Complaints

This profile includes complaints for Cobra Van Lines Moving Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cobra Van Lines Moving Systems

  90 Hackensack Ave Hackensack, NJ 07601-6018

• 

  Cobra Van Lines Moving Systems

  49 Walnut St Ste 3B Norwood, NJ 07648-1329

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:08/22/2025

  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.

  Cobra Van Lines, hired by Safe Ship, lost my deceased mothers safe.

  Business Response

  Date: 10/28/2025

  Hello Ms. *************** are very sorry to hear about your concerns regarding your shipment and understand how upsetting it is to be missing an item of such personal importance.
  Our records confirm that we received your completed claims form on October 9, 2025, and your claim is currently under active review and processing by our claims department. As part of this process, we are conducting a full inventory reconciliation to verify all items shipped, received, and delivered.

  If any missing items are located during this review, they will be immediately sent out to you. Once the investigation is completed, you will receive a written update and settlement communication directly from our claims team.

  We appreciate your patience while we complete the claims process and assure you that your case is being handled with care and priority.

• Initial Complaint

  Date:08/19/2025

  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.

  Cobra van lines moved us March 2024 and we filed our damage claim within the nine month. Period. When we did not hear back after nine months, we contacted cobra to ask them about our claim and they told us that it fell throughthe cracks. They sincerely apologize and they would be adding additional compensation due to the inconvenience. During that time I had a death in the family, my younger sister passed away, so I told them that I would have to get them the information they needed as far as the weight volume. Andrea assured me that all was well and that they would work with me given the fact that I had a death in the family.
  They are supposed to pay out $.60 per pound for the damaged items. That is what is clearly stated on their contract.
  When I spoke to Andrea in the office, she assured me that due to the circumstances of a death in the family that they would not close the claim. after they offered me a few hundred dollars, and I said I disagreed that we would go by weight, they sent me an email saying they were denying the claim due to the length of time. They did not bother calling me and I kept in contact with them the whole time trying to get this issue resolved. They damaged many that cannot be replaced or fixed not to mention damaging a huge gun Safe. They simply do not want to pay out on the claim so are saying that it took too long. That’s why they’re denying the claim. The fact of the matter is they breach the contract by not having it completed within their 120 day timeline which they told me it be. I had to call them and then they had to restart the claim because they couldn’t find any of the paperwork. I had toresubmit all paperwork and pictures. In my eyes that should’ve started the clock all over again. This is a fraudulent and terrible company that is just robbing people blind and not paying out on claims.!!

  Business Response

  Date: 10/28/2025

  Hello Ms. ****** We are sorry to hear that you were dissatisfied with your relocation experience and the outcome of your claim. After reviewing your file in full, we would like to provide clarification on several important points regarding your claim and the actions taken by our office.

  Your claim was received and reviewed in accordance with federal regulations and the valuation protection you selected at the time of booking, which was the Limited Liability Valuation at $0.60 per pound per article. This is the basic level of coverage required under federal law (49 CFR 375.201(b)(3)), and it applies strictly based on the weight of the item, not its replacement value or sentimental worth.
  

  A majority of the items listed in your claim were noted as PBO (Packed By Owner) on the inventory and Bill of Lading at pickup. As stated in your signed contract and valuation documentation, the carrier cannot be held liable for internal damage to cartons, containers, or items that were packed, sealed, or prepared by the shipper. Because the carrier cannot verify the condition of these items at origin, they are not covered under the selected valuation protection.
  

  Despite the above exclusions, our claims department processed your file and provided a settlement offer based on the compensable items under your valuation selection. In addition, as a gesture of goodwill due to the delay and inconvenience, our office extended an additional $100 good-faith offer above the calculated settlement amount. This offer was made in good faith and represented a sincere attempt to resolve the matter amicably. Unfortunately, you declined both the original settlement and the additional good-faith offer.
  

  *********** policy and federal claims-handling procedures, when a customer ************************* the final settlement offer and no new documentation or grounds for reconsideration are provided, the claim must be formally closed. Along with your settlement correspondence, you were also sent arbitration information, which provides an independent, third-party avenue for resolution should you wish to pursue the matter further.

