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:04/10/2024

  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 hired ************************************************* to relocate me and my wife from *******, ** to **********, ** on April 5, 2024. The services I elected was pickup, furniture disassembly, loading, transport, unloading, and reassambly. I specifically was asked if I wanted to include packing services and repeatedly said no. I also stressed that I needed same-day delivery, and the sales associate said that wouldn't be an issue. Lastly, I asked if they would disassemble my treadmill and the associated (***************************) said yes. The day the movers arrived, everything was packed and in boxes... however, I was still charged a "packing materials and labor" fee of $741. The movers would not take apart the treadmill, and the price was over ***** dollars more than what was estimated. They also didn't make delivery on the same day as promised - it was on the following day. What I would like to have the packing fee refunded to me at the very least. One item was bubble wrapped and box shards around three other things - and they charged me over $700 dollars for that. I didn't even want or ask those items to be wrapped, I was going to take them in my truck. However, I was in another room dismantling my treadmill while they were "packing" things and I by the time I got it done, things were already on the moving truck.

  Business Response

  Date: 04/17/2024

  April 17, 2024
  
  Job Number:     1403395-CV
  
  We are writing to confirm the 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 experienced and to offer him a refund, for the incorrect information he was provided, in the amount of $275.00. ************ has accepted the offer via return receipt of the necessary refund documents. Please allow up to 30 days for refund processing.Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:02/13/2024

  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.

  They picked up my stuff January 27 and gave me a window of delivery from the Feb 2nd to the 17th. DELIVERY, not to be shipped out but to be delivered. Then when I havent heard any updates in a few days of when I was going to pick up and be in transit, I called the service line and was assigned a customer service rep named Rontisha.Side note,They also charge me way more than they estimated while picking up my stuff saying that they had to box and stuff. Additionally, and that I was overweight.Any who, She was less helpful and informed me that she would have to contact the dispatcher to get an ETA and update of delivery and that she would call me back within the hour . No call back.I followed up the next day assuming that she got busy or couldnt get a hold of him and she lied to my face and said that she wasnt in the office yesterday that she would be calling today and would follow up with me the next day. No call back.I was moving from ******** to **********, and had some other things picked up and shipped almost a week after they picked up my stuff to ship out( which majority was just boxes), and everything else was delivered.It has been almost 3 weeks and Ive had to contact customer service and claims management on my own because no one in this company will give me an update or has any idea where any of my belongings are. Supervisor called me and told me that my delivery date would be Friday or Saturday this week which would be the 17th then I get a call this morning that is now going to be between 18th and the 20th with no firm ETA again cant tell me where it is.They have taken over $3000 for me thus far and literally cant promise an ETA or where my stuff is even located at the moment.The absolute worst experience I have ever had, and I have moved quite a decent amount of times for work. This is just a money scam

  Business Response

  Date: 02/26/2024

  February 23, 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 *********, **.
  
  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 amicable compensation to resolve her concerns. She has agreed to a settlement of $500.00 and the necessary refund document has been emailed to her. Once signed and returned, the refund will be processed.Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:02/07/2024

  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 paid for 5 packers/movers only received 1,paid for tv boxes,picture boxes,mirror boxes and I receive none,paid for packing boxes 60 and only used 27,they damaged alot of my belongings, numerous items left unwrapped and just threw on the truck, left my couch on my patio because they stated that they had to leave and it was late,refused to present my with the actual weight of my items because they had another family items on the same truck,the whole move was mishandled from start to finish...I actually tried to cancel the day of because he showed up with no help and used boxes but the company said I would lose my deposit..they offered me ****** total for everything which is less than the items I purchased from them and didn't receive so I declined

  Business Response

  Date: 02/08/2024

  February 8, 2024
  
  We are writing to confirm the 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 she experienced and to resolve any outstanding issues. She was advised that her job was closed out at the original estimate and a refund of $4791.14 will be provided to her by the agent assigned to her relocation, Father & Sons Moving, ****
  
  ****************** has been emailed the necessary refund documentation and once signed and returned, her refund will be processed accordingly. Please allow up to 30 days for refund processing.
  
