ComplaintsforOverland Van Lines, LLC

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 15. July 2022 we moved from Bowie MD to Pawleys Island, SC and decided to go with Overland Van Lines, 8203 Fischer Rd, Baltimore MD 21222. The estimate for a dedicated truck 1800 CF was $6950.00 The movers came, looked at our belongings and mentioned that they brought a 2200 CF truck. We were not worried since we kept strictly to the inventory list. As the day ended the truck was packed full to the brim and we were told that the final price will be now $9126.00 If we don't agree they will unload the truck again. We didn't have a choice than to agree - our house was sold, and we had to move out that day. So, we were lured in with a pretty good price only to end up paying more than any other estimate we considered. There were also some damages during the move, some broken glassware and pictures, a mirror armoire, and my grandma's coffee table. The movers were able to fix the mirror armoire but my grandma's coffee table is beyond repair. I mentioned the broken items to Tim Smith, our coordinator from Overland Van Lines, but I never got a response. I think for all the frustration and disappointment and false pretenses it would fair to get a refund.

  Business response

  10/04/2022

  Business Response /* (1000, 5, 2022/09/19) */ On 15 July 2022, we did pick you up from Bowie and then straight delivered to Pawleys Island, SC on the 17th. The "estimate" for your move was 1800 CF, but on the walk around our moving foreman looked at your belongings and mentioned "we brought a 2200 CF truck", presenting the possibility that it would be needed for this move. And ergo advising you that the move costs would increase. The BOL (bill of lading or contract for the move) was filled out correctly by the foreman, and before the move was completed, adding an additional 400 cf to your move, which you initiated, not once but twice on that BOL. We truly never intended to lure you in with a good price, when you booked your move, we provided our best estimate based on the information you gave to our professional salesperson, and as you yourself stated, the foreman advised you on his walk around, probably, saying "not to worry we have a large truck for this move". About the broken glassware and pictures, and grandma's coffee table, we apologize and will be sending you a claims form to complete. Your claim will be diligently processed and you will be provided with a settlement amount for your damages. Consumer Response /* (3000, 7, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do strongly believe that we did get lured in with a low estimate and ended up paying more than any other estimate we looked at. On the morning of the move, the foreman came and looked at our belongings he mentioned that it could be less or more. I was not worried to go over the 1800 CF. In fact, I believed it would be even lower, since I left a big closet cabinet and a sleeper sofa behind. because I kept strictly to the list Tim S**** put together. I am not a pro or a mover and know only a little about CF and how much space I need. So, I relied on your company to give me an exact estimate. At the end of the day when the packing was almost done and the truck was full the foreman also mentioned that the office always do that to him: Go in with a low estimate and leave him to figure out the packing. That's the reason he brought a 2200 CF truck. He learned that you come up with a low estimate, knowing exactly it would be over. The customer is left with no other choice than to pay the higher price. In our case the house was sold, we had to move that day and there was no way that I would find another moving company that quick. Also, Tim S**** promised to go conduct a physically inventory 3 or 4 days prior to the move. He did not show up to conduct a physically inventory or even phoned us. I called the day before our move to find out what's going on. He assured me again that 1800 CF will be plenty as long as I don't have 80 boxes more - which was definitely not the case. I even left a big closet cabinet and a sleeper sofa behind, which should account for a lot more room. Never heard from Tim S**** again until the 12 August . I received a short e- mail, asking how our move went. I replied on 15. Aug. that I felt lured in to using the company and also mentioned the broken items. We never heard back from him again. You know exactly what you were doing. That is just your business practice. It would be nice if we could have come to an agreement but I doubt you would be willing, even you know exactly I am right. I will file a claim for the broken items and we will see about the outcome. Business Response /* (4000, 11, 2022/09/30) */ Once again I must reiterate that we do not lure customers in with false pretenses and a good price, when you booked your move with our company, we provided you with our best estimate based on the information you give to our salesperson, and if there is an increase then it is because of misdescribed or miss sized items and additional items at pick up. Our salesperson will be reprimanded for not communicating with you as promised. Please do go ahead and fill in the claims form for the broken items and we will offer the appropriate settlement within the allotted time frame to do so.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went under contract with ****** Van Lines for our move. The contract states up to 21 business days for delivery. ****** Van Lines subcontracted to Overland and were provided the Bill of Lading referenced in the Job ID. The contract with Overland (which was out of compliance with the original contract we signed with ******) was required to be signed otherwise we would be charged more, and our items would not have been picked up. It has been six full weeks, over 30 business days, and our belongings still have not been delivered to us. Overland refuses to take our calls, and is actively screening them. We have called over 50 times in the last three weeks and have only been able to speak to someone a handful of times. The company states that "delivery will happen this weekend and the truck is en route" every week for the last three weeks. I called the DOT NCCD hotline and was informed that they have 30 calendar days to ship our belongings, meaning that their contract is out of compliance with DOT policy. We have filed complaints with the DOT NCCDB, MD State Attorney General, ATA, FTC, and are posting this to every review site we can.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/08/09) */ The shipment was loaded onto a trailer on the 11th of July. On the next day, a delivery acknowledgment was sent to the customer by the dispatch with ETA 1-6 days. We have been advised by the driver that due to technical issues, the truck has been brought to a repair shop. The driver was also updating the customer on the progress of the repairs. We apologize that all those unforeseen circumstances brought us to this point, however, on a positive note, we have acquired the information that the delivery will take place in the next couple of days. When there is a delay in the delivery part of the move, a claim form for late delivery will be provided after the delivery is completed. Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. I understand that the shipment was loaded onto the trailer on the 11th, but our first available ship date was June 27th. According to the contract that we have with ******, you are obligated to deliver our belongings to us no later than the 21st business day. Additionally, the contract that your team forced us to sign on pick-up specifies that you are to deliver our items no later than the 30th business day. Your team has failed to meet both obligations. Over the last four weeks, we have repeatedly been told that our delivery was going to be delivered "this weekend". Each of these instances has been proven false. In each of these instances, we were told to "just trust us, the delivery is coming". We do not trust you. We do not trust your customer service team. We do not believe that you are actively providing accurate and honest information to us. On the issue with the truck "breaking down", we were informed that the delay was due to "insurance issues". After speaking with the driver, we were notified that the truck did not breakdown "near the Texas border" like we were told. We were informed on 8/7 that the truck had experienced a collision on the high-way just outside of Jackson Tennessee. He also informed us that damage was so severe that the truck was totaled. We were never notified by your company of this event. We were never notified by the original deliver that repairs were taking place. As for the claim for late delivery. I have repeatedly requested to speak to the claims manager at your company. Specifically, on 8/6, I requested to be contacted immediately. I called an additional 61 times during your business hours. In two separate instances, I called your customer service line using a phone number that your team had never seen before, while simultaneously calling from personal cell phone. In both of those instances, the line rang twice, and Danny picked up the phone. This further confirms that your team is actively screening our phone calls and refuses to be forthcoming about the status of our delivery. In one of the instances where I called from a separate number, Danny answered the phone and said "Ugh, not these guys again", knowing that we had gotten past their attempts to refuse contact. We were also informed that the voicemail box that your company maintains will collect voicemails, but nobody listens to them. This was confirmed by both Asia and Danny. We've made over 250 phone calls over the last five days, all of which were ignored by your team during your posted business hours. It has been demonstrated, and we can prove, that your team is not worthy of trust, unwilling to communicate with customers, and unwilling to be transparent about the condition of deliveries and the safety of the items being delivered. Business Response /* (4000, 9, 2022/08/10) */ Please find the attached photos of the indeed severely damaged truck. On the other hand, the customer service and billing departments were constantly in touch with the customer on a daily basis. Please see below from the operational system: Danny S****** 8/10/22 10:18 AM Asia A**** 8/9/22 2:55 PM Asia A**** 8/9/22 2:03 PM Asia A**** 8/8/22 3:36 PM Danny S****** 8/8/22 1:35 PM Asia A**** 8/8/22 9:05 AM Asia A**** 8/8/22 9:00 AM Asia A**** 8/8/22 8:58 AM Danny S****** 8/8/22 8:25 AM Veronika N*** 8/7/22 2:41 PM Veronika N*** 8/7/22 11:26 AM Veronika N*** 8/7/22 10:50 AM Danny S****** 8/3/22 3:19 PM Danny S****** 8/3/22 3:17 PM Danny S****** 8/3/22 2:59 PM Kevin W****** 8/3/22 10:29 AM Danny S****** 8/3/22 10:14 AM Kevin W****** 8/3/22 9:56 AM Kevin W****** 8/3/22 9:56 AM Kevin W****** 8/3/22 8:43 AM Danny S****** 8/2/22 4:59 PM Danny S****** 8/2/22 4:23 PM Danny S****** 8/2/22 11:03 AM Asia A**** 7/29/22 11:40 AM Asia A**** 7/25/22 10:57 AM Danny S****** 7/22/22 1:20 PM Asia A**** 7/20/22 12:00 PM Danny S****** 7/8/22 4:17 PM Consumer Response /* (4200, 11, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for providing these pictures. As for the call logs. We have called nearly 600 times, left over two dozen voicemails, and this is all just within the last week. Thank you for providing the list of call records. While these may have been the calls THAT YOU ACTUALLY ACCEPTED. We have definitive proof that your team actively screens our phone calls. This is demonstrated by the attached images, and further proved by an experiment that I conducted on 8/8/2022. This is an entry in the detailed notes we have been taking since 6/20/2022. "Several hours passed and I continued to attempt to reach someone at Overland. After 47 attempts at contacting Overland, each of the phone calls rang for 40 seconds and then went to voicemail. I decided to change my tactics and call from my office phone, I dialed the same phone number (301) 895-9003 , and within two rings of the first call Danny answered the phone. I explained who I was and the conversation that I had with Asia this morning. I requested to speak to the claims manager, and he agreed and set the phone down. After putting the phone down, he exclaimed "ugh, not these people again" and then proceeded to put me on hold while he attempted to contact the carrier. Two minutes passed and the call ended (Danny ended the call). I attempted to contact Overland using both my work phone and my cell phone. All calls over the next hour were forwarded to voicemail." Additionally, here are the call logs that we have with your company. I am providing the last 7 days of screenshots to corroborate the logs. The logs below encapsulate the phone calls made only from x1490. These phone calls described below came from various number to include numbers ending in x1490, x5211, x9626. We are able to capture and provide these phone records if absolutely required, but just based off the records on one cell phone and the details in our logs, we are still able to prove that you are being untruthful in your response. Below are some of the statistics from our notes, but keep in mind we are able to provide records that show hundreds of attempts to contact your company from 6/27-8/11. Wednesday - 8/3/2022 - Over 90 phone calls from ******* / Over 10 phone calls from ***** Saturday - 8/6/2022 - 24 phone calls from ******* Sunday - 8/7/2022 - 12 phone calls from ******* Monday - 8/8/2022 - 70+ Phone calls to Overland from ******* For the record. This is information exchange is the very first time that you have acknowledged the fact that there was a vehicle accident involving our delivery. From 7/14 (which we learned yesterday) to 8/10 you and your staff maintained that there was a "mechanical issue" and that the "truck was being repaired". This acknowledgement proves to us as consumers that you have been lying to not only us, but to ****** (the brokerage firm which hired Overland) as well. The timing of your response in this complaint is extremely suspicious. Please read an entry from the notes we have been taking since 6/20/2022. 