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:05/31/2023

  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.

  I rented a refrigerator and microwave through College truckers at **********. C.T. is still owing a refundable deposit of $160 and has not refunded my deposit - they're not picking their calls or responding to emails. I want my deposit refunded.

  Customer Answer

  Date: 06/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by College Truckers regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:01/18/2023

  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.

  When I graduated from ****, I shipped 4 big boxes of important stuff with College Truckers in May 2021,however, they only sent two boxes to my home, the other two have never been delivered, I have been waiting writing, and calling, so far, there is no response after Jan 24, 2022, almost one year ago. On Jan 24, 2022, their claim department said to compensate the loss I have been suffering, but zero compensation has been sent to me so far!!!My boxes are huge, how can they lost them?Why didn't they respond my inquiries? When will they compensate me for the loss?Thanks.*******

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by College Truckers regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:01/17/2023

  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 kid used college truckers to store items over summer 2022 as well as fall semester when she studied abroad. She attends ****** college in ************ and college truckers is headquartered in Brooklyn. Summer contract was signed May 16,2022, and we were charged $410.40. Weve lost the $400 plus the value of all items not returned to us. On Jan 16, 2023 were told via email by ******, a former employee who was still using college truckers website, that college truckers ceased operations in December 2022. We were never contacted regarding our stuff. No information exists online regarding college truckers closing down. No one has responded to our many calls, texts or emails.

• Initial Complaint

  Date:11/29/2022

  Type:Product 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.

  In may 2022, I sent my items to be stored and shipped by College Truckers. They stored my items with no problem, but the items I requested to ship were never shipped, and lost by College Truckers. I have been trying to communicate with college truckers for the past couple months, with little to jo ********* When I called, they put me on hold for ***** minutes and then hung up with me before being taken off hold 4 times in a row. They also have promised updates via text, and then not delivered the updates. They have been avoiding my request for customer service, and Im not sure why. Its now NOVEMBER in 2022 and the issue isnt resolved, no one has told me any information about my bags possible location, and intead have decided to question me. They have failed to provide the services they describe in their website with shipping, and I dont believe they intend to. I would like an update, a refund for all of the services, and compensation.

  Customer Answer

  Date: 12/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by College Truckers regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:11/09/2022

  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.

  May 2022 College Truckers picked up my daughter's belongings and furniture, then placed them in storage. August 2022 they delivered the furniture to *************** Condos. Her brand new dresser that had absolutely no damage was now very badly damaged. When she inquired about it they gave her some ridiculous answer about how her dresser was not in a box so it could not be guaranteed to be undamaged? It's not possible to put large furniture items in a box, nor could a 5' tall student be able to do so. We wanted them to protect our furniture and safely move it. Then they said you would call her back to come fix things and they never did. So I grade their company very objectively an F! We would like a refund on the moving expenses as well as someone to either fix the damage, or go to the store where we bought it and buy us a new one. This company has no expertise in moving, does not care about the people they are working for, and made no attempt to remedy the situation, yet they happily took our money. Just so they can find her name in their account, it is for ******************************* at *********************.

• Initial Complaint

  Date:10/12/2022

  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 am a student at ******************* and the university provided its students with college truckers to facilitate storage of my belongings over the summer. On April 25th, to prepare for move-out, I made a payment to College Truckers reserving their services for move-out and storage. College Truckers was late in picking up the belongings of many students on campus, so late in fact, that the dorms began to close before they picked up my belongings. I left my 4 boxes marked with my name for them to pickup outside of my room, as they instructed, and left my dorm as I was required to leave by noon that day. Since moving out, I've received multiple email and text communications from college truckers claiming that my belongings were picked up and requesting payment for them.College Truckers failed to provide me and my parents with a means to pay for the storage of my items and delayed sending an invoice of billable charges until September despite it being requested since July. The company's invoice for the storage of 6 boxes (instead of my original 4), was all they sent me, I paid. Because I am taking a gap year, I asked for my belongings to be shipped to my home as early as August, before the beginning of the school year, and College Truckers failed to do so. After months of silence they sent an invoice for fall storage ,something I never requested. College Truckers effectively held my belongings for ****** and demanded more money on top of what I had already paid.Recently, they've also asked me to pay for summer storage, claiming that I had paid for extended storage instead of the original summer storage, the opposite of what they had previously claimed. Finally, on October 8, they TEXTED me to say that my items were NEVER PICKED UP in the first place, meaning that they lied to me about the pickup of my items. I want my items delivered to me. If they don't have my items, I want the cost of the items covered and a refund for storage, because I paid for storage already.

