Complaints

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:05/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Some of my things were not delivered . I tried reaching out several times , concerning items and due to having a stroke was not able to claim . It ha been a year since but do to my stroke I was unable . The company people were rude , I paid over $8,000 and no justification on their part ??I am missing a bag full of journals ,13inch tv , dresser , pink chair , pillows , blankets , shoes , boots , clothes , car papers etc

• Initial Complaint

  Date:04/03/2023

  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 was lied to from the start from ************************* and was paying for what he called VIP Service meaning my household items, etc would be loaded on ONE truck and driven ******* miles to my other home to avoid 'handling' of my things to avoid damage, etc. THIS DID NOT HAPPEN. My things were loaded on a small truck, send to two different warehouses and when things started to arrive at my new home, things were destroyed, broken, dropped on corners and several pieces are still missing. They are super slick and fast to collect that direct withdrawal from your bank account only because you cannot reverse it. They have now pretended the company has been sold and is now located in ******, *******...but they are still ripping off anyone from Anywhere, ***. When my things were delivered to my new home, the drivers demanded an additional 3 times what I was quoted or they would not open the truck. The driver/movers also told me "hey man, sorry you were ripped off by First Rate, I don't know how they are still in business...this happens everyday with these guys"

  Business Response

  Date: 04/10/2023

  Job#: Y7995298
  
  Complaint ID: *********
  
  To Whom It May ****************** appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 12/20/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $2,298.59 to secure a position on our calendar.  Same goes for Job# Y7994879 for $1,298.32 on 12/11/2022.  (Attached is a copy of the signed Binding Moving Estimates.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services (shuttle fee), additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  As per the esigned Binding Moving Estimate, First Rate Van Lines is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  ******************** Team has provided the Customer with the proper claims information for the Carrier.  ******************** Team will continue to assist where they can throughout the process.
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19890629
  
  I am rejecting this response because: This is a typical scam response...Yes, we are (read the MANY reviews and complaints against this company) basically forced to 'make the deposit and sign today to reserve the spot...otherwise you are quoted weeks out and are not (in my case) guaranteed VIP Service. The GUARANTEED service I was offered along the way from the start was "my things would be packed into one truck (handled once) immediately driven over to **** (404 miles) and then unloaded "to prevent any sort of extra handling and damages that could be caused by multiple moving of things." The four conversations that I have recorded are ************************* telling me "you don't need extra insurance, this is a one load, one unload and you will be at both ends of pickup and delivery so you can watch how they handle your things." ************************* also pitched that the moving company selected was "Alpha Movers" (which is out of ********** and has a five star rating...he even suggested "I look them up" which I did however, the people sent to my home in ********* were ************* Services, LLC' out of ********* and had 1 star ratings and MANY complaints against them. ************************* also several times told me "I put you in as a VIP so you won't be getting guys from the ********** Parking lots, these are full service top rated moving companies that we use...QUITE THE OPPOSITE. One of the packers who picked up my things in ********* also told me that he had only been with the company for four days.

  ************************* also checked the *** listing on my home in ********* and complimented me several times on how "nice my things were" and "what great taste I had." 

  I knew things were going sideways when their then CFO, **** phoned me and told me "they would pad the bill since it was a relocation expense" and "I could make a few thousand dollars from my company" I declined the offer and told him "just please get my things there safely and in the condition they were when picked up" and continued to explain 'I was promised a pack, drive the 404 miles and unpack' and I would be at both locations to witness how they handles my things. 

  It is not so much of getting a refund however, that is what I think is fair...this company is a con game...It takes your money, throws the job out to some low rated, inexperienced, fly by night moving company and then steps away from any liability...reminding you every time you are able to speak to them "you signed the BINDING contract." The VERY reason the Attorney General in ******* (and others) are looking into these type of con artist companies. I will assume this is why they now have an ******* 'office' and no longer list ******* as their 'corporate office.' If these many complaints filed against this (and other companies like this) can protect the next person who is preyed on by this company, I would feel better that I helped someone. I will assume they will not ***** any kind of refund and just keep spewing their lies and manipulation tactics of '******* to save your spot' when there is no spot to be saved...Hence the very reason the jobs are basically given to the LOWEST of LOWS of moving companies who may or may not even be licensed. I would like to see some responses of people who are satisfied with this company and the way their job/move was handled, they feel good about paying the amount they paid and their things arrived in great shape at their new location...Correct, there are ZERO. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/11/2023

