ComplaintsforBailey's Moving & Storage

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to use ******** for our long distance move from ****** to *********** on July 22nd. We knew this was going to be a really difficult move given we have 3 young children so we were putting a lot of trust in them to help facilitate our move. Days prior to our move, we were informed that they had requested for a third party disassembly crew to come take apart items such as our treadmill and bunkbed. I pleaded that I did not want the treadmill disassembled as this was not necessary on prior moves and the treadmill is an expensive and fragile item. Unfortunately, my plea was not acknowledged and the treadmill was dissembled without regard. Unfortunately, our move was indirect and our items were put into storage in ** prior to unloading into our home. During the unloading process, we were told we were getting in the way of the movers while trying to evaluate our items and ensure things were going where we wanted them. For this reason, it was impossible to see if items like the treadmill were broken. When the treadmill was finally moved into our home, there were two pieces broken in the same exact position along the arms of the treadmill which makes me wonder if it occurred during disassembly. Either way, the 3rd party company attempted to put it back together and were unable to because of the broken part. Baileys has denied any responsibility even though they cornered us into using this third party company and knew they were putting this into storage therefore absolving them of any wrongdoing. Unfortunately, even if I were to push even more, because the insurance I opted for through Baileys pays about 30 cents per pound so I would only get $150. As it stands, I have had a broken treadmill in my basement for a month and a half. My wife and I have called over 20 times and only received this information today. On top of that, there is no offer to help fix the treadmill or move it. I find Baileys actions throughout this process to be extremely misleading.

  

  Business response

  11/29/2023

  Mr, ******, We are sincerely apologetic for any confusion or discontent you felt with your move process. Your facts are correct that we required the treadmill to be disassembled. We did not charge you for said disassembly.

  The storage your shipment delivered to was a private mini storage not an Allied approved facility.  A single large room where items are stacked and stored until they are ready to be moved again. We absolutely allow you to inspect your items before they are placed into the storage unit because the shipment is considered complete at that time. If a driver had asked you to not complete the check off process we would have wanted you to notify us immediately at that time so we could advocate for your rights. At minimum we would want you to write on the form that you were not allowed to properly inspect or check off your items before signing it. I do have a check off sheet that is clearly not marked up and it is signed off that you received everything with no damages. This is the second reason why Allied Van lines has denied your claim.

  The first reason is that you failed to notify us of the damage prior to moving it to another location. The assumption is that the damage could have been caused during your second movement of the items, not by Allied Van Lines employees.  You are also correct that the limited valuation you choose would have allowed payment out at ************************************************ the industry when a customer ************************* to pay for additional valuation that would cover for all loss and damage. Because we did disassemble the treadmill we do feel we can assist in helping you with the missing part you need for reassembly and we have been working with you directly to accomplish this. Since you have opted to go a different direction, we will cash you out at the amount claimed of $157.00 and you will need to handle the purchase of said parts and reassembly yourself. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our estimate from Baileys was $12,944. We ended up paying $20,355 which is 57% more than the estimate. We had damage from the move, filed a claim and there has been no payment on that damage despite over 10 attempts to get an answer on the claim. We paid for full insurance as part of the move.

  

