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:07/05/2023

  Type:Service or Repair 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.

  This company is a bait and switch scammer!! Do not use these people!! First of all, this is a broker, not an actual moving company.They gave us an original quote for moving our household goods that was $9000. Then the quote became $10,000, then $17,000. We gave them $7104 for a down payment on our good faith that they were going to move our household goods from ***********, ** to **********, **. as was stated in the signed contract. Nobody came to our house to actually look at the contents of our house to estimate the pounds of household goods until the day the moving company they had contracted came to our house with a 26 foot Ryder rental box truck.We had specifically told the broker that we had a FULL 4 bedroom 3 bath house along with 3 car garage of stuff and a storage shed in the back yard. We told them we would need at least a full 53 foot trailer. Possibly a full trailer and a half. For them to show up in a 26 foot rental truck was ridiculous. We told the broker that we have a house full of expensive antique furniture and require movers that are experienced in moving antiques. We were assured that the best antique movers would be handling our expensive antiques. The 3 people that showed up only had one guy that spoke English and I dont think they knew the difference between antiques and an ant hill!!!After they took 3 hours to go through our house, they called their company to get a quote. The quote was for $61,000!! From $9,000 to $61,000 was a total scam. I told them to get off my property. That price was absolutely ridiculous. Several times the English speaking man came to our door to give us a different price. I kept telling him No! that we absolutely were not doing business with them. We called, texted and emailed the original person from ******* to no avail. Eventually we got a call. I told them I wanted my money back and was told if I didnt pay the remainder of the $17,000 nothing would be moved. $17000 would move 26 foot truck full.

  Business Response

  Date: 07/11/2023

  To Whom It May ***************** are in receipt of this customer's complaint. We would like to begin by addressing that we are certainly a broker and this is stated in our contract in section #4 and section #5 that the customer signed. It is also reflected in the Bill of Lading as the carrier assigned is listed at the top. We have attached both of these signed contracts for your convenience. You will also see in the signed estimate that the customer waived a virtual estimate prior to pick up, the customer provided the information to us via phone calls. Upon the team's arrival at the pick up location it was evident that the customer had grossly misrepresented the items to be moved. There were multiple pages of additional items that were inventoried that were not on the original list provided to us. With that being said, due to the additional items, a revision of cost was necessary and provided to the customer. We are unsure why the worker's ability to speak English is relevant as you don't need to have English as your first language to effectively perform manual labor. We communicated with this customer effectively and in English throughout their issues at pick up. The team that was on site was more than capable of packing and loading all the items at the location. At the time of pick up we did provide the customer with all their options such as taking what items would fit in their original estimate or electing to go with a revision for all items. The customer was made aware that should they elect to cancel and send the driver away they would be forfeiting their deposit. 

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20279426
  
  I am rejecting this response because:
  
  They are claiming that they cant refund our money when they absolutely can. They didnt keep their end of the contract, either. I have worked with contracts of all kinds for over 40 years. Contracts can and have been broken by reputable companies for decades. This is obviously not a reputable company based on the many 1 star reviews the company has. The 5 star reviews are, in my opinion, bogus reviews made by non-customers. Real 5 star reviews would have more than one line in them.

  This company would make *********************** very proud. They have stolen $7104 from a 100% disabled **** war veteran and his disabled senior citizen wife without any conscious at all. We dont have an extra $7104 to lose. This has put us in a terrible financial bind.
  

  There is definitely a special place in h*** for these people and this company that stole $7104 from a disabled American veteran who put his life on the line for people like these people at Pan Transit Vanlines who obviously have no ******* or scruples whatsoever.

  Sincerely,
  

  
  ****** Plain

  Business Response

  Date: 07/17/2023

  To Whom It May ***************** have received this customer's response. While our stance remains the same we are willing offer a 10% refund in the amount of $710.40 as a courtesy. Should the customer accept this offer they will receive their refund via mail. Thank you.  

