Complaints

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

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  Cobra Van Lines LLC

  49 Walnut St Ste 3B Norwood, NJ 07648-1329

• 

  Cobra Van Lines LLC

  49 Walnut St Ste 3A Norwood, NJ 07648-1329

• 

  Cobra Van Lines LLC

  90 Hackensack Ave Hackensack, NJ 07601

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:05/17/2025

  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.

  They have delivered my items damaged and or missing I delayed only in an email but they declined fulfilling a claim , offered $240 in damages but the values was more and after saying was not acceptable they declined any payment they damaged 3 dressers coffee table kitchen table ******************************************************************************************************************************* driving I had boxes opened and retaped but them they packed my TV but says I did they have pictures of damage over 100 of them and yet they think taking advantage of a ************************************************************************************************************************** not to call a lawyer as this gave them time to make me be the fool any my king bed had a adjustable mattress frame and it was damaged and all wires and remote was missing my Xbox ***** and Roku sticks were gone glass kitchen items broken there is a reason they are not a member of BBB they are a very bad company and should be prosecuted to the full extent of the law value of replacement is over $8,000

  Business Response

  Date: 06/07/2025

  We appreciate the opportunity to respond to the concerns raised by the customer regarding their move.
  The customer submitted a formal damage claim to our office on March 16, 2025. After a thorough review, a settlement offer was issued on April 17, 2025, in accordance with the valuation coverage selected by the customer. Per our records, the customer chose basic valuation protection, which provides reimbursement at a rate of $0.60 per pound per item. This is not full replacement value and is clearly stated in the pre-move documents and the signed **** of Lading. Many of the items listed in the claim were Packed By Owner (PBO). As stated in our terms and conditions, we do not cover damages to items that are packed by the customer, as we cannot verify their condition prior to transport or ensure they were packed using appropriate materials and methods. When the settlement offer was issued on April 17, 2025, the customer was informed that they would have 10 business days to accept or provide any further documentation or objections. They were also advised that if we did not hear from them within that time, the claim would be considered closed due to lack of interest. While the customer did contact our office again on May 8, 2025, no additional documentationsuch as proof of purchase or product linkswas ever submitted to support the values claimed or to dispute the settlement in accordance with our claims process. Since no further correspondence was received, and no supporting materials were provided, we informed the customer on May 15, 2025 that the claim was formally closed due to lack of interest. We take claims seriously and are committed to handling them fairly and transparently. However, we must adhere to the valuation agreement selected by the customer and our established claims procedures.

• Initial Complaint

  Date:01/22/2025

  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.

  I contacted this company for moving services. After I paid the deposit of $677 I came to realize how unprofessional and shady they were. All phone calls to them resulted in different amounts being charged. I could never get documents in writing due to their system. The movers showed up 8 hours late (10 at night) and started adding more fees upon entering the house. They wanted double the balance due in cash before moving anything. I am a senior woman living alone. I had to call my nephew to kick them out.

  Business Response

  Date: 01/23/2025

   

  We just received the following complaint - Complaint ID: ******** from a Ms. ***** *****, however, I am unable to locate a customer with that name or information. I have searched our system for the phone number, email address and physical address provided in the complaint.

   

  Thank you,

  Miranda

  Customer Service Manager

  Cobra Van Lines

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a move from ***** to ***** with AmeriSafe Movers who outsourced my move to Cobra Van Lines. A nightmare! Contract # A5226855 Cobra Van Lines:1. Showed up 4 hours late.2. Driver/mover was on crutches!3. ******************* (authorized agent/manager) was following the truck in a car that broke down. His car was towed to my house.4. ****'s broken down car (loaded with gasoline!) was put on the moving truck I rented. It took up so much space, I was forced to leave some furniture and sentimental items behind at my old residence!!!! They did not send for another truck, or offer to have the items shipped to my new home at their expense.5. I was told that transporting a gasoline-loaded vehicle on the closed, boxed truck is illegal and dangerous.6. I paid $700 to move my car on an open car carrier truck per their advice. But they put THEIR car in the closed truck BEFORE they started packing my items.7. Their broken down car was NOT logged on shipping forms.8. They did NOT ask my permission to put their car on the truck I paid for and rented.Based on this disaster of a move, I feel entitled to a substantial compensation/refund.

