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:11/25/2023

  Type:Customer Service 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 wouldnt recommend this company to anyone, they have done nothing but give us the run around about my mothers belongings. Hired them to move her from ******* to ******* because shes in CHF and needs help medically. ********************* is who I dealt with, he was super helpful and was prompt at returning calls, until the movers that Pan Transit subcontracted to pack up and steal my mothers lifes belongings. The movers picked her things up and have disappeared. Everyone Ive spoken to at customer service has given me a different story and timeline in regards to where her stuff is and when she will get it delivered. So far they have SCAMMED me out of 1900$ that Ive paid for the move, the 16000$ worth of property they stole from my mom and another. 3500$ that Ive had to spend to replace the basics like a bed, couch, tv, dishes, clothing, etc just so my disabled mother isnt living in an empty house. Her things were picked ** in September, its almost December and still nothing. I was told her stuff was at a warehouse in ********** awaiting a driver, then I was told her things were in ******* and being loaded on the 16th of November and we would have her stuff no later than the 21st of November. Still nothing and now I cant even get someone on the phone as they are probably screening my calls. Looks like I will now have to report my mothers stuff stolen and hire an attorney to get anywhere with this company. Do yourself a favor and hire literally any other company than this one!

  Business Response

  Date: 11/28/2023

  To Whom It May ***************** are in receipt of this customer's complaint. We would like to note that this customer has received regular communication from the carrier regarding delivery updates. Unfortunately, delays do happen although we make every effort to avoid them. We do not guarantee delivery in any capacity. This customer's carrier has already advised them that they would be getting discounts upon final delivery due to extended delivery time frames. We would also like to offer an additional $100 to this discount offer should the customer accept. 

   

  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.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20916062
  
  I am rejecting this response because:
  I tried to call again yesterday, was told again that Id be getting a call back from the carrier, still nothing and a 100$ is a slap in our face considering the amounts Ive had to spend just so my disabled mother doesnt have to sleep on the floor. We dont have any idea when her belongings will be here or if we do get them the amount of damage well be out. We have already suffered a major loss and legitimately want her personal items back the things we cant replace. Anything less is insufficient and I have no idea what discounts this company is referring to and I cant believe that this company can operate a legitimate company in this manner. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/29/2023

  To Whom It May ***************** are in receipt of the customer's response. We do apologize that the customer does not feel they have received sufficient information. We are communicating with the carrier and have requested an update as soon as there is any further information. We can request that the carrier reach out to the customer with further information but we cannot guarantee they will do so in the time frame the customer desires. We are continuing to work to get this customer's items delivered. The carrier will be providing discounts and we will also offer $150 discount should the customer accept. Thank you. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20916062
  
  I am rejecting this response because:
  Its seriously frustrating that as a business who hires 3rd party vendors Pan Transit doesnt do its due diligence to ensure those companies they are contracting to move your belongings are reputable businesses. How do you run a business by taking peoples money, making them empty promises? Its already a very stressful life event to have to move across the country in the first place, this company swifts in and makes it seem like it will be a smooth process, not to worry, they will take care of the packing/moving/unloading portion for at first a much smaller fee than other companies, thats how they get you. People come on time, and are quick to pack your belongings up, then that company that was hired to move you scams you out of even more money to even take your stuff, and then they disappear. How would any of the people who work for PanTransit like to go through what you have put so many others through feel if it were you/your family/ your mothers belongings instead of mine? Its not acceptable! Just imagine how much more successful your company would be if it did business the right way? And what is a reasonable amount of time in your opinion to get your property back? And in what condition would be a reasonable condition to get your stuff? Think about that when you want to start throwing out discounts for inconvenience. I willl not accept anything less than the full value of what her property is worth insurance wise in the contract or the delivery of her property. Weve waited long enough. Ill take the address of where her property is physically located today so I can go get it myself from wherever it is, all of it! And then we can discuss a resolution financially. Anything less is insulting. Start be honest with your customers! Its already been 68 days since they have picked up my moms stuff, 68 days since theyve been paid, and there is still no end in sight? This is PanTransit Vanlines business model? Youre going to have to do better than that, this is your fault, its only right you take responsibility and do better.  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/24/2023

  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.

  Salesman guaranteed pickup at 9am on 11/24/2023. No movers came. **************** informed me that the contract stated 11/25/2023 pickup, which it did in small print and refused to adjust the date. I had to move my flight and lost $500.

  Business Response

  Date: 12/08/2023

  To Whom It May *********************** are in receipt of this customers complaint. Please note we have explained in detail that all customers do have a two day window for pick up and we do not guarantee time frames. 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 do apologize for any misunderstandings and as a courtesy will offer compensation in the amount of $50 should the customer accept. Thank you. 

