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 LLC

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

• 

  Colonial Van Lines Relocation Division, Inc.

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

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:10/12/2023

  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.

  I have a contract with ************************************************** They stated I could change the delivery window. on 10/2, I notified colonial that I can take delivery starting on 10/17. Despite follow up with ***************** QA and requested supervisor call, no response. Additionally, they required 50% up front payment, or they would pick up the goods, which is different than page 1 of the contract.Also, they picked up my goods 2 weeks ago and still haven't provided an updated weight or estimate despite repeated request. They also sub contracted to a very poor reviewed moving company east *********************************

  Customer Answer

  Date: 10/13/2023

  As agreed, I paid $1,400 to Colonial.  The day before confirming pick up, East Coast, required an additional $1,400 deposit.  This is a deceptive business practice as I was held hostage that they would not pick up my goods unless I paid more money.

  Customer Answer

  Date: 10/17/2023

  In the original contract, I paid $1,400 to ******************************************************** After three weeks, they sent me a total bill, but did not include the attached payment to their partner company.  We are in the moving window and this needs to be resolved ASAP.

  Business Response

  Date: 10/18/2023

  October 18, 2023
  
  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 ******, **.
  
  *********** booked his relocation with storage with an original delivery window of 10/25/2023-11/07/2023. He notified us 10/2/2023 that he would be able to accept delivery starting 10/17/2023. The new delivery window was then 10/17/2023-10/30/2023.

  
  Due to his requesting storage in transit service, per the Bill of Lading, the agent can collect up to 70% of the remaining balance prior to leaving the origin state.He was notified during the quality assurance call on 9/21/2023 that $2,173.00 would be due at the time of pickup.

  
  Delivery is taking place today, 10/18/2023, and we will be in contact with ************ to make sure delivery was completed as contracted. Thank you.

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

  Customer Answer

  Date: 10/19/2023

  The contract took into account my storage and required a payment of $1400, which I paid.  At the last minute they asked for another $1400.  

  Still waiting to hear about the inventory estimate vs an unverified weight that cost me $3k more than contract.   a 50% error of weight vs estiamate.

• Initial Complaint

  Date:09/06/2023

  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 have sent numerous request to ************************************************* requesting a refund of the scheduled move that did not happen when it was scheduled to happen die to the moving company's fault and internal company problems, thst I was told were the result of training, new hires *** internal scheduling problems at *************************************************. Job ID #************* Below is the email I sent to ************************************************* today moment's before filing this BBB complaint.*************************************************,To date in addition to not receiving a reply to my refund requests below, I have not received the refund of my 2 deposits for the move that was botched by your company, representative, contractees and movers and as a result did not take place as scheduled June 2023. I recorded my telephone calls with all ************************************************* representatives, contractees and movers.regarding your botched June 2023 move. Please refund my (2) deposits totaling $2,216.56. Payment confirmations from my bank are attached showing the 2 deposits I paid to ************************************************* totaling $2,216.56. I'm requesting a full refund.

  Business Response

  Date: 09/19/2023

  September 19, 2023
  
  Job Number:  1260173-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 never received a cancellation request from Ms. ****************** had been in contact with ** multiple times since April to continually place her move on hold due to personal reasons. Regardless, ******************** relocation has been cancelled and her deposit was refunded 9/11/2023. Thank you.
  Sincerely,
  ************************************************** ***

• Initial Complaint

  Date:08/30/2023

  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.

