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:08/14/2025

  Type:Delivery 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.

  Paramount Van Lines did a move for us from **** to *******. It was a nightmare. They changed the price on us three times they changed the sizeof the truck. They were weeks late and coming to pack and then again late delivering we are missing several items of value we have contacted Paramount Van Lines With a list of the items that were missing and also our complaint we were told we had to go through a third-party which I to do. This company has been a disaster and should not be in business.P

  Business Response

  Date: 09/12/2025

  Paramount Van Lines

  We appreciate the opportunity to respond to this complaint. At Paramount Van Lines, we take all customer concerns seriously and would like to clarify several important facts regarding this move.
  

  Volume and ****************************start="533" data-end="536"> The original estimate was based on ***** cubic feet. Upon arrival and after reviewing the actual items to be moved, the shipment volume increased to approximately ***** cubic feet. This is a standard industry process, as final charges are based on actual cubic footage and inventory. The adjustment was explained to and agreed upon by the customers.
  

  Completion of the *************start="918" data-end="921"> Only one truck was used for this move. The truck was completely unloaded at the destination, and all items were placed inside the home or garage. The clients moved from a ***** sq. ft. home in **** to a ***** sq. ft. home in *******. Naturally, not everything fit inside the smaller residence, so many items were placed neatly in the garage. Nothing was left behind on the truck.
  

  Assembly of **************start="1328" data-end="1331"> The only item that could not be fully assembled was the familys grandfather clock. This was due to the daughter removing the winding key, which prevented us from safely reassembling the weights without damaging the clock.
  

  Customer *********************start="1585" data-end="1588"> At the conclusion of the move, the clients expressed that they were very happy with the service provided. In fact, they voluntarily provided a positive video testimonial, which can be viewed here: Customer Testimonial Video. here is a link of the testimonial video from our ******* business channel. ***********************************************;
  

  Claims ****************start="1883" data-end="1886"> When the customers later provided a list of items they believed to be missing, we immediately directed them to our third-party claims provider. This is the proper and required procedure for handling claims, ensuring that all parties are treated fairly and that the process is managed according to federal regulations.
  

  Based on the above facts, we respectfully believe this complaint may not have been filed by the actual clients but instead by a family member. The clients themselves were pleased with the service and documented their satisfaction on video.
  

  Paramount Van Lines values its customers and strives to provide honest, professional, and reliable moving services. We regret any misunderstanding and remain committed to resolving concerns through the appropriate claims process if any legitimate issues remain.
  

  Sincerely,
  Paramount Van Lines

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23745786
  
  I am rejecting this response because: 

  1. Pricing was not explained as it was written.

  2. missing items were NOT left in garage.

  3. I was pleased with the PACKING only!

  4. Grandfather clock was damaged.

  5.  washer and dryer were not hooked up,

  6. We sent a written complaint to **************** and were told to submit to third party.

  7. Why haven't Paramount's insurance company contacted us?

  
  
  Sincerely,
  
  ***** Pencil

  Business Response

  Date: 09/19/2025

  We are sorry to hear that the customer felt dissatisfied with their moving experience. We value transparency and professionalism, and we would like to clarify the facts of this move by addressing each of the points raised in the complaint:
  

  Pricing The pricing was explained in full detail and agreed upon in writing. The customer signed the contract twice, including when additional items were added to the move, which resulted in adjustments to the cubic footage and price.
  

  Missing Items At delivery, the truck was fully emptied and no items were left behind. While we regret that the customer cannot locate certain belongings, we immediately provided our insurance information so any missing items could be addressed through a formal claim.
  

  Packing We are glad the customer was pleased with the quality of the packing service provided.
  

  Grandfather Clock The clock itself was not damaged during the move. Our movers were unable to access the interior mechanisms because the key was retained by the customers daughter. Any concern regarding this item can be submitted through the insurance claim process.
  

  Washer and Dryer Installation Our team safely transported the appliances as contracted. However, Paramount Van Lines does not provide plumbing or installation services, and this was never included in the agreement.
  

  Complaint Submission We received the customers written complaint and referred them to our third-party insurance provider, as is standard practice. Full claim filing instructions were emailed to the customer on July 15, 2025 at 12:22 PM. Below are the same instructions for reference:
  How to File a **************start="1920" data-end="1923"> Please initiate your claim through our official claims partner:
  ?? *** Moving Claims: ***********************
  ?? Click File A Claim on the homepage to begin.
  ?? Email: ***********************
  ?? **************** #: **************
  ?? Carrier Information:
  Carrier Name: Paramount Van Lines
  Address: **************************************************
  DOT #: 4247507
  MC #: *******
  Phone: **************
  ?? What Youll Need to Submit:
  Photos of all damaged items
  Photos taken before the damage, if available (with timestamps)
  Photos of missing items
  Detailed descriptions of each item
  Receipts or proof of value, if available
  Date of delivery
  A copy of the Bill of Lading (pickup/delivery). If you do not have this, please contact us directly.
  

