Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 9, 2022, I paid "Discount Van Lines" a deposit for services that I canceled the very next day. The company acknowledge the cancelation. I called almost weekly for more than two months in order to inquire about my refund. On the rare occasion that I reached a representative, I was told that the refund was being processed in "********" and that I would receive the check in ***** days. On September 23, 2022, I finally threatened legal action, and a representative responded to tell me that the company had dissolved and changed its name from "Discount Van Lines" to "Only Vans Moving." The representative ("****") told me to reverse the credit card charges and she would not dispute them. However, I paid via an online bank transfer, and reversing the charges was not an option. After explaining the situation to the representative, she began ignoring my texts, phone calls, and emails. Subsequently, I filed a fraud claim with my bank (KeyBank). After a year of administrative processes and appeals, my bank refused to take action due to technicality. Apparently, the company printed out a check as if my online payment had been made in person, which complicated the situation and, in my view, constitutes fraud. After consulting a lawyer, I learned that I cannot easily take the company to small claims court, since I live in ******** and it is based in *******. I cannot *** the company in civil court, because the fees alone would cost more than the initial deposit for which I am seeking a refund. The Better Business Bureau is effectively my last resort. I have more detailed notes and supporting documents that I will gladly provide if the BBB wishes to see them. I have waited until now to seek help from the BBB because I first wanted to exhaust all other possibilities. They have each led to a dead end. Thank you in advance for your time and consideration.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to report that Discount Van Lines is not an ethical company that scammed on consumers. They claimed they are a mover (not a broker) and they sent an unlicensed mover.******************************************* *************** ********************************************* ************** DOT#******* MC#******* ************************* from Discount Van Lines called in April to offer a special price of $3.61/cu ft because they have another move from ********* to ******* that I can piggyback on.********* from Discount Van Lines dispatch called on June 3, the Friday before the pick up on Monday to ask for an additional $2500 if I want the movers to pick my things up and I would pay only the remaining $200+ when the movers arrive. He sent me a new estimate that is double the price of $3800 quoted in April after I gave him my credit card number. He yelled and pressured me to give him the credit card number if I wanted my things picked up. I almost passed out on the phone but gave in because we had to leave the house and needed the movers to come.The movers arrived on Tuesday and said I have to pay additional for wrapping and $2723.37 and another $1805.64 at drop off. They would not move unless I write them the check then. They refused to measure the volume of goods and placed goods loosely in the truck so there was no way I could get a measurement.The investigator at ************ ********** of *********************** of ********* Goods and Services just informed me that the mover (Flash Moving) Discount Van Lines sent was not licensed for business. The police department said to report to BBB here instead.******* said the additional volume would be an increment of $3.61 but we were charged $10/cuft for the move.******* said there is another move we can piggyback on but the movers rented an Enterprise truck and drove down from LA to pick our things up.The names could be fake as they claimed the owner is *************************** but record shows that the owner is ***************************.

  Business Response

  Date: 05/22/2023

  After investigating this matter on the customer's behalf, We have discovered that all charges were legitimate and the customer signed *******'s at pickup before loading . The customer was charged for additional space based on the increase of items . Also , the customer was charged for necessary packing to secure items. ************************ was a authorized  carrier when move was serviced ,over a year ago. We are consistently in touch with owner . If claims were involved and the customer needs assistance ...please reach out to ** at ************

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20020844
  
  I am rejecting this response because:

  Flash Moving has never held a ********* Mover Permit (including the time of the move) and the confirmed by the ****** of ********* Goods and Services. Flash Moving informed the ********** of ******** Affairs that it has stopped operations since they were investigation so if Discount Van Lines is still in touch with the business, both businesses have to be investigated as it is illegal to continue operations without a business license.

