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:09/13/2023

  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 was quoted a price for the amount of items I had and told I would need a 26FT truck. I was never told the quote was based solely off of the items as later on. I was told it would be loaded in three hours and I could have up to a month of storage included in the cost. I was scheduled to move on 09/18 and I booked on 09/05. I was contacted on 09/12 to finalize the list and secure the date. I thought it was odd but I spoke to *********************** and added a few things to the list. He tried to say the space went from 400 square feet to 900 which there is no way. He then tried to say the move went from **** to ****. I said to cancel the move but he said I had a contract. I said they are changing the contract so to cancel. He said he would cancel and I would get a refund and that billing would call me. I called the customer service to get the information to call billing because I didnt believe they would call. I was told by customer service that I wouldnt be getting a refund due to I didnt cancel with in 48 hours which thats not what I was told. I was told I couldnt cancel it open booking and I could reschedule the move. Now she also said I was 5 days from my move and I couldnt cancel it. I feel this company is fraudulent as they keep changing things to suit themselves and to keep my deposit of ****. A legitimate company that has done nothing so far to provide a service would just give the deposit back regardless as they changed the price and terms of the contract.

  Business Response

  Date: 09/20/2023

  To whom it may concern, 

   

  The customer was provided with an estimated quote with an estimated amount of space based on an inventory list provided by the customer. The customers items list went from 49 items to 91 items to be moved, which in turn increases the space needed for the customer. Customer cancelled outside of the 48 hour window which will forfeit the deposit per the contract. 

• Initial Complaint

  Date:09/08/2023

  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 reached out to Gulf Stream ******************************* on July 27, 2023 to obtain a quote for a long-distance move. After going over inventory, I was quoted $2479 for my 1 bedroom apartment move and strongly encouraged to sing the contract on the spot, with the assurance that I have 48 hours to cancel my reservation. I made the reservation but then after reading bad reviews online I tried to cancel, mere 24 hours after my booking, but was told I cant cancel because a moving company (subcontractor to ****************************** was already assigned. That exception to the cancellation policy was buried in the lengthy contract but omitted from the cancellation policy sent to me for signature via email. I was threatened with collection agency if I tried to block the deposit payment. A couple of days before my move, a representative called to confirm my inventory. It turned out the type of bed that was originally listed was incorrect. After adding a few more small items, the estimate volume of my belongings went up by 30%, while the price jumped to $4400 (83% increase), but eventually got lowered to $3900. At the end, I ended up getting rid of 2 couches and a tv stand, but with incompetent packing by the movers the stuff did not fit and I had to leave several other items behind.I find this companys tactics of falsely lowering the initial estimates and denying customers the promised 48 hour cancellation policy appalling and unacceptable by any legal business. I believe this company is luring customers in by using a volume estimator that they know is wrong, and I base that on the fact that other companies provided my with much higher estimates when given the same inventory list. Based on that, my preferred resolution would be for the company to adjust the price to what I was originally quoted ($2479.).The move number assigned by the company is *******. The final quote was sent via active link and is no longer available for me to access. My move was completed on August 24, 2023.

  Business Response

  Date: 09/20/2023

  Per the contract and cancellation policy once we have a carrier assigned to the move the deposit is non refundable. The customers original contract had 53 items and during our call with her to update items it increased to 64 items which is why the price increased as well as the space needed for the customer. 

   

  The customer was charged accordingly for the space her items used and she was delivered as well and received claims information from our team. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20577560
  
  I am rejecting this response because:

  1. Regarding cancellation policy: while it was part of the contract it was NOT a part of the cancellation policy email (attached) which was sent to me to sign. I find it intentionally misleading.  The ***************************** rep knew well that I did not have the time to read the full contract while we were on the phone. He assured me I have ******************************************************************************************************************** confidence that what he's telling me is true. There should not be a discrepancy between the cancellation policy in the contract vs the email with link that was sent.

