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:06/18/2025

  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.

  We hired Starline Van Lines to move us. They have been a nightmare, dishonest, and have stolen the entire contents of our home. They have lied to us about the moving company they brokered the job to, have refused to answer the phone, and keep giving us the runaround. A truck showed up and picked up the contents of our entire home over two weeks ago. They had the paperwork and although the truck they brought was way smaller than we had paid for, they seemed legit. The problems started the same day when we couldn't reach anyone at Starline. Then they couldn't tell us who had our stuff or where it was. We would call every day ***** times a day and leave messages and only every two days could we reach someone. They told us our stuff would arrive and then stopped answering the phone for 3 days. Then when we got them on the phone it has been a week of "we are looking into that" and "my manager will call you back" and more and more lies. We have spoken with the owner of the company they claim took the job and he says that his company didn't take the job, he has no individuals who work for him and they don't work in our state at that. We have lost 40 years of memories, items that can never be replaced, all of our clothing, our belongings, and hundreds of thousands (150k +) worth of items. Starline Van Lines refuses to help us and we can't get any straight answers when we confront them with the lies.

  Business Response

  Date: 06/19/2025

  Dear ******,

  We are truly sorry to hear about your experience and the distress this situation has caused you and your family. We fully understand how important your belongings are and how upsetting it is not to have clear answers during this time.
  We want to clarify that our team has answered every one of your calls unless all representatives were assisting other customers at the time. In those cases, we encourage leaving a voicemail, and we always strive to return those calls promptly.
  Weve been actively trying to get a clear update from the assigned carrier, but unfortunately, we have not yet been able to establish contact with them. We recognize this is extremely frustrating, and we assure you we are doing everything we can to get answers and resolve this matter.
  That said, we respectfully ask that communication remain civil. Yelling and threatening our staff will not expedite a resolution and only makes a difficult situation more challenging for everyone involved.
  We are committed to helping you and will continue pushing for updates until we have definitive information. Please feel free to contact us againwe are here to support you.
  Thank you!

  
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23487592
  
  I am rejecting this response because:
  
  You have got to be joking. Your staff has not been yelled at or threatened! I have recorded every call and have provided those to the authorities. Not once have any of your staff been yelled at or threatened. What we have said is that we are seeking legal action, how unprofessional and messed up this is and we have comforted the lies. 
  

  No, you all have not answered every call. It has taken ***** hours to reach someone, we have been told numerous times that a manager would call us back and that has never happened, we have been lied to and told your stuff will be there tomorrow, your stuff will arrive Thursday or Friday, and you have given us the name of a moving company claiming they took the job and they in fact did not. Your response to this only infuriates me more and shows you dont care and are not trying to help us. We know the names of the two men who came and robbed us. They both have lengthy criminal histories out of *******************. We have photos also.
  

  You all have also told us numerous times that you have talked to the moving company which you have now lsaid something different. 

  You have lied constantly, given us the runaround and not once tried to help us. 
  

  I cant believe you respond that the conversations need to be civil and that your staff has been yelled at and threatened. How dare you. How dare you lie like that and make it out like you are doing your best to help. 
  

  Out entire life possessions of our entire family are gone. All our memories and keepsakes gone. So yes it is frustrating how you all have behaved and yes we have told you that we are filing police reports and seeking legal action. That does not constitute threatening anyone. 
  

  You all are responsible as are the thieves who robbed us. Your carelessness and callous behavior adds insult to injury. 

   

  Sincerely,
  
  ** *******

  Business Response

  Date: 06/20/2025

  Hi there ******,

  We want to begin by sincerely acknowledging your frustration and the emotional toll this situation has clearly taken on you and your family. We recognize how deeply upsetting it is to feel uncertain about the whereabouts of your belongings, especially when they hold sentimental and irreplaceable value.

  
  Please allow us to clarify a few points respectfully:

  -We have never taken your concerns lightly and have made every effort to respond to your inquiries. While we do our best to answer all incoming calls in real time, there are instances when all representatives are assisting other customers. In those cases, we rely on voicemails to follow up, and we understand how delays in response can add to your frustration.
  With regard to communication about your delivery and the assigned carrier:

  -We shared the information available to us at the time in good faith. There has been ongoing difficulty in reaching the carrier for definitive updates, and weve been transparent about that challenge. If previous updates were inconsistent, it is because we relayed evolving information as we received itnot to mislead you, but to keep you informed.
  

