ComplaintsforOverland Van Lines, LLC

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a move with this company back on December 4, 2023. The moving company did not notify me of pickup until less than 8 hours out on December 18, 2023 after being promised 48 hrs and 24 hrs prior notice. I scheduled my drop off to be on December 23, 2023 to which it was not completed. I heard no updates on the whereabouts of my items or an ETA for delivery. once contacting customer service on January 8, 2024 (3 weeks after picking up my items) they denied my move was scheduled for December 23. I had to email proof of documents for them to then tell me my items would be delivered on January 14, 2024. Once my items were delivered, my queen sized mattress, and a large box were missing, in addition 3 of my plastic totes were shattered, my dresser was dented and paint chipped, and two brand new wrapped carpets were severely damaged and stained. I was only awarded $40 for the entirety of the missing and damaged items. I understand the coverage of my insurance was minimal, however I should not have to purchase extra coverage on insurance totaling to $500 more if this this company did their job correctly. Since receiving my items i have been denied the opportunity to speak to a supervisor, and even denied the opportunity to file a claim. I have spent an absorbing amount of time talking to customer service to gain no end result. It has been almost two full months since receiving my items that I still have no resolution or compensation based on my signed contract with this company. They will not answer my phone calls, emails, and are continuously denying my requests to speak to a supervisor or give me access to filing a claim form which is within my rights per the signed contract.

  Business response

  02/29/2024

  Thank you for reaching out and bringing your concerns to our attention.
  I want to assure you that we have maintained consistent communication throughout the claims process. We acknowledge receipt of your claim form and have been diligent in responding to every email you've sent.
  As outlined in the initial instructions provided to you, we take compliance with federal regulations seriously. According to these regulations, claims may take up to 120 days to be settled or denied. Rest assured, if further investigation is required beyond this period, we are committed to providing an extension notice until a resolution is reached and communicated to you in writing.
  Your satisfaction is paramount to us, and we appreciate your patience and cooperation as we work towards a resolution.
  If you have any further questions or require additional assistance, please don't hesitate to contact me directly.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The service date was July 12, 2022. I tried working with the company, but my complaint was ignored. I cannot afford a lawyer, so I continue to be angry. I also believed the BBB would not be of much help. I moved a second time using ***** *** who moved in the time they said, not riding the clock, and for the amount they estimated, not doubling the cost, so I know it can be done professionally. Sixteen months later I'm still furious so this just may only be a loud complaint letting everyone know of a totally hostile and unscrupulous moving company. I couldn't meet BBB's time frame because I had to move twice, it was just me and after dealing with two movers and overpaying and being lied to by one I was exhausted and in minor shock that I did not call the police at the time of the first move. My complaint falls far outside of customer service. My belongings many of which are irreplaceable were stolen, destroyed and defaced beyond repair. I can email 64 photos of the destruction, for some reason I couldn't upload them to this form. The details are in the docx I uploaded. I sent this complaint once but didn't hear back. I'll call tomorrow to confirm receipt.

  Business response

  11/30/2023

  Hello.

   

  Thank  you for bringing this to our attention.

  We have reviewed the case.

  We would have attempted to contact the client back in March and we have provided a settlement offer. 

  We had nor response from the client after that, and thus the case was frozen on our end. 

  We will resend the settlement to the client and again and would be happy to still honor it if they reply and cooperate.

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because: the damages fall far outside of any customary customer service remedy or policy.
  
  Sincerely,
  
  **** ******

  Business response

  12/07/2023

  Hello,

  Thank you for the update. 

  When we received the previous message here, we reached out to the client and offered to reopen the case and continue with a settlement. 

  The client does not want to accept the settlement but the only rebuttal they are offering is that they think they are entitled to more. 

  We have reminded them that everything has been handled as per the contract they signed with Overland Van Lines.

  We are operating exactly per the outlines of the agreement and even offering more than what the situation constitutes. 

  There were items that were inherently fragile. Furthermore most items were not damaged in a way that compromises their functionality. 

  Normally compensation would be offered for surface damage and scratches, but we have opted to compensate for the full weight of the items instead as that would provide the client with a higher settlement.

   

  Having all that in mind, we have advised the client that our offer still stands, but it is the final amount that can be offered per her contract - $431.40.

  The weight of the items was provided by the client so the settlement amount was given per the information she gave us.

   

  As they are not accepting, we have offered them to seek arbitration as that is the only other option. 

