Business Profile

Moving Brokers

Adam's Van Lines Corp

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

33 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/22/2025
Type: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.
First of all, I should have paid attention to the existing reviews. Our experience with this company was the absolute worst. To call it a nightmare would be an understatement. Others who have used them with their move warned of everything that happened to **. They hold you hostage for sure. Our move was from ******** to ******. We had a price and when the driver arrived, he had one person helping him and he left before everything was loaded. The driver then had to call and get help from people local. He said we were over on boxes by ten and charged me an additional $750. I had no choice since most was loaded already. My daughter had put AirTags in several different pieces and the truck went to a storage unit in **************** and dropped her things. We were promised a delivery date and it didnt happen after my wife flying to ****** to assist our daughter with the move. After many phone calls, a different person called and said the stuff was on a tractor trailer and would be there on Sunday. He did arrive but couldnt get his truck to her apartment according to him and charged us another $750 to get a box truck which was what it was loaded on to begin with. And they stated that it would be delivered on that box truck. We have so much damaged furniture that it would take way to long to detail on this post. These guys are crooks! Anyone who uses them after reading this deserves whatever happens. DO NOT USE THIS COMPANY!!! You have been warned. Now to see if the insurance company pays for all the damage.
Business Response
Date: 06/27/2025
************************************************** 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.

Thank you,

Customer Answer
Date: 07/11/2025

Complaint: 23504507

I am rejecting this response because:
I am currently awaiting a response from their customer service team. I have sent them pictures of all the damage and noted that theres a piece of glass that was missing from the delivery that went on top of the bedroom dresser.

Sincerely,

** *******
Business Response
Date: 07/14/2025
As previously advised, we approved for the customer to be able to file their claim through our own account with the ************** as a courtesy and sent them the information to proceed in filing their claim on 7/6/25. The customer should be submitting their claim request and documents to the ************** via the information that was sent to them on 7/6/25, not to our **************************** The customer may also check on the status of their claim with the ************** by contacting ********************** Per moving industry regulations, moving claims and insurance companies have up to 120 days to process a customer's claim. As soon as we receive confirmation from the ************** of the customer's claim completion and final settlement, we will be processing the customer's settlement for them ourselves as well, as we also previously offered to do for the customer.
Initial Complaint
Date:05/26/2025
Type:Billing 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 never called me to complete a quality control session yet they charged me for doing absolutely nothing..
Business Response
Date: 05/27/2025
************************************************** 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.

Adams Van Lines is a booking agent who reserves truck space with a carrier for a customer's shipment. *********************************************** was the customer`s booking agent. The customer booked on 4/3/25, and the customer's space reservation was immediately reserved for them. The customer was advised that they would be receiving a ***************** call on 4/9/25, a few days before the customer's move, just as a courtesy in case the customer wished to make any last-minute additions or changes. On a side note, please note that this is a courtesy call and not a mandatory call, and in no way affects the taking place of a customer's move if they choose to answer or not. Nonetheless, our ***************** Department did try reaching the customer both by phone and email on 4/9/25 for their ***************** call and was unfortunately unable to reach the customer. Attached is a copy of the email that was sent to the customer on 4/9/25 following the call. Upon finally getting in touch with the customer, the customer requested to cancel their reservation. The customer's reservation was cancelled, and their refund minus their cancellation fee has already been processed.
Please feel free to contact us at ************ or ************************************* with any questions.

Thank ***************************************************************
Customer Answer
Date: 05/27/2025

Complaint: 23379106

I am rejecting this response because:

Sincerely,

******* ******.. There is no way I would proceed without a quality assurance call because that's where companies that hire brokers like Adams moving company does will show up and increase the price.. Maybe this is the reason the call was not made.This would explain the 1.9 rating on reddit.
Business Response
Date: 05/28/2025
Good morning, please note that no one ever asked, nor would we have asked, the customer to proceed without their ***************** call. This is why the call is done in advance and not the day before pickup. This way if the call is for any reason missed, it may be rescheduled. We would have gladly rescheduled the customer's ***************** call to 4/10/25 or 4/11/25 at a time that worked best for the customer, if the customer were to have advised that this was the issue.
Customer Answer
Date: 05/28/2025

Complaint: 23379106

I am rejecting this response because:

Sincerely,

******* ******... Emails and screenshots to follow up for this complaint... Because Adams moving did not call on the time they scheduled I moved forward with another company that followed all procedures and the move went ahead without any problems.. Very unprofessional of any business not to do their job and still penalize the consumer..
Customer Answer
Date: 05/28/2025
Unsatisfactory
Initial Complaint
Date:04/18/2025
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.
Date: 3/28/25 Total estimated charges for the move was $3331. In order the get the estimate, I provided an e-mail detailing the dimensions/size of every item, including king size mattress/bedframe and 5-piece sectional. I was also told that if I ended up shipping less than expected, the corresponding amount will be deducted from the final cost. Conversely, extra will be charged for items not already on the inventory.On pick-up day, I was charged $3848.14 even though I shipped 10 LESS boxes and did not add any additional items. The additional charge was for "bulky items" referring to the king size mattress/bedframe and 5-piece sectional. As stated before, I measured these items and provided the exact measurements to the company for an accurate estimate. They knew these items are "bulky". I was also charged for a wardrobe box (material and shipping cost) that I never shipped. The representative also reassured me via e-mail (in response to my question prior to signing the contract) that the estimate cost is FINAL unless I add items to be shipped on pick-up day. On pick-up day, I had no choice but to pay the extra money because movers were already wrapping up the furniture as I negotiated with the company. I also had a tight moving time-frame.
Business Response
Date: 04/21/2025
************************************************** 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 feel free to contact our *************************** at ************ or ************************************* with any further questions.

Thank you,

Customer Answer
Date: 05/02/2025

Complaint: 23224779

I will need to see what the claims department say, unless the company is willing to refund the extra charged at pick-up and pay for the damage done to furniture immediately.

Sincerely,

*** *** *****
Business Response
Date: 05/06/2025
We understand. We are confident that the ************** will assist the customer with their claim based on the customer's selected coverage for their move. Should the customer have any issue with the ************** throughout the process, they may reach our *************************** at ************ or ************************************** and we would be happy to assist however we can.
Customer Answer
Date: 06/10/2025
The settlement amount offered ($127) is completely unsatisfactory. It only accounts for the cost of replacing the entertainment system that was destroyed by the movers. It does not cover the cost for repairing damaged flooring at my new apartment. More importantly, it does not cover the $517 that was overcharged by this company.
Business Response
Date: 06/12/2025
Please note that the offer that the customer is referring to has not come from us. If the customer is not satisfied with their claim settlement from the *************** they may reach our *************************** at ************ or at ************************************** and we are happy to step in and assist as we had previously offered to the customer. Thank you.
Customer Answer
Date: 06/13/2025

Complaint: 23224779

I am rejecting this response because:
At this point, the two companies are just refusing to take responsibility and blaming each other.
My original contract was with ****** Van *********************** I had no control over who they contracted to do the job, but it should be ****** Van *********************** responsibility to ensure that I was not overcharged by whichever company they chose to carry out the job.

