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:11/16/2023

  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.

  In the beginning of October my mom hired this company to help move her across the country to be closer to family. Amongst lots of chaos with the movers packing boxes and moving stuff in and out, her cat went missing. She asked the company to please check their trucks and make sure the cat didnt get in there and they reassured her that the cat was not in there with her items. On November 11 her items were delivered to her storage unit, and by some miracle her cat was found inside a piece of furniture that had been wrapped by the movers. This company is absolutely horrible, their costumer service team tried to claim that what my mother was saying was untrue, that the cat couldnt have been in there. We were just as shocked to find her alive, we have other animals and know what happens without water.. We have photos of the wardrobe the cat was locked in for almost 40 days, covered in urine and its own f**** The vet couldnt believe she survived either, and after several days with iV and meds the cat is doing ok, but after losing 90% of her body weight and being trapped without being able to move much, we have a lot of recovery ahead. My mother is absolutely traumatized by the encounter with this company and their lack of compassion or willing to take any responsibility! Please do not use ************************ or cobra vanlines company!

  Business Response

  Date: 11/17/2023

  Hello ****************, I am sorry to hear that you are unsatisfied with your mothers relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. Per our records, your mother, *************************, originally had her move scheduled for 10/01/2023, however she asked that we delay her pickup as her cat had gone missing. The pickup was subsequently rescheduled for 10/03/2023, to allow two days for your mother to search for the missing cat. Upon arrival to the pickup location, the ******* and pickup crew recall that no cat was at the location, which made them assume that either the cat was located and transferred to a secure location or not located and the search would continue after pickup occurred. At no point in time did the ******* or the pickup crew open the cabinet in question, as the only responsibility of the crew with the said cabinet was to blanket and pad wrap it. As a pickup crew, we are not responsible for checking items to ensure that nothing is in them, as that is the sole responsibility of the customer. While I can sympathize with your mothers situation, and hope the cat improves health wise, the responsibility of this situation falls on the customer, not ********************** or *************************. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 11/24/2023

  
  Complaint: 20880091
  
  I am rejecting this response because:
  
  Your company moved an entire truck load on 10/1 and was asked by my mother to check your trucks for her cat. She was assured that they checked the truck and that the cat wasnt on there when clearly she was.  Another set of movers came back on 10/3 to resume the move because my mother assumed since your company checked the trucks the cat must have been somewhere outside or around the apartment. But the furniture that the cat was in was loaded into that first truck. We have all the paperwork saying so and text messages with the driver of the truck that first day.  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/07/2023

  Hello ****************, I am sorry to hear that you are unsatisfied with your mothers relocation experience. Here at Cobra Van Lines, we try our hardest to meet customer expectations. As previously stated, it is the owners responsibility to ensure that animals are accounted for prior to movers showing up. Our drivers searched the truck and surrounding area for your pet and unfortunately we werent able to locate it. It is solely the owners responsibility to check the inside of furniture items prior to loading, as the only responsibility of the crew with furniture items is to blanket and pad wrap it prior to loading the furniture onto the truck. Once again we are happy that your pet has been located and is recovering well, however Cobra Van Lines LLC is not responsible for the security and safety of clients pets. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

• Initial Complaint

  Date:10/25/2023

  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 was subcontracted by AmerSafe to move my furniture. They picked up up my Furniture on 9/25. I have called every day and they cannot provide me an update on anything. They have no expected delivery date and are not willing to do much research. I would like to have my furniture. Also when the came to pick up my furniture that increased the price. I should have walked away at that very moment. I need help getting a response and getting my furniture delivered.

  Business Response

  Date: 11/15/2023

  Hello Ms. *******, I am sorry to hear that you are unhappy with your services. The contract you signed with ****************************** 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 the original estimate with ****************************** you were transporting 397 cubic feet. At the time of pickup, when the ******* arrived, it was revealed that you were taking up 550 cubic feet. The contracts you signed with ****************************** 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 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 ****************************** 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. From your first available delivery date of September 30, 2023, delivery can take anywhere from a few days to a few weeks to be completed, however, we legally have 30 business days to complete your delivery. Additionally, your delivery has now been completed, well within the legally 30 business day window. If you have any additional questions or concerns, please contact customer service at **************.

