ComplaintsforWheatland Van Lines

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am seeking your assistance regarding significant issues my family and I encountered with Wheatland Van Lines during our recent move from Kansas City, MO, to North Carolina. The company engaged in deceptive and unethical practices, and we need guidance on how to proceed. Misleading Pricing: Quoted $6,174.61, later increased to $10,112.04 after loading. Items we packed were repacked to justify the higher cost. Customer Service Issues: Tina dismissed the initial quote as sales tactics and claimed all moving companies behave similarly. Delivery Delays: Repeated delays caused inconvenience and additional costs. The driver demanded $1,300 for a shuttle service, falsely claiming he couldn't park within the allotted distance. Improper Handling and Damage: Items were packed inside furniture, resulting in damage. ********** movers threw belongings off the truck. They did not rebuild disassembled furniture, claiming tools were on another truck. Unauthorized Payment Coercion: Dispatcher **** took payment without authorization and threatened to hold our belongings unless we signed the agreement under duress. Movers advised us to report the driver’s actions. Photo evidence shows large trucks can park in the designated area. We feel taken advantage of and misled. We seek BBB's guidance on mediation, legal action, or other steps. We want to prevent other consumers from facing similar issues. Thank you for your assistance. Sincerely, ****** * ********* *******

  Business response

  07/22/2024

  We are sorry to hear that ****** * ********* ******* did not have a satisfactory experience with Wheatland Van Lines during their move from Kansas City, MO, to North Carolina. We have reviewed their complaint and would like to provide clarification and context regarding the issues they raised.
  Misleading Pricing: The original quote was for 80 items and 954 cubic feet. On the day of the move, the customers had 170+ items, resulting in 1,375 cubic feet. All potential charges were explained to the customer prior to loading. The increase in shipment size was due to the additional items.
  Customer Service Issues: We apologize if there was any misunderstanding. Our representative explained that variations in initial quotes can occur based on the final inventory. We strive to provide accurate estimates, but changes in inventory can lead to adjustments.
  Delivery Delays: The customers initially scheduled their move for 06/14 but later rescheduled the delivery. We did not charge any additional fees for this change. The shipment was delivered on June 23rd, within the agreed-upon timeframe. The contract did not guarantee a specific delivery date, but the delivery was completed within 10 business days from the first available delivery date.
  Shuttle Truck Charges: The customer was never charged for the shuttle service. We covered the cost of the shuttle.
  Improper Handling and Damage: We regret that the customers experienced issues with the handling of their items. We advise them to file a claim with our claims handling company, **** to seek compensation for any damages.
  Unauthorized Payment Coercion: Payment was collected after the customer authorized us to process the payment on their card. The customer signed the credit card authorization form a day before delivery.
  Refund: We provided a $385.00 refund before delivery. We are unable to issue any additional refund due to the additional expenses incurred from the customer changing the delivery date.
  We strive to offer the best service possible and apologize for any inconvenience caused. We hope this explanation clarifies the situation and look forward to resolving any outstanding issues.

  Business response

  08/14/2024

  Thank you for taking the time to detail your concerns. We sincerely apologize for the challenges you faced during your move with Wheatland Van Lines. Please find our responses to each of the issues you raised below.
  Misleading Pricing: We are truly sorry for the miscommunication regarding the pricing. While we strive to provide accurate estimates, it is essential that the inventory taken by our sales representative is verified for accuracy by the client. At the time of booking, customers sign and agree to move the items listed on the inventory. Any discrepancies or changes in the inventory can impact the volume of the shipment and, subsequently, the cost. We apologize for any confusion caused.
  
  Delivery Delays: We understand that your delivery was rescheduled due to closing issues with your new home. While we do our best to accommodate changes, rescheduling does result in logistical challenges, including the need for additional labor and the loss of truck usage, as our trucks and crews are booked in advance. We delivered your shipment within the revised dates, but we apologize for any inconvenience this may have caused.
  
