Complaints

This profile includes complaints for Colonial Van Lines Relocation Division LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Colonial Van Lines Relocation Division LLC

  1441 SW 29TH AVE, STE 300 Pompano Beach, FL 33069

• 

  Colonial Van Lines Relocation Division LLC

  80 S 8th St Ste 900 Minneapolis, MN 55402-8773

• 

  Colonial Van Lines Relocation Division, Inc.

  101 W Ohio St Ste 2000 Indianapolis, IN 46204-4204

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:09/15/2025

  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.

  I contracted ************************************************* to move items from my storage unit in **************, **, to my new apartment in *******, **. I was assured multiple times by their representative, ******** *****, that even though the written contract listed delivery between August 30 September 8, 2024, my belongings would definitely be delivered on August 30 or August 31. He told me not to worry about the contract language, since my job was small and the truck would go directly to ******* first. Based on these repeated assurances, I paid a $1,600 deposit, booked flights, reserved my apartment elevator, and planned my move around 8/30 delivery.Before 8/26/24 Sent pictures of my items. Mr. ***** confirmed it was a small job and said delivery would be no problem on 8/308/31.8/26/24 Moving coordinator confirmed pickup for 8/29 between 15pm.8/29/24 On the morning of pickup, movers called to say they couldnt come. After I complained, they finally arrived around 4:30pm. At pickup, I learned for the first time that the truck would go to ******** to switch drivers.8/309/5/24 I flew to ******* as planned. Colonial never contacted me with a delivery date. Every day during Labor Day week, I had to call Colonial myself, only to be told we dont know. I eventually had to call the subcontracted moving company directly to get updates. Colonial never once called me with a confirmed delivery date.9/2/24 I was told Id know the delivery date that day. Instead, they pushed it off to 9/3. This pattern repeated, with no reliable information.9/5/24 After waiting almost a week in ******* with no belongings, I finally received my items. Shockingly, the day before, Colonial even called to ask me how was the move before the delivery had even happened.Complaints:Misled about delivery dates.$1,600 deposit taken under false assurances.Forced to chase updates daily.Unnecessary hotel expenses and stress.Excuses like drivers resting or weather were untrue.

  Business Response

  Date: 09/16/2025

  We are writing to confirm receipt of the complaint filed by ** ********* against our company, ************************************************** **** (CVL).
  
  Ms. ********* contracted our company to perform the relocation of her household goods from ************** ** to ******* IL.

  We are regretful that Ms. ********* did not have a pleasant moving experience. Management has been in communication with her to apologize for the overall inconvenience experienced. It is *** ******* goal to deliver the shipment as quickly as possible, however we are not able to guarantee dates due to unforeseen circumstances that may transpire while the truck is in transit, such as inclement weather, traffic delays, etc. Please note, if there is a delay, per the contractual agreement, there is a predetermined daily per diem of $30.00 for each day the shipment is delayed. Our records show Ms. ********* delivery window ranged from August ******* through September *******. The delivery of Ms. ********* household items was completed on September *******, within the contractual agreement.

  To ensure complete and full transparency, the call recordings were reviewed to validate the accuracy of Ms. *********'s statement. It was determined ***'s representative did not guarantee a date for delivery, in contrast he informed the customer of the delivery window. (please see transcript).

  Again, we are saddened to learn of Ms. *********'s displeasure of her recent relocation, and while not contractually obligated, to appease her as our client, we will extend a good faith gesture of $150.00. She will receive a document outlining the terms of the agreement. Once we have received the signed document back in the office, we will disburse the funds accordingly back to the credit card we have on file.

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23885665
  
  I am rejecting this response because:

  Colonials response ignores the real issue. Their representative, ******** *****, repeatedly promised my belongings would be delivered 8/308/31 and told me not to worry about the contract. He also assured me they would use a smaller truck since I didnt have much, and the shipment would go directly to *******. I relied on these statements when I paid a $1,600 deposit, booked flights, and arranged my move.
  Colonial claims no such promises were made, but I request they specifically review calls with ******** *****, where these commitments were given.
  Colonial also failed to communicate I had to call them daily, and never received a delivery date. Only the subcontractor provided real updates. The day before delivery, Colonial even called to ask how was the move before I had my belongings.
  The $150 good faith offer does not cover my losses. I request reimbursement for hotel expenses from 8/309/5 caused by their misrepresentation and lack of communication.
  
