Complaints

This profile includes complaints for Allegiance Van Lines, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allegiance Van Lines, LLC

  101 N Riverside Dr STE 204 Pompano Beach, FL 33062-5011

• 

  Allegiance Van Lines, LLC

  1940 NW 18th St Pompano Beach, FL 33069-1677

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/16/2025 we spoke with ***** R with Allegiance Van Lines. He gave us a quote for a move from ******* to ***********. The total quote was $7,800.00 and if we wanted to keep that quote, we should pay a deposit of $2,800.00 that day, we told ***** we were not going to *********** until the next week to even see if we wanted to make the move, he said no problem you can cancel anytime. We are elderly adults and not sure if it moving would be a good fit for us. ***** assured us that if we paid the deposit that day, it was fully refundable anytime and all we had to do is call and they would refund our deposit in full the same day. (we are on a strict budget). We asked ***** several times and even said now this isn't a scam he again assured us it was not. So being older we trusted him and gave him our cc info. When we called to say we had decided not to move after we visited *********** ***** would not return our phone call or calls but the email support team says we signed, and it was written on there (now it is small letters) that you only have 48 hours to cancel. ***** deceived us in order to get the sale. We are needing the deposit back because it took most of our spare money for emergencies away. Please let me know what else you need and Please HELP; we have no idea what to do to get our money back.

  Business Response

  Date: 06/27/2025

  They are unfortunately well out side of their cancellation window nearly 10 days. They are welcome to use their funds towards any future move with us. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23529023
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 07/01/2025

  As I stated in my complaint ***** the salesman stated on a recorded line that it was refundable anytime. I know I did not read the fine print or my wife did not read it when she electronically signed my name. He should not be able to state that it was when he knew it wasnt. That is misleading information and wrong. I am elderly and believed him. It was our savings and I cant afford to loose that money to a scam deal. How can we recover our money I need help. Can you get a copy of the recorded call. It will show you he lied to us. 

  Business Response

  Date: 07/09/2025

  Fine print? It is clear as day in bold lettering ON TOP of the page before you submit your click of the box to acknowledge anything. And all calls are recorded, absolutely. You can see per the attached:                                                                                                               Electronic Signature:
  CANCELLATION POLICY: Customer acknowledges the cost of the move is an estimate only (minimum 2800lbs/400cf) I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for moving services. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is refundable up to 48 hours from the booking date/time which is the date/time the contract is electronically signed, unless the pickup date is within twenty one business days of booking, in which case the deposit is nonrefundable. I understand that if I cancel my move, I am entitled to receive a credit of my deposit for future interstate moving services to be used by the account holder. I understand that if I refuse pickup by the carrier I am forfeiting all payments made.
  
  Document Emailed On: Monday, 06/16/2025 08:45:07 PM (ET)
  Document Signature Name: ***** *****
  Document Signature Email: ****************************
  Document Signature Date: Monday, 06/16/2025 08:48:59 PM (ET)
  Document Signature IP Address: ************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23529023
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The decision to use the company Allegiance Van Lines for my long distance move from **************, ** to *******, ** by all means was a terrible mistake. Due to the impact and nature of the surgery, my mental state was not up to the job, however the ***resentative of your company convinced me to use their services despite not relaying to me necessary andpertinentinformation. I was unaware of all the legal details and the different sizes that there were to even put my things in. Yet the *** new what my health and financial position was.Anyway I had to cancel, by time I realized that it was too small of a space for my things. What I did not know is that I would not get my deposit back. A blatant omission of pertinent information. I am disable and on SSI, that means I only get $957/month to live on. That $900.00 deposit devastated me financially knowing I won't get it back.

