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:03/23/2024

  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 February 11th, after a long conversation with *************************** from Allegiance Van Lines, I placed a deposit for a moving van service for April 27th. I placed this deposit after confirming multiple times that I would be able to receive a complete refund for my deposit if I were to cancel at any point - not their base 48 hours, specifically that at any point. We spoke about not canceling like 3 days before the move of course, but if I find later that I'm not doing the move it would be okay. I was told yes this is possible, and ******* modified the base contract to provide a note saying "Deposit is fully refundable upon cancellation ." (See Email 01 attachment with note in middle). I did so because I wasn't certain I would be moving and would not have placed any money down if I wasn't assured I could get it back. At the beginning of this past week on March 18th I called to cancel and get my deposit back. I was then at first told by ******* it is not possible, before I pointed him to our adjusted and agreed upon contract. He agreed to it and sent me to customer service to handle. There I spoke with ****** who said okay and to follow up in an email to their support email. I did so and was then told by ********************* in the accounting department that no they would not be refunding me. I had a few back and forth emails with them, more calls to both ******* and customer service that have led nowhere (see Email 02 attachment for emails), and a rude text exchange from ******* (see "Text" attachments). I feel not only completely misled by them but this feels illegal to convince me to place the money for a deposit on the grounds that I could get it back to now claim that I cannot, and to refuse to pay it. Please let me know if I can provide any further information, and thank you very much for the help.******

  Business Response

  Date: 04/06/2024

  Good evening, I have attached the correspondence with ****** and as stated, our policy regarding this is that he will have a credit for 18 months to use toward any move. We are happy to assist with anything further, if clarification is needed. 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21475630
  
  I am rejecting this response because:
  

  It does not address the agreed upon, customized contract that was made with ******* when the deposit was placed. This was continuously ignored by the accounting department when I brought it to their attention, and the response of credit for 18 months is not at all equivalent to the refund assured to me prior to, and essential for my placement of any money with their bsuiness. As shown in my attachments originally, the contract was amended with a note stating that the deposite is fully refundable upon cancellation, different than the standard, time based contract. It is something that *******, the salesman I spoke with assured me of multiple times on the phone and specifically through sending the custom contract, confirms is what we agreed upon. I have received no service from the company and I still expect to receive my deposit fully refunded, and am not interested in any other offer.

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

  Business Response

  Date: 04/11/2024

  ****** has already disputed this payment, rejecting our response here is a moot point, as the bank has all funds in hand for their ongoing decision. As here, we have answered all questions and issues and included all proof of cancellation policy and refunds. 

• Initial Complaint

  Date:03/21/2024

  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.

  I hired Allegiance Van Lines to conduct a Cross Country move from my house in ** to ** for approximately $1800 dollars.Allegiance hired a third party carrier to pick up the items at my house in **. The carrier did not show on day 1 of the two day window. The night before day 2 the carrier asked me to pay $1,000 for an intermediate shuttle because their truck could not access my house due to weather conditions. The carrier also stated they would not send a truck to my house for the spare change cost of the move l. It was a clear, sunny day and large trucks routinely access my house, but I think the spare change comment depicts the real reason for requiring a shuttle.I informed Allegiance of the issue and I was told there was nothing they could do for me as the carrier had the right to charge me for a shuttle. I declined to pay the fee and my move did not happen.Two days after I declined the shuttle, I requested my deposit back in return for dropping the matter. I stated I would contact BBB if Allegiance would not refund my deposit. A rep from Allegiance Operations then made a thinly veiled threat to take civil action against me (see email). Following that email, Allegiance then stated they could have a truck pickup at my residence, the same residence that Allegiance stated multiple times over multiple day that was not accessible.I would be a fool to trust this company. I would like to get my money back but I am most concerned with holding this company accountable.

  Business Response

  Date: 04/07/2024

  This Client wanted our trucks to perform unsafe methods to collect his items during a snow storm in order to avoid any additional costs, which is understandable, but he was unwilling to allow us to service in the most safe and effective way. 

  We explained everything in detail and all options available but instead he decided to ghost us and this is the first we are hearing from him. 

  We are happy to assist with any further questions regarding his refusal of service. 

   

  Thank you 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21469741
  
  I am rejecting this response because:
  

  I did not ghost the company. I spent most of the day attempting to work with company to find a solution to pick up my items as is documented in the email I provided. 

  
  Sincerely,
  
  Ben

  Business Response

  Date: 04/22/2024

  ******************** was not the only person involved in this move. While he states he did not "ghost us" allow me to explain what was meant by this. During a winter storm that did not safely allow any trucks of a certain size to come into his area, we offered him a couple options. One was free, once was not. He opted for the free option, which was fine, but also then opted to meet in an area that we are not allowed to perform such services he was requested. When offered the option during the hours of the day that would make it a safe option, it was agreed to take place the next day. The next day, our trucks were able to assist and get up to his location where no one answered the door or calls to numerous phones. This was a two day process where service refusal took place and numerous hours were wasted. We attempted to assist and were not charging additional fees for the wait times, although the contract clearly outlines this. Thank you 

• Initial Complaint

  Date:03/21/2024

  Type:Delivery 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.