  We thank you for your attention to this matter and we are pleased that we have come to an amicable resolution. We invite ****************** to contact our office directly with any further questions or concerns at her earliest convenience.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 02/14/2024

  I have received a reply from ************************************************* but unfortunately given my history with the company they gave my account to  "Father and ***'s" I don't feel comfortable dropping the case at this time and strongly suggest that it remains open until a refund has been received 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21260193
  
  I am rejecting this response because:I have received a reply from ************************************************* but unfortunately given my history with the company they gave my account to  "Father and ***'s" I don't feel comfortable dropping the case at this time and strongly suggest that it remains open until a refund has been received
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2024

  ****************** was refunded 2/15/2024 via Zelle by the agent assigned to her relocation. Thank ****************************************************************************** Inc.

• Initial Complaint

  Date:01/10/2024

  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.

  My husband and I hired Colonial and worked with ************************* to facilitate our move from ***** to ********. We have a 500 lb safe and asked him if we needed to hire a professional safe mover and were told that they could move the safe for an extra charge. This was a large part of the reason why we used Colonial, because we did not have to hire a separate company to move our safe. Our job totaled $12,000 which seems insane but we were willing to pay that for a professional job. The movers in ** were great. Unfortunately the driver ran over a bunch of landscaping at the front of our neighborhood but that was the only concern on the loading side. When we got to ** it was an absolute nightmare. Our crew of supposedly professional movers actually consisted of 2 adult men and 3 teenagers, 2 boys and 1 girl and they were actually day laborers from *********. They were not even actual movers. Luckily my daughter speaks descent Spanish or we would have never discovered this. We were unable to communicate with the laborers. They put our furniture items in the wrong places. They had no tools and had no idea that we had paid extra for the disassembly and reassembly of our furniture. They said they couldnt get the safe off the truck (mind you they showed up with no ramp, no straps, or even a dolly to this move). When they decided they couldnt get the safe off the truck they were just going to leave with it until my husband made it clear that was not happening. I felt that we werent getting anywhere with Colonial as they were basically accusing us of lying saying the safe was already off the truck when it wasnt. They were wearing shirts with a company name so I called the company direct and was told they do not even operate in our city and they were being impersonated and we should call the police. Our safe is still sitting in our garage and we have a quote of $500 to move it in to our house. My husband has had to move and assemble our furniture himself after we paid $12,000

  Business Response

  Date: 01/22/2024

  January 22, 2024
  Job 1353532-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 failure to reassemble and the level of service received. We offered to have the movers return to the home at the next available date, but the offer was declined. She has been offered a settlement in the amount of $750.00 for the inconvenience experienced.
  
  The necessary refund documents have been emailed for her review and when signed and returned the refund will be processed accordingly.Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21112658
  
  I am rejecting this response because we have not reached a resolution in this matter.  We performed the tasks required to complete our move with the exception of moving our safe into our home which will cost us $500.  That leaves us only $250 to reimburse us for the time and labor that we spent completing the job that we paid them $12,000 to perform.  $250 is not a sufficient reimbursement for the time and labor involved to complete the job we paid them for.  In addition, they sent people into our home who were not background checked and were not professionals.  We paid top dollar for a professional service that was not performed.  In addition, we have found items to be missing and the movers did not bother to check the inventory list we had so there is no way to determine whether our items were all received.  We paid for a professional job and did not receive a professional job in any capacity on the ******** side of our move.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  While we remain regretful that ****************** did not have a pleasant moving experience, our company asked her for the opportunity to have our team return to fix the issues, but she declined.  The settlement of $750.00 is the maximum refund as no further compensation is warranted. As previously stated, the refund document was emailed for her review. If she signs and returns it, the refund will be processed accordingly. Thank you.

