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:10/09/2024

  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 hired Dedicated Van Lines on 09/04/24, to move our homes furnishings and store until we found a new home. Around September 24th, we contacted the company that we found a home and would like furnishings delivered on October 1st. Since then we have been unable to get any information on delivery or location of furnishings. Contact has been made to Police and the **************** and told it was a civil matter. What can we do?

  Customer Answer

  Date: 10/21/2024

  Dedicated Van Lines subcontracted with VPK EXRESS MOVING. We feel they changed the contract and held our house contents hostage until we paid them and signed the new contract. We ended up paying a $1000.00 for 5 months of storage that we never used. Also had to pay $250.00 for use of their packing blankets for our furniture. Many other issues were caused by lack of communication (they were different nationality), and pick up and delivery were done in evenings when told otherwise. We are both retired. 

  Business Response

  Date: 11/15/2024

  First of all, we are sorry that it took us so long to respond and we are also even more sorry for your unpleasant experience. The contract that you signed with us clearly states whats included, and whats not included. And if you were charged by ***, one of our registered agents more than what the contract stated, we will be more than diligent in resolving the matter. Please call us at ************ and ask for ******* and we will be sure to resolve it. 

• Initial Complaint

  Date:08/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 recent experience with them has been nothing short of a nightmare. Here are the key issues I faced:1. Disorganized Communication: Despite being initially quoted a 2-3 day delivery by their coordinator ****, I was later told by the company that delivery within this timeframe was impossible. The earliest they could "maybe" deliver was 8/9/24, significantly later than promised. **** initially told me he was my moving coordinator for my entire move, but when I needed to reach him to help with the disorganization, he stated that he didn't have anything else to do with my move. 2. Poor Coordination: The moving company they brokered me to claimed they did not receive my move details until 7/30, with a pick-up window of 8/1-8/2. The moving truck then encountered mechanical issues, and I was not informed of the delays. I am still without a confirmed delivery date.3. Service Inconsistencies: My quote included unpacking services, but the moving team had no idea about this and stated that they usually do not offer such services. Additionally, their truck had to be put in the shop, and nobody notified me that the delivery would be further delayed. This miscommunication added to the chaos and frustration.4. Significant Financial Losses: The delays have resulted in substantial financial losses, including costs for hotel rooms, inability to schedule patients, book plane tickets, and additional missed workdays for my family. Furthermore, I have to start a new job in **********, and these delays have put me in a very difficult position.5. Unhelpful ***************** When I asked about a refund of the deposit or a discount on the move, I was told that I would need to get it from the moving company and to call back in a couple of days for a delivery update. This response was extremely unhelpful and added to my frustration.Overall, the lack of communication, poor organization, and failure to deliver as promised have caused immense stress and financial burden.

• Initial Complaint

  Date:08/02/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  May 2, 2024 -$6,025 See details accompanying this - I paid for two special display cabinets to be professionally moved with crating - pieces were delivered smashed, not crated, and are worthless trash I have requested BOL or any other paperwork, but never received anything. I was told to file arbitration but the firm I was told to use has no record of any parties involved in this move. This units cannot be repaired nor assembled as was promised in writing by Dedicated Van Lines

  Business Response

  Date: 08/13/2024

  we have been working diligently to resolve the issue. We do apologize for whatever negative experience you had. At the end of the day we are human and we do want to resolve the issue with you. If you give us a call, we will resolve the issue amicably. 

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service 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.

  The business has not been communicating any updates regarding my belongings after picking them up in ** to move them up to **. When confirming my pick up date an employee refused to transfer me to a supervisor or look for any way of helping my concern. Due to their lack of communication and customer care I was late to a train I needed to catch to go to PA forcing me to drive my vehicle. When they arrived in my FL residence they gave my father and sister in law communication trouble and seemed to be forcing my family member's into agreeing and writing down specific dates for the drop off of my items instead of what I was choosing. Meanwhile I have now waited a week for my belongings and the business did not contact me I had to contact them and my belongings have not even been considered for departure. Military equipment and other expensive belongings are being held at a location that I do not know of. No efforts to stay true to their word that is on paper and now I must continue sleeping in an air mattress for another five maybe 6 days. Documents of the pick up can be provided if contacted further by BBB.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Dedicated Van Lines (DVL) contracted for move from SC to ** for January 26, 2024.. Stated "our trucks", "our movers", "3 workers". This was not the case. A different company shows up to do the move and there was no prior notice that this would be the case. The entire move was subcontracted to Rado Express Logistics and turned into a complete fiasco, along with a rental truck (with stink bugs) and only 2 workers. There were delays in starting and finishing work, as well as 1 worker disappearing for ***** minutes several times and only 1 person working. I felt very disrespected and somewhat threatened at times by conversations with Rado employees. *** stated that remaining balance could be paid upon delivery and could be paid by credit card.. Rado didn't agree. DVL stated "special package for China hutch, curio cabinet and 2 mirrors". There was none - they were shrink wrapped and blankets - just like everything else. China hutch severely damaged, 2 table leg risers damaged, one dresser slightly damaged. Hardwood floors in both houses were scratched up. Walls were marked up with taking furniture to rooms. China hutch packed incorrectly on truck and tilted over during transport, causing severe damage.All was reported to DVL who, initially, appeared to be working to resolve and repair to my satisfaction. DVL indicated they were in touch with Rado. Now, however, since February 8th, my attempts (phone, texts, emails, voicemails) to contact DVL and get status/info have gone unanswered. I tried to escalate to President of the company but no one would provide me the information to do so. More details of the events and issues are contained in the attached file - Moving Issues.

