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:10/02/2023

  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.

  This business should NOT have a high BBB rating and this needs to be updated, otherwise will continue to con consumers. They changed quotes and surprise charges throughout move, mine doubled and day of move would have tripled. They made false claims, stated have my own truck and will receive items 3-5 days. Once they had my items, put them in storage and outsourced to another company that will not give an eta told me to call them if I don't hear from them. My items arrived over 3 weeks later, all damaged furniture, including a king size mattress, broke a tv, damaged art work, all wood furniture damaged. Dedicated Van Lines outsources to ****** moving company, and they continue to use them however this moving company does not wrap items, very careless and not professional. I'm asking that you reconsider the BBB rating as it's getting them customers. I move every 2 years and have never had this bad of an experience, and unfortunately your ratings are helping them get customers in. I am trying to file a claim for some of the damaged items, they will not return calls or assist. I am looking for the reimbursement of damaged items, included the broken tv that was poorly handled in this move. Throughout move they cut the communication and now after delivery, hey are non responsive yet again. This is not the kind of company that deserves positive ratings and needs to be investigated instead.

  Business Response

  Date: 10/13/2023

  Hi ******,

  We are sorry you have some damages on your move. As we told you previously, we do our best to transport across country w out damages but sometimes it does happen. We did reach out to you multiple times through calls and texts. We just sent you the instructions to file a claim. Please check your email.

• Initial Complaint

  Date:09/27/2023

  Type:Order 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.

  On 6/7/2023 I entered into an agreement with Dedicated Van Lines for a long distance move from ******** to Georgia. I was originally quoted $8500 for the move and I gave them a deposit of $4250 . The move was scheduled for 8/ 13/2023 and on 8/7/23 we went over the items again and the price jumped to $13,142.67. I paid $8,892.67 upon delivery along with a tip that the mover was adamant about collecting. I gave him a $1500 tip and he said it should be $2600 ( 20 % of the move) . I was assured by Dedicated Van Lines sales associate ********************* that the packing and moving would be meticulous and all my possessions would arrive safely. I assumed paying over $13,000 for a move everything would be insured by the mover but that was not the case. I have been calling Dedicated Van Lines over and over with no response since my move to discuss damaged and missing items. I was unaware that Dedicated Van Lines hires out to mover ,in this case Indeed Moving. I reached out to them to file a claim. I had documentation, photos of my damages and losses totaling over $2000.00 .They want me to settle the claim for $150.00 I have been calling Dedicated Van Lines daily as they are the ones I entered into the agreement with but no one EVER answers the phone. I have furniture that was damaged, 2 Entire closets and cabinets were left behind along with my extension ladder my VR Headset also never made it . Things were taken that should not have been: sink stopper, washer and dryer hookups, the broiler and griddle for the stove.I had to pay $150 to send back to new homeowners. I put trust in a company and its associate( *********************) and they did not provide the service I paid for. They make the deal and then you are nothing to them . I was completely ghosted with no recourse. I feel very deceived by this company that promised but failed to deliver...literally.

  Business Response

  Date: 10/20/2023

  We will have ******* in our customer service **** reach out to you and the agent immediately to help rectify the issues at hand. We are very sorry you had ANY issues at ALL let alone the ones described above. Will handle this immediately. 

  Customer Answer

  Date: 11/13/2023

  This case was not resolved. The company said they would contact me to resolve the complaint yet they did not follow through on their promise. No one called me from Dedicated Van Lines . I would like to report this as unresolved because the company did not make any attempt to resolve it. 

  Customer Answer

  Date: 11/14/2023

  [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: 20665689
  
  I am rejecting this response because:

  Date Sent: 11/13/2023 3:28:07 PM
  This case was not resolved. The company said they would contact me to resolve the complaint yet they did not follow through on their promise. No one called me from Dedicated Van Lines . I would like to report this as unresolved because the company did not make any attempt to resolve it. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/16/2023

  We did in fact reach out, and will now with the agent on the line as well. 

  Customer Answer

  Date: 11/28/2023

  In response to ***** Gold. This is not true. There has been no effort to contact me to resolve this complaint. 

  Customer Answer

  Date: 07/18/2024

  As of this date , Dedicated Van Lines has made no attempt to contact me to resolve this matter. 

• Initial Complaint

  Date:09/18/2023

  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.

  1)No indication on web Dedicated Van Lines they were a broker. We did not realize this until the day that Southwestern Logistics came to pick up our goods. (Closing on our home was the next day so no time to cancel.2)On the day of pick up Southwestern Logistics (The mover assigned by Dedicated unbeknownst to us) increased the charge by $1919.50! (too late for us to back out).3)We had many items damaged including a Motorcycle in amount $1214.70). We filed a claim with *********************** for damages. We have 90 days from 8/25/23 to accept proposed settlement of $355.80. Unfortunately we had overcharges described in item 4 below and they do not handle overcharges. 4)I had advised **** (Dedicated) that we were only transporting 1 motorcycle rather than 3 before June 27. (Movers came June 28th). **** had quoted a $600 handling fee for the 3 motorcycles plus about $800 per bike. Then only agreed to credit $350. I think credit would be $1600 (2 cycles) plus the handling. We cant even get the $350 reimbursed! ************************ said they could not deduct the $350 overcharge, I would have to pay the full amount on the bill of lading and they would send me a check within a week. I have called representatives of both companiesbut unfortunately she no longer works there. She gave me the contact information for ******* at Southwestern Logistics *************). I have left messages for him every day since August 29 2023. No response. The number listed on the Southwestern Logistics website ************ no longer in service. My husband has been calling ************* Manager of Dedicated Van Lines *******************). He keeps telling him he will look into it and never calls back. We called him at least 3 times a week since 8/29/23. By their own admission they owe us $350 overcharge. We dont feel thats a fair amount however as I stated earlier we cant even get a reimbursement for the $350. Your assistance would be greatly appreciated.

