Business Profile

Moving Brokers

Allegiance Moving and Storage LLC

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Complaints

Customer Complaints Summary

98 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:06/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Allegiance Moving and Storage is attempting to extort money because they did not include the additional items in the original contract. The original contract list the cost as $2781.76 but they trying to up the contract to $3181.76 because they failed to list the removal legs off a baby grand piano, but the piano is listed as the furinture to be moved. I placed a deposited $1676.35 but they want to change the contract after I placed my deposit. Therefore they are demanding $400 just the removal of a baby grand piano legs. As you can see, on the oringal contract the piano was listed and they did not place the removal of the legs on the contract but now they want to change it to scam an extra $400.
Customer Answer
Date: 06/29/2025
Also Alliance lied stating that I $800 payment which I sent by zelle that they could not take it because they do not accept their payments well I had to literally send them a picture snapshot of the portion of the contract where it talk about payment methods and in that section it says zelle is acceptable. After I sent them a copy of their payment method that they respond back and stating that they do accept zelle payments. Well since they refused to accept it the payment was returned back to my checking account and I had my bank send them an actual check payment dated for June 27th which they did receive.
Business Response
Date: 07/12/2025
Hello,
Mr ***** is filing a BBB complaint because we have tried communicating with him several times advising him that we cannot accept the payment that is due to the carrier It can only be made to the carrier and collected by the carrier primarily for tax purposes we cannot collect the payment for the carrier as the broker. As the broker we are only accepting the first payment which is considered the initial deposit. Because Mr ***** is not entitled to a full refund and he is refusing to pay the carrier he has filed a complaint The BBB as well as the **** Please see attachment we have issued a full refund to Mister ***** because he is not cooperating with our terms and conditions. This is a false complaint. Several staff members have attempted to explain this to Mr ***** and he refuses to accept that we cannot as the broker accept the payment that is due to the carrier.
Customer Answer
Date: 07/24/2025

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
Date:06/21/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi the date of this transaction occurred on three different occasions. The first being paid on 01/02/25.I hired a moving company from ******* Allegiance Moving to facilitate my move to ********. I was initially quoted for the price to be around $2634. I asked if this was an all encompassing number they said yes.They send a 3rd party company called arrow moving solutions to show up to my place at the agreed upon date; and said they needed to pack my stuff which will be an extra $1450. At this point I had already paid a deposit of $1317 which I was originally told was half of the payment. I was told I would pay half as a deposit then half when my stuff arrived to ***** they told me they would not move me unless i paid $1450 for them to simply back my stuff up which is already more than the agreed upon price of around $2800 for the entire move. I was on a tight timeline and ended up having to pay, an extra $1450.The third part arrived to my new place in ** a few days later, stating I needed to pay another $450 for them to park their 18-*******. My stuff was never loaded into an 18-******* and I had no idea one was coming. They forced me to pay the $450 that night in order for me to receive my items. At this point ive now paid $4,475 for a move that was quoted to be $2634.They also broke two of my items which they said insurance would cover, but once I filed the claim they never got back to me. I was also forced to pay through ***** for all payments except the first one. I never heard from allegiance after they contracted out the move within my knowledge to this shell company called Arrow moving solutions. I was charged a grand total of $4440 when I should have only paid $2634, Im seeking the difference plus damages to my two items. $1806+$200. When I attempt to open the Bill of Lading this is also inaccessible now. I was also forced to pay a 3rd company through ***** called Atlantis. When my items arrived.I have all the receipts and records if needed.
Business Response
Date: 07/04/2025
We appreciate the opportunity to respond to the complaint submitted regarding the your interstate move, which was coordinated through Allegiance Moving and Storage LLC, a licensed broker operating under USDOT [3183105].
Allegiances role in this transaction was to act as a moving broker, meaning our responsibility is to coordinate the customer's move by arranging for a licensed and insured motor carrier to execute the transportation of household goods. This role and relationship were fully disclosed in the signed estimate and Terms and Conditions accepted by the customer prior to pickup. The customer agreed to these terms, including potential additional charges assessed by the carrier for services requested or required at the time of pickup or delivery (e.g., packing, shuttle fees, or long-carry access).
Key Facts:
Initial Estimate: The customer received an estimate based on the inventory and move details provided at the time of booking. The estimate clearly notes that it is non-binding, and subject to change based on actual items and services required.
Carrier Assignment: The move was assigned to a licensed third-party carrier, Arrow Moving Solutions, who conducted the physical services. This is a common and legally permitted practice under ***** guidelines, as disclosed in the agreement.
Packing Charges: The carrier reported that additional professional packing services were requested or deemed necessary at pickup. These charges are determined by the carrier and fall outside the brokers authority. The customer was provided a revised estimate at pickup, which was acknowledged and signed.
Delivery Charges: The additional $450 charge cited appears to be a shuttle fee, which is a common fee assessed when a standard 18-******* cannot safely access a residence. Such charges are also outlined as potential additional costs in the signed agreement.
Claims for Damage: The customer was directed to file a claim with the carrier and/or the third-party claims administrator. As Allegiance does not handle physical freight, we do not process claims directly. We are happy to help the customer follow up on this if they are still awaiting a response.
Customer Answer
Date: 07/17/2025

Complaint: 23500420

I am rejecting this response because:

I was provided a revised estimate regarding the parking services but told if I did not sign it I would not receive my items. I also gave the address for my delivery and was never told about this parking/ delivery charge until I was forced to sign it.

Regarding the packing charge I told them what I needed over the phone, which is noted in the attachments and was never told there would be an extra package charge I explicitly asked about this.

Finally, I again never heard anything for my claim.

Sincerely,

******** ******
Business Response
Date: 07/27/2025
Mr. ****** was presented with a revised estimate that included additional charges related to access limitations at the delivery address, which required a shuttle service. As outlined in our Terms and Conditions and Bill of Lading, accessorial fees such as long carry, stairs, elevators, and shuttle truck services are determined by the carrier upon physical inspection at the delivery location. These are standard industry practices and are based on the equipment needed to safely complete the delivery. Mr. ******* acknowledgment and signature on the revised estimate allowed us to proceed with the delivery. At no time were his belongings withheld as leverage; the carrier simply required a signed authorization for the additional services before proceeding, which is required by law and insurance policy. Mr. ****** advised over the phone what items he believed would require packing. However, as noted during the onsite inspection and verified by the crew at the time of pickup, additional packing was required to safely transport certain items and ensure compliance with DOT and insurance regulations. All packing materials and labor were documented on the inventory and bill of lading, which Mr. ****** reviewed and signed prior to loading. We apologize if Mr. ****** has not yet received a response to his claim. Our claims process is handled through a third-party insurance adjuster in accordance with the $10,000 cargo protection policy at $0.60 per pound, as outlined in our agreement. Although we believe all charges were in accordance with the signed agreement and services rendered, we understand this experience has been frustrating. As a gesture of goodwill and in the interest of customer satisfaction, we are willing to offer a partial refund for $150.00 the inconvenience experienced. Please see all attached supported documents.
Business Response
Date: 07/29/2025
Mr. ****** was presented with a revised estimate that included additional charges related to access limitations at the delivery address, which required a shuttle service. As outlined in our Terms and Conditions and Bill of Lading, accessorial fees such as long carry, stairs, elevators, and shuttle truck services are determined by the carrier upon physical inspection at the delivery location. These are standard industry practices and are based on the equipment needed to safely complete the delivery. Mr. ******* acknowledgment and signature on the revised estimate allowed us to proceed with the delivery. At no time were his belongings withheld as leverage; the carrier simply required a signed authorization for the additional services before proceeding, which is required by law and insurance policy. Mr. ****** advised over the phone what items he believed would require packing. However, as noted during the onsite inspection and verified by the crew at the time of pickup, additional packing was required to safely transport certain items and ensure compliance with DOT and insurance regulations. All packing materials and labor were documented on the inventory and bill of lading, which Mr. ****** reviewed and signed prior to loading. We apologize if Mr. ****** has not yet received a response to his claim. Our claims process is handled through a third-party insurance adjuster in accordance with the $10,000 cargo protection policy at $0.60 per pound, as outlined in our agreement. Although we believe all charges were in accordance with the signed agreement and services rendered, we understand this experience has been frustrating. As a gesture of goodwill and in the interest of customer satisfaction, we are willing to offer a partial refund for $150.00 the inconvenience experienced. Please see all attached supported documents.
Customer Answer
Date: 07/29/2025

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. I will accept the $150.00 as a resolution for this.

