Complaints

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

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  SIRVA, Inc.

  PO Box 988 Fort Wayne, IN 46801-0988

  
• 

  SIRVA

  1 Parkview Plz Ste 300 Oakbrook Terrace, IL 60181-4491

  

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:06/24/2025

  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.

  On March 13th, we hired Sirva aka Allied to move our things from the ** to *******. We paid $14k which included $25k of insurance for damaged or lost goods. Because we didn't go with the Gold plan we were asked to list the insured items and replacement amounts that add up to the $25k. Our things arrived June 13th and 6 items were damaged. 3 of them were on the high risk handle with care list and 1 wasn't listed. We requested the replacement costs for the 5 items that were listed and was given a "settlement" amount for much less. Attached is the claims form, and related emails. I was unable to upload pictures due to size restrictions.

  

  Business Response

  Date: 06/24/2025

  thank you for reaching out and we are very sorry for the frustration and inconvenience the claim settlement has caused.

  Unfortunately, there is nothing we can change. The claim was settled according to the rules of the international claim process and the adjuster has paid the maximum allowed.

  Any dispute can be discussed with the claim adjuster but I sincerely apologize we are unable to make any changes to the settlement.

  Customer Answer

  Date: 07/02/2025

   I am rejecting this response because:

   

  As I stated.  In determining the insured amount I put in what the item was worth and they accepted it.   There is no language about settling at a lessor amount.  Please ask them to provide that proof. Why would I buy insurance if I wasn't going to be made whole? I could have just taken my chances.  

   

  Also why have us list the pieces that are high risk for special care to have 3 on the list damaged. 

   

  I am willing to accept $1500. My dryer alone is $1299 to replace.  

   
  
  

  
  

  

  Business Response

  Date: 07/03/2025

  Once again, we are truly sorry that the Claimant is unsatisfied with their claim settlement.

  Unfortunately, we are unable to adjust a settlement or review a claim file through this BBB site.

  We recommend the Claimant contact the claim adjuster to ask for the proof and answer all the questions they may have about their claim. The Claim adjuster will be able to best explain details.

  Thank you.

• Initial Complaint

  Date:06/12/2025

  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.

  The move was to be done with northAmerican. The broker promised no Allied Moving but lied. Furniture damaged, rugs dirtied, broken appliances. Sirva handles the damage claim HOWEVER they are SLOW. They want money now for move, tell you when the items will be delivered and then when damage occurs the rules are shoved in you face and the reply is- process in order of submittal. IF they have a long waiting period HIRE good people and increase staff. I could wait MONTHS< DAYS> HOURS

  

  Business Response

  Date: 06/13/2025

  We are very sorry for the frustration and any inconvenience this relocation has caused our customer.

  ************************ and Allied Van Lines are all a part of SIRVA and at times it  may be beneficial to utilize one or the other in order to have a shipment serviced properly.

  Our apology if the length of time for settlement was too long in they eyes of the customer. Claims are processed in the order of receipt in an effort to be fair to all customers. We do have good people and an appropriate staff to service the claims. Claims are concluded much quicker than the timeline allotted per the federal regulations.

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

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The damage was part of a household move which ended 10/20/24. The claim number is ******. Partial payment has been made, payment for a shattered handcrafted piece of artisan glassware valued at $1000 has not been paid. In addtion, four womens wigs are missing and their value is $775. Pictures of the damaged glassware was submitted. I cannot submit documentation for items that are missing. I have never received any communication about these items. I have asked that claim be escalated, but have not been contacted.

  

  Business Response

  Date: 12/18/2024

  We are very sorry that the Claimant is having issues with their claim settlement.

  The claim file has been sent to the review specialist for a final review and the Claimant will be notified when the review is complete and if there will be any further consideration.

  The Claimant indicates they purchased full insurance protection. The carrier does not sell insurance, as we are not an insurance company. The Carrier sells valuation coverage and under this coverage the carrier is permitted to limit their liability to loss or damage which is proven to be caused by mishandling on the part of the carrier. The Declaration of Value indicates this at the top of the form.

  Again, we are very sorry for any frustration and/or inconvenience this has caused the claimant.

  The file will be reviewed for further consideration.

