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:07/18/2024

  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.

  On May 14, I reserved a truck with *****************************. From the outset, I made it clear that I needed my clothes delivered to **********, *******, by May 25. ******** informed me that, due to the short notice, there would be an additional charge of $400, and assured me that my clothes would arrive between May 25 and May 31. At that time, I was still residing and working in ********, and your team was fully aware of this situation.On May 25, I flew to Clearwater expecting my clothes, but received no communication from your company. By May 31, having still heard nothing, I called my account person, ******** (extension 200), who informed me that there was no driver available to deliver my clothes I stressed the importance of being informed in advance, as I needed to coordinate flights back to **********. Despite this, on June 9, I received a call from the driver at 5:30 PM, informing me that delivery would occur the next day, June 10. I informed them that I was in ******** and unable to accommodate such short notice.Upon my arrival in ******* on June 14, I was again told that no driver was available. Despite multiple requests to speak with a supervisor or manager, I was rarely granted the opportunity. Twice, I was given delivery dates that were not honored.Finally, on July 10, I spoke with another account manager, ***, was extremely rude and unprofessional. She informed me that my balance had increased to $1,393.06 from the original $879.70 due to the weight of my shipment. This increase, communicated almost two months after my items had been loaded, should have been disclosed at the beginning.To add to my dismay, several of my items arrived broken, and a box containing a blanket made by my late grandmother, as well as jewelry she left me, is missing. This loss is deeply personal and heart-wrenching, as these items were of immense sentimental value and irreplaceable. Trusting your company with valuable items only to have them lost or damaged is very disheartening.

  Business Response

  Date: 07/24/2024

  July 24, 2024
  Job 1422249-CV
  
  We are writing to confirm receipt of the complaint filed by *************** against our company, Colonial Van Lines, **** (CVL).
  
  ***************** contracted our company to perform the relocation of her household goods from *********, ** to **********, ***
  
  We are regretful that ****************** did not have a pleasant moving experience.Management has been in communication with her to apologize for the inconvenience she experienced and to discuss her account. She was advised that the increase of $843.36 was due to the storage charge of $642.96 (as the movers attempted to deliver on 6/10/2024 however, she was not available until 6/16/2024) and the additional 180 lbs. hauled of $200.40. Due to the delivery delay, compensation of $330.00 was deducted from her balance due.
  
  In addition, ****************** was advised to file a claim for any missing and/or damaged items. She was emailed the necessary claim form and once her claim is received, it will be processed according to the terms of her contract. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

• Initial Complaint

  Date:07/12/2024

  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.

  Colonial only had to move 5 pieces of furniture, plus boxes, etc., from ******* to *******. Three of those pieces have damage. Will never use again and would not recommend to anyone. No mover or packer or driver was a Colonial employee, and the truck was a rented Penske.

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  We are writing to confirm receipt of the complaint filed by ***************** against our company, Colonial Van Lines, **** (CVL).
  
  ************ contracted our company to perform the relocation of his household goods from ******, ** to ***************, **.
  
  We are regretful that ************ did not have a pleasant moving experience. Management has been in communication with him to apologize for the damage he incurred and to review his account. ************ was advised that per federal regulation, and as his contract stipulates, he must file a claim for any damaged and/or missing items for compensation.
  
  A claim form was emailed to him and once completed and returned, his claim will be processed according to the terms of his contract. When the claim is finalized, he will be contacted with the details.
  
  We thank you for your attention to this matter and we invite ************ to contact our office directly with any questions or concerns at his earliest convenience. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

• Initial Complaint

  Date:07/08/2024

  Type:Product 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 booked colonial van lines for moving my stuff from ********** to *************. I was given a quote, and in that they added around 300 dollars shuttle charges if used for pick up or drop off. I was specifically told if shuttle is not used, I would be refunded my money.They said they usually send the stuff in 40 feet trailer, and if shuttle( smaller truck) is used for pick up or drop off I would be charged.But in my case, shuttle was never used, the stuff came in small truck all the way from **********, it was never transferred and I was charged around 777 dollars for the shuttle charges.I spoke with them couple of times and they refuse to refund my money back.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  We are regretful that ************ did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and to discuss his account.
  
