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:10/03/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 signed a contract with Pricing Van Lines in 1/2024 to move from ** to ** in June of this year. Being a broker, they gave my job to ****************, assuring me that they choose their carriers very carefully. The pick up was June 14 from CA and delivered to me July 13 in **, minus 2 bookcase shelves they lost and never claimed responsibility for it. At the arrival with my things the drivers demanded the rest of the payment threatening me that they will not give me my things until I pay up front, so I had to pay. Every single item in my inventory list came damaged: the backs of bookcases ripped out with nails, and the shelves lost, torn and smashed boxes, computer desk's mechanism damaged, mildew on my leather couch (One Coast Moving claimed they are not responsible for it) and so on. The drivers did not assemble my bed correctly, as they lost some of the screws, and the damage to some consoles prevented the correct assembly. My white dresser damaged to the point that shelves could not be closed, and one of the drivers broke the bottom panel of it in front of me. I had to throw the dresser away, as it was not usable. One Coast Moving would not return my calls, did not provide timely updates. I filed a reimbursement claim with them and asked Pricing Van Lines for help. I spent over $3K for this move just to see all my household items damaged beyond words. I was offered a silly $228 reimbursement from One Coast Moving and Pricing Van Lines did nothing to assist in at least a reasonable compensation to me, stating that this is not their responsibility. I am deeming them responsible for all the awful experience and my loss. I would like to be fully refunded for the move.

  Business Response

  Date: 10/04/2024

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Pricing Van Lines was the customer`s booking agent. The customer`s moving company was ****************, whom the customer`s moving contract was with. Please note that the customer did not sign a contract with **********************. ********************** provided the customer with an estimate for their move with ****************, which stated that it was an estimate and not a contract. The customer signed their moving contract with **************** directly (attached for your reference). That said, we are always here to assist and mediate between a customer and their carrier whenever needed.
  
  Pricing Van Lines is again very sorry to hear that the customer experienced damage in their move with One Coast Moving; however, the customer's statement that ********************** did not offer to assist or offer to take responsibility is also false. Please see below the email that was sent to the customer on 7/15/24, upon the customer reaching out to us for assistance in filing a claim:

  Customer Service
  Mon, Jul 15, 7:01?PM
  to ****************************
  Good afternoon ****, our *************************** was advised that you were requesting to file a claim for your move with One Coast Moving. We are happy to help. Normally claims are filed through them, however we are glad to step in and assist you with this if you have not yet been assisted. If this should be the case, just let us know what you need to file a claim for, so we can help you with this. Thank you.

  Please see below the customer's reply that evening:

  **** Ore
  Mon, Jul 15, 10:59?PM
  to Customer Service
  Hello,
  Thank you for the email. I am gathering all the evidence of damage and will be filing a claim in the following days.
  I just discovered that we are missing 2 bookcase shelves (attaching the image).
  I emailed One Coast Moving about it, and asked them to find the items and deliver, but since they have not been responsive previously, dupping you into the issue.
  Cheers,
  ****

  Please see below our reply the very next day, on 7/16/24:

  Customer Service
  Tue, Jul 16, 12:53?PM
  to ****
  Thank you for getting back to us, and we are very sorry to hear that you experienced damage and missing items with your carrier. Thank you for letting us know about this. No worries, we will be here to assist you with your claim when you are ready. For your reference, you have up to 9 months from your delivery date to submit a claim. In the meantime, we have advised our ******************* to reach out to One Coast regarding the missing shelves to make sure that they get back to you and / or us regarding this.

  We then received the following email below from the customer on 7/30/24:

  **** Ore
  Tue, Jul 30, 7:10?PM
  to Customer Service
  Hello,
  I am informing Pricing Van Lines that I filed a claim for damage and reimbursement with One Coast Moving.
  Claim ID: *********
  CSI

  The customer was advised that we do not work with the same ************** as One Coast Moving, and that they may of course file their claim through One Coast Moving if they preferred, however to please note that we would neither have access to their claim nor be able to assist in the process, as we unfortunately did not and do not have an agreement or relationship with their **************. Pricing Van Lines did in fact offer to assist the customer with their claim ourselves and take responsibility, despite the customer's agreement stating that **************** was responsible for claims, as a courtesy and show of good faith to the customer from us; however, the customer chose to file their claim through One Coast Moving and not through us. On a side note, please note that we show that the customer did not purchase packing services from One Coast Moving and packed everything themselves, and also selected the Standard Liability Coverage option as their coverage option for their move. This coverage option covers the goods being transported by weight rather than by value, which may be the reason for the customer's settlement amount from CSI Claims.

