ComplaintsforExecutive Van Lines LLC
Moving Brokers
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Complaint Details
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Initial Complaint
03/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I paid a deposit to them last year for moving services. After having to delay the move I spoke with them and they said no problem as part of the contract we signed that I could still use them within a year of the move date. However at this point I can't reach them, at first it was busy signals constantly but now the line doesn't connect, the emails return with a DNS unavailable end and their website no longer works. So either they went out of business or their a huge scam.Initial Complaint
10/20/2022
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
I put a deposit down for moving in the amount of $697 and this company has not answered their phones keep getting busy tone. Now I have to pay a different moving company.Initial Complaint
10/06/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I was the victim of a bait and switch moving company scam. On April 13, 2022 I received a quote from ***** at Executive Van Lines (DOT *******) for a move on May 15, 2022. I gave the exact dimensions of all of my furniture and an approximate number of boxes. I was quoted $4452 for 470 cubic feet. I paid a deposit of $1660 at that time. I understood there would be an updated inventory call approximately a week before my move. When I received that inventory call, I told the representative from Executive Van Lines that I had more boxes than I had originally thought. They updated my moving quote to $6310 for a total of 600 cubic ft and I paid an additional deposit of $1000, making my total deposit $2660. When the movers showed up to pick up my things on May 15, 2022 I was told that they were a completely separate company and that Executive Van Lines was a brokerage who didnt do the actual move itself. This was an issue because now apparently I actually had **** cubic feet of furniture and boxes, bringing my actual cost to $13,065. The person who was there to move my things said he could not do anything about the change in cost so we contacted Executive Van Lines and spoke with ***** over the phone. She stated that I only had two options, as my contract states the estimate and cost could fluctuate. My options were - I could pay the $13,065 to move my furniture or I could forfeit my deposit of $2660 and cancel the entire move. I needed to be out of my apartment, so I decided to have them only move my boxes for a total of $7000 and 700 cubic feet, and sold all of my furniture in one day, greatly under cost as I needed it all out ASAP. If I had known the true cost was $13000, I would have sold my things and not used a service at all. All 9 other companies I originally received quotes from were nowhere near this large amount. But since I now had a severe time constraint, I was stuck. I called to complain and was told there was nothing that they could do for me.Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I hired them to move my furnishings from WA to AZ in April 2022; I cancelled within the cancellation window (June 5, and again June 14th) and received an email acknowledging my cancellation (from June 14th). I have yet to receive my refund of $2249.68. I have called and emailed them multiple times (now the phone rings busy; previously they were long waits and then I was told to email them at a new email address: ************************* the person on the phone couldn't do anything for me.) There have been NO responses from my emails. The moving estimate attached shows that I can cancel by June 15th for a full refund (see bottom of first page).Thank you,******Initial Complaint
09/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The transaction occurred on or about the 3rd of March 2022. I contracted with Executive Van Lines for a move which was to occur at the end of Sept. The down payment was for approx.$2,407.00 I would have to review my account to verify. Payment was made in the form of an electronic transfer from my checking at Chase. I made a call in late July to find out about changing my pick up date to sometime in late October. The person I spoke with took my customer # ********* and said to call back when I knew the exact date of my move. I attempted to call back today,09/10/22 and I get a busy signal. I was able to go to E.V.L website, and pose as a new client looking for a quote. After filling out the questioner, I was advised to wait to be contacted, or to call a phone number for quick response. The person answered representing a moving co. Other than E,V, and after explaining my situation, he seemed to recall hearing that Executive was no longer in business. That call ended with him hanging up. Another part of a scam? I contacted *****, and was told there was nothing they could do toward any recovery, since this was a checking trans and it was over 90 days ago. I will continue to attempt to reach someone at E.V.L (call me a *********) I am hoping BBB can assist in some form of recovery of my funds, and at worst, keep this from happening to someone else.Initial Complaint
