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:02/01/2024

  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.

  I was promised by ***** at ******************************** that my $2889 moving and packing service was all included including materials and packing. He told me that they would take care of everything for me. They repeatedly messed up the Bill of Lading and it had to be corrected from the dates to the amount, but they fixed it.Now it is time to help me move. I find out that it doesn't include packing and materials on the bill of lading estimate that I signed. I didn't know that. I was told it was all included. ***** either did the estimate incorrectly or he told me whatever I wanted to hear as a sales representative to get a commission. I am currently sick today 2/1/2024. They just scheduele my delivery less than 24 hours ago. I'm asking them to: 1) honor the agreement by providing the full service of materials, packing delivery, 2) reschedule the delivery date for 2/2/2024 so I can habe time to get material and package myself, or 3) I'll pay for the extra service provided today but I will rate them a 1 star.They have been very rude to me. They accused me of trying to get services for free. They refused to reschedule delivery without charging me a fee. They even accused me of just telling them lies when I actually have ****** name and his email address, but they continue to treat me as if I'm incompetent, criminal, and just trying to cheat them over.I just want some assistance without being overcharged. I need to move out by either today or tomorrow. Why are they being difficult, overcharging me, and treating me like I'*************** or scam artist when I'm just trying to get some assistance from a misunderstanding that occurred?

  Business Response

  Date: 02/02/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please be aware that while we are able to reschedule moves, if it is within 5 business days there is a fee attached to that change. The customer declined to pay this fee so we were unable to provide a date change. The customer's contract includes blanketing, padwrapping, and tape at no additional cost for packing. If the customer requires boxes to be packed as well as any specialty items there is an additional cost unless previously listed in their contract. Upon review of the customer's contract there is no indication of included special packing services and therefore they are responsible for that cost. 

  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
  Items being transported that are non-stackable, are considered Bulky items. A Bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup. 

   

  While we are unable to offer a refund we have offered to assist the customer with the packing of her boxes should she supply the materials as a courtesy and waive the labor fees. It is important to note this is based on customer providing packing materials. 

  Customer Answer

  Date: 02/12/2024

  They never offered any resolution to me nor did they help me pack or waive any fees for me. Not only that but they picked up my stuff February 2, ****, and I have not received my belongings. It is nearing 2 weeks. I do not have any clothes, no televisions, no furniture. Nothing. I have no idea when I will see my stuff. This business lies. 

  There is no proof they waived any fees for me but I have proof of being ignored and told that I'm just trying to get free services. They also charged me more money and their salesperson lied to me. If BBB really thinks this company acted on good faith then please, by all means, use their services and see how they overcharge. 

  Everything their salesperson told me was a lie. I wish they did waive a fee or at least send my stuff in a timely manner. If I knew it was going to take this long, I would have saved my money and rented a Uhual but I was told they were going to pack for me and provide the materials by the salesperson but that never happened. I was told they break down heavy items then put them together again, but the movers never took anything apart other than my bed and refused to take apart anything else. They also took down my tvs but left the wall mounts in after they told me I wouldn't need my tools, so I had no tools to take the wall mount down myself. 

  Horrible experience and I never get phone calls telling me or updating me of anything. I'm just waiting. 

  Business Response

  Date: 02/13/2024

  To Whom It May ************************ offer for discounted assistance with packing was offered prior to pick up. The customer did not contact us to communicate their desires, so no assistance was provided. We have reached out to the customers carrier and they are working on delivery for the customers items. The customer will receive a phone call the day prior to delivery. it is important to note that the Carrier does have up to 21 business days to deliver the customers items and they are well within that timeframe. As a courtesy, we are willing to offer a $100 discount. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21231739
  

  I accept the $100 offer and don't mind closing out the case I just have a few things to add:

  I did not receive any communication other than text messages from who I believe to be ******. She stopped texting me once I provided proof. Please do not lie about someone offering to waive my fees. I distinctly recall being called a liar that was just trying to get free services and being made out to be someone that didn't just pay thousands of dollars already.

