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:03/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted moving services with this "moving company" on January 23, 2023 for a move date on February 2, 2023, for a three-man moving crew to show up at my residence in ************, ** on February 2, 2023 from 6 am - 8 am PST, to complete the move.Paid a CASH deposit of $473.89, paid via Electronic Check (I was originally informed that it could be paid via a credit card) but that was later changed by the rep stating that it had to be paid as a CASH deposit via Electronic Check to book and confirm the moving crew to arrive at the requested and contracted morning window period to commence a long-distance move where time was of the essence and where the move needed to be completed before nightfall due to noise and visibility limitations at the arrival destination. This company breached the contract when the movers failed to show up the date of the scheduled and contracted move on February 2, 2022, as stipulated in the contract, and reviewed, finalized, and promised by one of their representatives on January 31, 2023. In good faith, I attempted to resolve this matter amicably by attempting to reschedule with the company's dispatchers that same day. I also notified the agent, ***************************, by phone and in writing of First National Van Lines failure to meet its end of the agreement, and I was met with silence. I am seeking full repayment of my deposit $473.89 for this businesss failure to meet its end of the agreement. For all intent and purposes, this companys behavior was a scama deceptive and unfair trade practicethat manifest in patently unfair acts upon the consumer, deception from the initial marketing through to its failure to appear at the agreed upon time. Such conduct left me without moving services at a critical time, and I intend to make this bad faith business conduct known to the court as well as notify relevant regulatory and compliance authorities.

  Business Response

  Date: 03/08/2023

  ****************,
  
      Our crew was delayed but did arrive to perform the job on the contracted date of 02/02/2023. You refused to answer your door and allow the crew to perform the packing and loading of your goods. You may review the two database records below that are date stamped 02/02/2023. The company also has a non-refundable deposit policy that states if you deny service on the day of the move, you will forfeit your deposit. I have included the contract excerpts as well. We wish we could have serviced your move. You simply would not allow us to do so.

  02/02/2023 04:22:29 PM
  DIANNE   - ******************* Services are at her home & she wont answer the door - ***** stayed on the phone while I tried calling her with still no answer - I text her as well - If she still don`t answer then the movers will leave & she will forfeit her deposit.

  02/02/2023 01:34:48 PM
  LEE   A8479256: (***********************) No, A.R.S cannot reschedule for tomorrow. They must P/U later today. This job is estimated to take 9-hours. A.R.S has given a window of arrival from 2-6 PM. There`s nothing I can do here.

  FIRST NATIONAL VAN LINES has provided customer with notification of the methods of payment required to pay the motor carrier for balances due. All costs and charges are clearly indicated on this estimate, and the charges represented on this estimated are only for the services and inventory specifically indicated on this estimate. In canceling this reservation, customer will not be entitled to a refund of the deposit. In turning down or denying service customer will not be entitled to a refund of the deposit. 

  Customer agrees that any refusal or denial of service, either verbally in person or over the phone, will be treated as a late cancellation made outside of the cancellation window. Customer further understands that no refund will be issued if I refuse or deny service on the day of pick up. 

   

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19537226
  
  I am rejecting this response because:  No one responded to me on Feb 2, 2023 in writing and there was a breach of contract since no moving crew showed up at the stipulated time window of 6 am - 8:00 am PST the day of the contracted move.  Furthermore, on Feb. 2, beginning at 9:34 am PST, I had various conversations with a legal representative from FNVL (*****************) with phone records to show I attempted to re-schedule the move to another day at the same stipulated morning window period as originally requested per the contract, and after 1:34 pm PST, after repeated attempts to speak to *****************, no one from FNVL contacted me further, nor responded to multiple voicemails left to ***************** and ***************************, and I have witnesses to attest that no moving crew showed up on February 2, 2023.
  
