ComplaintsforBudget Van Lines, Inc.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Tuesday, March 21st, 2023, I was contacted by a representative from Budget Van Lines, he was following up with a request submitted on the website to obtain a quote. The representative tried to rush the whole process and told me that my quote was $2924, I told him that I thought I could find something more affordable and that I preferred to wait but he was very insistent that I needed to sign with them because the price was going to go up the next day. He said that I should pay $250 to reserve the service. I asked him a few times if the deposit ($250) was refundable to which he responded that they were as long as I canceled before the moving day (the first week of June), I trusted him and proceeded to give him my credit card number and signed the documents he sent by email (which he was in a rush for me to sign because I was trying to read and he kept asking persistently if I had signed them already). We finished the process that day. On Friday, March 24th at 8:39 am I texted him and later on, called him to cancel the service he said that he will cancel it but he could not refund me. I told him that he said the opposite on March 21st. **************** did not offer any other option, not even investigate the call (because they record them for quality purposes) and the representative told me that I could keep working with them, that way I did not lose the $250, which was borderline manipulative and unethical. Information was hidden or not clearly stated to me and the whole process was rushed.

  

  Business response

  04/04/2023

  To Whom it may concern,
  
  After our investigation regarding this complaint, we found that the customer received a price quote that was only good for the time of the quote. To guarantee the price will remain the same the customer requested to book and reserve the move, an estimate was sent to the customer and once the customer signed the estimate the deposit was collected. 
  
  The estimate that the customer signed confirming that the customer read the estimate in full, understood and agreed to the terms and conditions listed in the estimate before signing it, specifically states that the deposit of $250.00 is non refundable. That being said, we also found that the customer was told that the deposit is fully refundable and based on that have refunded the deposit back to the customer's card.
  
  Thank you.

  Customer response

  04/06/2023

   
  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. I appreciate Budget Van Lines *************************** for investigating in depth.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, September 18th, 2022 I received a quote from ******************************* to move from **************, ** to **************, **. She said she would include 30 boxes in the quote. At first the quote sounded great (around $2,300 for 725 ft. of space) and she sent me the estimate to sign, which I did and gave her my credit card number for the quote. She then emailed me a 2nd quote around $2,500 a few minutes later and said the first one was an error and asked me to sign the 2nd one. I did not sign the 2nd quote and instead called ******** back to get clarification on 30 boxes (as I had boxes and bins of all sizes), and also added some other items. The quote then ballooned up to $3,800. I told ******** over the phone I couldn't accept the most recent quote. Like this all happened in less than an hour from start to finish. The move was planned for Saturday, 9/24/22. ******** told me over the phone I would be refunded and also emailed me that I would be refunded. She then said a few days later my deposit is non-refundable. I feel so swindled out of money for a quote I couldn't accept. DO NOT USE THIS COMPANY, they will lie to get you to make a deposit and then balloon up your quote. The paperwork does say your deposit is non-refundable, but they don't give you accurate quotes...just a vague 30 boxes (no size even stated). An operations manager called me, and said an investigation needs to be opened. However, he kept trying to put it back on me that it was my fault because I signed the paperwork. So shameful

  

  Business response

  10/11/2022

  The notice of this customer's complaint was only sent to ******************** on October 10th, and the original complaint on September 25th was never received through this platform.  Budget Van Lines has already provided a full refund back on September  27th as we agreed with the customers concerns then.  

  Customer response

  10/11/2022

   
  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.
  

  Hello,

  
  

  I have heard from Budget Van Lines and received a refund, thanks so much!

  
  

