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:05/10/2023

  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 am requesting a full refund. The salesman who provided my quote assured me that hes been in the business for many years and he was very experienced. I requested a firm quote and clearly stated that I do want to see increased pricing later. He assured me that my pricing was locked in and wouldnt change. On moving day I was told that the initial pricing was undervalued; in my opinion this was intentional in order to secure the deposit. On moving day I was told it would be at least an additional $2,000. They offered to load my stuff then give me a pricing after it was loaded; needless to say I refused that ridiculous offer. I have filed a dispute with my credit card company, since Colonial said theyre not returning my money even though they didnt perform the service. Theyre also on the verge of harassing me by continually calling, without offering a solution to the situation other than me paying more money and to tell me they they didnt do anything wrong. I do not wish to talk to them anymore as its very upsetting. My heart races when I talk to them, Im so upset.They use deceptive tactics to get the down payment thinking that if people are on a move schedule that they are stuck with whatever they increase the price to. Fortunately for me I have some flexibility. Also, maybe a day or two before the scheduled pickup they sent an email saying they dont take anything not in a box and that my mattress had to be covered in plastic. Another deceptive sales tactic because then people are caught unprepared and will be forced to use their packing supplies and services. They shouldnt be allowed to continue doing business this way. Thank you ***

  Business Response

  Date: 05/11/2023

  May 11, 2023
  
  Job Number:     1225706-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 ***********, **.
  
  On the contracted pickup date, 5/10/2023, ************** acknowledged to the movers she had additional boxes and totes that she wanted hauled that were not included in her original inventory and estimate. Upon learning that extra weight will result in additional charges, she refused pickup because she didnt want to pay additional charges.
  
  Our representative, *****, spoke with ************** while at pickup explaining the increase and she disconnected the call. Several other phone calls were attempted to **************, in an effort to resolve the situation,but all were futile.
  
  We were left with no option other than to instruct the movers to abort the job. The deposit she paid has been refunded in full. Thank you.
  
  Sincerely,
  ************************************************** ****

• Initial Complaint

  Date:05/02/2023

  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 hired this company for an out of state move. When it came time for the company to arrive at my residence to load up my belongings, I found out that the company which was driving my items was a third party driving company hired by ************************************************** This driving company charged me for packing materials which were not used, nor approved. Further, when ******************* arrived at my new residence to deliver my items, there were two local men who showed up at my home (unknowingly) to assist the driver with unloading my shipment. I was very uncomfortable as I did not know who these men were and ************************************************* did not inform me of this. The driver arrived to my home, in a ********************************* truck. None of my items were separated as promised by ************************************************** The movers needed to unload two parcels of other individuals items to be able to offload mine. I stayed outside my home with my daughter, we were there alone. The two men asked me to come inside to identify a mattress (because it was not labeled), during this time one of the local men groped me inside my home. I immediately called ************************************************* to inform them what occurred and they had no remorse or consideration and only demanded I pay my remaining balance so ******************* could complete the job. They would not unload my items until I did so. I paid the bill in full only so the men could leave me property. During this time, I also called the police and they came out to my residence and I filed a police report related to the incident. The entire time the driver of the third party driving ******************* was unprofessionally speaking to me and calling me a, "liar." I was traumatized from this experience and the incident occurring inside my home and my daughter and I could not sleep at the home for two nights after worried. I have also since reached out to security companies to have my home secured due to this incident. No resolution yet. I hope no one has to go through this. Do not hire.

  Business Response

  Date: 05/11/2023

  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 ******************** did not have a pleasant moving experience and we are working diligently to resolve all issues.
  
  Management has been in communication with her to apologize for the inconvenience she experienced with her relocation and to assure her that we are committed to coming to an amicable resolution. Currently we are reviewing the job with the agent assigned to her relocation and we will be in contact again with ******************** shortly.
  
  Again, we remain apologetic to ********************, and we are dedicated to making things right with her.
  
