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.

  1 Parkview Plz Oakbrook Terrace, IL 60181-4400

  
• 

  Allied Van Lines Portland

  75 Pine Tree Industrial Pkwy Portland, ME 04102-1434

• 

  Allied Van Lines, Inc.

  1665 Main St Buffalo, NY 14209-1304

• 

  Allied Van Lines

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

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:10/31/2022

  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.

  Moving company broke contract. Failed to delivery my property on time as I still do not have it. I prepaid this company and they picked up my goods on Oct 17 where it sat at their faculty for ten days without being transported as promised. Scheduled to arrive on Oct 25 and driver did not pick up until after Oct 27. I wzs last informed it would arrive in Nov!!!! They broke contract and should reimburse me my cost!

  

  Business Response

  Date: 10/31/2022

  We are very sorry for the delay in delivery of the customer's items.  While we strive for on-time delivery for all of our customers, sometimes problems do occur.  Per the terms of their contract, they will receive $100.00 per day for each day past October 28, 2022.  The Customer's signed **** of Lading is attached which indicates a delivery spread of 10/25-28.  Their goods were loaded on October 26, and are scheduled to deliver either November 2nd or 3rd.  The driver will call the customer to confirm the specific delivery date. The agency which has handled the customer's move, ******* *******, has advised the customer of all of this in the past week.

  The customer has requested a refund of charges.  A refund made strictly as a conciliatory gesture is prohibited by Federal regulation.  If such a refund were discovered in the course of an audit, both the carrier and the customer would be subject to Federal fines which can go up to $100,000.  That is why the contracted delay compensation is offered instead.

• Initial Complaint

  Date:10/28/2022

  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 Van Lines was hired to pack my goods in *******, ** on 4/25-26/2022, put them in storage for about 3 weeks in **, then transport them to my new home in **********, ** in mid May. Allied lost several of my goods, which I filed claims for - they did not pay, saying they couldnt find them. About 3 weeks ago, I tried to ride my electric bike, which was part of my shipped goods, and found that the front brakes were broken and didnt work, the battery slot no longer let the battery slide into it freely, and most importantly, the electric assist feature no long worked so the bike gets no power. I called 7 bike stores in the area and none could fix it. Allied sent a person from ***************** Services to look at my electric bike (why a furniture person to look at an ebike is very questionable). He verified that the brakes and electric assist didnt work to me but told Allied in his report that they were all pre-existing to the move. This is totally not true! The bike has always worked and has been through a cross country move before with damage. Allied denied the claim again saying that they couldnt see the internal damage to the electrical system, therefore they are not responsible. I paid for Full Coveragen Insurance & put the bike on my High Value Inventory list. Why didnt they pay for the bike? This company is unscrupulous! Please help me. Thank you!***********************

  

  Business Response

  Date: 11/01/2022

  We are sorry the claimant had damage to report from their relocation.  Unfortunately the mechanical condition of an item is excluded from carrier liability as we are unaware of the mechanical condition of items prior to their relocation.

  The claimant is welcome to ask for a review of their file for reconsideration and provide possibly an estimate of repair or something providing evidence that this damage occurred during transit.

  Customer Answer

  Date: 11/01/2022

   I am rejecting this response because:

  Their response makes no sense.  I got the insurance for the full amount of my goods.  I listed my electric bike on the High Value Inventory list and Allied should have boxed, wrapped or otherwise insured that my bike was protected. Why would I move and ship something that is broken already????  What is the insurance for if not for things such as this?  I asked them that if my tv no longer worked after  the move (as happened when ********* moved me to VA), would Allied not have paid for it just because the ** looked fine on the outside but didnt function?  Its the SAME SITUATION, the electric functionality was damaged. ********* did pay for my tv, by the way.  Allied sent a furniture tech to decide whether my electric bike was damaged in the move.  He knew nothing about electric bikes and then reported that it wasnt Allieds fault and that the bike had pre-existing damage (it did not other that being slightly dirty and had a bit of rust). Allied should have sent a tech from a bike store that repairs ELECTRIC bikes, not a furniture damage assessor.  Allied had asked me to take the bike to a bike shop.  I had no rack to take it and it is too heavy to load into my car.  I called 7 different bike stores, all of whom said they couldnt fix it either because I didnt buy it there or they didnt know how to work on electric bikes.  The company I bought the bike shop from is no longer in business so I cant take it there. 
  

