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

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

• 

  Cobra Van Lines Moving Systems

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

• 

  Cobra Van Lines Moving Systems

  90 Hackensack Ave Hackensack, NJ 07601

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: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.

• Initial Complaint

  Date:02/28/2023

  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.

  They ruined my things and uncharged me for no reason saying I needed more cubic ft yet I still had space. They ruined my items like my headboard, nightstands, and dressers. They took longer than expected and looked on ****** maps saying they couldnt deliver to my address and tried to upcharge even more for a shuttle. Had to meet in a target parking lot and rent a uhaul and load everything on the uhaul myself without the help of the mover who gets paid to do this. Absolutely disgusting company.

  Business Response

  Date: 03/01/2023

  I am sorry you feel you were unhappy with our services. We use a garmin GPS system for truckers which shows us where we do and do not have semi trailer access. *************** has been included in your contract since your original estimate and does state that if the trailer cannot park reasonably close the the delivery location a shuttle service would be needed by way of a smaller truck rented locally. Regarding the cubic feet when the ******* arrived on site he did inform you that your items did take up more cubic feet/volume than what was on your delivery estimate and you signed and agreed on your contract the amount of cubic feet we would be taking to accommodate your relocation. ************** are estimates and never guaranteed as delivery times can vary greatly depending on different circumstances. To file a claim for any damages you must type into your web browser www.csipros.org to get started on your claim. 

• Initial Complaint

  Date:02/11/2023

  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.

  Back in June of 2022 I requested and received an estimate for moving from Nationwide Moving Services for the amount of $8,993.52 to move from New Jersey to Arizona, on July 7th, 2022, the day I was moving, a company by the name of Cobra Van Lines came to my door. I was not made aware of the change of companies prior to this date. The estimate went from $8993.52 to $23,500.07 since my home was closing on the following day I had to move out and was left with no other choice. Packaging was included in the price they quoted me. Movers came to pack everything (except 8 boxes), delivery was scheduled for July 27th, 2022 but between the 7th and the 27th my furniture and boxes were.......... Once everything was delivered I realized that a different company named Rigos Delivery who was new delivery service. Nationwide Moving Services never disclosed that my furniture and boxes were going to transported by other companies and/or affiliated (if they are even affiliated together). As everything was being brought in to the house I started noticing damaged furniture, crashed and damaged boxes, poorly wrapped antique furniture e.g. legs broken off chairs, ottomans, side board table etc., plastic totes were crushed and some even missing tops which were replaces by plastic and tape.
  A claim was filed with the Cobra and I was offered the low amount of $234.81 which for the amount of damage is a joke that would not even fix one antique chair.

  Business Response

  Date: 02/13/2023

  I am very sorry to hear that the moving broker you booked your move with did not provide you with some of the important details for your relocation, however, this information is provided in the original estimate provided to you by the broker that they are a moving broker and not an actual carrier. Your contract was based on cubic feet. At the time of arrival the Foreman did inform you that you did have additional cubic feet than the phone quote provided by your moving broker. You have the option to stay at cost and take only the space reservation from your original estimate or you can pay the additional at the cost per cubic foot per your contract.  You signed and agreed to the amount of cubic feet that we loaded onto the truck. In regard to damages, your contract included free standard moving insurance which is at a rate of $0.60 per lb per article. You had up to 24 hours prior to the date of pickup to purchase additional coverage if this coverage was not sufficient. This insurance coverage information is also in your original estimate as well as in your contract. You signed the insurance valuation page as well. If you are unhappy with the settlement offer you may email [email protected] to have your claim reviewed over. If you have any questions regarding claims please cal CSI directly. If you need their number you may call customer service at ###-###-####.

• Initial Complaint

  Date:01/28/2023

  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.

  I contacted a moving company that subcontracted to Cobra Vanlines. They picked up 12/14/22 in upstate NY and delivered 1/12/23 in Chicago. There were lots of problems—lots of additional charges, very late delivery, rude delivery staff, crushed boxes, a few broken items. My bigger issue is a missing painting that my artist brother painted for me. My pictures were packed (by me) in 6 picture boxes. There were several paintings in each box. There was also a lot of additional tape on the boxes ( tape I didn’t use). When I found that 1 painting was missing, I called Cobra and asked if they could at least investigate. The man I talked to said that if all the boxes arrived, we’re checked in, and I signed, then that’s it. He then hung up. I really wanted to investigate to see if a box could have been opened while my stuff was in storage for a month at their facility in NJ. Apparently, that was an inappropriate request, and I am left with no resolution.

