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:07/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Colonial to move me from ***********, **** to *********, **. I set up the service with their representative ****** ********* via phone. He told me that TN laws would not permit the large moving truck to park in the parking area for my townhome I was moving to, and that a shuttle service would need to be used. He described this as follows: The moving truck would park somewhere offsite, then use a smaller truck to shuttle my belongings to my apartment. When the truck arrived, 6 days past the due date, it came directly to my apartment, no shuttle was used. I have included pictures of the truck parked in my lot. I asked the driver (subcontracted from ************ in ******, **) if this was a shuttle. He had never heard of this. He had all my household belongings on the truck and one more household as well. I emailed my Colonial account person, Carmellia, and she turned this over to her manager. She was very helpful and was able to get them to offer $180 refund for their late delivery, but no refund for the shuttle that AGAIN, was not used. I was charged $483 for this shuttle service and I want a refund since no shuttle was used. I again tried calling customer service on 7-16-25 and Gabby said she would have Carmillia call me back. However, someone else, whose name I could not understand, called me back and said a shuttle was used because it was a smaller truck. This is not how a shuttle is defined in Colonial's contract or within the moving industry. I have not signed to receive the $180 refund because I would be agreeing to not pursue anything further. Both my daughter, ***** ******* and I have tried emailing colonial 2 more times to get this issue resolved but we have gotten no response. In summary, I am requesting both the $180 late fees and $483 shuttle fees to be refunded for a total of $663. The contract, emails and moving truck pictures are attached.

  Business Response

  Date: 07/29/2025

  We are writing to confirm receipt of the complaint filed by ***** ***** against our company, **************************** (CVL).
  

  Ms. ***** contracted our company to perform the relocation of her household goods from *********** ** to ************* We are regretful that Ms. ***** did not have a pleasant moving experience.Management has been in communication with her to apologize for the inconvenience experienced. Please note, the standard mode of transportation in the moving industry when performing interstate moves is the 18-******* (semi-tractor trailer). If this size truck is not accessible to the location, then a smaller truck is used; typically, a 26-foot truck. When reviewing the photo provided by Ms. ***** this was the size truck that was used to deliver her household goods. The service is not about the "transfer of trucks" but more about "accessibility". The charges are valid, and no refund is warranted. (please see attached, Section D.)

  However, to appease the customer, we will not only extend the compensation for the delay of delivery but also will add an additional $200.00 to bring this matter to a resolve. The customer will receive a revised document including the total of $380.00. Once this document has been signed and returned to our office, the funds will be allocated appropriately.

  
  Sincerely,
  Colonial Van Lines

  Customer Answer

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My move was scheduled for June 30 between 8 AM12 PM. No one contacted me until I followed up at 11:25 AM only then was I told the driver was delayed and would arrive between 124 PM. I had a hard stop at 4 PM to leave for the airport. The driver later informed me the real reason for the delay: dispatch failed to reserve a U-Haul and didnt start searching until after 9 AMthe morning of the move. They found one in **********, forcing the driver into a series of delays before even heading to ********. He arrived at 5 PM, and his support didnt arrive until 5:40 PMwell outside the scheduled windows.I was repeatedly given conflicting updates, placed on hold, and didnt hear from a manager until 48 hours later. I had previously informed ***** ******* I couldnt receive my items in ********** before July 5. She quoted a delivery window of July 115 but then said Id be charged a holding fee to delay deliverydespite Colonial never being able to meet the earlier end of that window. Only after pushback was the fee waived.The driver also shared they had stops in *********** and ************* before even heading to ************* a July 1 delivery logistically impossible. My items finally arrived July 12. The 8 AM12 PM window came and went. At 11 AM, the driver called saying he had a tire blowout. He arrived at 3 PM. My items were covered in black dirt, debris, and pet hair.Worse, during pickup the movers removed the legs from my dining table and upon delivery offered no tools or solution to reattach them. Despite my load being ***** lbs under the estimate, Colonial tried to charge the full binding price until I pointed out their contract. I escalated all of this to company leadership (**** *******, ******** *******, ******** *******, **** **********, ******* ********, ****** *****, Hana ***** no one responded. Colonial Van Lines should not be in business. What they promise is professionalism. What they deliver is confusion, stress, and dirtliterally.

  Business Response

  Date: 07/23/2025

  We are writing to confirm receipt of the complaint filed by ******* ****** against our company, **************************** (CVL).
  
  Ms. ****** contracted our company to perform the relocation of her household goods from ******** ** to ********** AL.
  
