Axis Van Lines

Just moved my daughter from one apartment in the city to another with a final stop at my home in the suburbs. The guys that moved us were professional and efficient. I will definitely use them again for the next move. I highly recommend them.

The crew was very professional each man introduced themself and shook my hand when they first arrived. Everything that they would be doing was explained to me, and I was given the opportunity to ask any questions that I had. The men were very careful with all my belongings treating them as if they were packing their own items, they worked fast and diligently. If anyone is looking for a moving company I would highly recommend Axis Van Lines.

By far the best moving experience I've had. The team was quick, but very careful with all our stuff. Not a single piece was damaged. They even went above and beyond helping set up the new mount on the back of the TV. Highly recommend.

We recently needed a VERY heavy hospital bed moved. The four person crew they sent were very polite and even waited for us to get my daughter out of bed. They moved the bed quickly and safely, we were impressed with the entire process and would definently not only use them again but highly recommend Axis Van Lines. Thank you!

On 9/23/20, I contacted Ben Curtiss with Axis Van Lines to get a quote for a move from Brooklyn, NY, to Woodbury, MN. On that call, I listed all of the things that we would be bringing with us so that Ben could get us what he said would be a final price. He emailed me a contract and indicated over the phone and in the email that the price ($3,303.26) was fixed and would not change. He promised me on the phone that my possessions would be the only things on the truck and that it would take only 2.5-3 days for my possessions to arrive. He said that our move day (10/19/20) was guaranteed. I signed the contract and paid a deposit of $1099.60 based on those promises. Several days later, I received a call from Kristen in customer service. At that point, I learned that there was need of a backup day, but not knowing this I had booked a flight for 10/20/20. Kristen told me that she would make my backup day be 10/18, the day before my scheduled pickup day. On 10/9/20, I received a text message from Axis Van Lines saying that my primary pickup day was now 10/18/20 and my backup day was 10/19/20. I called customer service and spoke with Dianne, who told me that a backup day could only be the day after a primary pickup day, so I would have to have my primary pickup day be Sunday, 10/18/20. It was at this point that I found out my things would NOT be the only possession on a truck and that the moving time would take between 7 and 21 days and that the price we were told by Ben was not fixed, but would change based on the actual cubic feet of our move. When I said that was not the agreement I had made with Ben, I was told that Ben was fired for lying to his clients. This was the first I was being told about this, 16 days after I had booked my move with him and only because I had reached out, not Axis checking with me to make sure that I had the correct information. At this point, it was too late to withdraw from my contract with Axis, request a refund of my deposit, and book a new moving company. On 10/12/20, I was called by a quality assurance representative who went over my inventory list again and raised the price to $4,609.30, a $1,306.04 increase. He also charged me a new deposit fee of $281.84. On 10/16, I received a call from Potential Van Lines, the actual movers that Axis Van Lines had subcontracted out to, telling me that my possessions would be packed and moved on 10/19. When I told the dispatch person that I was supposed to have my things moved on Sunday, 10/18, as per Axis Van Lines (Dianne), she said that that was impossible and that Dianne knew that because Potential Van Lines is closed on Sundays. This meant that I and my spouse had to change our work schedules and moving plans three times before we received a final moving date. When the movers arrived on 10/19, the moving foreman raised the price to $6,627.44 (a $3,324.18 increase from the initial "fixed price" we were promised). I asked the foreman why the price had increased and he said that despite the inventory being accurate, that brokers like Axis would misquote cubic feet to get people to book with them, but that movers used the actual cost. My possessions were delivered on 10/24/20, but on 10/27/20 I reached out to Axis to ask for a partial refund do to their unscrupulous business practices. I spoke with Kristen in customer service, who relayed my information to her manager, Lee Powell, and was told I would hear from him by 10/28 in the morning. After I called back on 10/28 after not hearing from Lee, I received a call from someone identifying himself as Dave Lee from Genesis Resolution Solutions, an outside investigator who "monitored Axis Van Lines' chat" and brought moving companies to arbitration if they violated business practices. He collected my information and emailed me from a Gmail account with the sender name "Lee Powell" with a phone number that was one digit off from Axis Van Lines' customer service. The email warned against making any public complaints. Axis Van Lines has repeatedly lied about the services they would provide and the prices at which they would provide them. When I attempted to resolve my issues with them and request a partial refund, I was sent an intimidating email from the business manager posing as someone meant to work on the customers' behalf. When I have since attempted to re-contact anyone higher up than the customer service representatives who answer Axis' phones, I am told that they can only relay my message to Lee and that he will have to call me back. I want a refund of the $3,324.18 increase in services above the originally quoted price and an apology for their bad behavior.