Complaints

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

• Initial Complaint

  Date:01/15/2025

  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.

  I moved from *********** to *******, ****. One of the items to be moved was my mother&#**;s Jewlery box. The Jewely box was taped in plastic with 5 rolls of tape to protect it. You couldn&#**;t even tell what it was due to the wrapping, it was noted as a night table on the paperwork. It arrived unpackaged and the lid was broken off. All of the jewelry inside was completely gone. There was Jewlery in it from my late husband over 52 years. These sentimental items cannot be replaced. I would like to try to buy similar jewelry although it won&#**;t be sentimental.

  Business Response

  Date: 01/16/2025

  Dear Mrs. ********************     We deeply regret the distressing experience youve had with your move. We understand how important and irreplaceable sentimental items like your mothers jewelry are, and we sincerely empathize with the emotional impact of this situation.

  
       While we strive to provide the highest level of care during every move, we must respectfully refer to the terms of our agreement (attached), which explicitly state that we are unable to ship valuables, including cash, jewelry, and important documents. These guidelines are in place to ensure transparency and to help safeguard our customers most precious belongings.

  
      We recognize that this explanation does not alleviate your loss, and we are truly sorry for the circumstances. To assist you further, we recommend filing a claim through our claims partner, ********************************, at *************** or by calling 877-CSI-0074.
  We are committed to learning from every situation to better serve our customers. If theres any additional support or guidance we can provide, please do not hesitate to contact us directly.

  
  Sincerely,
  Management
  Southern Elite Van Lines
  

• Initial Complaint

  Date:10/04/2024

  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.

  ******************. Not only do they falsify documents after I signed them they also changed the price on day of pickup which they are notorious for. They tried to cancel when I told them I would not pay more. Then they said they would not be able to pick up everything saying I didnt provide correct inventory. I proved him wrong with the 63 pictures I had sent the broker. They dropped my $4k German hutch breaking it completely and laughed saying oops youll have to file this sorry. Then broke a new bookshelf in 4 places! They tossed expensive items on top of others in my storage unit. Then I found another persons box in my items & when I told them they said no its your. When I opened the box to show them I dont wear size 18 and it was full of mend hunting gear! He threw it back on the truck. Later I realiZed at least 6 boxes missing and all of my front patio furniture never arrived! They wont answer my calls or emails so I had to hire an attorney. They owe me $3600 in overcharges and $11k in missing or damaged items. Im sick over this whole experience. Back and forth for almost a year now with no resolve. They lie and refuse to provide my BOL and inventory sheets to date! They emailed a cut off copy of the Bol showing someone added my initials in boxes that arent mine. I have over 30 emails and 14 calls to them. After reading other reviews I see now Ive been scammed like everyone else. I will not stop until they reimburse me and provide my missing items/furniture/boxes and inventory sheets.

  Business Response

  Date: 10/22/2024

  **Dear Valued Customer,
  
  We sincerely apologize for any inconvenience youve experienced during your move. We understand how important a smooth moving process is, and we take your concerns seriously. Rest assured, we are currently reviewing the issues you've raised and have been trying to reach out to you to discuss how we can resolve them to your satisfaction.
  
  We kindly encourage you to contact ******* at **************** at your earliest convenience. He is ready to assist you and work towards a solution that ensures everyone is happy with the outcome.
  
  We truly value your business and look forward to speaking with you soon to resolve this matter. Thank you for your time, and we hope you have a wonderful day.
  
  Sincerely,  
  
  Southern Elite Van Lines
  
  ---
  
  Feel free to adjust as needed!

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22381964
  
  I am rejecting this response because:
  The call never happened once again as promised. We had a Scheduled call that I waited on and he never called. We are scheduled again for next week on Nov 4. This has been a reoccurring problem with them. Promising to calm me to address all the issues and never happens . 
  Sincerely,
  
  *** ******

  Business Response

  Date: 11/20/2024

  Thank you for reaching out regarding the challenges faced during Amys move. Southern Elite Van Lines values its customers and strives to provide a positive relocation experience. We have made every good-faith effort to resolve this matter, and I would like to address the concerns in detail.  
  
  As noted on Amys signed agreement, she selected the *Release Valuation Protection* option, which provides compensation at a rate of $0.60 per pound per article, with a maximum payout of up to $10,000. This is standard in the moving industry and ensures that clients understand their level of coverage.  
  
  Upon evaluating the paperwork and circumstances surrounding this move, I must reiterate that this job was booked by a third-party moving brokerage, not directly through Southern Elite Van Lines. The moving brokerage provided *** with an estimate based on the inventory list she submitted to them. Unfortunately, this estimate was inaccurate as it did not account for a considerable number of items omitted from her inventory list.  
  
  When our team arrived for pickup, the discrepancy in volume and items was identified, and *** was promptly informed of the additional costs associated with the actual volume she wished to transport. She signed off on the new agreement, confirming the items she wanted to include. Our team then proceeded to transport the selected items accordingly.  
  
