ComplaintsforSky Van Lines, Inc.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  So we hired ************************ to contract our move to get the best price. They originally quoted us 9.7k to go from ********** to *******. They took an over 4K dollar deposit by check, only way you can pay is through checks or zelle (money you can never get back). Both companies require payment this way. This is done intentionally. We redo our inventory after all our belongings were packed and we had exact numbers of boxes. New inventory gave us a higher cubic ft of space, so we had to add additional money to the deposit to get the movers to come. So we add another 1.5k. The day the contracted movers from Sky Van lines come (two days early) they tell us its going to be *****k. We already dropped almost 6k on the deposit we cant get back so we reluctantly agree. After all our things are packed they hit us with a 27k dollar bill. We have no way to afford this. We would have never agreed if they told us this price in the beginning. And they know that. Massive bait and switch scam. Accepting only payments you can never get back and holding your belongings hostage. NEVER USE SKY VAN LINES OR A BROKER LIKE TRINITY RELOCATION GROUP. They will lie to your face about the price and up charge you tens of thousands after they have your belongings. The movers themselves are good people who work hard, but the man in charge is a thief. They even packed things they werent supposed to. My three suitcases I needed for the next 45 days I wont have my stuff. And theyre refusing to give them to me till I pay the first payment of 16k dollars. Which of course doesnt include the final payment due at arrival of my new home in *******. I dont have this money. I was way over stretching to make the *****k work. I dont know what to do anymore. Our self made inventory had a little over 200 items and so did their own inventory they did of our items. So wheres the disconnect? We gave an accurate inventory with the exact sizes of everything, our price should have never changed.

  Business response

  11/03/2022

  Hey this customer is not our customer we do not working with brokers and definitely not working with trinity *********** our customer base in ********* and not Ca 

  its look like they look for a different company with a similar name: ************ out of cali here is there info:

  https://******************/

  https://www.bbb.org/**/**/mission-hills/profile/moving-and-storage-companies/****************-1216-629915

  please take this complain from our profile 

  Customer response

  11/03/2022

   
  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

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Sky Van Lines to transport our items from ********* to **************. They would pick up our goods on July 26th and deliver them on September 10th-11th.The second week of August, Sky Van Lines advised that they would not be delivering our items September 10th-11th. They stated, they will begin coordinating with transportation and processing our items on that date and we wouldnt receive our goods within 25 business days from September 10th. My wife explained to them multiple times that she was pregnant and we were promised our items on September 10th -11th, which she is in dire need of. The main reason we chose Sky Van Lines was due to them promising delivery on that specific date. Since Sky Van Lines was unwilling to keep their word, we spoke to them over the phone and in email Friday, August 19 requesting they process our items for delivery immediately. We followed up on Monday, August 22nd with an updated delivery address. We were then promised a *** 25 business day delivery. The past week we have called and asked for an update on our items. On September 12th, I called *** and she advised the driver was on route and it would be 3-7 business days before our delivery was made. She then advised the driver would contact me the day before delivery. On September 24th, I called *** again and she told me there was no update, she doesnt know anything and to wait on the Drivers call. Its September 26th, officially 25 business days from their obligated delivery date and we still havent received our items. I called *** once again and there was no response from her. **************** doesnt know where our items are and cant give us an update.My wife reasonably assumed we would receive our items before she goes into labor. This has caused a lot of emotional distress on her as we are not prepared to bring a newborn child to an empty house while Sky Van Lines holds our goods.

  Business response

  10/12/2022

  We  recently became aware of the complaint involving our company. At Sky Van Lines, we work hard to provide the best service while being upfront and truthful about each step of the moving process. We do make sure our customers underrated our contract and Terms and Conditions.
  Starting at the beginning, we explained to our customers our booking process. That includes the delivery time frame of every move. All of our deliveries are on an average time frame. Our average delivery time is **** business days for the coast to coast deliveries (**** Miles and more). Here is a copy form of our contract: 
    Delivery Window:
  
  From your earliest date ( first available date for delivery) requested we will be in the process of planning and scheduling your shipment.
   Our average  delivery time for that requested **** business days (less than **** miles), OR **** business days for the coast to coast deliveries (**** Miles and more). You will be contacted by our dispatch department a day prior loading your items on our delivery truck, Your driver will be contacting you ***** hours in advance of his arrival
  
  
  
  
  We dont guarantee a delivery date which is also explained during the Q&A call scheduled prior the pick up date,  and it is written in the contract that the customer signed as agreement to our process. And that time frame will start from the first available date that the customer chose and make sure they can receive their items from that day on. We attach all documentation to prove it and we have recorded calls with ********************* that we can provide. 
  The customer set their first available date to receive delivery to September 11, 2022 initially. Just before the pickup date please see the Long Distance Form attached.
  We perform the move out to ********************* on 07/26/2022 and with every Long Distance move we include *********************************** the original Long Distance Form ********************* had signed he had his first Available as 9/11/2022 That make his storage time with us for 47 days. 
  Before the end of the free 30 days of storage ( on 08/18/2022 ) we send a bill for the only 2 weeks and not a full month of storage as a discount rate from our contract and agreement with the customers. Please see the email attached with the customer. It was explained to them that we only have 30 days of free storage , and more than that, the customer will have to pay for storage. The customer also acknowledged that and confirmed they understood. 
  