  Feb 29th 2024 and March 1th 2024

  Customer Answer

  Date: 03/25/2024

  i would like to talk to someone to explain my case. i have tried to call BBB several time but i did not get a answer. if you can please give me a call on ************ that would be grate. thank you!!

  Customer Answer

  Date: 04/03/2024

  I recently relocated from ************************************************ to my new residence at *********************************************************************. I hired Allegiance Van Lines as my moving company, and initially, they provided a quote of $1593.90. On the same day, I paid a deposit of $605.68 via credit card and sent $988.22 via wire transfer as instructed. I informed them about having items in both my house and a storage unit. On February 29th, when they arrived to pick up my belongings, after loading my house items, we proceeded to my storage unit. Upon arrival, I was informed of additional charges due to more items than initially expected. The loader refused to proceed without the extra payment and contacted their manager. I spoke to **** from Allegiance Van Lines, who then conferenced with another individual to resolve the payment issue. I was asked to pay an additional $2000, with half due in cash that day and the remaining half the next day upon unloading at my new residence. Due to limited cash availability and the time of day, I could only offer $300 in cash, with a commitment to pay the remaining $1700 the next day. They assured me of a refund of the $606.68 deposit and promised to provide an invoice. Despite multiple attempts, I have not received my invoice or deposit refund, and I'm seeking assistance with resolving this matter.
  
  In addition to the payment issue, I've also encountered damage to my furniture during the move. I reported the damages promptly the following day, but I have yet to receive any resolution or information regarding their insurance company. They have been unresponsive to my inquiries, further complicating the situation.
  
  your help will be greatly appreciated!!

  Business Response

  Date: 04/04/2024

  Unfortunatley, this is not a complaint. this is a request for the BBB to contact this client. - without any backgroundor information, how can this count against us ? Please assist in removing this, as we are not even sure what this is about but are happy to try and assist,with more background

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21468085
  
  I hope this message finds you well. Since my relocation to my new residence, I've been in touch with your office regularly regarding several unresolved matters. Despite numerous attempts and conversations with various staff members, primarily ****, I regret to say that I've encountered significant challenges in obtaining satisfactory responses.I've been diligently following up on my invoice, refund for the deposit, and the resolution for the damage to my furniture. However, despite my persistent efforts, I've been met with delays and a lack of clarity on these important matters.Given the circumstances, I felt compelled to escalate this issue and involve the Better Business Bureau. My intention in doing so is to seek a fair resolution to these outstanding issues.To reiterate, I am seeking the following:Refund of my depositIssuance of my invoiceResolution for the damage to my furnitureYour prompt attention to this matter and a clear plan of action to address these concerns would be greatly appreciated.Thank you for your understanding and cooperation.

  Should you require additional context, I urge you to consult with **** and review my profile/file, where you'll find numerous notes associated with my phone number. Furthermore, considering that your office records phone calls, I kindly request that you listen to all the calls I've made in my attempt to resolve this matter.Regrettably, despite my repeated efforts to address the issue directly with your team, I've encountered significant challenges in obtaining a satisfactory resolution. As a last resort, I felt compelled to seek assistance from the Better Business Bureau.I trust that with a thorough review of the communications and records related to this matter, you'll gain a clearer understanding of the challenges I've faced and the urgency of resolving them promptly.Thank you for your attention to this matter.Sincerely,

  Sincerely,

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

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

  Business Response

  Date: 04/10/2024

  ***** is requesting a refund, but I am confused why, when he clearly was delivered and serviced. As for the damages, he is looking for a claim process, which has been provided on numerous occasions. As outlined in the claims process , it can take some time but we are happy to assist in getting an upate where we can.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21468085
  
  I am rejecting this response because: 
  
  I apologize if I come across as frustrated, but I must express my astonishment at the situation unfolding. It seems evident that there hasn't been any research conducted on this matter despite my repeated requests. I specifically mentioned reaching out to **** and reviewing my profile under my name and phone number. It appears that hasn't been done. Allow me to provide some background from the beginning.
  
  I booked your company online for moving services, and I was initially provided with a quote of $1593.90. On the day of booking, I paid $605.68 via credit card, as instructed, and then wired $988.22 before your team arrived to pick up my belongings on February 29, 2024. I had informed the movers when I first booked about the two stops - my home and a storage unit. Unfortunately, they didn't arrive until almost 1:30 PM. By the time they finished loading everything at my home, it was nearly 4 PM, and then we proceeded to my storage unit. Upon arrival, the individual who came to pick up my belongings contacted his manager, and it appeared they were discussing the situation with your office. Unfortunately, the language barrier prevented effective communication, and I was left uncertain about the conversation. The other individual, who had some command of English, informed me that they would not load any more items until I paid them additional cash. Concerned about the situation, I promptly contacted your office and spoke to ****, around 4:30 PM. **** then initiated a conference call with another individual, *******, whose phone number is ************. Throughout our conversation, we discussed the additional payment required, ultimately agreeing that I needed to pay an extra $2000. ******* insisted on receiving half of the payment in cash immediately, with the remainder due the following day upon unloading. Due to the late hour and the imminent closure of banks, I explained my inability to provide the full amount in cash at that moment. Despite offering to pay by credit card or check, ******* insisted on cash. In light of the situation, I offered $300 in cash and committed to paying the remaining $1700 the next morning upon unloading. In response, **** assured me that a refund of $605.68 would be processed since I was paying $2000 in cash. I am aware that all phone calls to your office are recorded, and I strongly urge you to review the call made on February 29, 2024, around 4:30 PM, to gain a comprehensive understanding of the circumstances.
  
