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:07/25/2023

  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.

  I hired these moving brokers for a move from ** to CO. They quoted me a price, and I signed the contract. I gave a them a detailed , accurate review of my inventory, and the carrier agreed my items were exactly as described. However, the carrier told me that this broker underestimated the cubic footage and as a result my contract amount went up over $400 more. Also, the broker charged me $75 for extra special handling of a China cabinet. The carrier told me it did not need special handling and that I should not have had to pay that extra fee. The carrier and I tried to call the broker to remedy these overcharges, but they do not answer our calls or emails or texts. They have no way responded to me or the carrier. I would like satisfaction to being overcharged by this broker.

  Business Response

  Date: 07/25/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer`s booking agent. The customers goods were picked up and are being transported under the ********* of ****** ********************************* whom the customers moving contract is with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Please note that the customer's estimate was inventory-based. It was not based on cubic feet or weight. Pricing Van Lines only provides estimates based on items and does not provide estimates based on cubic feet, therefore it is not possible to "underestimate cubic footage." Secondly, special handling fees go directly to the customer's carrier. Carriers are who advise whether an item is assessed a special handling fee or not, as they are the ones who are transporting the item and performing the physical labor. If an item was not in need of a special handling fee, the customer's carrier would have removed this fee from their contract with the customer themselves. ********************** does not benefit from this and would have no reason to require this fee to be charged. Lastly, the statement that Pricing Van Lines is unresponsive is false. On the contrary, the customer's ************* Representative ****** tried reaching the customer yesterday 7/24/23 and emailed the customer with his direct point of contact information, in case the customer needs anything, they may contact ****** directly.  A copy of this email has beeen attached. The customer may get back to ****** for anything they need via the contact information on this attachment.
  
  Thank you,
  
  Pricing Van Lines

• Initial Complaint

  Date:06/25/2023

  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.

  We booked a move from ** to ** through Pricing Van Lines. Pricing Van Lines just brokered the move to the actual moving company, which was Road Runner Moving. Road Runner broke or damaged 95 items, held our belongings for a $4000 last-minute ******, and caused over $9000 of damage. They admitted that they damaged the items and offered us only $165 in compensation! They are rated F by the Better Business Bureau for a reason. In addition, according to the Better Business Bureau (BBB) website: "On 05/21/2022 the ********** *************************** revoked the license of Road Runner Moving." Road Runner also lies and says it is BBB certified when it has been repeatedly asked by the BBB to remove that from their website. Why would Pricing Van Lines use such an obviously horrible company? Pricing Van Lines acted as a front for Road Runner Moving.

  Business Response

  Date: 06/27/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Pricing Van Lines is a booking agent. The customers goods were picked up and transported under the operating ********* of ********** Moving, whom the customers moving contract was with. All carrier's in Pricing Van Lines's network are licensed, vetted, insured, and in good standing at the time of a move. Pricing Van Lines is neither aware of nor responsible for what happens once a carrier is no longer in our network. The customer's move was five months prior to the date that the customer is providing regarding ********** Moving, and ********** Moving was in good standing at that time; furthermore, ********** Moving was no longer in our network prior to the date provided by the customer. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Pricing Van Lines is very sorry to hear that the customer was not happy with their experience with Roadrunber Moving. Please note that our *************************** has been trying to reach the customer since 3/15 in order to offer them our assistance and offer them a courtesy compensation from our part, upon our finding out that they were not happy with their claim settlement. Unfortunately, the customer has not returned our calls or replied to our emails. We are still happy to assist however we can within our means if the customer would like. They may get back to our *************************** at ************ or at ************************** Likewise, please feel free to contact our *************************** with any other questions.
  
  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 06/29/2023

  Complaint: 20234953
  
  At the end of this statement, please see the following email that we sent to Pricing Van Lines regarding this complaint.  Their response to this email indicates that they are considering a courtesy compensation.  However, sending us a few hundred dollars will not change our position.  *********** believes that an undisclosed $4000 last-minute charge is normal, even after we had specifically asked if there could be any other potential charges at the destination and were told "no". 

  
  As consumers, our position is that the damaging or destruction of over $75,000 of furniture is something that other potential users of the company's services should be made aware of.  If by making many consumers aware, we can prevent even ***** potential Pricing Van Lines' users from suffering the same fate, we believe that we will have been of service to the consumer community.

  
  At this point, we are rejecting the company's response, pending an offer of compensation that the company says will come in 2-3 business days.

  
  Sincerely,
  
  ****** and *************************

  
  Below is the text of the email we sent to the customer service department of ********************** on 6/27/2023:

  
  Thank you for replying to our complaint submitted to the Better Business Bureau.  A response to our complaint reflects that you care about your customer experience and the quality of your service.
  
  
  We have tried to reach you on several occasions, but in every case we have just reached the same voicemail.  Feeling that this type of customer service is inconsistent with a business that values its customers, we went ahead with our complaint to the BBB.  From our records, we show that Pricing Van Lines emailed us one time since 3/15 simply to ask that we call, not to offer any kind of compensation. 
  
  
  Roadrunner Moving has had an F rating with the BBB for several years.  Their ratings and reviews are among the worst of any company in the BBB database.  We feel that Pricing Van Lines' referral of our substantial move to Roadrunner reflects poor judgment and a violation of trust in Pricing Van Lines' role as an agent for our move.  *********** that truly vetted its service providers should never have been associated with Roadrunner.  
  