  I have seen many other complaints on BBB website about the same situation of Allied damaging or losing clients good and Allied not paying for it.  Please do something about this!  

  Thank you!

  
  

  

  Business Response

  Date: 11/01/2022

  We are sorry that the customer does not understand the claims decision. The customer did not purchase insurance - the Declaration of Value which they signed before their move is attached.  The top of the form contains a statement in bold type that the coverage was not insurance.  It is valuation.  Valuation makes the carrier responsible for damages which they have caused, but does permit them to limit their liability regarding factors that are outside of their control.  One of these factors is inherent vice, or a tendency for sensitive electric and electronic items to come out of alignment due to the vibrations that are a normal part of ****************************.  The back of the Bill of Lading, signed by the customer and also attached, states that a carrier is not responsible for issues created by this sensitivity.  The repair service that inspected the bike is a furniture restorer, but they are also professionals in assessing al manner of moving-related claims.  Their assessment was that there is no external damage to support a claim of mishandling on the part of the carrier.  Since the carrier did not mishandle the item, they would not have liability for the claim. 

  Customer Answer

  Date: 11/06/2022

   I am rejecting this response because:
  It sounds like I'm going to get no help whatsoever on this claim.  How is one supposed to move "sensitive electronics" across the country if movers are not going to pay for items they have ruined? The movers did not wrap the bike in blankets or put it in a box like they do with TV's to make any effort to protect it like they do other high value products.  How am I, as the client, able to control that?

  I will never use Allied again and have told all of my friends about my experience and they will not use Allied either.  I'm sure BBB has seen other similar complaints about Allied on the BBB website so I am far from the first person with this problem.  I will say this again - why on earth would I move an electric bike that was already damaged????  The furniture assessor knew darn well that that bike was damaged in the move.  The brakes were broken, the battery slot was bent, the chain protector was broken, there were scrapes on the bike AND the electric function did not work. 

  I am extremely angry and disappointed in Allied's response and lack of customer service and will be blasting this all over social media.  

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

   

   

  
  

• Initial Complaint

  Date:10/13/2022

  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 used ****** Allied to move cross country. We paid for packing and unpacking, which was a disaster - there was no order to either, and our property was treated like garbage. Sorting out the mess after the unpackers left was worse than doing it all ourselves. We were told we would be partially reimbursed for these services, but we never were. Many items were broken, and some items went completely MISSING. Allied refused to take responsibility or reimburse us for the items (such as an expensive, large painting). The settlement they offered us does not include reimbursement for the packing and unpacking or the missing painting, which I provided a receipt for.

  

  Business Response

  Date: 10/28/2022

  We are sorry for the difficulties that the customer has experienced.  ********** which handled her move, ****** Transfer, has agreed to pay a Gesture of Goodwill to her and they will contact her in the next few days to discuss and confirm.  A refund of transportation charges is prohibited under Federal Regulations of the US Code 49 - if such a refund were to be discovered in a government audit severe penalties could be assessed, not only to the carrier, but also to the customer who accepted the refund.  A Gesture of Goodwill, however, is permissible.