  It is always our intention to ensure a smooth and satisfactory moving experience for our clients. However, Southern Elite Van Lines cannot be held responsible for inaccuracies in estimates provided by third-party brokers.  
  
  To address Amys concerns, we engaged our claims  adjuster, CSI, which handles claims for numerous moving companies across the nation. *** initially proposed a compensation amount, which *** rejected. As a gesture of goodwill, we reevaluated her claim and extended an offer of $2,000significantly exceeding our liability under the $0.60 per pound per article coverage.  
  
  Unfortunately, *** has not accepted this generous offer. It is also important to note that this move took place on September 4, 2023. As this complaint has been filed over one year from the initial date of service, it may fall outside the scope of the Better Business Bureaus terms and conditions for complaints.  
  
  We sincerely apologize for any inconvenience *** has experienced. However, we believe we have gone above and beyond our contractual obligations to resolve this matter amicably.  
  
  Thank you for your understanding. If there are any additional questions or concerns, please do not hesitate to reach out.  
  
  Best regards,  

• Initial Complaint

  Date:09/29/2024

  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.

  The broker that gave quote and set up service stated he worked for the company and was not a broker. All items in the home were detailed and a quote of ******* was given but at pickup the price was doubled. The guys that picked up items didn't work for the company directly and were told that we did not have a delivery address at this time and items should be stored. Two days after pickup we started getting harrasing calls from the truck driver stating that he would be here on Thursday and we better have a place to deliver items. We informed them again our items were supposed to be stored. These calls multiple times a day. Friday they threatened to take our things to ********** which we would have to recover and pay all extra transport fees, storage fees based on days stored and original price upon delivery. I rented a storage unit. This was done on a Friday and they were set to deliver to the storage unti the next day. Saturday morning we found out we were accepted by the real-estate agent that our application was approved and that we could sign the lease and move in that afternoon. When we informed the people of this they said no, deliver this morning or not at all. So I rented a storage building for less than 24 hours. I then had to rent a truck and pay another crew of people to deliver my belongings and that cost an additional ****** dollars. The number listed on the website goes straight to Voicemail and one of the guys harrassing us repeatedly said he was the owner- but I swear it was the same guy that had been calling all day from a New Jersey number even though they are supposed to be stationed out of *******. We kept being told that we told them to deliver our items and that the calls were recorded. There was no disclaimer that calls recorded, Was told they would send me the recording but never produced. We were given no reciept, bill of lading can't file a claim for broken or missing items. This company are scammers. I know they will deny this.

  Business Response

  Date: 10/08/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the concerns raised by our customer. We value transparency and always aim to provide the highest level of service, so we would like to clarify the events surrounding this move.
  
  ### Delivery & Storage Issue:
  Our records show that we contacted the customer regarding the delivery, and she confirmed that she could accept the delivery on Monday. We scheduled accordingly, but upon arrival, it was discovered that the customer had not yet closed on the house. We worked with her to find a nearby storage facility to store her belongings as a courtesy, despite this situation being outside of our control and caused by a delay with her lender. We offered a discount on the delivery to help ease the situation.
  
  ### Pricing & Volume Increase:
  The customer initially received a quote for $3,672.53, which was based on an estimate of ***** cubic feet and 81 total pieces of furniture and belongings. However, when our team arrived at the pickup location, the customer added a significant amount of additional items, bringing the total to 246 pieces, which required ***** cubic feet of space. This was 165 more pieces than initially quoted. As is standard in the moving industry, the cost of the move increases when more items or space is needed, which was communicated to the customer beforehand. Our estimate clearly states that the cost will adjust if additional items are added, and the customer signed off on this understanding.
  
  ### Communication:
  Our communication with the customer has been consistent throughout the process. At no point was there an agreement for indefinite storage; instead, the delivery was scheduled in accordance with the customers original request. The claim that our team harassed the customer is not accurate. Our driver did contact the customer to confirm the delivery window, as we were on schedule to deliver as agreed.
  
  ### Storage & Delivery Costs:
  In light of the situation where the customer could not accept delivery, we went above and beyond by paying for a storage unit to accommodate her belongings. This gesture was made in good faith to assist during a challenging time. However, once the items were delivered to the storage unit as per the customer's request, the customer became responsible for moving those items from the storage facility. 
  
  ### Conclusion:
  We have done everything possible to meet the customers needs, from honoring the agreed-upon terms, to offering a discount, and even covering the cost of temporary storage. We believe we have acted fairly and in accordance with our policies. The customer agreed to resolution on the call recording we have submitted. We did this as a gesture of good faith because we understand circumstances beyond their control sometimes can arise.The situation arose from circumstances beyond our control (i.e., delayed house closing), and we took proactive steps to address the challenges faced by the customer. We will continue to maintain open communication and are happy to address any further concerns the customer may have.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  
  Southern Elite Van Lines  
  Ps Here is the call recording link to download: **************************

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22354982
  
  I am rejecting this response because:  The majority of this response is B.S.  we still do not have a bill of lading and are unable to file a claim for the items that were broken.  From the initial point of contact to the truck driver at the end. I consider more than 3 calls a day harassing.  I found a storage unit.  I paid for it. We never asked for indefinite storage just the up to 30 days promised. The language relayed was that we hoped Monday but would have to let them know. All communications except original quote was with men that had thick accent and had limited English.  ************ is horrible and I knew when I submitted this they would answer this way but maybe someone else won't be subjected to this company's horrible service. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/22/2024

  DearJulie
  
  We appreciate your continued communication and the opportunity to address your concerns once more. We assure you that there has been no misinformation or deception in our previous response, and we stand by the facts we have provided, all of which are thoroughly documented.
  
