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:04/03/2025

  Type:Service or Repair 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.

  My family and I contracted *** on March 5th, 2025 for an interstate move from ** to **. At no point during the discussions with our estimator, ****, did they represent themselves as a broker. Even the fine print of the -binding estimate- they insist they are not a broker. Both sides agreed to a -binding estimate- and bill of lading. Our -binding estimate- was for $9,068.42 and required an upfront deposit of $2,716.00. It included a $932.50 charge for a shuttle which we insisted was not necessary and was never used. As the payor of this job, I asked to be included in all communications; I was not.On March 26th, 2025, a different company, *************************************, arrived at our home and insisted on a new estimate of over $12,000 and demanded another upfront "deposit" of $2,678.58. They camped out in front of our home, blocking traffic, and idling their engine for 8 hours before they began loading. Throughout all this, CVL was of no help, and essentially said it was out of their hands.After our belongings were in transit, we were hit with yet another invoice, this time for $14,446.14. They claimed a weight of nearly double the initial estimate, but provided no weight tickets and didn't provide us the opportunity to weigh the truck as they carried multiple loads.On delivery, they would not accept my Mastercard because they foolishly tried over 12 times to charge it and insisted the problem was with my issuer; it was verifiably not. *** threatened my family to pay or they'll store our stuff on our dime. I had to take time out of work to get a cashier's check. Finally, I was charged $150 for "making them wait." They lied to my parents about that when they were looking for a tip.I am demanding a refund of my initial $2716.00 "deposit" as CVL did absolutely none of the work they laid out in the -binding estimate- that we agreed to. They lied to myself and my family every step of the way. They threatened my family repeatedly if we didn't continue to pay.

  Business Response

  Date: 04/11/2025

  We are writing to confirm the receipt of the complaint filed by ***** ******* against our company, **************************** (CVL).
  
  Mr. ****** ******* contracted our company to perform the relocation of his household goods from Assonet MA to Sahuarita AZ.
  
  We are regretful that Mr. ******* did not have a pleasant moving experience. Management has been in communication with Mrs. ******* to apologize for the inconveniences she and her family experienced and to advise we would waive the outstanding balance of $1,500.14 to bring all matters to a resolve. The Pinaults' accepted this resolution.
  
  We thank you for your attention to this matter and we invite Mr. ******* to contact our office directly with any questions or concerns at his earliest convenience.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/11/2025

  Type:Sales and Advertising 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 am filing a formal complaint against Colonial Van Lines regarding a frustrating moving experience that began on February 27, 2025, when I booked the company for a cross-country move. This is a summary and is not exhaustive.The Moving Coordinator I initially spoke with made several assurances that did not align with the eventual experience, including the claim that an 18-******* truck would be used for the move and that a "shuttle" truck would be available if the 18-******* could not access my narrow alleyway. He also assured me that I would not incur additional costs beyond the $5337.74 quoted in my contract. On March 6, 2025, I emailed the Quality Advisor and the Moving Coordinator about my concerns with the 18-******* fitting into my alleyway and asked for confirmation of whether it could. Despite follow-up emails and voicemails on March 7, I received no response, causing me significant anxiety. I sent an email to them to cancel the move due to this lack of clarity.On March 10, 2025, after numerous calls and emails, I finally spoke to the Quality Advisor to confirm logistics and he shared that shuttle or long-carry fees would apply and be added. I was advised to confirm with my neighborhood management whether the 18-******* could fit. After confirming the 18-******* couldnt access the neighborhood, I hired another company at a higher cost due to the lack of clarity from the company.On March 11, 2025, I spoke with the Moving Coordinators supervisor, ********. The conversation became heated with ******** interrupting and being dismissive. Despite claims that a smaller truck was now available at no extra charge, I canceled the service. She became argumentative, bordering on rude. She stated that the refund would take longer due to my bank dispute. I found her conduct shocking and unprofessional. I am seeking a refund of my deposit due to a lack of professionalism and poor customer service. I believe ********************** has bad business practices.

