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

  1682 Cordova Street Los Angeles, CA 90007-1112

• 

  Overland Van Lines, LLC

  8203 Fischer Rd Dundalk, MD 21222

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:06/15/2023

  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.

  This moving company reassured me that my belongings would be handled well and the process would be smooth. I had never used a moving company and Overland was eager to compete with local companies and assured me top quality. After explaining all the items we had (both in our home and in a local storage unit as we staged our home for selling so many items we put away) they gave me a competitive price. We agreed upon, to get the price another company offered, that was in our budget, that we would take care of moving the beds, mattresses and frames, in the home and by doing so they would only need to send 2 workers instead Of 3 and that gave me the pricing I was looking for and they had a 26 foot truck vs a 16 ft the other company had. We went thru each room and I told him what we had to move including the outdoor items and told him that we had a medium to large size storage unit filled with mainly totes and contractor bags. He said all that was not an issue and he gave me the pricing of $680. I gave a deposit of $136 on May 26th and the remainder was to be paid on the moving date of Saturday June 3rd at which they charged me $565.76. $701.76 is the total they charged. While on the phone during initial signing he had me look over the contract and sign while with him so I could make the deposit. On the paperwork he listed substantially less items than what we went over and when I stated that to him he told me that it was only for paper purposes so that he could give me the rate and not to worry they dont go off of that its just a very rough guess for pricing. Well the day of the move the two men showed up and stated there was no way they had the time to move all the extra items not listed and they would have to do another contract at double the price if I wanted my items moved. After spending almost an hour on the phone disputing with Overland they were not willing to hold up their end of the agreement and was incredibly rude and harsh and unwilling to negotiate. My 15 year old daughter and I had to move most items to the front yard to speed up the process bc they were on a time limit. They also dented my new home walls and when I asked they said theyd let their supervisor know. The mover was on his phone talking carelessly moving large items alone during this. I have been given the runaround for two weeks now. They continue to say they will have a supervisor call and have yet to do so. They have been unprofessional, rude, and do not run their business with any type of integrity.

  Business Response

  Date: 07/12/2023

  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. That is why I will try my best to go over every issue you have voiced and hopefully provide some clarification.
  
  
  Before we get into the issues you voiced, I would like to apologize if at any point you were treated disrespectfully or rudely by our movers or agents over the phone.
  That is not how we conduct ourselves usually and we are always appreciative of feedback.
  
  
  Firstly in regard to the on-site evaluation.
  
  
  From the timeline we have of the events, I understand that the initial quote given was what you expected on-site. The job for you was booked on an hourly basis. This means that we provide an estimate of how long it will take depending on the items.
  Having said that, I understand that you felt we could have given a better estimate, seeing as the drivers on-site advised the time is not sufficient and had to rush according to your words.
  However, the time given was still just an estimate. Unfortunately, we can not always promise that the time is going to be as close to that as we would like it to be.
  Our movers' schedules can change daily due to the nature of the job and we have to react as best we can. As the sales agent said - it was a very rough estimate. Should the time have been extended, you might have had to pay almost double the initial quote as advised by the movers on site ( to clarify, they did not mean another truck worth x2 your current quote, they meant double what you were initially quoted in total)
  Still as per our contract, you have the option to accept or decline the new evaluation on-site and the final decision lies with you.
  
  
  Moving on to the price discrepancy.
  
  
  When paying with a card, there is a transaction fee of 4%. This is why the final total was $701.76.
  
  
  Regarding the wall damage you mentioned.
  
  
  If there was in fact any wall damage caused by the movers, It was only an attempt to finish the work for you without having to make any price increases. If they seemed irritated to you, I can assure you it was simply because they as well do not want to present our clients with awkward situations and price hikes, which are not something a person who is moving wants to hear.
  This also ties into the communication you had with our office after the service.
  From our records, I can see that a supervisor tried contacting you but to no avail.
  As we did not get any follow-up after our attempts, we assumed the issue was not going to be followed up on your end. While I do agree that we might have been able to do something shortly after the issue, once we did not get any response afterward there was not much we could assist with.
  