  On August 8th, they changed their first available date to August 29th because they wanted to receive their items by September 10th-11th. 
  On August 18th, they pushed back their first available date to receive delivery to September 11th again. Tricking our system for them not to be charged for storage fees.  See email attach: 
  We encourage our customers to set their first available date to receive their delivery on the day that theyre actually there, otherwise they will be pushed back to the last on the list if they set up an early date to receive delivery and  the truck will arrive there in a few days and theyre not actually there to receive it, we are going to schedule a redelivery in which we can only give them an average delivery time frame again and not a guaranteed date. 
  As result of them making the changes a few times and then asking a delivery asap to avoid paying storage our operation department need to process there new available delivery time frame, as we are a company that serve not only one customer have other customers that we committed to there delivery from before ********************* changes over and over so his delivery take time to process. 
  We ship his items on 9/14/2022 and ********************* got his delivery on 9/27/2022 due to truck breakdown on the way, his more update delivery available date was 08/20/2022 ( a last minute request ) see attach email, that make his delivery on the 27 days from his first available delivery date. Our time fame is an average only and when we have non stop changes its make our system and process have a bigger time frame
  Communication is a very vital part to our line of business. Thus, we keep in contact with the customer regarding their delivery and any information they want and update for. ********************* updated his delivery address from a storage location nearby to his house (because he was not fully ready at his original address ) on 09/11/2022 like his original delivery request. We had daily  communication with him throughout the whole process. See attached email
  Every consumer has distinct needs and expectations, and we are aware of this. Since we at Sky Van Lines take great pride in what we do, we try to fully explain the process to each of our clients several times to ensure that it is understood.
  
  

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Sky Van Lines to move our house from Las Vegas to Palm Springs including storage at their warehouse until our home in Palm Springs was ready. They picked up on March 41 in Las Vegas and logged everything on a manifest. When they dropped of in Palm Springs on June 10, they did not use the manifest and check things off to be sure the shipment was complete. I asked why they were not doing this and did not get much of a response. Without this it was hard to know if everything was delivered or if there was anything misssing. Several days later we realized we only got 3 out of 4 flat screen tvs and and a dishes and glassware were missing. I emailed and spoke to Kim at Sky Vanline and she has not been very helpful and it has been more than 2 weeks. She said to file an insurance claim. I asked if it is normal not to check items off the manifest at offload and she has not responded. I think this means it is not normal and perhaps they knew items were missing and they hoped we wouldn't catch it. I would like our items returned or to be credite funds to offset our loss.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/08) */ We just learned about your complaint regarding our business. At Sky Van Lines, we strive to deliver the greatest service while being open and honest about every element of your move. The customer asserted that a few of the items on the inventory list were missing, that the manifest and inventory list were not checked off during delivery, that he didn't get any responses other than advice to file a claim, and that we were aware of the missing items but purposefully withheld the information from him in the hope that he wouldn't notice. It is very unsettling to learn that you feel that way about us. We advised the customer to submit a claim in the case like this because he has got extra insurance for the move, in the interim while we made every effort to identify or retrieve the aforementioned missing items, which did not occur overnight because we were checking with our other customer that also happen to have his belongings in the same truck with Mr Forbes and we went to deliver first to the other prior to his. Maybe it was dropped off along with the stuff of the other customer. However, we won't know until sometime next month because the other customer's stuff is in the storage unit and the customer will be able to go through it not until the next month. It's true that we check the inventory during pick-up to make sure we have everything and aren't missing anything. The driver does not review the inventory once more while making the delivery. We take any issues that crop up throughout the transfer seriously here at our office. We are aware of your complaint and the inconvenience that this circumstance can bring. We are investigating this matter right now. We ought to settle this issue amicably as soon as possible. We ask for your understanding as this is how business operates. Please understand that we serve a large number of clients and cannot devote all of our time to a single client. If we did, none of what we did would be effective. We won't agree to anything we know we won't be able to keep. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is appreciated but it is more of an explanation and asking for patience. This does not resolve the issue or let us move on. Our drop off date was June 10th we notified Sky a few days later about our missing items, so we have been very patient and waited over a month. Now the resolution they are suggesting is for us to have more patience? Letting us know we are not the only customer is not helpful. This is not reasonable and we have already had to purchase another TV. When asking for patience they don't even give a date of how long until they will know more or resolve this. Business Response /* (4000, 11, 2022/07/29) */ In part of the industry in the moving business we do have risk that we take moving customers from one place to another one of our goals is to make sure that we don't have any damages or any loss items this is why we explain the customer what type of valuation or coverage they getting from us and we go over again and again with the QA Call explaining the The contract and making sure the customer understands the risk that they taking with using a moving company we have a different type of option to protect the customer if there is any damage or loss Mr. K****** understand the risks and the option that he had and for that reason he went and bought insurance policy from our insurance company that insurance give him full value protection for his items in case of damages a loss Mr. K****** decided to go with a higher deductible taking the chance that if somethings going to happen she's lost gonna be a lot over that we have a procedure in case of something in his case happen so basically reporting a claim. As were responding to other responses before we believe the TV might be with the customer to deliver before him we're still waiting to hear back from that Customer has stuff sitting in storage and we pretty much waiting for him to go over to the storage and let us know we have no control on it we think we did whatever we can in our side to make sure the customer understand the risk purchase extra insurance in case off and being in touch with him and trying to follow up with our other customer and we still going to keep on doing that as we all understand when you're moving from one place to another and there is a human being in fall things can happen and we understand that this is why we share everything from the beginning to make sure the customer understands. Consumer Response /* (2000, 14, 2022/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is true that we purchased insurance at the recommendation of the movers. Due to not using a manifest to check off items at the time we unloaded, we were not aware anything was missing. It would be next to impossible to catch that with all the boxes and items that were moved. I asked at the time why they were not using a manifest to check items but got not response except we don't do that. Due to this the insurance is not help. The responses so far blame us, askes for patience, etc. and takes no responsbility to make things right including why a manifest was not used to unloading of the items In checking recent reviews on this company there are quite a few comments about the same and not making good when things happen that are under their control. I don't think we will ever get a resolution other than excuses we are getting so far which do not solve the issue of not using a manifest and losing track of items.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I hired a moving company to move my furnitures from my condo in Henderson, Nevada to another condo in **********, California. And when I hired the company and I received the quote with the total price and list of items that were included on my moving, a ottoman in front of my couch, 2 patio chairs and a complete couch was supposed to pick it up with no extra charge. However, on the day of the moving the movers didn't pick up the 2 patio chairs because they told me that they weren't included on the quote, so i had to leave them on my condo. My ottoman that was in front of the couch wasn't pick it up and I had to trash it, and there were 5 big puffy pillows part of the couch that I put inside a plastic bag because they can't be smashed amd damaged, and they tried to charge me extra for it. They took them but they refused to pick up my patio chairs because of that. The movers also bent the handle of the mini blinds of the window of my bedroom that is now rented Hopefully my tenant will don't complain, if not I will have to pay someone to exchange it.

