking his goods, which is highly inappropriate and hints at an agenda. His weight is very much line with a 2 bedroom home (2500 lbs)- nothing abnormal there and the "undeclared" fees were nothing of the sort - our payment options are clearly written in highlighted bold red font as "we accept money orders, certified cheques, cash" only. If customers insist on using credit cards, we will facilitate this mode of payment, however, there is a 3% processing fee as a result and this is no secret. The contract also clearly states: "driver must collect payment at delivery" and this is in place to protect drivers against "deliver and dash" situations that puts them at risk. The customer was provided with all this information and actually signed in acceptance of it prior to the shipping of his goods. There was absolutely nothing fraudulently done here, except perhaps in the misrepresentation by the customer in providing a name that was not his own and allowing his under age daughter to be involved if he had not wanted her to be - that was his doing. We simply booked this move based on the information provided to us, with no reason to challenge that. This was an attempt, from the onset, to file a false claim and we are addressing it in court. Please do not be swayed by this - we will also consider slander/libel as part of our case.

Steph, we do know you were angry, however, the situation was created when you failed to provide a delivery address at the time of booking. Until we receive updates, these moves are held in storage as part of the service offered. Then, when we are updated with an address, it goes into the next delivery cycle. Unfortunately, if a truck has just departed, you do have to wait for the next one to load/depart as NS is an outside area. We do apologize for that and have applied a $100 + tax discount (as you know). :) We wish you well.

Dear Leila: Unfortunately, we don't offer a "weigh as you go" service that allows for addition/subtraction from the load during the process. Although that would be ideal, we simply aren't set up for that and it requires a lot of extra handling. Just as you can't go to the scales at the checkout in the supermarket and have them weigh/remove fruit until you get the amount you want, the same applies here. When dealing in entire households, we offer pick up, transport and delivery services based upon weights but it is a one time weighing only (unless a rescaling is requested/in order). It is true that, unless you allow for us to come and perform a free in home estimate which we'd be more than happy to accommodate, we really have only very rough ideas of your weight based on industry averages only. As sofas DO vary in construction and, therefore, weight, we simply can't be precise until we actually reach the scales. This is a good reminder to customers to ask exactly what the services include BEFORE booking the move....as, in this case, it could have eliminated any doubt/confusion for you. We simply can't "weigh until you get it right"....we pick up, weigh, ship and deliver. We are truly sorry you misunderstood that.

Thank you Aykiuut. We appreciate the feedback and the actual price reflecting the quote actually speaks to the fact that you likely prepared us well prior to our arrival...we thank customers when they provide good, accurate information and updates. We truly appreciate your business!