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:12/03/2024

  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.

  Their customer service was inconsistent, providing conflicting information. Initially, the quote increased by nearly $1,000 on pickup due to a misunderstanding about the size of the sectional couch, despite clear communication from the start. Payment arrangements, previously agreed upon, were not honored at pickup, forcing a last-minute adjustment.I want to understand why am I being charged for a couch I already quoted as sitting 7 people and was given cubic space accordingly ? Also how am I being charged for an amount of cubic space when half of it is utilized, on pick the told me they do not sack the boxes therefore more of the truck is used and I must pay for that space. On delivery everything was indeed stacked as I asked in the first place. And thank you for the cockroaches and insects . I was in such a hurry to put the boxes outside I forgot to take pictures Upon delivery, while the movers were satisfactory, the items arrived infested with live cockroaches, flying insects, and droppings. As of 12/3/24, the company has yet to respond to my initial complaint so i didn't reach out to them about the cockroaches etc... since they didn't answer or acknowledge my email

  Business Response

  Date: 12/17/2024

  We deeply regret the frustration and distress you've experienced during your relocation to ***** and appreciate you taking the time to share your concerns. At Paramount Van Lines, we take situations like yours very seriously and are here to provide clarity. 
  Upon review of your moving estimate, the photos taken at pick-up and the shipping documents your move required 156 additional cubic feet. In such, your total move increased by $725. Your shipping documents indicate you did not incur any additional charges aside from the space your shipment occupied. You were offered a $200 compensation for the inconvenience.
  In speaking with you and the Operations Manager from your moving team, you indicated you sprayed the pick-up location for the bugs prior to our arrival and taking possession of the items. Unfortunately, when packing the items it seems as if you may have packed your infestation as well. 
  Thankfully, our warehouse and trucks are protected by routine pest control and sanitization and no other customer acquired the pest from your boxes.
  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22634865
  
  I am rejecting this response because:

  Inaccurate information.

  You mention I packed my infestation. I said I never had any infestation because I regularly treated my then house up to a few days before my move I  lived in the home for 4 years and didn't have any cockroach issues simply  because I aggressively treated my then home. That was my statement ,and my reason for my anger when I got boxes with cockroaches and some odd. How does that translate into me packing my infestation? My? !!!

  Please correct your insulting statement 

  #2 the $200 was for the infestation which I verbally accepted.

  I was supposed to be contacted for method of payment. That never happened. Therefore no compensation happened as of today . 

  Refrain from providing inaccurate information while making insulting statements. 
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 01/16/2025

  I didn't hear or receive anything from BBB after my last conversation with the company over a year ago. Ultimately ,I will not accept the lies will claiming and apology. An sincere apology would have gone a long way..I will not however accept lies and then changes being thrown to my face for resolution. The purpose of this complaint was to let customers know of their ********************. 

  Period 

  Business Response

  Date: 01/23/2025

  ******,
  I sincerely apologize that youve been dissatisfied with the customer service provided. Please know that our moving trucks are thoroughly inspected, cleaned, and sanitized after every move. We understand the inconvenience this situation has caused, but I want to assure you that the insects did not come from our truck, as we would never send an infested vehicle to any customers home.
  We truly appreciate your understanding, and we're here to assist you in any way we can.
  Best regards,
  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22634865
  
  I am rejecting this response because:
  
  

  I understand you treat the truck after each move. You seem to forget that the truck that delivered my items, had items from different  households in it. That's is what you seem to be forgetting as if only my items were in the truck and so my items must have been infested. Let's use some basic logic here. Households  items  from SEVERAL HOUSES sitting in a huge containers for days.... Make no mistakes I understand  the truck will have several households items loaded. That's the nature of the beast. Unfortunately ,the fact that you keep confabulating will not fly. This is very deceitful practice .There were several customers items in that truck. 

  I have nothing else to say at this point.

  Please stop with these insulting responses. 

