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:05/30/2024

  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 scheduled a Colonial moving truck to our condo to unload. The condo manager allows moving trucks to park in the fire lane to unload. He even spoke to the moving truck driver. The Colonial driver refused, went back to the warehouse to unload and charged us a reload fee of $650 to bring the furniture in a smaller truck when he didnt need to!

  Business Response

  Date: 06/13/2024

  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 ******, ***
  
  Management has been in communication with him to discuss his account as he was disputing the use of the shuttle stating his property manager would allow the movers to park in a fire lane. Regulation prohibits the driver from impeding traffic or parking in fire lanes where they would be subject to receiving citation and/or fines.Therefore, the use of the shuttle was warranted.

  
  However,as a gesture of good faith, we will refund $325.00 for half of the shuttle cost.The necessary refund documents have been emailed to him for review and once signed and returned the refund will be processed accordingly.Thank you.

  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 06/13/2024

  These are photos of trucks parked in the fire lane, having been given permission by the manager of our condominium building. Colonia Movings driver refused, costing me an additional $650.

• Initial Complaint

  Date:05/29/2024

  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.

  I contracted with colonial movers to move me from ************** ********** to ***** *****. They charged me $176 for bulky along with the estimate of the move. They subcontracted my move to a company called Itx. On pick up day Itx refused to load unless I agreed them to pay them an additional $400 for packing and they also refused to load until I selected full coverage insurance add a cost of $2000 or $.60 on the pound with $1000 deductible. I chose $.60 on the pound. I was told by Drexel at colonial movers that I would have that option after it was loaded and that covering with pads of my furniture was included in my move. However the Itx representative said they had to put cardboard over the moving pad on the furniture so I had to pay $400 extra for that. They would not start loading until I agreed to the terms. It was the last day I could stay at my home because it had been sold. I felt extorted and had no other options. I was told by Colonial moving company the $176 for bulky items such as a lawnmower which I left behind. I packed my items and I was told by Drexel at colonial movers not to worry about the miscellaneous stuff because the movers would take care of it. I was never told I would be charged extra let alone charged to cardboard wrap already padded furniture. I would like to have the $176 that I was charged for bulky items returned to me and I would also like the $400 returned to me that their subcontractor charged me for because I was told by Drexel at colonial movers that patting my furniture was included in the price. Thats a total of $576. They offered me $300 and hung up the phone on me when I refused. They also tied my king ******** box springs to the back of the truck and left it sit there for six days before it was delivered. They smelled so bad I had to buy a new ******** and box springs and have those hauled away. The least they can do is return the money that they charged me for packing and bulky items that they never took

  Business Response

  Date: 06/05/2024

  We are writing to confirm the 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 offer her a refund in the amount of $576.00. We are happy to report that **************** has accepted our offer and will be emailed the necessary refund documents. Once signed and returned, her refund will be processed. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 06/05/2024

  Thank you very much for reaching out. I am agreeable to the terms for the $576 that colonial Van lines is offering. However colonial Van lines wants me to obtain $300 of that from their subcontractor, ITX. I did not contract with ITX and in my opinion, ITX exhorted money from me and I have no reason to believe they will pay me anything. I have requested that colonial Van lines pay me the entire sum of $576. Colonial Van lines is the prime contractor and ITX is their subcontractor. I have no affiliation with ITX and certainly no faith or trust in them as a business. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21776519
  
  I am rejecting this response because: Colonial Van Lines is not willing to pay the $576.00 in full.  I contracted with Colonial Van Lines (hereinafter, CVL) NOT ITX. CVL is the PRIME who contracted with SUBCONTRACTOR, ITX.  I never contracted with ITX.  Therefore I fail to see out I can enforce a refund from ITX.  I don't trust ITX.  I believe they exhorted money from me and I do not believe they will pay me the $300.00 of the total of $576.00 payment.  Then, what would my recourse be??  Would I be forced to file another complaint with the BBB on ITX, a company I never contracted with, to enforce a contract that does not exist?  I am in full agreement on the amount due. I believe it is appropriate and reasonable to expect full payment from CVL.  Thank you for your time and efforts regarding this matter.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/17/2024

