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:06/24/2024

  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.

  Date of transaction 3/37/2024 Deposit paid: ****** Magellan (**********************) scheduled a mover to come pick up my items but the mover did not show up. After trying to arrange something with *** and no timely solution provided, *** said they would be sending me a refund. Three months later and hundreds of calls from me, I have not received a refund nor has anyone contacted me back after months of me trying to reach ***.

  Business Response

  Date: 07/03/2024

  We are sorry for the issues that came up when pick up came around. The pick up dates on the quote are estimates but we do our best to hit those and in most cases we do.  From the notes and records we have, a delay came up and we were doing our best to reschedule the pick up with you.  *** mentioned that once the redispatched you were not will to accept the pick up.  We are still more than happy to get this sorted with you. 

  Customer Answer

  Date: 07/11/2024

  
  Complaint: 21892033
  
  I am rejecting this response because: after the first scheduled delivery driver did not show up, *** could not find a new driver to pick up my items within the time limit I was quoted. The pickup date offered was going to be another week from the original pickup date. She said then on the phone that a refund would be sent because they were not able to get a new delivery driver to me within the required time frame set by Magellan.  I am willing to resolve this complaint upon receiving a refund of the deposit I made. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/31/2024

  As stated in you contract, that was signed and agreed too, the pick up windows are estimates and not guaranteed. We do everything in our power to make it happen but delays do happen.  The carrier assigned had an issue arise and we offer to have it redispatched but the customer was not interested.  Our service was completed when the original carrier was i contact with the customer.  we are still happy to complete an interstate move in the next 12 months, as contracted. 

• Initial Complaint

  Date:05/26/2024

  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.

  ************************************ a Moving conpany, who has been since last February 2023, continuously not returning of call/emails for updates and now a 2 day no show for pick up of moving from ******** to *********. We made a deposit and paid insurance for NO Services rendered as contracted. I want my money back immediately.

  Business Response

  Date: 06/10/2024

  We are sorry there was an issue with pick up.  After looking into what the problem was, the carrier updated us that they attempted to reach you regarding pick up but where not successful.  We are happy to reschedule the pick up due to the delays but beginning that this move was originally schedule for last year a refund is not available.  We are not past the original 12 month **** for pick up but being that there was an issue that arose, we can look into setting up another pick up date in the very near future to get things back on track.

• Initial Complaint

  Date:05/23/2024

  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 hired Magellan movers to move my belongings to ******* from ******* on May 2. Arrival date was suppose to be May 5. They contracted it out to Blue Diamond movers and I still dont have my belongings. *** at Magellan states she has nothing to do with it since they contracted it out although I paid them $856 deposit to confirm my shipping date. I cannot get any answer from blue diamond movers and have also filed a complaint against them. Today is day 21 and they I ***** stated that would be as long as it would take.

  Business Response

  Date: 06/10/2024

  We are sorry to hear about the delays with the drop off.  As far as our contract goes, *** is correct on the end of it is out of our hands.  With that **** said, we are still doing what we can to get an update from the carrier about your drop off.  It should not be taking this long and we will make sure to get this sorted out asap!

• Initial Complaint

  Date:05/22/2024

  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.

  I hired Magellan Van Lines to move my things from **** to ******************************* at ********** quoted me $1758.Mover German charged me $2,400.Today May 22, 2024 Unlimited **************** has my items in ********. He told me it will cost another $1,812 to move them to *******! At this point I want a full refund , and I want different movers to come here and get EVERYTHING else that needs to be moved. I want it ALL moved back to ******* for free at this point. Ive been so stressed out! PLEASE HELP ME!!! PLEASE HELP ME TO GET ALL MY THINGS BACK TO ******* FOR THE ORIGINAL QUOTE OF $1,758, or FREE at this point for all the stress and trouble its caused. I removed my fencing over here that was keeping my pets in the yard so now I have to walk all 3 dogs multiple times a day. They also forgot to get the fencing I requested they get. My number is **********.

