Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2024

  Type:Billing 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 called ********************** back On September 5. I told the ***resentative all I had to move. He said the quote he gave me would cover the furniture I specified as well as ***** boxes. I was quoted $3845. I paid a deposit of $1645. They called me again and I added a couple pieces of furniture I had forgotten about and let them know it would be closer to ***** boxes. They upped my quote to $5450.27. Which I agreed with and understood. I was called the day prior and went thru room by room with the *** on the phone of what needed to be moved. They agreed and it was no problem. My move was contracted to Arena Van Lines. Because of my relocation I was not able to be there when they came to pick up my items. My mother was there and they told her they would show up at 5pm. They showed up at 7pm and then proceeded to tell my mother they couldn't take my things and that there was more than was on the itemized list. Which is funny because it was the same exact things I had told the person on the phone the day before. They gave my mother such a hard time that she called me and I spoke to them and suddenly it was no problem. However all they did was wrap up my furniture and told my mother they would be back the next morning at 9am to get my stuff. They showed up at 11am. It took them 5 hours to load my stuff and they left garbage all over my house. I was told my items would be delivered within 4 days buy the guy I booked with. I asked for it to be delivered on the 24th of Sept. I was told it was no problem. Then I'm told it's 7-10 BUSINESS days (even though they work weekends) from the first delivery date. After spending over $1000 on items to live in our rental home since we didn't have our things, I was told our stuff would be there 10/8-10/10. It was then canceled the day before. My items finally arrived 10/16. My vaccuum was broken and my boxes were torn up and bent up and everything smelled like smoke and suddenly I was told i owed them $7468 more. I paid over $11,000

  Business Response

  Date: 11/01/2024

  Thank you for forwarding this consumer complaint to our attention. We offer the following response:
  Mr. **** accepted an estimate for interstate moving services from a moving broker. The estimate was guaranteed for the inventory listed and services ordered, and explained that if additional services, inventory items or cubic feet were ordered, the mover would prepare a new estimate reflecting the added services. The estimate also described an estimated delivery period beginning from the first date a customer is available to receive delivery.
  On the date of service Mr. ********** ordered additional services and accepted a new onsite estimate. Charges were consistent with the rates described in the estimate, the services ordered and Arenas tariff.
  Ms. **** was provided with an estimated delivery period of 7-10 business days from their first available date. Arena delivered the property within 16 business days and within reasonable dispatch as required by federal law.
  Arena has an established claim process to assist customers needing to file a claim. Our third-party claim administrator has emailed Ms. **** information on filing a claim. Interstate moving customers have 9 months from the date their property was delivered to file a moving claim. 

  Customer Answer

  Date: 11/04/2024

  
  Complaint: 22455146
  
  I am rejecting this response because:
  
  I did NOT change or add any services after I went thru my home and gave them the total of everything they would be moving the day before they came and NOTHING changed. I accepted that cost increase because it was a bit different but then when your people arrived they added even more costs. They found out it was a corporate move and decided to way overcharge me because they assumed my company was paying. Also I tried to file the claim for my broken Dyson vacuum and it is far too difficult and you people make it difficult because you don't want to reimburse anyone. Everything this company says is lies. They were late both times. They said 7-10 days and it was 16. I had to waste $1000 of my own money to be able to live in my rental home while waiting for them to deliver. Had they delivered in the time frame promised I wouldn't have had to do that. Not to mention to go from $3400 to $11,000 is quite a change and funny enough didn't happen until you guys heard I was relocating for work. You are liars and scammers and I'm pretty sure the movers working for you aren't legal workers. I should be refunded the extra $6,000 I was charged for NO reason other than you people thought you could rip me off because I was relocating. No one should EVER use this company. They are liars and will hold your items hostage and return them to you in horrible condition reeking of cigarette smoke. And lie about the charges. Classic BAIT and SWITCH
  
  Regards,
  
  ****** ****

  Business Response

  Date: 11/20/2024

   

  Thank you for forwarding this consumers rejection to our attention. We offer the following rebuttal:

  The moving estimate was based upon an inventory consisting of 65 items which Ms. **** provided. The inventory taken on the day of the move listed ***************************************************** **** provided for the estimate.  Consistent with federal law, Arena prepared a new written estimate which listed the added inventory items and services ordered. Charges were consistent with the rates described in the estimate, the services ordered and Arenas tariff. Ms. **** agreed to the new estimate in person and prior to loading.

