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:04/09/2024

  Type:Sales and Advertising 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.

  ***** with First National assured me the inventory over the virtual tour and recording would be accurate for the inventory list.****** with First National assured me on the phone and via text that the $9.4k I signed for would be the total cost and the price would not increase, only decrease if they overestimated.First National chose ****** Moving to do the move. ****** moved the start date from the 24th to the 23rd. They called me 1 hour after their arrival time to say they were stuck in a snowstorm in *******.****** increased the price to $14.3k because of "additions" to the inventory list, but I did not add anything. They dropped the price by $600 since I was promised $9.4k.They pressured me to sign the new agreement for $13.7k when they had already packed half of my house. They assured me they could revert it back to the original price of $9.4k after reviewing the recorded calls. They put me in a position where either I agreed to a significantly higher price or I would not be able to move in time.The reason I was given for the price increase is because the inventory list was not accurately done by ***** and the truck cannot fit everything, even though they brought a smaller truck than the truck ****** showed me without my consent.Even though I agreed to pay 40% at the time of packing/loading, they changed it to 70% without my consent. Also, I was not told about charges related to using a credit card until the second day of packing/loading.I was promised that I could store everything for $650/mo, but after the first month, they told me I owed over $1,900 for a month of storage.My repeated requests for a breakdown of the storage charges or an invoice were ignored. They have been emailing me from an @******moving.com email address, but they are asking me to send them money via Zelle to *********************** even though I was promised I could pay via credit card. I cannot verify this is a legit email address for the company since anyone can make that email.

  Business Response

  Date: 04/09/2024

  *****************************,
  
  Thank you for making us aware of your complaint. I will address each of your concerns in the order you listed them within your complaint.
  
  When the ***************** performed the virtual, a total of 222-items were recorded. The virtual estimation is only as good as the list of goods that are presented for estimation. According to the policy governing the virtual estimation; it is the customers responsibility to confirm the accuracy of their inventory list. Just above where you esign the contract, you see your inventory list and this section of policy in all capital letters.
  
  THE CUSTOMER IS RESPONSIBLE FOR CONFIRMING THE ACCURACY OF THEIR INVENTORY LIST PRIOR TO THEIR PICKUP DATE! WE ARE NOT RESPONSIBLE FOR ADDITIONAL ITEMS DISCOVERED DURING PICKUP THAT AREN`T LISTED WITHIN YOUR ESTIMATE. YOU MAY SHIP THE ADDITIONAL GOODS, BUT YOU WILL BE CHARGED ADDITIONALLY FOR THE ***** VOLUME ACCRUED IN FULL.
  
  ******, at First National told you that as long as you did not add items, or accessorial services, that the costs would not increase. The fact is, that additional items were added during the pack and load process. You must expect a cost increase when you add items or additional services to your order for service.
  
  Unfortunately, bad weather is an unavoidable problem within the transport industry. The truck did have problems during the snowstorm. We apologize for that. This is one of the key reasons that no national moving company guarantees arrival times, when the truck is long distances away from the clients address. Please review this section of your contract that solidifies my point.
  
  All pickup, load, and/or delivery dates are only estimates. FIRST NATIONAL VAN LINES will not be responsible for loss or damages incurred by unavoidable delay. FIRST NATIONAL VAN LINES will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load, arrival times, and/or delivery dates.
  
  Sir, all of the revised charges were fully explained to you the day of your move. You signed the revised order for service, giving written permission to ship the totality of the goods present on-site, at the total cost quoted. You could have shipped your original list of inventory; at circa $9,000.00 quoted, but you did not opt to do that. The price increase is not the company`s fault, and you accepted the increase. You were provided a $600.00 discount during the pickup process. No one told you they would "revert the price back to $9.4k" The charges were fully explained to you.
  
  The truck that was initially sent had space to occupy your original list of goods. You added items, which added volume to your order, and then the truck did not have enough space to house all of your goods. We handled that problem, after you agreed that you wanted to ship all of the goods present on-site.
  
  The carrier reserves the right to charge up to 70% of the balance remaining during the pickup process. It has never been 40%. The section of contract that I have included below, solidifies my point. The CC convenience fee is also listed within section two, below.
  
