ComplaintsforFederal Warehouse Company

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Piled Up, Broken, Not Delivered If I could give less than 1 star I would. They had stuff piled to the roof in their truck and boxes piled on top of stuff that said "Do not stack" Boxes labeled "This side up" sideways with stuff on top. They're supposed to be final mile "white glove" delivery, however, they never even unboxed the items to check them after the LTL carrier delivered them at their terminal before they brought them to me. They just piled my bedroom set into a truck full of stuff. Imagine if they come back after a new part is received by them and open another box and something else is broken, then do they drive off with my whole order again and I wait again and then we repeat the process? They would only leave my order if I said they could pile it up in my garage in parts until such time as new parts arrived and then they would return and bring it inside and put it together. While I paid 199 for them to bring it in and assemble it, it's important to know that the retailer that sold me the order has also paid a portion of the shipping and it is more than what I paid. This isn't just the 199 delivery fee, its the 3000.00 I paid for the goods they have piled up in their truck with zero care at all that will now ride around with them for the day and sit in some kind of storage until... whenever... My order sat with them for a week because they only deliver to my area Thursdays. Based on what I see they are not careful with things at all and I can't even imagine what else is broken. When you call you get voicemail. I had the retailer I bought my set from on the phone as the truck was driving away while I was still trying to even get a copy of the photo of the broken item. Clearly the supervisor the truck crew was talking to is not qualified to be in his position and a company thay allows this kind of thing to go on doesn't deserve to be in business. They did not take care with my things and did not perform the service I paid for. I will not go away until this is fully resoved to my satisfaction and if I have to go after them with a lawyer I will. I want my stuff checked for damage and delivered and set up as agreed.

  

  Business response

  06/03/2024

  I just spoke with the customer on this order, and she is willing to update her complaint as I handled the issue very quickly and she was very happy with the quickness to get her handled.  She is asking for the BBB to reach back out to her or to send her the code for her to be able to correct this.  I don’t know how to handle.  They can send her the link and code to her email, and she will correct her statement.  Her email address is ************************* 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This issue involves Federal Companies, Allied Van Lines and Coleman Worldwide Moving. It involves a move from St. Louis MO to St. Louis MO and ****** ****** ** contracted for on May 6, 2022. The complaint is threefold: failure to complete the move to SC; failure to reimburse for damages caused during the move; and misrepresentation of the condition of belongings on the inventory. We have used Allied since 2005 so we do not make this complaint lightly. With respect to our move from St Louis to St Louis, we claimed reimbursement for damages of a TV and to our couch. We include pictures of the condition of our property prior to the move. The claim was denied because based on "codes" placed on the inventory, Federal/Allied claims that 1) it did not pack the TV and 2) the couch was ripped prior to the move. A look at the inventory will show that EVERY piece of furniture was designated as badly worn, torn or scratched. The codes were not explained to us otherwise we certainly would have objected. There also was a "code" that indicated our TVs were packed by us when it is clear on our contract, we paid for the TVs to be packed and in fact they were packed by the movers. We responded to the denial by explaining that the reasons the denials were wrong. We are very concerned that this practice of intentionally designating all items as damaged prior to the move is encouraged by Allied and Federal to avoid paying claims. With respect to our move to SC, the local move was never completed. We had to hire movers to move our items into our home from Coleman's distribution Center. We incurred incredible expense to travel to SC to meet the movers on the dates in the contract. We were notified two days after the move was to take place that no one was available to complete the move. Our items remained in Coleman's distribution center until we moved them ourselves. We have asked that our claims be granted, payment for the cost of the SC move and refund for the SC move paid.

  

  Business response

  09/16/2022

  Federal Companies regrets any instance where we fail to meet a customer’s expectations.  We appreciate the opportunity to review this issue for our customer and have identified several areas for improvement throughout our company.
  