  Sincerely,
  
  Li Raspberry

  Business Response

  Date: 09/17/2025

  The account was reviewed in its entirety, including all internal notes, emails and call recordings. We provided the transcript of the call recording with ******** ***** previously. The transcript of the call recording revealed the customer was not guaranteed delivery of the shipment 08/30-08/31, instead they were provided the delivery window. As previously cited, the shipment was delivered within the contracted window. No compensation is warranted, however we will still exceed the good faith gesture of $150.00 for the overall inconvenience as the maximum and final offer.

  Thank you

• Initial Complaint

  Date:09/06/2025

  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.

  I have stated I needed my household goods delivered on 8 September numerous times. When colonial told me they would be delivered 13 September I asked for the location of my property and they did not know where it was or send me the requested information via email. I need the information to provide another company the opportunity to deliver my household goods on the 8th. Unfortunately since they do not know or simply failed to tell me, they are acting negligently and in bad faith. In addition to this they also failed to honor their word of matching their competitors price.Lastly they failed to show up to my house with the appropriate sized truck to load all my property which led to a game of Tetris in putting everything in their smaller truck and strapping mattresses to the bed loader instead of safely in the truck.Their delayed delivery is costing me $300 a day for a total of $1500 by forcing my family to stay in an ****** with two dogs. Additionally Im being charged for the extra days in storage.

  Business Response

  Date: 09/08/2025

  We are writing to confirm receipt of the complaint filed by **** ******* against our company, ************************************************** **** (CVL).
  
  Mr. ******* contracted our company to perform the relocation of his household goods from *********** to *************

  We are regretful that Mr. ******* did not have a pleasant moving experience. We have been in communication with him to apologize for the overall inconvenience experienced. While we aim to deliver each shipment as soon as possible, the dates are not guaranteed due to unforeseen circumstances that may transpire while the truck is in transit. As such, federal regulations allow a delivery window for each shipment. Only after thirty (30) business days from the first date of delivery window would the shipment be deemed delayed by the ****************************. Our records show that Mr. ******* signed a contractual agreement that allowed the shipment to be delivered with the timeframe of September 8, 2025, through September 13, 2025 (see attached). 

  Mr. ******* was alerted to the delivery of his shipment occurring on September 13, 2025, still within the contracted window. 

  In relation to the price match program. Mr. ******* entered into a binding agreement to transport an estimated ***** pounds which included 190 items/boxes. However, on the day of the move there were an additional 130 items/boxes, thus voiding the binding estimate that was contractually agreed upon.

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

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23850219
  
  I am rejecting this response because:

  Regarding the price match:  in the final agreement over the phone I read off the exact amount of pounds needed to the colonial agent as quoted by allied van lines which came to my residence for their quote while colonial only viewed it online.  Additionally the agent was aware of the change in pounds because she worked to get a larger truck for us, even though the larger truck did not show up due to poor communication between colonial and their subcontractor.

  Regarding the delivery date:  during pickup I specifically stated we needed it on the 8th and maybe sooner.

   

  Regarding the excuse of delays in transit:  Our items are not in transit.  Transit has not begun.  Colonial and their subcontractor have failed to deliver the location of my household goods which causes damages.  I am unable to pick them up myself or arrange for others to pick them up.  Therefore we are paying for storage, even though colonial claims delays in transit in their response.  And we are paying for lodging costs due to not having our household goods.
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/11/2025

  **************************************************** price match program allows the consumer to provide our office with a competitor's quote as long as they're estimates are based on weight and mileage and we're comparing "apples to apples". Mr. ******* presented our office with the quote from Allied for ****** pounds. Even though the information that was verbally transmitted to our office from Mr. ******* had the furniture weight of only ***** pounds; we increased the weight to ****** pounds to be compatible with Allied. As previously cited, on the day of the move there was 130 additional pieces that were not accounted for in either quote, thus causing the increase. 

  As it relates to the delivery date. While the customer may request a "preferred/desired" date for delivery, dates are not guaranteed. Federal regulations mandate a delivery window to ensure adherence to guidelines. Furthermore, Mr. ******* did not purchase exclusive use of the trailer that could have allowed a direct delivery. Instead, the shipment was consolidated with other household shipments that allow drop offs and pickups along the route. 

  Mr. ********* household goods were secured on 08/12/2025. Based on the mileage between the two states (559 miles) per regulations, the shipment could have been delivered as early as 08/14/2025. However, Mr. ******* could not accept delivery right away, therefore resulting in the shipment being stored and the first available date for delivery as 09/08/2025 to 09/13/2025. Mr. ******* is only being charged for the time he signed and agreed to, even though we're delivering on the last day of the delivery window, 09/13/2025.

