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Business Profile

Moving Companies

Planet Van Lines

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Last May I was looking for moving companies to move my furniture from ******* to ***************. I went with Planet Van Lines because they said they didn't play the bait and switch out to a higher price, they also said they owned all of their trucks. So I went with them even though they were $1500 more expensive because I didn't want shady. Well did I get shady...First off they almost double the initial quote and I'm given this once my furniture is all in the truck so yeah at that point I'm stuck. Initial quote just for moving $4038(861cu.ft) additional charge at pick-up $2110(450cu.ft). Total cost $7743 this doesn't include the $650x6months I paid for what was supposed to be temp control storage. They said I had more than originally anticipated which is not true. I've heard that since a law has passed where they can't do the bait and switch trick anymore. Too bad I'm already out $2000.Second they don't own the trucks and the pick-up and delivery were both contractors they hire. Interesting that all of my stuff fit in a much smaller truck at delivery then pick-up because unbeknown to me there was a 2nd load at the front of the truck so they could say I had more capacity then charged. so much of my stuff was damaged or broken and the response from planet van lines were the boxes weren't packed to capacity. Umm yeah cause you guys wanted to charge for more space so let's put one lamp shade in one box and then it gets squashed. Mind you I paid for Planet Van Lines to pack, I didn't pack it, so again they caused the issue. So I filed complaints and took pictures and responded to all of the questions and photos for the claim of which I couldn't even post all because when a fine glass wine glass is shattered you don't unpack so you don't cut yourself. How ridiculous they offered me $98 for all of the damaged they did to my furniture, broken stuff after already overcharging me. I didn't even claim the $98...you crooked guys keep it. BUT DO NOT USE THIS COMPANY!!!

    Business Response

    Date: 04/24/2023

    Hello. The client opted to go through our claims process, and this is the result that the claims adjuster came up with. Any concerns with the result of the claim need to be addressed with the actual claims company. Thank you.

    Customer Answer

    Date: 04/25/2023

     
    Complaint: 19965625

    I am rejecting this response because: I did not elect to go through the claim process, I was told by them that was the process. I sent multiple text and pictures to the company as they were happening and they told me I HAD to go through the claim process. I expected this response. What's sad is that you are giving them an A+ rating because they answer our complaints yet they continue to do the same practice of charging people more than quoted and damaging their furniture. At what point does this business get their A+ rating bumped down as they are obviously not caring about their customers and their moves. Because quite honestly I felt no need to get additional insurance because a company that charges over $7500 for a 2 bedroom move I expect will do white glove service. SAD THEY ARE A HORRIBLE COMPANY. DO NOT USE THEM FOR YOUR MOVE. 

    Sincerely,

    S Ceruto

  • Initial Complaint

    Date:09/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    All of the previous reviews and complaints from other customers are 100% accurate and in line with my own experience. I have calculated the cubic feet of my belongings and they quoted me 2x what the actual cubic feet are even after I rounded up the number of large size boxes I used. Additionally 15 boxes are missing from my delivery and they charged me for items the driver "forgot" to pick up. I have also been yelled at and belittled by several of their employees including a manager who is his "own supervisor, no one is above him." Good luck getting anyone on the phone it either goes to voicemail where you will not get a return call or if you do get someone's "direct" line they will change the number in a few days. I just want this company to do what they say they're going to do.

    Business Response

    Date: 11/17/2022

    Business Response /* (1000, 5, 2022/09/26) */
    Hello Ms. ****** - we will have supervisor reach out to you by the end of the day tomorrow. Thank you.

  • Initial Complaint

    Date:09/16/2022

    Type:Product Issues
    Status:
    Answered
    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.
    It is a shame that people do not learn about this company until after the damage has been done. I can add no more than what others have said. Planet Van Lines contracted the work out to another (negligent) company that lost or damaged most of my posessions. There is no legal remdedy so they act with impunity. Planet Van Lines offered to settle for half of what I was asking and since I have no legal recourse (at this point) I accepted their offer. After submitting my response in writing many weeks ago I have heard nothing. I am sure they hope I will just go away. But I will not.

    Business Response

    Date: 11/17/2022

    Business Response /* (1000, 5, 2022/09/26) */
    Good morning ***,

    Thank you so much for taking the time to speak to me last week and go over your experience with your move. I am working on getting you the money sent to the email that you texted me. This email is to confirm that we are sending you $600 as a good faith settlement amount for lost or damaged items from your move. In order to help make things right, we are sending you the money from our company end.

Planet Van Lines is NOT a BBB Accredited Business.

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