ComplaintsforSky Van Line, Inc.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend and I recently moved from California to Oregon and used Sky Van Line. They were contracted through Nationwide Moving Services, a moving broker. While they were fine in picking up my stuff, getting it afterwards was a more difficult process due in part to things being lost and broken. The person who dropped our stuff off was not actually a Sky Van Line employee, but rather an independent contractor. He did not tell us this until we asked repeatedly for an official invoice for added moving costs from the office (more than $500 because our apartment parking area could not accommodate an 80-foot semi-truck), which he was unable to provide. When we pressed him repeatedly for an official invoice, he finally said that he was contracted out. We were required to pay the additional costs to his personal paypal account or we were not going to be able to get our things back. During this conversation, when asked why he could not provide an invoice and our hesitation to pay extra costs because of that, he also threatened to "leave (our) shit on the street" if we did not pay. Once we got our things, multiple items had been broken and/or damaged and we realized a few days after that a box was missing. The box contained $1500 of assorted artwork and other household items including blank checks and an old bottle of prescription pain killers. I do not know where the box went or when it disappeared during the moving process. When he dropped things off, we were told verbally that we had 90 days to look over things and find anything that was broken or missing and file an insurance claim if needed. With that understanding and to end what was a very tense interaction we signed the paperwork and filled out the claim. However, we were not awarded a claim for the missing box because they said that signing the paperwork meant that we had agreed that everything was there. We feel that we were misled in what had been explained to us during the drop off.

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/12/23) */ We picked up the customer on 7/22/2022 on the attached contract the customer did not note any boxes that were packed buy them that exceed $100 per pound per article. On 8/20/22 we did deliver their items four days after their FADD. We do not open any boxes to steal items. We only transfer the items if the boxes break past fixing, to secure them properly. Boxes do get damaged during transport; this can be due to improper packing when done by the customer. The driver was mistaken about the length of time a customer has to place a claim. They do have 9 months. The customer did sign the inventory stating everything was there and clearly did go over the items before the delivery person left because there are several items noted on the inventory(attached) that they have damages. The driver is a contracted employee that drives the company owned tractor trailer. Also, all the additional fees at delivery are to go to the driver to pay for the shuttle and the additional labor. That is why it goes to their account. As for the behavior of the driver, we have talked to him, and he has been advised that behavior like that will not be tolerated. On 08/29/2022, we emailed the customer instructions on how they can file a claim. We have also advised the customer that they have 9 months to place a claim. They did place the claim but have not approved the claim with CSI Pros.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Sky Van Line to help me move from ** to OR, the move-out date was 9/10/22 and the move-in date was 10/1/22.There were a number of massive problems, at the core this is a company that utilizes predatory business practices -- One price quoted, ultimate price more than 2x that - With 30% more boxes - Original sales rep unreachable - Didn't know about actual price until 2 days before move, too late to make alternate plans - Movers on OR end were a joke, should be throwing suitcases at the airport - Broke things in the house, smoked pot multiple times while working - Sold an insurance package without any info on very specific requirements for how to file claim for broken, damaged or missing items - Many, many things broken - Settlement on claim for over $3,200 in damaged or missing items is suggested at less than $73.00

  Business response

  12/06/2022

  The customer booked through Relocation Nation Moving no visual was done before the pickup and the estimate was 632 cf and 85 items. We picked up the on 9/10 and the actual cf was **** and 119 items plus $375 in materials. Anything prior to the pickup date should be directed to the broker. We do not have anything on an insurance package the customer opted for the basic valuation of $0.60 per lb. They were not charged anything for insurance. Unfortunately, since we did not pack most of the items, we do not know how the customer packed them and if they were packed to make sure there would be no damages during the move. I have looked at the customer claim they submitted, and most all of the items were packed by owner. I do not see anything on the claim of missing items and we have no record in writing of any missing items.
  See Attachment/File: ******* **********************pdf

