Complaints

This profile includes complaints for Old Town Van Lines LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Old Town Van Lines LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Old Town Van Lines LLC

  425 N Peninsula Dr Ste 155 Daytona Beach, FL 32118-4192

• 

  Old Town Van Lines LLC

  131 Imperial Heights Drive Ormond Beach, FL 32176

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:10/08/2024

  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.

   
  Complaint: 22395109
  
  I am rejecting this response because:
  I did call the only number on your website multiple times before during and after with no response. I know you received my calls and voicemail messages because Nori would then contact me and I asked repeatedly to speak with you. 
  
  I have never been told any investigation was going on or any complaint has been filed and I dont believe a word you have said 

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

  ong scam of a horrible move or fellow victims who were involved because they were trying to prevent dead loading back to *****.

  Business Response

  Date: 10/14/2024

  I want to address these issues one by one. The estimate given to the Thys family, the weight and cubic foot of the items in the inventory given to us by the Thys family. We price out by cubic foot instead of weight as items of the same dimensions can weigh more but are the same by dimension. An example would be an Ashley **** and an **** ****, they are the same size, different weight due to the materials used to make the item. Based on the inventory given at the time of reservation, our system calculates the price based on cubic feet of the items. We explain this clearly to every customer when we start building an inventory. This is to avoid any confusion and to ensure we are producing accurate estimates. We do not scam the consumer. We are very transparent. We didnt broker their move. At the time, ************** was an agent of ours with a signed business agreement and carrier agreement. They were part of our brand, meaning all one coalition . The business agreement ensured we had full control over the move. ************** was the agent assigned to the Thys relocation. Unfortunately ************** went rogue during the middle of the Thys family relocation and started being non responsive and charging our customers unauthorized charges and brokering out our moves to other companies that we were not informed of. In turn causing deliveries to take much longer than expected and unexplained additional charges. Which we were not informed of until a couple of our customers reached out to us with their concerns. Our estimate is a binding estimate with the *****. We have filed numerous complaints to the ***** against ************** on behalf of us and our clients that they serviced. We had no idea that The Thys familys relocation had gone horribly wrong. They have not been in contact with us here at Old Town Van Lines since 3 days before the move took place. If The Thys Family would like to contact us via email at *************************************************  with a detailed description of the issues with their move, we will do our best to help them with filing the proper complaints as we have with the other customers that have been affected by the unprofessional practices of **************.

  Business Response

  Date: 01/30/2025

  Mr. **** did know about the complaint filed on his behalf with the *****. Once the investigation is complete, we will upload all of the documents. 

  Business Response

  Date: 01/20/2025

  We were working with Mr. **** to rectify the issues he had with one of our former agents **************. The problem is that he did not call the corporate office when the problem occurred. He waited until after the fact. So, we did everything that we could possibly do including filing a complaint on his behalf with the *****. There is still an on going investigation with this client and we will update him once resolved. 

  Customer Answer

  Date: 01/09/2025

  At the time of the original quote, I did ask lots of questions and felt I understood. However, after all was said and done, I have learned a lots about these kinds of scams and the law around moving household goods. It is illegal to sell a move by the Cubic foot, it must be by the pound to avoid these kinds of disputes. I had a lot of books and lumber and tools and knew my move would be heavy and at the time, it sounded like a good deal. Had I been dealing with an honest business, I would have known the facts and made different decisions. At no point was the move charged by weight, nor was there some sort of conversion of cubic food to Estemented weight.  
  
  
  Also, It was never made clear that another company, an agent (****) would be assigned to our move. Its part of the scam. You feel like you have been wronged by a company out there (Old Town), but the guy standing before you is just as much a victim there to do a job. You dont feel like you can argue with them, they dont have your deposit, this is your first contact with them, and now you are up the creek without a paddle. It is not until later that you connect all the dots and realize they are all in cahoots to scam you. 
  
  
  Old Town Never did the promised virtual walk thought that should be in prison to be legal. they stopped answering my calls, several days leading up to the move, The last contact I had out of them was that they would contact me the day, not the week before, to finalize things. That never happened. Also, I know that they were getting my messages because they contacted **** and they called me back. and I was telling them I wanted to talk to ******** because they were handling my move. The confusion is part of the scam. By the end you are grateful your stuff actually shows up. 
  
