ComplaintsforLojik Van Lines

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was originally quoted approximately $2800 to move my items. The Saturday before the move, I was contacted by the broker who informed me there would be an additional charge of $1000 to cover bulk fees for 2 arcade games. When the movers arrived, they charged me an additional $1039.00 for the same arcade games, stating they could not stack anything on top of the games and I needed to pay for the "wasted space". In the end that overall costs was over $5000.00. However, it doesn't end there. The movers left my house in PA on 12/6/23 and told me it would be 3-7 days before delivery in **. I called the main office on 12/8/23 and informed them I had to go out of town on a business trip to *******, **, so my items could not be delivered until 12/15/23, in which I was told "it was not an issue and they would alert their dispatch office". I called again on 12/11/23 from the airport just to ensure they were aware of my business trip and was once again told "it was not an issue and they would alert their dispatch office". At 1:40PM on 12/12/23, I was called by the driver and was informed they were delivering my items in ** the morning of 12/13/23 between 7am-9am, I told the driver I was out of town on business and that I had called their office twice to inform them. He told me the only thing I could do was to pay a re-delivery fee or have them get storage unit that I would in turn pay for. Their dispatch called me and the lady who's name I will not put in this review was EXTREMELY rude. I then called 8 different people at their company and was told the same thing. I ended up having to book a red eye flight from *******, ** to **********, ** for 12/12/23, in order to be there the morning of 12/13/23 to receive my items. Only to find they stacked items on top of the arcade games they charged me $2000 to NOT stack on top of.

  Business response

  02/20/2024

  We sincerely apologize for the inconvenience and frustration you experienced during your recent move with us. It is disheartening to hear about your negative experience, and we understand the importance of addressing your concerns.
  
  Regarding the unexpected charges for the arcade games and the subsequent stacking of items on them, we regret any miscommunication or misunderstanding that *** have occurred. We will investigate this matter internally and see if a refund is due. 
  
  We also apologize for the confusion and inconvenience regarding the delivery schedule. We will address this matter with our dispatch team to improve communication protocols and ensure such incidents do not recur. Our dispatch goes off of the contract provided at pick-up. The items were loaded before receiving the update. 
  
  We thank you for bringing these issues to our attention. Your feedback is invaluable as we strive to improve our services and provide a better experience for all our customers.
  
  Please don't hesitate to contact us if you have any further concerns or if there's anything else we can assist you with.

  Business response

  02/20/2024

  We sincerely apologize for the inconvenience and frustration you experienced during your recent move with us. It is disheartening to hear about your negative experience, and we understand the importance of addressing your concerns.
  
  Regarding the unexpected charges for the arcade games and the subsequent stacking of items on them, we regret any miscommunication or misunderstanding that *** have occurred. We will investigate this matter internally and see if a refund is due. 
  
  We also apologize for the confusion and inconvenience regarding the delivery schedule. We will address this matter with our dispatch team to improve communication protocols and ensure such incidents do not recur. Our dispatch goes off of the contract provided at pick-up. The items were loaded before receiving the update. 
  
  We thank you for bringing these issues to our attention. Your feedback is invaluable as we strive to improve our services and provide a better experience for all our customers.
  
  Please don't hesitate to contact us if you have any further concerns or if there's anything else we can assist you with.

  Customer response

  02/29/2024

   
  Complaint: 21162421
  
  I am rejecting this response because: the business has told me before that they would investigate the extra charges for stacking items on top of the arcade games and never followed through. This concern was brought up 3 months ago before filing a complaint with the BBB and there has never been an acknowledgment or contact from the business. 
  
  Sincerely,
  
  *******************************

  Business response

  03/04/2024

  Crystal states that we stated we would investigate this extra charge previously, our office was unaware of this issue until a BBB complaint was filed. Her delivery took place on December 13, 2023 and a BBB review was filed on December 16, 2023 (attached) ... three days after delivery. There were no calls made to our office after the delivery took place. 

  The original complaint states "The Saturday before the move, I was contacted by the broker who informed me there would be an additional charge of $1000 to cover bulk fees for 2 arcade games." As per the attached paperwork, there was only that $1,000 fee applied, there was no additional fee of $1,039 added. There is also no additional $2,000 to not stack the items. So, we are very unclear about where the additional numbers are coming from. The only charges and payments made are those on the attached Bill of Lading. 

  At this time, to move forward, we are willing to offer a settlement of $400 in good faith. If ******* can show that she paid an additional $1,039 and $2,000 to not stack, we will be more than happy to look even further into these charges. 

   

  Thank you. 

  Customer response

  03/12/2024

   
  Complaint: 21162421
  
  I am rejecting this response because: I have further documentation to show I was charged extra for the special care of the arcade games.  
  