  We are regretful that Ms. ****** did not have a pleasant moving experience.Management has been in communication with her to apologize for the inconvenience experienced. While we aim to deliver the household goods within the specified window, we are not able to predict unforeseen circumstances that may arise while the truck is in transit, therefore leading to a delay. Per the contractual agreement the customer signed, a predetermined per diem of up to $30 a day for each day delayed would be deducted from the balance. Our records show the shipment was delivered on July 12th. Based on the contract, the customer would be entitled to a maximum of $60.00 for the 2-day delay. However, to appease the customer she received a total of $250.00 deducted from the total cost of her move.

  Furthermore, in relation to the delivery window. The total distance between the two states was only 970 miles. Per regulations, the movers can driver up to 500 miles per day. The shipment was secured on June 30th, that being said, the earliest we could have delivered the shipment would have been on July 1st, the first day of the delivery spread. Ms. ****** originally notified our office that she could not accept delivery until July 5th, based on aforementioned, the charges for storage/holding fee would have been warranted. 

  Lastly, Ms. ****** came into a contractual agreement that was a Binding Estimate. That means, even if the weight came in less, she signed and agreed to pay a minimum of $3,384.41 for a minimum weight of ***** pounds. Although Ms. ****** weight came in less, she would still be required to remit payment for the minimum total cost of $3,384.41. However, yet again to appease the customer, CVL made a significant provision in the policy and lowered the weight to the two-thousand pounds minimum.

  As a final attempt to appease the customer for the overall inconvenience, CVL is willing to extend a good faith gesture of $300, this will include damages, etc. The necessary document will be forward to the customer for signing. Once received the funds will be disbursed back to the credit card.

  
  Sincerely,
  Colonial Van Lines

  Customer Answer

  Date: 07/24/2025

  I would like to accept the companys good faith gesture of $300, but I am fearful of closing out the claim before the payment is received. I have not received any forms to accept the payment. The company has shown a lack of integrity and I want to receive the payment before closing out. Please advise on how I should proceed. 

  Customer Answer

  Date: 07/24/2025

  I just received ******************************* Full and Final Settlement Agreement but it is also includes a Confidentiality Agreement. I am declining to sign a Confidentiality Agreement for $300. I will only sign a Full and Final Agreement and a Release of Liability Agreement. But I refuse to sign a Confidentiality Agreement for $300. I will consider signing for $1500.

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23629333
  
  I am rejecting this response because: I decline to sign a confidentiality agreement for $300. I will only sign a full and final settlement agreement and a release of liability agreement for $300, but not a confidentiality agreement. I will consider signing a confidentiality agreement for $1500. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/29/2025

  As previously cited, Colonial Van Lines made a significant provision in the contract that Ms. ****** agreed to by extending more compensation that was contractually warranted. Prior to any additional funds being rendered, the document must be signed and returned to our office. No further compensation is contractually warranted to the customer. Funds currently being extended serves primary as a good faith gesture.

  Thank you for your attention in this matter.

   

   

  Customer Answer

  Date: 08/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have signed the agreement and expect to receive my $300 refund within the next 15 days.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our move from ***********, **, to ******, ******** through Colonial Van Lines but executed by its subcontractor ************ Movershas been marred by broken promises and silence. ************ collected our goods on 26 June and assured delivery on 28 June; instead, the shipment never left *****, and each revised window (45 July, then 910 July, then ***** July, now 1415 July) has slipped without notice. As of today, 11 July, we still have no belongings, no accountability, and virtually no direct communication from the carrieronly sporadic updates from Colonials representative, *******, whose efforts are the sole bright spot. This two-week ordeal of misinformation and delay is unacceptable. We've been offered $100 for each day that our belongings are outside of the delivery window and at this point, my wife and I are considering hiring an attorney as we are not even certain that ****************** has our belongings or if they are actually still in ***** or God knows where. We urge Colonial to reevaluate its partnership with ******************* so future customers are not subjected to similar treatment. We urge Colonial to actually do a better job in terms of transparency and keeping customers in the loop.

  Business Response

  Date: 07/14/2025

  We are writing to confirm receipt of the complaint filed by ***** ******* against our company, ***************************. (CVL).
  
  Mr. ******* contracted our company to perform the relocation of his household goods from *********** ** to ************
  
  We are regretful that Mr. ******* did not have a pleasant moving experience. While we aim to deliver the household goods within the specified window, we are not able to predict unforeseen circumstances that may arise while the truck is in transit, therefore leading to a delay. Per the contractual agreement the customer signed, a predetermined per diem of up to $30 a day for each day delayed would be deducted from the balance. Based on the contract, the customer would be entitled to a maximum of $150.00 for the 5-day delay. However, to appease the customer he was offered $100.00 a day, which is a substantial provision in CVL.

