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:10/03/2023

  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.

  I contacted GM Van Lines on August 28th. I spoke to a man named ****** who told me that in order to hold the reservation at the price quoted, I needed to pay a deposit of $678. No other company I spoke to asked for a deposit up front like ****** did; but he assured me that if I decided to cancel, the refund would be posted immediately. After I spoke to several other companies over the next week or so, I chose to go a different route and called GM Van Lines to cancel my reservation. ****** was very upset, but after much arguing he finally said he would process the refund and it would take 10 business days to post. After waiting for over 15 business days, I called the company and spoke to ****** who informed me that the job had never been cancelled and I was still scheduled for pickup on the specified date. Not only that, but if I were seeking a refund, it should have been posted immediately and not 10 days later like ****** had said. She contacted her boss, ****, who posted the refund the very next day (Sep 26). At this point, I thought the ordeal was over.The refund sat as a pending transaction on my credit card account for 4 or so business days before mysteriously disappearing. I called Chase (my credit card company) who told me that when a transaction disappears like that it usually means that it was cancelled by the issuing company. I called GM Van Lines and spoke to ****** again who called Oded and called me back to say that he said no such thing was possible on their end. So I am left to sit here wondering where the transaction went. Dealing with this company has been a nightmare. ****** was pushy, disrespectful, deceitful, and patronizing in my dealings with him; and he was especially disrespectful and angry during my first attempt to cancel the deposit. ****** and **** seemed upstanding at first, but the fact that I am still dealing with this debacle means that they are either lying to me or ineffective at their own company against ******.

  

  Business Response

  Date: 10/03/2023

   I spoke with ************** on 9/26 and immediately did the refund for him including providing him with the receipt for the refund. He told me he saw it pending in his transactions. Yesterday 10/2 he called and said the transaction had disappeared from pending and that ********** told him we may have canceled the refund. I assured him that was not true, and the refund had never been canceled! I told him to wait till Wednesday 10/4 and if he still doesnt see it to call me again to do a 3-way call to ********** (we both use Chase) and we will find out what is going on with this transaction. 

  Today 10/03, we received a BBB notice of complaint that is 100% untrue and unfair!!! I tried to call him to see what the issue was and to call ********** together to figure out the problem but also wanted to explain to him that in some banks when you do a refund the refund will show on the original date of the transaction (8/28) and I am sure if he looks correctly and checks that date he will see the refund there and if it is not, I am more than happy to call the bank with him and find out the issue. 

   I texted him asking to check the statement for 8/28 and if he still doesnt see it, call me so we can figure it out.

   I am 100% sure it is not on my side as the refund has been processed and was never canceled. Ill attach a copy of the refund from 9/26 and request that this complaint be removed completely from the record and not just be closed in the system as it is unfair and not a valid complaint on his behalf. We have done our part and are still trying to be of further assistance in resolving this matter. 

   Thank you,

   ************

   GM Van Lines Inc.

  Customer Answer

  Date: 10/04/2023

  ***** has now rectified the situation and the amount has been applied to my account; though I am unsure why there was a period of several days with no available transaction record on their side and both companies shrugging their shoulders at me on either side.  I apologize for my frustrations, but I stand beside my conviction to take matters into my own hands to retrieve a significant amount of money from a company that treated me with such brash discourtesy and patronizing condescension--especially after ******** disrespect and stunt with the original refund.

• Initial Complaint

  Date:09/29/2023

  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.

  Was quoted a price for pick up and delivery from storage unit in **********, ** to ********** , **** soon as items were picked up from my storage unit, they called and said I have to pay $650 more, saying some boxes were larger, after seeing my unit. They would not take credit card, as previously took for deposit and i had to Zelle the money, because i was not there (had a friend meet them at my unit) and had to have credit card in hand. They lied about everything concerning price! To deliver my items, they tried to extort more money if they could not fit a 50+ tractor trailer in neighborhood, a fact that was not stated until they sent the papers to sign to arrange delivery. The only reason they did not get another extra payment from me: they had a typo in their contract and it stated 50, not 50. At that point, they knew I was not going to cave. When the shipment arrived: they would not unload until I paid in full via Zelle or cash, even though I was present and had credit card in hand. They lost boxes, and destroyed several boxes, and must have thrown my boxes all over the place, as SO many items were broken! Horrible criminals.

