ComplaintsforGreen Van Lines Moving Company - Dallas

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date of transaction is July 5th, 2022. We paid Green Van Lines $12,556.96 for a cross country move from Washington State to Frisco, Texas. We never received a Bill of Lading which I have asked for and is the only way to submit a claim. I have reached out to the company numerous times and have been ignored. When the arrival of the furniture came, they mishandled the items. The allowed furniture to roll off the ramp of the truck. They tossed the frames and smaller items into a pile. The china hutch and some boxes were dragged off the ramp of the moving truck., which resulted in scratches. I was too scared to speak up because I had already been yelled at by the driver when he couldn't find the unit where he was delivering the items to when he was at the wrong complex. He was upset that he was delivering to an apartment instead of house but the address was what I provided Green Van Lines. They clearly do not communicate with the drivers because the driver made me pay $2,100 cash upon arrival because it was an apartment instead of a house. I had no choice but to give him the cash in order to get my stuff. He wanted to charge for the stairs when I said there were stairs during the quote, and tried to make me Zelle him. I pushed back, and we let him unload it downstairs and we carried the rest upstairs ourselves. I told the office when I started service that there were stairs. I asked multiple times for the itemization of the fees and received nothing. There were three workers, and when I saw how they were mishandling the furniture, one of the workers secretly apologized to me. The main person handling the move told me to reach out to **** at Green Van Lines because he is the owner, which I did and was told to submit a claim. I asked for the Bill of Lading which is required and they have ignored me since I started asking for it. My goal is to replace the damaged furniture that was ruined due to their move.

  

  Business response

  03/13/2023

  Business Response /* (1000, 22, 2022/12/09) */ We have reviewed the Consumer complaint filed by ***** ***** against Green Van Lines regarding damaged items. We have now spoken with Ms. ***** & although she did not have her moving documents, we have performed a claim intake & emailed her a request for photos. Once we receive the photos we will make a determination based on the $.60/lb/article. Therefore at this time the claim intake has been performed & we await documentation from the Consumer so that we may finalize settlement with her. Please update your records accordingly.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  date 06-17-22 The compsny quoted a set price of $6800 to move from frisco to Chickasha Ok and the bid was only $300 below 3 others. The only thing that varied is all other companies said it would take 3 trucks and Grann Van said only 2 we are positive. even on day of move once the movers arrived I asked the same thing and once again told the same thing. after all furniture was about loaded they said they needed to bring another truck but it would only cost an additional $129 so I approved it. it was only after they arrived did the foreman tell me he made a mistake and meant $129 per hr which the new invoice was now increased to $8,800 a $2800 increase. either pay or not get your furniture is what I was told by the owner and the movers also ruined over $10,000 in furniture and appliances which I was told insurance would cover. Insurance was only offered at .60 per pound a far lesser amount than the equipment and furniture were worth. Green Van purposely gave a low price to secure the job and I don't see how anyone that has been providing pricing as long as they have could say it was an honest mistake and blame the salesperson. I am considering other means to get the satisfaction of what happened but need to let the consumer know what they are dealing with.

  

