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:06/26/2023

  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.

  My stuff was just delivered and it was the worst move experience of my life. They had ONE guy ONE guy do everything, at one point I had to help him move the couch because he was struggling so much. He left my boxes and things in the hallway while moving and going downstairs, so anyone couldve stolen my things.Then we unwrap my ** and it is completely SHATTERED. I asked before my move if I needed to wrap my ** in a box myself and I was told no the movers would do it. Then instead of having good customer service the movers BLAMED ME, for the ** breaking. Saying it was my fault for not putting it in a box. Excuse me?!? First of all I was told I didnt have to do that and I paid more than **** dollars for this move and Im being told this is my fault??? Absolutely not. I will never use this move company again and no one else should either. It sounds like you guys arent even going to try to replace my **. I have pictures and all of this will be going on a review.Overall this company just seems extremely shady. When I pointed out the tv was broken the worker called his manager and they began speaking in I think Russian? I think so I didnt know what they were saying. Then I called the number and a guy answered who had asked about my experience moving during pick up but then said I needed to speak to customer service this time for my complaint. **************** still hasnt responded to me. I think since they got my money they wont. Please help me resolve this issue because this business just seems off.

  Business Response

  Date: 06/27/2023

  Native 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 Native Van Lines was the customer's booking agent. The customers goods were picked up and transported under the authority of *********************, who was the moving company who performed the customer's move and whom the customers moving contract was with. It seems that this review is describing a different company, not Native Van Lines, in which we request for the BBB to please look into this in reference to the complaints guidelines. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Please note that at no point has the customer made ********************** aware of any damage experienced in their move, as we are just finding out about this now through this complaint (this is also due to the customer filing their complaint againt ********************* under Native Van Lines's account, as it seems that ********************* is who the customer notified). We are very sorry to hear that the customer experienced this damage, and our *************************** has now reached out to the customer to offer our assistance. The customer is welcome to use our own account to file their claim with the ************** as a courtesy if they are having any issue filing their claim through their carrier. This way we can ensure that they are compensated. Please feel free to contact our *************************** at ************ or ************************* with any other questions.
  
  Thank you,
  
  Native Van Lines

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20239091
  
  I am rejecting this response because: I am filing a complaint against both companies native van lines and *********************. 
  

  Native Van lines when providing a receipt for money I deposited stated my items would be bubble wrapped, blanketed and put in a box (this has been circled and attached. The movers only put a blanket around my TV which native van lines promised differently when I put down my deposit (again this is circled). 
  

  Also I did reach out to them and have customer service emails attached. I told them the moving company NEVER gave me a contract to sign when loading my belongings and native van lines just stated I was wrong, yet ***** has been able to email me proof of the contract I signed (because I never signed one) 

  I also contacted customer service the day they delivered my broken TV and attached is that email as well. 
  

  This company has not only lied to me but also to you by saying I never contacted them. Again this is extremely shady. Also they are the ones who contacted the moving company who did such a terrible job. Therefore I think both companys should be at fault. 
  

  I paid almost $2000 for my move and this is just unacceptable and I believe I deserve some reimbursement. Especially considering it feels like I am being blamed for everything when these companies are at fault. 

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

  Business Response

  Date: 06/29/2023

  Again, the customer's moving contract was signed between the customer and ********************* on the day that ********************* picked up the customer's goods. Unfortunately, ********************** does not automatically receive a copy of customer contracts, as the contract was between the customer and *********************. We have already sent a request on behalf of the customer for ********************* to send the customer another copy for their records.

  As shown on the emails that the customer has attached, these emails were initiated by our *************************** two days ago, on 6/27/23, upon learning of the customer's complaint through this case. Our *************************** is who contacted the customer immediately in order to offer our assistance, the customer fortunately replied, and the conversations go on from there as shown. The email that the customer attached from "the day they delivered" shows that the customer sent this to ************** not to our ***************************. As we previously stated, the customer never contacted our *************************** regarding any complaint, which is why unfortunately we were unaware of any issue until receiving this case. As per the customer's agreement, claims must be filed through *********************; however, Native Van Lines has already made a courtesy exception for the customer to be able to file their claim through our own account with the ************** as a courtesy from us, and we have already submitted this for the customer as of 6/27/23 and are currently having their claim processed for them through us as we offered.

