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:07/17/2025

  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 Star Van lines to pick up my belongings from Brandon,Fl and move it to Worth,il I paid the first installment of 3 in the amount of $542.00 with my debit card. They showed up on June 17th and picked up my stuff and I paid the second installment in the amount of ****** through Zelle at this time they were to be in ******** within 3 days and never showed up. I started contact through text immediately and they started texting me they legally had 14 days, then they still didn't show up, I started messaging again threatening to call the police, they text me they had till July 8th, AGAIN they never showed up. They were supposedly on their way. It's now July 18th it's been over a month. I have lost everything me and my recently deceased husband worked for. I'm currently working with my ***********, trying to get atleast my money.

  Business Response

  Date: 07/17/2025

  Dear ******,
  Thank you for your message. We sincerely apologize for the delay in the delivery of your belongings. As you may know, this is our busiest season, and while we strive to meet all estimated delivery windows, occasionally delays do occur due to high volume and logistical constraints.
  We understand how important this move is to you and deeply regret any stress or inconvenience caused.
  However, we have been notified that a chargeback has been initiated on your initial deposit. As per our company policy, we are unable to proceed with final delivery or release of goods while a payment dispute is open. Once the chargeback is resolved and the payment is returned, we will be able to move forward with scheduling your delivery.
  Please let us know if you need any documentation from us to assist in resolving the issue with your bank. We are committed to working with you toward a resolution.

• Initial Complaint

  Date:06/16/2025

  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 rescheduled pickup on 3 separate occasions within 3 days. They then showed up late, resulting in them holding the furniture overnight. They charged me for holding the items. The following day, they were over 3 hours late arriving and almost every piece of antique furniture was damaged due to improper packaging. Even one of the movers stated that he told them it was not being packaged well, resulting in the damage.Items included solid ****** **** dining room suite: china cabinet, hutch, 6 chairs, sideboard; antique bedroom suite to include headboard/footboard, chest of drawers, dresser with mirror, nightstand; and a vintage cabinet stereo ************ paid for less than 20 mile transport: $1375. ( includes the amount extra charged for overnight hold). Andthey only wanted cash or a Zelle transfer directly to one of the movers .I took pictures of each piece of furniture immediately prior to the move. Please let me know if you would like those as well.

  Business Response

  Date: 06/26/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to the complaint submitted by Ms. Amanda Pauley.
  
  We would like to begin by expressing our sincere apologies to Ms. Pauley for any inconvenience she experienced during her move. We are fully committed to customer satisfaction and take every complaint seriously.
  
  We would like to clarify that the link to the claim form for compensation regarding the damaged items was sent to Ms. Pauley via text message on June 16, 2025. We kindly ask that she check her text messages from that date. If, for any reason, she is unable to locate the message, we will be happy to resend the claim link immediately.
  
  Once the claim is submitted, our claims department will process it promptly and fairly, in accordance with our standard procedures.

• Initial Complaint

  Date:06/09/2025

  Type:Order 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.

  On May 23, 2025 I spoke with Star Van Lines and signed a contract for $2,000 to move my son's belongings from ********** to *********. The agreement was for $700.00 paid at the time of signing and the remaining balance to be paid half at the time of pick up and final payment at the time of delivery. That would mean $650 at pick up and $650 at delivery. When the delivery truck and men showed up to load the truck they collected the $650 from ********, my son, and loaded the truck. After the entire truck and contents were loaded they approached him and told him he was over his amount and had to pay an additional $2070 for the overage. *** contacted me by phone and I spoke with someone from the company. The person was **** ******. He stated if I did not want to pay the additional $2070 they could take the items off the truck and only ship the amount that was estimated for on the contract. After going back and forth with Mr. ****** about the agreed upon price and contract, he insisted he would not take any of the items if we refused to pay the additional cost. With *** needing to be out of the apartment by the morning, I told him he was holding us hostage and we had no other choice but to pay. We paid the additional price. However, after reviewing the contract, it clearly states the additional price had to have been discussed with us prior to having all of the content added to the truck. The moving company was in violation of federal moving laws. When I told Mr. ****** about this violation, he tried to say the items were not on the truck. After several conversations, we do have him on a recording stating he knew ***** items were on the truck before asking us for more money. I will say, also, when I was speaking with Mr. ******, I had him on speaker phone and my husband, *******, was in the room. Now, after weeks have gone by, we have attempted to get a date of delivery from Mr. ****** and he refuses to ship our belongings. He is holding them hostage.