  Business response

  12/21/2022

  Business Response /* (1000, 7, 2022/09/13) */ This job was picked up in TX moving to OK as a local delivery. I personally walked through this job with the on site estimator at the time of the initial quote. The inventory was completed very thoroughly during a walkthrough of the house with the wife and husband. Every item that the couple said we would take was added to the inventory. There were many items they said we would not be taking for various reasons. The job was only supposed to be 2850 CF based on the initial inventory which could fit into two trucks. The job ended up being 3800 CF which then required a third truck to complete the move. The customer was told about the fee for the third truck as well as signed all of the paperwork approving the third truck and charges. The increase in CF also caused an increase in time taken to complete this move due which is how the billing works on local moves. Once the movers finished in TX they drove to OK and began the unloading process. This customer then refused to pay by anything other than credit card stating he had to pay that way for company reimbursement. It is a company policy to not accept credit cards on delivery but the company made the decision to attempt to please the customer by credit card payment. His card was declined several times. after a couple hours of apparently trying to get his credit card limit increased he stated he needed to only charge the original estimate balance first of $6051 so that way he could get it reimbursed through his company. Once again, to appease the customer we only charged $6051 of his $8800 balance leaving $2749 remaining which he said he would pay immediately after with a separate card. At this point the crew has been unloading for about 3 hours. Within the next three hours, I called the customer multiple times trying to receive the remaining balance which was promised and owed. I eventually had to call the foreman on site. He proceeded to ask the wife where the husband was and she said he would be back in a few minutes. Another hour passed and I began to realize the company had made a mistake with trusting this individual. When the foreman finally found the husband, he began cussing and screaming saying he would not pay anything else and that he would not talk to anything and we had to call his attorney. After yelling, he got on the phone and proceeded to gloat about how he scammed us into breaking the charges down into smaller charges and that it was just a lie to pay less and he had no intention to pay the remaining balance. He refused to then sign any credit card authorization form for the paid amount and wrote dispute across the paperwork. I personally went back and forth with this customer for over an hour. During this time period, my crew had to stop working and leave the house. We eventually settled on him paying $2000 zelle which was an $800 discount off of the remaining balance owed and never paid. The customer then refused to let the guys into the home to do their jobs and move the furniture left outside into the house. They told the crew that they had to leave numerous items on the porch and even in the yard. I would call my crew and hear this customer yelling and cursing at crew members in the background. I called him and he agreed to let us finish the job we were contracted to do. I instructed the crew to not concern themselves with the customers antics, remain professional, and finish the job. As for the insurance issue, .60 cents per pound is the law with any and every moving company who is licensed and insured. We offer full value protection insurance through our company which the customer declined. The customer signed all appropriate paperwork justifying that they understood this prior to any moving. We also have a highly skilled claims department for any incidences that could possibly occur during moves. This customer got a great service and eventually got a $800 discount. We were professional through the whole matter. Consumer Response /* (3000, 9, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is only a partial truth and as for the 3rd truck the job foreman (Joe) called me that evening and told me that the 3rd truck would cost a additional $129 so I agreed. It was only after they arrived that he said he made a mistake and it was $129 per hr. They then damaged and in a few cases destroyed more than $10,000 in appliances and furniture which is currently being reviewed. I had to file a claim and only then found out that the reimbursement is only around .57 per pound which is a fraction of the value of equipment and furniture. I have the text and voicemail of the foreman and