  Insurance Communication The next step is for the customer to file a claim directly with the insurance provider using the information we supplied. Once the claim is filed, they will receive a claim number and can follow up directly for updates on coverage and payment status. 
  

  We regret that the customer feels dissatisfied, but we stand by our teams professionalism and the steps taken to resolve these concerns through the proper channels. Paramount Van Lines remains committed to providing quality service and ensuring that every customer has access to the insurance process for any covered claims.

  Customer Answer

  Date: 09/21/2025

   
  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.
  
  Sincerely,
  
  ***** Pencil

• Initial Complaint

  Date:07/01/2025

  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.

  Paramount Van Lines, who without my knowledge, brokered my job to another company, Move All Country. This experience has involved misrepresentation, unauthorized brokering, coercive pricing, breach of contract, and failure to deliver as promised.I was quoted a binding estimate of $3,000.03 for a full-service move from *********** to *********, **. I provided photos and a detailed inventory. The quote was to include packing, unpacking, furniture reassembly, and no additional fees. My rep ******** warned me about using brokers and assured me Paramount was not one. I trusted this and booked with them. Before signing, I requested written confirmation that the price would not increase. ******** declined and instead said, Were on a recorded line, without disclosing that calls were being recorded, something required in many states. On moving day, a different company, Move All Country, arrived wearing unfamiliar uniforms. This was the first I learned that my job had been brokered. They immediately tried to charge me $4,800 on top of the $1,400 deposit, later reducing it to $4,200 under pressure. These charges were not based on new services or volume but were arbitrary & exploitative. I had no time to find alternative solutions, with my departure the next day, I was forced to agree under duress. Delivery was promised by June 30. It is now July 1, and I still have no delivery & no response despite multiple *************** I have filed a credit card dispute for the $1,400. I am only willing to pay the original $3,000 as agreed, only if my belongings arrive, reassembled, and inspected for damage. Ive already paid $2,100 and request Paramount refund the $1,400 & I will pay the $900 upon delivery. I can provide documentation, screenshots, and video proof of improper packing. This has caused extreme emotional & financial stress during a critical relocation. I request a full investigation into both companies & that I not be held liable for charges beyond the original contract.

  Business Response

  Date: 07/13/2025

  We understand there may be some confusion regarding the charges and timeline for your recent move, and wed like to take a moment to clarify everything.
  1. Space Reservation Charges
  Based on our records, the additional space you reserved for your move cost $2600, not the $4200 you mentioned. Its possible there was a misunderstanding or a miscommunication during the process. If you have any concerns or questions about this charge, wed be happy to provide a detailed breakdown of your invoice or any supporting documentation.
  2. Distance of the Move & **************************start="757" data-end="760"> The distance of your move was 1421 miles, which falls within the ********* miles range. As per our standard delivery times for this distance, your items are expected to arrive within 2-12 business days after pickup. While we strive to provide the fastest delivery possible, this timeframe is typical for long-distance moves, and we hope this helps to manage expectations.
  If you feel the delivery has taken longer than expected, please dont hesitate to let us know so we can check the status and provide an updated delivery date.
  3. Moving Process and *****************start="1339" data-end="1342"> We also want to assure you that our movers are trained to provide professional and efficient service. If you felt pressured at any point during the process, we apologize for any inconvenience or discomfort. Your satisfaction is our top priority, and we will take this feedback into account as we continue to improve our services.

  To ensure clarity and mutual understanding, we want to confirm the terms associated with your service and provide further details regarding our cancellation policy.
  1. Order of Service & ********************************start="482" data-end="485"> By signing the Order of Service, youve officially secured the date and time of your move. We understand that moving can be stressful, so our goal is to ensure a seamless experience from start to finish.
  2. Cancellation and **********************start="732" data-end="735"> We want to ensure that you're fully informed about our cancellation policy, which is outlined in our moving estimate. According to our terms:
  Estimates may be canceled without penalty and deposits will be fully refunded if the cancellation is made in writing within the 3-day window immediately following the signing of the Bill of Lading (subject to 49 CFR 375.505(h)).
  After this 3-day period or once the physical moving services have begun (e.g., packing, loading, transportation), the deposit becomes non-refundable.
  5-Day Window: If you are within 5 calendar days of your first available pick-up date, the deposit is non-refundable due to scheduling and routing purposes.
  3. Broker Fee and *************************start="1497" data-end="1500"> Please note that the deposit collected by Paramount Van Lines is strictly a broker fee, which covers our coordination services. *** does not coordinate or participate in any carrier payments, nor do we share carrier charges.

  
  Please let us know if you need any further clarification, or if there's anything else we can do to assist you. We are here to ensure that your moving experience is as smooth and stress-free as possible.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23545420
  
  To Whom It May Concern,
  
  I am formally rejecting Paramount Van Lines response in its entirety. Their statement fails to address critical issues, misstates facts, and avoids accountability for the misrepresentation, bait-and-switch pricing, and ongoing failure to perform services as contracted.
  