  I also recommend this business speak with their sales representatives. This seems to be a recurring event that Pan Transit continues to has miscommunication with the customers because their salespeople tell them whatever they want to hear to make a sale. 

  If this company wants to build a positive reputation, don't have pushy, lying sales people, estimated nickel and dimed quotes, and then send out a 3rd party to overcharge because customers didn't perfectly exact the amount of items. 

  This may come as a shock to your company, but no one knows exactly how many boxes and how much space it'll take. People will go based off how much will fit in a certain truck. Waiting until the last minute to overcharge so that customers don't have enough time to find other movers because they have to move out of their homes soon isn't going to earn a good reputation. 

  The pushy, deceiving sales people, the rude customer service, the overcharging movers, and the long time frames to receive our stuff is going to bring this company's rating way down. 

  I also recommend informing people that this company is a Broker and there is a 3rd party movers involved. Customers prefer to know and decide which movers will be moving their stuff. 

  It teaches customers a valuable ****** to never trust salespeople or moving companies, to thoroughly read over contracts and make sure all these "verbal" offers and promises are put down in writing. Pan Transit Lines should be ashamed of themselves. They're basically running game and taking advantage of people that are trusting, taking advance of people on a time constraint, and then when they get upset customers, they constantly refer to the contract they have rather than actually provide fair customer service.

  This company needs to do better, treat people better, and most importantly, stop lying. 

  No one was calling me or going out of their way to waive any sort of fees for me or provide me with additional service helps free of cost or contact me multiple times without a response. That is a lie. The lying is very toxic. 

  Learn to take accountability for mistakes, stop duping people that can't perfectly estimate items, stop severely overcharging people, and treat people respectfully. Anything less is going to have your business crumble and filing for bankruptcy as well as being sued.

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

• Initial Complaint

  Date:01/31/2024

  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.

  Hired this company, gave us inexpensive quote, then the quote doubled and they told us our items would arrive in 2-3 days after pickup. They then outsourced our move to another company, who further increased the price and now tell us it will be over a week before delivery and could be longer. It was a classic bait and switch and we never would have hired them if we knew it would take over a week or longer to get our stuff.

  Business Response

  Date: 02/01/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please be aware that the estimate provided to the customer is based on the accuracy of the inventory customer lists. The customer provided 36 pieces at the time of booking. When we reached out to do a review prior to pick up the customer increased this count to 52 pieces. Naturally, if the items increase the price will reflect that. We have attached the customer's estimates. As well as the section of the contract indicating that price will increase due to additional items or space. 

  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 **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT THE **** 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 also explained to the customer that we are unable to provide guaranteed time frames for delivery. We make every effort to deliver as quickly as possible but under no circumstances do we guarantee time frames. We have also listed the section addressing this for your convenience. 

  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.

  The customer has signed and agreed contracts with these terms listed. Based on this, we are unable to offer any refund or billing adjustment. Thank you. 

  Customer Answer

  Date: 02/03/2024

  The company worker show up day of the move and (after being told prior to purchasing the service it would be 2-3 days), also verbally says 2-3 days depending on weather.  The weather is fine.  The company worker then has you sign off on four or five different items--all electronically.  They are many pages long, there is no chance to negotiate any terms and you are completely at their mercy-what can you do not sign it and not move? I had already made a deposit to the company that hired them for over $2,000 and gave their guy over $1,500 in person, so I had no option but to sign.  They could have easily provided all this information prior to showing up in person and having me sign it.  The reason they didn't is I would not have hired them.  
  This is a contact of adhesion, as they basically had me by the ***** at this point.  There was no weather issues, the issue is, they are waiting to fill up the truck to maximize profit.  In the meantime, we have no bed, no furniture, no cloths, no cooking items, etc.  

