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:07/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our daughter is moving from ********** to ******* to start a new job as a medical professional. Her company will pay up to $3000 for her move. Given that we chose to move furniture we had instead of buying new stuff there we reached out to a Company that organizes the moves, but then gives them to another company of which they have many. Vanguard was the company assigned to us, we had multiple phone calls with both companies to share. We truly understood all the logistics. And we were told that the shipment would arrive within 7 to 21 days of, the pick up date after many days went by and we heard nothing from Vanguard about the truck contents when it left ***********, zero information. My daughter is renting her first apartment and theres a move-in date and it was crucial for one of us to go there and help her and , the money weve spent now, which we couldnt afford has gone to waste as the shipment has still not arrived nor has there been any confirmation. My biggest complaint is Vanguard doesnt call us back doesnt pick up the phone says they have no idea where the truck is and just repeats over over and over again that they have 7 to 21 business days , after the date that was written down, which was not what they communicated or what was agreed-upon

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Representative from the ********** office was very rude when I expressed that my items are packed up a d ready to ship and didn't need packing service, he was upset cussed at me and hung up. His name unknown but his personal.cell is **********.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We hired Extra Space moving and storage who in turn sub-hired Vanguard lines Moving LLC.Initially, they informed me that the movers would arrive at 8 am on Friday, September 29th, but then the time was changed to 10 am. They provided me with payment options, and I was disappointed with the lack of traceable payment methods and receipts. On the day of the move, the movers were late and kept giving false information about their arrival time. They claimed there was more stuff than initially quoted and significantly increased the price to $3489.25 for each half of the move, so almost $7000 more . I was pressed for time and had to accept the new price.The movers were slow and unprofessional, leaving trash behind and causing damage to my property. It took an unexpectedly long time to load the truck. I had to clean up and make repairs to my property after the movers left. The day before the drop-off, I was informed that the payment could only be made in cash, Zelle, or money order, causing further distress.During the unloading, I had to repeatedly ask the movers to place items in the correct locations. Around 7:45 pm, the movers abruptly left without completing the job, leaving a messy pile of boxes in my garage and front yard. I reported the incident as potential fraud. Some items were damaged or missing, and labels on boxes were tampered with. We don't still know which items they left with in their car, and there are a lot of items we can't find and others that have been pulverized. My wife has mobility issues from recent surgeries, it's up to me to move all of our stuff from the front yard, and the garage into the house, and put together beds and furniture; something we paid them to do.Several items, including walls, dishes, furniture, and storage containers, were damaged during the move. I also found some boxes covered in an unknown substance.