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:07/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company picked up our belongings in ********** with a confirmed delivery date of July 25, 2025. On July 16, 2025, we received a call from the movers asking if they could deliver earlier, as they had a truck in the area. We clearly informed them that we would not be available until the agreed-upon date of July 25.Subsequently, the movers added an unexpected $300 charge, claiming a shuttle truck was necessary for delivery due to access limitations. This claim is inaccurate, as large trucks regularly access the areaCarvana, located nearby, receives vehicle deliveries from large transport trucks on a daily basis.Additionally, the company attempted to add further unjustified fees. Based on our experience, we believe this company's practices are deceptive and unprofessional.

  Business Response

  Date: 07/25/2025

  Ms ********* has a delivery spread of 2-14 days, and would never have received a guaranteed delivery date.  If she provided a First Available Delivery Date (FADD), the delivery spread would begin on that day.
  Ms. ********* was never charged for a shuttle.  The motor carrier thought she would need one, but after contacting the storage facility was told there was 18 ******* access, but was informed that if the movers had to park farther than 100ft away there would be a long carry fee of $75.  This is already stated in Ms. ********** agreement that she has read and signed.
  Ms. ********* requested an email overnight stating that she would not be charged for a shuttle fee and was sent the confirmation in the morning.
  
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23650427
  

  I am writing to formally dispute the elevator fee charged on our invoice. According to our agreement, this fee was supposed to be included in the contract. Additionally, the movers did not have to carry any items more than 100 feet, which further calls into question the validity of this charge.
  
  
  I would appreciate your prompt attention to this matter and a revision of the invoice accordingly.
  

  I would  also like to discuss the broken items that are notated on the form that the driver has. 
  
  Sincerely,
  ****** *********
  
  

  Business Response

  Date: 07/25/2025

  Ms ********* is not being charged an elevator fee.  Ms. ********* can call the office directly or email us to confirm.
  Ms. ********* is not being charged a long carry fee unless the movers have to park more than 100ft away from her entrance.  This is written in the contract that she signed.
  Ms. ********* has not been charged anything additional, which she was told via phone and email.  
  
  
  Additional Services:
  Packing: Unless packing services are listed in the Packing Material List of this agreement, to AVOID any additional packing charges, PLEASE have all of your books, clothes, dishes, glass, mirrors, glass picture paintings, table lamps, items in drawers, TVs, and electronics all packed in cardboard boxes and ready for shipment. NOTE: Any additional packing services needed or requested outside of the original estimate, will incur additional charges.
  Shuttle Services:  At origin or at destination, if the motor carriers truck cannot get within 300 feet from entrance of building or house for loading and unloading, a shuttle service may be applied. Shipments up to ***** lbs = $300.00. Shipments ********** lbs = $550.00. Shipments 8,001-****** lbs = $750.00. Shipments ****** lbs & up = $900.00. NOTE: Final shuttle charges are based on load size and shuttle availability.
  Storage:  Additional Storage is charged at $0.40 per cubic foot per month for any additional months. NOTE: There is a minimum charge of $150.00 for any additional months of storage.
  Stairs:  If needed, each additional flight of stairs is $60.00. One (1) flight of stairs = 12 steps. 
  First flight of ********************************************************* your estimate.
  Long Carry:  If needed, each additional 100 feet is $75.00 (up to 300 feet. First 100 feet already included)

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23650427
  
  I am rejecting this response because: we were charged an elevator fee by the company they contracted out to move on moving. Our contract that we signed said that our remaining balance was ******. The company charged us  1073.32 and I can upload the proof. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:06/18/2025

  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 contracted Alliance Van Lines for my move, received a quote and signed on with them. The price had gone up approximately $1500 on my final call prior to pickup. Upon pickup I was told I would need to pay an additional $6000 because the company misquoted me. I was told when booking that the pickup would be Wednesday or Thursday of last week and the delivery would be on Friday or Sunday. When they picked up my belongings I was told it would be 2-10 business days after which I contacted both customer service and the contractor. I was told theyd do what they could to get the delivery made on time. When I had not heard from them by Sunday, I called customer service and was told on Monday and Tuesday of this week when I called that Id get a call from the mover that day, both of which never happened. I tried calling today again and am stuck on hold for over an hour at this point.96 hours with no communication, no answers, my family sleeping on blowup mattresses and out an additional $7500 from my original quote and terrible service.

