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:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started looking at moving companies in September 2024. What ended up happening with Vantage movers was unprofessional and just showcased a company that does not truly value its consumers. I was aware that the estimate I provided at my initial call would not be the same as the one provided at my ***************** call since the final inventory changes. What I did not know was that the price given to me at my quality assurance call would be vastly different when the actual drivers arrived. I provided detailed information at my quality assurance call. I even offered to measure my items. I was trusting that whatever system they were using would give me an accurate cubic ft. The caller even stated that he wished all customers provided as much information as I did. And that the cubic ft was not off by much compared to my initial. I stated multiple times that I did not have more money to spend on this move so I could not do it if it was a lot more than I was told. I was reassured that I gave a good accounting. Once the drivers arrived the final cu ft was almost 380 more than I was told which ended up being about 2000 dollars more. After talking with them multiple times about my concerns I was told It is on the documentation you signed. This was not verbally told to me. I should have checked that paperwork with a fine tooth comb, but it is also the companys responsibility to inform its customers ,verbally, that the day of the number could be very different. Not once was I told the system we are using might underestimate the cubic ft you actually need. Essentially I feel that my choice was taken from me. If I would have been verbally told that when the drivers arrive I could spend up to 2 grand more I would have cancelled the move. But instead I found out on the day the drivers got to me. I asked for some reimbursement as it is not my fault that the system in which they calculated my cubic ft was wrong by a lot all I received was a "next time read the fine print."

  Business Response

  Date: 12/09/2024

  Dear **** ***** , 
  Thank you for sharing your experience and providing detailed feedback. We sincerely regret that your move did not meet your expectations and would like to address the concerns you raised.
  1. Estimates and Final Cost
  We understand how important transparency is during the moving process. As noted, the estimate provided during your ***************** call is based on the inventory list and details you provided. We appreciate the detailed information you shared, and it is evident that you took great care to provide an accurate account.
  However, as outlined in the signed agreement, the final cost is determined by the actual cubic footage of the items loaded onto the truck. Changes in the volume or configurationsuch as items being larger or unable to be stackedcan result in an increase in cubic footage and, consequently, the price. While this is noted in the contract, we understand that clearer verbal communication during the process could have helped set expectations.
  2. Communication Concerns
  We are sorry that you felt caught off guard by the adjustment on the day of pick-up. It is never our intention for customers to feel misinformed or unprepared. While we strive to explain the process thoroughly, we acknowledge that additional clarification about potential changes on moving day could have been helpful in your case.
  3. Reimbursement Request
  After reviewing your request, we found that the charges were consistent with the additional cubic footage and outlined contract terms. As such, we are unable to offer reimbursement. However, we genuinely value your feedback and will work on improving how we communicate potential cost changes during the estimation process.
  We regret that your experience did not meet your expectations and appreciate the opportunity to learn from your feedback. If you would like to discuss this further, please feel free to reach out to us directly.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22606212
  
  I am rejecting this response because: I reached out to vantage movers after they attempted to reach me on Friday during business hours and as of 2:51pm on 12/9/24 they were still waiting on pictures from the drivers to determine why my cubic ft was so much more.

  
  Again, my issue is that because I was not verbally informed that the number at my quality assurance call could be vastly different than the day of pick up I feel that my choice was taken from me. If I would have known that I could have been charged an additional 2000 dollars which is what happened I would have cancelled the move at my quality assurance call.
  

  The contact also doesnt state how much more I could end up paying. Being that this company has been in business for many years I feel that it should have been there duty to guide me better in this process and make the nuances of the contract clearly. Especially the part that would have made a drastic difference to me. Which is the additional 2000 dollars that had to be paid. It is a business responsibility to be transparent not just in writing but verbally about what could happen with a consumers finances, especially when I stated multiple times my concerns with money. They were not and that is my issue.
  

  And while I understand that this is in the contract. The fact that it was not verbally told to me and I was led at my quality assurance call to believe that the final number would not be off by a lot led to me being misled. I  trusted a company that relies on the read the fine print and that is where I was wrong. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/18/2024

  Thank you for your continued feedback. We sincerely apologize for the frustration and concerns youve expressed about your moving experience. Transparency and customer satisfaction are very important to us, and we take your concerns seriously.
  To address your concerns regarding the differences in cubic footage: While we do our best during the quality assurance process to provide a precise estimate based on the inventory list provided, the final cost is determined by the actual space used in the truck on the day of pickup. This can vary due to factors such as additional items or how items are loaded onto the truck. For example, if certain items cannot be stacked safely, they may take up more cubic feet than initially estimated. These details are outlined in the contract, which states that adjustments to the cost may occur if the cubic footage differs on the day of pickup. However, we understand your concerns about the verbal communication during this process, and we regret if it caused any confusion.
  We recognize that moving is a significant financial and emotional undertaking, and we understand how upsetting unexpected costs can be. We strive to ensure that our customers are fully informed, both in writing and verbally, and we are reviewing this situation internally to identify how we can improve the quality assurance process and better guide our customers through potential adjustments in pricing.
  Please know that your feedback will be shared with our team, as we are constantly working to improve the transparency of our communication and ensure our customers feel confident in their decisions. If you would like to discuss this matter further, please do not hesitate to reach out to us directly at [Your Contact Information].
  Thank you again for sharing your concerns, and we sincerely apologize for any misunderstandings.
  Warm regards,

  Vantage Home Movers!