Sincerely,

*** *** *****
Business Response
Date: 06/16/2025
Our sincerest apologies, however we do not understand the customer's response. The customer is claiming that we are refusing to take responsibility, yet the customer is filing their claim through our own account with the ************** which we activated in order to assist the customer with their claim ourselves when the customer advised that their carrier was not doing so; and as per our previous response, we have also offered to pay for the customer's claim settlement so that the customer does not have to chase their carrier for their claim payment. Despite the customer's contract stating that we are not responsible for claims, we have offered to take responsibility as a courtesy to the customer. Again, our apologies, but the customer's response does not make sense.
Customer Answer
Date: 06/16/2025

Complaint: 23224779

I am rejecting this response because:
Let's make it simple. I signed a contract with ****** Vanlines to pay $3331. At time of pickup, I was asked to pay $3858. I don't know who should pay me back the excess, but I assume it is with ***** Van ********************** since I signed contract with them.

Sincerely,

*** *** *****
Initial Complaint
Date:04/14/2025
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 am seeking a full refund of $1023.34. *********************************************** advertises as a Mover. However, they are a broker who out source to a moving company who actually outsource to movers. This was not disclosed by ****, the senior sales representative at ***********************************************. I find this intentional omission to be underhanded and deceitful. Only after selecting several hyperlinks did I discern that *********************************************** was a broker. Once **** had secured the sale, he did not return my call. I had to call him again. When I asked if *********************************************** was a broker he became defensive. I was referred to ****** at **, I told him I wanted to cancel. He referred me to *****. Then I was referred to Lily. They don't want to refund my money - they want to keep 10% for future moves when I told them that based on the intentional deceit I will never use their company. They are in essence, stealing my money since I will never use them. The face of the contract does not state that Adams is a broker. There was no mention of being outsourced to a moving company who outsource to a variety of movers, who were never identified. I feel this is intentional deceit and I want a full refund of $1023.34.
Business Response
Date: 04/15/2025
************************************************** 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.
************************************************** is a booking agent who works for customers in securing them a carrier for their move and reserves truck space with the carrier on the customer's behalf for the customer's shipment. Unfortunately, the customer has left out the very first page of their Booking Agreement in their attachment. Attached for your reference is the first page of the customer's Booking Agreement, as indicated on the bottom right corner of the page, which both explained that space would be reserved with a carrier arranged by *********************************************** and stated the Cancellation Policy. This information was also explained verbally at the time of and prior to signing. As shown at the bottom of the page, the customer acknowledged and signed this first, which was required to be read and accepted before being able to proceed. This information was not hidden in fine print, and no hyperlink was needed. Furthermore, the same information can be found on almost every additional page of the customer's Booking Agreement.
Secondly, we would like to point out that *********************************************** reserves ONE carrier, not multiple carriers. We unfortunately do not know where the customer is coming up with this information, claiming that a carrier outsources to another carrier and so on. *********************************************** reserves ONE carrier for each move, and that ONE carrier is responsible for the entire move from pickup to delivery. There is only one moving contract signed, and it is only signed with ONE carrier.
The customer's reservation has already been cancelled for them as requested, and their refund has already been processed minus their 10% Cancellation Fee as per the customer's Booking Agreement and the Cancellation Policy. Please feel free to contact us at ************ or ************************************* with any other questions.
Thank you,
**************************************************
Customer Answer
Date: 04/19/2025

Complaint: 23188845

I am rejecting this response ****************************************************************** did not ever state they were a broker. I found this out ONLY after clicking on the several hyperlinks in their document. On the first page of their attachment which could only be opened by clicking on a link in an email, their document states ******************************* is a mover. It does not state that ******************************* is a broker. This is deceptive - whether deceptive intentionally or not, the BBB can weigh in on that. I did not know they were a broker who outsourced to different carriers for my move. NEVER was it mentioned from the sales representative, **** ****, that Adams Val ********************** was a broker. After going through all the hyperlinks within their document, then I ascertained that Adams Van ********************** was a broker. I called **** and left a voice message. He did not call me back. I called him back again, and asked him if Adams Van ********************** was a broker and he became defensive. He finally acknowledged that Adams Van ********************** was a broker. If I had known that Adams Van ********************** was a broker, I would not have used them. I want my entire amount of $1023.34 returned to me.
From the mouth of the ** staff at ****************************** I was told that multiple carriers would be used to move my small amount of belongings that would not fill a semi truck. They were going to use a smaller truck to pick up my belongings, unload them from the smaller truck into a holding area, then at some point, loaded into the semi truck. I was told these would be different people doing the loading, unloading, reloading and driving. This information came from the ** department that I was referred to who I expected represented *******************************.
I want my full amount back. As it is very clear that I will not EVER be using Adams Van **********************, they cannot hold my money for a future move which will NEVER occur. This is theft from Adams Val **********************, in my opinion. I would also ask an additional 10% over my cost for all the deception, agony, frustration, time and emotional anguish this has caused me.
Did you notice how the response from ******************************* is signed with "Adams Van **********************"? The responder did not include his/her name. This is how it was trying to get information from this company - shuffled from one person to another, no one taking accountability, each person stating someone else would get back to me. I had to make several calls to Adams Van **********************, leave multiple messages before I could finally get a hold of someone.
I have attached the email from **** on 4/2/25. You have to click on the hyperlink "*******" to open the next page which I have added. It states Adams Van ********************** is a mover. No where does it state that Adams Van ********************** is a broker. Adams Van ********************** should have been forthright in disclosure and not deceptive. I would like a full refund of $1023.34 and would appreciate as additional 10% for all the trouble they have put me through.
Sincerely,