  Customer Answer

  Date: 07/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Please mail the funds to our new address: ***********************************************************************

  
  Sincerely,
  
  ****** Plain

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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.

  06/09/2023 I called Pan Tansit Vanlines LLC to ************ from ******* to ******. The move was booked for 07/25/2023. The Operations Manager booked my reservation and took the $572 down payment. On 06/10-06/11 I called the number provided which no one answered. I left a message for the Operations Manager and **************** to cancel my reservation. I didn't receive a call from customer service until that Monday 06/12 Which they called inquiring about my cancellation. I was told at that time that I'm not able to receive a refund of my down payment of $572 because I didn't call with in the 72 hours of booking. Not true. I made several attempts to reach them on 06/10 and 06/11. I then reached out to the operations manager to help me on 06/13 and he said he'd look into it. I tried to call and no one will return my call. I need help getting my $572 back please.

  Business Response

  Date: 07/11/2023

  To Whom It May ***************** are in receipt of this customer's concerns. We apologize for any confusion as this customer is certainly entitled to a refund in full. Upon customer's acceptance we will go ahead and mail a refund check in the amount of $572.

  Customer Answer

  Date: 07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/16/2023

  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.

  HORRIBLE!!!! I feel like Im living a nightmare right now with these people!!! They blow your phone up to get you and boy was I fooled! After hours of going through an inventory list and literally took pictures of everything they booked my move for an estimated **** cubic foot. We are moving a **** sq ft house with a motorcycle shop. Again pictures of everything. ***** the manager who helped book my trip got on the phone with my husband and I to assure us that our ****** would be crated with a wall as a barrier to protect the bike. We were charged a $200 motorcycle crate fee.Yesterday they show up to my house with a box truck and no crate. The driver said your house is t going to fit and we need another truck and say its **** cubic foot. How do I waste 3 hours on the phone to be underestimated that much of a difference and raised my move from 11k to 22k. I call customer service and what a joke they are. To tell me its just an estimate but no accountability on under quoting an entire truck that now cost another 11k. They told me my options are to pay for another truck or leave stuff behind!I am sitting at my house waiting on another truck and just call customer service and she told me I could call the moving company. How about you people do your job as customer service since I booked through Pan transit.Save yourself the nightmare I am living and use a national company!!Update!! ***** told me I would have my stuff on Saturday or Sunday since they were scheduled on a Monday. He said could be 10 days though. Then I call in Sunday and the customer service said did they tell you it could take **** days? No they didnt tell me that! They told me what I wanted to hear to get my money!!! Here is how ***** responded to me. I called him to ask about motorcycle crate and as soon as I started talking he straight hung up one me so I text him and this was his response as well as how my stuff arrived. Our bike was drug by 5 guys and bent the air ride center stand!!

  Business Response

  Date: 06/26/2023

  To Whom It May ***************** are in receipt of this customer's complaint. Please note that we have been in communication with this customer in regards to delivery updates as well as adjustments. We did mail a check in the amount of $200 to the customer for the cost of the motorcycle crating fee. We do apologize for any confusion regarding delivery spreads but we do our best to deliver as quickly as possible. 

   

  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. PAN TRANSIT *** LINES  LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PAN TRANSIT *** LINES  LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.

   

  As a courtesy for the customer's frustration we would like to offer an additional $400 on top of the $200 already mailed for a total of $600. Thank you. 

• Initial Complaint

  Date:06/15/2023

  Type:Order 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.