  The items to be moved remained the same. Discount Van Lines had no way of knowing the volume because the movers refused to measure the volume. Discount Van Lines claimed that volume increased because they sent me a new estimate with increased volume after I have paid the remaining expenses in full. When I called back and said to ********* that I just paid in full and now you sent me a higher estimate, ********* said it's just an estimate and that when the movers arrive, they would measure the volume, and if the volume is still the same, I would not have to pay any additional to the movers. Flash Moving told The ********** of ******** Affairs that they did not receive any payment from Discount Van Lines. Discount Van Lines also claim that they are the movers and not the broker when I paid them. I only knew of another mover when Flash Moving showed up in a rented Enterprise truck with temp workers like a chef on break, they are not professional movers. Many items and both homes are damaged. 

  I am requesting a refund of $5,000 from Discount Van Lines because they did not perform the moving service, they did not pay Flash Moving, and they are scammers.

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

  Business Response

  Date: 05/25/2023

  The customer items were picked up and delivered. Services were provided and the customer paid accordingly based on the agreed and signed contract. I do understand that frustration takes place while waiting for claim to reach fruition . We will continue to work steadfast on customers behalf to assist with rectification. For the record , Discount van lines did not perform the actual move . ************************ (who was licensed , insured at time of pick and delivery) serviced the job. They are no longer operating currently but  a claim was filed with their insurance company and they will be compensated.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20020844
  
  I am rejecting this response because:

  Discount Van Lines promised that they are a licensed mover and would be the company moving ** but they sent us an unlicensed business (Flash Moving) to move ** instead. The company was not licensed and the movers were chefs/labor and not professional movers. The agreed amount to pay was $3814, which was paid in full before the move. AFTER I paid the final payment, Discount Van Lines sent a new estimate that is higher but when I called to say I have paid in full, ********* said the new estimate is "just in case" the volume is higher. I said my volume has not changed since I made the reservation, which is already an over-estimation as I was told when I first asked. 

  When Flash moving showed up, they said Discount Van Lines did not pay them, and that I had to pay them if I want them to move them. We were in a house full of boxes that needed to be emptied by that day so I was forced to write Flash Moving a check and they asked for more at drop off with my goods in ******.

  Flash Moving nor Discount Van Lines responded/paid the damage claim. I request for a full refund of $5,000 from Discount Van Lines plus cost of damages on both homes and goods. Thank you.

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

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Discount Van Lines contacted me from a ****** Search I made for Movers.2. I spoke with the Sales Agent ********************* on 7/06/2022. He asked me to list everything I needed to move. I gave him a detailed list of ALL the items I needed moved that were in my storage and provided him with my budget. I was given a price of $2688.72 to complete the job.3. On 7/06/2022 ********************* created a contract and requested a down-payment of $718.87 to get the moving job started.4. Job Tracking Number: P5607460 5. On 7/08/2022 ******* the Manager sent me a text message to find out if additional items needed to be added to the previous list I provided to *********************. I text back and stated ( No Changes).6. On 7/13/2022 the Movers arrived with a small truck and I was told my load was booked with another load so only half of the truck space I was booked for with this price. I was then given a price of also $4000 to move my items. All the items that were listed on the item list were the same items in my storage...nothing added.7. Discount Van Lines did not provide the services they committed to provide and kept my $718.87 8. I have reached out to Discount Van Lines on several occasions to refund my money but haven't been able to speak with ********************* and ******* since this money was deducted from my bank account.9. I also filed several claims with my bank ***** Fargo and I was told I wrote this company a check which again was not true. ********************* created this check on the phone as a deposit for the job to get completed.10. The nature of this dispute is to have Discount Van Lines refund all my $718.87 since they did a "Bait and Switch"11. I recently learned that I am a Victim of Identity. My business and personal information were compromised. Text messages between myself, ******* and ********************* were deleted from my previous business number of **********.12. I was able to screenshot these communications before they were suddenly deleted and are included in this Complaint.

  Business Response

  Date: 04/05/2023

  The customer signed an estimate based on cubic footage .When the carrier arrived , he noticed that the items listed was a lot bulkier and required more space on the truck. He presented customer with revision based on additional cubes and the customer refused to continue with services.. 

