ComplaintsforAllied Van Lines, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our things were packed on June 24, on time, no problem there. During my conversation with one of the representatives, I was told that they will likely deliver the things on June 27. We paid the whole money on June 24 so that they can start loading. When I kept having conversations with customer service representative because of the delay, I was told that usually driver gives them an update depending on their route and he is waiting to hear back from them. Finally, I was told on July 1 that driver is planning to deliver on July 5 and they will confirm it on July 2. When I called them on July 2, because of no response, I was told that driver was originally double booked and they just got that information, they are trying to find a new driver. So, our things were never loaded in the first place even after about 10 days of packing / money transfer was done. They are still trying to find a driver, as far as I heard last. It is the afternoon of July 3, not sure how much more time they need to find a driver. For a reputable company and with how much money I paid for the moving process, I would assume that they have back up options & have good communications.From what I see, there is complete miscommunications between different departments, there were no good updates to the customer about where the things are and when they will deliver. Moving is stressful, and we are trying to start new jobs, I have to keep pushing my start job for my new job, hopefully they deliver our things soon.

  

  Business response

  07/03/2024

  We are very sorry for any inconvenience the claimant is experiencing regarding their relocation.  It is always the intention of the carrier to load and deliver shipments within the spread of dates agreed upon. It is unfortunate when situations happen and dates change. The claimant's agreed upon delivery window is through 7/8 and there is a delay policy if the shipment has not delivered by that date.

  The carrier is working diligently to obtain a driver and get the shipment moving as quickly as possible.

  Again, we do apologize for the frustration and inconvenience.

  Customer response

  07/03/2024

   I am rejecting this response because:
  
  There is no sincere apology, transparency or communication during the whole process. I booked my car transportation through allied as well, they gave it to a third party company and there was a delay by a day after they confirmed the delivery window. But I felt like there was a good transparency with them, and they called with me even small updates and kept me posted during the whole process. But with our goods delivery, I have to reach out every time, and whatever I was told so far, there was so many back and forth, which is causing me to push so many of my appointments. Even now, I feel like, they are trying but it is not a priority for them, it is going to get delayed and they are going to deal through delay policy. Nobody has called so far, explaining why there was so much miscommunication. They could have told me they have problem finding driver for 10 days and they are double booking, I would have gone with a different company. 

  

  Business response

  07/05/2024

  Again we are very sorry for the frustration and inconvenience.

  I do not show that the claimant has reached out to our customer service. The Claimant should contact customer service and keep in touch with them regarding their shipment at ************.

  Unfortunately, we are unable to monitor the shipment through this BBB site.

   

  Customer response

  07/05/2024

   I am rejecting this response because:

   

  Please stop projecting at me by saying that I have not reached out to customer service. I have been emailing since the day things were packed, I can list out names of the people I talked to or post the snapshot of the email conversations here, but I did not want to do that because of courtesy. There is so much disconnection between the departments, it took like 8 days to figure out that our things were not loaded, after constant emailing. I even called and spoke to a representative after posting the message here on Wednesday, and I am getting a reply today here saying that I have not reached out to customer care. (From the conversation I had Wednesday, looks like they were finally able to find a driver who is going to pick up tomorrow (Saturday), waiting on ETA and further confirmation, hopefully it happens soon, so that we can plan accordingly).
  
  

  
  

  

  Business response

  07/05/2024

  Our sincere apology.

  So glad to hear things are progressing.  Please keep in touch with customer service for updates.

   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 7, 2023 I paid Allied Van Lines $14,771.51 to pack, load & deliver my belongings from ********** to *******. Account #******. Payment included $100,000.00 for insurance with no deductible. Allied Van Lines ************ refused to compensate me for a damaged 4 month old HP OfficeJet Pro printer and refused to compensate me for a missing purple Levenger briefcase. I had provided examples of the malfunctioning printer but was told that it had to be a "mechanical" problem to be compensated. The printer is a machine and printer malfunction can only be "mechanical". The printer was packed in a single box with no padding. I reported the missing purple briefcase but was told that I could only be compensated if it was reported as a "missing box" on the day of delivery. There was no missing box and my other Levenger red briefcase had been packed in a box with clothing - not a separate box. It took me time to go through all boxes before I could say the purple briefcase was missing. I will upload photos including a photo of how carelessly some of my things had been packed & sealed.

