Complaints

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

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  Allied Van Lines, Inc.

  PO Box 988 Fort Wayne, IN 46801-0988

  
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  Allied Van Lines, Inc.

  1665 Main St Buffalo, NY 14209-1304

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  Allied Van Lines

  1200 Ellis Rd N Ste C Jacksonville, FL 32254-2278

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  Allied Van Lines, Inc.

  2900 Tuxedo Ave West Palm Beach, FL 33405

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  Allied Van Lines, Inc.

  700 Oakmont Lane Westmont, IL 60559

  

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:10/14/2024

  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.

  Similar to other complaints Allied lost 2 of my boxes. After 4 months of only responding when I contacted I found out, by calling once again, that my claim was denied and oops they forgot to send the denial. They said it was up to me to ensure all 200+ items/boxes were accounted for. I was told before I signed an agreement with them that they accounted for every item going into the truck and every item going out. Clearly, that did not happen. I have the paperwork where everything was recorded going into the van but there was no check off done by the company to ensure all items were accounted for coming out. How is a customer expected to know what the packed and delivered when they rush through the unpacking and stand there demanding signature before they leave? Interesting that there were several items delivered to my house that did not belong to me, I called them several times and they never did anything to retrieve them. Items do get misdelivered when they move multiple households in one van, that should be their responsibility after the customer has paid thousands of dollars to a company that promised they would protect and deliver your possessions. This, of course, is after they charged an additional fee for insurance so that a customer is protected in case of their incompetence. When their only response is it is your responsibility to make sure we do the job that you paid us to do it is clear that they do not honor their word. Moving is stressful enough, expecting customers to ensure you do your job in all of that chaos is ridiculous. Just another business that denies and stonewalls until you go away. I originally chose another company and they called me and convinced me that they would handle everything including ensuring my items were delivered, just another business that gets paid upfront and has no accountability on the back end. There is no reason for them to change their deceptive business practices when they have no accountability.

  

  Business Response

  Date: 10/15/2024

  We are very sorry for the frustration and inconvenience the claim settlement has caused the Claimant.

  The Claimant's household goods delivered in May of 2024. At the time of delivery a customer check-off sheet was completed and all items that were tendered to the carrier checked off at the time of delivery. The document is checked that everything was received and the document is signed.

  The Your Rights and Responsibilities When You Move document stresses that it is the customer's responsibility to check their shipment at the time of delivery to ensure all items were received. This document also stresses the importance of not signing the paperwork until they are assured they have received their items. This does not entail going through each carton but checking to ensure all numbered items/cartons are checked as items would not escape the cartons during transport.

  I sincerely apologize that the customer had to make contact numerous times to get the result of the carrier's findings. The adjuster did send a letter dated 9/11/24 with the findings.

   

  Customer Answer

  Date: 10/16/2024

   I am rejecting this response because: I am rejecting this response because: The items that are missing were never checked off by Allied as per their response -  "At the time of delivery a customer check-off sheet was completed and all items that were tendered to the carrier checked off at the time of delivery". Prior to signing the contract I was told that the check off list was created at my old address and all items would be checked off at new address. That did not occur as seen in attachment. The only thing provided on my receipt were the items recorded on the old address. It would have been impossible for them to do any accounting at my new address as they were only at my new location for a few hours and the entire time they were unloading, no paperwork was checked, that occurred in the 5 minutes after they were done unloading and before they left. If, as the claims department stated, it was my responsibility to do the check off then I would have needed the 4 delivery people to stay until I went through well over 200 items (furniture and boxes). That would have taken a lot more time and probably would have cost the company more than my minimal claim. It appears Allied's policy is to deny, deny, deny until the customer gives up. Very poor if not unethical business practices. I am only asking Allied to do the right thing as they promised and compensate for the lost items as they did not do the check off.
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/17/2024

  Again, it is not the responsibility of the Carrier, but the responsibility of the customer to check their shipment. It is not required to go through every box but to ensure all boxes that were tendered to the carrier check off at delivery. Items would not escape the boxes in transit.

  All items tendered to the carrier checked off at delivery and were signed for.

  The position of the claim stands and we are very sorry that there is nothing that can change through this BBB site.

  We are sorry for all the frustration.

  Customer Answer

  Date: 10/17/2024

   I am rejecting this response because:
  
  Once again the carrier did not provide check off until 2 days after demanding sign off. The check off list was not provided at delivery instead was emailed 2 days later. Claiming no responsibility for a delivery you were paid for is unethical and a poor business practice. Take some responsibility!
  
