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August 2022 by Divya Jolly
HORRENDOUS CUSTOMER SERVICE. Heed the warnings of the other reviews.
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September 2020 by Daniel Statler
Great experience. Highly recommended. A++
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August 2020 by Steve Swencki
Tim is awesome! His company has moved us twice, and we have recommended Keystone to others. They are the best in the business!
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September 2018 by David Bramini
I can't comment on this because it was closed when I got there.
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May 2018 by Anthony Yushinsky
Very unhappy with the level of service I received. North American Van Lines contracted through Keystone (or Air Van) to coordinate my move. I was told I would receive a call the day before my move with an estimated time of arrival. At 4:45pm, I had not received a call so I called Keystone. No one answered my call, and no one responded to the voicemail that I left. They hired a driver knowing full well that his truck would be down for several days for service. I found this out from the driver when he arrived to load the truck. They scheduled two days to load based upon their estimate. The driver had further issues with his truck, and ended up being a day late. Fortunately he hired extra help out of pocked so he could complete the load in one day. The transit from Indianapolis to Manassas, VA took seven days. Pick up was on a Thursday, then the driver had to drive back to Michigan, place our items into a warehouse, get his truck serviced and picked the trailer up on Monday. Why he had to go from Michigan to Indiana to Michigan to Virginia, who knows? Keystone blamed the dispatcher. Then they said they met their contractual obligations, which was to deliver between 1/20 and 1/24. When I signed the contract, I advised the estimator that I would be closing on my house on 1/19 and could accept the items that afternoon, but would like them as soon as possible after that date. They assured me that the window was "in case of unforeseen circumstances", such as weather or breakdowns and I could expect the items on the front end of the window. Then they hired a driver who they knew couldn't meet my expectations - but barely meet the contract. They never apologized, just quoted the contracted dates. The final sThey charged my credit card for the full amount of my move prior to providing me with an invoice. When the charge came through, I immediately contacted Keystone to register my complaint. As I was explaining my displeasure, voila - and email came through with the invoice - like magic. I was told that the email must have crossed with the credit card charge. Then I was informed that the driver was to blame because he didn't provide them the weights. The driver claims he provided them the weights the same time he provided them to me - on the afternoon of 1/17. Keystone said I was lucky they were delivering my items at all, as their policy is to have payment 24 hours before releasing the items. When I explained that they were to blame for the delay in receiving payment, I was referred to North American Van Lines customer care. I would not do business with this company. Their customer service was severely lacking and they cannot deal with customer criticism. They love to play the blame game, never taking accountability for their shortcomings. It was always someone else's fault - the driver, the dispatcher, the computer system, corporate. EDIT: I have no way to respond to the owner's comments. I contacted Keystone on several occasions. My first VM went unanswered. My second concern was met with "take it up with corporate" and blaming the driver/dispatcher. I contacted NA corporate, and received zero redress, The BBB was contacted, and NA responded very rapidly - but more lies and denials. You have my billing, so you have my contact info if you want to discuss this.
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May 2018 by Anthony Y.
Very unhappy with the level of service I received. North American Van Lines contracted through Keystone (or Air Van) to coordinate my move. I was told I would receive a call the day before my move with an estimated time of arrival. At 4:45pm, I had not received a call so I called Keystone. No one answered my call, and no one responded to the voicemail that I left. They hired a driver knowing full well that his truck would be down for several days for service. I found this out from the driver when he arrived to load the truck. They scheduled two days to load based upon their estimate. The driver had further issues with his truck, and ended up being a day late. Fortunately he hired extra help out of pocked so he could complete the load in one day. The transit from Indianapolis to Manassas, VA took seven days. Pick up was on a Thursday, then the driver had to drive back to Michigan, place our items into a warehouse, get his truck serviced and picked the trailer up on Monday. Why he had to go from Michigan to Indiana to Michigan to Virginia, who knows? Keystone blamed the dispatcher. Then they said they met their contractual obligations, which was to deliver between 1/20 and 1/24. When I signed the contract, I advised the estimator that I would be closing on my house on 1/19 and could accept the items that afternoon, but would like them as soon as possible after that date. They assured me that the window was "in case of unforeseen circumstances", such as weather or breakdowns and I could expect the items on the front end of the window. Then they hired a driver who they knew couldn't meet my expectations - but barely meet the contract. They never apologized, just quoted the contracted dates. The final straw: they charged my credit card for the full amount of my move prior to providing me with an invoice. When the charge came through, I immediately contacted Keystone to register my complaint. As I was explaining my displeasure, voila - and email came through with the invoice - like magic. I was told that the email must have crossed with the credit card charge. Then I was informed that the driver was to blame because he didn't provide them the weights. The driver claims he provided them the weights the same time he provided them to me - on the afternoon of 1/17. Keystone said I was lucky they were delivering my items at all, as their policy is to have payment 24 hours before releasing the items. When I explained that they were to blame for the delay in receiving payment, I was referred to North American Van Lines customer care. I would not do business with this company. Their customer service was severely lacking and they cannot deal with customer criticism. They love to play the blame game, never taking accountability for their shortcomings. It was always someone else's fault - the driver, the dispatcher, the computer system, corporate.
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March 2018 by Tom Sweeney
I've moved many times and they were by far the best of all. They treated our belongings with such care, as if it were their own. Nothing broken or damaged at all. I would highly recommend them.
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March 2018 by Jason Sweeney
Tim and his staff are hands down the nicest and most down to earth group I've come across. Incredibly helpful and will go out of their way to make things more convenient for you. HIGHLY recommended!
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March 2018 by Allison Mento
Wonderful staff, extremely helpful and knowledgeable. Would definitely recommend.
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March 2018 by Timothy Mento
Friendly staff with a welcoming office
