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:06/04/2025

  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.

  Asata van lines is a third party broker who doesnt tell you they are a broker before paying getting me to pay a deposit over the phone. They then contracted out my move to Goodview moving and storage. When paying, I was promised that pickup would be on the 27 May, and delivery would be June 1-3. After picking my belongings up on 27 May, I was again assured delivery on June 1st. I am filing this because it is now June 3, and they are just now telling me that delivery hasnt even been scheduled (yesterday they told me it was on a truck headed towards me) and it could take 5-10 business days before its delivered. They then said I could pay for expedited shipping if I wanted it earlier. Also, during the move, some employee just eyeballed my belongings and told me I needed more space than they originally estimated I needed. On pickup date, they raised my cost by $1200 from the promised $1700. So now Im out $3200 and all my stuff.

  Business Response

  Date: 06/05/2025

  Dear *******
  
  Thank you for your feedback.
  
  We would like to clarify that the Moving Estimate you received via email prior to paying your deposit clearly states that Asata Van Lines operates as a licensed moving broker. This disclosure is outlined on the estimate document, which is required to be reviewed and signed prior to confirmation.
  
  Regarding your delivery, your First Available Delivery Date (FADD) was confirmed as June 1st, 2025. As stated in the signed estimate, delivery can occur on or after the ***** not specifically on that date.
  
  As for the adjustment in pricing, our **************************** conducted a verification call prior to pickup and advised that your actual inventory would require additional cubic footage. Notes in your file confirm this was declined, which may have resulted in the rate change assessed by the carrier upon arrival.
  
  We will be reaching out with delivery updates shortly and appreciate your continued patience.
  
  Sincerely,
  
  Asata Van Lines

• Initial Complaint

  Date:05/27/2025

  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.

  On4/10/25 I obtained a bill of lading contract from the movers of asata van lines. The men who did not show up untill 10:30 pm and demanded a tip. I was to hear back from there customer service to set up appointment for delivery. I have not heard from them after repeated calls to customer service about delivery. It is now 2 months and I still have not received any calls in regards to delivery. I have contacted legal help about this matter. And customer service would not give us any information, they said they would check into this. I am 73 years old and feel that I have scammed and since I could not get my stuff back, I had to spend what little I had to buy clothing etc. I would appreciate any help in this complaint as I have nothing, they have my whole life in there truck

  Business Response

  Date: 05/28/2025

  Dear *****,
  

  Thank you for your message. We understand how important your belongings are, and we take your concerns seriously. Please be advised that the balance due for your move remains unpaid, and this was communicated to you multiple times following pickup.
  

  Our records show repeated attempts were made to notify you of this, and we remain available to discuss a resolution so delivery arrangements can proceed.
  

  If you have any questions regarding the amount due or next steps, please contact our ****************** directly.
  

  Sincerely,
  
  Asata Van Lines

• Initial Complaint

  Date:05/15/2025

  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 4/14/2025 I booked Asata movers to move some specific items from our house in ******* Oh to ***********************. They have us an estimate with that was in involved and we agreed on the price. However later I needed to add some things and on their estimate they had some incorrect items too but they told me that will all get corrected when we do a final call closer to the move. On 4/30/2025 I had everything I needed moved boxed up and ready to go. I had the phone call with Asata to go over everything that needed to be moved. I even gave the dimensions just about every item minus the couch, chairs, beds and lawn tractor and mower. They record all phone calls. Their estimate was 3 times higher than the original estimate. I told them that it was way to much money and to cancel everything. He said he would work out a better price. He came up with a price of $5461.35. we agreed. I signed the documents and we paid a deposit. On May 5th the movers showed up 4 hours late at 8pm. And it was raining. The movers walked through the house, took pictures and then said to hold on and wait for the authorization phone call. I received the call from the moving company and they said the items on the list were to big and we had to pay more for the move. However we won't know how much more till they load it up. I spent 22 min on the phone with the company ( I have it recorded) and they refused to take the items on the list without me signing something that they can charge is more based on how they pack the truck. The drivers told me that they have stuff already in the truck from other clients. So likely they could not even stack the stuff to the ceiling because it would not be secure. And they charge by the cubic foot and not square foot. I called Asata on 5/14/2025 to get a refund because they did a bait and switch on us (in my opinion) to try and get us to pay even more money. Asata refused to refund us because in the estimate we signed it says no refunds.