  Provided a deposit of **** to ******* to "secure" our quote of approximately **** to move. Accepted checks only. ******* stated they were not brokers and did all moving themselves. He stated they use their own trucks for our route. We were also told the movers would break down my children's trampoline and bunk bed. We had a few things at an apartment, ******* said the movers would go there for free. He stated if there was any trouble, to give him a call directly. Unable to contact after move confirmed.- A few days prior to our scheduled move, another person (*****) called to confirm the pieces we were moving. Despite having removed several large items like a washer and dryer, refrigerator-the quote increased to 12K. He assured us any room we did not use on the truck we would not pay for. I went through the house and measured items, providing exact dimensions. I also provided exact number of boxes and bins. We were again told there would be no charge for stairs and the second location would be free of charge. We paid him **** as another "deposit". Total of 5,235.-When the movers showed up on June 5th, the mover walked in and stated our move would actually be over 23K-that did not include special fees for the apartment or taking down the trampoline and bunk bed which would be $500 each. Quote doubled, despite having provided measurements and exact box numbers. We were told we would have to pay $1.30/square foot and other overage charges to get our items into our neighborhood in addition to 23K. Did not trust movers with our items, so did not allow them to load the truck. -Requested a refund of the deposit given that the estimate is over the 10% of the non binding contract and special fees over 15%-against FMCSA rules. Company refused, also refused our request to speak with the owner. Attempted to offer **** off special fees we would incur with the move, the next day, she stated the move would have been 27K. Unable to contact ***** or ******* after this incident.

  Business Response

  Date: 06/26/2023

  To Whom It May ***************** are in receipt of this customer's complaint. We would like to begin by addressing that we are brokers/moving coordinators and that is expressly written in the contract signed by the customer multiple times. We have listed those sections below for reading. It is also important to note that the customer signed a Bill of Lading 7 days prior to pick up that had their carrier, Relo *** Lines, listed. We have attached a copy of that signed agreement as well. 

  4. CUSTOMER HAS HIRED *** ********************** *** LINES LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, *** TRANSIT *** LINES LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. *** TRANSIT *** LINES LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  
  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, *** TRANSIT *** LINES LLC IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.

   

  Our contract does state that if there are items that require special assembly or disassembly additional fees may be applicable. Because the customer stated that they were under the impression that these items would be disassembled at no additional cost we did offer $1000 to cover the cost of labor services to complete the disassembly. This would mean that the customer was not paying anything additional for the specialty items being disassembled. The customer declined this offer. 

   

  The customers initial estimate was for **** cubic feet with 142 items listed on the inventory. When the customer received a ***************** call they increased their inventory to a total of 244 items. While we do understand that the customer did remove some of the original items listed there was still 102 additional items added to their list which will absolutely require additional space and therefore raise the cost. We have included both the estimate with the original inventory as well as the estimate completed at the time of *****************. The customer was provided an estimate for **** cubic feet with *****************. Upon the drivers arrival it was determined that additional space and services were required and provided the customer a revised cost. We did not provide the customer a non-binding contract so the increase percentages are not applicable. Customer was provided a binding not to exceed contract which states that this price is non-changing assuming that the customer does no require additional cubic feet or services, the contract does state that if the customer requires any of those services they will be provided a revised cost at the governing tariff. We have listed this section below for your reading. 

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES *** ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT *** ********************** *** LINES LLC HAS A **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT ******** LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

   

  Had the customer elected to take only what would fit in their ****cf estimate, no additional fees would have been applicable. We also provided this option to the customer at the time of pick up. The customer declined to remain with original estimate or accept revised, new contract provided on site and therefore refused services. We also offered to return to the customer's home the following day as we had spent many hours assisting with going through their options and the visual estimate given on site. Customer requested that the team depart and return in the morning. When the team reached out to the customer that morning to coordinate arrival time the customer ceased all communication and no longer returned phone calls. When the customer did return calls it was to request a refund of their deposit as they had elected to cancel their move. We did explain to the customer both on site the day prior and at the time of the phone call notifying us that they were electing to cancel that they would forfeit their deposit in full if this is what they elected to do. The cancellation policy is listed below:

  8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH *** TRANSIT *** LINES  LLC, WRITTEN NOTIFICATION MUST BE SENT TO *****************************. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 72 HOURS AFTER SIGNING THE *** TRANSIT *** LINES  LLC AGREEMENT. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF SIGNING THE AGREEMENT WITH *** TRANSIT *** LINES  LLC WILL RECEIVE A FULL REFUND, MINUS 10% DUE TO INCURRED MERCHANT FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 72 HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH *** TRANSIT *** LINES  LLC WITHIN 24 MONTHS (2 YEARS) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. IF YOUR FIRST AVAILABLE PICKUP DATE IS WITHIN FIVE (5) BUSINESS ***S OF ELECTRONICALLY SIGNING THE *** TRANSIT *** LINES  LLC AGREEMENT, YOUR DEPOSIT IS NON-REFUNDABLE.

