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:06/25/2025

  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.

  I engaged with a company called Native Van Lines to conduct my mover from ******** ** to *********, they provided a binding quote of *******. They assured me they were to movers, they contracted this move our to sub contractors. When the subs arrived to pick up the furniture they increased the cost by $2050.00 plus an additional charge of $777.81 for so called packing materials that we were basically held captive to pay at that time otherwise they would stop work. They demanded the $2050.00 in cash. When my furniture arrived in ** only one worker was present to move my entire household items, I had to then work side by side with him to unload the truck into my house and pay them another $2040.00 in cash before he would even start unloading the truck. This seems like a classic bait and switch move Native Van Lines mispresented their process to me and the sub contracted moving company ********************* based in ********* ** inflated the costs to enhance their profits. Since I originally contracted with Native Van Lines, I'm looking to them for restitution and resolution.

  Business Response

  Date: 06/27/2025

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Native Van Lines was the customer`s booking agent. We are not subcontractors. The customer`s moving company was *****************, whom the customer`s moving contract was directly signed with. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.
  
  Native Van Lines is very sorry to hear that the customer feels there were issues in their charges with ***** Moving. Despite the customer's contract stating that claims / complaints must be filed through *****************, we have contacted the ************** and have had the customer approved to be able to file their claim through our own account in the event that their moving company has not assisted them with this yet, as a courtesy and show of good faith to the customer from our part. The ************** has provided us with the information for the customer to proceed in filing their claim with them through our account if needed, which we have already provided to the customer. Please feel free to contact our *************************** at ************ or ************************* with any questions.

  Thank you,

  Native Van Lines

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23518566
  
  I am rejecting this response because:

  Native Van Lines is the company I contracted and signed a contract with them, they chose the sub contractor not me and that sub was sub-par in their perfomance.  I expect Native Van Lines to take responsibility for the fact I have damaged goods and missing goods and most of all according to their web site and contract my charges will be based upon weight, I never received any weight information and also never received any tracking information as per their web site and contract and conversations with their sales person.  The part that really makes me angry is I had to move my own furniture into my house since their Sub Contractor only sent one man for my entire move and I spent 4 hours moving my goods with him.  If I hire movers it's because I don't want to move my own stuff!  

  I think that Native should contact their Sub and reimburse me for my time and labor for that move.  The Sub is not very reachable and barely speaks english.  They did provide me a $200.00 discount off the ******* I paid in cash at the time of delivery, which I took in the heat of moment to get my move started.  I then in turn gave that $200.00 as a bonus to the young man moving all by himself.

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

  Business Response

  Date: 07/14/2025

  Once again, the customer's contract was signed with *****************. We have attached a copy of the customer's contract with ***** Moving as reference. Nonetheless, we have already offered to take responsibility as a courtesy and show of good faith to the customer from our part, and as previously explained, have already provided the customer with the information to go ahead and file their claim through our own account with the *************** The customer's request in this complaint has already been granted. Once the ************** has finished processing the customer's claim and confirms the customer's final settlement, we will be paying for the customer's settlement ourselves as well, as we also offered.

• Initial Complaint

  Date:05/20/2025

  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.

  I used this company for a cross country move. When they came to pick my stuff up they confirmed with us that what we were signing for included full value replacement and they did not explain anything about default insurance. We did not sign to opt in or out of anything. We were told at every stage of the process that any damaged items would be replaced at FULL value. That was what the contract shown below states and that is what we were told at pickup. The movers ended up damaging items valued at a total of around $3,000 and are only giving me $190 back. My TV is shattered, pieces missing from various furniture, desk is crooked. When I called them they said I never paid extra for insurance. That was NEVER discussed with me. So they defaulted me to standard liability, which, again, was never discussed to us. Now I have to replace a TV, a desk, a PC, a dresser, and hanging chair. This whole thing was incredibly misleading.

  Business Response

  Date: 05/22/2025

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Native Van Lines was the customer`s booking agent. The customer`s moving company was ****************************, whom the customer`s moving contract was with. ********************** clearly explained the customer's coverage options both during the booking process and in detail in the customer's Booking Agreement. The customer was then reminded of their options during their ***************** call the week prior to the customer's move. Insurance options were also included in the customer's Booking Agreement, as well as the total price for Full Value Protection if the customer wished to purchase full coverage from their carrier United Movers on pickup day. From our end, Native Van Lines provided the customer with all coverage information and options and explained that the customer's move included Standard Liability Coverage, as included with all carrier moves in the **** per industry regulations, and that any added coverage would be an additional charge with the party whom the additional coverage was purchased from. The customer has stated that they were told that "full value replacement" was included "when they came to pick my stuff up." However Native Van Lines did not pick up the customer's goods. The customer is referring to ************* Transportation, not Native Van Lines. At no point has Native Van Lines ever stated this to the customer. The customer's complaint is against the incorrect company. That said, we have reached out to the customer's moving company to further investigate this complaint, and they have also confirmed that this was not stated, nor was any additional payment taken for any additional coverage. Nonetheless, if the customer still believes that they were advised this by ****************************, they may contact United Movers Transportation at the contact information on their contract with United in order to further discuss this matter with them directly.

  Please feel free to contact our *************************** at ************ or ************************* with any questions.

  Thank you,
  
  Native Van Lines

• Initial Complaint

  Date:05/15/2025

  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.

  This company is a moving broker, which they did not inform me. They contracted one company to pick up my items. And another company to deliver my items to the new state. I was informed of the cost upfront. However, once the moving company came to pick up my items, that company explained all additional cost I would be responsible for. Charges for moving my items from my home to the parking lot, cost for packaging, which I was told was already included. And also additional cost for the size of some of my boxes. During the original inventory count, the company took a detailed list of my items. The next day I added a few extra boxes, which they advised of the cost. I paid the amount indicated at that time on the phone with the *** by credit card. And later I found out they double charged me for those same items adding it to my remaining balance due upon delivery. When my items arrived at the final destination. I received a call asking if a semi truck could access my home. I inquired why, if my items were picked up on a box truck. I was told my items had been transported to a semi after pick up. And I would be responsible for the additional cost to remove my items and place them on another truck to gain access to my apartment. In the end I paid $1050 over the original agreed upon amount. The explanation given was things could change during the process. The General Manager (*****) and **************** Manager (Lily) stated they would discuss this with my *** (******.) However, they could not refund any additional charges. This company and all parties were terrible. This was simply a money grab to charge more along the way. All cost should be communicated upfront and not during the move or at the end. The final straw was my decorative standing mirror that I was charged extra to pack, was broken during that move.