  Customer Answer

  Date: 07/21/2025

   
  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.

   

  I recently posted a complaint for Star Van Lines and EZPZ Moving.  

   

  After they demanded I remove the complaints before shipping our items to us, I would like to ask that the complaint be removed or updated to state that we have come to an agreement, otherwise they will not send our things to us.

   

  Is there someone who can help me with this?

   

  ****** ***********

  ************

  
  
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Order 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.

  Subject: Formal Complaint: Star Van Lines LLC (USDOT *******, MC *******) Failure to Honor Written Agreement (Complaint #********)This is an updated formal complaint against Star Van Lines LLC regarding their failure to fulfill a written resolution for property damaged during a contracted move.Background:Company: Star Van Lines LLC USDOT: ******* MC Number: ******* Complaint #******** Initial Incident Date: February 21, 2025 Timeline:February 21, Star Van Lines acknowledged damage to our television and accepted full responsibility.March 28, following dispute of an initial $80 offer, the company agreed in writing to either a comparable replacement or a $350 settlement.April 14, they confirmed a specific replacement model and stated it would ship by end of April.Despite numerous follow-ups and good faith efforts on my part, they delayed shipment, citing "financial issues."May 27, they offered a $350 payment instead of shipping the replacement TV, and I *********** of June 5, 2025, no payment has been received and the company has failed to provide any further updates.Star Van Lines requested I delay formal BBB escalation while they resolved the matter, which I agreed to out of good faith. They have not honored that trust.Regulatory Concerns:Failing to fulfill a written resolution Requesting BBB complaint delay while knowingly delaying fulfillment Disclosure of internal financial struggles as justification for non-fulfillment Requested Resolution:I request the immediate processing and confirmation of the $350 settlement as previously agreed to. I am prepared to provide the full email thread and supporting documentation upon request.This matter has gone unresolved for more than three months. Please hold the company accountable for its failure to comply with its own resolution and its failure to treat consumers in good faith.BBB Case Access: ********************************************************* Code: 7522574707D8E

• Initial Complaint

  Date:06/05/2025

  Type:Delivery 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 received a quote from ****** for $1,200 to move an itemized list of contents from my storage unit to *******, **************. On May 21st, I contacted ****** to provide him with the delivery address after I secured an apartment. He then informed me that the cost would be $1,550. When I checked the email with the original $1,200 estimate, it was no longer viewable. At that point, I should have sensed something was off.I gave ****** a $567 deposit, and he scheduled my pickup for between 10:00 AM and 12:00 PM on Friday, May 31st. The furniture was supposed to be delivered on June 1st, coinciding with the start of my lease. I was paying $200 per night for a hotel while waiting for my furniture.On Saturday, June 1st, I received a call from ****, who told me that my furniture would be picked up at 6:00 PM. However, the office at the storage facility closes at 5:00 PM and would not be able to provide access to my unit. **** reassured me, saying not to worry about it. The following day, June 2nd, **** called and informed me that they could not complete the job for $1,550 and that it would cost an additional $1,000. This was after they had broken into my storage unit and loaded half of my belongings. **** stated that if I didnt pay the extra $1,000, he would leave the rest of my furniture in the storage unit unlocked, as they had illegally cut the lock off. Where I come from, that amounts to breaking and entering. Reluctantly, I paid the extra $1,000, but since then, no one from the company has provided me with a delivery date. I've spoken with ******* ***** ****** ****** and Max, but all I hear is "I'll call you back," and no one ever does. I have now spent a total of $2,550 on the move and an additional $1,500 for the hotel, and I still do not have my furniture. At this point, I may as well consider buying new furniture since I can't get a reliable delivery date.

  Business Response

  Date: 06/06/2025

  Dear Mr. ******************** you for your feedback and for sharing the details of your experience. First and foremost, please accept our sincere apologies for the inconvenience caused, particularly regarding the delivery delay, schedule changes, and lapses in communication.
  
  We understand how important it was for you to receive your furniture on time, especially with the start of your new lease, and we deeply regret that our service did not meet your expectations.
  
  Allow us to clarify the situation. The initial estimate was provided before the delivery address and access conditions were confirmed. Once the full details of the route and requirements became clear, the cost was updated accordingly. We acknowledge that this adjustment should have been communicated more transparently, and we are already reviewing our internal procedures to prevent such situations in the future.
  