  1. Misrepresentation & Recorded Evidence Paramount Possesses
  
  Prior to signing, Paramount explicitly stated they do not broker out their services and strongly advised me not to hire a company that does. They represented that they could verify this through a database and even advised me against other companies I mentioned specifically because they were brokers. The sales representative further stated that if one of their trucks was unavailable, they would use one of their five reputable companies, implying these carriers were internal divisions or directly managed by Paramount. At no point was it disclosed that these were independent third-party carriers operating without Paramounts direct oversight. This assurance was a material factor in my decision to hire Paramount. Only after the moving company showed up to pick up my items did I learn that my move had been brokered to Move All Country, directly contradicting these representations.

  Before signing, I requested written confirmation by email of all terms we discussed, including that my price would not increase unless I added additional items, their team would handle all of the services of the move and that my time would not exceed 12 days.
  The sales representative refused to confirm in writing, instead stating:
  We are on a recorded line, so everything we discussed is confirmed there anyways.
  I was never informed at the start of that call that it was being recorded, raising serious consent and transparency concerns.
  Paramount therefore has in its possession recorded calls, made prior to contract signing, where their representative assured me of fixed pricing and direct carrier relationships, which they later violated.
  
  This is deceptive and misleading business conduct and grounds for formal investigation.
  
  2. Bait-and-Switch Pricing / Deceptive Practices

  
  Paramount quoted me a binding estimate of approximately $3,000.
  Move All Country, upon arrival, demanded an additional $2,600 in space reservation fees, nearly doubling my cost.
  Move All Country was responsible for providing me the final paperwork, including an itemized breakdown of charges, and has failed to do so despite repeated requests.
  
  This is a textbook example of bait-and-switch pricing and deceptive trade practices prohibited under 49 CFR ?375.403.
  
  3. Failure to Perform & Lack of Accountability

  Today is Day 23 (17 business days) since pickup, well past Paramounts 212 business day delivery window.
  Paramount has provided no verified location of my belongings, no written delivery date, and no meaningful communication.
  Each time I contact Paramount, I am told someone will call me back, yet no one ever does.
  When I attempted to get updates directly from Move All Country, they fail to answer their phones or follow up to voicemails. Once in contact, they tell me they will call me back and fail to do so. Once in touch with a driver, he stated to his knowledge my shipment was headed to a different location in ******** than what was written on my paperwork. I corrected him immediately, and he assured me he would get back to me, he never did.
  
  The lack of professionalism and accountability from both Paramount and its chosen carrier is unacceptable and negligent.
  
  4. Paramounts Broker Accountability

  Paramount cannot shift blame to Move All Country. As the licensed broker, Paramount is legally and contractually responsible for:
  1.Properly vetting carriers
  2.Accurately representing services to consumers
  3.Ensuring compliance with ***** broker regulations (49 CFR ?371.9)
  
  Choosing a 16-month-old carrier with two DOT driver-related out-of-service violations, and a driver out-of-service rate of 66.7% compared to the national average of 6.67%, is reckless and directly contradicts Paramounts own assurances to me that they only work with reputable, directly managed carriers. Any legitimate broker should have reviewed this ***** data before assigning my shipment to Move All Country. Paramount either failed to vet this carrier or knowingly disregarded these serious red flags.
  
  5. Financial & Emotional Harm
  
  My belongings, valued at over $80,000, include designer clothing, esthetician equipment, electronics, and furniture. Paramounts misrepresentation, lack of transparency, and failure to deliver timely updates have caused:
  Financial stress due to additional charges and prolonged delays
  Emotional and professional disruption from being without essential property for more than three weeks
  
  6. Demands for Immediate Action
  
  I am demanding:
  1.Immediate written confirmation of the current physical location of my belongings and a firm delivery date.
  2.Written explanation for why my move was brokered despite Paramounts assurances.
  3.The recorded call transcripts Paramount relied on pre-contract instead of providing written confirmation.
  4.A full written breakdown of all charges from Move All Country.
  5.Discussion of compensation for delays and misrepresentation once delivery is complete.
  
  
  Failure to address these demands will result in immediate escalation, including:
  FMCSA Household Goods Complaint (OCE-100)
  Attorney General actions in ********, *********, *****, and *******
  Civil action for misrepresentation, breach of contract, and deceptive trade practices
  
  Sincerely,
  ****** ******

  Business Response

  Date: 07/29/2025

  Hi ******,
  
  
  I just want to start by saying Im really sorry for how upsetting and stressful this whole experience has been. Moving is already hard enoughand the last thing we ever want is for someone to feel misled, unheard, or pushed into anything.
  
  
  Paramount Van Lines does operate as a licensed broker, and sometimes that means we coordinate moves through other carriers. That said, its clear from your message that what was explainedand how it was handleddidnt feel right, and that matters to us.
  
  
  Were actively reviewing your case, including all the calls, documents, and communication youve mentioned. We hear you, and were taking this seriouslynot just to respond, but to really look at how we can do better going forward.
  
  
  If youre open to it, wed love the chance to reconnect and see if theres anything we can do to help make this right. Please feel free to reach out to us directly at ******************************************************************** with your move ID and Complaint ******** in the subject line so we can prioritize your case.
  
