Complaints

This profile includes complaints for Overland Van Lines, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Overland Van Lines, LLC

  901 N Newkirk St Unit D Baltimore, MD 21205

• 

  Overland Van Lines, LLC

  8203 Fischer Rd Dundalk, MD 21222

• 

  Overland Van Lines, LLC

  1682 Cordova Street Los Angeles, CA 90007-1112

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:09/30/2024

  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.

  Overland Van Lines moved my furniture across states. And furniture arrived damaged. $1200 *********************** buffet-1 leg snapped off & 2 broken. Propped it up in my living room. Had to pay $150 to junk removers- irreparable & was a danger to my cat due to unstable . $300 antique blue coffee table. Cracked inside cabinet wall. And pain wood chipped on top. $85 kitchen automatic trash can ruined due to excessive tape. Filed ************ said they have 120 days to respond. No offer to reimburse me or refund any portion. Brokered by ******************************** separate claim. Were rude and piled boxes up where I couldnt reach to unpack. Called ****** furniture & told due to extent of damage- not able to repair footings.

  Business Response

  Date: 10/07/2024

  Thank you for bringing your concerns to our attention. We understand the frustration caused by the damage to your items during the move. However, we would like to clarify the terms of the valuation coverage that were agreed upon during the booking process.
  As per the contract and federal regulations, your move was conducted under the basic valuation coverage, which provides compensation of $0.60 per pound per article. This coverage, while a standard option, does not reflect the full replacement or repair cost of items. Unfortunately, since full value protection was not purchased, we are unable to offer replacement or full reimbursement for the damaged items.
  We encourage all customers to carefully review coverage options prior to their move. Basic valuation coverage, while included, is designed to offer a minimal level of protection. For moves involving high-value or fragile items, we always recommend selecting full value protection to ensure comprehensive coverage.
  We are currently processing your claim in accordance with the terms of the basic valuation, and we will provide an update within the 120-day period, as required by FMCSA guidelines. We appreciate your understanding and will continue to assist you in resolving this matter.

  Customer Answer

  Date: 10/12/2024

  Ive provided proof of the damage. The only response from the company was that legally they have until the end of October to provide a refund on the claim. 
  most companies *** worked with in the past provide a resolution within a week or two. They clearly damaged ruined my furniture. 
  I have nothing good to say. Since theyve held into the claim for almost 6 months. 
  Ive moved several times and never had a bad experience with my move until Overland. I even had to pay *****- Junk to remove it. For $150 due to safety reasons. 
  ***** Thorsen 

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22357297
  
  I am rejecting this response because: Ive provided proof of the damage. The only response from the company was that legally they have until the end of October to provide a refund on the claim. 
  most companies *** worked with in the past provide a resolution within a week or two. They clearly damaged ruined my furniture. 
  I have nothing good to say. Since theyve held into the claim for almost 6 months. 
  Ive moved several times and never had a bad experience with my move until Overland. I even had to pay *****- Junk to remove it. For $150 due to safety reasons. 
  ***** Thorsen 
  
  

  Business Response

  Date: 10/14/2024

  Thank you for your patience as we reviewed your damage claim. Upon evaluation, we have processed the claim based on the standard valuation of $0.60 per pound per article, as no full value protection was purchased prior to your move.
  
  Additionally, we want to clarify that there were no deviations from our procedure. The deadline for claim settlement is October 25th, and our claims department sent the settlement offer to you on October 3rd. For your convenience, Ive attached a PDF copy as proof of the email that was sent. However, no response was received yet on the matter.
  
  We are currently awaiting your approval of the settlement amount so that we can proceed further with the process. Once approved, we will request the check from our accounting department.
  
  Please do not hesitate to reach out if you have any further questions. We look forward to hearing from you soon.

