ComplaintsforSIRVA, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva is supporting a claim I have with Allied *** Lines. Sirva employees seek to minimize and/or dismiss appropriate claims for lost and damaged goods. In this particular case, Sirva incorrectly noted their reasons for not making my family whole for 6 of the 8 items listed.

  

  Business response

  07/10/2024

  We are very sorry the claimant had damages and missing items to report from their relocation. The carrier made settlement on the damaged items, however the claimant did elect to have a $500 deductible so the deductible has now been met with acceptance of liability on the damaged items.
  The claim file is going to go to a review process and they will make a determination as to whether additional liability is accepted for the claimed missing items that were not documented at the time of delivery.
  Unsure why the claimant is seeking $13,000 as resolution as their claim filed is far less than that amount.
  It is documented that the staff would like everything in writing, first so we have documentation, and second due to the way they were spoken to over the telephone by the claimant.
  Again, we are sorry to cause any frustration and/or inconvenience to the claimant as their claim file goes through the review process.

  Customer response

  07/10/2024

   I am rejecting this response because of the inaccuracies and lack of completeness.
  

  First, we are not seeking $13,000 as a settlement. This was simply what we paid (approximately) to Allied for the move. This was included on the BBB complaint form. 
  

  Second, the response doesnt acknowledge that Allied has either an incomplete or inaccurate inventory list. This argument is very easy to follow - case in point is that the ladders are not listed at all, although 2/4 were delivered and the bike itself was also delivered, just missing the seat. 
  

  Finally, the amount noted in the settlement is completely inadequate on only addresses 2/8 items stolen and/or damaged. 
  
  

  
  

  

  Business response

  07/10/2024

  Any information and/or substantiation that *** be helpful should be submitted to the review adjuster to consider when the file is reviewed.

  Unfortunately, we are unable to resolve the claim through the BBB website.

  Customer response

  07/11/2024

  I have provided extensive details and substantiated all claims, but this information seems to be conveniently ignored or dismissed by both Allied and Sirva. As a reminder, all we are seeking is to be made whole by replacing or reimbursement for lost and damaged items. Its literally only 8 items! 
  
  
  

  

  Business response

  07/11/2024

  Again, the claimant will need to supply the review team with any/all information he has to substantiate the claim.

  We are unable to resolve a claim through the BBB site.

  Our apology.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husbands job transferred him to a new location and they use this company to do the move (Sirva)We moved in February. All of our things were packed by the moving company ******* Moving and Storage out of *******. Upon receiving our items we had a lot of damage and are missing items. Everything that was damaged and is missing has been reported to Sirva and all claims were sent in to Sirva. After starting to submit our claims we were told that our case was being transferred to a ***************** with adjuster from Sedgwick. He had someone named **** come out and document everything and take pictures. We found out nothing was documented only pictures and is now with an insurance company ****************** handling the case is Many *******.. Upon speaking to ***************** he was rude to my husband. He started my husband didnt want to cooperate because he called my husband at work where he couldnt talk and asked him to provide info that he couldnt provide at the time of the call. My husband stated you should have all this info that we have submitted. ***************** stated he would only deal with him through email. We are 3 months into the claim process and nothing has been done and communication is none. I called and spoke with ****************** after my husband spoke with him. He told me that he makes the decisions and whether to approve a claim. He also told me that my mattress could be ruined if someone in the household sleeping on it is bigger. This is a $6,000 mattress that is only two years old. He is insinuating that we are not being truthful about our claim. He told me he would approve some of our claim because it was an unusual situation for our mattress and bed frame but were had to wait for him to get back from vacation. He stated he could approve some of it without getting good supervisor involved. The frame is apart of a set and another two things in that set were damaged. I have provided names of companies we bought from and similar items with pricing.

  

  Business response

  07/01/2024

  We are very sorry the claimant is experiencing the frustration and inconvenience as they describe.  It is never the intention of the carrier to provide a service less than expected from a professional moving company.

  With this being an Intra Georgia claim the agents do operate under their own authority and have different guidelines than an interstate relocation.

  The agency has been advised of the complaints with the claim process.

  Please continue to work with the agency in order to resolve the claim as quickly as possible.

  Again, we are very sorry for any inconvenience this has caused.

