Complaints

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used this company to move from ** to *******. When the moving truck arrived they called me and lied they couldnt get in with a big truck They said they had to rent a smaller truck and it would cost me $850.00 cash only. When they unloaded my furniture and boxes I was missing a large amount of merchandise and some furniture was broken. A pocket book was also stolen which cost $1700.00 and was a special birthday gift from my sons. I need reimbursement for all my damage and losses When I asked for a receipt they said they would email one which they never did

  

  Business response

  01/13/2025

  Ms. ******** sent an email to Charter Van Lines on Dec 30, 2024 stating that she was upset and had many broken items.  She did not mention any missing items.  We responded to her requesting pictures of the damaged items and let her know that she would be entitled for compensation through the claims process, but she never  responded back to us.  
  Ms ******** also went through a ***************** call where she was asked about truck access, and told us that there would be no issue.  Upon arrival, the truck did not have access and the movers needed to load onto a smaller truck. 
  Ms. ******** was also provided a receipt at pickup and delivery for her payments.  Her total move with Charter Van Lines was $1997, so it is unclear why she is providing a dispute amount of $5,550.
  If Ms. ******** has further questions she can call the office, or respond to the email that was already sent to her.
  
  

  Customer response

  01/29/2025

   
  Complaint: 22800746
  
  the move cost $4600.00 Then when they switched to a smaller truck it cost me ****** plus a $100.00 tip. I dont have pictures of all the missing merit i can tell you there was a $1700.00 pocket book in all the missing boxes. My sister paid the $4600.00 on her credit card. The van line is sending false information
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had originally paid a refundable deposit for a cross-country move on 11/13/2024 to occur in early March 2025. In the first week of December 2024, I had to cancel my move and reached out to Charter Van Lines to get my deposit back. On 12/12/2024 I reached someone by phone and they confirmed my deposit would be refunded to my account between 3-10 business days but to contact them after 7 business days if I have not received the refund yet. On 12/27/2024 I emailed their ************************************** as directed to inquire about the status. I did not hear back so I sent a follow-up email on 12/30/2024 explaining if I didn't receive an update I would need to take action with my credit card company. I still have not heard back and sent a third follow-up email today (1/1/2025).This company has essentially stolen almost $1000 from me ($998.07 to be exact) and I need this money to pay my bills and essentials. This lack of response and accountability is inexcusable.

  

  Business response

  01/02/2025

  Ms. ****** cancelled her move on 12/12/24 and her refund was processed. Processing can take up to 7 business days to reflect, excluding holidays.  
  Ms. ****** has not contacted our offices since 12/12/24, but if she did she would have been provided the same information.  We would recommend that the customer call the office during working hours of 9-5 EST to speak to someone directly.
  
  

  Customer response

  01/02/2025

  *** contacted my credit card company and they informed me it may take up to 10 business days to see the refund applied to my account. I acknowledge I have received a processed refund confirmation from Charter Van Lines, however, due to the fact I find this company less than trustworthy, I cannot accept their response until I see the refund posted on my end. 

  Customer response

  01/03/2025

   
  Complaint: 22754430
  
  Ive contacted my credit card company and they informed me it may take up to 10 business days to see the refund applied to my account. I acknowledge I have received a processed refund confirmation from Charter Van Lines, however, due to the fact I find this company less than trustworthy, I cannot accept their response until I see the refund posted on my end.
  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spoke with Charter Van Lines on 11/12 about a move. They quoted me a price and asked me for $1250.00 up front. I agreed and the transaction was completed (unfortunately, they actually took out $1293.00 not what I agreed to). I decided that I needed to cancel as circumstances changed. I called them back the same day and was spoken to by more than one very pushy person who tried to badger me even so far as offering to drastically slash the cost. I found that rather shady. They then agreed to cancel and stated I would receive an email. After not receiving one that day, I called back. After more pushy people, they finally agreed to cancel a day after they'd I'd already asked to cancel and they agreed. I was told 5-7 business days for the refund. Called today as the money has not yet been refunded. The person I spoke to stated it had already been processed. I told him that was a lie as the money is not in my account. He then stated that they were going to process it now which leads me to believe it was not done prior. Now he says it will be 1 to 2 days which makes no sense if they are just now processing it. I do not trust anything I am being told at this point. I would appreciate your assistance in this matter.