***** *******
Business Response
Date: 04/21/2025
Once again, we have already provided evidence in our initial response of the FIRST page of the customer's agreement, explaning the service to the customer as well as the Cancellation Policy. Furthermore, the "**" company that the customer is referencing is a separate company, not ************************************************ Neither "******" nor "*****" are employees of ************************************************ Lastly, as also explained in the customer's agreement, as well as on the first page previously attached by us, Cancellation Fees are in place to compensate carriers for their losses due to customer cancellations. The customer has already been refunded the full amount that was due as per their agreement. No further credit is due. Thank you.
Customer Answer
Date: 04/27/2025
I sent this on 4/19/25 and have not received a response from BBB
Complaint: 23188845
I am rejecting this response *********************************************************** did not ever state they were a broker. I found this out ONLY after clicking on the severalhyperlinks in their document. On the first page of their attachment which could only be opened by clicking on alink in an email, their document states ******************************* is a mover. It does not state that ******************************* is abroker. This is deceptive - whether deceptive intentionally or not, the BBB can weigh in on that. I did not knowthey were a broker who outsourced to different carriers for my move. NEVER was it mentioned from the salesrepresentative, **** ****, that Adams Val ********************** was a broker. After going through all the hyperlinks within theirdocument, then I ascertained that Adams Van ********************** was a broker. I called **** and left a voice message. He didnot call me back. I called him back again, and asked him if Adams Van ********************** was a broker and he becamedefensive. He finally acknowledged that Adams Van ********************** was a broker. If I had known that Adams Van **********************was a broker, I would not have used them. I want my entire amount of $1023.34 returned to me.
From the mouth of the ** staff at ****************************** I was told that multiple carriers would be used to move mysmall amount of belongings that would not fill a semi truck. They were going to use a smaller truck to pick upmy belongings, unload them from the smaller truck into a holding area, then at some point, loaded into thesemi truck. I was told these would be different people doing the loading, unloading, reloading and driving. Thisinformation came from the ** department that I was referred to who I expected represented *******************************.
I want my full amount back. As it is very clear that I will not EVER be using Adams Van **********************, they cannot holdmy money for a future move which will NEVER occur. This is theft from Adams Val **********************, in my opinion. I wouldalso ask an additional 10% over my cost for all the deception, agony, frustration, time and emotional anguishthis has caused me.
Did you notice how the response from ******************************* is signed with "Adams Van **********************"? The responder did notinclude his/her name. This is how it was trying to get information from this company - shuffled from one personto another, no one taking accountability, each person stating someone else would get back to me. I had to makeseveral calls to Adams Van **********************, leave multiple messages before I could finally get a hold of someone.
I have attached the email from **** on 4/2/25. You have to click on the hyperlink "*******" to open the nextpage which I have added. It states Adams Van ********************** is a mover. No where does it state that Adams Van ********************** isa broker. Adams Van ********************** should have been forthright in disclosure and not deceptive. I would like a full refundof $1023.34 and would appreciate as additional 10% for all the trouble they have put me through.
Sincerely,
***** *******
Customer Answer
Date: 04/28/2025

Complaint: 23188845

Complaint: 23188845
I am rejecting this response *********************************************************** did not ever state they were a broker. I found this out ONLY after clicking on the severalhyperlinks in their document. On the first page of their attachment which could only be opened by clicking on alink in an email, their document states ******************************* is a mover. It does not state that ******************************* is abroker. This is deceptive - whether deceptive intentionally or not, the BBB can weigh in on that. I did not knowthey were a broker who outsourced to different carriers for my move. NEVER was it mentioned from the salesrepresentative, **** ****, that Adams Val ********************** was a broker. After going through all the hyperlinks within theirdocument, then I ascertained that Adams Van ********************** was a broker. I called **** and left a voice message. He didnot call me back. I called him back again, and asked him if Adams Van ********************** was a broker and he becamedefensive. He finally acknowledged that Adams Van ********************** was a broker. If I had known that Adams Van **********************was a broker, I would not have used them. I want my entire amount of $1023.34 returned to me.
From the mouth of the ** staff at ****************************** I was told that multiple carriers would be used to move mysmall amount of belongings that would not fill a semi truck. They were going to use a smaller truck to pick upmy belongings, unload them from the smaller truck into a holding area, then at some point, loaded into thesemi truck. I was told these would be different people doing the loading, unloading, reloading and driving. Thisinformation came from the ** department that I was referred to who I expected represented *******************************.
I want my full amount back. As it is very clear that I will not EVER be using Adams Van **********************, they cannot holdmy money for a future move which will NEVER occur. This is theft from Adams Val **********************, in my opinion. I wouldalso ask an additional 10% over my cost for all the deception, agony, frustration, time and emotional anguishthis has caused me.
Did you notice how the response from ******************************* is signed with "Adams Van **********************"? The responder did notinclude his/her name. This is how it was trying to get information from this company - shuffled from one personto another, no one taking accountability, each person stating someone else would get back to me. I had to makeseveral calls to Adams Van **********************, leave multiple messages before I could finally get a hold of someone.
I have attached the email from **** on 4/2/25. You have to click on the hyperlink "*******" to open the nextpage which I have added. It states Adams Van ********************** is a mover. No where does it state that Adams Van ********************** isa broker. Adams Van ********************** should have been forthright in disclosure and not deceptive. I would like a full refundof $1023.34 and would appreciate as additional 10% for all the trouble they have put me through.
Sincerely,
***** *******

Sincerely,

***** *******
Initial Complaint
Date:04/02/2025
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.
Moving company lied about everything that they promised and I am missing a number boxes and expensive items. Ive called they have blocked my calls, no response to emails or text. All boxes were numbered and with my name and new address. They have hidden charges not said up front. They will give me a claims form.
Business Response
Date: 04/03/2025
************************************************** 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.

Unfortunately, it seems that the customer has submitted this complaint against the incorrect company. Upon reading the customer's complaint, the statements do not seem to apply to ************************************************ *********************************************** was not the customer's moving company. *********************************************** was the customer`s booking agent. The customer`s moving company was ***************, whom the customer`s moving contract was with. Neither has *********************************************** ever blocked the customer's number, and neither has our *************************** ever received a call or text from this customer advising us of this issue. On the contrary, our *************************** is who has been trying to reach the customer upon following up with ******** and learning that the customer experienced an issue in their move, in order to offer the customer our own assistance with this issue if ******** was not already assisting them with this. Included is a copy of the last correspondence that we sent the customer on 3/31/25 offering our assistance, and the only email that our *************************** has ever received from this customer is the reply that you see on the attachment, thanking us for our assistance but mentioning nothing else.