  Thank you,

  Native Van Lines

• Initial Complaint

  Date:05/30/2023

  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.

  This company lied from the get go. They claimed they were not a broker, yet they are. They made me believe it was a ***********, which it was not. They did not tell me that it would go to a warehouse in ********* for a week or more before being shipped to my new house. They gave me a window of **** days, which then changed to ***** days after my items were picked up. I was given a price, which was then increased, and new contracts to sign when the movers picked up my belongings. I was told they would have a delivery date estimate for me on pickup and that was not true. I was supposed to be given a point person to keep track of my things while in transit, but that did not happen. The customer service has been absolutely atrocious.

  Business Response

  Date: 05/31/2023

  Native 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 that their business is valued and truly appreciated.

  Our sincerest apologies that the customer feels that anyone has lied to them. At no point has Native Van Lines ever lied to or misled the customer. Please see attached a copy of the customer's initial Booking Agreement terms, which was the very first document that was sent to the customer on 5/6/23. No booking was completed for the customer, reservation made, or payment processed until the customer read, acknowledged, and signed this document. This was the very first step required from the customer in order to proceed and book through Native Van Lines, in order for us to ensure that the customer had acknowledged that they clearly understood the terms of their agreement. As shown, the second page explains that Native Van Lines is a broker service. As shown, the first half of the third page explains that the customer's goods may be offloaded. And as shown, the second half of the third page explains the customer's Estimated Delivery Schedule, which based on their distance of ***** miles, would be up to 14 Business Days beginning from the customer's First Available Delivery Date. If the customer's First Available Delivery Date was the customer's pickup date of 5/20/23, then this would make today 5/31/23 the 7th Business Day of the customer's 14 Business Days. This has been the customer's Estimated Delivery Schedule from the beginning, and it has remained the same from the beginning. The customer's carrier is not late. Please also note that the customer only ever signed one moving contract. There were no "new contracts to sign" at any point. The customer's moving contract was signed on the day of the customer's pickup between the customer and their carrier, ************************************ Moving contracts are always signed on pickup day. The customer had only been provided with estimates prior to their pickup date, not their moving contract yet. Lastly, the customer WAS provided with a point of contact person to keep track of their delivery. We have also attached the email from the customer's ************* Representative ******, who advised the customer that they would be the customer's point of contact since 5/22/23, right after the customer's pickup. ****** both called and spoke to the customer by phone, and then sent this follow up email afterwards so that the customer would have ******'s direct contact information. ****** has been following up with the customer's delivery since their pickup was completed. The customer is just unfortunately not happy that there is no update as of yet, which is normal for there not to be yet, as their carrier is still within their estimated time frame. Our ************* Department will continue to follow up with both the customer and their carrier as we have been and will provide the customer with any update on their delivery as soon as it is received. Please feel free to contact our *************************** at ************ or at ************************* with any other questions.

  Thank you,

  Native Van Lines

• Initial Complaint

  Date:02/11/2023

  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.

  Theyve not paid this

  Business Response

  Date: 02/13/2023

  Native 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.
  
  Native Van Lines was the customer's booking agent. The customers goods were picked up and transported under the authority of ******* Moving, who was the customer's moving company and whom the customers moving contract was with. The attachment that the customer has included and is referring to seems to be a conversation between the customer and an employee or manager of ******* Moving, not a conversation with anyone from Native Van Lines. Unfortunately, we do not understand why the customer has submitted this complaint to **********************. Please feel free to contact our *************************** at ************ or at ************************* with any questions.
  
