Complaints

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

close

Find a Location

Joyce Van Lines, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Joyce Van Lines, Inc.

  195 Christian St Oxford, CT 06478-1252

  
• 

  Callahan Brothers Inc.

  2890 Cargo St Fort Myers, FL 33916-7502

  

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:11/10/2023

  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.

  Date: June 27 to July 15, 2023
  Paid: $15,988.91
  
  Joyce Van Lines was contracted to move a residential household from ** to **. The service was to include packing, moving, and unloading of all household items.
  
  Missing items: Several valuable items were conspicuously absent when I unpacked at my new residence. Their absence is both distressing and financially significant.
  
  Improper packing: Items such as a computer monitor were improperly packaged (it was placed on a diagonal in a standard moving box. When delivered the side of the monitor was sticking out of the box, dented, and completely unusable). Concrete top dresser and nightstand were not wrapped and it resulted in significant scratching and chipping. The company did agree to pay the insurance rate of $0.60/lbs for those items which result in a suggested payment of approximately $200. Because the company was negligent in properly packing the items they should be financially responsible for the loss.
  
  Pressure to sign: At the end of the moving day, I felt pressured to sign the final paperwork without adequate time for review. This haste prevented me from carefully inspecting the inventory. At the end of the day, for the first time that day, I was handed numerous pages of documentation that required my signature, and this occurred when the moving crew, consisting of six or seven individuals, was eager to conclude their work. Throughout the day, the contents of my 4-bedroom home were brought into my new residence and distributed throughout. Given the decentralized placement of my belongings and the absence of a copy of the inventory until the end of the day, conducting a comprehensive inventory of each item as they were scattered throughout the house would have been a laborious and intricate process. I was not given an option to not sign until I had adequate time to review the inventory.
  
  The company claims zero responsibility for all the lost items and limited responsibility for damage.
  
  Order Number: ******

  

  Business Response

  Date: 02/01/2024

  Dear *** ********* *** *** *********,

  Subject: Response to Complaint #********

  We are responding to the complaint filed with your agency by Indre Gordon, reference number ********. First and foremost, we sincerely regret any inconvenience our service or product may have caused the complainant. At Joyce Van Lines, Inc., we take pride in ensuring our customer's satisfaction and are disappointed to learn that we fell short of our commitment in this instance.

  Upon receipt of the complaint, we conducted a thorough investigation to understand the circumstances leading to this situation, talking with the delivery crew and move coordinator and reviewing documents.

  To address the concerns raised, we have taken the following steps:

  1. On review of the paperwork, the complainant signed off that not only did they understand that the check-off process to identify missing items was their responsibility, but they also signed that all items had been delivered. We have attached the form for your review. In this situation, we could not compensate for the alleged missing items as the complainant signed that all items had been received. Our claims department, however, still did a trace report to see if anything was missed; that trace came back negative.
  2. The customer signed and received the agreed-upon settlement for their claim. I have attached the documents as well. If the complainant was unhappy with their settlement, we cannot understand why they would agree and receive the suggested settlement.
  3. After speaking with the team and move coordinator, the customer never mentioned feeling rushed to either the team lead or coordinator on follow-up calls. I have explained to our team that we must do everything possible to read body language and ensure our customers never feel rushed.

  These actions demonstrate our dedication to rectifying the issue and improving our service for all our customers.

  We appreciate the opportunity provided by the BBB to address this matter and reaffirm our commitment to delivering high-quality products/services. Please do not hesitate to contact us at ************************** if you require further information or clarification.

  Thank you for your attention to this matter. We look forward to continuing to serve our customers with the highest standards of excellence.

  Sincerely,

  Yonatan M******
  President
  Joyce Van Lines, Inc.
  **************************