  I have contacted my storage unit, where we loaded the remaining items, and they are willing to provide a video showing me handing over $300 as requested. Additionally, I have photographic or video evidence of me giving the remaining $1700 the following morning, on March 1, 2024. I felt compelled to document this transaction because ******* was incessantly calling and texting me the next morning, urging me to pay his associate $1700 as soon as they arrived to unload my belongings. In an effort to alleviate his persistence and stop the barrage of communication, I took a photo or video to demonstrate that the payment had been made.
  
  While they were unloading my belongings, I noticed that some of my furniture was damaged. I immediately contacted your office and spoke with **** again. He assured me that once everything was unloaded, I could send pictures of the damage to *******, who would handle the matter. Additionally, I requested an invoice, and **** informed me that I needed to ask ******* for it. Therefore, I assumed that ******* would address both the invoice and the damaged furniture. Since the delivery, I have been reaching out to ******* via calls and texts every day, seeking a resolution for my damaged furniture and requesting the invoice. However, despite my efforts, I have yet to receive either.
  
  Since the delivery, I have been regularly contacting your office, typically 2-3 times a week, in pursuit of a $605.68 refund. However, I have been informed that I cannot receive the refund until I provide an invoice. The catch here is that *******, the person responsible for issuing the invoice, has been unresponsive to my attempts to reach out. Therefore, I find myself in a frustrating situation where I cannot obtain an invoice, and consequently, cannot receive the refund that is rightfully owed to me.
  
  I want to reiterate that my contract was with Allegiance Van Lines, not with ******* personally. Therefore, it is Allegiance Van Lines' responsibility to address and resolve this situation. As a fellow business owner, I understand the importance of time management and the frustration that arises when dealing with unexpected issues like this one. Despite my efforts, I have not received a satisfactory response from your office or from *******. In the past two weeks, I have ceased my attempts to contact your office and ******* directly as they have proven unproductive. At this point, I am considering exploring legal options, but I have been advised to seek resolution through the Better Business Bureau first before filing a Case. To expedite resolution, I urge you to review all the calls made to your office since February 29, 2024. I am willing to provide specific dates and times of these calls for your convenience. Additionally, I ask that you consult with **** and review my profile under my name, phone number, and email to gain a comprehensive understanding of the situation. Please let me know if you require any further information from my end to facilitate the resolution process.
  
  All I am seeking is straightforward: I require my invoice, a refund of $605.68, and a proper resolution for the damage to my furniture. These are the essential steps needed to resolve this matter satisfactorily.
  
  ***** Naik 
  ********************
  **************
  
  

• Initial Complaint

  Date:03/18/2024

  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 3/12/2024 we hired ***************************** to move us from **. To **. The original contract was for $2,250 which included all item being taken. They call me on 3/15/2024 and told me the price is now $5449.40 one day after my cancelation period. I did not agree to the new contract and tried to cancel, they told me I was too late to cancel and I would have to pay the new amount and that they would not refund my deposit of $787.Then tried to blame me for the new outrageous price that I estimated it wrong, I told them I'm not the estimator that they had the whole list of items going. I do not know where else to turn for resolution and I'm afraid that they may force me to pay the whole amount. I have all correspondence with them except for the phone conversations

  Business Response

  Date: 03/19/2024

  Please see below for the answer that was also given to the attorney general, as well as the included documents
  
  Thank you for the information regarding this complaint.
  This client , ****************** signed his documents, including his time stamped and IP stamped agreement of the cancellation window. I have included a copy for you. 
  As outlined, if the move is within 21 days or past 48 hours of payment, refund of deposit is not possible and credit is issued for future move. 
  With that being said, Mr. ******* did dispute the charges so the bank has already removed those funds from us, so there is nothing further we are able to refund, as by his own complaint. 
  To highlight the issues with his move, he cancelled outside the cancellation window because when he called to add things to his estimate for next month, we told him more space would cost more money and tried to fully disclose that information to him prior to his move, as required by law. 
  As for the remainder of the contract, he did sign for it, but the only thing non refundable is what is already paid and he disputed it anyway. 
  Also, ***** has been in daily contact and told all the same things as this answer, numerous times, including this afternoon. 
  I trust that will conclude any questions or issues and this will be closed, but please let me know if there is anything I can assist with?
  