  Regarding the delivery timeline, as per the terms of the contract, we are still within the 14 business day window allowed for delivery. Guaranteed delivery is an optional, paid service that was not selected in your case. While we made every effort to expedite your shipment as a courtesy, unfortunately, we were not able to deliver it sooner. We had sincerely hoped to complete your delivery earlier, but due to unforeseen logistical challenges, this was not possible.
  
  Current status:
  
  Your furniture is safe and is in the process of being prepared for delivery.
  
  We guarantee delivery no later than Wednesday.
  
  A driver will contact you within 24 hours to confirm the exact delivery time.
  
  We truly appreciate your patience and are fully committed to completing this process to your satisfaction. We believe that fulfilling our obligations promptly will help bring this matter to a close and resolve your concerns.
  
  Sincerely,
  Star Van Lines Team
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23430431
  
  I am rejecting this response because:  The case needs to be noted that Wednesday 6/11 (delivery promise date) came and went, and I STILL don't have my furniture as of 6/15
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/23/2025

  According to our records, your belongings have been successfully delivered.

  However, we are informed and very sorry to hear that something was damaged during the process.

  
  Please know that a claim form has been provided to you to report the issue.

  If you need any assistance with completing the form or have any questions about the claims process, feel free to reach out to us at ************. Were here to help and ensure your claim is handled as smoothly as possible.
  Thank you for your understanding,
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23430431
  
  I am rejecting this response because:
  Items are missing and damaged. Your company is so unresponsive, and cares NOTHING about customer service
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2025

  Type:Product 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 booked Star Van Lines to move my furniture from *******, ** to *********, **. The estimator gave me a quote over the phone based on the size of my storage facility, which was 10x30. After the movers arrived and put my things on the van I was told that the items were heavier than expected and that my initial estimate, which was $7,613 would now be $10,979. Since my items were already loaded I had no choice but to pay the difference. The day before the van was anticipated to arrive I was told that they wouldn't be able to access my street and I would have to pay an additional sum of $2000 for a shuttle van to get my items to my front door. Again, I had no choice but to pay the difference. Upon arrival several of my items (which had already been taken on and off a van once) were damaged, including a dresser that had a hole in the bottom, and 3 pieces of furniture that were absolutely filthy and so stained with dirt that I had to have them cleaned before sitting on them. I told the movers I wouldn't be paying the final bill until they admitted culpability, which they did in a text DURING the move in process. I just received my initial "offer" of claims damages for $60, which doesn't even cover the upholstery cleaning bill of $250! While nothing can justify the absurd increase in moving costs, all I am now looking for is a refund to repair the items they damaged.

  Business Response

  Date: 05/28/2025

  Thank you for taking the time to share your experience. We sincerely regret to hear that your move did not meet your expectations and appreciate the opportunity to respond.
  Wed like to clarify that all potential additional charges were disclosed both in your moving contract and in the estimate you received prior to the move. As outlined, the estimate (also referred to as a "quote") is based on the preliminary information providedsuch as the size of your storage unitand is intended to offer an approximate cost. However, as explained in the terms and conditions, the final charges may vary depending on the actual volume and weight of the items, as well as logistical challenges encountered during the move.
  In your case, upon loading, it became clear that the actual volume of items exceeded the original estimate. Additionally, the need for a shuttle service at your delivery locationdue to limited street accesswas an unforeseen but necessary adjustment, which was also covered as a potential charge in the contract.
  We understand your frustration regarding the condition of your items upon delivery. We take these matters seriously and encourage all customers to file claims through our ****************** which you have done. In accordance with the valuation protection option selected at the time of booking$0.60 per pound per itemyour compensation was calculated based on that coverage. While we understand that this may not reflect the full cost of cleaning or repairs, this level of coverage was selected as an alternative to full value protection, which offers a higher reimbursement rate.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23386244
  
  I am rejecting this response because:  The estimate states. "VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ITEMIZED ON THIS ESTIMATE The mover may provide you with a revised estimate.
  DO NOT allow the mover to load the truck or perform any services before you agree in writing to the new estimate.
  If you have not signed the mover's revised estimate, and the mover loads the truck, then Federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items. Any balance due above the binding estimate would need to be billed by the mover thirty days after delivery. Therefore we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventory's estimated weight/volume has not changed and if you do not require additional services. If your inventory's estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate."