  Business response

  09/13/2023

  Dear **************************,
  We are so sorry to hear that you are not happy with the settlement of your claim.  I have attached some documents for your review. Your estimate for services was non Binding -which means that you pay for actual time and actual services this is how a Local Move works. We do not offer a guaranteed estimate for Local Moving services. Only for interstate services.Please note your signature on all of these very detailed documents. I have attached the following;
  1. a copy of your estimate showing the estimated charges and yes based on the actual weight and services provided your costs exceeded your estimate by 10% with an estimated ***** lbs of HHGs and actual goods of ***** lbs moved we originally collected  $20,354.78 up front from you and refunded $6115.38 on June the 5th 2023.Leaving you with an actual payment of $14,239.40 not $20,355 as claimed.
  2. the Journal entry of the collection and the refund.
  3. All of the documents you signed
  4. The pictures of the clubs and the damages you are claiming to be done in our hands.  This damage was not claimed until you were out on the course and nearly 2 months after the services. 
  5. The claim form you submitted lists the damaged items as something they are not, as shown by attached photos of the corresponding items you claimed them to be.
  You did pay for full valuation which would entitle you to repair,or replacement of items damaged while in our possession and we would be happy to do so if the facts lined up and appeared that we had done the damage. I frankly am shocked at the damages you claim because in my 23 years of service to this company have never seen a damaged golf club let alone multiple with this type of damage which appears to be intentional. It is always difficult to understand why people attempt to fraudulently file a claim when Insurance fraud is a felony and can be prosecuted by law.
   The items you documented the damage to were clearly not the items you claimed them to be.XXIO royal prime edition ladies clubs. Maybe as movers you assumed we would not be able to identify the inaccuracies in your claims but alas this is not the case.  Unfortunately, Nothing in your statement stands as accurate. We can not settle this because it is currently fraudulent.If you would like to reclaim the items accurately we can have an adjuster take a look to see if they can assess the damage and confirm if it is consistent with transit damage.

  Customer response

  09/13/2023

   
  Complaint: 20577158
  
  I am rejecting this response because:

  Here is the response I sent to the company.
  

  ******** Team (please forward to **** as I cannot find her email),
  

  I received your response and denial of my claim from the BBB below. Prior to responding to the BBB, I want to communicate directly with you as I have through this entire process. My notes relate to your numbered items in the response.
  
  1. I agree with this and did not look closely enough at the charges on my credit card. I searched for your company, saw the two charges and did not realize the second one on June 5th was a refund. That is my mistake and will correct it on the complaint. Also note the claim I filed was for my golf clubs, I did not request any reimbursement for the difference in the estimate versus the actual cost. 
  
  2) I agree with your journal entry and I was refunded that amount after looking at my credit card statement today.
  
  3) On page 5 of the documents you attached relates to high value items. The question was crossed off and marked as NOT APPLICABLE. Because I purchased full insurance, I assume that is why. Also, the amount I claimed is less than the value stated even if your form and instructions were incorrect stating that section was not applicable.
  
  4) I originally filed an online claim on the ******** website and received no response. I did this in early June which I discussed with ****. I noticed the damage on Memorial Day when I used the clubs for the first time after our move. The clubs were not damaged before the move, and therefore I assume it was caused in your possession. Obviously I cannot prove that, but there is no other logical explanation. The paper claim filed on July 3, 2023 was because I received no response to the online claim in June and was provided a claim form from your local team to complete. So the timing of my claim was related to both not getting a response from the online claim in June, and not finding the damage until the first time I used the clubs after the move.
  
  5) In filling out the claim form, I did a search for my clubs and they look just like the **** Royal Prime Edition. I did a lot of research to lower the claim amount by finding clubs that were on sale to reduce the replacement cost. After looking at your response, I see that **** makes many different women's clubs including Royal Prime, Prime, Series 12, Series 11, etc.  Mine appear to be Series 11 or 12, they look the same online. I originally purchased a set with 3 *****, 1 hybrid, and irons. I then purchased more hybrids. Here is a summary of what I originally provided and research I have done on the **** 11's/12's in the last hour.
  
  ******** Moving and Storage
  *********** Claim - Itemized damage list
  
  Item Brand Cost Replacement Cost  Claim Amount Photos Replacement Cost (see ****** site)
  Ladies Driver **** Prime Royal Edition ******* ******* ******* 1,2 Full Price
  Fairway 3 Wood **** Prime Royal Edition ****** ****** ****** 1,2 Sales Price
  Fairway 7 Wood **** Prime Royal Edition ****** ****** ****** 1,2 Sales Price
  Hybrid 4 Club **** Prime Royal Edition ****** ****** ****** 3,4 Sales Price
  Hybrid 5 Club **** Prime Royal Edition ****** ****** ****** 3,4 Sales Price
  Hybrid 6 Club **** Prime Royal Edition ****** ****** ****** 3,4 Sales Price
  ******* ******* *******
  Option 2
  Ladies Driver **** 11  ****** See Notes Cost of 11s/12s that I am finding
  Fairway 3 Wood **** 11  ****** See Notes
  Fairway 7 Wood **** 11  ****** See Notes
  Hybrid 4 Club **** 11  ****** See Notes
  Hybrid 5 Club **** 11  ****** See Notes
  Hybrid 6 Club **** 11  ****** See Notes
  2349.94
  Option 3
  Set with Bag **** 11 Set ( 11 pieces) ******* See Notes Original set purchased
  Hyrbid 5 **** 11  ****** See Notes Added this hybrid
  Hybrid 6 **** 11  ****** See Notes Added this hybrid
  3599.97
   
