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Business Profile

Moving Companies

Allied Van Lines, Inc.

Complaints

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

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Allied Van Lines, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 77 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/14/2023

      Type:Delivery 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 had hired Allied Van Lines - Move Number ****** - for moving my household goods from ************ to ******, **.The delivery truck came on Sunday, 07/30/2023.My good were damaged and some of the goods were not delivered. I had filed a claim with them and the claim adjuster is **********************There are major items that were not delivered 1) Dining Table 2) 7ftx7ft customer mattress (only bed frame was delivered while mattress was not delivered)3) ************** 4) Mobile Rolling Desk 5) and 6) - Two boxes - one containing my home office goods and the other containing my garage tools On the day of the delivery, the driver arrived with 4 more people (thugs really) - they just started ******* into putting everything at once without giving me any time or consideration to take inventory of the goods. My wife was just talking care of our 6-year old daughter while those thugs were running around the house. The driver told me that he remembered that he had seen the mattress, dining table and the rolling desk at the warehouse and he would bring it to me latest by Thursday. He had called me the next day (Monday 7/31) from the warehouse first by a phone call and then switched over to FaceTime video showing some random mattress and I said no that was not my mattress. I have call log that shows the driver's call to me on 7/31 - his phone number **************. After that day, I tried calling him up multiple times but then he simply ghosted me. I had noted this down on the delivery document to the driver as well on the missing things and the fact that he called me the next day to show me if he found my stuff clearly shows that it was his fault.I would like the reimbursement of all the missing items - the driver and his thugs gave absolutely no opportunity for me to take inventory. I would like this issue to be investigated further - I am happy to host investigators to come and look around my new home to witness all the missing items.

      Business Response

      Date: 11/16/2023

      We are very sorry for the difficulties that the customer has reported regarding his claim.  He may request a review of his claim settlement by writing to his adjuster and requesting a review.  The review will be handled by a senior member of the adjusting staff.  The customer mentions making notes on the paperwork regarding these items.   We do not have evidence of this documentation, and would ask that he include these, along with any other supporting documentation, with his review request.  Reviews are handled in the order received, and the review period can take 60 - 75 days.  Once his review request is received, it will be assigned to the senior adjusting staff.  Again, we apologize for the customer's concerns. 

      Customer Answer

      Date: 11/19/2023

       I am rejecting this response because:
      I would like to send these additional documents to the business. I have sent the same documents in an email to the claim adjuster asking her to send those to senior adjusting staff. Once they acknowledge the receipt of my email and assign the senior adjuster to the claim, I will accept the response on this.

      Business Response

      Date: 11/20/2023

      Review request was received and the adjuster will be responding.

      Claim file will be reviewed.

      Customer Answer

      Date: 11/20/2023

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is satisfactory to me. I will be waiting for the review of the senior adjuster

      Thank you.
    • Initial Complaint

      Date:10/31/2023

      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.
      My move from ******* to ****** was scheduled 9/18/23. It was delivered 9/27/23. While the movers were at my home, I was asked to go out and get them lunch. While I was gone they stole cough syrup with codeine from my counter. I know this for certain. Without asking permission, they used my bathroom and left a mess, used the refrigerator and ice, took my large bottles of water, left items such as my toolbox, left their own ladder and handtruck and had to be told to retrieve them, did not use the materials provided to pack the television and have lost treasured record albums that seemingly cannot be found, took my handtruck, lost a box of beauty products worth hundreds and hundreds of dollars, damaged my end table and destroyed and plastic drawer system. A month has gone by without anyone contacting me. I complained about the theft of medication and the president of the ******* Allied Company called me a liar. I have not filed a police report yet for fear I will get nothing back that is lost, which looks like the case. Service is embarrassingly awful;. I entered into a contract of trust that my belongings would make it to the destination. These record albums are priceless. I have had them since I was a child. The emotional duress this company has caused me is impossible to describe and I am considering legal action. I will be contacting corporate with a copy of the email from the ******* Allied president calling me a liar about the theft of narcotics. I have told at least a hundred people so far of my experience and will be posting frequently on social media of my experience. I am devastated about the loss of my belongings. I cannot get the adjuster to speak with me personally. All I can is recommend that no one use this mover as it is likely you will lose belongings in the process.