  
  I told Old Town that I needed at least a full 26-foot box truck. They show up with such, but I was told they had only qoated a half. The scam is all a half-truth that a full truck is 2000 Cubic Feet, its not! and that a half truck is qoated, actually 90% a full truck. then they pack it loose and demand twice as much. Tell me, how is any of that, not a false advertisement and a ruse to take advantage of the customer? 
  
  
  Finally, the business that shows up with the stuff is a 3rd party that seems, maybe, to be innocent in the whole matter that just wants to be paid for work already rendered. 
  
  
  DO NOT USE THIS COMPANY! They Treat you like family Its a warning, I dont need that kind of family. 

  Customer Answer

  Date: 01/09/2025

  At the time of the original quote, I did ask lots of questions and felt I understood. However, after all was said and done, I have learned a lots about these kinds of scams and the law around moving household goods. It is illegal to sell a move by the Cubic foot, it must be by the pound to avoid these kinds of disputes. I had a lot of books and lumber and tools and knew my move would be heavy and at the time, it sounded like a good deal. Had I been dealing with an honest business, I would have known the facts and made different decisions. At no point was the move charged by weight, nor was there some sort of conversion of cubic food to Estemented weight.  
  
  
  Also, It was never made clear that another company, an agent (****) would be assigned to our move. Its part of the scam. You feel like you have been wronged by a company out there (Old Town), but the guy standing before you is just as much a victim there to do a job. You dont feel like you can argue with them, they dont have your deposit, this is your first contact with them, and now you are up the creek without a paddle. It is not until later that you connect all the dots and realize they are all in cahoots to scam you. 
  
  
  Old Town Never did the promised virtual walk thought that should be in prison to be legal. they stopped answering my calls, several days leading up to the move, The last contact I had out of them was that they would contact me the day, not the week before, to finalize things. That never happened. Also, I know that they were getting my messages because they contacted **** and they called me back. and I was telling them I wanted to talk to ******** because they were handling my move. The confusion is part of the scam. By the end you are grateful your stuff actually shows up. 
  
  
  I told Old Town that I needed at least a full 26-foot box truck. They show up with such, but I was told they had only qoated a half. The scam is all a half-truth that a full truck is 2000 Cubic Feet, its not! and that a half truck is qoated, actually 90% a full truck. then they pack it loose and demand twice as much. Tell me, how is any of that, not a false advertisement and a ruse to take advantage of the customer? 
  
  
  Finally, the business that shows up with the stuff is a 3rd party that seems, maybe, to be innocent in the whole matter that just wants to be paid for work already rendered. 
  
  
  DO NOT USE THIS COMPANY! They Treat you like family Its a warning, I dont need that kind of family. 

• Initial Complaint

  Date:07/08/2024

  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.

   
  Complaint: 21959109
  
  I am rejecting this response because:
  All I asked for was for an employee at the company to call me since no actual employees do. ******* of we will reach out to the customer which is the righr answer, the response is to look into things and clearly my problem needs to be resolved before i have to pay so mentioning that my stuff hasnt been delivered is completely and utterly irrelevant.  Answer when a customer calls or at least call him back seems too difficult. Just ******* me off more.
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/10/2024

  We will look into these accusations, but this client is not delivered yet and is already posting on the BBB. All calls are recorded so we will print the transcript to see exactly what was said during the booking call and the call during the pickup.

  Business Response

  Date: 07/10/2024

  One thing we forgot to mention is that it is impossible to change the inventory as he mentioned in his statement of the contracted move after the client electronically signs.

  Business Response

  Date: 07/23/2024

  The owner handled this customer personally. He spoke with ************ several times and during these conversations ************ was completely understanding. ************ was given a window of delivery, but not an exact day. As far as the calls he made, we may have missed a few of them, but once our owner got involved. He was kept in the loop all the way up to the day of delivery as well as after. We will be uploading time stamped transcripts of the conversations between our owner and ************. One of them you will read how ************ was in fact satisfied and said that he would accept the response on the BBB.

