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:02/22/2024

  Type:Order 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.

  Contacted Virgin Moving and Storage about price to move goods from my apartment in ****, ****** to ********, Virginia. Was quoted $3000. I paid $1200 by **** app up front. All of my goods I had boxed up and sealed. Mover arrived minus the helpers and moved my goods to a moving truck. I arrived in mid-June to my daughter's home in **************, Virginia. I wound up being in the ** hospital for an antibiotic resistant infection.The mover ***** put my goods in storage and has never told me which storage unit in Richmond they are in. Since then, another $2300 was paid and delivery was promised but never happened. Currently he is asking for $2500 more, or he will put my things up for auction. I have asked many times for a payment plan and the location of the storage unit. My father's military belongings are in there along with all my clothing and everyday necessities. I am a 65 year old disabled veteran who wants her belongings so that I can be healthy. I do not get much disability, but I can manage a payment plan to recover my belongings.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair 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.

  I filed a claim with ***************************** and was authorized to receive $57.60 for lost items. When I didn't receive the check, I contacted ***************************** and was told to call the carrier. The phone was answered by ***** who told me Virgin was out of business and no money for me. I believe ***** changed the name of the company from Virgin to Call Me Van **** to stop me from receiving my payment. ***************************** also refuses to help me.

• Initial Complaint

  Date:10/29/2022

  Type:Billing 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.

  I paid this company almost $6000 to move my stuff ************************ It was a small amount of items that should have been delivered no problem. They tried scamming me out of another $3000 when they showed up to pick my stuff up. I had to call them and threaten to not use them if they were going to up charge me. Then a week before delivery they called me and said they couldn't deliver my stuff on a tractor trailer and that I had to pay for a smaller truck rental. Another $800 gone. When they delivered my stuff part of my couch was missing a part of my bed frame. Can't use either of them now. I called at least 10 times trying to get a claim started to get my money back for those items. They said since I didn't purchase insurance that there was nothing they could do. I paid them almost $6K and they did NOT deliver all my stuff. This company needs to be stopped.

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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.

  I contracted originally with someone named ***** in ****************** with the company called ***************************. I was moving ********************* the schedule date for pickup was September 17th 2022. I paid ***** some $1,800 to start the transaction not realizing he was simply a broker. The movers showed up from Virgin moving and storage and I paid them another $3,700 on Saturday September 17th. I was told the truck would not be leaving ************** until Monday the 19th and would not arrive until Wednesday the 21st. Well on the road **** of Virgin movers called and told me my check had bounced causing me severe stress driving alone 1800 miles. I contacted my bank and they told me that the funds were available on Saturday the 17th when I gave the movers the check. Upon arrival in ******** I was told I owed another $7,000 cash!! This was far more than any amount I had been told however being distraught from driving 1800 miles alone I paid the money. After going over my records there was a $3,500 discrepancy discrepancy. When I contacted **** I was told that it was for expediting the move which I never asked for and I would have preferred that the delivery come at a later date so that I didn't have to try to beat the truck to ********. **** told me to take it up with my broker evidently that's *****. I have emailed I have called repeatedly too much and **** with no further response from anyone. There is absolutely no record of me ever requesting that my shipment be expedited because I never asked for it to be expedited. I want to be reimbursed for the fraudulent charge of $3,500 plus damages for the emotional stress these gangsters have put me through. I just lost my husband which prompted my move ************ ********. The last thing I needed was to be taken advantage by these people. I fully intend to file suit for total reimbursement plus emotional damages.

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service 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.

  Brokerage Company: ****************** CS: *********** Order No.*********** Movers: Virgin moving and storage Driver: Manager: *************************************************** Official pick-up date:9/28 or 29 Actual pick-up date: driver came on 27/ 2022 with no notification from both 1st transaction to ****** on 9/23/2022: 1234.80$ ******** Virgin: $ 3,200 27th, 2500/2091 30th customer service at ****** sent an email on the 26th, did not mention the change of service date. Called Alissa moor on the same day at *********************** multiple times but she did not answer. On 9/ 27, the driver showed up at 8 am we called ***** many times and left voice mails to notify her that the driver came on a different date and we had a medical appointment and we had to prepare our apartment before the movers arrive but she didn't answer Someone answered after 2 hrs of calling and refused to transfer us to a manager, you also threatened us with losing our deposit because we (refused the service) that was not provided. The price was overestimated by Virgin Movers company and actually tripled from the initial quote, the price estimate was done before cleaning our apt. and getting it ready for movers. We were afraid to lose our deposit and we were forced to accept the unfair offer. ****** did not bring any helpers to help him pack and we had to pack to help him get things done on time since we had to move from the apartment. He came late on Wednesday 28th: told us that he will start at 8 am and came at 11 am, which forced us to pack our own stuff. Whatever he packed, was not done properly (damaged many items), and loose items got scratched and damaged. They used old boxes and charged us for new, no labels. refused to give us final contract with the job number hung up. Damages are exceeding $6000 We paid for unprovided service, incomplete and had damages to our properties We appreciate your help in getting our money back, please. We are waiting for ****** to reply Thank you

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service 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.

  This company is a scam. I paid thousands to have my stuff moved from colorado to massachusetts. I paid the movers when they showed up (only accepted cash = red flag). They were supposed to move my stuff to storage for a month and then deliver. I called when the month was almost up as instructed, and first they said they had already delivered my stuff. Then they said they lost my stuff. Then that they were looking for a driver. Then they said they didn't do the move job. Then they said I need to pay an extra $500 to get it out of storage for delivery. Then they said I needed to drive back to colorado to get my house worth of stuff. Then they wouldn't return my calls. Don't be fooled by this scam artist of a company that might as well be scum on this earth.

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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.

  8/12/2022 paid 8133.00 Paid for a state to state move **************************** and my items were missing broken and water damaged, I went to file a claim and company was not insured. I am now trying to recover my things and compensation for the damaged belongings. I have not been able to reach the moving company only the broker.

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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.

  On February 22, 2022 I ********** signed a contract with New Horizons Moving and Storage to move me from Los Angels to Fort Worth, Texas. My household furniture, Motercycle and 2 cars.I payed New Horizon $4,441.00. The cars were picked upon May 19, 2022 no problem. I was scheduled to be moved on May 20, 2022, no one showed up, I called New Horizons, was placed on hold for 2 hours after being told I was scheduled to be picked up on the 20th. I was hung up on , called back they were closed. I called Saturday May 21, 2022, spoke with ********, she sent Virgin Moving and Storage, I signed the paperwork, headed to the Airport, left my cousin *************** and the landlord Tracie Lewis there as the loaded up the truck with my belongings. Payed $3,000 to Virgin. I made several call to the company trying to find out where and when will my things arrive, no answer. I got a call from******** the driver of the truck, after my son ************ called and spoke with *************, he lied to my son, did not hear from anyone until July 18, 2022. Job #*******. Trucked arrived July 19, 2022 As I began to unpack my boxes I noticed things were missing, broken, repacked in different boxes. Coins from my bank, power cords to my Electric Recliners, Motercycle mirror was broken $349.98 +$90.00 to replace and labor, touring pack scratched up$450.00 just was freshly painted in May Bedrails and headboard broken, stereo stand and computer desk demolished, printer broken $312.00 it cost to replace.My GoPro Camera is missing and severl other Items. I emailed Virgin on July 8, 2022 no response as of this day. I am reaching out to you Praying you can help me resolve this issue and get my money and Items replaced and repaired.