  -Your concerns about the individuals who performed the pickup and their backgrounds are deeply serious. We are currently reviewing the matter with our internal team and are cooperating fully with any authorities investigating your claims.
  

  -We understand that stating the need for civil communication may have come across as dismissive in light of your experiencethat was not our intention. Our goal has always been to maintain a respectful dialogue so we can move toward resolution, not to deflect responsibility or minimize your concerns.
  

  Again, we regret that your experience has been anything short of what you expected and deserve. We remain willing to work with you to resolve this matter and to provide documentation and cooperation as needed, including to law enforcement or legal representation.
  

  Our *************************** will be in contact with you regarding your delivery, We are committed to helping bring clarity and resolution to this situation.
  Thank you!

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23487592
  
  I am rejecting this response because:

  First of all, yes this is frustrating and yes this is a very difficult situation BUT what you dont know is that I have spent 20 years in a high stress and high conflict career. I can and do handle myself. Not one time has anyone been yelled at our threatened. You said that your staff had been yelled at and threatened and that is simply not true. 
  

  We have let you all know that we are seeking legal action. Thats not a threat. We have stated timelimes for responding. That is not a threat. So you did in fact imply that we had been threatening and had yelled and acted aggressive or not civil and I refuse to allow defamation of my character or my husbands. 
  

  The company has been unprofessional, deceiving, you all have lied several times, you have not tried to remedy this or protect us in anyway. 
  

  We were told our things had been involved in an accident and no details shared but also we werent notified of this until a week after the alleged accident occurred. 
  

  on 6/27 a truck showed up half full. The truck that left with our things THREE WEEKS AGO was 800 square feet and full. We were told to pay $1600 or the driver would keep driving. I estimate about half of our things have been stolen. 
  

  We also have now been victims of fraud. Apparently in a box that was accessed/taken there was an old checkbook and several checks have been cashed leaving our bank account empty. The blows keep coming and not one time has your business tried to protect us, make this right, or even help us! Not once! 
  

  So yes we are frustrated. We are devastated. Not only have we moved across country, but our entire lives were stolen, for 3 weeks we had to spend money on clothes and supplies and eating out because we had nothing. Then we were forced to pay more money to get what little we had left AND on top of that have now been financially robbed. All in all we are out over ****** just in money paid to move, random money for our items left and money stolen out of our accounts. Then there is the value of all our stolen items. 
  

  We have remained true to who we are no matter how devastated we are and I resent the fact that you have said we were anything but reasonable and kind! How dare you. 
  

  How dare you do this to anyone. You are responsible just as whomever you allowed to take our things and the individuals who wiped out our bank accounts using an old checkbook they found. 
  

  You all have not helped us, reimbursed us, or even tried to do the right thing! 
  

  So yes, we will go to the ends of the earth for justice and for restitution to be paid to us. We have and will continue to work with law enforcement including the *** and others and we will seek legal action against all parties involved and especially those whose negligence resulted in this happening to us. 
  

  Justice will prevail and I will not rest until it happens. I will exhaust all I have so this never happens to anyone else. 
  

  In the meantime you all have insurance and the ability to financially fix this. You can reimburse us the full amount we have given you and utilize insurance for the fraud and stolen items. That would be the right thing to do. Youve never offered that. 
  

  You will be held accountable. 

  Sincerely,
  
  ** *******

  Customer Answer

  Date: 07/01/2025

  Hello, 
  We have now had our bank account wiped out because of these thieves. They found an old checkbook and accessed an account. We also had an unknown man show up on 6/27 and demand $1600 dollars or he would just keep driving and over 1/2 the boxes on the inventory are missing. The boxes dropped off have all been opened and/or are crushed. We dont know what all is missing because the police are preserving the boxes as evidence. 
  This is a nightmare. Starline has lied to us and put our entire family in danger and we still dont have any clear factual answers on where exactly our stuff was, if there was or wasnt an accident, what moving company did show up, who this random guy was that showed up demanding money, which are causing many issues for investigators. This should not be allowed to happen. Someone has to stop this. This is criminal on many levels and needs to be stopped. People need to be held accountable. 

• Initial Complaint

  Date:05/26/2025

  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 had a scheduled date and time to move with this company. They showed up late, doubled the charge citing I was quoted wrong, then told me they wouldnt move me because I protested. They were rude, disrespectful, and unprofessional to say the least. Ive had 9 government moves and *** never had such a bad experience as I did today with this company.