  I did NOT add any items to my storage unit.  Whatever formula ****** used to calculate the weights of my goods was clearly and unmistakably flawed.  As I stated before, I truly believe that they intentionally gave me a very low estimate to book my business.  Furthermore, once **** saw the contents of my storage unit he should have told me that my moving charges were going to increase dramatically, not after they were already loaded into the truck.  As the paragraph above clearly states, "Federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items." 

  Finally, when I was informed about the cost for the shuttle the day before delivery I asked the driver why he didn't realize that the semi would not be able to access my street.  His response was that he wasn't given the address of my new home until the day before delivery.  I do not believe this for a second.  Wouldn't this also have been the estimator's job?  I think the whole process was unprofessional b.s.

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

  Business Response

  Date: 05/29/2025

  Thank you for your feedback.
  We understand your concerns and appreciate the opportunity to clarify the situation.
  Unfortunately, at this stage, we are unable to verify the exact sequence in which the documents were signedwhether it was before or after the loading. However, the documents were indeed signed, and they clearly outline all potential additional charges, including the shuttle fee. These documents serve as confirmation of your understanding and acceptance of the terms and services involved in your move.
  Regarding the shuttle charge, please note that all of our transportation is carried out using semi-trucks. In your case, a shuttle was required due to limited access at your delivery location. The driver informed you of this necessity as soon as it was determined. It is not possible for us to dispatch a shuttle from the outset, as the need for one is only assessed based on accessibility, which can often only be confirmed closer to the delivery date.
  We regret any misunderstanding or inconvenience this may have caused, but we assure you that all procedures were followed in accordance with both company policy and federal regulations.
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23386244
  
  I am rejecting this response because:  You can ask the person from your company who was in charge of the move from the storage facility, ****, the "sequence" in which the paperwork was signed.  If he does not recall I can retrieve footage from the security camera in the lobby of the facility.  This will clearly show that **** had me sign the adjusted estimate AFTER the goods were loaded.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/28/2025

  Type:Product 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 booked with them in mid-January 2025 for a pickup from ******* to ********* The actual pickup occurred on 3/6/25 They charged additional money at that time which I paid since the truck had departed I have called every week since but my load is nowhere. At one point they told me the driver abandoned in ******* and they were sending another driver To date I have been able to contact only a couple times and everyone is dodging those

  Business Response

  Date: 04/28/2025

  Dear Ms. **************** you for contacting us. Were truly sorry to hear about your concerns and want to clarify the situation as best as we can.
  According to our records, your belongings were delivered approximately two weeks ago. Additionally, our internal notes indicate that some of your items were reported as damaged and lost, and for that, we sincerely apologize.
  We are currently investigating the matter, including the missing boxes containing important documents. Unfortunately, the individual who handled your move has not yet responded to our attempts to get in touch. Nonetheless, we are actively pursuing all available avenues to recover your items.
  We will continue to keep you updated throughout this process. If you have any additional questions or information that may assist our investigation, please dont hesitate to reach out to us at **************.
  We appreciate your patience and understanding, and we are committed to resolving this issue as quickly as possible.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23166291
  
  I am rejecting this response because:
  My goods were picked up march 6 and not delivered in same vehicle they left in. Most items suffered some type of damage or were missing as discussed 

  i Certainly did not receive great or even satisfactory service  

  I am still waiting for claim paperwork as well

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

  Business Response

  Date: 04/29/2025

  Thank you for your feedback.
  We would like to clarify that for long-distance moves, it is standard procedure to use different trucks during transport to ensure efficiency and meet delivery schedules. We understand that some of your items were unfortunately damaged or missing during your move, and we sincerely apologize for any inconvenience this has caused.
  Please be assured that we are aware of your situation, and the necessary claim paperwork will be sent to you shortly. Once you receive it, you will be able to formally document any damages or missing items for review and resolution.
  We appreciate your patience and understanding, and we are committed to assisting you through the claims process.
  

