Complaints

This profile includes complaints for Allied Van Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Allied Van Lines, Inc.

  PO Box 988 Fort Wayne, IN 46801-0988

  
• 

  Allied Van Lines, Inc.

  1665 Main St Buffalo, NY 14209-1304

• 

  Allied Van Lines, Inc.

  2900 Tuxedo Ave West Palm Beach, FL 33405

• 

  Allied Van Lines, Inc.

  700 Oakmont Lane Westmont, IL 60559

  
• 

  Allied Van Lines, Inc.

  1 Parkview Plz Oakbrook Terrace, IL 60181-4400

  

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:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired allied to move me from one state to another. At first my original moving day did not go well because the person before me took my space. A second truck was ordered. First truck arrived when it said it would. Second truck took forever to track down. My storage unit was stacked in what seemed like 30 minutes and it was done in the unsafest way possible. My brand new items were damaged from being stacked. Obviously I cant see everything as 3 people are going high speed vs just me. I couldnt even look in my storage unit because I would have died with how unprofessionally this was done. Allied takes 0 responsibility of course, the greedy company they are. Everyone stay away. There is absolutely 0 accountability. I cannot express the disgust I feel for people that work like this. No ethics what so ever. Literally my nursery items which were brand new, look raggedy. This has nothing to do with how the items were transported, its about the unprofessional second help they hired to stack my storage unit and them not taking any responsibility. I even had to argue with the second truck to at least take down one of the really heavy solid wood sideboard off of my daughters little changing table. All my boxes were squished because they were stacked below heavy plastic bins. I mean its all common sense that this company lacks. They should have put the heavy furniture down first and then boxes over it..

  

  Business Response

  Date: 12/10/2024

  We are very sorry for all the frustration and inconvenience the claimant has experienced with the relocation.

  It is unfortunate when there is an overflow due to a previous shipment exceeding their estimated weight but unfortunately it happens and this situation is not anticipated nor wanted by any party.

  When items deliver into a self-storage facility they need to be stacked in order for the goods to fit in the units. 

  Actually it is much more common to have plastic totes damaged from stacking items on top of them as it typically cracks the lids and therefore items are typically not stacked on plastic bins.

  Unfortunately we are unable to honor any request for a refund of charges as this is against Federal Regulation.

  Again, we are very sorry for the experience as the customer describes.

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  
  Funny response. I am not an idiot and understand things need to be stacked to fit the storage unit. Im not talking about my plastic bins Im talking about my brand new furniture and nursery furniture which is not made out of plastic. There was no need to stack my extremely heavy wood items on top of my fragile nursery furniture. I mean who does that..? No thought went into this at all other than lets get this done in *********************************** there. Doesnt matter how, or if its safe at all. Our job is just to empty the truck. What a horrible way to operate someones goods it should matter how my things are being placed inside the storage unit. And your company is responsible for this. Maybe you should stop outsourcing your helpers and actually hire reputable people 

  

  Business Response

  Date: 12/11/2024

  Again, our apologies for all the frustration and inconvenience.

  Thank you for the feedback as we will pass it along to all involved in the relocation in an effort to avoid this in the future.

  We wish the customer well in their new location.

  Customer Answer

  Date: 12/15/2024

   I am rejecting this response because:
  
  Still not taking accountability on what happened to my stuff. *************. Id suggest everyone stay away. 

• Initial Complaint

  Date:11/20/2024

  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.

  I am 71 year old with a small move to kitchener ******* ******. I had the most stressful and horrible experience. I have outlined in the email attached to this complaint

  

  Business Response

  Date: 11/20/2024

  We are very sorry for all the frustration and inconvenience the claimant is/has experienced.

  It is unfortunate that your move did not go as well as it should have and for that we are truly sorry.

  It looks as though the claim has been reviewed and a payment is on the way.

  We do hope the claimant is getting comfortably settled in their new location.