Sincerely,

******** ******
Initial Complaint
Date:06/02/2025
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 spoke to **** ******* from Allegiance Moving on May 1, 2025 and made an appointment for May 28, 2025 to move my one bedroom condo from *******, ** to ********, **. He told me that I would receive a phone call in the week leading up to the pickup date to finalize times and dates for both pickup and delivery. I got a phone call a few days before and was told they would be there between 9am and 2pm on the 28th but they still could not give me a delivery day yet but would soon. I called the day before, the 27th, and was told they wouldn't be able to give me details and I would have to wait until the movers actually came and they would have the information. I voiced frustration with this and spoke to *******, the "broker". She was incredibly rude and unprofessional but did say it would most likely be same or next day and definitely not more than a week before hanging up on me. The movers showed up two hours after the five hour window, charged me 50% more and said they couldn't tell me when there would be delivery. That someone would call me in the next couple of days. I called the moving company Friday the 30th and was told I had to call Allegiance. I called ******* at Allegiance again, she said I needed to call the other company and I informed her that I had and they were the ones that told me to call her. She then yelled it me that it was "only Friday", they "just picked it up Wednesday", and she now has no answer to when I could expect delivery. It is now Monday night on the 1st and I have not heard from either company. I have been forced to spend more money on necessary items and reschedule job interviews. I literally do not know what I'm paying a "broker" for, where all of my belongings are, or when I will get them. This has truly been the worst and most expensive service and I have been treated horribly and lied to at every single turn. And I still don't even have delivery details!
Business Response
Date: 06/04/2025
********, **. He told me that I would receive a phone call in the week leading up to the pickup date to finalize times and dates for both pickup and delivery. I got a phone call a few days before and was told they would be there between 9am and 2pm on the 28th but they still could not give me a delivery day yet but would soon. I called the day before, the 27th, and was told they wouldn't be able to give me details and I would have to wait until the movers actually came and they would have the information. I voiced frustration with this and spoke to *******, the "broker". She was incredibly rude and unprofessional but did say it would most likely be same or next day and definitely not more than a week before hanging up on me. The movers showed up two hours after the five hour window, charged me 50% more and said they couldn't tell me when there would be delivery. That someone would call me in the next couple of days. I called the moving company Friday the 30th and was told I had to call Allegiance. I called ******* at Allegiance again, she said I needed to call the other company and I informed her that I had and they were the ones that told me to call her. She then yelled it me that it was "only Friday", they "just picked it up Wednesday", and she now has no answer to when I could expect delivery. It is now Monday night on the 1st and I have not heard from either company. I have been forced to spend more money on necessary items and reschedule job interviews. I literally do not know what I'm paying a "broker" for, where all of my belongings are, or when I will get them. This has truly been the worst and most expensive service and I have been treated horribly and lied to at every single turn. And I still don't even have delivery details! her sales representative told her 1-5 business days for delivery, he told her 3-5 days before the move someone would reach out to go over her inventory, and the day before the move dispatch calls after 3:00 with the del eta and provides an estimated window of 4 hours and the drive will call her before arrival, they have 2 full days to pick up the customer in order to meet their obligations, and the driver calls them the night before del and about 30 min before pulling in, I called ******* at the carrier (she is not with Allegiance) I will req the ppw to find out what the difference are in the volume and inventory list, please give us 3 days in order to recieve it and give the office a call, i also spoke with ********* boss and the customer was yelling at her and ******* never hung up on her, it was the other way around, when I was going going what she signed and told she didn't want to hear what I had to say alos and she hung up on me she is providing miss information all because they were 2 hours late and it is taking a week for deliverr it is a shame she is lying

ChatGPT said:
Heres a professional and empathetic response you can send to the customer that addresses her concerns, corrects misinformation without sounding accusatory, and de-escalates the situation:

Subject: Follow-Up Regarding Your Move from ******* to ********
Dear [Customer's Name],
Thank you for your patience. Im sorry to hear that your moving experience hasnt met your expectations so far, and I want you to know that your concerns are important to us. Id like to clarify a few details and provide you with the most accurate information possible.
According to our records, your move was scheduled for May 28, 2025, with a delivery window of 15 business days, as explained during your booking with your sales representative. It's standard procedure for our dispatch team to reach out 35 days prior to pickup to finalize the inventory and again the day before the move, typically after 3 PM, to provide a more accurate pickup window. This window is also relayed to the driver, who calls before arrival.
I understand the movers arrived later than expected, and I completely agree that timely service is crucial. While we do provide a 5-hour window and allow up to 2 full days for pickup, delays can unfortunately occur due to traffic, weather, or earlier jobs running long. Still, we should have communicated any delay to you better, and for that, I apologize.
Regarding delivery, it is normal for final delivery details to be confirmed after pickup, and drivers usually reach out the night before and again 30 minutes prior to arrival. As of now, we are actively coordinating with the carrier to get you the delivery information. Ive already contacted their office and requested the paperwork to verify the inventory and volume. Please allow us up to 3 business days to receive this and review any discrepancies.
Also, I want to clarify that *******, whom you spoke to, is with the carriernot with Allegiance. Ive spoken to her and her supervisor, and they mentioned that the call became heated and that you hung up during the conversation. I understand this situation has been frustrating, but were all here to help you, and respectful communication is essential so we can resolve this quickly.
Please reach out to our office if you have any questions in the meantime. Our goal is not to point fingers but to work together to ensure you get your belongings and we close out your move successfully.
Thank you again for your patience and understanding.
Sincerely,
*************************start="2536" data-end="2539"> *********************************start="2563" data-end="2566"> Allegiance Moving & Storage
****************************start="2615" data-end="2618"> [Your Email Address]

Let me know if you'd like a more assertive or a more apologetic tone.

You said:
i need something that says the minute we tell you the facts she became hostile and when I asked what she would like to accomplish on this call she got even madder and yelled at me. i am not sure what she is looking for

ChatGPT said:
Thanks! Here's a revised version that keeps a professional tone while firmly addressing her hostility, correcting misinformation, and asking for her desired resolution. This version also protects your position as a broker and sets boundaries without being disrespectful:

Subject: Clarifying Your Concerns and Next Steps
Dear [Customer's Name],
I want to take a moment to acknowledge your frustration and thank you for sharing your concerns regarding your move from *******, ** to ********, **. Ive taken the time to thoroughly review your account, speak with the carrier, and gather all relevant details so I can address your concerns accurately.
To clarify:
You were quoted a standard 15 business day delivery window by your sales representative, which is consistent with industry standards for this type of move.
Our dispatch team attempted to contact you as scheduled, and provided a pickup window between 9 AM and 2 PM the day before your move. The driver arrived later in that window than expected, and while delays can occasionally happen due to prior jobs or traffic, we understand this added to your stress.
Delivery details are typically finalized after pickup, and the driver is expected to call you the night before delivery and again 30 minutes prior to arrival.
Weve also reached out to the carrier directly to request the paperwork that outlines your final inventory and volume to address any pricing discrepancies. Please allow up to 3 business days for this documentation to be received and reviewed.
With that said, I do need to address the tone of recent conversations. The moment we began to explain these facts to you, the call became hostile. When I respectfully asked what you hoped to accomplish on the call so I could assist you properly, you raised your voice and ended the conversation.
We genuinely want to resolve this situation and ensure you receive the service you paid for, but we need cooperation and open communication to do that. At this point, Im unclear on what exactly you are seeking as a resolution. If you can let me know specifically what outcome you are looking for, I will do everything within my power to work toward it.
We are committed to helping you, but communication must remain respectful and constructive. I look forward to hearing how youd like to proceed.
Customer Answer
Date: 06/04/2025

Complaint: 23410575

I am rejecting this response because:
I am under the impression that the phone calls are recorded and would love a copy of them. I was repeatedly yelled at and spoken over to the extend that anyone would be frustrated. At no point was there any communication about delays and the phone call from her was only an attempt to bully me into closing this BBB complaint. I do not appreciate the name calling nor the constant aggressive tone. I have not lied and if there was any confusion it was due to the poor communication between both companies. Also, perhaps you'd like to reread your messages using chatgpt before hitting send, the entire response is a mess and difficult to get thru, showing once again the sheer lack of professionalism.
Sincerely,

