Complaints

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

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  Moving Solutions Van Lines LLC

  Clifton, NJ 07014-1550

• 

  Moving Solutions Van Lines LLC

  1 Ackerman Ave Clifton, NJ 07011-1501

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:01/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The movers showed up yesterday with a three hour notice, 23 DAYS LATE. They promised us a delivery date of 1/1/24 and didn't come until 1/24/24. When our stuff arrived almost ALL our boxes were destroyed. So much so that our belongings were falling out of the bottom and sides of boxes as they were moving in our belongings. They overcharged us an extra $700 when they came to pick up our stuff with no explanation. They broke my shelving unit. All the shelves were snapped off the hinges. Were still going through all our belongings to make sure they didn't steal anything. They also dropped the broken shelving unit on our coffee table they had just unwrapped and dented and scratched our table. This is unacceptable. How can moving companies get away with destroying our belongings? We paid over $3,000 and this is what we get?

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a moving company to move my belongings from ********* to ********. We scheduled a date and time for pick up and they never showed. I called them 6 times and finally was told they would come tomorrow to pick up my belongings. When they arrived they didnt have enough room on the moving truck for all my belongings so they started to throw some of my belongings in my garbage can that I had sitting on the curb for pick up later that day. I approached them and said they need to take all my stuff like I had requested so their solution was to strap some of my belongings to the back of the truck. They then demanded I pay extra for the extra room I needed. My belongings were supposed to be stored in storage for 6 weeks until I moved into my new home. When I called to schedule delivery (5 weeks in advance) they said they wouldnt know when they could deliver my belongings and theyd call the day before they could deliver them. I continue to call asking when my belongings will be delivered but they wont give me an answer. I just want my stuff!!

• Initial Complaint

  Date:07/20/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a moving company (Moving ************************************ to move from *************** to *********, **. The problem started after the pick-up, June 26, 2023.In, July 19, 2023, the carrier did not deliver the following belongings:Two foldable tables The total cost of the two foldable tables is ~$100.Not having such tables will affect my quality of life because I was expecting them as part of my setup for my apartment.Also, the following items were damaged due to the moving process:One glass The cost of such glass (was approximately ~$15). The following irregularities occurred during the moving process:The company gave me multiple times the wrong delivery date and time. The communication could have been better, and there were various inconsistencies between agents. For example, an agent will say the delivery will be Monday, and another agent will say Tuesday, or there is no information on the delivery date. An agent said that I never gave my address when I did the pick-up date, and when the address changed, I emailed it more than a week before the delivery.The Moving ******** **************** gave the carrier the wrong phone number (I have had the same phone number for more than eight years), so I need clarification on how the carrier was given an incorrect one. I never contacted Moving ******** Van Line with another phone number or gave an alternative one. The carrier was given an old address. I updated the address around July 8, 2023, and the carrier had the old address. Again, how did this happen?The carrier only gave me a document saying that the two foldable tables were not delivered with a specific date (which should be July 19, 2023, around 8:00 p.m.).The first two payments were allowed by credit card, but the third payment was only cash or money order (both considered cash-type transactions) without an option of paying with a credit or debit card

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/9/23 I contacted ******** Moving Experts for a move on 6/13/23 from ********, **** to *******, ********. They notified me someone would be in contact to pick up my items on 6/11 or 6/12. I received no communication and after numerous attempts received communication they would pick up on 6/12. On 6/12 at 10AM Moving Solutions Van Lines came to pick up my items. Before they even got started, I verified cost and that my items would be delivered on 6/13. They assured me it would be delivered on 6/13. During moving - one of the movers took a #2 with the door cracked and another started as they were leaving started digging through my personal items and took my charger out to which I notified him that its mine and he apologized and put it back. My initial quote was around $1300. At the end they tried to charge me $3800. I told them to unload the truck because Im not paying that and they brought it to $2200. I was moving to an apartment that didnt require a certificate of insurance but then signed a lease for another that does due to an issue at the first apartment. I called and asked for proof of insurance and they said it takes 24 hours which is frustrating but my mistake so I understand not being able to deliver 6/13. However now they will not answer, have hung up on me numerous times and the one time I did speak with someone she said it could be days before they even know when it will be delivered. *** asked if I can rent a uhaul and come get my things because I am sitting in an empty apartment starting a new job with none of my belongings and they will not respond. Their reviews have plenty of examples of people experiencing their price being doubled and not having their items delivered appropriately. This company is a scam and needs investigated for business practices and their cash only that they do not warn you about until they arrive.

