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:03/15/2024

  Type:Product 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 cancelation of move March 14, 2024 *************** when questioned about return policy ,as I was not understanding it, clarified that if we canceled our move at least 5 days out from the date of move , we would be refunded.Our move which started as April 5, and changed to Mar 22 was cancelled on Mar 14th. Over a week before scheduled move.*** and ***, another rep refused to refund our money citing that contract says we need to cancel 48 hours after making reservation to get deposit refunded. I had not understood that based on ***************, move expert specifically telling me we would be refunded as long as it was at least 5 days prior to move. She lied to us and the company refuses to honor what she told us.We would like our money refunded if they honor their word and veterans as they say they do. Listen to the call. We only paid the deposit which was money we could I'll afford to lose. There was nothing else to refund as rest was due til time of move.

  Business Response

  Date: 03/19/2024

  Customer signed the contract and booked on 03/06/2024 and cancelled her move on 03/14/2024 which is outside of the cancellation window. The cancellation policy states that cancellation needs to be within 48 hours of booking the move to receive the refund. 

• Initial Complaint

  Date:03/09/2024

  Type:Product 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 spoke an employee of the company to get a bid to move from ******** to *********. At that time after the bid they required a deposit of $1,845.19 that they said was refundable withing 48 hours. they required a checking account number to secure the deposit.I found a company with a better price and made the decision to go with them. I called and left a message, sent an email and talked to the employee all within 4 hours to explain i needed a refund my deposit and the employee said "that will not be a problem because it is within the 48 hour time window." Since that time they have refused to refund my deposit with all kinds of claims that "they assigned a driver/carrier". I am moving to ********* to be close to my daughter for help with my husband that has Alzheimer's. We are in our 70's and on a fixed income. This is absolutely the worst-case scenario! I followed their rules and they refuse to adhere to the rules they established. I need my $1,845.19 back to continue caring for my husband.

  Business Response

  Date: 03/19/2024

  Customer booked her move on 2/22 with move dates of 2/28-2/29, per contract we are a moving broker. Once the move is booked the truck and crew are assigned which makes the deposit non refundable immediately as well as the move was booked within 5-7 business days of the move date which will also forfeit the deposit. 

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21409039
  
  I am rejecting this response because:

  I was told several times during the process that I had 48 hours to cancel.  I would have never given a deposit to your company without that assurance.  This is starting look like a profit center for your company with messages from your team intentionally misleading customers that they can in fact cancel within 48 hours.  You have done no work for me in any way and have decided to hold money that does not belong to you.  There is absolutely no way that this is appropriate.  This is underhanded, misleading, not ethical and downright wrong.  On a fixed income with a husband with Alzheimer's and moving so I can be closer to my family for help this is absolutely an underhanded move to ****** and grab!  A refund is required.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/25/2024

  Speaking with your representative *************************** he stated on 2 seperate occasions that there will be no problem with a refund within 24 hours.( call number 2 was at his childs baseball game)  If you have a different process that is not my concern.  The problem lies with your representative misrepresenting the refund policy.  With *************************** being the contact and him stating that it holds your company accountable to what he promised me.  

   

  Business Response

  Date: 03/27/2024

  The customer signed a policy which  states once the carrier is assigned which we are being hired to do, the deposit becomes non refundable due to services being rendered 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21409039
  
  I am rejecting this response because: there was a verbal contract between the representative and myself.  A refund is required.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/30/2024

  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.

  11/6 **** ************** They charged me the deposit twice, they overcharged me per cubic foot ($3.25 vs $3). They charged me for over double the amount of cubic feet I gave (**** vs. 500). They charged me $900 for packing materials which I was told was included in the price. They left the premises without a proper attempt to get my couch in (I had to pay someone else $350 to do it) and they did not even put the couch back in the living room as they promised. They left all the trash all over the lawn. They pressured to sign before I even received the servic

  Business Response

  Date: 02/01/2024

  The customer was NOT charged the deposit twice, only one payment he was charged by our company. The customers contract was for $3.25 so thats what he was charged at for the overage in cubic feet. The customers contract shows what the possible increase in price may be. ALl charges are liable per the contract customer signed. 

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21222535
  
  I am rejecting this response because:

  
  Dear April V.,
  
  I appreciate your continued assistance in this matter. In response to ******************************** ****'s comment about the Better Business Bureau (BBB) not being the proper venue to discuss contract terms, I would like to highlight the significance of the numerous customer complaints filed against the company. The 82 complaints closed in the last three years, with 22 in the last 12 months, are indicative of a recurring issue that should not be overlooked.
  