  
  Having all of the above in mind, we do see the situation could have been handled in a different manner, but we also have tried our best to assist afterward. A claim form can be send for any damaged items based on the valuation coverage chosen.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20188522
  
  I am rejecting this response because:
  
  I appreciate the apology for your staffs rude and disrespectful behavior on the phone but do not accept the fact that you are making poor excuses for the way your company operates.
  

  I understand the concept of a rough estimate first of it wasnt told to me that it was an estimate, it was stated it was a contract and I never once was told it could potentially increase. To double it is not even close to acceptable. I specifically listed all my items to get a more accurate estimate so your salesman should have been precise when giving me my contract. And especially after I asked specifically that the items I told him about were not listed in the quote. He is the one who told me that it was just for paper purposes and that it wasnt an issue nor would it affect the price for the move. He completely lied just to make a sale and yes I was given the option to back out while they were there at my house but my hands were tied with being forced to move out that same day as I had already sold my home and couldnt get another company the day of.

   

  You also made poor excuses for the fact that the worker damaged my wall. It wasnt because he was working under pressure for time bc they left earlier than the hour in which I was charged, it was his lack of attentiveness carrying a large piece of furniture alone and taking a personal phone call while doing so! Which they did many times during the move. The fact that my minor child and myself moved most of which was supposed to be done by your company and didnt damage anything is a test to things being able to be done without damage. 
  

  You stating that you were waiting for my reply and assumed it was satisfied is complete avoidance and unfactual. My last correspondence was from your company that they were going to have a supervisor call me and they never once did. And I followed up with a call and several emails in which nothing was responded to. 
  

  Take responsibility and be accountable for your company and their poor actions and behavior. 

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

  Business Response

  Date: 07/25/2023

  Thank you for the response.
  
  
  I completely understand why you would feel that you were misled about the nature of the quote.
  Unfortunately, we can not know what was said during the booking call. 
  
  
  Still, I would like to advise that in your contract, which you received after the booking was finalized, we specifically state that nothing is final until the job is actually completed.
  
  
  Below is an excerpt from your contract :
  
  
  "2. THE QUOTE PROVIDED IS AN ESTIMATE
  The total cost of your move will be based on the total hours it will take to move your belongings from Point A to Point B plus any additional services requested. There is a minimum charge of 3 hours of labor and 1 travel hour with other charges as needed unless otherwise specified on the signed contract. Total estimated hours may differ based on/but not limited to: the amount of walking distance, number of stairs, elevator, amount of dis-assembly and reassembly required, large/awkward furniture moving through restricted areas, the distance between loading and unloading locations, traffic, etc. The customer is aware of the fact that they're committing to the price per hour and not the hours or the total given in the estimate.
  "
  
  
  In regard to the handling of the items by the team. Perhaps I did not explain properly in my last message. The team was not in a hurry just to get out of there, they were simply doing the job within the time frame they had, in order to avoid any extra charges for you.
  
  
  A supervisor did try to contact you as I mentioned, but we could not get through.
  Our assuming you did not need further assistance came from the fact that you did not reply to us.
  The attempts to reach you were after the emails you exchanged with us.
  
  
  As we mentioned previously had we had a timely response from your side when we tried reaching out, we could have offered a solution

• Initial Complaint

  Date:05/30/2023

  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.

  All of my belongings were picked up May 20 to be moved out of state. I was told that I would be given a timeframe of when I could expect delivery, this did not happen. I was given extra contracts to sign and price increases that we're not expected. I was told someone would be my customer service point person to keep track of where my items would be at all times, this has never been provided. I still have no idea when my entire life will arrive at my new place, which I sit in with no bed, no clothes, nothing.

  Business Response

  Date: 06/08/2023

  Our ******************* sent an email to the client with the delivery window on 6/5/23 stating that the estimated delivery window is 1 to 8 days. ***** ******* ***************** IMPORTANT! Delivery Acknowledgement | Overland Van Lines 06/05/2023 15:18.

  Also, we've called the client on 6/3/23 to advise her that her items were loaded and the truck will leave soon. ***** ******* 6/3/23 12:41 PM
  called to advise loading today and delivery after 2 - 8 days n.a. From our side we did everything possible to keep the client informed and give her the delivery time frime we promised. 

• Initial Complaint

  Date:05/22/2023

  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.

