Business Profile

Moving Brokers

Colonial Van Lines Relocation Division LLC

Headquarters

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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

Customer Complaints Summary

64 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

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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:01/30/2025
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.
I contacted ************************************************* to move my property/belongings from ************ ******* to **************** for $5,959.51. The move was a horrible nightmare. A lot of my property were missing and/or damaged. Their claims department said they would only pay $0.60 for my damages because that was the insurance that I agreed to prior to the move; thus would only compensate for about $248. For the amount and extent of damages that I sustained during this move, $248 is an insult on top of everything else.
Business Response
Date: 02/12/2025
February 12, 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. Management has been in communication with her to apologize for the inconvenience experienced and to discuss her claim. She was advised the claim settled at $90.00, a couple items not covered were granted for a total of $258.00. As a gesture of good faith, we have increased the final compensation to $350.00. 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, ****************************************************** Inc.
Customer Answer
Date: 02/14/2025

Complaint: 22877258

I am rejecting this response because:

Sincerely,

******** Choice
Business Response
Date: 02/25/2025
On the day of pickup, Ms. ****** was presented the two options as it relates to additional coverage in the event there would be damage while the shipment is in transit. Ms. ****** chose to waive the additional coverage and opted to have the shipment transported under the standard valuation liability of $.60 per article. Please note, ************************************************* have made a significant provision in the contractual agreement. Per regulations, the claim settled at $90.00, however again to appease Ms. ******, we extended a good faith gesture to a maximum offer of $350.00. No additional compensation is warranted.
Customer Answer
Date: 02/26/2025

Complaint: 22877258

I am rejecting this response because:

Sincerely,

******** Choice
Customer Answer
Date: 02/26/2025
Good afternoon.
It sounds like the company is saying y property was stolen and damaged because I didn't buy bigger insurance coverage. I was already paying them over $6,000 for quality moving service. Instead they called and basically said I had old, junks, and lucky to get $300 something offer. They moved damaged my cherished belongings and stole what they could all because I didn't give them tip during the packing, even though I promised tips upon arrival and did tip the two movers $500. My property was also delivered on Christmas day or else. On Christmas day, can anyone imagine this horror.
Business Response
Date: 03/02/2025
February 12, 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. Management has been in communication with her to apologize for the inconvenience experienced and to discuss her claim. She was advised the claim settled at $90.00, a couple items not covered were granted for a total of $258.00. As a gesture of good faith, we have increased the final compensation to $350.00. 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,
************************************************** ****

2/26/2025
On the day of pickup, Ms. ****** was presented the two options as it relates to additional coverage in the event there would be damage while the shipment is in transit. Ms. ****** chose to waive the additional coverage and opted to have the shipment transported under the standard valuation liability of $.60 per article. Please note, ************************************************* have made a significant provision in the contractual agreement. Per regulations, the claim settled at $90.00, however again to appease Ms. ******, we extended a good faith gesture to a maximum offer of $350.00. No additional compensation is warranted.

Customer Answer
Date: 03/04/2025

Complaint: 22877258

I am rejecting this response because:

Sincerely,

******** Choice
Customer Answer
Date: 03/04/2025
The reason is my property/belongings were damaged and stolen, I feel, because I did not buy the companies higher insurance coverage, and pay there drivers "initial" tips after packing. The company also showed little to no empathy about my loses, only to note that my property were old and worthless. The compensation offered is an insult, considering my immense lose. My belongings were prescious to me otherwise I would not have paid so much to move them. The lack of care and missing belongings, the day of delivery, and the follow up call from their list department all communicated little regards for my pain and suffering.
Business Response
Date: 03/12/2025
March 11, 2025
As previously stated to Ms. ******* on the day of pickup, she was presented the two options as it relates to additional coverage in the event there would be damage while the shipment is in transit. She chose to waive the additional coverage and opted to have the shipment transported under the standard valuation liability of $.60 per article. Please note, ************************************************* made significant provisions in the contractual agreement. Per regulations, the claim settled at $90.00, however we extended a good faith gesture to a maximum offer of $350.00. No additional compensation is warranted nor will be provided. She has been emailed the necessary refund documents for review and once signed and returned her refund will be processed. Thank you.
*************************************************, Inc.