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So we hired Trinity Relocation group to contract our move to get the best price. They originally quoted us 9.7k to go from California to Florida. They took an over 4K dollar deposit by check, only way you can pay is through checks or zelle (money you can never get back). Both companies require payment this way. This is done intentionally. We redo our inventory after all our belongings were packed and we had exact numbers of boxes. New inventory gave us a higher cubic ft of space, so we had to add additional money to the deposit to get the movers to come. So we add another 1.5k. The day the contracted movers from Sky Van lines come (two days early) they tell us it's going to be 16-18k. We already dropped almost 6k on the deposit we can't get back so we reluctantly agree. After all our things are packed they hit us with a 27k dollar bill. We have no way to afford this. We would have never agreed if they told us this price in the beginning. And they know that. Massive bait and switch scam. Accepting only payments you can never get back and holding your belongings hostage. NEVER USE SKY VAN LINES OR A BROKER LIKE TRINITY RELOCATION GROUP. They will lie to your face about the price and up charge you tens of thousands after they have your belongings. The movers themselves are good people who work hard, but the man in charge is a thief. They even packed things they weren't supposed to. My three suitcases I needed for the next 45 days I won't have my stuff. And they're refusing to give them to me till I pay the first payment of 16k dollars. Which of course doesn't include the final payment due at arrival of my new home in Florida. I don't have this money. I was way over stretching to make the 16-18k work. I don't know what to do anymore. Our self made inventory had a little over 200 items and so did their own inventory they did of our items. So where's the disconnect? We gave an accurate inventory with the exact sizes of everything, our price should have never changed

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/12/06) */ We can't speak for the broker Trinity, but we received the estimate that was done without a visual to get the correct cf for the move. According to the estimate the pickup window was for 10/29/2022-10/30/2022. We scheduled it for 10/29. We did not come two days early. We came during the estimate pickup window. The original estimate was for 1575 cf and 205 items. When we arrived at the pickup the customers had 3327 ft and 367 items and $1490 in materials. Our crew had to call in another crew to help them with the additional items and an additional truck to pickup everything. The foreman explained all of the additional charges prior to beginning the job and the customer agreed to these charges. The customer could have refused and since we were two days earlier could have had another moving company come out to do their move. They did not and so we proceeded with the move. During the move some of the crew did take 3 suitcases that were not supposed to be loaded and we returned those items immediately to them at no extra charge There was no bait and switch or scam. Everything was explained and the customer was not forced in anyway to move with us. Their broker would have sent a different company to do their move. The customer did reach the broker and talked with them about the price and were told about all the extra items they added at pickup. The customer also spoke to Sky Van Line's manager and explained to her how she was a schoolteacher and doesn't have the money for the move. We worked with here and gave her options. We discounted her move $5,807.43 and discounted the storage of $ 1829.85. We did this prior to knowing about this complaint. We try to work with every customer and with this one even though it is a really large move we discount a very fair price for that big of a move of $7,637.28. Of course it is move than the estimate the customer had more than double at the pickup. Consumer Response /* (2000, 7, 2022/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to remove the complaint but I am unable due to policy by BBB. Our true complaint is with the broker known as Trinity Relocation. Sky Van Lines has been very patient with our payment, and even given massive discounts to match an early estimate we were given. I made this complaint before we talked in person and worked out the scenario. Sky Van Lines fixed the problem of collecting items that were not supposed to be shipped by delivering them directly to us. And recently have been very open with communication relating to our problems. The real problem was alway with Trinity who offered unreasonably low prices that could not be afforded by any moving company. But Sky Van Lines has done their best to give us a price that we can be happy with. I'd even like to apologize for placing this complaint before trying harder to work this out with Sky Van Lines. I was scared and confused. I'd recommend Sky to any person looking to move, but I'd definitely avoid working with any broker like Trinity. People like trinity will steal your money for making a phone call. All payments must be paid directly to your movers like Sky. I ask to anyone reading this that they never use a broker, and call the moving companies directly so they don't make the same mistake I made.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had many issues just having my furniture delivered. When it was I realized an important box was missing. I then received a call from a man who had his belongings delivered by the same van line, stating he had my box. I don't know how he got my info. I asked the van line to have a currier service have the box delivered to my house. They agreed to do so but then never followed through. It's now been three weeks since I was contacted by the other customer. I have no idea if my box is even still at his house.

