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:04/27/2023

  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.

  SIRVA supposed to help me relocate and reimburse relocation costs as part of relocation assignment for Apple. SIRVA denied the reimbursement even though I had submitted housing, hotel and transportation reimbursement that were approved with clear receipts but SIRVA refused to process them. I'm asking SIRVA executives to investigate the situation and pay out the reimbursements that should've had been paid out.

  

  Business Response

  Date: 05/05/2023

  Thank you for allowing us to explain our position. We do apologize for the frustration of the claimant.  However, the claimant was paid for all expenses, less those that did not have sufficient documentation per client policy. This issue was settled quite a while ago and it is our understanding the claimant is no longer with the company that authorized expenses. The claimant would need to pursue further reimbursement with the former employer.

  Regards,

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a move from ************* to *********. During the move dome items although clearly marked to to be taken were and have gone missing. Transportation was delayed due to there being no available drivers to move our property allowing ample time for our items to be picked through. Once delivery day arrived we found that many of our items were damaged due to improper loading. A wood stove packed at the top of the truck if not for my quick action would have landed on one of the movers. Also a doorframe was damaged during the move. Because of the amount of damage the movers quickly got out of the house and left paperwork in our kitchen saying that someone would be in contact about insurance and assembly of the items disassembled. None of this happened. Because of the damage we quickly went through our items looking for what was stolen from the home and looking for damage. As many have reported SOP is to stonewall the customer. We were told that we signed for the delivery. We did not. Our copies of paperwork have no signatures. We paid for additional insurance that they refuse to honor. We were offered 4% of the value of the missing and damaged items and then all contact was severed. The only way to get a response from andyone at sirva is to involve government agencies. Even then some of those they ignore. I recommend everyone reading this not give up. I won't.

  

  Business Response

  Date: 02/09/2023

  We are very sorry the claimant had a negative experience with their relocation.

  The claimant had representatives at origin release the shipment to the driver. All items tendered to the carrier for transport were delivered at destination. Destination paperwork was signed at the time of delivery.

  The carrier does not sell insurance as we are not an insurance company. The claimant purchased valuation which is not insurance as documented on the Customer's Declaration of Value. Under valuation coverage, carriers are permitted to limit their liability to loss or damage which is proven to be caused by mishandling on the part of the carrier.

  The claim was settled in accordance with the valuation coverage the claimant purchased.

  There has been numerous correspondence with the claimant and they are fully aware of the carriers position in this matter which will not change through this BBB website.

  Customer Answer

  Date: 02/09/2023

   I am rejecting this response because:
  
  As just are aware by our one sided conversation where sirva refuses to respond, no signatures were given by us. The drivers who came did not request them and frankly could not get out of the house quickly enough. Please try again. As for insurance, your documentation provided did call it insurance, not valuation protection. Again please try again. Sirva makes every attempt to stonewall the customer and will not respond to this if past experience is an indicator. They only respond once. The only ways to get a response is to show up in person or submit to some sort of government agency. Also a claim is not settled until the check is cashed which as you know, it has not been. Send an appropriate payment and I go away. If not this continues indefinitely.

  

  Business Response

  Date: 02/09/2023

  As previously stated, no resolution will come through the BBB website.

  The claim was resolved as it should have been and there are numerous email correspondences between the claimant and everyone that the claimant has reached out to.

  The claimant is very much aware of the position of the carrier.

  Customer Answer

  Date: 02/09/2023

  I did supply that documentation, but here it is again. There is no acceptance signature on my paperwork and I paid for full valuation insurance. ************************* refuses to respond to phone calls and emails. There was no arbitration offered, nor was a review of the claim. They sent a check for 4 percent of the total value of the items. Not full replacement as outlined in the contract. 

• Initial Complaint

  Date:11/15/2022

  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.

