ComplaintsforGreen Van Lines Moving Company - Dallas

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Green Van lines damaged several items during a recent move to include a rocking chair, lamp, and a Husky Garage Storage Cabinet. No one will return my calls or emails to file a claim.In addition, Green Van Lines has in my opinion a deceptive business practice. I was charged Travel Time for 3 individuals to drive from Dallas to ******* to unload our furniture but the personnel that showed up to meet the truck live in the ******* area. They were locals. I would not recommend this company to anyone. Poor Communication and Poor customer service.

  

  Business response

  11/17/2023

  From: Claims Processing <************************************>
  Sent: Friday, November 17, 2023 3:23 PM
  To: Complaints <******************************************>
  Subject: Re: You have a New Message from BBB serving North Central *****, Consumer Complaint #********
  
  Dear BBB:
  Please be advised that our office no longer represents Green Van Lines, therefore please remove our email address from your records and send all further BBB correspondence to the business directly. 
  Please confirm receipt of this email.
  
  Thank you,
  *********************************, Exec. Director
  VIP ************* Dept.
  **************

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Green Van Lines to move us from ***** to ********. Green Van Lines picked up our belongings on September 29, 2023 from our apartment in **********, *****. They told ** they would be delivered on October 14, 2023 to ******, ********. It was known that the delivery could take up to 21 days, which would be October 20, 2023. The company did not deliver our belongings and continued to ignore communication. I finally received a call back on October 17, 2023 and ********************* stated that it would be 5-7 more days and then we would have our delivery. After that point, there was no communication. Nobody would return calls or messages. Finally, on November 3, 2023, after saying I was calling the police, I received a call from ********************* who stated that all of the company assets had been seized by the court. He stated that they took all of the belongings of the company (which included all of our personal belongings from our move). This seizure happened on November 1, 2023, but our items should have been delivered long before this and therefore should not have even been there at this time to be seized. If they would have delivered our items as promised, we would have all of our items. In the meantime, we have no idea when, or if, we will ever get our belongings back. The company that seized the items (per court order) is ********************************. I contacted them and they stated that they did not receive an inventory list/receipts so they have everyone's belongings, but do not know who owns any of the items. They stated ********************* will be in contempt of court because he is keeping the documentation of everything and not turning it over as required by the court. We just want all of our belongings back and due to their breach of contract, we do not want to pay the full amount to receive it. The contract stated in would be delivered by 21 days and it has been much, much longer.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired company to assist with move from apt to a storage unit. I completed a walk through with moving guy, . He asked me how I would pay I told him cash. He went over the contract and said he will give my copy once I pay and told me they will be able to beat the quote that gave an estimate of 6hrs $169/hr and 1 hr travel time for $1073.85. He mentions he will need a little gratuity. He said I will have to pay them once they arrive to moving site, before they are done. By the time we get there he tells me I need to pay the entire estimate. I told him this was based off 6 hrs and you have 3 hours left. He needs to rate me at an accurate time. He stands over me as a form of intimidation and said this will take 6hrs. I told him it would not but decided to pay him to keep things moving. He would not move and stood over me. It was at this time I felt this is not a legitimate business and I dont want him near me. I said several times I will pay so he would stop invading my personal space. I had to yell, get away from me I dont count money in front of strangers. While counting my money he told crew unloading the truck to stop working. I paid him $1093 with gratuity. The crew was not informed that I paid and continue to unload the truck leaving it for me 411 woman to drag my belongings on the elevator and then off to my unit. He never went outside to tell crew to resume. Instead he sees me on the elevator in 98 degree weather moving things. I went downstairs to see truck unattended my belongings on the curb and no one there. I had to grab a box that was stacked and tumbled on ground. I started loading my belongings from sidewalk into my SUV. Their job was finished at 4hrs and 42 minutes. But I had to move more on my own. I asked for copy of application and receipt. He said they do not have it and left. He threw a coffee table on top of my mattress that I cannot reach. I have a sore back and am still without proof this incident occurred. No contact from office.

