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

  
• 

  Allied Van Lines, Inc.

  1665 Main St Buffalo, NY 14209-1304

• 

  Allied Van Lines

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

• 

  Allied Van Lines, Inc.

  2900 Tuxedo Ave West Palm Beach, FL 33405

• 

  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:02/15/2023

  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.

  We hired Allied to move, store, & move our belongings interstate. Some were delivered to temporary housing; most delivered to Allied storage. Final shipment was delivered on 10/3/2022. Items in this shipment were visibly damaged on arrival. I contacted both the original and the local Allied representatives regarding filing claims; both gave the same instructions with the same registration #. I filed 7 claims between 10/13/2022 and 11/26/2022 including 2 items that were on the high value documentation. I followed all directions and tried reaching out for clarification, including how to determine value, but I never received any further instructions. I did my best to determine value and replacement for each item and I included that information in each claim. On 11/04/2022 an inspector came to view what I had reported so far. She indicated at least some damage warranted repair or replacement though she did not give me the full report. She said I had 9 months to file, but she recommended I do it sooner. On 1/13/2023 I received a response for my claims, including those that had not yet been inspected. The adjuster had 20 items listed for a total of $0. 10 were listed as referred to agent which was explained to mean the stored items, but since they were all stored with Allied presumably they were referred to Allied? 8 were listed as denied 9 months but I filed within 2 months. Two were denied -no exceptions, of those one was individually wrapped and boxed, but arrived unboxed; movers never found the box. The other was damage to my home, which I witnessed, as the mover drove a dolly into the trim on the door. I cannot figure out how the adjuster made these determinations, as it was all from the same shipment. All were delivered on 10/3 and all were stored, except the residence damage. She declined to explain. I am waiting on replacement and repair and would like to complete this asap so that I can use my furniture. I have photos.

  

  Business Response

  Date: 02/15/2023

  We are sorry to learn of the difficulties that the customer has experienced regarding their claims.  On February 8 the customer spoke with the Manager of ****************** following are the notes from that conversation:

  02/08/23 02:58:05 PM talked to Ms direct. Said have been working on this for a long time. *** denied most of our claim as filing past the 9 mos. Asked -  did you have storage involved? She said yes, origin and destination. all storage was with AVL. Advised my guess would be that you had a private storage with the agent at some point but we'd have to go back through the paperwork. You would need to write into *** with your dispute and she will forward to the review adjuster. Customer asked about how long does it take? I advised approximately 60 days but the sooner you get it in, the sooner it goes in the backlog. Customer said great. thank you.

  The customer then received the following note from the claims department:

  02/10/23 02:44:00 PM  Good afternoon, I have received your dispute and will forward to our review adjuster for further consideration. They will review your concerns and respond to you in writing within 60 days. Thank you 

  The claim is currently in the review log.  The senior adjuster will contact ********************** once they have completed the review.

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because:
  
  I cannot accept the response until the damaged items have been repaired or replaced. Yes, I have spoken with many different representatives of Allied in an attempt to come to a resolution. My reasons for filing with the BBB are:

  1) Time limits have been mentioned several times. I am concerned that waiting 60 more days on top of the 4 months I have waited so far will prevent me from resolving this with whomever is responsible because

  2) I contracted with Allied to pack, move, store, then move, and I have no other contract, but the various Allied representatives Ive spoke with AFTER claims were filed have all mentioned another party was liable. I cannot imagine who that party could be, but I find it disconcerting because

  3) Each Allied representative I spoke with AFTER I filed claims, gave a different time frame. Before I filed, I was given information on filing through Allied and was told it needed to be done within 9 months of delivery. The driver said the same. After I filed, Ive been told 9 months after delivery, 9 months after first delivery, 24 hours after delivery, and 180 days after delivery. At least one representative stated I should have inspected my items in the warehouse. When I explained Id paid ******************** to pack, move, store, then move my things and ask was I supposed to unpack them in the warehouse then repack them, she said yes. All of these conversations have moved us further from a resolution because

  4) when I spoke with a new representative, they would read the prior notes and I noticed they were inaccurate. Because I do not have access to the notes as they are written, I cannot know how accurate they are. But I know there are instances where the conversation notes state I was told information that was never mentioned to me. 
  