  As these contracts were provided and signed electronically day of the move, why couldn't they have been provided prior to purchasing their service? I was never told I would have to sign four or five additionally documents day of the move.  Also, they were just guessing at the increase in volume when they gave the new quote for fees.  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21228342
  
  I am rejecting this response because:

  The company worker show up day of the move and (after being told prior to purchasing the service it would be 2-3 days), also verbally says 2-3 days depending on weather.  The weather is fine.  The company worker then has you sign off on four or five different items--all electronically.  They are many pages long, there is no chance to negotiate any terms and you are completely at their mercy-what can you do not sign it and not move? I had already made a deposit to the company that hired them for over $2,000 and gave their guy over $1,500 in person, so I had no option but to sign.  They could have easily provided all this information prior to showing up in person and having me sign it.  The reason they didn't is I would not have hired them.  
  This is a contact of adhesion, as they basically had me by the ***** at this point.  There was no weather issues, the issue is, they are waiting to fill up the truck to maximize profit.  In the meantime, we have no bed, no furniture, no cloths, no cooking items, etc.  

  As these contracts were provided and signed electronically day of the move, why couldn't they have been provided prior to purchasing their service? I was never told I would have to sign four or five additionally documents day of the move.  Also, they were just guessing at the increase in volume when they gave the new quote for fees. 
  

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

  Business Response

  Date: 02/09/2024

  To Whom It May ****************** terms and conditions signed on the day of pick up are already previously listed in contracts signed on the day the customer originally booked. The only changes on the day of pick up is the pricing for the additional items and space the customer required. The customer is provided with the option to take only the items that would fit in their initial space reservation. The customer also had the option to decline services. The customer elected to move forward and agree to the pricing. We cannot change any costs signed and agreed to. 
  If the customer is able to provide written documentation of the guaranteed 2 to 3 day delivery spread we will gladly provide a discount for delay in delivery. If the customer cannot provide written documentation that would supersede our delivery information on our contracts, we will not be able to offer a discount as there is no true documented proof of the customers allegations. 

• Initial Complaint

  Date:01/29/2024

  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 contacted the company for moving a HOUSE and two 10x10 storage units. They listed items is fridge freezer bed room set safes, tables chairs a full four bedroom home ****** with garage and out door items. Even looked at the property to insure the truck would fit. Day of moving a small truck shows up and would not even fit 1/3 of the home. When I called and questioned the situation Jonny *********** me that 880 CC feet was it. This company took advantage of an elderly woman. Leaving elderly couple in the learch. They amount of moneys paid for the job quoted was heartbreaking. Now my elderly parents are scrambling to complete their move. And spend even more money to do what we thought was already going to be taken care of.

  Business Response

  Date: 01/31/2024

  To Whom It May ***************** are in receipt of this customer's complaint. We would like to begin by explaining that the customer was provided an estimate based on the items being moved and the services required. Based on the information that was provided to us by the customer, we provided them with their estimate of cost. The inventory list determines what space will be utilized not the size of a home or a storage unit. We cannot do it based on the size of the locations because what's within a home can vary so greatly. Upon the team's arrival and initial assessment it was determined that the customer had more items than what they originally advised us of which would cause the price to increase. 

  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 **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT THE **** 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 are unable to offer a refund of the customer's deposit and services were rendered by the team arriving to the pick up location. 

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21217235
  
  I am rejecting this response because: 

  After multiple conversations with ******* and ***** before the disaster of the moving day I paid an additional fee of *******. For items I added to me moved.  I am wanting that returned! They didn't even take a 1/3 of the items that were listed.  This was preditory against an elderly woman.  The movers that showed up from ******* were unaware of everything and when showed the printed version they were shocked.

  You will see attached is items requested to be moved.  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/31/2024

  To Whom It May ***************** are in receipt of this customer's response. As we explained previously the customer received pricing based on their inventory for an estimated space. The customer exceeded this estimated space so they were provided with a revision of cost. The customer had the option to take what items would fit in their original space for no additional cost or to go with the revised cost and they elected to go with the revision. The customer agreed to the revised cost by signing the new estimate and moving forward with the move. We are unable to offer a refund of the monies paid but will offer a refund for compensation in the amount of $100 should the customer accept. 

  Customer Answer

  Date: 01/31/2024

  As above you can see what items were to be moved.  This was taken verbally by the sales associate ***************  When items were missed a call was placed and additional items verbally given to ***** for another ******* fee.  

