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:04/05/2024

  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.

  For my move on April 3, 2024 I was given an original quote of $3000. Days before the move, I was called by an agent and went through the move to verify the items being shipped. Because I needed 80 cubic feet more of room, my estimate went from $3000 to $5200. Most of the increase is in the origin/destination fee. I had no choice to dispute because I had less than five days before the move and if I canceled I would have lost my $1600 deposit. I have no problem paying more for extra cubic feet of use but a $2200 increase is unreasonable for 80 cubic feet of increase usage.

  Business Response

  Date: 04/05/2024

  To Whom It May ***************** are in receipt of this customer's complaint. When adding additional items the space will increase. This increase in space requires additional scheduling and routing for the customer's items and space on whichever truck they are assigned. Unfortunately, last minute changes can be harder to accommodate and therefore more expensive to make happen. The ***************** team does their best to provide the customer with the lowest cost possible. 

  Customer Answer

  Date: 04/05/2024

  Hello,

  I added two documents. One is my original estimate given to me by Pan Transit *** Lines. The other document is the final bill of lading provided by Pan Transit *** Lines four days before the move. I was told that the increase is due to the extra 80 cubic square feet of space needed and the additional packaging. That I am fine with. What I am upset about and why I am filing this complaint is because the origin/destination fee increased by $1500. Please explain why there is such an increase and why this was not part of my original estimate? 80 cubic feet more of space results in extra origin/destination fees of $1500? I am struggling with that markup in cost. I felt under pressure to sign the bill of lading since it was four days out from my move, I already paid a $1600 deposit which I would have lost if I canceled and I did not have time to find a new mover in four days since my Mom was leaving the apartment and was flying out to live with her daughter. I arranged this move from my house in ***** and I do not have anyone else in ****** that could have stayed and assist with a long distance move if I declined the additional fees and Pan Transit canceled on me. Please explain the large increase in the origin/destination fees please. From what I am now reading, this seems to be a consistant practice with Pan Transit *** Lines with other customers as well. 

• Initial Complaint

  Date:04/03/2024

  Type:Product 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.

  ***WARNING***I submitted a request online and was contacted by a guy named "****" He was super cool and friendly, said he would be there with me from beginning to the end of the process because he knew i had already dealt with a few companies that appeared to be illegitamate. So in the beginning all seemed to go well. I provided a description of my items and was quoted a price, and paid half (*******) of the original quote which was $2428. **** was very customer friendly and even gave me his personal cell, to call after hours if needed. This guy did everything to get the sale, but once my money was paid the service changed. I was told my stuff would be delivered to the city where I moved to and held in a local storage facility until I am ready for my items to be delivered to the new address. This was a total lie. I was bamboozled by the carrier/movers. I explained to movers when I needed my items there, and thought there was an understanding but there was not. Movers showed up with half the truck filled already, I was charged an additional $1763 for half of a small sized truck. I've moved into ************ in ******* on the 1st of April, and my stuff is still in ************, ** and has not even hit the road yet. I have no date just a range of 21 days from the *** (first available date) of deliver. I contacted "****" for some assistance, he answers and says "You got the wrong number" I was like "wow really?" So the carriers contracted by PanVanLines changed my *** to 3/23/24 from 4/1/24. I was told my stuff would be there within 3-21 days. I am hoping to have all my stuff delivered, and unbroken before getting married on 4/20. Please pray for us and be careful with PanVanLines. They switch up on you after they have your payment. Plus dates need to be confirmed, as they are not movers, they provide info to 3rd party carriers. So after paying ******* already, I still owe ******* and have no idea when my stuff will arrive. Be careful and get full details.

  Business Response

  Date: 04/05/2024

  To Whom It May ***************** are in receipt of this customer's complaint. We have checked with the customer's assigned carrier and they have advised us that as of 4/3/24 the customer's items were in ********************** for delivery. The time frame for delivery is an ESTIMATED 3 to 7 days assuming there are no unforeseen delays. It is important that we stress this is an estimated window for delivery. The customer's driver will call approximately 24 to 48 hours before the actual date they plan to deliver to coordinate with the customer. As the customer has requested, the job is en route to be completed. Thank you. 