  Business Response

  Date: 10/02/2023

  Hi, you will need to accept the damages claim from the claims company and If it resolves this issue, we will agree to refund the $350 additional. Please send information to Zelle, as we do not work with paper checks. 

  Business Response

  Date: 10/03/2023

  Date Sent: 10/2/2023 1:40:30 PM
  Hi, you will need to accept the damages claim from the claims company and If it resolves this issue, we will agree to refund the $350 additional. Please send information to Zelle, as we do not work with paper checks. 

  Customer Answer

  Date: 10/13/2023

  We did send the acceptance to ***********************.  They received it on 9/28/23.  Anthem said that they sent the information to Southwestern Logistics. She suggested we call them.  Between the 800 number and the direct line to ******* at SW Logistics we have called a minimum of 50 times!  Other than resending it there is nothing they can do.  If our $350 refund is based on a company that was hired by Dedicated Van Lines but is no longer in business where can we go from here.  We have not received any reimbursement for the damages from Southwestern Logistics and now Dedicated Van Lines is saying they need information that would be impossible for us to provide since Southwestern Logistics is out of business.  For Dedicated Van Lines to contract with such a company is unacceptable. The bottom line is that we are out almost $700. (That does not include the actual damages...only the value protection.  Our true losses are in the several thousand dollar range).

  Customer Answer

  Date: 10/16/2023

  [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: 20621694
  
  I am rejecting this response because:

  Date Sent: 10/13/2023 2:29:50 PM
  We did send the acceptance to Anthem Claim Management.  They received it on 9/28/23.  Anthem said that they sent the information to Southwestern Logistics. She suggested we call them.  Between the 800 number and the direct line to ******* at SW Logistics we have called a minimum of 50 times!  Other than resending it there is nothing they can do.  If our $350 refund is based on a company that was hired by Dedicated Van Lines but is no longer in business where can we go from here.  We have not received any reimbursement for the damages from Southwestern Logistics and now Dedicated Van Lines is saying they need information that would be impossible for us to provide since Southwestern Logistics is out of business.  For Dedicated Van Lines to contract with such a company is unacceptable. The bottom line is that we are out almost $700. (That does not include the actual damages...only the value protection.  Our true losses are in the several thousand dollar range). Please send the refund to the credit card that you were paid with.
  
  
  Regards,
  
  *************************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/30/2023

  We have no control over agents ending affairs, we do have a bond company that *** be able to help and I will reach out for us. 

  Business Response

  Date: 11/02/2023

  Date Sent: 10/30/2023 2:09:19 PM
  We have no control over agents ending affairs, we do have a bond company that *** be able to help and I will reach out for us. 

  Customer Answer

  Date: 11/13/2023

  The complaint has NOT been resolved. Dedicated won't answer the phone or respond in any way. There's no way that a company can't issue a paper check. I don't trust them to not abuse ***** that they want for payment. Not to mention, they won't respond even if I wanted to give them my Zelle information. The broker as well as the trucking company they hired are crooks. The trucking company owed us money for damages and according to BBB, they are out of business. I was late responding to your prior email because I was sick by the way. The bottom line is that I'm out a bunch of money that they agreed to pay me. You have the e mails.

  Customer Answer

  Date: 11/14/2023

  [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: 20621694
  
  I am rejecting this response because:

  Date Sent: 11/13/2023 10:51:42 AM
  The complaint has NOT been resolved. Dedicated won't answer the phone or respond in any way. There's no way that a company can't issue a paper check. I don't trust them to not abuse ***** that they want for payment. Not to mention, they won't respond even if I wanted to give them my Zelle information. The broker as well as the trucking company they hired are crooks. The trucking company owed us money for damages and according to BBB, they are out of business. I was late responding to your prior email because I was sick by the way. The bottom line is that I'm out a bunch of money that they agreed to pay me. You have the e mails.
  
  
  Regards,
  
  *************************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/14/2023

  Im unsure why youre saying we arent answering you when we have had no emails to our main email address from you nor calls to the main line. I am responding everytime. There is no way to "abuse zelle". Your irrational fears are stopping us from closing this issue out. 

  Customer Answer

  Date: 11/15/2023

  [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: 20621694
  
  I am rejecting this response because:

  
  When we call your number, we get no response. It goes into a voicemail and nobody responds. I'm going to set up a Zelle account, so how am I supposed to send you my information? I sure don't want to send it to some e mail address. So, you reach out to me and I'll gladly give you my Zelle information. By the way, nice touch calling me irrational, way to show your character.
  Regards,
  
  *************************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/06/2023

  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.

  I worked with **** to get our move to ****** sorted. There was no mention that Dedicated Van Lines is a broker and will sell your moving contract. He initially very responsive, however, the day before the move, stopped responding to any messages and calls. I was left in the dark if someone would even come, and if we'd have to figure out a different mover last time. The night before pick up we got a call from a random moving company (rated F on BBB) to whom Dedicated Van Lines sold our contract to. This company still hasn't delivered move. The delivery date was listed at 8/15/2023. It is now 9/6/2023 and I have no furniture, kitchen supplies, couch, TV, anything. This has caused so much headache trying to just get our stuff to us. No one from the other company is providing any updates and we are told to keep calling back. Dedicated Van Lines is solely responsible for this as they sold our contract to this other company.