  On 11/25/22, signed contract with Overland. Packers were to come on 12/14/2022 to pack and on morning 12/15 drive to ******** to unpack and set up. Movers came on 12/14 but there were not enough packers. One packer spent time on phone; another watched movie on phone. Movers did not finish the move on 12/14 ; promised to return 12/15 am to complete pack. They never returned, said truck broke down that night and went to ** instead of to ********. New set of movers came late but said their truck was already full, packed for 4 hours & left. We had to stay in hotel the night of 12/15. We were told that we wouldn't have to pay for 2nd set of movers, but later told that we couldn't get our furniture unless we paid second set of movers too. Living room furniture was delivered wet and damaged; child's bedroom furniture broken; all electric cords were packed in one box - TVs, electric recliners, piano, computers and laptops couldn't be set up because box was missing. Two rooms of furniture were left behind; 3rd set of packers were sent to pick that up but didn't appear until 12 hours later than scheduled (near midnight) and left furniture behind including entire contents of the garage, downstairs room, patio, and bathrooms. One mover told us, This is a modus operandi of Overland they dont send enough packers on the first day, so they have to come back; they dont send professional packers, so things break; they split the move into two, three, even four different companies and charge separately for each move. Front closet of boots, winter coats and other items were missing. Tech devices were missing. Movers have Catch-22s in place - you can't receive boxes until you sign - can't see what's missing until you unpack boxes, but signing to receive boxes means you didn't protest about missing items at the time. Also forced to sign expensive insurance policy with Overland chosen insurance company with very high deductible and no coverage for missing boxes.

  Business Response

  Date: 05/31/2023

  We understand your concerns and would like to address each of them to the best of our ability.
  Firstly, we apologize for the truck breakdown that occurred during your move. While we strive to maintain our fleet in optimal condition, mechanical issues can arise unexpectedly. We assure you that we did everything within our power to resolve the situation promptly and minimize any inconvenience caused.
  Regarding the issue of valuation coverage, we provide a basic valuation coverage as part of our services. Additionally, we offer the option for customers to purchase third-party insurance for added protection. We understand that you may have questions about coverage terms and charges. We want to clarify that as a moving company, we do not have control over the terms and conditions or charges set by the insurance providers. We recommend reaching out to your insurance company directly to understand the specifics of your coverage.
  We understand that the initial estimate did not account for the additional items, which resulted in a longer packing and transportation process. We apologize for any inconvenience this may have caused. Accurate estimates can be challenging due to unforeseen circumstances or changes in inventory. We appreciate your understanding in this matter.
  Regarding the damages to your furniture, we encourage you to contact the third-party insurance company you selected to discuss the compensation process. They will be able to provide guidance on what is covered under your policy. We take all necessary precautions to handle your belongings with care, but unfortunately, accidents can occur during transit. We regret any damage that may have occurred and will cooperate with the insurance company to facilitate your claim.
  We take pride in maintaining transparency with our customers, and we provide information about our terms and conditions well in advance of the move. We send a booklet from the ******************************************* (*****) that outlines the rights and responsibilities of both the customer and the moving company. We aim to ensure that our customers are well-informed and aware of the process before their move takes place.
  We apologize for the issues you encountered regarding the scheduling and completion of the move. Our goal is to provide efficient and timely service to our customers, and we understand that any delays or miscommunications can be frustrating. We apologize for any inconvenience caused by the rescheduling and the subsequent challenges you faced.
  We take the allegations made by one of our movers very seriously. We assure you that it is not our modus operandi to send inadequate packers or split moves into separate companies to charge separately. We uphold professional standards and aim to provide exceptional service to our customers. We will conduct a thorough internal review and take appropriate action based on our findings.
  We want to assure you that we value your satisfaction and take all customer feedback seriously. We strive to continually improve our services and customer experience. We apologize for any distress caused during your move and will use this experience to identify areas for improvement.

• Initial Complaint

  Date:02/08/2023

  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.

