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:11/30/2023

  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'm writing to file a formal complaint regarding our recent move with Allegiance Van Lines from ***************, **, to ************, **. Initially quoted at $5,585.00, we paid a deposit of $1,284.55 via Credit Card and settled the remaining balance of $4,300.45 through ACH.However, things took a turn for the worse when we were informed of an additional overage charge of $1,472.00 via ACH the day after pickup. Feeling compelled to secure our possessions, we reluctantly paid the unexpected fee.Upon arrival in ************, we faced further issues. Our possessions had been moved into an entirely different moving van. The movers who arrived appeared to be intoxicated and had poorly packed our belongings, resulting in extensive damage. Our moped was carelessly placed on our $2,500 Sleep Number mattress, packages were crushed, furniture was damaged, and some was destroyed.The movers quickly unloaded everything into our garage and house, and left without notice, or reassembling anything, and with missing furniture parts and hardware. Furthermore, no bill of lading was ever signed.I've been attempting to inventory the damages, which I estimate will exceed $2,500. Additionally, we are missing several boxes which I can only assume left on the truck or were never moved to the new truck to begin with.We believe we were treated unfairly and unprofessionally, prompting this official complaint and refund request. Over the past three weeks, we've been in contact with Allegiance Van Lines in pursuit of a resolution. We were initially promised a refund of at least $600 upon signing a "hold harmless agreement," which we promptly did. However, we were subsequently informed that an additional payment of $1,284.55 via ACH is required before the promised $600 refund can be processed.At this time we are instead seeking a refund of the overage charge of $1,472, as the new total of $7,057 exceeds 110% of the original estimate, potentially constituting a "hostage goods" situation.

  Business Response

  Date: 12/01/2023

  ********************** agreed to the services rendered without issues. Unfortunately, he is clearly looking to get something for nothing. This was a BINDING estimate as you can see in the attached. He is unfortunately misinformed. He signed a hold harmless and is in breach of that. We don't exercise under the threat of extortion or libel cause towards our company. We tried to resolve this amicably and ********************** chose another route. A demand letter will be sent and we will go from there. 

  Business Response

  Date: 12/01/2023

  This is the hold harmless agreement that was signed by **** and then he extored us that he was going to dispute the entire payment amount which led us to the fear that he would dispute the wholeamount and get the agreement amount. We directed the question to him that without some guarantee of non dispute 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20941856
  
  I am rejecting this response because: Their response doesn't settle anything... As indicated in the original email chain I signed their "Hold Harmless Agreement" in good faith having been told that after it was signed they would then refund the $600 agreed upon amount via Zelle.

  At that time I had not made any reviews or cases with BBB / ******* AG / etc etc and didn't plan to so long as they refunded the money as they said they would.

  AVL has not refunded the money as agreed upon and instead is after the fact stating that I was "hostile" with my response and that I must now pay them an additional $1284.55 via ACH before they will refund the $600. This was never agreed upon prior to signing that contract and I herby state the signed document should be deemed invalid as I was pressured into signing it in hopes of getting a refund.

  I have repeatedly asked them to just refund the $600 so we can close the matter and if they do I assured them in writing that I would not dispute the charge with the credit card company so long as they refunded the $600. Hence I figured that was why they wanted that document signed was to protect themselves in such a situation, but instead they are taking the document and using it to now say they are not liable for anything at all. Complete bait and switch scam.

  Again, I will in no way be paying this company any more money in hopes of collecting the promised $600 refund.

  I herby state that if AVL does instead decided to follow through with their promised $600 refund I will close the case with BBB, ******* AG and my full word that the original charge will not be disputed with the credit card company so long as they just refund the money that was promised.

  I also have not left any reviews of the company on ******************** Reviews, Etc. so I have nothing to update or remove.

  Sincerely,

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

  Business Response

  Date: 12/07/2023

  We have remedied the aforementioned issues with the customer. Please consider this matter resolved.

  Customer Answer

  Date: 12/08/2023

  Hello,

  At this time the business has yet to refund the $600 they originally offered as settlement. They tricked me into signing their document in hopes I would get a $600 refund only to use it against me to say they are free from all liability and now threatening me with legal action for having contacted BBB / ******* AG / DOT and filing complaints. I advised them I only filed the complaints since they failed to follow through with their promised refund after providing the requested document.

  I have been in communication with them requesting they just refund the money and if they did I would promise not to dispute the initial deposit charge with our credit card and that we would close / resolve all of the complaints.

