Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  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.

  I hired ******************************* to transport my household items from Mt. Rainier to *********, **. Upon delivery at my ********* storage unit, I noticed that several of my items were missing, and I had received belongings that belonged to another customer.I immediately contacted ******************************* to report the issue. We arranged for the other customer's items to be picked up from my storage unit. However, due to the way the movers loaded the truckdespite my instructionsI had to pay someone to retrieve the items because they were placed too far back for me to access easily.Roadway advised me to open a trouble ticket and submit my receipt to assist in locating my missing items. I followed their instructions, and the trouble ticket remained open for three months. Eventually, I received an email stating that I needed to contact Roadway directly for reimbursement. Since then, I have made multiple attempts to reach them, but they have not responded to my calls.I am seeking compensation for my missing items or for them to be delivered to me as agreed. I would appreciate a prompt resolution to this matter.Thanks,

  Business Response

  Date: 04/01/2025

  I truly apologize for the inconvenience and frustration you have encountered during your recent move. 
  Upon reviewing your case, I noted that you were advised to contact ***, our 3rd party claims handling company, regarding your issue.

  *** is responsible for managing customer claims based on the insurance coverage associated with your move. All moves include a basic valuation coverage of $0.60 per pound per item.

  
  It appears that there may have been an issue with your claim registration, as it was closed with a determination of $0 owed to you. I will reach out to *** to request that they reopen your claim, and I encourage you to ensure that all necessary paperwork is submitted accurately.
  I will follow up closely with *** to ensure they expedite their investigation and work towards a swift resolution for you.

  Thank you for your understanding, and I appreciate your patience as we work through this process together.

• Initial Complaint

  Date:06/27/2024

  Type:Billing 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 the date of Abril.22,2024 I was contacted by ************************* with an estimate.I June.18,2024 I booked the move.I made a check for the amount of $1,883 Because I was going pay by credit card plus they did not have the machine to charge me and they wanted me to write everything on a piece of paper who would write their Personal credit card information on a piece of paper. This raised red flag for me. Open pick up. They came in a rental truck. Charging me more for the cubic feet because I had 20 more boxes. The employee that came that his name is ******. Told me that he had to charge me $200 in materials $80 for 16 rolls of tape which he didn't use all. Another $30 for shrink wrap which was mine. He charged me for using my materials.This situation I found totally dishonest on his behalf. And I ended up putting a stop payment on the check. I then proceed to go to the *********** to send them a money order. The *********** asked me for the company information. Because the transaction was three thousand six hundred fifteen which they did not provide, so I found that shady, then I went to ******* And got the money order which I mailed out yesterday. But the manager named *********************** wrote to me, stating that it was illegal to cancel a check.And told me I will be fined a $150 which I do not agree because if her employee wouldn't have been so dishonest, I wouldn't have done that. This is why i'm filing a complaint

  Customer Answer

  Date: 06/29/2024

  What really annoys me Is that ******************** writes to me and states that it is illegal to cancel.a check.But she doesn't say I did that because her employees dishonesty. To charge me for materials  that he used that were mine. She stated that she can't waive the stop payment fee .

  Customer Answer

  Date: 06/29/2024

  I sent on wednesday $3,615 The manager. *********************** to me that they were not responsible if they don't receive it. I sent it certified meal with delivery confirmation And Noone was there to recieve the money orders

  Business Response

  Date: 06/30/2024

  Hello,
  
  At Roadway Vanlines, our policy is very clear: every customer signs the agreement BEFORE making a reservation with us.
  
  In 2024, credit card machines are rarely used. Our teams provide a QR code, directing customers to make secure online payments through a safe gateway. Some customers prefer us to charge them directly, so we have a credit card authorization form, which is completely legitimate.
  
  The customer chose to pay with a personal check, which she canceled immediately after our team completed the pickup. In the ***, it is illegal to stop a payment in this manner, and banks charge a fee for this service. Since the company is not at fault for this canceled check, we will not cover the fees. The customer is responsible for the stop payment fee.
  
  Regarding the materials, a move involving 800 CF and packing requires a significant amount of tape. We used 16 rolls of tape to wrap all the furniture and secure the boxes. You were not charged for any shrink wrap; the packing materials are attached for your reference.
  
  Additionally, we provided several free services:
  - Free packing of your glass-top dining table worth $150
  - Free CF worth $150
  - One free fragile item packing worth $50
  In total, you received $350 worth of services for free.
  