  Customer Answer

  Date: 12/19/2024

   I am rejecting this response because: while I understand the complaint is under review the on-going absence of any communication about the unresolved items is not acceptable. I can only conclude that this entire process has been a classic example of "stonewalling". As to the "insurance". In my view it seems to be a distinction without substance. Call it what you will, the valuation coverage that I purchased seems to cover damaged and missing items. My claim includes one completely destroyed item and a missing item. I purchased the coverage with the understanding that damage and loss would be fully covered. Why else would someone purchase this coverage? You may wish to know that the original contact person at the moving company never used the term valuation coverage. In fact, he repeatedly used the term "insurance".

  
  
  

  
  

  

  Business Response

  Date: 12/30/2024

  Again, we are very sorry the Claimant is not in agreement with the claim settlement. The file will be reviewed by the senior adjuster and they will relay the outcome directly to the Claimant.

  Purchasing valuation coverage is not a guarantee of coverage. The valuation provides coverage for proven loss and/or damage. Apparently the claim adjuster was not able to confirm a proven loss/damage claim and therefore the claim was denied.

  The review adjuster will once again review the file and determine if anything further was presented that will change the result of the settlement. Once that occurs that will be the Carrier's final resolution.

  Unfortunately, it can take up to 60 days for that to happen and the file is in line in order of receipt for a review.

  Our apologies that resolution cannot be determined through this BBB site.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Sirva to handle our move from ****** to ******* Crew was untidy, leaving garbage behind every day including empty tape rolls, leftover food and food wrapping. Crew did not seem to have appropriate tools and used our own tools Crew left various nails, screws and other sharp metal object in my driveway every day The inventory sheets as well as descriptions on boxes were illegible We had a number of large framed limited edition pictures and paid the moving company to make crates for them. Each crate was made to measure for specific pictures, numbered and a list provided to the crew. The crew ignored the list and randomly assigned pictures to crates. They also packed the crates with other random objects such as baseball bats and clothing racks. Two crates were received broken as they were too small for the content put in them We were charged $2,743.75 for a shuttle service at origin and $2,286.45 at destination. This was based on the moving companys claim that a container could not be brought onto our street and a smaller truck was required. There were no issues at origin with a large truck accessing our street and a shuttle service was not needed when we moved in. We later realized that the shuttle service was to accommodate the movers business model to work multiple jobs at once. The shuttle would drop off one person at our house and the other two would drive off to work other jobs. They would come back several hours later with our shuttle loaded with other peoples furniture. At destination, our street is a cul-de-sac but has a roundabout at the end. As there was construction on our street, we were able to video a much larger truck successfully negotiating the roundabout and sent it to the movers who had to refund our money ($2,286.45)A number of items were missing at the end of the move and we noticed the driver picking up the inventory sheets and crossing off items making it impossible for us to know which items were missing No responses to our emails

  

  Business Response

  Date: 11/26/2024

  We are sorry to learn of the difficulties that the customer has experienced.  We have referred the complaint over to the management staff of our ********************** for further investigation.  The customer's damage claim was paid for the amounts caimed by the customer and the check was issued on August 8.

  Customer Answer

  Date: 11/26/2024

   I am rejecting this response because: the claim has nothing to do with the breakage claim for which a payment was made. This has to do with poor performance and charging for services that were not required 
  
  
  

  

  Business Response

  Date: 11/26/2024

  The entire complaint was referred to the *********************** and they will be responding to the entire complaint.

  Customer Answer

  Date: 12/04/2024

  I reject the response from the business on the basis that I have spent months providing evidence including pictures of the issues and they have done nothing about it. They are just stalling.

  

  Business Response

  Date: 12/04/2024

  Unfortunately this cannot be resolved through this BBB site.

  We have indicated multiple times that the ********************** is reviewing the case and will be in touch.

   

  Customer Answer

  Date: 12/04/2024

   I am rejecting this response because they have not provided any options to resolve this issue and want to exclude the BBB involvement
  
  
  

