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:10/16/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people are scammers and Thieves!!!! They claimed to have completed their contract with me because they were only brokers who provided me with a moving company. movers quoted me an additional 6000 on a move I have already paid $2000 in deposits. ******* is in a STATE OF EMERGENCY and i would like my deposit back. they did not provide a fair estimate and now I am out 2000. I have pictures I sent them. lots. so I did not upload any.******* **** *******************

• Initial Complaint

  Date:08/16/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with Venture Van Lines to move my belongings from ****** to *******. They requested a bank transfer of $800 as a deposit, which I paid. Two weeks before the move, I tried contacting them. Neither phone number they had provided was operable. Their website was no longer functioning. I tried texting and emailing them, no response. I used their US DOT number ******* and realized they do not have authority for interstate transportation of property so it would have been illegal for them to enter that contract with me. They have not responded to my request for information and have my $800.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company for a move initially 10/2023 paying $1347 as a deposit; a few days later I had to put the move on hold. The move can be on hold for up to 24 months with no issue per the company (email/phone communication). I reached back out via email 3/28/2024 to reschedule my move with a response of "someone will be reaching out to you" and no one has yet. I plan on moving at the end of October 2024 so I called the company today at ************ with the number being "temporarily unavailable". I have also sent a follow up email with no response. I have no other way to reach them and that was my money to move back home. My bank can't help me because it's been so long ago. I need my money back or them to move my things at the least (I'd prefer to not work with this company anymore if I have the option).

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a moving company to have my furniture moved from ******** to *******. I paid a deposit of $1193.00. I was called a week before my move and told that they wouldn't be able to fit all my belongings on the truck they had so after being put on hold- the manager **** said she had another truck and she could guarantee that they would pick up on Monday May 13th between 8am and Noon. But I had to pay an additional $700. Which I did since I was driving from ******* to be in ******** just for this move. I was told someone would call me 2 days before to confirm the arrival time of the truck. No one did. I called the morning of the move (they did not open until 9am) and was told my move wasn't going to happen until the next day. I explained to the person that I paid **** $700 to be picked up that day. He said he couldn't do anything. After much begging on my behalf he said he would call someone. It was almost 11 am at this point. I had to leave ******** by 1 pm to get back to *******, During my last call to Venture Van Lines I told them that I could not wait any longer and I had to get back on the road. I made the mistake of stating I would have to call the credit card company and then Venture Van Lines started calling me stating they would have someone there by 5 pm after I paid $700 extra to have someone there in the morning. Then they sent me an email at 3:41 pm stating I cancelled my move so they would be keeping my deposit. I feel like they never had anyone to pick up my items to begin with. Also they told me I had to have the balance paid in 2 separate cashiers checks. I disputed the charge with my credit card company and Venture Van Lines somehow convinced my credit card company that the service was completed. Please help me and stop these people from doing this to other people.

• Initial Complaint

  Date:05/22/2024

  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.

  1) date of transaction: 11/8/2023 2) amount paid (electronic check) $600 3) cancelled within their 72 hour cancellation window via email confirmation that was sent from the company 4) nature of the dispute is that the company indicates this statement via email: Most refunds should be issued in 5-7 business days (Not including Weekends or Holidays). We ask that you please allow us up to 21 business days to process your refund in order to review the file and ensure that there has not been a dispute from your bank. We understand how this can be frustrating, however we must protect ourselves from refunding a disputed payment. If you have any questions you may call our customer service team at the number listed below. 5) business has yet to return calls or emails that was sent for the dispute 6) this is the order service Reference No: U4903608 **I'm just looking to get my refund is all that I ask for**

  Business Response

  Date: 05/15/2024

  This complaint is not meant for our company.  There are multiple Venture Van Lines and after reviewing the information sent, we do not have any record of this customer moving.  We do not and have never had a *********************** that worked here. 

  Customer Answer

  Date: 05/18/2024

  
  Complaint: 21694864
  
  I am rejecting this response because:

  I have all documents document with the company information and email threads that was initially sent to BBB
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 05/20/2024

  This is not our company.  Our DOT number is 3489855.  We are based out of ********** not **************  Take this down.

