Complaints

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• Initial Complaint

  Date:10/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Allied One Moving and Storage on 7.31.22. The estimate for the move from ********** to ********, ** was $3005.63 after negotiations. I initially declined the estimate and so they took off another $300 if I would agree that day. (That should have warned me, but I went ahead and agreed.) We stayed within the items documented on the contract. We made it easy for the movers by placing all items on the first floor and disassembling a shelf etc.) Delivery occurred on 9.1.22 but were told that the price was $3825.00 with no explanation. We were told that our items would not be delivered if we did not pay. We had not signed any contract for this amount and that was verified by Allied but there was no adjustment. Then when we received our items, the leather like sectional had been damaged and this was verified by the mover/driver. What I found out was that our items were moved from truck to truck on the journey to Portland. We were not told this would happen with our items. We assumed they stayed on one truck. We were told white glove treatment etc. etc. When I called the company, they directed me to the insurance company. I submitted pictures and all forms on one attachment as requested. Then was told that we did not submit enough information. Since they damaged the item, shouldn't they make the effort to correct this? Oh, they also stated that recovery would only be .60/lb (which was the insurance placed on our items) which comes up to about $54. Obviously, the sectional is worth more. What we did not know is that Allied is a broker company and they subcontract out the move, Logistics. What we also did not know is that our items would be moved from truck to truck. Our sectional was not covered by moving blankets. They had a plastic cover (like cellophane) on the two larger pieces, but this obviously was not enough. No protective cover on our ottoman. Due to the scratches, the leather like material is peeling off. This is frustrating.

  Business Response

  Date: 10/07/2022

  Good Afternoon *********************************,
  We are grateful for the opportunity to address your concerns, conclude a resolution for you and hopefully receive your business or recommendation in the future. Our records indicate that you booked our services on 07/31/2022 for a space reservation of 286 cubic footage at $5.75 per CF and pick up window of 08/24/2022-08/26/2022. Your  inventory list amassed 12 different items consisting of 35 individual pieces.The total cost of the relocation is $3005.63  which included a discount of $600.00 that the agent was able to implement towards the cost of the move. On the day of booking you remitted a deposit to Allied One Moving and Storage  in the amount of $1155.00.
  I recognize in your grievance you stated that you were unaware of the role Allied One Moving and Storage  is obligated to in the agreement you entered into by signing The Binding Moving Estimate at the time of your booking.                                                                                                                                                                                                                                                                                                                                                                                                             Allow me to draw your attention to the Electronic Signature Process that you participated in on 07/31/2022. Allied One Moving and Storage outlines all details such as charges, fees, policies and procedures quite clear in The Binding Moving Estimate. It is the responsibility of the client to read and review the Contract to which they are signing and agreeing upon. You were provided an ample opportunity to do so by participating in the Electronic Signature process. You provided the electronic signature by completing a process initiated by the Booking Agent. The Booking Agent sends the client their Binding Moving Estimate that was prepared by the Booking Agent consisting of the information provided by the client as well as the specific Inventory List  which is displayed at the bottom of the page. The Booking Agent executes this by sending the client an email with a link to the contract. The client receives the email, opens the email and clicks on the link that takes them directly to their Binding Moving Estimate Agreement. The top of the contract displays the pertinent information relating to the relocation such as the client's personal information, pick up address, delivery address (if provided), the space reservation  and price per Cf of volume as well as the estimated pick up window ( which is typically a 2 or 3 day window) as well as any discounts the Booking Agent was able to assist by implementing off the total cost of the move, as well as the deposit to secure for services. Underneath that section, the client will find more information such as ******************** Understanding Your Estimate, what services are included, Estimated Delivery Spread, Additional Fees & *********** Services (if applicable) and the Sections 1 through 23 of our Terms and Conditions. As aforementioned there is sufficient time allowing you the opportunity to read and review the contract and the client will be instructed to do so. Subsequent to reviewing the contract, the client scrolls down to the bottom of the document and underneath the Inventory List the client will find a hyperlink to the Online Electronic Signature. The client will then click on that hyperlink which will take them back to the top of the page where the Electronic Signature disclaimer is printed as well as text fields for the client to complete on their own. In order to sign, the client must click a box that states: I have read and agreed to the Terms & Conditions and then the client is required to enter their name and email address into the corresponding fields. When the fields are completed  with their information, the client is instructed to click on the **** Button to the right that submits the completed document to our database:
  Electronic Signature:
  
