Complaints

This profile includes complaints for Lile Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lile Moving & Storage

  8060 SW Pfaffle St Ste 200 Tigard, OR 97223-8489

  
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  Lile Moving & Storage

  19460 SW 118th Ave Tualatin, OR 97062

  
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  Lile Moving & Storage

  2061 Lars Way Medford, OR 97501

  
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  Lile Moving & Storage

  10610 32nd Ave S Lakewood, WA 98499

  
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  Lile Moving & Storage

  1957 Claxter Rd NE Salem, OR 97301

  

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:03/19/2025

  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.

  What was supposed to be an exciting new chapter in my life has been marred by what I can only describe as careless disregard for my personal belongings, an appalling lack of customer service and consumer fraud.I spent over $20,000 for a service I expected to be professional, secure, and respectful of my possessions. Instead, I was left with broken furniture, damaged electronics, and items that were mishandled during the move. It's beyond frustrating to see years of memories and valuable items reduced to nothing more than a pile of shattered goods.I was lied to by Lile Relocation Services the sales **** the coordinator and the management. Their insurance company, North American Van Lines, has only offered me a few thousand dollars in compensation, which is nowhere near enough to cover the damage or loss I've experienced. The sheer negligence displayed is staggering, and the lack of adequate response from the company has only added to the insult.

  Business Response

  Date: 04/10/2025

  We are writing in response to the complaint filed by our customer, Ms. ******* regarding her ********************** experience with North American Van Lines. We deeply regret that Ms. ******* move did not meet her expectations or our standards of service. Our team has thoroughly investigated her concerns and made every effort to address them fairly and in accordance with our policies and industry regulations. Below, we have included the detailed response from our claims department, which outlines the steps taken to resolve the matter.
  
  -----------------------------------------------------
  
  Good afternoon, Ms. *******
  
  Your letter of March 1st has been forwarded to my attention for further review and response. We regret that the relocation of your household goods did not take place without incident and apologize for any inconvenience to you as a result.
  
  I will respond to each item outlined in your March 1st letter as follows:
  
  1. Accurate replacement fees for claimed items $1000.00  we have offered settlement based on original costs, amounts claimed or internet research for like/kind/quality. Settlement checks in the amount totaling $4,398.42 have been sent to you, along with repairs completed to your platform bed, night table and framed picture.
  
  2. Cost to dispose of items $1000.00  As explained in Ms. ***** initial settlement breakdown, if an article is lost, destroyed or damaged while in the movers custody, your more will,, at its option 1. Repair the item, pay you for the cost of such repairs 2. Replace the item of like kind and quality or pay you for the cost of replacement if an item is deemed non-repairable. The valuation purchased does not include disposal of claimed items.
  
  3. Sales tax and shipping fees for items damaged $1000.00 The carrier cannot assume responsibility for any tax and/or shipping charges, unless the item is repurchased, and a receipt is submitted showing total costs with documentation that tax and/or shipping charges were paid above the cash out amount.
  
  4. Sales tax and shipping for replacement items $1000.00 - The carrier cannot assume responsibility for any tax and/or shipping charges, unless the item is repurchased, and a receipt is submitted showing total costs with documentation that tax and/or shipping charges were paid above the cash out amount.   
  
  5. Cost to repair damaged floors $1000.00 - Because a residence is at constant risk from damage just from day-to-day living, residence damages must be listed on the paperwork at the time of delivery or reported within 24 hours of the delivery. We do not have access to the home after we leave, and without timely notification, it cannot be determined when the damages occurred.  Therefore, I must maintain our denial for the claimed residence damage.
  
  6. Fee to replace couch $10,000.00  Until cleaning is attempted and it is determined that the stain will become clean, we will not consider any additional liability over the cleaning allowance offered. Should full value be paid on the sofa if the stain is not removed, **** will have salvage rights and may assume ownership if the item is replaced, or the replacement cost is paid.
  
  7. Amount charged for removing/installing tv that was damaged $695.00  In the review of your Estimate of Services and Charges I do find a charge for removing/installing the television in the amount of $695.00. It is my understanding that the television was removed at origin but due to the damage that occurred during your relocation, the installation was not handled. By copy of this email, I am including your booking agent, Lile North American to investigate the refund of that service portion that was not performed.
  
  8. Cost for the weight of the items shipped and damaged $5,000.00 - Because the moving industry is so closely regulated by the federal government, we have certain regulations that we are required to follow. One of those regulations is to collect the total charges for each move based on the tariff rates that are published and available online. This means that we cannot reduce the charges in any way or offer any type of refund of those charges. Repair estimates and replacement costs have been offered for items damaged in your relocation. We have advised that tax and shipping will also be reimbursed for items that are non-repairable and replaced once a paid receipt is submitted.
  
