ComplaintsforVanlines USA, Incorporated

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several things went wrong and they have been unwilling to correct any of it despite repeated attempts on our part. First, they grossly overcharged ** by cubic feet. The overage was confirmed by their driver and yet their main office refused to issue a refund for the full amount. Instead, they used bully tactics and threats to get us to agree to a partial refund under the guise that they would send it immediately via Zelle. Of course, once we agreed, they said they'd mail a check. Two checks have since been 'lost' in the mail. Not likely! On top of that, they damaged about $1,200 of items and now refuse to pay via their claim system. We have images, filled out all the proper paperwork, etc., and still no refund for the overcharge and no compensation for the damaged items. Can you help?

  Business response

  03/30/2023

  To whom it may concern,
  Thank you for taking the time to address this matter. We were contracted by New Leaf Moving Group to move this customer from *******, ** to *****, **. Regarding this customers refund, once they completed the necessary documents, a refund check in the amount of $200.00 was issued. According to our records only one check for this customers refund has been sent out and was cashed by the customer. In regards to the claim, we have reached out to the claims department and have asked them to expedite the claim process for this customer. The claims department has received all the documents and information pertaining to the customers claim and is addressing the claim appropriately. Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Extortion and wildly unprofessional are the only terms I can use to describe this experience. The initial quote in which I detailed every item with dimension room by room that we planned to take was ~$2800. The representative called back a few days before to do a final check list suddenly, with less items than the initial inventory it's over $3k more than the original quote. Then comes the day of the actual move, our time window was Saturday-Sunday. the movers arrive after 5 pm Sunday and advise that they can only work 1 hour and will return the next day to finish. I had to leave to return to work in FL so my husband stayed at the house. The next morning they arrive around 8 & immediately state that we have too many cubic ft inventory (I even had removed many large items that were included the 2nd quote to try to bring the price down) & it'll be thousands of dollars more to load it plus everything wouldn't fit in their truck. They added extra $2100 in costs & berated my husband then me over the phone about receiving the payment before the truck can leave. By this time, it's 5:30 pm & the banks are closed. They require the pick up payment in cash but we did not have extras of thousands of dollars laying around. I finally came to an agreement with their supervisor after being talked down to by ******** allowed a check to be written this time & this time only. They leave & we wound up leaving several items that we could not transport despite them being in the item inventory I gave the rep. I contact the compvia email on the Fri before our scheduled delivery of Sun to let the company know that the completion of the closing had gotten pushed back to sometime Mon. *** we receive a call from the supervisor stating that they would be delivering our items at 9 on Mon. I explain that will not work as we will not have keys or the money from closing to pay them. The supervisor loses it on me-yelling & berates me that it's not his problem. They broke so so many of our items.

  Business response

  08/05/2022

  Thank you for taking the time to deal with this matter. ******************************, the customer, received her original quote from *** Moving and Storage, a brokerage, to do a move from **********, ** to ************, **. The call that ****************** is referring to, the day before her move, was done by her broker and not our company. Upon arrival of the movers to the customers house,we discovered the customer was not ready for the pickup as the customer needed packing to be done and materials to be provided. Her revised binding estimate was done on the premises and provided to the customers husband.   
  On the original quote the customer had a total of 97 items, the movers loaded a total of 162 items for this move as stated on the inventory provided to the customer. At all times the customers husband was aware of the price and stated he would have the balance for the movers. Customer requested delivery as of June 7th and we received calls for updates on this delivery almost daily.
  The customer has also lacked to mention that on June 8th,we received an email from the customer at *******, that she was ready to receive her delivery from June 12th at 3:30pm and on. As requested,we sent the truck out to pick up the customers belongings from storage to prepare for delivery on that date. On June 10th at 7:56pm, we received an additional email, that was received only after we started preparations and had our truck on the road, that the customer will only have the keys to the house by June 13th, effecting moving her date. We had our movers waiting since June 12th in the ************ area, for the customers approval for delivery. The issue we found was not waiting for the keys to be in the customers possession but that we were waiting for the funds to be provided to the movers for the customers remaining balance. The movers had to wait until late afternoon that Monday so they can receive the final payment from the customer and deliver her items. Typically, when a situation like this arises with customers,we charge waiting and overnight fees, all of which were waived as a good faith gesture for this customer.
  Upon review of the boxes and damages, you can see that the boxes used and pictured were not proper china boxes and simply could not hold the weight of the items placed in these boxes. For example: boxes used and pictured were from: chewy.com, amazon, office supplies, etc. Our company only uses the highest quality boxes to prevent damages like this from happening.These boxes were not supplied by or authorized by our company. We try to encourage all our customer to take full advantage of our professional grade moving supplies but sometimes we cannot avoid these issues when and if the customer decides to use a different method.
  Again, we want to thank you for dealing with this matter and as always if the customer wishes, she may always file a claim through our proper channels. Please feel free to contact us with any questions or concerns.Thank you. 