  

  Business response

  03/11/2024

  We are very sorry that the claimant had to file a damage/missing claim from their relocation. The valuation coverage does have limitations and therefore the claims department was correct in their handling of the claim.

  Regarding the mechanical damage, electronic items have sensitive delicate internal parts that sometimes malfunction due to the normal vibration of the moving van. The carrier has no control over this type of damage occurring and therefore it is excluded from the valuation coverage. If there were physical damage that would indicate signs of mishandling there would have been consideration.

  At the time of delivery it is the customer responsibility to perform a checkoff at delivery to ensure all their items were received. It is not expected of the customer to open cartons etc as it would not be possible for items to escape the sealed cartons. It is expected they check to ensure all cartons are received and document any missing at delivery.

  I hope this helps explain the carrier position. Again, we apologize for the frustration.

  Regards.

  Customer response

  03/11/2024

   I am rejecting this response because: Allied Van Lines response was unsatisfactory to me.

  1.  They (whoever "they" are in their response as only "Regards".) claim that "sometimes malfunction due to the normal vibration of the moving **** results in damage that is excluded from valuation coverage.  However the printer arrived inside a cardboard box with no bubble wrap or padding of any kind and I find that unacceptable packing.

  2. The claim "It is not expected of the customer to open cartons etc (sic.) as it would not be possible for items to escape the seal cartons.  It is expected they check to ensure all cartons are received and document any missing at delivery."  Again I say that I did not report a missing box because there was no box missing.  However, my red Levenger briefcase arrived in a box on top of clothing - not in a box by itself.  Therefore when there was no single box containing my purple Lavenger briefcase, I expected the purple briefcase to be in another box also on top of clothing - as was the red one. But when I finished opening all boxes the purple briefcase was not to be found.  I could not know that until several days after delivery.

   

   

  
  

  

  Business response

  03/11/2024

  Again we are truly sorry but unable to change our position with the claim settlement.

  If all cartons were received then the carrier delivered all that was tendered to them for transport.

  With no physical damage to the printer to support mishandling we are unable to accept liability. We have no idea of the working condition of electronics prior to transport.

  Customer response

  03/12/2024

   I am rejecting this response because: Allied Van Lines Claims continue to ignore that I did not claim a box was missing but rather that the same item missing but in a different color was not packed separately but in a pile of clothing that I did not know it was missing until I unpacked all boxes - not at time of delivery. As for the printer it was in use the day of packing and then was delivered in a box without any protection of bubble wrap or padding.  Very careless packing for both items.  

  Therefor I will move on to report to ******* ************************* and ******* ************************* to file complaints against both Allied Van Lines in ******* and Allied Van Lines Claims in *******.

  
  
  

  
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Movers arrived at destination with no advance notice. I was 30 minutes away and had to rush back. Boxes were hurriedly moved and I was rushed to sign. Several days later I noticed items missing and immediately contacted Allied. I got lots of apologies but no resolution. The "investigation" claims to have spoken with all parties involved and no one was at fault so they are basically calling me a liar. They never contacted or spoke with the person who was on site for all the packing and the loading so I know this whole thing is just a sham. Some of the items are irreplaceable and the idea that they were never packed or loaded onto the van is beyond absurd. My DVD collection was missing everything from Star Wars trilogy through Wizard of Oz and some TV series. Everything from A to Star Trek was delivered. One piece of foam and the metal bed frame were missing from my sleep number bed. One TV was delivered but not the remote control. I am certainly not lying about the missing items and I am devastated at the loss of some items that were from my late father. Was I supposed to make the movers wait while I unpacked every box they did bring? If so, why do they say you have 9 months to file a claim? How they can get away with this is beyond me and I want to warn everyone that Allied cannot be trusted and I would not recommend them at all. I know they won't reimburse me even though they know they should. Most of my replacements were ordered through Amazon or **** and I've only attached one invoice for illustration. Thank you for the opportunity to get my message out to help others avoid the same fate. DO NOT USE ALLIED.

