ComplaintsforAllied Van Lines, Inc.

• 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.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had contact Allied *** movers for a move from ************* to *******. We were contacted by marathon movers and Raythemover.net. The mover stated they worked for Allied. We were speaking with ****, and who stated he was the move consultant. We explained that we had our furniture in storage and we didnt have an exact weight they estimated around **** pounds when it went in storage, the consultant came back with ****** pounds. We told him that we were not comfortable signing an estimate contract with that amount due to it was closer to **** . He stated when the furniture was removed from storage that it would be weighed at that point, and we would be issued a refund for any over payment and a new estimate of service and charges would be given. He assured us that we would not have to be liable for anything over the weight it was price guaranteed. He stated they were doing this because they needed an exact weight for the shipment and as it was in storage, we were unable to give them an exact weight .He said, dont worry, this is a guesstimate. It will all be refunded if its over. They charged us $12,463.01. On August ********************************** full but did not pick up the load until August 14. We were never given an updated weight or an updated estimate of services and charges. On August 28 when the shipment finally arrived in ******* we were told that the actual weight of the shipment was **** pounds they over estimated by **** pounds. on September 5. We received an email from Allieds move coordinator who stated that we would be getting a refund of $1715. That rate was based on their refund of $.25 per pound. We explained that we were charged $1.04 a pound when they initially took the order.I have filed a grievance with the department of transportation for price gouging. I do not see how anyone can think by over estimating by **** pounds @ $1 .04 is reasonable

  

  Business response

  09/11/2023

  We are very sorry if there was any miscommunication regarding the rate of refund.

  Per the contract, and as stated on the Order for Service: Guaranteed rate reduction will be reduced by $25.00 per 100 pound difference between the actual and estimated weight and therefore

  Estimated weight ****** - ***** = ***** divide by 100 = ***** x $25.00 = $1,715.00.

  The amount of the refund is accurate.

  The Claimant may have thought to divide the total cost of the move to get a per pound rate.  However, the total cost of the move has other charges included in it such as valuation.

  Again, we are sorry if there was confusion in the rate figuring but the amount of the refund is accurate.

  Customer response

  09/11/2023

   I am rejecting this response because: As I stated we told their agent that the weight was closer to closer to **** pounds he stated that the ****** pounds listed did NOT matter because they were weighing it when they got it out of storage. They were going to adjust it. Why would we pay agree to pay shipping for ****** pounds when we knew it was closer to *****. And actually came in less than *****. They charged $11,977.01 for shipping and there was $486.00 for insurance which I am not disputing. Due to Allied believing that over charging by **** pounds is acceptable I have also filed a complaint with the department of transportation and the attorney general office in ********. We are not disputing a few hundred pounds here. This cost ** thousands of dollars in this company just doesnt care.
  
  
  

  

  Business response

  09/11/2023

  The Claimant is getting refunded for the amount of weight not transported. We are regulated by federal law and must abide by regulations. 

  We do apologize if the Claimant is dissatisfied with this response but they will in the end only be charged for the weight transported.

  Unfortunately, there is nothing further to be resolved.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Allied moved our home furnishings from ** to IA. in late July 2023. Numerous pieces of furniture including antique furniture were significantly damaged or broken, sometimes with pieces missing. some pieces are unusable. We filed a claim for damages with the company in a few days. There are 24 claims in total. The claims adjuster has been unhelpful. Our belongings are in storage (we moved from a house to an apartment) but were told the items could only be inspected in our new house (which we currently do not plan to buy), that they cannot be inspected at the storage facility, and that we cannot move them before they are inspected. Catch-22. It has now been about 6 weeks and there is timeline for resolution. The originating agency has been as helpful as they can be, but otherwise the customer service had been awful.

  

  Business response

  09/08/2023

  We are very sorry for the difficulties that the customer has experienced.  They were advised this morning that their claim is being referred to a senior manager for review, and she was provided with the contact information for the manager to the customer.  The manager will be in contact the customer after reviewing the claim.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/26/22 we paid Allied Van Lines $14,475. to move us from UT to WA. (Registration #******). When they picked our items up there was an inventory done. We have asked, but have not been provided a chain of custody to be able to say exactly where it went after that. We were told that the delivery driver would have a copy of the inventory for us to sign as received. When the driver arrived, he did not have the original paperwork, rather he had an inventory he took independently. He indicated that he was not provided the original paperwork and had to performed his own inventory. We did verify that what he had on his inventory list was delivered. However, there were additional items that left our home and not available for him to pickup for delivery. At delivery we were asked to confirm that what he delivered items his independently taken inventory list. I filed a claim for the items that were on the original inventory list but were not available for him to pick up. I filed the claim on 4/19. It was denied on 5/12. I asked how to appeal that decision 5/18. On 5/24 it went to a new agent and again denied on 8/16 because there was not notation on the delivery list. We could only confirm what was on the independent inventory. We were told we had 9mos to go through it all and file a claim, to wait and see if anything else showed up. Nothing else showed up. It is my belief that the items missing were lost before the delivery driver picked up them up, the onus should have been on him to mark items as missing. At least count the number of items. We were not informed or present for the 2nd inventory and therefore cannot verify if there were missing items at that time. We have differing stories on how often the items were moved. We were told that there were at least two warehouses used for storage. Each time the items were moved someone should have verified that all items were accounted for and make the appropriate notation based on original inventory available.

  

  Business response

  09/08/2023

  We are very sorry for all the frustration and inconvenience this customer has experienced.

  The Claims team was advised to assign a new adjuster to perform a complete and thorough review of this claim settlement .

  I will apologize in advance that this will take some time and won't be resolved through this BBB system. If at any time the customer wants to follow up they should contact the claims team for any updates.

  Thank you.

   

  Customer response

  09/08/2023

  
  I am hoping that we can resolve this issue in order to avoid the time and expense of arbitration.  I was just about to submit a request for arbitration but will hold off for just a bit to see if I am contacted.  Attached are copies of all inventory list, please let me know if there is anything else you need.

  

  Business response

  09/11/2023

  As communicated previously, there will be a thorough review performed and once again, it will take some time. 

  The Claimant should allow 60 days for the review to be completed.

  Thank you.

  Customer response

  09/11/2023

  Yes, I understand that.  I was hoping that my claim would be some what of a priority seeing that this has been going on since May.  Communication with the the first two reviews was slow and usually I would have to bug them.  I just want to make sure that the extraordinary circumstances be considered with this review.

  Thank you,

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

  

  Business response

  09/11/2023

  It will definitely be made a priority, it will just take time.

  Thank you for understanding and claims will be in touch.

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