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:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date:10/25/23 picked up furniture My friend hired gulf stream Van lines in ***** to secure her furniture delivery from ******* to ****. She was asked how many boxes she told them it would be twenty five. Plus she had her couch, a chair, a couple of t vs, and some other furniture pieces. The 3 movers who showed up were from a sublet company called all lines lines they are out of.Southern *******. When the three movers showed Up they told her that they were expecting twenty five shoeboxes not big boxes. They made her sign additional papers. Having to hurry up an unpack twenty five of her big boxes to merge into fifteen smaller boxes was not good enough for the movers they still complained. The movers were supposed to continue on to ohio to drop off the furniture the next day or two they never showed. They hijacked her furniture. Then my friend found out they withdrew $1100 out of her checking account without her authorization. What they used was her electronic signature from signing the contract to authorize payment of eleven hundred dollars. They told her she owes three thousand dollars more. I've never heard this in my life. This is a scam I told her and to get an attorney. Apparently in very small print on the contract. It states that they have anywhere from two weeks to thirty days. For all we know her furniture could be high jacked and somewhere down the ******. She was not told By gulf stream van lines that they would be subletting the drivers and the moving company to someone else. When she called to complain to golf stream, there was a gentleman there by the name of ****** who screwed up the entire order. They ended up firing him but they have not made good on her furniture delivery. She also spoke to a woman by the name of ******. Just have to wait and see if it shows up in thirty days I used to work in the legal field. And I encouraged her to file a complaint with the ** and consumer affairs and file a complaint with the company as well as a claim.

  Business Response

  Date: 11/21/2023

  To whom it may concern,

   

  We have no idea who this customer may be as her friend posted this complaint and we have none of the actual customers information. 

   

  We are a moving broker the website and contract states that. The movers show up and do a walkthrough of the items being moved, if they are different than what's listed on the original contract then they will provide a revision and charge accordingly.

  The customer was not promised any guaranteed delivery date, again we do not know who the customer is but if items are going from ** to OH then that is well over **** miles which can take **** business days approximately. 

   

  Again we have no idea who this customer is as we don't have any of her information about what payments were made. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20808472
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/28/2023

  The client's name is ************************  Three men showed up to move her furniture the day before her flight left. They told her she had 17 ft out of the 27 ft truck which they knew beforehand she had a two bedroom apartment to move she ended up leaving half of her furniture because they told her they're not taking it and if she insisted they were going to leave that night and not even bother they coerced her to sign a contract saying that they will deliver furniture within 30 days she said she didn't want to sign it they insisted otherwise they were threatening to leave when they left they set off the fire alarm in the whole building.  This is very unprofessional. *********************** was not notified that her furniture was going to be with a company that was sublet by Gulfstream.  It was only after we filed the complaint with the ******* attorney general's office is when she got her furniture and it was almost 3 weeks into the time they picked it up and it was by another company that delivered it not only did they deliver it late but they told *********************** because I was there they said that they were supposed to charge her for the extra steps that they had to take to deliver her furniture to her apartment there was an elevator and ******************* daughter's reaction to this comment was I'll be damned if you're going to take any more of my mother's money.  They're going to file a claim for all of the items that were left behind on purpose. She had a king size bedroom set she had a credenza a glass coffee table and four other boxes that had to be left. How sad and **** poor unprofessional this company is.  We were advised by the attorney general's office to file a complaint with the ******  The attorney general's office forwarded our complaint to the appropriate departments.  Again we were urged by the attorney general to file this complaint with the ****** The worst part was the when the three movers showed up to get her furniture they told her they were here to pick up 25 shoe boxes how do you get that out of moving a two-bedroom apartment dummies.

   

  Business Response

  Date: 12/11/2023

  The customer was provided services as the contract states, her items were traveling **** miles which will go by the 21 business days for delivery. She received her items within the legal window. 

  Customer Answer

  Date: 12/11/2023

  21 days it was 3 weeks and then they left half of her furniture back in ******* what excuse do you have for that. **** poor business **** poor attitude they should not be allowed to even be in business because ofthe way they harass and coerce clients.