  Thank you 

  ****** *********. 

   

  Business Response

  Date: 01/30/2025

  Dear ******,
  Thank you for bringing your concerns to our attention. We deeply regret the inconvenience this situation has caused you, and we understand how distressing it must be.
  After reviewing the circumstances, our records indicate that the insect and ***** infestation appears to have originated from within your home. Additionally, our representative has noted that you confirmed using a bug fogger as part of your efforts to address the issue. We are sharing this information to ensure clarity as we work together toward a resolution.
  We remain committed to resolving this matter and are open to discussing potential solutions. Please feel free to reach out to us directly for further assistance.
  Thank you for your understanding and cooperation.
  Sincerely,
  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22634865
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

   

  Your representative LIED .

  I SPECIFICALLY told her ,I never had any bugs issues in my home because life in ******* requires to be on of it. Therefore I always had my home professionally treated up to 2 weeks before my move. I never fogged my home and can even have the pest control receipt for this.

  How does that translate into my home being infested ? What level of profound and tortuous interpretation is this ?

  Please stop communications with me. Every message is a new lie. Play back the recording to listen to what I told your incompetent representative. I have had enough of this shenanigans. Play back the conversation,if it's in fact recorded. 

  This is ridiculous.

  CEASE COMMUNICATION WITH ME. I AM NOT WITHDRAWING Any COMPLAINT  or reviews due to the very intention to remain deceitful and make up lies. As a matter of fact I will go update with the lies you keep bringing back.

  This confirms the fact that you are a deceitful company! What I told the representative and how you choose to twist it is not the same.

  CEASE COMMUNICATION WITH ME. 

• Initial Complaint

  Date:11/20/2024

  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 August 23rd, 2024, my wife and I contracted with Paramount Van Lines to complete a move to *****************. Paramount subcontracted with another Company, I Relocate You for the actual move. On the date of Pick Up I Relocate You showed up with a smaller truck than required for the move, so it was rescheduled for the next day. On the next day a Semi truck arrived but had no Ramp or Liftgate which was specifically requested by me due to very heavy items being moved as well as NO Wrap Blankets for the furniture being moved. I contacted our Paramount **** *****, who informed me these issues would be taken care of. The packers began loading items on the truck and started Suran wrapping furniture items. I asked what about wrapping Blankets and was told they would be getting some. I am a 100% Disabled Vet. and my wife is my medical caretaker. We stayed out of the way during this process. I Relocate You did arrive with a 2nd smaller truck with a Liftgate that they used to transfer the heavy items to the Semitruck. Un beknown to us the furniture Items were never blanket wrapped only Suran Wrapped which caused Severe Damage to all Wood Furniture, 3 ***room set were severely damaged to include I Queen *** that was totally destroyed. All wood furniture had some type of damage scratches or dents and dings. My wife and I drove (3) days to get to *****, so our Relator handled the closing of our Home as well as the delivery of our home goods. During the delivery process the San Antonio Police had to called (2) times because of issue's that arose during the off load. Workers attempted to steal Personal items from the Semi-truck complaining that hadn't been paid for their services they threatened our Relator with physical harm, the second time was because Semi Driver was told to lockup the truck because his Company had not been paid. The Police informed the driver it was personal property and to unlock the truck. Photos of Damaged items were sent to Paramount.

  Business Response

  Date: 01/24/2025

  Dear ***** *******,
  First, I want to sincerely apologize for the numerous issues you've encountered throughout your move, and I deeply regret the frustration and stress this situation has caused you and your wife. Your experience does not reflect the high standards we strive to maintain at Paramount Van Lines, and I understand the impact it has had on you both.
  I am particularly concerned about the damages to your wood furniture, the lack of proper equipment like blankets and a liftgate, as well as the troubling incidents during the delivery. Please know that we take these matters very seriously, and I will personally investigate each of the points you raised to ensure this does not happen again.
  I have reviewed your complaint regarding the packing and moving process, and I understand that the furniture was not properly protected with blankets, as requested. This oversight is unacceptable, and we will be following up with I Relocate You to address these issues internally. Additionally, I am very sorry to hear about the problems you faced with the delivery team. The behavior you described, including threats and theft, is completely inappropriate and will be thoroughly investigated.
  Please be assured that we are committed to resolving the damages to your belongings and addressing the inappropriate conduct during delivery. We will reach out to you directly to discuss how we can make this right. If there are any additional photos or details regarding the damages or issues you experienced, please forward them to us at your earliest convenience.
  Again, I sincerely apologize for the distress this has caused, especially given your circumstances. We are dedicated to ensuring you receive the resolution and respect you deserve.
  Thank you for bringing this to our attention, and we appreciate your patience as we work through this.
  Best regards,