  Please feel free to contact our *************************** at ************ or ************************* with any questions or for any further information.

  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22376016
  
  I am rejecting this response because:

  It was Pricing Van Lines that gave out my job to One Coast Moving. I had no choice in selecting a carrier nor was I ever contacted prior to that decision. The assistance from Pricing Van Lines was offered to me during a phone conversation with one of their representatives who called me July 14th. It was not offered in emails. In fact, in the email thread provided by Pricing Van Lines they refuse to take any responsibility in the assistance of this matter. Since Pricing Van Lines does not help their customers in complains either, I will file a formal complaint against One Coast Moving.

  
  Sincerely,
  
  Yauheniya Areshchanka

  Business Response

  Date: 10/08/2024

  Our sincerest apologies, as we unfortunately do not understand the customer's response. The customer is still claiming that assistance was not offered in emails and that Pricing Van Lines refused to take any responsibility in the assistance of this matter, after we have already provided evidence clearly contradicting the customer's claims, proving the customer incorrect, and showing that ********************** DID offer to take responsibility and DID do so via email so that it would be in writing from our part. For this very reason is why we do this in writing, as evidence from our end that Pricing Van Lines, although not obligated to per the customer's contract, still went above and beyond and offered to assist. Secondly, *************** is who assigns One Coast Moving. Lastly, every customer has a choice in the selection of their carrier and may request a different carrier, if they do not like their carrier, as many times as they wish at no additional charge.

  Customer Answer

  Date: 10/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but I can see that Pricing Van Lines will not offer any resolution to me.

  They claim that a customer has a choice of a carrier and can change a carrier, but I was never informed of that. My job was given to One ************ without asking me.

  I opened a complaint with ****************, so you can close this complaint. Though it is not resolved to my satisfaction.
  
  Sincerely,
  
  Yauheniya Areshchanka

  Customer Answer

  Date: 10/08/2024

  The link does not work

• Initial Complaint

  Date:08/28/2024

  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.

  During the initial call with Pricing VanLines they rushed through the inventory list. They also left items off of the inventory list (example office chair) that I know was communicated because every other piece of office furniture was listed. It was not communicated that all lamps needed to be in boxes and other items causing the total to be almost $1000 more than what was expected. In addition I was told on the call with them that my move would likely take 5-7 days. I feel like this was a deceptive tactic in order to gain business. My furniture was picked up August 14th and I have still not received it. They will not answer their dispatch line or communicate exactly what the delays are. In addition they told me that my items would be delivered in the window of August *****th but suddenly that changed after I called them the 24th to confirm again. Now I am being told there is no estimated time and they will not call me back. They do not communicate.

  Business Response

  Date: 08/29/2024

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customer`s moving company is *********, whom the customer`s moving contract is with. That said, we are always here to assist and mediate between a customer and their carrier whenever needed.

  Pricing Van Lines is very sorry to hear that the customer feels this way. Attached is the customer's last estimate prior to their pickup, which shows the inventory list provided to us by the customer on the third page of the attachment of what items were to be picked up and transported. Please note that all inventory lists must be acknowledged and signed by the customer, acknowledging that they have reviewed their list and affirming that the list is accurate and that nothing is either extra or missing. This way it is not possible for the customer's representative to purposely leave any item out. As shown, the customer acknowledged and signed this list prior to their pickup, confirming that the list was correct. Our apologies for any confusion, but Pricing Van Lines did not leave any item off, as this is the list that was confirmed by the customer. Secondly, the fourth page of the attachment shows the customer's Estimated Delivery Schedule, which based on the customer's distance of ***** miles shown on the second page of the attachment, would be up to 14 Business Days beginning from the customer's First Available Delivery Date. The customer's First Available Delivery Date was 8/16/24, which would make today the 9th Business Day, and next Friday 9/6/24 would be the 14th Business Day. Contrary to this complaint, our ************************ has been consistently following up with the customer since their pickup and has already communicated to the customer that AV Moving has confirmed that their delivery would be completed within this time frame. There is currently no delay. Our ************************ will continue to follow up with both the customer and with AV Moving until they have received confirmation from both parties that the customer's delivery has been completed. Please feel free to contact our *************************** at ************ or at ************************* with any other questions.
  
