Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Allied Van Lines move from ******* to the ****** on Nov19 with delivery December 10, the third time the delivery window changed. It was a NIGHTMARE experience for multiple reasons: First a lack of clear communication from *****, total lack of response for several days when the delivery would occur, while i just waited to not miss their call. Second, but as if not more important, mainly the feeling of being extorted as the cost was initially doubled from $5,000 to $10,000 (after I already signed a contract for the 5 and it was too late to find another mover). Then more charges were added, $864! with was termed unexpected ferry costs when any map would show Sooke was on an island. Also, another massive communication error on Misty's part, the B4 form that sent to me to fill out had no signature space, so was incorrect. AND I asked her to check that all was correct. I was not told i would have to produce the form form when I personally crossed in to ******. Therefore I had to go over 2 hours, and i had no car and 75, so had to ask my brother, each way, to receive my bonded goods. After a nightmare in ******* with real fear this disaster would not end, More complications happened, with the goods having to go to a bonded warehouse in ******* and never being told until I spoke to the driver that I would need to go there in the first place and pay an additional $250. And much more, but I have run out of time.A totally unprofessional company except for the on the ground workers.

  

  Business response

  12/16/2024

  We are very sorry for all the frustration and inconvenience this relocation has caused. There were some issues along the way that were unexpected and for that we apologize.

  First there was a glitch in the system that provided an inaccurate estimate, Once that was discovered a new estimate was signed on October 10. There was no extortion that took place but an error in the system and as a Federally regulated company, we are not permitted to reduce the tariff charges.

  The driver did experience some weather delays of which he had no control over but did the best he could due to the circumstances.

  Unfortunately the agent was unaware of the ferry and the charges for a ferry are the customer's responsibility. We are sorry that added an additional amount to the cost of the relocation.

  The customer was aware on November 26 that they had to be at the ******* facility, this is something the carrier has no control over.

  Again, we do apologize for any inconvenience this has caused the customer.

  We do wish the customer the best in their new location.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired allied to move me from one state to another. At first my original moving day did not go well because the person before me took my space. A second truck was ordered. First truck arrived when it said it would. Second truck took forever to track down. My storage unit was stacked in what seemed like 30 minutes and it was done in the unsafest way possible. My brand new items were damaged from being stacked. Obviously I cant see everything as 3 people are going high speed vs just me. I couldnt even look in my storage unit because I would have died with how unprofessionally this was done. Allied takes 0 responsibility of course, the greedy company they are. Everyone stay away. There is absolutely 0 accountability. I cannot express the disgust I feel for people that work like this. No ethics what so ever. Literally my nursery items which were brand new, look raggedy. This has nothing to do with how the items were transported, its about the unprofessional second help they hired to stack my storage unit and them not taking any responsibility. I even had to argue with the second truck to at least take down one of the really heavy solid wood sideboard off of my daughters little changing table. All my boxes were squished because they were stacked below heavy plastic bins. I mean its all common sense that this company lacks. They should have put the heavy furniture down first and then boxes over it..

  

  Business response

  12/10/2024

  We are very sorry for all the frustration and inconvenience the claimant has experienced with the relocation.

  It is unfortunate when there is an overflow due to a previous shipment exceeding their estimated weight but unfortunately it happens and this situation is not anticipated nor wanted by any party.

  When items deliver into a self-storage facility they need to be stacked in order for the goods to fit in the units. 

  Actually it is much more common to have plastic totes damaged from stacking items on top of them as it typically cracks the lids and therefore items are typically not stacked on plastic bins.

  Unfortunately we are unable to honor any request for a refund of charges as this is against Federal Regulation.

  Again, we are very sorry for the experience as the customer describes.

  Customer response

  12/11/2024

   I am rejecting this response because:
  
  Funny response. I am not an idiot and understand things need to be stacked to fit the storage unit. Im not talking about my plastic bins Im talking about my brand new furniture and nursery furniture which is not made out of plastic. There was no need to stack my extremely heavy wood items on top of my fragile nursery furniture. I mean who does that..? No thought went into this at all other than lets get this done in *********************************** there. Doesnt matter how, or if its safe at all. Our job is just to empty the truck. What a horrible way to operate someones goods it should matter how my things are being placed inside the storage unit. And your company is responsible for this. Maybe you should stop outsourcing your helpers and actually hire reputable people 

  

  Business response

  12/11/2024

  Again, our apologies for all the frustration and inconvenience.