  

  Business response

  10/13/2023

  We have reviewed the Consumer complaint filed by ************************* against Green Van Lines for service issues during her move. We have confirmed that **************** hired the Business to perform a local move within ** on 9/22/23. Prior to the move she obtained an estimate which sates "The remaining balance will be collected prior to unloading at the destination". On the day of the move work ordered was performed and Consumer signed the Bill of Lading Delivery Acknowledgement confirming "Shipper hereby acknowledges that shipment was received in apparently good condition except as noted on the Inventory List. Furthermore, shipper acknowledges that all services ordered have been performed, have been fully satisfied, and the truck was inspected and nothing has been left behind". She was charged and paid the amount due. As such, no reimbursement is due Consumer. Please update your records to reflect receipt of this response & close this complaint. Thank you. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Large Home Cross Country move from ***** to *******. Everything started great, but went downhill from there. They will not move or transport any liquids, which they told me beforehand, so I was prepared for that. They left all my liquids including my alcohol on the floor or counters. I came back to pick it up and/or throw away and realized my favorite bottle of Tequila was missing ($75 bottle). As they were leaving I called the guy in charge and told him it was missing, it quickly became apparent their crew has stolen it. They couldn't deny it, and he knew it was there. Upon delivery I paid for a full service pack, unpack, box haul away and I added the full coverage insurance (which is a joke and a nightmare to deal with still 60 days in with no replies). The crew literally threw my things anywhere they could find, damaged my walls by leaving heavy shipping ****** against the walls, broke things and hid them, didn't fully unpack, didn't reassemble furniture including primary items like my bed and daughters crib. Additional items were stolen or lost, and they left before I ever got there I literally did not sign or approve anything. The new owner **** was non responsive for a month and I still have no resolution. STAY AWAY FROM GREEN VAN LINES...

  

  Business response

  08/17/2023

  We have reviewed the Consumer complaint filed by *************************** against Green Van Lines, for alleged stolen items, damaged items, premises damage, and service issues at delivery. We have confirmed that the Consumer hired the Business to perform a Long Distance move from TX-FL, commencing on 6/7/23. Prior to move Consumer obtained/e-signed Move Plan/Estimate based on his specifications of size/scope of services needed. Estimate also included coverage options for shipment in the event of loss/damage with either the free $.60/lb/article or he could purchase additional FVP insurance from a private insurance company, Movinginsurance,prior to the move. ******************** selected & purchased insurance w/$250 deductible & he e-signed the estimate accordingly. He also signed the Bill of Lading agreeing to the total move cost. The moving documents show no notation of any missing/stolen items, premises damage or service issues made by Consumer at any time during the move. We have confirmed that he did file a claim w/Movinginsurance for damaged items & has already been paid by them in full. He also alleged stolenitems during pick-up which the insurance company denied & premises damage at delivery location plus service issues. We advised him that for anything alleged as "stolen", he would need to file a police report and/or claim with his homeowner's insurance carrier. For the premises damage and service complaints, we requested photos fand supporting documentation, which we recently received. We have now received a notice of a credit card chargeback filed by Consumer, thereby rescinding part of the payment for his move . We have advised Consumer that until the move is paid in full we are unable to accept or review any claim/complaint. Once the chargeback is resolved and Green Van Lines is paid in full for the move, then we will be able to move forward with review & determination of his claim.

  At this time moving services have not been paid for by Consumer, and no adjustment is due him. We ask that you update your file as such and close the complaint as AJR. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I hired Green Van Lines for moving services. Company rep physically reviewed all items in my home and I agreed to the quote. On moving day, company workers again verified all moving items without noting any issues. While loading, they stopped midway and told me they see additional boxes. I objected that company looked at all the items many times and never raised any issues before starting the move. They asked me to make additional payments above the agreement else everything will be unloaded back. As my travel was already scheduled, I had no choice and was forced to pay the additional charges. Per agreement, Company will pickup and then deliver in 10 days it was a common route for them. They did not deliver as agreed. After many calls, they agreed to deliver the items after a month delay.Also items were not handled with care during move and truck was packed too tightly. When I raised this issue, they told this will not cause damages. On delivery I noticed damages in the items. I noticed that my lawn mower was loaded on top of my refrigerator. Also found several dents and scratches in the refrigerator. They had disassembled the office desk but they could not assemble it back as they lost some parts during the transit. They agreed to later send a person with required parts to finish assembling the desk. But they never sent anyone and office desk is still unusable.I raised reimbursement claims with them and provided all required details and photos. They acknowledged claim and agreed to resolve in 60 business days. I have repeatedly called them for months asking for updates but no avail. After many attempts, company has failed to resolve the claims and I have not received reimbursement for the damages and issues faced during the move. Im asking for the Green Van Lines to refund me the charges.