  Business Response

  Date: 01/02/2024

  Again the movers have up to 21 BUSINESS days to deliver the items, business days counts as weekdays , NO weekends or holidays. So yes 3 weeks seems about right.... 

   

  Any items that were not moved at pick up again were not moved if the customer didn't agree to charges accordingly to move those items. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20808472
  
  I am rejecting this response because: movers changed the contract when they showed up with a new one and told customer that if she did not sign the one they had, they were going to leave and she would have been screwed out of any move whatsoever.  The movers also told her that they only had room for half of their truck for her items.  That is why she had to leave  items behind like her bedroom set, glass coffee table, a credenza, and a chair.  Owner was not there to prove his story, instead he hired a truck and two guys from another company for which the customer was never informed.  AGAIN, IT WAS A 74 YR OLD WOMAN IN BAD HEALTH CONDITION THAT NEED ALL OF HER Furniture, NOT HALF.  YOUR A **** PORE COMPANY WHO MAKES UP LIES AS THEY GO ALONG.  Just look at the reviews.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/08/2024

  Per the contract signed, the movers arrive and will do an assessment of the items in person. IF they do think their are more items the movers will provide a revision with the new charges. Obviously if the customer is not wanting to sign or agree the movers will not move the items... 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20808472
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/08/2024

  The amount of furniture, details on where to take the furniture, price, any extra charges were discussed and contract signed by both parties prior to drivers arriving from ***** to *********, *******.  According to moving company, a contract needed to be signed and payment needed to be collected prior to movers showing up to the address.  According to movers, they said they were told they were picking up 25 shoe boxes.  This is obserd.  Shoe boxes were never discussed.  I was there when ************** was discussing contract over the phone.  Owner of company, did not want to be bothered with initial complaint and hung up on client.

  Customer Answer

  Date: 01/08/2024

  The amount of furniture, details on where to take the furniture, price, any extra charges were discussed and contract signed by both parties prior to drivers arriving from ***** to *********, *******.  According to moving company, a contract needed to be signed and payment needed to be collected prior to movers showing up to the address.  According to movers, they said they were told they were picking up 25 shoe boxes.  This is obserd.  Shoe boxes were never discussed.  I was there when ************** was discussing contract over the phone.  Owner of company, did not want to be bothered with initial complaint and hung up on client.

• Initial Complaint

  Date:10/31/2023

  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.

  I am a senior, was looking into intra state move. I was bombarded with calls, emails, texts regarding services. ***** with Gulf Stream Van Lines repeatedly called me, starting with a quote of $5476, then dropped to $4476, then $2895, $2495, $2255, and finally $2165. He was very aggressive, I was worn down from all of the calls and promises. I noticed on the contract he listed my items at 286 cu. ft. I told him we had agreed I had approximately 500 cu ft, he said don't worry they won't charge extra for the additional cubic footage. I had to put down $576 deposit, it posted in my bank Oct 24th. My move date fell through, I called Gulf Stream to cancel service and was told they would not return my $576 because of some clause in the contract. I can see if they kept $100 or something, but $576?? I've seen many accounts where people have been cheated by this company, I don't believe companies should be allowed to take advantage of customers, or do business in this manner

  Business Response

  Date: 11/07/2023

  The customer signed the contract for 450 CF , booked his move on 10/21 and cancelled on 10/25 which is outside of the 48 hour window and the team had already assigned a carrier which forfeits the deposit/ 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20804926
  
  I am rejecting this response because: reasonable business practice by a reputable company, I believe, would be to have a set penalty for cancellation, such as $100 or $200 or even a percentage. But it is reprehensible for them to keep your entire down payment, especially, in my case, $576! I will continue to spread the word about this disreputable company every opportunity I get
  
  Sincerely,
  
  ******************;

  Business Response

  Date: 11/21/2023

  The customer was quoted at 450 cubic feet he signed off on that as well, customer booked on 10/21 had a carrier assigned immediately and requested to cancel his move on 10/25 which is outside of the 48 hour window. 

