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A BBB Accredited Business since

BBB has determined that Roseville Van & Storage Inc. 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.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Roseville Van & Storage Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Roseville Van & Storage Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: August 03, 2004 Business started: 07/23/2004 in CA Business started locally: 07/01/1956 Business incorporated: 06/23/2004 in CA
Licensing, Bonding or Registration

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:

California Public Utilities Commission- CPUC
505 Van Ness Ave Rm 4300, San Francisco CA 94102
Phone Number: (800) 649-7570
The number is 0189919.

Type of Entity

Corporation

Business Management
Mr. Nathan Fuller, President
Contact Information
Principal: Mr. Nathan Fuller, President
Business Category

Moving & Storage Company Movers Moving Sales Moving Services - Labor & Materials Moving Assistance - Packing, Unpacking, Organizing Moving Supplies Piano & Organ Moving Trucking Seniors Moving & Delivery Services

Alternate Business Names
Senior Moving Services
Products & Services

Roseville Van & Storage Inc offers moving and storage services.


Additional Locations

  • 7337 Roseville Rd

    Sacramento, CA 95842 (888) 782-2166

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Additional Phone Numbers

  • (888) 782-2166(Phone)
  • (916) 782-2121(Phone)
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Complaint Detail(s)

6/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: overcharged . Sent three men instead of two. I tried to cancel and re-scheduled. They ignored this and showed up without calling ahead to confirm ***** **** of Roseville Van and Storage gave me a written estimate after taking an inventory of good. He wrote bid for 10 hours but under remarks he quoted pricing for 7 hours. All quotes were for two men. There was no quotes for three men. Travel time was quoted as 1.5 hours. I had spoken to another North American entity and assumed they had same business practices, ie they would bring a contract and free boxes out prior to day of move. Roseville did not. The close of escrow was delayed from the 8th to the 11th. I tried to call and send email to re-schedule.Subsequent emails made that apparent that I had tried to stop the move date. I was loading a POD on the projected date of the move when they showed up. I was stressed. I was no longer focusing on the van I was loading a POD sitting in my drive. One immediately called ****** ****** to take my credit card info. I was stressed and confused on how to handle this. I didn't want them there but was faced with they coming after me for some kind of charges. I didn't even at that point realize there was a third man until we were in the middle of phone conversation already haven given my credit card info. I felt rushed and pressured to continue. They were fast and polite.However they did not use straps or bubble wrap for the furniture as others said they would. When I got my credit card statement I was overcharged and immediately called . I wrote them two correspondances and will be sending them a third. The young man had computed the charges using the two man rate of $115, hours, storage, drive time, etc. I told him I did not contract for 3 men. I was never quoted a third man price and they forced this on me. I had im sign off on notable damage to my dining room furniture. I felt rushed. I was trying to inventory the goods coming in and watch for damage. I was also upset that they sent the third man again. AND INDEED MORE SO WHEN HE FELL OFF THE VAN LOADING RAMP WITH A STEEL 8 DRAWER FILE E WAS TRYING TO MOVE ALONE WITHOUT A STRAP. I FELT THEY SHOULD OF TAKEN HIM TO ER. WHILE THERE WAS NO BLOOD HIS HEA HAD HIT THE POD IN MY DRIVEWAY AND THE FILE FELL ON TOP OF HIM. This was his own father that allowed him to continue to work and to use unsafe loading/unloading practices and now he was injured.the father refused to have the job on hold while they checked the son out. tHE BILL IS IN DISPUTE WITH MY CREDIT CARD COMPPANY. Today I receive an invoice signed by ******* **** supposed a relative to the parties I have mentioned, original quoting agent. She has inflated the drive time from 1.5 to 2.5. She has a charge of 4 hours at $40 an hour and delivery of 4th msn at 4 hours at $4o. If I wanted to pay for an extra man to drive I would have gone with another company. This was never my intent to hire a van with more than two men. I was using a 15 POD for a lot of my goods. I wasn't in a hurry. Twoo men could esily handle both ends of the move in same day service. I didn't want to pay a premium because they decided to add another man. I felt pressured the first day when he showed up and angry the unload day. BUT MY GOODS WERE IN THEIR HANDS AND WHAT DAMAGE WOULD THEY DO WHILE I WAS DISTRACTED IN ONE LOCATION WHILE THEY MOVED ITEMS IN. With two men I can, being alone, better assess any damage and conduct. Then to have that third one injured. VERY UPSETTING I have still to start the damage goods claims because of their behavior of this business. It will likey end up in small claims because they can use themselves as their own witnesses and deny. I am a senior and have health issues which have been aggravated by their dishonest behaviors. ALSO WHAT VAN COMPANY SENDS OUT THEIR TRUCK AND MEN WITHOUT CALLING FIRST TO CONFIRM THAT THE PARTY WILL IN FACT BE HOME. There is obviously more than one issue involved here. I wish a thorough investigation for the safety of these employees be part of it.

