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:08/19/2024

  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 contracted ************************************************* to move me from **********, ** to ********, **. They sub-contracted the job to *********************** out of ******, **. On 6/3/24 they picked up my property in a rented 20 foot Penske truck, which was my first clue that I should be concerned. My property barely fit. Since I didnt have a permanent address in ******** when my property was picked up, arrangements were made for them to store it in a climate controlled warehouse for up to two months. I was able to find a condo pretty quickly once arriving in ********. After a delay in escrow I had to push out the delivery date for my property a couple of weeks. On 7/9 escrow closed and I notified Colonial that I was ready for delivery. My delivery window officially began on 7/15. After many phones calls and lots of date switching Colonial informs me that legally they have 30 BUSINESS days to deliver. That was news to me. In their contract it only references that any estimated delivery date is not guaranteed. Then, they provide a new delivery window of Aug 5th - 18th. I repeatedly called for updates, leaving messages and at this point Im not getting any calls back. I finally called ************** who seemed a little more sensitive to how long it was taking for delivery. On 8/13 delivery is finally made. Most everything looks okay although I suspected my furniture was not stored in a climate controlled warehouse. Then, I see the foam comforter layer for my Sleep Number bed. It was soiled with an unknown substance and filthy dirty. Disappointing because Id been sleeping on a couch for weeks. I refused to have it in my house and had them put it back on their truck.I obtained a quote from Sleep Number for replacement, which was $733. I had purchased additional moving insurance from ***** Insurance with a $500 deductible. They agreed to payout $233.00. That leaves $500 which I feel Colonial and L&J Hotshot should be responsible for paying given the gross condition of the mattress.

  Business Response

  Date: 08/26/2024

  August 26, 2024
  
  We are regretful that ************ did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience she experienced and to discuss an amicable compensation to resolve her concerns. We have come to an agreed settlement in the amount of $800.00 to be refunded to her by the agent assigned to her relocation. This amount includes $500.00 for the mattress deductible and $300.00 for the delays.
  
  We thank you for your attention to this matter and we invite ************ to contact our office directly with any questions or concerns at her earliest convenience. Thank you.
  
  Sincerely, ****************************************************** Inc. 

  Customer Answer

  Date: 08/26/2024

   
  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:08/02/2024

  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.

  For my move from ******** to *******, I was told my belongings would be picked up sometime between July ***** in ******** and delivered sometime between July ***** in *******, **. On July 15, I got a call from the driver stating he would be at my house on the 16 for pick up. I pushed back because I was not yet packed and was expecting them to pick up after the 19th. I got a call the following day from the driver stating he would now be picking up my stuff on the 17th. I again push back because I was still packing. They ended up picking up my stuff on July 18. When the driver arrived, he rudely told me because I was not ready for the pick up on the 16th, he was stuck in a hotel not working. I brushed it off given my agreement with the company was for pick up after the 19th, yet I was able to make the 18th work and accommodate the drivers request to pick up early. At the pick up - the movers asked for a tip - I was not aware a tip would be required during this part of the process. They made it seem like I was obligated to give a tip at this point since they had my stuff on the truck. It is now Aug. 2 and I still do not have my belongs that were supposed to be delivered by July 30. On a call with supervisor, I was told it could be up to 30 more days before my stuff will be delivered. Throughout the process, I have not received any updates on my delivery unless I call. Each time Ive called, Ive been treated with rude behavior.

  Business Response

  Date: 08/14/2024

  August 14, 2024
  Job Number:  1448121-CV
  
  We are writing to confirm receipt of the complaint filed by ********************* against our company, ****************************************************** (CVL).
  
  **************** contracted our company to perform the relocation of her household goods from ***********, ** to *******,***
  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience experienced with the delivery delay. Ms. ******* delivery has been completed and compensation of $450.00 was deducted from the balance due upon delivery.
  
  We thank you for your attention to this matter and we invite **************** to contact our office directly with any questions or concerns at her earliest convenience. Thank you.
  