  
  

• Initial Complaint

  Date:10/09/2024

  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.

  move dates: 4/3/24-7/10/24 I paid $1400 for FULL insurance coverage up to $125,000 My item was damaged while in possession/storage of the carrier I have pictures, emails from experts in the field and the store where I purchased the item confirming the damage.I have proof of the damage, proof that it cannot be repaired, proof that it needs to be replaced and admittance of fault by the carrier by already paying me the cost I paid for the item.The insurance I purchased CLEARLY states if the item cannot be repaired it is to be replaced. The carrier only reimbursed me for the cost I paid. The cost to replace today is almost $47,000. I am still due $29,100. Their reason for not honoring what the insurance policy states is because "it is too excessive and unwarranted." The cost to replace is clearly noted as almost $47,000 on the website. I asked to go to arbitration but they declined. Now I am forced to file a lawsuit. What kind of business is this? Have me pay for FULL coverage but only cover the cost I paid instead of FULL cost to replace like the insurance policy states?

  

  Business Response

  Date: 10/10/2024

  Our sincere apologies for all the frustration and inconvenience this damage claim has caused the Claimant.

  The Carrier does not sell insurance, nor is there a policy that guarantees coverage. The Carrier sells valuation coverage which is coverage for proven loss and damage. In this instance the 14 year old rug was in possession of the carrier for a very limited time and this cannot be determined that any moth damage occurred while in possession of the Carrier. The Carrier did authorize a cleaning of the rug for the soilage.

  Again, we are very sorry for the frustration regarding the claim settlement.

  Customer Answer

  Date: 10/10/2024

  I listed my rug on the expensive items list. I said the cost to replace it was over $40,000. The carrier chose to ignore this by not inspecting the rug first and then NOT wrapping it knowing it was going into a NON climate controlled storage for an extended period of time. The rug stayed in a NON climate controlled storage for 3 months. That's plenty of time for moths to lay their eggs, their eggs hatch, and then their larvae eat through the rug. There are plenty of articles/studies confirming this on the internet. The policy CLEARLY states that if the item cannot be repaired then the carrier is to provide FULL REPLACEMENT VALUE PROTECTION as long as the item was listed ahead of time on the high value items list. The carrier crated a painting that was on the list. So why wouldn't the carrier offer to wrap the rug when it was clearly listed on the high value list? The policy CLEARLY states the carrier needs to pay for the cost to REPLACE the item. That cost is much higher than what I paid. The carrier is admitting fault but refuses to follow what the FULL REPLACEMENT VALUE PROTECTION plan clearly states. Finally, the carrier says the moth damage could have been there before and that there is no evidence it occurred in possession of the carrier/in storage. This is also false and impossible because I had a cleaning person come to my home (which is climate controlled), vacuum and clean the rug twice a week. This means it is literally impossible for moths to have time to lay their eggs, for their eggs to hatch and their larvae eat the rug when the rug is being cleaned twice a week. I have the receipts for these bi-weekly cleanings as well. I ask that the carrier honor the FULL REPLACEMENT VALUE PROTECTION PLAN, that they assume responsibility for the damage done to my rug after I have proved the only place this damage could have occurred was while in the carrier's possession in a NON climate controlled storage.

   

  
  

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because: I wanted to add the following. The carrier's response doesn't address the issue at hand. I paid for FULL VALUE REPLACEMENT PROTECTION. This means I am to be reimbursed the FULL VALUE to replace the item today, not 14 years ago. The carrier only paid me the cost I paid for the item. They are admitting fault by doing this but are not honoring what the FULL VALUE REPLACEMENT PROTECTION PLAN I purchased states. I am still owed $29,100. If the carrier doesn't honor what is clearly stated in the FULL VALUE REPLACEMENT PROTECTION PLAN then I have no choice than to file a lawsuit against the carrier. I asked for arbitration but they declined. I'm trying to resolve this amicably but they are not cooperating.
  
  
  

• Initial Complaint

  Date:09/30/2024

  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 had 4 items damaged during my move. TV, dining chair, trash can, clothes dryer. I sent pictures of the items and discarded the items after I sent them. Allied wanted the numbers from the red tags, but they had been in boxes and those boxes were gone. Then they wanted new pictures, but I had already discarded the items. The main issue though, is that I paid based on an estimate of ****** pounds. My contract stated that it would be adjusted down if I did not have that much weight. The final weigh in came in at ****** pounds. They have yet to send me a refund for the additional monies I have spent. They said it was being audited, but that was over three months now.

