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:06/22/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Harassing call

• Initial Complaint

  Date:03/03/2025

  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.

  My partner originally took this on, but with escalating symptoms of ******************, I have stepped in. We were significantly overcharged for moving expenses. Initially quoted and price consistently assured by this broker, Elite Van Lines, but when the mover, ******* For You, arrived, there was a conflict between what Elite quoted and what ******* For You was willing to provide. ******* staff was brutally unsympathetic and threatened significant escalation of the price. Elite was unhelpful even though they assured us multiple times before moving day that all was accurate with our pricing and load size. As a result, we left many of our belongings behind (which they forced my partner with ** to return to the storage unit while they watched); ******* forced additional packing supplies on us and repacked our belongings in a way that was an inefficient use of space and also caused a great deal of damage to our belongings. (A separate complaint is being filed for ******* for You.) Our contact at Elite assured us some monetary compensation, and that they would coordinate this with *******, and then suddenly ended contact. I have emailed both companies twice and neither have responded, so I am escalating the situation here. The attached moving estimate shows a list of 8 items. As per conversations with ******* at Elite, these were items to be added to the initial list and set of pictures sent to Elite that showed our items in two storage units. These 8 items were in use at our temporary residence before making the move from ******* to ********. Original, assured quote from Elite was $7,583.38. We paid a deposit of $1,987 bringing the expected remaining balance down to $5,596.38. Half of this was to be paid at load-in in *******, and the other half at load-out in ********. Instead, we had to come up with over $2,000 additional in order to get our belongings out of "hostage" status with *******.

  Customer Answer

  Date: 03/04/2025

  We have pictures that show some of the damage to our belongings as well if needed. These have previously been shared with Elite.

  Business Response

  Date: 04/07/2025

  I am looking into this complaint with the carrier. Once i have all the information needed, i will address the complaint accolrdingly.

• Initial Complaint

  Date:10/22/2024

  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.

  The following letter was sent to the company after my items were picked up and the company refused to deliver our items unless we paid more money. The movers lied, so the financials matter was resolved. However, it has been over 30 days since our items were picked up. We have not received our belongings or a date for delivery. This experience has created extreme emotional distress. I sent a follow-up email, but did not hear back from anyone. My family is stressed out. The following was the first email sent on September 24, 2024 regarding a delivery date. I am writing to formally address the situation regarding my belongings, which were picked up at, **********, ********** by your company on September 18, 2024. A binding estimate was created on July 17, 2024, and I signed the agreement on August 23, 2024, for a total of $1245.46. I paid 50% of this amount, $612.32, via CashApp, with the remaining balance due upon delivery, as stipulated in the agreement.I did not receive an onsite revision of this estimate, and my items were moved from, **********, ********** to be delivered to, ***********, **. Despite this, your team is claiming that my daughter signed an onsite revised estimate requiring payment of over $3000 for additional items. This is inaccurate; while she was present to facilitate access to the storage facility, she did not engage in any discussions regarding business matters or sign any paperwork. Under federal regulations, the movers are obligated to honor the original estimate and cannot demand additional payment at delivery for extra items. Unfortunately, your movers have exhibited hostile behavior and are refusing to deliver my belongings.If I do not receive a confirmed delivery date by the end of today, I will have no choice but to notify the Department of Transportation and file the necessary reports and claims with the appropriate authorities.I hope to resolve this matter promptly and look forward to your immediate response.

  Business Response

  Date: 10/23/2024

  We are sorry to hear you are unhappy with your move. Per the notes on your file, the carrier reverted the charges back to the original estimate. Our **************** Manager spoke to you on 10/21 and provided the information requested in regards to delivery. If you need any additional assistance please contact our office ************.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22462186
  
  I am rejecting this response because:   

  I am writing to provide a detailed response regarding my claim against Elite Van Lines and their movers, ********************. I appreciate your attention to this matter.
  

  Initially, I communicated my concerns after not receiving a confirmed delivery date for my belongings, which I had been assured would be delivered promptly. I clearly stated that if I did not receive a delivery date by the end of the day, I would escalate my concerns to the Department of Transportation and other authorities. This prompted immediate responses from both companies, indicating that a driver would be heading to *********** with my items.
  However, despite these assurances, I never received a call from the driver as promised. When I followed up with the company, I was informed that the driver encountered an issue and had not left for ***********. This lack of communication is incredibly frustrating; I was not informed of any changes to my delivery status, leaving me in the dark about the whereabouts of my belongings.