  Business Response

  Date: 06/03/2024

  We are sorry you had some issues with your move.  We called you a few days prior to pick up to get an updated inventory list of what items you would be moving.  At this time the volume increase and the cost follows.  We try to be as accurate as possible on in initial call made but things and items can change once the move comes up.  At this time, you are able to add on the additional space, or you can keep the quote exactly the same as originally quoted.  You did not want to pay the additional cost but wanted al the items brought, which we can not do for free.  We understand you are in a hard position but deciding to put the move on hold with such little time before pick up put us in a spot as well, which is why the deposit is not refundable at this time.  You have not been scammed, we are still happy to provide the move at a later date and hold the deposit paid to get that started when the time comes.  

• Initial Complaint

  Date:03/22/2024

  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 worked with ******************************* in December. He was very helpful then as he was making a sale. The plan was to move from ****** to *********. At the time, I was in remission for my cancer. I asked him blatantly before I paid or signed anything if a refund was possible in case my cancer came back and I could not move. He said yes, it would not be a problem to get a refund. Well, fast forward a to February and I had to cancel due to my health. I have called ******* multiple times, he either ignores my calls or hangs up on me mid conversation. I have talked to *** in customer service several times and she has been very helpful and is trying to do as much as she can. Thank goodness that awful company has her. I am currently going through treatment while trying to get my deserved refund that was promised to me. I have never known a company that disregards cancer patients. Good job!

  Business Response

  Date: 04/01/2024

  We are sorry your cancer came and hope that everything with treatment goes great and you start to get better asap.  Stating that we are disregarding a cancer patient, is not a fair judgement and is just being said to guilt us.  We are not disregarding what you are going through but when you signed up with us, the contract signed, stated our refund policies and the cancellation process.  We will resubmit the request to our team but at this time, there is no refund available.  We hope your cancer goes back into remission soon and at that point if you decide to move again we are happy to use the paid deposit to get you where you want to be!

  Customer Answer

  Date: 04/01/2024

  
  Complaint: 21471253
  
  I am rejecting this response because: ******************************* promised that I would get a refund. I have spoken with *** in customer service several times. She has stated that the phone call can be pulled, yet no one has done so. During the call, I even asked ******* if I could have the promised refund in writing and he told me not to worry because it would not be a problem. He seemed really sincere at the time, but now I see that was just a way to make a sale. The only reason I went with Magellan is because ******* promised the refund if I could not move due to my health. If ******* was honest and told me a refund was not possible, I would have never went with Magellan. 

  Regards,
  *********************

  Business Response

  Date: 04/16/2024

  The contract that was sent over at booking, reviewed and signed states our refund policy multiply times.  We are sorry for what you are going through and hope for a speedy recovery, but at this time there is no refund available. 

• Initial Complaint

  Date:03/08/2024

  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.

  Hired them to relocate my belongings from ******** to *** ****** which I thought was a 1 way move. Megellan Van Lines LLC West Berlin, NJ. Travis took down the details. I was SPECIFIC in saying pickup from ********, drop off in NJ. Never once did he mention a fee of $1,050.00 for direct dropoff. He gave me a price of $1787 with $686 down, another payment at pickup and the last $553 due 30 days after delivery. Found out a few days after the $686 deposit and actual pick up they're a broker who gave the job to Federal Moving and Storage based out of Texas. (#************). I was given dates for delivery by Megan @ Federal, paid a blank invoice on 3/1/24 for $2355.15 and was told furniture would be delivered she would call back. I've called everyday and no answer, voicemail is full. Emailed both companies no response to date. My whole life was on that truck. SS card, my checkbooks, birth certificate

  Business Response

  Date: 03/20/2024

  We are sorry to hear there have been delays with the move.  When it comes to any interstate move, there are guidelines that come into play for driving and delivery.  Although you were not going far, it is still crossing states lines.  If a direct drop-off is requested, the carrier assigned has a rate for that.  We do not calculate those fees and to dedicate a truck going any distance has a cost. We are sorry if that was not conveyed when signing.  Once the crew assigned picks up the move, they are the best point for updates, although we are happy to assist and get those for you, it can just take more time to get an answering being that we have to get the update from then and pass it along.  Regardless of all this, your move should not have taken this long and we will see what updates we can find and get it sorted asap, if it has not already been completed.