Our offer to assist the customer with this ourselves remains open for the customer, should they wish to get back to us on this. They may contact our *************************** at ************ or at ************************************** Likewise, please feel free to contact us as well with any further questions.
Thank you,
**************************************************
Initial Complaint
Date:02/27/2025
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.
Planning my move from ******** ** to Phila PA. They picked up stuff on Oct 16, 2024 and delivered after Nov. 18, 2024. I first talked to ******* ******-******, email is ***************************************** which was the Senior Relocation Specialist for ************************************************** had everything packed and ready to go.******* Sent me a quote on how much it would cost for the move so I agreed to it. He sent a quote in an email through a link. The link and the quote disappear a week after it was sent but I screenshot it before it disappears. We got an email from ***************************** from an email ***************************************** about a quality assurance checklist.Estimate deliveryfor ********* miles it will take them 3-21 business days. It took them 3 months to deliver my stuff. They movers showed up in the late evening. They didnt have any tools or supplies so they had to use our tools to do it then go out and get more supplies.We was appointed to ****** *******, the move coordinator and his email was ******************************************** i contact them about the shipment, all we got was attitude. Then we called again and it was more attitude but this time they cant contact the driver. Then we emailed him and that when he said the movers are in ********** which is over 2 months after the move in date and stated that it will be delivered on the weekend.This felt like a scam. You talk to the them and they collect their fees. Then when the mover get to you to pick up your stuff, you sign their contract. If you dont like the price of the movers, you cant really do anything because your things are set to move and the brokers already took their fee so you really feel like you have no choice but to sign. They charged another 400 for a shuttle because a 18wheeler couldnt fit. At the end of everything, we submitted a claim and them and was willing to compensate us because of what happened. I took that as a hush hush money. It even stated if we took compensation, we cant complain, post, or legal actions.
Business Response
Date: 02/28/2025
************************************************** 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 *********************************************** was the customer`s booking agent. The customer`s moving company was ********************, whom the customer`s moving contract was with. Nonetheless, we are always here to assist customers as well as to mediate whenever needed.
Unfortunately, this complaint is not reflective of our services. Neither ****** nor ****** are employees of ***********************************************. Neither has *********************************************** at any point charged the customer for a shuttle as claimed. Furthermore, as per the customer's contract with ********************, ********* is responsible for claims including delays. Nonetheless, *********************************************** has offered the customer a courtesy compensation for their carrier's delay from us, as a show of good faith from our part. Our courtesy compensation offer remains open for the customer, should they wish to accept. Please feel free to contact our **************** at ************** or at ************************************* with any further questions.

Thank you,

***********************************************
Initial Complaint
Date:02/09/2025
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.
Almost the same issues as a previous complaint 12/24 on your website. I believe this to be a company practicing Fraud, extortion, and misleading information Contracted the company to move hoods from Longs, ** to *********, ** 12/25. Pick up driver arrived after 6pm, was under influence, making delusional and racist statements. Refused to load without giving him 1500 in CASH. we had been informed that Credit Card was acceptable. Spent 1 hour sorting this out. He was unable to finish loading because the facility closed at 9. He did not leave an inventory. On delivery driver said he could not bring Semi into area. False. We had ensured there was a place for the truck. Demanded 500 for another truck, did not provide a receipt. Literally, dumped goods at loading dock and left two young men ti complete the job. Again, no inventory. I filed a claim for over *******. Was offered *****. The items, i believe were stolen. They were high dollar items. I also had damages. Boxes were destroyed. Money was extorted. I believe workers were undocumented. Again the complaint on your site on 12/24 is almost identical. Evidently, this is how they operate. *********************************************** Company refuses responsibility stating they were only a Booking Agent and the contract was with *********. I was NEVER informed of that. I was under the assumption that they were contracted for the entire move. I have documentation of messages and emails but will not submit now as it is in the wrong format. THIS COMPANY should be investigated. I request 2000.
Business Response
Date: 02/15/2025
************************************************** 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 ******************************************************************* 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 customers and mediate between them and their carrier whenever needed.
The customer's statement that *********************************************** "refuses responsibility" is false. Despite the customer's contract and Booking Agreement both stating that the customer must file their claim through ***************, *********************************************** has offered the customer to be able to file their claim through our own account with the *************** as well as offered to pay for the customer's claim settlement, as a courtesy to the customer. Our offer remains open for the customer, should they wish to accept. Please do not hesitate to contact our *************************** at ************ or ************************************* with any other questions.

Thank you,

***********************************************
Customer Answer
Date: 02/18/2025

Complaint: 22918579

I am rejecting this response because:
i was always led to believe *********************************************** was the company I hired. This is in my complaint. I filed a claim. The third party offer DID NOT address my concerns of miscommunication, lack of logistics support, mistreatment of major items leaving them visible for theft, fraud and theft. They offered me $75.00. REALLY.
I request $2000.00 for loss and damage of major items, irreplaceable regional artwork and artifacts, heirlooms, additional costs incurred including ongoing cost to store items not loaded due to mismanagement of time, surprise charges for a truck not needed, extra charges for being forced to use payment methods not cited upfront, and emotional stress caused by the theft of a drone (registered with the ***). during a suspicious time for drones.
Then, there is the business model with no transparency that ******** responsibility over undisclosed third parties making assignment of liability difficult.
In anticipation of this response I have lodged a complaint with the Florida Attorney General where there are similar cases that have been adjudicated. There is also one earlier complaint on the BBB that is almost identical to mine.
We are seniors, we are veterans and we have moved seven times. We are not stupid. This is a major scam.

Sincerely,

******* *********
Business Response
Date: 02/24/2025
Good afternoon, again, the customer was advised in the very beginning prior to booking their reservation, that *********************************************** was a booking agent and would do their best to secure a carrier for the customer's shipment. This was explained both verbally and on the very first page of the customer's Booking Agreement, in large, bold letters, which the customer acknowleged and signed at the bottom of this first page, confirming that this was understood. This is on the very first page and in bold so as to ensure that cutomers have read and understood this, and are unable to proceed until this has been acknowledged and accepted. It is not in any way hidden or in any sort of fine print. Secondly, the ************** has confirmed that the customer's complaints in their entirety were addressed and processed in the customer's claim, and that the customer's claim was processed based on the customer's Standard Liability Coverage selected by the customer for their move. Upon investigation, we do not show that the customer purchased any additional coverage from their moving company or any insurance for their move (the customer may of course advise if they did, as perhaps the ************** does not have this information if the customer did so), therefore this would be the reason for the customer's claim not coming to the $2,000 amount requested by the customer. We do have a good faith account set aside which may be used to match a customer's claim amount from our good faith account as a courtesy, and we would be happy to submit this request for the customer as an additional courtesy from our part, in order to have the customer's claim settlement doubled for them. If the customer would not like this request submitted for them and is still not happy with their claim settlement, the next step would be for the customer to seek arbitration with ***************, as outlined in the customer's Booking Agreement. We are likewise happy to assist the customer with any information they may need if they would like to seek arbitration with their moving company, as well as any other way in which we are able to assist them.
Customer Answer
Date: 02/24/2025

Complaint: 22918579

I am rejecting this response because:
i was not fully informed of the process. Some of the documents sent were after the fact and demanded a signature or the move would be disrupted i do not remember the document cited here. Regardless the moving company was their sub and they are responsible
Adams was responsible for the transport of my goods from *****, ** . I paid . My goods were disrespected, I was placed into threatening situations, and additional money was extorted. My goods were stolen, and left behind with no logistical support for when this happened. How else can they account for NOT recovering ONE reported item. i was never provided with a complete inventory.
This is NOT a claim. This is a complaint and a grievance and reporting a shady business preying on folks. i told them this all along. They employ bait and switch and scam tactics I will pursue this wherever i can: FLA ************************************ and any other place i can including a lawsuit if needed There are other complaints very similar out there
This is a scam, a cover for stealing items and they should be barred from business.

