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Complaint Details
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Initial Complaint
03/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My possessions were picked up Feb. 7th, to transport to ***** for a move. It is March 22nd, and they can't tell me where my things are, an actual delivery date, or even call me like they promise to. The final date for the contracted delivery was well over a week ago. I get nothing but fake delivery promises, and am sitting here with no belongings. When I try to escalate, I'm told there is nobody higher, or the owner is out of the country, suddenly. This is the worst experience a customer could experience.
Business response
04/15/2022
US Van Lines does it best to deliver the customers in a timely manner, however the shortage in trucks and drivers has affected the moving industry as well as as all other logistic companies. customer has received his delivery on March 31 2022
US Van Lines has credited Customer $517 from his balance and also we waived the shuttle fee of $500 at delivery Total credit given to customer $1017.00.
Although ********************** was still within the delivery window allowed by ***** we compensated the customer above and beyond our contractual obligation.
US Van Lines is sorry for the longer than expected delivery schedule, but the customer was compensated in a very generous manor.
Customer response
04/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
11/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Us Vanlines was hired to pack and move my items on July 8th, 2021, place in their storage until 8/1/2021 and delivered 8/1/2021. Several items where broken/damaged during the move. After speaking to US Van Lines i was informed i needed fo file a claim form with photos.. This was submitted to Customer Services Inc at 18375 Ventura Blvd, Set 341, Tarzana, Ca on 09/22/2021. After 10 days getting no response i continued over the next 30 days to get a resolution. I had attempted to do so with 26 unanswered phone calls and emails. I was eventually given Ms ******* ******** direct line on approximately 10/11. I spoke with her soon after and she stated that my claim was still under investigation. On 10/15 i again attempted several times to reach her. After the inability get answer or resolution on 11/10 i sent an email demanding some sort of resolution. On 11/11 she emailed me back and stated my claim was denied due to failure on my part to provide the following information. Age, Date purchased, Make and model#s, receipts on estimated value. First this was Never asked for either on the claims form or at any time during this time frame (9/22 to 11/11) Also at no time was anyone represents Customer Service Inc, Us Vanlines or Vanlines Insurance who was not aware of a claim at that time sent out an adjuster to asses the damages. I find this to be very suspect. Most importantly i believe after reaching out to the California Dept of Insurance, neither Ms ******** nor her company are licensed to provide such services. While i have since reached out to the Insurance company that insures US Vanlines, i feel that this company is being used to both charge the client with an insurance premium for full coverage and in turn keeping the true claim from ever reaching the legitimate insurance provider. Therefore the consumer never gets a resolution.Business response
11/30/2021
At this time the customer is being handled by our insurance company. US Van lines has a third party provider for handling claims in order to keep insurance cost reasonable, customer has selected a deductible of$1000 on her contract and the extent of damage did not meet this deductible. After not being satisfied by our third party provider customer was referred to our Insurance company "Vanliner Insurance"
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.