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:12/06/2024

  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.

  Horrific Moving Experience. Our move from ********** to ************** with Pan Transit Vanlines LLC and ******************* was a nightmare. From false promises to delays, extortion, and extensive damage to our belongings, these companies caused significant financial, emotional, and physical stress.We initially contacted Pan Transit Vanlines LLC, speaking with ****, who assured us they were a full-service moving company. The move was quoted at $2,002.01, and we paid a $826 deposit. Days before the move, **** disappeared, and we learned that our job had been handed off to ******************* without our consent. It became clear that Pan Transit was just a broker, not a mover a fact they never disclosed.******************* picked up our belongings, demanding a higher price of $2,599, which we reluctantly paid. Ez, their representative, promised delivery within a week. Upon arrival in **************, we were told delivery would be delayed, as they hadnt even started looking for a truck. For over a month, we lived with no furniture, clothes, or essentials, sleeping on an inflatable mattress that worsened our health conditions. My boyfriend, recovering from spinal surgery, and I, recovering from a car accident, faced long-term physical setbacks. Daily calls to ******* and ****** yielded no results, as they claimed it wasnt worth sending a truck for our load.When our belongings finally arrived, the driver working for yet another company refused to unload until *************** paid him. After hours of police intervention, Brooklyn relented, and the truck was finally unloaded. Nearly everything was destroyed or damaged. Boxes were soaked and torn. Books were water-damaged. A dresser, mattress, lamp, and outdoor furniture were broken. All glassware and plates were shattered. Weve filed a claim with *********** , but the loss is immense.Pan Transit Vanlines and ******************* are deceptive and unprofessional.Job No:P6988567

  Business Response

  Date: 12/07/2024

  To Whom It May Concern: 
  

  We are in receipt of this customers complaint. We would like to begin by noting that the customer not only signed a moving estimate that indicates Pan Transit is a moving coordinator only and will not physically transport their items but also that the customer signed a Bill of Lading prior to pick up that indicated *************** as their assigned carrier. 
  

  4. CUSTOMER HAS HIRED PAN ********************** ************* AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PAN TRANSIT ************* IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. PAN TRANSIT ************* WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  
  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, PAN TRANSIT ************* IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.

  We apologize that the customer waited longer then they anticipated for their delivery but we do not guarantee any delivery dates, they are estimates only and subject to change. 
  Because all services were rendered we will not offer a refund. We are happy to provide the customer with claims information for any damages they have. Thank you. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22651554
  
  I am rejecting this response because:

  The company misled us into obtaining their services, and the contract was signed without a clear explanation of the underlying terms and conditions. The company failed to explain the process in detail and only provided the movers' names a few days before the move, leaving us with no opportunity to research the contractors or cancel and seek alternative transportation. I am requesting a refund or compensation for the delays in service and the damages to our property.  

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

  Business Response

  Date: 12/10/2024

  To Whom it May Concern: 

  The customer signed a Bill of Lading with notification of their assigned pick up team listed in April and their pick up was not for another 3 months. We are happy to provide claims information and compensation in the amount of $50. Should the customer accept the offer for compensation we request a mailing address for the refund check. Thank you. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22651554
  
  I am rejecting this response because:

  As evident from reviews across multiple platforms, the *************** you partnered with have consistently received one-star ratings. These reviews, accompanied by testimonies and pictures, reveal a clear pattern of property damage and poor service. Despite being promised a high-quality moving experience, we endured one of the most distressing and damaging situations of our lives, severely affecting our physical and emotional health.  
  
  We paid $2,700 for the move, only to face extensive damage to our belongings during the move and storage (which we never agreed to). On top of that, we spent a month and a half sleeping on an air mattress without access to our belongings, incurring additional expenses. Weekly chiropractor visits for both myself and my boyfrienddirectly caused by this ordealare ongoing. Offering a mere $50 as compensation is not only insulting but fails to address the substantial financial burden this experience has placed on us.  
  
