Complaints

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:09/10/2024

  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.

  08/22/2024 - Agreement # ****** Nationwide Van Lines moved my household goods from ******* to my storage facility in *********, **. This was the WORST moving experience I have ever gone through! I was crystal clear in my communications with them that among my belongings to be moved was a baby grand piano and was told they had complete knowledge and full experience moving the piano - they only dispatched 2 men, which is completely ridiculous to handle an instrument that size. The 2 men appeared to grow tired so the packing became sloppy and what I considered careless. I called the office 2 times to complain.Upon completion of packing/loading I was advised to contact Nationwide to get delivery status, but I feel they should have been the ones to keep me informed not the other way around.Upon delivery to my temporary storage, the driver was smoking cigarettes INSIDE of the truck with my belongings inside. The workers had nothing to cut the tape from the blanket wrapped furniture and used lit cigarette lighters to break the packaging tape free from the wrapped blankets. The protective blankets were tattered with holes and finishing on some of the pieces of my furniture were damaged.Several of the boxes containing breakable items were clearly marked however they were brought in from the truck upside-down and placed in storage that way.I sent a registered/certified letter detailing the issues to Nationwide Van Lines President *************************. To make matters worse, because I am in transition and still house hunting, I wont know the full extent of the condition and/or damages to my belongings for a while.I have written a certified/registered letter to Nationwides president detailing the horrendous mishandling of this move but have yet to receive any kind of response. I want a full refund of $7,445.40

  

  Business Response

  Date: 09/10/2024

  Hi *******,

  First and foremost, we would like to apologize for any and all inconveniences that this may have cased.

  Thanks for taking my call today. I did call you on August the 15th to review the final delivery outcome into ********, which was the very next day.  I did not hear back from you.

  I did want to add that you and I were in constant communication on the day prior to origin services and the the day of origin services. We dispatched enough *** power for the

  move as we both discussed arriving and starting a day early.  As the second day approached, a 3rd *** was dispatched to help and handle your (Baby Grand Piano).  The crew

  wrapped and handled the piano accordingly.  No damages were detected and everything ran its course as far as getting you completed loaded on August the 8th in ******** 

  I did advise you on August the 8th that your shipment would not be delivered by the weekend.  I reached out to you on August the 12th to advise that your shipment would be getting loaded the very next day.  On August the 13th, I reached out to advise that your shipment would be delivered within a few days. 

  We will discuss the issues that you mentioned with the crew upon delivery into Ky.   Your household goods were delivered into your private storage unit.  I understand that you

  are house hunting and will eventually have your items delivered to your residence. At this point, there is no evidence of any true damage to your shipment.  A carrier loses control

  of a shipment once it is delivered into a private storage unit. 

  I will discuss your concerns with my next level. 

  Respectfully

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

  Customer Relations 

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22262261
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/16/2024

  Nationwide stated that they would escalate this issue to the next level; however, I have yet to hear from the next level.  I am still at a loss regarding the total disregard and disrespect for my belongings from the Nationwide staff and feel that at a minimum at least half of my costs $3,972.70 should be refunded due to the cigarette smoking in the truck with my belongings inside, the lit cigarette lighters used to break packing tape from my belongings and boxes brought into storage upside down.  Nationwide is not the professional moving company they claim to be and the reason why I hired them.

  

  Business Response

  Date: 09/16/2024

  Hi *******,

  I did escalate your concerns to my next level. We discussed the issues you encountered on the day of your delivery. We have no proof that the crew was smoking in

  the back of the trailer and or using the cigarette lighters as a tool, blade for unwrapping the blankets/tape.  However, if you say they were, we apologize for any and

  all inconveniences that this may have caused.  As for the boxes that were placed upside down in your storage unit, we have no evidence-proof of damages. 

  Your price quote did not change. After further review, we cannot justify a refund back to you for half the cost of your move.

  Again, we apologize for any and all inconveniences that this may have caused.

   

  Sincerely,

  ****

  Customer Relations

   

   

  Customer Answer

  Date: 09/16/2024

  Im telling you what happened and it did happen.  You are calling me a liar thats a shame.  What comes around goes around.  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22262261
  
  I am rejecting this response because:Im telling you what happened and it did happen.  You are calling me a liar thats a shame.  What comes around goes around. 
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/12/2023

  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.

  On 6/16/23, I signed a contract with Nationwide Van Lines to deliver my moving items from *******, *******, to *****************, for $4,440.74. The items were insured under the Release Value Protection. The move consisted mainly of boxes and a full king-size bedroom set. Since the most oversized item in the move was the mattress, it is inconceivable that it was lost in transit, along with the headboard and Papasan. The items were moved to three locations before arrival at my home (an air-tag was placed). On 7/6/23, the items arrived except the ones mentioned above. ***************** from the ***************** stated he had been actively searching the warehouses since 7/6/23 and was unsuccessful regarding their whereabouts. On 7/12/23, I spoke to **** and requested to file a claim and talk to his superior. As per a recorded line, he is the only person to consult. ***************** stated that Nationwide is willing to settle for a $500 loss of property resolution for a Sapphire Sleep Thermic-Cool Phase King size mattress valued at $4,049, Brimnes Headboard valued at $200, and the Papasan Chair legs valued at $149. Nationwide Van Lines was entrusted and paid in full to transfer the safe shipment of my belongings through interstate highways. They hired several third-party moving companies to continue making the move, which led to my property being held in three different warehouses. At this point, Nationwide Van Lines LOSS/STOLE my items. We are sleeping on an air mattress, and $500 will not settle the loss of these items. The consumer is at the mercy of the moving company, and someone committed a crime. Please help, assist, or warn the public that the law protects the business owner, not the consumer. Consumers entrust the company hired and need access to whom they hand their belongings. Nationwide Van Lines is 100% responsible for their inconsiderate negligence.

  

  Business Response

  Date: 07/27/2023

  Hi, 

  This is ***************** with Nationwide Van Lines.  *************** back to the above complaint. The shipper declined the full value protection plan that allows repair and or replacement

  of a like kind furniture piece. I emailed the shipper the bill of lading showing the full valuation protection plan being declined.  The shipper had the ability to add the full valuation

  protection plan with a zero deductible increasing the order for service $361.44. The shipper is at the standard .60 cents per pound per article. The king size mattress along with the

  headboard, and missing frame to the papasan chair add up to less than $200.00. The shipper is reaching for $4000.00. We offered the shipper $500.00. She declined. The shipper

  came back and requested $2000.00.  We then offered $1000.00 which is very generous considering no valuation protection plan was added to this shipment.  We advised that if

  we find the missing mattress, headboard and frame to the chair, that we would ship at no cost, and not request the $1000.00 offer back. The shipper replied that she is still not happy with the $1000.00 offer.

   

  We apologize for any and all inconveniences that this may have caused.

   

  Respectfully

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

  Nationwide Van Lines

  Customer Answer

  Date: 08/14/2023

  Situation has been resolved.