Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wayflowers Van Lines, LLC provided moving services from ************** to ******. Among other issues, our china hutch was damaged. The crown moulding was detached. The mirrored glass in the hutch was shattered due to their improper handling and packaging. They charged $200 to package (bubble wrap) the hutch. It was not bubble wrapped to protect the mirrored glass, only the glass doors.This damage occurred during the pick up date of 2/28/2025 and delivery date of 3/24/2025.The moving insurance company only offered a settlement of $77 to repair the hutch.A local (Oregon) furniture repair company quoted $1,995 to repair the hutch.

  

  Business Response

  Date: 05/07/2025

  Thank you for bringing your concerns to our attention regarding your recent move . We sincerely apologize to hear about the damage to your china hutch and appreciate the opportunity to respond.
  According to our records and the signed Bill of Lading for your shipment, you selected Released Value Protection, which limits our financial responsibility for loss or damage. Under this level of liability, the compensation is based on the items weight, not its actual replacement or repair cost. If, for example, your china hutch weighs approximately 125 pounds, the maximum liability for that item would be $75.00 (125 lbs $0.60). We understand that this amount does not reflect the actual cost of repair you have received locally, and we acknowledge how frustrating this must be. However, the liability option chosen, we are not authorized to provide compensation beyond the calculated limit. 
  Regarding the packaging service for the china hutch, the $200 charge cover the labor and materials used to prepare the item for transit. We take care in training our staff on proper packing procedures, but we recognize your concern and will review our internal handling practices to ensure continuous improvement. 
  Again, we sorry for the inconvenience this situation has caused and are available to answer any further questions you may have, please feel free to contact us at ********** at any time.

• Initial Complaint

  Date:11/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  I am rejecting this response because:

  it is untrue that the company is just now hearing about these missing items. I reported the missing items immediately to the driver. I also called the company and reported missing items. this company failed to take any action to recover my missing items. I again called the company to follow up regarding these missing items, which is when i was told to file a claim. 

  the quote was wildly inaccurate. i understand that quotes change, but i was misled by this company and i wish to warn other customers. 

  I also cited a number of customer service issues within my claim (ex lack of responsiveness), which the company has failed to address. 

  finally, i am not satisfied with the way the company is handling my missing items. i understand that there is a policy in place regarding cost. however, how on earth did they arrive at this cost based on weight of items that they have no idea are missing? a bed frame, my entire dish set, expensive clothing, an invaluable collection of jewelry, among other items. I believe these items were stolen. the companies poor response and lack of consideration is upsetting. I simply would like to warn others not to use this vendor. 

  
  

  

  Business Response

  Date: 11/18/2024

  Thank you for sharing your concerns. It is very important to us to hear from our customers.
  We are responding each of your concerns separately for clarification.
  1. Your Concern About the Quote
  We are truly sorry for any misunderstanding. Based on your file, Wayflowers Van Lines is your carrier only, and we did not provide you with the original quote. All our charges are based on the exact services provided. After carefully reviewing your file, we found that additional charges, such as long carry and elevator fees, were added at the time of delivery.
  Our contract clearly explains all possible additional services that are not included in the initial estimate. For reference, we have attached a copy of the signed post-contract service documents. For any further questions regarding your original quote, please contact your broker directly, as we act solely as the carrier.
  2. Your Concern About Missing Items
  We are sorry to hear about the missing items. Unfortunately, our records do not show any reports of missing items before the complaint was filed. However, we will immediately begin a track-and-trace process to investigate further.
  3. Valuation Protection and Claim Settlement
  According to our records, you selected the Limited Valuation Protection option, which comes free with your move. Compensation under this option is calculated at $0.60 per pound and does not cover the actual value of lost, damaged, or destroyed items.
  Your claim was processed by an independent third party claims company based on the valuation protection level you selected. Additionally, our customer support team attempted to contact you to discuss offering a complimentary increase to your compensation, but we were unable to reach you.

  
  Please let us know if you have any further questions or require additional assistance.
  

  
  

  

  Business Response

  Date: 11/22/2024

  We are sincerely apologize that our response did not meet your expectations. Unfortunately, our records do not show any reports of damage/missing items directly with our company. Please note that your move was booked through a broker, and we are two separate independent companies. If you reported the issue to the broker, we regret to inform you that we have not received any notes or communication from them regarding this matter.
  
  After carefully reviewing your file, we could not find any calls or emails addressed to us directly. Additionally, your delivery documents do not contain any remarks about damages/ missings.
  Attached Inventory List with blank Remarks section. 

  
  We are keeping track and trace of the missing items, 
  
  We are truly sorry for any miscommunication and would be happy to assist you further. Please contact Wayflowers Van Lines directly at ************, and our professional customer support team will be happy to assist you.
  
  Thank you.