  Customer Answer

  Date: 03/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been trying to reach the carrier who picked up the furniture. After they received the $2355.15 they turned their phone off. I have been in contact with Sam B***** (Magellan) on a weekly basis and I’m given a 2-3 day response from the delivery driver that never happens, a phone call or delivery. It is going on a month now and my belongings are in storage somewhere which only Magellan knows. My life has been on hold for almost a month. When asked questions to Sam via email none of my questions are answered. This was a bait maneuver by Magellan who failed to disclose at the very beginning that a direct trip would be more $. I would have paid that but that option was not presented to me nor was it disclosed that my pickup would be placed in storage and held for ransom until God only knows when. Even their Bill of lading is contradictory. This is no way to do business. I offered to have another mover pick up my belongings from the storage only to be asked by Magellan “Who told you they were in storage”? Where are my belongings then? Somewhere parked in the desert is a u-haul? This is deception with a bait and trap maneuver and I would just like to have my delivery which I paid for. Now I understand why they wouldn’t take my deep freezer when every other mover would. Magellan & Federal Movers had no intention on delivering it on Feb 28, 2024 and knew it would go in storage. Every email to Sam B***** has given me 2-3 days for a call? Or delivery? I don’t know….. there are NO CLEAR answers, just more deception. I would like to be given A DATE when my furniture, and all of it, will be delivered and without paying ANYMORE money.

   

  
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/02/2024

  After speaking with the carrier assigned, it is documented that the move has been completed and the crew was forced to unload the move and no final payment was made.  Contracts were signed, and although it was not completed in the timeline you hoped, the services were still rendered within DOT regulations. A late delivery, that was not on your expected timeline, is not a reason for not withholding payment for a service you received. 

  Customer Answer

  Date: 04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes I did block the driver in and called the police after HE (no crew) said his boss was demanding another $2k dollars which I didn’t have. In my emails to Magellan (who uses these crooks) those questions were not answered so the $2355.15 payment made on 3/1/24 was for the delivery, per Megan @FM&S who said on the phone after the invoice was paid delivery would take place. We (driver, brother & sis in law) had to offload the truck ourselves. I showed the ****** ***** Police Officers all my paperwork and payments, they said I’d been scammed, and told the driver to offload the truck. My bedroom set (headboard and footboard are damaged because the brackets to connect them were missing. My nightstand, the top looks like they turned it upside down and dragged it thus ruining the wood. My deep freezer the plugged was not wrapped or taped so the plug is bent and cannot be plugged in. The living room cabinet the back to it is warped and puckered, bottom leg is broken so it leans now. So now I wonder how many others have been scammed by Magellan who, per Sam B*****, uses Federal Movers all the time. I only signed 1 bill of lading with Magellan . This clearly is a bait and trap operation between Magellan and Federal Movers & Storage who when the address is looked up is an apartment building in Texas. I am not a rich person and this was only a move from ******** to *** ****** which is 183 miles one way. Should not have cost $5k which is why Magellan doesn’t tell the consumer up front what the fee will be nor do they tell you that your belongings will be going into storage for 30 days.  Fear, intimidation, lack of transparency I don’t understand how they are still in business. When you think the nightmare is over, it isn’t because they destroyed my furniture. Shame on you!
  Yes I finally received my delivery of destroyed property. Yes it has been a very hard lesson learned at my age. The emotional trauma inflicted by Magellan is just unbearable to put people thru. I’m sure Sam B***** and her goon squad sleep well at night. They are well rehearsed in ignoring your questions and stringing you along. I read reviews and feel bad for the others.

  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/02/2024

  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.

