Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We paid the moving company $10,500. $3000 was to store and insure our items for one year. We were notified on the day of the move that a person in Nova Scotia underestimated their belongings and as a result, they could not ship our car. Our options were, ship vehicle via rail in 30 days or wait 2 weeks for another person to ship everything so my family lived out of a suitcase and on the floor for 2 weeks upon moving into our new home in Alberta. We had to foot the bill to rent a vehicle for those couple weeks. Upon receiving our items, everything smelled terribly and we had to throw a lot of things away. We did not put an insurance claim in on that but we did list two tvs that were no longer in working order, a new bed mattress that contains burns and a hole from dragging it and a damaged race car set. After submitting my claim, I was contacted by a person named ***** stating he was going on vacation and would review everything once he returns in 2 weeks. After 6 weeks he contacted me again stating he was catching up on things. I waited a couple weeks and from that point on he would not respond to calls or emails. 6 months after submitting my claim, I was contacted by a person named *****. Her phone number is ************ and she is now the adjuster dealing with the claim. She quickly refused to pay for the tvs saying there was no way to know if they were broken before they were shipped. The tvs were packaged by the shipping company themselves. Obviously we would not package and pay to store and ship a broken 60 inch TV for a year. She refuses to cover the race track even though her shippers removed it from our vehicle and damaged the item. She is also wanting a receipt for proof of ownership and value of the mattress which obviously we do not have after a big move which they held our items for a year. We paid a lot of money to this company and only ask that they do what is right and replace the items they damaged. Nothing more.
Business response
17/01/2022
Good day,
I have reviewed the complaint, and reviewed what information I could find on the move.
It would appear Allied Van Lines has settled with Mr. ***** on the mattress and the race car set.
The tv’s appear to be declined due to no evidence showing the Booking agent packed it. I could not find anything that showed the packing charges were applied to your move for packing, this appears why they would have been declined.
Your other concern about your shipment taking a long time to get delivered, unfortunately that sometimes happens, we do our best to deliver in a timely fashion, however sometimes shipments are delayed for different reasons.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.