  Business Response

  Date: 09/18/2023

  Im very sorry that you had delays on your delivery from our agent. We work with agents nationwide, and we stand behind our reputation to make sure things go as planned. Im sorry the delivery took longer than anticipated, the issues with weather we were facing with the hurricanes created major delays accross the board with our clients. I checked and see that you have gotten your delivery and no additional claims have been made. Again, im sorry about the late pickup due ot the schedule being pushed back and the delay in your delivery and hope youre enjoying your new home. 

• Initial Complaint

  Date:07/17/2023

  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.

  This occurred June 20-23 , 2023. We contracted with Dedicated Van Lines for a move from TN to NC. They underbid and misrepresented that they were not a broker but actually the movers. In fact they are brokers. They sent a third party to move our goods in a rental truck and we were told that not all our stuff would fit. They left our house with a quarter of our stuff still at the house. We incurred an additional $4000 cost to get the rest of our items moved. I have tried to get a resolution from the brokers and all I get is the runaround. The 2 same people are blocking us from getting to talk to a supervisor or someone else at Dedicated Van Lines.

  Business Response

  Date: 08/01/2023

  There is no way for us to "underbid" a job since its based on the list provided by the client. We also have the client email us 2 days before the move either adding extra items, or sending us an email that the list is right, which we did. 

  Business Response

  Date: 08/03/2023

  There is no "third party" the company that picks up, is our direct agent. We have over 40 agents nationwide which is how we service the entire country with 24 hours availability. 

  Customer Answer

  Date: 08/08/2023

  [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: ********
  
  I am rejecting this response because:

  This company continues to not address and see the issue at hand which is that they did not do what they said they were going to do, I have attached a list with the estimate and all the items on that list that they left behind because they brought a rental truck that was too small. The items they left behind were on the initial list, we did not add anything, additionally we also sold items before the move that were on that list. We were told we would be contacted 24-48 hours before the move to once again go over the list and that never happened.They are not taking responsibility for their lies. I have yet to hear from someone, anyone from Dedicated Van Lines that is not **** or **** and the only thing I heard from **** was a phone call, screaming at me or as he said venting because I filed this complaint and got him in trouble with his mysterious supervisor. Once I calmed him down he promised me that he would do a conference call with **** (his Team Leader) to discuss. That never happened I had to call back and was once again was dismissed by ****. This is far from over, I have read other BBB complaints on these 2 folks and DV and they have done the same to others and will continue to do it until they are held accountable.  Even the deposit check I gave them was cashed by a totally different person (too bad I did not see that sooner). I have attached the documents to bolster my claim.

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

  Business Response

  Date: 08/23/2023

  That is the issue, the contract isnt for the items. It was for hours or labor, and we utilized that, and then some. You're confusing the difference between what you needed done verses what your husband reserved us to do for you. 

  Business Response

  Date: 08/29/2023

  Yes, as the photos showed, WORK was done. We cant do doubel the hours and labor for the same price. The rate is based on two things as I continue to say: Hours and amount of trucks. Thats it. 

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 secured moving services with ********** from Dedicated Van Lines on March 20th and paid my deposit of $450 via check from my bank to ***********************. On April 24th, I set my household pick-up date for May 29th. On April 28th, I called ********** to cancel my reservation and was told that I would get my refund. I didn't hear from him about my request being processed so I called him again on May 5th. I requested a confirmation email regarding my cancelation and was told that my refund request had been approved and processed on May 4th. On May 28th I received 3 phone calls, 2 calls at 830am and 1 at 840am, that I finally answered, from someone stating that they were en-route to pick-up my household goods. I explained that I had canceled my service. He said that he didn't receive that cancelation. I have been trying to reach ********** since that day via text, email, and phone and cannot reach him or have my messages returned. I also haven't received my refund. Every call that I make to the company gets re-routed and disconnected. There's no way to chat with anyone on their website or receive a callback from anyone. When I call the company, no matter which option I choose to try to speak with someone, I am routed to an automated system that tells me the voicemail is full and disconnected.

  Business Response

  Date: 08/01/2023

  Im very sorry to hear you had any communication issues about your cancellation. As per your contract, refunds are to be sent in writing to [email protected]. Never received it. Please let me know if this still has yet to be handled and I will personally send the check asap. 

  Customer Answer

  Date: 08/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am submitting the request for my refund that was provided by the business. I would greatly appreciate it if this issue could be expedited by the business. 
  
  Regards,
  
  *******************************
  

  Customer Answer

  Date: 08/07/2023

  [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: ********
  
  
  
  I am rejecting this response because:

  From: ******** ******* <***********@*****.com>
  Date: Mon, Aug 7, 2023 at 10:50 AM
  Subject: Complaint ID ********
  To: <*******@mybbb.org>
  
  Good morning ******,
  
  I have been in contact with **** ****, a manager from Dedicated Van Lines. I received a response to my complaint on August 1st with further instructions on how to request my refund. I sent an email to the address that was included in the response and received a response from **** **** on August 3rd. During that ommunication I was told that I'd receive my refund via ***** on Friday August 4th. I haven't received my refund, my emails haven't been answered and my phone calls haven't been returned. 
  