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22606212
  
  I am rejecting this response because: I have attempted to discuss with the company directly and do not get any feedback on time or they say they will check into it and do not. I am at the point of looking for legal advice because even with the screenshots that I showed that someone was going to reach out to me regarding financial compensation there has been no response. Instead the replies that I have received are repeating the same thing that was said before. I attached messages showing that due to my initial complaint someone was looking into it because "what I was quoted for was off by a lot". This is my issue, so someone from the company can acknowledge that but they can't provide me financial compensation for their lack of transparency during my move? For not adequately informing me verbally that I could spend an extra 2000? And not offering anything other than an "I'm sorry for the misunderstanding". I was not asking for all of my money back. This company is one I will never recommend. I will continue to write my reviews on the way that they handle business and do not take accountability for the lack of care or information they provide to their customers. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been scammed out of $1150 by this business. I was sold a moving contract by sales *** named *****. I gave him a very clear description of all the items I needed moved for my relocation. I asked 3 times if there were any hidden charges, and his answer was no, this is the amount you will be charged. When the movers walked into my apartment he instantly stated, " this is more than what's listed on the contract." He said you have 800 cubic feet not 568 as listed on my paperwork. His explanation and Vantage Movers was the fact that some of my items were not stackable which increased the cost by $1040. The sales *** ***** never once gave my wife and I any indication that due to our items being unshakable we would be charged more. When I contacted Vantage Movers they just apologized and told me I should have read my contract. They also informed me that I forfeit my $1150 deposit if I choose not to pay the additional $1040. I gave a detailed description to ***** the sales *** and he assured me that the price he was quoting me was accurate. My wife was sitting here listening to our conversation. I canceled my move and requested a refund for the price increase and for the false sales pitch by *****. ***** at Vantage Movers just kept telling me ai was not getting a refund. We were misled from the beginning of this transaction. All I want is a refund for this deposit. Nothing more nothing less. My wife and I are in our 60'. This was a Bait and Switch scam if ever I have seen one. Please help. We are not wealthy people. Thank you **** and ***** *********.

  Business Response

  Date: 12/05/2024

  Dear **** and ***** *********,
  Thank you for bringing your concerns to our attention, and we sincerely apologize for any frustration or misunderstanding youve experienced. At Vantage Home Movers, we strive to provide transparent and accurate estimates while ensuring every customer feels supported throughout their move.
  We understand your concerns regarding the discrepancy between the initial estimate and the updated cubic footage provided by the movers. Upon pickup, our team carefully assesses the items to ensure they are loaded safely and securely to prevent damage. During this process, it was determined that some of your items were unstackable, which increased the overall cubic footage from the estimated 568 cubic feet to approximately 800 cubic feet. This adjustment is necessary to accommodate the additional space required for such items.
  Regarding your deposit, as outlined in our terms and conditions, it secures your reservation and is non-refundable. We apologize if there was any misunderstanding during the booking process. We are committed to improving our communication to ensure customers fully understand how factors such as unstackable or oversized items can impact cubic footage and final pricing.
  Again, we deeply regret any inconvenience caused and appreciate the opportunity to address your concerns. Please feel free to reach out to our customer service team directly at [insert phone/email] if you would like further assistance or clarification.
  Sincerely,

  Vantage Home Family

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22569686
  
  I am rejecting this response because: Your sales Representative falsely sold my wife and I a moving package with the assurance there would be no further charges added to our costs. Listen to the phone recording that was generated by ***** at the time of sales. We were told that the price quoted was our costs for the moving package. We want our deposit back and nothing more. If this cannot be resolved amicably we are set to pursue legal action. This was nothing more than a Bait and Switched scam, under the guise of Budget Van Lines website. Just return our deposit and nothing more will be said or done. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 12/17/2024

  Dear Valued Customer,
  Thank you for your response and for sharing your concerns with us. We sincerely apologize for any misunderstanding or frustration caused during your moving process.
  At Vantage Home Movers, we take customer satisfaction and clear communication very seriously. After reviewing your situation, we understand where the confusion may have occurred, and we want to assure you that the representative involved has been addressed to ensure this does not happen again.
  We would also like to clarify that, as a licensed moving broker, the deposit paid covers the logistics of coordinating and assigning your move with a fully licensed and insured carrier. This information is outlined in the documentation provided at the time of booking. As such, the deposit is non-refundable.
  It is always our goal to provide transparent and accurate information regarding costs, paperwork, and services. While we regret any frustration youve experienced, we strive to ensure every customer has a full understanding of their move.
  Should you wish to discuss this matter further or provide additional details, please feel free to contact us directly at **************. We are committed to addressing your concerns to the best of our ability.
  Thank you again for the opportunity to clarify, and we appreciate your understanding.
  Warm regards,

  Vantage Home Family!

