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:03/07/2024

  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 am writing to formally lodge a complaint against Spartan Van Lines regarding the unsatisfactory services rendered during my recent move. It is with grave concern that I bring to your attention the numerous instances of substandard conduct and unprofessionalism exhibited. The deficiency in professionalism showed in the reckless mishandling of my belongings, resulting in the irreparable damage to my dresser, which was dropped off the side of the moving truck due to the unilateral actions of one mover. The customer service extended proved grossly inadequate. Multiple attempts to establish communication were met with prolonged periods of unresponsiveness or outright negligence. Spartan Van Lines engaged in deceptive practices aimed at overcharging for services rendered. This was exemplified by their assertion that the duration of the move exceeded the actual timeframe, a patently false claim and a troubling disregard for honesty and integrity in business dealings. Rather than demonstrating a commitment to rectifying the shortcomings of his company, the owner displayed a regrettable lack of empathy and respect towards me as a valued customer, exacerbating an already distressing situation.In light of the aforementioned grievances, I implore the Better Business Bureau to conduct a thorough investigation into the practices of Spartan Van Lines and take appropriate measures to address these lapses in service quality. It is imperative that consumers be afforded the fundamental rights of transparency, accountability, and ethical conduct, all of which were conspicuously absent in my interaction with Spartan Van Lines.May this formal complaint serve as a catalyst for remedial action and serve to safeguard the interests of consumers who may be considering engaging the services of Spartan Van Lines in the future.

  Business Response

  Date: 03/07/2024

  We regret to have received this message as it could have very easily been resolved if the customer listened when we spoke on the phone or read the contract that was signed by both parties. The claim of trying to overcharge is a deplorable misrepresentation of reality. When the movers arrived at the delivery destination they estimated how long it would take to complete the move, it ended up taking less time then estimated so they returned the money so the the customer is only charged for the time she actually used. The customer both signed and acknowledge multiple times on the contract and paperwork damages to items made of particle board or pressed board are not covered for any damages and are moved at the sole risk of the shipper. Also signed was the agreement of coverage for damages will be set at $0.60 per pound per piece (which is mandatory by the state). We even offered to OVER compensate her more than she would have been entitled to on the day of the move before the movers even left that home.  
  
  Spartan van lines has attempted to go above and beyond our obligations to resolve this dispute and has only been met by constant screaming, disrespect over the phone and constant harassment after we have already responded to her claims. We feel that our response has been more than adequate to resolving this claim.  
  
  Thank you for your time,
   ****.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21393375
  
  I am rejecting this response because:
  

  This is completely untrue. You told me on the phone the only way to solve the issue was to fill out the invoice which I did and was met with a response that you would not be reimbursing me for my broken belongings even though you said you would on the phone. And your worker did try to overcharge me but was unsuccessful and did not return any money to me because it was not paid until the service was completed and I paid the exact amount for the time they were here. When we originally booked there was nothing that said particle board was not covered. If the mandatory coverage for damages is .60 I have no issue with that but to completely disregard the situation is unacceptable. You did not offer to over compensate me at all so im not sure where you got that from. You definitely have not gone above and beyond to resolve this and I definitely did not scream at you over the phone because you simply have not even answered my calls. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spartan Van Lines moved my belongings on Jan 25, 2023. Two movers arrived at my door at 9:00 sharp and were in their truck backing out of driveway at 2;30 sharp. During move we administered first aide to a mover who broke his phone and had glass in his hand, and hour into move they also took a smoking break. We had to pay for move prior to unloading our things from truck. They estimated move to be 6 hrs and I was charged $929. The move was 5.5 hrs and I called to get $55 (half of the 110/hr as per agreement) ***** (salesman) said his workers said they started at 8:50 and they owe nothing. They round up, he thanked us for taking time to give aide to an injured worker and said due to my complaint they now have a rule of no breaks on the job except when driving. He said it didnt apply to my job as it is a brand new rule and workers said they were working while smoking which my husband and daughter and I saw was not the case. I am asking for the $55 owed back per contract.

