En-route Relocation Info | Compare Moving Quotes

I contracted with En Route Relocation services for my move from Austin, TX to Nashville TN. I was not aware nor was I told that this company subcontracted out to 2 other moving companies (Triple Crown Moving and My American Moving) to handle my move. So my things went into 2 different trucks!! My items were stored in a storage facility. I was told the movers would come and get my things out of storage and deliver them to me in Nashville. I was told I would receive a copy of my moving papers since I was not able to be present at the storage facility. I NEVER received the papers. When my things arrived from My American Movers, I had a broken desk, 2 broken bowls, 2 large picture frame broken and several MISSING items!!! The deliver person wanted more money from me but I told him no. Most of my boxes looked like a gorilla had sat on them. When I contacted En Route's Customer Service rep, Rachel, she said she would email me copies of my papers because I would need them to file a claim. I have yet to receive the papers and now neither my calls or texts are being answered by Rachel or Cassandra at Triple Crown Moving. It was a big comedy of errors. En Route is very good with you over the phone to get your money, but when you have a problem with the move, they are nowhere to be found.

The entire experience with EnRoute and Chen Moving Services, Inc. was sub-par. From the start, the moving truck broke down delaying our time critical move across 5 states. Poor communication from Dispatch to the main office. No updates until I threatened to call the police. When the movers finally arrived, they came in a truck that was already filled with someone else's stuff. The one mover had an ego so large. I told him not to put my things on the truck because there wouldn't be enough room. He went against what appeared to be common sense and loaded my stuff leaving alot behind. I had to put the remaining items into storage. Not to mention, he didn't have help so had to call a local guy who brought alcohol to the site. Both of them were drinking on the job. On top of that, they had the nerve to ask me for any furniture that I didn't want along with a tip. Just crazy! I felt unsafe, honestly and had a mind to call the police, but I just wanted to be done. Fast forward a couple of weeks later, I was charged additional fees including a stair fee to lift our washer and dryer up to our 2nd floor. They delivered our items after two weeks, took our money, but didn't move our washer and dryer up the stairs. At this point, I need a refund so that I can get some movers over here to finish this horrible job. Never again will I use EnRoute Relocation or Chen Services, Inc. I don't recommend them at all. In fact, it's a mystery how they are still operating across state lines. Photos show the half-filled truck at the start, the Mike's Hard Lemonade that the mover put in my freezer without even asking, the washer/dryer sitting in my garage as of today, and the furniture that was left behind because it wouldn't fit in the truck.

BEWARE!!! First They told me my payment amount would not change, of course it did, by an additional $900. I moved from phoenix to Dallas and it took almost 3 weeks to get my things. I had a box full of framed pictures 70% were broken (they are glass)..they placed them in a large box labeled clothing. My pillows were dirty. I ended up dealing with three different entities by the end of my move, the people who delivered my things were in a U-Haul truck drivers didn’t speak English and the guys actually movingy belongings said they found the listing on craigslist (job for movers). I filed a better business bureau report and that still didn’t change anything! They Don’t care should have listened to their competitor when they told me all they do is change their companies name every few months.

So to start, En-Route is a broker service, not an actual mover. Depending on who the moving service is they use for your area, your results may vary. My move started in Boise, Idaho. Spent an hour on the phone giving my moving list initially to get a quote of $18k (3 bedroom full house, cross country), then another half hour a couple weeks later correcting and dialing in the list and it jumped to $21k. Not great but also arguably my fault, fair enough. I was moving and had negotiated relocation (based on their original quote) into my offer letter at a set amount and that was still under my budget. I make my "down payment to secure the truck and lock in the price." Movers show up and the foreman informs me it's going to be *33,000 dollars* to move my stuff. 50% over my REVISED quote. Me being the person that had read all their reviews and paperwork, didn't sign anything as recommended in the paperwork. I called En-Route and after an hour of being on hold get told it's ONLY going to be $32,000. As I contest with the foreman, I get told "well we can leave." Well, you've got me don't you... Since I have a start date with a deadline and need my stuff out today. You can't miss by 50% on a move across town, let alone one across country. Do better. Aside from the price, I was told over the phone it would be a one or two day pack. It took 4 (after they showed up a day late with no communication, despite repeated calls). The day before they were supposed to show up I still didn't even know who the actual moving company was going to be. And while this isn't entirely En-Routes fault, I feel it should be mentioned that their contracting network is awful. The movers we had damaged our house (and when confronted, looked at me confused like I was crazy... dude, I know a new hole in my wall. I know the threshold molding to my kitchen wasn't broken in 3 pieces, because I installed it myself). My next move will be with one of the big boys that can give me a real quote, stand by it, and stand by their work.

I went through this moving company with expectations of satisfaction and promises of my belongings being handled and returned with care and the way I sent them. All I have received was unfulfilled promises of my things being returned and they have not. I get no answers. I have no idea where my belongings are. They won’t tell me. I mean I had my whole life in there from BCs, SSc to furniture clothes shoes etc; it’s just missing. Nothing this company has promised me has happened. Instead I’m left without anything and having to start all over. Thanks for making my first relocation experience and my first months in my new home and new state so welcoming En-Route. You guys should really do the right thing and explain the fact that you broker out the jobs cause then the proper research could have been done because you are the ones responsible for who you hire. Your customers trust you. I ad a paying customer trusted you with my life. Now you ignore the issue and give me the run around. There’s nothing positive coming your way if this is the way you conduct business. This is all of MY ITEMS I WORKED HARD FOR! MY THINGS!!! RETURN MY BELONGINGS!!!!! ITS BEEN IN YOUR CARE SINCE OCTOBER 13th 2021!!! I’ve never seen it again!!!