Colonial Van Lines
Mover in Pompano Beach, Florida
Google rating
3.9
Ratings counted
3,629
Are 1 or 2 star
25.2%Well above typical
The rating breakdown
913 of the 3,629 ratings in Google’s published star breakdown for Colonial Van Lines are one or two star.
Against other listings in Pompano Beach
16.8 percentage points higher than the middle of the 14 listings in Pompano Beach we can publish a rate for.
Google’s published star breakdown
| Rating | Distribution | Count | Share |
|---|---|---|---|
| 5 star | 2,289 | 63.1% | |
| 4 star | 287 | 7.9% | |
| 3 star | 140 | 3.9% | |
| 2 star | 58 | 1.6% | |
| 1 star | 855 | 23.6% |
Counts as published by Google in its star breakdown, not the reviews we have read. Google also publishes a review count, which does not always match this total. Each row is rounded on its own, so the shares need not add to exactly 100%.
- 0–5%
- 7,048
- 5–10%
- 1,993
- 10–20%
- 1,265
- 20%+
- 454
The marker is Colonial Van Lines at 25.2%. The typical mover among the 10,760 we can publish a rate for sits at 3.0%.
Every company with at least 20 ratings in Google’s published star breakdown. Rates come from those breakdowns, not from the reviews we have read.
What the complaints say
Moving goes wrong in a small number of specific ways. These are the ones reviewers describe in the low-star reviews we have read for Colonial Van Lines, counted by matching the words they used.
- Damage to belongings92 · 47%
- Booked by one company, moved by another47 · 24%
- Late, delayed or a no-show45 · 23%
- Items missing or never delivered40 · 21%
- Crew conduct29 · 15%
- Price rose after the quote24 · 12%
- Stopped responding11 · 6%
- Belongings withheld over payment9 · 5%
- Claim or refund went nowhere5 · 3%
Counted across the 194 one and two star reviews we have read for Colonial Van Lines. A review can describe more than one problem, so these do not add to 100%. Each share is rounded on its own.
In their own words
Colonial should change name to Fraud & Bait and Switch! Colonial makes promises and then outsources to various companies. They do nothing for the customer after they assign your job to a subcontractor and collect their fee. No one showed up on the pickup day to get my things to start. My wife and I both took time off work on that day. There was no call or reason why they didn't show up.
Dmitry, We apologize for the inconvenience you have experienced. We would like to speak to you regarding the issues you have experienced. Please call the resolutions manager at [phone removed] so that she can work on your behalf on a resolution for your issues. Thank you.
Colonial Van Lines is unreliable and dishonest. The quick hits: 1. They did not pick up OR drop off within the window provided. 2. The discounts they offered for the inconvenience were not reflected on my final bill. 3. They claim to call and leave messages that never appeared on my phone. They stopped responding to written communication completely. 4.
Kristen, We apologize for the inconvenience you have experienced. We would like to speak to you regarding the issues you have experienced. The resolutions manager has been advised, you can also reach her directly at [phone removed] so that she can work on your behalf on a resolution for your…
I don’t write negative reviews, we have enough negativity in our lives. That said, our experience with colonial was so horrible I had to share. Our move was supposed to take three days given the size of our home, but the company changed it to one instead. Unsurprisingly, they couldn’t finish in one day and we had to contact our buyers to ask for extra time to move out on the day of the closing.
Kevin, We're regretful you had a less than favorable moving experience. Our records show that you spoke with management in regards to what transpired during the course of your relocation.
The onboarding experience is smooth and they’re responsive, right up until they have your stuff. After that, communication drops off completely unless you chase them down. They overpromise on delivery timing during the sales process, then blow past the stated 10-day window by nearly a week with zero proactive updates. When you finally get answers, their idea of compensation is a $30/day credit, an insult given the stress and disruption of a delayed move.
We apologize for the inconvenience you have experienced. We would like to speak to you regarding the issues you have experienced. Please call the resolutions team at [phone removed] so that they can work on your behalf on a resolution for your issues.
Predatory. Dishonest. Manipulative. Colonial Van Lines is the worst company I’ve ever dealt with. If I could leave zero stars, I would. Colonial Van Lines doesn’t just run a disorganized moving operation — they run a scam built on lies, threats, and intimidation. We hired Colonial for a cross-country move. They confirmed in writing that our furniture would be delivered on June 22. We planned everything around that date.
We're regretful you had a less than favorable moving experience. Our records show that you spoke with management in regards to what transpired during the course of your relocation. The final cost of your move was less than what was estimated.
So far, this service has been abysmal. We booked a move from Arizona to Maine back in May, and we still have not received our shipment (it is now July 13th). While that is very troubling, what is worse is that no one I talk to can tell me where the shipment actually is. They do not call you back. When I've asked to have a manager call me, they do not. When they do communicate, they provide delivery dates that never materialize.
