ComplaintsforSafe Van Lines LLC

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! I used Safe Van Lines to ship my stuff in my move from ** to **. Upon arriving they lost my $350 vaccuum (it was never delivered to me) and they damaged some of my things and never assembled any of my items they disassembled even though they said assembly comes with the price. I reached out and they had me file a claim for damaged and missing items. Now weeks later, I have emailed them 3 times requesting an update. No one will respond or email me back. They told me that things I packed myself would not be covered so i used hard plastic bins to pack my stuff. When arriving the movers somehow managed to destroy and crush the hard plastic bins which resulted in my things getting damaged. I believe it should be covered in this case as if they did not break and crush my hard plastic bins under too much weight my things would not have been damaged. I just want reimbursement for my $350 shark vacuum they somehow lost. I cannot get ahold of anyone and I have no idea how to get information on my claim. These movers are TERRIBLE! I have shipped my things across states before and never had this happen.

  

  Business response

  10/08/2024

  We extend our sincere apology to Ms. ******** for the issues she experienced during her long distance move with our company from ******* to ********. At Safe Van Lines, we strive to provide excellent service to each of our customers throughout their move process. We are saddened to learn we fell short of that **** during Ms. ********** relocation to ********. We take every customer experience seriously, as we do each complaint, because we truly care about our customers and the service we provide to our community. We are grateful to Ms. ******** for her business and for this valuable feedback, as it allows our company the opportunity to identify areas where improvements can be made within our operations, to eliminate points of frustration, and to enhance our customer experience. We would like to inform you that Ms. ******** has accepted the monetary offer that our company made to her in good faith to resolve this matter amicably. At this time, we are just waiting for Ms. ******** to provide us with her mailing address so that we may process her payment. We would like to thank Ms. ******** for her patience & cooperation as we worked to resolve this matter. If you have any questions, please do not hesitate to contact our office.
  Sincerely,
  Customer Care Team
  Safe Van Lines

  Customer response

  10/21/2024

   
  Complaint: 22256792
  
  I am rejecting this response because:

  I have nothing good to say about this company. They damaged several items but first of all they completely lost and never delivered my $350 shark vacuum. They only offered to cover up to $150 for damages and the vacuum which is only half of the price i paid originally for just the vacuum. I signed the paperwork and am currently still waiting for something in the mail. They did not cover any damaged items even though if the movers did not destroy my moving bins which i now cant use for future moves my things would not have been damaged. No one ever got back to me about why they did not assemble anything at drop off even though they were supposed to. Its been a struggle to get anyone to respond. I signed the paperwork for the $150 because i am tired of dealing with this company and ready to move on. I know for future moves ill never ship my things again. Experience 0/10. 
  
  Sincerely,
  
  ******* ********

  

  Business response

  11/01/2024

  We are writing to inform that the agreed upon payment for Ms. ********* claim settlement was mailed out to Ms. ******** on Friday, October 18, 2024, soon after we received her mailing address. The payment amount was calculated based on the Standard Valuation Coverage option selected by Ms. ********* though our office elected to exceed the required payment amount, as a goodwill effort to amicably resolve this matter. We understand the impact of the missing vacuum and damaged plastic bins. Once again, we sincerely apologize to Ms. ******** any inconvenience this has caused. Throughout this process, our office has maintained communication with Ms. ******** and we have worked diligently towards an amicable resolution. Our policy prevents our movers from re-assembling certain items such as baby cribs, toddler beds, and bunk beds, due to liability considerations, though we strive to ensure that all standard furniture items dis-assembled by our movers, are also re-assembled by our movers, as part of our service. We value Ms. ********* feedback, as it provides our company the opportunity to refine our processes. While we regret falling short of providing a perfect moving experience for Ms. ********* we do sincerely appreciate the opportunity to resolve the claim, and we extend our sincere apology to Ms. ******** for any frustrations she experienced during her move with us. Should you have any additional questions, please do not hesitate to contact our office.
  Sincerely, 
  Customer Care Team 
  ********************
  

  

