Kelsey Seymour from Fredericton

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.