  As previously stated, management has been in communication with her to offer her a refund in the amount of $576.00. Once she returns the necessary refund document, her refund will be processed. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with Colonial Van Lines on 11/24/23 to move my household from ****************************************************************************** to ****, ** the end of February 2024. I chose this van lines as they were highly rated by AARP. ****************************** told me for a 2 bedroom + garage, it would be around 5 to 7 thousand. In all of my documents, I was not quoted a per pound rate. I had to pay extra for the added boxes I had packed.($242.26, ******). When the move day came I was told that a semi could not get to my apartment, which was not true. I was charged an extra $1027.50 for a shuttle (********************************) to pick up my household. Because I am renting a room at this time they charged me $500 for each of 2 months storage. I found a storage facility in ****, ** for $232/month (10 X 20) beginning April 2, 2024. They knew if was a Public Storage, so they brought my household goods in a semi (which had North American Van ********************** on the side, and Arena Van ********************** on the cab. Because they could not get the truck to the door into my storage, I had to give them another $260.25 cash for the extra distance. They offered me a credit of $300 but wanted me to sign a release of all damages, etc. Since they put it in a storage unit, I have no idea what damages may be done. I had to tell the guys not to stack a heavy box on top of a box that was already crumbling. When I went back to the storage some days later, some of the boxes had fallen to the floor and we had to rearrange.

  Business Response

  Date: 06/11/2024

  June 11, 2024
  

  We are writing regarding the complaint filed by ***************************** against our company, Colonial Van Lines, **** (CVL).
  
  **************** contracted our company to perform the relocation of her household goods from ********, IN 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 offer her a refund of $300.00. She has been emailed the necessary refund document and once signed and returned her refund will be processed. In addition, **************** was advised that she has up to 9 months from the date of delivery to file a claim for any damaged items.
  
  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, **** 

  Customer Answer

  Date: 06/16/2024

   
  Complaint: 21770620
  
  I am rejecting this response because: Nowhere in the release document  that they want me to sign does it say I have 9 months to turn in any damages, etc.  I was quoted over the phone when I first booked the move that it would cost approximately $5,000 to $7,000 for a 2 bedroom + garage to be moved from ********, IN to ****, ***  Nowhere in all the documents does it quote how much per pound they are charging me.  And there is a charge of $480 on the bill I have no idea what it is.  I did all my own packing.  The bulky item charge of $51.44 was for a blanket they put around my grandfather clock.  I had packed my grandfather clock also.  I packed the weights into a syrofoam box, secured the chains, put stuffing pillows into the clock and did a shrink wrap.  They did not charge me for blanketing my other furniture.  When they unloaded my household into the indoor (10 X 20), they did not do a very good job.  I had to have them move a box that had already crumbled.  I went back to the storage a few days later and about 10 boxes tumbled to the floor.  They also charged me $500 per month for each of 2 months (March and April).  I found a 10 X 20 for $232/month.  (I had checked ******** and ******* and the storage prices were never over $300/month, so they were way over charging.  I believe a fair settlement would be $3,000 refund.
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/23/2024

  June 23, 2024
  While the release form does not inform the customer of the 9 months to file a claim, it serves as a resolution for matters that occurred during the course of the move; not including the right to file a claim for any damaged/missing items.

  
  In relation to the price per pound, the customer is advised verbally as well as written in the contract under accessorial services page 12; paragraph 7.

  
  **************** was charged $480 for the crating of the grandfather clock (the picture attached to her paperwork).
  The SIT service includes the double handling of the shipment; its technically two moves in one.

  
  We will revise the original offer from $300 to $400 as our best and final offer. She will be emailed the revised updated Full and Final Settlement, and once signed and returned, the refund will be processed. Thank you.

  
  Sincerely,
  Colonial *** Liens, Inc.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21770620
  
  I am rejecting this response because:  As I stated previously, I did all the packing and shrink wrap of my grandfather clock.  The only thing the movers did was wrap a blanket around it as they did all my other furniture. There was no crating.  I have 2 witnesses (who helped me pack the clock) There is no picture.  Therefore, I should be refunded the $480. 

