Complaints
This profile includes complaints for Colonial Van & Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/31/2023
Type: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.
Colonial Van & Storage moved me from ****, ********** to ***********, ** on March.4, 2023 Shipper # ************ Upon arrival my Marble top coffee table was crushed on top, all four legs are scratched up so bad, and missing caster on one leg, missing hardware to my TV Cabinet, when I ask the driver where was all my hardware to my tv cabinet, he didn't know. I filed a claim with them and it was denied. I didn't get not even as much as apology.Also I moved again from ***********, ** to *******, ** on May. 6, 2023 Shipper # ************ same movers and upon arrival my Dinette Table set was damaged and I let the driver know at that time when unloading. I filed a claim and they denied my claim. I have over $2300.00 of damages. My furniture is less than two years old. I am so upset that they did not care how they handled all my belongings and even the boxes that said fragile! They did not care at all. I do not deserve to be treated like Oh well, we made are money so Goodbye. Totally unfair! The driver told me that the Dispatcher told him not to deliver my goods because he didn't think I was going to pay for my move, how embarrassing is that. Also I let ************************* the dispatcher know I was given no paperwork to sign from the Driver ***** when they loaded my stuff up in ***********, ** and ****** said: Don't tell me that you are scaring me. I said its true, I never signed anything or was given any paperwork.
Business Response
Date: 06/01/2023
We are sorry that ******************************** was not happy about her two moves. Her initial move was from ****, ** to a mini-storage in ***********, ** delivering on 3/17/23. At delivery, ************* was not present and explained to our driver that she had a family reunion and could not be there to receive her property. ************* had been told multiple times by her salesman, *************************, that her participation at delivery was essential to examine the condition of her delivered goods. At delivery, ********'s friend, *********************** was there to inspect the delivery and sign paperwork. The driver paid special attention to the dining room table, placing it top-down on a multi-bagged mattress on the floor of the mini-storage to make sure it was protected while being stored. *********************** noted no damage to any items upon delivery. Our liability ends at a mini-storage delivery since items left in a mini-storage are constantly at risk for damage.
The second move from *********** to ******* happened in May and an Allied agency on the east coast handled that pickup from the mini-storage and the delivery to Phoenix. ************* didn't file a claim after her initial move into storage but did file a claim for damages after the second move from the mini-storage to *******.
There is nothing that we can do to assist in this matter. Due to the multi-agency involvement with this very small move, Allied *** Lines handled the claim. ************* knew that our liability ended with the delivery to the mini-storage and was nothing but complementary about the driver who took her goods to ***********. Our salesperson was in constant contact with ************* throughout both moves.
Again, we're sorry that ************* was displeased. We endeavor to make sure that every customer is handled in a professional, careful manner and regret that ************* is unhappy.
Sincerely,
***********************, CFO
Colonial *** & Storage, Inc..
Customer Answer
Date: 06/05/2023
I am rejecting this response because:Shipper Registration Contract # ************ - May.6th from ***********, ** to *******, ** - My Dinette Set was damaged from the second trip. At that time I informed the driver ***** as the movers were taking it off his truck the table was damaged. The round dinette table top was fine from *********** ** to *******, ** , it was damaged from when the movers moved it off the truck. ***** took a look at it and wrote that it was damaged. I do not know the inventory tag number because ***** did not write it down on the contract. All I can read on the contract is Item #2. I need Allied to have it repaired or refund so I can replace my table.
Van Number # *****
Agent # *****
Carrier Reg # ******
Business Response
Date: 06/06/2023
************* needs to re-open her claim with Allied *** Lines since she is noting the damages to her dining table occurred during her second move from *********** to *******. Her second driver, ***** noted damages to the dining table when he picked it up in ***********. He's claiming the damages were pre-existing to his loading of the table into his truck in ***********. If ************* has anything that shows the damages to her dining table occurred when ***** or his crew unloaded the dining table from the truck in *******, then she needs to present that information to Allied *** Lines.
Since Colonial *** & Storage did not handle the claim for these two moves, we cannot over-ride Allied *** *********************** and charge another moving company for their driver's damages. ****************** for the move from *********** to ******* in *** is Nor-********** Services and their driver was ****************************************
Again, we regret that ************* is not satisfied with how her move was handled, but since she chose to not be present when the delivery was made into her storage unit in ***********, the claim liability stopped at that point for the first move. The second move had new inventory paperwork that ************* signed - and there were damages noted on those inventory pages showing that the table was no longer in good condition. If she is refuting those notations, she needs to open the line of communication between her and Allied *** Lines claims department.
***********************
Chief Financial OfficerCustomer Answer
Date: 06/10/2023
I am rejecting this response because:
When Nor Cal movers were moving me from ***********. ** to ******* he had two Spanish guys moving my belongings. One of the guys is the one who noticed my marble coffee table was damaged and all the hardware is missing from my brand new TV Cabinet which was never put in a plastic bag and taped to the inside. All of ** was inspecting every single piece of furniture going into the * Haul. The Dinette Table wasn't damaged at that time.
*pon arrival to ******* when the guys were moving my dinette table off the truck with no moving blanket around it, that is when I noticed the damage,told ***** to come look at it, at that time he got my paperwork and wrote on the back where he wrote the first damaged furniture. I will go to the storage and ask for a copy of the video where all this took place and where he added my table was damaged on the contract. He ask if he could write this down on the back of my car because we were near there. I am contacting am attorney to **** I did none of this damage..why would I? I just bought everything. I don't appreciate ***** not telling the truth. He knows the truth. ***** even had his nephew come by the storage to visit him while he was in town. His nephew was there and saw everything as well and ***** was telling him what happened. Also the two movers that were helping saw and heard me as well. All my boxes are crushed that says FRAGILE, they don't pay attention to the boxes. They did a horrible job. All I want is help getting my furniture repaired. I will go on TV to 3 on your side and advertise the business and rip off, I am getting an attorney, I will also get a copy of the video from the storage. I can't believe all this trouble I am having to get help to fix my damaged furniture that they damaged. Very poor business. So it looks like I have to go to the next step and do what I got to do.
Business Response
Date: 06/12/2023
************* filed a claim with Allied *** Lines for the damages to her goods that happened on her second move. She needs to contact the claims adjuster from Allied *** Lines to reopen her claim. With the additional information she's provided that the damages were observed on the second delivery, she should be able to have her claim reconsidered.
Sincerely,
***********************
Colonial *** & Storage, Inc.Customer Answer
Date: 06/17/2023
I am rejecting this response because:
I have called Allied *** Lines to reopen my claim. They emailed me the form to do on line. I am in the process now.
Thank you
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.