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Business Profile

Moving Companies

Paxton Van Lines
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:12/10/2024

    Type:Delivery 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.
    On August 6, 2024 my family was moved to ******, ****** on State Department orders. the moving company selected by the Department was Paxton. Our household effects arrived in ****** and were delivered to the our house on October 24. Several boxes were missing. I emailed Paxton that day and informed them of the missing boxes. As boxes were brought through the front door we checked them off on the inventory sheets (attached). When the movers were done, there were multiple boxes missing (circled on inventory sheets). We signed the sheets and noted the boxes missing, as did the delivery supervisor. All of our pots and pans, silverware, several tools, gym equipment, and clothing items were missing. I immediately emailed the company and explained we were missing boxes and filled out the claim form, totaling $3985. They responded on December 10 that they would only be responsible for $50 in damages to our couch. Paxton claims that the "investigator" determined we had found all of the boxes inside other boxes. This is patently false. We have already had to replace the silverware and pot and pans and are still missing all of the other items claimed. No "investigator" ever spoke with us, came to our house, or could possibly have discovered any missing boxes had been found as they have not. Paxton, it seems, is run by absolute crooks.

    Business Response

    Date: 01/16/2025

    We reviewed this claim and settled for the amount requested. The consumer was notified of the settlement on 12/10/2024 and payment was made on 12/19/2024. See attached documentation to support our response. 

    Below is the complete timeline on this claim: 

    1. Claim notice received 10/18/2024/ claim form sent to consumer 10/18/2024.
    2. Completed claim form received from consumer 11/27/2024 and sent to our insurance provider with documentation 11/27/2024
    3. Our insurance provider denied claim 12/05/2024 as they were unable to establish supporting evidence.
    4. Shipper was extremely dissatisfied, and we brought shippers dissatisfaction to our insurance provider, and they reconsidered their denial and settled the shipper 100% of amount claimed.

    5. Payment made 12/19/2024.

     


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