  Customer Answer

  Date: 12/19/2024

  I have the text message from ***** informing me that the salesman ***** was no longer involved in this business transaction.  ***** sold this moving package to my wife and I. He assured both of us that there would be no hidden charges. 3 times we asked this question and 3 times we were told there would be no added charges. When I tried to reach out to ***** I was unable to make contact with him. ***** and ***** would not listen to anything I had to say. Your business scammed my wife and I with a moving package you had no intention to honor. When the movers representative arrived at our residence he didn't hesitate to state that our move was going to cost us much more than agreed upon. I want the records of all phone conversations and text messaging to be presented to the BBB. You did not do or honor any part of the package sold to us by your salesman. All we want is our deposit to be returned to us. I have no desire to take legal action beyond our complaint with the BBB but if forced to take legal action. Your company can explain this matter through litigation on why you scammed 2 senior citizens out of our hard earned money.  We would have never hired a company working through ************** good name if we would have known we were going to be scammed. There really isn't anything else I can say that would make a difference now. Please return our deposit and we all can go our separate ways. **** and ***** ********* ************

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22569686
  
  I am rejecting this response because: I would like to have all phone records with your salesman, ***** to be sent to the BBB. Also, please forward all text and phone records with employees ***** and ***** to be forwarded to the BBB. Include all records involving **** D ********* and Vantage Movers. This whole matter can be resolved by returning the deposit to my wife and I. We only want what is rightfully ours, nothing more.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 6th, 2024 I contacted Vantage Movers for an estimate of a possible interstate move from ********** to ****************. In order for them to process an estimate, they required a credit card deposit. ***** *., a senior moving coordinator insured me that, should I not go ahead with the move, the company would issue a total refund of the deposit. I did in fact not go through with the move and the company has been elusive ever since. It took two weeks of insistent phone calls for them to finally cancel the move and send me a cancellation and refund agreement. That was October 4th, 2024. I have an email from them saying they would refund the total deposit amount ($2378.58). Five weeks later I have yet to receive my deposit back. I have called them multiple times and they have given me the run-around over and over. I am not allowed to speak to the billing department even though they constantly speak about the billing department. They've told me the refund has been approved multiple times, but nothing ever comes through. When they say they will call you back with more information, a call never comes.

  Business Response

  Date: 11/18/2024

  Dear *****,
  Thank you for taking the time to share your experience, and I want to sincerely apologize for any frustration caused during this process. We truly value your feedback and are committed to addressing your concerns.
  After reviewing your account, I can confirm that your refund has already been processed. Depending on your bank, it may take up to ******************************************** your account. We understand how important it is for you to have clear and timely updates, and I deeply regret if our communication fell short at any point during this process.
  If you do not see the refund in your account after the stated timeframe, please do not hesitate to reach out. Ill be happy to assist you further.
  Thank you for your patience and understanding as we work to provide the best possible service.
  Warm regards,

  Vantage Home Family

  Customer Answer

  Date: 12/04/2024

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

• Initial Complaint

  Date:09/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broke several florida state laws sent a criminal moving company to handle my daughters move 'panthers moving and storage' who demanded I pay by ***** but was denied due to the fact that they are under investigation by their own bank, breached the contract when delivered on a date we did not agree to

  Business Response

  Date: 10/08/2024

  Thank you for your feedback. We sincerely apologize for the issues you and your daughter experienced during the moving process. We understand how frustrating this situation must have been and would like to address the concerns raised in your review.
  
  1. Contractual Agreement and Delivery Date
  The moving contract you signed, as per industry standard and ************* regulations, includes a "first available delivery date" but does not guarantee delivery on that specific day. The contract allows for a delivery window that can vary depending on factors such as logistics, weather, or road conditions. While we understand your frustration with the delivery timeline, the first available delivery date is when you can start receiving your belongings, not a guaranteed delivery date. We regret if there was any miscommunication on this point.
  
  2. Payment Methods
  In terms of the payment request by Panthers Moving and Storage, we work with various licensed carriers, including subcontracted carriers like ********, to complete moves. Payment methods such as *****, cashiers check, or cash are common industry practices for large transactions. We regret any issues caused by their payment process, but we assure you that we only work with carriers who are compliant with all legal and banking regulations.
  
  3. Carrier Selection and Compliance
  As part of our services, we partner with carriers like Panthers Moving and Storage, which are federally licensed and insured to handle interstate moves. We ensure that the movers we work with meet the necessary legal requirements. Our priority is the safety and satisfaction of our customers.

  Once again, we sincerely apologize for the inconvenience and stress this situation caused for you and your daughter. 
  
  If you would like to discuss this further or if there are any additional concerns, please dont hesitate to reach out to us directly.

• Initial Complaint

  Date:09/23/2024

  Type:Billing 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.

  9/15/24 After recieving a quote of $1883 for a cross country move upon arrival, company double the price to $3775 then tried to charge and extra $600 after the form of payment they would except ***** was out of svc. Called company a total of 12 times, no one ever returns a phone call, ***** and ***** are unprofessional **** and did not deliver at a acceptable time to accomodate my work ***************** drivers and payment arrangements are sketchy. Request a partial refund.