  Business Response

  Date: 05/23/2024

  Hello ****************. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. The contract you signed with **************** Services does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. The pickup crew did arrive on your contractual pickup date of 04/26/2024. The estimated time of their arrival was 2-6pm, and according to your paperwork, the crew arrived prior to 6pm. Additionally, your signed estimate with **************** Services does state all pickup, load and/or delivery dates are only estimates and are not guaranteed.
  
  Additionally, regarding the vehicle that you claim was loaded onto a 26ft moving truck, that you did not rent, as the truck itself is property of our company, this information was not provided to our office until April 29, 2024, by a third-party person, who was not on the contract. We did ask that person to have you contact our office directly regarding this issue, however, we never heard from you, either via email or via phone call anytime after April 29, 2024 to discuss this issue.
  
  We are more than willing to discuss a refund or reimbursement for the charges incurred for the space the vehicle took up. If you have any further questions or concerns, please feel free to contact customer service at ************.

  Customer Answer

  Date: 05/24/2024

  
  Complaint: 21701614
  
  I am rejecting this response because:
  
  Cobra Van Lines customer service supervisor, *******, does not call me back as promised.

  I called a few times to resolve this matter, and Cobra told me to stop calling.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/02/2024

  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.

  Cobra was subcontracted by another moving company to move me from CA to MD. Contents picked up in Dec 22. About 20 items was delivered in Jan 23 and the remaining partial delivery was delivered in Feb 23. When the 2nd delivery came I called Cobra and told them that this was not my entire delivery and about how wet my items were bc of the semi's damage. They told me to take inventory and file a claim with their ins company. It was discovered that I have over 30 boxes missing, I have other people's stuff and every piece of furniture/tv I own is scratched and damaged beyond repair. The 2nd semi had a hole in the corner over my contents, there was a massive rainstorm on the ********** and all of my contents was damaged and/or destroyed. The damage was well beyond what you would expect when reasonable care was taken with your belongings. They also packed my contents in the truck with no concern of breakage. I had to get family to unload the semi bc the driver and his partner were arguing the entire time even though there was a severe language barrier. I filed my claim with the insurance company in the allotted time. Months later I received an email stating that the ins company no longer represents Cobra and my claim would be handled in house. I called Cobra claims **** numerous times, left voicemails and never rec'd a call back. Got 1 email stating that they are working on my claim. Finally received an offer of approx $350 for my missing boxes and damage on Feb 21, 24. I sent an email back on Feb 22, 24 and declined the offer. Called several days later. No response. I finally rec'd an email on March 27th stating that my claim was closed due to no interest on my part. This is absolutely not true. I have been trying to call every day and email trying to get this resolved to no avail. I am being ignored. Is this the way that they treat disabled vets and other customers.

  Business Response

  Date: 04/02/2024

  Hello *********************************. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. In regards to your claim, you do have 9 months from the date of delivery to file your claim prior to the expiration of said claim, however, you may only submit a claim once. On December 31, 2023, we terminated services with CSI Pros, and your claim was transferred to our in-house claims department. After this transfer, your claim was evaluated, and you were provided with a settlement offer of $361.20 on February 21, 2024. Within that email, we did let you know that we would require approval of your settlement offer within the next 10 business days, otherwise your claim will be marked closed for lack of interest. Unfortunately, the emails you sent on February 22, 2024, were never received, and therefore you claim was closed due to lack of interest. You were informed of this on March 27, 2024. Additionally, I have reviewed our call logs, and it shows that you have only left two voicemail messages between January 1 and today, April 3. I do apologize that those calls were not returned, however, please bear in mind that our claims department is only open 1pm-7pm EST Monday-Friday. We would be more than happy to re-evaluate your claim, however, please keep in mind that your compensation rate is based on your coverage amount of $0.60 per pound. Additionally, please note that per your signed paperwork from the date of pickup, the carrier is not typically responsible for items that are indicated as Packed by Owner nor does your valuation coverage cover valuables or items that are not indicated as not delivered or delivered in a condition different than their condition at the origin. At this time, your claim has been re-opened, and you will receive additional instructions via email, as we do require documentation/receipts indicating why it should be re-reviewed (including links to the purchased items). From then, we will review your claim again to see what settlement adjustments you are ***********. Failure to supplement the aforementioned information may result in your claim being closed due to lack of interest.  If you have any additional questions or concerns, please contact customer service at **************.