  Business Response

  Date: 05/28/2024

  To whom this *** concern,

  As we previously discussed as well written directly in our contract with this customer the appropriate way to cancel a reservation/ move with us is to email into customer support. This is mandatory in order for our staff to keep track of dates/times of the cancellations and for us to have everything on record. I have looked through all support emails and personal emails of the sales agent and am unable to locate any cancellation email from this customer. As *** stated prior to this I will need proof of the cancellation email and then reimbursement will be granted given the dates/ times of that email align with our cancellation policy. Please reach out to our office for further assistance with this matter. If the call is missed that *** mean the lines are in use as we service thousands of moves. Please note that we are looking further into this matter to hopefully come to a resolution asap. Thank you in advance. 
  

   

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21694864
  
  I am rejecting this response because: I need to know is who and how to reach the upper management. This is not going anywhere but going back and forth without any resolution. I've called and emailed customer service regarding this matter and whoever reads the emails failed to respond. By avoiding this matter is not resolving anything. Please reach out to me since I've done this multiple times already and still no reply. My email is **************** Hope to hear from your office.

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

• Initial Complaint

  Date:05/20/2024

  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.

  Venture Van Lines completed a move for me on the 4-5 of January 2024. During the process of unloading, they unfortunately dropped and smashed 2 pieces of professionally framed artwork, 1 from ***** and 1 from ******. The gentlemen conducting the move apologized and immediately notified the company headquarters via group text that it was their fault and that they provided me the necessary information and method to process a claim for repair. Subsequently, I had the item professionally repaired and sent an email stating it was being repaired and the total for the repair was $352.07 on January 18th 2024. On January 19th, I received a reply asking for the receipt to be emailed, when I get them, so that it could be forwarded to the claims department. On January 20th, I submitted the receipts via email and received a response that they had been forwarded to the claims department. On January 21st, customer service indicated they had received those receipts and forwarded onto the claims department and that they will get back to you asap regarding your reimbursement. Since then, I have not received a reimbursement, I have emailed, called numerous times and still nothing. Most recently, I have been forced to leave a message because no one will answer when I call. The following verbiage is an untrue statement from Venture Van Lines: We take all customer concerns seriously and strive to address them promptly and fairly. Venture Van Lines response dated April 20th, 2024, to a customer complaint originally made on April 10th, 2024. Please understand, this is the opportunity for you to do the right thing, Send the reimbursement without delay and I will remove this complaint. There is no need for a lengthy dissertation about how you value customers, or some type of reply that indicates my facts are not true, they are.

  Business Response

  Date: 05/21/2024

  To Whom this May ****************** records indicate that the customer reported damage to the  artwork post-move and opted to have it professionally repaired without first filing a formal claim with us. As stated in our contract and the claims process documentation provided prior to the move, the standard coverage for damage during a move is $0.60 per pound unless additional insurance is purchased by the customer.
  
  Unfortunately, because they did not file a claim through our established process and chose instead to proceed with the repair independently, we are unable to reimburse the full cost of the repair. We understand the frustration this may cause and appreciate the understanding that we must adhere to our policies to ensure fairness and consistency for all our customers.

  customer satisfaction is a top priority for us so we are going to reach back out and address this situation with the customer directly as well. Thank you kindly 

  ****************

  Business Response

  Date: 05/21/2024

  To Whom this May ****************** records indicate that the customer reported damage to the  artwork post-move and opted to have it professionally repaired without first filing a formal claim with us. As stated in our contract and the claims process documentation provided prior to the move, the standard coverage for damage during a move is $0.60 per pound unless additional insurance is purchased by the customer.
  