  Customer Answer

  Date: 10/19/2024

  They have not resolved this complaint. They are waiting until the very last minute. Most honest companies would have given a partial refund. The buffet table was not fixable. One foot broke off and the other 3 were bent. And I had to pay a junk removal $150 to dispose of this $1200 ****** furniture piece. And they ruined my $85 kitchen trash can automatic opening.  The mover propped up the broken foot which could have killed my cat. Unacceptable and response is a lie and not sufficient. I moved here June 21st with no resolution.  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22357297
  
  I am rejecting this response because:  They have not resolved this complaint. They are waiting until the very last minute. Most honest companies would have given a partial refund. The buffet table was not fixable. One foot broke off and the other 3 were bent. And I had to pay a junk removal $150 to dispose of this $1200 ****** furniture piece. And they ruined my $85 kitchen trash can automatic opening.  The mover propped up the broken foot which could have killed my cat. Unacceptable and response is a lie and not sufficient. I moved here June 21st with no resolution.  
  
  Sincerely,
  
  ***** Thorsen   

  Business Response

  Date: 10/21/2024

  Thank you for bringing the reply to our attention. We recently received two conflicting responses from the customer, ***** *******, in relation to her complaint. On October 19th, 2024, Ms. ******* confirmed her address, approved the claim damages amount, and acknowledged the settlement amount in her email - Please see the attached picture. However, on October 21st, 2024, we were notified that Ms. ******* rejected our response via the BBB platform.
  Given the discrepancy between these two communications, we are seeking clarification on how to proceed. Specifically, we would like to know whether we should move forward with the agreed-upon settlement amount, prepare the release form, and schedule the check as per her initial approval, or if further steps are required to address her rejection on the BBB portal.
  Your guidance in resolving this matter would be greatly appreciated, so we can ensure the proper steps are taken for both the customer and the ********************.
  Thank you for your assistance.

• Initial Complaint

  Date:07/02/2024

  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.

  On June 28, 2024, Overland Van Lines LLC was hired by We Move Anywhere to pack up my three bedroom, living room, dinning room and kitchen and move me from ******* to ***********, My move was quoted by We Move Anywhere at 3848 dollars, prior to Overland Van Lines picking up my items, I had to pay We Move Anywhere 980 dollars and when Overland Van Lines arrived at my home, I had to pay them 1900 dollars before they would start packing my belongings. Now I'm told my move will be 8200 dollars. I told Overland Van Lines and We Move Anywhere that I needed my belongings delivered on July 2nd, Overland Van Lines never put a delivery date into their system and are demanding that I pay them 3200 dollars before they deliver my items and another 3200 upon delivery. This is outrageous, both these companies need to be investigated.

  Business Response

  Date: 07/11/2024

  The job was given to us by We Move Anywhere and initially, it was for 599CF on 6/14 and the total price of the move was $3854.04 of which $1284.04 the customer paid as a deposit to the broker. On the 24th of June, we received another revision done by the broker and it increased to 842CF and the total price was $5997.13 whereas the deposit that was paid to the broker was $2227.13. Once we arrived for the pickup on the 28th of June, the customer remarked that the truck was not fully empty but it had enough space for his items based on the estimate at that time. Once we started the move, it was apparent that the customer had more items than stated on the estimate. We had to unload the initial shipment we took, and went back for a second time to pick up the rest. The estimate increased to 1750CF which made the total of the move $8.473.44 which doesn't include the deposit he already paid to the broker. As a standard rule, 50% must be paid at pickup and the other 50% to be paid before unloading. In regards to the delivery as noted in his contract:  "The standard delivery timeframes are based on the **** (First Available Delivery Date) the customer marks while completing the bill of lading at the pickup.  If the **** is outside 30 days from the day of pick up then the carrier has the right to charge for monthly storage costs." His first available date marked is the 2nd of July. According to the current schedule, the delivery will be tomorrow around 10 am. 

• Initial Complaint

  Date:05/31/2024

  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.

  Hired moving company 5/25. Movers took bed apart but didn't have proper tool to finish. Were to come back to finish, get dresser and tank. Haven't heard further as to how correction will be made.

  Customer Answer

  Date: 06/07/2024

  We have a bent prong to our plug for our sectional and therefore our sofa no longer reclines.  I think I the taking apart of the bed, they may have broken it and now we have to get my daughter another bed since all we have functioning is a mattress on the floor.

  Business Response

  Date: 06/25/2024

  On May 25th, we assisted with ****** ****** move. Due to unforeseen circumstances, the movers were unable to assemble the bed at that time. It was agreed that we would return to complete the task. Despite our tight schedule, we offered to return on June 16th, but the customer declined (see attached communication).