   

  The deposit is non refundable customer signed and acknowledged all policies prior to paying.

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20804926
  
  I am rejecting this response because: evidently these unscrupulous shysters are not interested in a fair and reasonable resolution, they are only interested in taking advantage of people. and by the way, the contract did not say 450 cu ft, it was approximately 283 cu ft, which I mentioned to ***** for fear they would upcharge me when they found out that I had more than that, to which he replied, "don't worry about that, I'm the dispatcher, the movers will do whatever I tell them to do" So, no, I will never be satisfied with any of their responses because, like I said, they are not interested in any resolution other than keeping ALL of my money
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/04/2023

  The customer did sign for 450 CF here is the paperwork showing that ..... The customer cancelled outside of the 48 hour window.... 

   

  Electronic Signature:
  I hereby confirm my signature on the following document:
  
  Document Emailed On: Saturday, 10/21/2023 12:46:44 PM (ET)
  Document Signature Name: *****************
  Document Signature Email: **********************
  Document Signature Date: Saturday, 10/21/2023 12:49:40 PM (ET)
  Document Signature IP Address: 73.110.172.105
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------
  
  
  Moving Estimate Reference No: T2848697 
  GS Van *********************************************************************************************** DOT: 4074711   MC: 01548804
  Customer
  Rep: Grant
  Phone: **************  Ext. 10075
  Direct: **************
  Email: ********************************
  Web: **********************************
  Moving From Moving To
  ******************;
  ****************************;
  
  ************, ** 46410 
  Phone: ***********
  
  ********************** *****************
  **************************************************;
  
  ********, ** 29108
  
  
  
  Relocation Details
  Job No: T2848697 
  Estimate Date: 10/21/2023 
  Representative: Grant  
  Visual Type: Virtual 
  Move Type: Residential Long Distance, 809 miles 
  Estimated Volume: 450 cf. (**** lbs) cf  
  Estimated Rate: $3.60 per cf
  Move Day:  Saturday/Sunday 
  Requested Move Date:  11/04/2023-11/05/2023 
  Created On: 10/20/2023  Relocation Estimate 
  Total Tariff  $3948.00
  Tariff Discount: *****% -$2328.00
  Basic Estimate Price  $1620.00
  Fuel Surcharge: 9.00 %  $145.80
  Binding Estimate Fee   $400.00
  Basic Valuation Protection:
  $0.60 per lbs. per article
  $0.00
  Total Moving Estimate  $2165.80
  Customer Payment   $576.00
  Confirm your move via:

• Initial Complaint

  Date:10/26/2023

  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 was in need of a move for the end of September 2023. I called around to different moving companies at the beginning of September 2023 to try and secure a moving company to assist.Gulf Stream Van Lines was one of many companies I contacted. Other moving companies came back with estimates and quotes higher than Gulf Stream. Significantly higher. So I chose to go with GSV.I originally spoke with a guy named *******, who went through my inventory and quoted me $2574.00 for the move. I asked him that is a pack and move all included? Yes. So I locked in that price, and went with that company. As September progressed, I received two more phone calls from two other representatives from their company. They took inventories again...each time the previous inventory was incorrect.I became more frustrated as this process was not being handled with uniformity and was getting different messages from different people. I was then sent to ***********************, who was supposed to try and keep me from leaving and going to different options. He assured me things would be fine, and even offered to get me a storage unit for cheaper than the one i was planning on getting. He quoted me a storage of 120 per month. So i canceled the storage i had set up for 150.About a week prior to my move, so 3 weeks after the original conversation, im contacted by **** and told that because of the size of my move it would be an additional 750 dollars. I became very angry and stated that was not the agreed upon price, and your quote is what you're sticking to or we're not doing business. He said fine.Forward to my move date, a third party company shows up. Not Gulf Stream. No mention of that from them either. And im informed that they won't move anything without an additional $1,500! Mind you I paid $1059 to secure the date, and $750 was due at pickup. I was held over a barrel. And had to call around for $1500 i didn't have. 3rd party company says they do this all the time. This is deceptive & wrong.

