ComplaintsforAllied Van Lines, Inc.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired ********************************* in ***, ** as an agent of Allied Van Lines to facilitate a move of our household items from **********, ** to *********, ** on 7/28/22. The destination agent is Prestige **************** which has since changed to Burger Storage in ***********, **. They packed ** up, and had us sign a inventory list as they left. That list was a carbon copy with multiple sheets. They left one copy with me and I was told that when they delivered our shipment the driver would have one of the copies for us to sign acknowledging receipt. When they delivered our goods on 8/9/22 the driver presented completely different sheets. He said he did not receive the original list from Allied and therefore had to take a separate inventory list based on what he picked up. We were not present for that count. The two sheets do not match, the item descriptions and number of items are different. I have since filed a claim to be reimbursed for the items missing from the pickup sheets within the given time frame. It has been denied because there was no notation on the delivery sheets for items missing. However, there was nothing on the delivery sheets missing, only items on the missing pickup sheets, no where for us to mark as missing. In addition, we were told to take our time unpacking and then file the claim for any missing or damaged items. We paid them $14,475. which included insurance for damaged and missing items. I have made numerous calls, left voice messages and emails concerning these issues and also on how to file an appeal and why there are two separate inventory sheets. I have had no response from them, and when I was able catch someone I have been disconnected and/or inaccurate information. We are asking for reimbursement in the amount of $19,788.57, in addition I reported items such as our family pictures, our children's keepsakes and our dog's ashes which are irreplaceable with zero dollar value because they are priceless to **.

  

  Business response

  05/25/2023

  We are truly sorry for all the frustration and inconvenience the customer has experienced with their relocation and the damages and claimed missing items. This claim has been sent on to the review board for review and further consideration.

  Again, we do apologize for this inconvenience.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 29, 2023, ************************************** delivered our belongings to our new home at ************************************************************************. I paid a total of $17,246.00, which required a 50% deposit once a date of move was booked. However, based on the distance from ********, ** to *********, **, the mover estimated it would take 4 to 5 days driving time. Once everything was downloaded he asked me to sign the inventory listing which I did as required. Although I was uncertain whether everything that was loaded at my previous home was delivered, I had no way of knowing unless I opened all the boxes and personally went took inventory of all the items delivered. Such a process would take an inordinate amount of time and the movers wanted to leave. After several days, and after opening all the boxes, we discovered an item that did not belong to us. We then found out that the mover picked up another load which were delivered prior to our delivery. We also then realized that the items listed in the attached claim form were missing (a total of $3,318) and the form was submitted on February 15, 2023 (see attachment #1). Subsequently, I notified the mover that I got a big wooden box with the ******** flag painted on the box and informed him that the item did not belong to ** which was picked up on approximately mid-March 2023. On March 23, 2023, I received a response to my claim and to my surprise, *******************************, Claims Adjuster, denied every item claimed (see attachment #2, March 28, 2023 letter from the Claims Adjuster). Based on the denial of our claim, I sent an email message responding to ********************** denial of our claim. (see attachment #3 email message). We informed ****************** that if we did not receive a response and payment in 3 business days, we would file a Better Business Bureau complaint. We also informed her we would be reaching out to the *** of Allied Van Lines, ********************************* for further consideration. Attached, (attachment #4) is the ******/Allied

  

  Business response

  04/18/2023

  We have been in contact with the customer.  We have located the missing file cabinet and are making arrangements to return that to her.  She was concerned because she had left personal financial documents in the cabinet, even though she did sign a document prior to load that advised her that such documentation should not be included with their shipment.  The remaining items on the claim have been sent for review to the adjuster who originally handled the claim.  The customer's items were stored in external storage PODS - when items are stored in such a facility the carrier's liability ends, as the carrier has no control over the storage or who has access to it.  That is why the customer is asked to do a complete check off of the shipment at the time that it delivers - it is not necessary to open and unpack boxes at the time; only to note if any cartons were not delivered.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked Allied Van Lines for a move to be scheduled on June 29. The provided us a quote the was supposed to include a piano move. The provided quote was not accurate and they continued to add charges as we got closer to the move date. On the actual day of the move the the Allied Van Lines quote tripled and they tacked on additional fees which then resulted in a tripling of the cost. Additionally, they lied about the cost of moving the piano which had additional fees that were charged the day before and also added on the day of the move. Also there was no ability to pay with a credit card and they wanted us to pay in cash for a service in which we had no security our stuff was not going to be taken. We called to discuss with the dispatcher and the dispatcher screamed and yelled at us, lied to us, and then frequently would hang up on us and continued to harass via the phone after we said we were cancelling the move with them.

  

  Business response

  08/15/2022

  We do not have a registration for a customer with this name moving from ********. If the customer would please provide a registration number and the name of the agency with whom he is working, we will research this for him. Thank you. 

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