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:08/11/2024

  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 had a scheduled pickup on July the 26; However, no one showed up until the 27th, which wasn't a problem, the problem was when they got into the house, they came with a complete different order, I ordered large boxes and paid for larges boxes but when the loader came, he said they were small and required me to pay $500.00 for exactly what I paid for already. I had no problem still because I wanted my stuff to be gone. I was told that my stuffs would be delivered after 4 days which would have been July 30th, today is August 11th, 2024 and I'm still waiting, Every time I tried to call, I could never get anyone but the dispatcher and wouldn't provide an exact date as they would always give an excuse. the charge was over $2000.00 and yet I'm still waiting, I moved since the 28th, imagine having nothing in a new house with a whole family and 3 students.

  

  Business Response

  Date: 08/12/2024

  We deeply Apologize for the inconvenience. We experienced major delays last week in the north and south of the east coast due to weather conditions which caused a delay with our logistics. We are now back on track and are scheduled to give the customer a call Tuesday for Wednesday or Thursday delivery. We have communicated and answered all of the customers questions through out this process. We will try to expedite his Goods for earlier delivery. I apologize once again for the inconvenience.

  Customer Answer

  Date: 08/13/2024

  
  Complaint: 22126679
  
  I am rejecting this response because:
  You are lying in your statement,

  1) I first want to say this our agreement was never scheduled to be for last week.

  2) Since after you guys pickup the merchandise on the 27th and told me that I would receive everything within 4 days, my kids had to start school on August 5th, I had nothing with me as I was waiting you guys, I'm sure you guys should check the weather before giving anyone any dates on a delivery. 4 days has passed, I didn't received any calls, I called and could never reach anyone but dispatch and dispatch said they would have the booking call me which you guys never did. Therefore if you stated that you have communicated with me, please upload your call log
  
  
  Regards,
  
  ********************* *****

  

  Business Response

  Date: 08/13/2024

  We Apologize once again for the inconvenience. The Customer Delivery is scheduled for tomorrow. Many things happen throughout the process of a move. Maintenance or warning light in the truck and weather is something uncontrollable. However we do our best to communicate with not just one customer but all our customers. Please feel free to contact us is you have any other questions. Thank you

  Customer Answer

  Date: 08/14/2024

  
  Complaint: 22126679
  
  I am rejecting this response because: 
  I do not agree with that because all those that happened are really not my problems, I paid for my stuff to be transferred, I should have to get to this point with you guys but because you refused to communicate, I had to go that way just because I could not have a delivery date. I have spent money that I should have spent just because you violate the contract. Therefore I need a reimbursement of that second charge that was $500 because of that delay and the expenses I made for my kids and my house.
  
  
  Regards,
  
  ********************* *****

  

  Business Response

  Date: 08/14/2024

  We apologize for the inconvenience , but we are still within our guidelines for delivery. Your goods have been delivered today. A full service has been completed and we cannot offer any additional  discount towards your invoice since we already applied an earlier discount. We do assure that have these weather implications  not happened we would of delivered your goods  sooner and once again we apologize for that it something we cannot control. Thank you

• Initial Complaint

  Date:07/10/2024

  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.

  Paid Top Tier Van Lines on 6/19/24 1272 to move our items from ** to ********** has been 22 days and no items have been delivered. i have no idea where they are or when to expect them. they will not provide me with the location of my items so i can make alternate arrangements. they will not provide a WINDOW of delivery options.

  

  Business Response

  Date: 07/11/2024

  Good Morning , 

  We apologize for the inconvenience the customer was picked up on 6/19/24 however her first available day for delivery is 6-25-24 the guidelines for delivery start as of that date and we have up to 21 business days to deliver her goods. In Addition, She has a delivery restriction in which she cannot receive delivery on the weekends in which we are trying to accommodate to her as well. If there was no restriction she would have been delivered already as we where intending to deliver  and she said she could not accept on weekends so we have to wait for the next available truck going in that direction that can deliver on a weekday. According to delivery guidelines once a customer is ready for delivery they must be able to receive any day we intend to deliver, in this case with the restriction of not being able to deliver certain days it will cause a delay and there is normally a charge for that which we are not charging her for but just trying to work around her restriction. We have been in communication with the customer in regard to her goods being safe and delivered. She has not been ignored and has been asked to work with us as we are tryin to work with her to complete the service of her move. We will reach out to her once her goods are loaded with an ETA. Thank You

• Initial Complaint

  Date:05/13/2024

  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.

