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:07/15/2025

  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.

  I contracted with this company in an obvious bait and switch scenario. I was initial quoted 12k to move from ** to **. A couple days before the move they contacted me and raised the fee to 17k. What am I supposed to do 2 day til the move. Then they contract with Best Movers they were to arrive by 8-9 I was told. They get there at 11 dont start til 1. They raise the price to 19k then 20k plus change. Again what am I to do? Im stuck they know it!! They were supposed to bring a semi, they bring a half full box truck and have to go unload it to God knows where 4 times at 2 hours each trip. Nightmare does not even properly describe. The first day delivery available was 6/27. They give you no idea when they will deliver only 24 hours notice. They finally deliver 7/8. Many broken items in the boxes. And after I had to pay $2000 in hotel expenses and food. Please do not use Vantage movers or ********************* They will rip you off!!

  Business Response

  Date: 07/17/2025

  We regret that the customer is dissatisfied with their experience and would like to take this opportunity to respond clearly and factually to the claims raised.

  1. Services and Charges Were Accurately Disclosed
  The customer contracted ********************** LLC for brokerage services, not direct moving or transportation services. Our role, as clearly outlined in the signed estimate and payment authorization, is to coordinate the move by assigning a licensed and insured motor carrier.
  The customer received and e-signed the estimate, which clearly outlined the estimated charges based on the inventory provided by the customer at the time.

  The estimate also explicitly states:

  This is an estimate based on the inventory and services you provided. Additional charges may apply if inventory, space, or services change on move day."

  These disclosures were not hidden or misleading. They were signed by the customer in advance of their move.

  2. Change in Price Was Not a Bait and Switch
  The increase in cost the customer experienced is related to actual inventory and space requirements exceeding the original estimate provided. When the assigned carrier arrived and conducted an in-person assessment, they determined more space and labor were required.
  This process and potential for price adjustments are standard and outlined in the estimate. The assigned carrier, ********************* operates independently and provided the customer with a revised Bill of Lading to reflect the change in services and cost. The customer signed this document, acknowledging the update.

  3. Delivery Window and Communication
  The contract also states that carriers provide a 24-hour delivery notice, which was done in this case.
  Delivery timelines are dependent on factors such as distance, route planning, and **************************** regulations.

  4. Damage and Expense Claims
  We understand the customer experienced damage and inconvenience. However, all claims regarding damage, delivery delays, and additional expenses such as hotel costs must be submitted directly to the assigned carrier, as outlined in the service agreement.

  Nonetheless, in good faith, we have issued the customer a refund of $2,279 of the broker fee.

  5. Attempts to Resolve the Matter
  Since the complaint, we have made multiple attempts to contact the customer via phone and email to further discuss the matter and seek a resolution. Unfortunately, the customer has not responded to any of our outreach.

  In Closing
  We are sympathetic to the challenges the customer experienced and have made a sincere effort to resolve the matter. However, we must emphasize that:

  The services provided by Vantage Movers LLC were accurately described and executed.
  All relevant policies, costs, and limitations were disclosed and signed for in advance.
  The carriers actions and performance are outside our direct control, though we regret the inconvenience caused.
  We remain available should the customer wish to discuss this matter further.

  Sincerely,
  Vantage Movers LLC
  ******************************start="3968" data-end="3971"> ??**************
  ******************************************************************************************************************

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23605586
  
  I am rejecting this response because: I have moved 4 times in the last 10 years. from ** to ** from ** to *******; From ** to ** and from ** to ** .  I have never experienced what I experienced  with these two Companies Vantage and ********************* The service was poor and you the customer never knew where your furniture was and if you were ever going to see it again, which is what I felt in the more than  10 days leading up to final delivery.  Never in the previous moves have I felt taken advantage of as  I did with both of these companies. Before I was given a fee and that was the fee. they did not raise it 4 times and $8000.00 on me. this company should be ashamed of themselves. I will never remove my complaint and I want everyone to see it, so they are not swindled by these companies as I was. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/18/2025

  We are disappointed that the customer remains dissatisfied, but we must reiterate that Vantage Movers did not *******, deceive, or take advantage of the customer in any way. We provided services consistent with our agreement and industry standards.

  This move was booked under a space reservation agreement, where the price is based on the volume (space) the customer reserves on the truck not simply a flat fee. The customer originally declined to complete a full walkthrough with our team, instead choosing to match the estimated space she received from a separate moving company.

