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:06/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accepted a quote and gave a deposit to ************************************************** When they arrived at my home I was told that the price would be raised by several thousand dollars. I had earlier been told that this would not happen. I called the company. Three people (me, the person handling the move for me in CA, and the chief loader) were all told that the company would honor the original quote and would not attempt to add more for claimed weight. As long as the inventory stayed the same the price would. After the move was underway I got a call saying the delivery would be done but there would be a billable amount later. I said no, that was not my agreement. Yesterday I got a call (12 June 2023) from a man who said I would not only be given a substantially higher bill (how much, I dont know because I got off to call the company) but also my belongings would not be delivered to me until I paid. They would be placed in storage and the storage billed to me. I called an attorney who told me that the verbal assurance of no price change is a valid contract. There are three witnesses. The man was threatening. If I did not pay a price that totally violated my agreement with the company my belongings would be impounded. Basically, theft and blackmail. I want the original quote honored and the verbal assurance of no price change honored. I want my belongings delivered.

  Business Response

  Date: 06/23/2023

  June 23, 2023
  
  We are writing to confirm the receipt of the complaint filed by ***************************** against our company, ************************************************** **** (CVL).
  
  ************** contracted our company to perform the relocation of her household goods from ********, ** to **********, **.
  
  We are regretful that ****************** is not having a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience with the delivery delay.
  
  While we aim to honor the dates provided, the dates are estimates due to any unforeseen circumstances that *** occur. Unfortunately, delivery could not be completed within the window, and delivery is scheduled for 6/27/2023. ****************** will be compensated $240.00, which is $30.00 per day for each day delayed upon delivery as stipulated in the contract. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:06/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 17, 2023 ************************************************* took possession of all household goods to move me from ******* ** to **********. The delivery window was 4/25-5/8. As of 6/1/23 the household has not been delivered, a delivery date has not been scheduled, they do not answer calls or return calls when they say they will give me a date, and I have no idea where my household is. I believe they have stolen all my possessions. I am looking for a commitment and delivery of my household and I want restitution for the excessive delay beyond $30/day (which is acceptable for a short miss but unacceptable for a month+ delay).

  Business Response

  Date: 06/05/2023

  June 5, 2023
  
  We are writing to confirm the complaint filed by *********************** against our company, ************************************************** **** (CVL).
  
  **************** contracted our company to perform the relocation of her household goods from *******, ** to *******, **.
  
  We are regretful that **************** is not having a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience the delivery delay is causing.
  
  She has been advised by *********, CVL customer service manager, that she will be her point of contact for the duration of the relocation. Once the shipment has been secured by the agent, ********* will provide **************** an update. In addition, **************** was advised that should the need arise regarding her renters insurance, CVL will fully cooperate with the authorities by providing all pertinent information regarding her relocation. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:05/30/2023

  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 used Colonial January of 2022 to provide us full service moving out of our home in ******* as we were relocating to *******. They failed to provide with enough staff to perform the full service. My husband and I, including friends and family helped wrap, box up, and load. Instead of the guaranteed 1 day, it took 4. This resulted in us having to purchase new plane tickets as we could not make our flight back to **, I had to miss work as well, due to moving taking 4 days instead of 1. Half of total payment was given. Now, May 2023, Colonial was given well over a month notice of us closing on our new build home in **. We provided them ahead of time with a closing date of May 24th. Colonial states they will deliver between May *****st. Last week, we were told it will be June 3rd. Today, we were told it will be June 15th. We have had major issues contacting a manager or supervisor last week with waiting multiple days for a phone call back despite this being urgent. We have rental furniture in an apartment which needs to be returned 5/31. After 5/31, we have no furniture in our new home. After contacting the owner of the company myself; the assistant reached out to me this AM. A new manager named ***** contacted ** and informed ** rather than June 3rd (the reason we needed to talk with him all week last week) is actually now going to be June 15th. This will now be putting us at 2-3 weeks without our home items which are stored in **********. I do not trust that we will not continue to get pushed back again. There has been not a single promise that has been fulfilled with working with them. It has costed us money, missed work, and now anguish not knowing when we will have our household items and essentially everything we own. The manager refused to give us a rationale on why the continuous push back on dates.

  Business Response

  Date: 05/30/2023

  We are unable to locate this customer in our files with the information provided. Please reply with your job number number, and full pick up and delivery addresses so we may address your concerns. Thank ****************************************************************************** Inc.

  Customer Answer

  Date: 05/31/2023

  
  The registered phone number is ************. I do not have the job ID on hand at this time but have been able to be searched for by phone number in the past. Delivery address is *************************************************************************.

• Initial Complaint

  Date:05/22/2023

  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.

  We hired them to relocate ** from ** to **. The original estimate given was based on everything that we provided. They added more and more money on as they packed our stuff. The original delivery window was an 8 day window from May 12 to May 20. They have moved the window 3 times now. We have had to run up our credit cards and spend a massive amount of additional fees to get by and get hotel rooms. We are an additional ****** dollars in the hole now because of their breach of contract. I would like a complaint files my stuff delivered and compensation given for our inconvenience. I have fallen behind on work and forced to take multiple extra PTO days. Every time we reach out to the company they cannot tell ** where our moving truck is with over ****** dollars worth of stuff on the truck. It is an ****************************** two days. I will not hesitate to take legal action against the company.