  **********************************************

  Business Response

  Date: 03/13/2023

  ***********************,
  
     Ma'am, as I stated in the previous reply, we sent our packing crew out to your residence to move you and never got an answer from you. You did not come to the door after repeated attempts both by ringing your doorbell and calling you. Our company does not, for any reason refund deposits. This is our company policy. We wanted to move your goods, but you refused to communicate with us after we arrived. We had no other option but to leave your residence, thus you forfeited your deposit. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19537226
  
  I am rejecting this response because: this company is lying about the facts and what transpired on my scheduled move date, that will prove my case.  I will file a small claims case.
  -***********************

• Initial Complaint

  Date:01/30/2023

  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.

  #1) I started a review w/ intentions of updating along the way. Even tho I filled out my personal ***** & responded to BBB verification Email, your site doesn't recognize my ****** *** cannot figure out how to edit my review? Please see review & email verification from BBB..Problem:After going through quote & deposit process w/ First National Van Lines, I started a review on the BBB website with the intention of updating it after the job was completed. My move date was originally scheduled for **** 30th/31st, 2023. Via signed contract: changes to itemization list/move times can be made up to 3 days before move date. I spoke w/ ************** from FNVL on ****27th, & told them "just to be safe", I wanted to include a more detailed itemization list to my quote, and could have it by the 28th. ** responded, "if you'd like to make changes tomorrow (28th), you need to change your move date." I Said, "No problem. Please: move the date to ****31st/Feb.1st, call me 1st thing in the morning, ***'ll have the list for you." ** said, ******* **** both hung up. I had the ********** for them 1st thing, but no call nor move date confirmation. I tried calling & txting, but no response. I sent the new itemization list to my Rep. ***************************** at 10:30a, but still no response. I began calling & emailing every email/contact ph# I had for FNVL; All day on 28th & 29th, but "still" no responses. No response from the 3 people I had been working with, & not from the ************* to their gen. ***** listed on website. I've had NO clue what's going on for last 48hrs? Then today, 1 day before new move date, I received a txt from my Rep. ** apologized & said, he'll get this figured out. But after no response from their *** for 48hrs before my move, I've been horribly stressed, & lost confidence in them. Also appears they'll have to move my date again bc "they" didn't communicate w/ ea. other on the 27th. I certainly don't want my 5-star beginning review reflected on the BBB site?

  Business Response

  Date: 02/21/2023

  ***********************,
  
       January 28th and 29th were a Saturday and a Sunday. Our company is not open on the weekend, ma`am. That is why you couldn`t get a hold of anyone to make any changes. We could have performed the move on 02/02/2023. You stated that would not work for you. In that case, we refunded you your deposit in full. We are sorry for any inconveniences this may have caused you.  

   

   

   

• Initial Complaint

  Date:01/23/2023

  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.

  I hired 1st national to move my belongings from ** to *****. They brokered our move to other companies. The company that picked up was great. Everything was packed nicely. By the time our belongings arrived, it was a c*** show. Our King sized mattress looked like it was dragged on the floor, when it left it was in plastic and wrapped. Our Furniture was all scraped. Our Recliner loveseat is torn and rickety. One of our televisions is unwatchable. I filed a claim and they offered $98, arrived they kidding.

  Business Response

  Date: 02/21/2023

   

   *******************************,

   

       We did not broker out your move. ********** is our agent in the *******************. They operate under the parameters of our contract and are regarded as our proxy service provider by the ****************************. You insured your goods at the industry level coverage reimbursement rate of .60 cents per pound per article damaged. This coverage isn't much alone, but teamed with your homeowner's insurance is considered sufficient coverage. You also had the opportunity to attain additional coverage through our agent's 3rd party insurer, in which you did not. We are sorry to hear that some of your goods arrived damaged but we fulfilled the parameters of your contract. Thank you and have a nice day.

   

   

• Initial Complaint

  Date:11/14/2022

  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.