  Customer response

  07/01/2024

   I am rejecting this response because:
  It has been 3 months since this has occurred and there has been no outcome or communication. We keep getting the same response. That they will forward our complaint and it is never addressed. Sirva set this all up transportation, storage and packing. We received our items either broke, damaged or missing. We are without a bed for 3 months and feel this should be handled in a timely manner. We need someone assigned to our case that is aware of procedures. This insurance company never worked with Sirva before and were asking us questions like how much insurance we have. This is all handled by Sirva and questions they can answer. We were lead to believe we would be working with Sirva only. Weeks later we were told it was being transferred to another insurance company. We would appreciate getting  this resolved as soon as possible. 
  Thank you
  
  

  

  Business response

  07/01/2024

  Unfortunately, the claim cannot be resolved through this BBB site.

  The agent and account managers are working toward resolution.

  Again, we are very sorry for the frustration and inconvenience.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My vehicle was dropped off at *************************** ********* on May 7th 2024 to be delivered to ***************. The vehicle was picked up by ******************** SIRVA on May 20th 2024 and scheduled to depart for shipment on June 13th 2024 and be delivered by June 29th 2024. After several inquires with the company, SIRVA realized that the information on the tracking website is incorrect. There was no notification to me in regards to my delay of shipment. The shipment is now coming in July 25th 2024. This is extremely LONG wait for my shipment.This is causing hardship for my family and I. We have a son and need to get around the city and having to pay for new bicycles just to get around. I would like this to get resolved and vehicle delivered as soon as possible.

  

  Business response

  06/24/2024

  We are very sorry the claimant has issues to report with delivery of their vehicle.

  We will get this complaint over to our ********************** and someone will reach out to the customer for resolution and/or an update.

   

  Thank you

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Move-in: 10-19-23 Original claim denied for, "Regretfully, we must deny liability for the residence damage claimed. With this type of damage, we must have immediate notification by way of written exceptions noted on the paperwork, as residence is at risk daily. We did reach out to the Allied agent and were unable to confirm the claimed damage. Written exceptions are the only way we can verify the damage was done while our personnel were present, as there were none, we cannot make an allowance. Immediate notification, and/or report, was documented via phone call the day of the move after the incident occurred. The phone call took place on 10-20-2023 at 5:47 PM for 13 minutes to the phone number ************ in which I spoke to the coordinating customer service representative, for my specific move, ***************************.Not one SIRVA or ALLIED employee point out, write, or express that a 24-hour timeline was mandatory for submitting the actual claim. Prevention of final walk through to notate damage and do a final inventory check was also reported. A representative Lakevion ****** created a hostile altercation in my home, at which point he called off the move and circumvented the entire handover/delivery check-out / walk through inspection process. SIRVA on the BBB (Better Business Bureau) for similar claims, including a recent claim of 02-28-2024, which (SIRVA) responds, A residence is subject to damage on a daily basis with individuals coming in and out and therefore it is a requirement that residence damage be documented or reported immediately within 24 hours.There is no mention in the signed contractual agreements of you all A) being self-insured or B) requiring that all damage claims be reported within 24 hours, combined with the fact that your insurance policies registered with the DoT are inactive and the numerous BBB complaints of wrongdoing, tells me you all have an established pattern of abuse The damages amount to approximately $48,000.00.

  Customer response

  05/30/2024

  Contact by the Business to send insurance settlement check 

  

  Business response

  06/04/2024

  We are very sorry the claimant had issues to report from their relocation. It is never the intention of the carrier to cause frustration and/or inconvenience during this time.

  The statement regarding residence damage is true that is must be reported right away in order for the carrier to accept liability. Each and every day there are possibilities for other parties to be in the household that could cause damage as well.

  The claim file is under formal review and the final determination will be made during that formal review. The claimant will be notified once that is complete with the verdict.

  Unfortunately no resolution can be made through this BBB site.

  Again, we are truly sorry for any inconvenience this has caused the claimant.

  Each instance is different and it is unknows what each and every review on the BBB was regarding or the circumstances surrounding their relocations.

  Thank you.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used North American *** Lines for a cross country move from *********, ** to a storage unit in *******, **, which was loaded on 8/1/2023 and guaranteed to arrive by 8/8/2023. The delivery didnt arrive until 8/12/2023. My husband and I had plans on 8/12 when it finally arrived, which we partially missed out on to supervise the unload. We only received a call from the driver late on 8/11 letting us know theyd be there early the next day. Their policy regarding late delivery is $100/day for loads over 3500 lb. Ours was 8220 lb. I even received an email with a delay claim form to file from North Americans Agent that coordinated our move. When I filed the claim, SIRVA quickly responded that their policy regarding storage units disqualifies any claim to late arrival reimbursement. This was neither stated on the storage unit addendum that I signed nor ever brought to my attention until I filed. That policy seems extremely shady and could be used against anybody else using their service to storage units to blatantly violate the promises they make when selling their services.

