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Business Profile

Moving Companies

Empire Relocation & Logistics DBA Allways Moving

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:08/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Allways initially was wonderful! They packed our stuff with great care. We moved from ************,** to *********, **. They delivered our furniture to ********* and thats when problems started. Not only missing our stuff but they broke our table and our bed frame. They said would fix it and took it away its been 60 days after numerous calls. They found our missing pillows. And our bedframe is at welders. But we cant contact **** the owner. Everyone else says ***** the boss and controls everything. But **** doesnt call back. We also paid for insurance. I called insurance company and we were never registered with them. We were given insurance info in our packet. We have receipts of everything and copies of emails. We also have pictures of before and after pictures. We even said were willing to come pick it up and we havent gotten the okay. **** Benhert is too busy with new clients to take care of paid customers with missing and damaged furniture.

    Customer Answer

    Date: 09/23/2024

    At this time, I have been contacted directly by Allways Moving & Storage, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

    Allways responded after several attempts.  One of our complaints was about the 12 patio pillows that were not delivered, they ended up delivering the forgotten pillows. The other complaints were regarding the 2 insurance claims for the bed frame and a broken coffee table.

     the delivery also included the broken bed frame. The value of the bedframe is $5000.  We called them to find out if they submitted the insurance claim for the bedframe.  We finally after numerous emails and phone calls we reached the owner on his cell phone.  He said that they did submit the insurance claim.  We asked him if insurance company was going to come to our house to look at broken bedframe.  He said that if insurance pays in full Allways will have to pick up the broken bedframe to give to insurance company. This is a very strange way to take care of business. So, if they don't want the bedframe back it's on us to go rent a truck to go discard the frame at the town dump. But did they really reach out to the insurance company?

    So, in the meantime we have a very heavy cast iron broken bed frame in our garage.  We keep calling for an update.  Every person we talk to says they don't know anything, and we have to talk to the owner ****. They give messages on sticky notes to the owner. 

    It's been a very long process.  The company is not helpful.  We are worried that they are hoping that we will give up.

    On as side note:  The owner said that this is the first time the company has ever broken anything in 2 years.  Meanwhile they broke our bedframe, coffee table, and a ceramic pot.  We have communicated to them via emails.  I have many emails as evidence that they do not respond to. I also have the bill with the $600 insurance charge in case anything should break in the moving process.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

    Business Response

    Date: 09/28/2024

    I have spoken directly to the customer, and we were able to resolve this issue. We have refunded them the cost for the insurance, have delivered the pillows and settled on an amount for the bed.

    I apologize for the inconvenience and lack of communication on our part. We look to improve on all aspects in the future.

     

Empire Relocation & Logistics DBA Allways Moving is NOT a BBB Accredited Business.

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