  Business Response

  Date: 06/19/2025

  Mr. ******* price increased because he had additional items that he wanted to put on the truck.
  There is a delivery spread of 1-10 days, which factors in things that cannot be controlled (ex: weather, mechanical issues and other customers). Additionally, Mr. ****** told the Alliance Van Lines and the movers that he is unable to accept deliveries on Saturdays which will also cause potential delays in delivery.
  
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23484554
  
  I am rejecting this response because:
  
  

  alliance as a broker company was deceptive because when I booked initially I was told there would be a call to go through contents again within a week of pick-up. We did this and the cost did go up and my inventory was accurate at this time. When I described the contents with both ****, the initial salesperson and the followup call, I gave specific measurements on my contents and their calculations were off based on their cubic ft measurements. The item quantities from the actual movers had a variance because Alliance did not break down by item the same way the movers did. For example, I quoted a sofa and love seat. Alliance counted these as two items. The actual movers counted this as multiple items because the disassembled each of them. I had a table and 6 chairs quoted that Alliance marked as 1 item, although the actual movers counted as 7. I told Alliance I had a lot of garden/farm tools and the actual movers counted these individually. This is where the item number discrepancy comes from. 
  

  I paid $6500 more than my followup quote from Alliance because they did not visit the site, used inaccurate size calculations based on information provided and this response from them is invalid.

  In addition to this, the contracted movers caused damages to my new solid oak floors and freshly painted walls and baseboards which I just paid $8500 to do. Ive attached pictures of this damage. 
  

  If they can verbally tell a customer that the order will be delivered on the Friday or Sunday following pickup which **** did, go past the Monday delivery at the latest that the contracted delivery company told me on the phone was supposed to happen when I spoke with them yesterday, and then be delivered 3 days later than that cutoff date, there should be recourse and I reject this response from Alliance in full.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/20/2025

  Mr. ******* provided a list of items that he wanted to be moved and provided an electronic signature agreeing to the terms.
  He also had a follow up call with ***************** to confirm the order information was correct and make changes if needed. During that call, he added more items to his inventory list and signed acknowledging that the inventory was accurate.
  When the movers arrived, Mr. ****** had additional items outside of his inventory list, which caused his price to increase.
  Mr. ****** has not contact anyone in regards to any damages.  We encourage him to call the office to speak to someone directly.
  There is a delivery spread of 1-10 days, which factors in things that cannot be controlled (ex: weather, mechanical issues and other customers). Additionally, Mr. ****** told the Alliance Van Lines and the movers that he is unable to accept deliveries on Saturdays which will also cause potential delays in delivery. 
  Mr. ****** was delivered within the correct timeframe. 
  
  

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As I reviewed the existing complaints, why is the company still allowed to do business? We have to collectively work together to end this company's disgusting abuse of discretion. I contacted ****, which I believe to be the broker on May 8 to secure a move for my son's household items. ***** assured me there was a truck leaving ********** for ***** the week of May 26. Items were picked up late on May22, movers refused to move items from apartment, so we moved items to main entry. Items were scheduled for delivery on or around May 28. Items did not get delivered until June 9, They were offloaded to an undisclosed location in **********, ** which was not authorized. ***** finally admitted on June 5 that the original route was changed due another customer's items, but did not disclose that until I called. Alliance texted me on May 30 that my items were being loaded and would be enroute on May 31 which clearly was a lie. On June 6 after NO COMMUNICATION, I texted Alliance that I was reporting my items stolen. Then on June 9 after my text, driver texts me at 4:57am that they were delivering items between 1-2pm, and that they would leave after 29 minutes. INSUFFICIENT AND DISRESPECTFUL NOTICE. Driver refused to open door to ensure items were actually on truck. He demanded payment first. AND WE ARE MISSING A VERY VALUBALE SUITCASE. MY GOAL IS TO ENSURE ALLIANCE IS UNABLE TO CONTINUE TO CONDUCT BUSINESS. These reviews are clearly not enough to deter them from their deceiving behavior, as they have suffered NO penalty. I have already filed a complaint with the ******************************************* where I provided texts, emails and pictures. I am gathering receipts as well to include in this complaint. I will do whatever it takes to make sure Alliance cannot do business like this. Changing the name, location and manner/type of operation is not going to be enough to deter me from making Alliance accountable.

