Complaints

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:09/20/2022

  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.

  I am from ********** but currently serve in the Navy in **************, ********. I got married in May and hired Diamond Pro Van Lines in June to provide moving services for all of the wedding gifts plus all of my wife's belongings coming from ********** to **************. They said they would find a company to actually do the move but they were still responsible and liable for all of my belongings and the move. They got A1 transportation to be in charge for picking up, transporting, and delivering my belongings. Everything was picked up on the 15th of July. According to the contract signed by my wife on the day of pick up, A1 transportation stated the max ******** date should be 30 business days from the first available ******** date that we marked as the 23rd of July. That would put the max ******** date around September 6th. I cannot get ahold of either company for an update on my belongings or for a ******** date. I was able to get a Navy attorney to try and contact both companies for me but he also instructed me to file a complaint with the Better Business Bureau. Amongst those belongings are most of my wife's clothes that she needs for her work and day to day life, a lot of furniture for our home that we are lacking now and many other things we weren't prepared for not having for this amount of time. Not being able to get ahold of either company by phone or via email is very concerning and I have no idea what to do about it. Just to put into perspective, from the 25th of July to the 18th of August I called either both of the companies or one of them everyday, all of those days I could rarely get someone on the phone, and when someone would pick up the phone, they could not get answers for a ******** date or status of my belongings.

• Initial Complaint

  Date:09/02/2022

  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.

  We spoke with Diamond Pro Van Lines on 7/29 for a move on 7/30. After paying the deposit, we were told of two possible dates for the move. Those dates were 7/30 or 7/31. We were then confirmed by ****** (admin?) that it would take place on 7/30 and wed here from the mover on 7/30 between 11am-3pm. We heard from the moving company on 7/30 around 11am. He informed us he didnt have us for the 30th and gave us several other dates that he could do the move. He then proceeded to tell us that he might make 7/30 work and would call us back in an hour. An hour passed and I didnt hear anything so I called him several times with no answer. We then contacted Diamond Pro again to let them know of the issue and that since the company they contacted didnt show up, we must cancel and also requested a refund of our $1,006 deposit. They were unresponsive despite us calling and sending several emails. I called the owner ************************* twice and explained the issue. He also had me send him our order number. He stated he would contact me after looking into it, which he never did. We also spoke with ****** again and she said their accounting department would look into, but we never heard back. That was approximately over a month and weve yet to hear back from them. Nor have we received our deposit.

  Business Response

  Date: 10/06/2022

  We have no record of this complainant's email address, phone number, or name, and can not find any job under a first name of *****. We record of this person in our entire database. Please ask the complainant to offer a job number or the email address that was used to book this job. Once we can find the records, we will reply as soon as possible!

• Initial Complaint

  Date:08/25/2022

  Type:Product 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 am an 80 year old single legally blind female moving to ***** * so that my family could care for me 6/29/22*requested quote from Diamond Pro Movers *via ******************* ************ by ****** Rep****************************. 6/30/22*Sister * *********************** *Revised quote w ******settled on an amount. Signed email contract (not able to print) and sent a check # *** for $1417.12 via text to ******************* @ ************. Signed the back of the check "for deposit only Diamond Pro Van Lines.Pick up day * 7/9/22. My ****** rep was contacted on 7/9 * with a message stating * the truck would be delayed due to the fact that gasoline was filled instead of diesel. A new truck would have to be sent. Several calls later on 7/10/22 the moving company said they had gotten a truck and were in ********* loading and pickup would be in the morning, probably Tuesday, 7/12/22. They arrived later in the evening and assessed the move and said the job would be $6800.00 more than the agreed contract amount and the check should be made to them and not Diamond Pro Van Lines. The moving company was dismissed and not allowed to load or move any items.7/12/22 *************************** contacted ******************** when the movers showed up to load. No answer/no reply. 7/13/22 @ 9:23 am * Contact Diamond Pro they were supposed to call. I did not receive a call only a text that they "would call" from ************ * it said " Thank you for contacting Diamond Pro van lines customer service line. You've been added to our call list 7/13& 8/7 email ******************* regarding refund * reply was this was sent to appropriate dept.8/25 * no responses from Diamond Pro or ******************* What would satisfy your complaint?My response:$6,500.00 * Refund of my deposit $1417.12 plus the $2,800 of the **haul move and the items that I had to leave behind, because I had lost the deposit money and did not have the additional funds. I am an 80 year old single female and am legally blind. This loss of funds and belongings is creating a hardship for my living.