  Business response

  11/01/2024

  We are writing to inform that the agreed upon payment for Ms. ********* claim settlement was mailed out to Ms. ******** on Friday, October 18, 2024, soon after we received her mailing address. The payment amount was calculated based on the Standard Valuation Coverage option selected by Ms. ********* though our office elected to exceed the required payment amount, as a goodwill effort to amicably resolve this matter. We understand the impact of the missing vacuum and damaged plastic bins. Once again, we sincerely apologize to Ms. ******** any inconvenience this has caused. Throughout this process, our office has maintained communication with Ms. ******** and we have worked diligently towards an amicable resolution. Our policy prevents our movers from re-assembling certain items such as baby cribs, toddler beds, and bunk beds, due to liability considerations, though we strive to ensure that all standard furniture items dis-assembled by our movers, are also re-assembled by our movers, as part of our service. We value Ms. ********* feedback, as it provides our company the opportunity to refine our processes. While we regret falling short of providing a perfect moving experience for Ms. ********* we do sincerely appreciate the opportunity to resolve the claim, and we extend our sincere apology to Ms. ******** for any frustrations she experienced during her move with us. Should you have any additional questions, please do not hesitate to contact our office.
  Sincerely, 
  Customer Care Team 
  ********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 21, 2024, I went under contract with Safe Van Lines after speaking with ****, who presented to me a price of $2,774.00. **** also reassured me that I was covered up to $10,000 for lost or broken items. **** stated that one of the benefits of using Safe Van Lines as opposed to another company is that the merchandise stays with the company on their trucks and does not get moved once it is loaded. As I got closer to moving day, I was contacted by the manager **** to go over the itemized list and make any pricing adjustments accordingly. At that point, **** quoted me at $2,933.70. Both **** and **** knew I had a Peloton to move in addition to me moving from a house to an apartment complex. When the movers came on 02/10/2024, they informed me of an additional charge for moving the Peloton, which was never discussed prior. After going back and forth with the company about when my belongings would be delivered to my new address because they didn't know, it was finally determined that they would be coming on 02/21/2024, in an 18-******* truck, which would not fit in the apartment complex. This was not the truck that picked up my belongings. A 26-foot moving truck did. U-Haul was required, resulting in an additional charge of around $400, resulting in the price going up to $3,325. The movers rushed my belongings inside of my apartment and boxes were scattered everywhere, not allowing me to count what was dropped off. About a week later I realized I was missing several boxes resulting in $2,500 of lost merchandise. Additionally, there was damaged merchandise, which I brought to the mover's attention and they told me to contact the company. After corresponding for several weeks with Carolina *** she finally submitted a claim, which took weeks to process. She finally offered me a $200 settlement which I asked to speak with someone higher up as that was not acceptable. I never heard anything from anyone further regarding the matter.

  

  Business response

  09/15/2024

  Thank you for bringing your concerns to our attention. We apologize for any frustrations you experienced during your move with us. We value your business and would like to clarify the charges, and the actions weve taken to address your concerns.
  
  Its important to note that our company relocated your belongings from the ********** to *******, a distance of more than ***** miles. For purposes of efficiency and logistics, deliveries traveling this long of a distance are made in a semi tractor-trailer, although your initial pickup was completed with a box truck. This is the standard practice in the moving industry for cross country relocations, and your moving agreement contains detailed information about the charges that apply for moves that require a shuttle.
  
  Unfortunately, a shuttle was required for your move because the building you moved into did not allow access for a semi tractor-trailer. Our records indicate that the building had made you aware of truck size limitations in the move-in documentation provided to you, but our office was never informed of this until the day of delivery. In an effort to help reduce the stress of the situation and the cost of the shuttle, we provided a courtesy credit to you of $100 towards the $500 shuttle charge.
  
  It is also important to note that certain exercise equipment amongst other items, carry a bulky item fee, due to their size and handling requirements. This information is also disclosed in your moving agreement, and it is something that our sales department is also trained to disclose verbally. As a gesture of good faith and to help resolve the matter amicably, we refunded $150 back to your credit card on February 22, 2024, to offset the bulky item fee.
  
  As for the claim portion of the complaint, we sincerely apologize for any mishap that occurred during transit. The coverage that applies to your items during transit for this move is Standard Valuation Protection, which is the option you selected at the time of pickup, and covers your items at a rate of $0.60 per pound per article. This coverage was included in your move at no additional cost. Additional coverage options were available during and after the booking process, for additional coverage at an additional charge, but the additional coverage was not purchased. As a result, the claim was processed based on the Standard Valuation Coverage. The claim offer that weve made to you exceeds the amount required by this coverage option.
  
