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:09/27/2022

  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 Entrusted an Lines to move from ********, **** to ************, **. I provided everything on the list I intended to take. Entrusted Van Lines Rep ***** advised me based on the information provided I could add 4 large boxes. Which I did. Uhaul boxes were $80 Entrusted vanlines charged me $1 ****** I advised ***** I was involved in a domestic violence situation and needed the truck there on Friday 9.23.2022. Because I was leaving Saturday 9.24.2022 at 5 AM. I never received a follow up phone call to go over anything that *** have been missed. I called repeatedly before getting *****, who advised me he had scheduled me incorrectly for Saturday 9.24.3022. Between 12pm-4pm. The mover. One man arrived at 5:20pm only to advise me I would have to leave items I was assured would fit on the truck AND have room to add four large boxes!!! I was only able to add three of the four boxes. I had to leave my Grandmothers porch swing, a black porch Bench, patio table with four chairs, kitchen cupboard, and kitchen rack for pots and pans. E trusted van lines further delayed my departure from a domestic violence situation.

  Business Response

  Date: 10/11/2022

  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. **************** ** call was scheduled for 09/20 at 12 PM, however, we received notice from the customer to do the ** at 12:30 during their lunch break. One of our ***************** agents tried to call Leeper  on September 20, 2022 at 12:30pm to reverify their inventory/homegoods and/or add any additional items, however, they were only able to leave a voicemail and text.  The customer reserved a move for 350 cf worth of household goods, per our estimate, the customer is agreeing to not exceed the space they reserved. 
  During the phone call with the agent and the customer, the agent offered a three-day window for more flexibility, but the customer worked from home and September 24, 2022 was a better day for the customer. Customer verbally agreed 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. 
   On September 23, 2022, our dispatch manager issued a $100.00 refund to the customer via email:
  ***********************
  Please see the attached estimates and refund letter.
  Thank you for your attention to this matter.
  
  
  
  

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18137115
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Everything entrusted vanlines states is completely false. Entrusted vanlines sent text advising they would call at 12pm and would require at least 15 minutes. I called entrusted vanlines and advised my break time 10:17am lunch 12:30pm last break 3:17 pm. The rep stated they will reach out with a new time. I requested she schedule me the rep declined. They sent another text with a time outside of my breaks and lunch time. When this happened A 3rd time I called Steph at  ************** To advise the problems and inconsistencies I am having with entrusted vanlines. By now it's Wednesday. I was supposed to leave that Friday. At that point ***** advised the truck was not scheduled until Saturday! ***** is also the person who advised everything on my list would fit AND I had enough space to add 4 large boxes. Furthermore I have not received a refund from entrusted vanlines. Which truly would not cover the expense and stress they caused me to wait another day because they knew I was trying to escape Domestic violence.

  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. **************** ** call was scheduled for 09/20 at 12 PM, however, we received notice from the customer to do the ** at 12:30 during their lunch break. One of our ***************** agents tried to call ****** on September 20, 2022 at 12:30pm to reverify their inventory/homegoods and/or add any additional items, however, they were only able to leave a voicemail and text.  The customer reserved a move for 350 cf worth of household goods, per our estimate, the customer is agreeing to not exceed the space they reserved. 
  During the phone call with the agent and the customer, the agent offered a three-day window for more flexibility, but the customer worked from home and September 24, 2022 was a better day for the customer. Customer verbally agreed 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. 
  On September 23, 2022, our dispatch manager issued a $100.00 refund to the customer via email, please note that this was even before the customers pickup window has started. At this time there is no other refund or discounts that we can provide, If you would like to accept our initial refund offer please contact us immediately.
  
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18137115
  
  I am rejecting this response because:
  I received an email stating I was going to receive $100 due to the initial missed pick up date. The $100 which I never received by the way. Has nothing to do with the furniture that was left behind due to incorrect storage calculations on employee *****'s part. I have no choice but to reject the offer because even now untrusted vanlines is being dishonest. They lied about giving me $100 for showing up a day late and has yet to offer any consolation for the mistakes made before and during furniture pick up. 
  The American Public should not be subjected to the behavior of This company 
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/21/2022

  Good day,
  As stated previously we offered you a $100 refund for your dissatisfaction even though we did everything on our end correctly per our policy. Your issue as far as a price increase has to do with your carrier that you signed a contract with on moving day not us as the broker, We provided an over the phone estimate based on the standard size of furniture. At this time entrusted Vanlines will not be offer any other refund besides the $100 that was offered to you that you declined. 