  As far as the SIT money ($2,616.12); $1,000 was for storage(2 months) which was an exorbitant charge.  I found indoor 10 x 20 units in both ******* and ******** (where I was told my goods were being stored) for less than $300/month.   The other part of this charge was for unloading into a home and setting everything up.  This did not happen since it was all taken to a storage unit and piled wherever.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Colonial Van Lines for moving from ******* to ********** . At the pickup time they could not pick all of our moving items, and they told us that they will pick left over items and deliver with other items. but when they delivered our moving items our left over items was not delivered. They told us that they tried to find those items but could not locate and offered us pay only standard pay for damaged or lost during moving. I think the compensation for undelivered items should be different from lost items . Even the worse pat is that they charged for those undelivered items also. I am looking for fair compensation and refund for moving charge for undelivered items.

  Business Response

  Date: 06/05/2024

  June 5, 2024
  
  We are writing to confirm receipt of the complaint filed by ***************** who contracted our company to perform the relocation of household goods from *************, ** to ***************, ** and we are regretful for the unpleasant moving experience.
  
  Management has reached out to the **** residence and spoke with ****** to apologize for the inconvenience experienced and to discuss the account. She was advised there is a possibility the missing items have been located after doing an inventory of our shipping facility, however we are awaiting a definitive answer. She was advised we will follow up with her by the end of the week. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:05/15/2024

  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.

  Date 4/5/24 pick up / delivery 4/13/24 final payment total of $6505.40 [ Binding Estimate amount $3,542.36]Business committed to provide moving services out of storage unit 8x15, stated cost would not increase as estimate included any potential overage weight or unexpected items & accounted for the storage unit being 90% full, estimate included packing services I was verbally alerted on the day of pick up that my final costs increased by $700 due to extra items and poaching services. I agreed to the $700 increase. I was sent 3 or 4 docusigns that day and the last one contained a new total (I was not aware of) - I was rushed to sign that last Docusign minutes before they closed and my items were already on the truck. They intentionally created stress that day calling 15 times and creating urgency on my end only to delay signing pick up documents on their end until the last minute. I was not aware the charges went from $3542.36 + $700 additional all the way up to $6505.40. The business has called twice to try to resolve but they have only offered $150 & $300 with me signing an NDA. They intentionally did not disclose an NDA needed to be signed until sending the settlement in writing, I declined to sign an NDA for a less than 1% credit when I was told there wouldnt be any overage costs unless I had huge car parts or pianos or other huge items. They were alerted the unit was full and alerted that aside from larger items I didnt have an exact inventory other than the storage unit measurements due to disability. They said the cost would not increase at time of service so I agreed to the price of $3542.36. The business is unwilling to negotiate or accept any fault because I didnt have the exact weight of my items and their estimate was less than half of the weight of my storage unit. They made me prepay the extra cost before moving my items into my home on delivery day. They also pushed delivery 4 different times. Account number **********

  Business Response

  Date: 05/22/2024

  May 22, 2024
  
  We are writing to confirm receipt of the complaint filed by ******************** against our company, Colonial Van Lines, Inc. 
  
  Ms. ********* contracted our company to perform the relocation of her household goods from ***********, ** to **********, ***
  
  Ms. *********s relocation has been fully completed and management has been in communication with her to discuss her account. She was advised that calls were reviewed and determined that she was not advised that the cost of the move would be a flat rate. Also determined was when she was contacted by the finance department on the day of pickup, Ms. ********* agreed to the new revised cost of the move due to the additional items/services that were to be added.
  
  The previous $150.00 compensation offered has been increased to $300.00 as a gesture of good faith. She has been emailed the necessary refund documents and once signed and returned, her refund will be processed. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21718084
  
  I am rejecting this response because:

  I agreed to a binding estimate that doubled on the day of pickup, I was only alerted verbally that the price increased by $700. At the last second before close on pick up day I was told to resign documents where they purposefully did not verify the adjusted new total. In fact they told me a completely different number. I missed the new price in writing because it was almost exactly the total of the original estimate PLUS the $700 & they created this urgency by calling 15 times and waiting til 10 minutes before close to send the correct documents, they never said the new total has doubled your cost, ever. Til I caught it a week later. I believe this is intentional because like during the compensation call they also never informed me that they wanted me to sign an ****

  It's the intentional misleading and bait and switching as they leave you cornered that is fraudulent. I was assured the estimate would NOT jump to double knowing that I provided the dimensions of the storage unit and percentage it was full -- the costs never should have jumped to double the quote. That is an estimation issue as they know customers will not know the exact weight of their belongings, however when you speak to them they harp on the weight of the items but they also assured me multiple times the weight was more than over the amount my storage unit could hold. 