  In your email before the pickup day, you stated that all items on the inventory list were packed and ready for pickup. However, upon arrival, we found additional items not listed in the estimate, and five items were not packed. The email correspondence is attached.
  
  Regarding the post office, you attempted a wire transfer, which is completely different from a postal money order. We did not refuse to provide information; we explained that you were attempting the wrong process. Attached is the **** explanation on how to issue a postal money order: (******************************************).
  

  Customer Answer

  Date: 07/02/2024

  I did not request A. Wire transfer. I went to the ************ I'm requested a money order. The post's office official told me that I had to fill out a form for any transaction over three thousand I am a woman i'm for bachelor's degree so I know what is a  wire a transfer The manager. ********************* is assuming because she was not with me in the ************ I clearly told her it was A. Requirement of the post office to call herself to the post office and ****** ***** That's where I went to get the money orders. I even went twice when I requested the information from the dispatcher. He did not give it to me gave me an evasis telling me I could go anywhere else because it had not been the first time that they have received money orders from there. Clients about the cancel. Check. I canceled it because. I realized after I was built that I paid the check. I was charged for shrink paper that I did not use and they made the adjustments. After I canceled the check everything I am stating. Here is subject to review, and it's the plain and honest truth. So I would appreciate that the manager stopped speculating on what I did or did not do because I did not solicit a wire transfer. I also told her if my employees weren't so dishonest that I would not have canceled the check. The main reason why I canceled the check is because he wanted to be smart. And charge me for shrink wrap that was mine. The next day, I called the employee named ****** and I told her what was going on and the total amount was changed. I decided upon pickup to pay with my personal check. Because I wasn't not gonna put my personal information of my credit card on a piece of paper. Because I thought they were more professional and would have the portable  machine to charge me in that moment It is my decision based on the payment options. That any company gives me to use one of them. I did not think they were so unprofessional. To tell me that I should write my personal information on a credit card.

  No one was with me from that company. The day I went to the *********** to solicit the money order. They are just assuming, and you cannot assume. Because i'm telling the plain and honest truth *********** has to base there remarks on facts, not an  assumption. 

  Customer Answer

  Date: 07/02/2024

  I did my research on the web. And it is not illegal to cancel a check.

  I think this manager should get her facts straight As long as you state the reason to the bank. Why are you canceling the check? It is not illegal and I told them about the employees dishonesty. For charging me a shrink wrap that was MINE. This situation would not have happened because of that employs this honesty. That's why I disagree to be charged. A fee for stopping the check. And I will keep repeating myself. I did not go to the *********** to request of wire transfer only a money order.

  Customer Answer

  Date: 07/02/2024

  I requested the information from their dispatcher ******* We should completely denied stating that I could get the money order. Without filling out that paper, attached are the forms that the *********** requires to be filmed out if a transaction is 3000 or more. In 1 day honestly, this lady needs some schooling because it's required by the ***********. If other post officers don't do it well, I don't know at least the one I went in ****** ***** Does their job requiring to fill out this form. Attached is the phone number and the address of the ***********. Where I went like. I said all this is subject to review.

  Customer Answer

  Date: 07/02/2024

  I requested the information from their dispatcher ******* We should completely denied stating that I could get the money order. Without filling out that paper, attached are the forms that the *********** requires to be filmed out if a transaction is 3000 or more. In 1 day honestly, this lady needs some schooling because it's required by the ***********. If other post officers don't do it well, I don't know at least the one I went in ****** ***** Does their job requiring to fill out this form. Attached is the phone number and the address of the ***********. Where I went like. I said all this is subject to review.

• Initial Complaint

  Date:08/23/2023

  Type:Product 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.

  1. I signed a release with their claims service on July 11 and am still waiting for a check for money they owe me due to damaged property. As of August 23 I have e-mailed periodically 6 times and called twice asking for my check. 2. There is no way to reach the claims department by phone. When I tried reaching any representative of the company, the person told me they didn't know anyone in the claims department so she couldn't help me. 3. Their claims release form requires you to never post a negative review. They called me and offered me money to post a positive review. My desired resolution is that the business sends me a check for the damages.

  Business Response

  Date: 09/11/2023

  Hello, 
  A check was sent twice to the address you provided.
  A picture of the check has been sent to you as well to deposit via your phone back on 08/07.