  I am requesting a meaningful refund to cover the damages and hardships weve endured. Its worth noting that I am being reasonable by not demanding reimbursement for the full amount I have had to spend due to your negligence.
  
  Sincerely,
  
  ********** *********

• Initial Complaint

  Date:08/08/2024

  Type:Order 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.

  In April 2024, we contacted Pan Transit *** Lines, to inquire about moving our household furniture and personal items from *********** to ********. We were quoted a flat fee of $5,959.00 and was told that we needed to pay $2,097.45 as a down payment. On April 18, 2024, we paid the down payment as requested. We were always left with the impression that Pan Transit would be moving us with the utmost care and professionalism. At all times during the many discussions, we were told that Pan Transit would come to our home, pack and transport our items in a professional manner. Then, on June 27, 2024, the day of our move, another company showed up with two movers in a U-Haul truck. This other company charged us an additional $7,000 plus dollars to move and transport our furniture and belongings. This other company did not have proper moving equipment and was grossly negligent in the manner in which they handled our property. They broke many items, broke our family heirloom china, broke furniture, broke picture frames, lamps, and other items. Our living room furniture was heavily soiled due to their failure to properly wrap the pieces. When I inquired whether they were going to wrap my furniture, the worker said, "Yes", but failed to do so. In lieu of using wardrobe boxes, this substandard company folded all our clothes in boxes; including suits.Upon arrival in ********, we noticed that our furniture and other items were packed in another white, unmarked truck. We were told that we had to pay additional monies or our items would be taken to storage. As a result, we were forced to pay additional monies to a company that we did not hire. This subpar company also failed to properly install our King size bed.This move was the WORST experience in our entire careers. We are prior military and we are quite familiar with professional moving services. This company is very deceitful and gave several misrepresentations about their services.

  Business Response

  Date: 08/08/2024

  To Whom It May *********************** are in receipt of this customers complaint. Please be aware the customer signed and agreed to an estimate of costs. If the customer has additional items or services required at the time of pick up a revision of cost is provided for them to accept or decline. The customer accepted the revision and services were provided and listed within our contract. Thank you. 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22114485
  
  I am rejecting this response because:

  1)  This companys response didnt address our concerns;

  2)  We were forced to enter into another contract with the subcontractor due to  time constraints, airline tickets, realtor contracts, post office address changes; timely notices, etc. We couldnt afford any delays;

  3) Pan Transits advertisement fails to state that they are brokers who subcontract with other companies. The ad indicates that Pan Transit is the primary moving company; and

  4) Our initial contract was with Pan Transit. We paid Pan Transit the deposit; not any third party.  

  
  Sincerely,
  
  ******* & La Quetta Golden

  Business Response

  Date: 08/12/2024

  To Whom It May ***************** have received the customers response. Please note the contract the customer signed fully indicates that we are a moving coordinator and not a carrier. We have listed these sections below:

  4. CUSTOMER HAS HIRED PAN ********************** *** LINES LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, PAN TRANSIT *** LINES LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. PAN TRANSIT *** LINES LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  
  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, PAN TRANSIT *** LINES LLC IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHO CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.

  The customers price increased based on their services required which is also listed in their contract: 

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PAN ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT PAN ********************** *** LINES LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.
  

  We have emailed claims information to the customer and have also listed it below for the damages the customer is stating. The customer must file a claim in order to be processed for compensation. Thank you. 
  

  The claims process is simple. Please visit Movingclaims.net to file a claim. You will need to put down the carrier who serviced your move on the form.   Please be sure to have a thorough account of damaged or missing items, only one claim can be filed per customer.
  For the carrier's information, please be sure to look at your Bill of Lading received at delivery.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22114485
  
  We are rejecting this response because:

  1)  The CSR, ***************************, always led us to believe that we were only dealing with Pan Transit.  No where in my contemporaneous notes does it mention anything about a subcontractor.  (See attached notes)

  2.  A one-third down payment was payable to Pan Transit and not to a subcontractor. (See attached check)

  3. Through their website, Pan Transit always presented itself as the actual carrier.  Their advertisements do not mention anything about them being a broker.  
  