  Customer Answer

  Date: 02/01/2025

   
  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,
  
  ****** *******

  Customer Answer

  Date: 02/12/2025

    On 02/01/2025, BBB stated that Paramount notified you that this case was complaint #********** was closed and resolved. This case was never even brought forth. The Company refused to pay for any damages, nor did they compensate any monies towards the damages. They stopped taking our calls. I respectfully ask the BBB to publish the correct information against this company as requested so that others are not harmed by this Company's flagrant Disregard to Paying Customers Personnel Property!!! 

   

   

    Respectfully,

  ****** *******

  Business Response

  Date: 02/13/2025

  Dear ***** *******,
  I want to express my deepest apologies for the challenges you experienced during your recent move. I understand how frustrating and stressful this situation has been for you and your wife, and I truly regret that your experience fell short of the high standards we aim to uphold at Paramount Van Lines.
  I am particularly concerned by the damage to your wood furniture, the absence of proper equipment such as blankets and a liftgate, and the issues that arose during the delivery. Please know that these matters are being taken very seriously, and I will personally oversee the investigation of each point you raised to ensure that we take corrective action and prevent any recurrence.
  I have reviewed your complaint regarding the packing and moving process, and I understand that your furniture was not properly protected with blankets as you had requested. This oversight is completely unacceptable, and we will be working with our partner, I Relocate You, to address this internally. Additionally, I am disheartened to hear about the unacceptable behavior you encountered from the delivery team, including threats and theft. This conduct will be thoroughly investigated and addressed.
  We are committed to resolving the damages to your property and addressing the inappropriate behavior exhibited by the delivery team. Our team will reach out to you directly to discuss how we can best resolve these issues. If you have any additional photos or information regarding the damages or problems you encountered, please feel free to share them with us at your convenience.
  Once again, I apologize for the distress this has caused, especially considering your personal circumstances. We are dedicated to ensuring that you receive the prompt and respectful resolution that you deserve.
  Thank you for bringing this matter to our attention. We appreciate your patience as we work to make things right.
  Best regards,
  
  Paramount Van Lines

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22581799
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

                                 Paramount Moving  has made NO ATTEMPT OR EFFORT  to reach a mutual FAIR OR REASONABLE OFFER TOWARDS RESOLVING THIS ISUUE OF DAMAGES TO OUR PROPERTY.  The only thing the have done since this problem is change their Business Name. I still have the damaged items, unable to replace anything because of minimal  financial issues. They damaged all this property and just walked away. I am hoping they can at least help pay some of the cost for the damages, but I feel since they were already paid the just got the money and ran. I intended to use Social  Media, Public Outlets, and the Military Moving,  to WARN THE GENERAL PUBLIC ABOUT THIS COMPANY TO PREVENT OTHERS FROM HAVING TO GO THROUGH THIS.  If the Company should consider to assist in helping to replace the damaged items, I would reconsider the Negative Comments. I will allow up to 10 days for a response. After that I will continue WARNING POTIENTAL CUSTOMERS OF THE SERVICE WE RECIEVED. AGAIN LET ME EXPRESS THAT I AM A 100% DISABLED VET AND THE COMPANY WAS INFORMED OF THIS DURING THE HIRING PROCESS.

   