  Regards,

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

  Customer Answer

  Date: 08/10/2023

  From: ******** ******* <***********@*****.com>
  Date: Thu, Aug 10, 2023 at 1:04 AM
  Subject: Re: Complaint ID ********
  To: <*******@mybbb.org>
  
  Hello ******,
  
  I wanted to let you know that I have received my refund from Dedicated Van Lines. Thank you for your patience with my case. Have an amazing weekend!
  
  Sincerely,
  
  ******** ******* 

• Initial Complaint

  Date:06/05/2023

  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.

  On 4/20/23 we hired and gave a deposit of $800 to Dedicated Van Lines for an estimated $3,000 move from Vandalia, Il. To Hermann, Mo. Our interactions were done with **** ****. At the time of determination to hire, my husband informed *** **** of all the items were needed moved. He is a military collector and had a WWII motorcycle and a 550 lb torpedo that needed to be moved (main reason for hiring a moving company). *** **** gave us an estimate of $3,000. He said he would send a box truck, my husband informed him at that time he did not believe that would be large enough. We hired the company with the deposit and scheduled move for 5/1/23. On 5/1/23, at approximately 12 noon, 3 men (******, ***, and *******) arrived with a box truck. They immediately assessed the situation and called the company to say this could not all be done in one day with a box truck. We were then told we would owe $3, 000 more. At that point we paid because we were packed and needed to relocate. The men immediately began inferring if they were tipped nicely “they would take care of us’. We told the them and labeld items that were not to be moved. This included a deep freezer in the garage and a big box TV. They brought the old TV to the residence and refused to follow simple instructions. We asked if they could please move the beds first, ****** (foreman?) ignored this request. The first day they loaded from 12 noon to approximately 8:30 pm, in our view. They wrapped items, carefully loaded etc. We left the old residence at approximately 8 pm for the 2 ½ hour drive to our new residence, they were to lock up and follow. They left the residence unlocked, garage door open, and lights on. They stayed overnight somewhere with our belongings. They arrived on 5/2/13 at our new residence at 8am. They immediately complained because we lived on a hill. At one point my husband caught them throwing a radiator heater out of the truck, down the hill. He politely asked them to be more careful. The truck was unloaded in 48 hours and things taken to the rooms they were labeled for except the dryer which was left in the middle of the dining room. They returned to the old residence to get “remaining” ITEMS. They arrived there at approximately 2pm. My son was available to let them in. Soon after they arrived they had my son call and say they could not move the torpedo. My husband asked to speak to Chriss. He claimed they could not move it “without breaking their backs”. A slight dispute ensued. My son said then ****** began to cuss, was throwing things, they were not wrapping items, etc. They also took my husband’s gas cans and dumped out approximately $100 worth of gasoline into our yard, a residential area which is an EPA violation. From that point ****** refused to answer our phone calls. At one point my son observed Abraham sleeping in the truck on our box spring and mattress (wasn’t able to get a picture). They arrived at the new residence at 2am in the morning with the 2nd load. They had no lights on the truck so my husband had to run his truck lights. They refused to take the remaining items to the designated areas labeled and unloaded them all into a stone barn on the property. For days my clothes were stored with my shovels. They did assemble one bed but not the rest of the furniture. They left at 3:30 am. They did not bring the torpedo along with numerous other items. Two days later my son went to the house to mow yard. He found the deep freeze that were not supposed to move unplugged. Over $500 of meat and frozen food was destroyed. On top of the freezer was a bottle of rum (that was in our refrigerator) that was empty. He also took pictures of the damages to the house and the area where the gas was poured out. We paid $6000 for a move. Our old residence had a chandelier destroyed, hard wood floors damaged, scrapes and scuffs on the walls and stairs, numerous items throughout that were left, and a large destroyed patch of grass where the gas was poured. They damaged an antique lamp and military collectible. They destroyed some plastic shelving and scratched my $10000 bedroom suit all to pieces, not to mention a $500 loss of meat and food. We have had to make at least 2 trips back to get items and still to date to not have everything moved. I feel we are entitled to reimbursement of at least ½ because of damages and the job not being completed. I have spoken to **** **** several times concerning the matter. He stated that “apparently he under estimated the job and should have sent a big truck and 4 men. He also said they are told never to deliver after 4pm. The last call to *** **** was on June 1st. He said he had sent the complaint higher and copied me on the email. I never received the email and he has not returned calls. These 3 men should never be allowed to move anyone again.

  Business Response

  Date: 07/12/2023

  It would be my ABSOLUTE pleasure to answer this complaint. This could have easily been handled, but instead the client wants to take zero responsiblity to either the quote they signed up for, OR the additional work needed to perform the actual work at hand. We were requested to provide 1 26 Foot truck, 3 workers for 7.5 hours of LABOR at both Illinois AND Missouri. The travel time was seperate ( 299 miles away which is why I stressed the importance that anything not fitting in ONE truck will not be able to be moved, and that 2 trucks will not be much more money if we reserve it ahead of time. I was told "No, one truck should be fine if they pack it good." Which is incredibly untrue. The torpedo handling was put on the quote (not charged for, as you can see, it clearly says .01 (one cent) so it  shows up on the contract, but they did not have ROOM for it. That was the only item listed, it was your responsiblity to let the men know what you wanted loaded first, knowing before we even started that everything wasnt going to fit, and we told you this..
  