  Customer response

  08/08/2022

   
  Complaint: 17632939
  
  I am rejecting this response because: their movers also broke our washer-which they wrapped in tape and cardboard themselves as well as our dining table which they broke down into un-reattachable pieces and pieces of the wood of the legs broke off in transport. A chair leg was also damaged. We were charged $750 for materials. Also most of the boxes were delivered upside down. There is no reason for boxes (especially one labeled fragile and with the specific glass or ***** items written in big letters on the box) should be turned upside down. We get 25 lbs of dog food delivered in the chewy boxes used and they are never dented or damaged in those deliveries but magically crushed into soft circles in your company's hand.
  
  Sincerely,
  
  ***************************

  Business response

  08/18/2022

                                                                                                                                                  Complaint ID:
                                                                                                                                                  17632939
                                                                                                                                                  August 18, 2022
  
  To whom it may concern,
  
  There is no indication on the inventory as to any damages done to any of the items the customer claims. On the contrary, she signed on the Delivery Acknowledgement Form that everything was received and was received in good condition (Both on the inventory and the contract) Again, there is no mention of any damaged items. She was satisfied with the service so much so that this customer tipped our movers after the delivery was performed. (optional to the customer)
  When ********************** ***** and fragile items, you should always take extra precautions and use proper boxes for moving such items and not use used boxes. As we offer in our last response, we recommend the customer contact our customer ********************** team and properly file a claim through our channels so that we may rectify the situation as customer satisfaction is always our top priority! Thank you.

  **************

  Customer response

  08/19/2022

   
  Complaint: 17632939
  
  I am rejecting this response because: I spoke with your customer ********************** before even thinking of starting this process. The woman on the phone advised that she would send a claims form to me and still has yet to do so. At the time of delivery it appeared that most things were okay but once we unwrapped the washer and dryer it was clear that they were not. The legs for the dining table were in a large box that your company provided and it took some searching to find them. It was not possible to properly assess the items in the time allotted. The 2 guys tossed the last box down, handed me the papers and bolted. I know that we were delayed starting by circumstances that we had no control over and were very upfront about from the Friday before the scheduled delivery. I'm honestly not expecting proper resolution to this after the experience we have had both in person and over the phone with your company. We are out nearly 10k and still have to replace large crucial items for the household. I wish I could go back in time and just do it myself. I have never had more regrets with a decision in my life. But at this point it seems like it is what it is. I do find it interesting that every review I have been able to find regarding your company details very similar issues. I wish I had known who the broker was contracting with prior to signing anything.
  
  Sincerely,
  
  ***************************

  Business response

  08/26/2022

                                                                                                                                                                  August 26, 2022
                                                                                                              Complaint ID: ********
  To Whom It May ************** would like to start by apologizing for any inconvenience this may have caused. Listed below is the number for our claims department. We will reach out to our team on your behalf today to ensure that you receive all documents necessary to file a claim.You will be receiving a call from them as well to double check the issue.Please make sure that you are checking all spam and junk inboxes. Our claims information ** as follows: ************** CID No: 40511-02
  
  Thank you.
  ************
  Customer ********************** 

*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. ↩