ComplaintsforSIRVA, Inc.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired North American *** Lines to move our belongings. The movers were responsible for at $10,000 worth of damage and lost items. Sirva was the claims adjuster. Instead of paying ** for lost and damaged items, they came up with untrue and unsupportable excuses for why damage wasn't caused by the mover.

  

  Business response

  11/01/2023

  We are very sorry that the claimant had damage to report from their relocation. At this time it looks as though repairs are being made and the claim is still in progress. Once the claim is complete if the claimant has disputes they should as for a review of their file by the review board and provide evidence/reasons for the disagreement.

  We are sorry for the frustration and inconvenience this has caused.

  Thank you

  Customer response

  11/01/2023

   I am rejecting this response because: They are repairing a damaged sculpture and Lladro figurine. Otehr than that,  I don't know where they're getting hteir inforamtion from. They have refused to repair damaged furniture and to compensate us for items lost during the move. 
  
  
  

  

  Business response

  11/01/2023

  Again we are truly sorry about the damage and the claim settlement. The claimant has the right to have their file reviewed and provide substantiation and reasons as to why they dispute and the file will be reviewed.

  However the claimant is advised to wait until completion of the claim.

  Thank you

• Initial Complaint

  10/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sirva was contracted by my husbands employer for the home selling program. We went under contract around June 27th of 2023. We had to actively list our home for 60 days before they would purchase our home. There were many issues in that 60 days we had with them one being not following their procedures when ordering appraisers and second being their lack of communication and lack of responding when trying to get a hold of them. We had expressed our concerns prior to 60 days but we did not get a response for 2 weeks after. We had wanted them to buy our home at that time but no response. ***** later they finally got a hold of us so we could go through with the buyout. That was the only time we heard from them and they never followed up with the paper work like they said. Fast forward to end of September when we called multiple times a day for 2 weeks before we got a hold of someone and said we need this taken care of by then end of September. They said we needed to wire them $5000 for taxes. We did within a couple hours. They couldnt confirm for a few days due to systems being down. Once confirmed they said as if 9/29/23 they took ownership. Its has been 3 weeks now since we sent them money and they have yet to pay the mortgage like they said they would and the mortgage servicer has called us asking for payment and letting us know that soon well be reporting it which will hurt our credit. We have tried to contact all our reps with Sirva yet no one responds when its about when they are paying our house off.

  

  Business response

  10/20/2023

  In order to check into this we will need more information.

  Please advise the name of the transferee and the company he works for, we do not find a ************************************

  Also please provide the origin address.

  Thank you

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted through North American *** Lines/**** North American/***** to move our household belongings from **************** to Salem, ****. Sirva handles the claims for these companies. A small crew of movers moved quickly, and since it is just my wife and I, we were not able to be in every room to see how they were placing items. Once everything was out of the moving van, and either in rooms or in the garage, I sat down with the driver to complete the paperwork. At the bottom of the paperwork is a location to sign that there was either property damage or not at the destination. Since it is just my wife and I, there was no way we could go through and move everything that had been stacked against the walls, to see if any damage had been done. The driver told me that I did not need to sign that section, and that we would have 9 months to submit any claims for items or property damage. We did not sign the form. When we submitted the claim, reimbursement for the damage to the property was denied. The person working the claim told us that we had to have reported this within 24 hours, as stated on the form. Nowhere on the form does it state that property damage must be claimed within ************************************************************************ not. We provided this info to the agent, *******************, identifying that while she states it is the companys process, that in fact there is no place on the form that states this. The driver was fully in agreement that we not sign the portion of the form regarding property damage at the destination. We are asking for compensation for the damage caused by the movers to multiple walls. We do not feel it is a fair business practice to cause the homeowner, especially in a brand new home, that had absolutely *********** prior to the movers coming, to have to pay for these repairs. We have tried to resolve this respectfully with the agent, but have not had any success.

  

  Business response

  07/26/2023

  We are truly sorry that the claimant has issues to report from their relocation and their claim settlement. It is unfortunate but we cannot overturn the decision of the claims department and the claimant was advised of that. A residence is subject to damages every day with normal living so it is imperative that any damage to the residence be documented or reported immediately. The customer checkoff sheet was signed indicating no damage at delivery. Again, our apologies but we are unable to change our position.