  I have been patient throughout this process, but on October 21, I reached out again, as my delivery had surpassed the Federal regulations of 30 days. During this conversation, I expressed my concern about the lack of communication. Managements ************ the company has too many customers to ensure proper communicationis unacceptable. I was informed that they are legally allowed 30 days before needing to deliver my items and that I would be contacted once a new driver was assigned.

  To clarify, my items were picked up on September 17 in **********, with the expectation of immediate delivery. I was never informed that my belongings would be sent to a holding facility in ******, and as of today, October 25, there is still no commitment to a delivery date.
  Initially, the sales team was helpful and reassuring, but once the contract was signed, communication deteriorated significantly. I was told that the individuals I had been in contact with were unavailable due to personal issues. Additionally, I have read similar complaints online regarding this company, including troubling accounts of mistreatment, property damage and theft which have only heightened my concerns.

  I have reached out to the BBB due to these poor business practices and the failure to deliver my belongings in a timely manner. If I do not receive a confirmed delivery date soon, I am prepared to escalate my complaint to other authorities.
  Thank you for your assistance in this matter. I hope to resolve this situation promptly and amicably.

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

  Business Response

  Date: 10/25/2024

  We will reach out to the carrier's office, per the notes on file from 10/21, they were loading the items for delivery within the following couple of days. Once the information has been received we will reach out to you directly.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22462186
  
  I am rejecting this response because:
  

  The company communicated that my items would be loaded onto a truck within a few days; however, it has now been a week since that promise was made and 38 days since my items were picked up. I have yet to receive my belongings or any updated delivery timeline.
  I believe this delay is unacceptable, and I am seeking a resolution or I will be contacting authorities.
  

  Sincerely,
  

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

• Initial Complaint

  Date:09/20/2024

  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.

  Hello,On 7/24/2024 a job was quoted by Elite Van Lines for a move from *** to ******. The job was quoted at $1,664. The first part of the job was completed on 8/29/2024. The second part of the job was completed on 9/17/2024.The contract and quote were deceptively marketed. The contract was drawn up upon the agreement that there was 300 cubic feet of items to be moved; however, I was charged for 400 cubic feet. The contract states that all moves, at a minimum, must be 400 cubic feet. By providing a contract tailored to a 300 cubic foot move, Elite Van Lines and the moving company deceptively marketed the total cost and sought to use these predatory practices to retain the business- all under false pretenses.Furthermore, I was made to sign documents under duress during my initial move out of ******** by the moving company. I was made to feel intimidated by the individuals acting on behalf of Elite Van Lines and the moving company. Unwarranted flirtation and innapropriate gestures were made. This predatory behavior was noticed by my roomates during the move and can be substantiated if necessary.Because of the predatory business practices that were allowed by Elite Van Lines and their moving company my move costed an additional $1,200. On top of that I was subject to discrimination by the movers. Finally, they have made zero attempt to rectify any of these problems- including missing items from my move. This company is reckless, predatory and should be avoided at all costs.

  Business Response

  Date: 09/23/2024

  We are sorry to hear you are unhappy with your move. From the notes on file, it looks like you did speak to our **************** Manager on the day of your pickup, the additional charges were reviewed and agreed to. The carrier also did provide $100 discount. All of the additional charges from pickup are valid as explained in the original contract with Elite Van Lines and the verification document sent after you book your move in order to provide all of the information necessary before your pickup. Please contact our office for any additional assistance. ************

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22316735
  
  I am rejecting this response because: As seen on the attachments, there was false advertising. The contract and quote were deceptively marketed. The contract was drawn up upon the agreement that there was 300 cubic feet of items to be moved; however, I was charged for 400 cubic feet. The contract states that all moves, at a minimum, must be 400 cubic feet. By providing a contract tailored to a 300 cubic foot move, Elite Van Lines and the moving company deceptively marketed the total cost and sought to use these predatory practices to retain the business- all under false pretenses.
  
  Furthermore, I was made to sign documents under duress during my initial move out of ******** by the moving company. I was made to feel intimidated by the individuals acting on behalf of Elite Van Lines and the moving company. Sexist remarks were made and inappropriate gestures were made. This predatory behavior was noticed by my roommates during the move and can be substantiated if necessary.