  Customer Answer

  Date: 11/20/2024

  The claim I am receiving is for damages to the home I have not been compensated for the 8 hours of driving and cost, never mind the stress.
  
  
  

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completed request for a quote for 2 bedroom townhouse. Was sent a quote for 2000 lbs which should have been ********* lbs. The company under quotes the weight so customers think their rates are better than competitors. Second issue is, despite sending multiple requests for them to stop calling me, I've been getting automated phone calls at least once daily for the past 2 weeks. They won't stop calling despite my requests from them to do so. Despite blocking their number, they still flood my voicemail inbox.

  

  Business Response

  Date: 11/05/2024

  We are very sorry for the claimant's negative experience.

  There should be an option to opt out of the calls when listening to the entire message.

  Again, we sincerely apologize for any inconvenience this has caused.

  Customer Answer

  Date: 11/05/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Similar to other complaints Allied lost 2 of my boxes. After 4 months of only responding when I contacted I found out, by calling once again, that my claim was denied and oops they forgot to send the denial. They said it was up to me to ensure all 200+ items/boxes were accounted for. I was told before I signed an agreement with them that they accounted for every item going into the truck and every item going out. Clearly, that did not happen. I have the paperwork where everything was recorded going into the van but there was no check off done by the company to ensure all items were accounted for coming out. How is a customer expected to know what the packed and delivered when they rush through the unpacking and stand there demanding signature before they leave? Interesting that there were several items delivered to my house that did not belong to me, I called them several times and they never did anything to retrieve them. Items do get misdelivered when they move multiple households in one van, that should be their responsibility after the customer has paid thousands of dollars to a company that promised they would protect and deliver your possessions. This, of course, is after they charged an additional fee for insurance so that a customer is protected in case of their incompetence. When their only response is it is your responsibility to make sure we do the job that you paid us to do it is clear that they do not honor their word. Moving is stressful enough, expecting customers to ensure you do your job in all of that chaos is ridiculous. Just another business that denies and stonewalls until you go away. I originally chose another company and they called me and convinced me that they would handle everything including ensuring my items were delivered, just another business that gets paid upfront and has no accountability on the back end. There is no reason for them to change their deceptive business practices when they have no accountability.

  

  Business Response

  Date: 10/15/2024

  We are very sorry for the frustration and inconvenience the claim settlement has caused the Claimant.

  The Claimant's household goods delivered in May of 2024. At the time of delivery a customer check-off sheet was completed and all items that were tendered to the carrier checked off at the time of delivery. The document is checked that everything was received and the document is signed.

  The Your Rights and Responsibilities When You Move document stresses that it is the customer's responsibility to check their shipment at the time of delivery to ensure all items were received. This document also stresses the importance of not signing the paperwork until they are assured they have received their items. This does not entail going through each carton but checking to ensure all numbered items/cartons are checked as items would not escape the cartons during transport.

  I sincerely apologize that the customer had to make contact numerous times to get the result of the carrier's findings. The adjuster did send a letter dated 9/11/24 with the findings.

   

  Customer Answer

  Date: 10/16/2024

   I am rejecting this response because: I am rejecting this response because: The items that are missing were never checked off by Allied as per their response -  "At the time of delivery a customer check-off sheet was completed and all items that were tendered to the carrier checked off at the time of delivery". Prior to signing the contract I was told that the check off list was created at my old address and all items would be checked off at new address. That did not occur as seen in attachment. The only thing provided on my receipt were the items recorded on the old address. It would have been impossible for them to do any accounting at my new address as they were only at my new location for a few hours and the entire time they were unloading, no paperwork was checked, that occurred in the 5 minutes after they were done unloading and before they left. If, as the claims department stated, it was my responsibility to do the check off then I would have needed the 4 delivery people to stay until I went through well over 200 items (furniture and boxes). That would have taken a lot more time and probably would have cost the company more than my minimal claim. It appears Allied's policy is to deny, deny, deny until the customer gives up. Very poor if not unethical business practices. I am only asking Allied to do the right thing as they promised and compensate for the lost items as they did not do the check off.
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/17/2024

  Again, it is not the responsibility of the Carrier, but the responsibility of the customer to check their shipment. It is not required to go through every box but to ensure all boxes that were tendered to the carrier check off at delivery. Items would not escape the boxes in transit.