  Customer Answer

  Date: 01/31/2024

  This is a list before the update of what they were to be taking when I attempted to get the final list of belongings they were to transport I can no longer access it.

  I want the additional ******** that they changed be for items that they didn't even take.

  The amount of moneys and time moving because of them far exceeded what I paid them.

   

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21217235
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/23/2024

  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 completed a move from ****** to *******. A sales rep from Pan Transit called to make an estimate based on a room-by-room inventory we did, and asked if there was a number I was hoping to be around . I told him $4000 as we had a strict moving budget. He quoted me $3786. He said the move would take 4-5 calendar days (confirmed via phone this was not business days), and emphasized that the deposit was refundable and the move could be rescheduled as needed. I paid a deposit of $1278 on 9/18, with the understanding that the remaining cost would be split with half due at pickup and half at drop off. I confirmed the date of the move in October for the end of October, and was told Id receive a call close to the move to confirm pickup time. I got a call from Pan Transit Vanlines on 10/18 (pickup in a window from 10/23-10/24, and went through and updated inventory. My items increased slightly but the total cost went up closer to $5800, and that I owed $1000 due to this increase in estimate (including a higher binding estimate fee). Pickup occurred and the movers assessed our items and loaded them the total cost was $7917. I was told I needed to pay $4000 on the spot, and the remaining balance would be due at pickup, which was not what I was told originally. I was also told that it would be **** business days from my first available date in *******. I told them when I was available, with a small period of time in which I would NOT be available. It took nearly 2 weeks for the goods to be transported (not 4-5 calendar days), and it was delivered on the day I told the movers I was not available. Items were broken and our claims have not been resolved yet, and the movers told me to select the lowest cost damage coverage. I ended up paying SIGNIFICANTLY over the cost originally quoted, outside of parameters I was repeatedly assured of (delivery date, deposit terms). There is no traceability for these estimates as they are linked in emails, expired. Horrible, deceptive company.

  Business Response

  Date: 01/24/2024

  To Whom It May *********************** are in receipt of this customers complaint. Upon further review of the customers contract, we do not see any amendments to our standard delivery policies. Our standard delivery policy states that we do not guarantee pick up or delivery dates in any capacity. Based on this information, we can provide customers estimated windows, but they are at no time ******************. The drivers do their best to deliver the customers items as quickly as possible and we do understand that the customer is waiting on their items. The driver will call the customer one day prior to delivery to notify them of their timeframe of arrival. 
  

  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.

  The customers price is subject to increasing based on the amount of items the driver has to load. If the customer provides us an inaccurate inventory list, the price is subject to change. The customer is provided an estimated amount of space based on the inventory they state will need to be moved. If the driver arrives and does an assessment and determines that there are additional items, they are obligated to provide a revision of cost. The driver did make this customer aware of the revision of cost based on additional items and services. The customer was aware of this cost and did agree at the time of pick up. We are unable to change the contracted rate based on the items that were loaded for transport. 
  

  as a courtesy, we have reached out to the delivery team to request that they deliver as soon as possible. It is important to note that this does not guarantee delivery in the timeframe that the customer is requesting, but they will deliver with their soonest availability.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21190039
  
  I am rejecting this response because the business clearly did not read all of the details of the complaint. They said as a courtesy, they would reach out to the moving company, but this move occurred two months ago. I did not provide an inaccurate estimate of my materials, as I went through room by room with the sales rep, then the person to follow up with me prior to my move, detailing all of the items I had. The volume of our goods, as stated on the original estimate, aligns with the moving truck size we had used just three months prior to move our belongings. I was not given an explanation for the increase in the binding estimate fee with the increased cost, which accounted for $700 of the $4000 difference between the first estimate I was given and the actual cost. When asked as to why there were significant differences in the original estimate and the actual estimate, it was because they pack items in the truck differently. It is readily apparent that the sales rep gave me an estimate aligning with the number I told him I was looking to be under. A virtual or physical inspection was never offered to me to assess my goods. The fine print (attached) says that I needed to provide a list of my goods, which I did, though there was no comparison to the list of goods I provided, only that the volume was larger. The terms say that if an accurate list was provided, it was a binding and to not exceed estimate. My list of items and the inventory I meticulously did with TWO different people, one of which was just days before the shipment was picked up and the items were packed, was accurate. In addition, the payment terms outlined to me were not adhered to, and I was asked for payments multiple times without explanation of how the cost and payment schedule (pre pickup, post pickup) was determined. The movers were very unhappy when they were not paid in cash on pickup which does not give confidence in this as a reputable operation.
  