  Business Response

  Date: 06/03/2025

  Hi there *******,

  Thank you for taking the time to share your experience. We are truly sorry to hear about the frustration and inconvenience you described. This is certainly not the level of service we aim to provide, and we take your concerns very seriously.
  Unfortunately, we are currently unable to locate a file under your name, phone number, or email address as listed in your review. To properly investigate and address the matter, we kindly ask that you provide the name listed on your file or your reference number. This will help us review the situation in detail and respond appropriately.
  You can reach us directly at [email address] or by phone at [phone number], and we will prioritize looking into your concerns.
  We appreciate your patience and the opportunity to make things right.
  Thank you!

• Initial Complaint

  Date:05/20/2025

  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.

  In February 2025 my spouse and I scheduled a move with Starline Vanlines to move from **** to *******. We ended up having to cancel the move in advance after placing our deposit. We canceled because they could not provide a set date for the movers to come and we were in a time crunch. In the contract, it states that our deposit can be used for a future move as long as it is within 2 years of making the deposit, and that it is an interstate move.We have bought a house and are trying to use their services with my paid deposit. Ive been calling and emailing for two weeks now and have not gotten any closer to scheduling a move. Each time I call I speak to someone new and they have been making comments about me not being able to use the paid deposit. I believe they are trying to use the interstate move comment in the contract to get out of allowing me to use my paid deposit. I am moving to the other side of Atlanta 1 hour away which is all interstate so I would hate for them to go back on the contract because of this. There is no min. Mileage or distance stated in the contract and no one is giving me any information.I need help! We are needing to move before June 20th and I cannot make any progress! They seem to be stalling until I am forced to pay for another provider and I just dont know what to do. At this point a refund would be great since they are not being cooperative and trying to breach contract. I could use another movers service this way.

  Business Response

  Date: 05/20/2025

  Good afternoon Chloe,

  Thank you for taking the time to share your concerns. We're genuinely sorry to hear about your frustration and would like to clarify a few key points regarding your experience.
  As of today, this is the first communication we have received from you requesting to reschedule your move. We have thoroughly reviewed our records and have not received any prior emails or messages regarding a new move date. We take all inquiries seriously and respond as quickly as possible, so were disappointed to hear that you felt otherwise.
  Wed also like to emphasize that we are actively working to assist you now that were aware of your updated plans. Your deposit is still on file and, as per the terms of your agreement, can be applied toward a future long distance move within two years of your original reservation and if your new move qualifies under the terms, we are more than willing to honor your deposit.
  We truly regret that you felt the need to leave a negative review before allowing us the opportunity to assist. Our team is here to help, and we are fully committed to getting your move scheduled within your desired timeframe. One of our **************** team members will be reaching out to you directly to expedite the process.
  Thank you again, and we hope to resolve this to your satisfaction very soon.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23353936
  
  I am rejecting this response because:

  I began communicating my need for this new move on 5/07 by contacting our representative that was listed on the contract. He was responsive at first and then ignored my texts, email, and calls after hearing about needing to use a past deposit. After he ignored me, I began calling the number on the website. So this has been going on for two weeks. 
  

  Nonetheless I was just informed that my deposit cannot be used toward my new move because it is not over state lines. This state lines detail was never mentioned in the contract, only the 2 years max stipulation. I have requested my ***** deposit to be refunded because I do not feel like Starline Vanlines has complied with their part of the contract.

  Sincerely,
  
  Chloe Glass

  Business Response

  Date: 05/21/2025

  Hi there Chloe,

  Thank you for taking the time to share your feedback. Were sorry to hear about your experience and appreciate the opportunity to clarify the situation.
  For all rescheduling or changes to a move, clients are required to contact our customer service line directly. This ensures that all requests are properly documented, tracked, and handled by the appropriate department. We understand that you initially contacted your original representative, but we were not made aware of your request for a new move until recently. Once your inquiry was received through the correct channel, we began working to assist you.
  Regarding your deposit, the original credit on file was for a long-distance, as outlined in your initial reservation. Our policy, which aligns with how long-distance and local services are structured and priced, states that deposits from long-distance moves cannot be applied toward local relocations. While this detail may not be explicitly written in the contract, it is part of our operational policy and pricing structure.
  We understand this situation has caused frustration, and we are here to support you in any future long-distance relocation within the two-year period stated in your agreement. However, as the credit is not applicable to local moves, and services were reserved for the original booking, no refund is due.
  We remain committed to providing clear communication and professional service, and we are happy to assist with any qualifying future move.

  Thank you!