  Business response

  09/06/2022

  Business Response /* (1000, 5, 2022/07/14) */ We wanted to respond to the concerns you raised in your report. I'm sorry to hear that your experience with our service fell short of what you had hoped for. Customer satisfaction is our primary goal, which is why we make every effort to ensure that each customer understands the process for their move and that if they have any objections or issues, we can address them prior to the move. We educate our customers of how we work and our process before they booked, after they booked, and during pickup. On June 27, 2022, three days before the move, we finished a quality assurance call during which we informed and instructed the customer to check their inventory sheet to make sure they had everything listed. If we weren't able to live up to their expectations at any point before pickup, they had the option of selecting a different company. The customer mentioned that there were 5 large fluffy pillows on the couch that he put in a plastic bag since it couldn't be smashed or damaged, and we tried to charge him extra for it. It was clarified on the QA call that if you add things to the inventory on the day of the move, you would be charged for them at the indicated price per cubic foot, and the customer has no questions about it. We gave him time to do the update on his inventory list but they didn't. The five large fluffy pillows he described are not recorded in the inventory, and it's our understanding that if it's not attached to the couch, it is not part of the couch. Hence the need for it to be in the inventory prior to the pick up to avoid extra charge. During the pick up, the customer was there and after the pick up, the foreman had him sign the document that states he acknowledges that a complete walk through was conducted and all items are packed and loaded and he acknowledges that any items that were not loaded, our office is not responsible for. He also claims that the movers also bent the handle of the mini blinds of the window of their bedroom, is there a way we determine that the movers actually bent it intentionally? Because, it may be accidental and we always do our best to avoid damage whether it be valuables or property, but accidents are simply part of the job. If a customer has an issue, we do expect them to let us know right away and not wait a day or two if there's a problem. Few hours after the pickup, he asked if they could add insurance and they were informed that we can only process the insurance at least 48 hours prior the pick up, they said it's okay and didn't mention any items that were not picked up nor damaged. We are aware that each customer has different demands and expectations. At Sky Van Lines, we take great pleasure in what we do and make an effort to explicitly explain the procedure to each of our customers on multiple occasions to make sure our process is clear. We never pretend to be anything other than who we really are. Consumer Response /* (3000, 8, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I bought the couch the pillows where included on the couch. If I had left those very puffy pillows on the couch, and after the delivery I was going to found them smashed/damaged because they where taped very tied to the couch, I would have than complained for the damage of the pillows. The pillows where sold with the couch! I never said or accused the movers of voluntary damage the blinds of my window, please don't twist my words. However, they created a damage, so even if a mover accidentally caused a damage inside my property, it's still a DAMAGE voluntary or not. The 2 patio chairs and the large ottoman in front of my couch where included in the inventory as shows clearly, on the screenshot that I provided, and on the day of the pick up the movers refused to pick up and tried to charge me extra. It is obvious that the movers made more than an error. And any explanation or questions that I had with the company 24/48 hours or weeks don't justify that some items part of the inventory weren't picked up and that my blinds where damaged the. All of this didn't supposed to happened! So anything said days before the pick up don't match entirely what is showing in the inventory and there are clear errors made. Summary: 2 patio chairs and one ottoman that where part of the inventory that I signed needed to be picked up and they weren't. The blinds of the window are damaged voluntary or not. The puffy pillows are part of the couch and where sold with the couch. Business Response /* (4000, 11, 2022/07/18) */ Our company is very transparent about our policy and procedures; that is why we do a QA call before the pickup to go over the contract and the move information once again to make sure that the customer understood our processes and policies. Here at Sky Van Lines, we're always looking for ways to improve our operations and service. We know and acknowledge that the customer reached out to us for insurance after the pickup and we're not invalidating his right to ask questions before or after. We get our full value insurance from moversinsurance.com and their policy for Full Service - All Risk coverage requires that the insurance be purchased at least 2 days prior to your pack or move date. We understand that the customer is not happy with the service and we are not the best fit for him from day one and If we are that bad and he does not want to use us. We can offer to retrieve his belongings from our storage facility and we will refund the amount he paid minus the pickup fee and storage fee. In this point we think it will be best for both of us If he decides otherwise, we are more than happy to deliver it to him and the average delivery time frame to his drop off location is between 1-14 business days excluding weekends and holidays from his First Available date to accept delivery. and this case need to be close ASAP I regret that we provided you with a bad service experience--it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. Consumer Response /* (4200, 13, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem isn't if I ask or not for an insurance. The problem is that the inventory included the 2 patio chairs that weren't pick up, the blinds were damaged, the ottoman wasn't pick up policy or not. This problems occurred the day of the pick up. And I already paid for a service and my furnitures need to be delivered to my address in ********** as soon as possible. However, I will never use your company again and it is my right as a customer to complain about a bad experience. Consumer Response /* (3000, 18, 2022/08/05) */ ***Document Attached*** Update: Yesterday Thursday, August 4th me and my wife were forced to drive from **********, California to Las Vegas, Nevada after Rami B**** "owner of Sky Van Lines" during a phone conversation with my wife verbally refused to delivery our furnitures, and by telling her to come in Vegas to pick up our stuff. Rami B**** also sent an email to my wife thinking to talk to me with the current msg "Hey ****** there is nothing for us to talk about. Have your lawyer please call me. and please come to pickup your things as soon as possible. My email address is *********@yahoo.com, my phone number is ************ ******@yahoo.com and ************ are my wife contact info. I tried to call you with my phone number numerous time and you never answered me, I also sent emails and you never answered me. You always contacted my wife, but you know my information! We drove from ********** to Las Vegas 10 hours with a trailer, and arrived at Sky Van Lines to pick up our furnitures. And all of this, because the company didn't wan't to complete the service that all parties agreed months ago after we hired them. that's a breach of contract! In the past 3 weeks we made numerous phone calls to Kim, Angelica, and other people from the company, and we were assured during phone conversation that we were going to receive our furnitures from 1 to 14 business days. However, we didn't receive anything and we had to come to pick up our stuff because the company didn't have any plan to delivery our furnitures. Anyway, my wife already reported the company to the FMCSA and we are ready to sui the company and ask for the money that we spent for the trailer, hotels, loss of job for 3 days, gas and emotional distress. This company is full of negative reviews from other customers with the same issues. This need to stop! I was also told that Rami B**** believe that my wife "***** ********" spoke with him and solved any issues that we had in the past months. Well, I guess that you can try to call her directly to see if that's true, or maybe wait to get a law suit. Because nothing is solved! You forced two customers to drive from out of state to pick up our stuff. What if we were in New York? where youn planning to make us drive back in Vegas from there as well? that's unacceptable! Please avoid any response with one of your classic template, that you are using so often on this platform for other customers complaints. See you in court!