  Customer response

  11/23/2024

  We can close this complaint.

   

  Thank You

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired ******************************* to move our single family house from *********, ** to *****, ** this summer. Before the move, they were extremely nice and professional. Asked us to fill out detailed inventory and rationalized extreme accuracy (lots of work required) to avoid unnecessary charges. We did it all of it and our nightmare started the day of the move. Another company showed up and declared themselves as Legend Auto Movers. When I called them 1 day before, they told me they are unaware of the move and the day of the move they hired another company A&L to do the actual move. 5 gentlemen showed up from A&L and were extremely friendly until they finished loading them. Then they demanded to pay them double because the volume of the load turned out to be different from what they were told by Legends Movers. When I called Charter Van Lines they didn't pickup the phone so I called Legends and they demanding immediate payment or they will dump everything on the street and will charge me $2000 for their time spent on me that day. I agreed to whatever they said but took measurement of the truck because I was pretty sure the volume was actually the same. I then contacted Charter Van Lines and after 1 month back and forth they emailed me saying I should agree to 50% more premium and I have no choice, which I did. Finally when they delivered the items, they dropped everything outside of my house, after inspecting they lost or damaged 30% of my items including hardware of all remaining furniture. When I filed the claim, they hired ************* (****************) which on purpose make the process extremely painful and then outright reject you. This is definitely illegal and should be stopped. If you read through their online reviews, they have 5 star fake reviews then there are 1 star review with identical stories to mine. This is done systematically to hurt customers.

  

  Business response

  10/01/2024

  Charter Van Lines is a moving broker, which is stated in the contact.  
  Mr. Amirzhanovs price increased because he had additional items he wanted to add at pickup.  He was charged accordingly.
  The customer has basic value protection included in his order, which is .60 per pound, per article, up to $10,000.  He was provided with this information and given instructions on how to file a claim.
  
  

  Customer response

  10/07/2024

   
  Complaint: 22322310
  
  I am rejecting this response because Charter Van Lines hid the fact that they will resell my move to 3 companies down the line to limit their exposure. They claim that the price has increased due to additional items, which is not factually correct. I have the list of inventory which we ensured to be accurate prior to pick up and they haven't identified a single item that wasn't on the list. The agreement was binding to the inventory which wasn't honored and violation of a contract. All damages/lost items were filed a claim immediately after their instructions were provided but there hasn't been neither acknowledge nor response from the insurance company. Upon inspection, it isn't even a legit insurance company. It has been been more than 2 months and still no damages has been paid. Charter Van Lines shouldn't operate as a business.
  
  

  

  Business response

  10/08/2024

  Charter Van Lines is authorized by the ******************************************* (*****) to be a household goods moving broker.  
  Charter Van Lines places the shipment with an authorized, licensed, and insured FMCSA household goods motor carrier.
  The customer had more items at pickup, but was provided a 20% additional discount in July, which he accepted.
  The customer has Standard valuation protection of $0.60 per pound per article up to $10,000. Full value protection coverage was also available upon request. Full value protection must be purchased at least 72 hours prior to your first pick up date, which is written in the agreement. 
  
  
  

  Customer response

  10/08/2024

   
  Complaint: 22322310
  
  I am rejecting this response because Charter Van Lines is u-turning and misrepresenting what happened. Please see attached thread with them acknowledging what happened as illegal. They "tried" to course correct but really didn't do anything and just let another company destroy my items and double charge me. 
  
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this to inform you of the dissatisfaction with the move that occurred from Il to ** on 5 June. During my initial call with Charter Van Lines I was under the impression that they were the movers and not an agent. I was told that since I had a large amount of furniture/boxes that a semi would be sent to pick up my household goods which should expedite me receiving them in ********. On 5 June the movers brought two box trucks instead of a semi and I found out it was Next Relocation, not Charter Van Lines. After already loading two trucks ******* said that my household goods were more that I had indicated during the initial and QA calls and that the cost was over $7000 more. Original estimated was $12,041.05 and final cost was $19,468. Since large majority of household goods already loaded on trucks felt had no choice but to agree. It is hard to read the receipt I have as carbon copy but there are several disturbing items on it. I was charged $160 for stairs when I had already paid $160 earlier to Charter for the stairs. I was charged $300 for bulky items which should have been included in the upfront costs when I gave itemized list. Difficult to read my copy but it appears I was charged $3511 for extra labor which should have been included in original cost. Also charged $802 for extra stop origin which makes no sense since they were originally supposed to send a semi who would go directly to my house in ********. Also charges of $346 for extra stop destination and $349 waiting time /overnight. *********** of 6 persons did a poor job of disassembling refrigerator and freezer doors and packing in unmarked wardrobe boxes and screws from disassembled furniture placed in unmarked packing tape rolls. At receiving end only 2 movers who did not leave until 1215 am with 24 furniture blankets for me to remove and broken items. Offered $250 by Next Relo to not file a complaint. Did not hear back from Charter. More details in attachment.