  Business Response

  Date: 05/22/2025

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Native Van Lines was the customer`s booking agent. This was explained on the very first page of the customer's initial agreement in large, bold lettering, which the customer was asked to read, acknowledge, and sign before proceeding and prior to booking any reservation. Our apologies for any confusion, this is not something that is in any way hidden. The customer`s moving company was K&G Moving Experts, whom the customer`s moving contract was with. Please note that this is also the only moving company that the customer's contract was signed with and the only moving company who's license and operating authority the customer's goods were transported under. That said, we are always here to assist customers and mediate between them and their carrier when needed.
  

  In reference to the accessorial service fees that the customer mentioned their moving company charged, such as a long carry fee and a shuttle fee, these fees were also gone over with the customer both in their initial agreement and then again during their ***************** call as a courtesy reminder. It was explained that accessorial service fees would be charged directly by their moving company and go directly to their moving company to compensate them for their additional labor. In reference to K&G's additional charge, we have confirmed with the customer's carrier that the customer was not double charged. The additional charge was simply split into two payments in order for the customer to pay half of the additional charge at pickup and the other half at delivery. It was not a double charge. Lastly, Native Van Lines has already reached out to the customer and has offered to compensate the customer ourselves for their claim, as a courtesy and show of good faith. Our offer remains open, should the customer wish to accept. Please do not hesitate to contact our *************************** at ************ or at ************************* with any questions.

  Thank you,

  Native Van Lines

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23332414
  
  I am rejecting this response because:

  I spoke with ****** personally and during our conversation he apologized for his employee not being forth coming regarding my fees and additional charges. And that he would address the matter with the employees manager. However, that doesnt remove the company from being responsible for me paying a higher amount. Due to their employees negligence or being unethical. Secondly the company practice is to send you a lengthy contract via email and ask you to electronically sign while you are on the phone. Knowing you cannot review all pertinent details during a few minute call. Those are unethical practices and deceiving. Why not mention these details during the call? When I asked the customer service manager Lily to replay the call for reassurance she refused to. And during my quality call no one mentioned transferring my items from one carrier to another and charging additional fees. This should be conveyed during the initial call and should be recorded. Unless this is considered to be their dishonest way of doing business. I have text messages from ****** apologizing. And then the customer service manager advising she is unable to refund any additional cost not previously explained. 

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

  Business Response

  Date: 05/22/2025

  Please note that neither ****** nor ****** are employees of Native Van Lines. In reference to the customer's Boooking Agreement, please note that the customer's agreement was only 8 pages (2 of which only contained the customer's estimated price breakdown, not anything to read), was in a large font throughout including no fine print, and may be read and reviewed in under 5 minutes. It was in no way lengthy. Furthermore, customers do not need to be on the phone when reviewing or signing this. They may hang up and take all the time they need in order to thoroughly review their agreement before signing. Upon review, we show that the customer signed their agreement at 10:46 *************** is open until 8 p.m. The customer had the entire day to review their agreement prior to signing, without any rate change risk as it would have been the same day, should they have felt the need for more time in order to properly review the agreement.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23332414
  
  I am rejecting this response because:

  This company is trying desperately to cover up their wrong doing. And to save their reputation. By saying those employees who were dishonest dont work for us. But anyone calling, texting or emailing on behalf of Native Van Lines should be held accountable for those bad business practices. And why would Representatives call customers on the phone and advised theyre emailing documents to be reviewed, while on the phone. This is a high pressure tactic being used so the customers wont be able to read the disclaimers or pertinent details they dont wont you to be aware of. Until after youre bind to the contract. Otherwise, why not email the docs and call the customer the next day to finalize the contract. Because you want them to be charged for canceling or forfeiting the contract after the fact. And yes ****** and ****** are employees that work for Native Van Lines. And Ill upload documentation to prove it. ****** stated I would be responsible for paying an additional $150 for the extra items I chose to bring. He also charged an extra $11 credit card fee. Next, when the driver arrived he stated I would need to pay an additional $364 for those same items I already paid for.  And last when the final driver called to deliver my items he stated I would be responsible for another $525 that I wasnt previously told. For a total of an extra $1050. This is bad business. And everyone is pointing the finger at the other company. I just want to raise a formal complaint and make others aware of these deceptive business practices and how unethical this company really is. 

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

• Initial Complaint

  Date:11/10/2024

  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.

  Native Van Lines (NVL) is a moving company broker. They enlisted 3rd party vendor ****************. (EMC) to move a partial household load from N.J. to **. Binding Moving Estimate of 372 cubic ft. issued by *** on 9/20/24. Upon pick-up *** driver claimed total volume under quoted by 100 cubic ft. Random furniture pictures provided by *** to *** who agrees to additional volume request. Additional volume resulted in $530+ increase in my moving cost. ***/*** would not load furniture unless I agreed to increase volume NVL also stated that I would loose 50% of my deposit (several hundred $) if I did not accept During household goods transportation I continued to follow-up with NVL (both phone, text and email) to receive supporting documentation on increased volume- to no avail On 10/19/24 I was told via phone conversation with NVL (******- customer service supervisor ************) that the added volume WOULD BE REMOVED from charges. *** arrived to delivery household goods on 10/23/24- they had no idea what I was talking about (removed 100 cubic ft) and would not drop off my furniture/goods unless I paid "full" amount My NVL/EMC experience should be viewed as unscrupulous at best but potentially fraudulent. I gave NVL multiple opportunities to correct the unsubstantiated claim of 100 cubic ft. of additional volume. Lots of lip service and supportive comments but nothing in the end.This business model appears as follows:- Provide detailed binding estimate - Driver from moving company claims more volume, which broker benefits from - Cancel on day of pick-up and you loose 50% of large deposit - Give empty lip service prior to household good delivery - Hold furniture/goods hostage until you agree to fabricated new terms I can provide additional details (i.e. text messages and emails) to support my position. I also assume that phone conversations were recorded by ***.

