Complaints

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

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  Plymouth Van Lines Inc

  6420 Federal Blvd Lemon Grove, CA 91945-1352

  
• 

  Plymouth Van Lines Inc

  1420 Kettner Blvd San Diego, CA 92101-2421

  

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:04/25/2025

  Type:Product 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.

  On 3/18 and 3/21, we hired Plymouth Van Lines Inc.for a move and were provided with a quote of approximately $3,000 based on our inventory. On moving day, however, the charge unexpectedly doubled to close to $6,000. We were not given any explanation or itemized receipt for this drastic increase.We have repeatedly followed up with the company, including calls to the operations manager, requesting an itemized inventory or justification for the charge. To date, no inventory list has been provided. We are now out over $2,500 beyond what we budgeted, with no transparency on why the quote was not honored.The company claims on their website that their cubic foot pricing ensures "a fair and accurate quote with no surprises on moving day." They also stated in writing that the quote was binding based on our inventory list and would only change if we added or removed items at a rate of $6 per cubic ******* fact, we removed items from the original list, yet the price still doubled. We never received any updated quote or documentation, despite multiple attempts to get clarity.This experience has been extremely frustrating and disappointing. The company has not been proactive in resolving this issue, nor have they attempted to explain or justify the final cost. We are seeking a resolution that includes a full explanation and adjustment of the overcharge, consistent with the terms we agreed to.Desired Outcome:A full itemized receipt/inventory list from our move.A refund for the amount charged above the agreed-upon quote, adjusted for the actual cubic feet used (especially since items were removed).

  

  Business Response

  Date: 05/12/2025

  When estimate was done, we explained the cubic ft is an estimate and that it can change day of move. We are open to working with customer on a resolution and have offered to return some money.  Cindi  left a message with customer to try to resolve . We will try again on the matter and we are eager to resolve and close the file. 

• Initial Complaint

  Date:03/18/2025

  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.

  The business is significantly misrepresenting the amount of damage. It was not a handful of items damaged, it was nearly everything. This was outlined in detail, along with photo documentation of all damaged items and even video that demonstrated how negligent the movers were while handling furniture. The movers also falsely documented items as packed by owner when in fact they insisted on packing themselves, stating that they knew how to package the items so that they wouldnt get broken in transit. This has all been discussed at length and this is why we requested the arbitration and still intend to proceed with the arbitration process. I look forward to finally receiving instructions on next steps for. calculation based solely on the protection in my contract is $4,200 However, there is a reasonable expectation that my belongings will be treated with care and video documentation shows that the movers carelessness caused unreasonable damage.I escalated the issue to the insurance company, ************************* however they only offered compensation of $80 for one damaged TV console, refusing to consider the rest, despite me providing evidence of all claimed damages. Due to the mover's non-membership of the *********************************, ************************* could not facilitate the arbitration and referred me back to Plymouth Vanlines.I sent a formal arbitration request via mail 2/4/25, I also requested clear arbitration instructions via email and they refused to provide any arbitration instructions and instead falsely claimed that filing a complaint with the BBB initiates arbitrationwhich is not true under ***** regulations.

  

  Business Response

  Date: 04/09/2025

  We have indicated to the client that the arbitration we use is the BBB. We are currently responding to the complaint , and therefore being compliant with the requirements to have an arbitration program  and cooperate with said program . The basic coverage of 60 cents per pound is for all issues of move, negligent or not. We have made an offer at this coverage . Client had 7000 total pounds to move ,but not all items were damages or missing. To claim 7000 pounds, and therefore $4200 , would be if all items were damages, like in the event of a truck catching fire or in a severe accident (extreme examples). Client has not had this occur but rather only a handful of items missing or damaged. We stand by our original offer. Customer was given the choice to receive  full coverage insurance, at ***************** or on her own with our coverage (homeowners or renters), it seems she decided not to purchase . We cannot give full coverage  for free. Its like having a car damaged, and only having basic insurance, and  requesting full coverage after the fact. This also would be denied .

