Complaints

This profile includes complaints for Colonial Van Lines Relocation Division LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Colonial Van Lines Relocation Division LLC

  1441 SW 29TH AVE, STE 300 Pompano Beach, FL 33069

• 

  Colonial Van Lines Relocation Division, Inc.

  101 W Ohio St Ste 2000 Indianapolis, IN 46204-4204

• 

  Colonial Van Lines Relocation Division LLC

  80 S 8th St Ste 900 Minneapolis, MN 55402-8773

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:06/20/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Complaint Against: ************************************************* Date of Initial Transaction: May 28, 2025 Transaction Amount: $2,184.65 (refundable deposit)//Complaint:On May 28, 2025, I contracted ************************************************* for moving services and paid a refundable deposit of $2,184.65. However, I canceled the services that same day, and ************************************************* promptly acknowledged my cancellation via email, confirming the refund was being processed.On May 31, 2025, I followed up to check the refund status. Representative ********* ****** replied, indicating the refund was still in process and would take 710 business days to ******* June 8, 2025, no refund had been received. I followed up again but received no response. On June 10, I reached out once more, stating that I would need to dispute the charge if the matter remained unresolved. Still, I received no reply.On June 20, 2025, I contacted my credit card company and was advised that no refund attempt had ever been made by *************************************************.I find this conduct deeply disappointing and unprofessional. I am requesting the immediate return of my $2,184.65 deposit, along with written confirmation that the refund has been processed.//Additional Context: I am a disabled veteran, and I expect to be treated with transparency, respect, and accountabilityespecially when dealing with reputable service providers. The failure to return my deposit and the lack of communication is not only financially disruptive but also distressing.//Supporting Documentation: I have attached relevant email communications that verify the timeline of events and the companys acknowledgments.///Desired Resolution: Full refund of $2,184.65 and confirmation of refund processing and timeline.

  Business Response

  Date: 06/30/2025

  We are writing to confirm receipt of the complaint filed by Chaakaa ***** against our company, ******************************************************* (CVL).
  
  The customer contracted our company to perform the relocation of their household goods from **************** to ********** GA.
  
  We are regretful that Ms. ***** did not have a pleasant moving experience. Management has attempted to contact the customer to discuss the file, however our attempts have been futile. Currently, Ms. ***** has filed a dispute with her credit card merchant against CVL, until this matter is resolved there will not be any funds credited. 
  
  Sincerely,
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23498185
  
  I am rejecting this response because:

  
  I am rejecting ************************************************* response because it contains false information. The company claims they attempted to contact me, but I have received no phone calls, voicemails, or email responses from them whatsoever beyond my original submission. My original complaint included email documentation clearly showing that I reached out to ************************************************* multiple times without receiving a single reply after my refund processing time had passed. 
  
  In one of my emails, I explicitly stated that I intended to dispute the credit card charge due to their failure to issue the promised refund. Colonial acknowledged receipt of my refund request and confirmed that it was being processedyet the refund was never issued, and they ceased all communication.
  
  
  Their claim that they attempted to contact me is completely inaccurate, and I stand by my original complaint. I respectfully request that this matter remain open until it is resolved with a full refund.
  
  Sincerely,
  
  Chaakaa *****

  Customer Answer

  Date: 07/01/2025

  Thanks for the clarification! Here's a revised version of your addendum that reflects that ******* email was a follow-up rather than a confirmation:
  
  ---
  
  **Addendum to BBB Complaint Against ************************************************************ would like to clarify that I did not proceed with a move through ************************************************** and therefore, I do not have a "moving experience" to report. My contract with the company was both initiated and terminated on the same day.
  
  Additionally, I am including an email from the representative *****, who was following up with me after the cancellation. In this message I confirmed the identity of the individual, ********, that called to cancel, and the dates are clearly documented on the email.  The cancellation call initiated a series of acknowledgment emails from the company, along with a stated promise of a refund.
  
  I am submitting this addendum to ensure my complaint accurately reflects the nature and timeline of my interaction with **************************************************************

  Business Response

  Date: 07/03/2025

  As previously cited, at the time of the complaint submission there was an open chargeback for the amount of $2,184.65. ************************************************* have reported to the merchant that we will not dispute the chargeback. Therefore, the customer will receive the funds directly from her bank.

  Business Response

  Date: 07/03/2025

  As previously cited, at the time of the complaint submission there was an open chargeback for the amount of $2,184.65. ************************************************* have reported to the merchant that we will not dispute the chargeback. Therefore, the customer will receive the funds directly from her bank.