  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 09/02/2024

   
  Complaint: 22208647
  
  I am rejecting this response because: I still was not told specific information about items that needed to be boxed so that caused an extreme underestimate of the space it would take up in the truck.  This then caused the price to jump drastically.  It was also never communicated on the call that you take no responsibility for staying within your estimated limits.  I still have not received my stuff picked up on August 14th and likely wont get it until Friday September 6th at the earliest.  This should be fraudulent.    The expectations you set and take no responsibility and can be dangerous.  I have medications I need to take packed away that are crucial.  I packed enough with me during the move to last me for a month (expecting that to be enough time) and may run out.  This could be detrimental to my health.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/11/2024

  We are happy to advise that the customer's delivery has been completed, and we have offered to assist the customer with their claim ourselves through our own account with the ************** so that the customer does not have to file through their carrier, as well as offered to pay for the customer's claim ourselves. The customer has been provided with the information to proceed in filing their claim, and our *************************** will be assisting the customer with anything that they may need throughout the process.

• Initial Complaint

  Date:06/24/2024

  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.

  I contacted them to move me from ******** to *****. They gave me the estimate . $11,000.I was also paying for a full pack. I only needed a partial pack. I paid the deposit of $4307.93 then was told to pay the movers when they got there with 2 money orders totaling $7293.86 which I did. Was told that completely paid for the first truck and packing. When they loaded the truck they needed a second one. Again I paid a deposit. This time $912.59 was told to pay the balance in cash on delivery. Which I shelled out another $9145.00. They gave me a very faint copy of the receipt. On may 28th they charged my debit card an additional $4489.10 . So of course I disputed the charges. Now Im trying to get a legible copy of the cash I paid to us safe moving. They informed me that because of my dispute they had to send all my receipts to pricing van lines. Ive been on hold to speak to them for almost 2 hours. All Im asking for is a copy of the receipt. I am trying to get my husband back on long term ******** as he is a stroke patient. And cant get approved until I show them where that amount of cash was sent to. I sold my house in ******** and bought a house in ***** and paid for the move. They wouldnt unload any belonging until I paid the cash this company is horrible to senior citizens and disabled. They kept sending my things to sign at this point I was so stressed and upset that I signed them. They stressed me out knowing that I had to leave the property by may 19th. They had one truck packed but wouldnt start loading the 2nd one until I sign papers. They knew they had me where I had no choice. They damaged a lot of property and left a lot of things behind. A lot that I discovered missing cant be replaced and had for over 40 years

  Business Response

  Date: 06/27/2024

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customer`s moving company was US Safe Moving, whom the customer`s moving contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.

  Unfortunately, this review seems to be referencing the customer's carrier and does not reflect our services. Our company has never either loaded or unloaded goods for the customer. Regarding the charge of $4,489.10 that the customer has mentioned, the customer is implying that this was charged without their authorization. Please see attached the customer's Credit Card Authorization form for this charge, acknowledging and authorizing this charge. Pricing Van Lines has not and would not process any charge for a customer without their authorization prior. Secondly, regarding a cash payment of $9,145, our apologies, but we are not aware of any such cash payment. Pricing Van Lines does not accept cash payments. This was not a payment that was made to Pricing Van Lines, therefore unfortunately it is not possible for us to send a receipt for a payment that neither was made to us nor are we aware about. We have also reached out to the customer's carrier in order to try to assist the customer with their request, however they do not have any record showing a cash payment to them in this amount either. Our apologies, but the customer is requesting a receipt that we have no knowledge of. If there is any other way in which we can assist, the customer may contact our *************************** at ************** or at ************************** Likewise, please feel free to reach out to us at the same number / email with any questions or for any further information.
  