  Business Response

  Date: 06/10/2025

  Ms ********* booked a move for pickup on May 22 or May 23 and provided a first available delivery date for May 28. 
  She was provided a delivery spread of 2-14 days for her items, which begins from the first day she is available.  
  Ms ********* was in contact with Alliance Van Lines on May 28, June 5, and June 9.  Each time, she was provided the same information about her delivery spread.
  
  Ms ********* became upset because she wanted a guaranteed delivery date, and said that she is going to report her items have been stolen.
  Ms ******** contacted Alliance Van Lines after delivery to say that she wants a credit because some items are missing.  She was provided claims information.
  Ms ********* is also trying to dispute $5920.00, but her entire order was a total of $2057.10 which includes her deposit of $651.30.
  Alliance Van Lines has done nothing wrong, and has followed the details and guidelines of the agreement that was signed by Ms. ******************

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23446850
  
  I am rejecting this response because:

  1) Alliance fails to acknowledge that items were not supposed to be taken to an undisclosed warehouse in **********, ***  AND, this was NOT agreed to from *****, who was representing Alliance.  Please note that ****** admitted that original route changed due to another customer's negligence, NOT MINE, and I was not informed of this change OR that my items were offloaded.  I have filed a police report in the jurisdiction Alliance claims to have stored my items.

  2) Alliance is incorrect in claiming that I was upset that I wasnt provided a guaranteed delivery date.  That is flat out NOT true.  I had only asked for an estimated date, AFTER May 28, and they NEVER provided any update or details, UNTIL I shared that I had to report my items stolen.  There is actually nothing wrong with requesting an estimated delivery date, ESPECIALLY when one was provided at time of contract.  Please note that in light of the **** that my items were offloaded, AND the **** that Alliance was providing no details, AND it had been 6 days from the date items were supposed to be enroute. I had no choice but to report my items stolen.

  3) The fact is, there ARE ITEMS MISSING. VALUABLE ITEMS.  Alliance should be required to show written chain of possession of my items for every minute my items were under their control.  Why were my items offloaded in the first place?  

  4) The amount requested includes the missing/stolen item(s).  My son is a college basketball player that receives valuable items for marketing purposes in addition to other expensive items.  Someone stole these items.  Alliance has the burden of proof in this situation.  I am more than ready to go to court.

  Bottomline, Alliance DID do something wrong, and they fall back on this "delivery spread" to cover themselves.  That is not what happened in this case.  Alliance flat out LIED in their response to you, as they DID NOT WHATSOEVER provide any claims information.  I had to go online and search on my own.  They will be required to show proof of their statements.

  I DEMAND A REFUND FROM ALLIANCE, AND I WILL CONTINUE UNTIL ALLIANCE IS FORCED TO BE ACCOUNTABLE FOR THEIR FAILURES.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/10/2025

  Alliance Van Lines has very clear terms listed in the agreement that was signed by *** *********.
  Number 8 in the contract explains the delivery spread and that items may be warehoused prior to delivery.
  
  *** ********* has basic valuation protection included in her order, which is .60 per pound, per article, up to $10,000, and was provided instructions on how to file a claim already. 

   

  Please see pdf for term 8 in the contract.

  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23446850
  
  I am rejecting this response because:

  I very much appreciate Alliance pointing out the sentence in the contract regarding warehousing.  The problem is...that is NOT what was agreed upon with ***** the broker.  I was ASSURED that as long as my items made it on the truck, they would be delivered directly.  Verbal contracts are BINDING contracts too.  When items are removed from the truck, shouldn't there be some level of quality assurance that is conducted to secure items?   Trucking companies should be required to at least notify customers if their items will be offloaded to an undisclosed location.  That presents more of an opportunity for loss and damage.  If Alliance intends to rely on this fine print alone, it needs to be coupled with proper communication and documentation so as to cover themselves from liability.  In this case, I believe Alliance new they could not perform their agreement, and my contract was a lower priority.  