  Beyond that, you disputed your credit card charge for $1300 AFTER we rendered the services and completed your move, so you stole from us. 
  
  If you have claims, theres a process for that, if you have a compliant, theres a process for that. But for you to cancel the payment you made to us AFTER having our guys do DOUBLE the amount of work we were hired to do is very disrespectful and what is wrong with the modern day business communication. We had a contract. The contract CLEARLY says the following: 
  
  Service Summary 
  Working / Labor Time start when our movers arrive to your pick-up location, loading your shipment into our truck, driving to the destination (travel time) which is a FLAT RATE quoted above in your estimate, delivering to the new home, unloading, reassembling and putting the boxes/furniture in rooms as required. 
  
  Meaning, If you EXCEED the 7.5 hours labor, or you need a second truck, we would need to then add it to the quote. 
  
  You having spoiled meat as a claim, not thinking these are things you needed to hadnle on your own, since we dont move food....and having complaints along those lines should just show anyone reading this complaint exactly the type of client we are dealing with.
  
  My movers LEFT because your husband wouldnt stop calling them nasty names, swearing at them, and being rude. We do not subject our movers to any types of abuse and can refuse business to any client we feel is behaving inappropriately. 

  Customer Answer

  Date: 07/12/2023

  [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: ********
  
  I am rejecting this response because:
  
  Their response is all untruths.  My husband told **** he could not get it all in one box truck.  **** even told me on one of my many after calls that he under estimated the job.  I was told by **** he was filing a claim and a complaint but never heard back from him.  I would have liked to have worked the issue out with them.  He would tell me he would copy me on and email and would never get it.  I never cancelled any credit card payment!  My husband was not at all abusive.  We went and picked up lunch for them.  The only time my husband got angry was when he saw them throw a heater down the hill, he asked them to please be more careful.  He finally did tell them to leave at 3 am day 2 bc it was evident they were not going to put the furniture together bc the “had to be in Chicago at 6am”.  The spoiled food was in the freezer to be moved by us.  They were told not to move the freezer.  Why did the unplug it and leave an empty alcohol bottle on top?  (Our alcohol).  As to it being our responsibility to tell them what we wanted moved first, we did, ie we wanted beds moved first, they arrived last.  ***** “the foreman” refused to take directions.
  Regards,
  
  ***** And *********
  

  Business Response

  Date: 08/01/2023

  The contract is simple. It says ONE TRUCK, 3 WORKERS. at any time you could have called and updated it to two trucks if you felt one wasnt enough. You had over a month between booking and us picking you up to ask us to update your quote. We wouldve then added another truck, as well as another mover for you, and solved the issue we had no idea we were about to face. It does not say anywhere on our contract we are obligated to take any certain items, we did not have a charge to move the "torpedo" so it isnt able to be refudned. 

  Business Response

  Date: 08/10/2023

  The contract is simple. It says ONE TRUCK, 3 WORKERS. at any time you could have called and updated it to two trucks if you felt one wasnt enough. You had over a month between booking and us picking you up to ask us to update your quote. We wouldve then added another truck, as well as another mover for you, and solved the issue we had no idea we were about to face. It does not say anywhere on our contract we are obligated to take any certain items, we did not have a charge to move the "torpedo" so it isnt able to be refudned. 

  Customer Answer

  Date: 08/10/2023

  [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: ********
  
  I am rejecting this response because:
  The person who we first talked to, ****, insisted that only one truck was needed even when we said we did not think it would be enough.  Again, **** said to us, I guess I underestimated the job.  They gave no reply to any compensation for damages to TV, furniture, lamps, flooring, and walls.  I was told by **** he would send the pics up and file a report.  We have not heard anything.  In their previous response they blatantly lied about my husband being rude, about us stopping payment.  I notice this is not addressed in their second response.  Nor did they address why furniture was not reassembled.   This company owes us some compensation for damages as **** promised he would forward.  
  
  Regards,
  
  ***** And *********
  

  Business Response

  Date: 08/23/2023

  This IS **** responding to your complaint. That is completely incorrect, if that was the case, you couldve send an email, or called and changed your contract to more trucks. I did NOT state you needed one truck. I asked your husband if he wanted one truck or two for the quote and he said exactly thsee words  "one truck should be enough to get it done". 

  The contract isnt for us to move everything out of hte house, our contract is for a certain amount of men, for a certain amount of hours, which we went above and beyond. 

  You're confusing the contract w/ the job being completed. The only way we couldve completed the job was with the proper amount of trucks and men upon reservation. 

  Customer Answer

  Date: 08/29/2023

  [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: ********
  
  I am rejecting this response because:
  **** did NOT address the damaged property!  Also, my husband said one semi truck not one box truck.  **** is not being truthful and he himself told me he underestimated the job.  We are due some compensation.  I look at damaged items everyday.  The movers were angry bc the job was underestimated and were not careful with my belongings.  
  
  Regards,
  
  ***** And *********
  

  Business Response

  Date: 09/18/2023

  That is impossible, we dont use semi trucks for local moves. Due to accessability. Our tractor trailers are only for long distance jobs. You were not on the phone call, so you are just stating misinformation unfortunately. We were hired to do a certain amount of hours, with one truck, and the amount of men we brought. We finished what we were hired to do. THe issue is, we were told it was a lot less than it actually was, creating the issue. I wouldve easily brought two trucks if we were told, we have no reason to come underprepared on purpose, it doesnt help us, or you. 

