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:03/17/2023

  Type:Service or Repair 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.

  I paid this company $1300 as a deposit for my move. Bought my first home by myself in another state. Not realizing at first they are a broker not a moving company. They promise to use grade a accredited movers. If you try to look up the movers they use, it is only a transit company. They will not tell you until the move they will load your things, move them onto another truck or storage without you present. When they supposedly have a driver they will come and move it all again onto a truck without you present. This did not happen because the day of my move their truck eas broke down. They rescheduled and it was still broke down. They make sure the deposit is a wire transfer so if or when literally anything goes wrong you can not get a refund. You literally only have a few days to cancel according to their contract. If you look ip this grade a moving company *************** services llc they've been in business for only 1 year and there is absolutely no way to review them. It says nothing about a.moving company. These people are scam artists. They took advantage of me during an already difficult move. I had to rent and drive a truck myself last minute and drive 17 hrs by myself. After they refused to give me the $1300 back. Even though their movers had a broke truck twice. And supposedly no other movers or trucks. They should be shut down. Do.not trust these people with your money or belongings.

• Initial Complaint

  Date:02/28/2023

  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.

  I Signed a contract with Guardian van lines to broker a moving company to transport our belongings from ****** to ******* with the option "deposit is fully refundable until move date is set." I have tried calling multiple times and to cancel the move. I also sent an email to cancel the job and to request a refund of the deposit. I have not received a response to my email and have never been able to talk with anyone by phone. When I call there is a recording instructing you to write an email of what you need and they will get back with you on the next business day. I cannot get a hold of anyone at the number that is listed on their website. I found another website that has the same address as guardian van lines with a different phone number and when I called that number they said they were a different company and when I asked why they have the same address they hung up on me. I would like my refund of $788 that was given in good faith that I could cancel before the date as described above. I also want to ensure they do not try to charge for additional amounts for the move. I have all supporting documents and this should not be allowed to happen to me nor any one else. The job number was ********, the date of the transaction was Oct 24, 2022. The cancellation request was February 13, 2023 and the contract stayed I could cancel up until the move date is set for a refund of my deposit.

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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.

  Dear Better Business Bureau My husband is a disabled veteran, and we thought it would benefit him to move to ******* from ******. So on May 26, 2022, we hired a Van Lines company to move us. A very nice agent named *************************** wrote our contract and told me the movers should have the furniture delivered in about a week, but they arrived 40 days later. We only had two bedroom sets, a Dining set, and 13 boxes. The original charge was $3.035.00, which changed to $5.896.40. Unfortunately, when the movers arrived in ******* to deliver the furniture to our new home, they busted a wall in our house, my bedroom set got destroyed with fussy stuff from the wrapping blankets, my dining table was damaged with dents and scratches, and some items were missing.The delivery people took pictures, wrote a report, and told me to file for property loss and damage. I have sent pictures of the items and submitted everything this company had requested several times. They will repeatedly ask for the same thing, and I have sent everything. It has been almost ten months, and I can't get in touch with anyone anymore. So I'm asking for help to solve this matter.I have attached the job number with the original customer representative and the claim department email since they don't have a phone number.I really appreciate any help.Sincerely,Asny and ******************************************Binding Moving EstimateJob No: G2984332 GUARDIAN VAN LINES *************************************************************************************** DOT: ******* MC: ******* *********************************************************** Email:*********************************************** Web:************************************************** *********************,Thanks for contacting Moving Claims!We received your information and will get in touch with you shortly.Always at Your Service!HelpDesk | Moving Claims Email: ************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair 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.