  Sincerely,

  ******

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled a move from Toledo OH to ********* ND with Samantha for pick up dates of Sept 7th thru the 10th, with preferrred pick up on Sept 8th or 9th due to my traveling window to ND. We went over my inventory very carefully and revisions were made, I took off items that I had decided I would not be taking. I paid the deposit on 08/25/22 in the amount of $1025.44, per Samantha she stated I should hear back from the carrier in a few days once my move has been picked up. The operations team would reach out to me. I heard nothing from anyone at Budget Vanline. on 08/29/22 I spoke with Samantha again via text message and via phone call, she advised me that everything on her end looked good, and was booked. She wasn't sure why I had not heard from operations or the specific carrier. She would send another follow up email. I waited a couple hours and no contact was made from the Operations Team. I called BudgetVanLines customer service at ************ option 2, spoke with Donald B****** on 08/29/22, who was very rude. Per Donald, there is NO carrier that has picked up my move to ********* ND. I can wait it out longer while "They shop for a carrier or Budget Van Lines can issue a refund". I received an email from Donald B****** stating a refund would be issued of $1025.44 from their accounting department, which I cannot talk directly to, this would be completed in 1-3 business days! I do not have a refund and my bank has no record of a refund in process. I need this refund ASAP. I cannot move forward with another moving option until it's received. BudgetVanlines has zero communication between departments. I do NOT understand why I was told by Samantha my move was booked with a carrier then Donald B****** tells me NO carrier is available. The deposit was withdrawn immediately, my refund should be issued immediately as well. I have a job offer pending my move to ND and I have been mislead by BudgetVanlines. Refund needs to be processed immediately.

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/09/02) */ Budget Van Lines agrees with this customer's concerns and a full refund was in process prior to the receiving of this complaint.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company for a recent move from Austin, Tx to ********, FL. The representatives I spoke with during my planning were Lisa and Donald. They assure me multiple times that the horror stories I had reviewed were simply untrue and that they had never experienced issues with a move. Pick up was arranged for 7/27/2022 at 8am. I rearranged my schedule to accommodate. The movers showed up at at 2:30pm. Following this they would not start packing my items. I was confused, but apparently budget had not sent an updated inventory list. It took 3 hours for them to start packing. I was distraught as I had to get my 6 year old. We live in a very upscale home and clearly upstanding people, so I assumed they weren't worried about being paid. However, neither of the men spoke English so I had a hard time communicating. Eventually, after hours they took my belongings. Now, today is August 17th, the belongings were supposed to be delivered in (14days per the woman I spoke with.) I still do not have any idea where my belongings are. I called Donald at the Budget and he told me the movers van had broke down. This was the same story I heard when they were 6 hours late arriving on the day for pick up in austin. I have tried calling the movers and I have never had a return call. I did receive a text from the loving company asking me to call them, I called and never received a call back. This experience has been an absolute nightmare

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/09/01) */ Budget Van Lines has been in touch with the carrier who was delivering the items to the customer's home and the items have been delivered and the carrier has provided a discount.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $5199.00 for my stuff to be moved to ***********. Still have the last 4164.43 for my delivery fee and they have changed my delivery date 3 times. And they have still not delivered my stuff and have started declining our calls. We have everything written out and would love to talk to someone about what can be done.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/05/26) */ The customer is correct that their items were picked up on 4/4/22. Based on the information that the customer provided to Budget Van Lines, the move was booked with an inventory that consisted of 57 pieces that we requested the customer to sign for to verify the inventory count (see attached estimated inventory and estimate). We ask customers to sign a 1 page document to verify the inventory so that it is accurate. When the driver arrived to collect the items there were a total of 162 pieces collected (see attached inventory from carrier). This increase to inventory and overall volume of items to be moved caused the overall cost of the move to increase. At the time of pick up the customer and driver agreed to a binding price (see attached Bill Of Lading signed by the customer). The customer paid the driver 50% of the remaining balance at the time of pick up with the remaining 50% due at the time of delivery. The customer is correct that the items have not been delivered as of 5/17/22. After speaking to the carrier ********* Van Lines, it was confirmed that the carrier was planning to deliver the items at the beginning of May but was unable to complete the delivery due to the customer stating that they would not pay the remaining balance at delivery. The items were placed in storage until the customer confirmed that they were ready to accept the delivery and pay the remaining balance. Budget Van Lines delivery guidelines (See Section 13 in attached estimate) does state that the delivery starts from the time you are ready to accept your items & that this date can differ from what was discussed with Budget Van Lines. The carrier has confirmed that he has received confirmation from the customer that they will accept the delivery and make the payment. The items have been delivered as of this time. Consumer Response /* (3000, 8, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Us, the customer's who signed the contract, never once told the company that we would not pay for the delivery of our items. I am not arguing the fact that we had more stuff than originally planned. I am arguing the fact that without speaking to us first, they decided to not deliver my stuff in a timely manner. When we discussed things with them about the whereabouts of our belongings, we either got ignored or got the runaround. It took almost 2 months to receive our items and we only got a 50$ discount because they damaged one of our items once they finally delivered to us. After changing the delivery date 3 times! They said they attempted to deliver to us once and that our items were undeliverable. But we had also never received a call that they were going to be delivering our stuff, as we were told we would get a 24 hours notice prior to delivery. And I am very unhappy with the service I received and the stress this whole ordeal caused us. Business Response /* (4000, 10, 2022/06/09) */ The carrier ********* Van Lines made the decision to not deliver the items immediately on 4/8/22 - 4/9/22 stating that the the customer told them they would not pay the delivery balance. Budget Van Lines is the broker and does not own nor operate the transportation vehicles as stated in the estimate signed by the customer. All claims regarding delays should be submitted to the carrier.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Alan K*** was the representative who helped us and told us there would be zero problems canceling. My wife and I decided to cancel a day later and was told we can't cancel after he specifically said we could. We canceled an entire month prior to our move. No where on the contract that ALAN K*** gave states you cannot cancel. I am also receiving calls all day long from all over the USA because they gave my phone number to everyone. Budget van lines is unprofessional and DISHONEST.