  Shuttle Truck Charges: To clarify, you were not charged for the shuttle service itself but for the long carry, as the semi-truck could not fit in the parking area in front of your home. We covered the expenses for the shuttle transfer, and we regret any confusion that arose during this process.
  
  Improper Handling and Damage: We are deeply sorry for any damage to your belongings. We recommend that you file a claim with our claims partner, ***********. Once the claim is processed, we will issue the appropriate compensation. We take the handling of our customers' belongings seriously and regret that this was not reflected in your experience.
  
  Unauthorized Payment Coercion: Please note that the payment was authorized via text message, and per the agreement, payment in full is required prior to unloading. You signed the credit card authorization form a day before the delivery. We regret that this caused any distress, and we are reviewing our procedures to prevent similar situations in the future.
  
  Refund: We acknowledge that the $385 refund for unneeded materials may not fully cover the additional costs and damages incurred. We are open to discussing a fair resolution that takes into account the inconvenience, additional costs, and any damage to your belongings. We appreciate your understanding and patience as we work towards a satisfactory resolution.
  
  Additional Issues: We apologize for the failure to reassemble items that were disassembled during the move. Unfortunately, since we were not contacted at the time of delivery, we are unable to verify or rectify this issue now.
  Regarding the photo proof of your items, please understand that once items are loaded and wrapped on the truck, it is not possible to see the condition of the goods inside the trailer.
  Concerning the advice you received regarding insurance coverage, we are unable to verify this claim. It is the customer’s responsibility to choose between Full Value Protection (FVP) and the standard $0.60 per pound per article coverage. We are sorry if this advice led to any unintended consequences.
  
  Request for Compensation: While we understand your request for a more substantial resolution, we are unable to issue a larger refund due to the additional expenses incurred, such as covering the shuttle service and managing the date rescheduling, which resulted in the loss of truck usage and additional mileage and wait times for our crews. However, in an effort to resolve this matter, we are willing to offer an additional $200 as a goodwill gesture. Claims for damaged or missing items will be handled separately once the claim is processed and finalized.
  We appreciate your understanding and look forward to resolving this matter promptly and fairly. Please do not hesitate to reach out if you have any further questions or concerns.

  Customer response

  08/15/2024

  
  Complaint: ********
  
  I am rejecting this response:

  Dear Wheatland Van Lines Representative,

  Thank you for your response and for attempting to address the concerns we raised regarding our recent move from Kansas City, MO, to North Carolina. We appreciate your willingness to engage, but we must emphasize that many of our concerns remain inadequately addressed or unaddressed entirely. Below, we detail our continued dissatisfaction and clarify the issues that require further attention.

  
  1. Misleading Pricing: While we understand that inventory verification is crucial, we reiterate that all 170+ items were included in the initial inventory provided to your representative, **** ******. No additional items were added on the day of the move. The significant increase in cost was not just a result of miscommunication; it appears to be part of a broader pattern of quoting lower prices initially to secure business, only to drastically increase the price later. This practice was even acknowledged by your employee, ****** ****, who explicitly stated that this is something your company does regularly, sending him in as the "bad guy" to deliver the inflated price.

  
  2. Delivery Delays: We acknowledge that rescheduling can pose logistical challenges. However, the delays we experienced went beyond what we were led to believe was reasonable. The multiple postponements and the lack of proactive communication from your team resulted in unnecessary stress and financial strain. The delivery was not completed within the expected timeframe, and the situation was handled poorly.

  
  3. Shuttle Truck Charges: We maintain that the charge for the long carry was unjustified. The semi-truck could have parked in the designated area, as evidenced by other large trucks successfully parking in the same spot. The fact that your team refused to unload without the additional fee, despite having the shuttle truck available, raises serious questions about the legitimacy of this charge. Your response does not adequately address this issue.

  
  4. Improper Handling and Damage: The mishandling of our belongings was egregious. Items were thrown off the truck and treated with a complete lack of care. While we will proceed with filing a claim with ***********, the extent of the damage and the emotional distress caused by witnessing our belongings being mistreated cannot be fully addressed through a standard claims process. This level of negligence is unacceptable and warrants more than just a referral to your claims partner.