  
  This complaint involves two shipments, performed by two separate companies as they were performed on two separate bills of lading:

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

  * ******** ******* an interstate move with Allied Van Lines from St. Louis and Daniels Island SC. Federal/Gateway scheduled the customer’s interstate transportation with Allied to take place between 6/16/22 and 6/30/22 prepared the customers’ goods for transport and prepared the customers’ goods for transport.
  
  
  *With respect to the first shipment, our customer submitted a claim for damaged items in their shipment and was sent a check for $125.00 on 8/4/2022 to reimburse them for damaged items that were consistent with the descriptive inventory signed by both the customer and driver at both pickup and delivery.
  
  
  On 9/8/22 via email, our customer accepted our goodwill offer of $200.00 for their claimed TV and Sofa damage. The $200.00 check will be prepared on 9/15 and will be mailed to the customer.
  
  
  ***** ******* ** *** ****** ********* ******* ******** ****** *** ****** *** ****** *** ***** ******** **** ******** ** ********  *** ******** *** ******** *** ******** ** ******* ** ******* *** ******* ** ******** *********** ********* ** ******** ** ***** **** ******* ******* **** *** ********* *** *** **** *** ******* ** ******* *** ********* ***** ****** * ********** ********** ** * ****** ** **** ******* ***** *** ** ** ****** ** **** **** ***** ***************** ******* ****** *** ******** *** ******* ** *** ******** ********** **** *** ***** ******** ********* ** ******* ********* ** * ****** ** ******** ***** *** ******** ** * ****** ** ******** ** *** ********** ******** ******* ** ******** *** ******* ** **** ****** *** *** ******** ********* ** ***** ***** **** *** *** ********* ** **************** *** ******* ******* ******** *** ******** **** *** ******* *********** *** *** ******** ******* ******* ** ****** *** ***** *** *** ******* ********* ** **** *** *** ******* ** *** **** ** ****** *** *** *********** *** ********** ***** ** ******** *******  ** ** **** ******* **** *** ******** ****** ** ******** *** ***** *** ******* **** ********* * ****** ** ****** *** *** ** *** ***** ** * ******** ******

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2021, we used the moving services of this company (affiliated with Allied) to move to NC. We got a quote for the move and a rep came to the house to note how much was to be moved. On moving day, the mover felt there would not be a room issue, however, at the end of the day, he said it would not all fit. We had to be moved out of the house the next day and the only option the company gave was to have another truck come later and move it separately, although it would cost and no guarantee it would arrive at the same time. Since that was not an option, we had to rent a U-Haul and auto transport to pack the remainder of our items. This resulted in an out of pocket cost of $1,800 due to the company's erroneous quote. On move in day, we got a 3 hour notice of arrival (despite being told we'd have 24-48 hour notice) and they had to use our U-haul to move items, of which 24 were destroyed or damaged. Compensation did not seem sufficient due to number of issues. More details in Email 1.

  

  Business response

  11/16/2021

  As we have stated before, we apologize for the issues you have encountered on your relocation.  Our intention is to do our best to meet your expectations from estimate to delivery.  As you have been in contact with us about these issues, we are trying our best to provide clear and honest response, as we have done outside of this message. The estimate provided to you was a non-binding estimate.  A non-binding estimate weight is determined by the goods you advised the sales consultant would be moved to NC.  We must stress that these are ESTIMATES based on those items.  If you stated you were going to remove or possibly not remove items based on give away, disposal, or donation, the consultant does their best to account for those discrepancies that may occur.  If you did not eliminate those items you stated, the weight can be affected just as much as if you did get rid of those items or more items.  It is difficult for the consultant to navigate those possibilities, if not fulfilled and the non-binding estimate is in place to protect against those discrepancies for both parties involved.  If you are uncertain of how the non-binding estimate works, we would advise you to review the Consumer Rights & Responsibilities provided to you during the estimate.  It will help to clear up how this estimate works and why discrepancies in the billing could have occurred.  Your estimated weight was 7,750# and our truck that was at residence moved 8,820#.  It is unfortunate that we did not have room for the rest of the goods in your home, but we did offer to pick up the remainder of those items with the clear understanding that they may/may not arrive at the same time of the items on our truck. The decision to rent the UHaul was yours, to which we have no liability to you for that rental.  Although you were not happy with our response of possible delay of those items, we did not make any decision to rent for the extra items that were asked to be hauled. Our costs were based on the weight we hauled and our billing reflects the same.  Thank you.