  ************ was advised that both origin and destination locations were not accessible to a semi tractor-trailer, therefore shuttle service was required
  
  While the charges are valid, management granted compensation of $200.00 as a gesture of good faith and ************ has accepted.
  
  Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  *********************

  Customer Answer

  Date: 08/05/2024

  Hello,

  I was told by colonial van lines that we would me 200 dollars bit I havent received it yet.

  Business Response

  Date: 08/12/2024

  August 12, 2024
  

  Why has this case been moved to an unresolved status? Please see BBB website case history showing CVL provided a reply to this on 7/18/2024 that it was amicably resolved, BBB then replied on 7/19/2024 that it was resolved,but then on 8/5/2024 BBB shows it is now unresolved stating despite our repeated efforts to contact you via email and phone, we have still not been able to resolve a dispute brought to us by your customer. We have exhausted our dispute resolution efforts.

  CVL responded to this complaint and we are requesting that BBB please close this as resolved as the customer has accepted the refund offered. Thank you.
  Sincerely,
  Colonial Van Lines, Inc.

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:

   

  Hi Finally *********** lines have refunded the 200 dollars on Aug 14th, we can close the complaint. I really appreciate help of BBB.
  
  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:06/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Colonial to move our 4-bedroom house from ***** to ********** in October 2023. The packing, pickup, and communication at the beginning of the move and during our household's storage were excellent. In June we rented our own storage unit in the town where we are purchasing a house. On 6/13 we contacted Colonial, paid them the remaining invoice (upon delivery) amount of 7065 dollars. When the movers, who were local hires, delivered our goods on June 14th, 15 high-value items were missing including a 280-year-old marble top hutch. The delivery driver stated that Colonial did not provide a big enough truck so they had to leave those items behind. The delivery driver sent pictures of the items left behind and advised to call Colonial on Monday, June 17th. Colonial stated that they do see that a wrong size truck was ordered and they (***** our ******* Manager, and **** June ******* Supervisor) said they were working with dispatch to get the remainder of the household goods delivered. It is now 6/29, we have called Colonial 23 times and have been told each time that they will call us back and that they are waiting on dispatch. We have yet to receive our goods and they have not called us back with definitive dates. Per Rights and Responsibilities from the **** and Colonial Van lines, we have a right to have the delivery date in writing The mover must advise you of the dates or periods of time it may be able to pick upand/or deliver your shipment. Your mover must provide this information in writing. We have not received any date or our goods. We asked if we can hire a local mover and get the remainder of our goods and were told that was not allowed and would be considered criminal trespass. We have contacted our insurance company and they advised to call local police and file a theft of property claim. We will be doing this by 7/5 if we do not have a written statement of delivery of goods and/or the goods themselves.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  Job 1336670-CV
  
  We are writing to confirm receipt of the complaint filed by ********************************* against our company, Colonial Van Lines, **** (CVL).
  
  ******************** contracted our company to perform the relocation of her household goods from ***********, ** to ************, ***
  
  We are regretful that ******************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconveniences she experienced and to discuss her account. ******************** was advised to file a claim for any missing and/or damaged items and once her claim is received, it will be processed according to the terms of her contract.In addition, CVL will extend an additional $250.00 for the delay experienced with her relocation. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21920199
  
  I am rejecting this response because: we have yet to receive the ****** refund from Colonial and they have not returned messages we have left. We are also in process of documenting all damage to our property as it was not kept in a temperature controlled storage unit as per contract and a 280 year old Pennsylvania Dutch Antique is warped. We will be filing claims however, Colonial has never given us a bill of laden or transport list stating " it has been misplaced '. The claims department states we need all documents to file a claim essentially forcing us to not file. We will continue the claim process and also report to the ****** We would like the ****** immediately and the follow through with the documents for the damage claim
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/09/2024

  Management has reached out to ******************** and advised she will need to file a claim for the damages. We have emailed her the claim form,as well as the delivery documents (BOL/inventory sheets).
  