  

  Business response

  01/18/2024

  We are very sorry that this claimant had items claimed as missing from their relocation. In this particular case the individual at origin dictated what was to be transported and the claimant was not at origin to dictate what was to go. There was nothing documented missing at the time of delivery at destination to indicate items were missing. The driver loaded direct and went straight to destination and all was delivered that was tendered to the carrier. It may be possible the items are still at origin. Perhaps the claimant could check on that. There was only one other individual on board the same truck and they did not receive anything that did not belong to them.

  The items being claimed would be random items packed in cartons and again all cartons were signed for as being received at the time of delivery.

  We are sorry for any frustration and/or inconvenience this has caused the claimant.

  Customer response

  01/18/2024

   I am rejecting this response because: I do not agree with the position of the business. I was treated unfairly, have a sketchy at best inventory and find it incredible that I was expected to open all boxes in front of the driver before signing off. I stand by my review and will never ever recommend this business. Ever. I expected this response and thank BBB for the opportunity to publicly voice my opinion.

   
  
  

  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  trust this email finds you well. I'm reaching out to highlight challenges we faced during our recent move from ***********, *****, to ************, ******* in January ****. Despite understanding the inherent stress in relocation, our experience with ******* ******************************* a subsidiary of Allied Van Lines, has left us deeply dissatisfied.Sales representative ***************************** assured us of competitive rates and top-notch services, but the reality did not match these promises. On the moving day, we were charged for ***** lbs. while our belongings likely weighed ***** lbs. This was brought to ************************ attention, who provided limited resolution options.Contrary to ************************ claim that their pricing method was the only one, we later discovered this was untrue. The lack of transparency during sales discussions and the refusal to explore alternatives reflected a lack of integrity.Upon delivery, we found three broken items, including two TVs and a family heirloom mirror. The packing crew's attempt to categorize items as "Packed By Owner" to avoid liability was misleading. Subsequent communication involved blame-shifting and reliance on contractual obligations, compounding our frustration.We were offered a mere $130 credit on a $5,660 bill, inadequate for the additional charges and damages. The overall lack of professionalism and deceptive sales tactics have left us deeply disappointed.We request a thorough investigation and a fair resolution to address the financial implications and damages. We believe in honest business practices and *********************** *************** Services takes appropriate steps to rectify this situation.Thank you for your prompt attention.

  

  Business response

  01/16/2024

  We are very sorry that the claimant was dissatisfied with their relocation charges. The claimant was provided with a guaranteed price order so there are no adjustments made when a guaranteed price is given. Had the claimant been given a guaranteed price with the lower weight the adjustment would have been around $77.  The claimant was provided with an adjustment of more than that as a customer service gesture.

  Unfortunately, on load day no adjustments can be made to the order for service that was agreed upon by both parties.

   

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilized Allied Moving and Storage for a cross country move. There were many issues with the delivery and services I contracted for were not provided. I settled those issues with a credit but there is one outstanding item. The company was negligent in handling my belongings and threw them into a pile in my garage which broke an antique mirror. The company is refusing to pay for the replacement and is giving 60 cents per pound for the damaged item. They are stating that I should have purchased additional coverage and since I didnt, Im out of luck. A company as large as this shouldnt be charging its customers for the negligence caused by their company. Im asking for an exception and want the glass replaced. The claims department (they use SIRVA) mainly *****************************, have been awful to work with and refuse to do anything.This mirror is part of a dresser that I received from my grandmother that is deceased. I cant just replace the dresser. I have been fighting with Allied for three months and was respectful up until dealing with ******. She is rude and really pushed me over the edge and I said some unkind things. Throughout this process Allied has misrepresented their policies and processes. Photos of the broken mirror are included but I was instructed not to open anything because they would send out a claims adjuster. That never happened. I also includes photos of how my items were thrown into my garage. No care was taken and Allied should not be charging its customers insurance because they have staff that doesnt care about a clients personal belongings. I am seeking an additional $1000 to get the glass repaired. Allied/********** supposed to send me $90, which will not cover the cost of repair.