  Sincerely,
  Colonial Van Lines

  
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Colonial Van Lines Nature of Complaint: Misleading Delivery Timeline, Breach of Contract, and ************ Total payment: $3844.94 Colonial Van Lines has failed to call back or follow up.I contracted Colonial Van Lines to handle my move from ***********, ** to ***********, **. I was quoted by ***** *****, who explicitly promised delivery of my belongings within two weeks. Based on that assurance, my items were collected on May 24, 2025. Despite this, my belongings were not delivered until June 29, 2025 over five weeks later. My account manager, ******* ******, failed to provide accurate or helpful updates. I independently tracked my shipment using my AirTag and discovered my belongings were stored in ********* for a week, sent in the wrong direction to ******** (2 weeks), rerouted through *********, *****, ******, and **********, before finally reaching ************This route made no logistical sense and was never communicated to me. Colonial outsourced my move to JR ******* who were unresponsive and unprofessional. When I called to escalate, I was refused contact with a driver. I was also forced to pay upon delivery. The movers told me they were only assigned my job two days before delivery. This experience was not only a breach of contract, it was also negligent and damaging. I had no access to my mattress, clothes, or furniture for over a month. Colonial Van Lines failed to uphold the agreement and showed blatant disregard for my time, money, and wellbeing.Desired Resolution:I am seeking a full refund and a formal acknowledgment of the mishandling of my move. If this is not resolved, I will consider taking legal action and filing complaints with other consumer protection agencies.

  Business Response

  Date: 07/11/2025

  We are writing to confirm receipt of the complaint filed by ******* **** against our company, **************************** (CVL).
  
  Ms. **** contracted our company to perform the relocation of her household goods from *********** ** to ***************
  
  We are regretful that Ms. **** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience experienced. While we aim to deliver the household goods within the specified window, we are not able to predict unforeseen circumstances that may arise while the truck is in transit, therefore leading to a delay. Ms. **** did not purchase exclusive rights to the truck which would have allowed a direct delivery. Instead, the shipment was consolidated with other household goods to where pickup and deliveries were made along the route to CA.
  Per the contractual agreement the customer signed, a predetermined per diem of up to $30.00 a day for each day delayed would be deducted from the balance. Our records show the shipment was delivered on June *******. Based on the contract, the customer would be entitled to a maximum of $630.00 for the 21-day delay. However, to appease the customer, CVL made a significant provision in policy and deducted $1,000.00 from the balance due at the time of delivery. 
  There was a delay in the delivery of the shipment, however the household goods were transported from ** to CA as contracted. A service was fulfilled; therefore, no refund is warranted.
  Sincerely,
  Colonial Van Lines

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23581350
  
  I am rejecting this response because: As the previous receipts show, I was initially quoted for $3,893.25. In total I paid $3,844.94. You claim I received $1000 off but this is not reflected in the payments that were issued. I am not satisfied with this claim. I am requesting a refund.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/15/2025

  Ms. **** is correct in stating that her original estimate was $3,893.25. However, on May *******, she spoke with the ***************** personnel, **** ****** and revised the inventory to include additional items/weight. As such, the total cost of the move increased to $4,782.93. The increase in the inventory called for the submission of an additional $551.67. At the time of pickup, Ms. **** required additional packing services, thus increasing the total cost of the move to $4,844.93. Ms. **** confirmed altogether she only paid a total of $3,844.94. Therefore, the $1,000.00 was indeed deducted from the balance prior to the delivery. 

  No additional compensation is warranted as significant provisions in policy have already been made to appease the customer.

• Initial Complaint

  Date:07/08/2025

  Type:Order 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.

  Hired to move from ** to ********** gave quote & required signatures. Got my information incorrect & still did not correct after multiple requests. This company contracts out thier work & charges exorbitantly after initial quote. Once movers arrived, was charged even more for extra supplies to include $31 & $41 just for a cardboard box, but I was stuck & had to sign off. I have been taken advantage of and they gave a window of delivery of July 3 - 9 now July 11/12. Despite my multiple calls & attempts to speak to management they are very rude, vague and take thier time to respond or do not respond at all. I had to take out a loan after taking out a moving loan just to cover the almost $3000.00 additional charges. Everything up to the point of loading the truck was an *************** gaslit me saying I signed the quotes holding me to whatever. They demand I pay upon delivery and an additional charge of $140.00 approx by 30 days later. I paid $3000.00 deposit & will be forced to pay just shy of $6000.00 more upon delivery for one large truck load. I would like this company to be held to better standards & reduce or reimburse the additional $3000.00 please!!!! They are taking advantage of ****** feel trapped bc they have my whole house in thier truck & hold the power. HELP! I'm living in my apartment having to spend money I shouldn't to eat takeout (which has me not feeling well due to my chronic illnesses - IBS, Fibromyalgia, Mild Crohns, Endometriosis, Depression, Anxiety) & only have the *************** on hand. I'm broke until my next paycheck bc they are requiring all of my money!!!! They have no shame!!!!