  Business Response

  Date: 10/01/2024

  Dear Ms. Ferriman,
  Thank you for reaching out to us, and I want to personally apologize for any frustrations you experienced during your recent move. We understand that the situation with Zelle being down on the day of delivery was stressful. Unfortunately, this is an external service and not something we are able to control. However, I would like to clarify that alternative payment methods (cash or postal money order) were outlined in both your estimate and during our verification call to ensure flexibility in case of any such issues.
  We also wanted to address the difference between your original estimate and the final one. When you first booked with us, the initial estimate was $1,844, which was based on the inventory provided at that time. As part of our process, we conduct a quality assurance call prior to pickup to go over the inventory list, ensuring it’s as accurate as possible. This step helps account for any additional items or services, such as packing or changes in inventory. After this call, your estimate was adjusted to $3,269.92 to reflect the final list of items and services needed.
  Additionally, we would like to address your concern about delivery timing. While your preferred delivery date was 09/24, the carrier was already in transit for delivery on 09/23. Upon learning this, we immediately reached out to both the carrier and to you to inform you of the situation. You requested that we push the delivery time to after 4 p.m., and we relayed that request to the carrier. Though they were unable to change the delivery date, they did ensure that no earlier delivery attempts were made, so we did our best to accommodate your schedule.
  Our goal is always to ensure a smooth and stress-free move, and I apologize if our communication on the day of delivery fell short of your expectations. We will continue to improve our processes and communication to prevent this from happening in the future.
  Please let us know if you would like to discuss this further or if there’s anything else we can do to address your concerns.
  Warm regards,

  Vantage Home Family

• Initial Complaint

  Date:08/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Vantage Movers to be my moving company on July 10, 2024, for a move from *******, ******* to **********, ***** at the end of July 2024. I clearly told the representative I spoke with that it was one bedroom move and I could move in as of August 1, 2024. I was quoted a price of $2649, and told getting my delivery around August 1, 2024, should not be a problem. Then on July 23, 2024, three days before I had arranged for my stuff to be picked up, without coming to see my stuff or take any pictures of my stuff the Vantage Movers ***************** person raised the price to $3600. I did add three items to my inventory, but I took off four large items for my inventory. Vantage Movers is saying the increase was due to an increase in cubic feet for my stuff, but their only explanation as to why is somethings can't be stacked on others. However, no one at Vantage can provide me with from what source, a law, a written guideline, a policy that decision is made. Vantage will also say I signed to agree to the new price, but as it was three days before I needed to move to get to my job relocation on time, what option did I have, I couldn't make a new moving reservation at that point. Then on the day of pickup, the moving company Vantage Movers hired for my move, thus their responsibility, 500Move/First USA Moving and Storage, increased the price again by $500 to a total of $4100 for a one bedroom move. My stuff did not show up until day 11 of their alleged 12 day window, I have damaged items, and missing items. Vantage Movers: is taking no responsibility for anything nor offering me any form of compensation for the hardship in dealing with them; the increase in price; the delay in delivery; the costs and discomfort I incurred to live while waiting for my stuff; the damages to my stuff caused by the moving company they contracted; or the loss of my stuff by the moving company they contracted. It has been a horrible experience.

  Business Response

  Date: 08/22/2024

  Hi ***,
  We truly understand your frustration and apologize for the inconvenience you've experienced. When you booked your move with us, we provided an initial estimate based on the inventory you provided. Before the scheduled pickup, we call to confirm this inventory to ensure accuracy.
  Upon reviewing your case, I noticed that additional items were added after our ***************** call, which impacted the final estimate. We always encourage our customers to review their estimates thoroughly to avoid any misunderstandings.
  Regarding the packing charges, these are detailed in the estimate under section 2. Changes in cubic feet can occur due to items that can't be stacked for liability reasons, such as not stacking a garbage bin on a cabinet.
  Concerning the delivery date, as specified in bold in the estimate, delivery dates are not guaranteed. Since August 1st was your earliest available date, the delivery window started from there. Our movers delivered on the 11th day, which is within the 2-12 business day window specified.
  For claims, as noted in your estimate under section 1, any issues must be addressed directly with the carrier, as Vantage Movers, LLC is not a party to the contract for moving services. We have provided you with their claims information as well.

  Best regards,

  Vantage Family

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22177019
  
  I am rejecting this response because, while did add items at the time of my final inventory, 3 items, I also took off four larger items.  Something you neglected to note in your response.  Thus, an increase of $1000 in price is ridiculous.  In addition, as it was now three days prior to the date of my scheduled move, I had no choice but to accept your price increase, as I would not have been able to find another mover.  The final price of $4100 was even more ridiculous, and your own employee, **** said so.  You have not provided any documentation to explain these increases in prices, as you just make them up.  What is even worse is your complete and utter lack of acceptance of responsibility for my terrible move.  The expression is the **** stops here, which means you were the company I hired, and thus you are responsible for the problems that occurred.  Again, your employee **** said a delivery from 8/1-8/3 should not be a problem,  but I waited until 8/15, which cost me a great deal of money and discomfort.  ************ needs to take ownership of what happened to me and make this right.  You did a horrible job for me.  