Customer Answer
Date: 03/12/2025

Complaint: 22877258

I am rejecting this response because: the compensation is too low.

Sincerely,

******** Choice
Business Response
Date: 03/17/2025
************************************************* have made a significant provision in the policy to appease the customer. We have negated the contractual agreement that was signed accepting the standard valuation liability of $.60 per pound per article and extended $350.00 as opposed to the warranted $90.00. No further compensation will be granted.
Customer Answer
Date: 03/18/2025

Complaint: 22877258

I am rejecting this response because:

Sincerely,

******** Choice
Initial Complaint
Date:12/30/2024
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 was quoted a delivery date of 12/17 to 12/22. The pick up date was 12/13/24. I was not told the driver would not be going direct toTexas for my delivery.I kept calling the van line and was not given a deliverydate until 12/23 when a representative of Colonial called me and said my shipment would be leaving California 12/24 and shewould update me later in the week to an exact date. The date they delivered was 12/28. I had paid for my daughter to fly out and spend Christmas with me. We had no beds,couldn't cook, no furniture, etc. The van line wants tocompensate me $250 for delivering later than the promised time. I feel this is insufficient. I am lodging a complaint that the van line had a week to deliver my shipment, but instead doodled around in ********** causing my shipment to be late. I cannot find an email from the van line stating that I was advised that the van line would not be following me to ** within a few days. I can understand if they were to pickup another shipment on the way, but this was not the case. It turns out ************************************************* subcontracted my job to ************* Moving. Job #*******-CV-A.
Business Response
Date: 01/04/2025
January 4, 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. Management has been in communication with her to apologize for the inconvenience with the delivery delay. While we aim to honor the dates provided, the dates are estimates due to any unforeseen circumstances that may occur. Unfortunately, delivery could not be completed within the window, and Ms. ***** was compensated $210.00 ($30.00 per day for each day delayed) upon delivery.

In addition, the agent assigned to her relocation has refunded the $62.40 overpayment. Thank you.

Sincerely, ****************************************************** Inc.
Customer Answer
Date: 01/08/2025

Complaint: 22747616

I am rejecting this response because:
Colonial sub contracted my move to another company who did not fulfill my delivery date as promised. Instead the van line stayed in ********** for a week and a half delaying delivery. My household arrived AFTER Christmas. I had family flying in to spend holiday here. No beds, furniture or kitchen. Compensation of $30/day not enough. I will be submitting a claim for 5 broken Waterford crystal glasses and items that are missing. Colonial was negligent by hiring out my job causing my shipment to be late and destroying my holiday.

Sincerely,

**** *****
Business Response
Date: 01/17/2025
January 17, 2025
Currently, we are waiting for Ms. ***** to return our call to discuss her account and kindly ask for a few more days with this complaint. We will reply with the resolution as soon as possible. Thank ************************************************************************************ Inc.
Customer Answer
Date: 01/23/2025

Complaint: 22747616

I am rejecting this response because:

Sincerely,

**** *****
Business Response
Date: 03/19/2025
March 19, 2025

Management offered Ms. ***** a settlement of $250.00.This is in addition to the $210.00 that was deducted from her balance due for the delivery delays. She declined the $250.00 refund, but should she change her mind in the future, the refund will be processed. This is the maximum compensation that will be extended to Ms. ****** and we consider this complaint closed. Thank you.

Sincerely, ****************************************************** Inc.
Business Response
Date: 03/19/2025
March 19, 2025

Management offered Ms. ***** a settlement of $250.00. This is in addition to the $210.00 that was deducted from her balance due for the delivery delays. She declined the $250.00 refund, but should she change her mind in the future, the refund will be processed. This is the maximum compensation that will be extended to Ms. ****** and we consider this complaint closed. Thank you.