  ### Bill of Lading & Claims:
  Regarding your claim about not receiving the Bill of Lading, we have sent this document to you multiple times via email. If you have not received it, please reach out to our office directly, and we will ensure it is resent. Additionally, please be reminded that you have up to nine months to file a claim for any damaged or missing items, and we are here to assist you through that process.
  
  ### Delivery & Storage:
  The situation regarding your delivery was handled exactly as documented. While we understand you were in a challenging position with your home not being ready, we accommodated this by working to store your items as a courtesy, and in good faith, despite this not being our responsibility. You were informed about the need for delivery, and the communication made by our team, including the driver, was in line with the agreed terms.
  
  ### Communication:
  Our team communicated with you according to the standard practices in the industry. We understand that receiving multiple calls in a short period may be overwhelming, but this was done to ensure timely delivery of your belongings. At no point was there an intent to harass you, and all communication was conducted with professionalism.
  
  ### Additional Items:
  It is clear that the scope of your move expanded well beyond what was initially quoted, with an increase in volume that doubled the original estimate. You agreed to these additional charges at the time of pickup, which is a standard process in our industry, and all documentation reflects this accurately.
  
  ### Final Statement:
  We strongly disagree with the assertion that we acted improperly. We have followed protocol at every step, and our priority has always been to provide you with the best service possible under the circumstances. We believe that your rejection of our response is a misunderstanding or an attempt to seek further compensation, but we assure you that we have been fully transparent and have upheld our commitment to you.
  
  We are happy to assist further with your claim and any remaining concerns. Please dont hesitate to reach out to us directly for assistance.
  
  Sincerely,  
  
  Southern Elite Van Lines  
  
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22354982
  
  I am rejecting this response because: I still hold to the fact that your company is horrible.  You say contact your office.  One number goes to a Voice-mail everytime and the other sounds like a fax machine.  I  do not want anything from you I just want to make sure other people aren't subjected to what me and my  family were. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Southern Elite Van Lines to assist me with my out of state move from ** to ** on 08/23/2024. I paid this farse of a moving company roughly $1,525 to move my property long distance. The company advised and confirmed that they would arrive between 12pm and 2pm on 08/23/2024, load my boxes/property and have the goods delivered to my storage unit in ************* 3-5 business days after pick up date. The booking agent ***** *******, misrepresented himself as a customer service/support agent during our initial call booking the reservation stated this was a straight shooting moving company, that was not a brokerage and that the movers that would be coming would legitimately work for Southern Elite Van Lines. This was all a lie! Per the ONE mover who spoke English, this company books the move to get the customers money and does not properly advise customers that they're reservation is then sold/contracted to another company to execute the move. Nothing that Mr. ******* stated to me during our discussion of the contract (which was recorded) held true! They kept telling me different stories to pacify me when they weren't hanging up on me mid call or pretending to be other people. My bed frame, office desk and kitchen table were completely disassembled and were damaged in transit! I no longer have the instructions with which to reassemble any of these items! The company refuses to respond to my emails or calls. If you go to their website they pride themselves in "fast and easy" moves, but this was NOWHERE near my experience OR there experience of a colleague whom moved his daughter from ** to ** around the same timeframe! I contemplated on whether or not to contact the authorities due to the manager telling me he was going to take my property back to **, knowing I no longer lived there, due to me continuously calling for an *** regarding my property that was not delivered until 9/9 !

  Business Response

  Date: 10/07/2024

  Dear Tarelle,
  
  Thank you for your feedback. We would like to clarify a few important points regarding your move.
  
  Firstly, Southern Elite Van Lines was the moving carrier responsible for your relocation. All documentation, including your contract and payment, reflects this. No third-party company was contracted to complete your move, and we are unsure why this confusion arose.
  
  Regarding the delivery timeline, the delivery window for your move was clearly outlined in the agreement, based on the mileage. For a move from Georgia to Massachusetts, the expected delivery window is 2-14 business days after you are ready to accept delivery. Your shipment was delivered within this specified timeframe.
  
  Thank you for providing photos of the items you mentioned in your complaint. After carefully evaluating the images, we have determined that three of the four items do not show damage that would fall under our policy for compensation. However, we do acknowledge that the entertainment stand, which is made of particle board, has sustained damage. It’s important to note that particle board is more prone to damage during moves due to its design and material properties.
  
  That said, you are still eligible to file a claim for compensation through our independent claims adjuster, CSI. They will assess the damages and compensate based on the insurance coverage selected for your move. Please visit [www.csipros.org](http://www.csipros.org) to file your claim. You have up to 90 days to submit your claim, and it can only be filed once.
  