• Initial Complaint

  Date:10/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from ********** to ******** on August 21, 2024, hiring North American Van Lines to complete the move. On 8/21/24 all personal items and articles were packed and loaded into their moving truck. The articles and items were delivered to my new residential address on August 22, 2024. During the course of the move a side table was damaged and broken. I was directed to file a "statement of claim" for the damaged furniture piece, which I did on September 3, 2024, via postal mail. I received confirmation of receipt of my claim via email from ***** ******* **************************************** on September 12, 2024. In that email response from ***** I was asked to provide photos of the damaged furniture piece, which I did. I then received an email confirmation from ***** stating receipt of the photos and that they would be reviewed. I then received a follow-up email from ***** on September 20, 2024 with a report attached. The report was generated by a third-party furniture restoration company, Artisian Restoration - DBA Artisian Furniture, **********, **. In the report, they suggested denial of my claim stating the damage, "was an accident waiting to happen". On September 24, 2024 I emailed ***** regarding the denial of my claim and I received a response the same day from ***** stating my claim was being escalated internally for review by their claims analyst, ******** ******** *********************************************** I emailed ******** on September 30, 2024 after not hearing any response. I received a response from ******** the same day stating she had not reviewed my claim as yet. As of October 8, 2024 and I still have not received a response from ******** regarding my claim. I'm now filing a complaint with the BBB to assist in generating a favorable response to my original claim for the damage to my furniture that occurred during the handling and move. FACT: My furniture was not damaged prior to the move (I have photo evidence), and it WAS damaged upon receipt at delivery.

  

  Business Response

  Date: 10/08/2024

  We are sorry to learn of the damage that the customer has experienced and the inconvenience that this has caused.  Reviews can take between 50-65 days to complete, as reviews are done in order of receipt, and the review adjuster handles reviews for two carriers. All documents related to the shipment are obtained and researched to make the process as fair as possible to the customer.  The adjuster will be in contact with the customer after their review is complete, within the approximate time frame stated above.

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because: I am requesting one of two options for resolution. Refund or repair of the broken piece of furniture, not a further delay in action. The simple fact of the matter here is that the furniture piece in question was NOT broken when it was loaded into the moving truck in New Jersey by North American Van Lines. When the same piece of furniture was unloaded from the truck in Maryland a day later, it WAS broken. Regardless of its fragility or age, it is fair to request a refund or repair of the piece of furniture. The broken piece of furniture is part of a set of three (3) pieces. The other two pieces, which are of the same age and fragility were not broken, arriving at the destination undamaged. I reject the response by this company and expect resolution to my satisfaction. Refund or Repair.  
  
  
  
  
  

  

  Business Response

  Date: 10/11/2024

  We are very sorry and please know that the claim file is in line to have a review performed.

  Unfortunately they can take some time and ask for patience until resolved.

  There is nothing that can be resolved through this site but the file will be reviewed as quickly as possible.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sirva is supporting a claim I have with Allied *** Lines. Sirva employees seek to minimize and/or dismiss appropriate claims for lost and damaged goods. In this particular case, Sirva incorrectly noted their reasons for not making my family whole for 6 of the 8 items listed.

  

  Business Response

  Date: 07/10/2024

  We are very sorry the claimant had damages and missing items to report from their relocation. The carrier made settlement on the damaged items, however the claimant did elect to have a $500 deductible so the deductible has now been met with acceptance of liability on the damaged items.
  The claim file is going to go to a review process and they will make a determination as to whether additional liability is accepted for the claimed missing items that were not documented at the time of delivery.
  Unsure why the claimant is seeking $13,000 as resolution as their claim filed is far less than that amount.
  It is documented that the staff would like everything in writing, first so we have documentation, and second due to the way they were spoken to over the telephone by the claimant.
  Again, we are sorry to cause any frustration and/or inconvenience to the claimant as their claim file goes through the review process.

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because of the inaccuracies and lack of completeness.
  

  First, we are not seeking $13,000 as a settlement. This was simply what we paid (approximately) to Allied for the move. This was included on the BBB complaint form. 
  

  Second, the response doesnt acknowledge that Allied has either an incomplete or inaccurate inventory list. This argument is very easy to follow - case in point is that the ladders are not listed at all, although 2/4 were delivered and the bike itself was also delivered, just missing the seat. 
  

  Finally, the amount noted in the settlement is completely inadequate on only addresses 2/8 items stolen and/or damaged. 
  
  

  
  

  

  Business Response

  Date: 07/10/2024

  Any information and/or substantiation that *** be helpful should be submitted to the review adjuster to consider when the file is reviewed.

  Unfortunately, we are unable to resolve the claim through the BBB website.

  Customer Answer

  Date: 07/11/2024

  I have provided extensive details and substantiated all claims, but this information seems to be conveniently ignored or dismissed by both Allied and Sirva. As a reminder, all we are seeking is to be made whole by replacing or reimbursement for lost and damaged items. Its literally only 8 items! 
  
  
  

  

  Business Response

  Date: 07/11/2024

  Again, the claimant will need to supply the review team with any/all information he has to substantiate the claim.

  We are unable to resolve a claim through the BBB site.