  Customer Answer

  Date: 09/19/2023

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** And *********
  

  Customer Answer

  Date: 09/19/2023

  I was sitting in the room with my husband while he was talking to ****.  I heard him say one box truck would not be enough.  I want the business to address compensation for damaged items that I have provided pictures.  At no time, in any of the responses, have they denied damaging items.  There was bound to be damage when unloading in the dark at 3 am.  Nor have they addressed why none of our moved items were reassembled.  I will stress again, we were never mean or rude to these movers not even when they were throwing our items down a hill, refused to answer our calls or when they continued to pressure us for a tip.  I believe we should receive some compensation back for poor planning on ***** part by not sending enough men and proper truck and for damages which **** assured me he would forward a complaint on.  Where is a copy of the forwarded complaint on the damages?

  Business Response

  Date: 10/02/2023

  As per the agreement, you will need to go through the claims process for any damages. You will also need to forward your information to the 3rd party claims company. We will reach out to them again as well. 

  Business Response

  Date: 10/03/2023

  Date Sent: 10/2/2023 1:53:09 PM
  As per the agreement, you will need to go through the claims process for any damages. You will also need to forward your information to the 3rd party claims company. We will reach out to them again as well. 

  Customer Answer

  Date: 10/03/2023

  [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: ********
  
  I am rejecting this response because:
  Way back in May, we attempted several times to resolve the issue with ****.  He told us he was investigating our concerns and to send him pics of the damaged items.  After several calls, he stopped responding to us, we  requested copies of documents  he supposedly filed on our case  and he never sent them, this was  when we finally resorted to  contacting the BBB.  Now he says file a claim when we thought he was doing this.  I did receive a claim form by email yesterday from a ******* at dedicated van lines.  I completed the claim but noted that it said I have 120 days to file.  We have exceeded that time frame.  Today they responded they cannot read the report.  I only received 2 documents from dedicated van lines, a down payment receipt and what the movers gave me when I payed the remaining amount on day of move.  It is unreadable.  There is no inventory sheet to provide them because we were never given one.  Then **** made false accusations that we stopped payment, which we did not!   This has gone on long enough.   That being said I am requesting dedicated van lines email me all documents they have on this move so I can file the claim properly (if I even can because of time limit) or return 1/2 of what we paid for this move due to the items that were damaged ( pics already provided and a few more will be added that we found after unpacking, ie paint removed from excessive use of tape and scratches to my heirloom bedroom set they were delivering at 3 am in the morning) and the job not being completed in a timely and efficient manner.  These movers were very rude and careless with our possessions.  All this has caused undue stress not needed during an already stressful time. I must look at the damaged items everyday.  The professional thing to do is to reimburse us 1/2 of the money.
  
  Regards,
  
  ***** And *********
  

  Business Response

  Date: 11/07/2023

  Requested the paperwork from the agent, here is the estimate, which we completed. Its not based on the item, its based on the men/trucks and hours for local moves. 

  Business Response

  Date: 11/07/2023

  Date Sent: 11/7/2023 11:36:36 AM
  Requested the paperwork from the agent, here is the estimate, which we completed. Its not based on the item, its based on the men/trucks and hours for local moves. 

  Customer Answer

  Date: 11/07/2023

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** And *********
  

  Customer Answer

  Date: 11/07/2023

  I rejected the businesses last response because it was not a response.  It is an apparent estimate that I have NEVER viewed until today.  The original estimate was approximately $3000.  THe day they arrived and finally reviewed the contents of our home they doubled it.  The estimate says 2 trucks and 4 workers, we received 1 box truck and 3 men.  Please note this estimate does not have our signature.  Again I am requesting 1/2 of the $6600 dollars back for damages, not reassembling the furniture and for pain and distress this has caused.  Sadly, **** seems to be creating documents as he goes, unless he can provide me with a signed copy of the of the reciept.  If so, I will apologize.  I think it past due that this this complaint is settled.  THank you.

  Business Response

  Date: 11/08/2023

  So you're saying that wasnt your estimate? Then please, do me and the BBB and yourself a favor, please submit to me what your quote looked like from us. Since you're going to "signatures" meaning anything. You hired us for a certain amount of trucks/men/hours, and we completed it. Period. 

  Customer Answer

  Date: 11/10/2023

  [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: ********
  
  I am rejecting this response because:
  I am not saying we were not verbally given 1/2 of the estimate on the phone and sent the down payment of $800.  However, on the day of arrival, it the estimate was doubled and we PAID it, you originally alleged we stopped payment.  The estimate you provided to BBB says 2 trucks, 4 men.  We received 1 truck and 3 men.  Therefore, you did not provide the services on the estimate.  Three men and 1 truck moved most of our items, NOT ALl.  The torpedo, a barber chair and other items were left.  Please note the torpedo was on the estimate you provided recently ( again first time I have seen this).  The torpedo was left.  This one truck and 3 men took 3 days to move us, 2 trips, and finished at 3 am in the morning.  Furniture was left I assembled, they were throwing items out of the truck, down the hill and numerous damaged were incurred (photos previously sent).  You violated EPA laws by dumping gallons of gas in a residential area.  Your movers were rude, disrespectful, (asking constantly for tips and food).  Again, this was very poor service and business.  No one should have to go through anything like this.  Respectfully, I am requesting a refund of 1/2 of what we paid upfront.  At this point with all the unanswered phone calls, lies, and I believe falsified documents you have presented in this chain, if we have to hire an attorney, we will ask for a complete refund.  Right now we are willing to compromise for 1/2.  
  