   

  If you would like to speak with someone at our office about how to file a complaint against the carrier that transported your household goods feel free to give us a call, we will do everything we can to help you. /

   

• Initial Complaint

  Date:09/27/2022

  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 used this company to move from ***** ** to ****** **. They ended up charging me way more then what was originally estimated, but I paid because moving is expensive. It took them 2 weeks to delivery my items and when the movers came more then half my belongings were not there. Tables, bed frames, mirrors, balcony furniture, and more. I filed a claim. I put in detail what was missing and the price. They returned the claim stating I needed the weights of the items. I told them I have no idea what the weights were and asked if they knew and they said they do not weight items. I told them I have no idea either and I would be guessing they said thats fine. I wrote down random weights. They returned the claim saying based off the insurance (which I did not chose I wanted the full coverage one) that they would only be paying me $75 when the lost items were easily over $3500. I told them that is unacceptable they didnt even provide the service I paid over $5000 for and deliver even half my belongings. They told me it was to bad and the case was closed they would send me the check and wont ***********. I did have a proxy sign for my stuff originally when they picked it up in ** because I had to leave the day before, he signed for the wrong insurance but on my contract I did not sign for the one they are saying I did. I need more of a refund then $75 considering now my beds are ruined I have to buy all new bed frames, tables furniture etc. According to reviews on there website this is happening to a lot of people. They pick your stuff up and place it in a warehouse until they have a truck load then bring it to ** where it went to another storage area then a moving small truck picks it up and brings it to me. My stuff was not labeled by the moving company at all and nor was it weighed. If they do not have records of the weight how can they charge me based of weight. Also by not labeling my stuff which the movers informed me they were supposed to do my items were lost.

  Business Response

  Date: 10/07/2022

  To Whom This May ******************** July 26, 2022, at 7:11 PM EST, ******************************* electronically signed our Binding Moving Estimate (BME) to reserve their interstate move. ********* was moving from *****, FLto ******, ***** approximately ***** miles with a pickup window of August 24, 2022 to August 26, 2022. They originally had a total of 11 items, 35 pieces of household goods which equated to 371 cf. (***** lbs) and made a grand estimate moving total of $2.962.00. In order to reserve the move a deposit of $1,461.00 was made via e-Check. On August 19, 2022, we performed a ***************** (QA) phone call, in which the customer can reverifty their inventory/homegoods and/or add any additional items. During that phone call with our QA agent, the customer increased their reservation space from 371 cf. to 394 cf. Since the customer was taking additional space it required an additional deposit in which a $520.00 charge was added. 
  We would like to express our deepest apologies for the less than satisfactory moving experience the customer has faced. 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 informed the carrier her first available delivery date for August 26, 2022. Again, all delivery spreads and dates are only estimates. 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. ********* was successfully picked up on August 26, 2022 and we received notification that ********* household goods were delivered on September 6, 2022. 
  Upon delivery, the customer had a proxy to be present during pickup. As a result, the proxy did not sign for full coverage, therefore the customer is not eligible to receive the full amount for the missing items. When the customer signed the estimate, the customer was fully aware of the standard value protection of $10,000, which is $0.60 per article. 
  We, Entrusted Van Lines, successfully coordinated the move for *******************************. Due to that, we are unable to honor a billing adjustment.  
  Please see the attached estimates. 
  Thank you for your attention to this matter. 
  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18134361
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********************************;

   

  they instructed me to guess in the weights of the items under the insurance plan I informed them I did not know the weights and when asked if they weighed it the response was we do not weigh items they also did not label any of my items and then had them in several different locations being stored. They did not lose one or two items they lost almost all my belongings. I need to be able to redo the weights then using a real  measurement I can provide the real weights. I lost several boxes of things and am still noticing more items missing as well. Im fine with the insurance but the fact that they charge per  weight and do not weigh items is unacceptable. Also they lost $3700 dollars worth or items illustrated in the original claim when I told them I do not know weights if bed frames tables chairs etc and the fact they only want to give me $75 is unacceptable as well. Ive already gone to a lawyer but was hoping we could resolve this without legal action through using this method but I think its unfair to charge me for a service not even provided when they didnt even deliver half my stuff. Items I recently just bought as well. 

