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, Inc.

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

• 

  Colonial Van Lines Relocation Division LLC

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

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:10/23/2022

  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.

  Colonial has deceived me on the price per pound that I paid. Original price based on the weight alone (****** POUNDS) was $.5187/pound. When rewrite was done based on ****** was $.7827/pound. The truck weight after my goods were loaded was only ***** pounds. Under their estimate by ***** pounds! The original estimate has a line item charge of $2,854.23 for a Binding Estimate Fee. Why does this fee NOT appear on the rewrite? I believe it is so they could up the charage per pound so the Total Moving Estimates would come in close to the same amount per pound on the Totals!! Only a $.001 per pound difference. This cimpany has many ways to be deceitful on how they are charging you. Be sure, if you use them, that the price per pound is filled in. It was NOT even a line item on my original papwerwork and left blank on the rewrite. I never signed and approved the rewrite and asked them 4 times to send me a copy. I have never received a signed copy. My goods would/could not be unloaded from the truck until I paid what Colonial required so I was manipulated to pay what they said, otherwise incurring additional charges. After my goods were unloaded I received a copy of the rewrite, but NOT a signed copy. After I wrote my original complaint Colonial contacted me and offered a monetary settlement if I would give them a 5 star rating. This is against the BBB rules. If I wanted the compenation i would first have to send them a copy of the post! One more way of deceipt. This is a Bait and *************** BUYER BEWARE!

  Business Response

  Date: 10/28/2022

  
  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 she experienced and to discuss an amicable compensation.We have come to an agreed upon refund in the amount of $375.00. The necessary refund documents have been emailed to her and when signed and returned, the refund will be processed accordingly. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  ************************************************** ****
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18301928
  
  I am rejecting this response because: Colonial suggested 350 for compensation and I said 375, but after what I have uncovered regarding rate per pound difference on my original estimate and the rewrite (which I never signed/approved) I no longer believe 375 is acceptable.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/08/2022

  
  Management has been trying to reach ************ for the past few days to discuss her account.
  
  Since our 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, Inc.
  

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18301928
  
  I am rejecting this response because:  I have left phone message with them and recently did make contact.  Once again they are saying that the price per pound did not change.  I questioned them regarding the method for what they charge per pound.  

  They have now suggested that redid my original booking and did not ship all the items that were listed on the inventory and that is why the weight came in at only ***** pounds and not ****** pounds.  I made a list of everything that was to be shipped as I was told that if anything was not on the list it would not be put on the truck.  I did not delete any item but did add about 6 more boxes that I packed.  No one ever questioned what was on the list. It was also said that the item count did not match.  No one ever asked me about an item count and I watched all the items being taken out of my house and loaded onto the truck.   All I can say is that my house was empty when the movers left and the truck was unloaded to my storage unit by their contracted movers and if anyone questions the items moved or the list they are free to inventory my storage unit that has not been opened since the goods were unloaded!

  They are also saying the move booking was for "truck space" and that my charged amount was for reserved truck space.  If the charge was for truck space, and everything fit on the truck, why was it so important to weigh the truck after loading?

  Their story keeps changing.  

  I remain firm that the price per pound was changed from the first Estimate/Order for Service (****** pounds) to the last Line Haul and Service Charges (****** pounds).  On the original document there is NO line stating the price per pound or pounds listed (the attachedment has the list of items to be moved with the total weight), only "Cost of Transportation", several other charges and a Binding Estimate Fee of $2,854.23.  On the line Haul document the pounds are listed but the "amount per pound" is left blank and NO Binding Estimate Fee is there.  The strange thing is if you divide the # of pounds on each document, the amounts per pound (only) are different per pound, but the Grand Total for each, divided by the pounds being moved on each document equals $.81.  Strange, since the Binding Estimate Fee is not listed on the Line Haul document.  I believe it was added in to the weight fee on the Line Haul document so it would make the total move be at $.81 per pound!  I have attached copies of these 2 documents for your reference.  I don't understand that if the weight of the moved goods was an issue why the numbers are all out of wack!!  I am just very confused!  Bait and switch??

  $5,701.09 divided by ****** pounds = $0.5187 per pound

  $8,777.82 divided by ****** pounds = $0.7827 per pound

  Total weight on the truck after my goods were loaded was ***** pounds!!!

   

  Sincerely,

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

  Business Response

  Date: 12/21/2022

  
  ************ booked her move under a binding estimate. This means we guaranteed ************ a fixed cost at the time of delivery for the list of items she contracted us to move as long as there are no additional items added.  The weight and furniture lists are an important piece to building her estimate. They provide constraints on what can be brought.
  
  In short, ************ reserved space on our truck for a flat rate and we provided constraints to the space on the truck. Should she have used additional space,this would have been charged at the price per pound. The price per pound is listed in the Terms and Conditions in the event additional items are brought and only applies when additional items are brought. This price never changed from the original estimate to her revised estimate. This ensures that there is a secured discounted rate at the time of pick up if there are additional items added.  
  
  ************ did not bring additional items. There was no cost increase at the time of delivery.  The only change to the costs was a reduction in the cost of packing. Her last revised estimate was $9,460.56.  Her final total costs $9,276.56. We remain confused on her advising that the price per pound changed when the amount is indicated clearly on both her original and revised estimate and the final cost went down.
  