  Your assertion that I intentionally filed a fraudulent insurance claim which is a felony and can be prosecuted by law is not only false, but the most concerning business practice I have seen from your company through this process. I have spent a significant amount of time to simply get reimbursed for my damaged golf clubs. I did my best to provide details, place at least 30 calls and emails to people on your team which went unanswered for months. A simple call to me asking if I had the correct version of the ****'s would have been helpful, instead, you accuse your customer of intentionally damaging my own property and fraud.
  
  In terms of next steps, I will update my complaint with the BBB and state that the claim amount is TBD because I don't know how you place a value on what was damaged. Please have someone call me to go through that, I am only asking for basic customer service and a fair resolution. I don't plan to close the complaint based on your allegations of my conduct which are inaccurate and could have been resolved by anyone on your team simply having a conversation with me about any concerns you had.
  
  
  ***********************************
  
  
  Dear **************************,
  We are so sorry to hear that you are not happy with the settlement of your claim.  I have attached some documents for your review.  Your estimate for services was non Binding -which means that you pay for actual time and actual services this is how a Local Move works. We do not offer a guaranteed estimate for Local Moving services. Only for interstate services. Please note your signature on all of these very detailed documents. I have attached the following;
  1. a copy of your estimate showing the estimated charges and yes based on the actual weight and services provided your costs exceeded your estimate by 10% with an estimated ***** lbs of HHGs and actual goods of ***** lbs moved we originally collected  $20,354.78 up front from you and refunded $6115.38 on June the 5th 2023. Leaving you with an actual payment of $14,239.40 not $20,355 as claimed.
  2. the Journal entry of the collection and the refund.
  3. All of the documents you signed
  4. The pictures of the clubs and the damages you are claiming to be done in our hands.  This damage was not claimed until you were out on the course and nearly 2 months after the services. 
  5. The claim form you submitted lists the damaged items as something they are not, as shown by attached photos of the corresponding items you claimed them to be.
  You did pay for full valuation which would entitle you to repair, or replacement of items damaged while in our possession and we would be happy to do so if the facts lined up and appeared that we had done the damage. I frankly am shocked at the damages you claim because in my 23 years of service to this company have never seen a damaged golf club let alone multiple with this type of damage which appears to be intentional. It is always difficult to understand why people attempt to fraudulently file a claim when Insurance fraud is a felony and can be prosecuted by law.
   The items you documented the damage to were clearly not the items you claimed them to be. **** royal prime edition ladies clubs. Maybe as movers you assumed we would not be able to identify the inaccuracies in your claims but alas this is not the case.  Unfortunately, Nothing in your statement stands as accurate. We can not settle this because it is currently fraudulent. If you would like to reclaim the items accurately we can have an adjuster take a look to see if they can assess the damage and confirm if it is consistent with transit damage.
  
  
  
  
  Sincerely,
  
  ***********************************

  

  Business response

  10/06/2023

  Please be advised that the damage claimed to the golf clubs will require further evaluation and information to be provided by the consumer in order for us to have an internal review completed in an effort to resolve the claim via a possible monetary disbursement.  At this time we would like to ask the consumer to please resubmit the information for the amounts claimed for the same like, kind, and quality "used" clubs that are available via ***** online website,or local golf stores.  We ask as the golf clubs were not brand new, but rather in a used condition from playing the game over a period of time. Upon receiving such information for again, usednot new clubs, we will be more than willing to review the items and work to resolve the claim and dispute accordingly with the consumer.  

