Complaints

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:30/12/2024

  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.

  I used this company to move in August 2024 from ******* to *******. The move cost me *******. When I arrived in ******* the place was a scam and I had to return to *******. I then paid ******* to have my things sent back to *******. When my things arrived my boxes were smashed to pieces,not surprise as their movers dropped my boxes multiple times in front of me without a care or apology. My granddaughters high chair was missing, but the mover told me he did see it at the warehouse when they were loading my things and would bring it to me,it never came. I messaged multiple times the manager ***** and she said she would look into it and get back to me, never heard back. a box with arts and crafts and my deceased husband's drill was also missing. I had purchased a brand new ** 75" TV 2 weeks before my move. The movers packed it with extra tape so it was secure but when it was delivered there was not a single tape on it. That tells me they took the tape off the box to open and look at it and never retaped it and ended up dropping it the way it was smashed up. This wouldn't be the first time they opened boxes as I used them in September 2022 and they helped themselves to drinks and retaped the boxes. I used them this time cause I thought at least they didn't lose anything the first time. They tried to offer me $40,that tv is worth over $1500, I bought it on sale for $1100. I agree that I didn't buy extra insurance but I asked that they have some compassion and reimburse my tv or a large portion of it, and as a repeat customer and considering the amount of damage to my things and lost items. I am beyond upset and disappointed as with my husband passing I am a single income mom. I have tried to work with them to fix this and I felt it would be resolved after their operations manager said "I am sure we will be able to get this resolved for you". But I was left with no choice but to file this complaint.

  Business Response

  Date: 08/01/2025

  
  Thank you for forwarding this clients complaint to our attention.  We would like to thank you for your recent relocation with Alliance Van Lines.
  Alliance Van lines was hired to perform a long distance move for ******** ******.  Prior to the move taking place, ******** was sent a moving contract confirming coverage limitations which are set by the industry at the rate of 60 cents per pound per article. 
  All movers/household carriers operate in the same manner.  Coverage that is included with the price is at the rate of 60 cents per pound per article for any damaged and/or lost items. 
  Coverage is confirmed with each and every client prior to the move taking place and we take great care in ensuring that the client is aware of the limitations in the case that a claim arises.  Options are provided to each client to purchase additional coverage prior to the move taking place to ensure that the goods are covered during transportation.
  Following delivery a claim was submitted with our office for a TV that was owner packed/owner risk and other small items.  The claim was accepted and processed based on the coverage the client had with the move.
  The client does confirm and admit that she did not choose to purchase or pay for additional coverage.
  The claim is accepted and processed based on the coverage that the client had with the move. The items claimed are mainly items that the client packed on her own and did not choose to have professional packing services for.
  The client was not eligible for a refund due to lack of coverage, however as a courtesy and in an effort to resolve this, Alliance Van lines still offered a reasonable refund to the client.
  We would be happy to stand by this offer. 
  Please contact our office to arrange payment for the offered amount.
  

  Customer Answer

  Date: 08/01/2025

  Complaint: 22744494
  
  I am rejecting this response because: even though I packed that tv myself it was packed the same way it was delivered to me when I purchased it with all the protection supporting the tv. I only had that tv for 2 weeks. Your movers taped up that tv box fully as its a slide up box. When my tv was delivered not a single piece of tape. Meaning that box was opened and then dropped based on the damage to the tv. It wasn't just a scratch it was smashed in multiple places. You want to offer me ***** for a tv worth over ******* dollars. I have used your company multiple times and I didn't have extra coverage but as a customer service view point I was hoping you would meet half way at least by covering half of my receipts for that tv. That's poor customer service for a repeat customer.  I have no additional pictures as I have sent the pictures in regards to my complaint. If my next step is to go to the news media and BBB cannot help resolve this, then that will be my next move. I am beyond devastated by this treatment by Alliance. 
  
  
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 16/01/2025

  Thank you for your response. 
  The TV was owner packed/owner risk.  As the item was in a box, we can only confirm that it is a box.  We can not confirm what is in the box or verify the condition of the item or that the item even existed. 
  As per the moving contract terms and conditions, all owner packed items are owner risk and are not covered during transportation.
  As per the moving contract terms and conditions, that *** ****** did accept and confirm in writing, it clearly states:
  Items packed by owner

  All owner packed items are at owner risk.  The carrier does not take responsibility for any damaged and/or loss of any and all owner packed items.
  