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ******** and I am accepting the businesss response solely because they have stated they will not dispute the chargeback initiated through my credit card company. However, I find it disappointing and unacceptable that I had to take that step in order to get my money back.

  The company never initiated a refund on their own, despite multiple contacts and a clear cancellation request. It should not require a customer to file a chargeback just to receive the refund they are owed. This experience reflects poorly on their customer service and overall accountability.  That said, I find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  ChaaKaa *****

• Initial Complaint

  Date:05/22/2025

  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.

  Moving company quoted a price and showed up a double the price and terms. Never mentioned anything about the things that drove the price and said they should have told us and they were being dishonest

  Business Response

  Date: 05/27/2025

  We are writing to confirm receipt of the complaint filed by ****** ******-***** who contracted our company to perform the relocation of household goods from ***** MD to ***************, and we are regretful for the unpleasant moving experience.
  
  Mrs. ******-***** required additional items to be packed at the time of the pickup that was not originally relayed to the reservation department. This would result in an increase in the total cost of the move by $313.00. Management spoke with both the customer and her husband on the day of the move and explained this extensively. In addition, there was more items to be transported as well. However, to appease the customer we waived the additional weight as a good faith gesture, this resulted in a discount of $846.64 that was applied towards the file. 

  Dispatch is currently scheduling the delivery of the shipment.

• Initial Complaint

  Date:04/24/2025

  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.

  Colonial vanline employees were instructed not to touch my laundry room during move. they ignored the request and pulled out a still-connected washing mashine causing more than $10,000 worth of water damage.

  Business Response

  Date: 05/05/2025

  We are writing to confirm receipt of the complaint filed by ***** ********* against our company, ******************************************************* (CVL).
  
  Ms. ********* contracted our company to perform the relocation of her household goods from ******** ** to ***********
  
  We are regretful that Ms. ********* did not have a pleasant moving experience. She filed a claim for damages and based on the option she elected at the time of pick up, the claim settlement was allocated accordingly. In relation the property damage sustained, the workers did not disconnect the item as our contract prohibits any removing, disconnecting of appliances or anything bolted to the wall due to liability reasons. Therefore, *** nor its affiliates are responsible for the damage.
  
  The necessary refund documents will be emailed and once signed and returned, the refund will be processed accordingly. Please allow up to 30 days for refund processing. Thank you.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23246330
  
  I am rejecting this response because: the mover most definitely pulled the washing machine out while it was still connected. They did not disconnect it in order to move it, it disconnected  when one of two movers  pulled the washing machine out. I had indicated that morning to the lead mover, that the laundry room items were staying behind. My husband had already packed up all his tools. The 2nd mover went downstairs, wrench in-hand, asking my husband how to turn the water off. My husband ran upstairs, saw all the water running out, and took said wrench to turn water off as quickly as he could. I reminded them that the laundry room items were to stay behind. Because this was located on the second floor, we tried our best with all items in laundry room to soak up as much of the water as possible. It took at least thru the next morning for the water to soak thru the floor into the next floor ceiling. At that point we already had a flight to catch so we moved the last few moving boxes into the garage and got some quotes for repairs as our house needed to be fully vacated within 2 weeks.
  
  Sincerely,
  
  *** Lilia *********

  Business Response

  Date: 05/07/2025

  Management has been in communication with Ms. ********* in regard to her claim of the damage to her home derived by the movement of the washing machine. While there is no admission of guilt by either ************************************************* or its affiliate, to appease the customer, we will issue a good faith gesture of $2,500.00; this was half the estimate the customer presented. The necessary document has been forwarded to the customer for signing and once received back in the office the funds will be disbursed appropriately within 30 days. 

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of this year I contacted ************************************************* over the phone to request a quote for a move from my old home in ***** to my new home in *****. I expressed many concerns about quality and care of my move. I also explained previous bad experiences. The person on the other end of the call was very reassuring. Many promises were made and broken. My initial call was for a great moving company with a good reputation. I explained previous moves that were unprofessional and uncaring. I also stressed that I wanted the company I hired to be the ones handling everything with quality professional movers doing quality professional work. I expressly said I did not want our move to be sold or farmed out to another company. I was verbally guaranteed that ************************************************* does not use other companies and uses only the best qualified individuals to protect and care for my belongings. On moving day, a very unprofessional driver showed up in an unmarked small truck with no other help present. He was from a different company that they had hired. It was at the last minute of the arrival window and it took an hour for two people to show up to help. Neither of these people were qualified in any way to move us. The entire crew began grabbing items and putting them on the truck with no wrapping or protection whatsoever. I had stressed that I wanted all glass and my tv protected by cardboard and handled with care. I had to teach this crew how to wrap and protect my items. They still tried to put some items on the truck in unprofessional and haphazard ways. I paid extra for protective items. I was told shelves from my garage would be disassembled. They were not. All in all, these movers became the worst I have ever experienced and I am completely unhappy that they would outright lie about their professionalism and care. I am asking for the initial deposit to be returned due to their misrepresentation of their service and quality of work. Thank you, ****** **********

