Complaints

This profile includes complaints for Central Van Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Central Van Lines

  37 Jacobson Dr Poca, WV 25159-7500

  
• 

  Central Van Lines

  1385 Grafton Rd Morgantown, WV 26508-3821

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  Central Van Lines

  5671 Benedum Dr Shinnston, WV 26431-7337

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  Central Van Lines

  123 Lee St Belpre, OH 45714-2366

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  Central Van and Storage

  4801 Grand Ave Ste A Pittsburgh, PA 15225-1521

  

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:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $60 for mattress boxes which I never received since my mattresses were already covered. I emailed David H**** on April 15 and he said he would notify the accountants for a refund. I again emailed him on May 6 and he said I would be getting a refund and he again emailed the accountants, Leah B**** and Rhonda S******* manager on May 6. Neither has responded. Apparently, they plan to ignore the issue.

  Business Response

  Date: 05/12/2025

  The customer **** ***** had her goods loaded on 4/25/25 in Pennsylvania and transported to the state of Washington via ****** VAN LINES. Her delivery took place on or about 5/4-5/25, which at that time the final charges are submitted to the revenue accounting department at ****** Van Lines for audit and a review of any refunds, etc.

  One 5/6/25, *** ***** again contacted the sales rep., David H*****Central Van agent for ****** Van Lines regarding the refund. Since the shipment had just delivered a day or two prior the paperwork had not been received to determine a refund. Ms. ***** was contacted via email from our General Manager, Rhonda C****** and advised of the situation.

  Under Federal tariff, the move is audited and typically it can take anywhere form 30-60 days to audit and refund. Ms. ***** did not allow us more than a day or two at which a demand was made for the refund. She was not ignored by our company. Rather than allow the time for it to be processed thru the vanline, Central Van today 5/12/25 issued a check in the amount of $60.00 which will be mailed to her to close this situation. 

  This was an unfortunate misunderstanding and had patience been afforded, this whole situation could have been avoided.

  With the issuance of the check today and mailed, this will close out the complaint.

  Sincerely,

  Meri-E*** ***********Director of Corporate Quality

  Central Van Lines-agent ****** VAN LINES

   

• Initial Complaint

  Date:04/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  moving bill of 7904.57 on invoice but was charged 9593.12 for a difference of 1688.55 was told truck was over weight but no weight was provided to me was told TVs and mattresses were not included in walk thru but were clearly visible to sales rep. should not have paid 1688.55 over invoice want a refund

  Business Response

  Date: 04/03/2025

  Tell us why here...We are responding to the complaint for a refund from this move. Our General Manager took the opportunity to review the circumstances and charges. Attached, please find all supporting documentation to include weights tickets, the original invoice of charges of $9,593.12 and also the original cube sheet listing of all the items to be transported, which was estimated at approximately 17,000 pounds.
  After our review and audit of the file, our GM decided to have the truck re-weighed to obtain a new light weight for Mr. ******** as the original weight came in at 19,420#. With the reweigh, the new weight came in at 19,180#. Obviously, more items were transported with the weight at 2,180# more.
  You will also find from our salesperson cube sheet that beds and TV'S were included, however she failed to charge on the estimate for the containers, packing and unpacking.
  In an effort to be fair, we have reduced the charges on the weight for the lesser amount and as well in fairness will not charge for any of the containers, packing or unpacking.
  We find the new amount total for the moving services to be $8,891.02 and this will equate to a refund due to the customer of $702.10. We feel this is fair to both parties and hope this is acceptable.
  Sincerely,
  Meri-Elen C*********-Director Corporate Quality
  Central Van Lines  ************  **************************

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:04/14/2023

  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 hired this company to move me from West Virginia to Texas. They estimated the move to be 6,000 dollars. That price included my sleepnumber bed which they said would be no issue. Come the day of the move they could not disassemble the bed for the move. They wanted to charge me 3,000 dollars to move just the bed. I told them I refused to pay that for something they said they could do. We agreed on paying for the disassembling the bed moving it and reassembling. I recieved my main load of things April 1st minus the bed. I have been waiting four weeks for it. They said it would be here April 10th. That time has come and gone no bed. They tried to charge me for both the first load and the bed. I paid the 6,000 for the first load but disputed the 729 for the bed until it is recieved and assembled. They have stopped taking my calls. I called allied movers and they do not know where my bed is and when I will recieve it. I am disabled and need my adjustable bed to sleep comfortably. I just want my bed.

  Business Response

  Date: 04/17/2023

  Ms. ******* contracted w/ Allied to move on 2/24/23 original estimate given. Note: No sleep # bed. only 2 single matts. Cost $5,943.53. Load 3/24 to deliver by 4/10 WV -TX. Day of load 3/24 Ms. ******* decided now to move the sleep# bed after driver arrived. Sleep# bed is a specialized item and must be disassembled by a 3rd part company. Driver is not trained or equipped as he is a long distance driver. A customer cannot decide on move day and expect that to occur with out pre-notice/planning. Customer left house with driver at load because she also planned her flight for same day as load?? Driver could not take bed and our office could not get in touch with customer to authorize 3rd party. Bed left and PU up by us locally to be shipped to her after 3rd party services. Her delivery spread was thru 4/10 and she received main load on 4/1/23 to a mini storage unit. The bed was serviced and shipped on 4/6/23 and it delivered to her on 4/14/23. She did not wait 4 weeks for her bed but rather 13 days from original load on 3/24 and only 4 days past 4/10 delivery spread. If customer disabled, then why was bed not set to move with main load and only decided on load day. This was complicated by customer and then leaving on move day. The bed has been received and should consider this closed.  SEE ATTACHMENTS VERIFICATIONS on CHANGES ETC.

  Meri-Elen Castellano

  304-223-7336 Central Van Lines