  Thank you,
  
  Pricing Van Lines

• Initial Complaint

  Date:03/13/2024

  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.

  I originally booked a cross country move for 3/27 and received a QA call Monday informing me the movers assigned will charge me hundreds of additional costs to wrap a mirror and tv and will charge me way more and it will upset me. Upon doing more research, found a more legitimate company that moves clients directly and doesnt low ball estimates. I called this morning to cancel, and **** spent 20 minutes trying to convince me not to, and eventually agreed to. After asking 4 times how much of the deposit I will be refunded, he said 64% but refused to send me anything in writing stating this or that the shipment was cancelled or that I wont be charged for the move. Ive heard horrendous things about this company and have not received any documentation regarding the cancellation or refund or stating I will not be charged the balance for the move. I will make such a big deal out of this and involve so many other entities if this is not resolved, this company will end up closing.

  Customer Answer

  Date: 03/14/2024

  I was contacted today to sign an agreement Ill be charged a 10% cancellation fee when I was told there would be no cancellation fee and my only penalty would be losing 36% of my deposit

  Customer Answer

  Date: 03/14/2024

  I spoke to **** following receiving the email and was informed I will get a much smaller portion of my deposit back and he "guesses" there is a cancellation fee.   When I said he stated something entirely different yesterday I was informed this can't be proven because it wasnt in writing.  I then informed him he was on speakerphone with a witness who recorded the conversation and he had no rebuttal.  This company has historically lowballed estimates to gain business and then scammed thousands of dollars from countless consumers;  These are deceptive practices by legal definition.

  Business Response

  Date: 03/15/2024

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.

  In reference to the customer's complaint, at no point was the customer ever advised that it would be hundreds of dollars to wrap their mirror or TV. If the customer wished to include professional packing for their mirror rather than packing / protecting it themselves, it would be an additional $45, and it would be $35 for their TV. Secondly, there is no "Yuri" at Pricing Van Lines. The "Yuri" that the customer is referring to is an employee of a different company. Lastly, the customer's cancellation fee per their agreement was only 10% of their deposit. We are not sure where the customer is getting the 64% from, nor would we ever charge a customer the balance of their move if they were requesting to cancel. It seems that this complaint is nothing more than a confusion or misunderstanding. Pricing Van Lines has already reached out to the customer since and has explained this to them, and the customer has confirmed that they did understand there would be a 10% cancellation fee.
  
  The customer's reservation has been cancelled as requested, and their refund minus only their 10% cancellation fee has already been processed for them. Please feel free to contact our *************************** at ************ or at ************************* with any other questions.
  
  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21428172
  
  I am rejecting this response because: the refund that was agreed upon was never issued. I spoke to my bank and the accounting department. There was no confusion. This was information that was directly told to me by 2 different employees.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/21/2024

  Good afternoon, just as we had confirmed in our previous response, the customer's refund was already processed for them last Friday 3/15/24. Attached is the confirmation receipt of the customer's refund showing when the refund was processed and that it was processed for the exact amount that was advised would be refunded. The customer's card processor has also confirmed that refunds may take up to 7-10 days to show on the customer's account. Unfortunately, the customer is simply submitting complaints in the meantime rather than waiting for their refund to reflect. We kindly suggest for the customer to give their refund time to show on their account prior to submitting false accusations. Thank you.

• Initial Complaint

  Date:02/08/2024

  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.

  Avoid this company at all costs quoted a price app 8k. Truck arrived it was obviously too small some time later I was told they could load no more. I was forced to spend more money to fill the truck after payment I was told still need additional space. I was forced to rent a truck at app 1k and drive it myself. They showed up days later to unload. Alll boxes stuffed in various rooms in my house nothing labeled have no idea where anything is located. These people are clearly dishonest be aware they are the worst. Cost ended up at app 12k. For that I could have hired a reputable mover. This was a plan on their part bid low knowing it will take more

  Business Response

  Date: 02/13/2024

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s moving company, **************** whom the customer`s moving contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Unfortunately, this complaint seems to be referring to the customer's moving company, as ********************** did not perform this move or "show up" anywhere, we do not own or operate trucks. Pricing Van Lines provided the customer with an estimate based on the inventory list of items provided by the customer. Upon further review, we have confirmed with the customer's carrier Pro Movers that on pickup day, the customer added additional items to their list of what was to be transported. This was the reason for their carrier's additional charge.
  