  2. Regarding the price of my move, it is true that the number of items went up with the second estimate. However, below is the list of items that were on the 2nd estimate that did not actually get loaded onto the moving truck:

  - Items I sold ahead of the move when I realized my price was going to be a couple of time over what I was initially quoted: 1. sleeper sofa, 2. loveseat, 3. TV stand, 4. Three sets of plastic drawers, 5. Two plastic storage bins.

  - Items I intended to take but did not fit so got left behind: 1. Ottoman, 2. Large artificial plant, 3. Floor lamp, 4. Tabletop lamp.

  All items listed above, including big items such as a sleeper sofa, loveseat and TV stand were on the second estimate but were not actually moved, and yet the movers run out of room, which shows how grossly the company underestimated the move volume, and possibly in smaller part due to how the items were packed onto the truck. When provided with the same itinerary, other companies quoted me significantly more, which swayed me to go with *****************************. Now I know that providing artificially low estimates is just a deceptive practice by this company.

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

  Business Response

  Date: 09/27/2023

  1. The policy does state once we have a carrier assigned that the deposit is non refundable for services being rendered. The policy you attached states that which is what was electronically signed off on. 

  2. Our systems estimates the cubic feet for the move based on the list of items, again it is estimated not guaranteed. The movers charged accordingly for the items moved. 

• Initial Complaint

  Date:08/29/2023

  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.

  My wife ********************* signed a contract with Gulf Stream Van Lines, who she was directly connected with through ********************************** She cancelled the contract same day on 8/23. Per the cancellation policy and confirmation from a rep, it was fully refundable less the service fee if cancelled within 48 hours. I spoke with a customer service rep ****** on 8/23 and **** on 8/25, who both confirmed the contract was cancelled on 8/23 and we were not on schedule. They advised accounting would send a confirmation email the payment has been voided, which they never did. **** was charged $2,169.00 on 8/28. We reached out to customer service who just advised us to email accounting. Not only did accounting disregard our emails, we received zero confirmation or correspondence from the company whatsoever. When I called back and asked to speak to the manager (***********************), they stated she's unavailable and gave me an email address ************************************ My email was kicked back for invalid domain so I connected the dots that they provided a false email address, and tried emailing ********************************** to which I received no reply. At this point they have stolen our money despite cancelling well within the cancellation window, lied to us multiple times and provided false information.

  Business Response

  Date: 09/20/2023

  Per the contract our team assigns a carrier immediately after booking the move, it also states once we have that carrier assigned the deposit is non refundable for services rendered as we are allocating the space and trucks for the customers move. This was explained to the customer numerous times in email as well as over the phone. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20540289
  
  I am rejecting this response because: Gulf Stream Van Lines advised us our deposit was non refundable because a carrier was immediately assigned to our move within the 20 minutes before we cancelled. They refused to disclose the carrier information or a copy of the contract (likely because they use this excuse to retain all deposits). It was essentially their word against ours, they were extremely dismissive and refused to provide any documentation to support their word. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/21/2023

  Our teams did have a carrier assigned, per the contract once our teams assign a licensed and insured carrier the deposit is non refundable for services being rendered 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20540289
  
  I am rejecting this response because: Im already well aware of that, you keep repeating the same thing. My issue was you refused, and continue to refuse to provide the carrier information or a copy of the contract to support your statement. Its like Im talking to a literal wall. Im done wasting my energy on you guys.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  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.