  The BBB serves as a valuable platform for consumers to voice their concerns and seek resolution when faced with challenges in their interactions with businesses. The substantial number of complaints against ******************************** **** suggests a pattern of dissatisfaction among customers, and as such, it remains a relevant and appropriate forum for addressing such issues.
  
  Regarding ******************************** ****'s assertion that I was provided with information on their dispute resolution and arbitration process, I must express that I have not received any such information. I kindly request that they resend or provide the details promptly to ensure I am fully informed about the available options for dispute resolution.
  
  In the interest of a fair and transparent resolution, I am open to exploring arbitration as suggested by federal law. However, I believe it is essential to exhaust all avenues for communication and resolution before resorting to formal proceedings.

  I find it suspicious that Arena is not willing to offer any compromise.
  
  Thank you for your ongoing support, and I look forward to your guidance on obtaining the information about ******************************** ****'s dispute resolution and arbitration process.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2024

  This complaint is not for our company. 

  Customer Answer

  Date: 02/09/2024

  Complaint: 21222535
  
  
  Dear ******
  
  I hope this message finds you well. I am writing in response to Gulf Stream's recent message regarding my complaint, Case ID ********
  Firstly, I appreciate the opportunity to address this matter through the Better Business Bureau. I would like to reiterate my concerns and provide additional context to clarify the dispute.
  
  **Clarification of the Dispute:**
  Contrary to Gulf Stream's assertion, my contention is not about being charged the deposit twice. My primary concern is the discrepancy between the committed final amount and the actual charges incurred. *****, a representative from Gulf Stream, assured me that I would not be charged over $2100 and even brought her manager on the phone who gave me the same assurance. However, despite this assurance and a subsequent contract at $2100, I was ultimately charged $3000 more than the agreed-upon amount.
  
  **Evidence of Commitment:**
  I have retained documentation, including written communication and notes from our conversations, supporting my claim that a commitment was made regarding the final charge. This evidence is consistent with the terms of the contract and verbal assurances provided during our interactions. Please see attached.
  
  
  When I called *****, she just dismissed me and said, "I have been doing this for many years." This does not seem to match with Gulf Stream being around for 4 years.
  
  **Request for Compromise:**
  In the interest of resolving this matter amicably, I kindly propose a compromise. I am willing to settle for $1000, which I believe is a fair and reasonable amount considering the commitments made and the initial agreement. This proposal aims to find a middle ground and bring this dispute to a close.
  
  I request Gulf Stream's careful consideration of this compromise offer and ask for a prompt response. I remain open to discussion and resolution, and I believe that this compromise is a reasonable and fair proposal.
  
  Thank you for your attention to this matter. I trust the Better Business Bureau will continue to assist in facilitating a fair resolution.
  
  Sincerely,
  
  
  *************************

• Initial Complaint

  Date:01/21/2024

  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 1/15/24, I got a message from ************************, this is **** with Gulf Stream Van Lines. After looking at your request for the move you are planning I noticed that we will have a driver less than 50 miles fro your p/u location right around the time you were looking to have your move serviced. This is an ideal situation for both of us to WIN!! Call me back at your earliest availability s we can see if this Back-Haul option works as we could save you a lot on this move. I called to see what he could do for us. I told him we had a pod coming and he said he could make us a deal. I told him that things were already loaded in my husbands 26 snowmobile trailer and that is how much room we needed.He told me that this was a 26 truck & since this truck was going back empty there was already packing things that we would not have to pay for. I was told my daughters things would be picked up after they delivered a load on Wed. I called Thursday morning to see what time they were coming. I was told there was a delay and they could not make it until Sat. or Sun. The delay sounded like it was weather related. (lot snow and wind in the area). I called **** to see if he knew more and he transferred me to customer service. The gal I talked to said they could probably give me a discount for the delay.So today, a truck comes. It is not the truck based out of *********** ******** but a truck from ******** Home Movers based out of *********. **** put on the estimate 360 cubic feet. I am assuming that was a misprint on his part. We did not have time to look anything over. He kept telling us to get documents from my email, go here, click this, etc. The first half of the payment was made on 1/17. Since we would lose that money we had them load some of her things. We are now told it will cost us $10,654.75 (+ required $100 tip) Only estimate I have is what **** sent me before talking to the driver and discounting it to $3500. I want the estimate I signed honored. #*******

  Business Response

  Date: 02/09/2024

  We provided the customer with enough of a heads up that our team was delayed, they were well aware when the truck was coming and why the delay occurred. The customer was in communication with our office the entire time. The customer was charged accordingly for the items moved, they had more stuff you have to pay accordingly per the contract. 