  Sincerely,
  ****************************************************** 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20007273
  
  I am rejecting this response because: I have followed up with ************************************************* to determine a resolution and have not received an update to this matter. They initially offered me $500.00 for "compensation" and are requiring a release of claim to be signed, which I will not sign as the company has taken no action towards the incident that happened to me in my home and threatened my safety and I do not want this to happen to anyone else who hires this company so I will not be releasing any claims. Then they offered me $800.00 compensation, to sign a release. And, only $62.00 refund for packing materials (when the disputed packing materials were for over $700.00). This has not been resolved. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/22/2023

  As previously stated, we are regretful that ******************** did not have a pleasant moving experience. She has been offered a settlement in the amount of $1500.00. The necessary refund documents have been emailed to her for her review and when signed and returned, the refund will be processed accordingly.Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:04/17/2023

  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.

  This horrible moving company robbed us and strong armed us! They give us one price and then when the truck arrived they almost doubled the price. They refused to deliver our items until we paid them the amount. From the managers to the employees, they were rude and condescending. It was the worst experience ever! They have violated all business practices and we had our furniture for over a week, forcing my family including my to older to sleep on the floor and to be without my items.

  Business Response

  Date: 04/24/2023

  We are regretful that ****************** (******************************* is the name on this account) did not have a pleasant moving experience. Management has been trying to reach her for the past several days to discuss her relocation.
  
  Since our multiple attempts were unsuccessful, we urge her to please call our office and speak with *********. She can be reached directly at ********************* Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

• Initial Complaint

  Date:04/17/2023

  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.

  My complaint is that I hired a moving company to move my items for me. When they delivered the items no body besides the drive was their to unload all the items. I had to help unload all my items off the truck. It was very disappointing that I had to help unload all my items after paying so much money. The driver was very nice and courteous.

  Business Response

  Date: 04/24/2023

  We are writing to confirm the receipt of the complaint filed by ***************** against our company, ************************************************** **** (CVL).
  
  ************** contracted our company to perform the relocation of 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 discuss compensation. He has been offered a settlement in the amount of $509.25. This includes waiving the $209.25 billable balance and an additional $300.00 for level of service.
  
  Since we have not been able to reach him by phone,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,
  ************************************************** **** 

• Initial Complaint

  Date:03/24/2023

  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.

  My transaction with ************************************************* was a moving service from ************** to *********, ** with pick up Mar 15h-Mar 16th and delivery from Mar 17th-Mar 27th. The total amount to be paid is $8,437.97. Job ID is *************** complaint starts during the pick up. I was told since the beginning that i could change my pickup date since i have to decide my flight date given I'm moving with ny family, including my 2 children under 2years old. I requested to change the date 1month before the pick up date and again weeks before and again 1 week before. Due to an issue with colonial lines internal communication, they didn't change the date and i had to find someone to be present at the pick up date (Mar16th) because i had to fly before the pick up date. Once pick up was done, i had no information for 4 days regarding how much extra charges i had, where my furniture was and when it would be delivered. After calling them multiple times, i was able to have the information of delivery estimate (Mar 27th) and where my furniture was (in a warehouse in ********). The business day before the Mar 27th, i had no communication and decided to call them again to confirm the delivery date. They told me that the delivery is now later than Mar 30th with no clear answer of when it's coming. Also after multiple calls, I was finally able to know that my furniture was still in the warehouse in ********. I asked to speak to a manager for clear information, but nobody wanted to transfer my call and they created a request for me to talk to management. I still don't know when my furniture is coming, and the only way for me to have any update from them is calling everyday, I need assistance to have a resolution on when my furniture will come and what kind of credit I will have from the delay and lack of communication. I have 2 children with no bedding for more than 10 days now because ************************************************* doesn't care about their customers or the impact that it has to their lives.

  Business Response

  Date: 03/30/2023

  We are writing to confirm the receipt of the complaint filed by *************************** against our company, ************************************************** **** (CVL).
  