8/10/2022 - "Around 8:20 ******* called Overland. The first call was answered by an unknown individual, ******* announced himself on the line, and then 5 seconds later the call ended. Five calls later and Asia picked up the phone. I requested a status update from Asia. Asia told me that the delivery was confirmed for today, but that she needed to contact the driver. Asia contacted the driver and informed me that the driver would be picking up the truck at 10am, and then driving to us to deliver our shipment. This was in direct conflict with the information that the driver had given to us only 12 hours earlier. I pressed Asia for more accurate information about our delivery timeline, the shipment of the new part, the repair of the truck, the timeline of the driver's schedule, and the location of our belongings. Asia said that she did not know the location of our belongings because they had hired a third-party company to ship our belongings. I asked Asia if her company was a broker or a carrier. She insisted that their company was a carrier. I pressed more on the location of our belongings, she could not confirm the location or condition of the belongings. Asia said that the timeline was backed up due to truck repairs, "just like the first time". I asked Asia which company owned the Truck in the shop currently, and which company owned the truck that was in the shop the first time. Asia insisted that the company that owned both the first truck and the second truck was ***** Transportation (DOT# *******). After investigating the company, the DOT profile identifies that this company only has one truck. Asia's statement directly contradicts the multiple earlier explanations that we received "the truck that broke down was replaced by a new truck". If the truck was replaced, there is no possible way that the truck was replaced by a truck owned by the same company. I asked Asia to confirm the events that we reported to them on Monday, specifically, the existence of an accident and subsequent reports about the accident. Asia refused to provide any information other than the "the truck broke down and was replaced by a new truck". I insisted that Asia investigate this information further, per our request on Monday. Asia placed me on hold and two minutes later she ended the call. Subsequent phone calls were all sent to voicemail. I called 27 times between 8AM and 11AM using numbers ending in x5211 and x1490. Around 11am, we decided to investigate the trucking company a bit further. There are multiple ***** Transportation companies in the United States that are registered under the FMCSA website, two of these companies operate out of Maryland. After looking at both of the pages, I called "***** Transportation'' out of Baltimore MD, and they confirmed with me that the company had gone out of business. The second company called "***** Transport'' out of Essex MD, had reported one accident to the DOT within the last 24 months as of 8/9/2022 according to the FMCSA website. The crash had one fatality. At 11:34 am I called the phone number listed on the website and spoke to ****** ***** at the number ending in x7021 (See attached), the owner of the company. I asked ****** about our driver, and if he could confirm that Robert (Driver) worked for his company. He confirmed that Robert worked for his company. I asked if he knew about our situation with the truck breaking down near Houston TX. He confirmed that he had spoken to Robert yesterday about the status of the delivery and that the repairs should be completed today. I asked ****** about the incident that happened on July 15th, and if he had any details surrounding the situation. ****** informed me that there in fact had been an accident in Jackson Tennessee. Initially, there was a mechanical issue with the truck, and the truck pulled over to the side of the road. After the truck had pulled over, another truck struck the truck carrying our goods. The owner enthusiastically offered to send us any documentation that we requested, to include a police report and insurance information. I provided my contact details and he has agreed to provide this information to me. At 1:01 PM I received a notification that Overland van lines had replied to the BBB complaint that I had filed. In this reply Overland had provided 27 instances of communication between *****/Myself and Overland. These instances range from 7/6-8/9. Overland also commented on "the severely damaged truck" and provided a set of pictures depicting the damage to the truck. Overland insisted that they had been in constant contact with us about the details of the delivery." The concerning thing about your previous statement is that you know that you've been caught. I would imagine that after our conversation with ****** on 8/10, he followed up with Overland as to the reason for our questions. Only AFTER you learned that we had been given definitive proof that our delivery was involved in a fatal trucking accident (as reported on the FMCSA website), did you acknowledge and provide documentation (The attached photos in your last post). There are multiple ways for us to corroborate out story, and I am sure that ****** is willing to corroborate our timelines and evidence as well. To whom ever is writing this response... You've lost, we've got you on fraud, breach of contract, and multiple federal violations. We have definitive proof that you have been withholding this information from us and from our broker. Business Response /* (4000, 13, 2022/08/11) */ Clearly, there have been communication issues with this move and unforeseen circumstances out of our control. The number of calls / 600+/you have made to our company and your broker /250+/ regarding your move, were answered and you have been given the information we have been provided by the carrier. Keeping in mind that if all the customer service representatives are attending other customers and maybe not able to take your calls. But we have continued to work with you as best we could and we have provided all the information given to us by the carrier, which not every time was the same as the information provided to you. Your delivery will take place today according to the carrier. We know the delivery may be late and we will send you a delay delivery claim form to complete. We know you are expecting damages and so we will send you a loss and damage claim form to complete as well. Please don't feel pressured to complete this immediately. Take your time; you have 9 months to submit the form. So go through everything carefully and meticulously and record every detail that you are unhappy with, please do photograph everything to back up the claim. Once again accept our sincere apologies for the stress and mental anguish that you have been through over these weeks. We will do everything we can to assist in a professional way. Consumer Response /* (4200, 15, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You've got to be kidding me, it's a complete lack of willingness to communicate. At this point why even continue to hold up the lie?? Don't you see the flaw in what you just said?? If you answered all 600+ of our phone calls... HOW ARE YOU ONLY PROVIDING 27 RECORDS IN YOUR PREVIOUS RESPONSE?? We did receive our things last night at 8:30. We didn't get done until after midnight which means that we are officially into the seventh week of delivery. Explain the fraud you've committed Explain why you didn't answer our calls Explain the breach of contract that you won't acknowledge