  4.  Pan Transit has willfully engaged in false advertising, misrepresentation, deception and misleading statements.  This scheme was designed to take our money and in return, Pan Transit failed to provide us with  professional moving services. 
  

  5.  If this matter is not amicably resolved, we intend to take this matter to a higher authority.  

  
  Sincerely,
  
  ******* & La Quetta Golden

• Initial Complaint

  Date:07/16/2024

  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.

  We were shopping moving companies to move from ******** to *******. The quote we received after a VERY detailed inventory list was $6600. The day before our move we were told the cost would be an additional $4000, even though we had less items and cubic feet than were stated on the initial inventory. We sold and donated several large pieces of furnitures, recliners, tables, a bed, accent chairs, bikes, etc that we no longer needed to ship. We had an additional 10 bins that were not on the initial inventory. Overall less items and space needed. To avoid the additional costs that we were going to incur the following day, we rented a U-Haul trailer and filled with 30 boxes, bikes, scooters, tables, etc so they could not try to charge us the extra $4000 on moving day. On moving day, the *******/supervisor walked through the house in under 2 minutes and said there is not way I can move this for $6600 or he would be fired. He said it would be an additional $3000-$4000 because of the mileage that they knew about ahead of time, the tool boxes in garage that they knew about, and wrapping 5 pictures that they knew about. It was purely an attempt to take advantage of a customer that was in a time sensitive situation. Completely a scam. The additional charges to move would have been an extra $6000-$8000 above the original agreed upon amount. Because I couldnt afford the additional cost i told the movers they could not continue with the move. For this reason my initial deposit was non refundable. This has been a very stressful process for my wife and I, as we feel that this process was a scam from the start. We are requesting our deposit back, with no luck. Very disappointed.

  Business Response

  Date: 07/22/2024

  To Whom It May ***************** are in receipt of this customer's complaint. As can be read in your contract, if you have any additional pieces, need additional packing services, have additional weight, or require additional labor services your price is subject to change and you will be provided with a revision of cost. 
  
  
  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PAN ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT PAN ********************** *** LINES LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.
  
  
  
  If you decline the revision and refuse services you do forfeit your deposit. This was signed and agreed to within your contracts.
  

  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE *** OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY PAN TRANSIT *** LINES LLC, IN WRITING TO *****************************.

  We did attempt to render service and the customer declined and sent the driver away. No further action will take place. Thank you. 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21997046
  
  I am rejecting this response because: we rented a trailer and had less items than originally inventoried. It is is impossible to claim we had more items as we sold large pieces and packed a full size truck and trailer. This is unacceptable. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/24/2024

  To Whom It May ***************** must stress again that the customers price did not only increase based on additional items. The customer also required additional packing services and bulk handling fees. The customers estimate was for 1379 cubic feet and they required additional cubic footage beyond that space which also prompted a revision. The customer was made aware of this revision and declined services. 
  

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PAN ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT PAN ********************** *** LINES LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21997046
  
  I am rejecting this response because:

  this is why they are wrong. I had less items that needed to be shipped, than what was agreed upon on the original inventory list. I sold many items and also rented a trailer. My cubic ft was closer to 1100 after these items were removed. I had no additional wrapping needed. I was unaware that there were additional charges for the 2 tool boxes. This was never explained and even with the additional charges it should not have been an additional $7000 in costs. That is insane. I could not agree to that as Im sure you can understand. Less items shouldve been less cost. The representative walked through the entire house in less than 2 minutes and had no concern about the items that were no longer needing shipped. He was strictly focused on additional fees and stated he would be fired for completing this delivery at the cost agreed upon. Even though it was less items. Not more as you are claiming. I can give you a list of all of the items that no longer needed shipped if you would like. We have the exact numbers of everything. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/11/2024

  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.