• Initial Complaint

  Date:11/07/2023

  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.

  They give you a cheap estimate and then once the pickup movers are onsite they will tell you what it really costs to move your stuff. In my case it was over triple the original quote. They quoted my 83 year old mother ( who lives on a fixed income) a price that would include her 1 bedroom apartment and full serivce packing. I called and talked to them, explained to them that she doesn't understand what is going on and asked numerous questions on how they based the estimate for example, was the estimate high enough for a one bedroom apartment? are there any other fees in the contract? etc. Was told the quote was for the full service packing and moving her 1 bedroom apartment. I told my mother to sign said contract. Well, she was given a contract that was not discussed- which she executed. This contract was more than double the original bid. She was told that the "additonal fee" would be adjusted and she wouldn't have to pay that much but rather the additional amount was a "reserve" for the questionable inventory amount she added. Then she was told it was for origination/destination fee. Then she was told the fee was for reserving cubic square footage on the truck. When she tried to cancel the move and request a refund she was told she was out of luck for the $3800 deposit, told she didn't know how many times she needed to explained the contract , and was hung up on.And, now they are packing and say we need to pay even more for cubic square footage and more packing. And, if I stick to the original cubic square footage but they pack up the belongings, there is an additional surcharge for every piece of packing item. She had to go to the hospital today because she was having a panic attack because of the financial strain this is causing. When all the above was explained to the manager ( while sobbing on the phone). The manager proudly told this 83 year old woman she would be given her a $400 credit.

  Business Response

  Date: 11/08/2023

  To Whom It May ***************** have spoken to this customer in detail of their move and what caused their price to increase. The customer had additional items at the time of pick up that they did not make us aware of and also required additional packing. We have listed the sections below in the customer's contract that are pertinent to this claim.

  Because the customer is not satisfied with the $400 credit we will rescind the credit and we are willing to offer $100 refund as a courtesy through the Better Business Bureau. Thank you.

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PAN ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT PAN ********************** *** LINES LLC HAS A **** 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.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20840460
  
  I am rejecting this response because:  She was told the additional $5000 was because she discussed adding a few items to the move.  You originally quoted her at 966 cubic square feet, the actual used was 1100.  The original quote at 966 square feet was $3845, $4/cubic squre foot and another $966 for packing which is $1/cubic square foot.  So, you are telling me that an additional 134 cubic square feet cost $5000 plus $734.  Because that is what was required to be paid.  There is a baked in $5000 "binding fee estimate" that she was told was in case of overages in cubic square footage and packing materials.  A binding fee estimate is defined nowhere in your contract but should be construed as the *** the contract will cost.  However,  the total paid was double the 'binding fee estimate'.  Why is there an additional $5000 tacked on? She was told that the $5000 would be refunded and it wouldn't cost nearly that much.  She is 83 years old and was pressured into signing something based on the conversation over the phone with the 'sales person'  who went through the contract with her.  And guaranteed her the $5000 would be refunded.

  And, no one has been able to explain what the binding fee estimate is.  Your response that you have gone over the contract and discussed it does not satsify in plain english your terms.  Your sales people do not fully explain the entire contract nor does your contract define some of your terms, such as 'binding fee estimate'.  My son is a contract lawyer and would gladly review your contract for a fee of $5000 to create a clear, concise, and reputable contract.

  Sincerely,

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

  Business Response

  Date: 11/14/2023

  To Whom It May ****************** be aware that the binding estimate fee is the deposit required for scheduling and routing purposes. The binding estimate fee was $5000 with a discount towards the deposit in the amount of $1319.68. That made the deposit after processing fees and discounts $3894.00. The binding estimate fee does not indicate the most the move should cost as it was obviously less than the grand total before any additional items were added. 

  The customer's price only increased by $734 from the estimate prior to pick up. 134 cubic feet additional at $4.00 per cubic foot is $536. The 12% fuel surcharge on the additional 134cf is $64.32. Full packing services on 134cf at $1 per cubic foot is $134 which brings the total cost of overages to $734.32. The $5000 was that the customer is referring to would never be promised to be returned and is part of their deposit which is clearly non-refundable since all services have been provided. 

  We strongly encourage the customer to re-read their contract and review the pricing and calculations of the total costs as this will provide clarity to the total costs. We have attached their contracts providing a break down of all costs. Thank you. 

• Initial Complaint

  Date:11/01/2023

  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.