  Bait and switch sales tactics Drivers show up with additional contracts to sign They keep changing your delivery date Original quote is ot honored, they find reasons to charge you more than quoted along the way extensice damage to mutiple **************** ************** coverage quote in a separate email Do not answer phone after they receive your money Hold furnitire hostage for days and it arrives all damages Sends threatening text messages Late arrival and lack of communmication

  Business Response

  Date: 02/14/2023

  The contract doesn't change at delivery, it's the same set of documents from the pickup. The client needs to sign the delivery part once the movers arrive on site. Regarding the quote, the movers didn't see that the elevator charge was included in her estimate, and because of this, they requested this charge. This fee is waived from her profile. The delivery was done on the 1st of February, 4 days after the pickup was done. We never hold the items, simply some time is needed, as explained in the contract, in order for the trip to be organized. We were never advised until this post was made that some of her items got damaged in transit. A claim form was sent with information and instructions on how she can file a claim. Since we receive this message, we tried to call the customer numerous times, plus messages in order to try and resolve the matter.

• Initial Complaint

  Date:02/08/2023

  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.

  There is nothing that could not go wrong with our cross county move from east to west. We had arranged for them to store out good for 2 months before delivering. The rep told ua to give an earlier date of delivery as they always delay deliveries so this would ensure we get the stuff on time. Fast forward two months in we got a call that it will be delivered on the date in the contract. The person who Advised us was no where to be found. We had to pay an extra 2000$ for them to store stuff for one week!!
  
  Once we got out stuff, we realised all thing of value were STOLEN. An LV purse, a ***** purse and a ******** jacket!! Thats almost 5k in stolen goods.
  
  These boxes were torn apart and then taped all around… i should have suspected fraud then :(
  
  Not even mentioning damaged furniture- cracks etc

  Business Response

  Date: 02/08/2023

  The customer was picked up on the 11 of August and she used our storage till the 30th of September. Since she used less than a month, her storage was prorated and she paid $266.66. The delivery window starts after the first available date and in her case, it was 9/30/2022. Once her items were shipped on the 26th of September because we wanted her to be delivered as close to her date as possible, she changed her FDA to 10/7/2022 last minute. Unfortunately, since we haven't been advised earlier and the items were shipped already, we had no other choice but to ask her for an address to which we can deliver the items to. The customer was not able to get the keys to her house earlier so she provided us with a public storage unit where we can deliver her items. On the 13th of October, she reported some items got damaged in transit and some were missing. We checked with all the other customers if they got additional boxes but no one reported anything. Following our procedure, the customer was sent a claim form on the 13th of October and such a claim was never filed back by her. Since this is a long-distance move, she has 9 months to file a claim. Once her claim is filed we will prepare a settlement based on her valuation protection.

  Business Response

  Date: 02/08/2023

  The customer was picked up on the 11 of August and she used our storage till the 30th of September. Since she used less than a month, her storage was prorated and she paid $266.66. The delivery window starts after the first available date and in her case, it was 9/30/2022. Once her items were shipped on the 26th of September because we wanted her to be delivered as close to her date as possible, she changed her FDA to 10/7/2022 last minute. Unfortunately, since we haven't been advised earlier and the items were shipped already, we had no other choice but to ask her for an address to which we can deliver the items to. The customer was not able to get the keys to her house earlier so she provided us with a public storage unit where we can deliver her items. On the 13th of October, she reported some items got damaged in transit and some were missing. We checked with all the other customers if they got additional boxes but no one reported anything. Following our procedure, the customer was sent a claim form on the 13th of October and such a claim was never filed back by her. Since this is a long-distance move, she has 9 months to file a claim. Once her claim is filed we will prepare a settlement based on her valuation protection.

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The claim form needs Inventory number , so I need a copy of my inventory log to ensure I enter the correct numbers. Please email it to me. I just emailed the claims department short while back.

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

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The claim form needs Inventory number , so I need a copy of my inventory log to ensure I enter the correct numbers. Please email it to me. I just emailed the claims department short while back.

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

  Business Response

  Date: 02/23/2023

  The copy of your paperwork will be sent to you today. Let us know if anything else is needed from our side. Thank you.

  Business Response

  Date: 02/23/2023

  The copy of your paperwork will be sent to you today. Let us know if anything else is needed from our side. Thank you.

• Initial Complaint

  Date:01/10/2023

  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.

