Agility Van Lines

Worst customer service ever. Delayed our move with last minute changes and delays. Lack of communication from customer service was unacceptable. Manager would not return calls.. We barely made it to our destination in time for the house closing. Do not use them !!!!

Their drivers were great and the team was great. I was under-quoted for the work but their prices are in line with everyone else. I expected a savings until they got out to my home and there were more items than they expected but in the end it was in line with the other companies I received estimates from.

UNDER NO CIRCUMSTANCES SHOULD A RESPONSIBLE CONSUMER DO BUSINESS WITH AGILITY VAN LINES!!! UPDATE: Following my original post, business owner Shane Young called several times with pledges to make right my service experience and offered compensation amounting to 10% of paid moving charges in the form of a rebate. However, after he asked me to remove my review entirely (which I refused to do) and after he asked me to conference call with him into Home Advisor to change my rating to a neutral 3 stars (which I also declined), I could see that his motives were to quash a bad review, were purely transactional and were insincere at best with no further contacts. Our move from northern Virginia to central Florida was a nightmare like no other. I scheduled the packing and moving of the household goods of our Virginia 2200sf home a month in a half in advance and had them locked into two days for the pack out with closing on the sale of the property the next day. Everything was on schedule and a go with multiple check-ins and reassurances until two days before arrival, when I called Agility to get an ETA for Saturday 7/6/19 and the rep said a truck would not arrive until Sunday. Additionally, he tried to talk me into rescheduling for two full trucks with an additional cost of $2500. (This company uses 24 straight trucks, not tractor/trailers. I had itemized in great detail all of the contents in my home to arrive at 1.5 trucks. Cost calculated by volume, not weight.). One truck arrived at 3:45pm on the second day of the schedule pack out, 17 hours before the buyers scheduled walk through and closing. There would be no second truck to pack the second scheduled half-truck. Amid the full day of complaints, warnings about a broken contract and looming walkout, demands for compensation from the buyer's agent, an aborted walk-through, delayed buyers closing, and an actual payoff to the buyers from my seller agent's proceeds of $1000, the truck left full and returned 4 hours later to be half filled again. The three-man team worked until 10:30pm 7/7 and until 11:30pm 7/8, the day of the scheduled closing, breaking a patio table, gouging 10' of hardwood floor, and leaving debris everywhere and several items unpacked. Agility' s claims of using their own network of storage facilities, plentiful trucks and agile teams turned out to be total fabrications. Responses to our inquiries about the multiple trucks it would take to move our stuff, where the storage locations are located and the timing/methods used for transport to Florida were vague and illusory. As it turned out, Agility simply stuffed our stuff in rental storage units on the other side of town, where it would sit without environmental control for over a month. On the day Agility arrived to pack out, I declared in writing my requested date of delivery in Florida to be 7 Aug. I reconfirmed with Agility several times in the weeks that followed including two weeks and one week before my requested delivery. It wasn ' t until 8/4 that they said they would not make 8/7 and could not predict when delivery would be. I stressed that due to my upcoming business-related travel, they would need to be in and out by noon 8/11. No problem. Shane says

They were very professional and quick and accommodating and understanding.

The management (one of the owners) of the company had gotten involved with some logistic quirks I had presented and and I am completely impressed with their flexibility to help sort everything out. -Sean C.

We needed to move our son from OH to TN. I was very hesitant to commit to Agility based on reviews that I had read online. John convinced me to give them a try. I'm glad I did. Their estimate was the lowest that I received. The actual move went great. The guys showed up to pack the truck in the window that I was given. They took their time to wrap and load all the furniture which resulted in no damage or broken items.. They worked extremely hard and efficiently. We were very happy with them. The reason for the 4 stars instead of 5 is for 2 reasons. 1. Communication from the office regarding times did not happen when I was told. I ended up calling a few times myself to get the correct information. Once communication shifted to the driver and myself, it was much improved. 2. The office booked the 2 guys in a hotel that was 4 1/2 hours past where we were moving to. Our destination was eastern TN, they had a hotel room booked in GA. So instead of our load being delivered at 9 am, we had to wait until after 2 pm for them to arrive. Once they arrived, the unloading went off smoothly and quickly. I would definitely keep them in mind if I do another similar move.

With a few bumps in the road, Agility was great in working thru the issues. I d refer you to check them out if you have moving needs.

Alex and his crew did a great job. We were extremely impressed with how hard they worked and how careful they were with our furniture. Courteous and professional service all the way! We would definitely recommend them!

Buyer beware, the entire move was a nightmare. They ruined walls, floors, furniture. They threatened to make me pay a 1,500 fee because I could not accept delivery within a two hr period, despite the fact that what I could accept was outlined in the contract. Then they threatened to put my possessions into storage until they came back this way, at least a week later. They are not trustworthy, nor do they care about you the consumer. The worst experience I have ever had with any type of service provider.

Aside from a few communication issues I would use Agility again. The guys on the truck were very professional and handled our furniture and boxes with care.

Teddy, Antoine, and Manny were fabulous. They were attentive, courteous, and professional. They were friendly and hardworking and very conscientious of our needs. I highly recommend using Agility Can Lines.

I cannot say enough about this company and the service I received. John is amazing. They were very responsive when I reached out and he took the time to explain the process and reasoning of why certain things were done the way they were. John is extremely knowledgeable and experienced in professional out-of-state moving. Not only is he professional and organized, but also overly accommodating and flexible with my schedule, being conscious and respectful of my time. They handled my belongings as if they were their own. I strongly recommend as this is an Extraordinary Professional.