      Business Response

      Date: 10/31/2023

      We are very sorry for all the frustration and inconvenience you have experienced during your relocation.  We apologize that you had damage to report from your move. Please keep in touch with the claims department to discuss all your issues.

      Your shipment delivered 9/27 and your claim was received in our office on 10/9. The carrier has 30 days to acknowledge receipt of your claim and then 120 days to make an offer of settlement. In looking at notes the claim was acknowledged by the following email on 10/16:

      From: Trimmer, Marah Sent: Monday, October 16, 2023 12:34 PM To: *************** *************** Subject: Reg#: ************ - Claim#: 15924-3 Allied Van Lines Hello, We have received your statement of claim and have begun the review process. ********* ENTERPRISES *** DBA FAST has been asked to contact you to schedule an appointment to inspect new transit damage. Should you need to contact them directly, their number is: ************. Our tracing department is currently tracing for your reported missing items - this process can take up to 2-3 weeks. Our records indicate your address is: ***********************************************************************************. Please contact ** if this information is incorrect. Please note: Our claims are reviewed in the order received and generally completed within ***** days. During this time, please do not dispose of, transport to a new location, or make repair attempts to any items claimed as damaged, as this will void the claim on that item. Thank You, ************************* ************ ************************************************************************************************************************

      Again, we are truly sorry for any inconvenience this has caused and do apologize for the lack of professionalism that you have described of the crew.

      Please keep in touch with your claim adjuster and make the adjuster aware of your concerns.

      Thank you.

    • Initial Complaint

      Date:10/04/2023

      Type:Customer Service 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 scheduled Allied Van Lines to move my belongings and my car from *******, ** to *******, ** on 09/13/23. The total cost of this service amounted to $7500. That is $5500 for hauling my belongings and $2000 for transporting my car. They picked up my belongings on 09/14 and my car on 09/16. They quoted me a delivery window for both the car and my belongings between 09/24/23 and 10/04/23. The car arrived on time, but they contacted me on 10/01/23 telling me that my belongings would not be delivered until 10/08/23. Their provided reason was that the driver in possession of my belongings could not reach *********** in time due to the fact that he had 6 customers scheduled ahead of me. When the possibility of a refund was brought up, I was offered a paltry $50 per day late, which would amount to 2.6% of the total cost of the move.

      Business Response

      Date: 10/04/2023

      We are truly sorry for the delay in the claimant's household goods.  It is never the intention of the carrier to cause the frustration and inconvenience that we know a delay can cause.  However, in the unfortunate event of a delay we do have a guaranteed pickup and delivery date policy.  I have attached the Estimate & Order for Service which states that based on the weight of the shipment the claimant is eligible for delay compensation at a daily rate.

      We are unable to accommodate the request for a refund of the charges as we are a company that operates under Federal Regulations and it is unlawful to provide a refund.

      Again we do apologize for delay in delivery.

      Customer Answer

      Date: 10/04/2023

       I am rejecting this response because:

      The document attached by the company does not say anything about a daily rate refund, nor does it say anything about it being unlawful for the company to provide a full or partial refund of the cost of this move. I reiterate that the refund they would have me accept amounts to $200 ($50 per day late, 4 days late), which is a measly 2.6% of the total cost of the move. That will not be acceptable to me. Moreover, no effort has been made on the part of the company to speed up the late delivery of my belongings. I reiterate that they have bungled their scheduling and have not done anything at all to try to make it right. 

      Business Response

      Date: 10/04/2023

      We do apologize but the delay compensation is non-negotiable. It is not a refund of your transportation charges but compensation if the dates on your Order for Service are not met.

      Please refer to the Estimate & Order for Service that was signed by yourself. 

      Guaranteed Pick-Up & Delivery Dates - daily allowance of $50 per day for ***** lbs. and less or $100 per day for greater than ***** lbs., subject to carrier's applicable tariffs and terms and conditions.