  This began on Upack.com, then Pan Transit VanLines-move#*******, BillofLading*******. Movers Cita *** Lines, job#B5521749. ****** to Washington, ***** miles. ********* Pan Transit VanLines- $*****, 300 cubes- 30 boxes, large bed frame, large TV stand, side table, small desk, desk chair, large chest of drawers, cat tower, coffee table. Actual, Cita *** Lines- $4,875, ($826 deposit to pacific) 800+ cubes- 46 boxes, two skinnier chest of drawers, 2 side tables, small desk, desk chair, cat tower, 6 scratching posts, TV stand. Scratching posts were 110 cubes. Cubes were still underestimated by 400+. Left two big items. 70% of boxes small. None of these additions or switches should have ended up being underestimated by 400+ cubes & $3,000. The companies don't have matching cube measurements. No guarantees on pickup and no guarantees on drop off. I was told I would be taken care of. Just because the small print absolves the broker company and the website of literally everything, does not mean I cant make a complaint. It was the lying that bothered me. Mon, Oct. 3rd came and went. Thurs, Oct 5th, was told 4-6 days-I called Cita *** Lines myself. Broker w/Pacific *** Lines texted tomorrow 4-8pm. He clearly has too many people to text because that wasnt even close to right and the pickup was 4-8, so he was just copying and pasting. This was the last day I even bothered with the brokers or ******** *** Lines, he never addressed his tomorrow 4-8pm error or responded. Thurs, Oct 12th- no update. Told to call next week. Tues Oct 17th- Cita *** Lines texted if I was ready to receive my goods, would be ready by 10/22/23. I said yes. Delivered 10/22/23. 1 scratching post is ruined & a piece off the cat tower was broken, 3 pieces are very wobbly now. I do not blame the actual movers, they were all polite, and didn't throw. If it wasnt for all the lying, I wouldnt even be that mad. I feel ripped off. $4,875. And I still had to leave stuff. 18/19 business, 27 days total.

  Business Response

  Date: 11/02/2023

  To Whom It May ******************** style="font-size: 0.875rem;">We are in receipt of this 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. Upon the team's arrival and initial assessment it was determined that the customer had more items that what they originally advised us of which would cause the price to increase. The customer was presented with this pricing and signed and agreed to the revised cost. We also cannot guarantee delivery in any capacity. While we do our best to get all customer's items delivered as quickly as possible any time frames given are estimated and not guaranteed. As a courtesy we are willing to offer $150 credit for any inconveniences caused. Thank you. 

   

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES PAN ********************** *** LINES LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT PAN ********************** *** LINES LLC HAS A **** 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.

  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.

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20808540
  
  I am rejecting this response because:
  
  As I said several times before, I know your company has zero guarantees. Nice for you guys. However, I did not simply add things. I also left things. Not counting the scratching posts, my estimate was still 400 cubes less than the actual cube count. How are 6 cat scratching posts 110 cubes, which is 1/3 of the original 300 cube estimate? Also you had 30 medium boxes. My boxes were 70% small. I left the large bed frame, the chest of drawers and the coffee table. I had one side table added and 2 skinnier chest of drawers, rather than 1 large. Those were not the same size as the large chest of drawers, the large bed frame and the coffee table that I left!

  in reality I only had 16 extra boxes- all small. Some of boxes were smaller than small. Maybe **** total medium or large. So how could 30 medium boxes, a large bed frame, a coffee table, a chest of drawers, a desk, a desk chair, side table, cat tower and TV stand be 300 cubes?

  Clearly your company does not have the same cube definition. Its not even close. Not even close. There is no communication between your company and the actual movers. 
  

  Also, you have not addressed your employee sending me texts that were no where near accurate. I received no response after the error. I received no further texts from your employee. If your company is okay with this behavior, I dont even know what else to say. 

  
  Sincerely,
  
  Pheasant *****

  Business Response

  Date: 11/15/2023

  To Whom It May ***************** are in receipt of Customers response. We do understand that the customer believes that they should have less space based on the additional items. Based on the drivers professional opinion, the cubic footage that was charged for what was additional is accurate. Based on that information and further investigation, the additional cubic footage is accurate and justified and cannot be adjusted.
  We will also adjust the representative that emailed with a misspelling via text. We do apologize for the confusion but mistakes do happen. We will make sure in the future that they address the mistake that was made and corrected promptly.
  As stated previously, we are willing to offer the customer $150 in compensation as a courtesy should they accept. Thank you. 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20808540
  
  I am rejecting this response because:

  No one is actually reading anything I say. I have said multiple times I had no issues with the DRIVERS or the ACTUAL MOVERS. I have problems with your business underestimating me by $3,000 and 400+ cubes. 
  