  
  5. Unauthorized Payment Coercion: Your response claims that payment was authorized via text message and that the credit card authorization form was signed a day before delivery. However, this account overlooks crucial details. From the moment our belongings were taken from our home, I was in constant communication with your team, clearly stating that I was not willing to pay the increased invoice amount. When I discovered how much the final cost would be, I informed ****** **** that I did not want to proceed and requested the return of our belongings. He responded verbatim, "The only way you are getting your things back is by signing this invoice and paying for it to be delivered in North Carolina." This statement was not just coercive—it left us with no option but to comply under duress, as we were threatened with having our belongings withheld. The payment was processed before we provided formal authorization, and the authorization form was signed only because we were forced into a situation where we had no other choice. This coercive tactic is not only distressing but also highly unethical, and it should not be dismissed as a simple misunderstanding.

  
  6. Refund: The $385 refund mentioned in your response was not a goodwill gesture but a refund for materials that were charged but never provided. This does not address the broader financial impact of the issues we faced, including the misleading pricing, delays, improper handling, and unauthorized payment practices. A more substantial resolution is necessary to cover the full scope of our losses.

  
  7. Additional Issues Not Addressed:
  Failure to Reassemble Items: Despite our agreement, your team did not reassemble the items they disassembled during the move. This was part of our contract, and your failure to address this issue in your response is concerning.
  Misleading Communication: ****** **** advised us against purchasing additional insurance coverage, which directly impacted our ability to seek adequate compensation for the damages incurred. This advice was detrimental, and your response fails to acknowledge or address the consequences of this guidance.

  
  Unaddressed Payment Issue: The unauthorized payment issue has not been adequately addressed. The funds were withdrawn from our account without proper authorization, and this action is a significant breach of trust.
  Employee Admission of Unethical Practices: As mentioned earlier, ****** ****’s comment about your company's practice of lowballing initial quotes to secure business and then drastically increasing the price is highly concerning. This admission indicates a systemic issue within your company that needs to be addressed.

  
  Request for Comprehensive Resolution: While we appreciate the offer of an additional $200, this amount is insufficient given the extent of the issues we experienced. We are seeking a more substantial resolution that takes into account the financial losses, damages, emotional distress, and unethical practices we encountered during our move. We believe that a fair resolution should reflect the totality of our experience, including but not limited to a full refund of the additional charges incurred and compensation for the damages and distress caused by your company’s actions.

  
  We are committed to resolving this matter fairly and expect Wheatland Van Lines to do the same. We hope to reach a satisfactory conclusion without the need for further escalation. We look forward to your prompt response and a resolution that adequately addresses all our concerns.

  
  Sincerely,

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

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 2/28/2024 I signed a binding estimate with the company. I worked with **** ****** Senior Relocation Manager at Wheatland Van Lines and we agreed on a price of $2,138.06 job number "************", That had changed from the original quote of $3,461.24 from job number "WVL-3L10D9ZB". That quote had a four piece sectional couch, eight person dinning table with eight chairs, full-size washer and dryer. When the driver showed up to the storage unit in Davenport, IA the driver had changed the price to $4,196.81 saying that there is additional items that were not on the list. I spoke with a rep from the company at phone number ************ who sent me photo via text to my number. I asked them how could the price could have doubled after I have taken off so many large items already and forgot to put a TV and a queen size mattress on the list. They started talking about charging per cubic feet. They would never give me an explanation. They told me that they would have a final price for me before they took my stuff. They never called me and left with my stuff. I had sent a key to the storage unit to my old neighbor to let them in. She says they had her sign a paper stating that they had picked up the property and the form had nothing written on it. Later I called the rep back and then they sent me a copy of the invoice via text over my phone. Stating that they were charging me $3,476.25 for the move. I had paid the $213.79 for deposit and $900 for pick up. which left a balance of $2,362.46. When the driver arrived at the drop of location in Crestview, FL on 3-27-24 at 1630. The driver would not pull into the apartment complex to unload. He proceeded to block traffic on the road outside the complex. The property manager came out to speak to the driver and the driver proceeded to ignore her and kept walking. He took out his measuring wheel and proceeded to walk the distance from the truck to the front door. this was after I paid them with **** money orders that they called me three times about making sure i had either cash or the **** money orders before arriving to the drop off location. I had spoke with another rep on 3-26-24 and they took off $180.46 from the balance leaving $2,182.00 to pay. The driver then tells me that I owe him another $375 for the distance from the truck to the apartment. I told them that I just gave him all the money and he said that he will take it off his truck and carry it 75 feet from his truck and leave it there. The property said you cant leave the stuff sitting on the side of the road. Then the maintenance manager said pull your truck around back and back in. The driver finally agreed to do that. They unloaded my things and left and didn't even bother to assemble that bed like it says that they will do in their contract. So in all I paid $3,295.79 when I was only suppose to pay $2,138.06 which is a difference of$1,157.73 more then the "binding estimate". This a a bate and switch company. You cant get a hold of anyone after you pay the deposit. They call you when they pickup and drop off. I sent emails left messages on voicemail and no response. I have damaged property that I know is going to be a headache getting resolved.