  Business Response

  Date: 07/23/2024

  Attached is a call with our office manager where she was trying to explain everything to ************ and he ends up cussing at her and calling her names after she pointed out in black and white where the charges came from. Then the owner called him right after that call and spoke with him for 43 minutes and he broke everything down line by line and he completely understood at that point per his own words.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21959109
  
  I am rejecting this response because:

  I was told I would be recieving a $200 credit back to my card by the owner. This never showed up. Im not counting on ever seeing it at this point. The recording that was submitted wasnt exactly proof of anything. It was a person I dont know trying to tell me how its my fault which is amazing customer service. Btw, I couldnt get anyone to call me back until my BBB complaint which is another example of amazing customer service. After lengthy conversations with the owner I was told that he was aware of my calls for assistance or just a person to answer the **** phone and when he asked his employees about he he was repeatedly told that it was taken care of which it definitely wasnt  because its impossible to take care of anything when nobody ever responds or answers the phone. This isnt his fault, but the company is definitely responsible either way since its their employees not doing their job and then lying to the owner about it. I give up on ever seeing the refund I was promised, but it is important to me that the truth is at least said out loud.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  This is getting ridiculous. The owner spent 45 minutes going over everything line by line with this client and once again he said he understood. This customer received $2250.00 in discounts and now he wants more. He flat out lies period! Another lie he said was that we were no call no show. I have included his booking contract as well as his signed pickup paperwork (***) with the dates. He booked for 6/26-6/27, we picked him up on 6/27 as you can see. Within the window he signed for. Included in the attachments are the *** which shows the $2250.00 in discounts that he received. His booking contract which shows the dates that he signed for that can be matched with the *** and 2 screenshots showing what was added at pickup compared to the booking inventory. Also attached is his pickup inventory that totaled 1750 and he was only charged for 1400. (another discount) and if he was smart enough to do the math as it was explained by our owner and now again on here. That would be another discount of $1064.00. ($3.50 x 304 extra cubic feet) We have proven that everything is above board with black and white documents. This is a big waste of our time having to go through this once again after he was explained this 3 times. 
  

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21959109
  
  I am rejecting this response because:
  Again, please notice how this isnt the owner responding since the owner called me directly and offered me a $200 credit. It should be the owner responding to this since clearly he is the 1 and only 1 that knows what he offered   theres a reason the owner was ****** that his employees told him everything was good when it wasnt. Those are his words not mine. But if the owner is going to continue to let his people pull this even now, then I have no compassion for him. Its obvious that whoever is doing this is responding to this complaint without his knowledge and or permission. They should clearly be fired. The only person who knows what the owner offered me is the owner and by basic common sense he should be the one respinding to this.  Im not going back and forth with these people anymore. Its not worth it since its all b.s. When the owner offered me a $200 refund that was supposed to be the end of it. Sinve I didnt receive the $200 refund thats why I marked this complaint as unsatisfied. It will remain so and no B.S. that some random employee who knows nothing about the situation is going to change it to satisfactory. The owner giving the $200 refund he promised me will be the only thing thats acceptable. Anyone else is wasting their time.  Apoarently the only way the employee will not be able to hide this from the owner is through more bad ****** reviews and so thats what I will do.  Until the refund is received this BBB complaint is valid and will remain unsatisfactory. Point blank and period.
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/07/2024

  Just like an employee and NOT the owner is the person currently responding to the BBB here is them presenting themselves as if they were attorneys as well as a screenshot of their response to my ****** review where the also pretend to be the owner which the arent.  With the ****** review response it says the person responding os old town van lines (owner) nut if its actually the owner then why is he referring to himself in the 3rd person? Unless its not the owner but an employee pretending to be the owner.  Also I dont believe that I can legally be served via email and no attorney name, title, or anything like that. Instead it just says the legal department.  The email they used to pretend they are attorneys is literally ****************************.  Now they are trying to scare me into not telling the truth.  I dont scare easily, but I do need help because they are even more under-handed than I thought.  Also there are several other customers who apparently had recent issues with this company and posted negative reviews.  Again, please be aware that any responses BBB receives from this company is not the owner but an employee pretending to be the owner.  Thats why they dont know anything about the refund that the owner promised me over the phone. It was on speaker phone so I do have a witness.  As to my BBB complaint and my ****** review I have more than 1 witness that can confirm everything I stated is fact because they were present.  Please help!

  Customer Answer

  Date: 08/07/2024

  Old town van lines claims Im lying...if thats the case then will they explain these other extrenely recent ****** reviews from other people that I found...attached are screenshots of those other reviews who seem to have similar complaints about showing up late/no call no shows as well as unprofessional, unresponsive, and unhelpful "customer service".  There seems to be a recurring theme. Either everyone else is lying or they are...