• Initial Complaint

  Date:09/07/2023

  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.

  Nature of the complaint: First, this was the most unprofessional move of my entire life and I move often with the military. The company sent two men to pack my entire house in a day with a truck too small to accommodate my belongings. When I called to ask about more help, the ******* became so upset by this that he yelled at me and threatened to cancel the job in the middle of the pack. While it may seem like there are missing elements to what caused him to threaten this way but I assure you there was not. It forced my 70 y/o mother and realtor to have to help me pack while the two movers loaded. Then my shipment was involved in an accident e route where the trailer hitch on the semi broke resulting in my items being transferred off to new trucks in the middle of the night on the side of I95. When my things arrived, there were once again two crew, one who almost never left the truck. I was forced to help unlock my own things from the truck and help the ******* carry in my furniture. Almost every piece of wooden furniture I owned was damaged, gouged or scratched, plus numerous other damage including them totaling my Steinway upright piano. Then when I filed my claim, CSI returned it to Cobra because they failed to authorize the payment. That was in March of 2023. The move was September of 2022 Its now September of 2023, I still havent been reimbursed my merger claim based on $.60 to the lb, and all because Cobra has been promising to send the shipping documents to SCI for the last 6 months. A word of caution to anyone using Cobra Find. Anyone. Else!

  Business Response

  Date: 06/11/2024

  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. According to the original estimate with ****************** you were transporting ***** cubic feet, however, at the time of pickup, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contract you signed with ****************** 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 your original estimate, the standard amount of crew to be dispatched is 2 persons, however, since the original estimate from ****************** was underestimated by the broker, we were unable to dispatch the correct amount of persons on your pickup date, however, according to our records, we did dispatch and additional 2 persons the following day in order to complete the pickup in a timely manner. Regarding your claim for damages that occurred during your relocation, I do see that we authorized the settlement amount through CSI in October of 2023, however, I see no information on if you accepted the settlement amount on your end. If you did in fact accept the settlement and are able to provide the signed release form, then we would be more than happy to provide you with your settlement check as soon as possible. If you have any additional questions or concerns, please feel free to contact us at *******************************

• Initial Complaint

  Date:08/22/2023

  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.

  On June 17th, I hired **************** Services" now known as "Ameri-*********** Services", a part of the "**************************", to move my belongings from ************** to **********. They brokered my move out to "Cobra Van Lines" and we agreed to a first available delivery date (****) of July 10th. They picked up my belongings on July 2nd and everything has gone wrong since then. It is now August 22nd and I am going on week 7 of living and working in an empty apartment.Shame on me for not vetting this company, shame on me for signing their horrible contract, and shame on Cobra Van Lines for taking advantage of people during one of the most stressful times of their lives. The customer service team is terribly unhelpful and clueless. I have called them so many times since they missed the **** and all I ever get is "I cannot provide you an update at this time" and "I understand you are frustrated, but do you realize you are moving over **** miles?" ... of course I know that, it's quite literally one of the first things I told you when I was hiring you. We are over a month past my **** and they have just now breached the 30-business day delivery window. However, there is absolutely no repercussions for Cobra Van Lines other than that they will refund me a whopping $15 per business day that they are late, this is deducted from what I owe them upon delivery, which is currently $1,600. So, in reality they can hold my property for 106 business days (1600/15) without ever having to deliver it after I've already paid them $4800 before they actually have to start paying me money. I ask to speak with someone who is in charge and the customer service reps always tell me that the supervisors are in a meeting and they will call me back later, but they never do. I have never, not-once received a phone call from this company. This company is evil, corrupt, abusive, horrible, incompetent, illegitimate, and something needs to be done about it, I wish I knew earlier.