  

  Business response

  12/05/2023

  We are very sorry for the damage which occurred, as we realize that it causes inconvenience for the customer.  

  Before their shipment was loaded, the customer signed a Declaration of Value, attached above.  She states that Allied misrepresented their policies. The Declaration of Value gives a very specific and detailed explanation of claim settlements under the valuation option chosen by the customer.  The document was signed on July 17, 10 days before the shipment loaded.  If the customer had any questions regarding the coverage, their move coordinator at the origin agent would have been able to answer them. Once a shipment has been loaded, a carrier does not legally have the option to make *************** to the coverage.

  In their complaint, the customer states, "I have been fighting with Allied for three months and was respectful up until dealing with ******. She is rude and really pushed me over the edge and I said some unkind things."  The customer filed their claim on November 17; it has not been 3 months.  By law, a carrier has 30 days to acknowledge receipt of a claim and an additional 120 days to provide a settlement response.  It has not been three months since the claim was received.  The adjuster professionally explained the carrier's liability, based on the valuation which the customer chose.  Since the customer did not familiarize herself with the details of the valuation for which they signed, she was not happy with the maximum settlement that the carrier could offer under that coverage.  This led to the "unkind things" which the customer said, which were actually a selection of vulgarities.  We are very sorry for the damage and for the concern that it has caused for the customer.  Unfortunately, altering valuation after the move or choosing to overlook the specifics of the coverage are not options that are available to the carrier. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired ******* ************************* **** to move my belongings from ************************************************************************** into storage and then to deliver my belongings to *********************************************************************. My items were picked up on 6/19/23 and delivered on 7/11/23.The crew that loaded up the truck in ******* was careless with my items and I couldnt get close enough to them to talk about it. The entire crew smelled of cannabis and were not professional.The crew that delivered my items was supposed to be a 2 man crew but only 1 showed up. The door frame to my bedroom was damaged, my bed was banged up and put together incorrectly so that it is disintegrating and it will completely fall apart completely in a matter of months. Several boxes with misc. items went missing, an over the toilet storage unit and bookshelf made by my father also went missing. The bicycle that was moved is also in need of repair after the rough handling it received. The cost to replace and repair everything is estimated to be $5,337.14.Neither driver gave me the information I need to file a complaint properly.

  Customer response

  12/05/2023

  Hi there,
  
  My name is ************************* and I submitted claim number ******** with y'all. I was asked to send over a copy of the contract that I signed for my case. 
  
  Please let me know if there is anything else that y'all need from me or that I can do to help facilitate this process.
  
  Thank you all so much for all of your help with this matter.
  
  *************************
  

  
  

  

  Business response

  12/07/2023

  We are very sorry for the frustration and inconvenience the relocation has caused the customer. It is never the intention of the carrier to deliver a service that is less than expected from a professional moving company.

  Apologies that there were damages to some items. It appears the claim was filed and an adjuster was assigned and working on the claim for resolution. The complete claim process does take some time and we appreciate the customer's patience and understanding.

  Again, we are truly sorry that the relocation was not to the standards expected and hope for a resolution to the claim very soon.

  Thank you.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company continues to call me several times a day and has pre-made message. I told them to stop calling me 3 times, and they continue. Due to this possible issue with multiple companies, I always give an old land line number andbreal email. When just browsing a general website for moving, everyone else emailed. Allied Van Lines did not email. These people somehow with AI got my real cell number and won't back down for a week now. They also got around my blocking feature. I just want it to stop.Their calling number:************

  

  Business response

  11/27/2023

  We are very sorry for the frustration and inconvenience.

  I called the number myself and it is a legitimate number.  However, the claimant will need to call and opt out.