  

  Business response

  09/25/2024

  The customer booked a move with **********************, which states in its agreement that we are a broker.  Mr. ****** provided an inventory and was given a quote.  He also had a QA call, where he added more items.
  At pickup, he had more items and was charged accordingly.  The customer has not reached out to **********************, but we did receive this complaint.  
  The customer has Basic Value Protection on his order of .60 per pound, per article up to $10,000 and was provided claims information.
  
  

  Customer response

  09/28/2024

   
  Complaint: 22251333
  
  I am rejecting this response because:

  The reply from Charter Van Lines was incorrect in stating that I did not reach out to Charter Van Lines prior to the BBB complaint. That is incorrect as I reached out to the only two email addresses I could locate, the original salesman, **** at **************************************** and the QA specialist, ******** at
  *************************************************************************************. I have attached a copy of the email that I sent to them and Next Relo with only Next Relo responding.
  
  While there was more damage expected considering I had moved most of the fragile items myself by renting a u haul trailer and loading my truck with most fragile items, my main concern is not trying to recoup breakage and lost items although Next Relo offered me $250 if I would sign and notarize a form stating that I would not file a complaint or claim against Next Relo or its agent.
  
  My major complaint and claim is that I was overcharged for items that should have been covered under my contract with Charter and would not have been an issue if Charter had provided a semi for a direct transfer between Illinois and Kentucky as stated would be the case.First I was charged $160 by Next Relo for stairs when I had already paid $160 earlier to Charter for the stairs. I was then charged $300 for bulky items which should have been included in the upfront costs when I gave itemized list. It appears I was charged $3511 for extra labor which should have been included in original cost as no additional labor was required than what was originally sent in ******** to load trucks.
  
  I also think I was charged $802 for extra stop origin which makes no sense since they were originally supposed to send a semi who would go directly to my house in ******** and should have been included in original contract if needed. Also appears to be charge of $346 for extra stop destination and a waiting time /overnight charge of $349 which if needed should have been in original contract although expect needed because did not originally provide a semi resulting in need to store items until semi available.
  
  Sincerely,
  
  **** ******

  Customer response

  10/01/2024

  I am disappointed that the case was closed without my response being sent to Charter.  My contract was with Charter who from my vantage point is responsible for its sub, Next Relocation.  I don't understand why the case was closed when items were added by Next Relocation to bring up the cost that had nothing to do with the additional amount that Next Relocation added to the cost. In my rebuttal I detailed the areas where the original contract with Charter should have covered.  At the very least the $160 for the two floors should not have been charged by Next Relocation since it was already in the contract with Charter.  Next Relocation offered me $250 because of the damage and poor service they provided, particularly on the receiving end with only two people to unload if I did not contact the BBB or anyone else. If needed I could send a copy of the letter.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 17 was the transaction day 500 dollars was sent via back to the moving company and the move was not set and never happened I fault to cancel as they continue to not cancel and give me my refund they finally sent a form to me after I asked over and over and I also received a letter in my email stating I would receive my 500 dollars back in 7 days I have heard nothing from them and still have not received my refund I would like to get my funds back.

  

  Business response

  08/14/2024

  This customer booked a move and canceled it within 7 business days of his pickup.
  Due to the cancellation policy, he is not eligible for a refund. 
  
