Complaints

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

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  Budget Van Lines, Inc.

  9081 W Sahara Ave Ste 100 Las Vegas, NV 89117-4803

  
• 

  Budget Van Lines, Inc

  21255 Burbank Blvd. 03-116 Woodland Hills, CA 91367

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  Budget Van Lines, Inc

  21255 Burbank Blvd. 03-116 Woodland Hills, CA 91367

• 

  Budget Van Lines, Inc

  21255 Burbank Blvd. 03-116 Woodland Hills, CA 91367

• 

  Budget Van Lines, Inc

  21255 Burbank Blvd. 03-116 Woodland Hills, CA 91367

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:05/01/2024

  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.

  This business is buying people's information from another business TwoMovers.com. I submitted my information to two movers and immediately got harassed by phone and email by 5-6 companies. This company was one of them. I know that they also are advertising that they are "BBB Accredited" in their email and I have my doubts that that is true. It seems like a scam. I want them to delete my personal information that they have acquired from Two Movers.

  

  Business Response

  Date: 05/03/2024

  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 **** 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.

  

  Business Response

  Date: 06/27/2024

  Thank you for your message. We want to clarify that Budget Van Lines is not associated with the issues you've described. Upon your request to stop contact, we immediately ceased all communications.
  We assure you that any claims regarding identity theft are unfounded and not related to our company.  If you have any further questions, please email us at *******************************

  Customer Answer

  Date: 06/27/2024

  Hi,

  I'm sorry to re-open this but I am dissatisfied with this response. The business has not confirmed that they have deleted my data. I had requested them to delete my data in early May. When I called them in June, my information had NOT been deleted. This leads me to be untrustworthy that they have actually deleted it. I am requesting the business formally respond and clarify that they have indeed deleted my data. In addition, this business IS involved in the issues as I have received confirmation from multiple other businesses over phone. In particular, I am aware that Budget Van Lines is connected to 2movers.com since a representative from ****************************** confirmed this and confirmed that they were all connected as the same company. I am more than happy to request phone logs if needed. I am also concerned that this business and its associated businesses are participating in a price fixing scheme that I have recently reported to the anti-trust government email. I do not know what is going on at this company, but something is really off. Not to mention, I am disturbed that I was hung up on 4 separate times and was yelled at over the phone while I was simply politely trying to talk and ask questions. They also refused to get me in contact with anybody else at their company and were very defensive when I called.

  Finally, I am aware that 2movers.com/Budget Van Lines has indeed sold my information as another moving company associated with them CONFIRMED this over the phone. Again, happy to share all the evidence with BBB.

  Customer Answer

  Date: 07/23/2024

  Please address this ASAP. I am getting more texts from more moving companies meaning this company lied and has not deleted my data. My data is still out there and is being fraudulently used. Someone got into my bank account. I'm so ****** off right now. 

  

  Business Response

  Date: 07/31/2024

  This claim is invalid. The accusations are unfounded and defamatory to Budget Van Lines. If these baseless accusations continue on the BBB or elsewhere, we will consider legal action.

  Customer Answer

  Date: 08/01/2024

  *** me then. I have my evidence. I have someone on the phone who was also associated with you guys who outright admitted saying, after I told him that I wanted me information deleted, that he wants his money back. I also had a phone call where someone explicitly said that Twomovers.com and Budget Van Lines are linked and are the same company. I ALSO know this because when you call either company, it goes to the SAME EXACT phone line, which I also have evidence of from my call logs. Everything I said in this complaint has been solely speculative and allegations with the exception of my comment that my information has been bought and sold, which IS a FACT because it was literally STATED on the twomovers.com website under "Do not sell my information." I see now that you guys changed your whole website, too, probably running to hide what I BELIEVE (again, my OPINION) is a scam. Literally. Don't threaten me with legal action when you have no basis for it. Nasty behavior. Also, an apology for your guy literally screaming at me on the phone would be appreciated. I'll gather my evidence if need be.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/31/2022

  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 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

  Date: 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

  Date:08/17/2022

  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 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

  Date: 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

  Date:05/17/2022

  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 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

  Date: 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.