  Thank you,
  
  Native Van Lines

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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 contracted my move with Native Van Lines. They subcontracted my move to Easy Movers. I did not received the services I paid for, was charged an additional $2400 to deliver my household goods - on the day I was told it would be delivered, they dropped the piano I paid extra to have moved and repeatedly had to file complaint forms with all attachments - with the final offer of $60 to settle my claim. According to everything I have documented, I should have been reimbursed no less than $5000.

  Business Response

  Date: 02/07/2023

  Native 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.
  
  Native 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. That said, we are always here to assist customers and mediate between them and their carriers whenever necessary.

  Please note that per both the customer's Booking Agreement with ********************** and their contract with ***************** the customer's carrier is responsible for claims. Nonetheless, upon Native 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 account with the ************** instead, as a courtesy to the customer. According to the **************, the customer's claim was processed based on their Standard Liability Coverage, which was the coverage that the customer selected during the booking process. Based on this coverage, this is what the customer's claim would cover. However, if the customer has any documentation showing that they purchased any additional coverage from their carrier or any insurance from a third party that we are unaware of, then yes of course, the customer may submit this to our *************************** at ************************** and we would notify the ************** right away so the customer's claim may be processed according to that coverage. Native Van Lines is also happy to add a courtesy compensation to the customer's claim, as a courtesy and show of good faith from our part. The customer may also reach out to our *************************** at the same address if they would like us to do this for them. Likewise, please feel free to contact us with any other questions.
  
  Thank you,
  
  Native Van Lines

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising 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.

  Native van lines was not upfront with me My move was from ******* to **** November 23,2022 the sales person who sold me the product was dishonest she did not tell me my move was going to be given to another party They were not straight with me We went over every item in the house A month or so later some guy from QA calls and went over the same items I had previously discussed and was charging more for items already discussed When time of delivery came I kept calling the company they would not return my calls. When my moved was picked up by third party they picked some ************* they shoved my furniture in a small truck then lost it for a month they would not assist me on finding the whereabouts of my move Native van lines is not a trust worthy company I deserve my money back Thank you please report them0

  Business Response

  Date: 01/25/2023

  Native 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 Native 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 Native 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. That said, we are always here to assist customers and mediate between them and their carrier when needed.

  Unfortunately, we do not understand the reason for this complaint or why the customer is stating that ********************** has not answered or assisted them. On the contrary, upon being advised that the customer was not satisfied with their experience in their move with their carrier, Native Van Lines immediately contacted the customer and approved for them to be able to file their claim through our own, private account with the *************** as a courtesy from our part. Normally the customer must file their claim through their carrier, as per the customer's agreement; however we made this exception so that we would be able to monitor and ensure that the customer is being taken care of. Furthermore, we have offered to pay for the customer's claim ourselves so that the customer does not have to pursue their claim compensation from their carrier either. The customer accepted our offer and is currently using our account for their claim. Our **************** Manager has also provided the customer with their direct contact information in case the customer should need any assistance throughout the process. Please feel free to contact our **************** Department at ************ or ************************* with any other questions.

  Thank you,

  Native Van Lines

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18889114
  
  I am rejecting this response because:
  I have filed a claim through this company every time I call the number given for claim no answer or return call on status of claim. 
  they didnt tell me my move was lost for one month and they were aware of it per apt movers plus Inc 

  I was not told my furniture was goin to be shoved in a small truck or given to third party 

  I want someone to call me regarding the claim you so called offered as a courtesy I have not received Any updates and am unable to reach claims no one returns the calls!!!
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  Good morning, our apologies, but this is false. The customer is basing their complaint on false information provided by a third company, that the customer is chosing to believe and making acusations with. Unfortunately, we are unable to control what the customer believes. We do feel that another company may not speak for us. That aside, the customer's statement regarding not receiving any update on their claim is also false. The customer's claim was finalized on 2/6/23. The customer may contact the ************** at ********************* if they would like them to resend the customer their settlement paperwork. The customer may also contact our *************************** at ************ or at ************************* if they need any assistance with this or with anything else. We have always been and will always be happy to assist however we can within our means.

  Thank you,

  Native Van Lines

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18889114
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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.

