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:10/18/2022

  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 hired ************************************************* to move household items for my son from ********, ** to **************. #******* End of July at which time the driver showed up, never got out of his truck to help pack, but sent in very young movers to do a job that they apparently had not been trained to do. They did not have any tools to do the job so we had to let them use ours. Long story short, we did not get the tools on the other end at delivery. They did an awful job packing, wrapping multiple wine glasses, tea glasses together, which broke during transport, dinner plates as well were not wrapped correctly. Business shirts were tossed in a box along with packing material trash. Other items just thrown on top of items causing damage. On the drop off we received a call for delivery on 8/4 but items were held hostage until payment was received. We had requested the weigh bill for military purposes and knew once we paid we would never get it so we insisted on the weigh bill before given payment. We were told as soon as payment was received, the driver was waiting and he would make delivery that day, ended up not getting the delivery until 8/7, 4 days later, leaving us in an empty house with nothing..... So overall, poor communication, damaged items, lost items, delayed delivery, stuck in a house without items for days. NOT A GOOD EXPERIENCE AT ALL. ************************************************* is well aware of these issues and I would expect some followup on how to resolve / make us whole on the items missing and damaged.

  Business Response

  Date: 10/18/2022

  This complaint is a duplicate of ********. The customer's agreed upon refund of $1,000.00 was processed to the credit card on file 10/13/2022. Thank ****************************************************************************** Inc.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18238256
  
  I am rejecting this response because:  Colonial is stating this is a duplicate move, however it is not.  I have attached the binding est which is a separate move.  We gave ************************************************* three different moves, unfortunately had issues with all of them.  They each had separate contracts. 
  
  Sincerely,
  *************************

  Business Response

  Date: 11/08/2022

  We apologize for the confusion with ******************** account and her 2nd relocation.
  

  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 $600.00. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18238256
  
  I am rejecting this response because:  I have not received the accepted reimbursement amount and the last case took them over a month and I had to reach back out in order to get the settlement.  So I am not willing to agree to anything until I have received what we agreed upon.  Colonial is bad about follow-through.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/27/2022

  The agent has confirmed the refund check was sent to her in November. We have been unable to reach **************** for confirmation of check having been received. Thank ****************************************************************************** Inc.

• Initial Complaint

  Date:09/14/2022

  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.

  I was contracted with this ************************************************* back in November, 2021 to move items from ** to ** in Aug 2022. I paid a deposit of $2453.46 out of total $7664.35. I contacted number of times to make sure all my stuff in 4 bdrm house will be picked up and delivered in our destination. The company confirmed that they would. On the day of move, truck driver showed up to mu surprise with a 26 ft truck which Colonial said they would send a Semi not a truck when I signed up with them. This did not matter as long as they pick up every thing as they promised. ****** stated that we had to pay $5500 more to carry everything which is against the contract they signed. So, I refused their service and talked with the driver and ************************************************** Initially they said they will send a different driver and get this resolve but they never did. This is the worst that can happen to a household on the moving day even after confirming and signing a contract 9 months prior to the move.This company should get penalized and I asked for my deposit refund of $2453.46 which I am yet to get. I ask that this company gets thoroughly investigated and BBB should make sure that they do not do this to any customer in the future.They are practicing worst business rules and not honoring a customer contract. Trapping a customer is cheating. This should be punished!! I WANT MY REFUND BACK!

  Business Response

  Date: 09/16/2022

  The deposit of $2453.46 was fully refunded to ************** 8/30/2022 via the bank chargeback he initiated. Thank you, Colonial Van Lines, Inc.

  Customer Answer

  Date: 09/16/2022

   
  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,
  
  Aslam Hayat

• Initial Complaint

  Date:08/31/2022

  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.

  august 29th, 2022 contracted with ************************************************* to provide packing and moving services for our home goods and golf cart to move to ***** **. paid deposit of $3900, when truck showed up was not equipped to load golf cart also told they would add additional fee for storage. All goods were left on truck by owner operator n taken to his home in ******** ** to be delivered tuesday 8/30/22.truck canceled at end of day causing ** to imcur additional hotel expenses. No contact by colonial customer svc providing update on delivery. informed after sitting in home next day that they not sure where truck is and more cost to unload golf cart when they arrive. again no response from colonial

  Business Response

  Date: 09/12/2022

  
  We are regretful that ************** did not have a pleasant moving experience. Management has been trying to reach him for the past few days to discuss his account.
  
  Since our attempts were unsuccessful, we urge him to please call our office and speak with *****. She can be reached directly at ************. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc.
  

• Initial Complaint

  Date:08/25/2022

  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.

  I signed up for moving close to a month before the desired date. Received a quote for a 4 bedroom home and was given a weight estimate. no estimator came to my home to give me an educated estimate.once they got there, I was handed a bunch of papers with little to no explanation of the purpose of those papers. (why was I not given papers at the same time I signed my quote?) movers then proceeded to begin packing my stuff and loading it on the truck. that had some issues but those are not relevant to the complaint. Primary issue comes when the delivery date comes and goes. I call them and they make another delivery date claiming truck break down. a month if this continues to happen. (delivery date comes and they reschedule)finally the delivery date comes that they assure me they will be here. they show up at 5 pm and then tell me that my bill has more than doubled. I called Colonial asking about this and they said it was overage fees and was in the paperwork I signed at pickup. (and never received a copy of as I still have all the papers they gave me) I was advised there would not be payment arrangements on the increase of over $5000 and that if I did not pay at that time they would leave and I would get storage fees of $200/day till another window could be arranged and after payment in full. I paid the increase so I could get my stuff. then they would not open the doors to the truck until I had signed receipt of all my stuff. again saying they would store my stuff until I signed receipt (and paid the storage fees) I had no way to check off each box as it was unloaded as they did not give me a copy of the way bill to do so and it was printed off in such a small font I could not read it anyways. I signed off to get my stuff. the rest was uneventful except for the over a dozen missing boxes and the $200 they are trying to pay me when I filed a claim. for over $8k in damaged goods and missing boxes

  Business Response

  Date: 09/01/2022

  
  We are writing to confirm the receipt of the complaint filed by ************************* against our company, ************************************************** **** (CVL).
  
  ******************** contracted our company to perform the relocation of household goods from *************, ** to ********, **.  We are regretful that ******************** did not have a pleasant moving experience and we will work diligently to satisfy his concerns.
  
  Management will be in communication with him soon to apologize for the inconveniences experienced and to assure him all issues will be resolved.
  
  Sincerely,
  ************************************************** ****