  I am currently out of town on business travel and will submit the documentation when I get home on Friday, March 15th. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to deal with fraud and theft from Lojik Van Lines moving company since July this year and was trying to resolve this but they did not respond and disappeared.The original estimates from a broker All Coast Moving was $3,847.00 to deliver my goods from MA to ** and I thought they actually a moving company who were supposed to ************* but later I found out that they are actually a broker and not the actual moving company.On the day of my move in MA (July 7, 2023) some random 3 guys from ********** without a license showed up at my door to pick up my goods and said they from Lojik Van Lines. I called All ******************** and they said that those guys are the one who will move my items. The Lojik driver charged me an additional couple of thousand dollars in cash (they did not accept any cards or checks) and I ended up paying $5,979.60. The driver who was picking up my items added FAKE additional items which were charged and never existed in Shipping . The issue is when he provided me paperwork - he DID NOT show me the page with new fake items and I did not see it and there were no numbered pages. I found out about this later from All Coast Moving. They also stole some items while moving. A couple of items were damaged as well. I lost about 2-3K. At the day of the delivery July 19 2023 I spoke with the owner of Lojik Van Lines on the phone and asked to sign a simple statement that the items in inventory listed was not delivered to me because they were fake but he refused. Later, I received a call from owner assistant who said that they will resolve this issue if I will submit an email.so I did and provided even video and they stop responding **** need refund $2000 at least.

  Business response

  01/16/2024

  ******'s complaint has been submitted to our claims department CSI. CSI is in process of reviewing the complaint in order to provide reimbursement. We will follow up with CSI to see where they are with this complaint. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is a moving company they were hired to move my daughter from ** to **. they have cashed two check for ************************************* 5 days on when the items will be delivered and when we call we cant get anyone it goes to vm or a receptionists has told us for 3 days now someone will call. how would they like to have thier items taken?? not likely. also , the contract was for $2598. when they arrived my daughter paid them $,1880. check was cashed same day as it was on a Friday afternoon at that. I really thnk we have been taken for money and the items are stolen. no contact, nothiing. I want answers.

  Business response

  10/04/2023

  The household goods were picked up on 9/29/23 with a first available delivery date of 10/1/2023. The standard estimated delivery time frame is **** business days. We are well within the delivery time frame. An unsuccessful phone call was made to ************** and emails were sent to the following email addresses: *****************,
  **********************, ************************* We have informed them that the items are scheduled to get loaded today (10/4) and we would confirm that once the items are on the delivery truck. We have not stolen the items. The items are in our climate-controlled warehouse in ** awaiting assignment to the delivery truck. We have attached the email to this response. We will reach out again via phone and reply again to all the emails we have been sent. Thank you. 

  Customer response

  10/04/2023

  When we first contracted Moving Solutions to do the move - they stated the movers would bring the items to the new location within 2-5 days. We asked numerous times about this and was assured this was accurate by *****. Upon the pickup of the items there was items that were marked DO NOT TAKE but got taken by the movers anyways. Not sure how they classify on the invoice they placed anything since my daughter and son in law did the packing and the movers were there only 1 hour. Thats incorrect billing and charges that need to be taken off the bill. This week we have contacted Lojik Van Lines and been lied too. They have said for 3 days we would hear from someone on when the items would be delivered, snd after calling form3 days and being lied too - my daughter sent an email and we received it back today and it was very frustrating and unprofessional snd unacceptable. So now after contacting them for days they tell us it could be as late as Oct 21. This is totally unacceptable- how would they like their stuff, clothes be sitting somewhere and not know where they are or who is doing what ? We find out today instead of their home items being on their way it is in a warehouse somewhere- again how is this professional?? How is this acceptable? Bet they wouldnt like it ! Not only that but my son in law and daughter start work and when and how is someone supposed to know to be there when they come ? Again unprofessional ! We were quoted $2398.25 by ***** at Moving Solutions -*************)- when they got there for pickup my daughter wrote them a check for $1880, she thought it was the full amount. However now we are to find out they want an additional $800 more with no explanation! Now feeling like since the items are in a warehouse that they hold their possessions ******. We want the items delivered asap and be done with this company. This is the most frustrating, stressful and unprofessional thing I have ever seen.see attached email in portions. I want a return call from upper management regarding this to resolve on getting their items and discussing reducing the cost. I want this asap. 
  *********************

   

  Business response

  12/15/2023

  Good Afternoon, 
  
  It has come to our attention that the complaint pertains to a delivery issue over two (2) months ago. In response, we have attached the relevant delivery paperwork for your reference, which confirms that the items in question were successfully delivered within the agreed-upon timeframe.
  Additionally, the complaint references an email thread involving frustration and perceived unprofessionalism. We have also attached the email correspondence for your review. We sincerely apologize if any aspect of our communication was deemed unprofessional, frustrating, or unacceptable. 
  
  It is crucial to note that our records indicate the matter was resolved promptly over two months ago, and the goods were loaded onto the delivery truck on October 5th, well before the expected delivery date of October 21st. We understand the importance of a seamless customer experience and are committed to addressing residual concerns.
  
  Should there be any lingering questions or further concerns, please contact us at ********************************* We value your feedback and are dedicated to ensuring the continued satisfaction of our customers.
  
  Thank you for your understanding.

*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. ↩