  I would like to agree to be compensated for the difference over the binding estimate cost to recoup the cost of the overage I was assured would not occur and was never alerted or verbally in agreement to. Finance never called with the new total aside from saying it was $700 more. They even confirmed that though they had multiple days to call me to alert me the price was changed they just didn't. There is some intentional misleading occurring just like the not mentioning the **** I cannot sign an NDA, nothing here warrants an NDA being needed. The company continually contradicts their own word and is unreasonable to problem solve with purposefully cornering you and leaving out the biggest points. 
  
  Sincerely,
  
  ********************

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  While we remain regretful that Ms. ********* did not have a pleasant moving experience, the settlement of $300.00 is the maximum refund extended as no further compensation is warranted. As previously stated, the refund document was emailed for her review. If she signs and returns it, the refund will be processed accordingly. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21718084
  
  I am sadly unable to agree to the original offer. While I understand the position of Colonial Van Lines I both cannot agree to the original settlement offer nor can I sign an NDA, the agreed upon verbal increase of $700 & the actual increased amount that was not disclosed verbally of $2963 is a huge discrepancy. The difference in this amount is $2263, sadly $300 is not sufficient but I am willing to split the difference by 70% a refund of $1584.10 seems very fair considering the stress, time/effort, & financial difficulty this continues to cause. Again, no NDA can be signed as I have zero information that is legally pressing towards colonial, in good faith I cannot sign an NDA as neither party has legal motivation for such a document.  I will agree to the refund of $1584.10 as outlined above & while I can sign a settlement acknowledgement, an NDA seems inappropriate. 

  I hope we can resolve this discrepancy very soon in the good faith & transparency.

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

• Initial Complaint

  Date:05/10/2024

  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.

  The company uses extremely deceitful tactics to acquire your business then moving day comes and the driver (he himself said they do this all the time) then comes in and says how wildly off the estimation was. So we were (rerated) at ************************************************************************************** accurate pricing to get the deposit. (when the driver shows up you can no longer get your deposit back which was 30 percent of the estimation). They say the arent a broker, then use third party truckers and movers, while claiming you have a bonded weight, but then tell us its weight and square footage, which is not what bonded weight is. So with that being the introduction to them, they then could not deliver anything they said the would in terms of service outside of moving my belongings. Lots of damaged goods, (which their insurance claim is based on the weight of an item not value so basically if they destroy a pricy electronic or something light but costs thousands you are going to get a few dollars in exchange.) They lied even about their own policies which causes the customer to be put into a situation of being charged more than what was promised, or they are going to hold onto your items (incurring more storage charges) or to just pay the extortion fee they call a rerate. I can go on and on about how terribly predatory, deceitful, and malicious this company is.

  Business Response

  Date: 05/20/2024

  May 20, 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 *****, ***
  
  Mr. *********** relocation has been fully completed and calls were reviewed and determined the inventory was captured correctly. Also, when reviewing the file, it was determined that shuttle service would not be required for his relocation, therefore, the shuttle fee of $610.00 was removed from the balance due.
  
  ************************ was advised to file a claim for any missing and/or damaged items and has been emailed the necessary form for claim filing. Once received, his claim will be processed according to the terms of his contract and when finalized, he will be contacted with the details. In addition, management has extended a courtesy refund of $200.00 for the level of service experienced. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

• Initial Complaint

  Date:05/01/2024

  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 did a move with Colonial Van Lines in April 2024. They acted as the broker and Best ************* was the carrier. At time of drop-off of my household goods I was not supplied with any documents such as my bill of sale or itemized receipt. I've talked to customer service multiple times, and they just sent an in-voice, not the document I need. After multiple attempts with I finally got told they need to put in a request to send me my documents I was never supplied, and that request would take over a week. I have a timeline I need to meet with my employer and the fact that it took over a week of calling to get an answer that there is a request and the fact that the request will take over a week is simply outrageous in my opinion, especially considering I was never supplied these documents to begin with.

