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:11/11/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed contract to have moving to occur on 11/12-11/13 with confirmation by 11/11. Have heard nothing on if a moving service is evening going to happen let alone a confirmation. Talked to several employees thru out the week of said move all stating the move is happening yet I have no confirmation date or time from Entrusted Van Lines . The business is now closed for day (4:30pm 11/11) and recording states to call two different phone numbers which I did without success of talking to anyone, although one of said phone numbers had recording that the actual mail box was full and unable to leave messages. As you can imagine I am trying to coordinate my move based on their company in which has yet to communicate and confirm any date and time or contracted company to move my household. I did give a deposit of almost ******* dollars when this was initially booked.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Entrusted Van Lines for my move from ****** to **************. They didnt inform me they were a broker and they pretended that they were going to be moving my stuff on my initial phone calls. It was only on the week of my move did they mention another carrier would be picking up my stuff. They told me the carriers were all vetted and had hundreds of successful moves. I reminded them that my stuff needed to be in ************** by October 14th as it was booked on a vessel to be moved to Europe. They told me it wouldnt be a problem and that they would be my liaison between me and the carrier for all my needs. My stuff was picked up on October 1st, all the documentation was forged by the carrier, the carrier demanded $7000 more after putting all my stuff in the truck. I called Entrusted for help but couldnt get a hold of anyone, which became a common theme over the following six weeks. After arguing with the carrier for 30 minutes he went back to the original quote. My stuff was never delivered, in fact it never left ******. It was placed in a storage unit and then just left there. Entrusted couldnt give me any updates because they didnt even know who actually had it. I called 35 times over the month of October and i was told I would receive return phone calls, I only received 1 and it was on October 1st. After 31 days and getting the police involved the carrier told me my stuff was not going to be delivered and I could have it back. I tried to get my money back from the carrier and from Entrusted Van Lines, however, both said they did their job by picking up my stuff so I was not entitled to a refund. I am requesting BBBs help in getting a refund or partial refund as the job they were hired to do was never done, the company they paired me with was not vetted, and my stuff was never delivered. I am back to square one with moving my stuff, however, I have lost time (6 weeks now), money $2700, and my stuff is still in its original origin.

• Initial Complaint

  Date:10/25/2022

  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.

  ON 10/11/22 I MADE A RESERVATION WITH ENTRUSTED VAN LINES AND MADE A DEPOSIT. THE NEXT DAY, 10/12/22, I CANCELLED THE RESERVATION, WELL WITHIN THE 5 DAYS THEY GAVE ME TO CANCEL SINCE MY MOVE WAS SCHEDULED FOR 10/19/22. THEY THEN TOLD ME THEY WOULD CANCEL MY RESERVATION BUT WOULD NOT REFUND MY DEPOSIT OF $1928.00. THIS PAYMENT WAS SUPPOSED TO BE ON A 3 DAY HOLD BEFORE THEY CASHED IT BUT SINCE I CANCELLED THE NEXT DAY, THEY CASHED IT RIGHT AWAY BEFORE MY BANK COULD PUT A STOP ON IT. I DISPUTED THE TRANSACTION WITH MY BANK, BUT SINCE IT HAD ALREADY GOTTEN BY THE "STOP CHECK", THERE IS NOTHING THEY CAN DO. ENTRUSTED VAN LINES IS GIVING OUT FALSE INFORMATION AND I BELIEVE I GOT SCAMMED BY THIS COMPANY.

  Business Response

  Date: 11/04/2022

  Good day,
  We apologize that your experience was less than perfect. We, Entrusted Van Lines, are not a moving company, but we are a moving brokerage. ******************, Booked and signed her estimate on 10/11/2022, her moving pickup dates were 10/16/2022-10/19/2022 as stated on the estimate she singed and agreed on, section 8:Should you elect to cancel your move with Entrusted Van Lines, you must call customer service ************** Between 9AM AND 6PM. Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move during the (3) day window. This (3) day grace ****** does not restart when a contract is amended and re-signed. An estimate/order may not be canceled, and deposits are not refundable outside the (3) day window, or after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. ****** services may not begin until the contract for service (Bill of Lading) is signed by the customer authorizing the mover to begin services. Services may not be canceled after the customers property has been loaded on the truck. If the customer would like to put their service on hold, the deposit may be used as credit, and the service can be held for a total of 12 months from the date of booking. If you booked your move within (5) days from your first available pickup date, your deposit is non-refundable. we received a call on 10/12/2022 at 10:23am stating you wanted to cancel, you spoke with our operation manager **** who went into details about our company and our goals as a broker to make sure all our customers have a smooth moving experience and you agreed to move forward with your move. On 10/15/2022 we received a call from the carrier directly that you canceled the move with them once they provided you with your pickup date. At this time unfortunately, there is no refund that would be provided as you were outside your cancelation ******. 