  Business Response

  Date: 03/12/2025

  We are writing to confirm receipt of the complaint filed by ******* ****** against our company, **************************** (CVL). 
  
  Ms. ****** contracted our company to perform the relocation of her household goods from **********, ** to *********** LA.
  
  We are regretful that Ms. ****** did not have a pleasant experience. Ms. ****** requested to cancel the move order on March *******. Our office canceled the move and have processed the refund of the deposit of $1,798.50. Depending on her financial institution, the funds should post within 7-10 business days.

  Thank you for your attention to this matter.
  
  Sincerely, 
  Colonial Van Lines, Inc.

  
  

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/01/2025

  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 am writing to formally file a complaint against Colonial Van Lines regarding a failure to complete an interstate moving service as contracted. Please review the following email chain regarding our communication with the company.Colonial Van Lines entered into a contract with my son, *********** ****, and myself for the transportation of Christophers belongings from ******, ****, to ********, ********. The items were picked up on Friday, February 28th, and transported by a broker to ********. However, despite our repeated attempts, we have been unable to get Colonial Van Lines to route their broker to ******** to complete the delivery and fulfill the terms of our agreement.The invoice for the moving services totals $2,670.28, with a deposit of $1,590.84 already charged to a credit card. The lack of response and failure to deliver the items as promised is causing significant inconvenience and distress.I kindly ask that your office look into this matter and assist in holding Colonial Van Lines accountable for their unfulfilled obligations.Please feel free to contact either myself, ****** ****, at ************** or my son, ***** ****, at ************** to discuss this issue further.Thank you for your attention to this matter. We look forward to your prompt response.Sincerely,****** ****

  Business Response

  Date: 03/04/2025

  March 4, 2025
  Job #: 1582212-CV
  
  We are writing to confirm receipt of the complaint filed by ****** **** against our company, Colonial Van Lines, Inc.(CVL).
  
  Mr. **** contracted our company to perform the relocation of his sons household goods from ******, ** to ********, ***
  
  We are regretful that Mr. **** did not have a pleasant moving experience. Management has been in communication with him to apologize for the one-day delayed delivery. Mr. **** was advised the one-day delay was due to the unavoidable 36-hour driver re-set mandated by the ****************************. For the inconvenience, $100.00 was deducted from his balance due as opposed to the standard $30.00 per day for each day delayed. In addition, as a gesture of good faith, he was offered an extra $200.00 refund.
  
  We thank you for your attention to this matter and we invite Mr. **** to contact our office directly with any questions or concerns at his earliest convenience.Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 03/05/2025

  Yesterday, I asked for this complaint to be withdrawn as I filed this complaint too early in the process.  I am happy with Colonial Van Lines and the delivery of my items timely.

  Complaint #********
  ****** Funk <***************************>
  Tue, Mar 4, 1:39?PM (21 hours ago)
  to *****************************************************************, ********************************************************************
  I hope this message finds you well. I am writing to formally request the closure and withdrawal of the complaint I filed against Colonial Van Lines in *************, *******, regarding my son's move. I am pleased to inform you that his items were successfully delivered today, March 4th. At the time I filed the complaint, I was unaware of the full details regarding the moving laws that govern interstate transportation. Upon reflection, I now understand that I prematurely initiated the complaint before allowing the move to be completed.
  Please confirm the complaint is closed  Sincerely, ****** ****

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:

  Complaint #********
  
  I hope this message finds you well. I am writing to formally request the closure and withdrawal of the complaint I filed against Colonial Van Lines in *************, *******, regarding my son's move.  I am pleased to inform you that his items were successfully delivered today, March 4th. At the time I filed the complaint, I was unaware of the full details regarding the moving laws that govern interstate transportation. Upon reflection, I now understand that I prematurely initiated the complaint before allowing the move to be completed.  Please confirm the complaint is closed
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/14/2025

  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.