  

  Business response

  05/02/2024

  We are very sorry that the Claimant had a delay in delivery. It is never the intention of the carrier to have a shipment delayed and we apologize for any inconvenience this may have caused.

  The guaranteed date policy of the per diem per day is to provide compensation that will assist the customer in possibly making purchases of items of necessity to set up household until the shipment arrives. As this is not urgent in a shipment delivering into storage it is excluded from the delay compensation policy.

  The Estimate/Order for Service does say that the compensation is subject to carrier's applicable tariffs and terms and conditions and this is excluded per the carrier's tariff.

  Again we are truly sorry for any inconvenience and for the frustration this has caused the customer.

  Customer response

  05/03/2024

   I am rejecting this response because:
  
  In the same spirit of compensating for items purchased to alleviate belongings not arriving on time per their response, my husband and I experienced the same type of stress with our delivery to the storage unit being late.  We had just moved across the country, we were staying in an expensive short term lease while we house hunted, and we had blocked off the delivery date in our busy schedules to both be present for it.  The day our shipment finally arrived, we were forced to miss two showings with our realtor and made late to an event for which we purchased tickets.

  The policy should have at least been printed on the storage unit addendum and brought up by the agent selling us their services.  I may have gone with another company had I been aware.  I strongly feel that we deserve compensation, more than an apology, being that they sold me a guaranteed delivery date and didnt deliver.  It would really help out in covering some of the costs that we endured due to the late delivery.

  

  Business response

  05/06/2024

  Again we are very sorry for the delay in delivery to the storage facility. However, we are unable to make any changes to the terms and conditions per the carrier's tariff.

  Unfortunately spelling out each and every policy on the ***************** isnt doable which is why it states subject to carriers applicable tariffs and terms and condition. There is simply no way to spell all every detail on that *****************.

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

  Thank you

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12th, 2024, I paid Central *** and Storage $16,714.84 to move my household belongings from *************************************************** to **************************************************************************. I elected a $250 deductible on the move itself, to cover any damage incurred. This insurance policy is administered by SIRVA, who is the subject of my complaint.Upon arrival (Jan 16 and 17) and unpacking of our contents, damage was discovered. I was advised by the mover to compile a list of all damages and send to the move coordinator. This required us to unpack all items before sending in the claim. On January 25th, I submitted the following items (along with pictures) as damaged:Electric Griddle - $65.00 Pottery statue - $50.00 Wax Burner - $25.00 Slashed pillow cases - $25.00 Slashed leather sectional sofa - $TBD by repair company Broken water supply line to refrigerator - $TBD by repair company The last 2 items are the most significant and their repair costs would take us over the $250 deductible. On January 25th, I received notification from Allied *** Lines that my claim (Ref# *****-4) had been received and would be assigned to an adjuster.On February 6th, I received notification from ***************************, a Claims Analyst from SIRVA. In this communication, **************** said she would forward to Justices Finishing Line, a third party company. On Feb 9th, Justices Finishing Line contacted me and scheduled a date to have an agent come to our house to inspect the damage. They arranged for a plumber to come inspect and repair the refrigerator, but had no info on the others items in my claim. I believe the plumber came out the week of February 19th. He needed to order a replacement part that took a week to come in. On March 6th, he came out to install the new part, but discovered another problem when he turned the water supply on.On March 7th, I was contacted by Justices Finishing Line, who told me that **************** (SIRVA) had contacted them to say the claim was being denied. Justices Finishing Line said they had everything they needed to do the repair, but could not go any further. They were confused by the stance of **************** as well, and suggested I call her. On March 8th at 11:56am EDT, I called **************** and left a voicemail message. I called again on March 18th at *****am EDT and left another message as I had not received any communication or response. I attempted to call again on March 19th and was advised to send **************** an email, as that is what we need to do when we have a question for her.It is now well over 60 days since my move, and there has been no communication from SIRVO regarding the handling of my broken items. I am seeking replacement reimbursement for those items with costs listed above, and repairs to be made on my sectional sofa and refrigerator. As of 12:05pm EDT on March 20th, I have still not heard from ****************.

  

  Business response

  03/20/2024

  We are very sorry the claimant had damages to report from their relocation. It looks as thought the claim is still in progress and the adjuster will be reviewing for resolution soon.

  The carrier has 30 days to acknowledge receipt of your claim and 120 days to resolve or make an offer of settlement. It appears we are well within that timeframe. We realize this may be frustrating and inconvenient, however the adjuster should be in touch soon.

