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:10/10/2022

  Type:Sales and Advertising 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 arrived and almost immediately started questioning if they had an updated packing slip and my initial quote doubled in cost. When reviewing their package list it states there were 15 additional extra large boxes when in fact there were zero extra large boxes. Additionally they will ask the first delivery date and not explain you that means the earliest the items can leave from the origin state. I moved from WI to CA and my items will not leave IL at least 15 days after the first delivery date. Expect to be over charge and delayed if using them.

  Business Response

  Date: 10/11/2022

  I am very sorry you were not provided proper information by the moving broker you hired. Your quote was under the space reservation you needed to complete your move. You had a binding not to exceed estimate which means if the cubic feet increase the cost would also increase at the contracted rate per cubic foot. We request a first available date for delivery to ensure we dont send your items out before you are ready to receive them. This should have already been explained to you by the broker who coordinated your move this does not get explained by the ******* at the time of pickup as he is a ******* and not a dispatcher. If you have questions or concerns regarding your relocation that pertain to us and not the broker please let me know. You may also call customer service for assistance at ************

• Initial Complaint

  Date:10/06/2022

  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.

  We contracted with Nationwide for our move from ******** to ********** at the beginning of August. We were quoted **** days before our items would be delivered to the new address in **********. Nationwide subcontracted our move to Cobra Van Lines. I am filing this complaint on October 6 and we still haven't received our items.We've called Cobra multiple times and were told last week that a delivery date was scheduled only to find out on our next follow up call that the delivery date was cancelled. Cobra never calls back like they state, we have to continuously reach out to them.Since Cobra has been extremely unhelpful we've called Nationwide multiple times and were given an email address to contact. When I asked to speak with someone up the chain that could address our concerns I was told that would be possible only after using the email address I was provided.After emailing Nationwide customer support we were told ********************** had scheduled a delivery date between Thursday and Saturday of this week (9/29-10/1). When I called Cobra on 9/27 they told me a delivery date has not been scheduled and they don't know who Nationwide talked with to get that information. Cobra said they have been unable to find a driver to bring our items from ** to CA and they have no information to share with us about a timeline of delivery. In essence, they have no idea when our items will arrive.The paperwork we signed with Cobra at pickup stated that after 30 business days past the scheduled delivery date we are entitled to daily compensation for each day they are late, but there is nothing to state how long they can drag this out. Meanwhile we have an empty house with no resolution in sight. We are now 7 days past the 30 business days and they still dont have a delivery date.

  Business Response

  Date: 10/07/2022

  I am very sorry to hear you are unhappy with our service. You were provided an email because I was not available at the time. Regarding delivery, it is delayed and I apologize if you were provided an ETA before your items were even picked up from the broker you hired, however, it is impossible to give any type of accurate  delivery ETA before pickup has even occurred. We are doing our very best to get your items out onto a route as your first available date was 8/16/2022. We will not call to tell you what you want to hear but we are simply providing you with the information that we have which is that we are still working on a route to ship your items. If there is no update to provide you we would not call you for no reason. You are welcome to call or email as often as you would like to check for updates as a route can get assigned at any moment. If we exceed 30 business days from 8/16/2022 we will reimburse or deduct the contracted $15 per day but we are definitely working hard to try and get your household goods to you as quickly as we can. 

  Customer Answer

  Date: 10/12/2022

  
  Complaint: 18179512
  
  I am rejecting this response because:

  We are now 12 days past the 30 days. I understand we are compensated for each day past the 30 days, but at some point it is no longer cost effective for the moving company to deliver our things. How do we ensure our stuff will be delivered before that point? Also, we do not want to be haggling with the driver when they finally do arrive, how do we ensure we have the correct amount to pay the driver?

   

  At this point no one is giving us clear responses to the above questions.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 10/13/2022

  Hello, we are certainly doing our very best to get you delivered as quickly as possible and I can understand your frustrations. It is not cost efficient for us when we are delayed so we are also not happy when there is a delay. If you have questions regarding your remaining balance you can call customer service at ************ or email ****************************** and we can send you a copy of your Bill ** Lading from the time of pickup which is your itemized receipt and shows your remaining balance. Please let me know if you have any further questions or concerns

• Initial Complaint

  Date:08/24/2022

  Type:Order 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.

  Date of Transaction: 8/14/22 I hired Cobra Van Lines (unwittingly) through a local mover who brokered the job out to them. After up-charging me significantly from what I was quoted, I'm still here in my new apartment (we moved from ********, ** to *********, **) and have yet to receive our furniture. Cobra's contract is very good for them (they have 30 days to deliver the furniture before financial penalties begin to kick in) but this is not right. We're living in an empty place, sleeping on a blow up bed and using outdoor chairs to survive until they deliver our furniture. Please help!