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company I had had multiple choices. They said they are the best company out there. A+ rated on the Better Business Bureau said they will handle my stuff just like it was their own first day. Their company picked up my stuff. The guys came in with a bad attitude then we got past that and they loaded the truck. He informed me that I would have additional charges for packing because some things are not packed properly. Said it will be about $200 more at 1 AM when they were loading the truck he said I have your final bill agreed to 3800+ the 195 for the extra packing and then he shows me a bill for $5500 and tells me mind you the truck is already packed and it is 1 AM. He said if you dont agree to this well just put all your stuff in the driveway so I was forced to agree to this price then they told us our stuff would be to us no later than Monday the following week I called the company multiple times. Didnt hear anything until Wednesday when they showed up on Friday the 19th. She said they would not unload the truck until I paid her then she was bringing all my stuff over 60% of it was busted up like it was thrown around and all she kept doing was apologizing saying file a claim with Insurance. This was a cross country move and I expected more care to my stuff. A lot of the things I have I have built up over the years and now it is all destroyed. I cannot believe this company advertises. They are so excellent and theyre the best out there and they have treated my stuff this bad, something needs to be rectified about this

  

  Business response

  07/31/2024

  The customer did not want to pay for additional packing services and said that she would pack her fragile items.  Charter Van Lines does go over the proper way to pack their fragile items with the customers, and it is also listed in the signed agreement.  The motor carrier blanket wrapped her furniture, which was agreed and included in the order.
  The customer does have basic valuation protection on the order, which is .60 per lb, per article, up to $10,000.  Charter Van Lines has already provided information to the customer to file a claim.  
  We are very sorry for any damages that ************* said that she incurred during her transport.  That is never something we want to hear.  ********* carrier handles all items as best as they can to maintain that the items arrive in the same condition as they were picked up. It does seem very odd that ************** is stating that more than of her items were damaged.  She can provide pictures with her claim.
  
  

  Customer response

  08/05/2024

   
  Complaint: 22021719
  
  I am rejecting this response because: I did pay the company to wrap my stuff and they charge me an extra $1600 to do this. They did not treat my stuff with any sort of respect and the insurance only pays $.60 on the pound I cannot replace any of my stuff with how badly damaged it is then the day they picked up he told me it was an extra $195 and we agreed at 1 AM when they were done packing all my stuff and didnt take a quarter of the stuff that I had on the list he told me it was 5500 when we had agreed at 4000 and when I told him I was not paying 5500 and remind you it is 1 AM my time he told me he will unload the truck in the street And leave my stuff there. This is a horrible experience and I would like a complete breakdown since youre saying, I did not pay for you guys to pack my valuables and my glass. Please show me a breakdown and on top of it. The drivers were outside smoking weed and drinking. And I have it all on my home camera of them doing it and on my camera it shows how they threw my stuff around and busted up half of my stuff. My sons mattress had **** on. It had a horrible experience.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/14/2024

  The customer was told that her order included disassembly and reassembly of her items, blanket wrapping of her standard furniture, and loading and unloading of her items.  She was offered additional packing services but did not add them during booking or her ***************** Call.  If she had paid for additional packing services, it would be listed in her signed agreement as Additional Packing Services. 
  The customer does have basic valuation protection on the order, which is .60 per lb, per article, up to $10,000.  Charter Van Lines has already provided information to the customer to file a claim for any damages.
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/21/24 agency contacted for. Quote and **** from Can Charter lines promised all worries is not an issue and can transport my items from ********* to ******* for $2400 and change this 6/25/24 when doing the 4th inventory check with Charter Van Lines ******** for $2100 per having more truck space left after loading my things. Charter promise to deliver with price aforementioned. **** and ******** insisted I will have my items within 1-7 days and to pay $760 now, another 6/27/25 and final when they delivery . Movers that came 6/27/24 WAS NOT Van Charter lines but contracted & charged me another $295 for motorcycle I called Van Charter lines via phone per already known. I informed the mover I would wrap my own TV & take. he insisted & loaded it. My items was not delivered until today 7/9/24 causing my dental appt in ********* to be cancel for 7/15/24 per lack of medical items after 7 days. My motorcycle is damaged(broke left mirror and shield guard) driver was instructing team to leave my things at the door with no way to get them in home, the box and totes were damaged as it appear crammed somewhere and overloaded per broken totes, loose and crumbled boxes and last but not least no 2nd TV. They stole my 50inch TV. I took a loan to move and have a child starting school in 2 weeks in a new state with little to no income and now damaged and missing items that driver today reported the driver CHARTER VAN LINES USED STEALS OFTEN AND HE NEVER HAD ANOTHER TV when he picked up the load. only the 65inch ( my moms tv). They left my things sitting in an unknown location for over a week & cramped with other people stuff. OVERWHELMED . I called ****************************** CONTRACTED COMPANY many times prior to today:7/4/24 called and emailed, 7/5/24 called and emailed, called left voicemails also and again 7/6/24 and 7/7/24. They also would not give me my $22 in change from balance today as I owed $858 and had no change paid $880 as the mover would not unload without pay. Help