  That is your fault, not the drivers fault. The Pan Transit Vansline representative lied in his texts. It was clearly a copied and pasted response and he never addressed his errors. Had absolutely nothing to do with spelling things wrong. 

  I find the $150 insulting since it is not even a full repayment from the deposit. Your company did nothing for me, thats my problem, despite being told I would be taken care of and assisted throughout this process, which I wasnt. At all. None of my additions/substitutions or my SMALL extra boxes equal a $3,000 and 400+ cube underestimation. And I left 3 large items. (Even with me not including the cat scratching posts) Its not just a mistake. Its clear there are no standard measurements being used. Its clear your company is fine with misrepresenting what the cube actually means.
  

  The moving brokers are fine with how they conduct business, which is very disappointing since its not ethical at all. But youre fine with that. The contract absolves your company of any wrongdoing. Actually absolves you from anything and everything. The moving brokers mistakes is why customers get mad at the ACTUAL movers. Thats not fair either. Its not their fault the customer was told 300 cubes and $1,900. And a few very minor adjustments ends up being $3,000 more and 400+ cubes more. Im human, I make mistakes. Your company is purposely underestimating people, taking advantage of desperate people and taking the deposit no matter what. The moving brokers are texting me incorrect info, clearly copied and pasted, clearly have too many customers, clearly not taking care of me. 
  

  Its clear that you do not care, because if you did someone would actually read what Im saying and actually address what Im actually saying.  Its clear that Pan Transit VanLines is not on the same page as the actual movers. I dont know what else to say, no one is actually listening and its clear no one cares. Which is the usual, so I should not be surprised. 

  Have a great day! 
  
  Sincerely,
  
  Pheasant *****

  Business Response

  Date: 11/20/2023

  To Whom It May ***************** apologize that we misunderstood what you were stating regarding erroneous text messages. We ask that you please provide a specific instance that you would like addressed so that we can further clarify.

  As explained previously, your price is solely based on the information you provided to your relocation specialist. If you fail to accurately represent your items or do not give a correct list of items then your cost will be subject to change. Unfortunately, there is nothing we can do to change this scenario as we provide pricing based on the customer's information. 

  We will not be offering a refund of the customer's deposit as all services were rendered that the customer paid for. We will offer $175 as a courtesy should the customer accept. Thank you. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20808540
  
  I am rejecting this response because:
    We will not be offering a refund of the customer's deposit as all services were rendered that the customer paid for. exactly. You did nothing. That nothing cost me $826. 
  

  Youve never addressed why cubes are nowhere near the same. Pan Transit VanLines cube is not the same at Cita *** Lines. Otherwise I wouldnt have been underestimated by $3,000 and 400+ cubes. Even if I had exactly 30 medium boxes, cubes wouldnt have been correct or close either. 

  YOUR original estimate: $1,900, 300 cubes. For 30 MEDIUM boxes, large tv stand, coffee table, side table, cat tower, large chest of drawers, small desk, office chair, bed headboard. 
  

  ACTUAL: $4,875, 800+ cubes. 6 scratching posts for cats- 110 cubes. 800+ cubes ****= 690+ cubes. Still 390+ cubes over the 300 estimate. For 30 SMALL BOXES, 10 medium/large boxes, 6 smaller than small boxes, cat tower, 2 side tables (1 extra), 2 skinny chest of drawers (instead of 1 large), NO COFFEE TABLE, NO HEADBOARD, small desk, office chair, TV stand 

  Screen shots of texts attached. Clearly copied and posted. No further response. My stuff was dropped off Sunday, October 22nd. ***************** And ************** numbers used. 
  

  10/5/2023: ME: Do you have any ETA for the movers to get to my house? They picked up on September 26th. I know it can take time, I read that, but wondering if they have any estimates time? This week? Next? Someone guessed Monday the 3rd. It now it's the 5th. 

  10/5/2023 @1308: They confirmed it with you   its in my notes 
  Confirmed tmr 4-8, carrier informed

  So Im thinking Ill get my stuff October 6th??!?

  Me 10/5/2023 @1322: They never told me that. Didn't receive a text or a call or a emails. The moving guy estimated Monday the 3rd when they packed my stuff on September 26tg/ 
  
  So -- Tomorrow 4-8PM, pacific time zone?? To drop off my stuff in **********, **********. Or what time zone?

  NO FURTHER TEXTS RECEIVED.

  That was my $826 worth of well take care of you service. 

  Sincerely,
  
  Pheasant *****

• Initial Complaint

  Date:10/02/2023

  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.