• Initial Complaint

  Date:05/15/2025

  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 booked with Starline VanLines to move from ********** to ** Mid December 2024 with a delivery of May 2025.I was initially quoted ******* for ******************************************************************** a studio Apartment. I accepted their estimate. The contracted moving team of 3 young movers came in and I had them start with the garage. Before they were finished with the garage they said I had already gone over my 325 cubic feet. I was advised I needed to buy extra space. 100 cu ft for $400. I was not aware this would raise the cost by another $1000 plus raise the price of the storage by $100 per month. At the end of this move in order to take my property I was forced to pay. $1880 and because my storage was 90 feet from the door they'd be charging an extra $100 to put the property into a locker 15 feet past the mark they chose. As they were loading the movers kept trying to sell me space on the DL and I refused because of breakage or damage, they wouldn't be responsible. Once everything was in my unit that was 448 cuft It filled less than 1/2 the unit. I was furious. I had a box with a lamp that was completely soaked and streaming water. My tool chests had been opened and gone through and I had a box of tools that arrived completely empty drills batteries and chargers, there was no inventory list given with the stickers that match the boxes. I tried to get on to the truck to take pictures, I asked them to bring boxes back and they refused. They left shelves assembled when they were put on the truck and used space and they were disassembled when I got my property. I was told I reserved 425 cuft but I was forced to buy that much space after the original contract was signed. I used less than 200cuft and was told things pack differently on the truck. My storage was 8x8x7=448 I loosely packed into the unit and is 6x8x4=192 cuft At no time did the contractors is a ruler, a tape measure, a yard stick, they used a tie down strap to measure

  Business Response

  Date: 05/15/2025

  Hi there ******,

  Thank you for taking the time to share your experience. We're truly sorry to hear that you were dissatisfied with your move, and we appreciate the opportunity to address your concerns.
  To clarify a few points:
  Storage Fees: The first 30 days of storage are provided free of charge as part of your reservation. After the initial 30 days, a standard monthly storage fee does apply, which is outlined in our agreement. We're happy to review your billing in more detail if needed.
  Cubic Footage and Packing: The estimate you received was based on the inventory list provided at the time of booking. Upon pickup, our crew performs a visual assessment and measures based on how items are actually loaded and secured onto the truck. This sometimes results in a change in the required space, especially if items are oversized, irregularly shaped, or cannot be stacked safely. We understand this can be frustrating, but its done to protect your belongings during transport.
  Damage and Missing Items: We have not received any photos or documentation related to the damages or missing items you've mentioned. In order to begin a formal claim and investigate this further, we kindly ask you to provide photos of the damaged lamp, the opened tool chests, and a list of any missing items. Once we have that, our claims team will be able to assist you promptly.
  On-Site Conduct: Were concerned to hear your comments regarding the conduct of the moving team. This is not the level of professionalism we expect from our contracted crews. We are reviewing this matter internally and appreciate you bringing it to our attention.
  Inventory and Access: Our standard procedures include labeling and inventorying all items. If an inventory form was not provided to you at pickup or delivery, that is something we will investigate. As for access charges, these are applied in situations where the distance from the truck to the unit exceeds standard parameters, which was explained by the crew at the time of delivery.
  We genuinely wish you had reached out to us directly prior to leaving this review, as we are committed to resolving issues and ensuring a positive customer experience whenever possible.
  Please feel free to contact our team directly so we can assist you further and open a claim regarding your concerns.

  Thank you!

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23333594
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 05/29/2025

  When I initially booked with Star ********************************

  I reserved at the sales **** direction 325 Cu Ft for a price of roughly $2200.00.  I took the sales *** at his word that, I only had a studio apartment. 

  When I was contacted a few weeks later, I was told that I would need to purchase and additional 100 Cu Ft. 

  I told them to hold off until we actually knew if I would need it.

  The day of the move and the young men that showed up to complete the move informed me I had more thab 425 Cu Ft

  I looked onto the truck and there were wire shelves that were not broken down, which I posed objection to.  I was told "they could not take them apart" I said "well bring them off of the truck and I will take them apart."  I was told "once something was on the truck it could not come off of the truck'"

  I asked how they measured how much space they used and they showed me markings in a tiedown strap.  That was not an accurate measurement.

  I was not allowed to get onto the truck to verify the measurements myself, which I posed objection to.

  I found out the Measurment of the truck and I rented a storage unit the exact same size so I could audit the Cu Ft used.

  When my property the previously mentioned shelves had been disassembled.  

  As my property was moved from the truck to the storage unit, it was easy to see I was not going to fill the unit.  