  Business Response

  Date: 07/10/2025

  We are writing to confirm receipt of the complaint filed by ******* ****** against our company, **************************** (CVL).
  
  Ms. ****** contracted our company to perform the relocation of her household goods from ************* to **********
  
  We are regretful that Ms. ****** did not have a pleasant moving experience. While we aim to deliver the household goods within the specified window, we are not able to predict unforeseen circumstances that may arise while the truck is in transit, therefore leading to a delay. Per the contractual agreement the customer signed, a predetermined per diem of up to $30 a day for each day delayed would be deducted from the balance. However, taking consideration of the chain of events that transpired, a significant provision has been made in our policy to appease the customer. As opposed to receiving the mandated $30.00 a day for each day delayed, Ms. ****** will receive $125.00 per day that the shipment is delayed. Our records reflect the shipment is scheduled to be delivered on July *******; therefore, a total of $375.00 has been deducted from the balance due upon delivery.

  Lastly, in relation to the overage, CVL was scheduled to haul a total of 89 items (*****lbs) based on the information relayed by Ms. ******* however on the day of the move, the movers loaded 194 items (*****lbs); this is a difference of 105 items. This increase in the item count ultimately increased the weight of the shipment leading to the increase in the cost of the move. All charges are valid.

  
  Sincerely,
  Colonial Van Lines

  Customer Answer

  Date: 07/21/2025

  Thank you for intervening for me! While ********************************* response was mildly helpful, the discount was a drop in the bucket in comparison to the bad experience. PLUS i'm exoected to pay them another almost $200.00 in a few weeks! As if my wallet wasn't crying and bleeding out enough! Please add my review of Do Not Recommend to prevent anyone else from being so terribly overcharged, jerked around, and experiencing delayed delivery etc.  Again, thank you BBB! 

  Customer Answer

  Date: 07/21/2025

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

• Initial Complaint

  Date:07/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Colonial Van Lines for an interstate move under Job No. 1584220-CV-A. Initially, the company confirmed in writing that our household goods would be delivered by June 22, 2025, yet just two days before, we were told the delivery was being pushed back to July 4. No credible explanation was provided. We were left stranded in an empty apartment in ************** without basic belongings or any information on the location of our ******** make matters worse, Colonial later admitted ***** pounds of our shipment were missing, and no one could tell us where our property was despite our payment including climate-controlled storage.After this mismanagement, I posted a negative review online. We were contacted repeatedly by Colonial representatives pressuring us to delete the review. They told us that the $1,100 in compensation they had promised us would only be paid if we removed the review and signed a "Full and Final Settlement Agreement", which included a gag clause.This contract demanded we waive all rights to file any complaints with any agency or website, and mandated that any past complaints be retracted. It even stated that we must report to agencies and websites that a satisfactory settlement has been reached regardless of whether we agreed with that statement.This is an egregious and unethical attempt to silence customer criticism, and likely a violation of the Consumer Review Fairness ****** addition, when we refused to sign this agreement, they attempted to further pressure us by threatening to cancel our credit card payment and demanded payment via cashiers check, assuming we wouldnt be able to comply. When we called this bluff, they backed down.Ultimately, Colonial Van Lines withheld our promised compensation because we refused to sign away our rights or silence ourselves.

  Customer Answer

  Date: 07/07/2025

  I need to add an update. A partial furniture delivery was performed by Colonial on 7/7/25, which resulted in damage to my home. The driver, who was the only staff there to unload furniture, left a hole in the wall and marks on the wall. The driver also informed us that our furniture was not in climate controlled storage. Tape was falling off of the boxes because it had been stored in such high heat. Because of this, some boxes had to be taken inside upside down, despite containing fragile items. I am now demanding a full refund for this negligence. Glass was falling out of several boxes. 

  Business Response

  Date: 07/08/2025

  We are writing to confirm receipt of the complaint filed by ****** ****** against our company, **************************** (CVL).
  
  Mr. ****** contracted our company to perform the relocation of his household goods from ******** ** to *********** SC.
  
  We are regretful that Mr. ******** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced. While we aim to deliver the household goods within the specified window, we are not able to predict unforeseen circumstances that may arise while the truck is in transit, therefore leading to a delay. Per the contractual agreement the customer signed, a predetermined per diem of up to $30 a day for each day delayed would be deducted from the balance. Our records show the majority of the shipment was delivered on July 7th. Based on the contract, the customer would be entitled to a maximum of $330.00 for the 11-day delay. However, to appease the customer he was offered $1,100.00, which is a substantial provision in CVL, thus requiring a settlement agreement to be signed.

  The remainder of the shipment is scheduled to be delivered July 15th. 

  Lastly, in relation to the damage sustained, Mr. ****** would be required to file a claim with Colonial Van Lines claims office. We've attached the document for your reference.

