Complaints

• Initial Complaint

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  The business picked up furniture and was suppose to deliver it to my parents. It’s almost been a year and they have not received it. No one has contacted me and I’ve emailed them several times. I paid for services and they did not deliver. The items they picked up are over 10K. Please assist me.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  List provided of lost stolen and damage items from the move. 8/14 my laptop and was stolen while 3 were loading my items. 9/2022 the truck wrecked and out items were damaged and lost. The communication was horrible and they were very rude. 9/14 were received our items and some lost and damaged. I am now not able to contact we pack vanlines from Texas

• Initial Complaint

  10/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  WePack Vanlines picked up my furniture on July 16, 2022, and as of October 31, 2022 has failed to deliver my furniture. They cannot, or will not, give a clear answer as to where my furniture is or when I will receive delivery. Supposedly 5 trucks have broken down on them, and when they do answer the phone, they do not have any answers other than "expect a phone call by Friday". The phone call never comes.

  Business response

  01/18/2023

  Consumer Response /* (3000, 30, 2023/01/04) */ They seem to have changed their web address to wepackvanlines.info but are still operating with the same phone number and US DOT numbers.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a scam. They are extremely rude and unprofessional. The manager lied on my father and I several times stating we were unresponsive yet on moving day she informed us that we have been rude to her. We paid a deposit of 734 and a second payment The movers were suppose to arrive between 10:00 am -12:00 pm. However, they arrived at 3:00 pm and did not render any services. My dad paid a deposit and I paid the second payment the day before the movers arrived. One the movers arrived it was a constant argument because they arrived late, told me my boxes were too heavy and tried to charge me an additional 300. We have an elevator. When I refused to pay the additional money because I wasn't originally informed of this payment. The driver took two of my boxes went to the car and called the other workers to leave . They left without rendering any services and attempted to extort me by stealing my items. They also refused to refund our money even though no services were rendered. To prove services were not rendered upon completion of the job they did not receive the last 555.00 for their services. They informed me that in order to retrieve my items I had to pay them. Therefore, I am writing several reviews and had to file a report against them. Save your money . Go with u- haul.