  
  Roadrunner's service was careless and possibly malicious.  Once our furniture items were blanketed and moved to its warehouse, many blankets were removed and the furniture sustained severe damage.  By the time we received our furniture, other blankets had been haphazardly slapped on parts of the furniture, and several pieces had tape wrapped directly on the wood, injuring the finish.  The majority of furniture pieces were damaged in some way.  Glass lamps were put in boxes next to wood items, floor lamps were unwrapped and put upside down into boxes, and lampshades were not protected in any way.
  
  
  The delivery of our items was also well below expectations.  One day before delivery, we received a call that we needed to wire $4000 extra if we wanted to receive our items.  We had heard of this kind of blackmail before but had never experienced it.  Roadrunner's claim was that the charge was required because of the trucks they used, but it could have been any excuse.  Also, the movers didn't cover all of the floors in the new house, so the floors sustained $2000 of damage.  These damages are in addition to damage to over **** pounds of belongings worth over $75,000.  Of course every move results in the occasional dent or scrape, but in our case, 95 separate items sustained damage--that kind of damage resulted from extremely careless and negligent behavior.
  
  
  We have spent over 50 hours documenting and taking photos of the damage to our belongings.  We submitted the damage estimates to the mediator which totaled over $9000, and Roadrunner proposed only $165 in compensation rather than the thousands we believe that we are entitled to.  We rejected the offer.
  
  
  If Pricing Van Lines can offer significant cash compensation of $2000 or more, we believe that it will absolve the company of its part in this horrific client experience.  Otherwise, we feel that it is our responsibility to warn other potential users about our experience.  Let's face it; this was a failed move.  We have never heard of a worse moving experience than we had.  Compensation will not make our furniture whole.  Compensation will not unbreak our china cabinet or deliver us our antique dining table.  But it will show that Pricing Van Lines values its clients enough to step in when a highly unusual and horrific move occurs.
  
  
  Please respond to this email in writing within 3 calendar days, as we are required to accept or reject your response to our BBB complaint soon.  Thank you for your understanding.
  
  
  Sincerely,
  ****** and *************************

  
  

  Business Response

  Date: 06/29/2023

  We are happy to advise that yes, the customer has finally responded to ** in order to allow us to assist. Please note that the customer is fully aware that the $***** charged to them by Roadrunner Moving was their shuttle fee, not "an undisclosed charge." Attached is a copy of the customer's ackowledged and signed agreement, showing that the customer's reservation was for an approximate ***** cf of space. Shuttle fees are charged at $1 per cf. The following page also shows that the customer was advised and acknowledged that they understood that a shuttle fee would be applied if there was no access at the customer's delivery location for their *****************. Shuttle fees, if needed, are always charged in the end, prior to delivery being completed, as the carrier must first inspect the delivery location to see if there is 18-******* access or not before charging a shuttle fee, as well as sometimes make an attempt at using the 18-******* if there is a possibility of access, so as not to have to charge the shuttle fee and have to unload, reload, and unload once again.

  Pricing Van Lines has submitted a courtesy compensation request for the customer's file, as a show of good faith from our part, which is currently under review. The customer may maintain any position that they wish, regardless of our courtesy compensation, as this is something that is being considered for the customer as a COURTESY, not a due amount. As the customer previously stated, they have already submitted their claim to the *************** and the ************** was unfortunately not provided sufficient evidence in order to approve a higher amount for the customer. The customer may seek arbitration from Roadrunner Moving if they are still within their time frame, which would be the next step if they were not happy with their claim settlement. Pricing Van Lines is also happy to assist the customer with any information they may need regarding their carrier in order to proceed.

  Thank you,

  Pricing Van Lines

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20234953
  
  We are rejecting this response because: the company has made a compensation offer.  Once compensation has been received, we may change our response.

  Sincerely,
  
  ****** and *************************

• Initial Complaint

  Date:06/07/2023

  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.

  The company moved me from ***** to ******* 4th Quarter 2022. Pick up was September 2022, deliver was November 2022. When the company showed up to do the move, my price suddenly increased by $1500 and they wouldn't proceed until I sign a new contract. I was told that when I was provided a quote, they did accout for the amount of space needed on the truck. Mind you, they did not show up for th walk through 2 days before and it was conducted over the phone. After going round and round with them, they told me it would be fixed at the end. THEN.....they movers packed my stuff on 3 different trucks....meaning my stuff was comingled with someone else's. When they unpacked my items, items are missing, broken, filthy, dropped a 1 year old $8000 hot tub, off the back of the moving truck, put a hole in the wall of my brand new house while scuffing up the floors and stairs. After filing the claim, they offered me $75. My total charges filed was over $1500.

  Business Response

  Date: 06/08/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines was the customer's booking agent. The customers goods were picked up and transported under the ********* of ****** Van *********************** whom the customers moving contract was with. Pricing Van Lines was not the company who performed the customer's move. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Upon reaching out to ****** Van ********************** in order to better assist the customer and further investigate and confirm the details of their complaint, ****** Van ********************** picked up and transported an additional 35 items on the day of the customer's pickup that were not on the customer's inventory list estimate prior to pickup. This was the reason for their additional charge to the customer. Secondly, the "walk through 2 days before" that the customer is referring to was the ***************** phone call appointment that is always conducted right before the customer's pickup. This is always a phone appointment and has never been an in-person walk through.