  In regard to the $250.00 that she was granted, she was originally told that this would be added onto the claim settlement. However, we will email her the necessary refund documents in order to release the funds prior to her claim filing. Thank you.

   

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 21920199
  
  I am rejecting this response because the 250 claim contract states that we would "agree to a full and complete settlement of all claims for a full and final amount of $250".."and customer further agrees that no claim , complaint, or grievance will be filed or issued against Colonial Van Lines"  We are currently going through all of our belongings and documenting all damages to our property due to the move itself as well as the storage unit not being temperature controlled. Some of our property is also missing that was put on the original truck including Art. Our belongings left our house wrapped in blankets/padding/plastic and when they were delivered, they were no longer wrapped, 4 pieces were dismantled, and severely scratched. We will continue to document all loss and have reached out to our insurance and the ************* Carriers Safety Administration.  
  Sincerely
  *********************************

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/10/2024 - We hired Colonial Van Lines for an exclusive truck move from ** to **. The company failed to mention that once the truck loaded all of our items that it would have to do its annual inspection for 6 days on the truck, with our items inside. The company lied repeatedly and would not return calls or emails. We had to stay in a hotel for 7 days with a newborn and 4 year old. The drivers did not provide us with an itemized list of our goods and left at 1am without letting us know or signing off on the job. They would not provide a bill of lading either. It has been very stressful and the company told me "Good Luck" when I told them I would file a complaint with the BBB

  Business Response

  Date: 07/05/2024

  We are writing to confirm receipt of the complaint filed by *************************** against our company, Colonial Van Lines, **** (CVL).
  
  ********************** contracted our company to perform the relocation of his household goods from *********, ** to *********, ***
  
  We are regretful that ********************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences he experienced and to offer him a settlement of $1281.77.This includes waiving the billable amount owed of $481.77, $600.00 to be refunded by CVL, and $200.00 to be refunded by the agent assigned to his relocation.
  
  ********************** has been emailed the necessary refund documents for review and once signed and returned, his refund will be processed. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21892812
  
  I am rejecting this response because we are missing multiple items. We were continually lied to throughout the process. The moving company did not complete necessary steps to itemize our belongings. They did not wait for us to sign off on the move, so they took our belongings without notifying us 

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

  Business Response

  Date: 07/15/2024

  As previously stated, we regret that ********************** did not have a pleasant moving experience.The settlement offer of $1281.77 is the maximum compensation extended and he is still be able to file a claim for any damaged and/or missing items.Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

• Initial Complaint

  Date:06/20/2024

  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.

  April 19, 2024 we contracted with Colonial via their coordinator *************************** to move our possessions from ******** to *********. No onsite estimate was given but a comprehensive inventory was provided and agreed upon. We also told ******** that we lived in a mountainous area with a switchback driveway and that a shuttle would be necessary.Approximately May 16 *************************** (QA moving coordinator) called to inform us that a company called *** would actually be doing the packing and moving not Colonial. On moving day (May 18) the *** driver arrived with a truck much too large to make it down our driveway (even though they had been warned about the configuration) and said they would be charging an extra $593.19 for a "long carry" in addition to the $1014.75 charge for a shuttle. We had already closed on the house and needed to move so we really had no choice but to agree. The packing crew was the driver and one other person so it took 26 hours for them to pack and load. their packing estimate increased by almost $800 even though they used far fewer boxes than ******** initially estimated they would need. They also charged for 6 mattress boxes even though they wrapped our mattresses in plastic wrap and only moved 5. Once again we were forced to agree due to time constraints.As our belongings were unpacked in our new home, we discovered quite a few damaged items so we filed a claim with Colonial as they requested including photos of the damaged items. We have as yet received no resolution nor have we been about to get in touch with anyone at Colonial to get a reasonable estimate as to when we might expect a resolution. We'd like to have the damaged items repaired and to have the "long carry" charge and the $771 charged for "extra" packing materials (that they never used) to be refunded.

  Business Response

  Date: 07/14/2024

  We are writing to confirm receipt of the complaint filed by *********************** against our company, Colonial Van Lines, **** (CVL).
  
