Complaints

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:09/05/2023

  Type:Service or Repair 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.

  As of 9/5/23. Not only are our things a week late, it seems a complete disregard of our personal belongings has taken place. Only half of our things had inventory stickers. We were both assured that when our the trucks went back to the warehouse they would get inventoried and labeled. That never happened. These boxes were meant for moving, not for sitting in storage for that length of time. If things had been delivered in a timely manner the boxes wouldn't have had time to settle and crush. Not all our stuff fit in the truck so they are drop shipping it to a local mover, No list of items was supplied, I have a picture, but difficult to tell all that is there. Damaged items: * There was one case of wine that was packed, cushioned and labeled which side to store upright, was stored upside down. A $200 bottle of wine has broken and soaked other boxes. * This box also crushed another box that was labeled plastic bottles. A plastic Brita pitcher has been broken. *Our hand truck was used by their movers and was never put on the truck as belong to us. * My stained glass lamp box has been crushed and has some damage. We had pillows inside and out, bubble wrap, and 2 comforters wrapped around it. Extra Fragile written all over it. *Missing 1 box of crystals glasses marked fragile *My Franciscan Apple ***** boxes have been crushed, clearly heavier boxes have been stored on top of fragile boxes. Nothing was broken that I can tell yet. *The drawers under my bed, were not moved appropriately and installed incorrectly. I can't use the top drawer of my tall dress because it was installed incorrectly. All the drawers in the long dresser were also installed incorrectly.I feel I am being brushed off by Peasley ******************************* entire team, "just fill out the forms," I am being told. Do all the work myself, since they screwed up. I feel completely violated. It is like this is purposeful. This is such a major catastrophe, they should refund this entire expense.

  

  Business Response

  Date: 09/07/2023

  We are in receipt of the complaint filed with the BBB regarding the interstate household shipment for this consumer. We acknowledge and apologize that several challenges did indeed arise with this shipment.  These include a crash of the computer used to create an inventory of belongings at origin, a missed instruction to complete that inventory at our warehouse, a trailer capacity issue that limited our ability to load all of the consumers goods on the originally assigned trailer, and an unexpected mechanical failure that delayed the original delivery. 
  
  Every possible effort is being made to ensure the entirety of the remaining items are delivered in a timely manner and we have remained in regular communication with the consumer in this regard.  Other steps being taken are; we have contacted a local agent at destination to properly reinstall the furniture items which werent installed initially in a satisfactory manner, and we are glad to assist the consumer with the proper filing of a claim with Allied Van Lines for those belongings that sustained transit damage in accordance with the valuation level they chose. It must be noted that the Allied Van Lines damage claim process is quite formalized and does involve completing some documentation on the Allied website. This is the same process every consumer must follow in the event of a damage claim .While we wish there were a simpler, less time-consuming method for filing a damage claim, that is beyond our scope of control as the contractual relationship and liability is between the consumer and Allied Van Lines. We certainly dont want the consumer to feel we are brushing her off in any regard, but simply providing a full refund of payment is not an option as services have been rendered. The tariff regulating the transportation of household goods and the bill of lading agreed to by both consumer and carrier, have specific procedures for addressing any/all service delivery shortcomings during a move. We abide by those regulations and will continue to do everything possible to produce a satisfactory resolution.

  Customer Answer

  Date: 09/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me, as 2 items damaged were unreplaceable.

  I have been in contact with the moving coordinator who has notified me that the remaining items will be delivered this Wednesday 9/15. At that time they will be attempting to re-install and fix the drawers of the bedroom set and other items possible. 
  
  Sincerely,
  
  *************************