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/30/22 I made an agreement with Discount Van Lines(***) for move from **** to ************** on 4/24/22. I was unable to get in contact with the company again till 4/23/2022, who informed me they were good to go with the move 4/24. Move#: P5584487. My deposit for this estimate was $5260.13 after readjustments. I then started to get calls and text from a dispatcher demanding the former contract or the moving company will not pick us up tomorrow (4/24). I had received a text from the movers that they would be at my house in the morning, so I ignored the threatening texts and calls. On 4/24 at 8am I received a text from the moving company that asking to confirm my address. 10 minutes later *** calls to inform me the movers truck broke down and the next possible moving day would be 4/27. When informed that's impossible, the *** rep informed me that it was strange. An hour later he called an informed me that he found a new mover that can do 4/25 at noon and I would get compensated $500(never received and denied now) for inconvenience. Later that evening I received another call from a *** dispatch manager informing me that the moving company's truck didn't break down today, but the movers just didn't want to do my move. He informed me that they could get the mover there at 8am on 4/25. The *** rep contacted me after words and informed me that the dispatch manager was connected to the original mover, was assisting in lying to me to me to help the moving company delay my move so they could so this more lucrative move, but still do mine later. I am told the original movers will arrived 4/25 at 8am.After an abusive interaction with the original movers on 4/25, *** terminate that moving company for me. I am told a new moving truck will get there 4/26. The new company doesn't arrive till 4/28. On 4/29 my belongs are destroyed in crash by movers. Movers were only insured in a small town in IL. *** hired a company that legally couldn't do my move under FMCSA regulations.

  Business Response

  Date: 01/24/2023

  I would like to start off by apologizing for the accident that to place pertaining to the customer's items. But it is not true that the carrier (RADO *********************) is not authorized to operate. The customer can easily go to the fmcsa  website and locate the carrier's info including insurance on file($750.000). Surprisingly, after almost a year, the customer decides to contact the ******************** knowing that we are the broker. That based on the contract sign and agreed that all liability is the carrier's responsibility. If the customer needs more info to pursue claim, feel free to contact our office. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18823798
  
  I am rejecting this response because:

  I'm glad you mentioned why it took so long for me the file this claim. The reason is because it took this long for ME to deal with the mover by myself. Also, glad you mentioned you are a broker and the contract because as you see below:

  Services rendered by Discount van lines LLC entail, but are not limited to, compiling an inventory, pricing the move, dispatching/brokering the move to a licensed interstate moving carrier, ensuring the customer understands the moving process, relaying pickup/delivery messaging, assisting customer with potential claims, and acting as the customers advocate. Customer understands the deposit paid to ********************** is for services separate from the actual moving company.

  Part of your so-called contract states assisting the customer with potential claims/ acting as the customer's advocate.

  I have called you, your business, whatever you would like to call Discount Van Lines multiple times. In fact, I was the only one to attempt calls. I never received calls back, in fact after the incident instead of helping me with my claim, you/your company blocked my number forcing me to your voice mail for weeks. I had to *67(block my number) when I called for you or one of your associates to answer me and in those calls instead of helping my family move forward you reiterated over and over that you were the broker and not the carrier. This went on for 4 months without any assistance from Discount Van Lines.

  Your Company had a responsibility to assist my family and as you can see from the messages, from the reports and documents I have supplied. Discount Van Lines failed in keeping me updated on the facts associated with my move, failed at regulated the information from pickup to mover (instead it went to me), then most importantly when the worst happens Discount Van Lines as a company decided radio silence and deny and assistance beyond the comments, we are just the broker you will have to *** the carrier.

  I have tried to call you recently also, have left voice mails too, to make it a point that your company doesn't care. I called without *67 so I went straight to voice mail. Unfortunately your company is sorry for what the carrier your company hired did or the actions your company did throughout this incident. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/28/2023

  I do understand the customer's frustration . We have reached out on numerous occasions to the actual moving company to expedite the claim for customer. As a moving broker , we do not have the power nor authority to forcefully execute a claim . We have suspended the actual moving company, on the customer's behalf, and will not broker any jobs to them whatsoever till they have rectified customer's claim.