  Business response

  04/22/2024

  We sincerely regret the confusion and inconvenience experienced during your move. At Wheatland Van Lines, we strive for transparency and customer satisfaction, and it is clear we fell short in this instance.
  Regarding the pricing discrepancies, the binding estimate of $2,138.06 was based on an inventory list provided at the time of booking. Any additional items or services requested beyond this list may incur further charges, which should have been clearly communicated by our team. We apologize for any miscommunication and for not providing a clear breakdown of these additional costs prior to loading your belongings.
  For the long carry fee, our policy stipulates additional charges if the distance from the truck to the residence exceeds 75 feet. This policy is noted in our original moving estimate terms and conditions, which is signed at the time of booking and again at pick-up. However, we acknowledge that this could have been highlighted better during the planning of your move.
  Regarding customer service, we apologize for the difficulties in reaching us. We aim to maintain responsive and effective communication, and it appears we did not meet our standards in your case. Please ensure that any future correspondence is sent to our direct email at info@wheatlandvanlines.com or by calling us at *************
  As for the damaged items, we are truly sorry for any harm that occurred during the move. We encourage you to file a claim with our claims handling company, CSI, to ensure that your concerns are addressed promptly and fairly.
  In regards to the reassembly of items, our policy is to reassemble only those items that we have disassembled ourselves. Since the items were disassembled prior to our handling, we were not prepared to reassemble them upon delivery. We apologize for any misunderstanding regarding this service.
  We value your feedback and are committed to improving our service. As a gesture of goodwill and to help alleviate some of the distress caused, we are prepared to offer an additional $100 discount on top of the $180 already provided. We hope this can be a step toward resolving this matter to your satisfaction.

  Customer response

  04/22/2024

   
  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

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi, I am filing this complaint against Wheatland Van Lines for the displeasure caused. The transaction happened during 12th January, 2023 to 6th February, 2023 and the delivery is from Minneapolis, MN to Laguna Beach, CA. 1. Change in quotes and charges: The company has changed it quotes stating that the items are larger than expected, followed by additional charges such as the flight of stairs, U-haul because the 18 wheeler truck cannot enter the community etc ($550). 2. Delay in delivery (25 days): During my initial call with the company, I was told the transportation would take 10-15 days (verbal) from the day it was picked up but there was a delay. Upon questioning, they said 10-15 business days and later they stopped responding to my calls and messages. In the end after multiple discussions, they brought the price down by $120 and increased $550 as additional charges which wasn't mentioned earlier. The total came up to $ 3,913.64 approximately.