• Initial Complaint

  Date:03/25/2024

  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 contacted ******* first Movers to get a move from ***** to ************. They contracted Cobra to do the move. I was given a pick up date which turned out to be a day before the actual pick up, so I was already flying to my new home with my pets. My ex husband had to stay behind to be there for the pick up. They told him it would be additional money and they required cash or cash equivalent. In total the move cost me over 12k for a medium sized truck to go from ***** to **. They asked my ex to sign the papers and asked about the delivery date to me here in **. He signed off on March 26 2024. I never heard from them after the pick up on the 20th and assumed they were transporting my things. Today, March 25, I called to confirm delivery tomorrow. I was told my things had been unloaded. I asked what that meant. It turns out they wanted to deliver the items today, the 25th, and had decided I was not available. I was, I wasnt contacted nor told that theyd be holding my things in storage. I spoke with customer service and they were zero help. I have the majority of my clothes, my computer, my prescriptions (I brother enough medicine for a few days assuming I could trust these people), and many other items I needed in these boxes. I was told Id hear from them anywhere from 2-14 days about when I would have my things delivered. Id say this is a horrible experience. Horrible company to deal with during an already stressful time. Im visually impaired so not having my computer for an unspecified amount of time is quite detrimental for work and school. Avoid America First and Cobra Van Lines no matter how nice they seem to be. Its all about the money.

  Business Response

  Date: 04/02/2024

  Hello ******************, I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. The contract you signed with ******************** Services does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. According to your original estimate with ******************** Services, you were transporting ***** cubic feet. On your contracted pickup date of 03/20/2024, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with ************************* Services does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer has to be charged for it. Additionally, with long distance moves, after the items are picked up, they are then brought to the closest carriers warehouse, where they are stored until the customer is ready to receive delivery. After that, the items are then loaded onto a semi-trailer with other customers items in order for the carrier to make multiple deliveries on a route. Per your signed estimates with both ******************** Services and Cobra Van Lines, your first available delivery date is not a guaranteed delivery date, as it is the date you are stating you first have access to your delivery location. At the time of pickup, it was indicated that your first available delivery date was 03/25/2024. At this time, your items have been loaded and are in transit towards your delivery location in ************. Your delivery is expected to take place within the next few days. As mentioned during phone call conversations with customer service, and via email, you will be contacted 1 day prior to delivery occurring directly from your delivery driver. If you have any further questions or concerns, please feel free to contact customer service at ************.

• Initial Complaint

  Date:01/28/2024

  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.

  The movers picked up my items on June 24 , 2023 in *********** witnessed a mover throwing my boxes around when looking for a remote that was missing. They upcharged me close to $1500 additional costs when the picked up my furniture. They said the items were going into storage. They delivered in ******* on July 14th, a day earlier than my delivery date on the movers contract. My closing was on July 14th. The weather on that day they delivered was 116. Since I was the first of the 3 deliveries in his van. He waited, in the heat, until I received my keys at closing (5 pm). Needless to say, things were melted, i.e. candles. I opened box after box of broken glass items, many antique/vintage items. I have several pieces of furniture that are broken (2 antiques) and a missing antique table from my grandmother. The movers never checked off items when he delivered. They have an uncomassionate attitude with no follow *** or call backs. I want to *** these people. They are not returning my calls.

