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:05/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 company misrepresented themselves as the carrier and offered several discounts on the overall move. Though I called back and triple checked the weight and verified the total price, the company reassured that the deposit will be applied to the overall move (it was not) and the price was guaranteed When I requested a correction to the cubic feet listed on the quote, they stated that the appropriate amount was listed in the detailed description, as the was very clear that I was in need of moving two 10x10x10 foot storage units that were completely full. On the day of pick-up, a completely different moving company arrived and quoted me a different rate that was more than double the original rate. After trying and failing to reach the original company for 2+ hours, I was required to sign a separate contract and the new moving company stated they did not receive any portion of the deposit of $1400, so those funds were not applied to my moving costs as promised in the original contract agreement. The original coordination was through *********************************** but when they refused to answer my calls or respond to emails regarding the change in the contract, the actual carrier recommended a stop payment for the *** transfer via my bank. The company then created a fraudulent check in my name, signed said check without my consent, and made it payable to a different company (Landstar van lines). They continue to ignore my calls and I was forced to close my bank account and dispute the fraudulent check.

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 company, who goes by the name of Starline Vanlines (DOT: 3831389 MC: 1389967), has failed to repay my deposit after I cancelled services within the allotted time period per their contract, even after they acknowledge the proper protocol was followed. The company initially quoted me for an interstate move with the exact amount I was looking for. I went ahead and put a deposit, but later went back to do further research on the company. I found out multiple complaints, and the different company names, which triggered a red flag and went ahead to cancel the move through email as required. I received a confirmation email from the company acknowledging the cancellation was within the 3 day period and that I should expect a refund of my deposit within 21 business days. What followed was multiple weeks of calls and emails but the call center can not transfer to the billing department and can only repeat that payments are done very Fridays on a first come basis, and they can only distribute a certain amount every week because "they use Zelle". The only way to contact the billing deportment is through email, which they ignore until I threatened with legal action after 2 months of waiting. After that they went silent again, and now I'm indeed pursuing legal action with a lawyer. Do not do business with this company under any circumstance.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In Sept 18, 2023 we contact Starline Vanlines for a quote about an out of state move. The quote provided was $3200, Starline sub contacted this move to Landstar VanLines. Landstar did not have the correct move date, but when they finally got the right move date and came to move us the charges jumped from $3200 to $8800, we told them no because we paid half and were committed to the rest of the total of $2000 and that was all they did not agree and they left. We would like to get the $1000 back and they can keep the $200 for the quote.

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 were going to move from ******** to *********** ** they never showed up to move ** and they already took money out of my account in the amount $3300.00. I have called the business and they would not answer any of my phone calls. This happened in March or April 2023. I have called the elderly abuse hotline and reported. I would like to be refunded in the amount of $3300.00

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  1-I got a quote from Landstar months before cross-country move, signed contract/paid deposit of $1700 on 8/1/23.2-moving *** clarified details of my load size, said they would charge more if I had more/larger items. I agreed to eliminate some items, and be charged appropriately. 3-unbeknownst to me, co contracts w/ another *** for the pick up, which I scheduled for 9/8/23 (I was not initially told I needed a 2-day window, but prepared by making 9/8/23 the last day I'd have access to my apt just in case).4-was charged another $500, but the day of my p/u, I was told by the contract co Moving Team, there was an accident, and another crew would need to be sent out the next day between 11 and 1 pm. The person I spoke with was condescending & not helpful; suggesting that if I were delayed in moving, she was sure there was someone else who could step in for me. I asked for my late move out fee to be covered.5-time approached the next day without a call from the driver. I called the second company back to get the driver's #, & was told by him that he was delayed as another customer had more items that she initially told them, and he was obligated to complete her pick up. He (& the previous female employee) gave me multiple times for a possible pick up-later that night, or sometime the next morning, although I had a flight to my new city). It was all so vague & untrustworthy. I called the second company & asked to speak with management. The manager attempted to sound polite, but still ultimately gave me the runaround, asking about whether I could change my flight, or give someone else power of attorney to manage the shipping of my items in my absence!6-Ultimately, had to change my flight, not w/ an expectation they would be honest about a pick up, but to facilitate putting as many things in storage as possible, allowing my apt to charge my security deposit for items left behind. contacted both companies to cancel the shipping, and asked for my money back. No money yet.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  reserved movers for **** paid deposit of $1200--they wanted *****; I refused; but agreed to pay with credit card. Lined up move for weekend of 5/20-21st. Was informed I would be called 1 week out; no call; so I called..was informed movers would arrive 5/22 between noon and 4:00pm. (had to agree, as I had no choice, and they were requiring $200 more money). I called several times during the day for an eta and was informed they were on their way. Come 4:00pm, no show, was told by ***** around 6:00pm that no one would be able to move me today; hopefully the following week. --they never showed and I had to scramble to get a new mover. I disputed the charges on my credit card; I got the $200 back; but am still fighting to get my $1200 deposit returned. I called and emailed to request refund; and have not heard back..trying to work with credit card company at present.

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 items were picked up from **********, ** on July 2nd to be shipped to *********, **. The broker we had booked with and even the moving guys ensured me that once picked up, the truck will be on the move and it takes 6 days. I had left ** for ** the 8th expecting my truck to around the corner somewhere, the next day we called and they said the truck is in *********. **************** explained in the contract there is a 21 day delivery window, which we then verified. 2 weeks had gone by still unaware of where my items are. I am now sleeping on the floor on an apartment with only the things I had packed on the airplane. I called customer service again and they then randomly changed the information to first day of delivery was July 9th, so I must count 21 days from the 9th, which I still dont understand. Called again and customer service changed the date from the 9th to the 10th. Now approaching my expected end of **************************************** where my truck is. ******** to be exact, is extremely uneducated on the process and keeps lying to me. I ask to speak to a supervisor and ******** says he is the supervisor, and above him are the owners. I ask to contact someone who can actually help and he said no one would lift a finger for me. I have read and reread the whole contract and nothing it making sense. I have looked through the 1 star reviews and they say the same exact story as me. The truck goes missing, customer service cant help, then they find their items being sold. I would like to get my items back so I can move my items myself as well as a refund, or Id like to shut this company down and save everyone from fraud.