  

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/01/21) */ Budget Van Lines only collects a booking fee after customer signs for the estimate (see attached estimate) giving authorization for the charge, and the estimate does notate that the booking fee is a non-refundable charge. The estimate (attached) does state that it is a non-refundable deposit in section 18 the cancellation policy "Moving deposits are taken to secure space on an available truck, so if you must cancel or postpone your move, please do so as soon as possible. Except as stated below, Broker/Booking Fees are NON-REFUNDABLE. " The topic is also reiterated in the credit card authorization "I HEREBY AUTHORIZE BUDGET VAN LINES TO CHARGE MY CREDIT CARD THE AMOUNT ABOVE. I UNDERSTAND THAT THE CHARGES ARE NON-REFUNDABLE FOR BUDGET VAN LINES BROKERAGE/BOOKING SERVICE..." The deposit would have been refundable (a separate charge from booking fee) as it is refundable if the cancellation occurs more than 7 days notice, but that amount was not collected by Budget Van Lines and therefore not able to refund. Consumer Response /* (3000, 10, 2022/02/08) */ Budget van lines is still having random moving companies call my cell phone at times throughout the day and I am fed up with it. I've seen numerous complaints about this happening to others on bbb. I just want them to have all of their vendors calling me. Budget does not state they will do this when you ask them for a quote so it's a big surprise when all of the phone called start. We contacted budget in Jan and the phone calls have been happening ever since. Thank you Alan K*** with budget van lines and you unprofessional company. No further contact by the business Business Response /* (4000, 12, 2022/02/09) */ We have taken action to remove the customers information completely from our systems. Once submitting a quote request on BudgetVanLines.com, based on your search criteria, our system will match you with licensed third party companies that can service your route. Budget Van Lines Inc, a federally licensed moving broker, could also be one of the companies competing for your business. Budget Van Lines is not a motor carrier and does not own moving trucks. Budget Van Lines will generate a quote for you based on the details of your intended move, as well as the availability of licensed motor carriers in Budget Van Lines' network. Additionally, at the bottom of the page we have a "Don't Sell My Info" link which informs consumers what do prior or after filling out their personal information. We remove any and all information from our system in a timely manner in compliance with TCPA and CCPA guidelines when the appropriate channels are used.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 2, 2021: Budget Van Lines relocation specialist David K****** by phone quoted price for an upcoming move from **** to *******. I finalized our move reservation later that evening on 4/2/21. I paid $1026.65 as the initial deposit payment for the move. April 5, 2021: I received and email from Junior M****** confirming our move order number (********) and our move carrier's contact information (***************************). After my initial inventory estimate was provided to David K****** on 4/2/21, I called Mr. K****** back to revise that inventory estimate to add a twin bed frame/mattress/box spring, patio furniture, a dining room table/chairs, 3 additional TVs, plus approximately 20 more boxes. Saturday, 4/10/21 : Movers arrived with not enough room in their truck. My fiance and I had to rent a 25-foot ***** to pack remainder of items and drive it to ******* from ****. Budget breached contract by not having enough room on truck, and as a result we spent $3k more than planned.