  Pricing Van Lines apologizes that the customer experienced any damage and / or missing item with ****** Van *********************** and upon being notified of this by the customer on 11/29/22, our **************** Manager immediately contacted the customer and offered to assist the customer with this ourselves. Normally claims must be filed through ****** Van *********************** as per the customer's agreement. However, ********************** offered to allow the customer to go ahead and file their claim through our own account with the *************** as a courtesy and show of good faith to the customer from our part, so that we could be there if the customer needed any assistance. The customer did not contact us requesting any assistance prior to submitting this complaint, therefore we were unfortunately unaware of the customer's claim details and amount, as this information is between the customer and the *************** and the customer did not notify us of this. We are happy to submit a request for the customer for a courtesy compensation to be added to the customer's claim amount, as an additional courtesy from us, just to further help the customer out with this. Our **************** Department has again reached out to the customer to offer our assistance with this. Please feel free to contact our **************** Department at ************ or at ************************* with any questions.
  
  Thank you,
  
  Pricing Van Lines

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair 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.

  On Saturday 4/29/23, I contacted ************************************ to get a quote for an upcoming move. The sales manager, ********************* set everthing up and quoted me the price of $3887.00. In our conversation, he stated that I could cancel up to 48 hours before the cancellation date (of 5/20/23) and receive a full refund. The sales contract states that only 10% is required for a deposit with the remaining to be paid at pickup and delivery. My bank account was debited for $1963.00, which is half the cost of the move, not the 10% as stated in the contract. I gave ************* my bank acount info to process the deposit. On Sunday 4/30/23, I sent a message to the email listed in the contract to cancel the move, and asked that the *** be voided. On Monday 5/1/23, a representative from ************************************ emailed me confirming my cancellation, but said that I would receive a refund minus a 20% fee. I woke up to a supsicious notifcation message from my bank and saw that an *** cleared and debited my account for the $1963.00. I emailed ************************************ this morning and they said it would take 45 days to receive a refund minus the 20% fee. I asked for a full refund because thats what the sales manager told me. I have received no response to my follow up messages and no response from the sales manager (whom gave me his phone number to text or call). I am asking for a full refund of the $1963.00 as that is what the sales manager told me. The contract says that only 10% is required for a deposit (which is $387.00, yet half the amount of the move was taken from my account. I have disputed this situation with my bank, which is sending me an afidavit to complete. I lost my job a few weeks ago and am trying to get back to the west coast, to live with my brother until I get back up on my feet. The reason I cancelled is the reviews from Yelp and movninghelp.com showing that this company has done this type of thing before to other customers, on top of providing bad service.

  Business Response

  Date: 05/03/2023

  Good afternoon, please note that we are NOT ************************************* We are PRICING Van Lines. ************************************ is another company, whom we are in no way associated. The customer's attached agreements are not with us and show that they are with ************************************, not Pricing Van Lines. Neither do we have anyone named ***** here. It seems the customer has filed their complaint against the incorrect company, as this is not our customer. We kindly request this customer and / or the ******************** to please remove this complaint as soon as possible, as this complaint is in no way associated with Pricing Van Lines. Thank you so much, and best of luck to the customer.

  Customer Answer

  Date: 05/03/2023

   
  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.

  Please remove the complaint for Pricing Van Lines. I apologize to Pricing Van Lines, for not seeing that the name was different. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/10/2023

  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.

  I am thoroughly disgusted, disappointed, and in disbelief at the level of incompetence of Pricing Van lines. I received a call today December 24th at 2:30pm from a driver asking if he could deliver. As I told you and everyone else at your company I could not have delivery on the weekend!! Besides the fact that today is CHRISTMAS EVE!!!!!!!!!!! The driver then proceeded to tell me that if I didn't take delivery today he didn't know when I would get my items because he was on his way to *************. So I will now begin with the utter ridiculousness of what occurred.1st: THE DRIVER STATED THAT HE HAS NEVER WORKED WITH YOUR COMPANY OR THE VENDOR YOU CONTRACTED 2nd: THE DRIVER WAS NEVER TOLD THAT DELIVERY COULDN'T BE ON THE WEEKENDS (MY APT MANAGER WAS KIND HEARTED AND ALLOWED THE MOVE TO OCCUR TODAY AS THEY KNEW ALL THE ***** I HAVE BEEN THROUGH!!!)3rd: THE DRIVER WAS NEVER TOLD THAT I PAID FOR PLATINUM PACKING AND DELIVERING AND STATED THAT HE COULDN'T EVEN GET IN TOUCH WITH YOUR OFFICE AND STRUGGLED TO EVEN FIND MY CORRECT PHONE NUMBER. HE ALSO STATED HE WILL NEVER WORK WITH YOUR COMPANY AGAIN AND HE WOULDN'T HAVE PICKED UP MY ***** IF HE KNEW HE HAD TO UNPACK, PUT TOGETHER, AND PUT THE ***** AWAY.4th: THE DRIVER ARRIVED ALONE AND I HAD TO HELP HIM MOVE AND UNPACK ALL OF MY THINGS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!5th: MY 55" TV NO LONGER WORKS AND I TOOK PICTURES OF THE SCREEN AS DID THE ***** WHO STATED THAT IT SHOULD HAVE BEEN PACKED IN A TV BOX (WHICH I WAS TOLD WOULD HAPPEN AS PART OF THE PLATINUM MOVING COST)6th: MY BIKE HANDLES WERE DAMAGED AND THE ***** STEERING WHEEL WAS COMPLETELY BENT SIDEWAYS 7th: THREE FRAMED PICTURES ARE MISSING (THESE ***** ARE NOT REPLACEABLE AND ARE FAMILY HEIRLOOMS!!!!!!!!!!!!)8th: MY ***** WERE PACKED WITHOUT CARE OR CONCERN. COUCH PILLOWS WERE STUFFED IN THE SAME BOX WITH SHOES WITH NO BARRIERS IN BETWEEN (COMPLETELY DISGUSTING!!!!!!!!) MY CLOTHES WERE NOT PLACED IN A WARDROBE BOX WITH A ROD AND HUNG PROPERLY, INSTEAD THEY WERE ALL THROWN IN TOGETHER LIKE A TORNADO WITH SHOES AND ANYTHING ELSE THE *****S DECIDED TO PUT IN!9th: THE ***** OF COMMUNICATION AND PROFESSIONALISM IS BELOW ZERO!! NO ONE EVER CONTACTED ME WHEN THEY WERE SUPPOSED TO. THERE WAS NEVER 24 HOURS NOTICE GIVEN AND ABSOLUTELY NOTHING PROMISED AND OR STATED WAS HONORED 10th: MY ***** SAT IN A WAREHOUSE FOR ALMOST ONE MONTH FOR ABSOLUTELY NO REASON OTHER THAN MONEY 11th: I WILL BE REPORTING THIS COMPANY TO THE BBB FOR FRAUD, MISREPRESENTATION, AND PREDATORY BEHAVIOR 12th: I EXPECT A CREDIT FOR THE PLATINUM PACKING SERVICE THAT I DID NOT RECEIVE, THE BROKEN TV, AND THE DAMAGED BIKE 13th: I EXPECT SOMEONE TO FIND THE THREE MISSING FRAMED PICTURES (THERE IS NO MONETARY COST THAT CAN REPLACE THEM)