  Business Response

  Date: 05/16/2025

  Hello,
  
  Thank you for taking the time to share your experience. We regret that your move did not proceed as planned and appreciate the opportunity to address your concerns.
  
  Your booking with Asata Van Lines was confirmed on April 14, 2025, based on the inventory provided at that time. Following updates to your inventory, a ***************** call was completed on April 30, 2025, during which you confirmed the revised item list and were provided with an updated estimate. This estimate was accepted, and your deposit was submitted in accordance with the terms outlined in the agreement. In addition, the contract is based off of cubic feet rather than square, which a copy was received at the time of booking
  
  As specified in the contract, all estimates are subject to verification by the carrier at the time of pickup. If the actual volume or conditions differ from what was originally provided, the carrier may revise the final cost accordingly. This is standard practice across the industry and is clearly disclosed in the agreement.
  
  While we understand your decision not to proceed with the move after the carrier's onsite assessment, we must clarify that deposits are not refundable once the movers have arrive onsite and services have bee refused.
  
  We are happy to provide a copy of your signed agreement for the ***************** call upon request.
  
  Sincerely,
  

  Asata Van Lines

• Initial Complaint

  Date:04/22/2025

  Type:Product 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 Saturday April 12th they contacted me about giving me an estimate on an upcoming move. I was on the phone for over an hour going through details and options with *****. He then gave me options to put a deposit down via Zelle, ACH transfer, or Cash App. I made the deposit via ACH. ***** said the transaction would not go throught till the following Monday or Tuesday with my bank. A few hours later (same day) my family had made other arrangements and no longer needed the movers. I emailed and called(no answer, and kept getting hung up on) asking for a formal request of a canceling it. I then continued to attempt to follow up to ensure that I did not get charged. On Monday April 14th, I was charged for the deposit. I was able to talk with ******* once I saw that the transaction had gone through with my bank. I sent her the orginal Email showing that I had formally requested the cancelation. She then sent me a form to formally request it a different way and ensured me it would be taken care of. She also said that she would work on it keep me posted and that if I did not hear anything that I could call back. . She again stated she was contacting them to send me the email and that the refund had been approved, and again to let her know the next day if I have not recieved it. I called again today, Tuesday April 22nd, and again spoke with ******* and she said she was contacting the billing department and if I had not recieved the email in the next hour or so to call back. 2 hours later I had yet to recieve an email, so I called back again. This time I was speaking with a man, he knew exactly what I was calling about, and proceeded to tell me the transaction had not yet cleared and I couldn't get a refund till it cleared. I told him it had cleared with my bank. He said I should just open a Zelle account and he could give me the refund right then.

  Business Response

  Date: 04/30/2025

  Hello,

  Thank you for your feedback. We acknowledge your cancellation request was submitted while your ACH payment was still clearing, which is why there was a brief delay in processing your refund.
  

  Since then, a chargeback has been filed through your bank. As a result, a refund is no longer applicable on our end, as the dispute is now being handled directly by your financial institution.
  

  Please follow up with your bank for the status of the chargeback.
  
  Thank you,

  Asata Van Lines

  Customer Answer

  Date: 05/07/2025

  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 and the matter has been resolved. 
  
  Sincerely,
  
  ********* ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  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 reserved a moving service from ******** to ****. The representative asked for all of the items that I was moving, I gave a complete description. During the discussion, they told me that I had plenty of space available to include my bed, dresser, and nightstands. Initially, I plan to sell them because I was trying to save money. After being told that I had residual space and that would not affect my price I agreed to include those items and chose not to sell them. The representative further explained that I still had residual space even after that and that if I had miscellaneous items, they would be fine. I received the verification call yesterday and they started going through the list with me again. Apparently the size boxes noted in their system was 20 shoe boxes. However, my contract clearly stated boxes, and I was clear when I said they were moving boxes of normal size. The price doubled, it went from $1300-$2600. The person I spoke with during the verification callwas rude and condescending the entire discussion. Upon hearing that I was expected to pay twice the price for this move, I then requested to cancel and get my deposit back. This was clearly their error **** should not be penalized for this. But they told me because the cancellation was happening within 48 hours of the move they could not my deposit. With that said theyre verification call happens too late in the process, giving you no option, but to either accept the increased price or lose your deposit. This coupled with the behavior from the ** manager that conducted the verification call, upset me quite a bit. This is a very difficult time in the last thing we need is a company that is taking advantage of people during hard times. I will never recommend this company. In fact, I think they should be investigated for these types of practices.