  Business Response

  Date: 11/11/2024

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Native Van Lines was the customer`s booking agent. The customer`s moving company was ***********, whom the customer`s moving contract was with. That said, we are always here to assist and mediate between a customer and their carrier whenever needed and are happy to help however we can.

  Unfortunately, the customer's claim that they have given ********************** multiple opportunities to assist is false, as the customer has not yet provided us with any opportunity to assist (until now). Our *************************** was made aware of the customer's complaint against Eazy Moving on 10/24/24. We immediately both called and emailed the customer on that same day in order to offer our assistance. A copy of the email that was sent to the customer on that day has been attached for reference. To date, the customer has neither called our *************************** back nor replied to this email. We have never heard from the customer again until now upon receiving this complaint. We are still happy to help and review the customer's contract for them and charges from Eazy Moving in order to better comprehend the customer's complaint and better assist. The customer would just need to send our *************************** a copy of their contract with Eazy Moving (a picture of it is fine), as we do not receive copies of the customer's contract, so we may review this for them and have any error immediately corrected for them, if any. The customer may send their contract to our *************************** at ************************** the same email address that we previously emailed the customer from. Likewise, please feel free to contact our *************************** as well with any further questions.
  
  Thank you,

  Native Van Lines

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22537718
  
  I am rejecting this response because:

  Response is blatantly false and is consistent with Native Van Lines'  (NVL) unscrupulous and potentially fraudulent behavior.  While I have other documented examples of this charade, I have attached the most relevant email sent on 10/3/2024 highlighting the issue.  Contrary to ******** response NVL was well aware of the issue well before the date he claims.  They deliberately chose not to address and to push along the delivery (through their selected third party provider) by delaying tactics, falsifications and misleading responses.  To repeat ****** himself stated (via phone conversation) on 10/19 that the additional 100 cubic feet of undocumented volume and associated costs would be removed and that the final amount due at delivery would be $386 versus the $900 insisted on by **************** (EMC) at time of delivery (or they would not unload my furnishings).  I encourage the BBB to review history for similar activity by NVL/ EMC.  Their activity has been an orchestrated scam.  Please confirm that you're able to open the attachment.

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

  Business Response

  Date: 11/15/2024

  Please note that there was no false information in our previous response. The representative ****** that the customer is referring to is an employee of another company, not an employee of Native Van Lines. This would neither be the correct person nor the correct department to contact in order to file a claim or complaint. The correct place would be our **************************** which we provided the contact information to in our previous response; and again, as shown in our previous attachment, our *************************** did reach out to the customer immediately upon being advised of the customer's complaint, which the customer has never gotten back to. Furthermore, to date, the customer still has not gotten back to our *************************** or provided a copy of their contract with Eazy Moving in order for us to be able to assist. We again kindly request for the customer to please send us a copy of their contract with Eazy Moving so we may be able to assist them with this complaint, as unfortunately we are unable to assist without the customer's contract in order to be able to see and review the charges that the customer is referring to. Thank you.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22537718
  
  I am rejecting this response because:

  How was there "no false information in our (his) previous response"?  My previous email attachment proves that Native Van Lines (NVL) was well aware of the issue/discrepancy before his claim of 10/23.  I have now attached a second email (dated 10/14) sent to *** customer service asking for an update on where the supporting documentation is on the added 100 cubic feet of volume.  All individuals spoken to and emailed claimed to be in NVL customer service department.  So the charade/false statements continue.  At what point does the BBB recognize this and what further actions can be taken to address this behavior? My above attachments also include the final NVL's issued binding inventory estimate of $1,877.38.  *****************'s (EMC) Bill of Lading (also attached), after adding the undocumented/indiscriminate 100 cubic feet of volume, totals $2,488.18.  NVL agreed with EMC's (who is their 3rd party service provider) arbitrary increase in volume without providing me with supporting documentation (i.e. where did the additional volume come from????). 

  If NVLs is not able to substantiate the added 100 cubic feet of volume, I expect them to credit me with the cost difference.   

   

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

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself and employee, ****** ******* very carefully and accurately went over inventory to move our home belongings with Native Van Lines scheduled for 8/23/204. First we went over via phone room by room on May 22, 2024, second time we scheduled a zoom meeting video conference on July 17, 2024 and finally I sent 6 video emails of each room, garage, basement and exterior of our home on August 5, 2024. The estimate total would be $10,008 and would only be more than this amount if items on the article list were added. We ensured no items were added and permanently moved from the pick up address on July 25, 2024 so the inventory in the home would remain. When the driver arrived on August 23, 2024, he went over the inventory items in each room and tells us we are severely under in the estimate and will need to pay an additional $13,000 to move all of our belongings! We were extremely thrown off guard being that every item was in fact included on estimate that he reviewed in person. We did not have $23,000 to move our 3 bedroom home and refused! The driver made a call outside and returned saying he would agree to at least fill the 26 foot truck for $4,000 more since we could not pay an additional $13,000. We did not have the additional money they demanded so we finally settled on agreeing with them to move just enough items that would fill 3/4 of the truck. Because they left some of our things behind, we had to rent a Penske truck on our own and ask someone to deliver to us what was remaining. The extra truck rental ($2168), gas ($437) & plane ticket ($438) to have this person return to **** are additional costs we are now out due to the unfortunate predicament we are faced with and consumer fraud "bait and switch" of these two companies Native Van Lines (broker) and United Prime Vanlines (moving company). I have text messages, emails, bill of lading contract, 3 estimates for each time that we met, videos taken and proof of emails of inventory videos sent.

  Business Response

  Date: 09/20/2024

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Native Van Lines was the customer`s booking agent. The customer`s moving company was United ********************************* whom the customer`s moving contract was with. That said, we are always here to assist and mediate between a customer and their carrier whenever needed.
  