his text telling me it was only $129 additional cost nothing about per hr. I was also from the beginning told that credit/debit cards could be used and at the time Green Van was attempting to also collect a fee for me paying by debit card and I sent a email showing them the legal terms in Texas that its against the law to charge the fee so they said they would waive it. I also have that answered via email and voicemail left bt accounting. Business Response /* (4000, 19, 2022/11/29) */ The foreman does not make any pricing decisions. This could have been taken up with the office or the customers sales rep and clearly explained. It would have been originally quoted if the mount of household goods we were shipping was accurately depicted by the customer and their wife at the walkthrough. The customer was offered full coverage insurance just like every single customer that moves with us. The customer opted for the .60 cents per pound option and signed on the line acknowledging they understood. We did allow the customer to pay with credit card until the customer verbally admitted that he was scamming us and intended on not paying the remaining balance. The credit card fee is in the signed contract on multiple pages and even bolded. Regardless of using a debit card, which the customer did not do, or credit card the processor still charges the company a fee. We offer many payment methods which do not require any fees at all. Consumer Response /* (4200, 21, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This moving company is 100% making fraudulent statements about me and is actually believing if they tell a lie long enough then it will become true. I never said I was scamming them and the debit card fees were not charged because I provided the paperwork that clearly states they can't charge a fee if I pay by card instead of cash. This is playing a case of fraud and smoke and mirrors. If they continue to blatantly lie about me and my wife then I will pursue legal action and don't think I won't. This is about good they misled and lied to gain the business over the other bids I received. To say the Foreman doesn't set price is another manipulation of the facts. You can see from the attached on the charges for fee how is just another lie Business Response /* (4000, 23, 2022/12/09) */ We have reviewed the third rebuttal filed by Consumer relative to his ongoing complaint against Green Van Lines,and provide our FINAL response here. After full review of this matter, it is evident that the Consumer wholly misunderstood that it would be a flat cost of $129 total for the 3rd truck for all of the hours needed with that additional vehicle. As he paid $265/hour for 2 trucks & 5 workers on an hourly basis, it is evident that the rate for the 3rd truck he needed would also be by the hour at $129/hour. It must be noted that this 3rd truck was only needed due to the fact that the Consumer misrepresented the amount of goods he wanted moved, telling the estimator that various items would not be moved. The estimate he booked his move under was for 2850 cubic feet, yet he had the movers load 3800 cf, an increase of over 30% which is the sole reason he needed a 3rd truck & he was charged accordingly pursuant to the Business' tariff rates. No overcharge occurred. Regarding damaged items, Consumer was advised of coverage options both in his pre-move estimate and again at time of pick-up on the Bill of Lading. He selected & signed for the minimal free $.60/lb/article coverage for any loss/damage to his shipment which is by weight only. A review of the delivery documents confirms that Consumer did not make any written notation of any lost/damaged items or issues. Mr. ******* later requested & was emailed a claim form to file a claim for damages to items & premises damage at his delivery location. He may contact our claims office for any assistance with his claim at (XXX) XXX.6900 (Mon-Fri, 10am-4:30pm EST). At this time we must advise that we have provided several clear & accurate responses to this matter and have addressed all issues. We respectfully request that this case be closed as AJR. Thank you.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Green Van Lines picked up my household goods at the end of *** 2022. They placed them into storage with the requested delivery date of June 26. I have not had any correspondence from them whatsoever since ***. As of today, August 3, my items still are not delivered. With repeated phone calls, they refuse to give me a date when my stuff will be delivered. They are holding my items hostage in Texas and refuse to deliver. I have young children in an empty house with no hope for when our things will arrive.