  I am asking for help from the BBB so that a third party can see the interaction. I hired Allied in good faith, and although the move was not smooth, *** remained acting in good faith. I have all the broken items awaiting repair or replacement. Allied needs to act in good faith to resolve this, and instead they have changed the procedures and changed the notes on our conversations. Just fix the mistakes, make the repairs, and we can all move on. 

  

  Business Response

  Date: 02/16/2023

  Although we are truly sorry, there is nothing that can be resolved through this BBB website.

  The ***************** will review the claim and if the claimant has any additional information they should keep in touch and provide it to the claims review adjuster.

• Initial Complaint

  Date:01/31/2023

  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.

  If I could give this company zero stars I would. When paying over $8,000 for a service. I should get $8,000 worth of service. The 10 boxes I packed arrived in good condition with no broken items. The furniture loaded by your company arrived scratched, dented, broken and dismantled irreparably. The refrigerator arrived in about 20 pieces with wires cut and pulled apart. The movers offering me $1,600 with no disposal cost is an insult. When I asked about the refrigerator disposal fees have not received a response. My pictures show my refrigerator was not damaged prior to the move. The antique mid-century furniture that had no damages prior to the move was given a $1,000 value. Pictures of the mid-century furniture had no damages prior to the move. The timeframes for communication from the claims department is rude and non-existent at best. I would have better luck using two cans and a string as communication. The representatives who gave us the bid were in touch prior to the claims was great. Once they realized property was damaged they tucked tail and ran. I wouldnt recommend your company if it was the last moving company. We have moved across the country four times and NEVER have we had so many things damaged.

  

  Business Response

  Date: 01/31/2023

  We are very sorry that the Claimant had damage to report from their relocation. It is never the intention of the carrier to have such damage occur and we apologize for the frustration and inconvenience this causes.

  If the claimant feels the settlement feels the settlement is less than warranted then the claimant needs to reach out to the claims department and ask for a review of their claim file and provide substantiation along with the items they disagree with and their file will be reviewed.

  Again, we are sorry for the inconvenience and frustration.

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:  I have reached out to claims department and have heard crickets.  However, on 1-30-2022 I did receive a check for the less than amount.  I want someone from claims to respond.  
  
  
  

  

  Business Response

  Date: 01/31/2023

  Unfortunately the claim adjuster is unable to communicate through this BBB website. Please contact the adjuster at ************, option 2

  Customer Answer

  Date: 02/01/2023

   I am rejecting this because when contacting the claims department they never deviate from their script.  I need answers regarding the low amount offered for our stuff being damaged.  Claims department is useless if they do not respond.  I want to hear from a regional manger who can help resolve this issue not some script reading low level staff member.
  
  
  

  

  Business Response

  Date: 02/02/2023

  Unfortunately the claimant will not hear from a regional manager as they would not be able to resolve their claim.

  The Claimant should contact the claims department and ask to speak to the manager.

  Although we are very sorry, we are unable to conclude anything in this BBB site.

• Initial Complaint

  Date:01/17/2023

  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.

  Had allied van as moving company in November. I want to be reimbursed for the two boxes we didn't use of the wardrobe boxes (they gave us price for seven and only five used). more importantly, they delivered a coffee table to my daughter without the crated marble top. The item must be delivered to *********************** my daughter now has the coffee table without the top, and I have the top here, but no coffee table anymore. we paid for the second stop, gave them measurements and were told it would be delivered in November. Please finish job and reimburse for 2 wardrobe boxes again if you still have the

  

  Business Response

  Date: 01/17/2023

  We are very sorry the claimant has issues to report from their relocation.

  Regarding the refund of cartons; It was determined that although two wardrobes were not used, a different size of cartons was used and therefore no refund is due. The Claimant has been advised of this by our customer service department.

  Regarding the relocation of a marble top; The carrier has a one time placement of items at the time of delivery. Nothing was documented or advised that a mis-delivery took place and the claimant signed the documents that the delivery was completed. Therefore, it is possible to relocate the item in question but it will be at a cost to the claimant.  The claimant has been advised of this as well by our customer service department.

  Thank you.

