Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed a complaint with you on this company who is refusing to give my money back and was told today that my claim was denied because I filed complaints against them.

  Business Response

  Date: 02/12/2024

  *********************, 

  
  Thank you for bringing your concerns to our attention. However, upon thorough investigation, it appears there might be a misunderstanding. Our records indicate that we have not received any booking or payment from you. It's possible that there might be a confusion with another company. We want to assure you that we are committed to resolving customer concerns, but it seems there has been an error in associating your complaint with our business.

  
  If you could kindly verify the company's name and transaction details to ensure accuracy, that would be greatly appreciated. If there is a chance that your experience pertains to a different service provider, we recommend reaching out to them directly to address your concerns. We genuinely value customer satisfaction and want to assist in resolving any issues, but it seems there might be a misidentification. Please let us know if there's any further information you can provide to help us understand and address your situation accurately.

  
  If you have any concerns or need assistance, please feel free to contact us directly. Thank you for your understanding, and we look forward to resolving this matter promptly.

• Initial Complaint

  Date:11/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quoted ***** from Starline for my move. Moving truck Infinity Solutions charged ***** when they arrived. Items scheduled for pickup were detailed with Starline no additional items were added to the move. Moving company then failed to take everything on the list. They ran out of roomso I was out of luck. My moving list had 4 wardrobe boxes, six bins, two corner cabinets, a step ladder, vacuum all of which were not placed on the moving truck. I was forced to rent a U haul at an additional expense of 300 dollars in order to get my items moved.Now they refuse to return my phone calls.

  Business Response

  Date: 02/12/2024

  Thank you for taking the time to share your experience. We appreciate the opportunity to address your concerns; however, it seems there may be a misunderstanding regarding the company involved.
  Upon careful review, it appears that you might have booked your move with a company named "Starline *** Lines," which is a separate entity and not affiliated with our business, "Starline Moving and Storage." We do not work with any carrier with Inifnity in their name. 

  
  We want to emphasize that our records do not reflect any reservation or transaction under your name, and we do not have any association with the quoted amount or the company mentioned, Infinity Solutions. We are committed to providing exceptional service to our customers, and we regret any inconvenience you may have experienced.
  To address your concerns accurately, we recommend reaching out directly to the company you booked with, Starline *** Lines. They would be better equipped to assist you with any issues related to your move.

  
  If you have any questions or need further clarification, please feel free to contact us directly. We are here to assist in any way we can.
  Thank you for your understanding.

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starline Valines LLC was hired on 5/31/23 for our move from ******, ** to *****, **. On 6/4/23 they loaded our items in their truck and it's been more than 4 months since then and they refuse to deliver and return my goods, consistently failed to communicate, provide updates on the shipping status, ETA, or respond to my calls and emails. Seeking to have my items delivered and returned ASAP.

  Business Response

  Date: 02/12/2024

  Thank you for taking the time to share your experience. We appreciate the opportunity to address your concerns; however, it seems there may be a misunderstanding regarding the company involved. Upon careful review, it appears that you might have booked your move with a company named "Starline *** Lines," which is a separate entity and not affiliated with our business, "Starline Moving and Storage."

  
  We want to emphasize that our records do not reflect any reservation or transaction under your name, and we do not have any association with the quoted amount or the company mentioned. We are committed to providing exceptional service to our customers, and we regret any inconvenience you may have experienced.

  To address your concerns accurately, we recommend reaching out directly to the company you booked with, Starline *** Lines. They would be better equipped to assist you with any issues related to your move.

  
  If you have any questions or need further clarification, please feel free to contact us directly. We are here to assist in any way we can.
  Thank you for your understanding.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted star line vanlines for help moving me across state. They asked for deposit and I made good on the deposit with the company. Come to find out the next day were not moving anymore. I contacted my sales rep ******************* and he said he would help look into it for me. 1000$ later and now its out of my bank account. *** called him and the company directly for help but Im met with no answer. Dont trust this company to honor their deposit policies. They need all the money they can get.

  Business Response

  Date: 02/15/2024

  Thank you for taking the time to share your experience. We appreciate the opportunity to address your concerns; however, it seems there may be a misunderstanding regarding the company involved.
  Upon careful review, it appears that you might have booked your move with a company named "Starline *** Lines," which is a separate entity and not affiliated with our business, "Starline Moving and Storage."
  We want to emphasize that our records do not reflect any reservation or transaction under your name, and we do not have any association with the quoted amount or the company mentioned, Infinity Solutions. We are committed to providing exceptional service to our customers, and we regret any inconvenience you may have experienced.
  To address your concerns accurately, we recommend reaching out directly to the company you booked with, Starline *** Lines. They would be better equipped to assist you with any issues related to your move.
  If you have any questions or need further clarification, please feel free to contact us directly at [your contact information]. We are here to assist in any way we can.
  Thank you for your understanding.

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My move was reserved on May 24,2022 and my actually move was November 19,2022. All of their phones are now disconnected and I cannot get in touch with this company. Starlines employee, *****, scraped my number somehow and cold called me to convince me to change my reservation from another moving company to his. He gave me a great rate, affordable storage and promised I could use a credit card for my pick-up and one of my drop offs (I have multiple). I asked a ton of questions to ensure I was making the right decision moving my contract over to them and he assured me everything would be taken care of and that Starline would call me 3 weeks before my move, the week before and the day before to confirm my inventory list and pricing, and make sure all my questions were answered. What they did not tell me is they were outsourcing my move to a completely different moving company. They did not call 3 weeks or one week before, I had to call them 4 days before. They did an inventory check, gave me my final quote and told me my move date. The *** OF my move no one showed up. I called ***** at Starline and asked why the movers werent at my place yet, he said he would look into it. He called back with a detailed story that the mover got caught up at another move, the driver cant come to me the same day because there are union regulations but they will be there the next day. The actually moving company said this was false. My move ended up being $2000 more (cc not accepted) and I havent been able to get in touch with Starline since. All of their phones are disconnected and I still dont have my valuables. The other moving company has finally just taken over this move but Starline completely disappeared which is why I felt I should report to this. It is feeling fraudulent or negligent at best and they are falsely advertising in order to poach customers from other companies.