  Business Response

  Date: 06/27/2025

  This is the first we are hearing of this from this consumer. Please contact the office directly to see what resolution we can find for you.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23527452
  
  I am rejecting this response because: The business became impossible to get in touch with and if they were so concern they would have left an appropriate way to contact them directly. No matter how many times I call there were no one answered the phone, it automatically puts me on repeating message hold.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/08/2025

  Is this quite the misleading lie from ******* per the attached. She has not called us since May 16th, two weeks before her actual move. So clearly this is not an accurate depiction of events from her. We don't entertain lies. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23527452
  
  I am rejecting this response because:

  Once again as noted by other responses from Allegiance Van Lines is to attack instead of working with the consumer. The situation is that your sales personnel took advantage of a disabled individual by not stating up front like other carriers about its deposit policy then when asked then they tell you its in the policy. Your company took advantage of an with nothing much leaving me in financial ruins who they nlknew was on SSI at $967/month. I should have seen it coming when the sales personnel rushed me to make a deposit because tariffs will kick in and then it would be more expensive. Its on the receipt. This back in January for an end of May move.

  And once again it shows the company's contempt for proper and professional customer service. Attacking the consumers and saying everything is a lie is unprofessional and reflects lack of moral grounds.

  Once again, if you were legitimately concern, your company would provide a number or email to make contact directly than through sales that does not answer my calls and is always on hold.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: June 17, 2025.Paid deposit of $************* committed to refunding deposit within 48 hours of booking if cancelled. As stated by them "We're so confident in our services and long-standing history of helping thousands of families move nationwide, that we GUARANTEE a RISK FREE 100% REFUNDABLE Deposit on your move within 48 hours of booking. Allow us to provide you peace of mind!" Booking was made on June 17 about 12:30pm MST, and written cancellation was issued on June 17 about 10:00pm. Well outside 21-day non-refundable date of service for booking of July 28, 2025. **************** canceled booking, but never refunded me my deposit. After several repeated requests, their response was always they will touch base with accounting and get back to me with an update, but nothing happens. I just want them to honor their contact and refund my deposit.

  Customer Answer

  Date: 06/26/2025

  Adding invoice of deposit payment and written cancellation request.

  Business Response

  Date: 06/30/2025

  This consumer was already refunded. Not sure why they filed a complaint. 

  Customer Answer

  Date: 07/01/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted AVL Allegiance Van Lines, on June 13 I gave them a deposit on my charge card for 1243 I was told today they were gonna refund me the ******************************************************** to pay them 70% was due when they come to my house which was 2520 I sent 2300 wire transfer And 220 bank deposit to them 30%, which is 1080 was due when they come to new address today 6/20 I received a text message from the subcontractor today with his information and to pay him not Allegiance I dont know this person. The first time I spoke to him was yesterday. I have no contract with him only Allegiance.They did not tell me this was gonna be subbed out They have all of my belongings and will not deliver it until I pay an extra $600 for stairs to go up to my apartment whichI did tell them, long-haul which they knew were they wouldnt be able to give me a price I signed the contract with the Legion and when I went in my email to send it to you its not there any longer The quoted price was 4840 which I will pay, but I am not paying it Twice to two different companies And I need a guarantee that my stuff will be delivered if I pay the remaining balancewire transfer or a deposit but I also have the mover asking me for the money. I have no contract with him only Allegiance, but he has all stuff and will not deliver it unless I pay him. He wants which is 1243 and the 1080 which that is what I owe he also wants $600 that I know nothing about New address for the delivery is Vineland, **********, which I told *** I took pictures of the text of both companies wanting the money with Complaint

  Customer Answer

  Date: 06/21/2025

  Complaint was resolved they took off the $600 and I had it in writing not to pay Allegiance, the money should go to who did the delivery
  

  There should be a law that states if you hire a moving company you expect that moving company to do the move if they are not, it should be explained and written in the contract. Not after the fact, but before The contract is signed. 
  Very deceitful to do this

  we are having brokers do this all the time and people are getting held hostage because the moving company has their belongings and they want the money but thats not who you hired. The broker was already paid and then you have the ************** say they didnt get paid this shouldnt happen.   And the first words out of their mouth is theyre not gonna deliver your merchandise. They know any amount that they say you owe above and beyond youre gonna pay it because they have everything you own & They threaten you not to deliver your goods.