  Arena delivered the property within 16 business days of the 30-business day delivery period. The broker provided a 7-12 business day estimated delivery period based upon the distance of the move. Ms. **** received delivery of their property within 16 business days of their first available date reasonable dispatch as required by federal law.

  Ms. **** was advised how to file a claim with our third-party claim administrator. It is the consumers responsibility to file an interstate moving claim within 9 months of the date the shipment was delivered.

  In summary, Ms. **** transported an inventory almost 3 times larger than the inventory disclosed in the estimate. Arena delivered the property within the published delivery period and within reasonable dispatch. Federal law and Arenas tariff require that an interstate moving customer file a written claim within 9 months of delivery.

   

• Initial Complaint

  Date:09/13/2024

  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 contracted with a bogus company named ************ who, unbeknownst to me, was a moving BROKER. This is only displayed in very small print on the bottom of their website, which I discovered later. ***** ****** from Atlas promised me that my belongings would be picked up and DIRECTLY delivered to my destination within 23 days due to the mileage. I relied on this information because I am leaving the country! I would have never contracted with the company had I known this delivery window was a blatant lie. ***** gave my moving contract to Arena Van Lines, who showed up a day late. They were so reckless with my artwork, kicking it while walking, that I took it away and decided to ship it myself. AFTER Arena had already loaded up my things, they could not give me any information about when my things would be delivered or where they were going. Arena doesn't tell you that your belongings will be sent to a storage facility. Now, I have no idea where my belongings are. I have called several times and a woman named ***** answers the phone; she cannot give me any information whatsoever. Arena can't give me a delivery date or window, so I have no idea where my things are, or when they are coming. I told ***** that I was informed by Atlas that I paid for direct delivery, and she told me I would need to pay EXTRA for direct delivery, even though this is what I was told I already paid for. ***** then informed me that direct delivery was not possible because it was too late. ***** then said that delivery typically takes 715 days, but I can see from the other complaints that this simply isn't true. I told her I need the items to come when I am back in the country, and she could not guarantee any date within the window of October 16 even though that is nearly a month away. It is disconcerting that no one at this entire company knows anything. Arena's business practices are not transparent and are very shady, and I now see that they use deception and extortion to make money.

• Initial Complaint

  Date:09/05/2024

  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.

  My family contracted with a moving brokerage company (****************) who in turn hired Arena Van Lines to move my household from ********, ** to *********, **. There have been a number of issues but I will focus on the most recent and dangerous. The delivery team arrived about 30 days after the estimated arrival date and with one person to conduct the move. This meant it took about 7 hours, into the night which was a headache with my small children. However, the biggest issue was that there was one person to move the items inside when there was a 4 person team that packed everything up in ******. The one mover was not able to speak English and we communicated via a translation app on his phone, which was still difficult to communicate with minimal comprehension. He was unable to move several of the larger items because of their size and weight, which meant that I had to help, otherwise the move would not have been possible and my children needed a bed to sleep on. These items included two queen mattresses and box springs, two medium sized dressers, couch, executive desk, and washer and dryer. The mover dropped several boxes which resulted in broken glass with some of our kitchen items. He also damaged the floors and walls of our entryway and stairway because of there being one person to conduct the move. It was also contracted that they would assemble and stage all the furniture that they disassembled from our home in ******. The single mover did not assemble a single item. I put together the beds, crib, and several other items that required removing packaging and blankets that they needed after the move. All of this documentation has been sent to them and I am told this will be discussed with a manager. Due to our prior treatment, I have little faith any solution will be reached. The entire moving experience was unsatisfactory, particularly the delivery in **, and a huge liability for me to assist with the move due to their lack of planning and competency.