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18309635
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emails from them promising to return my money. I can email them to you

  Business Response

  Date: 10/25/2022

  Good day, 

  ********* deposit was run on October 12, 2022, and she was approved for a refund. Per the refund email, we inform the customer that it will take ***** business days for our accounting department to issue a ************* marks the 9th business days since the payment was deposit, so please allow an additional 4 business days for our staff to issue that refund. 

  Please see the attached refund email and estimate. 

  Thank you for your patience 

  Customer Answer

  Date: 11/03/2022

   Seamless check was given my routing and account numbers to.pay me the ****** entrusted van lines owes as a refund. ************* now is changing the day. Now they say the 4th. 3 days was their first promise, then the 3rd now the 4th. They have all my bank numbers. What is entrusted van lines doing to me now? Thank-you for your earlier hp, but it seems they are not serious about their ***

  Business Response

  Date: 12/20/2022

  Good day, 

  The refund was issued 10/28/2022 and the customer received the funds on 11/4/2022.

  See the attached.

  Thank you

• Initial Complaint

  Date:10/19/2022

  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.

  Deceitful business practice by the Salesperson *********************** who was let go from Entrusted Van Lines. I was promised a 20% inventory buffer for my move. I was promised by ****** any inventory I added above the 60 boxes, four wardrobe boxes, one bench and a queen ********* that I could add up to 20% inventory above this number and not be charged extra. ***************** called me to review the inventory 10/19/22 and said he should not have said that. ****** is now no longer with the Entrusted Van Lines. This was promised to me in order for me to sign up with Entrusted van lines and I expect this to be honored. I was quoted by quality assurance that it would be over 400+ to add the items that would have fallen into the 20% buffer category.

  Business Response

  Date: 11/11/2022

  Hello *********************, 

  We apologize for your less than perfect experience, please note we provided you an over the phone estimate based on the inventory you provided us, our software calculates the cubic footage by the standard size of items which is provided by the *********************************). We have you listed for 6 items and 80 pieces, When the carrier Move Pro LLC arrived at your home they did a walk through and advise you that your items was going to take up more space, the carrier simply charged you for the space you take up on the truck at the same rate we provided you at $4.25 per cf. You had the option to stick with your original estimate or proceed with the revision the carrier move pro LLC provided you. At the time of booking, we provided you a $650.00 discount off your move, At this time there would be no other discounts/ Refunds applied to your move as you agreed and signed your BOL contract with the carrier Move Pro LLC.

   

  If you have any other questions or concerns, Please give us a call immediately for us to assist you. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18246854
  
  I am rejecting this response because:

  This was a classic case of bait and switch. The salesperson said whatever they wanted to in order to close me including they would provide up to 20% additional items included in my move. I ended up paying another ***** due to this. If the salesperson did not promised to included 20% in items over what I submitted to be moved, I would have gone with a different (cheaper company). Also, I was not informed there would be a different size truck actually delivering my items. My items were picked up in a 26ft truck which would fit in our new homes driveway. The delivery truck was a semi and would not fit into our driveway costing a 600 transport fee. I am seeking **** in damages.  

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

  Business Response

  Date: 12/21/2022

  Hello *********************, 
  We apologize for your less than perfect experience, please note we provided you an over the phone estimate based on the inventory you provided us, our software calculates the cubic footage by the standard size of items which is provided by the *********************************). We have you listed for 6 items and 80 pieces, When the carrier Move Pro LLC arrived at your home they did a walk through and advise you that your items was going to take up more space, the carrier simply charged you for the space you take up on the truck at the same rate we provided you at $4.25 per cf. You had the option to stick with your original estimate or proceed with the revision the carrier move pro LLC provided you. At the time of booking, we provided you a $650.00 discount off your move, At this time there would be no other discounts/ Refunds applied to your move as you agreed and signed your BOL contract with the carrier Move Pro LLC.
  
  If you have any other questions or concerns, Please give us a call immediately for us to assist you. 

• Initial Complaint

  Date:10/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They haven't delivered my furniture and things for more than 3 weeks and won't give me an expected date. They don't call back after they say they will. I have called them numerous times for this.

  Business Response

  Date: 11/11/2022

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

  We do apologize for your less than perfect experience, Our goal is to make sure all our customers have a smooth moving experience. We spoke with your carrier today Global Moving and they stated your items are loading today from their warehouse and are currently waiting the drivers arrival, Once the driver arrives you will receive a call from global moving with a ETA on the delivery of your items. Below I provided you the delivery spread that you agreed to while booking. The carrier has 21 business days from your first available delivery date to receive your items, Anything after 21 business days the carrier will offer compensation for being outside the delivery window and will discuss that compensation with you directly. 