  Regarding the customer's claim, several of the items that were claimed were discarded before the claim was filed, and the customer did not provide photos of the items in their damaged condition.  A carrier has the right to inspect any damages being claimed against it to confirm their liability.  The customer was paid as claimed for the items for which she provided photos.   Regarding the items claimed as missing, the customer had very carefully checked off their shipment at delivery, confirming each inventory tag number.  Their last page of inventory, also attached here, ends at number 348. (Number 348 is extended through Number 351 to indicate that several items are included under that number.  The last circled number on their Customer Check Off Sheet also ends at number 348, indicated that all items were received.  The carrier did an extensive trace with all parties that were involved or had any contact with the shipment - these efforts did not confirm that any loss occurred while the shipment was in the possession of the carrier.  Therefore the claim for missing items was denied.

  Customer Answer

  Date: 10/30/2022

   I am rejecting this response because: The explanation regarding the missing painting makes no sense. For one thing, the labeling was not accurate or specific on boxes. For example, Allied packed 3 separate offices in our home, but all boxes were simply labeled "office." How would we ever know what could have been missing until the unpackers unpacked items? Also, there were many paintings packed with other items in large boxes, and none of the individually packed paintings/art were specifically labeled, so there was no specific number assigned to the missing painting. We had no way of knowing what was missing until the unpackers unpacked everything. For the record, I noticed immediately upon unpacking that the painting in question was missing and made it known. This painting was hanging in our house when Allied packed our belongings, and it was never unpacked at our new house. Furthermore, the numbered stickers on our moving boxes were a mess. There were multiple colors of stickers and many repeated numbers. I noted this on the original paperwork. We are not asking for reimbursement of transportation or broken items that were thrown away. We are asking for compensation for the missing painting and partial reimbursement for the inadequate packing and unpacking performed by Allied. We are still trying waiting on a final cost to repair the broken neon light that Allied had crated through a third party. Thank you, ****** Monday
  

  
  
  

  

  Business Response

  Date: 10/31/2022

  To complete the Customer Check Off Sheet, it is not necessary to know the contents of the cartons at the time the items are being delivered.  On that form, the customer is checking item numbers off as they come in the door.  When delivery is complete, the customer would have indications of which items did not delivery, assuming that all item numbers that were delivered were checked off.  The review of the customer's claim will determine if additional payments should be made.  If additional payments are indicated they will be made immediately upon the completion of the review.  If the customer does not agree with the decisions of the review adjuster the carrier does participate in an independent arbitration program.  The review must be completed prior to the initiation of any arbitration proceeding, per the rules of FORUM, the organization which handles the arbitrations.

   

  The booking agent has provided the $500.00 Gesture of Goodwill in lieu of reimbursement of the packing charges.  Per Federal regulations, a refund of any transportation-related charge (which includes packing-related charges) as a conciliatory gesture is prohibited.  If such a refund were to be discovered during an audit, it can lead to Federal fines being assessed to both the carrier and to the party who requested or received the refund.  Fines can go up to $100,000.

  Customer Answer

  Date: 11/01/2022

   I am rejecting this response because: Your continued argument about the numbers on the boxes is non sequitur. These are the facts: The missing painting was hanging in my house in ***** the day Allied/****** employees packed our belongings for transport. The painting never made it to our new house in **********. The painting was either lost or stolen between the time Allied/****** packed, transported and unpacked our belongings. Allied/****** is responsible for the cost of the missing painting, and until Allied/****** pays for the painting, in addition to the goodwill gesture and original settlement, we will not reach an agreement.
  
  
  

• Initial Complaint

  Date:09/30/2022

  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.

  Movers destroyed/damaged multiple pieces of furniture from a recent move. ***** are also many items missing. ***** company refuses to contact us even after reaching out to them 5+ times over the past 30 days to settle insurance claim. We paid for full replacement value for the items that they moved. They refuse to contact us to discuss our proof of cost for the items and to dispute the meager offer that they had made for some of the items. We provided proof of cost for the replacement items in our claim. They will not respond to phone calls or emails to discuss and settle claim. We have bee trying to reach a settlement and a person in the claims department on the phone since June/July.