  Pricing Van Lines would be happy to review the customer's contract with *************** for them, in order to help the customer and ensure that their carrier's charges were accurate, or otherwise assist the customer in submitting a claim if anything was not done accurately. The customer may send a copy / images of their contract to our *************************** at ************************** and we would be happy to assist them with this. Likewise, please feel free to contact our *************************** at ************ or at the email address previously provided to request any additional information.

  Thank you,

  Pricing Van Lines

• Initial Complaint

  Date:09/01/2023

  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.

  I spoke to ************ and placed a deposit to hold the date for my move with the understanding provided by him that I may cancel at anytime without a penalty. When I received a lower quote from another company I attempted to contact ************ as well as customer service. I was told that I would receive a call back from the appropriate person by customer service 5 times. Every time I asked to be transferred to the correct person I was told "He's at lunch". I sent emails to both ************ and ******************************** with no response. **************** member ***** told me multiple times someone would call me back, never received a call. I asked to speak with his supervisor he told me he didn't have one, then 5 minutes later told me his supervisor was at lunch. I also read on their website that if cancellation is not done within 24 hours they charge a 10% fee, which contradicts what ************ told me. They do not answer your response within that 24 hours frame so they can get the 10% fee. I was placed on hold for over 20 minutes before I hung up and called again, and still was told the same thing that someone would call me back because they were at lunch.

  Business Response

  Date: 09/07/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.

  Pricing Van Lines is a booking agent who reserves truck space with a carrier for a customers shipment. As a courtesy, we provide a complimentary 24-hour cancellation window from the time of the customer's reservation with no cancellation fee applied. Please note that the customer booked their reservation on 8/30/23 and did not contact or attempt to contact anyone in order to request to cancel their reservation until 9/1/23. The customer was and still is able to provide any email / evidence they may have in order to show that their request to cancel was submitted within their 24-hour window. Secondly, our **************** Manager did reach out to the customer and speak to them before the end of the business day on the same day, 9/1/23, in which the customer's cancellation was confirmed. Lastly, please see attached the very first page of the customer's Booking Agreement, which was the very first thing the customer was asked to read, acknowledge, and sign, in order to book their reservation. As shown, the customer was aware and accepted and signed the Cancellation Policy, which is shown there on the very first page in large, bold letters, on the day of their booking.

  Please also see attached the customer's cancellation request, again acknowledged and signed by the customer, on 9/1/23, in which the customer again acknowledges their 10% Cancellation Fee. Please feel free to contact our **************** Department at ************ or ************************* with any other questions or for any further assistance.

  Thank you,

  Pricing Van Lines

• Initial Complaint

  Date:08/22/2023

  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 hired Pricing Van Lines to move my home from ** to **, in March/2023. Once the movers arrived, the ******* did inventory, he then got Pricing Van Lines on the phone; and the ******* and the Pricing Van Lines confirmed the moving price; both stated that there will be no additional fees; and that the quoted price on the contract is my price. When the movers arrived to deliver my property in **, the ******* presented me with ********* document, where he had written in an additional ******. I asked to speak with his supervisor, and he stated that it was because he paid someone outside of his company to move my things from one truck to another. I asked for a copy of the paid invoice he said he would send but never did; and that if I wanted my things off the truck, I would have to pay the ******. Not only did they hold my property hostage until I paid the ******, they did over 3K in damages to my property; and offered me ***** for compensation of the damages to my property. This has been a nightmare.