  In response to the preceding appeal we would like to provide the following;
  Unless customer can provide additional information our company stands by our previous assertion and will not be providing a refund in any form.
  Thank you for your time and attention to this matter.
  First Rate Van Lines
  
  

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19890629
  
   am rejecting this response because: First Rate Rip Off does nothing but rip people off, period. They set up ghetto style moving services and as the 'mover' we trust that they are going to stand behind their commitment and word...they do not. They immediately take 'deposits' that are to 'secure a spot' for your move and they have zero idea where they are going to shop/broker that job out to. They then find the absolute cheapest ghetto companies to show up at your home to move you. Once they are standing in your driveway, they tell you "first rate sold us your job and ripped you off" YOU CAN CALL A MOVING COMPANY YOURSELF and get a more solid commitment from them instead of the thousands of dollars that do not get you ANYTHING. They have ZERO follow though and when something goes wrong, they go radio silent. READ THE REVIEWS and don't fall for anyone within the company (in my case **** (sales) and **** (CFO) telling me that my things would be handled ONE time to avoid any damage or 'mishaps' ************************* is a pathological liar and will tell you anything to get a sale. Once the deposits have been made out of your account (they demand immediately) YOU WILL OWE THOUSANDS OF DOLLARS TO THE MOVERS IN YOUR DRIVEWAY..."because your load weight is ten times what you were quoted."
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/06/2023

  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.

  2/24 movers arrived to move me from ** to **. The movers said that I was underquoted and said that they wouldnt move me for the rate given. I didnt have any additional items that should have caused the quote to increase. The movers have their own rates so the quote wasnt useful. Because it was moving day you get backed into a corner with no other options or a way to get your deposit back. My initial quote was ****. I was charged ****. Ref number Y7996525. There was very little help from customer service and what it seems like is that they are running biggest scam. They are brokers and their quotes dont line up with what they are outsourcing to movers

  Business Response

  Date: 03/14/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 2/5/2023 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $696.27 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services (shuttle fee), additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estiamte. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  The Customer had additional cubic feet onsite. 
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  
  

• Initial Complaint

  Date:03/02/2023

  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.

  This company lied to me and refuses to return almost $700 which they took from me. They told me that a deposit would not be charged if I canceled within 48 hours which I did. I was not ready to book their services. They pushed and pushed and told me they would take nothing from my account if I canceled within 48 hours which I did. They record their phone calls so it should be recorded. They should not be allowed to tell you one thing and then put something different on a contract. The person's name who booked this and lied to me is ****. They will not let me speak with an owner of the company. They booked a move for me with another company after I canceled. They are a scam operation. I am a single senior citizen and they took my money and refuse to return it. Please, please help me.

  Business Response

  Date: 03/09/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 2/21/2023 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $687.17 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services (shuttle fee), additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  The Customer esinged the Binding Moving Estimate on 6/21/2023 and in the Binding Moving Estimate it states that the payment is non refundable but that the Customer is entitled to receive a credit of their deposit for future interstate moving services to be used by the account holder within a 12 month period from the date of cancelation.
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  
  

• Initial Complaint

  Date:02/11/2023

  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.

  This company First Rate Van Lines operates like a scam call center. They will give you a favorable price to book with them and collect a deposit. This deposit is "Non-refundable" based on a percentage of your total quoted price. The actual estimated price has no real meaning since the contracted company actually makes the real price when they arrive based on their own pricing.I was quoted $2300 from First Rate Van Lines with full description on size and weights. Contract movers show up in a small moving truck, and tell me the space for the pick is above the cab. That space couldn't be more than 4'x6'x4' which is way smaller than my agreed 6'x10'x6'. The contract movers say they showed up in a small truck because an 18 ******* won't fit, which is false. It could be parked in the drive way or along my house on the road. I have had deliveries and movers like others on the street. Then inform me of a "bulk" fee for weights and other items which was listed in the items with First Rate Van Lines. "Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate."The new contract they're pushing was $4500 to pick up my stuff and get it **********. Then I would have to go through this process again with fees and charges upon delivery. I chose First Rate Van Lines as "Veteran Owned" moving company as they played out on the phone. They sweet talk you to take your money at a vulnerable time. Then hold you hostage with options to pay a lot more, lose your stuff to be charged holding fees, or cancel and lose money. It is extremely predatory and dishonest. FIRST RATE SCAM LINES - DO NOT GIVE THEM BUSINESS.A few other lies ****** told me "We pride our selves on Communication, ************************** in helping you"This is all false, They have bad communication, they are dishonest with no integrity, and rude customer service.