***** *****
Business Response
Date: 06/04/2025
I never bullied you or yelled at you or said anything about removal on the BBB. I directed you to leave a complaint on the carrier's site as ******* does not work with Allegiance. I never called you a name or even raised my voice. I asked what you wanted to accomplish with this call you yelled at me saying I called you. There was no lack of communication between us and the carrier. I also have a very different version from the carrier and judging how you treated me and the flat out miss information you are posting now that I am certain that ******* was telling the truth. She told you the facts about when your delivery would happen and you got mad and yelled at her and hung up. That is the exact same way the conversation that I had with you. I told you they have estimated pick *** and the driver was 2 hours late for that ESTIMATED TIME and you got mad. I told you that they legally have 30 business days for delivery and that they are delivering today and you got mad. You said **** told you 1 day for delivery and I spoke with him and he told you 1-7 days, he never says 1 day. He usually calculates 1 day for every 50 miles. I have all your signed paperwork that provides you with this information so you saying you were not aware of all of it also misinformation.
Initial Complaint
Date:05/10/2025
Type:Sales and Advertising 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 reason for the delayed complaint is that I am disabled and it took a long time to make repairs to damaged furniture before I could unpack and to unpack and photograph all damages and inventory missing items.I received a quote from ***** **** with Allegiance on 3/27 for $67XX.**. I was unable to save the exact quote due to the link being broken within a week. ***** stated that they had their own movers, my belongings would be stored at their warehouse for one month free and the move would be completed when I notified them that I had purchased a home in ****. I explained in detail what was to be moved and that I would need a semi to move everything. ***** **** and **** ***** stated a semi with 6 or 7 movers would pack and move everything.They never performed a visual inventory. Instead they subcontracted the move with ******* For You Moving and Storage (another complaint is being filed against them). They showed up in a box truck with 4 movers. After loading the truck halfway the lead stated the quote wasn't enough. Allegiance had collected $3896.01 prior to the move. ******* For You stated that I would have to pay an additional $9463.44 at the time of the move and $9463.45 at delivery. They later stated I had to pay another $2100.00 for a second month of storage. This move ended up costing over $18,000.00 more than what was quoted. That took every last ***** I had saved. I feel like ******* For You should have gone after Allegiance for the difference since the quote was their error or they should have split the difference. I also have over 80 photos of damages and am missing several large items.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. While we regret that this customer was dissatisfied, there are numerous inaccuracies in their complaint that need to be addressed.
1. Timeline of Move and Delayed Complaint
This move occurred over two years ago. Filing a complaint this long after delivery severely limits the ability of any company to verify damages, investigate claims, or recover compensation from third-party carriers. Services were completed in full at the time, and we have documentation confirming this.
2. Inventory and Equipment Accuracy
The customer provided our representative, ***** ****, with a signed, itemized inventory totaling approximately ***** cubic feet. This volume does not require a semi-truck and was appropriately assigned to a 26-foot box truck. This information and equipment assignment were agreed to and signed off by the customer.
Upon pickup, the carrier reported the actual volume used was ***** cubic feetthree times the quoted estimate. Yes, that much volume would typically require a semi-truck, but that is not the information we were given during booking. As stated in our estimate terms, volume discrepancies result in updated pricing from the carrier.
3. Document Access
The estimate link expires automatically after a period of time for security purposes and to ensure no one can access or sign on the customers behalf. Regardless, a copy of the signed estimate was emailed to the customer for their records and remains available upon request.
4. Pickup Schedule and Confirmation
Despite earlier attempts to adjust the dates for scheduling efficiency, the customers original requested dates were honored. This was confirmed via email on May 29, 2025, and the move proceeded as scheduled.
5. Storage Misunderstanding
The customer opted not to store items with the carrier. Instead, they chose to use their own private storage unit, which disqualifies them from the one month of free storage we offer through our contracted carriers. Once the items were delivered to that private unit, the move was considered complete, and any further transportation or damages would not be tied to Allegiance or the original carrier.
6. Customer Email Contradicts ******************** Complaint
We received the following email from the customer after delivery, which paints a very different picture from the current BBB complaint:
From: ************************start="2892" data-end="2895">Subject: Broken Items
"Hello,
I just want to send you this email of the items that I was able to find so far that the moving company broke during my move! They were careless and didnt take the necessary measurements to keep from eliminating delicate items such as this beautiful chair that cannot be replaced from being damaged!! Please see that I get some sort of reimbursement for this along with the table leg. That is also bent that ***** lied and said he fixed and tightened and as you can see, it is not!!
I would never use them again despite me saying yes, in front of them because I knew that this was the gentleman that we were with them I like them, but ***** himself he was just a liar. A liar. I liked the young men that were with him so I was giving them a good survey, but not that one no not at all!!!!!!!
As well, they didnt even allow me to take my TV anchors as you can see they are still plastered in the wall and I was very hurt about that because not only did I have to buy the TV anchors. I had to pay someone to put them in.!!!
Photos included!!!"
This email references a few specific items: a chair, a bent table leg, and missing TV anchors. These are all concerns that could have been handled through the carriers claims process, yet we have no record of a formal claim being filed. Additionally, this email contradicts the BBB complaint, which now references 80+ photos, missing inventory, and over $18,000 in alleged damagenone of which were mentioned at the time.
7. Our Role as a Broker
Allegiance Moving & Storage is a licensed broker, not a motor carrier. Our role is to arrange transport with *****-licensed carriers. All packing, loading, transportation, and delivery services were performed by a separate, fully licensed carrier. This was disclosed in the signed estimate and confirmed in our terms and conditions.
Final Note
We understand the customer is upset, but many of the accusations in the BBB complaint are either exaggerated or factually inaccurate. We take all complaints seriously, but in this case, we believe Allegiance acted in accordance with the signed agreement and applicable regulations. We remain happy to provide documentation and encourage the customer to pursue any claims directly with the carrier that performed the move.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond. While we regret that this customer was dissatisfied, there are numerous inaccuracies in their complaint that need to be addressed.
1. Timeline of Move and Delayed Complaint
This move occurred over two years ago. Filing a complaint this long after delivery severely limits the ability of any company to verify damages, investigate claims, or recover compensation from third-party carriers. Services were completed in full at the time, and we have documentation confirming this.
2. Inventory and Equipment Accuracy
The customer provided our representative, ***** ****, with a signed, itemized inventory totaling approximately ***** cubic feet. This volume does not require a semi-truck and was appropriately assigned to a 26-foot box truck. This information and equipment assignment were agreed to and signed off by the customer.
Upon pickup, the carrier reported the actual volume used was ***** cubic feetthree times the quoted estimate. Yes, that much volume would typically require a semi-truck, but that is not the information we were given during booking. As stated in our estimate terms, volume discrepancies result in updated pricing from the carrier.
3. Document Access
The estimate link expires automatically after a period of time for security purposes and to ensure no one can access or sign on the customers behalf. Regardless, a copy of the signed estimate was emailed to the customer for their records and remains available upon request.
4. Pickup Schedule and Confirmation
Despite earlier attempts to adjust the dates for scheduling efficiency, the customers original requested dates were honored. This was confirmed via email on May 29, 2025, and the move proceeded as scheduled.
5. Storage Misunderstanding
The customer opted not to store items with the carrier. Instead, they chose to use their own private storage unit, which disqualifies them from the one month of free storage we offer through our contracted carriers. Once the items were delivered to that private unit, the move was considered complete, and any further transportation or damages would not be tied to Allegiance or the original carrier.
6. Customer Email Contradicts ******************** Complaint
We received the following email from the customer after delivery, which paints a very different picture from the current BBB complaint:
From: ************************start="2892" data-end="2895">Subject: Broken Items
"Hello,
I just want to send you this email of the items that I was able to find so far that the moving company broke during my move! They were careless and didnt take the necessary measurements to keep from eliminating delicate items such as this beautiful chair that cannot be replaced from being damaged!! Please see that I get some sort of reimbursement for this along with the table leg. That is also bent that ***** lied and said he fixed and tightened and as you can see, it is not!!
I would never use them again despite me saying yes, in front of them because I knew that this was the gentleman that we were with them I like them, but ***** himself he was just a liar. A liar. I liked the young men that were with him so I was giving them a good survey, but not that one no not at all!!!!!!!
As well, they didnt even allow me to take my TV anchors as you can see they are still plastered in the wall and I was very hurt about that because not only did I have to buy the TV anchors. I had to pay someone to put them in.!!!
Photos included!!!"
This email references a few specific items: a chair, a bent table leg, and missing TV anchors. These are all concerns that could have been handled through the carriers claims process, yet we have no record of a formal claim being filed. Additionally, this email contradicts the BBB complaint, which now references 80+ photos, missing inventory, and over $18,000 in alleged damagenone of which were mentioned at the time.
7. Our Role as a Broker
Allegiance Moving & Storage is a licensed broker, not a motor carrier. Our role is to arrange transport with *****-licensed carriers. All packing, loading, transportation, and delivery services were performed by a separate, fully licensed carrier. This was disclosed in the signed estimate and confirmed in our terms and conditions.
Final Note
We understand the customer is upset, but many of the accusations in the BBB complaint are either exaggerated or factually inaccurate. We take all complaints seriously, but in this case, we believe Allegiance acted in accordance with the signed agreement and applicable regulations. We remain happy to provide documentation and encourage the customer to pursue any claims directly with the carrier that performed the move.
Customer Answer
Date: 05/31/2025

