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: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.

  I moved from *********, ** to *********, **. I had multiple pieces of furniture and boxes stacked in a garage because of spacing for storage. The truck space was shared with several other (maybe 3-4) other stops it was making. I believe a few items were inadvertently dropped off at another location amounting to about $600 in lost items. They stated I had 9 months to file a claim and I paid for "full replacement value" when I paid my feel. I have filed the claim within 4 months after going through each box and they denied paying me for what they lost. They stated because I signed for it at the time, I should have stopped and looked through everything. I seek a full refund of all fees since they breached the agreement and refuse to honor the 9 months and full replacement value.

  Customer Answer

  Date: 09/03/2024

  Good morning!  The resolution that I am looking for is for them to honor the insurance that I purchased for full value of my assets moved and reimburse me FMV of the items that I claimed on my form attached.  I don't agree with the denial which placed the burden of me reviewing over 100 items delivered at the time of delivery.  I think that is unrealistic especially when I was told that I had 9 months to file claims.

  Thank you.

  

  Business Response

  Date: 09/03/2024

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

  At the time of delivery it is up to the customer to check off each item listed on the inventory that was tendered to the carrier to ensure receipt of all goods. It is never expected a customer open the cartons looking for contents because if all boxes tendered to the carrier are received at destination there is no way for an item to escape the cartons during transport.

  There was no documentation of any missing items or cartons at the time of delivery into the customer's home/garage.

  When the claim was received a full trace was performed which meant checking with other customers on board the same truck and nothing belonging to the customer was located.

  We are unable to honor the request for a full refund of any/all fees as we are a carrier that is federally regulated and it is forbidden. 

  No agreement was breached. The contract with the carrier is to transport your household goods from origin to destination and that service was performed.

  We did not refuse to honor the 9 month deadline. The customer definitely has 9 months to file a claim but that does not guarantee acceptance of liability as in this case.

   

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because: I believe the vendor doesn't understand that the delivery men would have to expect to spend nights and days awaiting the review of all of the items.  Because these items were packed by the vendor, the expectation is the items were in the boxes.  My truck shared delivery with at least 3 other deliveries.  If the expectation is that everything is checked, then delivery drivers would have to stay days in the location where the delivery was made.  That seems unrealistic and unknown to those who hire Allied to travel across multiple states.

  I won't accept this as an explanation and find it unreasonable expectation.  I think if that were the case, your delivery drivers shouldn't mention to people they can't leave until you sign it and basically forcing customers to sign for things before everything is fully checked.  Allied has responsibility in not expecting signatures.  I bought insurance to cover loss otherwise, the insurance is also an expense that is sold on the idea that everything is being covered.

  It's deceptive for delivery drivers to hold customers hostage to sign and selling insurance that they deny because your driver wouldn't leave my house without a signature.  They force you to sign or they won't leave.  I think this should be a wider investigation of deceptive practice and how many others get their claims denied because delivery drivers won't leave without a signature.

  I want my claim paid.  Allied lost my stuff by probably delivering it to one of the other locations since mine was the last stop.  

   

  
  

  

  Business Response

  Date: 09/03/2024

  Again we apologize for all the frustration.

  There is no deceptive behavior with this claim settlement.

  The movers absolutely would not have to stay for nights and days going through the boxes. Again, it is the customer responsibility to ensure all items deliver. Once the shipment is packed up it is up to the customer to ensure everything was packed for tender to the carrier. If 50 items were listed as tendered to the carrier on the inventory it would be up to the customer to ensure 50 items are received at delivery. This does not take days to complete. The bottom of every inventory page has a statement "Important, we have checked all items listed and numbered and acknowledge this is a true and complete list of goods tendered & of the state of the goods received. Before signing: check shipment, count items & describe loss or damage in space on the right. Nothing was documented and therefore all items received as acknowledged by the customer signature.

  The Carrier does not sell insurance as we are not an insurance company. The carrier provides an option of valuation coverage which is the carrier liability for proven loss or damage. There is no proven loss.

  Again, customers who had their goods on the same truck were contacted and there was nothing received by them belonging to this customer.

  The carrier is unable to change their position as there is no proven loss for them to accept liability for.