  Business Response

  Date: 08/24/2022

  I am sorry to hear you are unhappy with our services. At the time of pickup you had more items and your items took up a larger volume than you were quoted by phone with your moving broker. Your contract is at a rate per cubic foot and you were charged properly based on the space you took up on the truck. Your first available date for delivery is 8/15/2022. We have up to 30 business days from this date to deliver your items. If we fail to do so you will be reimbursed per your contract at a rate of $15 per day after 30 business days from 8/15/2022. ************** vary and on average can take from a few days to a few weeks to get completed. If you have further questions please call customer service at ************

  Customer Answer

  Date: 08/24/2022

  [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,
  
  *******************

• Initial Complaint

  Date:08/05/2022

  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.

  Hired nationwide brokers (which I didnt know they were until a month later) to move my son and daughter-in-law from ******* to ********** my son is in the navy overseas they picked up June 19th after charging way more then was told due to a few more boxes first delivery date was set for July 11th the company came with the wrong items so with many lies I was told come to find out there belongs went from ind to ******** in storage and was told July 31st it would be loaded over the weekend so I waited and called on aug 1st to be told that in faceted it was loaded and would be delivered in 2-5 days another lie so instead of it being delivered it went into storage in ********** and that was aug 4th so today I called and was placed on hold for 2 hours with no one coming back on the phone I reached out to nationwide they called cobra to be told its still in storage and dont know when it will be delivered mean while my daughter-in-law is sleeping on the floor no tv not much to cook with I purchased all brand new pots pans air fryer sofa and end tables towels not to mention my sons Xbox his safe with all his important paperwork my daughter in laws wedding dress all this stuff cant be replaced what can I do?

  Business Response

  Date: 08/09/2022

  We are sorry to hear you felt youve had a negative experience. We are working hard on getting your items delivered as quickly as possible. You have called our office every day as well as your son and he threatened us in our voicemail as well. We are working hard on getting the items delivered and are within the delivery window. Please do not harass our customer service multiples times a day. If you call and we miss it leave a voicemail and we will return your call before the end of the day. Regarding your cubic feet you accepted a phone quote from your moving broker which is highly inaccurate and your contract is at a rate per cubic foot so we did exactly as we are supposed to and charged per cubic foot. Unfortunately because your quote was wrong the amount of cubic feet the items used on the truck was larger than what was quoted over the phone. If you have any further questions regarding your relocation please let us know. Thank you.

  Customer Answer

  Date: 08/09/2022

  
  Complaint: 17676507
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ********************* I am sure if you were sleeping on the floor you would be upset also or the fact I got put on hold for 2 hours all I want is for my son and daughter-in-law stuff to be there not missing or broke items and I feel like every time I speak to customer service I get the run around I just want a definite answer to when it will be delivered?? No one seems to have that answer!!!!!!

  Business Response

  Date: 08/15/2022

  Hello ***************. You have called our customer service phone ********************** and emails every day and we have still been assisting you. Your sons delivery is taking place today. If you have any damages or concerns please let us know and visit www.csipros.org to file a claim if needed. Thank you

• Initial Complaint

  Date:07/27/2022

  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 used Cobravan lines to relocate my stuffs from **** to Virginia. They mishandled my boxes, broke my things even after it was mentioned Fragile. I saw multiple things missing on it.My things were insured as they mentioned. Now when I contact CSI, they say:Analysis: The carrier is not liable for any packing damages to any fragile items unless packed and unpacked by its employees. Since the carrier did not pack or unpack any cartons, the van operator would have no knowledge of the contents of the containers or the condition of the contents. Because no exceptions were noted at delivery, indicating any external damages were made to cartons, there is no evidence that the carrier is responsible for the claimed damages. Therefore, this portion of your claim is respectfully declined.We regret your relocation did not take place without incident and apologize on behalf of your carrier for any inconveniences you may have suffered as a result. However, we trust that our above explanation will enable you to better understand Cobra Van Lines LLC position in this matter. I want to understand is it not the responsibility of the carrier to take care of my items when it is mentioned fragile. They have broken all my valuable items.

  Business Response

  Date: 07/27/2022

  I am very sorry to hear you are unhappy with your insurance coverage. We are not liable for boxes that were packed by owner, as it was not professionally packed by our movers, but rather only for the items that we packed. This is in your contract as well. Please let us know if you have any further questions regarding your relocation by calling customer service at ************.