  

  Business response

  07/18/2024

  *************** booked a move with Charter Van Lines to move from **-** (1868 miles) on June 17, 2024.  During booking, the customer reserved 397 cf, which included a small motorcycle.  Charter Van Lines made multiple attempts to contact the customer and finally was able to to complete the ***************** call on June 24.  
  During QA, *************** reduced space and signed an agreement confirming her inventory was correct.  She asked about delivery and was provided the delivery spread that is also written in the agreement of 2-14 days.
  At pickup, *************** took up 50 more cf of space because her motorcycle is large, not small.  She also did not have her tvs packed or protected.  The customer refused to pay the additional costs at pickup and was informed she can pay the difference at delivery.
  The customer has not contacted ********************** since pickup until July 6, 2024 where she asked about the delivery spread.  She was provided the full spread of 2-14 days, which covers a distance of ********* miles and factors in things that cannot be controlled like weather conditions, mechanical issues and other customers.  
  Additionally, we never like to hear that items were damaged during transit.  **************** has basic value protection on her order which covers .60 per pound per article up to $10,000. The customer called July 10, 2024 to inform ********************** of damages and when she was provided assistance on how to file a claim she became argumentative and condescending before hanging up on our customer support staff.  
  ********************** is still happy to assist the customer if she needs help filing a claim.  Please call the office at ************ for further assistance.
  
  

  Customer response

  07/20/2024

  I am sorry but this cannot be real! Charter Van lines is being truly dishonest. I TOLD the mover 6/27/24 I would take my own 50 inch ****************** (I attached proof of purchase) as I was over the fact Charter Van Lines REFUSED TO help me when I called 6/27/24 regarding the additional $295.00 I was charged upon movers showing up 6/27/24 regarding a motorcycle you can clearly see in THEIR contract in which they knew of prior to 6/27/24 move date. Me, my disabled mom, and daughter were to fly out 6/28/24 I had no option and was forced into this contract 6/15/24 by Charter Van Lines. I am stressed so bad here is the facts:

  - I had my own bubble wrap (purchased at Uhal 6/21/24 see above checking account as used by bank card) for my 50 inch and informed the mover when HE INSISTED, he would take it down and pack it with his own materials for me stating "no problem, i get it, I have something to wrap for you, no worries"

  -My mom had a 65-inch ******* that was in a box it was purchased in, the movers packed this also

  - After Charter Van Lines refused to put price back to the $2100 estimate, I indeed paid $875 in cash, previous $732 deposit 6/14/24-6/15/24 with my Landmark card

  -remainder cash pai 7/9/24 $880, they stole my $22.00 refusing my change, total $2487.92

  -**** indeed told my mom ******* and then me 1-7 days for delivery. (think: it only takes one day to travel from ********* to ********, why pay all this money to keep my things for 2 weeks?) The contract was provided after monies-deposit and a million promises. Contract was changed 3 times, the last time 6/25/24 I called to make adjustments and ******** told me "no need, you have space they will take it for you"

  -the change includes, my 8-year-old bike, table set, her Telescope (this was in the original box, never used or open- was also stolen) I continued to notice missing items after 7/9/24 as I calmed down and kept looking at my remaining items noticing overtime all that was not given back to me

  - Charter Van Lines NEVER CALLED me, NEVER emailed me back...I called them many times and they were closed. I only got someone 7/6/24 and 7/9/24 when I called and Destiney (supervisor) said "its not our problem, you need to go to claim site and report our contractor moving company, she also told me she did not care if I filed small clams. SHE WAS RUDE AND SHORT)

   

  Charter Van lines took advantage of women who has no males around. They stole my stuff by sending a team that speaks no English hardly and per drop off driver HE STEALS- HE is known to have items missing from his runs.

  I feel taken advantage of. To date Charter Van Lines has NOT attempted to resolve anything. This is the truth, not the message Charter Van Lines provided to you as severely altered.