• Initial Complaint

  Date:06/20/2024

  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.

   
  Complaint: 21876109
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** & *****************

  Business Response

  Date: 07/05/2024

  This customer called in 2 days prior to their pickup to adjust their inventory. As you can see they originally had 2443cf. and said that they got a Uhaul truck for $2300 to help ease the cost. 100% of the time a moving company us included do not reduce the volume once the space is purchased. The reason is, that space can not be resold, so whether you are moving a pencil or up to the *** that the client has purchased, the price stays the same. Well with this customer we decided to go against the normal process and reduce their space to 1502cf. which did in fact reduce their cost. Once we arrived everything was going great until the client started telling our crew how to stack the truck. They did not want certain items stack on top of each other. Our ******* explained that by stacking this way, their items would take up more space then they paid for. The crew did as they were asked and the items ended up being 2002cf. which of coarse would increase the price. Then they stated that they paid a deposit of $2,803.35 which is true and they are thinking that the deposit would cover any extras which is not true. By the client reducing their inventory, the balance after deposit was reduced, but once they added space, the balance increased. So the balance after they reduced their inventory and after deposit was $2760, but once they added space the balance after deposit went up to $4,772.50. This is where we gave them another break. We discounted the $772.50 to make the balance after deposit an even $4,000.00, half at pickup and the remaining at delivery. They also claim that they did a lot of the special packing that they paid for themselves so, we said okay we will take your word for it and credit back what they paid for special packing in the amount of $225.00 which we have done. As far as the small little tiny scratch on the table, we have a claims process for that in which they will be reimbursed once they file their claim. 

  Business Response

  Date: 07/05/2024

  Forgot to address the lie that they did not get contacted from the owner. The owner spoke to ****** several times on June 20th and June 21st via text message and spoke with them on the 21st of June. Please attached.

  Customer Answer

  Date: 07/14/2024

  They never refunded $225 and lied about what really happened! They take advantage of people and they are the worst company I have ever dealt with! The owner said he had body cameras on his movers and I said great that will prove our case!! Then he said he watched it but it was muffled. What a lie! There were no body cameras! People like this need to be stopped for scamming and putting us in a vulnerable position! 
  

  Sincerely, 

  ****** & *****************

  Customer Answer

  Date: 07/14/2024

  They never refunded $225 and lied about what really happened! They take advantage of people and they are the worst company I have ever dealt with! The owner said he had body cameras on his movers and I said great that will prove our case!! Then he said he watched it but it was muffled. What a lie! There were no body cameras! People like this need to be stopped for scamming and putting us in a vulnerable position! 
  

  Sincerely, 

  ****** & *****************

  Customer Answer

  Date: 07/14/2024

  They never refunded $225 and lied about what really happened! They take advantage of people and they are the worst company I have ever dealt with! The owner said he had body cameras on his movers and I said great that will prove our case!! Then he said he watched it but it was muffled. What a lie! There were no body cameras! People like this need to be stopped for scamming and putting us in a vulnerable position! 
  

  Sincerely, 

  ****** & *****************

  Customer Answer

  Date: 07/14/2024

  They never refunded $225 and lied about what really happened! They take advantage of people and they are the worst company I have ever dealt with! The owner said he had body cameras on his movers and I said great that will prove our case!! Then he said he watched it but it was muffled. What a lie! There were no body cameras! People like this need to be stopped for scamming and putting us in a vulnerable position! 
  

  Sincerely, 

  ****** & *****************

  Business Response

  Date: 07/17/2024

  We live in a world of reality not some fairy tale. So let me get this straight. We go against policy to accommodate this client. Then when we show up, they did not want us to stack on top of certain items and by doing so took up more space in the truck causing their price to go up and we are the ones taking advantage of people? Wow. As far as the video footage, yes the sound was muffled not the video and the audio part is really what was needed. The $225.00 was refunded and she was told that it could take up to 30 days to hit their account. (see attached refund receipt) Again, another consumer thinking that they are owed something for additional charges that they caused.

• Initial Complaint

  Date:06/19/2024

  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.