  We truly regret the difficulties you experienced during this process, especially given your personal loss at the time. However, we have followed all contractual terms, federal requirements, and company policies in the handling of your claim. The settlement and additional compensation offer extended to you were both made in full compliance and good faith.

• Initial Complaint

  Date:08/06/2025

  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.

  Cobra van lines moved our house goods from Massachusetts to Texas. They arrived late due to truck issues. They packed our stuff in there van on June 25-26th. We paid extra for guaranteed delivery on June 30, 2025. We contacted them on July 3rd we received call back on July 4. On july 7th they arrived and demanded cash only then told us ***** to pay balance 6995.00 I attempted to pay driver but ***** wouldn’t allow us to due to fraud flags against the driver and attempted to ***** cobra van Lines but again ***** wouldn’t allow us to due to there fraud alerts. So then cobra van lines told us to give driver 600. So he would wait and see if we could figure out another way. Which I did. Then the driver left at 3pm. I was on the phone with *****, cobra, and safe ship mover and our bank. They advised me to call me bank and have them overnight a cashier check to us and to notify them when we received the check. We got a email that night on July 7 stating our balance was going up 4700 for storage fees for refusal of delivery…. So now we owed 11,000., we call our bank on July 8th and had the bank check overnighted to us and received it on July 10 and called cobra van lines to notify them of payment like we were advised to and they told us our stuff was being loaded on a truck and someone would call us that night……. Nothing. Cobra van lines never called us again . I started to call the broker safe ship movers and all I got was no update yet they are looking for a truck or a driver…. Our family has been in a hotel for 5 weeks ….i filed a complaint with the fmsca on Monday and Tuesday I received a call stating that someone would call us that night about delivery and no call…. We need our stuff my children are starting school on Monday 8/11 and we need our beds, clothing… please help .

  Business Response

  Date: 11/10/2025

  Dear Ms. *************** understand how stressful moving can be and appreciate the opportunity to clarify the details of your relocation from ************* to ******

  Our records show that your shipment was picked up on June 25 and 26, 2025. You originally selected a guaranteed delivery service for June 30, 2025, however, due to an unexpected truck issue, this date could not be met. As a result, the guaranteed delivery fee was fully deducted from your balance due, leaving a remaining total of $4,283.72 due at the time of delivery.

  Our driver made several attempts to complete delivery on July 5th, 6th, and 7th, but payment was not available upon arrival. Although our standard policy requires payment prior to unloading via cash, postal money order, or Zelle, we made multiple exceptions to accommodate you, including offering to accept Venmo and/or credit card payments. Unfortunately, both payment methods failed on your end, with ***** flagging the transaction as a fraud alert (though other customers successfully used Venmo that same day), and your available credit card limit was insufficient to cover the balance due. You also informed the driver that you would need to wait until your bank reopened in to obtain payment.

  After several days of unsuccessful delivery attempts, the order was classified as a refusal of delivery due to non-payment, and re-delivery and storage fees totaling $4,761.50 were assessed per the signed agreement, bringing your total balance due to $9,045.22.

  You later confirmed on July 23, 2025 that payment was available. At that point, you were informed that under *** regulations, we had 30 business days from that date to complete the re-delivery. Your delivery was successfully completed on August 8, 2025, which was well within this timeframe.

  As a courtesy and to help resolve the matter, all additional storage and re-delivery fees were waived, and you were only required to pay $4,761.50 at the time of the second delivery attempt.

  Cobra Van Lines made every effort to work with you through extended communication, flexible payment options, and waived fees. We completed your delivery within federal guidelines and believe the resolution provided was both fair and in full compliance with DOT regulations.
  

  If you have any additional questions or concerns, please feel free to contact our office directly at ************.

• Initial Complaint

  Date:07/24/2025

  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.

