Complaints

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

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  US Van Lines Inc

  214 S Central Ave Saint Louis, MO 63105-3506

  
• 

  US Van Lines Inc

  4500 Goodfellow Blvd Saint Louis, MO 63120

  

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:11/13/2024

  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 contracted with US Van Lines, a nation wide moving company, to move my home from ************* to ************. When the company arrived at my home there was the boss "*****" and his three employees who were all awesome. I had been shopping and had a bag of expensive bags and belts in my living room for the flight back to **. After they were finished loading the truck I went to pack my bags for the flight and noticed that the belt boxes were now all empty, and a ***** bag was also gone. So 4 ***** belts and a bag all missing. I contacted ***** and he simply said my people don't steal even though they were the only ones in the house. When my items arrived in ***** my apple computer was busted. A $9,000 table had been dropped obviously and the corner knocked off, and bunch of the glassware was broken as the boxes had been crushed. One of my bookshelves from the basement was left in the old house and an original ****** illustration was left as well. To top it all off the piano that they had packed had broken wooden pieces. The company's representative in ***** "Lucky" hired two vagrants off of my local convenient store lot to be his moving people to unload the truck, one of which was a homeless person with a drug problem (the person's own words). Upon contacting the company no relief was given.

  

  Business Response

  Date: 11/21/2024

  1. In reference of allegation of stolen Items, a police report was filed by customer. we have a waiver signed by customer prior to starting the job that we cant be responsible for high value items (I was the one to present this to customer).

  2. Customer allegation of company not tacking a book shelve is false before leaving his house we asked if he needs anything else moved he checked the house and said all is good. It is customer responsibility to verify that all was taken. especially in a house that was  full of trash(I had to take a broom and push all dirt to the side so we can start working). 

  3. The following week I have arranged a ******************************************************** the house ( I saved the customer $$$$ buy using a Constuction account )

  4. I have a video recorded from the delivery driver of ******* partner sitting by the piano stating all is good.

  5. All boxes were packed by customer we cant be responsible for contents of boxes especially when boxes are over loaded ( and are full of dust to the point the tape cant stick to the cardboard)

   

• Initial Complaint

  Date:12/04/2023

  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.

  I contracted with them to transport my household items from ********** to ********. Upon arrival there was a lot of damage. I had taken their full replacement value coverage. When I put in a claim they refused to pay to replace anything. Some items they refused to compensate me for because I packed them myself. I packed everything except the furniture myself, and made it clear at the time that was what I was going to do. Their representative stated repeatedly my things would be covered; not just the few things they pack would be. No one advised me it did not include those items, nor is it stated in the bill of lading. What would motivate me to get coverage for only 20% of something? In some cases, they even assured me my things would be fine the way I packed them, and provided me with the packing material. Other items they wanted to pay to repair. I chose, and paid for, the full replacement value" option. That is what their rep called it; that is what it is called in the bill of lading. Its only in much smaller, and less dark, print that they state they can just pay to repair items. Furthermore, even the person they sent out to verify the damage said that some of the items would be very difficult to restore. One item which they did acknowledged could not be repaired, they offered me a small fraction of the replacement cost for, as compensation for cosmetic damage. I filed a claim for the replacement cost of the damaged items, $4,102. I included links to pages with replacements for the damaged items. In most cases the items are identical and/or from the same seller. I chose the best matches at the best prices. They offered $1,045 in response, as per what I said above, and sent out a check for that amount. I did not cash the check. I can provide you with the links to the online store listings I used to derive my replacement costs. I also can provide pictures of all the damage on the items and the bad state of the shipment overall. A few examples I've attached.

  

  Business Response

  Date: 12/05/2023

  This complaint will need to be transferred to the **************************************************** Lines as the shipment moved under ********************************** LLC ******** interstate operating authority. For purposes of the interstate move, ******* Storage & Moving (*******) was acting solely as a disclosed household goods agent of United. As a disclosed household goods agent, ******* cannot be liable for damages arising out of Uniteds performance under its interstate Bill of Lading. Therefore, please remove ******* from the complaint and forward the complaint to the Eastern Missouri BBB for **********************************

  Customer Answer

  Date: 12/11/2023

   
  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.  I will move the complaint.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/18/2023

  This complaint is not US Van Lines complaint. US van lines never had a customer by this name. Please see **** of lading provided by customer it is very clear the company used is ****************************************************** remove this from our records

  Thank You

  Hanoch Vilnai

  US Van Lines Inc.

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

  Customer Answer

  Date: 12/21/2023

  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.
  
  Sincerely,
  
  *************************