• Initial Complaint

  Date:08/28/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 have just filed a complaint against Midland Van Lines, and am extending that same complaint to Arena Van Lines, as the van that picked up my belongings while in contract with Midland Van Lines was labeled as Arena Van Lines out of New Jersey, and when asked to pay an additional amount pursuant to the new (and current) Bill of Lading, I was told the amount of $942.46 was to be venmo'd to an account entitled Arena Van Lines, thus I would like to extend my same complaint and issue to Arena Van Lines.

• Initial Complaint

  Date:08/20/2024

  Type:Order 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.

  Arena delivered our goods on July 26th, 11 days after agreed delivery date of July 15th. They demanded payment in full before they would unload. The truck seemed like it was only half full, much less then they left with from the pick up at our previous residence. After reviewing the bill of lading we discovered fully 1/3 of the load was not delivered. The driver didn't speak English and just pointed to the phone number on the truck. After going back and forth with Christian at arena for over a month and getting no answers , we had to file this complaint.

  Business Response

  Date: 09/13/2024

   

   

  Thank you for forwarding this consumer complaint to our attention. We offer the following response:

  Mr. ****** did not purchase the optional ************************** and Arena did not agree to deliver Mr. ******* shipment on a specific date. The delivery period for the **************** is up to 30 business days from the first date indicated as available for delivery. Mr. ******* first available date was July 15^th, and they received delivery of the shipment on July 26^th. Arena delivered Mr. ******* shipment within 9 business days and well within the 30-day delivery period.

  Upon investigation, the storage team located the missing items in our storage facility. Arena is currently coordinating a delivery team which is expected to take 1-2 weeks. Mr. ****** should receive delivery of the remaining items shortly.

   

  Customer Answer

  Date: 09/13/2024

  
  Complaint: 22169811
  
  I am rejecting this response because:
  Our complaint was not concerning  the date of our 1st shipment. 

  The complaint concerns Arenas total lack of communication regarding the "lost" portion of our goods. And even though we eventually received those goods it was well outside the 30 business days.
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 09/25/2024

  Thank you for forwarding this consumer rejection and please accept the following rebuttal:
  Our initial response addressed the issues raised by ********* in his complaint.  We apologize if Mr. ****** was not satisfied with the level of communication he experienced while waiting for delivery of his second shipment. As the shipment has been delivered,Mr. ****** is welcome to file a claim for transit damage/shortage or delayed delivery. Mr. ****** was provided with information on filing a transit claim and our claim administrator has also emailed claim forms to his attention. Federal law requires an intestate moving claim be filed within 9 months of the date the shipment was delivered.

  Customer Answer

  Date: 09/26/2024

  [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:07/21/2024

  Type:Billing 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.

  I am disputing a storage fee in the amount of $1.758.00. The business claims this is due to the additional month for storing my items; however, this additional month is entirely due to the company's lack of planning on their part, not mine, therefore I should not have to pay for the additional time. Had my items been delivered on 6/28 as requested, instead of on 7/23 or 7/24 (yet to be determined), I would not have this fee at all. This fee is entirely due to their lack of resources or planning. In no way is this something I requested or wanted. I have already paid this company more than was originally planned and I only received 2 DAYS notice of this additional fee - money I do NOT have. I did not incur this fee so I should not be required to pay it. I will have paid them $4,445.62 for the move itself, which is way more than I was originally quoted by the broker.

  Business Response

  Date: 07/24/2024

  Thank you for forwarding this consumer complaint to our attention. We offer the following response:
  **************** was mistakenly invoiced for storage fees she was not liable for. Arena has been in contact with **************** and has corrected the accounting error. Our dispatch department is currently working on delivering Ms. ******* shipment within the next few days.
  

  Customer Answer

  Date: 07/24/2024

  [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:06/19/2024

  Type:Billing 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.