  This business apparently has a history of predatory business practices and should not be allowed to continue operating as such, and should remedy the errors they made during our transaction.

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

  Business Response

  Date: 02/06/2024

  To Whom It May ***************** are in receipt of this customer's response. We do apologize for the experience that they had but we will provide feedback to all our teams. As a courtesy we are willing to offer a $100 refund should the customer accept. 

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21190039
  
  I am rejecting this response because a $100 refund is not close to the multiple thousands of dollars over my original quote I was pressed to pay with no notice. The payment terms I was told were violated and I was asked to pay multiple thousands of dollars without explanation as to why the terms I was told were not adhered to. I would be satisfied if they would agree to a refund equal to the difference between my second, updated estimate and the actual payment I was forced to make. This amounts to roughly $2000 but the precise number would be viewable in their records, because all traceability I have to my second quote was removed now that the move is complete.

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

  Business Response

  Date: 02/12/2024

  To Whom It May ****************** customer was provided with a revision of cost and explained on site that the additional items were causing the price to increase. Because of this information the most we would be able to provide is a courtesy compensation in the amount of $150.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21190039
  
  I am rejecting this response because as previously stated, there was no comparison of the inventory I provided ahead of time and the inventory on the day of the move. I provided an accurate list of items to be moved, and I was told on the day that the volume was greater than estimated. The fact that your business is justifying a several thousand dollar price increase because you are saying my inventory was not accurate is not legitimate. How can you say that I did not provide an accurate inventory list of the inventory lists were not compared? 
  

  Additionally, the business has ignored my complaint about the violated payment terms. When I signed the contract, I agreed to pay an initial deposit, then half of the remaining balance on pickup and the other half on drop off of my goods. When my estimate was updated, I needed to provide another $1000 and was asked for $4000 on pick-up of the goods. This means I paid about 78% (about $6200) of the total updated cost before the items were even moved, as compared to the roughly 62% of the original quoted amount I agreed to (about $2450). 
  
  I see no other action appropriate other than the business refunding the difference between my adjusted cost and the actual cost I needed to pay due to violation of the payment terms and failure to legitimately dispute an accurate inventory. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/19/2024

  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.

  Contacted them and the agent *** gave me a estimate on a moving job. I accepted but they hired a different company to do the delivery. My home was sold and I had to be out that day so they did the job and loaded up my home but then raised the quote over **** over estimate. Now on top of that both movers are being difficult and over 2 weeks since I told them a day in witch to deliver I still don't have my stuff and no answers on when I can get it. This company is a scam and they bullied me and my wife to sign a contract because I had no other choice. I would like them to be investigated for bad practices and shut down or get my money back. Again we were scammed and forced to sign a bad deal because of the situation. The other movers have many bad reviews on the same thing that I'm saying please look into them as well. ******************* in ********

  Business Response

  Date: 01/23/2024

  To Whom It May ***************** are in receipt of this customer's complaint. We do apologize if the customer feels that they had no choice but to sign the contract but we do provide all options to the customer. The customer is also not obligated to move forward with their contract, they are absolutely able to cancel with no additional penalties. The carrier did advise the customer of the additional space that would be need for the additional items to also be transported, the customer did agree to this cost and made the decision to move forward. If at any point the customer stated that they did not want to move forward the carrier would have departed and the customer would not have any additional charges. 

  From the date of the customers requested or "first available" delivery date the carrier has up to 21 business days to deliver the customer's items before compensation for delay would be offered. We are well within that window still. Thank you. 
  

• Initial Complaint

  Date:01/04/2024

  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.