  Regards,
  
  ***** And *********
  

  Business Response

  Date: 11/16/2023

  It wasnt "half" it was the full quote based on the info provided. Which you obviously agreed with at the time because you left a deposit and locked it in. 

  Business Response

  Date: 11/16/2023

  *************** Movers LLc - ****
  **** *******
  Chicago, IL *****
  DOT: ******* MC: *******

  This is the carrier that completed the move. 

  You can contact them directly. The owner ****. His number is ************. We are doing our best to facilitate the discrepancy with the "quote" but the damages need to be filed with the agent directly, we will assist any way we can.

  Customer Answer

  Date: 11/17/2023

  [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: ********
  
  I am rejecting this response because:
  I am in contact with CSI, you  referred me to AFTER I filed the complaint with BBB, but have heard nothing from them since providing paper work.  These were people you never told me about until later, that I was suppose to send claim to.  I will attempt to call the people you referenced in your last response, however, this is something I believe should be your responsibility.  When I say half, we agreed initially to a $3,000 plus bill and deposited $800.  On the day of the move, when movers arrived, it was double to $6,000plus.  Due to time constraints we paid it but at the time did not know what a disaster it would be, how they would damage things, and not complete the work.  This is why I immediately reached out to ****, whom we had scheduled the move with so we could work out the issue without going to these lengths.  He seem very unconcerned and unresponsive and was hard to reach.  I still maintain we should be entitled to half the fee back and this can be resolved.  Thank you.
  
  Regards,
  
  ***** And *********
  

  Business Response

  Date: 11/27/2023

  It was double due to you needing double the amount of labor. I really feel this is going in circles. The agent handles the claims, not us. I dont know what else to do at this point to assist.

  Customer Answer

  Date: 12/09/2023

  I do not want this case closed.  I believe I have responded to all the emails that I am still unsatisfied.  I expect some compensation for damages.

• Initial Complaint

  Date:04/24/2023

  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.

  1. The rate was almost $1,500 more than I was quoted. 2. They actually tried to cancel my move last minute-- it was the Easiest pick up a mover could ever have. Everything was in one small storage unit with elevator and the truck pulled right up to the door 3. The sales person would not reply to me. 4. When I reached one of the owners he was extremely rude I've never been spoke to in such a horrible way by someone I'm paying for a service. They had all of my belongings so I felt like it was being held hostage. I had already paid 75% up front. I was promised 3-10 day delivery from Maryland to Florida (16 hour drive). I received my items on the 12th day. I told them when scheduling that the delivery address had 2 flights of stairs, he said no problem and would not effect the price. When the truck arrived they tried to charge me more and I refused. I'm still missing 3 items from The list they made and numbered. NO one will return my calls or emails!

  Business Response

  Date: 05/10/2023

  
  1. The rate was almost $1,500 more than I was quoted.

  The price went up because you had almost double the items.

  2. They actually tried to cancel my move last minute-- it was the Easiest pick up a mover could ever have. Everything was in one small storage unit with elevator and the truck pulled right up to the door

  This is because of how the movers were spoken to. 

  3. The sales person would not reply to me.

  see above

  4. When I reached one of the owners he was extremely rude I've never been spoke to in such a horrible way by someone I'm paying for a service.

  I personally spoke to you, you in fact were very rude, I was just telling you all the things you were complaining about were on the contract you signed.

  They had all of my belongings so I felt like it was being held hostage. I had already paid 75% up front. I was promised 3-10 day delivery from Maryland to Florida (16 hour drive). I received my items on the 12th day. I told them when scheduling that the delivery address had 2 flights of stairs, he said no problem and would not effect the price. When the truck arrived they tried to charge me more and I refused. I'm still missing 3 items from The list they made and numbered. NO one will return my calls or emails!
  
  Yes, thats our rule, 30% deposit, 35% upfront the remaining 35% on drop off. Thats what it says on everything we send you from your first quote to your final booking order. The delivery did in fact take 3-10 business days, 12 days is within that window. Even though its 16 hours, its always consolidated, you had a small move, we dont just take your stuff and drive straight. 

  Customer Answer

  Date: 05/19/2023

  [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: ********
  
  I am rejecting this response because: #1 No one ever called me back and according to their list I don't have 3 items. I still can't even figure it out because I can't read the writing. #2 Their Customer service was horrible and how I was spoken to. I'm the paying customer!  I work in customer service too and I would have NEVER spoken to a client they way they spoke to me. #3 The length of time of delivery is unacceptable for that short of a distance. #4 The third company I dealt with that did the delivery did not even offer to put my bed together and that was supposed to be included. Picking up this shipment from a storage unit is the easiest move you can do, I expected service on delivery since I made it so easy for pick up.  About 16 months ago I moved from Miami to Annapolis and paid half the price for the same amount of items and received it in 5 days. Your cost and delivery time is unacceptable. I expect a partial refund for the time and terrible service. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 09/18/2023

  We have a claims process that we can assist, if its hardware we will gladly replace the hardware if the client can let us know the type of bed we will hadnle it asap 