  Native Van Lines is very sorry to hear that the customer was not happy with their carrier's services. Unfortunately, we are not aware of this issue or of any increase in the customer's move. We are more than happy to review the customer's contract with United ******************************** in order to review what was transported and their charges for what was transported, and better assist the customer. The customer may send copies of their contract with United ******************************** to our *************************** at ***********************************************, and we would be happy to assist them with this. The customer may also file a claim at ********************************************* if needed. Please feel free to contact our *************************** at ************ or *********************************************** with any other questions.

  Thank you,
  
  Native Van Lines

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22311253
  
  I am rejecting this response because: Native Van Lines should be VERY aware of this matter as my husband and I were on the phone with the Manager for over an hour when United Prime arrived to move our belongings.  I will be filing a lawsuit if I do have not receive a resolution here.  I have not heard from Native's customer service department and was told by ****** ******* they would reach out to make matters right.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/23/2024

  Our sincerest apologies, however this information from the customer is incorrect. Upon investigation, the customer was on the phone with a manager of a different company, **************** not with a manager of Native Van Lines. Again, Native Van Lines was not aware of any issue until receiving this complaint. As previously advised, we are more than happy to review the customer`s contract with United ******************************** in order to review what was transported and their charges for what was transported, and better assist the customer. Our *************************** has now sent the customer an email offering assistance with this matter. The customer may reply to the email with copies of their contract with United ********************************* so we may better assist them with this. The customer may also file a claim at ********************************************* if needed, if they have not done so already. For reference, the customer has up to 9 months from the date of delivery to submit a claim to *********************************************.

  Thank you.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22311253
  
  I am rejecting this response because:  I have provided the bill of lading, contract and inventory list to Native Van Lines and waiting to hear back on how they will resolve this matter.  I have not heard back as of today 9/30/24. 
  
  Sincerely,
  
  ******* *******

• 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.

  I was given a binding quote by a salesman (also lied to when I asked if the company was affiliated with North American and given an answer that led me to believe they were. North American sent me a couple referrals and I mistakenly thought Native was one). I made changes to the inventory list that were never reflected on the final inventory - removed some things added a couple things second customer rep I spoke to - *** told me I would be wise to add 15% to the total inventory and pay for it upfront. They use scarves Ricco make you do this - telling you if you don't add it and if everything does not fit, they will leave items behind without recourse. If it was not used they would refund. Well of course they did not refund. In fact, they tried to charge me $300 more. I fought this and they backed down. Original quote was $3300 all in. The actual charges in the end were $4700. They charge 1/3 upfront, won't start loading until the driver gets next 1/3 and threaten to keep your stuff if you don't pay the final 1/3. This is highway robbery. The laws governing moving companies need to be updated. Every day people are being taken advantage of my companies like this. They did not tell me they were a broker or that their fees were over $1600. They did not share that they would drop me the moment my stuff was on the truck. No one responds to emails that items are missing, or that garbage was left for me to deal with. No follow up at all. I used North American for my move from ** to NV - all the way across the country with ************************************ less than this move, instate with 2/3 the amount of stuff. This should not be allowed to happen. There has to be regulations on scammers like this.I want my 7 foot ladder back or a replacement provided and $50 for getting rid of the company's garbage. I could *** for the extra $1000 they scammed from me but I am not willing to take the time to go to court or spend more on lawyers.

  Business Response

  Date: 06/21/2024

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Native Van Lines was the customer`s booking agent. The customer`s moving company was US Safe Moving, whom the customer's moving contract was with and whose operating authority the customer's goods were picked up and transported under. Please also note that none of the customer's payments have gone to **********************. *** is not an employee of Native Van Lines, and unfortunately we are unaware of who Ricco is. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.

  Our *************************** has been trying to reach the customer since their delivery from US Safe Moving was completed in order to better understand the issue the customer feels they experienced and to offer the customer our assistance. Our *************************** both called and emailed the customer on 6/17/24 and again yesterday 6/20/24 after not having heard back from the customer yet. As of today, the customer has unfortunately neither called our *************************** back nor replied to either of the two emails. Again, we are more than happy to assist the customer with their complaint and mediate between them and their carrier if needed, but the customer has to get back to our *************************** in order for us to be able to help. The customer may reach our *************************** at ************ or at ************************** Likewise, please feel free to contact us at the same number and / or email address with any other questions.
  
  Thank you,
  
  Native Van Lines

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21878231
  
  I am rejecting this response because

  ****** identified himself as a native van lines employee as did *****. I was told to only contact Native van lines with an issue - they took care of everything. I did not even know who the moving company was until the day they arrived to pick up my belongings. I can prove by showing my cell phone re it's of incoming calls that NO ONE from

  Native has made any attempt to contact me. Funny but *** who they say does not work for them, responded to an email saying he would pass my email along to the correct person. No one has tried to call me since the movers picked up my stuff. 
  

  in reading reviews, this company's standard response is to say they have unsuccessfully attempted to reach the customer. Seems many others, like me, dispute that statement. 
  

  This company takes their money upfront  -$1700 from me before the move ever happened. Now they are trying to say, despite my having given them that money, that it is my responsibility, not theirs, to deal with the moving company THEY hired? Why do they get to charge me, then not be held responsible. Does not seem fair, or remotely professional to me. 
  

  this company is a scam and fraudulently increased my costs if the move, without providing proof of the cost. They increased my price by over $1000 a couple days before the move. They did not revise inventory, nor let the liver know there had been changes. They provided nothing - except an additional $1000 charge. This needs to stop - they take advantage of people and use scare tactics to get people to agree to pay for an additional 15% if total in more space because if you don't do that, your belongings can be left behind if they do not fit. They tell you they will reimburse you if you don't use the space. I'd like to now how many people they frightened into paying additional cost and how many of those lost their money and how many were actually reimbursed! I suspect it leans much farther to the former, than the latter.