  Attached is a copy of the moving contract that the client did accept and confirm agreement to all the terms and conditions.
  As a carrier, we abide by all the terms and conditions as set by the industry standards.  No long distance mover will cover owner packed items, as those are always owner risk.
  We do appreciate your valued business and we appreciate you as a past client.  We do want to settle this claim and find a fair resolution, however, we are not able to offer coverage for owner packed items.  Furthermore,you chose not to purchase additional coverage as it was also offered.
  However, we as a courtesy Alliance Van Lines still offered you a reasonable refund and we are willing to offer this to you.  We would also like to offer you a further credit of $150.00 towards any future moving services that you may require.

  Customer Answer

  Date: 17/01/2025

  Complaint: 22744494
  
  I am rejecting this response because: I already know I did not accept additional coverage, I acknowledge that multiple times.I'm not sure how much more they need to tell me the same thing. And to say that they can't be sure if anything at all was in that TV box insinuates that I am lying of the contents of the box. That's crazy. Your company destroyed my brand new 75 inch TV, lost my granddaughters high chair and lost my deceased husband's drill and other items. The amount of damages to my things and lost items is crazy to me for a company like this who has been in business for years. I was a repeat customer, that paid out over 10k to you in moving cost and you are fighting back to not want to cover the cost I paid for that TV, that I only got use out of for 2 weeks. That's crazy non customer service to me. I am in customer service, sometimes you have to look past fine prints and make your customers happy that they'll want to return as a customer. At this point in time I will NEVER use Alliance again, so your ****** towards a future move is of no benefit to me. Please come back to me with a better cash offer, as that was how I paid you in cash(etranfer) to settle this complaint and that I can use towards repurchasing some of the items your company lost. Thank you.
  
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:24/12/2024

  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 company reneged on 3 occasions the deliver the furniture after the received the full price. I had to pay for additional accommodation out of pocket because the company was periodizing the services for new customers. The company also didn't provide refund for the damaged furniture

  Business Response

  Date: 02/01/2025

  Please find attached response.

  Customer Answer

  Date: 03/01/2025

  Complaint: 22728534
  
  I am rejecting this The response because:
  
  The company is lying about their actions. Alliance Van Lines promised Sept 17, 21 & 22 delivery dates but on all occasions reneged. I received two phone calls
  on Sept 17 & 22 delivery and one email for Sept 21 delivery. The company kept changing schedule because ******** River is outside their regular service area, so it was scheduling for  multiple customers moving in/out of ********************** in order to make a profit. Hence, they kept saying that their truck had broken down. As well, I submitted a damaged claim for one item in Sept, but later  realized a second item was damaged as well. Yet, the company hasn't even reimbursed me for the existing damage claim.

  Alliance Van Lines is a dishonest company that shouldn't be able to operate in ******. In past, I have used moving companies that they have claimed their truck broke down, but immediately provided replacement vehicle. I suggested this approach to Alliance Van Lines, but the company didn't provide replacement truck - because the true reason was the company's intention to move multiple customers going the same route.  
  
  Sincerely,

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

• Initial Complaint

  Date:04/12/2024

  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.

  I am a senior and hired this company to move 15 boxes from ******** to *******************************. The move resulted from my mother going into a nursing home from supported housing. I am handicap and also a senior. The driver who came was rude and upset the pickup was not a home as he was told. We told the company it was assisted living apartment building. I was asked for a pre-authorizatrion on my credit card which was to only be held until the shipment arrive in **************. Instead the company charge my card the $500.00 and insisted I pay the balance before the truck leaves ********. I asked that a manager call me at the time of pickup but I received no call in fact I was told I have to pay in full before the move takes place leaving ********. The company advertises a senior discount but I did not get this in fact the receptionist said no one can speak with me except her. I have no paperwork I need to see a copy of the weight of truck right after my boxes were loaded, which is normal practice and I have no issue to pay the balance based on that once the driver shows up at my home in ************** which Im told is normal practice.

  Customer Answer

  Date: 04/12/2024

  Please find (as attachment the price quoted). The company are demanding more money than the quote. The weight was not over and the company advised they dont have to send us the scale weight. Also they have not provided any copy of the pickup of our goods. The driver came down and was very upset that he was not picking up in a home. He also said the company will give me a copy of the items that he picked up. We have no paperwork at all. The company is demanding we pay more than what was agreed. We are seniors and we pay our bills promptly but we are getting taken advantage with this moving company and this is not acceptable. This moving company is trying to make it sound that we dont understand but we do understand and I just looked at reviews and it seems others have been in the exact situation as us. I hired this company after looking at their website showing a perfect A plus rating with BBB which they do have it seems but I can tell you we are getting taken advantage of. Consumer beware perhaps, this is sad! 

