Complaints

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

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  Colonial Van & Storage, Inc.

  6001 88th St Ste A Sacramento, CA 95828-1134

  
• 

  Colonial Van & Storage, Inc.

  150 S Stanford Way Sparks, NV 89431

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  Colonial Van & Storage, Inc.

  214 Broadway St Fresno, CA 93721-3103

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  Colonial Van & Storage, Inc.

  415 3rd St Hanford Hanford, CA 93230

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  Colonial Van & Storage, Inc.

  5901 88th St Ste 700 Sacramento, CA 95828-1121

  

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:05/31/2023

  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.

  Colonial Van & Storage moved me from ****, ********** to ***********, ** on March.4, 2023 Shipper # ************ Upon arrival my Marble top coffee table was crushed on top, all four legs are scratched up so bad, and missing caster on one leg, missing hardware to my TV Cabinet, when I ask the driver where was all my hardware to my tv cabinet, he didn't know. I filed a claim with them and it was denied. I didn't get not even as much as apology.Also I moved again from ***********, ** to *******, ** on May. 6, 2023 Shipper # ************ same movers and upon arrival my Dinette Table set was damaged and I let the driver know at that time when unloading. I filed a claim and they denied my claim. I have over $2300.00 of damages. My furniture is less than two years old. I am so upset that they did not care how they handled all my belongings and even the boxes that said fragile! They did not care at all. I do not deserve to be treated like Oh well, we made are money so Goodbye. Totally unfair! The driver told me that the Dispatcher told him not to deliver my goods because he didn't think I was going to pay for my move, how embarrassing is that. Also I let ************************* the dispatcher know I was given no paperwork to sign from the Driver ***** when they loaded my stuff up in ***********, ** and ****** said: Don't tell me that you are scaring me. I said its true, I never signed anything or was given any paperwork.

  

  Business Response

  Date: 06/01/2023

  We are sorry that ******************************** was not happy about her two moves.  Her initial move was from ****, ** to a mini-storage in ***********, ** delivering on 3/17/23.  At delivery, ************* was not present and explained to our driver that she had a family reunion and could not be there to receive her property.  ************* had been told multiple times by her salesman, *************************, that her participation at delivery was essential to examine the condition of her delivered goods.  At delivery, ********'s friend, *********************** was there to inspect the delivery and sign paperwork.  The driver paid special attention to the dining room table, placing it top-down on a multi-bagged mattress on the floor of the mini-storage to make sure it was protected while being stored.  *********************** noted no damage to any items upon delivery. Our liability ends at a mini-storage delivery since items left in a mini-storage are constantly at risk for damage.

  The second move from *********** to ******* happened in May and an Allied agency on the east coast handled that pickup from the mini-storage and the delivery to Phoenix.  ************* didn't file a claim after her initial move into storage but did file a claim for damages after the second move from the mini-storage to *******. 

  There is nothing that we can do to assist in this matter.  Due to the multi-agency involvement with this very small move, Allied *** Lines handled the claim.  ************* knew that our liability ended with the delivery to the mini-storage and was nothing but complementary about the driver who took her goods to ***********.  Our salesperson was in constant contact with ************* throughout both moves.

  Again, we're sorry that ************* was displeased.  We endeavor to make sure that every customer is handled in a professional, careful manner and regret that ************* is unhappy.

  Sincerely,

  ***********************, CFO
  Colonial *** & Storage, Inc.
  

  . 
  

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:Shipper Registration Contract # ************ -  May.6th from ***********, ** to *******, ** - My Dinette Set was damaged from the second trip. At that time I informed the driver ***** as the movers were taking it off his truck the table was damaged. The round dinette table top was fine from *********** ** to *******, ** , it was damaged from when the movers moved it off the truck. ***** took a look at it and wrote that it was damaged. I do not know the inventory tag number because ***** did not write it down on the contract. All I can read on the contract is Item #2. I need Allied to have it repaired or refund so I can replace my table.

  Van Number # ***** 

  Agent # *****

  Carrier Reg # ******

   

  
  

  

  Business Response

  Date: 06/06/2023

  ************* needs to re-open her claim with Allied *** Lines since she is noting the damages to her dining table occurred during her second move from *********** to *******.  Her second driver, ***** noted damages to the dining table when he picked it up in ***********.  He's claiming the damages were pre-existing to his loading of the table into his truck in ***********.  If ************* has anything that shows the damages to her dining table occurred when ***** or his crew unloaded the dining table from the truck in *******, then she needs to present that information to Allied *** Lines.