  I wouldve never hired them if I had known they were werent doing the move. 
  Thank you
   

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Allegiance Van Lines from my move from a house in *********, **, to ****, **. Price was was more on the contract than originally quoted. Estimate by *** Carianas as $6600. My rep ******* told me new estimate was $7867. 4/5/25, I paid 2300 deposit on my credit card, but email confirmation read that it had been paid via Pay Pal, I do not have a Pay Pal account. 5/6/25 wired what I believed to be the balance of $5810. Received the contract via email, total listed as 10, 600. Called ******* to inquire about increase and was told that once goods were loaded we would "immediately know" the exact price. If it was more I would need to pay more at delivery, and if it was less, I would be refunded. I signed the contract and the pick up date was scheduled for 5/8/25. 5/7/25 I was called by a man identifying himself only as *****, and he stated I am the truck driver that will be picking you your household goods on Thursday at 9:00am [may 8]. He said our initial down-payment would be refunded $2300 onto our **** account. And that he would require $2300 payment before loading the truck. (Also - they did not have my credit card number, so how could they refund me anyway?)I called Allegiance and spoke to *******, and relayed that ***** was demanding money. Told ******* I was contracted with Allegiance, and would not be paying *****. Anthonys response was this is how it is done with a subcontractor. I had no prior knowledge that this job would be subcontracted. He connected me with Accounting and they would explain. No one answered. At this point I went to the internet and did some investigating and found evidence that this company routinely extorted money from its customers. Based upon this we determined that Allegiance was in breach of contract. When ***** showed up the next day we refused to pay him. He threatened to call the police. In the end he left and we moved ourselves. We have spoken to Allegiance about a refund, but have not heard back from them.

  Business Response

  Date: 06/23/2025

  Mr. ******** refused service on site, which according to his documents will result ina  forfeiture of any fees paid. The reason for this is very clear as there is a crew, truck and materials on site at that time and the money and time spent is great. Furthermore, Mr. ******** has disputed this money with the bank and therefore is the one going against the contract he signed, so this should be a closed and settled case on the BBB as there is no outstanding issue and he has fraudently filed to get his money back. 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23420110
  
  I am rejecting this response because:
  We were not informed that this job would be contracted out.  No proof of insurance or bonding was supplied by the No name truck that showed up to our home.  Also the driver, named *****, was demanding $2300.00 before loading the truck?  We had already paid what we believed to be in full and we were lead to believe we would actually receive a refund if we had over paid.  It is our expectation to receive a full refund of $8110.00.

  sincerly 
  
  ***** ********

  Business Response

  Date: 06/24/2025

  The customer was well aware of all of our terms and conditions as outlined in the paperwork in which they signed. It was our crew and truck. Audit trail provided with their signature and personal IP Address for verification that they signed the documents acknowledging these baseless claims. Matter is closed on our end.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23420110
  
  I am rejecting this response because: Allegiance Van Lines is not operating in good faith practice.  We were told by ******* one thing and pressured by the truck driver, *****, that he would require more money in the amount of $2300.00 before he would load the truck.  This was extortion.  ***** also threatened to call police.  It is our wish that Allegiance Van Lines would make an effort to resolve this issue.  They may call me at ************.

   

   

   

   

   

   

   

   

   

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moving company picked up furniture on Monday 4/28/25. We keep calling to find out when it will be delivered. We are consistently told the beginning of the week, then the end of the week. No one has delivered our furniture and no one from the company contacts us. At this time it has been 36 days and we have no idea where our furniture is or when/if it will arrive.

  Business Response

  Date: 06/03/2025

  While I understand the frustration that ****** is experiencing, we have been in constant contact with Ms. ****** and her ******* with updates, as most recent as one hour before receiving this email. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23412733
  
  I am rejecting this response because: I am given no time line for the delivery of our stuff. Originally it was to be the week after it was picked up, then each week pushed back. The final answer was we will let you know. I would just like to have an answer as to when we can expect this to arrive. It has been over a month and we have to call you. If I was told it would be over a month to arrive and no idea of when it will arrive, I would have chosen a different company. This is unprofessional and frustrating. I would like to have a definitive answer as to when we can expect this to arrive.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/23/2025