  Sincerely, ****************************************************** Inc. 

• Initial Complaint

  Date:08/02/2024

  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.

  The contract was signed on 4/29/2024.The final contract value was $16,066.34.Relocation of goods including approximately 30 days storage from *******, ** to *********, ***I am issuing this dispute due to delayed multiple delays during the collection and delivery of the items, property damage, several unforeseen additional costs due to a poor estimate, and finally 90% of the goods were damaged, destroyed and/or lost during the process.After my claims the business offered by phone a partial refund of around $830.00 based on $0.60 per pound per article, I didn't accept it since I understand this should be applicable in case of traffic or personal incidents, not in case of unprepared manpower and negligence during the collection and storage of the goods what was clearly the case.

  Business Response

  Date: 08/16/2024

  August 16, 2024
  Job 1408787-CV
  
  We are writing to confirm receipt of the complaint filed by ********************************************* against our company, ************************************************** **** (CVL).
  
  ************** ********** contracted our company to perform the relocation of his household goods from *******, ** to *********, ***
  
  We are regretful that ************** ********** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience he experienced and to discuss an amicable compensation. He has been offered a settlement in the amount of $2305.08. This includes waiving his billable balance of $805.08, his claim for $832.00, but was then increased to $1,000.00, as a gesture of good faith by the claims department, and an additional $500.00 courtesy refund for the overall level of service.  
  
  The necessary refund documents have been emailed to him for his review and once signed and returned the refund will be processed accordingly.Please allow up to 30 days for processing. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22082093
  
  I am rejecting this response because: the estimated values to repair and/or replace the damaged items are far below the actual item values, only the mattresses that were replaced cost more than that.
  
  Sincerely,
  
  *********************************************

  Business Response

  Date: 08/26/2024

  While we remain regretful that ************** ********** did not have a pleasant moving experience, the detailed settlement below is the maximum refund extended as no further compensation is warranted. As previously stated, he has been emailed the offered settlement in the amount of $2305.08. This includes waiving his billable balance of $805.08, his claim which finalized at $832.00,but was increased to $1,000.00, as a gesture of good faith by the claims department, and an additional $500.00 courtesy refund for the overall level of service. Should he change his mind, all he needs to do is sign and return the document and the refund will be processed accordingly. Thank you.
  
  Sincerely, ****************************************************** ****

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22082093
  
  I am rejecting this response once again because: the estimated values to repair and/or replace the damaged items are far below the actual item values, only the mattresses that were replaced cost more than that.

  Besides the material damage that was cleared caused by negligence of *********** Lines and their sub-contracted teams, the total experience dealing with their team is still a nightmare, they claim I didn't select and paid an extra option for insurance that in my point of view would cover damages caused by traffic incidents, not negligence.

  As I already stated by written to ************************************************** the minimum I can accept to remove this claim is $8,000, although this won't cover all damaged items, this will minimize my losses and avoid legal fees in case we end up at court.  

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

  Customer Answer

  Date: 08/27/2024

  Dear *** or Madam,

  I received the information this complaint will be closed telling the company replied, after all this company caused to me and my family, this is really frustrating.

  I kindly request you to reconsider, please see additional communication attached.
  

  Sincerely,

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

   

   

   

   