  As stated 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/DOT 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) 

   

  If you have any questions or concerns, please give our **************** a call immediately. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18234342
  
  I am rejecting this response because:

  It is a pro-forma which I've received before. It has been more than 31 business days since they took my belongings in ******* ** and I need them to live normally. They don't return my calls. Recently "******" told me that the truck broke down in *******, and now the communication you sent me indicates they were still in the warehouse on 11/11/22. I need someone to help me get my property back!
  
  Sincerely,
  
  *****************************

  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 7/25/2022 for your moving from *******  **  94606 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 carrier *****************, 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.
  *****************

  https://csipros.org/
  
  **************

• Initial Complaint

  Date:10/15/2022

  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.

  Contracted move from ******, ** to *************, **. Spelled out type of move. Elevator in ***** stairs in **********. Told delivery within 3 days. After 1 month no delivery. After complaining was told they had ability to take up to 10 business days. After 10 business days complained again. Paid 1/3 up front 1/3 at pickup and 1/3 at delivery. Delivery driver just called demanding 50% increase in cash or will not open door of truck and deliver. Also told will be more if stairs even though agreed upon. ****** provided forged signed contract supposedly from me that doesnt even resemble my signature. Now driver is saying 50% increase in cash or no delivery. Carrier will not respond.

  Business Response

  Date: 10/24/2022

  Good day, 

  
  We apologize that your experience was less than perfect. Firstly, Firstly, Id like to point out Article 4 in our BME, The customer has hired ********************** as a moving coordinator/facilitator/ shipping agent/broker. Entrusted Van Lines is not to handle or otherwise participate in any move as a carrier. We, Entrusted Van Lines, are not a moving company, but we are a moving brokerage. The customer requested a pickup window of 09/17/2022 to 09/18/2022. Our licensed FMCSA motor carrier, ******* Movers LLC, picked up the customers household goods on 09/17/2022. Per the customer, their first Available Date of Delivery (FADD) was 09/23/2022. The motor carrier has up to 21 business days to deliver household goods per the guidelines from the ****** We were informed by the motor carrier that the customers household goods were delivered October 17, 2022, which was within the 21 business days. Our delivery spreads are only estimates because we are unable to predict any variables that *** occur on the road for the moving carriers. All in all, Entrusted Van Lines successfully coordinated the move for **** and *******************************. Due to that, we are unable to honor a billing adjustment.  

  
  Please see the attached estimate.

  
  Thank you for your attention to this matter.
  

  
  

• Initial Complaint

  Date:10/14/2022

  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 got a call on 7/29/22 from the ************************* in **********, ** phone number: ************** ************ hired a criminal with a warrant to come into my home and pack my things and drive them across country where he was caught and my items were all broken. The police were calling to ask if my things had been stolen. They then proceeded to inform me that one of the delivery drivers was being arrested on an outstanding warrant, however they were also being charged with breaking and entering into locations around the hotel which they were staying in the previous day. They have not been convicted however they are being charged for new crimes that occurred while they were moving my items. Seems as if the police had to ensure that not all of the items inside of the truck had been stolen. I encourage you to call the police and gather more information for yourselves around what happened. This obviously is completely unacceptable from a customer's perspective. Now honestly I don't care if it was Entrusted Vine Lines company or the company that you hired to move my items but this is never okay. I do not want to be told that I need to take this up with Area Moving and Storage. I hired Entrusted Van Lines as a broker and it was them I trusted to get my items safely to CA. My desk was broken beyond repair and you can tell by the way it was packed and stored on its side that this was the cause of the damage. (Its supposed to be a 90 degree angle). My couch has several chips to its legs and grease stains from the inside of the truck that will not come out. My console table has been damaged beyond repair, packaging tape ripped off the top paint, they stored this on its side and caused it to beak the screws holding it together and you can see the cosmetic damage to the corners. Also my bike was scratched, and my rugs were ripped. (Im not sure why they folded them in half like this but its not how you move a rug. My mattress was torn and filthy.