  

  Business Response

  Date: 09/30/2022

  The claimant's file is actively being worked on.  Notes indicate the claim adjuster spoke with the claimant's daughter yesterday and went over the claim. A settlement check was issued in August.  If the claimant feels like something isn't being taken care of they need to contact the claim adjuster because notes indicate this claim is active .

• Initial Complaint

  Date:09/26/2022

  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.

  Allied Van Lines did not deliver my interstate move as contracted, and has refused to provide compensation. As opposed to a single delivery, Allied decided to split the move into two deliveries, with the second occurring outside of the contracted window.In dealing with their customer service ***** a ******************************, I was told in writing that the reason I was not being compensated was that there were policies that were not disclosed to customers that precluded me from being compensated. This policy, which is not disclosed to customers or available on the Allied website, stipulates that a certain percentage of the shipment must be undelivered for compensation to take place, regardless of the items that are in the undelivered shipment.In this case, the final delivery occurred on August 1 when the window closed July 27. A partial delivery was made (with significant damage that is still being adjudicated) on July 18, but that delivery contained no bedding, towels, or televisions (all came in the final delivery.) We made modest purchase to be able to live in the home while awaiting the remainder of our goods.I have emailed the leadership at Allied two times over the past 30 days with no response - CEO, CFO, General Counsel.The attached PDF is the email exchange with customer service where they clearly indicate that the policies that they are operating under are not proactively shared with customers. Additionally, it is clear that the standard operating procedure is to deny claims, regardless of their merit, as the claim was first denied due to our situation not meeting the basic for a delayed move - I had to correct **************************** dates as she indicated that the move had in fact occurred within the contracted window when it clearly had not.

  

  Business Response

  Date: 09/29/2022

  We are sorry for the delay which occurred on a portion of the customer's shipment.  His correspondence to the Executive staff was forwarded to the Manager of ***************** who was directly involved with the customer's move.  ******************** Manager, *********************, was also working with ****** in the **************** department.  The flyer to which the customer refers was not actually presented to him by any of the parties who handled his current move.  The flyer does mention payment of $100 per day for a delayed shipment; this policy, however, applies only to the main portion of a shipment and not to any portion which must be sent after the main load.  Delay compensation would be considered on an overflow portion if the portion exceeded 20% of the total shipment weight and contained items of necessity. That compensation would involve reimbursement for items of necessity purchased and supported by receipts. The customer's main portion was in excess of *****#, and delivered within the agreed upon dates; the overflow was ****#. The purpose of the per diem payment is to assist a customer in setting up housekeeping when they have not received their entire shipment.  The Order for Service, which is the actual contract document on the move, not the flyer which the customer sent, does refer to the fact that delay compensation is subject to the Carrier's Tariff and applicable terms and conditions.  The customer felt that this information was hidden from him.  The Tariff contains more than 60 pages - it is not possible to list all of the applicable terms on the pages of the Order for Service.  If the customer had any questions regarding the information stated on his Order for Service - the contract document - he could have either asked his Move Coordinator or contacted the Corporate **************** department.  On July 22 the customer asked about compensation for items such as towels etc; he was advised to submit receipts for purchases of items of necessity for consideration.  To date, no receipts have been received.

  Customer Answer

  Date: 09/29/2022

   I am rejecting this response because:
  

  1) When I called customer service the day of the move (I am sure there is a log of this call) I was told I could buy basics and get reimbursed.

  2) My request for reimbursement was then denied, and I was specifically told that no compensation would be provided for the delay, in writing, from Allied. Emails were attached to the original complaint here. I dont believe that there was any mention of asking for receipts, but I may have missed something.

  3) The customer service rep said, in writing, that the full tariff is not shared, but can be requested. The consumer, of course, would have to know that they have not been provided the full terms of service. It is not available on the Allied website, but the form that I provided that spells out the policy "Over the Road" is available. Allied hides its policies and does not stand behind those publicly available.