  
  Thank you again for sharing your experienceand for holding us accountable.
  
  
  Sincerely,
  Customer Experience
  **********************
  
  
  
  
  

• Initial Complaint

  Date:06/20/2025

  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.

  Paramount Van Lines 8 hours before pick-up changed our bill of landing to another company, *****************, yet that company didn't come either an additional company came called A &V moving. They proceeded to try and double the cubic feet of our load, in essence doubling our bid. This was a very small load we didn't not have over or even close to double what was bid, nothing had been added since the quote was given in fact things had been removed. The dispatch department at Paramount and the driver for A&V were arguing on FaceTime so that all of what was to be loaded was viewed. They kept the price higher but settled at 450 cubic feet vs 300 even though Paramount said they were ripping us off and that we would get a credit. Little did we know that was the least of our problems. The driver also put the delivery as 5/27/25 yet that date came and went and everyone said oh he shouldn't have put that date there. No accountability. The shipment did arrive on May 31, by yet a 4th company called Seventh Generation and the state of the boxes was terrible, several boxes crushed in, broken on the sides, badly damaged all the way around. They completely ignored anything that said Fragile. They had large boxes on top of small boxes etc. They left a tv stand, step ladder and two boxes in a warehouse in *****. We finally just got the tv cabinet delivered but nothing else was found with the doors on an expensive tv cabinet not able to close property due to how it was stored or transported. The worst part is that you can talk to no one who can help. I had to continue calling to finally find the tv cabinet, I had zero help from any one of these companies. The only one who did help was ******* in dispatch for Paramount Van Lines. I found any dispatch person to be the most helpful anyone else either doesn't take your calls or suddenly doesn't work for the company or even customer service they put you on to someone else or your questions remain unanswered.

  Business Response

  Date: 07/13/2025

  We sincerely apologize for the inconvenience you experienced during your move, and we understand how frustrating it can be when expectations arent fully met. We want to clarify a few points and ensure that the steps we are taking to address your situation are clear.
  1. Moving Timeline and *****************start="593" data-end="596"> According to our records, your items were picked up on 5/21 and delivered on 5/31. Given that the distance of your move was between ********* miles, our standard delivery window is 5-14 business days, which means your delivery was made within the expected timeframe.
  2. Involvement of **************************start="919" data-end="922"> We understand that you were surprised when another company, A & V Moving, handled the pickup on 5/21 and Seventh Generation managed the delivery on 5/31. As per the signed estimate, Paramount Van Lines retains the right to dispatch the job to the appropriate carrier based on availability and scheduling. We apologize for any confusion this may have caused, and we appreciate your understanding.
  3. Missing Items and ****************start="1367" data-end="1370"> We are truly sorry to hear about the missing items and damages to your belongings. We take these matters seriously, and we want to reassure you that claims have been properly filed with both A & V Moving and Seventh Generation. The claims process is currently underway, and we are doing everything we can to ensure a swift resolution.
  4. Apologies and *******************start="1745" data-end="1748"> We fully understand your frustration, and we genuinely regret any inconvenience caused during this process. We are committed to resolving your claims and are here to support you every step of the way. If you have any further questions or need additional assistance, please dont hesitate to reach out to us.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23496978
  
  I am rejecting this response because:

  So many reasons Ive had people contacting me who worked for them at this time and were trying to help us who have told us that they did not care about our complaints and would purposely ignore our calls as well as all of the damage photos we sent them.  The owner per these managers said it wasnt his problem he jobbed our job out 8 hours before pick up and then allowed the new carrier to play the you have more cubic feet than bid by paramount so our bill was doubled, with lots of damage and missing furniture.  Their response is just a corporate response. I do not accept them not taking any responsibility.
  
  Sincerely,
  
  M *****

  Business Response

  Date: 07/29/2025

  Hi M *****,
  
  
  Thank you for sharing your experienceand Im truly sorry to hear how disappointing and stressful this move has been for you. I want you to know your concerns are being taken seriously, and were actively reviewing everything youve shared.
  
  
  We understand how upsetting it must have been to feel caught off guard by a carrier switch and unexpected price changes. While Paramount Van Lines coordinates moves as a licensed broker, we fully recognize that this process can feel frustrating if not clearly communicated or supported throughout. Thats on us to do better.
  
  
  Were also deeply sorry to hear about the damages you reported. Your belongings matter, and no one should feel dismissed or passed around when trying to get help. Weve made sure that your claims are properly filed with the carriers involved, and were working to follow up on the resolution process.
  
  
  If youre open to it, wed really appreciate the chance to talk directly and make sure your concerns are heard by someone who will stay with your case. Please reach out to us at ******************************************************************** with your move ID and Complaint ******** in the subject line so we can prioritize it.
  
  
  Were grateful you took the time to share this, and were truly sorry again for how things unfolded.
  
  
  Sincerely,
  Customer Experience
  **********************

• Initial Complaint

  Date:05/03/2025

  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.