  I will not accept anything less than full value of our missing items.  I will attempt to recover via the claims process, but if we are unable to recover the full value of our items, we will pursue litigation against Alliance.  WE SHOULD NOT CONTINUE TO ALLOW BUSINESSES TO LIE TO **, GET COMPENSATED, AND WALK AWAY WITH NO LIABILITY.

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

• Initial Complaint

  Date:05/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a move with **** ****** of Alliance van Lines on April 11th, 2025 for my daughter who was starting a new job. He was very accommodating and polite at first and told me they could deliver her things in the first two days of May. I had made a mistake in the amount of things she had so contacted to add the items I missed and expected to add to the price. They were again very accommodating. Then I looked again at the contract and there was no specified delivery date. I called on April 14th and 15th, no one answered on the 14th and on the 15th the woman said they have a 21 day delivery window its in the fine print paragraph 8. I texted **** directly and it took him two days to respond. When I made the deposit, I was told they could meet my delivery needs until the cancelation time then it was we cant guarantee anything. I immediately told them that was not what I agreed on and I could not do the move that way. I am asking for a refund as this was NOT what I agreed to.

  Business Response

  Date: 05/22/2025

  Ms ********** booked a move from ** to **, and told Alliance Van Lines that she would not be able to accept her delivery until May 1, 2025.
  There is an estimated delivery spread of 1-10 days based off of the distance of her locations.
  There is no fine print on the agreement.  The delivery spread is listed under paragraph 8 in the cancellation policy of the agreement that Ms ********** signed.  It was numbered in the contract and the same font size and format as the entire estimate.
  Ms ********** called Alliance Van Lines days later and said that she just read her agreement and saw the delivery spread and that she wants a guaranteed delivery date.  She was told that we can try our best but a delivery date could not be guaranteed.  
  Ms ********** filed a dispute with her credit card company and now has to wait for the chargeback process to be completed.
  
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360546
  
  I am rejecting this response because:
  You denied the chargeback. I was quite clear about my date needs when booking and thought that was understood. Only after spending a great deal of time and effort  trying to be honest and add anything extra I had forgotten on the original shipping list did I see that the delivery date  was not listed at the top of the contract (it is in the first sentence of the 8the paragraph of small print. ) I tried to contact you immediately. 

  You had plenty of notice,  you provided no service to me at all. 

  I reopened my dispute with my credit card. If it goes through I will gladly accept the closing of this dispute.

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

  Business Response

  Date: 05/23/2025

  Ms ********** signed and agreement that included a delivery spread and a cancellation policy.  
  Ms ********** provided a first available delivery date, or FADD, for May 1 2025 but neglected to acknowledge the delivery spread provided on her contract, which was also explained via telephone.
  Alliance Van Lines states multiple times in the paperwork the cancellation policy, and requires an electronic signature from the cardholder prior to completing the booking process.
  Ms ********** is not eligible for a refund per the cancellation policy, however Alliance Van Lines can still service her move, if she would like to move forward.
  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23360546
  
  I am rejecting this response because:

  I was typing and the site logged me out. I was told one thing on the phone and that was not what was in the contract. I was so busy making sure I was honest and correct about what was being shipped. I contacted you within the cancellation window but you did not answer your phone. You cannot service my movie because as I stated from the start the delivery HAD to be May 1-3 as there were flights and such. Thus we had to find another way to make the move since you were not able to guarantee what was what was originally discussed. 
  

  You are being dishonest and I will accept no less than my deposit back. 
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:05/08/2025

  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 called to get a moving quote. We went through my apartment room by room and when I would give an answer to how many boxes in each room, I was told that the number was not possible. We finally get to the actual quote and they quoted me almost $3,500. I told them that I was going to get other quotes and speak to my spouse. They then became incredibly pushing, insisting I put down a deposit, making me put my spouse on the phone, all while lowering the price to get me to put a deposit. During the entire conversation, I could hear someone in the background telling the phone operator exactly what to say. I finally told them that I would not be putting down a deposit and I understood that the availability or rate could change but that the phone call was not a good experience. In the two days after, I received 18 calls from them; many of which were back to back to back. On the 19th call, I answered to tell them I do not want to use them and they hung up on me mid sentence. This company is horrible and I would like to not be contacted by them anymore.