  ****************** contracted our company to perform the relocation of 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 delays. We have confirmed with him that delivery was completed 3/28/2023. In addition, a $200.00 refund will be processed for the lack of communication during his relocation. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:02/14/2023

  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.

  ************************************************* are more than 2 weeks late in delivering our belongings to **. No transparency is provided about the whereabouts of our belongings and now active next steps are provided on how they will resolve the delay.

  Business Response

  Date: 02/16/2023

  
  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 experienced with the delays.  She has been advised that delivery will be completed 2/16/2023. In addition, compensation for the delay will now be at $50.00 per day for each day delayed as opposed to the standard per diem of $30.00 a day per her contract. Upon delivery completion, $850.00 will be deducted from her balance due. Thank you.

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

  
  

  Customer Answer

  Date: 02/23/2023

   
  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:12/15/2022

  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 hired ************************************************* / Allied to ship my household goods from **** to **************. I paid them $14,338.46 to ship ****** lbs of household goods. They packed (December 7th) and picked up (December 8th) my household goods on time via local contractors. The driver then told me that I would have to contact his dispatch manager, ******, in ********** at ********************, to find out when my goods would be delivered. I called and left multiple messages for him but never received a call back nor any indication where my household goods were and when they would be delivered.After calling the local ********** office everyday and leaving messages for ******, the first contact I received from ************************************************* was on the 15th of December, and from a claims manager in *************** ******* names ***************************** *************). She informed me that the truck had been at the facility in ********** and broken into and that 30 of my items had been stolen. She informed me that the local ********** office had no cameras on the truck. It is very suspicious that I was not contacted nor informed of this situation by the local office...and was not contacted by the company at all for 5 days after the incident. On top of that, to this day, the company has yet to provide me an actual police report for the incident. This is the most suspicious piece of evidence. Why was the local police not involved from the beginning? What is the local ********** office hiding?At a very minimum Colonial should move my goods free of charge. The insurance they provide won't even cover the cost of moving the items. There were multiple TV's, tool boxes, speaker systems, works of art, bicycles, expensive golf clubs, and many other items that I don't even know yet because I haven't been given access to my items. Also stolen were irreplaceable items like my wedding pictures / glasses.

  Business Response

  Date: 12/21/2022

  We have no record of this relocation in our system. The names and phone numbers mentioned in the complaint are not employees, nor are the locations, of our company. Please provide the job number so we may further investigate. Thank ****************************************************************************** Inc.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $15,958.99 for them to move my household items from ***************, ** to *************. The only good thing I can say is that they did arrive for pick up within their window and delivery. Both pick up and delivery both crews littered my yard and my neighbors yard with their drink bottles. 80% of my boxes were crushed. 75% were missing their tags making it impossible to determine what showed up. Out of 20 moves this was the worst, from the damage and lack of respect, missing items. I received someone else's stuff. I did not buy additional insurance but should have. They are trying to pay $172 for my claim which doesn't even cover the missing items, let alone the furniture repairs I paid because of their damage. The worst thing was when I gave a tip at the end including to two contractors that showed up within an hour, the leader said if was not enough! I doubled the tip and they still left a mess, a scrapped my walls. I am still finding damage. It was like they played basketball with my boxes!

  Business Response

  Date: 11/22/2022

  
  We are regretful **************** 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.We have come to an agreed upon settlement in the amount of $550.00. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****
  