• Initial Complaint

  Date:09/18/2024

  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.

  First signed a contract of $3,900 to move from my apartment to a house in ******* and we selected dates that would match my closing date on the house. I could not move my stuff directly I chose to have my items stored in a warehouse-an extra cost. A few weeks after signing my contract I found out my closing date on my house changed so I called to see if I could change the moving dates too. They made me sign a new contract, and the price had changed by another $1,000 to now $4,900 (red flag #1). When my shipment finally did arrive at my new house all boxes were smashed, warped, and damaged. I purchased brand new boxes from ********** to pack up for my move and there was no way that they should have looked they did upon arrival. I also had a missing item, multiple damaged items in and outside of the boxes, and significant water damage on my bed (RF#2). The driver had me fill out paperwork to note all the damage and missing item and told me that with the "insurance" I purchase on my load that it would be no problem filing with the claims department in the next few days. He also told me that If I unpacked my boxes in the time of the unload he would dispose of them for me (in hind-site I see he was trying to hide the damage done). After the move I had to call my moving coordinator multiple times just to get access to the online portal to file the claim, many of these phone calls consisted of her complaining of other employees (I heard her yelling at one) and customers (RF#3). I filed my claim at the beginning of July and finally received word back middle of September (RF #4) where I was told my claim was not valid due to no paperwork being filed from the driver to document the damage. At this point I want reimbursement for the move which would also cover the damage and missing items (I sent in picture evidence to the claims department). I also was informed that the extra "valuation" doesn't give me anything - so allied is in the business of selling fraud insurance?

  

  Business Response

  Date: 09/18/2024

  We are sorry to learn of the customer's issues.  We are not finding a shipment registered under that name.  If the customer would provide their registration number and the name of the agency with whom they set up their move, we will research their concerns for them.

• Initial Complaint

  Date:09/16/2024

  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.

  The moving company Allied Van Lines (along with the broker ****** Allied) has lost about $3625 worth of items on the move, what I estimate to be in about 2 moving boxes and possible lose items. I have contacted the moving company, but they have denied the entire claim. At the origin city, the boxes were packed by the moving company, and it was loaded onto a semi truck with 2 other shipments (as told by the driver.) At the destination, what arrived was a much smaller truck, because the driver said the bigger truck would not have fit into our street, so they had to move all of our items into the smaller truck. On the day of unloading, there were 2 movers plus the driver. I was given a check off sheet, and was told to check off the box numbers as they were yelled out by the movers. (I did not get to see most of the box numbers because they were verbally communicated to me by the movers.) Towards the end of the move, I noticed two large boxes that looked different from the other boxes, and uppon closer inspection at the items listed on the box, I realized those boxes did not belong to us, so I brought this up to the driver, and they brought it back out. However, at this point, I had already checked off those box numbers, and due to the chaos of the day and the heat, I forgot to uncheck those boxes before they took them back. At he the end of unloading, the driver asked me to sign the form that confirms everything was delivered based on the checkboxes. I brouught up the concern about the two boxes from earlier, and how we were still missing those two box numbers. However, he reassured us that everything was delivered, and those two box numbers never existed for our move. And he also reassured us that even after we sign the form, we can always file a claim after if there are missing items. I had no reason not to believe him, and felt the pressure to sign the form there, and deal with potential missing items after.

  

  Business Response

  Date: 09/19/2024

  We are very sorry for the frustration the claimant is experiencing with the claim settlement.

  The claims staff will be directed to look into this and check with the parties involved to see if any new information can be provided.

  Unfortunately, with all items checked off and the paperwork all signed as all received that is reason for denial as it is up to the customer to complete this process accurately.

  Again, the claims staff will check into this and if any changes can be made they will get in touch with the claimant.

   

  Customer Answer

  Date: 09/19/2024

   I am rejecting this response because:
  
  As I have previous mentioned, we were misled to sign the checklist at the end of the move by the driver, even after bringing up the concern about the potential missing boxes. The driver told us that those boxes were never packed, and that we should sign the paper. He told us that we can always make a claim after we unpack if we have missing items. 

  

  Business Response

  Date: 09/20/2024

  Unfortunately, this cannot be resolved through the BBB website.

  The claimant is welcome to ask for the claims team for a review of the denial and provide any information/substantiation that may change the position of the case.

  In reaching out, the driver had a different story and with this being a "he say" "she say" situation we must revert to paperwork which is all signed as all goods being received.

