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:04/05/2025

  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.

  This company stored my belongings for approximately 4 years and was paid by my company. When it was time to deliver my items, they were unable to find some of my items. Initially told me the delivery weight was different from original weight. They delivered some stuff except my two headboards, a small folding table, mattress and box spring, hardware for the beds and legs for my futon, clothes and some other smaller items. They made me wait weeks before I could file a claim stating the owner was on vacation and they didnt know where to direct me for the claim. Finally, they gave me the information to file the claim. The claim adjuster responded stating she thought the amount for my deceased grandmothers headboard was a lot. I explained it was an heirloom, made in *****, part of a full bedroom, missing and not replaceable. Almost 2 weeks later they said they found the headboard but not the other items I reported missing and they were denying my claim because the headboard the lift was in was found. They said it was the only item in the lift. They delivered the headboard but it was damaged and missing the legs and hardware. They were paid to assemble all my furniture per paid contract. *** reported this to my company so they will not use this company again. However my items are still missing and my heirloom is damaged. As Ive explained to this company, there are items still missing because my futon had legs, the 4 chairs had a table, my winter clothes are missing. I believe someone stole my things.

  Business Response

  Date: 04/21/2025

  Thank you for taking a few moments of your time to express the services that you received and the dissatisfaction that it caused.
  
  We sincerely apologize for the initial concern regarding the missing lift van and the distress it may have caused, especially given the sentimental value of the missing heirloom headboard. Were relieved the contents were ultimately located and delivered, and we hope that brought some peace of mind.
  
  As for your recent concerns, please know that our team carefully reviewed the delivery records and confirmed that several of the items you mentioned were delivered as noted on the manifest. Regarding the damaged heirloom headboard, we understand how important it is to you. A claim form was sent to you on April 8, 2025, so we can arrange to have the piece professionally repaired.
  
  We hope you will still consider filing the claim so we can make this right. If theres anything we can do to assist with the process,please dont hesitate to reach out.

  Customer Answer

  Date: 04/29/2025

  Complaint: 23165165
  
  I am rejecting this response because: This issue has not been resolved. I filed a claim and the claim company was scheduled to come to my home today 4/28/2025 to fixed the damage items. I requested the day off. I called the claim company around 9:15 to ask the estimate time of arrival and the company stated they have me in the schedule for 5/15/2025. As I explained to the representative and read the email the company sent me where it stated they were scheduled for 4/28/2025. I spoke with a manager and they said they communicated with Rebeeie storage company to wait until 5/15/2025. No one communicated that with me, the customer. I feel they are playing games and wasting my time and my vacation days. No one has yet to contact me with a new date. This company is horrible. I did what they asked me to do and they have yet to fix the problem.
  
  Sincerely,
  
  Kia Hackney  

  Business Response

  Date: 04/30/2025

  I wanted to follow up regarding your service appointment.The repair team reached out to you on April 24th to schedule the visit and offered April 28th as an available date. At that time, they understood you needed to check your schedule and that you would call back to confirm, but they did not receive a return call to finalize the appointment.
  
  We understand how important your time is, and to help avoid any inconvenience, the repair team will now conduct a virtual inspection so you wont need to take time off work.
  
  Please let us know if you need any assistance coordinating this or if you have further questionswere happy to help.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23165165
  
  I am rejecting this response because: that is not true. I did explain to the claim representative about continuing to take days off for the lack of the storage company losing my items and wasting my time. However, I told her to put me in the schedule for 4/28/2025 and I would move things around. Clearly they put me in the schedule because they sent me and email the next day 4/24/2025 indicating they would arrive between 9-12 (but I was told they would arrive closer to 9am). Ive attached the email they sent me. 
  

  Additionally, when I called the morning of 4/28/2025, I was told another reason why they were not showing up. I was told they scheduled me for 5/15/2025 because they (storage company) wanted to wait until all items were submit for damage. As I told the claim lady, I cannot submit additional items to the claim department to fix because 1) I dont have the items and 2) the storage company is saying they dont have them. So I submitted the items that are at my home that are damaged. 

  This storage company allegedly found my antique piece of furniture 3 months after they initially delivered (01/08/2025) some of my items. Only after they said they searched their warehouse 4 times for my items and it wasnt in their warehouse and after I put a claim in my piece of furniture magically appeared and they delivered it early April with no hardware or legs. They also delivered my other furniture without hardware or legs so clearly there are boxes and items still missing but they wont admit it. 
  