  Thank you for your attention to this matter.

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair 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.

  Scheduled a move with ************************************************* for the dates of July *****, 2025 in ************, ** to **********, **. On July 18, 2025 there were 4 men hired to help load our home onto the moving truck. The men were younger (in early 20s) from ******, **. During the day, one of the movers asked us about a specific bottle of alcohol that we had, we explained it to him and then put it back where it was. At the end of the day, we noticed that that specific bottle was missing. We decided to see if it got packed before we mentioned it to Colonial. Upon receipt of our items, we found that the bottle was not there and reported it to Colonial and were told that they would look into it and replace it.Problem #2...a bit of our things did not fit on the original truck and were picked up and put in storage to be delivered a couple days after the first truck. However that truck was about 2 weeks later than the first truck. Colonial told us that it was originally that date but we were told on several occasions they were going to deliver by July 25, 2025 (the second truck was delivered on August 5, 2025). With no explanation.Problem #3. Items on the second truck were missing in the amount of $2200. ************************************************* offered us $800 only and final offer, no one else to discuss with, no other communication. Final! We decided to sign the offer but did not feel it was sufficient. Problem #4. Spent multiple hours on phone to get an accurate inventory but ended up being 1000s of pounds more and thousands of dollars more. We also spent over $2000 in tips for the crews and catered lunches each day along with bottled water and gatorade. Total of 9 crew members over 3 days.

  Business Response

  Date: 09/04/2025

  We are writing to confirm receipt of the complaint filed by ***** ***** against our company, ************************************************** **** (CVL).
  
  Ms. ***** contracted our company to perform the relocation of her household goods from ************ ** to ********** ***
  
  We are regretful that Ms. ***** did not have a pleasant moving ********************* has been in communication with her to apologize for the overall inconvenience experienced. While we aim to deliver the shipment within the original delivery window, also deliver the shipment as a whole unfortunately we're not able to predict unforeseen circumstances that may arise while the truck is in transit. Such as inclement weather and traffic delays. As such, in the event there is a delay, the customer is entitled to a predetermined daily per diem of $30.00 a day for each day past the last day of the delivery window. Ms. ***** delivery window ranged from July ******* through July *******. The entire shipment was delivered by August ******; this would be eight (8) days delayed. Therefore, contractually Ms. ***** would be entitled to a maximum compensation of $240.00 for the delay. 

  In relation to the missing items, Ms. ***** would be required to file a claim with ************************************************* claim office in which the claim would be processed at the option the customer selected at the time of pickup (see attached). Our office has emailed Ms. ***** the claim form in order to begin the process. Please note, to appease Ms. ***** and bring this matter to a resolve, CVL extended a good faith gesture by making a significant provision in policy and offered $800.00 for the overall inconvenience. This is separate from whatever the claim settlement would be.

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

  Customer Answer

  Date: 09/10/2025

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

• Initial Complaint

  Date:09/01/2025

  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.

  Trusted Colonial with moving our sports car.Driver cracked up front fender unloading. He apologized & stated we can file with his insurance. ***** will not send an adjuster out. We have contacted them daily for two weeks.Must get the license and tags this week! To avoid penalties. Geico is basically not honoring the contract with the driver.We must get this car fixed to pass inspection.We are forced to pay for repairs and file a small claims lawsuit against Colonial for not backing up drivers. This will be resolved. This company will pay more than this claim due to distress. This record is filed as proof for now

  Business Response

  Date: 09/05/2025

  We are writing to confirm receipt of the complaint filed by ******** ****** against our company, ************************************************** **** (CVL).
  
  ******** ****** contracted our company to perform the relocation of their vehicle from ********** ** to ***************
  
  We are regretful that ******** ****** did not have a pleasant moving experience. ************************************************* has been in communication with them to apologize for the overall inconvenience experienced. Please note, the customers have been provided with the actual cargo insurance for the auto transporter ***************** L.P. Previously, the customer was contacting the insurance company of the driver and not the actual auto company. Once they have made contact with the cargo insurance company they will be able to file a claim directly with their office. 