  2. PAYMENT. Payment shall be made to Provider according to the following schedule: Event and Payment Amount
  
  Upon booking, a deposit is required to be paid by bank wire and or direct deposit into company account. Upon pickup the carrier may collect up to 70%. Payment will be due in the form of cash, credit card. (NO AMEX) With a convenience fee, certified check, or cashier`s check postal money order. Due to Federal Law All Credit Card Payments Must Be Made In Person with ID Present. The remaining balance must be paid in full upon delivery by cash or postal money order. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in full of all charges is required before delivery and prior to unloading.
  
  Every charge is based upon the total volume the items accrue within the transport unit. The additional inventory caused the volume to increase, so the volume charges followed suit. As did the packing, the fuel charge, and the storage costs per month. According to section 2 of your contract, the delivery payment is accepted by cash, or Postal money order only. The company did not err in the method of payment requested at delivery. The Zelle request was a form of cash payment, because it is immediate. ****** Moving is the agent of First National Van Lines. The company has a contract with ******, that is recognized by the ****************************. Even the big-three, Allied, Mayflower, and United, utilize agents of their own. In modern times, the industry has transitioned into a network of service providers. This aids in the process pertaining to cross-country transports. This creates a quicker delivery, in most cases. We appreciate each and every one of our clients. We never enjoy learning that a client was unhappy with the processes of their move. I have gone in depth, to explain the issues you have brought forth, in detail. I did so, in order to bring more clarity to the service we provided, so that you may better understand the processes that we employ. I hope this brings closure to the issues you have reported. Thank you for your business, and I hope you have a wonderful day.

• Initial Complaint

  Date:04/02/2024

  Type:Order 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.

  Chose this mover from ** to ** because ive been screwed **** by movers before ( paying one price *** then during drop off having to pay more) the representative assured me it was only one price that of which is was however all my boxes and heavy duty bins were smashed and broken. 55 inch TV glass stand was snapped and broken as well as missing boxes. Filed a claim with the moving company and they will not pay or take responsibility on everything being damaged

  Business Response

  Date: 04/03/2024

  *********,

       Thank you for making us aware of your complaint. I am having trouble locating your order for service. Can you please provide your order for service number? We take all of our clients complaints seriously. We would like the opportunity to resolve your complaint. Thank you. 

  Customer Answer

  Date: 04/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  First National Van Lines ************************************************************************* At the time of the sale, we were told that the disassembly of our beds and desks was included in our quote along with professional packaging/furniture padding for our TVs, Monitors, wall art, furniture, and mattresses. First, the men showed up without an ***** wrench or basic tools and they asked us to go to the store to buy tools because all of ours were already packed away in the truck. So, we went to Menards and bought some basic tools, and borrowed a s**** gun from a family member close by. We ended up disassembling our bed frames because there were not enough workers to complete the job in a timely matter (there were only 2 people for a 3 bed 3 bath **** sq ft townhome). Total pickup took 6.5 hours to complete with OUR help. During delivery, we were then told they wouldnt help us re-assemble our beds because we had done it ourselves and it was a liability. We were pigeonholed in this situation and were forced to do the work ourselves once again late that night. In addition, they did not use professional boxing with foam inserts for our TVs and monitors like we were promised. They wrapped our monitors in paper, and one is now broken. They didnt use any protective covers/padding for our mattresses, rugs, or furniture. Our new rugs, dining table, dining chairs, coffee table, end tables, entertainment set, lamps, mattress, and other furniture are damaged in some shape or form.We called ******************* from First National Van Lines who works in Dispatch and oversaw coordinating our move immediately to let him know that our belongings were not being properly packaged. He was very quick to dismiss our concerns and told us to trust the process. We were stuck. Had we canceled, we would have lost our hefty deposit and delayed our move.We really regret not going with a more reputable company like *********************************

  Business Response

  Date: 01/30/2024

   

  *********************,

      We are writing to address your recent B.B.B review, regarding our moving services at First National Van Lines. We take all complaints seriously and strive to ensure that each of our customers are satisfied with our services. However, in this instance, we were disappointed to hear that you were not pleased with the services provided and that you felt compelled to file a review.We would like to take this opportunity to apologize for any inconvenience that you may have experienced during your move. It is our intention to provide exceptional service to each of our clients, and it appears that in your case, we fell short of our high standards.We encourage you to reach out to us directly via email to discuss a resolution. We want to ensure that any issues that you experienced are addressed fully and that you are satisfied with the outcome. We value your opinion and want to ensure that you are taken care of.Please note that we take all reviews seriously and maintain a policy of resolving any issues directly with our clients.In the meantime, we would like to thank you for choosing First National Van Lines, for your move. We hope that you will give us another opportunity to provide you with the excellent service that we are known for. We look forward to hearing from you soon.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  The company has reached out to a third party to process an investigation on the matter. At this time we can close this complaint until further notice. 
  