  Do not use these scam artists. I contacted this company to move out of state and had nothing but problems. My first call I was quoted a price which went up almost $1000 by the second quality call. The gist of this is that the moving company they contracted upcharged $2,500 which native van lines told me to just pay to get things moving and it would be taken care of after. Well after my move I was out an additional $2,500 in upcharges, $4,000 in damages (of which they offered me $80 to settle), and I had damage to my new home from the movers which no one will cover. They lied up front for my business and then the price just kept going up. Once the move was complete it was impossible to talk to someone or find out who I should be dealing with. I was misguided through the whole process and then ignored after they were paid. Save yourself the time, money, and aggravation and fine a better company.

  Business Response

  Date: 01/13/2023

  Native 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 Native 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 **** Moving, whom the customers moving contract was also with. That said, 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 **** Moving, and that the customer had not yet been assisted with this, Native Van Lines 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 Native 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. The customer was not offered $80; the customer's claim coverage with the *************** based on the customer's Standard Liability Coverage selected by the customer prior to the customer's pickup, is what came to $80. And upon being advised that the customer was not happy with their coverage amount, Native Van Lines again reached out to the customer to offer to add an additional courtesy compensation to their claim from our good faith account, as a courtesy and show of good faith from our part. Our offer remains open for the customer, should they wish to accept. Likewise, we are happy to assist the customer in any other way we can within our means and provide the customer with any information they may need regarding their carrier if they would like to pursue a separate claim through them directly. Please do not hesitate to contact our *************************** at ************ or at ************************* with any other questions.

  Thank you,
  
  Native Van Lines

• Initial Complaint

  Date:12/28/2022

  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.

  During my quote with Native Van Lines on October 21st, I was told that I had 30 days of free storage. Once my items were picked up by movers from *********************************** on October 26th, I was incorrectly informed by Native that I had never indicated that my items needed to be stored (even though my quote and receipts state that my first available delivery date was November 20th). Despite all of the paperwork indicating a first available date of November 20th, I received a call from the movers on November 1st indicating that my items were going to be delivered on November 2nd.Since I was not able to move into my new residence until November 20th, I informed Native that they needed to comply with our original agreement to store my items. Native did not inform me where my belongings were stored, and did not listen to my concerns during any of our subsequent phone calls. A representative from Native continuously spoke over me during phone conversations. On November 22nd, I called Native for an update on my belongings since I had not yet received them and they informed me that my items could arrive in 10 days from November 20th or by the end of December. I received a call on November 28th from Native asking me if I've heard from the moving company about an update on my delivery (which I had not). I was informed that Native would be contacting the movers and would call back to inform me of any updates. I did not receive an update call, so I called back for an update and was told by Native that my delivery was scheduled for the week of December 11th. On December 1st, *********************************** (the movers) called to schedule a delivery for the same day. Native Van Lines did not contact me that day, and I did not receive contact from them until December 5th indicating that Native did not keep track of my belongings and did not make an effort to maintain contact with the movers about my items. My items arrived damaged and missing as a result of Native's incompetence.

  Business Response

  Date: 01/04/2023

  Native 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 that their business is valued and truly appreciated.
  
  Please note that Native 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 ******** Van *********************** whom the customers moving contract was with. Any and all information provided to the customer from ********************** was information directly received from ******** Van Lines and mediated from ******** Van Lines to the customer, including the customer's delivery having been scheduled for the week of December 11th as the customer had been advised. However, if a customer's carrier suddenly has a cancellation prior and an available window suddently opens up, the carrier may contact the customer to see if the customer would like to receive their delivery earlier, as in this case. In this case, a carrier would contact their customer directly to check with them if this is ok, which in this case the customer accepted this new delivery time frame (although the customer did not have to accept). This does not signify that Native Van Lines was not consistently following up with the customer's carrier, only that the customer's carrier suddently had an open space that was not available prior and contacted the customer directly first to check with them. All this being said, we are always here to assist customers and mediate between them and their carrier whenever needed.