   

  Customer response

  10/13/2023

  The 7 day window past but I will get the information to you today. Sorry I was out of town and didnt have access to all the information needed. 
  

  thanks !

  Customer response

  10/13/2023

  I was asked to provide costs for the golf clubs per the BBB complaint.  Attached is a spreadsheet showing the used cost I can find on **** along with a photo of my clubs vs. the one I chose on **** as what appears to be the exact club. For the Hybrids - 4,5,6 - I found a listing for a set of the three, so I show 1/3 of that for each club. The total claim based on used clubs is $1,600.
  
  
  I will update my complaint to the BBB. Please update us within the next 7 days if you intend to pay this amount, or if we should pursue other action.
  
  ******

  

  Business response

  10/20/2023

  This claim has been resolved to the customers satisfaction a goodwill gesture was made.

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Allied to pack, move, store, & move our belongings interstate. Half was delivered to temporary housing; half to Allied storage. Final shipment was delivered on 10/3/2022. Items in this shipment were damaged, including a table with the leg broken off, table with the top damaged beyond use, tables with large scratches, fragile items shattered (a heavy lamp was packed on top of crystal ********* in the same box), pictures were packed together without padding causing the hooks to gauge the frame behind, electric piano stand legs were lost, boxed & wrapped items arrived loose, and paintings were dropped on their corners, shattering the frames. I filed 7 claims for over 20 items between 10/13/2022 and 11/26/2022 including 2 items that were on the high value documentation. I followed all directions and tried reaching out for clarification, but I never received any further instructions. I did my best to determine value and replacement and I included that information in each claim. On 11/04/2022 an inspector came to view what I had reported so far. She indicated the damage warranted repair or replacement. She reiterated I had 9 months to file, but recommended I do it sooner. On 1/13/2023 I received a response for my claims, including those that had not yet been inspected. The adjuster had 20 items listed for a total of $0. 10 were listed as referred to agent which was explained to mean the stored items, but since they were all stored with Allied this is not clear. 8 were listed as denied 9 months but I filed within 2 months. Two were denied -no exceptions, of those one was individually wrapped, taped and boxed, but arrived loose without its box. The other was damage to my home. I cannot figure out how the adjuster made these determinations. All were stored together then delivered on 10/3, except the residence damage. She declined to explain. I am waiting on replacement and repair and would like to complete this asap so that I can use my furniture.

  

  Business response

  03/31/2023

  Dear ****, Sincere apologies for any confusion you may have suffered. Your claim with Baileys was fully settled per the attached settlement record.  As stated in the letter from Allied Van lines all transit damage was settled and any storage claims must be handled with the storage agent your stored goods were with our shipment with you concluded upon delivery to stg. any damages incurred prior to that we handle through allied van lines and any new damages incurred at the storage facility is their responsibility.   I have attached the settlement letter which clearly describes whose responsibility the claims for storage are and how to handle that.  The nine month rule is in effect from delivery date into storage not out of storage.  You need to work with your storage agent to resolve the claims for damage that occurred in their possession.

  Customer response

  03/31/2023

   
  Complaint: 19869491
  
  I am rejecting this response because: We stored our items with Allied. Our Allied salesperson, ************, arranged the storage. It was further away than we would have liked, but it was the only Allied storage in the area. As Ive said: WE HIRED ALLIED AS A FULL SERVICE MOVING COMPANY to pack, move, store, and move our items. We interviewed several options, but decided on Allied because we (mistakenly) thought Allied was a full service mover. We did not hire a storage facility. The local Allied office (where our items were stored) understood we were an Allied customer. When I reported the damaged furniture they gave instructions to file with Allied. We have one contract for the entire move and it is with Allied.
  

  Im not sure if the public can see the attached settlement letter, but it is nothing like a clear explanation of settlement. In fact, when I saw you attached it here I thought maybe you had new information. Unfortunately, its the same confusing non-statement you sent in January. ALLIED DELIVERED MY FURNITURE IN PIECES AND NOW INSISTS THEY ARE NOT THE RESPONSIBLE PARTY. If the mover I contracted to pack, move and store my items is not responsible for the damage incurred during packing, moving, and storing then why have a contract?

