Complaints

This profile includes complaints for Green Line Relocation and Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Green Line Relocation and Systems

  1583 Sulphur Spring Rd STE 119 Halethorpe, MD 21227-2574

  
• 

  Green Line Relocation and Systems

  1583 Sulphur Spring Rd Baltimore, MD 21227

  

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:06/10/2025

  Type:Customer Service 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 picked our stuff up on the 31st of may and the t2nd truck to hold our boxes was perfectly fine and perfectly packed, However when the 2nd truck arrived everything was tossed in and practically destroyed and was even on a completement different truck then what was originally packed. I reached out multiple times and got no answer. When I called to complain they stated on their end they didn't even know about the second truck and that our stuff was moved without notice. They promised compensation for any damages but have not delivered at all. were still unpacking and still finding more damages as the days go on.

  

  Business Response

  Date: 07/10/2025

  Dear Mr. ****** and BBB,
  I understand the frustration regarding the damages or transfer of the belongings.
  The inventory that was given to us shows that the customer supposed to have about ******* but in fact they had double that. We were not prepared that they will have double items and didn't reserve enough space in the big truck but we still tried to take care of all the items and send a second truck. That's why the rest of the items ended up in another truck . We tried to do our best to hekp the customer to get all the items.
  All the  household goods items were taken from the storage and all the boxes were already packed by you or another company I attached the inventory where it is marked all the boxes were packed already. You can see that the boxes used are not of good quality which led to the boxes being dented or broken. Even the boxes are stored well, if the packing materials are not of good quality and are not full how you see it in the picture they will bend and break while the truck is moving. 
  Our Company uses special packing materials and the boxes are more resistant than the boxes from ********** or other stores. Even if they are loaded several times and put on top of each other they don't fall apart. You can see even the handle boxes are not resistant. 
  Per your contract our customer had liability coverage included which is $0.60 per lbs that is why you were offered $150 for the claim. Unfortunately, our insurance does not cover more, especially when the boxes are packed by the customer or other company.
  Sincerely,

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23435456
  
  I am rejecting this response because: See reasons in my response to Business below

  To Crystal and BBB,
  Thank you for your response. But everything you said was wrong.
  We packed our boxes fine. In fact, we paid extra for boxes and packing material from your company.
  The problem was not in the packing. Nor is it in needing a second truck.
  You are, of course, ignoring the real issue, so let me say it again.
  When the second truck was packed at the storage unit, everything was packed perfectly and without issue and crammed in snug, nothing would have moved around or been jostled.
  All of the contents of that second truck were then transferred to a different truck and packed on this 3rd truck like s*** Literally. You didn't even know the contents had been transferred. That is when everything got damaged. It was never our fault. It was yours. Period. Stop hiding behind the contract BS and own your mistakes. I'm happy to get an attorney involved.
  Thank you.
  Bourne
  
  Sincerely,
  
  Cabot Bourne

  

  Business Response

  Date: 07/22/2025

  Hello consumer, 

      As previously stated, we cannot offer you a full coverage on the items that were damaged because you did not purchase a full coverage insurance as listed in the contract. It does not matter that the items in those boxes were poorly packed (not by our company) or the items were moved to another truck. You were offered a resolution based on the provided insurance and you denied that resolution. There is nothing more we can do to appease you, we do not offer a full coverage for the items, so there will be no more added to the amount to cover the items damaged as that is the maximum allowed per our insurance. We are sorry for the damages, but our hands are tied, it is the consumers responsibility to purchase full coverage insurance from the third party providers listed if that is preferred and to our knowledge, you did not do so. The items that were covered were small figurines wrapped in paper and bags to protect them; this is not sufficient for a long-distance move. Those items need to be protected with large bubble wrap as they are on a long haul in a steel truck with many different road conditions. Never the less, we covered the items as a courtesy, but you were not satisfied with the resolution. 

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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 Greenline to move a few items from my home in Columbia to my new home in Pasadena.
  They are in breach of contract for moving my items, they had a duty of care to secure the items and avoid any damages.
  The manager and I spoke at length to determine the time needed and what was to be expected from the move. I was assured that the movers were professionals, the few items I had expect6ed to fit into the 3 hrs time frame.
  Full description attached as to the incidents that led to my overcharge, and all personal items damaged.
  Note that when truck arrived in Pasadena, NO ITEMS WERE SECURED OR WRAPPED, RESULTING IN DAMAGES TO ALL.
  Manager came to my home and agreed on the damages.
  Additional photos available, too large to include in upload.
  Greenline offered $200 for damages. Claim I was offered an additional insurance policy when hired, no such offer was made, not should it have been necessary if the movers were not negligent in handling or securing items in the truck.
  Greenline intentionally took 3 hrs to pack truck, 45 min to unpack.