  Business Response

  Date: 05/22/2023

  We are unable to locate this customer in our system with the name and email provided. Also, the phone number is inaccurate. Please reply with a job number so may assist you. Thank ****************************************************************************** Inc.

  Customer Answer

  Date: 05/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response. The move is under my fiancs name ********************* phone number **********.

   

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

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a full refund. The salesman who provided my quote assured me that hes been in the business for many years and he was very experienced. I requested a firm quote and clearly stated that I do want to see increased pricing later. He assured me that my pricing was locked in and wouldnt change. On moving day I was told that the initial pricing was undervalued; in my opinion this was intentional in order to secure the deposit. On moving day I was told it would be at least an additional $2,000. They offered to load my stuff then give me a pricing after it was loaded; needless to say I refused that ridiculous offer. I have filed a dispute with my credit card company, since Colonial said theyre not returning my money even though they didnt perform the service. Theyre also on the verge of harassing me by continually calling, without offering a solution to the situation other than me paying more money and to tell me they they didnt do anything wrong. I do not wish to talk to them anymore as its very upsetting. My heart races when I talk to them, Im so upset.They use deceptive tactics to get the down payment thinking that if people are on a move schedule that they are stuck with whatever they increase the price to. Fortunately for me I have some flexibility. Also, maybe a day or two before the scheduled pickup they sent an email saying they dont take anything not in a box and that my mattress had to be covered in plastic. Another deceptive sales tactic because then people are caught unprepared and will be forced to use their packing supplies and services. They shouldnt be allowed to continue doing business this way. Thank you ***

  Business Response

  Date: 05/11/2023

  May 11, 2023
  
  Job Number:     1225706-CV
  
  We are writing to confirm the receipt of the complaint filed by ***************** against our company, ************************************************** **** (CVL).
  
  ************** contracted our company to perform the relocation of her household goods from ********, ** to ***********, **.
  
  On the contracted pickup date, 5/10/2023, ************** acknowledged to the movers she had additional boxes and totes that she wanted hauled that were not included in her original inventory and estimate. Upon learning that extra weight will result in additional charges, she refused pickup because she didnt want to pay additional charges.
  
  Our representative, *****, spoke with ************** while at pickup explaining the increase and she disconnected the call. Several other phone calls were attempted to **************, in an effort to resolve the situation,but all were futile.
  
  We were left with no option other than to instruct the movers to abort the job. The deposit she paid has been refunded in full. Thank you.
  
  Sincerely,
  ************************************************** ****

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company for an out of state move. When it came time for the company to arrive at my residence to load up my belongings, I found out that the company which was driving my items was a third party driving company hired by ************************************************** This driving company charged me for packing materials which were not used, nor approved. Further, when ******************* arrived at my new residence to deliver my items, there were two local men who showed up at my home (unknowingly) to assist the driver with unloading my shipment. I was very uncomfortable as I did not know who these men were and ************************************************* did not inform me of this. The driver arrived to my home, in a ********************************* truck. None of my items were separated as promised by ************************************************** The movers needed to unload two parcels of other individuals items to be able to offload mine. I stayed outside my home with my daughter, we were there alone. The two men asked me to come inside to identify a mattress (because it was not labeled), during this time one of the local men groped me inside my home. I immediately called ************************************************* to inform them what occurred and they had no remorse or consideration and only demanded I pay my remaining balance so ******************* could complete the job. They would not unload my items until I did so. I paid the bill in full only so the men could leave me property. During this time, I also called the police and they came out to my residence and I filed a police report related to the incident. The entire time the driver of the third party driving ******************* was unprofessionally speaking to me and calling me a, "liar." I was traumatized from this experience and the incident occurring inside my home and my daughter and I could not sleep at the home for two nights after worried. I have also since reached out to security companies to have my home secured due to this incident. No resolution yet. I hope no one has to go through this. Do not hire.

  Business Response

  Date: 05/11/2023

  We are writing to confirm the receipt of the complaint filed by *********************************** against our company, ************************************************** **** (CVL).
  
  ******************** contracted our company to perform the relocation of her household goods from *******, ** to *******, **.  We are regretful ******************** did not have a pleasant moving experience and we are working diligently to resolve all issues.
  
  Management has been in communication with her to apologize for the inconvenience she experienced with her relocation and to assure her that we are committed to coming to an amicable resolution. Currently we are reviewing the job with the agent assigned to her relocation and we will be in contact again with ******************** shortly.
  
  Again, we remain apologetic to ********************, and we are dedicated to making things right with her.
  