  Business Response

  Date: 03/27/2024

  We were fully informative and disclosed that we were a broker, and that we work with carriers to coordinate your move. Rado is one of our carriers. We have been communicating on your behalf with them to resolve all of your issues. Please call our office first thing tomorrow to resolve any issues that you have we would be more than happy to be your advocate in solving these issues. 

  Customer Answer

  Date: 04/22/2024

  PLEASE DO NOT CLOSE THIS COMPLAINT - It is far from closed.  I have reached out to Dedicated Van Lines several times during this and my calls go either unanswered or voicemails unresponded to.  I have even tried to contact them today.  When they say "call our ******" - it doesn't work for me - Have they changed their number or person I should be calling???  I AM IN NO WAY SATISFIED WITH THE RESPONSE AND THERE HAS BEEN NO RESOLUTION.  Rado Express Logistics contacted me and was in discussion about resolving but they, TOO, have gone silent and now my calls are going unanswered.  One Rado person even said they didn't have the person I asked for working for them and  said I needed to call *****, the broker.  I have no idea who ***** is.  

  Dedicated Van Lines, at no time, when I was setting up the move was "fully informative and disclosed that we are a broker".  As indicated in my complaint, I was told they "sometimes" use a subcontractor if necessary.  When you all their number, you are told that they have been voted the #1 moving company - it NEVER says BROKER!  I would very much like to speak with someone in authority at Dedicated Van Lines.  Again, I asked multiple times to escalate to the president's ****** and nobody would do so or give me the information.

  BOTH THESE COMPANIES ARE TOTALLY UNPROFESSIONAL AND DON'T DESERVE ANY BUSINESS FROM ANYONE BASED ON MY EXPERIENCE WITH THEM BOTH.  Again, there has no been NO RESOLUTION to my complaints.  I had hoped the companies would accept their professional responsibilities and do what is right for the consumer.  This has not been and is not the case to this point. 

  I would like for Dedicated Van Lines to contact me and get this resolved in a satisfactory manner.

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 requested a moving quote and agreed to what they provided to me but mentioned that I may not use their service. They told me I would need to pay a $600 deposit to reserve my spot and as long as I canceled a week in advance I would get my money back. I paid them the deposit 11/08/2023 and canceled service on 11/10/2023. They told me I was eligible for refund since I canceled on time and did not receive service and till this day I havent received anything. Each time I call they give me the runaround or hang up on me and all I want is my money back. I find it unfair that they wont refund me the $600 when I canceled way ahead of time and I didnt receive any service at all.

  Business Response

  Date: 03/27/2024

  ******************, 

   

  We tried to give you a refund on your old credit card and you were not able to give us a new card to process the refund. If you give us a call, we can send you a refund by another method of payment. Please call us first thing tomorrow morning and will resolve the issue.

  Customer Answer

  Date: 04/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21355367
  
  I am rejecting this response because: I called the following morning like you said and ******* answered me, I explained to her everything and she said she would get in touch with her supervisor because she had nothing notated on my account. I havent heard anything back and Ive been calling back and my call keeps getting declined. Before submitting this complaint I had spoke with **** who mentioned to me the issue about the refund. He asked me for another form of return and I asked what options I had and he said he could send me a check. That check was never received, after a full month of waiting I went ahead and submitted the complaint with BBB. I dont know what else to do at this point. You can return the refund in check form to either of the addresses you have on file, you can return to my card since I still have the same card I never changed it so its active. I would really appreciate if the manager would contact me since the people who answer me never know what Im talking about. 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/18/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 date was Feb. 12 2024. receive quote on move from sales rep. from dedicated 2 weeks later received call from a supervisor that quote was incorrect and raised it $700.00. Movers showed up wanted another $750.00, $250.00 for 2 mattress covers which i went to ******* and purchased 2 for $15.00, then $500.00 for over night storage. None of this was ever told to me by Dedicated Moving. I told movers you want to deliver today fine, Its a 6 hour drive I will meet you at the new address. I was there they never showed till next day and didnt charge me. I have damage( see photos) i am being told not responsible if they do anything it will be as a courtesy. Dedicated never once told me that the actual moving company would be someone else.