  It has now been one week since my last communication with them and still no refund. They insist that the only option for refund is to pay them an additional $1284.55 which exceeds the amount of the $600 refund (assuming I even were to get it) and regardless that was never explained to me prior to having signed their "Hold Harmless Agreement"

  Complete bait and switch to get me to sign that document and turn around and use it against me.

  At this time we are disputing the initial charge on my fiancs credit card with her credit card company.

  As far as their latest response explaining that the matter has been handled / resolved with me, that is false and they have not actually provided anything at all nor have they provided any evidence of it.

   

  I thank the BBB very much for assisting me with this matter. Once we have secured an undisputed refund from our credit card company we will consider the matter closed and I will update BBB accordingly. Thank you.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20941856
  
  I am rejecting this response because: Nothing has been remedied. Business has not provided any evidence or documentation of the issue having been "remedied". The only option they have given us is to pay them MORE money that would exceed the cost of the $600 promised refund (assuming they were to even refund it). This company is a complete scam.

  It seems at this time the business is not willing to honor their end of the agreement to refund the $600 as outlined per their email. I will consider this matter to remain unresolved during while we pursue other avenues to recoup the cost of damages we incurred during our experience with this company.

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

• Initial Complaint

  Date:11/21/2023

  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 hired allegiance vanlines to handle a move from ** to ND. The person on the phone said he was a veteran, and owned the company. He assured us he would be on the moving truck the whole time and handle our move himself. He lied about multiple things. AFTER the deposit was paid, we were told they would actually be subcontracting other movers. The movers they have subcontracted are now charging us $5000 more than the original amount and refusing to bring our things to us unless theyre paid. The company they have hired have terrible reviews. We did not agree to this or allow this. Now we have no idea where our belonging are or if well ever get them.

  Business Response

  Date: 11/21/2023

  This person is not on any paperwork nor made any payments towards any move with us. Based off the literature inside our contracts, it is evident that this person did not read it and/or clearly misinterpreted it. Or this is has been left pre maturely and towards the wrong company. We ask you to recuse the aforementioned baseless information from this ill advised complaint before legal recourse is enacted. Thank you kindly, AVL Management

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20902517
  
  I am rejecting this response because:

  My husband is the one on the paperwork, handling OUR move. And the formal receipts from their company that were submitted by myself prior are proof that payments were made. Once payments were made, things began getting changed. Prices would increase by thousands more than the originally agreed upon price. Once the BBB claim was submitted, I received very unprofessional and harassing messages, as did my husband from the management. 
  

  As of today, 11/29/2023, 20 days after they supposedly picked up, our stuff has still not been delivered.

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

  Business Response

  Date: 11/29/2023

  Unfortunately, neither of the persons here with this misdirected complaint were never present for their move, let alone the ones who have any paid transactions with our company. There are not paying consumers of ours. And they are merely confused with whom may have picked them up, because we were not apart of there move and there have no payments with either of their names on any transaction receipts. We look forward to this matter to be found resolved and legal recourse will be the next step due to disparaging remarks and libel towards this company. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20902517
  
  I am rejecting this response because:
  The receipts clearly show that the contract was paid to 70%, which is clearly stated is all it would take for delivery. They are now stating that we didnt have a move, but the move was referenced at the beginning of their reply so that doesnt make any sense. They are refusing to make any arrangement over phone calls, refusing to help in any capacity in receiving our things. They told the movers that they refunded us, but refunds have not been processed nor issued. They are now saying they refuse to deliver our things due to us reaching out to the BBB. Our stuff was picked up a month ago and still has not been delivered, regardless of us trying to come to some sort of solution. They stole not only a whole storage unit full of our personal, sentimental, and family items, theyve stolen almost $3000 from us.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service 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 being threaten and scammed by this company and I paid deposit **** saying they did not recieved my total deposit refuse to let me speak with owner say I cant get refund keep hanging up on me and saying they do t know when they coming g to move my furniture after I signed contract

  Business Response

  Date: 11/14/2023

  Good afternoon April, spoke with the crew and you refused service and additional cf in addition to your estimate and had them unload the truck and as per your contract the Deposit was forfeited
  Also upon further review and discussing with the crew onsite we also reserve the right to remove itself and crew members from any hostile or unsafe work environments should they feel the need to do so. they felt the need to do so. Please send all further correspondence to be addressed via email. We are sure we can reach resolution and this complaint needs to be marked "resolved"