  Thank you for the feedback as we will pass it along to all involved in the relocation in an effort to avoid this in the future.

  We wish the customer well in their new location.

  Customer response

  12/15/2024

   I am rejecting this response because:
  
  Still not taking accountability on what happened to my stuff. *************. Id suggest everyone stay away. 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am 71 year old with a small move to kitchener ******* ******. I had the most stressful and horrible experience. I have outlined in the email attached to this complaint

  

  Business response

  11/20/2024

  We are very sorry for all the frustration and inconvenience the claimant is/has experienced.

  It is unfortunate that your move did not go as well as it should have and for that we are truly sorry.

  It looks as though the claim has been reviewed and a payment is on the way.

  We do hope the claimant is getting comfortably settled in their new location.

  Customer response

  11/20/2024

  The claim I am receiving is for damages to the home I have not been compensated for the 8 hours of driving and cost, never mind the stress.
  
  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Completed request for a quote for 2 bedroom townhouse. Was sent a quote for 2000 lbs which should have been ********* lbs. The company under quotes the weight so customers think their rates are better than competitors. Second issue is, despite sending multiple requests for them to stop calling me, I've been getting automated phone calls at least once daily for the past 2 weeks. They won't stop calling despite my requests from them to do so. Despite blocking their number, they still flood my voicemail inbox.

  

  Business response

  11/05/2024

  We are very sorry for the claimant's negative experience.

  There should be an option to opt out of the calls when listening to the entire message.

  Again, we sincerely apologize for any inconvenience this has caused.

  Customer response

  11/05/2024

   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.

  
  

  Thank you.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Similar to other complaints Allied lost 2 of my boxes. After 4 months of only responding when I contacted I found out, by calling once again, that my claim was denied and oops they forgot to send the denial. They said it was up to me to ensure all 200+ items/boxes were accounted for. I was told before I signed an agreement with them that they accounted for every item going into the truck and every item going out. Clearly, that did not happen. I have the paperwork where everything was recorded going into the van but there was no check off done by the company to ensure all items were accounted for coming out. How is a customer expected to know what the packed and delivered when they rush through the unpacking and stand there demanding signature before they leave? Interesting that there were several items delivered to my house that did not belong to me, I called them several times and they never did anything to retrieve them. Items do get misdelivered when they move multiple households in one van, that should be their responsibility after the customer has paid thousands of dollars to a company that promised they would protect and deliver your possessions. This, of course, is after they charged an additional fee for insurance so that a customer is protected in case of their incompetence. When their only response is it is your responsibility to make sure we do the job that you paid us to do it is clear that they do not honor their word. Moving is stressful enough, expecting customers to ensure you do your job in all of that chaos is ridiculous. Just another business that denies and stonewalls until you go away. I originally chose another company and they called me and convinced me that they would handle everything including ensuring my items were delivered, just another business that gets paid upfront and has no accountability on the back end. There is no reason for them to change their deceptive business practices when they have no accountability.

  

  Business response

  10/15/2024

  We are very sorry for the frustration and inconvenience the claim settlement has caused the Claimant.

  The Claimant's household goods delivered in May of 2024. At the time of delivery a customer check-off sheet was completed and all items that were tendered to the carrier checked off at the time of delivery. The document is checked that everything was received and the document is signed.

  The Your Rights and Responsibilities When You Move document stresses that it is the customer's responsibility to check their shipment at the time of delivery to ensure all items were received. This document also stresses the importance of not signing the paperwork until they are assured they have received their items. This does not entail going through each carton but checking to ensure all numbered items/cartons are checked as items would not escape the cartons during transport.

  I sincerely apologize that the customer had to make contact numerous times to get the result of the carrier's findings. The adjuster did send a letter dated 9/11/24 with the findings.