Sincerely,
Initial Complaint
Date:12/20/2024
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 made an agreement with ************************************************* and their employee, Drexel. He assured me that my items could be delivered on Thursday December 19th. I received a call from the driver who said it would be delivered the week of the 23rd. I told him that was not the agreement and he said his supervisor said that it could be delivered on Thursday the 19th. I spoke also with ******* *****, an employee of Colonial who said that there was no guarantee of delivery and I said that was not what i was told and then she assured me that it would be delivered on the 19th. I received a call the morning of the 19th that my items would be delivered between 2pm and 6pm. The items and the truck never arrived and i called all the numbers I had, but was unable to reach anyone. The next day I called Colonial and they stated that the truck was overloaded and that it would not be delivered until 12/24/2025. I stated that was not acceptable and I wanted either my stuff delivered to the agreed upon location or returned to the pick up location immediately. They called back and said that the driver was sick and that they found another driver and the truck would arrive on the 23rd. I have spent hours of my time and it has caused me considerable stress. The move is for my mom, *** *****, who is suffering from dementia, depression and is bed bound. She is on hospice and this stress is taking a toll on her. Colonial has offered ****** off the original price, but that is not acceptable. They were unable to keep their word and it is now costing me hours of my time and stress to both my mother, myself, my wife and several of my mom's care givers. The extra time i have with care givers also costs my mother additional money. I believe this is a practice of enticing customers to believe they will get what they want and then not provide the service that was promised. They have fine print buried in their contracts that give them the breadth to do whatever they want. I should be refunded half the quoted cost
Business Response
Date: 12/23/2024
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 delays. While we aim to honor the dates provided, the dates are estimates due to any unforeseen circumstances that may occur.Unfortunately, delivery could not be completed within the window, and he will be compensated $75.00 per day for each day delayed as opposed to the standard $30.00 per day. This compensation will be deducted from his balance due upon delivery, which is scheduled between 12/23/2024-12/24/2024. Thank you.

Sincerely,
************************************************** ****
Customer Answer
Date: 12/24/2024

Complaint: 22714839

I am rejecting this response because:
I was assured that the move could be completed by the 19th of December 2024. I told the sales person that if it could not be dune within that time frame I could complete the job myself for under *******. He said it could be done. I will accept a refund of the money paid to colonial can lines in the amount of *******. from my research I have found that the company knowingly deals in fraudulent behavior in making customers believe moves can be completed in a timely manner when in reality they will not be completed in such a manner.
My move involved my elderly mother who is on hospice. Having her furniture and belongings arrive prior to her arrival was paramount. She underwent extreme stress without her belongings. This has been an extremely stressful and anxious time for her. Colonial can lines only amplified the situation.

Sincerely,

***** *****
Business Response
Date: 01/04/2025
January 4, 2025

As previously stated, delivery could not be completed within the window, and therefore he was compensated $75.00 per day for each day delayed as opposed to the standard $30.00 per day. No further refund is warranted and will not be provided. Thank you.

Sincerely, ***********************************************************
Customer Answer
Date: 01/07/2025

Complaint: 22714839

I am rejecting this response because:
I believe I was misled intentionally by ************************************************* staff. I told the agent that I would not do it if delivery could not be done in time. He assured me that it could. Delivery was not done in the promised timeline which caused a lot of chaos for my mother who has dementia. I could have done the job myself in a timely manner at significant savings to me. I chose to relieve myself of the stress and rely on ************************************************** They in turn caused more stress as there were several days where I did not know where my things were and they were unable to tell me. They initially said that the truck was overloaded and had to make other stops. Then they change their tune and said the driver was sick. I believe they were intentionally lying and trying to avoid any kind of reimbursement. After doing much research I see this is a common thread with this company. That is why I have reached out to the better Business bureau as they are somewhat governors of business practices. I'm sure internal memos would prove that ************************************************* was not acting forthright or honest.