  All items tendered to the carrier checked off at delivery and were signed for.

  The position of the claim stands and we are very sorry that there is nothing that can change through this BBB site.

  We are sorry for all the frustration.

  Customer Answer

  Date: 10/17/2024

   I am rejecting this response because:
  
  Once again the carrier did not provide check off until 2 days after demanding sign off. The check off list was not provided at delivery instead was emailed 2 days later. Claiming no responsibility for a delivery you were paid for is unethical and a poor business practice. Take some responsibility!
  
  
  

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  move dates: 4/3/24-7/10/24 I paid $1400 for FULL insurance coverage up to $125,000 My item was damaged while in possession/storage of the carrier I have pictures, emails from experts in the field and the store where I purchased the item confirming the damage.I have proof of the damage, proof that it cannot be repaired, proof that it needs to be replaced and admittance of fault by the carrier by already paying me the cost I paid for the item.The insurance I purchased CLEARLY states if the item cannot be repaired it is to be replaced. The carrier only reimbursed me for the cost I paid. The cost to replace today is almost $47,000. I am still due $29,100. Their reason for not honoring what the insurance policy states is because "it is too excessive and unwarranted." The cost to replace is clearly noted as almost $47,000 on the website. I asked to go to arbitration but they declined. Now I am forced to file a lawsuit. What kind of business is this? Have me pay for FULL coverage but only cover the cost I paid instead of FULL cost to replace like the insurance policy states?

  

  Business Response

  Date: 10/10/2024

  Our sincere apologies for all the frustration and inconvenience this damage claim has caused the Claimant.

  The Carrier does not sell insurance, nor is there a policy that guarantees coverage. The Carrier sells valuation coverage which is coverage for proven loss and damage. In this instance the 14 year old rug was in possession of the carrier for a very limited time and this cannot be determined that any moth damage occurred while in possession of the Carrier. The Carrier did authorize a cleaning of the rug for the soilage.

  Again, we are very sorry for the frustration regarding the claim settlement.

  Customer Answer

  Date: 10/10/2024

  I listed my rug on the expensive items list. I said the cost to replace it was over $40,000. The carrier chose to ignore this by not inspecting the rug first and then NOT wrapping it knowing it was going into a NON climate controlled storage for an extended period of time. The rug stayed in a NON climate controlled storage for 3 months. That's plenty of time for moths to lay their eggs, their eggs hatch, and then their larvae eat through the rug. There are plenty of articles/studies confirming this on the internet. The policy CLEARLY states that if the item cannot be repaired then the carrier is to provide FULL REPLACEMENT VALUE PROTECTION as long as the item was listed ahead of time on the high value items list. The carrier crated a painting that was on the list. So why wouldn't the carrier offer to wrap the rug when it was clearly listed on the high value list? The policy CLEARLY states the carrier needs to pay for the cost to REPLACE the item. That cost is much higher than what I paid. The carrier is admitting fault but refuses to follow what the FULL REPLACEMENT VALUE PROTECTION plan clearly states. Finally, the carrier says the moth damage could have been there before and that there is no evidence it occurred in possession of the carrier/in storage. This is also false and impossible because I had a cleaning person come to my home (which is climate controlled), vacuum and clean the rug twice a week. This means it is literally impossible for moths to have time to lay their eggs, for their eggs to hatch and their larvae eat the rug when the rug is being cleaned twice a week. I have the receipts for these bi-weekly cleanings as well. I ask that the carrier honor the FULL REPLACEMENT VALUE PROTECTION PLAN, that they assume responsibility for the damage done to my rug after I have proved the only place this damage could have occurred was while in the carrier's possession in a NON climate controlled storage.