  During the month of December 2022 through January 2023, I booked moving services through Overland Van Lines based out of Baltimore, MD to move our belongings to Tennessee. Our move started on 01/03/23 with the movers bringing a truck to load all of our belongings to then be transported to TN. In between the time from the movers getting to our home to actually leaving there were numerous issues with billing adjustments and overall customer service issues related to billing and payment. We were told that in order for the movers to physically start moving we would have to pay the amount via ***** and until the payment cleared they could not start, even if that meant waiting hours. The alternative was paying for a wire transfer for instant funds where we would be paying the fees so we wouldn't be wasting hours sitting/ the second issue was when the movers loaded all our belongings and had already left I was then told that I could either pay $900 for an "expedited" travel fee so we could have our things by the 6th or 7th. The alternative was our things would be placed in a warehouse for weeks and we had no definite timeline of when we "could" receive our things. This is absolutely ridiculous to force someone to pay $900 to receive all of our household goods in a reasonable timely manner otherwise be forced to wait weeks without anything with two small children, and to tell someone this AFTER our belongings were already loaded and gone. The third issue was we were told our things would be placed in a warehouse in Baltimore until we decided what we wanted to do. I was never made aware of this until the movers were gone and never signed anything stating that I agreed to this BEFORE we were left with no option.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/12) */
  Your move started on 01/03/23 and as you said, we, the movers brought a truck to load all of your belongings, to then be transported to TN. And that in between the time from the movers getting to your home to actually leaving there were numerous issues with billing adjustments and overall customer service issues related to billing and payment.
  Yes this is true and I believe you are fully aware of the situation and why it occurred, if not let me remind you that you booked an estimated 900cf to be picked up, but you had more items to add to the truck increasing above the originally intended 900cf, and eventually, we ended up with 1800cf - or a full truck and the BOL was signed off for this amount. We were not obligated to pick up more than the estimated 900cf but we obliged since we sent you a dedicated truck and crew. Regarding the option we offered you to purchase an "expedited delivery on your exact required delivery dates 6th - 7th", yes we did offer this because you needed expedited delivery rather than the standard delivery that was booked. You personally called the billing department wanting to purchase the special delivery service ready to pay. We are always transparent with customers and yes we would have said that if expedited was not required then the standard delivery would take place in the normal for your destination estimated delivery window of 10 - 14 business days. In this case, your items were to be placed in a warehouse in Baltimore awaiting in transit, until we could standard deliver you, but that never happened because you chose expedited delivery at the cost of $900.
  Yes at delivery it is normal procedure to be paid before unloading the shipment from the truck in order to be delivered, and if a ***** payment was not being received, then in order to save you money, ie: not having to pay waiting time, we would have advised that a wire transfer would be an option. But according to the payments received on file I see that ***** was received and the delivery was successfully made.
  
  
  Consumer Response /* (3000, 7, 2023/01/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Standard delivery states on our contract based on the mileage to TN that it would be 1-10 days STANDARD,
  I should not have to pay $900 for it to be delivered within that time frame. I was told it would be longer than 10 days and this time frame would be closer to the end of January, if even that. To be clear, the ***** payment and the expedited fees were paid by two separate accounts where the ***** was already set up from another individual paying and I myself paid the expedited fee with a debit card plus the credit card fee for this. A customer waiting for their entire house to be delivered should not feel like there is no other option than paying an expedited fee to receive goods stating they would be there within the pre discussed time frame.
  
  
  Business Response /* (4000, 9, 2023/01/17) */
  The time frame of 1-10 business days as stated in your response is an estimation
  based on your destination location. We offered you the expedited option, which is an
  optional service, due to your expressed expectations of quick delivery. So if you did not want to purchase this optional service you could have remained on the standard delivery, which is what your estimate includes. You have contacted us wishing to purchase the expedited delivery service so the dispatch organized this to happen. There are services necessary to be performed in order to service your pickup or delivery, and there are services that are optional, and they are only performed upon the customer's request.

• Initial Complaint

  Date:12/28/2022

  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.

  When the movers arrived with my delivery on December 1st, the foreman walked with me from the truck to my apartment where I paid the final remaining balance ($747.42, per the contract, and paid in cash) to the foreman, who accepted my payment indicating that the transaction was complete. After he left to retrieve my belongings, the foreman and another mover came back to my apartment, without any of my belongings where they demanded that I pay an additional elevator fee of $75 (which I already paid, as shown on my receipt) as well as an extra $150 fee for the movers to bring my belongings to my apartment on the 2nd floor.
  