Complaint: 23312845

I am rejecting this response because:
1. Again, being disabled limits the amount of time and items that I could unpack at a time. I had to repair several pieces of furniture before I could unpack most of the boxes and out away the items inside.
2. The inventory did have what was to be moved, but I told ***** that the garage had boxes already packed from floor to ceiling to capacity and that the cubic footage didn't reflect this. I was also told that the inventory provided had to be signed before the move was scheduled and times was running out so I had had no choice but to sign. As I said before, I told ***** that a semi would be needed to accommodate all of the items to be moved.
3. The estimate emailed to me was over $3000 more than the estimate provided in the link.
4. There is no dispute over the scheduling of the move.
5. Storage was handled by ******* For You, the movers subcontracted to handle the move. My items were stored for two months, one month free and I was charged an exorbinant amount of $2100 for the second month. After the second month the items were moved to ******, ** where the items were stored minus what I could fit in my pickup truck. Afterwhich I moved everything in my truck one load at a time to my home. All of the pictures of furniture damage was taken at the storage place as they were unloaded from the semi. All of the other damage photos were taken as I unpacked each box. These photos will be sent in ***** emails to the BBB as I can only send 5 photos per email.
6. I never sent the email mentioned. I didn't have a chair that had damage repaired by *****, whoever that is. **** unloaded my items from the semi. Nor a table leg requiring repair. I also didn't have any TV anchors to be moved, so clearly this email was from another customer, not me. A majority of the $18,000 in damage is from then amount charged for the move versus what was quoted, an error by *****. The amount of damaged or missing items was $9868.00, the amount overcharged for the move was approximately $16,100.00, depending on the different amounts quoted an the broken link and the email.
7. Photos will be sent via email to the BBB as I cannot send a zip file. My computer isn't working since the move either. In addition, the complaints about the move were via phone to the ******* For You "customer service".
Sincerely,

******* *****
Business Response
Date: 06/04/2025
I am rejecting this response because:
1. Again, being disabled limits the amount of time and items that I could unpack at a time. I had to repair several pieces of furniture before I could unpack most of the boxes and out away the items inside.
2. The inventory did have what was to be moved, but I told ***** that the garage had boxes already packed from floor to ceiling to capacity and that the cubic footage didn't reflect this. I was also told that the inventory provided had to be signed before the move was scheduled and times was running out so I had had no choice but to sign. As I said before, I told ***** that a semi would be needed to accommodate all of the items to be moved.
3. The estimate emailed to me was over $3000 more than the estimate provided in the link.
4. There is no dispute over the scheduling of the move.
5. Storage was handled by ******* For You, the movers subcontracted to handle the move. My items were stored for two months, one month free and I was charged an exorbinant amount of $2100 for the second month. After the second month the items were moved to ******, ** where the items were stored minus what I could fit in my pickup truck. Afterwhich I moved everything in my truck one load at a time to my home. All of the pictures of furniture damage was taken at the storage place as they were unloaded from the semi. All of the other damage photos were taken as I unpacked each box. These photos will be sent in ***** emails to the BBB as I can only send 5 photos per email.
6. I never sent the email mentioned. I didn't have a chair that had damage repaired by *****, whoever that is. **** unloaded my items from the semi. Nor a table leg requiring repair. I also didn't have any TV anchors to be moved, so clearly this email was from another customer, not me. A majority of the $18,000 in damage is from then amount charged for the move versus what was quoted, an error by *****. The amount of damaged or missing items was $9868.00, the amount overcharged for the move was approximately $16,100.00, depending on the different amounts quoted an the broken link and the email.
7. Photos will be sent via email to the BBB as I cannot send a zip file. My computer isn't working since the move either. In addition, the complaints about the move were via phone to the ******* For You "customer service".
Sincerely,
Initial Complaint
Date:04/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My parents went through this company to hire movers to bring furniture I inherited from my grandmother from southeast ******** to **************. They picked everything up a year ago and I'm still waiting on delivery. The movers said they were going out of business in November and claim they've been holding all of my stuff in ********, then ********. ******'s website claims to make moves "risk free," but that clearly isn't the case. First, they insisted they could "be the b***" (their words) and handle it, but as the months have gone by, they now claim this isn't really their responsibility. They're "just the broker," and it's all the movers responsibility to get my stuff up to me. They haven't offered any alternate arrangements and the information they've given me doesn't line up with what the movers have said. I don't know who's lying, but someone is. The movers, currently, say making the delivery they agreed to is "impossible" and suggested bringing it back to *******. My parents are paying for an empty storage facility because the broker said my stuff was on a truck, which just ended up taking it from ******** to ********, not back to ********. I just want my stuff.
Business Response
Date: 04/28/2025
We would like to clarify the situation regarding your move. Arrangements were made with the carrier for free storage of your belongings until the spring season, as road conditions made delivery impossible at the time. The carrier did notify you that their operations were closed but that they would make efforts to deliver your goods as soon as possible working with another Moving Group.
Based on the information you provided to us previously, the roads leading to your delivery location were not yet passable, and you had agreed to work with the carrier to arrange delivery to a storage facility located a few hours south of your original delivery address once spring arrived.
As it is now spring, this is the first notification we have received from you regarding any issues with the delivery of your belongings. We take matters like this seriously and have already begun working directly with the carriers owner to see what can be done to assist you in resolving this matter.
Please allow us approximately three (3) business days to follow up with you. If you do not hear from us by then, we encourage you to contact our office directly for an update. We are committed to assisting you and working toward a satisfactory resolution.
Customer Answer
Date: 05/01/2025
At no point did I say the roads were closed, nor is it true that I never contacted the broker. I've attached a screenshot of my call history showing that I took over contacting them in December. Prior to that, my mother was the main point of contact. They've never followed up on a call and they've been aware of "delays" in delivery since June 2024. Never during any of those calls was I told the movers were waiting for the road to be clear, not was my mother given any explanation, again, in JUNE OF 2024. The location she's talking about "a few hours south" is in *******, ********, which is more than 10 hours away from *******, **. There is no reason why the broker couldn't have helped the original mover before now... Except that they're only concerned now that this is all going to be public. *******, ** may be a rural town, but we're off of US 41, which has not closed in decades.
I've also attached a screenshot from the broker claiming I never told them that my stuff was never delivered. Also a lie, as evidenced by my call history. ******* asked me during a call to resolve the complaint, but I refuse to do so until the job is complete. If the job isn't complete by BBB's resolution deadline, then I will reject the response from this "business." They can't even figure out which lie they want to go with.
Business Response
Date: 05/08/2025
We appreciate the opportunity to respond to this complaint. First and foremost, we would like to clarify that the individual who submitted this complaint is not the customer on file. The move in question was booked by and contracted with her parents. Due to federal privacy regulations and the security of our clients, we are unable to legally discuss account details with anyone other than the actual customer unless authorized in writing.
The items in question were originally picked up on March 28, 2024. We were first notified of any delivery issues in December 2024nearly nine months later. According to the actual customer, an agreement was made between them and the carrier to delay delivery due to winter weather conditions in ********. For the safety of the moving crew and due to possible road closures, the carrier offered free storage with the intention of delivering the goods in the spring.
At one point, the carrier offered the customer a full refund if they were willing to retrieve their belongings directly from the storage facility. The customer declined, and continued to wait for delivery.
We were contacted again on January 27, 2025, and upon reaching out to the carrier, we learned they were no longer operational and were attempting to coordinate with another party to complete the move. Again, free storage was extended to avoid additional costs to the customer.
We received no further updates until April 28, 2025, when we were contacted again regarding non-delivery. While we understand the frustration, we must stress that if these were truly urgent or sentimental items, we would have expected more frequent communication.
Since learning of the continued delay, we have:
Agreed to fully refund the customer's deposit.
Taken steps to coordinate with a new carrier, at no additional charge to the customer.
Called in professional favors to secure delivery at our own expense.
At this point, we are simply awaiting truck availability from the new carrier to complete delivery. We remain committed to resolving this matter and believe weve taken every possible step as a broker to assist the customer.
Customer Answer
Date: 05/19/2025
Hi ******,
I haven't gotten a delivery date yet, but the business claims it should be soon. How much longer do I have to accept/reject the response?
Customer Answer
Date: 05/23/2025
I'd like to thank the BBB for providing this space to work through disputes, I think the broker would have blown off my calls forever. I'm not going to pretend to understand where this Floridian fantasy that Michigan shuts down in winter come from. I don't know many more moving horror stories worse than finding out that, not only is the mover you use shutting down, but they're in an entirely different region of the country than the state where pickup and delivery was meant to have occurred. The broker didn't step in to help the mover until I came here.
I've been told my items are getting picked up either today or tomorrow and should be delivered in the next week or two. I'm marking this as accepted because that was the deal I made with them, but I do not recommend this broker to others.
Initial Complaint
Date:03/29/2025
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.
Im living in **********, wanting to move to **********. I hired Allegiance Moving and Storage LLC To move my stuff for the price of $3902 and some change. However upon arrival they change the price and asked me to pay close to $6900. Claiming my stuff was more than what I told them. Please keep in mind that I have sent the list of items that need to be moved for them and its not my issue that they calculated wrong. They have refused to return my deposit of $1680. My request is for this to be resolved and refund the amount of $1680 and some change.
Business Response
Date: 04/04/2025
**** you for your feedback. Were truly sorry that your moving experience did not go as expected. Its never our goal for a customer to feel dissatisfied or frustrated during such an important transition.
On the day of your move, our team made several good faith efforts to work with you and find a solution. Due to the oversized nature of your furniture, we explained that stacking pieces in a way that would compromise their integrity was not an option. We also offered to move the original cubic footage reserved at no additional charge, and to send out a second crew for a fresh evaluation both of which were declined.
While we understand tensions can run high during a move, it was difficult to assist you further as the conversation became hostile and was ultimately cut short. Please know our staff is here to help, but we can only do so with mutual communication and cooperation.
Because the cancellation occurred after the crew had already arrived and services had begun, the reservation is non-refundable in accordance with our cancellation policy, which you agreed to at the time of booking. For your reference, Ive included the full cancellation policy below.
That said, we remain willing to assist you by rescheduling and sending out a different crew if youd like to continue with your move. Your deposit remains valid for a future reservation within 12 months of your original booking.
If youd like to move forward or discuss this further, please dont hesitate to call us directly.