  We apologize for the frustration and any inconvenience this has caused.

  Customer Answer

  Date: 09/20/2024

   I am rejecting this response because:
  
  There's no further information other than the fact that we had these items before the move and now they're gone. Has the business tried to reach out tto the owner of the boxes that were moved into our house on the move day? (If we haven't sent back those boxes, those owners would also be missing two boxes).

  If this is the way Allied Van Lines conducts business, then they should allocate time during the unloading process so the clients can unpack every single box to make sure nothing is misisng, and not be misled to sign the paperwork that relieves the company of all responsibility. 

• Initial Complaint

  Date:09/05/2024

  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.

  ******* moving company through Allied Van Lines packed and moved me on August 27th and 28th. AL-****** is the file number on my move. As there were a few hiccups that arose, I chalked those up to moving as I have done many times, However, there has been fraudulent activity that I have now patiently expressed to both ******* and Allied with no resolution or resolution date. I have expressed this issue with the mover, my moving coordinator, another customer support person at ******* and a customer support person with ********************. All have told me they will look into it. I was charged $624.37 for a shuttle service which is when the movers use a smaller truck to pack your items and then transport the items to a bigger truck before delivery. A different truck was not used, my items were never moved one truck to another and this was verified by my coordinator ******* with the packer/driver himself. I have had to reach out and ask about this a number of times and all I'm told is they're looking into. It has now been over a week and I have no resolution. They are scam artists, they charged me for something that wasn't used - this is fraudulent and I will be disputing the move with my ********** as well. I am writing this review so other movers can know about the fraudulent activity this company partakes in.

  

  Business Response

  Date: 09/05/2024

  We are very sorry for the frustration this is causing the claimant and can assure you there is absolutely no fraudulent activity going on with this situation.

  The shipment just delivered quite recently.  After delivery all paperwork is forwarded to accounting for a final audit of actual charges.  This can take up to 6-9 weeks depending on the circumstances and how quickly the paperwork is forwarded.

  In notes it is confirmed there was no shuttle used and customer service is working toward a refund to the customer. This just takes some time.

  Again, we apologize for all the frustration and any inconvenience this is causing.

  Thank you.

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because: charging someone for something that wasn't used and it was clear it wasn't going to be used since the day of pickup and then telling the customer it can take up to 9 weeks to resolve when there shouldn't have been a charge to begin with sounds extremely fraudulent and shady to me and it would to most consumers that were charged this much for no reason! What exactly would you call that then? I won't resolve this complaint until I receive the funds that were fraudulently charged on my CC. Also, a week after delivery doesn't seem too recent to be concerned about a fraudulent charge if you ask me or any other consumer. Also the 6 to 9 weeks after delivery was never shared with me, I was given the runaround and ignored. 
  
  
  

  

  Business Response

  Date: 09/06/2024

  Again, this refund is in the works. There is nothing that can be accomplished in this BBB site regarding this refund.

  The claimant should keep in contact with customer service if they wish to have specific dates.

  Thanks you and again we are sorry for any inconvenience this may have caused.

• Initial Complaint

  Date:08/30/2024

  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.

  My contract was for July 17, 2024 move w/ ********************************************* Four days prior to move date of 7/17/24, ****@ ****, contacted me and requested a date change. I informed her I was unable to affect such a change. I hired ***************************** ******, I have a written contract with **** moving. They sold my contract to North American, they sold contract to ****** moving company of Indiana. They showed up short staffed with a very small truck. Items had to be left behind. It cost me almost $8400. I have many damages. I moved from ***** to *****. Allied Van Lines left me hanging with zero response or resolution other than claim forms for damaged items which they charged me $700 for the insurance. 7/17/24 two men showed with a 26ft truck and informed me were short staffed and this would be a rough process. I informed ***************************, she assured the drivers are trained for this. She also told me this would take 8 hours. It took 12 hours. My home was a mess and the new owners were coming first thing to obtain the keys and take possession of the home. It was after business hours to contact anyone at Rose ****** and I had to have everything out of the home early the next day. I was in panic mode. I called and arranged for a friend from an hours drive away to come the following morning and remove the excess belongings left behind. I had to be in ** the very next morning to sign legal documents for my rental property. There was not physical time or physical strength or emotional stamina to do anything but give my belongings away. This was a huge financial loss to me. When I spoke with Darraill at Allied Van Lines **************** **********************, he advised me to comprise a list of what I had to leave, but no one has responded. Darraill from corporate informed me once I hired them it wasn't my business who they sent to move me or how many trucks or how long. I am so overwhelmed with this. I need help. Im disabled, 61 & have financial loss.

