ComplaintsforLincoln Logistics LLC

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I initially contacted Lincoln, I was given a reasonable quote. However, just days before my scheduled move, they suddenly changed the price, demanding a higher amount. This last-minute bait-and-switch left me scrambling, with no time to make alternative arrangements.I deserve a refund for contract # ******* for services that were NEVER rendered. On 7/19/24 I spoke with **** at ************, he repeated several times I must book on that day or I would not get the price of $2569.49. I booked with his recommendation for 400 cubic feet based on a one bedroom apartment. His original suggestion was 350 cubes (he told me that he never heard of anyone with over that amount for a one bedroom apartment). **** said that I was only able to use an echeck not a credit card to book this move. I called on Monday to explain that I did forget two items when I spoke with **** on Friday. The call was sent to Phil ************* I explained my additions & concerns to **** & agreed to a new price of $3020. **** told me many times on the phone that this price will not change & that he would treat me like he would treat his mother. On Friday, 7/26/24 ******* called me from ************ and we went over everything. I did not add anything but suddenly the price was $4603.29. The reason that this was cited was that I added space (for example, I told **** that we had a peloton bike he put down exercise bike but the Peloton takes up more room, we ended up having 42 boxes (not the 50 that was written down) but some of them were not medium they were large and x-large) I call and no one answers. I called the 1800 number. I explained that nothing had been added on Friday & needed my deposit back. She told me that she would have to check cancellation policy and hung up on me. I called each number that I have listed above and no one will answer. I deserve my money back as there were no services provided. Their deceptive practices and lack of communication are simply unacceptable.

  Business response

  08/10/2024

  Per our cancellation policy, which you so kindly attached your signed copy of, states that you only have 72 hours to request cancellation for a full refund of your deposit. The services were not rendered because you requested cancellation of services. The deposit for said services was nonrefundable per the signed agreement made the day of the reservation. 

   

  Regardless of that fact here at Lincoln we really do care about customer satisfaction quite a bit and we would like to offer you a partial refund of your deposit amounting to $250.

  Customer response

  08/12/2024

   
  Complaint: 22116729
  
  I am rejecting this response because: Rejection of Insufficient Refund Proposal Request for Full Refund

  I am writing in response to your proposal to ***** a $250 refund for the services that were not rendered according to our contract. While I acknowledge that I did sign the contract, it is crucial to point out that your company failed to uphold its end of the agreement.
  
  Initially, I was charged one amount, but just three days before my scheduled move, your company executed a bait-and-switch, changing the terms and costs of the services. This left me in an extremely precarious situation, as I was unable to move my daughter and complete the move as planned. Moreover, this action resulted in the loss of over $1,100 that I had paid in good faith, expecting your company to fulfill its contractual obligations.
  
  Given these circumstances, the contract is null and void due to your breach of the agreed terms. As a result, the $250 refund you proposed is inadequate and unacceptable. I request a full refund of the deposit that I paid. I trust that you will take this matter seriously and process the full refund promptly.
  
  Thank you for your immediate attention to this matter.
  

  Sincerely,
  

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

  Business response

  08/13/2024

  The quality assurance was not a "bait and switch", 10 large furniture items were added to the inventory. The original inventory was conveyed by the client (you) and signed and agreed upon. The quality assurance is set in place for people who finish packing and realize that they are either taking more items than expected or less items than expected. It was explained to you that your price will go up or down during that call according to the confirmation of items being transported. Lincoln was even willing to cover some of the increases for you, but you declined. The deposit gets dispersed prior to the move taking place in order to plan the route accordingly. 

   

  With this being said management has agreed to a complete and final offer of $375 as a refund for the trouble. 

  Customer response

  08/13/2024

   
  Complaint: 22116729
  
  I am rejecting this response because:

  I appreciate your response and the attempt to clarify the situation, but I must firmly disagree with your characterization of the events. While I understand the purpose of quality assurance, it is disingenuous to suggest that the significant price increase I experienced was purely a result of an adjustment in the number of items, which there was none from my end. Some examples include: end box count was 42 to the original estimate of 50, peloton instead of exercise bike (which I told **** originally but suddenly that took up more cubic feet),  two pieces of luggage in place of two boxes (which I was told was an even swap) etc. 