  Business Response

  Date: 11/07/2023

  The customer had more items to be moved and additional services required that he did not want to pay for, per the contract there are extra charges that can apply. 

• Initial Complaint

  Date:10/21/2023

  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.

  This was moving from ********* to ******* *****. Initially the quoted my rate for around **** by taking down items . Took 1/3 of money as ECheck. After the way process the payment I was little concerned and called with 4 hrs and asked for cancellation. They suddenly disconnected and after couple of weeks as I didnt receive the money I called them again and she told as u cancelled we wont refund the payment I made. I didnt have any choice and I said move forward not to loose **** dollars already I paid . Then they started showing the real color . After of couple of days they called again and said want check items . When I start telling items then they were saying oh it is large box it was noted small box. Oh dinning table we thought it is kitchen table . Finally they came up with **** to **** .. again blackmailing about no refund on deposit and I have to accept itand collected another **** .On the day of moving the movers came and that guys was so rude . He first got signature on some 25 papers and some got filled . As I had already dont having good image on them I was worried they may charge some more and told I am not going to pay anything more than **** and ask them to pick item only matching to that and they never listened and he came and told the cubic feet was more and demanded around **** .he filled the amount himself in paper where he got signature earlier and showed that I have agreed and signed it. It was so stressful and during the time of delivery the driver was also very rude . He was fully drunk and the first word he told after stopping the truck hey man pay me the rest of money right now not by credit card , check but with only cash. The ways he talked to me was so rude and made me very angry and I feel helpless . It was ******** agreed that they will unassemble furnitures load and during delivery they will reassemble. They started throwing and left.when I ask ****** and assemble he told I dont have tools and said do whatever u like

  Customer Answer

  Date: 10/22/2023

  I was so surprise how come a company was so rude, blackmailing , cheating , threatening and scam all along in ** soil when even US companies have strict  rule in business and follow guidelines in their own soil.

  Business Response

  Date: 11/07/2023

  The customer contacted our company one day to cancel and the next stating he did not want to cancel but just needed to update his inventory list... So our team contacted the customer to do so, there were items added so the customers cost was adjusted accordingly. 

  Customer was charged accordingly at pick up based on the contract. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20765315
  
  I am rejecting this response because:
  Just overall there is no honesty in their business and not transparent. I try to cancel and I have to go with them bcoz they collected partial amount as check. They told I will not get any money from depot if I cancel . And I cancelled within 48 hrs.

  Ive
  Sincerely,
  
  Vasanthabalan Ponnupandi

  Business Response

  Date: 11/21/2023

  The customer was charged accordingly for the items needed to be moved. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20765315
  
  I am rejecting this response because:
  
  it was initially for **** and they collected/looted **** from me . They didnt finish the work properly
  Sincerely,
  
  Vasanthabalan Ponnupandi

  Business Response

  Date: 12/15/2023

  The customer certainly did not pay ** $7000. Customer payment to GS was $1700.00. 

   

  Customer was provided services as the contract states. 

  Customer Answer

  Date: 12/18/2023

  What ever they are talking is all lie.yes they started  1700  , collected cash for around 900 as deposit-and after 2 days they called and want check items . Now they said oh big boxes thought small  .. blah blah .. asked **** .. I said no they said no deposit refund. Black mail. On the day of moving they now talk abt cubic feet and charged **** . I have attached the bill for these liers . See original payment and Balance due at destination ( I attached the cheater receptit)

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20765315
  
  I am rejecting this response because: What ever they are talking is all lie.yes they started  1700  , collected cash for around 900 as deposit-and after 2 days they called and want check items . Now they said oh big boxes thought small  .. blah blah .. asked **** .. I said no they said no deposit refund. Black mail. On the day of moving they now talk abt cubic feet and charged **** . I have attached the bill for these liers . See original payment and Balance due at destination ( I attached the cheater receptit)
  
  Sincerely,
  
  Vasanthabalan Ponnupandi

  Business Response

  Date: 01/08/2024

  We are not cheating anything.. The customer is charged accordingly based on items being moved and the space they use. 