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Moving company stole entire load and full monetary amount quoted and will not deliver property. Forced to pay a 290 surcharge to schedule delivery and still unscheduled. Lied to consistently, non responsive to calls. Still have none of my property. Was advised would be delivered 7-9 days, has been 41 days without delivery

  Business response

  08/23/2022

  Business Response /* (1000, 7, 2022/08/09) */ We have been contracted by the customer to pick up her belongings from VA and deliver to FL. The additional payment was generated due to the increase in the initially declared volume of the shipment, it is not a delivery surcharge. The shipment will be loaded onto a trailer destined to FL on the 11th, and delivered 2-5 days after the loading date. Consumer Response /* (3000, 9, 2022/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 8/14. Property not delivered. No delivery date provided, no calls received to schedule. Unaware if they collected my property from the storage site. I was advised delivery would be 7-9 days from pick up ( June 19th) it has now been almost 2 months. Business Response /* (4000, 11, 2022/08/17) */ Dear Customer, you have been advised that your shipment will be loaded onto a trailer destined for FL: ************* 8/8/22 2:03 PM Called for ETA and told him loading on the 11th. You have been sent a delivery acknowledgment email from the dispatch after the truck left the warehouse: ************* *************@gmail.com IMPORTANT! Delivery Acknowledgement Overland Van Lines 08/13/2022 4:32pm. Today you have been contacted by customer service with prior notice for your delivery: Asia A**** 8/17/22 9:18 AM Called to advise that the delivery will be either today in the afternoon or tomorrow morning. Kevin (dispatch) will call later on today to advise the time of arrival for the dlivery.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I scheduled a full-service move from Pittsburgh, Pennsylvania to Redwood City, California through the broker **********, who contracted with Overland Van Lines to do the move (Job No. ********). I paid $1,417.50 of the quoted $3,750 upfront and then $1,400 in cash to the driver upon pickup, which took place on June 24, 2022. Although the driver was very kind and courteous throughout the move, it took him and the other mover, whose first day on the job it was, 11 hours to complete the pickup! (4 pm to 3 am). I shared several concerns about insufficient packing to protect fragile items such as my desktop computer, musical instrument and ***** vacuum, and was reassured that special packaging would be applied after bringing everything to the van. As far as I can tell, the packing of these items was not improved, and nobody from the company can confirm. Also, I never received an inventory form, and it's clear that most of the boxes were not even marked with an ID. This is after specifically telling the driver I wanted him to do the inventory before leaving. He ended up leaving without explicitly stating it was his last trip, so I could not request the inventory. The big problem, is that as of this writing, it has been 38 days (25 business days) and I have not received my belongings. On the two occasions I called the company - June 26 and today - they could not give me a scheduled delivery date. We are now we'll past the 21 business day maximum in the moving agreement, and I demand to have my belongings. As far as I'm concerned, this is theft. Overland isn't even making the slightest effort to communicate with their dispatch team and resolve this issue. Each time I call they tell me they're still waiting for an updated delivery date from dispatch and to call back the following week. It's as if they're oblivious to the fact they have any responsibility to their customers whatsoever!

  Business response

  08/24/2022

  Business Response /* (1000, 7, 2022/08/09) */ We have been providing all information we have currently to Mr. **********, and the dispatch is working tirelessly on the delivery. When there is a delay in the delivery part of the move, a claim form for late delivery will be provided after the delivery is completed and special attention will be given to those claims to be processed quickly. Consumer Response /* (3000, 9, 2022/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not once has any employee of Overland Van Lines or the broker, ********* contacted me about the status of my move. Anytime I want an update, I have to call repeatedly over several consecutive days just to get through to someone, and when I do, I am never given a scheduled delivery date. Nobody seems to have any control over dispatch. Most recently, Danny told me my things would PROBABLY be loaded onto a truck in the middle of the week of August 8, 2022. I still haven't received any update, nor the inventory I requested and he said he'd follow up with. On the contrary, it appears my goods are being separated with some being taken in a direction opposite my new residence. Tracking devices indicate some now moving EAST on I-70/I-470 from the warehouse in Westerville, OH, with the rest near the warehouse. I have simple questions I want answers to and Overland REFUSES to provide: 1. Where exactly are all of my goods? 2. What is the scheduled delivery date? 3. Why are my goods being separated with some moving eastward away from the destination address? 4. Where is my inventory form? If I do not receive answers this coming week, I will be contacting the Consumer Protection Division of the Maryland Attorney General, as I now have reason to suspect Overland is involved in criminal activity. Business Response /* (4000, 11, 2022/08/17) */ Dear customer, your shipment will be loaded onto a trailer destined for CA, on the 18th of August. Right after the loading is completed and the trip is in progress, you will receive a delivery acknowledgment email from the dispatch department, stating the expected delivery dates. One day before the actual delivery you will get a call from the driver with the time of his arrival.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I signed a binding estimate for $16052. I was instructed I would pay in 3 installments. One third to secure the date, one third upon pickup and one third upon delivery via cash or check only. I paid the first amount to secure a date and was told I got a 3 days window discount if we didn't lock down one specific day. The movers called the night before saying they would be there the following afternoon. Luckily we were ready. They arrived with 3 men. One was clearly the man in charge and 2 others were the brawn. The foreman began telling my husband be could tell right away that Alex under estimated our inventory and we would need more truck space and it would be more money. My husband expressed that was not part of the contract and the man assured us everything would be fixed. We agreed to the small change over the phone with upper management. Less than $700 more. We understood. It is an estimate. Shortly after they were packing things with tape and loading the truck, 3 local police officers showed up asking for a stolen cell phone they had tried to our place. Long story short the main man was arrested on the spot. He lied about his identity as well. After that my husband and I helped disassemble and move things to the first floor for the remaining 2 men to load. They promised to return the next day and did not. When my husband called to see where they were, Alex promised to come himself. He never showed. The following day (2 days after arrest) we get loaded. After the second truck was loaded because they under estimated so bad, they told us it would be $10k more. We found out this is against the law and policy in the contract. It has been 12 days since pickup, it was supposed to be immediate delivery and they have not left ohio. They are holding our items in a storage unit demanding more and more money before shipment and upon delivery. At this point, we have paid them all money owed. anything further is to be billed 30 days AFTER delivery. I would like immediate