Cancellation ****************start="1812" data-end="1815"> I agree to the Allegiance Moving and Storage LLC cancellation policy, which reads: "Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3-day window immediately after the Bill of Lading is signed subject to 49 CFR 375.505(h). After this 3-day window, cancellation requests will receive a 50% refund up until 7 days prior to the first listed date for pickup. All cancellation requests must be submitted via email to ******************************** An estimate/order may not be canceled after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. Moving services may not begin until the contract for service (Bill of Lading) is signed by the customer authorizing the mover to begin services. Services may not be canceled after the customers property has been loaded on the truck. All non-refundable deposits can be utilized toward a future reservation within a 12-month period from the date of the original reservation. Allegiance Moving and Storage reserves the right to refund deposits additionally and outside of the aforementioned timeframe at its sole discretion."
Customer Answer
Date: 04/04/2025

Complaint: 23133938

I am rejecting this response because:
There was a breach of contract made on ur end, also you didnt inform me you were coming on that day, no phone calls or text was made. U didnt tell me anything about couch size. And u didnt try to work with me at all u just hiked the price up and told me that what I need to pay.
Sincerely,

**** Owais
Business Response
Date: 04/08/2025
First and foremost, we would like to clarify that your move date was confirmed in writing and acknowledged by you during the booking process. For this reason, we are surprised by your statement that you were unaware the moving crew was scheduled to arrive. Please understand that no moving crew is ever dispatched without confirmation from the customer, as our partnered carriers have unfortunately experienced significant losses in the past due to customers not being home or canceling without notice.
Additionally, its important to note that your estimate was clearly based on volume, not weight. The rate you signed for was $3.25 per cubic foot, and the total cost was directly related to the amount of space your items required on the truck. This is standard practice in the moving industry and was thoroughly explained by your moving coordinator.
As a reminder, your contract clearly states the following:
"By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
As a properly licensed interstate Broker, Allegiance Moving and Storage, LLC is not a motor carrier and will not transport, pack, or handle an individual shippers household goods, but will coordinate, recommend, and arrange for the transportation of household goods by an *****-authorized motor carrier. The motor carriers charges are determined by its own published tariff, which is available for review upon request. All estimated and final charges are based on this tariff."
Furthermore, your estimate also includes a section explaining how your volume was calculated based on the inventory provided. Our team relies on accurate information from the customer to generate an appropriate estimate. If items are added, or if the inventory list is not accurate, the final volumeand therefore the costwill increase. Unfortunately, in this case, the inventory and/or volume provided during the booking process did not align with what was ultimately moved, resulting in a necessary price adjustment.
We strive to ensure every estimate is as accurate as possible, but this depends heavily on the information received from the customer. When key details are omitted or misrepresented, unexpected changes can occur.
Customer Answer
Date: 04/11/2025

Complaint: 23133938

I am rejecting this response because:
they told me they would come Friday or Saturday and they would call and they never did I can prove that they never called by going to my call logs history. Thats first. Second thing I went over my inventory list over ************************************************************************ over and over. So dont say I changed it or added things. U tried to s**** me and take my money because my coach was big for ur guys. U asked questions and I answered them. And just to let u know I already moved my stuff for the price I wanted with a different company and they didnt change on me and did that drama we are trying to pull on me. Im entitled for my cancellation because u breached a contract and u threatened me that I will not get my initial deposit back. Im asking for my money back because u didnt keep ur word and u tried to strong arm me into signing the new price which u know its against the law u said to sign the new price and have ur guys pick up the stuff and we can talk about the price. Thats against the law. I would like my money back please and thank u.

Sincerely,

**** Owais
Initial Complaint
Date:02/19/2025
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.
This happened to my daughter and family on January 17, 2025 when they obtained Allegiance ********************************************* as a broker for their move. Original cost estimate by Allegiance to move from ** to ** $8900. Allegiance sent ******************** to move them- later found out that company is located in **********. Final moving cost $21,000 after items loaded and truck gone with most of their belongings ( had to get rid of a pickup load of items that would not fit in the two trucks they brought ( were told they would bring a semi). Also they loaded personal sensitive items that were put aside and explicitly told movers not to put on their trucks, but they did anyway. Demanded wire transfer at pickup and cash at delivery ( feel like this was so charges could not be disputed). Paperwork of bill of lading and inventory list were not legible. Items damaged. These companies should be shut down. Moving is stressful enough without all this extra nonsense.
Business Response
Date: 03/06/2025
I understand your concerns, and I appreciate you reaching out. However, since your son is the paying customer, we really need to hear from him directly to address any issues. We're more than happy to help, but for privacy reasons and to make sure everything is handled correctly, its important that we speak with him.
Please have him give us a call at ************ opt 1 so we can work on a resolution. Were happy to assist in any way we can!
Business Response
Date: 03/13/2025
We sincerely regret that Mr. ****** ******* experienced an increase in cost for his move. It is important to clarify that he provided us with an estimate from another moving company rather than completing a full inventory list with us. We strongly encouraged him to take the time to complete a detailed inventory, but he chose to proceed with the existing estimate, and we honored his request by building the estimate accordingly.
Regarding the carrier assigned to your move, we clearly advertise our role as a moving broker in multiple locations, and this information is transparently stated in the estimate agreement you signed. At no point were you informed that a semi-truck would be used for pickup, as the cubic footage provided did not justify the need for a full semi. The estimate we were given accounted for only half the space of a semi-truck.
In reference to the sensitive documents that were loaded, we kindly ask whether these items were placed separately and labeled for the crew to leave behind. Additionally, we would like to understand whether you were present at the pickup location to oversee the handling of these specific items.
Regarding payment options, your assigned carrier was providing direct delivery services, meaning that credit card payments would not have cleared in time before delivery. This policy is in place to ensure timely service.
As for the paperwork, customers receive the back-page copy, which may result in some areas appearing less legible. However, we have already requested a clearer copy to be sent to you so that you may proceed with filing a claim for any damages.
We want to reiterate that we are happy to assist Mr. ******* directly, as he is our customer. He is welcome to contact our office at any time for further assistance.
Customer Answer
Date: 03/16/2025

