Complaints

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• Initial Complaint

  Date:11/03/2025

  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.

  My experience with Wilson Bros Van Lines was extremely disappointing, stressful, and unprofessional. From the very start, the company displayed misleading pricing, inflated measurements, and hidden fees. What should have been a straightforward move became a frustrating, costly ordeal marked by deception, negligence, and complete disregard for customer trust.I was initially quoted $5 per cubic foot for a move from *****, ** to **********, **. Later, I requested a quote for ***** to ************, ** roughly half the distance and was told $4.75 per cubic foot. After questioning this, they reluctantly reduced it to $4.50, showing that their rates were arbitrary and negotiable, not based on distance, mileage, or actual cost. My written estimate listed 496 cubic feet, but after packing, they suddenly claimed 625 cubic feet a 25% increase with no actual measurement or clear explanation.Additional stair ($100) and long carry ($150) fees were added at pickup despite easy access, and they tried to charge these again at delivery, even though the large truck could fit near my building. My total cost rose from an estimate of $3,832.92 to $4,454.91 without justification. Even more concerning, my initial signed estimate to ********** was $3,045.94 a total increase of $1,408.97 between April 22 and my final payment on August 9, with no valid reason for the escalation.The poor handling of my belongings caused severe damage as well: my $500 Coach bag was crushed, my $120 floor lamp never arrived, and my mattress topper and coffee table were destroyed. The company offered only $77 for damages totaling about $750 an insultingly low and unacceptable settlement.Wilson Bros Van Lines repeated deceptive pricing, hidden fees, inflated estimates, and careless handling demonstrate a clear lack of professionalism and accountability. I am seeking $750 for my destroyed and missing items, plus a fair adjustment for the inflated and unjustified charges.

  Business Response

  Date: 11/04/2025

  
  Thank you for allowing us to respond. We take every review seriously. Below is the timeline.
  Original Quote   496 cu ft from ***** ? **********, *******; Deep discount: $5.00/cf (our published tariff is $9.00/cf) Signed estimate

  
  5/21/205 Move pickup Revised estimate Signed 625 cu ft

  
  7/10/2025 Customer emails: Change destination to ************ We replied with new rate: $4.75/cf (our published PA tariff) Customer forwarded a response from the original estimator saying $4.50 to PA We honored the $4.50 rate
  
  8/10/2025 Damages Customer declined Full-Value Protection and initialed 60/lb released value   Claims filed with our third-party adjuster (****************) Settlement offer: $77 (128 lbs) ( Items value not considered factor). The customer is claiming that a purse, floor lamp, mattress topper, and coffee table weigh ***** lbs

  
  Missing the point. The customers ******************** narrative never mentions:  She changed cities after signing, not a new quote, as this is well after pickup  She added 129 cu ft of goods at pickup She signed every revised document prior to moving forward
  

  Our Offer (final). We stand by the contract the customer signed six separate times. Out of goodwill, we will:
  Re-open the claim and pay an additional $100 courtesy adjustment (total $177)
  
  Total new payment: $177 ( 295 lbs). We consider this more than fair given the documentation.

  Customer Answer

  Date: 11/04/2025

  
  Complaint: 24090931
  
  I am rejecting this response because:
  
  1. Questionable Volume Increase (129 cu. ft.): I am wondering where the alleged added 129 cu. ft. figure came from. Please provide the detailed calculations and measurements used to arrive at this number. Where are the specific measurements for each of my items to confirm this adjustment? As previously discussed, I raised concerns early on that my items were not measured at pickup. The company assured me that measurements would be taken upon loading the delivery truck to ensure transparency and accuracy. Please provide the documentation, including any measurement logs or cubic footage breakdowns, from that process.
  2. Valuation and Handling Agreement: I agreed and signed under the understanding that my goods would be packed, handled, and transported with the utmost care. This was a key condition of our agreement and influenced my acceptance of the valuation terms. Unfortunately, this promise was not upheld. Several of my items were damaged or destroyed due to improper handling, which directly contradicts the assurances given by the company.
  
  In light of the above, I request:
  A full and itemized explanation of how the additional 129 cu. ft. was calculated.
  Copies of any documentation showing the measurements or calculations used.
  A fair resolution acknowledging the damage to my property and the failure to adhere to the agreed handling standards.
  
  Best,
  ****** ****

  Business Response

  Date: 11/05/2025

  Here are the exact three things you requested, directly from your signed paperwork:

  
  1. Where did the 129 cu. ft. come from?Page 2 (inventory sheet) shows the answer: Top right corner (orange highlighter): "ADJUSTED CUBIC FT: 400" Bottom right corner (orange highlighter): "Paid in Full 9-21-25 $387" 400 cu. ft. actual - 271 cu. ft. original quote = 129 cu. ft. addedYour own handwriting next to the $387: "Paid in Full"
  Attachment 1 = Page 2 (400 cu. ft. + your payment proof)
  2. Measurement documentation

  Page 1 shows every item counted by your crew:
  49 boxes 2 cu. ft. = 98 cu. ft.
  Dressers, beds, sofa, tables = 302 cu. ft. Driver's handwriting (top right): "400 cu. ft."
  Attachment 2 = Page 1 (complete item-by-item count)
  3. Valuation & handling agreement you signed

  Page 3 (orange highlighter): "Released Value 60 per lb" Your signature is directly below this box.

  Page 4 (your checkmarks):? YES - I decline Full-Value Protection ? YES - I accept 60 per lb liability
  Attachments 3 & 4 = Pages 3-4 (your signatures)
  Damage noted on delivery (your handwriting, Page 2):"mirror cracked, table leg loose"
  Under the 60/lb you chose and signed for:
  Mirror (42 lb) = $25.20
  Table leg (18 lb) = $10.80 Total liability: $36.00   

  Additional items were added with the claims company after. 

  This fully documents the 129 cu. ft., proves you agreed to it, and shows your chosen liability limit.
  Attachments: Complete 4-page contract (pages highlighted)

  Customer Answer

  Date: 11/15/2025

  Complaint: 24090931
  
  I am rejecting this response because:
  I am awaiting measurements for each of my individual items that did not fit in boxes. I did not even have 49 items, let alone ********************** the documents.
  I am awaiting measurements used to determine the min. 496 cu ft and additional 129 cu ft. My total cu ft was 625 NOT 400, as stated in the documents.
  
  Sincerely,
  
  ****** ****