Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired DTM Van lines for our 9/3/24 move, disappointed as it was not a professional move to say the least! We disassembled 4 rooms, etc. so should have been a simple move!! Movers were late on arrival and took their time on our $. One of the workers told my son if he would help they would get things done faster, so my son started helping, until we noticed and we shut that down immediately, also found out the same worker exchanged his instagram and said he would ping my son about a summer job. Creepy!! They damaged our refrigerator doors (pics provided), didnt hook up our washer but made it look like the hoses were on, we ran it the night of our move and it flooded our floor (video provided), then little did we know they acted like they assembled our master bed, but in fact underneath it was not assembled causing our bed to slowly break!! The worker reached out to my son on instagram stated they didnt split the tip. Really creepy!! We reached out to the manager *****, explained what transpired. The worker again reached out to my son and said they fired him. We reached out yet again to *****, he said the worker didnt get fired.. seems the worker was scamming us while there. The manager then stated to request a claim for our refrigerator and flood. which we did. We had traveled Sept/Oct for our sons college football games, work and wasnt home to sleep much in our bed. In late Oct we noticed issues on my husbands side of the bed and thought it was our mattress so turned it. Then it progressed in Nov., we lifted our bed and it was damaged from not being assembled from our move (pics provide) I reached out to the company, ****** **** up on me, then called back and spoke to *****. He then proceeded to say it was over 4 months (which is not the case) and he couldnt help us. So we have yet to receive any reimbursement for our other damages, our King bed is now broke. They hid things, now were left with a mess. ***** needs to be held accountable and provide a solution.

  Business response

  01/15/2025

  The claim has been acknowledged and multiple managers have updated *** and Mrs. **** on the settlement payment. The payment is being processed and hope to close this claim immediately 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We entered in a binding agreement to resolve some broken merchandise after this company provided moving service 6/2023. I keep calling and get the run around or the secretaries states the owner is not in. I have attempted the reach the claim owner ******* ******* but when reviewing the business there is not indication he's is the actual owner. The DTMovers went bankrupt and now it states DTMvanlines so this is confusing. He claim to pay for the repairs of an 1800 stove and 75'' inch tv. He agreed to pay me back for the repairs, he was doing okay then stopped. I reached out to him several times and said his zelle is maxed out and will pay when possible. I am requesting for the full amount to be paid back in the amount of 2500 including my time in trying to resolve this issue.

  Business response

  09/10/2024

  ********************************* does not have a claim or a customer under ******** ********. We pulled back last year's records, and no moving service was ever provided to ******** on June 2023, therefore, there is no record of an existing contract. If necessary, we can provide proof through our scheduling system in which dates back to last year. We are not bound to ********, unfortunately, the customer will have to reach to that company/ managing team/ owners as it is not the same company. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a hot tub on July 17th 2024. I hired DTM Vanlines to move my hottub from the store to my residence. While delivering my hottub to my home, their employees/hired help damaged my property (the hottub) when they tried to get it through the gate in my back yard. They ran my hottub into my brick retaining wall breaking a chunk of porcelain off the tub along with many scratches to this area as well. The delivery driver/ employee/hired help phoned their company/office making them aware of the damages. I was made to pay for the delivery (including extra time due to the time it was taken them to get the tub through the gate). I was told I would receive a receipt for payment (to include the contract) witch I never did. Since then, I've reached out to this company via email requesting a copy of my moving contract, a final payment receipt and the name and phone number to their insurance company so that I can file a damage claim. I have yet to hear back from them. Today I reached out to them again requesting the same information and informing them, I will be reporting them to the BBB and filing a small claim lawsuit against them if I don't receive their insurance company information. I still haven't heard back from them.

  Business response

  07/27/2024

  DTM Vanlines provided a moving service to relocate the customer's hot tub. She received a quote, in which clearly states it's an estimate not a guaranteed price. She was made aware of it upon booking and knew the incremental rate after the quoted hours. We understand accidents and damages occur during the moving process and offer a resolution to every customer whether they file a claim or request a discount. Keeping our customers satisfied during and after the service is one of our top priorities. This particular case wasn't any different. We reached out with a claim form to be filled out, however, were threatened with a lawsuit claim in response. The manager discounted 45 minutes off her initial contract. The crew provided her with FREE labor for over an hour after her contract had been closed. And even then, we continued received threatening emails of lawsuit claims and bad reviews on ******* The initial estimate she received states "The estimate above reflects the minimum valuation of .60 per item per pound included. Additional valuation options are available upon request." Based on a signed contract, the customer agreed to minimal liability coverage which states "I agree to minimal reimbursement for lost or damaged goods. I understand and accept that I will be reimbursed for lost or damaged goods at a minimal amount not exceeding sixty cents per pound per article." So the company proceeded accordingly. We tried handling this case like every other claim, however, she made it almost impossible to talk to. She constantly used profanity language and verbally harassed the company representatives including managers. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I scheduled a move of my furniture with DTM Vanlines on 7/28/2023 from ************ to ****** ****. I was told that the whole move will cost $4000.00, although that amount was never sent to me in writing, and I was requested to pay a deposit of $100.00 to book the move and a $ ******* after pick up. I waited for an invoice to be emailed to me and I received it on 8/7/2023 after requesting for it as I wanted to make sure I received my *****************. They sent me an invoice of $ ******* of which I paid on 8/8/2023. At time of booking which was done over the phone, I was told that it would take 2 weeks for my furniture to be delivered. Today is 11/09/23 and I have not received my furniture yet. Around the last week of August I gave them a call and the gentleman I called literally screamed at me over the phone saying that I had not booked a delivery date with them. I later received a call from a lady called **** who apologized to me and said we can schedule another date of delivery. They gave a date for the end of September of which I told them I could not make it as I was going out of the country, The next date was set for November 1-3 , I received a call from a gentleman on 11/2/23 saying that there trucks where running behind and will deliver on 11/06/23. Today is 11/09/23 and my furniture has not arrived

  Business response

  12/12/2023

  ********************* scheduled a service with us to relocate her **** to **** with an estimated price range between $4,400 and $4,800 as it clearly states on her estimate and contract. We reached out to deliver her load a week when she was unavailable and were told she would reach back to us. We were very consistent with our updates and she was aware of the situation. The ** at DTM VL provided her with the outmost respect and offered her a discount for the inconvenience of the late truck arrival. She received her load in full, and delivered the best experience we possibly could 

*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. ↩