Sincerely,

******* *********
Initial Complaint
Date:02/01/2025
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.
When I spoke with **** ******** the first time in Dec, 2024, I told him I wanted to have my HHG delivered on 1/10/25 and me and my family will leave ** just in time to be around when my HHG arrives. He promised my the date and did not mention any window or delays. Everyday **** called me till I was asked to sign a contract and payment in full was made.On January 5, 2025 CITA VANLINES packers came at 5pm. The packers left behind many items. unpacked and scattered on the floor.On 1/7/25, I called ***** **** and told her that many items was left behind. She told me that I have to pay an extra $3000 for the rest for the goods to be picked up which I ****** HHG did not arrive 1/10/25.I communicated with **** and ***** **** in multiple ways but no response. Saturday 1/11/25 came but the office is closed.Despite of many attempts to communicate from anybody in Adams Vanlines who had previously communicated with me nobody responded to give me any updates.I called the office but did not get any calls or any updates from anybody in Adams Vanlines despite my multiple desperate ways of communicating with ******* 12:25pm on 1/12/25 I called ***** for any updates but no definite answers given.**** and ***** never responded and never had given me true updates regarding my HHG.I had texted multiple times saying that my mother is sick and that she needed her bed. We are all sleeping on an air mattress that we purchased and eating and sitting on the floor inspite my mother's condition of being diabetic and has problems with her sciatica.****** ****** told me that my HHG has a window of 2-14 days from the day of pick up. This information was not divulged to me prior to me signing a contract with ****. I was misled into signing and was promised a date of *********** HHG was delivered on 1/16/25 with multiple items damaged. As of today 2/1/25, I have not received my 2nd HHG, the items that was left which was supposed to be in the 1st shipment.
Business Response
Date: 02/07/2025
************************************************** 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.

Thank you,

Customer Answer
Date: 02/18/2025
I appreciate the company for doing their investigation regarding the matter but I am not in agreement when they said that the 2 names I had mentioned does not work for them. I have attached the emails sent to me when I was communicating with the 2 personnel that shows their emails proving that they work for the company. **** ******** is the Senior Relocation Specialist of ************************************************ In the email it shows his contact information and email for the company, same thing with ***** **** who I spoke with last before the second shipment. I just wanted to prove here that I am not making these names up.**** and I had discussed about my items to be packed and loaded by them. He even told me, "...All you have to do is wait at the door."
When I spoke with **** ** did not tell me upfront that he was the broker only. I had moved many times since I was in the military, and last was February of 2022 after I got out of service. I would always speak with a moving company and did not experience a middleman doing my move. I did not have any clue that moving services have brokers too. **** did not fully inform me of his role in this, except him telling me, "he is the manager". He did not even mention a ******************************* in the move. After **** was fully paid by my HR department (the money was my relocation bonus, which I have to pay if I leave my company less than 2 years), he did not communicate again. On 1/3/25 I received a call from ****** telling me that I will have an inventory checklist or QA, and was told thereafter that ******************************* will pickup my items which are on the inventory or checklist. I received a call from the driver of ******************************* named Max telling me that he was the one who will be packing and loading my Household Goods. It was ******************************* driver Max and another helper who had packed my items. Prior to this Max and the in house carrier manager of Adams was talking on the phone.
On 2/15/25, the first shipment was delivered and marked by ****** ****** (my new contact) of *********************************************** dispatch department. I have been texting and calling ****** and fortunately this personnel had been answering my questions, although at times giving me indefinite answers. I had expressed my appreciation to this person since the day I spoke with him. But If I dont follow up, the company will not call or even give me necessary updates.
After 24 business days, 32 days including weekends and a holiday, the remaining items arrived. On 1/13/25 these items when picked up by DSY Moving (DOT *******, MC *******, supervisor # ************) were not inventoried, no labels or numbers placed on every items. And no necessary paperwork was given to my designated representative in **. They only took pictures of my packed items. this mover was hired by ****** ******** company which is ************************************************ I have been communicating with ****** about the whereabouts of my items for it was more than 21 days and I have not received the remaining items. I was given a name and a phone number of the driver *****, but when called and texted no response given. On the 20th itself a person named **** texted me telling me that they were delivering my items. At around 5:30 pm the Penske Truck came with a helper and the driver. The helper stated, "we were not paid for this...we are only going to drop the items...", he also added, "I don't work for the company...", he also told me, "I am the helper..." when I asked him who he was. And he further told me that the other person was the driver. When they unloaded my items, they did not assemble my patio furniture which was disassembled by DSY movers. I noticed that parts were missing and some boxes torn and partly opened. When I opened all boxes, there are many stuff missing most importantly my military documents including my DD214, my certificate from the **** signed by the US President, my ***, my mother's naturalization paper along with her other protective personal information which is inside the red file folder. In addition, a brown leather briefcase was missing where I had also placed my personal identifiable informations in it. Inside the briefcase I had placed multiple expensive brand new perfumes for the items not be broken during transit. All of which still in their original boxes. My brand new 300$ grill was not delivered, and 3 large totes and few boxes as part of the missing items.
With the missing items I have communicated right away with ****** ******. The DSY mover supervisor who has not responded to my calls and texts previously while I was asking for updates, suddenly had called me on 2/17/25 and was rude on the phone asking me how did I pack my box, and what box is missing. He did not even introduce his name when he called. When the person texted me I responded regarding the missing items not delivered. Talking to him had triggered my anxiety which I had made ****** aware and told him I don't want to talk to the person again. ****** had given me a number of after delivery management for this matter is already off his hands. ****** told me that this after delivery office will be open this Friday, 2/21/25. Up to this moment 2/18/25, I have not heard any updates regarding my missing items.

Customer Answer
Date: 02/18/2025
I would want *********************************************** to settle the missing remaining items which include my military legal documents and my mother's naturalization paper including her personal identifiable documents. These amongst other missing items. As soon as they acknowledge this, then I will accept their response. Somebody in the company has to be held accountable. Filing a claim itself does not mean anything until they have given me a definite response or assurance that they will be liable and reimburse me necessarily. Those personal legal documents if not found have to be reported by me to the local authority for they can be used for Fraud.
I will be waiting for their appropriate response regarding this matter.
Thank you.
Customer Answer
Date: 02/19/2025