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had to use sirva moving services for work moving from the west coast to the east coast and it has been the worst experience I have ever experienced when moving and wouldnt put this on my worst enemy. Im beyond confused how Sirva is still in business for the provide absolutely no help to any issue I have brought up. Just asking for an email or call follow up is beyond their abilities. Since my pick up I have been waiting for over a month for my belongings and with no contact or follow *** on what is to happen next. I cant tell you how much sirva is a terrible business and to tell ******* i habe contact to that driving a uhaul **** miles would be better than depending on sirva. If my things ever arrive to my place and there is anything missing or damage legal action will be made. This type of behavior as a business should not be tolerated and they should dissolve after how poorly they have dealt with my move.

  

  Business response

  07/25/2023

  Our sincere apologies for all the frustration and inconvenience this customer is experiencing.  It is my understanding that the account has been updated and that there is a delivery date set.

  Again, we are truly sorry.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used Allied ********* ******** a Sirva company, to arrange the move of my household effects from ********* to ********, ***********. I entered into a contract with them on September 27, 2022. Because I am a busy professional, I chose to pay extra for the full packing and unpacking service. In particular, the contract specifies: "Unpacking, unwrapping and removal of packing debris at the time of delivery." and "Delivery and unpacking (flat top service) included." I was charged *** ****** for the origin and destination services.Despite this clear and unequivocal undertaking in the contract, Allied ******** just dumped the 140 boxes at my premises and office. They did not unpack or unwrap anything. It took me two weeks to unpack the container load. Allied ******** only collected the moving debris nearly a month after delivery took place on 9 February 2023. *********************, Service Delivery Manager, ************* Services, ********, *********, acknowledged in her email dated 23 February 2023 to me: "As discussed, it is clear that our New Zealand team have failed to provide you with the unpack/unwrap and collection of debris service as per your contract. I apologise for the inconvenience caused. Please allow me time to review with Operations in regards to your refund request." I have heard nothing since from Sirva or Allied.I am demanding a refund of *** ***** for the portion of the services that I was charged and did not receive. This is an open and shut case of breach of contract. If I do not receive this refund from Sirva/Allied by the end of the month, I will submit this matter to arbitration proceedings in the ***** and will be claiming attorney's costs on top of the *** *****.

  

  Business response

  03/15/2023

  This complaint was forwarded to the ********************** of the organization and someone will be reaching out to the customer. Unfortunately, I am unable to respond through this site as we handle the domestic shipments.

  Thank you.

  

  Business response

  05/08/2023

  We have previously responded that the domestic claims are handled through this site.

  I once again have forwarded the information over to the ********* contacts who must address this complaint.  I have asked that someone be in touch.

   

  Thank you,

  

  Business response

  05/16/2023

  Attached correspondence with *****************,

   

  The background of the complaint is,

   

  • Customer has taken split delivery of shipment and then at the delivery of the second portion has signed all paperwork and relieved the team from the job
  • Two weeks later has advised Allied that the job is not complete and requested a disproportionate amount of money for the lack of unpack of cartons
  • At that point the import service delivery manager was in contact with the customer
  • Escalated to ******** branch manager who contacted the customer via phone and discussed and offered settlement of $200 NZD which was declined
  • Escalated to BBB and forwarded to ******* and I responded to ***************** who declined

   

  Which is where we are at now, new enquiry which I replied to ***************** yesterday met with the same response,

  Customer response

  07/19/2023

  Just to let you know that my claim against Sirva in the *********** ***************** under the Consumer Guarantees Act was successful, and I was awarded damages. 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  SIRVA supposed to help me relocate and reimburse relocation costs as part of relocation assignment for Apple. SIRVA denied the reimbursement even though I had submitted housing, hotel and transportation reimbursement that were approved with clear receipts but SIRVA refused to process them. I'm asking SIRVA executives to investigate the situation and pay out the reimbursements that should've had been paid out.

  

  Business response

  05/05/2023

  Thank you for allowing us to explain our position. We do apologize for the frustration of the claimant.  However, the claimant was paid for all expenses, less those that did not have sufficient documentation per client policy. This issue was settled quite a while ago and it is our understanding the claimant is no longer with the company that authorized expenses. The claimant would need to pursue further reimbursement with the former employer.

  Regards,

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked a move from ************* to *********. During the move dome items although clearly marked to to be taken were and have gone missing. Transportation was delayed due to there being no available drivers to move our property allowing ample time for our items to be picked through. Once delivery day arrived we found that many of our items were damaged due to improper loading. A wood stove packed at the top of the truck if not for my quick action would have landed on one of the movers. Also a doorframe was damaged during the move. Because of the amount of damage the movers quickly got out of the house and left paperwork in our kitchen saying that someone would be in contact about insurance and assembly of the items disassembled. None of this happened. Because of the damage we quickly went through our items looking for what was stolen from the home and looking for damage. As many have reported SOP is to stonewall the customer. We were told that we signed for the delivery. We did not. Our copies of paperwork have no signatures. We paid for additional insurance that they refuse to honor. We were offered 4% of the value of the missing and damaged items and then all contact was severed. The only way to get a response from andyone at sirva is to involve government agencies. Even then some of those they ignore. I recommend everyone reading this not give up. I won't.