  We contracted with ************************************************* to move our belongings from CA to **. Colonial, without our authorization, subcontracted to ************************************** (unauthorized per DOT and FMCSA). On our moving day, June 7, 2023, three men in an unmarked box truck showed up, looked at the property and stated the original estimate was wrong, thus demanded an additional amount of $1,500. *** self identified lead of the team also demanded $150 cash per mover to load the truck. We attempted to contact our assigned Colonial representatives without response. due to the fact that escrow was impending, we had to move from our home that day, we had no option. Under duress we agreed to the additional fee until we could correct with Colonial reps. *** moving team significantly damaged our carpet (white) as the movers refused to lay down protection. In AZ when the driver arrived, they demanded an additional $3,404 payment and refused to release our property. *** manager on the telephone stated he would direct the driver to leave the premises with our items; our property were held hostage. Once off loaded, we discovered our property was battered, scratched, rendered unusable, and/or gouged to the extent it appears intentional- all of which need to be replaced. Items still remain "lost" with numerous attempts to contact both Colonial and Independent, with no response. Terms of the contract were breached, fraud was perpetrated, money was extorted and property was converted and stolen. *** behavior was so egregious that we have suffered emotional distress, resulting in physical injury and harm. We assert criminal intent and believe we were discriminated against due to our age, sexual orientation, gender, and ethnicity.

  Business Response

  Date: 09/08/2023

  September 8, 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 trying to reach her to discuss her relocation. Since our attempts were unsuccessful, we urge her to please call our office and speak with *********. She can be reached directly at ********************* Thank you.
  
  Sincerely,
  ************************************************** ****

  Customer Answer

  Date: 09/10/2023

  **********, thank you for following up regarding my complaint submitted on August 30, 2023 against ************************************************** ****  Notwithstanding the representations made by ************************************************** ***** we have not to this date received any calls and/or emails from Colonial attempting to discuss our relocation.  In fact, on August 23, 2023, after receiving no response to any inquiries about missing items and/or the condition of our belongings, we sent a formal letter to ************************************************** ***** ************************************** Corp., the owner of ************************************************** **** and legal counsel for ************************************************** **** setting forth our claims and requesting a prompt resolution of the matter.  I have attached a copy of this letter (without the attachments which are in excess of 180 pages).  We havent heard anything in response to the same (see attached phone records).  The manner in which we were treated and continue to be treated by Colonial is egregious and reprehensible.  The fact that Colonial is now making outright false representations that management has been trying to reach her to discuss her relocation just serves as further evidence of its fraudulent activities.  That being said, we will contact ********* at the number provided by you on September 11, 2023.  We obviously will keep you apprised.
  

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20545916
  
  I am rejecting this response because:  Notwithstanding the representations made by ************************************************** ***** we have not to this date received any calls and/or emails from Colonial attempting to discuss our relocation.  In fact, on August 23, 2023, after receiving no response to any inquiries about missing items and/or the condition of our belongings, we sent a formal letter to ************************************************** ***** ************************************** Corp., the owner of ************************************************** **** and legal counsel for ************************************************** **** setting forth our claims and requesting a prompt resolution of the matter.  I have attached a copy of this letter (without the attachments which are in excess of 180 pages).  We havent heard anything in response to the same.  The manner in which we were treated and continue to be treated by Colonial is egregious and reprehensible.  The fact that Colonial is now making outright false representations that management has been trying to reach her to discuss her relocation just serves as further evidence of its fraudulent activities.  That being said, we will contact ********* at the number provided, tomorrow, September 11, 2023.   
   
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/14/2023

  We spoke to a Colonial representative on 9,12,2023 who stated ************************************************* will not entertain any claim until we paid additional money. They offered us $400 to settle which was insulting to say the least. According to "*********" at Colonial, if we do not accept the $400.00 they will send us to collections. The threats and extortion are continuing and we cannot seem to get any assistance with our issues of not just missing items but received property that is damaged in excess of $75,000 to repair or replace (conservative estimate as we have gotten quotes). They are hanging their hat on the fact we added items which is a blatant lie. We have no idea where to turn for assistance.
  
  Being retired law enforcement, I fully understand the shell game of hiding assets and assume there would be no remedy to receiving a judgement. My concern is for my items as well as these criminals being allowed to remain in business and victimize additional hard working people. Independent Van Lines, the second group in this horrendous situation have had their license yanked yet are still holding themselves out on the internet as a functional entity. We need help please

  Business Response

  Date: 09/19/2023

  September 19, 2023
  
  We are writing with an update regarding the complaint filed by *************************** against our company, ************************************************** **** (CVL).
  