  They lost a box that had a 50 year old large antique family lamp pendant ...it's valued at $800.My move was mid September. Move number *******.I have called, texted every other week since Oct .They do not answer the phone other than occasionally by an answering service that knows me now ....and they have told me they have given them the messages, they just won't call me back.Initially they told ME to track it down through ***** at ************ who was to look in the warehouse for it, he will not return my calls or messages either.I paid for insurance and they won't even return my calls to file a claim.Don't know what else to do .I want my lamp as first remedy. If they cannot find it, I want the $800 replacement value

  Business Response

  Date: 02/12/2024

  We are sorry that you have not received your lamp along with the rest of the delivery.  With the move, any claims for lost, or damaged items is to be taken up with crew assigned, which was why we mentioned to reach out to Angel.  I can see that we also messaged over to have them locate and update you with the findings.  That was the last we have heard of this issue at hand so we thought it was sorted out and solved.  Please reach out to the carrier assigned, and we will also reach out to see what we can do on our end to help get this all sorted out.  

  Customer Answer

  Date: 02/12/2024

  
  Complaint: 21237813
  
  I am rejecting this response because: 

  I have texted and called ***** many times.  He said he would look for it and never provided the answer.  I contacted him again and he said he would look for it.  Then no answer again and I texted and called him many times and he ignored my messages over many weeks
  

  Then I reached out to the corporate office many times for weeks, who never would call me back tell after leaving messages with answering service or simply their machine or their mailbox always full

  i have attempted to contact this company 30+ times

  All their reviews over the last 6 months have customers saying the same thingnot just me

  Regards,
  
  *********************

  Business Response

  Date: 02/21/2024

  We are sorry you have not been able to reach the crew assigned.  Like mentioned in our last response, we have reached out and are working on getting this sorted for you.  If we were able to open the claims process we would but that is not something we are able to do.  We will reach out to ***** again and do what we can to have someone reach you in a timely matter to get to the bottom of this.  We are sorry for the inconveniences caused.

  Customer Answer

  Date: 02/21/2024

  
  Complaint: 21237813
  
  I am rejecting this response because:
  
  It has been nearly 6 months since my move.  The odds of you not finding my box and dragging this on indefinitely is the reality of the situation 
  

  I paid for the insurance to protect my shipment and never was allowed to file a claim.  That money that would have been on the claim for $800 must now come out of Magellans pocket since your company never answered repeated calls to resolve the issue while the claim was still an option.  
  

  I want the reimbursement now and if you ever find my box, I will return it when I get my lamp
  
  Regards,
  
  *********************

  Business Response

  Date: 03/01/2024

  As stated in the past responses, the claim for reimbursement does not go through us. The bill of Lading, signed before and at pick up, is with the carrier who is in charge of any damages or lost items.  We are not dragging anything out, and would love to have an update that your lamp is on the way, but we were not there at pick up or delivery.  If the claim were to be filed through us, it would have been complete, but that is not the case.  We have been in contact with you and the carrier to do what we can to get this sorted and either have the lamp delivered(preferred option for everyone) or a reimbursement for the lost item and issues that arose.  We are sorry things have went this way but again, this claim is not made through us and we cannot file it for you.  We have reached out to the carrier and want this sorted and finally come to an end for you. 
  

• Initial Complaint

  Date:01/31/2024

  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.

  My peloton treadmill is missing wires, has broken pieces, damaged and doesnt work. My workout bench is broken into two pieces. My Peloton bike has damage. My 75 inch TV doesnt work.

  Business Response

  Date: 02/06/2024

  We are sorry to hear that damages have come up during the move.  We do our best to make sure all items are taken care of accordingly, in order to stay safe during transit. Any claims must be taken up with the carrier assigned.  We will reach out to them in the meantime to get this sorted with you. Again we are very sorry to see the damages caused and hope to sort this out as soon as possible

  .