  BINDING ESTIMATE of ****** lbs for $10,084.14 on 11/2/24 for a FULL SERVICE move from ** to **. paid deposit $3,363.08. The packing crew arrived in their semi truck on 12/9/24 and began packing AND loading their truck with my stuff on 12/9. The lead (also truck driver) stated my packing materials were underestimated by the company. So my BINDING ESTIMATE for ****** lbs and $10,084.14 was recalculated on 12/9 to $12,249.19 bc they needed more packing materials than they had. NOTE: I was unaware the semi truck would arrive on day#1 (12/9) AND then load my packed HH goods on the truck and drive away on day#1. **** stated crew would pack on 12/9 (day#1) and finish packing & load truck on 12/10 (day#2). On 12/10 crew returned in their semi truck with my boxed HH items in their trailer & additional packing materials I was being charged for (BINDING ESTIMATE signed 12/9). On 12/10 the Lead (also driver) said my HH goods weight was being recalculated higher (now ****** pounds) & had me sign a recalculated BINDING ESTIMATE for $15,328.19 on 12/10. He told me he would let me know what his truck weight was after leaving BUT I advised him I was fully aware my BINDING ESTIMATE was for ****** lbs and that was FINAL per a BINDING ESTIMATE. I then received several phone calls and emails informing me that the truck weight on 12/10 was ****** lbs so the company tells me I owe an additional $2,295.60 for the weight despite the fact I have a signed BINDING ESTIMATE. I have repeatedly told them including the Lead packer/truck driver at delivery I do not owe anything else above the BINDING ESTIMATE of $15,328.19 which I paid to them in full. I also notated this on the Interstate Bill of Lading at delivery. In addition I made a complaint with the *****. Beginning on 12/30/24,Colonial Van Lines is trying to get me to sign a NDA to settle my account in full for $2,206.60, which is an amount of money attempting to be collected that never even existed in the first place.

  Business Response

  Date: 01/17/2025

  December 23, 2024
  
  Complaint ID #*********
  Job #*******-CV
  
  We are writing to confirm receipt of the complaint filed by ******** ****** against our company, Colonial Van Lines****** (CVL). 
  
  Ms. ****** contracted our company to perform the relocation of her household goods from ********, ** to **********************, ***
  
  We are regretful that Ms. ****** did not have a pleasant moving experience. Management has been in contact with her to apologize for any inconvenience experienced and to discuss the relocation. 
  She was advised that upon pick up, the movers found additional items to be picked up that were not included in her original inventory when she booked this move, thus increasing the cost. However, as a gesture of good faith, she was informed that the billable amount of $2206.60 owed to the agent assigned to her move, will be waived. She has been emailed the necessary refund documents, and once signed and returned, her refund will be completed. Please allow up to 30 days for refund processing.  
  
  We thank you for your attention to this matter and we invite Ms. ****** to contact our office directly with any questions or concerns at her earliest convenience. Thank you.
  
  Sincerely, 
  Colonial Van Lines, Inc.
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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.

  Colonial Van Lines picked up my household furniture on 1/5/2025 to be delivered to ******* Ky. The driver said he had 1 stop to make in ******* and would arrive in ******* on Tuesday,1/7/2025. Today is Monday 1/13/2025 and the furniture still has not been delivered and they will not provide me with a delivery date

  Business Response

  Date: 01/17/2025

  January 17, 2025
  Job 1547640-CV
  
  We are writing to confirm receipt of the complaint filed by ****** ***** against our company, Colonial Van Lines, **** (CVL).
  
  Mr. ***** contracted our company to perform the relocation of his household goods from ***********, ** to *******, ***
  
  We are regretful that Mr. ***** did not have a pleasant moving experience. Management has been in communication with him to apologize for the delay inconvenience. While we aim to honor the dates provided, the dates are estimates due to any unforeseen circumstances that may occur. Unfortunately, delivery could not be completed within his delivery window due to the winter storms.
  