  Pan Transit *** Lines is engaging in fraudulent and predatory behavior.I received a quote for $4282.02 for an interstate move (scheduled for 01/10/2024) and on 11/29/2023 paid for a $1600 deposit (Job No: P6980348). The deposit had to be made using Zelle and had a 72-hour refund policy. On 01/04/2024, Pan Transit called to confirm the inventory for the move. During this call, there were an additional 12 boxes added (202 cf). This would increase the quote, of course. Using the stated rate of $3.75/cf and 12% fuel surcharge, the bill should increase by about $850. Instead, the new bill was $6100 (a $1818 increase). On the phone, when I questioned the increase in price, I was assured it was just the increase in boxes to blame. I was then rushed to sign the new contract under the idea that it would be adjusted on the pickup anyway. I was then asked to submit another $1000 deposit, which thankfully was blocked by ***** and limited to $500. Once I was able to review the contract, I realized the extra $1818 was the result of $818 in extra boxes and a $1000(!!) increase to the origin and destination fee neither location changed during the call. This is highly predatory behavior and implies this fee is being used purely to scam people out of additional money. When I attempted to cancel the move, the customer service refused any refund due to being outside of the 72-hour window of the original contract even the extra $500 I sent today with the new contract. This is fraudulent behavior that is built on abusing the 72-hour refund policy by avoiding contact or changes to the quote until deposits are non-refundable, then leaving people without options as random fees are added to their bill. Pan Transit *** Lines has the audacity to CLAIM no hidden fees. Laughable.

  Business Response

  Date: 01/19/2024

  To Whom It May ***************** are in receipt of this customer's complaint. Please note that when additional items are added an additional fee for scheduling and routing can be imposed. This fee is for additional space required and further reservation of space on trucks. If the customer did not want to take the additional items they are welcome to stay with their original inventory list for their original cost. By making additional deposit payments this confirms that the customer has acknowledged and agreed to our terms and policies, including our cancellation policy. As a courtesy, we are happy to offer to place this customer's move on hold. This would allow the customer to utilize their deposit at any point in the next 2 years. Thank you. 

   

  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: Wednesday, 11/29/2023 01:14:59 PM (ET)
  Document Signature Name: *************************
  Document Signature Email: ***********************************
  Document Signature Date: Wednesday, 11/29/2023 01:18:40 PM (ET)
  Document Signature IP Address: 174.209.33.148
  Internet Browser: Chrome

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company we hired (pan transit ****lines) contracted out our move. The moving company has since lost our furniture and is telling us there is nothing they can do about the lost items. They are very rude and no one seems to want to help getting missing item back to us. The item was wrapped together when it left the original location, and upon arrival it was unwrapped with missing pieces. The company consistently is telling us its not their problem and nothing they can do.

  Business Response

  Date: 12/22/2023

  To Whom It May ***************** are in receipt of this customer's complaint. Please be aware we have spoken to this customer in detail regarding the missing item and have advised them that they must file a claim for the item they allege is missing as the carrier does not have it. The customer can file their claim for missing items at  *************************** and they will receive compensation via the claims company if their claim is deemed eligible. Please note the customer must file the claim under their carrier, ********************. 

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First check dated September 20, 2023 for $936.93 Second check October 16, 2023 for $1500 I contracted Pan Transit Vanlines to move my one bedroom apartment from *********** ********** to ******** ********. The truck arrived at the appointed time and the driver told me that my move would cost thousands of dollars more than the $3500 We agreed on and that I paid in three payments. I paid $1000 on my card and the amount of two checks above.I could not afford to pay another $5000 the driver asked for. I had to refuse the drivers demands. They left without moving a single thing.

  Business Response

  Date: 12/21/2023

  To Whom It May ****************************** are in receipt of this customer's complaint. Please note that are prices are based on inventory and services required. If the customer exceeds the space reservation listed on their contract the driver is obligated to provide a revised cost. We are willing to reschedule the customer's move and take whatever items will fit in their original space reservation at no additional cost. If the customer elects to do this, we will waive the rescheduling fee that would typically be applicable. Thank you. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21038415
  
  I am rejecting this response because:

   

  The business Pan Transit Vanlines responded to my complaint via a standard form that doesnt relate to my complaint.