  Customer Answer

  Date: 04/05/2024

   
  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,
  
  ***** *********

• Initial Complaint

  Date:03/15/2024

  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 reserved my move from MO to CA with Pan Transit *** lines. I had to put my move off by one week but they did not tell the movers, who called me, ready to pick up my items and were angry with me that they move was rescheduled. I had no idea who they were so could not have told them regardless. Then, the move was supposed to be on Sun. or Mon. (2/12/24). No one called me with a window of time for pick up so I called on Friday, was told I would get a call. I heard nothing so called again on Sun. & was told the movers would come Mon. Then, about an hour later, movers just showed up - without me ever being provided a timeframe. Then, the mover almost tripled the sq. footage. So I called and, with the mover listening, and went over my items with Pan Transit. The mover would not take my stuff for the price, or even close to the price, I reserved for the move. I was told he could come back the next day if things got worked out. My move was then rescheduled, with a different company, for 1-3 days later. However, I called in with some questions, did not get answers. Instead, a lady who was a director or something got on the phone and just told me I had cancelled my move (when the driver left the Sun. prior) and so I forfeited my deposit - despite the fact that I did not cancel; everything was on track for the rescheduled date; and the contract says I can still use my deposit for up to 2 years. She and the other representatives I spoke with were rude, hostile, uninformed, misinformed, and they are trying to steal $1,000 of my money without having ever provided a service. I had to schedule with a different moving company, who provided the same cubic feet I initially got with this one and guaranteed that so I know the cubic feet was actually right. This company is awful, terrible, horrible and I want my money back.

  Business Response

  Date: 03/16/2024

  To Whom It May ***************** are in receipt of this customers complaint. We have corresponded at length with this customer regarding their request for a refund and the reasoning for denial of said refund. The customer has clearly stated that the driver was there and that the items were not picked up due to their denial of services. The items were not picked up because the customer declined the pricing the driver gave them and did not allow him to move forward with loading their items. Very simply, that is a refusal of service. If the customer did not refuse service the customers items would have been loaded and in possession of the moving company. The customer told the driver they did not agree with the estimate he provided to them upon his arrival and declined moving forward on 2/11/24. When we advised the customer that they had forfeited their deposit they became EXTREMELY abusive and combative verbally which caused use to have to advise the customer that all communication should be by email so our employees were no longer subjected to the customers aggressive and abusive treatment of our team. Based on our cancellation policy this customer is not eligible for a refund. 
  

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ******************************* no later than 72 hours of electronically signing the Pan Transit *** Lines agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace ****** of signing the original contract are non-refundable, however; the deposit may be applied to a future move with Pan Transit *** Lines within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the Pan Transit *** Lines agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Tuesday, 02/06/2024 03:52:08 PM (ET)
  Document Signature Name: *************************
  Document Signature Email: *****************
  Document Signature Date: Tuesday, 02/06/2024 05:02:46 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

  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 *****************************.

  
  

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21440302
  
  I am rejecting this response because:

  First, the mover wasnt supposed to be there that day. He just showed up out of the blue and I had been given no notice, which I was supposed to get. Second, the estimate was way off and the person I spoke to at the moving company wanted to triple what I had been been given from dispatch. And I understand that the estimates are not always perfect, but it was really far off and we went through everything with both companies and its not like I had added anything. In fact, I had taken things off. And another company gave me a very similar estimate and thats the company I ended up going with and I didnt pay any extra for them. So I know that estimate was correct per the cubic feet.  finally, I did not cancel, it was rescheduled. That is in various emails and phone calls. After that, I  spoke to various people about the rescheduled date, trying to just figure everything out and plan for it so it was definitely rescheduled - not canceled. Theres no other way to view this. I did not cancel. The Director lady just decided she didnt want to deal with me and told me, out of the blue, that I canceled (even though we were just discussing the company that they rescheduled my move with) & she said I forfeited my deposit. That is just untrue. Therefore, I still had the right to have my items moved, but they refuse to do so, which is a breach of the contract. They owe me my deposit back.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/18/2024

  To Whom It May ************************ driver arrived for pick up within the customers contracted pick up window. The customer did allow the driver to do a walk-through at which point he provided a revision of cost. The customer rejected that revision of cost and therefore refused services. We cannot offer a refund of the deposit as services were attempted to be rendered and declined by the customer. As a courtesy we can offer $50 compensation. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21440302
  
  I am rejecting this response because:

  The driver did NOT show up within the pickup up window. Thats impossible because I was never provided with a pickup window. In fact, it was only about an hour before the driver arrived on Sunday that I had called in and was told someone would call me with a pickup window for the following day. So the driver was not even supposed to be there on Sunday but rather on Monday, but I was never given a timeframe for a Monday or any day at all. 