  Business Response

  Date: 02/19/2024

  Hello ****************, I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. According to the original estimate with *************** Services you were transporting 877 cubic feet. At the time of pickup, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with *************** Services does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer must be charged for it. Additionally, with long distance moves, after the items are picked up, they are then brought to the carriers warehouse, where they are stored until the customer is ready to receive delivery. Per communication with your broker, *************** Services, you indicated that you could receive your delivery ASAP beginning on July 10, 2023, which is why your delivery occurred on July 14, 2023, regardless of when your closing was. For your missing and damaged items, you were directed to file a claim through our claims processor CSI Pros, however, as of December 31, 2023, we have terminated services with CSI Pros and you were made aware of this during a phone call on December 28, 2023 and again on February 7, ****. As of now, your claim is being reviewed, as it was submitted as complete through CSI Pros, and therefore transferred over as complete to our in-house claims department. If you have any further questions or concerns, please feel free to contact customer service at ************.

• Initial Complaint

  Date:11/16/2023

  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.

  In the beginning of October my mom hired this company to help move her across the country to be closer to family. Amongst lots of chaos with the movers packing boxes and moving stuff in and out, her cat went missing. She asked the company to please check their trucks and make sure the cat didnt get in there and they reassured her that the cat was not in there with her items. On November 11 her items were delivered to her storage unit, and by some miracle her cat was found inside a piece of furniture that had been wrapped by the movers. This company is absolutely horrible, their costumer service team tried to claim that what my mother was saying was untrue, that the cat couldnt have been in there. We were just as shocked to find her alive, we have other animals and know what happens without water.. We have photos of the wardrobe the cat was locked in for almost 40 days, covered in urine and its own f**** The vet couldnt believe she survived either, and after several days with iV and meds the cat is doing ok, but after losing 90% of her body weight and being trapped without being able to move much, we have a lot of recovery ahead. My mother is absolutely traumatized by the encounter with this company and their lack of compassion or willing to take any responsibility! Please do not use ************************ or cobra vanlines company!

  Business Response

  Date: 11/17/2023

  Hello ****************, I am sorry to hear that you are unsatisfied with your mothers relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. Per our records, your mother, *************************, originally had her move scheduled for 10/01/2023, however she asked that we delay her pickup as her cat had gone missing. The pickup was subsequently rescheduled for 10/03/2023, to allow two days for your mother to search for the missing cat. Upon arrival to the pickup location, the ******* and pickup crew recall that no cat was at the location, which made them assume that either the cat was located and transferred to a secure location or not located and the search would continue after pickup occurred. At no point in time did the ******* or the pickup crew open the cabinet in question, as the only responsibility of the crew with the said cabinet was to blanket and pad wrap it. As a pickup crew, we are not responsible for checking items to ensure that nothing is in them, as that is the sole responsibility of the customer. While I can sympathize with your mothers situation, and hope the cat improves health wise, the responsibility of this situation falls on the customer, not ********************** or *************************. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 11/24/2023

  
  Complaint: 20880091
  
  I am rejecting this response because:
  
  Your company moved an entire truck load on 10/1 and was asked by my mother to check your trucks for her cat. She was assured that they checked the truck and that the cat wasnt on there when clearly she was.  Another set of movers came back on 10/3 to resume the move because my mother assumed since your company checked the trucks the cat must have been somewhere outside or around the apartment. But the furniture that the cat was in was loaded into that first truck. We have all the paperwork saying so and text messages with the driver of the truck that first day.  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/07/2023

  Hello ****************, I am sorry to hear that you are unsatisfied with your mothers relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. As previously stated, it is the owners responsibility to ensure that animals are accounted for prior to movers showing up. Our drivers searched the truck and surrounding area for your pet and unfortunately we werent able to locate it. It is solely the owners responsibility to check the inside of furniture items prior to loading, as the only responsibility of the crew with furniture items is to blanket and pad wrap it prior to loading the furniture onto the truck. Once again we are happy that your pet has been located and is recovering well, however Cobra Van Lines LLC is not responsible for the security and safety of clients pets. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

• Initial Complaint

  Date:10/25/2023

  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.

  Cobra Van Lines was subcontracted by AmerSafe to move my furniture. They picked up up my Furniture on 9/25. I have called every day and they cannot provide me an update on anything. They have no expected delivery date and are not willing to do much research. I would like to have my furniture. Also when the came to pick up my furniture that increased the price. I should have walked away at that very moment. I need help getting a response and getting my furniture delivered.