  Customer Answer

  Date: 06/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it took too much time to get back to us to complete the job.  We paid in full for a job that was not complete.  Because you took so long, it ended up costing us money for the incompletion and I didn't like the service of the movers which is the other reason I didn't want them back. I still would like some of my money returned.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 07/09/2024

  The customer never filed a claim nor requested one. We called her on 5/27 in regards to the assembling of the furniture and when we can come back but to no avail. We asked her again on 5/28 and we receved the following message from the customer "***** ******* 5/28/24 10:15 AM
  Message: Will do when I get a moment".  Once we advised her that we can come back on 5/29 between 4-6 pm it was not a good time. When we tried again for 6/16 she advised us to not come back . 

  Customer Answer

  Date: 07/15/2024

  How is communication on 5)29 and not hearing from them until 6/16 acceptable? I'm very angry with the company and not happy with the help BBB gave in this matter. 

  1. The time span in the two calls too long 

  2. The services received from company for the move was not good. Speed was slow in the movement 

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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 had originally researched a company for out of state moving services and came across a company that offered reasonable prices for move from ************* to *******. I had originally spoken with a woman named ***** ******** from One ********************************* **************** that had sent me an invoice for a specific price based on the items I was moving. She stated that due to the amount of items I had that I wouldn't be charged extra if i decided to add more which wasn't the case. When the movers did arrive, they were extremely unprofessional and rude and wasn't called One ********************************* but was a loving company they hired called OverLand Van lines. Not only were they verbally unprofessional but they raised the price which of course I had to pay in order to meet my deadlines to move out. From there they kept my items in storage until my actual move in date, 4/19/24 (moved out 3/29) and when they arrived 4/20/24 one of my large bedroom items was completely damaged, my living room tv stand was damaged and various vases and my daughter item. That day up the price from what they said it would be from when they collected my items plus a stair charge that was supposed to already be i included. The customer service *** for the company ****** and ****** was unpleasant and unhelpful. They didn't explain the price increases well and made me to be stupid. Then when I called about the damages to my items I was told by ****** that someone from a different **** would call which never did. I left two voicemails since then for no answer. I want answers and payment for my damaged items. Overland Van Lines:****** **** Certified Relocation Consultant Phone: ************** ******************************* ***** ******** ************ Accounts Manager One ********************************* ************ *************************************** *********************************************

  Business Response

  Date: 05/22/2024

  A claim form has been sent to the customer on 23rd of April. The email consist of all the information needed and the claim form is also attached. We are really sorry that some items got damaged and you are still due a compensation once the claim is filed. You will be compensated based on your valuation coverage which is 060 cents per pound oer article. I will attach a screenshot of the email we sent to the customer. 

• Initial Complaint

  Date:02/29/2024

  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 scheduled a move with this company back on December 4, 2023. The moving company did not notify me of pickup until less than 8 hours out on December 18, 2023 after being promised 48 hrs and 24 hrs prior notice. I scheduled my drop off to be on December 23, 2023 to which it was not completed. I heard no updates on the whereabouts of my items or an ETA for delivery. once contacting customer service on January 8, 2024 (3 weeks after picking up my items) they denied my move was scheduled for December 23. I had to email proof of documents for them to then tell me my items would be delivered on January 14, 2024. Once my items were delivered, my queen sized mattress, and a large box were missing, in addition 3 of my plastic totes were shattered, my dresser was dented and paint chipped, and two brand new wrapped carpets were severely damaged and stained. I was only awarded $40 for the entirety of the missing and damaged items. I understand the coverage of my insurance was minimal, however I should not have to purchase extra coverage on insurance totaling to $500 more if this this company did their job correctly. Since receiving my items i have been denied the opportunity to speak to a supervisor, and even denied the opportunity to file a claim. I have spent an absorbing amount of time talking to customer service to gain no end result. It has been almost two full months since receiving my items that I still have no resolution or compensation based on my signed contract with this company. They will not answer my phone calls, emails, and are continuously denying my requests to speak to a supervisor or give me access to filing a claim form which is within my rights per the signed contract.

