We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Moving and Storage Companies

Vanlines USA, Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving and Storage Companies.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2025

    Type:Product Issues
    Status:
    Resolved
    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 sister paid for these movers to move their boxes upstairs, and half way through the moves they refused to move the boxes upstairs. They said they didnt recieve the payment, which I confirmed they did, and when I called the manager to handle this, they blocked my number. After call several numbers I found Vanlines USA was the dispatcher and when I asked for a refund since they didn't move all my boxes they yelled, and told me they werent giving me a refund, or coming back to move the boxes. I have audio proof that they refused to move the boxes.

    Business Response

    Date: 06/05/2025

    we would like to take this opportunity to apologize for any inconvenience to the consumer.

    we are waiting on the sign settlement agreement to be send back to us so we can refund the customer the $75 requested immediately via **** .

    as soon as we get it back we will send it . once again we are sorry and we will make sure to take the propare steps to insure this matter will not happen again. thank you

    Customer Answer

    Date: 06/05/2025

     
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:03/15/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Several things went wrong and they have been unwilling to correct any of it despite repeated attempts on our part. First, they grossly overcharged ** by cubic feet. The overage was confirmed by their driver and yet their main office refused to issue a refund for the full amount. Instead, they used bully tactics and threats to get us to agree to a partial refund under the guise that they would send it immediately via Zelle. Of course, once we agreed, they said they'd mail a check. Two checks have since been 'lost' in the mail. Not likely! On top of that, they damaged about $1,200 of items and now refuse to pay via their claim system. We have images, filled out all the proper paperwork, etc., and still no refund for the overcharge and no compensation for the damaged items. Can you help?

    Business Response

    Date: 03/30/2023

    To whom it may concern,
    Thank you for taking the time to address this matter. We were contracted by New Leaf Moving Group to move this customer from *******, ** to *****, **. Regarding this customers refund, once they completed the necessary documents, a refund check in the amount of $200.00 was issued. According to our records only one check for this customers refund has been sent out and was cashed by the customer. In regards to the claim, we have reached out to the claims department and have asked them to expedite the claim process for this customer. The claims department has received all the documents and information pertaining to the customers claim and is addressing the claim appropriately. Please let us know if you have any further questions or concerns. Thank you.

Vanlines USA, Incorporated is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.