  
  Sincerely,
  
  *** Voice

  Business Response

  Date: 09/04/2024

  Dear ***,
  Thank you for reaching out.
  While you did remove some items from your inventory, additional items were added as well. The estimate we provided is based on the inventory information you initially supplied, and it outlines how changes to the inventory can affect the cost of your move. Specifically, our charges are based on the cubic feet used, which can fluctuate if there are items that cant be stacked for liability reasons, if items are bigger than anticipated, or there was more items than on the inventory list.
  Regarding the packing charges, these were detailed in Section 2 of the estimate. As mentioned, changes in cubic feet may occur based on how items are packed and stacked. We do apologize for any confusion and inconvenience this may have caused and we strive to handle all of our issues as best as we can.

  For the delivery date, please note that as stated in bold in the estimate, delivery dates are not guaranteed. Since August 1st was the earliest available date you provided, the delivery window began from that point. Our movers delivered within the 2-12 business day window, on the 11th day, as specified.
  Lastly, for any issues related to claims, as outlined in Section 1 of your estimate, these should be addressed directly with the carrier, but we have provided you with the carriers claims information for your reference.
  If you have any further questions or need additional assistance, please let us know.
  Best regards,

  Vantage Home Family

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22177019
  
  I am rejecting this response because it is not a realistic and not an accurate response.  I was given a quote of $2600, then that goes up by $1000, and then the day of the move, another $500. I think you give low first estimates to get customers committed, then you know you are going to raise the price.  Regardless, of what was removed and added, another $1500 is ridiculous and unfair.  You also know increasi the price 3 days before the move date means I have no option to find a new mover. Then obviously the $500 increase on the day of the move, I can't do anything but accept it, as I have to move.  The 12 day window could have started July 30th, to deliver on August 1st, bit you want to keep saying that's not how it is done in the industry, but you can't provide any document that says that.  Again, regarding the entire process being miserable, that is where you as a company should take ownership.  You raised my price, you contracted 500Move that was terrible, so you, Vantage Movers, should make it right to me.  I have a box of vert valuable items lost, and I won't receive near the compensation for it thst the items are worth. It is your responsibility as you chose a horrible moving company like 500Move.  You need to own up to making it right.  Stop trying to pass the buck.  Take responsibility.  Even your own ************** thought my final price was to much. This is on you.  Time to do the right thing.  I would never recommend you to anyone, I will write bad reviews of your company, and I will continue to pursue action until you make this correct.  
  
  Sincerely,
  
  *** Voice

• Initial Complaint

  Date:08/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving date was Friday, August 28, I didnt find out until 5 PM on August 27. I received a call stating the driver would arrive on August 28 between the hours of 8 AM and 12 PM on the morning of August 28. I received a phone call from the driver stating he wouldnt be there till around one or 2 PM. he had vehicle troubles.. when I finally arrived because they quoted me, he charged me for a flight of stairs which was $80 then we went to the storage unit come to find out they didnt give me enough space on the truck so I had to pay an additional $2650 just for them to load more of my items on the truck. They did not have enough space so I had to leave more than half my items in the storage unit which cost me another $60 a month to rent when I made the reservation. I specifically said I needed enough space to move up a bedroom apartment that fits into a 16-foot box truck. . the moves I had did a lot of damage to my items. If you look at the photos, I sent my dressers and my bedroom sets all scraped up and I even have photos. I couldnt upload where they just smashed boxes and Im missing items like my ******* broom and dustpans, as well as my crosscut shredder are all missing. They were muddy and dirty in the stairwell. The carpet refused to assemble any beds as well and I sent emails to follow a claim but I havent heard anything back. The claim was filed on August 2 and today, August 17.

  Business Response

  Date: 08/31/2024

  Hi *****,
  I wanted to follow up on your recent inquiry.
  Regarding the charges for stairs, the estimate you received included a note that one flight of stairs is defined as 7 steps. This is a standard part of our pricing structure, which is why the charge was applied.
  On the day of pickup, we noticed that there were more items than initially estimated. As outlined in the estimate, additional items or items that cant be stacked will take up more cubic feet, which can affect the total cost. We sent out a 26-foot box truck based on our standard capacity planning. Additionally, our quality assurance team contacted you prior to pickup to review your inventory and ensure we had an accurate understanding of the cubic feet required for your move.
  Regarding your claims, we've forwarded the necessary information. Please note that claims are processed directly through the carrier, as they handle the physical movement of your items.
  If you have any more questions or need further assistance, please feel free to reach out.
  Best regards,

  Vantage Family

  Customer Answer

  Date: 09/03/2024

  The day I called and spoke with the sales manager, I recently moved and rented a 16-foot truck to fit all my belongings. I repeated this multiple times to the sales manager, who booked my contract, and the follow-up phone call to try to upsell me more space. I wondered why I received a phone call the day before my move trying to upsell me more space. as I specifically told everyone. I need enough space for a 16-foot truck. If you listen to recordings, you will hear me repeatedly saying about enough space for a 16-foot truck. On my move date, you sent a 27-foot truck that was 85% fullthe data move. I had to pay another $2600, and all my belongings still didnt fit on the truck. I had to rent a van plus pay another month of storage, costing me another $600. and you guys lost my broom and dustpan as well as my Crosscut paper shredder. And all the damage you did to my furniture.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22159006
  