08/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On March 31, 2022 we paid Executive for 58 boxes to be moved from ***** to ******* Within 5 to 7 days.When the movers arrived they stated although it was only 43 boxes, we were missed quoted and had to pay an additional $475 and the move would Take a minimum of 14 days and could take up to 21 days to arrive.We immediately called Executive Van lines and got customer service rep ****** on a three-way call with the moving company,As she argued with the moving company on Our behalf they agreed to only charge an additional $175 for ************************************************************************** access of 14 to 21 days.The ************** as well as Executive Van lines is in violation of the stated written contract When we refused to pay the additional monies the mover left we requested a full refund of our deposit for not honoring the signed contract. On April 22, 2022 Executive Van lines management contacted us and stated they would refund our money but we would we would have to sign a non-disclosure agreement and delete all negative reviews of this experience We have done our part and complied with Executive requirement to take down all reviews.To this date. Executive have not refunded our deposit have not answered emails or returned phone calls.On August 13, 2022 I finally got through to customer service and the agent stated that they are so backed up with complaints and refunds it could take 3 to 4 months to get the refund resolved.At this point we feel Executive is refusing to refund Therefore, we are re-posting our review Only use a reputable moving company not a third party Broker And certainly not this un ethical company Job # EV6121481Customer response
08/23/2022
To date I have not received any response or communication from Executive Van lines 8-23-2022
***************Initial Complaint
08/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Re: Job #******* See attached detailed complaint. Brief summary: On 5/7/22, I spoke with ****** *****, customer service rep. I felt very pressured to sign the contract. I was told that if I even got off the phone "to think about it for a while," I'd lose the "great deal" he had been able to secure for me. But if I signed now, then that price was "locked in," even if we had to change dates. The deposit was $822.00, which I have a copy of the draft from my bank, but never received a receipt from Executive Van Lines. We were told by ****** that the truck would arrive during a 3 day window (6/26/22 - 6/28/22). ****** also stated that we would receive a quality assurance phone call approximately a week before the pickup window. He also stated that he would be sending me the name and address of the trucking company that would be picking up our items, as we'd need that info for the money order. I never received that information. I received a "welcome" email that reiterated the job # and to anticipate a quality assurance phone call a few days before the move. This email came from ****** *******, verification manager/scheduler. I received a second email from her that same day. This email told me that I would receive that quality assurance phone call on 6/22/22 at 7:00 p.m. EST, and that I was expected to be available to take that call. I waited for that phone call and it never came. I called customer service on multiple occasions and waited hours each time to speak to someone, but no one ever had any answers. They took our money ($822.00 deposit) and did not deliver the service promised. It is now 7 weeks after the scheduled move, and the company has yet to reach out to me. They literally took our money and blew us off. I expect a full and immediate reimbursement of our deposit of $822.00. I expect this without delay and without excuses. It is important to see the attached document for additional details that wouldn't fit here...Customer response
08/29/2022
In response to your question, I have no heard from the company in months. They stole our money by accepting a deposit and then neglected to honor the agreement and provide the service.Initial Complaint
08/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
i was contacted by phone. Spoke with the rep. *** given a fair price. I was emailed an estimate and paid a good faith deposit, I was told I would receive a quality assurance telephone call. No call. My estimate showed the moving pickup to be 6/28 - 6/30. *** called the evening of 6/28 and told it would be 6/29. 2 hours later was called and told I was changed to 6/30. 6/30 no show,,,,,,texted and was told truck broke down and would be there 7/1 between 6 and 8 am. No call, no show, no text.I have called, texted, emailed. No replys!!! It is now two months and have heard nothing.I flew in to be there and incurred additional expense but all I want is my deposit back for a job that did not happen.I paid $ ********. Exective Van Lines Job # EV6183865Customer response
08/25/2022
No, as of today, August 24, 2022, I have not heard from this company. I did send a certified letter, return receipt requested, it was signed by Registered Agent. Still no reply.Initial Complaint
08/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was called and basically talked in to using their service. Was guarantee it would all go well. I've been reading lots of negative things so when I try and call them I'm always on hold. I have not gotten my call for the move yet. I want to cancel the service and try and find another company because they are supposed to move My daughter to college. She can't afford to lose her things or go with out. I want my deposit back!!!!Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had a move scheduled from Florida to Connecticut with a storage for 2 months and the movers never showed up or gave the deposit back and basically ignored my mother-in- law. She is 85 years old and it is embarrassing that they would treat the elderly like this by stealing their hard earned money that they need to live. Please post this huge mishap and see if this company can return the money to her. ***** **********
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Customer Complaints Summary
51 total complaints in the last 3 years.
0 complaints closed in the last 12 months.