   
  Complaint: 21873115
  
  I am rejecting this response because as predicted, this company is blaming their customers for their own negligence and unethical business practices.  First off, we did not state the business owner's name as *********************** (the name his employees used for him), but correctly identified the owner as ******************* who I had many conversations and communications with.  He was the one who initially brought up his criminal past in our conversation.  After a detailed ***************** review with **** ***** from their office, where a complete itemized list including photos of all prepacked items was provided, I agreed to a revised amount of $5,115.63 for our move.  Only after all of our items were loaded on a rented U-Haul truck (this company claimed they were fully integrated, owned and operated their own trucks), we were informed that the revised *** was then $11,816.25.  According to the ******************************************* regulations, it is required that the carrier informs you of added charges prior to loading, not after the fact.  I tried to contact company representatives to address this in the moment, but no one was available except a third party dispatcher who informed us that our items would not be transported if additional payments were not immediately made.  We felt that we were complete victims of extortion at that moment. 

  
  Part of the overcharge was a math error on the *** that accounted for $1,250.  ******************* acknowledged that the extra charges for a shuttle, packaging and crating (which we did ourselves or out sourced on our own), and bulky handling items were incorrect since they were discussed during the ** review, and he would provide a reimbursement payment for those charges which never happened.  He told us he was not able to use Venmo, which seemed odd since they required us to send payments via that same platform. ******************* also stated we should expect a certified check for the over-charges and that his office had sent it via US mail.Again never sent and never received. 

  
  The company states that we acted criminally by reversing charges on our credit card.  Since Old Town Van Lines LLC did not follow through and send us the committed payment, we were forced to dispute the only two charges that we were able to put on a credit card because at that point, he had failed to deliver what they had contracted and agreed upon.
  He shows photos of our still missing pool table slates.  One photo was taken by us prior to loading and the second photo was provided by ******************* stating that he had located our missing slates in a storage facility in ****** and he would arrange for them to be delivered.  The delivery never happened.  They are not and have never been in our possession since the original pick-up of our items on May 4th. 

  
  To address the slanderous accusation that we are engaging in a criminal act, we welcome the opportunity to prove who the real criminals are in this transaction. We have filed complaints with various government agencies in response to the nefarious business practices of Old Town Van Lines, LLC. 

  
  ******************* is a very dishonest individual who runs a very unethical business. He will make commitments and promises with no intention of following through.  He tries to manipulate every conversation to appear that he is doing everything he can to remedy the situation, however no action is ever taken to do the right thing. This company has no business operating and I strongly encourage anyone considering using their services to think twice about it. 

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

  ompany and their practices so other consumers do not fall victim to their tactics. Being recently retired, we have heard of scams directed at older consumers, but based on other complaints we have read, we feel that Old Town Van Lines doesnt discriminate on who they take advantage of. Sincerely, **** and *********************

  Business Response

  Date: 07/08/2024

  It's funny how this client and other people use a person's past (10 years ago) to judge their present and future and whoever *********************** is that he mentions in his attachment is another ploy trying to discredit our company. Not going to happen this time. All of the calls were recorded. The transcripts will be uploaded once our legal department says that we can. This client did a criminal act when he tried to file a claim that our owner submitted for him and then charged back on all of his deposits made after services were rendered. (New Mexico Section 30-16-16 - Falsely obtaining services without payment) Our owner bent over backwards trying to figure out where his slate for his pool table went only to find out that it in fact was delivered to his storage unit. Now he tries to claim that since he is recently retired that the company takes advantage of old people. Lastly he tries to spin his complaint to say that the company only blames the customer. We only blame the customer when we have proof that the customer is lying, like right now.  We have attached a photo of his so-called missing slate in his home and in his storage unit for reference. Our owner did work out a deal with the client for compensation, but that was prior to the investigation needed for the claimed over charges. This client knew what he was doing. When he booked, he had 756 cubic feet and said that he may have a few more items. We have a department that will go over the inventory to make sure that it is accurate. In doing this, the client's move went up to 1250 cubic feet, but he got the great rate (price per cube) he wanted. Now he is stating that he was overcharged. Not true. No further discussion will be needed about this complaint until our attorney and state prosecutor finishes their investigation.