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/10/21) */ Customer was an onsite refusal, per the original broker. The complaintaint ****** ***** was listed as the receiver on the contract at the destination. At the time of pick up Ms. ***** became aggressive, snatched one of the movers phone from his hands and pushed him. Her father was on the phone with her and the phone was on speaker and he stated, "tell them ******* to leave." Immediately our office was contacted and we reached out to the broker. The customer had more items than they agreed to in the original estimate. This was explained several times to Ms. *****, that if the situation continued to be hostile our movers could not stay on site. Management attempted to speak with her father and he was argumentive and disgruntled. Attached is a video that shows her over sized boxes and poor packing. The audio shows evidence of her cursing and being rude to the staff on site. Also pictured are the text messages to Ms. ***** in effort to get a response from her prior to pickup and the day of service that she would not answer her phone. The only scam here is a customer that wants service for free. Consumer Response /* (3000, 7, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is incorrect information. I did not refuse services and the refusal information was not in the original contract that was signed on 9/27/2022. We attempted to contact Tam with We pack van lines on several occasions and when we couldn't reach them I left several messages for the broker with America Moving ( ******** phone). Once I was able to contact we pack van lines they changed the move date several times from Monday to Sunday (10/17/2022 to 10/16/22). In fact when the movers arrived they were over 2 hours late ( scheduled between 10-12pm and arrived at 2:30 pm) and the driver informed me that he just got the job on 10/16/2022 and that he was attempting to do damage control. They didn't event book my services yet. The entire time the movers were in and out of my apartment several times and without doing anything. The driver informed me that he was on the phone with his boss at We pack Vanlines. We have cameras all throughout my apartment building. It was 3:30 pm on 10/16/2022 and I was informed by the movers that my boxes were too heavy and I had to repack them or they would charge me. Mind you, both my friend (who was my apartment) and I are women and we could left the boxes. As we are repacking the boxes the driver left my apartment, called the other workers and left without telling me. I only know this because my friend went check and again we have cameras in the hallway. Then the company attempted to extort me for 300 claiming my apartment was to far from the loading areas (we have elevators). Next I found out that two small boxes are gone and the company tried to extort me again and informed me that I need to pay them in order to obtain my items. As far the company, specifically, Ms. Tam (we pack Vanlines) experiencing difficulty contacting me this is not true. I have included a text showing this . We I contacted Ms. Tam she informed me that she has my number saved and she meant to call me but she was busy. The company also has my dad phone number (he is on the contract) and she would call me on three way. He did the same thing with the broke (Brett through Americas Moving). Ms. Tam also spoke to me on 10/15/22 and called America moving customer service on three way (this called was recorded by Americas Moving). Also, they are stating my deposit isn't refundable but we paid 734 for a deposit and 555.58 (second installment payment if they arrived and completed the job. This is in the contract) on 10/15/2022 this was the second installment and they were only suppose to keep it if they completed the job. The company would receive another 555.58 once arrived at their final destination (New Orleans) and completed the job . Obliviously, services weren't rendered so they did not receive the final 555.58. However, we are still missing $1289.58 from a company that was late, didn't rendered any services, and tried to extort us for more money. Lastly, if you look at the reviews on Google, and better business Bureau you will notice this is a constant theme and they scammed several people . This extremely bad service , they were rude, late, didn't render any service and tried to extort me for more money. I had to hire another company in order to move my items quickly, the new movers were cheaper, didn't complain about the boxes , or the location of my apartment but I lost out on additional money due to we pack vanlines. Therefore, WE PACK VANLINES is scammer. I have attached the original contract, receipts, text, and other reviews from both better business bureaus and Google. I will also be writing a review to budget (how we found them), America movers (Brett was the broker) and filing a report since they are holding my items (extortion). Consumer Response /* (3000, 10, 2022/10/25) */ ***Document Attached*** This is additional information to add to the attachments that I submitted previously. The company stated they couldnt get in touch with me yet we also communicated via email (my dad and the company are cc'd on the email.) The company's now trying collect an additional amount through PayPal when they admitted they left the job. Please see attachments. They are scammers. Other consumers wrote they are scammers on yelp, better business bureaus, and Google. This is for BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Business Response /* (4000, 12, 2022/10/27) */ The customer attempted a dispute, that we WON based on the same facts that we have shared here! We submitted videographic and photographic evidence for the BBB as well. The only way this person will feel justified in her behavior or actions if we keep playing the ARGUING game with her, which will do NO FURTHER! Please review the video and see the vulgaritaries and unsafe environment.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  That company have caused emotional damage to me and my family. I have never in my life was so disrespected. They have never followed through on anything that was said in the contract. Whenever I called to inquire about anything I was given an answer with an attitude and was threaten several times that my transport will be canceled. I had to take days off from work due to the stress I was put through. On top of that I was charged additional $1.000.00 upon arrival of my damaged transport for things that are clearly said in my contract that are free of charge like an Elevator fee. This is just clear theft. Most of my Furnitures are broken and I am missing a Footboard for my bed so I cant put my bed together, my mattress is completely ruined, and 5 of my boxes with clothes, shoes and Family pictures are missing. They should loose their license.