• Initial Complaint

  Date:07/18/2024

  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 contacted ************************************************* for a move from ******** to ***. My husband and I have moved frequently as we are both retired US Army I have a complete packet put together on this entire move. Worse move ever. This process started in May 7, 2024 with *********************** with a promise and our payment of ******* and after that it all went downhill. ****** passes us off on a case manager *******-who was zero help( who I immediately complained about)Then we get an email from ************************************* with another inventory list to complete so now we have inventoried with 3 people and not one shared the information except the Shirea. So the inventory we turned into *********** and ******* did not get to the transporters and they came with a half full boxed truck which would have never worked in the first place. We have an almost 3000 square foot house and we made sure to include all that was going. We knew we had about 8-9 thousandish pounds.So movers came at 430pm and left at 0230am after telling us they would be there on the 3 and showed on the 5th....it was awlful - if we had not staged everything we would still be there. We leave headed to WV-CVLines call about storage - no storage needed we will be home in time for the 15th delivery. They put it in storage anyway and then want to charge us.We got home had a storage unit by the 13th. We got our items on the 1 July. They were late. Got lost. The driver **** knifed the truck in the storage place that took over 2 hrs to fix. Then the driver and TC left truck at bottom of hill and my husband and the local *************** did all the moving. They came with sandals on- like what? one *** stayed on the truck whole time and other one walked up and down the hill w a cart-dropping things and throwing things. So many other things, the Owner **** said that the driver hit a deer on the way which was why our items were not on time. I ask them they said No we did not we are looking at paying ************************************************* no more.

  Business Response

  Date: 07/30/2024

  We are writing to confirm receipt of the complaint filed by ********************************************** against our company, ************************************************** **** (CVL).
  
  ********************************* contracted our company to perform the relocation of her household goods from ********, ** to ******, WV.
  
  We are regretful that ********************************* did not have a pleasant moving experience. Management has been trying to reach her to apologize for the inconvenience she experienced and to discuss her account, however all attempts were futile. Her relocation was booked at 8641lbs. for $16,673.01. The final weight of the haul was 9140 lbs.for a total of $17967.97; inclusive of a $1294.96 billable balance.  Considering the inconveniences experienced, the billable balance of $1294.96 owed to the agent assigned to her relocation has been waived. She has been emailed the notice of this. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 08/01/2024

   
  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:07/09/2024

  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.

  On 6/15/2024 I paid a $3,895.57 deposit for relocation services from ** to ** with a three day window for pickup and delivery and the guarantee that no outside contractors are used, only company employees. Not only were contractors used (Colonial calls them agents), the pickup and delivery window were both missed multiple times and current delivery estimates are over 3 weeks out from initial pickup. The binding estimate they provided when I hired them was also altered upon the driver's arrival. ************************************************* has no idea where my belongings are; they hired contractors that stole from me, looked through my belongings, refused to provide the initial weight of the truck (so that I could determine the accuracy of charges upon delivery), and indicated that he would alter (add to) paperwork after it was signed. I have incurred multiple unplanned expenses based on the dates and information they have provided and failed to meet. ************************************************* has ceased to give me any information or response in writing and says they've called or left messages when no missed calls show or messages arrive.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  Job Number:    1457062-CV
  
  We are writing to confirm receipt of the complaint filed by ***************************** against our company, ************************************************** **** (CVL).
  
  ***************** contracted our company to perform the relocation of her household goods from **********, ** to *****, ***
  
  We are regretful that ****************** did not have a pleasant moving experience.Management has been in communication with her to apologize for the damage incurred and to discuss her account. She is currently in the claims process and when the claim is finalized, she will be contacted with the compensation details. $590.00 will be added to the claim refund for the delays and overall inconvenience. In addition, the carrier office will provide a separate refund of $272.00 to ******************.
  
  We thank you for your attention to this matter and we invite ****************** to contact our office directly with any questions or concerns at her earliest convenience. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 07/24/2024

   
  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. If ************************************************* fulfills the settlement terms detailed in their BBB response, we will consider the complaint resolved. Their response to the BBB provides written intent, which we have not personally received. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/02/2024

  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.

  Moved in January and movers showed up in February. They came in the rain and one driver wreaked of beer. They were supposed to weigh the load in front of me and didn't. I was charged ultimately $3700 than what was quoted for $1500 at delivery and I paid a $1500 deposit. ****** stated that they took out belongings in a hutch and repacked them which was for the additional costs. That was not in the agreement. A box of my shoes, belts, and some clothing was lost. Other boxes were crushed and some china was chipped. ************************************************* wanted to give me $200 for this. I deserve the overage I was charged.