• Initial Complaint

  Date:09/26/2022

  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 hired them to move my things. Now I am unable to reach them by email or phone. I have no way of having my things delivered.

  Business Response

  Date: 10/19/2022

  Good day,

  We apologize that your experience was less than perfect. 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. We received notification from the moving carrier, US Pro Moving, that the customers household goods were delivered 2 weeks ago. 

  All in all, we, Entrusted Van Lines, successfully coordinated the move for ******** and ***********************. If there are any questions or concerns, the customer can reach out to our customer service department at ************.

  Attached is the signed binding moving estimate. 

  Thank you for your attention to this matter. 

   

   

• Initial Complaint

  Date:09/20/2022

  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.

  Scammed. Fast talking ***********************, pressured move from ** to CO. "No harm, book now we won't charge for 3 days (they took the $2837 before 24 hrs), deposit fully refund. minus $250 fee if you cancel before truck shows up". Even gave DOT rules as reason they have to refund. E-check only for first pmt of $2561, NO CC. Concerning, but he said it was to prevent fraud. I said I could not pay cash for entire move. He said not to worry, CC ok for rest. but contract read cash, cashier check or MO only. I texted ****** concerned, because I had signed and they took the money out early. "What? No, of course we accept cards, that is not accurate." I am really worried about fraud, then I get call from "competitor" saying good things, made me not nervous. Initially ****** had me walk through property, listing items, telling me we didn't need to get all small items, estimated. Today, QA call less than week before move, ****** (who claims he's not "sales" ****** but "QA" ****** (although email he sends is signed with same name) goes over list and there are discrepancies. Mattress instead of beds, only boxes and not bins, of course no small stuff. And, he needs an exact count RIGHT NOW of all boxes and bins, and is counting every rake, etc. Had to give a safe high number to assure "room on the truck". I asked to have more time to come up with a good number. He refused saying he is too busy and I have to approve new quote on phone now, which was $11,880 with another $2500 due immediately. Initial quote was $7200. I had even took off all oversized items due to suggestion from first ******- enough to fill my horse trailer!! I got upset at this. Then he hung up, sent 3 nasty texts saying he's sending small ***********'d have to get "extra" stuff up a different way. Had to cancel and book PODS, now with no time. Immediately on calling Bri to cancel first words were fine, no refunds. What? ****** told me only $250. Nope, keeping it all. Headline of email BOLDED: Cancellation-No Refunds

  Business Response

  Date: 10/06/2022

  We apologize that your experience was less than perfect, our goal as your moving broker is to make a stressful time go smooth as possible. Please note we provided you an estimate over the phone based on the inventory you provided which was 1232cf (41 items, 121 pieces). We use a system which is provided by the **************************** that calculates its cubic footage by the standard size of furniture. On 9/20/2022 at 1:03pm you spoke with ****** in our QA department who went over in detail your inventory again and there were items added to your inventory which created more space needed, youre only paying for the space you take on the truck. On that call with ****** after he provided you with a revision for 1800cf (59 items. 220 pieces) you declined to pay for the extra space and wanted to cancel your move all together, you spoke with several customer service supervisors which explained our policy and you still wished to cancel, Per the estimate you signed and agreed to on 9/06/2022 you had 3 days from booking your move to cancel and receive a full refund, you canceled on 9/20/2022, your deposit was non-refundable. Again, we apologize we couldnt part ways on better terms but everything we have provided to you and discussed with you is all within our guidelines as an interstate broker. 

  Please see the attached estimates. 

  Thank you for your attention to this matter. 

