ComplaintsforVanLines Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Guarenteed Van Lines Do not attempt to make sure the information THEY HAVE is correct then charge you for thier mistakes. My move was scheduled due to a family emergency. I explained during the first call I had with ******* what I needed moved he claimed it was all correct and my move was all set. My list included 25 boxes 15 medium and 10 small a small dresser large dresser 1 double bed frame 3 tvs a couch love seat recliner electric fire place and my dinning room table with 6 chairs. I explained due to my family emergency I was down sizing rapidily. My quote was for ******* I paid 1300 up front to hold the truck. I spoke with ******* on 6/15 on 6/17 **** called to verify my move and go over one more time my list of things. I started to go over the list again and **** told me that I was changing the original list. All I had was 57 boxes to move and this "new list " would cost 6700 to move. I never once said I had 57 of anything!!! Long story short I then canceled there services. **** told me it was canceled. 3 times. The next day a new lady called again attempting to get my list verified. I explained what happened with the last call and stated it was canceled yesterday by **** and that the deposit was not taken from my account as of now and that it needed caceled. She then stated no one can cancel orders except her as she is the supervisor, she then canceled my order and sent me an email verifying it was canceled the next day 6/18 i saw that guaranteed van lines had gone in and taken the 1300 dollar deposit AFTER THIER SERVICE WAS CANCELLED i then recieved an email stating that my deposit would get returned but thier 15% fee would be taken. Then a new email came in an hour later saying I'd canceled to late and they are keeping my money. Thier policy states you have *********************************** on Saturday June 15th at 10 am it was canceled Monday June 17th at 1pm that is well within thier "72" hour limit.

  Business response

  06/20/2024

  ****************, we did not book your move. Guaranteed Van Lines is in ****************. Please submit a complaint against them. We are Van Lines **** in ******************. Please check your paperwork for the correct company. I'm sorry you had so much trouble. 

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are correct this is the wrong company I have entered my complaint against the correct company. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Did nor receive services that were promised

  Business response

  02/28/2024

  On November 30, 2023, ********************* signed a Binding Moving Estimate to move their inventory from Lake, MI,to *********************, **, at a cost of $19,992.01, and **************** paid a deposit amount of $5,931.12. This included "white glove service," which is a full-pack service where the carrier comes into the home and packs everything for the customer. On December 6, 2023, our **************************** called **************** to get a final count of inventory. At that time, the inventory was increased, and **************** paid an additional deposit of $1,719.13.
  On the day of the pickup, December 12, 2023, our office called **************** to ask how the pickup went. We did not get a response from ***************, so we called the carrier, NY Pro Relocation, to ask how the pickup went. The carrier said they packed everything, and **************** had an additional 411 cubic feet. This was an additional expense. The carrier did not charge *************** for the extra packing, just for the extra cubic feet. The inventory was delivered on December 15, 2023. At the delivery, the carrier said they needed to use a shuttle to get the inventory from the semi to the new home. The driveway was not paved, and the ground conditions were very wet. The carrier didn't want the semi to get stuck in the mud. This added more charges. The carrier gave them a reduced rate for the shuttle, and VanLines, **** also offered to give **************** $800.00 to offset the shuttle cost. **************** refused the $800.00.
  **************** did a chargeback for the 2 deposits on her contract.**************** also did a chargeback to the carrier. It remains that the inventory was picked up and delivered on time. To date, **************** has not submitted any damage or missing claim. It appears that **************** does not want to pay any portion of her move. Given all this, I'm not sure what services she did not receive, as promised.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid Vanlines ****** dollars to move from **** ** to ************ ********. Price Started at ***** dollars ended up paying ****** had damaged furniture and they refused the claim.Can not email them the messages do not go threw.That business is nothing but a rip off,Thanks

  Business response

  11/20/2023

  We are still awaiting paperwork for your move from the carrier. I will reach out again today so we can see why your move was more expensive than originally calculated. As for the damage report, customer service asked you to email the rejection letter you received from the carrier, ******* Moving & ******** **** You stated that the emails were not going through to our customer service department, even though you previously sent emails to this address successfully. ***, in ***************** sent you an email so you could directly reply with a copy of the rejection letter. We still have not received a copy of the letter so we can further assist you in receiving compensation for your damages. I will be back in contact with you after I review all the documents. If you could please send over a copy of that rejection letter, it would be very helpful in that area. Thank you.

