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:09/07/2024

  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.

  I first made contact with ****** from fusion van lines in April to secure their services for my move in August. I initially paid $546 as a down payment. When they first try to get a hold of you to secure payment, they are very responsive and almost **** you down. It all went downhill from there. As it got closer to my move out date, I kept trying to make contact to iron out a date to pickup my stuff. By this time, ****** was completely unresponsive and I was contacted by ****** who I have been dealing with since then and it has been nothing short of a nightmare. When the day came to pick up my things, 3 people (Max the driver and two other men) showed up in a U-Haul truck. I was very apprehensive about this because the impression I got was that they had their own fleet of trucks so I was a little puzzled by a U-Haul showing up. The driver Max then proceeded to tag my things and ended up tagging and charging me for an extra suitcase which I only noticed later that night that it had a green tag on it. I ended up paying another $3300+ the day of the move. He also tried to charge for 3 TVs even though I only have 2 TVs. He asked what day I would prefer delivery. I told him 8/20. Without my knowledge, he wrote 8/22 on the form I signed. It is now 9/7 and I still have not received my items, which means my entire apartment has been sitting in a hot truck for weeks. These people are crooks. ****** is competely unresponsive and only responds when it's convenient for him. I've asked multiple times if the truck is even in my new state of residence yet and still no response. I have been getting the runaround including telling me that there were mechanical issues with one of their trucks and my truck had to be rerouted. This was a week ago. He goes 5-6 days then gives a clearly manufactured response. Do yourself a favor and seek out a more reputable company to do business with. These people are thieves and crooks. Do your research very well and go elsewhere. They are exhausting.

  Business Response

  Date: 09/09/2024

  Dear ******,

  
  We sincerely apologize for the difficulties you encountered throughout your moving process and for any frustration this caused. It's always our goal to provide a smooth and stress-free experience for our customers, and we are sorry to learn that we did not meet those expectations in your case.
  

  Please know that we take these concerns very seriously and are continually working to improve our responsiveness and customer service. It is concerning to hear about the issues with delivery timeline of your belongings. We do everything possible to deliver to you as soon as we can. As we updated you on the Sep 5th your items will be loading to transfer it to you. Currently your items on the way and will take place for delivery on Sep 10  or 11. Depending on the traffic and road condition. We strive to maintain a high standard for our fleet and our services, and your experience does not reflect our usual practices.

  
  We understand how important it is for you to receive your items promptly, and we are committed to resolving this matter as quickly as possible. As a first step, we will investigate your situation further to ensure we address the miscommunication and any other issues that occurred.
  

  Please feel free to reach out to us directly so that we can assist you personally with your concerns. We value your business and want to make things right.
  

  Best regards,

  Fusion Van Lines 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22254448
  
  I am rejecting this response because: Some valuable items came to me destroyed. They do not operate under the ***** of veracity. When I first initiated contact with the company, I was not made aware that a U-Haul would be the truck deployed to pick up my items on 8/17/24. When my items finally arrived to me on 9/11/24, it was in a completely different truck, which means at some point, my items were moved over into a different vehicle. Some items I noted were damaged were broken bottles of oils, a 65inch ********** which has a white streak going down the middle of it, my dresser mirror which was completely shattered, a bent floor lamp, missing screws from my bed frame which has now rendered it very unstable. They seem to not grasp that lying by omission still has the operative word lying. I have had a very difficult time getting a hold of the *** I was in contact with. And now I am dealing with damaged items. I have attached some pictures. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/19/2024

  Thank you for your response. We appreciate your feedback and would like to address your points directly.

   

  Some items I noted were damaged were broken.

  Answer: In the inventory there is no remarks on broken items and your TV was delivered without any physicals damages. As we know the TV was packed by owner that means we don't know the condition prior your move. 

   

  I have had a very difficult time getting a hold of the *** I was in contact with.

  Answer: We have all recordings that shows we always was responding to you through email text message or phone call. Not including those times when you call after office hours. 

   

  They seem to not grasp that lying by omission still has the operative word lying.

  I believe its essential for us to have complete transparency to ensure a smooth process, and I hope we can address any misunderstandings moving forward. My intention is to resolve these issues amicably and find a satisfactory outcome for both parties.