  Business Response

  Date: 09/04/2023

  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 or Ameri-******************* 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. At the time of pickup, you provided your first available delivery date as July 16, 2023, however, once you were informed that the first available delivery is not a guaranteed delivery date, but the date that you are stating you first have access to the delivery location, you change it to July 10, 2023. At that time, we did let you know that delivery can take anywhere from a few days to a few weeks to be completed. On July 25, 2023, you did ask to speak with a supervisor, however, the supervisor was unavailable to speak on the phone, but did send you an email explaining again that the first avalibel delivery date of July 10, 2023 was not a guaranteed delivery date, and that we legally have 30 business days to complete your delivery prior to compensation being provided. You did also request expedited delivery at this time, however, it was not something we could offer for your delivery route, which you were made aware of. In regards to the customer service team being unhelpful or clueless, you called in requesting updates almost daily, and there were no updates at that time, which is why you received the responses of I cannot provide you an update at this time. Once we did have an update to provide, you did request to cancel your contract instead, and have another company pickup your items on your behalf. We did inform you that you would be required to pay 90% of your remaining balance less any applicable discounts, which was $45 for being past the 30 business days, and an additional discount of $100 in good faith. You did also request that we waive your entire balance due, which was not something we could offer. The supervisor did speak to you on the phone regarding cancelling your contract, as well as send you an email following up with the phone call conversation. A few days after that phone call and email conversation, you did state that you would no longer like to cancel your contract, but would like your items delivered by us as planned. We did inform you that your items would be loaded the weekend of August 25, 2023, however, due to inclement weather in the South, your items were loaded on September 1, 2023. You delivery is currently anticipated to take place this week, September 4, 2023 to September 10, 2023. The delivery driver will call 1 day prior to delivery occurring, and is aware that per the Bill of Lading, which was signed on the date of pickup, the compensation is $15 per business day after the 30 business days has expired. We are also still offering the additional $100 off, that was offered on August 23, 2023. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 09/04/2023

  
  Complaint: 20508668
  
  I am rejecting this response because:
  
  I was not and still have not been told Sept 4th - 10th. Communicating via the BBB is no way to conduct business. I was told my delivery would be September 4th maybe plus or minus one day. I called on September 1st and was told that everything was still on schedule to deliver on the 4th. Today is the 4th, I have called the customer services line 5 times, I left a message, and I emailed. Nobody has contacted me to tell me that delivery will not take place today. This is a holiday weekend and I told you when the date was first set that I thought that would be a problem. You told me they will deliver on the holiday no problem, so I sat around this weekend waiting for your delivery and I call your service line to find out you guys took the holiday off. Nobody has reached out to me today!!! This is absolutely ludicrous, you guys need to be punished for this. This is abusive, cruel, and unusual harassment. You have legally robbed me of everything that I own and are constantly throwing your ridiculous contract in my face. You are the worst thing that has ever happened to me. 

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

  Business Response

  Date: 09/18/2023

  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. I have re-looked over your file and the phone call that you are referencing and you were informed that your delivery would be taking place on or around Monday, September 4, 2023, however this was not considered a confirmation. You were then told on September 5, 2023, when our office was re-open after a Federal Holiday, that delivery would be occurring on September 9, 2023 between ****am and you would be *********** a total of $325 off. Your delivery did occur on September 9, 2023 as planned, and you were provided the $15 off per business day after the 30 business days as well as additional $100 off for a total of $325 off of your remaining balance due. At this time, we have fulfilled our contract and the services it includes to date. If you have any additional questions or concerns, please feel free to contact customer service directly at ************.

  Customer Answer

  Date: 09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/27/2023

  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.

