Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to move my items from ******** to OK. I paid a deposit and was given routing number *********. I arrived to OK and my items did not. Every time I have called the company to speak to Yugo, I am either placed on hold indefinitely, or no one answers. I need my items. They are now two weeks overdue and no ETA given. Also, my bank contacted me to advise that there was an attempt to withdraw $500 from my account by someone named ***************************** - further details to follow. The only company that has my card number is Country wide.

  Business Response

  Date: 11/17/2022

  Good day *****************. We are sorry to see your dissatisfaction with a couple of points in your move process. After your initial interaction with *********;you were given our ************************ information to help you with any questions. We also sent you a couple of emails with the direct contact information for that department since that is the department in charge of follow **** frequently asked questions and escalations. We do apologize for the wait on the lines and not getting a call back from him, but if you used the information you provided to reach the ************************ any of the team members would have reached you in a very expedited way. Regarding your delivery, it was done during the common delivery times established for long distance moves, with yours close to **** miles. I will email you  the portion of the agreement where delivery times are informed. Pickup was on 10/28, 10/29 and delivered on the weekend of 11/11 which is about 11 business days. We do offer direct deliver services however, that was not a service that was booked for this move so you received your items within a standard timeline that well exceeds the Federal guidelines for delivery as is always our goal. Regarding the fraudulent charge attempt, we protect and encrypt clients payment information and would love to receive more information to help you in this area even if the bank fraud system deterred this attempt. *****************, we were able to deliver your belongings inside the promised time frame and we are willing to help investigate the fraud attempt even not knowing or having any team members under that name. Please reach out to us and we will be happy to continue to assist you.  Kind regards. 

  Countrywide Relocation Services

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18377537
  
  I am rejecting this response because: There has been no delivery of my items to date. The company states they were delivered on Nov 11, but they were not. There has been no attempt to deliver my items.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/18/2022

  *****************, 

  We received the last information about the confirmed scheduling of the delivery and that is why we assumed you completed that portion. We just spoke with the carrier and they mentioned that they did call you for delivery. They also stated not receiving the remainder of the agreed amount to complete services. Please get in contact with them as the final payment needs to be rendered as agreed. If there is any way we can help you please let us know. Kind regards. 

  Countrywide ********** Services Customer Care

  Customer Answer

  Date: 11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/09/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Country Wide relocation under quoted and lied about services and PT Vanlines driver didn't provider white glove service

  Business Response

  Date: 11/17/2022

  Good day *******, 
  We at Countrywide take all client complaints seriously. After reviewing the details of your move, we can see that you were given all the proper documents for your initial review, then you mentioned that you needed some updates in your inventory and the inclusion of the two vehicles, and it was redone and resent for your review. *******, we do more than 160 moves per month, and we are very effective and successful in more than 90% of the moves. The 10% of the moves that present small issues or problems are mostly because clients do not include items in the inventory, or they omit details for the ones that are included, like the ability to stack other items on top to make better use of the trailer space, or add last minute items such as bicycles, lawn mowers and don't want to pay for this items and blame the salespersons... or simply don't read the documentation in detail before signing. We can make any kind of changes to the quotes because clients can ALWAYS add or subtract items or services to their quote. Many times, when clients forget to include items and want to add them at the time of pickup, if the route and trailer has enough space, these can be accommodated, and the Bill of Lading can be redone before starting to load the truck since it needs your approval and signature. The concept is simple, is starts with an estimate for space needed inside a truck and the client is always involved and approves. For your move between NV and CT a competitive rate per cubic foot was offered, then, an estimate of the space needed is based 100% on your description of the items and a standard size for similar items is used in the system to present you with a number. It is still a quote and is subject to change even at the time of pickup. The rate that never change is the rate per cubic foot. If a client describes items that result in **** cubic feet, but then at time of pickup the markings inside the truck show a higher number, then the rate changes as stipulated and agreed by the client. The final price is dictated by the final cubic footage at pickup. Our customer care department reached you in several occasions and asked questions about the inventory. The services were performed as agreed. Now, regarding the damages, did you start the claim with the carrier form? As stated in the documentation, there is standard coverage you have included, and also the offering of additional coverage but we see no questions about additional insurance or a list of items to mark as delicate. Please keep in mind that interstate moving has the same risks as any long distance shipping service. Even the postal office is not responsible for damages or refunds for full value of items if the shipper does not describe them, declare the value and pay the additional fees to ***** Trucks are at the mercy of nature, prone to highway accidents, simple bumps on the road that can move items forcefully, etc....   Please let us know about how you started the claim for the damages, we would love to help with the process...

  Countrywide ********** Services Customer Care

• Initial Complaint

  Date:10/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted countrywide moving and relocation services in early October seeking a long distance move from *******, ** to *******, **. I was working with **** who lead me to believe Countrywide was a full-service moving company. He took my inventory and had me put down a deposit of $1,298. He did not disclose that Countrywide was a moving broker or that another company would ultimately be in charge of my move on move date. There is a clause in the contract that states I cannot get a refund on my initial deposit after 3 days- which also was not disclosed to me by the sales representative. I was contacted by ******* in "quality assurance" on October 24, 2022. He told me it "might be a Countrywide van that picks you up" after I inquired about the exact people who would be picking me up. Therefore, I was lead to believe I had hired a full-service moving company. I received a confirmation from Countrywide on October 29, 2022 which indicated New Jersey Transportation was my carrier and to make all checks out to them. I researched this company and found several red flags. Had I known this company would have anything to do with my move I would have never hired Countrywide. Examples of the red flags are this website telling me there are issues with their DOT license, multiple bad reviews which raise very serious issues, and multiple company names. This was assigned to me without my consent. I would like my deposit back because my deposit was obtained without the proper disclosures as to what my deposit was covering. I thought I was hiring a full-service moving company. I would have no use for a broker as I want to research and choose all parties involved with my move. I have since cancelled the move as I was not satisfied with the response from customer service when I called to voice my concerns. I was able to find alternate arrangements but I would like my deposit back as it was obtained without the proper disclosures.

  Business Response

  Date: 11/10/2022

  Good day ********,
  We here at Countrywide Relocations are sorry to hear that we were not able to provide you the service that you were expecting. It is our mission to provide our clients with good customer service and make sure that we get them moved to their satisfaction.Since you have cancelled your moving service with us and we did not actually move you, we feel that you are due a full refund of the deposit you made to secure your relocation with us. We wish we could have serviced your move. As per our conversation today, your full refund is being processed. Please call us directly with any additional questions or concerns. Wishing you the best in your new home.
  

  -Countrywide Customer Care