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  They did not send me a response 
  
  
  

• Initial Complaint

  Date:12/29/2022

  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 delivered our furniture and other belongings. Some things were damaged. While in our residence the movers stole two loaded handguns and a necklace valued at $4,000. Police were contacted and one gun was found stuck in the moving blankets and other gun found in a tote. All items were in the house. They did not move them here. The necklace was then found after three to four hours when we agreed not to file charges if they would just give the necklace back. Policeman instructed two movers the necklace should be laid in the outside chair and when we went inside the house it magically appeared on outside chair. Allied wouldnt adjust the rate that was charged even though our safety was compromised and mentally traumatized by experience. We were told by the assistant to President of Allied that there was nothing that could be done. No adjustment to the amount charged even though we were robbed by their movers. These items were not handled by the movers at all in the moving process. They stole items out of our home.

  

  Business Response

  Date: 12/29/2022

  We are very sorry for the customer's concerns.  To date, no charges have been filed and both of the accused parties maintain that they did not attempt to remove these items from the residence.  The customer at first requested a payment in reparation for the alleged issue of $6000.  They then changed that request and asked for a reduction of their moving charges.  The customer was advised that the provision of a refund as a strictly conciliatory gesture is prohibited by Federal law.  The moving industry is Federally-regulated and is required by law to collect all tariff charges that are due.  If such a refund or price adjustment were to be given to a customer, and was then subsequently found in the course of the Federal audits which can occur at any time at the discretion of the government, this exposes not only the carrier to Federal penalties - the party that solicited and accepted the refund is also subject to those same Federal fines.  These fines can go as high as $100,000.  This is discussed at length under Section 49 of the Federal Code of Regulations.  All of this was explained to the customer on the late afternoon of December 28.  We are very sorry for any concerns that the customer has, but providing a refund of their charges is not an available option.  This is not a company policy; it is a Federal regulation and we do not have the option to override it. 

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:   ************ has told me that the agent offered a gesture of goodwill in the amount of $1,000.  This was not conveyed to me by the agent.  I understand the federal regulations; however, they can offer any amount in a gesture of goodwill.  We were traumatized by this event and did not appreciate the robbery of our items in our home while delivering our belongings.  In my opinion, they can increase the amount in the gesture of goodwill to accommodate for the time we had to spend with police (approximately four hours) to retrieve our items. This is not an alleged crime. The items were found hidden in the blankets on Allieds moving truck by the police. I would appreciate an increase in the amount of gesture of goodwill and for the company to take notice of this situation and change their policies on background checks for their employees to prevent another family from having to go through a dangerous situation such as this. 
  
  
  

  

  Business Response

  Date: 01/05/2023

  We are very sorry the customer is unhappy with the alleged theft response. The agent did offer a goodwill gesture of $1,000.00 for any inconvenience that was rejected as the customer was requesting their relocation charges be forgiven which we are unable to do according to Federal Law.

  The background checks for the employees were approved and the alleged stolen items were found with no charges pursued by the customer.

  Unfortunately, we are unable to offer an increase in the goodwill gesture and nothing further can be resolved through this BBB website.

• Initial Complaint

  Date:12/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This a moving company that I signed the contract with them on 11/4/22 to move my place on 11/14/22. The shipment was picked up on 11/14/22 and was supposed to be delivered per verbal agreement within 1 week but the contract stated a period from 11/21/22 and 12/10/22. The shipment was partially delivered on 12/11/22 but missing most of the valuable boxes and items. I have lost 20 years of memories and valuable items from around the globe, and around the country. I have lost all of my medical board certificates that I have earned since 2013 including ECFMG certificate, *********************** Certificate, ************************ Certificate, ******************************* certificate. My wife lost her law degree certificate. We have lost all of our clothes, and all of our baby's belongings. They only delivered approximately 30% of the shipment and the the company refused to take any responsibility and asked me to file a claim but I lost 100's of items and delayed my new job 12 days and couldn't start properly as I could not attend the onboarding stage. I can't file a claim form because no claim form will cover 100's of items that I won't be even able to recall. My loss is worth thousands and thousands of dollars. They didn't provide any explanation but the truck driver stated that the original truck driver abandoned the truck and that was why it was delayed. Every single item that had a new price tag on it is missing. It feels like our life was robbed away.The truck driver wrote down what was missing at first impression before we later realized how much we had truly lost.Reference number is ******.****** was $4,975.24

  

  Business Response

  Date: 12/15/2022

  We are very sorry for the problem which occurred on delivery.  There were approximately 25 cartons and loose items that did not deliver.  Those items have been located and were delivered this morning.  We apologize for the error.