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

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23825063
  
  I am rejecting this response because:
  
  Sincerely,

  **** Hodges 

  We should not be forced to start ALL over again with a different insurance company. We sent as instructed by the original communication with Colonial, pictures, several forms that included emails, phone number and even a Copy of our title ! To Geico.  In order to avoid being fined by Kansas City, I must pass a vehicle inspection before Im able to obtain Temporary tags. This is not the impression we want to make in our new city.  The car is currently located at a body shop outside our neighborhood. The bumper is on order.  I can no longer obtain an original part for by vintage SLK.  Im also forced to accept an aftermarket which will devalue my car!
  
  Its not at all comfortable for us to have our personal information out there!  Were upset.
  

  At least provide us with a specific name, phone number and email address of a PERSON for the company you are now referring us to   Colonial should take the necessary steps to take care of its customers. If I am fined by ***********, this cost will be recovered as well. This must be completed by Sept 14th. 

  I expect a response from them immediately. Time is money!  

  **** Hodges 

  
  ****** (and ****) ******

  Customer Answer

  Date: 09/05/2025

  The ***************************** just referred us BACK to Geico!  Now if this isnt a complete run around, WHAT is?   I have my forms filled out along with pictures and other specific information for a lawyer. As mentioned this is a vintage Mercedes SLK, and I will pursue the full cost of the original bumper that was damaged. We also just found out there is no aftermarket available. A rental car will be added to the tab, as I can not be expected to illegally drive my car, 

  Customer Answer

  Date: 09/05/2025

  The ****************** and Geico are working together it appears (just received a call)  so at least we do not need to start ALL over.  The adjuster ******* has just returned from the body shop, as of today, no bumper is available. 
   

  Business Response

  Date: 09/08/2025

  Ms. ****** have been forwarded the correct auto insurance policy for the service provider to file a claim directly. *** is committed to assist in any way possible until the issue has been resolved.

  Customer Answer

  Date: 09/08/2025

  The adjuster ****** went to the auto body shop to approve this claim.  He told my husband they are working through it  We have not received an official approval from Geico (truckers) insurance as of today 9/8/2025. 
  The vehicle entrusted to ************************************************* for safe auto transport from ********** ** to *********** area Mo. came off the truck and the front bumper hit something.  The vehicle is a vintage  Mercedes 280 SLK convertible.  Its a special car made in *******.  ******** was unable to locate a new bumper in the *************.  Germany will not send one to the **.  Normally its a $3500 part.  We are very unhappy about this entire situation. We trusted ************************************************* and so far, they are not taking responsibility for this loss.  A lawyer is next.
  We expect full approval.  And full payment on the part we lost, and the labor to replace it. 
  Even worse, they havent provided a car rental,

  Unacceptable! 

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23825063
  
  I am rejecting this response because:

  The adjuster ****** went to the auto body shop to approve this claim.  He told my husband they are working through it  We have not received an official approval from Geico (truckers) insurance as of today 9/8/2025. 
  The vehicle entrusted to ************************************************* for safe auto transport from ********** ** to *********** area Mo. came off the truck and the front bumper hit something.  The vehicle is a vintage  Mercedes 280 SLK convertible.  Its a special car made in *******.  ******** was unable to locate a new bumper in the *************.  Germany will not send one to the **.  Normally its a $3500 part.  We are very unhappy about this entire situation. We trusted ************************************************* and so far, they are not taking responsibility for this loss.  A lawyer is next.
  We expect full approval.  And full payment on the part we lost, and the labor to replace it. 
  Even worse, they havent provided a car rental,

  Unacceptable! 

  
  
  Sincerely,
  
  ****** (and ****) ******

  Customer Answer

  Date: 09/08/2025

  The body shop has found a bumper at a junkyard and will refurbish it to repair the car. It is expected to be completed on Sept. 20th.  This claim is not closed until the body shop has been paid. We absolutely did call the insurance company provided by Colonial. This case closure makes no sense. Its not closed until payment has been received 
  

• Initial Complaint

  Date:08/29/2025

  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.

  My entire life was onboarded to a ************************************************* vehicle at the end of July. Since then I have received zero accurate communication of where my thousands of dollars of belongings are. I heard that all my things were on a truck broken down in **********. Ive been told its in ******* still. And now Ive been told my things are in ***** in a warehouse? My belongings are over two weeks past the delivery date and after speaking to the owner, ****, of the company I suspect he has stolen all my expensive belongings.. He has zero motivation to speak to a Woman at all. Hes had no problem taking personal phone calls from my boyfriend - who isnt paying for my move, nor does he have any belongings being moved? But the owner of the company, ****, refuses to speak to me? The owner of this company has to be a sexist a****** and I will not stand for it. He is talking to a stranger about my move as far as hes concerned and hasnt given me an update at all. His staff also has no idea where my things are or when theyll arrive. As far as Im concerned, Im thousands of dollars out of belongings and also thousands of dollars out of potential work.

