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:09/16/2022

  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.

  NIGHTMARE!!!!! And still going thru it! Worst experience of my Life! Traumatic all around and I cannot get Colonial to get someone here to complete the job or call me back or take responsibility for anything. They sub contracted out the move to a nut job! He scratched out a 8-9ft gauge in my hardwood floor , left so bad had to have the floor replaced! Then extorted money from me to at delivery, had the cops at my house for about 5 hours dealing with him, actually drove away screaming in the truck I am going to *****, dropping off your stuff on the side of the road and Colonial can figure out what to do. Owner of the company didn't speak English and I don't speak his language but had one person to translate but it didn't work. ***** was irate, I didn't feel safe and they told me as a woman alone to go to with the mover to the weigh station 2x times, NOT SAFE. We don't speak the same language, he is so mad I have cops involved and you want me to go to a remote 3rd party location with this man? INSANE request, I told the cops, filed a report, they said never do that. Mover would not even call Colonial Back and send them the paperwork, he said this is my truck and you deal with me. He held us hostage. We paid him more than we should of to get him to deliver, the contract was to deliver and place furniture and boxes in the appropriate room. He partially unloaded "his" truck until midnight and was screaming and when I was taking pictures of my stuff like the Cops told me to do he got even madder, threatened me again and said he was driving off to Miami again with my stuff. They just threw my belongings in the truck, broken items, smashed items, total disregard for anything. I don't even know if all of my stuff is here or was stolen as it is still not delivered. I am totally helpless. My belonging are on a truck, not moved in and no one is helping me still 3 days later.

  Business Response

  Date: 10/03/2022

  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconveniences she experienced and to discuss an amicable compensation in an effort to resolve her concerns. We have made a balance adjustment of $1630.20 off her account and a team was sent back out to deliver and move things around her home.
  
  We thank you for your attention to this matter and we invite **************** to contact our office directly with any questions or concerns at her earliest convenience.
  
  Sincerely,
  Colonial Van Lines, ****
  

• Initial Complaint

  Date:09/13/2022

  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.

  Colonial Van Lines was hired to do my move (business and military) from ******* to **************. The great service I received in the beginning was the only positive experience I received from this company. After I booked, it went down hill from there. In the booking, I was told an 18 ******* would be showing due to the size of my home and the virtual walkthrough. A "team" of men would be showing to pack on the 2nd and 3rd, followed by loading on the 4th and delivery between 6-8. One person showed for the first two days, then two more showed the evening of the second day as they were finishing a job in TN. There was no 18 *******, rather 2 box trucks. They were in a hurry and sloppily packed my items (many were broken or damaged) and on Sunday evening at almost 8pm notified me they couldn't pack all my things in the trucks. They left a lot of items, got to my new home, and proceeded to hold my things hostage till I completed the remaining payment totaling almost 17K. They did not provide me any paperwork to check off telling me it would be wrong due to items being left. They also told me originally they would place boxes in rooms where they got them from but because of being in a hurry now, told me they could only place them in the garage, per DOT. I have done many moves and this was never the case. Fast forward, they were supposed to go back and get my other things, but the boss of the crew sent them to **** first and when they got to my house with a truck already loaded, they once again could not get all my things. They grabbed some and left the others. This was to be delivered Saturday, it is now Tues and nothing. A third truck was supposed to go Monday and pick up the remaining things and nothing, not even a call. I have called Colonial many time and get no resolution. The number of hours and stress this has caused and I have put in is beyond incomprehensible. I need a resolution and I expect some level of compensation for all the issues I have experienced.

  Business Response

  Date: 09/28/2022

  
  We are writing to confirm the receipt of the complaint filed by ********************* against our company, Colonial Van Lines, **** (CVL).
  
  ********** contracted our company to perform the relocation of household goods from ************, ** to *****, **.  We are regretful that ********** did not have a pleasant moving experience and we are working diligently to resolve all issues.
  
  Management has been in communication with ********** to apologize for the inconveniences he experienced and to assure him that we are working hard to get this resolved as quickly as possible. We will continue to do everything in our power to ensure that his issues are resolved to his satisfaction.
  