Complaint: 22963782

I am rejecting this response because: Responses like this from your company is why you are not BB accredited, have a B rate and 121 complaints listed against you on the BBB website. Also East West Movers that you contracted with has 1.4 star on Yelp and lots of bad reviews from people that went thru you and ended up with them as their movers. You will never convince me that you hook people in with a low ball bid (by the way your info is not correct about ****** providing another company's estimate- I have a copy of the contract he signed with you that has an inventory list with it). and then you contract with a mover - tell them to go in with their "bid" and then they kickback to you a percentage of what they get. I hope the ********************************* investigates your company and I hope the New Jersey attorney **************** investigates the **********************

Sincerely,

***** *****
Business Response
Date: 03/25/2025
We are sorry that there were damages during the move. However, the inventory list was created by another moving company, not us, and it is unfortunate that they did such a poor job. Your son chose to rely on that list rather than taking the time to manage his move himself and provide us with an accurate inventory. Had he requested it, we could have arranged for an in-home estimate or a virtual walkthrough. According to him, he completed a virtual estimate with the other company, as for your concerns about our BBB rating and complaints, moving is a highly subjective industry, and unfortunately, those who take the time to post reviews are often those who had MINOR negative experiences. The 121 complaints listed on the BBB over the many years we have been in businesscompared to the thousands of moves we facilitaterepresent a very small fraction of our overall customer base. Our B rating is a direct result of a former manager failing to respond to certain complaints, an issue that has since been addressed.nd that is the information we were provided. WE ARE NOT AT FAULT.
Again, we regret that your son had a negative experience, but we are at no fault here. If he needs claim information or further assistance, he is welcome to contact our office directly. As he is our customer, we encourage him to reach out rather than having you handle the matter on his behalf.
Business Response
Date: 03/25/2025
We are sorry that there were damages during the move. However, the inventory list was created by another moving company, not us, and it is unfortunate that they did such a poor job. Your son chose to rely on that list rather than taking the time to manage his move himself and provide us with an accurate inventory. Had he requested it, we could have arranged for an in-home estimate or a virtual walkthrough. According to him, he completed a virtual estimate with the other company, as for your concerns about our BBB rating and complaints, moving is a highly subjective industry, and unfortunately, those who take the time to post reviews are often those who had MINOR negative experiences. The 121 complaints listed on the BBB over the many years we have been in businesscompared to the thousands of moves we facilitaterepresent a very small fraction of our overall customer base. Our B rating is a direct result of a former manager failing to respond to certain complaints, an issue that has since been addressed.nd that is the information we were provided. WE ARE NOT AT FAULT.
Again, we regret that your son had a negative experience, but we are at no fault here. If he needs claim information or further assistance, he is welcome to contact our office directly. As he is our customer, we encourage him to reach out rather than having you handle the matter on his behalf.
Customer Answer
Date: 03/27/2025

Complaint: 22963782

I am rejecting this response because: It is simply NOT true!

Sincerely,

***** *****
Initial Complaint
Date:02/11/2025
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.
Hired Allegiance Moving and Storage to move my son from *********** (******) **** area, to ********* ****. This was due to my wife having Stage 4 Renal Cancer so he could spend time with his mother. I was assured by ******* that they were going on their ****** move and they had moved a lot of Military Personnel. We were given an estimate of $2,405.00 total for the move. I understand that an estimate is just that, an estimate, however our final Amount was double the estimate between the money we paid Allegiance and the company they hired. The movers didnt show on the date given and we were told they would be there the next day. Schedules were moved around again and we were told that the movers would be in ********* the next day at 0700. At 0915 ONE mover showed up with the truck with no help. I had stated to ******* that I needed two hip replacements and COULDNT help. I stated I didnt want my son to help, hence the reason for hiring movers, to avoid him possibly being injured, and being responsible for damages to walls or broken items. After sitting in the truck for awhile the driver started unloading items into our garage by himself. I had told ******* that a full size couch needed to be taken into the house and a computer desk taken upstairs that were going to be impossible to be done by one person. My son had to help despite the reason we hired movers in the first place because no other movers showed up. My son helped carry the couch in and helped carry the computer desk upstairs. When I called ******* at Allegiance she proceeded to tell me that due to the area that they had a harder time getting movers to the area. Allegiance had known since 01/29/25 when I put down a deposit of $1500.00 the area the move was going to and we were charged accordingly. We feel it is only fair that since my son had to assist despite what we were charged that some compensation be given. With the level of professional or lack of, we would be remiss to recommend this company.
Business Response
Date: 02/13/2025
We appreciate your feedback and the opportunity to address your concerns regarding your move. Our goal is always to provide accurate estimates and a seamless moving experience, and we regret that your experience did not meet your expectations.
Regarding the pricing, our estimates are based on the inventory list provided by our customers. We rely on the accuracy of this information to determine the correct volume and cost. In your case, it appears that additional items needed to be moved, which led to an increase in the final price. Our rate of $2.75 per cubic foot is extremely competitive, and we take extra measures to help prevent pricing discrepancies. However, the final cost ultimately depends on the actual inventory provided at pickup.
As for scheduling, we always provide a two-day pickup window. Due to extreme snow and ice storms, there were unavoidable delays to ensure the safety of our drivers and crew. We understand that this may have been inconvenient, but safety is always our top priority. The crew was ready to pick up your items on the scheduled day, but at your request, they waited until the next morning. Unfortunately, this delay affected the driver's schedule for subsequent pickups.
Regarding your delivery, we acknowledge that there were challenges due to weather conditions and last-minute changes to your original plan. Initially, you requested that all items be placed in the garage, but upon delivery, you asked for a sofa and a pressed wood desk to be carried upstairs. The hallway was not wide enough to accommodate the desk, and as a courtesy, the ******* disassembled it at no additional cost, even though such items are not typically meant to be taken apart. Additionally, your request to move the sofa through the back of the house was complicated by uncleared snow and ice. Despite this, the ******* accommodated your request without charging a long carry fee. We also appreciate your sons assistance in handling these items.
We strive to provide excellent service and accommodate last-minute changes whenever possible. Our team went above and beyond to meet your needs despite the challenges posed by severe weather and unforeseen adjustments. It is unfortunate that you feel dissatisfied, but we assure you that our crew worked diligently to complete your move professionally and safely.
We sincerely wish you and your family the best and hope that you are able to spend quality time together. If there is anything else we can do to assist you, please feel free to reach out.
Customer Answer
Date: 02/13/2025

Complaint: 22926567

I am rejecting this response because:
The statement that we requested the delay was not accurate. We were also told the drivers had to sleep and couldnt drive straight through. Had the movers shown up at the agreed upon time it wouldnt have been necessary for them to arrive in *********(a four hour drive) at 0100hrs. in the morning, which Im sure our neighbors wouldnt appreciate. We also have a small child that has to get up for school in the morning. We have never heard of a legitimate moving company doing any moving at 0100hrs.. The statement that we wanted all items put into the garage is completely false as I told ******* went I put the downpayment of $1500.00 down that the couch would be going into the living room by the garage and the computer desk upstairs. All other items were to be put into the garage. As to the snow and ice, what little there was promptly shoveled by my son prior to anything being brought in the back door. Apparent the sole mover ****** has a problem with telling truth and is attempting to put his company in a false, but better light. The fact that only one mover showed up gave my son very little choice in helping if we wanted the items in the house. To have the those items carried in is EXACTLY why we hired a moving company to begin with. Also the costs were anything but transparent as we were charged a total of FOUR times including the deposit. Had we known how this company operates,THERE IS NO WAY WE WOULD HAVE HIRED THEM! The attempts to blame the weather are ridiculous as this is typical weather for Northeast **** and they knew this when we hired them. There was no storm on either end of the move. To make matters worse ****** left his clipboard at our residence and called my sons cell phone trying to get him to bring it to *********, which is an hour and ten minutes away. My son is needed at our residence as my wife has Stage 4 Renal Cancer and is in very poor health. I am in need of two hip replacements and also in poor health. Rather than helping us, this experience has contributed to our misery. It should be noted that prior to filing this complaint I attempted to call twice and speak to a Manager or Supervisor and was told they were all in a meeting. I was told to expect a call within the hour. I have yet to receive a call. Again, not the actions of a legitimate, responsible company. We feel that because of the above a legitimate, responsible and decent company would offer at least a partial refund!