  4) Allied's internal policy as described in Item 306 assumes a consistent % of the consumer's items are delivered across all item types (personal effects, furniture, etc.) In our case, no bedding, towels, pillows or entertainment was delivered, and on the final day of the contracted window Allied could not provide a forecast as to when any of it would be delivered. It is fine that >80% of the weight was delivered, but the fact is that within that 80%, basic living items were not delivered and Allied could not forecast when these would arrive - hence the very modest purchase that was requested to be reimbursed.

  

  Business Response

  Date: 10/04/2022

  The customer's Order for Service does state that the delay compensation is subject to the carrier's tariff and terms of service.  As previously stated, the customer could have requested that information.  The full tariff is not routinely distributed because of it's size - few customers would take the time to thoroughly read the document, and since the rates contained within are subject to change, if a customer receives the full tariff he might refer to it in subsequent months after rates might have changed.  Regarding the need to submit receipts, here are the notes from the customer's conversation with Customer Service:

  "cust called wanting eta for o/f. Adv it shows an eta to the DA of the 28th, it would take a couple of days to process and then they
  would reach out to schedule delivery. Asked about delay comp; explained items of necessity, he asked if towels etc counted; explained he would need to keep receipts."

  Purchases would have had to be made after the shipment became delayed and prior to the shipment being delivered. The carrier reserves the right to determine the appropriateness of the purchases.  It would be expected that the items purchased would be items to get the customer through the time that they are waiting for their shipment, not items purchased to enhance the decor of the customer's residence.

  The carrier has answered multiple complaints from the customer.  The carrier's position has been explained on multiple occasions and will not change.

  Customer Answer

  Date: 10/07/2022

   I am rejecting this response because: The business uses opaque language and documents not shared with the consumer to support its points. Nowhere on its website can the consumer find the policies to which the business refers to reject a claim, instead relying upon the consumer to formally request documents during the sales process.

   

  I am not asking for any further follow-up from the business on this complaint. Their position is clear, albeit very customer unfriendly.
  
  

  
  

• Initial Complaint

  Date:09/13/2022

  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 hired Allied for a cross country move from ****** to *****. Pick up date was 7/27/22 in ********, ****** and delivery was 9/1/22 in ********, *****. In addition to loosing 25%-30% of my belongings, Allied successfully damaged almost all of my furnishings. My white upholstered bed looks like a mechanic handled it, and then lifted it with a fork lift, dropped it, and then proceeded to drag it across the warehouse floor for good measure. I had an ivory white chair, it's now a different color, almost like someone set it behind an exhaust pipe and left it there for a while. Additionally, a corner of the chair now has an orange stain. All three of the office desks shipped sustained damage. Leather furniture is stretched/impacted/scratched. Boxes marked fragile were caved in. I was billed for additional weight that they claim existed, but it's hard to understand since other households' items were sent to me, mixed in with some of my own. When I tried to call the Allied agent in ****** to let them know about a key tote that is missing (as directed by the booking agent), the representative essentially refused to speak to me. They tried to claim that they had no way to see any record of my move and that they weren't making any money from it, my booking agent was. I pushed back about the fact that it's hard to believe that they sent employees/contracted individuals to my home, took my things, had them at their warehouse and supposedly had no record of such work but also did it for free. Allied billed my credit card $17,000 before delivering my items, which means I was forced to pay before seeing the outcome of the "service" provided. There was no way to know that so much was missing or destroyed. I was billed for transportation of belongings that were never even sent to me, which means I was, at minimum, overbilled. When I called Allied and was told that it is against federal law to charge me less than the original amount no matter the outcome.