   

   

   

   

  1 stepping ladder
  
  Quote Based on 1000 lbs
  Initial 500 lbs charge $650.00
  Chargeable weight (500 lbs @ 100 cents/pound) $500.00
  Scale Fee $40.00 
  Destination Fee $100.00
  
  Sub-Total (Pre Tax) $1290.00

   

  I expect a copy of what the driver picked up and I will not pay more than what I agreed to pay. I explained my mother is 82 years of age and is a senior. ***** the manager said since I didnt ask for a senior rate ( I guess 82 isnt a senior) it was not offered. Her reasoning she would have checked her birth date and then give a senior rate. All this is after the fact. She told me she is giving us the best rate possible this is not true. Of course ther are two sides to a story please understand our side, its wrong and simply deceptive practice/

   

  Thank you

   

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

  Business Response

  Date: 12/12/2024

  Alliance Van Lines would like to thank you for your relocation with our company.

  This has already been addressed with the client and payment has been received.  No additional fees have been charged and the goods are scheduled for departure as per the contract.

  Customer Answer

  Date: 06/01/2025

  We spoke with them over the phone and they claim that it would cost 200 dollars more due to stairs outside. Which, there is not. There are 4 steps on the front but the back side where they would put it has no stairs. We have paid them in full and they are now wanting extra money and holding our boxes hostage.

  Business Response

  Date: 16/01/2025

  Thank you for forwarding this to our attention.

  Please note that delivery was successfully completed on January 8th, 2025.

• Initial Complaint

  Date:15/07/2024

  Type:Service or Repair 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.

  We hired Alliance to move and store our belongings. Our initial quote doubled in price which was disappointing to say the least but we were under a time crunch and had already paid a deposit They came March 29th and stored our things for a month. We were then told they couldnt deliver until the end of April when we had originally agreed to the 15th. Eventually they agreed to come April 20th. When they left we realized they did not deliver our air conditioning unit ($700 value) I called and emailed and was told to file a complaint. I waited 10 weeks only for them to tell me they would be willing to reimburse me $40 as per the insurance policy which I was not given any option of. I am beyond frustrated. We spent so much money and put our trust in this company who showed absolutely no care for our belongings.

  Business Response

  Date: 25/07/2024

  Please find attached response.

  Customer Answer

  Date: 25/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, however it seems it is my only option. I hope they enjoy my ac unit. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:17/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to make the complaint:
  we moved from Alberta to Ontario by end of June. after the final delivery by end of July, we started to tick off based on the inventory list from the origin – there were missing items (furniture and boxes). This was the first time, after 13 years that our belongings went missing during a move. After 3 days of going through all boxes, we finalized that 8 boxes went missing and a number of small furnitures. Submitted the claim. Waited for 8-10 weeks for processing.
  
  Finally, it was mentioned by Alliance van lines that, the email sent back to me stated: “Based on the inventory list that was recorded, I do see that there are only a total of 3 boxes missing. You may have not received the tag number as it may have fallen during transportation, however, the items did arrive and were accounted for”. So far, by opening each box and ticking all boxes on the inventory list, it was found that we were missing 8 boxes. So it’s my words against their words and I just don’t think this is a war worth fighting anymore.
  
  My last email read: “ I can confirm that were are missing 8 boxes as we took 3 days to go over everything including opening all boxes before sending the claim. At this stage, I don’t think I have the time to discuss this matter further.”
  
  i did sign for the $50 dollars of settlement which is no where near the value of the items in the boxes. however, i would like the company to provide me with sufficient evidence that i am only missing 3 boxes rather than 8 boxes. I am shocked that Alliance van lines would say i am missing less items, i think it was very dishonest.
  
  from my hand marked inventory list - after 3 days of opening all boxes and checked everything, it can be seen that 8 boxes were not present.

  Business Response

  Date: 26/10/2023

  Thank you for forwarding us the complaint.

  At this time the complaint has already been resolved and addressed directly with the client.  The client signed a settlement agreement and signed a settlement agreement.

  Following this, the client already received a refund and accepted the funds.

  Customer Answer

  Date: 26/10/2023

  
  
  Complaint: 20741376
  
  
  
  I am rejecting this response because: i was looking for sufficient evidence why Alliance van lines say i missed 3 boxes where i missed 8 boxes.

  yes the settlement offer is signed. 

  this does not stop me to ask questions as i am not looking for extra settlement. i am just looking for sufficient evidence.