  Customer Answer

  Date: 11/15/2023

  I never refused service, they had 30 percent of my items on the truck tgat was in the contract I signed said that they was at tgey limit I only get 483 square foot of space on the truck they had 3 more families of furniture to add to the truck and my items will be taken off the truck in ***** put into another storage for another driver to take to Vegas I was not aware of this verbally or in writing theses people could have bed bugs or animals.. the crew was not unsafe they did the human thing which was. Right after the police was called by me because truck had no plates or registration, . I was told by the owner on the phone to shut the f*** up and pay $895 to get your stuff if my truck or pay $2000 to add the rest of your items , thats when I called the police.. the manager ******* at alliance kept hanging up when I called her 

  Business Response

  Date: 12/15/2023

  Consumer can respond here or reach out to us to remedy and clear up any confusion with the situation. It resolved on our end.

  Business Response

  Date: 12/20/2023

  It looks like ***** also has recieved a refund with her most recent dispute. Which is an important part to this complaint, to let you know that at this time, ***** has no loss of this perceived issue and we have done everything possible in order to resolve this. 

   

  Thank You

• Initial Complaint

  Date:10/01/2023

  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.

  2/3 Allegiance Van Lines Binding Move Estimate (that included pickup and delivery for $2,950 (1), reference No: H2875052. Pay a deposit of $950; $1,000 when my belongings were picked up; and $1,000 when my belongings were delivered, and that I could pay by credit card. On February 7, I paid the $950 deposit. 2/21, prior to Allegiance Van Lines picking up my belongings, I was required to pay $1,582 to Allegiance Van Lines (4). This was not the payment for the pick-up. February 24, ****** (2) and his crew came (6 hours late) & picked up my belongings $2,357.00 (5). On February 23, Moving Estimate (6) from Transit *** Mover Job No. P3135091, with a Total Moving Estimate of $6,016.20, for the same items to be moved that were listed on the original from Allegiance Van Lines .On March 6, I contacted the credit card company that I had charged the $1,582.00 to and asked them to stop payment because I thought it was fraud. Allegiance Van Lines, contacted me stating my belongings would be delivered March 15, but I had to reinstate the $1,582.00. The credit card company said it would take 30 to 90 days to resolve the dispute. I asked my son to ***** the money to Allegiance Van Lines. I reimbursed my son the $1,582.00 (7) and sent several messages to the credit card company asking them not to refund the money. The credit card company did not respond to my request and refunded the money to Allegiance Van Lines. The credit card company sent confirmation that they had sent the $1,582.00 and advised me to contact Allegiance Van Lines to get a refund from them. But Allegiance Van Lines told me they never received the $1,582 from the credit card company. My belongings were delivered March 15, after I paid ************************* $2,582.00. (8) 2/7Allegiance Van Lines$950.00 2/21Allegiance Van Lines $1,582.00 2/22 Allegiance Van Lines $1,582.00 (unresolved duplicate payment) 3/6 TransTrustmovers$2,357.10 3/15 ************************* $2,582.00 TOTAL PAID $9,053.10

  Business Response

  Date: 10/02/2023

  This Consumer was moved and relocated, move was paid in full, nothing additional. Picked up, delivered to consumers satisfaction. The son is looking to ******* some funs with the banker associated with the account for some odd reason. We are unable to accommodate this request as there is no merit to it. And this should be removed as a complaint.

• Initial Complaint

  Date:09/15/2023

  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 set up a move with a job for them to send someone to move two bedrooms full of furnitures and told them in detail about what's in shipment, and everything is all set up to go and they are in boxes. It will be about 25 boxes. Allegiance quoted me for $1766.51 and I thought that was a reasonable price, which is slightly higher than how much I will have to pay for **** to ship it. The driver showed up and told me that they are an entirely different company and the total now is going to be $5000. I said no, I am not going to pay that price, and you guys will have to refund me, they told me "listen honey, let me tell you how this works", that turns out allegiance is in a practice of maliciously quoting prices for lowers, attract for the customers to pay the deposit, and send the company and it's going to be a way way more expensive price. I told the lady that you guys are going to lose business for this practice, and she was like"look darling, I tried so hard they just keep coming", this is very sickening of what they are doing. And with the attitude, thinking that this is not fraud. I will *** them if they are not willing to return my money

  Customer Answer

  Date: 09/17/2023

  Someone reached out to me, it was the same lady that was giving me derogatory remarks, calling me names and saying that they have tried very hard to lose business but its not happening, and pretended to be someone else. Wasted my time despite me telling them that there company did not lift a finger, and still tried to keep my money. I have made another complaint to the transportation department for moving fraud.

