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Business Profile

Moving Brokers

Entrusted Van Lines LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Brokers.

Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/25/2023

    Type:Product Issues
    Status:
    Unanswered
    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 entered into a contract with Entrusted Van Lines on July 17, 2022 and paid them $976.00 to move my household items. The contract was for $2,564.00 in total. they contracted a carrier to move my stuff. The ************************* with Aegis Relocation picked up my stuff in a rented Penske truck on August 12th, 2022. License number Virginia ****** and I paid him $794.00. I made numerous calls for months to their customer service number ************ and explained my situation and they assure me they were trying to get a hold of ***** the carrier to find out about my household items. To date no one from the customer service number has called me back with any kind of update because they just kept telling me they have not been able to get ahold of ***** the carrier. To make a very long story ********************* never and I repeat never delivered my household items. I followed the requirements in the contract a sent them an email to their support email address and I did get an email back from them that was totally blank. I have resent the same email to the support email 2 more times and have received no reply. This complaint is against Entrusted Vanlines and I would like to request a refund of my $976 from them since they did not fulfill the agreement of delivering my household goods.

  • Initial Complaint

    Date:04/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a move with them and gave them the required deposit of over $1200.00 for an out of state move. I have been leaving messages and sending emails for 3 months now to get a response back from them with no success. I moved out of state without my belongings because of them. They have a voicemail message that sounds like a personal voicemail of an employee perhaps, with no mention of the business on it? I have sent handfuls of messages via their website and email and I have never received a single response! They required a deposit from me to reserve my spot and I gave it to them in good faith. However, it has been impossible for me to use my deposit and finalize my trip with them and they won't respond to offer a refund of my deposit. It appears that they are a dishonest company who takes the money of honest people with the intention to commit fraud.

  • Initial Complaint

    Date:04/04/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    1. I looked for a moving company to make my move from ** to ** 2. Entrusted Van Lines was the better one in terms of price and customer service 3. They quoted about $3,320 for the move 4. I was asked to pay a deposit of $1,052 to confirm the move 5. They had a legit website and a legit review under **************************** website 6. I called them again this week to 3 different numbers (customer service, ****************** no one is picking up & no one is returning the calls 7. Also, I emailed them - now all the emails are not valid says Gmail My friend recommended to file a complaint with BBB.Please review this and let me know what can be done. I appreciate this!

  • Initial Complaint

    Date:01/11/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    ******************************* cancelled my delivery on 12-8-22 . ******** their customer service manager called to tell us that they no longer service my area for delivery and my checks were being returned via Paynote by 12-9-22. After calls everyday since then and only getting there voice mail and a voicemail that is full. I was in ************* on Friday the 1-6-23 and stopped at the location given on there paperwork, no one was there, i questioned the guard on duty and he said there was a women there but at 3:00 pm the doors were locked and lights out. I'm trying to recover our monies for deposit there were two deposits for a total ******* dollars ******** also told us we would be paid in full by 12-30-22

  • Initial Complaint

    Date:12/31/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired Entrusted Vanlines back in September for an out of state move and did did not show on the set day, they are not returning any of my calls and strting today the phone numbers come back as non working numbers, emails are coming back as invalid as well, I had to hire an other company at the last minute wich was super expensive, I will like to get my money back to cover some of the cost

  • Initial Complaint

    Date:12/12/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Unprofessional company. Took a down-payment and since have not been able to contact.

    Business Response

    Date: 12/21/2022

    Hello ***************************** ,

    We apologize for your less than perfect experience, Our hours of operations are Monday-Friday 9am-6pm and Saturday-Sunday 12pm-8pm we even have a 24/7 after hours line that go directly to our operations manager, We are not sure how we would not receive your calls when we have a full customer service staff helping all our customers. We will have a customer service agent contact you ASAP. 

    Customer Answer

    Date: 12/28/2022

     
    Complaint: 18562702

    I am rejecting this response because: I called repeatedly and emailed several points of contact on my estimate. I provided proof to BBB that those were returned as non existent. At this point I have chosen to do business with another company.


    Sincerely,

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

  • Initial Complaint

    Date:11/28/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    We hired Entrusted vanlines to move our household stuff from ******** to *******. They sent *** and sons LLC to our home to pick our stuff on sept 24th. Job no is V2477958. They haven't delivered our stuff so far. It's been 2 months now. They never respond to our calls. Per contract, Maximum time *** had was 30 days to deliver our stuff. This looks like a case of theft.

    Business Response

    Date: 12/21/2022

    Hello *************************, 

    We do apologize for your less than perfect experience, We understand moving is stressful and our goal as your broker is to make sure you have a smooth moving experience. You signed your agreement with us on 9/21/2022 for your moving from ********************** to **************************, In your estimate there is a breakdown about delivery and what to expect as listed below.

