From our notes:
07/30/2025 12:06:08 PM
KAITLIN Dear Sheila Walker / Gerald Church,
Dear Sheila,
We are saddened to hear you want to cancel your move with Extra Mile Vanlines. Please refer to your estimate on how to cancel your move.
Instructions to Cancel your Move:
Send a cancellation notice to [email protected] or,
Visit https://www.extramilevanlines.com/cancellation-request and submit a cancellation request.
If you are within the 48 hour cancellation window and have sent written confirmation to [email protected] or have cancelled on the website within 48 hours of your booking date, the deposit is fully refundable.
If you are outside of the window, we still ask that you send us a cancellation request so the billing department can put the cancellation under review and complete the process.
We have two options if you are cancelling outside of the window:
Option 1. We can put the move on hold and give you a yearlong credit to be used towards any future moves.
Option 2. We can see if your reason for cancellation qualifies you for a partial refund.
Please take note that as per our estimate, the deposit is nonrefundable if the move is not cancelled within 48 hours from the book date. Our deposits are invested into reserving space on the truck and assigning a driver to your household move.
Please contact our customer service department if you have any questions (833) 813-6683
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Extra Mile Vanlines Cancellation Policy
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DO NOT SIGN THIS AGREEMENT UNLESS YOU AGREE TO CANCELLATION / REFUND POLICY
If electing to CANCEL your moves with Extra Mile Van Lines LLC, a written cancellation notice MUST be sent to [email protected] or fill out the cancellation for at https://www.extramilevanlines.com/cancellation-request
THE WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 48 HOURS AFTER SIGNING THE INITIAL AGREEMENT, OR YOUR DEPOSIT IS NON-REFUNDABLE.
Cancellation requests received within 48 hours of signing the initial agreement with Extra Mile Van Lines LLC, will receive a full refund, minus 10% fee, due to incurred merchant fees.
NO REFUND WILL BE ISSUED IF THE CANCELLATION NOTICE IS RECEIVED AFTER 48 HOURS OF SIGNING THE AGREEMENT. YOU WILL BE ABLE TO GET A CREDIT IN THE AMOUNT OF YOUR DEPOSIT TO BE USED TOWARDS A MOVE WITHIN 365 DAYS OF THE CANCELATION NOTICE.
Last Minute Scheduling- IF YOUR MOVE IS RESERVED WITH IN 7 BUSINESS DAYS OF THE SCHEDULED PICKUP, THE DEPOSIT IS NON REFUNDABLE. NO REFUND OF DEPOSIT WILL BE ISSUED IF YOU RESERVE AND CANCEL A MOVE THAT IS 7 BUSINESS DAYS OR LESS FROM THE TIME OF SIGNING.
07/30/2025 12:05:38 PM
KAITLIN Customer called - asked about a refund - told her I was sending her the cancellation instructions and that someone from billing would call her with cancel options after we receive her e-mail
07/29/2025 09:32:11 PM
EDUARDO all of clients items were dirty and covered with gargbage - had alot of loose items and did not want anything packed - everything was dirty and dusty and old as per carrier - carrier got a feel client was trying to abandon her items.
Dear customer,
We cannot process any items that are not listed on the inventory.
The carrier sent claims information for damages to inventory that is included on the paperwork. They have responded to every complaint and spoke to the police department and confirmed the firearm was never loaded.
Please process a claim for items that are included on the paperwork, and they will offer the correct claims offer.
This customer was not present at pickup - said her husband signed the paperwork without looking at it. We reviewed the revisions together and they agreed and signed off on the balance due upon delivery. The customer did not mention any price issues until delivery was happening.
Unfortunately, we do not show any customer with this name. If this review is legitimate, please provide your job number so we can address your comments. Thank you.