  This company cheated me, then refuses to help when there is an issue. Tell me what moving company leaves their garbage behind for the customer to dispose of when the customer has paid almost $5000 for a move? Tell me what reputable company would steal a customer's 8 foot ladder?

  unless the company is willing to assist in resolving this matter, I will consult an attorney and I will also notify the US Attorney General and the State of Nevada Attorney General to ask for an investigation. A brief glance at the company's online reviews shows a trend of dubious practices. I am also contacting my congressman and requesting that laws be changed so that disreputable moving companies are required to disclose and can be held responsible for damages. It is just wrong that these companies continue to profit from unsuspecting customers. 

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

  Business Response

  Date: 06/27/2024

  Unfortunately, this complaint continues to include false statements.

  Again, *** is an employee of ****** Services, which is our ******** Service agent. As an employee of our ******** Service agent, *** advised the customer that he was contacting them on behalf of Native Van Lines, not that he was an employee of Native Van Lines. *** is not an employee of Native Van Lines, nor has he claimed to be.

  *** did pass the customer's message to the correct department just as promised, and our agent ****** Services has been trying to reach the customer for us since. The customer continues to claim that no one has tried reaching them. However attached are the two emails that have been sent to the customer, one on 6/17 and another on 6/20, both after we attempted to reach the customer by phone, offering assistance to the customer. ********************** HAS tried calling the customer, and our agent ****** Services HAS tried emailing the customer, and to date, the customer continues to be unresponsive and continues to claim that no one has tried reaching them. Furthermore, the customer also claims that no one wants to take responsiblity, when the emails attached that have been sent to the customer indicate completely otherwise. Even in our last response to this complaint, we included the contact information of the department that has been trying to reach the customer in order for us to be able to assist, and still the customer has neither called back nor emailed back.

  Once again, Native Van Lines is not a moving company, did not leave garbage behind, and has never been in possession of any ladder. The customer also continues to claim that ********************** did these things. We have provided evidence in order to show that we are and have been willing to assist the customer in resolving their issue, and that it is the customer who is unresponsive, not us.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21878231
  
  I am rejecting this response because: this company hired the mover and got paid to facilitate the move. They have not fulfilled their legal obligation to do so. The company THEY hired (that I had no choice in) failed at their job. I do not even have contact information for the company they hired. 
  

  Native Vanlines is lying about trying to contact me by phone. I have a phone log on my phone to prove that. I also have received no email from this company since mid-June. I am attaching a photo of an email from *** with "Native Vanlines" below his name. He certainly did purport to represent the company. In a court of law, this company would be held responsible as they contracted the services of the moving company and were paid a great deal of money to do so. They hired *** to represent the company, and are, therefore responsible for his actions as well.

  This company has scammed numerous people and continue to do so. Reviews online show a historical pattern of cheating people and not being honest about being a broker rather than a moving company. They take advantage of people and when challenged, they lie about trying to reach out and resolve the issues. Technology proves their lies, with no cell phone of any attempts to contact from their number.

  I continue to hope the Attorney General chooses to investigate and hold them responsible. I also hope the BBB takes their poor reviews into account.

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

• Initial Complaint

  Date:10/02/2023

  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.

  Native Van lines has nice people that sell you the move. This move was to close out my deceased parent's apartment. Many of the items we were moving had no replacement value but were very important to our family. They promised picture boxes. They told me that I could get full insurance but failed to say that I needed to make sure I did that with the sub contractor. They "sold" the move to ****************** who duped me into signing their paperwork on arrival and I never got full coverage insurance and was never offered it. They destroyed most of the furniture. I never once saw a picture box. When I complained back to Native, they said they had a "good faith fund" and would help me to get the reimbursement I deserved. They actually only "match" what the sub contractors give which was a pathetic 90$ (by weight). Then they said they would not even match the 90$ b/c my sister had put a complaint on file for her portion of the move and that "sorry, but family counts and unless you take down the complaint, we cannot give you that $$". So pathetic. Don't use them. Please.

  Business Response

  Date: 10/04/2023

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Native Van Lines was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s moving company, Top Quality Moving, whom the customer`s moving contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Native Van Lines was very sorry to hear that the customer experienced a damage in their move with Top Quality Moving. Please note that the customer filed their claim through Top Quality Moving, and Top Quality Moving processed this claim for the customer and compensated the customer themselves. ********************** was not a part of the customer's claim. What we did do was reach out to the customer to offer the customer a courtesy compensation from us, just as something as a show of good faith from our part. It was not a compensation for any specific item, it was again simply a courtesy compensation from our part. This offer is still open for the customer, in case the customer wishes to accept. The customer may contact our *************************** at ************ or at ************************* at any point within 9 months from their delivery date for this, and we are happy to help. Likewise, please feel free to contact our *************************** as well with any other questions or concerns.
  
  Thank you,
  
  Native Van Lines

• Initial Complaint

  Date:09/12/2023

  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.

  - I hired Native Van Lines for an out of state move who did not make aware that they are a broker; they contracted my move to ********************************* I was originally quoted around $4500 after removing a refrigerator, washer, and dryer which only saved me $450.- On the day of the move, VDMD reported "additional items and cubic feet" to Native Van Lines without me or my father's awareness / consent drove up my estimate $2000. We asked VDMD multiple times to allow us to count boxes / inventory with them PRIOR to loading the truck, but they ignored / denied us each time. Once they loaded everything onto the truck without reviewing inventory, they told us it would be $1000 to remove the items.- After receiving a call from Native on moving day to charge me for the increase, I was instructed to dispute with the ******* who was still at the house with my father; for two hours, the ******* gave us the run around and refused to provide a detailed list of the items that contributed to the additional 194 cubic feet and $2000 upcharge. Without consent / signature, Native fraudulent charged my credit card $500.- At pickup, I signed a VDMD form that said my balance due at delivery was $1761; since then, it has gone up to $2290 and then $2440.- At delivery, they arrived two hours early and started demanding money / signatures despite me being at work as I did not expect them that early. As my father and I were previously told that credit cards were acceptable but then no longer acceptable, we scrambled to get funds transferred. I was able to transfer $1000. When they allowed my father to leave for the bank to obtain a cashier's check for the remainder, the drivers drove away with my belongings before scheduled to leave. I do not know when redelivery will be, and they are attempting to charge another $900 for delivery and $900 for storage. Despite police being involved, they have been unresponsive and unable to provide redelivery information and are holding my items hostage.