  

  Business response

  07/10/2023

  We have reviewed the Consumer complaint filed by *********************************** against Green Van Lines, for overcharge, late delivery & damaged items. We have confirmed that Consumer hired the Business to perform a Long Distance move from TX-FL, commencing on 6/9/22. We have confirmed that the Consumer obtained a phone/email estimate prior to the move, based solely on his representation of the size/scope of services needed. However, at the time of pick-up he had extra items & signed a Revised Estimate in the final sum he paid, therefore no overcharge occurred. Regarding the late delivery, his First Available Delivery Date was 6/17/22 with a 14 Business Day Delivery Range of 6/17-7/7/22. Delivery as on 7/8/22, so they were 1 day past that range & he would be entitled to $30 for that 1 day delay. Finally, with regard to the damaged items, the maximum due is $170.40 based on the $.60/lb/article coverage chosen. Therefore, we have emailed ********************** a release form int he sum of $200.40 to be signed & returned to us so that payment may be issued to him.

  Please update your records to reflect receipt of this response & settlement offered. Thank you. 
  

  Customer response

  07/24/2023

  I received the response from the company but settlement offered is very low and is not sufficient to cover the damages suffered and delay in the delivery.

  1. Damages are calculated at ************************************************************ well over $1000 to buy and weighed around 600lbs since it included both the main desk(450lb) and a side desk(150lb). Entire desk has become unusable. it will now cost me additional to even dispose of them.
  
  2. Damages to the Refrigerator must be included in settlement. There are several big dents and scratches all over the refrigerator. It was a bad choice to load the lawn mower on top of the refrigerator. It will cost me atleast $400 to get it fixed.
  
  3. Late Delivery: Reimbursement was calculated with 1 day late delivery is incorrect. Delayed by 22 days. Pickup date: 6/9/22. Assured delivery date: 6/17/22. Actual delivery date 7/8/22
  
  4. Overcharges: Green van lines did not keep their word on the agreed charges. Your representative visited and personally inventoried all the items. Then on the day of the pick-up, your team again counted & inventoried all the items in every room. They found no issues and started loading the items. When the loading was almost done, they stopped and demanded additional charges. They pressured me to pay an additional $400, else they wanted to unload all the items back. It is not in business ethics to ask for additional charges after inventorying items multiple times without noting issues and then suddenly stopping after loading has started. 

  Customer response

  07/24/2023

  Please reopen this case as the complaint has not been properly addressed by the company

  Customer response

  08/01/2023

  Hi, I had requested to reopen the Complaint ID: ******** as the business has not resolved the issue. Business had contacted me after the complaint that they will resolve the issue but my email to them was not returned. I was waiting on the business to contact me and was not aware the BBB complaint gets closed. I called your office on July 24th and was asked to reopen the complaint online. I tried reopening online and sent a message for it. I'll appreciate if you can reopen it and inform me. I need your help in resolving the issue with the business. Thank you.

  Sent from *********************************** (******************)

  

  Business response

  08/09/2023

  We have reviewed the Consumer's rebuttal & comments. We have now responded to ********************** via direct email with a revised settlement offer of $350.00 (see copy attached). We are now waiting for him to execute & return the release form to our office by 8/23/23, so that payment may be issued to him by Green Van Lines. Please update your records accordingly & **** this complaint as resolved. Thank you. 

  Customer response

  08/17/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/6/23 Moving from rockwall, Tx to Haymarket,VA I had about $4000 worth of damage and loss from the move and the moving company is not responding to my calls and messages regarding missing items (which includes a generator valued at $1000, broken fridge, broken dining room chairs, dresser damage). The movers were very irresponsible and careless and disorganized and took took 14 hrs to unload the stuff while It took 6 hours to pack and load the stuff. They couldn't put all the stuff together and damaged my brand new home at several places. The team lead who showed up on the day of pick up was rude and threatening and I reported this to the company and they did nothing about it. The team lead who dropped everything off was unwilling to come back the next day because he said it was his last day and they stayed until 3 am which is unprofessional. I've called the company multiple times to get assistance and they have yet to respond. I paid them $7000 for the move.