  Business Response

  Date: 02/13/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Pricing Van Lines is a booking agent who reserves truck space with a carrier for a customers shipment. The customers goods were picked up and transported under the ********* of ***************** whom the customers moving contract was with. The driver that the customer is referring to was also employed by **************** and seems to be referring to that company, not Pricing Van Lines, as we do not know who this person is, nor have we ever had any contact with this person. Nonetheless, we are always here to assist customers and mediate between them and their carriers whenever necessary.
  
  Pricing Van Lines was very sorry to hear that the customer experienced these issues with **************** Please note that per both the customer`s Booking Agreement with ********************** and their contract with ***************** **************** is responsible for claims. Nonetheless, upon Pricing Van Lines being advised that the customer needed to file a claim for their move and had not been assisted yet, we immediately approved for the customer to be able to file their claim through our private account with the ************** instead, as a courtesy to the customer, so that we would be able to ensure that the customer's claim would be taken care of. This information has already been provided to the customer so they may submit their claim for compensation. Although we have already reached out to **************** in order to check on the customer's missing items for them, we are also happy to provide the customer with any contact information they may need for **************** if they would like to check with them themselves regarding any missing item, as again, Pricing Van Lines never had ********* over or possession of the customer's goods.

  Please feel free to contact our *************************** at ************ or at ************************** both the customer and / or the ********************, with any other questions or for any further assistance with anything we have offered.
  
  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19386035
  
  I am rejecting this response because: I paid Pricing Vanlines directly a deposit which included packing and unpacking that I did not receive.  Their claims company offered me $80! Totally ridiculous! I paid over $1000 for packing and unpacking which should be refunded to me.  I want to know where my missing pictures are. Your company states you are with the mover until the end which was a lie. You wiped your hands clean of my issues and blame the carriers that you contracted with knowing they are substandard!!! Completely unprofessional and unethical. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/15/2023

  The customer's claim was processed by the ************************* MovingClaims.net. They handle claims for all intersate moves, not us alone. We have also confirmed that the customer's claim was processed based on their Standard Liability Coverage, which was their selected coverage for their move and covers $0.60 per lb. per article up to $10,000. Nonetheless, a courtesy compensation has been added to the customer's claim for them as a show of good faith, and the customer should be contacted by the ************** and sent their updated settlement paperwork within 1-2 business days. The customer may contact our *************************** in the event that they do not hear from them.

  Thank you,

  Pricing Van Lines

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19386035
  
  I am rejecting this response because: Pricing Van Lines states that they are with the customer from the beginning of the move until the end.  That is not the case.  They insist that they are the ones to reach out to during the move, yet they take no responsibility for the company's that they contract with.  They changed their compensation offer from $80 t0 $130 which is a joke.  I paid over $1000 for Platinum packing and unpacking service that Pricing Van Lines guarantees as part of the service they provide. I paid for a service that I did not receive.  The fact that they hire 3rd party movers who are not professional speaks volumes regarding the care and concern that Pricing Van Lines has for its customers.  I also have not received any information regarding how to locate my three missing framed pictures.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/31/2023

  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.

