ComplaintsforBridgeview Van Lines LLC

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with this company for a move. A week before the move I got a call from quality control, telling me that I should sign a contract for a larger cubic footage amount. Many times during this call I told him I didnt think I needed the larger amount. They assured me that if I didnt use the larger amount (400 cubic feet instead of 350) I wouldnt get charged for it but that I could do this in order to be safe. Ie I could drop down to the previous contract price. I signed the new contract. A few days later I went to my storage facility and measured the amounts of cubic footage and it was well under the ****************************************************************************************************************************** that that is not how it works and that I will get charged for the full 400 no matter what. I then attempted to call quality control and the service line before my move. I contacted them during business hours and on their after hours line later that day asking to get the contract to be changed back to the ******************************** until after the items were picked up at which point they said theres nothing they can do because the items are picked up and the contract was signed. This appears to be a an unscrupulous business practice where they try to get an extra money out of people at the last minute by lying to them about the contract.The first contract was for **** and the second was for approximately ****. The contracts have both expired now from my portal. I do have pictures and measurements of the items.

  Business response

  07/12/2023

  
  We have gone through all the communication records and reviewed the documents in question, including the allocation of cubic feet for this customer's move.
  After a detailed examination, we can confirm that there are no discrepancies in the allocation of cubic feet. Our management team has meticulously assessed all the information and has determined that the number of cubic feet allocated for the customer's move is accurate and in line with their initial agreement. 
   Our system also reflects that we have been in constant communication with the customer as our team has sent documents of the Bill of Lading and inventory list that reflects the full 400 cubic feet was used on the truck. Any correction of this matter would be assessed during pick-up, and not during a customer service phone call, as our drivers need to take measurements in person. Our team wouldn't charge a customer for space or materials that haven't been used. Our main line for communication is **********. We are available to take customer calls from 10 am-8 pm est Monday through Saturday.
  
  
  
  

  Customer response

  07/13/2023

   
  Complaint: 20210282
  
  I am rejecting this response because:
  
  

  Per my previous photographs, I only used 250 ft. of space. In the days leading up to my pick up I was ignored by the company. The reason I was calling the company so many times was because I had been told during my quality assurance phone call that my amount would be prorated based on the space I used. During that high pressure conversation, I signed the contract in order to get the sales person off the phone. I called the company back the next day and the person who picked up and made it clear that they did not prorate and they only went with the contract. I therefore spent the next few days trying to get a hold of that sales person, and  my previous sales person I was ignored the entire time per my previous uploaded photographs in my original complaint. 

  when I was finally called back the day of pick up, I was told that they could not do anything because my items were already picked up. I made it very clear that I had been attempting to contact them and they would not honor my previous contract.  
  
  Sincerely,
  
  ***********************************

  Business response

  07/20/2023

  First and foremost, please allow us to clarify our billing process to ensure there are no misunderstandings. At Bridgeview Van Lines, we determine the cost of your move based on the volume of your belongings, measured in cubic feet, and other applicable services you have selected. Our aim is to be transparent and fair in our pricing, providing you with an accurate estimate of your moving expenses.
  
  However, we understand that you believe you were overcharged for the number of cubic feet used, despite all the space being allocated for. We apologize for any confusion or discrepancy that *** have arisen during the evaluation of your belongings.
  
  The reason for the increase at pick up will be if our driver has avoided stacking certain items to prevent damages during transport. For some particularly valuable or unusually shaped items, custom crating might be necessary to ensure their safe transportation. This process can add to the overall volume of your shipment. Also, certain furniture pieces or equipment *** require disassembly before they can be loaded onto the moving truck. The subsequent reassembly at the destination can also factor into the final cubic feet calculation. Our driver has measurements along the truck that highlight how many cubic feet would have been taken up. The space taken up reflects that your items used the additional 50 cubic feet, reflected on your BOL. 
  