  Allied was LATE picking up from one house. Allied was LATE delivering our furniture. Allied was EXPENSIVE, especially considering weve had better service from most Mom & Pop movers. Allied packed literal doorstops and garage tools in boxes with china and stemware. Allied is taking zero responsibility for the damage they incurred. WHY WOULD ANYONE HIRE ALLIED? 
  

  I intend to get my furniture fixed by Allied and I refuse to go away. I was assured my items were insured, some were specifically insured at higher value. If I knew it was not insured, I would never have hired you.

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

  

  Business response

  04/03/2023

  Thank you for your response.  Indeed you did book your move with Allied Van Lines, ******** was your origin agent. The storage agent at destination is responsible for your claim and Allied Has stated this after a thorough investigation They will certainly help you with that, you will need to contact them at *********** option 2 is for domestic claims. I would not expect you to go away, but you will get better help if you go to the appropriate people to handle the issues you have.  Our intent is to help get you to that conclusion. 

  Kind regards.

  Customer response

  04/04/2023

   
  Complaint: 19869491
  
  I am rejecting this response because:

  The number given in the response IS the Allied claim service. It is the same number that both the origin and destination agents gave, though they gave more detailed instructions. Its the group that denied my claims stating storage is under the destination agent, but the destination agent is ALLIED. Its a circle.

  I paid Allied to pack, move, store, and move my items. I was told everything was insured if I used Allied storage; that it was insured at a higher rate for items Allied packed and for items on the high value list, both of which are in play under these claims. I was told after delivery that the damage was covered. I was told by the inspector that the damage was covered. Even this respondent implies damage is covered, if only I would reach out to the correct person. But I have. I have followed every lead and every instruction given and still have a room full of broken furniture. I have come to the conclusion that Allied is either absolutely and utterly inept, or it is using deceptive practices to deny responsibility. And the response given by Baileys Allied here is absolutely deceptive.
  

  I continue to request that Allied repair or replace my damaged items, but if they genuinely believe there was no contract then they should refund my money. Ill accept either.

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

  

  Business response

  04/06/2023

  All of the agents involved are Agents acting on behalf of Allied Van Lines we are NOT Allied. Allied is the company that is responsible for your claim you must work with them I have nothing further to share with you and can not help with any additional information I have provided you the information to work with Allied. You can file for arbitration if you do not like their settlement but you must do that through them. It is the only way you will receive help on your claim.

  We have nothing further for you. there is a process to follow and that is the only way to secure help. You can call them or you can not call them it matters not to us either way.

  Best of luck

   

  Customer response

  04/10/2023

   
  Complaint: 19869491
  
  I am rejecting this response because:

  My initial contact with Allied was through their website. They connected me to Baileys Allied, their local office. I hired Allied to pack, move, store, and move my items. Baileys Allied is the origin agent, the location that sent out the salesperson, explained the process, completed the contracts, and packed our items. Baileys Allied sent their salesperson ************, who stated he would be our main contact through the move, clients have stored furniture for years, damage would be repaired or replaced within limits, and who accepted the high value inventory so that our more valuable items were covered. He held fast to the 9 month window to file damage claims, until after our claim was denied at which point he changed it to 180 days. He struggled with the contract system, but eventually got the paperwork completed. Baileys Allied also sent the packing team who packed paintings together without padding, heavy items in the same boxes as fragile items, furniture without enough padding, all resulting in damage. If Baileys Allied was a reputable business, they would provide their clients with the service sold to them, especially when it is very clear that mistakes were made by their staff. Stand by your business. Or, stop selling services you do not provide.
  

  Baileys Allied is absolutely responsible for the damage to my belongings and they could work in good faith to help me resolve this, but they refuse to do so by their choice. This is not resolved until Allied repairs or replaces my damaged belongings.