Desired Settlement: I want the charges topped off at $850. The time quoted for 7 hours by ***** **** under remarks on the white estimate page. I do not want to be charged for a third man that was forced on me twice against my wishes.The $40 charge was a thing of their making of which I had no knowledge of prior to their showing up and while we were on the phone with my credit card info already given. I SHOULD HAVE SENT THEM PACKING. I WAS ALREADY STRESSED ABOUT THE DELAY IN CLOSE OF ESCROW.STRESSED BECAUSE THEY DID NOT RESPOND TO MY COMMUNICATIONS TO STOP THEM AND TO RE-SCHEDULE LATER IN THE WEEK. STRESSED BECAUSE TUESDAY WAS A HOLIDAY WHICH MEANT THAT MY NEW HOME ESCROW COULD NOT CLOSE UNTIL THE NEXT WEDNESDAY. i DIDN'T WANT TO USE THEM AT THIS POINT. BUT IF I changed carriers and made it a rush order I would be faced with more charges. Alone and senior under these circumstances doesn't help. I felt I was scammed and taken advantage of.I never indicated that I wanted someone to get hurt because they rushed a job. Two of their own agents quoted me costs of $850 and $815 for my job based on a two man rate. It is not right to force me a third man rate and then use that to inflate travel time and other figures. The invoice sent me dated 3/21/2013 indicates that they were going for the highest number quoted on the original form under remarks. It bears no truth in what was originally written for me based hours. Given they already doing this inflating of the invoice I expect they will not comply with my damage claims. if they do this to me they will do it to other seniors. It is not right.

