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:02/03/2024

  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.

  We hired Colonial Van Lines to move our all our household goods including furniture, appliances, boxes, and other goods from ******, ** to ******, ******** for a fee of $26,619.01 on June 6, 2023. (Contract # *******-CV). Our contract included loading and unloading of furniture placed and set up at destination, all furniture blanket wrapped, disassembly and reassembly of all standard furniture items. The crew loaded our household items on **** 24, 2023 and delivered them on July 5 and 6, 2023. 21 items moved wewre significantly damaged, if not destroyed beyond repair during the move. We provide a detailed list of the items with photos of the damage, their fair market value, weight, estimated cost of repair, and cost to replace. We are seeking reimbursement of $5,298.00 for the replacement or repair of the items that were damaged. We appreciate youir support in getting this matter resolved.

  Business Response

  Date: 02/08/2024

  February 8, 2024
  
  We are writing to confirm receipt of the complaint filed by ******************************* against our company, Colonial Van Lines, **** (CVL).
  
  ******************** contracted our company to perform the relocation of his household goods from ******, ** to ******, **.
  
  We are regretful that ******************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and to discuss his account. ******************** was advised he will receive a refund in the amount of $300.00 due to having to help offload the piano. He was advised to file a claim for damages and once received and processed, an additional $300.00 will be added to his claim payout.
  
  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, **** 

• Initial Complaint

  Date:02/02/2024

  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.

  We've had a terrible experience with this company. Stay away from them. I will give credit to ************** at Colonial Van Lines who did his best to stay communicative.Details:1. We were told before signing any contract that Colonial Van Lines does not subcontract out their jobs to other movers. "We only use our own movers". This turned out to be a lie - our movers were subcontractors.2. We were told we would be notified 3 days in advance when our pickup date would be. This went well - we received a call that our pickup would be on Monday and that we would get a call 1hr before pickup. Monday arrives, no call. Nobody shows up. We have to call Colonial Van Lines, who then inform us that the movers won't be coming today after all, and will be coming tomorrow. This was a terrible experience.3. After our goods were picked up (by the subcontractors), we were told we'd receive confirmation paperwork within 1 to 2 days. After 3 days, I called Colonial Van Lines and they said "we already sent the paperwork, but we will send it again." After 4 days of no paperwork, I called again and was told that the paperwork was not ready and needed approval, which means the previous person lied to me. It took an entire week for our paperwork to arrive.4. The delivery window Colonial Van Lines told us was Tuesday - the next Tuesday. We were told our goods would arrive at our new destination on Saturday, which was within the window, and that we would get a call 1hr before arrival. Saturday comes, no call, nothing. We call them again, and they tell us that the movers can't make it, and it will be "Monday to Wednesday". Monday comes around, and we call them, and they tell us it will now be Wednesday, which was outside of the stated delivery window.Tuesday comes around, and they tell us it will be Thursday, which was now 2 days outside of the delivery window. The goods eventually arrived on Thursday.

  Business Response

  Date: 02/08/2024

  February 8, 2024
  
  We are writing to confirm receipt of the complaint filed by *********************** against our company, Colonial Van Lines, **** (CVL).
  
  **************** contracted our company to perform the relocation of his household goods from *****, ** to *******, **.
  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and to discuss his account. **************** was advised he will receive a refund in the amount of $300.00 for the misinformation and the level of service received. He has been emailed the necessary refund documents, and once signed and returned his refund will be processed. Please allow up to 30 days for refund processing.
  