  I called Starline and let them know.  In fact I had had had regular communication with them about my suspicion that I had been over charged. 

  I was charged for the additional 100 Cu Ft, I was charged extra gas fees and usage fees, I was charged extra storage fees based on cu ft that was not used. 

  I was caught off guard when the contractors on the day of the move kept trying to sell me extra space off of the books and they would cut me a deal.  

  I have reached out to starline and they said they would fix the problem and they have yet to make any attempts to rectify the situation that is why I contacted the BBB

   

  Business Response

  Date: 06/03/2025

  Hi there ******,

  Thank you for taking the time to share your experience. We`re truly sorry to hear that you were dissatisfied with your move, and we appreciate the opportunity to address your concerns.
  To clarify a few points:
  Storage Fees: The first 30 days of storage are provided free of charge as part of your reservation. After the initial 30 days, a standard monthly storage fee does apply, which is outlined in our agreement. We`re happy to review your billing in more detail if needed.
  Cubic Footage and Packing: The estimate you received was based on the inventory list provided at the time of booking. Upon pickup, our crew performs a visual assessment and measures based on how items are actually loaded and secured onto the truck. This sometimes results in a change in the required space, especially if items are oversized, irregularly shaped, or cannot be stacked safely. We understand this can be frustrating, but its done to protect your belongings during transport.
  Damage and Missing Items: We have not received any photos or documentation related to the damages or missing items you`ve mentioned. In order to begin a formal claim and investigate this further, we kindly ask you to provide photos of the damaged lamp, the opened tool chests, and a list of any missing items. Once we have that, our claims team will be able to assist you promptly.
  On-Site Conduct: Were concerned to hear your comments regarding the conduct of the moving team. This is not the level of professionalism we expect from our contracted crews. We are reviewing this matter internally and appreciate you bringing it to our attention.
  Inventory and Access: Our standard procedures include labeling and inventorying all items. If an inventory form was not provided to you at pickup or delivery, that is something we will investigate. As for access charges, these are applied in situations where the distance from the truck to the unit exceeds standard parameters, which was explained by the crew at the time of delivery.
  We genuinely wish you had reached out to us directly prior to leaving this review, as we are committed to resolving issues and ensuring a positive customer experience whenever possible.
  Please feel free to contact our team directly so we can assist you further and open a claim regarding your concerns.
  
  Thank you!  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23333594
  
  I am rejecting this response because:  Starline says they wish I would have reached out before their contractors departure.  I did, I was on the phone with them complaining about the shelves not being broken down before the drivers pulled off

  They said they needed to pack things safely.  90% of what they took was in hard side plastic containers.

  Packing to ensure safely they only packed the truck 1/2 way to the top.  I packed my storage unit in the exact same what (Or as close to it as I could) from the photo that came off the truck.  At that I still only used 196 Cu Ft.  

  I have sent photos to info@starline,com

  I intentionally rented a storage space that was the EXACT same dimensions as the truck and I only filled half of the storage unit.

  I was forced to buy extra space on the day they were packing me out because the contractors stated I had run out of space, they only cleared my garage that was one wall 8x8x2.  

  Items that were packed in boxes arrived and some of the boxes were broken or soaking wet

  everything was covered in a black film 

  on the day of delivery I spoke to the contractor delivery supervisor who spoke very little English 

  I was on the phone with Starline as the delivery was being made and I voiced my concern about the shelves that were not broken down on P/U were delivered on D/O the measurements of the shelves were 7x2x3 and 7x1x4

  Please remember I am not disputing the move in entirety.  I am disputing the excess 100 cu ft that I was forced to buy, the excess storage fees, and excess shipping fees that were attached to cu ft that I clearly did not need to purchase.

  I was told by the contractors "not to call the main office and they would cut me a good deal."  Had I not called the main office, who knows what may have actually arrived or what kinds of extra fees they would have tried to tack on in the end?   

  The measurements for the *** that were on the truck were not accurate as they used a cargo strap to mark the distance from the back wall of the truck

  he inside measurements of the truck are 7.5x7  in order to use 425 cu ft I would have had to have packed that truck top to bottom side to side and then come out 8 feet from the wall I DID NOT even come close to that even if I used 3.5HX7WX8D I keep coming up with 196 CU Ft the same CU FT that I have come up with in my storage unit. 

  I am tired of going round and round with this company, it has been the same complaint since day 1 I was over charged and they know I was and they tried to sway me into buying more space off the books and then I would not have a leg to stand on.  