  Customer response

  11/21/2023

  Vanlines will not get back the email address they sent me dose not work.Tried several times to send the rejection claim and the total cost of the move which stated before came to ****** don't know what else to do just asking for an answer Thanks 

  Business response

  11/27/2023

  Good morning,

  As of Friday, November 24, you emailed the rejection letter from the claims company to Mena and **** in our customer service department. *** is following up on it. She comes in at 11, and she will be contacting you with any information you receives. Thank you for the letter.

  Customer response

  11/27/2023

   
  Complaint: 20880543
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I understand they are working on it but this had been 3 months with the damaged furniture and the price. It cost ***** dollars more than the price quoted plus the movers were 4 day's late getting there just looking for a reasonable solution to this Thanks 

  Customer response

  11/28/2023

  Thanks but this is no satisfaction what so ever. I have been more than nice and very patient to say the least they never contact me unless I do it ,Won't even answer why the price went up so much but I will not give up What's Wrong Is Wrong 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date : 8/26/24 I was promised a delivery date of 8/28/23 of my items being moved across state lines on a recorded call. Because of this I proceeded to put down a deposit of about $879 hoping my items would make it to my new home at the same time as me. On the day of the move, the movers showed up to my home at 9:45pm after being quoted a time between 9:00am-12:00 (12 hours after my quoted pick up time). When they arrived, I confirmed the delivery date of my items to my new address (the following day - 8/28/23) and I was told by the movers that I have to pay $1000 or I have to wait 30 days for my items to be delivered. I proceeded to drive whatever items I could fit in my car up to my new location myself, flew back home the following day, paid an additional $1100 to rent my own uhaul, and drove across state lines once again. I tried to contact Vanlines and speak to the broker that gave me my quote but they refused to allow me to speak to her. They never got back to me regarding the recorded calls that they acknowledged that they have on file in which I was told my items would come on my guaranteed day. Vanlines refused to refund me my money so I proceeded to call my bank and dispute the charge because my services were not rendered. My bank ended up denying my claim and the reason provided was, the transaction was done in person, which is completely false. They are making false fraudulent claims to my bank and regulated in my account being overdrafts the $879. Attached you will see the screenshots showing the time the transaction was done as well as the phone number matching that of the company. Attached you will also see that my estimate was cancelled.

  Business response

  11/03/2023

  ******************, you booked your move on a Saturday for a pickup the following Mondaya very fast move. Your moving consultant told you she would not have a firm answer about your pickup until she spoke with scheduling.There is usually a two-day window for pickups. This one-day window is very unusual.
  I have reviewed all the phone conversations, and a delivery date was never mentioned. When you asked the carrier for next-day delivery, he called his office and was told that he could deliver the next day if you wanted to pay for the entire cubic feet the truck holds. That truck was scheduled to pick up another household, so they would have a full truck going to Georgia. The only way the carrier can keep pricing low is by having full trucks.
  As far as your bank telling you the reason they would not give you the chargeback was because the transaction was done in person, is not a true statement. I have no idea how they got to that conclusion. Our paperwork and correspondence with them stated that the contract was electronically signed, and the payment was over the phone. I will attach all the paperwork I sent to the bank for your review.
  The bank denied your chargeback and then you went into Pre-Arbitration, and the bank denied you again. There are no fraudulent claims in any of the paperwork. The banks take chargebacks very seriously, and they weigh all the information given before they make a determination. Now, we are responding to your 1-star review on the BBB website. I hope the uploaded documents will give you a clearer picture of the events of your move. We are sorry you did not choose to go forward with us and instead rented a U-Haul. Im sure this decision came about because there was no moving company out there that could accommodate your requirements on such short notice.