  

  Business Response

  Date: 05/12/2025

  The basic coverage of insurance is not negated dude to us " not treating  with care " as per the words of the customer   . The 60 cents er pound is applicable in this case , and all more excessive cases. The ****************************************** made this rule for all damages and missing items in any circumstances or case under the sun. Customer had opportunity to purchase full coverage and denied . We are able to file a claim with anthem claims our claim company,anthem . We will approve the claim at the basic policy. 

  Customer Answer

  Date: 05/22/2025

  I did file a claim with ************************ last year, their proposed resolution was unsatisfactory so they advised me to proceed with arbitration. They also advised that their arbitrators with ******************************** cannot handle the claim due to your non-membership. Therefore, this matter must be addressed by Plymouth Valines in compliance with 49 USC *****. I explained these steps that have already been taken in my multiple requests for arbitration, beginning in February and have yet to receive instructions for proceeding with the arbitration hearing, as youre legally required to provide. 
  The Investigator at the ***************************************** as made clear to you that simply telling me to file a complaint with the BBB does not satisfy your legal obligation to provide instructions to proceed with an arbitration hearing.
  Again, I request that you provide these instructions. Failure to meet your legal obligations to do so will result in escalated legal action against Plymouth Vanlines. 

• Initial Complaint

  Date:07/01/2024

  Type:Order 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 was NEVER informed that the amount that I was quoted would change since I paid the deposit the day of the quote in order to hold the quote at the price. Plymouth Van lines website and documents that they give to their customers states that they have highly accurate estimates. The quote I was given was for $6232 and AFTER they packed my things they told me the amount was $10,000. That is a scam. Even with the “discounts” I still ended up paying $7362.50 which was over the quote amount. If they did inform me I would not have done business with them. 
  The long haul carry is $75 so even then I still paid more than the quote plus an additional $75. Again this business is running a scam and that is clear based on the numerous BBB complaints that are very similar to mine. 
  
  
  My second complaint is what is more important which is me requesting arbitration for clear breaches of contract on the day of delivery and the day of pick up. 2 with a child that has special needs. His things that he needed weeks ago is still on the truck and I have had to spend money that I should not have had to spend to buy those things again simply because so much time has passed. I have paid half of the quote ($3062.50) from 6/7/24 and they want me to pay $4300 whenever my things get here (I have no date of delivery as of 7/1/2024) and I dont think thats fair to ask. Not only was that not the agreed upon quote, but it is almost 30 days now and I have had to buy things I already own for my son who has a disability. I need to only pay the agreed upon amount of $6232. Also the contract stated customer must be given a copy of the estimate before loading the truck and that did not happen. I signed the contract AFTER they completely loaded my things on their truck which is a contract violation. I signed the paperwork because I had no other choice. My things were already out of my possession.

  

  Business Response

  Date: 07/10/2024

  Client was given an estimate and it was made clear that the estimate can change if the volume changes which it did. We did however lower the price several times to alleviate billing issues and inconveniences . The truck had some mechanical issues which was unfortunate but l led to some delays. We still were within the contracted time for delivery. We did not charge the client numerous charges  such as a long carry at delivery to alleviate any concerns. Client can file a claim for reimbursement for any damages or missing items. 

  

  Business Response

  Date: 10/15/2024

  After back-and-forth with the client, we settled on a reimbursement of $700. We are going to send over a form that needs to be signed today. Once received. We will send payment out same day. We can consider this closed.
  

  
  

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau: I am only accepting this because I feel forced by Plymouth Van lines to accept this offer. I have no other option because my lawyer has tried to get me fair compensation since my damages are well over $4,000 and Plymouth Van lines has refused to go over $700 . I am losing money from retaining a lawyer and Plymouth van lines has refused to offer any more than $700 and so I feel like I have no option but to accept even though I am completely unsatisfied with this amount.
  
  
  
   
  

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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 damage to my items was not the standard possible damage that can be caused during a move. The damage done to my items was due to gross negligence by the company not properly inspecting their vehicle and allowing the transportation truck to leave your facility with my items while having a significant leak, destroying my items with water damage. Had your vehicle been properly inspected, my items would not be destroyed. If this was simply some items being damaged due to standard moving circumstances, I would not be so adamant about this being 100% your company's fault due to your gross negligence in conducting your services properly. 