   

  
  

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because: I wanted to add the following. The carrier's response doesn't address the issue at hand. I paid for FULL VALUE REPLACEMENT PROTECTION. This means I am to be reimbursed the FULL VALUE to replace the item today, not 14 years ago. The carrier only paid me the cost I paid for the item. They are admitting fault by doing this but are not honoring what the FULL VALUE REPLACEMENT PROTECTION PLAN I purchased states. I am still owed $29,100. If the carrier doesn't honor what is clearly stated in the FULL VALUE REPLACEMENT PROTECTION PLAN then I have no choice than to file a lawsuit against the carrier. I asked for arbitration but they declined. I'm trying to resolve this amicably but they are not cooperating.
  
  
  

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 4 items damaged during my move. TV, dining chair, trash can, clothes dryer. I sent pictures of the items and discarded the items after I sent them. Allied wanted the numbers from the red tags, but they had been in boxes and those boxes were gone. Then they wanted new pictures, but I had already discarded the items. The main issue though, is that I paid based on an estimate of ****** pounds. My contract stated that it would be adjusted down if I did not have that much weight. The final weigh in came in at ****** pounds. They have yet to send me a refund for the additional monies I have spent. They said it was being audited, but that was over three months now.

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First signed a contract of $3,900 to move from my apartment to a house in ******* and we selected dates that would match my closing date on the house. I could not move my stuff directly I chose to have my items stored in a warehouse-an extra cost. A few weeks after signing my contract I found out my closing date on my house changed so I called to see if I could change the moving dates too. They made me sign a new contract, and the price had changed by another $1,000 to now $4,900 (red flag #1). When my shipment finally did arrive at my new house all boxes were smashed, warped, and damaged. I purchased brand new boxes from ********** to pack up for my move and there was no way that they should have looked they did upon arrival. I also had a missing item, multiple damaged items in and outside of the boxes, and significant water damage on my bed (RF#2). The driver had me fill out paperwork to note all the damage and missing item and told me that with the "insurance" I purchase on my load that it would be no problem filing with the claims department in the next few days. He also told me that If I unpacked my boxes in the time of the unload he would dispose of them for me (in hind-site I see he was trying to hide the damage done). After the move I had to call my moving coordinator multiple times just to get access to the online portal to file the claim, many of these phone calls consisted of her complaining of other employees (I heard her yelling at one) and customers (RF#3). I filed my claim at the beginning of July and finally received word back middle of September (RF #4) where I was told my claim was not valid due to no paperwork being filed from the driver to document the damage. At this point I want reimbursement for the move which would also cover the damage and missing items (I sent in picture evidence to the claims department). I also was informed that the extra "valuation" doesn't give me anything - so allied is in the business of selling fraud insurance?

  

  Business Response

  Date: 09/18/2024

  We are sorry to learn of the customer's issues.  We are not finding a shipment registered under that name.  If the customer would provide their registration number and the name of the agency with whom they set up their move, we will research their concerns for them.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company Allied Van Lines (along with the broker ****** Allied) has lost about $3625 worth of items on the move, what I estimate to be in about 2 moving boxes and possible lose items. I have contacted the moving company, but they have denied the entire claim. At the origin city, the boxes were packed by the moving company, and it was loaded onto a semi truck with 2 other shipments (as told by the driver.) At the destination, what arrived was a much smaller truck, because the driver said the bigger truck would not have fit into our street, so they had to move all of our items into the smaller truck. On the day of unloading, there were 2 movers plus the driver. I was given a check off sheet, and was told to check off the box numbers as they were yelled out by the movers. (I did not get to see most of the box numbers because they were verbally communicated to me by the movers.) Towards the end of the move, I noticed two large boxes that looked different from the other boxes, and uppon closer inspection at the items listed on the box, I realized those boxes did not belong to us, so I brought this up to the driver, and they brought it back out. However, at this point, I had already checked off those box numbers, and due to the chaos of the day and the heat, I forgot to uncheck those boxes before they took them back. At he the end of unloading, the driver asked me to sign the form that confirms everything was delivered based on the checkboxes. I brouught up the concern about the two boxes from earlier, and how we were still missing those two box numbers. However, he reassured us that everything was delivered, and those two box numbers never existed for our move. And he also reassured us that even after we sign the form, we can always file a claim after if there are missing items. I had no reason not to believe him, and felt the pressure to sign the form there, and deal with potential missing items after.

