ComplaintsforAlliance Van Lines Inc.

• Initial Complaint

  17/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  25/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

• Initial Complaint

  13/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired the company to move my belongings in Feb 2022. There were additional boxes added after the quote, the company picked them up but failed to tell me until I contacted them weeks later that there had been a difference in what had been agreed on. My items arrived a full day after the scheduled arrival time with no warning, no phone call nothing. The movers were rude and abrupt, banging on my door at 7 am because no one was up expecting their arrival. They then tried to have a friend that was helping me move sign the bill saying everything was received. I explained multiple times that things were missing. They would do nothing. The company charged me over $1000 more for the additional items, none of which arrived at the final destination. I started the 12 weeks claim process with the company, let them know what was missing only to have them come back with an offer of compensation of $40.00. Of all the items in the move the box with expensive shoes and an unopened brand new vacuum are what goes missing? I went along with the whole process because who’s really going to win against the big companies but now I truest feel I have been robbed by a fraudulent company.

  Business response

  23/06/2022

  Thank you for your response.  We do appreciate your recent relocation with Alliance Van Lines and would like to address your concerns.

  ******* ******** provided Alliance Van Lines with a detailed inventory of what she needed to move.  Based on that Alliance did issue a quote.  However, when the crew arrived, the customer had almost double the original inventory and therefore to accommodate for these additional items, minimum weight charges were updated and were signed off and agreed by the client.  Alliance did re-issue the quote and the client did agree and accept to ship the additional items.

  Following delivery the customer did submit a claim for missing boxes.  The claim was accepted and processed based on the coverage the client had with the move.

  Alliance Van Lines takes great care in ensuring that each and every client is aware of coverage limitations and we offer options for clients to purchase additional coverage.  The client unfortunately did not request additional coverage nor pay for additional premiums, and therefore the shipment was transported at the coverage of 60 cents per pound per article.

  The claim was processed based on the coverage of 60 cents per pound per article.  Although the client was not eligible for a refund, Alliance offered as a courtesy refund to the client due to the circumstances.  We still stand by our offer.

• Initial Complaint

  21/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company lost a box from my moving shipment, I have been asking for two months about what they’ve done to locate my things and have received nothing but excuses. The contents of the missing box total more than $300. They lied to me, saying this doesn’t happen often, despite me receiving boxes that were not mine when my shipment was delivered. They’ve seemingly ignored this fact and no one has reached out to inquire if I received items in error in order to return them to their rightful owners. The items I received in error were of little value (some clothes and things) and cluttering up my home so I have since gotten rid of them, as no one has bothered to look for them. I’m looking to have my items found or given the cash value to replace said items, I no longer wish to be given excuses.

  Business response

  02/05/2022

  Thank you for sending your concerns.  Alliance Van Lines was hired to perform a long distance move for a move from Ontario to Alberta.

  Prior to the move taking place, Alliance Van Lines did send the client confirmation of coverage as well as offers to purchase additional coverage.  The client did not choose to purchase additional coverage.  As per the Highway Traffic Act, the shipment then travels under the standard coverage of 60 cents per pound per article.  This is confirmed with each and every client prior to the move taking place.

  Following delivery the client did report a box missing.  We have accepted the claim and have tried to look for the missing box.  We have searched all of our warehouse facilities and have contacted all the clients who shared the truck.  The box was not located unfortunately.  The claim was therefore processed based on the coverage the client had with the move.

  The claim was processed as follows:

  Box (40 lbs) @ 60 cents/pound = $24.00

  There is an applicable deductible of $425.00 which means the claim falls under the applicable deductible.

  However, as a courtesy Alliance Van Lines will offer the client to waive the deductible and a refund of $24.00 as a courtesy.  If you would like to accept this refund, please email [email protected] to process the refund/settlement form and have the refund processed.

