ComplaintsforMile High Van Lines
Current Alerts For This Business
On December 10, 2021, Better Business Bureau recognized a pattern of consumer complaints filed against Mile High Van Lines regarding customer service, billing, and delivery. Consumers allege being faced with higher fees at the time of delivery of the goods and items being held hostage. Consumers claim that Mile High Van Lines is unresponsive after the sale has been made, and have difficulties reaching customer service when needed before, during, and/or after the move. Consumers also allege the service provided is unprofessional, with movers showing up late for packing and loading items, showing up intoxicated, and behaving rudely. Additionally, consumers claim that their belongings were damaged due to the movers' negligence in packaging and/or handling.
BBB notified Mile High Van Lines of the complaint pattern. As of January 14, 2022, Mile High Van Lines has not responded to BBB's request to address the complaint pattern.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
After completing a detailed phone walkthrough and providing measurements and box counts-I received a moving estimate ($14,000) from Mile High Van Lines for a move (2/4/2022) from Washington state to *******. Upon day of moving a different moving company showed up that was brokered through Mile High. AFTER the movers had all our stuff loaded they had to revise the estimate due to additional square footage and are asking for an additional $8000! This is even AFTER we sold a lot of items previously included on the estimate. Mile High is not taking responsibility for a bad estimate and the movers will not deliver my goods unless I pay the additional $8000. You cannot speak with anyone of authority at Mile High-only customer service and they only tell yousorry, there is nothing we can do. I have sent numerous emails to the original estimator with no response. I understand an estimate is an estimate-but not 50% more than the original! 10-15% is the standard acceptable overage on an estimate-my hands are tied until I receive my goods..then I will use every resource to see that **** ******************************* no longer provides False estimates in order to increase costs at the last minute when the customer has no option because the good are already on the moving truck!Business response
05/23/2022
Please send over the original complaint details so we may rectify the situationCustomer response
05/23/2022
Better Businessplease forward original details as requested by **** ************************************************** completing a detailed phone walkthrough and providing measurements and box counts-I received a moving estimate ($14,768) from Mile High Van Lines for a move (2/4/2022) from Washington state to *******. Upon day of moving a different moving company showed up that was brokered through Mile High. AFTER the movers had all our stuff loaded they had to revise the estimate due to additional square footage and are asking for an additional $8000! This is even AFTER we sold a lot of items previously included on the estimate. Mile High is not taking responsibility for a bad estimate and the movers will not deliver my goods unless I pay the additional $8432. You cannot speak with anyone of authority at Mile High-only customer service and they only tell yousorry, there is nothing we can do. I have sent numerous emails to the original estimator with no response. I understand an estimate is an estimate-but not 50% more than the original! 10-15% is the standard acceptable overage on an estimate-my hands are tied until I receive my goods..then I will use every resource to see that **** ******************************* no longer provides False estimates in order to increase costs at the last minute when the customer has no option because the good are already on the moving truck!
Sincerely,
*********************Initial Complaint
03/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On March 31,2021 I hired Mile High Van Lines to move my household items from ******** to ******, ** Upon delivery by the carrier three weeks later, I identified a number of damaged and missing items. The driver once verified the damaged items he suggested that I called the company and filed for a loss and damage claim.I called the company the following day and spoke with a representative ***************. He then gave me the email of the insurance company.I contacted the insurance company immediately. The insurance company asked that I filed for a loss and damage claim on line which I did. I received an auto reply stated that my claim was received. A couple of months later the company asked for objective evidence i.e. photos. In addition to upload the photos, I also mailed all the photos via priority mail to their address in ******* as requested. The total of my loss is approximately $10,000.00. I recently received an email Six weeks later from movingclaims.net @gmail.com -the insurance company stated that they would send me $50.00 and by accepting the $50.00 the case will be closed.I am asking *** to please investigate that company - Mile High Van Lines and help me recuperate my loss. Miles ******************************* should be forbidden to be in that line of business. This is unethical and no business with that type of integrity should exist in this country.Thank you,**********Business response
05/23/2022
To file a claim for missing or damaged items, please reach out to our claims processor ****************. Their phone number is ************ . By law, we must use a neutral third party claims processor for damaged/missing items. However, We will look through the warehouse for the missing items listedCustomer response
05/23/2022
Complaint: 16970647
I am rejecting this response because: I spent over nine months going back and forth with the moving company. They requested photos and all sort of objective evidence. The pictures could not be sent via email due to the size and the number of photos of damaged items.The company provided me with their physical address. I sent all the photos of the damaged items via US post office priority mail with a receipt. I received an email approximately 45 days later stated they are not the moving company. Only then I realized the company was not negotiated in good faith. I lost nearly $30,000.00 between damaged and missing items. My first call to report the damaged and missing items was the day following the delivery in ******, **.
The person on the phone reassured me during the phone call there will be no problem replacing the missing and damaged items because their company is fully insured. He immediately sent me an email and a point of contact of the moving company. It has always been a struggle from April of 2021 till February of 2022.
The moving company had the very same objective evidence that was sent to BBB when I first reported the claim. Let's not allow this moving company to use excuses and prolong the investigation as they have done for more than nine months.