  Business Response

  Date: 02/18/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 12/29/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $781.35 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services (shuttle fee), additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  The Customer canceled their move with the Carrier which is considered to be an onsite refusal.  The Customer didnt agree to pay for the additional cubic feet that their household goods would take up on the truck, bulky fee, and shuttle fee.  These additional fees are mentioned in the esigned Binding Moving Estimate as well.  Due to the Customer refusing pickup the deposit is forfeited.
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  
  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19390059
  
  I am rejecting this response because:
  
  This is half accurate, but they are able to slide through the contract by not taking any accountability, lying, and being predatory. It is an extremely dishonest business they run, as what they sell themselves on the phone as or online as. Also they never contacted me about arriving in a shuttle truck, the showed up in one and then tried to charge me the shuttle fee, saying they didn't have an 18 ******* truck. After speaking with First Rate Van Lines - they told me it's up to the drivers discretion and if they don't want to come pick up then they can use the shuttle. I live on a residential street that has plenty of room for semi trucks or anything to park, especially in front of my house. Also they space they told me I would have is 6x6x10, but when the shuttle showed up they told me I had the small area above the cab is which wouldn't even fit my entertainment center because the it looked only about 3 feet tall. First Rate Vane Lines says again the space is not up to them and the moving company can do whatever they see fit and they can place my stuff in the truck as they want.
  
  It is all dishonestly for what they sell, because on the contract they can promise and say anything be aren't held accountable. It's how they can come up with fake numbers as "estimates" which they say is the quote on the phone and will even tell you if you are over in space it won't matter unless its huge items. They try to come off as this great and helpful company to get your business for the deposit. You will never get a deposit back, best they due is hold it for up to 12 months to go with them again... its bonkers.
  They are a complete scam on what they are selling to the consumer, it isn't one bit accurate, and the second you have an issue with anything you will notice how the nice facade fades away, they become aggressive and angry.
  
  You can easily look at their grade on BBB and read the reviews to all similar issues, along with reading reviews on other sites to see how this company operates and it isn't with integrity or honesty. Also don't buy into the whole "We are a *************** trying to help people pitch" like I did, its all just a show .
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/27/2023

  In response to the preceding appeal we would like to provide the following;
  Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19390059
  
  I am rejecting this response because:
  
  What other proof needs to be said, I have supplied pictures and the contract. You should have the calls recorded? The whole contract was a lie and a scam, preying on people in vulnerable times. There are numerous complaints all detailing the same practices. What I was told by by the booking agent and by the ** employee were both lies. I was told you were a moving company and provide white glove service. I listed out all my my items, along with asking questions about dimensions and weights. I was told I would have a 6" L x 6" W x 10" H. This was not even close to the case as you can see in the pictures of what looked to be a small box truck driven to my place, and they tell me i have the small space above the cab.
  The company chose not to bring the 18 *******, and decided to try charge me an extra $300 for a shuttle fee, telling me I should be happy its only $300 and they are giving me a break. They told me they didn't have a 18 ******* ready, then the story changed to they have one but it is idling? Idling where, back in ********** where they were from? They they told me the original quote was wrong, and First Rate Van Lines doesn't actually know the price. They tried to push me into buying more space than what was necessary saying they can't fit the items into the space they chose. Then they say there are going to be more fees for larger items and heavy items. From the original quote of $2300 they are now asking $5000, or telling me they will not take my items. Then came to negotiating prices with the "boss" who would give me a break on the shuttle, and another $100 dollars off the price of the extra $2700 dollars they were trying to extort me for.
  They refused to honor the contract, they refused to take my items unless I paid them what they wanted, they refused to give me a refund on the bogus claims they made.
  