  Business Response

  Date: 09/03/2025

  We are writing to confirm receipt of the complaint filed by ***** ****** against our company, ************************************************** **** (CVL).
  
  Ms. ****** contracted our company to perform the relocation of her household goods from ******* ** to *********
  
  We are regretful that Ms. ****** did not have a pleasant moving ********************* has been in communication with her to apologize for the overall inconvenience experienced. While we aim to deliver the household goods within the window initially provided, we are not able to predict unforeseen circumstances that may transpire while the driver is in route. Such as inclement weather, delay of traffic, etc. In the event there is a delay of delivery, the predetermined daily per diem of $30.00 will be applied for each day delayed. Our records show the delivery window of August ****** through August *******. The shipment was delivered on September ******. Based on the contractual agreement, the maximum compensation the customer would have been entitled to $480.00. 

  However, to appease Ms. ****** and bring this matter to immediate resolve, ************************************************* waived the complete balance of $1,569.78. Ms. ****** agreed and accepted the terms of settlement considering the matter resolved (see attached).

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

  Customer Answer

  Date: 09/15/2025

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

• Initial Complaint

  Date:08/20/2025

  Type:Product 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.

  Issue #1. I entered an agreement on 7-20-25 to have a storage unit (10x15) contents moved from ** to **. Cost estimate was $4422. Projected pickup date was 8-17-25. Then on about 8-14 (mere days before schedule pickup), Colonial called saying they were ** and needed to review my order. The result was that the ** disputed what the Moving Coordinator had estimated and increased the estimate to $6071, an increase of $1649. Due to my being ready for delivery and had awaited my furniture to arrive, I felt pressure to agree to the new price. In hind sight I believe this was a "bait and switch" because if the higher price had been originally quoted, I would not have accepted it and would have called other vendors. However, the original price was acceptable but then I was unwilling to delay my shipment another month, due to this late "**" adjustment. When the load arrived, it had indeed been more weight than the original estimate, but not as much as the revised quote. 5640 pounds vs the original quote for 4200 lbs and less than what was charged for at 6300 lbs. My primary concern is the business practice that I see as bait and switch. Issue #2 As I told them of my concern, after delivery of my goods, I also told them that I had been charged $53 for a pickup at a second location that did not occur. They looked into it and confirmed that I was correct. To settle issue #1, they offered $200 (@ 6% reduction) and were willing to refund the $53, however, to get my refund and a minor compensation that they offered for Issue #1, they sent me a document to sign saying I was satisfied and required no further compensation. I will not sign a waiver to get my $53 dollars back that they agree that should not have been charged. I disagree with both of these practices and will not send them any documents to get an owed refund and will not agree that the bait and switch technic is ok.

  Business Response

  Date: 08/22/2025

  Mr. ****** contracted our company to perform the relocation of his household goods from ******** ** to ************
  
  We are regretful that Mr. ****** did not have a pleasant moving ********************* has been in communication with him to apologize for the overall inconvenience experienced. To bring this matter to a resolve, Mr. ****** will receive compensation in the amount of $553. Due to this being a significant provision in policy, Mr. ****** must sign and return a document prior to the funds being released.

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

  Customer Answer

  Date: 08/22/2025

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

• Initial Complaint

  Date:08/18/2025

  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 moved from ******** to *******. My items were picked up July 12 ( 4 days late) after I was promised The truck will be there in an hour over the course of 4 days. Delivery window was July 25-August 9. I called multiple times every single day and got the same response we are within our delivery window Ill have to follow up with dispatch and get back- and would never get back. August 9th I had to call back 5 times until I got someone to take me seriously and finally told me my truck was still in ******** I received an email stating since they havent heard from me and I am out of my delivery window they are turning my stuff into permanent storage. When I questioned this with my account manager I was told that was sent to everyone who missed their delivery window- like the late delivery was my fault. I was told not to pay the final payment until the invoice was adjusted for the late days and given a new delivery window of August *****. Called my account manager Gabby- again- there really wasnt managing going on of my account she needs a new title of customer service representativegiven zero ********** truck arrives on August 18 and we had a stand off. They wouldnt unload unless I paid a higher price than my final invoice and I refused to pay the higher price- this went on for over an hour! Once again Gabby was unable to help. And the icing on the cake- they wanted a tip on top of the final payment. I know its not the driver fault they work for a horrible company so I tipped them in cash. The entire experience was horrible! I wouldnt be near as upset if they would have told me on any of my 40+ phone calls that my truck was still in ********. Their business license needs to be taken away. They have no business in the moving industry if they cant even communicate with their customers regarding their entire life possessions theyve been entrusted with.

