BBB Accredited Business since 07/31/2012
Trans Van Lines, LLC
Phone: (888) 909-7940Fax: (954) 343-185810200 W State Road 84 STE 213, Davie, FL 33324-4219
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A BBB Accredited Business since 07/31/2012
BBB has determined that Trans Van Lines, LLC 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 13 factors. Get the details about the factors considered.
Factors that lowered Trans Van Lines, LLC's rating include:
- 10 complaints filed against business
Factors that raised Trans Van Lines, LLC's rating include:
- Length of time business has been operating.
- Response to 10 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
Customer Complaints SummaryRead complaint details
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||1|
|Billing / Collection Issues||1|
|Problems with Product / Service||4|
|Guarantee / Warranty Issues||0|
|Total Closed Complaints||10|
Customer Reviews Summary Read customer reviews
0 Customer Reviews Customer Reviews on Trans Van Lines, LLC
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0 Customer Reviews|
Our files contain a pattern of complaints from consumers that allege Heartland Van Lines quoted them a price that they agreed too. The day of pick up the company than requested more money. If the additional money wasn't paid no items would be loaded on to the truck. Consumers also allege that they received their items late or not at all.
On September 17th 2015, BBB sent correspondence to Heartland Van Lines requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints.
Heartland Van Lines response "Our goal and mission at Heartland Van Lines is to provide our customer with excellent customer service and a smooth moving experience. Unfortunately sometimes things do not go as planned and may result in an unsatisfied customer. We take each matter to heart and do our best to resolve any issues with our customers to the best of our ability.
We have recently opened a branch in IL in hopes of starting transportation operations in that region. Unfortunately we quickly realized we started to experience fulfillment issues and were not able to provide the customer satisfaction we strive for. Due to the arising issues we have decided to close the IL branch right away to avoid any future problems.
One recurring complaint has been overcharge at the time of pickup. Please allow us to explain the process so you may better understand why this issue is happening:
When a customer calls our sales department they receive an estimate. The estimate is based solely on the information provided to us by the customer. We cannot and have not guaranteed a price and in fact explain to the customer that the final cost will be determined upon pick up. The estimate is then being sent to the customer at which time they must sign the "Understanding Your Estimate" form and send back to us prior to booking. The estimate provides a complete detailed list of the inventory the customer provides us with which the customer signs as accurate. The estimate states that any additional items, packing services and or labor services that are not listed on the estimate will incur additional charges. It is often that a customer forgets certain items, miscalculates the number of boxes they need or neglects to mention information (i.e. extra-large items, stairs, etc.) which in turn changes the original given estimate. Once our crew is at the customer location they can accurately calculate the actual cost. The crew advises the customer of the cost prior to loading or touching any of the customer belongings. Due to complaints that customers were not notified of the change we have already put in place a new form the customer must sign prior to the crew loading their belongings. In that form the customer acknowledges, confirms, and agrees, a new revised estimate has been given to them prior to loading.
With that said we have once again spoken with our sales team and instructed them to make sure they reiterate to the customer that the estimate is based solely on the inventory given by the customer and that it may change at the time of pick up.
Another complaint that has becoming more recurring is items arriving late or not at all. We strive to meet our delivery dates. Unfortunately sometimes things happen which are beyond our control (i.e. weather, truck breaks down etc.). We have met with our dispatchers and have instructed them to be in continuous communication with our customers between pick-up and delivery. At the first notion of a possible delay the dispatch must contact the customer and keep them informed as to the status of their delivery. Any such problem that may occur we will make sure to keep the customer at the highest importance and do everything we can in order to make sure the delivery is done as soon as possible.
Sometimes items get lost or damaged during transportation. We do our best to avoid this from happening. We met with our drivers and reiterated how important the inventory check list is and have instructed them to double and triple check the loads prior to delivery. If something is missing we first try to locate if it was left in the warehouse or if it was delivered to a wrong location. If the item is still not found or damaged we do have a 3rd party claim department which we refer the customer to.
We have and will continue to make our customers and customers service our #1 priority."
BBB will continue to monitor and update company report as needed.BBB file opened: 07/31/2012Business started: 07/02/2002
Licensing, Bonding or Registration
This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:Davie, Town of
6591 Orange Drive
Davie, FL 33314
Federal Motor Carrier Safety Admin.
227 N Bronough St Rm 2015
Tallahassee, FL 32301-1380
BBB records show a license number of 42172 for this company, issued by Davie, Town of. Their web address is http://www.davie-fl.gov.
BBB records show a license number of MC# 562646 for this company, issued by Federal Motor Carrier Safety Admin.. Their web address is http://www.fmcsa.dot.gov.Check License Status: http://li-public.fmcsa.dot.gov/LIVIEW/pkg carrquery.prc carrlist
Please note that governmental licensing information may not be current.
Type of Entity
Limited Liability Corporation
Contact InformationPrincipal: Mr. Aviad Lankri (Owner)
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