  

  Business Response

  Date: 09/19/2024

  We are very sorry for the frustration the claimant is experiencing with the claim settlement.

  The claims staff will be directed to look into this and check with the parties involved to see if any new information can be provided.

  Unfortunately, with all items checked off and the paperwork all signed as all received that is reason for denial as it is up to the customer to complete this process accurately.

  Again, the claims staff will check into this and if any changes can be made they will get in touch with the claimant.

   

  Customer Answer

  Date: 09/19/2024

   I am rejecting this response because:
  
  As I have previous mentioned, we were misled to sign the checklist at the end of the move by the driver, even after bringing up the concern about the potential missing boxes. The driver told us that those boxes were never packed, and that we should sign the paper. He told us that we can always make a claim after we unpack if we have missing items. 

  

  Business Response

  Date: 09/20/2024

  Unfortunately, this cannot be resolved through the BBB website.

  The claimant is welcome to ask for the claims team for a review of the denial and provide any information/substantiation that may change the position of the case.

  In reaching out, the driver had a different story and with this being a "he say" "she say" situation we must revert to paperwork which is all signed as all goods being received.

  We apologize for the frustration and any inconvenience this has caused.

  Customer Answer

  Date: 09/20/2024

   I am rejecting this response because:
  
  There's no further information other than the fact that we had these items before the move and now they're gone. Has the business tried to reach out tto the owner of the boxes that were moved into our house on the move day? (If we haven't sent back those boxes, those owners would also be missing two boxes).

  If this is the way Allied Van Lines conducts business, then they should allocate time during the unloading process so the clients can unpack every single box to make sure nothing is misisng, and not be misled to sign the paperwork that relieves the company of all responsibility. 

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* moving company through Allied Van Lines packed and moved me on August 27th and 28th. AL-****** is the file number on my move. As there were a few hiccups that arose, I chalked those up to moving as I have done many times, However, there has been fraudulent activity that I have now patiently expressed to both ******* and Allied with no resolution or resolution date. I have expressed this issue with the mover, my moving coordinator, another customer support person at ******* and a customer support person with ********************. All have told me they will look into it. I was charged $624.37 for a shuttle service which is when the movers use a smaller truck to pack your items and then transport the items to a bigger truck before delivery. A different truck was not used, my items were never moved one truck to another and this was verified by my coordinator ******* with the packer/driver himself. I have had to reach out and ask about this a number of times and all I'm told is they're looking into. It has now been over a week and I have no resolution. They are scam artists, they charged me for something that wasn't used - this is fraudulent and I will be disputing the move with my ********** as well. I am writing this review so other movers can know about the fraudulent activity this company partakes in.

  

  Business Response

  Date: 09/05/2024

  We are very sorry for the frustration this is causing the claimant and can assure you there is absolutely no fraudulent activity going on with this situation.

  The shipment just delivered quite recently.  After delivery all paperwork is forwarded to accounting for a final audit of actual charges.  This can take up to 6-9 weeks depending on the circumstances and how quickly the paperwork is forwarded.

  In notes it is confirmed there was no shuttle used and customer service is working toward a refund to the customer. This just takes some time.

  Again, we apologize for all the frustration and any inconvenience this is causing.

  Thank you.