  Business Response

  Date: 05/09/2025

  Ms. ******** called Alliance Van Lines to get a moving quote for a long distance move.
  Most long distance moves are booked 30 days - 6 months in advance.  Ms ******** wanted pickup for May 22, 2025, which is less than 2 weeks.  
  She was provided a quote for a specific route that met her needs.  The only way she is able to reserve a spot is by placing a security deposit.  Ms ******** is mistaking urgency for pushiness.  
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23305139
  
  I am rejecting this response. I understand the difference between urgency and pushiness. Calling someone 19 times from two separate numbers is not urgency. This response only shows the lack of customer service and respect for potential clients.
  
  Do better,
  
  **** ********

  Business Response

  Date: 05/09/2025

  Alliance Van Lines did not call Ms ******** 19 times, however we did call multiple times because again, pickup was for only 2 weeks away and we needed to know if she was going to need a spot on the truck as originally discussed with her.  
  Ms ******** finally told our company that she would not be moving forward and all further communication has stopped on our end with her.  
  If she chooses to book a move, she is welcome to give us a call.  We will see if we can find the best route for her at that time.
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23305139
  
  I am rejecting this response. I have documentation of all 19 calls. I got the 20th call today (5/9) at 11:51am CST. You need to get your facts straight before responding. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/28/2025

  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.

  Last summer, I booked a cross-country household move from the ********************** to the *********** with ********************************** /Alliance Van Lines. I booked the service on July 1st, and at the time, I had to pay the booking fee of $567.84 (appearing on the statement as ********************************** INBOCA RATON FL). The actual move was scheduled for Friday, July 26th. As we got closer to the date, I got confirmation that the moving crew would arrive on the 26th between 2 and 4 pm. On the day, around 2 pm, I received a call that the crew was "unable to come and we are rescheduling you to another day". The communication was SUPER POOR during the following days, yet they kept confirming they would come. Finally, they could not arrive before the end of the month, leading me into a total pickle with organizing a last-minute significant move at the end of the month. This was impossible, so I went over my lease and paid penalties. This was a complete breach of contract -not to mention totally poor business practice. The company has been unable to even return my original booking fee despite of several phone calls and emails. They have even straight up lied to me that "the check has been sent" or making up excuses as to why they cannot return this. Totally unprofessional and straight up fraud. The minimum expectation is that I get full refund for the deposit, ideally $1,500 to cover the extra penalties and the costs of delayed resolve of this matter.

  Business Response

  Date: 04/28/2025

   Ms ******* was offered a refund for the service failure, but she wanted the company to provide additional compensation and was told no.
  She said that she will call her credit card company and file a dispute for it.
  Ms ******* called the office 6 months later and said that she wanted a refund and additional compensation distributed by ******************************************** does not send checks for refunds, and she will have to contact her credit card company.
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23258448
  
  I am rejecting this response because:

  1) the information presented here is NOT correct. The fact that they have zero supporting evidence on this. 

  2) Credit card company will not refund and has asked to handle it directly with the vendor. 

  3) Timeline -i asked refund immediately in July. Never received, followed up in ~October and followed up with phone calls about monthly. Every time they agreed refund is in order but nothing is coming through.

   

  I can be satisfied with the original payment amount, but the fact that they continue to provide it just shows fraudulent business practice.
  
  Sincerely,
  
  Katariina Majamaa

  Business Response

  Date: 05/05/2025

  Ms ******* was originally offered a refund at the time of her service failure, but she wanted the company to provide additional compensation and was told no.
  She will have to dispute the charges with her credit card company as she  was previously explained.
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23258448
  
  

  I am rejecting this response because:
  

  This response is not valid or reasonable. It is way too late to manage this as a credit card dispute as I'm sure the company knows.

  I did not file credit card dispute right after because I trusted the company's answers that they will return the original payment ****. We had this discussion right after the initial contract breach and follow up calls last autumn and this spring as despite the promises I still have not received the payment. I'm re-attaching the latest communication following one of the many phone discussions where the company has agreed to pay, but have not followed up on the actual payment.

  Yes. I have asked for compensation (which would be rightful), but as repeatedly communicated, will settle for the refund of original payment.