• Initial Complaint

  Date:03/30/2023

  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 Graceful Moving Company for a cross country move who hired Moving Solutions Van Lines as the carrier. From the time they came for pick up the service was awful. They were late for pick up, argued with us (the customer) for two hours before beginning loading, we did not hear from them for multiple weeks after pick up despite promises from the broker that we would, no one ever told us they would be late. It has been 6 weeks, 30 business days since pick up and we still do NOT have a delivery date for our items. On top of this, *****, who is the manager at Moving Solutions Van Lines, has had abysmal customer service and is unwilling to give us a discount despite the fact that we've incurred multiple expenses on behalf of their negligence.

  Business Response

  Date: 06/08/2023

  Thank you for fowarding this customer complaint to our attention: 

    We do apologize for the late delivery we always try to deliver as fast as we can. We do not give a discount while move is still in transit our contract ******. {SECTION 7 : Agreed Pickup and Delivery schedule: Two pick up and delivery
  services are available: **************** or *************************** Premium ****************** on or between agreed dates is an optional service that is available to you at an additional cost. This optional extra service guarantees that your shipment will be picked up, transported to the destination and delivered on specific guaranteed dates. If the mover fails to provide the service as agreed, you are entitled to be compensated as a predetermined amount or a daily rate (per diem of $30.00) regardless of the expense you actually might have incurred as a result of the mover's failure to perform. Absent selecting and paying for the optional extra service guaranteeing specific pick up and delivery dates, the mover is only required to pick up and deliver your property with reasonable dispatch and in a reasonable time under **************** Generally, estimated delivery is up to 21 (twenty one) business days from date indicated as first available for delivery. Any oral promises made regarding delivery or pick up dates and times are mere estimates, We guarantee delivery to take place within 30 business days of the date first available for delivery. (time calculations exclude days in storage) Any changes to your order will extend this time. This time frame may change based on the time of year, weather conditions, road conditions, other acts of God, delivery schedule, geographic location of the move and other unknown factors. Business days do not include holidays or weekends. We are willing to give you a discount please contact ** at *******************************. 

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 14 I was contacted by *********************** ************* in regards vehicle shipping and he proposed a partner that he can give me a deal since I am going with his company. I was moving from ******* to ************** **. Only Vans and Storage sent me a binding estimate and contract. I talked to *** what I have, which is Queen size mattress, 6 drawer dresser, piano keyboard, containers, boxes and I said I still work on it and try to combine small boxes into larger ones. I purchased boxes from ace hardware uhaul large boxes 5 and Polamer shipping boxes 2 large and medium. I mentioned I have about 16 boxes. I mentioned numerous times I dont have a sofa and I only have one love seat not 2. I was waiting 2 days for a pick up finally on 2/20/2023 Moving Solutions showed up they called 2 hours ahead, not to mention a car transport also called and showed up at the same time. I showed what I have, some things had to be retapped. He was making notes and guys loaded everything to the van. Also They supposed to take my plants and told me law prohibits them from taking plants. I had my car loaded already they took boxes out and I loaded plants. It was a chaos. When truck was loaded I was given list of things that cant be on the truck ( no plants on the list) no medications and I had a box already loaded. He gave me quote different from what I was given twice the amount. He should do that before he loaded a truck. If I was sent a list of things that shouldnt be on the truck and that things will be combined with other people I would not agree to go with the company or pack my things accordingly. Most important things I could pack in the car. Not to mention my Dad just passed away and I was down. My things were picked up 2/20/23 with delivery promise 2/24/23 by *** and MS said **** days. No one responds to my calls, no one knows where my things are, no one calls back. I only had 7 day supply medication, some essentials, had to purchase mattress, sheets, pillow, towel, soap.