  Sincerely,

  Colonial Van Lines

   

  Customer Answer

  Date: 07/08/2025

  Attached is audio of a phone call with my husband ****** and a representative at Colonial named ****** stating that a consumer review must be removed before promised compensation would be paid out. This is a clear violation of the CRFA. 

  Customer Answer

  Date: 07/08/2025

  Attached is audio of a phone call with my husband ****** and a representative at Colonial named ****** stating that a consumer review must be removed before promised compensation would be paid out. This is a clear violation of the CRFA. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23560443
  
  I am rejecting this response because: 

  
  Colonials reply is misleading and omits critical facts that formed the basis of my complaint. While they acknowledge offering $1,100 as compensation for a significant delivery delay, they fail to disclose that this amount was conditioned on my agreement to a "Full and Final Settlement Agreement" that included a sweeping non-disparagement clause, a confidentiality agreement, and a forced retraction of truthful public reviews. This was not a gesture of goodwill; it was a coercive offer that required me to waive my rights and silence legitimate grievances in order to receive basic compensation for Colonials failures.
  Further, their response does not acknowledge that their escalations representative, *****, explicitly threatened me with a lawsuit for leaving a negative online review. This behavior constitutes clear retaliation for protected consumer speech and appears to violate the federal Consumer Review Fairness Act (CRFA), which prohibits companies from punishing consumers for posting honest reviews.
  Moreover, Colonials defense of the delay ignores their repeated and documented confirmations of a June 22 delivery date (as per the June 19 email from ******* *****), and the fact that a significant portion of our goodsapproximately ***** pounds per the drivers accountremained undelivered even after July 7. Colonial did not notify us of this failure until July 3, despite allegedly knowing for weeks.
  Colonials failure to deliver on time, their lack of transparency about our belongings, and the condition of our goods upon partial delivery (which included crushed boxes, broken glass, and lack of promised climate-controlled storage) are egregious on their own. But their attempt to silence us through threats and a gag agreement only compounds the harm.
  I will not accept any resolution that conditions compensation on the suppression of my rights or truthful public criticism. The only acceptable outcome is the unconditional disbursement of the $1,100, as originally offered, with no requirement to sign a non-disparagement or confidentiality agreement.
  Sincerely,

  ***** *******
  ****** ******
  Job No. 1584220-CV-A
  ***********, **
  
  

  Customer Answer

  Date: 07/09/2025

  Attached is a point by point rebuttal of Colonial's response. 

  Business Response

  Date: 07/11/2025

  Due to the significant provisions in compensation that was being offered, a settlement agreement was required. Please note, the contract the customer signed, the movers have up to 30 business days from the first day of the delivery window to deliver the shipment. Once the 30 days has lapsed, the customer is contractually entitled to a predetermined per diem of $30.00 per day for each day past the delivery window. Therefore, the compensation being offered is truly a good faith gesture. Please see attachment.

  As it relates to "threatening of a lawsuit". The calls were reviewed, and this statement is completely false. In fact, the customer advised they have a family of attorneys at their disposal. As such the customer was informed the company also have attorneys on retention.

  The household goods were placed inside of a storage facility once the items were picked up in April. At the time of loading for the delivery, the driver was not able to secure all of the items; this was not previously known as the customer states. Once the driver notified dispatch of the situation, the customer was made aware by a member of **********************. The remaining portion of the move is scheduled to be delivered on July 15th, barring any unforeseen delays, etc.

  Colonial Van Lines will adhere to the contract and extend $30.00 per day for each day delayed, although it has not been 30 business days. The total compensation that has been deducted from the balance is $540.00, this includes the shipment being delivered on July 15th. The remaining balance due upon delivery is $400.81.

  Thank you for your attention to this matter.

  Business Response

  Date: 07/11/2025

  Please see section E. as it relates to the delays and compensation

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23560443
  
  I am rejecting this response because:

  
  Colonial Van Lines latest response to our BBB complaint is misleading, inaccurate, and demonstrative of the same pattern of deceptive and retaliatory conduct that has defined their handling of our move.
  1. False Representation of Legal Status and Harassment
  Colonial claims I am not a customer. This is demonstrably false.
  I am legally married to ****** ******, the named shipper on the contract.
  Colonial called me directly to request payment and provided updates.
  I personally communicated with multiple Colonial representatives during the move, including their customer service and dispatch departments.
  I am the co-author of the complaint and co-occupant of the residence. My property was in Colonials possession.
  Yet Colonial sent a cease and desist letter falsely accusing me of fraud, stating I was not a customer and accusing me of making defamatory statements. If I am not a customer, then why did ********************** solicit payment from me? Why are they responding to my BBB complaint?
  These tactics are not just dishonestthey are attempts to bully, intimidate, and silence a valid consumer complaint. Such behavior may also violate the Consumer Review Fairness Act, as we previously reported.