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

  
  

  Customer Answer

  Date: 03/28/2024

  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:
  
  I filed a complaint regarding First National Van Lines service from January 2024. After I posted my complaint, they had a third party mediator reach out advising they wanted to make things right with us. However, they asked me to close my complaint online so there could be compensation for our loss. 
  
  After two weeks, I was told that there was no settlement. The attorney said that they didn’t give a reason why and he instructed me to re-post my reviews so he could try to bring them back to the table to negotiate. I re-posted my review and then received a call from First National Van Lines that they offered me $800. I declined their offer. They then came back and offered $1200. We decided that this amount did not make up for our awful experience and declined. We would rather post our review and warn others from using this company. Learn from us and use a more reputable moving company. 
  
  
  Thank you,
  ****** 
  
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/29/2024

  ****** ****,
  
     We take all of our customers opinions seriously. We had your case complaint reviewed, comparing the details to your contract. We offered you $800.00, on top of your insurance claim reimbursement, and you declined. In a gesture of good-faith, we increased the offer to $1200.00 + claim reimbursement. You again, declined. We feel this is a fair offer, in sight of the legitimate disconnects in service you reported. We ask, that you please reconsider the offer. Thank you and have a nice day

• Initial Complaint

  Date:12/15/2023

  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.

  I believe it is important to bring this matter to your attention as I am seeking compensation for the deposit I paid, amounting to $2,023.32, for a service that was not provided. I engaged First National Van Lines to pack my house and transport my belongings from ******* to ******. The agreed-upon date for the movers to arrive was [date]. However, on the morning of the scheduled move, I was concerned when the movers were already 30 minutes late. I made several calls to the company throughout the day, but to no avail. It was not until 11 PM that evening when I finally received a call from First National Van Lines. They informed me that they would not be able to fulfill their commitment and failed to provide any information regarding a rescheduled date or time. This lack of communication and unprofessional behavior left me in a state of distress and uncertainty. Given the urgency of the situation, as my wife had a crucial medical appointment in ******, I had no choice but to take matters into my own hands. I rented a U-Haul and spent an entire day packing up my entire house by myself. Subsequently, I embarked on a long and ******* journey to transport my belongings to ******, all while dealing with the stress and anxiety caused by First National Van Lines' negligence. It is evident that First National Van Lines breached their contractual obligations by failing to provide the agreed-upon service. I am seeking full compensation for the deposit I paid, which amounts to $2,023.32. This amount represents the financial loss I incurred due to their inability to fulfill their responsibilities. I kindly request that you investigate this matter thoroughly and take appropriate action against First National Van Lines. Their lack of professionalism, failure to communicate, and disregard for their customers' needs should not go unnoticed. I trust that the Better Business Bureau will prioritize the resolution of this issue and ensure that justice is served.

  Business Response

  Date: 12/17/2023

  ***************************,
  
     Sir, every clients move has a primary and a backup date. The backup date is always the next day after the primary date. Often, our company must utilize the backup date, as was the case with your move. You cancelled services because of this. Our company has a non-refundable deposit policy. That policy does not have any circumstances for a refund to take place. Please review this section of your contract, as it pertains to the non-refundable deposit policy. 
  
  The customer agrees to pay the total charges for the moving coordinator services to be provided by FIRST NATIONAL VAN LINES. The customer further understands and agrees that the deposit/fee represents only a portion of the total estimated service charges, for scheduling and routing purposes. The deposit/fee is non-refundable after placing the reservation for scheduling purposes. 
  
  As stated, in my previous response. We will not refund your deposit. We will, however, allow you to utilize your full deposit towards a future move, as long as you schedule it within 24-months of your original date of scheduling. Please contact us if you wish to take advantage of this offer. Thank you and have a nice day. 