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/07/27) */ Dear Ms. *********, We apologize for the actions of our staff member, we are however not responsible for the individual's actions and the decisions they make in their daily lives. We encourage the movers to be good representatives of our company, and we do have face-to-face training sessions to back up and instill good behavior and professionalism. Our moving foreman seems to have done the correct thing by advising you of his opinion about the increased cubic feet in your move. I can not comment on the conversation that Alex our surveyor had with you or your husband and as to why he had as you say underestimated the move. Perhaps it is the case that he was not shown the complete picture of the entire move on his survey. Onsite our movers also did a revision with you and it was signed for 2600cf. We believe that it was done at the correct moment and not after the truck was fully loaded as you state. We really hope that our discussions with you and with your agent have resulted in reasonable answers to your questions and we hope that our willingness to reduce the costs involved in transporting you across the country has gone some way towards making you feel that we do want to project a professional image and service. The billing issue has been resolved and paperwork completed. Your delivery has been scheduled and is due to be received shortly. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) You offered him to return and he is still employed by your company for theft while working with you. How do you respond to that? Hello, everyone reading this. I man who is a criminal may by taking care of your belongings. Also, Alex the man who says we signed something BEFORE loading our items is lying. We would NEVER have signed it then. How do you respond to the fact that our items still are not on their way. In fact. They aren't on a truck still. We were told 21 business days at most. That is August 5th. They will not be here by then. That is a violation of the contract. The inventory sheet we requested is completely made up as we do not own half the items listed on it. The company keeps leading you on asking for more money. And the bill they "lowered" was by a measly $2,000 out of the total amount they are overcharging us. We will be measuring every item IF we ever get them and making sure the cubic feet is correct. Also, don't take the estimates as anything. When they arrive, the estimate is voided and they can then begin charging you more money. The binding estimate is to get the movers there. Way far away. Do not use a broker to find you a moving company. This is FAR from over. As I just received another call it is delayed again. At this point we will no longer be at the address they are moving us to. As it will have been so long since they picked up our items. Business Response /* (4000, 11, 2022/08/09) */ Dear Customer, The shipment was loaded onto a trailer on the 5th of August, delivery ETA is 2-7 days.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We used this shipping company to transport our belongings from Delaware to Jacksonville FL. We paid for the service and was told it would take 10 days for delivery. Our things where collected on the 6th of July, but we arrived to Jacksonville on the 7th. We waited to hear from overland to confirm time of delivery which wouldn't have been the 16th of July, but we haven't heard from them. I called to find out what was the hold up and one of the shipping managers said we had a remaining balance of $1290 and to pay $616 now and pay rest upon delivery. I did as requested, but now I was told they don't have a truck heading to Jacksonville this weekend and the will contact us when they do. My wife and I start our jobs this week here in Jacksonville and will not be available during the week to receive our belongings, and if they would've kept on the schedule we would've been home during the week of the 15th for the delivery. Now it will be a month till we our things, and after sleeping on the floor for a week we had to purchase air mattresses due to the fact that we don't know when our things will come. Is there anything that can be done, I don't have another $3600 for another shipping company to collect our things to deliver he in Florida!