  My fianc and ** was relocating to *******! We had a contract with one moving company after giving my debit card info, another company contacted us stating, *********** was overbooked and gave them ( First National Van Lines) our information! The move was set between November 4/5! I received a text confirming the move for Nov. 5th! The adult and to kid/ teenagers showed up in a Budget moving truck! The driver complained about how some items were in bags and he want them to be in boxes! The driver was speaking Spanish to the kids,.. I asked if the kids didnt speak English? The driver said NO! I turned on my translator,,, the kids had concerns about how big my furniture was! The driver allegedly placed a call to his boss while I left to oblige him with putting the other items in boxes! I received a call from the driver stating, They were going to grab breakfast while he wait on his supervisor to call him, I returned home and was told the driver quoted my $5000 and left! I called continuously to the guy ************************* I set the move up with,. Of no answer from ******! I left an email to whoever thatll get it and received a call back from *****! ***** had ************* and made me feel like I would get a refund! ***** asked me to give her 2 days because itll take that amount of time to reverse my funds! I never heard back from ***** so on Wednesday night I sent a follow up email to her! She basically said I wasnt getting a refund because the guy showed up and I sent him away, which is a lie! I was willing to compromise with her and still nothing! She asked for me to hold off from contacting my bank because she didnt want it to show a charge back,., then the b**** turn around and did total opposite! Why should I have to be out of a thousand dollars an NO services were rendered! The contract was breached when then sent children that arent at legal age to drive assist with a move

  Business Response

  Date: 11/16/2022

  ******,

       We do not employ underage laborers. That is illegal, and we would never hire anyone underage. No moving company can transport trash bags full of goods. It is against ***** law to do so. We would have had no choice except to place the bagged goods in boxes. The upcoming move email you were sent told you of things like this, ma'am. We have an accurate list guarantee that states that if you provide an accurate list of goods, that you pay the quoted cost of your estimate. We came prepared to fulfill the parameters of your estimate according to the list of goods you provided to our estimator. Ma'am, you did not tell our estimator everything you were shipping. I realize that sometimes customers do forget things here and there, but you have 2 opportunities prior to the arrival of the crew to make sure your list is correct. The first is the initial estimation call when the job is booked. The second is 3-5 days prior to your pickup date. ***************** contacts each customer 3-5 days prior to their pickup date to see if the customer needs to add or subtract from their list. I spoke with ******, and she said that according to the initial conversation with you, that she was under the impression that the crew did not arrive during the window, and she told you if they did not show to move you that you would, of course, receive a refund of your deposit. Once it was determined that the crew did arrive, and you sent them away due to the increase in your move cost according to additional items, and the added cost to ship those additional goods that your deposit was deemed, according to contract policy, non-refundable. Here is that contract excerpt. Customer agrees that any refusal or denial of service, either verbally in person or over the phone, will be treated as a late cancellation made outside the cancellation window. Customer further understands that no refund will be issued if I refuse or deny service on the day of pickup. If a customer claims that service was not rendered, they must provide notice of any service failure made by FIRST NATIONAL VAN LINES, in writing to ************************************************** Ma'am, I realize that you are upset, but to call our employee ****** a b***h in your review is very disrespectful indeed. I am surprised the B.B.B allowed that, but I believe they did not see it. We are sorry that you are upset, but we will not refund your deposit. We routed a truck almost 600-miles away to travel to your destination and perform your move. We actually lost money as well. I hope you have a blessed day, and again, we apologize this did not work out.

• Initial Complaint

  Date:09/26/2022

  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.

  They come in with a quote, then come in 2-3 days prior to the move and say they need a bigger truck and the quote multiplies. 2.5X original quote. They took the deposit and first payment - Over $3K with no services rendered.

  Business Response

  Date: 10/24/2022

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

   