  Business Response

  Date: 08/21/2025

  We are writing to confirm receipt of the complaint filed by **** ******* against our company, ************************************************** **** (CVL).
  
  Ms. Chapman contracted our company to perform the relocation of her household goods from ******** ** to ************ ***
  
  We are regretful that Ms. ******* did not have a pleasant moving experience. While we aim to deliver the household goods within the dates provided, the dates are estimates and not guaranteed due to unforeseen circumstances that may transpire while the truck is in transit, unless ************************** is purchased. Our records show Ms. ******* did not purchase the ****** based on this clause. Per the contractual agreement that was acknowledge and signed by Ms. ******* in the event there is a delay of the shipment, the daily per diem is at $30.00 a day for each day delayed. The shipment was a total of nine (9) days delayed; therefore, the maximum compensation Ms. ******* would be entitled to was $270.00. However, our records reflect she received a total of $450.00 deducted from the balance. 

  In addition, to appease our client and bring this matter to a resolve, a member of management has informed Ms. ******* she will receive an additional $300.00 in compensation. She has been emailed the necessary documents pertaining to this compensation. Once signed and returned, the funds will be disbursed appropriately.
  
  Sincerely,
  

  Initial Complaint

  Date:08/05/2025

  Type:Service or Repair 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.

  We signed on with ************************************************* to move our household goods from ******, ********, to ***********, ****. They picked up our goods on 7/26/2025 and gave us a window of between 7/31/2025 and 8/5/2025 for delivery. I had to proactively call for updates. I never received updates from them. After telling us that the moving truck might arrive by the 4th or 5th, I called them on the 4th to learn that delivery had been delayed until 8/9 or 8/10. I asked for an explanation for the delay and they said they don't have to give me an explanation. I asked to speak with a manager and they assured me that they put in a request for a manager to call me by the end of that business day. I still have not received a call. When I inquired the next day they told me the manager has 48 hours to call me. The resolution I am seeking is an immediate delivery of my goods, a much reduced final billing amount, and immediate contact from the company providing an explanation and an apology.

  Business Response

  Date: 08/07/2025

  We are writing to confirm receipt of the complaint filed by ****** ********** ***** against our company, ************************************************** **** (CVL).
  
  Ms. ********** ***** contracted our company to perform the relocation of her household goods from ********* to **********
  
  We are regretful that ***************************** not have a pleasant moving ********************* has been in communication with her to apologize for the overall inconvenience. The shipment is scheduled to be delivered on August 9,2025.  Contractually, for each day delayed, the per diem is $30.00, making the total compensation warranted to Ms. ********** ***** $120.00. However, to appease the customer and bring this matter to a resolve, Ms. ********** ***** will receive a total of $1,000.00 deducted from the balance. 

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

  Customer Answer

  Date: 08/19/2025

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

• Initial Complaint

  Date:08/01/2025

  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.

  I signed a contract with ************************************************* on June 2, 2025 and paid a deposit toward my move from *******, ** to ******, **. I was notified on June 29th that I would have my belongings picked up on June 30. Instead of *************************************************, a contracted company, Posh Moving came. When Posh arrived, they did a walk-through to match the inventory. They gave a possible estimate of over $11,000. The original estimate was $6,312.93. I tried to contact my moving coordinator with Colonial but did not receive a call back. My family helped rent an enclosed trailer and load as many boxes in the trailer as we could to help reduce the weight. Family members also drove the trailer to ****** and helped unload.The delivery window was July 2- July 14. Despite repeated calls to Colonial, I was unable to get accurate information about delivery. On July 18, I was notified that my household goods would be delivered on July 25. Despite repeated requests to Colonial customer service, I was not told of the final weight of my belongings or the total due. When the truck arrived, they would not start unloading until my bill had been paid in full. I had to contact Colonial to get the link to pay my bill. I was still never given the weight of my belongings. At the time of drop off, Colonial agreed to reduce our bill by $330, $30 per day beyond the original drop off. For 25 days, I did not have any of my household belongings, including kitchen goods, so my husband and I had to eat at restaurants each day. $30 does not cover the cost of one dinner for the two of us. We spent $50-$75 per day on meals. I was also charged $18 each for 8 wardrobe boxes. Only 4 wardrobe boxes were used. These were noted on the manifest. The movers for Posh packed several of my already packed boxes in the wardrobe boxes. The copy of the manifest that I was given was unreadable because it was the fourth page of the carbon copy form. I was also not given any copies of the papers I signed at pick up or drop off.