  

  Business Response

  Date: 10/08/2024

  Hello, 

     This consumer moved with our company over a year ago. She contracted our company for a 2 man crew at a minimum of 3 hours labor based on the items list she provided to the sales representative. Upon arriving the movers explained to the customer that it would take more time as she had many more items and the new location was third floor with stairs. The customer was not happy about this and spoke down to the movers and rushed them constantly. The movers were well prepared and wrapped all items once they got them to the truck as the customer did not want them to wrap items. The few items that did get scratched and damaged, our company took responsibility for, along with the missing key card and power cord to which we sent her a claim resolution and courtesy amount days after her move. 8 months later the customer reached out demanding money and threatening to leave negative reviews to which the claims representative explained to her that after 90 days all claims are closed but she would still honor the amount offered if she signed off on the claim resolution and the check would be sent immediately. The customer was not happy with this and threatened many things again, so the claim has been closed. Our company is a limited liability company, we cover $0.60 per lb/per item damaged or missing and up to $50 only. The customer was well aware of this as this is stated in the contract and told to her by the sales rep. We are not willing to take any further action in this situation. It has been far too long to attempt to revisit this, our owner went to her home and spoke with her herself. The damages were very minimal and we normally do not cover particle board items at all. We offered a settlement and heard nothing for almost a year. 

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: See attached response
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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 used green line for a cross country move. Out stuff was picked up may 20th and dropped on May 25. We paid $6179. The movers damaged multiple personal items as well as damaged my house itself. Ive reached out to the company and they are not providing any sort of resolution.

  

  Business Response

  Date: 06/10/2024

  Hello, 

      We are sorry to hear that you believe you had issues with your move, our company has tried to be helpful throughout this situation. We have had an open line of communication with you since day one and even refunded $100 on the day of pick up for the packing materials immediately upon hearing that you were "not aware of this being an additional charge" even though this is clearly stated in the contract you signed upon booking. In an attempt to make things go more smoothly for you considering you had over triple what you told the representative in items to be picked up and over 200 boxes from the original count of 30 that we were aware of, the company accommodated you to move forward with things. The claims representative sent you a claim form days ago to be filled out and sent back and we still have not received this to move forward with the claim. The items you are claiming are completely damaged are mostly pressed wood items, these items are 1 time assembly pieces and usually do not withstand a long distance move at all, hence the reason most insurances do not cover those items, they are not solid wood and tend to fall apart if moved. We are sorry there were a few knicks and scratches on other items but in these long-distance moves, those items have to be properly packed to make sure this does not happen. We will need the claim form to move forward with this, until then, there is not much we can do on our end as insurance will not even accept the photos without a written claim form describing damages and issues. Please get that back to us and we will have this taken care of as soon as we can. 

• Initial Complaint

  Date:04/17/2023

  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.

  Estimate is attached (screen shot since it was sent in email) and was $3,071 and says it was a 2-day move with 3 men. My husband was charged over $3,000 each day = $6,129.32.
  
  I emailed Alex by reply to his estimate to ask for an explanation and did not receive a response.

  

  Business Response

  Date: 04/22/2023

  Hello Consumer, 

   

        We are sorry that you feel this move was more than estimated. The items in the inventory list more than doubled from what you and Alex spoke of so the move also doubled. Those items, the full service packing, and multiple trips in two days (4-5) take time and that time is what you paid for. It is stated in the contract that our sales associates can only give you an accurate estimate based on the list of items you provide to them for local moves to which this list was far less than what was needed of our company to be moved. The movers worked very hard on this move for two full days to be sure this was done as quickly as physically possible but the outcome was higher than expected. We called you on day one to be sure that you were okay with a second day and paying for the additional time needed to complete the move to which you said you were. The movers only did what was asked of them. They worked the full estimated time to get the larger pieces moved over first while the others packed and then asked if you needed the second day. Unfortunately in this situation we can do nothing but ask first as this was much larger than expected for all of us. Alex no longer works with the company so I do apologize that he did not reply to you. You are more than welcome to call in if you would like someone to explain things more clearly. Please let us know if you need anything further. 

  Customer Answer

  Date: 04/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is untrue that we had more items than on the list. The movers decided they had to move twice. Yes, they filled their truck, but it was not additional items than estimated, so either it was a smaller truck or it was not estimated properly. Either way, the estimate was for 2 days and it did not go on to an additional day. The estimate was for an hourly rate of $180, the move took 23 hrs. total over the 2 days. The movers did travel twice instead of once, so even if you tripled the travel cost, the fee should have been $4,000 plus NOT $6,000 plus. There was no justification for the additional $2,000.

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