  This business has torn my family down Started with them showing up a day late to pick up my items then taking our original quote of $6000 to move us up to $12000. We settled on $8000 They then spent 12 hours in my home wrapping furniture in furniture pads after I had already wrapped my things. They didnt leave my home till almost 1 am. After that things got worst we were told by the mover that it would be 3 -5 days to get to our house but most likely only a couple to get there. Our stuff was picked up on 6/10/2024 and on paper said first available delivery date 6/12/2024 that date came and went and no one was communicating with us then its turned into another date it would be there then that date changed and so on. They then told us our stuff was sitting in a storage unit in the middle of ********* somewhere but refused to tell me where I never agreed to my stuff being taking off the truck and put in a storage unit. I trusted these people to bring my things. I am disabled and need my bed and some other things that were packed. Then just about a week past they gave us a delivery date and showed up late again all this time Im speaking with multiple people some of which were extremely rude and hung up on me. There was always a excuse. Im currently going through my things 3 mattresses are ruined. one king size mattress and 2 queen *********** my childrens bed and my bed were soaking wet and smelled rancid upon arrival. Now no in the office is answering our calls at all. I just want them to replace my goods and I havent even opened any other boxes to see what else could be damaged or stolen since I have no idea where my things have been sitting for a week. I want all 3 mattresses replaced. I have no idea what happened to our stuff but inside the mattress there could be mold and Im not taking the chances of that. This company needs to do better. I feel completely scammed from money to my mental health they have ran us into the ground.

  Business Response

  Date: 06/30/2024

  Thank you for forwarding this consumer complaint to our attention. We offer the following response:
  ******************** accepted an interstate moving estimate which described the services ordered and identified optional services that would be available during the move. The estimate described an estimated delivery period beginning from the first date a customer is available to receive delivery and disclosed that pickup and delivery dates were estimates and not guaranteed.
  The moving team arrived on the second day of the two-day pickup window noted on the estimate. During the move ******************** ordered optional services and accepted a new written estimate. The new written estimate was consistent with the moving estimate,the services ordered by ******************** and our tariff.
  The standard delivery period is up to thirty business days from the first date a customer is available to receive delivery. Ms. ********* first available date was **** 12th,and the delivery was on **** 18th. ******************** received delivery within four business days of their first available date.
  ******************** received information about dispute resolution and how to file a transit claim. Federal law requires a shipper to file a formal written claim before a carrier may consider compensation for transit damage/loss. An interstate shipper has up to 9 months from the delivery date to file their claim.

  Customer Answer

  Date: 06/30/2024

  
  Complaint: 21871264
  
  I am rejecting this response because: 
  

  This is not the whole story youre liars and thieves. I was not informed and nowhere on any of my paperwork did it say you would be taking my things off the truck and be putting them in a storage facility. You have not addressed the problem here. Your ways to get around the law and your lying is outrageous! You did not tell me any thing about storing my things and taking them off the truck, until I paid and they had already picked up my things. I would have NEVER agreed to any of this if I had been informed beforehand. You have a track record of doing this to people, As I can see from just here on the BBB. You have not addressed the issue. You have destroyed my personal belongings. Your moving guys knew what they were bringing into my home. I have written your company emails asking questions and no one is responding. I want to know where my stuff was and why were my mattresses soaking wet and smelled disgusting. Im also missing money that was in a box. I want compensation for my things and my time and all the extreme distress you have put my family through. You should not be in business anymore. Moving companies are here to make life easier, not harder. I already have filed a claim. However, I was not informed of your shady practices, I was not informed my things would be moved off a truck and stored somewhere and then put back on a truck. Please do better and fix this problem.  have had enough and someone needs to do something. Do you think you deserve a reward for bringing my things days after the first available date? I paid you a LOT of money. All you did was tell me stories, lie, and destroy my property. On top of everything My husband had to help bring a lot our things from the truck because your guy was sitting around doing nothing. 
  

   

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

  Business Response

  Date: 07/16/2024

  Thank you for forwarding this consumer rejection to our attention. We offer the following rebuttal:
  The temporary storage and consolidation of shipments is a common industry practice. Section 3 of the bill of ladings terms and conditions explains that the delivery may be forwarded to any agent, vehicle or vehicles and by any route. Consistent with our tariff and industry standards, ******************** shipment was unloaded into temporary storage and then consolidated with other shipments for delivery.
  We regret there may have been transit related damage. ******************** was referred to our third-party claim administrator and has filed a claim which was received on June 19th.Consistent with federal law and the contract terms, ******************** will be compensated for a transit claim at the valuation level of coverage selected. Claims are reviewed by a qualified claim adjuster and the results will be mailed to ********************. 