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

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a large appliance online from GE on 11/29/22. Was scheduled for delivery and install on 1/9/23. On 12/9/22, people from ******** Logistics arrived without notice at a time when the install was untenable. Was provided a number to call to reschedule by one of the drivers (note - the actual installers for this company seem to be fine, the issue is with the larger company and their utterly appalling customer service). Called and scheduled delivery and install for 12/28/22, and took time off work to be available. The ******** scheduler informed me that they would call me the day prior to delivery to provide a smaller window than 7am-4pm. Never received a call, installer never showed up. I call them back on the 12/28/22 and am told there were delays due to the extreme cold the week before which were never communicated out to customers. I reschedule for 12/30/22 and again take time off work, and am given the same information from ******** that they will call the day before to determine delivery window. Again no call, no show, and when I attempted to call on 12/29/22 there was no way to leave a message on the full voice mailbox. Receive a call from them midday 12/30/22 saying the new delivery date will be 1/3/23 between 7-4 without any apology or explanation of why the previous delivery appointments were not kept, and this new date is untenable due to work schedule. I have now taken several days off work to be available for the scheduled install which they have failed to deliver or communicate reasons why changes were necessary. Now I am unable to recover cost of delivery and install ($150) from original vendor, and will need to lose even more wages in order to accommodate delivery that has not been honored by ******** three times now. Seeking refund of delivery fees from ******** as well as compensation for lost wages ($230/day)

  

  Business response

  01/03/2023

  Hello unfortunately you have reached ******** Moving and Storage which is not ******** Logistics. We are even operated by different managers and are located at different locations and have separate P&L statements.  You can reach ******** Logisitcis at ************ or a district manager at ******************************************** their address is **** ********************** ********* ** 80112

  Customer response

  01/06/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Baileys was hired to move my things from ******** to ********. On Sept.23,2022 the movers came and moved things out of my townhouse. Unfortunately we did not do a walk thru before they left. I found a whole in the wall by the stairway- I called them and they said someone would contact me. They did not and I had to run around fixing it my self , as the walk thru and closing were in the next 2 days . I called and **** said she would file a claim- never did. I finally was put in touch with **** after several months of calling - he said someone would get in touch , thus far no one has. My belongs were transported to an affiliate - Rose movers and in early October placed in a storage. Apparently they were supposed to do an inventory of the boxes as they put them in- this was not done . Wednesday Dec. 15th I got my things out. Found that 2 runner rugs ,1 box with printer , iron , toaster, ***** is missing. Also ,lampshade totally trashed , child step stool gone , box with tools and office supplies gone. 3 garbage bins gone. Its a week before Christmas and I have to run around getting basic household items. I was told to file a claim - which I did with Allied - They told me it will be another 3 months because every one is on vacation for the holidays. This is not acceptable. I spent more money in good faith and did not want to use PODS because I thought my belongings would be safer this way. I would recommend not to use this company - this has not been a good moving experience. I believe my things were misplaced- left behind somewhere - not stolen . I had far more expensive items that made it . No one follows up - they are nice on the phone and then do NOTHING,

  

  Business response

  12/28/2022

  Dear *****, I am so sorry that you feel like we did not follow up with you.  In your record I can see that **** did speak with you several times and did explain that you had to complete the claim form in order to initiate a claim. You were provided both the form and the instructions to do this.   Then on Dec 12th ********************* spoke with you and emailed with you.  AS of Yesterday It appears you found the items you believed to be missing. I have attached a copy of the time and date stamped transcription....
  
  12/27/22 08:33:29 AM Received call from customer - she was calling to let me know that the items she thought were missing - the items were tucked into bookshelves and were wrapped up. she has found all the items she thought were missing. the hole in the wall she had to take care of - she's not saying it cost her $150.00, but it was the hassle to having to take care of it, she was leaving and it had to be done. the lamp shade was on the floor lamp and not in a box, somewhere along the way, it got unwrapped and she tried to clean it and it wouldn't come clean. she got rid of the lamp shade already - cannot send picture. she confirmed her correct address is *******************************************************************************. I apologized for the issues, glad to hear she found the items. I will get this settled for her and email her.
  Sincerely,
  
  
  *********************
  Claims Manager
  T: ************
  F: ************
  C: ************
  E: ******************
  ---------- Original Message ---------- 
  
  