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2021/09/23) */ Budget Van Lines strives for each customer's move to be smooth and to their satisfaction. We strive to do this by collect an accurate estimate. Budget Van Lines set up this estimate based on an inventory with a 62 item count. Before Budget Van Lines charges anything to the customer, we ask the customer to sign off on a one page document that is solely to review the inventory (see attached "Inventory Confirmation"), and we repeat the inventory again on the estimate (see attached "Estimate") which much be signed for prior to any charges moving forward. The carrier arrived on site and collected 144 items (See attached "Inventories Items 1-144"). While Budget Van Lines does emphasize to the carriers to leave additional space for customers, we can only hold them accountable to the space based on the estimate signed for and agreed to by all parties. As the item count more than doubled (not including the items that were left behind), Budget Van Lines can not hold the carrier accountable for not having the additional space. Consumer Response /* (3000, 11, 2021/09/27) */ ***Document Attached*** BBB never considered the facts and evidence I submitted in my complaint. I even attached an audio recording from a phone call with s Budget Van Lines agent that confirms I REVISED the total number of items and weight in my inventory and that Budget Van Lines operations staff never passed that update along to the movers at ****** ******* I'm submitting my evidence again, and this time I'm requesting that the BBB response include an actual EXPLANATION instead of them just closing my case! Where's the explanation?????? -Mr. ***** Business Response /* (4000, 13, 2021/09/28) */ Mr ***** did call to update the inventory but was told in the call that we couldn't make the update as he was calling on 10/7 which was inside the pick up window (see the previously attached estimate) and carrier was already in route to customer's home. The customer was looking to add around 40 additional items. The customer inventory actually taken (see the carriers inventory previously attached) was well over that amount. Consumer Response /* (4200, 20, 2021/09/28) */ ***Document Attached*** Budget Van Lines staff admits in their rebuttal response that I "did call to update the inventory but was told in the call that we couldn't make the update as he was calling on 10/7 which was inside the pick up window". Except they are only describing one PORTION of that same phone call discussion and they intentionally failed to describe the REST of that phone call conversation. The fact is that their customer service rep (Denny sp?) went on to say in that phone call that he would still submit my requested changes to his operations team and then have them CALL ME BACK IF IT WAS TOO LATE TO CHANGE THE INVENTORY. The call rep clearly stated that he would check on the details of the late change WITH HIS OPERATIONS TEAM, then have them reach back out if it was, in fact, still too late to cancel the reservation. If the Budget call rep felt that it was too late without checking with the operations team, simple logic suggests that he would have just canceled the reservation immediately and allowed me to re-schedule a new reservation, without first forwarding the changes to an operations team. Budget Van Lines is acting willfully ignorant and intentionally leaving out the other material facts tied to this telephone call. I'm attaching the recorded audio from the telephone call. Anyone can listen to it for themselves and hear that Budget Van Lines completely ignored the content in the second half of the call (included in my audio recording) and only described the first half so they could spin their own self-serving narrative here. Just listen to the whole recording, and not just the first half that Budget is describing in their dishonest rebuttal. -Mr. ***** Business Response /* (4000, 22, 2021/09/29) */ Budget Van Lines has reached out to Mr. ***** and have reached an agreement in regards to a refund. Pending a final review and agreement.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 25th. we paid Budget Van Lines $1,018.56 to secure a move for us from Pennsylvania to **********, North Carolina with a mover. We were told that after our items were picked up on August 30th, the movers would have exactly 7 days to deliver our items to us. This did not happen. All our items and equipment we needed to live and work were on the truck and because the movers kept telling us there was a delay, we were unable to open our online business which we rely on to pay the bills. After two weeks had passed, a representative at Budget Van Lines reached out to the movers who supposedly told them they understood they were outside the 7 day window and would be compensating us for the inconvenience. However, our items did not arrive until September 14th and when we spoke with the movers they told us that they were not compensating us at all nor agreed to do so. We have contacted Budget Van Lines with no reply. We deserve compensation for the distress we have endured.