  It has been a total of 34 days since Cobra Vanlines moving company loaded my belongings onto their truck in *********, and 20 days since my first date of available delivery *******, **, and I still do not have my belongings. My items were not even loaded onto a delivery truck until July 18th, 4 weeks after they have had them in their warehouse and despite knowing my first date of delivery was on July 4th. Not to mention, during the actual pick-up, the drivers were 3 hours late and broke one of my items. Today is July 24th and my belongings are still not here and no one at Cobra Vanlines can even tell me which state my belongings are in. I have consistently asked for more communication on the whereabouts of the driver, but for reasons unknown to me, they don't seem to have any sort of tracking on their drivers and have made no effort to obtain more information despite me vocalizing how disruptive and distressing this has been. Their website says their "commitment is to your satisfaction....to guarantee your move is smooth and professional every step of the way." but I've had the opposite experience. I do not get the sense that this company cares at all about my satisfaction - which was solely to pay them thousands of dollars in order to receive my belongings in a stress-free, informed, and timely manner.

  Business Response

  Date: 07/29/2025

  Were sorry to hear that this customer was unhappy with their moving experience. At Cobra Van Lines, we are committed to providing a smooth and professional relocation from start to finish, and we strive to ensure every customer is fully satisfied with our service.
  
  First, we understand the frustration caused by delays in delivery and lack of timely communication. However, it is important to note that per the terms of the Bill of Lading and the signed contract, delivery can take up to 30 business days from the customer's first available delivery date, which was July 4, 2025.
  
  The customer was informed on July 21, 2025 that her delivery was going to take place between July 25 and July 27, which was accurate information, and within that legally permissible delivery window. Additionally, as a show of good faith, we did discount the delivery balance due by $300, even though we were still within the legal delivery window. While we recognize that waiting for personal belongings can be stressful, delivery times can vary based on route availability, consolidation logistics, and federal transport regulations.
  
  We also acknowledge the concern about driver tracking. While real-time GPS tracking is not currently available to customers, our dispatch team does monitor and coordinate routes internally. Delays in updates may occur when drivers are in transit or off-grid, but we strive to provide as much information as is available to us. The customer was also informed that her specific delivery driver was making deliveries in ******* prior to make deliveries in *******, such as her own.
  
  We regret that this customer feels dissatisfied with the service, however, at this time, since delivery has now been completed, we believe we have fulfilled our contractual obligations and remained in compliance with all federal guidelines.

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not find this resolution satisfactory, but I do not wish to spend any more of my time dealing with this company that deprioritizes the customer experience and hides behind the fine print in a contract to justify the cost of poor service quality.
  
  Regards,
  
  Alyssa Greenhouse

• Initial Complaint

  Date:07/18/2025

  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.

  We had called this company to have them pack our boxes and ship them from **********, ***********, to *******, **. It took them almost a month to come and get our stuff. Once they got there, they started adding more to our bill. Our bill doubled by the time they left. Once they left, the car haulers were supposed to be coming in a few days to pick up one of our cars to transport it, as I have arthritis in my spine and I am not supposed to drive. We were going to leave the keys with a neighbor so they could give the keys to them. Things changed when our house was rented out before they came. I called them 7 different times to cancel to transport and was told each time they would call me back. Never once did I get a call back. I had no choice but to drive the car and pay someone to help with it. It took from May 18th until Jun 4th for them to deliver our belongings. We have found that the glass shelving for all 3 curio cabinets and my china cabinet is nowhere to be found. I have a very large collection of trinket boxes 17 of them are broken. Some can never be replaced. The driver told us that since we had more than 12 steps, if he wrote it in the bill, they would charge us more. But if we gave him $200.00, he would call it even. I called and got nothing but grief from them.

  Business Response

  Date: 07/29/2025

  We are sorry to hear that the customer was dissatisfied with their moving experience. At Cobra Van Lines we strive for the best possible experience with all customers.
  
  We would like to clarify several important points regarding the customer's concerns:
  Auto Transport Services:
  Cobra Van Lines does not arrange or coordinate vehicle transportation. The car shipment referenced by the customer was booked through their broker, ******** **************** We are not affiliated with or responsible for any car transport services, including scheduling or cancellations related to the vehicle.
  