• Initial Complaint

  12/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We selected Sky Van Lines as our mover from ********* to ******** Per our contract (Section 7:Agreed Pick up and Delivery Schedule) our delivery date was to be 8/19/21 at the very maximum (29 business days past our July 9th request date. The contact stated the carrier has 29 business days for delivery after our first available date. the contract further states that "if the mover fails to provide the services as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per deem of $30.00) regardless of the expense you actually might have incurred as a result of the mover's failure to perform" Our problem is the mover is now saying the $30.00 per diem rate is only applicable to business days even though the contract clearly states per diem (per day) as a daily rate. We have called Tobias regularly sent emails and were told the check was in the mail. Finally we called again and were told the amount would only be $400 not the $780 (26 days x $30.00) we are due per the contract. The contract clearly stated business days for delivery and per diem for the refund. I have submitted my complaint here as the mover is requiring us to sign off on the $400 dollar amount only before we receive a check. I find this practice to be predatory and unfair to withhold our refund this longhand to require us to accept an amount that does not correspond with the contract..

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/01/04) */ We strive to exceed customers expectations, however we understand that we fell short in the delivery time frame for Mrs. S*****. From the first available date that was provided by the customer of 7/11/2021, the contract states that we guarantee delivery to occur within 30 business days from this date. We know as a company that we did exceed this time frame.We did explain that we would send a check to the customer in accordance with the contract. We made multiple attempts to rectify the situation. We were informed that Mrs. S***** had experienced some damages. After she had informed us with this information, we immediately provided the claims information for processing her claim. She then repeatedly called in about the refund for exceeding the delivery time frame. She was explained that we would process this payment with her damage claim payment at the same time. Mrs. S***** then a few weeks later called in and stated that she would not file a claim and only wanted the refund for the late delivery. Customer service had multiple conversations with the S*****'s about the contract and the refund that would be due. Every phone call ended with the customer not accepting the amount offered. Mrs. S*****'s daughter attempted to inform customer service that the actual delivery date was 9/20/2021. After speaking with the driver and verifying the paperwork the actual delivery was performed on 9/14/2021 signed and dated by the customer. She had made multiple attempts to defraud us without the proof. The contract stated that they would be compensated $30 per diem regardless of actual expense. Customer service did try to explain that this is counted based on business days as is the entire contract solely based on business days. The shipment arrived 15 business days past the guaranteed delivery time frame. The amount that was offered was $450. The customer has declined this offer multiple times, only to demand $750. She based this on stating that she will not accept weekends and holidays being excluded from the counting of the late days. Mrs. S***** then called in on 12/16/2021, stating that she would accept the amount and to send the check. A release form was sent to Mrs. S***** for completion, however she only opened the form and did not complete the form. We have made the attempt to rectify the situation. All we request is the release form be completed and the check will be mailed out. Consumer Response /* (3000, 7, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sky's contract clearly states in section 7 " you are entitled to be compensated at a predetermined amount or A DAILY RATE(PER DIEM OF $30.00) regardless of expenses...) Per diem in a legal document indicates per day. The mention of business days is listed in the contract in reference to deliver dates not refunds. I don't see any documentation in the contract that says "daily rate/per diem is applicable to business dates only". Likely because per diem means per day according to the Miriam Webster dictionary.To now state that per diem means "business days only" is disingenuous and wrong. If it were in fact business days it should say so in section 7. I do not accept their explanation. I'm looking at the wording of the contract itself. Business Response /* (4000, 10, 2022/01/06) */ In response to the rebuttal from Mrs. S*****, during a conversation that took place on 12/16/2021 which is recorded. Mrs. S***** verbally accepted the amount of $450. Part of our procedures are to have a release form signed as well prior to sending the final refund to the customer. As we have previously stated our contract is solely based on business days. When we exceed the guaranteed delivery time frame of 30 business days, it would not switch from business days to calendar days. The continued count would still be based on business days. Our refund amount and the release form is still available to the client. When she completes the release form we will send out the check. Consumer Response /* (4200, 12, 2022/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mrs S***** called back several times to indicate the amount was not accurate due to the wording of the contract and declined to sign the document for $450. Emma and Michelle have had several calls since indicating that the amount was insufficient and did not honor our signed contract. We are still waiting the for the per diem rate. Business Response /* (4000, 14, 2022/01/20) */ As Mrs. S***** has stated, she is refusing to sign the release form and payment would not be sent to them prior to the release form being signed. The per diem rate as previously stated is based on business days, as well as the entire contract is based on business days. The settlement offer will remain for them to accept. We have attempted to resolve this issue many times with phone calls and emails. However the customer is demanding more than they are entitled to. We would like to put this behind us. We kindly ask that this case be closed as resolved as we have made every effort to resolve according to the contract. Thank you Consumer Response /* (4200, 16, 2022/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sky Van lines has not shown where in their contract that all references to "days" mean business days only. Specifically in regards to section 7. the wording in that section is per diem. Here are the Miriam Webster definitions for reference; Per diem: adverb - 1: by the day:for each day per Diem: adjective - 1: based on use or service by the day 2: paid by the day Business Response /* (4000, 18, 2022/01/25) */ On 12/16/2021 Mrs. S***** called in and stated during a record conversation that she accepts the amount of $450 and wanted to resolve the issue. After she received the release form where it states that she would be satisfied with the amount and would no longer pursue any further actions. After she received this form she changed and filed this complaint. The contract is based on business days from average delivery timeframe to office hours. We understand she is trying to pick the contract apart and use it to benefit herself, however our offer stands and would not change.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Right after hiring this company, not one instance of communication or delivery/phone call/text ever went well for me. Brian took inventory at my apartment and at the second location-my garage and was not able to get everything onto the inventory and got many things wrong. A twin bed frame, a regular bedframe, a large adult bike, a large 4 foot mirror, a sofa chair, a vanity chair, all my children's toys (toy kitchen), a large chest of drawers were all left out of the inventory on pick up day. photos of empty garage with left behind items are attached. Whenever I would text or call Brian, he would always say he was at a game or he was busy. He was never helpful. He did not confirm and alert me to go over inventory with the company when this is my first time dealing with a moving company, When I did bring up inventory issues on my own, such as being charged twice for the same sofa (charged extra 700.00 for half of the sofa chair that connects to a chaise), I was immediately rebuked and dismissed by Remy, the co-owner or owner. When the dates were set to pick up inventory and drop off inventory they were both on Sundays when nobody was at the office so that I was NOT able to contact anyone if a problem arose. When Julio and his partner arrived at the end of October to drop off inventory, I had to deal with the nastiest most offensive, vulgar-mannered man who seemed angry at his job. I did not appreciate his lack of professionalism. When I brought this up in a text message, I received no response from the company. After going through inventory in very cold weather, there are several things missing or damaged. My highboy dresser has one foot missing and broken off. Hardware for my tufted queen bed frame is missing and is not in any of the boxes. A good moving company would tape hardware onto the back or underside of a piece of furniture but Sky Van Lines did not. bed box for my Queen mattress and twin ripped up, metal pieces broken inside, a lamp is missing (pair of 2)