  We have carefully managed your case and made every effort to resolve the issues by offering refunds and discounts. We have taken extra steps to address any mishaps, because you are a valued customer, and our goal is to ensure that every move is as smooth and stress-free as possible.
  
  If you have any additional questions, please do not hesitate to contact our office.
  
  Sincerely,
  Customer Care Team
  Safe Van Lines

  Customer response

  09/26/2024

   
  Complaint: 22131837
  
  I am rejecting this response because: the initial sales gentleman falsely represented what I was paying for including the insurance by stating that I was getting $10,000 of coverage so I have nothing to worry about.

  The company talks as if I am a moving professional and should know their practices when it comes to a cross country move. I do not. They said that my belongings would stay with their company and not be moved, so I did not expect my belongings to be moved into a Mac truck where $2500 of my belongings were lost.
  

  Additionally, I never closed my case with this company. When they offered me $200 in compensation for my $2500 in lost merchandise I asked to speak to someone in management, as I told the woman in the claims department I would not accept such a lot offer before they offered it. I never heard anything further from the company and was blown off.

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

  

  Business response

  10/20/2024

  Thank you for sharing your additional concerns. Once again, we sincerely apologize for any frustrations you experienced during your move with us. We value your business and have carefully managed your case, making every effort to resolve any issues that occurred during the move. Your move included Standard Valuation Coverage. This coverage option covers your shipment for up to $10,000 at a rate of $.60 per lb. per article. Detailed information about this and other coverage options is clearly outlined in your moving agreement (attached). The claim offer weve made to you exceeds the amount required by the coverage option you selected. The offer is still available to you should you choose to accept it. Our intention is to resolve this matter in a fair and amicable way. If you have any additional concerns about this matter, we encourage you to reach our office directly at ************.
  
  Sincerely,
  Customer Care Team
  ********************
  

  Customer response

  11/07/2024

   
  Complaint: 22131837
  
  I am rejecting this response because: once again, when asked to speak with someone besides ******** I was blown off and never contacted again. Your team of sales people falsely advertise what your business offers.  These business practices do not constitute careful management of my case, including the loss of my belongings that cost the equivalence of my move due to your mishandling of merchandise.  I am requesting more than $200 to be refunded as a result of this. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Safe Van Lines to move personal property, less than 5 cubic yards, from ** to **. Bill of lading #SN5007856; Pick up date 11/20/23; Total cost $1950.The company rep emphasized significant benefits of working with his company: 1) the move was conducted point to point using ONLY employees of Safe Van Lines and our personal items would not be reloaded to subcontractors for transport or delivery and 2) the quoted cost included all insurance.The delivery was indeed handled by other than Safe Van Lines employees. Specifically final payment was authorized by Safe Van Lines for our direct remittance to the person/entity who provided final delivery. Clearly, they breached their verbal contract with us assuring us that they would not subcontract any part of this move.Our dining table was delivered broken; the drop leaf totally broken off. This type of damage is most likely due to the table being dropped. It was dropped or damaged upon loading; nor was it dropped when delivered. We can only assume dropped and damaged when offloaded to the subcontractor. Another table sustained minor surface damage.The included insurance was minimal and does not fully cover the replacement nor repair. They knew this and should have suggested we purchase supplemental insurance; rather than assuring us that insurance was included. They have offered settlement, of $375 which we reluctantly accepted December 15th; yet they have yet to pay us as promised. I have followed up and they only advise they will check with their accounting department on the status of payment. No further action or response.We would ask for an increase in the settlement offer to $600, as this amount is more in line with what we anticipate repair and restoration of our table will cost. And more importantly we ask that Safe Van Lines immediately remit payment to us as promised

  