  Business Response

  Date: 07/22/2024

  Again, we have every document signed. *********;****** and ******'s communications came before all of the paperwork was in and before we had the chance to do a full investigation. Nothing was promised. It was said that provided everything *********;****** stated was true then the reimbursement process would start and after talking with everyone involved, the only thing that we are willing to do is allow the claims process to start. ********************* charged back on all of his deposits ($1,915.63) and how the claims department views this is double dipping. So now that we do have our money back, we have notified the claims department to continue the process. We have attached ************************* BOL listing the charges that he signed.

  As far as criminal charges, they would very much stick if we were to pursue them. There are processes that need to be followed regardless of what happens. You can't rent a car then chargeback on the company because it started making weird noises. Same goes for any service or item bought with a credit card.

  We have serviced hundreds of moves and every now and again we run across a ********************* that will lie and use everything that they have to get a free move. At pick up he had 2 choices, one, cancel the move and use another company if he felt things were not right or two, move forward and sign for the charges of the move. He chose to move forward and now afterwards ********************* decides to tell us and you about how he sees it. He is welcome to his opinion, but we have people at pick up and delivery that all told us what happened and why it happened.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21754668
  
  I am rejecting this response because: no one has reached out to me to resolve this issue despite this response, which again aligns with my experience dealing with Old Town Van Lines. Even though I have submitted all information required for a claim many weeks ago, the claim has yet to be even filed. I have since found more missing items since filing this complaint as well. No effort has been made at all from Old Town Van Lines to resolve this issue. 
  
  Sincerely,
  
  *******************most the full truck even though our items did not even fill half of the truck. No one would pick up the phone to help us resolve this issue, and it was only a day after that they honored the original price. Be aware of this trickery.We were not given any paperwork after our items were picked up, our items were not stickered, and the inventory sheet did not list all of our items. I had to send several emails and it was weeks until I finally received a picture of our paperwork. **** promised a 3-5 delivery window. They picked up our items on March 19th, our items were not delivered until April 14th, over a month after pick-up. Our furniture arrived without furniture blankets although they were wrapped in blankets at pick-up. This led to damage of our furniture. There were additional missing and damaged items. Our TV and lamps arrived damaged even though we paid a lot of money for packaging materials. It was been weeks since I filed a claim and no one will answer my emails or calls.

  Business Response

  Date: 06/07/2024

  *****, thank you so much for sharing your feedback. We apologize for any dissatisfaction or inconvenience you may have experienced. We strive to provide superior quality and exemplary customer service. We will do our very best to address your concerns as expeditiously as possible based upon the information you provided. Our customer service professionals will address your concerns, assist you in filing a claim and offer any other general assistance. We look forward to resolving this matter to your satisfaction.

  Business Response

  Date: 06/17/2024

  No we have not contacted the client in this matter. There is no update at this point. CSI our claims company has to send us information and they have not done so yet. Once they do, then we will reach out to the client.

• Initial Complaint

  Date:04/16/2024

  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.

   
  Complaint: 21581389
  
  I am rejecting this response because: I state again they didn't move our stuff. They didn't provide a service and I want my money back. It's not fair that they keep my money and didn't provide any service.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/17/2024

  We love when people bold face lie about the facts of the move. This client booked on April 11th to be picked up on the 12th less than 24 hours notice. ************* and ************ called in to get a quote for their move from ** to OH. One of our most experienced reps took their inventory. (see contract attached) The client was very specific as to what they needed moved and the amount came to 271 cubic feet with our minimum set at 300.(see attached contract with inventory) We drove for 2 hours to with a 2 man crew to pick up Mr. and ************* only to find out that their storage unit was packed front to back floor to ceiling. (see photo) When we explained that there was no way that we could move this whole storage unit for that price, they start lying and telling us that they told our rep that the entire storage unit was to be moved. So we pulled the call and listened to it and not once did they say that the entire storage unit was to be moved. (please see printed transcript of the phone call) No refund will be given.

  Customer Answer

  Date: 04/17/2024

  The storage unit is a 10x12 and they were only giving us 3 ft of space. A 26 ft moving truck should take less than half. We had to go to another company which was U-Haul and rented a 20ft truck and that only cost *******. I really want to be reimbursed because they didn't do anything. They were rude when I tried to get this resolved. The space we had left was 2 times more than what this company gave us. ******* for 3 ft of space is ridiculous. Recommended doing your research *************** this company.

   

  Business Response

  Date: 04/17/2024

  This is customer tried to defraud our company. The transcript say it all.