  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE *** OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY *** TRANSIT *** LINES LLC, IN WRITING TO *****************************.

  As a courtesy our team is willing to offer a 10% refund of the deposit in the amount of $523.50. If the customer finds this acceptable we will gladly mail a check to their requested address. We feel we have addressed all issues in this matter. Thank you. 

   

• Initial Complaint

  Date:06/03/2023

  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.

  Broker ************************* gave me some packing instructions that were misleading. I filled space with containers and boxes as I was told to by *************** because I would be charged by cubic feet. When my hauler arrived almost 24 late -messed up my traveling schedule, removed all containers and boxes from shelves and each was charged as a container but I cannot tell you what they were charged at (size) because my request for paperwork I had signed was declined. The man with ***** travel said he wasnt allowed to give the papers to me. I have a problem with this. If I sign it I should receive a copy of the paper. I received only two signed papers. I was told they would arrive between 8 am and 9 am - but did arrive closer to 12:30 pm. The 2 men were at my home from about 12:30 pm to 9:30 pm - it was 8 hours before I could leave and start my travel to my destination. I believe I should have been verbally given the opportunity to consolidate the boxes instead of being charged for every single item (which I believed happened until I receive a written copy of the size and item). I didnt need all the boxes and most were fabric - some only a piece or two of fabric! What do I want - a phone call from someone higher than a broker! an apology, and refund of $750 - 1500 dollars. I believe I was set up as a first time move. I would like to think that the persons I work with are fair and honest and they were not. Thank you

  Business Response

  Date: 06/08/2023

  To Whom It May ***************** are in receipt of this complaint. We have attached all signed documents by the customer including those signed at pick up. Typically, final paperwork is provided in full at the time of delivery when the move is completed but we are happy to provide the *** documentation now. As can be read in this paperwork the customer had multiple additional items. The items listed as additional are medium boxes, extra large boxes, wardrobe boxes, large plastic bins, medium plastic bins, small plastic bins, area rug, laundry hamper, large plastic bags, medium suitcases, and a medium stand. The customer also had $170 in packing material that were required. All these additional items do require additional space. We do not guarantee a time frame for pick up. The customer had an estimated window of arrival but it is not guaranteed and they did arrive on the date provided. Based on these details we would like to offer $170 towards the packing cost as a courtesy. We feel that we have answered all concerns in their entirety. Thank you. 

• Initial Complaint

  Date:06/02/2023

  Type:Product 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.

  We initially reached out to Pan Transit on 5/9/2023 and discussed our move options, I asked about cancelling. ************* with Pan Transit advised me there was a 72 hour cancellation with a refund of our deposit. He also said now if for some reason you are unhappy and want to cancel and threaten to call a lawyer or write up a bad reference, we will refund the money because we dont want to have bad references out there. On Wednesday, May 31st at 2:37pm, I contacted Pan Transit to express the concern I had regarding the movers they secured, ***********************. They had multiple complaints on BBB's site that were very concerning. *** advised we have 3 weeks to figure this out and he would call dispatch, and someone would call me back. As of 6/2/2023, no one from Pan Transit contacted me so I reached back out to *** and he acted as if we never spoke the two days prior. I requested our move be cancelled and ask for our deposit back. He then advised me we were having movers anxiety and we were past our 72 hour cancellation timing. I reminded him of the initial comment of refunding us if we 'pitched a fit'. Well I pitched a fit and Pan Transit says there's no one that can process a refund after the 72 hour cancellation policy, which I find very hard to believe. A refund of $2515 would make this right.