  On 09/01/23, I booked moving services from Pan Transit with *************************** *************). The total moving estimate was $2250.00 for 63 items. I noticed on the invoice that for the bed, he only marked Full Mattress and not for the headboard, box spring, and bed pieces, I informed ******* of this and he told me that the selection of full mattress would include the headboard, box spring, and the bed pieces. Also, he did not include the 55' ** that I had and he stated that it would be included in the number of boxes listed. Also, he stated that there was no charge for the first flight of stairs (I had one flight of stairs in the townhouse). When the movers came on 09/13/23, the movers charged me $75 dollars for the flight of stairs (I was told by ******* that I would not be charged). Also, the Full mattress did not include the headboard, box spring, and bed pieces, nor did the ** included in the number of boxes, it was a separate addition which added to the cubic feet. The added cubic feet and instead of paying $1000 for the rest of my balance, I had to pay $1698.31. This is due to ******* not being truthful about the inventory list. Pan Transit should pay me the difference ($698.31) that I had to pay for the charge of the stairs and the additional pieces.The company was not truthful and said whatever they needed in order for me to book with them. I do have a recording of the conversation that can be provided to support my claim.

  Business Response

  Date: 10/11/2023

  To Whom It May ***************** are in receipt of the customer's complaint. We do apologize for any confusion and do our best to be as accurate as possible with the inventory but there can still be additional space that *** be needed. We are happy to cover the cost of the ** box packing. We would like to offer to split the cost of the overages with the customer. This would mean Pan ********************** *** Lines would issue a refund check in the amount of $349.15. If the customer finds this offer acceptable we request an address for mailing. Thank you. 

  Customer Answer

  Date: 10/12/2023

   
  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,
  
  Jasmine

  Customer Answer

  Date: 10/13/2023

  The company asked for the address to send the refund. How do I do that? 

  My address is ****************************************

                          **********, ** 22304

• Initial Complaint

  Date:09/26/2023

  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 entered into an agreement for Pan Transit LLC [************************************************************************** **] to move us from *************************** to *********** *******.I paid $1200 deposit via their required bank transfer.The agreement was entered on 8/3/2023 at 12:45pm; however, due to unforeseen circumstances, I cancelled the move on 8/5/2023 at 12:35 pm - WITHIN the 72 hours to cancel and receive 90% of deposit.Repeated efforts via text to *****************************, *******************, ************************* were sent asking for the refund.NO REFUND has been sent nor recceived by me from Pan Transit. It has been over 45 days and NO REFUND has been sent to me by Pan Transit.I have asked for confirmation of mailing and the address mailed to and they do not respond.Sincerely,*************, *********** **

  Business Response

  Date: 09/26/2023

  To Whom It May ******************* customer's check was mailed on 9/13/23 to the following address:

  *************************************************** #***
  ******, ** 59601  

  We cannot control the mailing system of ***************** ************** but if the customer would like we are happy to cancel the check that has been mailed and re-issue a check. Thank you. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20657972
  
  I am rejecting this response because: As I have current legal business in ******* that involves mailings, my firm's experience has been that mailing from ***** to ****** or *********** ******* to *************************** "on average" have taken 5 days. In addition, before I was told by some individual from Pan Transit that the check was mailed on September 13th, I was previously told that the check was mailed already (that was said to me on the phone prior to September 13th). Fourteen (14) days for mailing from Palm Beach County area to ****** (based on today's date 9/27/2023) is unheard of and extremely incredible. 

  Furthermore, for Pan Transit to suggest that I have them cancel the check and send another, is usually suggested by businesses who in all actuality did not mail the check to begin with and are seeking to delay or to frustrate the consumer, i.e., online fraud, using telecommuications to commit fraud, and/or fraudulent uses of U.S. Mail. Why would the consumer have the business cancel a check they never made out?

  Lastly, even upon request, Pan Transit has not provided confirmation of the check, nor date of mailing, nor any proof.

  As a consumer, I am only left with their phone call verbally stated comment "that the check was mailed" as a truism. I am concerned that Pan Transit may not be financially viable to conduct business in ******* since they have not refunded the $1200 (state and federal regulators may need to be informed). 

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

  Business Response

  Date: 09/27/2023

  To Whom It May ******************** is no further response we can provide. The customer is making completely ridiculous accusations. We do not have a way to prove the check it was mailed because it was, in fact, mailed. It appears the customer has never had lost or delayed mail which, while fortunate for him, is not unheard of. We do not control the ************* ************** and we suggest that perhaps he approach them to accuse them of stolen mail since that is the depths he has taken this to. 

  We are mailing the customer his check. We provided the resolution he requested and he has still stated that he is not satisfied. We respectfully request that BBB close this case as the customer now is continuing this complaint even though his offer was met. Thank you. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20657972
  
  I am rejecting this response because: I made a timely request for a refund and it has taken nearing 60 days and Pan Transit has not provided proof of payment (not even a check stub from their checking account as they required of our deposit). It has been more time than commercially reasonable.   They have not complied with request.