  Mr. ***** was delivered 1/16/2025 and was compensated $50.00 per day for each day delayed as opposed to the standard $30.00 per day. The $150.00 compensation was deducted from his balance due upon delivery. In addition, Mr. ***** was advised he has been emailed a claim form for any damaged and/or missing items. Once received, his claim will be filed according to the terms of his contract. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair 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 was told Colonial would be moving my mother directly, not a contractor or third party. That was a lie. 2 men showed up in a Penske truck, 6 hours late, the police came twice and I had to ask they finish the next morning. When they arrived yesterday, **************** lead refused to unload the truck until I paid the FULL balance due and tried numerous times to threaten me that I would pay for him waiting 1:30 hours to unload the truck, when there is a 2 hour grace ******* He told me, pay the full amount now and I will give you a $200 discount. I need the money, Im heading to ******* next, and its the holidays. This is akin to extortion. Holding customers hostage, is not a good way of doing business. Several of my mothers items arrived damaged and broken. I am being charged for a truck swap, that was out of my control. The crew left garbage and boxes strewn across the lawn. No clean up. I was nickeled and dimed, at every turn. The lies, quotes, false promises that were sold to myself and my elderly mother only added to the stress of this move, when you and your company were supposed to make this a seamless experience. A 4K move quickly turned into a 7K move. All based on insane calculations, with no proof, no actual weight of truck/items, and placing cost cutting above customer. *********************** deceptive practice of contracting out their work to an inept, third party company, after promising Colonial would be the only company I would be dealing with, is a direct breach of contract and ************* respect for our time, our money, our requests, our property, or our business. Their *************** offered me $150 for poor communication. Completely unacceptable and unprofessional.

  Business Response

  Date: 01/17/2025

  January 16, 2025
  Job 1523072-CV
  
  We are writing to confirm receipt of the complaint filed by ***** ******** against our company, Colonial Van Lines, Inc.(CVL).
  
  Mr. ******** contracted our company to perform the relocation of his household goods from ***********, ** to ********, ***
  
  We are regretful that Mr. ******** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience he experienced and to discuss an amicable compensation to resolve his concerns. He has accepted a settlement in the amount of $1,000.00 to be paid via $750.00 from the agent assigned to his relocation and $250.00 from CVL.   
  
  Please allow up to 30 days for processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/06/2025

  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 am extremely dissatisfied with the entire process and with myself for choosing Colonial. I told our account mngr (*******) that we were moving a 3 bedroom house but selling most of the furniture, so we would be moving only a few pieces. ******* then told me that we would be at the lowest pricing weight tier of ***** lbs. He charged around $3,500. I was good with that. However, when we finally were packing our home, we had WAY more boxes that ********* estimate of 39 boxes. We had around 120 boxes. Our price then DOUBLED to almost $7k, which, if I knew that was going to happen, I would have gone with a different company. I felt deceived/sold an unrealistic price to begin with. I was also charged almost $1.50 per pound. When I checked with other companies, this was a very high per pound rate, and they were much lower than this rate. I called and spoke with ***** who said he would work with me on price. Then, when the actual movers came, they tagged every little thing and raised the price AGAIN to over $8,000. I cannot afford this price! I had told this to ***** when I spoke with him. He assured me that if I would call him after the movers loaded everything that he would help me. However, after leaving him several messages, he never returned my calls. I am furious with the price and the customer service I have received. I will be exploring how I can help this be known to other potential customers so they can avoid ********************** like the plague.

  Business Response

  Date: 01/12/2025

  Mr. ***** was advised that upon pick up, the movers found additional items to be picked up that were not included in his original inventory when he booked this move, thus increasing the cost. However, as a gesture of good faith, the billable amount of $1013.80 owed to the agent assigned to his move will be waived.
  
  We thank you for your attention to this matter and we invite Mr. ***** to contact our office directly with any questions or concerns at his earliest convenience. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22773306
  
  I am rejecting this response because:

  it does not address some of the points in the complaint. Further, the rate went from about $3500 to over $8000. While we appreciate the $1000+ credit, it is not enough.