  Customer Answer

  Date: 09/17/2023

  Someone reached out to me, it was the same lady that was giving me derogatory remarks, calling me names and saying that they have tried very hard to lose business but its not happening, and pretended to be someone else. Wasted my time despite me telling them that there company did not lift a finger, and still tried to keep my money. I have made another complaint to the transportation department for moving fraud.

  Business Response

  Date: 09/26/2023

  To whom it may concern;

  As you can see with the attached photos, this was an entire warehouse, two stories, 10x20 at the minimum of large boxed items, needing multiple pallets and truck space. This was egregiously misrepresented to us by the consumer. This is a truck full nearly of volume, no where close to "a few small boxes" as the customer claims. There are not standard moving boxes. Looking to resolve this issue at hand though and am open to some sort of remedy. Thank you kindly in resolving this. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20611031
  
  I am rejecting this response because: never once did I say that these are small boxes. I question the ability for your understanding of perhaps ability for your employees to accurately communicate information. Anyways, I paid $1250 for another trusted freight to ship my furniture over. As you can see sitting outside at my carport. If this is something that will take up all the space of your truck, you are apparently not contracted with people who had adequate equipment.
  
  Sincerely,
  
  Lavender Gee

  Business Response

  Date: 09/26/2023

  While we understand that the customer was able to get a freight company to ship these for a different price, that is NOT what we are so you are unable to compare apples to apples. In order for our company to be able to service, they would have needed the proper information. Leaving information out of the quote, like pallets is a big thing. Those things are not individual boxes, but need to be moved as pieces that are much heavier than what normal "box" moves would be. Furthermore, they take up more space on a truck,as pallets do not get stacked in the same way. We tried to explain this numerous times and discuss a resolution at the time of the move. We are still trying to resolve this issue and urge her to contact the office so that we can assist in a resolution.

  Business Response

  Date: 09/26/2023

  While we understand that the customer was able to get a freight company to ship these for a different price, that is NOT what we are so you are unable to compare apples to apples. In order for our company to be able to service, they would have needed the proper information. Leaving information out of the quote, like pallets is a big thing. Those things are not individual boxes, but need to be moved as pieces that are much heavier than what normal "box" moves would be. Furthermore, they take up more space on a truck,as pallets do not get stacked in the same way. We tried to explain this numerous times and discuss a resolution at the time of the move. We are still trying to resolve this issue and urge her to contact the office so that we can assist in a resolution or let us know here how we can resolve this issue. 

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20611031
  
  I am rejecting this response because: I provided all information that needed. This company is not even a legit moving company. They have done nothing to move my furniture, they ************** my quote to somebody else. They did not lift a finger in providing this service to me, it was a different company that came out. They have no right to hold any of my deposit. And the fact that they hiked the price last minute, and then telling me that they are going to hold my deposit is ridiculous. In business world, this is called fraud.
  
  Sincerely,
  
  Lavender Gee

  Customer Answer

  Date: 09/27/2023

  This companys associate have done nothing but try to mudsling or call me names. They have not tried to do anything to resolve it but tried to talk their way out of returning the deposit. The law will say otherwise once the investigation is over by the ****************************, moving fraud violation is done.

• Initial Complaint

  Date:08/09/2023

  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.

  I paid by credit card on July 10th for a deposit for a furniture pick up going from ******** to ** The pickup of one large piece of furniture was scheduled for July 15th we did a mandatory Zelle good faith payment on July 14th in anticipation of the furniture pick up scheduled for 10:00 a.m. I first called at 11:20 to check the status of the pickup. I was on hold for 22 mins. and I finally hung up . I called another of the company's numbers. I got ****...she suggested I call the driver. What kind of company does not know where their drivers are? and what kind of an employee doesn't respond to their employer and goes **** I did call the driver at 12:36 with no answer but left a message inquiring about their location, ETA etc. and of course there was no returned call. I was not personally at the location but had people on the premises due to the house soon being sold and they were on the premises from 9:30 am to 4:00 pm and no one showed up. This scenario happened 3 more times, with me rescheduling time and again and no one showing up . There were all kinds of excuses with broken down trucks traffic, etc and or else no communication. I rescheduled July 24th and had a different driver. There was communication but again excuses and no pickup. I then rescheduled for July 25th, got an apology for the inconvenience and a confirmation for the pick up. Of course there was no pickup and absolutely no communication. After all those excuses and failures and gross incompetence, I sent a text requesting my money back. They said they would work on getting my refund but of course that never happened. I then had to relocate the piece of furniture at a neighbor's house due to the fact that the present house was then sold. Then they asked for one more chance after my request for the refund. I stupidly gave it to them. I called on Saturday July 29, and confirmed the pickup for July 31. No results ,total incompetence