  Later, when we were able to conduct a walkthrough, it became immediately clear that the volume of items the customer intended to ship significantly exceeded the originally reserved space. This discrepancy is precisely what led to the price increase. Per the agreement which the customer reviewed and signed if additional space is required due to more items being shipped than originally disclosed, additional charges will apply. These increases were not arbitrary or excessive, but based on the actual space and labor required to fulfill the move.
  
  We understand that moving especially long-distance is a stressful experience. However, our team made multiple good-faith attempts to contact the customer directly to clarify and resolve their concerns. Unfortunately, the customer declined to speak with us or engage in a productive conversation. We remain open and available should she decide to engage constructively.

  Vantage Movers takes every complaint seriously and strives for honest, transparent service. However, misrepresentations like swindling or shameful conduct are simply not supported by the facts. We followed the agreed terms, communicated openly, and adjusted pricing only in response to increased volume.

  We continue to stand by our teams professionalism and remain willing to discuss a resolution if the customer chooses to do so.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23605586
  
  I am rejecting this response because: I spoke with this company several times when they were raising my price $******* x mo one would negotiate with me. They were rude and knew they had you because at the day before and day of moving what are you going to do?? I can  understand a small adjustment although I never experienced a price raise on any of my previous moves and ******* is ridiculous I had friends just move with 2 full semis across the country and they paid less than me. I would never had gone with this *** If I knew this was going to happen. The stress from the price increase, rude service on moving out day, lack of a semi so many multiple trips lasting til past midnight that day, and not know when my furniture was arriving and waiting almost 2 weeks made me end up with heart palpitations and anxiety attacks. All around horrible experience. I have moved many times and NEVER have I had such a horrible experience. I do not want anyone else to go thru what I have this last month!!
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 07/18/2025

  ****** do not use this company!!!!

• Initial Complaint

  Date:06/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arranged a move for a retired single woman moving from ******** to ******** to be closer to her son. Vantage quoted me a price of $1900 and today, a *** called her to finalize the move only to learn the price was $1000 higher to move a couch, an item I had informed the company about prior. My feeling is they are taking advantage of a senior citizen by their unexpected upcharge. 2 calls to speak to a *** have gone unanswered.

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention. We have been in direct communication with the customer regarding their concerns and are pleased to report that we have reached a resolution.

  Customer Answer

  Date: 07/02/2025

  I am withdrawing my complaint at this time, thank you.

• Initial Complaint

  Date:06/27/2025

  Type:Order 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.

  Vantage Movers - IS A BRIOKER - NOT A MOVING COMPANY!! We signed a moving contract from **********, ** to ******, MI and Vantage did a Facetime Physical Inventory prior to the quote being supplied to me as we went through room by room, item by item that was to be moved as of April 20, 2025.Vantage Movers and I agreed to not to exceed price as I have attached there signed quote. Vantage then brokered ******************* out of ******, **. Remember i am in ******* :)******************* arrived on the afternoon in which i was scheduled to move out of the house and they went through the quoted inventory with me and it was less than what was quoted. I was told by ****** at Vantage movers that I would be able to view the amount of cubic feet were consumed in the trailer and ******************* Drive stated that would be fine prior to loading.Once ******************* was done they stated that there is an additional $2400 + charge that I had o be paid as they stated that it consumed bore than the 1440 cubic trailer space and would not allow for me to view inside the trailer to see for myself and I hav to pay the increase or they would off load all of the items from the trailer.Also ******************* damage several items when off loading to our new house in ******** that is described, signed and dated, Neith Vantage Movers or Best moving Service will not pay for the personal items that was damaged and it will be paid based on weight of the item and not the actual value of the item that was damaged.Everyone was paid over and beyond what should have been paid and we are out over $5k of overpayment and damaged with no reasoning.All they state is "RED THE CONTRACT YOU SIGNED!!" **************************

  Business Response

  Date: 07/09/2025

  Dear BBB,

  Thank you for the opportunity to respond to the complaint submitted by **** ****** regarding their recent relocation experience.
  We acknowledge the concerns raised by the customer regarding their move from **********, FL to Macomb, MI, and the involvement of a third-party carrier. While Vantage Movers operates as a broker, not a carrier, we take customer concerns seriously and always strive to ensure positive outcomes in every transaction.

  Resolution Achieved:

  We are pleased to confirm that this matter has been fully resolved with the customer. After further communication, all outstanding concerns were addressed, and a mutually agreeable resolution was reached.