  Unfortunately, because they did not file a claim through our established process and chose instead to proceed with the repair independently, we are unable to reimburse the full cost of the repair. We understand the frustration this may cause and appreciate the understanding that we must adhere to our policies to ensure fairness and consistency for all our customers.

  customer satisfaction is a top priority for us so we are going to reach back out and address this situation with the customer directly as well. Thank you kindly 

  ****************

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21736075
  
  I am rejecting this response because:  Your records and your facts are wrong.  Your staff clearly reported the damage to you via the "group chat" as reported to me by the movers on site, within 1 minute of breaking the artwork.  Your staff communicated the process to repair in person and via phone calls prior to my submission of the repair bills.  They then asked me to get it repaired and send the bill for repair, which is exactly what I did. You again have the opportunity to do the right thing, but are choosing not to.  Your response and lack of integrity says much about you as a business and your failure to make good on your promises and force me to communicate using the BBB to even get you to answer my numerous inquiries is a indicator of what your company stands for.  You again have the opportunity to do the right thing, unfortunately, you are choosing not to honor your staff's promises and have shown a propensity to tell the customer one thing and then do another.  I have yet to hear from your company, even though you have stated that you will reach out. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/28/2024

  To whom this may concern,

  we apologize for any misunderstanding or misinformation regarding this matter. Reasons like this are why everything is listed in our signed contract because mis information can happen easily when asking crew members. We have a claims process we must go through for every damage this is why moving companies are bonded and insured. However I have escalated this issue to our owner and they will be assisting you with this matter to get this taken care of asap. Thank you in advance.

  ************;

  Customer Answer

  Date: 05/28/2024

  To whom it may concern:

  Request to keep this case open and give the business the opportunity to contact me for resolution as they have stated.  If they contact me within the week I, and the case is resolved, I will close it out with that information.  However, if they don't contact or follow through, then I will reject their response.  Is this something we can do?

  Thanks-

  -*****************

  ************

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21736075
  
  I am rejecting this response because:

  While I thank you for your response, this business has not reached out to me.  A simple phone call to explain where you are at with the process would suffice, especially given how many times I have contacted you via phone/text/email.  I appreciate your written desire to work with me, but actions are what matters and I have been told at least 6 times that someone would call me regarding this matter.  Not one time has the business ever returned a phone call regarding this matter, and now will not even answer my phone calls to them.  I encourage you to reach out to me and make this right.  Once you do, I will happily respond to the BBB and indicate that your company has negotiated in good faith, done the right thing, and what their employees guaranteed me they would do in person and via phone calls.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/13/2024

  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 main COMPANY sales person, ***********************, does not return my calls about an overcharge for moving some furniture and mostly boxes from two apartment complexes in ***************** on April 30 to ****************** -- currently, the goods are in storage in ********* because the actual *****s were with Crystal ****** in ********Here is the email i sent ****************** and the only person who gets back to me is someone named "****" and i keep having to repeat all of this to him. He has yet resolved the problem;.your original estimate for my move,was $2876, at 520 cu ft.The 2nd one, after we spoke by phone and i gave you a more-accurate list, went up to $3391 , but you only put it at 582 cu ft, and when in reality i was cahrged for an additional 165 cu feet -- x 3.12 per cu ft. Equals $515 -- which means BOTH apartments had 680 cu feet of stuff.So, when Crystal ***** arrived at the first location, **************************************************************************, they claimed I had 650 cubic feet from just hat ONE location, which is not true.That's because they used only 1/3 of the truck and 4 lanes and just 2 additional lanes for the 2nd apt. At 4500 south four mile run. The Penske truck only holds 1700 cu ft. Ill forward the email from penske. At most 1762.But crytal charged me for 900 cu ft. Even if my load was 800 cu ft, i never should have been charged TWICE.I am now looking at 4700 for this move! That is not fair.Either you or they over charged me and I want the amoiunt refunded. I should really only be charged for 700 or maybe 750 cu feet, and yoiur quote accommodats that.Look for the email from Penske and heres a link to the truck they used and the dimensions; ****************************************************************

  Business Response

  Date: 05/15/2024

  To Whom This May ******************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">We understand the customer's concerns but would like to clarify the situation. While we appreciate the customer's understanding of sizing of his items and truck capacity, it's important to note that certain factors, such as non-stackable items and fragile goods, can impact the overall volume and arrangement within the truck. We've engaged in multiple conversations with the customer to explain the revision thoroughly, providing documentation from the onsite assessment. Furthermore, the customer agreed to the charges and signed off on them on the day of the move, indicating their acceptance of the terms. We remain committed to transparency and fair pricing and have taken all necessary steps to address the customer's concerns. 
  