  Business Response

  Date: 05/08/2024

  May 8, 2024
  
  Job Number:     1396496-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 *********, **. His relocation was completed 3/29/2024.
  
  On 4/15/2024, ******************** requested an invoice reflecting a zero balance, however, at that time there was a billable of $153.42 owed to the agent assigned to his relocation. He was advised by the re-rate department that he would have to satisfy the billable first prior to receiving an invoice with a zero balance. On 4/25/2024, ******************* paid the billable amount due, and an invoice was emailed to him 4/26/2024.

  
  On 4/30/2024, ******************** requested copies of his shipping documents which were then emailed to him on 5/1/2024. Thank you.
  Sincerely,

  
  Colonial Van Lines, **** 

• Initial Complaint

  Date:05/01/2024

  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 had my furniture destroyed that was antiques And I had an entire box of medications taken and they deny it, but I know they took it because I have a picture of the box next to the secretary and then the next thing I know its gone and I didnt move it they did and they denied touching it Nobody took it with them

  Business Response

  Date: 05/14/2024

  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. His relocation has been fully completed and management has been in communication with him to apologize for the inconvenience experienced during the move.  
  
  **************** recently informed us that he found the missing boxes of medication/alcohol. Currently we are waiting to review the claims form that he will be submitting for some damages items. When the claim is finalized,we will contact him with the details. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

• Initial Complaint

  Date:04/30/2024

  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.

  Colonial usedagents who don't understandEnglish, simple concepts like types common boxes,colors,such as white bankers boxesw/red GO told me the inventory updated manually on site the day of the move. purposefully has the estimator Senior Moving Coordinator) tell me one thing and then the next person I was handed off to in QA: THATS NOT HOW THIS WORKS I tried to get them to update the billof lading that I told them there were errorsAnd I had been told first as long as i finalized by ***.And then after I paid, he said by ***. I was very upfront and they were very SMOKE AND MIRRORS. I was within five days WHEN I BEGAN AND SIGNED. I specifically referred to that as a concern. they CHANGED THE PICKUP DAY to give themselves an advantage. The salesman got huffy AND saidHE BENT OVER BACKWARDS TO ACCOMMODATE ME. Theyre costing me extra resources of money, time and energy. The apartment mgr is on her last nerve and wants more$ while Im waiting for CVL to pick up the stuff they left and MAIL IT. AND REDUCE THE COST. To they pay. And deliver!They left pictures THEY WRAPPED sitting on the floor. Im at my wits end. I havent heard an update on the whereabouts of my belongings that were picked up in ********** 13 days ago. ***** is tracked more closely! Im weary. beat up by these folks who talk slick and work quick to get off the phone after you sign on the dotted line /make a deposit. The need for their services was due to a death in the family and they have made the grief prolonged and worse. The stress is tremendous and I lose sleep, barely have time to do other things. I STAYED TETHERED to the phone TEXTING WITH MOVERS 6.5hrs thepick up day to help them comprehend. This was small number of items and it should have been done in a matter of a few hours! I was told they would retrieve the items left behind but no action for over 2 wks. ***** tells me her emails WILL GET RESULTS, but nothing concrete yet. *********** and more grief. $2,700 more due at delivery

  Business Response

  Date: 05/08/2024

  May 8, 2024
  
  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 with the items left behind.
  
  The agent assigned to her relocation was able to retrieve those items and will be delivering to her by 5/12/2024.
  
  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. 