  Business Response

  Date: 04/21/2025

  We are writing to confirm receipt of the complaint filed by ****** ********** against our company, ******************************************************* (CVL).
  
  Mr. ********** contracted our company to perform the relocation of his household goods from *********, ID to *********, ***
  
  We are regretful that Mr. ********** did not have a pleasant moving experience. His relocation has been fully completed, and management has been in contact with him to apologize for the inconvenience experienced during the move.  
  
  Currently we are waiting to review the claim form that he will be submitting for missing/damaged items. When the claim is finalized, we will contact him with the claim details. In addition, he will be compensated an additional $300.00 for level of service issues. Thank you.
  
  Sincerely, ****************************************************** Inc. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23218074
  
  I am rejecting this response because: $300 does nothing to make up for the promises not kept and the amount of inconvenience these falsehoods caused. I expect a full refund of my initial deposit due to this misrepresentation. Anything less would be ridiculous.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 04/30/2025

  ************************************************* is extremely remorseful that we were not able to meet Mr. ********** expectations surrounding his relocation. However, the request to return his initial deposit is not warranted. The contractual agreement entailed transporting his household goods from ***** to ***** with partial packing, while there were situations that were less pleasing to Mr. *********** a service was still rendered. ************************************************* is recognized as an authorized household carrier with their own fleet of trucks and equipment. Yet, we reserve the right to utilize our corporate agents within the network to assist in the event a ************************************************* truck is not readily available. This is enclosed within the contractual agreement that Mr. ********** signed (please see attached, page 11 of 17). The good faith offer of $300.00 will remain.

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23218074
  
  I am rejecting this response because: The original contact with Colonial over the telephone was filled with promises that were not kept. I had a very bad experience with another mover years ago. I told my story and expressed how I did not want any of those things to happen again. Here's a brief description of those events.

  1. I spoke of the other company using a subcontractor and that I was looking for a top notch mover that did not use that practice. I was verbally guaranteed that "Here at Colonial, we do not use outside companies and we will be the ones to move your belongings. " The mover that showed up was not Colonial Van Lines.

  2. I spoke of the other companies small truck and unprofessional movers. I was verbally guaranteed that Colonial would be using their own truck and professional moving employees. I was told I need to be able to have an 18 ******* in front of my home. There was no space limitation for this to happen. The truck that showed up was a small, dirty box truck. It was dirty inside and out. The driver was not professional in any way and arrived alone with no help. He was obviously not a Colonial employee as promised. It took an hour for his helpers to arrive and they knew nothing about moving or caring for our belongings. Again, these were not Colonial employees.

  3. I spoke of the other companies mishandling and uncaring treatment of our belongings. I was verbally guaranteed that Colonial would be very careful and that all glass cabinets, tv's, etc., would be wrapped in cardboard. I was also promised there would be mattress bags for my mattresses and furniture would be protected with plastic. These unprofessional movers proceeded to just grab our belongings and take them out. I had to personally tell them what I was paying for and expecting. They grudgingly started to come up with ways to do this by grabbing what scrap cardboard they could find on the truck. Nothing was new or clean. Multiple times I caught them trying to sneak items out without protecting them. 

  4. I spoke of the other companies usage of storage during the move. I was told that Colonial would keep my belongings on the same truck and deliver in a few days within our arrival. Our goods were put in storage and delivered on a different truck. The truck and crew were also not from Colonial. Throughout the entire move, I never saw or interacted with a Colonial employee. I was guaranteed a premier experience by a premier company. 

  All these promises that were made convinced me that Colonial would be a good choice for this move. It turns out I could never have been more wrong. I was promised and lied to from the very beginning. Verbally making guarantees and then not coming through is unethical, rude, and downright wrong. I will forever remember this terrible experience. The offer of $300 is a slap in the face to someone who believed the promises being made. There is something to be said for honesty and integrity. It is sad that Colonial is not showing either one.