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/11/30) */ In response to Ms. H** complaint, we would like to address the following issues that she claimed. We understand that every customer wants their quote to be accurate and this is our ultimate goal at Sky Van Lines. We provided Ms. H** with a few quotes. During the initial phone call made by Ms. H** wanted a ballpark. We insisted on performing a free in home estimate prior to booking to ensure proper pricing. Ms. H** claims that she never used a moving service and that this was the first time, but to the sales representative she told them that her last move had cost her about $8000. Ms. Hsu was attempting to make a move on a budget. We provided her with a quote to go to Michigan in the amount of $7540, this consisted of the entire inventory as well as a full pack of her 1st pickup location. The customer had 2 pickup locations included in her move. The second quote provided to Ms. Hsu was in the amount of $9682 based on the delivery going to Pennsylvania. The inventory at this point had remained the same. On 9/10/2021 the customer had reached out to Brian as she wanted to proceed with the booking and had items removed from the inventory. The items she had removed were a 2 piece sectional and a coffee table. The new quote which was approved and signed by her on 9/13/2021 in the amount of $7200. She had further more requested pickup be performed on 9/26/2021 (Sunday). We were not able to comply with her wishes and performed the pickup on the day prior as we do require a 2 day window for pickup for all customers. Her pickup was performed on 9/25/2021. On 9/21/2021 a recorded QA call was made with the customer to review the details of the move with her and confirm everything was correct. She claimed during this conversation that she would have a few inventory changes. She was advised to send an email to Brian with these changes, however never followed through with the process to make any inventory updates. On 9/24/2021 contact was made with the customer to confirm pickup at 1:30 PM, at this time she had not made any further comments or changes once again. During the pickup the customer had then decided that she wanted to take the sofa (the same one that was removed from the inventory according to her request on the day of booking) as well as many additional items. The items that were added at pickup were a sofa, 2 dressers, 1 chair, 31 boxes, 2 wardrobe boxes. This was presented to the customer in writing prior to loading and discussed with the customer. The supervisor did have a conversation with the foreman during the pickup as the customer was disputing the information. We document any and all changes made to any customer's file to make sure that no mistakes were made. Prior to loading the items for transport to her destination, multiple phone calls were attempted and the customer refused to answer. At this time customer service attempted to send an email and text message to reach the customer to confirm she would be available to accept delivery. Ms. H** felt that this was too aggressive and that she does not have time to speak with customer service. She refused to return the phone calls and demanded everything in writing. Text messages were sent confirming delivery and explained that the driver would reach out to her 1 day prior to arrival. The driver was traveling 2000 miles to her destination with other deliveries along the way. We provided her with an estimated arrival but explained that this is not a guaranteed delivery date. Ms. H** had never mentioned anything about the delivery drivers attitude or being unprofessional at any time. Ms.H** has been sent the claims information for filing her claim in regards to damages she had experienced. All customers are given this information if something is to happen. To this day she has not filed her claim as requested. Ms. H** would make phone calls to our office and to Brian at very odd hours of the day. We advised her multiple times of the hours of operation. She would attempt to contact us outside normal business hours. If we did not answer she claimed we were rude and disrespectful. If this was the case why did she choose to go with our moving company then? Consumer Response /* (3000, 8, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is fraudulent and everything they say here is not based on anything that has transpired. They are very talented at twisting the truth. I will also have to file with Consumer affairs. Every company I interviewed for hire and any moving company provides an in person estimate. My parents hired a Korean freight shipping company in the past, not a moving company and this is my only basis for comparison. However whoever I hired in the past has absolutely no bearing on this claim with Sky Van Lines. After being quoted a specific estimate, after pick up commenced, I was quoted over 1k above agreed figure for "extra" boxes and 700.00 alone for the second part of the same sofa sectional. Additionally, estimates are solely based on inventory and having a second location pick up is complimentary and a common occurrence so I am not sure why this is necessary to mention. Any attempts on my part to correct inventory was made to correct gross overcharges and my attempts were consistently ignored. Remy was yelling at me over the phone on the SUnday during pick up and everything was outright refuted. I was not heard but rather yelled at, which I felt reflected gross incompetence and unprofessionalism. The two piece sofa was charged an extra 700.00 and the black leather sofa was left behind and I gave it away free to a local family. I had to give away more than a few pieces of larger furniture that way on the day of pick up to strangers on craigslist because Brian did not take correct inventory. I texted Tobias at Sky Van Lines about unprofessionalism from the driver, Julio, but never received a response. This is a moot point however in regards to my claim. I would place calls at :odd" times which were pick up and drop off times (both on a Sunday) because this company planned to use Sundays for business because it would be more difficult for customers to get anyone on the phone. IT was OCtober 31 when they dropped off in Michigan, which was a Sunday. I have formerly outlined all extraneous fees and damages from this shipment and nothing in my claim changes. Business Response /* (4000, 10, 2021/12/02) */ Ms. H** had specifically chosen 9/25 and 9/26 as her pickup window. This was not our choice to perform her move on a weekend when the office is closed. The supervisor Rami did in fact have a conversation with the customer. Ms. Hsu was being very combative and yelling at the supervisor as he attempted to speak with her. At some point through the conversation, he did in fact have to raise his voice for her to finally let him speak. He told her multiple times she can cancel and he would provide a full refund, she insisted on continuing with the move. We will not be bullied by someone who feels they deserve something for nothing. We are a family business that practices open and transparency practices to avoid issues during any move. We educate every customer prior to choosing our company on how we operate. This complaint is not portraying the actual events that took place on the customers behalf. I have spoken with the claims company CSI who handles all customers claims, and to this day Ms. Hsu has not even registered with them to process her claim. She has all necessary documentation to process her claim. To claim that we are fraudulent and that Brian did not take proper inventory is completely inaccurate. During the onsite, Brian walked through asking what would go and what would not go. She was very rude at first and then slowly warmed up and started to be nicer. The total estimate presented to Ms. H**, after inventory was removed according to her wishes was $7200. After adding items back to the inventory on the day of The total cost of her move was $8040.12. This was not a charge of $700 for the sofa as she states. If this was the case she would have had an increase of more than $1000 based on the additional items. Please refer to the signed paperwork (revised estimate). Ms. H** was given many opportunities to be honest with us about her inventory as well as choosing another company. As previously stated, we even offered her to cancel with a full refund on the moving day. In reference to odd hours, our office hours are from 8AM-6PM Monday through Friday. Ms Hsu would attempt to contact Brian after 9PM or even as early as 5AM in the morning including weekends. She needed to understand that she is not our only customer and that we deal with hundreds of customers regularly. We kindly ask that this case be closed as this complaint is not a factual complaint, full of deception and lies to make us look bad for no reason at all. We did not force her to move with us, nor did we misrepresent ourselves in any way. We provide all information to the customer multiple times prior to booking, after booking, prior to pickup and continued throughout the moving process. We are not capable of twisting any facts that are in writing and in recorded conversations that took place with Ms. H**! Consumer Response /* (4200, 12, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not interested in going back and forth and wasting energy. I am going to file with my bank and provide all photos and necessary receipts. The response from this company is evidence enough about its professionalism and overall integrity.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sky Van Lines is a Las Vegas-based mover that's misrepresenting their company and participating in unethical business practices. They are falsely inflating their Google reviews with fake profiles while scamming actual people such as my family and countless others out of thousands of dollars. Their numerous 5-star reviews use celebrities and models as profile photos. One example they've used is John Cho from the Harold & Kumar movies. It's been over two weeks and they still can't give us a definitive answer as to when our belongings will arrive, despite us already spending over $5,500 for the initial deposit for the move. Our entire home is being held captive in some unknown location. Now we're left wondering if we will ever receive our things. Any amplification or help exposing this fraudulent company would be greatly appreciated.