• Initial Complaint

  Date:01/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are very disappointed with our entire move experience with this company. While packing up our belongings, there were items left behind at our residence without being relocated. Once the trucks went back to the facility, our belongings were unpacked and repacked onto a Semi. Unfortunately, this truck was not properly packed and poorly arranged with items from other clients. This caused some of our belongings to be mixed in with the other loads on the truck which we believed was the cause of our missing items, the likes of which we should not have been charged since they were never delivered. Some of our boxes were badly crushed due to mishandling. The cost/quote from the time of initial contact to delivery changed 3 times, and went from $12k to $20K to $28K! We absolutely know we did not get twenty-eight-thousand dollars worth of quality service! We strongly feel the quality of the job is not worth the amount we paid. After itemizing our losses at approximately $6,000, we were informed the company was willing to reimburse at only $.60 per pound. This amounts to approximately, $1,100. We have made multiple phone calls and emails to Moving Solutions to resolve this catastrophic loss for our family of priceless heirlooms, pictures, beds and mattresses. Several phone calls were made to ***** at Moving Solutions with no definitive action, frustratingly we settled for a refund of $350 that has yet to be paid. At this point, no one will answer the phone or return our calls/ email. We do not want this dishonest and unreliable company to do this to another customer again.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moving Solutions was contracted out for our move by Only Vans. Was told the mover would arrive 12/23-12/24. ***** then told our contracting company that they would not be able to come until 12/26 between 9am-12pm. Did not hear from mover until 12/26 at 5pm, told they would come on 12/27 around 7-8am. When the mover picked up our things, they asked when we needed it. We told them it was initially promised (by Only Vans) on 12/28. Otherwise, we told them we needed it as soon as possible, before the new year.It is now January 4, and every time I call Moving Solutions they tell me theyre working on it. Their employees are rude, they did not go to work at all between Christmas and Jan 3. They keep telling me that they have three weeks, but then say it shouldnt take that long and then say we dont have any routes to ***** right now.

• Initial Complaint

  Date:12/27/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 11-26-2022 Original total service price on date of pickup was $1,275.50 Pickup/Delivery driver notified me that they were just hired to do so and any extra footage would be charged on their behalf not the person I made the contract with. Everything said and done, we were charged a total $4,925.62 The businessman I made the moving contract with over the phone assured me that everything would be delivered promptly and without any damages. It turned out that the pickup/delivery company "Moving Solutions Van Lines" were not affiliated with contractor as said by the driver who was responsible for the collection of the money. There was plenty of damage on items and broken glass in its boxes. I have tried calling *************) several times but to no avail. They've answered only twice saying they would send me an accident report but I've never received one. They have constantly hung up on me. Order #P5609890 *** ************** made contract over ***** ************* made contact with me 11-17-2022 for next day delivery, never happened ******* ************** from "National Carrier" made contact with me 11-20-2022 that my delivery was on It's way to arrive at my residence in 30 minutes.***** and ************************* ************** delivered my belongings *********************** ************** my cell phone *******************************************************************

• Initial Complaint

  Date:11/22/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called ***************** originally after paying an upfront fee for my move estimate which was from ********* to *****. After paying the fee or estimate I kept asking for a date of when they would arrive to pick up the household items I was told they would by this admin or secretary of the business that they were unable to provide a definitive date. I explained to them that I was moving my Mother and my Aunt and had to coordinate airplane departure flights with their arrival. Still could not provide - long story shorter they eventually called me and stated they would arrive on the 26th of September 2022 and they they actually arrived on the 27th. I was doing phone Supervising with my Mother when they arrived and we kept asking about the date ETA (estimated arrival date) of their belongings they would not and did not give an answer until all the things were loaded and stated 30 to 90 days. I got my Mother and my Aunt on a plane eventually and kept calling their company inquiring about their belongings and kept getting the run around when they finally arrived on November 28th at 11pm at night-items were missing and broken, some of their bags had been gone through and medications for asthma inhalers that were securely packed because they could not take them on the plane were missing, along with other medications items of personal value. This company is sham and I paid over $5k for having things placed into storage until they decided to deliver and I paid a company so that my family could be robbed of personal items. I know filling a claim over this w/o pictures will heed no results but I and my family feel robbed and violated and this was very stressful on all of us thinking that we would never see any of their belongings again. I suggest you not use this company nor any company that is associated with them wish I had known beforehand. My Justice would be having them out of business.