  I was lied to, then they tried to be taken advantage of because they knew I had to move that day for my job.
  I am entitled to my refund, because I did not break the contract or refuse service. This is abusing customers and trying to take advantage of people, then claiming no accountability and keeping the down payment.
  
  I expect a refund back to the original payment method being my bank.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/11/2023

  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.

  For moving job # BR4726137-R1 with pickup date 1/30/2023 and delivery date 2/9/2023. The movers solicited payment for moving services using deceptive practices. ***************************** of First Rate Van Lines represented that his company was the moving company that would provide services, first quoting an amount of about $2000 for an interstate move. He misrepresented the basis on which the quoted amount was calculated, saying at first it was based on the number of items. A few weeks later, after accepting a non- refundable deposit by ACH of about $850, he raised his quote to about $5300, claiming now that this new quote was based on item volume, but guaranteed that that amount would be the maximum amount I would pay because in his many years of experience, 700 sq ft would be the maximum space I would need on a truck. Relying on his statements, I provided additional payment in the amount of about $1800. ***************************** also guaranteed insurance coverage upwards of $300,000 for the move, explaining in detail the insurance claim process and affirming that the insurance was included in his quoted price. On moving day, rather than first rate van lines, another moving company, ***************************** showed up and after doing a quick scan of the items in my home, provided a new quote of near $10,000. They then began loading their truck and advised they would not load the truck more than the amount I was willing to pay, arbitrarily assigning prices to certain items, and forcing us to leave behind and discard nearly half of the items originally a part of the guaranteed quote. As a result of having to do so, the landlord was forced to discard any remaining items and kept my security deposit of nearly $4000. In addition, they provided us with a contract with the insurance provision crossed out, telling us that notwithstanding what ***************************** told us, we would not be entitled to that insurance, and that we had no option of getting that insurance as their offices were closed. During the moving process, the movers placed me in a situation where I had to choose between furnishing payment or (as the movers threatened) have my things thrown out into the street and upend our lives to overhaul a nightmare move (I had for instance already driven one day to our destination to meet my wife and child who would be flying in on a certain date). Movers understand these situations make consumers vulnerable to deception. Moreover, when the movers arrived with some of my belongings, they would not allow me or my wife to verify if all items had arrived before I submitted payment and continued to rush us claiming that they needed to either hurry to get home or hurry to the next job and did not have time for any delay. This constant rush and pressure to quickly sign contracts and send payment prevents consumers from identifying the ways in which they are being taken advantage. Further, I understand that they only take ACH payments, cash, *****, and similar methods of payment that are impossible to dispute with the bank. Ultimately, the movers did not deliver to me many of my most expensive items. A few of those items were clearly selectively chosen and apparently stolen. For example, the movers conveniently lost every item packaged in its original box, including a brand new box of sneakers, a $400 massage therapy equipment, and $2500 four piece surround sound stereo set which was packaged separately and conveniently all missing from what was delivered. Other items were damaged on delivery like a $2000 water purification machine and a $2000 specialty bed and hard mattress.

  Business Response

  Date: 02/19/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 1/15/2023 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $847.83 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services (shuttle fee), additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  As per the esigned Binding Moving Estimate, First Rate Van Lines is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  The Binding Moving Estimate also states, At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only.  ******************** Team has provided the Customer with the proper claims information for the Carrier.  
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19390106
  
  I am rejecting this response because: the business has chosen not to address any of my complaints and has not offered any form of compensation.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/27/2023

  In response to the preceding appeal we would like to provide the following;
  Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form.
  Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19390106
  
  I am rejecting this response because: the company has chosen not to resolve any of my complaints and has not addressed any of the verbal misrepresentations and guarantees it furnished to solicit my business. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/25/2023

  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.