  Pickup and Delivery Timeline:
  The customer's pickup was scheduled and successfully completed on May 18, 2025, which matches the agreed-upon date. The First Available Delivery Date (FADD) listed on the customer's paperwork was May 19, 2025. As stated in our contract and in accordance with federal regulations, we legally have up to 30 business days from the **** to complete delivery. The customers items were delivered on June 4, 2025, which was well within that time frame.
  
  Additional Charges and Stair Fee:
  All additional fees, including the stair fee, are clearly disclosed in the customers signed estimate and contract documents. The original estimate was for ***** cubic feet or 121 items, however, on the contracted pick up date of 05/18/2025, when the ******* arrived, it was revealed that she was taking up ***** cubic feet, or 255 items total. The contact signed does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer has to be charged for it. Any charges for services required at the time of delivery, such as stair carries or other access-related services, are standard in the industry and are applied when necessary to safely complete delivery.
  
  Missing or Damaged Items:
  We are sorry to hear that the customer experienced damages. As also outlined in the contract and in accordance with federal law, customers have 9 months from the date of delivery to file a claim for any lost or damaged items. A claims form was sent to the customer on June 6, 2025, but as of today, we have not received a completed form. We encourage the customer to submit the claim so that our claims department can formally review and process it.
  
  We believe we have fulfilled our contractual obligations and remained in compliance with all federal guidelines. We remain willing to resolve any valid claims in accordance with the procedures outlined in the customers agreement.

  Customer Answer

  Date: 07/30/2025

  
  Complaint: 23621277
  
  I am rejecting this response because:

  I did request a form for the damaged items and it was never sent.  The guys that came out to pick up our items took forever to load up the truck and there was  no room on the truck for any other items. I agree with this. When you came to deliver the items there were no where near all of the boxes. We found missing glass shelves for 3 curio cabinets that your company packed along with the glass shelves for a China cabinet. There are 30 boxes that are still missing. We want to know where they are. Also we want to know why your delivery family came to us and told us that we to many stairs at the end of the delivery and that they could put it in there work sheet and the company could charge us there fee, or we could just give the $200.00 cash and call it even. I asked them where the extra boxes where and he told me that I would have to call the company because he just drove the truck. He said that we had a load that no one else wanted to do because it was in a state that no one wanted to go to and pick up from because people don't want to pay and just leave there stuff in the warehouse. I asked what that had to do with me. I am not sure how this company can not bring all my stuff  and brake a lot of my items. I want to know where my items are along with the form that I was suppose to have sent to me. 
  
  
  
  Regards,
  
  ****** ***** *****

• Initial Complaint

  Date:07/02/2025

  Type:Delivery 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.

  The movers took my stuff on June 8th and ever since then, no efforts to do a timely delivery and still holding on to my stuff. Their ********************************************************************************************** calender days. Still no updates and have not left ******* and now won't pick up my calls to get my stuff delivered.

  Customer Answer

  Date: 07/17/2025

  
  
  Better Business Bureau:
  

   

  The moving company finally delivered my stuff today.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/17/2025

  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.

  They have delivered my items damaged and or missing I delayed only in an email but they declined fulfilling a claim , offered $240 in damages but the values was more and after saying was not acceptable they declined any payment they damaged 3 dressers coffee table kitchen table ******************************************************************************************************************************* driving I had boxes opened and retaped but them they packed my TV but says I did they have pictures of damage over 100 of them and yet they think taking advantage of a ************************************************************************************************************************** not to call a lawyer as this gave them time to make me be the fool any my king bed had a adjustable mattress frame and it was damaged and all wires and remote was missing my Xbox ***** and Roku sticks were gone glass kitchen items broken there is a reason they are not a member of BBB they are a very bad company and should be prosecuted to the full extent of the law value of replacement is over $8,000