  Business Response

  Date: 08/28/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of DSY Moving, whom the customer`s moving contract was with. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Upon reaching out to DSY Moving to further investigate the customer's complaint, the fee that the customer is referring to was a Shuttle Fee, which was explained in the customer's Booking Agreement from the beginning during their initial registration, that a Shuttle Fee would apply if the customer's delivery location had no access for an 18-*******, in which case the customer's carrier would charge a Shuttle Fee for the transfer and use of a smaller truck in order to fit.

  Likewise as per the customer's initial Booking Agreement as well as contract with DSY Moving, the customer's carrier is responsible for claims, as the customer's goods were transported under their operating authority. The customer's claim was processed based on their Standard Liability Coverage selected by the customer for their move. However, upon being advised that the customer's coverage only covered this amount for them, Pricing Van Lines immediately contacted the customer and offered the customer an additional courtesy compensation from Pricing Van Lines to add to their claim, as a show of good faith from our part. To date, the customer has not responded to our offer. Our offer remains open for the customer, should they wish to accept this as a courtesy from us. Please do not hesitate to contact our *************************** at ************ or at ************************* with any other questions.
  
  Thank you,
  
  Pricing Van Lines

• Initial Complaint

  Date:08/16/2023

  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.

  I have been waiting for weeks for the stuff for our move from ******* To *******. We ended up paying more than we were quotedwhich is strange because I actually had less stuff. And now trying to get any info from anyone on where our stuff ishas been near impossible. They just keep giving us the run around, flippant responses or no response. Movers arrived July 14we were told delivery would be July 24. Today is august 16 and we have nothing still. No updates. And the days keep getting pushed back. One of the employees even had the audacity to tell me that the movers were called perfectly fast movers so obviously they will be on time. What a flippant thing to say to someone. Its even more ridiculous when they are anything but on time. This company was very attentive when they were busy taking my money but now ** getting little to no response. I will never recommend anyone use this company and I am very disappointed in the lack of communication and the fact that weve been in ***** for a month now without a single thing. I want our stuff delivered and I want a refund for the time weve spent battling to get answers.

  Business Response

  Date: 08/17/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customer`s goods were picked up and are being transported under the operating authority of the customer`s moving company, *********************, whom the customer`s moving contract is with. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Please note that there is no delay in the customer's delivery. Everything is on time and on schedule. Attached is the customer's last estimate with **********************. On the first page of the attachment, you will see that the customer's First Available Delivery Date was 7/24/23. This was not a guaranteed delivery date, but a First Available Delivery Date. On the second page of the attachment, you will see that based on the customer's distance of ***** miles shown on the first page, the customer's Estimated Delivery Schedule is up to 21 Business Days, not including weekends or holidays, beginning from the customer's First Available Delivery Date of 7/24/23. Therefore, the customer's Estimated Delivery Schedule is by 8/22/23. Furthermore, if ********************* were to deliver after 8/22/23, the customer would of course be compensated. Our ************************ is currently mediating between the customer and ********************* and will continue to keep the customer updated on their upcoming delivery. Please do not hesitate to contact our *************************** directly at ************ or ************************* with any other questions.
  
  Thank you,
  
  Pricing Van Lines

• Initial Complaint

  Date:07/25/2023

  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.

  I hired these moving brokers for a move from ** to CO. They quoted me a price, and I signed the contract. I gave a them a detailed , accurate review of my inventory, and the carrier agreed my items were exactly as described. However, the carrier told me that this broker underestimated the cubic footage and as a result my contract amount went up over $400 more. Also, the broker charged me $75 for extra special handling of a China cabinet. The carrier told me it did not need special handling and that I should not have had to pay that extra fee. The carrier and I tried to call the broker to remedy these overcharges, but they do not answer our calls or emails or texts. They have no way responded to me or the carrier. I would like satisfaction to being overcharged by this broker.