  I hired PVL for a move from OH to WA in 12/20. I was provided 1. a quote post virtual walk-through w/ a PVL rep. 2. movers arrival time to assist w/ labeling/packing/loading 3. ability to either dispose of/take items to Goodwill 4. confirmation of safe prop. storage & (4) safe delivery of prop. w/ an est. delivery date. During this process I was never told PVL was a broker; selling my move to BQM aka MSN ***************** arrived 5 hrs late on the scheduled pick up-date (12/29/20) after repeated CUST contact for an ETA. Movers 1. didn't follow instructions 2. packed items they were told not to pack 3. failed to properly inventory items 4. increased price $1,163 after packing 1/3 of prop. & refused to unload/rtn prop. & 5. left prop. outside & it snowed. CUST service 1. refused to ensure transport of prop. for donation/disposal as stated 2. repeatedly lied/dodged proof of CUST expectations captured & emailed recorded calls to mgmt. & 3. blamed ***** for the logistical errors. CUSTs forced to accept offer of 30 days free storage to acquire additional funds & pay the remaining balance upon delivery.BQM stored prop. w/ a delivery date not honored. 2/6/21-2/21/21, ***** attempted to locate & receive prop. W/o our knowledge, BQM unpacked/moved the original truck to another truck for storage, then repacked into a different delivery truck. Upon delivery, immediately noted damaged/stolen items were reported verbally/in writing. Only 57/77 (74%) inventoried items were delivered. Damaged/stolen items included an urn of my fathers ashes, irreplaceable collectables, 50 4K Ultra HD t.v., & other items. Of the delivered items, several boxes & other storage were clearly opened & resealed.At least 3X inconvenience compensation was promised. All documents were noted as signed under duress. CUST required months to complete the ins. claim process (11/22), that included verbal abuse/threats & was offered $75; then an additional $50 inconvenience compensation totaling $125.

  Business Response

  Date: 02/01/2023

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Pricing Van Lines is a booking agent who reserves truck space with a carrier for a customers shipment. This was explained to the customer both verbally and on the very first page of their Booking Agreement in large, bold letters; and this first page had to be read and signed by the customer, acknowledging that they understood this, prior to them being able to proceed in booking their reservation through Pricing Van Lines. It is not something that is in any way hidden, and we require this page to be acknowledged and signed, which the customer did, prior to anything else in order to ensure that this is understood by every potential customer. Likewise, this was also explained multiple times throughout the customer`s agreement. The customer's goods were transported under the authority of MSN ********************* whom the customer's moving contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.
  

  Pricing Van Lines is very sorry to hear that the customer had a negative experience with their carrier. Pricing Van Lines had previousy reached out to the customer to offer them our assistance with their claim as a courtesy exception, as claims must normally be filed through the customer's carrier, and we wanted to help the customer ourselves if they did not want to go through their carrier. However, we have not sent the customer this compensation offer of $125 and do not know who the customer is referring to that has sent them this offer. Regardless, we are happy to submit a courtesy compensation request for the customer, in order to add a courtesy compensation to the customer's claim amount of $125 from whomever they filed their claim with, as a show of good faith from our part. The customer may contact our *************************** at ************ or at ************************** and we would be happy to do this for them. Likewise, please feel free to contact our *************************** with any other questions.
  
  Thank you,
  
  Pricing Van Lines

  Customer Answer

  Date: 03/13/2023

  ***BBB Has Received Consumers Response****
  

   

  ***Please See Attachment***

  A) Clearly represented as a booking agent: Pricing Van Lines (PVL) ****** search results: movers 1) 3/10/23 PVL search hyperlink wording: PVL - Best ****** Companies | Affordable 2) PVL home page: PVL is a 20-year veteran in long distance moving 3) PVL Insta: PVL is an experienced & dedicated moving company that has been into business for decades... 3) **** (Angies List): At PVL, we are expert interstate movers w/ years of experience & knowledge. 

  
  

  B) Clear written/verbal communication PVL is a carrier: 1) Customers specifically confirmed w/ a moving coordinator & PVL rep prior to move this would not be a brokered move. Recorded calls were provided to PVL mgmt. The Booking Agreement is an electronic document w/ the header Printed Estimate & a mismatched electronic signature. Customer confirmation was in reference to the estimate not a brokered move. 1st mention of broker is on pg 4/10 in the contract under ****** Estimate Information. Also, there is no mention/documented approval of a brokered move in any of the printed customer documents. 

  
  

  C) Property transport via MSN ******************** (MSNLGI) authority: PVL w/o customers knowledge, sold the move to ******************* dba MSNLGI, per a 2/9/23 PVL email. Customers expectations are w/ the original contracted company who provided the estimate, PVL. D) Assist & mediate issues: PVL hires ****** Services, a 3rd party entity focused on minimizing claims overhead costs, responding to complaints (BBB), etc. for PVL. ****** Services goal is cost cutting for PVL, not customer service. E. PVL did not offer $125 compensation: 1) PVL is correct, the amount was not $125, but $128 via ****** Services claims process. $78-actual loss/$50-courtesy compensation. 2) ******** unsuccessfully attempted contact w/ PVL rep ********************* on 2/10/23 via provided number. 3) Customer has several email communications w/ the provided email (some demeaning) directly contradicting the claims of customer support/assistance.

  
  

   

  Business Response

  Date: 03/15/2023

  Good afternoon, our sincerest apologies, however we continue to not understand the reason for the customer's complaint again **********************. Again, the customer did not file their claim through **********************. The customer filed their claim through their carrier, *******************. The ************** and ******************* are who have processed the customer's claim and come to the settlement amount of $128, not Pricing Van Lines. And again, just as we have previously offered, we are happy to add an additional courtesy compensation on top of the customer's $128 compensation from their carrier, as a courtesy and show of good faith from Pricing Van Lines. Once again, the customer may contact our *************************** at ************ or at ************************** and we are happy to submit this request to our ********************* for the customer so they may receive additional compensation from us.