  Responding to my general internet request for bids for my one way move from ***** to *****), First Rate Van Lines representative, **************************** gave me a quote (e.g., I had to immediately put down a non refundable $626.94 deposit) of $1654.51. On 1/19, I receive an email that my pick up is equally as likely to be 1/24/ OR 1/25 (despite being told that the backup date was required by law in the event of an extraordinary event like a snow storm or truck break down). To get the guaranteed date of 1/24, First Rate Van Lines requires me to pay an additional $300. Upon arrival in Brooklyn, I am presented with new paperwork from Top Rated Moving Vanlines out of *******, ** who now tell me that my move will cost $3077.86 and the movers will not touch any items without getting a check for $1,075.46 and signing a contract that they will be given an additional $1,075.46 IN CASH the next day before they unload. *****, the dispatcher from Top Rated ********************************* promises me that she will call me during the morning of 1/25 to alert me when on 1/25 the delivery will take place (*********************** (the mover) also represented my delivery would be on 1/25. Further, ****** refused to move my items unless I agreed to sign a contract, which purports to have no recourse should my items be damaged. I was told to list my special items on a list over which the mover would use care, when I said I wanted them to exercise care for all items, ****** said I had no choice. At 1:00 p.m. today (1/25), I called *****, asking where my stuff was and why she hadnt called me, she first called to another person who said they had but it went to voicemail, I explained that was not possible as it was a cell phone and there was no record anyone called. ***** then said that my items would arrive sometime after tomorrow. When I protested and asked her to narrow it down as **** was sometime after tomorrow, she said she promised to call me tomorrow to give me a more precise time. Please help.

  Business Response

  Date: 02/04/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 1/9/2023 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $626.94 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  The Customer can call into our *************************** and they can assist the Customer in getting a delivery update.
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  
  

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18897044
  
  I am rejecting this response because:
  
  Sincerely,
  
  Megan Hills

• Initial Complaint

  Date:01/02/2023

  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.

  JOB #: Y7994995 *********** is accusing me of refusing service. I did not refuse service and the driver left the site without telling me, I was notified by the on site manager of the storage facility who assured me their truck would fit onto the dock even though your driver said they would have to charge me to rent a smaller truck. I have been calling over and over again and get no answer. I was on the phone with their customer service ***** and she was telling me that the driver had said there was no one there to sign and that it meant refusal or cancellation on my end, but I was sold this package on Dec 6th by *****************************, than they started using weight of the truck as an excuse why I would have to pay for a smaller truck, than it was height of the truck, than it was because I wasn't there again even though they agreed the onsite manager could sign . The driver was also extremely aggressive with me from the first call, which I asked to speak to a manager and notified them about that and the truck that the driver said wouldn't fit. Now the unit I had rented and the move in I had scheduled with my building is going to have to be cancelled at my expense along with my deposit from First Rate Van Lines because they claimed I refused service which I did not and just spoke with their customer service manager about the same thing. She also assured me in the beginning she would have felt the same way, but could not explain why the manager or dispatch did not return my call, contact the manager of the facility or the driver. I called multiple times and left voicemails with no response, sent emails no response. They are doing anything in their power to drive the price way up while taking advantage of me not being there and keeping my deposit. Its been really difficult with so many plans in place to except this delivery on January 5th and because their manager did not call me back or answer the phone nor the driver or dispatch they want to keep my deposit. The manager of the building ******* ( Extra Space Storage ) was witness to this whole thing and even said " they didn't even come on property to see the unit ). In the contract it states I was to receive a written estimate upon re-evaluation if additional services like a truck or extra cubic feet were added, which I was also never provided.

  Business Response

  Date: 01/16/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 12/6/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $593.90 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  The Customer refused service by refusing to pay the additional fee needed for the use of Long Carry and a Shuttle.  The Binding Moving Estimate also states, Long carry: First 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet. and **************** If a semi-trailer cannot get reasonably close to a building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.  The Carrier was honoring the Hollywood City Ordinance that states that no semi can be on the 2nd level of a storage unit.
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  
  
  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18673228
  
  I am rejecting this response because: I never refused service, this is the whole reason for the complaint, I spoke with a manager who said they were going to talk to the driver and call me back. After 30 minutes of no call back I contacted all parties with no response. I then called the storage facility and spoke with their on site manager who said they left 30 minutes prior. They were the ones who cancelled not myself. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/26/2023

  The Customer did refuse service by refusing to pay the additional fee needed for the use of Long Carry and a Shuttle.  The Binding Moving Estimate, that the Customer esigned, also states, Long carry: First 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet. and **************** If a semi-trailer cannot get reasonably close to a building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.  The Carrier was honoring the Hollywood City Ordinance that states that no semi can be on the 2nd level of a storage unit.  When pickup is refused by the Customer for any reason, the deposit is forfeited. 
  

  Thank you for your time and attention to this matter.
  