       

      Customer Answer

      Date: 10/05/2023

       Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Thank you.
    • Initial Complaint

      Date:09/11/2023

      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.
      We had contact Allied *** movers for a move from ************* to *******. We were contacted by marathon movers and Raythemover.net. The mover stated they worked for Allied. We were speaking with ****, and who stated he was the move consultant. We explained that we had our furniture in storage and we didnt have an exact weight they estimated around **** pounds when it went in storage, the consultant came back with ****** pounds. We told him that we were not comfortable signing an estimate contract with that amount due to it was closer to **** . He stated when the furniture was removed from storage that it would be weighed at that point, and we would be issued a refund for any over payment and a new estimate of service and charges would be given. He assured us that we would not have to be liable for anything over the weight it was price guaranteed. He stated they were doing this because they needed an exact weight for the shipment and as it was in storage, we were unable to give them an exact weight .He said, dont worry, this is a guesstimate. It will all be refunded if its over. They charged us $12,463.01. On August ********************************** full but did not pick up the load until August 14. We were never given an updated weight or an updated estimate of services and charges. On August 28 when the shipment finally arrived in ******* we were told that the actual weight of the shipment was **** pounds they over estimated by **** pounds. on September 5. We received an email from Allieds move coordinator who stated that we would be getting a refund of $1715. That rate was based on their refund of $.25 per pound. We explained that we were charged $1.04 a pound when they initially took the order.I have filed a grievance with the department of transportation for price gouging. I do not see how anyone can think by over estimating by **** pounds @ $1 .04 is reasonable

      Business Response

      Date: 09/11/2023

      We are very sorry if there was any miscommunication regarding the rate of refund.

      Per the contract, and as stated on the Order for Service: Guaranteed rate reduction will be reduced by $25.00 per 100 pound difference between the actual and estimated weight and therefore

      Estimated weight ****** - ***** = ***** divide by 100 = ***** x $25.00 = $1,715.00.

      The amount of the refund is accurate.

      The Claimant may have thought to divide the total cost of the move to get a per pound rate.  However, the total cost of the move has other charges included in it such as valuation.

      Again, we are sorry if there was confusion in the rate figuring but the amount of the refund is accurate.

      Customer Answer

      Date: 09/11/2023

       I am rejecting this response because: As I stated we told their agent that the weight was closer to closer to **** pounds he stated that the ****** pounds listed did NOT matter because they were weighing it when they got it out of storage. They were going to adjust it. Why would we pay agree to pay shipping for ****** pounds when we knew it was closer to *****. And actually came in less than *****. They charged $11,977.01 for shipping and there was $486.00 for insurance which I am not disputing. Due to Allied believing that over charging by **** pounds is acceptable I have also filed a complaint with the department of transportation and the attorney general office in ********. We are not disputing a few hundred pounds here. This cost ** thousands of dollars in this company just doesnt care.


      Business Response

      Date: 09/11/2023

      The Claimant is getting refunded for the amount of weight not transported. We are regulated by federal law and must abide by regulations. 

      We do apologize if the Claimant is dissatisfied with this response but they will in the end only be charged for the weight transported.

      Unfortunately, there is nothing further to be resolved.

    • Initial Complaint

      Date:09/08/2023

      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.
      Allied moved our home furnishings from ** to IA. in late July 2023. Numerous pieces of furniture including antique furniture were significantly damaged or broken, sometimes with pieces missing. some pieces are unusable. We filed a claim for damages with the company in a few days. There are 24 claims in total. The claims adjuster has been unhelpful. Our belongings are in storage (we moved from a house to an apartment) but were told the items could only be inspected in our new house (which we currently do not plan to buy), that they cannot be inspected at the storage facility, and that we cannot move them before they are inspected. Catch-22. It has now been about 6 weeks and there is timeline for resolution. The originating agency has been as helpful as they can be, but otherwise the customer service had been awful.