  

  Business response

  02/09/2023

  We are very sorry the claimant had a negative experience with their relocation.

  The claimant had representatives at origin release the shipment to the driver. All items tendered to the carrier for transport were delivered at destination. Destination paperwork was signed at the time of delivery.

  The carrier does not sell insurance as we are not an insurance company. The claimant purchased valuation which is not insurance as documented on the Customer's Declaration of Value. Under valuation coverage, carriers are permitted to limit their liability to loss or damage which is proven to be caused by mishandling on the part of the carrier.

  The claim was settled in accordance with the valuation coverage the claimant purchased.

  There has been numerous correspondence with the claimant and they are fully aware of the carriers position in this matter which will not change through this BBB website.

  Customer response

  02/09/2023

   I am rejecting this response because:
  
  As just are aware by our one sided conversation where sirva refuses to respond, no signatures were given by us. The drivers who came did not request them and frankly could not get out of the house quickly enough. Please try again. As for insurance, your documentation provided did call it insurance, not valuation protection. Again please try again. Sirva makes every attempt to stonewall the customer and will not respond to this if past experience is an indicator. They only respond once. The only ways to get a response is to show up in person or submit to some sort of government agency. Also a claim is not settled until the check is cashed which as you know, it has not been. Send an appropriate payment and I go away. If not this continues indefinitely.

  

  Business response

  02/09/2023

  As previously stated, no resolution will come through the BBB website.

  The claim was resolved as it should have been and there are numerous email correspondences between the claimant and everyone that the claimant has reached out to.

  The claimant is very much aware of the position of the carrier.

  Customer response

  02/09/2023

  I did supply that documentation, but here it is again. There is no acceptance signature on my paperwork and I paid for full valuation insurance. ************************* refuses to respond to phone calls and emails. There was no arbitration offered, nor was a review of the claim. They sent a check for 4 percent of the total value of the items. Not full replacement as outlined in the contract. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva *********., is the parent ******* of ***** American *** Lines and ***************************. I filed a claim for loss/damage/theft of household goods as required via the moving contact; all deadlines to file the claim were met and a complete inventory of the missing items was submitted. I have written several letters and made several phone calls to the *** of Sirva and they have yet to address this issues to my satisfaction. Instead, a claims representative from ***** American *** Lines simply mailed me a check in the amount of $200.00 in an attempt to satisfy a nearly $8,000.00 loss/damage claim. At no time did anyone from Sirva BGRS, ***** American *** Lines or *************************** contact me to discuss this claim. It defies commonsense and good business practices to process a loss/damage claim without discussing the claim with the claimant. Sirvia BGRS, ***** American *** Lines and ********* Moving and Storage are doing everything to avoid their responsibilities to process the claim or submit my claim to their insurance carrier for further review. Please see the attached letters and claim spreadsheet for detailed information. I really need the assistance of the BBB since I believe that this is a fairly common problem with many moving and storage firms. I look forward to your input and assistance.

  

  Business response

  11/16/2022

  We are very sorry that the Claimant had damage and missing items to report from their relocation. 

  The customers responsibility is to check their shipment at the time of delivery to ensure all items that were tendered to the carrier were received at destination. In this case the claimant completed the customer checkoff sheet at the time of delivery and no damages or missing items were documented. The claimant checked the box that everything was received and it is written on the checkoff sheet "all here". 

  The claimant signed every inventory page acknowledging that all items tendered to the carrier were received at the time of delivery. There is a notice on each page warning the customers "before signing, inspect your shipment carefully and make sure every item listed is accounted for at delivery. If there are items missing or damaged note the details in the "exceptions at destination" column. If for any reason you were not given the opportunity to inspect this shipment, you should call this toll-free number...... The carrier was not contacted.

  The carrier received a claim for numerous items claimed as missing nearly 8 months later, which is in the timeframe to file but not a guarantee of liability. There was a thorough trace completed and nothing claimed as missing was found. The carrier does not have the customer's belongings. There is no evidence that anything was lost during transit and the claimant acknowledged this with their signature on all paperwork.

  The claimant has been advised of this and unfortunately there will not be a change in the carrier's position through the BBB either.

  We apologize for all the frustration and inconvenience this customer is experiencing.