  To be very clear -we are settled as soon as I get my original payment returned.

  Sincerely,
  
  Katariina Majamaa

• Initial Complaint

  Date:04/21/2025

  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.

  Was told that they were not a 3rd party company. Found out they were a broker and farmed out services to yet another company to transport the contents of my home. I notified them by email 7 days before pick up and they still refused to give me my money back.The day before I was ready to move another van line called and said they were hired by Alliance Van Lines to transport my contents and I informed them that I had cancelled and they would not refund my money.

  Business Response

  Date: 04/28/2025

  Alliance Van Lines is a broker, and states that in the agreement that Ms. ***** signed.
  Ms. ***** did not cancel her move within the 7 business days of her pickup.  Due to the cancellation policy that she signed, she is not eligible for a refund.  
  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23232810
  
  I am rejecting this response because: I asked person I was talking to on phone and he told me he'was not a 3rd party broker.   Also I was 7 days out from day of pickup and you still refuse to refund me.  Will ***** recommend your company to anyone. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 05/01/2025

  Alliance Van Lines is a broker, and states that as number 1 in the agreement that Ms. ***** signed, she never asked if we were a broker as we would have told her yes. 

  Ms. ***** did not cancel her move within the 7 business days of her pickup.  Her pickup was scheduled for April 11 2025 and she cancelled on April 4th. The cancellation policy states that cancellations must be done outside of 7 business days which means she would have had to cancel by April 2 by the end of business day.  Due to the cancellation policy that she signed, she is not eligible for a refund. 
  
  
  please see PDF
  

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our initial experience with Alliance started off wellbut it quickly went downhill. They brokered our move to a company with a reputation for damaging belongings and failing to deliver on time.Our delivery was over two weeks late, and when it finally arrived, many items were soaking wet and damaged. Even the movers, who were subcontracted by Move On, admitted this kind of mishandling is typical for them.When we tried to contact Move On, they hung up immediately. Alliance, our original point of contact, has been equally unhelpful. We trusted them to handle our move professionally, but instead, they partner with unreliable companies and put our entire moveand belongingsat risk all for profit margins.

  Business Response

  Date: 04/16/2025

  Ms ******** had a move that was traveling over 2000 miles.  There is a delivery spread of 2-14 days that is listed on the paperwork that was signed.  
  Ms ******** has never contacted Alliance Van Lines about damages or mishandling of items, but if she contacts the office we can provide her with instructions on how to file a claim and also reach out to the motor carrier on her behalf.
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23210021
  
  I am rejecting this response because: They are fully aware that the insurance coverage is virtually meaningless, and in this case, I believe the company should take full responsibility for compensating the damaged items and addressing the outrageously poor service.
  
  The customer service we experienced was unlike anything we had ever encountered shockingly bad. They knowingly acted dishonestly, showed no care in handling our items, and now hide behind a laughable claims process. Any reputable business would have first apologized and then made every effort to make things right, especially as the main point of contact responsible for the failure.
  
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/01/2025

  Ms ******** signed paperwork that clearly lists what is included and what is additional with her order.
  Ms ******** has basic valuation protection included in her order, which is .60 per lb, per article, up to $10,000.  Full Value Protection is an additional coverage.  She would have been provided a quote if she had asked for additional insurance on her items.
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23210021
  
  I am rejecting this response because:

  As previously stated, this company is fully aware of the way it manipulates its insurance structure to avoid accountability. It knowingly relies on unreliable subcontractorscompanies with well-documented histories of negligenceand ******* itself behind an insurance policy that appears designed more to limit liability than to protect consumers.
  
  
  Placing a monetary valuation on irreplaceable antique family heirlooms that have now been destroyed is not only insensitive but legally and morally inadequate. The emotional and historical value of these items cannot simply be quantified.
  
  
  This company presents a false sense of professionalism and trust at the outset in order to secure contracts. Once the agreement is signed, they delegate responsibilities to third-party subcontractors with poor reputations. When issues inevitably arise and customers express concern, the company strategically shifts blame and distances itself from the damage.
  
  
  The level of customer service weve encountered is appalling. Despite clear evidence of fault, including admissions from their subcontracted parties, the company refuses to take direct responsibility. Even the final delivery personnel acknowledged that our belongings arrived in the worst condition they had ever seen, and expressed genuine sympathy for our situation.
  