   

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18053303
  
  I am rejecting this response because:

  It is completely inaccurate. This is a shady company that forces you to sign a contract really quick while you're on the phone to get their "deal" for their backfilled truck that they need filled. Salesperson ****** said the trucks were theirs, not that they were a broker. I would not have used a broker. They were intentional with their super lowball first quote, and mislabeled and missed items that were stated the first time so you don't notice it when you glance at the quote in the five seconds they give you to look over it. Trust me, everything was pushed too quickly to notice things. When I brought up discrepancies in the contract ****** assured me "that's not true", "that's inaccurate". It is a classic bait and switch. Furthermore, I was told by the sales person ****** that $250 was the non refundable deposit, and everything else was refundable until the day the moving truck got there. That was "DOT rules". I was also told that there was no harm, they wouldn't take that money out of my account for three days and yet they took it out in less than 24 hours!! Which at that point I felt it was too late to even back out even though I had already booked Uboxes and was trying to still decide between the two. Liars. All of them. Their response is so polite, as they are on the initial call, but trust me when you talk to them on the phone when you have a problem with them or when you tell them you were going to cancel they are mean, pushy and nasty. I have found numerous of the exact same complaints on the internet, on ********* with other people that have gone through this exact same thing with this company. Do not be fooled. I also now have a number for a contact person at the *** to get a hold of. This shady company and companies like these need to be stopped. What did this broker do to deserve $3000? I spent less than 30 minutes total on phone calls with them and they didn't even get me a moving truck. If you're honest and your business is honest then you should stand by it. If you're honest you should have recorded calls of our conversations. I would love to see those produced to the Better Business Bureau. 

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

  Business Response

  Date: 11/04/2022

  We apologize that your experience was less than perfect, our goal as your moving broker is to make a stressful time go smooth as possible. Please note we provided you an estimate over the phone based on the inventory you provided which was 1232cf (41 items, 121 pieces). We use a system which is provided by the **************************** that calculates its cubic footage by the standard size of furniture. On 9/20/2022 at 1:03pm you spoke with ****** in our QA department who went over in detail your inventory again and there were items added to your inventory which created more space needed, youre only paying for the space you take on the truck. On that call with ****** after he provided you with a revision for 1800cf (59 items. 220 pieces) you declined to pay for the extra space and wanted to cancel your move all together, you spoke with several customer service supervisors which explained our policy and you still wished to cancel, Per the estimate you signed and agreed to on 9/06/2022 you had 3 days from booking your move to cancel and receive a full refund, you canceled on 9/20/2022, your deposit was non-refundable. Again, we apologize we couldnt part ways on better terms but everything we have provided to you and discussed with you is all within our guidelines as an interstate broker. 

• Initial Complaint

  Date:09/07/2022

  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.

  I hired tentrusted Van Lines to move my stuff from ******** ****** to ************** on July 19th 2022. This business was very unprofessional and didn't show up until 8:00 pm that night they were supposed to show ** in the morning. They took till 3:00am i to get everything loaded and I had to assist them with carrying things just to get some sleep that night. ****** insisted of being paid at 3:00 in the morning and my bank thought they were fraudulent and refused to pay. They sat in the truck would not leave until I gave them cash. I have not been able to get them to deliver my belongings I cannot get the person who moved my belongings to answer respond to any of my calls or texts I don't know where my things are or if they even still have them or not I have called repeatedly to their office and they have been absolutely no help I have paid this business $1,800 then $1,000 and then twelve hundred dollars and I can't get them to bring me my belongings. I am very distraught over thinking that everything is gone they have all my irreplaceable photos and pretty much everything that is important to me! I can't believe they are being so unconcerned about following the contract and keeping their I promise to me. This whole experience has been a complete nightmare

  Business Response

  Date: 10/19/2022

  Good day,

  We apologize that your experience was less than perfect. A full refund has been issued today for the amount of $1,240.00 to *********** email at ***************************. 

  Attached is a copy of the refund check that was sent electronically. 

  Thank you for your attention to this matter. 

  
  

• Initial Complaint

  Date:09/06/2022

  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.