  We appreciate the customer's willingness to work with us through the resolution process. While we regret that their experience did not initially meet expectations, we are committed to learning from each interaction to improve our service going forward.

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:06/19/2025

  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.

  Vantage Movers overcharged me $1,708.00.The Senior Moving Coordinator quoted me $2,505.00.He assured me that my deposit ($835) would lock in my rate. I was told an agent would come to my home to review the final inventoryi. This was not done. The movers on pick.up.and delivery were crude and demanded I pay amounts that exceeded the amounts agreed upon. Some of my major furniture were damaged or missing. When I call to.speak to.the.coordinator, I was told he was either on the phone e or out of the office. No esponse to date.

  Business Response

  Date: 06/30/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and are committed to addressing them thoroughly and fairly.

  Upon receiving this complaint, we promptly contacted the customer to discuss the concerns and have since reached a resolution. As a gesture of good faith, we are refunding the full deposit paid.

  While the final price increase was due to a rise in the number of items being shipped beyond the original estimate, we acknowledge that this increase should have been identified earlier by our quality assurance team. It is our responsibility to ensure that both our team and our customers are adequately prepared for any adjustments, and in this case, that process did not meet our standards. We regret this oversight and are taking steps to strengthen our internal review procedures.

  We sincerely apologize for the inconvenience and frustration this situation has caused. Our goal is to provide reliable, transparent service, and we are using this incident as an opportunity to improve our operations and customer communication moving forward.

• Initial Complaint

  Date:06/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Vantage Movers for a cross-country move. When I spoke to an agent on the phone, he told that his company was not like other moving companies in that they do not add additional fees after the moving costs have been agreed upon. This turned out not to be the case. At the last minute -- days before delivery -- Vantage informed me that I was required to pay an additional $400 because the moving truck my belongings had traveled in could not reach my new residential address. Regardless of the merits of this, this is obviously something the company should have flagged to me beforehand. They knew what address I was moving to from the beginning. I can only assume that they did not do that because they did not want to disclose the additional fee.

  Business Response

  Date: 06/05/2025

  Thank you for taking the time to share your feedback.

  Shuttle fees are most commonly applied in dense urban areas such as *********, *****, and *******. However, there are casessuch as yourswhere the delivery location may not be safely accessible by a the delivery truck, even outside of these cities.

  After reviewing the delivery photos provided by the carrier onsite, its clear that the driveway at your residence could not accommodate the delivery truck, which made the use of a shuttle necessary. Typically, if a shuttle fee is found to be unjustified, the carrier will issue a credit. In your case, because the fee was deemed necessary and valid, a credit from the carrier is not expected.

  That said, as a gesture of goodwill, we are offering a $200 partial refund from our side as the broker. We hope this demonstrates our commitment to providing fair and responsive service.

  Please dont hesitate to reach out with any further questions or concerns.

  Customer Answer

  Date: 06/07/2025

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

• Initial Complaint

  Date:05/03/2025

  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.

  DO NOT use Vantage Movers. They subcontracted my move to ****************************** (also operating as *******************), who are not authorized by the ***** to transport household goods. ***** then brought in **************** & potentially another unverified company. This felt like a shady pyramid scheme from the start.What you're quoted is not what youll payexpect fabricated fees added at every step. ***** from USA Van Lines was especially unprofessional, inventing charges not listed in the contract & repeatedly pressuring me with aggressive behavior, saying I have to take care of him, while damaging my furniture & losing parts. He even forced me to leave a positive review while my belongings were still on the ******** one from Cobra responded to me for over a week until I looped in *************************** financial advisor. I later discovered my items were held in storage for 3+ weeks without explanation. ******* from Cobra gave no answers, only saying legally they didnt have to deliver for 30 business dayswhich they ****************** day was another disaster: fragile boxes rolled upstairs (after I paid $300 for the stairs), everything arrived damaged, disassembled, or completely broken. ************* disassembled furniture they werent supposed to, lost hardware, & left it unusable.Worse, half my boxes never arrived. What did had been ransacked. Items of sentimental & monetary value were stolen, including jewelry (a ***** necklace), heirlooms (my grandmothers Buddhas from *****), & brand-new belongings. They clearly went through everything, knowing I was driving cross-country & couldnt take much with me. I even received an empty boxjust wrapping paper ********* company involved is taking accountability. I've filed reports with *****, police, BBB, & will be pursuing legal action. They refused to give me the storage addressthis is theft, pure & *********** yourself heartbreak. These companies are running a scam, & I will not stop until there is justice.