   

  We would be happy to proceed with the original settlement we sent or of the client wants to move to arbitration -  we have provided them all needed contacts to do that.

  Business response

  01/10/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

  Business response

  01/30/2024

  Hello, I am a bit confused regarding the outcome of this case. We offered a settlement of $431.40 and sent the agreement which had to be signed and notorized by the customer in order to sent the check. We sent her an email with this information on the 27th of December, 2023 and received no reply from the customer. Since we did everything on our part, I do believe the claim should not be closed as unresolved since the customer didn't comply with the necessary documentation.

  Business response

  02/01/2024

  Hello, I attached the email I sent to the cust and never received a reply.

  Customer response

  02/01/2024

  
  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.

  While it is not satisfactory to me, I will not spend another dime on their behalf. Their response was in my spam folder, and I see that they are requiring me to go out and perform actions so I can get their paltry remittance. I'll do it when I'm out.

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

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2, 2023, I hired Overland van lines to move me locally, THE MOST TRAUMATIC EXPERIENCE EVER ???????? THE WHOLE COMPANY IS A SCAM, MOVERS WERE SLOW AND ON THEIR PHONES MOST OF THE TIME, THEY LIED AND MANIPULATED ME, THEY DID NOTHING ACCORDING TO THEIR CONTRACT!!!! DONNE ****** IS IGNORANT AND UNPROFESSIONAL, CARLOS THE MOVING GUY ARGUED THE WHOLE TIME BECAUSE I TOLD HIM HE WAS SLOW. I HELPED THEM MOVE MY BELONGINGS FROM THE STORAGE PLACE, MEDICALLY I COULD NOT. THE WHOLE OPERATION IS A SCAM!!!!!!!!!!!! I have completed unpacking yesterday to realize there are several boxes still missing, a glass lamp shade, tool box, expensive curtain rod, customized welcome mats, a large box of expensive shoes, my couch is ripped and damaged in several places!!! Kevin (one of the movers), was in his phone the whole time handling His own private businesses and not tending to mines, I have filed a police report, tried to get my money back from my bank, I am sick to my stomach

  Business response

  11/17/2023

  Hello,

   

  Thank you for reaching out about this.

  We would like to clarify the situation.

  When we arrived on the job, our movers started working and at a point estimated that the 3 hours that were booked will just not be enough to carry out the full service.

  This was presented to the client, in which instance she became irate and refused to discuss claiming she will not pay for more than 3 hours and she wants the job still done even if it takes more time. We explained that we can not proceed until she agrees to increase the time. She started yelling at the team and at our billing manager over the phone, threatening not to pay at all.

  We tried our best to assist and carry out the service in full but as she refused to increase the time, we were forced to leave the items that were left over in the lobby.

  There was 1 missing items as she mentions, which was mixed up, but that was delivered within a few days.

  The client was shown a full inventory list with all items, which she had to sign in order to finalize the service. 

  That signature signifies that she has checked the list and agrees with it.

  Our mover was on the phone a few times admittedly, but it was with our office due to the aforementioned issues. 

  He was at a job that he needs to finish with a client refusing to pay and yelling at them.

  In regard to the couch - the marks were caused due to the fact that the client insisted they try to fit it in the elevator, that was too small for it.

  Our claims team has reached out to the client and sent the needed claim documentation to be filled out for any damages and missing items still.

  We would be happy to assist them if they cooperate.

  Bureau response

  11/20/2023

  Kelly *******
  **** ******* ** *********** *****
  
  
  Dear Kelly *******:
  
  This message is in regard to your complaint submitted on 11/12/2023 against Overland Van Lines, LLC.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Overland Van Lines, LLC. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Wanda *******
  **************************
  

  
  MESSAGE FROM BUSINESS:
  
  

  Hello,

   

  Thank you for reaching out about this.

  We would like to clarify the situation.

  When we arrived on the job, our movers started working and at a point estimated that the 3 hours that were booked will just not be enough to carry out the full service.

  This was presented to the client, in which instance she became irate and refused to discuss claiming she will not pay for more than 3 hours and she wants the job still done even if it takes more time. We explained that we can not proceed until she agrees to increase the time. She started yelling at the team and at our billing manager over the phone, threatening not to pay at all.

  We tried our best to assist and carry out the service in full but as she refused to increase the time, we were forced to leave the items that were left over in the lobby.

  There was 1 missing items as she mentions, which was mixed up, but that was delivered within a few days.