  Business Response

  Date: 09/09/2022

  When the licensed, registered, bonded, insured movers arrived, the customer had a much bigger move than was expected based upon the detailed inventory. The customer always has the option to stick with the binding estimate, but large amounts of unlisted items can not be moved at no additional cost. The customer sent the movers away and denied their service. The various were explained at length. The customer refused the movers. The deposit in this case is forfeit as the movers were hired and contracted and traveled to the pick up location one the time and date agreed, to move the expected itemized list of goods. If the items to be moved are far more cubic feet than listed in the contract, additional cost is calculated by the exact good present and desired by the customer to be moved. It is impossible to perform such service without additional cost, as anyone might expect.

  It is regrettable when these things happen but the movers can not be responsible when the items to be moved dramatically increase in cubic feet.

  We are always willing to work with our customers to move whatever they need, and we will always endeavor to be reasonable. If the customer sends the movers away, there is not much we can do to rectify the situation. 

  Situations such as these are very rare and regrettable. 

  Customer Answer

  Date: 09/13/2022

  Complaint: 17769981
  
  I am rejecting this response because:

  There are several things that are of particular importance.

  1. The movers did not show up at the scheduled time of July 9th There were several delays due to A. The wrong fuel put in the truck on the original appointment day - causing a delay.

  B. Then the movers called and said they would be there in the morning after a load in a nearby city.

  C. Late afternoon  July ************************************************************************************************** it would not happen at all.

  2. July 13 arrival in the late evening - they requested the additional funds of $6800.00  with a $4,500.00 down payment saying that the load was bigger than requested. All of the items later were packed in a U-haul box - measuring 257cu. feet along with additional items not listed on the original bid list. See attached picture.

  3. All of the items listed on the contract were present and stacked in one location for the movers to load.

  4. This process is unfair deceptive trade practice along with elder handicap financial abuse. The contact was entered in good fait with the "moving company" not a broker service. They never disclosed they were a broker service and that the price might increase when the "movers" show up to load.

  5. The ****** of ******** General of ******* has been given information regarding this complaint. Their response:

  Dear ***********************,
  
  The office of ******* ******** General *********************** received your correspondence regarding Diamond Pro Van Lines.
  The ******** General's ****** is concerned with all potentially unfair and deceptive trade practices. We have shared your information with the ******** General's ******** Protection Division.

  Additionally, we are forwarding your complaint to the State's mediation program operated by the ******* ********** of *********** and ******** Services (DACS), ***************************** at:
  
  ******* ********** of *********** and ******** Services
  Division of ******** Services
  Telephone: **************
  Toll-free within **: **************
  Websites: https://www.fdacs.gov/Divisions-******s/********-Services
  https://www.fdacs.gov/********-Resources/********-Rights-and-Responsibilities/Moving-Within-*******
  https://www.fdacs.gov/Business-Services/Moving-Companies
  
  Please also file a complaint directly with the *********************************, ******************************************* (*****). The ***** licenses and oversees interstate moving companies and has strengthened protections for consumers who use a broker to arrange transportation of household goods. You may file a complaint by calling ************** or online at https://nccdb.fmcsa.dot.gov/NCCDB/Home.aspx. The *****'s moving complaint form is online at:  https://www.fmcsa.dot.gov/protect-your-move/file-a-complaint?utm_source=google&utm_medium=cpc&utm_campaign=dcg.search-fy20.******. More information is online at https://www.fmcsa.dot.gov/protect-your-move/file-a-complaint.
  
  The following local consumer organizations may also be of assistance:
  
  Better Business Bureau of Southeast ******* (serving Miami, Ft. Lauderdale, *************** areas)
  Phone: **************
  Email: *********************************
  Website: http://www.*********.bbb.org/
  
  ************************** Protection ******
  Phone: **************
  Website: http://www.pbcgov.com/publicsafety/consumeraffairs/
  
  Finally, because this office is authorized to provide legal opinions or advice to individual consumers, if you need legal guidance, please consult a private attorney. The ******* Bar offers a *********************** toll-free at ************** or online at https://www.floridabar.org/public/lrs/.  
  
  Thank you for contacting ******** General ******* office. We hope this proves helpful.
  

  With the above information - complaints have been entered in ALL of the above agencies. ***** Fargo ******** Fraud department is also investigating the matter.

  I will continue to seek a return of the deposit made to Diamond Pro Van Lines. I have NOT YET entered an online "poor review" of this company, however, a review will be posted if a fair resolution is not obtained.

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