Sincerely,

***** *****
Initial Complaint
Date:12/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contract was signed on 9 October for an Interstate move which ************************************************* then subcontracted out to a entity doing business as "*****************************". The subcontractor revised the estimate by a sum of approx. $4k and demanded that they be paid the full contract amount before loading although I paid more than a $3k to ************************************************* as a deposit, with the rest due upon delivery. According to *************************************************, the subcontractor negligently left a complete truck of expensive ******************* unsecured on the streets of **********, and the truck was supposedly stolen with no idea of what remained, and they refused to disclosed location or submit photos of the other goods. The Manager **** ***** advised that I complete the move of the remainder of the furniture and get a storage and that ************************************************* would compensate. Colonial refused to provide their insurance info, and after much debate they claimed the vehicle was recovered but would not provide proof of content and tried to trick me into signing a settlement and confidentiality agreement which was represented as a delivery authorization form. They sent a semi to my new residence with the driver demanding a payment of $5k although I have no idea what was on the truck and what remained of my family's life belongings. They stated that if I didn't pay, they were taking it to an undisclosed storage and charge an extra $2k plus daily rate until they received the $5k. This is clearly gross negligence at best, and theft at worst. This is clearly extortion. I demand the remainder of our belongings for inventory and assessment at no further cost!
Business Response
Date: 12/23/2024
Job Number: 1512383-CV

We are writing to confirm receipt of the complaint filed by **** ****** against our ********************************************************** **** (CVL).

Mr. ****** contracted our company to perform the relocation of his household goods from **********, ** to **********, ***

Unfortunately,prior to his delivery the truck was stolen. The police located the vehicle shortly thereafter with everything still intact. The lock wasnt even ***************** has been in communication with Mr. ****** to apologize for the incident that occurred and advised him that as a gesture of good faith,$1500.00 would be deducted from his balance due. He was told this is separate compensation and that he still will be able to file a claim for any damaged and/or missing items.

However, ********* requested his entire balance due be waived and refused to pay it when the agent assigned to his relocation attempted delivery. Due to non-payment,the goods were placed in a storage unit. We have attempted to reason with *********, explaining that as stated in his contract, the full balance due must be collected before the truck is offloaded. We are now at a stalemate as he refuses to pay his bill. We continue urging him to reconsider, reminding him that the storage fee increases the longer he doesnt pay, but as of now we are at a stalemate. We are ready and able to deliver as soon as payment has been made. Thank you.

Sincerely, ****************************************************** ****
Customer Answer
Date: 12/23/2024

Complaint: 22664830

I am rejecting this response because: ************************************************* is blatantly lying in regards to their attempts to resolve the Gross Negligence of their company and it's subcontractors. They outright refused to provide any proof that the stolen truck contained the all of the contents loaded onto the vehicle. As depicted in the attachments provided for evidence, you can clearly see that ************************************************* attempted to silence me via a confidentiality settlement which also would include their subcontractors. It is unreasonable to think that following a theft of this magnitude that a company would expect that a customer would continue payment without them providing evidence that they have anything left. This. Company is unethical and highly unprofessional, as they represented themselves as "movers" when in fact they handled this move as "brokers" and as such the proper federal authorities ha e been contacting for action, as well as the District Attorney. ********* ****** and ***** ***** (the two supposed supervisors who mishandled this) have both lied regarding this matter and have done nothing but obstruct me from my family's valuables. ********* ****** misrepresented the settlement agreement as though it was a delivery authorization. The only thing correct in their response was that the vehicle was supposedly stolen, other than that they are outright lying as indicated. Documentation supports that fact.

**** ******
Business Response
Date: 01/04/2025
January 4, 2025

Our position remains the same, once he pays his bill, the delivery will be completed. We are ready and able to deliver as soon as payment has been made. Thank you.