  If you need any help with the claims process, feel free to contact our main office for guidance.
  
  We hope this clarifies any misunderstandings, and we are here to assist you further.
  
  Sincerely,  
  Southern Elite Vanlines 
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22343334
  
  I am rejecting this response because:

  Again addressing your horribly drafted contract that your reps give no one an opportunity to read before blatantly skipping over pertinent information, over promising and under delivering to get peoples money! Verbalizing false truths, which is still part of an agreement on a recorded line so TRY AGAIN! I have read numerous complaints on the BBB site and you people fool people without skipping a step lol! If you "can't find damage" to my property pics, please zoom in or purchase glasses to see the obvious scrapes and scratches to my NEWLY purchased furniture! Your company took ALL OF MY FURNITURE apart for zero reason and not ONLY do I not have all the screws and tools to now rebuild my property, you disrespect my furniture to say its "only plywood" and I should just expect you all to tear up my NEWLY PURCHASED AND ASSEMBLED furniture?! YOUR MOVERS TOLD ME HOW U ARE JUST A BROKER AND SELL MOVES TO OTHER COMPANYS TO CONDUCT THE MOVE!! HE CONFIRMED THIS AS I SIGNED FOR MY DAMAGED PROPERTY LOL TRY AGAIN!! HALF OF THE MOVERS BARELY SPOKE ENGLISH AND DISRESPECTED MY HOUSE BY OPENING MY WATERS AND HELPING THEMSELF!! I hope you receive this deplorable customer service when you move across the street let alone to another state! I TRUSTED YOU PEOPLE TO PICK UP MY PROPERTY 8/23 FOR AN AFTERNOON PICKUP!!! LIE NUMBER 1 AND WAS NOT REFERENCED IN YOUR CONTRACT THAT YOU DO NOT DO AFTERNOON PICK UPS! LIE NUMBER 2 DELIVERY TO MY STORAGE WOULD BE 3-5 BUSINESS DAYS NOT 2-14, TRY AGAIN! I had to continuously call to even get an idea of an eta for you only to lie to me further! When delivered your driver's tried to give me somebody else's skis!!! Lets be serious here! There is no professionalism or organization!! 

  You people have YET TO EVER return my phone calls requesting information on how to submit a claim! But thanks to the BBB site I found it and got it started MYSELF, won't bother waiting for you people to tell me one thing and lie to cover yourselves! 

  As I stated I WANT MY DAMAGED FURNITURE FIXED OR RECTIFIED AS IT WAS BRAND NEW OUT THE BOX NO MARKS NO SCRAPES - NOT BROKEN REGARDLESS WHAT THE MATERIAL IT WAS MADE FROM YOUR COMPANY BROKE IT WHILE IN POSSESSION OF MY PROPERTY. YOU TOOK APART EVERYTHING I OWN AND I HAVE HALF OR ZERO SCREWS AND TOOLS TO PUT IT BACK TOGETHER! WE'RE NOT GOING TO GIVE ME MONEY FOR A PIECE OF PLYWOOD AND CALL IT A DAY HERE! MY PROPERTY WAS DAMAGED IN YOUR POSESSION. Please save the disrespectful banter and finger pointing, please make this right! 

  
  Sincerely,
  
  Tarelle Tolson

  Business Response

  Date: 10/15/2024

  Dear Tarelle,
  
  Thank you for your continued feedback. We understand your frustration and sincerely regret that your experience did not meet your expectations. However, we would like to clarify a few important points regarding your concerns:
  
  1. **Delivery Timeline**: As previously mentioned, the delivery window was clearly outlined in your contract, and we delivered within this timeframe. For long-distance moves like yours, delivery times are based on mileage, and your delivery was made well within the standard industry window of up to 21 business days. While we aim for shorter delivery times, external factors such as logistics and traffic can affect the exact timing.
  
  2. **Contract & Verbal Agreements**: We understand you feel misled by verbal discussions. However, our movers adhere strictly to the terms outlined in the written contract, which clearly includes all key details about the delivery window, handling of goods, and insurance options. Verbal statements cannot override the written terms. Additionally, customers are always encouraged to review the contract thoroughly before signing. Should you have needed more time, you were welcome to request it. The terms in our contract are standard within the moving industry, including delivery timelines.
  
  3. **Movers and Company Operations**: It appears there was a misunderstanding regarding our operations. Southern Elite Van Lines does not broker or sell moves to third parties. We handle all moves ourselves, and Southern Elite Van Lines completed your move in its entirety. All documentation reflects this correctly.
  
  4. **Damage to Property**: We understand your concerns regarding the condition of your furniture. Our intention was not to minimize the damage but to explain that certain materials, such as particle board, are more prone to damage during transport. We regret any damage that occurred, and as mentioned, you are eligible to file a claim through our independent claims adjuster, CSI. They will assess your claim and determine compensation based on the coverage selected.
  