  Starline keeps relying on the word of the contractors who have clearly lied.  At the beginning of this move no one from Starline asked for photos of my property so they could get a better idea of what I am moving they gave "Rounded in-general numbers.

  I packed the entire rest of my apartment which was all of my furniture all of my clothes, all of my kitchen gadgets and ************************************************* the back of a 10ft uHaul box truck which is 6.3x6.1x9.11 or 350 CuFt 

  The property they moved for me would have only filled 1/2 of that truck if I only built it up 3 ft from the floor but used all of the rest of the space

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

  Business Response

  Date: 06/05/2025

  Hi there ******,

  
  Thank you for taking the time to share your detailed feedback. We`re genuinely sorry to hear that your experience with our service did not meet expectations, and we appreciate the opportunity to address your concerns.
  
  We want to clarify that our intention is never to mislead or overcharge our customers. We strive to provide accurate volume estimates and clear communication throughout the entire moving process. We understand your frustration regarding the additional space charges, the condition of some of your items upon delivery, and your overall concerns with how your move was handled.
  
  We acknowledge that you`ve attempted to raise these concerns previously, and we regret that you feel they have not been addressed adequately. In order to move forward productively, we kindly ask that you please continue the conversation with us within the original support thread rather than posting additional negative reviews from different family members platforms. This helps us maintain context and provide a more thorough and accurate resolution.
  
  We also noticed that the charges associated with your move were disputed without prior notice to our office. We would greatly appreciate the opportunity to discuss this matter with you directly and constructively. Our goal is to reach a fair resolution based on the facts and documentation available, including the photos youve sent.
  
  Please contact us at your earliest convenience referencing your file number so we can promptly access your case.
  
  We value your business and would like to resolve this situation to your satisfaction.
  
  Thank you!  

• Initial Complaint

  Date:05/03/2025

  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 star ************* to move my belongs from ******* to ******** before I made a deposit I was quoted 1700 and I was told my belongs was arriving 3-4 days later. I also was advised by ***** that this wasnt a subcontract job they would delivered themselves. Pickup was schedule for April 23 4-6pm. I got a call from a subcontractor telling me they wont be able to make it today due to weather (there were no storms forcasted) I called star ************* and complain to them because I had a flight in the morning. The sub contractors end up arriving at 1 AM in the morning. They then double the price from 1700 to 2300 to 3016 and told me my belongs wouldnt arrive until Saturday morning may 3. It is now Saturday morning I took off work to receive to belongings no one has called I have called starvan line and the sub contractors to get an *** no responds. This company has had my belonging for 9 days and contact has been made to me about arrival. But in the contract I signed it takes it would arrive next day and if I wasnt fulfilled I get a refund

  Business Response

  Date: 05/09/2025

  Hi there ******,

  We did inform you that there was a storm and the truck was unable to leave its location. You did agree for the mover's arrival to be later that day due to weather conditions. We are extremely sorry for any inconveniences the late arrival caused you. You also informed the driver you were not available until Tuesday May 6, 2025 for your delivery. We try to comply as much as possible our team's availability to all of our clients but sometimes it is impossible due to the amount of moves performed. Again, we are extremely sorry for any inconveniences caused but we sure do appreciate your patience and understanding during this busy moving season.

  Please feel free to contact our *************************** for further assistance.

• Initial Complaint

  Date:04/18/2025

  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.

  The transaction in question was completed in or around the date of 1/29/2025 to the amount of $800 as a deposit. The problem/complaint of not is in regards to an extremely recent family emergency regarding my mother's health and the concern of her being able to provide for my two siblings and herself, as she is and has been the sole income of her household for many years. As a result of this development, my moving timeline has rocketed forward from months to a matter of days to a few weeks, and my need for moving logistics was out the window as I decided to make the move work though my personal car or through the means of a small rental if absolutely necessary. I call to cancel, then proceed to email ******************************* to do so as that was what I was advised to do. At this point, it's in the contract that my $800 deposit is non-refundable, but, as per my sales ***resentative **** *****, that it could be contested in the case of grave, urgent emergency. The contract seemed predatory and extremely anti-consumer as is, but I trusted my *** on good faith in the state of deep depression I was in at the time of my reserving. Days go by, and I finally get an email to which I find that no effort was made to even refund a cent of my money - and it leads into my overall point. I understood the contract, and honor the $800 lost if that's the hill they choose to die upon. What I find unacceptable though is the gross level of hostility and one-sidedness in their contract agreement, and the fact that I only have 3 days to choose if I need a refund on a service that is 6 months down the road. I write this not for my money, as much as I badly could use it for my current situation, I do this to hopefully protect other customers from **********************'s poor business model, and to encourage them to seek better options the don't make their profit off of predatory contracts.