  Our QA team has a set schedule for phone calls during the day to ensure every customer has the opportunity to make adjustments to their inventory; because of this, they are unable to answer inbound calls. Our system shows that you haven't attempted to reach out to customer service prior to pick up to discus and that you have completed a BOL review with one of our managers after pick up, so it's disheartening to see that you felt the need to post this complaint.   If you have any specific questions or concerns regarding the cubic feet increase, as previously stated, our customer support team is readily available to assist you as they are your main point of contact. We value your feedback and are committed to resolving any issues to your satisfaction.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company under quotes a job to get your business .I got an original estimate on 3/20/2023 it was a very good estimate and I agreed to proceed with their company the bid was ********* two days before the movers show up they call to do a quality assurance check and to go over the inventory again . I am now hit with an additional ****** for my tool boxes that were in the original quote but they have now noted as gang boxes ( they are Roll Away Tool Boxes ) . Two days later the movers show up and I am informed the company has under quoted the move and they need to requote the move and that this happens all the time . My new quote is now ******** i have no choice i need to be out of our house in two days and do not have time to find another mover .I was also told on the original quote that there would be 30 days free storage of my stuff and that anything over the 30 days would be prorated well it was not and I ended up paying a full mothe for 3 days of extra storage.I have contacted the company multiple times and they just refuse to address the issues I have with broken items and these extra cost over the quote mad they just ignore my emails .The movers also loss some items that they have not replaced, they also left two items with me that do not belong to me and I did bring this to their attention and they said just keep them .

  Business response

  07/11/2023

  Customer has been in constant contact with our customer service team and ****** Moving in regards to his claim process. His increase for the tool box was due to this being considered a bulky item during the quality assurance call so he was charged for the increase. Then when the movers should up, customer had an additional ******** so he was requoted on site. Moving with any moving company is an estimate of cbft until the driver shows up and loads. Which is outline in the contract said customer signed. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this moving company to pick up personal items that were in storage at a Storage facility located in ************, **. I paid the initial fee and then another fee upon picking up of my items on the 29 April. they requested a delivery date and I gave them the date of 6 May 2023 to deliver my items to my house. The name of the contracted movers is *************** Solutions.the bill of lading was as follows in this email:Hello *****,Thank you for booking your move with Bridgeview Van Lines LLC.Please click on your move number ******* to view and sign your Bill of Lading.Thank You,*************************** Bridgeview Van Lines LLC ************** ******************************* ******************************** The items did not arrive on the 6th of May 23. I have called two times and neither time have they been able to inform me what the status of my delivery is. I am fearful that the items have been stolen and will never be delivered. I would like to request BBB's assistance into looking into this matter. I can provide the copies of signed bill of Lading and other documentation if required. Thank you.

  Business response

  05/11/2023

  *************, 

  Your personal items were picked up on 4/29/23. When you signed the bill of landing and was asked when your first available delivery date is , does not mean that our drivers will deliver by that date. That is the date your delivery spread starts. Based on your FADD being 5/6/23, your estimated time of delivery is based on the amount of miles the truck is traveling. Your move is going **** miles, based on the contract you signed, it reflects a delivery estimate of **** business days. I do show that you have been in contact with customer service and they have been giving you updates based on what our dispatch office is stating. Once we have a specific window of delivery we will inform you along with the timeframe our driver will be there to deliver. 

   

  Thank you 

  Business response

  07/12/2023

  Customer has been in contact with our company in regards to his delivery and has been explained multiple times on why his delivery is taking longer than he anticipated. Customer was picked up on 4/29/23. Customer provided FADD (First available delivery date) as 5/6/23. From that date the delivery spread starts, customers move was traveling **** miles, contract states **** business days estimated, legally each mover has a *** of 30 business days to delivery said items. Customer was delivered 29 days later on 6/15/23. 

  Customer response

  07/13/2023

   
  Complaint: 20044968
  
  I am rejecting this response because:

   

  Actual delivery of items was completed on 21 June 23. The truck driver contacted me on 16 June and stated delivery would be the next day. Their truck broke down and they were not able to deliver until the following Wednesday on the 21st of June. I have the receipts from the sign off at time of delivery with that date. Moving company failed to deliver items within 30 days as stipulated. 
  