  Business Response

  Date: 10/21/2022

  We sincerely regret not having sufficient and better data gathering system which caused the whole unsatisfactory experience ****** and *** had with College Truckers. Unfortunately, we have reason to believe that the boxes were not picked up at move-out. The boxes were not found in our storage units. We totally understand how frustrating this has been. We have filed a request to have all payments made to be refunded. The customer will be notified as soon as the refunds are processed.

  We apologize for the inconvenience and confusion caused by this matter. We have definitely learned from this. We are upgrading our database and over-all system for a better and improved services. We hope we can make it up to *** and ****** in the future. 

  Thank you. 

• Initial Complaint

  Date:09/07/2022

  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.

  My daughter hired College Truckers to collect her items for storage (*******************). As the only company that "picked up" and stored items, it was almost the only alternative even though prices were much higher than other colleges. They were late to pick up (almost fined for leaving her stuff in the room), got an email that they could not find her stuff, and overcharged for pieces (for example, for a 'large' fridge, it's small), and a 50$ late fee despite it was their payment site not working. Then, my daughter spent the summer receiving multiple predatory emails from this company attempting to bill extra insurance; at least twice a week, she would get such emails (for example, in the first week of August, she got emails on the 1st, 3, 5, 7, 9, etc.). Nonetheless, she could never get them to answer the phone. When they finally answered, we tried to put in a request for an earlier delivery date because our daughter was arriving early for Orientation activities, and they said NO, it is impossible, but then they tried to charge us 250$. With no alternatives, she scheduled the ******** regular delivery date (Sept 3) and a time for delivery (10 am-noon)). On the date and time of delivery, she never got the items. When called they sent emails later on that they had run into unforeseen circumstances and kept pushing delivery for Sept. 4, then alternate dates for next week. When everyone complained, one College Truckers representative wrote to tell them to instead go to a storage place (like a Uhaul facility) to pick up their items (instead of delivery). When they arrived, all boxes were stacked, without order, with no representative to organize, hand out, or help carry. The students had to get their transportation and carry everything. These are predatory practices, a breach of contract, terrible service, and outrageously high prices that scam students when there is no alternative service. They should get a refund of the fees paid for services not rendered.

  Business Response

  Date: 09/15/2022

  On behalf of the whole College Truckers team, I am deeply sorry for the inconvenience that ******** had to experience this past move in operation. To cut to the chase, we have indeed experienced unforeseen logistics and staffing issues during the move-in operation at Wesleyan this season. We did our best to execute our contingency plans but we admit we have failed to communicate this issue with our Wesleyan customers ahead of time. We sincerely apologize for the stress and hassle that ******** had to endure during the whole process of move-in. 
  
  Attached is the communication, our COO, ******, sent out to all affected customers. We have offered reimbursements for those who had to pay for transportation as long as the receipts are kept and will be provided to us. We have logged ********'s name in our Refund Sheet so our ****************** can circle back within this month regarding the transportation reimbursements and other form of compensation for failing to deliver and provide a hassle-free move in experience to ***************** 

  We understand the frustration and inconvenience that ******** had to endure while waiting and expecting for her items. We acknowledge the need to improve our operations. We have learned from this experience and we'll definitely apply the lessons for better over-all services in the future. 

  Thank you. 

   

  
  

• Initial Complaint

  Date:09/06/2022

  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.

  My son contracted with College Truckers in May of 2021. They picked up his items from his dorm at Trinity College in ******** on May 15, 2021. His items have been in storage since then, and were scheduled for delivery to his new dorm room yesterday. Unfortunately, nobody from College Truckers showed up. We received two generic updates that were both false/inaccurate. After we waited for seven hours in his dorm room, we received a another generic text that said due to trucking problems, there would be no deliveries in that today. As of this morning, we still have been unable to reach a representative. Every text we receive is from a text-only line. There is no answer at the number listed on their website. We have flown here from ********** to assist our son with his move-in process. His classes start this week, and so far he is sleeping in an empty room. This is all entirely unacceptable.