     

     Section 5. As a properly licensed interstate moving coordinator, shipper, agent, or broker Entrusted Van Lines is not a motor carrier and will not transport a customer's household goods. ********************** is responsible for coordinating and arranging the transportation of household goods by any FMCSA authorized motor carrier. Charges will be determined by its published tariff. All estimated charged and final, actual charges will be based upon the carriers tariff which is available for inspection upon reasonable request. Entrusted Van Lines will not have guaranteed pick-up or delivery dates, as per the *** guidelines. Entrusted Van Lines agrees to facilitate a carrier to move household items as promptly as possible, in accordance with the information provided regarding the customers items. Moving from origin to destination, due to situations beyond our control, such as, but not limited to inclement weather, mechanical breakdowns, road construction, remote pick-up or drop-off locations, etc.,

     

    and also in section

    14. All pick-up, load dates, and delivery dates are only estimated time frames. as Entrusted Van Lines will not be responsible for loss or damage incurred by unavoidable delay. There are no guarantees made, expressed, or implied regarding pack dates, load dates or delivery dates. 
     The delivery spread via the FMCSA/*** is as follows:
    DELIVERY SPREAD ESTIMATED
    0 - 500 MILES 1-7 BUSINESS DAYS 


    501 - ***** MILES **** BUSINESS DAYS


    1,001 - ***** MILES  5-14 BUSINESS DAYS


    1,501 - ***** MILES **** BUSINESS DAYS 
    Anything over **** miles ***** or more can take up to 30 business days, from the customers first available delivery date , Weekends and Holidays are excluded from all delivery spreads. (The carrier has up to 21 business days to deliver from the first available delivery date) 

     

    I did speak with your ********************* and son moving, and they advised us your household items were delivered a month ago, as far as compensation you can file a claim for reimbursement for the business days after your 30th business day through the carriers claims department. We do sincerely appreciate your patience and are very glad you have your household goods now.

    File a claim for reimbursement for delay delivery/ Damages.

    *** & SON FOR PACKING AND MOVING
    C.I.D #: 40511-01 / JOB #
    TO FILE A COMPLIMENT OR A COMPLAINT PLEASE CONTACT OUR CLAIMS DEPARTMENT AT OUR TOLL-FREE NUMBER:
    ************

  • Initial Complaint

    Date:11/15/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 business scammed us of our money by flatly information and a breach of contract. They had no intent to hire any moving company for us and help our deposit hostage. They did not offer us an estimate, took a deposit from us, and disconnected their number when we called them. There are 20 other complaints through the BBB about them and we are in shock they are still operational. They hire uncredited third parties that come in and quote us 3 times more than the quote while we have video proof that the estimate we originally had is correct. They collect our wire transfer in the beginning and leave us to deal with their third party hire.

    Business Response

    Date: 12/21/2022

    Hello ***********************, 


    We apologize for your less than perfect experience, Our hours of operations are Monday-Friday 9am-6pm and Saturday-Sunday 12pm-8pm we even have a 24/7 after hours line that go directly to our operations manager, We are not sure how we would not receive your calls when we have a full customer service staff helping all our customers. Please keep in mind that we provided you a over the phone estimate based on the items you provided, our system goes by the standard size of furniture. This was an agreement between you and Entrusted Van Lines. Your price may change based on the agreed-upon rate per pound and/or cubic feet, if you add any additional items and/or should you require any additional services. The carrier on the day of your move does a complete walk through to determine if the space quoted is all you needed, After the walk through with the foremen he advised you that your items will take up more space on the truck, The carrier simply charged you for the space on the truck at the same rate per cf. You had 2 options to stick with your original quote and leave items behind or proceed with the carrier's revision. 

  • Initial Complaint

    Date:11/14/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    9/22 I paid Entrusted Van Lines $991 to move my belongings from ************, ** to **************, **. As of 11/14 my items have yet to arrive and Entrusted staff are not responding to my emails. Below is a timeline 9/28 ********* Moving picked up 115 boxes from my apt in ************. The price move than doubled at pick up despite during a quality control call.10/5 Per the companys request. I text to confirmed delivery location and inquired how to pay a portion of the remaining bill to avoid the transaction issue experienced at pick up.10/11 I text to follow up as I did not receive a reply to my previous email.10/31 Entrusted Van Lines emailed the moving company it identified to transport my belongings. (The company did not respond)11.5 I emailed Entrusted Van Lines requesting that my contract be honored and items delivered by 11/9. ********* replied indicated that my belongings should arrive by **** days of 10/11 which was my first date of delivery.11.8 I emailed to inquire if my items would be delivered on 11/9 which would be the end of the **** day window. ********* the supervisor did not respond. It has been nearly two months. My delivery date keeps shifting. No one is giving me answers as to when I can expect delivery or where my belongings are. Entrusted is not responding to my emails. When I call I am placed on long holds.

    Business Response

    Date: 12/21/2022

    Hello *******************************,
    We do apologize for your less than perfect experience, We understand moving is stressful and our goal as your broker is to make sure you have a smooth moving experience. You signed your agreement with us on 9/22/2022 for your moving from *********************** to **************, ** *****, In your estimate there is a breakdown about delivery and what to expect as listed below.