  None the less, I agree to have someone from their claim company come and attempt to repair the items and no one showed up. Why would they send me an email. See attachment.

  
  Sincerely,
  
  Kia *******

• Initial Complaint

  Date:01/17/2025

  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 signed a contract with Reebie Storage + Moving to pack and ship my possessions for a cross-country move from *******, ** to **********, **. I was supposed to have my things packed on 12/20/24, loaded on 12/23/24, shipped from the origin destination 01/06/25 and delivered between 01/10-01/18/25. I have been in daily correspondence with the team as advised since 01/06/25 and misled by everyone I have talked to about the delivery date. They cannot even provide me a new delivery date, and have dismissed any of my questions and concerns about the dishonesty I've been met with by their employees. They have offered other customers with similar issues $50 and $100 gift cards to placate and prevent poor reviews. I feel I've been taken advantage of by the company as a young woman, and I don't feel comfortable or safe with paying whoever shows up upon the delivery or filing a claim for reimbursement as I fear retaliation.  

  Business Response

  Date: 01/21/2025

  Thank you for bringing your concerns to the Better Business Bureau (BBB). I appreciate the opportunity to address your questions and provide feedback. After discussing the situation with ***** ****, our ************* Manager, and reviewing the circumstances of your delayed delivery, Ive been informed that your shipment is outside the scheduled delivery window. For this, we sincerely apologize. ***** has communicated with your driver, and he anticipates your delivery on January 23rd.
  
  I fully understand the frustration and inconvenience this delay has caused. To address this, we have a policy to compensate $100 per day for such delays. I also regret that you feel taken advantage of but assure you that ********************************** with a history spanning 95 years, remains committed to upholding its promises. While ****** maintains an on-time delivery rate of 96%,occasional delays can occur due to factors like weather, mechanical issues, or other unforeseen circumstances beyond our control.
  
  As outlined in our tariff agreement with the ******************************************* (FMCSA), payment for services is required upon delivery via cashiers check, even though the delivery did not meet the original timeline.
  
  I deeply regret the inconvenience caused by this delay and want to emphasize that it is not reflective of the high standards ********************************* consistently strives to maintain. Thank you again for taking the time to share your feedback about the service and the dissatisfaction it caused. Your input helps us improve and uphold the trust customers place in **.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22826643
  
  I am rejecting this response because:

  You state that there are occasional delays outside of your control, though your company lied to me about the status of the delivery and driver communication, which is well within your control.

  It was stated to me you failed to reach the driver assigned to the delivery for two full weeks, spanning from 6 January to 20 January. How is this possible if I was told multiple different delivery dates over the course of that time frame and assured the shipment was on schedule? 

  Failing to act to resolve and reassign a delivery driver for weeks, failing to communicate any delay with me, lying about the reasoning to insulate you from taking responsibility, then proceeding to threaten me with additional fees after I shared I am unavailable for just a few hours once a week by scheduling that as the new window for delivery is truly a remarkable and intentional display of disrespect on your part. 

  Do not, in an attempt to rectify this situation, insult my intelligence and dismiss my concern citing your long history of success in the industry. I implore you to do better. If not, I hope this dissuades even one person from entering into a predatory contractual relationship with you in the future. 

  Business Response

  Date: 02/03/2025

  As mentioned, we sincerely regret that your shipment was delivered outside the agreed-upon delivery window. Throughout the process, we kept you informed of your shipments status and provided updates as soon as new information became available.
  
  Per our attached agreement, highlighted in yellow, you are entitled to a delay claim of $100 per day as compensation for the inconvenience. We fully intend to honor this commitment and apologize for the disruption this has caused.
  
  We hope that, in the future, you will give Allied the opportunity to provide you with a service experience that meets and exceeds your expectations.

• Initial Complaint

  Date:01/02/2023

  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.