  Customer Answer

  Date: 11/28/2022

   
  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:11/02/2022

  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 was told by the sales agents that ************************************************* was not a brokerage company. They operated their own vehicles, and you would be moving my items from ********** to ********** *******. I was also told that I could pay with my credit card for the entire move and when my items were delivered, I was asked to pay by CASH and get a $100 discount. Below is what happened during my move.I was called the day before my pickup by Colonial and the time would be 10am the morning of June 6th. Items were to be picked up at the Public Storage Unit. I was contacted the day of pick-up by a lady from ***** Service LLC located in ******** **. She stated that **** would not be there until 2pm to pick up my items. The items that were moved were boxes/plastic bins, approximately 160 in total. The boxes that contained fragile items were marked that way on all sides of the box as Fragile and individually wrapped in bubble wrap and paper towel. All items listed above were loaded onto the ***** Service LLC semi-truck as the second load from the back and this is what I signed off on the documentation presented to me. On June 14, ****, ***** Service LLC arrived at *********************************, ********** and not at the scheduled time between 8:00am 10:00am. The time of arrival was changed several times that day which meant I spent the entire day at the empty house waiting for their arrival. **** from ***** Service LLC arrived at my house at 8:00pm during a lightning and rainstorm. Next day, items reviewed and damaged immediately sent to Colonial. June 30 complaint filed with Colonial with photos and estimate of $2,423 in damages. Oct. 4 Colonial settlement $207.00 Oct. 20 Letter sent to *****************************, VP of colonial of all the issues Oct. 24 Colonial settlement $407.00 Nov. 1 I rejected settlement with Colonial

  Business Response

  Date: 11/08/2022

  
  We are writing to confirm the receipt of the complaint filed by ***************************** against our company, Colonial Van Lines,**** (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. She will receive a $500.00 refund which includes $300.00 for her claim and an additional $200.00 for the level of service experienced.
  
  The necessary refund documents have been emailed to her and when 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 her earliest convenience.
  
  Sincerely,
  Colonial Van Lines, ****
  

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18349826
  
  I am rejecting this response because:
  I feel that their negligence in hiring a third party, ***** movers, and that party moving all my items on the truck (from where I originally signed off) caused all the damage.  If left in original signed-off location, I would hope not have lost all these items.  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/30/2022

  
  While we remain apologetic for the less than favorable experience ********************** had with the relocation, further compensation is not warranted and will not be provided.
  
  ********************** was advised that she elected the standard,released value protection for her relocation. We made exceptions to process her claim at $207.00. Had we not, the claim would have been $0 due to items being packed by owner. The offered refund was then increased to $500.00 as a gesture of good faith.
  
  The $500.00 refund does not expire and is available to her should she change her mind in the future. All she needs to do is return the necessary refund documents that were emailed to her, and her refund will be processed. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****
  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18349826
  
  I am rejecting this response because: again, my items were damaged on their negligence and I also have found more items damaged and items missing.   If I accept that money, I cannot talk about their company and I choose to tell people not to use them as they hire 2nd parties who dont care about your items.  I have 2 of my precious moment pieces that were worth a lot of money for example.  $500 payment for $2,400 worth of damage, so they can keep it.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/23/2022

  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.

  Colonial has deceived me on the price per pound that I paid. Original price based on the weight alone (****** POUNDS) was $.5187/pound. When rewrite was done based on ****** was $.7827/pound. The truck weight after my goods were loaded was only ***** pounds. Under their estimate by ***** pounds! The original estimate has a line item charge of $2,854.23 for a Binding Estimate Fee. Why does this fee NOT appear on the rewrite? I believe it is so they could up the charage per pound so the Total Moving Estimates would come in close to the same amount per pound on the Totals!! Only a $.001 per pound difference. This cimpany has many ways to be deceitful on how they are charging you. Be sure, if you use them, that the price per pound is filled in. It was NOT even a line item on my original papwerwork and left blank on the rewrite. I never signed and approved the rewrite and asked them 4 times to send me a copy. I have never received a signed copy. My goods would/could not be unloaded from the truck until I paid what Colonial required so I was manipulated to pay what they said, otherwise incurring additional charges. After my goods were unloaded I received a copy of the rewrite, but NOT a signed copy. After I wrote my original complaint Colonial contacted me and offered a monetary settlement if I would give them a 5 star rating. This is against the BBB rules. If I wanted the compenation i would first have to send them a copy of the post! One more way of deceipt. This is a Bait and *************** BUYER BEWARE!

