ComplaintsforColeman Worldwide Moving, LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Everything that could go wrong, has gone wrong.- Movers did not show up on the contracted date and did not let me know until after noon - Delivery came late after the last date of the 6 day window - After already being late by a day, was told they would come between 9-11AM, they showed up at 4:45PM (when my building was closed)- Signed a contract for unpacking services, not one box or item was removed from its box (Movers said it was too late in the day)After all of this happening, they were missing my sofa (my only major piece of furniture). They found it after 2 days and are advising that it will be delivered after 2 more weeks... Over a month after they picked it up on a RUSH shipment.Our contract states I will be reimbursed $100 for each day that the delivery is late. I am expecting $100 for the entire move being late, along with either (i) a refund for the cost of the couch, or (ii) $100 for each day that the couch is late.I have been reimbursed $0 and I was forced to miss my first day at a new job due to this move.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired Allied/Coleman. to move us from **********, ***** to ********, **********. When we signed with them, *************************, who has since left the company suggested we take out a $l00,000 insurance policy because we had famiiy heirloom antiques. We were responsible for valuing the antiques. We valued them separately and it came to $34,000 listed separately. They took an inventory of everything. When the furnishings arrived 2 days late because they transfered everything which was loaded at our house in ********** to another truck, lots of things were damaged.The delivery man,made an extensive list of the damaged furniture. I filled a claim with them, they came back with a response that what was sold to us as an insurance policy was not really an insurance policy.And they determine the value of the damages. saying the antiques had previous damage, which was untrue. The buffet was a Georgian piece and they knew nothing about the value of antiques. Basically, I hold them responsible for the damage and to honor the $100,000 insurance that we took out. It has taken months to get a response and, it showed they were not responsible. I may not be able to be paid for the value of the antiques they damaged in the move, but I want to go down knowing that no-one else has to be put through this kind of deception. I need your help in. warming people and holding them responsible. It has been a nightmare.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My experience can be described as suspicious and unethical. I contracted with the movers, their process involved 1) an estimate of cost based on the items in the home. 2) Weighing the items twice once on the truck to provide a general weight and cost. A second weighing to verify and confirm the final weight and amount. I received the final confirmation of weight and costs from the company. My items were placed in storage for three months, which I paid for upfront. To my surprise, when it was time to deliver my items. I was informed that in order to release the items I needed to sign a NEW contract and agree to pay more! When I asked for an explanation of the increase in cost I was informed that the weight had changed! I am perplexed as to how after weighing my items twice, sending a final confirmation email of weight and cost, there is a changeAt this point in the process to be informed that to release my property I must agree to a change in contract with an increase in cost! I would described this action in one wordextortion! After sending 10 emails, 8 phone calls with the staff, and numerous text messages with the corporate office, they have been unable and in some cases unwilling to explain how/why the weight changed. As well as make sense of why I should pay more than the contract / agreement. The explanation of a weight increased is unacceptable. We all know the weight of items do not change. Being extorted for my household items is unfair, unethical, and most likely illegal. Of course when I shared this perspective to their rephis response. No its not.*** tried for days to resolve this ************* refuses to return my call. One option I do have is to warn other consumers to beware and stay far away from the suspicious practices of this company! Unbelievable!