  Sincerely,
  
  **** *****

  Business Response

  Date: 02/01/2025

  Please see the following:

  *Original order for 2292lbs to transport 48 items/boxes a total cost of move $3676.39; the price per pound was $1.60
  *Revised 4655lbs to transport 127 items/boxes a total cost of move $6,890.75; the price per pound was $1.48
  *Actual weight *****lbs transported 156 items/boxes a total cost of move $8,035.05; the price per pound was $1.48
  *Each time Mr. ***** revised/added additional items/boxes accounted for the increase in weight and cost of move.
  

  The price per pound is based on CVLs tariff and Mr. ***** signed documents PRIOR to the day of the move, while in the reservation phase, agreeing to these terms. On the day of the move, he again acknowledged and agreed to the increased cost of the move PRIOR to the shipment being loaded onto the truck. 
  
  No additional compensation is warranted nor will be issued as the charges are valid because he transported more items that were originally contracted. Thank you. 

  Sincerely,

  Colonial Van Lines, Inc.

• Initial Complaint

  Date:12/16/2024

  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.

  There have been several issues starting the day of the move (pickup) where the promised/contracted services were not delivered and Colonial simply wanted to up-sell. A few examples:1. The driver didn't bring the appropriate boxes and packing material for pictures/mirrors and computer desk and wanting to charge extra for it even though it was clearly mentioned in the inventory list 2. Charging extra for packing of certain items (sofa) which is already included in the original quote (I paid for full packing of everything). The driver refused to take three small pictures 3. The driver not providing me copies of the Bill of Lading/Inventory and promising to send withing 24 hrs which never happened 4. **************** and ****************** arguing about what was promised to me and asking me to pay the driver extra or the move will not happen. They mentioned that they have to listen to the audio recordings between me and the salesperson to determine the dispute 5. Inventory pages missing, not provided to me, and some of the items were missing from the inventory list 6. I had several items damaged and one dining chair missing I filed an insurance claim for the damaged/missing items and provided all the documentation to support the claim. We have agreed recently on an amount. Now, in order to pay this claim, they want me to sign a document with extraneous language about releasing them from all claims and that I have addressed all of the issues that I experienced and received a satisfactory resolution.This is a settlement for a claim related to damages only but they are trying to add language about 'settling all other issues' to this claim. This language is not relevant to this claim and I don't intend to sign these unrelated statements. I have no obligation (contractual or otherwise) to sign this document. I informed them that I will not be signing this document but they are insisting that it is required per their policies. I need your help in resolving this issue.

  Business Response

  Date: 12/24/2024

  December 24, 2024
  Job #*******-CV
  
  We are writing to confirm receipt of the complaint filed by ***** **** against our company, Colonial Van Lines, **** (CVL). 
  
  Mr. **** contracted our company to perform the relocation of his household goods from ********, ** to **********, ***  
  
  Management has been in communication with him to apologize for any inconvenience experienced and to thoroughly discuss his account. After call logs were reviewed in-house, Mr. **** was advised:
  
  Upon checking his packing list, the mirror cartons that were erroneously not included will be refunded for $124.00
  The weight of the haul was verified and correct
  He was not charged for sofa packing
  His claim for damages totaled $628.00
  
  As a gesture of good faith, we are increasing his refund to $1,000.00. The necessary refund documents have been emailed to him for review and once signed and returned, the refund will be processed accordingly. Please allow up to 30 days. Thank you.
  
  Sincerely, 
  Colonial Van Lines, **** 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22692601
  
  I am rejecting this response because as I stated in my complaint, I am neither obligated nor required to sign any accompanying documents or blanket statements that Colonial has sent me, this is outright bullying and an illegal practice. The amount of damage claim is not in question and they should simply send me a check for the claim for damages.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/04/2025

  The Full and Final Settlement Agreement is a company formality describing an agreed upon refund between parties. As per company policy, a settlement document must be signed prior to funds being released. It simply acknowledges that all grievances and outstanding matters have been addressed and resolved. In this case, it simply states that we came to an agreed upon refund amount of $1,00.00 to settle all claims/grievances with CVL.
  
