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Business Profile

Moving Companies

Luxury Van Lines

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 husband and I hired luxury van lines to relocate our items in a storage unit in *******, **, to our new home in **********, **, for a military relocation. After a lack of communication throughout the entire moving process with no clear delivery dates and us having to contact the company every few days to get any information, they finally delivered our items to our new home in **********. Upon delivery, we were told that we needed to contact the company to get weight tickets because the drivers did not have them. We communicated with the company while we were booking and throughout the process that we needed weight tickets to be able to be reimbursed from the military. Now that our move is complete, and the company has been paid, they keep telling us that we never asked for weight tickets. Our bill shows a military discount, and we were very clear that we needed weight tickets because this is a military move. We even texted the drivers asking them to get us weight tickets and sent locations for the truck to be weighed. The company keeps telling us that this is not their problem because we asked for weight tickets too late, but we asked for tickets when we booked the original move. At this point, they decline all of our calls. The only time I could get them to email me back was when I said that I was contacting the BBB. At this point, they told me that just because there is a military discount on the move, it does not mean that it is a military move, and that the notes do not include needing weight tickets. They are essentially telling us that this is no longer their problem, and that we just have to move on. Unfortunately, this would cause us to not be reimbursed thousands of dollars by the military because we have no weight tickets. I am looking for help in resolving this problem as they are completely writing us off and not helping fix a problem they caused they will be extremely costly to us.We paid a total of $4,125 Pickup date 12/09/2023 Job number M2310620

  • Initial Complaint

    Date:11/03/2022

    Type:Product Issues
    Status:
    Unresolved
    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.
    This moving company came into my home, claiming they broke down and packed furniture, they broke pieces off my bed, used their own boxes instead of the ones provided and said they would not 'charge me' for them, stacked the boxes to their shoulders, added on items from what they did take apart as an extra item, taped wooden shelves that were in my tv console and counted that as an extra item. The item list went from 45 items tops to over 60 with everything extra that was added by them. To top it off, they stole my AirPods, first claimed that they did not steal anything until I sent screenshots showing that they were out of the case and gave me a 150 dollar 'refund' when I tipped 160 dollars to begin with. I originally only planned to tip them 40 dollars period but was pressured by one of their workers to tip more because he was doing me a service by trying to give me a discount for all the 'extra items' they want to charge **** more than what was originally given and offered 100 dollars more on top of that after I have already paid them ****, when what was agreed upon was ****. They want another 900+ on top of that. They then threatened to hold my items in storage unless they are paid and I would have to pay storage and 900+ dollars. I will be pursing legal action as this is the classic bait and switched described on the BBB website and I will not tolerate it. The paperwork I received is blank on top of that. You cannot see any writing on it. They can either accept the **** dollars they have received already or nothing at all. I am not paying anything extra. They got more than what they are entitled to. They need to honor their original price.

    Business Response

    Date: 11/04/2022

    Thank you for letting us know your concerns, per email conversation, this issue has already been resolved.

     

    Customer Answer

    Date: 11/04/2022


    Complaint: 18354435

    I am rejecting this response because:

    The company cannot provide ANY documentation asked for. The company gave me BLANK documents. The company refuses to honor the ORIGINAL price given. The company is a scam. This has not been resolved and will not be resolved until the original price is honored or they will do as discussed and accept all funds originally given. The 'Manager' hung up the phone on me when I called. They are unprofessional scam artists. They need to be shut down immediately. I am keeping this OPEN until my items arrive and EVERY SINGLE ITEM BETTER BE THERE in the condition it was handed off with. I am reporting to every outlet including the ********* FMCSA anything and everything until the right thing is done. You do not go into peoples homes and burgle them, think 150 dollars is going to fix it. You do not charge 3 times the amount for 'cubic' feet and provide no evidence or pictures of that and think you will get three times the amount in pay. Provide paper work, provide pictures. This scam is outlined on the *** website, the BBB, and any other website. You NEVER CHARGE for CUBIC FEET. You don't have your own moving truck. You showed up in a BUDGET moving truck. You are a scam. REFUND **** dollars of my money. Or I will continue to report you to every avenue.

    Regards,

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

  • Initial Complaint

    Date:08/24/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company is a FRAUD!!! DO NOT USE IF YOU DON'T WANT TO BE SCAMMED!They overcharged my move regarding the space used by ~400 Cubic Feet. The estimated amount on the *** was **** Cu. Ft. When the truck was loaded, the mover wrote down the wrong number on the top of the Semi, counting from the back of the truck instead of the front (used to show how much cubic feet was used). It was close to **** Cubic feet used when the truck arrived, which makes more sense since original estimate was **** Cu. Ft. I unfortunately didn't have proof of this claim, other than my eyes and the movers who offloaded the truck, along with the guy who took a picture after the truck was loaded. The company didn't even attempt to rectify this with him or compensate me in any way. I only heard stories about bad moving companies, but now I know they exist. Take your business elsewhere and pay a little extra for a quality company like **********************************

    Business Response

    Date: 08/25/2022

    Billing adjustment denied without physical proof.

Luxury Van Lines is NOT a BBB Accredited Business.

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