  Sirva *********., is the parent ******* of ***** American *** Lines and ***************************. I filed a claim for loss/damage/theft of household goods as required via the moving contact; all deadlines to file the claim were met and a complete inventory of the missing items was submitted. I have written several letters and made several phone calls to the *** of Sirva and they have yet to address this issues to my satisfaction. Instead, a claims representative from ***** American *** Lines simply mailed me a check in the amount of $200.00 in an attempt to satisfy a nearly $8,000.00 loss/damage claim. At no time did anyone from Sirva BGRS, ***** American *** Lines or *************************** contact me to discuss this claim. It defies commonsense and good business practices to process a loss/damage claim without discussing the claim with the claimant. Sirvia BGRS, ***** American *** Lines and ********* Moving and Storage are doing everything to avoid their responsibilities to process the claim or submit my claim to their insurance carrier for further review. Please see the attached letters and claim spreadsheet for detailed information. I really need the assistance of the BBB since I believe that this is a fairly common problem with many moving and storage firms. I look forward to your input and assistance.

  

  Business Response

  Date: 11/16/2022

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

  The customers responsibility is to check their shipment at the time of delivery to ensure all items that were tendered to the carrier were received at destination. In this case the claimant completed the customer checkoff sheet at the time of delivery and no damages or missing items were documented. The claimant checked the box that everything was received and it is written on the checkoff sheet "all here". 

  The claimant signed every inventory page acknowledging that all items tendered to the carrier were received at the time of delivery. There is a notice on each page warning the customers "before signing, inspect your shipment carefully and make sure every item listed is accounted for at delivery. If there are items missing or damaged note the details in the "exceptions at destination" column. If for any reason you were not given the opportunity to inspect this shipment, you should call this toll-free number...... The carrier was not contacted.

  The carrier received a claim for numerous items claimed as missing nearly 8 months later, which is in the timeframe to file but not a guarantee of liability. There was a thorough trace completed and nothing claimed as missing was found. The carrier does not have the customer's belongings. There is no evidence that anything was lost during transit and the claimant acknowledged this with their signature on all paperwork.

  The claimant has been advised of this and unfortunately there will not be a change in the carrier's position through the BBB either.

  We apologize for all the frustration and inconvenience this customer is experiencing.

  Customer Answer

  Date: 11/16/2022

  I, ******************************* hereby reject the response submitted by:

  
  Sirva *********., North American *** ************ & ***************************, ***** for the following reasons:

  At no time did the driver or the day laborer offer or provide ANY inventory worksheets,paperwork or documentation prior to starting the off load of my household goods. The driver was most focused on dropping off my household goods and getting back on the road to *******. In addition, the first and only task that the driver focused on was getting full payment via my credit/debit card prior to starting the off load/delivery process. He stated that he could NOT begin to off load my belongings until full payment was verified. Due to the amount due I had to get approval from my bank to fully process the charges which took about fifteen minutes, and the driver was more than a little irritated that he had to wait, stating again that he had to "get back on the road ASAP". The driver, an employee of North American *** ************ was accompanied by a day laborer who was independent and had no direct affiliation with Sirva BGRS, NAVL,AMS or any related paperwork or delivery process. The entire off load took less than three hours and NONE of the clearly labeled boxes were placed in the appropriate rooms of my house. Most importantly, the required paperwork was NOT presented to me until AFTER the offload was completed; at which time the driver stated that I was to endorse the forms and if anything was missing, damaged or lost it would be handled via the claims process. In fact, I indicated that my couch cushions were missing, and the driver made a telephone call to *************************** to report the lost, missing or stolen items. Since I am disabled and require a wheelchair to get around it took me several months to simply place the boxes into the appropriate rooms of my house prior to beginning the process of unpacking. I determined that two (2) boxes were missing, and two (2)suitcases arrived empty (one of which was broken by ****). The contents of the lost and/or stolen boxes was clearly outlined in the original claim submitted on April 04, 2022. The most interesting part is that one of the boxes contained my summer clothing, hangers, medical equipment and various decorations etc.,while the other contained a few garage items. What's even more interesting is that the bulk of my power and hand tools were delivered intact, most likely due to the fact that they were shipped in a locked Steelcase cabinet which NAVL & AMS did NOT have access to. As for the items packed in the suitcases; ALL of the missing weightlifting equipment was packed in a large suitcase which NAVL has already admitted that they damaged (they even forwarded a check to me in the amount of $200.00 to cover the cost of replacing the suitcase that they damaged and delivered EMPTY which I have NOT yet cashed). A second suitcase also arrived EMPTY and contained a computer, Bluetooth book shelve speaker and **************** Professional Suite software/CDs. What is most interesting is that even if I had been given the opportunity to check off individual items as they were offloaded, I would have NEVER known that the suitcases arrived empty until I began the unpacking process. Furthermore, NAVL totally overlooked the photos of damage done to my furniture and weightlifting equipment. Finally, to add insult to injury NAVL driver & laborer failed to reassemble the weightlifting bench and kitchen table both of which NAVL disassembled in preparation for shipping my belongings between states.