  

  Business response

  10/26/2022

  Business Response /* (1000, 10, 2022/08/31) */ Consumer ******* ****** hired Business to perform Long Distance move from TX-FL, commencing on 5/27/22. Our records confirm that she was delivered on 8/13/22 in FL, therefore delivery was completed within the agreed delivery range. Please close this complaint as satisfactorily resolved. Thank you, M. Lombardi, Exec. Director CPC

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There were damages to my belongings during the move. Green Van Lines sent me to their claims department who requires a signed delivery receipt from Green Van Lines with an itemization of the belongings delivered and any defects. Upon delivery, I listed these out and both the delivery driver and I signed. This document is required by the FMCSA to be on file with the motor carrier, yet Green Van Lines will not provide it in an effort to stop me from being able to file a claim. Outside of just my incident, I see 10 claims through the BBB for this company in the last 12 months, whereas there have only been 18 total in the last 3 years. It is clear that this company has changed something internally and developed a bad business practice. I encourage you to further insert yourselves beyond my situation alone.

  

  Business response

  10/17/2022

  Business Response /* (1000, 10, 2022/08/26) */ We have reviewed the Consumer complaint filed by ******* ******* against Green Van Lines relative to his move. We have confirmed that he hired the Business to perform a Long Distance move from TX-MD, commencing on 5/28/22. Delivery was completed on 6/24/22 & thereafter on 6/28/22 Consumer called us to advise that he wished to file a claim, but at that time did not have his moving documents. He indicated that he would get his paperwork in hand & call us back. We emailed him confirming this on that date & including the claim filing procedures. It appears that Mr. ******* was seeking the delivery documents which were on the road with the delivery driver. It took almost 3.5 weeks for us to retrieve them from the driver once he was finished his delivery run, & we then immediately emailed them to Consumer on 7/21/22. Our claims department has tried reaching out to Mr. ******* several times since then to intake his claim, but there is no answer & his voicemail is not set up so they are unable to leave messages. The Claims Dept. has now emailed him requesting a call back asap so that they *** assist him with filing his claim under the $.60/lb/article coverage chosen by him for his move. We ask that Consumer call the Claims Dept. at (XXX) XXX.6900 (Mon-Fri, 10am-4:30pm EST) so that they *** intake & settle his claim under the coverage he chose. At this time no claim has been filed & no compensation is due him. Please update your records accordingly. Thank you.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/14/2022 Moving company used 5 men to take apart and load furniture into the truck. It took 6 hours with 5 men. Upon delivery there was only 1 man, with no tools, to unload the truck, place items in the home, and put the furniture back together. There was no way 1 man could unload all of our stuff and do everything that needed to be done. I had to help him, and am physically injured. I ended up putting 80% of everything back together and helped him move for 7 hours. When we called the General Manager he told us that's the way it is and there was nothing they could do. Of course, they already had my money in hand and all of my stuff on their truck so I did not have any recourse. The moving company most certainly did not hold up the second half of the deal, which was to unload everything and put everything taken apart back together. Sending 1 man with no tools and forcing me to help and supply my own tools is ridiculous and I would like a refund of the total I paid them upon delivery. $8426 to be exact, as this was half of the cost.

  

  Business response

  03/08/2023

  Business Response /* (1000, 25, 2022/12/09) */ We have reviewed the Consumer complaint filed by ****** ******* against Green Van Lines, regarding service issues at delivery. We have confirmed that Consumer hired the Business to perform a Long Distance move from TX-MN, commencing on 7/8/22. A review of the pre-move estimate & moving documents confirms that Consumer was quoted & charged by volume, not by hours or number of men. As such, the Carrier did perform the work ordered, and disassembled/wrapped/loaded at pick-up, transported to Minnesota, and unloaded there. The driver did not confirm Consumer's statement that he helped him to perform unloading or reassembly. At this time strictly for customer service Green Van Lines will provide a good will allowance of $400.00 for the service complaint relative to delivery. To accept this offer, we ask the Consumer to email our office at claims@theclaimsprocessingcenter.com by 12/19/22 confirming they wish to accept this settlement amount & we will then send them settlement documents to sign/return so that payment may be issued. Kindly update your records to reflect receipt of this response & the settlement offer made by Green Van Lines. Thank you.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Green Van Lines for our move from Texas to Nevada. Their quote to move some of our things and store others was about $13,000. Shortly before the move, they sent us to MCS Crating stating they don't package pianos and pool table even though they had quoted us for moving them including packaging. MCS Crating tried to quote us at over $3,000 and I negotiated down to $1,922 even though when they showed up on June 10th, they tried to charge more. We no longer trusted Green Van Lines so had our move consolidated to everything going back to Nevada and them storing none of our things. They then increased their moving total to $19,000. They also tried to charge us $1,900 for packing materials even though I had packed the entire house except part of the kitchen. They claimed it was because the craters they sent us to didn't crate our things properly. I got packing materials, still excessive, negotiated down to $1,200. When they moved our things, I had paid for a guaranteed date of 7/17 but they didn't show up until 7/21. In their contract, they have a "not to exceed price quote" guarantee that they won't charge more than what they quoted us for. Only hours before arrival, they claimed they miscalculated and we owed another $2,000. We refused to pay that and have since not heard from them about missing items to include pool table legs and cues making our pool table worthless, a broken table, broken lounge chair, broken pinball machine, missing parts to our dining table and a broken hope chest that's over 100 years old. They and their claims company, CSI, don't return calls or emails and only the MCS Crating company has returned my emails saying all problems are Green Van Lines fault. Please help us recoup some of our losses.