  Business response

  08/23/2022

  Business Response /* (1000, 7, 2022/08/09) */ We have tried our best to go around the restrictions of the busy professional schedule of the customer. The customer has been successfully delivered.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My move was from VA to NC (151 miles). I told my customer service agent during contract discussions that the standard expected delivery of 0-6 days was not feasible for my family. She offered 2 day expedited delivery window for the cost of $300, which she assured me would guarantee our delivery within 2 days of pick-up. Because this was offered, I was able to move forward with signing the contract. Had this not been offered, I would not have been able to sign and would have had to find another company. We had our belongings picked on 7/7/2022. At the time, again, the mover in charge ensured that the delivery would have to arrive within 2 days because we paid for expedited delivery as in the contract. On Friday 7/8/22, I called Overland Van Lines before end of business hours multiple times in order to find out when to expect my delivery. These were all unanswered. On Monday, 7/11/22, I finally was able to reach customer service who informed me the delivery would not arrive until at least the week of 7/18/22! They apologized and told me I would not be charged the $300 expedited fee. The contract was not for me to pay $300 only IF my belongings arrived within 2 days. My family have been sleeping on the floor. We are unable to cook meals. We are incurring significant costs due to this breach of contract far exceeding $300 just to get by without any of our belongings. I have called daily and have been bounced around without allowing me to speak to management or offer more than an apology. Promises to call me back - yet I have yet to be called back. It is not only disappointing, it is terrifying to have paid $1000s of dollars and be without all of our possessions without explanation or attempt to remedy. I have still not received my belongings, nor received a definitive delivery date. Mistakes happen, but this is a NEVER event and should be handled both professionally & ethically. Appropriate compensation/refund is absolutely indicated.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/07/15) */ Dear Mr. *******, We apologize that we did not meet your expectations for the planned expedited delivery, Our contract does mention that we reserve the right to refuse service and reschedule or cancel any job due to "Force Majeure". This is a legal term that means an unforeseen change of circumstances beyond the control of the mover. So although we truly did have plans to deliver you expedited to North Carolina. But there were extenuating circumstances that prevented us from doing so and because of this fact, we have returned your expedited payment. We recognize that you have called daily and we have answered your calls as and when we were free to do so, and we have listened to your understandable frustration and anger, and we have stayed polite and professional with you at all times. Providing you with what information we have regards to the future delivery of your items to North Carolina, you are red flagged for delivery by dispatch as soon as possible and we will update you with the loading date and start of the trip. We remain at your disposal if there is any assistance you require. Consumer Response /* (3000, 7, 2022/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, In response to your argument --" reserve the right to refuse service and reschedule or cancel any job due to "Force Majeure". This is a legal term that means an unforeseen change of circumstances beyond the control of the mover" I was informed by your customer service representative that your team made a mistake and when on the phone with the operating manager, he informed me that my belongings were unloaded into the warehouse when they should not have been. So this was not unforeseen circumstance, this was a mistake that occurred due to an error made by Overland Van Lines. Further evidence that this is what occurred is that on Monday July 11 (4 days after my items were picked up) -- your team did not call me explaining that some event happened that would hold up my delivery. I called you, confused what was the status of my already late delivery and was met without an explanation. It was clear it was not until that moment that your team realized that a mistake was made. It was not because the truck broke down and it was not because a hurricane struck... so this terminology you place in the fine print does not hold in this circumstance. The professional and ethical thing would have been to make every effort possible to fairly compensate me and my family. And yes, I did call almost daily in an attempt to clarify the status of my belongings and to have a reasonable discussion regarding reimbursement because -- A) no one was providing me any anticipated delivery date. It was as if because the 2 day expedited delivery window was missed, I was just pumped into the back of the line. There was absolutely no urgency or empathy on your end. And B) after nearly every call, we would end things "we will discuss with management or billing or whomever and call you back tomorrow." I heard this line at least 6 times and not once did your team reach out to me. I even waited an extra day to see if you would call and you never did. You clearly wanted this problem and me to just fade away -- again very disrespectful and not professional at all. Ultimately on July 15th (8 days after the pickup of my items), I was told over and over again that there still was no estimate for my delivery. At that point, I had spent over $1000 on purchasing items to help sustain my family who was inexplicably left without any of our belongings. This was a large sum of money devoted to things like beds and cookware and basic daily products that we already owned but were still in the possession of Overland Van Lines. Finally, by chance after getting disconnected with your team on this day, I happened to get the operating manager on the phone by happenstance. At this point, I made him aware of the situation and he coordinated my belongings to be dropped off on Sunday July 17th. However, I was not offered any refund or reimbursement and instead the $300 expedited delivery fee removal from the bill was the only reprieve offered. While, I am thankful to this man for coordinating my delivery -- it does not make up for the 10 days without my belongings and $1000 of non-reimbursed purchases. If the customer service had alerted the manger of this in a more timely manner, as you would have suspected they would, then I would have thought this delivery would have occurred much sooner. But instead, I was just bounced around from person to person and every request to speak to the manger was denied. Again, the $300 expedited delivery agreement was not an either/or option. I did not sign a contract to pay $300 only if the belongings arrived within 2 days. I signed the contract guaranteeing this delivery timeline because my family could not financially accommodate a late delivery. There has to be some responsibility taken here. This is not how a company should treat any customer. And while mistakes happen in every field of business, the company needs to own their mistakes. I have no choice but to share my experience with other potential customers on yelp, Google, etc. They should know the type of business they would be getting into. Business Response /* (4000, 11, 2022/08/01) */ Dear Mr. *******, We think that the words "unforeseen circumstances beyond the control of the mover" do cover the events that lead to your delayed delivery. We acknowledge that you have had to make sacrifices and have had expenses above and beyond want you had planned for during your move. Your opinion of our company may never be repaired, but we have returned the expedited delivery fee and did everything in our power to deliver as fast as possible. Consumer Response /* (4200, 13, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears we are at a standstill.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 21, 2021, I signed a binding estimate agreement for an interstate move with **************** ("******"), which was contracted out to Overland Van Lines ("Overland"). The Overland movers arrived at my apartment on October 6, 2021. After showing them all my belongings, I asked the head mover whether my binding estimate would change. The head mover said he couldn't tell me until the end of my move, contradicting what I had been told by ******. I asked the mover to please let me know if - at any point - it looked like they would need to charge more than my binding estimate. Approximately an hour into the move, ****** called and spoke with the Overland mover and confirmed that my binding estimate was in-tact. When my belongings were all loaded, the head mover presented several forms for me to sign. Included was that I agree to pay several amounts in addition to the binding estimate: $450 for long carry, $749 for bubble wrap and boxes, and $300-500 for cubic feet of my items beyond my original inventory estimate. At that point, I told the head mover that I did not accept the price revision and asked them to unload all my belongings. The head mover said that it was late and they weren't going to be doing that. The head mover advised that I either sign the forms or surrender all my belongings to Overland. With no option left, I signed the forms but indicated throughout the forms that I was signing under duress and that I did not accept the price revision. In the days that followed, Overland would deliver my belongings if I paid an extra $699, rather than the $1,499-$1,699. With my belongings held hostage, I had no choice but to pay the extra amount. Under federal regulation (49 CFR § 375.403), my rights were violated as the binding estimate was unilaterally changed without my consent prior to the move. Overland denied my claim (and also violated 49 CFR § 370.9 on how long a claim can be responded to). We also remain in dispute over damage to my goods.