Sincerely, ***********************************************************
Customer Answer
Date: 01/14/2025

Complaint: 22664830

I am rejecting this response because:
My position remains the same, just as that of this dishonest and thieving company.
In their previous response they stated that the lock had not been removed from the truck when it was "located".
That assertion was NEVER made in any previous correspondence. Furthermore, if THEIR subcontractors were complicit in the theft of the truck, surely they had the ability to reinstall the lock!
As evidenced, ************************************************* has refused every request to provide proof of the amount of my belongings that remained, and it is highly suspect that they refused.
This matter has been escalated, and will continue to be pursued to recoup all expenses and cost associated with the theft and hostage taking of goods, as well as the deduction of costs for ME having to pay for storage and third parties to complete the move out along with my loss of wages to do so.
************************************************* is in no position to demand anything further as my losses likely far exceed that which they are extorting/requesting.

**** ******
Initial Complaint
Date:11/04/2024
Type:Service or Repair 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.
I paid a deposit at ************************************************* and they were unable to meet the pick up dates. They continued to say it was the dispatcher unable to find someone. They did NOT communicate at all. They never called me back, I had to continue to call them back. They said there was nothing to be done but have them pick up after my lease expired which would be a $2500 penalty from my apartment complex. I had my father call to assist me and they have not returned any calls. They are an unreliable business that have no reason to be a moving company. I have not received any services for what I paid in a deposit.
Business Response
Date: 11/11/2024
We are writing to confirm the receipt of the complaint filed by **** ****** against our company, ******************************************************* (CVL).

Ms. ****** contracted our company to perform the relocation of household goods from ***********, ** to ********, ***

Management has been in communication with her to apologize for the inconveniences and ending service failure with the relocation. Her deposit was fully refunded 11-5-2024. We have also offered her an additional refund of $200.00 as a gesture of good faith. Thank you.

Sincerely, ****************************************************** Inc.
Customer Answer
Date: 11/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:10/30/2024
Type:Service or Repair 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.
We use the mover company The Colonial from ************ to *********** 1- they told me a price and they lied 2- they arrived the moving day late at 8:30 pm and they finished 2:30 am 2- they delivered our furniture late 3 days so we got to stay in hotel all this time 3- when they arrive they asked before they delivered to pay $2000.00 more 4- in addition of that the lazy driver asked us to pay $****** mor as the long hallways I complain to the company and they said they will refund me &****** and it is 3 weeks and not refunded I put my complain about this company and this is the worse company I had used all my life and will never recommend this company to anyone Pls need an action to resolve this matter
Business Response
Date: 11/12/2024
We apologize for the inconvenience with the long carry charge for Mr. ******** The agent assigned to his relocation refunded the $271.00 owed to Mr. ******* on 10/31/2024. Thank ****************************************************************************** Inc.
Customer Answer
Date: 11/12/2024

Complaint: 22495681

I am rejecting this response because:

Sincerely,

**** *******
Business Response
Date: 11/15/2024
Mr. ******* asked for and received the $271.00 refund from the agent assigned to his relocation on 10/31/2024. No further refunds are warranted nor will be provided. Thank **************************************************************************** Inc.

Customer Answer
Date: 11/18/2024
They said they refund me , but till Friday 11/15/2024 is not been posted in my account
so I called my credit card and I disputed the charges of 271.00
I had enough from this company which Ill never recommend them to no body
Customer Answer
Date: 11/18/2024
Sorry, they refund the ****** to my wife account
although is been taken from my account
Initial Complaint
Date:10/06/2024
Type:Customer Service 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.
We are deeply disappointed in the poor quality of service and customer support we received during our move from ********** to *****. We did not want a subcontractor (************* Moving) assigned to our job, but were given no alternative option by ************************************************** From the very beginning of the job we had issues.A list of more specific details is outlined in the attached PDF.We have called both companies repeatedly during this ordeal and tried to be as patient and respectful as possible but no one has taken any action to resolve this situation. No one has offered any form of compensation despite consistently documenting these problems.
Business Response
Date: 10/11/2024
Please remove this duplicate.....see #********
Thank you.
Customer Answer
Date: 10/16/2024

Complaint: 22387395

I am rejecting this response because: you have 2 separate business listings on the BBB website.
The complaint should be fairly represented on the site to inform consumers of the unprofessional conduct of your company.