  Facts:

  You open a claim on 07/03 - with a process time of up to 120 days.

  Settlement sent to you on 07/11.

  Settlement signed by you on 07/18

  Check sent to you by picture and by mail on 08/07

  Less than 30 days after you signed the released form you have received your check and all proofs sent to the BBB for review.
  Roadway Vanlines is offering $$for 3 reviews you post on different platforms, and we asked for your HONEST feedback.
  If you do not think we deserve 5 stars you can contact us and address your issues.
  You have also forgotten to mention that it is your 2nd time with our company and unfortunately, this move had 4 damaged items.
  Roadway Van Lines should not pay you for damaged boxes or plastic bins because of their nature and the fact they get broken, or boxes are not in their original condition it is covered by the law, and you are welcome to check the ***** website.
  After reviewing your claim, we have decided to pay you for the damaged boxes and bins in good faith.
  Our released form was approved by an attorney, and it is completely legal, By the way, it is the wording with any moving company in the USA. 

  Customer Answer

  Date: 09/12/2023

  I have seen the response from the business and believe that they are omitting or obscuring important facts. I have the following to add, and can provide more documentation if needed. 
  Requested resolution is still that they pay me $216, as was agreed upon in the release that I signed on July 18. The business has not paid me $216. 
  
  On August 15 I informed the business that I can not deposit an e-mailed photograph of a check (this goes against the terms of service with my bank). 
  On August 23 ****** told me on the phone that the claims department had sent 4 checks that day and that one of them was mine. ****** apologized for sending the check so late and followed up with me the next week by e-mail. This is different from their response which says they mailed a check on August 7. On August 7, to my knowledge, they only sent an e-mail of a photo of a check, which again did not resolve the issue. 
  On August 28-29 the business asked if the check had arrived. I responded by e-mail that no, the check had not arrived.
  On August 30 I asked the business confirm the address to which they sent a check. I suggested that if they did not send it to my correct address that they then use ***** instead (I chose ***** because I had paid them via *****.)
  On September 7 I received a response from ****** which said, in part  "I was off for a week and understand the check didnt arrive. Please send me your ***** information" (photo attached). I sent my ***** information at 4:30pm. I didn't hear back and decided after almost 2 months of back and forth to also file a complaint with the BBB.
  On September 8 and 11 I sent my ***** information and again.
  On September 12 ****** said "Our office manager brought to my attention that you have opened a claim with the BBB about not getting paid. You did get paid, the fact that the check didnt arrive at the address provided by you is not our problem."
  The business has yet to confirm that they sent a check to my address. 
  
  

  Customer Answer

  Date: 09/12/2023

  Sorry for the extra message, but I've just learned something new which I think is important here.

  The photo of the check that they sent me, which again was not acceptable for my bank, is from a company that I never did business with, and to my knowledge does not even exist any more. The check is from an account under the name "**** **** Moving & Storage, LLC"

  I think it's important for consumers to know that Roadway Vanlines is connected to **** **** Moving & Storage, since **** **** Moving & Storage, LLC has a D- rating from BBB. 

  Customer Answer

  Date: 09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The never received a check for the amount we agreed upon through the claims service for damaged belongings. They keep changing their story about which date they supposedly sent a check. They e-mailed a picture of a check from a business which has shut down (called **** **** Moving), but I can't deposit an e-mailed photo of a check. They finally agreed to pay me by ***** instead, but after I complained at the BBB they changed their mind and told me it's "not their problem".  
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 09/20/2023

  I'm writing to confirm that a ***** was sent to her yesterday morning.
  As per the customer's email to support@**********************, she received the claim settlement amount via ***** on 09/19/2023.

  Customer Answer

  Date: 09/21/2023

  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. 

  The business initially reported to BBB that the issue was resolved even though I had not been paid. ******, the customer support manager, kept dismissing my concerns and insisting that I had been paid. She suggested that the postal service had lost the check, even though they also claimed they had sent me a check 3 separate times. When I explained this was unlikely she told me I "must not be familiar with the postal service" and told me to pay extra for certified mail so that a fourth check wouldn't get lost. I refused. Finally a sales associated took the time to verify my address and discovered that Roadway Van Lines mistakenly put the wrong address. My correct address, at ******* ***, was on file, but they sent it to ******* ***.

  This all could have been resolved months ago if ****** replied to any of my unanswered e-mails in which I asked her to verify my address. 