  Ms. ******* this concludes my investigation of your damaged cargo and the closing of this dispute. I am sorry that I cannot provide a more positive response but hope I have explained our position.  
  

• Initial Complaint

  Date:01/17/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against Lile Moving & Storage / North American Van Lines regarding my move from ********** to ********. The experience was unacceptable due to unprofessional conduct, substandard service, misrepresentation of charges, and an inaccurate weight estimate.Key Issues:1.Unprofessional Behavior:Staff were extremely rude and disrespectful.A staff member used my private bathroom without permission, acted inappropriately by exposing himself, and left it clogged, requiring me to clean it.When I addressed the behavior, the driver verbally assaulted my wife, saying, You need to tell your wife to stop running her mouth. This verbal abuse caused significant distress.2.Substandard Service:The team arrived three hours late, starting at 11 a.m. instead of the agreed 8 a.m., causing delays.They lacked tools, packing materials, and boxes, forcing me to provide my own tools and assist in the process.Packaging was poorly executed, risking damage to my belongings during transit.3.Failure to Follow Procedures:Inventory and labeling, standard practices in the moving industry, were ignored during pickup and hastily completed at delivery.4.Misrepresentation of Costs and Weight Estimate:I was assured that the price would remain fixed as long as the inventory did not change. Despite no changes, the final charge was significantly higher due to a revised weight estimate that turned out to be inaccurate.This bait-and-switch tactic is misleading and violates the trust customers place in the company.Desired Resolution:I am requesting compensation of 50% of the total charges due to the verbal assault, unprofessional conduct, misrepresentation of costs, and service failures. I also ask for acknowledgment of staff misconduct and assurances that corrective actions will be taken.I trust the Better Business Bureau to investigate and facilitate a resolution.

  Business Response

  Date: 01/30/2025

  Below is the response that Lile posted to ****** after receiving a 1-star review from Mr. ********************* really isnt a lot to add to it except that Lile was more than clear that it was a non-binding UAS (Unified Agent Standard) estimate.  Mr. ********* has attached his signed copy of the inventory that supports the non-binding estimate. 
  It is important to note that the original estimate contained 49 items for moving (see attached).  On the load day,the inventory showed nearly 100 items.  I attempted to attach the inventory sheets, but the attachment is 27MB and this interface won't allow that.  Clearly more was added to the move following the estimate which would naturally increase the price.
  
  _____________________________________
  
  Thank you for your feedback, Mr. *********. We take all customer comments seriously and would like to address the concerns you've raised:
  
  Unprofessional Behavior: We have strict standards for our employees' conduct. The allegations of rudeness, verbal assault, and inappropriate behavior are not consistent with our team's training or observed behavior. We will review this internally, but we must note that these are extremely serious accusations that we do not believe reflect the reality of our crew's professionalism.
  
  Substandard Packaging and Preparation: Our records show that the crew arrived within our communicated window for downtown ******* moves, which can be between 8 AM and 11 AM due to traffic conditions. Regarding packing materials, we've checked our inventory logs, and all necessary materials were dispatched with the crew. We're sorry if there was a misunderstanding or shortfall, but we stand by our preparation standards.
  
  Failure to Follow Standard Procedures: Our inventory process involves documenting items at both pickup and delivery. While we aim for perfection, we acknowledge that there can be discrepancies, but these are addressed through our customer service process, not neglected.
  
  Misleading Pricing: The estimate provided was a non-binding UAS (Unified Agent Standard) estimate, which was explained during our initial consultation. This means the final cost can vary based on the actual weight and volume of items moved, which was detailed in our communications.
  
  Lack of Accountability: We strive to address all customer concerns promptly. Our records show attempts to engage with you to resolve any issues, but we regret if you felt these were inadequate.
  
  We invite any customers with concerns to contact us directly to discuss their experiences, as we believe in transparency and accountability.However, we also need to ensure that our reputation is not misrepresented by inaccurate claims.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22827691
  
  I am rejecting this response because the company fails to take ownership and responsibility. I do not want further interaction with this company and expect my comments to be posted on the platform. This situation has caused significant distress and frustration, and I will pursue a resolution through other channels, including discussing my rights with an attorney, especially due to the verbal assault on my wife.
  
  

• Initial Complaint

  Date:03/13/2024

  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.

