ComplaintsforSIRVA, Inc.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired movers (SIRVA along with others chosen by ****** *************************** "***************") who agreed or a hefty sum to move my items from *******, ****** to Brooklyn, ******** arriving on March 20, 2022.My items (over 250 pieces) were to be first delivered (1/2 the items to my storage locker in Greenpoint Brooklyn 1/2 to my apartment in Williamsburg, Brooklyn. Upon arrival only ONE of the four movers I contracted for showed up. I was told by the mover that he would not be able to complete the move alone and if I did not assist it would be carted back to storage until they could actually find movers. This was not an option because my other movers (for my wife's items coming from **** ***** **) were being delivered the next day along with tons of furniture etc. There is no physical way I could set up/install everything etc. without receiving my initial goods from ******* first. As a professional moving company they should understand how order of operation work with furniture etc.So I was forced to move all 250+ boxes myself at 2 locations. If I did not I would of lost deposits, would need to rebook elevators, movers, repairs... the list goes on I have on several occasions (which has taken month to even receive any replies) emailed, called, etc. to come to a resolution. Basic contract law says that if you pay for 4 movers and 1 shows up who can NOT complete the job on his own it's a material breach. I paid for 4 movers, I got 1. This is not a hard situation to wrap your head around. Their business is moving and delivery. They were not able to complete delivery efficiently resulting in damages to myself After being passed around by multiple people all trying to pass the blame off to the others I am now dealing with ********************* at SIRVA. He sent me an offer for $200 in composition for a move they could not complete. This does not even come close to covering the long lasting effects of their breech. Plus they damaged 2 pieces of furniture

  

  Business response

  10/14/2022

  We apologize for the situation which has occurred for the customer.  Labor shortages continue to be a problem for businesses throughout the country.   The signed paperwork indicates that this delivered on a Sunday.  Customers are not required to accept delivery on Sundays; the customer could have advised the driver to return on Monday when more options would have been available to get additional labor to the delivery site.  The customer was not charges for the labor - moving charges are determined by the weight of the shipment, the miles travelled, and any additional charges such as packing or storage.  The number of crew members does not factor into the cost in any way.

  We are sorry to learn that there were damages.  The customer may go to www.navl.com, and scroll to the bottom to access the on-line claim form.  Al claims must be received within 9 months of the delivery date.

   

  Customer response

  10/17/2022

   I am rejecting this response because: they do not address the actual issue at hand and are trying to use technicalities as false justification. There was no labor shortage & as I explained the delivery could only happen that Sunday. They materially breached the contract & are trying to weasel their way out. I paid for 4 people I got barely 1 person. REJECTED. 
  
  
  

  

  Business response

  10/19/2022

  The Carrier did not breach their contract due to labor. Unfortunately, there is nothing further than can be addressed through this BBB website.

  We sincerely apologize.

  Customer response

  10/20/2022

   I am rejecting this response because:
  
  This business is not taking responsibility for their actions. Or I should say lack of action. You had 4 movers booked and 3 bailed that morning.  I have text messages proving this.  If there was a labor shortage why did you not cancel earlier?  Your a moving company. That means its a material breech when you dont move stuff. Its actually the most important part of your job!  Stop making ridiculous excuses and make things right. 

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Through United Allied moving services, I moved from ******* ** to ****** ** in February. AMS ********* services were the ones facilitating the move within ******. The driver backed into a power station in the parking lot which was seen after they had driven away by the building's maintence worker. I submitted a claim and after 2 months of delay, AMS emailed back:"The pictures provided don't prove that it was our driver that hit that power source. How do we know that it wasn't damaged before or after the delivery. You said it yourself that you didn't notice the damage.The U haul would have had damage on it and *******************************. would have been charged back for the damage and this is not the case"The power pole is small and of a soft wood, so the truck would not have been damaged. I have asked them what kind of proof WOULD be acceptable, but they have ceased responding to my emails. I do not think it is unreasonable to take my claim (and the claim of my ******************** worker, who found the damage) at face value as it would be a strange thing to lie about (I do not own a car, so this could not have been my damage).

  

  Business response

  08/10/2022

  Although we are very sorry the facility had some damage that the claimant reported we are unable to change the position of denial of the claim.