  I did NOT refuse or cancel, I rescheduled, which was clearly allowed because I was given a new pickup date & the name of the company doing that pick up. I also Spoke with more than one person on more than one day regarding questions - clearly confirming the rescheduled date. 
  

  I demand my full deposit be immediately returned. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/21/2024

  Im confused as to the point of this process if the business is not held accountable in any way. I did not cancel, I rescheduled and that was confirmed and agreed-upon. They did not even attempt to say that I cancelled until I had called in a couple times with some questions about the rescheduled delivery (because I had so many issues prior to that). I just wanted to make sure everything was on track. They answered my questions, some of them at least, and no one ever said anything about my move being canceled and then I had to call back for a reason - I dont remember and then the director lady got on and kind of talked to me for a little bit and then she got annoyed and just all of a sudden, out of the blue said that I canceled. That is not acceptable. They cannot get away with this.  Moving companies are shady. Ive dealt with them quite a bit, but this was the worst by far. 

• Initial Complaint

  Date:03/06/2024

  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.

  Dear BBB ************ was used for our relocation from ***************** ** to ******** **. Firstly, we were not given a set day of pick up until a day prior to the movers arrival. Secondly, when the movers did come which was on a Saturday, we were told we needed to make a payment via Venmo or Zelle. This was unsuccessful due to the fact that our bank does not operate on Saturdays and does place a hold on transactions such as these. The company refused to accept a check, we even tried to purchase a money order but due to the payment amount being over ***** dollars we could not complete it. ************ was uncooperative and even threatened to unload all of our stuff if they did not receive the additional payment. We did at this point pay over ***** for deposit and additional fees. We had to drive around to various ATM'S to come up with ***** dollars to then have them charge the rest on Monday. Why they could not do this to begin with is beyond my understanding. They forced us to repackage our items into boxes, which were not packaged correctly causing some items to fall out and break. I have never had a moving company be so negligent when providing such a pricey service. With spending close to ****** I would expect the service to be professional and adequate, what was provided was not. I had labeled every box, so when they reboxed them I had no idea where was the items I labeled. On top of all of this, I am unable to locate one of my bedroom TV's, which we spent money on. It was specifically placed in a tv box. I believe because this company uses different companies to load and transport your stuff is why things of this nature occur. The truck that came to deliver our stuff was not the same one who initially picked everything up. This means they unloaded and reloaded our stuff a second time. I would never recommend this company to anyone, they are sales people who are only interested in getting your money for unprofessional services. I would like a refund.

  Business Response

  Date: 03/06/2024

  To Whom It May ***************** are in receipt of this customers complaint. While we do understand that 24 hours notice of scheduling may be frustrating to some it is our standard procedure and the customer is made aware of this at the time of booking. The customer has also signed multiple documents that indicated the forms of payment that are guaranteed to be accepted. It is also written that 50% is due at the time of pick up. With that being said, we provided the customer potential alternate payments so that the move could be completed on that day. 
  We do apologize that the customer had damaged items but it is important to note that the carrier indicated boxes needed to be re-packed due to unsafe packaging and that is when the customer said some items were damaged. If the items were safely packed originally no damage would have occurred. All items must be safely packaged in order to be covered by insurance. We will provide the customer with claims information for any damaged or missing items they may have. Thank you. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21395868
  
  I am rejecting this response because:

  The company made no effort to provide all details regarding how payments and scheduling works. They should have went over the contract or given us more time to review it, instead of ******* us to sign it to ensure a slot for pick up and delivery. The whole situation was handled inappropriately and unprofessional. We did box all of our tv's in tv boxes, So I have no idea what the company is talking about. Why is this box missing? Our Tv should have been delivered and I would like to be compensated for it. If not resolution is met I will look for legal resources to address this. As far as the packages not being properly packaged is nonsense, what the movers did was worse than what I had done. They repackaged not properly, causing boxes to tear upon lifting making it a dangerous situation for unpacking. There was also a language barrier with the movers which added even more difficulty to the situation. As we could not communicate in an effective manner with the movers. We paid a service for our convenience not for the convenience of the movers, so they can come and complain about something we are spending close to ****** dollars for. The movers seemed unwilling to do the job and had a lack of effort with everything. They even left items in my garage. As I stated before I need to be refunded for my missing television and broken glass.