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/10/14) */ We understand that every customer has different needs and expectations. We at Sky Van Lines take pride in what we do and attempt to explain the process to each customer directly on multiple occasions. We do not misrepresent ourselves for anything more than we are. The customer is fully aware of where his belongings are. They are located at ********************************************. They are currently sitting in our storage facility, as we have informed the customer that this is where his items would be stored during transit. The customer was provided an average delivery time frame from his first available delivery date, and was explained to him that this is not a guaranteed delivery time frame to his region. We do not gain anything from holding a customer's items longer than needed as we wait for semi's to return for their next trip. The customer has not been charged any storage fees of any kind. When the items are about to start loading the customer will be notified. We in no way have made any direct promises to him about the delivery, simply provided an average delivery time frame. We handle hundreds of customer moves a year, they are loaded and delivered according to their first available date. In reference to the reviews that Mr. B**** is speaking of. We have no control over what profile picture a person wants to use. We stand by our reviews as true experiences and do not appreciate the slander or acquisitions that he is claiming. Thank you Consumer Response /* (3000, 12, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did agree to the terms and are not disputing that. Our items were picked up on 9/23/2021 and the first available delivery date was 9/28/2021. Before the items were picked up, I expressed concern to Brian (a Sky Van Lines representative) that we were concerned our belongings might show up before us since they were being picked up 5 full days prior. Brian let us know that Sky Van Lines would wait until we closed on our new home and we would receive our items very shortly thereafter, potentially on 9/28/2021 (1st available) or very soon after. That being said, we knew it could be 1-14 business days on average as that's what we signed on the contract. Again, we know this is an average but it's reasonable to conclude that our items would arrive within that average time frame or very close to it. An additional 10 business days is not close to that, that's the average range for the coast to coast delivery-which we are not. This is deceiving and a misrepresentation of the actual timeframes. If Sky Van Lines is not able to fulfill their average timeframe, then they shouldn't claim it as the average. Had Sky Van Lines come out from the beginning and gave a larger time frame, we would not be as upset as we are as proper expectations would have been set. Sky Van Lines is a moving company, they should have some idea when their trucks are coming and going, and the fact that I have had to call numerous times only to be told by Tobias that he "has no update" for the past 18 days is absurd. Regarding the reviews, yes someone could choose any profile photo they wish, but Google reviews are tied to an individual's email account. Most people would choose to use their own photo or no photo at all for their own email account. Regardless, it is the characteristics of the reviews that are most telling. Most are from "Local Guides" using celebrity or model photos as opposed to genuine photos. Also, each of these reviewers' "other reviews" is hidden as are the profiles that left them. While it is possible for some of these to be genuine, there are too many reviews that share the same exact wording and characteristics. This isn't an isolated occurrence with a single review, but MANY reviews. This is deceiving to potential clients such as myself and cre**** a false impression of the actual moving experience Sky Van Lines provides. I've also seen Sky Van Lines employee names appear in reviews-writing false reviews of the business they work for. In looking at recent reviews, I've seen numerous genuine reviews expressing the same concerns I have: lack of communication, longer than average timeframes, and in some instances, broken and missing items. These last few points have left my family very concerned as we have not yet received our items. During our QA call with Tobias, he told us that the value of our belongings didn't qualify for the premium insurance coverage, so if we do end up with broken or missing items, we're essentially at a loss. I have a few items in particular that are in their original product boxes (PlayStation 5 and Dell 4K monitor) that were packed that need to arrive. I'm calling out those items in writing now, but ALL of our items need to arrive safely and with nothing missing. It's unfortunate this experience has had to come to this. All of these issues could have been resolved with proper communication and expectations from the beginning. I stand by my statements and the misrepresentation of Sky Van Lines business in the marketplace. I hope that we can receive our items soon and put this behind us for both parties. Business Response /* (4000, 14, 2021/10/19) */ As stated previously, we understand that every customer we work with wants their belongings delivered as quickly as possible. In the long distance form signed and initialed by the customer on the day of the move, as well as in the contract that was electronically signed a few days after the visual. The customer was advised that 1-1200 miles the average delivery time frame is 1-14 business days. 1201 and more is 3-25 business days. The customers destination was close to the 1200 mile mark, with his destination being 1273 miles. With this being said we were attempting to be optimistic and providing an average delivery time frame of 1-14 business days. At no time was this guaranteed or promised that it would occur during this stated average delivery time frame. The customer did have an email conversation with the estimator, where the estimator explained in a scenario how the delivery works. Once again no verbal or written promises or guarantees were made to the customer. The customer was trying to get a better understanding of how delivery works. The estimator did state that from his first available date to accept delivery no matter how early we were to pickup his items, we would not arrive prior to the date provided as the first available to accept delivery. The customer was concerned that if the items were picked up 5 days prior to the first available that he would have potentially received the delivery before he closed on his new home. To sum everything up, based on the mileage of the customers destination, his average delivery time frame is in fact 3-25 business days, but is not a guarantee. This is merely an average. Located on the back of the bill of lading in section 7 is the delivery information as well. The customer is also using a handful of reviews to base his whole point of fear that his items will not arrive. We have on average 30 negative reviews from the last 5 years. If we had only moved 30 families, (since the customer is claiming our positive reviews are fake), then how did we survive for so long as a company. The amount of negative reviews that can be found on our company is approximately the amount of moves that we complete in a month. The customer was never promised or guaranteed any specific services outside the contract that was agreed to.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When we learned that we had to move from Las Vegas to ************* we contacted Sky Van Lines (SVL) and were given an estimate of $8,600. An appointment was made for one of their agents to come to the house and the costs were now established at $12,450. The move would take anywhere from 3 to 21 days. We signed the contract, paid 10% down and agreed to pay 50% at the time our inventory was picked up and the remaining 40% at the time of delivery, before our furniture was taken off the truck. SVL picked up our inventory on April 27th so the delivery date should have been May 18th at the latest, 21 days later. The actual delivery date, however, was not until June 14th, 48 days later. If we were not ready when SVL was scheduled to arrive we would be charged $900 per day. We had moved into the empty house and had purchased basics like air mattresses and cooking utensils and were anxiously awaiting updates. When the truck finally arrived, the contents were in bad shape. Much was damaged, broken or no longer usable. SVL referred us to CSI, their insurance company, and we filed a claim with them along with pictures (see attached). We were told to keep all the damaged Items and the boxes they were packed in. CSI initially told us our claim was next and we would hear in three days but nothing happened. We contacted them again and were told on August 3rd that there were 440 customers ahead of us. We have heard nothing from them since. Thank you in advance for any assistance you can give us. Sincerely, Touradj Z******* Tel: **************