  This claim is for Gulf Stream Van Lines who contracted the move out to ******************, and both companies demonstrated bad business practices. The original date of the transaction was 7/23/23, for $2959.63. We ended up paying $5,000 more than quoted by the time we moved 7/29 & 7/30. At this point, they already had over $4,000 and the final price they showed us was $7940 but we had no choice at that point. We were moving out of a rental and had to be out so they took advantage of that and bullied us for more money continuously, not once or twice, but 5 times before the final payment and they took these payments via PERSONAL Zelle and Venmo accounts. We did add some furniture to the additional estimate as you can see which brought it up to $5500, which I agreed to, but without adding any more on my end, they still added another $2500 to the bill and said their guy calculated it wrong, somehow they saw that as something I should pay for? Once here, they unloaded and as we saw the boxes coming out of the truck, up to at least 6 of them were soaking wet, drenched. The contents were clothing, linens, and some other items which were completely ruined. They went into the truck on a 90-degree DRY day and came out drenched so apparently they took some of our things out at some point after loading them. Multiple pieces of our wood furniture were very scratched and my 75-year-old dining room china cabinet has a chunk missing from it. We told them about this and they shrugged it off and said they would let the owner know. We never heard anything back from them. Many pieces of clothing and linens were ruined and had to be thrown away. I need to spend a lot of money to have the furniture repaired/refinished. It was the worst moving experience I've ever had and I've moved 5 times in the last 7 years. They should be strongly penalized along with providing a refund for treating paying customers this way and having a blatant disregard for the safety of our things.

  Business Response

  Date: 09/20/2023

  The customers original contract was for 56 items to be moved, before the move our team contacts EVERY customer to ensure the list of items we have is correct and if not we update to make sure the space is available on the truck, the customer ended up with over 100 items on the list prior to pick up and she only made TWO payments prior to the moving truck arriving to the location for pick up....  The customer was charged accordingly at the time of pick up for the additional items she had and the total space being used on the truck. Our team spoke to her and even discounted the customer for the extra charges... Customer did NOT contact our company for claims information and damages so she will need to contact us or her carrier for that information,

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20531880
  
  I am rejecting this response because: I made more than 2 payments before the move, and I have the proof of it.  I sent a check, a credit card payment and at least 2-3 zelle/venmo payments, again to a personal account.  Also, I did contact the movers to let them know our boxes were wet and the contents needed to be thrown away and they said they would let Gulf Stream Van Lines know.  They never responded.  They can say we had over 100 items but they knew about all of it with our updated contract when I added the rest of the furniture.  Nothing changed from that moment to when they came to move us.  THE MOVERS HAD TO BE THE BAD GUYS AND told us that the cubic square feet was miscalculated by Gulf Stream not by us, and when I called to question it they said it must have been miscalculated but the increase would still need to be collected before they would proceed, they are a scam! They still charged more even though this was clearly their mistake.  They are rude and condecending and spoke to us that way every time we questioned anything so NO, I will not deal directly with them but I will contact my attorney if they keep insisting they didn't calcualte the move wrong.  The fact that they took our boxes out of the truck and let them get soaking wet after they were loaded bone dry has not been addressed either. They need to make this right or I will escalate it further.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/22/2023

  We believe this customer is not understanding the payments and who she made them to, OUR COMPANY ACCEPTED NO ZELLE from this customer or VENMO. Those payments were sent to her carrier she did that herself.... 

   

  Again customer was charged accordingly per the contract. 

  Customer Answer

  Date: 09/25/2023

  Gulf Stream Van Lines hired the carrier, I had nothing to do with the instructions Gulf Stream coordinated with RM Transportation, it's Gulf Stream that contracted with them so to say they are a separate entity is completely  misleading and it seems convenient at this point.  I hired Gulf Stream Van Lines to coordinate my move and to communicate with, not RM transportation nor had I ever heard of them before I hired Gulf Stream Van Lines and they sent them over with no notice to me of who was coming and I mean no notice at all.  How can you say the carrier is separate?  Do you take any responsibility for what your carriers do, how they charge, what they end up doing to the goods they are carrying and how they damaged them? You can't just shrug this off and say it's on them, that's bad business to the highest degree!  YOU hired them and YOU gave them pricing and asked them to collect as I saw the mover on the phone with both his boss and Gulf Stream several times discussing payment or else. How do you even suggest that this is not your deal or responsibility?  When I buy a piece of furniture from any store and they have it delivered, if it's damaged, I don't call the trucking company I call the furniture store and they take responsibility as any good business would, if they decide to blame the trucking company, I don't see any of that because that's good business and the way it's done.  *********** YOU HIRED to do my move took payments illegally and damaged my furniture, clothing and more, and you were in contact with them all the way through the move. You really are a sickening display of lies and deceit and should be shut down for misleading the public. I hired you, get on the phone with RM Transportation who YOU hired and do your job, resolve this!