  Business Response

  Date: 11/15/2023

  Hello Ms. *******, I am sorry to hear that you are unhappy with your services. The contract you signed with ****************************** does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. According to the original estimate with ****************************** you were transporting 397 cubic feet. At the time of pickup, when the ******* arrived, it was revealed that you were taking up 550 cubic feet. The contracts you signed with ****************************** does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer has to be charged for it. Additionally, with long distance moves, after the items are picked up, they are then brought to the carriers warehouse, where they are stored until the customer is ready to receive delivery. After that, the items are then loaded onto a semi-trailer with other customers items in order for the carrier to make multiple deliveries on a route. Per your signed estimates with both ****************************** and Cobra Van Lines, your first available delivery date is not a guaranteed delivery date, as it is the date you are stating you first have access to your delivery location. From your first available delivery date of September 30, 2023, delivery can take anywhere from a few days to a few weeks to be completed, however, we legally have 30 business days to complete your delivery. Additionally, your delivery has now been completed, well within the legally 30 business day window. If you have any additional questions or concerns, please contact customer service at **************.

• Initial Complaint

  Date:09/07/2023

  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.

  Nature of the complaint: First, this was the most unprofessional move of my entire life and I move often with the military. The company sent two men to pack my entire house in a day with a truck too small to accommodate my belongings. When I called to ask about more help, the ******* became so upset by this that he yelled at me and threatened to cancel the job in the middle of the pack. While it may seem like there are missing elements to what caused him to threaten this way but I assure you there was not. It forced my 70 y/o mother and realtor to have to help me pack while the two movers loaded. Then my shipment was involved in an accident e route where the trailer hitch on the semi broke resulting in my items being transferred off to new trucks in the middle of the night on the side of I95. When my things arrived, there were once again two crew, one who almost never left the truck. I was forced to help unlock my own things from the truck and help the ******* carry in my furniture. Almost every piece of wooden furniture I owned was damaged, gouged or scratched, plus numerous other damage including them totaling my Steinway upright piano. Then when I filed my claim, CSI returned it to Cobra because they failed to authorize the payment. That was in March of 2023. The move was September of 2022 Its now September of 2023, I still havent been reimbursed my merger claim based on $.60 to the lb, and all because Cobra has been promising to send the shipping documents to SCI for the last 6 months. A word of caution to anyone using Cobra Find. Anyone. Else!

  Business Response

  Date: 06/11/2024

  Hello **********************, I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. According to the original estimate with ****************** you were transporting ***** cubic feet, however, at the time of pickup, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with ****************** does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer has to be charged for it. Additionally, with your original estimate, the standard amount of crew to be dispatched is 2 persons, however, since the original estimate from ****************** was underestimated by the broker, we were unable to dispatch the correct amount of persons on your pickup date, however, according to our records, we did dispatch and additional 2 persons the following day in order to complete the pickup in a timely manner. Regarding your claim for damages that occurred during your relocation, I do see that we authorized the settlement amount through CSI in October of 2023, however, I see no information on if you accepted the settlement amount on your end. If you did in fact accept the settlement and are able to provide the signed release form, then we would be more than happy to provide you with your settlement check as soon as possible. If you have any additional questions or concerns, please feel free to contact us at *******************************

• Initial Complaint

  Date:08/22/2023

  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.

  On June 17th, I hired **************** Services" now known as "Ameri-*********** Services", a part of the "**************************", to move my belongings from ************** to **********. They brokered my move out to "Cobra Van Lines" and we agreed to a first available delivery date (****) of July 10th. They picked up my belongings on July 2nd and everything has gone wrong since then. It is now August 22nd and I am going on week 7 of living and working in an empty apartment.Shame on me for not vetting this company, shame on me for signing their horrible contract, and shame on Cobra Van Lines for taking advantage of people during one of the most stressful times of their lives. The customer service team is terribly unhelpful and clueless. I have called them so many times since they missed the **** and all I ever get is "I cannot provide you an update at this time" and "I understand you are frustrated, but do you realize you are moving over **** miles?" ... of course I know that, it's quite literally one of the first things I told you when I was hiring you. We are over a month past my **** and they have just now breached the 30-business day delivery window. However, there is absolutely no repercussions for Cobra Van Lines other than that they will refund me a whopping $15 per business day that they are late, this is deducted from what I owe them upon delivery, which is currently $1,600. So, in reality they can hold my property for 106 business days (1600/15) without ever having to deliver it after I've already paid them $4800 before they actually have to start paying me money. I ask to speak with someone who is in charge and the customer service reps always tell me that the supervisors are in a meeting and they will call me back later, but they never do. I have never, not-once received a phone call from this company. This company is evil, corrupt, abusive, horrible, incompetent, illegitimate, and something needs to be done about it, I wish I knew earlier.