  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, **** 

  Customer Answer

  Date: 02/09/2024

   
  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. However, I would still recommend all customers avoid this company and suggest that you lower their rating.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked the premium packing and moving with Colonial Van Lines moving from ******* to *******. This is the worst moving experience I ever had and I do not know even where to start. First, the pick up team was very late to the schedule saying that they did not know they need packing, and therefore had to run to Uhaul for boxes. With our very small one bedroom, the two spent more than five hours packing, including 3 hrs to dismantle a regular IKEA queen size bed. I had to personally help and solved it in <30 mins. I would expect the movers would be at least more professional than I am. Due to the unexpected long hours, we had to pay for the 5 hours overtime at $75/hr to the building team to keep the loading dock open. We let them know this regulation at the time we booked their service but they still arrived at 4pm on Friday. The Colonial Van Lines team initially gave a very wide delivery window **** days. They promised the interval would be narrowed after the team pick up our furniture. That never happened. We lost contact with the movers after they left. We texted and called the movers multiple times everyday about the *** but none was answered. Finally, on 01/09 we received a call from the colonial team that they had fixed the delivery date on the next afternoon (12:00-4:00) so we had to book the loading dock at our new place in hurry. Did they show up? NO. The movers called two hours before the delivery window saying they would not be able to make it quoting cold weather. It was 70+ in ** that day. At least they could notify us ahead of time. Then we had to stay in a hotel and spent $250 out of pocket. Does the nightmare end there? NOPE. With our *************** SERVICE, we found that anything in the drawers of our kitchen cabinet WAS NOT PACKED. We lost all our Zwilling glassware and Staub dutch oven (worth at least $500). We request compensations for all these troubles that should not be happening in the first place.

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  We are writing to confirm receipt of the complaint filed by *********************** against our company, Colonial Van Lines, **** (CVL).
  
  ********** contracted our company to perform the relocation of his household goods from *******, ** to *******, **.
  
  We are regretful that ********** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience experienced and to discuss amicable compensation to resolve his concerns. He has agreed to a $300.00 refund. $100.00 will be refunded by CVL and $200.00 will be provided by the agent assigned to his relocation. Please allow up to 30 days for refund processing. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 01/31/2024

   
  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:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Colonial Van lines for an out of state move. Every stage of my interaction with Colonial now feels like deceptive business practices, and I am deeply concerned about how they are treating and deceiving consumers. They quote a price to start that feels lower than most, then the price slowly creeps up. They seem to be great on customer service in the front end, but when things start going wrong they start explaining to you what your contract says and that they are not in breach of contract (despite me never once alleging a breach, just trying to get clarification). They immediately become defensive. The account manager was downright disrespectful. Then, when I spoke to someone about it, they offered me a discount on my rate. I said that was fine. The gentleman who offered the refund told me I would just need to sign some paperwork for him to process my refund. I received the paperwork and it is not just paperworkits a non-disclosure agreement! This feels absolutely unconscionable. I would really like to talk to someone about the entire experience. I think consumers are being truly taken advantage of.

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  We are writing to confirm receipt of the complaint filed by ***************************** against our company, Colonial Van Lines, **** (CVL).
  
  ****************** contracted our company to perform the relocation of her household goods from *******,** to *******, **.
  
  We are regretful that ****************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconvenience experienced and to discuss amicable compensation to resolve her concerns. She has agreed to a settlement of $388.16; $200.00 via credit card refund and $188.16 applied to the balance due on the account. The necessary refund document has been emailed to her and once signed and returned, the refund will be processed. Please allow up to 30 days for refund processing. This settlement is separate from any claim filing she may initiate. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21170785
  
  I am rejecting this response because: this is not an accurate response from the company. I agree that their offer to me is what is laid out, but I have NOT accepted this offer and made it clear in our conversation that I did not find it to be sufficient. Again, this feels like another deceptive practice. The woman I spoke with was very nice and seemed deeply concerned about the way my account was handled. But I did not agree to this settlement and am not satisfied with it. She told me that this was the best offer Colonial would make in my case and I said I would think on it, but I remain deeply concerned about these practices. It wasnt until this phone call that I learned that Colonial was alleging that my account had any additional amount due. I find it very suspicious that through all the contact I have had, now that I have elevated a complaint I now find out that there is a supposed additional amount due in my account. This is what they have offered to settle for (showing it as an amount paid but really just to close my account). Again, this is unacceptable practice. I am requesting to speak directly with someone from BBB regarding this. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/26/2024

  January 26, 2024
  
  While we remain regretful that ****************** did not have a pleasant moving experience, the settlement of $388.16 is the maximum refund as no further compensation is warranted. As previously stated, the refund document was emailed for her review. If she signs and returns it, the refund will be processed accordingly. Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21170785
  
  I am rejecting this response because: the company is framing this offer as a refund but it is not. It is conditioned upon me signing a non-disclosure agreement, which they continue to refer to benignly as paperwork. This is not paperwork. I will accept a refund, but will not sign any waivers or NDAs in exchange. This is not lawful. I am also deeply concerned that after I rejected the first to NDA requests, I mysteriously had a new balance become due on my account that they have offered to include in my settlement. It could not be more clear that they are using any leverage possible to get scared consumers to sign NDAs and waivers after the companys terrible behavior.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising 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.