  Business response

  03/22/2023

  Please accept our sincere apology on behalf of our company. We are very sorry to learn that your experience with our company was not great. As we strive to provide our customers with excellent service, this review is highly appreciated and will help us improve the quality of the services we offer.
  >>1. Change in quotes and charges: The company has changed it quotes stating that the items are larger than expected, followed by additional charges such as the flight of stairs, U-haul because the 18 wheeler truck cannot enter the community etc ($550).
  In very rare situations, if there is no semi-trailer access at origin or destination, an additional charge for shuttle service is applied. *** ******* was advised that shuttle service is additional before booking the job in the terms and conditions of the original estimate. The shipper was advised prior to loading that if shuttle service is needed on delivery it will be charged at $1 per cf. We would like to inform the customer and BBB that Wheatland Van Lines has no gain if shuttle service is charged. All funds go to the driver, delivery crew, and shuttle truck rental company. Stairs on the delivery are additional and not included in the original contract. Customers have up to 7 steps included for free any additional stairs are charged based on tariff rates. *** ******** was advised that stair carry(after the first 7 steps) is additional before booking the job in the terms and conditions of the original estimate.
  >>>2. Delay in delivery (25 days): During my initial call with the company, I was told the transportation would take 10-15 days (verbal) from the day it was picked up but there was a delay. Upon questioning, they said 10-15 business days and later they stopped responding to my calls and messages. In the end after multiple discussions, they brought the price down by $120 and increased $550 as additional charges which wasn't mentioned earlier. The total came up to $ 3,913.64 approximately.
  We are sorry for the delayed delivery. We kept updating the customer about delivery dates via text messages and phone calls. We had multiple conversations with ** ******* prior to delivery, while shipment was in transit. Call and text logs can be provided upon request.  Our standard delivery window is up to 21 business days, and the customer was advised about this before booking the job in the terms and conditions of the original estimate: “We will do everything that is possible to deliver your shipment at the requested date, but we can not guarantee it. With Standard Service, estimated delivery is up to 21 (twenty one) business days from date indicated as the "1st Date available for delivery". Any oral promises made regarding delivery or pick up dates and times are mere estimates.”
  For an additional 4 days delay, ** ******* was compensated based on our tariff rate at $30 per business day.  
  We understand that this whole process caused a lot of stress to *** *******, so as an attempt to resolve this complaint we would like to offer an additional $200 refund to the shipper.

  Customer response

  03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  
  ******** *******

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 21, I called Wheatland Van Lines to provide an estimate of the cost to ship my stuff from MN-NC. I provided Wheatland van lines with an accurate inventory list. The customer care representative told me that it was better to overestimate the inventory list slightly, since one may have extra items on the day of the move. I agreed to this, and the initial cost was $2410 based on a volume of 311 cf. On the day of the move, I actually had LESSER stuff than what was written in the inventory list, yet the foreman told me that my volume was 441 cf for a cost of ~$3600. This made no sense to me, since a company that provides moving services should not underestimate the volume by 30%..!! It's bait and switch pricing. On the day of the move, they told me that they could unload my stuff, but that doesn't help me at all since I need to find new movers in 1 day... Move ************ 

  Business response

  10/19/2022

  
  We are very sorry the customer didn’t have a good experience with us. We provided the customer with a site-unseen over-the-phone estimate based on the list of items he submitted to us.
  
  The total number of items on the original quote is 33. The total number of items picked up on the day of the move is 40. Some of the items were bigger size than on the original quote, such as Recliner(space reserved on quote 12cf, actual space based on foreman's report 35cf) and 3-seat sofa(space reserved 50 cf, actual space based on foreman's report 75cf) Queen Bed with frame(space reserved on quote 65cf, actual space based on foreman's report 85cf). 2-night stands were not listed on the original quote but were added on the date of the move resulting in a 15 cf increase. (7cf extra for each). Also, some of the boxes were bigger size than what was originally reserved.
  
  
  Mr. ***** was advised by the foreman about additional charges in writing, in person, before loading.
  
  We are deeply sorry that the customer didn’t have a good experience with us and as an attempt to resolve this matter, we would like to offer a $250.00 refund.

  Customer response

  10/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17932789, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

*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. ↩