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

• Initial Complaint

  Date:04/06/2025

  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.

  Four movers from ************************************************* packed and moved all our belongings in ** in June '24. The belongings were stored in their warehouse until Sept '24, when they brought them to *** 1)They conducted the initial box estimate through a ph interview, during which we described all items room by room. After, different **** called us to ask how many boxes we needed. 2)The mover in charge reviewed the items in the house and agreed on the # of boxes. He later realized he didnt have enough, so WE purchased boxes + wrapping paper. 3) They didnt number the boxes or provide an inventory. This was crucial, as we were told 2 weeks ago that we couldnt be reimbursed for the lost items since we couldnt account for the lost boxes. 4)We had to call the movers attention many times. They were not wrapping paintings or picture frames. They were stuffing them into boxes with other unwrapped items. Many valuable pieces broke. 5)They left without ensuring everything was packed and in the truck. 6)They made a hole in the wall. When we told them, the manager acted as if it were funny and didnt intend to fix it. We asked him to buy spackle since our supplies were packed, and he did, but he didnt bring any tools to apply it. 7)Their April 4 resolution letter says that since we signed the inventory sheet upon delivery, it confirms receipt of all items. Remember, they didn't number these, so don't know how many boxes are missing. The movers unloaded everything in about 6 hrs and left quickly. The claims *** told us to list everything we had lost and to find links for those items or as close to a match as possible. We sent photos of the broken items. We spent numerous hours conducting this research. They offered $2,500, minus $500 deductible. We ***orted $7,609 in damage & lost items. Colonials resolution letter states that this experience must be kept confidential if we accept the compensation. We havent signed the letters. By ***orting this, we risk losing all possible compensation.

  Business Response

  Date: 04/16/2025

  April 16, 2025
  
  We are writing to confirm receipt of the complaint filed by ********* ******* against our company, ******************************************************* (CVL).
  
  Ms. ******* contracted our company to perform the relocation of her household goods from *****, ** to ***********, ***
  
  We are regretful that Ms. ******* did not have a pleasant moving experience. She filed a claim for damages and management has been in communication with her to discuss her account. She was advised that based on federal regulations, the claim should have been denied as she failed to note any exceptions at the time of delivery. She was initially offered a good faith gesture of a $2500.00 claim settlement with a $500.00 deductible. That has since been increased to a total payout of $3300.00 with a $500.00 deductible, in which she will receive $2800.00.
  
  The necessary refund documents will be emailed and once signed and returned, the refund will be processed accordingly.Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely, ****************************************************** Inc. 

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23168555
  
  I am rejecting this response because Colonial has not sent us the email with new proposed reimbursement amount ($3300.00 with a $500.00 deductible, in which we should receive $2800.00).

  The only email we have received is with the old amount of $2,500. That is why we haven't responded to this communication, because we were giving Colonial time to send us the new offer.

  Once I receive the email with the updated information, I'll close the case.
  
  Sincerely,
  
  ********* *******

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

  Business Response

  Date: 04/30/2025

  The revised settlement agreement was emailed to Mrs. **** on Monday, April 28th. If it's not directly in the inbox, please check the spam folder. Thank you for your attention in this matter.

• Initial Complaint

  Date:04/03/2025

  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.

  BE WARNED! Thieves, filthy storage and ruined my house and things. This mover is absolutely criminal and should be barred! They told me that I would have UNLIMITED storage WHICH WAS THE ONLY REASON WHY I WENT WITH THEM. My storage had no limit and would be renewed month to month based on the agreed per lb amount in my contract. Well first they refused to provide weight tickets as I requested which lead to them constantly changing the weights which they claimed later came in WAY lower than the original weights, no refund though in fact they CHARGED ME MORE PER POUND AND COULDN'T EVEN MULTIPLY to explain how they came in with the number they demanded (literally could not do math), a large number of furniture and my walls and flooring in my new home were DESTROYED!!!, rat infested fridge, wasp nests over my wood furniture as well as rat droppings on ALL OF MY BATHROOM TOWELS AND BEDDING AND CLOTHING, not only that but they worked with a local subcontractor mover GLASS CITY MOVERS who REFUSED to store my things and would work together with colonial and call me sometimes daily threatening (literally threatening) me they would throw out my things if I didnt pay them more than $3k WITHOUT ANY REASON IN excess of the contracted ESTIMATE AND SUDDENLY TOLD ME THAT THE WEIGHT WAS WAAAAAY LOWER THAN WHAT THEY initially PICKED UP!! So all in all after 2 years of storage literally daily harrassing calls, with violent and quite aggressive people who Lied about their names and roles demanding random amounts with no documentation. It was literally the worst moving storage experience of my life and I have used at least 4-5 movers in my life. So unbelievably unprofessional incompetent thugs threatening me and many of my personal belongings had to be thrown out because of the rat infestation and wasp nests. Repulsive people and repulsive service. The literally stole over $3k and ruined my walls and flooring.