  Business response

  10/19/2022

  Business Response /* (1000, 8, 2022/09/29) */ We attempted to retrieve the box from the other customer several times and the customer was not available. We send Rachel the claims process information for the missing box. The customer has not start the process for the claims yet.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **Please see attachment for full complaint.** I signed up and paid a deposit to ****************************** for a move *****************************. *********** sent Sky Van Line to do my move. I was given an estimate ($10,000) and agreed and paid a deposit to ***********. However, on moving day Sky Van Line showed up with one truck (26 feet long). *********** had promised me a semi truck would be doing my move in order to accommodate all my furniture and belongings. Since Sky Van Line only came with that one truck, they had to order a second truck to fit all my stuff. They gave me a new contract for $22,000 and said if I don't sign the contract and pay them, they will leave and not do my move. I only had one day to move because the house was sold. I did not have a choice so I signed the contract and wrote them a check. . Two weeks later, they notified me that the check I wrote wasn't signed, and I needed to pay before I schedule delivery. They told me I needed to wire transfer money to them in 2 days, or I would be charged extra for storage, and sent me instructions. I took the instructions to the bank to do the wire transfer, but the info Sky Van line sent me was missing required info and would not let me do the transfer. I was finally able to get the wire transfer complete and I sent them the receipt as proof the same day. I asked if I could schedule my delivery now, they said the money has to be in their account first and it could take a couple days. Eventually the transfer had completed, but when I tried to ask about scheduling my delivery they told me the truck was still in ********** and there were delays. Weeks later I finally got a call to schedule. Now, Sky Van Line is trying to charge me more to deliver my belongings. Someone has to be able to stop this fraudulent activity and over charging and withholding of my property. Please help me. It has been almost 2 months of stress and having to live without my belongings and furniture.

  Business response

  10/19/2022

  Business Response /* (1000, 8, 2022/09/29) */ *********** did not request through Sky Van Line an 18-Wheeler for your pickup. Sky Van Line does all our pickups in 26 Foot Box Trucks. You were given a revised estimate that included all the extra items that were not on the original estimate. The original estimate had 254 items and the finished inventory had a total of 402 items. Your revised estimate included the bulky cost for the motorcycle (not included in the original estimate), the additional materials, extra truck, and labor. Sky Van Line showed up with the correct truck for the estimate we were provided from New Haven. Once Sky Van Line arrived and did a visual estimate, our crew saw the additional items not on the original estimate. We had to call for an additional truck and crew. You state in your *** complaint that you had to sign the revised because you only had 1 day to move but your original estimate pick up window was for 07/06/2022-07/08/2022. You scheduled your move with a 3-day window and would have 1 more day to move your items out if you wanted to decline the additional charges and look for a different mover. You also had the option provided to you from the foreman that we could have stayed with the original estimate list of items and there would be no additional costs for that. The check you wrote was not signed and was not noticed until the office received the contract back on the Monday after your pickup and the office emailed you Monday 7/11/22 1:56 PM. At which time you contacted New Haven about your move. We keep trying to contact you for payment and we finally received a wire transfer in our account on 7/29/22. At which time we put your move on the delivery schedule. Once we had a truck to take your items, your items were loaded and once it was on the road, we advised you the delivery eta. You called Sky Van Line customer service and said a semi-truck would not fit to your house and you were told to advise the driver once he calls you. We had already checked the residence and we could not fit safely. You were given a discount for the shuttle as well. We were not fraudulent in any way. The contract paperwork advised you of the complete process of the move and the charges. We withheld your move because we did not get payment from you. We do not give our services for free. We completed your move per the contract. We will refund you $150 for the items that were not reassembled. You will need to place your claim with CSI Pros our claim company and we will add the $150 at the conclusion of the claim. On behalf of Sky Van Line, we are reimbursing you for the incomplete re-assembly of your furniture at delivery. For your damaged items, please fill out the insurance claim *************, and the added reimbursement of $150 will be sent to you. Your delivery was properly coordinated, and you were informed of the expedited delivery time of arrival. The crew normally consists of two people for delivery. The crew does appreciate the extra hand at delivery but was not necessary for the completion of your delivery.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Goods delivered on 8/18/22. Valuable oil paintings were missing. Boxes were opened and someone had rummaged through them. Some boxes marked fragile were smashed 3 ************** diplomas were not delivered...these diplomas are for a *************** and could be used to create fake personas Valuable antique furniture was delivered with every piece damaged Tried contacting business and drivers but no response

