Royal Van Lines, Inc. reviews (43)

I hired Royal Canadian Van Lines to move my 1-bedroom from Ottawa to Victoria. The pick up was on May 22 and it was delivered on July 8th. Taking 6 weeks and 4 days. When it was delivered several boxes were upside down including an antique treasure chest which they managed to have completely upside down with the convex part on the bottom. My skis were also "lost" in the process. After paying the $800 deposit and an additional $2000 towards the bill, their salesperson, Denis E, said that I am putting a stop delivery arrangement notification on your account. He did that after I asked why my items were so late to be delivered. TLDR; they will misrepresent the cost and delivery estimates in order to get your deposit and then threaten you if you try to enforce any part of the contract. Your things will not be handled with care and these movers are not cheaper than more reputable movers. Please note that credible movers will do a visual inspection to provide an accurate estimate and they will be accredited with the Better Business Bureau. Royal is not accredited with the BBB or the Canadian Movers Association and my experience with them explains why.

Dennis at this company is one of the most unprofessional & rudest individuals I have ever encountered. This individual has no service orientation in addition to zero professional communication skills. He simply does not listen to client needs in addition to presenting false information to clients as reasons to not meet reasonable requests and dodge fact finding questions with condescension. Stay away from this company.

DO NOT EVER CONSIDER THIS COMPANY!! I could write a novel on their duplicity. They found every way to add bogus services and were two weeks late in delivery to the U.S. Customer service is non-existent -- they do not return calls and when sufficiently harassed, the GM was insulting to me, stating it was my problem that I had to stay in a hotel for two weeks until the goods arrived. They did arrive but only because they had been subcontracted to a Montreal firm. I wonder if they are actually a moving company at all.

Royal Van Lines do not keep their word for anything they do. it cost me $1800.00 to move enough stuff to fill the back of a pickup truck. Then they destroyed my bags. They took a Black Magic Marker and wrote giant numbers on irreplaceable leather and cloth bags. No way of getting the marker off without ruining the bags and they now look terrible. They also broke a rolling cart full of paper products, dropped it all into the snow and then tried to hide it by cramming it all back into the cart and covering it. So when I contacted them they gave me a huge excuse as to why the bags weren't covered but said in light of the situation and for good customer support that they would give me $50.00 in compensation. I agreed as it was better than nothing, signed the papers and sent them in. I have yet to receive the cheque and all attempts at contacting them are a waste of time. Once they take your money and destroy your stuff, you are no longer of any use to them. Don't use this company.

They picked up my stuff at 10pm at night to start...I moved my stuff from Ontario to Vancouver. They said 5 to 7 days and a little over three weeks (that's 15 working days) later still don't have my stuff. found out my stuff has been in Vancouver for a few days now (coming from one of the employees from Ontario) and no one bothered calling or contacting anyone, my mother and I have been hounding them over and over and finally (according to the employee in BC) it arrived only yesterday... And to top it they apparently only give you a certain time to get my stuff before they charge you "storage fee" and they choose your dates and really not time to plan... I am working both days and it's going to be very hard to get off, and apparently they don't work after 5pm here... Guess it's only in Ontario they work after 5pm (of course it is to GET your stuff not drop it) ... :S don't bother with this horrible place... they promise you the world and deliver nothing but headaches and BS... Absolutely NOT worth your time or money take my word for it!!!

Picked up my furniture on Sep 25th, advised it would deliver on Oct 2nd, Oct 8th still not delivered!! Will NOT cover any cost for the Saturday delivery Oct 12th. Would not recommend this to anyone, no customer service at all never returned any calls! They NOT punctual at all! DO NO USE THIS COMPANY !!

I was little concerned about the Royal Van Lines when I was booking their service, since their price was bit lower than other companies, though they handled everything fine. Matthew was responding on time to all our requests. He warned us well in advance somewhat 1-2 days of delays on Pick up or Delivery might happen, since it is a transportation service. Overall service was good, reliable, and hassle free.

I have had nothing but issues with this company from the start. Claims to have no hidden fees yet when it came to my final bill random fees where charged. Nothing was mentioned of any of these fees not even with my estimate. When I called to discuss these fees I was transferred to multiple employees claiming to be the GM but had no idea what they were talking about. They do not care about customer satisfaction at all its shocking. I have never dealt with such incompetence in one company in my life. Also they will not tell you when to expect your shipment and can not track it for you all you are told is that the movers will call you 24 hours before they deliver so you are pretty much waiting around till they call so you can't even plan to take time off work nothing. They claim to be rated "A" in the Better Business Bureau but they are actually an "F" rated company please check BBB and DO NOT use this company! The people at the call centers are very rude, uneducated and unprofessional. Save yourself the money and headache go with another reliable company.

FACTS 1. 12 days delayed. We had to sleep on air mattress for 2 weeks. 2. My stuff did not depart toronto on time, I asked for updates 5 times with absolutely no answer. 13 days later, I was told the stuff did not leave toronto. I was shocked, but the only thing they said on that day was your stuff will leave with our next departure and nothing else. I was outraged cuz I was told they only do 2 deliveries a month to BC, that meant another huge delay. But they did schedule it sooner, 2 days later... 3. They are responsive to to phone calls and emails, but they always tell me they don't have information. When the booking agent said she'll get me the info in a week, and I call a week later, she didn't even try to get it. Every time they promise something x days later, when you call them x days later, they said they didn't start doing anything. 4. They paid compensation for the delay. 5. Both the booking agent and her boss lieed to me. I asked for a break down of the price I was asked to pay, to understand what's charged, so I could make the payment on the delivery date, and don't have to be calling them for any confusion with the price on the delivery day. Both the booking agent and her boss PROMISED a price break down before the delivery date, it DID NOT happen. I NEVER HAPPEN. (I've asked for updates many times) When I asked again, they didn't seem remember. I have ZERO respect for people who promise something FOR SURE but don't do it later. So, this is a straight liee to me. 6. Their tapes are $4 per roll. ($1.50 at Wallmart). Packing bags for sofa is $60 per bag. $15 at homedepot. They've used packing materal for things I already packed. 7. The price I was asked to pay had wrong charges, I was refunded later. 8. Lot of small damages on furniture. ($1000 value) 9 There's no way you can know that the weight of your stuff is your actual weight. You don't see it. They say it's offical scale, but who knows if they put in some gas before weighting your stuff. I know most movers do this, i just don't like it. Now personal feelings 1. VERY FRUSTRATED! 2. The booking agent is always reachable, but it seems that she doesn't think you need what your asking for. So she doesn't do what she promises to do. 3. We exchanged about 70 emails for this move! 4. I don't get frustrated easily but I am with them. 5. I do recognize that long distance moving is a frustrated process for anyone. So I tried to be reasonable and have faith with them but I wished I had been more careful and asked for more updates. 6. They try not to give you anything in writing 7. VERY FRUSTRATED!!! Advice for you if you're moving 1. Don't pack furniture, they will break 2. Sofa might be OK as they wrap them, but don't move TVs, wood furniture as they get thrown around a lot. 3. If you only have nicely packaged boxes, that's best, they can do those easily.

My wife and I spent a few weeks calling around and getting quotes from the various moving and van line companies. Royal Van lines was very helpful and more affordable than some of the other places we called. (We moved from Halifax to Toronto in October). Everything was picked up and delivered on time and they took very good care of our furniture. We had to store our stuff for a week and they provided that service for us as well. Overall we had a very pleasant experience.