  
  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21450089
  
  I am rejecting this response because:
  I am not the one who call to increase my list that they already had . They sent me a new contract 3 days after the original contract for $2250 and tried to blame me for their mistake in estimation. I did not agree with their new assessment and promptly processed to cancel the move due to higher price of ******* they are lying when they say we are in daily contact with me. The only time I called them was to personally cancel the move. And still want them to quit sending me the unsigned contract for $*******

  This is the most unethical business that will lie to protect their own mistakes and refuse to do the right thing.  Dishonesty and dark practices of scamming unsuspecting and uneducated customers just trying to get a good deal for their move only to find themselves pressured to pay double the original costs 
  

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

  Business Response

  Date: 04/07/2024

  Please see below for the answer that was also given to the attorney general, as well as the included documents
  
  Thank you for the information regarding this complaint.
  This client , ****************** signed his documents, including his time stamped and IP stamped agreement of the cancellation window. I have included a copy for you. 
  As outlined, if the move is within 21 days or past 48 hours of payment, refund of deposit is not possible and credit is issued for future move. 
  With that being said, Mr. ******* did dispute the charges so the bank has already removed those funds from us, so there is nothing further we are able to refund, as by his own complaint. 
  To highlight the issues with his move, he cancelled outside the cancellation window because when he called to add things to his estimate for next month, we told him more space would cost more money and tried to fully disclose that information to him prior to his move, as required by law. 
  As for the remainder of the contract, he did sign for it, but the only thing non refundable is what is already paid and he disputed it anyway. 
  Also, ***** has been in daily contact and told all the same things as this answer, numerous times, including this afternoon. 
  I trust that will conclude any questions or issues and this will be closed, but please let me know if there is anything I can assist with?

  You have continued to allow numerous complaints, so I wanted to point to the original complaint and response, which seems to not be marked properly or closed 

• Initial Complaint

  Date:01/25/2024

  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.

  My complaint is against Allegiance Van Lines, LLC (AVL) and their dishonest practices. From voicemail to the representative that I spoke to repeatedly, ****, I was told that this company is a "carrier" and "not a broker". Their website is also misleading! **** assured me that AVL would be the only company that I'd deal with from pick up to delivery. A few of his exact lines were "your things will be picked up by AVL employees wearing AVL uniforms in a truck that says Allegiance Van Lines, LLC". ALL LIES! Evening (after dark) of 1/3/2024 is the date that my items were picked up by 2 men in a white truck; a subcontractor. No offense against them but I could have stood outside at ****** or ********** to hire my own movers if that's what I was looking for. I dealt with **** who called or texted me repeatedly. He appeared caring, helpful, and informative. He knew the distrust that I had for moving companies d/t horror stories that I had heard. He took advantage of me being an older woman who loves ****** by telling me that he is a Messianic Jew and used that to further finesse me. Now I wonder if that was true because he was dishonest about everything else. The line of communication was wide open until I paid my deposit; **** went ghost immediately after that! No response to calls or texts. Moving day came and went. Messages left repeatedly to find out what the plan was. Finally on 1/3/2024, at night, 5 days after the supposed pick up date, my things were picked up by one subcontractor, then dropped off by another - each blaming the other for damaged items. Proceed with caution if you choose to use this broker for your move. At least now you are more informed than I was. Payment method changed, even with one subtractor wanting me to Cash App his personal account. I eventually had to leave behind many items that I'll go back and get via U-Haul, etc. because I was not going to pay any more than the estimate given. Honesty is all that I expected. Tall order for AVL!

  Business Response

  Date: 01/26/2024

  ********************** is asking for us to "modify an advertised claim" that makes no.sense. we are a carrier, not a broker, which has been advertised. As also outlined in her contract we can utilize other local agents who are licensed and insured, when necessary. In this case, that is what happened. ********************** should take note that our license is very clear, we are a carrier. Our contract also outlines that and the payment methods. She did threaten an attorney because it was our local partner instead of our truck and we did try to assist her as best as possible to explain that with the weather conditions, some of our trucks were unable to make it to scheduled stops and we had to ensure safety and still picking up scheduled moves, so we utilized local agents. If there are any other questions or issues, I am happy to address.

• Initial Complaint

  Date:01/23/2024

  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.

  Date of transaction is 08 Dec 2023 amount ****** I have been trying to get my payment back from Allegiance Van Lines. Now after a month of information I found out that it was the wrong AVL. It shouldn't have taken this long, now I am starting all over. I need my refund. I sent a payment to "AVL WPY*Allegiance V POS ************ ** ** ******." which was received by them on December 8th and posted to my account. I called the Customer support number on the 13th to let them know that the move was cancelled. And wanted the amount refunded. The move was removed from the board, so service was never rendered. I know I lost my ****** deposit because I made the appointment at the end of November which I was still in the process of the move. (which I think is unfair, things happen and ****** for a move that was schedule 1 month in advance is unacceptable to get some of the deposit back) but I understand I signed. I called, and text and spoke with many representatives (through 3 shifts from approx. noon to 21:00) each one stated said cause the payment was not authorized they didn't know what to do with it. I ask then why you didn't send it back to me at that time? No response. I called back and was told they sent my information to Management. (Date 13 December) I was then informed that I had to wait till the end of the billing cycle to receive my refund. I ask when that is... No response. I waited until the date my items were supposed to be pick up 16th of December, to see if my refund was given back. still no action. I called today ****************************************************************************** they have forwarded my request to ********************** I have not received a response nor my funds it has been 10 days, this is the same information I received from them on the 13th of December. Now it is January 23 I have been informed they don't see my money. Where is it? you didn't give it back?