  Customer Answer

  Date: 02/09/2024

  ********************* purposely deceived me in order to scam me.
  1/ 16/24 text message I received from *********************
  Hi, this is **** with Gulf Stream Van Lines. After looking at your request for the move you are planning I noticed that we will have a driver less than 50 miles from your p/u location right around the time you were looking to have your move serviced. This is an ideal situation for both of us to WIN!! Call me back at your earliest availability so we can see if this Back-Haul option works as we could save you a lot on this move. My direct number is ************
  After seeing the text, I was curious and called **** to see what he could do to save us money. I told him we had arranged for a 26' pod at $3400,to be dropped off on Wednesday 1/17th and he said he could make us a deal to save us money. I told him daughter's apartment was already unloaded and things were loaded in my husbands 26 trailer and that is how much room we needed. He told me that this was a 26 truck & since it was going back empty there was already packing materials and that we would not have to pay for any packing material. ****'s first quote was for $3800. Then **** said wait, I want to talk to the driver. He came back on the phone and said the driver said he could go down in price and it changed to $3515.
  He said some advantages to using them was they had 4 guys to load and unload, packing material was included, we would be helping a driver driving back to *********** ** with an empty truck, and that they would stage and assemble things at Toris new home.
  I was told that pick up would be Wednesday afternoon, the 17th or Thursday morning 18th, after they delivered in SLC Wednesday morning.
  **** had me on the phone when he wrote up the first contract and I understood he put in the information we had discussed.  I told him I wanted to call and discuss it with my husband. He said something like he wanted to get it taken care of quickly and he would three-way my husband into the call. Then he kept giving me directions on how to pull up the document, where to click etc. He did not give us time to look over the contract so we could see he did not put in what we verbally agreed to.
  Since they didn't come on Wednesday, I called Gulf Stream Van Lines Thursday morning to see what time to meet the truck. I was told there was a delay and they could not make it until Saturday or Sunday. I thought this was odd since the delivery was going to be the day after we made arrangements.I called **** to see if he knew about what the delay was about and he transferred to customer service. The gal I talked to said they could probably give me a discount for the delay.
  Sunday, a truck comes. Not the truck based out of *********** ******** but from a truck from ******** Home Movers based out of *********. I was never told Gulf Streams was a broker and it was not one of their trucks coming. Their webpage does not indicate they are a broker. Even though I told **** how much volume my daughter had, he put an estimated 360 cubic feet. (Less than 1/4 of what a 26 snowmobile trailer holds)
  The first half of the payment was taken out of our bank on 1/17 too late to get money refunded. They said if we cancelled we could only apply that money to another move within 12 months.
  When the movers came, they had my husband sign papers before they loaded anything. They said it would cost more but they could not tell him how much until everything was loaded. After it was all loaded, then he was told what the price was. So, my daughters things got loaded on this truck.Afterwards my husband was told the cost was $10,654.75 (+ required $100 tip)
  In our original phone conversation, **** said delivery would be on the 20th or 22nd.
  ****'s things were picked up on Sunday the 21st by ******** Home Movers. The movers said they could only drive 500 miles a day. So, I thought delivery would be on Wednesday the 24th. I called ******** Home Movers to get a time for delivery. Then I was told that her things were in *********.They did not know when they would have a truck going that direction. We were never told that her things were not going straight to ********.
  In talking to Gulf Stream Van Lines customer service there was never a back-haul headed to *********** **. Our move was directly assigned to ******** Home Movers.
   **** purposely lied to me to scam us. I want the amount that **** told me to be honored. More than three times the amount is not saving us money and was not a WIN on our part.
  I figure Gulf Stream owes me $7,239.75 ($10754.75 - $3515)

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21178445
  
  I am rejecting this response because:

  BBB Complaint Response
  ********************* purposely deceived me in order to scam me.
  1/ 16/24 text message I received from *********************
  Hi, this is **** with Gulf Stream Van Lines. After looking at your request for the move you are planning I noticed that we will have a driver less than 50 miles from your p/u location right around the time you were looking to have your move serviced. This is an ideal situation for both of us to WIN!! Call me back at your earliest availability so we can see if this Back-Haul option works as we could save you a lot on this move. My direct number is ************
  After seeing the text, I was curious and called **** to see what he could do to save us money. I told him we had arranged for a 26' pod at $3400,to be dropped off on Wednesday 1/17th and he said he could make us a deal to save us money. I told him daughter's apartment was already unloaded and things were loaded in my husbands 26 trailer and that is how much room we needed. He told me that this was a 26 truck & since it was going back empty there was already packing materials and that we would not have to pay for any packing material. ****'s first quote was for $3800. Then **** said wait, I want to talk to the driver. He came back on the phone and said the driver said he could go down in price and it changed to $3515.
  He said some advantages to using them was they had 4 guys to load and unload, packing material was included, we would be helping a driver driving back to *********** ** with an empty truck, and that they would stage and assemble things at Toris new home.
  I was told that pick up would be Wednesday afternoon, the 17th or Thursday morning 18th, after they delivered in SLC Wednesday morning.
  **** had me on the phone when he wrote up the first contract and I understood he put in the information we had discussed.  I told him I wanted to call and discuss it with my husband. He said something like he wanted to get it taken care of quickly and he would three-way my husband into the call. Then he kept giving me directions on how to pull up the document, where to click etc. He did not give us time to look over the contract so we could see he did not put in what we verbally agreed to.
  Since they didn't come on Wednesday, I called Gulf Stream Van Lines Thursday morning to see what time to meet the truck. I was told there was a delay and they could not make it until Saturday or Sunday. I thought this was odd since the delivery was going to be the day after we made arrangements.I called **** to see if he knew about what the delay was about and he transferred to customer service. The gal I talked to said they could probably give me a discount for the delay.
  Sunday, a truck comes. Not the truck based out of *********** ******** but from a truck from ******** Home Movers based out of *********. I was never told Gulf Streams was a broker and it was not one of their trucks coming. Their webpage does not indicate they are a broker. Even though I told **** how much volume my daughter had, he put an estimated 360 cubic feet. (Less than 1/4 of what a 26 snowmobile trailer holds)
  The first half of the payment was taken out of our bank on 1/17 too late to get money refunded. They said if we cancelled we could only apply that money to another move within 12 months.
  When the movers came, they had my husband sign papers before they loaded anything. They said it would cost more but they could not tell him how much until everything was loaded. After it was all loaded, then he was told what the price was. So, my daughters things got loaded on this truck.Afterwards my husband was told the cost was $10,654.75 (+ required $100 tip)
  In our original phone conversation, **** said delivery would be on the 20th or 22nd.
  ****'s things were picked up on Sunday the 21st by ******** Home Movers. The movers said they could only drive 500 miles a day. So, I thought delivery would be on Wednesday the 24th. I called ******** Home Movers to get a time for delivery. Then I was told that her things were in *********.They did not know when they would have a truck going that direction. We were never told that her things were not going straight to ********.
  In talking to Gulf Stream Van Lines customer service there was never a back-haul headed to *********** **. Our move was directly assigned to ******** Home Movers.
   **** purposely lied to me to scam us. I want the amount that **** told me to be honored. More than three times the amount is not saving us money and was not a WIN on our part.
  I figure Gulf Stream owes me $7,239.75 ($10754.75 - $3515)
  Today is February 9, ****. Toris things are still sitting in *********. It will be more than three weeks after **** told me that she would have her things before she gets them. If she ever gets them.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/19/2024

  We have emailed, responded and spoke to this customer numerous times. She was explained every time that the truck we had assigned for her were delayed and we had to find another truck to pick her up on later dates which is what we did.. 

   

  The customer was charged accordingly for the items they moved, per the contract if you have more items, CF or packing required the price will increase. 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21178445
  
  I am rejecting this response because:
  

  I want anyone considering doing business with Gulf Stream Van Lines to know they are not an honest company. 
  In the BBB response:
  Gulf Stream Van Lines responded We have emailed, responded and spoke to this customer numerous times. She was explained every time that the truck we had assigned for her were delayed and we had to find another truck to pick her up on later dates which is what we did.
  
  Even that is a lie. They never emailed me about a delay and switching from a fictitious driver to the one they did assign the move to. They never called me. I called them to see what time the truck was coming and was told it was delayed. I called another time asking about the driver headed back to *********** ******** and was told that it never existed and the job was given directly to ******** Home Movers. 
  The whole deal was a lie to scam me. 
  
