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:04/24/2023

  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.

  Last May I was looking for moving companies to move my furniture from ******* to ***************. I went with Planet Van Lines because they said they didn't play the bait and switch out to a higher price, they also said they owned all of their trucks. So I went with them even though they were $1500 more expensive because I didn't want shady. Well did I get shady...First off they almost double the initial quote and I'm given this once my furniture is all in the truck so yeah at that point I'm stuck. Initial quote just for moving $4038(861cu.ft) additional charge at pick-up $2110(450cu.ft). Total cost $7743 this doesn't include the $650x6months I paid for what was supposed to be temp control storage. They said I had more than originally anticipated which is not true. I've heard that since a law has passed where they can't do the bait and switch trick anymore. Too bad I'm already out $2000.Second they don't own the trucks and the pick-up and delivery were both contractors they hire. Interesting that all of my stuff fit in a much smaller truck at delivery then pick-up because unbeknown to me there was a 2nd load at the front of the truck so they could say I had more capacity then charged. so much of my stuff was damaged or broken and the response from planet van lines were the boxes weren't packed to capacity. Umm yeah cause you guys wanted to charge for more space so let's put one lamp shade in one box and then it gets squashed. Mind you I paid for Planet Van Lines to pack, I didn't pack it, so again they caused the issue. So I filed complaints and took pictures and responded to all of the questions and photos for the claim of which I couldn't even post all because when a fine glass wine glass is shattered you don't unpack so you don't cut yourself. How ridiculous they offered me $98 for all of the damaged they did to my furniture, broken stuff after already overcharging me. I didn't even claim the $98...you crooked guys keep it. BUT DO NOT USE THIS COMPANY!!!

  Business Response

  Date: 04/24/2023

  Hello. The client opted to go through our claims process, and this is the result that the claims adjuster came up with. Any concerns with the result of the claim need to be addressed with the actual claims company. Thank you.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19965625
  
  I am rejecting this response because: I did not elect to go through the claim process, I was told by them that was the process. I sent multiple text and pictures to the company as they were happening and they told me I HAD to go through the claim process. I expected this response. What's sad is that you are giving them an A+ rating because they answer our complaints yet they continue to do the same practice of charging people more than quoted and damaging their furniture. At what point does this business get their A+ rating bumped down as they are obviously not caring about their customers and their moves. Because quite honestly I felt no need to get additional insurance because a company that charges over $7500 for a 2 bedroom move I expect will do white glove service. SAD THEY ARE A HORRIBLE COMPANY. DO NOT USE THEM FOR YOUR MOVE. 
  
  Sincerely,
  
  S Ceruto

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All of the previous reviews and complaints from other customers are 100% accurate and in line with my own experience. I have calculated the cubic feet of my belongings and they quoted me 2x what the actual cubic feet are even after I rounded up the number of large size boxes I used. Additionally 15 boxes are missing from my delivery and they charged me for items the driver "forgot" to pick up. I have also been yelled at and belittled by several of their employees including a manager who is his "own supervisor, no one is above him." Good luck getting anyone on the phone it either goes to voicemail where you will not get a return call or if you do get someone's "direct" line they will change the number in a few days. I just want this company to do what they say they're going to do.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/26) */ Hello Ms. ****** - we will have supervisor reach out to you by the end of the day tomorrow. Thank you.

• Initial Complaint

  Date:09/16/2022

  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.