  This company scammed us into paying 33% more than the original quoted price. Lost items during the move and provides ***** of contract paperwork to hide hidden cost and limit their liability for lost or damaged items they move. The company knew my daughter was in a high-rise apartment building and never considered bringing up the fact that they charge a long haul charge increasing the cost by $475. Additionally i contacted them to see when they were going to come and pack and move my daughter and they said there would be an extra charge for packing and it was not included. At this point I knew they were scammers and requested a full refund and they would not refund my money even though nothing had started. I am requesting the company refund me the extra charges and pay my daughter for the items they lost according to the item values not $0.60 per pound and hidden in the ***** of contract paperwork. They are also blocking access to my documents so they do a good job of hiding content that can be used against them too. This company is deceitful and needs to be penalized for their business practices. They want to compensate us $60 for $1,400 worth of medical and non-replaceable personal items they lost!

  Business Response

  Date: 06/14/2024

  To Whom It May ***************** are in receipt of this customers complaint. Please review the following information within the customers signed and agreed upon contracts which we have also provided as we are not blocking them from any documents. 
  

  A bulletpoint of additional fees listed on the first page of the customers contract, Most movers within the *** TRANSIT *** LINES  LLC network perform the pickup and delivery using a tractor trailer (18 *******). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. ******* services begin at $300.00.

  In that same section is also, If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
  Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included

  Also ****************** cargo protection up to $10,000 based on 0.60 cents per lb. per article and 4. CUSTOMER HAS HIRED *** ********************** *** LINES LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, *** TRANSIT *** LINES LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. *** TRANSIT *** LINES LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  The customer signed a contract that had a 72 hour window of cancellation from the time of booking. This ************************************************************************************************************************************** that time frame they can also elect to cancel and receive a refund in full. If the customer cancels outside of that window no refund of the deposit is offered. You can see in the attached documents the customers signature agreeing to all these terms. 
  We have addressed all of the customers listed issues and listed in the contract where they were written and applicable therefore no changes can be made. Thank you. 

• Initial Complaint

  Date:06/01/2024

  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 had a binding estimate with Pan Transit under Job No. P6988372 for $6651.45. I was told that they would send someone several days prior to the actual move to re-inventory everything. I actually got rid of quite a few large pieces of furniture that were on the original list. I was expecting a reduction in the original estimate. I gave them my deposit. Despite my contacting them ************** no one was sent until this morning. I have to be out of here today. I now have a brand new binding estimate of $10,876.05. This will devastate me financially. I have no choice but to pay it, as my stuff has to be out today. If they had sent someone out in advance, as promised, I would have simply disposed of all of possessions and not have moved them. To do this to people on the actual day of moving is unethical. I have been crying all morning, not that anyone cares about that. I vetted PAN TRANSIT through BBB. A plus rating. I thought I was being prudent. Stressful enough to have to move. PAN TRANSIT has turned it into a financial nightmare for me. I cant imagine Im the first to suffer at their unethical hands.

  Business Response

  Date: 06/03/2024

  To Whom It May ***************** are in receipt of this customer's complaint. We would like to begin by correcting the customer's statement about our rating with the BBB. We are currently rated at a B- not A+ as the customer stated. 

  We do not offer a service where a representative comes out to do a physical walk through prior to pick up. We do offer a revision with our ***************** team if there is availability. Typically, customers receive any final revisions the time of the driver's arrival for pick up if it is necessary, as this customer did. If the customer has additional items and services that are required in order to complete the move they will be provided with a revised cost for the relocation. While we do understand that the customer is stating there are some items they were going to remove from their original inventory list it is clear that the customer had many more items that had not originally been listed that caused the price to increase. In the customer's contract it does state that the customer's price is subject to change should they need additional services beyond what their original estimate states. Thank you.