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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 reached out to Dedicated Van Lines/**** in April as he was a ****** Local Certified listing. I now know **** uses fake 5 star reviews and that is how he has been able to maintain his position in these listings while scamming people and harming their livelihood. **** told me on multiple occasions he was NOT a broker and that they were his drivers and trucks. That is a lie. **** also grossly underestimated the amount of space I needed in a truck so that his quote would be the most competitive. It's a predatory and immoral way to earn business. My quote for my move from **** to ************** for my things including things such as my bedroom and furniture, couches, a full gym and many other things came out to $2800. When the movers arrived on Oct 1, 2022 they immediately told me I had much more than they were expecting. **** estimated my items to take up HALF of what they actually did. And this is after two calls with **** listing everything in my house. He chose to not include most items and not list them for the movers. The movers told me and I quote "that's bullsh!t" when I told them **** said he wasn't a broker. They told me this happens "ALL THE ***** when they receive work from him. I ended up owing an additional $2800. my items were damaged in the process and only one, non-English speaking mover arrived Oct 8, 2022 to deliver my things. **** will not respond to emails and has victimized countless others in the same way. I have attached screenshots from other victims as well as some of the example fake reviews. You'll notice they have "one contribution" and are not real people.

  Business Response

  Date: 11/01/2022

  we are only allowed to take what is on our list for our price sent. Any additional items are charged for the extra space prior to loading. There were several movers there only of which one did not speak english. I do not see how this effects his ability to be a great mover. 

  Customer Answer

  Date: 11/09/2022

  [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: 18207081
  
  I am rejecting this response because: First and foremost the person that responded (I'm assuming it is ****) completely failed to acknowledge the following

  - He told me on multiple occasions he was NOT a broker when he is indeed a broker. He told me these were "his guys and trucks" when they are not

  - He is lying about the mover situation. 2 men picked up my items in **** and yes they spoke broken English and I was able to communicate with them. They sent ONE man to unload my truck worth of items and he did not speak English. He had to use a translator on his phone that was shakey at best. He told us with his translator that he had just recently moved to the ** from ******. That he was an engineer back home and not a professional mover. It took him 7 hours to unload my items because they sent him alone. I had to call his manager, ***, because he could not understand when I was telling him to "slow down" and "be more careful" in English. He banged furniture into walls, chipped artwork, did not finish putting my bed together. The original movers also BROKE OFF the wheels on my furniture rather than taking it off which I recently discovered. 

   

  I paid for PROFESSIONAL movers and got people that did not care about the well being of my property at all. People with little to no moving experience that were extremely hard to communicate with because of the language barrier.

   

  As for the comment about the movers only being able to take what they were told. **** neglected to thoroughly tell the movers what I had. Instead of saying "exercise bike, treadmill, weight rack, bench etc..." he put "exercise equipment" so they had NO CLUE what they would be picking up that day and the space allotted was not properly prepared. He can play innocent all he wants but he is a conman, the ****** reviews show I am one of countless people he has done this to and he shouldn't be able to be a broker, quite frankly the man should be in jail. I know I won't see a refund because this entire thing is a scam. They have you pay via multiple different payment methods to different vendors throughout the process so it is hard to track and prove. The whole thing is the worst experience I could have imagined for spending over $5000 to have my items safely moved with care. They were not
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/19/2022

  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 called Dedicated Van Lines and arranged a moving date for 8-13-22. I was quoted a price of $1600.00 total for the move. They asked for a deposit of $600.00to be paid immediately by electronic check, which I did. I asked them who to make the cashiers check out to for the remaining balance of $1,000. I was told that he did not know the name of the agent yet and would call back with that on Friday, which they didn't do. The person I spoke with said his name was Ryan.On moving day I was told they would arrive between 8am to 11am. When they were late I tried to call and was eventually told the would be coming later in the afternoon, they never showed at all this day. At one point I was told that the driver has an accident and that my move would be the next day on 8-14-22. After getting the runaround they also didn't show that day. When I tried to contact the main number, the mailbox was always full. I was then promised that they would come Monday morning. They did not actually arrive until around 4 pm on 8-15. The driver did not pull into my driveway but parked on the side of the road across the street. I believe he was representing A company called ****** ****, as that what was stamped on the back of my electronic check. He said is name was Dan. He came through the house and I showed him what I needed moved, which was the same as what I told Ryan originally. He say oh no, this is going to take me 5 hours and said I was going to have to pay more than the $1,000 balance I was quoted. When I heard this I asked him to vacate my property. Yes, I was angry. I want my $600.00 refunded. These people are scam artists.

  Business Response

  Date: 08/24/2022

  This is a very confusing complaint...We do not accept cashiers checks on delivery for local moves, certified funds would be postal money order or cash as stated on the contract. Also, the quote was a local move, quoted on hours..the final price is determined on how many hours the job actually takes...if it took one hour over, thats why you were charged for the extra hour..thats how the contact is calculated and it is very clear in the order for service how we calculate: 

  Here is the terms of payments where you would see cashiers checks not accepted : TERMS OF PAYMENTS: Upon booking, a deposit of 30% is required in the form of **** or Master Card (a 4% admin fee for any credit card charge amount will be waived). Upon pickup, 50% payment is due. The remaining balance must be paid in full upon arrival of delivery (prior unloading your shipment) by CASH or POSTAL MONEY ORDER only.

  Here is the one sentence (not fine print) that we explain how the quote is calculated very clearly:

  Working / Labor Time start when our movers arrive to your pick-up location, loading your shipment into our truck, driving to the destination (travel time) which is a FLAT RATE quoted above in your estimate, delivering to the new home, unloading, reassembling and putting the boxes/furniture in rooms as required. 

  We are rejecting the request for  refund because we do not see a reason why one is due.