  In March 2025, I contracted Paramount Van Lines to transport my household goods from ********, ** to ********, **. I paid over $1,078 upfront, plus $500 via ***** to a subcontractor on March 29, and another $783 on April 25 totaling $2,361. The service promised full delivery to my address. Instead, my items were held hostage and I was forced to meet them at a separate location (not my home) with no prior warning. I was then told the truck could not access my home and was threatened with an additional $1,493 upcharge for a "shuttle delivery" or my items would not be released.This was never disclosed prior, and when I tried to inspect my items for damage (which I have photo and video evidence of), the driver became hostile, attempted to close the truck doors, and refused delivery until I paid in full. I was forced to rent a U-Haul and hire labor to retrieve my own belongings. Several items were delivered damaged or mishandled. I also had to pay an additional $75 via Zelle under duress.Despite making multiple payments totaling over $2,400, the company failed to deliver my goods to the agreed-upon address and violated FMCSA standards by engaging in potential hostage freight practices. I filed formal disputes with credit card company, my bank/*****, and a government complaint with the ***** (Complaint ID: **********. The business has not contacted me or tried to resolve this issue. I am now seeking a full or partial refund for this traumatic, incomplete, and deceptive service.

  Business Response

  Date: 05/16/2025

  Dear Unique,
  Thank you for your feedback. Wed like to clarify that your total deposit of $1,078.00 was applied toward your move, which was successfully completed with both pickup and delivery services rendered as agreed.
  Please note that our contracts and supporting documentation clearly state that if a location does not allow access for a semi-truck, a shuttle service will be required. This provision was acknowledged during the booking process.
  Regarding your refund request, we must inform you that it falls outside the allowable cancellation window. Additionally, we are aware that you have initiated a chargeback through your financial institution, which limits our ability to process any further action on our end. As outlined in the agreement, cancellations made outside of the three-day grace ****** are not eligible for a full refund without penalties.
  We appreciate your understanding and are available should you have any further questions or concerns.
  Sincerely,
  Paramount Van Lines
  **************** Team
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23282613
  
  I am rejecting this response because:

  
  Thank you for the response from Paramount Van Lines. I appreciate the acknowledgment of my concerns, but I do not find their response satisfactory.
  While they claim the move was completed, the condition of the items received, additional charges, and the overall execution of services do not reflect a move completed "as agreed." I have photo documentation showing damaged and improperly handled items, and was never made fully aware of the additional shuttle charges or given the option to approve or decline them in writing prior to the service.
  Furthermore, the company's stance on cancellation overlooks the core of my complaint: this is not about canceling the move, but rather about misrepresentation, lack of transparency, and the damages incurred during the move.
  I am seeking a partial refund or reimbursement based on failure to deliver the services in a professional and transparent manner. I am also requesting that the BBB consider this matter further, as it involves more than just cancellation policyit involves consumer protection violations and potential breach of contract.
  
  Sincerely,
  
  Unique *****

  Customer Answer

  Date: 06/12/2025

  Dear BBB Team,
  I am writing to request that my complaint (ID #********* regarding Paramount Van Lines be reopened.
  Although the business has submitted a response, I am not satisfied with the outcome or resolution offered. I did not receive adequate compensation or a fair resolution for the inconvenience and damages caused. I would like the opportunity to submit a formal response addressing their claims and outlining my ongoing concerns.
  Please provide the necessary link or steps so I can submit my rebuttal and move forward with the complaint process.
  Thank you for your time and assistance.
  Sincerely,
  Unique *****
  1813 Concepts 21 ***********start="841" data-end="844">******************
  ********************************

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service 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.

  We were quoted a price from this company for 2687 on Monday March 10. So we gave them a deposit. Then Tuesday march 11 someone else calls with a higher quote after we gave a deposit. The quote they gave was 3900. We have given them 1900 as a deposit, and they are fighting us about the price. They wont give our deposit back. This is a shady company that sub contracts out the movers. We even are going to leave stuff behind so that we could go by the original quote. Even now they still want the full 3900 and my wife and the lady on the phone are arguing. We payed the deposit for the original quote and they changed the estimate and wont give our deposit back. The lady on the phone is very rude and wont let my wife tell her story. The 2 men that quoted us **** and ***** would not return our phone calls we left many voice messages. This is a shady fly by night company that plays middle man and just collects money. They took 1900 dollars from us and now theyre playing games with us. We want our deposit back please.

  Business Response

  Date: 04/07/2025

  Were sorry to hear this experience didnt go as expected. Its never our intention to cause frustration or miscommunication. To clarify a few points:
  
  The initial estimate you received was based on the inventory and details provided at that time. When additional or updated information comes in, the estimate may need to be adjusted accordingly to reflect the actual scope of the move. We understand how frustrating that can feel, especially after a deposit is made.
  
  Regarding the depositlike many companies in our industry, deposits help secure the booking and cover initial scheduling and logistics costs. However, if theres been a breakdown in communication or you feel misled, we want to look into this seriously.
  