  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 02/11/2023

  As per the settlement agreement that you signed, it clearly states that it was a settlement agreement and that no other action would be taken against Alliance Van Lines.  Please refer to your settlement form as you have signed it.

  As you have broken the terms of the signed agreement, Alliance Van Lines will be looking into further action.

  As per the signed settlement, only 3 boxes are missing as the per the tagging system as some tags can fall off during transportation.  It was already explained to the client that at times, the actual tag may fall during transport however the actual item arrived and was delivered.

  This was agreed by the client and therefore the settlement was accepted and paid out.

  Customer Answer

  Date: 03/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20741376, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:11/01/2023

  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.

  Alliance Van Line was hired to move my personal belongings from NB to Alberta in October 2022. When the movers showed up to pick up my belongings they were in a rush and were very rough with my furniture. A lot of my furniture was banged up, scratched and damaged once it got to Alberta. I had a brand new fireplace that had not been used yet and it was completely damaged to the point where I can’t use it. The cord has been damaged and I can’t plug it in. The beautiful mantel is now all scratched up and dinged. I contacted the moving company after the move to let them know my furniture was damaged. I sent photos of the damage and filled out a claim. They said it would take 8-10 weeks to hear back from the claims department. It has now been almost 3 months and I haven’t heard anything back and no one has contacted me. I’ve tried emailing the moving company and get no replies.

  Business Response

  Date: 20/01/2023

  Alliance Van Lines offered long distance moving services to **** ******.  The client did submit a claim back at the end of October and we did receive it and confirm receipt.

  The claim was processed at the end of December and a response was emailed to the client.  However, we have not heard from her since.

  The clients claim was accepted and processed based on the coverage that she had with the move.  The clients coverage was basic as the client chose not to purchase additional coverage or to pay additional premiums through the carrier.  Therefore the claim was processed based on the coverage of 60 cents per pound per article.

  Most of the items claimed were simply stained and were not damaged and/or lost.

  Here is how the claim was processed:

   

  Coverage
  Eligibility:
  
  235 lbs @ 60 cents/pound = $141.00
  
  $141.00 - $425.00 (Deductible) = -$284.00
  
  Total
  Eligibility: -$284.00

   

  As a courtesy, Alliance did offer the client a refund to settle the claim and in an effort to resolve it.

  We would like to stand by our offer.  

  please find attached the claim response document.  If you would like to accept the offer, please sign the document and send it back to our office for payment processing.

  Customer Answer

  Date: 20/01/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18726638, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:25/09/2022

  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.

  Had 7 items picked up. They delivered 6 of them. One continues to be missing. Now they have offered me 40$ to settle it.
  This is ridiculous

  Business Response

  Date: 06/10/2022

  Alliance Van Lines would like to thank you for you recent relocation with our company.  We sincerely apologize for any inconvenience that we may have caused you during the process.  This is not how we intended for the move to go.

  *** ***** hired us to perform a move from Ontario to SK.  Prior to the move taking place, Alliance Van Lines ensured that the customer was clearly advised of all terms and conditions including pricing, rates and coverage during the move.  As long distance carriers Alliance coverage during a long distance move is very basic at the rate of 60 cents per pound per article for any damaged and/or items.

  The client was offered options to purchase additional coverage before the move and offered these options well in advance.  Unfortunately the client chose not to purchase additional coverage and the shipment moved at the basic liability coverage which is rather basic.  

  Following delivery, a box was claimed missing.  The client did submit a claim with our office.  It was accepted and processed based on the coverage the client had with the move.

  Unfortunately due to lack of coverage the client was not eligible for a refund.  However to satisfy the situation and settle the claim Alliance VL still did offer a refund to the client.  We are happy to stand by our offer and offer the refund to the client.  Please contact our office and respond to the claim response and we would be happy to process the offered refund.

   

  Customer Answer

  Date: 08/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:they have only offered 40.   The mirror and printer drawer which the box contained is worth more.  I will accept $1000.  They did not discuss with me additional coverage.  I do not recall this at all. 
  
  
  
  Sincerely,
  
  ******* *****
  

  Business Response

  Date: 17/10/2022

  Thank you for your response.  Coverage was clearly offered to you before the move, and you did not choose to purchase additional coverage.  Therefore the claim was processed based on the basic liability coverage as per the Highway Traffic Act.

  Despite the lack of coverage and the fact that you were not eligible for a refund, Alliance Van Lines did offer you a refund.

  As a courtesy in addition to the offered refund, Alliance Van Lines would be happy to offer you an additional $50 credit towards any future move. 

  Please contact us to accept the refund and we would be happy to process both the refund that was offered as well as the future credit.