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:07/22/2024

  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.

  I booked through Gulf Stream Van Lines for a potential move. I ended up having to move a lot sooner and went through a different company. I was never told I only had 48 hours to cancel. I have called them and asked for a refund and they keep saying no. I was told I could cancel within 10 days of my move and get a refund.

• Initial Complaint

  Date:05/27/2024

  Type:Order 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.

  Hired GS Vanlines after spending 2 hours on phone going over EVERYTHING we were moving (3 households). paid deposit for 26" truck they suggested. Made sure I could pay rest by Credit card. During QA call, was told no one ever recorded an inventory - waste of 2 hours. Move Day- Movers were 2+ hours late, Only Driver spoke VERY broken English, Driver had to ask 3rd guy's name (same guy jumped out of truck with shirt inside out & backward - not even wearing company shirts so why have it on wrong?)Driver looked at all stuff (arrived at house, drove to storage, back to house) then forcefully came at me saying it would be extra charges because "100% will not fit". I told him it would & he again yelled at me "It will 100% not fit". I said "Fine then do your best" Driver replied, "Now I can listen to you". Then ****** ARGUED with me about disassembling furniture, told me he WOULD NOT do it at all. Nor would he use moving blankets on my antiques (both against contract). Husband and SIL started disassembling furniture but stopped when I called **************** (CS). I called CS, they said they had no record of me making arrangements to pay by credit card. I also told CS driver was late, rude to me, and REFUSED to take furniture apart as in contract - CS told me "I am sure that is not happening". I sent Movers away. CS called back and asked why, I repeated, they were rude, refusing to wrap antiques, and disassemble furniture. And I had no other way to pay than CC. CS told me the movers said I refused to let them disassemble furniture. CS basically said I was lying, that I was breaking contract by sending Movers away. They broke contract first by not disassembling furniture wrapping furniture No Itemized Inventory Not professional Service Had wrong addresses on paperwork.I don't deserve to be treated the way I was. They made me feel that if they had our stuff, we would never see it again without paying more than we agreed to.Rented 26' Uhaul - had room to spare

• Initial Complaint

  Date:05/04/2024

  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.

  This company lies to get your business my price with them changed 3 times. Once they got my business they began talking to us like we are dogs, Dont use this moving company because they only take your money and they are not interested in your personal items. I have an attorney on hand just incase. Im waiting for my things to arrive and when they arrive Ill see if Im going to be charged more money? Ill check to see if anything is missing or broken and go from there!

  Business Response

  Date: 05/06/2024

  To whom it may concern,

   

  The customer was not given 3 different prices, she signed off on one and was given a revised quote at the time of pick up because she had items to add and it was told to her numerous times that it will cost more.  

• Initial Complaint

  Date:04/18/2024

  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.

  I was told that this company was a broker only because there was two states that needed it. I was told specifically that they would work with us the whole entire way. She gave me a phone number that she blocked me on after the deposit was paid. She guaranteed, the amount of cubic feet that we would get would go with 100 items that we got. We went out of our way and bought the best package with the white glove package. We paid $1265. We were told specifically that those items would go on the truck nothing more. There was so many things that were promised inside of this contract that were voided as soon as the actual movers came here because they were saying something different. Then when I contacted them today, ****** stated its because you have a lot more items. I said those items that were on video where things that I was explaining that I was either going to add on, trade because we didnt have certain things, or they are going in storage or for sale or garbage. The moving company specifically stated that I would need at least another three or 400 ft. in order to get the items that were on my contract on their vehicle. I told him Im not willing to pay anything else. I signed a contract. This is how its supposed to go Im not looking to add anything on more than whats on the contract. neither ************** and most importantly this business would give us any money back. We did not go with the ************** so we lost out $1265 because of a misleading business! I just had a baby I am a mother of six. I work extremely hard for my money. There were promises that werent kept. They are very misleading. And I am extremely done with this situation and Im going to make sure I go out of my way to let everybody know how they are. I DONT WANT TO SEE PPL GET ROBBED LIKE THIS!!!!!!!! I WANT MY HARD EARNED MONEY BACK THAT YOU GUYS Deliberately lied to me about!!!!