  There is no evidence that this incident occurred during the delivery of the household goods. The pole may have been previously damaged as the claimant even indicated they had not noticed it. 

  Again, we are sorry for the frustration but unable to confirm this damage was caused by the carrier as there was no documentation or notification of this during the delivery.

  We wish the claimant the best in their new location.

  Customer response

  08/16/2022

   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

  07/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ******************* *************** Services (an Allied *** Lines agent) for a professional pack and move from *******, ***** to ******, ********.On 5/24/2022, we were greeted by the crew chief telling us we were fat, then listened to him go on and on about how disrespectful other clients had been in thinking he would steal items from them or that him being black was the cause of disrespect. No such disrespect was put forward by us, thus no reason for him to call us fat.Numerous items were packed incorrectly, resulting in them being broken during packing/load/move/delivery (cannot be sure which step they were broken). Furniture was damaged being taken out of our home because the movers were completely unprofessional.There was no inventory control upon delivery and we were told by the crew chief of the delivery crew that our items had been spread out on the warehouse floor, something he has never seen in years of moving experience.We have no idea if every box packed and loaded at the origin arrived at the destination in ******. We have 11 pages of claims of damaged and missing items, including an 8 foot long wine bar that weighs hundreds of pounds. It remains missing.Total claim value exceeds $50,000 with a total insured moved of $75,000.To date, we have received nothing but stall tactics from Allied/Sirva. We have given ample time for them to review our claim, have the furniture restoration company review the damages, and evaluate their report. We are without a number of items and had to replace certain things already (e.g. broken television, broken computer monitor, etc.).Sirva/Allied refuses to respond and we are at the point of having to engage legal counsel. Please help.

  

  Business response

  07/25/2022

  We are very sorry to hear of the difficulties with the claimant's relocation.

  Regarding the comments from the crew, please know this will be internally addressed with the parties involved.

  It is very unfortunate that the claimant had a significant amount of damage to report from their move. Regulation states that all carriers must acknowledge a claim within 30 days of receipt. The claim was received in our office on 6/13 and that same day an acknowledgement email was sent to the claimant. The carrier then has an additional 120 days to either pay, deny, or make an offer of compromise on the claim. With the claim being received on 6/13 the carrier is well within their guidelines to resolve the claim.  The carrier will not drag out resolution of a claim but a thorough investigation must be completed with every claim. The carrier will never rush a claim settlement for this reason. The extent of the damage may also take additional time but each claim is different and must be thoroughly reviewed prior to settlement.

  The claimant indicates they wish to receive a refund of their charges. As a Federally regulated carrier, we are prohibited by statute from doing so.  The relevant statute is:
  
  Title 49 of the United States Code (specifically, 49 U.S.C. section 13702(a))provides that the carrier may not charge or receive a different compensation for the transportation or service than the rate specified in the tariff, whether by returning a part of that rate to a person, giving a person a privilege,allowing the use of a facility that affects the value of the transportation service, or another device. The United States Code also provides that [a]person that offers, grants, gives, solicits, accepts, or receives by any means transportation or service provided for property by a carrier at a rate different than the rate in effect [tariff rate] is liable to ***************** for a civil penalty of not more than $100,000 for each violation. 49 U.S.C. section 14903(a).
  
  Given those requirements, a refund or rebate off the transportation rates paid is not permissible. It should be noted that these Federal fines would not only be levied against the carrier; anyone soliciting and/or accepting such a refund (the customer) is subject to those same Federal fines.  While we regret the claimant is dissatisfied with their experience, the carrier is prohibited from issuing a refund of the transportation charges. Claims are handled separately.

  We do apologize for all the frustration and inconvenience this relocation has caused the claimant.

  Customer response

  07/26/2022

   I am rejecting this response because:
  
  This does nothing in dealing with our complete and total lack of a professional move being executed which we paid $11,099.21 to receive. 
  

  They broke, damaged or stole over $50,000 in items and are barely responsive to our requests for updates. 
  

  This is not right. 
  

  We are unable to sleep in one of our beds. 
  

  We have thousands of dollars of damaged or missing items. 
  