  I am rejecting this response because:

  The day I called and spoke with the sales manager, I recently moved and rented a 16-foot truck to fit all my belongings. I repeated this multiple times to the sales manager, who booked my contract, and the follow-up phone call to try to upsell me more space. I wondered why I received a phone call the day before my move trying to upsell me more space. as I specifically told everyone. I need enough space for a 16-foot truck. If you listen to recordings, you will hear me repeatedly saying about enough space for a 16-foot truck. On my move date, you sent a 27-foot truck that was 85% fullthe data move. I had to pay another $2600, and all my belongings still didnt fit on the truck. I had to rent a van plus pay another month of storage, costing me another $600. and you guys lost my broom and dustpan as well as my Crosscut paper shredder. And all the damage you did to my furniture.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/11/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address this matter and clarify our position. We would like to clarify that the estimate provided was based on the inventory information you initially provided. As I understand you told our representative about a 16 foot box truck, the original estimate agreed upon by you was for 344 cubic feet. Prior to the pickup, our ************* conducted a final review of the inventory to ensure accuracy. This step is designed to address any missing or additional items and to make any necessary adjustments to the estimate. During this call, you were informed of the changes to your estimate based on updated information. Despite your concerns, our representative honored the original estimate to avoid further inconvenience.

  On the day of the move, it was determined that you had 306 extra cubic feet beyond the initial estimate. While we strive to provide the most accurate estimate possible, we also aim to accommodate our customers to the best of our ability, which is why your original estimate was upheld. We understand that you are seeking a refund due to the perceived discrepancy. However, as the estimate states in detail that if you have any additional items or need any additional services there will be a change in your estimate./

  Sincerely,

  Vantage Home Family

  Customer Answer

  Date: 09/14/2024

  Whenever I spoke to anyone from your company, even when they called the day before pick-up, I reiterated multiple times that I needed enough space to fit everything from a 16-foot box truck. Your business is in the moving industry, so I would hope that if someone gave me that type of information, you would be able to provide enough space and charge accordingly. I would expect that you would fulfill those needs, not undercut them to make a larger profit. When you have someone over the barrel on the date they are supposed to move, you have to shell out way more money. Additionally, I sent pictures of the damage to the furniture and the walls, the dirt, the carpet, and the misplaced items your company caused. I haven't heard anything back from that as well. Moving and starting a new job in a new state and a new city is stressful enough, but then having a moving company that overcharges, damages your property, and doesn't take responsibility for their actions is very disheartening.
  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22159006
  
  I am rejecting this response because:

  
  Whenever I spoke to anyone from your company, even when they called the day before pick-up, I reiterated multiple times that I needed enough space to fit everything from a 16-foot box truck. Your business is in the moving industry, so I would hope that if someone gave me that type of information, you would be able to provide enough space and charge accordingly. I would expect that you would fulfill those needs, not undercut them to make a larger profit. When you have someone over the barrel on the date they are supposed to move, you have to shell out way more money. Additionally, I sent pictures of the damage to the furniture and the walls, the dirt, the carpet, and the misplaced items your company caused. I haven't heard anything back from that as well. Moving and starting a new job in a new state and a new city is stressful enough, but then having a moving company that overcharges, damages your property, and doesn't take responsibility for their actions is very disheartening.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requesting moving single house stuff with the list in the estimate ( the list wrote by Vantage Movers's employee). We make 50% of the charge (estimate total charge $3448.81) for deposit before the moving date (06/14/2024). Telephone number that we contacted with Vantage Movers from their own website. We did not know they have sale broker and we believe speak to company employee. We requested someone come to residence house to make the list of items for moving but, they said company policy did not send someone to do. We provide the items through to the phone and explain to them each item and where items placed (because we don't know what moving company call the name for each items). Example: we have 2 chairs extra for sofa, they listed with the name lover chair but it actually was arms chair.... The movers group come to the house for packing and moving then they correct the items name and add more to the list before and the price change from $3,443.81 to almost $8,000. We explained to movers group if you correct the name of items and add to the list then items incorrect name in the previous list need to take out. They did not take out incorrect items name and ask us have to sign the paper with new price for $8,000. We tried to explained the items is the same but the name called different. They did not accept and finally, we have to cancel services in two hours later of the date moving. We paid $1426.38 in advance and requested Vantage Movers LLC refund our first payment but they refused to do. We call another the company just come to pack and moving, it took them only 5 hours 45 mins. My experience with services is terrible. I never use them in my life again.