  
  We are not interested in platitudes or empty reassurances. Hiding behind an inadequate and arguably predatory insurance policy is unacceptable. We firmly believe this conduct borders on fraudulent, and the entities involved should be held personally and legally liable. 
  
  Sincerely,
  

  Carole 

• Initial Complaint

  Date:11/30/2024

  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.

  Alliance Van Lines refund policy states "Deposits will be 100% refundable, except 3% on any credit or debit card payments, for moves cancelled outside seven (7) business days (Saturday, Sundays and Holidays not included) prior to the first pick up date." The uploaded document shows my confirmation of refund was excepted September 4, 2024. I have waited the 7 business days and followed their procedures for notifying them if the refund hasn't been received. I can not get a response from the the company

  Business Response

  Date: 12/03/2024

  Ms. ***** cancelled her move and her refund was submitted 11/20/24. Processing can take up to 7 business days to reflect, excluding holidays.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22620576
  
  I am rejecting this response because:
  You guys say you charged back the money on the 3rd which the bank said there no money from you guys and also when I call the people on the phone there very rude. I want my money back without excuses its the 4th and still havent returned my money 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/04/2024

  Our records show that ** ***** has not contacted the office as of now to let us know that funds have not been reflected back to her account.  Please see the below showing that we have processed the refund.  We advise ** ***** to please contact the office immediately at ************ if she has not seen the refund.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22620576
  
  I am rejecting this response because:
  They still have not issued my refund. Also when I call that number it just rings and then goes quiet. This company is very rude and disrespectful to me. Today is December 5 and I still have not heard from these people. I emailed them they blocked me. I called this number that he put no response. I have not received my refund of $653. 
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 12/05/2024

  So I called that 888 number and now they saying bc I recent did a dispute I have to wait longer I dont recommend this company to anyone and also she said they way over charged my deposit 

  Customer Answer

  Date: 12/05/2024

  **** ***** from cancellation department is the person I spoken to , and again I spoke to  him  again  today  he claims hes going get my refund started today and you keep claiming I havent contacted you about it which is it ??

  Customer Answer

  Date: 12/05/2024

  Been trying contact these people since Nov 20th

• Initial Complaint

  Date:11/27/2024

  Type:Order 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.

  Hired movers for my household goods/motorcycles. Paid the deposit on Aug 13 (posted to my CC on August 14) for the amount of $1288.84. On Nov 3, the movers were a no show. Company was closed, could not reach anyone. On Nov 4th, I was able to contact the moving company (Alliance Van Lines) and found that the movers cancelled the load and didnt tell anyone. I was told I would be issued a refund in the amount of $1251.30. It is now November 27th, and I still have not seen the refund. I contacted Alliance Van Lines again, and they told me the refund was issued on the 4th and there is nothing further they can do. I was told to call my bank and file a dispute, which I have done. My bank is not showing that any refund was initiated. I feel that Alliance Van Lines are a bunch of liars and thieves.

  Business Response

  Date: 11/27/2024

  Ms ***** filed a chargeback with her credit card company. Unfortunately, she now has to wait for the dispute to be processed and completed.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22612007
  
  I am rejecting this response because: when I contacted Alliance Van Lines in regards to the refund, I was told they had already submitted the refund and there was nothing they can do, I would need to file a dispute with my bank to get my refund.  ******* has no records of a refund being submitted, so yes, a dispute has been filed.  I did NOT file a chargeable, I filled a DISPUTE, AS DIRECTED by Alliance.  If Alliance has actually processed the refund, this would not be an issue.  ************ doesn't seem to want to give me my money back.  Alliance needs to do the right thing and actually process my refund, I want my money back that they promised me. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/03/2024

  Ms. ***** filed a dispute with her credit card company and now has to wait for the dispute process to be completed.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22612007
  
  I am rejecting this response because: Bank is wanting proof that a refund was submitted. Tried emailing Alliance to get something in writing and no response.   Alliance keeps saying my bank has to fix this issue, but Alliance will not provide anything to prove that a refund was even issued or for how much.
  
  Sincerely,
  
  ***** *****