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PAN ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT PAN ********************** *** LINES LLC HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21789124
  
  I am rejecting this response because:

  PanAmerican hired moving Mania, a two star moving company to move me.  They arrived the morning of my move, doubled my quote, and I had to accept it as my house was closing the next day.  They sent two men for the job.  I paid close to $2000.00 for the premier package of packing me up and unpacking on the other end. Original quote $900.00. Without him seeing what had to be packed.  As you can see, they had no idea how to pack.  There is no way these boxes arent going to be destroyed, because they have to be loaded one on top of the other.  They had to dismantle some furniture. I was finding screws all over that I have no idea what they go to.  Wood chips all over, from my furniture being scraped.  I have 5 TVs. They were supposed to use special TV boxes.  What they used were just plain ********** boxes.  They gouged my wall and chipped my tile.  They tried to hide the chip by courting it with a piece of cardboard and tape.  I will have to pay the new buyers for those repairs.  I have been advised that more than likely, I will be charged another up charge when it is delivered, without the chance to assess any damage.  They simply wont release my stuff before I pay.  PanAmerican is responsible for hiring a 3rd rate company.  They are responsible for all of the damage and angst I have suffered. I hired them.  Not Moving Mania.  What they have done is unscrupulous at the very least and should be criminal.  See downloaded photos.  I also have a video.
  
  Sincerely,
  
  ********* Libro

  Business Response

  Date: 06/14/2024

  To Whom It May ***************** have already previously addressed the customers complaint regarding price increase. The response for pricing does not change. 
  

  We are happy to provide the customer with claims information should they require it for any damages. If the customer is in need of claims information post-delivery we ask that the customer send us an email with a request for claims information and we will email it accordingly. Thank you. 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21789124
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  ********* Libro

• Initial Complaint

  Date:05/09/2024

  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.

  Was told by one representative that the cost would be one thing. When they called me back, the costs almost doubled. When I tried to explain that I felt like I was being swindled, they spoke over me so that I could not talk. I hung up and called support. They did the same thing and told me not to call back. I want to part ways and receive a full refund.

  Business Response

  Date: 05/13/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please be aware more than one representative of Pan Transit Vanlines did attempt to explain to the customer why the cost did increase and each time the customer would begin to speak over the representative as soon as they began to explain the answer to his question and then accuse them of speaking over him. The customer's original estimate had 89 pieces on the inventory list and a 729 cubic footage estimate for those items. The customer signed and confirmed on his contract that he had read and agreed to all terms including that the inventory list was accurate to the best of his knowledge. When the customer was called to do a review of their inventory list the customer's item count increased to 147 pieces on the inventory list and a 1292 cubic footage estimate for those items. We did explain on each occasion that the price increased due to the 58 additional items that the customer added. We cannot add 58 additional items for free. 

  At this time we will not offer a refund based on the cancellation policy that the customer signed and agreed to which states all requests for cancellation must be made within 72 hours of signing the original estimate. The customer signed their original estimate on 2/15/2024 so they are well outside of their cancellation window. Should the customer wish to not lose their deposit we are happy to revert back to the customer's original estimate for 729 cubic feet with 89 pieces. It is important to note that if the customer exceeds 729 cubic feet at the time of pick up the price will again increase based on their contracted rate per cubic foot. If the customer does not want to move forward with these options we will accept this complaint as notification of their cancellation and will advise the carrier accordingly to remove the customer from the schedule. 
  

  We have attached all contracts pertinent to this complaint for review as well. Thank you. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21690519
  
  Dear Sir/Madam,
  I am writing to dispute the claims made in your recent letter regarding the increase in cost for the services of Pan Transit Vanlines LLC.
  
  Firstly, you provided false statements in your response to the BBB. It was the other way around. My wife witnessed as I tried to understand the situation while two different representatives would talk over me, one of which is in customer support no less. It is important to note that communication is a two-way process. If I was speaking over the representatives, it was due to frustration from not being able to understand the sudden increase in cost as well as not being able to get my words out without being interrupted. It is the responsibility of the service provider to ensure that the customer fully understands the terms and conditions of the service, including any potential increases in cost.
  
  Secondly, the increase in the number of items from 89 to 147 is significant. However, it is not clear how this led to an almost doubling of the cubic footage estimate from 729 to 1292. The correlation between the number of items and the cubic footage is not linear and should not have resulted in such a drastic increase in cost.
  
