ComplaintsforPinnacle Van Lines LLC

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agree for Pinnacle to move kitchen cabinets and granite countertops from *************, ** to **************. I was assured that they would be wrapped and protected through transit to delivery. They destroyed serial cabinets and were NOT seen being protected when they left my residence nor when they arrived in ****. The owner ***** has only offer having ME pay his "friend" to install and he would pay for the repair. I have asked for some return on the shipping cost. He has to me my belongings were "junk" and weren't going to make it anyway. He has been harsh with correspondence and unwilling to effectively communicate a resolution. His business practices are NOT as what he describes.

  

  Business response

  10/30/2023

  First off when I was called about the damaged cabinets I apologized and said to you let me work on a solution. I have family that lives in **** and I asked them if they knew any carpenters and they did. I called the ********* and sent pictures of the damaged cabinets and he said he could repair them for us for around $400-$500 and then he could install them for the customer for around the same price. I thought that price was reasonable so I called back to set that up with you and that was unacceptable because you felt that I was forcing you to use my guy and pay him. I just wanted to get the issue resolved without having to file a claim. Reason being the compensation for damages is 60 cents per pound per item damaged which I knew would be less than what it would cost to repair the cabinets. Your solution of "I only want to pay $1,000 and you refund the rest" was not what we were willing to pay for the damages. To replace the cabinets brand new wouldn't cost that much. I feel that I tried coming to a solution that wasn't paying you $1308.85 and there was nothing I could say or do that would suffice. So, I gave you the claims information that is in all of the paperwork and contract you received and asked you to go though the proper channels to see what the claim would be. Once CSI comes up with an amount for us to pay I'll refund you that to the card that was used. 

  

  Business response

  10/30/2023

  The REAL issue with this customer is money. The woman that paid for everything wants to be reimbursed for what she paid us to ship everything up there. Her sister in law in OH doesn't have the money to pay her back right now so she is taking it out on us now trying to force us to pay much more than the damaged cabinets are worth. The cabinets were used free cabinets that her husband got from a demo job. I offered to have them repaired which is much more than telling her to go to claims and get 60 cents per pound. I don't know why she doesn't want the guy I was going to send them do the job I told her I would pay someone they want to do it to fix it. Nothing other than $1300+ was going to be enough. 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Pinnacle Van Lines LLC Corporate Headquarters: **** NW *** WAY FORT LAUDERDALE FL 33309 January 27, 2002. $600. I am owed a Refund, I am not using their services and I cancelled way in advance of March 1.

  

  Business response

  02/12/2022

  Not sure what the March 1st date is about. We have 2 e-signed contracts from Heidi. Originally the date was set for 2/12-13th for pickup, which was signed on 1/29/22 and deposit of $600 was paid. Section 9 of the contract states: 9. IF ELECTING TO CANCEL YOUR MOVE WITH PINNACLE VAN LINES LLC., WRITTEN NOTIFICATION MUST BE SENT TO [email protected]. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 72 HOURS AFTER SIGNING THE PINNACLE VAN LINES LLC. AGREEMENT. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF SIGNING THE AGREEMENT WITH PINNACLE VAN LINES LLC. WILL RECEIVE A FULL REFUND, MINUS 3% DUE TO INCURRED MERCHANT FEES. IF YOUR FIRST AVAILABLE PICKUP DATE IS WITHIN FIVE (5) BUSINESS DAYS OF ELECTRONICALLY SIGNING THE PINNACLE VAN LINES LLC. AGREEMENT, AND YOU REQUEST TO CANCEL, YOUR DEPOSIT IS NON REFUNDABLE. 

  Not only did she not cancel within 72 hours, she called in to change her pickup date to 2/26-27th and e-signed the contract again. When she spoke to my partner Anthony she went on about how our salesman Chris told her she can cancel anytime before 7 days prior to pickup. If our salesman told her this, we would have to honor what was said and refund her. I went back and listened to every phone call that was made and received from Heidi and at no point was anything said or asked about cancelling within 7 days of pickup. The only time 7 days was mentioned was when our rep told her to get us a firm pickup date at least 7 days prior to wanting to get picked up. 