  Business Response

  Date: 04/17/2024

  People like this is what's wrong with this country. Wanting stuff for free. We had no problem moving what was on the list, but the wanted the whole unit moved for the same price. Again the transcript of their OWN words does not lie and if needed I can upload the recorded call upon request.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21581389
  
  I am rejecting this response because: again they didn't provide any service so I want my money back.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/17/2024

  Please help me get my refund back from the company. I shouldn't have to give money and no service was performed

   

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21581389
  
  I am rejecting this response because: I did tell the truth just refund my money because you didn't provide any service

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

  Customer Answer

  Date: 04/17/2024

  You can't keep someone's money and you didn't provide any service so refund me my money back 

  Business Response

  Date: 04/17/2024

  Then you should have told us the truth before we drove 2 hours out there.

  Business Response

  Date: 04/17/2024

  We are not going to give any refunds to this client. While we were there, we were willing to work with them, but they refused and wanted everything moved for the same price. The company stands firm about our decision and again, no refund will be given.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21581389
  
  I am rejecting this response because: Again I want my money back you guys didn't move anything. My husband is on a fixed income and there was no service performed. Refund my money back 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/18/2024

  It's ashame that you are going to keep my money and you didn't provide any service. Refund my money back.

  Customer Answer

  Date: 04/18/2024

  Why is this being closed I still haven't gotten my money back?

  Customer Answer

  Date: 04/18/2024

  This matter is not resolved. Please reopen the case

• Initial Complaint

  Date:01/16/2024

  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.

   
  Complaint: 21150950
  
  I am rejecting this response because despite speaking with me on resolving this issue, I have received nothing but assurances and no action.  I still have a safe in my garage blocking my ingress.

  If a refund of the safe handling fee and payment matching any charges Incurred by me to have the safee moved are rendered, I would consider this case resolved.

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

  ld be transferred in a downpour as he was alone and expected to complete the move. Some boxes were destroyed and the mover was repackaging my items in the back of the truck into new boxes the day of delivery. Items are missing. The safe, which was supposed to be placed against a wall in a garage was left in the middle of my garage, barring me from using it for parking my vehicles. I have been promised by several people at the company that I have the claim service for the damage and missing items, but I cannot move the safe from where it sits, blocking my garage. I have been told by three different individuals at the company, including the owner, that they would send someone to get it moved, but it is still there after five days and nobody is returning my calls. I am at a point where I have to pay another company to move the item. I believe I should expect at least a partial refund for this move if not more for the time and stress being inflicted.

  Business Response

  Date: 01/23/2024

  This customers $200 was refunded today. We would like to add that first this customer tried to paint a picture that he was charged ***** when he was not. (see attachment) Then, the evening we arrived, he refused delivery and told us to come back the next day which would normally be a redelivery fee that we waved. The next day, we showed up at 7am only to wait another 2 hours which there normally would be a ****** per hour charge that was also waved.

  Business Response

  Date: 01/18/2024

  We are not going to get into facts at this time. Our owner is in conversation with ******************. We will say this, his total cost out the door was ******** not ********. Please see attached.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21150950
  
  I am rejecting this response because: It is not factual.  Nobody showed up for delivery.  I was called by the delivery driver and because he was already late, he agreed to come in the morning.  The wait in the morning was not two hours but 45 min. while I organized payment and had to clear a hold on the amount with the bank.  I was on hold with the bank doing this for approximately 20 minutes as well.   Also, no money has been refunded.  If we are going to talk about time spent, my loading in MD took nearly eight hours and my unloading, which was never finished due to the safe, was performed by one mover, who had to repack my items into boxes he brought because the existing ones were destroyed in a rainstorm while being transferred to his truck.  I watched as items were repeatedly dropped off the tailgate of the truck as well.  I attribute this to the lack of customer care as more than one mover should have been warranted based on the job.

  The overestimation of the fees was my fault for not double-checking my records.  The billing as explained was a bit confusing on the day of loading.  The total was 5808.00.  

  I hope maybe the company owner can move on and correct the issue instead of focusing on what was an honest mistake.  I thought this was done when invoices were provided earlier in this process, but the company has not acted in good faith since this mistake.

  At this point, I want the ****** I am paying for moving the safe paid by Old Town. Once done, I will consider this complaint satisfied.