  Business Response

  Date: 05/09/2025

  Thank you for your feedback. We take all concerns very seriously and sincerely regret the distressing experience youve described. We want to clarify that a full refund has already been issued to you from Vantage Movers on the deposit, and we are actively working with both you and the carrier assigned to locate and recover the missing belongings as well as assist in filing claims for any damages.

  Please note that all carriers within our network are fully licensed, bonded, insured, and active with the ********************************* (***). That said, we understand that your experience did not reflect the standard of service we aim to provide, and we are using this situation to reinforce accountability across our network.

  We remain committed to resolving this matter and supporting you every step of the way.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23282096
  
  I am rejecting this response because:
  

  I was required to pay in 3 installments- Vantage, and 2 to other companies hired through Cobra including *************. I received 1/3 of the total amount paid. This is not appropriate. This is criminal activity as the company you employed opened up every single one of my boxes and stole most of my belongings, as well as what did not arrive. The furniture that did arrive is broken, and due to the negligence of care of my belongings and watching movers roll my boxes up the stairs which I paid an additional $300 for, my toaster started the beginning of a fire. Just about every single box that did arrive was upside down and missing items. The remaining $1801.2 needs to be refunded, as well as the broken and blatantly stolen items, as I am waiting to hear about the rest of my missing boxes.

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

  Business Response

  Date: 06/03/2025

  As a broker, our role was to coordinate your move and connect you with licensed motor carriers, who handled the actual transport. While we understand your frustration, we were not involved in packing, transporting, or delivering your items. We refunded the portion of your payment related to our services. For damages, missing items, or any additional compensation, claims must be filed directly with the carrier. Filling out the claim is the first part to get a list of the damages and missing items. After the claim has been submitted we will assist in any way we can for additional compensation from the carrier.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23282096
  
  I am rejecting this response because:

  You hired another broker, which I was unaware until my belongings were in the truck and I was forced to quickly sign another 11pg contract. Then when I had to Zelle the money, I found out I was paying USA ********* who has not had an active DOT since 2012. Vantage is the company I went through so you need to get involved. Cobra is not complying with the police and giving them the address where the storage is at. There is no investigation of where my belongings went or who stole my items. There has been no refund. I am working on the list however they stole and ruined my entire life and as I am only allowed to submit once I'm not going to send it without ensuring I've had the time to remember every single thing I owned. In the meantime of the investigation- I am expecting a full refund of what I had to *****. ***** also said he was going to call me and he never did, then never returned my call.

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

  Business Response

  Date: 06/17/2025

  We understand your frustration and the emotional weight of this situation. If you are in the process of compiling a list of missing or damaged items, please take the time you need. Once completed, we will assist in forwarding it to the appropriate carrier and will continue to advocate on your behalf for both resolution and reimbursement.

  Thank you for your patience, and again, we are deeply sorry for your experience. Please feel free to reach us at ************** should you need anything in the meantime.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23282096
  
  I am rejecting this response because:

   

  I am getting a lawyer. There is no refund of the move, zero investigation of who stole my belongings from who you hired, where the rest of my belongings are, zero accountability, and you will not comply with the police. I am creating a list and as it is my entire life it is going to take time, but none of these steps above have been taken by you. See you in court.

   

  Business Response

  Date: 06/21/2025

  We understand how upsetting this situation has been and take it seriously. Vantage Movers has already issued a full refund for our portion of the service. Weve also been in contact with the carrier, ***************, who inform us theyve made multiple efforts to assist with your claim and coordinate with law enforcement. However, theyve reported being unable to proceed due to the nature of your interactions.

  We encourage continued cooperation so that your concerns can be properly addressed.