  
  2. Misrepresentation of Delivery Timeline and Per Diem Calculation
  Colonials response repeats the contractual reference to a 30-business-day delivery window. However, their own documentation confirms they:
  Explicitly confirmed a delivery on June 22 (email from ******* *****, June 19, 2025)Gmail - Fwd_ 1584220-cv.
  Failed to meet this confirmed date.
  Delivered only a partial shipment on July 715 days after the promised dateand failed to disclose that an estimated ***** pounds of property had been left behind in ********, according to the delivery drivers own statement.
  Colonial later claimed this was only discovered on July 3, but internal contradictionscombined with the drivers admission that this had been reported earliersuggest otherwise. This mismanagement directly contradicts their claim of good faith.

  
  3. Misleading Claims Regarding Storage and Compensation
  Colonials contract and oral promises represented that our goods would be stored in a climate-controlled facility. However, the driver informed us they had been stored in a public storage unit, without padding, without taping, and without sticker inventory. Items were delivered with crushed boxes, broken glass, and no way to verify the shipments integrity.
  This violates basic standards of care, contradicts their written representations, and undermines their assertion that the offered compensation is generous. The per diem of $30/day only applies after 30 business days. But Colonial is trying to offer it before that deadline only if we waive legal rights and public speech. That is not generosityit is coercion.

  
  4. Colonials Settlement Offer Was Not Made in Good Faith
  Colonial previously offered $1,100 in compensationbut only if we signed a sweeping Full and Final Settlement Agreement that required:
  Retraction of all truthful public reviews.
  A false public statement that a satisfactory settlement had been reached.
  Confidentiality and a permanent gag ordersteven ****** job 15842.
  We refused this agreement. In retaliation, Colonial withdrew the offer and instead began issuing legal threats and false statements that I am not a customer. This conduct is retaliatory and unethical.

  
  5. Request for Accountability
  Colonials response continues to sidestep accountability and misrepresent the facts. We request that the BBB note the following:
  We have documented Colonials misconduct in complaints to the ***, the ******** and Florida Attorneys General, DOT, FMCSA and others.
  Colonials current communication includes false legal assertions, coercive tactics, and bad-faith settlement offers.
  Colonial continues to deflect responsibility while retaliating against our protected consumer speech.
  We request that Colonial Van Lines cease further retaliation and uphold the CRFA.

  
  Respectfully,
  ***** ******* (on behalf of myself and my husband, ****** ******)
  Job Number: 1584220-CV
  

  Customer Answer

  Date: 07/21/2025

  Please see attachment. Colonial Van Lines is continuing to try to harass and silence my husband and I for their failure to deliver per the contract.

  Customer Answer

  Date: 07/22/2025

  I am submitting this final statement to supplement the public record in light of new, highly relevant information and to ensure that my full experience is accurately reflected for future consumers and regulatory observers.
  Since my last response, I discovered that a voicemail I received on July 2, 2025, from a person identifying himself only as Al matches the voice of a man who had earlier called me under the name *****. That individualAllencontacted me after I posted a truthful review and falsely claimed I was not a customer, despite my signed contract, paid invoice, and Colonials own voicemails confirming they were coordinating the delivery of my household goods.

  
  Upon further investigation, I found that the phone number used by Al is publicly associated with **** *******, the owner of Colonial Van Lines and the same individual named in a ******** U.S. Senate investigation for deceptive and abusive moving practices. This raises serious concerns that the same individual previously scrutinized by ******** is still personally involved in day-to-day consumer interactionsthis time using multiple aliases depending on context.

  
  In addition to this new evidence, I have retained multiple voicemails from Colonial staff that directly contradict the cease and desist letter I received from the companys legal representative on July 18, which falsely claimed I was never a customer. These voicemails refer to me by name, reference my confirmed delivery, and acknowledge Colonials possession of my household goods. After I responded to clarify the facts, I received two more copies of the same cease and desist letterwhat I believe to be a calculated attempt to escalate pressure and silence my complaint.
  Despite Colonials claim to the BBB that the matter has been resolved, the company continues to threaten me with legal action. Their written communications make it clear that I am being targeted for exercising my right to speak truthfully about my experience. This includes conditioning any potential compensation on the removal of my review, the signing of a non-disparagement agreement, and the posting of false positive contentall of which I refused.

  
  In light of this pattern of retaliation, deception, and possible misrepresentation of ownership and business practices, I have filed formal complaints with the following agencies:
  ******************************************* (*****)
  ************************************ (****)
  ************************ (***)
  ******** and South Carolina Attorneys General

  
  While I understand the BBB has closed this complaint as Answered, I respectfully maintain that Colonial Van Lines engaged in deceptive, unethical, and retaliatory behavior that continues to this day. I appreciate the opportunity to submit this final statement so that future consumers and watchdogs can review the full context of my case when evaluating this companys reputation.