   

  Customer response

  10/16/2024

   I am rejecting this response because: I am rejecting this response because: The items that are missing were never checked off by Allied as per their response -  "At the time of delivery a customer check-off sheet was completed and all items that were tendered to the carrier checked off at the time of delivery". Prior to signing the contract I was told that the check off list was created at my old address and all items would be checked off at new address. That did not occur as seen in attachment. The only thing provided on my receipt were the items recorded on the old address. It would have been impossible for them to do any accounting at my new address as they were only at my new location for a few hours and the entire time they were unloading, no paperwork was checked, that occurred in the 5 minutes after they were done unloading and before they left. If, as the claims department stated, it was my responsibility to do the check off then I would have needed the 4 delivery people to stay until I went through well over 200 items (furniture and boxes). That would have taken a lot more time and probably would have cost the company more than my minimal claim. It appears Allied's policy is to deny, deny, deny until the customer gives up. Very poor if not unethical business practices. I am only asking Allied to do the right thing as they promised and compensate for the lost items as they did not do the check off.
  
  
  
  
  
  

  

  Business response

  10/17/2024

  Again, it is not the responsibility of the Carrier, but the responsibility of the customer to check their shipment. It is not required to go through every box but to ensure all boxes that were tendered to the carrier check off at delivery. Items would not escape the boxes in transit.

  All items tendered to the carrier checked off at delivery and were signed for.

  The position of the claim stands and we are very sorry that there is nothing that can change through this BBB site.

  We are sorry for all the frustration.

  Customer response

  10/17/2024

   I am rejecting this response because:
  Once again the carrier did not provide check off until 2 days after demanding sign off. The check off list was not provided at delivery instead was emailed 2 days later. Claiming no responsibility for a delivery you were paid for is unethical and a poor business practice. Take some responsibility!
  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  move dates: 4/3/24-7/10/24 I paid $1400 for FULL insurance coverage up to $125,000 My item was damaged while in possession/storage of the carrier I have pictures, emails from experts in the field and the store where I purchased the item confirming the damage.I have proof of the damage, proof that it cannot be repaired, proof that it needs to be replaced and admittance of fault by the carrier by already paying me the cost I paid for the item.The insurance I purchased CLEARLY states if the item cannot be repaired it is to be replaced. The carrier only reimbursed me for the cost I paid. The cost to replace today is almost $47,000. I am still due $29,100. Their reason for not honoring what the insurance policy states is because "it is too excessive and unwarranted." The cost to replace is clearly noted as almost $47,000 on the website. I asked to go to arbitration but they declined. Now I am forced to file a lawsuit. What kind of business is this? Have me pay for FULL coverage but only cover the cost I paid instead of FULL cost to replace like the insurance policy states?

  

  Business response

  10/10/2024

  Our sincere apologies for all the frustration and inconvenience this damage claim has caused the Claimant.

  The Carrier does not sell insurance, nor is there a policy that guarantees coverage. The Carrier sells valuation coverage which is coverage for proven loss and damage. In this instance the 14 year old rug was in possession of the carrier for a very limited time and this cannot be determined that any moth damage occurred while in possession of the Carrier. The Carrier did authorize a cleaning of the rug for the soilage.

  Again, we are very sorry for the frustration regarding the claim settlement.

  Customer response

  10/10/2024

  I listed my rug on the expensive items list. I said the cost to replace it was over $40,000. The carrier chose to ignore this by not inspecting the rug first and then NOT wrapping it knowing it was going into a NON climate controlled storage for an extended period of time. The rug stayed in a NON climate controlled storage for 3 months. That's plenty of time for moths to lay their eggs, their eggs hatch, and then their larvae eat through the rug. There are plenty of articles/studies confirming this on the internet. The policy CLEARLY states that if the item cannot be repaired then the carrier is to provide FULL REPLACEMENT VALUE PROTECTION as long as the item was listed ahead of time on the high value items list. The carrier crated a painting that was on the list. So why wouldn't the carrier offer to wrap the rug when it was clearly listed on the high value list? The policy CLEARLY states the carrier needs to pay for the cost to REPLACE the item. That cost is much higher than what I paid. The carrier is admitting fault but refuses to follow what the FULL REPLACEMENT VALUE PROTECTION plan clearly states. Finally, the carrier says the moth damage could have been there before and that there is no evidence it occurred in possession of the carrier/in storage. This is also false and impossible because I had a cleaning person come to my home (which is climate controlled), vacuum and clean the rug twice a week. This means it is literally impossible for moths to have time to lay their eggs, for their eggs to hatch and their larvae eat the rug when the rug is being cleaned twice a week. I have the receipts for these bi-weekly cleanings as well. I ask that the carrier honor the FULL REPLACEMENT VALUE PROTECTION PLAN, that they assume responsibility for the damage done to my rug after I have proved the only place this damage could have occurred was while in the carrier's possession in a NON climate controlled storage.