  Please also note that Native Van Lines DID advise ******** Van Lines of the customer's First Available Delivery Date of 11/20/22 (as shown on the second page of our attachment), and ******** Van Lines DID accept and sign for this information (as shown on the top of the first page of our attachment), acknowledging that they understood that the customer's First Available Delivery Date was 11/20/22. ******** Van Lines WAS fully aware and simply made a mistake in contacting the customer regarding delivery prior to 11/20/22. Upon Native Van Lines being advised that ******** Van Lines had contacted the customer early regarding delivery, we immediately contacted ******** about this, and they immediately apologized and rectified this. There was no mistake on Native Van Lines's part. On the contrary, Native Van Lines is who resolved this for the customer right away.
  
  ********************** was very sorry to hear from the customer that they had experienced a damage and / or missing item in their move with ******** Van *********************** and although claims must normally be processed directly through ******** Van *********************** Native Van Lines immediately offered to assist the customer ourselves through our own, private account with the ************** as a courtesy exception for the customer, so that we could assist them with this ourselves, since the customer expressed that they were not happy with their experience with ******** Van Lines. The Claims information was sent to the customer on 12/5/22 and again on 12/28/22, and a follow up call from our *************************** was also made to the customer on 12/28/22 after this information was resent, in order to offer the customer our assistance in filing their claim. The customer may contact our *************************** at ************ or at ************************* for any further assistance, and we are happy to help. Likewise, please do not hesitate to contact our *************************** at the same number and / or e-mail address with any other questions.

  Thank you,
  
  Native Van Lines

• Initial Complaint

  Date:12/04/2022

  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 contracted the Broker to move my goods, and intentionally had them over estimate so I would not have to pay them any more money. Their operation works on Cubic Feet instead of Lbs. They estimated ****cuft over the phone. When they contracted the Carrier to move my goods, the Carrier decided to bring a huge freightliner. They mentioned this change to the broker decided to hold my reservation at my door unless I paid nearly $2k more on top of the original $6k amount, simply because they can fill more space, and were going to allot ****cuft. I told them that was not needed, they said take it or leave it, but the movers are already there. I told them to do what they had to do, and to make sure weight tickets, both empty and loaded, were obtained since this is a government move.At drop off, me and the Carrier took inventory of the moved goods, I was advised by the carrier that if any refunds were due, it would come from Native Vanlines, since the Carrier operates on cash or certified money, such as Postal Money orders and Zelle directly from my bank, and the Broker handles digital payment processing. I have waited over a month since delivery for them to provide weight tickets and fix their numbers on the charges due and to properly fix the inventory to match actually moved goods, and I have used the same formulas they did to come up with the correct pricing due, and they are playing games and adding hidden fees at this point or whatever since it is a different month that they are making new calculations for.They also have damaged goods upon arrival, that i have since purchased replacements for, and will not consider claims of damaged goods until after I pay them moee money.

  Business Response

  Date: 12/05/2022

  Native 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 Native Van Lines is a booking agent who reserves truck space with a carrier for a customers shipment. The customers goods were transported under the authority of *******************************, whom the customers moving contract was with. Nonetheless, we are always here to assist when needed.

  The customer`s estimate was based on the customer`s inventory list of items, in which each item had a value and price. It was not based on cubic feet, as Native Van Lines does not offer this service. We do not provide estimates based on cubic feet or on weight, only estimates by the item. The customer's carrier, *******************************, agreed to provide the customer with weight tickets as a courtesy, despite the customer's move not being based on weight. Likewise as per the customer's agreement, ******************************* is responsible for claims, and the customer is to file their claim through them. Attached is the section of the customer's signed agreement explaining this. Native Van Lines has repeatedly offered to assist the customer with their claim ourselves through our private account with the *************** just as a courtesy and show of good faith from our part; however, the ************** simply cannot process a claim while there is still a pending balance on the customer's file. The customer's file has a pending balance of $1,278.22 from the total cost of their move, which has not been paid. Again, we are happy to assist the customer with their claim, despite that this is the responsibility of the customer's carrier, but the ************** cannot proceed while there is a balance. Our offer to assist the customer remains open from our part, should the customer get this resolved. Please feel free to contact our *************************** at ************ or at ************************* with any other questions.