  When the original inventory was provided, it was based on the information and guidance I received. Unfortunately, I admitted to ******* that I was unfamiliar with this process, which ultimately allowed your company to exploit my navet. The introduction of a "quality assurance" call, which drastically inflated the cost after I had already committed, indeed feels like a bait and switch. Adding 10 large furniture items after the initial agreement, which absolutely did not occur, is the definition and exemplification of a bait and switch. 
  
  Lincoln's offer to cover some of the increase does not negate the fundamental issue here: the process was not handled transparently or fairly. This left me with little choice but to reject these egregious terms and face significant disruption to my move.
  
  Regarding the deposit, I understand that planning routes requires financial commitments. However, the deposit was made under the assumption of a certain level of cubic feet (based on your companys expertise), service and pricing integrityan assumption that was unfortunately proven wrong. Your company did not complete over $1,100 worth of planning. In addition to the lack any sort of true cost spent by your company, I would like to address how your company treated me. I have been treated extremely poorly throughout this entire process, which is completely unacceptable. Not only was I hung up on during critical discussions, but I also called the numbers of several employees at your company. These colleagues  were more than willing to answer my phone call when they wanted me to sign on the dotted line but when I wanted to talk about price and your deceptive business practice, no one even bothered to answer or return my calls. This level of unprofessionalism is shocking and has caused unnecessary stress and frustration. It is clear that my concerns were not taken seriously, and the lack of basic communication is inexcusable.
  
  In light of the above, the $375 refund offered does not adequately address the inconvenience, stress, and financial impact caused by this situation. I request my full and deserved refund to better reflect the significant discrepancies in service and pricing that occurred.
  
  I expect a more equitable resolution and look forward to your prompt response.
  
  Sincerely,  
  

  ***************************;

  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 9, 2024 - Senior Relocation Specialists, ***************************** assured me:1.I was dealing with a moving company, not a broker.2.Binding Moving Estimate of $1681.28 included up to 286 cubic feet.3.I needed to pay a deposit of $681.00.May 9th-28th - no response to calls & texts to *****************************, **************** June 8th received reply that I would receive a call on 6/10 from *******************************, ****************** June 11th called *******. Price changed from $1681.28 to $3077.89 based on 300 cubit feet.oI had two choices: 1) continue, or 2) cancel, find another moving company & lose my deposit.June 14, 2024 - United Reliable Relocation arrives in ******* Russian owned, with Chinese immigrants working off transportation to ****White unmarked truck, * Price changed to $4,842.39.* Owner stated "worked everything out with Lincoln Logistics" No paperwork July 3rd - United Prime Relocation arrives in ******* in a Penske Rental truck Would not take the requested cashier's check of $531.50 - demanded cash. Lincoln Logistics did not help and did not return calls. Requested an additional $1764.50.July 13th, I received the following text from ***, **************:Hi, it's Kai for you. I unloaded your stuff in ************, the thing is, it turns out you were supposed to pay $1,764.50, I took a $531.50 payment from you. At this point, the bosses will take money from my paycheck that I was supposed to get. The $1,233 I didn't take will be paid by me. My job comes out to $1,500 for everything. I'm begging you, can you please pay the company. I'm a stranger you've only seen once. But for God's sake, I need to feed my family. Can we make a deal. I'll send you the **** company's info. Not mine, please! You can call the company and get the green number.To make sure it's me, ***. I can send my driver's license, selfies, video call. Anything, please. I'm desperate.I can even send you a contract I'm begging you

  Business response

  08/06/2024

  K.C

   

  According to our records we were not aware of any of these issues and do not have record of any phone calls or emails incoming listing the complaints and dissatisfaction. Had we been aware we would have helped with the situation the best way we could before you resorted to writing multiple reviews online and making complaints. 

   

  There was a phone call notated on the day of pick up and Lincoln actually paid the carrier some of the overages to cover for you (****** to be exact). We would like to continue that and offer you an additional $300 refund for the trouble. 

   

  This carrier has been permanently removed from our approved list of carriers for the inappropriate conduct and issues with this particular relocation and we are extremely sorry to hear that you had a negative experience.

  Customer response

  08/06/2024

   
  Complaint: 22095217
  
  I am rejecting this response because:  Lincoln Logistics LLC informed me with my first phone call that all conversations are recorded, and continued to do so throughout my time with them.  Both ***************************** and ******************************* referred to these recordings as a way to reprimand ***************************** for lying to me about costs and ******* giving me false information.