  Business Response

  Date: 01/30/2023

  Hello, I am very sorry your felt the need to file a BBB over this. We do not have any men in customer service or who have access to any of our phone lines so it was very clearly not us who told you that it must have been the brokers office that you called. This is the first time I am hearing of any of this. Please send an email to: ********************* with the corresponding lots #'s from your inventory list for the missing painting. To fie a claim for the damages you will need to type into your web browser *************** * You have up to 9 months from the date of delivery to submit your claim so please make sure you are fully unpacked  as once you submit the claim it will not allow you to add additional items later. If you have fully unpacked and do not want to wait to submit your claim you may add the missing item as "not received" and if we locate it we can simply have it excluded. Thank you.

  Business Response

  Date: 02/01/2023

  Hello, we did receive your emailing and need time to try and locate the item. If you do not want to file a claim that is your right. Thank you.

  Customer Answer

  Date: 02/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  no action has been completed.
  
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/05/2023

  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.

  ***** from ************************** *** gave us a "Binding Estimate" and based on the detailed list of our items we provided, he gave an estimate of $2200 and we made the deposit of $800. One week before the move date *****, from **************************, contacted me to get the updated list of items. Now the new total was $3900. I agreed to pay that as well. On the day of the move Cobra Van Lines show up to my door, looks at the items and now they tell me that the new total is $8000. I was shocked. I had to move out that day , hence I knew they are extorting money from me. I called ************************** and they would do nothing about it. After an hour of back and forth with Cobra Van lines, they lowered the total to $7000 . I truly wanted Cobra van lines to just leave, but then I would forfeit my deposit thus far. Cobra Van Lines have done similar extortion with many other people based on the online review. After 15 days of my relocation from IL to **, when it was time to deliver my belongings into a Storage Unit in *****, now ********************************* Macollister's truck show up and they want to charge me more to drop my belongings from their truck into the storage unit, and the driver was very confrontational. I called the police at the time and the driver was a bit more polite after that. He wanted me to pay $700 more or he would take my belongings away with them. I had no choice but to pay that additional $700 as well. In all, the price changed from $2200 to $7700. I was relocating with my 2 little children due to divorce related issue and I truly feel like they took advantage of my situation and extorted money from me. It will take a very long time for me to earn this much money. I wish I had looked at the negative reviews about this company before making any decisions. There are countless horror stories in the review section in ****** about this company. I sincerely hope BBB would look into this with utmost seriousness and help me in this matter.

  Business Response

  Date: 01/06/2023

  Hello, I am sorry you seem to be unhappy with the service provided to you. I will not address anything before the time of pickup as you booked with a different company and we are not responsible for their misquoting your original estimate. You were properly charged at your contracted rate per cubic foot at the time cobra Van lines arrived to perform your pickup. We informed you of the space reservation needed and ultimately you signed and agreed to that amount. At the time of delivery there were additional fees which were on your contract as well as on your original estimate. Had we actually done anything wrong the police would not have stated it was a civil matter. That is because these fees are in your contract. I am sorry that you did not do your due diligence in reading your contract and the possible fees associated for additional services needed or additional labor but Cobra Van Lines LLC performed your pickup and delivery as contracted to do so. If you have questions or concerns that are not answered within your contract please call customer service at ************.

  Customer Answer

  Date: 01/06/2023

  
  Complaint: 18690130
  
  I am rejecting this response because:

  If the quote was incorrect, why didn't Cobra Van Lines did their own quote ahead of time, rather than on the day of the move. You guys know that on the day of the move, you can extort money from customer as the customer would have already made plans to move on the very day. 
  
  Just look at all the Negative reviews you have on ******* that speaks volume about your dirty business practices in terms of Price gouging and extortion.

  This is an organized crime where you specialize on taking advantage of customers wrongfully to extort money. 

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