  Customer Answer

  Date: 05/16/2024

  I am not at all satisfied with Colonials response. I will need to be able to communicate my response to you in a format that does not have an apparent text limit, nor a 30 minute time limit bc there is so much to cover; and I need to have a way to copy it what I send and this entry box prevents copying and pasting. Please email me so that I may give you all of the information so I can write to you somewhere besides  in this entry window. Until then, 
  in brief, 
  1. I was promised the results of a Call Review (where they listen to the dozens of phone calls with the RESERVATIONS **** AKA ESTIMATOR AKA dedicated moving coordinator and produce a transcript) and they said they would review the emails; but I have not seen such results. I was promised that the packing charges would be reduced by half after the pickup bc I already paid for packing materials and had them on site and some were used. 
  2. Colonial states I will have the items retrieved from their second pick up by May 12. They havent sent me ANY paperwork about the second pickup. I do not have those items.
  3. I will have to file a claim for of the items from the first pick. an Items are missing from the first pickup. b. Items are damaged. Colonials contract included the provision of having furniture blanket wrapped. The chest was not blanket wrapped. The chest is a two piece stacked unit and they did not separate them and merely wrapped them in plastic leaving them to be jostled around for ***** miles. They did not blanket wrap the military footlocker. The filing cabinet was not blanket wrapped. I provided picture boxes that included foam corners they did not use as they should have. The driver was unprofessional and clueless about the inventory he had on truck and kept repeating the words I dont know and I just picked it up from storage and idk, i did not pack it. The driver said he would reattach the table top to its base that shouldnt have been separated; but did not do so bc he did not have tools.

  4. I have been offered a paltry $300 for the hardship on me physically and mentally, but thats just not fair and is not enough. I will be required to do more work with the claim form and I have already spent approximately 100 hours in this endeavor. SIX AND A HALF HOURS just on the day of pickup staying on text with the movers who spoke so little English they were unable to understand YES AND NO and green means go and red means No when I resorted to sending. PICTOGRAM to try to accommodate the language barrier THAT I SHOULR NOT HAVE TO STRUGGLE TO MAKEUP FOR. Colonial hired as their agent FATHER & SONS moving and ignored me when I asked if I would be paying colonial or father and sons. It was father and sons the *** OF DELIVERY that I learned the answer. Makes one very nervous to have this sprung on them! And on and on and on. There is more and I have no idea if the 30 minutes is up

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21648266
  
  I am rejecting this response because:

  I am not at all satisfied with Colonials response. I will need to be able to communicate my response to you in a format that does not have an apparent text limit, nor a 30 minute time limit bc there is so much to cover; and I need to have a way to copy it what I send and this entry box prevents copying and pasting. Please email me so that I may give you all of the information so I can write to you somewhere besides  in this entry window. Until then, 
  in brief, 
  1. I was promised the results of a Call Review (where they listen to the dozens of phone calls with the RESERVATIONS **** AKA ESTIMATOR AKA dedicated moving coordinator and produce a transcript) and they said they would review the emails; but I have not seen such results. I was promised that the packing charges would be reduced by half after the pickup bc I already paid for packing materials and had them on site and some were used. 
  2. Colonial states I will have the items retrieved from their second pick up by May 12. They havent sent me ANY paperwork about the second pickup. I do not have those items.
  3. I will have to file a claim for of the items from the first pick. an Items are missing from the first pickup. b. Items are damaged. Colonials contract included the provision of having furniture blanket wrapped. The chest was not blanket wrapped. The chest is a two piece stacked unit and they did not separate them and merely wrapped them in plastic leaving them to be jostled around for ***** miles. They did not blanket wrap the military footlocker. The filing cabinet was not blanket wrapped. I provided picture boxes that included foam corners they did not use as they should have. The driver was unprofessional and clueless about the inventory he had on truck and kept repeating the words I dont know and I just picked it up from storage and idk, i did not pack it. The driver said he would reattach the table top to its base that shouldnt have been separated; but did not do so bc he did not have tools.

  4. I have been offered a paltry $300 for the hardship on me physically and mentally, but thats just not fair and is not enough. I will be required to do more work with the claim form and I have already spent approximately 100 hours in this endeavor. SIX AND A HALF HOURS just on the day of pickup staying on text with the movers who spoke so little English they were unable to understand YES AND NO and green means go and red means No when I resorted to sending. PICTOGRAM to try to accommodate the language barrier THAT I SHOULR NOT HAVE TO STRUGGLE TO MAKEUP FOR. Colonial hired as their agent FATHER & SONS moving and ignored me when I asked if I would be paying colonial or father and sons. It was father and sons the *** OF DELIVERY that I learned the answer. Makes one very nervous to have this sprung on them! And on and on and on. There is more and I have no idea if the 30 minutes is up

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

  Business Response

  Date: 05/25/2024

  We are regretful that ********** did not have a pleasant moving experience. Management has been in communication with her to apologize for the delivery delay of the items left behind. At the pick up origin, the movers were provided only with photos of what was to be transported as ********** was not present. She was advised the movers eta was *** 23-24.
  