  In conclusion, I have moved/been relocated numerous times in my adult life and this is the very first time that a moving company has refused to call me to discuss a loss damage claim, North American *** Lines simply arbitrarily decided to mail me a check in the amount of $200.00, ignoring the two (2) missing boxes, two (2) empty suitcases and the photos of missing/damaged furnishings. Furthermore, since submitting the original claim I have found significant damage to a custom-made Amish cabinet. The only reason I found this expensive cabinet was damaged by NAVL was I noticed a major structural part of the cabinet was sticking out from under the cabinet when I was vacuuming (it is worth noting that the damage to this piece of expensive furniture was not part of the original claim). I point this out only to illustrate that during my last relocation that the national moving firm that I used damaged my dining room furniture and in one phone call the claims representative scheduled a furniture restoration expert to come to my home to make the necessary repairs. In addition, the same claims representative was in near daily contact with me in an effort to coordinate processing my claim in a fast and professional manner. Sadly, Sirva BGRS, North American *** Lines and *************************** do NOT offer the same level of customer satisfaction as did previous moving and storage firms that I have used. Isnt that why NAVL insured my shipment? Shouldnt they submit an actual claim to their insurance carrier for processing? Perhaps because I am a small individual customer rather than a large corporate client that typically uses Sirva BGRS,NAVL and AMS they feel that they can simply ignore this issue? Maybe thats why NAVL forwarded me a check for $200.00, thereby admitting their culpability for the damage, lost or stolen household goods that they failed to deliver?

  At the very least, Sirva BGRS CEO should instruct the claims representative to pick up the telephone in an effort to resolve this matter in a way that benefits Sirva BGRS, NAVL, AMS as well as me... THE CUSTOMER!
  
  

  
  

  

  Business Response

  Date: 11/21/2022

  We are truly sorry as there is nothing further to change the position of the Carrier.

   

  Customer Answer

  Date: 11/23/2022

  
  November 23, 2022

  I am rejecting this response because:

  North American *** ************ (aka: Sirva *********. and/or *********************************.,) picked up my household belongings on July 08, 2021, and told me that my boxes and furniture would be stored in the wooded crates that **** brought to my home on their truck. My belongings were to be stored at ********* Moving & Storage and would remain there until I scheduled delivery to my new location in ********; this was tentatively scheduled for August 2021. I learned through **** account coordinator that my household goods were unloaded from the shipping crates and stored in the ******** Moving & Storage facility. I have no way of knowing the conditions or security of ******** Moving & Storage facilities however, it is NOT unreasonable to conclude one of two possible scenarios on the lost/missing household goods:

  
  1)  **** delivered the missing items to the wrong house (this would account for the two missing boxes) or,
  

  2)  ******** Moving & Storage deliberately stole the missing computer, software, Bluetooth speaker & weightlifting equipment all of which were packed in the two suitcases delivered broken and empty.

  As stated in my last note to the BBB, even if I was given the opportunity to check the inventory as the **** driver and day laborer unloaded my belongings a full month AFTER they were taken to the AMS/**** warehouse in July ******************************************************************************************** addition,the **** workers didn't bother placing ANY of my boxes into the rooms as clearly marked on each box. Furthermore, the first and only time that the **** driver showed me any paperwork was AFTER they had unloaded all my belongings. If that is not enough, neither the **** driver or the day laborer bothered to assemble my weight bench or kitchen table even though the **** pick up team disassembled these items to load them on the truck. In addition, **** claims department never bothered to call me to discuss the missing items, nor did they bother to address the empty suitcases, or the missing items shown in the photos that accompanied the original claim. Instead, **** simply mailed me a check in the amount of $200.00 with the terms stating: Endorsement hereof acknowledges that this payment is offered and received in full settlement and satisfaction of the claim shown on the other side; and that upon acceptance and payment of this draft the van line shown on the reverse hereof is hereby released and discharged of said claim. If this were not a legitimate claim for theft or damages to my household goods, why would **** issue a check in the amount of $200.00? Please note: The check is dated May 19, 2022, and remains UNCASHED/UNENDORSED and I believe technically void since it is stamped with a 180 day lifespan; therefore, **** must now reissue a check in the amount originally claimed.

