Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Damaged property, received threats from employee, stress & emotional strain.

  

  Business response

  01/22/2025

  complaint ID# ********
  This is our respond to customer complaint:
  The customer booked a move with our company **********************- from ** to **. On 12/07/2024 our truck picked up the customers belongings as agreed. 
  The customer requested to place her stuff in our storage because she was not ready for the delivery in ** (please see attached the delivery form).
  We stored the customers belongings in our storage for 30 days free storage. After 30 days our storage team emailed the customer with storage invoice. The customer emailed us back saying that she never asked to put her belongings in our storage. That is not true! It shows clearly on the Delivery Form that she asked to store her items in our storage. 
  As a matter of good faith GM Van Lines credit the customers invoice by 50%. 
  ***** from our office emailed the customer with the new delivery form. The customer filled out the form very poor (please see attachment).
  ***** called the customer over 10 times to get the exact information cleared out so the company can do the delivery. 
  On 01/19/2025 at 1pm (Monday)after the delivery was completed the customer called and claimed that she has some damages.
  Our office immediately emailed her with our ***************** information (please see on the bottom our conversation log) for the customer to file a claim. 
  
  
  Our ***************** will be happy to assist with any questions that the customer may have.

  Thank you 

  GM VAN LINES 

  Customer response

  02/05/2025

   
  Complaint: 22833759
  
  I am rejecting this response because: The only thing this vompany is good for is lying, incompetence & evading accountability. I told the woman who works that I only needed the 30 days. She assured me that the ***** would be delivered. As you can see from the same photos that ***** ***** viewed, the piece was without a doubt damaged all over. You can also clearly see how that occurred from the poor wrapping.

  Also, at the very last minute due to ***** ******** incompetence I had to scramble and find another storage location because the  truck wouldn't fit at the current location. Had I not spoken with him, he would have delivered to another location that I repeatedly told him was the incorrect address. I'm not certain the man can read frankly as he literally informed me that he couldn't understand emails.

  He was also repeatedly told to contact me via email due to oral surgeries. My phone had also changed which was why he was instructed to send emails in lieu of speaking. There are at least five sites complaining about this company. 

  They are the absolute WORST. If you want to throw away money and have your items damaged; call GM VANLINES 

  
  Sincerely,
  
  *. ********

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In attempting to move from **********, **, I contacted many moving companies, GM Van Lines being one of several. I made a deposit of $580, and then changed my mind about moving, and I contacted GM on 9/21/24 and the representative named ******* said it would be six to twelve months before they would refund my money. I filed a BBB complaint on or around 10/3/24 and was contacted by ***** from GM Van Lines. He said he would refund my money if I marked the complaint as resolved. I did not sign a contract with GM Van Lines, or anyone else for that matter. I've been back and forth with *****, I negotiated in good faith, but yesterday 10/27/24 ***** said they had a new owner and that he would have to talk to him. I feel like ***** took advantage of me by not holding up what he verbally said he would do, so I am requesting your assistance in getting my money back. I negotiated in good faith, and ***** burnt me. I am a disabled senior citizen on Social Security and would greatly appreciate your assistance in recovering my money. I would rather handle it this way than take them to small claims court. Thank you in advance.

  

  Business response

  10/30/2024

  Response to BBB complaint ID ********  RE: ******* *********
  

  Thank you for your opportunity to address Ms. ******* *********** recent complaint.  recently expressed. 
  
  Ms. ********* now states that she had a "verbal contract" with GM Van Lines. ** does not conduct any business on a verbal agreement with anyone. Anyone who chooses to use the services of GM Van Lines is to sign a contract and we initiate the terms with the deposit which is the first installment of the full cost. The deposit is paid right away, and the customer provides a credit card with the knowledge that the deposit payment will be processed immediately. Ms. ********* was well aware of this and we have a signed **** of Lading on file which was sent to her via email and she E-signed. The Bill of Lading states all the terms of the contract including the cancellation policy. 
  
  Ms. ********* is also claiming that she was told that she would be getting a refund for her deposit. What she was told is that if she could provide evidence that she indeed contacted GM within 72 hours before her pick-up date to cancel then we would gladly issue a refund. Ms. ********* claims that she contacted ** and that she was told that it would **** * months to a year and that is not the case. No one at ** would give her that false information. ** processes any refundable deposits right away, no questions asked, when done within the allotted time frame. Ms. ********* says she spoke to a representative by the name of *******. GM Van Lines does not have or has ever had a representative by that name. She did not speak to anyone in the company before making her complaint. 
  

  Ms. ********* did speak to ***** who was the one who told her that if she had the evidence to support her claim then she would be able to receive the refund. He did not however make any mention of any "new owner". ** has had the same owner for over 20 years. We have the recorded conversations of every time that Ms. ********* actually communicated with GM. Ms. ********* is making many false statements. 
  
  Furthermore, in an effort to resolve the matter, GM looked into all the records of communications with Ms. ********* to ensure that she did try to contact GM to cancel or express her decision to no longer need our services and we have come up with nothing of the sort. We do have records of the many attempts that GM made to contact her prior to her scheduled pick up but she ignored all our efforts to make contact. She did not at any point contact GM on or before the day of her move. Ms. ********* wasted company time by not communicating with us. Had she done so we would not have reserved the time and truck for her. Time and truck that could have been dedicated to someone else that needed the service. This is why we have a cancellation policy in place and Ms. ********* did not honor the terms of this policy.
  
  Respectfully, 
  GM Van Lines Management

  Customer response

  10/30/2024

   
  Complaint: 22489769
  
  I am rejecting this response because:  NEVER did I state that I had a verbal agreement with GM Van Lines.  I said I had NO contract with them, either expressed or implied.  While I was on the phone with *****, we called the number that I had for GM Van Lines and it was for GM Movers.  ***** has promised me on two separate occasions that he was going to refund my money.  He told me the first time that he'd refund the money if I got rid of the first BBB complaint.  I saw no way of making it go away, so I marked it as "resolved" assuming that ***** was negotiating in good faith, which he did not.  I feel that ***** has taken advantage of me and I don't appreciate it. The company's policy on cancellation is vague and somewhat deceptive.  Please, just return my money and let's be done with each other.  Thank you.  
  