  It is a shame that people do not learn about this company until after the damage has been done. I can add no more than what others have said. Planet Van Lines contracted the work out to another (negligent) company that lost or damaged most of my posessions. There is no legal remdedy so they act with impunity. Planet Van Lines offered to settle for half of what I was asking and since I have no legal recourse (at this point) I accepted their offer. After submitting my response in writing many weeks ago I have heard nothing. I am sure they hope I will just go away. But I will not.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/26) */ Good morning ***, Thank you so much for taking the time to speak to me last week and go over your experience with your move. I am working on getting you the money sent to the email that you texted me. This email is to confirm that we are sending you $600 as a good faith settlement amount for lost or damaged items from your move. In order to help make things right, we are sending you the money from our company end.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arranged for Planet Van Lines to move me from Tampa to Austin in October 2021. They quoted $6,860 for the move including packing. By the time my belongings were delivered to my home in Austin I had spent over $17,000 on the pack and move and experienced over $7,000 is damages to my belongings. I filed a claim with their Moving Claims group for the massive overcharging and damages and they offered $102 for my troubles. They inflated the size by of the load by 3X and held me hostage at every turn to get more money. These people are criminals who think nothing of committing fraud and taking you money. I strongly suggest that you use them for absolutely nothing, them are incompetent and crooks at the very least. I can provide a complete set of documents and intent on filing a civil suit against them. The real problem is no one will hold them accountable, no one.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/08/17) */ Good afternoon, Thank you for notifying our company on the complaint of Mr. ******. After reviewing the notes, our customer service manager contacted the Mr. ****** to discuss the complaints due to inconsistent information. The total price of the move was $11000 and not $17000. The customer was unaware of the exact amount he paid the company and was unable to provide any proof indicating the amount was greater than what we have on our contract which we are including. In addition, the move started at $6860 and part of the $11000 includes $850 in storage (that was needed by the customer) and $1500 towards the shuttle that was needed in order to enter the property without causing damage to the truck and property. Furthermore, this move was done over almost 10 months ago and before this complaint, we have not heard any issues and the claims department has not contacted us to confirm a claim was paid out to the customer. We apologize if there was a bad experience. All of the pricing and services obtained were approved by the customer prior to moving any items. We will be happy to send the claims department an email explaining the complaint and they will reach out to the customer to determine if they are still in the window to reopen the claim and further review. Thank you Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted by Planet and the conversation was highly contentious. I actually paid exactly 12,945.41 for a move that was quoted at $6,860.88. I also spent the 8 months calling Planet over 12 times and completed all of the claims department online forms detailing all of the issues including the over $7,000 in damages (documented by the Planet delivery team) and prepared a complete documentation package with pictures and mailed it to the claims department with a return receipt. I have been offered a settlement of $102.00 for the overcharges and damage which I chose to decline. There was a wide variety of problems dealing with Planet. The load size was inflated from 791 cf to over 1700 cf at the time of packing (per the delivery driver, a shade under 800 cf was delivered). This was a small 1090 sf apartment with no appliances in the move in effect significantly increasing the price of the move. The original quote included an estimated 80 boxes of which only 30 were used adding another $1,875 in packing materials cost. When the truck arrived in the middle of the night (after 8pm) they demanded another $1,200 and refused to deliver becouse I did not have a certified check in hand. Becouse there was so much damage due to extremely poor packing (an observation specifically made by the delivery team) with not a single box marked, they were unable to find the cables, hoses, screws, etc to complete the move in process and left. As an example, they took a brand new king size Sleep Number bed, and instead of properly bagging and boxing it, they folded in it half and taped it up like a taco ultimately destroying it and due to it extremely poor pack preparation, the material was significantly torn, and soiled beyond repair. There is a long list of damages which have been well documented and photographed and all of it provided to Planet months ago both electronically and be certified mail. Planet's call to me to discuss the issues, became immediately aggressive and contentious and apparent that "NO" solution would be offered. Instead I was called a leir and stupid. Due to the outright fraudulent nature that appears to be the normal mode of business for Planet, it appears that we will only solve this problem in a court of law. Business Response /* (4000, 9, 2022/08/26) */ This customer's job took place approximately one year ago. All issues from the job were addressed and settled (please see our previous company response in the bbb portal.) Thank you. Consumer Response /* (4200, 11, 2022/08/31) */ The response from Planet that the move took place approximately one year ago is an intentional dodge as all of their actions to date have been. As I previously stated, I have spent the past 10 and a half months trying to resolve this issue with Planet on the phone, on their customer complaint website, and in writing (certified mail) to no avail. Nothing has been resolved, the over 10 paperwork requests to Planet have gone unanswered, and even their suggested overage and damage claim assessment of $102.00 is nothing but a very bad joke. In that it appears that Planet has no intention whatsoever of resolving or even properly discussing the problem, I have retained legal counsel and intend on taking them to court to resolve the issue. Business Response /* (4000, 13, 2022/09/07) */ Good afternoon, We understand that the customer was not happy with the move that took place almost one year ago. The only option we have is to reopen a claim and gave the claims manager contact the customer today and restart the claim process with someone in the management department on the line with the claims and the client to settle any disputes. As mentioned the price that we confirmed with you is the correct price and we will attach the contract for your viewing purposes. The customer will receive a call today to follow up from the claims department. We will send a copy of the paperwork to this customer again now, thanks. Thank you kindly

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Plant Van Lines to move my belongings from my residence in Phoenix, AZ to a new location in Arkansas. I was told it would take 14-21 business days to deliver. The items were picked up on 6/24 and I was told I would receive a phone call that Monday to give me a delivery window. When I did not receive any calls by Wednesday, I called and was told I needed to be patient, and someone would call me. A week later still nothing. I had someone else call and she was told (by the only person who seems to answer their phone, Ashley) it was 45 business days from the date on the form which was blank. When that was explained to her she said it wasn't her responsibility to fill in that date. When we reached out again, Ashley said they didn't have any drivers. Since then, no one will even answer calls from my cell or the other cell. I also sent two emails to the two sales reps I talked to when I set up the move and they don't respond, period. I don't know where my things are and no one at the company will engage.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/08/07) */ Hello and thank you for your email. This customer's shipment is being loaded on Monday/Tuesday. The customer should expect to receive their delivery in 3-5 business days once loaded (the delivery most likely will happen even sooner than that.) They will receive a notification call prior to the items being delivered. Thank you. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only accept this response when my stuff is actually delivered. I want, in writing, that I do NOT have to pay any additional money for my things as compensation for being held hostage for almost two months without any communications from the company. Business Response /* (4000, 9, 2022/08/11) */ 08/11/2022 07:34:53 PM S********* called customer 6 times no answer to advise that items have been loaded and delivery will be in 3-5days. driver will reach out 24hrs prior to confirm delivery eta. sent text as well for confirmation Consumer Response /* (4200, 11, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Planet Van Lines called FOUR times (during dinner) which is why I didn't answer. Did NOT leave a message. Sent a text. I received a call 37 MINUTES before delivery. EVERY SINGLE BOX was damaged and infested with bugs. Items were broken and some are missing. Business Response /* (4000, 13, 2022/08/26) */ This job was already delivered a week ago. Thank you.