  9/1/22 Reebie ********************************************* moved me from **********, ** to ************. During the move 4 items were damaged. On 9/12 I filed a claim with Reebie on the 4 damaged items and I have reached a settlement with claims department on 3 of the 4 items. However, on the 4th item, a metal storage cabinet, I have not been able to reach a settlement. I have been corresponding with the Reebie claims agent via email and phone calls since November. In summary Reebie first claimed that the damage to the cabinet was cosmetic and that they would only provide $250 as compensation. I challenged this assessment because the latching mechanism on the doors is damaged making opening and closing the door panels very difficult. Reebie backed down on their cosmetic assessment and then tried to assert that the cabinet could be replaced for the $250 being offered. In my claim I had listed the value of the cabinet at $599. This value was based on doing research to find a cabinet of like, kind and quality. I provided a specific example of a cabinet made by Sandusky that met the physical specifications of my existing cabinet. Reebie has stated repeatedly that my cabinet can be replaced for $250, however, they have not provided any evidence that a cabinet of like, kind and quality to mine can be purchased for $250. I have asked repeatedly for specific examples of cabinets that can be purchased from reputable suppliers that meets the physical specification of my existing cabinets. On December 1st Reebie offered an additional $100 to settle the claim, bring the total to $350. Reebie continues to make the statement, with no supporting facts, that the Sandusky cabinet is an upgrade to my existing cabinet. On December 2nd I offered to settle this claim for a total of $400 because ********** had the Sandusky cabinet on sale for $400. All of this is documented in the attached emails. I am filing this complaint because Reebie is not providing adequate compensation for my loss.

  Business Response

  Date: 01/10/2023

  ****************** filed a claim for a metal storage cabinet. We allowed the customer $250.00 as our research showed that like kind and quality replacement cost for the one that ****************** owned. The customer was not happy with the settlement and wanted the replacement cost for a ******** cabinet which was not like kind and quality. It was actually a better cabinet then what he owned. The ******** cabinet is an upgraded cabinet and much sturdier than the one we moved. This was explained to ****************** that we are not responsible for betterment on a claim. In an effort to bring the claim to conclusion we allowed the customer another $100.00.  However, ****************** still kept pursuing replacement of the ******** cabinet which we would not allow as again its betterment. 

  In the meantime we have since provided ****************** with a document that shows a replacement cost for like kind and quality cabinet for $299.00. We have allowed the customer $350.00 which is plenty to get a new cabinet.

   

  Should you need any additional information, please let me know.

  Thank you

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

  ***** Stg

   

   

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18671550
  
  I am rejecting this response because **************** and Allied have not provided me with specific examples of a cabinet that meets my physical specifications that can be purchased for the proposed $350. 

  
  **************** says in her response that We allowed the customer $250.00 as our research showed that like kind and quality replacement cost for the one that ****************** owned.   What research?  You have not shown me any research.  Where are your specific examples?  Show me your research that shows you can replacement my cabinet that is of like, kind and quality to my cabinet for $250? 
  

  **************** also makes the following statement in her response that I dispute:  In the meantime we have since provided ****************** with a document that shows a replacement cost for like kind and quality cabinet for $299.00.  I have received no such document from Allied, either by email, fax or USPS.  Provide me the document.
  

  **************** makes the following statement in her response that I also dispute. 
  The customer was not happy with the settlement and wanted the replacement cost for a Sandusky cabinet which was not like kind and quality. It was actually a better cabinet then what he owned. The Sandusky cabinet is an upgraded cabinet and much sturdier than the one we moved.
  
  Below is a side by side comparison on the specifications for my cabinet and the Sandusky cabinet I provided **************** as an example replacement cabinet of like kind and quality.
  My existing cabinet                                                                  Sandusky Classic Series Steel Freestanding Garage Cabinet in Tropic Sand
  36w x 72h x 18d                                                                            36w x 72h x 18d
  4 adjustable shelves                                                                           4 adjustable shelves
  Shelves adjust in 2 increments                                                           Shelves adjust in 2 increments 
  2 doors.  each door has 3 hinges                                                         2 doors.  each door has 3 hinges
  Keyed locking swing handle with 3-point door locking mechanism           Keyed locking swing handle with 3-point door locking mechanism
  22-gauge steel (0.030)                                                                      22-gauge steel (0.030)
  welded steel construction                                                                    welded steel construction
  cabinet is fully assembled                                                                    cabinet is fully assembled
  Cabinet weigh 116lbs.                                                                         Cabinet weight 104 lb
  
  The Sandusky cabinet is no upgrade to my cabinet, it is equivalent to my existing cabinet.  Allied is responsible in the contract to "replace the article with an article of like, kind and quality, or pay you for the cost of such a replacement."  The Sandusky cabinet is of like, kind and quality and this cabinet cannot be purchased for $250 or even $350.  This cabinet is currently retailing for $599 at Lowes or $400 at ********** (on sale).  The minimum compensation to replacement my cabinet at this time $400.  If Allied thinks they can find a cabinet that meets the specifications listed above for less than $400 then provide me the retailer and the cabinet details.
  