  Business Response

  Date: 03/08/2024

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

   It Confuses me to see the misinformation posted on this complaint. First of all the initial quote wasnt incorrect because of anything Dedicated Van Lines did , it was an issue with what the customer told us about the details of the move. Which we were able to correct.  You were not charged for mattress covers (you called in and we fixed that). These are not surprise charges, they are on your order for service and on the origional quote we send even prior to reserving the order. We will continue to stay in contact with you in regards to filing a claim to repair / replace your damaged items. We are here to resolve this issue in any way necessary!

  Customer Answer

  Date: 03/27/2024

  You didnt handle the mattress covers, which is not listed on any paper work you provided me, I went across the street to ******* and purchased 2.I gave you the correct info on the items to be moved, your Rep. ***** didnt do his job. You didnt address the extra $500.00 ***** moving wanted the day they showed up. Why dont you be up front and tell customers you are sub contracting the actual packing and moving. This is a form of bait and switch. *************************

  Business Response

  Date: 03/28/2024

  We informed you prior to pick up and you were contacted by the carrier we selected to conduct your move. We were straight forward about the order of operations and this is a very common practice in the moving industry. 

  Customer Answer

  Date: 07/11/2024

  Would like to know why the mover wanted an additional $500.00 to move? That has never been answered. Why doesnt the booking agent inform customers that they subcontract the movers. 

• Initial Complaint

  Date:12/08/2023

  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.

  I booked a move with this company and did so through two representatives named *********************** and ************ (his manager) who gave my husband and myself false information and have now avoided countless calls, texts, and emails. ******* has been recorded talking over me and calling me foul names because he has no ability to control his anger issues. We were told that the move will be completed from ** to ** within 5 days and have now been without our belongings for over 3 weeks. When the movers came to pick up our belongings, they tried hustling my husband by saying a 20% tip of the total is mandatory, which totaled to over $1,000 in addition to the nearly $10,000 we paid to ensure our belongings will be delivered within the timeline they guaranteed. We cannot get through to upper management or the owner and have been avoided by them this whole time. Do not fall for the sleazy salesman pitch youll get from ******* or **** because it will not be what they claim. We were also not told that all of our belongings will be combined on a freight truck with other peoples belongings. We have no idea if any of our things will be mixed with other peoples things and at this point we are not even sure what day itll arrive. No solid answers from anyone.

  Business Response

  Date: 05/30/2024

  BBB, 

  
  

  In regards to this customer, there were a lot of misunderstandings. They were not hustled for a tip, 20% is customary in this industry. They were delivered on time. And what they did was they charged back/ disputed every payment that they ever made with us. There is nothing left over to issue to them, because the deposit and payments that they made to us,  they have disputed with their bank and they have received all of that back. ******* , the representative they spoke with, has been terminated. Beyond these measures there is no room for compensation. 

  
  

  Best Regards

  *********************

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 were moving from ** to Fla a nd contacted Dedicated Van Lines per their Veterans status and the BBB A+ as noted in the advertisement. We spoke with ***** and he set the move for this July or September! We were asked to submit a $2,000.00 deposit which we did by cr card over the phone during g that conversation! Due to a major unforeseen illness we were unable to continue with the move and requested a refund of this deposit! We were assured by ***** there would be no problem and he would request our refund that day! After not receiving the refund my husband ***** called ***** on a number he had given during the original request and was again assured that the refund would be coming within the next **** business days. This was over two weeks ago! No one answers the phones! I have tried repeatedly to find an accountant or person responsible for refunds but get no one. I did call today and got a text response fromShannon @ ************ but she only thanked me for leaving a voicemail and made NO comment about the refund that is due us. Per their advertising you are to receive refunds when due! I would appreciate your help as we are so frustrated with being unable to receive our refund due plus having their phone always going to voicemails! We trusted theBBB A+ accreditation and are amazed at being treated so badly! Remember we have had NO SERVICE from this company .and .were ASSURED by ***** and the advertising they do that the prepayment is RISK FREE!! Thank you very much for your help!!