  Best Regards

  Customer response

  03/20/2024

   I am rejecting this response because: This is a stock response without providing any type of actual answer.  The adjuster informed the 3rd party service company to stop work on March 7th.  No explanation was given to them.  I attempted to contact the adjuster multiple times as noted in the complaint.  Messages were left each time. I am left with no choice but to pursue legal options as no one at this company seems to want to take accountability and provide any type of answer. 
  
  
  

  

  Business response

  03/21/2024

  Unfortunately your response from your BBB claim will not result in an answer to your settlement.  The claim adjuster will need to provide that after review of your file. Your adjuster will be in touch once the file is reviewed with an answer for you. The adjusters work their claims in order of receipt and we are truly sorry that it may take a little time for resolution.

  Thank you for your patience while awaiting resolution of your claim.

  Customer response

  03/21/2024

   I am rejecting this response because:Still no resolution offered.
  
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva was hired to help me relocate from ******** to ********. They said that they had my items insured up to $120k for any damages during the move. After receiving my items in KY, my sectional sofa had major damages. They then sent a repairman to inspect the damages, and unfortunately he damaged the sofa even more to take pictures. Now they are claiming that the sofa was damaged before, which is inaccurate. They are also claiming that the sofa will be repaired for $102.58, which is inaccurate and I think the couch needs to be replaced. They also refused to pay for the floor damage their movers did to my house, and I ended up paying $360 out of my pocket to repair the floor. They also damaged a night stand that was less than a month old, and now wants to repair it, which I dont think will return to the original status. They also damaged the leg of a dining chair, and want to replace that leg, which will probably cause it to have different paint color than the rest of the dining room.

  

  Business response

  02/28/2024

  We are truly sorry the claimant had damages to report from their relocation. It is never the intention of the carrier to cause frustration and inconvenience to our customers.

  The sofa in question was not in the best of condition but the carrier did accept liability for the new transit damage and the claimant is correct that it can be repaired. The claimant can arrange repair with the repair specialist. If the repair should come in at a higher cost than the claimant was allotted the carrier will be billed.

  Residence damage must be documented on the paperwork at the time of load and/or the time of delivery. A residence is subject to damage on a daily basis with individuals coming in and out and therefore it is a requirement that residence damage be documented or reported immediately within 24 hours.

  The repair specialist has confirmed the damages to the night stand and dining chair can be accomplished to return the items to pre-move condition. If the claimant has the items repaired and is unsatisfied he can return to the claims adjuster for further review.

  Again, we are very sorry for the damages and do hope the claimant is getting settled comfortably in their new location.

  Customer response

  03/01/2024

   I am rejecting this response because: Sirva is still claiming that part of the damages to the sofa was made by me and that the sofa was repaired before, which is not true. They are also stating that the insurance adjuster or inspector is professional and wont cause additional damages to the furniture, which is not true as the inspector damaged the sofa further when he was trying to take pictures. 
  
  
  

  

  Business response

  03/11/2024

  We are very sorry for the frustration and inconvenience.

  The Claimant can request a review of the file with the adjuster and provide evidence to support their position. Unfortunately, we are unable to resolve the issue through this BBB site.

  Thank you,

  Customer response

  03/11/2024

   I am rejecting this response because:
  I provided pictures and evidence to prove each point I mentioned. For Sirva, they didnt provide any evidence or supporting documentation. They are acting like when there is a conflict and someone is wrong, but that wrong person is raising their voice so that no one would know that hes wrong. 
  
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SIRVA has not reimbursed us the owed equity from the sale of our home. They still owe us $2,101.19 from a tax refund from their miscalculation from our equity from the sale of our home. This company is engaging in fraudulent activity.

  

  Business response

  12/27/2023

  The amount at issue is related to the relocation sale of Mr.******** home. In a relocation transaction, ****************** sold the property to Sirva and Sirva disbursed the equity. Subsequent, Sirva sold the property to third-party purchaser with the equity from that sale disbursed to Sirva (as seller).
  
  Unfortunately, the closing attorney miscalculated the property taxes which impacted both Mr. ******** equity related to property tax calculation as well as Sirvas equity related to property tax calculation.Sirva has been in communication with the closing attorney regarding the miscalculation. Since the third-party buyer mistakenly was provided the benefit of the miscalculation, closing atty has attempted to collect back from the third-party buyer.
  