  Business Response

  Date: 02/03/2023

  We regret to have received this complaint as top notch customer service is what we strive for. ****************** charges from the time we arrive at the home until the last item is off the truck, placed in the home and everything is all set back up for the customer. As per the signed contract the movers started the move at 8:50 and finished at 2:30. Here at spartan van lines we charge in 30 min increments which fulfilled the 6 hours the customer was billed for. We also would like to thank you for helping take care of a wound one of the movers sustained during your move, that is very kind and courteous of you. Please keep in mind that we are all human and moving heavy furniture is tiring and one of the guys stopping to catch his breath or taking a short smoke break does not seem very unreasonable.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18972899
  
  I am rejecting this response because:

  THEY DID NOT START AT MY DOOR AT 8:50!!!!! Even if they had, I lost time with and injured mover and I would say a break after 1 hour is not normal. During the move time I also had to count out 829 in twenties cause they up charge 6% for credit cards. I also asked to see my stuff in truck to make sure it looked in tact cause they were holding it on truck till I paid!!!!!!
  
  Sincerely,
  
  ****** Block

• Initial Complaint

  Date:12/27/2022

  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.

  see Attached document

  Business Response

  Date: 01/11/2023

  We regret to have received this correspondence from one of our customers. If an item was damaged during the move you must take a picture of the said damage and send it to us so we can start a damage claim. It is a very simple process the customer just has to send us an email and photos of the damage.
  
  
  Thank you 

  Customer Answer

  Date: 01/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it doesn't address the padding that was taken and I am 75 years old with a old android phone that I can't get to send pictures. But what I can do is  call on ABC news or Shannon Behnken to come and take the pictures.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/24/2023

  Unfortunately we cant resolve your issue unless a claim is processed.

  Customer Answer

  Date: 01/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: How do I take a picture of the protective padding that was taken, my immediate contact to the company should have activated a response along with the email regarding the damaged room divider. In order to get a picture of the damages I found out that it can be  text messaged so I will need a phone number so that it can be texted. I  also, have a receipt of the padding that was taken. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/07/2023

  We do not have text capabilities for the claims process, they will have to email or mail us to formally start the claims process. For missing items we would need them to give detailed descriptions.

  Please have the customer email us to start the claims process : *********************

  Normally they have 30 days to start the claims process but we are willing to work with them as long as they email us.

   

  Customer Answer

  Date: 02/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I emailed the company 4/28/22 that the room divider was broken & the padding was taken. No one responded to my complaint forcing me to file with the BBB. If there's a special claim form and email address please let me know.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/23/2022

  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.

  Ok so requested for service they came i signed the paperwork they told me they going downstairs to get the trolley but never came back up.when I called they lied and said there was nails everywhere which was not true it was just bags of clothes and a bedroom set and what pissed me off the most was them claiming they spoke to my dad telling him they cancelled the job because of the above reason which was false Because my dad never left the room.if this is how you do business I will be posting bad things about the business because they wasted my time and I had to run around looking for movers spending money that I was not planning on spending I need a resolution to this problem and every one I spoke to at the office was rude just listening to the drivers side of the story instead of me and plus they were very late

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/23) */
  I am sorry that you are upset that you were not able to move with Spartan van lines. Apparently you were not there it was only your father and what the movers described as an angry man yelling and trying to fight everyone. We arrived at your home with every intention of doing your move but due to your lack of preparedness and confrontational issues we where not able to move you. 1) the guys said nothing was packed up it looked like someone ripped open garbage bags and threw your stuff all along your house, one of the guys said there was needles thrown all throughout the home and into the corner of the room. 2.) from the moment the guys got to the home they were being yelled at and disrespected by the other gentlemen there 3.) that same person asking the movers if they could come into the bedroom and stand by a "huge hole in the wall" so he can take pictures of them.
  I do understand you are upset i am upset too we lost money in fuel wasted time getting too and from your home all because YOUR ISSUES surrounding your move.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That's a lie because I was there in the room with my dad. My roommate was in his room the whole time there was no confrontational issues and frankly am very upset that they would lie like that and I feel it's a racial issues because it's one thing I hate it's people lying on me and when I called I wasn't asked for my side of the story the management just listen to their side of the story not mine which is what pissed me off the guys are just bunch of racist pig who didn't have the decency to tell me that my job was cancelled I was sitting in the room thinking they getting the trolley to move my dresser not knowing they left without telling me anything that was just unprofessional
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  We are professional movers we are not counselors. we showed up to do a job that we could not do because of your many issues. Trying to bring race into this is pathetic and you should be ashamed. If you put as much time preparing for your move as you have looking for Charity writing the BBB you would have gotten your stuff moved.