  Business Response

  Date: 09/04/2023

  Hello ***. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. The contract you signed with ******************** Services or Ameri-******************* does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. At the time of pickup, you provided your first available delivery date as July 16, 2023, however, once you were informed that the first available delivery is not a guaranteed delivery date, but the date that you are stating you first have access to the delivery location, you change it to July 10, 2023. At that time, we did let you know that delivery can take anywhere from a few days to a few weeks to be completed. On July 25, 2023, you did ask to speak with a supervisor, however, the supervisor was unavailable to speak on the phone, but did send you an email explaining again that the first avalibel delivery date of July 10, 2023 was not a guaranteed delivery date, and that we legally have 30 business days to complete your delivery prior to compensation being provided. You did also request expedited delivery at this time, however, it was not something we could offer for your delivery route, which you were made aware of. In regards to the customer service team being unhelpful or clueless, you called in requesting updates almost daily, and there were no updates at that time, which is why you received the responses of I cannot provide you an update at this time. Once we did have an update to provide, you did request to cancel your contract instead, and have another company pickup your items on your behalf. We did inform you that you would be required to pay 90% of your remaining balance less any applicable discounts, which was $45 for being past the 30 business days, and an additional discount of $100 in good faith. You did also request that we waive your entire balance due, which was not something we could offer. The supervisor did speak to you on the phone regarding cancelling your contract, as well as send you an email following up with the phone call conversation. A few days after that phone call and email conversation, you did state that you would no longer like to cancel your contract, but would like your items delivered by us as planned. We did inform you that your items would be loaded the weekend of August 25, 2023, however, due to inclement weather in the South, your items were loaded on September 1, 2023. You delivery is currently anticipated to take place this week, September 4, 2023 to September 10, 2023. The delivery driver will call 1 day prior to delivery occurring, and is aware that per the Bill of Lading, which was signed on the date of pickup, the compensation is $15 per business day after the 30 business days has expired. We are also still offering the additional $100 off, that was offered on August 23, 2023. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 09/04/2023

  
  Complaint: 20508668
  
  I am rejecting this response because:
  
  I was not and still have not been told Sept 4th - 10th. Communicating via the BBB is no way to conduct business. I was told my delivery would be September 4th maybe plus or minus one day. I called on September 1st and was told that everything was still on schedule to deliver on the 4th. Today is the 4th, I have called the customer services line 5 times, I left a message, and I emailed. Nobody has contacted me to tell me that delivery will not take place today. This is a holiday weekend and I told you when the date was first set that I thought that would be a problem. You told me they will deliver on the holiday no problem, so I sat around this weekend waiting for your delivery and I call your service line to find out you guys took the holiday off. Nobody has reached out to me today!!! This is absolutely ludicrous, you guys need to be punished for this. This is abusive, cruel, and unusual harassment. You have legally robbed me of everything that I own and are constantly throwing your ridiculous contract in my face. You are the worst thing that has ever happened to me. 

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

  Business Response

  Date: 09/18/2023

  Hello ***. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. I have re-looked over your file and the phone call that you are referencing and you were informed that your delivery would be taking place on or around Monday, September 4, 2023, however this was not considered a confirmation. You were then told on September 5, 2023, when our office was re-open after a Federal Holiday, that delivery would be occurring on September 9, 2023 between ****am and you would be *********** a total of $325 off. Your delivery did occur on September 9, 2023 as planned, and you were provided the $15 off per business day after the 30 business days as well as additional $100 off for a total of $325 off of your remaining balance due. At this time, we have fulfilled our contract and the services it includes to date. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************