  ********** was advised to file a claim for any missing/damaged items. Claim forms will be emailed to her. Once received, it will be promptly processed, and she will be contacted once finalized. In addition, we will extend a good faith gesture of $300.00 for the overall inconvenience incurred with her move. Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 05/28/2024

  Did you receive my previous entry into this box? 
  AFAIK, The response from Colonial has not changed since I provided more information. 
  please advise. 
  I have emailed the BBB address on the previous page but I did see an email for a specifically named person but did not copy it down. Please have THAT person contact me if they are assigned to this matter? 

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21648266
  
  I am rejecting this response because $300 is a tacit response, a one-size fits all response to any complaint and is rather ridiculous considering that in my case, stress makes my disability life worse and I was assured of things that were not followed through with; and this $300 boneit underrepresents the amount of time and energy, stress and money Colonial has cost me. It does not address the promise to reduce the packing cost by half BC I PROVIDED PACKING MATERIALS. I was promised a call review and email review and I have heard nothing about the results of that nor received the transcripts as mentioned. $300 doesnt address the EXTRA GRIEF I was put through to have to endure a SECOND ROUND of processes to do with a SECOND PICKUP and drop offwhich occurred finally 39 days after the first pickup. I initially didnt mind WHEN the delivery occurred bc these were items I inherited, but then when it started to go wrong, I just wanted to get to each milestone so that it could be over sooner. I am being told that filing a claim will not be resolved until possibly FOUR MONTHS. That is more grief on top of the grief of being misled and mistreated by Colonial on top of the grief of losing my uncle AND I informed Colonial from the beginning that I have a disability and that is why things especially needed to be done as promised and why it mattered even more. My life has been turned upside down bc I just dont have extra time available and so things at home have suffered. I have suffered. I have lost sleep. I am having a hard time healing a particular ailment and stress is the suspected culprit. The apartment complex is demanding extra money bc they had to hold the apartment waiting for Colonials agents, Father & Sons, to return to the site a second time. I may miss the deadline for the ************************ for my uncle due to this. I simply need some of my money returned to me bc I will have to spend extra time myself or hire someone to deal with the handling of the stuff, to photograph and assess and document the damage, instead of simply unpacking it. And the claim, I havent even opened that, and Colonial has not said one more word about it (probably knowing I couldnt do it until after the second delivery). The first pickup was April 16 and the first delivery was the day before Mothers Day and the second delivery was four days ago, May 25. It has been a long, arduous, worrisome ordeal and it isnt over yet. Please for the love of God, offset this horrendous experience with a refund because I cant get back those hours and hours that amount to about a weeks work of time I spent working and working on this to get it right. Six and a half hours tethered to the phone texting the first pick up day. Video calls on the second pickup day. About 50 emails. Countless phone calls. And all of this here stuff. And more. AND I HAVE MORE WORK TO DO FOR COLONIAL BEFORE I CAN SAY GOODBYE!!! I dont know if I can recover my health to where it was before all of this began, but I will try and it sure would help if I had some of the money back from this breach of contract and an easy offer for the broken and damaged stuff. I actually have a damaged nerve in my right hand from the extra stress on it with all of this extra typing and work with the items beyond just normal receipt of them and unpacking. I was told this was WHITE GLOVE service, but it was not. (CORRECT me if the call review says otherwise bc it has been two months.) This nerve failure is significant bc I already cant walk and need my hands to DO EVERYTHING, like push my wheelchair. ****. Must stop here. Now my other hand is hurting. And I was in great health!
  please let me know if you need further details and more specifics and evidence and please let me know about the complaint process and tell it to me like I am a kindergartener so I can do what is required. Thank you. I do appreciate that you made it right and did not charge me for the second pickup after all AFAIK. 