  

  Business response

  11/22/2022

  Business Response /* (1000, 15, 2022/09/29) */ This customer was picked up on the scheduled move date of 06/12/2022. The crew professionally packed what items had not been pack and professionally wrapped items which had not been wrapped. Upon arrival the customer had almost all boxes already packed in personal moving boxes. The office, kitchen, piano, and pool table were the areas and items left to be packed by our company. The customer was NOT there on move day due to a family emergency. This is the text we received from the customer on 6/10 We had somewhat of an emergency come up and I've got to fly out today my in-laws can be there this weekend to let the movers in and go over anything with them what I need to verify is how we pay according to the contract you sent me you just hold $50 on the credit card and then we pay by check your card when all the stuff arrives correct please call me ASAP to verify. " Following this text message, our sales representative immediately called the customer informing her this was not how payment worked as well as it was not how the contract dictates payment options by any means. We never hold a deposit on a customer's credit card. That has been a longstanding company policy. This was a red flag as she was already trying to avoid payment for the move until everything had been delivered even though she was told it would be 50% on pickup and 50% at delivery. Once the pickup was completed, the customers representative at the job site signed all the contracts stating that everything was in good shape and no damages had occurred. Prior to delivery, the customer was contacted about the delivery schedule and the method for payment on delivery. The customer paid for a direct delivery option which is a guaranteed service within 5 business days of the first available date which was the 17th/18th per the signed request in the contract. The delivery took place on the 21st which was on the 3rd business day from the requested dates. This is bolded in our contracts and explained by our sales representatives. It is listed in our contract that "Prior to pickup, 50% of the total balance must be paid in the form of cash, money order, certified check or credit card. The remaining balance must be paid in full upon delivery in the form of CASH or POST OFFICE MONEY ORDER only." The customer then refused to pay for the move stating they only can pay credit card and because we accepted it on pickup then we legally had to accept it with delivery. I made the decision to accept credit card on delivery to try to ease the customers mind and make this a better experience for them. The customer then paid the balance she was told which was $8045.78. Once back in the office the next day, I compared what we had in our system to the bill of lading and found out that her actual balance left was $10,195.78 but due to a clerical error when inputting the information, I misinformed the customer of a lesser balance. Delivery took place on 6/21, which was the same day I discovered the clerical error. I requested the customer pay this balance and explained exactly why there was an additional balance and how she was only paying for services she had received. She refused to pay the remaining balance at first then told me the person who was paying for the move was "napping" and he would not be awake until sometime after 2 PM. I requested she wake him up and speak to him about this matter due to the urgency and she refused. Typically, we would never unload without receiving full payment but in this case I understood that we made a clerical error so once again I went against company rules to make this move go smoother for the customer. The customer assured me that once this man woke up that she would talk to him and pay the remaining balance. I gave the crew the green light to go ahead and start unloading because I didn't want them or the customer to have to wait all day on this sleeping person to awake. At 6:32 PM I requested that she give me a call to discuss payment and she texted back at 6:36 PM stating "***** isn't going to pay that additional charge and here's his number to discuss". I knew at this point regardless of what was discussed that would not pay the remaining balance because they already had their goods unloaded. I did not pursue the matter further. I decided that giving this customer a $2150 discount was all we could do at the time due to our own clerical error and the customers refusal to pay. The customer then refused to sign any inventory lists our driver provided. The customer proceeded to file a credit card dispute for the whole move even though the services were rendered on time and per contract. As for the crating company, we have no affiliation to them or their services. We have recommended them in the past and they did a great job. Their services are just a business recommendation. The customer had every other option to go with any other crating company for their move.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is not communicating with me about my delivery. My things were picked up in Texas and supposed to be arriving in Washington between 01/03/22- 01/17/22. I've called several times and the dispatcher named, Diana stated that my things would arrive between 01/24/22- 01/27/22. I called back, and each time I spoke with spoke with someone different. Each one of them told me that they'll return my calls, but failed to. One guy named, Aaron stated that the driver had Covid, and he'll call back to inform me on the delivery. I finally, spoke with Kevin, and he also kept saying that he'll return my call. After he was tired of me calling, he told me to call back later. I asked him wasn't they about to close, and he said that someone would be there until 6p or 7p. I called back and the guy that answered said that it was after hours and he couldn't tell me when was my things being delivered. I need to know what is going on and why they're not communicating with me. I need to know when will my things be arriving, is it damaged, or stolen? I paid them $3,500 up front, including a $400 tip to the workers, and I'll be paying them $5,210 after delivery. I feel that if I'm paying this kind of money, they should be communicating with me and not delivering my belongings. I'll appreciate if someone reach out to me with a time and date of my delivery. Thanks, *********** ******