  Our apology.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husbands job transferred him to a new location and they use this company to do the move (Sirva)We moved in February. All of our things were packed by the moving company ******* Moving and Storage out of *******. Upon receiving our items we had a lot of damage and are missing items. Everything that was damaged and is missing has been reported to Sirva and all claims were sent in to Sirva. After starting to submit our claims we were told that our case was being transferred to a ***************** with adjuster from Sedgwick. He had someone named **** come out and document everything and take pictures. We found out nothing was documented only pictures and is now with an insurance company ****************** handling the case is Many *******.. Upon speaking to ***************** he was rude to my husband. He started my husband didnt want to cooperate because he called my husband at work where he couldnt talk and asked him to provide info that he couldnt provide at the time of the call. My husband stated you should have all this info that we have submitted. ***************** stated he would only deal with him through email. We are 3 months into the claim process and nothing has been done and communication is none. I called and spoke with ****************** after my husband spoke with him. He told me that he makes the decisions and whether to approve a claim. He also told me that my mattress could be ruined if someone in the household sleeping on it is bigger. This is a $6,000 mattress that is only two years old. He is insinuating that we are not being truthful about our claim. He told me he would approve some of our claim because it was an unusual situation for our mattress and bed frame but were had to wait for him to get back from vacation. He stated he could approve some of it without getting good supervisor involved. The frame is apart of a set and another two things in that set were damaged. I have provided names of companies we bought from and similar items with pricing.

  

  Business Response

  Date: 07/01/2024

  We are very sorry the claimant is experiencing the frustration and inconvenience as they describe.  It is never the intention of the carrier to provide a service less than expected from a professional moving company.

  With this being an Intra Georgia claim the agents do operate under their own authority and have different guidelines than an interstate relocation.

  The agency has been advised of the complaints with the claim process.

  Please continue to work with the agency in order to resolve the claim as quickly as possible.

  Again, we are very sorry for any inconvenience this has caused.

  Customer Answer

  Date: 07/01/2024

   I am rejecting this response because:
  It has been 3 months since this has occurred and there has been no outcome or communication. We keep getting the same response. That they will forward our complaint and it is never addressed. Sirva set this all up transportation, storage and packing. We received our items either broke, damaged or missing. We are without a bed for 3 months and feel this should be handled in a timely manner. We need someone assigned to our case that is aware of procedures. This insurance company never worked with Sirva before and were asking us questions like how much insurance we have. This is all handled by Sirva and questions they can answer. We were lead to believe we would be working with Sirva only. Weeks later we were told it was being transferred to another insurance company. We would appreciate getting  this resolved as soon as possible. 
  Thank you
  
  

  

  Business Response

  Date: 07/01/2024

  Unfortunately, the claim cannot be resolved through this BBB site.

  The agent and account managers are working toward resolution.

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

• Initial Complaint

  Date:06/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was dropped off at *************************** ********* on May 7th 2024 to be delivered to ***************. The vehicle was picked up by ******************** SIRVA on May 20th 2024 and scheduled to depart for shipment on June 13th 2024 and be delivered by June 29th 2024. After several inquires with the company, SIRVA realized that the information on the tracking website is incorrect. There was no notification to me in regards to my delay of shipment. The shipment is now coming in July 25th 2024. This is extremely LONG wait for my shipment.This is causing hardship for my family and I. We have a son and need to get around the city and having to pay for new bicycles just to get around. I would like this to get resolved and vehicle delivered as soon as possible.

  

  Business Response

  Date: 06/24/2024

  We are very sorry the claimant has issues to report with delivery of their vehicle.

  We will get this complaint over to our ********************** and someone will reach out to the customer for resolution and/or an update.

   