  ****************

• Initial Complaint

  Date:04/10/2024

  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.

  Quoted $2500 on Feb 2024, day before the move/ 3/22/24, quoted $4700 for a 1 bedroom apartment to be transported to ** from ***********. Day of the move, stated, it is now $7900. I initially paid $1900 with Venture Van lines/ ************ , the broker. The moving company, stated, I have to pay them, not the broker, it is now 2 weeks, and I have no idea where my belongings are. According to Crystal ******* *transporters* ( Mark/ ************) I have to pay them $6000 or else my things will not be moved, and it will remain in storage, in ***********, **********, and I will be paying the storage fees. I have no idea where my belongings are and I was not aware of my things being held in a storage before being shipped.Venture Van lines refuses to answer my calls and when they do pick up; they refer me to the transporters aka Crystal Movers/ Mark ***********. The documents, I signed are from a different company and not from Crystal ******* I found this out after the incident. ****** movers are not the transporting company, hence they used a false document with no valid signature from Crystal ******* Extra costs was added on the day of the actual move instead of 4700.My belongings is now being held hostage and for a ****** of $6000.

  Business Response

  Date: 04/11/2024

  To whom this may concern,

  this customer gave an inaccurate list of items initially to our sales rep when receiving her estimate. We also have a quality assurance call to go over all inventories 3-5 days prior to each move, which in this case the customer still didnt provide an accurate list. The day of the move the space she needed in the truck nearly tripled. When inventory is added the price goes up as well as labor and fuel service charges. In addition to this, we explain to our customers during the verification call that all moves are split into 3 payments the initial deposit then half is due at pickup and the rest at delivery. In this case the customer paid her deposit and made no pickup payment. The deposit she placed on her credit card was then charged back on her end so at this point zero payment has been received for the labor and time for the services rendered. When payment is not received the items are held in storage until payment can be made. Once this happens the carrier will deliver the goods at an agreed upon date that works best for the customer. Long distance/cross country moves take quite a bit of planning and intensive labor and when the funds are held up the entire move gets held up as well. We ask the customer kindly to reach out to our office with any further questions. We strive to ensure transparency in our services and we want to make sure the customer gets her belongings in a timely manner. 
  

  kind regards,

  ************;

  Customer Answer

  Date: 04/12/2024

  I did give an accurate description of my belongings, I called numerous times and made sure everything was checked. Unfortunately since no one cared to reply to my numerous efforts to reach out, I did indeed dispute my credit card.

  The space did not double, if the ********** movers that you provided failed to stack my boxes as expected.

  I paid for 40 boxes, which would have cost 800 versus being charged at 1300 per Crystal *************** have lost fate in your company, and wish to come to census.

  I will pay $4700 and not a ***** more. Unfortunately no one should be hassled from $3000 at the contract signing in 11/14/2023, then $4700 the day before the mov 3/22/24 . And later, it was doubled on the day of the move to $7900, my things are sentimental but definitely not worth $8000 especially when it's used. I strongly believe the entire process has been unfair! The is no peace of mind, knowing, if I pay 3000 now, that my belongings will be transfered to *******. And in the event my fragiles are broken, your company will not reimburse me. **** from Venture Van lines hangs up on me and now I continued to be hassled from Crystal ******* who anonymously refuses to give me his last name of company address. I signed paperwork for ******************* instead of Crystal ******* everything truly seems like a scam. At this point I feel as if I should pay the balance with my cc when everything is delivered undamaged and in ********

   

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21554669
  
  I am rejecting this response because:

  I did give an accurate description of my belongings, I called numerous times and made sure everything was checked. Unfortunately since no one cared to reply to my numerous efforts to reach out, I did indeed dispute my credit card.