  The movers handed me their phone to speak to a woman who was demanding that I make the additional payments. I would not pay additional money to strangers (who never indicated that they worked for Overland Van Lines), they threatened to take my belongings back to a warehouse (I was not informed where this warehouse was or what type of storage my belongings were in) or leave my belongings in the lobby of my apartment building. All of my boxes and furniture were taken from the truck and dropped in the 1st floor lobby by the 2 men.
  
  The boxes that they delivered were in EXTREMELY poor shape, many of them were dented and had holes or other damages, and I was missing items (lamps and part of a dining room table). When I asked where the items were, they informed me that they were not in the warehouse. Since they left my belongings in the lobby, they also did not reassemble any of the furniture that was disassembled during pickup, therefore I will be getting reimbursement for the elevator fee since they did not use the elevator, the re-assembly that is supposed to be included with my services, and the missing/broken items that I received due to complete carelessness when handling my items.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Dear Ms. ****,
  We sincerely do apologize for the long-distance carrier's behavior and the demands made at your delivery point, and we will follow through and speak with their dispatch and management to get this issue addressed. Precisely as you stated, there was a payment made for use of an elevator at the delivery, so we will definitely liaise with the carrier and get this $75 refunded.
  Regarding the boxes that were delivered in poor condition, there is a lot of lateral movement and freight can move and slide, in small increments within the tuck as it travels across the country, and at least some of the dents and other damages to these packing materials can be accounted for due to this phenomenon. The claims department has been alerted and a claim filing information and claim form has been sent to you so you can claim for your damaged and missing items.
  Regarding no reassembling, we will bump up your compensation to a total of $100 to reimburse $75 for the elevator and $25 for the re-assembly of the two items that were supposed to be included with your service.

• Initial Complaint

  Date:12/27/2022

  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.

  On or about 9/6/2022, I hired Overland Van Lines to move my belongings at my 4 bedroom home located at ***************, Dillsburg, PA 17019 to my 4 bedroom home located at ******************, Cranberry Twp, PA 16066 for the sum of $4,150. The move took place on 9/10/2022 from Dillsburg to 9/11/2022 in Cranberry Twp. Three movers arrived with a truck I deemed too small, even after having extensive conversations with one "Tim S****, Certified Relocation Consultant". When I questioned the Driver upon his late arrival on 9/10/22, he said if they had to call for another truck, I would be charged. And to "trust him, he would make it all fit." The home at *************** was in near perfect condition, and the movers carelessly damaged the Brazilian Walnut Floor that had been installed 3 years prior for the sum of $13,500. The floor was in pristine condition prior to the movers sliding heavy furniture across it, gouging the flooring in numerous areas. The movers also gouged drywall walls with heavy furniture and also "lost" one outdoor metal and wicker chair and cushions, one outdoor end table, two ornamental trees. I promptly informed the moving company in writing and via phone regarding the damage and loss on 9/11/2022, and they instructed me to complete their Loss Report and to send relevant pictures. I promptly complied and the Company acknowledged receipt, and said they would send me a settlement offer by 12/4/2022. After I again requested the settlement on 12/5/2022, I was sent an insulting offer of $250 total. It should be noted that the movers agreed that they in fact were responsible for the damage. They did not dispute this fact and simply apologized and suggested I file a claim. As for the missing items, I cannot say what happened to them. The movers apparently stayed at a hotel along the 200+ trip to western Pennsylvania. And since the truck was too small, just as I said it would be, the movers had furniture "strapped" outside the door in the back of the truck
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/06) */
  The dispute of the settlement amount has been well received. The claim case is currently awaiting re-evaluation by the senior adjuster and the customer will be notified once it is completed. We are working towards an amicable resolution.
  
  
  Consumer Response /* (3000, 7, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  By choosing YES, by the BBB definition of what YES means, I would be completely satisfied with the business's answer. While I am interested in working with Overland et al, in finding a more reasonable settlement, I cannot say that I am completely satisfied. Should the business wish to negotiate a more fair settlement with me, I am willing to listen and discuss further with them. At that point, I truly hope a fair offer is presented that will allow me to give a satisfactory
  response.
  
  
  Business Response /* (4000, 16, 2023/01/23) */
  The disputed settlement amount is currently in a process of reviewing and re-evaluation by the senior Adjuster. We've advised the customer that we are still waiting for the input from a higher instance, and his dispute will be released.

