Complaints

This profile includes complaints for D.N. Vanlines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  D.N. Vanlines, Inc.

  2 Beeman Rd Northborough, MA 01532-2048

  
• 

  D.N. Vanlines, Inc.

  15 St. Mark Street Auburn, MA 01501

  

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:01/21/2025

  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.

  D.N. Vanlines was contracted to move my belongings from *********** to **************. I am currently serving in the Navy and the Navy moved me so I had no choice on which provider I used. They picked my belongings up on 22Nov24 and delivered on 25Nov24. Upon receipt of my belongings it was noted that one of my boxed were missing. I was told that they were going to look for it and they would ship it to me. About 2 weeks later I was told that they have found the box and would be shipping out. After a while I called them asking when they were going to ship and they informed me that they had to locate my box even after I was told that they found it, and that they would reach out once they did. I called quite a few more times and got the same response. Finally on 03Jan25 I was told that they located it and created a shipping label and that it would be shipped on the third. I've been constantly viewing the tracking number and ***** still says they have not received anything. On the 16th of January I sent an email inquiring about the status of shipping and was told that they were going to move it that day. I still have yet to see any updates pertaining to the return of my personal property

  

  Business Response

  Date: 01/21/2025

  Hello Mr. **************** apologize for the delay. Your boxes (there are 2) we dropped off at ***** today. We had ordered three separate ***** pickups previously and they failed to show up. The boxes were too big to fit in a passenger vehicle. Rather than trying to order another pickup, earlier today we took them in a truck to ***** and dropped them off. The tracking numbers are ************ and ************. You should see them moving via the tracking now. Again, I appoligize for the stress this caused you. 

  Sincerely,

  **** *****
  General ***************************

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/16/2023

  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.

  I contacted  DN Van Lines on 2/10/23 to schedule a move for 2/17/23. They confirmed availability for 2/17 and I scheduled it. I got a call from them on 2/14 to confirm the move for 2/17 as scheduled.On 2/15 I got a call from them saying that they were on the way. When I asked why they were coming on the wrong day, they told me it had always been booked for the 15th. I was then told that a contract was emailed to me to confirm the move and that I would be responsible for a cancellation fee of $338, an initial deposit of $169, and another $169 deposit would be required to reschedule.I never had the chance to validate the information or confirm a contract for 2/15. I explained this to the employee and she referred me to management and she asked I rebook for the date I originally requested.After speaking with management, I was told that even though I did not accept the original contract, that it was binding, and I would still be liable for all fees associated with the contract. Nobody was able to provide me a copy of the contract with my confirmation. I was then told that the 2nd appointment I made would not be honored unless I agreed to pay the fees associated with a contract I did not confirm. I asked the business to provide the confirmed contract, and at that time I would sign the appropriate paperwork. They were unable to provide it to me. They answered my questions by saying that they were following the terms and conditions of a confirmed contract for the 2/15 move, but still did not share a confirmed contract. At that point, I expressed that threatening not to honor a confirmed contract until I honored an unconfirmed one was bordering the line of extorsion and I would just like to honor the contract that was confirmed. This is when their sales manager, Dan C, said they would not be coming to my property on Feb 17th as scheduled, and that they would be keeping the second $169 deposit associated with that confirmed contract.Total Damages: $500+

  Customer Answer

  Date: 02/16/2023

  They withheld two deposits from me which totals to $338. I would like them to return those funds to me, as the first deposit was to schedule service for 2/17, which they booked incorrectly. Mr. C then said they would not honor the contract I agreed to when re-booking my appointment unless I agreed to pay a late fee on an existing contract that I never agreed to. I told him I was not comfortable doing that until they could provide proof I confirmed the original contract. At that point, he said they would not send anyone for my move tomorrow and that they were keeping my 2nd deposit.

  So to clarify, they took an initial deposit of $169, came to move my things on the wrong day, then I needed to pay a 2nd $169 for them to reschedule but refused to honor that contract until I paid a late fee for their mistake. Total deposits withheld unjustly total $338.

  Please let me know if I can provide any further details.

  Thanks,

  ****

  

  Business Response

  Date: 02/17/2023

  On Friday 2/10/23 DN Van Lines received a request for services from ***************** for a move from ************ to *********** to take place on Wednesday 2/15/23. On Friday 2/10/23 a quote for services on 2/15/23 was provided by Move Coordinator Elizabeth J.  Mr. *********;subsequently placed a 1 hour deposit ($169) and reserved the service for 2/15/23 with Ms. J. Following the placement of the reservation, on 2/10/23 at 10:51:56 AM, an order for service (Confirmation Letter) was sent to ************ with a move date of Wednesday 2/15/23. On Tuesday 2/14/23 at 2:30 PM Ms. J performed her regularly scheduled confirmation call the day before the scheduled move. Ms. J spoke with ************ and confirmed arrival the morning of the following day to provide service. On the morning of Wednesday 2/15/23 the DN Van Lines crew gave ************ a customary pre-arrival call approximately 30 minutes prior. At that point ************ informed the crew that he didn't want to take service that day, but instead wanted service two days later on Friday 2/17/23. ************ then called into the main office and spoke with Ms. J. He explained that he did not want to take service until Friday 2/17/23. Ms. J explained to ************ that service could be provided on Friday 2/17/23 but since the crew was already dispatched, in accordance with the contract, a two hour plus travel time assessment would apply. ************ indicated that he did want to reschedule to 2/17/23 but was frustrated about the last minute cancelation fee. **************** concern was escalated to sales manager  Dan C. Mr. C explained to ************ that per the contract a fee $422.50 which accounted for 2 hours plus travel time (2.5 x $169) would be lowered to $269.00 ($100 plus the $169 deposit). ************ admitted receipt of the initial confirmation letter, but stated that it was filtered into his junk mail folder. The two seemed to reach an agreement and a second deposit of $169.00 was taken to reserve the date of 2/17/23. Subsequently credit card authorization forms were sent to ************ in line with understanding reached with Mr. C. Upon receipt of the authorization forms ************ replied stating that he did not want to sign them. Subsequent communications on the phone with ************ were inappropriate and ended with ************ calling Mr. C, a "****** ***********"  In response on 2/16/23 at 11 AM Mr. C sent ************ an email stating, "This email is to confirm that, per our conversation, you have elected to cancel your reservation with DN Van Lines initially scheduled for February 15th and then rescheduled to February 17th." Following the cancelation we received inappropriate communications from **************** brother which stated in part, "my brother tried to use you and Dan the *********** tried to charge him for your mistake and extort him for services that you never rendered." At this point the only amounts that were charged to ************ were two $169 deposits. While per contract DN Van Lines is entitled to damages beyond the amounts charged, both charges have been refunded, resulting in a situation where ************ has not compensated DN Van Lines a single penny. *************** attachments included a copy of the Confirmation letter provided for the rescheduled date of service. Attached to this communication is the original confirmation letter that was sent to ************ for a move date of 2/15/23 as well as refund receipts for the 2 deposits taken. There is really not much more to be done in this case, and we wish ************ nothing but the best.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: ********