  Customer Answer

  Date: 02/06/2024

  [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. I would also like compensation for the coast of the move. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 02/07/2024

  
  Complaint: 21228639
  
  I am rejecting this response because:I responded back to them but it seems like they are not taking responsibility but reaching out to the drivers which is concerning because unlike when I scheduled this I wasnt notified that theres several different parties involved. When my property was delivered to me I was then told that they werent the ones that picked up my property. I dont even know how many people it went through to get to me. All of the contacts I have no longer respond. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/15/2024

  We are sorry you feel this way, it is not our goal.  *** has been in contact with you and the crew to get to the bottom of this and get it sorted out on all end.  Being that it was not us that pick up your belongings there is not much we can do beside be there to help you get in contact with the crew assigned so they can start the claims process with you.  It is not that we are not taking responsibility but there is only so much we can do at this point, and we are doing what we can to help. We also have record of *** contacting you on multiple occasions with more information to try an help. 

  Customer Answer

  Date: 02/15/2024

  
  Complaint: 21228639
  
  I am rejecting this response because: I thought I was hiring you Magellan to pick up my bbelongings, no one ever told me that you are a broker not the actual mover otherwise I wouldve found someone else. I was also never told that my belongings would be handled by multiple people. The people that dropped off my belongings told me that they weee not the ones who picked them up. Yes *** has contacted me but these people dont answer the phone or respond to text messages or emails. Im using all the information that *** has given but these people are ghosts. You go to the website and the phone number there is disconnected. You are the broker and allowed this to happen therefore you are responsible. I really hope that you do not do this to others. Ive been through enough and this entire move hasnt made it any better. Now receiving my belongings like this and no one can help me because you have no contacts for these people either thats completely unacceptable. 

  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/23/2024

  We do take responsibility for connecting the crew with you, but the damages are not in our control or our fault.  Our services are explained multiple times in the quote that was sent over and signed, so we are sorry if it was not relayed that we would be having a partner help service the move.  With any interstate mover you contact, the same service will be given, logistically it makes more sense to partner with other companies to help service move.  Our goal is not to have the crew damage the items but things do happen.  We also were not at pick up, and you were not either, so the state of the items prior to pick up is not know at this time.  We are not saying they were broken before but it is a possibility, especially being the only provided items were expensive items.  You have mention not seeing your things for months and another person was there for pick up, so it is possible the damages were done prior to the move. We will again, reach out to the crew to see what can be done to sort out the damages and find out the state of the items on pick up day.  Our goal is to connect the customer with a top rated mover, and we will be looking into the crew assigned to assure this does not happen again. 

  Customer Answer

  Date: 02/23/2024

  
  Complaint: 21228639
  
  I am rejecting this response because: It was not explained that other people would be picking up my belongings nor did it say multiple people would in fact be used during this move. Regardless what the contract states what I was told by **** and your contract are two completely different things. I was told that they can take apart a Peloton treadmill and put it back together, which they did not. That was the entire reason I hired you for this move. I was there as I said in my previous message multiple times and your crew never called or showed up. This was the only way I could do it this time which was explained to your staff. I have pictures of the way my property was left. My ex has pictures of the way it was before they arrived so Im told. That contract also states you would be taking more than you did, I even paid extra for more room as previously discussed that wasnt needed because no one showed therefore I rented a car and drove everything I could back. I called and explained this to your staff, I was told that I would be compensated at the end, which I also was not. This entire situation has been a disaster. You shouldnt treat people this way or their belongings. The papers that I did not sign when they arrived and I have copies does not show damages to anything or state that anything was damaged. 

  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/06/2023

  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 are requesting a refund in the amount of $4972.94. This is the difference from the final *********************** of $12921.31 with **** cubic feet charged which only **** cubic feet were used, net of damage. Magellan has not responded to multiple phone calls, with a few where we also left voice mail.On day of move, 9/19/2023 - carrier ran out of moving blankets and other supplies and was unable to properly stack and package items for movement including not vertically stacking properly. After carrier left, carrier contact said the charge is now for **** cubic feet and increased bill to $12921.31. He stated the existing **Haul truck was **** and the 2nd Penske truck used 450. We challenged him on the **Haul being **** - as no source indicated that, lacked blankets for properly stacking. Trucks arrived 18 days late - only a 26 foot Penske truck - (**** feet) arrived. On truck - driver stored personal items (a washer, dryer, chair and other items) - about 100 cubic feet. We received delivery of **** cubic feet. A wall was damaged by movers. ******* lost parts to furniture that was disassembled. A piece of furniture was also damaged.Damages - Wall $350 to fix, Furniture/repair - $150, Washer drawer replacement $50, Replacement of hardware - $25, Time/labor to re-assembly items - $250 = total of $825. Expenses incurred for not having items (delay for 18 days) - additional travel, eating out more (not having kitchen/household items, etc) = $40/day = $720. Total $1545 Take the original quote of $7948.37, and add the difference of **** cubic feet delivered from **** cubic feet in quote make = 242 more cubic feet. That 242 x $4/cubic foot = $968 as additional charge. Our damages more than offset that $968 at $1545. We can compromise on damage should only have to pay original amount of $7948.37.