  Business response

  01/24/2024

  We are writing to inform that the agreed upon settlement amount of $375.00 has been paid by our company to ****************. We have received acknowledgement from **************** that the payment was received, and we extend our sincerely apology to **************** for the mishap she experienced during her move with us. Our primary goal in addressing this unfortunate circumstance was to compensate **************** for the damage to her item and to resolve this matter amicably. We take every customer experience seriously, as we do every complaint, because we care about our customers and the service we provide to our community. While we take extensive precautions to protect all items before and during transit to prevent damages, accidents can still occur. Its important to clarify that Ms. ******* move was handled by our company from start to finish and the move was not subcontracted. We understand the importance of prompt resolution to all customer concerns, and we apologize for the number of days that it took for our office to process this payment to ****************. We are actively working to address any issues within our claims process that *** have contributed to this delay. We appreciate Ms. ******* business, and her patience and cooperation as we worked to resolve this matter. If you have any questions or require any additional information, please do not hesitate to contact our office.
  Sincerely,
  Customer Care Team
  Safe Van Lines

  Customer response

  01/24/2024

   
  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

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved from *********** to ************** in August 2023. I made an agreement with Safe Van Lines to transport my belongings. The move coordinator was named *************************** at **************. I was overcharged for services and my items were stolen. I was also misled because the job was sold to an unknown carrier I did not choose. The driver arrived on 8/26/23 to pick up my personal house items in ***********. I was told that I would receive my items 2 day I received my belongings 7 days later. The drivers were different and said they were not with Safe Van Lines, kept saying for me to call. I felt bullied and was afraid that they would take my personal items and I would never see them again. They put me at a further disadvantage as a customer and traumatized me. I paid them and was not able to review every item because they packed quickly into my 10 x 10 storage space. Recently I was able to get into the storage. I discovered that my son's 46 inch flat screen television was missing. This item was packed by the movers in their boxes, and they charged me for the box My winter timberland boots and mink fur coat were also missing. There were several broken sentimental drinking glasses. The bin was packed appropriately and labeled glass. I tried to contact the company Safe Van Lines and put in a claim. The claim was verbal and I was not provided with confirmation that a claim was officially put in. I was contacted by someone ******************************* , who attempted to contact me and offer 250 toward my claim. I felt humiliated and taken advantage of as a consumer. I was not able to get in touch with anyone at the time of delivery that was actually involved in my booking, my call was not answered or returned. I believe that I am entitled to a compensation of 3, 000. I paid over ***** for this move, and my items were stolen. As I have asked for this retribution, I have not been contacted to settle my claim. SAFE VAN LINES did not provide safe, secure, services.

  

  Business response

  12/09/2023

  We extend our appreciation to ************** for choosing Safe Van Lines for her long distance move to ************** from ***********. We are writing to inform you that this matter has been amicably resolved between our company and **************. We would like to say thank you to ************** for her business, and for her cooperation in resolving this matter amicably and in a timely manner. ************** advised our office that shell also be confirming this matter has been resolved. For the record, there are several points of clarification that are necessary to make. **************' move was not subcontracted, or sold to another company. The entire relocation process was handled by Safe Van Lines. ************** confirmed to our staff in numerous phone calls during December 2023 that all boxes and containers that were delivered to her by our company on Sunday, September, 2023 were unopened and untampered with when she received them. Our company policy strictly prohibits a staff member from opening a box or inspecting its contents when the box is PBO (packed by owner). Our company picked up all of ************** belongings from her home in *********, ** on Saturday, August 26, 2023. Our company delivered all of ************** belongings to a storage unit rented by ************** in an Extra Space Storage facility on Sunday, September 3, 2023. The first time ************** reported any issue to our office was nearly three months later on Thursday, November 30, 2023. During these nearly three months, all of the contents of this delivery were inside of the Extra Space Storage facility. We cannot confirm what occurred during the last three months to any of the contents inside of the storage unit after we delivered all items including all boxes unopened/intact. We do know that the staff of Extra Space Storage has full access to all storage units inside of their property. In any event, our company sincerely apologizes to ************** for any frustration this matter has caused. Safe Van Lines emphatically denies any allegation that a member of our staff stole any of ************** belongings. Nevertheless, we take every customer experience seriously as we do every complaint, because we sincerely care about our customers and the service that we provide to our community. Above all, we are happy to report that our managers have communicated with **************, and this matter has been amicably resolved. If you have any questions, please do not hesitate to contact our office.
  Sincerely,
  Customer Care Team
  Safe Van Lines

  Customer response

  12/12/2023

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

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