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

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21150950
  
  I am rejecting this response because: The job was not completed.  I paid to have it completed and require the payment rendered, which was $340.00 as uploaded in my last correspondence..

  I was contacted at approximately 12pm the day of the delivery that the driver would be there at 7pm that day.  What moving company gives seven hours notice to a delivery?  What moving company assigns one mover to unload a full truck alone?  What moving company believes it is fine for the one mover to then repack my personal items into new boxes in the back of the truck the day of delivery because the boxes they were packed in  were destroyed by rain when loaded?  The agreement to deliver the next morning I understood was mutual and not a burden to the company because of the lack of notice on their part.  The driver arrived late at **** the day of delivery.  The 45 additional minutes required to render payment was due to a Zelle transaction that was held by the bank.  I was required to wait until the bank help desk was available to remove the hold on the transaction.  That said, this is enough with the gaslighting painting me as a bad customer when this company did not fulfill their part of the agreement to safeguard my belongings and move a safe that was placed in the center of my garage prohibiting my ingress and egress for weeks.  Please provide payment of $340.00 for the movement of the safe and we can be done.  The invoice was uploaded in my last response.

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

  Business Response

  Date: 02/01/2024

  It wasn`t an honest mistake about about the price because we have it in voicemails, text messages and email. A mistake/lie happens once, not multiple times. At that point it becomes a lie. But, let`s move on and touch on a few other things that do not make sense. You state that our driver agreed with you asking to deliver in the morning. The problem with that is you also state that when we did show up the next morning at 7am that they only had to wait 45 minutes. What we are getting to is that, it makes no sense for us to wait until the next morning which would put us behind on our pick *** the next day. Our dispatch told you that we can deliver up to 10pm, but you insisted we needed to come back in the morning. From your rejection, you said that you had to clear a hold on the funds so that you could make the delivery payment. That tells us and whoever reads your rejection that your funds were not available at 8pm the night prior. So, the 45 minutes you stated they waited the next morning for you to clear your funds happened before the bank opened? How is that possible? We did not receive payment until after 9am for the delivery. Our call logs indicate that you were contacted at 7am which calculates to a 2 hour wait. So, what we have done is mail out a $200 check on Jan. 29th since you closed the credit card that you made your deposit with and could not refund your card.

  Customer Answer

  Date: 02/15/2024

  I last sent correspondence on 2/10 but a network error precluded it's successful submission.  Please reopen complaint 21150950 as there has been no action completed by the company to rectify the issue.  I had to pay ****** to have a safe moved that the company had left in my garage and wish to recoup this expense.

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no one lied checked the contract I specifically told you about the stairs the distance and the washer dryer THE SUBCONTRACTORS SIGNED THE PAPERWORK STATING I HAD NO STAIRS AND NO BULK ITEMS AND TOOK MY $400! I have the receipts so let’s file them! Talk about Wasting time y’all changed my date last minute based on a lie and then bullshitted about breaking down then blocked my cell number causing me to call the police scared my belongings were gone. These are the most unprofessional people I have ever had the misfortune of hiring. The bbb needs to step in here immediately!
  
  
  
  Sincerely,
  
  
  
  **** *****middle of a new apartment complex and had me deliver. Not even believe they had it delivered, left it in the grass and made me carry all my stuff up after I already paid the contract they waited. They said give us a Cash and we’ll do it. I had in the castle is in Havana doing it we’re not bringing it up unless you give us 200 more dollars.

  Business Response

  Date: 10/12/2023

  Pictures do not mean anything when it comes to this client. Bottom line is that he lied to us, he lied to parents and did not want to pay for his mistakes. The police showed up and asked to see our contract not that they could do anything about it because its civil. This client was asking for extra services that needed to be paid for. Then the client started cussing at the police. The officers approached our foreman and thank him for being professional and ask us to leave so that they could calm the client down. I have included some of his email outburst. Lastly, his mommy and daddy paid for the move which our owner spoke with both of them and them and came to a conclusion that nothing was wrong. We have all of the recorded calls of this client cussing at everyone for no reason at all and then his parents apologizing for him. The police report can also be uploaded if needed. ABSOLUTELY NO REFUND!!! In fact we will not even entertain this complaint from this child of a client.

  Business Response

  Date: 10/18/2023

  This is a picture from Mr. ****** If you look to the right where it is circled in red you will see the police officer that complimented our crew for being professional about the situation.