  I am rejecting this response because it is filled with lies and inaccuracies:
  
  1) On 2/15, I did not inform the company that I did not want the service, I told them that it was scheduled for the incorrect day and that nobody would be present to meet them as I took time off work for the day I originally requested. I sent an email after speaking with Liz that stated "This is not the date we originally discussed on the phone. When I was called yesterday, I believe I was told we were confirming for Friday 2/17." At no point in time did I acknowledge a 2/15 move date. Email attached.
  
  2) I did not see the original contract until after I called Liz on 2/15 and I never accepted the terms of the contract they attached in their response. My response to the original contract, stated that it was incorrectly booked. It is a part of the same attachment I reference in my first bullet point. It's titled DN Van lines email to liz"
  
  3) The 2nd deposit that Mr. C references was charged to my card before ever speaking to him. I've attached an email from Liz where she confirms a 2nd deposit was charged and that I had not spoken to Mr. C yet. I had a discussion with Mr. C later that day, and at no point in time was I told that I would have to signed two new credit card authorizations before they would honor the 2nd (correct) contract.
  
  4) Mr. C attached the original contract for the 2/15 move. In doing so, he confirms that I never accepted the terms of that contract and thus am not bound to their terms and conditions. I have still yet to see a contract for 2/15 that was confirmed like I did for the contract for the 2/17 move. Any claim that they are entitled to damages relating to the contract for a 2/15 move is false. Why does he continue to claim this contract was accepted if they cannot provide the same proof I provided for the 2/17 move?
  
  5) I did not refuse to sign the credit card authorizations. I asked them to send me a confirmed contract for the 2/15 move before paying any late fees associated with it. Since that contract does not exist, they were unable to provide it and I was told that they would not show up for for my scheduled move unless I paid late fees and forfeited deposit on a move that we did not have a contract for. Mr. C then falsely claimed I opted to cancel the service on 2/17, but in fact, he refused to honor an acknowledged contract. It was at that point I realized that Mr. C planned to steal my two deposits and I exercised my right to freedom of speech. I do not remember exactly what was said, but I would consider any claims Mr. C makes without written evidence to support it slander against me.
  
  6) They sent receipts for refunds on my two deposits, but I called my credit card company and they have not received anything related to a refund for those charges. I don't want to accuse Mr. C of forging those documents, however based on his track record of lying about indisputable facts, I'm hesitant to believe those refunds will be submitted. Since I already reported Mr. C's charges to the fraud department at ****, I've provided the receipts to them in hopes my fraud claim will be resolved faster. The claim that I have not paid DN Van Lines "a single penny" is false, since I currently have $338 in charges that are posted to my credit card statement.
  
  At the end of the day, Mr. C has shown he is incapable of telling the truth and I still have doubts that I will be refunded the two deposits I paid them. If his business does not want bad reviews, they should probably work on their customer service and only hold potential clients responsible for signed contracts. Emailing a contract that is not acknowledged does not make it a binding agreement. When Liz called me on 2/14 and confirmed my move for Friday, she never instructed me to review the contract and acknowledge it. If she had, I would have noticed the error and we could have avoided all of this.
  
  Sincerely,
  *****************

  

  Business Response

  Date: 02/21/2023

  I will restate that all company procedures to ensure confirmation of a move date were followed. A confirmation letter was sent with that move date upon reservation. Although ************ has verified letter was sent to him, he claims that it was filtered into his junk mail and that he didn't see it. The day before the move  Liz J, move coordinator, called ************ to confirm his date of service. Although ************ has verified that Ms. J did in fact speak with him, he claims that he did not understand that the call was to confirm the service on the next day. ************ clearly understands that DN Van Lines had the service reserved for Wednesday 2/15. ************ also knows that DN Van Lines sent a crew out on 2/15. There would be no advantage for DN Van Lines to show up on a day when a service is not scheduled. Regardless the two $169 deposits were refunded and the digital receipt was previously attached. If those refunds have not shown up on **************** online statement, that would be due to the fact that credit card processors have a delay in posting information to accounts. It's also important to consider that the refunds were processed on Friday. Processing does not occur on the weekend and on Presidents (yesterday), a bank holiday. There is no further purpose of arguing back and forth. Both deposits have been refunded and as previously stated we wish ************ nothing but the best.