  The client was shown a full inventory list with all items, which she had to sign in order to finalize the service. 

  That signature signifies that she has checked the list and agrees with it.

  Our mover was on the phone a few times admittedly, but it was with our office due to the aforementioned issues. 

  He was at a job that he needs to finish with a client refusing to pay and yelling at them.

  In regard to the couch - the marks were caused due to the fact that the client insisted they try to fit it in the elevator, that was too small for it.

  Our claims team has reached out to the client and sent the needed claim documentation to be filled out for any damages and missing items still.

  We would be happy to assist them if they cooperate.

  Bureau response

  11/26/2023

  Raymond ****
  Overland Van Lines, LLC * ********** ** *** ********* ** *****
  
  
  Re: ID * ******** - Kelly *******
  
  Dear Raymond ****:
  
  Thank you for your recent response to Kelly *******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Wanda *******
  **************************
  

  Bureau response

  11/26/2023

  Kelly *******
  **** ******* ** ******** ** *****  
  
  
  Re: ID * ********* Overland Van Lines, LLC
  
  Dear Kelly *******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Wanda *******
  **************************
  
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bait and switch sales tactics Drivers show up with additional contracts to sign They keep changing your delivery date Original quote is ot honored, they find reasons to charge you more than quoted along the way extensice damage to mutiple **************** ************** coverage quote in a separate email Do not answer phone after they receive your money Hold furnitire hostage for days and it arrives all damages Sends threatening text messages Late arrival and lack of communmication

  Business response

  02/14/2023

  The contract doesn't change at delivery, it's the same set of documents from the pickup. The client needs to sign the delivery part once the movers arrive on site. Regarding the quote, the movers didn't see that the elevator charge was included in her estimate, and because of this, they requested this charge. This fee is waived from her profile. The delivery was done on the 1st of February, 4 days after the pickup was done. We never hold the items, simply some time is needed, as explained in the contract, in order for the trip to be organized. We were never advised until this post was made that some of her items got damaged in transit. A claim form was sent with information and instructions on how she can file a claim. Since we receive this message, we tried to call the customer numerous times, plus messages in order to try and resolve the matter.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is nothing that could not go wrong with our cross county move from east to west. We had arranged for them to store out good for 2 months before delivering. The rep told ua to give an earlier date of delivery as they always delay deliveries so this would ensure we get the stuff on time. Fast forward two months in we got a call that it will be delivered on the date in the contract. The person who Advised us was no where to be found. We had to pay an extra 2000$ for them to store stuff for one week!! Once we got out stuff, we realised all thing of value were STOLEN. An LV purse, a ***** purse and a ******** jacket!! Thats almost 5k in stolen goods. These boxes were torn apart and then taped all around… i should have suspected fraud then :( Not even mentioning damaged furniture- cracks etc

  Business response

  02/08/2023

  The customer was picked up on the 11 of August and she used our storage till the 30th of September. Since she used less than a month, her storage was prorated and she paid $266.66. The delivery window starts after the first available date and in her case, it was 9/30/2022. Once her items were shipped on the 26th of September because we wanted her to be delivered as close to her date as possible, she changed her FDA to 10/7/2022 last minute. Unfortunately, since we haven't been advised earlier and the items were shipped already, we had no other choice but to ask her for an address to which we can deliver the items to. The customer was not able to get the keys to her house earlier so she provided us with a public storage unit where we can deliver her items. On the 13th of October, she reported some items got damaged in transit and some were missing. We checked with all the other customers if they got additional boxes but no one reported anything. Following our procedure, the customer was sent a claim form on the 13th of October and such a claim was never filed back by her. Since this is a long-distance move, she has 9 months to file a claim. Once her claim is filed we will prepare a settlement based on her valuation protection.

  Business response

  02/08/2023

  The customer was picked up on the 11 of August and she used our storage till the 30th of September. Since she used less than a month, her storage was prorated and she paid $266.66. The delivery window starts after the first available date and in her case, it was 9/30/2022. Once her items were shipped on the 26th of September because we wanted her to be delivered as close to her date as possible, she changed her FDA to 10/7/2022 last minute. Unfortunately, since we haven't been advised earlier and the items were shipped already, we had no other choice but to ask her for an address to which we can deliver the items to. The customer was not able to get the keys to her house earlier so she provided us with a public storage unit where we can deliver her items. On the 13th of October, she reported some items got damaged in transit and some were missing. We checked with all the other customers if they got additional boxes but no one reported anything. Following our procedure, the customer was sent a claim form on the 13th of October and such a claim was never filed back by her. Since this is a long-distance move, she has 9 months to file a claim. Once her claim is filed we will prepare a settlement based on her valuation protection.