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */ ************** is not our customer. She has a contract with ****************. We only delivered the items that were loaded on the truck. At no time did Sky Van Line, Inc, open her boxes and rummage through them. We did speak to Ms. *************** and advised her to contact **************** to find the missing items. We only delivered the items loaded from ****************. Ms. ****** needs to contact them to have them find the missing items and to handle the damages.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sky Van Lines originally picked up our goods for a move ************* on 1/25. At that time we paid ****** when originally quoted ******* I will note that the original team that picked up our good were pleasant, professional and diligent. After the original team the entire experience has been about as awful as one could imagine for a cross country move. We were told the transfer would take 14 to 30 days. Upon scheduling the drop off at our new location the local dispatch more or less verbally accosted *******. Our delivery was set to be dropped off between 8 am and 10 am on 2/11/22. Since we were traveling from 3 hours away ************************************************** we asked for a definitive timeline. The crew arrived at 12:30 pm and then refused to unload the truck until another ****** were paid. I wanted to confirm that all items were on the truck prior to paying but the men accosted us and said they would just leave if we didn't pay. I paid the men and a number of issues then ensued. First they unloaded multiple items that weren't ours (couch, coffee table, printer, etc). Upon completing the delivery nearly half of our items were missing. I called Sky Van Line, the local dispatch, and ******* the original company we booked through and no one provided any assistance other than; recommending to file and claim and maybe the rest of your items will be found. A week later the local dispatch finally reached back out and said they have found my remaining items. A team was sent out on 2/18 and only a portion of my items were delivered. This team had no bill of lading and clearly wasn't in contact with Sky Van Line. Upon submitting a formal claim; I was offered ******* After the second delivery I had called *******, Sky Van Line and the claims agency to discuss the process and not once received a call back. The entire process has been a nightmare. The final outcome was; I paid ******* to ship items across country, items were damage, others missing, refund of ****