S
Shlomo Smith · 写过 1 条评价 · 体验于 2025-07-16 ·
★★★★★
跑远方
RUN——Extra Mile Van Lines 完全是一场灾难，而且可能是一个骗局
我的妻子聘请了 Extra Mile Van Lines 来帮助我们搬家。这本来应该是标准的周一接送。相反，我们遭遇了火车失事。
他们周一没有露面。没有解释。然后，突然间，有人终于在周二晚上 9:30 出现——是的，晚上 9:30——闻起来像酒精味，而且显然不清醒。他跌跌撞撞地进来，看了一眼，然后说：“是的，那句话行不通。”
我们很震惊。他打电话给他的主管，我们绝望地同意支付更多费用才能完成任务。他说：“好吧，我们明天早上 7:00 回来。”剧透：他们从未来过。
早上 7:00？没有人。 8:00？还是什么都没有。我们打电话。他们说他们的轮胎漏气了——这是典型的借口。与此同时，我们已经搬家了，以为这会按计划进行。我们收拾好了所有东西——包括宝宝的所有物品——并准备好让人们来取走。
现在我们住在一个新家，带着六个月大的婴儿，没有衣服，没有尿布，没有装备，什么也没有捡到。我们生活在混乱之中，他们对此不以为意，就像这只是办公室里的又一天一样。
他们的“解决方案”？ 50% 的退款，就像这样可以弥补一个有婴儿的家庭陷入困境的情况。根据其他评论，这似乎是一种反复出现的策略——用报价引诱你，欺骗你，然后提供部分退款作为封口费。感觉就像是一个骗局，而不仅仅是糟糕的服务。
我们正在向联邦调查局和有关当局报告此事以进行调查。如果您有过类似的经历，我们建议您也这样做。
像躲避瘟疫一样避开 Extra Mile Van Lines。你最好用手移动所有东西。
Extra Mile Vanlines 回复2025-08-18
We have no customer by this name. Please reach out with your job number so we can address your issue.
Mr. Horgan, according to our notes, you had a Peleton which was not included in your original inventory, and which required special packing, as well as larger bins than originally stated. This of course caused an increase in price. You also cancelled when our team was already onsite.
07/01/2025 02:55:50 PM
DEREKG The customer had larger bins and needed packing for the TV Peleton and Plant. The customer refused and canceled. Informed him the deposit is non-refundable.
07/01/2025 12:27:23 PM
NORELIE checked the arrival time of carrier as them this is between 1-3 pm today. called cx to inform and cx acknowledge
We always want our clients to have a great moving experience and regret that this customer feels otherwise. There is no lawsuit against our company, and no "bribe" was offered to this customer. These are defamatory statements and should be removed from this review. We offered client $150 for any inconvenience she felt she experienced. Yes, sometimes a moving truck encounters issues and will be later than planned, but we kept in contact with this customer so she knew what was going on. Customer had more inventory than she originally told us about-obviously this will cause a price increase. We wish her the best of luck.
L
Leonard Wolf · 写过 1 条评价 · 体验于 2025-05-21 ·
★★★★★
最差的公司I
最差的公司I
我曾经处理过。他们提货时价格加倍，但我找不到任何人打电话。远离！？
。
Extra Mile Vanlines 回复2025-06-24
We have no record of a customer named Leonard Wolf. Please contact our office if you did indeed book a job with us, as the only issue that could cause a price to increase is if there are more items at pickup than originally disclosed.
E
Eboni · 写过 2 条评价 · 体验于 2025-06-13 ·
★★★★★
0星公司，5星头疼！
0星！我在 Extra Mile Van Lines 的经历简直就是一场噩梦。从搬家开始的那一刻起，我就陷入了经纪人和派遣搬家公司之间沟通不畅的困境。在整个过程中我感到完全被误导、被忽视和不尊重。我对销售人员很诚实，但我的估计记录很少。我在不知道报价的重量和立方英尺有误的情况下签了字，这就是价格如此有吸引力的原因。结果，我在搬家当天就面临着原金额近 3 倍的加价！这是一笔意想不到的费用，让我的经历变得更加令人沮丧。
与我交谈的主管充满敌意、不专业且有辱人格。当我试图表达对延误和沟通不畅的担忧时，他一再打断我，对我说话，并给我贴上“戏剧性”的标签。作为一名与家人一起进行州际搬家的女性，我开始担心我的财物的安全。知道这个咄咄逼人的团队可以访问我的地址让我感到非常不安全。我最终不得不挂断他的电话，因为他好斗、大喊大叫，完全无视我和任何形式的交流。我表示，由于我的恐惧，我将与警方联系。
他们没有遵守约定的交货日期，并告诉我，我只能“等多久”。尽管我已经付了派遣搬家公司的费用，但他们仍然要求全额付款，并要求我直接付款。该公司与他们没有任何联系。
这次经历让人精神疲惫，员工的不尊重和煤气灯的程度令人震惊。
不要被 BBB 或 Trustpilot 上的正面评论所迷惑。我真诚地质疑这些评级的有效性。
我后悔当初信任这家公司让我搬家。搬家的压力已经够大了，没有沟通和客户支持不畅带来的额外压力。我祈祷这样的事情永远不会再发生。
Because this job was booked too low, we had to call the customer and either charge the correct amount or refund the deposit because no carrier would take the job at that price. The customer chose to pay the amount. After the moved she called for claims info and was sent the carrier claim information promptly. We are no longer working with this carrier.
