Reliable Van & Storage

My experience with Reliable Van & Storage was one of the most frustrating and poorly managed moving experiences I have ever had. I hired a professional moving company because I was relocating from New Jersey to Chicago and wanted a company I could trust with essentially everything I owned. Instead, I dealt with repeated changes to my delivery timeline, inconsistent communication, unexpected charges, and a level of stress that completely defeated the purpose of paying professionals to manage my move. The key people involved in my experience were David Barros, my Relocation Specialist, Jennifer, who provided information regarding pricing, and Shelby, who became involved as I continued escalating my concerns. My biggest issue was not simply that the move experienced delays. It was the way those delays and changes were handled. David changed my expected delivery timing multiple times, and I have documentation of those communications. On August 26, I even communicated that I was willing to rearrange my own work schedule to accommodate the delivery. As the customer paying thousands of dollars for this service, I should not have had to repeatedly restructure my life because I could not get a dependable delivery timeline. When I raised concerns about a September 17 delivery date, I was essentially told there was nothing that could be done. Yet my belongings were subsequently placed into storage, and I was presented with approximately $1,712.76 in additional charges that I did not believe I had authorized. That was especially troubling considering the ongoing communication issues surrounding the delivery itself. There were also discrepancies involving pricing information communicated by Jennifer, which added another layer of confusion to an already poorly managed process. What made this experience particularly disappointing was that I repeatedly tried to resolve things reasonably. I remained professional, documented my concerns, followed up, and even offered flexibility with my own schedule. Rather than feeling like the company was actively trying to solve the problem, I often felt like I was the person responsible for chasing answers and coordinating a service I was already paying them to manage. Moving across the country is stressful enough. A professional moving company should reduce that burden, not become one of the largest sources of it. At the time I began escalating my complaint, my belongings still had not been delivered, despite the amount of money I had already paid and the numerous conversations surrounding the delivery. I have retained my contract, receipts, emails, delivery communications, and documentation of the changing timelines and charges. I have also pursued formal complaint channels because I believe the handling of this move warrants review beyond a simple customer service complaint. This experience fundamentally came down to communication, accountability, transparency, and trust. In my case, all four broke down. I would strongly encourage anyone considering Reliable Van & Storage for a long-distance move to carefully review every document, get every commitment regarding pricing and delivery in writing, keep records of every conversation, and question any charge or timeline that differs from what you were originally told. For a move of this size and cost, I expected considerably better.

The sales agent was good. The price was fair. And the movers were authentically thoughtful and generally careful. However, the company's Senior Interstate Relocation Coordinator was often short-tempered, rude, and unhelpful to the point of being intentionally obstructionist. When mistakes happened and items were damaged, the main company and the Senior Interstate Relocation Coordinator was extremely difficult to deal with. After asking several times (in writing) how to document the damage, the representatives failed to share important information. Information she knew would result in a denied claim. When they were specifically asked what we should do; what should we document; and what evidence we should keep; the representative failed to explain that we should take pictures of the boxes. And even though some of the boxes that contained broken items weren't visibly damaged, the claim was denied. When pushed, they proposed arbitration, which would have cost us about a third of the disputed value. I would be extremely reluctant to use this company again. Not because of the workers I interacted with during the move but because of the corporate employees I dealt with after the move.

I highly recommend Reliable Van & Storage. They made my moving experience easy and worry-free. They were thorough and clear with the estimate and front expectations, they answered all my questions, and were fast at providing the COI for my new apartment building. The moving team was fantastic despite having to work in below freezing temps and at times icy pavement. The whole end to end process was professional and seamless.

Terrific job by Reliable Van and Storage! True professionals handled our move flawlessly and efficiently Job was completed in much less time than anticipated and workers were neat and careful with all our furniture! Thanks to Peter Toscano Jr and his entire staff especially Stephen Leo who handled all our arrangements and was on top of everything from the outset Thank you Reliable!!