The office was thorough and complete, the estimate was thorough and complete, Alex, Damien and Jonathan did a great job

I submitted my experience online to the BBB. I also filed a police report with the Loudon County Sheriffs Department. Perhaps I can save others an unfortunate experience.

CAVEAT EMPTOR! Based, in part, on their BBB and Home Advisor Ratings, I hired Agility Van Lines to move our 3,900 sq 3-bedroom furnishings from the Savannah area to Naples in July. I was worried they had under-estimated our move, so even sent them a copy of the A****** Van Lines proposal prepared after an Allied agent walked through our home. No, Agility continued to promise to move us for $1,300 less and 2 weeks quicker than A******. Not so fast! In the end, Agility took two trucks, at a cost of $3,000 MORE than A*****, and due to scheduling problems and breakdowns, two weeks slower than A*****. Silly me! This is a SMALL OPERATION with a handful of straight trucks. I must say, their two crews were VERY helpful, friendly, and professional.... but Ill NEVER use this Bait and Switch operation again! Buyer Beware!

We had some scheduling issue but the owner reached out and resolved the issue.

The customer service was great. Alfred and Garth were super and friendly and just great overall. The owner is very helpful.

If you're moving and you use anybody other than Agility Van Lines you are missing our! The team took us from Pompano Beach to Gainesville and they worked fast, neat and professional....absolutely wonderful!

Alex and crew wee highly professional , protected our valuables, worked carefully/thoroughly and did an excellent job.

Duke was great and Johnathan was great and Earl was good too. I really appreciate the customer service.

1.I was notified very late Friday June 7th that the move would not take place on June 8th as I originally requested but on the 9th. I actually had to call John at 3pm that day to confirm and received a late voice mail 2-3 hrs later. Therefore, I had to call them before they called me. 2. The crew was late arriving at 9th June and I understand it was due to the weather but still after 5pm on 9 June is after hours. I was very understanding about this until the driver knit picked me about whether the picture frames were included in the inventory or not. Because of this delay we had to scramble to make a change in our accommodations resulting in late cancellation charges outlined below. 3. The crew could not finish the job the night of 9 June, understandably, but then told us that they would be at the house the next morning at 7am. We were there at 7am and by 8am they had not showed up so I called them. The foreman sounded annoyed that I was even calling him and told me he could not tell me when he will arrive. Finally, they arrived after 9am. 4. When I complained to Shane about this he felt that I was **knit picking** and that he could not do anything to help me and could not **talk to [me] anymore** nor did he want to talk to me about the issue. He was insensitive to the difficulties we were having and lacked professionalism. He referred me to John who I thought was more supportive until the issues outlined below. 5. Although I asked the foreman politely to use runners to prevent damage to the hardwood floor, the foreman only used them during the second day of packing at my insistence. This lack of concern for the possibility of damage to the property was evident also by other observations listed below. 6. After packing the truck, the foreman and the crew left without allowing us to make a final review of the house or being able to confirm what the approximate delivery date would be in order to adjust our schedules and hotel reservations. Literally, it seemed that they were running away from us to avoid any further contact. Consequently, we were left with items that we still wanted to put in the truck. 7. There was no inventory of any items that were packed. How do we know that all the items packed were actually delivered? Again, in my many moves, the movers have always prepared an inventory of all the items they put in the truck and give you a list prior to departure. 8. As a result of the lack of communication and delays outlined above we had to do a late cancellation in Savannah Georgia and in Miami, FL, incurring late cancellation fees. 9. I asked for a full packed move. The industry standard from my 5 full moves in the military is that if the movers pack, they unpack. In addition, I have also confirmed this from internet reports about the expectations from a full pack move (https://www.moving.com/tips/what-to-expect-from-full-service-movers). When I complained to John about this he told me that the crew cannot **decorate** my house for me. This again reflects a lack of sensitivity for the customers expectations. That comment to me was quite frankly insulting. 10. The two young assistants were on the phone constantly while packing and delivering the items which did not give me, the customer, the assurance that they were paying attention to what they were doing. In fact, I observed them throwing box springs around. 11. One expensive rug I have arrived wet and one of the cardboard boxes had water damage. When they packed us I noticed they had some wet boxes but the foreman assured me that they would only use dry boxes. The only explanation is that the truck leaked because there was a lot rain on the way to Miami. 12. Finally, I requested reimbursement for the two late hotel cancellations that amounted to $309. In exchange, they sent me a **settlement letter** specifying that if I took the money I was not to report this or make any complaints...

They were on time for pick up. Were friendly, and very careful with my furniture, especially my grandfather clock. Delivered on time with no damage and placed everything where I asked. First rate operation from start to finish.

I contracted with Agility in early April for an end of June move. After daily conversations, exhaustive coordination of shipping inventory and storage arrangements, Agility called and informed me that they could not make my pick up dates-5 days before my move. After informing them that I could not push back my pickup dates (new house owners taking possession of my house), Agility said that they were canceling my contract and would provide a refund of my deposit. I was left in the position of finding a new shipping company and ended up paying 5K extra for my move. Agility personnel, including the owner, were all consistently abrupt and uncompromising. When I asked for an explanation to their scheduling **situation** I was told that since my move was long distance, they had to drop me and focus on local moves to get back on schedule. When I questioned their business model and suggested they might prioritize by date of contract engagement, I was told that was not going to happen, so if you are hiring them to move you anywhere but around the block, you might think again.

Everything was to my satisfaction. Overall, everything turned out well.