  Business Response

  Date: 06/06/2023

  To Whom It Concern:
  We are in receipt of this customer's complaint. We have attached a copy of the signed and agreed to contract that states that any cancellation requests made outside of the 72 hour window are fully non-refundable. We are happy to provide alternate teams to assign to this customer's move if they do not like the option provided. We have attached the cancellation policy along with the customer's signature agreeing to this below:

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ******************************* no later than 72 hours of electronically signing the Pan Transit *** Lines agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace ****** of signing the original contract are non-refundable, however; the deposit may be applied to a future move with Pan Transit *** Lines within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the Pan Transit *** Lines agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Tuesday, 05/09/2023 02:25:37 PM (ET)
  Document Signature Name: *****************************
  Document Signature Email: ******************
  Document Signature Date: Tuesday, 05/09/2023 02:28:55 PM (ET)
  Document Signature IP Address: *************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

   

  We feel we have explained any issues the customer may have had in it's entirety. We are willing to offer a 20% refund in the amount of $503 as a courtesy. We hope the customer finds this agreeable. Thank you. 

  Customer Answer

  Date: 06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please advise how the refund will be sent to me.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/31/2023

  Type:Product 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.

  I was looking to hire movers for a cross-country move and chose Pan Transit Vanlines. I was flexible about the loading date but needed my items unloaded at a certain time at the destination on June 2. I called sales agent **** multiple times to assure this, where he explained to me that if we picked May 28/29 then they would start driving immediately that day or the next day and could drive up to 500 miles per day or do 8 hours of loading/unloading daily, arriving in time. He even offered cheap ***************** case movers got there early and where/how it would be stored. However, when the movers that were brokered arrived on May 29 to load my belongings, the movers told me there was no chance that our belongings would arrive on June 2 and that they had up to 21 business days to deliver our items. They would transfer my belongings to a larger freight truck that would leave whenever it was filled at an unknown date. When I called Pan Transit Vanlines to inquire about this discrepancy, the customer service rep ****** told me that they never can assure a delivery time and generally it is between **** days but every mover they broker is different. We had to send the movers away due to this crucial timing issue and had to make expensive alternative arrangements last minute. When I called back **** the next day for a refund and to express my immense dissatisfaction on being deceived and lied to, he acknowledged that something went wrong and said he emailed billing to reach out to us for a refund for our deposit but they never responded over the course of days. I feel stonewalled in getting a response as I now have talked to multiple people in the company about this. We want a refund of our $1,081 deposit at the very least.

  Business Response

  Date: 06/06/2023

  To Whom It May ***************** are in receipt of this customer's complaint. We do our best to deliver customer's items in a timely manner but unfortunately, we cannot guarantee a delivery date in any capacity. This is directly acknowledged in the customer's signed contract that we have attached a copy of. The section directly acknowledging this information is as follows: "14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. PAN TRANSIT *** LINES  LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PAN TRANSIT *** LINES  LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES." 

  The customer refused services at the time of pick up and while we do understand that it was because we could not guarantee his delivery we did provide services. The customer signed and agreed to a cancellation policy that states any cancellation within 5 business days of pick up window makes the deposit fully non-refundable. It also acknowledges that if services are refused on site it is considered a cancellation outside of the window and the deposit is non-refundable. Listed below are the sections acknowledging this:

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ******************************* no later than 72 hours of electronically signing the Pan Transit *** Lines agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace ****** of signing the original contract are non-refundable, however; the deposit may be applied to a future move with Pan Transit *** Lines within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the Pan Transit *** Lines agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Friday, 05/19/2023 10:16:17 AM (ET)
  Document Signature Name: *******************
  Document Signature Email: *******************
  Document Signature Date: Friday, 05/19/2023 10:17:21 AM (ET)
  Document Signature IP Address: 66.41.7.50
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE *** OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY PAN TRANSIT *** LINES LLC, IN WRITING TO *****************************.