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because: charging someone for something that wasn't used and it was clear it wasn't going to be used since the day of pickup and then telling the customer it can take up to 9 weeks to resolve when there shouldn't have been a charge to begin with sounds extremely fraudulent and shady to me and it would to most consumers that were charged this much for no reason! What exactly would you call that then? I won't resolve this complaint until I receive the funds that were fraudulently charged on my CC. Also, a week after delivery doesn't seem too recent to be concerned about a fraudulent charge if you ask me or any other consumer. Also the 6 to 9 weeks after delivery was never shared with me, I was given the runaround and ignored. 
  
  
  

  

  Business Response

  Date: 09/06/2024

  Again, this refund is in the works. There is nothing that can be accomplished in this BBB site regarding this refund.

  The claimant should keep in contact with customer service if they wish to have specific dates.

  Thanks you and again we are sorry for any inconvenience this may have caused.

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service 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.

  My contract was for July 17, 2024 move w/ ********************************************* Four days prior to move date of 7/17/24, ****@ ****, contacted me and requested a date change. I informed her I was unable to affect such a change. I hired ***************************** ******, I have a written contract with **** moving. They sold my contract to North American, they sold contract to ****** moving company of Indiana. They showed up short staffed with a very small truck. Items had to be left behind. It cost me almost $8400. I have many damages. I moved from ***** to *****. Allied Van Lines left me hanging with zero response or resolution other than claim forms for damaged items which they charged me $700 for the insurance. 7/17/24 two men showed with a 26ft truck and informed me were short staffed and this would be a rough process. I informed ***************************, she assured the drivers are trained for this. She also told me this would take 8 hours. It took 12 hours. My home was a mess and the new owners were coming first thing to obtain the keys and take possession of the home. It was after business hours to contact anyone at Rose ****** and I had to have everything out of the home early the next day. I was in panic mode. I called and arranged for a friend from an hours drive away to come the following morning and remove the excess belongings left behind. I had to be in ** the very next morning to sign legal documents for my rental property. There was not physical time or physical strength or emotional stamina to do anything but give my belongings away. This was a huge financial loss to me. When I spoke with Darraill at Allied Van Lines **************** **********************, he advised me to comprise a list of what I had to leave, but no one has responded. Darraill from corporate informed me once I hired them it wasn't my business who they sent to move me or how many trucks or how long. I am so overwhelmed with this. I need help. Im disabled, 61 & have financial loss.

  Customer Answer

  Date: 09/03/2024

  Billing Adjustment

  

  Business Response

  Date: 09/10/2024

  We are very sorry for the difficulties that the customer has experienced.  **** ****** had planned to load and deliver their shipment, but shortly before the scheduled load date the driver and his truck were in an accident and were unavailable.  That is why the agent asked if an earlier load would be possible - they had a driver who was available then to load but he was unable to wait until the scheduled load date because of prior assigned shipments.  The customer was unable to accept an earlier date for loading.  **** did not "sell" her contract to North American Van Lanes and ******.  Allied and North American are sister companies, and both are planned out of their central operations locations.  The brands cover shipments for each other when necessary.  The truck that was dispatched was the only one that was available at that time.  The customer was not told that it was "none of her business" who was assigned to her shipment, but the terms and conditions on the back of the Bill of Lading, signed by the customer, indicate in Section 2 that the carrier is not bound to transport under any particular means or vehicle.  The crew tried to load everything but the vehicle did not have enough space.  The customer states that a friend loaded the remaining items in their truck, and then she gave them away since no one could load them.  Her items were loaded on a Wednesday, had the customer contacted Rose ****** or ********************** corporate office the next day, arrangements could have been made to obtain the items from the friend and hold them for an over-the-road hauler.  The customer did not call the ******************** corporate office until July 31, a full 2 weeks after the load date.  Allied would have worked with her to find a solution if they had been notified of the issue.  We do apologize that the customer was disappointed with the service that she received.