  
  Sincerely,
  Colonial Van Lines, Inc.

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with ************************************************* to move our belongings from *******, ** to **********, **. The movers showed up 2 days early, on Sunday, 11/12/2023.The last day of expected delivery to our new home in **********, ** (according to the contract) was 11/30/2023. Today is Sunday, 12/10/23. We still do not have our belongings.Im concerned that our belongings have been stolen.

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  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.She was advised that $550.00 for the delay and $38.00 for mattress covers, was deducted from the balance due. In addition, we are waiving the billable balance on her account for $854.02.
  
  ************ has been emailed claim processing information and once received back, we will process her claim according to the terms of her contract. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20986340
  
  I am rejecting this response because:
  We are not done unpacking. 
  We have already found MANY items that have been damaged..some are way beyond repair. 
  When we are done unpacking, we will submit a list of what has been damaged or destroyed, together with details & pictures. 
  I expect compensation for all of the items that have been damaged/destroyed. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 12/26/2023

  Once the claim form has been submitted, it will be processed and ************ will be notified. The refund offer she was recently emailed was solely for the level of service. The claim for damages will be a separate refund. We apologize for any confusion. Thank ****************************************************************************** Inc.

  Business Response

  Date: 12/28/2023

  Once the claim form has been submitted, it will be processed and ************ will be notified. The refund offer she was recently emailed was solely for the level of service. The claim for damages will be a separate refund. We apologize for any confusion. Thank ************************************************************************ ****

  Customer Answer

  Date: 12/29/2023

  So many of our belongings were damaged.  Some were destroyed......beyond repair.  Many were antiques.  Some were new items, bought specifically for our new home. Some were family heirlooms & could never be ***************************************************************************** had our belongings for 1 month, plus 1 day.  We had to purchase items in order to live in our new space....... items that were on a truck somewhere.  

  The movers came two days early.  I was notified the afternoon before (at 3:30 pm) that they were arriving the next morning.  When I responded that we would not be finished packing by then, I was told (by *****, account manager) that she didn't when this could be rescheduled.  She said that the movers would help us pack.  So, instead of packing things ourselves, these guys came in & obviously did a horrendous job packing.  Not only that, but we were charged for boxes and weight.  

  When our belongings were finally delivered, there were pink, numbered stickers everywhere.  Many items had several stickers on them.  I don't know why.  But I think perhaps we were charged for more items than what we actually had. 

  They handled things roughly.  They marked things as "fragiles", but certainly didn't treat things as such.

  I have a large desk.  One of the guys said that it couldn't be moved.  It was too big & wouldn't fit through the doors.  Did he think that I was going to say OK?? I told him that the desk came apart.  He was annoyed.  The man that delivered our items didn't want to assemble the desk.  I told him that it was my understanding that whatever the movers took apart, would be put back together.  He was also annoyed.  He did attempt to re-assemble my desk but couldn't.  I will have to hire someone to repair my desk, as four of the drawers and 2 pull-out shelves cannot be used as the metal runners are useless without the clips that were BROKEN off.  

  When the packers/movers finally left, one of the guys came back to my door and asked for a tip.  I had intended to tip when our stuff was delivered.  However, I was so relieved to be "done" that I gave him $100 dollars.  He wasn't happy with the $100.00.

  The entire ordeal with ************************************************* is something that I'd never want anyone else to have to experience.  It was so completely ridiculous.

  I expect to be reimbursed for all of the damaged & destroyed items.  

  This company should be put out of business.  

  If I would have ever imagined that I would have to unpack my stuff and discover all of the things that were ruined, I would have destroyed things myself and wouldn't have had to go through the expense and chaos of hiring *************************************************

   

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 20986340
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  Business Response

  Date: 01/02/2024

  January 2, 2024
  
  ************ has been advised to file a claim as we cannot proceed with compensation without it. Claim forms were emailed to her. Once received, it will be promptly processed, and she will be contacted once finalized. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20986340
  
  I am rejecting this response because:

   

  The forms have been filled out.  But my printer is now out of ink, so I'm unable to continue printing pictures. So, this is more $ that I have to spend for Colonial *** Lines.