  Thank you,

  Pricing Van Lines

  Customer Answer

  Date: 03/20/2023

  ***BBB Received Addition Info From Consumer***
  
  I've read the 3/16 *** response. I would like to receive the *** additional courtesy compensate in writing so I can review and respond accordingly.
  
  Best

  Business Response

  Date: 03/20/2023

  Of course. Once again, for this, please contact our *************************** by phone or text at ************ or by email at ************************** Thank you.

  Business Response

  Date: 04/26/2023

  Good afternoon, please see attached a copy of the very first page of the customer's Booking Agreement, which was acknowledged and signed by the customer prior to the customer booking their move through ********************** or making any payment. The very first page that was sent to the customer was an acknowledgement from the customer, signing that they understood that Pricing Van Lines would try to locate a carrier for the customer. At no point has ********************** pretended to be a moving company. On the contrary, this is the first page that the customer had to read and sign, acknowledigng that they understood this. A customer cannot move on until this page is completed, and likewise a reservation is not booked until this page is completed. This is not something that is in any way hidden from any customer. Secondly, ********************** has not done business by any other name other than Pricing Van Lines. We are not sure what multiple names the customer is referring to. ********************** has always been Pricing Van Lines and no one else. By the same token, no staff of Pricing Van Lines has lied to the customer. We are not sure what staff the customer is referring to here either. As previously explained, the customer's goods were picked up and trasported under the license and operating authority of their moving company, MSN *************** We have never at any point been in possession of or had authority over the customer's goods, therefore it is not possible for us to hold any customer's goods hostage or commit any theft. The second page of our attachment also shows that the customer was also provided the federally required information for their move, again, prior to the customer booking their reservation or making any payment. Lastly, we are again providing a courtesy reminder that the customer has already filed their claim through their contracted moving company, *******************, and ******************* has already processed the customer's claim and advised the customer of their claim compensation (unfortunately we are not sure if the customer has accepted their compensation yet or not). However, the additional $100 courtesy compensation that Pricing Van Lines has offered the customer is exactly that, a COURTESY compensation that Pricing Van Lines offered to add on top of the amount of the customer's actual claim compensation with *******************, just as a courtesy and show of good faith from us. It is a courtesy compensation, not a claim compensation. A courtesy compensation cannot be "insufficient," as it is simply a courtesy amount coming from a third party company. A courtesy compensation may be the amount that is chosen by the company providing the courtesy compensation, because again, it is a COURTESY compensation. The customer may feel that their claim settlement from ******************* is "insufficient," but not a courtesy compensation amount. If the customer has not accepted their claim settlement from ******************* and feels that their amount was / is "insufficient," the customer may dispute this amount with ******************* and / or their *************** Moreover, the customer may additionally move to arbitration with *******************. That is what arbitration is for.

  Customer Answer

  Date: 05/06/2023

  Complaint: 18959305
  
  I am rejecting this response because:

  Customer Responses (15) are listed as: *R#

  Good afternoon, please see attached a copy of the very first page of the customer's Booking Agreement,
  ******** is attached, is the same document I addressed in my previous response regarding the title of Printed
  Estimate not a Booking Agreement.) which was acknowledged and signed by the customer prior to the customer
  booking their move through ********************** or making any payment *R2(We were told the final Booking
  Agreement would be included for review/signature with the delivery paperwork provided by BQM.) The very first
  page *R3(The continual reference to the first page ignores the remaining 8 pages of differing verbiage regarding
  PVLs network of carriers) that was sent to the customer was an acknowledgement from the customer, signing
  ******* non-matching document titles/document content and a non-matching electronic signature were
  previously addressed as they do not match) that they understood *R5(PVL can/does not have the right to assume
  what was understood, especially under the circumstances) that Pricing Van Lines would try to locate a carrier
  *R6(We were told and as indicated in several PVL PR materials, PVL maintains their own network of verified
  and vetted carriers. See attached screenshot from 5/5/23) for the customer ************ confirmation was in
  reference to the estimate not a brokered move. 1st mention of broker is on pg 4/10 in the contract under Moving
  Estimate Information. Also, there is no mention/documented approval of a brokered move in any of the printed
  customer documents.) At no point has ********************** pretended to be a moving company *R8(This issue was
  previously addressed along with supporting evidence. See additional screenshot taken 5/5/23 categorizing PVL as a
  state to state moving company on Angies List/****). On the contrary, this is the first page that the customer had to
  read and sign, acknowledging that they understood this. A customer cannot move on until this page is completed,
  and likewise a reservation is not booked until this page is completed. This is not something that is in any way
  hidden from any customer. ******** was addressed in the previous response and above in this response).
  Secondly, Pricing Van Lines has not done business by any other name other than Pricing Van Lines. We are not sure
  what multiple names the customer is referring to. ********************** has always been Pricing Van Lines and no one
  else. *R10(The right BBB search or CS phone number search directly contradicts this statement. This was
  addressed with supporting documentation in the previous response.) By the same token, no staff of ***************************************************** has lied to the customer. We are not sure what staff the customer is referring to here either. ********* has
  been addressed in detail numerous times, including the previous response, accompanied by documentation both
  verbal and written.) As previously explained, the customer's goods were picked up and transported under the license
  and operating authority of their moving company, *******************. We have never at any point been in
  possession of or had authority over the customer's goods, therefore it is not possible for us to hold any customer's
  goods hostage or commit any theft. *R12(This was addressed in the previous response; PVL w/o customers
  knowledge, sold the move to ******************* dba MSNLGI, per a 2/9/23 PVL email. Customers expectations
  are w/ the original contracted company who provided the estimate, PVL.) The second page of our attachment also
  shows that the customer was also provided the federally required information for their move, again, prior to the
  customer booking their reservation or making any payment. *R13(Federal law requires that moving companies
  provide customers with the following two publications prior to all moves between states, known as interstate moves.
  1) Ready to move? (Federal Motor ***************************** publication FMCSA-****03-005) & 2) Your
  rights and responsibilities when you move (Federal Motor ***************************** publication FMCSA-ESA03-006.)
  Lastly, we are again providing a courtesy reminder that the customer has already filed their claim through their
  contracted moving company, *******************, and ******************* has already processed the
  customer's claim and advised the customer of their claim compensation (unfortunately we are not sure if the
  customer has accepted their compensation yet or not) *R14(I am aware, and as this is a separate entity for which
  you stated PVL holds no responsibility, my engagement with them has no bearing on this resolution.) However, the
  additional $100 courtesy compensation that Pricing Van Lines has offered the customer is exactly that, a
  COURTESY compensation that Pricing Van Lines offered to add on top of the amount of the customer's actual
  claim compensation with *******************, just as a courtesy and show of good faith from us. It is a courtesy
  compensation, not a claim compensation. A courtesy compensation cannot be "insufficient," as it is simply a
  courtesy amount coming from a third party company. A courtesy compensation may be the amount that is chosen by
  the company providing the courtesy compensation, because again, it is a COURTESY compensation. The customer
  may feel that their claim settlement from ******************* is "insufficient," but not a courtesy compensation
  amount. If the customer has not accepted their claim settlement from ******************* and feels that their
  amount was / is "insufficient," the customer may dispute this amount with ******************* and / or their
  Claims company. Moreover, the customer may additionally move to arbitration with *******************. That is
  what arbitration is for. *R15(The customer is aware of the concept of courtesy compensation. Furthermore, as the
  customer has lost invaluable/irreplaceable items, including the urn and contents of her fathers ashes as well as
  collectables, and other items, PVL has no right to attempt to dictate the feelings of the customer or minimize the
  impact of loss during this unnecessary and extended ordeal. The BBB customer's opportunity to respond to the
  business is that; the customers opportunity to respond and express their experience dealing with a particular
  business.)
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/08/2023