  Customer Answer

  Date: 09/03/2024

  Billing Adjustment

  

  Business Response

  Date: 09/10/2024

  We are very sorry for the difficulties that the customer has experienced.  **** ****** had planned to load and deliver their shipment, but shortly before the scheduled load date the driver and his truck were in an accident and were unavailable.  That is why the agent asked if an earlier load would be possible - they had a driver who was available then to load but he was unable to wait until the scheduled load date because of prior assigned shipments.  The customer was unable to accept an earlier date for loading.  **** did not "sell" her contract to North American Van Lanes and ******.  Allied and North American are sister companies, and both are planned out of their central operations locations.  The brands cover shipments for each other when necessary.  The truck that was dispatched was the only one that was available at that time.  The customer was not told that it was "none of her business" who was assigned to her shipment, but the terms and conditions on the back of the Bill of Lading, signed by the customer, indicate in Section 2 that the carrier is not bound to transport under any particular means or vehicle.  The crew tried to load everything but the vehicle did not have enough space.  The customer states that a friend loaded the remaining items in their truck, and then she gave them away since no one could load them.  Her items were loaded on a Wednesday, had the customer contacted Rose ****** or ********************** corporate office the next day, arrangements could have been made to obtain the items from the friend and hold them for an over-the-road hauler.  The customer did not call the ******************** corporate office until July 31, a full 2 weeks after the load date.  Allied would have worked with her to find a solution if they had been notified of the issue.  We do apologize that the customer was disappointed with the service that she received.

  Customer Answer

  Date: 09/11/2024

   I am rejecting this response because: I never had contact from Allied, I was only contacted by ******************** I was moving from ** to **. Thats not easy to change in 4 days. I explained the driver took 12 hours to load and Rose ****** was closed when he finished. The moving coordinator from **** facilitated the move from beginning to end. I turned keys over to new home ownership the very next morning & I couldnt wait for Allied. I had to be out & in ** to sign for my home. Allied & Rose messed up period. The Allied *** did tell me it was none of my business how they facilitated my move. I am contacting the President of Allied. Thank you.
  
  
  

  

  Business Response

  Date: 09/12/2024

  We are sorry for the difficulties that the customer experienced.  Rose ****** is an agent of Allied Van Lines.  Since the customer had stated that a friend loaded her items that were left behind, had either Rose ****** or Allied been notified the next day, which was a week day, arrangements could have been made to load the items from that friend and deliver them to the customer.  Unfortunately, we were not given the opportunity to provide that assistance.  Since the customer did not contact the customer service department  for two weeks after load, and after she had given away her items, there was no chance to recover.
  
  If the original driver had been able to load he would have done so; the accident in which he was involved made that impossible.  The agent did all that they could to arrange loading services for the customer.

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because: I did notify ***************************, the assigned coordinator regarding my circumstances the following day, at that time she made no suggestions. Once I reached ** she offered shipping items which had already been distributed to others. I have email correspondence (several) to prove there was not a two week gap in communication. When **** Moving and Storage promised to update me and then ghosted me, I reached out to the customer service department at **********************. I am formally requesting to speak with the President of Allied Van Lines regarding the situation and the receiving end of customer service and support. This is beyond desirable financial reimbursement, its an integral and human decency issue. This is the 3rd request to speak with the President. Thank you. ****************************************

   
  
  

  
  

  

  Business Response

  Date: 09/13/2024

  This complaint was directed to the Assistant of the President and that is who has been responding. The CEO will not become directly involved in this type of situation as that is our function here.

  Again we are very sorry for the circumstances surrounding the relocation. The van lines would have handled the situation and picked up the items left behind as an overflow. Although we know this isn't ideal it does happen and the van lines does step in to take care of it. In this case the goods had already been picked up by someone and apparently given away or disposed of whatever the customer chose to do.

  Although we wish things would have happened differently we are unable to go back and change what has happened. 

  We sincerely apologize for all the frustration and inconvenience this has caused but there is nothing further than can be adjusted/corrected through this BBB site.