  I still think it's important for future customers to know: 1) customer support will not believe you or accept accountability for mistakes, 2) the company pays people to leave "honest" reviews and does not allow people to leave negative reviews upon receiving any claims to damages, and 3) this company is run by the same people as **** **** Moving and Storage, LLC , so you should expect poor customer support based on that business's rating and reviews.

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

• Initial Complaint

  Date:07/31/2023

  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.

  We hired Roadway Van Lines to move us from Potomac, MD on June 30th to Glen Rock, PA. The intent was to move our belongings into their storage for about 2 weeks for free then deliver it to our destination in PA. They arrived late morning June 30th with 5 movers and 2 trucks. After they toured the house and reviewed our belongings which included furniture including several antique pieces and about 50-60 small, medium and large boxes, they said they would need to extra wrap for the furniture and charged me an additional $5000 (half of which could be paid by a personal check). The other half was due at destination along with the half of the original payment of $9587.50. So this was an additional 50% I was not anticipating nor told when I spoke with sales. The storage cost me an additional $2000 to unload/load from the storage facility. Then after 2 weeks, I called on the date of our first available delivery date to be told that they would call me when they were ready to move my belongings. Finally on Friday, one truck arrived at 2:30 with 2 movers and no sign of the other truck. They said it broke down and could not give us any updates. They required payment (cash or P.O. money order only ) I already had a cashiers check for the original half but I was told they would not accept it. Luckily I found this out before they arrived and had cash in the amount of $6170. They would not offload anything until I handed over the payment -with only half of my belongings in view. When they opened the door, there was chaos, with boxes piled on fragile boxes and furniture jammed into every space. The 2 movers proceeded to unload - which was ridiculously inefficient. As the truck was emptied we saw many boxes ripped, crushed and destroyed. Some of our furniture including the antique irreplaceable pieces were destroyed. While we packed our boxes, we had them well protected and clearly marked fragile. They packed all of our furniture and clearly mishandled it from loading/unloading.

  Business Response

  Date: 08/17/2023

  Hello ***, 
  I would like to explain the charges first:
  As we are following the DOT and FMCSA federal regulations, the movers must provide you with a new binding estimate once they arrive, and before they start the loading process.
  With a lot of experience, our foreman can look around and tell the CF, they are also comparing the list of items provided to the sales team, to the items in the house.
  Once they noted extra items, they must write a new binding estimate.
  I attached this new onsite binding estimate for you – you can see that you had 26 extra large boxes, on top of the list of boxes provided by you prior to the pick up day.
  Also, some items were oversized, and you have been charged for the extra space of it.
  
  As for the antique items, you have been offered to have extra protection since Roadway Vanlines provide free packing to your furniture made of wood/metal/plastic with moving pads only (written on your estimate and explained by the sales team – picture attached as well).
  The packing charges cost you $2500.
  
  “they said they would need to extra wrap for the furniture and charged me an additional $5000”
  I do not see any other extra charges for packing other than the $2500 special pack for your antique items.
  Please reply and provide an explanation for this sentence of yours.
  
  I would like to bring up for BBB’s attention the charge for the bulky items:
  As I explained before, some of your items were oversized and the driver charged you the extra CF for it.
  The driver did a mistake and added this amount of $ to the extra charges line on your new onsite binding estimate.
  On 07/06/2023 after you called to ask about the extra charges, our customer service manager recalculated all the numbers and found the extra charge.
  She told you immediately that Roadway Vanlines owe you $1400 for the double charge and that your delivery balance is now less.
  
   The storage handling fee was brought to your attention before you booked with us, The handling fee charge is for all big jobs over 1500CF that need storage time, the standard rate is $1 per CF, and you received a discounted rate of $0.81 per CF.
  You agreed and signed for an extra $2000 for the double handling fee of unloading and reloading your 2900CF.
  Those $2000 is based on the original estimate of 2450CF.
  Your final volume calculated is 2900CF.
  A difference of 450CF extra which you received for FREE. The driver should have charged you an additional $0.81 for any extra CF total and a total cost of $364.50 has been waived without even bringing it to your attention.
  
  The delivery to PA from MD is done by a 26’ truck that can hold up to 1900CF, therefore 2 trucks must be sent to complete your delivery.
  We sent both trucks at the same time and unfortunately, one of them got into an accident, broke down, and had to tow it back to our warehouse.
  The driver who completes the 1st part of the delivery went back to the warehouse took the 2nd truck and drive back to you.
  We completed the entire delivery in less than 24 hours.
  