  Business Response

  Date: 07/16/2024

  We are regretful that **************** did not have a pleasant moving experience and we will work diligently to satisfy her concerns.
  
  Management will be in communication with her soon to apologize for the inconveniences experienced and to assure her that all issues will be resolved. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21934250
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/18/2024

  
  July 18, 2024
  
  As previously stated, we are regretful that **************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience experienced and to discuss her account.
  
  **************** was scheduled to load only 36 items, however the movers loaded 78; a difference of 42 items. In addition, she had items packed inside of a hutch; we require only dressers, etc., to be emptied prior to being loaded to avoid damage. The additional items/weight incurred an additional fee of $1,640.00 as the price per pound is $1.60. **************** signed paperwork agreeing to the services and the associated fees prior to loading.
  
  While the charges are valid, we have rescinded the original good faith gesture refund of $200.00 and increased it to $450.00. This is the maximum compensation extended.
  
  **************** will be emailed the necessary refund documents for her review and once signed and returned, her refund will be processed. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:06/27/2024

  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 used ************************************************* On august of 2023 after selling my home. The Pick up and loading of my homes items was professional and to be expected. The items were placed in storage in ********, ** until my wife and I found a home. We ended up renting in ** while searching for a permanent domicile. The items were shipped and unloaded to the rental home this past November 2023. The move was chaotic and the movers were incredibly rude and unprofessional. Upon discovery that 3 huge items were missing I refused to sign the paperwork indicating the "delivery was successful". The delivery men became enraged/agitated and stated, " you better sign this". I refused as I was missing $3,000+ of my belongings. In the last 8 months I have contacted the company and provided evidence that these items were lost and I deserve compensation. They continue to send form e-mails stating their working on my case. Furthermore, the current movers (to my new home) have stated that I need to contact you after explaining my experience with the aforementioned moving company. I was also informed they charged us 50% above standard charges for moving from the state of *******. Anything you can assist with would be a sense of salvation met with sincere gratitude.pS-- I have all the correspondence but unable to attach Regards, ******************************* ******

  Business Response

  Date: 07/11/2024

  
  We are writing to confirm receipt of the complaint filed by *********************** against our company, ************************************************** **** (CVL).
  
  **************** contracted our company to perform the relocation of his household goods from *********, ** to *********, ***
  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences experienced and to discuss his account. He has been offered a settlement of $2298.69. This includes waiving the billable balance owed of $298.69 and $2,000.00 for missing items and level of service. The necessary refund documents have been emailed and once signed and returned, the refund will be processed accordingly.Please allow up to 30 days for refund processing.Thank you.
  
  Sincerely,
  ************************************************** **** 

  Business Response

  Date: 07/24/2024

  We are writing to confirm receipt of the complaint filed by *********************** against our company, ************************************************** **** (CVL).
  
  **************** contracted our company to perform the relocation of his household goods from *********, ** to *********, ***
  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences experienced and to discuss his account. He has been offered a settlement of $2298.69. This includes waiving the billable balance owed of $298.69 and $2,000.00 for missing items and level of service. The necessary refund documents have been emailed and once signed and returned, the refund will be processed accordingly. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:06/24/2024

  Type:Order 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.

  Job ID: ************ Payment Amount: $2600 Date of Incident: August 30, 2023 I want to highlight the serious concerns regarding Colonial's unethical business practices that take advantage of people during a chaotic process like moving out. I declined an offer payment made months ago because it did not reimburse me for the additional moving charges I incurred.Their broker business model leverages subcontracted movers, which tries to absolve them from any accountability while they profit. They have dealt with previous legal issues before and I hope this also highlights their questionable practices.During my move, these subcontracted movers arrived late despite my repeated warnings of the potential financial penalities for their tardiness. Colonial failed to provide a reasonable estimate and instead opted for an unreasonable time window of a few days. As a "moving company," one of the most basic things they should know with certainty is what time their movers come -- but because they subcontract, they can't meet basic expectations. I incurred significant building fees of $400+ for their negligence and was only offered $100. But the offer was not out of sympathy but instead to waive any right to complain or **** Their attempt to buy my silence echoes similar complaints on Yelp, reflecting a pattern to inflate their ratings rather than provide fair services.I urge the BBB to investigate Colonial's business practices to protect consumers from further exploitation. My intent in sharing this detailed report is to provide transparency and caution against engaging with Colonial or similar moving brokers.