  Additionally, they lost a baggage of mine two weeks ago as well as broke three items when the move was completed. I have called five times, emailed four times, and left countless voicemails. Nobody has contacted me or sent me the documents to fill out a claim form. This is deceptive advertising, predatory sales practices, and harassment as I spent twice the amount that I was quoted, had to deal with shifty movers, and was blatantly lied to about services.  Please let me know if you have any questions.

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

  Business Response

  Date: 10/02/2024

  Your estimate was written based on the information provided to the moving coordinator at the time you booked. At the time of pickup your move requried additional space on the truck and additional services. This is all explained in the contract and verification documents signed. Our customer service team has provided you the claims information to complete. If you need any assistance please contact our office ************

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22316735
  
  I am rejecting this response because: 

  The contract and quote were deceptively marketed. The contract was drawn up upon the agreement that there was 300 cubic feet of items to be moved; however, I was charged for 400 cubic feet. The contract states that all moves, at a minimum, must be 400 cubic feet. By providing a contract tailored to a 300 cubic foot move, Elite Van Lines and the moving company deceptively marketed the total cost and sought to use these predatory practices to retain the business- all under false pretenses.
  
  Furthermore, I was made to sign documents under duress during my initial move out of ******** by the moving company. I was made to feel intimidated by the individuals acting on behalf of Elite Van Lines and the moving company. Sexist remarks were made and inappropriate gestures were made. This predatory behavior was noticed by my roommates during the move and can be substantiated if necessary.
  
  Because of the predatory business practices that were allowed by Elite Van Lines and their moving company my move cost an additional $1,200. On top of that I was subject to discrimination by the movers. Finally, I was lied to on multiple occasions by both individuals on this email chain.
  

• Initial Complaint

  Date:08/28/2024

  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 hired Elite Van Lines as my moving brokers to take me cross country. I got a quote from one of their **** by giving them a detailed list of all the items I was going to be moving. Because my move was below the minimum they require, I was going to be paying for the minimum amount of space (300 cubic feet). After providing a detailed list of every item I'd be moving, I was given a quote and told I was only using 250 cubic feet of space so I still had ~50 cubic feet if I wanted to add items.On the day of the move, I had 7 FEWER boxes than I was quoted for. I did not add additional items. So I had significantly less stuff than I was quoted for. Once the movers arrived, they said they were good to go. They loaded my items onto the truck, and then told me I had way MORE than 300 cubic feet and demanded almost $1,000 more. I told the ******* I needed to call my broker about this. He threatened me by saying "I'm the one who has all your stuff, not your broker. So you should just pay me" I contacted the Elite Van Lines team and was told to just pay them, their hands are tied, they would raise the issue to the owner to get it resolved. I had to remove some furniture from the truck myself that I ultimately had to throw away because I didn't have enough cash on hand to pay the higher amount.I've been emailing, texting, and calling the Elite Van Lines team multiple times a week for a month with no responses. I finally got in contact with someone from the team a full month after this incident, and I was told "I wouldn't have told you to pay them so we probably can't do anything about it now" when in fact I was told to just pay them because "we have to wait on the team to get back to the warehouse where its all measured" before they could raise any issues (I have this in a text).My stuff eventually arrived to my destination and much of it was broken.This team is unresponsive, unprofessional, was complicit in illegal practices, and refuses to make it right.

  Business Response

  Date: 08/30/2024

  We are sorry to hear you are unhappy with your move. Per the notes on your file you are currently working with our **************** Manager in regard to your concerns. If you need any additional assistance please contact us ************.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22208731
  
  I am rejecting this response because:

  I have reached out to the Elite Van Lines team multiple times and have had no responses. I was able to get in contact with a customer service *** ONCE in the past 6 WEEKS and have not been contacted again since. I've called, texted, and left multiple voicemails times since then trying to get in touch with someone with no responses and no success. My issues have not been resolved, no one has made an effort to contact me, and I still cannot get in contact with anyone.

  This is completely unacceptable.

  
  Furiously signed,
  
  *************************

  Business Response

  Date: 09/04/2024

  Our **************** Manager has been in contact per the notes on your account. She will be reaching out again shortly, if you need any further assistance please call ************

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22208731
  
  I am rejecting this response because:
  

  The customer service manager has had one conversation with me for 5 minutes over a week ago after I had called multiple times a week for 5 weeks. I was told I would be contacted again the next day with updates and information. I have yet to hear back from her or have any of my calls or messages returned since then.