  Sincerely,
  
  *********************

  Business response

  07/23/2023

  We have completed this customers desired outcome/ settlement of delivery. All of our customers are entitled to compensation if delivery were to go past 30 days. However, to confirm this we would need to review the delivery documents with the customer. We recommend that this customer contacts ********** during regular business hours to further discuss this information. We are confident that we are able to come to a satisfactory resolution.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2,3 **** keep getting calls at work for a quote told them don't know what they talking about, they keep calling a messaging me called corporate office talk to the secretary told them I have never asked *** a quote she said they have no control the iwould have to block there numbers over 10 numbers so far

  Business response

  05/04/2023

  This complaint is not even for our business. We do not conduct a repair company. We are a *************** Please review and remove this complaint. We have checked this consumers information and our system has not called her.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bridgeview Van Lines LLC picked up my mother's property from ** on 4/8/23 and their contract confirmed that delivery will be no later than 7-day delivery to **. My mother is an 84 year old lady and it was never brought to her attention that she had a 7 day window. She would never used a company that would make her wait over a week for delivery. We didn't receive furniture until 4/17/23. Also we informed moving staff that we had food in the deep freezer and they made us believe that they were heading to ** on 4/8/2023 so we assumed our food would be alright. On 4/17/23 they informed me that it wasn't their company that will handle our delivery but an outside vendor will deliver our belongings and that also wasn't told to me before I hired them for the move. Also, my mother comforters are missing. This business does not operate on a professional level and caused a big inconvenience to me and my family. I will never use or suggest for anyone to use their services.

  Business response

  04/24/2023

  Bridgeview Van Lines first and foremost takes our customers' reviews/complaints with top priority. Customer was in constant contact with our office throughout her entire move. Customer had a pickup window of 4/7 or 4/8/23. Prior to pickup, the customer was informed via phone call which is recorded along with an email from our dispatch office, with a reminder of all common items that need to be emptied prior to pickup. Such as dresser drawers must be empty, no perishables in refrigerators or deep freezers. Customer did not inform the driver at pickup that her deep freezer was full of food. Customer called in after the drivers left and informed them of the food in the deep freezer and trying to get an update on delivery. Based on the signed binding contract, based on the mileage traveled, we estimated **** business days for delivery. Customer was delivered on 4/17/23. We have both carrier and broker authority just like all ********************************* WE do service our own moves, and we also outsource them as needed.  We would be more than happy to assist her with her box of missing comforters. We have already placed a call to the driver to check the truck and warehouse for the missing box for redelivery. We can also assist customer with a claims process or a reimbursement of missing items.  I will have our customer service department reach out to resolve this matter directly with the customer.
  
  

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had booked moving services with Bridgeview Van Lines for pick up 03/13/2023. I spoke with representative, ********, who informed me that they are full service movers and the actual carrier with a set rate for the move. He informed they have been in the business for 35 years and he would be the contact person regarding this move. On the date of the move, another company arrived, One Eagle Transport, and I was informed that I will be dealing with them from that point forward as Bridgeview Van Lines was just the broker. They increased the charges despite having a set rate. I have been attempting to get an update from One Eagle Transport regarding my delivery. They have not provided me with any information despite promises to have the driver call me. They often do not answer their phone and there is no option to leave a voice message. They have not responded to my emails.

  Business response

  04/17/2023

  Bridgeview Van Lines is a full service moving company with broker and carrier authority.
  ************************ household furniture was picked up by one of our trusted carriers, One Eagle Transport on 3/13/2023, who was ready to load it on a straight truck and get it delivered to her new residence in ************* within a span of one week from the date of the pickup. This proposition was denied by the client who was at the time not yet ready for her delivery. Her items have since then been in a facility in ************ around the ************ area and will get loaded when their next truck gets there. The client was ready for her shipment as of the first week of April and the carrier is well within the 21 business day window of their delivery at the time us typing this email.
  
  We have been assured that One Eagle Transport has been making their best effort at getting this delivery done in the fastest manner possible, and both Bridgeview Van Lines and One Eagle transport promises to keep the client informed about any updates regarding her shipment's delivery.
  
  We thank you for taking time out to read our reply to this complaint and shall positively resolve this matter with the client in a timely manner.

  Customer response

  04/17/2023

   
  Complaint: 19912323
  
  I am rejecting this response because:

  There is been a lack of communication from One Eagle. They have told me twice now to expect my delivery but I still haven't received it. They were supposed to deliver last Friday, 04/14/2023 between 4-6pm but I still haven't received my belongings.  Their only explanation was that they weren't able to reach their driver.  So if I supposedly was to receive my delivery three days ago then where is the driver?  I tried to call and email again today but have not received any response.  I would appreciate an update and communication.