  Business Response

  Date: 01/23/2024

  This was resolved. She was mailed a check weeks ago. This complaint needs to be removed and/or resolved. People shouldn't just be allowed to leave baseless complaints without the BBB interjecting and attempting to resolve the matter at hand. Because right, wrong or indifferent a "complaint" doesn't come off regardless if its illegal, misleading, lies, misinformation. If small business only had the protection the consumers did. Do better.

  Customer Answer

  Date: 01/24/2024

  Can you tell me when this check mailed, Because I have been trying to get this accomplished for 2 months now.  What address did you send it to?  I have not received it. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21188146
  
  I am rejecting this response because: Can you tell me when this check mailed, Because I have been trying to get this accomplished for 2 months now.  What address did you send it to?  I have not received it.
  
  
  Sincerely,
  
  **********************************************

  Customer Answer

  Date: 01/24/2024

   

  I have sent this email to: **********************************

  ATTN:  ********** and **** My refund Check

  I received a message through the BBB, that a check was mailed to me. I am requesting information when this check was mailed. What address did you send it to? I have been contacting your business for 2 months and have not received any correspondence to me to resolve this, I have been looking for my refund for 2 months now and no one is responding when I have requested information to this email.  This has not been resolved.  Please let me know where and when you issued the check.  How did you send a check when it was paid by Debit card?

  Please advise and send information.  I can tell you now I didn't receive my refund.

  Business Response

  Date: 02/20/2024

  This mattered has been resolved.

  Customer Answer

  Date: 02/20/2024

  This matter has not been resolved. I still have not received my ******, This is the message I received as of Feb 9 from someone:  We spoke with you not even two weeks ago. Bookkeeping is looking for your additional payment since you were never authorized to even make a payment they are having a difficult time finding it. But they will continue to look for it. Unfortunately, you complaints online have cost the company as well. So let me know what you would like to do about that. Don't want to have to go the legal route for disparagement and slander.

   

  this is my response to them: Don't really know who is responding to me, this has been going on since December 13th. You finally responded to me 2 weeks ago, because of my online complaint.   If the money was not authorized, then it should have been immediately rejected, denied.  Back in December or January now it is February.   It is not slander when it is the truth. The only disparagement and slander have been on your end with your responses to me.   You wrote and stated my refund was mailed back to me.  I ask you two simple questions 1. When did you send the check? and where did you sent it?   

  I have sent the receipts of where it was accepted but still not information on its return.    This matter is still on going.  

   

  
  

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21188146
  
  I am rejecting this response because:

  This matter has not been resolved. I still have not received my ******, This is the message I received as of Feb 9 from someone:  We spoke with you not even two weeks ago. Bookkeeping is looking for your additional payment since you were never authorized to even make a payment they are having a difficult time finding it. But they will continue to look for it. Unfortunately, you complaints online have cost the company as well. So let me know what you would like to do about that. Don't want to have to go the legal route for disparagement and slander.

   

  this is my response to them: Don't really know who is responding to me, this has been going on since December 13th. You finally responded to me 2 weeks ago, because of my online complaint.   If the money was not authorized, then it should have been immediately rejected, denied.  Back in December or January now it is February.   It is not slander when it is the truth. The only disparagement and slander have been on your end with your responses to me.   You wrote and stated my refund was mailed back to me.  I ask you two simple questions 1. When did you send the check? and where did you sent it?   

  I have sent the receipts of where it was accepted but still not information on its return.    This matter is still on going.  

   

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

  Business Response

  Date: 02/22/2024

  While we understand Ms. ********* frustration, checks are mailed once a month,since it is not a normal course of action. this has been done and since she claims to have not received it, it would seem that we either need to wait for the return in the mail, or she can call to office to discuss paying the stop check and hvaing it reissued with the March issued checks, which happens at the end of the month. I remind you that Ms. ******** was not due any refund due to her cancellation of the contract and so the complaint should be closed based on that fact but we have made every attempt to try and work with her

   

  thank you

  Customer Answer

  Date: 02/22/2024

  This has been going on since December, I have been calling your office, this is a refund of money that was sent to your company. You accepted the payment. As shown in the receipt I sent.  Everytime I call your office, I get told to send an email, which I get no response.  This matter is not closed.  If checks are sent once a month then, you should be able to tell me what is the check number and when it was mailed. I have not seen nor been advised that the money was returned.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21188146
  
  I am rejecting this response because: This has been going on since December, I have been calling your office, this is a refund of money that was sent to your company. You accepted the payment. As shown in the receipt I sent.  Everytime I call your office, I get told to send an email, which I get no response.  This matter is not closed.  If checks are sent once a month then, you should be able to tell me what is the check number and when it was mailed. I have not seen nor been advised that the money was returned.
  
  Sincerely,
  
  **********************************************

  Customer Answer

  Date: 02/28/2024

   I have responded to you in adequet time frame and they have not. Why would you state that the business has complied with this issue, they have not.  This refund is due to a POS that sent a copy of the receipt.  I have contacted the company but has not had any responses from them that will resolve this issue.  This amount of ****** is nothing to shove under the rug.

  This should not be closed because they have not returned the funds that they received. 

   

  Please do not close.

• Initial Complaint

  Date:01/07/2024

  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.