  Business response

  07/07/2022

  Business Response /* (1000, 12, 2022/07/07) */ Dear Mr. *****, We are sorry that we failed to meet your expectations during your move and with our claims procedure. To provide an unbiased claim settlement to each and every customer we do use the AMSA weight guide to determine the generic weight of all our customer's household items, this guide provides us with fair and standardized responses to all our claimants. You have been offered a settlement amount and you have accepted it. We believe that the movers did give you notice that the price would deviate from the agreed-upon price before all the goods were loaded. As for signing under duress and being threatened that Overland van lines would own your goods, if this were true and you had so much difficulty on the move, please say why did you not call our office and get assistance on the day of the move? We have no memo's on a file of any such happenings on the day. But two days later we did receive a call and you complained about charges, On 4th October we received a revision from the broker to 503cf and that is the cf that we have charged for. We did have additional services provided such as a long carry of $300, and an additional packing by our foreman, to protect your items during the move. The initial cost of $749 for packing materials and labor has been discounted to $399. The disputed total of $699 is for the additional services we have provided at an additional cost. The long carry has been performed and the packing materials and packing labor provided are a fact. You were on site and witnessed the long carry as well as agreed to the additional packing to protect your move. We remain at your disposal to discuss this further. Consumer Response /* (3000, 14, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement that the movers provided notice of the price change prior to loading is a falsehood and fraud. This never occurred and is contradicted by hard evidence. Under Federal law 49 CFR § 375.403, "Once you load a shipment, failure to execute a new binding estimate or a non-binding estimate signifies you have reaffirmed the original binding estimate. You may not collect more than the amount of the original binding estimate, except as provided in paragraphs (a)(8) and (9) of this section." In each form I signed, I stated that I was signing under duress and that I did not agree to the new estimate. This was because I was only confronted with the revised prices after loading. If I was presented with these forms before loading and signed as I did, stating that I did not agree with the new price, then why would the movers have proceeded to load my goods? This is not logical and my signature on these forms prove that I never agreed to revised prices, which is a requirement under Federal law for changes to a binding estimate. As far as the accusation that I did not call your office, that is ridiculous. I asked the head mover several times to call your office while I called and was speaking with representatives from ******. Each time, the head mover informed me that no one was answering from Overland's offices. I believe I also directly called Overland's offices and am seeking phone records to confirm. Either way, this does not change Federal law. Similarly, your explanations on why there are extra charges does not negate the need to follow Federal law, which requires that I actually agree to those extra charges before loading. If I had known of the extra charges, I would not have proceeded with the move. That is why I asked the movers to unload my belongings once I was informed of the price change, and they refused. I also dispute that the long carry and square footage was correctly calculated, in any case, and my binding estimate meant that I should not have been charged by the square foot. Lastly, I have accepted the revised claim determination on the weight of the damaged and lost goods during the move (after I proved that AMSA weight guide was not reflective of the actual weight of my belongings). However, I have not yet been compensated and was told that I would need to sign a release form. If this release form includes my claim about the binding estimate, I will not sign it and will only accept reimbursement on the damage/loss claim alone. Business Response /* (4000, 19, 2022/07/19) */ Dear Mr. *****, We stand by the movers and the fact that they did get a revision done on-site with you Which you signed and dated. And where you disputed the cubic footage and wrote that you agreed to 542cf. We spoke with you and the broker several times whilst the issue was resolved and we charge you at the 503cf as per estimate, even though we picked up more cf and you should have been charged more. On the other hand, you are disputing the charges for the additional services, but without the provided packing and long carry, the move of your shipment wouldn't be possible. We hope you see how we have maintained a professional stance and have actually provided you with a good service that should have met your needs. Consumer Response /* (4200, 21, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not write that I agreed to be charged for extra footage. What I wrote was "we measured sq ft3 at 542 cubic feet; contradicts binding quote" (see attached). This was in dispute to the mover's calculation of 668 cubic feet. Per my contract, "A binding estimate is based upon the articles and services listed and provided by you, the shipper. In the interest of an accurate quote, and given that this estimate is not based upon an "in-home" survey, please make sure that the actual item sizes listed do not exceed 10% of their assigned cubic footage or weight-based values." 542 cubic feet is less than 10% greater than the binding estimate of 524 cubic feet. Accordingly, this does not justify an increase to the estimate. My actual items moved were both less than the inventory in the binding estimate (as I did not end up moving the couch) and were less than 10% over the cubic feet estimate. With respect to the long carry, we did not agree with the measurement taken by the mover (which was not done in our presence). He would not allow re-measurement with us with him. We later measured it at much lower than was claimed. Ultimately, these issues are all irrelevant. The only thing that matters is that I had agreed to a binding estimate and, under Federal law, any changes to a binding estimate need to be agreed to in a new binding estimate PRIOR to loading. I was not informed of any change to the binding estimate until after all my goods were loaded. This is fully proven with my contract signatures, where I clearly never agreed to the revised cost. Again - if I signed these forms before the goods were loaded, the mover would not have proceeded with the move. This substantiates that I was not presented with these forms until after the goods were loaded. By not providing me with a revised binding estimate prior to loading, Overland stripped me of my right to cancel the move or direct the movers to not incur any additional cost over the binding estimate (for example, by not using additional packing materials that were never requested or to not move certain belongings). Overland's actions not only deprived me of this right, but also violated Federal law in doing so. Business Response /* (4000, 38, 2022/09/23) */ Pressuring the Customer has never been our intention, and it is disheartening to see this type of complaint. This complaint case has been brought to the attention of the Compliance division and investigated with the highest priority. The reason for this negative interpretation of a simple company policy (signing a settlement agreement prior to the release of the settlement amount), has been discovered. The settlement agreement is automatically generated by the system and sent to the Customer. However, the Customer reported not receiving the agreement, and our Customer service representative sent to him via email an outdated work template in PDF format which has never been part of the company's documentation included in the operational software. The Settlement agreement has been once again sent from the system and hopefully this time received by the Customer. Once the Customer returns the completed settlement agreement, the accounting department can schedule the check and close the claim case. Business Response /* (4000, 44, 2022/10/05) */ Dear Mr. *****, we have sent the release form several times to your personal and business email address. Apparently, you are not receiving the emails sent from our operational system. The settlement agreement will be once again sent as an attachment.