• Initial Complaint

  Date:04/16/2024

  Type:Sales and Advertising 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.

  Gulf stream moved me at the end of August. My things are still in storage. Recently i moved to another storage company this was the first time i had been able to view my belongings. Most of it broken dented cuts in chairs lamps smashed rub marks on furniture. Nothing had been wrapped in any way for protection and it was literally thrown into the storage unit. I cannot get theses thieves on the phone as no one answers or calls back! Dealing with these call room brokers is the worst experience you can have. String arm tactics and scamming people. The *** needs to crack down on this intrastate crime. The price goes up every leg of the trip, new driver new price new cubic ft number. Its a sham

• Initial Complaint

  Date:04/10/2024

  Type:Sales and Advertising 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.

  On 4/08/24 I contacted Gulf Stream Van Lines to talk about using their services to move out of state. The salesman told me several times during the conversation that I had 48 hours to cancel the order and receive my deposit back. I canceled within 24 hours and now they are refusing to refund my deposit. I just want a refund. They havent done any work other than talk me into making a deposit.

• Initial Complaint

  Date:04/04/2024

  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.

  I hired ***************************************************** for a move from **********, ******* to ***************,l on 1/16/24. The move was scheduled for 2/21/24 I paid a deposit of $745, on 1/16/24. then paid another amount of $650 because they didnt have the correct information down in regards to my furniture and charged for additional square footage.I personally think this is a scam they gave me discounts for scheduling the move and now they need to find a way to get the money back .The movers arrived, on 2/21. With no information regarding my move., no invoice and could not tell me when my furniture would be delivered. I called customer service. They asked for proof of invoice, and the driver still did not present one.. I did not feel comfortable with allowing this person to handle my items.I called customer service and told them I was canceling due to the recent experience with the driver. I was told I would not be able to get the first deposit of $745, but would get the $650 refunded. Called to inquire about the $650 I was told I would receive a phone call from accounting. I waited several days, called customer service. I would receive an email from accounting no email, no follow up. my fourth time calling customer service I was told that I would not get a refund. I was told I was given the wrong information. . I also asked why four times I was told that accounting would be getting in touch with me about the refund and now theyre telling me I dont get one. I am reaching out to you, not only to investigate this company on how they handle their customers and knowledge of the business and lack of information/ wrong information they give customers. I would also like a full refund of both my deposit $745, and the additional charge is $650 When Ive contacted them I get excuses and the run around. Thank you ***********************************

  Business Response

  Date: 04/10/2024

  Customer booked her move on 01/15/2024 with a deposit, then on 02/15/2024 the customer added items to her inventory list which increased the cost and required another deposit. Once the movers arrived the customer required a lot of packing materials and even more items than what was last discussed. She refused services at the time of pick up which forfeits the entire deposit. 

  Customer Answer

  Date: 04/10/2024

  The moving company is 50% correct.
  I did schedule the move on 1/15, at that time I gave ***, The list of my items that I would need to have transported. When I came to the living room, I said I have a 96 couch, she asked how many cushions are on the couch. I said 2, but its 96 long. She listed it as loveseat. Went through the rest of the apartment continued to give a very detailed description of each item. She required at that time a deposit of $745. 
  
  
  On 2/15 I received a call to go over my items again. The representative went over the list and I questioned the error on the couch. Being listed as a love seat.
  Also, my king ******** was not listed, the frame and adjustable base, but not ********. Again I referenced back to the conversation with *** on 1/15/24. I explained my ******** doesnt have a boxspring but an adjustable base. He said its not even listed. At this time I did add a 46 tv, and 2 small patio end tables. Which I had no problem paying the extra charge for those items. But I did not think it was my responsibility to pay for the ******** or the couch due to *** mistakes. So at that time I gave the required $650 for the change / or miss marking of the correct items.
  
  
  The mover arrived 2/21, over an hour late. He asked to see the items, I stated he should have an invoice for my items
  He said he does. I asked for him to show me the itemized list he refused. At this time I called customer service and told them what was going on. They asked him if he had an itemized list and he still refused to show me. He said I needed things packed which I had already arranged for the two TVs to be packed. Those were the only two items that would need to be packed.
  