  

  Business Response

  Date: 09/13/2022

  We are very sorry for the difficulties and the problems that the customer has experienced.  Her Statement of Claim was just received late last week and assigned to a claims adjuster today.  The adjuster will be in contact with the customer within the next 7 days to advise the next steps in handling the claim.  The customer should not discard any items or make any repairs before the shipment is inspected by a damage claims specialist If there are items that are damaged beyond repair, or if the tracing efforts of the claims department do confirm that items have been completely lost and cannot be located, based on notations made to the delivery paperwork, then the portion of the transportation charges related to the weights of those particular items will be refunded to the customer.  Transportation charges on interstate moves must be collected before the driver can begin delivery. In cases where charges are paid with a certified check, the check is collected on the day of delivery before the doors of the truck are opened.  If charges are placed on a credit card, the charges must be run through several days before delivery to ensure that the credit card company will not have any concerns that will hold up payment.  As an example, some cards have a limit on them as to how much can be charged in any one transaction.  By running the card a few days before delivery, the customer has time to make any adjustments necessary to ensure that there are no concerns or delays at the time of delivery.

• Initial Complaint

  Date:09/12/2022

  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.

  We moved from ******** to ** in November 2021. Our household items got moved to a storage facility. The team onsite in ** told us that we could file a claim for anything broken later and that we had 9 months to do so. I documented everything I could, without tearing into every box....as that would have literally taken their team the entire day to unload our belongings. Fast-forward to nearly 9 months later, we have finally unloaded all of our boxes and have numerous broken dishes and other things (see photos). I file the claim for $366, with a $250 deductible, we are only talking about $116. Not a lot of money, however, if this is happening to a dozen people a week, over an entire year then $116 adds up to much higher profits for Allied. Their reasoning for not accepting the claim was " Because Allied Van Lines does not have any control over the access of the private storage facility, we cannot accept liability for any reported loss or damage not noted at the time of delivery" (see documents). They offer a settlement of $26 for the totes, that's it. My question, complaint back to Allied was - did you want me to take up an entire day of 3 guys on your team to search every box? That to me seemed like a waste of their time and energy, not to mention Allied's time and money. I have yet to receive a response, and it has been a week.

  

  Business Response

  Date: 09/12/2022

  We are very sorry that the customer experienced damages on their move.  The shipment was delivered to a public storage facility, one that was not under the care and custody of Allied Van Lines, and delivered out by non-Allied personnel.  The claimant did not note any damages to the cartons in question at the time the items went into the public facility.  As such, it cannot be determined when those damages would have occurred either during the move with Allied, or when the items made their final delivery to residence by non-Allied movers.  As such, the Carrier's liability cannot be determined.  This falls under the last handler rule.  The storage facility or party handling and relocating the household goods, after the initial delivery, and not the first carrier, is responsible for any damage or loss not noted when the first carrier delivered.  

  In addition, the items in question were not packed by Allied Van Lines personnel, but were packed by the customer.  Since there were no notations of carton damage at the time the items left Allied's custody, it would appear that packing issues were responsible for the damages.  Since Allied Van Lines did not pack the items, they cannot be held responsible for them. 

  The customer initialed their Order for Service indicating receipt of the booklet, "Your Rights and Responsibilities When You Move".  This booklet contains details regarding the importance of the customer completing an item check-off at the time that the Carrier delivers.  In addition, the Customer Check Off Sheet which the customer signed at delivery contains the following statement - "This form is an amendment to your shipping documents. The information recorded on this document will be used in the event a claim is filed."

   

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising 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.

  Terrible experience with Allied. I provided a very detailed inventory list of furniture I was moving out of my recently deceased grandmothers house. Allied told me it would require about 440 cubic feet. When the mover showed up, they said it would be over **** cubic feet (and cost twice as much), despite the inventory list being exactly the same This company's model is bait and switch. They quote you a great number and then jack the price on the day of your move. ***** and ***** in customer service are especially terrible and treat you like garbage.As you can see in the attached, I provided a very specific inventory list. There was no change in the inventory list, however when the movers go there the items - which are all average sized, took up way more space. It is clear to me that what Allied does is quote you a low price based on shoddy estimates, and then on the day of your move they tell you what its really going to cost, knowing that you have very few options other than just accept it. You cant just cancel a move the day of. This is a bait and switch tactic. Allied surely knows that their internal "estimate" tool is wildly off, but they just want to get you hooked knowing they can basically make you pay whatever they want on the day of the move.