  Customer response

  11/03/2023

   
  Complaint: 20812469
  
  I am rejecting this response because: even when I asked for the recorded calls stating what she verbally told me, you only responded or mentioned every phone call except for the one where she would acknowledged that I would receive my items on time. You impacted my entire last day in Florida by constantly pushing back the pick up time with the last hour of all three of the estimated pick up times. You quoted me 9:00am-12pm, waited until 11;30 to say 4-6pm, and then waited u til 5:50 to say 8-9pm and I had to call you myself around 9:15 to ask where they were and they didnt show up until 9:30pm. Its ridiculous and you didnt even allow me to speak directly to the broker who I made the arrangements with. I had to pack what I could fit in my car, drive to Georgia, pay hundreds of dollars for a next day flight, over $1000 dollars for a U-Haul, and make the 9 hour commute again. All within a 36 hour period, just because of lack of transparency as a business. If it was too last minute and you could not accommodate me like you said you could, you should have rejected the job. The broker even mentioned on the call that she had to get special permission at the last minute and it was approved. If you couldnt do it, it should not have gotten approved. Very poor experience. Very poor business. This alone has costed me over $2000 to solve. 

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

  Business response

  11/07/2023

  Unfortunately, this site does not accept the recorded calls. I will still send them to you directly.

  Business response

  11/07/2023

  The movers not showing up when they said they would *** be attributed to issues with the truck; possibly a move early in the morning took longer than anticipated because the customer had more items than originally reported or traffic. There was no acknowledgment that your items would be delivered the day following pickup. Any time there is a straight pickup and delivery, the customer is charged for the entire truck. Standard delivery for a move that is 607 miles, such as yours, the ********** of ************** guidelines are 1 to 14 business days. Usually, it is not that long, but those are the guidelines. These guidelines were listed in your contract. Just as your moving representative told you when you signed the contract, you need to sign the contract that specifically states pickup for Monday, August 26. If your representative had understood that you needed a straight delivery, that would have been in the contract as well. The only mention of being at your new location was when you told your representative that you and your mother needed to be at the new place on Tuesday to pick up the keys. If you had been clear about needing the movers there on Tuesday as well,your representative would have reached out to scheduling to see if this was possible. If possible, there would have been an extra charge for the entire truck.
  Unfortunately, you did not ask the carrier when they could deliver to your new location. It *** have been a matter of a day or two.
  It still remains that VanLines Inc. organized your fast pickup. We paid non-refundable monies to secure your truck, movers, tolls, mileage, and gas charges. It was your sole decision to turn the carrier away when they arrived. You decided to rent a U-Haul. The plane ticket is confusing to me. In one of the recorded calls, your mother states that she would drive with you to Georgia to pick up the keys. She also said that originally, you would have a girlfriend drive with you, but when she learned what the plane ticket would cost to return to *******, she backed out.
  We did everything we could to get your move accomplished. I have included all the recorded calls. Unfortunately, this site does not accept MP3 files. I will send them directly to you.

  Customer response

  11/07/2023

   
  Complaint: 20812469
  
  I am rejecting this response because:

  I made the broker aware that they were to meet me there the next day because that was the day I was picking up my keys, which is exactly why I put everything I owned In boxes. When the movers showed up to my house at 9 PM, I clarified with them that my items would be delivered for sure the following day he then made a phone call, pass the phone to me, and the person on the phone informed me that it would cost $1000 for me to receive my items a very next day, Otherwise, it would take up to 30 days for me to receive my items. The broker was fully aware of my move-in day, as well as my sense of urgency. The plane tickets come from having to book a next day flight back to ******* after making the commute to Georgia with whatever items I could fit in my car, obtain a U-Haul myself, and make the nine hour commute once again. That alone costed me an extra $1700. As I mentioned, had you refunded me for services not rendered that wouldve only costed me an additional $800 which was fair considering that was the amount I wouldve paid you guys for doing all of the work. 