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

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary:Colonial Van Lines failed to honor our contracted delivery window, engaged in deceptive and unprofessional communication, and demonstrated a blatant lack of accountability at all levels of leadership. Despite numerous attempts to resolve the situation, my wife and I were misled, disrespected, and left without any of our household goods while starting a new business across the country.They have promised and committed to three different moving windows - and failed through all of them with minimal communication since we caught them being blatantly dishonest - we have the emails and evidence to provide. **** ******* is a chronic charcter in lawsuits and the like and this company has a terrible reputation - I should never have gone with them - I had advised them that I want a $2000 refund of the total $10000+ that is on the invoice - they offered $500 which is not acceptable - I believe they are going to try to hold our stuff hostage - until we pay. I need help asap on this.

  Business Response

  Date: 06/30/2025

  We are writing to confirm receipt of the complaint filed by **** ******** against our company, **************************** (CVL).
  
  Mr. ******** contracted our company to perform the relocation of his household goods from ***** OK to ***** OH.
  
  We are regretful that Mr. ******** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and offered a deduction in the balance in the amount of $1,000.00. He has accepted and the shipment was delivered on June 28,2025.

  
  Sincerely,
  Colonial Van Lines, Inc. 

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This started as the move from h*** and ended that way as well. My pickup window was 8a-12pm with a one hour notice. I started to worry when I didn't hear anything by 11:15 so I started calling Colonial and talked to the answering service on three different occasions but received no call back. I found the company they contracted out to and called them four times and no answer. The company finally showed up the NEXT day and in the evening no less so husband had to miss an additional day of work. We got things packed up and loaded on the truck. The drop off was also horrific with them changing the window three times. Additionally, our bed was broken and our dining room table is missing. I was finally able to speak with ***** who initially seemed interested in helping resolve this issue. But now I cant get ***** on the phone or a response to my emails. She told me to wait to file a claim until we figured out the location of the dining room table because I can only file one claim. It coming up on thirty days and I cant get any answers.

  Business Response

  Date: 07/03/2025

  We are writing to confirm receipt of the complaint filed by ***** ******* against our company, **************************** (CVL).
  
  Ms. Nichols contracted our company to perform the relocation of her household goods from ********** AL to ***** LA.
  
  We are regretful that Ms. ******* did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience experienced. Our records show the table was scheduled to be delivered on July 1st. For the overall inconvenience Ms. ******* will be credited $300.00 in addition to the claim for the damages sustained. 
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23505296
  
  I am rejecting this response because: I was told by a previous worker that I would be compensated for other issues with this move.  She then never responded and I was recently told that she is no longer there.  I am rejecting this response for now until we are able to see what the final resolution is.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/08/2025

  The $300.00 that is being extended serves as a good faith gesture for those things experienced during the course of the relocation. Again, this is in addition to whatever the claim for damages is settled for. 

• Initial Complaint

  Date:06/05/2025

  Type:Order 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.

  1597499-CV I demand full reimbursement for:-The fraudulent $812 "shuttle" fee.-The full $300 for the destroyed TV.-Refund of the $381 "premium" packing fee for failed service.Colonial Van Lines is a SCAM BROKER, NOT a moving company! Their DOT page shows max 4 trucks, yet they lie about using their own fleet. They lure you with the lowest price.******* D swore our "BINDING quote" wouldn't change (it DOUBLED on moving day!), and that they used their own trucks (false-contracted out). We were trapped. They failed to find an auto transport within a month but offered zero communication, had to cancel day of move due to them not doing their ******** communication, then a new account manager, ******, with no transferred over info. Our contract stated packing and loading same day, April 18th. Instead, one old mover arrived, said it was just packing. Another lie, another breach. Then the bombshell: our "binding quote" DOUBLED! We were screwed, last day in our house. Even the driver, **** (the only good part!), confirmed their shadiness. The single packer took 10 hours for a 2-bedroom house, even packing trash we marked to leave. Delivery window was 21st-30th, promised closer to the 21st. Another lie. ****** disappeared for 4 days, ignored emails. Panic! ****, our savior, told us he still had our stuff and would be there on the 26th, meanwhile account manager knew nothing.We were charged a fraudulent $812 "shuttle" fee, but my stuff NEVER LEFT THE 24' BOX TRUCK! House to truck to house. WHERE WAS THIS SHUTTLE?! A blatant ********** blow: damage. My $300 TV was destroyed despite paying a $381 "premium" packing fee. ****** never followed up. **************** was rude, and their claims form demanded we release them from all liability for damages or missing items, however when confronted was told this was 'old verbiage, but sign it anyway' Thats illegal as h***

  Business Response

  Date: 06/09/2025

  We are writing to confirm receipt of the complaint filed by **** ****** who contracted our company to perform the relocation of household goods from **************** ** to ************** ** and we are regretful for the unpleasant moving experience.
  