Business Response: Business' Initial Response
We do wish to maintain a great rating with BBB and each of our customers. Let me address this case # XXXXXXXX - ****** ******: It is my understanding that the issues ****** has are as follows. 1. Stating we overcharged for our services 2. 3 men sent out to her instead of 2 3. Attempt to reschedule not successful as company was closed on Sunday (day before her move) 4. Concern for one of the men that fell off a walkboard I will address the issues in the order listed. 1. It is never our business practice to overcharge for services, mislead or misrepresent anything related to the work we perform for our customers. The customers original quote (see attached estimate) covers 3 pricing options as this customer wished to have an idea of how to plan based on how much she may or maynot be able to take care of on her own. Her quote quote was for $1150.00 plus $100.00 to store her items in our trailer for up to 1 week before delivering to her new home. Two other rates are listed in the remarks section of the quote to give her a range of what actual charges would be if she chose to move more or less of the items herself. The 2 other options were quoted at $805.00 and $1400.00 as low & high range. The $100.00 charge was agreed to by email from the customer after the original quote was issued. Based on the original estimate provided as well as the pricing she signed for on move day we have in no way overcharged her (see attached form for signed charges). Our total charges for the work and storage provided came to $1250.00 (thus the reason for her credit card to be charged that same amount) ***** from my office did email customer to state that we would reduce our charges to $1055.00 due to the frustration she was feeling over the actual drive time and 3rd man issue. We provided the 3rd man based on the fact that it is much more efficient to move with 3 men instead of 2 and that this would make things go faster for the customer. There is a charge of $40.00 / hr. for the additional man but work is completed so much more efficiently that it actual saves customers money as 2 men would take longer than 3 to perform the same task. The net result is a small charge more per hour but many less hours needed. What took these 3 men a total of 6 hours ($930.00) would have taken 2 men 9 hours ($1035.00), the savings to the customer is actual $105.00 in this case. We tried to explain this to ****** but she has not been able to understand this fact. Per *****'s email to ******, we reduced her charges to $1055.00, which is $195.00 less than actual charges. We were going to refund the $195.00 but instead received notice from our Merchant Services account that ****** had refused the charge she signed for and instead we were only being paid for $850.00 There was a bill sent on to ****** that was calculated based on actual services provided and does show a higher amount than what ***** discussed with ******. It was sent in error by ****** in our office as she was not aware of the price ***** had reduced for the customer already. We still feel it is more than fair to request $1055.00 for the services we provided as it is still less than the pricing she agreed to and was stated clearly on the initial quote. 2. Three men were used instead of 2 for the reasons stated above. It saves the customer money as it more efficient. The customer was not made aware of the change until we arrived on the job site and was informed that it would speed things up and her charges would still not exceed her quote. 3. The customer rescheduled her move date a couple of times leading up to the date we that actually moved her, Feb. 9th 2013. Customer did indeed call in one day before her move to attempt to change the move date again and left a message. It was Sunday the 8th and we are closed on Sundays. The message was not heard until after the men left for the customers home. When the message was heard it was later in the morning and we attempted to call the customer but her line had already been disconnected. The customer did not call in at all to report any problems, instead she signed the paperwork and chose for the men to begin the move. If customer would have talked with the men about her issues or at least called to state she did not want 3rd man or wished to reschedule we would have certainly complied but instead she signed the paperwork and allowed us to continue. 4. Customer was concerned for one of the men that fell off of a walkboard/ramp and hit his head on a container in the customers driveway The man who hit his head is in his 20's and stated he was "fine" and to both the customer as well as both of the other men on the job, one of which is his father. He was not unconscious at any time and no cuts or evidence of the fall was visible to any of them and the move continued without any further delay. The men were in compliance with standard moving practice when moving the small file cabinet and never is a strap to be used to move a file cabinet, it is either to be hand carried or dollied based on the best scenario for safety. It was simply a misstep and he fell off the ramp. He was questioned upon the management finding out about the fall and again he stated he was not injured and was "fine". Since he has worked every day needed and without any further issues. I appreciate ******'s concern and have thanked her for her positive report of how the men performed her move. The last issue is of the claim that is being made for items damaged. Roseville Van will settle the claim when all charges are paid in full ($1055.00). The laws in the State of California do not require moving companies to settle any claim unless payment is received in full (see attached Ca. Sate document). Again, we are happy to do so with full payment of the agreed $1055.00 even though the actual charge due was more. Our final resolution to our customer is for her to drop all allegations and claims and we will agree to the $850.00 she has paid. If she wishes to pursue things further we will require the full payment of $1055.00 in order to settle any further claims. Thank you for your time in helping us resolve this issue.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I have not used this method before to resolve issues. My understanding is that they are agreeing to accept the already paid $850 as full and final monetary conclusion. If that is not what they are saying then are they pursuing the $1055 with my credit card company. I talked with my credit card company today and they had not as yet recived any response from Roseville Van. The truth is that I did called in Friday afternoon the 8th and Saturday morning the 9th at 8 to change the date for a second time because the escrow was delayed.. Phone records will show that this is true.Thre is no Sunday involved. They should have got my message before the close of Friday's business. To ensure they got the message I phoned their office in the am in plenty of time for them to stop the truck going out.We are both in Roseville, CA. The paperwork I had in my hand did not quote for a third man nor did it state$40 charge for this.Quotes were given for the number of hours it would take 2 men to do the job at 3 different rates.The $100 week on truck was on the estimates and was verbally agreed to on the phone before I gave my credit card number. Again at that point I was unaware there was a thrid man involved in the move. These charges came at me only after I had given my credit card number over the phone to the owner (who must have already known at that point that I tried to call to reschedule.) So they are saying out of both sides of there mouth that I was quoted for 2 men but forced to take on a third man. That the invoice sent to me later carried the wrong charges because they had already asked me to agree to $1055. If you are confused so am I. BECAUSE THE AGENT THAT SIGNED OFF AFTER THE COMPLETION SIGNED FOR A FIGURE CLOSE TO $850. IT SEEMS THE EMPLOYEE AT THE SITE WOULD BE QUALIFIED WITH THEIR YEARS OF EXPERIENCE TO KNOW HOW TO HAVE ME SIGN OFF THE THE FINAL COST. HOW IS THAT ANOTHER EMPLOYEE CAN UP THE CHARGE LATER? I HAVE NOT FILED ANY CLAIMS AGAINST THE DAMAGES TO MY FURNITURE. the reason being that it would end up in dispute. The file cabinet was not small. It was 6 drawers 79 inches tall and 36 inches wide. I am glad the young man was able to endure his injury and understand that because of the relationship to employment they would not want anything to transpire that would look like a workman's comp case. Industries seldom regulate themselves. I have a nursing background. He should have been checked out medically. even if they didn't want the report of work injury. that's parent responsibility. The file cabinet had a small dent in prior to its fall but now has a larger dent that affects the closing of the top most drawer. It would be the"culprit" in a medical claim. So I understand they would want this to be a small file. NO IT WAS ANYTHING THAT COULD BE HAND CARRIED ANYWHERE. Pursuing goods damages now would be very stressful. I don't want to put a claim on something that injured another. I think I would accept they $850 as final and full payment on their claims and agree not to pursue any goods damages.I just want everyone to acknowledge the facts. ****** ****** ambivalent as I am for the untruths in their statement. I do not want anyone to lose their job.

Business' Final Response
Response: Per our last response, our proposed resolution is for ****** ****** to drop all allegations and claims and we will agree to settle on the amount she has already paid of $850.00. ----