   

  We are willing to offer a 25% refund in the amount of $270.25 as a courtesy. We feel we have addressed all issues and hope the customer finds this agreeable. Thank you. 

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20128095
  
  I am rejecting this response because:

  This response does not acknowledge the misleading claims of the delivery date made by the sales agent, ****. Action taken by the company to prevent future misleading claims by this agent was not specified. Also, in the wording of the contract, there is no length of time specified for delivery, making the ambiguity misleading towards thinking that materials could be delivered earlier/on time. The company website does not mention that they are brokers and imply their role as a moving company, which led me to believe they would begin moving our materials ASAP after pick up.

  For this misleading practice, we request 50% of our deposit instead of the courtesy 25% offered, or $540.50.

  Sincerely,
  
  *******************

  Business Response

  Date: 06/08/2023

  To Whom It May ***************** are in receipt of this customer's response. We have to go based on written information that the contract states, which is no delivery is guaranteed within a time frame. We have no record of a promised date for delivery but we do apologize if the customer was under the assumption that we would deliver on a certain date. We do not have a time frame for delivery as it does vary by locations and distance so no two jobs are the same. The contract that the customer signed states in multiple locations that we are a broker or a moving coordinator. Additionally, the customer signed a Bill of Lading that has the carrier information listed. If the customer was unaware that we are a broker it was not due to the information not being listed. We have attached again, the contract as well as the signed bill of lading. We will also list below the sections of the contract that specifically confirm that we are a broker. 

  4. CUSTOMER HAS HIRED PAN ********************** *** LINES LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PAN TRANSIT *** LINES LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. PAN TRANSIT *** LINES LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  
  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, PAN TRANSIT *** LINES LLC IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.

  We will not offer any additional compensation at this time. Our offer still stands with 25% at $270.25. Thank you. 

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will accept the 25% of the deposit as a refund, to be made by direct deposit back to the checking account from which it was taken.

  It is unfortunate that the business will not acknowledge the deceptive business practice made by the sales agent outside of the legalese of the contract. This is in addition to not even attempting to give a time frame in the wording of the contract or acknowledging a lack of clarity on their website as a broker.

  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair 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.

  We were going to use UHaul to move from ** to NCthis company contacted us and said it would be cheaper to use them to movethey had good reviews so we went with them for a quote of $2,700.00. They are a broker and ultimately responsible. On May 4th they sent a box truck (already 1/2 full with someone elses stuff) to pack and load, they then said it would cost over $3,000.00 more than what was quoted. At this point we had no choice but to agree to it as we needed out by May 5 th the next day. They originally asked us when we wanted it delivered and we said May 10th. Fast forward to today May 23rd at approximately 3:45 pm EST and we were told they were finally delivering our stuff tomorrow around noon, but would need $3,000.00 cash and since a tractor trailer is not allowed in our neighborhood an additional fee of $900.00 on top of the $3,000.00.This all is unacceptable as none of this was communicated to us, we told them at pick up, which was a box truck, that they would need to deliver with same as a tractor trailer would not be able to come to our new home. They said not to worry it was a smaller load, fits in 1/2 a box truck so it wouldnt be on a tractor trailer for delivery. They never said anything about an additional charge to put it in a smaller truck, now they told us it was in the fine print of the contract we signed.This is unethical on all sides and so many misrepresentations and not being honest and disclosing pertinent information even when asked. It is a switch and bait to get more and more money. We agreed to $2,700.00 and it has now risen to a total of approximately $7,900.00 At a minimum we want the $900.00 taken off the bill or refunded if already paid because we had no other option and they are basically holding us hostage with our stuff if we dont pay. But really we would like $1,900.00 off due to all the misleading unethical information.