  Customer response

  11/16/2022

  I, ******************************* hereby reject the response submitted by:

  
  Sirva *********., North American *** ************ & ***************************, ***** for the following reasons:

  At no time did the driver or the day laborer offer or provide ANY inventory worksheets,paperwork or documentation prior to starting the off load of my household goods. The driver was most focused on dropping off my household goods and getting back on the road to *******. In addition, the first and only task that the driver focused on was getting full payment via my credit/debit card prior to starting the off load/delivery process. He stated that he could NOT begin to off load my belongings until full payment was verified. Due to the amount due I had to get approval from my bank to fully process the charges which took about fifteen minutes, and the driver was more than a little irritated that he had to wait, stating again that he had to "get back on the road ASAP". The driver, an employee of North American *** ************ was accompanied by a day laborer who was independent and had no direct affiliation with Sirva BGRS, NAVL,AMS or any related paperwork or delivery process. The entire off load took less than three hours and NONE of the clearly labeled boxes were placed in the appropriate rooms of my house. Most importantly, the required paperwork was NOT presented to me until AFTER the offload was completed; at which time the driver stated that I was to endorse the forms and if anything was missing, damaged or lost it would be handled via the claims process. In fact, I indicated that my couch cushions were missing, and the driver made a telephone call to *************************** to report the lost, missing or stolen items. Since I am disabled and require a wheelchair to get around it took me several months to simply place the boxes into the appropriate rooms of my house prior to beginning the process of unpacking. I determined that two (2) boxes were missing, and two (2)suitcases arrived empty (one of which was broken by ****). The contents of the lost and/or stolen boxes was clearly outlined in the original claim submitted on April 04, 2022. The most interesting part is that one of the boxes contained my summer clothing, hangers, medical equipment and various decorations etc.,while the other contained a few garage items. What's even more interesting is that the bulk of my power and hand tools were delivered intact, most likely due to the fact that they were shipped in a locked Steelcase cabinet which NAVL & AMS did NOT have access to. As for the items packed in the suitcases; ALL of the missing weightlifting equipment was packed in a large suitcase which NAVL has already admitted that they damaged (they even forwarded a check to me in the amount of $200.00 to cover the cost of replacing the suitcase that they damaged and delivered EMPTY which I have NOT yet cashed). A second suitcase also arrived EMPTY and contained a computer, Bluetooth book shelve speaker and **************** Professional Suite software/CDs. What is most interesting is that even if I had been given the opportunity to check off individual items as they were offloaded, I would have NEVER known that the suitcases arrived empty until I began the unpacking process. Furthermore, NAVL totally overlooked the photos of damage done to my furniture and weightlifting equipment. Finally, to add insult to injury NAVL driver & laborer failed to reassemble the weightlifting bench and kitchen table both of which NAVL disassembled in preparation for shipping my belongings between states.

  In conclusion, I have moved/been relocated numerous times in my adult life and this is the very first time that a moving company has refused to call me to discuss a loss damage claim, North American *** Lines simply arbitrarily decided to mail me a check in the amount of $200.00, ignoring the two (2) missing boxes, two (2) empty suitcases and the photos of missing/damaged furnishings. Furthermore, since submitting the original claim I have found significant damage to a custom-made Amish cabinet. The only reason I found this expensive cabinet was damaged by NAVL was I noticed a major structural part of the cabinet was sticking out from under the cabinet when I was vacuuming (it is worth noting that the damage to this piece of expensive furniture was not part of the original claim). I point this out only to illustrate that during my last relocation that the national moving firm that I used damaged my dining room furniture and in one phone call the claims representative scheduled a furniture restoration expert to come to my home to make the necessary repairs. In addition, the same claims representative was in near daily contact with me in an effort to coordinate processing my claim in a fast and professional manner. Sadly, Sirva BGRS, North American *** Lines and *************************** do NOT offer the same level of customer satisfaction as did previous moving and storage firms that I have used. Isnt that why NAVL insured my shipment? Shouldnt they submit an actual claim to their insurance carrier for processing? Perhaps because I am a small individual customer rather than a large corporate client that typically uses Sirva BGRS,NAVL and AMS they feel that they can simply ignore this issue? Maybe thats why NAVL forwarded me a check for $200.00, thereby admitting their culpability for the damage, lost or stolen household goods that they failed to deliver?

  At the very least, Sirva BGRS CEO should instruct the claims representative to pick up the telephone in an effort to resolve this matter in a way that benefits Sirva BGRS, NAVL, AMS as well as me... THE CUSTOMER!
  
  

  
  

  

  Business response

  11/21/2022

  We are truly sorry as there is nothing further to change the position of the Carrier.