  5. **Disassembly and Missing Parts**: Disassembling furniture is a standard practice in the moving industry to ensure safe transit. We apologize for any missing screws or tools, and we recommend including this information in your claim so that the adjuster can address it properly.
  
  Please rest assured that we are committed to resolving this matter. We encourage you to proceed with the claims process to seek compensation. If you need any assistance with this process or have further concerns, our team is available to help.
  
  We hope this clarifies the situation, and we remain committed to supporting you moving forward.
  
  Sincerely,  
  Southern Elite Van Lines
  
  
  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22343334
  
  I am rejecting this response because:
  

  1. **Delivery Timeline**: As previously mentioned, the delivery window was clearly outlined in your contract, and we delivered within this timeframe. For long-distance moves like yours, delivery times are based on mileage, and your delivery was made well within the standard industry window of up to 21 business days. While we aim for shorter delivery times, external factors such as logistics and traffic can affect the exact timing. SHADY BUSINESS!! YOUR CALLS ARE RECORDED YOU DO KNOW THIS RIGHT?! EXAMINE MY CALL AND YOUR PUSHY SALES PERSON THAT CONTINUOUSLY CALLED ME LYING TO ME TO GET MY MONEY!!! LISTEN TO HOW HE "READ" THE "CONTRACT" WITH ME OVER THE PHONE AND RUSHED PASSED PERTINENT INFORMATION!! I'M SURE YOU WILL LOOOOVE HEARING HIM TELL ME DELIVERY TO MY LOCATION FROM GA WOULD BE 3-5 BUSINESS DAYS!!! WHILE YOUR "CONTRACT" STATES YOU HAVE 120 DAYS!!! IT DOESN'T EVEN TAKE 120 HOURS TO GET FROM MASS TO GA!! POINT BLANK THE ONLY REASON I DID BUSINESS WITH YOU PEOPLE WAS BASED OFF OF YOUR SALES PERSON LYING TO TAKE MY MONEY!! HE LIED ABOUT MY PICK UP TIME STATING THAT "OH THEY DO AFTERNOON PICK UPS ALL THE TIME" COME TO FIND OUT THEY DO NOT LOL - IT WOULD BE 1 THING IF CHRIS DELGADO WOULD HAVE GIVEN ME TIME TO READ THE CONTRACT FOR MYSELF WITHOUT HIS SHADY GUIDENCE AND OMMISSION OF TRUTHS!! BUT HE DID NOT HE JUST WANTED MY MONEY AND BLOCKED MY CALLS THERE AFTER! 
  
  2. **Contract & Verbal Agreements**: We understand you feel misled by verbal discussions. However, our movers adhere strictly to the terms outlined in the written contract, which clearly includes all key details about the delivery window, handling of goods, and insurance options. Verbal statements cannot override the written terms. Additionally, customers are always encouraged to review the contract thoroughly before signing. Should you have needed more time, you were welcome to request it. The terms in our contract are standard within the moving industry, including delivery timelines. VERBALK AGREEMENTS ARE STILL LEGALLY BINDING OR ELSE WHY DO YOU RECORD PHONE CALLS?! AGAIN WHEN YOU HAVE A DISHONEST EMPLOYEED STATING UNTRUTHS SKIPPING OVER AND THROUGH YOUR LEGALLY CREATED CONTRACT THAT IS A PROBLEM FOR YOUR BUSINESS REPUTATION AND INTEGRITY!! HE GAVE ME NO OPPORTUNITY TO REVIEW THE CONTRACT FOR MYSELF, HE EVEN YELLED AT ME WHEN I STATED HE WAS BEING TOO PUSHY! I FEEL TAKEN ADVANTAGE OF BEING THAT I AM FEMALE AND WAS OUT OF STATE! HE KNEW EXACTLY WHAT HE WAS DOING! 
  
  3. **Movers and Company Operations**: It appears there was a misunderstanding regarding our operations. Southern Elite Van Lines does not broker or sell moves to third parties. We handle all moves ourselves, and Southern Elite Van Lines completed your move in its entirety. All documentation reflects this correctly. THAT MUST BE SOME MISUNDERSTANDING BECAUSE BOTH THE PICK UP DRIVER AND THE DROP OFF DRIVER BOTH STATED THIS INFROMATION AND HOW EVERY ORDER FROM CHRIS DELGADO IS MESSED UP AND THEY ALWAYS HAVE TO CALL MANAGEMENT DUE TO HIM LYING TO CUSTOMERS AND YOU'RE COMPANY BEING BROKERS. JUDGING OFF OF HOW I HAVE BEEN TREATED BY CHRIS DELGADO AND OTHER SUPERVISORS (YELLED AT, CHASTIZED, ABD BELITTLED) YOU REALLY DO NOT DESERVE TO BE IN BUSINESS ANYMORE ESPECIALLY LOOPING EVERYONES PROPERTY TOGETHER THEN GIVING AWAY THE WRONG PROPERTY TO THE WRONG PEOPLE! 
  