   

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

  Business Response

  Date: 03/08/2024

  To Whom It May ***************** are in receipt of the customer's response. The customer signs a contract that outlines the forms of payment accepted and has a 72 hour cool down period in which they can cancel at any time. This means the customer had 3 days to read the entirety of their contract and ask any necessary questions. We cannot accept responsibility if the customer chooses not to read their contract, that is the consumer's responsibility. We are listing the customer's claims information below so that they can begin the claims process to receive compensation for the missing and damaged items. Thank you. 

  The claims process is simple. Please call Anthem Claims at ******************. You will need to provide them with the name of the carrier who serviced your move.   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: 03/08/2024

   
  Complaint: 21395868
  
  I am rejecting this response because:

  I understand it is our responsibility to review the contract, however it is your responsibility to ensure our items arrive in a safe manner and that no items are missing. I have pictures of how the boxes were put together by your staff and how they fell apart at arrival. This company is irresponsible and unprofessional. As I have stated before they should have done a better job at explaining the service we were paying for which was not cheap and close to ****** dollars. All we had were movers who complained about everything they had to do when they are not working for free. I have never in my life seen a moving company lack service and professionalism as this one did Not only did they put my family in a compromising position by threatening us to unload our stuff after various deposits were made but also endangered our safety with their lack of proper packaging. These boxes fell apart upon lifting and shattered glass fell onto my garage floor. All they want to do is look for ways to charge you more money when it is not necessary. They charged us for boxes they packaged and fell apart. I would like a complete refund of my lost items asap. I would never recommend this company to anyone, they were a total nightmare. Even the movers that came to unload our stuff seemed to complain and even had to be reminded to please put our furniture back together. I am beyond frustrated and annoyed with this entire situation. 

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

• Initial Complaint

  Date:03/06/2024

  Type:Delivery 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.

  from bad business practices to just a complete scam. Once they take your deposit, the sales person, *******************, even goes as far is blocking your mobile number so you have to call from another number. One example, **** and I had very clear and detailed conversation about delivery date, only to find that the actual delivery date would be 7-10 business days AFTER the date we clearly discussed. I spoke with the actual company handling the move and they apologized and said these brokers often mislead and then never answer your calls again after they recieve the deposit - which is absolutely true here as well. Im sure Pan Transit will have a witty response to this complaint, like they do for everyone else. All I can say is avoid Pan Transit, *******************, ****** in customer service and the owner of the company ************************* at all costs. Not worth the brain damage and aggravation.

  Business Response

  Date: 03/06/2024

  To Whom It May ***************** are in receipt of this customers complaint. We do apologize if the customer did not have a thorough understanding of our delivery spreads. We are unable to guarantee a delivery date. We do notate the customers requested delivery date and try to get as close to that date as possible. Our representatives also explained to this customer that ************** was not available and upon booking jobs **************** is able to best assist. 
  We will not be providing a refund because the customers items have been picked up and services have been rendered. We will communicate with the carrier to request delivery as soon as possible. Thank you. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21395712
  
  I am rejecting this response because ******************* clearly intended to mislead the delivery schedule.  In addition, he also blocks his number once the agreement has been signed and deposit is sent, as to even go as far as a this number has been disconnected recording.  The actual transporter apologized and said these brokers are constantly scamming people and never answer customers calls once deposit is sent, but they rely on the brokers to get the business.  The company and the sales person are professional scam artists - Im launching two websites shortly documenting their process. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/08/2024

  To Whom It May ***************** are in receipt of this customer's complaint. The customer's phone number is not blocked as our system does not allow us to do so. We cannot create something that would give the customer that kind of message. The carrier is working to get these items delivered as quickly as possible and we have provided record that the customer did sign a contract that acknowledges delivery expectations. As a courtesy we are willing to offer a $50 discount. Should the customer accept we ask that they provide a mailing address for the compensation check. Thank you. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21395712
  