  Business Response

  Date: 07/25/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customers goods were picked up and are being transported under the ********* of ****** ********************************* whom the customers moving contract is with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Please note that the customer's estimate was inventory-based. It was not based on cubic feet or weight. Pricing Van Lines only provides estimates based on items and does not provide estimates based on cubic feet, therefore it is not possible to "underestimate cubic footage." Secondly, special handling fees go directly to the customer's carrier. Carriers are who advise whether an item is assessed a special handling fee or not, as they are the ones who are transporting the item and performing the physical labor. If an item was not in need of a special handling fee, the customer's carrier would have removed this fee from their contract with the customer themselves. ********************** does not benefit from this and would have no reason to require this fee to be charged. Lastly, the statement that Pricing Van Lines is unresponsive is false. On the contrary, the customer's ************* Representative ****** tried reaching the customer yesterday 7/24/23 and emailed the customer with his direct point of contact information, in case the customer needs anything, they may contact ****** directly.  A copy of this email has beeen attached. The customer may get back to ****** for anything they need via the contact information on this attachment.
  
  Thank you,
  
  Pricing Van Lines

• Initial Complaint

  Date:06/25/2023

  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.

  We booked a move from ** to ** through Pricing Van Lines. Pricing Van Lines just brokered the move to the actual moving company, which was Road Runner Moving. Road Runner broke or damaged 95 items, held our belongings for a $4000 last-minute ******, and caused over $9000 of damage. They admitted that they damaged the items and offered us only $165 in compensation! They are rated F by the Better Business Bureau for a reason. In addition, according to the Better Business Bureau (BBB) website: "On 05/21/2022 the ********** *************************** revoked the license of Road Runner Moving." Road Runner also lies and says it is BBB certified when it has been repeatedly asked by the BBB to remove that from their website. Why would Pricing Van Lines use such an obviously horrible company? Pricing Van Lines acted as a front for Road Runner Moving.

  Business Response

  Date: 06/27/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Pricing Van Lines is a booking agent. The customers goods were picked up and transported under the operating ********* of ********** Moving, whom the customers moving contract was with. All carrier's in Pricing Van Lines's network are licensed, vetted, insured, and in good standing at the time of a move. Pricing Van Lines is neither aware of nor responsible for what happens once a carrier is no longer in our network. The customer's move was five months prior to the date that the customer is providing regarding ********** Moving, and ********** Moving was in good standing at that time; furthermore, ********** Moving was no longer in our network prior to the date provided by the customer. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Pricing Van Lines is very sorry to hear that the customer was not happy with their experience with Roadrunber Moving. Please note that our *************************** has been trying to reach the customer since 3/15 in order to offer them our assistance and offer them a courtesy compensation from our part, upon our finding out that they were not happy with their claim settlement. Unfortunately, the customer has not returned our calls or replied to our emails. We are still happy to assist however we can within our means if the customer would like. They may get back to our *************************** at ************ or at ************************** Likewise, please feel free to contact our *************************** with any other questions.
  
  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 06/29/2023

  Complaint: 20234953
  
  At the end of this statement, please see the following email that we sent to Pricing Van Lines regarding this complaint.  Their response to this email indicates that they are considering a courtesy compensation.  However, sending us a few hundred dollars will not change our position.  *********** believes that an undisclosed $4000 last-minute charge is normal, even after we had specifically asked if there could be any other potential charges at the destination and were told "no". 

  
  As consumers, our position is that the damaging or destruction of over $75,000 of furniture is something that other potential users of the company's services should be made aware of.  If by making many consumers aware, we can prevent even ***** potential Pricing Van Lines' users from suffering the same fate, we believe that we will have been of service to the consumer community.

  
  At this point, we are rejecting the company's response, pending an offer of compensation that the company says will come in 2-3 business days.

  
  Sincerely,
  
  ****** and *************************

  
  Below is the text of the email we sent to the customer service department of ********************** on 6/27/2023:

  
  Thank you for replying to our complaint submitted to the Better Business Bureau.  A response to our complaint reflects that you care about your customer experience and the quality of your service.
  
  
  We have tried to reach you on several occasions, but in every case we have just reached the same voicemail.  Feeling that this type of customer service is inconsistent with a business that values its customers, we went ahead with our complaint to the BBB.  From our records, we show that Pricing Van Lines emailed us one time since 3/15 simply to ask that we call, not to offer any kind of compensation. 
  