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

  Business response

  04/19/2023

  The Driver had road delays which is why he was not there on 4/14/23. The driver was in route for delivery to customer yesterday, called and stated they can delivery last night at 6:30pm customer, stated tomorrow would be better. Driver is in route to deliver items to customer today. Contact has not been broken, we have kept customer updated

  Customer response

  04/25/2023

   
  Complaint: 19912323
  
  I am rejecting this response because:

  There was no communication from the company from 04/14 after my last attempt to call at 7:43PM EST and text sent at 8:29PM asking for an update until the driver called me on 04/18 at 6:46PM.  He informed me that he would be arriving in ******** at 10:30PM and asked if I would like the delivery that evening or the next day.  I asked what time he would be able to deliver on 04/19 and he said anytime.  I chose the next day at 11:00AM because 10:30PM is not a practical time for movers to deliver.  

  The driver did not arrive until 3:26PM when our scheduled time was 11:00AM.  He did not call me to update on his delay.  Then the laborers he hired on ********** did not arrive until after 5:00PM and they did not start unloading until 5:19PM.

  One Eagle Transport has failed to communicate with me in an honest and timely manner.

   

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

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this moving company to move my daughter from ********* to *********** and was quoted a total of $2059 for the entire move with my daughter boxing all her belongings herself. I paid the over $800 deposit to secure the date of pickup and delivery of March 18th and 25th respectively. The remainder of the $1250 estimate to be paid half on pickup and half on delivery. When they arrived for the pickup which was moved to Sunday the 19th on their request, they loaded all my daughters things and after they had them secured in their truck demanded $2000 in cash or check to have them delivered on Saturday the 25th. With the remainder to be paid upon delivery. They said she had more cubic feet than was originally quoted, but the original quote also included a 3 seat couch and a Queen sized mattress, which she no longer was taking with her. We had both reached out prior to the pickup date to review w them what was going to be loaded and what was no longer needed, by phone and email and text and was never successful at reaching them. My daughter and I have both been trying to resolve this issue w the ********************** and was told that instead of $739 due at delivery they would only be charging $300. So at this point they have over $2800 and are expecting $300 during delivery, which they have now moved to Monday March 27th, when we were guaranteed delivery between 2-5 the Saturday before. Im at a loss as to what to do and theyve quit taking our calls, *** even used my husbands phone so they wouldnt know who was calling, but now they know that number too. I hope she does receive her belongings on Monday, but it seems very suspicious that they have all her stuff and all our money and keep letting us down around every turn.

  Business response

  04/17/2023

  Customer called into our company looking to secure an upcoming move reservation for her daughter. Pickup was in *************** and Delivery ***********, **. She selected 3/18-3/19/23 as her pickup window dates. Customer provided a list of inventory that will be moving. She was quoted 286cbft based off inventory she provided, which is an estimate based off customers verbal responses of inventory. Customer placed a deposit payment to secure move and truck. Deposit payment was $823.81.  Estimated total move cost at time of booking reservation and after deposit was secured left a remaining balance of $1,235.70.  Client then had a ***************** call setup on 3/15 @ 3pmCst/4pmEst. Customer did not answer. This phone call is to go over the inventory one last time before the physical move date. So if there are additional items that need to be included we can update prior to dispatching the driver out. This step is to avoid a price increase upon pickup. However, customer did not answer that phone call. Customer then emailed us a COI (Certificate of Insurance) that needed to be signed off and is a requirement from her new apartment complex. This task was completed. Our **************** called customer and informed her that Pickup was set for Sunday 3/19/23 between 10am-2pm.  Upon pickup, customer had an increase in inventory she went up an additional 133cbft. She was charged at pickup $2,235. Delivery was never guaranteed, as we do not guarantee delivery dates. Customer had a balance of $739 at the time of delivery, customer called in and spoke with a manager who was able to provide a discount, and that left customer with a $300 delivery balance.  Customer was delivered on 3/27/23. Customer has been in contact with customer service up until we received this BBB complaint. We have not received any further calls from customer, daughter or anyone on behalf of this move. Customer and mother was both in contact via text messages with customer service to assist with this matter. This customer was not overcharged in any way, Between deposit payment, pickup payment and delivery payment total move costed: $3,358.81

*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. ↩