  Sincerely,
  

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

  Business Response

  Date: 01/13/2023

   

  The research we were referring to was, an internet search of like kind and quality cabinets and I believe we shared the sites we checked with the *******************

   

  At the writing of my prior response, I was under the impression ***** in our office had shared the additional information I obtained regarding the replacement cabinet that we found on Amazon which matched the exact measurements that ****************** provided.  Today I understand that it was not done but we have since sent it to the customer today.

   

  Hopefully, this brings this all to conclusion.

   

  Thank you

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

   

  
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18671550
  
  I am rejecting this response because the cabinet that Allied has suggested from Amazon as of like, kind and quality does not meet all of the physical specifications of my cabinet because the proposed cabinet is assembled using nuts and screws and my cabinet is fully welded construction.  This assembled cabinet is inferior to my cabinet. 

  As **************** indicated in her response, I should be getting an email from ***** at Allied.  I did receive that email and it has a scanned document showing a cabinet on Amazon that Allied says is of like, kind and quality.  I have attached that document.  The following link will take you to the cabinet on Amazon that Allied is suggesting is of like, kind and quality. 

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

  If you go to this link and look at the video it will show you how the cabinet is shipped and then assembled.   The description on the product also includes "Assembly Required". 
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/19/2023

  ****************** sent us an email dated November 17th indicating that the measurements for the cabinet to be 36 in W x 72 in H x 18 in D- we have given him the cabinet specs exactly. As previously outlined we are not responsible for betterment. The ******** cabinet is a better cabinet than what he had. Also, his cabinet is still useable, it has not been totally destroyed. We have allowed for replacement of like kind and quality. We have gone above and beyond on this claim. Replacement for like kind and quality is $249.99 as we have outlined with exact same measurements. He has been allowed $350.00 and that is certainly more than enough to purchase a new cabinet.

   

  Unfortunately, we have nothing else to add to this claim. We have completely settled for carrier liability.

   

  Thank you

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

  Claims Manager

• Initial Complaint

  Date:09/26/2022

  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.

  Moving claim L10319 Since 2015 had 4 moves with Allied and have had storage with Reebie from 2015-2022. Needless to say I have been a loyal customer.I use Allied again 8.1 and it was a horrible experience. The team that showed up to move our home was a father and his wife and their teenage son. The team was not nearly as professional as I have experienced 4x in the past AND there were many many issues.In addition to scratching our wood dining table the walls were nicked due to the face that team couldnt get a dresser up the stairs. **** ********************************** from the claims team has agreed to fix the wood table BUT wont fix wall damage. She then shared with me this doc (see below) which I DID NOT SIGN and has no date or account info. **** is claiming this is enough to decline my request to fix walls. On the invoice I signed on eve of move (see below) I even wrote a note to my salesman **** we need to discuss move asap. And I paid for insurance too in case of damages.I have been a loyal customer one who moves more that the norm. Years of paying storage and Allied is refusing to address the minor damage they caused. Can you please help. Im a teacher and all this this very expensive and the doc **** is using to decline claim is NOT MY SIGNATURE nor has any info about my move. Its not a legal binding doc. Can you help me get get nicks fixed as my landlord is not happy.This whole experience is an uphill battlesplease help:)

  Business Response

  Date: 10/04/2022

   The customer filed a claim for residence damage to the walls. When a delivery is made it is required by the customer to document any residence damage that *** have occurred during the moving process. The form was presented to the customer and the driver witnessed her signing the form stating that there was no damage done to the residence and for these reasons the claim was denied.

   

  The customer has come back to state that it is not her signature. However, when we look at other document's she signed even from prior moves they signatures appear to match. 

   

  It's typical for customers to move items around once the carrier leaves which is why it's necessary for the residence damages to be noted at delivery so both the crew and the customer agree to the documented damage. Again, *************** signed the document confirming no damage was done.

   

  *************** should reach out to ******************* to discuss this further.

   

  Thank you

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

  Claims Manager

  Reebie Stg

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

   

   

   

   

   

• Initial Complaint

  Date:08/12/2022

  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.

