BBB Accredited Business Profile

Trans Van Lines, LLC

Trans Van Lines, LLC

(888) 909-7940

Trans Van Lines, LLC

14 years in business

10200 W State Road 84 STE 213
Davie, FL 33324-4219

BBB File Opened: 7/31/2012
Business Started: 7/02/2002
Type of Entity
Limited Liability Corporation
Contact Information
  • Principal: Mr. Aviad Lankri, Owner
Business Category
  • Movers
  • Relocation Service

Additional Information
  • Our files contain a pattern of complaints from consumers that allege Heartland Van Lines quoted them a price that they agreed too. The day of pick up the company than requested more money. If the additional money wasn't paid no items would be loaded on to the truck. Consumers also allege that they received their items late or not at all. On September 17th 2015, BBB sent correspondence to Heartland Van Lines requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the pattern of customer complaints. Heartland Van Lines response "Our goal and mission at Heartland Van Lines is to provide our customer with excellent customer service and a smooth moving experience. Unfortunately sometimes things do not go as planned and may result in an unsatisfied customer. We take each matter to heart and do our best to resolve any issues with our customers to the best of our ability. We have recently opened a branch in IL in hopes of starting transportation operations in that region. Unfortunately we quickly realized we started to experience fulfillment issues and were not able to provide the customer satisfaction we strive for. Due to the arising issues we have decided to close the IL branch right away to avoid any future problems. One recurring complaint has been overcharge at the time of pickup. Please allow us to explain the process so you may better understand why this issue is happening: When a customer calls our sales department they receive an estimate. The estimate is based solely on the information provided to us by the customer. We cannot and have not guaranteed a price and in fact explain to the customer that the final cost will be determined upon pick up. The estimate is then being sent to the customer at which time they must sign the "Understanding Your Estimate" form and send back to us prior to booking. The estimate provides a complete detailed list of the inventory the customer provides us with which the customer signs as accurate. The estimate states that any additional items, packing services and or labor services that are not listed on the estimate will incur additional charges. It is often that a customer forgets certain items, miscalculates the number of boxes they need or neglects to mention information (i.e. extra-large items, stairs, etc.) which in turn changes the original given estimate. Once our crew is at the customer location they can accurately calculate the actual cost. The crew advises the customer of the cost prior to loading or touching any of the customer belongings. Due to complaints that customers were not notified of the change we have already put in place a new form the customer must sign prior to the crew loading their belongings. In that form the customer acknowledges, confirms, and agrees, a new revised estimate has been given to them prior to loading. With that said we have once again spoken with our sales team and instructed them to make sure they reiterate to the customer that the estimate is based solely on the inventory given by the customer and that it may change at the time of pick up. Another complaint that has becoming more recurring is items arriving late or not at all. We strive to meet our delivery dates. Unfortunately sometimes things happen which are beyond our control (i.e. weather, truck breaks down etc.). We have met with our dispatchers and have instructed them to be in continuous communication with our customers between pick-up and delivery. At the first notion of a possible delay the dispatch must contact the customer and keep them informed as to the status of their delivery. Any such problem that may occur we will make sure to keep the customer at the highest importance and do everything we can in order to make sure the delivery is done as soon as possible. Sometimes items get lost or damaged during transportation. We do our best to avoid this from happening. We met with our drivers and reiterated how important the inventory check list is and have instructed them to double and triple check the loads prior to delivery. If something is missing we first try to locate if it was left in the warehouse or if it was delivered to a wrong location. If the item is still not found or damaged we do have a 3rd party claim department which we refer the customer to. We have and will continue to make our customers and customers service our #1 priority." BBB will continue to monitor and update company report as needed.

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.

B+

Overview


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Trans Van Lines, LLC

Trans Van Lines, LLC

BBB ACCREDITED SINCE 7/31/2012

Customer Review Rating:

Positive
100%
Neutral
0%
Negative
0%

Composite Score:

0 3