  We regret that the paperwork at the time of delivery made this difficult to understand. We understand ************ was not satisfied with the service overall which is why we have agreed to compensate her.  She originally accepted,but upon receipt of the settlement offer has decided not to accept. Unfortunately, we cannot change how her move was booked since the move is completed, but we are reissuing the offer today as we believe the amount we are compensating based on service is fair based on the services provided. The $375.00 refund offered does not expire and remains available should she change her mind in the future. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****
  

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18301928
  
  I am rejecting this response because:

  I am rejecting this response because:  I have left phone message with them and recently did make contact.  Once again they are saying that the price per pound did not change.  I questioned them regarding the method for what they charge per pound.  
  They have now suggested that redid my original booking and did not ship all the items that were listed on the inventory and that is why the weight came in at only ***** pounds and not ****** pounds.  I made a list of everything that was to be shipped as I was told that if anything was not on the list it would not be put on the truck.  I did not delete any item but did add about 6 more boxes that I packed.  No one ever questioned what was on the list. It was also said that the item count did not match.  No one ever asked me about an item count and I watched all the items being taken out of my house and loaded onto the truck.   All I can say is that my house was empty when the movers left and the truck was unloaded to my storage unit by their contracted movers and if anyone questions the items moved or the list they are free to inventory my storage unit that has not been opened since the goods were unloaded!
  They are also saying the move booking was for "truck space" and that my charged amount was for reserved truck space.  If the charge was for truck space, and everything fit on the truck, why was it so important to weigh the truck after loading?
  Their story keeps changing.  
  I remain firm that the price per pound was changed from the first Estimate/Order for Service (****** pounds) to the last Line Haul and Service Charges (****** pounds).  On the original document there is NO line stating the price per pound or pounds listed (the attachedment has the list of items to be moved with the total weight), only "Cost of Transportation", several other charges and a Binding Estimate Fee of $2,854.23.  On the line Haul document the pounds are listed but the "amount per pound" is left blank and NO Binding Estimate Fee is there.  The strange thing is if you divide the # of pounds on each document, the amounts per pound (only) are different per pound, but the Grand Total for each, divided by the pounds being moved on each document equals $.81.  Strange, since the Binding Estimate Fee is not listed on the Line Haul document.  I believe it was added in to the weight fee on the Line Haul document so it would make the total move be at $.81 per pound!  I have attached copies of these 2 documents for your reference.  I don't understand that if the weight of the moved goods was an issue why the numbers are all out of wack!!  I am just very confused!  Bait and switch??
  $5,701.09 divided by ****** pounds = $0.5187 per pound
  $8,777.82 divided by ****** pounds = $0.7827 per pound
  Total weight on the truck after my goods were loaded was ***** pounds!!!
  So the total weight "per pound " charge is different!  The other charges are due to the other items they charge for (like Boxes, steorage, etc. ) NOT the "weight of the items moved!  This is the part that I don't undserstand.  Why is the amount per pound different, if you divide the charged amount for the weighty by the Number of pounds on each document, and note that the amount per pound is left blank??????  That is where the difference is the issue!!  Also the "binding esteimate fee" is only on the original document, and NOT on the final document.  Where did it go???  Funny thing is that if you divide the totals on each document by the weight of the move it equals the same amount, but the "extra fees are pretty much the same but the estimate fee is MISSING!  The math doesnt work.  It is manipulated.  Not including weight, the other fees for boxes, storage, fees should all be there, **** the Estimate Fee is MISSING!!!  Why???
  
  *******************
  
  Sincerely,
  
  *******************
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/12/2023

  Our position remains the same. No further compensation is warranted nor will be provided. The $375.00 refund offered does not expire and remains available should she change her mind in the future. All she needs to do is return the necessary refund documents, which were emailed to her, and her refund will be promptly processed. Thank ****************************************************************************** Inc.

  
  

• Initial Complaint

  Date:10/18/2022

  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 ************************************************* to move household items for my son from ********, ** to **************. #******* End of July at which time the driver showed up, never got out of his truck to help pack, but sent in very young movers to do a job that they apparently had not been trained to do. They did not have any tools to do the job so we had to let them use ours. Long story short, we did not get the tools on the other end at delivery. They did an awful job packing, wrapping multiple wine glasses, tea glasses together, which broke during transport, dinner plates as well were not wrapped correctly. Business shirts were tossed in a box along with packing material trash. Other items just thrown on top of items causing damage. On the drop off we received a call for delivery on 8/4 but items were held hostage until payment was received. We had requested the weigh bill for military purposes and knew once we paid we would never get it so we insisted on the weigh bill before given payment. We were told as soon as payment was received, the driver was waiting and he would make delivery that day, ended up not getting the delivery until 8/7, 4 days later, leaving us in an empty house with nothing..... So overall, poor communication, damaged items, lost items, delayed delivery, stuck in a house without items for days. NOT A GOOD EXPERIENCE AT ALL. ************************************************* is well aware of these issues and I would expect some followup on how to resolve / make us whole on the items missing and damaged.

  Business Response

  Date: 10/18/2022

  This complaint is a duplicate of ********. The customer's agreed upon refund of $1,000.00 was processed to the credit card on file 10/13/2022. Thank ****************************************************************************** Inc.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18238256
  
  I am rejecting this response because:  Colonial is stating this is a duplicate move, however it is not.  I have attached the binding est which is a separate move.  We gave ************************************************* three different moves, unfortunately had issues with all of them.  They each had separate contracts. 
  
  Sincerely,
  *************************

  Business Response

  Date: 11/08/2022

  We apologize for the confusion with ******************** account and her 2nd relocation.
  

  Management has been in communication with her to apologize for the inconveniences she experienced and to discuss an amicable compensation.We have come to an agreed upon refund in the amount of $600.00. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18238256
  
  I am rejecting this response because:  I have not received the accepted reimbursement amount and the last case took them over a month and I had to reach back out in order to get the settlement.  So I am not willing to agree to anything until I have received what we agreed upon.  Colonial is bad about follow-through.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/27/2022

  The agent has confirmed the refund check was sent to her in November. We have been unable to reach **************** for confirmation of check having been received. Thank ****************************************************************************** Inc.