  The space did not double, if the ********** movers that you provided failed to stack my boxes as expected.

  I paid for 40 boxes, which would have cost 800 versus being charged at 1300 per Crystal *************** have lost fate in your company, and wish to come to census.

  I will pay $4700 and not a ***** more. Unfortunately no one should be hassled from $3000 at the contract signing in 11/14/2023, then $4700 the day before the mov 3/22/24 . And later, it was doubled on the day of the move to $7900, my things are sentimental but definitely not worth $8000 especially when it's used. I strongly believe the entire process has been unfair! The is no peace of mind, knowing, if I pay 3000 now, that my belongings will be transfered to *******. And in the event my fragiles are broken, your company will not reimburse me. **** from Venture Van lines hangs up on me and now I continued to be hassled from Crystal ******* who anonymously refuses to give me his last name of company address. I signed paperwork for ******************* instead of Crystal ******* everything truly seems like a scam. At this point I feel as if I should pay the balance with my cc when everything is delivered undamaged and in ********

   

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

  Business Response

  Date: 04/20/2024

  To whom this may concern 

  We take all customer concerns seriously and strive to address them promptly and fairly. In this case, the customers initial inventory estimate significantly differed from the actual amount of items to be moved, resulting in an adjustment to the agreed-upon pricing. Despite our efforts to accommodate the situation, including multiple rescheduling attempts and providing documentation of the agreed terms, the customer has not cooperated nor made any payment towards their move. As a professional moving company, we adhere to transparent practices and uphold our contractual agreements. The items in question will remain in storage until the outstanding balance is settled. We encourage the customer to reach out to our office as soon as possible to reach a resolution. 

• Initial Complaint

  Date:04/07/2024

  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.

  Venture Van Lines LLC, **************** number ************, moving company that I planned on using from ********** to **************** until I found another option after making down payment online which was required per *********************** who initially helped me over the phone conversation. I had 72 hours to cancel in which I canceled within 24 hours - this is the job number provided U4903608 **email notice that was sent on 11/09/2023**Dear *******************,This email is to confirm that your move has been cancelled within our 72 hour cancellation window. Most refunds should be issued in 5-7 business days (Not including Weekends or Holidays). We ask that you please allow us up to 21 business days to process your refund in order to review the file and ensure that there has not been a dispute from your bank. We understand how this can be frustrating, however we must protect ourselves from refunding a disputed payment. If you have any questions you may call our customer service team at the number listed below. Sincerely,Admin Moving Consultant Venture Van Lines LLC Make Moving Great Again!************ I had called ***************************** after a month waiting for a refund, I was told it was mailed to an old address not the current address and was told that will be corrected. Still til this day I've been trying to call and reach out to their office via email, no response or call back regarding the issue. I have email trails of what was sent and no reply and also have a copy of the invoice for the down payment.

  Business Response

  Date: 04/08/2024

  To Whom This May ******************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">Upon reviewing our support email, we couldnt locate a cancellation request from the customer regarding their move. In order to process the refunds correctly and on time we require the customers to email the cancellations within 48- hours to: **************************************** This matters because this is seen by all departments and upper management. Unfortunately I have not been able to locate this email. We will be happy to refund the customer if this initial email can be re sent showing the date/time when it was sent to support to cancel the move. Thank you in advance. 

  Customer Answer

  Date: 04/10/2024

  I've attached the following emails from the start to cancellation. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21543126
  
  I am rejecting this response because: I have a date of 11/09/2023 an email confirmation stating that the move has been cancelled within 72 hours of the cancellation window. I have all the documents from day one til the cancellation. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/11/2024

  To Whom this may concern,
  

  We apologize for any inconvenience experienced. After reviewing all files involved with this customer there was no cancellation email sent in to our team. In order to assist further, we kindly ask that the customer forwards the email confirming this cancellation to our support email for evaluation by our management team. Upon review, if its determined that a refund is applicable, we will process it promptly. We appreciate cooperation and we look forwarding to resolving any issues. We strive to meet our customers needs and look forward to getting this resolved.