  Business Response

  Date: 11/15/2023

  Hi ****, We are sorry to hear about the dissatisfaction regarding your move.  Our quote that was sent to the carrier was for ***** cubic feet which was agreed and signed off on all ends.  At pick up, the carrier decided the original space was not enough, increasing to the ***** because more space was needed to complete the move which has to be approved by you.  They could have taken the orginally quoted amount but they will not move more space for no additional cost. As for the damages, being that they completed the move, any claims for will have to be taken up with them and any reimbursement would be through them.  There is nothing we can do regarding a refund due to the the move being complete and us holding up our end of the contract by coordinating the pick up.

  Customer Answer

  Date: 11/15/2023

  
  Complaint: 20832725
  
  There was not coordination of delivery,  you all did not accept or return any calls at delivery.  
  
  I am rejecting this response because only **** cubic feet delivered.  
  

  1800 was high estimate which promised refund if less used.  2200 carrier number was improperly overinflated.  Actual, verified on delivery was ****.  
  

  there should be no dispute of **** yet charged 2200.

  I am due a refund.
  

  
  Regards,
  
  *********************

  Business Response

  Date: 11/27/2023

  We are sorry to hear the about your experience during the move, we spoke with the carrier on your behalf to see why there was an increase with the space.  From their professional experience, they came to the conclusion that ***** cubic feet of space was needed to complete the move. This was stated on the bill of lading at pick up, which was then signed off and agreed too.  Based on the information we have, if you feel there is a discrepancy on the volume and what was needed, you can reach the carrier at **************.

  Customer Answer

  Date: 11/27/2023

  
  Complaint: 20832725
  
  I am rejecting this response because: as a statement of fact **** cubic feet delivered.  Magellan and carrier charged for ****.  I am due a refund.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 12/05/2023

  We understand your frustration and that you feel you are owed a refund, but Magellan Van Lines never charged for ***** cubic feet.  The first quote signed on 08/31/2023 was for ***** cubic feet, based on the information provided.  On a quality assurance call, made on 09/18/2023, another quote was signed for and all parties agreed to ***** cubic feet due to updated information.  Any adjustment after this are made at pick up by the carrier assigned. At pick up the carrier determined ***** cubic feet was needed to complete the pick up.  These adjustments were agreed to and signed off on at pick on the bill of lading by the carrier and customer.  As stated in a prior response, the discrepancy with the pick-up and drop-off cubic footage must be taken up with Federal Moving and Storage, the carrier, who can be reach at ************.  We will reach out to them on our end as well, but based on our records and conversations with all parties, no refund is due at this time.

• Initial Complaint

  Date:09/23/2023

  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.

  Was quoted $2200 and after they loaded our belongings they increased the price to $6200. They held our pictures, valuables ******. The brought a local homeless felon to our house to help unload our stuff.

  Business Response

  Date: 10/09/2023

  Hi ****, the carrier we assigned claims that they alerted you of the price increase prior to loading as they are required. They also did not hold your items "******". They just requested to be paid before unloading, which is their right by DOT guidelines. They also deny bringing a "local homeless felon" to your house to help unload. We are however looking into the situation with the carrier to see if they acted out of DOT guidelines on any front. Thank you for bringing your concerns to our attention.