• Initial Complaint

  Date:03/28/2025

  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 am writing to file a formal complaint against Star Van Lines, LLC regarding a damaged television and the companys unsatisfactory response to my claim.On 2/15/2025, Star Van Lines, LLC movers presented to handle our relocation, including packing and unpacking the moving truck. As part of the preparation, I purchased a large TV box specifically to protect our television during transport. They were to bring the box with them. When I did not see the box, they assured me they had it. I discovered that instead, they wrapped the television in blankets and tapean inadequate method of protection for an item of this nature. Unfortunately, the television arrived damaged beyond use. When I submitted a damage claim, I was offered only $80 in settlement, despite the fact that the TV was valued at nearly $800. This offer is not only unreasonable, it also fails to acknowledge that the damage was the direct result of the movers failure to use the provided packing materialssomething I paid for as part of the service.I attempted to resolve this matter directly with the company but was met with an unsatisfactory settlement and no indication that the issue would be escalated or reviewed further. Additionally, the language in the settlement offer suggests that this was somehow my fault. It appears they based the settlement offer on the weight of the TV (62.2 LB). I have asked for a comparable replacement from the beginning and no word on the replacement was provided. The total charges for the move were double the initial quote - we paid it of course. However, the inability to receive a comparable replacement for an item they negligently broke does not give me hope that they will act in good faith, as they did not with their initial quote.I am requesting the BBBs assistance in helping facilitate a fair resolution and holding this company accountable for their mishandling of my property: TV UK6200PUA 4K HDR Smart LED ****** 65" Class.Thank you for your time and support.

  Business Response

  Date: 03/28/2025

  Dear Ms. ********************* you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused during your move and for the condition in which your TV arrived.

  
  We have already reached out to you via email to discuss this matter further. As mentioned in our communication, we are committed to resolving this issue to your satisfaction. We are working on the replacement TV or a compensation amount of $350, whichever you prefer.
  We hope this resolution meets your expectations, and we are happy to assist you with any further questions or concerns. Please do not hesitate to reach out to us at *********************************** if you require additional assistance.
  Thank you for your patience and understanding as we work to make things right. 

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/09/2025

  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 Star Van lines to move belongings from ******* to ********, ********. The furniture was at my sons house and I was in ******** at time. They were very courteous and followed through on the pick up date. However, I got a phone call from my son saying they needed to be paid and I was confused because Id already paid a deposit. But I went ahead and paid them anotheramount amount. I was starting to understand that the deposit was a third, the pick up was a third and the delivery would be the third. But I didnt realize is that the people who are actually doing the work did not work for The moving company but were subcontractors. Over the next couple weeks while I waited for them to actually deliver my furniture, I could not get on the phone. I became frantic. We were going out of town on March 11 and by 6 PM March 10. I had not heard from anybody. When I finally got someone on the phone, whose name was ******, he was incredibly rude and said he wasnt in the office and it his problem basically. Finally, I got a call from someone who said they were going to deliver everything on Monday. I said I have many times That everything had to be delivered by that night and I was told they would just store things somewhere and then I wouldnt get them somebody returned to ********. I made enough noise that I did get everything delivered that night. What Im trying to explain is that this company completely unprofessional. Once they got their deposit basically they were paid and they were done caring about ***************** I dont know if this report will help anybody else. There seems to be no way to leave them of ****** review because I dont think they have a ****** account. But if anyone gets in touch with a better business bureau, looking for information about them, you have my permission to have them call me.

  Business Response

  Date: 03/10/2025

  Dear *****,

  
  Thank you for sharing your experience with Star Van Lines. We sincerely apologize for the frustration and confusion that occurred during your move. We deeply value our customers and take your feedback seriously. I would like to clarify a few points regarding the situation:

  
  Payment Instructions: As outlined in the original quote and contract, the payment structure is divided into three parts: a deposit, a payment upon pickup, and the final payment upon delivery. We understand that this may have caused some confusion, but the payment instructions were clearly stated in the contract you received. We apologize for any misunderstanding regarding the payment process.

  
  Guaranteed Delivery Date: The guaranteed delivery date is an additional service that comes at an extra charge. While we understand the urgency of your situation, we did our best to ensure that your furniture was delivered on time, despite the challenges. We sincerely apologize for any inconvenience caused by the timing of the delivery and want to assure you that we made every effort to accommodate your needs.

  
  Office ***************** is closed on weekends, and we understand that you attempted to contact us outside of regular business hours. Unfortunately, due to this, there was a delay in reaching a representative. When you were able to speak with ******, he was not in the office at the time, but he should have been more helpful in addressing your concerns. We will review this with our team to ensure better communication in the future.

  
  As a token of appreciation for your feedback, we would like to offer you a 20% discount on your next move or to any friends or family members you may refer to us. We hope this will help restore your confidence in our services.
  
