Complaints

This profile includes complaints for Light House Van Lines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Light House Van Lines

  2 University Plz Ste 100 Hackensack, NJ 07601-6210

• 

  Light House Van Lines

  333 Veterans Blvd Carlstadt, NJ 07072-2704

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  Light House Van Lines

  1505 Pavilion Pl Ste F Norcross, GA 30093-3221

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:01/14/2023

  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.

  On 13Jan23 Light House Van Lines came to pick up my household goods. We had an agreed-on inventory at the time of the move. I needed a representative to meet them since I was unable to get to the location in time. There was an issue at loading with the price; however, my representative was a little intimidated with four men doing the move. It is not about the individuals, just she was afraid to have any problems. I did call to confirm the price since it was in excess of $1,800 on an estimated $4,488.78 move. When I confirmed the price over the phone with the foreman I told him it was too high. He told me not much he could do about it. The company did not provide an updated BOL at the time of load and did not provide an inventory. They also did not provide the actual cubic feet used. When contacted by the company they stated
  that my representative said not to do an inventory. This is not correct. I had several phone calls with the company that ended in them yelling at me that it was all my fault. However, there was not proper documentation with the move and I do not see any justification for the $1,800. I did request the company refund my deposit and they keep the additional $1,000 as a compromise since I can respect there is some possibility of under estimation as well as we did approve two extra wardrobe boxes. It appears they did not follow interstate shipment rules; however, as pointed out by the owner I am not a moving expert and I do not understand the requirements; however, seems highly irregular to not have proper documentation based on other interstate moves. I did tell the foreman the price was too high, and he just shrugged. I did have several items damaged in the move as well as some damage to my interior walls. I am not too worried about those things since that is the risk of the move.

  Business Response

  Date: 01/19/2023

  When our guys arrived the foreman and your wife did a walk through and the foreman noted some furniture that was bigger than estimated and some items that were not on the original list. also we had to do some packing for you and your wife was informed prior to us loading and she agreed. so we started loading then we asked her if we do the inventory it will take a longer time and we may not be able to delivery same day, she agreed not to do inventory as long as she was the only one on the truck so that is the reason inventory was not done, Which she knew and agreed to
  When we left you already new what the price was . it took 5 hrs from point a to point B and the balance was already known to yourself as well as your wife. because you had the balance ready when we arrived
  There was no concerns raised during pick up or the travel that took 5 hrs and also at delivery you you thanked our guys paid them and they did their job and left.
  You never raised any concerns to the foreman who did your move start to finish at delivery so he could answer or explain your concerns.
  Once our crew was long gone that is when you raised the questions. We had no clue you had issues . When it comes to the
  10% only applies if the inventory is 100% correct and was unchanged from the original estimate which in your case does not apply because you had additional items.
  We have tried calling and you are pushing us to voicemail
  Manager
  Jackie D****
  

  Business Response

  Date: 01/21/2023

  We do record all calls and when Danielle contacted customer to go over the inventory customer stated it will be what it will be and she did not want to go over it at all and declined ..  

  Customer Answer

  Date: 01/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Inaccurate, but expected. As noted, I hope others see the complaint to make a better decision than I did.  I will search for good rating here before entering any agreements for the next move. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** *****