  Business Response

  Date: 09/21/2023

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Native Van Lines was the customer`s booking agent. This was explained to the customer both verbally and on the very first page of the customer's Booking Agreement from the start, in large, bold letters on Page 1, which the customer acknowledged that they had read and understood, and signed before any charge was processed or any reservation was booked. It is not something that is hidden or attempted to be hidden in any way. The customer`s goods were picked up and transported under the operating authority of the customer`s moving company, ******************************** whom the customer`s moving contract is with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  Native Van Lines is very sorry to hear that the customer is experiencing any issue in their move with their carrier. Please note that Native Van Lines has not charged the customer any charge for $500 or any additional amount whatsoever. Netiher is Native Van Lines attempting to charge any of these amounts that the customer is claiming. It seems that the customer is referring to charges from / payments to ******************************** Unfortunately, Native Van Lines is unable to change a charge or balance due from ******************************** as any balance the customer is referring to is owed to VDMD, not to Native. Upon reaching out to ******************************* to further investigate this matter, they have confirmed that they have already provided the customer with a detailed breakdown of the customer's balance to them, as well as confirmed that the customer's delivery is scheduled for tomorrow. Although claims must normally be filed through VDMD as per the customer's agreement, ********************** does have our own account with the ************** and would be happy to approve the customer to use our own account after delivery if they need to file a claim and would like to do so through us instead. We are happy to assist however we can.

  Please do not hesitate to contact our *************************** at ************ or at ************************* with any other questions.

  Thank you,

  Native Van Lines

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20589600
  
  I am rejecting this response because:

  Native Van Lines initially charged my card over $500 but then refunded as soon as I brought to their attention that they never received authorization or a signature from me.  Now, they have added that $500+ charge to my payment due at delivery and will collect that amount from the carrier, ********************************  Additionally, Native has done nothing to help mediate; their only recommendation to me is to comply with the demands of the carrier and pay out nearly double the amount of my original estimate.  I also received a call from a supervisor from Native but never heard back in regards to mediation steps moving forward.  They continue to claim that both they and the carrier have sent me a breakdown of costs, but this has not happened.  The carrier continues to tack on additional charges and fees without any formal documentation or layout of costs.  Not once has Native or VDMD broken down costs of added items and other services fees.  Native Van Lines did not make me aware of their broker status; otherwise, I certainly would not have agreed to engage in business with them.  My household belongs are presently still being held hostage by a carrier that I was not able to choose or do research on before allowing them to handle my household items.  Native has done nothing to mediate the situation as they realize that if the carrier drives up the cost of my estimate, they too will profit.  Asking me to comply with the illegitimate and unverified demands and charges of VDMD is not an act of remediation.

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

  Business Response

  Date: 09/21/2023

  Good afternoon, we kindly request for the customer to please provide evidence, such as a transaction history, of a $500 charge and / or a refund from Native Van Lines. A refund was never processed, as there was not a charge. We have attached for your reference the first page of the customer's initial Booking Agreement previously referred to, which explains that Native Van Lines will reserve space on a truck with a carrier for the customer. We have also included page 5, which explains in further detail that Native Van Lines is a broker and not a motor carrier, as well as the service provided to the customer. Again, the customer acknowledged and signed that they had read and understood this, prior to their space reservation being booked.

  Native Van Lines has been in constant mediation between the customer and their carrier, as well as ******************************* who has also been in constant direct contact with the customer. However, the balance that ******************************* is charging the customer includes waiting time, storage, and redelivery fees, which are all fees charged directly by ******************************* for their time and storage provision, of which nothing whatsoever goes to Native Van Lines. These fees are collected by and go directly to carriers, not to booking agents.

  AS previously offered, the customer's file has already been approved for the customer to be able to file a claim through our own account with the ************** if the customer needs to after delivery, as a courtesy exception from our part.

  Business Response

  Date: 09/21/2023

  Our apologies, it seems our attachment to our last response did not attach. Here it is attached. Thank you.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20589600
  
  I am rejecting this response because:
  

  Your contract clearly states in the document you provided that you all do not take any cut or commission or share in the additional fees / charges / increased estimate at pick up or delivery.  Yet, at pick up, both Native and VDMD colluded to increase my estimate without my or my fathers approval or knowledge after VDMD had reported false and invalidated inventory to Native.  And when the estimate cost was driven up, one of Natives representatives, *****, fraudulently charged my card without my approval or signature because she stated that if my estimate increased, my already-paid deposit increases as well.  And after she was required to reverse the charge, she attempted to add that charge to my amount due at delivery so that she could collect the deposit increase through the carrier.  You failed to make verbally known that you all are a broker company and failed to make us aware of our customer rights.  And even when we did contact you all for assistance on the day of pick up, the customer service provided by ***** was incredibly accusatory and aggressive.  Since then, the carriers have increased my estimate even more without formal documentation or my signature, they have used whiteout and other document tampering materials to alter documents illegally AFTER my signature, and Native has continued to stand by and defend the carriers and has yet again failed to inform me of my rights and facilitate in mediating the situation.  Even after I had already paid nearly half of my amount due at delivery to the carriers and worked to obtain a check for the other half, the carriers drove off with my money and belongings, and Native continued to uphold and defend the unethical and unwarranted charges made by VDMD.  However, as Native and VDMD have been made aware, I have already filed lawsuits against both companies since they are both continuing to hold my items hostage for more money resulting from egregious and invalid charges and are continuously unwilling to mitigate the issue.

  Sincerely,
  

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

• Initial Complaint

  Date:09/08/2023

  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.

