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Craig Van Lines Inc

Phone: (703) 273-8852 View Additional Phone Numbers 7500 Alexander Sophia Ct #201, Gainesville, VA 20155 http://www.craigvanlines.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Craig Van Lines Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Craig Van Lines Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 3

Additional Information

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BBB file opened: October 19, 1984 Business started: 05/19/1980 Business incorporated: 05/19/1980 in VA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

U.S. Department of Transportation (DOT)-Federal
1200 New Jersey Avenue, S.E., Washington DC 20590
http://www.fmcsa.dot.gov
Phone Number: 202-366-9805
The license number is 486494.

U.S. Department of Transportation (Interstate Movers)-Federal
1200 New Jersey Av SE, Washington DC 20590
http://www.protectyourmove.gov
Phone Number: 202-366-2519
The license number is MC#217589.

Type of Entity

Corporation

Business Management
Mr. Frederick C. Craig, President Mr. Paul Adams, Operations Manager
Contact Information
Customer Contact: Mr. Paul Adams, Operations Manager
Principal: Mr. Frederick C. Craig, President
Business Category

Movers

Industry Tips
Moving tips - General

Additional Locations

  • 7500 Alexander Sophia Ct #201

    Gainesville, VA 20155

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Industry Tips

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BBB reports on known significant government actions involving business' marketplace conduct.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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Additional Phone Numbers

  • (703) 273-1476(Phone)
  • (703) 273-1539(Phone)
  • (703) 273-1852(Phone)
  • (703) 273-5533(Phone)
  • (703) 273-8852(Phone)
  • (703) 753-3033(Phone)
  • (703) 894-9013(Phone)
  • (703) 273-8031 (Fax)
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Complaint Detail(s)

1/26/2014 Problems with Product/Service
8/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In response to a flyer I received in my mail, I called Craig Van Lines to come and give me an estimate for my upcoming long distance move. The owner, **** Craig, came to my home at 1pm on July 8,, 2013. He appeared to be taking notes in preparation for an estimate he promised to email me later that evening. HE COMPLETELY WASTED MY TIME BECAUSE HE NEVER RESPONDED, SENT EMAILS TO ME, NOR ACKNOWLEDGED MY PHONE CALLS FOR MY ESTIMATE> VERY POOR BUSINESS PRACTICE!

Desired Settlement: ALTHOUGH I WILL NEVER USE THIS COMPANY FOR ANYTHING EVER IN LIFE, I WANT THE ESTIMATE FOR CHARGES THAT **** CRAIG PROMISED.

Business Response: To Whom It May Concern:

Complaint ID: *******

Please accept our sincere apologies for the inconvenience you may have experienced in respect of not getting the estimate from us on time that was sent to you by email. At Craig Van Lines, we take pride ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations. ***. Bryan was a large job and we would it have love to have gotten your business.

We did an in home estimate for ***. ******. After leaving her home on July 8, I did work up her estimate and sent it to her via e-nail. Unfortunately the email address was wrong. I did not receive any call from her that I’m aware of this was the first contact I receive since receiving a complaint from the Better Business Bureau. I have sent ***. ****** a letter which I will enclose a copy of the estimate to the correct email address.

If you have any further questions or comments regarding this matter, please feel free to discuss it with us.

Thank you for your help in this matter

Sincerely,

**** Craig

Craig Van Lines, Inc.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because I telephoned your office several times after you came to my home:  a couple of days after you left and I hadn't received your promised email; a few times after that; when you were on vacation for a week, etc.  I also called the day that I filed the complaint.  I left messages with your people.  You need to get after them if they did not give you your messages.  But I do not believe you.  When you knew the email address was wrong, you should have called me.  Your actions demonstrated utmost disrespect and I am highly offended.


Regards,

***** ******








Business Response: To Whom It May Concern:

***. ******

I promise you there was no malice in not getting your moving quote on time; it must have been just a miscommunication. We would have loved to have gotten your business and if we had not been interested would not have wasted your time or mine to have come to your house. I am not sure who you spoke to in the office but if you were leaving voicemail in my mail box I am so suddenly in the office I could have missed your call.

Again I would like to offer my sincere apology to you.

Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I should have stayed away when the owner of the company said the following inside my home "Don't look at the all negative reviews online, you can't control everything". We ended up using Craig Van Lines for a couple reasons. They were local and they have been in business for three generations. I'll start prior to moving day. **** Craig (one of the owners) is almost impossible to get ahold of. Not only that, when items were damaged (i'll get into more detail later) they were on vacation and would not handle any claims. Once the movers arrived, it took them 12 hours to load my house ( I unloaded it with 4 guys in 7 hours). They were extremely inefficient. Once the truck was loaded, they were going to call me within 1 hour of delivery. I never received a phone call, instead had to call myself. Now, prior to unloading the driver informed me that my bill would be $4900.00 rather than $3,700 due to weight. I refused to sign and the driver called the office. The movers were then cleared to unload (so I guess they couldn't scam me for another 1k). Two weeks later, upon unloading my storage unit, they had destroyed a 2.5k dollar oven and 2k dollar entertainment center. When I contacted them, they were on vacation and informed me to wait until they got back. I insisted someone help me. ****** Craig (one of the owners , I'm assuming) was so displeased that I bothered her on vacation, she kindly sent me email that said "take it up with your homeowners insurance". This was the worst business transaction I've EVER had in 37 years........

Desired Settlement: Repayment of damaged items

Business Response: See Attachments

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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