  1/ 16/24 text message I received:
  Hi, this is **** with Gulf Stream Van Lines. After looking at your request for the move you are planning I noticed that we will have a driver less than 50 miles from your p/u location right around the time you were looking to have your move serviced. This is an ideal situation for both of us to WIN!! Call me back at your earliest availability so we can see if this Back-Haul option works as we could save you a lot on this move. My direct number is ************ 
  
  We had arranged for a 26' pod directly from ABF Freight @ $3400, to be dropped off on Wednesday 1/17th. After seeing the text, I was curious and called **** to see what he could do to save us money. I told him I had the 26 pod coming and he said he could make us a deal. I told him daughter's apartment was already unloaded and things were loaded in my husbands 26 trailer and that is how much room we needed. He told me that this was a 26 truck & since it was going back empty there was already packing materials and that we would not have to pay for any packing material.
  He said some advantages to using them was they had 4 guys to load and unload, packing material was included, we would be helping a driver driving back to *********** ** with an empty truck, and that they would stage and assemble things at Toris new home. 
  
  I was told that pick up would be Wednesday afternoon, the 17th or Thursday morning 18th, after they delivered in SLC Wednesday morning. 
  
  ****'s first quote was for $3800. Then **** said wait, I want to talk to the driver. He came back on the phone and said the driver said he could go down in price and it changed to $3515. During our conversation he wrote up the first contract and I understood he put in the information we had discussed.  I told him I wanted to call and discuss it with my husband. He said something like he wanted to get it taken care of quickly and he would three-way my husband into the call. Then he kept giving me directions on how to pull up the document, where to click etc. He did not give us time to look over the contract so we could see he did not put in what we verbally agreed to. 
  
  Since they didn't come on Wednesday, I called Gulf Stream Van Lines Thursday morning to see what time to meet the truck. I was told there was a delay and they could not make it until Saturday or Sunday. I thought this was odd since the delivery was going to be less than 24 hours after we made arrangements. I called **** to see if he knew about what the delay was about and he transferred to customer service. The gal I talked to said they could probably give me a discount for the delay.(another lie)
  
  Sunday, a truck comes. Not the truck based out of *********** ******** but from a truck from ******** Home Movers based out of *********. I was never told Gulf Streams was a broker and it was not one of their trucks coming. Their webpage does not indicate they are a broker. Even though I told **** how much stuff he put an estimated 360 cubic feet. 
  
  The first half of the payment was taken out of our bank on 1/17 too late to get money refunded. They said if we cancelled we could only apply that money to another move within 12 months. 
  
  When the movers came, they had my husband sign papers before they loaded anything. They said it would cost more but they could not tell him how much until everything was loaded. After it was all loaded, then he was told what the price was. So, my daughters things got loaded on this truck. Afterwards my husband was told the cost was $10,654.75 (+ required $100 tip) 
  In our original phone conversation, **** said delivery would be on the 20th or 22nd. 
  
  ****'s things were picked up on Sunday the 21st by ******** Home Movers. The movers said they could only drive 500 miles a day. So, I thought delivery would be on Wednesday the 24th. I called ******** Home Movers to get a time for delivery because **** was not staying at the house yet. Then I was told that her things were in *********. They did not know when they would have a truck going that direction. We were never told that her things were not going straight to ********. 
  
  In talking to Gulf Stream Van Lines customer service there was never a back-haul headed to *********** **. Our move was directly assigned to ******** Home Movers. 
  
   Appears **** purposely did this to scam us. I want the amount that **** told me to be honored. More than three times the amount is not saving us money and was not a WIN on our part.
  
  Most of her items came 24 days after **** told me they would. There were not four men to unload, and her house was not staged like he told me was one of the advantages of using them. We never would have agreed to his scheme if we had been told the truth. We did not want her things to be stored somewhere. We did not appreciate mice in some of the boxes that came. She would like her saxophone and other missing items.  
  

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

• Initial Complaint

  Date:01/18/2024

  Type:Product 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 received a call from this Gulf vans lines about moving. I was making a move from ********** to ****** and the company said they would send there man out to help pack and move my stuff, I payed the company, ***** dollars on October 28th. I did some research on the company and saw some complaints and decided to cancel my service with them, The next day. Gulf Stream van lines said they would give me a refund of my money, with 5 days if I dont dispute it with my creditors, I gave them 10 days. The company didnt send me my money back so I dispute with my creditors. I have still not received my money back and I have contacted the company multiple to try to resolve the issue and get my money back but they said there is nothing they can do and my creditor told me I should reach out to the Better Business Bureau. The company keeps saying I dispute before the 5 days but I place the dispute on Dec 10

  Business Response

  Date: 01/22/2024

  The customer cancelled and we offered his refund back with terms and conditions, he chose to dispute the charge which wont allow us to refund the customer, the banks have the final say in who gets the funds .

  Business Response

  Date: 01/22/2024

  The customer cancelled and we offered his refund back with terms and conditions, he chose to dispute the charge which wont allow us to refund the customer, the banks have the final say in who gets the funds .