  Business Response

  Date: 09/06/2022

  Hi there,

  First of all, thank you so much for taking the time to make this complaint. We are always looking to improve ourselves and your feedback is valuable. Secondly, I am so sorry that you were not reunited with your items at Trinity.

  According to our records, your items were stored for one summer term (Summer 2021). Please see the invoice attached, which covers four months of storage with College Truckers (May 2021, June, 2021, July 2021, and August 2021). This invoice and the fact that there are no other invoices for your account, indicate that your items were stored for one four month storage term. 

  Though we do offer extended storage through the fall, spring, etc., we have no record that ***** ever registered for extended storage. We of course only provide extended storage to paying customers. I am so sorry that you were not made aware of this prior to your move-in. Our Customer Experience team should have made you aware of this when you signed up for fall 2022 move-in. I would like to extend my sincerest apologies for that.

  In the case that you choose to give us another chance, we would love to offer you a credit. If you have any further questions or concerns, do not hesitate to reach out.

  With gratitude, The College Truckers Team

• Initial Complaint

  Date:08/30/2022

  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 stored my dorm room belongings for two ******* and a gap year with them, and the delivery was supposed to happen on 8/25/2022 from 10am to 12pm. They were clear that 8/25 was the only option for delivery for my school. Not only was the appointment time disregarded, it is now 3 days past the delivery date, and today I have received to updates about the whereabouts of my belongings. They have provided no ETA and no word on compensation for the incredible delays, and though they said we could do a local pickup instead, the move-in and timeliness was something customers had PAID FOR. I am concerned that I will still be moving in while everyone is already in class. Morning of 8/25 was the first move in date for our school; that was when my appointment was. As such, I feel that I at least should have a priority delivery even though its been over three days delayed. If I dont receive my items soon I would like compensation for presumably lost belongings, the nights of hotel stays because I couldnt move in, and the cost of necessities for subsequent nights.

  Business Response

  Date: 09/14/2022

  On behalf of the whole College Truckers team, I am deeply sorry for the inconvenience that ***** had to experience this past move in operation. To cut to the chase, upon further verification, unfortunately, we are declaring the items lost. We are in the process of investigating this incident with the ************************ we contracted.

  The customer is entitled to receive $400.00 maximum insurance coverage for the 3 boxes and 1 suitcase. We received the claims report from the customer regarding this matter and the team who will handle all received claims will be responding to their email within this month. 

  We understand the frustration and inconvenience that ***** had to endure while waiting and expecting for her boxes and suitcase. We acknowledge the need to improve our operations. We have learned from this experience and we'll definitely apply the lessons for better over-all services in the future. 

  Thank you. 

   

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Despite College Truckers's claims to resolve issues on their previous response to the BBB, CT rejected our claims 9/30/2022 after 3 weeks of investigation if there is any, saying they only take claims with photos of damages.  In their response, CT offers no solutions about the lost goods nor the 3 payments they charged us for storage and delivery.  Its a complete scam since customers cant produce damaging photos on lost goods.  CT can steal customers belongings and deny responsibility by not delivering.  What a profitable business model!  We didnt realize robbery is legal in the moving industry. They kept breaking promises and deferred responsibility to first the local team, claim department, and then their company PROCESS.  We as consumers need your help and please reopen the case to inform others about their shady business practices.  

   

  Sincerely your,

  ******** ***

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/18/2022

  Thank you for the gentle reminder regarding this case. The customer's claims have been approved. We are still in the process of finalizing the check refund amount for *****. The customer will be notified as soon as the amount has been decided and the check is processed. We apologize for the inconvenience 