Sincerely,

******* ******
Business Response
Date: 10/21/2024
***************************************************** **** and Colonial Van Lines Relocation Division are two separate companies. Ms. ****** booked her move with ************************************************** **** and therefore this complaint has nothing to do with Colonial Van Lines Relocation Division. Thank you.

Customer Answer
Date: 10/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:10/02/2024
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.
I needed to do a cross country move and chose ************************************************** I had numerous problems with them and was never told that they would transfer my move to a 3rd party company. I experienced delays in move pick up and delivery dates. My final bill was almost double the initial quote I was given at the time of delivery. My request to be at the scale to see if the quote was correct according to truck and item weights, was not honored even though Colonial sent correspondence to their 3rd party user *******. Upon delivery of my items, the workers from ITX were rude, smelly and threatened to drive away with my items because they hadn't received their pay for the job and would not unload my items from their truck until they received payment and my signature. They also did not provide me with a copy of the inventory list of items to verify all items were delivered. The delivery drivers did not unload my items into the rooms designated upon arriving, they left them all in my garage and dining room stating, "They only got paid to drop them off not move them into the house." The entire situation was so confrontational that I called Colonial while they were at my house to report the problem. I almost had to call the police. They said they needed to go to the gas station to get water and would come back but never returned. After sorting through boxes, I realized items were missing and some of my items were damaged and broken. I ended up having to call and pay $500 for new movers to finish the job. Colonial offered to take $400 off my bill but only if I signed an agreement to release them from responsibility of this fiasco. I refused because that didn't make up for what happened as a result of their negligence in this matter. The cost of my property loss surpasses $2,000, their final claim resolution offer of $105.00 is not acceptable as hush money. I had to throw out my entire home gym because the most important part of the Pulley system was missing.
Business Response
Date: 10/11/2024
October 11, 2024

Job Number: 1421354-CV

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. Her relocation has been fully completed and management has been in contact with her to apologize for the inconvenience she experienced with her move.

Currently we are waiting for Ms. ******* to call us back to continue the resolution process as she requested more time. Thank you.

Sincerely, ****************************************************** Inc.
Customer Answer
Date: 10/16/2024

Complaint: 22370055

I am rejecting this response because:
Yes, Colonial has reached out to me but they have not offered compensation or satisfactory resolution of their negligence in my move at this time. I have been told that management has gotten involved but there has been resolution in this matter as of today. I was told that they are still doing further investigation. They need to come up with a satisfactory solution and then I will be willing to close this case. I have provided all the documents necessary to justify my claims, it is up to them to show efforts in next steps to resolve this case. I want a refund of my deposit and that would be satisfactory as resolution but my items lost are not replaceable.

Sincerely,

*** *******
Business Response
Date: 10/25/2024
October 25, 2024
Job Number: 1421354-CV

As previously stated, we are regretful that Ms. ******* did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience experienced and to discuss an amicable compensation. She has agreed to receive, from the agent assigned to her relocation, a settlement of $2537.66. Ms. ******* will be emailed the necessary refund documents, and once signed and returned, the agent will send funds via check to the mailing address she specified. Thank you.