  Since ***************************** did not respond to my emails and texts, did not return my calls or answer the phone when I called, I had no way of filing a complaint beyond the complaint I made on June 14th and July 3rd directly to *****************************.

  I have filled a complaint with the Florida Attorney General and they have encouraged me to file a complaint with the Washington State and Indiana State Attorney General (which I am in the process of doing), and the ********** of ************** (which I have done).

  Lincoln Logistics LLC were and are fully aware of the disreputable moving companies they contract as movers.  
  
  Sincerely,
  
  K C Gauldine

  Business response

  08/06/2024

  The conversation you had with ***************************** was to help correct the mistakes that ******* made. You were told that the matter would be handled, and we would assist with the mistake that was made, which we did. Lincoln assisted in $616.49. of the charges because we acknowledged that a mistake was made, and we corrected it. 
  
  Upon further review of ALL of our records there were no calls or emails incoming on the dates stated. All customer service extensions and email accounts have been checked and this does not seem to be accurate. Our texting has been down for months due to a system verification process that is taking longer than expected for all of their clients (not just Lincoln). 

  United Prime Relocation has been removed from our carrier network due to breach of contract. 

  We truly do care about our client satisfaction and if you would have reached out to our customer service (as we do not have any incoming calls in our system from you at all on the dates you are claiming). If the phone was not being answered most likely the phones were tied up with other clients and sending an email would have been advised, however upon checking we do not have any emails at all from you either. 

  At no time has Lincoln threatened you or done anything but attempt to help and we have not gone outside of the terms of the agreement at all. 

  With all of this that said we STILL would like to offer compensation. Lincoln would be willing to refund the remainder of the deposit that was not given to United Prime which would amount to $1398.38.

  Customer response

  08/07/2024

   
  Complaint: 22095217
  
  I am rejecting this response because:  The response is more lies and deceptions.  I have many more documents to upload (emails, texts, phone logs) but I the BBB system wouldn't let me add more.

  1.  If you read the reports from ************ etc., you will see the warnings of working with companies who claim they are the movers; they come in unmarked trucks; they use rental trucks to deliver; they increase their pricing at every step; they pray on women over 65 years old ( you were fully aware that I am 80 years old, living on social security, and moving to support my son who has had serious medical issues), etc.  The stories they tell are everything that happened to me.  My experience is a text book case.

  2.  Your opening statement is totally incorrect, the timing of the funds was not related to *******, but the movers, and the amount you stated was never relayed.

  3.  ****** was not helping to correct a mistake ******* had made.  

       A.  ***************************** contracted with me for $1,681.28 for up to 286 cubic feet.  

       B.  ******* was given all the items I had to move, complete with measurements, except the total number of boxes, which I stated would probably double.  

       C.  No where on the binding moving estimate was the 145 cubic feet ******* claimed ******* submitted.  

       D.  However, when ******* received my final moving list, she stated that I had 300 cubic feet to move, which according to *******'s binding estimate of 286 cubic feet was only 4 more cubic feet.  

       E.  This is where the first price gouging sta.

  4.  Even though I reached out to ****** many times about the docusign emails not working, she never responded.  When I contacted ******* about the issue, he sent me a duplicate copy of his binding estimate.  At no time did anyone change the binding 286 cubic feet to 145 cubic feet.  I have ******'s last email regarding the docusign issue, that everything was "all set" and the docusign document didn't matter.

  4.  When ******* challenged the number of cubic feet, and stated that "******* could get fired over this" she stated that I would now need to pay an additional $400+ to move forward.  This is where she brought ****** into her conversation.  ******* stated that I now owed an additional $496.72, which made some sense moving from 286 cubic feet to 300 cubic feet.  However, when the credit card authorization came it was for $1,333.87.  I, of course, was very upset and vehemently objected to what was beginning to look like a scam.  She was communicating with ****** in the background and stated that ****** had. added another $200 manager discount to keep the price down.  We were now down to 2 days before the move and ******* stated that I had two choices:  1) approve the extra money, or 2) cancel my move and lose my deposit.  I needed to get to ******* for my son and my lease was up on June 14th and I had no place to live in ******* after that.