  Date of Transaction: 07/03/2023 Amount Paid: $3,569.04 Business Commitment: Long distance move from *******, **, to *********, **, including a Peloton stationary bike.Nature of Dispute: All items were delivered on 07/11/2023, except for the Peloton bike. The movers had removed the digital monitor from the bike and delivered the monitor, but not the bike. On July 11, 2023, **** (who picked up the items in *******) called me to say that they had simply forgotten the bike in the warehouse and that he had no idea of when they would be able to deliver it. I asked for a partial refund (as I have already paid in full), but he refused to refund anything and instead gave me "his word" that I would get my bike on or before July 21, 2023. It is now July 27, 2023, and I have not received my bike. The only phone number I have is ****'s, who keeps telling me that they will eventually deliver my bike, but refuses to tell me when. This morning, I texted **** asking for the name and number of his supervisor, but he has so far ignored my message (as he usually does).Order No. N5150084

  Business Response

  Date: 07/28/2023

  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. As of today, July 28, 2023, there is not an update on when the peloton bike will be delivered to your location in *******, as we do not currently have any other shipments heading that way, however, once we have an update, our customer service team will reach out to you directly. In the meantime, it is advisable to begin the claims process, should you have any additional missing items or any damaged items. To being the claims process, please visit the *************************** call ************. Please be advised that you have up to 9 months from the date of delivery to file your claim, however, you can only file a claim once. Please be sure to be complete unpacked prior to beginning the claims process. Additionally, your point of contact is customer service, not the ******* who completed your pickup. If you have any additional questions or concerns, please contact customer service at **************.

  Customer Answer

  Date: 07/28/2023

  
  Complaint: 20384394
  
  I am rejecting this response because:
  
  I did not receive my Peloton bike on time because of your company's negligence. Your staff simply forgot to put it in the truck. Do you expect me to keep waiting calmly when you can't even give me a specific date of delivery? You were paid in full, but you did not deliver one of my items, which constitutes a clear breach of contract on your part. Besides, at what point do you think you keeping my property will become ciminal activity? Let me remind you: my move was interstate and there are federal criminal charges for taking possesion of a client's belongings, failing to deliver them as promised, and abandoning them at undisclosed facilities, among others. At this point, I simply want a specific date of delivery on or before August 15, 2023.

  Regards,
  
  ***************************

  
  

  Business Response

  Date: 08/11/2023

  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. I have confirmed with my dispatch department that your Peloton Bike will be loaded and sent out for delivery no later than Sunday, August 13, however, I cannot guarantee that it will be delivered to you prior to or on August 15, 2023. You will receive a phone call approximately 1 day prior to the delivery of your Peloton Bike. If you have any additional questions or concerns, please contact customer service at **************.

  Customer Answer

  Date: 08/11/2023

  
  Complaint: 20384394
  
  I am rejecting this response because:
  
  The day the rest of my items were delivered I was still not working full time. That was why I set it for my first week here in *******, **. Now I am working full time. I am an attorney, so I have court hearings I MUST attend. Since this delay was caused by your negligence, I need to be told when the bike will get here at least 48 HOURS beforehand, so that I can make the necessary arrangements at work to be here when it's delivered.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/15/2023

  Hello Ms. *****. I have spoken to the delivery driver, and he did state he spoke to you as well. Delivery of the Peloton Bike will occur on Wednesday, August 16, 2023 in the evening. If you have any further questions or concerns, please feel free to reach out to customer service at ************.

  Customer Answer

  Date: 08/17/2023

  
  Complaint: 20384394
  
  I am rejecting this response because:
  
  I did speak to him, but he was not able to deliver the bike yesterday night. He said he'll deliver it today at 7 am instead, so I hope everything goes well.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/23/2023

  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.

  Company didnt provide the services they were supposed to. They scheduled my appointment to a date and time that would not work out and, when I told them so, they rudely told me that I should accept it or schedule for the next Saturday I, then, requested a refund of the deposit money I paid, which they agreed to issue but kept calling me to schedule a date for the move as if nothing had happened. Rude and unprofessional customer service. I need my money back!

  Business Response

  Date: 07/19/2023

  The complaint from ************************* was submitted on 6/23/2023. ****************** requested a refund for services not provided, which we would have happily obliged, however, ****************** submitted a charge-back with her bank on 06/26/2023. We are unable to refund her monies paid at this time, as she has already filed a charge-back, however, we will not be disputing the charge-back.

  
  

• Initial Complaint

  Date:06/16/2023

  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.