  First Rate Van Lines LLC

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18673228
  
  I am rejecting this response because: 

  First of all it does not say in the city ordinance any such thing and the storage facility prides itself on the fact that it can accommodate large moving trucks. See attached photo. More importantly, I was the one who called and ask for a manager when I was told the extra charges ( again never cancelled ) and in the moving companies contract it says if they are going to change my rate at the move on site they have to provide me with a written amount of the cost which I have to sign before hand and not to let them move anything until this is done. I was never given any kind of formal written estimate or even a mention that one would be provided or that I needed to sign for anything. Please see attached contract.  
  the storage facility ( ******************************************************************* can also validate my story in its entirety. Also please see below there is no such city ordinance

   

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

• Initial Complaint

  Date:12/21/2022

  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.

  My fiance was seeking out moving companies after being quoted $7,000 with pods. This company called him because he put his info in on some websites inquiring about prices. My fiance told ******** (the guy who called) that pods quoted us **** and the response was "that's insane, we can get you a better rate!" I gave the exact dimensions of all my belongings and also let him know the size of my two pods for reference. He quoted us $*****. The following day my fiance called to make sure this was legit because the price seemed too good to be true. ******** confirmed "yes, it will be ***** as long as you don't add anything else." Moving day arrives and after waiting til 3pm, we call the company and are told the movers needs to change to tomorrow. Following day comes and the movers let us know how much space we were given in the truck (there were lines on the wall where sqft were marked) and that for every line over would be an extra $200. The moving truck based the sqft off of the height, not length, so of course my belongings went far past the amount I was given. By the end of this all, we ended up having to pay $9,227....almost 3 times as much as we were quoted! Also, a large amount of my belongings were broken and cannot be replaced because they were my parent's who've passed away. The movers also somehow broke a bureau drawer and probably hoped I wouldn't notice because it was placed towards the back of the garage (we're keeping our belongings in my fiance's parent's garage until our house is ready for move in), and they had the broken side facing the back. I also have noticed multiple items of mine have been stolen. I called the company and also emailed them a few weeks back letting them know what happened and got no response. I am so upset and disgusted with this company.

  Business Response

  Date: 01/03/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to your complaint we would like to address the following:
  On 3/4/2021 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,628.85 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that First Rate Van Lines is a properly licensed interstate Broker.  First Rate Van Lines is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, First Rate Van Lines is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to any type of unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded that the Customer is not entitled to a refund as we have executed our end of the Estimate. As stated above the Binding Moving Estimate, that the Customer esigned, clearly states that we are a Broker.  The additional cost was due to additional cubic feet onsite at pickup.  The Customer called in on 6/11/2021 and our **************** Team provided them with the proper claims information needed to file a claim with the Carrier.  If the Customer wants the Bill ** Lading reviewed with them they are able to call into our **************** team.
  Thank you for your time and attention to this matter.
  Thank you,
  First Rate Van Lines LLC
  
  

• Initial Complaint

  Date:12/18/2022

  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.

  THESE GRIMY SCUM BLACKMAIL AND PREY ON THE ELDERLY AND THE BBB IS DOING NOTHING TO STOP THEM! EVERY POST IS THE SAME! THEY LURE YOU IN, DEMAND MORE MONEY, THEN POST BS ABOUT HOLDING NO RESPONSIBILITY AND THEY ARE ONLY A BROKER, AND BLAH, BLAH, BLAH. AND THE EXCUSE IS THAT THE CUSTOMER DIDN'T ANSWER THE ***** SO NO REFUND, BLAH, BLAH, BLAH. SO MR. ******* FROM THE COMPANY, DON'T RESPOND TO THIS POST BECAUSE WHETHER YOUR LITTLE CONTRACT IS BINDING OR NOT, YOU WILL REAP WHAT YOU SOW! SCUM OF THE ****** ALL MY MOTHER'S BELONGINGS AND MY FATHER'S (RIP) AND OVER 6500$ WAS STOLEN BY A SCUM WITH A CONTRACT.

  Business Response

  Date: 12/19/2022

  We are unable to respond to this complaint as the name listed on the complaint doesn't have a file/job booked with us. 

  In order to respond to the complaint we would need the person's name that is listed on the Binding Moving Estimate.

  Thank you,

  First Rate Van Lines