  Business Response

  Date: 02/29/2024

  Thank you for reaching out and bringing your concerns to our attention.
  I want to assure you that we have maintained consistent communication throughout the claims process. We acknowledge receipt of your claim form and have been diligent in responding to every email you've sent.
  As outlined in the initial instructions provided to you, we take compliance with federal regulations seriously. According to these regulations, claims may take up to 120 days to be settled or denied. Rest assured, if further investigation is required beyond this period, we are committed to providing an extension notice until a resolution is reached and communicated to you in writing.
  Your satisfaction is paramount to us, and we appreciate your patience and cooperation as we work towards a resolution.
  If you have any further questions or require additional assistance, please don't hesitate to contact me directly.

• Initial Complaint

  Date:11/30/2023

  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.

  The service date was July 12, 2022. I tried working with the company, but my complaint was ignored. I cannot afford a lawyer, so I continue to be angry. I also believed the BBB would not be of much help. I moved a second time using ***** *** who moved in the time they said, not riding the clock, and for the amount they estimated, not doubling the cost, so I know it can be done professionally. Sixteen months later I'm still furious so this just may only be a loud complaint letting everyone know of a totally hostile and unscrupulous moving company. I couldn't meet BBB's time frame because I had to move twice, it was just me and after dealing with two movers and overpaying and being lied to by one I was exhausted and in minor shock that I did not call the police at the time of the first move.
  
  My complaint falls far outside of customer service. My belongings many of which are irreplaceable were stolen, destroyed and defaced beyond repair. I can email 64 photos of the destruction, for some reason I couldn't upload them to this form. The details are in the docx I uploaded. I sent this complaint once but didn't hear back. I'll call tomorrow to confirm receipt.

  Business Response

  Date: 11/30/2023

  Hello.

   

  Thank  you for bringing this to our attention.

  We have reviewed the case.

  We would have attempted to contact the client back in March and we have provided a settlement offer. 

  We had nor response from the client after that, and thus the case was frozen on our end. 

  We will resend the settlement to the client and again and would be happy to still honor it if they reply and cooperate.

  Customer Answer

  Date: 11/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the damages fall far outside of any customary customer service remedy or policy.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 12/07/2023

  Hello,

  Thank you for the update. 

  When we received the previous message here, we reached out to the client and offered to reopen the case and continue with a settlement. 

  The client does not want to accept the settlement but the only rebuttal they are offering is that they think they are entitled to more. 

  We have reminded them that everything has been handled as per the contract they signed with Overland Van Lines.

  We are operating exactly per the outlines of the agreement and even offering more than what the situation constitutes. 

  There were items that were inherently fragile. Furthermore most items were not damaged in a way that compromises their functionality. 

  Normally compensation would be offered for surface damage and scratches, but we have opted to compensate for the full weight of the items instead as that would provide the client with a higher settlement.

   

  Having all that in mind, we have advised the client that our offer still stands, but it is the final amount that can be offered per her contract - $431.40.

  The weight of the items was provided by the client so the settlement amount was given per the information she gave us.

   

  As they are not accepting, we have offered them to seek arbitration as that is the only other option. 

   

  We would be happy to proceed with the original settlement we sent or of the client wants to move to arbitration -  we have provided them all needed contacts to do that.

  Business Response

  Date: 01/10/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

  Business Response

  Date: 01/30/2024

  Hello, I am a bit confused regarding the outcome of this case. We offered a settlement of $431.40 and sent the agreement which had to be signed and notorized by the customer in order to sent the check. We sent her an email with this information on the 27th of December, 2023 and received no reply from the customer. Since we did everything on our part, I do believe the claim should not be closed as unresolved since the customer didn't comply with the necessary documentation.

  Business Response

  Date: 02/01/2024

  Hello, I attached the email I sent to the cust and never received a reply.

  Customer Answer

  Date: 02/01/2024

  
  
  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.

  While it is not satisfactory to me, I will not spend another dime on their behalf. Their response was in my spam folder, and I see that they are requiring me to go out and perform actions so I can get their paltry remittance. I'll do it when I'm out.

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

• Initial Complaint

  Date:11/12/2023

  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.