  Customer Answer

  Date: 01/18/2024

  This company is clearly plague. Like you BBB exist to bring out the scammers .  Their business practices clearly doesnt have any moral to continue. You need to bring this out so that any other will not fall to scam

  Business Response

  Date: 02/09/2024

  We have communication that shows the customer contacted us and stated he never wanted to cancel the move but wanted to update his inventory prior to the move. Customer was contacted on 09/28 to go over the inventory and there were items added which will increase the cubic feet needed and his total cost overall. 

   

  Customer signed the paperwork and agreed. Movers arrived and customer did not contact our company one time from the pick up to the delivery, he never informed us of one problem prior to posting this on the BBB. Customer was charged accordingly for the items he moved. 

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 20765315
  
  I am rejecting this response . I recently came to know these types of fraud have been arrested in *******. I am having being cheated same way. I may be planning to report or make complaint against this company
  
  Sincerely,
  
  Vasanthabalan Ponnupandi

  Business Response

  Date: 02/19/2024

  We are not a scam. We provide an estimate and assign a carrier, the price is subject to change based on the contract signed.

• Initial Complaint

  Date:10/20/2023

  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.

  Dates of the transaction: Booked transport and paid initial deposit on 10/5/23 ************** picked up my belongings on 10/20/23 I paid this company a deposit of $1249.75 The business committed to moving my belongings from ****** to *******. The dispute is that they either made a significant error or their estimate was dishonest. The original estimate for the move was $3181.90. When the movers showed up to pick up my belongings, they said I needed more than twice as much space provided for in the estimate. Even after excluding 1 dresser, 1 entertainment center, 1 large duffel bag, and 1 42 inch TV that were included in the estimate, the volume required to move the rest of my belongings was 700 cubic feet and I had to pay an additional approximately $2000. The business has not tried to resolve the dispute.

  Business Response

  Date: 11/07/2023

  Per the contract we estimate the space needed for the customer, the price is subject to change based on any additional services required. 

• Initial Complaint

  Date:10/17/2023

  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.

  This company is a brokerage company. They don't state that when you call them for a quote. I spoke with them initially on 9/19/23. They identified themselves as a moving company. Gave me a quote of $2123.83 for a certain amount of items. However when the moving company They hired arrived they gave a quote based on cubic feet which was ****. So basically when I spoke with GS Vanlines they over promised. When they spoke with the moving company they booked less space. I did have a few extra items. However a 1k difference was unexpected. This was very frustrating since it was the day of and I had no choice. The price went up $1000. They were so helpful and respectful during the entire signing of the contract process. However after booking it was like pulling teeth to get in touch with them. And when they did call you or speak with you they sounded annoyed. Moving is very stressful and this company will make it worst. I wouldn't use them

  Business Response

  Date: 10/19/2023

  To whom it may concern,

  We provide an estimated amount of space for the customer based on the inventory that is provided by the customer. The price is subject to change per the contract if there are any additional services required. 

   

  The customer was charged accordingly for the space she used. 

• Initial Complaint

  Date:10/17/2023

  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.

  Called to set up a move. BIG mistake. The pressure to pay immediately!! ****** tells me that I have 48 hours to cancel if I need to. Within the next hour we find out the move is off and I **ntact the so called moving ** only to have some subhuman named **** start to threaten us and calling us liars. He says that they are so highly rated and sooooo busy but their ratings suck! Apparently not too busy to rip someone else off. DO NOT USE THIS COMPANY! Lie after lie after lie.

  Business Response

  Date: 10/19/2023

  We do apologize about your experience, it looks like our team assigned a carrier to your move immediately after booking which is what we are being hired to do, per the contract once we have that carrier assigned the deposit is forfeited for services being rendered per the cancellation policy.