  Thank you

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because: **************** representative ******* at ********************* asked me to provide a list of what was left behind as did Faith from ******************** What part of, it took the movers 12 hours due to being short of help to load the truck and I had to have my home empty to turn over keys to the new owner the very next day(morning ) do you not realize? It was after business hours & before business hours. Initially **** did not offer me an over flow until I was in **. The driver showed with an employee that had been fired. They roughly handled my items & I sustained damages and enormous stress. Forget the money, I want BBB to list this as a negative review and event because it should not have happened and I have been called a liar, had my word disparaged and treated horribly by Allied. I have several emails from onset to date to support my claims. Its shameful. I am a post brain & liver surgery survivor. I hired movers because I physically needed help. I have been abused.

  Disappointed,

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

   

  
  

  

  Business Response

  Date: 09/13/2024

  We are not lying or denying there were issues. However, we cannot go back and change things. It is unfortunate but we are unable to provide any resolution through this BBB site.

   

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because: To have a BBB accreditation you are held to a high standard of operating and conduct. Poor service is listed for public awareness and I am requesting the BBB publish awareness of my experience with Allied Van Lines. I am a very blessed woman. I can survive without Allied refunding me money, however, other innocent consumers should be made aware. God bless you, have a blessed weekend and may you never experience what was done to me.

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

  
  

• Initial Complaint

  Date:08/30/2024

  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 moved from *********, ** to *********, **. I had multiple pieces of furniture and boxes stacked in a garage because of spacing for storage. The truck space was shared with several other (maybe 3-4) other stops it was making. I believe a few items were inadvertently dropped off at another location amounting to about $600 in lost items. They stated I had 9 months to file a claim and I paid for "full replacement value" when I paid my feel. I have filed the claim within 4 months after going through each box and they denied paying me for what they lost. They stated because I signed for it at the time, I should have stopped and looked through everything. I seek a full refund of all fees since they breached the agreement and refuse to honor the 9 months and full replacement value.

  Customer Answer

  Date: 09/03/2024

  Good morning!  The resolution that I am looking for is for them to honor the insurance that I purchased for full value of my assets moved and reimburse me FMV of the items that I claimed on my form attached.  I don't agree with the denial which placed the burden of me reviewing over 100 items delivered at the time of delivery.  I think that is unrealistic especially when I was told that I had 9 months to file claims.

  Thank you.

  

  Business Response

  Date: 09/03/2024

  We are very sorry for the frustration and any inconvenience this claim settlement has caused.

  At the time of delivery it is up to the customer to check off each item listed on the inventory that was tendered to the carrier to ensure receipt of all goods. It is never expected a customer open the cartons looking for contents because if all boxes tendered to the carrier are received at destination there is no way for an item to escape the cartons during transport.

  There was no documentation of any missing items or cartons at the time of delivery into the customer's home/garage.

  When the claim was received a full trace was performed which meant checking with other customers on board the same truck and nothing belonging to the customer was located.

  We are unable to honor the request for a full refund of any/all fees as we are a carrier that is federally regulated and it is forbidden. 

  No agreement was breached. The contract with the carrier is to transport your household goods from origin to destination and that service was performed.

  We did not refuse to honor the 9 month deadline. The customer definitely has 9 months to file a claim but that does not guarantee acceptance of liability as in this case.

   

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because: I believe the vendor doesn't understand that the delivery men would have to expect to spend nights and days awaiting the review of all of the items.  Because these items were packed by the vendor, the expectation is the items were in the boxes.  My truck shared delivery with at least 3 other deliveries.  If the expectation is that everything is checked, then delivery drivers would have to stay days in the location where the delivery was made.  That seems unrealistic and unknown to those who hire Allied to travel across multiple states.

  I won't accept this as an explanation and find it unreasonable expectation.  I think if that were the case, your delivery drivers shouldn't mention to people they can't leave until you sign it and basically forcing customers to sign for things before everything is fully checked.  Allied has responsibility in not expecting signatures.  I bought insurance to cover loss otherwise, the insurance is also an expense that is sold on the idea that everything is being covered.

  It's deceptive for delivery drivers to hold customers hostage to sign and selling insurance that they deny because your driver wouldn't leave my house without a signature.  They force you to sign or they won't leave.  I think this should be a wider investigation of deceptive practice and how many others get their claims denied because delivery drivers won't leave without a signature.

  I want my claim paid.  Allied lost my stuff by probably delivering it to one of the other locations since mine was the last stop.  

   

  
  

  

  Business Response

  Date: 09/03/2024

  Again we apologize for all the frustration.

  There is no deceptive behavior with this claim settlement.