  Ms. ****** and her son have been in constant contact with our company and every member of our team. As addressed, it had not been 36 business days since the first available delivery date on the contract and she was serviced according to her contract. I believe ****** would agree that this information is accurate and this is a resolved case, although her son has harrassed members of our team since day 2 of pick up 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23412733
  
  I am rejecting this response because: It took 40 days for them to deliver our things. We were the ones who had to contact about delivery. We did receive a text on June 4th from our ******* saying delivery would be tomorrow, June 5th, they did not show and did not communicate. Then texted June 7th and said they would be there that day. They did not show and did not communicate. Then June 8th they texted and said they would be at the house in 10 minutes. My son was not home and had to race back to the house. They were finally there on June 8th. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/24/2025

  Ms. ****** and her son have been in constant contact with our company and every member of our team. As addressed, it had not been 36 business days since the first available delivery date on the contract and she was serviced according to her contract. I believe ****** would agree that this information is accurate and this is a resolved case, although her son has harassed members of our team since day 2 of pick up. This matter has been resolved. 
  

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had paid for this business to complete our move and wired them money paying the balance on a credit card before services were rendered, and no one showed up. No one answered us when we called on the day of our move after multiple attempts to reach them and were ignored; they were unresponsive and unreliable. We had to pay for another service to move us and need a full refund for services not rendered. They are continuing to ignore us after multiple attempts to resolve this matter.

  Business Response

  Date: 06/23/2025

  *** ******* is not telling an accurate story. Not only has his disputed payments, his wife signed the contract with explict dates (2 day window) and when we did not come in the morning on the first window, *** ******* called, harrassed our team and then disputed his payments. Our truck was en route for arrival within their window on day 2 to complete the move and *** *******, who was not the one who signed the contract, would not allow anyone to contact him or his wife and blocked our driver's and our office personnel's numbers. 

  Please understand that our team was willing, able and attempting to complete the contract. *** ****** is welcome to have ***** call us to discuss any issues including the fraudently filed claims online and with the bank. 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23394236
  
  I am rejecting this response because:

  The response is not accurate. Putting aside what was signed they didn't and couldn't complete the move as they stated. We expected them to provide sufficient time and notice of when they would move us on May 28th or of it was a day later. We were never ever notified when, what company would be showing up, what time and telephone # to contact the actual delivery company. Yes we called after no one would provide us any real information. It took several times to speak to someone and even then they were not accommodating. Closing on a home is stressful and they made no effect to make this process easy. When we did call they told us on the phone that they would come to on 5/28 between 3 to 5 pm. Since we were skeptical that they would show up (since if you read the social media comments they seem to not show up and also have other very bad comments. ***) we had no choice to create a backup plan to have another company come in the evening on 5/28. Therefore we had our things moved by someone else since they never called or showed up as per our telephone conversation on the evening of 5/27. Now would you believe that a delivery company from ******* called me at 10:30pm on 5/28 to tell me that they were contacted by Allegiance and that they were in **** and they would be sending a truck to pickup my stuff either on 5/29 or perhaps 5/30. I told him that we had no idea what was going on and he told us that he was recently notified of this move. I told him that we had someone move us and he told me that this miscommunication happens all the time from Allegiance and this is he encounters frequently.

  In summary we expected a dependable moving company and we received nothing close to this.

  They never performed the service and as such if they were an honest and respectable company they would return the entire amount that we paid them of $3,183.68 for services that were never provided. If that were to happen we would drop this entire situation. We just want our money back so we can move on.

  My current address is ******* ******* c/o The ************** ***********************************

  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 06/23/2025

  Please excuse some of the typos on the prior note since I did this on my phone.

  Please read some of the attached comments from other people on social media. After we couldn't get a straight answer from them we decided to search social media and we found these comments and a lot more which I haven't attached.

  Basically this was a bad situation to be in when you depend on someone to perform a service as excepted.

  We just want our money back since they never performed our move and again if they are a respectable business they would have offered to do this.