  Customer response

  12/28/2022

   
  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.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired ******** Moving for a local move (aprox. 2.5 miles) on August 31st. The move went fine and we were pleased with the service at the time. The movers were polite and courteous. I was informed after the move that we could file a claim within 6 months of our move should we find anything damaged. As we were unpacking we have 3 lamps that were damaged in the move along with some glassware that was a wedding gift and handmade. I initially filed the claim for the lamps on 10.18.22. (DEN ******) for $400 with *******************************. I do think that's on the low end, but the lamps were purchased a few years ago before inflation. She then forwarded that claim on to the claims manager *******************. I still had not received any updates or acknowledgement from the Claims Manager ********************* so I followed-up again on 11.14.22. Still no response. I then filed a 2nd claim for some shattered glassware on ***** and asked what the status was of claim #1 .**** still did not respond. ******* then sent my request on to a *********************. Still no response.... then on ***** **** came back and said she did not handle those types of claims. I then reached back out to ****, still no response. I asked ******* on **** what else I could do since **** was still not responsive. I then reached out to *********************** who was our moving Rep on **** and did not receive a response. I followed up again on **** and was told he was looking into it. I followed up again yesterday and was told I would hear from **** on ****. Still no response. I am unsure of what the monetary value would be over the shattered glassware for claim 2 since this was a cherished wedding gift from ****. I am looking for my claims to be settled

  

  Business response

  12/06/2022

  Dear Ms **** We are very sorry for any delay in your claim settlement. the following communication was provided by ********************* on 12/5 via email regarding our request for the status of your claim.  "It's done, she filed one claim on 10/18 and told me she was still unpacking
  and other claims would be filed, so it was pending.  She just filed the 2nd claim on 11/28, and I settled both claims on 11/30 but was off site the past few days dealing with a van fire issue.  She will be updated this morning."            In addition, I have also attached the letter that was sent to you outlining the claim settlement.   I notice that you did not purchase additional valuation for your relocation when signing your contract for service. All settlements were based on your choice of .60 cents per lb per article.  This option is on the contract and you are required to choose which valuation you prefer. the cost for increased valuation is there on the contract that you signed. If there is any additional information we can provide for you, please feel free to reach back out to ******* and she will assist you in getting that. 

  Customer response

  12/06/2022

   
  Complaint: 18530948
  
  I am rejecting this response because: $84 for ~ $400 in lamp damage is unacceptable.  $6 for glassware shattered from our wedding is an insult. We paid good money for our cherished items to be moved in a responsible manner. 

  I have been professionally and politely requesting any type of feedback from **** as of October 18th. I have been patient. The rude and unprofessional comments in today's response from **** are not appreciated. **** has not responded to me once in the 7 requests that I politely asked for an update on. 

  ******** is normally a reputable moving company that costs higher then the typical moving company. To tell me that I have to purchase additional coverage just in case is not something I should have to do. There was a prepayment of $3183.57. For that price, I should not have to fight for the damages to my lamps and glassware  

  
  Sincerely,
  
  ****** ***

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved to CA and the company left a box behind in one of the bedrooms. The rep for the company did not do a walk thru before the truck pulled out. My son called the company once it was discovered and the rep on the phone said, "The truck is gone. It is now your problem." It was too big to put in my car so my son mailed it to me. ***** at the moving company agreed to reimburse the cost of the shipping, $70.75. The receipt was sent to him and he has not responded in 10 months.I had 2 grandfather clocks, one going to CA and one to *********, **. The parts of both clocks were packed in the same box. I had to ship the parts for the clock to ********* for $15.50 and was promised reimbursement. That has also not been rectified.

  

  Business response

  07/21/2022

  Dear **************, 

  I am so sorry to hear of this situation.  ***** Had left our employee in January of this year so he must have decided not to follow up with us on this issue.  Since he promised he would refund you I will honor that and I will issue you a check in the amount of $86.25 this week. Please accept my sincere apologies for the delay. Had we been fully aware of this sooner you can rest assured that we would have resolved it sooner. 