  Business Response

  Date: 05/24/2023

  To Whom It May ***************** are in receipt of this customer's concerns. Please note that we did speak to this customer over the phone yesterday at which time we explained that the forms of payments accepted were listed in multiple documents signed, not in fine print, and we are unable to make an exception for the payment types. We also explained to the customer that their contract does read that a 53 foot tractor trailer completes most deliveries and if they are unable to access then a shuttle fee would be applicable. Again, this is something that the customer signed acknowledging agreement. While we do our best to avoid any fees for accessorial services we were not able to accommodate a box truck completing the long haul from coast to coast. Attached you will find signed and agreed documents that will acknowledge all concerns addressed by the customer. We do understand that additional costs can be frustrating and as a courtesy we would like to offer $300 towards the shuttle fee incurred. We hope that the customer will find this acceptable. Thank you. 

  Customer Answer

  Date: 06/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/22/2023

  Type:Delivery 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 paid Pan Transit Vanlines $3000 to move my 2 bedroom apartment items from *******, ** to ***********, **. The sales agent, ******, said my goods would arrive in 5-6 days, with 10 days being the maximum transit time.On May 11th, a driver for Energy Movers, a subcontractor of Pan Transit, picked up all my items and left. Today, may 22nd is more than 10 days from pickup and my goods have not yet been delivered.Even worse, after I made the final payment no one at Pan Transit or Energy Movers has answered my calls for status updates or returned any of my voicemails. I have left VMs for ****** at Pan Transit, ******* the dispatcher at Energy Movers and the driver of the actual truck - all with no response.Unless someone reaches out with a delivery date I will be forced to take legal action for breach of contract.

  Business Response

  Date: 05/23/2023

  To Whom It May ***************** are in receipt of this customer's complaint. Please note that we did speak to this customer via phone call Monday 5/22/2023 to advise them that their team is currently working on delivery. This customer's first available delivery date was 5/18/2023 so they are still in the beginning of a standard delivery spread. Per the assigned carrier, they will be loading this customer on the next truck departing to their delivery state. As soon as the items are in transit the customer will be notified directly. If there are any additional questions or requests for updates on status we ask that the customer reach out to our customer service team at ************ option #2 rather than to direct lines. We feel this has addressed the customer's concerns in their entirety. Thank you. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20089693
  
  I am rejecting this response because:

  ******, Pan Transits sales person, promised that my goods would be delivered in 5-6 days from pickup, not to exceed 10 days.  After I paid and they picked my items up, they moved the goal posts and said it would be up to 10 days from target delivery date.  

  However, on the most recent call with Pan Transit CS, they indicated delivery was now going to be next week (week of the 29th) this is 11+ days from the target delivery date and NOT within even the revised delivery timeframe.  

  Essentially Pan Transit keeps re-writing their delivery promise for their own expediency and has engaged in deceptive business practices from day 1.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/25/2023

  To Whom It May ***************** are in receipt of the response. We would like to refer this matter to section 14 of our contract, "14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. PAN TRANSIT *** LINES  LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PAN TRANSIT *** LINES  LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES." This again directly addresses the customer's concerns. If there is anything additional the customer would like addressed we are happy to do so. Thank you. 

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20089693
  
  I am rejecting this response because: 

  Pan Transits agent - ******, falsely represented the delivery timeframe.  Even thought the fine print of the contract makes no delivery promise, he provided a verbal promise at time of quote and that information was used to hire Pan Transit.  Again this is deceptive business practice to verbally misrepresent the delivery timeframe in order to get the sale.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/19/2023

  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 contacted *** Transit Vanlines to assist with our relocation from ******** to ********. I am a disabled veteran and was told that they were a veteran friendly company. I was quoted an amount to move our household belongs at ******* and then given a discount (I was told for being a veteran they gave me a mangers discount) bringing the total to $4500.00. I was told this was a guaranteed amount to move my household. We went room to room verifying contents. A list was created of every item to be moved including out grill and small atv. I paid **** down to lock in my move. I called back a week later to increase the size as my boxes after packing increased from the 40 estimates to 50. I paid an additional $600 brining my down payment to $2300.00. When the company arrived to move our house (my wife had to take the day off work because they showed up 3 hours late) the company informed us they needed an additional $6900.00 to complete the move that day and I would still owe the remaining $2800 from the quote when my items were delivered. The would bring the total for my move to $12,000.00. In addition to the increase, the on-site movers told ** they could not move the *** or grill. Both are clearly on the quote. When I informed them that it was on the quote and was now almost triple the quote, I was told to call the main office. This was at 1pm CST. I called the person that booked our move. He told me he couldnt help me that he was only in sales and would transfer me to customer service. I was transferred to an answering machine for customer service. I left a message. We waited 30 minutes and called back. This time the direct number I had for the sales agent went straight to his voicemail and I left another message. We did this off an on for 3 hours. Finally, at 4pm the on-site movers said they had to go. **************** called me at 6pm, told me I forfeited my deposit, and told me to call back the next day. I have and left messages. They have not called me back.