  Pan Transit can refund us via ACH as they required us to pay the deposit. They have our routing number and account number. And as they do this, and it is confirmed, they can cancel the check they said they sent (they can provide proof of cancellation).
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/28/2023

  To the BBB and Pan Transit. 

  Pan Transit, if they truly intended to honor their refund policy, would CANCEL the check algedly say they sent, and and proceed to pay the refund via ACH as they have the routing number and account number from which the deposit was paid.  

  I respectfully ask Pan Transit, to pay the refund via ACH and to cancel the check they said they sent. This matter will then be resolved. It is now 60 days from request of refund and no payment has been received. 

   

  Regards

   

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

• Initial Complaint

  Date:09/21/2023

  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.

  BUYER BEWARE! My recommendation, DO NOT USE this company, they lure you in with a cheap estimate and then once the pickup movers are onsite they will tell you what it really costs to move your stuff. In my case it was over 110% what they quoted (went from $2880 to $4950 to $10, 500 to move 2 bedrooms of about 30 boxes and 1 twin sized bed. When I cancelled the move and requested a refund I was told I was out of luck, there is no escalation and she hung up on me. Even the moving guys suggested I **** I am out over $2100 and have complained to the ****** as well. I want a full refund.

  Business Response

  Date: 09/26/2023

  To Whom It May ***************** are in receipt of this customer's complaint. We have spoken to this customer in detail on multiple occasions to explain her move. The customer did not provide an accurate inventory prior to pick up. At the time of pick up and assessment of the items to be moved was completed and the customer's price increased significantly based on all the additional items. We did tell the customer that she can take what items would fit in her original space reservation for no additional cost or they can build to and add what items they can to a cost that she is comfortable paying. Customer declined both options and sent the moving team away. Based on the contract the customer signed and agreed to that we have attached, if you refuse services at the time of pick up your despot is fully non-refundable. 

   

  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: Thursday, 08/17/2023 03:37:31 PM (ET)
  Document Signature Name: *****************************
  Document Signature Email: ********************
  Document Signature Date: Thursday, 08/17/2023 03:47:14 PM (ET)
  Document Signature IP Address: 24.164.250.33
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  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.

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

  As a courtesy, we are willing to dispatch a new team to complete the customer's pick up and waive the rescheduling fee. It would have to be understood that the customer's contract is for 735 cubic feet and if she exceeds that space she will be responsible for the additional cost. Should the customer accept a rescheduling we will contact her upon notification. Thank you. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20637491
  
  I am rejecting this response because your broker underestimated and your movers overestimated the move. I gave your brokers, because there were two, a 10X15 storage shed about 60% full, that space is already over your "estimation". In retrospect I am glad I cancelled rather than pay the ludicrous price your moving company estimated for only moving two bedrooms and only 1 bed plus a few boxes for close to $10, 000. I hope more people complain to the *** and to the BBB in the future. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/11/2023

  To Whom It May ***************** are in receipt of the customer's rejection response. As explained previously, if the customer has additional items on their inventory list they are responsible for the cost of the space those items take. We would like to offer, as a courtesy, a team to return to take the items that fit in her quoted space reservation with no fee for rescheduling. Should the customer accept this we ask that they reach out to our customer service to coordinate scheduling. Thank you. 

• Initial Complaint

  Date:09/17/2023

  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.

  My husband ******* and I Just go with this company moved from *********** ********** to ********* ***** . STOP GOING WITH THIS COMPANY AND DEAL DIRECT WITH MOVING COMPANY INSTEAD!! because all this company does is takes your deposit money find a 3rd moving company and promised all kind of stuff and dont takes any responsible for their words. It been 3 weeks now I havent have my stuff and they said probably a month or so? Lolz. Just do your self and rent an 4 of the 16 feet containers from moving company and cost your even less than what Im paying $13k right now. Imagine I got a new born baby and a 5 years old girls have to deal with no home stuff at my new home now . They just dont give a Ss h and Im on the process of filing a lawsuit on them if I dont get my stuff within a month time frame I will report to police because now I dont even know why what they did to my stuff that took so long now. I dont know why they got this good review but must be fake . They promised you whatever to get the deal and when the problem come they dont handle. Took our deposit money for container size cost is $6,057 . We decide to upgrade for a larger moving space cost us $9,350 extra deposit money they took but we decided to cancel our extra space we dont need anymore within 72 hours per contract agreement and go back to our previous moving space $6,057 cost . They confirmed in emailed that they cancel the $9,350 and go back to $6,057 but on the moving date they show up with $9,350 !!!! We were force to take that deal with an 3rd moving company they hire and even extra around $13k total !!! Lolz. Bottom line is if this company can go back on their words with even a written word prove on emailed that they stated they cancel the $9,350 but never did !! Imagine what to they can do beyond that. In other words, Written contract dont mean nothing to them !! If that not bad .