  ******************** contracted our company to perform the relocation of his household goods from *********, ** to *********************, ***
  
  We are regretful that ******************** did not have a pleasant moving experience and we sincerely apologize for the inconveniences he experienced. We have come to an agreed upon settlement in the amount of $830.00. $530.00 will be provided by the agent assigned to his relocation and $300.00 to be refunded by CVL. The necessary refund documents have been emailed to him and once signed and returned the refund will be processed accordingly. Please allow up to 30 days for refund processing.
  
  We thank you for your attention to this matter and we invite ******************** to contact our office directly with any questions or concerns at his earliest convenience. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 07/26/2024

   
  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. I have, however, not receive the settlement refund ($830.00) indicated.
  
  Sincerely,
  
  ***** & ***********************

• Initial Complaint

  Date:06/18/2024

  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.

  VERY DISSAPOINTED, On 12/28/2023 I booked an appointment with Colonial Van Lines to move my stuff from ******* to ********. My Job number is 1357694-CV. The booking agent for my job was *****************************. My stuff needed to arrive in ******** by May 25th, 2024. I figured providing the company with nearly 6 months' advanced notice would allow for smooth planning and would help meet the timeline. I paid my security deposit / binding estimate fee: $3,209.89 on 12/28/2023 to ensure no issues. Initially, ***************************** Googled my move-to address and stated a medium truck could easily get through the neighborhood which is located in cul-de-sac. He also stated that the stuff would arrive by 5/25/24 at the earliest or 6/2/2024 at the latest. I was later told by **** moving company that my stuff was delayed to 7 to 10 days after 6/1/24.oNew delivery date was now 6/6/24. **************** calls me on 6/6/2024 asking how my experience was and did everything go smoothly. I told them 80% of my stuff was missing and their movers were aggressive and unprofessional. I spent the next hour going through the itemized inventory sheet explaining what arrived, what was damaged, and what was still missing. oEric from Colonial Van Lines called me on 6/9/24 and said they are trying to figure out where the rest of my stuff was. After multiple follow up calls with **** and *******, they called back and stated that the rest of my stuff was still sitting in a warehouse in *********. Now I am out PTO and Sick time, my employer is getting frustrated and I am literally losing money every day due to my work equipment not being there. My kids and wife are sleeping on the floor and their tempers are raging. Colonial agreed to discount the fee an additional $700 which is not nearly close to what Ive lost so far. ** received another call from ******* stating the truck would arrive on 6/19-6/21. Today, the date was pushed back again. I am missing over $50K worth of stuff.

  Business Response

  Date: 07/02/2024

  July 2, 2024
  
  Job Number:     1357694-CV
  
  We are writing to confirm receipt of the complaint filed by ******************* against our company, Colonial Van Lines, **** (CVL).
  
  ************ contracted our company to perform the relocation of his household goods from *******, ** to ********, ***
  
  We are regretful that ************ is not having a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience caused by the delay. ************ was advised that the billable balance owed of $706.44 has been waived and starting Wednesday, the $30.00 per day delay compensation will be in effect until delivery.
  
  We will continue to monitor this relocation and provide ************ with updates. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 07/08/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Colonial to move from *** to ** - original quote was 3859.00.My Account Manager called after the pickup saying Ill likely be charged on top of my estimate that Id have to pay prior to delivery regardless of what the total turned out to be. I asked when my items would be delivered as the window was 5/27-6/1 and I had explained that I would need 48 hours notice to get from CHI to ** and let my building in ** know when to reserve the elevator for. He didnt know when the movers would arrive, but said he would be in touch on 5/25 with: the final balance and an updated delivery time. I never heard from him again until 5/28, saying delivery was scheduled for 5/29. I got upset that he was giving short notice and he said I should ****** on to NY as if I was an animal, but that the movers would hold my stuff for 250 - he purposely didnt inform me of my delivery so Id have to pay extra.I rebooked my travel to the cost of 448. Customer support assigned a new AM and also said my original AM was informed at 2pm EST on 5/24 that my items would be delivered on 5/29, yet didnt tell me. My final balance was 67 more than the original estimate - I was given no explanation as to why.The movers charged an additional 197 for distance with no walkthrough, which I was entitled to. I paid so theyd stop holding my stuff hostage.Every single box was crushed and everything was filthy. Colonials truck and blankets were covered in dirt.Two pieces of high value furniture were damaged beyond whats considered reasonable. They also lost critical pieces to my clothing rack and vacuum.The head mover refused to document any of the damage. I had to tell him to get out of my apartment after he ripped the bill of lading out of my hands saying I couldnt write on it.Colonials escalations team called today, after days of no response, offering 300, which doesnt begin to cover their poor (and abusive) management, their lack of communication, and the damage to my items.