• Initial Complaint

  Date:02/26/2025

  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 had faced lot of issues and still haven't received any refund yet. They come up with a fair price initially to lure people in but during the pick up and dropoff they end up charging almost 3X time the initial quote.Even with me paying 3X of my initial quote here are the horrible things happened to me.1. Dis-assembly was not done properly.2. Charged extra while pick up saying that my partment was too far from the elevator which is not 3. Charged extra for space when I clearly packed and told them what exactly I have.4. My TV, TV Stand, Fan, bed frames were broken, bags were torn 5. One of the large box was completly missing 6. My delivery was happened at around 1am in the morning. very un professional. I have ealderly people sleeping.7. They again charged extra while delivery that the apartment is away from the elevator which again is not the case.8. Lot of the items were either broken or missing and no proper assembly was done. Most of the screws, nuts were lost when we receive.9. I right away complainted about broken and missing items and the person who delivered did not care and told me to claim what is broken and missing.And yes I filed a claim and it has been 2 months and nothing happend yet. There customer service is a big joke.Right now I ended up paying 3500+ dollars for 1 bed room apartment move and ended up with Broken, damaged, missing items all over. I regret doing this and choosing them.I could have sold my stuff and bought new items which looks like a cheaper option now than wasting money and delivered broken pieces.

  Business Response

  Date: 03/05/2025

  Dear *****,
  We sincerely apologize for the difficulties you experienced during your move. We understand how frustrating this situation has been, and we regret that your experience did not meet your expectations.
  As a licensed moving broker, our role is to coordinate moves by connecting customers with licensed and insured motor carriers. While we facilitate the booking process, we do not physically handle or transport items, nor do we determine final charges, as those are based on the actual conditions at pickup and delivery, as well as the final space used in the truck.
  Regarding your concerns:
  Additional Charges Any extra charges for elevator distance, additional space, or long carries are assessed by the carrier based on the actual conditions at the time of service. These charges are outlined in the estimate under potential additional fees, and we regret any confusion regarding these costs.
  Damaged & Missing Items We understand that you reported damages to us, and we relayed this information to the carrier, as they are responsible for handling claims in-house. Since claims are processed directly through the carrier, it is their responsibility to contact you regarding your claim. Unfortunately, we do not have access to their claims process or updates, but we encourage you to continue following up with them to ensure your claim is reviewed. If you encounter any issues reaching them, we are happy to assist in following up.
  Delivery Timing We recognize that a late-night delivery was inconvenient for you, and we sincerely apologize for any disruption this caused. Delivery schedules are managed by the carrier, and while we advocate for reasonable delivery hours, factors such as route delays and scheduling logistics can sometimes lead to unexpected timing changes.
  We truly regret that your experience did not go as planned, and we appreciate you bringing these concerns to our attention. If theres anything we can do to assist you further with your claim or any other matter, please feel free to reach out to us at **************.
  Thank you for your patience and for giving us the opportunity to address your concerns.
  Warm regards,

  Vantage home movers

  Customer Answer

  Date: 03/11/2025

  
  Complaint: 22992968
  
  I am rejecting this response because:
  As a licensed moving broker, it also your responsibility to transport the items carefully and only connect with good carriers who really cares about items.
  

  Regarding your answers: 

   Additional Charges I totally disagree on your explanation. My elevator distance is much higher during pickup than the delivery but I was charged 150 while pick up and 250 while delivery. How do you explain that? and more over the fuel surcharge was charged twice. I have attached the documents here and nowhere in the agreement was it listed that there will be a double surcharge.

  
  Damaged & Missing Items I have to say that I am okay with the refund options that you are providing me that too only for the damaged and missing items because thats how the agreement is and I abide by it. However I totally disagree with the additional charges listed above.

  I was in call with Panther couple of days ago and I still havent heard back from them regarding the additional charges. This is already more than 2 months now

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

  Business Response

  Date: 03/18/2025

  Dear *****,
  Thank you for your response and for giving us the opportunity to clarify your concerns further. We truly understand how important transparency is during a move, and we appreciate your patience as we address these matters.
  Regarding your concerns:
  Fuel Surcharge & Additional Charges We want to clarify that you were not charged twice for fuel. The initial fuel surcharge of $144.00 was based on the original estimated cubic footage. However, as your shipment increased by 100 cubic feet, the fuel charge was adjusted accordingly to $192.00 to reflect the updated total. Additionally, this cubic footage increase resulted in a price adjustment of $400.00, which was reflected in the final charges.
  Long Carry & Stair Fees The $150.00 charge at pickup was not a single long carry fee but rather a combination of two separate charges:
  $75.00 for stairs
  $75.00 for long carry
  These charges were documented on the Bill of Lading, which was presented and signed on the day of pickup.
  Additional Charges at Delivery We understand your frustration regarding the additional charge at delivery. While we do not determine these fees, they are assessed by the carrier based on the conditions at both pickup and drop-off locations. If you still have concerns about these charges, we encourage you to continue following up with the carrier, Panther, as they are responsible for these assessments. We are happy to assist in facilitating communication if needed.
  We appreciate that you are moving forward with the claims process for missing and damaged items, and we hope for a swift resolution on that matter. Please know that we remain available to assist in any way we can. If you have further questions or need additional clarification, feel free to reach out.
  Thank you again for your time and patience.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22992968
  