  Sincerely,
  
  ******* *********

  Customer response

  10/30/2024

  I do not recall electronically signing any bill of lading.  If a copy can be provided to me that I indeed signed it then I'll let this go.  I called the number that I was provided on 9/21/24.  I fail to see how it's my fault that I was provided the wrong phone number.  

  

  Business response

  10/31/2024

  3rd Response to complaint 22489769  RE: ******* **************************** you for your opportunity to address Ms. ******* *********** recent complaint.  recently expressed. 
  
  Ms. ********* simply needs to provide the evidence of her claims. If she indeed honored the terms of the cancellation policy, then that is all we require, and GM will gladly issue a refund, and this matter will be resolved otherwise the back and forth is completely irrelevant. Again, we have the records of all our correspondence with Ms. ********* and she is not entitled to a refund. Ms. ********* wasted the company's time and resources, and the company took a loss by not being able to utilize that time space for someone else. It is not a matter of negotiation. It is a policy within the terms of the contract, and they are in place for these exact situations. 

  

  Business response

  11/01/2024

  3rd Response to complaint 22489769  RE: ******* **************************** you for your opportunity to address Ms. ******* *********** recent complaint.  recently expressed. 
  
  Ms. ********* simply needs to provide the evidence of her claims. If she indeed honored the terms of the cancellation policy, then that is all we require, and GM will gladly issue a refund, and this matter will be resolved otherwise the back and forth is completely irrelevant. Again, we have the records of all our correspondence with Ms. ********* and she is not entitled to a refund. Ms. ********* wasted the company's time and resources, and the company took a loss by not being able to utilize that time space for someone else. It is not a matter of negotiation. It is a policy within the terms of the contract, and they are in place for these exact situations.
  

  Customer response

  11/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction was 30 Sept. 2024 when I was moved from ***************************************** to ******************** *********. The original estimate was $990.00. I had to pay GM Van Lines $2150.68. I was told there was a business in ********* and I would be charged a minimum of $198.00 for one hour travel. I was told it would cost $198.00 for each hour from the time the movers arrived at the original address to the time they left the new address. The move took exactly 4 hours and I was charged for 7 hours. When questioned I was told this was the minimum charged. On the original estimate I was charged for four hours. I was never told there was a minimum rate of 7 hours. On the original estimate it states, "Understanding Your Estimate: 'The total cost is based on an HOURLY RATE only'". The capitals were on the note. I was later told they were from out of ***** and I had to pay a minimum of 3 hours travel. I paid $1386 for the three movers plus another $198.00. When I called the supervisor, he denied any wrong and offered to refund $198.00. The conversation got a little heated and he hung up on me.

  

  Business response

  10/23/2024

  COMPLAINT ID  ******** 
  
  Dear ******************* am writing in response to your complaint regarding the moving services provided by GM Van Lines to Ms. **** ****** on 9/30/2024.
  
  Ms.**** ****** contacted our office and requested our moving services for a local move in ********** ***
  
  On 09/16/2024 she spoke with our sales representative, *****. She explained the whole process of the move. She quoted her an estimate of 3 men for $198 per hr.Her job was estimated to be 7 hours labor plus 1 hour travel time. Her estimate was for $2084.00 with packing. The job was a total of 8 hours which was $1584 plus $500 packing.
  Ms.**** ****** agreed to the price and booked the job for 09/30/2024, and paid a 20% deposit of $417.00 (please see attached copy of estimate) 
  
  A day before the move (September 29th) our office tried contacting Ms. ****** by phone call and text SMS to confirm the workers arrival as agreed with her. 
  
  On 09 /30/24 our truck arrived at the ********* at 9am completed the move and ********* was charged same as the estimate $2084. (please see attached copy of BOL) 
  
  A few days after the move Ms. ****** called our office and complained that she feels that she paid too much. She spoke to the supervisor, *****. He explained to her that she was not charged anything additional. She paid exactly $2084.00,which was the amount of the estimate that she was given and agreed upon.  Out of courtesy ***** offered her a one-hour discount ($198.00)  
  ********* was not happy with that offer and instead requested a 4-hour discount.That was something we could not do.
  
  Our guys worked hard to complete the move, which they did successfully without any issues or complaints, and they still had to be paid for their work.Unfortunately, we could not accommodate her wishes to only pay for half the time they worked. 
  
  GM Van Lines is always willing to try to accommodate and satisfy our customers. We go above and beyond to help and assist with everything we can, but we cannot always satisfy all requests, such as this case. ** tried to come to a resolve with Ms. ******* but she was not satisfied with the offer. 
  
  
  

  Customer response

  10/24/2024

   
  Complaint: 22424553
  
  

  ***** gave me a quote of $990.00 for 1 hour travel and 4hrs labor.  A couple of days later, I informed her that I had about 17 animal heads on the wall which would need taken down and  to be packed. She then sent me another estimate of $2000.00+ . To save time and money, I did all the packing by myself except for the furniture and animal heads.  I also took the packages that I had packed to my home so that the movers would not have to do it.  I had emptied and packed all cupboards, drawers and things around the apartment.  This is an assisted living facility where I lived.  The apartment was a combination kitchenette and small living room, a bedroom and a bath.    There also was one closet in which I had left only a few hang-up clothes.  After the move, I later noticed that the movers had not put on my receipt the amount of time they spent moving me.  I noticed the exact time they arrived and the exact time they drove out my driveway.  It was EXACTLY 4 hours, which was ******* estimate before she knew that I was moving my own things.  I sent you a copy of that estimate by email.  If you did not receive it, please let me know and I will send it again.  This is the estimate which matched the time of travel and the time from start to finish by the packers.