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The claim form needs Inventory number , so I need a copy of my inventory log to ensure I enter the correct numbers. Please email it to me. I just emailed the claims department short while back.

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

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The claim form needs Inventory number , so I need a copy of my inventory log to ensure I enter the correct numbers. Please email it to me. I just emailed the claims department short while back.

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

  Business response

  02/23/2023

  The copy of your paperwork will be sent to you today. Let us know if anything else is needed from our side. Thank you.

  Business response

  02/23/2023

  The copy of your paperwork will be sent to you today. Let us know if anything else is needed from our side. Thank you.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During the month of December 2022 through January 2023, I booked moving services through Overland Van Lines based out of Baltimore, MD to move our belongings to Tennessee. Our move started on 01/03/23 with the movers bringing a truck to load all of our belongings to then be transported to TN. In between the time from the movers getting to our home to actually leaving there were numerous issues with billing adjustments and overall customer service issues related to billing and payment. We were told that in order for the movers to physically start moving we would have to pay the amount via ***** and until the payment cleared they could not start, even if that meant waiting hours. The alternative was paying for a wire transfer for instant funds where we would be paying the fees so we wouldn't be wasting hours sitting/ the second issue was when the movers loaded all our belongings and had already left I was then told that I could either pay $900 for an "expedited" travel fee so we could have our things by the 6th or 7th. The alternative was our things would be placed in a warehouse for weeks and we had no definite timeline of when we "could" receive our things. This is absolutely ridiculous to force someone to pay $900 to receive all of our household goods in a reasonable timely manner otherwise be forced to wait weeks without anything with two small children, and to tell someone this AFTER our belongings were already loaded and gone. The third issue was we were told our things would be placed in a warehouse in Baltimore until we decided what we wanted to do. I was never made aware of this until the movers were gone and never signed anything stating that I agreed to this BEFORE we were left with no option.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2023/01/12) */ Your move started on 01/03/23 and as you said, we, the movers brought a truck to load all of your belongings, to then be transported to TN. And that in between the time from the movers getting to your home to actually leaving there were numerous issues with billing adjustments and overall customer service issues related to billing and payment. Yes this is true and I believe you are fully aware of the situation and why it occurred, if not let me remind you that you booked an estimated 900cf to be picked up, but you had more items to add to the truck increasing above the originally intended 900cf, and eventually, we ended up with 1800cf - or a full truck and the BOL was signed off for this amount. We were not obligated to pick up more than the estimated 900cf but we obliged since we sent you a dedicated truck and crew. Regarding the option we offered you to purchase an "expedited delivery on your exact required delivery dates 6th - 7th", yes we did offer this because you needed expedited delivery rather than the standard delivery that was booked. You personally called the billing department wanting to purchase the special delivery service ready to pay. We are always transparent with customers and yes we would have said that if expedited was not required then the standard delivery would take place in the normal for your destination estimated delivery window of 10 - 14 business days. In this case, your items were to be placed in a warehouse in Baltimore awaiting in transit, until we could standard deliver you, but that never happened because you chose expedited delivery at the cost of $900. Yes at delivery it is normal procedure to be paid before unloading the shipment from the truck in order to be delivered, and if a ***** payment was not being received, then in order to save you money, ie: not having to pay waiting time, we would have advised that a wire transfer would be an option. But according to the payments received on file I see that ***** was received and the delivery was successfully made. Consumer Response /* (3000, 7, 2023/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Standard delivery states on our contract based on the mileage to TN that it would be 1-10 days STANDARD, I should not have to pay $900 for it to be delivered within that time frame. I was told it would be longer than 10 days and this time frame would be closer to the end of January, if even that. To be clear, the ***** payment and the expedited fees were paid by two separate accounts where the ***** was already set up from another individual paying and I myself paid the expedited fee with a debit card plus the credit card fee for this. A customer waiting for their entire house to be delivered should not feel like there is no other option than paying an expedited fee to receive goods stating they would be there within the pre discussed time frame. Business Response /* (4000, 9, 2023/01/17) */ The time frame of 1-10 business days as stated in your response is an estimation based on your destination location. We offered you the expedited option, which is an optional service, due to your expressed expectations of quick delivery. So if you did not want to purchase this optional service you could have remained on the standard delivery, which is what your estimate includes. You have contacted us wishing to purchase the expedited delivery service so the dispatch organized this to happen. There are services necessary to be performed in order to service your pickup or delivery, and there are services that are optional, and they are only performed upon the customer's request.