  Business Response

  Date: 04/20/2025

  Hi there *****,

  We are extremely sorry to hear about your current situation with your mother and your experience with us. However, please note just like we stated in our email the reason why your refund was not processed was because you immediately filed a dispute with your bank before we could even review and respond to your cancellation email request. We cannot refund your deposit due to the pending dispute to avoid a double refund. The proper documentation has already been submitted to the bank and they will decide on a resolution to this matter. We wish things would've gone differently and you could've given us at the least the opportunity to review your request. However, we wish you the best and a prompt recovery for your mother.

  Thank you!

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23223812
  
  Not sure if you have any evidence to the claim that I filed a dispute, but I can attest that no dispute has been made. Secondly, the card on file is credit, there is no bank involved unless you're referring to my card holder. Your team is free and has my blessing to judge whether my request is worthy of refund, I've done nothing to hinder your efforts.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/21/2025

  Hi there *****,

  Thank you for getting back to you so soon. Your request is currently being reviewed. We would appreciate if you would contact our *************************** instead and avoid going back and fourth regarding your pending refund. Thank you!

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23223812
  

  I accept and appreciate you're decision to look into it, though I will keep this line active until a resolution has come through as a formality.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/15/2025

  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 have spend 21k. in moving from ** to *****. i called on 04/10 to schedule my move. I called today to confirm they have ethe drives on the way. I don't even own the property till 04/24. Now they are going to charge me re delivery fee. If not, I lose my stuff. They are scammers and im going to loose my stuff.

  Business Response

  Date: 04/16/2025

  Hi there *******,

  We are extremely sorry about your experience with us and deeply apologize for any stress caused. However, please note your items were picked-up on March 16, 2025 and initially requested delivery for April 16, 2025. Your delivery request date has now been changed to May 26, 2025 per your request. Please note that due to the size volume of your move we cannot keep loading and unloading your items as your request was received VERY last minute and your items were already on the way to your location. We understand things happen and your home isn't ready but we also ask that you understand that we need requests to be made in advance so our schedule can be accommodated with all clients needs. You have also not paid your delivery fee nor what the agreement was for as of yet per our files. We ask that you please provide an honest feedback so we can continue to improve our services.

  Thank you!

  Customer Answer

  Date: 04/16/2025

  
  Complaint: 23209328
  
  I am rejecting this response because: When I called on 04/01, I stated 04/26 not 04/16.  I even asked if it was going to cost me more. I was told no. I do not own the property until 04/24. Now if I did not' agree to the extra charge I would lose my items. Including the 11k I already paid. If I had not called yesterday to get my confirmation of my delivery date as I had not heard back. I would not have even known. When I signed up with you, I got call almost daily. ******* finally helped yesterday - I still do not have the written confirmation on my Total Delivery Fee: $11,000. No additional costs would be added. Delivery Date: 04/25 to 04/26.  I have only gotten verbal confirmations.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 04/16/2025

  In addition, you guys are charring ***** to delivery on 04/25 or 04/26 vs 4/16. My items where not icked up until 03/17. Thats $400.00 a day!

  Customer Answer

  Date: 04/16/2025

  correction. It's an additional $2,800.00. When I spoke to the drive today... when he called. He still had the wrong address, and I gave the correctly address again yesterday.

  Business Response

  Date: 04/16/2025

  Hi there *******,

  Once again we have paperwork signed by you that indicates and requests delivery for 4/16. You have already been in touch with the delivery company which indicated delivery for Friday or Saturday or within the next few days. Rather then keep going back and fourth, we ask that you please contact our *************************** for any future updates regarding your delivery.

  Thank you!

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23209328
  
  I am rejecting this response because: kindly provide  me a copy of the said signed copy by me for delivery on 4/16. Yes, I have been in touch with the driver because if I didnt pay the additional $2,800; My belongings woiuld  not be delivered on 4/26. Furthermore, Im still waiting on writrb confirmation that the total delivery cost is $11,000 and would not exceed that amount. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/13/2025

  Type:Billing 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 contacted the business on April 28, 2023, above, to relocate to another state. I decided to remain in my current location ( May 2023) and called to cancel a month before the original move date (August 2023). I have been emailing since June 29, 2023, about canceling the move. I was told by customer service to email ******************************** I have been trying to resolve this issue for over a year, and no resolution.