  Business Response

  Date: 06/07/2025

  We appreciate the opportunity to respond to the concerns raised by the customer regarding their move.
  The customer submitted a formal damage claim to our office on March 16, 2025. After a thorough review, a settlement offer was issued on April 17, 2025, in accordance with the valuation coverage selected by the customer. Per our records, the customer chose basic valuation protection, which provides reimbursement at a rate of $0.60 per pound per item. This is not full replacement value and is clearly stated in the pre-move documents and the signed **** of Lading. Many of the items listed in the claim were Packed By Owner (PBO). As stated in our terms and conditions, we do not cover damages to items that are packed by the customer, as we cannot verify their condition prior to transport or ensure they were packed using appropriate materials and methods. When the settlement offer was issued on April 17, 2025, the customer was informed that they would have 10 business days to accept or provide any further documentation or objections. They were also advised that if we did not hear from them within that time, the claim would be considered closed due to lack of interest. While the customer did contact our office again on May 8, 2025, no additional documentationsuch as proof of purchase or product linkswas ever submitted to support the values claimed or to dispute the settlement in accordance with our claims process. Since no further correspondence was received, and no supporting materials were provided, we informed the customer on May 15, 2025 that the claim was formally closed due to lack of interest. We take claims seriously and are committed to handling them fairly and transparently. However, we must adhere to the valuation agreement selected by the customer and our established claims procedures.

• Initial Complaint

  Date:01/22/2025

  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.

  I contacted this company for moving services. After I paid the deposit of $677 I came to realize how unprofessional and shady they were. All phone calls to them resulted in different amounts being charged. I could never get documents in writing due to their system. The movers showed up 8 hours late (10 at night) and started adding more fees upon entering the house. They wanted double the balance due in cash before moving anything. I am a senior woman living alone. I had to call my nephew to kick them out.

  Business Response

  Date: 01/23/2025

   

  We just received the following complaint - Complaint ID: ******** from a Ms. ***** *****, however, I am unable to locate a customer with that name or information. I have searched our system for the phone number, email address and physical address provided in the complaint.

   

  Thank you,

  Miranda

  Customer Service Manager

  Cobra Van Lines

• Initial Complaint

  Date:04/02/2024

  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.

  Cobra was subcontracted by another moving company to move me from CA to MD. Contents picked up in Dec 22. About 20 items was delivered in Jan 23 and the remaining partial delivery was delivered in Feb 23. When the 2nd delivery came I called Cobra and told them that this was not my entire delivery and about how wet my items were bc of the semi's damage. They told me to take inventory and file a claim with their ins company. It was discovered that I have over 30 boxes missing, I have other people's stuff and every piece of furniture/tv I own is scratched and damaged beyond repair. The 2nd semi had a hole in the corner over my contents, there was a massive rainstorm on the ********** and all of my contents was damaged and/or destroyed. The damage was well beyond what you would expect when reasonable care was taken with your belongings. They also packed my contents in the truck with no concern of breakage. I had to get family to unload the semi bc the driver and his partner were arguing the entire time even though there was a severe language barrier. I filed my claim with the insurance company in the allotted time. Months later I received an email stating that the ins company no longer represents Cobra and my claim would be handled in house. I called Cobra claims **** numerous times, left voicemails and never rec'd a call back. Got 1 email stating that they are working on my claim. Finally received an offer of approx $350 for my missing boxes and damage on Feb 21, 24. I sent an email back on Feb 22, 24 and declined the offer. Called several days later. No response. I finally rec'd an email on March 27th stating that my claim was closed due to no interest on my part. This is absolutely not true. I have been trying to call every day and email trying to get this resolved to no avail. I am being ignored. Is this the way that they treat disabled vets and other customers.