  How are we supposed to reasonably live because of their carelessness?

  In NO way do we accept this flimsy response. It looks like a canned response they send to everyone who has the ***** to file a complaint because they probably receive them every day. 
  

  Absolutely unacceptable. 

   

   

  

  Business response

  07/28/2022

  The customer was provided with a claim settlement today which they rejected.  They told the adjuster to provide another offer.  The customer will need to specify the specific items on which they disagree.  In the settlement response, the carrier requested substantiation for the amounts that bthe customer is claiming.  The customer is responsible to provide documentation of their claimed amounts when requested.  Once the information is received, the claim will be reviewed.

  The previous response was not "canned", all correspondence is provided with a response which addresses their specific concerns.

  We are very sorry for the damage which has occurred.  If the customer would provide us with the requested information. we will review their claim settlement.  

  Customer response

  07/29/2022

   I am rejecting this response because:
  
  Refusing to accept a response from Sirva until a satisfactory settlement is achieved. 
  

  This is not how professional business is done. 
  

  In addition to the claims/settlement process, Sirva has thus far ignored all requests to provide an explanation as to how 95%+ of our household items were damaged, destroyed, lost or stolen. 
  

  Additionally, they have yet to address the civil rights complaint we filed with the ********** of ******* regarding the negative comments made to us being a gay couple. Further, after this individual was pulled aside and told his comments were wholly inappropriate, he spent the rest of the morning complaining to us how he had been discriminated against during previous moves because he was black. 
  

  The damages, loss and stealing of our property was intentional. You cannot damage this level of items without intent. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have already paid to have my vehicle moved from *********, ** to *********, **. I have been out here in ** for over a month without a vehicle to drive.

  

  Business response

  07/11/2022

  Our apologies, however the relocation of this vehicle was cancelled with Allied *** Lines and the claimant has not paid Allied *** Lines any money.

  The Claimant will have to file a complaint with the proper company that actually has picked up his vehicle as it is not with this company.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have hired a moving company in December 2021 to move our ranch from ******** to *******. Many of our items were damaged during the move. We have purchased full value replacement coverage through the moving company. Sirva, insurance company has had our claim since December of 2021 and our claim is still not resolved. We have dealt with many Sirva employees and we get passed around from one person to the next. Many times taking weeks to respond to us. (I do say the communication has improved some from the beginning of this process, but unfortunately with no results to show). We have agreed on the payoff amount with the insurance company, this took six months. The moving company is now supposed to come back to our house, deliver us the check and pick-up the damaged items. Yet again, it is a month since we have agreed on the payoff amount and the movers are still not here, no payoff check either. The insurance didn't provide correct information to the moving company and wanted to send movers to pick up the damaged heavy equipment (***** lbs) with a dolly, no forklift, no sufficient amount of movers. At this point we would like to receive our check, no waiting on the movers to deliver the check to us. This has caused us many problems as we use our tools and equipment to run our business. We need to order new equipment to successfully run our company. The last person we have dealt with was *************************** Review Adjuster ************, **************************** <******************************************************>

  

  Business response

  07/06/2022

  We are very sorry for the difficulties that the customer has experienced.  I am not finding a registration number in our system. If the customer could please provide their registration and claim number we will research this for her.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted with North American *** Lines for pickup November 2, 2021 and delivery November 9, 2021 on our move from West *******, ** to ******************, **. Due to driver's personal emergency, delivery was delayed. We went to ** on Nov 9th to be ready for delivery on the 10th or 11th at the suggestion of our Move Coordinator, *************************. She assured us that the hotel expenses we would incur would be covered. ******* provided me with contact info for *************************, Operations manager and our driver's dispatch, on Nov 10th. I called her and she assured us that our hotels and food would be reimbursed. It took until November 13, 2021 for our delivery to be made, using a different driver. Since the delivery was late, we filed for 3 nights of hotels ($476.54) and food ($67.93) for a total of $544.47, besides the $100 per day for late delivery as specified in the contract. We filed our claim in January, got an email in February from ************************* who handles late delivery claims. She told us we'd receive $400 for the late delivery, $100 per day as specified in the contract for late delivery.) When asked about the hotels and food, she said those were not covered expenses, contrary to what our Move Coordinator ************************* and ************************* had said. I contacted *********************, Amanda's supervisor, and he also denied the claim even after showing him excerpts from ********* texts. Eventually, he asked if I had any email proof of my conversation with *************************. Since it was a phone conversation with her, I did not. However, I had text messages with ************************* confirming that the hotels would be reimbursed. After telling ********************* that, he stopped responding to my emails. As a resolution, we would like $476.54 for the hotels besides the $400 late delivery penalty that we have already received. We will forgive the $67.93 food expense (which would have been much higher but for my wife being sick when we got to **).