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/09/29) */ We would like to take the time to respond to this current complaint. The customer was in fact provided a quote for 8600 over the phone based on the inventory he disclosed to the sales rep. Upon an in-home estimate being completed the price did increase due to the customer not disclosing all the information of what needed to be moved. At the conclusion of the onsite he agreed to schedule his move with us. At the time of booking he was advised that our average delivery time frame to his region is based on his first available date to accept delivery. We also explained during multiple conversations including a conversation 1 week prior to the pickup. The average time frame to his region was 3-21 business days from the first available date of 5/1/2021. The average delivery time frame is not a guaranteed delivery time frame. The customer also signed on this during the pickup where it was once again explained to him. The customer attempted to use all forms of manipulation throughout the entire process. From threatening to not be able to continue using our service because of the estimator not willing to go back to his house for a third time to revise the estimate. Even after he insisted on a second onsite a month prior to the move. We informed him to wait until he was closer to pickup date, but would not accept that answer. He threatened us with legal action on 5/18/2021 because his items had not arrived yet. We sent him the copy of the recorded conversation that took place prior to the move and explained the delivery time frame to him. This was also explained during the onsite and in our office face to face. During long distance moves things can happen in regards to damages. We offer every customer the opportunity to purchase full value protection or they can take the standard valuation coverage of $0.60 per pound per article at no charge. The customer elected to take the standard valuation coverage. When filing a claim the claim is processed through CSI. They are a third party claims company that deals with many moving companies across the country. They have guidelines and regulations that are set forth that they must adhere to. We reached out to CSI after seeing this complaint as we were not notified of anything until now. CSI did indicate that the case manager Maria reached out to Mr. Z*******, on August 3rd by phone and email. They did inform him at that time he was 440th in line to have his case evaluated by the claims adjuster. He is currently 138th in line. CSI is working as fast as they can and will keep him posted of the findings as soon as they have further information. Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We disagree with Sky Van Lines' statement that the goods were delivered in 21 days; 21 days means delivery should have been made by May 31. Actual delivery, however, did not take place until June 14th. According to the contract ". . . Any kind of delay by the shipper will be subject to additional charge of sic follows: For entire day delayed - $600.00. . ." Business Response /* (4000, 9, 2021/10/13) */ The statement provided by the customer in his current response "Any kind of delay by the shipper will be subject to additional charge of sic follows: For entire day delayed - $600.00.", is referring to them. They are the shipper. We are the carrier. If we attempted to delivery their belongings and were unable to accept delivery at the time of arrival after confirmation was made, this is the penalty they would face. On the bill of lading located on the back in section 7. We guarantee delivery to occur within 30 business days. If we fail to perform the delivery within 30 business days, the customer would be compensated $30 per day per diem regardless of actual expense. The delivery did occur within the 30 business days as promised. As previously stated 3-21 business days is our average but not a guarantee. This exact statement is listed on all documents signed by the customer prior to pickup and at the pickup. Consumer Response /* (4200, 12, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) SVL is not offering a solution. I do not see this case as closed and may seek legal representation. Also I am still waiting for the evaluation from CSI/SVL. Thank you so much for your assistance. Business Response /* (4000, 14, 2021/10/18) */ We understand that every customer wants their claim processed quickly and efficiently. However CSI works with hundreds of moving companies. I did speak with CSI and Mr. Z*******'s claim is currently number 67 in line of being processed. CSI has a specific time frame to process the claim, they working as fast as they can to process the claims they are handling. Mr. Z******* needs to understand that he is not the only customer from hundreds of moving companies that needs to file a claim. Mr. Z*******'s claim will be processed and handle appropriately and accordance with standards set forth by the DOT and FMCSA. If Mr. Z******* has any questions regarding his claim he can contact CSI online through their chat feature or by phone at 772-745-5246. He can send them a letter to the following address of: ****************************************************