  Management has reached out to the ****** residence and spoke with **** to apologize for the inconvenience experienced and to discuss the account. She was advised that she will receive a good faith gesture compensation in the amount of $800.00. Ms. ****** has been emailed the proper documents that must be signed and returned prior to the funds being released. Once the signed document is received by ***, the funds will be released in up to 30 days.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 06/09/2025

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

   

  ***** is the only person who cared this entire time. This is why I am accepting.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11.19.2024: *************** **** submitted the claim and photographic evidence. 11.21.2024: Claim Acknowledgement Email from Colonial: Claim ******* [Job#: 1387161-CV-A] received by *************** **** containing limited information outlining Colonials claim process. 11.26.2024: Colonial Van Lines notifies consumers of claim approval for $424.50 and requires consumers to sign Full and Final Settlement Agreement, Release of Liability and Confidentiality Agreement" for Job No. 1387161-CV-A Claim No. *******, including consumers submitting Federal or State Identification and limiting claim payout to 30 days before considering it null and void. 12.26.2024: Consumers submit response to Colonial in non-agreement of "terms and conditions" citing the terms set forth not only limit but restrict and strip consumers of their basic rights and protections. Notwithstanding, Colonial may not withhold payment of a claim to a consumer in lieu of the executed "settlement agreement" provided to the shippers and demand claim payment be provided not later than January 10, 2025 Colonial refused to communicate with the consumers thereafter and never remitted the claim payment.

  Business Response

  Date: 05/28/2025

  We are writing to confirm receipt of the complaint filed by ******** **** who contracted our company to perform the relocation of household goods from ********** IL to *****************, and we are regretful for the unpleasant moving experience.
  

  While we aim to transport and deliver the household goods/items in the same condition and unscathed, we cannot predict unforeseen circumstances that may play a part in the altering of the conditions of the items. Such as, inclement weather or rough terrain. We are saddened to hear Ms. **** goods were damaged while in transit. The claim was processed and settled based on the option she elected at the time of pickup, the standard valuation liability of $.60 per pound per article. Any time there is an exchange of funds between an entity and a consumer, a settlement document must be signed by the consumer prior to the funds being released. Ms. **** failed to sign and return the document in a timely fashion, thus voiding the agreement. However, to appease the customer, we will honor the agreement once she signs and return the document. 

  Once the signed document has been received, please allow 30 days for the refund to be issued.

  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 06/01/2025

  
  Complaint: 23378533
  
  I am rejecting this response because, as previously stated in the complaint, the agreements' T&C are materially unfair to the consumer, contain confidentiality clauses, strip consumer protection, never disclosed in advance, as part of the claims process and also require Colonial to take possession of PII. The consumer is legally due the funds and expense reimbursement Full payment plus $100.00 for  stolen/broken/lost property is demanded for reasons previously cited in the complaint. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/06/2025

  As previously cited, once a settlement is reached with the consumer, an agreement is required to be signed and honored by both parties. The document legally bides both parties to the terms of the settlement. Ms. **** previously signed a settlement agreement with virtually the same guidelines, allowing Colonial Van Lines to credit $554.75 towards her outstanding balance (see attached). 

  To appease the customer, we have emailed a revised document for Ms. **** to sign in order for the funds to be released. 

  Thank you for your attention in this matter. 

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23378533
  
  I am rejecting this response because: As previously cited in all communications and never sufficiently addressed by Colonial, the fact that a white stone lamp that cannot be replaced, vanished from the moving truck while in the custody of Colonial Van Lines. Accompanied by the fact that an unauthorized person who was not employed nor contracted by Colonial had full access to the homeowners property throughout the relocation. Colonial failed to ensure safeguard of the property and failed to provide any labor for the delivery at destination resulting in the driver being the sole laborer to offload and  creating a chaotic unloading well into the dark of night, leaving no opportunities for the homeowners to identify and look for damages and missing property, such as the white stone lamp. The homeowners received multiple assurances from Colonial and the driver that no property came off the truck during transit and no other goods from other people's relocation were comingled with the *****' property. Therfore no other conclusion can be reached since there are pictures of 2 white stone lamps staged in driveway at origin for loading, that the lamp was stolen, or broken and thrown away. Colonial is accountable and needs to take responsibility for the circumstances **** resulted in this devastating loss and remit financial compensation of $100.00 in addition to the claim amount, of $424.50. Nothing less than the total of $524.50 will be accepted. 
  
  Sincerely,
  
  ******** ****