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:12/19/2024

  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.

  Timeline of Events April 26, 2023: Initial move from 106 *********************** led by **** conducted initial pickup (no longer working at company, and two additional member mentioned they were not 'regularly' employed by Blue Line Moving)Some items not formally inventoried Improper packing procedures observed October 1, 2024: Final delivery to Apt 604 Significant damage discovered upon delivery Damages noted by delivery team (**** and *****)Missing items identified Specific Issues Documentation and Record-Keeping Failures No complete bill of lading provided Inadequate inventory documentation Failure to maintain proper records Company unable to verify receipt of multiple items Damage to Property Two-piece sectional couch: Stains, tears, structural damage iMac computer: Broken beyond use Floor lamp: Deep scratches, broken under-base Various clothing items: Discoloration from improper storage Candles: Melted due to improper climate control Missing Items Multiple floor rugs (documented in photos)Other items not properly inventoried Storage Issues Items stored in non-temperature-controlled environment No documentation of storage conditions No proper intake/outtake records ************************ offered inadequate compensation ($1,000)Claimed limited liability of $0.60 per pound Failed to provide requested documentation Acknowledged improper packing but refused adequate compensation Federal Regulation Violations Failure to maintain proper documentation (49 CFR 375.505)Inadequate packing and handling procedures Improper storage conditions Failure to provide accurate inventory ATTEMPTED RESOLUTION Multiple email communications with carrier Formal documentation request sent Settlement offer of $5,000 proposed and rejected Company failed to provide adequate response or documentation

  Business Response

  Date: 02/03/2025

  This matter was handled and settled legally.

  Business Response

  Date: 02/03/2025

  Settled legally

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/15/2024

  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.

  On 3/15/24, I spoke with ***************************** at ******** to get an estimate for my upcoming move on 4/1/24. During this call, we went through every room in my house detailing everything that would be moved. After this call, I was provided with an estimated moving cost, based on all the items that I had listed (53 items, 91 pieces). The estimate indicated 4 workers for 3 hrs, It also indicated that among other items, padded moving furniture, blankets and tape were included. The total estimate for the move was $1177.00, with $100 down payment. After having only recently moved an entire house only 6 months prior, with 4 different estimates from moving companies, I decided to go with Blueline as they were the cheapest by far. I verified that the estimate given was on fact it.On my moving day, 4/1/24, my entire house was already packed and boxed up. 4 men showed up (a little late) and started to disassemble furniture and load the truck. The guys ended having to come back to my old house for some additional items they were unable to fit on the first truck load. During the move, a bedroom dresser mirror was broken by one of the movers. I was told my the moving ******* to take a picture of the mirror and look up the replacement cost as they (the ******* would notify *************** so they could start an official claim to get my mirror replaced). I showed him the pictures and also the replacement cost (the mirror is from Rooms-To-Go and I pulled up the item from their website). After everything was unloaded at my new house, I was given an invoice for $ $3567. This included packing materials of $447.00 where they charged me for shrink wrap (even enough packing materials were supposed to be included) as well as boxes that I didnt use and i was charged for a mattress cover that I never used. I was charged for 9.5 hrs of moving time and 1 hr of travel time instead of the original estimate of 3 hrs. This new transaction occurred jn my drive way as the guys demanded payment prior to leaving my house. I questioned the new price as it was over 3 times as much as my original quote, and the moving ******* was on the phone with the company to express my concern. However, the company didnt care and I was told to pay up. It is worth mentioning that one of my mover guys told me this was an ongoing problem with the company, and that just last week the same thing had happened to a older lady, who also was extremely upset about being told one price only to me charged 3 times plus as more. After the move, I called the company multiple times to see what they could do about completely misleading me with their original estimate only to turn around and charge me more than any of the other estimates I even had gotten 6 months prior. It was a complete bait and switch situation. I kept getting the run around. I was told its being investigated and they needed to pull the tape of my original call. I requested a copy of it, but was told I couldnt have it. To make things worse, I was told by ******* in the office that the mirror they broke, which cost $149.99 to replace, will not be replaced since I didnt take out additional insurance. I stated that I was never offered any extra insurance. Nor did I refuse it either. On 4/12/24 I received a Settlement letter from the ** in the amount of $450 as a gesture of goodwill. I was appalled as this was nowhere close to compensating me for the mislead estimate and broken mirror. I called the office and expressed my concerns to *******. I asked to speak with the manager, but she refused to transfer me. Said she would take a message. I never received a call back. I called again the next week (4/17/24) and was on hold for 24 min, before I ************************* pick up the phone but never actually answer me. I yelled into the phone, I could hear background talk, but she never bothered to answer me. I left a message on the **s voicemail on 4/24/24, with no return call. I then sent an email to the ** that same day stating that I felt I had exhausted all my options to resolve this with them and that the final email was my last attempt to resolve the matter before I had to go to alternative routes, ie BBB.

  Business Response

  Date: 06/14/2024

  Per the recorded phone call with the customer and *****, the coordinator explained that the cost for the move is hourly as well as the rate of the hourly charge. The uploaded document is the raw transcript of the beginning conversation up until the actual hours were discussed. I understand if there was confusion; however, on the call, the customer clarified by repeating back what ***** stated. She even inquired about a discount, which was given. Additionally, one of the attachments to the signed contract is 

  SECTION 1: The customer or his/her representative must be present during the start of the move and final walkthrough. For hourly rate services, our time runs continuously until all of your service needs are completely satisfied, our tools and equipment are back in our vehicle(s), and payment is completed.

  Packing: based on the statements that the customer made (5 minutes into the call), she was supposed to be packing. So there wasn't a reason to go over packing and the services that we provide. Packing material costs are a la carte, so you pay for what was used. We understand that things happen sometimes and communication could have been more clear on both parts, but the customer didn't want to hear what was stated to her after our office audited the call.

  As far as the damages are  concerned, we and other moving company have what is called Valuation Coverage. The standard coverage for all moves is 0.60 per pound per article. Based on that, a fair offer was made that was higher than the estimated amount. If the customer would like to revisit and receive compensation, she can reach our office; however, it would be at our standard rate, not the original offer. An attached document will go over the VALUATION.

  Attachments:

  Signed Contract, Release Valuation, Section 1 of contract, Transcript of Conversation (reference in call: 5 mins, 20 mins)

  Blue Line Moving Management