  Document Emailed On: Sunday, 07/31/2022 04:41:41 PM (ET)
  Document Signature Name: *********************************
  Document Signature Email: **********************
  Document Signature Date: Sunday, 07/31/2022 04:46:33 PM (ET)
  Document Signature IP Address: 47.227.221.121
  Internet Browser: Safari
  Each of your grievances are addressed in the terms and conditions of The Binding Moving Estimate. For instance, Per Section # 4:
  4. THE CUSTOMER HAS HIRED ********************** AS A ********************** COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER, IN ACTING AS A SHIPPER AGENT ONLY, ALLIED ONE MOVING AND STORAGE IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. THE CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. ALLIED ONE MOVING AND STORAGE WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  Our role as a broker is delineated clearly in the Binding Moving Estimate and I would like to reiterate that the manner in which the electronic signature process is constructed allows the customer ample time to read, review and accept the terms and conditions set in the policy. A deposit payment was remitted to Allied One for services that have been rendered. We coordinated your ************* our role dictates per policy. Your relocation was routed, scheduled and accommodated. The relocation process is extremely difficult as it is and thats why we at Allied One Moving and Storage, offer our services as a broker to facilitate the process which allows our clients some peace of mind. A part of that piece of mind comes from the information that we provide to our clients. The main purpose of any contract is to establish a relationship and define the responsibilities of the parties entering into an agreement which the contract is a visual representation of. The contract protects all parties involved by allowing each party cognizance of the expectations and obligations. Permit me to explain the process that is undergone in the event a claim is required to be pursued. When a client advises our staff that they have missing or damaged items subsequent to them accepting their delivery from the carrier, our staff will contact the carrier to see if any of the items can be found in their warehouse. Generally, this process can take 1 to 2 weeks and the carrier will make accommodations to retrieve any items that were delivered to the client that are not theirs or bring located items to the client per the email. In the event, there is damage to the clients goods, the client will have an opportunity to file a claim under the carriers insurance policy through the carriers claims company. The client will be provided the Carriers Information and DOT & MC # 's as registration information and the ************** information. Our Staff is not allowed to file a claim for a client.  The client must contact the claims company on their own to complete this process.  Also, our Staff does not have access to the ************** database or records.  Any updates or details regarding a client's claim, the client MUST contact that company directly. Your estimate included Basic Valuation Protection at $0.60 per lbs. per article with no cost to you. I understand your frustration with the issues, however we are adhering to the stipulations of our Terms and Conditions. I regret to inform you that in this case compensation to pay for damaged items has not been approved by Management, nor has a billing adjustment or refund. 
  After painstakingly reviewing your file, I am able to confirm that we did receive notification from the carrier that an additional 114 cubic footage of space was used during the execution of your move and the price increase you are referring to is due to this increase in space. Per Section # 9 of the aforementioned Binding Moving Estimate:
  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER'S ITEMS ARE OF STANDARD DIMENSIONS AND ********************** IS PROVIDED WITH AN ACCURATE DESCRIPTION OF THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT , CUBIC FOOT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES.
  As such, onsite I can infer you took advantage of the option available to you to increase your space reservation. I apologize that you were not aware of the increase, nonetheless if more space was required, than what was provided for in the estimate, the price would have increased per Section #9. The carrier would not have performed the job without you signing the Bill of Lading and the Bill of Lading in fact delineates all charges for the actual services provided to the customer. ******************** One Staff did verify with you that we had a signed estimate on file for you, however the agent did advise you that the Bill of Lading would be requested in order to ascertain the reason for the increase in costs. We would like to offer our sincerest apologies for not being able to provide you this information sooner.
  
  Kindest Regards,
  ***********************;
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18181002
  
  I am rejecting this response because:

  ALLIED needs to be more clear to the customer what to expect in the shipment and estimate cost. It is a bait and switch.

  l also made a deposit on the same day the contract was sent to me and agreed to accept ALLIED as my moving company because they reduced the price another $300.00.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/14/2022

  Good Morning *********************************,
  I appreciate your response and I am fully empathetic to your position. I recognize that you are stating that Allied One Moving and Storage should be more transparent about the costs that will be incurred during the relocation process. We value this feedback and would like to reiterate that we outline all costs within The Binding Moving Estimate you signed and agreed to. For instance in Section 9 we allow customers to be aware that the estimate is based on the spaced reserved which in your case was 286 cubic footage. If more space is required to execute the move, the cost will increase albeit within the same rate per cubic foot.
  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER'S ITEMS ARE OF STANDARD DIMENSIONS AND ALLIED ONE MOVING AND STORAGE IS PROVIDED WITH AN ACCURATE DESCRIPTION OF THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT , CUBIC FOOT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT ********************** HAS A **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT THE **** LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHT(12 STEPS) OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA. ALL FURNITURE (ie: DRESSERS, NIGHTSTANDS, ARMOIRES ETC) MUST BE EMPTIED AND CAN NOT BE UTILIZED FOR PACKING PURPOSES.
  Our agents are fully aware of the high costs incurred in relocation ones life to another state and as such we do attempt to offer and implement cost savings for our customers. I am pleased our agent was able to provide a $300 discount to you in hopes of saving you money on your move.
  
  Kindest regards,
  *********************
  
  
  
  

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18181002
  
  I am rejecting this response because:

  the additional $300 discount was an enticement. It was not honored. Again, a bait and switch.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 10/25/2022

  Good Afternoon **************************,
  We appreciate your position and once again would like you to know that we value your feedback.. Contrary to your sentiment that the $300 discount was not honored: The Bill of Lading does reflect the $300 discount being deducted from your total estimate. We would like to recommend you reviewing your Bill of Lading once more as it corroborates the $300 that we provided being deducted from your total amount.
  Kindest regards,
  ***********************;
  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18181002
  
  I am rejecting this response because:

  The $300 was not honored. I was duped; charged more; and my belongings was damaged. Please rate this company 2 stars. I give them this rating because the movers were nice.

  I am done with this conversation. I am an unhappy customer and will not use ******************** again and will advise my friends and family not to use this company. 
  

  We will be moving again but will utilize a different company and not be rushed to make a deposit to secure a spot on the truck.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/09/2022

  Good Afternoon *********************************,
  We would like to offer our sincere apologies for our services not meeting your expectations. We appreciate the feedback you have provided. We would like to inform you that your feedback is very valuable to us and we have forwarded your grievance to **************** to allow them to implement the changes to provide a more satisfactory service.
  
  Kindest regards,
  *********************