  
  

  I contracted with Pan Transit Vanlines to move my belongings from ********** to ********.  I paid $1000 with my bank card

  Before the movers arrived.  When they arrived they looked at my tiny one bedroom and told me it would cost thousands more.  We could not come to terms and they left without performing any service whatsoever.  They were well paid for driving to my house.  They have 2 checks from me.  One written September 20th for $936.93.  Another written October 16th for $1500.

  
  

  Pan Transit Vanlines needs to return my funds in the total amount of $2436.93

  
  
  

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

  Business Response

  Date: 01/24/2024

  To Whom It May ****************************** have responded to the customers indicated complaints. We explained what can cause the prices to increase. If the customer elects to refuse services at the time of pick up, as this customer did, they do forfeit their deposit in its entirety. The customer signed a contract, which states if the customer refuses services their deposit is fully nonrefundable based on our cancellation policy. We are happy to dispatch another truck to complete the customers pick up. Whether that be to take whatever items fit in their initial reservation or with the revised cost for all items to go. We will waive the rescheduling fee that would typically be applicable. If the customer declines this offer, no refund will be supplied as all services were attempted to be rendered prior to the customers refusal. 
  

  8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH *** TRANSIT *** LINES  LLC, WRITTEN NOTIFICATION MUST BE SENT TO *****************************. WRITTEN NOTIFICATION MUST BE RECEIVED NO LATER THAN 72 HOURS AFTER SIGNING THE *** TRANSIT *** LINES  LLC AGREEMENT. CANCELLATION REQUESTS RECEIVED WITHIN 72 HOURS OF SIGNING THE AGREEMENT WITH *** TRANSIT *** LINES  LLC WILL RECEIVE A FULL REFUND, MINUS 10% DUE TO INCURRED MERCHANT FEES. CANCELLATION REQUESTS RECEIVED AFTER THE 72 HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH *** TRANSIT *** LINES  LLC WITHIN 24 MONTHS (2 YEARS) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT. IF YOUR FIRST AVAILABLE PICKUP DATE IS WITHIN FIVE (5) BUSINESS ***S OF ELECTRONICALLY SIGNING THE *** TRANSIT *** LINES  LLC AGREEMENT, YOUR DEPOSIT IS NON-REFUNDABLE.

  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 *** TRANSIT *** LINES LLC, IN WRITING TO *****************************.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21038415
  
  I am rejecting this response because:

  To whom it may concern at Pan Transit Vanlines,

  
  

  Pan Transit Vanlines has from me $3436.93.  I paid $1000 on my card before day before movers arrived.  This certainly seems sufficient payment for showing up at my house.  Which is all Pan Transit has done.

  
  

  Having performed no service for me at all they should rightly remit the rest of my money in the amount 

  $2436.93

  
  

  Again, Ive already moved.  Please understand the circumstances.  We can make no further deals.  

  
  

  Please return my money.  Youve had the benefit of my funds since October 2023.  Its time to return my money.