• Initial Complaint

  27/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of the transaction: On December 6th I paid a $500 deposit to Alliance Van lines. My original quote for the transport of my items was $785. In the end the total price paid was almost $2700. Which included repacking fees and storage fees. The repacking fees were applied even though I provided payment the day before as stated in the contract before 5pm (end of business day.) I was told on the phone by dispatch that it was fine to pay later as long as it was before end of business. They applied the fees anyway and refused to unload my items until I paid it. They then charged me a storage fee for going over the 30 day period even though their act of rescheduling (through no fault of my own) was the reason that these fees had to be paid. They said they would hold the items indefinitely if they were not paid. They drove over my neighbours lawn when delivering and most of the boxes that they delivered were broken (plastic bins.) They did not tag each item and they did not provide me a full accounting of the weight of my items. They did not offer to resolve this situation and I feel I am due the additional fees back. ***** *** *** **** ***** ****** ******* ** *** ****** ** ** ***** ************** **** **** ** ********* 

  Business response

  04/02/2022

  Alliance Van Lines would like to take this opportunity to respond to this clients concerns.  ****** ****** hired Alliance VL to perform a long distance move from Edmonton, AB to Nepean, oN.  The client mentioned an original quote of $785.00 however that is a very general price that the customer received when she just submitted a quote request at the beginning of the quoting stage.  ****** then added full packing services, she had other services performed, storage services were performed as well so the original received price is not valid.

  The client submitted a detailed inventory list of the items to be moved and asked for full packing services and accepted a higher quote.  The price was agreed upon and signed for.  The client was advised that she had 30 days free storage starting from the pick up date.

  Once the shipment arrived to Ontario, the client was contacted to arrange a delivery date and time.  we called and emailed her.  ****** was offered a delivery date of January 14th, 18th and 21st of January.  The client chose January 21st, 2022.  

  Dispatch did try to contact her on January 18th, 2022 to arrange payment as the shipment was being prepared for delivery and being loaded.  ****** preferred to pay with a third party credit card and therefore needed to send it paperwork in accordance with our payment policy.  We requested this paperwork by a certain time, or the delivery would have to be offloaded.  This would result in an extra charge.  The client was notified of this.  She was notified of this via email and in writing.  However, the client did not respond to calls or emails and chose to send in the paperwork well after 6 pm EST.

  As a result and due to her not responding, ******'s good had to be offloaded, restacked and re-crated and a new delivery date had to be arranged.  The next available delivery date was scheduled for January 25th, 2022.  This resulted in additional storage charges as the client did go over her 30 days free storage.  Please note Alliance did offer ****** much earlier delivery dates, but ****** chose January 21st and did not submit the payment on time resulting in the shipment being charged for storage.

• Initial Complaint

  06/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Origin: Vancouver, BC Destination: Bedford, NS Pick up Date: August 20, 2021 Pick up Date: September 20, 2021 Alliance Van Lines completely ruined our **** *** furniture. The furniture is ripped, stained with grease, water stains and smelled like grease/oil upon arrival to our new apartment in Bedford, N.S. a month later. They said they would not cover anything that we boxed ourselves but they are suppose to cover anything that they covered or boxed which should include our furniture. The plastic furniture covers they put on it was complete ripped off. After I put in the furniture claim to the Manager of the claims department and waited almost 10 weeks with no response, they said "they do not cover dirt and stains". Which is ridiculous and did not even mention the tears which I sent pictures as well. We spent $8,202, plus $200 in North Vancouver for walking from our apartment to truck parked in our back alley, plus $300 in Bedford for walking from the front of our building to the elevator and down the hallway to our apartment. This does not include the tip either. They said there is nothing they can do for us because we didn't purchase the extra insurance. **** *** quoted me $349 plus tax for the material, $120 plus tax for the technician. It will cost $150 to clean them on top of that.

  Business response

  16/12/2021

  Thank you for forwarding your concerns.  The client did hire Alliance VL to perform a log distance move from BC to NS.  PRIOR to the move taking place the client was offered an opportunity to purchase additional coverage for the move.  The client did not choose to pay for any additional coverage and therefore as per the Highway Traffic Act the coverage for the move is at the rate of 60 cents per pound per article.

  Following delivery the client claimed two chairs were dirty.  The claim was accepted and processed based on the coverage the client had with the move.  The claim was processed at this rate:

  150 lbs @ 60 cents/pound = $90.00

  $90.00 - $425.00 Deductible = -$335.00

  Due to lack of coverage the client was not eligible for a refund.  

  However Alliance VL would still like to offer the client a credit for any future moves of $50.00.