                   SINCERELY,

  .                 ****** *******

  Business Response

  Date: 02/26/2025

  Dear ***** *******,

  
  I would like to sincerely apologize for the difficulties you encountered during your recent move. I fully understand how frustrating and stressful this experience has been for both you and your wife, and I deeply regret that we did not meet the high standards we strive to uphold at Paramount Van Lines.
  I am particularly concerned about the damage to your wood furniture, the lack of proper equipment such as blankets and a liftgate, and the issues that arose during delivery. Please be assured that these matters are being taken very seriously. I will personally oversee the investigation into each concern you raised and ensure appropriate corrective measures are taken to prevent similar issues in the future.
  Upon reviewing your complaint regarding the packing and moving process, I understand that your furniture was not properly protected with blankets as requested. This oversight is entirely unacceptable, and we will be addressing this issue with our partner, I Relocate You, to ensure it is handled internally. Additionally, I am disheartened by the unacceptable behavior you encountered from the delivery team, including threats and theft. This behavior will be thoroughly investigated, and appropriate action will be taken.
  We are fully committed to resolving the damages to your property and addressing the inappropriate conduct exhibited by the delivery team. Our team will be reaching out to you directly to discuss the best course of action to resolve these matters. Should you have any additional photos or information regarding the damages or other issues, please feel free to share them with us at your convenience.
  Once again, I deeply apologize for the distress this situation has caused, especially given your personal circumstances. We are dedicated to ensuring that you receive the prompt and respectful resolution you deserve.
  Thank you for bringing this matter to our attention. We appreciate your patience as we work to rectify the situation.
  Best regards,

  
  Paramount Van Lines

  
  

• Initial Complaint

  Date:11/19/2024

  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.

  We canceled our scheduled move and are demanding the immediate return of our $2,533 deposit to our credit card.Our initial estimate was $3,969.20. Following a review of the inventory with ***** on Sunday, this estimate increased to $5,259.20. On the day of the move; however, we were given a final total of $9,455more than double the original quote. This is unacceptable. We reviewed the inventory thoroughly, twice, and there has been no significant increase in the volume of our belongings to justify such an exorbitant change.Paramount Van Lines customer service representative, *****, has refused to process our refund, citing a requirement to cancel three days in advance. This policy is completely unreasonable, as the inflated pricing was not disclosed until the day of the move. Paramount Van Lines is attempting to coerce us into accepting an exploitative pricing scheme while unjustly holding our deposit ********** is impossible to comply with the three-day cancellation policy when no physical inspection was conducted before the move date. A simple inspection, which took only five minutes on the day of the move, could and should have been completed earlier to allow us to make an informed decision. Under those circumstances, enforcing a cancellation policy might be understandable. However, demanding that we forfeit our deposit after blindsiding us with an estimate that is more than double the original quote is both unethical and indicative of poor business ************ be clear: - We did not use any of their services. - We did not agree to this grossly inflated estimate. - We gave an accurate and detailed inventory, twice

  Business Response

  Date: 12/17/2024

  We understand that encountering a price increase on moving day can be frustrating, especially after having a different initial estimate. Paramount Van Lines provides estimates based on the inventory shared and services requested during the initial call. Because you were not at the origin location for the ***************** assessment we're forced to rely on evaluations of inventory and other factors during onsite assessments. This can sometimes lead to adjustments in the final cost. Factors like changes in item quantity, sizes and packing may impact the final price. Photos received from the ******* from the onsite evaluation have been attached for comparisons to the moving estimate. Upon your review, you will find a ***** contrast in the inventory provided as well as the packing services required. 
  
  Regarding refunds, ********************************* policy, as per the terms agreed upon, states that deposits are refundable only if the move is canceled within a 72-hour window from when the bill of lading is signed. This policy is in place to cover the commitment we make with moving teams once the booking is confirmed. If you are outside this refund window, the deposit is considered non-refundable.
  
  We empathize with your situation, and if you would like further clarification or additional assistance, please reach out to our support team. They can review your case in detail and ensure you have a clear understanding of the process.

• Initial Complaint

  Date:11/13/2024

  Type:Product 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.

  Im writing today to share my grievance and request a credit for the most deceptive and fraudulent moving relocation experience that I have ever had. On August 30, 2024 I signed a contract with ****** ****** of Paramount Van Lines, for moving from ************, ** to ******, ** for an estimated charge of $2,662 dollars. I placed a deposit of $1,166 down with an estimated pickup window was 9/10/24 9/11/24. This estimate included 43 Boxes, one motorcycle, one recumbent bike and a ladder. On 9/8/24 I was contacted by one of their representatives who said that the new estimate would now be $3,810.16 because the crating of the motorcycle was not included their original estimate even though I was told by ****** ****** that it had been. This was over a 30% percent increase even though I informed your representative that I would have less than 20 boxes along with the motorcycle and recumbent bike. He told me that I needed to pay another $500 deposit and that if I shipped less, I would be reimbursed. On 9/10/24 I spoke with **************** and said that I would not be shipping the motorcycle however, they responded that the crating material was already on the truck and that I could not renegotiate the items shipped.On 9/12/24 the movers came to my house without a crate for the motorcycle! I spoke with **************** again, and they assured me they would conduct a direct Zelle refund of $500 for no longer shipping my motorcycle (the final price was still more than the original estimate without the motorcycle). I was then forced to sign a new contract for $1,772 with the movers in my driveway in order to have my items shipped. The total items consisted of 18 boxes, a ladder and the recumbent bike. Paramount Van Lines did not send the $500 but instead, had the audacity to send a Non-Disparagement Clause Agreement threatening to not reimburse me unless I signed this agreement which I chose not sign.