  5.  The second price increase came with United Prime Relocation.  Even though they did not measure, weigh or count anything, they stated that I had 500 cubic feet to move and that I now owed an additional $1,764.50 or they would not move anything.  This is where I called ****** to solve this problem.  I was, of course, very upset and vehemently objected to another price gauge and asked when was this going to stop.  ****** stated she would take care of this by asking the Russian owner (who she was on a first name basis) to take $300 from Lincoln Logistics LLC to settle the matter.  $616.49 was never mentioned, and I never received any written documentation about this transaction.  I did receive a call from the Russian owner, who stated that "Lincoln Logistics had taken care of everything".  In addition, the movers showed me their paperwork which stated that of the total cost of $4,842.39, my cost was a total of $3077.89 and Lincoln Logistics' costs were a total of $1,764.50.  I never received a copy of that paperwork or the moving list of numbered household items.  

  6.  Again, I have emails, phone logs and texts to and from ******, *******, ******* and the Chinese laborer from United Prime Relocation.  So, yes, there are records of calls, texts, and emails on the dates stated.  And, if your texting has been down for months, I wonder how both ******* and ****** were able to text me, which I have copies of said texts.

  7.  Your fourth and fifth paragraphs are not only inaccurate, it is a joke and an example of how you run your business.

  8.  There is no balance owed to United Prime Relocation.  

  In addition to the $3077.89 ($2,014.89 paid to Lincoln Logistics and $1,063 paid to United Prime) I paid up front for the move, the $4,615 worth of total damage to my household items,  I have experienced a great deal of stress both mentally and physically and I am spending a great dal of my time to tell my story to the right authorities (which causes more trauma) to rectify this situation.

  Sincerely,
  
  K C Gauldine

  Customer response

  08/07/2024

  I cannot believe that you fell for Lincoln Logistics bogus offer.  They were not offering to cut me a check for a refund.   The $1,398.38 was never owed and never paid to United Prime Relocation.  They were actually offering to cancel the payment that was never due.

  If I had had a true offer, I would have considered it.  I will continue to file complaints with the Attorney General offices in every state they operate.

  I was hoping for better support from your organization.

   

  K C Gauldine

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract with Lincoln Logistics to broker my move from *********** to *************. I told them that I need my items to deliver BY 6/27-28 latest as I would be leaving the country, and that I would accommodate an earlier pickup to ensure items would arrive on time. We agreed initially on 6/20-6/21 (I spoke with *****************************, document "Lincoln Logistics Original", quoted at $1,887.28). Later I spoke with a representative, *******************************, who performed a final check on all the items that would be picked up and delivered. I listed every single item as outlined in the document called "Lincoln Logistics" and provided precise dimensions to better calculate an accurate cubic footage of storage. Based on this conversation and all of the items listed, she estimated it would be < 286 cubic feet and provided the quote in "Lincoln Logistics". I said that her document had the incorrect dates (6/21-6/22), and she said that she will note the difference on her end. She quoted me $1,907.29 ($20 more than first quote for some packing materials)The movers were late to arrive (6/23 afternoon), and after the ******* came up to the apartment, he claimed that the items would be "******* cubic feet", and instead quoted me an amount of ~$3700. I explained that even if he charged me for additional fees (elevator, long walk, packing material, etc.), this does not explained the difference in price. He refused to adjust back to the original quote of $1907.29, and we did not feel comfortable so I dismissed the movers.I called Lincoln Logistics on 6/24 to explain this situation, clarifying that there was no more time remaining for a different mover as I was leaving by 6/26, and that the original terms of the deal (pick up date, quoted price) were not honored and that I wanted a refund on my direct deposit. They said that they had done their job by pairing me with a mover and that they would not offer a refund.I have video evidence of the ******* admitting to the upcharge.

  Business response

  06/26/2024

  After reviewing the file, it looks like the cancellation was done on site, which would mean forfeiture of the deposit per the cancellation policy outlined in the terms and condidtions that you signed and agreed to during reserving. This reads "An estimate/order may not be canceled, and deposits are not refundable outside the 72-hour window, or after the mover has begun the physical moving services, including but not limited to; packing, loading, storage, transportation to and from the pick-up or delivery address, etc.". If the file is cancelled on site, no matter the reason, the deposit is forfeited.

   

  Regardless of this we would like to offer you a courtesy refund of $250 for the trouble. Please reach out to our customer service at ********** with any questions.

  Customer response

  06/29/2024

   
  Complaint: 21895777
  
  I am rejecting this response because:
  

  In reviewing the contract, please note this additional condition stating that the estimate value would not change granted no additional services, items, or cubic footage/weight was required. 
  This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not specifically listed on this estimate.
  