  Business Response

  Date: 04/16/2025

  Hi there,

  We are extremely sorry to hear about your experience with us. However, please note we have informed you several times that unfortunately, your refund cannot be processed as your cancellation request was received way passed our cancellation window making your deposit nonrefundable. However, we did inform you that your deposit can still be used as a credit for the next 24 months from the date of your reservation. For any further questions or concerns, please do not hesitate on contacting our *************************** for assistance.

  Thank you!

• Initial Complaint

  Date:03/13/2025

  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.

  We requested a cancellation in writing back on 7/15/24 and received a response stating we were eligible for our refund on 7/16/24. You may review the messages I am referring to in my attachments to this case. There was no dispute that we are aware of as we paid with an electronic check and can see the check was cleared back in July. When I spoke to a customer service representative today, they said they had no information to share, but they know that sometimes disputes can cause a delay with refunds. As I stated before, there was nothing to dispute. We simply cancelled our reservation, the company confirmed and said we were eligible for a refund. We dont understand why we are not hearing back from anyone when we write to ask for an update on our refund. Its unprofessional, unkind, and disrespectful. Weve done exactly what we needed to in order to get our refund and have been waiting for months now. Can you please answer us and explain why we havent received our refund? When will your billing department issue our refund? Were concerned this is not a legitimate business as there seems to be no upper management that takes accountability. Theres no contact from management or anyone when we email and we have emailed dozens of times now asking for help. When we call the only numbers (customer service) were asked to email the same address, and we do. No can transfer you to speak to a manager either or someone within the billing department. Weve yet to receive the assistance weve been seeking as no one will provide us with an answer as to what is causing the delay and when we can expect a resolution. We want others to be aware of the awful treatment from this organization. No one should be robbed and scammed like this.

  Business Response

  Date: 04/16/2025

  Hi there,

  Thank you for reaching out. We are deeply sorry for any inconveniences this delay may have caused. We have sent this request to the ****************** for review and to investigate why the refund has taken so long. Once again, we are extremely sorry for any inconveniences this may have caused and appreciate your patience and understanding through this process. Should we require any additional assistance, we ask that you please contact our *************************** for any questions or concerns. Thank you!

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23064250
  
  I am rejecting this response because: We have not received any communication from Star ******************************* or our refund. Each time we call customer service we are directed to email accounting and they never respond to her emails or process our refund.We have reported this company to the Florida Attorney General for fraud.

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

  Business Response

  Date: 04/28/2025

  Hi there Mr. ******************** last phone interaction with you was in February via as well as via email correspondence. As previously mentioned, our team has your file and is currently being reviewed as we have a new management team in place going over all pending files. We are extremely sorry this has been taken longer then expected but we sure do appreciate your patience and understanding.

  Thank you!

• Initial Complaint

  Date:03/06/2025

  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 placed a deposit of $2200 on Tues., 4 March 2025 with a moving company. There were suppose to be a small pickup and another large pickup at a later date. When the company arrived on the 5th of March for the small pickup. I notice that the truck was very beatup and the placard on the truck was made out of cardboard. The contact wanted to make a comeplete pickup. He was unaware or the split pickup. Then there was the increase in moving fee that I was told about. I refuse to let them increase the cost after the contract said one price. And he wanted to change that price. Anyway, the company stated that I would not be receiving a refund. If I cancelled I would loose the deposit. I did not let the company pack me up. There were too many variables that did not seem right or had been changed. They were willing to let me reschedule, but I did not.

  Business Response

  Date: 03/06/2025

  Hi there *******,

  It seems like you forgot to mention a few key points that transpired during your moving process. You had several request that unfortunately do not align with our company policies. Unfortunately, we cannot provide a free service. You wanted a free service stating you couldn't pay anything upon the pick-up of your furniture which our agreement clearly states 50% of the remaining balance needs to be paid upon the pick-up of your furniture and the rest upon the delivery. Our ***************** Representative also spoke with you and you wanted to reschedule your move for May 2025 and then ultimately you decided to cancel your check. No refund is owed or will be owed due to the cancellation of your payment. We ask that you please do not spread false accusations about our company when you keep telling us one thing but completely indicate otherwise in your review. Some trucks are older then others due to the volume of moves performed every month but we can assure you that truck was in perfect condition to get your items loaded and delivered without issues. Should you required a fancier truck, you could've let us know ahead of time so we can ensure such accommodation beforehand. 

  Thank you!