Complaint: 22888468

I am rejecting this response because:
I appreciate the company for doing their investigation regarding the matter but I am not in agreement when they said that the 2 names I had mentioned does not work for them. I have attached the emails sent to me when I was communicating with the 2 personnel that shows their emails proving that they work for the company. **** ******** is the Senior Relocation Specialist of ************************************************ In the email it shows his contact information and email for the company, same thing with ***** **** who I spoke with last before the second shipment. I just wanted to prove here that I am not making these names up.**** and I had discussed about my items to be packed and loaded by them. He even told me, "...All you have to do is wait at the door."
When I spoke with **** ** did not tell me upfront that he was the broker only. I had moved many times since I was in the military, and last was February of 2022 after I got out of service. I would always speak with a moving company and did not experience a middleman doing my move. I did not have any clue that moving services have brokers too. **** did not fully inform me of his role in this, except him telling me, "he is the manager". He did not even mention a ******************************* in the move. After **** was fully paid by my HR department (the money was my relocation bonus, which I have to pay if I leave my company less than 2 years), he did not communicate again. On 1/3/25 I received a call from ****** telling me that I will have an inventory checklist or QA, and was told thereafter that ******************************* will pickup my items which are on the inventory or checklist. I received a call from the driver of ******************************* named Max telling me that he was the one who will be packing and loading my Household Goods. It was ******************************* driver Max and another helper who had packed my items. Prior to this Max and the in house carrier manager of Adams was talking on the phone.
On 2/15/25, the first shipment was delivered and marked by ****** ****** (my new contact) of *********************************************** dispatch department. I have been texting and calling ****** and fortunately this personnel had been answering my questions, although at times giving me indefinite answers. I had expressed my appreciation to this person since the day I spoke with him. But If I dont follow up, the company will not call or even give me necessary updates.

After 24 business days, 32 days including weekends and a holiday, the remaining items arrived. On 1/13/25 these items when picked up by DSY Moving (DOT *******, MC *******, supervisor # ************
) were not inventoried, no labels or numbers placed on every items. And no necessary paperwork was given to my designated representative in **. They only took pictures of my packed items. this mover was hired by ****** ******** company which is ************************************************ I have been communicating with ****** about the whereabouts of my items for it was more than 21 days and I have not received the remaining items. I was given a name and a phone number of the driver *****, but when called and texted no response given. On the 20th itself a person named **** texted me telling me that they were delivering my items. At around 5:30 pm the Penske Truck came with a helper and the driver. The helper stated, "we were not paid for this...we are only going to drop the items...", he also added, "I don't work for the company...", he also told me, "I am the helper..." when I asked him who he was. And he further told me that the other person was the driver. When they unloaded my items, they did not assemble my patio furniture which was disassembled by DSY movers. I noticed that parts were missing and some boxes torn and partly opened. When I opened all boxes, there are many stuff missing most importantly my military documents including my DD214, my certificate from the **** signed by the US President, my ***, my mother's naturalization paper along with her other protective personal information which is inside the red file folder. In addition, a brown leather briefcase was missing where I had also placed my personal identifiable informations in it. Inside the briefcase I had placed multiple expensive brand new perfumes for the items not be broken during transit. All of which still in their original boxes. My brand new 300$ grill was not delivered, and 3 large totes and few boxes as part of the missing items.

With the missing items I have communicated right away with ****** ******. The DSY mover supervisor who has not responded to my calls and texts previously while I was asking for updates, suddenly had called me on 2/17/25 and was rude on the phone asking me how did I pack my box, and what box is missing. He did not even introduce his name when he called. When the person texted me I responded regarding the missing items not delivered. Talking to him had triggered my anxiety which I had made ****** aware and told him I don't want to talk to the person again. ****** had given me a number of after delivery management for this matter is already off his hands. ****** told me that this after delivery office will be open this Friday, 2/21/25. Up to this moment 2/18/25, I have not heard any updates regarding my missing items.

Sincerely,

****** ******
Business Response
Date: 02/24/2025
We are again very sorry to hear that the customer is still missing items from their carrier. The customer's initial Booking Agreement did advise for items such as these sensitive documents to not be transported on the truck and to be kept with the customer at all times. Although our ******************* has been following up with the customer's carrier regarding the missing items, to date, the customer's carrier has unfortunately not been able to confirm that anything has been located. Therefore, although our ******************* will continue in their attempts, we do advise the customer to both (1) report the missing documents to the proper agencies and (2) make sure these items have been added to their claim.
Customer Answer
Date: 02/24/2025
In the initial booking, I was not advised about not including important documents not to be transported. **** ******** did not explain about this particular agreement before signing. As I was checking on the agreement sent to me, there is no such statement denoting that I am not allowed or been advised not to transport such important documents. As a customer who paid a Full amount to the Company, I had entrusted them my Household Goods. Upon pickup, NO stickers with numbers or in other words NO inventories were done. And no paperworks given to my designated representative confirming that they had picked up my items. What the assigned carrier had done was take pictures instead.
I will definitely communicate this issue to the proper authority for some of the documents were personal identifiable documents which are legal and can be used for fraud.
As of this date, I am constantly communicating with customer service via email. *********** has sent me a link to file a claim and not guiding me on how to go about missing items. No customer representative had called me to follow up, but rather I was the one who keep on calling but to no avail. **************** and I had been emailing back and forth but my case is still in limbo. There is no clear assurance that my case will be properly channeled and resolved. So far I was not able to talk to a person regarding this matter.
Customer Answer
Date: 02/25/2025

Complaint: 22888468

I am rejecting this response because:
In the initial booking, I was not advised about not including important documents not to be transported. **** ******** did not explain about this particular agreement before signing. As I was checking on the agreement sent to me, there is no such statement denoting that I am not allowed or been advised not to transport such important documents. As a customer who paid a Full amount to the Company, I had entrusted them my Household Goods. Upon pickup, NO stickers with numbers or in other words NO inventories were done. And no paperworks given to my designated representative confirming that they had picked up my items. What the assigned carrier had done was take pictures instead.
I will definitely communicate this issue to the proper authority for some of the documents were personal identifiable documents which are legal and can be used for fraud.
As of this date, I am constantly communicating with customer service via email. *********** has sent me a link to file a claim and not guiding me on how to go about missing items. No customer representative had called me to follow up, but rather I was the one who keep on calling but to no avail. **************** and I had been emailing back and forth but my case is still in limbo. There is no clear assurance that my case will be properly channeled and resolved. So far I was not able to talk to a person regarding this matter.