Sincerely,
***********************************Initial Complaint
11/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Mile High Van Lines (MHVL) was hired via a moving broker, ************************************ for a move scheduled to take place on Thursday, October 28, 2021, from ****************, **. to ******, **. The cost was $2350.00 for two 26 trucks, 4 movers (including fuel, drive time, and 8 hours of labor). A deposit of $200.00 was paid at the time of the booking. On the day of the move, MHVL was more than an hour late and arrived with only one truck and 3 movers. As a result, half of my belongings did not make it to my new city. MHVL attempted to extort an additional $1500.00 saying they needed more money and threatening to unload what they had already packed. When they arrived at my new residence in ****** one of the movers smelled heavily of alcohol. They unloaded the truck haphazardly, paying no attention to how boxes were labeled and flatly refused to move some items when we asked that they be place elsewhere. They damaged and broke multiple items that will need to be restored and/or replaced. They damaged floor tiles, appliances, paint, and walls in my new home. As a result of their negligence, I was forced to use the limited financial means I had to establish myself in a new city to rent a small moving truck and hire movers to load the heavy items. I was forced to give away/throw away thousands of dollars of personal belongings at my previous residence and the items left behind had me in violation of my lease agreement. I was charged approximately $1000.00 by my previous landlord for the removal of the items and cleaning of the property (could not be completed as scheduled due to being cheated an entire truck by MHVL). I have incurred additional expenses at my previous property as the result of MHVL's negligence and will be held financially responsible for the damage they have caused in my new home. I want a full refund in the amount of $2350.00 as MHVL did not complete the move as quoted and created thousands of dollars in loss and expense to me.Initial Complaint
07/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In the process of moving this company quoted me a set price of ****. for the entire move. Upon arrival and after loading my belongings on the truck they then tried uncharging me 500. I told them to take my things off the truck at that point. They then referred me to their supervisor to escalate this matter. I told them ok and they left with y items. I followed up with Konstatine, the supervisor, and told him they were trying to make me pay extra, he said that he will check the weight and get back to me. He got back to me weeks later and said he will fix the price. Upon delivery weeks later they then tried telling me that I have to pay a total of ******************************** the wrong price when he fixed the movers pricing. I filed a complaint for the inaccurate price they made me pay and also for the items they lost during the move over 2k worth of items. When I filed a claim through their insurance they told me all the company was willing to pay was $50. I have more proofInitial Complaint
07/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We gave a deposit for them to move us to ******* on Feb 29 2020. We planned to move in the spring. Then COVID hit and we informed them we couldnt move as planned. They had our $2045 deposit and said we could move anytime in 5 years. We sold our condo in May 2021 and called to set a moving date in early July 2021. My husband died unexpectedly on June 11, 2021. My buyers allowed me to get out of our P&S contract and I contacted the moving company a couple days later to cancel the move and get my deposit refunded. My salesperson told me in a voicemail and in text that I would be fully refunded. Now other people at the company are saying their customer rep never told me that, that my husband and I changed our moving date 5 times, and that they will not return my deposit. I have emails, texts and a voicemail confirming my story. I also offered them a death certificate. Their phone line says all calls are recorded. They should have record of calls about this complaint as well.Initial Complaint
06/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I hired Mile High Van Lines as my moving company. I moved from ******** ** to ******* **. On June 2nd they loaded my things for shipment from my ****** address. It has been a month already and nobody updated me on anything. I called their general ***** number and they told me my items were sent to storage even though I explicitly said (I have emails) I wanted them delivered to my family's house in *******, **. I have sent multiple emails and they're all being ignored. I paid them thousands of dollars and I know they'll ask for thousands more at delivery. They're holding my items hostage and I want my things delivered and I do not think they deserve thousands of more dollars since I've been disregarded and ignored.Initial Complaint
06/29/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I cancelled my 5/29 move on 5/19 and have followed up for the fourth time today without any response regarding a refund of my deposit. The contract states that I can cancel within 7 days via email to receive a full refund and I have not received anything, not even a response to any of my inquiries. I would like my refund issued.Initial Complaint
05/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hiring this Company last minute for our move from **************** to ******* 12/20 we were quoted $10,500 for transferring items from our rental truck which was 26 Ft. and a 10x10 storage unit. This company pulled a bait and switch, as soon as our belongings were loaded into their moving van the price changed to $14,181 we were told by the loading guys that we went over in Cu. Ft. **** knew the exact measurements before giving me this quote based on the truck & the storage Unit. We had no choice but to pay under extreme protest, they wouldn't let us choose full protecting value Option 1 on their contract when wanting to insure our belonging once again we had no choice but to sign the ridiculous .60 cent per lb. We were offered $30 dollars for thousands of dollars of missing and damaged items included my husband End of service retirement award, various military awards along with his ************ Metals. Since our loss, my husband's PTSD has gotten worse.Initial Complaint
05/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We had a window of May 5-7th. They, after many excuses finally showed up On the 11th with 4 people that were stoned out of their minds, didn’t have packing materials and didn’t know HOW to pack. Come to find out 3 of 4 didn’t have drivers license, two were parolees who were carrying firearms and then proceeded to get into an altercation amongst themselves which required us to call the sheriffs dept to remove them from the property. The operations manager has horrible communication skills and we are now having to hire a lawyer to get our deposit back.
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.