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

  Customer Answer

  Date: 05/28/2024

  This is a test, attaching one photo because this thing is not allowing me to move forward. You stay above that a.JPG extension is allowed, but.JPEG is the normal extension for this type of file! Please advise as to a way I can submit these Photos without all of this extra grief and time! 

  Customer Answer

  Date: 05/28/2024

  This is a test, attaching one photo because this thing is not allowing me to move forward. You stay above that a.JPG extension is allowed, but.JPEG is the normal extension for this type of file! Please advise as to a way I can submit these Photos without all of this extra grief and time! 

  Customer Answer

  Date: 05/28/2024

  This is a test, attaching one photo because this thing is not allowing me to move forward. You stay above that a.JPG extension is allowed, but.JPEG is the normal extension for this type of file! Please advise as to a way I can submit these Photos without all of this extra grief and time! 

  Customer Answer

  Date: 05/29/2024

  The business did not address the concerns of the ONGOING active move process resulting in an EVOLVING complaint; and the BBB did not provide an opportunity to extend the time of the matter before notifying me the case would be closed (considering that the complaint was made on April 20, 2024, four days after the first pick up, which was performed not according to contract; with a second pick up to occur which has now occurred resulting in a transport that resulted in further issues and grief to me, w/second delivery that occurred on May 25.) The perception is that the issues have been addressed because I was offered $300 (which I have no evidence of in writing from Colonial), but this perception is inaccurate because the move process was not finished when I made my initial complaint for FIRST PICKUP only. I have asked the BBB about whether I need to file another complaint for the REST OF THE MOVE PROCESS, (Because the assumption is that the ENTIRETY of the move process would be monitored after the initial alert as to problems with a company), but that query was not answered. I will file a new complaint w the BBB and consult a lawyer. 

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Colonial Van Lines,I hope this letter finds you well. I am writing to express my deep dissatisfaction with the service provided by your sub-company, AA ***************** It has come to my attention that AA **************** is going out of business, and as a result, I am facing significant challenges in obtaining the services I paid for.Several weeks ago, I sent certified mail complaint letters to your company outlining my concerns, yet I have received no response. Additionally, my attempts to reach out to your offices via phone have been met with frustration as I continue to encounter unhelpful responses stating that no one can assist me.As a paying customer, I find this lack of communication and support highly unacceptable. I had entrusted AA **************** with my belongings and paid for services that are now seemingly inaccessible due to the company's closure. This situation is causing undue stress and inconvenience for me.In light of these circumstances, I am formally requesting a full refund for the services I paid to Colonial Van Lines for the relocation handled by AA ***************** Furthermore, I am willing to take on the responsibility of moving my belongings out of your facility to a new location before April 10, 2024. Alternatively, if Colonial Van Lines prefers to facilitate the relocation process for us at no additional charge, we would be open to that option as well.I urge Colonial Van Lines to prioritize this matter and provide a prompt resolution. It is imperative that you address the concerns of your customers in a timely and satisfactory manner. I expect to receive a response from your company within [insert time frame] days confirming the arrangement for a full refund and outlining the next steps for the retrieval of my belongings.Thank you for your attention to this matter. I trust that you will take the necessary actions to rectify the situation and restore my confidence in your company's commitment to customer satisfaction.

  Business Response

  Date: 04/09/2024

  **************** is not a customer of **********************, **** He is a customer of AA American Moving & Storage, **** and needs to contact them with his concerns. Thank you. Sincerely, Colonial Van Lines, ****

  Customer Answer

  Date: 04/10/2024

  Please forward complaint to American Moving and Storage I have been given such a run around

  Contacting corporate, sending letters and no response.
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21491349
  
  I am rejecting this response because:

   

  I have called the main corporate which owns American Moving and Storage.

  this is subsidiary of them.  No one calls you back and even after multiple calls and letter.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/15/2024

  As previously stated, ********************* is not a customer of **********************, **** His concerns need to be directed to the company he hired, AA American Moving & Storage. Thank you.

  Sincerely,

  Colonial Van Lines, ****