  ******************* did block my number immediately afterwards in fact I have a recording of the message which I will also be posting on the website.  When I called from my other cell phone, it rang with no issue.  The young gentlemen in the customer support department even said good luck, sir in reference to getting in touch with **** again.  ******************* and the transportation broker, because thats what Pan is, merely a broker, are scam artists.  Even the actual transportation company said this was typical of these types of brokers.  Further, your response is a lie, as I have spoken to the actual transporters who are gracious and honest and they said they have not heard, nor probably would never hear from the brokers regarding my move again.   Im going to launch the websites, with all the information I have collected to prevent others from being taken for granted by this broker, ******************* and ****** at disbatch. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/03/2024

  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.

  Pan TRANSIT vanlines participated in deceitful behavior to gain a profit by misrepenting fact in the written contract. I am writing to file a formal complaint against pan Transit Vanlines for their breach of a verbal contract. On February 8th, we entered into a verbal agreement with the above company for moving services to be provided on March 1st and delivered March 3rd . The terms of the agreement included that the payment would not change and that it was a binding contract, that the truck was large enough to fit all of our belongings, and that the drop off was the Scheduled for the 3rd of March and would not exceed the March 3rd date.Despite Pans transit verbally confirming the contract over the phone on a NY recorded line, Pans transit Vanlines failed to uphold their end of the contract. Pans Transit increaded the prices from $4k to $14k and regired us to pay via Venmo instead of via credit card or check which we agreeded. In addition they failed to keep thier end of the agreement to have belongings delivered by March 3rd and to not alter the service price. During the March 1st pick up it was discovered that the items could not fit in one truck and items were left behind. This cause us to accrue additional fees due to us having to pick get a personal Uhaul.I have attempted to resolve this matter directly with the ************** but have been met with lack of unwillingness to rectify the situation. As a result, I am now seeking assistance from the Better Business Bureau to facilitate a resolution.I request that the BBB intervene in this matter and work with Pans Transit to resolve the dispute and ensure that they honor their contractual obligations. I am seeking a reimbursement of $10,500k.There is also a video of the original conversation with Pans Transit vanlines and copies of the February 8th contract in additional records of conversations. I appreciate your prompt attention to this matter.Sincerely,***************************** ************

  Business Response

  Date: 03/04/2024

  To Whom It May ***************** are in receipt of this customer's complaint. We would like to begin by addressing the customer's statement that they signed a contract that was binding. The customer signed a "binding not to exceed" estimate which directly states that if the customer requires additional space or services their price is subject to change and will increase to reflect that. The customer had an estimate for 907 cubic feet, approximately half of a truck. The customer utilized an entire truck which doubles the space paid for in their contract. Their price increased based on this fact. We have listed the section applicable to this below:

  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 ***** RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD *****, 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.

  The customer also did not have a guaranteed delivery date. We provide estimates based on the customer's requested delivery date. The customer requested March 3rd, this is NOT a guaranteed date. We have listed the section of the contract applicable to this below:

  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICK UP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. PAN TRANSIT *** LINES  LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. PAN TRANSIT *** LINES  LLC WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.

  We did not provide a guarantee that the customer could pay by credit card. We did not even accept credit card for the initial deposit and our contract and the Bill of Lading clearly state and explain our only funds that are guaranteed to be accepted. We have listed these sections below:

  16. UPON BOOKING, UP TO 50% DEPOSIT FEE IS REQUIRED TO BE PAID BY CHECK, ZELLE, OR ELECTRONIC TRANSFER INTO COMPANY ACCOUNT. UPON PICKUP CARRIER MAY COLLECT UP TO 70%. PAYMENT WILL BE DUE IN THE FORM OF CASH, CERTIFIED CHECK, OR CASHIER'S CHECK POSTAL MONEY ORDER. THE REMAINING BALANCE MUST BE PAID IN FULL UPON DELIVERY BY CASH OR POSTAL MONEY ORDER. THE CARRIER RESERVES THE RIGHT TO COLLECT UP TO 70% OF BALANCE DUE PRIOR TO THE ***** LEAVING THE ORIGIN STATE. SUBJECT TO FEDERAL LAW, PAYMENT IN FULL OF ALL CHARGES IS REQUIRED BEFORE DELIVERY AND PRIOR TO UNLOADING.