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  From speaking of smoking weed in the work vehicle to physically intimidating my wife and breaking our things, this was the worst moving experience possible. Every single box was turned upside down onto our bed or on the floor. Destroying many items due to absolute carelessness of the movers, to include wood floors and sentimental items like wedding flowers. I worked in my office the day of my move and my mother in law was inventorying the items. When I offered to buy them pizza they stated we dont like pizza get us something else. I was bombarded in the afternoon with the movers trying to leave and force my wife to sign paperwork for items that had not been accounted for and never showed up, such as my high value motorcycle. They told my wife we were, "holding them captive in our house." We asked for an unpack but many boxes were not unpacked and more were left (after being thrown down our stairs. Throughout the day movers placed random things into the fridge, used our phone chargers, laid on our furniture, and used random bathrooms--which is all totally fine with us, but all was done without asking permission or saying a word about it. Before leaving, multiple movers cornered my wife and shoved a phone in her face and said "leave us a 5-star review so we can leave. We need a review and you better give us a good one."I also must say, I received reports from both by TWO AND A HALF YEAR OLD SON and wife that the movers were bragging about "how high" they were on the drive up to our house from ********. My house was an absolute wreck and I have many photos. Myself, my wife, and my mother in law spent weeks straightening our house out.The operations manager called me promising things would be made right. Him, the TSP, and ******* well aware of the issues the night of the move. They have stated they will not cover a majority of the damage and the operations manager and claims adjuster have been ducking my calls and messages. I have tons of photos.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our family, slated to relocate from ***********, *****, to ************, ******* around January 4, 2024. We selected Allied Moving Company, based in ***********, *****. The sales representative assured us of the best rates and top-notch services. However, on the scheduled moving day, the driver disclosed that the quoted weight of the move should have resulted in a lower price. Regrettably, the sales representative displayed a lack of integrity during discussions about the cost discrepancy, failing to provide all necessary information for informed decision-making on service costs and alternative options. Albeit the total weight based on the virtual assessment was significantly different from the actual move and the time of the year for moving warranted an equitable move analysis, the sales associate was only willing to adjust the cost of the move by $126.00.On the moving day, the crew comprised five individuals, including two young men aged 17 and 18, a local driver with questionable hygiene possibly indicative of addiction recovery, and a woman who shared extensive personal details, including her imminent flight to ****** for her wedding. A quality assurance officer arrived later to inspect the move.While we had pre-packed the majority of our home, excluding larger items like desks, bedding, couches, TVs, freezer, and wall art, discrepancies emerged during the packing process. The woman responsible for recording and cataloging our possessions labeled boxes with the acronym "PBO" (Packed By Owner), causing inconsistency between the ledger and boxes, especially those with TVs, which we furnished but were not properly labeled or coded in there system for record keeping.Questions about wrapping the freezer were met with assurances that it would be "wrapped on the truck." It became evident that the San ************ had failed to properly wrap or protect several items they packed, resulting in the breakage of two TVs (43-inch and 50-inch) upon arrival.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 27, 2022 Coleman, an Allied company moved my possessions to their storage facility in **********. The load was unloaded and stored until June 17th, when it was transferred to The Ideal Move in ********** NY. It was unloaded and again loaded on July 5th when it was delivered to me in *************. Three cartons are missing from this move. I have called both facilities and was told that all items were accounted for in each move, i.e. nothing was found 'missing'. I know for a fact that that cannot be accurate as there is an item in the inventory that does not exist, yet at no time was it noted as 'missing.' I was told that the driver does each inventory as it is loaded or unloaded. I have tried to get information as to the procedures they are required to follow when locating missing items, I cannot get this information. I called El Paso and they told me nothing was missing. I called Schenectady, twice, never got a return phone call. It seems, those cartons must be somewhere. I want to know where they keep items that are not claimed.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contacted this business to move us from a storage facility to ************. On load day movers were over an hour late arriving with only a male driver and female show up. Other help did not arrive for 2 hours and 3 hours respectively. On delivery day only driver of truck showed up. Was told they were sending "two crews in hopes one of them would show up". ****** tried unloading truck by himself for an hour unitl myself and my 75 year old father in law assisted him. Other help again did not show up for 2 and 3 hours when job was almost done. Contacted upper management and received a phone call back a day after they said I would from Will and ****. Explained above to them and all they offered was "we are sorry there is no excuse". "we have trouble getting help in both the areas you moved from and to". Not acceptable to pay that kind of money and then me and my family have to do the work also. If I wanted to do that, I could have just rented a uhaul.

  

  Business response

  12/11/2023

  We regret that ****************** was not pleased with his recent relocation within the **************** and experienced some issues related to his service. ****************** has used Coleman for multiple relocation needs, and we are always happy when someone uses our services for multiple relocations. We have asked our customer care team to review this matter, and notes from the shipment indicated some concerns at the time of service. Our assistant director of *************** and quality should have reached out to ****************** and offered him a $400 gesture of goodwill and reemphasized our regrets that all expectations were not achieved. As a mover for over 100 years, we strive to offer the best customer relocation experience for every family, individual, or business, we serve. We do hope this offers some resolution to this matter and wish ****************** a great and blessed holiday season. 

  Customer response

  12/11/2023

   
  Complaint: 20975645
  
  I am rejecting this response because:

  While I appreciate the offer, I think it is clearly not enough due to the circumstances that Coleman has pointed out in their response.  I am a repeat customer and not just once.  I spent two full days waiting on our items to be loaded and again unloaded.  This could have been done and was done, once help actually arrived, in less than 3 hours.  17 hours over the course of 2 days is worth more than $400.  I would have thought this would not have happened on the unload day when I expressed my concern the first time while loading to the move coordinator.  I think it is fair to refund $1000 for this issue if they expect me to use them again in the future.  I also would have thought that their management team, **** and ****, would have immediately addressed this with me during our phone conversation but yet they chose to just make the excuse that they "always have trouble getting help in my load and unload cities". Well those two destinations are 3 hours apart.  If you have the same issue in two locations that far apart then it seems to me there are far bigger issues that need to be addressed.