  Business Response

  Date: 09/20/2023

  To Whom It May ***************** are in receipt of this customer's complaint. Please be aware that we have explained to the customer in detail many times the way the contract they signed and agreed to works. To be clear, we said we were adjusting their contract back to their original SPACE reservation, not the original contract. The original contract for $6057.77 had a deposit of $1725.00. That is why we indicated the space would revert back to original but the deposit would remain $2925.00. As we explained previously, the additional $1200 they paid during ***************** was non-refundable and at no time did we offer that amount back. The customer signed a Bill of Lading on June 19th 2023 for the cost that was provided to the carrier. This cost is what both our company and the carrier must honor. Not only did the customer require the larger space reservation but ADDITIONAL space on top of that. We have attached the email indicating we would revert back to original space as well as the signed document by the customer. While we have done everything according to our requirements we are willing to offer the customer a $100 credit as a courtesy. Should they accept we ask that they provide their address for mailing. Thank you.
  
  
   

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20615979
  
  I am rejecting this response because: We cancel within 72 hours so that $1200 should have refund to my original bank or credit card that Im paying with or mail to me .  It your policies stating that if we cancel within 72 hours order will cancel  or deposit should have refund. It not like I cancel after 72 hours then my deposit will became non refundable per your contract ! Can you explain to me this part please instead of keep saying other things . 
    Does it make any sense to go purchase something then return that but still het charge for it ? I  Dont make any sense to me or my lawyer point of view if we cancel the $1200 deposit before 72 hours expired but still get charge for it ? It like you saying just robbing people in daylight against their will. 
     also, if you mentioned about the heavy weight . Well, it not my fault when the you rep giving providing false information to get the deal. I dont want to go into much details but Most of our stuff we have to leave behind that are in contract. We were force to change of plan and try to filled  up the truck with other stuffs instead since you guy over charge me that day.  
     The whole moving was a messed when I have no choice but to moved that day because  I have to give the house back to owner the next day.  
  
  Sincerely,
  
  ***************************

   

   

  Business Response

  Date: 09/26/2023

  To Whom It May ****************** cancellation policy states the deposit is refundable 72 hour from the **** OF BOOKING. The customer booked on 12/13/2022. The customer made adjustments on 1/16/2023. This is over a month after booking and well outside of the 72 hour cancellation window. 

  We will offer $150 as a courtesy, should the customer accept please provide an address for mailing. Thank you. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20615979
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

    Yes,  Pan Transit absolutely right. I made a first deposit of $1725 for my $6,057 and I made  adjustment on 6/17/2023 to add more space to my order but I called and emailed in June 19 to cancel my second order. That only like 48 hours *** when I canceled  well before 72 hours expired! I told you guy can keep it credit me back or if not then you guys should refund the $1,200! It like you buy something return within 30 days within policy expired date but never get your money back . Is that make any sense at all?  
    I did order another container that why I want to go back to original space of $6,057 be cause the sale rep promised me 2 truck instead he had only 1 truck! So I can see is not working out on my moving day. Well below my weight limited that I requested.  I told is about 15,000bl over So and the rep only put 9,800lb in new quote . That why I canceled the second order on June 17,2023 . 
    Since  you guy charge me about $13,000 on the day you show up . I have no choice but to tried load everything up the truck and also cost me additional 16 foot container I order from ***************** The whole moving cost me over $20,000 just to move my stuff ! 

    I have a new born baby and a 5 years old kid . Imagine moved long distance and no stuff for use in 3 weeks ! When the rep promised me around 5-7 business day only!  Im very stressful through out their moving process .  My new born baby and kid getting sick due to lack stuff need around the house to use. 
     Is just frustrating and stressful how can you guy do this to a customer.  At least I have my stuff now and I dont want to keep pushing this issue. I just want to get on with my busy new life here and start fresh . If you can refund back at least 50%,of my $1,200 deposit then I can forget about this because hiring a lawyer and doesnt matter whos will win it will end up will costing both side more than we Im asking $600 deposit back right now . 

  Customer Answer

  Date: 09/27/2023

  To Whom May concern,

  
    I dont know why my case is closed when there no response from business owner yet regarding to my last offer of $600 to closed this cases . I still losses $600 on my end .