   

  When I talked with ***** , the superintendent from GM Van Lines, he told me there was a seven hour minimum charge for travel.  This is NOT the truth.  There is a 1 hour minimum travel charge.  (It was 5 miles from the facility I lived in to the home I was moved into.)  I got charged for 8 hours.  This is why he offered me a $198.00 refund.  He also said there is a 7 hour minimum  for the movers time.  This is also not the truth.  I got charged for 7 but they only worked 4.  On my estimate that I received from *****, it states,  "The total cost is based on the HOURLY RATE only."  The capital letters are as they were written on my estimate.

   

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

  

  Business response

  10/31/2024

  Response to BBB complaint : 22424553              RE: **** Patten 
  
  Thank you for your opportunity to address Ms. **** ******** recent complaint.
  
  Ms. ****** contacted GM Van Lines for an estimate for her local move in *********, **. ***** assisted her with the estimate, and she gave her a quote of $2,084.00. She explained that the estimate included (based on her inventory of items to be moved) 7 hours of labor, 1 hour travel , and packing as well. She agreed to the estimate and made her initial deposit of $417.00. That left her with the remaining balance of $1667.00. 
  
  Ms. ****** scheduled her pick-up for 9/30/24. On the day of the move GM Van Lines showed up on time and successfully completed the move without any issues or complaints. Once the job was done Ms. ****** paid the remaining balance of $1667.00. There were no additional charges applied. She signed the *** at the time of payment. The Bill of Lading gives her a breakdown of the everything she was charged. The time and the itemized list of what was included in the packing including materials.  
  
  Ms. ****** reached out to GM Van Lines a couple of days later to express her concerns about what she had been charged for. On this day ***** was not in the office to speak with her. She called back a few days later and finally spoke to *****. He explained to her exactly what she had been charged for and gave her a verbal breakdown of what was stated on the **** He let her know that it was all exactly what the initial estimate stated, and she had not been charged any additional cost. Ms. ****** was unhappy and out of courtesy ***** offered to refund her $198.00. This was not because she was charged anything extra. It was simply in good faith to Ms. ****** because we do try to come to a resolve with our clients whenever possible. Unfortunately, it was then her choice to not accept the offer and make a complaint instead. 

  Thank you

  GM van lines 
  
  
  

  
  

  

  Business response

  11/01/2024

  Response to BBB complaint : 22424553              RE: **** Patten 
  
  Thank you for your opportunity to address Ms. **** ******** recent complaint.
  
  Ms. ****** contacted GM Van Lines for an estimate for her local move in *********, **. ***** assisted her with the estimate, and she gave her a quote of $2,084.00. She explained that the estimate included (based on her inventory of items to be moved) 7 hours of labor, 1 hour travel , and packing as well. She agreed to the estimate and made her initial deposit of $417.00. That left her with the remaining balance of $1667.00. 
  
  Ms. ****** scheduled her pick-up for 9/30/24. On the day of the move GM Van Lines showed up on time and successfully completed the move without any issues or complaints. Once the job was done Ms. ****** paid the remaining balance of $1667.00. There were no additional charges applied. She signed the *** at the time of payment. The Bill of Lading gives her a breakdown of the everything she was charged. The time and the itemized list of what was included in the packing including materials.  
  
  Ms. ****** reached out to GM Van Lines a couple of days later to express her concerns about what she had been charged for. On this day ***** was not in the office to speak with her. She called back a few days later and finally spoke to *****. He explained to her exactly what she had been charged for and gave her a verbal breakdown of what was stated on the **** He let her know that it was all exactly what the initial estimate stated, and she had not been charged any additional cost. Ms. ****** was unhappy and out of courtesy ***** offered to refund her $198.00. This was not because she was charged anything extra. It was simply in good faith to Ms. ****** because we do try to come to a resolve with our clients whenever possible. Unfortunately, it was then her choice to not accept the offer and make a complaint instead. 

  Thank you

  GM van lines 
  
  
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I commissioned GM Van Lines to move my belongings from **************, ** to **********, D.C within "up to 21 business days per customers first available delivery date (May 20, 2024), per the companys terms. Movers picked up my belongings on May 15, 2024 in ******* and delivered on May 23 in D.C. I paid a total of $2,114.40. A bureau that I own and was loaded by GM Van Lines movers in ******* did not arrive in D.C. I alerted the company on May 23 and filed a claim with their third-party claims department, ****************, as directed. On July 9, I received a text from GM Van Lines that the bureau was found and was told by an associate it could be delivered the next week. The manager, *****, informed me that GM Van Lines had negligently sent the bureau to Washington state instead of D.C. 96 days after picking up my belongings and 38 after the bureau was found the company arranged for delivery on August 19. When the movers arrived, my bureau was not on the truck. ***** informed me one of his drivers sent him a photo of the bureau in the companys storage facility in **********. He shared it with me and I confirmed it was mine. The data on the photo shows it was taken on June 20. ***** requested I give him one day to figure out what happened. When at the end of the next day I had received no communication, I asked for an update and was told he had not found the bureau yet. On Aug. 21, ***** called me to say he could not find the bureau in the companys storage facility, did not know what happened to it, and relinquished further effort to locate it. The company negligently lost the bureau, found it, then lost it again. I would like the company to locate the bureau still in their possession and return it to me to fulfill the service I paid for. Alternatively, I would like to be reimbursed for the cost of the bureau ($700) to purchase a replacement and reimbursed for the money I paid to the business, considering they did not fulfill the service they committed to.

  

  Business response

  10/01/2024

  RE: Response to BBB complaint from ***** Rea 
  Complaint ID: ********
  Date filed: 9/5/24
  
  
  To whom it may concern, 
  
  
  Thank you for the opportunity to address the concerns of the recent complaint by Mr. ***** ***. 
  
  
  Mr. *** contacted GM Van Lines and retained our services for his move from *************, ** to *************. The move was scheduled and picked up on 05/15/24 and delivered on 05/23/24. After receiving his items, Mr. *** contacted ** to inform the office that he was missing a bureau from his belongings.  He was advised that he could file a claim through the claims department, which is standard action whenever a report of missing or damaged items has occurred. In addition, he was told that ** would investigate the matter further, try to figure out what had happened in the process and locate his bureau.  
  