  Charged more than contracted through **************************. The quote for the move from *********** to ****, ** scheduled for 5/2/23, was $5123.00. National contracted Cobra Van Lines for the move. My sister, ************************ was moving here. We worked together, each paying for part of it. I paid $2039.00 as a down payment. **** had to pay with a money order or cash upon pick up. She had to buy 2 money orders 1 on 4/20 for $618.20, then the 2nd one on 4/25 for $782.00 to cover everything at pick up. When the movers arrived, they wouldn't load anything until she gave them $1500.00 more in cash only. When the movers arrived here in ****, 5 weeks later, we had to pay $1902.00, plus an additional $300.00 in cash before they would unload. She also was charged for boxes that were not used. The $1500, and $300 was basically extortion. The computer and printer may have to be replaced since they weren't wrapped and the cables are missing. In addition, **** received 2 emails supposedly from me (Not) 1 on 4/18 stating that she should only pay $618.20 on pick up and that I should pay $618.00 on delivery. The 2nd email on gave the address of Cobra in case she needed it for the money orders. The whole thing with Cobra was a terrible experience. I would never recommend them to anyone.Thanks for your help.********************** and ************************

  Business Response

  Date: 06/27/2023

  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. According to your original estimate, you were quoted at 351 cubic feet from your broker, ************************. You then went through the quality assurance process in which your inventory increased to 575 cubic feet. At the time of pickup, the ******* reveled that you were transporting 800 cubic feet. The estimates that you signed with ************************ does state that if any additional pieces, packing services, cubic feet or labor is added at the time of pickup, then the customer has to be charged for it. Your additional cost at the time of pickup increased by $990, which does account for the additional space need on the truck, as well as the fuel cost. Your payment at pickup was 50% of the new balance due, less your deposit, for a total of $1902 due at the time of pickup. At the time of delivery, you were to pay the remaining 50% due of $1902. Any additional charges at the time of delivery, such as a stair fee, long carry fee, elevator fee or shuttle service are outlined within your signed paperwork, and must be paid in additon to the remaning balance due. For any missing or damaged items, you would need to file a claim through our claim servicer, CSI Pros, by visiting *************************** by calling ************. If you have any additional questions or concerns, please feel free to contact customer service at ************.

• Initial Complaint

  Date:05/24/2023

  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.

  on March 27th 2023 Cobra van Lines called to say they would be there at 730pm to load my things... they were scheduled to arrive on the 28th. The packers were very fast damaged some thingsd. arrival to my new home was ***** 13,2023 and they told me cant get our truck in need to use shuttle for another **** after they increased cost of move already by ****** hired a uhaul met them at a parking lot anfd got my stuff. after getting unloaded 1 missing item and seversal damsaged or ruined items. filed a claim with them as of today 5?23/23 no response on any type of settlement. I would tell anyone to never use this company for any reason if they use a broler like I did tell them no to cobra van lines.

  Business Response

  Date: 05/25/2023

  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 expectation. According to your file, your contracted pickup window was 03/27/2023 or 03/28/2023. We arrived to perform your pickup within your contractual window. According to your original estimate with Nationwide Moving and Storage, you were transporting 604 cubic feet. At the time of pickup, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contracts you signed with Nationwide Moving and Storage 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 pay for it. Additionally, with long distance moves, after the items are picked up, they are brought to the carriers warehouse, where they are stored until the customer is ready to receive delivery. After that, the items are loaded onto a semi-trailer with other customers items in order for the carrier to make multiple deliveries on a route. Per your signed contracts, if your delivery location cannot accommodate a semi-trailer, then you will be charged a shuttle fee, which is charged at $350 plus $1 per cubic foot. Since your cubic feet was ***** cubic feet, this would be an additonal $1,350. Furthermore, I do see that you filed a claim through our claim service, CSI Pros, however, we do not handle claims directly in our office and any updated on your claim must be requested directly through CSI Pros. You may contact them by calling ************. If you have any further questions or concerns, please feel free to contact customer service at ************.