  In regards to the actual items being more expensive than the quote, how can you justify having your employee come by for an in home inspection, seeing all my items, providing a quote, and then have the actual charges and CUFT being twice what was quoted? This is beyond shady and completely shameful. 

  Offering $2,000 for all the damage and incredibly poor service barely scratches the surface of what your company has cost me. The tv alone was more than $2,000. The mattress was over $1,500. You guys dropped the ball. That truck should have never left your facility in the state it was in. Again, you charged me over $4,500 to destroy my items, deliver me garbage, and left me with having to dispose of the garbage you dropped off. $2,000 simply is not fair enough. This is all because of the leak in the truck. This is all due to your gross negligence and dishonesty. Own up to your mistake.

  er sentimental items. I ultimately paid them over $4500 to destroy my belongings and for them to deliver me garbage that I now need to pay to be removed. They are refusing to offer a reasonable refund and settlement for their gross negligence. I am out the $4500+ for what they charged me, I am out the cost of replacing all my items, and I waited 22 days for this. This is an unbelievably inexcusable service for a company that does this for their livelihood.

  

  Business Response

  Date: 04/25/2024

  There was an increase in price based on the increased cubic feet. We offered a discount of $1000 to solve this issue. While there was damages to this shipment we offered $2000 to rectify all issues . Client has not agreed. The claim should be way less as the basic coverage of insurance was the only policy in place and that is 60 cents per pound . This would equate to an amount less than $2000 .  As we wish to do better than what the industry standard is,  we are still offering the $2000  . 

• Initial Complaint

  Date:01/15/2024

  Type:Product 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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:11/14/2023

  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.

  this complaint was not to get a refund this complaint was to worn people that this company doesnt care about you or your belongings they made it out to be about money I never asked for a refund I just wanted them to acknowledge the fact that there company cared nothing about my belongings I paid their fee I never asked for a refund but through it all they could only say if you had us pack this wouldnt have happened its almost like them saying we broke it because we didnt pack it and we wont be responsible maybe they should hire people who have common sense and can read because it was very clear that these boxes were breakable fragile and filled with glass please again all I want is people to be aware that they dont care as long as they get their money I dont even want the ****** they offered they are a terrible company and I hope this will help other people from the same loss we have felt both my husband and myself lost our mothers and these were things that would have or could have went to grandchildren or great grandchildren but now its just a bunch of trash and breakable were broken the answer I got from the moving company was I should have let them pack my stuff and this would not have happened my property is not replaceable but they should be responsible for the damage more then ****** this company cares nothing about its customers or their property only about the money they charge you and the fact that they have you between a rock and a hard spot you need it done and if you dont pay what they add on you dont get moved Im not asking for them to refund my money but I do want to worn people to not use them they only care about money you as a person or your belongings mean nothing to them

  

  Business Response

  Date: 11/15/2023

  The Sales rep gave this client a quote based on the converasations they had prior to our team picking it up . It was made clear that this is just an estimate and that the cost can change based on the actual volume needed to move.

  Day of the move there was an increase of volume and therefore the cost did go up , however client was made aware and signed ont his new price befroe any itmeas otcuhe or moved. We offered the client the  opportunity to only move the estimated volume and therefore only incur the estimated cost, but we could  not take added cubic ft for free. Client had the option of keeping the estimate the same. Client denied this option.  

  Regarding the damages, all boxes were packed by owner and therefore movers are not responsible for these items being damaged as we do not know if the boxes were packed properly.

  We will follow up with the claim department to ensure the claim is being handled. If there are any delays or hold *** we will push the claim along for reimbursement at the basic coverage of insurance which is 60 cents per pound, which is the basic coverage of insurance that comes free with the move. 

• Initial Complaint

  Date:03/26/2023

  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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  

  Business Response

  Date: 01/19/2024

  The assessment that was offered to the client was based on the basic coverage of insurance  that comes free with the move. We offer full coverage but this is at an added cost. He declined this . He cannot receive more than the basic coverage. This is the law.