  
  Finally,it is worth stating that ****, AMS and especially Sirva *********., have been less than helpful throughout this process, the level of customer service,follow-up to problems and the abysmal handling of this claim leads me to but one conclusion:
  
  North American *** ************ **********************************., and especially the *** of their parent company Sirva *********., care little for the small individual customer and are only interested in servicing their larger corporate clients.
  This unfortunately appears to be the new business model for many companies both large and small. The bottom line: **** & AMS are responsible for the lost or stolen items, and I expect reimbursement ASAP.
  

  Regards,
  
  

   

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

  
  

• Initial Complaint

  Date:11/07/2022

  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.

  My company is using SIRVA to relocate ** and the final housing was an issue because they could not find a place that would allow our 4 cats. I asked if an Airbnb was an option but they never got back, and since our flight out was on a weekend we are currently stuck in ****** without a place to stay for a month and are dead tired because they did not even pay for the hotel we were supposed to stay in the night before the flight! Currently we are staying at a Motel 8, with a nice rental car so we feel incredibly unsafe but it was all we can afford especially if we end up stuck without housing for the whole month. I have been trying to call my SIRVA rep **** all morning as well as the housing specialist and various corporate offices. I am tired and stressed and stuck in a new city with my husband and my 4 cats (which were approved for transportation reimbursement up to 500 but somehow not factored into temp housing?????).

  

  Business Response

  Date: 11/09/2022

  We are truly sorry the Claimant is having issues with their relocation.

  Please know this has been sent over to the proper team to get in touch with the claimant and address the issues.

  Unfortunately, a resolution cannot be accomplished through the BBB site so the claimant will be contacted accordingly.

• Initial Complaint

  Date:10/20/2022

  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.

  This company lost or damaged $1049 worth of my property. When I filled out the form and provided proof of the damage they came back with a $50 offer but only after weeks of no contact. I spent almost $15000 on this move and expected my items to be treated with respect. If that wasnt possible then they should pay to make it right. The offer is insulting.

  

  Business Response

  Date: 10/20/2022

  We do apologize for the frustration and inconvenience regarding the claim settlement. One of the items had no physical damage but had a mechanical issue which is exempt from liability due to the inherent nature of the article.

  The Claimant singed all documents and checked yes that all items tendered to the carrier were received at the time of delivery and therefore we were unable to confirm that anything went missing during the relocation and therefore the items claimed as missing were denied.

  Again, we are very sorry that the claim settlement was not as the customer expected.

• Initial Complaint

  Date:10/13/2022

  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.

  I hired movers (SIRVA along with others chosen by ****** *************************** "***************") who agreed or a hefty sum to move my items from *******, ****** to Brooklyn, ******** arriving on March 20, 2022.My items (over 250 pieces) were to be first delivered (1/2 the items to my storage locker in Greenpoint Brooklyn 1/2 to my apartment in Williamsburg, Brooklyn. Upon arrival only ONE of the four movers I contracted for showed up. I was told by the mover that he would not be able to complete the move alone and if I did not assist it would be carted back to storage until they could actually find movers. This was not an option because my other movers (for my wife's items coming from **** ***** **) were being delivered the next day along with tons of furniture etc. There is no physical way I could set up/install everything etc. without receiving my initial goods from ******* first. As a professional moving company they should understand how order of operation work with furniture etc.So I was forced to move all 250+ boxes myself at 2 locations. If I did not I would of lost deposits, would need to rebook elevators, movers, repairs... the list goes on I have on several occasions (which has taken month to even receive any replies) emailed, called, etc. to come to a resolution. Basic contract law says that if you pay for 4 movers and 1 shows up who can NOT complete the job on his own it's a material breach. I paid for 4 movers, I got 1. This is not a hard situation to wrap your head around. Their business is moving and delivery. They were not able to complete delivery efficiently resulting in damages to myself After being passed around by multiple people all trying to pass the blame off to the others I am now dealing with ********************* at SIRVA. He sent me an offer for $200 in composition for a move they could not complete. This does not even come close to covering the long lasting effects of their breech. Plus they damaged 2 pieces of furniture

