Complaints

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

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  Best Moving Van Lines

  830 Stuart Dr #206 Sunnyvale, CA 94085

• 

  Best Moving Van Lines

  PO Box 10010 San Jose, CA 95157

• 

  Best Moving Van Lines

  714 Opal Dr #1 San Jose, CA 95117

• 

  Best Moving Van Lines

  850 Parker St Bldg A Santa Clara, CA 95050-2906

• 

  Best Moving Van Lines

  1009 S 5th St San Jose, CA 95112

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:06/27/2025

  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.

  Booked them for a move on May 28th, 2025.Already paid $950 deposit. They had to split my move over two days, and come back in the morning. Then tell me, after all my stuff is loaded, that they only take cash or checks, and cannot process credit cards and charged me another $600 due to square footage that they could not verify. So I needed to find a way to get $1,500 in a day without any notice, which is stressful and shady at ******* items were put into one of their storage facilities in *******, the state where I was relocating to. I was told I could call and schedule a delivery when I had a permanent address to deliver to. I have now called 4 days in a row, and have gotten no response for delivery. I have left multiple voicemails waiting for a returned call. I just want my items at this point. This has been a terrible experience and all I want is my items to be delivered and call to schedule this delivery. The communication has been dismal at best and I am over this experience, but I also just want my items. At this point I am worried they just stole my money and my items with no intention on returning them, all because they won't call me back and I can't get a person on the phone. After multiple calls with people in the beginning, now everyone seems to have disappeared. I truly just want my items and I want to schedule my delivery. My stuff is important to me, which is why I hired movers in the first place. Please correct this.

  Business Response

  Date: 07/16/2025

  We appreciate the opportunity to respond to this complaint. After a thorough review of our records, we are unable to locate any customer under the name ***** ********, or associated with the phone number, email address, or information provided in this complaint. We have no record of a move scheduled or performed for this individual.
  Given this, we are unable to assess or address the concerns raised, as it appears the complaint may pertain to a different company, possibly with a similar name.
  We respectfully suggest that the customer carefully review their ********************** documents, particularly their moving contract (Bill of Lading), to verify the correct company responsible for their move and ensure they are contacting the appropriate carrier.

• Initial Complaint

  Date:04/18/2025

  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.

  4/15/2025 I had a one bedroom home with 1 car garage 1/2 full of items and a patio set, pizza oven, smoker and antique cart to be moved less than 5 miles. I was told that 3 men and a truck would arrive between 9am-11am with wardrobe boxes and all the necessary supplies to move me. There was a 4 hour minimum but I scheduled for up to 6hours. The movers called and said they were running late but then actually showed up at 10:30am. I showed them the areas and explained the new home layout and moving contents in garage first would be best as it has to go in room in the back of home which will not be accessible to them after they move furniture. Ultimately they ignored me.They loaded the truck with the contents of the house and we went to the new house. They unloaded approx. 1/3 of the truck when one of the men cam and said that "he" wants to go back and get the remainder of the items to back in the room. I asked if there was room in the truck and he shrugged his shoulders and said "I don't know, I hope so." Well, there wasn't, we spent the remainder of the day at the old house with them rearranging the truck and shoving my belongings everywhere because there was not enough room and hours went by in the process. 1. This 6 hour max move turned into 11 hours and they charged me $2274.00. I have moved 5/3 3500 sq ft homes to 2 different final destinations and not taken 11 hours. I feel like they saw an alone elderly woman that just had leg surgery and took advantage.2. In the process of shoving all of my belongings in the truck to make it all fit, they damaging my furniture, some antiques. They also did not move all my belongings due to running out of space leaving me to have spend the next day moving items with my car by myself.I am sorry I crossed paths with them. I thought I was being moved by Titanium Relocation, I paid Express Moving Network and I just found out that they are Bests Moving.I called Titanium, rude man that answered gave me 1 option, claims.

  Business Response

  Date: 04/28/2025

  The customer made a reservation for ********************** service for a local move, with 3 movers and a truck. 
  The movers arrived on the day and time as agreed. The time that was scheduled for the arrival of the movers is 9-11AM. The movers did call to let the customer know that they were on the way and as the customer stated in the complaint they arrived at 10:30AM. 
  The movers move for the customer 2 truck loads, so regardless of the number of the moves the item count was high and the service took 11 hours to complete. This includes loading of 2 truck loads, unloading of 2 truck loads, driving time,  wrapping of items with moving pads to prevent damages and unwrapping of these items as well. 
  
  This is a local move and the movers are operating under the direct instructions of the customer. 
  
  The customer called our office to speak with customer service and the complaint was addressed, and was provided the phone number for the claims department. 
  
  Regards, 

• Initial Complaint

  Date:09/23/2024

  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.