  Business Response

  Date: 06/17/2024

  We are regretful that *************************** did not have a pleasant moving experience. Management has been in communication with her to extend her a refund of $600.00, revised from the original $300.00 offered. She has been emailed the necessary refund documents and when signed and returned her refund will be processed.
  
  We thank you for your attention to this matter and we invite *************************** to contact our office directly with any questions or concerns at her earliest convenience.Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:06/07/2024

  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.

  Hired Colonial Van Lines on 8/14/2023 to pack, wrap, and move our furniture and belongings interstate from ********** to ******* (disassembling and reassembling our furniture). Paid extra for a Shuttle Crews. Sent CVL as requested an Itemized list of our furniture and belongings which we were charged by the pound according to their estimating the pounds of the items. We were told by CVL that this estimate would be adjusted to actual weight and services provided. The truck was going to be exclusive to only our belongings. We were required to pay the balance in full before they unloaded our belongings. The shuttle crew was 6 hours late had a total of four guys which took them until after midnight to unload. The ************ was unable to reassemble our furniture as the parts box was missing and left us with piles of debris all around the outside of our house. Most of our furniture, which is custom made or antique, was severely damaged, or rendered useless due to missing hardware. 18 of our belongings, and 19 Totes are missing that had Nostalgic collectable Christmas ornaments and decorations that my husbands Parents and Grandparents collected from 1960 1990. We were overcharged for packing materials according to Colonial Van Lines Household Goods Descriptive Inventory form and estimated cost of packing and unpacking services list. We never received the actual weight or adjustment for services that they did not render our cost was only increased $1,117. by the packers stating they used more packing materials. We paid Colonial Van Lines $28,819.27. It has cost us $868.07 so far to somewhat fix only some of our furniture (of which some furnishings were heirlooms from my husband parents). My husband is 65 yrs. **** **** Veteran, Cancer Survivor, Fed through a G-Tube. I am 66 yrs old and we both have Respiratory Issues. We were taken advantage of and did not receive the services that we paid for. We were overcharged, and the loss and destruction of our property.

  Business Response

  Date: 06/21/2024

  We are writing to confirm receipt of the complaint filed by ********************************* against our company, Colonial Van Lines, **** (CVL).
  
  ********************** contracted our company to perform the relocation of her household goods from *********, ** to *********, ***
  
  We are regretful that ********************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconveniences she experienced and to discuss amicable compensation. She has been offered a settlement in the amount of $2,000.00.
  
  The necessary refund documents have been emailed to her for review and when signed and returned the refund will be processed accordingly.Please allow 30 days for refund processing.
  
  Thank you.
  
  Sincerely,
  Colonial Van Lines, **** why here...

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21819507
  
  I am rejecting this response because: $2,000. is an insult as to what we had to go through with this move.  My husband ended up in and out of the hospital.  The fact that Colonial Van Lines required the money up front, holding our items hostage if we do not pay.  Colonial Van lines did not provide the service we paid for.  Colonial Van Lines ruined our furniture, Stolen our belongings. We have asked several times for the weight of our items from the weigh station that all trucks have to go through and have not received it. See Attached Detailed Letter 6 Pg. And CVL Correspondence 5-28-24.   
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/02/2024

  While we remain apologetic for the less than favorable experience ********************** had with the relocation, the refund of $2,000.00,increased from the initial offer of $1137.00, is the maximum as no further compensation is warranted and will not be provided.
  