  Even though Mr. **** has declined, the offer of $1,00.00 does not expire and will be sent to him as soon as we receive the necessary documentation he was emailed. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22692601
  
  I am rejecting this response because as I have stated numerous times before, I am not obligated to and will not sign any documents except simply acknowledging that the insurance claim has been settled.
  

  I am asking BBB to look into these predatory and unfair business practices.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair 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.

  We hired Colonial Van Lines to help us move from ** to **. They picked up our stuff on 11/30 and have yet to deliver it. We were unaware that they used a third-party company to move, and we spent more money to go with them than another company trying to avoid the disaster that this situation has become. They tell us the driver is en route and will call 24 hours before delivering and nothing daily. No call, no news, just them saying our stuff is on the way. Today, the third-party company they used tried to get us to pay what we still owe before delivering our stuff. We called Colonial immediately; the same old thing happened: a driver is on the way, and they will contact you before delivering. At this point, it all feels like a scam with no end in sight. We have started a complaint with the ***** (I'm not sure that will do anything) and seek legal advice. I am an avid researcher and am baffled at how I missed all the negative reviews before hiring them. Please, please, please pay more for a company that does not use a third party.

  Business Response

  Date: 12/19/2024

  We are writing to confirm receipt of the complaint filed by ***** ******* against our company, **************************** (CVL).
  
  Ms. ******* contracted our company to perform the relocation of her household goods from ****, AZ to ******, ***
  
  We are regretful that Ms. ******* did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience. While we aim to honor the dates provided, the dates are estimates due to any unforeseen circumstances that may occur. Unfortunately, delivery could not be completed within the window, and she was compensated $75.00 per day for each day delayed as opposed to the standard $30.00 per day. The compensation was deducted from the balance due upon delivery. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:

  
  In reference to complaint ID ********, we have received our belongings and for that we are grateful. I would like to note, while I no longer feel this situation needs to be remedied, if there was any extra compensation, or any at all per every day our stuff was late we would have no idea. We were asked for payment before the driver ever arrived, my husband went ahead and paid when we were told movers were within 15 minutes of our house. But our bill came from ****, the third party. When the driver arrived he didn't even know we had already made a payment, then when I went to show him the receipt he said we had over paid from the numbers he was given. At that point I wasn't going to try and contact Posh for a reimbursement because one, we never could get in touch with them when trying to reach out and two, when the driver arrived we learned Posh didn't have our stuff anyways, it had been brokered out to another third party. What I learned here is we actually had a fine experience with Posh who packed, with the driver (who wasn't with Colonial), and the movers (who also weren't with Colonial, but hired locally). It is only Colonial who seemed to not have their stuff together. If you would have just been honest from the beginning about your inability to stick to that date and give customers a more realistic one since you can't control it because you hire everything out you would have saved our family from an emotional roller coaster. We truly felt we were part of a scam and all of our belongings were lost because no-one at colonial could give us any definitive information. I'm so glad this experience is over.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/04/2024

  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 was given a estimate of $2500. Also it was told to me that the colonial will send their truck. But they outsourced the job to another company which I didnt signed up for. Then on the pickup date they delayed my pickup for 4 days which costed me non refundable deposits made for my travel. The most hilarious thing of all was the person who came to pickup my items told me that now i have to pay $5800 for my move by adding all sorts of charges. This was something i didnt signed up for. I need them to honor their original billing estimate. But charging almost 100% more than the original quote was not something i aggressively upon.

  Business Response

  Date: 12/14/2024

  December 13, 2024
  
  We are writing to confirm receipt of the complaint filed by ****** ****** against our company, Colonial Van Lines, **** (CVL).
  
  Mr. ****** contracted our company to perform the relocation of his household goods from **************, ** to *********, ***
  
  We are regretful that Mr. ****** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced with the relocation, and to offer a refund. The agent assigned to his relocation will be providing $1,000.00. In addition, *** will provide a refund of $250.00 to Mr. ****** for total compensation of $1,250.00. He has been emailed the necessary refund documents for review, and once signed and returned, the refunds will be processed accordingly.  
  
  Please allow up to 30 days for refund processing.Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******