  I signed a binding agreement to pay $2392 for a list of items to be moved from ************** to *******, **. This agreement and cost was to cover the necessary space reserved on the long distance mover truck. After signing the agreement and placing a deposit of $686 I was unable to get ahold of the company or the direct broker representative that told me he would assist with all questions and concerns up until I was done with my move. The company didnt return calls and would not answer my calls. Days before I got a call to confirm inventory and was reassured that all would fit on the truck and be accounted for. Movers called from ************** asking if they could come same day 9/1/22 a day early, didnt show up. Then showed 9/2/22 with only enough space to fit ******** only. That wouldve been only 27 of the 43 items listed on agreement. They charged me $513 extra in funds to take the remainder of my items which shouldve been included in initial cost agreement. When trying to contact the company I continue to get no response or return calls. I was told on the day of the move my case was being escalated to management and still have yet to hear back. All the online documents are now not available proving my case as they have seemingly expired within the last two days. All we have is the initial arrangement. Fraudulent and extortion is being made by the company and innocent hard working people are being overcharged and taken advantage of. Please help in this awful manner.

  Business Response

  Date: 10/11/2022

  To Whom This May ******************** August 13, 2022, at 2:43 PM ET, *************************** electronically signed our Binding Moving Estimate (BME) to reserve their interstate move. ****** was moving from **********, ** to *******, ** approximately ***** miles. They originally had a total of 6 items, 42 pieces worth of household goods which equated to 350 cf. (**** lbs) and made a grand estimated moving total of $2,392.00. ******* requested a pickup window of September 02, 2022 to September, 04 2022.
  We would like to express our deepest apologies for the less than satisfactory moving experience the customer has faced. 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. While documenting the inventory list from the customer our system applies standard dimensions and measurements unless otherwise told. Please refer to Per Article 9 in our BME, In accordance with article 49 CFR 371.113(C)(1), the customer agrees to waive a physical survey of their household goods, and alternatively agrees to receive a binding estimate based on the provided list of household goods to be transported. At the time of pickup, the customer reserved 350. cf, however, the motor carried was determined based on the size items that the customer required additional space in which the carrier is able to incur fees. Please refer to Article 9, 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. However, the customer had every right to only move 350 cf. worth of household goods. 
  Please see the attached estimates.
  Thank you for your attention to this matter.
  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17926941
  
  I am rejecting this response because: As I mentioned, I was advised all items would fit on the mover truck that was accounted for on the binding agreement.  I've been in touch with multiple service reps and a manager by the name of ******** who agreed to contact me back after speaking with the mover company and that we would proceed with working on a smaller refund to satisfy both parties and resolve this complaint. I never heard back from anyone. My items were dropped off to me a week ago and I had to pay full cost including not agreed upon fees to get my household belongings.  I don't feel that this is acceptable behavior from a business. I expected a follow up call as agreed upon. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/04/2022

  Hello, As stated in our previous responses, 
  On August 13, 2022, at 2:43 PM ET, *************************** electronically signed our Binding Moving Estimate (BME) to reserve their interstate move. ****** was moving from **********, ** to *******, ** approximately ***** miles. They originally had a total of 6 items, 42 pieces worth of household goods which equated to 350 cf. (**** lbs) and made a grand estimated moving total of $2,392.00. ******* requested a pickup window of September 02, 2022 to September, 04 2022.
  We would like to express our deepest apologies for the less than satisfactory moving experience the customer has faced. 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. While documenting the inventory list from the customer our system applies standard dimensions and measurements unless otherwise told. Please refer to Per Article 9 in our BME, In accordance with article 49 CFR 371.113(C)(1), the customer agrees to waive a physical survey of their household goods, and alternatively agrees to receive a binding estimate based on the provided list of household goods to be transported. At the time of pickup, the customer reserved 350. cf, however, the motor carried was determined based on the size items that the customer required additional space in which the carrier is able to incur fees. Please refer to Article 9, 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. However, the customer had every right to only move 350 cf. worth of household goods. At this time there is no refund or discounts that we can provide. 

• Initial Complaint

  Date:08/22/2022

  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.