  Customer Answer

  Date: 12/16/2022

   I am rejecting this response because:
  
  19 boxes were delivered and severely water damaged as if they submerged in water. I'm still missing 2 boxes with contents worth of $,1500. The water damaged everything I owned. My losses are over $10,000.

  I'm still missing my TV and I received a TV that isn't mine and the delay of 80% of the shipment was 5 days which is supposed to be compensated $50 per day not to mention that items of tremendous sentimental value were damaged with water and they have fungal growth and mold. 

   Even a refund isn't enough for the damages. All the boxes and their content are dripping wet. One of the boxes had a mouse inside. I just don't believe the level of negligence and the level of carelessness.

  I can't believe that in *******, a company can rob, damage and destroy and lose items without accountability or compensation.

  In summary, I lost over $10,000 in damages, I lost items that can't be replaced, and I paid $4,975.24 for the company to do that to me. 

  

  Business Response

  Date: 12/27/2022

  We are sorry for the difficulties that the customer has experienced.  His claims for damage and delay were received on December 12 and December 19 respectively.  By law a carrier must acknowledge receipt of a claim within 30 days; they then have a further 120 to pay, deny or offer a compromise settlement.  Both claims has been acknowledged via email.  The customer will need to work with their assigned claims adjusters for updates on their claim; the information will not be available through the BBB website.  The emails that were sent to the customer do contain the contact information for each adjuster.  Again, Allied Van Lines apologizes for the concerns regarding the customer's move.

• Initial Complaint

  Date:11/29/2022

  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.

  Here are the facts:Allied Van Lines and Rose ****** and Storage have denied a reasonable claim for loss of use of a refrigerator that was moved from *********************************************************** to ************************************************** 28468.Here are the facts:Refrigerator < 5 years old and was in good working order when it left my home on Oct. 27, 2022. Mover decided to wheel it over grass for approx. 100 to the driveway and then on to the truck. which was the third load on the truck. Refrigerator began its journey Oct. 27 and delivered on Nov. 9. The refrigerator did not work. Claim filed on Nov. 10. I sent pictures immediately upon request on Nov. 11. Agent waited 9 days to tell me what you had already concluded on day one that she could not see any physical damage and as such claim was denied. Service repair agent said the unit lost refrigerant and could not be repaired when the unit was charged and lost the refrigerant again. The claims agent said "this is not due to mishandling by the crew, it is due to road vibration and is unavoidable part of the moving process". This is a classic bait and switch particularly this was not pointed out when I purchased full replacement insurance. Summary - I was never told that my appliances and electronic items would not be covered if there is no visible damage to the item even if packed by Allied/Rose ****** and Storage. I was told that if I packed and item and there was no physical damage to the box that was on me, and I agreed. I paid for a full replacement insurance policy with a $500 deductible. The cost of replacement of the refrigerator was $2805 and it was delivered today, Nov. 28, 2022. I wish to be reimbursed for the net cost. I spoke to the sales agent, he did not agree that the claim should have been denied. He agreed he never advised me that electronics would not be covered for moving, road *********************** Please help settle this claim. This is disappointing a large firm would deny claim.

  

  Business Response

  Date: 11/29/2022

  We are very sorry that the claimant had a negative experience with their claim process.

  This is not a "bait and switch" but the damage was concluded that carrier mishandling was not the issue. This is due to the inherent nature of the item. Electronics contain small and delicate parts that, sometimes due to the normal vibration of the van, become ****** or loosened and cause the unit to malfunction. This is considered inherent vice and as stated on the reverse side of the Bill of Lading is not covered by the valuation coverage. This is something that is unavoidable and not caused by mishandling.

  This type of item is covered only if there is physical damage showing signs of mishandling.

  Again, we are sorry for the frustration and inconvenience.