  Business Response

  Date: 11/16/2023

  This refund was made Via paypal on the date cancelled 11/2

  Customer Answer

  Date: 12/11/2023

  So sorry for the delay to your response it went to junk mail box in error I am sure!  We have NEVER received a refund from Pay Pal per their response!  Pay *** tells that that account was frozen weeks before due to excessive demands for cr card payments! We paid this with our **** cr card under my spouses name only!!  Not Pay Pal! That account was closed years ago after a single charge for a tube of lipstick under MY NAME And the cr card was only in spouses name.  This man is lying as he has never refunded this and told our bank twice he sent it back to our **** and then in Nov told them they had decided not to refund because they had a truck on the way, another really bad lie as we had no moving date established due to illness as they were well aware!  ********************* told us the refund was done as did  **** in accounting who advised it was made thru their account at ********** and even gave me a telephone number to call ************. They were unable to verify his story! I did contact Pay Pal and was told this is simply fraud! They froze this account as mentioned above prior to the refund date they gave our bank of  11-8-2023.   We have filed a complaint with the Va ******** General  and ********** of the ******** General with U S **** of ***************  I fail to understand how you can give this company. AAA rating and let them advertise you in their numerous online adds. The  telephone  number listed fir this mover is *******************  ? There are numerous law suits  in *******  under this name 

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20807192
  
  I am rejecting this response because:

  So sorry for the delay to your response it went to junk mail box in error I am sure!  We have NEVER received a refund from Pay Pal per their response!  Pay *** tells that that account was frozen weeks before due to excessive demands for cr card payments! We paid this with our **** cr card under my spouses name only!!  Not Pay Pal! That account was closed years ago after a single charge for a tube of lipstick under MY NAME And the cr card was only in spouses name.  This man is lying as he has never refunded this and told our bank twice he sent it back to our **** and then in Nov told them they had decided not to refund because they had a truck on the way, another really bad lie as we had no moving date established due to illness as they were well aware!  ********************* told us the refund was done as did  **** in accounting who advised it was made thru their account at ********** and even gave me a telephone number to call ************. They were unable to verify his story! I did contact Pay Pal and was told this is simply fraud! They froze this account as mentioned above prior to the refund date they gave our bank of  11-8-2023.   We have filed a complaint with the Va ******** General  and ********** of the ******** General with U S **** of ********************* I fail to understand how you can give this company. AAA rating and let them advertise you in their numerous online adds. The  telephone  number listed fir this mover is ****************** There are numerous law suits  in ************; under this name 
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 12/12/2023

  We received no refund. We used our Credit Card thru **** not Pay Pal! This seems to be another lie. I called Pay Pal and they have NO record of this transaction. Per them the account for ********************** was closed and frozen back in June for over utilization of requests for payment thru them!   They would not have refunded this to Pay Pal.  Thank you. 

• Initial Complaint

  Date:10/31/2023

  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.

  October 2023 Company has not contacted me even though I notified them on what happened. Sent text messages. The worst company ever!! ***************** will lie and say he's not a broker but he is. Will tell you they will only be using their truck and only your stuff on it. Lie! Sold us to ******* Movers last minute. Will give you a day to be delivered and lie bc he has no control over it bc he sells you to another company who then sells you again. Incurred about another $3000 more than his quote!! Will tell you not to pack your stuff bc they will...lie bc so many things didn't get wrapped but got a huge up charge for their so called "packing"...basically everything I own has been broken in some way! Missing items like 2 pieces of my bed and no hardware to be found! Slept on floor and had to order a new bed for $600! Folded my mattress in half and now crushed in the middle. Boxes turned upside down and stuff in them crushed. My stuff was secured by bungee cords which crushed more of the boxes. I would have never gone with Dedicated! Promises after promises! Doesn't respond to texts or calls the day of pick up to discuss the extra $2600 when he said "I'm your personal go to so call me with any issues" and then hides from texts/calls all day when you need him. Degrading too to some of my texts! Beware!!! I don't write reviews but this was necessary so someone else doesn't go through this! I'd be happy to share my texts from him and pictures of my broken stuff. Do not go with Dedicated or ******* Movers! THE WORST TO SAY THE LEAST!! How do people sleep at night knowing they scam people and lie?!

  Business Response

  Date: 11/16/2023

  We are so sorry to hear that you had any issues with **** or with the agent QMS. We will be more than happy to assist you *****, youve written about 10 reviews already, we are very aware and have been in contact to assist you. 

  Business Response

  Date: 11/20/2023

  Those were boxes packed by the client. They are "crushed" looking because they are clearly overpacked. If the boxes werent overpacked and professionally packed, the weight of the boxes wouldnt all have been so heavy and we would have had some lighter boxes to stack. The client was clearly more worried about their overall box count than the efficiency of packing. We have packing tips on our site and provide guidance to our clients when asked. We have instructed the client and agent to work together to file and complete the claims process.