  Business Response

  Date: 10/28/2022

  
  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.We have come to an agreed upon refund in the amount of $375.00. The necessary refund documents have been emailed to her and when signed and returned, the refund will be processed accordingly. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  ************************************************** ****
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18301928
  
  I am rejecting this response because: Colonial suggested 350 for compensation and I said 375, but after what I have uncovered regarding rate per pound difference on my original estimate and the rewrite (which I never signed/approved) I no longer believe 375 is acceptable.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/08/2022

  
  Management has been trying to reach ************ for the past few days to discuss her account.
  
  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,
  Colonial Van Lines, Inc.
  

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18301928
  
  I am rejecting this response because:  I have left phone message with them and recently did make contact.  Once again they are saying that the price per pound did not change.  I questioned them regarding the method for what they charge per pound.  

  They have now suggested that redid my original booking and did not ship all the items that were listed on the inventory and that is why the weight came in at only ***** pounds and not ****** pounds.  I made a list of everything that was to be shipped as I was told that if anything was not on the list it would not be put on the truck.  I did not delete any item but did add about 6 more boxes that I packed.  No one ever questioned what was on the list. It was also said that the item count did not match.  No one ever asked me about an item count and I watched all the items being taken out of my house and loaded onto the truck.   All I can say is that my house was empty when the movers left and the truck was unloaded to my storage unit by their contracted movers and if anyone questions the items moved or the list they are free to inventory my storage unit that has not been opened since the goods were unloaded!

  They are also saying the move booking was for "truck space" and that my charged amount was for reserved truck space.  If the charge was for truck space, and everything fit on the truck, why was it so important to weigh the truck after loading?

  Their story keeps changing.  

  I remain firm that the price per pound was changed from the first Estimate/Order for Service (****** pounds) to the last Line Haul and Service Charges (****** pounds).  On the original document there is NO line stating the price per pound or pounds listed (the attachedment has the list of items to be moved with the total weight), only "Cost of Transportation", several other charges and a Binding Estimate Fee of $2,854.23.  On the line Haul document the pounds are listed but the "amount per pound" is left blank and NO Binding Estimate Fee is there.  The strange thing is if you divide the # of pounds on each document, the amounts per pound (only) are different per pound, but the Grand Total for each, divided by the pounds being moved on each document equals $.81.  Strange, since the Binding Estimate Fee is not listed on the Line Haul document.  I believe it was added in to the weight fee on the Line Haul document so it would make the total move be at $.81 per pound!  I have attached copies of these 2 documents for your reference.  I don't understand that if the weight of the moved goods was an issue why the numbers are all out of wack!!  I am just very confused!  Bait and switch??

  $5,701.09 divided by ****** pounds = $0.5187 per pound

  $8,777.82 divided by ****** pounds = $0.7827 per pound

  Total weight on the truck after my goods were loaded was ***** pounds!!!

   

  Sincerely,

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

  Business Response

  Date: 12/21/2022

  
  ************ booked her move under a binding estimate. This means we guaranteed ************ a fixed cost at the time of delivery for the list of items she contracted us to move as long as there are no additional items added.  The weight and furniture lists are an important piece to building her estimate. They provide constraints on what can be brought.
  
  In short, ************ reserved space on our truck for a flat rate and we provided constraints to the space on the truck. Should she have used additional space,this would have been charged at the price per pound. The price per pound is listed in the Terms and Conditions in the event additional items are brought and only applies when additional items are brought. This price never changed from the original estimate to her revised estimate. This ensures that there is a secured discounted rate at the time of pick up if there are additional items added.  
  
  ************ did not bring additional items. There was no cost increase at the time of delivery.  The only change to the costs was a reduction in the cost of packing. Her last revised estimate was $9,460.56.  Her final total costs $9,276.56. We remain confused on her advising that the price per pound changed when the amount is indicated clearly on both her original and revised estimate and the final cost went down.
  
