Optimum van lines Avaliações 46

Resposta da Optimum van lines

29 de out. de 2025

Dear Jennifer,
We are very sorry to hear that your moving experience did not meet your expectations. At Optimum Van Lines, we take all customer concerns seriously and strive to ensure every move is handled with care and professionalism.
We would like to clarify a few details regarding your move from Virginia to Texas. The initial inventory you provided to us listed 8 items (83 pieces). However, three days prior to your scheduled move, you provided an updated inventory that included 47 items (382 pieces). This significant increase in volume required additional truck space and an extra crew at the last minute—during one of the busiest times of the year. The additional truck size and crew were necessary to accommodate the new inventory and ensure your move could still be completed on schedule.
Your move covered over 1,000 miles, and long-distance deliveries typically take 10–14 business days. Your delivery was completed within this standard time frame.
At no point were any of our movers under the influence of alcohol or behaving inappropriately. Our team takes such allegations very seriously and maintains a strict zero-tolerance policy for unprofessional conduct.
We have maintained consistent communication with you throughout the process, assisting with updates, claims with the motor carrier, and follow-ups. We also contacted BowFlex directly to help determine a repair or replacement cost for your equipment; unfortunately, that product is no longer covered under their service program.
We understand that damages occurred, and we sincerely regret any inconvenience this caused. We have made multiple attempts to reach you to discuss a refund and other possible resolutions, and we remain fully committed to finding a fair and satisfactory outcome.
Please contact our customer service team at (888) 343-0767 or info@optimumvanlines.com at your earliest convenience so that we can continue working toward a resolution.
Sincerely,
Optimum Van Lines
Customer Relations Department

Resposta da Optimum van lines

25 de set. de 2025

We appreciate you sharing your feedback, though we do want to clarify a few important details for anyone reading.

On the day of your move, the only additional charges applied were for packing materials. Since your items had been in storage for months, many boxes were open, bins had no lids, and clothing along with other loose items required repacking to ensure they could be transported safely. This is standard practice across the moving industry and helps protect your belongings in transit.

You mentioned in your review that “the broker model means you won’t have a set schedule until 48 hours prior.” In reality, this is how scheduling works for nearly all interstate moving companies. During peak season, exact dates and times can shift due to factors outside anyone’s control (such as delays, traffic, or mechanical issues). This is not unique to our company, and we always work to provide as much notice and accuracy as possible.

Regarding the elevator fee, that charge is a legitimate line item in the carrier’s tariff. However, in your case, the driver went ahead and refunded you for it. Additionally, over 60% of your deposit was returned, with the remainder going directly to the motor carrier to help offset your packing charges.

It’s important to note that you were not “extorted” out of money—this was simply the cost of additional services required to complete your move safely. Words like “scam” or “sham” don’t reflect the reality of your move or the industry standards we operate under.

Finally, for perspective, your two moves were completed at highly competitive rates: $1,225 from Tampa, FL to Washington, DC, and under $1,700 from Indiana to Washington, DC. Those rates are very difficult to find in today’s market.

We also reached out to you directly to discuss your concerns and explore ways to improve your experience, but you declined. While we respect your position, we stand by the fairness of how your move was handled and the value provided.

Resposta da Optimum van lines

7 de ago. de 2025

Thank you so much for the great review! We're thrilled to hear you were happy with the price and that all your questions were answered along the way. We’ll be sure to let Tom know you appreciated his help — he’ll be glad to hear it! Thanks again for recommending us to your friends and family.