  Thank you,
  
  Native Van Lines

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18522335
  
  I am rejecting this response because:
  

  "Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services."

  Native Van Lines did not complete the investigation beyond its own communication sent out to me, otherwise, they would have satisfied the current debt through the Carrier, and payed refund to me of at least $519.41.

   

  "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 Native Van Lines is a booking agent who reserves truck space with a carrier for a customers shipment."

  Native Van Lines reserves truck space: i.e., cubic feet. This estimates generated are based on calculations and formulas to provide adequate space. Each addition or reduction of an item effects the formula and final estimate before taxes, fees, and discounts.

   

  "The customers goods were transported under the authority of *******************************, whom the customers moving contract was with."

  Native Van Lines was sole liason between carrier that was contracted by NATIVE VAN LINES for me, and payments were made to both Native Van Lines for administrative costs and carrier for labor and space taken in truck. Incorrect administrative information relayed to carrier increased total cost, and carrier required cash payment immediately prior to services rendered. Additonal costs incurred at deliver had to be payed for delivery, or carrier would continue to hold cargo under Additonal fees and as lien until payment received.
  

   

  "Nonetheless, we are always here to assist when needed. The customer`s estimate was based on the customer`s inventory list of items, in which each item had a value and price. It was not based on cubic feet, as Native Van Lines does not offer this service. We do not provide estimates based on cubic feet or on weight, only estimates by the item."

  See paragraph above. Also, this statement contradicts itself in two sentences back to back. All estimates clearly label a line stating cubic feet estimated, and total cubic feet of all items in estimate. Based on calculations of each item and quantity, one can determine basic costs is $3.50 per cubic foot. After inventory was taken, I reverse calculated costs and provided totals based on the actual moved CuFt, as inventoried and signed for authenticity by ****, who was at pickup and Drop-off, and was driver for the truck for carrier operations.
  

   

  "The customer's carrier, *******************************, agreed to provide the customer with weight tickets as a courtesy, despite the customer's move not being based on weight."

  Again, contradiction. The intention to select to conduct business was only performed on condition that empty and loaded weight tickets were supplied in accordance with the DEPARTMENT OF THE **** MOVE, which requires Weight tickets of Empty and Full. AND ONLY a loaded ticket was supplied.
  

   

  "Likewise as per the customer's agreement, ******************************* is responsible for claims, and the customer is to file their claim through them. Attached is the section of the customer's signed agreement explaining this. Native Van Lines has repeatedly offered to assist the customer with their claim ourselves through our private account with the *************** just as a courtesy and show of good faith from our part; however, the ************** simply cannot process a claim while there is still a pending balance on the customer's file."

  ********************** has the ***************** handle this, continuing liason.
  

   

  "The customer's file has a pending balance of $1,278.22 from the total cost of their move, which has not been paid. Again, we are happy to assist the customer with their claim, despite that this is the responsibility of the customer's carrier, but the ************** cannot proceed while there is a balance."

  Pending balance incorrect since estimate was inflated at pickup purely becuase space was available, and original estimate was intentionally over estimated to prevent having to provide additional funds and carrier was to assess inventory at delivery of ACTUAL moved items, which was reduced/items on original estimate were not actually transported.
  

   

  "Our offer to assist the customer remains open from our part, should the customer get this resolved. Please feel free to contact our *************************** at ************ or at ************************* with any other questions. Thank you, Native Van Lines"

  Communication to Carrier is responsibility of Native Van Lines. Collaboration with carrier's request to only accept cash payments means Carrier has the funds to send to Native Van Lines.

  Native Van Lines needs to adjust last "estimate" to correct inventory, and either collect from Carrier the correct amount to satisfy current balance AND provide the credit of $519.41 to myself, which can be sent directly as credit to card on file, or as money order to address of delivery, whichever is favorable by Native Van Lines.