  

  Business response

  03/07/2022

  We are truly sorry for the delay in delivery of the claimant's household goods.  It is never the intention of the carrier to inconvenience our customer. Unfortunately there has been a higher volume of delays with the driver/labor shortages. The carries does have a delay policy per the contract agreement and that is the maximum amount allowed for compensation. That amount is intended to offset some of the expenses caused by the delay. The carrier does not reimburse expenses plus the daily allowance.

  The customer service manager is reviewing the case and will respond to the claimant.

  Again, we are very sorry for the frustration and inconvenience caused by the delay in delivery.

  Customer response

  03/07/2022

  We do not accept the explanation of SIRVA. The $100 per day late delivery penalty was never mentioned as being the compensation for our hotel expenses by either the text messages from ************* or the phone conversation with ************* which she conveniently has forgotten occurred.
  ***************** text messages clearly mention hotel expenses with nothing about the $100 late delivery fee being for that purpose. ************* also never said the hotels would be covered by the late delivery fee, only that the hotel expenses (and food) would be reimbursed. Her faulty memory is also evidenced by the text message in which ************* says that she remembered ************** saying that the hotels would be reimbursed.
  Also,notice that the contract does not specify that the late delivery penalty is to he used for hotels,food,or any other purpose.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2021, I contracted with ******* ********* and Allied *** Lines for a cross country move to **************, ** with arrival on October 9, 2021. I signed a contract for $250,000 in protection for damages through Allied *** Lines covered by ***** Worldwide ******************** Since the delivery containing a number of damaged items including high-end artwork and furnishings, I have attempted and provided quotes for reimbursement. Thus far, I have received what I consider to be partial reimbursement in the amount of $4,187.84 (minus my $500 deductible) received on 12/13/2021. I am unable to cash that check due to my appeal for an additional reimbursement of $1,366.89 ($1,000 toward the replacement of a damaged walnut shelving unit quoted at over $2,000 for replacement and $366.89 for a crate that I paid for which held a glass display case totally destroyed due to faulty packing by movers. This company has numerous photos of all items in question with details about their value.My problem is with the fact that I was made to wait an additional 60 days for reconsideration of the balance I requested--and now, after 60 days, they are refusing to complete this appeal until the month of June or whenever they get around to it. I paid for $250,000 in insurance with the understanding that the high end furnishings and artwork would be covered and I would be reimbursed in a reasonable period. There was additional damage to items valued at over $25,000 that are irreplaceable due to being commissioned by artists overseas. I cannot continue to fight for what should be a very reasonable request under the circumstances. I simply want the balance of $1366.89 and the ability to immediately cash the current check dated 12/13/2021 which is being held up by ***** due to my appeal. There is no excuse to drag this out for 6 months. I need an immediate resolution. Please help me get the balance I've requested and an immediate release of the check for $4187.84.

  

  Business response

  02/22/2022

  We are very sorry for the damages which occurred to the customer's items. The customer was not told that it would take until June to complete her review.  She was advised that the initial check that was issued to her could be cashed for up until 180 days after the issue date, which would be in June.  She was also told that the claim review can take up to 60 days.  Claims are reviewed in the order received, and the review adjuster coordinates reviews for two carriers.  The review should be completed by April, if not sooner, after which the check that was initially issued can still be cashed or deposited until June.  We cannot override the legal disclaimer on the back of the check.  If the customer were to choose to go to arbitration or to initiate legal action after the review is completed, they are at risk of adversely affecting any legal outcomes if they were to accept the check by depositing or cashing it.  