Sincerely,

****** ******
Customer Answer
Date: 02/25/2025
I understand for BBB to close this case, but would like to reopen it for the case remains unresolved. I am not satisfied with their response for one reason. They are denying the facts that I am presenting in this case. I sense no accountability in their response. But rather I see that the "blame" is being displaced towards the consumer.
Initial Complaint
Date:12/14/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The initial contract amount was 3200 $- and ended up 4380 $ with additional charges.Two large TVs broke- the value of about 1000, they offered 141 $Many glass items broke- no compensation.They changed trucks and charged me an additional 500 $Charges an additional 275 $ for stairs in the house claiming the contract gives 7 stairs.They did not provide assembling and/or disassembling as in the contract.
Business Response
Date: 12/19/2024
************************************************** 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 *********************************************** was the customer`s booking agent. The customer`s moving company whom is being referred to in this complaint 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.
Upon investigation with the customer's moving company, both we and they have confirmed that (1) the customer's agreement explained that a shuttle fee would apply if there were to be no access for a semi at the customer's delivery location, which the customer acknowledged and signed that they understood this. Additionally, the customer's shuttle fee was discounted $200 for them as a courtesy. And (2) the customer's agreement also explained that regarding stair fees, the first flight (defined as up to 7 steps per interstate moving regulations) was complimentary, and each additional flight (defined as up to 7 steps per interstate moving regulations) would be $75, paid directly to the moving company for their additional labor, which again the customer acknowledged and signed that they understood this. Please also note that a flight of stairs being defined as up to 7 steps is not a definition made up by us or by the customer's moving company, it is the standard definition in interstate moving. Lastly, *********************************************** was very sorry to hear that the customer experienced damage in their move with *************, and despite claims having to be filed through ************* as per the customer's agreement, *********************************************** upon being advised by the customer that they had not been asissted with their claim yet, offered to assist the customer with their claim ourselves and approved for the customer to be able to file it through our own account with the *************** as a courtesy exception and show of good faith from our part. The customer has confirmed that they did not purchase insurance for their move, therefore the amount that the customer is stating their claim came to is what their claim comes to based on their default Standard Liability Coverage included with every interstate move. Furthermore, *********************************************** has offered to add an additional courtesy compensation to the customer's claim amount in order to help make the amount higher for them, as yet another additional courtesy. Our offer to assist the customer with this remains open for them on our side, should they wish to get back to us. Please feel free to contact our *************************** at ************ or at ************************************* with any other questions.

Thank you,

***********************************************
Customer Answer
Date: 12/19/2024

Complaint: 22687811

I am rejecting this response because:
1. I asked the broker specifically, if there are other hidden fees I should expect: the agent said they are not like other companies and they are doing it for ****************************************************************************************************************************************************** the response. Especially that this was my concern- I specifically wanted to know that there are no other expected fees- he also said the service includes disassembling and assembling at drop off which was not done.
2. The address was provided in advance and they could check if there is access to semi-truck, instead they just called me and said I have to pay OR it will be going to storage which I will have to pay.
3. They never said they are only the Brokers and that a third party is doing the moving, another fact that should have been disclosed.
I am asking for a refund of the 500 plus any cover for the damage (they mention 142 $ payment for a damage of over 1000 dollars)
4. The issue with the stairs was not mentioned and they did not clarify it- it is imperative to clarify additional fees that might occur in advance and not just have the client sign a long document that covers them for these and allows them to increase my payment through out the process.
This was a very bad experience with a rude representative threatening to make things worse if I do not pay: AND they treated all items recklessly.

Sincerely,

******* ****
Business Response
Date: 12/30/2024
Again, these were not hidden fees. Secondly, the verification performed by the customer's carrier of whether or not a shuttle will be needed is normally conducted either the day prior to delivery or the day of delivery, as the intent is always made in an attempt to avoid a customer having to pay a shuttle fee if not absolutely necessary. Lastly, the very first page of the customer's Booking Agreement explained that *********************************************** was a booking agent and would do our best to find a carrier for the customer's move, in large, bold lettering, aside from having been verbally explained. Once again, our offer to assist the customer with their claim payment as well as our additional courtesy compensation remains open for the customer on our side, should they wish to get back to our *************************** at ************ or ************************************** Thank you.
Customer Answer
Date: 12/31/2024

Complaint: 22687811

I am rejecting this response because:
Adam's Van Lines Broker, never explained that they are brokers only, the representative assured me they are doing it for twenty years and they take care of the move from beginning to end including assemble and disassemble- THEY NEVER SAID I HAVE A CONTRACT WITH THE MOVERS SEPARATELY. This is misleading information since had I known it I would not work with them. I wanted a company that is responsible for the whole process which the representatives (****) promised they do and that I will be in good hands.
Again- apologizing for my bad experience with the movers ************************************************* assigned to me is not solving the issue.
Saying that it is in the contract does not solve it either, as they directed me to scroll it down over the phone after giving me wrong and misleading information- this is totally illegal. I do not want their 145 dollars they offered. I want a refund of the 500 dollars the movers made me pay and the compensation for two large TVs at least.
If they refuse to pay my loss there is no need to proceed- My purpose is for the BBB to know and have them on the list as non trustworthy business.
In case there is no solution i save my right to add my review where people can learn and at least try to prevent someone else from having a similar experience (part of the poor compensation agreement 0f 144 dollars they emailed me included removing the reviews) .
To clarify, I signed the online long contract after I received verbal information that was clearly not honest and deceiving. Saying it is two different companies (the broker and the movers) is totally not responsible and both are avoiding the compensation and refund.
I have learned that this is the way they increase payments- the stairs (7 free) was never mentioned and it was one of the questions as I mentioned there are stairs in the house.
I appreciate the BBB support and wish people would not experience what I did.
Please let me know if they refuse to compensate my loss- I do not wish to go back and forth with the same repeating response they provided.
Thank you.

Sincerely,

******* ****
Business Response
Date: 01/02/2025
Once again we truly apologize for any confusion, however again we are confirming that this information is incorrect and that the customer was explained that *********************************************** is a booking agent, both verbally and in large, bold lettering on the first page of the customer's Booking Agreement. Please also note that the very first place only states this information and the Cancellation Policy, and this first page must be acknowledged and signed before proceeding. There is no scrolling down yet at this point, as this very first page must be read and acknowledged that it has been read and understood, as well as signed at the bottom of the first page, before being able to proceed to the remaining pages. It is done this way in order to ensure that the customer fully understands this and cannot come back and state that they were not aware. Again, this was explained on the very first page and acknowledged and signed on the very first page. This was not a section to scroll through. Secondly, *********************************************** absolutely does take responsibility, as despite the customer's contract stating that claims must be filed directly through their moving company, *********************************************** immediately stepped in and offered to assist the customer with their claim through our own account as a courtesy expection and show of good faith, in order to ensure that the customer's claim would be processed and paid. Thirdly, the statement that accessorial service fees such as stairs are purposely ommitted for profit does not make sense either, as *********************************************** does not make one single cent from any accessorial service fee, including stair fees. This goes directly to the movers in full for their additional labor. Lastly, the customer's moving company was assigned by Moving Services. Once again, our offer to assist the customer with their claim, as well as with the addtional courtesy compensation from our part, remains open.
Customer Answer
Date: 01/02/2025

Complaint: 22687811

I am rejecting this response because:
Once again, *********************************************** repeat the same explanation and false statement that I was told that they are only brokers- This a total false statement- not verbally nor in writing.
Second as stated before - I was directed over the phone to scroll down and sign the documents AFTER I was assured that additional hidden fees do not exist and they do it for 20 years so I am safe with this move- which was not the case.,
Again, the whole process is misleading and deceiving- they did not arrive on the day they said and they assigned me to different mover, which I was not told they operate separately.
If *********************************************** want to compensate for the mentioned amount and damages but I do not accept the offer of 144 dollars (0.60 cents per pound damage) and the additional 500 dollars I was charged for switching trucks and reckless transfer of m belonging.