  

  Business Response

  Date: 10/06/2023

  Subject: Response to BBB Complaint *
     * The initial estimate provided to for her move was $1800.
     * The final total came to $2100, resulting in a difference of $300, not the $650 that: ***************************** claims. (Please see copy of BOL)
     * The discrepancy in pricing was due to additional items and the larger size of certain items that were not originally accounted for in the estimate.
     *********************** friend, who was present during the move, verified and agreed to the additional items and their size, and: ***************************** authorized the revised estimate.
  2. Storage and Delivery:
    *********************** friend was present during the pickup and informed our team that: ***************************** was ready to receive the items as soon as possible.
  After the truck left for delivery, she calls and asked to change delivery to August 11.
    We accommodated her request by holding the items until ***************************** was ready.
    ***************************** later communicated that she was not ready for delivery until August 11th, and we delivered the items on that date without any additional charge. (Please see copy of delivery form)
  3. Damage Claim:
    We have not received any formal complaint or communication from: ***************************** regarding damage to her belongings.
     * Our inventory records indicate that the majority of items moved were boxes labeled "PBO" (Pack by Owner).
     * Only three pieces of furniture were transported, and they were adequately protected with blankets to prevent damage during transit. (Please see copy of inventory)
  To address ***************************** s concerns regarding potential damage, we will promptly email her the contact information for our claims department. If she wishes to initiate a damage claim, our team will assist her through the process.
  We value our customers and strive to provide a transparent and professional moving experience. We are committed to resolving any concerns to their satisfaction and are willing to cooperate fully in addressing any valid claims.
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating a resolution.
  Sincerely,
  Oded,G

  

  Business Response

  Date: 10/06/2023

  Subject: Response to BBB Complaint *
     * The initial estimate provided to for her move was $1800.
     * The final total came to $2100, resulting in a difference of $300, not the $650 that: ***************************** claims. (Please see copy of BOL)
     * The discrepancy in pricing was due to additional items and the larger size of certain items that were not originally accounted for in the estimate.
     *********************** friend, who was present during the move, verified and agreed to the additional items and their size, and: ***************************** authorized the revised estimate.
  2. Storage and Delivery:
    *********************** friend was present during the pickup and informed our team that: ***************************** was ready to receive the items as soon as possible.
  After the truck left for delivery, she calls and asked to change delivery to August 11.
    We accommodated her request by holding the items until ***************************** was ready.
    ***************************** later communicated that she was not ready for delivery until August 11th, and we delivered the items on that date without any additional charge. (Please see copy of delivery form)
  3. Damage Claim:
    We have not received any formal complaint or communication from: ***************************** regarding damage to her belongings.
     * Our inventory records indicate that the majority of items moved were boxes labeled "PBO" (Pack by Owner).
     * Only three pieces of furniture were transported, and they were adequately protected with blankets to prevent damage during transit. (Please see copy of inventory)
  To address ***************************** s concerns regarding potential damage, we will promptly email her the contact information for our claims department. If she wishes to initiate a damage claim, our team will assist her through the process.
  We value our customers and strive to provide a transparent and professional moving experience. We are committed to resolving any concerns to their satisfaction and are willing to cooperate fully in addressing any valid claims.
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating a resolution.
  Sincerely,
  Oded,G

• Initial Complaint

  Date:08/05/2023

  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.

  The worse company I have dealt with for an out-of-state moving, they tell you one thing and then they do another. I took the time to create an inventory with pictures, description and measurements so there will be no surprise and ***** the movers didnt have that inventory they had one from 1 MONTH before when we first started the process which magically was an extra charge of $1.5k after I even added extra boxes I actually didnt have but just in case, they refused to take a toddler trampoline and swing set even though they were on the inventory so here is another lose for me of over $400 since they were less than 6 months old. We had purchased furniture that was left on boxes so they will take less space & was told that the movers will put together and they didnt, they forgot an entire room at the end of the moved and blamed it on us which is a COMPLETE LIE they forgot because we even left the light-on on purpose, so when they went ahead to take the stuff from the room they were tired already so they didnt take the furniture apart and it took more space than expected as well as they had the truck organized already & threw that entire room on the truck of course so they charged more. They said that I had 5 suitcases when I had 4 I even have pictures, 7 wardrove boxes and I only had 6; and they even have the guts to tell you they work for TIPS and they trash talk they coworkers, so unprofessional.STAY AWAY FROM *****, ***** (VERY DISRESPECTFUL MANAGER & A HUGE ***** ******* BE VERY CAREFUL I WARNED YOU.