  Customer response

  02/22/2022

   I am rejecting this response because:

  As the respondent indicates, they alluded to the fact that they could up until June to make a decision.  I have waited beyond 60 days for the promised solution and now with a bait and switch, the time is extended so that they do not have to follow through on their obligations in spite of the insurance I paid substantially for.  I have gone beyond my willingness to accept less than what the damages are worth to complete the resolution of this complaint.  They have everything they need to make an immediate decision and have just chosen not to do so to exert their power over the outcome.  This is a company completely unconcerned with customer service and which is evidenced by over 88 complaints noted by the Better Business Bureau.  Had I known of their past performance, I would not have allowed Allied to serve as the long-distance carrier.  The fact that they are choosing to insist they extend their decision into and through April speaks volumes about the poor customer service and lack of interest in doing the right thing.  I again ask for an immediate resolution.  I hope that ******* ***** moving company chooses to drop them as their long-distance provider.   
  
  

  
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When this company (Allied *** Lines) moved us from ******** to Montana they damaged & destroyed many of our items. I sent claims forms to them in *********** finally contacted a furniture repair person to come look at the damage. He made his report & in the meantime I sent MORE claim reports as we had discovered more things as we unpacked. They sent me an email & told me I "WAS NOT ALLOWED TO SEND ANY MORE CLAIMS AS IT WAS TOO CONFUSING" & THEY WANTED TO TAKE CARE OF THE ***** IN THE FIRST 6 PAGES. I was also told that I could NOT get rid of any of the damaged items until they said I could which they never have so far. The time frame is 9 months & so in December I sent numerous emails asking when I was allowed to send the rest of the claim forms to ******** also called & have gotten absolutely no response. The furniture repair man finally came back out (4th trip) on January 10th & 11th to finish repairing the items that he was able to, so once again I emailed the claims ***** & asked when I could send the new claim forms & again "NO RESPONSE" so I faxed them on to them as I don't want to go past the time frame, we were allowed to make claims. There are MANY missing items & damaged items yet. This has been a very STRESSFUL *************** are elderly & just want compensation for all the damaged ************* that never got to us.

  

  Business response

  02/02/2022

  We are very sorry that the claimant had the amount of damaged items from their relocation. In reviewing the notes the adjuster is actively working to resolve this claim as quickly as possible. The adjuster had received 4 different claims from the claimant and therefore asked to resolve those issues prior to adding numerous other items to the claim. This would in turn allow the adjuster to get some type of settlement to the customer so they can proceed to replace some of their items and then can begin on a new claim. 

  Again, we are very sorry for all the frustration and inconvenience this has caused the claimant and the adjuster is working to conclude their claim as quickly as possible.

   

  Customer response

  02/02/2022

   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.  However, I do NOT feel I should have to wait for several more weeks for this to be resolved as this has been going on since July 10th 2021 & the damage & destruction was more than anyone should have to endure when you pay almost $20,000 for the move, & I have tried to just get answers from them & they haven't had the courtesy to even respond to me until this.

  Customer response

  05/16/2022

   I am rejecting this response because: I filed a complaint against this company back in February with Case Number ******** and at that time I submitted 2 more FULL pages of CLAIMS which amounted to $9,058 that included many MISSING items as well as DAMAGED items. One of the MISSING items is valued at over $3,000 but CANNOT be replaced so is worth much more than that. I did look up many of the missing items that would compare to the ones we had & that is the dollar amount that I claimed so I could purchase those items to replace what is missing. We received a check from the company for $878.00 with absolutely NO EXPLANATION or CORRESPONDENCE and that isn't acceptable as it doesn't begin to cover our losses. They will not respond to my emails & we have dealt with this company since JULY 2021 & feel like they need to compensate us for everything they have lost or damaged. At one point they told me I WAS NOT ALLOWED TO SUBMIT ANY MORE CLAIMS as it was too confusing, so I waited for several months to send in more so feel like I was fair and think now they need to be fair. I cannot replace any of the missing items for the same cost as I could 5 or 10 years ago, but I need to replace them at whatever they cost TODAY so need to be compensated for the "REPLACEMENT" cost for the items that CAN be replaced but for the items that CANNOT be replaced I feel the amount that I claimed is fair & would accept that amount. I am asking the BBB to please help us get this settled to our satisfaction.
  