  Sincerely,
  Colonial Van Lines, ****
  

• Initial Complaint

  Date:08/26/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Colonial Van Lines. The sales person told me that they have their own fleet. That was a lie, Cal Van ********************** will be delivering my belongings. I was given a pick up window of August 5-7th. They called and asked if I was open to moving my window to a later date. I couldn't because it was my last day in the apartment. The driver showed up on Aug 7th. They were just a local crew taking my stuff to a warehouse so it's ready to get loaded on a big truck to my delivery address. I was never told that my items were going to sit in a warehouse. I was given a delivery window of August *****th. I received a few calls during this window with pretty much no information other than they will get an update later from dispatch. Then I received a call on 2/17 (Wed) and was told my items would be leaving the warehouse on 2/21 (Sun) but would be stopping in ***** and ********* before coming to my home. I'm scheduled for a delivery on 2/27 (Sat), let's pray they show up and everything is still in the same condition I left it. There were two charges that I believe were extra money; a bulky charge of $72.33 (they told me it was for my boxed TV, since nothing can be stacked on it). I read this as I'm getting double charged since it's included in the weight charge and because you have to stack it vertically instead of horizontal. Then there is the shuttle charge. I understand the pick up location had low hanging wires, but my delivery location is off the main ************ access for the big truck and there are no low hanging wires. After multiple complaints to the customer service rep regarding little to no status update, my belongings sitting in a warehouse for 2.5 weeks, the bulky charge, late delivery and a different moving company than the company I contracted withI was given a ****% discount on my remaining balance, not ****% on the full contracted balance. This is ridiculous and I will never use this company again and will tell my family and friends to not use.

  Business Response

  Date: 09/01/2022

  
  We are writing to confirm the receipt of the complaint filed by ******************************* against our company, Colonial Van Lines, **** (CVL).
  
  ************************ contracted our company to perform the relocation of household goods from **********, ** to **********, **.  We are regretful that ************************ did not have a pleasant moving experience and we will work diligently to satisfy his concerns.
  
  Management will be in communication with him soon to apologize for the inconveniences experienced and to assure him all issues will be resolved.
  
  Sincerely,
  Colonial Van Lines, ****
  

• Initial Complaint

  Date:08/25/2022

  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.

  I booked Colonial months in advance of a move. I gave them an exact time and address a month out for the move. I need household and auto transport. It is less than 48 hours before the move and the auto transport is not secured. The company has no back up plan. Don't use this company. They are not honest or reputable.

  Business Response

  Date: 08/31/2022

  Unfortunately, we were unable to service the auto transport and her deposit was refunded 8/29/2022. Thank you. Colonial Van Lines, ****

• Initial Complaint

  Date:08/08/2022

  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.

  On June 10th, 2022, after submitting an online request for a quote, I received a call from Colonial Van Lines' Moving Coordinator *****************************. **************** confirmed Colonial Van Lines was able to meet my need for a June 26th move date and asked to provide me with an estimate. We walked through my two-bedroom apartment room by room, discussing every item I saw in detail, including my patio and adjacent storage space. Later the same day, I received an email from ***************************** ******************************************** with a "Binding estimate for services." Estimate Summary totaled $4,918.53. Please see attached .pdf document titled "CV_Gilmore_email61022"On June 13th, I paid Colonial Van Lines a "Deposit/ Binding Estimate Fee" of $1,896.88. Please see attached .pdf document titled "CV_Gilmore_deposit061322"On June 19th, I received an email from ********************************************** stating he was on ********************************* team and had been assigned to my account to provide quality assurance. He goes on to say his "job is to try and be as accurate as possible with finalizing my inventory list" and to "verify that Colonial has an accurate list of all the items" being moved. On June 29th: 10:42am, Colonial Van Lines' driver, ******, and one team member arrive and explained they are a separate company working for Colonial, and that the Colonial Van Lines' estimate of $4,918.53 to move me was grossly inaccurate. After a walk-through of my apartment, ****** assembled a new estimate totaling $8,900 and required my signature to begin the move. (I declined to sign)5:59pm, I received a call from *** at Colonial Van Lines. He explained I had two choices. 1.) Approve the new rate by the 3rd party company and have my items moved. 2.) Find another way to move the items they will leave behind that exceeds their original estimate.To me, this is bait-and-switch. I've tried to work with Colonial Van Lines and am asking for your help.Thank You,*************************

  Business Response

  Date: 08/22/2022

  
  We are regretful that ****************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences incurred. He is currently in the claims process and when the claim is finalized, he will be contacted with the compensation details.
  
  We thank you for your attention to this matter and we invite ***************** to contact our office directly with any questions or concerns at his earliest convenience.
  
  Sincerely,
  Colonial Van Lines, ****