  
  GM took action right away to start the search for the bureau. It took some time, but the bureau was located. Mr. *** was informed that his bureau had been found and all efforts were made to get it back to him as soon as possible.
  Unfortunately, when it finally reached Mr. *** he stated that it was not the correct bureau, however, he is still able to file his claim and be reimbursed through the claims department as per the contract agreement. We understand the frustration and we do apologize for the inconvenience and the unsuccessful efforts to rectify the issue. At this time, we are only waiting for Mr. *** to finalize his claim and we will be glad to reimburse accordingly. 
  
  
  Respectfully, 

  Gm van lines 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 10, 2024 a tour of my 2BDR apartment was done by the business. After the tour I was quoted a price of 5K to move my items. I paid a 1K deposit. Which meant the remaining balance would be 4K. However, on July 29, 2024, once the movers packed most of my items, the owner stated the cost was 11K. I of course was astounded and stated I cannot pay that. Then he said 8K. I was in a bind with needing to get our items moved. My daughter and I both were so upset and she was crying because we did not know what was going to happen to our belongings Finally, the owner said 6K. That is then when I paid an additional 3K. I was told by one of the workers that the owner does this all the time because he knows that people are in a bind and will pay the additional cost that he adds on even though a tour was already done and a price provided. I am requesting that the 4K paid be the final amount and no other monies are due to the business due to their unethical business practices.

  Customer response

  07/30/2024

  I would like to cancel my complaint.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GM Van Lines quoted about $2000 for my move from ** to ******* on June 29, 2024. I provided a detailed list of items and photos of the furniture to be moved.They loaded my things from the apartment and went to the furniture store to load my furniture. At the furniture store, GM Van Lines doubled the estimated cost from around $2000 to $4400, claiming I had more items than what was listed. I did not have more items and I sent photos of the furniture that needed to be moved when they quoted $2000. Some of the furniture was disassembled by the store for the move but GM Van Lines insisted that I had more items. They refused to move my things to ******* unless I pay $4400.DO NOT use this dishonest mover.

  

  Business response

  07/15/2024

  Dear ****
  
  I hope this letter finds you well. We appreciate the opportunity to address the concerns raised by the customer- Dutch Dasanaike in their recent complaint.
  
  Mr.  **************;contacted our office to get an estimate from ** to **. He provided us over the phone with the list of items to be moved. We gave him an estimate of $1863. He agreed and paid a deposit of $396.00 and scheduled a move date for 06/29/24. 
   Our truck arrived on 06/29/24 at ************************** apartment to pick up the belongings and loaded everything from his apartment then he also included an additional stop at a furniture store where he had purchased furniture that he wanted to take with him as well. 
  While at the furniture store, the ******* explained to ********************** before loading the truck that there were additional items, and the furniture was very big and would take up more than the half truck space than anticipated. We provided him with a new estimate and at this point, ********************** got upset and angrily disapproved so we offered to just take back everything already loaded in the truck to his apartment free of charge and be done. 
  Once ********************** came to terms, he agreed and understood that he had more items and giant furniture he offered to pay $3000 but we refused to take that offer and again offered to bring everything back to his apartment at no cost. 
  Mr.  ********* didnt want us to unload everything back to his apartment because he was required to vacant the property by 06/30/24. In good faith, trying to help him, we agreed to do the move for $3200 which was much below the actual cost. 
  Mr. Dasanaike requested to have his items delivered by 07/01/24 and stated that the building would not allow deliveries on 07/04.Also ********************** knew delivery can take up to 21 business days.
  Our truck arrived in ******* on the night of 07/03 and notified **********************  that we could do delivery on 07/05 at 9 am (we know we cant do delivery on July 4th)
  ********************** called back and said that the building would not allow him to get delivery on 07/05 either and only on Monday 07/08/24 at noon, so we courteously kept his stuff on the truck for 3 days at no additional cost even though this would hold the truck back from being in route for 3 more days. 
   We value our customers and are dedicated to ensuring a positive experience. If there are any additional details or documentation required to further investigate this matter, please do not hesitate to contact us directly.
  
  Thank you for your attention to this matter 

  Thank you 

  Oded,G 

  

  Business response

  07/16/2024

  We appreciate the opportunity to address the concerns raised by the customer- Dutch Dasanaike in their recent complaint.
  
  Mr.  **************;contacted our office to get an estimate from ** to **. He provided us over the phone with the list of items to be moved. We gave him an estimate of $1863. He agreed and paid a deposit of $396.00 and scheduled a move date for 06/29/24. 
   Our truck arrived on 06/29/24 at ************************** apartment to pick up the belongings and loaded everything from his apartment then he also included an additional stop at a furniture store where he had purchased furniture that he wanted to take with him as well. 
  While at the furniture store, the ******* explained to ********************** before loading the truck that there were additional items, and the furniture was very big and would take up more than the half truck space than anticipated. We provided him with a new estimate and at this point, ********************** got upset and angrily disapproved so we offered to just take back everything already loaded in the truck to his apartment free of charge and be done. 
  Once ********************** came to terms, he agreed and understood that he had more items and giant furniture he offered to pay $3000 but we refused to take that offer and again offered to bring everything back to his apartment at no cost. 
  Mr.  ********* didnt want us to unload everything back to his apartment because he was required to vacant the property by 06/30/24. In good faith, trying to help him, we agreed to do the move for $3200 which was much below the actual cost. 
  Mr. Dasanaike requested to have his items delivered by 07/01/24 and stated that the building would not allow deliveries on 07/04.Also ********************** knew delivery can take up to 21 business days.
  Our truck arrived in ******* on the night of 07/03 and notified **********************  that we could do delivery on 07/05 at 9 am (we know we cant do delivery on July 4th)
  ********************** called back and said that the building would not allow him to get delivery on 07/05 either and only on Monday 07/08/24 at noon, so we courteously kept his stuff on the truck for 3 days at no additional cost even though this would hold the truck back from being in route for 3 more days. 
   We value our customers and are dedicated to ensuring a positive experience. If there are any additional details or documentation required to further investigate this matter, please do not hesitate to contact us directly.
  