  
  I asked him if the furniture would be delivered by ************************************************************************** a date when I would get my furniture or show me the itemized list with my details on it. At this time, I did not feel comfortable with letting a stranger that refused not only to me, but to the moving company to show me the invoice. I was paying for a service and he refused several times to comply so  he was asked to leave that I would not be needing his services. I called customer service back and told them how upset I was on his refusal to show me proper documentation of the move.
  
  
  About 20 minutes later, I received a phone call from my leasing office that the movers were hanging out in the main lobby area, sitting having coffee and they refused to leave. The manager at the leasing office had asked them to leave and they sat there and continue to drink their coffee. I had to go downstairs and tell them their services were not needed and to leave immediately! 
  
  
  I have over $10k worth of furniture and personal belongings did not feel comfortable with letting him touch anything. Would you???
  
  
  When I called 2/21/24 , I was told accounting would call me about a refund. I couldnt get the original $745, I waited a few days never heard back. Called again the rep said that accounting would not call but send me and email with a form to fill out. Waited again, nothing called again the rep said she spoke with accounting and the form would be received to me via email today. Nothing!!!! My final call last week I was basically told I was lying about everything bc I couldnt give the names of the people I spoke with. That is when I reached out to you. 
  
  
  Also, I tried calling *** on the number she gave me prior to the move date  the number is disconnected. 
  
  
  Thank you for your time. Moving is stressful to begin , and Gulf Stream moving company made this experience *****x worse. 
  
  
  Hopefully, you can understand my concerns and see why I cancelled.
  
  

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21530101
  
  I am rejecting this response because:

  The moving company is 50% correct.
  I did schedule the move on 1/15, at that time I gave ***, The list of my items that I would need to have transported. When I came to the living room, I said I have a 96 couch, she asked how many cushions are on the couch. I said 2, but its 96 long. She listed it as loveseat. Went through the rest of the apartment continued to give a very detailed description of each item. She required at that time a deposit of $745. 
  
  
  On 2/15 I received a call to go over my items again. The representative went over the list and I questioned the error on the couch. Being listed as a love seat.
  Also, my king ******** was not listed, the frame and adjustable base, but not ********. Again I referenced back to the conversation with *** on 1/15/24. I explained my ******** doesnt have a boxspring but an adjustable base. He said its not even listed. At this time I did add a 46 tv, and 2 small patio end tables. Which I had no problem paying the extra charge for those items. But I did not think it was my responsibility to pay for the ******** or the couch due to *** mistakes. So at that time I gave the required $650 for the change / or miss marking of the correct items.
  
  
  The mover arrived 2/21, over an hour late. He asked to see the items, I stated he should have an invoice for my items
  He said he does. I asked for him to show me the itemized list he refused. At this time I called customer service and told them what was going on. They asked him if he had an itemized list and he still refused to show me. He said I needed things packed which I had already arranged for the two TVs to be packed. Those were the only two items that would need to be packed.
  
  
  I asked him if the furniture would be delivered by ************************************************************************** a date when I would get my furniture or show me the itemized list with my details on it. At this time, I did not feel comfortable with letting a stranger that refused not only to me, but to the moving company to show me the invoice. I was paying for a service and he refused several times to comply so  he was asked to leave that I would not be needing his services. I called customer service back and told them how upset I was on his refusal to show me proper documentation of the move.
  
  
  About 20 minutes later, I received a phone call from my leasing office that the movers were hanging out in the main lobby area, sitting having coffee and they refused to leave. The manager at the leasing office had asked them to leave and they sat there and continue to drink their coffee. I had to go downstairs and tell them their services were not needed and to leave immediately! 
  
  
  I have over $10k worth of furniture and personal belongings did not feel comfortable with letting him touch anything. Would you???
  