  Date of transaction-05/09/2024 The amount due to business $1850.00 The amount paid to date: $1,150.00 *********** has not honored the agreement:1. I do not know where my items are and they will not provide updates.2. I was advised that I could pay on a credit card and they are demanding cash.3. Company will not answer calls.4. Scam I have recorded conversations with ***************** regarding payment and delivery and updates. ***** could not answer any questions about the change in payment request by now claims he is a supervisor.SCAM

  

  Business Response

  Date: 05/16/2024

  We have been in contact with ****************. The last Call we initially received related to her file was from her husband prior to her pick up since then we did not receive a call from the customer. We are scheduled to load her goods on 5-17-24 which we sent a message via text on the update. She and her husband will receive a call with an ETA once the driver leaves to head in the direction of her delivery. In Addition, if we would of had an active merchant we would have no problem processing **************** Credit Card. **************** was given the choice of other  method of payments aside from cash. **************** paid via Zelle which its highly recommended since it is safe and fast and has no processing fees. We apologize for the inconvenience and we will do our best to expedite  **************** move to LA. 

  Customer Answer

  Date: 05/16/2024

  
  Complaint: 21704209
  
  I am rejecting this response because: there was no issue with my payment. Absolutely NO DELAY IN PAYMENTS.  The issue was the top tier representative, ***************** informed us that we could pay with a credit card for the reservation, pick up and delivery.  I have a recorded conversation from the representative, *****************, where he stated the aforementioned information.  I was also told my *** that my items would not be on another truck with other families. That was a lie.  ***************** in the recording stated that my belongings would be delivered on May 14, 2024. As of May 16 my belongings have not been loaded or delivered to me. Additionally my husband and I share disappointment with the services provided.  Moving our son home from college should have been a simple task; ***************** assured us it would be but it has been far from simple. It has been a nightmare. None of my sons items were wrapped in blankets as described on the paperwork. When we asked the workers for blankets they said they didnt have any.  ************** has tried intimidate me when speaking with me but when he speaks with my husband his approach changes. I received a text massage from ***************** stating that the truck broke down.  Then the next day I received a message stating that the text was sent in error.  For days my calls went unanswered and ***** has the audacity to reference me not taking one call.  I did not take his call because I was a GRADUATION and planned to return his call the next day during business hours.  I respect business hours unlike ************ texting me at 5:22 am.  Working with Top Tier and its representatives has been a nightmare. I do not recommend your company.  
  
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 05/20/2024

  We deeply apologize for the inconvenience. ***************** has been very disrespectful to the whole company in general that is why we have chosen to communicate with her husband. Her payment was not delayed we did not state that, have we had an ACTIVE merchant we would have no problem processing her transaction but we did not have an active merchant which we apologize. We understand ***************** is unsatisfied with our service and will do our best to finish the service of her move. She is scheduled for delivery this week which is well within her guidelines for delivery. Her goods where also wrapped in blankets at our warehouse  which we can provide pictures. 

• Initial Complaint

  Date:04/26/2024

  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.

  Movers were to pick up my household goods beginning 8 to 10 am today, I had someone there to open up for them who waited until after noon. They never showed up or called. Do I smell a scam?

  

  Business Response

  Date: 04/27/2024

  Good Morning, 

  We spoke to *** ***** in the morning  and explained to him why we were unable to follow through with his relocation. We did not SCAM *** ***** We followed up with him and also assured him his refund on  his deposit since we did not provide him a service. A SCAM is someone that will take your money and not provide a service in this case his deposit was refunded.  We apologize for the inconvenience and wish him well on his new residency. 

• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising 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.

  On October 25, 2023 I went through *****'s list to set up a out of state move. *****, a representative from this company, quoted me and my family $3700.00. I received this quote via email and each one was signed. She was given a complete inventory of a two bedroom apartment. Majority of the packing was done by family, packing materials were used for the fragile items only! November 17, 2023, the movers show up and move the goods, after 90 percent of the move was completed we were told by the ******* that the price will change!! I was confused because we were quoted and signed a final price upon the initial call. We were informed that the price would double!!! I was completely shocked and disgusted!! We had no alternative with this sudden price hike! I felt and still feel that this was deceptive and not professional. It was too late to change anything once the goods were on the truck. I did attempt to reach out to *****, three separate times, she never returned my calls! I'm on a fixed income and can't afford this scam!! This company needs to be more transparent and respond when it comes to handling the public. Additionally, I asked the ******* for a Veterans discount and was completely ignored!!! I'm using this platform hoping to get a satisfactory resolution and to warn other hard working consumers about companies like Van Lines, who use deception and false information to obtain profit!!! Also, original contract has expired according to the link that I received from *****.

  

  Business Response

  Date: 12/05/2023

  Good Day,

  We directly contacted the customer in regards to her move and We have found a solution to her complaint. Any further questions or concerns please do not hesitate to give us a call. Thank You

   

  Top Tier Van Lines