  I called this company to move my belongings from ******** to ******* end of Sept beginning of Oct 2022. First phone call went well. I gave them my payment, and they took at $2,0016.00 on 9/20/2022. This is half of what I owe towards the move, which in total would be $4,6958. They were due to come to my home a couple weeks later to pick up belongings on 9/26 and even called a couple days before to confirm all my belongs will fit on the truck and the time they will be getting to my home. The day of the 28th comes and the movers show up 4 hours late (fully expected that not a big deal), when the man gets into my home he begins to count everything and take in what needs to be put on the truck. everything that I have was documented correctly on the initial forms, he turns to me and states that he cannot fit all of this on the truck, and I will have to pay an additional ***** + for them to take any of the belongings. So, they cant take everything that day, and I also have to pay more to have the rest picked up. None of it made sense. I tried to call the company and talk to them, and they would not answer the phone. The man asked me if I was refusing the pick up, and I told him no I was not that I want the correct fee charged an all my belongings on the same pick up. They left. I finally got a hold of the moving company, and they stated since I refused service of pick up that they will be keeping my deposit. After further digging I have seen many other customers going through the exact same situation down to the amounts online. This does not seem to be the first time they have down this to someone. I did not feel safe with them ever taking me belongings because who really knew if I would ever see my things again.I read the contract and I do understand that if I was to refuse service of pick up that they will keep the deposit, but this additional cost right at the time of pick up was unreasonable and unethical. Under these terms I would like a full refund.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair 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.

  I Signed a contract with Guardian van lines to broker a move with a moving company to transport my daughters belongings from ******** to ******** with an option for a full refund if cancelled before October 20, 2022. I have the contract stating twice in it that I can cancel For a full refund before that date. I called and cancelled the move on October 17th and have the cancellation request along with the email from the agent stating I cancelled. I was told I would receive an email with a tracking number to track my refund and it would be deposited in my account in thirty days. After thirty days I called and they said they had more time to Legally give me my deposit back. Now when I call there is a recording instructing you to write an email of what you need and they will get back with you on the next business day. I have left them at least four emails requesting the status of my refund with no reply. You cant get a hold of anyone at the number that is listed on their website. I found another website that has the same address as guardian van lines with a different phone number and when I called that number they said they were a different company and when I asked why they have the same address they hung up on me. I would like my refund of ******* that was given in good faith that I could cancel before the date as described above. I have all supporting documents and this should not be allowed to happen to me nor any one else. The job number was G2999813, the date of the transaction was Sept 29, 2022. The cancellation request was October 17, 2022 and the contract stayed I could cancel before October 20, 2022 for a full refund.

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair 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.

  My personal belongings were picked up by ***************** (A subcontractor for guardian van lines) on November 12th 2022 and as of 1/7/2023 (56 days later) my personal belongings have still not arrived. I have yet to receive any concrete information from my point of contact at ***************** as to when I can expect my delivery to be completed. I have made multiple attempts to reach the customer service team at ********************** via voicemail and e-mail for assistance but as of 1/7/2023 I have not heard back. Guardian states in their contract GUARDIAN VAN LINES WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. In light of the fact that guardian Van lines has not returned any my phone calls or emails they are in clear violation of their contract since they have not made a good faith effort to act on the behalf of their customer (myself) in resolving the delay issue. Every time I call the customer service team and the sales rep who issued the contract my call goes immediately to voicemail. I have reason to believe that the company intentionally blocked my number and they are intentionally ignoring my emails in order to avoid upholding their end of the contract. I demand an immediate response from the customer service team at ********************** and I expect them to reach out to their subcontractor to inquire about the delivery timeline of my items.

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair 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.