  Its concerning to hear about the difficulty reaching us, and the experience your wife had on the phone. Thats not the level of professionalism we aim for, and we appreciate you pointing it out so we can address it internally.
  
  Wed like to review your file in detail to better understand what happened and see if there's any resolution we can offer.

• Initial Complaint

  Date:04/04/2025

  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.

  Paramount Van Lines was hired to move household items from ******* to ************* on March 14, 2025. The first available delivery date was March 22, 2025. When the items didn't arrive we contacted them and were told by contract they would deliver 2-14 days after the first available delivery date. Tomorrow is day 14 and still nothing. Called customer service and they only say that they don't have any information, the schedule hasn't been made but they would call when items start to move and then 24 hours before delivery. That is all they have said each time we have called. I feel like they are holding our stuff too long and affecting my living arrangements at this point.

  Business Response

  Date: 04/07/2025

  Thank you for your feedback. We understand how frustrating delays can be, especially when it impacts your living situation. While the estimated delivery window is 214 business days from the first available delivery date, as stated in the contract, deliveries can take up to a maximum of 30 business days. This flexibility is in place due to the nature of long-distance moves, which can be affected by factors like routing, truck availability, weather, and other logistics.
  
  We recognize that this experience has been stressful, and we sincerely apologize for the lack of updates. While our customer service team may not always have real-time details during this phase of the process, you will be contacted as soon as your items are scheduled for transport, and again 24 hours before delivery.
  
  We appreciate your patience, and please know that we are continuing to monitor your move and will do everything possible to ensure a smooth completion.

• Initial Complaint

  Date:02/24/2025

  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.

  On february first twenty twenty five paramount van, lythe contacted me from a call that I put in to them at the time of the call. I was driving. And I explained to the young lady that I was driving, she talked to me very fast and told me, basically that I needed to cure my move, because the price would go up. I was quoted $3100 to move me from ******* to *******. There is a whole lot of in between paperwork.I end up signing and giving my credit card for fifteen hundred dollars. When I call to confirm my move, I was told that I was moving to ********, **** I never said anything about ****, so this is in their fine print. And it was just a lot of that illegal paperwork, or whatever. Then I was told that it was gonna be a upcharge for me to move to ******* after it was their mistake, okay? The next thing is the guy calling me.Calling me more money because I gave him the inventory again.He asked for my inventory.I gave him my inventory, and then he said.The price was gonna be sixty five hundred and that's surroundabout figure.That's an *********** could be higher, it could be lord.They wouldn't know until they got my furniture to *******. I then I told him that that was not gonna work for me and I will call them back. I canceled the move via letter to them. And I called my credit card company. I understand that they charged me $1500. They have not moved any of my belongings. They have not picked up anything from my house, and they also Went up double the amounts on the move.Estimate.

  Business Response

  Date: 03/08/2025

  We understand your frustration regarding the issues with your move, and we appreciate the opportunity to clarify and address your concerns.

  It looks like there may have been some miscommunication regarding your moving destination and pricing. Our initial estimate of $3,100 was based on the details provided at the time of the call. However, final pricing can fluctuate depending on the inventory list and any additional factors related to the move. When an updated inventory was provided, the cost adjustment reflected the total volume and logistics required.

  Regarding the destination mix-up, we apologize for any confusion. We always strive to ensure all details are accurately documented, and we regret any misunderstanding that may have occurred. If there was an error in the paperwork, wed be happy to review it further.

  As for your cancellation, our records show that a $1,500 deposit was collected to secure your moving date, in accordance with our terms and conditions. While deposits are typically non-refundable as they cover administrative and scheduling costs, we are willing to review your case to see if any resolution can be offered.

  We encourage you to reach out to our customer service team so we can discuss your concerns further and work toward a fair outcome. We appreciate your feedback and your patience as we work through this with you.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22984424
  
  I am rejecting this response because:
  This company called me several times after I canceled the move threatening me that I will not get a refund because I had schedule the move. I informed them that I did not. Want to proceed any further because the previous estimate was 2 times more then I was quoted. The young lady on the phone basically threaten me and told me that I would be made to pay.

  And that what's the final answer. I really choose not to communicate any further. With this company, I would like a full refund of my money.
  

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

  Business Response

  Date: 03/11/2025

  Were sorry to hear about your experience and sincerely regret any frustration caused. Customer satisfaction is our top priority, and we take concerns like yours very seriously.

  We understand that pricing transparency is important, and we strive to provide accurate estimates. We never intend for our customers to feel pressured, and we apologize if our communication came across that way. Our goal is to provide a smooth and stress-free experience.
  Wed love the opportunity to make things right. Please reach out to us at ************ so we can review your situation and work toward a resolution.

  Thank you for your feedbackwe appreciate the chance to improve.

  
  

• Initial Complaint

  Date:02/06/2025

  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.