      Business Response

      Date: 09/08/2023

      We are very sorry for the difficulties that the customer has experienced.  They were advised this morning that their claim is being referred to a senior manager for review, and she was provided with the contact information for the manager to the customer.  The manager will be in contact the customer after reviewing the claim.
    • Initial Complaint

      Date:09/08/2023

      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.
      On 7/26/22 we paid Allied Van Lines $14,475. to move us from UT to WA. (Registration #******). When they picked our items up there was an inventory done. We have asked, but have not been provided a chain of custody to be able to say exactly where it went after that. We were told that the delivery driver would have a copy of the inventory for us to sign as received. When the driver arrived, he did not have the original paperwork, rather he had an inventory he took independently. He indicated that he was not provided the original paperwork and had to performed his own inventory. We did verify that what he had on his inventory list was delivered. However, there were additional items that left our home and not available for him to pickup for delivery. At delivery we were asked to confirm that what he delivered items his independently taken inventory list. I filed a claim for the items that were on the original inventory list but were not available for him to pick up. I filed the claim on 4/19. It was denied on 5/12. I asked how to appeal that decision 5/18. On 5/24 it went to a new agent and again denied on 8/16 because there was not notation on the delivery list. We could only confirm what was on the independent inventory. We were told we had 9mos to go through it all and file a claim, to wait and see if anything else showed up. Nothing else showed up. It is my belief that the items missing were lost before the delivery driver picked up them up, the onus should have been on him to mark items as missing. At least count the number of items. We were not informed or present for the 2nd inventory and therefore cannot verify if there were missing items at that time. We have differing stories on how often the items were moved. We were told that there were at least two warehouses used for storage. Each time the items were moved someone should have verified that all items were accounted for and make the appropriate notation based on original inventory available.

      Business Response

      Date: 09/08/2023

      We are very sorry for all the frustration and inconvenience this customer has experienced.

      The Claims team was advised to assign a new adjuster to perform a complete and thorough review of this claim settlement .

      I will apologize in advance that this will take some time and won't be resolved through this BBB system. If at any time the customer wants to follow up they should contact the claims team for any updates.

      Thank you.

       

      Customer Answer

      Date: 09/08/2023


      I am hoping that we can resolve this issue in order to avoid the time and expense of arbitration.  I was just about to submit a request for arbitration but will hold off for just a bit to see if I am contacted.  Attached are copies of all inventory list, please let me know if there is anything else you need.

      Business Response

      Date: 09/11/2023

      As communicated previously, there will be a thorough review performed and once again, it will take some time. 

      The Claimant should allow 60 days for the review to be completed.

      Thank you.

      Customer Answer

      Date: 09/11/2023

      Yes, I understand that.  I was hoping that my claim would be some what of a priority seeing that this has been going on since May.  Communication with the the first two reviews was slow and usually I would have to bug them.  I just want to make sure that the extraordinary circumstances be considered with this review.

      Thank you,

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


      Business Response

      Date: 09/11/2023

      It will definitely be made a priority, it will just take time.

      Thank you for understanding and claims will be in touch.

    • Initial Complaint

      Date:08/25/2023

      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 Allied VanLines for a cross country move and it has been a horrible experience. Loading day on July 14 started with none of the packing and loading crew showing up. Eventually another crew was brought in after several hours. They were very rough taking things out. I was told I would get an inventory list by email that night. I didnt get it until the following week. I was contacted on July 21 to say delivery would be July 23., between 7-8am. No truck nor a crew showed up. I had not been given contact info for the driver so I could only contact the estimator. He said they didnt work on Sundays but not to worry, the driver would probably show up. I finally got a call from the driver mid afternoon, saying he would be there around 8am Monday.Delivery was a total nightmare. As soon as the driver opened the door of the delivery truck, I found my items scattered all over, with broken items. It got worse from there. I immediately noticed none of my items were wrapped. How is it that I witnessed my possessions and furniture being wrapped and loaded and they arrive without any covering or protection whatsoever? I have photos before my furniture was wrapped, photos of the wrapped pieces and photos of the damaged, filthy and torn pieces as they came off the truck.I am now in the claims process, I have spent countless hours documenting all the damages and I am still finding items. So far, I have found 45 items with damage totaling over $15,000. Claim #****** In addition to seeking replacement costs, i have been hitting walls trying to request a refund for the nearly $7,000 I was charged for this unprofessional and unacceptable service. Its a vicious cycle of no one wanting to accept responsibility. I did get an email that told me it was illegal for me to request a refund.I cant fully set up my new home and I cant replace anything until I hopefully receive a settlement. My contract included a $60,000 insurance policy. I can submit more info if needed.