   

  
  

  Customer response

  10/11/2024

   I am rejecting this response because: I wanted to add the following. The carrier's response doesn't address the issue at hand. I paid for FULL VALUE REPLACEMENT PROTECTION. This means I am to be reimbursed the FULL VALUE to replace the item today, not 14 years ago. The carrier only paid me the cost I paid for the item. They are admitting fault by doing this but are not honoring what the FULL VALUE REPLACEMENT PROTECTION PLAN I purchased states. I am still owed $29,100. If the carrier doesn't honor what is clearly stated in the FULL VALUE REPLACEMENT PROTECTION PLAN then I have no choice than to file a lawsuit against the carrier. I asked for arbitration but they declined. I'm trying to resolve this amicably but they are not cooperating.
  
  
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had 4 items damaged during my move. TV, dining chair, trash can, clothes dryer. I sent pictures of the items and discarded the items after I sent them. Allied wanted the numbers from the red tags, but they had been in boxes and those boxes were gone. Then they wanted new pictures, but I had already discarded the items. The main issue though, is that I paid based on an estimate of ****** pounds. My contract stated that it would be adjusted down if I did not have that much weight. The final weigh in came in at ****** pounds. They have yet to send me a refund for the additional monies I have spent. They said it was being audited, but that was over three months now.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First signed a contract of $3,900 to move from my apartment to a house in ******* and we selected dates that would match my closing date on the house. I could not move my stuff directly I chose to have my items stored in a warehouse-an extra cost. A few weeks after signing my contract I found out my closing date on my house changed so I called to see if I could change the moving dates too. They made me sign a new contract, and the price had changed by another $1,000 to now $4,900 (red flag #1). When my shipment finally did arrive at my new house all boxes were smashed, warped, and damaged. I purchased brand new boxes from ********** to pack up for my move and there was no way that they should have looked they did upon arrival. I also had a missing item, multiple damaged items in and outside of the boxes, and significant water damage on my bed (RF#2). The driver had me fill out paperwork to note all the damage and missing item and told me that with the "insurance" I purchase on my load that it would be no problem filing with the claims department in the next few days. He also told me that If I unpacked my boxes in the time of the unload he would dispose of them for me (in hind-site I see he was trying to hide the damage done). After the move I had to call my moving coordinator multiple times just to get access to the online portal to file the claim, many of these phone calls consisted of her complaining of other employees (I heard her yelling at one) and customers (RF#3). I filed my claim at the beginning of July and finally received word back middle of September (RF #4) where I was told my claim was not valid due to no paperwork being filed from the driver to document the damage. At this point I want reimbursement for the move which would also cover the damage and missing items (I sent in picture evidence to the claims department). I also was informed that the extra "valuation" doesn't give me anything - so allied is in the business of selling fraud insurance?

  

  Business response

  09/18/2024

  We are sorry to learn of the customer's issues.  We are not finding a shipment registered under that name.  If the customer would provide their registration number and the name of the agency with whom they set up their move, we will research their concerns for them.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The moving company Allied Van Lines (along with the broker ****** Allied) has lost about $3625 worth of items on the move, what I estimate to be in about 2 moving boxes and possible lose items. I have contacted the moving company, but they have denied the entire claim. At the origin city, the boxes were packed by the moving company, and it was loaded onto a semi truck with 2 other shipments (as told by the driver.) At the destination, what arrived was a much smaller truck, because the driver said the bigger truck would not have fit into our street, so they had to move all of our items into the smaller truck. On the day of unloading, there were 2 movers plus the driver. I was given a check off sheet, and was told to check off the box numbers as they were yelled out by the movers. (I did not get to see most of the box numbers because they were verbally communicated to me by the movers.) Towards the end of the move, I noticed two large boxes that looked different from the other boxes, and uppon closer inspection at the items listed on the box, I realized those boxes did not belong to us, so I brought this up to the driver, and they brought it back out. However, at this point, I had already checked off those box numbers, and due to the chaos of the day and the heat, I forgot to uncheck those boxes before they took them back. At he the end of unloading, the driver asked me to sign the form that confirms everything was delivered based on the checkboxes. I brouught up the concern about the two boxes from earlier, and how we were still missing those two box numbers. However, he reassured us that everything was delivered, and those two box numbers never existed for our move. And he also reassured us that even after we sign the form, we can always file a claim after if there are missing items. I had no reason not to believe him, and felt the pressure to sign the form there, and deal with potential missing items after.