  If you call then number it will give a voice mail that says if you wish for calls to stop press 1.

  The claimant can call that 800 number and do the opt out process.

  We are again very sorry for the inconvenience.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had hired Allied Van Lines - Move Number ****** - for moving my household goods from ************ to ******, **.The delivery truck came on Sunday, 07/30/2023.My good were damaged and some of the goods were not delivered. I had filed a claim with them and the claim adjuster is **********************There are major items that were not delivered 1) Dining Table 2) 7ftx7ft customer mattress (only bed frame was delivered while mattress was not delivered)3) ************** 4) Mobile Rolling Desk 5) and 6) - Two boxes - one containing my home office goods and the other containing my garage tools On the day of the delivery, the driver arrived with 4 more people (thugs really) - they just started ******* into putting everything at once without giving me any time or consideration to take inventory of the goods. My wife was just talking care of our 6-year old daughter while those thugs were running around the house. The driver told me that he remembered that he had seen the mattress, dining table and the rolling desk at the warehouse and he would bring it to me latest by Thursday. He had called me the next day (Monday 7/31) from the warehouse first by a phone call and then switched over to FaceTime video showing some random mattress and I said no that was not my mattress. I have call log that shows the driver's call to me on 7/31 - his phone number **************. After that day, I tried calling him up multiple times but then he simply ghosted me. I had noted this down on the delivery document to the driver as well on the missing things and the fact that he called me the next day to show me if he found my stuff clearly shows that it was his fault.I would like the reimbursement of all the missing items - the driver and his thugs gave absolutely no opportunity for me to take inventory. I would like this issue to be investigated further - I am happy to host investigators to come and look around my new home to witness all the missing items.

  

  Business response

  11/16/2023

  We are very sorry for the difficulties that the customer has reported regarding his claim.  He may request a review of his claim settlement by writing to his adjuster and requesting a review.  The review will be handled by a senior member of the adjusting staff.  The customer mentions making notes on the paperwork regarding these items.   We do not have evidence of this documentation, and would ask that he include these, along with any other supporting documentation, with his review request.  Reviews are handled in the order received, and the review period can take 60 - 75 days.  Once his review request is received, it will be assigned to the senior adjusting staff.  Again, we apologize for the customer's concerns. 

  Customer response

  11/19/2023

   I am rejecting this response because:
  I would like to send these additional documents to the business. I have sent the same documents in an email to the claim adjuster asking her to send those to senior adjusting staff. Once they acknowledge the receipt of my email and assign the senior adjuster to the claim, I will accept the response on this.
  
  

  

  Business response

  11/20/2023

  Review request was received and the adjuster will be responding.

  Claim file will be reviewed.

  Customer response

  11/20/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me. I will be waiting for the review of the senior adjuster

  
  

  Thank you.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My move from ******* to ****** was scheduled 9/18/23. It was delivered 9/27/23. While the movers were at my home, I was asked to go out and get them lunch. While I was gone they stole cough syrup with codeine from my counter. I know this for certain. Without asking permission, they used my bathroom and left a mess, used the refrigerator and ice, took my large bottles of water, left items such as my toolbox, left their own ladder and handtruck and had to be told to retrieve them, did not use the materials provided to pack the television and have lost treasured record albums that seemingly cannot be found, took my handtruck, lost a box of beauty products worth hundreds and hundreds of dollars, damaged my end table and destroyed and plastic drawer system. A month has gone by without anyone contacting me. I complained about the theft of medication and the president of the ******* Allied Company called me a liar. I have not filed a police report yet for fear I will get nothing back that is lost, which looks like the case. Service is embarrassingly awful;. I entered into a contract of trust that my belongings would make it to the destination. These record albums are priceless. I have had them since I was a child. The emotional duress this company has caused me is impossible to describe and I am considering legal action. I will be contacting corporate with a copy of the email from the ******* Allied president calling me a liar about the theft of narcotics. I have told at least a hundred people so far of my experience and will be posting frequently on social media of my experience. I am devastated about the loss of my belongings. I cannot get the adjuster to speak with me personally. All I can is recommend that no one use this mover as it is likely you will lose belongings in the process.

