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:08/21/2023

  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.

  The above mentioned moving company lead us to believe they will be honest to do business with and trust them with our belongings. Little did we know they are total scammer, first they gave us a price and said it will not be higher than that they changed the price 2 weeks before pick up and the day of pick up I asked if there were any other changes we should know about, they said we will let you know, they did once everything was on the truck after I told them I didn't want them to load before having a final number. they loaded the truck and then said it will be more, we started the original quote at $5,000 and ended up the day of pick with a $9,500 bill. that's not all they delivered the items damaged and a few other items missing. complete rip off.

  Business Response

  Date: 08/29/2023

  Hi ********, we regret to hear you are dissatisfied with our services. However, we are not a scammer. At no point did we raise the price without you changing the service. Originally you signed off on our estimate of 903 cubic feet. This was for 35 items, 98 pieces total. Before your move, you added items to the job, increasing the job to 52 items, 119 total pieces. We apologize but we can not do additional work for free. As far as damages, please call our office and we can advise you on insurance claim instructions.

  Customer Answer

  Date: 08/31/2023

  
  Complaint: 20501356
  
  I am rejecting this response because:
  
  you claim is false, I specifically spent over 30 minutes on the phone with ******* going room by room item by item. Second call i was told to send photos of all the items for confirmation which I did send to the supervisor as she called herself. And lastly after the items were loaded in The truck the person in charge said it will be more and if I wanted things off the truck I had to pay for that too. 
  regarding calling. *** tried several times calling the office calling the agent and calling the supervisor I texted them too and no answer. 
  also, I was told I could pay with a card the other two payments and that wasnt true. I was forced to pay cash. That was a big a red flag but my things were already loaded.
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 09/15/2023

  Hi ********, again we regret your experience with us isn't satisfactory, but our claim is not false. The documentation you've signed with us represents an increase in inventory. You did not have to increase your inventory. You could have stuck to your original items you signed off on for the exact price that was quoted. The contract also informs you that credit card is not accepted at pickup and delivery and that certified funds are required. 

• Initial Complaint

  Date:08/18/2023

  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.

  My fiance and I just moved cross country for a military move on July 12th we hired Magellan trucking (aka) ********************************** to move our belongings from **********, *******, to ********, **. At the time of meeting with the company we were very clear that this was a military move and would be requiring weight tickets from the company for the move. We were assured this would be no problem an that the tickets would be provided. Magellan outsourced our move to Blue Diamond Trucking, Our belongings arrived on July 21st or 22nd and upon delivery we paid the remainder of our fees and asked for our weight tickets immediately. The driver who delivered said they didn't have them. We once again were clear that we needed those tickets as that is how the Army reimburses us for this move. We have been in contact with Blue Diamond who was contracted out by Magellen trucking as well as Magellan. I have called every day since delivery with no resolve. Our deadline for reimbursement for the move is in 15 days. I have been in contact with *** the owner of Blue ************************** at Blue Diamond who have both just listened but have not provided what was promised. I have also been in contact with Magellan and working with *** there and last week she told me she might have them last Friday the 10th of August, then all communication with her stopped. This was almost a $4000 dollar move and due to the incompetence and failure to uphold the contract, of the Military and DOT protocol, we will not be able to be reimbursed even though we were ASSURED AND PROMISED we would have the weight tickets provided. I am requesting a full reimbursement for the move due to the breach of contract in failure to provide the requested documents since the beginning of the contract. Sincerely, *********************

  Business Response

  Date: 08/21/2023

  This is *********************************** not Magellan Van Lines. Complaint does not pertain to us.

  Business Response

  Date: 08/29/2023

  Hi ******, we are very sorry to hear about the inconvenience of obtaining your weight tickets. I do have a note in your file from *** on 8/18 stating she spoke to Blue Diamond and they were taking care of the weight tickets. We would gladly give them to you directly, but as the broker we do not have them. *** will follow up with Blue Diamond again to check on the progress of obtaining your weight tickets so you can be reimbursed for the move. 