  I Called the company on November 28th to schedule a move on December 22nd. This phone call was recorded by the company. I ******** confirmed with the representative I was talking with the dates of my move and signed the contract.Several weeks later, on about December 18th I called to check in and learned that my move had been scheduled for January 6th instead. The blame for this issue was cast on me.My Items were supposed to arrive on December 28th. I repeatedly mentioned this date as the drop off date and I was never informed otherwise. Items did not arrive until January 6th.When they arrived and I began unpacking I noticed Two large furniture items arrived damaged, as if they had been thrown around and squished. Im also missing several boxes of items- so far I know for sure Im missing 3 and possibly more. Im also missing a floor lamp. The inventory list created on sight is not accurate. My items were loaded onto one truck and arrived on an entirely different one. Im skeptical its even possible to locate my missing items.The company advertised itself as a family moving company that does all the boxing and packaging and shipping of items themselves. This is false. they actually broker your job out to other moving companies. This is a nightmare for quality control and communication with clients. after signing my contract, trying to get into contact with the company for any reason and get information about my items from them was almost impossible.Ultimately the company misrepresented who they are and the cost of this was my time, sanity, and the loss/destruction of sentimental items.

  Customer Answer

  Date: 01/08/2024

  I have some updated information-

  
  I am not missing the floor lamp, it was never actually loaded onto the truck and is thankfully safe in ****.
  Which is frustrating but better than it being missing.

  
  as of now the missing and damaged items are as follows:

  
  missing: vintage rattan magazine rack, half-circle Asia-inspired wall art, box of vintage books, box of dinner plates, and at least one box of miscellaneous kitchen items items. I know for certain some of the missing items from the box include cookie sheets, cutting boards, and a dish drying rack.

  
  my boxes were packed a long time ago and not labeled with specifically what was in them which is why l'm not certain how many miscellaneous boxes are missing or what exactly was in them.

  
  broken/damaged items: coffee table, vintage rocking chair. See photos and videos for damage.

  
  *the damage to the caning of the seat of chair had happened prior to the move, however, the structural damage to the wood frame itself on the back of the chair (as highlighted in the video) took place during the move.

  Business Response

  Date: 01/09/2024

  ************** did ask about how to make a damage claim (prior to the arrival of her items, as a matter of fact) and was given the information to do so. I know it can be frustrating to have anything be damaged in transit, but that is why all carriers are required to have a claims process. In case she did not receive it in the emails or texts we sent, at her request, please see the below information :
  Movingclaims.net
  Please have your BOL and signed original estimate and it will walk you through the steps. It is also on all the documentation you received, as well, but I want to make it as easy as possible. Keep in mind, our company is not the carrier on this file. The company, which has their own insurance and DOT will be the one listed and I understand based on the previous complaints that ******* wanted to go through our company, but as we told her on the phone call an text, she does have to file properly in order to ensure the claim gets paid. We want to make sure that she gets the maximum amount alloted and owed to her. We are trying to avoid her wasting her own time filing complaints against a company that did not do the move and was not the carrier on site. 

  Thank You

  Business Response

  Date: 01/09/2024

  A a further follow up, ************** has been made fully aware that our company is a carrier not a broker and as per the contract, this was scheduled with one of our partner carriers when we were unable to complete the move without causing delay to her intended dates (which was a result of her changing the dates at the last minute so we had very little choice) - I just do want that noted because she continues to use the word broker and we are not. Our license has been provided, noting carrier and any suggestion of broker is simply false. 

   

  Customer Answer

  Date: 01/09/2024

  I would like to reiterate that if my initial phone call with the company had on November 28th of 2023 at about 2:30 CST is reviewed, it will become very clear that I was fully of the understanding that my move date had been scheduled for the 22nd of December. I never intended to change the move date last minute as I was unaware that my move had been scheduled for January 6th. The choice to accommodate my last minute request was actually a correction of a mistake Allegiances Van ********************** made somewhere along the way. 
  

  I would like to see proof of my asking about the process for claiming lost and damaged items. I only recall asking specifically about the cancellation policy during the aforementioned phone call (November 28, 2023 at about 2:30 CST). Im more than happy to be proved wrong.

  the Company refers in their estimate to a carrier which I assumed when I read it was Allegiance Van Lines themselves and didnt think to ask. Nowhere does it say the carrier is actually another company entirely, not in the payment section, nowhere on their website, it was not explained to me over the phone, or in text correspondence. I was extremely confused when my payments went to a different company at pickup and drop off, but I honestly had convinced myself that it had to do with the pickup date confusion and was not Allegiance Van Lines standard business practice. 

  I corresponded via text with the company who actually had my items as soon as I realized some were missing but received no answer. The whole businesses model that is at play here is shoddy at best and leads to poor communication, extremely high stress within an already naturally stressful process, loss and damage of sentimental and important items, and an absolutely egregious waste of my money. The way it works is NOT explicitly stated at any step in the process.

  furthermore, the estimate does state a loss recovery plan, however, Id like to know how Im expected to weigh lost items. 
  