  **** Moving company was contracted to move ************************* employees belongings to ****** for work, Back in October 2021. When I arrived in ******, and our belongings had arrived I had, and other employees had stuff missing, likely stolen if there were multiple employees missing items they had shipped. I moved back from ****** on February 29th 2024, I received my items that I had Items missing again. My prescribed Medication, and my green suitcase was PACKED full of clothes and half of it was gone. I reached out to *************************, branch manager and told him the situation. He said customs probably took it. He said he was going to look into it. And haven't heard from him since. I did reach out to him a few days later, no response. On top of that, the movers employeed by **** in ****** we're very rude. When they were finished packing up everything, He literally stuck his hand out and said "where's my tip?" I was in shock. I did give him a little bit of shekels. Just my instant reaction. Like 200 shekels, which is equivalent to 55 dollars. But that's irrelevant. Or maybe it was, maybe he didn't like that small tip. Of course I cant prove it was them. BUT having my, and others, items missing to ****** and from ******, 99% positive it's was the movers. I just expected **** to solve this situation professionally. I would like a **** to compensate for at least my prescribed medication cost. Which was 300 dollars. I don't have a receipt nor do I have that doctor anymore as it was back in 2021. And they don't keep records for more than a year after leaving as patient.

  Business Response

  Date: 03/26/2024

  Dear ****************,
  Thank you for contacting **** Moving and Storage about the missing items from your recent move to ******. We take all allegations of theft seriously and apologize for the frustration and inconvenience this situation has caused you.
  
  We understand your concern regarding your missing medication and green suitcase. However, based on the information provided, we cannot confirm that our employees were involved in any wrongdoing.
  Here are some points to consider:
  
  Packing Medications:
  Unfortunately, packing prescription medications in checked luggage often violates customs regulations. Most countries, including ******,require medications to be carried on board with a doctor's note and original prescription label. Packing them in checked luggage could lead to confiscation by customs officials, a circumstance over which a mover will not have any knowledge or control.
  
  Record Retention:
  While some doctor's offices *** have their own policies, the ***** Privacy Rule requires covered healthcare providers to maintain medical records for at least six years after the last date of service Link to ***** Privacy Rule: *************************************************************
  How to Request Your Medical Records.  We recommend you contact your former doctor to confirm their specific policy.
  
  ******* Customs Inquiry:
  We understand your concern about the missing items. While **** Moving and Storage cannot assume responsibility for the actions of customs officials in any country, we recommend direct contact by you with ******* customs to inquire about any items that *** have been confiscated during your move. This *** help clarify the whereabouts of your missing items.
  
  **** Policy Regarding Tips:
  We have a strict policy against our crews accepting tips. We apologize for any inconvenience this *** have caused, and apologize for any discomfort or inconvenience you experienced.  We would be happy to refund the $55 tip you felt compelled to give the delivery crew in ******. Please let us know if you'd like us to process a refund.

  
  We appreciate your understanding and hope this information proves helpful. Please do not hesitate to contact us if you have any further questions.
  
  Sincerely,
  The **** Moving and Storage Team

  
  

• Initial Complaint

  Date:04/20/2023

  Type:Billing 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.

  **** is a deceptive company that will deliberately underestimate a job to secure the contract, but will inflate the price once your items are in their possession. They quoted us a set weight for a move, which incidentally included only a limited amount of furniture. However, once it was packed and weighed, it was almost 60% more than their quote. There were no additional items added, in fact certain items were removed from the shipping. By their estimates of the overages in weight, it would have been an additional 250 boxes! I don't think we even had 250 boxes total.Understandable, give or take 10% difference in an estimate to actual weight happens, but this is clearly a ploy to lowball an estimate and then attempt to hold household possessions as hostage.They will, predictably, use the excuse that "there was more that you didn't tell us". And that is obviously something that cannot be proven, but please consider their low rating here on BBB, and seriously consider if this is a reputable company that is honest with their business practices.

  Business Response

  Date: 04/21/2023

  We apologize for any inconvenience caused by the discrepancy in the weight of your shipment. We appreciate your feedback and would like to address your concerns.
  
  Upon review of the paperwork and speaking with our team, we have learned that the shipment was picked up locally and is being loaded on the over the road van. Our driver is conducting a reweigh to determine the actual weight of the shipment. At this time, it appears that there was no disparity due to missing items on the survey completed by our experienced surveyor.
  
  We understand that you were given the option of making alternate arrangements to pick up your shipment from our dock but declined. As a gesture of goodwill, we reduced charges by the amount of our booking commission, but we understand that this did not satisfy your expectations.
  
  We offered an additional reduction which was half of the difference between the original estimate and the actual weight. We are awaiting the reweigh weight to determine any next steps. As soon as we have more information, we will be in touch with you to discuss.
  