  It is Sirvas understanding the closing attorney will be sending amount at issue to Sirva. Accordingly, Sirva will proceed with sending the amount at issue to ***************** now would expect check to go out in next couple of business days.

  A representative will be in contact with ****************** once all is confirmed.

  Thank you

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had 5 interstate/cross-country moves. I have had a few scratches here and there but no claims. This was by far the worst move I have ever experienced. Allied/******* in *********** had a blatant disregard for my belongings. They threw them in the truck. I asked multiple times for my furniture to be padded but they would not. I have pictures of it all. They climbed on it (there are footprints on the sofas and chairs), put wet ladders on top of leather furniture, and did not secure anything. The dining chairs have legs ripped off. Dining chairs have holes in them from where other furniture legs went through them. Both drivers apologized and said they had never seen anything like it. In ***********, it took 10 hours to load because of an inexperienced crew. They missed the secondary pickup and showed up late the next day. Because they took so long and were in a hurry, I never received any paperwork on the front end of the move or was provided an opportunity to discuss additional insurance. The move was then delivered 10 days late. I communicated with customer service immediately about how my property was mishandled the day it was originally picked up and dozens of times since. About 70% of my furniture was damaged in transit. I filed a claim and maybe 40% of the furniture has been picked up for repair. I have asked for a report from the adjuster to understand what is happening with the rest of my furniture but they will not respond. On Sept 26 my adjuster, *************** said she was waiting for my report from the repair firm and then she would be happy to discuss it. I followed up on Oct. 9th and *** responded on Oct 13th saying that she just got the report but that she has to handle claims in the order she receives them and it might take a week or more to get to mine. That was the last time I heard from Sirva or ***************. I have sent follow-up emails on Nov. 8th, Nov 27th, Dec 1st, and Dec. 5th, and I have called and left phone messages on Nov. 15th and Dec. 7th.

  

  Business response

  12/07/2023

  We sincerely apologize for the frustration and inconvenience this relocation has caused and for the significant damage to your household goods. It is never the invention of the carrier to provide a service that is less than expected of a professional mover and for that we are sorry.

  So sorry that there has been a lack of communication since the middle of October. Although we are unable to process your claim through this BBB web site we have reached out to your claim adjuster and have asked that she get in touch with you as quickly as possible with an update to your claim status.

  Again, we are very sorry to inconvenience you in this manner.

  Thank you.

  Customer response

  12/14/2023

  I appreciate that the adjuster has responded and my claim/settlement is in process. I understand that my claim cannot be settled through the BBB. That said, I will not be satisfied until my settlement is complete.
  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva is the 3rd party insurance company that is supposed to be fixing and/or paying an insurance claim from a recent cross country move. Dunmer ********************* Moving uses Sirva to process their insurance claims for damage or broken items during a move. I filed a claim (claim 16185-3) with Sirva in October 2023 with all the appropriate supporting documentation. I have tried to call and email to get a status update on my claim but no one will return my calls or emails or come fix my broken items. I currently have a broken treadmill, table, and lamp that are all unusable.

  

  Business response

  12/06/2023

  We are very sorry for the frustration and inconvenience the customer is experiencing from their relocation and the damage that occurred.

  To clarify, SIRVA is not a 2rd party ****************** SIRVA is the parent company to Allied *** Lines and the Allied *** Lines Claims are processed through Allied *** Lines corporate office. SIRVA does not sell Insurance. The carrier sells valuation coverage.

  The Carrier has 30 days to acknowledge receipt of a claim and then has 180 days to offer settlement. 

  The damage claim was received by the Carrier on 10/13 and acknowledgement was sent to the customer on 10/19.

  There is an independent repair specialist assigned to assess the damage and it is my understanding there is an inspection scheduled for 11/14 to inspect the treadmill. Once that is complete the claim adjuster will review and process the claim

  Again we do apologize for the inconvenience and the claim process should progress fairly quickly once that inspection is complete.

  Customer response

  12/06/2023

   I am rejecting this response because: Sirva refuses to communicate with myself or third party vendors to fix my equipment and furniture. The treadmill vendor was onsite on 11/14 and promptly submitted a repair ticket with the needed repairs and has not had any response from Sirva since then. Sirva refuses to communicate or respond to emails or phone calls by either myself or their hired third party vendors. 
  

  

  Business response

  12/06/2023

  Again our apologies, as it does not appear anyone is "refusing" to communicate.

  After the inspection a report is sent to the claim adjuster.  The adjuster then completes their claims in order of receipt.

  I am certain resolution will be forthcoming soon.

  The adjuster has been asked to reach out.

  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. ↩