  We truly appreciate your feedback, and we will continue to work on improving our customer service. If you have any further questions or concerns, please feel free to reach out to us directly. Thank you for your understanding.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23040650
  
  I am rejecting this response because I called ALL WEEK and got no response. And you - if this is ****** - were INCREDIBLY RUDE when I reached you on Saturday, telling me basically, it wasn't your problem. There was incredible confusion with the delivery people. They did not speak English, and I ended up freezing my bank account trying to put in information they gave me to pay them.

   

  When someone finally called me back on Saturday, they told me they were delivering on Monday. NOT the agreement. We went out of town early Monday morning and I explained this over and over to *****, ***** and finally - you. They, at least, appeared to care!

  It seems to me that once you got your initial deposit, you didn't give a hoot about what happened after that. I need you to reorganize your business. I know I'm not the only one who has gone through this with you.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/29/2025

  Dear Ms. ****************** you for your feedback.
  Please note that this response is being provided by a representative of our **************************** ******, whom you mentioned, is a member of our ***************** We have already addressed your concerns directly with him and have conducted an internal discussion regarding the situation.
  We are truly sorry to hear about the difficulties and frustrations you experienced during your move. We take your feedback very seriously and want to assure you that your experience has been taken into consideration as we continue working to improve the quality of our service and communication.
  Our team is committed to making necessary changes to ensure better coordination, clearer communication, and a smoother experience for all our customers. Your case highlights important areas where we can and must do better, and for that, we sincerely thank you for bringing it to our attention.
  We appreciate your patience and understanding and are here to support you should you need any further assistance.

• Initial Complaint

  Date:02/06/2025

  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.

  My initial quote was made initially by ****** ********* in the amount of $4,938.60. We had our home furniture taken and put into the truck to then have our final bill at $8,878.00. I was very specific about what items we had in the house. There was absolutely no reason for the final invoice to be that high. On top of that we were harassed about paying cash only. That also was not making me feel comfortable and we did not have the funds for the final invoice. We finally made payment and our delivery day was scheduled for February 3rd. The day comes and nobody contacts us regarding our furniture. We reach out and we are told it can take up to 28 days after their day of delivery. I have my work items in there and cannot wait 28 days. I need to work and because of this my employment is at stake. I need the job finished and I want compensation for the difference between the initial invoice vs the final invoice.

  Business Response

  Date: 02/26/2025

  Dear ********,

  We truly appreciate your feedback and are sorry to hear that your experience did not meet your expectations. While our records indicate that your belongings were delivered on time as outlined in the contract, we regret any frustration or disappointment you may have felt during the process.
  As a gesture of goodwill, we would like to offer youor any friends or family members you refera 20% discount on a future move. We value your business and appreciate the opportunity to improve our services.

  
  Please let us know if there is anything else we can do for you. We hope to have the chance to serve you again under better circumstances.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22907135
  
  I am rejecting this response because: our items came broken. Two broken tvs. My sons bed is broken. I dont even want to file a claim because we know it wont be processed correctly. You should have explicitly told us before having us sign a contract about the time frame. That is misleading in every way possible and Ill never contract you nor recommend you to anyone else. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 02/26/2025

  Dear ********,

  We are truly sorry that your belongings were damaged during your move. We understand how frustrating this must be and regret any inconvenience this has caused you.
  If you change your mind and decide to file a claim, you can do so through ****************. Please let us know if you need any assistance with the process.
  Once again, we sincerely apologize for the situation and appreciate your understanding. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22907135
  
  I am rejecting this response because:this still does not address the astronomical difference between the quote we were told vs the quote we had to pay. Sorry but this business is awful and our family has businesses. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 03/14/2025

   

  Thank you for sharing your concerns with us. I understand that the discrepancy between the initial quote and the final amount is frustrating, and I want to address this matter more thoroughly.
  The original quote provided was based on the information we had at the time, including an estimated volume of your items. However, upon loading, it became apparent that some items were not listed in the inventory provided, and the volume of certain items was larger than anticipated. Additionally, some of the items required special handling, as they were not able to be stacked efficiently, which resulted in the need for additional space on the truck.
  We strive for transparency in our pricing, and I apologize if this was not clearly communicated upfront. Our pricing is based on the space occupied in the truck, which is why any changes in the volume or stacking of items can significantly affect the final cost.