• Initial Complaint

  Date:06/04/2024

  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.

  My belongings were picked up from Schertz, TX on 5/20/2024. The driver informed me that the belongings would be delivered 5/25/24. He did not inform me that there was a possibility of delay, as he gave me the option of picking several dates for delivery. We have been calling the company almost daily and every time, Cheryl informs that they have no update and that they need to speak with the driver for an update. I have the drivers personal number and initially he stated "Talk to my company, im just a driver" so when i speak with the company again, they inform that they still dont have any update and Cherly, who answers the phone simply says she is just an employee and does not have any updates. She then gives me the name of the manager and tells me to speak to the manager, who may not have any updates either. I then ask Cheryl for the name of the Owner of the company and she said "i dont know who owns the company, I am just an employee". So at this point, I have no update on my belongings, no estimated time of delivery, the driver is no longer responding to calls or messages, the company has started blocking my husbands phone number. They've even upcharged us $4K more than the initial estimate, but all we care about is getting our stuff.

  Business Response

  Date: 06/16/2024

  Thank you
  for forwarding this consumer complaint to our attention. We offer the following
  response:
  Ms. ****** ********* accepted an interstate moving estimate which described
  an estimated delivery window beginning from the first available date a customer
  is available to receive delivery. The estimate further explained that pickup
  and delivery dates were only estimates and were not guaranteed.
  Ms. ******
  ********* had a 30-business day standard delivery period beginning from the
  first date a customer can receive their delivery.  Ms. ****** *********’s first available date
  was May 25 and Arena delivered the shipment on June 12. Ms. ****** ********* received
  delivery of their shipment within 13 business days of the first available date and
  within the published delivery period. The shipment was delivered within
  reasonable dispatch as required by federal law.

• Initial Complaint

  Date:05/21/2024

  Type:Billing 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 confirmed a price to move our items from ********** to ************. At pickup they charged us $2300 more than quoted, and refused to take the items with out being paid. Now they have out items and wont deliver in the time frame they set. In the contract we signed it said within a reasonable dispatch date, it has been more than 28 working days it hasnt been delivered. A reasonable dispatch date its 7 days for a trip this far.

  Business Response

  Date: 05/30/2024

  Thank you for forwarding this consumer complaint to our attention. We offer the following response:
  **************** accepted an interstate moving estimate which described the services ordered and identified optional services available for an additional fee. The estimate also described an estimated delivery window beginning from the first date a customer is available to receive delivery. The estimate further explained that pickup and delivery dates were only estimates and were not guaranteed.
  On the day of the move, **************** ordered additional services including additional inventory items and packing services and agreed to a new written estimate which accurately reflected the services ordered. Charges were consistent with the rates described in the estimate, the services ordered by **************** and our tariff. **************** was charged the correct amount.
  Mr. OBriens first available date was April 12th with a delivery period of up to 30 business days from that date and the shipment was delivered on May 23rd.**************** received delivery of the shipment within the 30-business day window and within reasonable dispatch as required by the US DOT. 

• Initial Complaint

  Date:05/03/2024

  Type:Billing 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 late January I contacted a moving company elite van lines the representative made no indication that they were a broker. On the day of my move a different company showed up Arena van lines. After I gave the first company a detailed description of what I was going to be moving the estimate was over 300 cubic feet off. I did add 7 more items to my move but the where less then 100 cubic feet. The dispatch and management were extremely rude and disrespectful. I should also mention that myself and my mother are both handicapped she is also 81 years old and Im in a wheelchair. They charge me an extra $2200 for the 7 extra items. I was also led to believe that my things would be held in storage in a close proximity to me. My apartment can not handle a semi truck so they hit me with a shuttle fee. When the called me to tell me my delivery window would be 3 days I let them know that I would meet them in a large parking lot with a **haul and would unload it my self. I was able to get some friends to help me. That was on Friday on Tuesday morning before 7 am I got a call from the driver and he said he would be delivering in 24 hours. I called the dispatch and was told to be flexible and if I could not get a shuttle that would have to charge me $1200. I tried to figure out a way to work out a way that we both could live with but was told take it or leave it. So I had no choice but to pay the shuttle service. When they showed up, they showed up in a **Haul truck that would not accommodate the 1254 ft. that they charge me for the **Haul will only hold 16 ft.. *** called dispatch again and asked, how this was possible I was told that I didnt know what I was talking about their professionals they can make things fit. This company took advantage of handicapped and elderly people. They are a complete scam artists even though they offered me a $300 discount for the shuttle service Because I raised such an issue I added 30 more boxes, but the bill of lading shows that only seven