  We explained to Heidi that we can put her move on hold and she can use her deposit towards a later move. We had an agent assigned to the job already and a portion of the deposit will need to be paid to them for the cancellation. 

  

  Business response

  02/15/2022

  As stated in my response I went back to listen to all the recorded phone calls between you and Chris. At no point in any conversation did you ask anything about cancelling and receiving a refund. Chris told you, "We can put a tentative date for now, and when you get a firm date you can let me know and we'll change it. But please give us 6-7 days notice to schedule your pickup." Both contracts that were signed by you that I attached explained your deposit is Non-Refundable after 72 hours of signing with Pinnacle Van Lines. Express Van Lines in Las Vegas was our agent we had assigned to your move back on 1/31. You called us and spoke to Anthony back on 2/04 to change your pickup for 2/26-27th. You e-signed the contract again for the new pickup dates on 2/04/22 at 1:25pm from IP Address: 97.127.248.153. We still honor your deposit for up to 12 months from your original pickup date. You also know that we had a carrier assigned because they contacted you mistakenly the day before your original move date of 2/11. That is when you contacted us to cancel. Please re-read your contract that you signed twice. I'm sorry you felt the need to cancel after speaking with the agent but we have a cancellation policy for a reason. 

  Customer response

  02/16/2022

  
  Complaint: 16758915
  
  I am rejecting this response because: I do not know of anyone calling me or assigned to my move. If they were, you would of contacted me and told me who it was. Also, you admit that the date was flexible and changed, so there is absolutely no reason for movers to contact me on a date that was not made.  I see your complaints here on the BBB and you are a very dishonest company that owes me a Refund!

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

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* *** ***** is the worst!!!******* is disrespectful to say the least!! Per ******* I was the worst customer due to not answering a phone call from him.******* was advised due to a medical procedure I wasn't able to conduct business,per ******* that's my problem.I asked to speak with a manager owner anyone other than Anthony.******* stated he was it,no one is over him,he's a partner. I asked to speak with another partner asked for the name of the partner I was told to look it up online. ******* stated I couldn't call Walmart and ask for the CEO. This company quoted a price the price doubled when the movers came for the job.I was quoted a price the day of pick up the quoted amount doubled. The only reslove ******* offered was sarcasm and utter rudeness. The only change in inventory was a couple of boxes,everything was organized and ready to go.Thanks to ******* I have to scramble to find a moving company.

  

  Business response

  12/14/2021

  Agent called us when they arrived to the customers home to assess the move. Carrier explained the customer had approximately 500 additional cubic feet worth of stuff. Videos were sent of customers furniture and some of the items were much larger than what we had on original estimate. The movers gave customer the option to only take the 493 cubic feet originally quoted for the estimated price. Customer Only wanted to pay with a credit card which is not accepted for pickup or delivery payments. The method of payment is discussed in the contract that was signed as well as the Quality Assurance emails that we send prior to the move date. The way the phone call to us could have been handled a bit better but the customer was extremely combative to any solution Anthony was trying to come up with. Giving estimates over the phone, we are only able to estimate the information the customer provides us. We do not make a dollar for under quoting a move. The deposit that we take is sent to the carrier to cover the service failure.
  See Attachment/File: Printed Estimate Kimberly Peoples.pdf