  Kind Regarss,

  *********************;

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21543126
  
  I am rejecting this response because: the company wanted me to forward the email when the attachment has been included for this matter and was emailed to the support team. on 1/26/2024, 2/29/2024 and 3/20/2024 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/05/2024

  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.

  On December 15,2023 we entered into a contract providing a 50% deposit for our future move September 2024. After reading reviews we contacted the mover to cancel the following day. The deposit was put on a charge card a dispute was filed with the charge card and the mover has informed the credit card company that we failed to cancel in the timeframes of 48 hours. This is erroneous. The movers originally advised that they would refund by check within 21 days it has now been over 60 days and have no resolution to this as my charge card will not assist with another dispute

  Business Response

  Date: 03/06/2024

  To Whom This May ******************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">Based on our records and call logs, after your initial call to cancel, you decided to proceed with the move during subsequent conversations. Unfortunately, due to the specific cancellation window, reimbursement is not possible after a certain timeframe as the funds are allocated for the planning of the long-distance move. We understand the situation isnt ideal and are here to address any further concerns or explore alternative solutions within our means. We abide by our contract cancellation window due to the nature of the business and all of the planning and materials needed prior to the move date. We hope this addresses any confusion on this matter. Please reach out to our office if further clarification is needed. 
  

  Kind Regards,

  *********************;

   

   

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21391247
  
  I am rejecting this response because:

  first of all the 48hr cancellation window was never disclosed as this contract was entered all via telephone without us seeing the contract before signature 

  we did in fact meet the cancellation window and was advised we would receive a refund check even though the deposit was paid by credit card within 21 days 

  the Business continued to communicate with my husband making all sorts of promises for our move including possibly packing items and providing boxes 

  At no time during these conversations did the cancellation get revoked 

  therefore the company is providing false information as they have done so to my credit card company including indicating that letter have been sent which is pretty funny as no documents or letter have been received at our home

  we have only communicated that we are seeking to refund of the deposit We have emails that were sent with regards to the refund and have not ever received and respons

  my husband has even reached out to this business and no one is responding to his calls and communications 

  it is very unnerving that a company that is a broker can cause so much unease in something that is supposed to be happy adventure 

   

  I would like this issue resolved in a timely fashion or my attorney will get involved

  if this issue is not resolved I will be happy to ************* and family away from utilizing this company as well as anyone that is looking to relocate

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

  Business Response

  Date: 03/08/2024

  To Whom This May ********************* and the General manager have all documents on file with the customers signature. The signature cannot be signed without the customer being sent the contract. The signature is a part of the contract. Which has now been sent multiple times to this customer. Its important to notate that we are not going against any company rules or regulations thats listed within our agreed upon terms, which we take very seriously. All cancellations have been made outside of the cancellation window to receive reimbursement. We have also went through call logs and no calls have been missed or not recieved a call back. We encourage the customer to please call us at the customer service number if there is need for further clarification or if documents need to be re-sent for proof of signature/dates/timeframes.

  To ensure smooth business operations, its crucial we adhere to our company policies and agreed-upon terms. The disbursement of funds, as a moving broker, follows specific time frames, and our refund policy is in place to maintain transparency and fairness in these transactions.

  Best Regards,

  *********************;

   

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21391247
  
  I am rejecting this response because:
  First of all the contract was not sent prior to signing and we were advised at the time of the initial communication that we had extensive time frames to cancel that *** reduce the amount of the initial deposit returned depending on when we canceled

  the company in their initial response indicated that we in fact canceled within the guidelines 

  the company informed us that a check would be mailed out in 21 days

  the Continued conversations had after the cancellation was initiated by the company and every call ended with us indicating that this was cancelled 

  this is why in fact I filed a dispute right then and there with my credit card as this company has been reported numerous times as scamming the customers money

  I wish get this resolved or I will take legal action

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