  Business Response

  Date: 05/09/2024

  Thank you for forwarding this consumer complaint to our attention.We offer the following response:
  ****************** accepted a moving estimate for interstate moving services from a moving broker. The first pages of the estimate included a section titled Understanding Your Quote which explained the estimate price was guaranteed unless additional services, items or cubic feet were ordered. The estimate also explained the issuer was a moving broker and not a moving carrier. The estimate further identified the services ordered and listed optional services including packing services and shuttles. The estimate also described an estimated delivery period beginning from the first date a customer is available to receive delivery and explained that pickup and delivery dates were only estimates and were not guaranteed.
  On the date of service ***************** ordered additional services and accepted a new written estimate in person and prior to loading, which listed the additional inventory items and services ordered. Charges were consistent with the rates described in the estimate, the services ****************** ordered,and Arenas tariff. ****************** was charged the correct amount and all the services ordered were performed in full.

  Customer Answer

  Date: 05/09/2024

  
  Complaint: 21660550
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/10/2024

  
  Complaint: 21660550
  
  I am rejecting this response because:
  They say I added 327 cubic feet but there was only 2 rugs and 3 27 gallon totes. My original cubic footage was 925. When they delivered it to me they had to put it in a u-haul because I live in an apartment and they couldnt get a semi truck in my complex. The u-haul they showed up in was a 20 foot that u-haul list at only having 1016 cubic feet of space how do you fit 1252 cubic feet in a 1016 cubic foot truck. The company told me it was because they were professionals. Im pretty sure U-Haul knows exactly how much cubic footage they can fit in one of their trucks. I understand when the broker gave me the estimate that it would probably be off a little bit but not over 300 ft.. The original estimate called for 119 pieces they delivered 127 Which included three pieces from the table they had to break down my extra totes and rugs. A 27 gallon tote is approximately 3 cubic feet. For the extra 5 things that were added they changed me $2200 more plus $1200 to rent a u-haul and transferred my things to it. They had there dispatch tell me that it would be arriving in a 3 day window so I set up people and a truck to move my thing my self so I would not have to pay the shuttle fee because they would unload the semi truck into U-Haul that I rented at no charge, but when I told them that I had arranged to have A truck and was going to do the shuttle myself all of a sudden they show up two days before their window that they had given me. Then the company refused to work with me so I can make arrangements to shuttle it myself.
  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/28/2024

  
  Complaint: 21660550
  
  I am rejecting this response because: 

  Thank you for forwarding this consumer rejection to our attention. We offer the following rebuttal:

  The new written estimate identified each additional inventory item and their respective volume. The revised estimate amount reflected the numbers from the moving brokers estimate and the additional inventory volume and services ordered in the new estimate. That said, given the shuttle specs, we found a discrepancy between the actual and the documented shipment volumes. Arena customer service is now reviewing the file for a refund. ****************** contact our customer service department and speak with ***** for further assistance.

   

   

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

  Business Response

  Date: 05/28/2024

   

   

  Thank you for forwarding this consumer rejection to our attention. We offer the following rebuttal:

  The new written estimate identified each additional inventory item and their respective volume. The revised estimate amount reflected the numbers from the moving brokers estimate and the additional inventory volume and services ordered in the new estimate. That said, given the shuttle specs, we found a discrepancy between the actual and the documented shipment volumes. Arena customer service is now reviewing the file for a refund. ****************** contact our customer service department and speak with ***** for further assistance.