  I have since called and tried to contact Elite Van Lines multiple times, including calling the number that was just provided, and STILL HAVE NO ANSWER AND NO RESPONSES.

  
  

• Initial Complaint

  Date:08/13/2024

  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.

  Elite van lines charged me $2,800 to move house. They assured me they were no a third party agency and they would be doing the move. This was not the case. They contracted out the job to ** care for you moving company who changed me additional fees for no reason and refused to deliver my funtuite unless I had a clear Check or money order. They damaged my stuff and even lost or stole my items and did not deliver them to me.Elite van is refusing to answer my Calls or respond to my message as I am demanding answers for the extremely bad service I received and they lied and ripped me off.

  Business Response

  Date: 08/14/2024

  We are sorry to hear you are unhappy with our services. You hired Elite Van Lines as your moving broker, Elite Van Lines provided an estimate for the services necessary to complete your move. At the time of pickup, additional services were required to complete the move, however, the option of staying at the original estimate was provided and refused. The paperwork for the additional services was signed and agreed to at the time of pickup. We have not received any correspondence since our last communication on 8/1/24. If you need any additional assistance please contact our office ************. 

  Customer Answer

  Date: 08/28/2024

  Here is the original bill paid from elite van and then when all my items listed. When we care got the job they added an additional $890.00 for the same job with the same items. This was unacceptable when I gave a list of all my items. I was told my furniture was big. Example I was told my king size bed was big when the bed is one size.

  Customer Answer

  Date: 08/28/2024

  Here is the original bill paid from elite van and then when all my items listed. When we care got the job they added an additional $890.00 for the same job with the same items. This was unacceptable when I gave a list of all my items. I was told my furniture was big. Example I was told my king size bed was big when the bed is one size.

  Customer Answer

  Date: 08/28/2024

  Information of invoices were submitted.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22138294
  
  I am rejecting this response because:
  I called the office a number of times and none of my calls were returned. I added all items to my list which gave me an updated estimate which I agreed to pay the additional charges.
  once ** care come out there were no additional items everything was listed on the paper and they still charged more refusing to move without the additional money when I was told I had paid in full for everything.

  The contract was added to as I was being honest and wanted to make sure everything needing to be moved was accounted for. 

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

  Business Response

  Date: 08/30/2024

  Per the notes on file, there were additional items added at the time of pickup in addition to the revised estimate completed with Elite Van Lines, which was discussed with **************** at the time of pickup. The estimate was not paid in full at the time of pickup, as there was a remaining balance. We will have our **************** Team reach out to you in order to provide any additional assistance. 

• Initial Complaint

  Date:08/11/2024

  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 hired elite van lines to help me move from ** to **. We received an original estimate from *****************************, who works in their sales department, that was $2500. We put a deposit down and were told we would hear from the company or the movers ***** prior to the move. The move was scheduled for july 22, and I said we would be flexible if they needed to come july 23 instead. On july 18, ****** from the sales department called to verify the estimate. I told him I was packing in duffle bags, which he said would not be a problem. On the 21, I had not heard anything and called both *******, who said she was at a funeral and could not help me, and the customer service department at least 12 times and I got no answer. On the 21, the movers called me in the evening saying they would be there 8am-12pm on the 23rd. The movers did not show up until 12:30pm. They refused to pack the duffel bags and charged us an additional $120 to repack them. They also charged use extra for more square footage and a bulky fee that was not mentioned in the estimate at all. I tried calling the customer service line countless times to try and get this resolved and FINALLY had someone answer almost a week after the movers came. The customer service person said she would look in to the issue and NEVER got back to me, even though I called back several times. When the movers came to *** my nightstand was broken and when I called to submit a claim, no one answered. I left messages and still have not heard anything. I ended up paying $3600 for the move. I am extremely disappointed with this entire experience and am furious that I payed so much more and still have not received a single call back from the company about ANY of my complaints.