  Dear Vantage,
  Thank you for your response

  I am rejecting this response because of the following reasons:

  Regarding your answers:
  I agree that the initial fuel surcharge is $144.00 for 300 cubic footage which is 12% of 1200 dollars (as per your quote). Similarly an extra 100 cubic feet is 400 dollars of which 12% is an extra of 48 dollars but I was charged 192 instead of 48 dollars (which is including the initially paid 144+48=192). This is not adjusted, this is over charged!
  
  I am okay with the 400 dollars charge for 100 cubic feet and the long carry fee. Also, please confirm that Stair fee is needed even after using the elevator for moving things? If yes I am okay with the Stair fee as well at the time of pick up.

  
  Regarding Additional Charges at Delivery I still have concerns on the over charge during the drop off. Panther Movers is not responding at all. I tried to message them, it has been more than three weeks since I explained them about the over charge and no body reached out to me till date.

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

• Initial Complaint

  Date:01/24/2025

  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.

  We signed a contract to do a move from **** to ************** starting in May of 2024. They contracted with a moving company that was not licensed or insured. At the end of pick up, one of the employees of that company halfway closed the moving truck door, sat inside, and smoked a cigarette with all of our possessions. This was only the beginning of our nightmare. Fast forward to June of ***************************************************** **************. We were promised to delivery date a few weeks out. That didn't happen. We called again and found out that the number we were given was for an employee that had done the move, and that was not the moving company number to contact for delivery. We called the correct number and scheduled a delivery. That delivery date wasn't fulfilled. We would call over and over again, and be promised dates for drop off that never happened. After that, they started to stop answering phone calls entirely. This went on for well over a month. We started to involve a lawyer. This seems to help a little bit, but then they started to ignore our lawyers calls. We were fully expecting to never see our stuff again. Finally, this company contracted a third moving company to fulfill the move. When the stuff finally arrived, it was an absolute shambles. Of my household, half of the things were either missing or significantly damaged. All six mattresses were gone. My bed frame, and half of the parts for all of my childrens bed frames were missing. Most of the pieces for my dining room set were gone, with the only remaining piece being the table top. That table top was significantly damaged, and looked as if it had been sitting on its end in shallow water for several weeks. Boxes were smashed, totes were crushed, including one tote that looks like it had been exploded. So many things were smashed, missing or stolen, and I'm totalling several thousand dollars worth of damaged and lost goods. This experience has caused emotional and financial ruin.

  Business Response

  Date: 02/06/2025

  Dear ****** ******/****** Steadman ,
  We sincerely apologize for the frustration and distress youve experienced during your move. Moving is a significant event, and we understand how upsetting it must be to have faced these challenges with your delivery.
  As a licensed moving broker, our role is to coordinate moves by connecting our customers with licensed and insured motor carriers. While we facilitate the booking process, we do not physically handle or transport any items, nor do we manage the claims process for damages or missing items. We want to assure you that we take customer concerns very seriously, and we regret that you went through this experience.
  Regarding your claim for missing or damaged items, we do not have any prior record of these concerns until receiving this complaint. All claims related to loss or damage must be filed directly with the carrier responsible for transporting your belongings. If you need assistance with locating the proper claims process or contact information, we are happy to provide that to help guide you in the right direction.
  Again, we truly regret the difficulties youve encountered, and we appreciate you bringing this to our attention. If theres anything we can do to assist you in filing a claim with the carrier, please let us know.
  Warm regards,

  Vantage Home Family

• Initial Complaint

  Date:01/21/2025

  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.

  We contacted this moving company for an estimate on 1/13 and gave a deposit . There cancellation policy stated we can cancel up to 3 days before the anticipated move . We actually cancelled the next day. If you look atvthe contract it's very deceptive as the intentionally spelled their email incorrectly but I got the correct one and emailed them . They responded stating I would get a refund the next day and they would send me a copy of the receipt. It's been over a week and 4 attempts to get the receipt of the refund has gone unanswered . *********** stated they have not issued the refund.