  October 2024, I spoke to *** ****** who provided me a low estimate. I provided an inventory list of items Id like moved and paid a deposit. I paid another deposit and updated the inventory list with a guy, ****** closer to the move date (January 15, 2025). After getting rid of larger belongings, I asked them to revise the estimate and they refused. They informed me that it would go by final inventory when the movers arrived. When the carrier company arrived, they said I took up the space despite having significantly fewer and less larger items than before. I was charged the full estimate of $4,497 for 53 items consisting of 1bedroom set and the remainder as small, medium, and few large boxes.After bringing these complaints to Paramount, not only were my five emails with evidence ignored for multiple weeks, but I finally called and spoke with a ***** ****** and a manager there who were insensitive to my complaints. Not one of my emails was ever responded to in writing. They do this to ensure whatever they write cannot be used against them. Also, because there is absolutely no defense to defrauding someone when the evidence and facts are written in email for any viewer to perceive.I called and spoke with ***** ******. She stated, well then take it to court, we will be ready, goodbye.They charged an additional $500 to create covering for my fabric bedroom set despite the fact that moving pads could easily have been used. They reduced to $250 despite the contract stating all furniture would be moved with moving pads and blankets, and *** (original moving estimator) telling me that my fabric bedroom set would be moved the standard way. How convenient to tell me she no longer works here after bringing this up.The movers did not provide any proof that I took up the cubic feet space nor provide any weighted ticket for my items. They also left behind the a large glass vanity desk and large stand alone mirror (attached). I had to forfeit these items.

  Business Response

  Date: 03/10/2025

  Thank you for reaching out about your recent moving experience. We appreciate the opportunity to address your concerns.

  Per our agreement, the final cost of the move is based on the actual inventory and space used at the time of pick-up. While initial estimates are provided based on the submitted inventory list, the final charges are determined by the volume of items moved. Additionally, any specialty services, such as protective wrapping for fabric furniture, may result in extra charges as outlined in the agreement.

  Regarding our cancellation policy, there is a three-day window after signing the Bill of Lading to make cancellations. After this period, deposits become nonrefundable. We regret any miscommunication regarding your inventory updates and the associated charges.

  If you would like to discuss your concerns further or need additional documentation about your move, please let us know. We appreciate your patience and are here to assist you.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22909640
  
  I am rejecting this response because:
  This response is lackluster and fails to address any of the stated concerns, if at all. The issue at hand is the fact that you advertised yourself as a broker that provides access to professional movers. You then proceeded to charge my account with an additional $650 based off inventory I NO LONGER HAD. That additional $650 had nothing to do with paying the fees for the actual move so your claim that the inventory is estimated with the movers makes absolutely no sense. Furthermore, that isnt what occurred when the carriers arrived anyhow.
  Your liability lies in these 3 main points of contention: 1.) You charged this fee of $650 and pocketed it for inventory I NO LONGER had. 2.) You tagged on hidden fees once 3/4 of my belongings were already on the truck. It was you all that I spoke on the phone with regarding the $250 crate fee for my queen bedroom set. Yet when my items arrived, only two of those items were actually boxed and crated! I am missing over half of my belongings and my large plasma television is gone. Your third party carrier used a third party mover without my knowledge or consent.
  I was not provided a delivery date window and had to drive 5 hours from ************** to ******* to meet them to avoid the fee. Half of my stuff is GONE including a plasma television because your company set me up with the most unprofessional carrier who doesnt even respond to calls or texts. I am owed a full refund for the absolute h*** I was put through. The amount of items damaged and missing supersedes what was spent on the actual move. This is your fault. Make it right. Its that simple. 

  Sincerely,
  
  Lukwesa *****

  Business Response

  Date: 03/12/2025

  We sincerely regret to hear about your dissatisfaction with your moving experience. We take all concerns seriously and would like to address the points youve raised.

  As a brokerage service, we work with third-party carriers to facilitate your move, and inventory estimates play a crucial role in determining space allocation. It is the customers responsibility to ensure that their inventory is accurately reported prior to the move, as charges are based on the space reservedwhether or not the items are ultimately shipped. Any adjustments to the inventory must be communicated before dispatch to avoid discrepancies.

  Regarding the additional fees, we strive to provide transparency in our pricing. Certain charges, such as crating fees, are determined by the specific requirements for item protection. If there was any miscommunication regarding what was crated, we would be happy to look into this further. Additionally, while we do our best to provide accurate delivery windows, final scheduling is managed by the carrier.

  We understand how frustrating it is to experience lost or damaged items. As the carrier is responsible for the physical transportation of your belongings, we strongly encourage you to file a claim with them regarding missing or damaged items. If you need assistance with this process, we are happy to help facilitate communication.

  We appreciate your feedback and encourage you to reach out to our customer service team so we can review your case further.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22909640
  
  I am rejecting this response because:
  Please note that I made SEVERAL attempts to call and direct ******************************** to switch the estimate based on inventory I ACTUALLY had. You guys were diabolically rude and downright sociopathic and REFUSED to estimate the actual inventory so dont sit there and type this LIE. Please see attached evidence of attempts to relay the fact that I had reduced my inventory. Your people REFUSED to change the estimate which is a complete violation and breach of the contract. You then charged me $650 based off false inventory prior to the move. This is YOUR issue to fix. Why didnt you update the estimate when I made several calls to do so? Why was I met with rude and calculating nonsense and ignored ?