   

  Customer response

  11/23/2022

  
  November 23, 2022

  I am rejecting this response because:

  North American *** ************ (aka: Sirva *********. and/or *********************************.,) picked up my household belongings on July 08, 2021, and told me that my boxes and furniture would be stored in the wooded crates that **** brought to my home on their truck. My belongings were to be stored at ********* Moving & Storage and would remain there until I scheduled delivery to my new location in ********; this was tentatively scheduled for August 2021. I learned through **** account coordinator that my household goods were unloaded from the shipping crates and stored in the ******** Moving & Storage facility. I have no way of knowing the conditions or security of ******** Moving & Storage facilities however, it is NOT unreasonable to conclude one of two possible scenarios on the lost/missing household goods:

  
  1)  **** delivered the missing items to the wrong house (this would account for the two missing boxes) or,
  

  2)  ******** Moving & Storage deliberately stole the missing computer, software, Bluetooth speaker & weightlifting equipment all of which were packed in the two suitcases delivered broken and empty.

  As stated in my last note to the BBB, even if I was given the opportunity to check the inventory as the **** driver and day laborer unloaded my belongings a full month AFTER they were taken to the AMS/**** warehouse in July ******************************************************************************************** addition,the **** workers didn't bother placing ANY of my boxes into the rooms as clearly marked on each box. Furthermore, the first and only time that the **** driver showed me any paperwork was AFTER they had unloaded all my belongings. If that is not enough, neither the **** driver or the day laborer bothered to assemble my weight bench or kitchen table even though the **** pick up team disassembled these items to load them on the truck. In addition, **** claims department never bothered to call me to discuss the missing items, nor did they bother to address the empty suitcases, or the missing items shown in the photos that accompanied the original claim. Instead, **** simply mailed me a check in the amount of $200.00 with the terms stating: Endorsement hereof acknowledges that this payment is offered and received in full settlement and satisfaction of the claim shown on the other side; and that upon acceptance and payment of this draft the van line shown on the reverse hereof is hereby released and discharged of said claim. If this were not a legitimate claim for theft or damages to my household goods, why would **** issue a check in the amount of $200.00? Please note: The check is dated May 19, 2022, and remains UNCASHED/UNENDORSED and I believe technically void since it is stamped with a 180 day lifespan; therefore, **** must now reissue a check in the amount originally claimed.

  
  Finally,it is worth stating that ****, AMS and especially Sirva *********., have been less than helpful throughout this process, the level of customer service,follow-up to problems and the abysmal handling of this claim leads me to but one conclusion:
  
  North American *** ************ **********************************., and especially the *** of their parent company Sirva *********., care little for the small individual customer and are only interested in servicing their larger corporate clients.
  This unfortunately appears to be the new business model for many companies both large and small. The bottom line: **** & AMS are responsible for the lost or stolen items, and I expect reimbursement ASAP.
  

  Regards,
  
  

   

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

  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company is using SIRVA to relocate ** and the final housing was an issue because they could not find a place that would allow our 4 cats. I asked if an Airbnb was an option but they never got back, and since our flight out was on a weekend we are currently stuck in ****** without a place to stay for a month and are dead tired because they did not even pay for the hotel we were supposed to stay in the night before the flight! Currently we are staying at a Motel 8, with a nice rental car so we feel incredibly unsafe but it was all we can afford especially if we end up stuck without housing for the whole month. I have been trying to call my SIRVA rep **** all morning as well as the housing specialist and various corporate offices. I am tired and stressed and stuck in a new city with my husband and my 4 cats (which were approved for transportation reimbursement up to 500 but somehow not factored into temp housing?????).

  

  Business response

  11/09/2022

  We are truly sorry the Claimant is having issues with their relocation.

  Please know this has been sent over to the proper team to get in touch with the claimant and address the issues.

  Unfortunately, a resolution cannot be accomplished through the BBB site so the claimant will be contacted accordingly.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company lost or damaged $1049 worth of my property. When I filled out the form and provided proof of the damage they came back with a $50 offer but only after weeks of no contact. I spent almost $15000 on this move and expected my items to be treated with respect. If that wasnt possible then they should pay to make it right. The offer is insulting.

  

  Business response

  10/20/2022

  We do apologize for the frustration and inconvenience regarding the claim settlement. One of the items had no physical damage but had a mechanical issue which is exempt from liability due to the inherent nature of the article.

  The Claimant singed all documents and checked yes that all items tendered to the carrier were received at the time of delivery and therefore we were unable to confirm that anything went missing during the relocation and therefore the items claimed as missing were denied.

  Again, we are very sorry that the claim settlement was not as the customer expected.

*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. ↩