  Customer response

  11/17/2021

   I am rejecting this response because:  We understand the business' position regarding the quote, however, I respectfully request the business submit the $350 they said they would send as a goodwill gesture for use of our U-haul to shuttle the equipment at the destination and for our experience (see **** ******'s correspondence of his willingness to do this). Our response was for them to reconsider this amount, but we did not receive any correspondence since, leading to this complaint. If the business will follow through on their commitment to send the $350, this will resolve the issue on our end.  Thanks.
  
  
  

  

  Business response

  11/19/2021

  We will issue the $350 and you will be receiving a call from us on 11/19/21 in regards to when it will be received.  Thank you.

  Customer response

  11/28/2021

  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.  Pending receipt of said check as of 28 Nov. 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged 1146.90 for moving services. I was originally charged for TV packing ($220) and mattress packing ($92.90) plus 6 hours for the movers ($139 per hour). **** ****** informed me on 8/25 that AT MINIMUM, I would be charged for 4 hours. However, I could be charged more if they took longer than the originally billed six hours OR I would receive a refund for any unused hours over the four-hour minimum. As pictured, the local movers documented that they only took 4 hours for the 9/1 move (they list 8 AM to 12 PM although they came at 8:19 AM and left at 11:50 AM, which rounds up to 4 hours). The movers also note they did NOT pack the TV or the mattresses. Therefore, I should be refunded for services not provided and hours not used over the four-hour minimum. Leading up to my payment, the company was responsive. Since requesting information about my refund, **** ****** and Perry Johnson have stopped responding to emails. My last request for information was on Monday (9/13).

  

  Business response

  09/20/2021

  We apologize for the confusion and timing of response to the issues.  We have applied a refund in the amount of $451.90 to your credit card for the billing corrections made on your shipment.  Thank you.

  Customer response

  09/20/2021

   I am rejecting this response because the moving company has NOT provided a justification for charging me for 5 hours when they were with me for less than four (I acknowledge there was a four hour minimum). They arrived at my door at 8:19 AM and were gone by 11:50 AM. As shown in the attached pictures, we were signing paperwork from 11:45-11:48ish. The truck was closed and driving away at 11:50 AM. I took one final picture (just in case) showing they were gone by 11:59 AM.  Even if they arrived at my door at 8 AM (they didn't), it was still under four hours. I can not accept being charged an additional hour without any explanation. My refund should be 590.90. I will wait for further explanation related to being charged an additional hour that I did not agree to or sign off on in the final paperwork. 
  
  
  
  

  

  Business response

  09/27/2021

  The drive time is not included in the working time.  The extra hour is for the commute from our warehouse to your residence and back from your point of destination, which is part of the estimate that we provided.

  Customer response

  09/28/2021

   I am rejecting this response because: that absolutely was not part  of the estimate. Please provide proof. I literally asked about all things that were and were included. I even asked about lunch breaks (which **** never responded to). Our Philadelphia movers included travel time as a completely separate line item. Travel time is not listed anywhere in the documents I signed (which were attached to my complaint). Furthermore, it does not take an hour to get to and from Federal Warehouse. The movers likely arrived at my home at 8:19 because that is how long it took them to drive there. Proof please. 

  
  

  

  Business response

  11/23/2021

  We appreciate the letter we received from you personally that you were satisfied with the service and from the people that we provided.  We have provided fair pricing for the services that were signed for and provided.  We have no more accommodations to provide for the relocation provided as the scope of the billing covers the time provided.

*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. ↩