• Initial Complaint

  Date:11/01/2022

  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.

  This complaint is in regards to an interstate move from New Jersey to North Carolina. The original contract is with ********************** who are a broker and assigned overland van lines as our movers. Our contract was estimated at 608 cubic feet - see attached contract.
  
  The moving truck came and picked up our items on October 28th as per schedule. Once all the items were loaded into the truck we were notified that the total volume of items was within the estimate on the contract so no additional amount was due - see attached picture of binding estimate that the movers made me sign where they wrote "remains 600 cuft".
  
  On October 31st, we received an email stating that the volume has now magically increased by 15% to 700cuft when it was measured again in their warehouse and we had to pay the balance (an additional $206.12 now and at delivery so total of $412.24) in order for them to release the goods. THIS IS EXTORSION!
  
  I have asked for a detailed description of volumes and for them to justify the increase but no response. We have a small child and they are withholding the shipment of all our belongings. For now i have paid the increased balance so we can decide on a delivery date.
  
  We need your help in resolving this issue and getting a refund of these additional charges of $412.24.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 7, 2022/11/08) */
  This complaint has been discussed at length internally and with the customer and was resolved, the cf of the move from New Jersey to North Carolina was reduced to 600cf which was actually less than the customer booked with the broker company. We resolved this issue in a timely manner, but unfortunately, there were issues with damaged items on delivery now we are assisting with the customer's claim and we will resolve that amicably.

• Initial Complaint

  Date:09/17/2022

  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.

  On April 28, 2022, I booked with Overland Van Line (OVL) my move from Towson, MD to Plano, TX. This was the worst business decision I have ever made in my lifetime. The total cost of the move was $5392.24, the price included:
  * A crew of trained, experienced, and professional movers.
  * Loading and unloading
  * Disassembling and reassembling of basic furniture
  * Padding and wrapping furniture with professional grade quilted blankets for extra protection.
  COMPANY POLICY:
  * All glass items (TVs, Mirrors, Paintings, Glass tops, Glass Shelves, Lamps, etc.) must be bubble wrapped and boxed to be transported.
  * Mattresses, Box Springs, Sofas, and cushioned furniture should have plastic covers unless the customer specifies, he/she is not interested in covering those items.
  Although the above items contractual, it appeared that the Overland Van line were not capable of implementing the contract properly. According to my contract I was to have a professional crew upon pick and delivery, at both pick and delivery there were only two people to Load, unloading, disassembling, reassembling, wrap and pack basic furniture. Upon delivery one person spoke no English at all Items were not packed and wrapped properly, as a result very expensive such as:
  * 65" ************ Curved Smart 4K UHD TV
  * King size ****************** Medium Pillowtop mattress
  * ******** Walnut Mantel Console With 25in Log Fireplace.
  * 1- ************* Calabria Table Lamp
  * Angel Bridge Floor/pole lamp
  All these items were damages due to wrapping and packing issues. The Curved Smart 4K UHD TV was not bubble wrap but partially wrapped in a quilt and placed in a cardboard box that was too small. The king ********** Pillowtop mattress was wrapped in quilts, folded, in half and taped together, this resulted in damage coils and a large lump down the center of the mattress. The Mantel Console with Log Fireplace was also wrapped in quilts, resulted in broken hinges on both door causing the door to hang open.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Dear Ms. ****** we apologize if the ability of one of our workers to communicate in English had a negative impact on your moving experience. When we employ someone we take into account their financial situation, ability, and motivation. to work and learn the basics of the language, takes dedication, focus, incentive, access to resources, time, and some sort of financial commitment. They are learning through interaction, on the job, in free classes, and or by using applications and books, all while juggling the demands of work and life.
  We are sincerely sorry that you had damages as a result of your move with us. We will not leave you to deal alone with this issue. Our claims department sent you a claim form on the 26th of August, and once they receive it back, we will make sure it is processed in a timely manner.
  