  In the meantime, we want to acknowledge the problem and assure you that we are committed to resolving this issue to your satisfaction. We appreciate your business and your feedback, and we will continue to work towards a positive outcome.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19961294
  
  I am rejecting this response because:

  In regards to "We offered an additional reduction which was half of the difference between the original estimate and the actual weight", this has not happened. We were offered a reduction by the estimators commission (which I sincerely hope does not come out of the estimators compensation, cause mistakes happen and companies should stand behind their employees in good and bad times), but the additional reduction has not been offered.

  I would be more than willing to discuss that additional reduction; that is all that I have been requesting from the beginning of this fiasco. It is nice to hear that the business is now offering this. However I wish that we could have gotten to this point much sooner, rather than having to resort to a third party to arbitrate. 

  Once we have reached an agreement on the reduction, I will consider this issue resolved and accepted.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2023

  My understanding is that as of this morning, we have come to an agreement with ************** regarding the final cost of the move.  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19961294
  
  I am rejecting this response because:

  While we have heard from the company that they are going to refund us part of the overpayment, we have not had any discussion on how much, or when that will happen. As soon as we have that completed, I will consider this resolved. Until that time, I cannot accept the response.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/28/2023

  I understand your frustration and disappointment with the difference between the estimated weight and the actual weight of your belongings, and I sincerely apologize for any inconvenience this has caused you.
  
  First and foremost, I would like to clarify that the weight estimate provided to you was not a binding estimate. As stated in our terms and conditions, the final payment is based on the actual weight of the items being moved. While we strive to provide accurate estimates, there are often unforeseen circumstances during the moving process that can lead to variations in weight.
  
  However, as a gesture of goodwill and to express our commitment to customer satisfaction, we have taken the initiative to issue a check on Friday, May 5th to you. This check represents a fair compromise that splits the difference between the estimated weight and the actual weight of your belongings. We hope that this resolution demonstrates our willingness to address your concerns and make amends for any inconvenience caused.
  
  At ****, we value our customers and their feedback, which is why we take complaints seriously and strive to rectify any issues promptly. We appreciate you bringing this matter to our attention and providing us with an opportunity to address your concerns. It is our goal to ensure that every customer has a positive experience with our moving services.
  
  Once again, please accept our sincerest apologies for any inconvenience caused, and we thank you for your understanding and patience throughout this process.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 19961294
  
  I am rejecting this response because:

  We have not received a check. I am unclear of your timelines, because we were just offered a settlement last week, but no check has been received nor communicated that it was even sent.

  Again, once we have received the compensation, I will accept this complaint as resolved.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/29/2023

  I'm sorry this has taken so long.  We have confirmed with the customer that they have received the check that was agreed to.  What do I need to do close this out?
  
  ****
  

  
  

  Customer Answer

  Date: 06/29/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/16/2023

  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.

  Hired to move me *********************** out of a **** ** house. I packed and tagged items so all they had o do was move items. They damaged my grandfather clock which I had to have repaired. It took them 2 days to complete the job, 4 men the first day, 2 men the second. I asked them to stack boxes no more than 2 high because I am 80 years old and can no longer lift heavy items. In one room they stacked boxes literally to the ceiling. They stacked boxes marked BOOKS on top of boxes marked GLASS FRAGILE. Estimator told me "whatever we take apart we put back together." They reassembled two beds. Everything else was left in piles on the floor. At the end of the first day they left the old house wide open so anyone could have walked in during the night and taken electronics and other household goods left in the house. Luckily I checked on the house, discovered it was open and secured it. This was not my first move and I was appalled as I lived through this experience. I have heard once from the Salem manager for **** and no response at all from the corporate office in ******. This is, in my opinion, a dreadful way to run a business. I have submitted a claim form (no response from ****) and would like the cost of the clock repair and one half of the moving expense refunded to me.Job L0045164 Moving Expense Total: $3092.41 Clock Repair $106.00

  Customer Answer

  Date: 03/17/2023

   
  Better Business Bureau:
  
  

  Good Afternoon

  Just a note to let you know that I received a letter from **** Moving Company.  They are going to refund the repair cost for the grandfather clock and some of the moving expense since the experience was challenging.

   

  Thank you for your help.

   

  ********************;

  Business Response

  Date: 03/17/2023

  Dear ************,

  It is my understanding that the company owner has been in contact with you regarding this matter.  We hold ourselves to a high standard, but there are times when we fail to meet that standard.  In this case, our investigation has shown that the crew dispatched to your home did not perform at the level of efficiency that might be expected.  As noted in the letter from our company owner, compensation for this is being sent via ***** as of 3/17/2023.  

  Please let me know if you have any questions.

  *********;