  Sincerely,
  ****************************************************** 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20007273
  
  I am rejecting this response because: I have followed up with ************************************************* to determine a resolution and have not received an update to this matter. They initially offered me $500.00 for "compensation" and are requiring a release of claim to be signed, which I will not sign as the company has taken no action towards the incident that happened to me in my home and threatened my safety and I do not want this to happen to anyone else who hires this company so I will not be releasing any claims. Then they offered me $800.00 compensation, to sign a release. And, only $62.00 refund for packing materials (when the disputed packing materials were for over $700.00). This has not been resolved. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/22/2023

  As previously stated, we are regretful that ******************** did not have a pleasant moving experience. She has been offered a settlement in the amount of $1500.00. The necessary refund documents have been emailed to her for her review and when signed and returned, the refund will be processed accordingly.Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This horrible moving company robbed us and strong armed us! They give us one price and then when the truck arrived they almost doubled the price. They refused to deliver our items until we paid them the amount. From the managers to the employees, they were rude and condescending. It was the worst experience ever! They have violated all business practices and we had our furniture for over a week, forcing my family including my to older to sleep on the floor and to be without my items.

  Business Response

  Date: 04/24/2023

  We are regretful that ****************** (******************************* is the name on this account) did not have a pleasant moving experience. Management has been trying to reach her for the past several days to discuss her relocation.
  
  Since our multiple attempts were unsuccessful, we urge her to please call our office and speak with *********. She can be reached directly at ********************* Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

• Initial Complaint

  Date:04/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is that I hired a moving company to move my items for me. When they delivered the items no body besides the drive was their to unload all the items. I had to help unload all my items off the truck. It was very disappointing that I had to help unload all my items after paying so much money. The driver was very nice and courteous.

  Business Response

  Date: 04/24/2023

  We are writing to confirm the receipt of the complaint filed by ***************** against our company, ************************************************** **** (CVL).
  
  ************** contracted our company to perform the relocation of his household goods from ********, ** to **************, **.
  
  We are regretful that ************** did not have a pleasant moving experience. Management has attempted to reach him to apologize for the inconveniences he experienced and to discuss compensation. He has been offered a settlement in the amount of $509.25. This includes waiving the $209.25 billable balance and an additional $300.00 for level of service.
  
  Since we have not been able to reach him by phone,the necessary refund documents have been emailed to him for his review and when signed and returned the refund will be processed accordingly. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:03/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My transaction with ************************************************* was a moving service from ************** to *********, ** with pick up Mar 15h-Mar 16th and delivery from Mar 17th-Mar 27th. The total amount to be paid is $8,437.97. Job ID is *************** complaint starts during the pick up. I was told since the beginning that i could change my pickup date since i have to decide my flight date given I'm moving with ny family, including my 2 children under 2years old. I requested to change the date 1month before the pick up date and again weeks before and again 1 week before. Due to an issue with colonial lines internal communication, they didn't change the date and i had to find someone to be present at the pick up date (Mar16th) because i had to fly before the pick up date. Once pick up was done, i had no information for 4 days regarding how much extra charges i had, where my furniture was and when it would be delivered. After calling them multiple times, i was able to have the information of delivery estimate (Mar 27th) and where my furniture was (in a warehouse in ********). The business day before the Mar 27th, i had no communication and decided to call them again to confirm the delivery date. They told me that the delivery is now later than Mar 30th with no clear answer of when it's coming. Also after multiple calls, I was finally able to know that my furniture was still in the warehouse in ********. I asked to speak to a manager for clear information, but nobody wanted to transfer my call and they created a request for me to talk to management. I still don't know when my furniture is coming, and the only way for me to have any update from them is calling everyday, I need assistance to have a resolution on when my furniture will come and what kind of credit I will have from the delay and lack of communication. I have 2 children with no bedding for more than 10 days now because ************************************************* doesn't care about their customers or the impact that it has to their lives.

  Business Response

  Date: 03/30/2023

  We are writing to confirm the receipt of the complaint filed by *************************** against our company, ************************************************** **** (CVL).
  
  ****************** contracted our company to perform the relocation of his household goods from *****, ** to *********, **.
  
  We are regretful that ****************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the delays. We have confirmed with him that delivery was completed 3/28/2023. In addition, a $200.00 refund will be processed for the lack of communication during his relocation. Thank you.
  
  Sincerely,
  ************************************************** **** 

• Initial Complaint

  Date:02/14/2023

  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.

  ************************************************* are more than 2 weeks late in delivering our belongings to **. No transparency is provided about the whereabouts of our belongings and now active next steps are provided on how they will resolve the delay.

  Business Response

  Date: 02/16/2023

  
  We are writing to confirm the receipt of the complaint filed by ******************************* against our company, ************************************************** **** (CVL).
  
  **************** contracted our company to perform the relocation of her household goods from *******, ** to **********, **.
  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconveniences experienced with the delays.  She has been advised that delivery will be completed 2/16/2023. In addition, compensation for the delay will now be at $50.00 per day for each day delayed as opposed to the standard per diem of $30.00 a day per her contract. Upon delivery completion, $850.00 will be deducted from her balance due. Thank you.

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

  
  

  Customer Answer

  Date: 02/23/2023

   
  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,
  
  *******************************