  Business Response

  Date: 08/08/2025

  We are writing to confirm receipt of the complaint filed by ******** ****** against our company, ******************************************************* (CVL).
  
  Ms. ****** contracted our company to perform the relocation of her household goods from ******* ** to **********
  
  We are regretful that Ms. ****** did not have a pleasant moving experience. While we aim to deliver the household goods within the specified window, we are not able to predict unforeseen circumstances that may arise while the truck is in transit, therefore leading to a delay. Per the contractual agreement the customer signed, a predetermined per diem of up to $30 a day for each day delayed would be deducted from the balance. Our records show the shipment was delivered on July 25th. Based on the contract, the customer would be entitled to a maximum of $330.00 for the 11-day delay. 
  Ms. ****** came into a binding estimate to pay a minimum of $6,312.93 for a bound weight of ***** pounds. As a good faith gesture, *** will issue an additional $200.00 for the overall level of service. The customer will receive a document outlining the terms of this agreement. Once the document has been signed and returned, the funds will be allocated back to the credit card we have on ****************************************************************************

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23687165
  
  I am rejecting this response because: I want the refund made to myself via check.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 08/21/2025

  Policy requires that any credits issued must be applied back to the original payment method presented at the time of the reservation. Our records show the original payment method was a ********** and the card holder is listed under a different name besides Ms. *************

• Initial Complaint

  Date:07/31/2025

  Type:Sales and Advertising 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.

  I recently moved across country. I hired ************************************************* for my move. The company completely cracked the bottom of my planter and made it unusable. They declined to heighten my claim dollar amount so I can replace my planter. To replace this planter is $300 plus tax. Also they ripped my Christmas tree bag so that upon storage bugs can get into my Christmas tree. That replacement cost is $100. They broke my tv that cost me $2500 new. I got a ***** in my custom framed artwork. I paid $300 plus to have framed. They were a few ****** in my excellent condition furniture. I would like a more reasonable amount back. The $200 wont even get me a new planter that they cracked. The business had been submitted photos of the damages already.

  Business Response

  Date: 08/06/2025

  We are writing to confirm receipt of the complaint filed by ******* ***** against our company, ************************************************** **** (CVL).
  
  Ms. ***** contracted our company to perform the relocation of her household goods from ************ to *******************
  
  We are regretful that Ms. ***** did not have a pleasant moving ********************* has been in communication with her to apologize for the overall inconvenience experienced. While we aim to deliver the household goods in their original form and unscathed, we are not able to predict unforeseen circumstances that may transpire while the truck is in transit. Such as rough terrain that may sometimes causes the truck to shift, resulting in damage. As such, we offer each customer the option of purchasing additional coverage on their shipment. Each move is inclusive with the standard limited liability of $.60 per pound in the event there is damage. Our records show Ms. ***** opted to waive the right to purchase the additional coverage and elected the standard liability coverage.

  Based on the items that was submitted to the claims office, the claim was processed according and settled at $208.00. However, to appease Ms. ***** and bring this matter to a resolve, we will issue a good faith gesture and revise the settlement amount to a maximum of $350.00. The customer will receive a revised document outlining the said terms. Once the document is signed and returned to our office, the funds will be allocated appropriately.

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

  Customer Answer

  Date: 08/11/2025

   
  Complaint: 23684315
  
  I am rejecting this response because:
  This amount does not cover half of the damage that occurred. 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/12/2025

  Please note, Ms. ***** declined not purchase the additional coverage on her shipment that would have paid either full value or replaced with "likeable items". Instead, she opted to remain with the standard liability valuation of $.60 per pound per article. Based on this option the claim was processed as such. However, we have extended a good faith gesture, the claim was increased to the final and maximum offer of $350.00.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is going to have to suffice.
  
  Sincerely,
  
  ******* *****