  There are not enough characters for me to explain the situation in full detail with all necessary information. That being said everything about using this company has felt fraudulent, made moving 10x harder than if we had done it ourselves, and we are now stuck with a broken $6000 bed because they lost the parts when disassembling the bed and were unable to put it back together. In addition to the bed being broken, we were lied to by this company every step of the way from when our items would be picked up to when they were delivered. It is absolutely ridiculous to pay the amount of money we had to for the results and treatment we received. The emotional distress that has come with using this company alone should be grounds for a full refund. Because of this company I will never use hired movers again.

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  We are writing to confirm receipt of the complaint filed by ***************************** against our company, Colonial Van Lines, **** (CVL).
  
  ******************** contracted our company to perform the relocation of her household goods from **************,** to ******, **.
  
  We are regretful that ******************** did not have a pleasant moving experience.Management has been in communication with her to apologize for the inconveniences she experienced and to discuss an amicable compensation in an effort to resolve her concerns. She has agreed to a $300.00 refund which will be processed upon return receipt of the required refund document she was emailed. This refund is separate from any claim filing she may initiate. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

• Initial Complaint

  Date:01/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer who is trying to pay my storage fee. I was advised that the bookkeeper ***** is no longer with the business. I tried calling her replacement ******* at *********************. The call keeps going to voicemail. I left over 20 voicemail messages and spoke with ****** at Ext 196 on numerous occasions. Each time ****** indicated that she would give the message to *******. I never received any callbacks from *******, nor did I receive one from the other 19 messages left during December. On 12/26/23, I received an email stating that my payment was taken out of my bank account without my authorization. I call in my payments every month. I called Ext 196 and spoke with ****** and explained to her what happened with the unauthorized payment, she indicated that ****** of the *************** would call me back the next day, that he would reverse the payment and I then could call back and pay as usual. As of 1/5/24 I have not received a phone call from ******, nor has that payment been reversed. I called on 1/5/24 to make my payment. I again called *********************, went to voicemail. I called EXT 196, call would not go through, The voice message said, Call failed, no one answered, I called again, pressed 2 for customer service, and asked to be transferred to ****** in Accounting. Was transferred to ****** who was nasty and rude. She advised that Accounting does not to talk to customers. I just want to make my storage payment without the bad customer service and running around. This business committed fraud with the unauthorized payment and refuses to take accountability.

  Business Response

  Date: 01/20/2024

  Please remove this complaint as ********************************* is not a customer of **********************, **** He is a customer of AA American Moving & Storage, **** and this is a duplicate of complaint number ******** under AA American Moving & Storage, **** Thank you.

  Sincerely,

  Colonial Van Lines, ****

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising 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 Colonial Van Lines for my move from ****** to ***********. They assured me they would use their own trucks and movers, but contracted out to a third party. Pickup on 7/31/23 was fine, I paid one third of the quoted price, around $1700. Colonial then stalled for days on providing a delivery date and admitted they didn't know exactly where the truck was. On delivery on 8/9/23, a truck with a single driver arrived. The company required me to provide credit card authorization before they would allow me to confirm my items were even inside the truck. As several pieces of furniture were too heavy for him to unload on his own, the driver asked for help to move the items inside. I immediately called a representative, as I had signed a contract for full service pick up and delivery and was upset that I was now being required to help unload the truck. I was assured that another worker was on his way to assist with unloading the truck. This was completely false, as no other employee ever arrived and we were obligated to assist with unloading the heavier furniture. Due to a severe language barrier, all communication with the driver had to go though his supervisor. The driver was confused when I indicated some furniture that had been disassembled by the movers at my previous home needed to be reassembled, as per my contract. He indicated that he didn't have a toolbox and asked me to provide one. The driver then entered and exited my home several more times for reasons I don't understand, leaving the front door wide open and allowing my dog to escape into the street. He was oblivious to the distress this caused before he finally left. I spoke to Colonial Van Lines to express my displeasure with the service. They offered to refund me $200, which I rejected as insulting against the remaining $3700 balance. Colonial insisted that this was the best they could do and took ZERO responsibility for the incompetence of the people they hired. Awful experience.