  The movers grabbed my backpack that had my federal I.d in and also passports. I wasnt there when the backpack went missing. Realized that it was missing that night. We called and they cant find it.

  Business Response

  Date: 09/25/2024

  We appreciate the concerns brought to our attention. Upon careful review of the inventory documentation and the original order for service, it has been confirmed that the backpack in question was neither listed nor marked for transport. It is therefore likely that the item was misplaced prior to our involvement. We sincerely hope it is located at the earliest convenience.
  Additionally, according to the customers statement, the backpack was in the area where the movers were loading items, and it was not noticed missing until after the movers had departed. However, no contact was made with the driver or our team regarding the missing item until after the delivery was completed, which occurred several weeks later. This significant delay in communication strongly suggests that the backpack was not lost during the move by our crew but was instead misplaced by the customer prior to or after the move.
  Our company adheres strictly to all contractual and legal obligations, and we do not engage in the handling or storage of personal documents outside the agreed-upon services. If the customer believes there has been a loss of property, we encourage the submission of a formal claim, and we will process it in accordance with our established procedures and relevant regulations.

• Initial Complaint

  Date:09/13/2024

  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 hired Best moving Van Lines to move the contents from my home from Ca to **. The moving company lost much of my contents and damaged much more. I was told by the company to file a claim and I did. I just received a settlement offer of $99.00. I would estimate thousands of dollars in lost and damaged items. They have been terrible to deal with and I could use some assistance in getting this company to act in good faith and repair the damage they have done.The company is Best moving van lines Best Moving Van Lines ******************************************************** Toll Free: ************ Local: ************ Fax: ************ Claims: ************ Email: *****************************

  Business Response

  Date: 09/17/2024

  We sincerely regret any inconvenience caused during the relocation process, as well as any difficulties the customer may have experienced while filing their claim. The customer was directed to submit a claim through our claims department to ensure proper handling. After thorough evaluation, the claim was processed for an amount of $150.00, in accordance with the contractual terms that the customer agreed to at the time of the move.
  While we understand that the outcome of the claim does not meet the customers expectations based on the amount they are seeking for the items in question, it is important to note that the customer was fully informed of the terms and conditions prior to the commencement of the relocation services.
  During the moving process, customers are presented with two options for liability coverage. The first option is full value protection, which offers comprehensive coverage and is available for an additional fee. The second option, which provides minimum carrier liability of 60 cents per pound, is offered at no additional charge. This level of coverage is typically not recommended due to its limited protection, but customers often choose it to avoid extra costs, as was the case with Mr. ******* *******.
  The claim was evaluated based on the liability coverage selected by the customer. Had additional protection been desired, the customer would have needed to purchase full value protection. As no such coverage was selected, the claim was assessed in accordance with the minimum carrier liability.
  

• Initial Complaint

  Date:05/17/2023

  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 March 18th, 2023 this company picked up some items from ** at our storage unit in *******************. They packed them in a truck and we were told that they would be transferred to another truck to be moved to our new location in *****.On April 17th, we were given approximately 8 hours of notice that our items would be delivered on this day. According to the paperwork we signed we were supposed to be given 24 hours of notice minimum.When the truck showed up it was very clear that our items had been stored in some sort of location that was damp and cold due to several boxes being wet and a few of our plastic bins having cracks and holes in them.My husband's guitar did not make it to **!From March 27th until the 13th of April I called numerous times asking where our items were and when they would be delivered. Every time I talk to this company someone said they would get back to me, they were having trouble getting hold of the driver, they weren't sure the exact location of my items. No one, I repeat no one actually called me back.Since we found out that the guitar is missing, not one person that I have talked to has bothered to call me back. I have submitted claim forms, and pictures. I don't understand how a guitar grew legs and walked away. The guitar is a custom-made ****** m38 that my husband has had since ****! To us it is priceless, but market value is around $10,000. And still they ignore us.

  Business Response

  Date: 06/20/2023

  In response to the customer complaint, we would like to apologize for any inconvenience that the customer may have during her move and/or the process of her claim. As per the customer complaints we would like to explain the following: when relocating a customer they have the choice of choosing the liability coverage that they would like for their items in case that there are any missing or damaged items during the process of their move. Customers are given the choice of Full Value Replacement (FVP) at an additional cost and they are also offered the Minimum Carrier Liability of 60 cents per pound per article at no additional cost, depending the liability that they chose it's how their claim will be processed and their items would be covered, however prior to signing it is clearly stated that the terms and conditions of both liabilities are the same for missing and damage items. Customers often choose the Minimum Carrier Liability of ************************************************************************ their move, however, it is stated in their documents prior to signing for this option, that any article that exceeds the total amount of 60 cents per pound will be processed as is as well unless a specific notation has been stated on their contract by the carrier and the value of such article was notated on the carriers documents. The claim for the customer was settled exactly by the poundages that the customer has entered in the her submitted claim form. Unfortunately because of the liability that the claim is under the outcome of the case is based on the 60 cents per pound per article. Additional insurance should have been purchased by the customer to cover her items in case of any possible damaged or missing items. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20027172
  
  I am rejecting this response because: it has taken them over 2 months to settle this. And it still hasn't been settled.