  Thank you for your attention to this matter 

  Thank you 

  Oded,G
  

  Customer response

  07/19/2024

   
  Complaint: 21958225
  
  I am rejecting this response because: I notified ***** with GM Van Lines who was taking inventory of the items to be picked up,that there will be two pick up locations:

  1. My apartment

  2. Rug and Homes furniture store.

  I also sent photos of the furniture that needs to be picked up before the move. This included two beds. The store dismantled the two beds so that it will be easier to move. There were no additional items. I have attached three files:

  1. The file that was sent to GM Van lines that included photos of the items to be moved. (See attached: Florida Inventory 6-12-2024.doc)

  2. I have attached an email from Rug and Homes (See attached: GM Van Lines Rug and Homes.pdf) that attests that what was moved from the store, matches the inventory sent to GM Van Lines. There were no additional items.

  3. Email conversations between GM Van Lines (*****), Dutch, and Rug and Homes (See attached: GM Van Lines - Emails.doc).

  Conclusion: There is categorical evidence that NO ADDITIONAL  items were moved.
  
  Sincerely,
  
  Dutch Dasanaike
  
  Sincerely,
  
  Dutch Dasanaike

  

  Business response

  07/29/2024

  Response to rejection of BBB complaint from Mr. ***** Dasanaike
  
  
  To his first point, we did not claim that ********************** did or didn't give prior notice of another stop. We stated that he included an additional stop, which he did, and was not charged any additional cost for it. 
  
  
  To his next point whether he provided photos or not, we still ended up picking up more items than the estimate provided. Also, pictures do not provide the size and dimensions of the large furniture that was picked up. Everything ended up taking up more than half of the space on the truck than anticipated. For example, he said that there were 11 large boxes and there were 18 at the end. There was also a weight bar that he added among other things. We have a list of the inventory that he provided and the list of items that were loaded on the truck (we have provided a copy of the inventory lists). 
  
  
  ********************** is also claiming to have paid $4400.00 which is false. He paid a total of $3200.00 and again we will mention how he was not even charged for the additional time that the truck was at a stop in route because ********************** delayed his delivery date from 07/01/24 to 07/08/24. 
  
  
  In conclusion, we have all the documents including the *** showing the total balance paid as well as the receipts. All documents were signed by ********************** and we went above and beyond to be as accommodating as possible to him. 
  
  
  Thank you for your attention to this matter. 

  Customer response

  08/07/2024

   
  Complaint: 21958225
  
  I am rejecting this response because:

  I never said I paid $4400. The original quote was for $2063.25. After loading the boxes, GM Van Lines went to the second location (GM Van lines was notified prior about a second location and there was no charge) and stated I have more items than what was provided in the inventory (The receipt for the total items purchased (already mentioned in the final inventory with GM Van Lines) at the second location will be provided at request) and demanded I pay $4400 which is more than twice the original amount. The original quote of $2063.25 was for 2751lbs. That is ***** tons! There new quote of $4400 was for over $5500 lbs! That is 5.5 tons, which is ridiculous! I was forced to pay $3200 under duress as GM Van Lines threatened to return the boxes back to my apartment and not to do the move. I was forced to agree to $3200 as I had to vacate the apartment on that day.

  As stated, there were ABSOLUTELY NO additional items. The rods they mentioned were already included in the inventory prior to the move (see attached final inventory). They are providing false information on the number of boxes that was moved. There were NOT 18 boxes as falsely claimed by GM Van Lines. There were only ********************* the final inventory (see attached photos of all the boxes). As to the delivery date, I requested 7/1/2024. They called me on 7/3/2024 and wanted to deliver on 7/4/2024 which is the 4th of July holiday where deliveries are not allowed by the condominium. GM Van Lines finally delivered on 7/5/2024.
  

  GM Van Lines also lost a table marble top which makes the table not usable. The table cost over $900. GM Van Lines didn't bother to make any attempt to recover the table top. They simply said file a claim. I did a month ago and I am still waiting for a resolution. The compensation provided by GM Van Lines for items lost or damaged is $0.60 per pound. GM Van Lines will most like pay me $15 ($0.60 x 25lbs table) for a table that cost me over $900 (receipt will be provided at request).
  

  Using GM Van Lines has cost me an additional amount of $2036.75 [Additional payment:($3200-$2063.25)+ Lost table: $900) over the original move amount. It is also mentioned on numerous web sites by clients who have used GM Van Lines that GM Van Lines have quoted an amount and increased it at the time of a move to force clients to pay more. This is their normal fradulent modus operandi.

  GM Van Lines need to reimburse $2036.75 to rectify this matter satisfactorily.
  

  Sincerely,
  
  Dutch Dasanaike

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired GM Van Lines to move my household belongings from for a shipment from *********** to ************ on 3.9.24. I asked **************** 3 time if this was a solo load for me and it would only take 1 truck with no transfers. He said yes. If he had said no I would have used another company. The price that I was quoted was increased and was told it was a full load by the Driver picking up my loads. GM van lines packed all my belongings. On the day of the pick up is when I am told my belongings were going to be transferred to another truck and not what I was told by customer Service when I set up the move (Lie #1) . Then **************** had told me several times that since it would leave day one (3.9.24) I should receive my furniture by it in ********* by 3.11.24 and it did not get to ********* (3.14.24) (Lie # 2). Then **************** told me many times the the minimum insurance was enough as it was a solo one truck deliver to ********* and I did not need additional insurance (Lie # 3) . My furniture showed up late and mixed with some one else's items going to ***. When the unload crew was taking my items I told them about items missing. To move the other items going to *** and se if the item missing was their. GM van lines person said no. The furniture was not only late but GM van lines lost/stole 2 items and damaged 10 items in the value of $5000 Estimate. Due to the amount and items lost/stolen this is negligence to the point the drive whom unloaded was blaming the loading crew of mis packing and handling my items incorrectly. As I was seeing the damage I called ********************* at Ext 1001 to complain and he said just fill an insurance claim. Insurance only wants to pay me $100 and GM van lines- ********************* offered me $200.I have moved 9 times and this was the worse. I would never use GM van lines. Pods works better than GM van lines.