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pinnacle Vanlines brokered a move from Arizona to Madison. They quoted me a price based on pictures and a phone inventory of $2,300. The contract local moving service they used came and charged me 2x the estimated price. Pinnacle Vanlines also gave me a date of delivery of approximately 2 weeks after pick up. They picked up my items on 10/30. By 11/15 I had not heard anything from the broker at pinnacle nor the agent from the local movers. I tried contacting them by phone, email and left messages. I called the police department in the city listed on the paperwork for "AM Moving services" the officer stated that the address listed as an office business was I face an apartment complex. I then called the police in Ft. Laurderale and had police go to the adddress listed as the office for Pinnacle Vanlines, this was also an apartment residence. I filed a stolen property report in both Florida as well as Gilbert Arizona. All of Pinnacle Vanlines customer reviews online are self generated fake Facebook profiles. To date I have not heard anything about my items or when I may get them, I do not even know where they are being kept. They stole my things as well as my money

  

  Business response

  11/23/2021

  We are working with the carrier on the customers behalf to assure accuracy and make sure everything is delivered. Response from carrier: Customer had 218 cubic feet extra from the base estimate. Total space volume 600 cubic ft due to some oversized items. There was also $250 on stairs and $600 on additional packing & crating. Customer signed and agreed before loading one item on the truck. All the charges where approved prior to load. Carrier has up to 21 business days from the first available delivery date to get items delivered. AM Moving and Storage is the carrier assigned to this job. We are working with them to assure the job gets completed as soon as possible.
  See Attachment/File: 17863662107_12132932391_1_1635951462694.jpeg

• Initial Complaint

  11/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cross country move 11/1/22 Quote / Estimate at just under $10,000. Packing and Moving a two bedroom apartment (1,111 sq. feet living space) plus 100 sq. Foot storage unit. One adult. As of loading the estimate turned into a $15,000 bill, a 50% cost above the estimate. ******* at Pinnacle was disrespectful and had no valid explanation of a 50% increase. What moving company gets an estimate 50% off? This is a bate and switch and holding you hostage in this shameful business practice. I should not be responsible for the extra $5,000. I feel taken advantage of and treated very poorly. I had not checked with BBB prior to selecting Pinnacle but in reviewing the complaints filed I see this gross miss on estimates happens often.

  

  Business response

  11/17/2021

  I have reached out to Air-1 on your behalf to get a better understanding of what took place at pickup. What I was told is that a lot of your items were much larger than described. For example you told your agent you had a regular sofa, but you have a sectional which takes up more space. Boxes we were told were Medium were actually large boxes. You were charged for a total of 1590 cubic ft. They did not charge you for the full truck. A full truck would be 1750 cubic ft. I asked that they go over the items again and make sure the volume calculations are correct. Pinnacle Van Lines does not benefit by leaving cubic feet off the estimate as we get paid only from the original deposit. We also called you prior to pickup to double check your inventory to make sure it was accurate. At that time you only added 90 additional cubic feet. The carrier also gave you the option to only take the 1090 cubic ft originally estimated. You have to sign the revised paperwork before your items get loaded so there was no "Hostage situation" Again, we want to make sure the carriers are correct with their calculations and have reached out to the owner to see what discounts/credits can be applied.

  Customer response

  11/30/2021

  **********************
  
  from: **********************
  to: Better Business Bureau
  date: Nov 30, 2021, 10:49 AM
  subject: Re: BBB Complaint Case# 90655218 (Ref#106-90432427-90655218-12-1310)
  mailed-by: gmail.com
  
  
  
  
  
  
  
  10:49 AM (2 minutes ago)
  
  to me
  Hello,
  
  I am delayed in responding and I do not accept the response. There are additional concerns developing with the company not meeting the contracted 21 business day delivery date. I will provide a more detailed response soon. To tell you the truth I felt fear if I said anything further that I would not get my furniture.
  
  Indeed it has been 19 business days today and my furniture has not even left CA to begin the journey to PA. I was notified today my furniture remains with the Air One subcontractors in CA in storage since it was loaded from my home on November 1 2021. No commitment other that it will be loaded on a truck going West in the next day or two.
  