• Initial Complaint

  Date:11/15/2023

  Type:Sales and Advertising 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 company was hired to move my household from IA to SC on 9/9/23.- The original cost was $4929.00.- We updated our list of goods and the cost moved up.- The day of the move, the movers showed up and were saying that the goods were going to cost upwards of $9k to move. They were making claims that not only was I asking to move more than I had originally quoted, but that the things I had originally quoted (even though I was accurate) were different sizes than I had quoted.I notified the driver that I wanted to cancel my order. I did the same to this company.They are denying my request for a refund of the deposit ($1529)

  Business Response

  Date: 11/21/2023

  *********************************,
  
     Sir, you could have shipped your original list of items that you provided to our estimator for the cost quoted. You had even more items than you informed us of. If you cancel onsite, you forfeit your deposit. We had fuel and hourly wages involved in the attempted servicing of your pickup. Our company has a non-refundable deposit policy. We will not refund the deposit. But, we will allow you to utilize your full deposit to services within the next 2-years from your original date of scheduling. Please call us if you wish to take advantage of the 24-month offer. Thank you and have a pleasant day. 

  Customer Answer

  Date: 11/29/2023

  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:

  
  The business' response doesn't honor the facts of the situation.
  
  I was give a quote by this company after my initial estimate on what I needed to ship.  After a few days I added to my estimate and was given a proportionately higher quote.  On the day of the move, the movers (a third party) showed up and stated that they could not accurately estimate how much cargo I had to move since I had stacked it inconveniently in the garage.  They then doubled their quote and said they would not even be able to begin doing any work at all until I had agreed to pay this inflated amount.
  
  They also stated that I was expecting them to do extra work, since all of my stuff would need to be packed, even though I repeatedly stated that much of the garage was packed, there were just loose things on the stacks of boxes. The response I got from this is that my packing was insufficient and that their insurance would require that they repack everything.

  They also stated that any of their previous quotes were non-binding, since they had depended on my estimate.  They said that space estimate provided by their website was inaccurate because sometimes boxes were different sizes (which I had accounted for) and sometimes dressers were different sizes (once again: accounted for on the website by asking how many drawers the dressers had, etc).
  
  It was only after I had said I wanted to cancel the order that they agreed to move the initial load listed for the initial price and then to figure out anything extra afterwards ( I could pay more or move it myself).  At that point, I had no faith that they wouldn't damage my belongings on purpose and decided to proceed with cancelling the order.
  
  In the end, the company received over a thousand dollars as a good-faith deposit.  They then showed up and demanded twice the initial quote (which I didn't have twice the originally quoted stuff), and since I didn't agree to pay that (didn't have that kind of money), they are saying they get to keep the deposit since it's non-refundable and I cancelled the day of the move.
  
  I cancelled the move because they broke the terms of our agreement.
  I cancelled the day of because that's when they broke the terms.
  Since they broke the terms, all terms are invalid and the deposit should be returned.
  This method of dealing with customers leaves customers at the whims of the (third party) movers or they risk losing thousands of dollars.
  
  This company kept money that was paid for a service that wasn't received.  That is theft.
  They stated they would move a certain amount of stuff for a certain price and pressured me later to pay extra.  That is fraud.
  
  This company is involved in theft and fraud, all the while saying that it's customers are argumentative and rude.
  

   

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

  
  
  
  
   
  

  Business Response

  Date: 12/13/2023

  *********************************,
  
     Sir, the crew arrived to discover that there existed additional inventory that was not listed within your order for service. There were also some additional packing that needed to be performed. A revised estimate was composed according to the totality of the goods that were actually present onsite. The additional packing charges were factored into the revised quote as well. The new quote was presented to you and you did not wish to move forward with our services. You then cancelled onsite, sending the crew away. You could have shipped the listed goods within your order for service at no additional volume charges, but you chose to cancel altogether. The company, according to contract, does not refund deposits in cases of onsite cancellations. We sent the truck from over 304 miles away to pickup your goods. We exhausted funds sending the truck, and the crew to move your goods. That is another reason that we do not refund deposits for onsite cancellations. Our company is not involved in theft, or fraud as you recklessly allege. We stand behind our policies and contract. That is not theft, or fraud. We will honor your full deposit towards a future move within two years of your original date of scheduling, but we will not refund it. Thank you and have a nice day. 

• Initial Complaint

  Date:11/01/2023

  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.