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

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage to Belongings:Upon receiving my items, I discovered substantial damage to my furniture, with the most significant loss being my couch. The velvet upholstery on the couch had numerous scratches and rips, rendering it in a state far worse than when it was initially loaded for transportation. This level of damage to my belongings is wholly unacceptable and not what I expected when entrusting my possessions to your company. I expect compensation for this. Extortion and Unjustified Charges:During the drop-off of my belongings, the physical movers demanded an additional payment of $150 in cash, threatening to dump my possessions if I did not comply with their demand. This unwarranted charge came on top of a previous $50 charge labeled as "packing" during the pick-up, despite my items being adequately packed before their arrival. This kind of behavior and hidden charges are unethical and contrary to the terms agreed upon. I am at least seeking the 150$ in drop-off charges, as that is literal extortion and breach of contract. Failure to Fulfill Contractual Obligations:The contract I signed clearly stipulated that the movers would both disassemble and assemble furniture as part of their services. While they managed to disassemble my furniture during the pick-up, they completely neglected their obligation to reassemble it upon delivery. Consequently, I am now left with disassembled furniture, along with missing screws and tools, resulting from their poor handling of my belongings during shipping. This breach of contract is not only a breach of trust but also a failure to deliver the service I paid for.Unprofessional Conduct of Movers:To add to the ordeal, I was shocked and deeply concerned when, during the drop-off, one of the movers hired a person off **********, who openly admitted to being a ********** hire. He said he was living out of a car, exuded a strong odor of cigarettes, and exhibited visible signs of drug substance use.

  Business response

  11/01/2023

  We contacted the carrier, and they should have sent you a claims form so you can report any damages and be compensated for them. Please get in touch with our office if you do not receive the form.
  
  Below is a section from your signed Binding Moving Estimate, which explains the $150.00 additional fee for the long carry. Whenever the carrier cannot park his truck in the driveway or reasonably close to the destination, they charge for the extra time and effort to get your inventory to its final destination.
  
  If necessary for your move, additional services and fees may be applied for:
  Packaging delicate items (televisions, mattress covers, glass tops, fragile items, etc.)
  Any additional packing or special crating (if not already listed in the estimate)
  The loading of any bulky items (kayak/canoe, motorcycle, piano, large safe)
  Full packing services are available if needed.  If a full pack is purchased, VanLines Inc. will coordinate all labor and materials required to pack all household items listed professionally.  This includes all boxes, furniture packing, and delicate/fragile items.  If additional household items are added at pick up, then the total price for full-service packing will be increased and adjusted by the guaranteed rate provided.  The customer will receive an updated written agreement at the time of pickup.
  Shuttle services can be provided if necessary. For example, if circumstances prohibit a semi-trailer from getting close to the property for loading or unloading, a shuttle truck may be needed to complete the service.  This can be arranged for a minimum charge of $400.00 up to 300 cubic feet; there is an additional charge of $1 for any additional cubic feet exceeding 300 cubic feet.
  If there is more than one flight of stairs (up to 10 consecutive steps), a fee of $75.00/flight may be added.
  Long carry (first 75 ft free).  Anything after 75 feet will be re-adjusted by the ******* at $1.25/Foot.

  
  When we spoke to the *******, he said the only disassembled furniture was the sleeper couch, which was reassembled at delivery. Please send us pictures of the sofa so we can forward them to the carrier. This action will strengthen your case regarding damages.
  
  Please keep in touch with us so we can help you.

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were planning a move from *******, ** to ************, **. We discussed that we were moving a 5 bedroom house and the inventory that we had. Originally in May 2023, an estimate of $11,995.22 was given. A deposit was then placed for $4994.40. After a review of the inventory and additional items were added we were told that we needed a bigger truck and that our estimate was now $19,904.18. This was about 1 week prior to our move. Additional deposit needed to be placed to hold the reservation for a total deposit of $9475.30. On the day of the move, they sent a truck that was too small to carry half of our stuff. At that point I was told that in order to move all of our stuff it would cost $36,000. I refused that and so we ended up leaving a lot of stuff. They rented a second truck and our total was $28,574. On the say if the move, I had to pay them $9549.35 and was told that at delivery before any unloading of the truck, I would have to pay another $9549.35 in cash or money order. I ended up paying with a cashiers check. At the point that my moving cost skyrocketed I had already given them over $9,000 that I could not get back and was in a position that I could not get another mover to make my move. I am disgusted with this company and their tactics. We have them a list of items. Never at any point did they ask for a walk through or pictures to give us an accurate estimate. They gave us this estimate leading us to believe that we were getting a fair price just to nearly double the cost at the last minute when I did not have any otter options and had already given them a lot of money. I would like some resolution to this. Thus company should not be allowed to falsely advertise. It seems that other consumers have had similar issues with this company.

