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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Dear Better Business Bureau:At this time last year I made possibly the worst decision of my life. Of all the moving companies in existence I chose ********************************************* North American/Allied *** Lines to move all of my possessions from ************* to **********, mainly because of price. Imagine my surprise and chagrin when that turned out to be such a mistake. They quoted me a price lower than the other carriers. The driver who directed the packing and loading was surly and deceptive. He began his job staying on the phone having a "conversation" with someone in the home office about the price not be up to the amount of our belongings. I called their office to make sure the quoted price would be the price we would pay and was assured it would be. Our wooden furniture has either scratches, scrapes, gouges, dents, missing parts or completes destruction. They disassembled a two century old cherry drop leaf table and treated the rest like old junk. Even a new piece of bedroom furniture has a ***** in the top. When the truck was unloaded at the storage facility in ********** my daughter, who met the truck, was handed a table in two pieces and several small parts. Meanwhile the driver complained at length about how much stuff we had which set the stage for the future with this company. We had given their office our banking information for payment which came out of our account before they unloaded the contents of the truck into the storage facility on Dec. 20, 2022.On December 22, 2022, $4,149.01 (unapproved by us) more was debited from our account. When we called their corporate office in *****, no one called us back and we received no reply from emails. Moving across the country is a serious endeavor. We feel victimized. It would take thousands of dollars to repair our furniture if it could be repaired.If you are thinking of hiring this company to move you, run in the other direction or you will be sorry you did.Customer response
12/25/2023
I have not heard from the business in response to my complaint.Initial Complaint
02/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Missing furniture, dishonest practices. Lost original inventory list. Possible theft of our belongings stored in their facilities.
Business response
05/11/2023
Hi Mariana ******************************** you for sending this in as we appreciate any and all feedback.
If a piece of furniture was accidentally misplaced or mixed in with another shipment, we greatly apologize for that and hope that you went through our formal claims process to get that reconciled. That being said, accusation of theft, from what sounds like a simple mistake, is a very heavy accusation to make and I'm not sure how that conclusion was drawn when it doesn't seem like there's any evidence to support this accusation. We pride ourselves on service and attention to detail; regrettably, if there was a mistake made, we stand by our work and that is why we have a formal claims process people can go through.
Thank you
Initial Complaint
09/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This mover was recommended by a company called seniors need movers which I got through my mother's assisted living facility. We moved from an apartment and a storage unit to our new house in Plymouth. We had a hard working crew to help do this. We had a quote to use 2 trucks-1 at the apartment, 1 at the storage unit to load all of the furnishings. When it came to the actual move, the company sent 1 truck. The apartment was loaded and the crew broke the glass on a painting, scratched the dining table and the night table and scraped our leather couch in multiple places trying to get it out of the apartment. This process took approx 5 hours. When we finally got to the storage unit, the crew had to reload the truck and reposition what was already in the truck so that all of the already packed up boxes would fit. We finally left the storage unit 3 hours later. The truck was unloaded the following day at our house. Thankfully, we had the same hard working crew again and had no mishaps on this end. We have been trying to contact the ***************** (some higher up) with whom we filed a damage report. It was relayed to us that they would replace the glass on the painting and send in someone from the leather repair business to fix the sofa. After several emails, damage pictures sent and a multitude of phone calls and texts there has been no response from either party. Not high on our list of good moving experiences.Business response
09/06/2022
Hi *****:
We have every intention to satisfy your claim. It is my understanding that there is money due on this account. We can not procedurally advance with this claim until the account is PAID IN FULL. I will have *********************** (************* ) contact you with a balance due if you need that. Our claims department is at the ready to assist you when these obligations are met.
Thank you for your understanding and patience in the matter.
JK
Customer response
09/06/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
It was discussed with *********************** and your company that the monies owed were a wash because of all of the aggravation, the contract for the 2 trucks not met , the time it took to rearrange the truck. It was stated that the only things that needed to be addressed were the broken glass for the art piece and the leather repair for the couch that was damaged and that your company would send someone out to do the repairs. I sent pictures as ****** completed paperwork for damages and sent it back to Mr. ***************** and cc'd ********************************* whom the move was contracted through. I would like this to be done.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May, 2021, the moving company picked up the contents of my storage facility in ********** ** and then delivered the items to my home in ******, **. Upon delivery, for which I was not present, the items were mishandled, being simply "dropped" in the floor and thr boxes were crushed. Half of my glass items were destroyed and several boxes/bins were missing from the delivery. I have the paperwork that shows the missing items and a witness to the mishandling of goods. I purchased extra insurance for the move. I filed a claim once I was able to travel down to ** and take inventory. I also photographed the broken items(most wrapped in bubble wrap and blankets to ensure a safe arrival. Thr items in bubble wrap were as flat as a pancake and glass was shattered. After filing my claim, I was told that they would not be reimbursing me for my claim as the $500 deductible would cover the only item they agreed to. They did not even read my contract as my deductible was $250. They then sent $250.Customer response
10/26/2021
I have not heard from the business in response to my complaint.Business response
05/11/2023
Hi ***,
I'm sorry to hear that your items did not arrive in satisfactory condition. Our business & movers were the ones who helped out with the ** end of your move, but a partner agent would have been the ones helping to unload things in **, which is where it sounds the main error occurred.
The business has since gone under new ownership so we cannot speak to a situation where this much time has elapsed since then but our quality of service is paramount on every move that our movers assist with.
Customer response
05/11/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This was over a tear and a half ago that I filed this. Your delay is unacceptable. I paid YOU for my moving service and paid for additional insurance as well. It was not honored. I am disappointed to say the least for the condition in which my items were delivered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
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