  November 2, 2023, I hired Overland van lines to move me locally, THE MOST TRAUMATIC EXPERIENCE EVER ????????
  THE WHOLE COMPANY IS A SCAM, MOVERS WERE SLOW AND ON THEIR PHONES MOST OF THE TIME, THEY LIED AND MANIPULATED ME, THEY DID NOTHING ACCORDING TO THEIR CONTRACT!!!!
  DONNE ****** IS IGNORANT AND UNPROFESSIONAL, CARLOS THE MOVING GUY ARGUED THE WHOLE TIME BECAUSE I TOLD HIM HE WAS SLOW. I HELPED THEM MOVE MY BELONGINGS FROM THE STORAGE PLACE, MEDICALLY I COULD NOT. THE WHOLE OPERATION IS A SCAM!!!!!!!!!!!!
  I have completed unpacking yesterday to realize there are several boxes still missing, a glass lamp shade, tool box, expensive curtain rod, customized welcome mats, a large box of expensive shoes, my couch is ripped and damaged in several places!!!
  Kevin (one of the movers), was in his phone the whole time handling
  His own private businesses and not tending to mines, I have filed a police report, tried to get my money back from my bank, I am sick to my stomach

  Business Response

  Date: 11/17/2023

  Hello,

   

  Thank you for reaching out about this.

  We would like to clarify the situation.

  When we arrived on the job, our movers started working and at a point estimated that the 3 hours that were booked will just not be enough to carry out the full service.

  This was presented to the client, in which instance she became irate and refused to discuss claiming she will not pay for more than 3 hours and she wants the job still done even if it takes more time. We explained that we can not proceed until she agrees to increase the time. She started yelling at the team and at our billing manager over the phone, threatening not to pay at all.

  We tried our best to assist and carry out the service in full but as she refused to increase the time, we were forced to leave the items that were left over in the lobby.

  There was 1 missing items as she mentions, which was mixed up, but that was delivered within a few days.

  The client was shown a full inventory list with all items, which she had to sign in order to finalize the service. 

  That signature signifies that she has checked the list and agrees with it.

  Our mover was on the phone a few times admittedly, but it was with our office due to the aforementioned issues. 

  He was at a job that he needs to finish with a client refusing to pay and yelling at them.

  In regard to the couch - the marks were caused due to the fact that the client insisted they try to fit it in the elevator, that was too small for it.

  Our claims team has reached out to the client and sent the needed claim documentation to be filled out for any damages and missing items still.

  We would be happy to assist them if they cooperate.

  Bureau Response

  Date: 11/20/2023

  Kelly *******
  
  **** ******* **
  *********** *****
  
  
  
  
  
  Dear Kelly *******:
  
  
  
  This message is in regard to your complaint submitted on 11/12/2023 against Overland Van Lines, LLC.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from Overland Van Lines, LLC. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Wanda *******
  **************************
  
  

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  

  Hello,

   

  Thank you for reaching out about this.

  We would like to clarify the situation.

  When we arrived on the job, our movers started working and at a point estimated that the 3 hours that were booked will just not be enough to carry out the full service.

  This was presented to the client, in which instance she became irate and refused to discuss claiming she will not pay for more than 3 hours and she wants the job still done even if it takes more time. We explained that we can not proceed until she agrees to increase the time. She started yelling at the team and at our billing manager over the phone, threatening not to pay at all.

  We tried our best to assist and carry out the service in full but as she refused to increase the time, we were forced to leave the items that were left over in the lobby.

  There was 1 missing items as she mentions, which was mixed up, but that was delivered within a few days.

  The client was shown a full inventory list with all items, which she had to sign in order to finalize the service. 

  That signature signifies that she has checked the list and agrees with it.

  Our mover was on the phone a few times admittedly, but it was with our office due to the aforementioned issues. 

  He was at a job that he needs to finish with a client refusing to pay and yelling at them.

  In regard to the couch - the marks were caused due to the fact that the client insisted they try to fit it in the elevator, that was too small for it.

  Our claims team has reached out to the client and sent the needed claim documentation to be filled out for any damages and missing items still.

  We would be happy to assist them if they cooperate.