  

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/01/30) */ We have reviewed the Consumer complaint filed by ************ ****** against Green Van Lines regarding pending delivery. Consumer did hire the Business to perform a Long Distance move from TX-WA, commencing on 12/11/21. As customer was advised, due to COVID we were extremely short staffed, but the General Manager did speak with her on 1/27/22 & advised her that her delivery would occur this weekend (1/29-1/30/22). Driver would have called Consumer the day before arrival. Based on the above, delivery is occurring this weekend. Further, as Consumer is not seeking any monetary compensation, we respectfully request that this case be closed as Information Only. Thank you.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 31st, 2021, I received my shipment of household goods moved from Dallas, TX to Orlando, Fl. The shipment was received within the stated delivery timeframe but many of the large pieces of furniture and TV's had been damaged. I filed my claim of $600 with the claims processor on July 17th, 2021 and have been getting the run around ever since. First the claim was sent to archive without being processed, then the claim was supposed to be returned from archive by January 2022. As of January 24, 2022 I called back again and there is no status of where the claim is in processing. Buyer beware to Green Van Lines and their claims processing.

  

  Business response

  03/09/2022

  Business Response /* (1000, 7, 2022/02/10) */ We have reviewed the Consumer complaint filed by ********* ***** against Green Van Lines, regarding damaged items. We have confirmed that Consumer hired the Business to perform a Long Distance move from TX-FL, commencing on 1/27/21. Delivery was completed on 1/31/21 & at that time Consumer made written notation of damage to a DR chair and end table. Thereafter, on 3/22/21 Consumer requested a claim form to file a claim for many damaged items, including the 2 items noted on the delivery documents. The claim form was emailed to her that day. It was not returned to us until mid-July 2021, at which time review commenced. Determination letter with a release form for the maximum sum due based on the $.60/lb/article coverage chosen was mailed to Ms. ***** on 11/2/21. We apologize for the delay in sending her a duplicate copy as at the current time our office is fully remote & her file was in our office building which took some time to retrieve. We have now emailed Consumer a duplicate copy of the settlement documents, and asked her to return the executed release form to us by 2/24/22, so that payment may be issued by the Business. We respectfully request that this case be closed as Resolved. Thank you.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning, I was wondering if you could please help me. You may remember back in March 2021 your company's moved my stuff from TX to NC. The claim process was extremely difficult. Despite countless hours getting pictures, sharing our experience, following up to be sure everything was received and patiently waiting for the claim to be processed, I was treated with a very disrespectful attitude by your third party handling the claim. I was unable to explain as whenever I attempted to speak, the lady said I was speaking over her Everytime. She insisted that I hadn't sent in photos on time, but when I talked to your company confirming everything was received at least 4 times between July and November I was assured that you had everything that was needed I just had to be patient. The third party told me that because she did not have any pictures of my bed, the second tote, and the sofa, they could not be included to the claim. Furthermore, they told me that I could not make a claim about damage to the premise unless it was listed in hand writing before the movers left. However, "in courtesy" they would give me $150 for the ceiling fan which was broken. My experience with your movers and third party company has not met reasonable standards. Your company did not hold to your promises of keeping my stuff in good hands. Your sales person looked me in the eye and informed me that although by law he had to offer me more insurance, he didn't recommend me to do so because it would be in good hands. Due to my trust in his word, I cancelled the previous person I had already paid the first installment to and went with Green Van Lines instead, despite that they costed more. Fast forward to the movers who didn't even know each other that showed up in NC to move our stuff. The person on the job said he was from FL and got word that someone was coming to help, he didn't know who. That "company" was a group of 3 or 4 African Americans who pulled up in an unmarked car, did no