  We regret that the paperwork at the time of delivery made this difficult to understand. We understand ************ was not satisfied with the service overall which is why we have agreed to compensate her.  She originally accepted,but upon receipt of the settlement offer has decided not to accept. Unfortunately, we cannot change how her move was booked since the move is completed, but we are reissuing the offer today as we believe the amount we are compensating based on service is fair based on the services provided. The $375.00 refund offered does not expire and remains available should she change her mind in the future. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****
  

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18301928
  
  I am rejecting this response because:

  I am rejecting this response because:  I have left phone message with them and recently did make contact.  Once again they are saying that the price per pound did not change.  I questioned them regarding the method for what they charge per pound.  
  They have now suggested that redid my original booking and did not ship all the items that were listed on the inventory and that is why the weight came in at only ***** pounds and not ****** pounds.  I made a list of everything that was to be shipped as I was told that if anything was not on the list it would not be put on the truck.  I did not delete any item but did add about 6 more boxes that I packed.  No one ever questioned what was on the list. It was also said that the item count did not match.  No one ever asked me about an item count and I watched all the items being taken out of my house and loaded onto the truck.   All I can say is that my house was empty when the movers left and the truck was unloaded to my storage unit by their contracted movers and if anyone questions the items moved or the list they are free to inventory my storage unit that has not been opened since the goods were unloaded!
  They are also saying the move booking was for "truck space" and that my charged amount was for reserved truck space.  If the charge was for truck space, and everything fit on the truck, why was it so important to weigh the truck after loading?
  Their story keeps changing.  
  I remain firm that the price per pound was changed from the first Estimate/Order for Service (****** pounds) to the last Line Haul and Service Charges (****** pounds).  On the original document there is NO line stating the price per pound or pounds listed (the attachedment has the list of items to be moved with the total weight), only "Cost of Transportation", several other charges and a Binding Estimate Fee of $2,854.23.  On the line Haul document the pounds are listed but the "amount per pound" is left blank and NO Binding Estimate Fee is there.  The strange thing is if you divide the # of pounds on each document, the amounts per pound (only) are different per pound, but the Grand Total for each, divided by the pounds being moved on each document equals $.81.  Strange, since the Binding Estimate Fee is not listed on the Line Haul document.  I believe it was added in to the weight fee on the Line Haul document so it would make the total move be at $.81 per pound!  I have attached copies of these 2 documents for your reference.  I don't understand that if the weight of the moved goods was an issue why the numbers are all out of wack!!  I am just very confused!  Bait and switch??
  $5,701.09 divided by ****** pounds = $0.5187 per pound
  $8,777.82 divided by ****** pounds = $0.7827 per pound
  Total weight on the truck after my goods were loaded was ***** pounds!!!
  So the total weight "per pound " charge is different!  The other charges are due to the other items they charge for (like Boxes, steorage, etc. ) NOT the "weight of the items moved!  This is the part that I don't undserstand.  Why is the amount per pound different, if you divide the charged amount for the weighty by the Number of pounds on each document, and note that the amount per pound is left blank??????  That is where the difference is the issue!!  Also the "binding esteimate fee" is only on the original document, and NOT on the final document.  Where did it go???  Funny thing is that if you divide the totals on each document by the weight of the move it equals the same amount, but the "extra fees are pretty much the same but the estimate fee is MISSING!  The math doesnt work.  It is manipulated.  Not including weight, the other fees for boxes, storage, fees should all be there, **** the Estimate Fee is MISSING!!!  Why???
  
  *******************
  
  Sincerely,
  
  *******************
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/12/2023

  Our position remains the same. No further compensation is warranted nor will be provided. The $375.00 refund offered does not expire and remains available should she change her mind in the future. All she needs to do is return the necessary refund documents, which were emailed to her, and her refund will be promptly processed. Thank ****************************************************************************** Inc.