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because: there is a deceptive practice because your delivery drivers will not leave unless it is signed and when you have 4 large men standing there wanting to return to ******* (a 8 hour trip home) they are basically forcing you to sign.  If this is how moving companies operate, it should be investigated as a criminal extortion to intimidate customers to signing before it is all reviewed.  I'm one person standing with 4 large delivery men in my house alone.  If I didn't sign, they wouldn't have left.
  
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  We paid Allied Van Lines to move us from ***** to ********. They picked our household goods up on 18 Jul 24 and was supposed to deliver it NLT 30 Jul 24. It arrived extremely late with missing items and a lot of damage. First, because they couldn't find a truck driver, they put it on a train without telling us until we pushed the issue. Where that's allowed, they just told us it was on the way. When they finally admitted it, we were told it was in ******* and wouldn't be at our house until 6 Aug 24. After requesting escalation, they claimed it made it to the VA on 29 Jul 24, but then blamed the railyard for not off loading the train so everything arrived on 6 Aug 24 as we were originally told. From our perspective, we feel like we were just lied to from the time they couldn't get a truck driver. Additionally, the driver in ***** said they don't check items off the list as it's loaded and items were just thrown into the truck in ******** and brought to our house. In the end things are missing and there is excessive damage. This was our worst move ever. They were not willing to spend the extra funds to get the items here either on time or sooner. The impact on my family, especially our kids was unacceptable. We had to live without our property for a week and all they could say was fill out a claim form. Even if we are reimbursed, living without our property is unacceptable when there wasn't a natural disaster, etc... We even had to live through an extended power outage and had to get emergency supplies that was in our property. With every issue, their answer was the same, fill out paperwork. The unacceptable delay also impacted our daughters as they were trying to prepare for their new school that was starting in 2 weeks. Bottom line is that their incompetence and unwillingness to do what was needed regardless of the cost to them proves all they care about is profit. The impact on our family can't be measured. Everyday after we were told about the delay was just lies. 

  Customer Answer

  Date: 08/28/2024

  So I went to the link at the bottom of an e-mail from Allied which took me to a site and the Contact Us gave me:

   

  Allied Van Lines, Inc.
  ******************
  **************************

   

  On the Bill ** Lading it's:

   

  ALLIED VAN LINES BILL OF LADING USDOT NO 076235/MC 15735, 

  Allied Van Lines, Inc. 

  ********************** 

  ***************, IN ***** ************

   

  And... I will also say Allied's Agent was ******* Worldwide Moving

  ****************************************;

  *******, WA 99224 

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

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

   

  

  Business Response

  Date: 08/28/2024

  On behalf of Allied Van Lines, our sincere apology for all the frustration and inconvenience this delay in delivery has caused you and the lack of communication. It is never the intention of the carrier to have a delay in delivery as this is not a pleasant situation for all parties involved. Unfortunately, it happens and we are sorry your shipment had to be the one. Although you book the move several months out it is not possible to schedule a driver that far out as drivers are routing all over continuously and things happen that are not anticipated. Sometimes there are breakdowns, sometimes the previous customer took more than expected leaving no room on the truck. For various reasons the Carrier is left to find a last minute change of plan. Those change of plans may involve a third party to transport the shipment if the carrier has no driver in the area. The statement that the carrier was not willing to spend the extra funds is untrue as the cost for a third party to transport the goods many times is more than the carrier would be willing to pay. The Carrier does provide delay compensation per the contract. By executing the Bill of Lading and accepting services from the carrier, you as the customer have agreed to all terms and conditions per the *************************** of lading and tariff.

  We understand this may be inconvenient but a claim must be filed for damages and go through the claim settlement process as well.

  I'm sure it seemed as if what you were being told was nothing but lies but there is no reason or intention to lie.

  The demand for a full refund is not possible. As a Federally regulated carrier, we are prohibited by statute from doing so.
  

  Again, we are truly sorry this has happened but do hope you are getting comfortably settled in your new location.