Sincerely,

******* ****
Initial Complaint
Date:11/13/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
June 24, 2024 paid to *********************************************** (DOT *******, MC ******) $4,225 as PAYMENT IN FULL for move of household items from ******* to ********. On June 25, 2024 the carrier company for *********************************************** called *** picked up my items but refused acceptance without an additional payment of $500 - declaring that my shipment was over the stated weight. I paid them cash & have the signed receipt. When I called *********************************************** to inform them, I was told this was incorrect & my money would be refunded upon delivery as I had paid in full. I was also guaranteed a 3-28 day delivery & told if beyond i would be compensated for late days upon delivery. My delivery took 32 days. I had much damage to items, much lost from my items. I was offered only $77 for my loss & damage. I refused this amount as the agreement to accept it would prohibit me filing this complaint. I haven't received any compensation for late delivery nor my $500. *********************************************** also refers to themselves as Moving Services. They are the broker. MNS, as carrier, damaged or lost much of my items. Some of which were irreplaceable family heirlooms for which I seek some additional amount of monetary compensation. Delivery arrived after 10:00 p.m. I was told if I didn't accept it then, it would be returned to a warehouse & held until another truck came this way. The drivers worked in the dark. I found several of my items lying in the street the following day. The driver had no paperwork for me to sign& when I mentioned my missing & damaged boxes he said I would have to call the office on Monday. His job was just to unload the truck. I showed him my list of numbered boxes that were missing & 1 box that was not mine. His response : my job is to unload whats on the truck.I have contacted both companies countless times, have talked to numerous people and have only been given the run around. I lost all cookware, dishes some clothing, furniture. Much heartache from lost family heirlooms.
Customer Answer
Date: 11/18/2024
Reason for refund request: i have suffered much emotional, psychological, financial anxiety & depression regarding this move & subsequent loss. The personnel involved with Adams Moving & storage were rude and off-putting to the point of lying to me. I am a senior citizen. I now must return to work in order to replace everyday necessities which they lost > dishes, cutlery, cookware, winter clothes., bathroom essentials. Damaged items i simply cannot afford to replace > box spring, marble top for dresser, curio. Family heirlooms can never be replaced & my heart is broken
Customer Answer
Date: 11/18/2024
I would appreciate a total refund of $4,700 paid. I have spent approximately $600 to replace necessities. I have approximately $1,000 in damaged items that I can't afford to replace
Family heirlooms are antique which are extremely valuable & can never be replaced .
Once given the payment for this move, the employees in every department from sales to delivery were inaccessible, rude and dishonest. The experience has been horrible & I believe it will be with me a very long time
Business Response
Date: 12/12/2024
************************************************** 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 *********************************************** was the customer`s booking agent. The company Moving Services was the dispatch and customer service company who assisted the customer throughout the move. *********************************************** and Moving Services are not the same company. Furthermore, the customer`s moving company was *************, which is 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.
************************************************** is very sorry to hear that the customer experienced a damage and / or delay in their move with ************* and has confirmed that the customer's claim for this is currently in process with MNS Transport and Moving Services. In reference to the $500 the customer is referring to, we have already explained to the customer that we are happy to process a compensation of $388.25 for the customer from our part. The remaining $111.75 was overtaken by ************* and is due back to the customer by *************. The customer's contract with ************* also reflects that MNS Transport charged an additional $111.75 that they are aware is due back to the customer. Again, we have already advised the customer that we are happy to compensate them for the difference of $388.25. The customer may get back to our *************************** at ************ or ************************************** and we are happy to have this processed for them right away.
Thank you,

***********************************************
Customer Answer
Date: 12/18/2024

Complaint: 22551748

I am rejecting this response because: i originally called *********************************************** to hire a moving company. The phone number i then called many times after & SPOKE WITH MANY representatives did answer moving services. My assumption was that moving services was a department within the company, ***********************************************. How would I know otherwise? I was told by ***** in dispatch that I would receive my $500 overpayment refund & compensation for any late delivery (which was 3 days) Upon delivery of my goods. That was August 3 - this is December- no refund. No mention of $388.25 or $111.75 has EVER been made. The fact is that ******* (aka ****) at *** said he had sent my $500 refund directly to ***** at Adams/moving services to refund me & had his receipt as proof. When I received my items with much damage & many missing boxes, I called the same number I had called from the beginning for *********************************************** (aka moving services). I was told to file a complaint. When I asked if I should file with them or MNS, I was told that it was fine TO FILE WITH EITHER ONE. They also said they wanted to help make it as easy as possible & sent a link for me to use - which I did. I was offered $77 for my lost & damaged property. This is completely unacceptable & I refused the offer. There is nothing in process. I have repeatedly called & do not receive a call back . If this company cannot reach a reasonable resolution, I will seek legal recourse.. I have asked for a full refund of the $4,700 I paid them. I am willing to negotiate but will add legal fees if we must go to court. I am still suffering financial & psychological problems because of their negligence & what appears to be fraudulent business practice. I have emails of each statement I've made. I only want restitution

Sincerely,

***** *******
Business Response
Date: 12/19/2024
Our sincerest apologies, however unfortunately we are not aware of who ******* is or who **** is, neither is ***** an employee of ************************************************ Furthermore, we have not received any payment from *************. Again, ************* is already aware of and willing to compensate the customer $111.75, and we are happy to compensate the customer the remaining $388.25 from our end as well, as we have previously offered. The customer has not called or emailed our **************************** we are unfortunately not sure where the customer is calling that they are stating that they do not receive a call back. Once again, the customer may contact our *************************** by phone or text to ************, or by email to ************************************** and we are happy to assist the customer with both the $388.25 and with contacting MNS Transport for the $111.75 from their end. Lastly, in reference to the customer's delay and damage, this is processed by the *************** which the customer was filing their claim for this with directly. *********************************************** did not process this claim. If there was a delay, this is to be included in that claim.
Thank you,
***********************************************
Business Response
Date: 01/03/2025
Please note that this complaint has already been responded to and closed. Our apologies, however we do not see the emails that the customer is stating they have attached to the complaint. The customer may also send anything they would like to submit for review to ************************************** ******************************* has already offered to assist the customer with this, however the customer has still yet to get back to our ****************************
Customer Answer
Date: 04/01/2025
Review
I have resolved this issue with *********************************************** & MNS. They refunded my overpayment of $500 & paid me $77 for my damaged property, lost property & lost family heirlooms.

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