  Business Response

  Date: 04/19/2025

  Thank you for bringing this matter to our attention. We sincerely regret that the customer feels dissatisfied with their experience and would like to take this opportunity to clarify the situation.
  
  
  At the time of booking, the customer was provided with an estimate based on the inventory they disclosed. Our representatives rely on the information provided by the customer to generate an accurate quote, including the number and size of boxes, and all larger furniture pieces. The initial estimate of $1,300 was based on the original inventory shared by the customer. During the ***************** call, it became apparent that the actual volume of itemsincluding standard-size moving boxes and additional furniture piecessignificantly exceeded what was originally quoted. This naturally impacted the final price.
  
  
  The ***************** call is a mandatory step in our process, designed to ensure accuracy and transparency before the move takes place. While we strive to make this call as early as possible, customers are also encouraged to review their contracts thoroughly, which include an estimated cubic footage and terms of service. The contract signed by the customer clearly ************************* that the deposit is non-refundable if cancellation occurs within 48 hours of the scheduled move date.
  
  
  We understand that moving is a stressful process, and we aim to make it as smooth as possible. While we regret any perception of rudeness during the verification call, our records do not show any deviation from our standard procedures. Nevertheless, we will review this internally and address it appropriately.
  
  
  We remain committed to ethical business practices and transparent communication, and we believe the services rendered were in line with our stated policies and the agreement the customer signed. Unfortunately, because the cancellation occurred within the restricted time window, we are unable to refund the deposit.
  
  
  We appreciate the opportunity to respond and hope this clears up any misunderstanding.
  
  

  Asata Van Lines

  Customer Answer

  Date: 05/01/2025

  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:

  At the time I scheduled the move, the customer service representative did provide an estimate based on the items I told them. However, the customer service representative did not document appropriately on their end the item dimensions and space required. At the time I was disclosing the number of boxes, which I estimated to be 10 to 12 moving boxes, he advised me he would up that number to 20 boxes to provide cushion in the event we ran into a space issue. I did tell him these are large, moving boxes, used for moving clothes, kitchen items, etc. He then proceeded to tell me that I only utilized approximately 70 ft. of space that I had a lot more space to work with. So at that point, I decided not to sell my bedroom furniture included that and he still continued to tell me I had remaining space to work with under the estimated 300 ft. he told me to start with. I am not able to visualize what that kind of space is, that is not my field of work. So when someone working within their area of expertise tells me these things, I am relying on their knowledge base. When the verifying agent called me, he referred to the boxes as shoe-boxes. At that time, I told him no, they should be moving boxes. I then referred to my contract, nowhere does it say shoeboxes. So again, the estimate that I was provided was based on accurate information that I gave the customer service representative. It was his failure to accurately estimate the space that I needed and gave me inaccurate information to work with when I committed to that contract. He repeatedly reassured me that I had remaining space to work with in the event there was overage. I understand that that first part of the process is to provide an estimate of space needed, and the cost associated with that. But typically an estimate should be within a reasonable range, not half of the space needed for a move. I was quoted as needing 300 ft. for my move, in the end I neared almost 600 ft. for my move. I understand what the contract says, but the service that was provided doesnt even come close to meeting the standards necessary to execute that contract.

   

   

   

   

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

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

  Business Response

  Date: 05/12/2025

  Hello,
  

  Thank you for your response.
  

  The initial estimate was based on the details you provided at the time of booking, including an increased box count recommended by our representative to account for possible overage. Specific box dimensions were not provided, and the use of terms like large can vary in interpretation.
  

  As noted in the agreement, the estimate was non-binding and subject to change based on the actual volume measured at pickup. This is standard industry practice, and all terms were clearly outlined and agreed upon prior to service.
  

