Complaints

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• Initial Complaint

  Date:06/02/2025

  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.

  Date: May 30, 2025Amount paid: ****** (deposit)Committed service: relocation (home, auto)Nature of dispute: refuse to refund deposit as promised in the callDetails: 1. Quick Ship Van Lines promised "refundable deposits" in the call, not mentioning any conditions2. We proposed a time range for moving (not confirmed date), signed the contract, and paid the deposit, then realized it was too early within an hour. My husband's company informed a change in the onboarding date right after our reservation and we feel it is safer to cancel until a closer date in consideration of the current job market.3. Quick Ship Van Lines claimed a "non-refundable deposit after settling down the date" (in the same day)4. Quick Ship Van Lines only provides an email ******************************* used for general inquiry) for policy cancellation, refuses to transfer or provide any number of contacts for billing, and claims the 'sales and post-service department' can't take care of cancellation and bills while can't reach billing service in any other way than email.What we have tried: 1. We called the 'sales/service team', received an answer as: can't help, can't provide process duration, can try to write an email to ******************************* if we don't get reply.2. We write an email to *******************************. No reply yet.The company was trying to sell services dishonestly, and we hope to get help in taking the deposit back based on their inconsistent explanation of policies and impolite attitudes in addition to lack of service after paying the deposit

  Business Response

  Date: 06/02/2025

  Hey Si *** We appreciate you reaching out on here and providing your feedback. Regardless if it is positive or negative, we need to hear from our customers to better serve future customers! We understand moving is stressful and can be expensive. We have our non-refundable deposit after booking in our contract because of scheduling and routing issues. We had already assigned this job to a carrier and that is reflected in the *** that is provided on here. Also provided is our email correspondence. We do not understand why you said we haven't responded yet, when an email was sent to you on June 1 which was a Sunday at 7:33am eastern standard time. We will still honor the deposit you made and you have been given a credit for the next 12 months. We would be glad to extend that for an additional 12 months as well for a total of 24 months. Also you can always call our toll free number, ************, and click 2 for customer service if you would like to discuss this further. Also you signed the contract that clearly states our non-refundable deposits policy. The Senior Relocation Specialist that you are referring to is ***, and he never told you on the phone call that deposits are refundable. We understand things can come up and change and it can be frustrating, so that is why we are willing to extend our credit to you for an additional 12 months for a total of 24. Thank you for your time and consideration, if you need anything else please give us a call directly. Thank you!