  4. **Damage to Property**: We understand your concerns regarding the condition of your furniture. Our intention was not to minimize the damage but to explain that certain materials, such as particle board, are more prone to damage during transport. We regret any damage that occurred, and as mentioned, you are eligible to file a claim through our independent claims adjuster, CSI. They will assess your claim and determine compensation based on the coverage selected. YOUR INTENTION WAS DEFINITELY MEANT TO MINIMIZE AS YOUR TEAM FULLY WRAPPED MY ENTERTAINMENT UNIT IN MOVING BLANKETS, I DON'T KNOW IF THE PICK UP MOVERS SNAPPED IT OFF OR WHAT BUT THERE IS NO WAY THAT COULD HAVE "JUST HAPPENED" UNLESS HANDLED IMPROPERLY DURING THE MOVE. I AM FULLY AWARE OF THE WARE AND TARE THATR CAN HAPPEN DURING THE COURSE OF A MOVE, BUT I HAVE MOVED PLENTY OF TIMES AND HAVE NEVER HAD THIS TYPE OF DEPLORABLE SERVICE WITH ZERO SENSE OF URGENCY OR ACCONTABILITY! THE PHONE MANNER OF YOUR EMPLOYEES IS DISGUSTING! I STILL HAVE NOT HEARD BACK FROM ANYONE REGARDING HOW TO EVEN REPORT THIS CLAIM! I HAD TO RESEARCH IT ON THE BBB SITE FROM OTHER PEOPLE THAT YOU RIPPED OFF! WHATS THE FULL NAME OF THE COMPANY?? EMAIL?? PHONE NUMBER??
  
  5. **Disassembly and Missing Parts**: Disassembling furniture is a standard practice in the moving industry to ensure safe transit. We apologize for any missing screws or tools, and we recommend including this information in your claim so that the adjuster can address it properly. AS STATED ABOUT I HAVE MOVED NUMEROUR TIMES AND NOT ONCE WAS MY QUEEN SIZE BED PLATFORM THAT CAN BE TRI-FOLDED WAS NEVER TAKEN APART! MY COMPUTER DESK WAS NEVER TAKEN APART - ZERO SCRATCHES NO MISSING ANYTHING! I BEGGED YOUR MOVERS TO NOT TAKE THOSE ITEMS APART AS I DID NOT HAVE THE INSTURCTIONS TO REASSEMBLE, HE SAID IF THEY GOT DAMAGED HE WOULD NOT THAT I TOLD HIM TO DO SO OR THAT THEY WOULD HAVE TO LEAVE THE GOODS BEHIND! 

  BOTTOM LINE I WOULD HAVE NEVER EVER DONE BUSINESS WITH YOUR COMPANY HAD YOUR SALES PERSON NEVER HARRASSED ME LIED TO GET MY MONEY AND MAKE ME THINK THERE WAS NO OTHER ALTERNATIVE!! i AM PREPARED TO FULLY PUT THE WORD OUT EVERYWHERE POSSIBLE (SOCIAL MEDIA, LOCAL NEWS CHANNELS) THAT THIS COMPANY IS NOT TO BE TRUSTED OR TAKEN LIGHTLY, THAT YOU ALL SAY ONE THING AND "CONTRACTUALLY" SCREW PEOPLE OVER AND USE IT TO HIDE BEHIND YOUR SHADY BUSINESS DEALINGS! OVER PROMISING AND UNDERDELIVERING...LITERALY!!

  
  Sincerely,
  
  Tarelle Tolson

• Initial Complaint

  Date:08/27/2024

  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.

  Moving company lost some belongings, wont review, wont give me bill of lading, wont return calls or answer emails. I believe overcharged but wont discuss. Said I signed paper. ***** was hired through a broker who deceived me too. Cant file claim for broken items because they wont send needed information.

  Business Response

  Date: 09/04/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  Claim:
  Per the Federal Regulations Code 49 CFR Part  ***** - Filing of Claims: Claims shall not be voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within the specified time limits applicable thereto and as otherwise may be required by law, the terms of the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum filing requirements. A written or electronic communication (when agreed to by the carrier and the shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or determinable amount of money, shall be considered as sufficient compliance with the provisions for filing claims embraced in the bill of lading or other contract of carriage; provided, however, that where claims are electronically handled, procedures are established to ensure reasonable carrier access to supporting documents.

  The customer was referred to our 3rd party claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 08/30/2024 to file a claim online. The customer successfully posted her claim with CSI on the same day.  The claim is in line to be reviewed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. 

  Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim. We regret the customer is not satisfied with the services they have received and will offer compensation based on our legal liability through the claims process.
  

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID ********* when contacting CSI.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22200357
  
  I am rejecting this response because:
  I still cant complete claim with bill of lading copy sent to me. Want it in mail so I have original not a picture 
  Sincerely,
  
  ********************************* ******

  Business Response

  Date: 09/05/2024

  Please find the copies of the documents attached here, which have been provided to CSI as well for the customer's claim. CSI states they put the customer's claim in review status and will reach out if anything else is needed. 

• Initial Complaint

  Date:06/12/2024

  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.