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When the movers arrived with my delivery on December 1st, the foreman walked with me from the truck to my apartment where I paid the final remaining balance ($747.42, per the contract, and paid in cash) to the foreman, who accepted my payment indicating that the transaction was complete. After he left to retrieve my belongings, the foreman and another mover came back to my apartment, without any of my belongings where they demanded that I pay an additional elevator fee of $75 (which I already paid, as shown on my receipt) as well as an extra $150 fee for the movers to bring my belongings to my apartment on the 2nd floor. The movers handed me their phone to speak to a woman who was demanding that I make the additional payments. I would not pay additional money to strangers (who never indicated that they worked for Overland Van Lines), they threatened to take my belongings back to a warehouse (I was not informed where this warehouse was or what type of storage my belongings were in) or leave my belongings in the lobby of my apartment building. All of my boxes and furniture were taken from the truck and dropped in the 1st floor lobby by the 2 men. The boxes that they delivered were in EXTREMELY poor shape, many of them were dented and had holes or other damages, and I was missing items (lamps and part of a dining room table). When I asked where the items were, they informed me that they were not in the warehouse. Since they left my belongings in the lobby, they also did not reassemble any of the furniture that was disassembled during pickup, therefore I will be getting reimbursement for the elevator fee since they did not use the elevator, the re-assembly that is supposed to be included with my services, and the missing/broken items that I received due to complete carelessness when handling my items.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */ Dear Ms. ****, We sincerely do apologize for the long-distance carrier's behavior and the demands made at your delivery point, and we will follow through and speak with their dispatch and management to get this issue addressed. Precisely as you stated, there was a payment made for use of an elevator at the delivery, so we will definitely liaise with the carrier and get this $75 refunded. Regarding the boxes that were delivered in poor condition, there is a lot of lateral movement and freight can move and slide, in small increments within the tuck as it travels across the country, and at least some of the dents and other damages to these packing materials can be accounted for due to this phenomenon. The claims department has been alerted and a claim filing information and claim form has been sent to you so you can claim for your damaged and missing items. Regarding no reassembling, we will bump up your compensation to a total of $100 to reimburse $75 for the elevator and $25 for the re-assembly of the two items that were supposed to be included with your service.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about 9/6/2022, I hired Overland Van Lines to move my belongings at my 4 bedroom home located at ***************, Dillsburg, PA 17019 to my 4 bedroom home located at ******************, Cranberry Twp, PA 16066 for the sum of $4,150. The move took place on 9/10/2022 from Dillsburg to 9/11/2022 in Cranberry Twp. Three movers arrived with a truck I deemed too small, even after having extensive conversations with one "Tim S****, Certified Relocation Consultant". When I questioned the Driver upon his late arrival on 9/10/22, he said if they had to call for another truck, I would be charged. And to "trust him, he would make it all fit." The home at *************** was in near perfect condition, and the movers carelessly damaged the Brazilian Walnut Floor that had been installed 3 years prior for the sum of $13,500. The floor was in pristine condition prior to the movers sliding heavy furniture across it, gouging the flooring in numerous areas. The movers also gouged drywall walls with heavy furniture and also "lost" one outdoor metal and wicker chair and cushions, one outdoor end table, two ornamental trees. I promptly informed the moving company in writing and via phone regarding the damage and loss on 9/11/2022, and they instructed me to complete their Loss Report and to send relevant pictures. I promptly complied and the Company acknowledged receipt, and said they would send me a settlement offer by 12/4/2022. After I again requested the settlement on 12/5/2022, I was sent an insulting offer of $250 total. It should be noted that the movers agreed that they in fact were responsible for the damage. They did not dispute this fact and simply apologized and suggested I file a claim. As for the missing items, I cannot say what happened to them. The movers apparently stayed at a hotel along the 200+ trip to western Pennsylvania. And since the truck was too small, just as I said it would be, the movers had furniture "strapped" outside the door in the back of the truck