• Initial Complaint

  Date:08/23/2023

  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.

  On July 21 2023 Gulf Stream van lines. Come and load my household goods to deliver in 10 to 14 days to *********. Called a little over two weeks later they said it would been there in 24 hours of next call. Never happened called a few times oh we lol find out where it is. Still nothing. So thats why Im filing this. Im out $1800 dollars and everything I have

  Business Response

  Date: 09/20/2023

  We cannot find this customer in our system by name or phone number and no email was provided... 

• Initial Complaint

  Date:08/23/2023

  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: 08/15/2023 Husband called and talked to ******* who had him do an inventory over the phone. He tells him they have a load coming local from DC and the truck can be filled for the return trip, and how they use very large commercial vehicles around 32 ft in length. ***** later gets a copy and notices the couch, table, dining table and 4 chairs, and bed are missing from the list. He calls him back and tells him. Next say or so we get a call from a mover (BAM - they are brokers) who immediately tries to raise the price $2500 saying it was based on the inventory sheet (the WRONG sheet). He tells him no and he says well he can do $1000. (his name is ******). He tells him no because he was very very rude. He called and talked to ****** to cancel the order since it was obviously broken and she said she would run it by bookkeeping the next WEEK. They have you by the short hairs. Note the contract says if you rate them online, you will not get your deposit back. If you *** them, you pay for their attorney as well. He calls her back and she swears we will have a good mover and for money they can guarantee no problems. Mover to show on the 15th at 10. The two he hired showed up at 10, he didn't show until 12:30. He showed up in a freaking Penske truck!!! He tried to reach **** to find out where the truck is that will hold **** boxes and shock of shocks, all 3 times he was *busy.* We had paid somebody to put all boxes in the carport so they didn't have to go up and down stairs so much. ***** tells us this job was by the load, not sq ft (which we got charged for) and that he usually doesn't do these things this fast and all that. They get it loaded and forgot the bed rails, plants, etc. He says he will be in ** in the morning at 10, he drives straight through. I told him we were told it would be two days later and he said no, tomorrow. Damaged items and left behind due to no truck promised.Ratings tell a lot about these people

  Business Response

  Date: 09/20/2023

  This customer had their items moved with no problems listed on our end , not one time did we receive a call complaining about the labor or movers at the location. We were also never made aware of missing items or things being left behind? The customer was charged accordingly for what was agreed upon. 

  Business Response

  Date: 09/20/2023

  This customer had their items moved with no problems listed on our end , not one time did we receive a call complaining about the labor or movers at the location. We were also never made aware of missing items or things being left behind? The customer was charged accordingly for what was agreed upon. 

  Business Response

  Date: 09/20/2023

  This customer had their items moved with no problems listed on our end , not one time did we receive a call complaining about the labor or movers at the location. We were also never made aware of missing items or things being left behind? The customer was charged accordingly for what was agreed upon. 

• Initial Complaint

  Date:08/22/2023

  Type:Sales and Advertising 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 or around June 18th I received a call from Gulf Stream van lines for a quote. The guy, ******, took down all of my inventory that I needed moved from ******* to Arkansas. I was quoted $8k with a deposit if $3500. He said it would be a semi and I could add items if it turned out there was more or could stop at the 8k or if there was less would be refunded whatever the difference was. Had me pay with a check online for the deposit. 3 days before the move **** from QA calls and says oh no no no itll be another $2500 today to even start to move you. Send another quote for around ***** and has me pay another **** and asked for a picture of a blank check to be sent to him. He added items to the quote (I had not added anything, was the same inventory I had initially) he says oh dont shoot the messenger its not my fault you got misquoted. The next day I receive yet another contract for ***** from the actual trucking company they were using-atlas van *********************** At that point I called them and cancelled. The move cost had doubled and my inventory had not changed since June. They refused to refund the $3500. I had to put a stop payment on the **** and do a whole new bank account. They have since given me a store credit. I already moved and wouldnt trust this company with moving garbage.

