Moving Brokers
Providence Van Line IncorporatedFind BBB Accredited Businesses in Moving Brokers.
Information and Alerts
Alert Details
This business has 2 alerts.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints alleging customer service and billing issues. Specifically, consumers allege that they received a quote from Providence Van Lines based on their inventory; however, on the day of their move, the contracted moving company quoted a significantly higher cost, alleging the inventory had increased. The cited price increases identified in customer complaints range from $1200 to $12,000, a 60 to 80 percent increase over the original quote. Consumers report that if they refused the price increase, they were told their move was canceled and would result in a loss of their deposit.
BBB sent correspondence to the company via email on January 25, 2023, seeking information on what the company is willing to do to help eliminate the cause of complaints. Later that day, David S. Lee, who identified himself as the company's legal representative shared the following response:
"Providence performs over the phone estimates according to inventory items provided by their customers. Providence guarantees that if the customer provides an accurate list of goods to be shipped, that the customers price according to the volume accrued within the transport trailer will not change even if that volume exceeds the list of goods they provide. The problem is that when we send out a crew, many times the customer has more items than they disclosed over the phone. We, of course, give them the option of shipping the list of goods they provided at the guaranteed cost, or we give them a revised quote to ship the whole of their goods. The choice is up to the customer."
At this time, BBB does not find that the company's response has addressed the patterns within customer complaints. BBB will continue to monitor the company's file.
Licensing
On 06/05/2023 the US Dept. of Transportation-FMCSA revoked the license of Providence Van Line Incorporated. BBB encourages you to contact the following agency or agencies to confirm this information: - www.fmcsa.dot.gov - 8008325660
Important Information
Customer Complaint
BBB files indicate that this business has a pattern of complaints alleging customer service and billing issues. Specifically, consumers allege that they received a quote from Providence Van Lines based on their inventory; however, on the day of their move, the contracted moving company quoted a significantly higher cost, alleging the inventory had increased. The cited price increases identified in customer complaints range from $1,200 to $12,000, a 60 to 80 percent increase over the original quote. Consumers report that if they refused the price increase, they were told their move was canceled and would result in a loss of their deposit.
BBB sent correspondence to the company via email on January 25, 2023, seeking information on what the company is willing to do to help eliminate the cause of complaints. Later that day, David S. Lee, who identified himself as the company's legal representative shared the following response:
"Providence performs over the phone estimates according to inventory items provided by their customers. Providence guarantees that if the customer provides an accurate list of goods to be shipped, that the customers price according to the volume accrued within the transport trailer will not change even if that volume exceeds the list of goods they provide. The problem is that when we send out a crew, many times the customer has more items than they disclosed over the phone. We, of course, give them the option of shipping the list of goods they provided at the guaranteed cost, or we give them a revised quote to ship the whole of their goods. The choice is up to the customer."
At this time, BBB does not find that the company's response has addressed the patterns within customer complaints. BBB will continue to monitor the company's file.
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