  PAYMENT TERMS:
  
  Upon booking a deposit is required, the acceptable forms of payment are credit card, cashier`s check, personal check, wire transfer or a Remotely Created Check via payment portal. At the time of pick-up a portion of the  remaining balance is due. The acceptable forms of payment are cash, cashier`s check, or a postal money order. Any other forms of payment must be approved prior to pick up. Upon delivery the balance is due at delivery prior to unloading. The only acceptable forms of payment at delivery are a postal money order or cash unless an alternate form of payment is previously approved. No credit cards will be accepted at delivery under any circumstances.

  Lastly, at no time did Pan Transit Vanlines or any of its assigned employees consent to recording. Our company and this customer's contract are governed directly by the ****************. With that being said, ******* is a two party consent state. Because the customer never advised us of any alleged recordings we will not address them. Thank you. 

  12. IT IS AGREED BY THE PARTIES AS MANDATORY THAT THIS AGREEMENT SHALL BE GOVERNED BY THE INTERNAL LAWS OF THE **************** WITHOUT REGARD TO THE PRINCIPLES OF CONFLICTS OF LAW. ANY DISPUTE ARISING OUT OF OR RELATING TO THIS AGREEMENT SHALL BE BROUGHT IN THE *****S OR RECORD OF THE **************** IN PALM BEACH COUNTY OR THE ***** OF *****************, SOUTHERN ******************* IN ********** *******. IF ANY PARTY DOES NOT HAVE A REGISTERED AGENT TO ACCEPT SERVICE OF PROCESS IN ******* OR IS NOT OTHERWISE SUBJECT TO SERVICE AFTER REASONABLE ATTEMPTS, THEN SUCH PARTY AGREES TO ACCEPT SERVICE OF PROCESS BY **** MAIL.

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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.

  Called to get a moving quote 1-19, pressured over the phone to hurry and give them a deposit or Id lose my move slot on truck. Authorized a debit from account but then called and emailed 12 hours later on 1-20th to cancel service request. I put a stop payment on the debit BUT the company put through the charge using a fraudulent name and it went by my banks stop payment system. Company form I authorized was for PAN Transit Vanlines. THEY used the name PAR (not Pan) to get charge through my bank. I requested a refund and they responded they would send a check 1/25 and it would take over 10 days to cut the check. Company emailed me and stated check will be mailed 2-5, it is now 2-21, twelve days later and the check has still not arrived.

  Business Response

  Date: 02/27/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please note that the customer enters in all their information and once the payment has been processed it cannot be stopped. It is impossible for us to change the name of our company in order to process a payment and we believe the customer is making an erroneous accusation. The customer has not, at any point in our conversations, made us aware of this alleged issue. We request proof of this customer's statement so that it can be forwarded to our payment processing company for clarification. We have explained to the customer that their refund check has been mailed but we unfortunately cannot control the ************* *************** If the customer would like, we are happy to stop payment on the mailed check and mail a new one. Thank you. 

  Customer Answer

  Date: 02/28/2024

  Attached is a copy of the CHECK Pan Trans ALTERED to read PAR not PAN and sent to BofA to get past the Stop payment I had in place.Also attached is a screen shot I took at the time of the transaction showing Pan on the original check that day  

  IF Pan Transit Vanlines will agree to send a replacement refund check OVERNIGHT I would be in agreement and happy with the outcome. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21327793
  
  I am rejecting this response because: 

  Proof of transaction image sent to BBB to show altered name sent through bank system  

  I WILL accept the offer of a new refund check being issued as long as its overnighted to me. 
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/01/2024

  To Whom it May ***************** are in receipt of the customer's response. We have not, however, received the documented proof of "altered" payment. We did not receive an attachment as customer stated was included. We respectfully request that the BBB provide this attachment. 

  Customer Answer

  Date: 03/04/2024

  Check finally received. Post marked 2-23.  Not mailed earlier as business stated to me in emails. Case closed. Unless the check doesnt clear 

  Customer Answer

  Date: 03/04/2024

  Check finally received. Post marked 2-23.  Not mailed earlier as business stated to me in emails. Case closed. Unless the check doesnt clear 

  Business Response

  Date: 03/04/2024

  To Whom It May *********************** advised that they have received their refund check. Please close this case as resolved. We are also still waiting for the customer's documents proving "altered" name. 