  
  

  

  Business response

  05/16/2022

  We are very sorry for all the frustration this claimant has experienced with their claim. Unfortunately, the BBB is unable to resolve the claim and the claimant will need to continue working with the claims adjuster. We have reached out to the adjuster to submit a letter of explanation to the claimant regarding the settlement that was issued. Again, the claimant will need to work with the claims department to resolve their claim.

  Thank you

  Customer response

  05/22/2022

   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.

  I still have not had any correspondence from SIRVA Worldwide Relocation & ************** to date which is May 22, 2022.  I would like FULL COMPENSATION for ALL my missing items & would like ALL my damaged items REPAIRED & RESTORED to the original state.  This has been going on since July 2021 & that isn't very professional especially after being told I COULD NOT SEND ANY MORE COMPLAINTS IN SEPTEMBER AS IT WAS TOO CONFUSING FOR THEM.  I have 2 full pages of claims that I finally sent in January as they wouldn't respond to my phone calls or emails & those claims were for MISSING items as well as more DAMAGED items.  ALL of our furniture was held in a truck from June 25th until July 10th & 11th & I called SEVERAL times to ask them to get our items to us & have no idea why they HELD our items for so long.  I would NEVER< NEVER recommend this company to ANYONE.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date June 24, 2021 Money Paid $12,000 ******************************* Services Dispute Broken ************************************* Allied *** Lines moved my wife and I back in 2021. We purchased the insurance to cover our contents, and has been absolute headache ever since the move started.Issue 1 - The moving company got their dates mixed up, and showed up to my house a day later than agreed upon. Because of that, I couldn't take more time off work, which means they couldn't unpack my house, which I paid for.Because I now had to unpack my entire house, it took me a while to get to the movie room furniture. I noticed that my 85" tv was poorly packed, and ultimately broken. Now SIRVA is hiding behind the fact that I didn't notice the damage in time, and won't cover the cost of a TV. Interesting, since it took them over 12 weeks to acknowledge my claim, only after I repeatedly asked for an update, did they ever get in touch with me, but I guess the dates that they get to follow are more important than mine.Issue 2 - The moving company literally ripped my desk apart, and since its basically particle board, it really cant be fixed. They had a repair man come in to fix the desk, but attached some angle brackets, to hold it together, and they expect me to take that as fixed.The desk goes in my wifes office, who works in BC, and when she inspected the work when she was home for Christmas, noticed that it wasnt fixed properly. SIRVA only made a fuss because it took me so long to respond, but I didnt know anything until Christmas, even though it was fixed in November. Now they wont cover the cost of the desk, and they did a crappy job fixing it.The level of customer service I have received from this manager is absolutely brutal, but because she thinks she has the upper hand, she seems like she could give a c*** about my claims.Totally brutal, and I would never use, or recommend this company in the future.

  

  Business response

  01/14/2022

  We are sorry for the difficulties that the customer is experiencing.  If he would provide us with his registration number and the states that he moved from and to, we will research this for him.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Allied Van's to move us internationally to the ******************. Evidently Allied then uses Sirva. The service was to be door to door moving. The total cost to us which has been paid was all inclusive $20,141.27 usd On 12/3 ********* emailed me. She said they had been unable to complete the dispatch process due to several errors on my file (file was filled out by Sirva) Sirva had wrongly filled out my paperwork and it was rejected by customs. ********* and ******* from Sirva had been handling my move. When the mistakes were discovered they involved *****. ***** also admitted they had made the initial mistakes. She said she would cover the taxes, but only $700 in overage fees because she had only been given the information 7 days prior. Just because she was just informed because we had to trace the error does not make then any less liable. There are over $8,000 in overage fees! She is now no longer returning my messages. Due to their mistake my husband cannot have his tools. Loss of wages. Our 3 children don't have their precious things, our special needs son is suffering emotionally from this.

  

  Business response

  01/10/2022

  We are sorry for all the frustration and inconvenience.

  We will have someone from the ********************** reach out to the customer.

  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. ↩