  

  Business Response

  Date: 10/14/2022

  We apologize for the situation which has occurred for the customer.  Labor shortages continue to be a problem for businesses throughout the country.   The signed paperwork indicates that this delivered on a Sunday.  Customers are not required to accept delivery on Sundays; the customer could have advised the driver to return on Monday when more options would have been available to get additional labor to the delivery site.  The customer was not charges for the labor - moving charges are determined by the weight of the shipment, the miles travelled, and any additional charges such as packing or storage.  The number of crew members does not factor into the cost in any way.

  We are sorry to learn that there were damages.  The customer may go to www.navl.com, and scroll to the bottom to access the on-line claim form.  Al claims must be received within 9 months of the delivery date.

   

  Customer Answer

  Date: 10/17/2022

   I am rejecting this response because: they do not address the actual issue at hand and are trying to use technicalities as false justification. There was no labor shortage & as I explained the delivery could only happen that Sunday. They materially breached the contract & are trying to weasel their way out. I paid for 4 people I got barely 1 person. REJECTED. 
  
  
  

  

  Business Response

  Date: 10/19/2022

  The Carrier did not breach their contract due to labor. Unfortunately, there is nothing further than can be addressed through this BBB website.

  We sincerely apologize.

  Customer Answer

  Date: 10/20/2022

   I am rejecting this response because:
  
  This business is not taking responsibility for their actions. Or I should say lack of action. You had 4 movers booked and 3 bailed that morning.  I have text messages proving this.  If there was a labor shortage why did you not cancel earlier?  Your a moving company. That means its a material breech when you dont move stuff. Its actually the most important part of your job!  Stop making ridiculous excuses and make things right. 

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through United Allied moving services, I moved from ******* ** to ****** ** in February. AMS ********* services were the ones facilitating the move within ******. The driver backed into a power station in the parking lot which was seen after they had driven away by the building's maintence worker. I submitted a claim and after 2 months of delay, AMS emailed back:"The pictures provided don't prove that it was our driver that hit that power source. How do we know that it wasn't damaged before or after the delivery. You said it yourself that you didn't notice the damage.The U haul would have had damage on it and *******************************. would have been charged back for the damage and this is not the case"The power pole is small and of a soft wood, so the truck would not have been damaged. I have asked them what kind of proof WOULD be acceptable, but they have ceased responding to my emails. I do not think it is unreasonable to take my claim (and the claim of my ******************** worker, who found the damage) at face value as it would be a strange thing to lie about (I do not own a car, so this could not have been my damage).

  

  Business Response

  Date: 08/10/2022

  Although we are very sorry the facility had some damage that the claimant reported we are unable to change the position of denial of the claim.

  There is no evidence that this incident occurred during the delivery of the household goods. The pole may have been previously damaged as the claimant even indicated they had not noticed it. 

  Again, we are sorry for the frustration but unable to confirm this damage was caused by the carrier as there was no documentation or notification of this during the delivery.

  We wish the claimant the best in their new location.

  Customer Answer

  Date: 08/16/2022

   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:07/25/2022

  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.

  ******************* *************** Services (an Allied *** Lines agent) for a professional pack and move from *******, ***** to ******, ********.On 5/24/2022, we were greeted by the crew chief telling us we were fat, then listened to him go on and on about how disrespectful other clients had been in thinking he would steal items from them or that him being black was the cause of disrespect. No such disrespect was put forward by us, thus no reason for him to call us fat.Numerous items were packed incorrectly, resulting in them being broken during packing/load/move/delivery (cannot be sure which step they were broken). Furniture was damaged being taken out of our home because the movers were completely unprofessional.There was no inventory control upon delivery and we were told by the crew chief of the delivery crew that our items had been spread out on the warehouse floor, something he has never seen in years of moving experience.We have no idea if every box packed and loaded at the origin arrived at the destination in ******. We have 11 pages of claims of damaged and missing items, including an 8 foot long wine bar that weighs hundreds of pounds. It remains missing.Total claim value exceeds $50,000 with a total insured moved of $75,000.To date, we have received nothing but stall tactics from Allied/Sirva. We have given ample time for them to review our claim, have the furniture restoration company review the damages, and evaluate their report. We are without a number of items and had to replace certain things already (e.g. broken television, broken computer monitor, etc.).Sirva/Allied refuses to respond and we are at the point of having to engage legal counsel. Please help.