  Business Response

  Date: 01/22/2024

  The customer cancelled and we offered his refund back with terms and conditions, he chose to dispute the charge which wont allow us to refund the customer, the banks have the final say in who gets the funds .

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21166208
  
  I am rejecting this response because: I waited the 5 business day to receive my refund and never received it, and then I disputed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  The banks are in charge of deciding who receives the funds back. 

• Initial Complaint

  Date:12/20/2023

  Type:Product 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.

  Gulf Stream sold me their services by lies. A person who claimed to be known as ***********************, told my wife and I directly, if you need to cancel, call me directly, ************. That number now goes to ***********************, not his personal number as he told us. We reaffirmed this several times. The move was supposed to take place in April ****, and they baited us by saying rates are lower the farther out you book. Again, we were told by ****, call me directly, Ill cancel it and youll get your refund. I questioned the cancellation policy sent by him that says cancel within 48 hours or no refunds. Keep in mind this was for a move 6 months out which he pushed signing up for to save money. Again, completely refundable. Since then my Mother in law has died. So the need for a move was over with her passing. (Happy to provide a death certificate). Today 12/20/2023 I called and there isnt a *********************** working there. I asked for a supervisor to help but she was too busy to talk to me. They wont refund anything. Doesnt this company have any integrity? This is or was their employee. Should they have any responsibility for their staff lying? Lies, scams, hope you can help.

  Business Response

  Date: 01/02/2024

  Customer booked his move with our company with that representative and at the time that representative was working for our team that is the assigned number he had, once they do not work for our team anymore we delete the numbers from our systems. 

   

  You were provided our customer service line from the date of booking on 11/03/2023, you requested to cancel the move on 12/20/2023 with our team on the phone. At that time you are outside of the 48 hour window from the time of booking so the deposit is non refundable per the contracts you signed. 

   

   

  Electronic Signature:
  
  
  Document Emailed On: Friday, 11/03/2023 02:52:07 PM (ET)
  Document Signature Name: ********************
  Document Signature Email: ***************************
  Document Signature Date: Friday, 11/03/2023 02:56:52 PM (ET)
  Document Signature IP Address: 72.132.64.243
  Internet Browser: Safari
  ------------------------------------------------------------------------------------
  
  
  Cancellation Policy - *********************************** has been disclosed to you that once your payment is processed with ****************************** we will immediately have our dispatch department initiate the process of locating a licensed and insured carrier to transport your household goods. Once a carrier is assigned to your move, services on behalf of ***************************** will be considered "services rendered", and all payments that have been made are non-refundable.
  
  If a cancellation is made 48 hours after your original booking date, the deposit is non- refundable, but we are able to hold your deposit toward a future move within a 12-month period from the date of your original move. If services are cancelled within five (5) business days of the original scheduled pick-up date, it is considered a late cancellation and the deposit will be non- refundable. If a move is cancelled within a 48-hour period from the original time of booking and signing the agreement with ****************************** the deposit shall be refunded in full minus 10% due to processing fees.
  
  *****************************
  **************
  
  Accept and sign this Cancellation Policy via online electronic signature. SIGN HERE
  Electronic Signature:
  
  
  Document Emailed On: Friday, 11/03/2023 02:52:07 PM (ET)
  Document Signature Name: ********************
  Document Signature Email: ***************************
  Document Signature Date: Friday, 11/03/2023 02:56:52 PM (ET)
  Document Signature IP Address: 72.132.64.243
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21037673
  
  I am rejecting this response because:
  They lied to me. Their agent said he would cancel it anytime prior to 5 days of move. He was their employee, or agent in this.  Sure theyre hiding behind the fact in my opinion this was less than honest. Sadly s******* a senior citizen, veteran, seems to be their standard. 
  Sincerely,
  
  ********************

  Business Response

  Date: 01/08/2024

  The customer electronically signed off on a contract where it states the cancellation period and signing off on that acknowledges understanding of the terms and conditions. The deposit is non refundable as cancellation was made outside of the 48 hour window. 

• Initial Complaint

  Date:12/13/2023

  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.

  I spoke with ***************************** representative *** on November 13, 2023. We completed a full inventory over the phone without them ever seeing my items. I was quoted an extremely low price for way less cubic footage than I really needed ($2911 for 487 cubic feet). For context, I have a **** sq ft home, 4 bed 2.5 baths. I spoke with ****** at their company a few weeks later and he told me that for the SAME inventory I had given ******** would need upwards of 800-1000 cubic feet. I am now unable to get a refund on my $1191 deposit. I was taken advantage of, lied to, and blackmailed into paying a low price upfront with the company knowing I was not purchasing enough cubic feet. I NEED A REFUND.