  Business Response

  Date: 08/12/2024

  We are sorry to hear you are unhappy with our services. We have requested the paperwork from pickup to review the additional charges and our customer service team will be in contact shortly with an update. If you need any additional assistance please contact us ************

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22126307
  
  I am rejecting this response because the company has yet to reach out to me in any capacity. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/15/2024

  Our customer service team will reach out as soon as an update has been received from the carrier. Please contact our office for any additional assistance ************

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My initial conversation with ****** for my move was wonderful, that conversation was the ONLY one where I felt satisfied with my service. During the time of dealing with Elite Van Lines, my items were transferred from truck to truck, put into storage when it was not requested, it took just shy of six weeks for delivery to my destination, and then I was told I owed even more which the amount then changed when I brought it up from 450$ to 150$ when they were already aware of what to expect at destination location. I take responsibility for the fact that I have not paid the extra 150$ because the entire situation is completely abnormal and seems bordering on criminal with how they handled it. This is not to mention that I received a call from a gentleman in ****** who received items from my move. He is shipping those items to me which is incurring an additional 120$ amount. There are items/boxes that are as yet lost or unaccounted for. Total paid to company is 3,759.14$ which was 1221.53$ deposit, 1287.61$ on day of pickup and 1250$ paid on day of delivery. I have attempted to reach out to ****** (my sales representative), ******* (the customer service manager), and the regular customer service team on multiple occasions from July 2nd to todays date (August 5th) with messages and texts left to request a callback or correspondence in regard to resolving this but without any communication whatsoever. I am seeking reimbursement for the shipping cost from ******, the lost items, and the inconvenience of time and no communication.

  Business Response

  Date: 08/06/2024

  We are sorry to hear you are unhappy with our services. The information you have provided has been provided to our **************** team so they can follow up with the carrier. Our office will be in contact with you as soon as possible with an update. If you have any additional questions please contact our office ************. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22097364
  
  I am rejecting this response because:
  
  I have reached out to **************** via telephone and text on multiple occasions. I have yet to receive a response.

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

  Business Response

  Date: 08/19/2024

  Our *************************** has been trying to reach you both by phone and email. Please contact our office at your earliest convenience. ************.

  Customer Answer

  Date: 08/19/2024

  Have spoken with ******* at Elite Van Lines, she has provided information for owner of carrier who is requesting to speak with me directly tomorrow 08/20 regarding this matter. Will update after this conversation takes place. Please do not close case until further information has been obtained.

• Initial Complaint

  Date:07/09/2024

  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.

  June 20 -ongoing I scheduled a moving ************** have increased the total to triple the estimate. I cant get a straight answer from EVL or express movers. They want $5000 more and I still dont have my belongings or an answer when I will. I have asked for proof of weight for my ************ have not provided an answer. No one is helping me at this point. My daughters memories with their father who passed away are in that truck. This has been the worst moving experience of my life and I dont want anyone else to use this company and suffer like I am. I feel like I am being robbed. I want my personal belongings & a justification for triple the original charge from $3,300 to over $11,000 and they wont return my belongings. Please help us. I plan to file with the *** and retain a lawyer but we want our memories with my deceased husband returned first. No one should be treated the way we are being treated, its like blackmail. We sold most of our belongings the majority are boxes and clothing and personal items. Please help us

  Business Response

  Date: 07/12/2024

  When the crew arrived the ******* took an inventory and the customer had over 100 more pieces than what was on the original inventory. Anytime a customer adds additional inventory or ******************** to the move there is an upcharge. I also spoke with dispatch and was advised the shipment is estimated to be delivered this weekend. The customer service manager will be reaching out to the customer. 

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21965265
  
  I am rejecting this response because:
  I still do not have my items, they have not been delivered this weekend. I immediately tried contacting elite on Saturday, June 29 when they started asking for more money and no one answered. I called customer service multiple times. They want $5100.00 more over the $6802.00 I have paid already. No one will tell me when they will arrive or where they are. EVL sent unlicensed movers to me. I was alone with 3 men who would not give me a copy of the inventory when I asked three times. I still dont have a copy of the inventory which they altered. I took items off the inventory and I have pics. I want my personal belongings especially my daughters and their memories of their father who passed away. No one from either company will tell me when they will arrive. Please help me.
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2024

  We are sorry to hear you are unhappy with the services provided. Per the notes on your file during pickup, you spoke with our **************** Manager who confirmed more than 100 additional pieces of inventory and all of the items required a full box truck for transport. We were informed by the carrier's office that the items were delivered over the past weekend. If you need any additional assistance please contact our office ************. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21965265
  
  I am rejecting this response because: I have multiple damages. The company EVL sent to move my items are not licensed. They broke many of the things and demanded another $5146.00 to release my items. I paid over $11,000 on a $3,383.00 estimate. I want a partial refund and compensation for damages. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/18/2024

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

  they charged me over $11,000 on an estimate that started at $3,383. I asked both companies multiple times for proof of weight and never received it. They are not licensed to move anyone interstate. How could EVL send an unlicensed company to me?