  Customer response

  07/20/2024

   
  Complaint: 21966226
  
  I am rejecting this response because: please see attachments and statement in response provides as Charter Van Lines is not honest and is not trying to resolve anything.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/25/2024

  Please see the pdf that proves Charter Van Lines went over everything with the customer and did attempt to resolve the customers issues.  We also have an electronic signature provided by the customer confirming her acknowledgement and acceptance of the agreement terms, please let us know if you would like that to be provided.
  
  

  Customer response

  07/31/2024

   
  Complaint: 21966226
  
  I am rejecting this response because:

   

  I am saying the same thing while Charter Van Lines is allowed to continue to pretend, they were professional and accountable.

   

  I am due a satisfactory action per stolen and damaged items. Charter Van lines provided some call logs, but where is the call for when I called back to talk to ******** 6/25/24 to add items not on contract, previously signed? They lied about the status of both TV's, AGAIN 65INC-was packed in original box and sealed, the 50inch was not to go as i declined for the movers to take bit the main mover kept saying "I got stuff to wrap, no worries, I take for you, no problem"!!!! I have no reason to lie or exaggerate.  I require and want justice.

   

  At this point recoded calls are needed to show my attempts for help and Charter Van Lines being dismissive after taking my money, including the initial call with me and my mom when he SAID 1-7 days for our stuff.

   

  I am attaching the proof again of stolen and damage items- THIS IS THE POINT HERE.  I am out of my things after giving all my other stuff away to make this move feasible. I have nothing, my child lost very important items she adored and has bit even got the chance to enjoy (Telescope). I lost, I got played, I got disrespected, I got financially robbed to pay $2487.92 and only to get my stuff back in a disarray or not at all, this is the other MAIN ISSUE here. I paid Charter Van Lines for professional and safe help- I DID NOT GET THIS!!!!!

   

  Charter Van Lines Contract is non valid per not capturing ALL my stuff.

  Sending staff that lack professionalism or proper English.

  Charter Van Lines failed on all angles and is only trying to remove themselves from the accountability for poor service and poor contractors.

   

  Please provide poor ratings, solution to my loss, and no more back and forth with this dishonest agency called Charter Van Lines.

   

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

  

  Business response

  08/14/2024

  Please see the attached 3 signed copies of the agreement by the customer as well as the electronic signature.

  Thank you.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired Charter Van Lines to move us from ******* to *************. Our moving reservation number is #*******. We paid them $2,112.77 on April 22, 2024 and $257.50 on June *******. They contracted with Vanguard Lines, LLC out of ******* to pick up our belongings on Tuesday, June 25th, 2024. Our belongings were picked up on that date and since then Charter Van Lines has not given us any information when we try to schedule the delivery of our belongings. All we know is our belongings are "supposedly" in ******* **********. When are our belongings going to be delivered and why won't anyone give us any information? They gave us the phone number of ************************************ but no one ever answers the phone and no one ever returns our messages. OUr stuff has been stolen.

  

  Business response

  07/18/2024

  The customer was picked up on June 25, 2024 for a move from MT-***  On June 26, 2024 ******************* contacted Charter Van Lines asking where his items are being stored and to let us know that his First Available Delivery Date would be July 25, 2024.  He was provided storage information and the **** was submitted to the carrier. 
  On July 5, 2024, ******************** called Charter Van Lines and said that he is calling the police because he believes his items to be stolen.  When asked why he thinks that, he explained because no one contacted him about delivery.  He was informed that he asked for his FIRST AVAILABLE DELIVERY DATE to be July 25, therefore he will not be contacted until closer to that timeframe with delivery information.
  No one is stealing the customers items, they are in the carriers warehouse storage until the customer is ready for delivery. If ******************** is ready for delivery sooner than the date that he provided to us. We can arrange for the first available delivery date to be adjusted if he would like.  Please call the office at ************. 
  
  

  Customer response

  07/21/2024

   
  Complaint: 21941519
  
  I am rejecting this response because:

  We were finally notified on July 9th where our belongings were stored. We only got notification of where our belongings were stored after we said we were going to contact the police and file an official report. We requested delivery on July 25th. We have not heard from anyone since July 9th regarding our delivery date. We were told we would be notified 6 business days before our delivery. We have passed the six business days for a July 25th delivery. We still do not know when our belongings will be delivered and have had NO communication from anyone!