  As part of our move to ND from IL, a 2013 ********************************* was included as part of the transport and in cost of moving for crating and transport. The agent, *************************** with Reebie/Allied informed me of the process to protect the ****** in the move by setting up a crate around the motorcycle to protect it along with padding and assured me they have experience in this and that it will be done right. The driver that picked up the ****** from Origin address refused to transport it back to the warehouse due to liability and asked for me to ride it there for him, which I did. At no time was it disclosed to us that our goods would be put in a warehouse from the truck that picked us up and then loaded into another truck by a driver that would take it to another Allied location then taken to the destination. Nor was I informed I would have to take it to the warehouse myself, when this was all part of cost. When our goods were delivered, the mover asked me to step into the trailer. Once I did, there was my ******, on its side, not strapped down properly and not crated as it was explained with gasoline all over and severe damage to the ******. Not only was the ****** potentially totaled, thousands of dollars of damage to household goods were also damaged because of them not crating the ****** correctly. The gas leaked into the trailer and drenched the moving pads, and everything in it's path including 8 wardrobe boxed, and 3 dressers of clothes and household goods. Included in that was my wifes wedding dress, a vintage collectable *** hockey jersey and every piece of clothing we own. I am working with my insurance company on the damage to the ******, and Allied for damage to clothing and household goods. I asked Allied for a refund for the crate and transport of the ******, they refused. They also refused to wave my $500.00 deductible with them as well. All means in trying to work with them have been exhausted and they are flat out refusing.

  Business Response

  Date: 08/26/2022

  We regret that servicing **************** move has led to dissatisfaction and inconvenience. The incident to his bike was extremely unfortunate. We have moved thousands if not tens of thousands of bikes for the ******************* and we have a very good track record of doing so. The bike was blanketed and secured like normal. Unfortunately in transit a strap broke thus knocking the bike over causing damage. Now that the bike was on its side during transit, more damage occurred after the initial fall as it was riding on its side. We are taking responsibility for the damage and are making the necessary repairs. Between the time of booking and the time we picked up this shipment, this customer had changed the date of his move 5 times (3/26 to 4/16 to 5/14 to 5/20 to 6/20 to 7/28). Every time a shipper changes dates, that can effect a drivers entire trip thus throwing off an entire schedule. Given that all these date changes were continually being made and throwing off our drivers routes, we were left with no choice but to have a local crew come to pick up the shipment and bring it back to the warehouse for a driver. When our local crew arrived at the home, the customer continued to press them about the importance of the bike to the point in which they themselves were too intimidated to load it into the truck from residence and asked the customer to drive it to the warehouse so we could load it from the dock. The customer agreed and drove the bike to us. Given the fact that the bike was driven to the warehouse, it was not purged of fuel and oil so gas did spill and cause damage to some of **************** household goods. Given the importance of the bike and the amount of damage, the customer was understandably upset. He no longer wanted to pay the $500 deductible that he specifically asked for upon booking and not only did he still want us to cover all damages but he wanted to be refunded the cost of transporting the bike. We were not able to refund him for transportation because then insurance would no longer cover it given the fact that we did in fact transport the bike. Refunding him for transportation would waive our claims team from any liability. As of now, we are utilizing every tool we have and continually working with our claims team and the shipper to get the total cost of damage so that we can properly get it resolved. The current status of the claim is as follows per our claims manager Customer is taking clothing to be cleaned and he is being reimbursed and also paid for his time. We are also waiting for the estimate to repair the bike. We are and will continue to work with this customer and are claims team until everything is accounted for and made right by the customer. We regret that the unfortunate chain of events occurred during the transferring of **************** goods to his new residence and wish to assure that the services he received are not representative of Allieds normal caliber. We hope, at some time in the future, that he will give Allied the opportunity to demonstrate that we can supply a service to his complete satisfaction.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17708942
  
  I am rejecting this response because:

   

  The business is not making the repairs to the motorcycle, nor am I going through their carrier for this portion as they claimed throughout this response. I made the claims adjuster aware of this last week as well, and that we are only having them clean the clothing that was ruined and the household goods. The reason for not refunding me for transportation, as they outlined in the response was because, "then insurance would no longer cover it given the fact that we did in fact transport the bike". Because I am not using their insurance for this, then I ask that they at a minimum, back out the weight of the motorcycle and refund us that portion.