  I've ordered ink and as soon as it arrives, I will finish printing the pictures and mail them in.  
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 01/08/2024

  I have the forms filled out, but am waiting for an order of ink cartridges to arrive be able to send color photos to ********************************************************************** do not close this complaint. Im trying to get the paperwork in order to submit to ********************************************************

  Customer Answer

  Date: 02/12/2024

  I'm still waiting for a response from ************************************************* regarding the claim.

  Customer Answer

  Date: 02/21/2024

  This has not been resolved.  Far from it.  They want me to sign off & accept a ridiculous settlement offer.  Our belonging were destroyed.  I trusted that our belongings would be transported with care.  Now I have to pay to dispose of these items that ************************************************* and their movers trashed.  So, I paid to have them transport our belongings.  So many things were damaged or completely destroyed beyond repair. And now I have to take my treasured, destroyed memories to a recycle location and pay to have the disposal.  Really??? ************************************************* had our belongings for 1 month and 1 day.  Our items were smashed, sat in water, and thrown about. Now they're not taking responsibility? This is not acceptable.  Forbes gave them 4 stars.  How can that possible be right???

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov I contacted ************************************************* to quote a residential move from the *********, **** area to ******* **************. First contact was ******, took a video of the contents of the house to provide an estimated. We discussed if a truck would be able to get within 75 feet of my residence and I said they would be able to do that in *********, but we were moving to a gated community, and I was not sure if they could get a large truck in at the destination. ****** told me that if they could not, the movers would have to use a shuttle and transfer product from the large truck to a smaller truck. She said she will quote with a shuttle just in case, but if we did not use it, it would not be included in the charge. The shuttle truck charge is a separate line item for $1,100. 11/28/23, movers showed up in a large box truck. They packed and loaded the truck and the driver said he believed that 11Klb estimate was low and he was going to adjust to ******. I asked why so high, and he said that way when it was lower, I would not be shocked. When the movers arrived at the destination, they were able to pull right up to the garage door. At this point Colonial calls and lets us know that we must pay prior to unloading. We did and we paid the higher amount. After reviewing the invoice two things occurred to me, they did not use a shuttle truck on either end and the original invoice said any overages would be due within 30 days after the move. When I questioned the 30 days with **** (CSR) he said because we signed a new quote when the truck left that we were not entitled to the 30 days (I believe this revised quote is common practice as the weight was only 900 over the original estimate) **** could not help on the shuttle charge. I then spoke with ************* who told me the truck they used was a shuttle truck. By definition a shuttle truck is used to off-load a larger truck. They did not. I was also told by not off-loading they saved me from damage to my possessions. No shuttle!

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  We are regretful that ****************** did not have a pleasant moving experience. Management has been trying to reach him to advise him the relocation was booked with the shuttle. Calls were reviewed and his estimator informed him that If the semi cannot park and load within 75ft of the home, we will have a small truck, 25ft truck shuttle your items to your home. ****************** may have assumed a trailer was going to come and the items would then be shuttled to the home.
  
  Weve attempted to contact ****************** on several occasions and only received voicemail. Since our attempts were unsuccessful, we urge him to please call our office and speak with ********* who would like to extend a $300.00 refund as a gesture of good faith. She can be reached directly at *********************. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

• Initial Complaint

  Date:11/18/2023

  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.