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

  

  Business response

  07/28/2024

  The customer was picked up on June 25, 2024 and was booked with free 30 day storage.  
  The customer called the office on July 5 saying that he was going to call the police for stolen items, but we were doing EXACTLY what he asked providing him with 30 day storage at no additional cost to him.  
  There is a delivery spread that is based on distance that factors in things that cannot be controlled; like weather conditions, mechanical issues, and other customers. The customer was told that his items were being stored at the motor carrier warehouse and was provided a delivery spread of 2-14 days once he was ready for delivery since he is traveling over 2500 miles.  The customer said the First Available Delivery Date would be July 25, 2024
  
  
  
  
  Please see pdf as proof we have not done anything wrong.  Please reach out if you need a copy of the fully signed agreement from the customer acknowledging the terms of the service.
  
  

  Customer response

  08/01/2024

   
  Complaint: 21941519
  
  I am rejecting this response because:
  I have attached the string of emails, the addresses of Vangard Lines, LLC and a copy of what we have paid so far.
  Since July 5th, we have been asking for the physical location of our stuff. As you can see, no one has complied with our request. We were given the ****** Street address in *******, **, but was able to confirm this is a non-existent address. The zip code used is a *******, ** zip code. We were given another address but no Unit #. We still have not been able to confirm that that address is a legitimate address. 
  As stated in our emails, we considered our items stolen until they confirmed the whereabouts of our stuff. To date we have no idea where our stuff is.
  On July 6, they were informed that we wanted delivery on July 25th. They had 19 days to schedule the delivery. When they missed the July 25th delivery, they said they have another 21 days to deliver. This conversation was on July 25th and they could not confirm where our stuff was. Our last phone conversation on July 29th, ******* said she was sure our stuff was picked up. We asked her to confirm and put in writing that the stuff had been dispatched and was enroute.She did not put that in writing, she just said they were working on it. 
  They have known since this contract was signed on April 22, 2024 that they would be delivering 2500 miles away, so this should not be a problem now! There is absolutely no reason that Charter cannot tell us where our stuff is and if it in enroute to *******. When asked what happens after 21 days and our stuff is not delivered, there was NO answer given. As stated by us before, we consider our items stolen unless they can confirm where our stuff is. They have not been able to prove to us that they have not scammed us. We have paid $4,725.01 so far with no confirmation of anything and no delivery of our stuff.
  I just had my car shipped from MT to ** and the broker dispatched the car in 3 days. I have had a phone call everyday, I was given the hauling company's name address and phone number, I was given the driver's name and cell phone number.
  
  
  Sincerely,
  
  *************************

  Customer response

  08/01/2024

  Attachments

  Customer response

  08/01/2024

  Attachements

  Customer response

  08/05/2024

  August 5th,

  We spoke with ******* again from Charter and she stated they are waiting to hear from Vanguard. I finally got her to admit that she gave us false information on July 29th when she told us our property had left the storage facility. Our property has not left wherever they have our property stored and Charter does not reach out to Vanguard. They are just waiting to hear from them. She would not answer when I asked if we could make arrangements to pick up our property ourselves. They have ten days until the contract will be breached. If the property has not left the facility by now it will not reach us by the deadline of August 15th. Charter has done nothing to expedite this shipping process in order to meet the deadline. They also will not answer the question as to what happens on August 16th when we have passed the deadline. They are not provided the services that we have paid for. We paid the required amount of $4,725.01.

  

  Business response

  08/14/2024

  Please see the pdf that provides an email thread proving that we have been keeping the customer informed and that he has acknowledged the delivery spread.

  
  As previously stated, the customer had requested 30 day free storage, and was informed that he would receive an update when it is closer to the delivery date. 
  

  
  

  Customer response

  08/15/2024

   
  Complaint: 21941519
  
  I am rejecting this response because:

  Vanguard Lines has been responding NOT Charter Van Lines. Our last conversation with Charter was August 5th. Charter has lied to us. on July 29th ******* told us that our stuff had been loaded and left and was en-route to *******. On August 5th ******* finally admitted that our stuff had NOT left as she originally told us on July 29th. We sent BBB the August 5th email to both VanGuard and Charter. Vanguard has been the only one to respond since. Charter has not fulfilled their contractual obligations and should send us a partial refund!