  Business response

  09/12/2023

  We are so concerned that you did not understand how your move was calculated. When **************** first contacted us, he gave us an inventory of items to be moved that equaled **** cubic feet.As you know, you are charged by how many cubic feet are loaded in the truck.
  As is customary, a week before your move, our **************************** calls to get a final count of boxes and to determine whether any items have been removed or added to the original inventory. At that time, your cubic foot count went from **** cubic feet to 2011 cubic feet. During this interview, **************** responded regarding the inventory to be moved.
  When the carrier arrived with a truck that could easily hold **** cubic feet, he quickly realized there was far more than **** cubic feet. There was an additional **** cubic feet. In a recorded call, the ******* stated that the master bedroom furniture alone was massively oversized and would easily take up ******* cubic feet. It would also take ***** wardrobe boxes for just one of the closets. All these changes required two trucks and two days of packing. This did result in quite a hike in price.
  During the pickup, we asked you if you understood why the price was increasing, and you responded that you understood. Again, this is on a recorded call.
  On August 1, 2023, you were sent an email outlining the day and time of pickup and the payment method at pickup and delivery. We know that many customers do not read these emails that give very detailed information. Still, please be assured there is no moving company out there that will unload, re-assemble, and place boxes and furniture in the rooms of your choice without securing the final payment first. Unfortunately,this rule had to be implemented because of past experience.
  We are available to help you in any way we can. Don't hesitate to contact us with any questions or concerns about your inventory or the carrier appointed to you. All our carriers are vetted under a strict contract with us to follow our top-quality standards and procedures and those of the ********** of ***************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Getting calls from numbers bought by this company that are out of **********. I have asked this Employee to stop calling and block the number when he only gets a new number to call me. He has called all hours of the day and will not stop. I have saved every number he used. Please stop the harassment and find this employee a job he can do or better yet fire him. I am a disabled Veteran and do not want this to go any further. If I get another call I will *** your Business for harassment. He thinks it's funny to harass me and at 71 years old I do not. Please school your Employees on proper call center procedure.

  Business response

  08/30/2023

  I am sorry you are getting so many phone calls, but it is not us. I have searched our system for your phone number, email, and name and nothing comes up. We make calls between the hours of 9 AM and 7 PM. As soon as someone tells us to not call, the file is noted and nobody calls them again. Do you have the name of the person you spoke to? Our company is in *************** **. We are a moving company. We only call people that have expressed an interest in getting a quote for their move.

  Customer response

  08/30/2023

   Not telling the truth, I have had 4 calls yet today and have all the numbers. Your party is making the calls from ********** and two from ************ today. He first told me you bought blocks of numbers to use, and he would not stop. The ********** Numbers are, **********************1 ,************, ************, ************ , ************, ************, ************, ************,  This is just a few and I am about to get my Lawyer in ******* to find out who is making these harassing calls. This is stalking and preying on the elderly as I am 71 years old. Someone in your organization is harassing me. They each time tell me they are from your Van Lines. I have about 25 more numbers or more. Fire this guy before it gets worse. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The communication is abysmal and customer service actively avoided us when we tried to track down the contractors who disappeared for days with our belongings. The movers were not only late but sloppy--left trash, spills all over our apartment we were moving from, broke several antique items they were "packing", disappeared for three hours without a word, left about half the items that were on the bill of lading to be packed, and jacked up the cost by two times, claiming they were not told about stairs, bookcases etc even though it was clearly on the paperwork and we pointed it out to them multiple times. Additionally, they entered rooms they were asked not to enter and let our elderly cat out into the streets. I just want my things and an apology.