     Section 5. As a properly licensed interstate moving coordinator, shipper, agent, or broker Entrusted Van Lines is not a motor carrier and will not transport a customer's household goods. ********************** is responsible for coordinating and arranging the transportation of household goods by any FMCSA authorized motor carrier. Charges will be determined by its published tariff. All estimated charged and final, actual charges will be based upon the carriers tariff which is available for inspection upon reasonable request. Entrusted Van Lines will not have guaranteed pick-up or delivery dates, as per the *** guidelines. Entrusted Van Lines agrees to facilitate a carrier to move household items as promptly as possible, in accordance with the information provided regarding the customers items. Moving from origin to destination, due to situations beyond our control,such as, but not limited to inclement weather, mechanical breakdowns, road construction, remote pick-up or drop-off locations, etc.,

    and also in section
    14. All pick-up, load dates, and delivery dates are only estimated time frames. as Entrusted Van Lines will not be responsible for loss or damage incurred by unavoidable delay. There are no guarantees made,expressed, or implied regarding pack dates, load dates or delivery dates. 
     The delivery spread via the FMCSA/*** is as follows:
    DELIVERY SPREAD ESTIMATED
    0 - 500 MILES 1-7 BUSINESS DAYS 


    501 - ***** MILES **** BUSINESS DAYS


    ***** - ***** MILES  5-14 BUSINESS DAYS


    ***** - ***** MILES **** BUSINESS DAYS 
    Anything over **** miles ***** or more can take up to 30 business days, from the customers first available delivery date , Weekends and Holidays are excluded from all delivery spreads. (The carrier has up to 21 business days to deliver from the first available delivery date) 

    I did speak with your ********************* and son moving, and they advised us your household items were delivered a month ago, as far as compensation you can file a claim for reimbursement for the business days after your 30th business day through the carriers claims department. We do sincerely appreciate your patience and are very glad you have your household goods now.

    File a claim for reimbursement for delay delivery/ Damages.
    *** & SON FOR PACKING AND MOVING
    C.I.D #: 40511-01 / JOB #
    TO FILE A COMPLIMENT OR A COMPLAINT PLEASE CONTACT OUR CLAIMS DEPARTMENT AT OUR TOLL-FREE NUMBER:
    ************

  • Initial Complaint

    Date:11/13/2022

    Type:Order Issues
    Status:
    Unresolved
    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 contract with Entrusted Van Lines was dated 7/24/22. Movers and Packers picked up my items on 9/11/22 in **********************, and delivered them to ***********, ** on 10/10/22. The estimate Entrusted provided on the 7/24/22 contract was $3,806. The total amount I was charged was $6,466 for the furniture delivery plus $600 for additional flights of stairs charges, for a total of $7,066. The contract stated under Item 9 that the estimate was binding, and the "total cost will not exceed the price." They agreed to provide standard cargo protection of **** cents per lb. per article. The contract also stated that the stairs charge was that the first flight of stairs was free and that additional flights were $75 each flight. In the estimate, the $3806 was to cover the moving of 71 items, a combination of furniture and boxes. They actually only moved 61 items, and some of the items were smaller than listed on the estimate. These items were: 40 boxes on the estimate were sized at 18x18x18, whereas the actual boxes were 18x18x16. Also, the estimate stated the bed was a "bed, queen (with mattress)," whereas actually it was not a queen, it was double size. They also claimed on loading that the box spring and bed frame were not part of the bed and so refused to take that as part of the contracted move. Despite the fact that the items were fewer and smaller than listed on the contract, they claimed they took up twice as much space as had been estimated, so would require much more money. I would like to be compensated: $156 for 5 items of furniture which were damaged--a chair, a love seat, a mahogany bookcase, a dining room table, and a dresser, the total weight of which comes to 260 lbs; $300 for overcharging for flights of stairs, of which there were only 5, with the first one free should have been a charge of $300; and $2,660 for the charge over and above the estimated cost, for a total of $3,116. The business has not tried to resolve. My job number was V2444591.

    Business Response

    Date: 12/21/2022

    Hello *********************, 

    We apologize for your less than perfect experience, please keep in mind that we provided you an over the phone estimate based on the items you provided, our system goes by the standard size of furniture. This was an agreement between you and Entrusted Van Lines. Your price may change based on the agreed-upon rate per pound and/or cubic feet, if you add any additional items and/or should you require any additional services. The carrier on the day of your move does a complete walk through to determine if the space quoted is all you needed, After the walk through with the foremen he advised you that your items will take up more space on the truck, The carrier simply charged you for the space on the truck at the same rate per cf. You had 2 options to stick with your original quote and leave items behind or proceed with the carrier's revision, The carrier provided you a contract that you signed before any items were loaded and was well aware of the price. At this time Entrusted Van Lines will not be offering any refund as we did our part in providing you a quote, getting your house goods picked up and delivered. 

    Customer Answer

    Date: 12/26/2022

     
    Complaint: 18398221

    I am rejecting this response because:
    They did not address the $300 they owe me due to overcharging for more stairs than existed. 

    They did not address the $156 owed on the broken furniture as laid out in their own insurance policy. I have attached a photo of my damaged antique loveseat.

    Sincerely,

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

Entrusted Van Lines LLC is NOT a BBB Accredited Business.

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