  Bureau Response

  Date: 11/26/2023

  Raymond ****
  Overland Van Lines, LLC * ********** ** ***
  ********* ** *****
  
  
  
  
  
  
  Re: ID * ******** - Kelly *******
  
  
  
  Dear Raymond ****:
  
  
  
  Thank you for your recent response to Kelly *******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Wanda *******
  **************************
  
  

  Bureau Response

  Date: 11/26/2023

  Kelly *******
  
  **** ******* **
  ******** ** *****  
  
  
  
  
  
  Re: ID * ********* Overland Van Lines, LLC
  
  
  
  Dear Kelly *******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Wanda *******
  **************************
  
  
  

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Moved from ******** to ********** and used united van lines Moved on oct 8 2023. There was a lot of damage and 2 items of theft. The attached is what I got back for compensation. There is no compensation for the stolen items. Attached pictures clearly show that the box was tampered and someone stole the 2 purses and tapped it back How is it fair that the company doesnt compensate for stolen items ? how can employees get away ? i asked if they had cctv and recordings but nothing concrete please help !!

  Business Response

  Date: 08/14/2023

  Hello,

  Thank you for forwarding this. We are very sorry to hear you were not happy with the service you received.

  As we per our previous communication over email, we have advised that the settlement offer we sent was the best we could offer in such a situation.

  There are a few reasons that prevent us from extending further compensation.

  The items you claimed are missing were in a box. As per our contract, we have no way to know what is in a box that was packed by you, therefore are not liable for the items inside. We unfortunately can not know if the box was tampered with as you simply sent a picture of the box open, inside your home. That, I'm afraid, does not prove anything. As per the contract you signed with us, we have offered compensation as per the relevant clause - $0.60 per lbs. per article.

  If you have any other questions, we are here.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20413115
  
  I am rejecting this response because:

  The inventory table that was filled out by the moving company lists the boxes and not each and every content inside the box. However, you can clearly see one of the boxes was badly damaged and tampered with. Why cant the moving company look at the cctv footage or any kind of recordings to confirm who do it ?

  Its clearly a theft from one of their employees who was able to scan the box and get  the ***** vuitton and ***** bags stolen. Are there no recordings available that the company can review to check who is the rogue employee that stole these items ? The company can also check why why this one box was tampered with looking at their recordings. This will prove it was damaged and tampered with and they can get the employee who did it

  What can be done here ? Clearly , we lost ~2600$$ worth of bags . How can employees get away with stealing items from a customer ? This is really frustrating. I'm surprised if BBB has not received any complaints from other customer for this company. Can that be looked into ? 

  Its a huge amount for us, and clearly frustrating theres 0 compensation for the stolen items. Are there other customers who have complained for stolen items with this company too .. What can be done ??

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

  Business Response

  Date: 08/15/2023

  Hello,

  Thank you for the reply.

  Once more, we understand your point but you also need to understand that we are simply handling according the the contract we have with you. 

  If the resolution we have offered is not suitable for you, the only other option we can offer is for you to seek arbitration.

  To proceed with arbitration,  you have to contact CSI to process your arbitration request. Please see the contact information below:

  CSI contact number: ************
  Email: **********************************
  

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20413115
  
  I am rejecting this response because: Understand , but I have lost $2600 worth of goods and if you guys have cctv recordings, we could find the culprit or the employee who stole them. I would like to go into arbitration through BBB as they have been a trusted company for years !
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 08/17/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

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

  Business Response

  Date: 08/21/2023

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues. I will reach out to the client for further steps

   

  Regards,

   

  Customer Answer

  Date: 08/23/2023

  I got below from business , I did some research on this *********** and yelp and BBB have terrible terrible reviews . Why cant we proceed with arbitration with BBB ? What are my other options ???

   

  We have received an arbitration request from BBB but we handle arbitration through a different 3rd party company.
  To proceed with arbitration,  you have to contact CSI to process your arbitration request. Please see the contact information below:
  CSI contact number: ************
  Email: **********************************

  Customer Answer

  Date: 08/29/2023

  Totally understand and appreciate the help Serigne , Unfortunately i will bear the loss and accept the small claim payment im getting from the company . their arbitration company reviews are terrible 

• Initial Complaint

  Date:07/02/2023

  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.