• Initial Complaint

  Date:08/29/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 is the most atrocious company I have ever dealt with. We drove from ** for our confirmed delivery date Thursday August 25th between ****. That delivery never happened but we were guaranteed delivery the next day. Friday came and went with numerous calls being made with promises of delivery and around 4:00 my daughter received a text that we could pick up her things if we preferred since they had no staff to deliver. We agreed to this and when I called to get an address of the storage place we were given the address but told they had no one there to meet us but we would receive a call in a few hours or first thing this morning to arrange this pickup. Now it is Saturday after calling two more times this morning being on hold for 20 minutes each time I was then disconnected. We then called the storage place and they kindly told us that they would meet us and let us search for her things. We travelled to *********** from DC and upon searching for her items (bed frame, mattress, dresser and desk) we have found a broken dresser, NO desk, and pieces of her bed frame that is unusable. The storage units were had access to were completely in disarray and we had unlimited access which I imagine was the case for others. Not only did my husband and I take two days off from work but we also paid for two days in a hotel to help our daughter get settled in her new apartment. Tried reaching out to them over and over today via text, email and phone and there has been no response. I dont even know how to say enough horrible things about this company but PLEASE warn others do not ever consider using them and I would like advise in term of how I can pursue payment for our stolen/missing/damaged items. Since this is a nationwide company please be advised that this happened at the University of ********.

  Business Response

  Date: 09/14/2022

  On behalf of the whole College Truckers team, I am deeply sorry for the inconvenience that ****** had to experience this past move in operation. To cut to the chase, upon further verification, unfortunately, we are confirming that pieces of furniture were indeed damaged during the move and storage operation. We are in the process of investigating this incident with our local team.
  
  We received the filed claim in our system and our Claims team will be handling all claims within this month. Unfortunately, the claim will be rejected. As per our Terms and Conditions at ************************************************, under the Insurance - Coverage Available section: 

  "CT's insurance coverage is restricted to boxes or items that are otherwise enclosed in secure packaging, such as plastic storage bins with secure closing mechanisms. CT does not insure loose, unboxed or unpackaged items, such as electronics, laundry bins, or furniture."

  As a gesture of goodwill, we will escalate this for re-consideration or for other form of compensation and the customer will be notified by our ***************** if a final resolution have been made within this month. 

  We understand the frustration and inconvenience that ****** had to endure while waiting and expecting for her items. We do highly acknowledge the need to improve our operations. We have learned from this experience and we'll definitely apply the lessons for a better over-all services in the future. 

  Thank you. 

  Customer Answer

  Date: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  College Truckers acknowledges their negligence in handling my daughters furniture but hide behind a cloak of bogus insurance coverage because her belongings were not stored in a plastic bin.  Is it  outrageous for a consumer to believe that when a moving company moves, stores and then delivers belongings to a customer that we should feel confident that the items will come back to us the same way we packed them. The manner that College Truckers delivered their service is completely unacceptable. 

  Please allow me to offer a few quotes from their website--"We offer a stress-free move for students around the country, and we do this by offering the most customer-centric storage, shipping, and moving service in the market. We've now served thousands of happy customers across the country under the College Truckers flag, and promise to always run our business the right way by building honest relationships with our customers and taking care of their belongings as if they are our own."

  "From convenient small appliance rentals to our signature white glove Home-to-************************ were here to make your move to campus simple. Sign up today and leave the hard work to us."

  "**** is committed to provide an excellent experience for College Truckers customers the best she can." (this employee repeatedly promised return calls, and never followed through. 

  Not only did College Truckers fail to provide care of my daughter's belongings but it must be mentioned that upon confirmation of a Thursday delivery my husband, daughter and I drove to meet the movers at the designated time from ** to Washington **. Not only were her items not delivered on Thursday we did not receive communication of this until very late in the day. Upon promising delivery the next day, this also did not occur. Saturday my husband drove to an storage company where SOME not all of our daughters damaged items were strewn about the unit. He had to try and locate the items and then strapped her mattress to the roof of our car because College Truckers refused to reimburse us for the cost of renting a U-Haul. It was not until Sunday, three days later, that a representative called me to schedule delivery of the missing items which eventually arrived completely damaged.  My husband and I took two days off of work, and spent money on a hotel to settle our daughter into her new apartment.  

  This was the first egregious offense with numerous, texts, emails and phones calls being made over a three day period to try and get my daughters possessions constantly getting the run around from this unprofessional business.  

  I sent a complaint to College Truckers ***************** formally after way too many emails back and forth with customer service and never received even an acknowledgement of our complaint. The reply on their claims department says resolution/answer would be received in two weeks. 

