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:08/03/2022

  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.

  During our move from California to Florida numerous items were stolen or mysteriously came up "Missing" from our personal belongings numerous items were damaged and an overall lack of professionalism was exercised during this move. 2 firesafes containing family heirlooms, personal jewelry, family documents and sports memorabilia, personal items of apparel including shoes, vests and shirts. A hard rifle case containing a shotgun and .22 caliber rifle. Original paperwork and documentation was falsely filled out stating most ever piece of furniture we shipped was either damaged, scratched or badly worn. This was far from the original condition of our furniture. The manifest falsely stated my gun case contained a "BB" gun? I don't even own a BB gun. The original sales correspondence / pitch indicated our belongings would ship direct from our home to our new home. Instead our belongings were stuffed into a too small "Shuttle" ferried to a warehouse, offloaded, rummaged through stolen from, then loaded onto a cross country rig, brought to Florida, then offloaded to another "Shuttle" and brought to our new home Some of the items are absolutely irreplaceable and the overall move was performed with gross negligence.

  

  Business Response

  Date: 08/03/2022

  Dear Ms. *******,

  
  

  Please know that Mr. *******'s household goods shipment was transported from Lomita, CA to The Villages, FL pursuant to United Van Lines' ("United") Estimate/Order for Service and Bill of Lading.  As such, United Van Lines was the interstate motor carrier of record for the purposes of Mr. *******’s interstate move.  During their interstate move, Golden Eagle Moving LLC was acting solely as a disclosed household goods agent of United.  As a disclosed household goods agent, Golden Eagle Moving has escalated Mr. *******'s claim for cargo loss or damage to United Van Lines' claims department for investigation and settlement.  Additionally, Mr. *******’s complaint against Golden Eagle Moving LLC should be closed as "Invalid" and should be directed to the BBB of Eastern Missouri and Southern Illinois in St. Louis, Missouri so it can be referred to United Van Lines for review and response.  Thank you for your prompt attention to this matter, it is much appreciated.

  
  

  Kind Regards,

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

  Golden Eagle Moving LLC.

  

  Business Response

  Date: 08/10/2022

  Dear Mr. ******* and Ms. *******,

  
  

  Thank you for allowing our office the opportunity to provide the following information in response to your message below, it is appreciated..  The initial response was in no way meant to pass the complaint along, however our office does need to follow protocol as an agent for United Van Lines and bring this to their attention for review and response.  

  
  

  Please know that our records show that your shipment was packed on June 27, 2022, then loaded by our local crew and brought to our facility on 6/28/22 where it was held securely on the truck until July 1, 2022.  On July 1, 2022, it was loaded directly from the local truck onto the assigned trailer for interstate relocation.  The shipment was delivered to the destination agent in Florida on July 12, 2022 and final delivery to residence was completed on July 15, 2022.  In addition to your shipment, there were two other household shipments loaded onto the trailer for interstate relocation to Florida.

  
  

  As part of the claim settlement process, a trace is completed for customers listing items on their completed claim form as missing in transit.  This includes contacting any and all connecting customers, warehouses and drivers to ensure all efforts are made to locate any items delivered in error.  Claims Team 2, the team at United Van Lines' corporate claims department that has been assigned to process your cargo claim for loss or damage, is currently completing the trace for the items claimed as missing. 

  
  

  As you have made allegations of theft, please know that you are within your rights to file a police report with the Upland Police Department.  If you choose to do so, our office will cooperate fully with the authorities and provide any information that they require for their investigation.

  
  

  Kind Regards,

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

  Golden Eagle Moving LLC

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because:
  The claim that my belongings were held in the original truck they were loaded into is in conflict with the information given to me during my inquiry to Golden eagle via telephone.

  My belongings were offloaded into a warehouse where they remained unprotected and ultimately pilfered and stolen from. They dates given by Golden Eagle are not accurate.

  My phone records will substantiate my claims.