  As previously stated, ******************** contracted our company to perform the relocation of her household goods from *******, ** to ******, **, and 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 amicable compensation. She has been offered a settlement in the amount of $2648.00. This includes $2248.00 to be applied to the balance due to the agent and $400.00 as a gesture of good faith for damages and level of service.
  
  The necessary refund documents have been emailed to her for review and when signed and returned, the refund will be processed accordingly. Please allow 30 days for refund processing. Thank you.
  
  Sincerely,
  ************************************************** **** y here...

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20545916
  
  I am rejecting this response because: $2,248.00 (in lieu of the $3,404.00) was money that should never have been assessed, notwithstanding the added $1,500 fee added at pick up.  The offer of $400.00 for the extent of damages we have to pay to repair or replace, $50,000-70,000, is pretty offensive and no where near a "good faith" offer. Also, nothing has been said about our still missing property. Three 6x4' gym mats that alone will cost over $400.00 to replace. 
  
  ***************************

• Initial Complaint

  Date:08/08/2023

  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.

  July 26th, I called Colonial for relocation services. I told ******** that I chose this company because I was familiar with their company & did Not want to work with an unfamiliar trucking company I had not heard of. A 20x8 pod, 8x8 pod in ********, ** and some boxes and suitcases already packed up in *******. The charge $4860.60. ******** understood that the inventory list was incomplete since I had the pods, 3 years old, at another location. My price would only change if I had 500-1000 extra lbs in *******. July 31st we confirmed pricing with ********, still ******* to move a 20x8, 8x8 and the ******* items. I drove 3 hours on the 1st to meet the movers in Danville. They were a no show. Complained to ***************************** *******************. Colonial told me to stay in Danville and wait on drivers. Drivers, ************ of Glass City Movers, called me 4:12 to say they would be there between 4-6. After 6pm, called to say they weren't coming until the next morning between ****. Home 10:16 pm. I drove back to Danville on the 2nd, they packed up 3/4 and stopped. They said they had to leave space for another job. Colonial told me to stay because it was the movers mistake. Hours later, ****, Colonial Supervisor, told me to leave as he worked on the problem. I told the drivers Colonial said that I couldn't leave until my pickups but I will be sure to make the window of the 5th in ****. They said great, I was their last job, no problem. They called a day early on the 4th without notice to say they were about 1.5 hours from my house in ****. I told them to proceed to the house, the owner was there and I gave her rights to accept my belongings. Again, they were a no show, did not call me & did not answer my calls or texts or voicemails nor those of my sister ******. Without my knowledge/ permission they put my belongings in storage. August 8th - I don't have any of my belongings in **** and Colonial is now charging $8041.92. No ******* or partial Danville pickup. No Delivery at all.

  Business Response

  Date: 08/15/2023

  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 she experienced and to discuss an amicable compensation to resolve her concerns. We have come to an agreed upon settlement of $3612.14. This includes waiving the billable balance of $3212.14 and a $400.00 refund for the overall level of service received. She has been emailed the settlement documents for review and when signed and returned, her refund will be processed. Thank you.
  
  Sincerely,
  ************************************************** ****

• Initial Complaint

  Date:07/23/2023

  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.

  Dates: February to July 21, 2023. Moving dates July 5-July 21. Amount Paid to ************************************************** $2304.55 for deposit. $2925.48 on delivery. Additional Expenses accrued due to lack of communication from CVL: $4616.12 Dispute: Please read detailed letter attached below. ************************************************** Letter). Please see all subsequent receipts attached. The letter is very detailed including dates, persons spoken to, the nature of the dispute, the nature of the several expenses accrued due to poor communication through several phone calls with ******************* dated back to February 2023. Has the business tried to resolve the problem? Both ********** and ***** did not respond to my emails. Again, please see detailed documentation attached ************************************************** Letter) Contract Number: 1230659-CV

  Business Response

  Date: 07/27/2023

  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 an amicable compensation in an effort to resolve her concerns. She has agreed to a $300.00 refund which will be processed shortly. Thank you.
  