  

  Business response

  05/24/2024

  Dear ****, 
  
  I am writing in response to your BBB complaint regarding the moving services provided by GM Van Lines to ************** from ** to *** 
  On 02/28/2024 ************** spoke with our **************** Representative- ***** about moving from ** to **. ***** explained the whole process of the move as it is explained to every customer. At no point, did our sales Department representative promise ************** that it would be only his furniture/belongings on the truck during the delivery in **. (please see the attached estimate e-mail with an explanation of the delivery period that can reach up to 21 days from the first available day, see copy of long-distance estimate).
  We always recommend purchasing additional insurance on top of our basic insurance.We regularly send all of our customers a link to the insurance company we know and recommend. It is untrue that our representative advised ************** not to take additional insurance. (please see copy insurance form which ************** declined additional insurance)
  Furthermore,it is the customers choice and decision to purchase the additional insurance. 
   On 03/09/ 24 our truck arrived at ****************** house at 9 am to pick up his belongings and finished the job at 8 pm. 
  On 03/13/24 at 9 am our truck arrived at ****************** house in ** and delivered his items (a three-day delivery from ** to ** is a very fast time frame for a 1500-mile trip). At around 11 am during the unloading process, ************** called our office, and he said that some items were missing. ***** explained to ************* that since the workers were only halfway into the job he should wait until the end and if he still couldnt find those items then he should call the office. 
  On 03/13/24 at 5 pm ************** called ***** again and complained that he had damages plus some items were missing. He threatened that he is a FEDERAL agent, and we better pay him what he asked for before he involved all of his friends (we have a recorded line with him saying that in case its needed).
  At that point, ***** referred him to the ****************** and he opened a claim.Based on the coverage of ****************** damaged items we offered him $72 (basic coverage is 0.60 cents per Lb please see copy of claim register log form). ************* spoke on the phone with ***** and out of good faith to satisfy him ***** offered ************** $200. ************** who was claiming to be a Federal agent started threatening saying he would use his power to take us down and demanded $5000. Upon checking, ************** is NOT a federal agent! ***** explained to ************** that identifying as a federal agent, threatening, and extorting is a criminal offense. We have all the proof of e-mails and phone calls recording of him making these statements.
   ************* filed a Claim Form and stated that his damages reached out to $2650, then he sent an e-mail to ***** requesting $3000. ************** sent a second e-mail demanding $5000 and on the BBB complaint, he claimed the amount to be $10,000. 
  Attempting to pose as someone you are not, and spreading lies wont work on us. Further after discussing this matter with our attorney, weve decided to file a complaint against ************** with the General Attorney. 
  This is a case of someone claiming to us to be a federal agent to try to extort us which didnt work. 
  GM Van Lines always tries to do everything to satisfy our customers. We work hard and go above and beyond to help and assist with everything we can. 
  If you need any other information, please contact our office.
  **********************
  

  Customer response

  05/28/2024

   
  Complaint: 21721963
  
  I am rejecting this response because: 

    When Items were damaged I rejected the $72; since damages and los/stolen items was due to GM negligence while packing all my items,  loss/stolen items was due to transferring my load form one truck to another which I did not sign up for as GM van lines said only one load would be taken directly to my new location.  I was specific as I had other bids for a single load on a truck with no transfers.  Several lies from GM

     Also the truck had 2 loads.  A second load to *** which the items were mixed in the truck.  When my items I saw missing I asked GM van lines to unload completely.  To see if my items missing were still int eh truck.  GM valines said no. Again negligence.

  At no time I told GM van lines I was a federal agent.  I did tell them that I was a Commissioned officer.  I told them I knew of several federal agents that I worked in active duty and were fraternity brothers from school.  I did so due to several red flags started showing up when they picked up my furniture.  from the truck's safety issue.  Also the second truck breaking down in ******* and per the driver the truck we not properly fixed. My load was 4 days late from what **************** told me I would receive it.  

    I told ********************* that I had worked with federal agencies due to work.  Since the 1990's I have worked with DOT and NTSB wit issues concerning logistics.  Attached is my resume which the owner of GM van lines reviewed through LinkedIn.  I told him/her the issue and said work with ********************* at GM van lines-  I doubt this is his official name as well.  What does this have to do with the damages and loosing/stealing my items.  ************* is for miscellaneous damages. 

  GM Van lines was negligent in moving and packing my items.  GM van lines lied that only a truck would pick up and transport to PA.  Also GM lied saying to me they had a recording which I asked for and they do not which is another lie.  If you review previous issue with GM van lines they are not truthful.  Also ask for the maintenance records for the truck that they drive over 3 states.  It is a rental and does not look properly maintained.  See if GM van lines share the recordings  or a letter form their 'attorney'  as I believe not being truthful.
  

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

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired GM Van Lines to move my household belongings from **************, *******, to *********, *********, in March 2022. The price that I was quoted was not honored. Once my household belongings were packed and loaded onto the truck, I was presented with a new price of $2,749.98 higher than originally agreed upon.. I was told by GM Van Lines that my household belongings would not be released to me until I paid the extra amount to them by cashier's check only (GM Van Lines does not accept credit cards, which I have learned is a RED FLAG). I realize now that I am the victim of an illegal BAIT-AND-SWITCH scam. Even worse, GM Van Lines is now demanding from me $2,749.98 times three, or $8,249.94, in Broward County Court in *******. According to the ************************* it is ILLEGAL for a company to demand three times the amount that it claims is owed.