  

  Business Response

  Date: 08/14/2023

  Consumer: ***** Di Nesta 

   At GM Van Lines we strive to provide excellence in service from start to finish and beyond. We are disappointed when we hear any customer is unhappy for any reason. Because we understand that life doesn't' always go according to plan, we are always willing to go above and beyond industry standards in an effort to accommodate our customers' needs and wants.
  

  ************** contacted our company and requested an estimate to move her from VA to **. Our sales team provided her with an estimate of $3620. ************** agreed to the price and booked a move date on July 30th or 31st 2023 and paid a deposit of $561. On July 30th our truck arrived to **************** apartment. The ****** in charge of the job went over the item list that ************** provided us over the phone and explained to her that she has additional items that werent on the list. The ****** explained to her that if she wishes to take everything in the house there will be an additional charge for the additional items that werent on the list of items that she originally provided to us over the phone. He quoted a new price along with a new estimate of-$5163.00. ************** agreed and signed the required paperwork. ************** requested her items to be delivered as early as July 4th. Our truck arrived to do the delivery in ******* on July 5th.The delivery went smooth at the house in ******* without any problems or damages. Two days after the pickup in VA ************** called our office and spoke on the phone with *****. He answered her questions and explained everything. He explained to her the additional charge of 10 items (wardrobe box, step ladder, 2 tables etc.).
  She understood and agreed that she had additional items, but she thought that the amount she was charged was unfair. ***** explained to her that it is not up to her to decide the price for the additional items. It is not up to the ****** or him. The extra charge comes already calculated from the moving automated system after adding the additional items. She could have left the items at her old house if she didnt want to pay additional money. On the phone ************** was very aggressive. She was yelling at ***** calling him a liar and all sorts of dishonorable words. ***** who was the manager on duty at that time was professional. He spoke and didnt tell. He tried to have a decent conversation explaining everything to **************. (We can provide a recording of the convention if needed). Please see attached on the bottom a copy of: Bill of Landing& Estimate Cost of Service.
  Regards,
  *************- Dispute Department

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20427062
  
  I am rejecting this response because:
  I even have pictures that said inventory was untrue, for example claiming that there were 5 suitcases and I only had the 4 I INCLUDED in my inventory.

  The inventory they had was from July 5th I think the first one I ever did, then I updated it many times with Ms. ****** I even provided pictures, measurements, etc.; doesn't get any better than that. My *************** included a swing set and Trampoline they refused to take, which was included on the estimate but didn't take, another lose for me.
  Wardrove boxes 6 included on my inventory, pictures included..
  Dining table scratched, only 8 months old.

  They charge you before unloading the truck, do you have any option other than paying??
  EVERYTHING is a complete lie & a waste of time, I will speak to my lawyer better, this is not helping.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/03/2023

  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.

  Received a quote which sounded reasonable. I talked to multiple businesses and this wasnt even the cheapest. Was told I was choosing a carrier and would get taken care of. ****** was my sales representative. I was also told our estimate was way under the minimum size so I could add extra items. I asked for a full move for 2 people. I was told if I needed to add more items I could, and if I did I should contact them for an updated estimate. I was not moving a couch, bed frame, etc so that made sense to me. I emailed them later and told them I was adding a freezer and dresser and if the estimate would change and I was told it would not. I was also told I was getting full service and that I didnt have to worry about anything. Turns out ****** was lying to me. The movers showed up and they were not ***************************** but a different company. They just contracted it out. After everything was packed onto the truck I was given the price. It was 4x what my estimate was. The full service packing cost i was estimated which looked like a flat rate in my estimate turned into over $2k. The flag cost I thought I was estimated was apparently just to cover the a portion of the actual cost. It also appeared like I was estimated in weight and then actually charged by dimensions. So weight wasnt even considered. By the time I get the price everything is already on the truck. Not much I can do to complain or ask for a refund since I need my belongings. How can someone mess up an estimate so badly? If I knew this I would have went with another company.