• Initial Complaint

  Date:02/12/2024

  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 has been a rough transaction. In November of 2023 I called them to get a quote for our move. I was pricing everything out to see if we should do it ourselves or not. We went through inventory with our furniture and I have never moved before and asked how many boxes he thought I would need. He told me for a 3 bedroom home with 4 people it would be 20 boxes, I was very naive because we were moving in January I had no idea how much we would need. However the person assured me multiple times that that was all I would need. The quote came out to around $3,400, so I went with it. Then I get a call a week before to go through inventory again. I only added a bed and a dollhouse, and this person told me 20 boxes definitely wouldn't be enough, so he put me down for 50. That made the price go up to around $6,800. When they came to pick up everything they started wrapping things up before they had the actual amount so we couldn't really just say no and they said it would be more like $10,000-$12,000. I understand we had more items, but then we were also never told it could take 21 business days to get our stuff until they had already taken it. It was on the form but not pointed out to me and he said it could take up to a week. I had to call multiple times to get any information, the **************** team was so rude and I got yelled at by one female supervisor and hung up on twice by a male supervisor who said "I am very busy, I can't just sit here and listen to your whole life story" when I was telling him my situation. All around it was a terrible experience and the worst **************** of my life. I felt taken advantage of in multiple parts of the transaction and I don't think these people are handling their services well. I originally got them through Budget and I called a guy from Budget and he said they have had lots of issues with them and he was so sorry I was one of the victims.

  Business Response

  Date: 02/12/2024

  To Whom It May ***************** are in receipt of this customers complaint. Please be aware we have spoken to this customer on numerous occasions regarding their complaints. The customers price increased at the time of pick up because they had 166 additional pieces that they had the driver load. We cannot provide the same cost with 166 items not accounted for. That caused the customers price to increase. 
  We have also explained to the customer in detail our delivery spread and that we do not guarantee deliveries unless indicated on contract. The customer has no delivery guarantee indicated. As we advised customer previously, if they can provide proof in writing of a guaranteed delivery time frame we will provide a discount. Thank you. 

• Initial Complaint

  Date:02/01/2024

  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.

  I answered my phone that day and wished I had never. The person on the phone called to give me a quote on a move. I had many phone calls over the week because I had requested a quote on the web.. So I got tried of my phone ringing and answered to see what the deal would be. As the sales person spoke with me on the phone he began to commit on my accent and was just really super nice , as if had I been standing in front of him he would have asked me out. . So we went through everything I would be moving and he gave me a quote. I decided to go with them because he had given me a really good price because I had some bad experiences with previous movers. He said I would receive three phone calls . One would be to confirm my load. I did receive that call and it was another gentleman not as nice as the first guy. So we went through the inventory and I had forgotten a futon and three end tables and some gas weed eaters 3 of them to be exact. Also he put on a 200 fee for a lawn mower and he also add two box springs. He redid the whole estimate which was at a different discount than before it was less and the estimate was double in cost. He wanted me to sign the new estimate and pay an extra deposit. I was annoyed and angry for I felt I was being scammed. I request my first deposit back due to the fact the quote was so much more.! I was scared that it was going to cost me even more when the movers would come because you had to pay when they came and then when they delivered your belongings.!I was not going to be told I owed one ***** more . I demand my deposit back and told the gentleman that this was a crock and that he had did a new quote and that I was not giving the company any more money. He was so rude and arrogant. We argued for about an hour on the phone. I want my money back . You should be ashamed and ask for forgiveness. I want a refund. I was told by the First Gentlemen that my deposit was 100% refundable. That was a lie. He forgot to mention the 72hr window. I made it a point to ask about a refund because of the trouble I had with the other movers which he knew about. I asked him three times and not once did he say anything about 72 hrs. Your contract also says that you could give a refund if you chose to. I would like a refund . ****

  Business Response

  Date: 02/02/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please be advised that we have spoken to this customer at length about our cancellation policy and why they are ineligible for a refund. Our cancellation policy states that once the customer has passed the 72 hour time frame from initial booking their deposit is fully non-refundable. We have listed this cancellation policy along with the customer electronic signature confirming agreeing to the terms for your reading. 