  

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/03/14) */ We have reviewed the Consumer complaint filed by ****** ******* against Green Van Lines. We have confirmed that Ms. ******* hired Green Van Lines to perform a Long Distance move from TX-VA, commencing on 1/7/23. Prior to the move Consumer was issued an estimate which included information on the coverage options for her shipment during the move in the event of loss/damage. Delivery was completed on 2/6/23 and thereafter on 2/7/23 Ms. ******* called our office to advise of a claim for damaged items. She reported at that time that she had damages but NO missing items & did not report any premises damage or any specific service complaints. She further advised that she/her daughter had purchased insurance for their move with a private insurance company, but she had to check with her daughter for the name of the insurer. Given the coverage information the Consumer informed us of, we instructed her to get the name/contact info of the insurance company she purchased a policy through & call them directly to file a claim for any damaged items. Once that was complete, the insurance company would bill back Green Van Lines for their portion of the claim. We emailed her confirming this information. We have not heard back from Ms. ******* since 2/7/23. We would reiterate that she must file all lost/damaged items in the shipment with her private insurance company. If she wishes to file a separate claim for premises damage to her home during pick-up or delivery, &/or service related issues during the move, she should call our office back at (XXX) XXX.6900 (Mon-Fri, 10am-4:30pm EST) with her Bill of Lading & Inventory List in hand & a complete list of those issues & her final determination letter from her insurance company, so that we *** assist her with filing that portion of her claim. We have emailed the Consumer today advising of this same information. At this time no compensation is due Consumer. We respectfully request that this case be closed as AJR. Thank you.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Green Van Lines Job No. W290402 - Green Van Lines delivered our shipment from Dallas, TX to Reston, VA on July 12, 2022 but the entire process was a nightmare! See attached email I sent to the move coordinator with details of the traumatic experience. - Many of the items were damaged (please see attached list of damaged items) - We paid Green Van Lines $21,711.81 via cashier's checks + about $800 in cash to the driver toward purchase of blankets and due to the driver's claim of "long carry" (longer than normal walk to the apartment) - The charges included $1,757.70 toward full-value protection, with a deductible of $250. Please see attached invoice/Bill of Lading for details - We have called the Insurance department of Green Van Lines several times to start the claims process and have not yet been assigned a Claims agent to work with. Each time we called, the clock started again and we were told an agent would call in 5-10 business days. We have never heard back from anyone. I have a recording of our last call to the company but unable to attach to this filing. Can provide separately, if you would like to hear it. - We have no idea how to get compensated for the damages if we can't even get the Claim filed!

  

  Business response

  11/29/2022

  We have reviewed the Consumer complaint filed by ****** ***** against Green Van Lines. We have reached out to the customer to help them intake their claim & they advised that they will contact our office tomorrow.
  
  We are now awaiting customer's call so that we may intake their loss/damage claim. Please update your records accordingly. Thank you.

  Customer response

  12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We interviewed with the Executive Director of the company last week on Wednesday, 11/30 and went thru the full list of damaged items. The call was recorded by the interviewer. After nearly a 1 hour interview, we were told she would send us a claim form within 3 business days and we would have to provide the entire list again along with specifics on when each item was originally purchased. Some of these items were purchased over 10-15 years ago or more, or were gifts from friends and family, so I am not sure how we would produce purchase receipts. We are also expected to obtain an estimate for repairing all the damaged items. It is now past 3 business days and we have not yet received the claim form. So, the next step is to fill out the claim form once we have it in our hands and provide the requested documentation.

  

  Business response

  12/08/2022

  We have reviewed the Consumer's recent rebuttal relative to their ongoing complaint against Green Van Lines. The claim intake was performed on 11/30/22 & the Claim Form has now been emailed to the Consumer. Pursuant to Interstate Transportation Regulations & the Terms of the Bill of Lading governing this move, all claims must be filed in writing by the Consumer with specific information/documentation which is what is requested in the Claim Form. We will await customer's Claim Form submittal & then open a legal transportation claim for review under the coverage & terms of the move. At this time no legal claim has been filed as yet. Please update your records & close this claim. Thank you.