  Not once did I "press" the driver or the crew on the transport of the cycle. I did talk to them about confirming what I was told as it relates to "crating" it. The driver informed me that there were no notes about it and because they were not transporting the ****** to destination, sure how to tie it down because there were no notes about crating it, or know how to ride it, they were not comfortable in transporting it back to the warehouse, and taking it off of the truck. This is why they asked me to ride it to the warehouse, not what the business claims in their response. 

  ******* was made aware of of the date changes well in advance and was also aware that this was because of delays in closing on our new home due to supply shortages by the builder. The later dates had to be changed due to a severe illness in the family and he was more than accommodating, but NEVER informed me that our items would be offloaded, put into storage and then put onto another truck. Although ******* made me aware that the changes could throw something off, again at no time did he inform us that our goods would be taken off of the local truck that was sent, put into a warehouse then be loaded onto another truck. When I went to drop my ****** off at the warehouse and pulled it inside, there were dozens upon dozens of trucks being unloaded and put into storage. In talking to the driver of my origin once I dropped off my bike, I asked him about this and mentioned to him how large the warehouse was. He said this is a normal practice and majority of the trucks that pick up, are not the same that deliver and why it's so big. He even went on to say they do not agree with it because slows things down, but this is how the business does things.   
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/31/2022

  Thank you for giving us the opportunity to clarify our response to **************** claim. The ********************************* adjuster assisting ************* with his claim is out of the office at the present so I do not know if there were any resent changes to the process that ************** would like to carry out in regards to settling the claim. We were last informed by **************, email to *************************** dated 8/12 attached, states the following I am only working with your claims department for the damages to the household goods that were damaged. My motorcycle is going through my insurance because your claims department informed me that I would have to pay a $500 deductible, even knowing none of this is my fault.  My insurance company will  then subrogate against your insurance company through arbitration once the cosmetic and supplemental damages for mechanical are all paid out. Even though he is going through his own insurance for damages to the motorcycle, he has advised that they will subrogate against our insurance company thus holding us liable. Per our insurance manager If **************** insurance company is going to subrogate ********************************* for the motorcycle damages. He would not be entitled to refund of charges, unless the bike is totaled out. Then a refund of the transportation charges for the motorcycle would be issued to Mr. ***********
  
  In regards to crating when a shipment containing a motorcycle gets transported on an interstate move, decking if needed (to no cost of the customer) is placed over it to keep items from falling on it. This was explained to the customer by *************************** during the estimate process.******* also corrected the customer and clarified the difference between decking and crating once he claimed that the motorcycle was to be crated.This customer still refers to the decking process as crating. This is why the crew had no notes on crating the motorcycle because it was never meant to be crated as we do not crate motorcycles because it is not the proper way to transport them. Due to the fact that the **** were completely loaded and secured first, decking was not necessary in this case. If you assess the damage and look at pictures, you will see that nothing fell on top of the bike, so decking would not have mattered whether it was placed over the bike or not.Damage ultimately occurred due to the broken strap and worsened due to the fuel and oil not being purged.
  
  For the most part, *************************** was made aware of the changes in advance and he did follow proper protocol in order to get the dates changed correctly. After the 2nd date change, ******* did in fact warn the customer and continued to warn after all five changes that too many alterations to a move can increase the chances of a service failure. Additionally, after all these date changes, ************** ended up moving the end of July, on of the busiest moving times of the year and we didnt have an interstate driver available to load direct and had to be picked up by a local crew. Being that ******* is a sales person and this was an operations issues. ******* was not made aware of this until the day of load so it is impossible to forewarn *************.
  
  As ************** stated in his response, he was told by a crew member that shipments quite often do get picked up with a local crew and then transferred to a tractor trailer to then be transported to its destination.That is true when that service is required to safely move the household goods when the larger interstate truck cant gain normal access to the origin location and it has to be shuttled from a small local truck into the larger interstate vehicle. This is a service that is often planned for in a major metropolitan area like ******* and charge for. But in the case of **************** shipment, because of all the date changes as mentioned above, we did not a driver available to load direct. However, because of our commitment to get ************* out of his residence on the agreed upon moving date, at our own expense we loaded his merchandise with a local crew and transferred the shipment to the interstate vehicle.
  