  I will be attaching screenshots of the contract attached to the estimate I signed.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21109748

  this is a continuation of the response I just made including the remaining photos of the estimate I signed. I explained in the first submission exactly why I am rejecting this response. So summarize: first, Allegiance Van Lines has failed to prove the claims they have made about our correspondence. Second, as per their loss recovery section Im *********** compensation, however it is calculated by weight and Im failing to understand how Im supposed to weigh items that are not in my possession. Thirdly, this whole business model is disgusting and was not explained to me up front or in the contract, on their website or at any point during our correspondence.

  to restate what Im looking for: I want Allegiance Van Lines to compensate me directly with some sort of refund for the misrepresentation of their company, and to do everything they can to get in contact with the company who came to my house, picked up my things, and lost/damaged sentimental items in transit for the possible recovery of these items.
  
  

  
  

  Business Response

  Date: 01/13/2024

  Please refer to the previous remarks and the contract as it clearly states the process in which to file a claim, which you have yet to do. We are more than happy to reach a remedy to this matter, if the consumer is as well. Please advise as were hopeful to a resolution should we have a willing party. All the best - The *** Team

  Customer Answer

  Date: 01/14/2024

  As of 1/12 I have followed the proper channels and am waiting to hear back from **************** (the entirely separate company that moved my items) on my missing and damaged goods. However, this does not end my issues with AVL as I am incredibly displeased with the service I have received throughout my move and the misrepresentation of the company. Again, I want compensation for the misrepresentation of the company as a whole through their advertisements and through their website and estimate, as well as for the lack of communication and gaps in crucial information that I should have been informed of as a client.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21109748
  
  I am rejecting this response because:

  I have filed a complaint about my missing and damaged items directly with **************** the company who came to my house on my move date and delivered my items on my delivery date. Im waiting to hear back from them. I am sick and tired of having to go through a middle man when it comes to my items and my move. I hired a moving company with the intention of working directly with them. That is why in regards to AVL I am looking for reimbursement directly for the misrepresentation of the company on their website, in their contract, and throughout our entire communication. Nowhere is there any information about how AVL is not coming to your house directly. They are sending entirely different moving companies to people without letting them know.

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

• Initial Complaint

  Date:12/12/2023

  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.

  I am missing THREE JARS FULL OF coins of various denominations -- MORE. #2.__ I am missing VARIOUS other household ITEMS .... #3.__ NO inventory was taken as the workers was loading my belongings; #4.__ I got other people's stuff when my stuff was finally delivered; #5.__ The first pick up occurred on : November 13. 2023 -- Monday via unmarked Penske truck in Brooklyn, ******** at Cube Smart Storage.

  Business Response

  Date: 12/12/2023

  *****, this is the first we are hearing of any this. Been around over a decade, and have never had any of these baseless accusations thrown around. You are instructed in your paperwork in which you signed to follow a certain procedure in order to file a claim and due process. Please follow through with that please. More than happy to resolve.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20995744
  
  I am rejecting this response because:

  This is NOT the first time you -- or your company -- is hearing this.  My cell phone record will prove that;  SECONDLY, mail me this receipt / Invoice. I can't read that small writing on the phone. AND/OR send me the procedure; THIRDLY , ALSO, MAIL me the inventory list of my things that your company supposedly have taken;  FOURTHLY, I have other people stuff that you need to come get;   FIFTHLY, I NEED the name of the company that delivered my stuff;  SIX, I FILED a complaint with my credit card company. They told me that they have NUMEROUS COMPLIANTS against YOU -' Allegiance Van Lines;  SEVENTH, I am VERY TIRED of speaking to FIVE TOTALLY different people at your company. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2023

  You received the documents to your email not your phone. please feel free to check it from a computer. None of our font is smaller. The claims system is FULLY available and we urge you to contact the carrier's customer service line. It is the best way to get this hanled efficiently. I look forward to resolving this issue

   

  Thank You

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20995744
  
  I am rejecting this response because:
  I will file a claim BUT MORE must be done. Half of my stuff has not arrived. #2.__ I have written down EIGHT MAJOR complaints and you only addressed one of the complaints. I still have OTHER PEOPLE'S stuff HERE ... !!! WE will CONTINUE to go back and forth until you decide to resolve this issue SERIOUSLY as if I owed you a million dollars.  #3.__ I will start to make serious complaints to credit card company and law enforcement. #4.__ How come Allegiance Van Lines has not filed a POLICE REPORT ..... ??? 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/09/2023

  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.

  They are holding my stuff hostage even after full payment which I made a police report & they talked to the police officer and told him I was paid in full & they would deliver the good at 6pm - they never delivered & refuse to..they harass w several ***************** kicker is they know they are holding medical items (wheel chair & more) for my husband who is terminal. okaloosa county sheriff helped me file charges for theft because they witnessed most of the con. These people are sick *********** change everything up & have several people from their company call & text to wear u down to send more money & then more money..nothing will get them to give me my things.big scam just read the article in ******** about moving scammers that hold your stuff hostage..it explains them perfectly. claimed to be a veteran owned company,changed their story. list goes on. The police report & body cams of officer talking to them is public record sheriff told me so please check them report number is 23-15424. Okaloosa county Sheriff ****** officer #***. They wanted $3400 initially didnt take all my items but charged me & charged another almost $6,000 saying I had too much ************ could sell other jobs to fill truck (after the fact) Total came to $10k - harassing me to wire it and I did because my husband needs medical stuff. they bully, taking advantage any way they can & change everything up & promise deliver if u do this or that & u do ********* dont deliver & then they ask for more ************ get it and they change it up again & play good cop bad cop like the driver isnt involved but then the driver turns on you and he starts saying the same thing he claims he is disappointed in the company about. He plays the nice guy & uses it to con you. list goes on, so much ************** texts & one lie after another, money request after another atlas, they threaten to put your stuff in storage & finally stop & just keep your things to never see them again. Pls return our items.