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We take all customer concerns seriously and are committed to addressing them fairly.
The worst moving experience I’ve ever had — and I’ve moved internationally multiple times! From start to finish, the staff was completely unprofessional, with no proper follow-up and constantly shifting moving dates despite confirmation from the account manager. I lost two full days of work waiting for the truck that never showed up as scheduled — only to be told last minute it wasn’t coming.
We apologize for the inconvenience you have experienced. We are unable to find your job number and would like to speak to you. Please call the escalations team at [phone removed] ext 831 so that they can work on your behalf on a resolution for your issues. Thank you.
DO NOT USE THIS COMPANY! Customer service is non-existent and they lie. They offered a quote below some other companies but were not the lowest quote I got for my long planned move. I went with Colonial based on promises made by the Customer Service rep after multiple conversations. Move was booked months in advance. After they got my deposit, I heard nothing until the week before my move. At that point, it was virtually impossible to reach a person.
Joanne, We apologize that you're unhappy with your moving experience. We appreciate you working with us in the Resolutions Department, as always you can reach Donna at her number [phone removed].
What satisfied customers point to
The same method, applied to the four and five star reviews. Most movers are praised for the same handful of things, so what is missing here is often as telling as what is present.
- Professional and courteous159 · 45%
- Kept in touch121 · 34%
- Worked hard and fast88 · 25%
- Careful with belongings66 · 19%
- Turned up when they said60 · 17%
- Price matched the quote8 · 2%
Counted across the 356 four and five star reviews we have read for Colonial Van Lines. A review can mention more than one thing.
In their own words
⭐⭐⭐⭐⭐ Excellent Service, Communication, and Value We recently completed a move from Pennsylvania to Missouri using Colonial Van Lines, and the entire experience exceeded our expectations. From the beginning, Drexel was fantastic to work with. He took the time to understand our situation and helped us find a price point and moving schedule that worked well for our family, especially with a toddler in the mix. Having flexibility around timing made a huge difference in reducing the stress of a long-distance move.
The overall experience was very positive. Every associate that helped along our move was professional, knowledgeable, and thoughtful - 5 stars across the board for them! Colonial wasn't the cheapest, nor the most expensive, quote we received but the services provided and the professionalism by everyone made them the clear choice.
Thank you for sharing your positive experience regarding your recent move. We appreciate you taking the time to let us know how we are doing here at Colonial Van Lines. We want to wish you all the best at your new location and in all your future endeavors. Thank you!
I recently moved from Illinois to South Dakota in June, and Colonial Van Lines made the entire experience absolutely stress-free and smooth. From the very first phone call, their team was professional, courteous, and incredibly organized. They walked me through every step of the moving process, answered all my questions promptly, and provided a detailed and transparent quote with no hidden fees. The movers arrived right on time and handled all of my belongings with the utmost care.
Eric, Thank you for sharing your positive experience regarding your recent move. We appreciate you taking the time to let us know how we are doing here at Colonial Van Lines. We want to wish you all the best at your new location and in all your future endeavors. Thank you!
I recently hired Colonial Van Lines for a long-distance move, and I’m very impressed with their professionalism and efficiency from start to finish. From the first phone call, their customer service team was clear, friendly, and transparent about pricing and scheduling. They explained every step of the process so there were no surprises along the way. On moving day, the crew arrived right on time and handled all my belongings with great care.
Ramil, Thank you for sharing your positive experience regarding your recent move. We appreciate you taking the time to let us know how we are doing here at Colonial Van Lines. We want to wish you all the best at your new location and in all your future endeavors. Thank you!
What Google’s own summary highlights
Google surfaces topics it finds across a business’s reviews. They skew positive across every mover we hold, so treat them as a summary of what this company is praised for rather than a balanced picture.
- pickup270
- estimate222
- broken items209
- professional movers153
- lost items142
- efficient movers129
- resolution department118
- cross country move100
- interstate move47
- damaged boxes23
What the company says about itself
Taken from Colonial Van Lines’s own website. These are statements the business makes, not things we have verified — we have no way to check them, and neither claim nor absence should be read as a finding.
- Advertises free estimatessays on their website
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“Opportunities Corporate Opportunities FREE QUOTE Moving Services Long-Distance Movers Mo”Raw text captured from the page, including any surrounding navigation.
- States how long it has tradedsays on their website
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“Get A Moving Quote Get My Quote With over 50 years of experience in the moving and storage”Raw text captured from the page, including any surrounding navigation.
- Describes itself as family ownedsays on their website
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“…xperience with the personal care of our family-owned business. Year after year, we're rated”Raw text captured from the page, including any surrounding navigation.