      Business Response

      Date: 08/25/2023

      We are truly sorry that the claimant's household goods sustained significant damage during the relocation. This is definitely not the outcome we like to see and are very sorry this has happened. We do understand it is very frustrating and inconvenient during the claim process.

      It is my understand an independent repair specialist has inspected the goods and will proceed with repair of some of the damaged items. The claim adjuster will work on the items that are not repairable and try to get the cash settlement to the claimant as quickly as possible. New damages are being claimed as recent as 8/15 so they will all be added to the claim and the adjuster will complete the process as soon as they are able. Unfortunately with the amount of damage it does take some time.

      We are unable to honor the claimant's request for a refund of their relocation charges. We are a company that is federally regulated and it is not permissible to provide a refund of any portion of the charges. The transportation to move the goods from point A to point B was a service that was performed and by law those charges cannot be refunded.

      The carrier does accept responsibility for the damages that occurred during the relocation and the claim adjuster will work to resolve the claim as quickly as possible.

      Again, we are very sorry this has happened.

      Customer Answer

      Date: 08/26/2023

       I am rejecting this response because:
      I feel in addition to whatever I *** receive on the claims form for all the damaged items, I should also somehow be compensated for the amount of time I have been forced to put into the situation that Allied created. I am an independent artist and have been unable to set up my ************ dont even know how to estimate or provide documentation as to lost income. I would also estimate that I have put in at least 50 hours of work between checking everything for damages and submitting claims. How do I account for this and provide documentation? It was also explained to me that I will be responsible for disposing of items that are declared ruined (except for anything that *** be salvaged). How am I compensated for the disposal of so many items? I cant just set things at my curb, it costs time, money and fuel to get things to a landfill. I have also had to hire out mowing services because my equipment is ruined. I can provide invoices for this. As far as the illegality of a refund, please provide a thorough explanation of how else I *** be compensated. Again, I did not create this situation and considering there was a $60,000 insurance policy on my contract, it seems Allied would want to make things better for me. Simply giving me a settlement which only covers what it will cost me to replace everything they ruined doesnt seem enough for your companys complete disregard for me and my items.

      Business Response

      Date: 08/28/2023

      We are very sorry for all the frustration and inconvenience the damage claim has caused the claimant.

      Unfortunately, we are unable to compensate the claimant for lost income.  We moved a household goods shipment so we cannot reimburse for lost income from a business.

      We are also unable to compensative for time involved with the claims process. We try to not inconvenience the customer more than necessary but we do realize this is an inconvenience and apologize.

      I have reached out to the claim adjuster and upon settlement of the claim the adjuster will add a monetary goodwill payment to assist with the claimant having to possibly obtain a "junk removal" service. This is not something that we do as we do not have the services available to perform removal of damaged items and it is not a part of the valuation coverage. However, in an effort to maintain relations we will offer some type of monetary payment.

       

      Customer Answer

      Date: 08/28/2023

       I am rejecting this response because:

      My concern over the cost of hiring a mowing service was not addressed. I remain very upset and frustrated that theres no way to be compensated for my time and the fact that I am forced to live without being able to use so many of my furnishings for potentially 3 months or longer. Nor am I able to fully set up my art studio which is my source of income. I appreciate the compensation for what it will cost me out of pocket for disposal of items, and I truly hope it covers my expenses on that front. As for the mowing, my push mower is inoperable and I have already had my yard mowed 6 times at $50 each time. And I expect it will need to be mowed a few more times before the season ends. As stated, I am able to provide invoices for this. I would normally mow myself, but since my mower is ruined, I wont be getting a new one until I know your company is paying me for a replacement. This entire situation has been a HUGE hit to me, financially, mentally and physically. 


    • Initial Complaint

      Date:08/23/2023

      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 used Allied Vans to move my items from ******, ******* to ******* from August 5th-17th. One of the items moved was my ** which contained an expensive ***. After all had been moved up and the movers left I discovered that the case had been opened, the *** removed, and then the case reset to hide the theft. This means an inspection of the items did not initially show any issues. Since the whole ** was inventoried as one unit, the claims agent has stated that there was no issue as the ** arrived at the destination, despite now missing over $600 of hardware from the inside. This company has stolen from me and now rejected my insurance claim while claiming they have completed the job fully. No indication that warehouse cameras were checked or follow up with employees from the move.