  

  Business response

  01/04/2024

  This letter is in response to address the claim made by **************.
  ************** claims that she hired GM Van Lines for her move from **************, ******* to *********, ********* in
  March of 2022. The fact is that ************** initially booked her move through a broker (American Moving Solutions,
  LLC.) The job was then subcontracted to GM Van Lines by said broker.
  The broker gave ************** the original estimate based on a 52-item count. We accepted the job with that estimate,
  however, on the day of the move it was determined that there were 3 times the amount of items on the estimate. There
  was a total of 142 items at the final count. The ******* explained to ************* that the added items would require an
  additional charge. A new quote was established in the amount of $9010.48. ************** agreed to this consensus and
  signed the new Bill of Lading accordingly prior to the loading of her items. After making the arrangement she later
  called the office to complain and as a courtesy we gave ************** a generous discount of $800.00 which left her a
  balance of $2,749 due at the time of delivery. (COPY OF BOL) 
  Part of her claim states that GM Van Lines does not accept credit card payments, which is false. We accept all forms of
  payments and once her delivery was finalized ************** chose to pay with a **** of America **** cashier's Check.
  We accepted her payment and then once the check was processed we were notified that ************** had stopped.
  payment on the check. (copy of check enclosed)
  GM Van Lines then sent ************** a letter notifying her of the misconduct. GM Van Lines also contacted our
  attorney, *********************************, and they also sent demand letters to ************** informing her of the consequences if she
  did not rectify the situation. She ignored all correspondence and after 2 years without any response or attempt to
  remedy the matter, ****************** proceeded with the filing of a suit against *************. All proceedings follow the
  mandate of state law.
  ************** was given the notice and opportunity to avoid these proceedings, but she failed to comply and now we must.
  move forward with the motion.
  Respectfully,

  Oded,G 

   

  
  

  Customer response

  01/04/2024

   
  Complaint: 21076960
  
  I am rejecting this response because: GM Van Lines and its CEO *************** are falsifying the facts of the case, as I will prove in court.
  
  Sincerely,
  
  ***********************

  

  Business response

  01/05/2024

  All the documents we show here are the original and signed by ************* none of the documents are falsifying (including the bad check that she gave us) and we will prove it in court. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/27/23, we had hired GM Van Lines to move items from our unit in *********** to our home in ******, *****. We had paid GM Van Lines $320 to move the items on 11/27 for the anticipated move on 12/3. On the day of the move, they more than doubled the price of the original contract, even though they reviewed all of the items being moved in person prior to the move. On the day of the move, they required another $1,862, even though the original cost quoted in the original contract was $1,636. They would only allow us to give them a money order or wire transfer payment and not credit card, which was not how the took the initial payment/deposit. On the day of delivery, 12/12/2023, they delivered damaged items, including an expensive dining room table, which is not fixable, as well as a dishwasher, which the movers dropped from the truck and acknowledged they broke it. On 12/12/2023, they required another $1,790 to be paid with money order. My mother is sick to her stomach that we hired these movers, as they were so careless with sentimental and meaningful items that have been damaged and not worth what was paid to move.

  

  Business response

  12/19/2023

  Dear ****,
  
  
  
   Our truck arrived on 11/30/23 at ****************** apartment to pick up her belongings. Before the move, we explained to the customer that we could not disconnect appliances and asked that those would be ready to go on the day of the move. When our workers arrived at the customers apartment all the appliances were still connected to the electric panel. Our movers are not certified electricians, and we cant disconnect their appliances. We agreed to wait and postpone the move by one day until she had a professional who would come to her house and prepare the appliances ready to be picked up. We came back on December 1st as agreed. 
  
  Before we loaded those additional items, the ******* spoke to **************** representative in ***** and with ************** personally over the phone. He provided her with a new price that included the additional items which she agreed to and gave him the okay to load everything and to add those items to the new estimate.
  The next day **************** son, *************************, called our office and spoke with *****. He was very aggressive and yelling about the price that his mom agreed to pay. ***** explained to him about the additional items, but he was still not happy.
  ***** was considerate and offered to bring those additional items back to ***** at NO ADDITIONAL COST. He disagreed and said that his mom doesnt own the apartment. ***** tried to further assist by offering him 3 weeks of FREE storage and by the end of the 3 weeks he could come and pick up the additional items still free of charge. ************** was still dissatisfied and very aggressive. At that point, ***** transferred the conversation to the owner **********. ********** discussed the issues and agreed to give a discount on the price and to ship the items to **. 
  
  
  
  

  Customer response

  12/19/2023

   
  Complaint: 20998374
  
  I am rejecting this response because:

  What GM Van Lines is stating is not fact and they are misconstruing the truth. The concerns raised are not over the the price of the move. I agreed to the price after they misled us and forced us into paying their updated price. 

  1. They had sent a representative to the unit to look at the contents being moved. Upon arrival, they added additional fees, such as the distance the items needed to be moved, but again, while this was extremely misleading, this is not what I am contesting.
  
  2. When I spoke with ***** from GM Van Lines on the phone, he became very short-tempered with me and irate because I was questioning the fees associated with the move. Contradictory to what GM Van Lines mentions below, ***** threatened to return to items to the building, which we no longer occupied (I am guessing to leave the items in the front of the building) at my cost, not at No Additional Cost, as they falsely state below. In fact, I have included an email from ***** which he states this in Exhibit A. He mistakenly says "and email me the price", which he meant to say "email you the price." Even on a conversation over the phone, he was yelling at me and said I will pay to have them drop everything back off from where they picked everything up, which I had to plea with him and beg him not to, which is when I reached out to their ***. 

  No discounts were ever extended by the *** of the company. I had simply reached out to him to act as the main point of contact due to *****'s aggressive temper and my concern for our valuable items with *****'s oversight. 

