Complaints

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

• Initial Complaint

  Date:08/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This a lettter that was sent to ***** at Asiata Van but have t received a response back.Hi ***** I had previously booked a reservation with your company Asata on June 1 2025 I'm not sure of the exact date but I called to cancel the reservation. I have received a cancellation confirmation of a scheduled move..due to medical issues we terminated our contract buying the house and decided not to move after all. When I called approx May 11 or 12 they sent me a cancellation letter to sign. No one ever told me there were 72 hrs from the original time when I reserved your service I cancelled the contract on my home due to medical issues. The lady I spoke with this morning wias very rude and said you are not going to get your refund because it's past 72 hr. I was Not told anything about a72hr policy .When I signed up for the moving service.Right now I'm a very unhappy customer . I told the lady on the phone this morning I wanted to talke to a manager or higher up she responded. Back to me very sharp and said she was the one I was talking to.I know as being in retail and customer service most of my career that every One has someone above them. I told her she'd be hearing from my attorney she responded back and said " Go Ahead"***** hopefully before I go any further in the claim perhaps you can consider returning my $716.92 deposit. First of all I cancelled because we are no longer moving due to medical issues, Please consider Thank you ********** **** *********************** ************ I have messaged Asata several times before and after this letter and no response.I was not told when I booked this reservation for the move with them about any cancellation.fees. We didn't go thru with the move due to medical reasons. Now they have kept my deposit of $713 I recommend no one to deal with asata moving company.. all they want is to Kept your deposit for mecial reasons..

  Business Response

  Date: 09/08/2025

  Dear **********,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration or inconvenience you've experienced.
  
  Please be advised that we have consistently communicated all relevant information regarding our cancellation policies, including the process to cancel, the timing requirements, and associated fees. All details, including the estimates and the Credit Card Authorization Form, were sent via email to ensure transparency and clarity.
  
  You also filed a chargeback for this same deposit; we want to clarify that we responded to the dispute with the same information we provided to you and the BBB. We are pleased to inform you that we successfully contested the chargeback, as it was filed outside the allowable window, and this process was documented accordingly.
  
  We understand that unforeseen medical issues can arise, and we genuinely try to work with our customers when such situations occur. Unfortunately, due to the chargeback, we are no longer able to hold your reservation or transfer your deposit to a family member, as per our policies.
  
  We regret that this has caused dissatisfaction, and we appreciate your feedback. Our goal is always to assist our customers to the best of our ability within the scope of our policies.
  
  Thank you for your understanding.

• Initial Complaint

  Date:08/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked with a moving broker in **, Asata Van Lines, on June 16th to assist with our move. After discussing things with my partner and realizing we did not have as many items that needed to be relocated, we decided to cancel. So within 24 hour, we reached out to Asata to cancel. We spoke to the representative, ******, who had handled our order and let him know through text. We received a response. We also reached out and called the company's number and asked for the cancellation to be processed. It took a month and a half of calling and emailing over and over again, but we finally signed the cancellation form and had the mutual release agreement signed, which indicates the amount of $500.00 which we are owed, which was paid for the deposit. It was signed by both parties by July 31st. Now it is August 21st, and we have been calling them and have the call abruptly ended on us and our number blocked from contacting them. We get a "mailbox is full" response when we attempt to call. This happened after speaking to management about the $500.00 refund. We also received an email back from their cancellation department after 2 months saying they would review the file and see if any documents need to be signed before processing a refund. It seems like they just want to drag things out and not pay the money back.