Sincerely, ****************************************************** Inc.
Initial Complaint
Date:09/16/2024
Type:Delivery 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.
I hired ************************************************* to do our move from ******, ** to *********, ** and paid $2,565.26 their "reservation fee" on 7.8.24. - Pickup date happened on: 8.12.24. 1. Issue with dispatch: The amount that was promised saw a huge increase after the walkthrough and inventory analysis (please note that this was done over the phone prior). It went from $5,931.40 ? $8,129.04 (37% increase) 2. Major delays: the back and forth with the dispatch had us wait for 4 hours until service started. We had to leave at night to drive with my wife 7 months pregnant. - Promised delivery date: between 15th and 21st of August. Note that we had our house on the 15th and I asked several times to expedite given that we had no furniture. 1. On Saturday the 17th of August I receive a call from *************************** (our Account Manager) that our delivery was going to happen on the 21st. So my wife and I took time off. Around 9am of that same day we receive a call from ***** saying that a "small" delay was going to happen. It was pushed to the 24th (3 days delay) 2. Saturday (24th) I called twice to confirm the delivery and was told that was going to happen. After a few hours I called again and was told that was going to happen on Sunday (25th) instead. At this point my wife was very uncomfortable and highly stressed (which is bad for our baby) as we were told multiple times that "individuals" were delaying our move which was a lie our stuff NEVER left the truck and no one shared it (confirmed by the movers). 3. Fortunately I had forgotten a airtag on a drawer and could track the truck that was sitting in ***** the WHOLE TIME so they were lying about the "individuals" that delayed our move and about our delivery time. Stuff did not arrive till Tuesday (27th). ********************* (Supervisor) lied several times about delivery and offer a laughable amount of money back for distress. On top of that the movers arrived at 7pm and left 1h40am and left broken boxes in the garage.
Initial Complaint
Date:09/03/2024
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.
*Initial Engagement: In mid-July, I contacted ************************************************* (CVL) for a moving estimate. The agent assured reliable, direct service without brokers, providing a non-binding estimate of $4635.97 for the move (approximate furniture weight: 4500lb), plus $521.50 for shuttle service and $64.30 for a bulky item, totaling $5221.77. A deposit of about $2000 was collected, with assurances of accuracy as long as major items were listed. *Service Execution: The pick-up window was Aug14-15, with a delivery range from Aug19-Aug31, covering best (Aug19) and worst (Aug31) case scenarios, deemed unlikely unless extraordinary circumstances arose. Adjustments made to the item list on Aug10 didn't significantly alter the estimated cost. Notified on Aug12 of a scheduled pick-up for Aug14 (8AM-12PM), I attempted to reschedule to Aug15 due to other deliveries, but CVL couldn't accommodate so I rented truck to pick up the furniture from **. On Aug13, while returning from **, I confirmed the timing, learning my pick-up was moved to Aug15 without prior notice. A dispatcher on the morning of Aug14 called me and informed me of a 12-3PM arrival; with my flight on Aug16 and apartment keys due on Aug15, I agreed under pressure. Tracking via an Apple AirTag in my daughter's backpack revealed my furniture was stored in ******** for over 2 weeks, with delivery initially set for Aug30-31, then possibly delayed to Sep2, arriving Sep1. *Exorbitant Final Charges: Surprisingly, *** hadn't moved my items; Easy Relocation, claiming to be 'agents' not 'brokers,' handled it. The final bill was $7482.57, including $6691.57 for the move, $727 for shuttle service, and $64 for the bulky iteman increase of $2260.80, nearly 50% over the estimate. Required to pay $5355 before unloading, I complied to avoid further issues, suspecting manipulative weighing or gross underestimation. I request a refund and an adjustment to the original estimate of $5221.77, citing poor service, delays, and misinformation.
Business Response
Date: 09/16/2024
September 16, 2024

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 his account. Mr. ******** was advised he will receive a refund in the amount of $700.00; $350.00 from the agent assigned to his relocation and $350.00 from CVL. In addition, the agent has waived his billable balance owed of $128.47. He has been emailed the necessary refund documents, and once signed and returned his refund will be processed.

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,
************************************************** ****

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Colonial Van Lines Relocation Division LLC is NOT a BBB Accredited Business.