  I contracted with *********************** and First National Van Lines for a move on January 10th, 2023 from a 2 BR 1st Floor apartment in ********, ** to a storage facility unit in *********************, **.I was told by ************** that I would have a team of 3 men who were professional movers come. Being winter in upstate **, they would wear booties so not to dirty the carpet, would breakdown and wrap furniture carefully, etc. He assured me the movers were ****************** belongings would be handled with the utmost care.I received a call on January 9th from **************, saying there was a logistical ************** would be partnering with a local moving company they had worked with prior, to handle my move on the 10th.What showed up was an old truck with 2 young men in street clothes - heavy coats & dirty work boots. No professional uniforms or booties were worn as promised.The young men were unprofessional, not careful with my furniture and actually broke an expensive, vintage chair right in front of me. They forced a metal bed frame to fold where it was not meant to because the one man kept saying he had to "get home to his son" amongst other, personal talk between them the entire time.My items went to a storage ******** met them as they were finishing unloading. We had a miscommunication about *********** had to drive 15 mins. to get a money order from a Walmart.When I returned to the locker, I started to notice damages, scratches, dents in my furniture (which was also never wrapped as I had been promised). I also found broken items that were shoved into areas between boxes, so I wouldn't notice them. They ignored boxes clearly stickered & marked as "Fragile" and "this end up" as they were pushed under heavier boxes & left on their sides.I have over 70 photos of damages & broken items. The damage is in the thousands and I can't replace many of the items as they were Mid Century pieces.Repeated emails to ************** have gone unanswered.

  Business Response

  Date: 11/06/2023

  ******************
  
     Ma'am, we had a representative reach out to you last week in order to attempt to resolve your issues with services rendered. You have not complied with the representative, nor will you return calls. We initiated an investigation into the details of your complaint. You moved last January, but are just now filing a Better Business Bureau complaint. When you last spoke with a representative from our company directly after delivery, you did not mention the events listed within your complaint. This is very odd. We wish to speak with you as soon as possible, please. Thank you, and we look forward to hearing from you soon involving the issues you have now reported with services rendered.  
  
  Thank you. 

• Initial Complaint

  Date:10/20/2023

  Type:Order 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.

  On March 1, 2023 I hired 1st ******************************* to move my household from **********, ** to *******, **. I spoke with *********************** (#*******). I provided him a move date and the to and from address as well as an inventory of my household items. For this move I paid close to 6K which included insurance. When my furniture was picked up in ********** (March 3, 2023) two people performed the move in a very large truck that housed all of my items. When my items arrived in ******* on April 3, 2023. One driver and a smaller truck arrived. The driver demanded the final payment before he would unload the truck. I paid the remaining balance. The driver alone unloaded the truck with my furniture and boxes. Every piece of furniture was damaged. The guy refused to move the furniture and boxes in the respective rooms. I called the company in tears as this guy was unloading the truck. I even asked him to stop because he was damaging my things. He refused to stopped. I informed the company what was going on and they contacted the owner of the company who picked up and delivered my items. This guy called me yelling and telling me that I shouldn't call anyone else because they couldn't do anything. when the guy finished unloading the truck, I asked him where were my other items. He said he doesn't know. I wouldn't signed the document he left because all of my items were not delivered. After hours of documenting and submitting claims to two insurance companies provided by the company. Both insurance companies informed me that the company was not insure with them. I reached out to First National on July 10, 2023 to informed them that yet the 2nd company has informed me that the ** company is not insured with them. On July 13 I submitted the inventory of missing items and damages to 1st Nat'l. On July, they sent me an email stating they have submitting my claim and I should receive a check in ***** days. I haven't receive anything. The company isn't responding to my emails as of Oct 16.

  Business Response

  Date: 10/23/2023

  *********************,
  
      You sent your emails to the wrong email address, ma'am. Your claim had to be resubmitted. I just spoke with the insurer. The processing will be completed on Monday, 10/30/2023. Your reimbursement will be ready to disburse at that time. We apologize for the delay. We were not getting your emails. You will be contacted on Monday, with the details of your claim reimbursement. Thank you and you will hear from us soon.

• Initial Complaint

  Date:10/18/2023

  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.

  Be very careful with First National Van Lines, they are not a moving company there are brokers. I first question I asked my rep *************************** was is your company the only company I will deal with because if not I will find another company? He answered me, yes, and that he will be my rep thru out our entire move. Not true. So that is how my relationship started with this company. My move happened on a Saturday when a different company showed up to pack our things, so i was not happy and called customer service, ****** and his supervisor only to find out that they are closed on the weekend so I was stuck with this moving company and out of luck, my house was closing on Monday and I had to except the new total. I feel that I was lied to and deceived by this company, after several calls and emails I was told that I was not lied to or deceived. The answer I received from the First National Van Lines was "e "deceived my ***!;" and then hung up on when I was in the middle of a sentence. Terrible experience to go thru and it just seems they just don't care.