  Furthermore, I felt there was a lack of clarity and transparency in the initial representation of the items. During the initial call, there were a lot of generalizations, and it was only during a subsequent call with a different representative that more details were requested, leading to an increase in the quote. This felt misleading and contributed to my dissatisfaction.
  
  In light of these issues, I would like to reference some legal points that *** be relevant to this situation:
  * Inventory ***************************************************** (*****) regulations require that the inventory list provided by the moving company should be accurate. The discrepancies in the inventory list that led to a significant increase in moving costs could be a violation.
  * Transparent Pricing: The ***** mandates that moving companies must provide clear and transparent pricing information to their customers. If the pricing information was not clear or if there were hidden costs that were not disclosed upfront, this could be a violation.
  * Cancellation Policy: While the ***** does not specifically regulate cancellation policies, it does require moving companies to act in good faith. If the cancellation policy was not clearly communicated or is deemed to be unfair, it could potentially be a violation.
  * Dispute Resolution: The ***** requires moving companies to have a dispute resolution program in place. If the company is not addressing complaints adequately or is not offering a fair resolution, this could be a violation.
  
  I would appreciate it if you could reconsider your stance on not offering a refund. I am clearly unhappy with the service and it would be in the best interest of both parties to come to a fair resolution.
  Thank you for your attention to this matter.
  
  References:
  *************************************
  Regulations | ***** (dot.gov)
  **********************************
  Regulatory Guidance | ***** (dot.gov)
  
  
  Sincerely,

  *************************

  Business Response

  Date: 05/14/2024

  To Whom It May ***************** are in receipt of the customer's response. Please be aware that the statements we have provided regarding the customer's combative behavior during phone calls are not false and are accurate and true. We can also state that the team members of the employees the customer was speaking to can also attest to this matter. But this is neither here nor there because it will not change the facts of this file. 

  The increase in the number of items is significant and is based on the types of items added for the cubic footage. Obviously, 50 3 seater sofas would be a much higher volume additional than 50 small boxes. This is reflected with the cubic footage. The customer's items that were added increased the estimated space needed to 1292 cubic feet. 

  The customer signed a contract at the time of booking that confirms that all the information listed within the contract is true and accurate. This includes the inventory list that the customer provided. We do not create the inventory list on our own accord, it is provided by the customer listing said items and a list being created. The customer also has a ************************************************************************************************************* elect to cancel for a full refund. The customer is well outside of that 72 hour cancellation window and therefore not eligible for a refund. So, in respect to the "legal points" the customer has addressed:

  -The customer provided the inventory list to our company. The customer also confirmed via signature that the inventory list that they provided us was accurate. The violation would fall in the hands of the consumer due to misrepresenting the inventory list that they needed a quoted cost for. If the customer's inventory list had not changed the price would not have changed either. 
  -The pricing is clear and transparent on the customer's contract. You can clearly see that the customer's rate per cubic foot is $3.00 and there is a 12% fuel surcharge. This is on every document the customer has signed or received. That cost has not changed. The price will obviously increase at the $3/cf rate if the customer requires more space but that rate will remain the same. 
  -The cancellation policy is CLEARLY listed on the customer's contract. It is listed in large bold black lettering at the very top entirely separate from the contract. The customer must sign and agree to this cancellation policy upon booking. The cancellation policy is also within the body of the contract. The customer has a 72 hour cool down period in which they can further read the details of their contract and request a refund if they do not wish to move forward. The customer signed and agreed to this cancellation policy on 2/15/2024 and requested a cancellation on 5/9/2024. This is almost THREE MONTHS past the date of signing the contract. There is nothing unfair about this cancellation policy. A 3 day cool down period is more than fair and all the ********** of ************** requires. Per the FMCSA/DOT the customer has 3 days from the signing of their Bill of Lading to request a full refund. This signature also took place in February as van be seen in previous attachments. So, per our governing authority, we are well within our right to decline this customer a refund. We have offered a fair resolution by offering to allow the customer to move forward with their original contracted space should they wish to. This will be the only resolution we will offer as we are well within our rights to do so. Should the customer wish to move forward with their original space reservation and accept the resolution we will keep the customer on our schedule for the original cost. Should the customer reject our response we will accept this as his cancellation and remove him from our schedule. Thank you. 