  Roadway Vanlines does not accept cashier checks at delivery, and we advised about the payment forms many times. I attached a part of our estimate where it explains the payment methods.
  
  As a professional mover in the industry for over 14 years, we know how to stack a truck and this is the only way they know, all furniture is strapped to the walls of the truck, and all boxes are pilled all the way to the top to prevent falling, from the heavy weight of the boxes, most likely the shape of it will change and you will not receive them in the original new shape it was.
  Every move is covered with a basic liability by law. You are welcome to contact our office and get help on how to file a claim.
  I will supervise it and will make sure to compensate you for the damages on top of what the claim company will offer.
  
  Please know that our top priority is to provide you with good service and good customer service.
  I am truly sorry that you had to deal with some damage to your goods, and I am sorry for any inconvenience this move may cause you and your family.
  
  Best wishes
  And a lot of good luck in your new home,

  Customer Answer

  Date: 08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  ---------- Forwarded message ---------
  From: ***************************** <*****************************************>
  Date: Thu, Aug 17, 2023 at 4:16?PM
  Subject: RE: FW: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Dispute Resolution Team <[email protected]>
  

  
  I am adding documented photos and videos from the event. I received the response from Roadway and I wish to emphasize the damage caused to items that they wrapped and stacked and to the absolute lack of regard to the word Fragile on my boxes as they were overstacked on the bottom in the truck. I have never seen anything like the absolute sloppiness and disregard to the manner in which our belongings were loaded, which was further exasperated by the 2 week storage, reloading and issues with the 2^nd truck breakdown. Sadly, an irreplaceable antique marble top was cracked in three pieces after it was found stacked vertically without any hard support but just wrapped in moving blankets. Also, the frame of an antique mirror was destroyed, along with other articles. Pegs for a bookshelf were partially recovered scattered on the floor of the moving truck. Communication was less than stellar and the office Supervisor was extremely rude to my husband. They proceeded to unload the first truck with only 2 movers (due to the supposed breakdown of the 2^nd truck), which made the unloading completely inefficient and prone to additional mishandling. Regardless, we still managed to tip them generously at pick up and drop-off. 
  
  

  Business Response

  Date: 08/28/2023

  Hello,

  I do not see the attachments.

  Please submit it all again 

  Business Response

  Date: 09/04/2023

  I have received attachment 1of2, Is there another part or only the one you sent? 

  Business Response

  Date: 09/11/2023

  I am writing to let you know that I will review it today with the dispatch manager and warehouse manager and will get back to you as soon as possible. 

  Business Response

  Date: 06/12/2025

  Hello Sia,
  
  I hope this message finds you well. I understand that you have concerns regarding two main issues: damages to your items and the associated costs. I would like to provide a clear explanation for both matters.
  
  
  Damages:
  
  I sincerely apologize for any inconvenience caused by the damages to your items during the move. I empathize with your expectations of receiving your belongings in the same condition as they were shipped.
  
  In accordance with the applicable law, the correct procedure for handling damages is to file a claim with the insurance company, which in this case is CSI. You can initiate the claim process by contacting them at ************ or online ******************************************.
  
  It's important to note that every moving company, including Roadway Van Lines, has a liable valuation of $0.60 per pound per article. liable valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Roadway Van Lines cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article.
  
  I encourage you to reach out to CSI to file your claim, and once the process is completed, I will review it and explore options for additional compensation.
  
  
  Charges:
  
  Regarding the charges, your initial estimate was a binding estimate. This means that the price is bound to the list of items provided, and as long as the exact list of items is loaded onto the truck, we guarantee that the price will not change. This includes all the terms outlined in the estimate, such as the packing of your goods.
  
  On the day of pickup, the driver identified 26 extra-large boxes and 8 pieces of furniture that were not included in the original list. Some of these items required special care and handling, leading to an increase in the estimate.
  
  I would like to remind you that on July 6, 2023, you reached out to ****** inquiring about the extra charges. In response, ****** discounted your total by $1400, as confirmed by you on July 7, 2023. This adjustment was made to address your concerns about the additional costs.
  
  
  If you have any further questions or need assistance with the claims process, please do not hesitate to reach out. We are committed to resolving these matters to your satisfaction.
  
  
  Thank you for your understanding and cooperation.