  Naturally if they want to talk they can contact me at ************ and we can discuss them returning the money of $3,183.68 to us at the address provided so we can all put this behind us. ******* ******* C/O The ************** *************************************

  Thanks and I would appreciate it is they can expediate this so we can all move on.

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

   

   

   

  Customer Answer

  Date: 06/23/2025

  Also I recently found out that Allegiance are brokers and they farm out the moving work to other trucking companies. Based on what I heard they are overwhelmed, understaffed and don't know how to deal with what is going on. Because of this they can't handle the work in a timely manner and therefore they provide everyone with inaccurate information when they call, contact them, etc. That is why they have all these horrible social media comments - makes sense.

  Additionally someone did call me from Allegiance weeks before my move date to discuss my move and to ask me if I can fit all my stuff in this truck. They sent me a photo of the truck attached that would be picking up our stuff and it was an Allegiance named truck. If I had known that they do not actually do these moves I never would have booked them. The sales person that we spoke to never informed us of this and if they put this in small print somewhere that is deceptive. They needed to disclosed this verbally upfront and they didn't.

  Please return my money so we can fix this situation and move on.

  Thanks

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

   

   

  Customer Answer

  Date: 06/23/2025

  Additionally the amount paid is made up of $1,400 paid via a credit card and the balance of $1,683.68 paid (total paid for no services provided - $3,183.68) via bank wire transfer and I have asked the bank to return these funds. Both of these actions/disputes are pending. As for the $1,400 on a credit card this is currently disputed and I just sent the credit card company more information to validate this dispute.

  At this time Allegiance can accept the credit card dispute of $1,400 and send me a check for the $1,683.68 paid via wire transfer to the address indicated on my other responses.

  By doing this it will finalize this once and for all, etc.

  Thanks again and I hope to resolve this ASAP.

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

  Business Response

  Date: 06/24/2025

  .*** ******* is not telling an accurate story. Not only has his disputed payments, his wife signed the contract with explict dates (2 day window) and when we did not come in the morning on the first window, *** ******* called, harrassed our team and then disputed his payments. Our truck was en route for arrival within their window on day 2 to complete the move and *** *******, who was not the one who signed the contract, would not allow anyone to contact him or his wife and blocked our driver's and our office personnel's numbers. 
  Please understand that our team was willing, able and attempting to complete the contract. *** ******* is welcome to have ***** call us to discuss any issues including the fraudulently filed claims online and with the bank. 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23394236
  
  I am rejecting this response because:

  I don't see a response and if the response is a copy and paste from their previous response it makes no sense. They can continue to say the same thing over and over however it doesn't change the facts.  Also our ordeal is very similar to what many other people have said on social media. This is a deceptive pattern that Allegiance follows and nevertheless can't be disputed  Put aside what they are saying, they never picked up our things and therefore never made the delivery from our home in ** to *******. We own businesses and when the end services have not been provided we always return the money to our clients/customers. We never ever play games like this and if we did it would be like stealing money and theft. The money that we paid doesn't belong to Allegiance so they should be sending the money paid back to us. It is that simple and if they continue to withhold these funds Allegiance needs to be held accountable and the other people need to know this before they ever use them.

  Again they need to return our money or else it is no doubt like stealing money without ever performing the end service - They never moved us... 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid my deposit to a mover, who was a broker but that wasn't disclosed. A few hours later on the same day, a family emergency came up that warranted me to have to put my move on hold indefinitely. I asked for a refund that very same day and was told I had signed paperwork and was not entitled to one. I reached out via text, email, and phone, and each time was refused, even though when I was booking the move, the agent I spoke with said I would be entitled to a refund if needed, he would guarantee it, but when I told the company this, they refused to listen to the recorded phone call.