Sincerely,

**** *****
Business Response
Date: 02/13/2025
I appreciate the opportunity to address your concerns regarding your move.
First, I want to clarify that ****** was scheduled to arrive for pickup at 7:00 PM on the agreed-upon day. However, you personally called me and requested that the pickup be postponed until the following morning. I took that call directly and accommodated your request.
Additionally, when booking your move, you informed me that this would be a simple job because all of your items were to be placed in the garage. Based on this information, we estimated the required space and time needed accordingly.
Regarding the delivery, ****** had a second mover scheduled, but unfortunately, his helper did not arrive as planned. He communicated this to you and explained that he had not been able to reach his assistant. Your son voluntarily offered to help with the sofahad you called, I would have advised against assisting and recommended waiting for the other crew member to arrive.
Throughout this process, every time you called, we made every effort to accommodate your concerns. However, your communications were often delivered in an urgent and demanding tone, which we worked diligently to navigate professionally.
Lastly, I understand that winter conditions can be frustrating, but weather delays and challenges due to snow and ice were widespread across the Midwest and Northern U.S. during this time. Per your contract, you were responsible for ensuring clear and accessible pathways for the movers. Despite the conditions, ****** still proceeded with moving your couch through the back door, taking on the risk to ensure your belongings were delivered as requested.
You have also repeatedly mentioned the health conditions of your family. While we are truly saddened to hear this and sincerely wish your family the best, this is not a valid reason for a refund. Our services were provided as agreed, and while we regret that your experience did not meet your expectations, we believe our team acted in good faith to provide the best service possible under the circumstances.
Additionally, you did speak with a manager multiple times. ******* is, in fact, a manager, and you spoke with her on multiple occasions regarding your concerns.
Customer Answer
Date: 02/14/2025

Complaint: 22926567

I am rejecting this response
At no time did ******* EVER identify herself as anything other than customer service. When I called to inquire about help for ****** I was told by ******* that since we were in a rural area that the shuttle probably wouldnt be coming to give ****** any help. I explained that wasnt really our problem since we had paid thousands of dollars for this move and the company had known exactly where are residence was. How long were we supposed to wait for the shuttle that ******* said was more than likely not coming. It shouldnt be too much to ask to have proper manpower at the unloading point. As to my son helping, what choice did he have? Let his expensive items sit outside the back door until a shuttle may or may not of shown up. These are basic things a legitimate responsible company handles after being paid thousands of dollars. As to our families health situation I am trying to illustrate WHY we hired a moving company to begin with and spending money we had to ****** to make it happen. For the FINAL TIME, THERE WAS NO SNOW OR ICE IN NELSONS PATH AFTER MY SON SHOVELED WHAT LITTLE THERE WAS. It is very apparent that ****** is trying to take the attention off of these issues and making himself the hero by trying to bring up a non-existent hazard. We did everything possible to assist him! The driveway was completely cleared of snow, ice, and vehicles all the way up to the garage. What little snow and ice was completely removed from his path going to the back door, which by the way was a lot easier than trying to bring items from the garage. I have yet to be told why a Manager or Supervisor, *******, anybody would call me back after the move! Not until I filed this complaint did we have ANY contact from the company. When you pay for a SERVICE, you should get the ENTIRE SERVICE or you should be entitled to a partial refund! To say that we said there were only a few things to go into the garage is completely false as we said from Day 1 the couch was coming inside and the computer desk was going upstairs in my sons office so that he could continue to work at his job, remotely! This and to be with his mother IS THE REASON we hired a moving company. To claim anything else is completely false and an attempt to take the attention of the fact that the company failed to have adequate help (But Charged Handsomely For It) at the point of final destination. The company knew all along where the move was going to and failed to have adequate manpower without my sons help. To say that I would have been advised to wait makes no sense after ******* told me that it was more than likely not coming BECAUSE OF THE ***** What is NOT IN DISPUTE in this matter is the following: The company knew all along where the move was going to and FAILED to have adequate manpower to handle it, without my sons help. This IS NOT what we paid for. As for me requesting a delay for the next day, THIS WAS TOO AVOID DISTURBING MY NEIGHBORS AND SMALL CHILD FROM A 0130hrs. Or LATER UNLOAD. I was also told that it would have probably been later because the drivers need to sleep. Had they started earlier in the day it would have been entirely possible to complete the entire move and four hour drive in one day. IF there was sufficient manpower. My son waited all morning and most of the afternoon for anyone to show up at his apartment. Had we known ANY of this we would not have hired this company!

Sincerely,

**** *****
Initial Complaint
Date:02/04/2025
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 spoke an agent for ALLEGIANCE MOVING AND STORAGE LLC ******* ***** whom agreed to arrange services and that he would be my point of contact for all services rendered and if I needed to make any changes. A few days passed and I called Mr. ***** to cancel as didnt need service any longer it was met with no call back this was done multiple times. I texted Mr. ***** on his cell phone provided, he indicated he would have someone call me which was never done after several more times of trying to reach Mr. ***** all my calls went to voice mail and never returned. I was then called today threatened by someone else for the company it was my job to follow different instructions then an agent for their company and when they requested I send an email they provided me an incorrect emails via text twice preventing me from following their steps and refusing to refund the service.
Customer Answer
Date: 02/04/2025
I tried to cancel service on 1/15 as well as message their associate that told me to contact him directly. I called, texted, emailed the point of contact as any reasonable consumer would do. Associate who told me to work with him only was ******* Scott
Customer Answer
Date: 02/04/2025
I tried to cancel service on 1/15 as well as message their associate that told me to contact him directly. I called, texted, emailed the point of contact as any reasonable consumer would do. Associate who told me to work with him only was ******* Scott
Business Response
Date: 02/12/2025
****** signed our service agreement on January 1, 2025. As per our terms and conditions, in order to be eligible for a refund, proper cancellation procedures must be followed within the specified time frame. Unfortunately, as this protocol was not followed, we are unable to process a refund for the service, cancel, reschedule, or reassign your assigned truck and moving crew reserved for your move. Because of the location in which the truck and movers were set to drive from and hotels reserved for the movers based on the customers move date request. The customer is not due a refund. ****** wished to cancel less than 7 days of his requested move date window. Not only is this outside the terms and conditions for a customer to be given a refund, but also not within 3 days of signing the original Bill of Lading on the day that the services were booked. By ****** not following our cancellation terms and conditions, it has caused Allegiance additional scheduling issues for other customers. The deposit amount is non refundable per our terms. The customer was offered a partial refund of $500.00 as a courtesy but the customer refused the offer. Please see our cancellation terms below.

CANCELATION OF SERVICES:
I agree to the Allegiance Moving and Storage LLC cancellation policy, as well, which reads: "Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3 day window immediately after Bill of Lading is signed subject to 49 CFR 375.505(h). After this 3 day window, cancellation requests will receive a 50% refund up until 7 days prior to the first listed date for pickup. All cancellation requests must be submitted via email to ******************************** An estimate/order may not be canceled after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. Moving services may not begin until the contract for service (Bill of Lading) is signed by the customer authorizing the mover to begin services. Services may not be canceled after the customers property has been loaded on the truck. All non-refundable deposits can be utilized towards a future reservation within a 12 month period from the date of the original reservation. Allegiance Moving and Storage reserves the right to refund deposits additionally and outside of the aforementioned timeframe at its sole discretion.
Business Response
Date: 02/12/2025
****** signed our service agreement on January 1, 2025. As per our terms and conditions, in order to be eligible for a refund, proper cancellation procedures must be followed within the specified time frame. Unfortunately, as this protocol was not followed, we are unable to process a refund for the service, cancel, reschedule, or reassign your assigned truck and moving crew reserved for your move. Because of the location in which the truck and movers were set to drive from and hotels reserved for the movers based on the customers move date request. The customer is not due a refund. ****** wished to cancel less than 7 days of his requested move date window. Not only is this outside the terms and conditions for a customer to be given a refund, but also not within 3 days of signing the original Bill of Lading on the day that the services were booked. By ****** not following our cancellation terms and conditions, it has caused Allegiance additional scheduling issues for other customers. The deposit amount is non refundable per our terms. The customer was offered a partial refund of $500.00 as a courtesy but the customer refused the offer. Please see our cancellation terms below.