  Business Response

  Date: 08/09/2023

  We attempted service in this customer during our two day window. She wasnt even available in the same state. Left it upon persons looking at the property who would only be available for a 2 hour window only. Well we dont work with moving targets and this isnt ordering a pizza as we told ******. We had two full days to pick this up and she wasnt able to abide by the agreement she signed and acknowledged, not once. But twice. We were willing to resolve any shortcomings she may have faced. But she provided fraudulent claims with the ***** and to the BBB so unfortunately we do not see this being resolved favorably as she will only cost us business due to her negligence of not upholding her agreement she signed and agreed to. 

  Customer Answer

  Date: 08/13/2023

  I am not going to engage in a back and forth commentary /rebuttal   I never agreed to a two-day window for a furniture pick up.  Allegiance had 4 failed attempts at a furniture pick- up with either excuses, apologies, or no communication. In each of the 4 scheduled times people were present at the residence from 9:30 to 4:00 to oversee the pickup.  I welcome an analysis of my claim with the ***** and the BBB   There is no justification for keeping my $1,000 and a refund is in order.

        So why did Allegiance apologize many times for the inconvenience and reschedule for July 24th ,25th (which is a two day window ) and failed to execute and then reschedule for July 31st?  I have numerous texts from the driver and management which will prove the total chaos and incompetence.

        Again I ask - what am I being charged for?  No pick- up, no delivery, NO SERVICE.   How can Allegiance legally keep my $1,000?   It is a license to steal!

  Customer Answer

  Date: 08/13/2023

   
  Complaint: 20446363
  
  I am rejecting this response because: they did absolutely nothing and yet they are keeping my money at this point. No service provided  no furniture pick- up , just total incompetence.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

  We showed up more than once to accommodate this pickup, they even provided the item to the next door neighbor who wasn't available to give it to us as they weren't home. Its truly unfortunate somebody who was not even in the same state, that had no control over the item they were trying to ship, can provide such unsubstantiated claims about a small business. We attempted to resolve this with the consumer multiple times, to no avail. Threats and complaints they have made which will not be taken down online, probably make this a matter that can't be remedied unfortunately. Don't believe the false claims consumers just throw around.

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20446363
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/31/2023

  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 spoke with ******* at Allegiance Van Lines in February 2023 in regards to moving my mother who is 80 years old from ***** to **************** in June. The initial phone call was very pleasant and he appeared to be on the up and up and made ** both feel we had chosen a great company to work with. I asked multiple times how much we could put on the truck and ******* stated that we could put as much as would fit on the truck. They of course made ** put money down and then pay in full the remaining balance even before the truck showed up. I received an email on May 21st, asking me to provide the full inventory list. I emailed them back stating my mother had already provided this to them. They said they were unable to find the list. I mentioned maybe looking in their email. No response after that. I again put together the inventory list and emailed it to them on May 22nd. No response. I emailed them again on May 23rd with no response. When the truck showed up, they said we had more cubic feet than what was on the list. I called ******* immediately and he said he didn't say that, but he did say that. He said the list states only 300 cubic feet. I questioned him on the inventory list and why they lost it and were now wanting to charge ** more money and he was very rude and wouldn't listen. I asked to be put on hold so he could figure things out. He ended up hanging up on me and would not take my calls after that nor answer the phone. This move ended up costing my 80 year old mother an additional $4,000 dollars (but thankfully Allegiance Van Lines doesn't get that money, the subcontractor that they hired to come does). Even their contract sates that Only the items listed in the inventory are included in the total cost. Well they didn't list all the inventory given to them so I guess that's their way of cheating the contract. This company should not be allowed to remain in business.