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged Magellan Van Lines for a cross country move. I was told my deposit would be fully refundable if we didn't decide to use their services. After the initial call the estimate was reasonable so we moved forward. A few days prior to our move, they called again to go over the list of items to move. It ended up doubling the price and additional deposit was needed. After discussing with my husband we determine we could not afford the full move and needed to cancel the whole thing. The cancellation was done on 7/25. The **************** Rep I had been talking to, *****, said she put in the refund request the same day. It has now been over a week (it's 8/3) and after many phone calls and messages to the company I do not have a status update on the request, nor do I have the money back. ***** originally told me it would take 48 hours to process the request. I want the refund processed ASAP.

  Business Response

  Date: 08/15/2023

  Hi ******, as far as your deposit, you were not told it was fully refundable at any point. We do offer courtesy refunds, if approved by management,  for cancelations more than 10 business days before your move. This is reiterated in writing several times in your signed contract with us. We did not double the price for the same job. On 7/21, you signed off on an inventory done with *** for 658 cubic feet. This inventory included 35 different items (67 pieces total). When ***** called you to confirm your inventory just 4 days later, you added a significant amount to the job. Your inventory increased to 57 items (116 pieces total). Again, you signed off on this increased inventory. ***** also informed you that you did not have to increase your inventory. You could have moved the exact items in the original quote for that exact price. Unfortunately we could not double the size of the job for free. When ***** told you she submitted a refund request, that did not mean it was approved. This cancelation came two days before your pickup date. The carrier had your trucks reserved and routes scheduled. This leaves empty trucks and costs incurred. If you haven't moved yet, as a courtesy we're happy to still apply your deposit to the job for you and move the original quoted cubic footage for the original price. 

  Customer Answer

  Date: 08/17/2023

  
  Complaint: 20418621
  
  I am rejecting this response because I was told on the phone by *** a refund could be processed if we did not continue with the move. He never told me of the 10 business days requirement you have now noted. That was outside of our move timeframe, and I would not have accepted that in the first place. I specifically asked the question prior to signing any documents with him. He was not truthful when it came to the refund aspect of the conversation.
  

  I understand that the inventory increased upon my 2nd call with ******, however, the new total value to move all our stuff was outside of the budget we had. Had we had an accurate estimate upon the first call, we would not have proceeded with scheduling anything. We would not have been able to get our products moved or to have them taken off the truck in the end. I relied on ***'s expertise to provide an accurate estimate of the space needed. When ****** called a few days later, her estimate was significantly more than ***'s was.

  After getting off the phone with ****** on 7/25, I discussed with my husband that we would not be able to afford to use the service. I called ****** back less than 5 min later and the 2nd payment had already been taken.
  

  When I last spoke to ****** the first week of August, she told me the refund request was already in place and had not received a decision.  I tried to call multiple times after to get an update on that request and NEVER received a call or an email (tried to contact through the website contact as well). That was more than a week post cancellation and it has now been more than 3 weeks post cancellation. I understand that trucks were scheduled, however I would like to remind you of the short amount of time all of this happened in. The first call with *** was on 7/21 and I cancelled the move on 7/25. That was only 4 days, and the move was to take place on 7/27. In fact, even upon cancellation, I received a phone call from the shipper the next day as they were not told by the provider that we had even cancelled. We did not have 10 business days from the start of the process through the expected move date.
  

  I am still requesting a refund of these funds, as you did not provide a service to us and I was lied to during the first call with ***. Had *** told me no refunds are allowed within 10 business days, I would not have proceeded any further because of the short timeframe we were working on. If you would like to call and discuss a refund amount you are willing to do, I am open to it.  
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/06/2023

  Hi ******, it sounds like there was a miscommunication between yourself and *** regarding the refund policy. However, we do have to refer back to where the policy is notated in your paperwork. 

  We understand you are stating that our estimate was inaccurate. However, it is not possible for us to estimate for items we were not aware of at the time of the initial estimate. When you sign the contract, the signature portion is directly below the itemized inventory you completed with the sales representative. The reason for this placement of the signature link is to give you an opportunity to look over the inventory for and discrepancies before signing. We would have been happy to discuss a partial refund agreement as you have requested, however, you have canceled the charges with the credit card company. We now have to fight the charges with the credit card company so we can not offer a settlement at this time. After we provide the paperwork and win the chargeback, we can discuss a partial refund. Thank you. 