  As a business owner of two businesses myself I know if I had that issue I would be getting to the bottom of it immediately.  I would offer my customers solutions, not excuses.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a number of broken items and missing items during my move in which Colemans has refused to contact me for their supposed insurance claims process.

  

  Business response

  11/22/2023

  We regret that ***************** experienced some damages related to her recent relocation that made it necessary for her to file a claim and this complaint. As an agent for Allied *** Lines, we are required to let the van line handle any claims for loss, damage, or delay that was hauled under its tariff and authority. Our records indicate that she is currently working with ************************* with Allied claims to work through her claim.

  Customer response

  11/24/2023

   
  Complaint: 20824030
  
  I am rejecting this response because every time Ive tried filing the claim you cant complete it on the given site. I have about $2000 worth of damages. I finally gave up and just sent them an email with damaged photos a photos of replacement items. I honestly think they make filing a claim so difficult where you simply give up. I cant recommend using this company. They dont care about you once youve been delivered. Its been a nightmare. I should have known this would be my end result after dealing with ****** who was so rude and non-communicative during my packing and move. Not one thing should have been damaged nor lost since I paid them to move me. They lost an entire bakers rackhow does that happen????
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It took the movers 13 hours to move stuff out should have taken 7 said could not get top piece of furniture down steps had to Leave behind. Was to deliver bottom piece of that furniture back to new homeowners still have not done this. Missing hooks to a swing missing brackets to a hutch shelf. Broke piece of bed, several scratches in the furniture. Was to deliver furniture on the 30th didnt arrive till 31st .put 2 holes in the wall at old residence. Did not assemble furniture correctly when delivered. Have filed claim for the ****** for wall damage. Cannot find replacement hooks for swing so that is useless.

  

  Business response

  10/06/2023

  We regret that ******************* was not fully satisfied with her recent relocation, thus, leading to this complaint to the BBB. Our records indicate that the other half of the hutch was delivered as requested, and that she is currently working with Allied Claims to address any claims for loss or damages. As an agent for over 100 years, we strive to deliver a strong customer experience to everyone that we serve. We regret that goal was not fully met in this instance and hope that  we are at a resolution to this matter once her claims are resolved.

  Customer response

  10/06/2023

   
  Complaint: 20564544
  
  I am rejecting this response because: I am without a ******* piece of furniture and have not been able to find another armoire to replace the one I had to leave behind. The bottom was delivered to the new homeowners but that doesnt help me any. I also wasnt able to find hooks for the glider and had to purchase a new one.
  
  ************************************************

  

  Business response

  12/11/2023

  Our Records indicate that ****************** received the following email correspondence from her claims adjuster on 10/5.  "I have requested a check for the amount of $400.00. I have paid as claimed on the residence damage, the hooks for the swing and the brackets for the entertainment center. The check will mail out on Monday, next week." Her claims with Allied also had the previously mentioned hutch/armoire's bottom that was returned to the new home owner at origin. While we regret that ****************** wasn't fully satisfied with her service which lead to this complaint, we do hope this offers some resolution and wish her a very happy holiday season. 

  Customer response

  12/11/2023

   
  Complaint: 20564544
  
  I am rejecting this response because: Im still without a piece of furniture and cannot find another one to replace it. The movers did a crappy job.  We thought they had just put the mirror on the dresser wrong but when we finally got to fixing it, they didnt put all the screws back,on just lucky it didnt fall off and break. There BBB rating should be lowered. Id never recommend this company.
  
  ************************************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 24th, 2023, we used Allied Moving Company to transport our belongings from ***************** to *********, **. Our belongings were scheduled for delivery on Saturday, July 28th, with a **** window of delivery. That window passed, and hours later, still no communication from our driver. We had a tracker in a box in the van, and could see he was sitting a mile from our home.. for many hours. We tried contacting our surveyor. And coordinator. They eventually responded saying they didn't know what was happening with our driver and delivery. Finally our driver called and said he was coming over. He arrived at 4:12 p.m. They were still unloading our belongings through the night, and into the next morning.After midnight, the driver informed us he was going back to Georgia later that morning Sunday, July 30th) and that someone will have to drive our belongings back, perhaps Monday, perhaps in a few weeks. We told him that was unacceptable, and that he had to come back later in the morning and finish delivering our belongings.He disagreed, and left. We saw via our tracker that he got as far as ************** when he was told to go back and finish our move. He called Sunday morning to say he was on his way back. He did not reappear with our final belongings until 4:00 p.m. Sunday afternoon.This is a breach of the contract we signed, stating a clear date and time and clear communication between driver, company, and ourselves. Several items were broken and severely damaged in this move, to which I have submitted through their claims service online, as well as damages for compensation for the taking of our belongings, as well as late next day delivery. We are looking for help regarding a complete refund of this situation, for the amount of $7,800.

*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. ↩