  Good afternoon, please note that the customer's printed estimate IS their Booking Agreement. It is not possible for their to be a "final" Booking Agreement on or after delivery. A Booking Agreement is the customer's agreement of what will happen at pickup including their last estimate, therefore it is done before the customer's move, not during or after. There is no Booking Agreement once pickup has taken place and an actual contract between the customer and their carrier is now in play. Again, the customer's next step would be to dispute their claim amount if they are not happy with the amount, and the following step after that, if they are still not happy, would be arbitration. There are steps in place for customer's to dispute their claim / compensation amounts, however to our knowledge, the customer has not followed these steps. As always, the customer may contact our *************************** for assistance, and we are happy to assist the customer however we can within our means if they would like to proceed with disputing their compensation. We have always been happy to help the customer however we can and will continue to do so until this matter is closed.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 18959305
  
  I am rejecting this response because:

  Customer Responses (5) are listed as: *R#

  Good afternoon, please note that the customer's printed estimate IS their Booking Agreement. *R1(Addressed in my previous response regarding the title of Printed Estimate not a Booking Agreement. This ambiguity and interchanging of verbiage is another tactic executed by *** to intentionally mislead/confuse the customer to take advantage during the relocation process). It is not possible for their (wrong pronoun) to be a "final" Booking Agreement on or after delivery. A Booking Agreement is the customer's agreement of what will happen at pickup including their last estimate, therefore it is done before the customer's move, not during or after. There is no Booking Agreement once pickup has taken place and an actual contract between the customer and their carrier is now in play. Again, the customer's next step would be to dispute their claim amount if they are not happy with the amount, and the following step after that, if they are still not happy, would be arbitration. *R2(I clearly disputed the amount of the *** courtesy compensation (as is the focus of this complaint) in my previous response as insufficient; the $100 for ***s part in addition to MSNs $128 totaling $228). There are steps in place for customer's to dispute their claim/compensation amounts, however to our knowledge, the customer has not followed these steps. ******* focus of this complaint is *** and its courtesy compensation amount for its contribution to this situation, not MSN. Consequently, customers focus as previously stated is on *** as the original company of contract). As always, the customer may contact our *************************** for assistance, and we are happy to assist the customer however we can within our means if they would like to proceed with disputing their compensation. *R4(Previously addressed above, as *** is notified customer is declining the courtesy compensation amount offered of $100, *** is welcomed to email the customer in the existing email thread with a new offer amount).  We have always been happy to help the customer however we can and will continue to do so until this matter is closed. *R5(I am using this platform to decline the courtesy compensation amount offered of $100 from ***). 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/22/2023

  Our apologies, but we do not understand how this complaint can be unresolved on our part. The customer has filed a claim with a completely different company, and has submitted a complaint against our company when we are not the company who agreed to be responsible for the customer's claim or who processed the customer's claim, because they are not happy with the other company's settlement for their claim. Again, our apologies, but this does not make sense. The customer did not allow us to assist them with their claim and advised us that they would be filing their claim with another company, despite our offer to assist. We have nothing to do with how the customer's claim was processed or with their settlement. Furthermore, the next step that a customer is to take if they are not happy with their claim settlement from their moving company is to file arbitration. We have repeatedly offered to assist the customer if they wish to proceed with arbitration, however the customer in unresponsive and again does not accept our assistance. This complaint is not unresolved on Pricing Van Lines's part. Pricing Van Lines has offered the customer the resolution and assistance that we are able to offer within our means, as the customer did not file their claim with **********************. If the customer would like to begin the Claims **************** again and file through Pricing Van Lines this time around, we are happy to help with that as well. Pricing Van Lines has been offering the customer resolution from the beginning, and the customer has refused and continues to refuse to accept. There is nothing more than these options just mentioned that Pricing Van Lines is able to provide, since the claim was not filed with or through Pricing Van Lines. If the customer has an issue that is unresolved, it is their issue with the other company who they filed their claim with, not with Pricing Van Lines.