  Customer Answer

  Date: 04/15/2025

  Charges were agreed upon based on $13.05/day
  2/22/22 through this invoice date is 751days (see attached)
  751 days x $13.05 = $9800.55
  
  
  They didnt apply my paid amounts as credits to this correct storage amount and just resent the invoice as this latest is attempting to charge me more than agree and roughly DOUBLE around $26/day. 
  

  they refused delivery unless I paid them in advance and the day of threatened not to unload my stuff. They refused to share the location of my stored items as well and destroyed my flooring walls and my expensive wood furniture. Sometimes Daily and always weekly calls and texrs harrassing me to pay them different amounts and refusal to calculare the amounts correctly. Over paid $3k

  Business Response

  Date: 04/18/2025

  April 18, 2025
  
  We are writing to confirm receipt of the complaint filed by ****** ******* against our ********************************************************** **** (CVL).
  
  Ms. ******* contracted our company to perform the relocation of her household goods from ******, ** to *****************, ***
  
  We are regretful that Ms. ******* did not have a pleasant moving experience. Management has been in contact with her to apologize for the inconvenience experienced and to discuss her **********. Pietras was advised her claim finalized for $710.00 and we are adding an extra $300.00 for the lack of communication, for a total refund of $1010.00. Additionally,Ms. ******* was charged accordingly for the SIT, as we do not operate on the premise of free monthly storage. This is noted in the agreement.
  The necessary refund document has been emailed for her review and when signed and returned the refund will be processed accordingly. Please allow up to 30 days. Thank you.
  
  Sincerely,
  Colonial Van Lines,**** 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23158788
  
  I am rejecting this response because:

  they told me the weight estimates were 80-90lbs lighter than the estimates, never refunded. They continue to misrepresent weights and REFUSE to give me weight tickets for the delivery which prove they stope my items. They did serious damage to my home (walls and florring) and expensive irreplaceable items and infestation of rats and bugs in my items (whole nests destroyed my wood shelving) all my bath towels and bathing items were infested with rat droppings as was my fridge which now if not fully functioning, 

  they refused to tell me where my items were located even after the Police told them they would need to make it available so I could check on my things.
  

  they threatened me for 1.5years with daily harassment and threats.  they overcharged me more than $3k plus damages and missing items. I agreed to settle this claim against Colonial and Glass City Movers for $3k just so I could be done with them. 

  I developed a medical issue with my voice directly (SD) related to the stress of the constant stress and daily harassment and threats that they would be getting rid of my things. 

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

  Business Response

  Date: 04/30/2025

  Ms. ******* came entered into a Binding Estimate agreement with ************************************************* to transport ***** pounds. The contractual agreement was Binding as opposed to a Non-Binding. With a Binding estimate, even if the weight came in less, Ms. ******* will still be charged based on the weight of ***** pounds. The weight tickets reflect a total weight of ***** pounds. While not contractually obligated, we will honor the actual weight of ***** pounds. The price per pound of the shipment was $1.26. The difference between the estimated weight and the actual weight is 88 pounds. Once multiplied by the price per pound of $1.26, the refund Ms. ******* will be entitled to is $110.88. While we're not able to honor the request for $3,000.00 based on the contractual agreement, to appease the customer and bring matters to a resolve, we will add an additional $500.00 to the previous offer extended. This will be the final and maximum offer extended.

• Initial Complaint

  Date:04/02/2025

  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.

  This business is operating in bad faith and with negligence. My belongings were picked up March 13th to be delivered March 27th. At the date of pick up i was treated with bad faith by the representative picking up my belongings. I was lied too by the moving representative in order for charges to be inflated. I confirmed delivery myself on March 26th, 24 hours before scheduled delivery. During my delivery window, i called again to see when i could expect their arrival and was told they were not coming and it would be another week (April 2nd). I was told by a manager that was the quickest delivery available. I confirmed delivery twice, on April 1st and the morning of April 2nd that my belongings were to be delivered between 12-4PM on April 2nd. At 2:45PM, i received a call from Colonial first asking me if i have heard from the driver. I said no. They then told me my belongings were not coming today because they had another customer to deliver. I was told delivery could possibly take place on April 5th at the earliest. On both delivery attempts, i was not properly notified of any changes to my delivery windows in a timely manner. On both attempts i had to take the day off work and change my schedule, resulting in significant lost time and wages. I have been sleeping on the floor and have accrued expenses in order to live without my belongings. I requested to speak to a manager and was told no one was available. I have no assurance that my belongings are safe or there whereabouts.