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/10/21) */ Customer did not have a contract with our company. This customer is a mutual customer with a moving broker. This customer moved more items than estimated. Upon delivery customer wanted the movers to walk over 500 feet from the truck to her front door. Which was located an additional 126 feet from here elevator. She was not charged for an elevator. She was charged for "long carry". At the time of delivery, customer was argumentive and behaved very rudely towards the movers. Our office attempted to resolve any questions she has had but she refuses to let us assist, "I'm filing complaints with the BBB, I'm filing a lawsuit". This was her last remark.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Contracted this sub-par moving company to pick up my items on 7/11. They showed up on 7/14 with no communication at 11:00 pm and finished the move on 7/15/22. After being told they would take 5 days to deliver my items, I called on the 5th day for a status update after hearing nothing. The representative didn't like the way I asked "Where are my items" and proceeded to yell and delivery sub-par professional service before hanging up on me. I called back to speak with someone else and she continued to yell while I was on speaker phone then hung up again. 7/22/22 I receive an email stating We Pack will no longer deliver my items and I need to pick them up. When I asked for the address they refused to provide it and said it was confidential. THEY ARE HOLDING MY ITEMS HOSTAGE.. 7/23/22 I receive a call from Doug their "GM" who threatens me with violence, sabatoging my items so that I will never see them again, sending them to Seattle (Across the map from my move) and I HAVE ALL THIS RECORDED!!! We pack then continued to say they would deliver my items and each week they do not meet their committment. First it's truck issues. No they've contacted a 3rd party company and won't tell me who they are?!? We Pack has stopped answering my emails and calls. It is 10/3/22 and THEY STILL HAVE MY ITEMS. ALMOST 3 MONTHS LATER. I have filed a police report for grand larcony theft. DO NOT USE THIS COMPANY AT ALL COST.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/05) */ This customer has sent several text messages to one of the managers due to the rude behavior of his brother. His brother presented an "I want my way NOW attitude", after attempting to portray his self as the customer, he was told if he kept antagonizing and being nasty to our office staff he would need to make arrangements to pick up his items. Once speaking with Mr. ******** (the original customer) he shared his grienvances and apologized on behalf of his brother. His delivery had been delayed due issues with back ordered parts for his shuttle vehicle. After being told that we would not be able to make repairs for an estimated 30 plus days we enlisted an outside agent. Mr. ******** was sent several emails with this information that he later admitted to recieving on a recorded phone call. Only to state, "OH YES, I SEE THE EMAIL, I DID NOT OPEN IT BECAUSE I WAS UNSURE WHAT IT WAS FOR, AND I WANTED TO SPEAK WITH SOMEONE." He was also told by one of the office agents before reacting in a drastic manner he should have read his emails and he would have had the information that he yelled over the phone requesting.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid 2245.97 so far with WE PACK VANLINES. They were scheduled to pick up our things to move from TX to AR on 8 29/22 between the hours of 4pm-6pm, didn't show until almost 8pm. The Foreman right away was frustrated that furniture wasn't wrapped and the boxes were a different size than on the invoice, when earlier in the week my husband and I tried to contact them to update the with the list w/o any response. They came unprepared w /o tools to take apart bedroom and w/o furniture rollers and took apart my electric sofa and loveseat and hauled it out on a dolly. After adding almost 1500.00 to our move. Had to go and get an additional money order and still to this day,9/19/22, can't get in contact with them to get my updated invoice or schedule my furniture moved to a different location. They are holding my furniture Hostage in order to get another month's storage fee.

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/20) */ Customer's husband has been advised to provide a address for delivery as of 9/19/2022. This has yet to be completed. Mrs. ****** was intoxicated during the time of her pick up, the moving team walked on egg shells during the time of her pick-up due to her verbally acknowledging that she recently visited her husband with a handgun. Mrs. ****** asked the movers to pull her reclining sofas through her door without taking them apart. The movers advised her that this was not typical or in the best interest of either party. Mrs. ****** informed the movers that she didn't want to loose her warranty on her furniture if her sofas were taken apart. All of our customers are given a copy of their bill of lading at the time of pick-up.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved from Texas to Michigan on May 12, 2022. I hired Budget Van Lines to do my move and they subcontracted with We Pack Van Lines. They showed up a day late with a box truck. They loaded my stuff but couldn't guarantee a date that I would receive my items. I paid 2/3 of the fee and the rest they would receive upon delivery. They did deliver my items on the day they said at 9:00 pm. They would not unload the boxes off the truck until I paid them the remaining amount in cash. They brought in damaged boxes; every single piece of furniture was damaged or broken and they lost 11 of my boxes. They also tried to give me boxes that weren't mine and paintings too. I have done everything they have asked me to do to file a claim and get it settled but all I get is "We are short staffed so I can't tell you when your claim will be settled". They are rude, unprofessional, liars and in my opinion thieves. It has been 4 months and no sign of any of my missing items that include but are not limited to my children's baby bracelets from the hospital, my jewelry and some of my deceased husband's things. If you need to move, I suggest you not hire them or budget van lines because they do not stand behind their services.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I hired moving APT to move services, at a quoted price of $2700. Carrier hired (We Pack Van Lines) packaged all items, with no additional requests. Upon delivery, I was upcharged >~$500, and told I had to pay in cash in order to receive my belongings. I paid, notifying both parties I would be seeking legal redress...as I did not sign anything agreeing to additional fees. Broker then provided document signed by me, which had charges added on AFTER I'd signed. I have a witness to the signing event...at which point the document I signed had the amounts I'd paid at reservation, and at pickup. No additional fees were discussed until AFTER I'd signed the form noting what I had already paid. Once pickup driver mentioned fees, I asked that he have his superior contact me for clarification. Shipper in fact charged me more than $500 above what I asked for or agreed to. Lastly, after I begrudgingly paid the fees to receive my goods, shipper had failed to include all items retrieved from original pickup.

*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. ↩