  Customer Answer

  Date: 09/11/2024

   I am rejecting this response because: I never had contact from Allied, I was only contacted by ******************** I was moving from ** to **. Thats not easy to change in 4 days. I explained the driver took 12 hours to load and Rose ****** was closed when he finished. The moving coordinator from **** facilitated the move from beginning to end. I turned keys over to new home ownership the very next morning & I couldnt wait for Allied. I had to be out & in ** to sign for my home. Allied & Rose messed up period. The Allied *** did tell me it was none of my business how they facilitated my move. I am contacting the President of Allied. Thank you.
  
  
  

  

  Business Response

  Date: 09/12/2024

  We are sorry for the difficulties that the customer experienced.  Rose ****** is an agent of Allied Van Lines.  Since the customer had stated that a friend loaded her items that were left behind, had either Rose ****** or Allied been notified the next day, which was a week day, arrangements could have been made to load the items from that friend and deliver them to the customer.  Unfortunately, we were not given the opportunity to provide that assistance.  Since the customer did not contact the customer service department  for two weeks after load, and after she had given away her items, there was no chance to recover.
  
  If the original driver had been able to load he would have done so; the accident in which he was involved made that impossible.  The agent did all that they could to arrange loading services for the customer.

  Customer Answer

  Date: 09/12/2024

   I am rejecting this response because: I did notify ***************************, the assigned coordinator regarding my circumstances the following day, at that time she made no suggestions. Once I reached ** she offered shipping items which had already been distributed to others. I have email correspondence (several) to prove there was not a two week gap in communication. When **** Moving and Storage promised to update me and then ghosted me, I reached out to the customer service department at **********************. I am formally requesting to speak with the President of Allied Van Lines regarding the situation and the receiving end of customer service and support. This is beyond desirable financial reimbursement, its an integral and human decency issue. This is the 3rd request to speak with the President. Thank you. ****************************************

   
  
  

  
  

  

  Business Response

  Date: 09/13/2024

  This complaint was directed to the Assistant of the President and that is who has been responding. The CEO will not become directly involved in this type of situation as that is our function here.

  Again we are very sorry for the circumstances surrounding the relocation. The van lines would have handled the situation and picked up the items left behind as an overflow. Although we know this isn't ideal it does happen and the van lines does step in to take care of it. In this case the goods had already been picked up by someone and apparently given away or disposed of whatever the customer chose to do.

  Although we wish things would have happened differently we are unable to go back and change what has happened. 

  We sincerely apologize for all the frustration and inconvenience this has caused but there is nothing further than can be adjusted/corrected through this BBB site.

  Thank you

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because: **************** representative ******* at ********************* asked me to provide a list of what was left behind as did Faith from ******************** What part of, it took the movers 12 hours due to being short of help to load the truck and I had to have my home empty to turn over keys to the new owner the very next day(morning ) do you not realize? It was after business hours & before business hours. Initially **** did not offer me an over flow until I was in **. The driver showed with an employee that had been fired. They roughly handled my items & I sustained damages and enormous stress. Forget the money, I want BBB to list this as a negative review and event because it should not have happened and I have been called a liar, had my word disparaged and treated horribly by Allied. I have several emails from onset to date to support my claims. Its shameful. I am a post brain & liver surgery survivor. I hired movers because I physically needed help. I have been abused.

  Disappointed,

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  Business Response

  Date: 09/13/2024

  We are not lying or denying there were issues. However, we cannot go back and change things. It is unfortunate but we are unable to provide any resolution through this BBB site.

   

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because: To have a BBB accreditation you are held to a high standard of operating and conduct. Poor service is listed for public awareness and I am requesting the BBB publish awareness of my experience with Allied Van Lines. I am a very blessed woman. I can survive without Allied refunding me money, however, other innocent consumers should be made aware. God bless you, have a blessed weekend and may you never experience what was done to me.

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