  After two weeks I reached out for a simple acknowledgment and was told they received my complaint and nothing more. 

  I am deeply disappointed in the lack of responsibility from College Truckers and hope that the BBB will assist our family in receiving compensation for the poor customer service and lack or regard this company has for it's customers.

  Respectfully,

  *********************

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/18/2022

  We are terribly sorry for how the resolution to the claims have been. I totally understand how Susan feels about the decision made. I'm afraid the claims response was solely based upon the Terms and Conditions (************************************************) as agreed by the customer upon signing up for the services.

  With regard to the unpaid invoice, the business does need to collect payment to cover the expenses incurred to pick up, store and deliver. We do have a designated collection team that takes care of unpaid invoices in our system. We can escalate this request to our executive team to see what can be done regarding this unpaid invoice. 

  Once again, our sincerest apologies for the inconvenience. 

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Services contracted with company were not delivered/followed through. 

  Email sent on 9/29 to CT 

  
  I am summarizing the complaint sent to the BBB below. 
  While you acknowledge the negligence in handling my daughter's furniture you hide behind a cloak of bogus insurance coverage because her belongings were not stored in a plastic bin.  I do not believe it is outrageous for a consumer (your customer) to believe that when a moving company moves, stores and then delivers belongings to a customer that we should feel confident that the items will come back to us the same way we packed them. The manner that you "delivered" and "stored" the items is completely unacceptable and in fact the pictures we have could be offered up as a "what not to do" when it comes to a storage/moving company.
  
  Please allow me to offer a few quotes from your website--"We offer a stress-free move for students around the country, and we do this by offering the most customer-centric storage, shipping, and moving service in the market. We've now served thousands of happy customers across the country under the College Truckers flag, and promise to always run our business the right way – by building honest relationships with our customers and taking care of their belongings as if they are our own."
  "From convenient small appliance rentals to our signature white glove Home-to-School Shipping service, we’re here to make your move to campus simple. Sign up today and leave the hard work to us."
  "Dony is committed to provide an excellent experience for College Truckers customers the best she can." (this employee repeatedly promised to return calls, and never followed through. 
  Not only did you fail to provide care of my daughter's belongings but it must be mentioned that upon confirmation of a Thursday delivery my husband, daughter and I drove to meet the movers at the designated time from NJ to Washington DC. Not only were her items not delivered on Thursday we did not receive communication of this until very late in the day. Upon promising delivery the next day, this also did not occur. Saturday my husband drove to a storage company where SOME not all of our daughters' damaged items were strewn about the unit. He had to try and locate the items and then strapped her mattress to the roof of our car because College Truckers refused to reimburse us for the cost of renting a U-Haul. It was not until Sunday, three days later, that a representative called me to schedule delivery of the missing items which eventually arrived completely damaged.  My husband and I took two days off of work, and spent money on a hotel to settle our daughter into her new apartment. You do understand that the part of the contract we entered into with you was that you would deliver her items so please explain why my husband was sifting through a storage unit to find her items and then had to bring what he found back himself?? Absolutely ridiculous!! 
  This was the first egregious offense with numerous texts, emails and phone calls being made over a three day period to try and get my daughters possessions constantly getting the runaround from your unprofessional business.  
  I sent a complaint to your claims department formally after way too many emails back and forth with customer service and never received even an acknowledgement of our complaint. The reply on their claims department says resolution/answer would be received in two weeks.  
  After two weeks I reached out for a simple acknowledgment and was told they received my complaint and nothing more. 
  I am deeply disappointed in the lack of responsibility from your company and cannot fathom that you believe you are due any payment. In fact, you should be paying us for the furniture we had to replace from your negligence and the incurred expenses to be on site when you scheduled delivery as well as the cost for us to pick up the items from the storage unit that you were incapable of delivering 
  Respectfully,
  
  ***** *****
  If you wish to discuss this matter further in addition to the continued invoices that Earl is sending, please contact my husband at ************ and he will schedule a time to discuss.  
  
  

  At this point since CT will not acknowledge that services contracted were not provided by the company, my next step will be contacting the Attorney Generals office unless representatives at  BBB have another option for me. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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