   

  
  Sincerely,
  
  Lukwesa *****

• Initial Complaint

  Date:12/29/2024

  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.

  On 11/06/2024 I signed an agreement with Paramount to conduct a household move from ********** to ********. I paid the down payment amount of $5,177.51 to Paramount on 11/06/2024 as well on credit card. On 12/08/2024 a company called Perfectly Fast Moving (supposedly out of *******, **) came and loaded all of the household good. This company claimed that Paramount under estimated the amount and demanded a higher amount. A payment of $3,500 was paid on Zillow to phone number *************. The agreement was our goods would be delivered beginning 12/18/2024. At this time I am when I reach out to Paramount I receive a different answer on the status. Some say the goods have left ********** others say that it hasn't. No one will return phone calls or give a definite answer of when an actual deliver will take place. I do not believe this is a legitimate company.

  Business Response

  Date: 01/23/2025

  Dear ****,
  Thank you for reaching out to us. We understand your concerns regarding the timing for the delivery of your household goods during your long-distance move. We see on our system here that your belongings have already been delivered. If you have any questions or any other concerns, please let us know, and we'll be happy to assist you further.
  Thank you for your patience, and we hope everything has arrived safely.
  Best regards,

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22743998
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/30/2025

  Dear ****,
  Thank you for reaching out to us. We understand your concerns regarding the timing for the delivery of your household goods during your long-distance move. We see on our system here that your belongings have already been delivered. If you have any questions or any other concerns, please let us know, and we'll be happy to assist you further.
  Thank you for your patience, and we hope everything has arrived safely.
  Best regards,

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22743998
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/23/2024

  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.

  Initially spoke with ****, did inventory, made deposit of $3500. Spoke with *****(he was late for appt, no communication)redid inventory. Movers show up, different company name, they take pictures, say we have too much inventory, increase our estimate by $3000, wont accept cashiers check which I was told by Paramount to have in the amount of $1682.63. Keep talking about CASH, Zelle, money order. Plus the price went up to $4253.18. I paid in *******. Originally to be delivered Monday. They left the house, got a text, two hours later, they are delivering the next day, Sunday. Sunday they arrive and want CASH or money order made out to them. I said no. I can do CashApp again like Saturday (yesterday). They said no. We are keeping your stuff until you pay, we will leave with your stuff, charge you per hour and per cubic foot, be back tomorrow when you have our money. I said that your company accepted this payment yesterday but you cant accept today is ridiculous. No bank is open to out $1830 cash or get a money order. They said go find a ******* and get a money order. Plus there offices are conveniently closed on Sunday so I cant speak with a Supervisor. Her name is *****. They finally let me use Cashapp and charged me another fee for doing so. It cost $1916.33. So our grand total for the move ended up being $1081.61 after we were originally quoted at $7000 for a 1800 sq ft home 3 bedroom 2 bath with furniture and 100 boxes.

  Business Response

  Date: 01/27/2025

  Dear ***,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience you experienced.
  We would like to clarify that it is our standard practice to inform customers during the booking and verification process that certified funds, such as cash or a postal money order, are required upon delivery. This requirement is also explicitly outlined in the contract.
  In regard to the price adjustment, we request a detailed inventory list from customers in order to provide the most accurate estimate possible, especially when space requirements may change.
  We truly value your feedback and are committed to ensuring that our customers have a positive experience. If you have any further questions or concerns, please feel free to contact us directly.
  Sincerely,
  

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22722553
  
  I am rejecting this response because: I was told to have a cashiers check. Your company doesnt know how to communicate and you promised not to sell our move to a subtractor and thats exactly what happened. Your people were rude and held our belongings hostage on our property and then threatened to leave and charge more money for keeping our belongings. You arent sorry and you dont care. You took over $10000 from us for the move and gave c*** service. I have told everyone not to use your company. Its a scam. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/13/2025

  Dear ***,
  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any frustration or inconvenience this situation may have caused you. We take customer feedback seriously and are committed to addressing your concerns thoroughly.
  We would like to take a moment to clarify our policies. As part of our standard procedures, we always inform our customers during the booking and verification process that certified fundssuch as cash or a postal money orderare required at the time of delivery. This requirement is not only communicated verbally but is also clearly outlined in the contract you signed. Our goal is to ensure transparency and avoid any confusion or misunderstandings at the time of delivery.
  Regarding the price adjustment, we request a detailed inventory list from customers when possible. This helps us provide the most accurate and fair estimate for services, especially when changes to space requirements or other details may occur. Having this information upfront allows us to make sure the final estimate reflects the actual scope of the job and avoids any unexpected adjustments at a later stage.
  We genuinely value your feedback as it helps us improve our services and customer experience. Our team is dedicated to ensuring that each of our customers has a smooth, hassle-free experience from start to finish. If you have any further questions, concerns, or would like to discuss this matter further, please dont hesitate to contact us directly. Were here to assist you.
  Best regards,

  Paramount Van Lines