  Sincerely,
  ************************************************** **** 

  Customer Answer

  Date: 08/03/2023

   
  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:06/26/2023

  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.

  I signed a contract with the company to move items in my one bedroom apartment from *********, ** to ******, ** for an estimated price of $6204.55. A subcontractor (L&J Hotshot Movez) picked up my items on May 28th 2023 with an estimated delivery between 5/30 and 6/14. A deposit of $2700 was paid before the pick up and during the pick up, the movers claimed there is a ******************************************************* to pay an additional $1700. The later estimates showed that the original weight estimate was right (not higher). The company was very communicative when they were convincing me to sign the contract and asking for the payments. Since the pickup, I have had to call and email multiple times just to get an update on the move, ETA for the delivery and certificate of insurance (COI) for my apartment. I have had to call them every other day or multiple times a day in addition to emails just to get a timeline. Eventually they said the delivery is delayed beyond the promised delivery window and that I would be compensated for the delay. The new ETA was today June 26th between 8 am-1pm. The movers were a no show. I once again emailed my account manager and made at least 4 phone calls to the company to get an update on the situation. Each time they said they are following up with dispatch and will call me with an update but no update has been provided so far. I have been living out of two bags in an empty apartment for the past month. I have paid more than $4000 and waited close to a month since pick up with no clue to where my belongings are or if or when they would be delivered. I have not been given an updated invoice with the compensation either. They also added a "shuttle service" in the original estimate promising to take it off if its not needed but now refuse to do so with a vague reason. The company's attitude has been utterly unprofessional, ignoring my repeated requests for information/documents and failing to complete the task they committed to.

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  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 his household goods from *********, ** to ******, **.
  
  When the agent assigned to her relocation, L&J HotShot Movez, attempted to deliver on 5/31/2023, Ms. *** could not accept the delivery due to COI requirements not provided to our office in a timely manner.  
  
  Ms. *** notified our office on 5/27/2023 that a COI would be required at delivery. She submitted the required information on 5/30/2023. Included in the specifications were the truck restrictions (no truck taller than 12ft or longer than 24ft would be allowed on the loading dock), therefore, a shuttle is required.
  
  Ms. *** has been advised that delivery is scheduled for 7/2/2023 and that the agent is providing delay compensation at $50.00 per day as opposed to the standard $30.00 per day.Thank you.
  
  Sincerely,
  ************************************************** ****

• Initial Complaint

  Date:06/13/2023

  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 accepted a quote and gave a deposit to ************************************************** When they arrived at my home I was told that the price would be raised by several thousand dollars. I had earlier been told that this would not happen. I called the company. Three people (me, the person handling the move for me in CA, and the chief loader) were all told that the company would honor the original quote and would not attempt to add more for claimed weight. As long as the inventory stayed the same the price would. After the move was underway I got a call saying the delivery would be done but there would be a billable amount later. I said no, that was not my agreement. Yesterday I got a call (12 June 2023) from a man who said I would not only be given a substantially higher bill (how much, I dont know because I got off to call the company) but also my belongings would not be delivered to me until I paid. They would be placed in storage and the storage billed to me. I called an attorney who told me that the verbal assurance of no price change is a valid contract. There are three witnesses. The man was threatening. If I did not pay a price that totally violated my agreement with the company my belongings would be impounded. Basically, theft and blackmail. I want the original quote honored and the verbal assurance of no price change honored. I want my belongings delivered.

  Business Response

  Date: 06/23/2023

  June 23, 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 ****************** is not having 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 *** occur. Unfortunately, delivery could not be completed within the window, and delivery is scheduled for 6/27/2023. ****************** will be compensated $240.00, which is $30.00 per day for each day delayed upon delivery as stipulated in the contract. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:06/02/2023

  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.