• Initial Complaint

  Date:10/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While shopping moving prices l came across Discount Van Lines, they had the best prices and we reviewed all my items to be picked up (storage size and description of items) the quote was $2,050. When the driver came to pickup everything he said it was more than he thought and wanted $4,600 to move the stuff. This company is running a scam, they went from the lowest price to the most expensive. BEWARE DO NOT USE THIS COMPANY

  Business Response

  Date: 10/31/2022

  The job was serviced and the customer was charged based on the contract.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18332207
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  they knew exactly what was to be picked up. Size and description were explained and he said it was $2,050. When the driver got there HE said it was more than HE thought and wanted $4,600 extra. This is a scam to get people to sign up.

  Customer Answer

  Date: 11/03/2022

  They are just trying to make my complaint difficult. They make everything difficult. Im just trying to warn people about their bate and switch scheme. Im done 

  Business Response

  Date: 12/19/2022

  The customer was fully aware that the contract is a estimate based on cubic feet. When the carrier arrived he noticed more items /bulky items and charged the customer accordingly for the extra cubes. These terms are outlined in the signed agreement by customer. If needed I can provide these documents to the BBB.

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18332207
  
  I am rejecting this response because:
  They knew beforehand what was there, its a scam to get business. They give a liw bid and the scam you when they get there. 
  Sincerely,
  
  *********************

  Business Response

  Date: 01/04/2023

  Discount van lines provides each and every customer with everything outlined in the contract. The contract is written in laymen terms so that transparency is never questioned. I do empathize when a customer has more items/cubes and pay more than the estimated contract. When it occurs , in most situations, the carrier is able to provide a discount to help with the overage cost. But the customer must realize that it is not fair to the carrier to have load more items/cubes without being compensated accordingly. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18332207
  
  I am rejecting this response because: they knew exactly what was going to be picked up. There bid went from $1050 to $6,500. Its a scam and thats how they do business. CUSTOMERS BEWARE!
  
  *********************

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired vanlines and were never told they would be subcontracting it out to Mantillas. We were told $18,000 for our inventory including a tool box (which is why we chose them) and ***** waited until everything was loaded to tell us no. They were supposed to arrive at 8am Friday June 24th with a semi. ***** waited to call us till that evening saying they would be there at 8am on the 25th. They didnt show up until ****am and with a 26ft uhaul. They took lunch at 1pm and came back after 4pm. They didnt come until after 12pm on the 26th when we told them no later than 10am. *****'s kids were running around our house spilling juice everywhere and jumping on our furniture. we were told to give 21 days notice of when we needed our items. I tried for 3 weeks to get ahold of ***** to tell her we needed our stuff August 11th. She never answered. We finally got ahold of customer service and were informed we owed money for storage when we were told by discount that we would get up to 2 months free. They said our stuff would be here August 21st at am and they didnt arrive till 430pm and only brought part of our stuff. ***** wouldnt answer us and we had to pay in full or they wouldnt start unloading. She finally answered and said our stuff would be here in 2 days and it didnt come for 2 more weeks and 5 hours late. The first truck wasnt sealed and half of the stuff in there was water damaged. along with over 30 broken items and we are missing 111 items. i have pictures of all broken items. We were also overcharged as they charged us for 65ft of truck when we only used 36ft of truck. We paid over $38,000 total.I have pictures of all emails and text communication. Vanlines never once helped us after we paid them. **** said he would be there the hole time and i never could reach him after we paid.

  Business Response

  Date: 10/17/2022

  The customer agreed and signed a contract that clearly states*****As a properly licensed interstate broker, Discount van lines LLC is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Discount van lines LLC is not responsible for any acts or omissions of the motor carrier or its employees or agents. There is no agency or subcontractor relationship between Discount van lines LLC and the moving company.  It is the customer/shipper's sole decision to enter into contract for moving services (Bill of Lading) with moving company or not.  This document is an estimate only. Discount van lines LLC is not a party to the contract for moving services (Bill of Lading) between the moving company and the customer/shipper. The customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18192755
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****/*****************

  Customer Answer

  Date: 10/27/2022

  We don't except their response. Everything they told us was a lie and never followed through with. They told us multiple times the call was recorded. At this point we would like those recordings. The contract couldn't be reopened after the day we paid. So, we also need a copy of it. **** told us he was our go to person the entirety of our move and after we paid he would never answer or respond to us. After multiple times of calling to talk to a manager or higher up, they just gave us the run around every time since they got their money. 