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

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to this business 10/8/2023. My sales person was *********************************. I spent 40 minutes going thru my 1 bedroom apartment describing all of my belongings. ( Not much ). He supposedly got everything and quoted me a " deposit" of ****** of which I had to pay via zelle. Total move was to be ******* There's a reason they want cash up front. I paid it and 3 days before my move a different person called and went thru the inventory again ! ****** had conveniently left out items and i ended up having to pay an additional 400. When I asked if this " deposit " would go towards my move I was assured it would. I was expecting a truck from Pan Transit to show up not realizing they were brokers as it was never made known to me. ******************** showed up and did ANOTHER inventory and told me I need an additional 150 cu ft ? Then told me I would need to pay cash before they would load. I was told from ************** could put it on my CC once they got here?? The movers didnt speak fluent English and that was an issue with communication. Thinking that was a scam because they could text perfect English. Why would Pan Transit book me movers with ALL 1 star ratings? The movers told me that Pan Transit lied to me and they would need the money or have to leave. The deposit money was the broker fee that did not include ANY of my move. Of course, what could I do. I was moving to ***** and had to leave that day. When they delivered my boxes they were beat up! They then charged me another ***** for a flight of stairs. I was never made aware there would be MORE charges for anything else until that day. When i disputed **** from Revolution said ," Its in the contract". I hadn't seen Revolutions's contract until the day they showed up. I was supposed to read the whole crooked contract on site? I thought that the broker had that under control. I ended up paying Pan transit about ******* and the movers ******* !!!!! For a small one bedroom ?? My move went from ******* to over **** ??? I dont see how either company is allowed to keep their business. I've moved 20 times in 10 years. 8 of those cross country with NO issues. I have 2 boxes missing and NO one, Pan Transit or Revolution will get back to me! kitchen appliances, dishes, & miscellaneous.. I want to be compensated. Oh, they did leave and come back with 4 boxes they found. I knew I was in trouble . They didnt give a rats a **.Chips in my furniture .. etc.. Why are they still in business ??? It's a horrible thing to do to someone.

  Business Response

  Date: 11/29/2023

  To Whom It May ***************** are in receipt of the customer's complaint. We would like to begin by explaining that the deposit paid is subtracted from the grand total of the move, it does not go towards the remaining balance due to the moving team as that has also been calculated into the customer's grand total. The deposit is for scheduling and routing purposes. We have attached the section below explaining this. 

   7. AS THE CUSTOMER, I AGREE TO PAY THE ***** CHARGES FOR THE MOVING COORDINATOR SERVICES TO BE PROVIDED BY PAN TRANSIT *** LINES  LLC. I UNDERSTAND AND AGREE THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY ***** ESTIMATED SERVICE CHARGES, FOR SCHEDULING AND ROUTING PURPOSES. MY DEPOSIT/FEE IS NON REFUNDABLE AFTER PLACING THE RESERVATION FOR SCHEDULING PURPOSES.

  We provide a contract based on the items provided by the customer. We understand the customer believes that they advised us of all items but this is why we have the customer review and sign their contract, confirming that their inventory they provided us is accurate. At the time of booking the customer did this. When they received the ***************** call they added items that were not listed and accounted for and therefore were charged accordingly. 

  Our contract states that payment is required before services begin and it does not offer credit card as a form of payment. This is also listed in the contract as can be read 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.

  Stair fees are applicable and are listed in large bold print at the top of our contract as a potential additional fee. This stair fee is accurate and just.

  We have emailed the customer claims information so that they can file a claim for any damages. We have no record of any attempt to contact us regarding damages. The claims information will also be listed as an attachment here. 

  As a courtesy we are willing to offer $75 in compensation for the cost of the stair fee should the customer accept. Thank you. 

   

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called in to cancel my move because I was told by the salesman that I had time to cancel until I received a call to confirm my pick up date. If you look at reviews of this company they use the same shady business tactics over and over on people. Tried multiple times to call the salesman and he wouldn't answer the phone to cancel this service. DO NOT USE THIS COMPANY UNLESS YOU WANT TO GET SCAMMED.

  Business Response

  Date: 11/28/2023

  To Whom It May ************** are in receipt of this customer's complaint. We have been in communication with this customer and explained in detail the cancellation policy that was signed and agreed upon. Our standard cancellation policy is 72 hour from the time of booking. Being that the customer booked on 11/24 they are outside of that window. Furthermore, because their first date of pick up was within 5 business days of the time of booking their deposit is fully non-refundable and the 72 hour window is not applicable. 
  We are happy to place this move on hold and the deposit can be used at any time in the next two years towards and interstate move. Should the customer wish to place their move on hold instead of forfeiting their deposit we ask that they confirm this in response.
  We have listed the cancellation policy and the customer's signature below for reference. 
  
  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, 11/24/2023 12:43:53 PM (ET)
  Document Signature Name: ***********************
  Document Signature Email: **********************
  Document Signature Date: Friday, 11/24/2023 12:52:37 PM (ET)
  Document Signature IP Address: 75.8.106.42
  Internet Browser: Safari
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