  Customer Answer

  Date: 11/29/2022

   I am rejecting this response because:
  
  None of this was explained to me in advance.  This is a bait and switch.  No one would purchase insurance if they knew this in advance.  Please discuss this with the sales rep and if he tells you and me on writing I was informed I will drop this.  If however he admits the truth I will expect to be reimbursed.  Shame on Allied Van Lines and **** ****** and storage for denying this claim.

  

  Business Response

  Date: 12/08/2022

  Again, this is not a bait and switch:

  the action of advertising goods which are an apparent bargain, with the intention of substituting inferior or more expensive goods.

  The carrier does not sell insurance but they do sell valuation coverage which is not a guarantee of payment for damaged/missing items. It must be confirmed carrier mishandling in order for acceptance. There are exclusions and unfortunately the carrier is unable to go over every fine detail when booking a move. The customer is welcome to review and ask any questions they may have.

  We are truly sorry the claimant had damage to their belongings, however there is nothing further than can be accomplished through the BBB website. The damage is excluded from coverage and we are unable to reverse the decision of the claim.

• Initial Complaint

  Date:11/23/2022

  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.

  Paid $13,400 for a move from ***********, ***** to **************. They falsely documented that majority of my furniture was damaged before loading. The driver showed up 9 hours late to load. His truck was full of garbage and wet blankets. The movers loaded everything very quickly, due to him being 9 hours late. Several of my furniture items were not wrapped at all, including 2 mattresses, a TV stand and a pool table. The driver sat in his truck the entire time during the load. It started raining and majority of my belongings were loaded wet. After loading my items sat in a parking lot in ******* for a week, I had an AirTag in my belongings to track them. Upon delivery the driver sat in his truck the entire time until unloading was complete. I was not provided with inventory sheets at loading or unloading so I was not able to check off if I received all of my items. Once we started unpacking we realized several of our items were missing, most likely stolen. Items missing include: 70 smart TV, Xbox, 20 Xbox games, 3 Xbox controllers, a projector, a receiver, and a shark vacuum. A lot of my furniture has been severely damaged including a TV stand, a queen *** frame, 2 bar stools, a pool table, a shuffle board table, a large doll house, washer and dryer, refrigerator, 2 stained mattresses, a stained rug, shampoo vacuum. Their customer service has been very poor. All the have said is to make a police report and file a claim.

  

  Business Response

  Date: 11/23/2022

  We are very sorry for the situation as the customer has described. It is never the intention of the carrier to cause such frustration with their relocation. It is not uncommon for the driver to stay in the truck and get caught up on paperwork etc while the loaders/unloaders perform the pickup or delivery.

  The claimant does need to contact claims at their earliest convenience ************, opt 2 to report their claimed missing items so they can get to work on a trace. **************** was correct to advise to contact the police department if they feel theft has taken place. The Claimant does need to get their claim filed so the carrier can get to work for a resolution.

  Again, we do apologize for the inconvenience but the claimant needs to move forth with the claims department as quickly as possible.

   

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  They have done nothing to help remedy the many issues I have encountered during my move. They have accepted zero responsibility for these issues and I do not want another person to go through what I have endured as a result of their poor business practices.

  

  Business Response

  Date: 11/23/2022

  Again, we are truly sorry for the inconvenience, however if the Claimant wants their claim addressed they need to contact the claims department at the number provided and get their claim and a trace started.

  While we realize this takes time out of their busy life it has to be done in order to get the claim process started.

  Unfortunately, nothing can be completed through this BBB website.

• Initial Complaint

  Date:11/16/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Allied To move our household goods from ***** to ****. We spent the extra money to hire a larger company because we wanted a professional move. The movers on the ***** end were horrible. They moved furniture down three flights of stairs with our protection of any kind. They slid boxes down stairs. The marred the walls and took a chunk out of the front door. To make things even worse the delivered a week past their outside window. During this time our things sat in a blistering hot warehouse. Anything with any kind of rubberizes surface was ruined. Almost every piece of furniture was damaged. In total we had pretty close to $30,000 in damage. The Allied insurance paid $3,750. The insurance is a scam. They do everything in their power to make sure you do not understand what is actually covered. Even researching it after the fact was not easy. Once the adjuster makes a determination there seems to be little if no recourse if you disagree. No one will return message.

  

  Business Response

  Date: 11/16/2022

  We are very sorry that the Claimant had damage to report from their relocation. 