• Initial Complaint

  Date:10/14/2023

  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.

  Do not use this company! I want to share my experience with Gulf Stream. We are a military family and recently our 19 year old daughter passed away unexpectedly. My husband was deployed at the time and had to come home early. After losing our child he put in his retirement papers, and hes moving the kids and I to be closer to family. We had a mover set up who saw everything in our house and he told us hed move us for $3200. Gulf Stream said theyd price match and that they were accredited unlike the other guy we had originally planned on using. He assured us that the price wouldnt change, so my husband gave Gulf Stream a check for $1891. The movers showed up late due to the truck breaking down, and when they showed up the guy told my husband it would be $9,000, we dont even have that much stuff, we arent keeping everything. I then spoke to the movers boss and when I told him what we were taking, he said theyd move it and they thought we were taking everything in the house. About 30 minutes later the mover that was at our house said they couldnt do the move because there was too much stuff. I told him I just spoke to his boss and explained that we werent moving all of our stuff and he just said, I dont know, maybe tomorrow what does that even mean? I called Gulf Stream crying because I had been packing family photos and then this awful situation with the movers happened, and they just said that the $1891 has been paid and its non refundable. They never offered to send another moving company out or come look themselves. I cant believe this company would treat a grieving military family this way. Its not right.

  Business Response

  Date: 10/19/2023

  To whom it may concern,

  The customer was provided an estimated cost based on a list of 41 items, contract states the the price is subject to change based on any additional services required. The customer had way more than 41 items to be moved, packing was required. Per the contract they were presented a new cost and they refused services our team offered numerous options. Our managers did speak to the customer and did ask them if they want another truck or if there was another option and those were refused BY  THE CUSTOMER.. 

   

  Our team is here to move customers , we are sorry for the loss, but if there are more items to be moved the customer has to pay accordingly for that and if services are refused which they were that will forfeit the deposit. 

  Customer Answer

  Date: 10/19/2023

  Thankfully we had the conversation recorded where your employee stated that the move wouldnt be more than $3291, we have an appointment with the legal office on base next week to try and get our money back since they lied to us about the price. Everything we asked them to move was listed and the people they contacted to move us quoted us three times the amount. This is wrong on so many levels. We were only moving a fraction of the items in our home, my husband and the neighbor loaded a truck with our stuff in less than 30 minutes. If you are considering using this company, please dont! They are awful, and soon they will be on the militarys black list. They are scam artists!

• Initial Complaint

  Date:10/01/2023

  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 was told I could move 90 medium boxes from ******** to ******** for 650 down payment 650 when they got there and 650 when they delivered When the movers got there, they wanted $4000 and then for **** when they delivered I only had 50 medium boxes and they said theres not enough room on truck I was told there was room for 19 medium boxes

  Business Response

  Date: 10/06/2023

  Our contract is estimated and not guaranteed, if the items used additional space the price can increase. 

   

  This customer also never contacted our office to resolve any issues/ 

• Initial Complaint

  Date:09/25/2023

  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.

  SCAMMMMMM!!!! They called me asking if I wanted to use their services for my move and I kept saying no I was getting my own truck. When I wasnt able to find one **** said he could match the price. I had to leave $1100 for a deposit ach and pay the rest in cash. Everything was fine till the day of the move. I had the truck scheduled for 12-12:30 per customer service yet they showed up and hour early. I repeatedly told the driver we were quite finished and really needed the last hour to finish up. The driver said he would wait but when I went outside at 12 on the dot to tell them we were ready, they were gone. I called them and they said we had them waiting so they left!? They said we could get another truck but it was a Sunday and customer service wasnt open. We decided to grab essential Items and reschedule a truck for the next weekend. We were told that the driver lied saying we had them waiting an hour and half and they tried knocking on the door. They would send us another truck but wed have to pay $200 rerouting fee. With no choice we agreed and the truck was scheduled. The day before the next trick was supposed to come **** called to go over the inventory, I went through everything we were bringing with us and added 2 items. **** said that we were going to use 500sqft and we had to pay $800 for the extra space. The original estimate we signed and paid for was for all the same items and the same sqft so we refused to pay. My husband ended up taking over the call with **** because hes sexist. They ended up working out a deal and we moved forward. Day of the movers they showed up on time and when my husband saw the space they reserved for us he starting flipping out. They only reserved 375sqft and said if we go over that it would cost 2 rerouting fees and 5% processing fee!!!!!! That clearly wasnt enough space for everything we were bringing and we were not about to pay a ***** more. Youre better off just making the hassle of driving your own truck down!