  This started as an internet inquiry (on September 21/2022) for a ************** (They are a Broker)to move us from ******* to ********. Guardian called me (****) to see if I was willing to go thru the inventory of our home. I spend over an hour with him measuring furnishings. We lived in a 3 bedroom **** sq ft home. After I was done with ****************** called to tell what the estimate would be. He stated that it would be over $13000. I said that I wanted to get some more estimates. He then lowered the price to $13000. I needed to provide a down payment thru Venmo for $4182 to hold the quote. So, unfortunately, I did, and this is how this nightmare started. They included an inventory list on the contract, which I didnt realize was way short. They low balled me to secure my money.On October 20, 2022, I left a voicemail for **** to advise our move out date. I told them that we need to be out of the house no later than November 18th. I hadnt heard anything back from them, so I called again to make sure we are on the same page. I received a call from *************** on November 10, 2022 regarding the move. He stated that they would be using a 26 ft box truck. I told him that there is no way they can fit our stuff in that truck. He asked me to count the boxes that we had packed and review the inventory list. After that call he called back and then the price went from $13000 to $18997. This is their lowball scam. I asked if I could get my money back and the answer was NO. I had to give them and additional $2583.80 deposit. They revised the estimate and stated that the move out of AZ was scheduled between 11/16 and 11/18. The following day, I emailed **** to ask who was the moving company. He responded that it was Princz Moving LLC. This the beginning of Chapter 2 of this nightmare.

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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.

  In late September I spoke to a salesperson called ********************* (found out about Guardian Van Lines through online search). This is the first time Ive had to move myself cross country (was moving from Washington to ********) and was going through a very traumatic time in my personal life. This salesperson took advantage of my vulnerability and falsely misrepresented Guardian Van Lines as a moving service (though they are broker didnt even know the difference until Ive been through this painful process), lowballed me only to be charged almost $1,500 more by the carrier service they outsourced. I vividly remember this **** person telling me unlike others they are not a broker but a moving service. The sad part is that with pressure from **** to close the deal, didn't read the fine print on the receipt sent after the fact which said they weren't a carrier. He told me because I didnt have a lot of stuff, if I committed to them and paid the $1029 deposit on a check dated 9/21 (was later made to pay an extra $231 on October 21 because the bar stools I mentioned had *********** bed had drawers even though seller never asked for specifics). After they got my money, **** never responded to email inquiries or phone calls, the person supposed to call for my inventory check was late I had to call to ask why I hadnt received a call. As I type this message on 12/3, I still have no idea where my items are they outsourced to a carrier called Princz Moving which is affiliated with Atlantis Van *********************** My items were picked up on October 25th but ** still living out of my suitcase for the past 5 weeks and sleeping on an airbed that has caused me back problems and had to spend extra money that I can't even afford to get a chair, desk, and a few items just to get by. I wish I had done more research about this company before booking, it needs to be put out of business, they have caused too many people misery and undue stress!! I just want my stuff and to get on with my life.

• Initial Complaint

  Date:10/14/2022

  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 was contacted by guardian van lines months ago reguarding a move i had coming up in the future. I spoke on the phone with a salesman and we agreed i had a 10x10x8 syorage unit that was 70% full. He was going to pad that number a bit to be safe. We agreed on a price. I also sent him several pictures of the contents, which later conviently disappeared. I spoke with a QC supervisor a week or so ago and he determined the original inventory was incorrect. I told him nothing was different except i removed a few items and replaced with like items. He told me the original quote was for approx 40% capacity, i believe. His calculations after 4 hrs of phone calls and 60 pics put the estimate of $1200 more than the original cost. Almost a 30% increase. I was assured after all the pics and an itemized list with measurements of the contents the price was quaranteed. The mover arrived today and told me there was an additional $1300 in costs. I told them to empty the truck and retirn the contents to storage. They came down to an increase of approx $430. I agreed because i was kind of in a corner. What else could i do but cancel and be out $1750 deposit or keep incurring additional costs and continue on with the move. I could never get to talk to a supervisor at guardian or talk to the same person twice. All they could say is you have more stuff than before. I have emails and texts to back this up. They continued to talk over me on the phone and would not listen to me. The movers from today were hired by guardian. They did work with me but guardian was horrible !!!! They misreprested everything they said to me.