  Business response

  08/28/2023

  We have searched our records and cannot find any customer by that name. Please give us your Job number or the name of the person that booked the job so we can investigate this further. We take these complaints very seriously and we would like to know just what happened. Thank you in advance for your time.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I booked a shipment pickup through Vanlines and they went through a 3rd party, Gin and *** Storage and *************** I was charged more money by the third party, Gin and **************. Whenever I got my items here I&#**;m missing items, about **** boxes total that included jewelry and a shotgun. I am complaining about the missing items. I want my jewelry and clothes because that is what is gone. I don&#**;t know who to blame because it went to 3 different parties. My stuff was in a truck with other people&#**;s stuff. The manager was very rude that I talked to about this. I would like to get my jewelry and clothing back.

  Business response

  08/29/2023

  We have been in touch with the carrier, Gin & *** Moving, regarding your missing items and damages. They assured us they are getting in touch with you. When we spoke with you on August 22, you said you were missing a shotgun and case, 60 TV. You also stated that you had opened all the boxes at that time.
  On August 23, we sent you an email with instructions on how to file a claim with Gin & *** Moving. If you need to add to that claim, please let them know when they contact you today. If you do not hear from them, please call VanLines, Inc.
  You packed your own boxes, and nothing was labeled, so nobody would know what was in the boxes. For anyone reading this reply, please understand that there is a pamphlet that goes out to each customer, telling them not to pack jewelry, important documents, and medications.
  Regarding having more than one household in the same truck. There is a panel that separates each household.The carrier must completely fill his truck to make a profit and keep pricing as reasonable as possible.
  We will continue to monitor this situation until you are satisfied.

  Customer response

  08/30/2023

   
  Complaint: 20512863
  
  I am rejecting this response because: I spoke to **** of van lines. She did not send me a link to file a claim with Gin & ***. I understand I am in fault for trusting a shipping company to handle my property in a professional manner. van Lines quoted me a price which I agreed to. The day of the pick up gin & *** added to that balance. It was a ridiculous amount because nothing in my inventory changed. Sad thing about the whole situation is businesses are getting away with this constantly. I as the customer will not pay $6000 just for a living room set and clothes. Not only that, I am missing a shot gun that was listed and also have broken furniture. I will contact van lines to get the email to file my complaint and if I need to get a lawyer, I will do that as well.

  Sincerely

  Kimwana *****

   

   

  Business response

  08/30/2023

  **** said she received a text from you today asking her to resend the portal link for your claim. The carrier was supposed to call you yesterday and discuss everything with you. Did they call you?

  I've been going over your inventory, comparing it to the Bill of Lading filled out at the time of pickup by the carrier. They loaded 300 cubic foot more than the original quote you were given when you listed all the items you were moving. This added $1497.00 to the base price, an additional fuel surcharge of $209.55 and additional packing of glass and ******* added $50.00 on the packing charge that was already $50.00 for packing the 2 televisions.

  Please let us know if you do not hear from the carrier.

  I have attached the Binding Moving Estimate which lists the inventory given at the time of booking. Also attached is the Bill of Lading from the carrier at pickup which lists what was loaded on the truck.

   

  Customer response

  08/31/2023

   
  Complaint: 20512863
  
  I am rejecting this response because: Yes, I did ask Mena to resend the claim. I would not have asked her if **** would have done it the first time. In the beginning when I spoke with ****, she was willing to work with me. Once Van Lines received the notification from BBB, this is when she wants to make up excuses. I have the original inventory with Van Lines and the made up one with Gin & ***. I also called them on the day Gin & *** picked up my inventory to inquire about the extra charge. This shipment was all I had left of the last 25 years of my life. All I wanted was my jewelry, gun and clothes and I didn't get that. Mena and Van Lines need to take accountability that they entrusted a jacked up local company to handle my property. I paid $6000 because I knew what was in that shipment. I really believe that Gin and *** moving personnel are just as responsible as Van Lines. With all the excuses you have given, your explanations are not making sense. I did not contact the BBB because they can get my property or my money back. I contacted BBB so everyone who needs help moving across country will not contact Van Lines or Gin & *** Moving and Storage. Mena, I am moving for with my claim and if it takes weeks, months or a year, van lines and Gin & *** to reimburse me correctly for broken furniture, missing items and emotional distress. I would love to get this resolved quickly but you and your company will not bully me to stay quiet and let this rest.
  