  Business response

  01/24/2023

  Business Response /* (1000, 5, 2023/01/06) */ The dispute of the settlement amount has been well received. The claim case is currently awaiting re-evaluation by the senior adjuster and the customer will be notified once it is completed. We are working towards an amicable resolution. Consumer Response /* (3000, 7, 2023/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) By choosing YES, by the BBB definition of what YES means, I would be completely satisfied with the business's answer. While I am interested in working with Overland et al, in finding a more reasonable settlement, I cannot say that I am completely satisfied. Should the business wish to negotiate a more fair settlement with me, I am willing to listen and discuss further with them. At that point, I truly hope a fair offer is presented that will allow me to give a satisfactory response. Business Response /* (4000, 16, 2023/01/23) */ The disputed settlement amount is currently in a process of reviewing and re-evaluation by the senior Adjuster. We've advised the customer that we are still waiting for the input from a higher instance, and his dispute will be released.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This complaint is in regards to an interstate move from New Jersey to North Carolina. The original contract is with ********************** who are a broker and assigned overland van lines as our movers. Our contract was estimated at 608 cubic feet - see attached contract. The moving truck came and picked up our items on October 28th as per schedule. Once all the items were loaded into the truck we were notified that the total volume of items was within the estimate on the contract so no additional amount was due - see attached picture of binding estimate that the movers made me sign where they wrote "remains 600 cuft". On October 31st, we received an email stating that the volume has now magically increased by 15% to 700cuft when it was measured again in their warehouse and we had to pay the balance (an additional $206.12 now and at delivery so total of $412.24) in order for them to release the goods. THIS IS EXTORSION! I have asked for a detailed description of volumes and for them to justify the increase but no response. We have a small child and they are withholding the shipment of all our belongings. For now i have paid the increased balance so we can decide on a delivery date. We need your help in resolving this issue and getting a refund of these additional charges of $412.24.

  Business response

  11/15/2022

  Business Response /* (1000, 7, 2022/11/08) */ This complaint has been discussed at length internally and with the customer and was resolved, the cf of the move from New Jersey to North Carolina was reduced to 600cf which was actually less than the customer booked with the broker company. We resolved this issue in a timely manner, but unfortunately, there were issues with damaged items on delivery now we are assisting with the customer's claim and we will resolve that amicably.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 28, 2022, I booked with Overland Van Line (OVL) my move from Towson, MD to Plano, TX. This was the worst business decision I have ever made in my lifetime. The total cost of the move was $5392.24, the price included: * A crew of trained, experienced, and professional movers. * Loading and unloading * Disassembling and reassembling of basic furniture * Padding and wrapping furniture with professional grade quilted blankets for extra protection. COMPANY POLICY: * All glass items (TVs, Mirrors, Paintings, Glass tops, Glass Shelves, Lamps, etc.) must be bubble wrapped and boxed to be transported. * Mattresses, Box Springs, Sofas, and cushioned furniture should have plastic covers unless the customer specifies, he/she is not interested in covering those items. Although the above items contractual, it appeared that the Overland Van line were not capable of implementing the contract properly. According to my contract I was to have a professional crew upon pick and delivery, at both pick and delivery there were only two people to Load, unloading, disassembling, reassembling, wrap and pack basic furniture. Upon delivery one person spoke no English at all Items were not packed and wrapped properly, as a result very expensive such as: * 65" ************ Curved Smart 4K UHD TV * King size ****************** Medium Pillowtop mattress * ******** Walnut Mantel Console With 25in Log Fireplace. * 1- ************* Calabria Table Lamp * Angel Bridge Floor/pole lamp All these items were damages due to wrapping and packing issues. The Curved Smart 4K UHD TV was not bubble wrap but partially wrapped in a quilt and placed in a cardboard box that was too small. The king ********** Pillowtop mattress was wrapped in quilts, folded, in half and taped together, this resulted in damage coils and a large lump down the center of the mattress. The Mantel Console with Log Fireplace was also wrapped in quilts, resulted in broken hinges on both door causing the door to hang open.