   

  Customer response

  17/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: Alliance Van misrepresented their services by letting a third party carrier handle our belongings and also when they said the insurance was at $0.60 per pound we thought (because of the wording) that the total weight of the truck was covered not per item.  i.e:  if a lamp that cost $300 is broken but it only weights 5lbs so the lamp is therefore in their eyes only worth $3.00, that is outrages and should be explained.  

  I did not complain about our furniture being "dirty".  My complaint was that the furniture is ruined.  My $10,000 worth of **** *** furniture is ripped, full of grease and water stained and I can't understand how this happened?  I feel like they are belittling my complaint and down playing what happened.  As you can see from my ******** document that I submitted to them, the weight of the furniture is well over 150lbs and that still wouldn't qualify me for any sort of retribution according to their understanding.  

  They must be crazy to think that a $50 discount toward another move from a company that I wouldn't recommend to move a portable out-house is acceptable by any means.  

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

  Business response

  27/12/2021

  Thank you for your response.

  At no time did we sub-contract the work to a third party.  We have agents all across Canada that we operate with, however the actual job is never subcontracted to a third party.  Regardless, this does not change the fact that coverage was clearly confirmed and offered to the client prior to the move taking place.  This was sent to the customer at the time of booking to ensure that one has time to read everything and ask any questions that they may have.  The coverage is clearly confirmed that it is covered per item per article at the rate of 60 cents per pound.  The coverage confirmation at no time implies that it would be for the total weight of the truck.

  Here is how coverage is confirmed:

  Coverage During Transportation
  
  Movers Standard Liability (Basic) The standard rate is at the rate of 60 cents per pound per article based on the Moving Industry Standards.  This is what’s included with the price.  For example if a 100 lbs table is damaged, the coverage is (100 lbs @ 60 cents/pound = $60.00)
  Declared Valuation Coverage This is available at the rate of $40.00 per every $1000.00 of declared value.  This must be pre-arranged and requested in writing at least one (1) business day prior to scheduled moving date.
  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.
  Deductible The deductible of $425.00 is applicable once per claim regardless of the level of coverage and it is deducted from the eligible refund amount.
  Third Party Additional Coverage Alliance Van Lines Inc. is not an insurance company and therefore cannot sell you replacement coverage as an insurance company would.  We strongly recommend that you check with your own insurance provider (such as home owners or rental insurance provider) and ensure that your goods are properly protected during transportation.

   

  Furthermore, coverage is clearly confirmed on our website, which also confirms the same.

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

  there is an entire page dedicated to how coverage works during transportation. 

   

  Therefore the claim was accepted and processed based on the coverage the client had with the move.  We did offer a courtesy refund.  If you would like to accept it please contact alliance office via email to process the refund.

  Customer response

  05/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Alliance is not being truthful in saying they did not use a 3rd party and rewording it by saying they have "agents all across Canada" that they use. That is just another way of saying 3rd party. The men who picked our belongings in B.C. said they didn't work for Alliance Van Lines.  They also did not address the practice of these people threatening to break our items if we didn't pay them a large "tip" on the B.C. side and the driver in Nova Scotia threatened to hold our stuff hostage if we didn't send an e-transfer of $300 to his direct e-mail.  **** **** ** ****** **** *** **** ************ 

  The never offered us a "refund" of any kind either. This is the exact wording they said in their last email:  Due to lack of coverage the client was not eligible for a refund.  
  However Alliance VL would still like to offer the client a credit for any future moves of $50.00.  They could offer us a "credit" of $1000 toward a future move and we would never use them again.  They are not taking responsibility for their workers.  Why have they not found out what happened to our stuff and why this had happened instead of denying that our furniture is ripped, had grease on it, the wrap around the furniture ripped right off and how it got water stains?  No one seems concerned that our stuff was treated like it was going to the local dump and not $10,000 **** *** furniture.  The only thing I keep hearing from them is that we didn't buy the extra insurance.  With a reputable company you should not have to worry about that when you have already paid $8,000 to ship your belongings.

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

  Business response

  12/01/2022

  Thank you for your response.

  Alliance Van Lines does not sub-contract any of their jobs, however we do use agents across Canada.  This is standard procedure across all Van Lines as there are agents all over North America to assists clients moving from different locations.