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The movers quoted me initially $2,200 for 350cf. Three personnel came on the day of pickup. They arrived 2 hours late and immediately asked me for $100 each (total of $300). I transferred that amount to them even before they started the moving process. We had some stuff that was not packed into boxes which we were told will be packed into boxes by them. But instead, they just put numbered stickers on them and loaded them into the truck. They had stickers on literally everything, a small umbrella, two small stools that embed into each other. If these loose items were properly packed into boxes, our overall box count would not have been more than 35. Because of this, the overall count of items ended up being 90. The movers are using this number to tell me that our stuff occupied 650cf instead of the quoted 350cf and the new total cost of moving increased to $4559, which is more than double of the initial quote. I called their office, but I was told that without any proof that the stuff was not 650cf, they can't help me. Shouldn't they have pictures of stuff loaded into the truck for verification purposes? Don't they have videos in their warehouses? Why are they asking me proof for the stuff that was loaded into their trucks by their drivers? If they are asking me proof for it not being 650cf, do they have proof of it being 650cf? How can I take their word for it? It could be 250cf too?. As there was nothing I can do at that point, I told them I will take videos and photos when the delivery truck came as proof of the volume of stuff we had. I did that, I showed them the video of our stuff packed inside the delivery truck which clearly showed it was less than 650cf, I'm not even sure if it's more than the initial 350cf they quoted me. I took pictures and videos in front of their delivery driver. They are still not honoring their mistake and fixing this over charging issue. The initial quote was $2200, they charged me a total of $4859.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/06/01) */ Dear Customer, Please accept our sincere apologies for the inconvenience caused and that you had issues during your move. We have spoken with you at length and tried to come to an amicable resolution but our efforts failed. We apologize that we could not meet your expectations for the amount you wanted to be refunded during our discussions. However, we wanted to state that we are willing to refund a significant amount from your moving bill to settle the problem. We appreciate the time you took to discuss the issue. We do not accept that our movers got the cubic feet completely wrong, as the actual volume of the shipment can only be determined on-site. The initially provided estimate is based on the information provided by the customer. We are looking forward to hearing from you, and concluding a satisfactory resolution for both parties. Consumer Response /* (3000, 7, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding back. You either have to accept your movers got the cubic feet wrong, or that your delivery personnel lost some of my stuff? Because I provided you the videos and photos from the delivery truck before they started unloading here at the destination. I even have your delivery driver confirm that in the video and you can also confirm this with your driver, after all he is your personnel. The videos and photos clearly show that the amount of stuff is way less than 650 cf. So if you are saying the pickup movers packed in 650 cf and the delivery driver delivered less than 650 cf, then there are only two possibilities right? Either some of stuff went missing after pickup and before delivery, or the movers got it wrong. I wasn't aware that I had to take proof during the pickup or else I would have had done that. I have the proof during delivery and that should tell you how much space my stuff actually occupied. Please let me know how much amount you are planning to refund so that I can determine if it's acceptable to me or not. Business Response /* (4000, 11, 2022/06/09) */ We have made another effort to settle the issue on a satisfactory for the Customer level. We have contacted the customer and offered to refund an even greater amount than previously discussed. Unfortunately, the Customer didn't accept the higher amount offered. Consumer Response /* (4200, 13, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business offered very little amount as refund than what I was excessively charged. I was initially quoted $2,200. They charged me $4859. They are offering a refund of just $800 even after I showed them the proof that the luggage did not occupy 650 cf. I initially requested $1500 refund, which would still make my out of pocket cost to be $3,300. The business is not even close to offering that. Would they have been okay if I paid only $700 of their initial quote of $2,200 after they delivered the goods? If they are not willing to accept less payment for offered services, how will I be okay for a minimal refund for an extreme over charge? Business Response /* (4000, 15, 2022/06/14) */ We have contacted the Customer once again and offered the desired amount split in a straight refund of $800 and $700 transferable discount towards his next move, which the customer refused. We have offered also a straight refund of $1000, which unfortunately the customer reused as well. At this point after the numerous efforts to resolve this matter, we have failed to exceed the customer expectations.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted $1,450 for my move from PA to CA. I was told all devices was included. The movers arrived late, which led to us running to traffic. I was also charged me outrageous prices and had to pay $1,450 in cash for packing supplies. I had to pay the at before leaving PA. Once we reached VA, I has to pay an additional $1,985 before the movers would take my belongings off the truck. In total I paid close to $3,500, way above my quote and the company isn't doing anything to rectify the issue.

  Business response

  05/12/2022

  Business Response /* (1000, 6, 2022/05/05) */ We are thankful to the Customer for using our moving services and apologize that we couldn't exceed her expectations. We apologize that the movers arrived late and couldn't prevent the unforeseen circumstance of heavy traffic. We already have spoken to the Customer, and we have apologized for the issues during this move. The Customer was given a substantial discount and a refund. If the Customer would like to take any of the other allegations further we will be here to assist and provide any information necessary to conclude the matter. As a company, we take our Customers' feedback very seriously. If any deviations are discovered, all necessary actions will be taken.

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