  Business Response

  Date: 08/21/2024

  Dear ******,
  Thank you for reaching out. Id like to clarify that once you book a move with us, we use the inventory details you provide; we dont create an inventory for you. As noted on our website, we operate as a brokerage.
  The cost of your move is influenced by the cubic feet used, which is determined by the amount of space your items occupy in the truck. This is calculated using a system provided by the Department of Transportation, which standardizes the sizing of items.
  The estimate we sent to you includes all relevant details about your move, reiterates that we are a brokerage, and explains how the price may vary based on the cubic feet used.
  Regarding the refund, you decided to refuse service on the day of pickup. Weve explained that we are unable to return your deposit due to its association with the dispatching of your move, as outlined in our contract.
  If you have any further questions or need more information, please feel free to reach out.

  Best regards,

  Vantage Home Family

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22155070
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/31/2024

  We reached out personally to the customer and tried coming to an agreement with a partial refund and they have as well declined the offer.

  Best Regards,

  Vantage Home Family

  Customer Answer

  Date: 09/03/2024

  We did not accept the offer because, Vantage Movers LLC offer to refund $250.  We paid $1426.38 to Vantage Movers.  They did not give any open  for negotiation when the price came up too high.  We hired another mover company with cheaper price.  We would like to get our money back.

   

  Thanks

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22155070
  
  I am rejecting this response because:

  We did not accept the offer because, Vantage Movers LLC offer to refund $250.  We paid $1426.38 to Vantage Movers.  They did not give any open  for negotiation when the price came up too high.  We hired another mover company with cheaper price.  We would like to get our money back.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/03/2024

  I just receive the message said my complaint case was closed?  How can it closed when the issue was not resolved yet?

  Thanks

   

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them on July 9th for a quote on my upcoming move on July 30th. I worked with **** who provided a quote of $2,400 for the move. I had to pay a deposit to schedule the move which was $900. A few days ago, I was contacted by the ** team, ****, to confirm my items and go over details. He suggested I reserve more space than originally quoted, and kept pressing that if I dont do it early, it will likely cost me more the day of. He recommended reserving 500 CF which he swore up and down would be more than enough space and I would likely get a refund at the end of the service. I was prepared to pay $1,200 when they picked up and anything left of the total when they delivered the items. He said reserving more space would be an additional $500 deposit that counted towards the total. When the movers arrived, I was shocked to hear the guy tell me theres no way all this will fit and that I needed more space. The new quote was $5,500 and he was asking me to pay $3,800 on the spot for the service to proceed. I was so shocked and told them I cannot afford to pay that and to contact the people who provided the estimate to see how they got it so wrong. He said there was nothing they can do so I told him to leave. When Ive been contacting customer service asking for a return of my deposit, theyre telling me they wont return my money because I cancelled the service. Theyre claiming the deposit is the cost of arranging the move, which is a lie. They have not apologized at all. I asked for them to escalate this issue and I havent heard back and I feel like this is a scam they regularly try to run.

  Business Response

  Date: 08/08/2024

  Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you experienced and understand your frustration.
  We want to assure you that we take your concerns seriously. We have reached out to you directly to address the issue and have provided a partial refund as a gesture of our commitment to resolving this matter.
  Your satisfaction is important to us, and we hope that this resolution meets your expectations. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  Thank you for your understanding and patience.

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22074349
  
  I am rejecting this response because: I have not yet received the refund I was promised. It's been 5 business days and nothing has shown up on my credit card transactions in terms of a refund or even pending transaction. I've had to report the transaction to my credit card company in an effort to get reimbursed. Offering to return only $500 of a $1,400 deposit doesn't seem fair as no service was provided to me. This has been an increasing hassle on top of an already stressful moving situation. I will resolve this matter when funds have actually been returned to me, not based on more empty promises. I think it's reasonable to return the entire deposit on a service that was never performed. I understand if there is a cancellation fee of a few hundred dollars or something, but holding onto $900 after raising the price that was quoted to me, twice, feels like outright theft at this point.

  Please issue a refund of the entire deposit within the next 5 business days so I can have the funds to work with a moving company that will do the job as described.

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

  Business Response

  Date: 08/21/2024

  Dear *******,
  Thank you for your patience. I wanted to clarify that once the refund is processed, it typically takes 5-10 days to reflect in your account, depending on your banks processing times.
  As outlined in the estimate you signed, our policy specifies that there would be no refund due to the charges associated with dispatching the carrier. This was communicated to you based on the terms agreed upon. Since the service was refused, this is why we were unable to offer a refund.
  Additionally, we reached out and agreed on a $500 settlement with you.

  If you have any more questions or need further clarification, please let us know.
  

  Best regards,

  Vantage Home Family

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22074349
  
  I am rejecting this response because: it is grossly unprofessional business practices to have a cancellation policy that does not protect the customer in any way. Based on your response, you believe your movers are justified in charging any amount they desire once they arrive at a job and the customer is still on the hook for the deposit. You are taking no accountability for the two incorrect estimates you provided and the only reason I obtained a return of my additional $500 deposit was because I called your teams many times demanding a resolution, to which none of them offered an apology or any indication that they were surprised this was my experience. You did not offer that return, I demanded it as a first step in resolving this absolute nightmare of an experience. Not to mention I still havent moved my things from **** to ********* and because of your ridiculous policies I am being forced to replace my furniture and incur further cost and emotional distress in the process. This business is a sham and the BBB exists to protect customers from people like you. I will be sharing my experience publicly on social media, Yelp, ******* TikTok, and my podcast which reaches hundreds of thousands of people. Please refund the deposit for the service that was never provided because your movers doubled the price upon arrival.