  Customer Answer

  Date: 11/14/2024

  Hello,

  I've spoken with the owner of Paramount Van lines and we've reached a resolution. Please close this case. 

  Thank You for helping me resolve this issue, 

  Have a Great Week

  **** Sera

• Initial Complaint

  Date:11/12/2024

  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.

  This complaint is for the fraudulent services supplied by Paramount Van Lines and ****************** for moving services NOT received for a one way, interstate move, ** to ** on Nov 10, 2024.The vendor that was assigned to my move ************************************** by Paramount, as the broker, DID NOT send acceptable representatives/workers to complete the move. They attempted to extort $1800 additional dollars for the cost of the move onsite, saying the estimate I was given by Paramount was not accurate, despite all details they were up-charging for, being given to Paramount IN DETAIL at the time of the estimate creation.The workers that showed up on site to complete the move were 2 hours late, visibly vaping, wearing flip flops, they had no paperwork to identify them as licensed and bonded movers, no supplies, tools or inventory list of my shipment. The vehicle they were driving (I checked the license plate) was not register to SVL business, but was listed as a "commercial rental." It was clear the moving company assigned to my move by Paramount was not legitimate. I immediately called my credit card company (Citi Card) to begin fraudulent charges against Paramount for a refund of the $897.91 deposit I paid on Nov 2, 2024. I called the customer service **** at ********************** immediately to explain the situation and to see what my options were for either 1/ a new ******** or 2/ to cancel the move entirely. The move was time sensitive as I do not live in ******* full time, and was only in town to facilitate the pack and shipment. Paramount **** said they would contact the *** company and call me back. They never did. I lost all communication with Paramount receiving no further responses. The *** company dispatcher advised the workers to stay despite me telling them several times to leave. My attorney joined me on the premises as they were endangering my personal safety even though I told them the job was cancelled and they had to leave.

  Business Response

  Date: 12/17/2024

  Customer has been refunded in full. 

• Initial Complaint

  Date:11/07/2024

  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.

  They owe me a refund of $3,854.00. I emailed them twice, attached, within the contractual cancellation timeline. They will not respond via email. I have phoned on several occasions:3 times i was told they would call me back, they didn't.2 times i was told i need to call back when i can speak to the right person.Once, the person i spoke to tried to avoid the refund by offering a credit for future use with their company. When i declined, she said i would receive a refund and an email confirming cancellation by the end of that day. No email was received. Refund has not been received. That was on 10/31/2024. Immediately after the above phone call, a different person called me back and asked me to accept a 50% refund. I declined. Then he threatened arbitration and said I do not qualify for a refund.Later that day, I phoned the person who threatened and told me I don't qualify for a refund and he apologized and acknowledged I do qualify and promised a cancellation email by the end of the day and a refund. Still no email. Still no refund. That was on 10/31/2024.I have given them a week to refund my money and respond via email confirming my cancellation. Neither has happened.I want my refund of $3,854.00 and email confirmation confirming my cancellation as they promised twice and proof of refund in transit immediately.

  Business Response

  Date: 12/17/2024

  Customer cancelled her move within the cancellation policy timeframe. Customer was due a full refund of her deposit. Rather than wait 7 to 10 days for merchant and bank processing, customer filed a dispute with the credit card company further delaying  the refund process. At this time, customer has been refunded in full. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22528289
  
  I am rejecting this response because it is untrue, meaning they omitted the facts that they ignored my request for refund and gave me the runaround on the occasion that they did speak with me. This left me no option other than filing a claim with my credit card company. The credit card company promptly addressed the issue. Paramount Vanlines did not. In fact, Paramount Vanlines contacted me after my filing a claim with my credit card company and told me they would refund me "if" I withdrew my dispute with the credit card company and removed this complaint and my complaint with the regulatory agency. When I told my credit card company this, they said many fraudulent companies use this tactic and it would result in my not being entitled to protection from the credit card company.