  Business Response

  Date: 10/18/2023

  *****************,
  
      First National Van Lines, is a carrier, with their own fleet, and they have broker authority. This is also true of the Big-Three. Allied, United, and Mayflower are the biggest moving companies within *****************. They have broker authority as well. The entire industry works like a network in modern times. 
  
  ****** was your sales representative through the entire move. Also, our customer service department spoke with you a multitude of times. 
  
  Your move costs were initially quoted from a list of goods you provided consisting of 138-items. When we sent out our crew, they discovered a total of 278-items. You signed to ship the totality of your items at the revised cost quoted to you onsite. 
  
  Post-delivery, you began threatening our company if we did not refund you the difference in cost. In other words, you demanded the price we quoted to ship the initially quoted 138-items, even though you shipped almost twice the item count. 
  
  Also, all of the recorded call from your number were pulled from the company database. At no time was anyone rude to you, as you suggest. 
  
  Sir, we never enjoy hearing that a client was dissatisfied with their move. We honestly try to do the best job possible. But, when a client ships twice as much inventory, you must expect the cost to ship to follow suit. Thank you and have a nice day. 

• Initial Complaint

  Date:09/28/2023

  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.

  I hired this company for a cross country move. Unbeknownst to me, they contracted my move to another company which I did not have the opportunity to vet. *********** they hired for the move has provided subpar service and failed to deliver my belongings within the agreed upon window. I have forwarded my concerns to First National Van Lines and have not received any type of response. At a minimum, I would hope that First National would advocate on my behalf for my belongings to be delivered and stop using this other company (Princz) for their moves. So far, I have paid $1252 to First National and $1855 to the moving company.

  Business Response

  Date: 10/03/2023

  *****************************,

        Thank you for filing your complaint. We are very sorry that your delivery has taken a bit longer than normal. Your delivery will arrive between 10/07/2023, and 10/09/2023. You will receive compensation for your inconvenience. The truck is in route, and we will see you soon. 

  Customer Answer

  Date: 10/11/2023

  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:

  Upon delivery, I was charged additional fees so I did not actually see compensation for my delay. Many of my items have arrived damaged or broken. I have attempted to submit claims, but the website portal is not working.

   

   

   

   

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

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

  Business Response

  Date: 10/18/2023

  *****************************,
  
     Thank you for filing your review. We wish to aid you with your issues immediately. Please give us a call at **************. You may request to speak with ***. We will get everything taken care of. We apologize for any trouble we may have caused, but we will make it right. 

• Initial Complaint

  Date:07/31/2023

  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 had a move planned for July 19th. I had to cancel the move. Movers did show up but nothing was moved because at the last minute my employer was not allowing me to move out of state. I paid this company $728 on July 14th and another $800 on July 15th. July 18th I asked for a refund and was told it was submitted to management. I contacted them again on July 21st and got no reply. I contacted them again on July 25th no reply. I contacted them again on July 26th and was told it was sent over to management and I should hear from them that day. I didn't receive any contact from them on that day. I tried contacting them again today and have got no response.

  Business Response

  Date: 07/31/2023

  *************************,
  
     Thank you for filing your complaint. This is a complaint due to the company's non-refundable deposit policy. Unfortunately, the company does not refund deposits. We will, however, allow you to move with us within 2 years of your original date of scheduling and utilize your full deposit towards that future move. Please let us know if you would like to place your move on hold for the 2 year period. Thank you and have a pleasant day. 
  
  The customer agrees to pay the total charges for the moving coordinator services to be provided by FIRST NATIONAL VAN LINES. The customer further understands and agrees that the deposit/fee represents only a portion of the total estimated service charges, for scheduling and routing purposes. The deposit/fee is non-refundable after placing the reservation for scheduling purposes. All requests to change the pick-up date, or place the move on hold, must be made at least 5 business days (Saturdays, Sundays, and holidays excepted) prior to the pack or load date (whichever applies) listed above. 

  Customer Answer

  Date: 08/03/2023

  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:

  The deposit/fee is non-refundable after placing the reservation for scheduling purposes. 

  The statement above was never told to me when placing the reservation and I don't have any paperwork stating this.

   

   

   

   

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

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

  Business Response

  Date: 08/04/2023

  *************************,
  
     Sir, your contract through First National Van Lines states the non-refundable deposit policy. Please review your order for service contract for clarity. I have also included a screenshot which reflects that policy. I underlined it for your convenience. Thank you and have a pleasant day.