  

  Business Response

  Date: 07/25/2022

  We are very sorry to hear of the difficulties with the claimant's relocation.

  Regarding the comments from the crew, please know this will be internally addressed with the parties involved.

  It is very unfortunate that the claimant had a significant amount of damage to report from their move. Regulation states that all carriers must acknowledge a claim within 30 days of receipt. The claim was received in our office on 6/13 and that same day an acknowledgement email was sent to the claimant. The carrier then has an additional 120 days to either pay, deny, or make an offer of compromise on the claim. With the claim being received on 6/13 the carrier is well within their guidelines to resolve the claim.  The carrier will not drag out resolution of a claim but a thorough investigation must be completed with every claim. The carrier will never rush a claim settlement for this reason. The extent of the damage may also take additional time but each claim is different and must be thoroughly reviewed prior to settlement.

  The claimant indicates they wish to receive a refund of their charges. As a Federally regulated carrier, we are prohibited by statute from doing so.  The relevant statute is:
  
  Title 49 of the United States Code (specifically, 49 U.S.C. section 13702(a))provides that the carrier may not charge or receive a different compensation for the transportation or service than the rate specified in the tariff, whether by returning a part of that rate to a person, giving a person a privilege,allowing the use of a facility that affects the value of the transportation service, or another device. The United States Code also provides that [a]person that offers, grants, gives, solicits, accepts, or receives by any means transportation or service provided for property by a carrier at a rate different than the rate in effect [tariff rate] is liable to ***************** for a civil penalty of not more than $100,000 for each violation. 49 U.S.C. section 14903(a).
  
  Given those requirements, a refund or rebate off the transportation rates paid is not permissible. It should be noted that these Federal fines would not only be levied against the carrier; anyone soliciting and/or accepting such a refund (the customer) is subject to those same Federal fines.  While we regret the claimant is dissatisfied with their experience, the carrier is prohibited from issuing a refund of the transportation charges. Claims are handled separately.

  We do apologize for all the frustration and inconvenience this relocation has caused the claimant.

  Customer Answer

  Date: 07/26/2022

   I am rejecting this response because:
  
  This does nothing in dealing with our complete and total lack of a professional move being executed which we paid $11,099.21 to receive. 
  

  They broke, damaged or stole over $50,000 in items and are barely responsive to our requests for updates. 
  

  This is not right. 
  

  We are unable to sleep in one of our beds. 
  

  We have thousands of dollars of damaged or missing items. 
  

  How are we supposed to reasonably live because of their carelessness?

  In NO way do we accept this flimsy response. It looks like a canned response they send to everyone who has the ***** to file a complaint because they probably receive them every day. 
  

  Absolutely unacceptable. 

   

   

  

  Business Response

  Date: 07/28/2022

  The customer was provided with a claim settlement today which they rejected.  They told the adjuster to provide another offer.  The customer will need to specify the specific items on which they disagree.  In the settlement response, the carrier requested substantiation for the amounts that bthe customer is claiming.  The customer is responsible to provide documentation of their claimed amounts when requested.  Once the information is received, the claim will be reviewed.

  The previous response was not "canned", all correspondence is provided with a response which addresses their specific concerns.

  We are very sorry for the damage which has occurred.  If the customer would provide us with the requested information. we will review their claim settlement.  

  Customer Answer

  Date: 07/29/2022

   I am rejecting this response because:
  
  Refusing to accept a response from Sirva until a satisfactory settlement is achieved. 
  

  This is not how professional business is done. 
  

  In addition to the claims/settlement process, Sirva has thus far ignored all requests to provide an explanation as to how 95%+ of our household items were damaged, destroyed, lost or stolen. 
  

  Additionally, they have yet to address the civil rights complaint we filed with the ********** of ******* regarding the negative comments made to us being a gay couple. Further, after this individual was pulled aside and told his comments were wholly inappropriate, he spent the rest of the morning complaining to us how he had been discriminated against during previous moves because he was black. 
  

  The damages, loss and stealing of our property was intentional. You cannot damage this level of items without intent.