  Business Response

  Date: 05/23/2023

  To Whom It May ***************** are in receipt of this customer's complaint. Our team did go to the pick up location for this customer. At that time,  a revised cost was given due to additional items requiring space and services needed. The customer elected to cancel at that time time. While we do understand the customer was unable to reach a representative at their direct line we do provide customer's our main customer service contact number which we did speak to the customer on. We explained to the customer at that time the cancellation policy. We have attached a copy of the signed and agreed to contract which states that moves cancelled at the time of pick up are not eligible for a refund in any capacity as it is considered a cancellation outside of the window. 

  At this time we can offer to send a team out to complete the pick up for the customer but it would be important to understand that a revision of cost will be provided if all items and services will still be required. If the customer declines this offer then we are willing to offer a $300 credit to be refunded to customer as a courtesy. Please note that we cannot offer a refund in full at any point because the teams were allocated and did travel to the pick up location so all funds have already been appropriated. Thank you. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20079347
  
  I am rejecting this response because:

  Both the team picking up our items and myself were unable to reach anyone regarding the issue. The on-site team waiting two hours for us to contact someone before finally needing to leave. In addition, they refused to move two items that were not the original quote. They said they would not transport these items. Therefore, we did not move forward with movers as they refused to move quotes items. As for having additional items, there were no additional items outside the quoted amount. I even called a week prior to the move and added 10 boxes as we were over the 40 quoted and paid an additional $600. When I finally spoke with customer service, they told me I would need to wait until the next day to speak with someone as offices were closed. I called back multiple times, left multiple messages, and was never contacted again. I tried this for 2 days.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/24/2023

  To Whom It May ***************** have attached a call log of the customer's number listed on file from the past 30 days. As can be seen, the last call to customer service was on 4/27/2023. The customer did not call customer service during the issues on site but we did speak to the customer after the team was sent away. At that time we did state that we could send a team back out to the pick up location to continue assistance so that they would not forfeit their deposit. In regards to the items that the team was unable to transport, those items would have received a credit towards the grand total of the cost. Unfortunately, if the customer does not reach out to the proper phone lines at ************ we cannot provide proper assistance as we are unaware of any issues had. Based on this information we do not change our stance and will still offer the customer a $300 credit if they find it agreeable. Thank you. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20079347
  
  I am rejecting this response because:

  In response to the call log. If you notice on 5/15, date of pickup, I called multiple times. My first phone call to *************************, the agent that scheduled my move, I was transferred to customer service as he stated he could not handle my issue that he was just in sales and I needed to speak with customer service. He transferred me and I left a message with customer service. During this time I was also communicating with the dispatch person for the movers that were onsite. They were also trying to contact someone with Pan Transit. I then tried calling Pan Transit multiple times until someone from customer service returned my call after the movers had left. This person told me there was nothing they could do at that time as it was after hours and they were not even in the office. They instructed me to call back the next day, I did. I have not received another phone call from *** Transit. I would also like to point out that the initial issue, before informed of the $6900 price increase, was that they refused to move two quoted items that we were assured would be moved. I feel the refusal to move quoted items that we agreed to in our contract results in Pan Transits failure to honor the contract and we should receive a refund.
  
  Sincerely,
  
  *********************