  Despite the response from Paramount Vanlines here, I was not refunded. I did recover my expenses despite their not refunding me, thanks to Discover.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/06/2025

  Unfortunately, we are not able to refund a dispute - either it needs to be cancelled so it can be refunded or it needs to go through the merchants dispute process. 

  You were always due a refund however, disputed the charge prior to the 7 to 10 business days stated for the cancellation policy. 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22528289
  
  These responses are increasingly untrue and irrelevant. I will not be responding again. My complaint is valid, resolution was achieved through other avenues when Paramount Vanlines did everything they could to avoid returning my funds. Going back and forth here is a mute effort. My hope is my complaint is published so it can be used as a testimony to the operations of Paramount Vanlines. 
  
  Sincerely,
  ********* *******

• Initial Complaint

  Date:09/10/2024

  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.

  These guys are scam artists. They take your money and than they tell you my guys drive up to *********************************************** 2 days since I had a 1000 mile move It had been 32 days and I have not received my items yet. I have been paying for a hotel this whole time because I just closed on my house but I have no furniture to use. They also told me it was gonna be $2137.56 and now they are saying when the movers show up (a whole different company with terrible reviews) they are gonna collect an extra $3000 from me and they also did a quality assurance call and I added 20 medium boxes and they charged me an extra $1600. Beware of these guys. ***** claims to be the owner but I heard in the back round he has another name and he doesnt even Own the company. Stay very far away from these guys if you dont wanna get SCAMMED. 0 Stars for this company. STAY AWAY!! They lie for there money. And they also DO NOT do what they say they are gonna do.

  Business Response

  Date: 09/11/2024

  The name and phone number associated with this complaint does not have a file with our company. 

  The email address is obviously fake. 

  The address is a ********** not a house. 

  Please provide actual details or remove. 

  Thank you. 

• Initial Complaint

  Date:09/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called paramount van lines to book a moving service for Sept 11, 2024. I'm a single mother that already knew what she was packing and how much I was able to spend. My budget was $1,700.00 and the final amount was slightly over to $1,800.00. I was ok with it as we went over what i was bringing 5 times with the ***. *** sent my 2 invoices as the initial she forgot the jewlery box. I went over that I had a desk and never did she ask what shape just it was large. We went over the beds that one was a queen with box spring and frame (no headboard or footboard). It stated on the estimate queen bed with mattress. The *** stated that covered the whole bed. Then we went over the full mattress with platform frame and headboard. The estimate stated full bed with mattress. *** explained that was covered the entirety of the full bed. 4 days before my scheduled pickup a different *** called to finalize inventory. The only thing that changed was I had a final box count of 28 when originally we said 30. Somehow I needed to pay an additional $380.00 in order to pickup as I added items. I asked what I added and he said the jewlery box, boxspring, queen frame and full platform with headboard. I said no no no the *** stated that all was covered. Then I said ok fine take the jewlery box out. They still wanted $380.00 or no pickup. My fear is that once they have my stuff at drop off they will demand more money. He also was being very gaslighting as I had a panic attack because as I stated I was on fixed budget; he stated I was acting this way (yes I yelled) because I wasn't getting my way. Not that they are holding my relocation move hostage 4 days before my move. I am calling my bank as I already gave them a $495.00 deposit. Now they won't return it and are taunting me saying they are a million dollar company and can take on my bank. Help!

  Business Response

  Date: 09/20/2024

  We sincerely apologize for the distressing experience you've described. We understand how frustrating it can be when expectations are not met, especially during a major life event like moving. Your concerns are important to us, and we want to address them. Due to the seriousness of the allegations, we took the time to not only review the notes on your file but also the calls during the booking process and just prior to pick-up.
  