      Business Response

      Date: 08/24/2023

      It cannot be determined when the hardware for the computer in question would have gone missing.  The carrier would not have opened the case of the computer to ascertain the contents of the PC.  If the customer does feel that theft has occurred, he is encouraged to file a police report.  Since he is alleging that a criminal act has taken place, it must be investigated by law enforcement, as the carrier does not have the jurisdiction to investigate an alleged crime.  The carrier will fully cooperate with any police investigation that might take place. 

      Customer Answer

      Date: 08/25/2023

       I am rejecting this response because: the point that the carrier would not open the case is negligent to the actions of its employees and the potential violations of company standards that have occurred. Clearly no actual investigation into the incident has occurred and the desire is to simply avoid due diligence. This company has done nothing but make excuses and use loophole language to avoid any **************** compensation that was agreed upon contract signature. 


      Business Response

      Date: 08/25/2023

      Unfortunately we are unable to change the position of the claims department. There is no evidence that the claimed item went missing during the relocation.

      When missing items are claimed the carrier investigates and performs a search for items claimed as missing.

      We are sorry for the frustration and inconvenience to the claimant but we are unable to determine this item went missing while in the possession of the carrier.

    • Initial Complaint

      Date:08/21/2023

      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.
      My husband and I researched many moving companies, searched reviews, and made numerous phone calls prior to booking our long-distance move with ******* *************** We spoke with Mr. ** multiple times. He assured us that his company did NOT contract out to other moving companies. Our items would stay with his company the entire move. We were also assured that our items would be in the very best hands and arrive with no issues. Our items were severely delayed in arriving, and not only that, but they arrived in the truck of a completely different company. Our move was definitely contracted out when we were promised this would never happen. The driver was irresponsible, picking up a friend to move their things for free, and delayed our move multiple days. When the doors of the truck opened, the items were crammed so tightly inside, driving over a speedbump would crack or break something. Other random items of his friend were also in the truck, further cramming our items into the back. We are currently going through the severely long claims process to deal with the many many items that were broken, chipped, scratched, scraped, or ruined. We have moved many times and this is by far the worst experience we have had.

      Business Response

      Date: 08/21/2023

      We are very sorry for the damages which occurred to the customer's items.  ******* Worldwide is not a broker, they are an agent. They did not contract the customer's shipment to an outside carrier.  Their household goods were hauled by ************************************ a North American Van ********************** agency. North American and Allied are sister companies under the ownership of SIRVA.  The two carriers routinely cover each other's shipments and all operations are planned through the same headquarters dispatch office.  This is not a contracting agreement as both Van ********************** are owned by the same company. 

      The Claim was received and is being worked on by the claims department.

      Unfortunately, the customer's request for a refund is not possible. We are a company that is federally regulated and a refund of the charges is not permissible.

      We are truly sorry for all the frustration and inconvenience this customer has experienced.

    • Initial Complaint

      Date:08/14/2023

      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.
      My TV got broken in the move, you said you will pay the price for similar item when the item you quoted is not similar. Not even close as a matter of fact the model I have cost a couple hundred bucks more then what you are giving me. It does not have specific features on it and were the reason I bought the *** Item you said was similar- ********************************************************************************************************************************************************************************************************* Item that it really is - *****************************************************************************************************************************************************************************************************************************************

      Business Response

      Date: 08/14/2023

      We are very sorry for the frustration and inconvenience regarding your claim settlement.

      If you do not agree with the claim settlement, please respond to the claim adjuster that settled your claim and ask for your claim to be reviewed and supply the substantiation you are referring to that better describes your television.

      Thank you

      Customer Answer

      Date: 08/15/2023

       I am rejecting this response because: I have been in contact with the settlement people with no response.  You sent a check without me being able to review the settlement and or accept/reject the settlement.  This is part of a government funded move and I will use all means necessary not to be bullied into accepting a lower settlement.   


      Business Response

      Date: 08/15/2023

      Unfortunately this cannot be resolved through the BBB site.  Please contact the claims department at ************, Option 2.

      Speak to the claims adjuster or claims manager and ask for a review and supply substantiation to them for review.

      We are very sorry for all the frustration.

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