  Business Response

  Date: 01/10/2024

  January 10, 2024
  Job Number:    1292840-CV
  
  We are writing to confirm receipt of the complaint filed by *********************** against our company, Colonial Van Lines, **** (CVL).
  
  **************** contracted our company to perform the relocation of her household goods from *********, ** to ***********, **.
  
  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with her to apologize for the inconveniences experienced during the relocation. She was offered a refund of $150.00 for the level of service received including offload assisting and failure to reassemble.  
  
  Unfortunately, since then, we were notified that **************** filed a bank chargeback against the agent assigned to her relocation. Due to this information, we cannot proceed with any compensation until the bank chargeback is finalized. Once finalized, the agent is willing to increase the refund from $150.00 to $350.00. We will be in contact with **************** to continue with compensation once we receive notice from the agent that the chargeback has been closed. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21084450
  
  I am rejecting this response because:

  All efforts with my bank were closed on December 13, 2023. Furthermore, given my total payment of over $5k and given the inadequacy of the service, I find a refund of $350 insufficient. A better effort must be made. 

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

  Business Response

  Date: 01/15/2024

  The agent assigned to ******************** relocation has agreed to increase her refund to $500.00 as **************** requested. Once they have notice from their merchant account that the chargeback has been finalized, they will proceed with compensation. Thank you.

  Sincerely,

  Colonial Van Lines, Inc.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21084450
  
  I am rejecting this response because:
    
  I have received no contact from Colonial in the week since this response was posted to facilitate the offer of a refund. 

  Customer Answer

  Date: 01/24/2024

  Hi, I would like my complaint reopened please until the business fulfills their offer. Thank you. 

• Initial Complaint

  Date:12/26/2023

  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.

  Without going into the dirty details, I can confirm my experience with Colonial Van Lines was regretfully like those found on the BBB complaints. I wish I had researched through BBB before signing a contract with this company. I paid my deposit to get a binding estimate on 10/18/2023, $2,644.95. I was promised pickup on 11/20/2023 to 11/21/2023 and the estimate of **** lbs., and $5,402.65. I received an adjusted written Bill of Lading at pickup on 11/21/2023 for a shipment weight of ***** lbs., and a cost of $5,592.77. This was adjusted based upon the drivers estimate. I paid an additional $108.48 at pickup. I asked for, and was promised there would be a weigh ticket to adjust the final bill. On 11/21/2023, I was required to pay a deposit of $2,894.34 prior to delivery. Per the contract, the remaining balance was to be paid at the time of delivery (prior to unloading). The driver was a little late but eventually showed up. Upon arrive, the driver, ***** told me that he would be delivering the *** on the Saturday after Thanksgiving, 11/25/2023. I had to make arrangements for my step-son to drive from *********, ** to West *******, ** (234 miles and three and half hours) in order to receive the shipment. The driver didnt show. I called Colonial Van Lines multiple times trying to reach my agent. I kept leaving voice mail messages and getting the run around. I never got a response until 5pm, Tuesday, 11/28/2023 from my account manager, *******************************. No explanation, just to inform me they were trying to locate my driver and to let me know dispatch would send another driver. To which I responded, How will you know where the truck is, if you cant find the driver?I received a call from the dispatcher on 12/2/2023 to let me know they found my ***s. Still no explanation or apology. I finally received my *** on 12/8/2023 and I had to ask my step-son to make the trip again because I was on a business trip to ********* that day. I asked for a Saturday delivery and Colonial Van Lines refused and insisted I take delivery on their time schedule. Ironic!To sum up: poor communication, poor customer service, shady up-charging, unreliable service, and I should feel lucky they got my *** to me at all. The standard response from Colonial Van Lines is to offer you $300 and ask you to sign a release from liability and confidentiality agreement.

  Business Response

  Date: 01/02/2024

  January 2, 2024
  
  We are writing to confirm receipt of the complaint filed by ***************************** against our company, Colonial Van Lines, **** (CVL).
  
  ******************** contracted our company to perform the relocation of his household goods from ********, ** to West *******, **.
  