   

  Customer Answer

  Date: 05/16/2024

  Complaint: ********

  I am rejecting this response because:

  Your company is in clear violation of several ******************************************* FMCSA regulations as well as possible ************ of *********** and ******** Services (FDACS) regulations. A complaint will be lodged and will remain on your record for these violations. As well, an investigation will be conducted into your practices by the appropriate DOT officials. I can see that there have been quite a few complaints surrounding your practices especially around your Estimates/Final Charges and Deceptive Business Practices.

  For your reference, here is a summary of the complaints received in the past three years:
  Name: PAN TRANSIT VANLINES LLC
  USDOT Number: 3697159
  MC #: 1292171
  
  Year Total Complaints
  2022 2
  2023 33
  2024 5
  
  Estimates/Final Charges 1 28 5
  ******** Complaint(Deceptive Business Practices) 2 29 3

  Given these circumstances, I am urging your company once again to refund the total deposit amount of $1,225 in a timely manner.
  This will allow us to conclude our business relationship in a professional and amicable manner.

• Initial Complaint

  Date:05/05/2024

  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 began looking for movers in early March, to move my belongings from *********** ******** to ********* **********. I had found a moving company that quoted me $4,000, for the entire move. I continued looking to simply compare quotes. Pan transit asked if they could review the quote from the other company- telling me that such a low number seemed fishy. The employees name was *******. He told me that such a low number was impossible, and that what would happen would be that I would agree to the number and then get screwed over with hidden fees, and last minute add ons. That his company had no hidden fees and while the quote was higher with this company it was because they were honest and wouldnt s**** us over after the fact. I felt like they cared and were looking out for me. They quoted us at 4988. I agreed and paid the deposit of around $1788. I was told that our things would be delivered May 1st. I said they could come any time, as long as our things would arrive that day. He suggested April 21/22nd just to give us some wiggle room after an additional follow up call I added on more boxes, and my price went up almost 2k. I was upset, but understood I guess. The movers arrived on April 24th, now two days late. Told me there was no way my things would arrive on time, that I need TWO trucks for the move, and that it would cost me NO LESS than 15k. I called *** transit obviously furious, and asked for my money back so that I could go with another company. I was screamed at and told no- I was forced to leave behind MULTIPLE pieces of furniture, even though ALL items were given ahead of time in my inventory list. When all was said and done I was charge $21,000.00!!!!! All of my savings wiped away. I was completely devastated. They offered a $500 refund for the inconvenience, which I have not seen. This company lied to us from the very beginning. They should not be in business. No one will answer any further phone calls and all contracts have expired I want my money.

  Business Response

  Date: 05/07/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please be aware that the customer signed a contract, attached with this response, that reflects a pick up window of 4/22-4/24. Customer was made aware well in advance that pick up would take place on 4/24. There was no delay to pick up dates. The customer was provided an estimate for 1079 cubic feet. The customer ended up with close to 4000 cubic feet at the pick up location which is what caused such a large increase in cost. We have already provided the customer the $500 in compensation by refund via Zelle and have also attached proof of that. Based on that information, we respectfully request that this file be closed as resolved. We have been in contact with this customer and did just speak with them yesterday regarding the refund. Thank you. 