  Since Colonial *** & Storage did not handle the claim for these two moves, we cannot over-ride Allied *** *********************** and charge another moving company for their driver's damages.  ****************** for the move from *********** to ******* in *** is Nor-********** Services and their driver was ****************************************
  

  Again, we regret that ************* is not satisfied with how her move was handled, but since she chose to not be present when the delivery was made into her storage unit in ***********, the claim liability stopped at that point for the first move.  The second move had new inventory paperwork that ************* signed - and there were damages noted on those inventory pages showing that the table was no longer in good condition.  If she is refuting those notations, she needs to open the line of communication between her and Allied *** Lines claims department.

  ***********************
  Chief Financial Officer
  
  

  Customer Answer

  Date: 06/10/2023

  I am rejecting this response because:

  When Nor Cal movers were moving me from ***********. ** to ******* he had two Spanish guys moving my belongings. One of the guys is the one who noticed my marble coffee table was damaged and all the hardware is missing from my brand new TV Cabinet which was never put in a plastic bag and taped to the inside. All of ** was inspecting every single piece of furniture going into the * Haul. The Dinette Table wasn't damaged at that time. 

  *pon arrival to ******* when the guys were moving my dinette table off the truck with no moving blanket around it, that is when I noticed the damage,told ***** to come look at it, at that time he got my paperwork and wrote on the back where he wrote the first damaged furniture. I will go to the storage and ask for a copy of the video where all this took place and where he added my table was damaged on the contract. He ask if he could write this down on the back of my car because we were near there. I am contacting am attorney to **** I did none of this damage..why would I? I just bought everything.  I don't appreciate ***** not telling the truth. He knows the truth. ***** even had his nephew come by the storage to visit him while he was in town. His nephew was there and saw everything as well and ***** was telling him what happened. Also the two movers that were helping saw and heard me as well. All my boxes are crushed that says FRAGILE, they don't pay attention to the boxes.  They did a horrible job. All I want is help getting my furniture repaired.  I will go on TV to 3 on your side and advertise the business and rip off,  I am getting an attorney,  I will also get a copy of the video from the storage. I can't believe all this trouble I am having to get help to fix my damaged furniture that they damaged.  Very poor business.  So it looks like I have to go to the next step and do what I got to do. 

  
  

  

  Business Response

  Date: 06/12/2023

  ************* filed a claim with Allied *** Lines for the damages to her goods that happened on her second move.  She needs to contact the claims adjuster from Allied *** Lines to reopen her claim.  With the additional information she's provided that the damages were observed on the second delivery, she should be able to have her claim reconsidered.

  Sincerely,

  ***********************
  Colonial *** & Storage, Inc.
  

  Customer Answer

  Date: 06/17/2023

  I am rejecting this response because:

  I have called Allied *** Lines to reopen my claim. They emailed me the form to do on line. I am in the process now.

  Thank you

  
  

• Initial Complaint

  Date:06/21/2022

  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.

  Mom and sister shipped their worldly goods through Allied. It was due here from ********** (to ************) on June 13. It is the 20th and they seemed to have lost the shipment. No one will return our phone calls. My sister is a kidney transplant recipient and breast cancer survivor and brought 3 weeks worth of medicine on her. The rest is on the truck. WE NEED THE ***** HERE!!! PLEASE HELP

  

  Business Response

  Date: 06/22/2022

  The delivery of **** Jubbs shipment #****** is being handled by ********************* & Storage, another Allied Agent and they can be reached at ************.  We cannot control the delivery timing but based on our tracking of this shipment, it is in ************ awaiting delivery to the **** residence in ********, **.  If *********** needs further information on her shipment, she can reach our ********** *************** directly at ************.

  We regret to hear that medicines were transported on the moving van. 

  Sincerely,

  ***********************, *************************************** Storage, Inc.
  6001 *******
  ************** 95828
  **************
  **************************************
  

• Initial Complaint

  Date:05/27/2022

  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 contracted with Allied Moving [Colonial ***************************** in **********, **] to move my things from **************, ** to ***************, ** on 1/13/22. At that time, I purchased insurance to cover repair or replacement for high value items that were either damaged or lost. Prior to handing my items over to Allied, I gave them an itemized list of high-value items and an approximate value for each piece. My belongings were delivered to me in *************** on 1/24. The truck driver is expected to check off each box/item against the bill of lading as they are off-loaded from the truck. During the time of off-loading I was not provided with the opportunity to check the items against the bill of lading as the paperwork was in the possession of the truck driver during off-loading. Once the shipment was unloaded, the driver had me sign all the pages of the bill of lading. He was in a hurry to get on the road and did not want me to take the time to compare the list to what was off-loaded. Over the course of the next week or so I discovered at least 6 missing boxes. One of the boxes missing was one of the boxes containing high-value items that were specifically insured. This box contained artwork worth at least $8500. Another box contained collectibles valued at roughly $600. The other boxes contained household items worth about another $1000. As my belongings were the last load on the truck, I am sure the driver knew that there were missing boxes which is why he was in a hurry to get me to sign the papers. I promptly filed an insurance claim for these losses providing information to the insurer about those items. I was informed on 3/4 that my claim was denied. This was because I did not verify with the driver the specific missing boxes at the time my shipment was dropped off. My appeal to reconsider was rejected. I believe that Allied did not perform their contracted obligation. They will not make reparations for their negligence in violation of the insurance policy.