  I have attached your moving estimate signed on 08/13/2024 for reference
  
  During your initial call with *******, you scheduled a move from ************* to ********* for pick-up on 09/12/2024.
  Your inventory included 38 pieces:
  1 BED, FULL (WITH MATTRESS)
  1 BED, QUEEN (WITH MATTRESS)
  15 BOX, LINEN/MEDIUM (3.0 CU. FT)
  15 BOX, SMALL PBO 12X12X18
  1 CHEST, MEDIUM
  1 COMPUTER DESK
  1 DESK CHAIR, LARGE
  1 T.V STAND - SMALL
  1 T.V. FLAT SCREEN- 33-60
  1 TABLE, COFFEE 
  
  During the courtesy call with the inventory specialist on 09/07, you advised you were having a panic attack because your account was already negative $392 and you did not have the funds available for the pick-up payment. When the discrepancy in inventory (specifically the jewelry box and size of the desk) was addressed, you began screaming at him and threatened to find him. It was then he disconnected the call. 
  On 09/09 and 09/10 our **************** Manager attempted to reach out to you in which you responded via text indicating you got a truck to complete your own move. In summary, your items were never held hostage. The move was cancelled significantly outside the stated cancellation policy and you refused to address your concerns with our management team. Again, we fully understand moving, be it one mile or cross country, is stressful. We are confident your predicament could have been addressed prior to the move, had we been given the opportunity. 

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22258218
  
  I am rejecting this response because: ******* sent me 2 estimates as she forgot the jewlery box in her first estimate. If the size and shape of the desk matters then it should of been asked at the estimate. You also stated the boxspring and rails for the Queen bed as well as the platform for the full bed wasn't included. I would like a copy of my conversation with ******* to show I above and beyond explained what I was bringing and that nothing changed. For some reason now I can only find the misquote estimate without the jewlery box in my email when I had 2. I asked them to email me a new quote and he said he would do it at his convenience which I never got. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 09/23/2024

  The only estimate signed with ******* was previously attached. For your convivence, I have attached it again. 
  

  The bed rails are included in the estimate, as stated.  

  You signed the same estimate again with ******* on 08/16/2024 when you called our office to change your move date. This is the same estimate with the exception of the date change, as ******* does not have access to edit inventory.  This signed estimate has been attached as well. 
  
  

  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22258218
  
  I am rejecting this response because: I would like the recorded call so we can hear what I went over and the fact that she sent me 2 estimates. 1 with the jewlery box and 1 without the jewlery box. The estimate with ******* didn't have any inventory listed and when I explained things I was told we can add things however I originally stayed EVERYTHING I was going to bring as I already knew. I did forget the **** chair but I was going to have my parents bring it when they moved. I had everything planned accordingly. It wasn't until you called 4 days prior and added another ****** that it wasn't going as planned. When you need to account for every ***** you make sure you ask questions and state everything. I was even less 2 boxes than I originally stated. The *** said the rails and box spring were extra as well as the jewlery box and the platform full frame when I SPECIFICALLY stated them. Again I want to hear the recording of the calls. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/06/2024

  Type:Sales and Advertising 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.

  I hired Paramount Van Lines to move my belongings from ******** to ********, a total of 712 miles. I was given an estimate of $3624.76. Upon arrival to my home to pick up my things, I was charged an additional amount, then charged more again upon delivery of my things for a total charge of $4610.00. In addition to the upcharging, three boxes of my things were lost and four pieces of my furniture were either broken or scratched. I filed an insurance claim with the company, but then received an email from the insurance company advising me to contact the company directly because the company's insurance coverage had lapsed due to their failure to pay their premiums. The individuals at this company lied to me repeatedly, upcharged me, and lost several thousand dollars worth of my things.

  Business Response

  Date: 09/20/2024

  We sincerely apologize for the experience during your relocation from ******** to ********. We understand how stressful this situation must feel. 

  As discussed, Paramount Van Lines is committed to providing excellent customer service. As you know we have been working with ********* and Storge to resolve your claims beyond standard protocol while they work to remedy their moving claims provider. Your patience is much appreciated. 

   

  Customer Answer

  Date: 10/10/2024

  I would like to withdraw my complaint. The company has settled the issue to my satisfaction. Can you remove the review I submitted? Please let me know what I need to do to make this happen. Thank you, ***** *****