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 18959305
  
  I am rejecting this response because:
  

  A review of the correspondence via BBB, email, & text regarding this issue confirms consistent use of the *** provided contact information: ************ & *************************.  This includes documentation of the $100 courtesy compensation offered by *** via the ************************* email (in addition to amount offered by MSN). See attached email image. 
  
  As originally stated, & reiterated; this complaint is specific to *** as the initial contracted company of service & business conduit. Any issues with MSN as the authorized transporter selected by *** are independent of this complaint & do not concern/impact this complaint. ***s referencing MSN is a tactic to convolute this complaint. 
  
  *** has repeatedly failed to accept any responsibility for its intentional & damaging actions. Furthermore, *** has feigned ignorance, naivety, &/or confusion, although aware every step of this process (from the night of moving until today) of the issues, failing to appropriately respond/act. *** compounded these actions with disingenuous concern, support, & action.  
  The culmination of this experience & *** direction to invest more time & money for mediation instead of acknowledging its error & processing a full refund under its courtesy compensation (avoiding further superfluous action) is in clear contradiction to ***s claim: Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated. Facts support my experience as common practice for ***, reference Complaint ID: ********; Date 2.14.23.  
  The BBB platform has afforded ***, as the catalyst of this situation, the opportunity to take responsibility & appropriate action to resolve this matter w/o further customer effort in the amount of a full refund w/ courtesy compensation for our family and the overall traumatic impact of the entire experience over this needless extended period of time.  The opportunity is still viable and the choice is that of ***. 

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

  Business Response

  Date: 05/31/2023

  Good afternoon, again, the customer's moving contract was with MSN, not Pricing Van Lines. The customer has repeatedly failed to provide the contract that they are referring to with Pricing Van Lines, as this is something that cannot be provided because the only moving contract was with MSN Logistics. Pricing Van Lines does NOT provide moving contracts. And again, the next step for the customer to take would be to file for arbitration. The arbitration company is who would examine the customer's case and determine the customer's appropriate compensation amount. Unfortunately, the customer cannot make up a number for what they would like their compensation to be without their case being properly reviewed first by the *************** and then by the arbitration company if the customer is still not satisfied, as in this case. There are exact procedures in place for the customer's exact complaint, which were explained to the customer prior to booking their reservation and included in the customer's paperwork, which the customer acknowleged and signed, accepting that they understood. Unfortunately, the customer would rather continue back and forth with this complaint, than follow the resolution that has been provided to the customer and take appropriate action in following the proper arbitration procedure for the customer to formally request what they are asking for and for their request to be reviewed.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 18959305
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/19/2022

  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 will never hire a moving company again after this experience. It took 29 days for us to receive our items, after we were quoted ***** days and most of our things were broken. Glass pouring out of boxes, plastic heavy-duty bins in pieces, a broken TV, our bikes bent and unusable. Family heirlooms with legs snapped off. This is all after zero communication. We called for weeks for location updates on the truck, delivery updates and all we got was "We will give you a call back." with no follow up. The driver was horrible, he refused to pull into our driveway and screamed in my face that I needed to and get a u-haul to put the stuff into, he asked for a tip twice, then proceeded to tell us that "he unloads once, so good luck". I had to call friends to put everything in cars and drive it the 100 feet to my house. I have a laundry list of things that I watched the driver break as he was getting things out of the truck. We have only opened 3 boxes, and it's just horrible.

  Business Response

  Date: 12/19/2022

  Pricing Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.
  
  Please note that Pricing Van Lines is a booking agent who reserves truck space with a carrier for a customers shipment. The customers goods were transported under the ********* of ******** Relocations, whom the customers moving company was and whom the customer's moving contract was with. ********************** is not a moving company, we do not have drivers, and we were never in possession of the customer's goods. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  Upon being advised that the customer had experienced a damage in their move with ******** Relocations, and that they had not yet assisted the customer in filing their claim for this, ********************** immediately contacted the customer and approved the customer to be able to file their claim for this under our own, private account with the *************** This is not something that is normally done, as Pricing Van Lines does not handle claims. Claims must be filed with the company whom the customer's goods were picked up and transported by. However, this was approved as a courtesy exception for the customer so that we could assist. We unfortunately do not understand why the customer would submit this complaint against Pricing Van Lines just a few hours after us contacting the *************** getting the customer approved right away, and sending the customer everything that they need to proceed in filing their claim for compensation, which we have also offered to take care of for the customer out of pocket so that they do not have to go through ******** Relocations if they do not wish to. We truly feel as though this must be an error and the incorrect company was reviewed. Please feel free to contact our *************************** directly at ************ or at ************************* with any questions.

  Thank you,

  Pricing Van Lines