  Business Response

  Date: 10/05/2023

  Unfortunately that is not exactly what happened. The customer had a two day window of 9/17-9/18, the movers arrived on 09/18 as scheduled and the customer asked for 5 minutes and the drivers were sitting outside for an hour and a half and Im sure the truck logging systems can prove that as well. The drivers left as customer never came back outside and werent answering... In order to re-route the truck back yes we let her know it would be $200 she agreed. When the movers showed up for the second time she was refusing to pay the $200 re-routing fee from the first time the truck came out and she sent them away again for the second time ....... Services were offered and provided numerous time and it was refused. The deposit is non refundable. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20654744
  
  I am rejecting this response because its false. The truck drivers were scheduled for 12-12:30 and they arrived at 11. I told them to their face that we would be ready at our scheduled time. I walked outside at EXACTLY ********************************************************* to say they were leaving. My phone records show when they called that they arrived and when I called them at 12. There are no records of him calling before he left. We agreed to the $200 and paid for it before the truck even showed up on top of another $800 for extra space!! When the truck came the second time they were refusing us the space we paid extra money for and no one From the company was answering their phones. The truck driver said he wouldnt pack our stuff until we paid more money. We paid extra money for 500 sqft and the truck driver shows up with 375 sqft

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

  Business Response

  Date: 10/19/2023

  Unfortunately that is not accurate information. The customer had trucks arrive to her residence twice- the first time she made them wait and then she never came out ... Second time she would not pay the re routing fee for the truck having to leave the first time. The customer is non refundable she has received services twice now.

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20654744
  
  Gulf Stream Van Lines are scammers! Theyll just keep lying when they know the information is far from true. We told the first truck that showed up we needed the hour and they agreed to wait!! They didnt call when they left and it was within the hour they previously agreed to, and I have PROOF I called the driver at exactly 12pm which is the original scheduled time. Im sorry but its not my problem their driver showed up early. We had a scheduled time and we were ready at that scheduled time. We shouldnt have been punished because the driver has no patience. We DID in fact pay the rerouting fee on top of another $800 before the second truck came. I also have proof of that transaction as well. If we didnt pay the rerouting fee why would they have sent the truck back out? Because theyre lying.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/07/2023

  This information is false. The customer was not ready for pick up the first time, we sent a truck the second time with a fee and notified her before hand there was a re routing fee but she did NOT pay any additional fees prior to pick up for the re routing services. She refused to pay any additional fees for having the truck come out twice. Deposit is non refundable.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20654744
  
  We did pay the re routing fee, they wouldnt send another truck until we paid it. When the truck came they were asking for more money, we tried to get in touch with the company to find out why we needed to pay them even more money but no one answers their phones. Since we couldnt get in contact with anyone we had no choice but let the driver go to another stop. Its really unprofessional that every time you deal with them they ask for more and more money even if its their own fault. The contracts you sign disappear after you sign them so you never have a copy and cant look back at it when the truck shows up. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/21/2023

  the payment customer made prior to the move was for the deposit and changes made to the inventory NOT the rerouting fee as customer refused to pay that at all. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20654744
  
  We paid the rerouting fee, that is why the second truck was sent. You say you wont send a second truck without the rerouting fee yet you admit to sending a second truck therefore you received a rerouting fee from us. We just want what we paid for after the deposit so we can stop going back and forth, proving you to be a scam.

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