        Sir, we processed the deposits you authorized us to process. You received 2-estimates as all customers do. Please allow me to explain, so the public may understand this process, and why customers receive 2-estimates. We provided you a quote according to the initial list of inventory items you provided us. That list of goods consisted of 114-items of inventory. As is protocol, you received a quality assurance call within a few days of your pickup date to ensure the accuracy of the list of items we were transporting. You added a total of 23-additional items to your inventory list. You canceled services due to the cost increase of adding the additional items during the quality assurance call. Your review makes it seem like you were scammed, but that is not the case at all. We operate in the same manner as any package shipping company. If you ship more, you pay more. This premise is basic quantity VS cost. Your initial estimate was $5147.00 VS $8690.00 for the revised estimate where you added the additional goods. Your cost did not, as you claim, increase 2.5 times the initial estimate`s cost. You could have chosen to ship your initial list of goods at the quoted cost, or chose to ship the revised estimate`s inventory list at the increased cost due to the additional items added by you. You chose neither. My question is, how is it our fault that your initial estimate`s cost increased when it was you who made the modifications to your initial list of goods to be shipped? Our non-refundable deposit policy isn`t unique. Many companies have non-refundable deposit policies. You have made false statements against our company within this review. Those false statements will not be rewarded with a refund of your deposit. If the untruths were removed from reviews such as this one, our company profiles would look much better than they do. Sadly, disgruntled customers are not prohibited from publicizing false claims. We perform over ***** commercial and residential relocations each year. We have a good company, and we perform a quality service for our customers. If you still wish to take advantage of our services, we will honor your non-refundable deposit towards your future move, as long as you reschedule within 2-years of your initial date of contracting our services. Please give us a call if you would like to reschedule.

  
  Thank you.  

   

   

   

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18130278
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/24/2022

  Deceptive business practices, and inconsistent pricing methodologies.

  23 additional items, some large, most small should not cost 3x the per item rate as the first ~115. Had they priced the correct size truck the first time and the quote been closer to actual reality I would not have accepted the initial cost. (not exact figures)

  We cost the company minimal effort and time with their personnel, and zero cost for their movers or equipment. I can accept a non-refundable deposit, however keeping the first phase payment is horrible business practice.

  They deserve their rating, and hope others read this before inquiring.

  I'm sure they will respond with contract this and contract that, and we are just like everyone else. Just beware.

  Business Response

  Date: 10/24/2022

  *****************************, 

          Your rate per cubic foot never changed from $7.00. You are correct on the company standing behind their contractual policies. We sent out a truck and a crew with a legal contract in-hand according to the list of goods you provided, ready to exercise and fulfill that contract at the rate quoted. That was our legal responsibility. We would have shipped the contracted list of goods at the quoted cost to do so, but you refused. By your own admission, you delayed the packing crew for at least half of the day, before deciding to cancel services and send away the crew. As stated prior, your rate per cubic foot never changed from the $7.00 per cube within your contract. If you still wish to take advantage of our services, we will honor your non-refundable deposit towards your future move, as long as you reschedule within 2-years of your initial date of contracting our services. Please give us a call if you would like to reschedule.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18130278
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/25/2022

  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.

  First National Van Lines quoted me a cross country move for $5000. I put down an $1800 deposit, this move was to include a 30 day free storage option. I signed this contract. They sub contracted a 3rd party company which tripled the estimate on site, however I did pay a $2000 amount too (which they are claiming they've not received) and when asked to remove items from the manifest to cut costs, would not comply. The third party company isnt honoring my $1800 deposit at all, First National Van Lines will not return my calls, and the third party company has threatened to auction my goods, unless I pay a $750 storage fee today. I've contacted First National Van Lines several times to interject. My move was 8/10/22 and the third party called threatening me on 8/22/22. I have the documents that said I have a 30 day free storage option, which is still within the window that FNVL could step in and resolve. However, at this point, I've lost trust in the business and felt like I was baited and switched. Im not seeking anything but for them to help at this point in time, however after reading others complaints I feel as if it may be a lost cause. I feel as if they've entrusted someone with my buisness which couldn't be trusted; however I did in fact hire them for them to move or facilitate it and give me 30 days of storage which they've done none of.

  Business Response

  Date: 10/24/2022

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

   

        Sir, we initially performed your estimate according to a list of goods you provided over the phone. You did not divulge the full extent of the inventory you planned to ship. That is the sole reason your cost increased. We are a shipping company just the same as **** or ****** You are billed according to the items you ship. You simply shipped a substantial amount of goods, more than what you informed us you had during the telephone estimation.

   

  Thank you.