Blue Star Van Lines No Longer In Business

Unfortunately I have never dealt with a company which displays poorer customer service.

In January of 2013 we booked our move from Saskatchewan to British Columbia of July 2013. A few weeks prior to the move, I contacted a customer service agent who answered a few questions I had about the number of days it would take to deliver stating it would be 2 to 6 days from pickup. Perfect!

7 days prior to the move we still had not heard anything from them so we decided we better contact them. Upon searching for their website, which we had accessed in the past, we discovered that the google search for their site or information had come up dry. So too had the site which had positive ratings for this company.

Upon further investigation it became clear that Blue Star also uses the handle Royal Vanlines Inc. Most alarming is the newly updated rating by the Better Business Bureau of an "F" siting 40 complaints in the last 12 months, 37 of which were related to "Delivery Issues" and "Problems with Service." It is also published that the BBB has asked for satisfaction claims to be substantiated and has made clear that your company has not provided them with any substantiation.

When i was finally able to reach a customer service representative (who was a lovely and helpful woman) 6 days prior to our scheduled move we were informed that our move had been rescheduled and that they would be coming to get our stuff 2-3 days from that time as opposed to 6. When I asked why we had not been notified she replied simply, "you should have been. I don't know." She also informed me that delivery time would no longer be 2-6 days, but that it would be nearly two weeks as they were going to drive our stuff out to Ontario from Saskatchewan before driving it to British Columbia. Hearing this I began to think that we would want additional insurance for our belongings. They do not make this available. I also asked about the poor rating with the BBB and she explained that they were undergoing legal recourse as the BBB was falsely associating Blueline with Royal Vanlines.

I asked to speak with the manager. After waiting on hold for roughly 30 minutes I was told he was still on a call but would be with me shortly. She returned again some minutes later to say he was still on the call but she said he could call me back. 2 days later I received a call from one of his representatives had made to me to let me know they would be here in a day to pick up our stuff. I thanked her for calling, informed her I was stil waiting for the manager to call, and asked that she cancel our pickup. I also asked that she would again ask her manager to call me.

He called minutes later. His customer service was appalling. He had no interest in why I would be concerned saying that, "we haven't even picked your stuff up yet, how could you be unhappy with us." He denied the legal proceedings with the BBB, and informed me that since we had cancelled he did not have to answer any of my questions and had no interest in providing me with any kind of customer service. He said if I was upset with their company I should sue them. I will be filing a formal complaint with the BBB and happily forfeiting my $100 deposit so I can book a company I can trust.

Buyer beware. Steer clear of Blueline Vanlines.

BlueStar Vanlines has been my worst customer experience to date. The cost of my move from BC to NB was nearly double my online estimate. My account manager indicated it would be no problem to pick up my goods on April 15 in Vancouver and deliver them around May 1 to Fredericton; after taking my deposit, I never heard from him again. I called the company several times after my expected delivery date, and was only informed on May 24 that my goods would be delivered on May 27--1 month later than my contract indicates (verbally and in writing). In addition to an inability to keep contractual commitments, the staff have no regard for the customer's experience. They do not return phone calls when you call to inquire about the whereabouts of your goods. They do not return emails--either inquiries or formal complaints. They do not respond to complaints unless you happen to catch a manager answering the phone. They do not allow you to speak to the General Manager, and even provide false information about his identity (I was given two different names for the GM by a sales manager. I have consistently been told that he is in a meeting or out of the office for a set amount of time; when I ask for his last name, the person who claims to know his whereabouts does not know his last name). Their sales representatives and account managers are not knowledgeable and commit to services that they know nothing about (e.g. estimated weight and delivery times). Three different people provided an inaccurate delivery date. The company also lacks transparency. I did not receive an invoice or confirmation after booking the service until my goods were picked up by a sub-contractor. The delivery date and estimated weight on the invoice was inaccurate. I did not receive a weigh scale ticket to confirm the weight and subsequent cost of my goods. When I asked for a weigh scale ticket, I received invalid tickets dated before my move occurred. The only positive thing about this company is that it sub-contracts other companies to pick up your goods. The drivers--not employees of BlueStar--were extremely prompt and courteous. After having no trust in the company, and a great deal of skepticism that it was even legitimate, my belongings did arrive--nearly double the cost and 1 month later than expected, with no documentation to support the amount that I was charged. I would not recommend this service to anyone. They do not communicate with their customers, they do not keep their contractual commitments, they provide false information and invalid documentation, and they do not address complaints in a timely or reasonable manner, if at all.

Delayed delivery for 2 weeks, surprise costs such as process fee for credit card and warehouse handling fee. when we spoke we said to pay by cc. their a/c called and asked to pay by certified cheque or money order or pay by cc with process fee 3%. After we called and argued they did reimbursement. no proof for weights. they will be perfect in payments from customers not in service and quality

I cannot say enough positive things about this company. Working with them was an absolute dream, and not only because this was my first major move and I'd heard only nightmares from friends and relatives regarding their own past moves with other companies.

Before hiring BlueStar VanLines for my move from Montreal to Toronto last week, I did some research on what one must look for in a moving company. After that, I researched companies and wrote to each one, explaining my situation and how much I needed to move. BlueStar VanLines stood out and I decided, with few days' notice, to go with them.

I moved about five pieces of furniture and approximately 25 boxes from Montreal to Toronto. Though the initial estimate was significantly lower than what I paid in the end, I have to say that the cost was entirely worth it. The movers arrived on time in Montreal and, although the truck was forced to drive to Toronto a day later than initially scheduled, due to adverse weather conditions, the cost of the move was not affected.

First of all, Elizabeth, the CSR, is polite, professional, informative, and prompt in her responses to queries about the move. Then, the movers who picked up my belongings in Montreal were extremely pleasant and careful. Finally, the movers who moved my items into my home in Toronto were equally pleasant, friendly, and personable. They weren't just doing their job; they cared to know me as a human being.

All of my items were accounted for, nothing was broken, and everything was handled with care. BlueStar VanLines is a wonderful, professional, and courteous group of individuals and not just another moving company. I highly—and I mean HIGHLY—recommend them for your next move, and I will surely use them for mine.