  

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/09/28) */ Budget Van Lines has reached out to both contacts numbers on the account without response. We did process a refund to the customer as they were correct and the carrier was late. Consumer Response /* (3000, 7, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only after filing a complaint with you did the company react with a $100 refund. I paid the broker $369.68, and the carrier $2594.25. I was refunded $100. The issue is the company makes arrangements with carriers that are not agreeing to the terms that are presented to the customer in the contract. The broker washes their hands of legal responsibility once your items are picked up. You are told to contact the carrier, who will tell you they did not agree to the conditions set by Budget Van Lines. So, the customer is stuck in a situation where a moving truck has all their belongings, you do not know where it is, or when it will be delivered until someone calls you the day before, whenever that may be Then, you must pay the remaining 1/3 of the cost of the move to the carrier, in cash, on delivery, non-negotiable, regardless of the circumstances, or your items will be held ransom. This part is clear with that long awaited phone call and must be agreed to or they will not come. This is where I leave it. I expect I will not receive any additional compensation from this. I just hope other families will not have to suffer as we did, but I anticipate that will not be true. I don't know what else to do, but feel these to be unsavory business practices. A family moving, especially during trying times, does not need this extra level of stress. Thank you for your time. Business Response /* (4000, 9, 2021/10/15) */ Budget Van Lines gave the refund as a courtesy. Budget Van Lines is a broker and does not own or operation any vehicles. Budget Van Lines is not responsible for any delays as stated in the estimate signed off by all parties (see attached estimate). It is listed twice. Once in Section 19: "Section 19: Liability Waiver: As a household goods moving broker licensed with the FMCSA, Budget Van Lines is not responsible for carrier delays..." And again in the credit card authorization: "I HEREBY AUTHORIZE BUDGET VAN LINES TO CHARGE MY CREDIT CARD THE ABOVE AMOUNT. I UNDERSTAND THAT THE CHARGES ARE NON-REFUNDABLE AND SPACE ON A TRUCK IS BEING RESERVED FOR MY SHIPMENT. IF I HAVE A CLAIM AGAINST THE CARRIER FOR DELAY, LOSS OR DAMAGE, I WILL FOLLOW THE CARRIER'S CLAIMS PROCEDURES."

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted budget van lines about our move from Chicago to Florida they were quick to help and offer us a quote, we gave them a very detailed outline of what we plan to move to which they quoted us $2,500. The move was set up do be done on August 28th and we were told it was going to be 3-5 days for our delivery to arrive. After pick up we learned that budget has gave our delivery to US standard van lines. When we contacted them on Sept 6th the rude customer service person said that its 10 day delivery from day of pick up and then she informed us that delivery would not come until Sept 17th. When we called again on September 14th they informed us that it wouldn't arrive until September 24th. Seems like they are playing a game and right now i feel like our things are missing and they are just covering it up. Not only did they jack up our price when they came for pickup by $2000 and now they are holdong our things hostage i would like an honest and and expedite our move

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2021/09/15) */ Hello, we strive for each customer to have an excellent experience with Budget Van Lines. We are having problems locating your estimate with us though with the name, email, and phone listed here. Was there maybe a different contact that was used for the move? Do you have the order number by chance? It would have been at the top of the estimate we would have requested you to sign. Our apologies for the questions, we just want to make sure we address your concerns.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I and my husband hired budget van lines to move our belongings from New York to Florida in the amount of $2185.75. The moving company picked up our things on the 19th of July and we're to deliver on or after July 23. Initially, I spoke to Alan K***, a representative at budget van lines who told me that we be able to send down up to 2,000 pounds, but when the movers got to us, they said that we would only be able to use up a certain amount of space. So we fit what we could in the van and sent the rest of our things in my vehicle. 3 weeks after we moved, we still didn't receive our things so I decided to call to get an ETA. The company had no ETA for us, but then proceeded to let us know that the company has up to 14 business days to get our items to us. Today, August 16, 2021, it is now 16 business days later and our belongings are God knows where. This morning, I woke up to a text message stating that they may come tomorrow morning between 8am and 11am and that we are to pay $994.03

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2021/08/31) */ The carrier did deliver the customer on the 17th, before Budget Van Lines was made aware of this complaint. The customer is correct that that the carrier was late for delivery by four days, and Budget Van Lines did arrange for the carrier, ********** Van Lines, to deduct $120 for the delayed delivery.

*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. ↩