  Customer response

  12/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please do not close the case yet since we just received the claim form from the company. I would like your oversight and engagement until the claim process has completed. Thanks.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Move from Dallas TX to CT in a Box Truck. Pick up on 2022-10-02 and delivery on 2022-10-5. Paid $12,329.15 for four guys to load in TX and 4 guys to unload at destination, assemble, put items in house and place furniture where desired, as per contract. At destination, only 2 guys showed up, including the driver. Driver arrived late in the afternoon on the 5th October. Manager Beau at Texas HQ stated he'd reimburse me for the lack of men at destination, as I have paid for it and it had been agreed upon: reimbursement never received nor amount of reimbursement never stated, despite several calls to *****, dispatching manager. Emails sent to owner, *** *****, with no response. Damages requested for broken and dropped totes and boxes. Contract included placement of furniture and items and reassembly as well as "white glove" service. Driver arrived smelling of marijuana. His behavior was aggressive and unstable. I determined I did not want either men in the house due to their mental and state of minds. Driver continued to smoke marijuana throughout the 5 hours they unloaded. I asked for all items to be placed in garage or on porch to unpack myself with my children. Damages for exposing children to illegal substance for a minor. Both men, as the hours went on, became more unstable, boxes and totes were falling on them. At one point a heavy tote fell on the mover and he injured his head and had to pause for several minutes. At the end of the move, I asked for one item to be assembled outside, and initially driver and mover refused. They acted confused as to how to assemble the item, despite the ease of it. I assisted them. The loader and driver became threatening and belligerent, at one point yelling " I don't get paid enough to do this ****." No inventory was taken or signed off on, let alone kept. My teen had to keep the inventory to ensure all was accounted for. Given the mental/physical state of the men, I became fearful and simply wanted them to leave.

  

  Business response

  03/08/2023

  Business Response /* (1000, 12, 2022/12/06) */ We have reviewed the Consumer complaint filed by ******** ************** against Green Van Lines regarding service issues at delivery & damaged items. We have reached out to the Consumer via phone (left voicemail) & email to help *** file a formal transportation claim, but have not yet received a response. We ask that the Consumer contact our office at (XXX) XXX.6900 (Mon-Fri, 10am-4:30pm EST) so that we may assist *** with filing & resolving *** claim/complaint. Please update this complaint accordingly. Thank you, M. ********, Director CPC

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved from TX to Co August 5th. We paid $14,000 for a direct move with professional movers, 2 vans. They loaded all our items into 1 van. The driver brought it to Co in a timely manner. When he arrived 3 men showed up in their vehicle to help. They were men that had been hired for cash. The company had no knowledge of them or their background They did not have any moving experience, didn't know how to use a dolly or lift items. The driver did his best to get everything into our house. It was chaotic but we worked with them to get it done. When we unpacked our items we found that 3 boxes were missing. I checked with the company and confirmed that they were not left on the truck. I knew they were not at my house in TX. We came to the only conclusion that we could and that was that they had been stolen. The company put me to their claims department who offered a very small amount of compensation. I have not heard from the company since. There has not been an apology or any effort to make this situation right. I paid a lot of money for professional movers and that's what I expected. I am very disappointed by the way this was handled.

  