  We are regretful that ******************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences experienced and to discuss his account. ******************** was advised he will receive a refund in the amount of $666.00. This includes $300.00 for the delivery delay, $150.00 for the lack of communication, and $216.00 for the claim filed.  He has been emailed the necessary refund documents, and once signed and returned his refund will be processed.
  
  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, **** 

  Customer Answer

  Date: 01/02/2024

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

  Customer Answer

  Date: 01/03/2024

  Colonial Van Lines offered and we accepted $450 for the delay and poor communication. They indicated a $216 payment for the damage claim for our HHG.

• Initial Complaint

  Date:12/18/2023

  Type:Sales and Advertising 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 requested services to have my items moved from ******* to ********. I had difficulty coordinating with the company, establishing time frames for the move, there was a lack of communication and different employees gave me different information. At ****************** were in apparently good condition. I was contacted to attempt delivery before the agreed upon window, where I informed CVL that my apartment was not yet available, as I had previously told them. I received same day notice, that my things would arrive in 3 hours. Upon arrival, one of my mattresses was strapped externally to the back of a large truck. This was one of many signs of my things being kept and moved in poor condition. After arguing with CVL about the condition of my items, they told me I had to pay and that a claim could be filed later after unpacking. I have since unpacked and discovered damages and evidence of dismantling my furniture and missing hardware. They attempted to deliver someone else's items to me until I informed them it wasn't mine. There was a burn which appeared to be from a cigarette on one of my chairs, .y stone table was cracked and chipped, one of my lamps was bent, one of my shelves was taken apart and one of the shelves snapped in half, my whiteboard only had 3/5 wheels, my entertainment stand was missing several support screws so it could stand on it's own but not support any weight, my mirror had its rear stand removed, my kitchen shelves had several screws removed and others stripped, my desk had missing screws, a side table was chipped and scratched, and nearly every box was punctured, crushed, or leaked on. These are also not small scratches or broken wine glasses that one would expect in a move (but that happened too). Upon further pursuit of resolution, CVL attempted to offer a $300 and threatened to remove or reduce pending certain actions. They said I got the service I paid for. They told me to submit pictures and evidence (which I am) and hung up on me.

  Business Response

  Date: 12/28/2023

  December 28, 2023
  
  Job Number:    1338712-CV
  
  We are writing to confirm receipt of the complaint filed by ******************************* against our company, Colonial Van Lines, **** (CVL).
  
  ******************** contracted our company to perform the relocation of his household goods from *******, ** to ********, **.
  
  We are regretful that ******************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the damage incurred and to discuss his account. He is currently in the claims process and when the claim is finalized, he will be contacted with the compensation details. In addition, $600.00 will be added to his refund for the level of service experienced.
  
  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. Thank you.
  
  Sincerely,
  Colonial Van Lines, **** 

  Customer Answer

  Date: 01/05/2024

   
  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.
  

  Barely satisfactory.

  I will accept this resolution to avoid losing the offer on the table, however I strongly recommend the rating of this company by the BBB to be reevaluated. This company showed a blatant disregard for the level of service provided while charging 150% of the estimate  given. I was not communicated with, intentionally deceived, and my things were treated with no form of respect. The BBB should seriously consider investigating further and adjusting their rating to accurately reflect the current state of this business.

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

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted Colonial Van lines to move our household possessions from *************, ******* to ******, ****. The movers damaged many items. I filed a claim with Colonial movers but they have yet to offer any monetary compensation for the damaged items. I estimate the damaged items to exceed $5000.00 in value

  Business Response

  Date: 12/11/2023

  We are regretful that ****************** did not have a pleasant moving experience. Management has been trying to reach him to discuss his relocation.
  
  Since our attempts were unsuccessful, we urge him to please call our office and speak with *********. She can be reached directly at ********************* Thank you.
  
  Sincerely,
  Colonial Van Lines, ****

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20965905
  
  I am rejecting this response because: the bbb case worker told me that it is probably a scam and directed me to other sources of help.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/08/2024

  January 8, 2024
  
  Mr. ******** claim has been finalized. The necessary refund documents have been emailed to him for his review and when signed and returned the refund will be processed accordingly.Thank you.
  
  Sincerely,
  Colonial Van Lines, Inc. 

  Customer Answer

  Date: 01/09/2024

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