  Business Response

  Date: 10/27/2022

  We appreciate the customers feedback as we are always looking for ways to improve our services. Based on the notes in our system when you provided the dimensions and capacity to the ** representative, they were quick to point out the space reservation was not sufficient for that amount of volume. Based on the significant increase in volume we attempted to locate images attached to the file or space reservation for the figures that you provided to original representative. We were unsuccessful in those attempts and found you only had provided an itemized inventory. The amount of time dedicated to your file was to continue the move without any further surprises at the time of pickup based on your experience up to that point. Upon receipt of the images ** revised your order to an occupancy of more than 76% of capacity of the unit and advised of packing necessary to avoid any additional accessory charges at time of pickup. We included a partial pack credit to offset the increase in cost as much as possible and discounted over $500.00. Were happy the shipping agent revised their total cost and worked with you to continue the move as scheduled. The desired settlement of a billing adjustment was applied at the time of the quality assurance call when the order increased by almost 40% in addition to the discounted packing. Thank you for your time and attention to this matter.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18224822
  
  I am rejecting this response because:
  I am attaching screenshots of the text message stating they found the original photos i sent that they deny finding. The ** rep ensured me after i sent him 60 pictures and an itemized list of all contents that there would be no further charges. I have proof of the list and pics i sent the ** Supervisor.
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/01/2022

  Thank you for your response. The attached images are from another sales representative and that screenshot does not say anything about any guarantee. We have included message history with the **************************** outlining exactly what we needed to prevent any surprise the day of the move. Please note the time stamps in this attachment compared to yours. We did receive messages via text and email the following day Oct 7th with images of the unit. These adjustments were provided and agreed upon with the revised estimate. This all occurred after the discussion that was attached to this response. After review of the facts surrounding your order, we stand by our original response. If you would like to connect with customer care, please contact our toll-free number and well be happy to further assist you. Thank you for your time and attention to this matter.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18224822
  
  I am rejecting this response because: im not sure how their attachment is relevant to anything talked about. I have all of my text messages and emails i would like to forward if you can direct me how to do so. I have the emails with 60 pictures sent to QA prior to signing the contract the day prior to pickup. I also have a detailed inventory with all items with measurements. The QA agent also said he sent all of the pics and inventory to the actual moving company and they both agreed on the total space, prior to signing the final contract. I was told the conversations were recorded. I tried to contact customer service and supervisors and was denied on several occasions. I was also denied contact with the salesman after our original conversation. I was also denied contact with QA after the contract was signed. When i did get customer service all they did was talk over me and wouldnt listen to what i had to say. I wish i had taped their conversations so i could show you all of the smoke they are blowing. In the original conversation with the sales man we agreed to 70 to 80% capacity of the storage unit. Not sure how they twisted that around. I was also told that 80% of odd shaped packages is different than 80% water capacity. That like saying a pound of lead is heavier than a pound of feathers. 80% is 80% no matter what. I would like to forward all texts and emails. Please ask Guardian for our recorded conversations. I spent at least 4 hrs on the phone with qa to prevent any suprises.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/29/2022

  If you need more please let me know.

• Initial Complaint

  Date:09/04/2022

  Type:Customer Service 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 used this company to set up my cross country move. The company they contracted to do my move will not answer any calls or give me any information regarding when my items will be delivered. Its been 2months and I dont know where my personal belongings are. I reached out to ******************************* and let them know the problem. They supposedly only have one person that answers the phone they stated I couldnt be transferred to a supervisor and the 2times they tried to contact the moving company they claimed they get no answer. This has been a horrible experience for me Im living out of my suitcase for the last two months because they wont make any real effort to assist me. I paid a deposit of **** to this broker company ************************************************************************* when my items will be delivered.

  Business Response

  Date: 09/20/2022

  We appreciate customers feedback, as a company, we are always looking for ways to improve our services. On September 14, 2022, we advised the customer their items were currently in transit and would arrive within ***** business days, without any unforeseen delays. As a properly licensed interstate moving broker, Guardian has maintained consistent communication with the customer throughout the process. Thank you for your time and attention to this matter.