  As for the claim - this was accepted and processed based on the coverage the client had with the move. Coverage was clearly offered and confirmed with the client prior to the move taking place and the client chose not to purchase additional coverage.  As per the Highway Traffic Act - under household goods, it clearly does state that the coverage is very limited if one does not choose to purchase additional coverage or purchase coverage through a third party.  In this case the client did not choose to purchase additional coverage nor did he pay any additional premiums.  Regardless of who the client chose to move with the coverage remains the same as that is the standard in the moving industry.  Alliance VL does not make the rules, we simply adhere to them as per the Highway Traffic Act.

  As for the payment that was mentioned that the client had to pay at the delivery - that was for long carry.  The driver did arrive and explain that there is a long carry at delivery and there would be an additional charge.  This is in your confirmation email that additional charges may result if one has stairs or long carry at pick up or delivery location.  In this case the client did have a long carry and based on the size of the move there was an additional $300 fee.  The client was provided options to pay this in several ways as we do accept several payment terms.  The client did pay this additional fee for the services performed via email transfer.  At no time did anyone threaten the client to hold the goods hostage.

  As a courtesy, we are willing to offer the future credit to any future moves, despite the lack of coverage.

• Initial Complaint

  02/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Alliance Van Lines to move my belongings from Calgary, Alberta to Kamloops, BC. I paid a $500 deposit to have them pick up my belongings on Nov 26, 2021 and have them delivered between Dec 2nd and 7th. On November 30th I received an email from Nelly asking for the "Balance due already accounting for the deposit being deducted and taxes in is $897.76". On Dec. 1, I received an email from Nelly claiming their dispatcher has been trying to get ahold of me, despite them having my contact info on file and receiving no call from Sammy. Sammy informed me that despite Nelly asking me for payment on the order the day before, they neglected to gather the required information to invoice me correctly and that they now require an extra $150 to cover a fee for utilizing stairs. I am not disputing the charge, Alliance has every right to charge me this fee, however, when I confronted Nelly as to why payment was requested before the full scope of service was determined, I was told if I didn't want to pay the service charge they would happily leave my belongings wherever they chose to unload them at my requested destination. If Alliance had taken accountability for their actions, done their due diligence to determine the correct price before asking for payment, admitted that they should not have requested payment when they did, and treated me with a modicum of respect I would have no issue with this ad hoc charge.

  Business response

  10/12/2021

  We thank you for your recent relocation with Alliance Van Lines.

  Alliance Van Lines does confirm that extra charges do apply if a client requires extra services.  This includes additional labour of the crew using stairs.  

  Nicholas was ******** with a price for the shipping part.  We did not know that there were stairs at delivery and therefore the additional labour/charge was not quoted.  Dispatch did reach out to the client to confirm delivery 2 days in advance and only then did the client provide us information that there were stairs at delivery address.  Alliance did quote the additional labour and the client had a choice.  The client could have requested and pay for the extra service, or the delivery could have been performed to ground floor.  The client did choose to pay for the additional service.

  The delivery has been completed successfully.

• Initial Complaint

  15/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved from Spruce Grove Alberta to Courtenay, BC and hired Alliance Van Lines to move our furniture and belongings. They arrived on July 23rd to pick our stuff up. They loaded up (I had to contact them a few times because they hadn’t shown up for the move time). In the middle of August I started calling to find my stuff. They couldn’t find it or tell me where it was. I called repeatedly and they quit answering my phone calls. I finally got through by using another phone. The let me know my stuff was in an unknown location but they would find it. They finally located it and delivered it on September 4th. When the first piece of furniture arrived we were shocked. It was complexity damaged. Every piece was damaged. It was so bad the (new - contracted to finish the job by alliance) movers were so embarrassed they simply unloaded and stashed it all in the garage and left without notifying us. I chased them down to stop them. They said they had never seen anything like it. Every piece of furniture was damaged. The bed had blood on it. Everything was gone through and broken. the expensive stuff was all missing. I paid $3371.17. I had requested extra insurance (before I hired them) and they called me to tell me that wasn’t possible which they are now telling me I should have done. They have offered $50 to settle this. They ruined 4 dressers, 1 king size bed, desks, gaming chairs. Missing a couch, a very expensive gaming chair, clothing, bedding, night stands, and numerous other stuff. There was no care at all. I paid extra for covers and boxes which they didn’t bring but said they would do at the lot. It clearly was never done. I had to fight and email and call every day to get them to even respond to be about the claim. It has been a nightmare and horrible experience.