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

  

  Business response

  08/16/2024

  The customer is not eligible for a refund.  Charter Van Lines and VanGuard have provided the services and communication to the customer.  Please see the pdf of the full agreement signed  by the customer.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charter van lines lied to me about the quote on purpose just to get me to commit to having the movers come out. Once the movers arrived at my house, they said I had more things to move than I had said. So they changed my amount due from the quoted 2586 to ******. When I explained that I dont have five times the amount of stuff to move so my quote should not be five times the amount. They didnt budge so I told them that I couldnt move forward with the move. That is when they said they were going to keep my $510 deposit because I didnt cancel before seven days. I told them I didnt cancel, that they changed the deal on their end and that they needed to give me my deposit back. They refused. I want my $510 back.

  

  Business response

  06/28/2024

  ************** booked a move on May 24, 2024 to move from **-IL.  He provided an inventory list and signed a contract agreeing to reserve 765cf of space, based off the list he provided.  
  Every single customer of ********************** goes through a ***************** call to confirm the order information is correct, go over basic information like packing, pickup windows, and to give the customer an opportunity to make adjustments.  ************** received this call on June 11 and said he did not want to make any changes to his order.  
  At pickup on June 15, the movers arrived and not only did ************** have additional items that were not on the original inventory; he also did not have any of his items packed.  
  ************** was provided a quote based on his adjustments at pickup and was also given the option to keep his original estimate.  ************** declined both and became vulgar and rude with our support staff.
  Due to the cancellation policy, ************** is not eligible for a refund. 

  Please see the pdf attached of the cancellation policy as well as the signed acknowledgement from the customer.
  

  
  

  Customer response

  07/12/2024

  This is how theirs scam works. There isnt a way to cancel prior to five days if they dont give you an opportunity to get your stuff looked at until moving day. Then instead of saying, you have more stuff so were gonna charge you double the amount they say you have more stuff so were gonna charge you five times the amount five times the amount. That is highway robbery and this is larceny. I have talked to numerous people who have been through this very same thing and they said they had their deposit stolen as well. I just spent $7000 to have everything moved from another company and they didnt require a deposit at all. My total moved square footage was 9750 so to charge me $2500 for 7500 ft. and then change that to $12,255 for 9750 feet is price gouging. It is clear to see that what they do is they put a family up against, a deadline and then if the customer does not take their inflated price, they keep their deposit because theres no way to have them come out before five days in order to cancel according to their policy. This is a scam you can ****** it and see for them after forum of this company ripping people off. 

  Customer response

  07/12/2024

   
  Complaint: 21869401
  
  I am rejecting this response because:

   

  there is no way that a person can cancel within their policy guidelines because they dont give them an opportunity to have their items looked at before it move day. This is a scam and theres no way to get out of it. I have already started my complaint with theFederal Motor Carrier Safety Administration
  Department of Transportation 
  Commercial Enforcement and ************************ I am going to take this as far as I have to in order to *** them for the deposit as well as attorneys fees. When my stuff was finally moved, it was moved from another company for $7000 and that included the additional 2000 ft. that this company was concerned about, that is still 5255 less than what they charged me on that day in order to just keep my deposit   If you search online, you will see forum after forum about this company doing this to people and people losing their deposits. No other van line who has a real intention of moving people charges a deposit. United moved my stuff for $7000 and never charged a deposit, think about Im gonna make you cancel within five days but I wont allow you to be seen until the day of the move. Then I will charge you five times the amount that I quoted you and if you dont pay inflated price, just keep your deposit. No wonder theres so many upset customers across the nation. 

   

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

  

  Business response

  07/18/2024

  ************** booked a move on May 24, 2024 to move from **-IL.  He provided an inventory list of items that he wanted to have transported and signed an agreement to all of the terms.  On June 11, 2024 ************** went through his ***************** Call, and said that he did not want to make any adjustments.  
  On Moving Day, June 15, 2024, ************** wanted to add more items but did not want his price to increase.  He was offered to keep the original estimate but declined and told the movers to leave his property.
  *** is upset because he is not eligible for a refund due to the cancellation policy he signed.  If ************** would have contacted Charter Van Lines outside of the cancellation policy to cancel he would have received a refund.
  Charter Van Lines is not trying to scam ************** or any other customer.  ************** had multiple opportunities to make adjustments to his order and plenty of time to cancel if he wanted to between booking on May 24 and before the movers arrived at his home. 
  
  Please see the attached PDF for a copy of the signed cancellation policy.
  

*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. ↩