  Business response

  03/13/2023

  Business Response /* (1000, 20, 2022/12/09) */ We have reviewed the Consumer complaint filed by ***** ***** against Green Van Lines regarding missing items. We have also reviewed her moving documents and our claim records. We have confirmed that the Consumer hired the Business to perform a Long Distance move from TX to CO, commencing on 8/1/22. At the time of pick-up the Consumer selected & signed for the free $.60/lb/article & did not purchase any additional coverage for repair/replacement costs in the event of loss or damage. At the time of delivery the Consumer signed the delivery documents & did not make any written notation of any lost/damaged items. The Inventory List clearly states "WARNING Before signing, check shipment, count items, & describe loss or damage". Thereafter, Consumer contacted the Business & advised she was missing 3 boxes. They confirmed that the shipment was loaded directly from the home in TX onto the trailer & then delivered straight to CO, so it was never unloaded into Green Van Lines' warehouse. They did check the truck, but no boxes were found so they advised Consumer to file a claim. On 9/6/22 Ms. ***** called & filed a claim with our claims department for 3 missing boxes (packed by her with clothing & framed paintings) & a damaged plastic King bed frame. We advised her that the maximum due based on the coverage she selected was $60.00, & we offered significantly more money for a total of $350. Consumer agreed to accept that & said she appreciated the extra effort. We emailed her a release form on 9/9/22 to sign & return, however to date 3 months later we have never received the executed Release back from Ms. ***** to allow settlement to be paid. Based on the above, Consumer has not documented that any boxes/items were missing at delivery. If she alleges that the boxes/items were "stolen" she must file a police report & claim with her homeowner's insurance company. We did reach a settlement agreement with Ms. ***** for $350 which is over 500% more than she is legally entitled to. As she failed to ever submit the executed release form to effect settlement, no compensation is due her. If she wants to accept the prior offer we will hold it open until 12/19/22 for her to submit the executed release, thereafter it will no longer be valid. Please update your records to reflect receipt of this response & close this complaint as **** Thank you.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My family used a broker (Safeway Moving) to book our move from Texas to Minnesota. They quoted us an estimated price of $5013.15 and stated that there was a 10 day window for the company to deliver after us having declared being ready for delivery (Declared for August 23, 2022). Through them, they booked Green Van Lines out of Dallas for the move. My assigned order # is WXXXXXX. They loaded on August 22, 2022 with three people. Two of them got high in the middle of the job as they eventually came back up to our apartment reeking of marijuana. They would be gone for a half hour at a time sitting in the back of the truck. This aside, they updated the estimate to $6155. I was unaware of the 110% rule at the time but our square footage did increase as our initial estimate of our items with the broker was low. Still, this seems higher than what is legal (around $5514). Furthermore, since the pickup date, we still have not received our property and Green Van Lines is fully ghosting us and/or screening our calls. To date, it has been 16 days (well over the 10 stated by the broker). Last Wednesday on August 31 was the last time that I have heard from our coordinator ***** ******* She had left a voicemail message stating that they were trying to load our property on the truck but it didn't fit so they had to unload it. They were waiting on a truck that could take it. I have not heard from ***** since then after having left multiple messages on her direct line, the customer service line, and the claims department line. At this point, we are not sure of what to do and what our options are but from reading into this, it appears that they have taken our property hostage. They have in their possession, all of our belongings aside from some of our clothes. I don't know if it is lost, stolen, or somewhere in the country where they haven't tracked it properly but they will not respond to calls and I am not sure what else to do aside from filing a police report and reporting here.

  

  Business response

  11/17/2022

  Business Response /* (1000, 7, 2022/09/27) */ We are very sorry for the extra stress this move has caused you and your family. This move was completed on September 19th. The first requested delivery date for the household goods to be delivered was 8/24. From that day we give ourselves 21 business days in the contract to complete your move. I understand that it was not what the broker told you but we can not operate based on a completely separate companies timeline and what they say to get your business. 21 business days from 8/24 was 9/21 which puts us within our window for delivery. ***** from our office was in contact with your family during the move process letting you know where your things were and if they had been scheduled for delivery yet. The original quote was from the broker and not from our company. Once again, we can not operate off another companies word. Once we got out to the job there were more items than quoted from the broker. The 110% rule does not apply in this situation. A binding estimate can only be done between our company and the customer. It can not be done through a broker. A binding estimate is only for the exact goods listed on the inventory sheet of the estimate. If additional goods are tendered, the previous estimate is no longer valid and a new estimate is agreed upon for the additional services before delivery. You are accurate in that we did attempt to load your items. We were not able to fit the entire job so we could not send the items out in partial shipments. We made every effort to ship the items out as soon as possible. At no point was your property taken hostage by any means of the word. Your goods remained wrapped and carted in our warehouse until they were shipped from TX to MN. To assume that we had stolen or sent your goods somewhere else is completely false and would benefit the company none. Shipping is a complicated matter and often takes time to be done safely and correctly. I understand this was a difficult process, but as a company we held up to every piece of our contract. The brokerage who told you 10 days from TX to MN and under quoted you from the beginning is what caused all of the confusion.

*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. ↩