  3. GM Van Lines claims that my mother had signed a document waiving any additional insurance on the items, which is not true. My mother never signed anything, and I had told GM Van Lines several times that all agreements must be signed by me and all payments must be received by me. If you look at attachment vj_000567.pdf, this is not my mother's signature, nor mine, yet they claim my mother signed this. In addition, if you look at the Signed GM Van Lines *********** ****** attachment, no waiver for the Full (Replacement) Value Protection was made because a waiver or Full Replacement Value Protection was never even offered to us. In fact, they used my signature from another deposit acceptance form during the process to insert it in the *** document/agreement. 

  4. All communication has stopped with GM Van Lines because *****, once again, became irate via email, per Exhibit B, and has threatened to *** me and even said "I look forward to see you in BROWARD COUNTY COURT HOUSE".

  Based on the above, I would like to hold GM Van Lines responsible for replacing the dishwasher and table they broke, with an estimated value of approximately $6,000 USD.

  Thank you for your attention and consideration to this matter.

  My Best,

  *********************

   

  

  Business response

  12/20/2023

  Unfortunately, we disagree with this response, as we stated before.
  
  2. After going back and listening again to the recorded conversation that we had with ************** it is clear that ***** offered to send back ONLY the additional items from our warehouse to the apartment in ***** at no charge. ***** also offered him a time frame of 3 weeks of FREE storage, and he would be able to come and pick up ONLY the additional items from our warehouse. Then, ***** additionally offered to return everything to ***** and change the move to a local move and charge based on the local move pricing. 
  (the recorded conversation is available if needed)
  3. The customer claims that he never signed the Bill of Landing:  We e-mailed ************** the Bill of Landing 3 days before the move and asked him to sign which he did and e-mailed the documents back to us on 11/28/2023 11:46 (attached on the bottom is the Bill of Landing signed). **************** representative in ***** signed all the paperwork on the day of the move.
  4. The customer claimed that ********************** never offered him to purchase additional insurance.
   Please check below the e-mail we sent him with the option of purchasing additional insurance.
     ********** to all our customers. So additional insurance was 100% offered by us. We offered the additional insurance twice: first time it was offered when we gave him the estimate before the move and ************** denied it, and again we offered it on the pick-up day but **************** representative in ***** chose the basic **** per lb. insurance.
  (please see attached a copy of the insurance policy)
  5. The ***************** e-mailed ************** the necessary papers to file a claim. All he needs to do is correspond directly with them via email. Once all the documents have been filed with the claims department, they can process his claim. 

  Customer response

  12/27/2023

   
  Complaint: 20998374
  
  I am rejecting this response because:

  GM Van Lines is lying and did not provide the information they are suggesting they did. They saved these documents/files to their local drive, printed, and scanned the document, but it does not prove that this was ever emailed nor signed by me. The signature shown on the document is neither my mother's nor my signature. 

  As far as the remedy for the damage caused, their insurance will provide pennies on the dollar of the value of the items damaged. 

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

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted GM Van Lines on August 28th. I spoke to a man named ****** who told me that in order to hold the reservation at the price quoted, I needed to pay a deposit of $678. No other company I spoke to asked for a deposit up front like ****** did; but he assured me that if I decided to cancel, the refund would be posted immediately. After I spoke to several other companies over the next week or so, I chose to go a different route and called GM Van Lines to cancel my reservation. ****** was very upset, but after much arguing he finally said he would process the refund and it would take 10 business days to post. After waiting for over 15 business days, I called the company and spoke to ****** who informed me that the job had never been cancelled and I was still scheduled for pickup on the specified date. Not only that, but if I were seeking a refund, it should have been posted immediately and not 10 days later like ****** had said. She contacted her boss, ****, who posted the refund the very next day (Sep 26). At this point, I thought the ordeal was over.The refund sat as a pending transaction on my credit card account for 4 or so business days before mysteriously disappearing. I called Chase (my credit card company) who told me that when a transaction disappears like that it usually means that it was cancelled by the issuing company. I called GM Van Lines and spoke to ****** again who called Oded and called me back to say that he said no such thing was possible on their end. So I am left to sit here wondering where the transaction went. Dealing with this company has been a nightmare. ****** was pushy, disrespectful, deceitful, and patronizing in my dealings with him; and he was especially disrespectful and angry during my first attempt to cancel the deposit. ****** and **** seemed upstanding at first, but the fact that I am still dealing with this debacle means that they are either lying to me or ineffective at their own company against ******.

  

  Business response

  10/03/2023

   I spoke with ************** on 9/26 and immediately did the refund for him including providing him with the receipt for the refund. He told me he saw it pending in his transactions. Yesterday 10/2 he called and said the transaction had disappeared from pending and that ********** told him we may have canceled the refund. I assured him that was not true, and the refund had never been canceled! I told him to wait till Wednesday 10/4 and if he still doesnt see it to call me again to do a 3-way call to ********** (we both use Chase) and we will find out what is going on with this transaction. 

  Today 10/03, we received a BBB notice of complaint that is 100% untrue and unfair!!! I tried to call him to see what the issue was and to call ********** together to figure out the problem but also wanted to explain to him that in some banks when you do a refund the refund will show on the original date of the transaction (8/28) and I am sure if he looks correctly and checks that date he will see the refund there and if it is not, I am more than happy to call the bank with him and find out the issue. 

   I texted him asking to check the statement for 8/28 and if he still doesnt see it, call me so we can figure it out.

   I am 100% sure it is not on my side as the refund has been processed and was never canceled. Ill attach a copy of the refund from 9/26 and request that this complaint be removed completely from the record and not just be closed in the system as it is unfair and not a valid complaint on his behalf. We have done our part and are still trying to be of further assistance in resolving this matter. 

   Thank you,

   ************

   GM Van Lines Inc.

  Customer response

  10/04/2023

  ***** has now rectified the situation and the amount has been applied to my account; though I am unsure why there was a period of several days with no available transaction record on their side and both companies shrugging their shoulders at me on either side.  I apologize for my frustrations, but I stand beside my conviction to take matters into my own hands to retrieve a significant amount of money from a company that treated me with such brash discourtesy and patronizing condescension--especially after ******** disrespect and stunt with the original refund.

*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. ↩