  

  Business Response

  Date: 09/09/2022

  The customer's paperwork indicates that they moved with Allied ********************* They have no affiliation whatsoever with Allied Van Lines.  The customer might wish to file a complaint with the ****************** of *********** and ******** Services, who regulates movers in the ****************.  I am sorry that we are unable to assist, but this customer did not move with ***********************************

  Customer Answer

  Date: 09/12/2022

   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:08/29/2022

  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.

  Date of the transaction: 6/21/2022 Amount of money paid to the business: $16,519.03 Allied ********************************** committed to provide a timely, professional, and careful move/transportation for our cross-country move from **************** to *****. They agreed to provide on-going communication and detailed that the belongings would be moved continuously in the truck that they loaded into. The contract provided a delivery window of June 29, 2022 July 9, 2022. However, after many attempts to stay in contact with the company, we were unable communicate, even after the delivery window dates had passed. When we were finally able to make contact, none of the representatives could not locate our belongings. They claimed to not have enough delivery drivers and made the decision to load our belongings onto a train. Four days after the contracted delivery, they showed up with several items missing, broken, and did not seem to care about the detailed fragile notes into our current home.We have had zero communication with the business despite multiple attempts after the delivery. #************ (order & tracking number)Agent code: *******, *******

  

  Business Response

  Date: 08/29/2022

  We are very sorry for the delay in delivery of the household goods shipment and for the damage sustained to their goods.  The Claimant should submit their damage claim form and delay claim form to customer service at their earliest convenience to ************************** and they will have the claims set up for review.

  If the Claimant needs to speak with someone they should call ************

  Thank you

  Customer Answer

  Date: 08/30/2022

   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:08/17/2022

  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.

  We set up a move with Allied. Im *************************** and my daughter is *********************. Two households two different address for pickup and drop off. June 28 we were loaded out of ***********. Contract states July **** is delivery to ********************************************************** and ****************************************************** They say truck broke down and driver claimed ( when he showed up on July 17) ALLIED would not get him a truck until last minute which put our deliver out till July 17. Or they could not find help to use a smaller truck over two days. It states on the Delay Claim Form that it is $100 per day that they will pay out for the days delayed. There were TWO houses delayed. The Delay Claim Form also states just like the email Allied sent me to make sure to attach receipts of items that were purchased due to the delay. All was attached. My daughter lost 7 days of work which is $700 for her. She bought us a tv for each house and we bought silverware and everyday essentials. ***** also had to buy a new hard drive to continue with her at home job. We receive a check for $600 (days delayed) which was for 6 days. When i call i am told no it is a standard form and customers do not get reimbursed for any expenses they had due to delay. I feel we should be reimbursed as ALLIED caused the entire issue. In any case our items did not show for almost a month, so we had to buy things to get by plus my daughters job. It shows on the copy she emailed which was two separate claim forms for delay since it is 2 totally different households and cities which shows all receipts and job info. They caused all of the delays. Not us. Driver stated in person to me and my mom and niece that they didnt start looking for a rental truck or any other type of equipment till last couple days before July 17, 2022. I am 86 Yrs old and this whole move has taken a big toll on me and my daughter. She made 5 trips to me 167 miles each way to bring me what i needed at my house alone to live.

  

  Business Response

  Date: 08/17/2022

  We are truly sorry for the delay in delivery of the household goods.  It is never the intention of the carrier to have a delay as we do realize the frustration and inconvenience this causes.

  Since there is one move registration the contract terms for delay pay out the allotted amount per the contract agreement. The carrier has this agreement in case there is a delay and the compensation is meant to assist with out of pocket expenses for items of urgent need to set up house until the goods arrive. The compensation is not provided with expenses on top of it.

  Again, we are very sorry for the delay in delivery.