Complaints

This profile includes complaints for Ernie's Van & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ernie's Van & Storage

  185 Spring Hill Dr Grass Valley, CA 95945-5936

  
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  Ernie's Van & Storage

  1080 Standard St Ste B Reno, NV 89506-8663

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:02/12/2025

  Type:Billing 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.

  The agent who performed our move estimate presented us with two quotes: Quote #1 (Q1) for standard service, and Quote #2 (Q2) which guaranteed us exclusive use of one truck for the entire move. We decided on the more expensive Q2, but this is not the service we received. Our agent underestimated the size of our shipment and had to bring in a 2nd truck for overflow. At the destination, only the 1st truck arrived on the scheduled delivery day. Later one afternoon, a driver told us he would be delivering our shipment that night and that our belongings had been removed from their original truck, loaded onto a separate truck, combined with another customer's items, and would then again be transferred to a smaller truck to complete the delivery. I wrote an email on 1/22 detailing this experience and requesting a partial refund of $4,449.14, the difference in price between Q1 and Q2. Considering that the move was completed adequately, but without the exclusive use of one truck, this seemed like a reasonable request to me. I was ignored. I wrote a follow-up on 1/28 to which the vice president replied and admitted that we had paid for guaranteed delivery of [our] belongings using one truck and that what we had agreed to did not happen. Yet he still refused my partial refund request as the service was completed. I replied that I was not disputing that the service was completed. I was merely requesting a refund of the difference between Q1 and Q2 as we paid for one service but received another. Had we known that we would not be getting what we had agreed to, we would have gone with Q1 and saved ourselves the money. Now we are out that money and still had to deal with the problems associated with Q1. If Q2 guaranteed us the exclusive use of one truck, then we should be refunded $4,449.14. Otherwise, this amounts to a breach of contract. To date, the company has not refunded me nor replied to my latest email.

  

  Business Response

  Date: 02/12/2025

  This customer is correct that they paid for exclusive use of a specific sized truck, which they received.  They filled the truck and everything did not fit and there was an overflow.  Per the contract they only paid for exclusive use of the Van and not a second Van......we could have refused to take the overflow as they paid for exclusive use of one truck not two......but of course we would not do that to our customer......we promptly delivered the full truck per the terms of the contract and generously brought the remainder of the shipment to them the following week and did not ask for any additional charges.  We went above and beyond our obligation to this customer per the terms of the contract.  We legally could have asked for more money to deliver any overflow as they exceeded the sized Van they paid for......but we did not of course.

  Customer Answer

  Date: 02/16/2025

  I am rejecting this response because:  Firstly, I do not believe the business is being honest.  None of this information was communicated to me or coordinated with me earlier in the process.  If this had been communicated during the move, or in reply to the multiple emails I have sent since, I might be more inclined to believe it.  The fact that it took a BBB complaint to generate this response leads me to believe that the business is being dishonest.  Secondly, we did not have any control over the size of the truck that was provided.  It was not our decision to order an inappropriately sized truck, it was our agent's call and it was the wrong one.  This is not our fault.  Lastly, the proposed "remedy" to this problem was to just provide the lesser of the two services that were offered in the beginning.  At best, this situation is the result of horribly mismanaged communication on the part of the company.  At worst, this is a dishonest business.  In either case, I am not disputing that adequate services were provided which is why I am not requesting a full refund.  I am only asking for a refund of the difference between the service that was paid for and the service that was provided.
  

  

  Business Response

  Date: 02/18/2025

  You received the exact service we told you that we would provide which was exclusive use of a truck......which you filled.....and the overflow was delivered promptly.  Nothing dishonest on our part.  If anything you could have been charged more but because we are an honest company we stood by our original price and delivered your overflow promptly and free of charge.  We do appreciate you and your business and find it unfortunate you believe we are being dishonest about having to send two trucks to ** when we only got paid to send one.  Thank you.

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because:  We paid for all of our items to be loaded onto one truck and transported at the same time.  This did not happen.  Four separate trucks were used and two separate deliveries were made.  We chose to pay more for this service because we were repeat customers and had used this service in the past.  We were very satisfied with the service we received the first time.  We had one truck, one delivery, no broken items, and minimal stress during that move.  We expected this same service the second time, but did not receive it.  Instead, we got multiple trucks, multiple deliveries, broken items, and some of our items were combined with those of another customer.  We had stress, uncertainty, and terrible communication during this move.  This move was everything we had hoped to avoid by paying for the more expensive service.  Since the move, I have been either ignored or lied to by this company.  Their story is inconsistent and changes in every correspondence.  It was not our choice to order an inappropriately sized truck.  We had no control over that.  I am not disputing that the move was completed, and the company is seemingly not disputing that we did not get the service we paid for.  It seems to me that the decent thing to do would be to apologize for ordering the wrong truck, failing to provide the services we paid for, and making it right by refunding the difference between the two quotes.  I am disappointed in this company's handling of this situation because, as a repeat customer, I thought my family and I would have been treated better than this.