  

  Business Response

  Date: 10/12/2022

  We've responded multiple times to this complaint.  ************************* disputed her credit card charge after her claim for a lost item was denied by ************************************* This claim was for a painting that was not listed on a high-value inventory, not crated at the customer's request and with no evidence on the delivery paperwork that it was missing.  Despite our responses to our credit card processor, ************************* was allowed an $8,000 short-payment on her $9,450 interstate move.

  We consider this entire matter to have been an attempt by our customer to get a free move across the country by using the credit card dispute feature when her fraudulent claim was denied for non-substantiation.

  ***********************, *************************************** Storage Inc.
  

   

   

   

  Customer Answer

  Date: 10/13/2022

  I am rejecting this response because:

  As explained in the original complaint, the "lost" artwork WAS both packed by Colonial *** Lines AND listed on the High Value Inventory list. I have documentation to prove this. The company's response is a flat-out lie which calls in to question everything else they say. I did in fact dispute their charges with my credit card company, however, the amount that was discharged DID NOT come close to the value of the items lost. The driver did not give me time to go through the boxes one-by-one, so it is no wonder they say there is no proof they were missing. In retrospect, I believe the driver knew there were items missing and wanted to avoid having to cover the costs of such said items. [I found out after my move that the drivers are personally required to pay for loss or damages regardless of the fact the items were insured. I think this proves incentive for the driver to not allow me the time to go through and verify missing boxes.] In addition to the lost artwork, the company is not even addressing all the boxes of personal items that went missing as well.

  This is not an attempt to get a "free move". This is an attempt to be made whole by a company that did not deliver as promised, and then refused to make reparations for the damage they caused me.

  
  

  Customer Answer

  Date: 10/14/2022

  I attached the High Value Inventory sheet that was accepted by Colonial to my original complaint, but I reattached it to this response as requested. I have also attached the claims for the artwork that was submitted earlier this year, however, I would like to point out that the value of this artist's work has skyrocketed in the last few months, and those estimates of value are no longer valid. The cost to replace them, even if I could find them on the second market, are considerably higher now than the costs I gave in the claim.

  

  Business Response

  Date: 10/14/2022

  Attached is ***************************** first presentation of her typewritten "High Value Listing" attached to her 2/8/22 email after her move was completed.  This is the first documentation of any "High Value" items supposedly included in her inventory.  It was submitted post-move, unsigned and not seen by the driver who picked up and delivered her **************************************************** Storage made every effort to prepare ************************* for her move.  **** chose to ignore our High Value Inventory form request even though she had it in plenty of time for proper completion and inclusion in her move.  Then on the delivery day, ************************* still signed her inventory forms which clearly state that she is accepting her delivery and has the responsibility to make sure all items are accounted for.  Despite the storm and weather, **** could have checked off each item and the driver would have waited.  If ************************* had $10,000 of high-value items included in her shipment contained in 6 boxes, at the very least she should have checked for those "highly valued art pieces" before signing her delivery paperwork.

  
  Again, our contention is that this has always been a fraudulent attempt to get a "free move".  We transported *********************** entire household across the country and delivered it.  On one of her claim requests submitted to Allied *** Lines on 2/5/22 and attached to this dispute, ******************* states that missing box #** containing 2 collectible wood tiki mask hangings "as near as I can tell, the box never made it on to the truck at origin" which would mean that we left the box at ********** home and didn't move the box. 
  ************************* owes Colonial *** & Storage $8,000 which was returned by her credit card company to her when she initially filed this fraudulent claim stating Code C31: Cardmember claims to have received goods/services that are different than the written description provided at the time of the charge.

  
  Sincerely,
  ***********************, CFO
  Colonial *** & Storage, Inc.
  
  

  Customer Answer

  Date: 10/14/2022

  I am rejecting this response because:

  The High Value Inventory list was given to *************************, the agent who assisted me. She claimed it was all Colonial needed. The same form was given to ******, the driver when their crew packed the items they packed. Why would I have them pack just a few items if they were not High Value?

  Again, the driver pressured me to get on the road, not giving me the opportunity to review what was dropped off at my house.

  This is obviously a "he said, she said" circumstance. I refuse to agree with what Colonial is saying about the incident, as it is flat out lies and obfuscations. This back-and-forth is pointless.