  Business Response

  Date: 04/02/2024

  Hello *********************************. I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. In regards to your claim, you do have 9 months from the date of delivery to file your claim prior to the expiration of said claim, however, you may only submit a claim once. On December 31, 2023, we terminated services with CSI Pros, and your claim was transferred to our in-house claims department. After this transfer, your claim was evaluated, and you were provided with a settlement offer of $361.20 on February 21, 2024. Within that email, we did let you know that we would require approval of your settlement offer within the next 10 business days, otherwise your claim will be marked closed for lack of interest. Unfortunately, the emails you sent on February 22, 2024, were never received, and therefore you claim was closed due to lack of interest. You were informed of this on March 27, 2024. Additionally, I have reviewed our call logs, and it shows that you have only left two voicemail messages between January 1 and today, April 3. I do apologize that those calls were not returned, however, please bear in mind that our claims department is only open 1pm-7pm EST Monday-Friday. We would be more than happy to re-evaluate your claim, however, please keep in mind that your compensation rate is based on your coverage amount of $0.60 per pound. Additionally, please note that per your signed paperwork from the date of pickup, the carrier is not typically responsible for items that are indicated as Packed by Owner nor does your valuation coverage cover valuables or items that are not indicated as not delivered or delivered in a condition different than their condition at the origin. At this time, your claim has been re-opened, and you will receive additional instructions via email, as we do require documentation/receipts indicating why it should be re-reviewed (including links to the purchased items). From then, we will review your claim again to see what settlement adjustments you are ***********. Failure to supplement the aforementioned information may result in your claim being closed due to lack of interest.  If you have any additional questions or concerns, please contact customer service at **************.

• Initial Complaint

  Date:03/25/2024

  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 contacted ******* first Movers to get a move from ***** to ************. They contracted Cobra to do the move. I was given a pick up date which turned out to be a day before the actual pick up, so I was already flying to my new home with my pets. My ex husband had to stay behind to be there for the pick up. They told him it would be additional money and they required cash or cash equivalent. In total the move cost me over 12k for a medium sized truck to go from ***** to **. They asked my ex to sign the papers and asked about the delivery date to me here in **. He signed off on March 26 2024. I never heard from them after the pick up on the 20th and assumed they were transporting my things. Today, March 25, I called to confirm delivery tomorrow. I was told my things had been unloaded. I asked what that meant. It turns out they wanted to deliver the items today, the 25th, and had decided I was not available. I was, I wasnt contacted nor told that theyd be holding my things in storage. I spoke with customer service and they were zero help. I have the majority of my clothes, my computer, my prescriptions (I brother enough medicine for a few days assuming I could trust these people), and many other items I needed in these boxes. I was told Id hear from them anywhere from 2-14 days about when I would have my things delivered. Id say this is a horrible experience. Horrible company to deal with during an already stressful time. Im visually impaired so not having my computer for an unspecified amount of time is quite detrimental for work and school. Avoid America First and Cobra Van Lines no matter how nice they seem to be. Its all about the money.

  Business Response

  Date: 04/02/2024

  Hello ******************, I am sorry to hear that you are unsatisfied with your relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. The contract you signed with ******************** Services does state that they are a licensed broker and not a carrier and will not transport your household goods but will coordinate and arrange for the transportation of your household goods by an authorized carrier, which was Cobra Van Lines LLC. According to your original estimate with ******************** Services, you were transporting ***** cubic feet. On your contracted pickup date of 03/20/2024, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with ************************* Services does state that if any additional pieces, packing services, cubic feet or labor services are added at the time of pickup, then the customer has to be charged for it. Additionally, with long distance moves, after the items are picked up, they are then brought to the closest carriers warehouse, where they are stored until the customer is ready to receive delivery. After that, the items are then loaded onto a semi-trailer with other customers items in order for the carrier to make multiple deliveries on a route. Per your signed estimates with both ******************** Services and Cobra Van Lines, your first available delivery date is not a guaranteed delivery date, as it is the date you are stating you first have access to your delivery location. At the time of pickup, it was indicated that your first available delivery date was 03/25/2024. At this time, your items have been loaded and are in transit towards your delivery location in ************. Your delivery is expected to take place within the next few days. As mentioned during phone call conversations with customer service, and via email, you will be contacted 1 day prior to delivery occurring directly from your delivery driver. If you have any further questions or concerns, please feel free to contact customer service at ************.