  The movers broke items that they personally packed themselves so therefore it should have been packaged and handle with care. Vanity was broken and packing was changed from how it was originally packed to cover the damage they did. Upon delivery they did not reveal they had broken my vanity. Brand new 75 inch tv was broken again movers packaged the item. Called company about claim process and was advised it takes 6 months to get any monies. I want to have my vanity and 75 inch tv reimbursed due to negligence by the movers and do not want to wait 6 months

  Business Response

  Date: 11/21/2023

  November 21, 2023
  Job 1321141-CV
  
  We are writing to confirm the 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 inconveniences she experienced and to discuss her account. **************** was advised to file a claim for any missing and/or damaged items and that per federal regulations, claims are processed within 120 days. Once her claim is received, it will be processed according to the terms of her contract. In addition, CVL will extend an extra $200.00 for the level of service experienced with her relocation. Thank you.
  
  Sincerely,
  ************************************************** ****

  Customer Answer

  Date: 01/18/2024

  Although ************************************************* stated my money would be refunded immensely as of today I still have not received my full refund. When I called about my status I was advised it is still pending with Accounting and 4-6 weeks it only an estimated date. For me to have to sit this long is ridiculous especially when I have forked over $5k for them to move me and my items were broken. The absolute worst moving exotic have ever had. Im had I took this long to pay them I would have been sued.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 20888901
  
  I am rejecting this response because: Although ************************************************* stated my money would be refunded immensely as of today I still have not received my full refund. When I called about my status I was advised it is still pending with Accounting and 4-6 weeks it only an estimated date. For me to have to sit this long is ridiculous especially when I have forked over $5k for them to move me and my items were broken. The absolute worst moving exotic have ever had. Im had I took this long to pay them I would have been sued.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/22/2024

  1/22/2024

  We apologize for the delay. Her refund was ******* 1/19/2024. Thank ****************************************************************************** Inc.

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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.

  My husband and I relocated from ******* to ******* on 11/3/23. ************************************************* was scheduled to pick up my belongings between 10 am and 2 pm on 11/2/23. They did not arrive until 7 pm with no communication despite me reaching out to them several times throughout the day. Prior to pickup, we did 2 walk throughs to estimate the amount of belongings we had. We still had to leave behind several items because there was not enough room on the truck. The delivery date for our items per our contract was 11/3 to 11/7. The movers told us upon pickup we would have our belongings on 11/4 or 11/5. On 11/3. we got a call saying our delivery was delayed and the new estimated delivery date was 11/8. Our account manager, *****, could not tell us why this happened. I escalated to the supervisor, *****, who also could not tell us what happened. On 11/6/23, we received a call from someone in the logistics department saying our new delivery date estimate was 11/10 to 11/12. I escalated to supervisor, *****, who stated he was working on a resolution. I asked what steps he was taking to provide a resolution and he was unclear, saying he would tell us when he had an update. We agreed he would call daily before 5 PM with the updates from that day. He failed to communicate on 11/7 and in 11/8, I initiated contact. He called and stated he has no updates. He has not called today, 11/9/23. At this point, we still do not know where our belongings are or if theyre safe, who will deliver them, or when our delivery will take place. When I call *************************************************, they pass my call to several people then hang up on me. We have not received support, empathy, or answers. Any support we could have in this matter is truly appreciated.

  Business Response

  Date: 11/19/2023

  November 19, 2023
  
  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 inconveniences she experienced and to discuss her account. ************ was advised to file a claim for any missing and/or damaged items. Once her claim is received it will be processed according to the terms of her contract.
  
  In addition, compensation of $400.00 was deducted from the balance due upon delivery. And CVL is extending an extra $150.00 for the level of service regarding items left behind. She has been emailed the necessary refund paperwork and once signed and returned, the $150.00 refund will be processed. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:11/03/2023

  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.