  Customer Answer

  Date: 07/18/2024

  The ******* for Express movers was untruthful. They didnt even have a moving truck. They had a U haul. They are not licensed by the **** Why did EVL send scam artists to move me and my daughters? They did not take inventory and they did not provide me with a proof of weight which I asked for multiple times. They dont have a weight because they dont have a moving truck they used U-Haul and Penske. They are not licensed by the **** They did not number or inventory anything. I have pictures and all the boxes if someone wants to come look and see the damages. This is a scam and I dont want anyone else to be scammed. I even have 2 items that are not mine. I have a grand total of 112 boxes and tubs including 2 that arent mine. I removed a freezer, 2 chairs, a TV, a suitcase, a bookshelf from the inventory but thats not reflected. They are not telling the truth. No one answered the phone Saturday, June 29 when I called asking for help. The emergency EVL line wasnt answered. These men were intimidating me just like in the video I have from delivery. I am willing to be on video and provide all photos and videos of this horrible ordeal. Again Express movers sent to me by Elite Van lines is not communicating with me and they stole almost $6000 not including damages from me because they held my items hostage. 

• 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.

  We chose Elite Van Lines due to their affordability and claim of being veteran-owned with experience in military base moves. However, we encountered several issues.On the first day, I provided a detailed list of items and estimated the cost at $2056, with a deposit of $760.05.Our move date was scheduled from the 27th to the 29th from ********* to *********. We were instructed to have everything boxed up except for certain items that would be dismantled by the movers. On the 29th, the drivers were denied entry to the military base due to a missing ID and a driver with a criminal background.I contacted the company,and they apologized and promised to send another group on the 30th, offering a discount for the inconvenience.Unfortunately, on the 30th, the drivers again couldn't enter the base due to ID issues.After waiting for 11 hours, a new group of movers arrived at 11pm.However, they didn't have the necessary tools to dismantle our bed frames, which were supposed to be taken according to the contract. Faced with no other choice, we instructed them to start packing and left the frames behind.The movers claimed that we exceeded the contracted space and would charge us extra, but they couldn't provide an estimated amount. We didn't agree to the additional charges and didn't sign any documents approving them.After paying the $998.05 pickup fee, we received a picture of an envelope from the driver, demanding $2434 upon delivery.We contacted the company to dispute the exorbitant charges, explaining what was left behind and the number of boxes we had.They promised a $100 late pickup discount and $100 for the frames left behind.However, when our items were delivered, we were forced to pay the full $2434, receiving no discounts.Many of our belongings were damaged, and one item was missing. We sent pictures of the damages to the company,but they haven't responded to our calls, texts, or emails for a month.We are prepared to take legal action if this matter remains unresolved.

  Business Response

  Date: 07/03/2024

  Elite Van Lines takes customers complaints very seriously. Dispatch did assign 3 separate crews to accommodate the rules of the base. The customer and I worked together throughout the entire process. I can assure you that i have requested the paperwork on this job and will review the paperwork to validate the upcharge. I will follow up with the customer and the carrier to make certain the customer receives the discounts she was told she would receive. 

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21926880
  
  I am rejecting this response because: I have attempted to reach out to your company several times to file claims for damages, but I have had no resolutions and its been more than 40 days since the incident. We are requesting financial compensation for all damaged and missing furniture according to the contractual obligations of EliteVanLines.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/26/2024

  We are sorry to hear that you have been facing inconveniences as you await your claim. The claim would be filed through the carrier directly as they are who handled the items. Our *************************** will reach out to you to provide the info if you do not have the claims information already. Please feel free to reach out if you need any further assistance. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21926880
  
  I am rejecting this response because: I have attempted to reach out to the moving company by filling out the form recently sent by an Elite Van Lines representative, but they have not contacted me or attempted to resolve the cost in damages. I was also promised a moving cost reduction by Elite Van Lines due to inconvenience and movers inability to take our furniture apart, but they did not hold up on that promise. We are still asking for a resolution from Elite Van Lines and not the 3rd party movers.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/06/2024

  We have provided this information to our **************** team for additional information from the carrier, we will provide you an update as soon as we receive it. If you need any additional assistance, please contact our office ************.