  They broke the contract and filed in info after I signed and lied regarding, delivery timelines. They were required to have my items to me within 14 business days and it took them almost a month. They also without my knowledge subcontracted the job out to multiple parties and gave the worst possible customer service when reaching out about all of my belongs. To top it all off when my items did arrive a table was broken along with bowls and glasses and my entire set of golf clubs were missing. They didn't take proper inventory and again filed in info after a contract was signed. I will be filing a police report if my golf clubs are not found and returned.

  Business Response

  Date: 06/27/2024

  Thank you for bringing your concerns to our attention. I'd like to clarify the details regarding the contractual issues and delivery timelines.
  
  Our agreement specifies delivery time tables in business days, excluding holidays and weekends. This is a standard for all moving companies nationwide. While we operate 7 days a week to facilitate shipments, the delivery window for your move, which falls between 1001 to 1500 miles, is listed as 2-14 business days. The maximum allowable time to ensure delivery is up to 21 business days, a standard rule for moving companies nationwide.
  
  Given the distance and the size of your load, which was equivalent to a studio apartment, we did deliver your items within the ****************************** the agreement.
  
  We apologize for any inconvenience caused by the delay and appreciate your understanding in this matter.
  
  Thank you for your feedback regarding the subcontracting issue. I would like to provide some clarity on this matter.
  
  Please note that your move was booked through a moving broker, not directly with us. The moving broker contracted our company to assist with your move. This information should have been communicated to you at the time of your booking, as the company that reserved your move was not a moving company but a moving broker. 
  
  From time to time, we accept shipments from moving brokers to help facilitate their clients' moves. We apologize for any misunderstanding and inconvenience this may have caused.
  
  We appreciate your patience and understanding.
  
  We are truly sorry to hear about the damage to your table, bowls, and glasses, as well as the loss of your golf clubs. It is never our intention to have any loss or damage, but unfortunately, these incidents sometimes occur despite our protocols in place to minimize such issues.
  
  Please note that you have up to 9 months to file a claim for any issues regarding your move. We want to resolve this as quickly as possible for you. Please contact our front office at ********************** so we can assist you with filing the claim and expedite the claims process.
  
  We appreciate your patience and understanding as we work to address and resolve your concerns.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21839293
  
  I am rejecting this response because:

  My move was under 1500 miles door to door. So your timeline claim is false. Your Claim process is also a joke as we both know that you will offer me 60cents per pound of item and that you never weighed or took inventory and falsified signatures. 

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

  Business Response

  Date: 06/27/2024

  Dear ****,
  
  I apologize for the issues you have experienced with your move. I'd like to address your concerns in detail:
  
  Your move was from ****. ********************************* to ***** *******************************, a distance of ***** miles. This falls within our courtesy window of 2-14 business days for delivery, which begins on the first available delivery date when you are ready to receive the shipment at the destination. Our agreement also states a maximum of 21 business days for delivery, which aligns with the nationwide standard for household goods.
  
  We are truly sorry for any inconvenience this delay may have caused. Regarding the claim process, the procedure depends on the coverage you selected for your move. We are committed to resolving this issue and would like to know how we can assist you further.
  
  Please contact our front office at ************** to file your claim so we can expedite the process and work towards a satisfactory resolution for you. We cannot address claims if we are not aware of the issues that need to be resolved.
  
  Thank you for your patience and understanding.
  
  Sincerely,  
  Southern Elite Van lines

• Initial Complaint

  Date:04/24/2024

  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.

  Hi relocated from ******* to ********** this ************** is a complete rip off, liars, simply thieves. When they came to pick up my belongings, they raised the price about $2500. Secondly, they told me that all of my things could not fit on the truck, but yet theyre movers Took everything that I left home for themselves. How unprofessional is this upon getting my things back which was 12 days too late or later than the date that they told me not only were things missing, but everything was broken. I dont know how you still a box of my son shoes, a box of computer things, a vanity table, and other boxes of clothes . I then wait for a phone call. Its been 2 1/2 weeks almost 3 weeks and I called back to check the status and theyre telling me its under investigation. If anyone needs to be investigated, its the company. These people are scammers. Do not ever use this company but something is going to be done. I will keep going up as high as I possibly can . I dont care if I have to get an attorney involved. I want my things back or I want to be compensated for it.

  Business Response

  Date: 06/27/2024

  Dear *********************,
  
  
  We sincerely apologize for the inconvenience and frustration you experienced regarding the increase in the cost of your move. We would like to clarify the situation:
  
  The price of the move increased due to the presence of additional items that were not listed in the original estimate provided by the moving broker you booked with. Please note that we, as the moving carrier, did not book your move directly. We picked up your shipment as a carrier for a moving broker with whom we have no affiliation.
  
  Our company employs experienced moving consultants who provide accurate estimates based on the information available at the time of booking. Unfortunately, we have no control over the estimates provided by the broker you originally booked with. Upon arrival at your location, we discovered additional items that were not included in the initial estimate. As a result, the price had to be adjusted to reflect the actual items to be moved.
  
  We communicated this change to you with a new estimate based on the actual items present at the time of pickup. The revised estimate was agreed upon before we began the work.
  