  Business Response

  Date: 09/20/2023

  The customers original contract was not for an 18 ***************** entire 26ft truck... None of this information was in writing nor promised to the customer.. The customer SIGNED off on all documents authorizing all charges.... 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20508703
  
  I am rejecting this response because: they changed the amount of the move 3

  times and the amount of items I had given them did not change.  I did not sign off

  Onthe 3rd change and cancelled the service as I was scared that the cost would continue to rise once they had my items in their hands. They are not trustworthy and there are numerous complaints online with the same story,  that they are having removed somehow. They have said they gave me a credit for a move to be used within a year/ I already moved so the credit is useless. Its not like store credit that can be used for some other service or item later. I had to pay for other means to move. They provided no service to me and the truck was not scheduled. I never had a time or date that anyone was actually coming. Before I cancelled it was still it may be this day or another day and we dont have a time  I need the $3500 returned. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  Unfortunately the move was cancelled after 48 hours of booking the deposit is non refundable. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20508703
  
  I am rejecting this response because the price continued going up way after 48 hours of booking with no change to the job they had been hired to do. By the 3rd increase yes I cancelled it. I signed a contract for 8k then it went up and then it went up a 3rd time at that point I cancelled. They provided no service to me at all and stole $3500 from me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2023

  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 gave them an overestimated amount of items to have moved to ensure nightmares about being charged more on pickup didn't happen to me. ****, kept telling me that I didn't need that much space. He assured me that my move was easy & not to worry. ***********************, final QA, had the measurements of everything & said it met my contract. The day of loading came! Movers took pictures of my belongings. I received a call & was told I needed to pay $1200 more for extra space, per my pictures?? I told them that was impossible-we measured a 300 cubic foot area, had everything in that area, had less than what was itemized on my contract, & still had lots of space. The person in customer service responded-you can't use a tape measure to measure 300 cubic feet. WHAT???I was in tears talking to their office. I was told "you have to pay $1200 for extra space". I asked to talk to a manager & was told that only their customer service people talked to the public. I asked who the owner was & was told she didn't know. At that point she became angry & I was instructed: 1) use just space I had contracted for & leave behind 1/2 of my items; 2) pay the extra ******** would start loading; or 3) the movers would leave and I would forfeit my $800 deposit. I felt as though I had no good choice. The men loading stated that they felt the company was 'shady' because no way did I used 500 cubic feet. I VERY hesitantly paid the extra money. I was told my items would be delivered in 7 to 9 days. It has now been 14 ********* belongings have not been delivered. The story continues to change. 6 days ago, I wad told that a driver was assigned & my item were next on the list to get loaded. I called two days later and was congratulated for having been assigned a driver that day. I have emails, texts & calls recorded to prove the validity of this review. I'm still waiting for my **************** still trying to find out who the owner is so that I can give him all of my documented information.

  Business Response

  Date: 09/20/2023

  Per the contract the price is subject to change based on any additional services required, the customer was charged accordingly for the items she moved.. 

  In regards to delivery we are working on updates daily and any discounts the carrier can provide we will look into. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20505108
  
  I am rejecting this response because:

  GulfStream does not know how many cubic feet I used. I followed the inventory discussed with **** when booking and gave accurate information to **** on the ** call. 

  GulfStream told me one company would beoving my belongings, per my requirement so I could research them, and they sent a different company to pickup my stuff. 

  GulfStream has backed the moving company and does not even listen to my concerns. 

  GulfStream has not done anything, other than sending an email to the moving company. 

  GulfStream, ****, told me that my belongings would be delivered in a week and now say the moving company has 30 days. 

  They've been deceitful (lied) through my entire process and took money from me for what reason?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  The carrier team charged the customer accordingly for the space she used- WE were not at the pick up location so the information we have is based on information received from the carrier team... 

   

  The customer was aware we are a broker and we made her aware of who her carrier was going to be.

   

  We are doing our best to get the most up to date information for the customer.