CANCELATION OF SERVICES:
I agree to the Allegiance Moving and Storage LLC cancellation policy, as well, which reads: "Estimates may be canceled penalty free and deposits are fully refundable only if the customer cancels the move in writing during the 3 day window immediately after Bill of Lading is signed subject to 49 CFR 375.505(h). After this 3 day window, cancellation requests will receive a 50% refund up until 7 days prior to the first listed date for pickup. All cancellation requests must be submitted via email to ******************************** An estimate/order may not be canceled after the mover has begun the physical moving services, including but not limited to: packing, loading, storage, transportation to and from the pick-up or delivery address, etc. Moving services may not begin until the contract for service (Bill of Lading) is signed by the customer authorizing the mover to begin services. Services may not be canceled after the customers property has been loaded on the truck. All non-refundable deposits can be utilized towards a future reservation within a 12 month period from the date of the original reservation. Allegiance Moving and Storage reserves the right to refund deposits additionally and outside of the aforementioned timeframe at its sole discretion.
Customer Answer
Date: 02/13/2025

Complaint: 22898836

I am rejecting this response because:
I emailed and provided *** ***** who said he was my point of contact for Al everything and will accept what was verbally promised to me of a 75% refund as I provide him text and emails prior to the 7 days and nearly three-four weeks prior to the scheduled date. Nor was I ever offered a $500 reimbursement.

Sincerely,

****** ******
Business Response
Date: 02/17/2025
Thank you for sharing your feedback. I want to address your concerns thoroughly and clarify some important details regarding the situation.
Firstly, ******* ***** is your primary point of contact for the front-end coordination of your move. However, as with all companies, different departments handle different aspects of the service, and cancellations are managed through our main line as outlined in the cancellation policy provided to you. Unfortunately, contacting ****** desk phone was not in line with our formal cancellation procedure, and we did not receive a request through the proper channels.
Regarding the $500 refund, I personally discussed this option with you. I offered to return $500 to you and even allowed you to keep the remaining deposit on hold for a future local move and you rejected this option, stating it was not acceptable. Also, **** never stated that you would receive 75% back as he has no authority say that or even suggest that, and that claim is inaccurate. We do our best to ensure clarity and fairness in these matters, and we have communicated openly with you throughout the process.
In terms of policy, just as with return policies at places like ******* or any other organization, we expect our customers to follow the terms outlined in the agreement. When these policies arent followed, its similar to how companies and organizations enforce their guidelines. We have adhered to the company policy in this case and tried to work with you to find a satisfactory resolution. This policy is not just in one place on your estimate, it is throughout and easy to find, unlike the tiny print on a receipt you receive from a store. I am sorry you disagree with our cancelation policy but we stand firm on this policy and as you rejected our initial offer, we will still hold your deposit to use for a future move.
I also want to address the issue with the email address. While there was an error with one letter in the text message I initially sent, I corrected that quickly, and the correct contact information is clearly outlined in the agreement, which you had the opportunity to review at your convenience. This is neither here nor there because you were beyond your cancelation window for a refund at that point anyhow. I just wanted you to send your cancelation over so I could let Dispatch know.
We understand that you disagree with our policies, and I truly regret that this situation has led to frustration. However, we will continue to honor our agreement and policies, allowing you to use your deposit for a future move, including local moves, as originally offered. We are committed to working within the boundaries of our company policies while still trying to offer solutions that work for you.
Thank you for your understanding and please give us a call if you want to utilize your deposit for a move in the future.
Customer Answer
Date: 02/18/2025

Complaint: 22898836

I am rejecting this response because: Response to Your Clarification on Deceptive Practices

Thank you for your detailed response regarding my concerns. However, I feel compelled to express my disappointment and frustration with the situation, as it has significantly impacted my experience with your company.

While I appreciate that ******* ***** is my primary point of contact, I believe that the communication regarding the cancellation process was misleading. It was my understanding that **** had the authority to assist with cancellation requests as detailed by him, and I acted in good faith by reaching out to him. The fact that my request was not processed through what you deem the "formal channels" has left me feeling unsupported and misinformed.

Regarding the $500 refund, I must clarify that my rejection of the offer was based on the understanding that the amount I was entitled to was not adequately explained to me. If **** communicated something different regarding the potential for a 75% refund, then that inconsistency has further compounded my frustration. I am requesting that you honor the 75% refund that was promised to me by your agent, ******* *****.

I acknowledge your point about adhering to company policies; however, it is crucial that these policies are communicated clearly and transparently. The comparison to return policies at retail stores does not resonate with me, as moving services are significantly more complex and often involve a higher level of trust and expectation for clear communication.

Additionally, the issue with the email address should not have occurred in the first place. While I appreciate the correction, the initial error caused unnecessary confusion and delays in my communication with your team.

While I understand that you are firm on your policies, I believe that a more flexible approach, especially in light of the miscommunication and lack of clarity, would be appropriate in this case. I would appreciate a reconsideration of the situation, as my experience has left me feeling undervalued as a customer.

Thank you for your attention to this matter. I hope we can come to a resolution that acknowledges the impact of these deceptive practices and honors the 75% refund that was promised to me.

****** ******
Customer Answer
Date: 02/19/2025
They did not answer the complaint they are ignoring the fact that an agent for their company engaged in false and deceptive business practices and are not being held accountable to ethical standards. The request for reimbursement should be honored due to promises made at the time of sale under false promises and is fraud.
Business Response
Date: 02/19/2025
I understand your concerns and appreciate you reaching out. I want to clarify that our company has specific policies in place regarding cancellations and refunds, which are clearly outlined in the documents you signed at the time of booking.
As per our policy, you had 72 hours from signing to cancel with a full refund. After that period, the refund amount is 50% up until the original scheduled pickup date. Additionally, all cancellations must be submitted via email to ******************************** which was received within the timeframe for any eligible refund.
While we are honoring our cancellation policy, we are also providing additional flexibility by allowing you to put your move on hold for up to one year at the same price per cubic foot. After that, if you choose to rebook, your move will be priced according to the rates at that time. Furthermore, we are going above and beyond by offering you the option to apply your deposit toward any future move within the *********** claim that you were promised a 75% refund is incorrect, as that was never stated in our policies or agreements. Our terms are clearly outlined in the documents you signed. We encourage all customers to thoroughly review their contracts to ensure full understanding of their rights and obligations.
If you have any further questions or would like to proceed with rescheduling your move, please feel free to contact us. We are here to assist you.
Customer Answer
Date: 02/20/2025
Based on their last response the original pick up date was 2/8 and were told to cancel again on 2/4 4 days prior to the pick up. If they are willing to reimburse 50% and an apology letter for the deceptive business practices by their associate and removal of them from using their personal cell phones for business purposes that prevent the future customers from being deceived I will accept that.
Initial Complaint
Date:12/03/2024
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.
Received an estimate in quote for $1900 from this moving company.Went item by item with ******* over the phone and he assured me the cost was accurate.Went multiple weeks without any updates. After calling ******* multiple times to no avail, I call the main line and was able to finally get a date confirmed for the move and that they will be picking up.I only booked this mover because ******* verbally stated that he and his crew would be picking up on the timeframe they give for pick ****** of the move, a third party contractor arrives (********************). They adjusted my cost from $1900 to $4581 for the move! Asking how the variance could be so huge, I get the response of its just an estimate. I get its an estimate, but when it comes to calling a licensed professional, one would hope the estimate would be within the ballpark of being at least 85% accurate. Us having to pay almost 2 and a half times the original estimate is ************ my opinion licensed professionals in their field should not provide such wildly inaccurate estimates. I have left multiple messages for ******* on both of his lines, but I have yet to get a call back.Ive never met a company who fails at the basic form of communication. I write this complaint primarily due to the inconsistent communication and lack of transparency, and accuracy of this move.
Business Response
Date: 12/06/2024
We sincerely apologize that you did not receive a response from ****. Please note that we have various departments handling different aspects of the move, including customer service. Weve already requested your paperwork from the carrier and will review it shortly.
Additionally, our team informed us that the ******* was unable to answer your calls due to the late hours you were calling. They are unavailable after business hours, but we kindly ask you to reach out during regular hours or contact our office directly at ************, option 1, so we can assist you more effectively.
Thank you for your understanding.

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Allegiance Moving and Storage LLC is NOT a BBB Accredited Business.