  Business Response

  Date: 01/24/2025

  Dear MR. **** ,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the delays you experienced regarding the processing of your refund and any inconvenience this has caused.
  We want to confirm that your refund has been processed, and a copy of your refund receipt has been sent to you. Depending on your financial institution, it may take up to ******************************************** your account.
  We regret any miscommunication on our part and acknowledge that we should have provided you with more timely updates. Once again, we apologize for the delay and thank you for your patience as we work to improve our billing processes.
  Should you have further questions or concerns, please feel free to contact us directly at **************.
  Warm regards,
  Vantage Home Movers

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22837479
  
  I am rejecting this response because: as of today no refund has been issued 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/07/2025

  Please refer to the attached PDF the refund receipt. We processed the refund in the full amount of $1,500.00 on 1/20/2025. This receipt was also automatically sent to the customer's email on file as well. Please be aware that after we submit the refund via our merchant it is deducted out of our account and is up to the card issuing institution to credit the funds to the customer. If the customer has not received the credit yet and it has been more than ten business days, I would recommend using the transaction information in the receipt and calling the card issuing institution to find out if they have credited the amount yet. Simply let them know that you have received the refund receipt but can't find the credit on the bank/credit account.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22837479
  
  I am rejecting this response because:

   

  yes they refunded the money only after they lied and stated it was issued the week before and having to contact the bbb and our credit card company 

   

  please see email that was originally attached showing they claimed they issued it a week earlier ... stop plaming the credit card company when u didnt issue the refund untill the date you even stated in your response 

   

   

  horrible you have to go thru this to obtain a refund 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/25/2025

  Dear **** ****,
  We sincerely apologize for any frustration you experienced during the refund process. We completely understand how important timely communication is, and we regret any misunderstanding regarding the timeline of your refund.
  To clarify, when refunds are issued, they must first clear through our banking system before being processed by your financial institution. This process typically takes 7-10 business days before the funds reflect in your account, depending on your bank's processing times. We have attached the refund receipt for your reference, confirming the refund was successfully issued.
  We truly regret that this process caused you any inconvenience, and we appreciate your patience throughout. If there is anything else we can assist you with, please dont hesitate to reach out.
  Warm regards,

  Vantage Home Family

• Initial Complaint

  Date:12/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vantage Movers was hired for our cross-country move in October of 2024. They picked up our items in ***********, **********, on October 29, 2024. The pick-up was a disaster. They are a broker, and we made a mistake with this company. We have now read their BBB reports and are horrified. We were told that it would be ***************************************************************************** ***********. We have been lied to and misled for the entire time they have had our items. We were told that they would, at last, be delivered within their delivery window on Wednesday, November 27, the day before Thanksgiving. We had to check in with the company to discover that our items would not arrive until Saturday, November 30, or Sunday, December 1. Those days rolled around, and we again had to check in with Vantage movers regarding the status of our items. Now, the delivery date is set for Saturday, December 7. We had to check in with Vantage movers today, and they have moved the delivery date to Monday, December 9. At this point, they are outside of the agreed upon 21 business day delivery window. They have never once provided us with an accurate location of our items until we demanded them today, Friday, December 6. They only shipped our items out yesterday, December 5, so we have been misled and lied to. We will involve local authorities on Monday if our items have not arrived by the end of the business day.

  Business Response

  Date: 12/19/2024

  Thank you for taking the time to share your concerns about your recent move with us. We sincerely apologize for the frustration and stress caused by the delays and lack of communication regarding your delivery. We understand how difficult it is to be without your belongings for an extended period, and we want to address your concerns directly to work toward a resolution.
  As a moving broker, our role is to coordinate with licensed and insured carriers to facilitate your move. While we strive to ensure that all moves are completed within the agreed timeframe, we regret that your delivery has fallen outside of the 21-business-day window. Delays can occur due to unforeseen logistical challenges, but we take full accountability for the lack of timely updates regarding the status of your items and the frustration this has caused.
  To resolve this matter, we would like to propose a discussion for compensation. While broker fees are typically non-refundable, we are willing to explore reasonable compensation for the inconvenience caused by the delay in delivery. We will be happy to discuss this further!

  We deeply regret that your experience did not meet the high standards we set for ourselves and that you rightfully expect. We are committed to resolving this issue as quickly and smoothly as possible. Please feel free to reach out to us directly at ************** so we can assist you further.
  Thank you for your patience and understanding as we work to make this right.
  Warm regards,

  Vantage Home Family!