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Business Profile

Moving Companies

Nilson Van & Storage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

This profile includes complaints for Nilson Van & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Nilson Van & Storage has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Nilson Van & Storage

      6821 N Main St Columbia, SC 29203-3837

    • Nilson Van & Storage

      2017 Pittsburgh Ave North Charleston, SC 29405-9307

    • Nilson Van & Storage

      PO Box 3219 Columbia, SC 29230-3219

    • Nilson Van & Storage

      233 Plumbers Rd Columbia, SC 29203-3237

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 16 Aug 2024 I picked up my household items from Nilson Van and Storage in Sumter, SC after approx. 3 years of it being there. I paid $605 for the entire month. I am now being told 6 days later that I owe them a handling out fee.

      First off, apart from un-crating my items, my wife and I checked off items as she sat everything outside without us looking over the condition. All because the manager told them to do it that way so they could start locking up at around 4pm. I specifically asked the manager 3 days prior how long we would get to load. He stated, " as long as it takes to load everything." I can not count how many times he said "it's not all going to fit" and "I been doing this a lot longer than you have."
      I hope he has but to be so beligerant towards a retired service member and his family was un-warranted and in and of itself should be compensated.

      Please do better Nilson Van and Storage.

      Business Response

      Date: 08/23/2024

      Mr. *****,

      We are sorry to hear about your poor experience at our Sumter facility. We spoke with the management team in Sumter and they do apologize if at any time you felt that we were not being cordial to you and your wife.  Please know during Peak Season the moving business tends to be a bit hectic, but we do apologize for your poor experience.  To make things right we have already waived the warehouse handling balance of $216.20.  We thank you for you for your service and wish you a happy retirement. Thank you.

    • Initial Complaint

      Date:11/23/2022

      Type:Customer Service 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 this company for a local and out of state move, as well as long-term storage of household goods while our local (SC) home was being built. Items were stored in their “climate controlled” Savannah warehouse for approximately 18 months. I paid for a year up front and then monthly as we weren’t sure of final completion. That was a disaster, furniture, clothing, etc. was full of mold. I let it go regardless of cost and burden. Furniture was delivered to new home (Harrier) St. on 9/27. A few large pieces of furniture were damaged. A large custom leather couch had significant damage. The driver took his own photos and documented the damage. I purchased full replacement insurance so assumed I was good. I filed the claim for the couch and two other items within a week. Now, almost 2 months later I cannot get a straight answer as to whether the couch will be repaired or replaced. the furniture restoration person suggested it could not be repaired. It was full of mold, it smells, it is damaged very visibly and the owner will not return my calls or emails and when she does she misleads me as to process or timeline, and yesterday starting being dishonest with me. I know the process is for the moving company to settle with me for the cost of repair or replacement. She keeps changing the story/process to avoid paying me. I have been patient and have followed up weekly, but knowing the owner is now being intentionally dishonest and will not take my calls puts me in a difficult situation as to how to resolve.

      I would like the owner to pay my claim in a timely fashion. because I purchased full value replacement insurance, The table and bed frame can be repaired, however I expect to be reimbursed for the replacement value, including delivery charges for the couch.

      Business Response

      Date: 11/30/2022

      Customer's claim has been received, repair firm assigned, did an inspection, repair firm sent a report to Nilson.  All service teams are backlogged and we have to wait for the repair firms to schedule based on their workloads. This takes time.  Nilson has given the repair firm the approval to proceed with repairs and Nilson will pay the repair firm direct.  Claims team prefers to keep all communication in writing/email  so there is no confusion as to what is being said.  Should the repairs not meet the customer's satisfaction, further actions will be taken as per the claims policy.  Any additional items that are not repairable, if any, will be addressed upon final settlement and a check issued if applicable. No timeline for settlement has ever been discussed with the customer.  Nilson has been very transparent in all communications with the customer and has not been dishonest. 

      Customer Answer

      Date: 11/30/2022



      Complaint: ********



      I am rejecting this response because:

      The furniture repair company has disclosed to Nilson in their evaluation report whether or not all items can be repaired.  There is no reason for them to withhold a response on whether the most damaged and most expensive item can be repaired.  I am fine with email if company will actually answer a question. I asked the question about whether they intended to settle with me or pay the repair company directly multiple times but I never got an answer. I still think they are being dishonest. Since apparently per their response the repair companies are backed up I reached out to the repair company who they hired to come evaluate my damage.  They have no idea whether Nilson intends to hire them directly or settle with me, and have no authorization to do work for me.  When I asked directly about my 3 pieces of furniture that are damaged they would only state that they can repair the bed and table.  Once again, the most damaged, most expensive piece of furniture (the custom leather couch) is not mentioned.  This company needs to cut me a check for replacement + shipping cost on this couch.  The damage is severe and there is no indication by anyone that it can be repaired.  The mention of waiting until settlement is a delay tactic and it has gone on long enough. I purchased full value replacement insurance.  It is ridiculous that more than two months later this not company is not paying a claim for this damage. 




      Sincerely,

      Kim *****

      Business Response

      Date: 12/08/2022

      Repair firm has picked up the goods to be repaired.  Nilson Van and Storage will be following procedures now on replacing the sofa and picking up the damaged one.    

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