  Business Response /* (4000, 11, 2022/09/20) */
  Thank you Ms. ****** for your reply.
  If you were not interested in receiving 60c per pound per item then why did you not purchase Full Value protection or additional insurance from a third party? We advised you by two emails:
  Danny S****** ********@msn.com Make your moving day easier. Please read! Overland van lines 07/22/2022 8:17
  am with information about your responsibility during the move:
  Dear Overland Van Lines Customer,
  ****** ******
  ******** 7/25/2022
  Prior to your move, we would like to provide you with some very important information.
  Currently, by default, your shipment has the minimal protection of $0.60 per pound per article at no additional cost.
  There are two different levels of protection -Full (Replacement) Value Protection and Waiver of Full (Replacement) Value Protection - Released Value. It is important you understand the extent and amount of protection provided by each level..................
  We also had an option to discuss valuation coverage on the Valuation addendum, part of the BOL, (Option1) you had to just call the office and organize this to be in place, by purchasing it at an additional cost. In the second email we provided you with more valuable information:
  Dear ****** ******
  ******** 7/25/2022
  Prior to your move, we would like to provide you with some very important information.
  Please, read it carefully.
  Customer's Responsibilities:
  As a customer, you have responsibilities both to your mover and yourself. They include:
  Reading all moving documents issued by the mover or broker. IT IS YOUR RESPONSIBILITY
  TO READ THE BILL OF LADING AND YOUR ORDER FOR SERVICE BEFORE YOU ACCEPT IT........
  If you fill in the claim form we sent to you on 8/26/22 and file it, the Claims department will offer a settlement amount for the damages to your household goods. If you are unhappy with the result of your claim you have an option to proceed with arbitration or bring the matter to small claims court.
  
  
  Consumer Response /* (4200, 13, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  No, I do not accept the business resolution because:
  The business practice has appeared deceptive immediately after signing the binding contract.
  During the sales presentation the salesman was supposed to present and explain the different
  insurance policy that was offer during the move. He has acknowledged that he fail to do that.
  I never received the emails the business pretends to have sent out to me. I have a folder with all emails from Overland Van Lines and neither are there.
  
  The business breached their contract when they subcontracted my items to two other moving company ******************* and ********************, there is nothing in my contract stating that that my items would be assigned to a subcontractor.
  
  I also paid $300.00 my items were to be delivered on July 31,2022, and it is in my contract. When questioning the salesperson regarding delivery, he said that "the delivery will take 7-14 days, unless you pay $300.00 for expedited delivery, with expedited delivery you can get a requested delivery date". I agreed to the expedited delivery and Giorgia schedule my delivery for July 31, 2022, and it was a part of my contract. The delivery did not happen until August 8,2022, with a sub-contractor that I had no knowledges off.
  
  In addition, the contract states contract INCLUDED:
  Disassembling and reassembling of basic furniture (reassembly of cribs is prohibited)
  Padding and wrapping furniture with professional grade quilted blankets for extra protection.
  A crew of trained, experienced, and professional movers.
  COMPANY POLICY:
  All glass items (TVs, Mirrors, Paintings, Glass tops, Glass Shelves, Lamps, etc.) must be bubble wrapped and boxed in order to be transported.
  Mattresses, Box Springs, Sofas, and cushioned furniture should have plastic covers
  All these items are contractual and the basic of my dispute. Which mean the contract was not implemented as written, therefore I'd love to bring the matter to small claims court with Overland Van Lines. Overland Van Lines is deceptive in their business practice and not to be trusted.
  
  
  Business Response /* (4000, 15, 2022/09/23) */
  The binding contract is binding until there is a recession of the original estimate and then a new visual estimate which supersedes all other estimates / a rescission page that you signed as part of your pick-up paperwork. Although it would be nice to hold onto that first estimate and the price reflected within, it is not possible after a recession was made by the moving foreman onsite and duly signed and acknowledged by yourself.
  During the sales presentation, the salesman would have advised you by email that Binding not to exceed GUARANTEES no additional charges provided the client does not add more bulky furniture on the move-out day with our crew.
  You say you never received our email but you electronically e-signed a binding estimate and an updated binding estimate from our salesman and we have the electronic signature on file to prove that point.
  We never breached our contract when we subcontracted, because it is mentioned in our BOL - section 17.
  The Claims department received and acknowledged the receipt of your claim form and supporting photos on the 20th of September. Your claim case will be diligently reviewed and evaluated and a settlement amount will be offered for the damages to your household goods. If you wish to bring the matter straight to small claims court, please notify our claims department that your claim is to be processed by another instance.