   

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

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I responded to an message concerning my upcoming move from *************, ** to *********, ** and spoke with a a person going by the name of ******. ****** told me that they were a veteran owned moving company and he would give me an estimate on cost. He quoted me a little over $4k for a 233 mile move and I told him it too much money, that I was a disabled Vietnam veteran. ****** asked me to hold while he talked to his boss and then said that he could do the move for $3400. I agreed and made an initial payment of a third of the cost. I made a payment of $1500 when they picked up my furniture, etc and then they raised the estimate to over $11,000. They cracked the screen on an 85" **** Bravia and they cracked the screen on a 55" **** Bravia and they refuse to refund the money or replace the TV'S. I tried to cancel the move when they doubled the estimate and was told that I would lose the initial payment. At no point prior to the move did they disclose that they weren't an actual moving company! I was told repeatedly that it was a veteran owned moving company.

  Business Response

  Date: 08/08/2024

  Thank you for your feedback, and we sincerely apologize for any confusion that occurred during the booking process. After your initial booking, we conduct a verification process where we provide detailed information about your move, including all relevant documents and an explanation of our role as a broker.
  Regarding the damages you experienced, we have informed the carrier about the issue, and they are now handling the claims process, as they are responsible for the physical handling of your items.
  We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 21925317
  
  I am rejecting this response because:
  I was never told that they were a brokerage company, in fact I had informed ****** that I had been ripped off by a brokerage company that kept increasing my estimate and refused to return my initial payment a few years earlier so I refused to work with brokerage companies.  He even informed me that he could have helped me get my money back.

  ****** told me that he was with a veteran owned moving company and that they would work with me since I was a 100% service connected disabled Vietnam veteran.   ****** gave me a figure of a little over $4000 and I told him I couldn't go that high.  He asked me what I could pay and I told him around $3000, he put me on hold to talk to his boss and came back a few minutes later and told me that he could move me for $3276.36.  I agreed and paid him one third with the 2nd third due on pick up and the balance on delivery!  A few days later he jacked the estimate to a little over $4000 and told me that I would lose my initial payment if I backed out.  I only had a few days to prepare for my move since I had sold my home.  The day of the move I had to pay $1500 more with another $2000 due on delivery.  A guy showed up in a 26' Pensce truck with locally hired laborers to load and after loading informed me that he would need another $3000 on delivery.  On the day of delivery the same driver showed up in the same truck and demanded another $6000 plus to unload my things, most of which were personal belongings.  He had several Jamaican men show up to unload so I borrowed the money from my baby sister.  While I was outside talking to the driver the 5 men blocked my sister in the garage and insisted that she give them a tip. The scared her so she gave them everything she had in her purse, about $70 and they demanded more and wouldn't let her move. I walked in and saw them and she told me what was going on and the driver made them leave. The damage was done and she was petrified that they knew where I lived.

  Shortly after everyone left I discovered that they had broken an 85" ************** and a 65" **************.  They refused to cover the cost even though they had hired local laborers instead of experienced movers!  

  I believe that they did this because of my being a disabled Vietnam veteran. 

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

  Business Response

  Date: 08/21/2024

  Dear *******,
  I apologize for any miscommunication that occurred on our part. We understand that our estimates can be detailed, and we encourage all customers to review them carefully since they require your signature and agreement.
  Our estimate does clarify that we operate as a brokerage, which should be evident when you search for our company. When you initially booked your move, you provided us with an inventory list, and the cubic feet were calculated accordingly. Prior to your pickup date, our quality assurance department contacts you to verify the inventory and ensure that the cubic feet used aligns with what was initially provided. You are charged based on the actual cubic feet utilized in the truck.
  Regarding the damages you experienced, we have forwarded the details to the carrier, as they handle all claims. We strive to provide fair service to all our customers and take issues like yours very seriously. If there was any personal situation involving your family member during the pickup, we were not made aware of it at the time. Had we known, we would have addressed it with the carrier directly.
  If you have further concerns or need additional assistance, please dont hesitate to reach out.
  

  Best regards,

  Vantage Home Family

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 21925317
  
  I am rejecting this response because:
  First of all you got my initial payment by convincing me that you were a veteran owned moving company, not a brokerage!  I keep saying this and you jump right past it. This is straight up fraud on your part so maybe I should just move on to my bank and to the courts to settle this!  Supposedly you record your conversations so maybe you should listen to what I was told and probably numerous other people were told.  I was flat out lied to by ****** from the beginning!  Once you got the 1st payment from me you refused to refund it!  If y'all won't even cover the $4000 worth of tv's that were broken then I'll make an itemized list of everything that was broken or damaged and I'll present to a court of law.  If all you're going to do is continue to lie and then swear by those lies then I'm through handling things this way!
  Sincerely,
  
  ***************************