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/19) */ Dear Ms. ****** we apologize if the ability of one of our workers to communicate in English had a negative impact on your moving experience. When we employ someone we take into account their financial situation, ability, and motivation. to work and learn the basics of the language, takes dedication, focus, incentive, access to resources, time, and some sort of financial commitment. They are learning through interaction, on the job, in free classes, and or by using applications and books, all while juggling the demands of work and life. We are sincerely sorry that you had damages as a result of your move with us. We will not leave you to deal alone with this issue. Our claims department sent you a claim form on the 26th of August, and once they receive it back, we will make sure it is processed in a timely manner. Business Response /* (4000, 11, 2022/09/20) */ Thank you Ms. ****** for your reply. If you were not interested in receiving 60c per pound per item then why did you not purchase Full Value protection or additional insurance from a third party? We advised you by two emails: Danny S****** ********@msn.com Make your moving day easier. Please read! Overland van lines 07/22/2022 8:17 am with information about your responsibility during the move: Dear Overland Van Lines Customer, ****** ****** ******** 7/25/2022 Prior to your move, we would like to provide you with some very important information. Currently, by default, your shipment has the minimal protection of $0.60 per pound per article at no additional cost. There are two different levels of protection -Full (Replacement) Value Protection and Waiver of Full (Replacement) Value Protection - Released Value. It is important you understand the extent and amount of protection provided by each level.................. We also had an option to discuss valuation coverage on the Valuation addendum, part of the BOL, (Option1) you had to just call the office and organize this to be in place, by purchasing it at an additional cost. In the second email we provided you with more valuable information: Dear ****** ****** ******** 7/25/2022 Prior to your move, we would like to provide you with some very important information. Please, read it carefully. Customer's Responsibilities: As a customer, you have responsibilities both to your mover and yourself. They include: Reading all moving documents issued by the mover or broker. IT IS YOUR RESPONSIBILITY TO READ THE BILL OF LADING AND YOUR ORDER FOR SERVICE BEFORE YOU ACCEPT IT........ If you fill in the claim form we sent to you on 8/26/22 and file it, the Claims department will offer a settlement amount for the damages to your household goods. If you are unhappy with the result of your claim you have an option to proceed with arbitration or bring the matter to small claims court. Consumer Response /* (4200, 13, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I do not accept the business resolution because: The business practice has appeared deceptive immediately after signing the binding contract. During the sales presentation the salesman was supposed to present and explain the different insurance policy that was offer during the move. He has acknowledged that he fail to do that. I never received the emails the business pretends to have sent out to me. I have a folder with all emails from Overland Van Lines and neither are there. The business breached their contract when they subcontracted my items to two other moving company ******************* and ********************, there is nothing in my contract stating that that my items would be assigned to a subcontractor. I also paid $300.00 my items were to be delivered on July 31,2022, and it is in my contract. When questioning the salesperson regarding delivery, he said that "the delivery will take 7-14 days, unless you pay $300.00 for expedited delivery, with expedited delivery you can get a requested delivery date". I agreed to the expedited delivery and Giorgia schedule my delivery for July 31, 2022, and it was a part of my contract. The delivery did not happen until August 8,2022, with a sub-contractor that I had no knowledges off. In addition, the contract states contract INCLUDED: Disassembling and reassembling of basic furniture (reassembly of cribs is prohibited) Padding and wrapping furniture with professional grade quilted blankets for extra protection. A crew of trained, experienced, and professional movers. COMPANY POLICY: All glass items (TVs, Mirrors, Paintings, Glass tops, Glass Shelves, Lamps, etc.) must be bubble wrapped and boxed in order to be transported. Mattresses, Box Springs, Sofas, and cushioned furniture should have plastic covers All these items are contractual and the basic of my dispute. Which mean the contract was not implemented as written, therefore I'd love to bring the matter to small claims court with Overland Van Lines. Overland Van Lines is deceptive in their business practice and not to be trusted. Business Response /* (4000, 15, 2022/09/23) */ The binding contract is binding until there is a recession of the original estimate and then a new visual estimate which supersedes all other estimates / a rescission page that you signed as part of your pick-up paperwork. Although it would be nice to hold onto that first estimate and the price reflected within, it is not possible after a recession was made by the moving foreman onsite and duly signed and acknowledged by yourself. During the sales presentation, the salesman would have advised you by email that Binding not to exceed GUARANTEES no additional charges provided the client does not add more bulky furniture on the move-out day with our crew. You say you never received our email but you electronically e-signed a binding estimate and an updated binding estimate from our salesman and we have the electronic signature on file to prove that point. We never breached our contract when we subcontracted, because it is mentioned in our BOL - section 17. The Claims department received and acknowledged the receipt of your claim form and supporting photos on the 20th of September. Your claim case will be diligently reviewed and evaluated and a settlement amount will be offered for the damages to your household goods. If you wish to bring the matter straight to small claims court, please notify our claims department that your claim is to be processed by another instance.

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