  Business Response

  Date: 04/08/2025

  We are writing to confirm the receipt of the complaint filed by ******* ****** against our company, ******************************************************* (CVL).
  
  Mr. ****** contracted our company to perform the relocation of his household goods from ***************** to ************
  
  We are regretful that Mr. ****** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences he experienced and to advise him of an adjustment of $450.00 applied towards the balance. Mr. ****** shipment was delivered on April 4th.
  
  We thank you for your attention to this matter and we invite Mr. ******* to contact our office directly with any questions or concerns at his earliest convenience.
  
  Sincerely,
  

  Initial Complaint

  Date:03/18/2025

  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.

  On March 8, I book with ************************************************* for a relocation job a week later I will receive a promotion and decide to cancel this job on March 11. I call ************************************************* to cancel and ask for a They informed me that it would take 3 to 5 business days for the refund to be received back to my account during that process, I continue to just call to check on the status of the refund and it is now March 19 and I still have not receive my refund has expected. I have given this company the benefit of the doubt after doing some research a little more in debt, I found out that they give individuals to run around when it comes to getting their refund. I just want my moneyback for a job that was scheduled for June 7 but was canceled on March 11, the fact that it text them quickly to take peoples money, but take a longer time to refund peoples money is crazy. I have just a receipt of my job being canceled. Continue to check on the status. They told me its still in processing, but its more than 3 to 5 business days.

  Business Response

  Date: 03/19/2025

  We apologize for the delay, the refund was processed 3/18/2025. Thank ****************************************************************************** Inc.

• Initial Complaint

  Date:03/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that ************************************************* give low ball moving estimates in order to get the contract. They do a virtual tour of all items being moved, and provide a binding estimate. They estimated my move to be $3,742.43. On moving day, they told me that oops, its actually going to be $5,647.00. I did not add even one single thing to justify the increase of $1,904.57. They say the estimated weight of the truck vs the actual weight of the truck is that much. But they wont say why the estimate was so far off. At that point, you have no recourse but to loose your deposit already given which was $2,043.35, and pay for another mover.Moving date was 12/13/2024 Estimate # *******-CV-R2

  Business Response

  Date: 03/19/2025

  March 19,2025
  Job Number:    1283488-CV
  
  We are writing to confirm receipt of the complaint filed by ******** ******* against our *************************************************************** (CVL).
  
  Ms. ******* contracted our company to perform the relocation of her household goods from **************,** to *******************, ***
  
  We are regretful that ********** did not have a pleasant moving experience. Unfortunately, due to ********** filing a bank chargeback, we are unable to discuss any possible compensation at this time. In the event the chargeback is reversed, we will be in contact with Ms. ******** Thank you.
  
  Sincerely, ****************************************************** Inc. 

• Initial Complaint

  Date:03/10/2025

  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.

  Colonial estimated that a "shuttle fee" of $483 would be needed for delivery of our delivery due to the fact that a semi-truck could not access our delivery address. Colonial sold our business to another company called ***********. Posh picked up our stuff in a 26ft truck delivered it on a 26ft truck. A semi-truck was never used and therefore the "shuttle" upon delivery was not needed. I protested this prior to making final payment and colonial refused to unload our items until they received payment in full. I have spoken to numerous customer service agents at ********************** and have gotten several different stories as to why we still have to pay this. They have charged us for a service not provided.

  Business Response

  Date: 03/12/2025

  We are writing to confirm receipt of the complaint filed by **** ****** against our company, ******************************************************* (CVL). 
  
  Mr. ****** contracted our company to perform the relocation of his household goods from ******* ** to ********** ***
  
  We are regretful that Mr. ****** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and to discuss the matter. He was advised the requirement for the usage of the smaller truck- 26ft in order to complete the move. As a gesture of good faith, we have informed Mr. ******* while the service was warranted to appease him as our client, we will share the expense with him. The necessary refund document has been emailed for her review and when signed and returned the refund will be processed accordingly. Please allow up to 30 days. Thank ********************************************************************************** Inc.