  Business Response

  Date: 05/27/2025

  This move was booked during peak moving season with a pickup in less than 2 weeks. She was swindled by another mover with a lower price and thinks she can make up an emotional excuse to warrant a refund. We found this out due to the other companies *** calling us up and threatening us. Per the cancellation policy, there are no refunds. Both parties are to adhere to the policy in place and agreed to terms and conditions.  Electronic Signature:
  CANCELLATION POLICY: Customer acknowledges the cost of the move is an estimate only (minimum 2800lbs/400cf) I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for moving services. I understand that my deposit/fee ***resents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is refundable up to 48 hours from the booking date/time which is the date/time the contract is electronically signed, unless the pickup date is within twenty one business days of booking, in which case the deposit is nonrefundable. I understand that if I cancel my move, I am entitled to receive a credit of my deposit for future interstate moving services to be used by the account holder. I understand that if I refuse pickup by the carrier I am forfeiting all payments made.
  
  Document Emailed On: Wednesday, 05/21/2025 01:32:29 PM (ET)
  Document Signature Name: ****** ******
  Document Signature Email: ****************************
  Document Signature Date: Wednesday, 05/21/2025 01:52:41 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23364818
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/27/2025

  We standby what we stated in the previous response to the complaint. They had no response as to why they refused our response. I would close this matter as resolved. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23364818
  
  I am rejecting this response because: No services were rendered, so what am I paying for? I did not make up an "emotional excuse", I told them the truth. And really, what business is it of theirs what my reason is. They need to stop robbing from people. They're brokers, they're not even movers, and they provided me with no services whatsoever. The accusation that I was upset because I had been "swindled" by another company is utter nonsense. This is the only company who swindled me. 
  
  ****** ******

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5th, 2025 I booked an interstate move from ********* to ******* with Allegiance Van Lines (DOT #*******) that represented themselves as a carriernot a broker. The representative who I spoke with name was ***** *. During the booking process, I was quoted a price of $2,900 based on a precise inventory list that my husband and I carefully measured and submitted. At no point was I informed that this amount was only an estimate or that the final cost could vary.When the movers arrived on May 16th, 2025, it was not the company I originally booked with, but rather a different local agent ******************************** DOT #*******)despite being told that the company was not a broker. At pickup, I was told the cost would be $4,300, over $1,000 more than the original quote. I would not have agreed to use this Allegiance if I had known the final cost could change so dramatically.I later discovered concerning online reviews, including one in which a reviewer claims they were offered $5 to leave a positive review. This raises additional concerns about deceptive marketing and manipulation of public perception. I have attached a screenshot of this review as supporting documentation.When I raised these concerns with Allegiance on May 17th, their response did not acknowledge the issue with the inventory list or the unexpected cost increase. Instead, they deflected responsibility by stating the agent I initially spoke with no longer had access to my file. They were also adamant about me not being eligible for a refund, despite signing a contract that stated my amount due would not change unless I changed the amount of items to be moved. I am submitting this complaint because I believe I was misled during the booking process, subjected to bait-and-switch tactics, and overcharged despite providing accurate inventory details. This experience has caused significant financial and emotional stress, and I believe it warrants investigation.

  Business Response

  Date: 05/21/2025

  **** signed and agreed to our terms and conditions with the cancellation policy. And as listed per the *** we are a licensed carrier and reserve the right to utilize any local agent should extenuating circumstances arise. We arrived on site to the surprise with additional items which clearly states in red italicized lettering in both documents attached that we operate on estimates and should items or volume increase the price will reflect. There are no refunds on refusal of service as stated in the contract. Please don`t hesitate to reach out with any questions. Thank you kindly

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23348514
  
  I am rejecting this response because: 

  I must formally dispute several inaccuracies and mischaracterizations presented in your message.
  First and foremost, at no point were we informed that a third-party mover would be used. In fact, my husband and I had an extensive conversation with your customer service representative, ***** *., during which he explicitly stated that a third-party would not be used. He explained that our items would be loaded onto a military truck already scheduled to travel from a base in ********* to a base in *******. This detail was central to our decision to move forward with your company. I am confident that this conversation can be verified, as your own phone system states that "all calls are recorded."

  
  Second, we did not add any additional items beyond what was included in the original, precise inventory list provided during booking. My husband and I were meticulous in measuring and documenting our belongings to ensure accuracy. I have video evidence clearly showing the items present at the time of pickup matched the inventory list. This footage will be sent to your customer service email today. I am also prepared to share it with the Better Business Bureau (BBB), the ******************************************* (*****), and other relevant agencies.