  Customer Answer

  Date: 05/25/2023

  [I have been in contact with the insurance and they are stalling on settlement....  your driver could have gotten truck into our drive if he was a competent driver. My move had been assigned to a different carrier but your driver came in the eveing causing much confusion on my part i foynd bixes with icer half full od bothing but paxking paper to increase number of boxes.  My clothes were dropped into a box with otger thongs then place on top causing all the clothws to need to be ironed.  Your time frame I can agree with but the extra cost and my need for a motel an extra night the cost of a uhaul truck and all the damaged and lost items I want some settlement on  
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/16/2023

  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 booked a move with Nationwide moving service from ******* ** to ********* **. March 7, much to our surprise they contracted it out to cobra van lines in **. Our price started at $8775.00 then a week before we moved Nationwide incased saying we had more furniture. Then when ******************************** came they said we have even more furniture and up went the price again. If this is a professional company how come they cant get an accurate price we gave them pictures of everything. The size truck they loaded at our furniture in was the same size they delivered it to ** in **************. But we were told they put in a large truck and we had to pay to put in the same size truck they picked up the furniture with. They called it a shuttle fee and it was in the contract. I dont see were they moved it to the big truck them back to the original size truck that we had to pay for that. We had to pay an additional $2225.00 If we didnt pay we wouldnt get our furniture. So why did they put our furniture in a larger truck? Is it to move someone else at the same time and get double the money? There was some damages and we get no answers even though it came with insurance. This is some racket our total price went from $8,775.32 with and ended up $15,695.00. This is outrageous and should not be allowed to treat customers like this. Very misleading.Looking for a refund of $2225.00 the fee to change trucks and compensation of $775.00 for a total of $3,000.00

  Business Response

  Date: 05/16/2023

  I am sorry to hear that you are unhappy with your services. The contract you signed with ************************** does state that they are a 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 the original estimate with ************************** you were transporting 986 cubic feet. You then went through the quality assurance process with ************************** in which your inventory increased to ***** cubic feet. At the time of pickup, when the ******* arrived, it was revealed that you were taking up ***** cubic feet. The contracts you signed with ************************** 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 carriers warehouse, where they are stored until the customer is ready to receive delivery. After that, then the items are loaded onto a semi-trailer with other customers items in order for the carrier to make multiple delivers on a route. Per your signed contracts, if your delivery location cannot accommodate a semi-trailer, then you will be charged a shuttle fee, which is charged at $350 plus $1 per cubic foot. Since your total cubic feet was ***** cubic feet, this comes out to the cost of $2,225. If you have any further questions, please contact customer service at ************.
  

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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 provided me with false information regarding their services. I was told that my belongings would be handled with care and would be transported to my new home in a timely manner. However, this was not the case. My items were mishandled and damaged during the first half of the move, and the delivery has been delayed by several days without any explanation or communication from the company.Furthermore, I experienced poor customer service from ********************** throughout the entire process. The representatives I spoke with were unprofessional, unresponsive, and did not provide me with any updates or assistance when issues arose. It was clear that they did not value my business or my satisfaction as a customer.Overall, I feel that ********************** has acted unethically and has provided me with a subpar moving experience. I urge the Better Business Bureau to investigate this company's practices and take appropriate action to ensure that other consumers are not subjected to similar treatment.

  Business Response

  Date: 04/10/2023

  Hello ******************, I am very sorry to hear that you are unhappy to this extent. Your first available date for delivery is listed as 03/20/2023. Per your contract we have up to 30 business days from this date to complete your delivery. I did see that your items are expected to arrive by the end of this week. **************** has been communicating with you throughout the process and provided you any updates as they became available. You also emailed directly with me the supervisor as well and I explained this information to you. Before the last week we did not have any update to provide you unfortunately so customer service cannot provide you an update if there is not one at the time. As far as your items being mishandled at the pickup this information is new to me as it has never been mentioned until you made this complaint so please feel free to email me or respond here with this information so I can make sure your concerns are addressed with the appropriate people.