  The Claimant indicates that the "insurance is a scam". The Carrier is not an insurance company nor do they sell insurance. The Carrier offers valuation coverage which is not a guarantee that the carrier will accept liability. It must be confirmed that the carrier is liable and there are exclusions.

  The Claimant did their own packing which was a good part of the damage. Packed by Owner items are excluded from carrier liability unless there is documented evidence of carton damage that would indicate mishandling. The Carrier has no idea of the condition of the items prior to packing and no idea if the items were packed properly for transport. 

  The Claimant was provided repair allowances on some items and the carrier's liability is to repair or replace, whichever is less as long as the item can be repaired to pre-move condition.

  The Claimant was provided loss of appearance allowances on some items as they were not deemed as destroyed and the use of the item is not impaired.

  We are truly sorry for the frustration with the claim settlement.

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because:
  

  The statement that the "insurance is a scam" has more to do with the sales disclosures than the result of any claim allowance. Every document that I was given was written in a way that in inferred there were less exclusions than there actually were. In a few instances it referred you to other documents that were not provided or easy to find.

  We packed nearly 400 boxes. The majority of the damage to packed items were confined to a few boxes. Everything in one box was broken. It had clearly been mishandled. The boxes represented the smallest part of our claim in terms of dollars. 

  I was told there was no liability for items that were melted in a hot warehouse. Clearly not a result of packing. This claim was denied even though our items were held a week past the outside shipping date.

  A repair allowance was given on many of our damaged items. You cannot repair, or alter in any way, an antique for the 1800's without vastly diminishing the value. The tiny repair allowance wouldn't even fix what was damaged do to the negligence of the movers much less restore the value. The repair allowance worked on the cheaper furniture. Any repair allowance on finer furniture was significantly inadequate. 

  
  

  

  Business Response

  Date: 11/21/2022

  We do apologize if the claimant misunderstood the valuation coverage.

  Again, if there is no carton damage indicating the carton was mishandled, and there would be some indication, the carrier is not liable for damaged items in cartons they did not pack. The few boxes that had damaged items were most likely not packed properly. 

  The Claimant is correct that items that were melted are not covered as this is inherent vice and not indicative of carrier mishandling. The Carrier has no control over climatic conditions and therefore is not liable for inherent conditions.

  The repair specialist would not offer repair of an item if they were not confident in their repair. If the claimant has information from a certified antique specialist that confirms a diminished value they are welcome to forward it to claims for review.

  Again, I am very sorry for any frustration or inconvenience this has caused the claimant.

• Initial Complaint

  Date:11/07/2022

  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.

  Claim for missing items was received by Allied claims Aug 9th ************************************************* on Oct 9th 2022 I recently was informed my claim for missing items was denied. I was told after waiting months for the claim adjuster to complete their investigation "Without specific written notation to missing items at the time of delivery I am unable to determine that any loss or mis delivery occurred while in our possession and must decline liability for this reason. If at any time in the future your items are located you will be notified immediately, and arrangements will be made to get them returned to you." Allied packed for me and I think there were well over 40 boxes. You are telling me that I am suppose to go through all 40 boxes and account for every single item before the driver leaves? This is impossible and the sad thing is I am missing more things that I initially reported. Sheets, pillowcases, comforters, duvet. This list goes on. I paid for full replacement value for the items that they moved. I called the claim adjuster multiples times and sent multiple emails and they refuse to contact me to discuss the process or lack there of. I can provide proof of cost for the replacement items in my claim. I paid over 10K for a move from ***** to LA. Its disgusting that a company allows workers to steal and tells the customer there is no proof that happened.

  

  Business Response

  Date: 11/07/2022

  We are sorry for the difficulties that the customer has experienced.  I have attached a copy of their Customer Check Off Sheet (attached), on which all items are checked off, and on the bottom of the form, the question "Everything received?" is checked "Yes".  All cartons are sealed during pack and load; had any cartons arrived opened or if there was evidence of tampering the customer should have noted that on the paperwork.  Their signed Declaration of Value (attached) confirms receipt of the booklet "Your Rights and Responsibilities When You Move".  This booklet explains to the customer the importance of checking off the shipment and noting any missing items or other irregularities on the delivery paperwork.  The carrier did conduct a thorough trace with all parties that would have come into any contact  with the customer's items.  We apologize that the claims adjuster did not return phone calls or emails.  