  ****** ****

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given an initial estimate of: $2,529.15. This is after an "early reserve discount" of $917.00 was taken off. I went through a list of items in my one bedroom apartment over the phone with Pinnacle and this seemed like a very reasonable deal. When my movers came on moving day, they increased my estimate. I paid an additional $2,516.00 on the move date. I am already well above my estimate (I did have more boxes than anticipated). When my things arrived in Columbus, I was told I had to pay more based on the number of stairs to my second floor unit. $150.00 was added for stairs and I paid $2,116.00 today. This brings my total to $5,381. This is $2,851.85 more than my estimate. When my items arrived, there were multiple damages to my things, and they did not put my furniture together as promised. They used a company called Unlimited Moving and Storage to handle my move which they never told me would be the case.

  

  Business response

  01/01/1900

  Business Response /* (1000, 5, 2021/09/14) */ We are terribly sorry to hear about your experience with Unlimited Moving and Storage. I reached out to them to get some answers on your complaint. I was told 30 additional items were added at pickup. We rely on the information you tell us about your inventory when you book, and also when we do the quality assurance call before pickup. We schedule this call to get every last minute item you didn't have on your inventory list. When we did that call with you, you added 1 additional item. We spoke with Unlimited about providing you any refunds or credits and they agreed to apply an additional $400 discount to you for the inconvenience. We would never intentionally leave off inventory items. As a broker we only make a small % of the total cost. We would not want to cheat ourselves out of money and cause a bunch of confusion at pickup. Attached is all the paperwork from Unlimited Moving and Storage. The revised estimate shows the additional volume added at pickup. You should be receiving a call today from Unlimited Moving and Storage to go over the $400 credit and to address any claims or concerns. Consumer Response /* (3000, 7, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I included the small discount in my total which is still more than double my estimate. All the extra items were small boxes. If you look at the inventory, nothing large (furniture, appliances) were added. There is no reason the charge should have been that much higher than the estimate. Even speaking on the phone with people at Pinnacle, I was told over and over the charge should not have been that high and to deal with Unlimited who is impossible to get a hold of. In addition, I did not receive the services promised by Pinnacle: my furniture was NOT assembled (they didn't have a drill) and things were carelessly put on the truck causing many items damaged or destroyed. The following were destroyed by the movers: shattered TV, shattered glass coffee, table, shattered glass clock, broken floor lamp. The following furniture was badly damaged: peloton bike leg bent, large chunk out of my dining table, chunk out of wooden bed frame, bent rails on my bar cart, nail sticking out of my couch with scratched on the leg, broken bicycle (brake torn off and smashed). Many boxes marked "fragile" were smashed. I chose Pinnacle because of a reasonable estimate, and an assurance my things would be taken care of. I waited almost two weeks for my items to arrive in Columbus and could not get ahold of Unlimited (they still have not contacted me as you promise) and my things arrive destroyed. Unacceptable! I am seeking back the amount that was above my original estimate, as I did not receive the services promised. I have pictures of all the damaged items. Business Response /* (4000, 9, 2021/09/20) */ Thank you for taking the time to let me call you so we can come up with a solution. I was able to get Unlimited to agree to return an additional $1,000 to you. They should have sent an email yesterday going over the details. I'm glad we were able to reach an agreement and hope that our actions on your behalf reflect well on Pinnacle Van Lines intentions. Again, thank you for the opportunity to get your issues resolved.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is the WORST LIARS I have ever dealt with! I called them a month in advance to move me from California to NJ. They went through EVERY single item that would be shipped and gave me a great quote so I went with them. They sent a HORRIBLE MOVING company, which was different from who they originally said they would be using to ship my belongings across the country. The company they sent was RUDE, BELIGERANT & unprofessional. They said they could only move my things for an additional $6000, which I didn't have and this was on the DAY OF MY MOVE! Then I spoke to ***** from Pinnacle Van Lines who said he was a manager and that he would make it right. The next day he sent a NEW company that he said would be amazing, but they loaded up all of my belongings this time on the truck and then hit me with a $5000 BILL written on scrap paper telling me that I had to pay it right there and then. I WAS STUCK & HAD to CHARGE the money since I didn't have it. Things got even WORSE from there!

