BBB Accredited Business since

Paxton Van Lines

Phone: (703) 321-7600 View Additional Phone Numbers 5300 Port Royal Road, Springfield, VA 22151 http://paxton.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Paxton Van Lines 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 13 factors. Get the details about the factors considered.

Factors that raised the rating for Paxton Van Lines 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


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 2
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Paxton Van Lines
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: July 19, 1981 Business started: 01/19/1946
Licensing, Bonding or Registration

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 (Interstate Movers)-Federal
1200 New Jersey Av SE, Washington DC 20590
http://www.protectyourmove.gov
Phone Number: 202-366-2519
The number is 7543.

Business Management
Mr. Fred D Paxton, Owner Mr. Kevin Callahan, Safety Manager
Contact Information
Customer Contact: Mr. Kevin Callahan, Safety Manager
Principal: Mr. Fred D Paxton, Owner
Business Category

Movers

Industry Tips
Moving tips - General

Additional Locations

  • 5300 Port Royal Road

    Springfield, VA 22151

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/20/2014 Guarantee/Warranty Issues
10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paxton international was hired to move my belongings from Doha, Qatar back to ******, Texas. I paid Paxton international an additional fee to insure my equipment for $35,000. Almost all of my equipment showed up non functional and they will neither replace nor repair my equipment as agreed upon in the contract I signed. Paxton claims that the damage was due to climactic change and therefore not covered, but they have failed to provide me with a document of their coverage policy. They have also failed to provide a document of their coverage policy with my signature on it containing the climactic change term.

Desired Settlement: I would like them to replace my equipment. This equipment is my life. I've been without it for 9 months now.

Business Response:

We are in receipt of the complaint and have resolved the matter in the following manner:

 1)      We have reviewed the claim internally with specialists and members of the management team.

2)      We have reached out to the outside vendor who supplied the valuation for loss and damage and secured a commitment from them to revisit the claim.

3)      We have scheduled an in person meeting and review of the claim with the outside vendor at the annual trade association meeting this week in Vancouver Canada.

4)       We have briefed the customer on this course of action.

 Our management team will do all possible to outline the circumstances surrounding the claim for the adjusters to ensure that full consideration is given and that the customer is offered a fair and reasonable settlement offer based on the circumstances outlined.

 Thank you,

 ******* ********

Vice President International Operations

Paxton International

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is CURRENTLY satisfactory to me.  BUT I would like to wait until the issue is completely resolved before I withdraw my complaint.

Regards,

******* ***

1/16/2013 Problems with Product/Service