  

  Business response

  03/09/2022

  Business Response /* (1000, 12, 2022/02/10) */ We have reviewed the Consumer complaint filed by *** ****** against Green Van Lines. We have confirmed that Consumer hired the Business to perform a Long Distance move from TX-NC, commencing on 3/1/21. At the time of delivery on 3/16/21 Consumer made notation of one damaged item - plastic tote with picture frames. Thereafter, she filed a claim for damages to a CA King bed frame, side table, washer, dryer, plastic tote, picture frames (6), sectional sofa, & premises damages at delivery to MBR ceiling fan, and stairway walls, and service issues regarding non-reassembly of items. We requested photos of all items, which we received on 11/29/21, however they were not labeled per the claim instructions so we did spend a long time with Consumer where we labeled all of the photos. No photos of the CA King bed frame or sectional sofa were submitted to document the damages claimed to these items. Consumer was advised that the maximum amount due her based on the $.60/lb/article coverage was $207. Additionally, we offered her $150 for the ceiling fan/wall damage & $100 for the service issues even though these items/issues had not been substantiated. A total settlement amount of $477 was offered, which Ms. ****** agreed to accept. We emailed her a release form which she signed & returned to us on 12/27/21 & check was mailed to her. As such, this complaint has been fully settled with Consumer & we request that this case be closed as Resolved. Thank you, M. ********* Director, CPC

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do not use this company for long distance moving or packing services!!!. They over promise and woefully underdeliver! They get an F on giving inaccurate quotes, scheduling service, poor packing, late and unacceptable delivery methods and ineffective claims process. Where do I start!! We scheduled a move from Texas to Ohio. It took several weeks of phone calls and emails after the quote to get scheduled, verify payment and services! The back office folks (****) were very rude and inefficient. *** did not set the right expectations on packing days and delivery. ****** (packing manager) tried his best to makeup for all the problems but the labor used was young and unsure how to wrap and pack certain items. Lets not forget final quote was $6k more than original quote on the same items!!! Delivery was 3 days late and missing items!!. The delivery driver decided to strap our mattresses to the back of the 18 wheeler truck driving through rain several states over and left some items for a second delivery with no reasonable date to receive our items. Several items arrived wet, broken, bent, shattered, scratched, etc. To top it off, the unloading crew quit 1hr 30mins into the job after arguing with one another about payment and damaging my interior walls!! Unprofessional, childish and unacceptable!!! So the driver and 1 laborer were left with unpacking furniture from a 4 br home!! It took almost 12 hours to have our items unloaded and assembled. 3 weeks later we received some of our missing items. 5 months later we are STILL trying to get compensated through the claims department for damaged and missing items. The representatives in claims are not personable, helpful or clear. I have called several times to get info for formal claim. I was offerred pennies to compensate for my damaged/missing items!!!!There is no sense of urgency, common sense or effective workers. DO NOT USE Green Van Lines ever even if they quote a FREE move. This was the WORST moving experience!!

  