  We would like to address the issue regarding the capacity of the truck and the items that were not moved.
  
  You mentioned that we could not fit all of your belongings on the truck. However, we would like to clarify that the primary reason some items were not moved was due to a decision made at the time of pickup. When we provided an updated estimate to include all the additional items, you opted to minimize the cost of the move by reducing the number of items to be transported.
  
  This decision was made to keep the costs within your budget, and it was agreed upon before we proceeded with the move. We assure you that our trucks have sufficient capacity to accommodate the listed items when agreed upon.
  
  We apologize for the inconvenience you experienced regarding the delivery time of your belongings. We would like to clarify the situation to address your concerns.
  
  You mentioned that your items were delivered 12 days later than the expected date. As your move was from coast to coast (******* to **********), the agreed-upon delivery window, as stated in your contract, is 3-21 business days from the first day you are ready to accept your delivery. This window accounts for the distance of 1501-3300 miles.
  
  Our delivery schedules are calculated in business days, excluding weekends and holidays, to provide a realistic expectation of the delivery time. Although we operate seven days a week, this method ensures that customers have a proper understanding of the delivery timeline.
  
  The delivery window begins on the first available delivery date specified by the customer. This allows us to coordinate the shipment to arrive when there is someone available to receive it and the destination is ready to accept the delivery. For example, if a customer indicates they are ready for delivery as of January 1st, but we have a shipment leaving on December 25th and expected to arrive on December 31st, we cannot dispatch the shipment earlier as it may arrive before the customer is ready to receive it. Therefore, we schedule the dispatch to ensure the items arrive on or after the specified date.
  
  Based on this scheduling process, we believe that the delivery of your items was completed within the agreed-upon timeframe. We apologize for any confusion and inconvenience this may have caused. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Last but not least, we are deeply sorry to hear about the missing and damaged items you reported. Your belongings are important to us, and we take such matters very seriously. 
  
  Regarding the missing and damaged items, we would like to clarify our claims process. Customers have up to 9 months to file a claim based on the coverage selected for their move. According to our records, we have not received any prior information about the missing items you mentioned, such as your son's shoes, computer items, vanity table, and boxes of clothes. 
  
  Our process involves the driver accounting for all items at both the loading and unloading stages. Each item is color-coded and tagged to ensure everything is accounted for. At the time of delivery, the customer signs off on the acceptance of the household goods. Our paperwork indicates that all items were accounted for upon delivery.
  
  We understand the frustration this situation has caused and are committed to resolving it. We will be happy to reopen the claims process to address and resolve any issues you have with the missing or damaged items. Please provide us with the necessary details, and we will work diligently to resolve your claim.
  
  Again, we apologize for any inconvenience and stress this situation has caused. Thank you for bringing this to our attention, and we appreciate your patience as we work towards a resolution.
  
  We are very sorry for any inconvenience this situation has caused and want to assure you that we are committed to resolving this matter in an amicable manner to ensure your satisfaction.
  
  We value your feedback and understand the frustration of dealing with missing and damaged items. To move forward, please provide us with the necessary details regarding the items you believe are missing or damaged. We will promptly reopen the claims process and work diligently to address and resolve your concerns.
  
  Our goal is to make this right and restore your trust in our services. We appreciate your patience and cooperation as we work through this together.
  
  Sincerely,  
  Southern Elite Van Lines
  
  
  
  
  
  

• Initial Complaint

  Date:02/05/2024

  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.

  Southern Elite made a scheduling error and asked if they could deliver my goods 6 days earlier than the agreed upon first available delivery date. I couldn't immediately accommodate but did begin to try and make that happen for them. They offered free storage and a discount instead. I asked for them to send me the storage contract for my review and signature. Instead, they went ahead and put my goods in storage without contract or signature, claiming I verbally agreed. I only agreed for them to send me the details in a contract. Now I will have to go pick up **** cubic feet of goods myself and move them into my home after paying them $17,000 to move me. I also found a way for them to deliver early but it was too late.

  Business Response

  Date: 02/13/2024

  Dear Sir or Madam,

  
  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  
  We diligently attempted to adhere to the initial delivery agreement by securing the customer's
  belongings in accordance with the first available delivery date. Subsequently, upon receiving explicit
  instructions from the customer, we placed their items in our storage facility for their convenience, as
  they were not yet prepared to receive the delivery. Regrettably, following the storage arrangement,
  the customer notified us of a perceived discrepancy, asserting non-consent to the storage solution.

  
  In our commitment to addressing any concerns promptly, we have persistently sought avenues to
  facilitate the delivery. Regrettably, despite our ******* attempts to communicate regarding the
  delivery schedule and ascertain a suitable timeframe, we have encountered unresponsiveness from
  the customer.

  
  Additionally, we have revisited the initial agreement and adhered to company policies governing
  deliveries and storage. Our paramount goal is to resolve this matter amicably, and we remain open
  to further communication.

  
  We understand the importance of delivering exceptional service and are dedicated to finding a
  mutually agreeable resolution

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation
  enables them to better understand our position in this matter.