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Joyce Van Lines, Inc. / Agent is a full service; independent carrier, providing relocation services locally, across the country, or around the globe. They have company-owned storage and dispatch facilities nationwide.
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A BBB Accredited Business since
BBB has determined that Joyce Van Lines, Inc./ Agent meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Joyce Van Lines, Inc./ Agent include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 6 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||6|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. William H. Joyce, President/CEO Mr. Art Gronbach, Controller Mr. Edward Morley, General Consul
Moving & Storage Company Movers Used Household and Office Goods Moving (NAICS: 484210)
Alternate Business NamesJoyce Of New England, Inc.
195 Christian Street
Oxford, CT 06478 (203) 267-6622 (800) 451-0653 Directions
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Additional Phone Numbers
- (203) 267-6622(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Our Steinway grand was one of many items significantly damaged in the move. The movers took apart pieces of the piano they should not have, dropped part of the piano, used wrong tools to reassemble it, reassembled it incorrectly and caused obvious damage to the piano. The movers chipped, delaminated and gouged the piano. Our 30 year old piano, the replacement value of which is over $70,000, is in very good condition and the scratches from normal wear and tear could hardly be noticed by a lay person, unless they were to look very closely. Joyce Van Lines sent out 3 different people to examine and repair the piano and all 3 said that if only the damaged parts were repaired, the refinished portions would not match the age of the piano. We would not be happy with the result and the piano would be devalued. Nevertheless, Joyce only wants to cover the cost of repairing just the damaged parts and offered us $2,000 as a settlement (after initially offering only $400). It would cost $13,000 to refinish the entire piano.We acknowledge that refinishing the entire piano would improve the piano's appearance. However, if the movers had used proper tools and were experienced in moving pianos, they would not have damaged the piano and it would not have to be refinished at all. Offering to cover the costs of refinishing only the damaged parts would put us in a worse position than before the move.We have reached a settlement on all the other many significantly damaged items. We very much want closure after 10 months with respect to the piano, the only outstanding issue. Joyce Van Lines should not move pianos. They did not use a skid board or a piano cap and they had to even borrow our hammer. They damaged a valuable item and should put us in a position at least as good as before the move.
Desired Settlement: So that the refinished parts of the piano do not contrast with the rest of the piano, we will follow the advice of the 3 people sent out by Joyce Van Lines and refinish the entire piano. The third party who examined the piano was a Steinway employee. Steinway provided a quote of $13,000 to refinish the entire piano. We would be willing to split the difference.Separately, Joyce owes us the reimbursement for the third repairman's visit which they arranged and promised to repay us: $164.30.
Joyce did load, haul, store and deliver the ******’s piano on the proper piano board using the proper equipment. We sent 2 different repair firms to look at the damage. Both repair firms confirmed minor damage of $400.00. Steinway’s repair estimator was $2,000.00. In good sprit we offered the cost of the Steinway amount of $2000.00 to resolve this claim. The ******’s need to sign our release in the amount of $2,000.00 and mail to the claims department by 4 PM Friday, March 14 or I will rescind my $2,000.00 offer to settle, that was $1600.00 too generous. Respectfully, Will Joyce Owner
Sent on: 3/12/2014 2:28:05 PM
We witnessed the handling of our piano -- the movers did not use proper tools. They did not use a piano cap and they had to borrow our hammer which never should be used on a piano. ***** *****, the Steinway repairman sent out by Joyce Van Lines, confirmed that the movers took apart pieces of the piano they should not have, dropped part of the piano and reassembled the piano incorrectly. As a result of their negligence, the movers damaged the piano.
The damage to the piano, the replacement value of which is more than $70,000, is NOT minor. The movers chipped, delaminated and gouged the piano. The damage they caused is very obvious.
Joyce Van Lines had to send so many people to examine the piano because they did not like the feedback each one of them gave. **** *****, the first repairman, said that he would repair the damaged portions for $400, but the repair would contrast with the rest of the piano. **** **********, the second repairman, inadvertently sent an email to me that was intended for Joyce Van Lines, in which he indicates that he would not be able to refinish even just the damaged portions for $400. In an email to both Joyce Van Lines and to me, **** recommended that an expert examine the piano. ***** ***** from Steinway then examined the piano. He recommended that the Steinway factory refinish the piano so that we would be much happier with the result. **** ********** at Steinway then provided Joyce Van Lines with a quote of $13,000 to refinish the piano.
Our 30-year old piano is in very good condition. Had it not been for the damage caused solely by the movers, we would never have to refinish the piano. Because Joyce Van Lines mishandled the move of our Steinway, they have caused damage, the repair of which cannot match the age of the piano. We think there are two fair options. Joyce Van Lines could split the cost of refinishing the piano (ie, $6,500) since they caused us to be in this awful situation. Alternatively, at a greater inconvenience to us, we would be willing to consider trying the $2000 repair, on the condition that if we are not pleased with the result, Joyce Van Lines would cover the cost of having Steinway refinish the entire piano (ie, $13,000).
Joyce Van Lines caused significant damage to many of our items. The piano is the last remaining item at issue. Clearly Joyce Van Lines badly mishandled the entire move. In addition, it has been 10 months since we moved and we still have not reached closure. It has been very frustrating and time consuming to deal with Joyce Van Lines. I have had to repeatedly follow up with their representative -- the delay has been on their side. With a young baby, having to follow up so many times and to have so many different repairmen examine the piano, has been trying.
Should we not receive an acceptable response from Joyce Van Lines, we will file a case in small claims court. In addition, we will notify the relevant regulatory and business agencies and warn as many consumers as possible.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|8/8/2011||Problems with Product/Service|
|8/4/2011||Problems with Product/Service|
|7/29/2011||Problems with Product/Service|