  
  When I called 2/21/24 , I was told accounting would call me about a refund. I couldnt get the original $745, I waited a few days never heard back. Called again the rep said that accounting would not call but send me and email with a form to fill out. Waited again, nothing called again the rep said she spoke with accounting and the form would be received to me via email today. Nothing!!!! My final call last week I was basically told I was lying about everything bc I couldnt give the names of the people I spoke with. That is when I reached out to you. 
  
  
  Also, I tried calling *** on the number she gave me prior to the move date  the number is disconnected. 
  
  
  Thank you for your time. Moving is stressful to begin , and Gulf Stream moving company made this experience *****x worse. 
  
  
  Hopefully, you can understand my concerns and see why I cancelled.
  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/01/2024

  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.

  I sent them a list of things I wanted them to move from ******** to *********. There where ************************************ a price of $2,400.00. I paid them. They told me this was an estimate. When the movers (Exclusive Movers ) arrived they said I needed to pay them both *******'s Checks for $661.00. The arrangement was to give them one. They told me I had to pay more because I needed more room to put my items than I paid for. I realize the initial price quoted was just an estimate. They were only able to get 8 of the items on the list. They said when they get to my house that I would have to pay an additional $1,480. They told me they could rent a Rental Truck to bring the rest of my items. They had to tie my mattresses to the back of the truck on the pickup ramp. I gave them the $1,480.00 when they arrived at my house with my items in a different truck.I had two other moving companies to give me a price before I called Gulf Stream Van Lines. One said it would cost $3,000.00 and the other $3,400. I could of sent pictures or measurements so they could get a better idea of what I needed. I talked to the company that gave the price of $3,400, and they agreed with me that I should file a complaint. They also suggested that I file a complaint with National Transportation. I paid Gulf Stream Van Lines $2,400.00. I paid Exclusive Movers $2,802. I would like others to know how these two companies work, so they will not go thru the same scam.

  Business Response

  Date: 04/10/2024

  This customer only paid our company $833.40. That is it. The movers charged him accordingly for the items moved and services required see below. 

   

  500 cubic feet total
  moved 25 items
  required $355 in packing (mirror box, mattress covers & shrink wrap)
  $150 bulky item
  
  total new cost $3639.00
  paid $1322 at PU by check
  owes $1484 at delivery

• Initial Complaint

  Date:03/25/2024

  Type:Billing 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 of Transaction: Feb 26, 2024 Money Paid: $1,921.00 Company committed to provide: Packing and moving services for a move scheduled March 18, 2024. Nature of dispute: We were not sure if our home was going to close escrow and we were unwilling to pay the deposit of $1921 based on this fact. The sales representative, *****************************, told us that he would add a Manager Override on the Cancelation Policy that we would pay no more than 10% fee of the deposit= $192.10. This was added to our contract reference #T2858012. When we called to cancel on March 1, 2024, we were told by ********'s Manager that the sales rep did not have the authority to do a manager override. He told me that he would call back and he never did. I called again on March 4, 2024 and spoke to **************** and they said we would receive an email with further information and never received the email. Also please note that we asked if we could pay by credit card but we were told that we had to pay with an electronic check because past customers had been known to do a chargeback to the credit card for services and that Gulfstream Vanlines had lost money in the past and could not except a credit card. Also, to reiterate, we never received any services from this company and we have not received our deposit of $1921 less the 10% cancellation policy fee=$1728.90.

  Business Response

  Date: 03/27/2024

  Customers contract does not state that she will receive a refund if cancelling after 48 hours, it states that her deposit is NON REFUNDABLE after 48 hours. 

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21476986
  
  I am rejecting this response because it is clearly stated on my contract that there is a manager over ride for the cancellation policy (attached).  Please let Gulfstream Vanlines know that we will take them to court under a class action law suit based on their corrupt behavior towards consumers if they do not refund us our deposit of $1921 less 10% as stated in the attached contract.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/18/2024

  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.

  I booked these movers and was told complete lies, price, time frame, I keep getting re-routed to separate companies and have proof of being lies to about all above listed reasons

  Business Response

  Date: 03/19/2024

  Customer was provided exactly what the contract states, a two day pick up window with no guaranteed time frames. She was charged accordingly for items she moved per the contract.