  Customer Answer

  Date: 11/08/2022

   I am rejecting this response because: I purchased insurance and I am missing things. Regardless of what I signed with a driver I didn't realize things were missing until I went through all the boxes. I did not pack my things your company did. I have no reason to lie about missing sheets and pillow cases. Someone stole from me or a box was lost and I need a better response then I signed some paper with a driver. As soon as the last box is in the house the driver is literally asking me to sign paperwork. 
  
  

  

  Business Response

  Date: 11/08/2022

  We are very sorry that we are unable to reverse the decision of the claim. When the customer signs that all items tendered to the carrier were received we are unable to confirm any loss while in the care and custody of the carrier.

  Thank you.

  Customer Answer

  Date: 11/08/2022

   I am rejecting this response because:
  
  What is the purpose of having full value insurance protection. You are telling me I have to account for 40 boxes of things within 5 mins of them bringing in the last box? I have filed a complaint with the ********** AG office and ****** of ********* Goods and Services. I am missing things and you telling me that it cant be reversed is literally crazy. At this point I will also seek legal counsel because you cant steal from people. 

• Initial Complaint

  Date:11/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Allied Van Lines **** to move us from ******, ** to ********, **. The movers ended up damaging our new construction home to the extent that we had over $5,000.00 in damages to repair paint, wall, trim and garage flooring. We filed a claim with the mover, but were only offered $400.00 to cover some furniture damage. We have tried to work with the mover since we initiated the claim in May 1, 2022. Allied sent us a letter on October 25, 2022 stating they would not accept responsibility for the damage cause to our new home. They claim we needed to note everything on the day of the move. We were initially told from our relocation specialist that we had 9 months to claim any damage. I'm requesting help from the BBB in order to receive restitution inline with damages caused by Allied Van Lines.

  

  Business Response

  Date: 11/01/2022

  We are sorry that the claimant had damages to report after their relocation. Unfortunately, we are unable to provide compensation for the claimed residence damage. The customer checkoff sheet has a place for residence damage to be documented at the time of delivery. Since a residence is at risk on a daily basis of damage occurring in the residence liability is accepted if the damage is documented at the time of delivery. The carrier has no idea who is/has been in and out of the home and therefore we are unable to confirm the carrier caused the damage.

  We are sorry for the frustration and inconvenience.

  Customer Answer

  Date: 11/01/2022

   I am rejecting this response because:
  This business had said we had 9 months to file any claims.  This business representative told us in person that we didn't have to file anything the day of the move in.  Also the move in took longer than expected due to the mover not having enough workers show up and several of them showed up late.  The business could have spoken to their driver who could have told them about the damage.  We had discussed the damage with the driver and he didn't mention anything about noting damage to the house.  The only option we had to note was physical damage to boxes or furniture.  
  
  

  

  Business Response

  Date: 11/01/2022

  The customer is correct that he has 9 months to file for damages to his household goods.  The 9 month filing period applies only to the transported household goods but does not apply to residence or property damage.  The customer check off sheet, which the customer signed but chose not to utilize, is attached.  There is a section just above the signature line where residence damage can be noted and specified.  There is another statement in that same area that the form would be utilized in the event that a claim was filed.  There is no way for the carrier to confirm that they have liability for the damage claimed if it is not noted at delivery, as after a move numerous vendors may have been in and out of a residence.  The carrier did not receive a claim for the damage claim until May 1st, after having delivered the items on April 12.

  Customer Answer

  Date: 11/02/2022

   I am rejecting this response because:  The sign off sheet provided from the mover no where indicated damages done to residence.  The ************ didn't inform me of this either.  The communication I had from both the ************ and the ***************************** the relocation specialist was that we had 9 months to file a claim.  The driver told me only to mark visible damage to boxes that we saw that day, but we had 9 months to file the claim.  I've attached a copy of the Allied's rights policy which was originally signed  (page 8 discusses loss and damage).  Nowhere does it state that damage to home needs to be reported immediately.  Allied is being deceptive and not taking responsibility for damages they caused.