• Initial Complaint

  06/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Picked up furniture and boxes to be moved from Las Vegas Nevada to **** ***** Florida on 5/14. There was an expectation of delivery within 3-21 business days. My stuff has not as yet arrived. I was also told today that its not even left Las Vegas. I wish someone would have conveyed this possibility before they took my money. The only response I have ever received to my E-mails is "We are experiencing minor delays going to Florida. I will keep you posted as the information becomes available". I have been sleeping on an air mattress since my arrival.

  Business response

  07/26/2021

  Business Response /* (1000, 5, 2021/06/29) */ We understand how frustrating it can be when you are awaiting new information for your delivery and being reunited with their belongings. We are doing everything we can to ship customers items out to their destination as fast as humanly possible. The customers' items were loaded yesterday 06/28/2021 and left. As the customer had stated in his complaint, we are experiencing delays to Florida currently. We are advising all customers in advance of our delays to avoid any problems and give them the opportunity to seek out other alternatives if they require their items quickly. We do not want to have anybody waiting and would want nothing more than happy customers with the service they will be receiving. We wish as a team that we could perform these deliveries faster than any person would expect, but covid did take a toll on the entire industry and has affected all companies alike. Consumer Response /* (3000, 7, 2021/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is good that my stuff has been loaded and on its way to Florida but I was never advised about the delay that they stated to this destination. By accepting their response, I would have acknowledged that this was acceptable behavior by the company. The company should have sought other methods for getting my goods to me in a more timely fashion like sub contracting the load. In addition I think I am entitled to know what those delays are. I do have one question for anybody involved with this transaction; Would this be acceptable if it was your family waiting for their stuff? Business Response /* (4000, 9, 2021/07/01) */ In reference to the customers question about the delays. Currently worldwide there are shortages of trucks/cars, drivers and trailers. The increase in volume to his destination has gone up by 400% compared to previous years. We had a driver waiting almost 2 weeks just to get another truck. We can not even buy any new trucks as they are not available. If you try to rent a semi or lease a semi, there is currently a waiting list of nearly 2-4 weeks out. It is never our intention to hold up anyone's shipment. With what is going on in the trucking industry, I personally would understand the circumstances and would accept that the delays are out of the companies hand as long as they did respond to me if any questions arise. If the company ignored me and did not give me any response or accept phone calls from me, then I would be concerned and upset. By having delays, we do not gain anything from this. We are doing everything we can to try to ship items out as fast as possible and perform deliveries as quickly as possible as well.

*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. ↩