  Business Response

  Date: 09/05/2025

  Thank you for reaching out and providing us with the detailed background of your situation. We sincerely apologize for the frustration and inconvenience you've experienced throughout this process.
  We want to inform you that our company is now under new management. We are actively reviewing your case and are committed to resolving this matter promptly. We will expedite the refund of your $500 deposit and ensure that your concerns are addressed appropriately.
  Please rest assured that we take your case seriously, and we will keep you updated on the progress.
  Thank you for your patience and understanding.
  Best regards, Asata Van Lines

• Initial Complaint

  Date:08/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Asata moving lines for household delivery since we are moving from ******* to **. I was qouted 1600$ for the entire process of dlivery. Initially deposited 500 since I was told that deposit *** to be made and the other 500 will be collected upon picking up item then the rest will be on the delivery on final destination. Then few days prior to pick our items, so called quality specialist called to list the inventory and then asked another 500$.Our items were collected but then the qoute was changed. Instead paying 500, they asked me to pay 1100$ since the qoute was changed. They were saying items will be delivered in a week. 2 months later, our items *** not delivered.

  Business Response

  Date: 08/11/2025

  Dear ******* ********,
  Thank you for reaching out and sharing your concerns. We want to clarify that we are acting solely as the broker in this moving process. While we do not have direct control over the actual delivery or the movement of the trucks, we maintain full communication with the carrier to ensure your shipment is prioritized and delivered as promptly as possible.
  Regarding the delivery, we confirm that we received all necessary documentation for the delivery, and you were compensated for the delay beyond the contracted delivery window. We understand how frustrating this situation must be, and we sincerely apologize for the inconvenience.
  Concerning the price changes, these are typically discussed during our quality assurance calls to verify that the goods being shipped match what was initially quoted. If there are any modifications to the inventory, such as additional items or changes in volume the cost may be adjusted accordingly, as the price is primarily based on the space your items occupy on the truck.
  It's important to note that if items are bulkier or not described accurately, this can impact the amount of space they require, which in turn can influence the final cost.
  We appreciate your patience and understanding, and we are committed to assisting you through this process.
  Best regards,

  Asata Van lines

• Initial Complaint

  Date:07/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am seeking your assistance regarding a distressing experience with Asata Van Lines and goodview moving and ********** household goods were picked up on June 17, 2024. Over a month later, I still have no clear update on their location. The companies have changed their story multiple timesfirst claiming the shipment left on July 5, then July 12, and most recently on July 21without providing consistent or reliable information. They are no longer answering my call either now.The original contract was for 23 items (96 pieces) at a cost of $2,192.32, with $683.72 due upfront and the rest at pickup and delivery. Just before the move, I was told to pay a new total of $3,000, with verbal assurances that everything would be covered. However, on June 17, I was suddenly asked for over $6,000 more. Only boxes were collectedno major items like the couch, dining table, mattresses, crib, or lawnmower were taken.I was told the items collected would be delivered by June 24. But when I followed up on June 23, I learned the shipment hadn't even left *********. Since then, no additional items have been picked up. I had to vacate the property the next day and leave essential furniture behind due to the company's last-minute pricing changes and lack of support.Despite contacting both companies daily since June 17, *** received only vague, conflicting responses. On July 4, I was told the shipment would leave ********* on July 5. Then, I was told it left on July 12, and later, July 21. I have yet to receive any delivery or communication from a driver.This ordeal has caused significant emotional and financial strain for my family. I am urgently requesting:* Immediate confirmation that my items are not lost.* A clear, guaranteed delivery date.* A full explanation for the breach of the original agreement.Your support in helping resolve this issue is greatly appreciated.

  Business Response

  Date: 07/30/2025

  Dear ********,
  

  Thank you for bringing this matter to our attention. We understand how stressful and frustrating moving can be and truly regret the inconvenience this situation has caused.
  
  Please be advised that the assigned carrier, Goodview Moving and Storage, has confirmed they will be reaching out to you directly to provide delivery details and next steps.
  
  Additionally, our **************************** had conducted a follow-up prior to the movers' arrival and advised that based on the inventory provided, additional cubic footage would be required to accommodate all items. Unfortunately, the additional space was declined, and as a result, additional space was needed at pick up.

  If you have any further questions or need continued support, please feel free to reach out to us directly.
  
  Sincerely,
  
  Asata Van Lines
  

• Initial Complaint

  Date:07/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misrepresentation. Sales Representative assured me one thing, company is claiming contract stated something different.