  First I contacted the company that I would be moving and my job would be in *********** estimated but not sure where I would be living. Colonial came and picked up my items and did not take safe guard in the packing. After I found a home to reside was 40 miles from *********** in *********** I got an additional charge of over $4600.00 to move me 40 miles. **** packaging again. I was texted by my first manager ********** that the Truck broke down and they would be delivering on a Monday before 4 pm. I called back Monday to confirm and was told before 4 pm . I called my manager at 12 noon to see if she could call the driver to get a better idea for the delivery. She placed me on hold then cam back and stated 3:45 then hung up.. I called the customer service back at 4:30 to be told that there is not scheduled delivery for me today because I change my address. Multiple calls that evening to get no resolution. Several weeks later I am told that my items would be coming. When the driver shows' up my first question was are you going to be able to put my fridge back together as stated in the contract. He states we do not do that. Back to colonial customer service to get no where. The Driver also states that he had to add additional packaging. The other driver from colonial took the blankets etc and some of my items are in pieces. My 83 inch TV was busted missing a fridge 4 kitchen packs with all my dishes pot pans etc. The day the driver went to the storage unit form colonial that call me wanting to know the address of the storage unit which colonial had my furniture. I stated I have no idea, later they call back stating that there was a lock and they could not get in. This was very unprofessional for a company that is suppose to have 10 in customer service ... I have given them 3 weeks and no follow up as to my missing items ****** missing and one still apart.

  Business Response

  Date: 11/17/2023

  November 17, 2023
  Job 1285944-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 inconveniences he experienced and to discuss an amicable compensation. He has been offered a settlement in the amount of $2325.00. This includes the packing refund of $623.00 and his claim for $1702.00.
  
  The necessary refund documents have been emailed to him for his review and when signed and returned the refund will be processed accordingly.Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 11/20/2023

   
  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:10/27/2023

  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.

  This moving company NEEDS TO BE HELD ACCOUNTABLE. Their website promises big, clean ************, impeccable packaging (especially for fragile and valuable items) and timely delivery. The company was good at only one thing: calling and emailing me every day until I signed the contract and sent the deposit. As my closing date approached and I couldnt back out I was informed a third-party mover would be handling the move. A dirty, already filled truck showed up (not at the scheduled time) and the movers proceeded to dismantle VALUABLE ANTIQUES and sloppily pack fragile items and artwork. They could barely fit my household on the *********** was told my bed would be strapped to the outside of the truck this is certainly not what I signed up for. When I got to my destination they had shown up 2 hours early (my son was still asleep) and unceremoniously dumped everything in a big jumbled pile, reassembling nothing. I showed up and was greeted by a pile of broken boxes, furniture in pieces, lamps broken, etc. I was heartbroken and in shock.Sadly , I looked up their reviews AFTER all this went down and discovered multitudes of people who experienced the exact same thing. I have videos and photos of all the wreckage and as I settle in I continue to discover broken chairs, scratched antique furniture and ruined lampshades and artwork. This company needs to be held accountable. This is NOT ACCEPTABLE, to promote such fine service only to have them disregard all semblance of professionalism and care for their clients.I plan on reaching out to everyone who filed a 1-star review and see if I can get a class-action lawsuit started. This is absolutely unacceptable AND unethical.Please let me know how to proceed. They offered me $300 to pay to have someone put everything back together; it cost me twice that, and some things are forever ruined. PLEASE HELP PUT A STOP TO THIS COMPANYs FRAUDULENT CLAIMS OF PROFESSIONAL SERVICE !!!!! Thank you for myself and others.

  Business Response

  Date: 11/09/2023

  We are writing to confirm the 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 inconveniences she experienced and to discuss her account. ****************** was advised to file a claim for any missing and/or damaged items. Once her claim is received it will be processed according to the terms of her contract. In addition, CVL will extend an extra $300.00 for the level of service regarding the failure to reassemble. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 11/09/2023

  Since contacting you (and writing in my ****** review that I contacted you) Colonial called to say I had already signed an NDA and accepted $300, they can *** me. TO BE CLEAR: I was in shock when I signed on 10/7, as they had disassembled priceless antiques that I am STILL trying to recover. I took the $300 just to be able to pay the handyman to put together less expensive items. I dont know how to proceed. They ruined so much, yet if I pur*** this they are claiming they will *** me. I have PTSD and my family is saying this will be bad for my mental health. Please advise.