   

  Sincerely 

  Fusion Van Lines 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22254448
  
  I am rejecting this response because: The TV was packed bubble wrapped by your drivers and the people hired from *********** I provided one box for the smaller TV, and they wrapped the 65inch TV which has damage. The TV was on when they came into the house to begin packing, and I have witnesses to this. There is now a white streak down the middle of the TV, there are also white stains on the TV and TV stand, and the TV itself is bent backwards and stuck in that position. The pictures attached show damage to my lamp, my TV and my shattered dresser mirror. The TV was on when this picture was taken. I paid over $6000 to have shoddy and careless work done. Each item was accounted and paid for and it is asinine to infer that anyone would pay money to transport an already damaged item across the country. Please look into this business. They conduct themselves very poorly and my case is not an isolated one. The ****** reviews speak for themselves and you can clearly see which ones are legitimate with evidence and which ones are manifactured reviews. I have now attached pictures of my broken lamp, the shattered dresser mirror and my TV
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had fusion van lines to transport my furniture to ***************. During the transport they broke one of my dining room chairs, broke a set of glass cups, lost my ironing board, and put a hole in one of my sleep mattresses. I called twice, sent and email, and text and no one will respond to me. The driver was informed he was short with me and said you have insurance call the company and file a claim and left. I would like my property replaced or the money to replace my items. Also they also did not give me a box that had my nursing uniforms. So I have had to buy new uniforms for my new employment.

  Business Response

  Date: 09/06/2024

  We sincerely apologize for the issues you have experienced with your move. We take full responsibility for the damages and the loss of your belongings during transport.

  But on this case items were damaged prior to the loading your furniture to the truck. All the pictures proving that your items been delivered to you and wasn't damaged by our company.  Inventory paperwork its showing all the items that was damaged before your move. 
  
  To address these issues, please contact our office as soon as you can. A representative from our customer support was trying to reach you with no success. 
  
  Once again, we apologize for the inconvenience this has caused, and we appreciate your patience as we work to make this right.
  
  Sincerely,  
  Fusion Van Lines 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22247741
  
  I am rejecting this response because:
  I received a call, but I have not been compensated or received replacement for my items. I am awaiting to see if they send me some forms. He claimed he put in a ticket. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/19/2024

  Hello **** *******,
  
  Per our last conversation regarding your claims for broken and missing items, we wanted to clarify that a rejection was placed because many items recovered at your residence displayed damages, as detailed on the inventory list.
  
  Regarding your missing items, we conducted an extensive investigation and concluded that no furniture or items were left behind; all items listed on the inventory were accounted for and delivered.
  
  If you have any further questions, please call customer support. 

  
  Sincerely,  
  Fusion Van Lines 

• Initial Complaint

  Date:07/19/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company destroyed multiple of our belongings and "misplaced" many of belongings during the move totalling $5,000 on damages.

  Business Response

  Date: 07/22/2024

  Thank you for bringing this matter to our attention.

  We sincerely apologize for the inconvenience and distress you have experienced. We understand the seriousness of the situation and are committed to resolving it promptly.
  Firstly, we attach the paperwork to our answer without additional notes about any missing items. Second, you hire your worker on the pick-up day to move your items to **. When our driver came to ** to do delivery he mentioned to us you were complaining about that worker he lost some of the items, especially box spring which is big enough not to be lost. It is our policy to ensure that all paperwork sign on delivery and all items are delivered. In other words, this complaint is not relevant to our company even after all the threats from your son.

   

  Sincerely

  Fusion Van Lines 

   

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The movers came on 4/28/24. I had already paid $1300 and it was supposed to be a balance of $2769, with $1661 paid at pick up and $1108 to be paid at drop off. The person who came to pick up said he couldn't give me what any additional would be until the truck was loaded. He calculated that the space taken up on truck was more that had previously been calculated, and this amount was $3,231 more. I felt pressured because at this point I feel caught in a trap. I tried to access the quote in my email but the link to see that quote was disabled . So, I felt I had no choice but to go along in order to get my belongings. I did understand it could be a little more but not over $3000 more. That put me in a bad financial situation. It's not fair that they do this to people.

  Business Response

  Date: 07/08/2024

  Hello. Answer to the complaint. The customer agrees to the change of their estimate. You can see the signed revised estimate. We don't see any request after delivery was done for claim department information. All the price changing was agreed by the customer. Thank you