  

  Business response

  09/19/2024

  We are very sorry for the frustration the claimant is experiencing with the claim settlement.

  The claims staff will be directed to look into this and check with the parties involved to see if any new information can be provided.

  Unfortunately, with all items checked off and the paperwork all signed as all received that is reason for denial as it is up to the customer to complete this process accurately.

  Again, the claims staff will check into this and if any changes can be made they will get in touch with the claimant.

   

  Customer response

  09/19/2024

   I am rejecting this response because:
  
  As I have previous mentioned, we were misled to sign the checklist at the end of the move by the driver, even after bringing up the concern about the potential missing boxes. The driver told us that those boxes were never packed, and that we should sign the paper. He told us that we can always make a claim after we unpack if we have missing items. 

  

  Business response

  09/20/2024

  Unfortunately, this cannot be resolved through the BBB website.

  The claimant is welcome to ask for the claims team for a review of the denial and provide any information/substantiation that may change the position of the case.

  In reaching out, the driver had a different story and with this being a "he say" "she say" situation we must revert to paperwork which is all signed as all goods being received.

  We apologize for the frustration and any inconvenience this has caused.

  Customer response

  09/20/2024

   I am rejecting this response because:
  
  There's no further information other than the fact that we had these items before the move and now they're gone. Has the business tried to reach out tto the owner of the boxes that were moved into our house on the move day? (If we haven't sent back those boxes, those owners would also be missing two boxes).

  If this is the way Allied Van Lines conducts business, then they should allocate time during the unloading process so the clients can unpack every single box to make sure nothing is misisng, and not be misled to sign the paperwork that relieves the company of all responsibility. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* moving company through Allied Van Lines packed and moved me on August 27th and 28th. AL-****** is the file number on my move. As there were a few hiccups that arose, I chalked those up to moving as I have done many times, However, there has been fraudulent activity that I have now patiently expressed to both ******* and Allied with no resolution or resolution date. I have expressed this issue with the mover, my moving coordinator, another customer support person at ******* and a customer support person with ********************. All have told me they will look into it. I was charged $624.37 for a shuttle service which is when the movers use a smaller truck to pack your items and then transport the items to a bigger truck before delivery. A different truck was not used, my items were never moved one truck to another and this was verified by my coordinator ******* with the packer/driver himself. I have had to reach out and ask about this a number of times and all I'm told is they're looking into. It has now been over a week and I have no resolution. They are scam artists, they charged me for something that wasn't used - this is fraudulent and I will be disputing the move with my ********** as well. I am writing this review so other movers can know about the fraudulent activity this company partakes in.

  

  Business response

  09/05/2024

  We are very sorry for the frustration this is causing the claimant and can assure you there is absolutely no fraudulent activity going on with this situation.

  The shipment just delivered quite recently.  After delivery all paperwork is forwarded to accounting for a final audit of actual charges.  This can take up to 6-9 weeks depending on the circumstances and how quickly the paperwork is forwarded.

  In notes it is confirmed there was no shuttle used and customer service is working toward a refund to the customer. This just takes some time.

  Again, we apologize for all the frustration and any inconvenience this is causing.

  Thank you.

  Customer response

  09/06/2024

   I am rejecting this response because: charging someone for something that wasn't used and it was clear it wasn't going to be used since the day of pickup and then telling the customer it can take up to 9 weeks to resolve when there shouldn't have been a charge to begin with sounds extremely fraudulent and shady to me and it would to most consumers that were charged this much for no reason! What exactly would you call that then? I won't resolve this complaint until I receive the funds that were fraudulently charged on my CC. Also, a week after delivery doesn't seem too recent to be concerned about a fraudulent charge if you ask me or any other consumer. Also the 6 to 9 weeks after delivery was never shared with me, I was given the runaround and ignored. 
  
  
  

  

  Business response

  09/06/2024

  Again, this refund is in the works. There is nothing that can be accomplished in this BBB site regarding this refund.

  The claimant should keep in contact with customer service if they wish to have specific dates.

  Thanks you and again we are sorry for any inconvenience this may have caused.

*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. ↩