  

  Business response

  10/31/2023

  We are very sorry for all the frustration and inconvenience you have experienced during your relocation.  We apologize that you had damage to report from your move. Please keep in touch with the claims department to discuss all your issues.

  Your shipment delivered 9/27 and your claim was received in our office on 10/9. The carrier has 30 days to acknowledge receipt of your claim and then 120 days to make an offer of settlement. In looking at notes the claim was acknowledged by the following email on 10/16:

  From: Trimmer, Marah Sent: Monday, October 16, 2023 12:34 PM To: *************** *************** Subject: Reg#: ************ - Claim#: 15924-3 Allied Van Lines Hello, We have received your statement of claim and have begun the review process. ********* ENTERPRISES *** DBA FAST has been asked to contact you to schedule an appointment to inspect new transit damage. Should you need to contact them directly, their number is: ************. Our tracing department is currently tracing for your reported missing items - this process can take up to 2-3 weeks. Our records indicate your address is: ***********************************************************************************. Please contact ** if this information is incorrect. Please note: Our claims are reviewed in the order received and generally completed within ***** days. During this time, please do not dispose of, transport to a new location, or make repair attempts to any items claimed as damaged, as this will void the claim on that item. Thank You, ************************* ************ ************************************************************************************************************************

  Again, we are truly sorry for any inconvenience this has caused and do apologize for the lack of professionalism that you have described of the crew.

  Please keep in touch with your claim adjuster and make the adjuster aware of your concerns.

  Thank you.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I scheduled Allied Van Lines to move my belongings and my car from *******, ** to *******, ** on 09/13/23. The total cost of this service amounted to $7500. That is $5500 for hauling my belongings and $2000 for transporting my car. They picked up my belongings on 09/14 and my car on 09/16. They quoted me a delivery window for both the car and my belongings between 09/24/23 and 10/04/23. The car arrived on time, but they contacted me on 10/01/23 telling me that my belongings would not be delivered until 10/08/23. Their provided reason was that the driver in possession of my belongings could not reach *********** in time due to the fact that he had 6 customers scheduled ahead of me. When the possibility of a refund was brought up, I was offered a paltry $50 per day late, which would amount to 2.6% of the total cost of the move.

  

  Business response

  10/04/2023

  We are truly sorry for the delay in the claimant's household goods.  It is never the intention of the carrier to cause the frustration and inconvenience that we know a delay can cause.  However, in the unfortunate event of a delay we do have a guaranteed pickup and delivery date policy.  I have attached the Estimate & Order for Service which states that based on the weight of the shipment the claimant is eligible for delay compensation at a daily rate.

  We are unable to accommodate the request for a refund of the charges as we are a company that operates under Federal Regulations and it is unlawful to provide a refund.

  Again we do apologize for delay in delivery.

  Customer response

  10/04/2023

   I am rejecting this response because:
  
  The document attached by the company does not say anything about a daily rate refund, nor does it say anything about it being unlawful for the company to provide a full or partial refund of the cost of this move. I reiterate that the refund they would have me accept amounts to $200 ($50 per day late, 4 days late), which is a measly 2.6% of the total cost of the move. That will not be acceptable to me. Moreover, no effort has been made on the part of the company to speed up the late delivery of my belongings. I reiterate that they have bungled their scheduling and have not done anything at all to try to make it right. 

  

  Business response

  10/04/2023

  We do apologize but the delay compensation is non-negotiable. It is not a refund of your transportation charges but compensation if the dates on your Order for Service are not met.

  Please refer to the Estimate & Order for Service that was signed by yourself. 

  Guaranteed Pick-Up & Delivery Dates - daily allowance of $50 per day for ***** lbs. and less or $100 per day for greater than ***** lbs., subject to carrier's applicable tariffs and terms and conditions.

   

  Customer response

  10/05/2023

   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.

*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. ↩