  At this time, items damaged during transort have since been replaced. The items replaced well exceeds $500, however a simple $500 addition to the above credit due would suffice rather than adding additional administrative burdens to all parties at this point in time.

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

  Business Response

  Date: 12/15/2022

  Again, as previously explained, the customer's estimate was based on the customer's items, not cubic feet. Estimates are generated by the item, in which each item has a value. For example, a night table may have a value of 5 cubic feet. But this does not necessarily mean that the night table is in actuality 5 cubic feet. It may be, or it may not be. But this is the value of the item for it to be moved by the carrier. This means that every single customer who is moving a night table will have a value of 5 cubic feet on their estimate, regardless of the actual cubic feet of their night table. This is the way it works when an estimate is by the item. Each of the customer's items had a cubic feet value, which represented the cost to move that item, regardless of whether it was actually 2 cubic feet less or 2 cubic feet more. But again, this value did not mean that this was the actual cubic feet of the item. This is why the customer is stating that their estimate contained a line stating cubic feet estimated and total cubic feet. This line represented the total value of the customer's item, however it did not represent the actual cubic feet, as again, the customer's estimate was not based on cubic feet. As previously stated, we are happy to have the *************** which is a separate independent company for interstate move claims, process the customer's claim through our own account, but again, the ************** simply cannot process a customer's claim if there is a balance on the customer's account. It is as if the customer has already compensated themselves, which is why the ************** cannot process the claim. The customer is claiming that there is a debt of $519 owed to them, and that there is $500 in damages from their carrier. The balance on the customer's file is currently $1,278.22, which is more than that. This is why they are unfortunately unable to process the customer's claim at this time. Please feel free to contact our **************** Depatment with any other questions. Thank you.

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18522335
  
  I am rejecting this response because:
  

  Company is claiming the items are evaluated for CuFt for Value and not space approximations, which can be understood. However, the unnecessary change to 1500CuFt during pickup was transacted which ALSO changed to pricing.

  I have not observed the reduction in customer balance that would enact a refund to be received of any amount from either companies, and therefore I have not yet been reimbursed at all.
  

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

• Initial Complaint

  Date:11/30/2022

  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.

  We were searching for a reputable moving company to move us from ******* to ******* ******. We called and sent out tons of emails; when we got a call from Native Van Lines, they said they could do the move on the short notice that we needed. It all seemed to be ok at first, but I should have noticed all the red flags and canceled immediately. We did an inventory over a phone call (no face time or zoom) and I did my best to give an accurate description of all the items that we needed moved. **** (salesman) reassured me that the price wasn't going to change and that he was going to "over estimate" so there would be no surprise charges. A few days later we had a follow-up call with ****** ******************* from a different company). We added a few small things and our price went up a bit, again we were reassured that they were overestimating and that on the day of the move they'd do a final contract and it would be a lower cost. On the day of the move, an entirely different moving company showed up. The guys immediately started loading the truck with our stuff. Shortly after they started loading the truck, **** called the lead mover. I think **** was supposed to be the ******* for the job? The lead mover and **** argued over the phone and **** was incredibly disrespectful and told us and the lead mover that them loading the truck before a final estimate was given was illegal, but the guys kept loading. After the truck had been finally loaded, **** came back on the phone with a final price. It was $3,000 dollars above what we had discussed, and the truck was fully loaded. We were told that it was based on cubic feet of space that took up. The confusing part about that is that they put numbered stickers on EVERYTHING, sometimes putting multiple stickers on wrapped items. We never got to know the weight of the truck before they loaded after they loaded or after they unloaded. Most people we've dealt with have been extremely rude. Hung up on multiple times.

  Business Response

  Date: 12/02/2022

  Native 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 Native 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 ****** Movers Transportation LLC, whom the customers moving contract was with. This is the company that the customer is referring to who was the "entirely different moving company" who showed up, as Native Van Lines was the customer's booking agent and is not a moving company, therefore it would not be Native Van Lines who would perform the actual move. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever needed.