  Sincerely,
  
  Kimwana *****

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  called for full service move. Advised them I am in a **** Sq ft house but only moving 2 bedrooms. We went room to room on all furniture and advised him I have 20 very large totes. He quoted what I need and said this would take care of everything. I signed on my phone and paid the ******* down payment friday evening and then was able to print out the quote and noticed he left off large items that we had discussed and the totes were sized as normal small totes and the boxes were just regular medium. any footage over is being charged at **** a cubic ft EXTRA. I felt like this could have been intentional. I called him at once on Monday and advised him of this. I advised him that my closet would not even fit into the boxes he quoted. I advised him I was not comfortable going with his company and to refund my down payment. Once I contacted another company who asked me the actual size of my totes and how many walk in closet I had and what size my paintings and pictures were they came up to almost 300 more cubic feet need - this would have resulted in almost 2k additional charge from VanLines. They are saying I have signed and I can not cancel and they never told me the cancelation policy which does state I can cancel in 72hrs. I contacted them well before 72 hrs. They have been very rude and saying I am over reacting. I sent them pictures of my closets and totes. They said I must use them for my move. I am not comfortable going with a VERY expensive move with a company that I have lost trust in. I have filed a dispute with my credit card company and I am asking VanLines not to fight the charge back.

  Business response

  07/24/2023

  Response to BBB Complaint VL7735451 ***********************
  ****************,
  Thank you for pointing out a flaw in our contract. It should read you must talk to a representative in person to cancel your move. You posted this review on July 19, 2023, and I see from the customer service notes that we were still giving you additional cubic feet without additional charge on July 18th. All our moves are based on the cubic feet your inventory takes up on the truck. Also, on July 18, you stated that other moving companies were trying to sway you their way by scare tactics and trying to get you confused. We had no idea you left a voice message for your moving coordinator on Sunday, July 16, stating you wanted to cancel.That would be within the 72-hour cancelation policy. You would have been refunded 100% of your deposit and asked to sign a Full and Final Agreement that states that you would not leave any negative reviews or pursue additional avenues to collect additional funds. As you mentioned, after you checked with other companies and were explicit about the size of your inventory, your move price would have been increased. We dont like surprises at pick up, just as you dont.We tried to work with you and give you additional cubic feet without charging more money. We sincerely hope your move was up to your expectations. It is unfortunate that we did not know of your voice message left on July 16.

  Customer response

  07/24/2023

   
  Complaint: 20345260
  
  I am rejecting this response because: I have numerous communications in text from your company stating that they refused to refund my money and ****** told me I must use your company. The only square footage five was for large items intentionally left off of the inventory sheet while still keeping wrong size of TVs and totes. 
  no one scared me or used scare tactics they simply actually asked the size of what Im calling large totes asked how many walk in closets snd the size of my pictures and other valuable information. Your company never asked those questions and only allowed 3 wardrobe boxes for 3 walk in closets! Thats below industry standards. I even want a step above and sent photographs to your company and asked what was going on to show I wasnt being over reactive and I have yet to get a response. To this date there has been no communication from your company the only response was the pictures were going to go through review. I expect a FULL refund. 
  
  Sincerely,
  
  ***********************

  Business response

  07/25/2023

  We have already stated that you were in the 72 hour guidelines. At the time you phoned customer service, nobody had told us you sent an email to your moving coordinator to cancel your move. After that information surfaced, you were within the guidelines for a refund. We were starting to process your refund, but we were notified you already did a chargeback with your credit card company.

  Customer response

  07/26/2023

   
  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,
  
  ***********************

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