Royal Van Lines, Inc.

I am very shocked to see some of the reviews ( Rated as 0) posted on here about Royal Van Lines

I used their services this month when I moved from Vancouver, BC to Cambridge, ON . Their price was very competitive and the sales rep that i was dealing with was very helpful . They were able to pick up my items from my apartment on the date and time we agreed on and delived them in exactly 9 days . The actual weight of my shipment was very close to what they had quoted me for ( it was 122lbs more) which i find it very honest . I was very pleased with the servise they provided at the delivery as well . Only thing broken was my laundry basket which they warned me about , it was worth like $10 anyways

I totally recommed this company for their honest and reliable services

I have moved many times over the years and I have a lot of crazy stories. They are very professional, well priced, very careful. They are nothing short of a class act and I thank them so much for making moving day a day that was not filled with stress, Thank you !!!!

excellent service. Delivered excatly what they promised. made sure everything was packaged properly. I would use them again. highly recommendable. i will like to thank whole staff at royal vanlines.

DO NOT TRUST THIS COMPANY!! I was told 7 to 10 days for the move....36 days later the effects came and almost every piece of furniture was broken and badly damaged. Over 22 phone calls and not one was ever returned. They added extra costs although they assured me 3 times that there would be none STAY AWAY.

First off, the movers at both location were great, staff at Royal Van Lines are helpful depending on who you get. Long distance moves are stressful as is ... here is my experience ... Items from my move were never received and/or damaged Relocated from Regina Sept 20 to Toronto Oct 4. Movers itemize and tag at loading. From that list 6 items were not delivered (1 full Suitcase, Garnet Bag containing 2 suits, 2 end chairs 1 white board; 1 was damaged sofa. Total approx LOSS $5000. Organization agrees they failed and based on their contract they pay $0.60 on the lbs; in good faith they are reimbursing me $250 a small price for them to pay compared to what they failed to deliver. The move itself ended up costing approx $2,800. OVERALL CHARGE Incl LOSS/DAMAGE goods between $7,500-8,000.

I delayed writing this review as I was first trying to sort out some problems directly with Royal Van Lines regarding the move of my daughter's effects from St Catharines to Calgary in July 2012. Unfortunately, in spite of being very patient, these haven't been resolved yet and I now have file a formal complaint through the BBB. So I am way overdue in writing this review and probably I should have done it a lot sooner. There were several problems with this company, but the main ones were for overcharging weight over 1000 lbs more than it really was and for failing to refund a warehouse handling charge that they had agreed to refund.

In mid-June, through the Moveit.ca website request for quote from movers for the move size of a studio (less than 2000 lbs), I had received several quotes and decided to go with Royal Van Lines. Through e-mails with Emma Oz, the Sales Rep, I had then updated her with a calculated weight of 1600 lbs for the effects to be moved based on having individually weighted each box on a home scale. I was completely shocked when I found out just prior to the delivery that the actual weight I was charged for was 2940 lbs, almost twice as much as I had calculated. This overweight represented a cost of about $500 more than I was quoted. After the move, I discussed this discrepancy with Emma Oz, and later on with Brock, Customer Service Manager, but my request for refund was turned down. I asked to get a copy of the scale tickets for prior and after the pick-up, which Emma and Brock both said they would send to me, but they never did in spite of several reminders. I now believe those scale tickets do not exist and the weight they charged to be completely bogus, which is why I filed a formal complaint.

In the quote I received, the company specifically guaranteed "No Hidden Charge or Surprise Cost". However, this wasn't the case. The final bill included a WAREHOUSE HANDLING charge of $75 that was not part of the moving contract I signed during the pickup and nowhere was it mentioned in the quote Emma had given me. Both Emma, and later, Brock agreed to the refund but the credit transaction has yet to show up in the credit card I gave them. There was another surprise cost, that fortunately I was able to avoid. Just prior to the delivery their Calgary office called to find out if there was any stairs and stated that it would cost an extra $500 if there was. Luckily we could use an entrance door on the ground floor and avoid a huge and exorbitant surprise cost, particularly for such a small move.

Initially, the pick up on 4 Jul was arranged for early morning, which got changed to early afternoon, then mid-afternoon with the movers finally showing up late afternoon. I had to make several phone calls with the dispatch to find out what was going on. There was no harm done with this delay except that I had to change my own departing plans.

The delivery period was very long. I was told the effects would be delivered in 7 to 10 days. So, my daughter and I plan accordingly. However, I wasn't told this is from the time they left their warehouse in Toronto. My daughter's effects were picked up in St Catharines on 4 Jul, but delivered in Calgary only on 28 Jul, over three weeks later, which created a few problems for my daughter. If I had known it would take so long, I would have use another mover. The company didn't offer any compensation for the long delay.

Following the delivery, I tried several times to talk to someone in Customer Service and left voice-mails which weren't returned. I then contacted Emma who became the intermediary to deal with the problems although she acknowledged she wasn't the right person to deal with them. However, she did not refer me to the right person and things just dragged on with nothing happening. Eventually, I managed to reach someone in Customer Service (Brock) in early Sep who agreed to do the credit and to send me the scale tickets. However, a week later when nothing had happened, I left him voice-mails which he hasn't returned.

During delivery, the movers somehow dropped off four extra boxes that did not belong to my daughter, which required arrangements to be made for these boxes to be retrieved by the company and returned to their rightful owners.

On the positive side, all my daughter's effects were delivered in good condition with only minimal breakage not worth putting a claim. The personnel that did the pick-up in St Catharines and those who delivered in Calgary were fine. Nevertheless, the negative aspects for the service provided by this company far outweigh the good side. As such, I will never use Royal Van Lines again and would strongly NOT recommend it to anyone.

These guys are pretty good...They move me from Kanata to Red Deer without problems..To be honest I was hesitant to move with a moving company but had I had no trouble..They crew is super hardworking and they did whatever they promised..Cool stuff..Would recommend toeven my grandma..lol

Our move was from Grande Cache to cape Breton, only some of what we put on there truck came off, lost and some did not the drivers keep telling my wife just make a claim, there was other things busted into hundreds of pieces. we call and were offered $550. for about $17,000. in lost or broken goods so if you see a royal van lines in your yard We are sorry for what is going to happen to your goods.