  

  Business response

  09/09/2021

  This move took place a year ago. We sent 2 separate companies that Both told you that you had more inventory than you told us. You provided us the inventory list which changed drastically when we called you prior to pickup. If 2 completely different movers are telling you that you have more than what was estimated, you have more. There's nothing any of us a Pinnacle Van Lines could have done to estimate additional volume you left off your inventory list. We rely on you to provide every single item that is being moved. Moving service is charged by volume. Every cubic foot of space that is used on the truck is $7 for your route. Pinnacle Van Lines did nothing but provide 2 quality carriers to service your move. You attempted to charge back on your credit card payment to us after your move had already been completed. We are sorry your expectations were above what any moving company would have been able to do for you.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 14th, 2021 I had Pinnacle Van Lines scheduled to pick up my stuff from my home in PA & move it to my new residency in FL. I was originally quoted $2200 for the whole move, including all of my bedroom furniture, living room furniture, lamps, an area rug and 20 medium sized boxes. It was my first time using movers & the sales rep assured me that this should be enough room for all of my things. When the movers actually arrived to start taking my stuff, they said for the amount of space I was quoted, only my bedroom furniture would fit and that it was going to be double the price, even though the quote had multiple other items on the list. When I tried to call & text the sales rep to understand what was happening he NEVER responded. I was also told by the sales rep my stuff would be there between June 24th - June 27th. My stuff did not arrive until July 6th! And once again, the movers tried charging me an extra $500 for delivery. I also had multiple things arrived damaged.

  

  Business response

  08/20/2021

  Business Response /* (1000, 5, 2021/08/17) */ Contact Name and Title: ***** ***** Contact Phone: XXXXXXXXXX Contact Email: *****@pinnaclevanlinesllc.com The carrier assigned to this job, SH Movers came in and assessed the inventory and there were more items and additional volume than what was listed on the original estimate that was given over the phone. The sales rep did not give any specifics on a delivery date and only provided the typical window of time it takes for a move of over 1100 miles. That window of time Starts on your 1st date of availability, not the date the items were picked up. The delivery location would Not allow a 53ft semi trailer and a shuttle needed to be used. "the movers tried charging me an extra $500 for delivery" is the standard shuttle fees that are disclosed in the contract that was signed with Pinnacle. But since Pinnacle is such a Terrible company we agreed to cover the $500 shuttle fee out of the $675 that was paid to us. Not sure this experience warrants a complaint. We already refunded the majority of the money that was paid to us. Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I knew that Pinnacle Van Lines subcontracted their business out, I would have never went with them. The sales rep did not make that clear over the phone. Pinnacle should better vet out their movers if this is the type of quality their customers receive. Also, it was very unprofessional for the sales rep, who I had built a relationship with, to ignore all of my calls and texts, even if it was out of his hands. Lastly, I understand there was additional volume than was on the original estimate, but in no way was there DOUBLE the amount that was estimated. The estimate given was not even close. It was very much a bait and switch situation that I hope others do not fall into. Business Response /* (4000, 9, 2021/08/18) */ Your "Desired resolution" was price adjustment/refund. We have refunded you $500 of the $675 Pinnacle Van Lines charged you for your shuttle fee. We can go ahead and refund the remaining $175 that you gave to Pinnacle Van Lines. Any adjustments to SH Moving would have to be brought up with SH Moving. Consumer Response /* (4200, 11, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I have to deal with SH Movers, why did I bother paying Pinnacle Van Lines to broker the deal? The whole thing just seems very skeptical and unprofessional. I also was not "refunded" anything. The delivery location was more than capable of fitting the mover's truck through - I see trucks that large pull in all the time - so there was no reason for the charge to begin with. SH Movers assumed incorrectly and opted for the shuttle, which should not have been at my expense anyway.

*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. ↩