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/14) */ The customer states that they were originally quoted $5000, and they paid $8000.00. The estimate is just an estimate, and it was for only 106 items. At pickup, the customer had a total of 167 items. Customer paid for packing materials and the cost of materials matched the added amount of items. Customer also had a long carry at pickup location that was an additional charge. We appreciate the customer's comment on the pickup crew. We do apologize for the ******* dispatch person's actions ***************** we do not condone that type of behavior and we did talk to the owner of that company about it. We also apologize also for the delivery time, however, due to possible delays that can happen (traffic, car accidents, etc.) We can't give an exact time for delivery, that is why we give estimate time of delivery windows and possible delays at other deliveries that make us later that the window originally given. We try our best to accommodate the customer. All moving companies do not unload the truck at delivery until the final balance has been made. This is on our paperwork and emails sent out to the customer. When Sky Van Line spoke to the customer********* several times on the day of delivery, we advised the customer that they will have to deliver the rest of their items that did not fit, another day when they were in the area, this was still within the delivery window. The formal claim was a damages/missing items claim to the insurance company ********* Unfortunately, there is nothing we can do to change the insurance claim reimbursement. Customer opted for .60 per lb minimum value protection when contracted for their move. We were not notified by customer at pick up if they had any valued items in boxes that the customer packed, and we do not know if the items were packed properly. The customer is also informed that they can opt for additional insurance on the move prior to the pickup.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was moving so I had contacted a moving broker called *********** who I had payed apoximatly **** dollars. Moving day comes April 14th and I'm greeted by Sky Van Line Inc in ********** to get my things moved to **********. My things were loaded, they gave me an approximate date of arrival which was April 16th, they asked if I wanted storage for my stuff or warranty I told em no cause my stuff will be here in a few days, I payed em the **** I owed and they were off. April 16th comes I get no call so I call them and couldnt get ahold of them so i called again that Monday. They stated over the phone my things will arrive on the 22nd. Again it was no call no show. So I called again and couldn't get ahold of them. When I was able to they gave me another day which was the 25th. That morning I was contacted by a different moving company called ****** who ended up delivering my things at 10pm that night, However some of my things were destroyed, I was missing a bed frame, a music system, and about 4 boxes all in which had all my valuable things in them. I gave a list of the missing things to the movers and payed them and they were off. A few days later they managed to locate my missing bed frame but I'm still yet to see any of my other things that had value. I haven't been able to get in contact with them since and my voice-mails are not being returned. I payed over ****$ for them to move my things from ********** to ****** and the service was not completed.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/05/16) */ We spoke to the delivery driver and he said he has contacted you and they have found missing items and will be delivering them to you and the driver will be in contact with you. Your **** was 4/16/22 and your items were delivered to you on 4/21. We do not see here that you paid for the optional guaranteed delivery and we do have 7-10 days to make the delivery. To make a claim please email *********************. Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need a detailed list of what was found and when the rest of my things will be delivered. I have not been contacted about any other items being found till now. Who will deliver them? Sky Van Line inc. Or another company? Im looking for communication on this situation. I need my things. I didn't have alot to begin with so the amount that went missing is substantial. I payed to much to end up here having to argue about this kinda thing. Business Response /* (4000, 13, 2022/06/13) */ We have contacted the customer and working on getting him his missing items or replacing them. He never once contacted us regarding the additional items that are missing and when he contacted us about the missing bed frame it was delivered to him. We need the customer to contact us at ********************* so we can further correct this issue.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The consumer informed BBB that a refund was supposed to be sent her by the business. She has not received it. Her last correspondence with the business was by email on 3/9/22 with a man in Accounting. He said that a refund was issued and she should receive it by the first week of the month. It is now 4/18/22 and she still does not have the refund check. The business will no longer communicate with her.

  Business response

  05/26/2022

  Business Response /* (1000, 9, 2022/05/12) */ We are mailing her check via UPSP with a tracking on it today 5/12/22. Business Response /* (-10, 10, 2022/05/16) */ Your item was delivered in or at the mailbox at 1:35 pm on May 14, 2022 in **************. Tracking Number: ********************** Delivered, In/At Mailbox Consumer Response /* (2000, 12, 2022/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company has satisfactorily resolved my complaint, by successfully sending the requested check. Thank you again for your quick/effective actions. Blessings, **

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2022, I emailed case manager (*******) to report Sky Van Lines settlement check (order #*********) was lost in transit. After no response, I contacted Ethan in customer service. He said that he would relay the issue to accounting department. On March 9,2022, I received an email that replacement had been mailed one week earlier. March 30, 2022, I left voice message and follow up email that no check was received. I have not received further response.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/05) */ We have sent this customer 2 checks so far and we never received notification that she did not get the second one. We are prepared to send her settlement via zelle so there are no more problems with the US mail. We are waiting on her response.

*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. ↩