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. should you elect to cancel, written notification must be sent to ******************************* no later than 72 hours of electronically signing the Pan Transit *** Lines agreement. Cancellation requests received within 72 hours of electronic signature of the original contract will receive a full refund, minus 10% for incurred merchant fees. Cancellation requests received after the 72 hour grace ****** of signing the original contract are non-refundable, however; the deposit may be applied to a future move with Pan Transit *** Lines within 24 months (2 years) from the date of the original signed agreement. If your first available pickup date is within five (5) business days of electronically signing the Pan Transit *** Lines agreement, your deposit is non-refundable. The 72-hour policy does not apply to any moves reserved within 5 business days of the pick up.
  
  Document Emailed On: Friday, 12/15/2023 12:49:11 PM (ET)
  Document Signature Name: *************************
  Document Signature Email: ************************
  Document Signature Date: Friday, 12/15/2023 12:53:28 PM (ET)
  Document Signature IP Address: 205.167.188.33
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

   

  We did explain to the customer that the cancellation policy would only be changed when there is an amendment to the cancellation policy listed within their contract, which the customer does not have. If the customer can provide proof in writing that she was guaranteed a refund of her deposit at any time we are happy to honor it. 

• Initial Complaint

  Date:02/01/2024

  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.

  Dear Better Business Bureau On November 30, 2023, I spoke with a sales representative and reserved a move pick up from Pan Transit Vanlines LLC ( proof attached) for a scheduled pick up date for Jan 27 or Jan 28 2023. This was my first time moving to another state and this process has been very stressful. I thought Pan Transit would be the moving company; but this was a bait and switch the actual company was ************************ **************) www.revolutionvanlines.com The day of the move the movers arrived late which caused me to be late to work, the lead mover supervisor was rude and informed me they would need to charge me additional money because I used large boxes instead of medium and I had a few more boxes; even though once the truck was loaded I use the adequate 300 cube feet for my items, I was charged an additional $3.25 x100 cube space. The lead mover also used a strong-arm tactic and indicated I had 10 minutes to decide or he would leave and I need to sign before his team started working at this point I became nervous and decided to sign because we were cutting it close for me to head to work. I continue to ask him to explain the process to me; once I noticed there was a language barrier, I contacted Pan Transit Vanlines to get better clarification and understanding of the increase in price. I informed ****** the lead mover was trying to make me pay more money up front before he started to load the truck. additional complaint letter attached

  Business Response

  Date: 02/17/2024

  To Whom It May *********************** are in receipt of this customers complaint. Please be aware that we have explained to the customer in full the price increase. The customer also signed a contract that does acknowledge if they exceeded their cubic footage allotted in their estimate, they are responsible for the additional cost. The customer was made aware of these costs prior to loading so that they could make the determination on whether they would like to move forward with loading or elect to cancel the move. Unfortunately, because the space was utilized. We are not able to change the cost that the customer is owed. 

  Customer Answer

  Date: 02/20/2024

  
  Complaint: 21209621
  
  I am rejecting this response because: Pan Transit Vanlines LLC was misleading with their services. I thought I was paying for moving services through Pan Transit, but my business was given to a 2nd party moving company (********************) and I was not informed until the day of pick up. When I spoke with ******* months in advance and 2 days before my pickup I was not informed that I could not use a different box size. My complaint is regarding the strong-arm tactic the lead mover from ******************** use with me the day of pick and his inability to show me the exact dimension I was being charged for.  In addition to the switch and bait tactic did upon delivery to the new address while in transit my bins were damaged pictures attached, and the movers did not through away tape it was just left outside in my carport. Pan Transit and Revolution should not be in business.
  
  Sincerely,
  
  **********************

  Business Response

  Date: 02/22/2024

  To Whom It May ****************** customer signed a document at the time of booking which directly states Pan Transit Vanlines is a moving coordinator and NOT the carrier. 
  

  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. 

   

  We will provide the customer with claims information so that they are able to file a claim for damages and receive compensation if they are eligible. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21209621
  
  I am rejecting this response because:
  
  Sincerely,
  Please have pans transit provide a copy of the signed contract. I am no longer able to access the agreement. Again this is a switch and bait company and misleading. All of my communication was with Pan transit when I originally scheduled the move and two days before pick up someone from pan transit called to confirm. I would like to report them to the media 

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