  Again, we apologize for the unfortunate chain of events that occurred which resulted in **************** dissatisfaction.  We will continue to work with ************** until everything is accounted for and made right by the customer.

• Initial Complaint

  Date:07/20/2022

  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.

  I hired Reebie to move my household belongings from **********, ******** to *********, ********. During the packing and move of our belongings the moving company damaged several pieces of furniture and severely damaged an outdoor patio set beyond the point of repair. They had me file a damage claim, sent inspectors out to review the damages, and fought us on the claims we submitted delaying and denying a good portion of the claim especially for a patio table set that they are not willing to even pay a portion of the damages.I have attached before and after pictures of the patio table they denied the claim on saying the table had prior damage. They also denied claim on the Adirondack chair in which they damaged the arm on the chair.

  Business Response

  Date: 08/05/2022

   Thank you for bringing to my attention the grievance with the claim denial for *********************** move. As we relayed to ******************, an inventory was made at the time of loading listing each item and its condition.  This inventory was signed both the driver and ****************** to acknowledge and confirm the condition of the items prior to transport.  Our review of the documents shows pre-existing conditions that would place the outdoor patio table in an inherent weakened condition for transport (see attached inventory # ***-299).  *************** desk also show pre-existing damages (see attached inventory #***-434).  Same for the patio chair (inventory # *** & 297) show same like damaged on inventory as claimed. Nevertheless,we assigned two independent repair services to review the damaged items and asked for their unbiased assessment of the claimed items. I say unbiased because claim adjusters dont get paid unless damage was caused by us and they perform the repairs. However, they both still confirmed there was pre-existing damages to those items.  

  
  We apologize for the fact that servicing Mr. ******** move has led to the need to file a damage claim and hope he understands the insurance companys decision. ..

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17597466
  
  I am rejecting this response because:
  

   

  The claims of what they identified as cracks in the outdoor table are not what the table condition was like prior to the moving day.  I have attached several pictures.  The first picture was taken on April 30th, 3 days prior the moving company coming to pack and load my furniture.  You can expand the picture there are not tiles that are completely missing of broken from the table.  If you look at the second picture the entire of the table is broken off. 

   

  The moving company did not make no recommendations not to move the table or suggest to have additional packing when picking up and loading the table.  If they felt it was an issue of being damaged they should have made recommendations for alternate handling or not to move the table it was in as bad of condition as they claim.

  As for the notation on the signed moving list.  That was not discussed or pointed out at the time of the furniture pick up.  This issues started on damange claim started on May 7th and it is August 5th and even for the items that they agree was their issues with damaging they have not paid a claim.  

   

  When they sent inspectors out to review the damaged items, the inspectors told my wife that this product was beyond repair and the amount of damaged that was sustained well beyond wear and tear of a outdoor furniture just sitting outside in the elements.  The entire side of steel enforced concrete frame of the table under the tile had been torn off the table.  The steel and concrete table top had been torn apart from the metal frame.  If the table was in that bad of damage they would not have been able to pick it up and put in in the back of the truck.  

   

  The table was improperly handled during loading.  It was not secured in the back of the truck in which it was load and sustained damaged during transport because it was in a separate box truck with nothing else around the table to brace it from moving and getting knocked around in the back of the truck.  A table does not go from having a tile with having hair line cracks to having the entire side torn off the table and separated from the metal frame.  

   

  This company has lied every step of the way during this process.  When the initial move representative came out to tour the house and furniture he made no comment about concerns with moving the table or any damage to the outdoor table.  If that is not an issue with their service and lack or transparency in the move process.  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2022

  Again, thank you for providing Reebie Storage & Moving the opportunity to respond to the concerns associated with *********************** Move. ****************** signed and acknowledged the preexisting conditions of his table tile which was cracked at the time of loading. If ****************** didnt agree with the drivers assessment of the condition of the items, he should have taken it up with the driver at that time. The inspector also wrote at the time of his inspection, the patio table likely got worse during the move, but it definitely had Pre-Existing Damage (PED) similar to what is being claimed.Inherent vice. We cant always identify that something with preexisting damage will not survive being transported. Normal vibration of the truck, bumps and turns can cause a weakened item to break from normal transit conditions. The moving consultant doesnt inspect the items for preexisting damage at the time of the estimate; that is the role of the driver. We are not able to accept responsibility for damages. We hope you understand our position in the matter.