  Business Response

  Date: 07/07/2024

  We are writing to confirm receipt of the complaint filed by ***************************** against our company, ************************************************** **** (CVL).
  
  ****************** contracted our company to perform the relocation of his household goods from *******, ** to ************, **.
  
  We are regretful that ****************** did not have a pleasant moving experience. Management has attempted to reach him to apologize for the inconveniences he experienced and to inform him we have increased the refund from $100.00 to $500.00. The necessary refund documents have been emailed to him and once signed and returned the refund will be processed accordingly.
  
  We thank you for your attention to this matter and we invite ****************** to contact our office directly with any questions or concerns at his earliest convenience. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Business Response

  Date: 07/24/2024

  July 24, 2024
  
  We are regretful that ****************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and to offer him a refund.
  
  To resolve his concerns, we have come to an agreed upon refund of $500.00. $400.00 will be provided by the agent assigned to his relocation and $100.00 to be provided by CVL.
  
  Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 07/25/2024

   
  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:05/14/2024

  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.

  Not only was my furniture delivery late (I was at my new home for 10 days without furniture). They kept pushing my order back and delaying it multiple times, and when it finally arrived messed up my flooring in delivery. Movers literally moved the rugs in my bathroom to cover where they ruined flooring in the adjacent laundry room. They also banged up the wall in there as well. Multiple boxes had rodent f**** and urine and contents had to be deep cleaned.They received photos immediately from the issues experienced and started a claim process. I was not able to get a claim from my apartment and flooring company quickly, but still have sent everything as theyve been following up, ******************************************************* have ignored 4 attempts to contact them since sending the claims from the flooring company.This company lies, takes your money, and dodges all accountability. Your furniture will arrive late, covered in rodent feces, and Colonial will do everything to avoid you. Spend more and use a better company.

  Business Response

  Date: 05/20/2024

  ******************** was emailed another claim form and once received, it will be processed according to the terms of her contract. Once finalized, she will be contacted with the details. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:05/02/2024

  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.

  I was quoted for a move in which I received my goods on March 16th 2024. I requested a physical weigh in which I was present due to what I believe was an overestimation of the weight of the goods. The actual weight was about half of what they had charged me. I contacted Colonial when they sent me a survey and they contacted me and stated they would speak to financial department as I requested a refund for the overcharge. I have sent several emails and attempted to contact the agent that was assigned to my case and I have been waiting for weeks. My calls and emails have not been returned. I have included photos of the weight of the truck before and after my goods were delivered and a copy of the estimate for the move.

  Business Response

  Date: 05/16/2024

  May 16, 2024
  
  Job Number:     1390651-CV
  
  We are writing to confirm receipt of the complaint filed by ******************* against our company, ************************************************** **** (CVL).
  
  ************** contracted our company to perform the relocation of her household goods from *************, ** to *********, **.
  
  Management has been in communication with her to discuss her concerns. ************** mentioned the weight came in less than estimated and she wished to be refunded. She was advised that since she booked at ***** lbs.minimum, she was still charged based on the binding estimate of that weight even if it comes in less.
  
  Her job was closed out the job at the original estimate and ************** was informed that there is no remaining balance due on her account.
  
  We thank you for your attention to this matter and we invite ************** to contact our office directly with any questions or concerns at her earliest convenience.
  
  Sincerely,
  ************************************************** ****