  Business Response

  Date: 10/29/2022

  We have contacted the carrier ( mantilas van *********************** pertaining to customer damages. They are willing to assist with claim. Please contact ***** at ********** . They are definitely insured and should be willing to get the process going . Again, we are not the actual moving company . The carrier is liable for all damages/claims etc.....

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were contacted by Discount Van Lines and paid then to complete our move. They had a company come to pick up our items on August 26,2022. The loaded the truck and were to take the items to a storage room for up to 30 days. We were given contact information to schedule delivery and have not been able to connect with them. We have been calling for 2 weeks. Discount Van Lines stated that it was their problem that the company they sent to make our move is not responding. Our items are no where to be found and they include several items from my children and all household furnishings. They have horrible customer service and have blatantly stole our items and have not demonstrated any intent in locating them.

  Business Response

  Date: 09/19/2022

  The customer requested 30 days of storage . By law the carrier has 30 days to deliver after the 30 days of storage is completed. That date is october 26. Fortunately, I was informed that delivery will take place on or before sunday sept 25.

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18033999
  
  I am rejecting this response because: they did not deliver our items on the stated day. ****, a manager at the company, was real quick to call back when I made the original complaint and has since made contact. I feel they stated a date to stop further phone calls. Our items are still missing. I do not know what law she is referring to. However, our paperwork and phone calls (which are all recorded) state up to 30 days of storage, any period of time after 30 days will be charged to customer and to call when ready for delivery. Allowing up to 2 weeks for determined delivery date. Our items where picked up at original location a month ago and I have been calling for several weeks with no response or given false information when I actually reach a person.  So again the company is providing false information and continues to hold our items with no reason to justify not delivering them. 
  
  Sincerely,
  
  **************

  Business Response

  Date: 10/04/2022

  The Items were delivered last week per conversation with carrier.

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to start this off with saying how disappointed I am with Discount Van Lines, then I was given a phone number to my move coordinator that was not valid and I did not talk to him after he took my money.. I was told that they were not brokers but what happened when the movers arrived, I had been brokered out to **************************. Now when they arrived the manager spoke english but not well and the other 2 workers did not speak english at all. They tagged everything in the housw with specific numbers to specify my lot but what I found out is the used the same numbers on another customers lot. I specifically mentioned I had a stuffed fish which meant a lot to me and when you go through the photos you will see how beat up it got and how they wrapped it. The put it in a box with a metal trashcan and some other lose stuff which caused the damage. I have photos of all of the damage I am sending you in zip files and the fish in Jpeg files. I paid you guys $1850 just to broker me out to another company, nice wages for just taking a phone call and they in turn brokered me out to a third company for delivery. Unlimited got $1738 for beating up all of my belongings and labeling my stuff with a duplicate number. I lost clothing in the transfer and inherited a set of 6 legs that I have no idea what they belong to.The third company got their $1738 for dropping off and me doing most of the work in storing my belongings. I don't know what it is all worth but if it were up to me I would ask for $1000 for damages and just for the stress and aggrivation that was caused me. If you want me to write you guys a review I will but you will not like what I have to say in my review.It took almost 3 weeks for my stuff to get here. They destroyed the bottom of my cabinet as I had never seen anything like it before. Attached my phone number if you want to call and talk about it.I was told I had 90 days for any damages.***************************** ************

  Business Response

  Date: 09/22/2022

  The customer was fully aware based on the signed ,agreed contract that the actual moving company is responsible for damages. We have spoken to carrier and they are waiting to be contacted to walk customer through claim filing. BELOW IS THE COMPANY INFO

   