  Business Response

  Date: 05/31/2023

  The original estimate, signed and attached was based on a set amount of cubic footage. As you can see by the original estimate there was no generator and there were not any boxes. After the date it was signed, they wanted to add on over 100 boxes and a boxed generator, while that is not an issue it is also not free they wanted to rent an entire truck with unlimited space which was not what they're signed estimate or contract was for for the same amount that they paid. Not only is that not reasonable, it was explained and when the work had been done they refuse payment unclaimed that the entire truck was rented for the same space although the contracts I have attached show different and you can see ********************* IP address so it was signed electronically by her. I hope this clears it up and will close the case as such.

• Initial Complaint

  Date:03/07/2023

  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'm writing to complain about this company because they lied and told me they weren't a brokerage and wouldn't contract out my move and instead they contracted to two different companies. Furthermore, there were a ton of hidden fees they didn't warn me about when I booked the service. Lastly, a lot of my stuff was damaged and they are forcing one of the contracted companies to compensate me and they aren't held accountable at all. I'm incredibly disappointed and would like to report them mostly for lying about not being a broker.

  Business Response

  Date: 03/21/2023

  *** is making false claims in her complaint and our request is that is is removed. Allegiance Van Lines is not a broker. We are a carrier, as you can confirm on the *** website. She was also never told that it would not be contracted out, as we would never say that, no honest company would. There are times where something may happen with a vehicle or a person on site and the way to service the client would be to use another carrier, who is licensed and insured or to use a truck from a different carrier, if we find that the one we have on site will not be able to assist with the space that a customer told us vs what there is. We make every attempt to assist the customer with our own team and truck, but the signed contract and estimate are truthful and state that we reserve the right to use another truck. No one "forces" a contracted company to be held accountable, that is the way it works. If the contracted company makes any error, their insurance and claims coverage takes care of that. It is not a policy specific to Allegiance Van Lines, it is a policy thorughout the industry, as that is what most insurance and claims companies require. We kindly request that the incorrect information be corrected on this claim so that misinformation is not out there, affecting our business. Please see the attachements for back up of our information that the client was made fully aware of all scenarios. Also please see the licensing snapshot from the *** so that the incorrect complaint of usnot being a carrier can be ammended or removed all together.

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19552043
  
  I am rejecting this response because I was told that since the business was a carrier and had its own fleet, my move wouldn't be contracted out to other brokers and it was twice. This is my first time ever using movers and I'm just very disappointed. Of course a lot of my stuff is damaged and I'm getting the most minimal compensation for that. I'm disappointed in the industry as a whole and the customer service of this business. I do not see a resolution for me as the consumer; as in many instances, no one cares about the consumer. I just wanted to share this bit and the case can be closed.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/29/2023

  ***, We apologize for any misunderstanding, but our contract is clear regarding the possibility of another partner carrier assisting with the move. While we try to avoid it, there are times where it happens and that is why we provided the documents in the prior response that clearly outlined it. We understand being upset by any damage and that is why all carriers we use are required to carry the same insurance as we do. The per lb range for coverage is also outlined in the previous documents. Once again, we apologize for the misunderstanding. 

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I don't see the conversation going anywhere productive and don't wish to continue further.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/02/2023

  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 needed a moving company from ** to GA. I contacted Allegiance Van Lines for this movement. The initial estimate to move all my goods was $2,600, for which I made an initial deposit of $945 via Zelle. As soon as they got the money, every agreement changed.What they told me before I made the initial deposit is the opposite of what they told me after I committed myself to an initial deposit. They now brought a new estimate in the amount of $3700 the same day after the initial deposit. I told them I cannot pay this amount so they should refund my deposit, to look for a cheaper company. They said they will not refund my money. This all happened the same day I made the deposit. The initial document I sign before the initial deposit was altered to now include initial deposit is not refundable. After the initial deposit, they hardly pick up my calls, or a different person will now pick up and be given you excuses. They intentionally underestimated my goods to let me think the price is low. Later they came up with a huge price that I could not afford. They will initially tell you goods will be delivered in 4-5 business days. After my initial deposit, I got to know it can take up to 2 weeks. They never showed up on a moving day and never refunded my money to me as of now.