  Business response

  05/23/2022

  Business Response /* (1000, 15, 2022/02/10) */ We have reviewed the Consumer complaint filed by ******** ********** against Green Van Lines, regarding service issues, overcharge, late delivery, missing/damaged items. We have confirmed that the Consumer hired the Business to perform a Long Distance move from TX-OH, commencing on 6/22//21. At the time of delivery Consumer made written notation of a few damaged items, but 3+ months later she called to file a claim for many more missing/damaged items previously not noted. On 10/7/21 we made a quick claim settlement offer of $246 to Consumer based on the $.60/lb/article coverage chosen by her for her move. Consumer declined the offer, & said she wished to go through the full claims process, so we emailed her a claim form. We did not hear back from customer or receive the completed claim form. We then received the BBB complaint of 12/1/21. We then emailed her a final release form for $300 for good will requesting she return it to us by 12/25/21, but to date we have not received the executed release. Therefore at this time no compensation is due Consumer, & we respectfully request that this case be closed as AJR. Sincerely, M. Lombardi, Director CPC Consumer Response /* (3000, 17, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Green Van lines is typical. I left multiple messages for Pat C***** and Service Manager (Guy) on 7/5/21, 7/8/21, 7/14/21, 7/15/21 regarding my missing and damaged items. I also spoke with the claims department on 7/6/2021 (3 days after the 1st delivery) and via email (receipt can be provided) regarding my missing and damaged items. I was instructed by the claims department to wait for the second delivery of my items prior to submitting a claim. On 7/15/21, I received pictures of the items they could find in the warehouse but no one could ever tell me a firm delivery date for missing items. On 7/27/21 after repeated calls to the Site Manager, some of my missing items were delivered. The delivery driver had no bill of lading or paperwork to acknowledge receipt of what was delivered and what was still missing. I was instructed to call the office for details of status of missing items. It took over a month for the Site Manager (Guy) to call me back and tell me they had no other items and I should file a claim. Over 30 days, I left several messages for claims department (MArgaret Lombardi). I finally spoke with someone on 9/20 and 9/28/21 to file a claim. I was offerred $246 for almost $2700 in missing and damaged items. I refused the offer. Submitted a review on BBB. I then spoke with Green Van Lines on 10/7/21 requesting a copy of my receipt to be submitted with my BBB compliant. I subsequently submitted a complaint. I also contacted the claims department again and finally spoke with Margaret Lombardi (Executive Director) who informed the missing items are not covered, pressed wood items are not covered no matter what photos or damages were identified at each delivery. She offered a $300 settlement and forwarded release form. I will not accept the settlement offer. Green Van Lines used deceptive sales practices and did not honor the commitment of ensuring ALL of my goods were delivered in the same manner they received them. The public needs to be aware that this company does not follow through on their commitments. Business Response /* (4000, 19, 2022/02/16) */ We have reviewed the recent rebuttal posted by ******** ********** relative to her ongoing complaint against Green Van Lines. We are sorry that Ms. ********** remains dissatisfied, however we cannot create insurance for repair/replacement that she did not purchase for her move. The Federally mandated free coverage for all licensed moving companies for any customer moving from one state to another is limited to $.60/lb/article for loss or damage to the shipment, and does not provide for any repair/replacement. Information on additional coverage options was included in the estimate that Consumer received prior to booking, however it was up to her to purchase additional insurance from a private insurance company if she wanted to be reimbursed for repair/replacement costs in the event of lost/damaged items. Therefore, the maximum due the Consumer is $246 based on the coverage she chose, and we have already offered her a final amount of $300 total for customer service, which she declined. At this time strictly for customer service, the Business will make a FULL & FINAL SETTLEMENT OFFER OF $400. If Ms. ********** wants to accept this, she must email us at Claims@theclaimsprocessingcenter.com no later than 2/26/22 confirming that she wishes to accept that amount & we will then email her the release form. In the event that Consumer does not accept the $400 which significantly exceeds the amount due her, the offer will be void & our file closed. We respectfully request that case be closed as AJR as the business has gone above & beyond their requirements to resolve with Consumer. Thank you. Consumer Response /* (2000, 21, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will email the claims department and accept the $400 offer to cover $2700 in missing and damaged property because I want this to simply be over. I will continue to warn all users to NOT use this company for long distance moves on social media, reviews etc. Very unprofessional and inefficient services. Consumer Response /* (3000, 25, 2022/03/03) */ BBB Note: Customer agreed to resolution on 2/24/22 saying: I will email the claims department and accept the $400 offer to cover $2700 in missing and damaged property because I want this to simply be over. . . From: ******** ********** Sent: Thursday, March 3, 2022 9:10 AM To: Better Business Bureau <**********@bbb-email.org> Subject: Re: BBB Complaint Case# 91626481 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) Hi there. I responded to Green Van Lines on 2/24/22 and have received no response to date on the final settlement offer. Are you able to assist so I can get this resolved? Thank you ******** ********** XXX-XXX-XXXX

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