  Business Response

  Date: 12/15/2023

  Legal counsel is handling this matter. Consider this a response and matter resolved.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20984442
  
  I am rejecting this response because: we still do not have our belongings. I had to hire a lawyer and make a police report. The company was harassing me all day and night for about a week to sign a hold harmless as well. The company needs to return the belongings which are much need for my husband who has stage 4 cancer. The way they do business by the bait and switch pricing and the strong arming to try to force you to sign a hold harmless is very unprofessional. I have never in my life dealt with a company who is so unprofessional and tacky in the way they do business. Besides that, they have harassed me online, telling people I have not paid at all which is not true and they have mentioned things like you have a ring doorbell on your new home as well as personal things about my husband and his personal history. I have had other disabled  veterans get a hold of me saying they have done similar things to them with the bait and switch pricing. Once they have your items they hold them hostage and name their price several hundreds of thousands of dollars more. Be honest from the beginning so people can plan accordingly within their budget. They destroyed my home, my items and did not wrap them, they are keeping our stuff hostage for an unfair and astronomical amount. They claimed to be a veteran owned company and then changed the story to veteran operated they have videos online showing professional packing but do not pack your items into the truck that way at all. The company should be ashamed of themselves l. They are bad actors in the industry and they are threatening to *** me for telling people online what they have done. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2023

  Allegiance Van Lines retained the attorney after the nunerous threats and defamation occured without a resolve and the police investigation concluded no wrong doing on our part. **************** rrtained an attorney to answer our demand and conplaint. We hsve attempted to assist and have included all documents to all ************** and officers involved. She continues to use slander and libel online against our company and we have stopped communicating except through our attorney, even though she has messaged us numerous times. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20984442
  
  I am rejecting this response because: I have never threatened these people. Im fact they are still unable to press charges for that which they have tried to do. I went online stating what this crazy company did - never dealt with a more unprofessional company. In fact they have went online and slandered me saying I have never paid them which I have. The lies and manipulation from their team just keeps going. Also, the Okaloosa county sheriffs department only stated it wasnt criminal they did state that it is a civil matter and although not criminal, it doesnt mean that what they did was not wrong. They literally understand that my husband is a dying veteran and yet continue to to do whatever they can to make our lives ****, including trying to *** me for what they refer to as criminal libel or defamation. Almost every yelp review states the same thing about them. It is sickening to me that even knowing we are fighting for my husbands life, they continue to hold our items, some of which are medical supplies and even medicine and they are suing us for their bad behavior as if we have time for more of their games and their ridiculous law suits. Their previous response on here is literally defamation in itself. I NEVER threatened them and the sheriff agrees. I stayed karma will get them and after dealing with their harassment day and night from roughly 6 of their employees including their midnight shift to sign a hold harmless  and then them calling my husband who is dying as well we are just baffled that we share and breathe the same air with such immoral and vial people. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/02/2023

  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.

  AVL transported my household goods from ***** to *******. In the process of doing this they improperly packaged the materials and damaged the majority of my furniture and other household goods.

  Business Response

  Date: 12/07/2023

  To whom it may concern: this customer was picked up and delivered within 3 days without any issues from our crew members as things were delivered into his garage. And he has yet to file any claims process, which is *********** do so. Please find this matter as resolved.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20948072
  
  I am rejecting this response because:
  The contractors that were hired by Allegiance did not haves the proper tools or materials to adequately support the movements of my household items. As a result most of my household items were damaged in shipment. I believe they need to assume responsibility for the people in their employee and pay for the damage to my items.
  Sincerely,
  
  ***************

  Business Response

  Date: 12/09/2023

  We offered the consumer to gather quotes and we would help remedy any shortcomings he feels that he may have experienced 

  Customer Answer

  Date: 12/12/2023

  I had multiple points of communication with Allegiance personnel. In each case they lied to me. Ive offered some of the pictures of the damage to my items, I had to limit the number of pictures to what the initial form would allow. I feel they can provide an offer based on what I have provided. I fail to believe they will do anything based on their prior actions so to get estimates would likely be a waste of my time.

  Customer Answer

  Date: 12/12/2023

  I had multiple points of communication with Allegiance personnel. In each case they lied to me. Ive offered some of the pictures of the damage to my items, I had to limit the number of pictures to what the initial form would allow. I feel they can provide an offer based on what I have provided. I fail to believe they will do anything based on their prior actions so to get estimates would likely be a waste of my time.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20948072
  
  I am rejecting this response because: had multiple points of communication with Allegiance personnel. In each case they lied to me. Ive offered some of the pictures of the damage to my items, I had to limit the number of pictures to what the initial form would allow. I feel they can provide an offer based on what I have provided. I fail to believe they will do anything based on their prior actions so to get estimates would likely be a waste of my time.
  
  Sincerely,
  
  ***************