  Business Response

  Date: 03/23/2023

  We have made every attempt to resolve this issue with Mr. *****. As we discussed, his original estimate was based on the inventory and cubes he provided. Once he detailed his inventory, as you can see in the print out, the cubic footage and article items were updated to reflect the amount. As we explained, he is only paying for space used and the pricing per cubic foot did not change, only the inventory. We did explain, as well as point out the numerous parts of the contract, that he would only pay for the space that he used and that this was based on the inventory he provided us. We also pointed out that he was past the cancellation period and that he could receive credit toward a future move, but that the deposit was non refundable. We are happy to try and resolve this and speak with Mr. *****, but he has denied all action we have tried to take to rectify it. If there is anything else that is needed from us, ***** do not hesitate to request it. I have attached the updated estimate with the latest given inventory and cancellation policy. 

• Initial Complaint

  Date:02/27/2023

  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.

  At the beginning of the business relationship the company was responsive to questions and easily contacted. The troubles began the day of pick-up where they sent a truck that was too small for my goods after I had requested a representative come out and conduct a survey. Additionally I as told that the load that was currently on the truck was over the weight limit for the truck. I was then contacted by the company and told I had to pay an additional $3000 to account for additional space and weight however many of my items that were originally included in the shipment were removed. I was supposed to be contacted the following day by the movers to witness the transfer of my goods from one truck to the other and the load of my items that did not fit on the original truck. I was never contacted again until the original driver called to report that the load was transferred and that the shipment had departed. I called the company to find out what was going on and at that time they informed me the shipment had departed and that I had a remaining balance of over $8000 that needed to be paid. I paid the amount requested and asked for copies of my inventory and an updated contract. None was provided even though the representative said he sent the link. The situation only got worse as the delivery was 2 days later than expected. The driver said I needed to pay an additional $350 for them to unload because of the stairs at my new house. After multiple unanswered attempts and voice messages, I finally contacted someone at the company who thought I was the driver. He stated "We messed up the clients contract but don't tell him." I informed him that I was the client and asked him to clarify what he meant. He then stated that they were working on the situation and would call back. He never called back. I have sent multiple request for invoices, inventories and damage claim forms but have not received any of my requested items. Supporting Emails attached.

  Business Response

  Date: 03/23/2023

  We apologize for any perceived shortcomings during  ****************' move. We have been in close contact with **************** and we believe that this issue and all issues have been resolved, as we have attempted to work alongside him during this time. **************** has been working with a member of our management team and the claims team and if needs any further assistance is needed, he should not hesitate to reach out to **. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19507912
  
  I am rejecting this response because:

     Allegiance still refuses to provide any of the required documents electing only to send me a screenshot of one of their system screens. I have asked for an invoice, damage claim forms, shipment inventory, and basically any form of paperwork that explains or justifies how my shipment which I entered a binding agreement for changed from $8000 to $18000 while the size of my shipment actually decreased from the initial. The only thing they further sent was a new estimate that was generated AFTER the shipment was supposedly delivered. They refuse to provide any of the documents what so ever. I have attached a copy of the email chain as well. The only contact I have had from them is these emails along with a phone call from their financial person. No one has addressed the missing items from my shipment, the fact that the driver never provided any delivery forms and the additional fees that the driver demanded in order for him to deliver the items or the delivery team's failure to complete the assembly of the items that the company disassembled. 

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

  Customer Answer

  Date: 03/27/2023

  Allegiance Vanlines has not taken any of the action that they claim to have done in their response. The only person that has reached out to me is their financial person. I have requested a copy of my invoice that shows what I was charged for and they have not provided it. I have asked for damage claim forms and procedures and they have not provided them or any information regarding processing a claim. I have asked for an inventory of goods but they have not provided any. I have requested weight tickets or anything that would show how much was shipped and they refused to provide them. The only thing that was sent was a re-created unsigned binding agreement that was generated after the partial delivery. I have attached the full email chain depicting the back and forth conversations between Allegiance and I to include where I formally requested arbitration which was also disregarded by the company.

  Business Response

  Date: 03/29/2023

  **************** has requested information and has received it in regards to filing a claim through our 3rd party arbitration and claims service. If there is anything else we are able to assist with, please do not hesitate to reach out. Thank You

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19507912
  
     I am rejecting this response because: Allegiance Vanlines has finally given me the information regarding filing a claim however has still not provided the invoices or inventories that I have requested. They have not even offered any explanation as to why I was not contacted when my goods were transferred from one truck to another or addressed any of the items that I witnessed being loaded on to the truck which mysteriously did not make it on to the second truck. I would not recommend this company to handle any shipments for anyone.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/28/2023

  Please see attachements of our communication. We have attempted.