  They grossly underestimated the size of our inventory and we received a surprise exorbitant increase of nearly $6,000 on pickup day. Using a Zoom call as a guide, the Native Van Lines account rep initially quoted us $10,550 for our move. The moving company ******* walked through and marked the size larger for a lot of items. The price increased by nearly $6k. We were shocked. This is so messed up and wrong for any customer to have to deal with this. Several items that were grossly underestimated by Native Van Lines. All our inventory was shared on a video call with Native Van Lines. They cant control what their contracted movers do. No accountability. We submitted a formal complaint to management and account ******** response. Thats why we are complaining about terrible service. Had they responded to us and tried to own and make it better, we would have dropped this. This bait and switch sales tactic is unethical and they should be held accountable. They will tell you that you need to get a quote from a qualified in-person assessor. We did that (All My Sons) with an in-person assessment and shared it with our Native ********** was a competitive quote that provided a turnkey delivery date but more expensive. Our Native rep assured us that their quote was accurate and talked us out of switching to the other company. They delivered a sub-par moving carrier and failed to deliver the move in the contracted time. Our move should have been completed by 6/24/23. The first moving truck arrived on-time on 6/16/23. Second truck couldnt be found. Past contracted move date. We suspected moving fraud. We opened a dispute with our credit card company to recoup our losses, believing all our furniture in the second track was lost. In their dispute letter, Native Van Lines lied to our credit card company, saying that our entire move was completed on time by 6/16/23. We have signed, written proof of the actual delivery date completion (7/3/23).

  Business Response

  Date: 09/18/2023

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Native Van Lines was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s moving company, One Coast Moving, whom the customer`s moving contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  Native Van Lines is very sorry to hear that the customer was not happy with their services. Unfortunately, the customer has never contacted our *************************** to advise of any issue in their move with One Coast. We are not sure who the customer is stating that they contacted regarding their complaint, but it has not been any representative from our ***************************, as this is the first we are hearing of the customer's complaint. ********************** has a courtesy account with the ************** that we have set up in case of an emergency, and we would have been (and still are) happy to approve the customer to be able to file their claim through our account rather than having to go through One Coast Moving for their claim, as a courtesy from our part, if they are advising that they have tried with One Coast but have not been assisted with their complaint yet. We are still happy to do so... the customer may reach our *************************** at ************ or at ************************** and we are happy to help. Regarding the customer's delivery, again, ********************** must go by the customer's moving contract, which was with One Coast Moving. Upon receiving a copy of their contract, it shows that their delivery was completed on 6/16/23. We have attached a copy of the customer's contract for reference. However, if the customer has a different moving contract with One Coast Moving showing that delivery was completed at a different time, we are happy to make sure that this is added to their claim as well, or at the very least that a courtesy compensation is added to the customer's claim from our good faith account, as an additional courtesy from us. Please feel free to contact our *************************** at the same number / email address as well with any questions or for any further information.

  Thank you,
  
  Native Van Lines

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20573023
  
  I am rejecting this response because:

  There are two issues here.  We submitted a complaint to Native Van Lines on the unethical quoting price of our moving service.  The complaints were sent to customer service as well as the account representative (***************************).  You received them.  I have attached the evidence showing this. This was never addressed.  Native never responded to the customer complaint.  This was the reason why we filed a credit card dispute with your company.  You under quoted us by nearly $6,000 to win the business.  We gave you a chance to make this right, but you never responded.  This is very poor customer service.  Had you responded, we wouldn't have opened the dispute.

  On the second issue, you have the dates wrong.  The carrier One Coast Moving didn't follow the contract of moving within 10 days.  The move wasn't completed on 6/16.  The move was completed on 7/3.  We have attached evidence of our final moving receipt.  There were two trucks.  The first truck arrived on 6/16.  One was lost for a long time, and suddenly showed up when we filed a dispute.  A move is not complete until all furniture is delivered.  We were in contact with the carrier.  There was no reason to contact Native Van Lines because you don't respond, and didn't respond to on our first issue.  This is very poor customer service.  Our contact was broken because the carrier didn't move within the time of 10 days.  The only way to make this right is a credit back to us which is what we requested in the dispute.  You have really done us wrong and we've experienced very poor customer service, an increase of $6,000, and a broken agreement on the moving dates.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/20/2023

  Good morning, the attachment that the customer included shows that it went to an individual named ******. There is no ****** in our **************************** nor is the email that it was sent to an email of anyone in our **************************** Again, the customer never contacted our **************************** and therefore unfortunately our *************************** was never aware of any issue until now. As we have already offered in our previous response, we are happy to assist the customer if they would like to submit a claim, however the customer still has not gotten back to our **************************** Once again, the customer may reach our *************************** directly at ************ or at ************************** Thank you.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20573023
  
  I am rejecting this response because:

  ****** was with your customer service department at the time of handling this.  He reached out to me to let me know that he was the point of contact.  I've attached an email from him saying that he is with customer service and he is my point of contact for any issues.  He never provided me an alternate email address for customer service, so that is on you guys.  You guys are responsible for this.  Read the email and the complaint.  We shouldn't have to send it again as I attached the complaint in a PDF.  You received it.  Second, the email also went to your account executive, ****************************  So Native Van Lines received this, it doesn't matter whether it was the correct email address or not.  Take some responsibility and ownership of the actual issue rather than deflecting over a ***** email address.  ******** said he forwarded it over to management and we would be hearing back from someone.  We never heard back from anyone.  You guys are deflecting this and making excuses.  There is also proof of my communication with the account executive, which I attached prior.