  Business Response

  Date: 12/15/2023

  The customer did NOT initially provide an entire inventory to our representative so how could we possibly provide an accurate estimate? Going from 59 items to over 118 needing to be moved... Of course the price will increase based on the cubic foot rate and space used or needed. The customer cancelled outside of the 48 hour period and the deposit is non refundable per her cancellation policy.  

• Initial Complaint

  Date:11/22/2023

  Type:Order 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.

  Hired ***************************** for a move. Items were to be delivered between November ****. Items not delivered until November 22. 55 inch tv and mini refrigerator were not delivered to me. Furniture is heavily soiled and ruined.

  Business Response

  Date: 12/04/2023

  The customer did not have any guaranteed delivery dates those were requested delivery dates and NOT guaranteed, the movers have ********** business days to deliver from the first available delivery date.. 

   

  The customer was provided numerous delivery updates and he was also provided the claims information for his missing items. 

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20908357
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/06/2023

  Reason for rejection is due to there was no reason nor remedy for my damaged and lost items. I accept the reasoning of the late delivery.  Part of my complaint was due to my tv and mini fridge not being delivered. Also, my couch and recliner were heavily soiled that required professional cleaning. My mattress was soiled beyond repair. My bed frame was broken and could not be repaired. My dresser was severely damaged with chunks of wood missing. The response did not mention any of those issues. 

  Business Response

  Date: 12/15/2023

  Claims information for missing and damaged items is attached below 

   

  Claims:
  The claims information is below.
  Please call the number or go to the website to start the claims process. You will need to use the *** number below to make sure the claim is filed correctly.
  Phone: ************
  ***: *********
  Email: ***************************
  Website: *********************************
  Carrier: Cheetah Movers
  DOT: 2480884
  
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20908357
  
  I am rejecting this response because:

  customer service *** is a fraudulent claims company. Called customer serivce *** several times with no response. Cheetah Movers provided me with another link to file a claim to which there was no response.

  
  S***erely,
  
  *************************

  Business Response

  Date: 01/08/2024

  It is not a "fake company" they are a real claims company that Cheetah uses 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20908357
  
  I am rejecting this response because: I have attempted to call this company over 20 times over the past month and there is no answer. I contacted cheetah movers and provided another number to file a claim but there is no answer to that either. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/10/2024

  Our office number is ************ and moving claims number is **************.... they also have a website where you can contact them by email... We have provided you all the resources

• Initial Complaint

  Date:11/20/2023

  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.

  They were 2 hours late picking up our stuff Oct 1 2023 and they couldnt fit everything in the truck even though we had gone over all of our inventory with them a couple days prior which resulted in us still having to rent a uhaul. What was supposed to cost $10,000 *** according to them ended up costing us $17,000 because they had to add extra space and some extra fees. They didnt show up on the original drop off date Oct 26 2023 and didnt tell us they werent coming until our time slot had passed and I had to call the head guy on our move **** and see where they were at. When they finally did show up the next day Oct 27 2023 they delayed unloading our stuff because the communication was terrible. **** told me the night before they delivered at midnight it was cash only when we previously payed electronically. Which banks are open in the middle of the night and werent open before they were arriving. We had asked for a few days before how do they want the last payment and **** never responded. When they actually started unloading the guy that drove the truck was extremely rude. One of the movers asked for help with our fridge as he was told hes good and he ended up dropping our fridge and broke our shelves so our fridge is not functional now and we also found many other broken/damaged items and a couple items that are completely missing. We have pictures of everything, books shelves, dinning room chair, stand for our turtle tank, some kitchen appliances dented, dryer dented and all scraped **********/dents out of our dresser and bed frame, they ripped up our flooring moving our fridge and washer and dryer and a few more issues. When I contacted ************* said he would help get the process started for a claim since we paid for damage insurance since then has completely ghosted us. He doesnt answer and calls or texts.

  Business Response

  Date: 12/04/2023

  The customer always has a two day pick up window and is provided an estimated time of arrival, delays do happen which is why we provide an ETA and the movers did arrive within their two day window so they were not late. 

  The customer did not contact our office at any point after pick up to go over any issues with charges or increase. Per the contract we provide an estimated amount of space based on an inventory, the price is subject to change based on any additional services required. 