  
  To clarify: we did not refuse service, we refused to pay more than $1,000 above the quoted price to move the same inventory we were originally quoted for. This is not a matter of misunderstanding terms and conditions; it is a matter of misrepresentation and deceptive practices. Had we been properly informed that the price could vary significantlyeven after submitting a full inventorywe would have never agreed to work with your company.
  If this issue is not resolved with a full refund of what we paid via wire transfer ($1329.12), we are fully prepared to pursue this matter in small claims court. We also believe this is not an isolated incident. We have already reported this incident to FMCSA and BBB and are prepared to share it with other consumer protection platforms to help protect others from falling victim to similar tactics.
  We expect a fair and timely resolution to this matter.
  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/10/2025

  Per the signed attachments it is clear as day they it is impossible to mislead anybody, multiple signed documents with the entirety of the framework of the move and its process, agreed to and signed, not once, but twice. What we have here is a lack of accountability from the consumer and its easy to deflect and gaslight with libel and slander on a public website. Do better.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23348514
  
  I am rejecting this response because:

  Again, per the attachment you provided, my estimate should not have changed unless I added additional items to be moved, which I did not.

  If you are confident that I was not misled by your representative ***** *. I would like you to provide a copy of the audio from my initial call with your company. This call will prove what I have been stating this whole time. This is not an issue of lack of accountability, but rather about your schemes to mislead consumers for profit.

  Also, please confirm that you received my email with the video that proves I never attempted to move more than what was listed on my initial inventory list. 

  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/23/2025

  Unfortunatley, even after multiple conversations and ******** does not accept the fact that there is a signed estimate and documents showing that Allegiance Van Lines is a carrier, has a carrier DOT number and also that there are times when another local truck may assist us in servicing. This was clearly outlined. What was also outlined is the fact that there is a forfeiture of funds if you refuse service. This is because our trucks and crew have been dispatched, materials bought and time and money spent on these moves. We tried to discuss this before refusal of service due to that nature, but there was a refusal of understanding as well. As we have had mutlitple conversations regarding, we may be able to assist in rescheduling their move and allowing them to utilize the deposit toward it, but we have been unable to come to a resolution on that matter

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23348514
  
  I am rejecting this response because:

  Again, I did not refuse service. I refused to pay $4300 for a service that I was quoted $2900 for. My move has already occurred therefore a credit for a future move would not be sufficient. I would like a refund for the $1329.12.

  Here are the next steps that I will be taking if the refund is refused once more. I will be certified mailing a demand letter to your Pompano, ** business address. If it is not responded to within the required ************************************************************************* both ** and ** as I believe these deceptive practices are fraud. After that, I will move forward with the small claims suit. I will be sure to reach out to other potential plaintiffs via your online reviews to see if any of the other dozens of victims would be interested in pursuing their cases further as well.

  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/24/2025

  Unfortunately, even after multiple conversations and ******** does not accept the fact that there is a signed estimate and documents showing that Allegiance Van Lines is a carrier, has a carrier DOT number and also that there are times when another local truck may assist us in servicing. This was clearly outlined. What was also outlined is the fact that there is a forfeiture of funds if you refuse service. This is because our trucks and crew have been dispatched, materials bought and time and money spent on these moves. We tried to discuss this before refusal of service due to that nature, but there was a refusal of understanding as well. As we have had multiple conversations regarding, we may be able to assist in rescheduling their move and allowing them to utilize the deposit toward it, but we have been unable to come to a resolution on that matter

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother was promised by a guy named **** *. that her $900 deposit could be refunded anytime, lied right to this poor woman's face taking advantage of their customers. I used their only phone number to see if we could get a refund (this call is recorded onto my phone) and he had the rudest attitude. then leaves me on hold in the middle of my sentence.

  Business Response

  Date: 05/27/2025

  Hello,

   

  We have no information on this allegation as this name, phone number nor email address are in our system. Also we have a cancellation policy in place. Deposits are non refundable and is clearly stated prior to any signatures. So maybe this person has the wrong company.