  I do believe that the guitar was stolen, since it was the most expensive item in our lot. They have not been able to explain exactly where my items were stored, and every time I called before I received my items they kept telling me they couldn't get a hold of the driver and did not know where my items were.

  Therefore, the type of insurance that was included does not cover stolen items. The guitar is worth $10,000 and they offered me $3.60.

  The fact that they finally responded to you and not me says a lot.

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

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  November 5, 2022 my household items to pick up in ******** **. To take to *********** **. They delivered the load to my apartment in *********** on 12/1/22.** the process of transportation they had unloaded my things in another truck. And in that process I believe they lost my things. They kept giving me excuses that they were still working on trying to find where my things were ********* from perennial originated the contract and she was primarily my main contact. I could tell she became irritated with me continually calling. Unfortunately, I wasnt getting the customer service that I shouldve gotten I still have a bedframe that isnt together because of the missing screws. And I have a hand that is handicap that I am unable to do these things on my own to go and get screws and attach my bedframe together and my bed board. The paperwork is a bunch of scribble as far as I can see so it really unable to Decipher what it means on my end. So they issued me a check this week for $127 for damage TV missing screws to put my bed back together and bed frame. Also, my sideboard got damaged when the mover attached my top part of the frame to the bottom of the dresser they overcharged for all of the problems that Im having.

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Best Moving Van Lines moved our household goods from ********** to ******** in July 2022. Pick up date was 7/20/2022, delivery was 8/8/2022. I had organized the move via phone and prepaid the requested amount to book the service. At pick up, after all the belongings were packaged up in the truck the bill went from the $9916.33 estimate to $16178, I was asked to provide further copay, which was now also higher than agreed over the phone, or they would unload everything. I paid an additional portion with the remainder to be paid. I paid more a few days later and the rest at delivery. The company who delivered was not the same name, there were 2 very young boys doing the delivery with one adult. They were 15 and 16 years old, clearly not professionals. A lot of our stuff was damaged and broken, due to the cargo being moved several times from the original truck to storage and again for delivery, this was not agreed or discussed at all, the cargo was supposed to be picked up, and driven to destination. An Insurance claim for the damages has only been offered at the minimum rate, since I did not purchase additional insurance. I feel this company has been negligent with our stuff and caused a lot of damages unnecessarily. Also the huge hike in the fee was ransomed by holding our stuff and I feel it was done so deliberately, as I discussed all our stuff with the team when I was given the estimate and I even had them add weight and space to make sure there would be no surprises. I believe I was cheated to pay more and I do not believe that a $ 300 pay out covers the losses and the unethical way they operated. This company should not be doing business. PS the picture files I have exceed your size limit, I can e-mail these at request.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 picked up my belongings on July 11, 2022. They, contractually, guaranteed delivery by 28 business days after first availabe day to 'receive' the belongings, July 14, 2022. They took until September 14,2022 to deliver a portion of the belongings they picked up. Of the portion they delivered, several pieces were missing and several were damaged. They instructed me to file a claim with their insurance company. I did that a week after the 09/14/2022 date. Their insurance company requested 30 days to process the claim. Until December 9, 2022, they have not completed the claim because they are 'awaiting information from the moving company itself'
  I have called the moving company dozens of times in this process. I am always told that they are reaching out to their 'dispatch team' and they will contact me when they hear from them. It has been more than six weeks beyond the requested 30 days to process a claim. Can you help me?*********************************************************

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was subcontracted to this company for a move************************* When my items got to*****, many of the items were damaged in the process. I went through the claims system as was directed and was told I would be awarded ******* for the damages incurred on my property. The claim firm said that I would receive notice on the status of my check within 20-30 business days, which was on September 30 of this year. It has been nearly 2 months and after two calls, they can give me no further information about the status of my payment, except that it is processing. I would like to get this situation resolved as quickly as possible, as this entire process has been going on for over 4 months.

• Initial Complaint

  Date:10/03/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  October 3, 2022,
  My furniture was picked up at:
  ********************************** on August 17, 2022 to be delivered to me ****************************************** on September 7, 2022...since then they've been telling me they have 21 days in which to deliver it! I have called them 3-4 times a week for the last three weeks and until today they can't give me a date for delivery! Just lies about "loaded and ready to ship to No Driver". I even wonder if my furniture is lost, stolen or WHAT!! I'm old and staying in an empty house with no furniture and I'm a nervous Wreck! Hope you can help me with this terrible and unethical situation!