  Delivery dates are not guaranteed, the items were going **** miles which legally they have 30 business days to deliver from the earliest available date. We also send emails that specifically states what forms of payment are accepted at pick up and delivery. 

  Any damages need to be filed as an insurance claims and we can provide that information here. The customer NEVER contacted our customer service team about any issues. 

   

  Claims:
  The claims information is below.
  Please call the number or go to the website to start the claims process. You will need to use the *** number below to make sure the claim is filed correctly.
  Phone: ************
  ***: *********
  Email: ***************************
  Website: *********************************
  Carrier: Cheetah Movers
  DOT: 2480884
  
  

• Initial Complaint

  Date:11/15/2023

  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.

  7/17/23 got a quote from Gulf Streams of $2,098 if I acted NOW. I was hesitant so I told them no and checked BBB, at the time they were an A accredited business. Now, all these complaints flooded in starting in August and they are a C. Anyway, I called them back after seeing the A and got the $2098 quote still, $749 deposit then pay half $674 at pick up and at delivery. 9/25/23 I was called to confirm my inventory, and told I owed an additional $885 right then because the original quote was for "shoe box sized boxes" WHO MOVES IN SHOE BOXES. I arranged for parking with the city for a 26' truck per GS instructions on 9/29/23 for $400, movers came 12 hours late, in an 18' truck and didn't even use the spot. After everything was packed they said I owed $1,699. What am I supposed to do say no? All my items were on the truck. THE *** BEFORE I received my items I was told I needed to find space for a 26' truck - not possible so I was charged $500 to have them move my items to an 18' truck (what was the point of the broker, they knew my delivery address and that that was not possible) items arrived 10/13/23 and was told it would be $1,399, never even got a receipt they just left. Then I discovered that my TV was broken, and two boxes were missing totaling approximately $2000. I contacted GS customer care and was told to file a claim with a 3rd party, claim states I can get $60 and I have not heard back on the status. I later spoke to the person that received my boxes and he has been trying to contact them to get them to me and they said they will contact when a carrier is in the area, this was a month ago. I contacted GS and they said the best way for me to get my stuff was to have the poor guy who got them ship them to me himself!! Who is paying for that?? Gulf Stream completely lied to me on what the expenses may be and then wiped their hands of me once I paid them and did not broker anything. This isn't a business it's a scam. I could go on but I'm out of space.

  Business Response

  Date: 11/21/2023

  The customer was provided an initial estimate, contract states the price is subject to change if there are any additional services required.. Customer never let us know about any parking permits or spots, nothing is notate on his file about that. HE never called in about the movers being late and did not contact our team one time to resolve any issues. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20876988
  
  I am rejecting this response because:

  That is patently untrue. I contacted my "moving specialist" *********************** before, during, and after the move, I only got one response. It's not my fault your staff/affiliates didn't log the interactions. I was told specifically by ****** to designate space for a 26' truck for moving day in *************. I had multiple calls with whoever facilitated the move (it was not ***************************** despite that being their responsibility as broker) telling them that I was not able to move after 4 PM because the parking space would expire and my building had very strict rules around when you can move out. That was all completely thrown out the window, I called Blue Lion multiple times, why would I call GS when they didn't help AT ALL. I wish I had recorded all of my calls, clearly there is a standard in the company not to leave a paper trail otherwise I would have receipts of everything. 
  
  *********************

  Business Response

  Date: 12/15/2023

  We provided the customer with an estimated cost he was never promised an entire truck. He hired ** as the moving broker. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20876988
  
  I am rejecting this response because: 
  Complaint: 20876988
  
  I am rejecting this response because:

  SHE never asked for an entire truck and didnt receive an entire truck at pick up. SHE had the misfortune of getting an entire truck at drop off resulting in HER paying an additional $500 for the movers to switch from an entire truck to a standard moving truck. If Gulf Stream Van Lines brokered anything in the first place or took the time after the fact to read my original complaintof which they responded to, this might be a more productive conversation.

  With Deep Regret, 

  *********************

  Customer Answer

  Date: 12/18/2023

  Im in shock that theyre continuing to push back. This has been the worst experience Ive ever had with a company, bar none. I know Im not going to get anything out of this, my only hope is to warn people so they dont lose thousands of dollars like I did.

  Business Response

  Date: 01/08/2024

  WE do apologize we are solely going based on the contract that was signed. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20876988
  
  I am rejecting this response because: this response doesn't even address nonetheless resolve any of my aforementioned issues. Obviously I am not going to get a resolution from this sketchy "company", so at the very least I can make others aware to AVOID AT ALL COSTS. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/01/2024

  We have provided all information to this customer already.