  On April 17, 2023 ************************************************* took possession of all household goods to move me from ******* ** to **********. The delivery window was 4/25-5/8. As of 6/1/23 the household has not been delivered, a delivery date has not been scheduled, they do not answer calls or return calls when they say they will give me a date, and I have no idea where my household is. I believe they have stolen all my possessions. I am looking for a commitment and delivery of my household and I want restitution for the excessive delay beyond $30/day (which is acceptable for a short miss but unacceptable for a month+ delay).

  Business Response

  Date: 06/05/2023

  June 5, 2023
  
  We are writing to confirm 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 **************** is not having a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience the delivery delay is causing.
  
  She has been advised by *********, CVL customer service manager, that she will be her point of contact for the duration of the relocation. Once the shipment has been secured by the agent, ********* will provide **************** an update. In addition, **************** was advised that should the need arise regarding her renters insurance, CVL will fully cooperate with the authorities by providing all pertinent information regarding her relocation. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:05/30/2023

  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.

  We used Colonial January of 2022 to provide us full service moving out of our home in ******* as we were relocating to *******. They failed to provide with enough staff to perform the full service. My husband and I, including friends and family helped wrap, box up, and load. Instead of the guaranteed 1 day, it took 4. This resulted in us having to purchase new plane tickets as we could not make our flight back to **, I had to miss work as well, due to moving taking 4 days instead of 1. Half of total payment was given. Now, May 2023, Colonial was given well over a month notice of us closing on our new build home in **. We provided them ahead of time with a closing date of May 24th. Colonial states they will deliver between May *****st. Last week, we were told it will be June 3rd. Today, we were told it will be June 15th. We have had major issues contacting a manager or supervisor last week with waiting multiple days for a phone call back despite this being urgent. We have rental furniture in an apartment which needs to be returned 5/31. After 5/31, we have no furniture in our new home. After contacting the owner of the company myself; the assistant reached out to me this AM. A new manager named ***** contacted ** and informed ** rather than June 3rd (the reason we needed to talk with him all week last week) is actually now going to be June 15th. This will now be putting us at 2-3 weeks without our home items which are stored in **********. I do not trust that we will not continue to get pushed back again. There has been not a single promise that has been fulfilled with working with them. It has costed us money, missed work, and now anguish not knowing when we will have our household items and essentially everything we own. The manager refused to give us a rationale on why the continuous push back on dates.

  Business Response

  Date: 05/30/2023

  We are unable to locate this customer in our files with the information provided. Please reply with your job number number, and full pick up and delivery addresses so we may address your concerns. Thank ****************************************************************************** Inc.

  Customer Answer

  Date: 05/31/2023

  
  The registered phone number is ************. I do not have the job ID on hand at this time but have been able to be searched for by phone number in the past. Delivery address is *************************************************************************.

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired them to relocate ** from ** to **. The original estimate given was based on everything that we provided. They added more and more money on as they packed our stuff. The original delivery window was an 8 day window from May 12 to May 20. They have moved the window 3 times now. We have had to run up our credit cards and spend a massive amount of additional fees to get by and get hotel rooms. We are an additional ****** dollars in the hole now because of their breach of contract. I would like a complaint files my stuff delivered and compensation given for our inconvenience. I have fallen behind on work and forced to take multiple extra PTO days. Every time we reach out to the company they cannot tell ** where our moving truck is with over ****** dollars worth of stuff on the truck. It is an ****************************** two days. I will not hesitate to take legal action against the company.

  Business Response

  Date: 05/22/2023

  We are unable to locate this customer in our system with the name and email provided. Also, the phone number is inaccurate. Please reply with a job number so may assist you. Thank ****************************************************************************** Inc.

  Customer Answer

  Date: 05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response. The move is under my fiancs name ********************* phone number **********.

   

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