  Business Response

  Date: 07/22/2025

  Dear ********,
  
  Thank you for bringing your concerns to our attention. Were sorry to hear that your experience has not met expectations and appreciate the opportunity to clarify.
  
  As outlined in Section 8 of the contract you signed on April 13, 2025, the cancellation policy states that written notice must be submitted within 72 hours of signing to qualify for a full refund. Additionally, the policy also notes that if a cancellation is requested less than five business days before the scheduled pick-up date, the deposit becomes non-refundable.
  
  We understand there may have been some confusion surrounding the cancellation terms, but we must refer to the signed contract when making refund determinations.
  
  If you would like a copy of your signed documents for your records, we are more than happy to provide them. Please feel free to reach out to our team directly with any further questions or if we can assist in any other way.
  Sincerely,
  
  Asata Van Lines

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear ********,

  In reviewing the letter you attached from Asata Van Lines, PLEASE note two things:

  1. "if cancellation is requested less than five business days before scheduled pick-up date, the deposit becomes non-refundable.  I have an email that the proves I cancelled on April 30th.  The "scheduled" pick up was May 24.  This is clearly more than 5 days before, 23 days to be exact.  So I should be getting a refund.

  2.  The sales ***resentative that "sold" me this agreement, multiple times reassured me that it was 72 hours prior to scheduled pickup that I could cancel and get my deposit  back.  Conveniently, this individual is never in the office to verify, however, even if he was, I am assuming he would say "he never said that, even though it is in my notes.  Thus he "lied" to me to make a sale.  I would NEVER have signed any agreement knowing I only had 72 hours from the time the agreement was signed to cancel the agreement, when we had NO actual date for the move.  I had explained that and even questioned when he put the date on the agreement.  His ***ly, "we just have to put something."  No worries.

   

  You back them, therefore you need to be aware that their sales people say one thing and the hope that the consumer does not pick up on their false ***resentation.  We are senior's.  Money is not something we "throw away".  I believed the sales *** and now am paying the price.  

   

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

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 08/11/2025

  Dea* *** ************* sincerely apologize that your move did not go as planned. We understand from both your message and letter that you were dissatisfied with the experience, and we regret any misunderstanding that may have occurred during your communication with *****.
  At Asata Van Lines, we strive to maintain transparency with all our customers. As outlined in the Estimate Agreement and Credit Card Authorization Form, both of which were reviewed and signed by you, our policies regarding cancellations are clearly stated.
  Specifically, Section 8 of the signed estimate states:
  "Should you elect to cancel your move with Asata, you must email *************************************** within seventy-two (72) hours of signing this contract to receive a full refund. If you are booking your move within five (5) days of your pickup date, all deposits are non-refundable. However, all deposits may be applied to a future move with Asata for 12 months from the date of the original signed contract. I understand that if I refuse pickup (for any reason) by the carrier/agent, I am forfeiting my deposit."
  Furthermore, the Credit Card Authorization Form includes the following cancellation clause:
  "Cancellation Policy: I, ******** Emmer ******, agree to pay the total charges for transportation/moving coordinator services to be provided by Asata Van Lines. I understand that my deposit is only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable unless I notify Asata Van Lines in writing within 72 hours of making my initial reservation at ******************************** I understand that there will be a 15% cancellation fee deducted from my refund. The 15% cancellation fee only applies to the deposit amount, not the entire move."
  We truly regret the inconvenience youve experienced and want to emphasize that it is not our intention for you to lose your deposit. In cases such as this, we are happy to offer the option of placing your move on hold for up to one calendar year from the original booking date. This credit can also be applied toward a move for a family member.
  For your reference, we have attached all relevant documents, including:
  The signed Estimate Agreement
  The Credit Card Authorization Form
  The Cancellation Confirmation of the Scheduled Move
  Thank you for your understanding.
  