  The movers absolutely would not have to stay for nights and days going through the boxes. Again, it is the customer responsibility to ensure all items deliver. Once the shipment is packed up it is up to the customer to ensure everything was packed for tender to the carrier. If 50 items were listed as tendered to the carrier on the inventory it would be up to the customer to ensure 50 items are received at delivery. This does not take days to complete. The bottom of every inventory page has a statement "Important, we have checked all items listed and numbered and acknowledge this is a true and complete list of goods tendered & of the state of the goods received. Before signing: check shipment, count items & describe loss or damage in space on the right. Nothing was documented and therefore all items received as acknowledged by the customer signature.

  The Carrier does not sell insurance as we are not an insurance company. The carrier provides an option of valuation coverage which is the carrier liability for proven loss or damage. There is no proven loss.

  Again, customers who had their goods on the same truck were contacted and there was nothing received by them belonging to this customer.

  The carrier is unable to change their position as there is no proven loss for them to accept liability for.

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because: there is a deceptive practice because your delivery drivers will not leave unless it is signed and when you have 4 large men standing there wanting to return to ******* (a 8 hour trip home) they are basically forcing you to sign.  If this is how moving companies operate, it should be investigated as a criminal extortion to intimidate customers to signing before it is all reviewed.  I'm one person standing with 4 large delivery men in my house alone.  If I didn't sign, they wouldn't have left.
  
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  We paid Allied Van Lines to move us from ***** to ********. They picked our household goods up on 18 Jul 24 and was supposed to deliver it NLT 30 Jul 24. It arrived extremely late with missing items and a lot of damage. First, because they couldn't find a truck driver, they put it on a train without telling us until we pushed the issue. Where that's allowed, they just told us it was on the way. When they finally admitted it, we were told it was in ******* and wouldn't be at our house until 6 Aug 24. After requesting escalation, they claimed it made it to the VA on 29 Jul 24, but then blamed the railyard for not off loading the train so everything arrived on 6 Aug 24 as we were originally told. From our perspective, we feel like we were just lied to from the time they couldn't get a truck driver. Additionally, the driver in ***** said they don't check items off the list as it's loaded and items were just thrown into the truck in ******** and brought to our house. In the end things are missing and there is excessive damage. This was our worst move ever. They were not willing to spend the extra funds to get the items here either on time or sooner. The impact on my family, especially our kids was unacceptable. We had to live without our property for a week and all they could say was fill out a claim form. Even if we are reimbursed, living without our property is unacceptable when there wasn't a natural disaster, etc... We even had to live through an extended power outage and had to get emergency supplies that was in our property. With every issue, their answer was the same, fill out paperwork. The unacceptable delay also impacted our daughters as they were trying to prepare for their new school that was starting in 2 weeks. Bottom line is that their incompetence and unwillingness to do what was needed regardless of the cost to them proves all they care about is profit. The impact on our family can't be measured. Everyday after we were told about the delay was just lies. 

  Customer Answer

  Date: 08/28/2024

  So I went to the link at the bottom of an e-mail from Allied which took me to a site and the Contact Us gave me:

   

  Allied Van Lines, Inc.
  ******************
  **************************

   

  On the Bill ** Lading it's:

   

  ALLIED VAN LINES BILL OF LADING USDOT NO 076235/MC 15735, 

  Allied Van Lines, Inc. 

  ********************** 

  ***************, IN ***** ************

   

  And... I will also say Allied's Agent was ******* Worldwide Moving

  ****************************************;

  *******, WA 99224 

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

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

   

  

  Business Response

  Date: 08/28/2024

  On behalf of Allied Van Lines, our sincere apology for all the frustration and inconvenience this delay in delivery has caused you and the lack of communication. It is never the intention of the carrier to have a delay in delivery as this is not a pleasant situation for all parties involved. Unfortunately, it happens and we are sorry your shipment had to be the one. Although you book the move several months out it is not possible to schedule a driver that far out as drivers are routing all over continuously and things happen that are not anticipated. Sometimes there are breakdowns, sometimes the previous customer took more than expected leaving no room on the truck. For various reasons the Carrier is left to find a last minute change of plan. Those change of plans may involve a third party to transport the shipment if the carrier has no driver in the area. The statement that the carrier was not willing to spend the extra funds is untrue as the cost for a third party to transport the goods many times is more than the carrier would be willing to pay. The Carrier does provide delay compensation per the contract. By executing the Bill of Lading and accepting services from the carrier, you as the customer have agreed to all terms and conditions per the *************************** of lading and tariff.

  We understand this may be inconvenient but a claim must be filed for damages and go through the claim settlement process as well.

