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:09/19/2022

  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.

  Moved in 2021 - Rapid Van Lines packed up my stuff and charged me more after a lowball inaccurate estimate. It then took more than a month to get items to me - some damaged some missing and items only had to travel about 400 miles. **** was charged a fuel charge that was not disclosed (estimate said fuel included) until after signing paperwork and truck was loaded. Filed a claim on May 18 2022 for missing/damaged items as per Rapid Van lines claim packet and to date 9/18/2022 there has been no communication at all regarding claim other than one text message next day saying "received"after I inquired about whether the packet had been received. It has been more than 120 days and I have made multiple attempts to contact with no result via email as requested per claim packet - I have called the phone number listed on all paperwork and the website and when i called and asked about claims process/progress after taking my name the person who answered said it wasn't rapid van lines phone number. I'm just seeking a resolution to the claim process and notifying other consumers that this company has poor communication and poor customer service and that efforts should be made to improve this - it all seems to go down hill after you arrange pick up of items.

• Initial Complaint

  Date:08/24/2022

  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.

  Our order# RV4476405. Pick up was July 30, 2021 in *********. Our quote was done by phone (which I regret immensely) and when they arrived for pick up/packed up, it went from a quote of $11,000 roughly to almost $33,000. Told us we grossly underestimated what we had. We were closing in two days and had to be out of our house. They did hold on to our items for a month, this was prearranged. First truck arrived September 1, and it was full of our stuff. They lost track of the 2nd truck. It came on September 3, after delivering the first half to *****. And left well after it got dark and ended up hitting our stop gate pole. After going through some of our boxes, I called them immediately because a collectable guitar signed by *************** and *************************** from a ********* comic con in 2013 was missing. I even tried to see if it got delivered by accident to the other address in *****. Asked them to check their warehouse. I let them know I would be filing a claim and was told I had 9 months to file ****** I filed the claim with them April 13, 2022 by email and received tex confirmation from ******* April 13, 2022 that it was received and email confirmation from a ******* W on August 14, 2022 that it was received. I have followed up several times by emails, phone calls, text messages and even ******** messenger about the status of my claim and have never heard back. Several cell numbers I had from my initial move now say they are with ****** moving company. No one from Rapid Van Lines has contacted me back since I filed my claim. Not only was that guitar missing (and to replace it NOW is several thousand dollars), but collectable vases we paid THEM to box up broke, one of our tvs appeared to have been dropped on its side cause the screen is cracked. It was a terrible experience. When I filed I found the same guitar for$2000, now I can't find one for cheaper than $3,500.

• Initial Complaint

  Date:06/02/2022

  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.

  On 6-20-2021 Rapid Van Lines was paid $7,816 to move furniture and household goods from residence located at ***************************************************** to my new residence at **********************************************. Most of the furniture and goods delivered were heavily damaged. Entire rooms of furniture was missing. Rapid Van Lines was paid additional money to wrap and move art work. I filed a claim with Rapid Van Lines on 1/28/2022 including receipts for the damaged and missing furniture, and pictures of damage. Rapid Van Lines acknowledged receipt of the claim, but failed to follow up with action after multiple attempts to contact them.

• Initial Complaint

  Date:05/19/2022

  Type:Delivery 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 ********************************** to move from CA to ** last July 2021. When I items arrived, the truck was missing 10% of my items. The company told me that they accidentally left a pallet of items in their warehouse and would deliver the remaining items on the next available truck. I paid for my shipment in-full, as a good faith payment and that was the beginning of my problems. I sent email's to the company every other week and they kept promising me they would deliver it on the next available truck to the East Coast. After 3 months, the company admitted that they had lost all my items. There was nothing in their warehouses and I had to file a claim. I filed a claim which they held for another 3 months before approving. I signed the final issue resolution and have been waiting for payment for another 3 months. I've emailed them multiple time and their standard response is that they will escalate to accounting, but I have yet to hear any response from them. I've followed every step of their process from paying in full, filing a claim, allowing 90 days for processing, but at this point they are no longer returning my calls or emails. This issue has been outstanding for over 9 months now. They lost over $4000 of my stuff and are only reimbursing me for $438. I only want them to send me this final check so this issue can be resolved. Can you please help with this claim. I attached the settlement claim form

• Initial Complaint

  Date:04/13/2022

  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.

  On 6/16/2021 I entered into contract with RVL to make an inter-state move from CA to WA (Job# RV4469022). The contracted pickup date was 6/24/2021-6/25/2021. The actual pickup date was on 7/1/2021 after being given multiple excuses regarding logistics issues. The pick up was performed unprofessionally and they did not provide or take inventory of the items picked up. Actual delivery date was 7/23/2021 and multiple items were damaged in transit. Reported this issue immediately to RVL and was asked to submit a claim on 7/25/2021. Submitted a claim on 7/27/2021 with supporting documentation as required by the claim. Claim document said a response will be given within 30 days so I contracted RVL on 8/23/21 for an update and was told it would be 90 days instead. Contracted RVL after 90 days on 11/3/21 and was told the resolution went out via **** and was processed on 10/26. Went back and forth with RVL pressing for information and was sent a 'resolution' letter on 12/12/2021 stating that my claim was rejected because the supporting document I submitted with the claim was missing. Went back and forth to negotiate with RVL, but they advised requesting arbitration. Submitted a formal request for arbitration to RVL on 12/14/2021 and received acknowledgement of receipt on 12/20/2021. Went back and forth with RVL for an update on the arbitration and was told on 2/4/2022 that I would need to initiate arbitration on my own instead of having RVL open the arbitration procedure. Contracted the requested arbitration company and was told fees would be split 50/50 for neutral arbitration. Communicated this back to RVL as it is in line with their arbitration policy and they refused to take part in arbitration on 2/10/2022. Although their contract and arbitration packet specify they are responsible for 50% of the arbitration fee they require me to pay 100% of the fee which is not applicable with the arbitration company they required me to contact. Very unprofessional and fraudulent.