• Initial Complaint

  Date:05/03/2024

  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 was quoted a price upon my delivery today then within 30 minutes of delivery they said they couldn't deliver because of trees and other excuses. They said it will cost ****** dollars more to get my furniture with a uhaul truck. I am grateful for my furniture but I shouldn't have to pay more money for their poor planning. They took my money fast without any research . I would love a refund

  Business Response

  Date: 05/04/2024

  To Whom It May *********************** are in receipt of this customers complaint. As we have explained to the customer, due to their delivery address being on a one way street with low hanging trees a tractor trailer cannot safely and legally park. The customer signed a contract which states the following, Most movers within the *** TRANSIT *** LINES  LLC network perform the pickup and delivery using a tractor trailer (18 *******). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. ******* services begin at $300.00.

  All long haul deliveries are done in a 18 ******* and therefore it was not poor planning as that is only what is to be expected. We did provide the option to the customer to meet the trailer at a safe parking lot location where they could unload into a truck or van supplied by the customer for no additional cost but the customer declined. We cannot offer a refund for an applicable charge. Thank you. 

• Initial Complaint

  Date:04/24/2024

  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.

  Pan transit *** lines quoted me 2200 for a move between milwaukee and dallas.3 days before the move they called me and automatically increased my quote to 2800 and even mocked my signature to get that new contract legalized.I called to complain many times but their customer service was even more rude.

  Business Response

  Date: 04/25/2024

  To Whom It May ***************** have spoken to this customer at length. This customer added additional items which did cause their price to increase. The customer signed the contract themselves, which can be clearly reflected by the ** address, and also made an additional payment which if the customer is stating he did not sign he would not have elected to make the additional payment. The customer is stating that he did not sign the contract because he now does not want to utilize the contract he signed. We already explained that we cannot make any additional changes but we did provide a $100 discount to the cost. We have attached the clearly signed contract by the customer. 

  Customer Answer

  Date: 04/25/2024

  I stand corrected.

  the driver has upcharged me an additional 1500 for the samr list of items.

  this is definitely a scam!

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21621477
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/26/2024

  To Whom It May ***************** will continue to offer the $100 discount that has been applied and no more. Thank you. 

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21621477
  
  I am rejecting this response because

  driver upcharged me another 2400 for the same exact list of items.

  theb he proceeded to explain whatever deposit i paid was just a commission and not part of the move.

  does this sound legal to you pan ********************************************* will be a lawsuit thats a promise

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

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 received a quote from a man named ****. I did not want to utilize the company's services after my interaction with ****- he was very pushy. After calling me 6+ times a day for multiple days in a row, **** left a very unsettling voicemail. I will quote it. This was the only voicemail he ever left and, my guess, is specifically because I did not answer his calls:"******! ******, your mother would be very disappointed in you right now. Your mother would be VERY disappointed. My mother did not raise me to be rude. That's just... ******... OK bad karma is coming your way. I gotta go bye." - **** with Pan Transit *** Lines I called the company, and they assured me that **** would no longer be working for them anymore. After further research, however, I feel that filing a complaint with BBB is important because it appears that there are several "brokers" who work directly with the clients giving quotes and scheduling movers for clients who are giving several people a very hard time. This voicemail was completely inappropriate and I wonder how many of their other employees feel that this threatening tone is ok to give people. I also see a lot of people saying that the quote that they were given was $3000, but then they had to pay closer to $5200. I find this to be incredibly suspicious because the quote that was given to me was $3000. Excessive harassment, several reports of scams, and several reports of these pushy "brokers" disappearing after the customer makes the payment makes me feel incredibly uneasy and I wonder if this company should have a better system for accountability and integrity of employees.

  Business Response

  Date: 04/23/2024

  To Whom It May *********************** spoke with this customer today regarding this specific situation. We did assure the customer **** would be directly addressed and that the customer would not receive any additional phone calls. The customers file has been removed from our system and the number is on our do not call list. It is not reasonable that the customer is requesting a resolution for other customers that have no affiliation to their file. Each scenario is dealt with accordingly and solutions are offered on a case by case basis. We have addressed the specific scenario that the customer DID experience and make full guarantee that no further contact will be made. Based on this information, we respectfully request that this case be closed. This is not a customer but a prospective customer and not other solution is possible. Thank you. 

  Customer Answer

  Date: 04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************