  Business response

  25/11/2021

  Alliance Van Lines would be happy to respond to this complaint. 

  Alliance VL was hired to perform a long distance move from Alberta to BC.  Prior to the move even taking place, the client was provided confirmation of coverage that we as carriers can offer to moving clients.  This provided to the client at the time of the quote.  Furthermore, the client then was provided complete information in regards to coverage and provided options to purchase additional coverage.  The client did not pay for additional coverage nor did she ever request additional coverage.  Therefore the coverage for the move is at the rate of 60 cents per pound per article.

  Following delivery, the client did submit a claim form with our office.  The claim was accepted and processed based on the coverage the client had with the move.  As the client did not purchase additional coverage, the claim was processed based on the basic coverage and the client was not eligible for a refund.  As a courtesy, Alliance did however offer a refund to satisfy the situation.  We are still willing to offer the refund.

  Customer response

  25/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  The bed which was covered in blood is worth $2000. The chair that was stolen was worth over $700. The belongings that were not taken care of were worth a lot of money never mind the priceless stuff that didn’t show up.  This is not a normal situation that we are talking about and offering $$50 doesn’t even cover a sliver of what was intentional damaged and missing. We are not talking about a typical move where a couple things are damaged. We are talking about a move where every single thing was ruined and it is very evident not respected or taken care of. My whole entire lot was damaged or missing. I did request additional insurance prior to the move and was told I couldn’t get it. It’s all like it was planned for it to be ruined. Another example is paying for wardrobe boxes and mattress covers and the company not showing up with them and then blaming me for not taking care of my stuff and never covering them.  many of the things on the list said it was my responsibility. After you took control of my possessions there was no way possible for me to be sure they were safe. They were safe when they went into your care and you didn’t do you job of keeping them safe and should now be held accountable for the terrible job that was done. My stuff was not treated with any sort of care that is reflected in the pictures I submitted. Plus it was all picked through and stuff stolen out of sealed containers. I haven never met a company that will not take responsibility for the horrible job they did  

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

  Business response

  01/12/2021

  Thank you for your response.  Contrary to the clients response, coverage was clearly offered and confirmed with the client PRIOR to the move taking place.  This was emailed to the client back at the time of booking and the client did respond to it confirming that it was received.  The coverage confirmation is very clear and furthermore at no time would anyone tell her that coverage was not available.  During a long distance move damages may occur and this is why we take great care in ensuring that all clients are aware of the coverage limitations and are able to purchase the additional coverage either through us or through their own insurance provider.

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

  The claim was therefore accepted and processed based on the coverage the client had with the move.  Despite the lack of coverage, we have still offered her a refund to assist with the claim.  

• Initial Complaint

  01/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Alliance Van Lines Inc. in May 2021 to move a kitchen table and chairs, a desk and chair, and a box of personal effects (primarily clothes and shoes) from Belleville, ON to Vancouver, BC. Some of the items were delivered in June 2021. The box never arrived and the desk was damaged. I filed a complaint form with Alliance, as required and was told I would need to wait 8-10 weeks for a response. I have repeatedly followed up with Alliance Van Lines and received no resolution regarding the missing box or damaged desk.

  Business response

  10/11/2021

  Alliance Van Lines offered moving/storage services to ******* ***** from Belleville, ON to Vancouver, BC.  Prior to booking the move Alliance advised the client of coverage limitations and offered the client options to purchase additional coverage in the case if there is anything damaged during the move.  The coverage for the move that all carriers offer is at the rate of 60 cents per pound per article for any damaged and/or missing items.

  Following delivery, the client did submit a claim for a desk that was damaged a box that was missing.

  The claim was processed as follows:

  desk - 75 lbs

  box - 30 lbs

  TOTAL - 105 lbs @ 60 cents/pound = $63.00

  $63 - $425.00 (deductible) = -$362.00

   

  Unfortunately due to lack of coverage, the client is not eligible for a refund.  As a courtesy, Alliance Van Lines will offer a $25.00 packing credit for any future moves.

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