  Although she has declined this offer, it does not expire and is available to her should she change her mind in the future. All she needs to do is sign and return the necessary refund documents that were emailed to her, and her refund will be processed. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21819507
  
  I am rejecting this response because: I Do Not Accept The measly $2000. in lieu of retracting my reviews.   When we paid $28,819. and did not receive the service we paid for. Most of our furnishings were ruined.  Our Heirloom Collectables stollen.  I will continue to blog and post about the service we received from Colonial Van Lines, making people aware of how this company operates in as many places I can think of. 

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

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

  Customer Answer

  Date: 07/04/2024

  Regarding Colonial Van Lines Settlement Amount of $2000.00 in Lieu of signing this form to retract my review, Which I rejected in my previous comment.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Colonial Van Lines to move my family from ** to **. I was told to expect a large semi and to make sure there was proper street parking. A 3rd party mover that I was not told about arrived 5hrs late in a 24ft box truck that was half filled with another customers belongings. I paid for a full pack, but I ended up packing about one third of the boxes that were loaded into the moving van. I paid for a full pack but nothing, absolutely nothing, was put back together for regular use when delivered. I asked for paperwork and documentation prior to the drivers leaving my home from ** and they hoped in their truck **** the driver called me a b**** and drove off with my stuff! My belongings were placed in a warehouse which I knew nothing about and over half of the items were deemed "missing" over $15,000 worth! We had 3 different deliveries as they "found" some of our items in various locations but never resurfaced with everything. Each delivery there was other peoples belongings in the truck too. I filed a claim because I bought their insurance and NO ONE has contacted me after my claim that was filed on 7/26/23. No one will return my calls!! July 26, 2023 Re: Claim 23-0525 Job#: 1283488-CV-A Dear ***********************************,This letter is to act as an acknowledgement of receipt of your claim on July 26, 2023. Please be advised that only 1 claim per move may be filed. Once the claim has been processed you will not be able to submit any additional claims. Please be advised that all claims are processed pursuant to SECTION C DISCLOSURES Filing of claims of the interstate bill of lading contract and the valuation option selected at the time of pick-up. Please keep in mind the claim will be processed at the maximum Valuation of $.60 cents per pound per article, unless you have purchased 3rd party insurance through our insurance provider (Moving Insurance.com)Federal regulation allows the allotted time frame of the maximum 120 days in order to process your claim.

  Business Response

  Date: 06/17/2024

  June 17, 2024
  Job Number:    1283488-CV
  
  We are writing to confirm receipt of the complaint filed by *********************************** against our company, Colonial Van Lines, **** (CVL).
  
  **************** contracted our company to perform the relocation of her household goods from *********,** to ***********, ***
  
  We are regretful that ******************** did not have a pleasant moving experience.Management was previously in communication with her to apologize for the damaged and/or missing items and to discuss the claims process. At that time, she was advised that she would need to file a claim for any loss.  
  
  Unfortunately, in the meantime, we were notified that ******************** filed a bank chargeback against the agent assigned to her relocation. Due to this information, she was advised that we cannot proceed with any claim processing until the bank chargeback is finalized. In the event the chargeback is reversed, we will be in contact with ******************** to continue with her claim filing and compensation.Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21794768
  
  I am rejecting this response because:
  The form of payment to Colonial Vanlines was in two forms cashiers check and personal upon delivery.  I have never paid them with a credit card nor done any charge back. Colonial Vanlines has not reached out or had any communication with me since I filed the claim. I only received an acknowledgment via email by an automated response.

  The cost of the move did not even come close to the total amount of loss/damage incurred. Purchasing their insurance is a scam and this is just another way to keep claims down for them due to their poor service and management. 
  

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

  Business Response

  Date: 06/23/2024

  As previously stated, since ******************** filed and subsequently won the bank chargeback she initiated against the agent assigned to her relocation, no further refunds and or claims are warranted. Thank you.

  Sincerely,

  Colonial Van Lines, Inc.