  Agent: PREMIERCM 
  **************************** - Shai
  7080 ***********************
  ***********, 60712
  DOT: 3380603 MC: 1084959
  cs- ************

   

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to get a quote for a move from ******* to ******. I gave as much detail as I could because my things were in storage. I had a 10X20 and a 5x10 storage unit. DVL knew this. They quoted me around $7000 and I paid $2300 to reserve the appointment. A couple of days before the move we updated the information because we had forgotten a few items. They said that the new price would be around $10000 and collected another deposit. *** told us different things about how they determine the price. One person said it was weight and another said it was based on cubic feet. On August 23, the movers came to look at the stuff. At that time they did not tell us any other price but said we needed to pay $3000 in CASH, ZELLE or VENMO to proceed. After they loaded over half of our belongings they changed the amount to over $15000 and told us that we had to pay an ADDITIONAL $5000 or we would lose all of our money. We signed because we were scared they were going to take our belongings and lose out on the deposits we already gave. She also told us that if we did not pay that day that we would have to pay an additional $1000 for storage but if we did pay, then our stuff would be sent within a couple of days because the truck was full. Even though the 26 foot truck was full, we still had items on our list that were not taken. We had to get a UHAUL to take the rest of our things to *******. This cost ** an additional $3000. It is now September 2. We are still waiting for our belongings. I have called discount van lines multiple times and no one will give us any information. When I've contacted the third party that they hired for our move, she always comes up with excuses and will not tell us when our stuff is arriving.

  Business Response

  Date: 09/09/2022

  What the customer is not understanding is the fact we quote on cubic footage and not based on individual items. This is all outlined in the contract signed and agreed by customer prior to move date. We were able to service the cubic footage that was on estimated .

• Initial Complaint

  Date:09/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discount Van Lines was contracted, Job No. P5599417, on June 15, 2022 to move our **** sq ft house in ************, ** into an apartment and storage unit in ***********, **. Our furniture was supposed to be on June *****, but disappeared until an unknown mover appeared, AFTER our closing, on July 2, 2022. Our delivery date was set for July 3, 2022.We were assured before signing a contract by ************************* that our move was not going to be brokered, in fact ******* only concern was that our subdivisions roads were wide enough to fit their 18 ******* truck. To broker the contract was a deal breaker for us from the beginning. I also told ****** upon initial discussion that we needed AT LEAST the space of a 26 ft truck, which was used to move our items into the house. Our estimated volume on the contract was 784 cf, which was a gross and malicious underestimation per the moving company, Road to Load Movers, upon arrival. The total moving estimate was $5295.55. We paid $1834.00 on June 15, 2022.When Road to Load arrived July 2, 2022, they informed us the space quoted was a 1/4 of a 26 ft moving truck and the contract they had did not include half of the items from our house. We had to pay $2500 via CashApp and $1500 via Zelle, $4000 total, on 7/02/2022, filled their 26 ft truck, and still had to rent a U-Haul trailed that my husband had to tow. This amount put an undue hardship on our family, not to mention the planning and rearranging that was almost impossible.After the loading of our furniture, we were told by Road to Load that the delivery should be no more than 3 days later. We never heard from them again until 8/1/2022 On 8/02/2022 a pickup truck towing a metal trailer came filled with our belongings. They would not unload without a payment of $4033 in cash, now totaling $8,033 to Road to Load. Combined with the payment to Discount Van Lines, we paid $9,867.All of the nursery furniture was damaged and must be repaired.

  Business Response

  Date: 09/26/2022

  The customer signed and agreed to the contract that clearly states******As a properly licensed interstate broker, Discount van lines LLC is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by an FMCSA authorized motor carrier, whose charges will be determined by its published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Discount van lines LLC is not responsible for any acts or omissions of the motor carrier or its employees or agents. There is no agency or subcontractor relationship between Discount van lines LLC and the moving company.  It is the customer/shipper's sole decision to enter into contract for moving services (Bill of Lading) with moving company or not.  This document is an estimate only. Discount van lines LLC is not a party to the contract for moving services (Bill of Lading) between the moving company and the customer/shipper. The customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.