  Customer Answer

  Date: 08/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good morning ********, 

  Thank you for contacting me.  Again, based on the communication Asata sent you that they sent me, I clearly notified them  more than 3 days prior to the "move date of May 24"-which was NEVER the actual date of the move.  According to *****, he just had to put something down, and reassured me that, I had 72 hours prior to the agreed upon move date to cancel and get my money back.  If at any time he had said it was 72 hours after signing the agreement, WE WOULD NEVER HAVE AGREED TO USE THIS COMPANY.

  
  

  To make matters worse, once the agreement was signed I have never been able to speak to *****.  He does not answer my emails, he does do respond to my voice mail.  When I speak with someone from the company, they tell me he is out of the office.  Not that he no longer works there; simply that he is out of the office.  Thus, this is fraud.  They tell the client one thing verbally, to protect themselves.  The other very interesting thing, is the agreement he sent me was NOT the long version that is now being attached.  Unfortunately, I have misplaced what was sent on April 14th to have further documentation.  In addition,  *******, in customer service, called me the day after signing- to tell me that I would get further information about packing etc. and that it was in the contract, but never said anything to "remind me that I had 72 hours after signing to cancel for a full refund.  When we decided not to move out of state and move within, I tried calling *****, with no success.  I then spoke with someone in the company to that informed me that Asata does not do in-state moves; thus I called and   ******* to cancel.  She said she would notify the cancelation department and request my refund. Why did  she did NOT say," I will contact the cancellation department, however per contract, you are out of the window  for refund of deposit, that it was only 72 hours after signing the contract. "  Therefore, this is further proof that we have been misled. 

  
  

  I greatly appreciate all your assistance.  I keep hoping the BBB can get this resolved in our favor.  

   If you need anything more from me, please let me know.

  
  

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

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 08/25/2025

  Dear ******** ******,
  
  Thank you for your message.
  
  Wed like to take this opportunity to clarify the details regarding your booking and cancellation request. Upon reviewing your account, we can confirm that both the estimate and the credit card authorization formeach of which was signed by youexplicitly state that cancellations must be made within 72 hours of booking and payment. Any cancellation made after this window results in the forfeiture of the deposit, as outlined in the agreed-upon terms and conditions.
  
  Our intention is always to be fully transparent with our customers. If a sales representative provided any information outside of what is clearly written in the signed estimate or authorization formespecially regarding the depositplease understand that the terms in the signed documents are what apply.
  
  To ensure clarity, these policies are communicated in several ways:
  
  They are written in the estimate and credit card authorization form you signed.
  A verification call is also conducted with every customer to confirm all details and give you the option to contact us directly at our toll-free number (888).
  
  We also offer flexible options to help prevent deposit loss, such as putting your move on hold or transferring the deposit to a family member.
  
  In your case, we received your cancellation request approximately one month after booking, at which point we also learned you intended to do a local move, which we are not licensed to perform. Once we explained that we could not issue a refund due to the late cancellation, you initiated a chargeback with your card provider.
  
  We responded to your credit card company with the same documentation and explanation we have provided here. The chargeback dispute was ruled in our favor. Following this, you filed a complaint with the BBB and left us a review.
  
  We truly regret that your experience did not meet your expectations. Please know that we made every effort to assist you and offer solutions within our policy. Our goal remains to provide fair and transparent service to all customers.
  