  

  Business Response

  Date: 06/14/2023

  At GM Van Lines, we take our customers satisfaction with our services extremely important. We strive to go above and beyond to deliver excellence in service. Of course there are times we may fall short or make a mistake but we always respond promptly to resolve any issues in favor of our valuable clients! With that said and after further investigation into the above referenced matter, we have concluded that this customers relocation was never serviced by GM Van Lines. We do not have any records of servicing a relocation for anyone by the last name *****. As such, we are requesting the above referenced complaint be removed from our company profile. Alternatively, if the customer is able to provide us with a ********************** Bill of Lading & Inventory Sheets from the day of service, we are happy to investigate further.
  If there is anything else we can do to be of service we would be happy to accommodate.
  Kindly, 
  GM Van Lines

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20138452
  
  I am rejecting this response because:

  see attachment
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/19/2023

   The information the customer attached at ******************** website is only an estimate that we provided him. We didn't do this job or rendered any services to him, if the customer is able to provide us with a ********************** Bill of Lading (CONTRACT) & Inventory Sheets or ORDER OF SERVICES from the day of service, we are happy to investigate further.
  If there is anything else, we can do to be of service we would be happy to accommodate.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20138452
  
  I am rejecting this response because:

  This company contracts out the work. They are the responsible party. 
  

  they are lying that they had no part in this. I have provided my receipt for the down payment which should be enough evidence along with this new attachment 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/26/2023

  The attachment above clearly shows that we didnt give our moving services to this costumer. He is not our costumer.
  The attached: Bill of Landing is a company from *************- *************** LLC with *****#
  1409224.
  ************** needs to contact them with his moving issues.
  After submitting and reviewing the attachments we ask kindly BBB to remove this complaint from our records

  Thank you. 

  

  Business Response

  Date: 09/14/2023

  Dear ****  
  

  We didn't broker the job; we did provide him with estimate. 
  If you have any questions, we will be glad to assist you.

  
  Sincerely,
  GM Van Lines Complaint Department.

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20138452
  
  I am rejecting this response because:

  I paid this company for a service. I have already attached the documents.

  I would like a 100% refund of the money I paid to this company. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/20/2023

    Dear *********;
       Per our conversation today here is the information:
       On April 14th, 2023, ************** booked a move with us for 05/10/2023 and paid a deposit of $470.
       When we called him to confirm that our truck and employees will come to do the job- 2 days prior to the moving date- he notified us that he decided to cancel the move with us. 
       Our representative explained to ************** that he had to notify us in advance at least 72 hours before 05/10/2023. Our policy states that if a customer decides to cancel, we need to be notified at least 72 hours prior to the move             date. ************** signed our policy and was verbally notified of this when he booked the move. ************** will lose his deposit since he only notified us of his cancellation less than 72 hours from the date of the move. 
        (please see email cancelation policy that was emailed to him 04/14/2023). 

       Gm van lines didn't do ************** move. 

   

   

  

  Business Response

  Date: 09/20/2023

  On April 14th, 2023, ************** booked a move with us for 05/10/2023 and paid a deposit of $470.
       When we called him to confirm that our truck and employees will come to do the job- 2 days prior to the moving date- he notified us that he decided to cancel the move with us. 
       Our representative explained to ************** that he had to notify us in advance at least 72 hours before 05/10/2023. Our policy states that if a customer decides to cancel, we need to be notified at least 72 hours prior to the move             date. ************** signed our policy and was verbally notified of this when he booked the move. ************** will lose his deposit since he only notified us of his cancellation less than 72 hours from the date of the move. 
        (please see email cancelation policy that was emailed to him 04/14/2023). 

       Gm van lines didn't do ************** move. 

   

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20138452
  
  I am rejecting this response because:

  This is a blatant lie. 

  Please share proof of this (there is none). I have provided documents throughout this entire ordeal. GM Van Lines has only lied since the beginning. 

  Sincerely,
  
  *************************