  While I acknowledge that adjustments can be made based on matters that can only be determined on-site, such as walking distance to move items from the apartment to the truck, it is absolutely unreasonable for the original quote to change from $1,907 to $3,798. 
  

  It should be noted that every item that was meant to be moved was itemized to ******* over the phone, and specific dimensions were provided. With this discussion, it was determined that all the items to be moved would fit within the 286 cubic feet of storage allotted, and that no adjustments would need to be made for the quote except for an additional $20 for packing materials. On the day of the move (6/23 despite the agreed dates of 6/20-6/21), the movers insisted that we required ******* cubic feet of storage and would not accept the original quote. They insisted that we pay a total of $3798 ($3598 after a $200 discount). They stated that if we did not pay half of the due amount upfront, they would not even begin to pack the items onto the truck.
  

  As further evidence that all the items were well within the 286 cubic feet that was agreed upon, please see the attached image of how all of the items were able to be fit with space left within a **** *************** which measures 5 ft x 7.5 ft x 8ft = 300 cubic feet. 

  
  This is clearly a breach in the initial agreement which I had signed. It is not reasonable to pay almost $1600 more than the agreed upon quote, especially given that the premise of it (******* cubic feet vs. 286 cubic feet) was factually inaccurate, as well as the fact that the moving service arrived later than the agreed upon dates. 

  
  The agreement reads:
  "An estimate/order *** not be canceled, and deposits are not refundable outside the 72-hour window, or after the mover has begun the physical moving services, including but not limited to; packing, loading, storage, transportation to and from the pick-up or delivery address, etc.".

  
  The estimate/order that I was canceling was the one the movers had provided on 6/23 which, in no way, reflected the original estimate/order. If, on the day when the movers had arrived, they had respected the original deal, then there would have been no cancellation and the original estimate/order would be intact. Even if a concession were offered later, this would already reflect a breach in the initial estimate/order, and would have been even later than the originally agreed upon pick-up/move-out date.

  
  It should also be noted that I attempted to contact Lincoln Logistics multiple times on multiple lines on 6/23, with the movers present, to try to resolve the issue as it was occurring, though no one answered the phone. The $250 courtesy refund that is being offered does not reflect an understanding that the agreement was not respected. I am expecting a refund of the full $734.00.
  Sincerely,

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

  Business response

  07/01/2024

  While we do understand that you are in disagreement with what the volume was of the load, regardless of the reasoning, cancelling on site deems the deposit nonrefundable. Once the carrier arrives on site our services have been rendered in full. Most of the funds have been dispersed based on the information provided. 

   

  Managment has reviewed this and agreed to offer a 50% refund of your deposit. Unfortunately, this is the maximum we are allowed to offer for this file. Please let us know how you would like to proceed.

  Customer response

  07/08/2024

   
  Complaint: 21895777
  
  I am rejecting this response because:
  

  A carrier simply arriving on site does not reflect a completion of services and is a gross misrepresentation of the agreement that had been made. The whole point of the contract is to provide stipulations behind what determines an appropriate rendering of services. This includes the time at which the services would be administered (agreed upon to be 6/20-6/21, actually attempted on 6/23), and an agreed upon quote of $1,907.29 (demanded $3,598 on site based on a proven false claim of the cubic footage of space required for the move). 

  To suggest that a carrier arriving on site is a completion of all services allows the broker to renounce any responsibility and ownership of the initial agreement. Simply put, it is not a logical or responsible business practice to place the onus on the client if the agreed upon quote is not respected. If this were the case, then the quote and contract hold no legitimacy if a mover can demand any amount they want when they arrive that in no way reflects the initial agreement.

  For example, in this situation, Lincoln Logistics had set me up with what I believe to be a 1 star-rated company on Yelp. I was unable to locate them on other platforms, but believe this to be the same company. After reading the other reviews (images provided), it is quite clear that this tactic of disregarding a quote has been employed by the company previously. For Lincoln Logistics to broker this arrangement demonstrates bad faith in their partnerships as well as a way to essentially set us up for failure.

  Lastly, I will reiterate my expectation for a full refund. I do not believe that your allowance of a 50% refund reflects the understanding that you have not provided a responsible and complete brokerage service.
  

  Sincerely,
  

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

*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. ↩