  Sincerely,

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

• Initial Complaint

  Date:07/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Asata Van Lines due to a highly deceptive and distressing experience with my cross-state move. This situation has caused me significant emotional and financial hardship, and I no longer have confidence in the legitimacy or ethics of this company or the subcontractor they hired.On June 26, 2025, I spoke with **** *********, Senior Logistics Manager at Asata Van Lines. I provided a clear inventory and explained that my items were stored in a full 10x10 unit. He quoted $1,697.40 and sent a contract to sign. He did not disclose that Asata is a broker or that a third party would be used.**** said delivery would take no more than four days, arriving by July 1. I asked to shift pickup to July 1 so I could receive the items on July 8 (to avoid the holiday/weekend), and **** confirmed by text.Despite that, movers arrived on June 29 two days early forcing me to find someone last-minute to meet them. The movers, who identified as Unlimited ******************************** or *************, claimed the cost had jumped to $3,100. I was never given a revised contract only a blurry WhatsApp screenshot after I requested it.Again, I was told delivery would take four days. It is now well past that window. I have not received my items and no one can confirm where they are.The carrier used by Asata (MOVE OUT, LLC or Unlimited ********************************) appears unregistered and unreachable. They have no website, no contact number, and I cannot verify any ***** registration. Ive made multiple attempts to contact Asata and the driver, with no clear ********** this point, I fear my belongings have been lost, stolen, or are being held without justification. I was misled into signing an incomplete agreement, met by unexpected movers, and now have no property or resolution.

  Business Response

  Date: 07/16/2025

  Dear ******,
  

  Thank you for taking the time to share your experience. Were very sorry for the stress and inconvenience this situation may have caused, and we appreciate the opportunity to address your concerns.
  
  Wed like to confirm that your delivery is scheduled to be completed today, as confirmed directly by the assigned carrier, Unlimited Moving and Storage, and as also communicated to you.
  

  As part of our standard process, Asata Van Lines operates as a licensed moving broker, which is noted in the Moving Estimate sent to you prior to placing your deposit. The Bill of Lading, signed at the time of pickup, also includes the name and information of the assigned carrier. In this case, that carrier is Unlimited Moving and Storage.
  

  Were here to assist further if needed. Please dont hesitate to contact us directly with any remaining questions or concerns. Weve made several attempts to reach you and are happy to help ensure everything is fully resolved to your satisfaction.
  

  Sincerely,
  
  Asata Van Lines

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June ****** I obtained a quote from Asata Van Lines with a complete description of the items needed to be moved, rooms, measurements, etc. *********** quoted a price of ******* with an agreement that the price is subject to change if additional items are added or services are changed. On July ****** the company did an additional FaceTime with a different gentleman and said that they made an error and the cost would be $10,000.00. They are now refusing to give my ***** back after they breeched the agreement and lied about the original cost stating that it can be increased by sq footage needed.

  Business Response

  Date: 07/03/2025

  Hello ********,

  Thank you for reaching out and sharing your concerns. We understand that planning a move can be stressful, and were here to support you every step of the way.
  

  Your original estimate, provided on June 3, 2025, was based on the inventory and details discussed at that time. As outlined in the signed Moving Estimate, pricing is based on the actual cubic footage required to safely transport your belongings. Following the updated walkthrough on July 2, 2025, it was determined that the inventory required additional space, which resulted in a revised estimate. This adjustment aligns with the terms agreed upon.
  

  We understand you had questions regarding the deposit. Please note, as detailed in the estimate, deposits are non-refundable if changes are made outside of the 48-hour window and within 5 business days of the scheduled pickup window.
  

  If youd like us to resend your Moving Estimate or any other documentation, were happy to do sojust let us know your preferred email. Were available to further discuss your move and assist with any next steps youd like to explore.
  
  Sincerely,
  
  Asata Van Lines

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Asata Van Lines to move antique furniture. The initial conversation was polite and friendly. I paid the deposit of 1200. I felt a bit nervous about the whole thing, but it seemed fine. When it was about a week away from my move date, I received a frantic call from them. The move date had be miscommunicated somewhere along the way. I was apologetic and they helped rectify it, so again I was at ease. Then I received a call wherein the same person who had initially given me a quote was "worried" that my items wouldn't fit in the space I had initially contracted. I tried to tell him that my descriptions were no different from the first conversation, so I was unsure why the space would suddenly change. Then I tried to tell him that this was not a standard move anyway, as I was just moving furniture from my mother's home so anything that didn't fit could be left behind for me to pick up later. He talked over me repeatedly and I became irate and ended the call after asking to pause my move so I could think. I went online and found countless reviews wherein people had the same experience. Feeling foolish and angry, I called back when I was calmer. I discussed this again, insisting that I didn't want more space and would like to reschedule the move. The man I spoke with spoke over me and insulted me, calling me rude and offensive even though I never raised my voice or used profanity. He then ended the call. They called back several weeks later and I told them I would address it again at a later date, but I now I do not trust their services.