    The last responded from businesses Owner making excuses I made the deposit a year ago when the new deposit clearly on the emailed on 6/17/2023 and I cancel right away after 6/19/2023 ! That only 48 hours that I canceled . Not like a year ago like the business stated and fraud claim. Theyre trying to cover up by preferring to my 1st order and the it was a 2nd order that I canceled within 48 hours ! 

    You guy can see clearly there 2 order . The 1st order is $6,057 on December 13,2022 and the 2nd order of $9350 is on 6/17,2023 which I canceled on 6/23/2023. Is the 2nd order deposit of $1,200 need to be refund that what were talking about.  
    I know my English is limited reason why I dont explain well enough but I hope I explain well this time. 
    Can you please help me open the cases again so we both can resolve this. I know My English is not great but I dont want they keep doing to their other customers and get away with only few hundreds buck . Thank Yoi
  

  best regards,

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

  **********

• Initial Complaint

  Date:09/13/2023

  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 discussed the move with a moving specialist with the company. i had major reservations about booking anything through them due to other poor reviews on BBB. He told me numerous times that the deposit i made was refundable up until 72 hours before the move. I no longer need the move due to life event change and will not be moving to AZ. I've called the company to issue a refund because the specialist is dodging my phone calls/texts/emails and will not respond. The company told me the policy is refundable up until 72 hours after the deposit was made (which is not what the specialist told me over the phone).

  Business Response

  Date: 09/13/2023

  To Whom It May ****************** are in receipt of this complaint. We will be attaching a signed copy of the document provided prior to booking. This document explicitly explains the cancellation policy in large bold letters at the top of the first page. Our cancellation policy allows for a 72 hour cool down ******. Once the customer is beyond the 72 hour ****** their deposit is no longer refundable. Should the customer want us to place the move on hold for future use of his deposit we are happy to do so but we are unable to offer a refund of their deposit. 
  
  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, 07/19/2023 06:48:34 PM (ET)
  Document Signature Name: *****************************************
  Document Signature Email: ************************
  Document Signature Date: Wednesday, 07/19/2023 06:55:36 PM (ET)
  Document Signature IP Address: 108.231.125.24
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 09/13/2023

  I acknowledge the fact of the info in the contract. My complaint is that the specialist explicitly said otherwise. There was an implied contract made by your employee. I had been in frequent communication w ****** on this specific item. 

  Customer Answer

  Date: 09/24/2023

  This company needs to reign in its sales staff. The moving specialist explicitly told me multiple times something that directly contradicted the contract. He told me multiple times that the deposit was refundable up until 72 hours before my move. They cant just tell customers stuff to lock people in to a contract. This company is extremely shady. The public needs to know how this company operates. 

• Initial Complaint

  Date:09/01/2023

  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 hired this company to move me from ********* to ******. They quoted me a price of approximately $5000.00. I paid the upfront $2144.00 on the 9rth of August, on the 24th I was required to pay another $2000.00. The rest to be paid on delivery of my belongings. The Movers came in on the 29thv by of August, the ******* took one look and told me it was a full pack and wanted me to pay an additional fee of $18,000. I told him that I could not afford to pay that much as we are a retired couple on a fixed income. He chose to leave us without any services rendered. When I called the company they told me I should have accepted the allotted space and just leave the rest of my belongings to the landlord, so I there for forfeited my entire deposits. They were very rude and condescending to me and have refused to return my funds. I am now out of slot of money and cannot afford to have another company move. My landlord has given me to the 10th of September to be out of the apartment.

  Business Response

  Date: 09/08/2023

  To Whom It May ***************** are in receipt of this 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. Upon the team's arrival and initial assessment it was determined that the customer had significantly more items that what they originally advised us of. They also required additional packing services that were not originally accounted for. We did offer to the customer to take the items that would fit in the original space reservation and that did not require any packing services so that the customer could get some of the items moved. The customer did decline this option. Unfortunately, per the contract signed by the customer, if they refuse services in any capacity at the time of pick up it does render their deposit non-refundable. We have listed the section of the contract acknowledging cancellation policies below for you convenience. 

  As a courtesy we can offer to send a truck out to the customer's pick up location to honor their initial estimate and take the items that will fit in **** cubic feet at their anticipated cost with no rescheduling fee. Should the customer accept this offer they can contact our customer service team at ************ for rescheduling. 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: Friday, 08/04/2023 10:30:45 AM (ET)
  Document Signature Name: ***********************
  Document Signature Email: *******************
  Document Signature Date: Tuesday, 08/08/2023 05:33:19 PM (ET)
  Document Signature IP Address: *************
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  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 *****************************.