  The customer's estimate was based on the customer's inventory list of items, in which each item had a value and price. It was not based on cubic feet or weight, therefore there would be no need to ever weigh the truck, as this is only done for moves based on weight, which Native Van Lines does not provide estimates for, or for military moves. The customer's file shows that there were additional items added on the day of the customer's pickup to be transported by ****** Movers Transportation, including 197 additional boxes and bins. This would be the reason for their carrier's increase. Regardless, our *************************** has reached out to the customer and is now assisting the customer in filing their claim through **********************, rather than having to go through ****** Movers Transportation, as a courtesy from us. Please feel free to contact our *************************** at ************ or at ************************* with any other questions.

  Thank you,
  

  Native Van Lines

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18484870
  
  I am rejecting this response because:
  There are more false statements in your response.  I didn't even know ******************* existed until it showed up on my bank statement.  The company the moved us was United Movers.  Our final bill is done be weight/cubic ft.  It's not done by number of items.  They also put multiple stickers on single items.  We signed a contract with Native Van Lines.  I don't know who ******************* is except that they took money out of my bank account.  The truck was also loaded up before a final inventory was done and we did not receive a final price until after the truck was fully loaded.

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

  Business Response

  Date: 12/07/2022

  Again, the customer's moving contract was with United Movers Transportation. Native Van Lines provides estimates, not contracts. Regardless, Native Van Lines has already approved the customer to be able to file their claim through our account with the ************** as a courtesy to them and have already sent the customer the informaiton for this, for them to be able to proceed and formally submit their claim for compensation. The customer may contact our *************************** if they need any assistance with anything throughout the Claims process. Thank you.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18484870
  
  I am rejecting this response because:  They're trying to get out of footing the reimbursement.  Native Van Lines is the biggest scam in the moving industry.  I feel I've been robbed of $3,000 because Native Van Lines wants to play broker instead of taking responsibility for putting us through a third party company that failed to legally move our stuff.  They have all their loop holes and roundabouts for not taking accountability for s******* us over and profiting off their commission. 

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

• Initial Complaint

  Date:10/03/2022

  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.

  I hired Native Van lines for a cross country move. They picked up my stuff 8/9, and estimated an 8/22 delivery, with the delivery window officially ending 21 business days after that. I will quickly touch on the misinformation where I walked through packing up specific items and was told nothing special was needed for them- only to find out when the carriers arrived for pickup they refused to take those items unless i bought $365 of 'special packing materials.' I paid 1/3 of the deposit to Native Van Lines, and 50% of the balance to the carrier, ***********. Jump to 55 days later- I have been lied to repeatedly, told that my stuff was in transit, would arrive 'any day now' etc, when in reality, It was in a warehouse in **. Everyone at that company has fed me different lines every week. They have no idea where my stuff is now. I'm still being told it will arrive in 3-5 days each time I call them. I have chalked it up to the fact that this is a scheme, and will now be filing disputes through my credit card and bank. Native Van Lines will give you 0 information about refunds until the move is completed.. and here's the kicker- if you're not home when one day they DO decide to show up, YOU PAY A RE-DELIVERY FEE AND A STORAGE FEE on top of everything else. This is the most unethical company I have ever hired- they are a complete scam. AVOID AT ALL COSTS.

  Business Response

  Date: 10/07/2022

  Native 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 appreciated.

  Please note that Native 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 authority of ***********, whom the customers moving contract was with. Nonetheless, we are always here to assist customers and mediate between them and their carrier when needed.

  We do apologize that the customer's moving company, ***********, experienced a delay in the customer's delivery. Our ************************ has been following up with the customer consistently to provide updates as they are received. Native Van Lines is happy to take care of the customer's delay compensation in the event that *********** does not compensate the customer for their delay. The customer may contact our *************************** directly at ************ or at ************************* if they are not compensated for the delay by ***********, and we will ensure ourselves that the customer is compensated for this. Please feel free to contact our *************************** for any further information.

  Thank you,

  Native Van Lines