  Kind regards, ******** Management

  Customer response

  07/21/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired to move from ****** to **********. Paid for assist with packing. Did not receive assist, resulting in ** having to continue to pack during day of move. Could not supervise movers due to this. Movers left multiple items behind. Took days to resolve this. Uncertain if these items made it onto truck, unable to receive answer regarding this. Authorized charge for down payment of 4000$. Movers charged 18000$ (the total for the move) immediately. Despite multiple attempts to reach out for them to correct this, they continued to attempt charging the total amount resulting in our card going over the limit. We had to call card to resolve it ourselves. Furniture went to storage pending us getting a permanent address in Pbgh. Paid remainder of fee for shipment to **********. Furniture was not loaded when promised. Currently unable to get a return email, phone call, or text re where our furniture is. Have attempted contact for over a week. Pictures attached include text confirming packing assist, and items not taken by movers. I have copies of all texts and kept records of phone calls. Can provide on request. I am concerned they will purposefully damage our goods before delivery, as we have also complained to their parent company, Allied. Allied would not provide any information regarding expected delivery date, and the rep refused to provide contact for management.

  

  Business response

  07/05/2022

  **************,

  We apologize for any confusion you experienced during your move. To begin with yes we came out to pack 27 cartons that were included with your contract we quoted it this way because you stated you would be packing everything but the fragile items.  When we arrived to pack your fragile items you had clearly not packed your part and were not ready for our services.  We were incredibly busy and did not have extra men to dispatch to your location to complete the part of the work you were going to do so we did the very best we could to meet the requirements of the contract. Items left unpacked were above and beyond what you paid for.

  Yes our team did run your card for the full amount of on the first day of service but when you called in to advise this was not correct within minutes of the charge we voided the transaction and it did not ever go against your account.  When we tried to charge the correct amount, packing service and cartage to the warehouse and first day of storage, your card declined and it took weeks for you to rectify that. In fact you only managed to get that paid because your shipment was scheduled to be released on a driver for shipment to **********.  

  You asked ** to change the credit card on file at least 3 times and we did oblige you on each occasion.  The final charges for transportation to ********** were charged as noted on the contract on the day the driver loaded your shipment on his truck and you are correct the intial charge was declined and yes we asked you to contact your bank to clear this up.  

  Again we are very sorry that you endured confusion during your move.  If you had managed your responsibilities to be prepared for our services you would not have endured nearly as many confusing events. The bottom line is that we schedule services based on what you sign for on your contract when you are not ready when we arrive it makes it incredibly difficult to meet your needs because we are not prepared with the proper staffing or materials to handle the work you failed to accomplish and notify us that you had not done in advance. 

  Your shipment is in transit and will be arriving shortly to your new home.  We have not overcharged you and there will not be a refund for any of the contracted charges. Our staff has spoken with you on a regular basis and will continue to attempt to meet your needs until your delivery has been completed.

• Initial Complaint

  06/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In February we signed a contract for moving and storage services with Baileys. They picked up our furnishing and we paid the first installment on March 5, 2021. In May we notified that we wanted the furnishings moved to Minneapolis on or near June 15th and the earliest the furnishing could be loaded was June 14h for Saturday June 19 delivery. We paid in full. A driver called June 17 to confirm delivery but only had 1/2 of our belongings and had no ideal when the second 1/2 would be delivered. We did not actually hear at all from our move coordinator, Austin until we called to complain. Since June 14, no one can tell us WHEN our shipment can be delivered or even picked up.The company says any complaint we have is "abusive" and we have no right to be upset and they do not wish to talk. We have filed complaints with the home office for Allied. It is not acceptable because this was THEIR mistake. We signed a contract assuming all of our furnishings would come together. Move ********

  

  Business response

  07/12/2021

  Dear MS. *******, We are very sorry for the delay on your overflow.  It is in Bailey's warehouse and is scheduled to be crated for shipment shortly.  We are working diligently to clear out a backlog of shipments from the warehouse that the ****** Network had placed upon us. We Understand the challenge this has been for our customers and we are doing the very best we can. The nationwide Labor shortage has impacted us significantly this peak season along with everyone else in our industry and outside of this industry as well. Your shipment is schedule for departure this week and you willbe notified of the anticipated arrival and delivery schedule as soon as it is available.  Again our sincere apologies for the inconvenience. 

*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. ↩