  Thank you

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Move-in: 10-19-23 Original claim denied for, "Regretfully, we must deny liability for the residence damage claimed. With this type of damage, we must have immediate notification by way of written exceptions noted on the paperwork, as residence is at risk daily. We did reach out to the Allied agent and were unable to confirm the claimed damage. Written exceptions are the only way we can verify the damage was done while our personnel were present, as there were none, we cannot make an allowance. Immediate notification, and/or report, was documented via phone call the day of the move after the incident occurred. The phone call took place on 10-20-2023 at 5:47 PM for 13 minutes to the phone number ************ in which I spoke to the coordinating customer service representative, for my specific move, ***************************.Not one SIRVA or ALLIED employee point out, write, or express that a 24-hour timeline was mandatory for submitting the actual claim. Prevention of final walk through to notate damage and do a final inventory check was also reported. A representative Lakevion ****** created a hostile altercation in my home, at which point he called off the move and circumvented the entire handover/delivery check-out / walk through inspection process. SIRVA on the BBB (Better Business Bureau) for similar claims, including a recent claim of 02-28-2024, which (SIRVA) responds, A residence is subject to damage on a daily basis with individuals coming in and out and therefore it is a requirement that residence damage be documented or reported immediately within 24 hours.There is no mention in the signed contractual agreements of you all A) being self-insured or B) requiring that all damage claims be reported within 24 hours, combined with the fact that your insurance policies registered with the DoT are inactive and the numerous BBB complaints of wrongdoing, tells me you all have an established pattern of abuse The damages amount to approximately $48,000.00.

  Customer Answer

  Date: 05/30/2024

  Contact by the Business to send insurance settlement check 

  

  Business Response

  Date: 06/04/2024

  We are very sorry the claimant had issues to report from their relocation. It is never the intention of the carrier to cause frustration and/or inconvenience during this time.

  The statement regarding residence damage is true that is must be reported right away in order for the carrier to accept liability. Each and every day there are possibilities for other parties to be in the household that could cause damage as well.

  The claim file is under formal review and the final determination will be made during that formal review. The claimant will be notified once that is complete with the verdict.

  Unfortunately no resolution can be made through this BBB site.

  Again, we are truly sorry for any inconvenience this has caused the claimant.

  Each instance is different and it is unknows what each and every review on the BBB was regarding or the circumstances surrounding their relocations.

  Thank you.

• Initial Complaint

  Date:05/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used North American *** Lines for a cross country move from *********, ** to a storage unit in *******, **, which was loaded on 8/1/2023 and guaranteed to arrive by 8/8/2023. The delivery didnt arrive until 8/12/2023. My husband and I had plans on 8/12 when it finally arrived, which we partially missed out on to supervise the unload. We only received a call from the driver late on 8/11 letting us know theyd be there early the next day. Their policy regarding late delivery is $100/day for loads over 3500 lb. Ours was 8220 lb. I even received an email with a delay claim form to file from North Americans Agent that coordinated our move. When I filed the claim, SIRVA quickly responded that their policy regarding storage units disqualifies any claim to late arrival reimbursement. This was neither stated on the storage unit addendum that I signed nor ever brought to my attention until I filed. That policy seems extremely shady and could be used against anybody else using their service to storage units to blatantly violate the promises they make when selling their services.

  

  Business Response

  Date: 05/02/2024

  We are very sorry that the Claimant had a delay in delivery. It is never the intention of the carrier to have a shipment delayed and we apologize for any inconvenience this may have caused.

  The guaranteed date policy of the per diem per day is to provide compensation that will assist the customer in possibly making purchases of items of necessity to set up household until the shipment arrives. As this is not urgent in a shipment delivering into storage it is excluded from the delay compensation policy.

  The Estimate/Order for Service does say that the compensation is subject to carrier's applicable tariffs and terms and conditions and this is excluded per the carrier's tariff.

  Again we are truly sorry for any inconvenience and for the frustration this has caused the customer.

  Customer Answer

  Date: 05/03/2024

   I am rejecting this response because:
  
  In the same spirit of compensating for items purchased to alleviate belongings not arriving on time per their response, my husband and I experienced the same type of stress with our delivery to the storage unit being late.  We had just moved across the country, we were staying in an expensive short term lease while we house hunted, and we had blocked off the delivery date in our busy schedules to both be present for it.  The day our shipment finally arrived, we were forced to miss two showings with our realtor and made late to an event for which we purchased tickets.

  The policy should have at least been printed on the storage unit addendum and brought up by the agent selling us their services.  I may have gone with another company had I been aware.  I strongly feel that we deserve compensation, more than an apology, being that they sold me a guaranteed delivery date and didnt deliver.  It would really help out in covering some of the costs that we endured due to the late delivery.

  

  Business Response

  Date: 05/06/2024

  Again we are very sorry for the delay in delivery to the storage facility. However, we are unable to make any changes to the terms and conditions per the carrier's tariff.

  Unfortunately spelling out each and every policy on the ***************** isnt doable which is why it states subject to carriers applicable tariffs and terms and condition. There is simply no way to spell all every detail on that *****************.

  We do hope the claimant is getting comfortably settled in their new location.

  Thank you