  Business Response

  Date: 07/02/2025

  Dear ****,
  

  Thank you for taking the time to share your experience. We are truly sorry to hear that you felt uneasy during your interactions with our team. Our goal is always to ensure that each customer feels supported, respected, and confident throughout the entire moving process.
  

  While we understand there were concerns about inventory and space allocation, our intention was never to cause stress, but rather to ensure the proper accommodations were made for your valuable antique furniture. We take these matters seriously and want to provide the highest level of care possible for your items.
  

  Wed also like to clarify that when you do reach out again, your call will be directed to our ***************** Manager to ensure your concerns are addressed with care and professionalism. We value your trust and would like the opportunity to make this experience a positive one.
  

  Should you wish to move forward or need additional information, were here to assist.
  

  Sincerely,
  
  Asata Van Lines

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Asata to get a quote for a move, I was quoted $2400, we went over all items to move and the date needed which the call was on the 25th and they picked up on the 27th. Now when the movers got there they had taken off items that were on the list and said I had to pay more to load the items. I ended up throwing away items due to this issue. I called to find out why, and was told because they didnt do a walk through (normal procedure) that there wasnt space. Basically they didnt follow their procedures to book a move, and then updated my contract without my items that were on there to make me have to pay the cost of their mistake. The move should never have been booked if proper procedures werent followed by their agent. Then each time I called to speak with someone, they have the nastiest attitudes and are very unprofessional, managers included. Its as if they answer the phone to be argumentative once they hear its a complaint and theyre wrong. They also restricted access to see the quote or receipt of lading.

  Business Response

  Date: 07/02/2025

  Dear *****,
  

  Thank you for your feedback.
  

  We understand your concerns regarding changes to your inventory and pricing at the time of pickup. Please note that the original estimate provided was based on the item list given at the time of booking. If there are differences between the estimated and actual items being moved, the assigned carrier may revise the cubic footage and adjust pricing accordingly, which is standard industry practice and clearly outlined in the signed Moving Estimate.
  

  We also want to clarify that we do not restrict access to your documentation. If you would like, we are happy to provide copies of your Moving Estimate, Bill of Lading, or any other contractual documents for your records.
  
  We regret that your interactions with our team did not meet your expectations and will review any internal communications or call recordings related to your file.
  

  Sincerely,

  Asata Van Lines

• Initial Complaint

  Date:06/04/2025

  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.

  This company quoted me a price and told me (under false pretenses) the price was fixed. They then called for a consultation and demanded a price $10,000 over the quoted amount in an attempt to keep the deposit of $1500. They also claimed the person who had quoted the original price was fired and accused me of attempting to illegally adjust the price.

  Business Response

  Date: 06/05/2025

  Dear ****,
  
  Thank you for your feedback.
  
  We would like to clarify that your move was booked on March 7th, 2025, and was formally cancelled on June 3rd, 2025well beyond the 72-hour cancellation window outlined in your signed Moving Estimate. As such, a refund of the deposit is not applicable per the terms of the agreement.
  
  Additionally, the ***************** call is a required step in our process to review inventory and confirm all details prior to dispatch. This step is essential in preventing on-site upcharges by identifying any discrepancies between the original estimate and the actual inventory and dimensions of your items.
  
  Our records also reflect that all required documentation and disclosures were sent prior to deposit, including terms related to pricing, cubic footage, and cancellation.
  
  Should you need a copy of your signed agreement or QA notes, we are happy to provide them.
  
  Sincerely,
  
  Asata Van Lines

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I was contacted by a salesman from this company and was lied to multiple times. The person in question, according to the company was fired. This company seems like a scam promising the world, charging a deposit and then asking for $10,000 more than in the contract. This company is nothing more than a fraud. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******