  Date of Transaction was Sept 29, 2021. Bottom Line up Front (BLUF) we are just settling in to the final leg of our move and discovering our household items very damaged among many boxes that were not labeled. Overland Van Lines was hired to pack and move us. We moved the majority of a 4000 square foot home into a climate controlled 30' X 10' storage unit. A small portion was sent to our temporary housing at a military base. Overland sent a team of 6 people of which only 2 spoke english. As we have had to move twice due to COVID-19 housing issues, we are just unpacking into our home that was postponed for 18 months. Normally, unpacking in a timely manner would have occurred outside of COVID. So here we are just discovering the packing mess Overland left behind. Among many issues were a full pot of coffee packed away with dishes from the kitchen. Broken dishes and damaged household items (Christmas decorations, family photos, etc.) are being discovered. The Furniture was easy to identify, however, as we open each storage box it's a surprise what we find. This company should not be in the business of handling anyone's personal items. Everyone got a pass due to COVID-19!! It was common for deliveries to be late, orders to be delayed and as in our case a home delayed 18 months. I believe some consideration be given to those on the recipient end. As you know during that time period, it was difficult to get any service or product in a timely manner. The explanation was always COVID-19. Now I'm asking for the same consideration. Due to COVID-19 and no fault of our own, I'm requesting restitution for a really botched job.

  Business Response

  Date: 07/17/2023

  Thank you for your honest feedback.
  
  
  
  I fully understand how you might feel in this situation and would like to assure you that we certainly do not want to leave such an impression. 
  
  
  Before we proceed, I would like to apologize for any inconvenience caused.
  
  I have had a chance to check our system, and I was not able to locate a claim logged under your name. We send emails with a claim form for each case. It must be filed within a month after the date the goods are delivered and we must receive a reply to the form within that time frame as well. All of this is outlined in your service contract.
  
  
  I wish there was something else we can do, but in this case, our hands are tied.
  We need to be very strict with timelines listed in our contracts as they are part of our process to deliver a high standard of service.
  
  
  Should you have any questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:06/15/2023

  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.

  On Monday may 29 the company came to our home to pick up our belongings as we were moving out of state. The original Order was made with Alliance moving company this was a 2 party picking up the move and I wasnt told until the day before . So anyway they came and out all our stuff in the truck along with another persons stuff that was already in the truck and they told us that they will be meeting us the next day in **************. My husband and I get to ************** the next day and call the company to ask them what the *** was for them to get here and they said no one told us that we will be getting our things the next day that they can take up to 21 days to bring us our belongings! I immediately began to panic because all my work from home office things were in that truck and I needed to start working that Monday . They told us that there was nothing they can do that we basically had to wait until they had someone to come our way and bring our things. For 4 days we had no clothes I had to go out and buy things to get us by. Finally Saturday I get a call that our things will be here on Sunday. Sunday comes and they get here at 9 pm in a totally different truck that our stuff was originally and a lot of our stuff was re boxed and boxes were crushed bags were ripped and things were damaged. I felt soo violated I felt as if they looked through our things my husbands motorcycle was severely damaged and when they were taking our stuff out of the truck they really acted like they didnt care about our things or how upset we were this was the worse experience I have ever had with a business

  Business Response

  Date: 07/03/2023

  We are truly sorry that some items got damaged in transit. A claim form was sent to the customer so a compensation can be provided based on the valuation coverage chosen. Regarding the delivery, Is part of Alliance contract that they will place their shipment with a carrier. Also, the delivery window starts after the first available date for delivery, and based on the location it can take up to 21 business days. However, we try to ship the goods as fast as possible. ****************************************** **** places the shipment with an authorized, licensed, and insured FMCSA household goods motor carrier. However, you understand and agree that *********************************** **** makes no guarantees and/or warranties concerning pick up or delivery time and dates, or the assigning of a carrier to provide the transportation services requested.  By allowing your assigned carrier, designated by *********************************** ****, to pick up your household goods, you are agreeing to the terms and conditions of this agreement.

  Based on the size and mileage of your shipment, delivery may take anywhere from 0-21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and *********************************** **** such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: ***** miles: 0-7 days. 501-1500 miles: 1-10 days. ********* miles: 2-14 days. 2501+ miles: 5-14 days. These estimated delivery spreads begin on the shippers first available delivery date. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. The estimated delivery dates on this agreement are based on a flexible schedule as well as accessible conditions at both origin and destination locations. Customers moving during peak season months (May September), may experience longer than usual delivery times.