  This company took advantage of my wife while we were in the middle of moving across the country, they gave her an affordable but binding estimate. Multiple times they screwed up the inventory list thereafter and wanted us to pay and upwards of 4,000$ on top of our initial estimate. They reduced it down to 750$ on top of the initial estimate. Upon arriving for the day of the move, they yet again inform us that now our items take up too much space and for the original list we sent we would need an additional 3,000$ on top of our latest estimate. We left many items in our home to make the second estimate work. I tried to cancel their services a week before the moving date but they told me I would lose my 1800$ deposit if I cancelled, although they had done nothing for us at that time besides giving us trouble and stress. I have multiple recorded phone conversations with many of the employees at this company, so if given the access, anyone could see for theirselves what we have been dealing with. Quite frankly my wife and I already spent a majority of our savings to move across country and this company took advantage of us for more money than we even had available. Now my wife is crying and upset everyday knowing that we had to leave many of our items and our childrens items behind just so we didnt spend all of our money on the move. The items they took you might ask? 2 TVs, one twin bed frame, one queen ******** and bed frame, and a kitchen table with chairs. That is literally it. This business is shameful and should not be legally able to do what they are doing to people. Please help. I have uploaded their initial quote below.

  Business Response

  Date: 09/21/2022

  To Whom This May *************************** August 11, 2022, at 3:13 PM EST, ********************* electronically signed our Binding Moving Estimate (BME) to reserve their interstate move. ***** was moving from ************, ** to **********, ** approximately ***** miles with a pickup window of August 22, 2022 to August 23, 2022. They originally had a total of 22 items, 47 pieces of household goods which equated to 350 cf. (***** lbs) and made a grand estimate moving total of $3,559.00. In order to reserve the move a deposit of $1,876.00 was made via e-Check. On August 18, 2022, we performed a ***************** (QA) phone call, in which the customer can reverifty their inventory/homegoods and/or add any additional items. During that phone call with our QA agent, the customer increased their reservation space from 350 cf. to 428 cf. Since the customer was taking additional space it required an additional deposit in which a $450.00 charge was added. 

  
  We would like to express our deepest apologies for the less than satisfactory moving experience the customer has faced. 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. While documenting the inventory list from the customer our system applies standard dimensions and measurements unless otherwise told. Please refer to Per Article 9 in our BME, In accordance with article 49 CFR 371.113(C)(1), the customer agrees to waive a physical survey of their household goods, and alternatively agrees to receive a binding estimate based on the provided list of household goods to be transported. At the time of pickup, the customer reserved 428. cf, however, the motor carried was determined based on the size items that the customer required additional space in which the carrier is able to incur fees. Please refer to Article 9, 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. However, the customer had every right to only move 428 cf. worth of household goods. 
  We also received word from our motor carrier that the customers' household goods were delivered therefore we are unable to offer a refund. 

  
  Please see the attached estimates.

  
  Thank you for your attention to this matter.
  

  
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17754191
  
  I am rejecting this response because:

  Although paperwork was signed and my wife didnt read the fine print, this does not take away the fact that our money was taken from deception. On top of that the service performed wasnt even mediocre. All dates given verbally were not met by the company and several items arrived damaged, including our 65 inch TV.

  We were verbally given assurances on several things and each and every issue was a lie. Please refer to the recorded phone conversations by the company employees: **********, and ***************** 

   

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

  Business Response

  Date: 10/11/2022

  Good day,
  Once again, we would like to express our deepest apologies for the less than satisfactory moving experience the customer has faced. 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. The customer must pursue the carrier for any and all claims, property damage, personal injury, or death: including without limitation any claims for damage to property, lost or stolen goods, delayed pick-up or delivery, the actions of estimators, drivers, packers, or movers. The customers First Available Date of Delivery (FADD)  was scheduled for August 29, 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. 
  The customer must reach out to the moving carrier and submit a claim regarding the missing items they did not receive at the time of delivery. The motor carriers information is as follows:
  CAREFREE MOVERS INC
  Movingclaims.net
  DOT:  3447875
  MC: 1135652
  Customer Service: ************
  Thank you for your attention to this matter. 
  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17754191
  
  I am rejecting this response because:
  
  

  This company robbed my family of 5,000$ based on false promises. Dont ask for information for a quote to lock it in, then charge an additional 1500$ on top of it for less items!!

   

  Of course they didnt notify us about another company handling the freight, no surprise there. Just another action left in the dark. 
  

  Better Business Bureau, I am begging you guys to request all phone calls associated with our file for this business. 

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