  You make erroneous claims about the delivery being on time and on the date of 6/16/23.  The delivery date was 7/3/23.  That is when the delivery was final, when both moving vans had arrived.  This was past the 10 days in the carrier agreement.  We request a credit for the terrible service (lack of response on initial issue), the $6,000 underbid on the quote (unscrupulous sales tactics), and the late delivery breaking the agreement.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid Native Van Lines $7,941.95 for our move on May 28, 2023 from ********** to ****. It was to be completed no more than 21 business days later, June 28th. The first part of our goods were delivered on June 24th, and we were notified a day before that not all of our items had fit onto the truck but would be coming by the 28th. Over $18,000 worth of items are in this missing delivery that has still never arrived. Since then, we have tried contacting the business many times about the missing items and have not gotten responses about them from *************************** or ***************************. We got a lawyer to help us, and ****** blocked their phone number. We have gotten in contact with employees at the main company phone number who report the truck has been "delayed" six more times but give no date for our delivery.We have had to file a police report for theft to try to track down our goods. We believe we are victims of moving fraud. Also, the items that were delivered on June 24 were substantially damaged (over $6,500 worth of items). We wrote a complaint letter to Native Van Lines, and were told by ****** and customer service that we need to file a claim with our carrier since they are just a broker. Later, after our lawyer got involved, they offered to let us submit a claim through them, which is a tactic they frequently use as you can see in other BBB complaints. We are concerned the second delivery of goods is being withheld as retaliation. It is also important to note that documents like federal pamphlets and the Bill of Lading were sent to be signed less than 20 minutes before, not the required 3 days, and no copies provided. We have never received the required written notice of the delay and expected delivery date. All of these, and more, are signs of fraudulent movers according to the ****** We are simply looking for Native Van Lines to communicate with us, provide a location of our items so we can retrieve them, and eventually financial restitution.

  Business Response

  Date: 07/10/2023

  Native Van Lines has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.
  
  Please note that Native Van Lines was the customer`s booking agent. The customers goods were picked up and are being transported under the ********* of ****** ********************************* who is the moving company servicing the customer`s move and whom the customers moving contract is with. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  We do apologize that the customer`s carrier has experienced a delay in the customer`s delivery. However, it is unfortunate that there are false statements in this complaint. The customer claims that they have not received responses from Native Van Lines, however Native Van Lines has been constantly mediating between the customer and their carrier and consistently following up with the customer on any and all updates received from their carrier. The customer's ************* Representative ****** is the one who has been contacting the customer daily and maintaining the customer updated as we work with the customer's carrier to ensure that delivery is completed as soon as possible. The customer claims that ****** has not responded to them, however this is the same ****** that has been keeping the customer updated daily and will continue to do so until delivery has been completed. The customer claims that our *************************** has at some point advised the customer that they must file their claim with their carrier. This is completely false. Our *************************** has NEVER and would NEVER send a customer back to their carrier if they have already come to us. We take them in immediately and offer our assistance, so as not to make them go back and forth. The customer was immediately offered to be able to file their claim through our own, private account so that we would be able to ensure that the customer is compensated. Furthermore, ********************** has also offered to compensate the customer for their carrier's delay if their carrier fails to do so. Lastly, the documents that the customer is referring to required by the ***** were provided to the customer along with their Booking Agreement on 4/14/23, more than one month prior to pickup, which included the customer's Rights and Responsibilities.

  As of this morning, the customer's ************* Representative ****** has again followed up with the customer and has confirmed that per ****** ********************************* the customer's second delivery is scheduled for tomorrow, 7/11/23. Once we have confirmed that delivery has been completed, we are again happy to assist the customer with anything that has not already been taken care of by their carrier. Please feel free to contact our *************************** at ************ or ************************* with any other questions.

  Thank you,
  
  Native Van Lines

  Customer Answer

  Date: 07/12/2023

  
  Complaint: 20296063
  
  I am rejecting this response because:

  
  1) We did not receive daily communication from ******. We emailed with him on June 7 and June *****.  We spoke to him on the phone on June 7th, he said he would call back and didn't. We called again asking for him on July 8th, were told he would call us back, and he didn't so **** helped us. ****** did call us on July 10 and July 11. We also put ****** on all of the emails sent between June 24 and July 12, but he hasn't been the one replying to them.

  2) On July 10 they told us "As we have previously offered, again, we are happy to assist you with your delay claim ourselves as a courtesy if your carrier has not taken care of this for you at the time of delivery." We understood this to mean we needed to resolve our claims with the carrier at delivery and try to take care of it that way first. We happily filed a claim with Native now that we understand this to mean something else. 

  3) We signed an estimate on April 14, not an official Interstate Bill of Lading. I am attaching screenshots showing the dates each of the documents were received. Unfortunately, the hyperlinked documents no longer let me open them because it says they have expired. 
  
  As an update, we did receive a majority of our goods on July 11 but it again came with over $2,000 worth of items damaged, such as an entire desk smashed. We were forced to sign documents by the driver that were inaccurate and stated the goods were delivered at an earlier date and all there. He held our goods hostage on the truck with the gate closed and out of sight, saying he wouldn't open it until we signed. We asked repeatedly to speak to his boss that he kept calling, for documents to be updated, and said we would happily sign after the goods were unloaded as we did in the first delivery. He refused for over an hour. We were forced to sign sight unseen and note in the one box that was editable the correct date. When the truck was unloaded, we found out not all of our items were present.

   There are a many of other issues with this carrier's performance that we have informed Native of. We understand that Native is the broker, but it is their responsibility to ensure their carriers meet the laws and follow their obligations to the customer.  ******************** customer service has been responding to us regularly on July 10 and 11. We hope that continues as we resolve our claims. 

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

  Business Response

  Date: 07/13/2023

  Please note that ****** and **** are the same person. The customer advised that ****** did not get back to them, so **** assisted them, however **** is ******. It is the same person. Please also note that ****** no longer has access to the customer's file, as the customer's file is no longer in our ************************* The customer's file has moved to our **************************** which is why our *************************** is the one who is now following up with the customer rather than ******. We are happy to advise that the customer's delivery has now been completed, and the customer has been approved and provided with the information to be able to file their claim through CSI - ************************************* as well as the next steps that the customer is able to take if they are still not happy. Native Van Lines will remain available throughout the customer's claim process in case there is anything else that we are able to assist them with.

  Thank you,

  Native Van Lines

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20296063
  
  I am rejecting this response because:

  I disagree with the characterization. Although ****** and **** are the same person, they are still agreeing that he did not respond to and help us daily. I understand that United ******************************** indicated to you the delivery was completed, however we informed them we still have some goods missing, however they denied that. We informed the driver/supervisor of the missing material however they declined to believe us that we had anything missing. It appears our "completed" move comes with lots of damaged and missing goods as part of the package that we paid for. I do note that Native has reached out to help with the claim, to which we will accept their assistance. 

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