  Customer Answer

  Date: 09/06/2023

  
  Complaint: 20418621
  
  I only disputed the charges with my credit card as I was not able to get a response or communication directly from your business after many weeks of trying. I was trying to get any response possible, same with my complaint via the BBB. I also do not agree with your policy and sales tactics of the miss-information from *** regarding the refund policy. Given our timeframe of the move, he should have been more clear on that topic as it was a specific question I asked and asked it a few different ways. He clearly had worked his way around responding appropriately to just get my business and money. 

  I am required to respond to the BBB comments in 10 business days. It has now been 13 business days since my response back. I am not sure what timeframe you are allowed to respond back to me. 

  I think it would also be helpful if you could provide documentation to me regarding the expenses you had related to my cancellation. I too had additional costs since we had to change moving plans and do everything ourselves. 

  I am rejecting this again as to keep this complaint open until I hear from you regarding the partial refund. I am afraid if I accept the BBB response, you will not respond back to me any other way and will ultimately not provide any refunded amount. 

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

  Business Response

  Date: 09/15/2023

  Hi ******, at this point we do not have any of your money, as you canceled the charge. We can not discuss a partial refund of money that we do not have from you. 

  Customer Answer

  Date: 09/19/2023

  [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. They do not have any of my funds at this time, however, if they do receive payment from the charge again, then more discussion will be needed. This company has questionable sales tactics and horrible customer service. I used the ******************** complaint to be able to get a response from them after all of my other attempts failed. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/21/2023

  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.

  Inaccurate moving estimate , was not even close on total items for a two bedroom home. I asked multiple items to confirm accuracy and was assured by *** and The manager *** the estimate was accurate. But once ***** called to review and schedule my move the price more than doubled! This was a bait and switch ! Refund my deposit to settle this dispute. And stop scamming people.

  Business Response

  Date: 07/14/2023

  Hello, you went over the estimate with multiple employees before booking, as you expressed. You also signed the estimate stating that your items were listed accurately. When ***** called you before move day, you added items to the move. That is the reason for a price adjustment. Unfortunately when we are required to coordinate larger jobs than expected, we have to adjust the price.

• Initial Complaint

  Date:07/05/2023

  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.

  I contacted this company for a cross country move and paid $1150 upon signing. Move was scheduled 6/3/2023x. Driver never showed and despite calling multiple times, I could not get a person on the phone to explain. Move finally occurred on 6/9, one week later. I had to pay my landlord to allow my belongings to remain one week later than planned. Its now been 4 weeks since my belongings were picked up. I have called multiple times per day. No one has called me back or answers the phone. I cannot get in touch with the 3rd party carrier. I have also paid over $2800 when my items were loaded. Magellan has refused to help and escalate this. Manager **** accused me of lying and fabricating my initial complaint. There has been no resolution or attempt to assist in finding my belongings.

  Business Response

  Date: 07/14/2023

  Hi ******, we are indeed in contact with the carrier who picked up your belongings. They have assured us that is will be delivered within the 21 business day guide line in your bill of lading. We have asked them to deliver ASAP and they assured us that it will be arriving soon.

  Customer Answer

  Date: 07/15/2023

  
  Complaint: 20278191
  
  I am rejecting this response because: the items are already past due the 21 day delivery date. The contract is broken. I still have not been able to get in touch with Magellan or the carrier. They have done nothing to help resolve this issue. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/16/2023

  I'm hoping to respond to complaint ******** that remains unresolved. We did confirm with the carrier assigned that her items were delivered, which is why she rejected our response. We also have tried multiple times to reach out to the customer several times to offer guidance on her rights to compensation due to a delay in delivery but she is declining our calls.

  
  

  Customer Answer

  Date: 08/16/2023

  
  Complaint: 20278191
  
  I am rejecting this response because: The response from the business is a total fabrication. I did receive my items only after constant calls to the third party carrier. Magellan offered no help or guidance and Im fact completely stopped answering my calls or returning my messages. In addition, I sent an email which also remains unanswered.

  In response to the claim that Magellan has been trying to contact me since my items were delivered, this is also a complete lie. I have NEVER received one call, email, or mail correspondence from the company to try to find a resolution. 
  

  I find this behavior and these false claims completely outrageous. I remain committed to making sure they never treat another customer this way again.

  I have lost a large sum of money (extended rent, cancelled flights and hotel, lost work) due to their negligence. I would have hoped they would have even made the slightest attempt to make this right.

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