  I'm sure it seemed as if what you were being told was nothing but lies but there is no reason or intention to lie.

  The demand for a full refund is not possible. As a Federally regulated carrier, we are prohibited by statute from doing so.
  

  Again, we are truly sorry this has happened but do hope you are getting comfortably settled in your new location.

   

  Customer Answer

  Date: 09/02/2024

  I am rejecting this response because first, they did not respond to all of our requests and second, they provided the same "We're sorry but you just have to deal" response that they have given from day one. 1) Where I understand that you can't schedule a driver months out, you should have a driver scheduled 2-3 weeks out and have a backup ready if necessary. That is just simple and basic project management. 2) I realize that the third party, especially on the fly is most likely more than the original cost, but they are missing my point. My point is that once they switched to the train option, they were not willing to pay additional costs to get it sooner from ******* or pay to have a crew in ********** VA on standby to deliver our household goods as soon as they arrived at the local office in ************** 3) You never responded to by first request to pay my "Delayed Claim" now. You are just content to let it sit on someone's desk instead of the person with the proper authority saying, pay this now. 4) There is reason to lie. The *** says that they are not responsible for issues outside of their control. Therefore, by saying it arrived in VA on 29 Jul and then claiming that the Railyard was unresponsive, then they can claim they missed the 30 Jul date because of external factors. 5) The demand for a full refund is definitely possible. It does not matter if you are a Federally Regulated Carrier. The law is vague and does not specifically state what you have to pay, but it doesn't prohibit you from doing so. If you think it does, please provide the complete reference. 7) the additional $16K, which they did not respond to is that they were egregiously late which was compounded by the extensive damage which can be paid as well. This can be done either voluntarily by Allied or through the appropriate legal action. It's just depends if Allied wants to do it the easy way or the hard way.

   

  
  

  

  Business Response

  Date: 09/03/2024

  It can be difficult to understand the logistics surrounding transportation but trust that the Carrier had no intention of being late and has no reason to lie about it.

  Unfortunately your requests are not possible as indicated in the first response and we are truly sorry that your shipment was delayed.

  The refund nor the additional $16K are not a possibility and there is nothing further that can be pursued through this BBB site.

  Thank you.

  Customer Answer

  Date: 09/07/2024

   I am rejecting this response because:

  1. Where I realize Allied wants to deliver on time, I also know that once our household goods were put on a train, there was no intention to ever deliver before 6 Aug 24.

  2. Where I realize compensation through the BBB is limited, there are other avenues when the carrier, in this case Allied, decides to play hardball.

  3. Additionally, I request that the BBB reduce Allied's BBB rating to a "D".

  Sincerely,

   

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

  
  

• Initial Complaint

  Date:07/30/2024

  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.

  Our home was packed and moved from ** to **. When the driver set up our king *** in ** he failed to do it properly. He did not attach the 8 legs on the *** and the entire wooden *** frame and slots is damaged due to sloppy careless assembly. We are now sleeping on the floor and are very upset. We filed a claim and need someone to contact us ASAP for a reimbursement. In addition my sons name bench is missing a letter ($71 value) and a **** cooking pot made in ******* was smashed ($90). Lots of other items were damaged but these are the main ones with a HIGH propriety to get the *** situation sorted out.

  

  Business Response

  Date: 07/30/2024

  We are very sorry for any inconvenience this has caused the customer.

  The claim was just received yesterday and the adjuster has been asked to reach out and get an inspector assigned as a rush assignment.

  Again we apologize and the adjuster is aware and will get to work on the claim

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because:

   

  no one is answering email or phone calls about this matter. We have been assigned a claims person - ******. My bed was delivered on July 23rd. We are sleeping on the FlOOR!!! I can understand waiting this long for funds for a new tv or chair but this is a BED. You would not want to sleep on the floor let alone this amount of time. We can not wait or be ignored much longer. Sending it for repair after this amount of time has passed is unacceptable. We could have purchased and had a new bed set up in the time we have wasted. My husband is in constant pain as he had back surgery and the floor is worsening symptoms. Very inconsiderate to make us wait this long with no resolution. I also need money to replace my sons name bench $71 and a **** cooking pot $89 (plus tax for both) if we do not receive a response we are taking matters a step further. 
  
  

  
  

  

  Business Response

  Date: 08/02/2024

  Again, we are truly sorry for the frustration and inconvenience.

  Claims is working for an ASAP resolution. Please check your emails.

  The claims department is in touch and will work toward a speedy resolution.