  Business Response

  Date: 10/19/2022

  Good day,
  We apologize that your experience was less than perfect. Firstly, Firstly, Id like to point out Article 4 in our BME, The customer has hired ********************** as a moving coordinator/facilitator/ shipping agent/broker. Entrusted Van Lines is not to handle or otherwise participate in any move as a carrier. We, Entrusted Van Lines, are not a moving company, but we are a moving brokerage. 
  The customer mentioned several damages to his household goods. Per Article 4: The customer has hired ********************** as a moving coordinator/facilitator/ shipping agent/broker. Entrusted Van Lines is not to handle or otherwise participate in any move as a carrier. Entrusted Van Lines is not responsible for any acts or omissions of the assigned carrier, carrier employees or agents. Entrusted Van Lines may assist the customer with filling the claim, as we are not permitted to file the claim for the customer, and we will continue to assist them along the claim process.  The customer must reach out to the moving carrier and submit a claim regarding the damages. The motor carrier's information is as follows:
  Area Moving and Storage INC
  Moving *****s | Arbitration Program For Movers | ***** Services For Movers | ***** Processing | Moving Damage *****s | File Your Moving *****s Where Your MOVING CLAIMS Become Manageable.
  DOT: 2469214
  MC: 853663
  Thank you for your attention to this matter. 
  
  

• Initial Complaint

  Date:10/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this transportation company to move my household good along with my car. Regarding my car, it was picked up in ******* on September 1st and was not delivered until September 19th. I was asking for the company to have my car placed on another transport truck as I was informed it was on a broken down truck. This cost me over $2,000 in rental fees. The company was supposed to delivery my car within 4 days. Regarding my household goods, I informed the company my move date of October 3, 2022. I have made calls and now emails with no date as to when my household goods will be delivered. I have not received confirmation of where the my house goods are being stored as a result I have been replacing them as I need the essentials to live. Please note I have sent my bank statements via **** for your review.

  Business Response

  Date: 11/04/2022

  Good day,
  We apologize that your experience was less than perfect. We, Entrusted Van Lines, are not a moving company, but we are a moving brokerage. Customer agreed and signed our estimate on 7/25/2022 and the customer also signed the estimate on two different occasions. Please refer to Article 14 in our BME, 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. At this time there is no other refund or discounts that we can provide.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18208247
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/03/2022

  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.

  See Word Document Attached

  Business Response

  Date: 10/19/2022

  Good day,
  We apologize that your experience was less than perfect. Firstly, Firstly, Id like to point out Article 4 in our BME, The customer has hired ********************** as a moving coordinator/facilitator/ shipping agent/broker. Entrusted Van Lines is not to handle or otherwise participate in any move as a carrier. We, Entrusted Van Lines, are not a moving company, but we are a moving brokerage. The customer called our customer service department on August 07, 2022 informing us of the onsite pick up charges. The customer reserved a space of 742 cf. with our movers regarding their move. If the customer's household goods exceed the reservation space that they booked, the carrier has the right to incur any additional charges. Please refer to Article 9 in our BME, If additional packing, weight of labor services or additional items are added during pick-up, the customer will be charged for these services at the governing tariff rates. Initially, Elite Pro Movers LLC were sent to ******** home to pick up his homegoods August 07, 2022. However, ******* reached our *************************** due to increased charges onsite. Our dispatch manager was able to redispatch ********* move with East West Moving LLC for August 09, 2022. The customers First Available Date of Delivery (FADD)  was scheduled for August 13, 2022. Please keep in mind that all delivery spreads and dates are only estimates, we cannot guarantee a specific time of date due to the many variables that occur on the road. We received notification that ******* household goods were delivered on August 13, 2022. 
  All in all, we, Entrusted Van Lines, successfully coordinated the move for ***********************. Unfortunately, only $300.00 was approved by management. Originally, a DocuSign was sent on August 30, 2022. The customer must sign prior in order to receive a refund of $300.00. We noticed the customer opened the email five times since it was issued. Please refer to the attached DocuSign history. 
  Please see the attached DocuSign History and our estimate.
  Thank you for your attention to this matter.
  
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18162444
  
  I am rejecting this response because:I have moved before.  The mover came to my property, saw what we had to move then gave me a price.  As a professional service, how can you expect someone who is given an estimate, came up with the funds for the move, and then when the mover  showed up, they were expected  to pay double the cost. On top of that the movers want it in cash or money order. They did not have it and the movers refused to do the move. I received a call from ******** who said that they would reimburse us $900 if we let them do the move.  I agreed after many hours of frustration but we had to have the move done by August 15th.  There were several other instances that we had to call and beg and plead to get the furniture delivered on time. It was being held hostage.  All I'm asking for is the amount I was promised by your representative because it was truly a nightmare.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/04/2022

  Hello *********************** , 

  We apologize that your experience was less than perfect, and our response isn't the response you was looking for, We take pride in providing a smooth moving experience for all our customers. We did everything we could to resolve this issue with you and sent you a refund letter of $300 that was denied by you. At this time there is no other discounts or refunds that we at entrusted Vanlines are able to offer. If you would like to receive your initial refund offer of $300 please contact immediately.