  
  Roadrunner Moving has had an F rating with the BBB for several years.  Their ratings and reviews are among the worst of any company in the BBB database.  We feel that Pricing Van Lines' referral of our substantial move to Roadrunner reflects poor judgment and a violation of trust in Pricing Van Lines' role as an agent for our move.  *********** that truly vetted its service providers should never have been associated with Roadrunner.  
  
  
  Roadrunner's service was careless and possibly malicious.  Once our furniture items were blanketed and moved to its warehouse, many blankets were removed and the furniture sustained severe damage.  By the time we received our furniture, other blankets had been haphazardly slapped on parts of the furniture, and several pieces had tape wrapped directly on the wood, injuring the finish.  The majority of furniture pieces were damaged in some way.  Glass lamps were put in boxes next to wood items, floor lamps were unwrapped and put upside down into boxes, and lampshades were not protected in any way.
  
  
  The delivery of our items was also well below expectations.  One day before delivery, we received a call that we needed to wire $4000 extra if we wanted to receive our items.  We had heard of this kind of blackmail before but had never experienced it.  Roadrunner's claim was that the charge was required because of the trucks they used, but it could have been any excuse.  Also, the movers didn't cover all of the floors in the new house, so the floors sustained $2000 of damage.  These damages are in addition to damage to over **** pounds of belongings worth over $75,000.  Of course every move results in the occasional dent or scrape, but in our case, 95 separate items sustained damage--that kind of damage resulted from extremely careless and negligent behavior.
  
  
  We have spent over 50 hours documenting and taking photos of the damage to our belongings.  We submitted the damage estimates to the mediator which totaled over $9000, and Roadrunner proposed only $165 in compensation rather than the thousands we believe that we are entitled to.  We rejected the offer.
  
  
  If Pricing Van Lines can offer significant cash compensation of $2000 or more, we believe that it will absolve the company of its part in this horrific client experience.  Otherwise, we feel that it is our responsibility to warn other potential users about our experience.  Let's face it; this was a failed move.  We have never heard of a worse moving experience than we had.  Compensation will not make our furniture whole.  Compensation will not unbreak our china cabinet or deliver us our antique dining table.  But it will show that Pricing Van Lines values its clients enough to step in when a highly unusual and horrific move occurs.
  
  
  Please respond to this email in writing within 3 calendar days, as we are required to accept or reject your response to our BBB complaint soon.  Thank you for your understanding.
  
  
  Sincerely,
  ****** and *************************

  
  

  Business Response

  Date: 06/29/2023

  We are happy to advise that yes, the customer has finally responded to ** in order to allow us to assist. Please note that the customer is fully aware that the $***** charged to them by Roadrunner Moving was their shuttle fee, not "an undisclosed charge." Attached is a copy of the customer's ackowledged and signed agreement, showing that the customer's reservation was for an approximate ***** cf of space. Shuttle fees are charged at $1 per cf. The following page also shows that the customer was advised and acknowledged that they understood that a shuttle fee would be applied if there was no access at the customer's delivery location for their *****************. Shuttle fees, if needed, are always charged in the end, prior to delivery being completed, as the carrier must first inspect the delivery location to see if there is 18-******* access or not before charging a shuttle fee, as well as sometimes make an attempt at using the 18-******* if there is a possibility of access, so as not to have to charge the shuttle fee and have to unload, reload, and unload once again.

  Pricing Van Lines has submitted a courtesy compensation request for the customer's file, as a show of good faith from our part, which is currently under review. The customer may maintain any position that they wish, regardless of our courtesy compensation, as this is something that is being considered for the customer as a COURTESY, not a due amount. As the customer previously stated, they have already submitted their claim to the *************** and the ************** was unfortunately not provided sufficient evidence in order to approve a higher amount for the customer. The customer may seek arbitration from Roadrunner Moving if they are still within their time frame, which would be the next step if they were not happy with their claim settlement. Pricing Van Lines is also happy to assist the customer with any information they may need regarding their carrier in order to proceed.

  Thank you,

  Pricing Van Lines

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20234953
  
  We are rejecting this response because: the company has made a compensation offer.  Once compensation has been received, we may change our response.

  Sincerely,
  
  ****** and *************************