  Any guidance given during the intake process was based on the information available at the time. Once additional items were includedsuch as the bedroom furniturethe final volume understandably increased, resulting in a higher cost.
  

  We understand your concerns; however, the services rendered were consistent with the contract and based on actual volume, not estimates alone.

  Asata Van Lines

  Customer Answer

  Date: 05/23/2025

  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:

  They are not taking into account the customer service representative provided inaccurate information in the contract. The details of the move from my aspect were accurate and I was ill advised by the customer service representative with regard to the space needed for the move. The contract does reflect what I told him and he advised me of the space needed for the move based on that inventory. I even explained to him that I was trying to save money and would sell my bedroom furniture to keep the move limited to the boxes, desk, chairs and a small book shelf. He convince me I had more than enough space to work with to keep the bedroom furniture and even explained I would have remaining space. That is overselling a service, misrepres.entation of what I would need and clearly you have not reviewed your phone transcripts to verify any of this. I make this last point as this call was recorded and no one pursued the verification as of yet. With that said, I reject this response

  
  Sincerely,
  
  ****** ***
  
  
  
  
   
  

• Initial Complaint

  Date:02/05/2025

  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 this company has a moving company to move my belonging from ******** to *******. During the call process, I gave them a list of my items and they quoted me at $3200 plus two months of free storage. They said if I Zelle them money right then that it would lock in my price. This conversation happened with **** *********, ****** ********** ***********. When the movers arrived at my house they said that they under quoted me and I would have to pay more money. After several back and forth phone calls between **** ****** ******* and ***** *** *****, I paid triple the cost at the end of the day. Now that **** ****** is holding my belonings and will not return the other half that they say they still have in a warehouse, ***** *** ***** (broker in all this and the company of hire) is not doing anything to retrieve my belongings. I have all my conversations recorded with this company and they state that they record as well. I am demanding a refund of $9000 and my belongings to be returned. My point of contact with ***** *** ***** is *******.

  Business Response

  Date: 02/07/2025

  Hello,
  

  We appreciate you bringing your concerns to our attention, and we want to assure you that we have been actively working to resolve this matter. Our team has made multiple attempts to obtain an update regarding the status of your remaining shipment from the carrier handling your move.

  As a broker, ***** *** ***** facilitated your moving services with a third-party carrier, and final pricing is ultimately determined by the carrier based on the actual volume and weight of your belongings at the time of pick-up. While we understand your frustration regarding the cost adjustment, the initial estimate was based on the inventory provided, and any discrepancies at the time of pick-up may have resulted in pricing adjustments per industry standards.
  

  We are happy to continue assisting in communication efforts with the carrier to help resolve this as soon as possible. Please respond with any updates or documentation you may have so we can continue advocating on your behalf.
  We appreciate your patience and understanding.
  

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

• Initial Complaint

  Date:12/03/2024

  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.

  This company harasses you and rushes you to book with them. We ended up booking with them because we were running out of time and it appeared that they mostly had good reviews. We explained everything we needed and the man named ****** said they can do that and we came to an agreed upon price. They ended up getting the dates wrong and since its last minute they are trying to charge us double saying that we now have a rush order even though it is their mistake. They are constantly making up names and saying this person doesn't work here anymore but then we get contacted by them. They are trying to scam us to pay double, they are nasty and pushy on the phone.

  Business Response

  Date: 01/07/2025

  Hello,

  Thank you for bringing your concerns to our attention. We take customer feedback seriously and would like to address the points raised in your complaint.
  Regarding the booking process, we strive to provide prompt and efficient service to meet our clients' needs, particularly under time-sensitive circumstances. We regret if you felt rushed during this process, as that was never our intention.
  

  With respect to the scheduling and pricing concerns, we rely on clear communication with our clients to ensure all details are accurate. While we work diligently to avoid any misunderstandings, unexpected issues can occasionally arise. We are happy to review the specifics of your case, including the agreed-upon terms, and clarify any discrepancies.
  

  Concerning your comments about our staff, we maintain a professional team and take such allegations seriously. While we are investigating internally to ensure proper communication, any instances of confusion about employee roles or contacts are unintentional and will be addressed.

  Thank you for allowing us the opportunity to respond, and we hope to resolve this matter promptly.
  

  Sincerely,

  Asata Van Lines