   

  Customer Answer

  Date: 09/02/2024

  I am rejecting this response because first, they did not respond to all of our requests and second, they provided the same "We're sorry but you just have to deal" response that they have given from day one. 1) Where I understand that you can't schedule a driver months out, you should have a driver scheduled 2-3 weeks out and have a backup ready if necessary. That is just simple and basic project management. 2) I realize that the third party, especially on the fly is most likely more than the original cost, but they are missing my point. My point is that once they switched to the train option, they were not willing to pay additional costs to get it sooner from ******* or pay to have a crew in ********** VA on standby to deliver our household goods as soon as they arrived at the local office in ************** 3) You never responded to by first request to pay my "Delayed Claim" now. You are just content to let it sit on someone's desk instead of the person with the proper authority saying, pay this now. 4) There is reason to lie. The *** says that they are not responsible for issues outside of their control. Therefore, by saying it arrived in VA on 29 Jul and then claiming that the Railyard was unresponsive, then they can claim they missed the 30 Jul date because of external factors. 5) The demand for a full refund is definitely possible. It does not matter if you are a Federally Regulated Carrier. The law is vague and does not specifically state what you have to pay, but it doesn't prohibit you from doing so. If you think it does, please provide the complete reference. 7) the additional $16K, which they did not respond to is that they were egregiously late which was compounded by the extensive damage which can be paid as well. This can be done either voluntarily by Allied or through the appropriate legal action. It's just depends if Allied wants to do it the easy way or the hard way.

   

  
  

  

  Business Response

  Date: 09/03/2024

  It can be difficult to understand the logistics surrounding transportation but trust that the Carrier had no intention of being late and has no reason to lie about it.

  Unfortunately your requests are not possible as indicated in the first response and we are truly sorry that your shipment was delayed.

  The refund nor the additional $16K are not a possibility and there is nothing further that can be pursued through this BBB site.

  Thank you.

  Customer Answer

  Date: 09/07/2024

   I am rejecting this response because:

  1. Where I realize Allied wants to deliver on time, I also know that once our household goods were put on a train, there was no intention to ever deliver before 6 Aug 24.

  2. Where I realize compensation through the BBB is limited, there are other avenues when the carrier, in this case Allied, decides to play hardball.

  3. Additionally, I request that the BBB reduce Allied's BBB rating to a "D".

  Sincerely,

   

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

  
  

• Initial Complaint

  Date:07/30/2024

  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.

  Our home was packed and moved from ** to **. When the driver set up our king *** in ** he failed to do it properly. He did not attach the 8 legs on the *** and the entire wooden *** frame and slots is damaged due to sloppy careless assembly. We are now sleeping on the floor and are very upset. We filed a claim and need someone to contact us ASAP for a reimbursement. In addition my sons name bench is missing a letter ($71 value) and a **** cooking pot made in ******* was smashed ($90). Lots of other items were damaged but these are the main ones with a HIGH propriety to get the *** situation sorted out.

  

  Business Response

  Date: 07/30/2024

  We are very sorry for any inconvenience this has caused the customer.

  The claim was just received yesterday and the adjuster has been asked to reach out and get an inspector assigned as a rush assignment.

  Again we apologize and the adjuster is aware and will get to work on the claim

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because:

   

  no one is answering email or phone calls about this matter. We have been assigned a claims person - ******. My bed was delivered on July 23rd. We are sleeping on the FlOOR!!! I can understand waiting this long for funds for a new tv or chair but this is a BED. You would not want to sleep on the floor let alone this amount of time. We can not wait or be ignored much longer. Sending it for repair after this amount of time has passed is unacceptable. We could have purchased and had a new bed set up in the time we have wasted. My husband is in constant pain as he had back surgery and the floor is worsening symptoms. Very inconsiderate to make us wait this long with no resolution. I also need money to replace my sons name bench $71 and a **** cooking pot $89 (plus tax for both) if we do not receive a response we are taking matters a step further. 
  
  

  
  

  

  Business Response

  Date: 08/02/2024

  Again, we are truly sorry for the frustration and inconvenience.

  Claims is working for an ASAP resolution. Please check your emails.

  The claims department is in touch and will work toward a speedy resolution.

   

• Initial Complaint

  Date:07/26/2024

  Type:Billing 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 son and I arranged separate moves from ******** to ****************, ** and were each quoted a Miscellaneous charge of a round trip ferry fee/cost. As it turned out, circumstances lead to both of our loads being packed on the same truck in ******** and being delivered to us one day apart on ****************. The truck had to come from the mainland to ****************. We were each charged a round trip ferry cost, despite the truck only going across and back once. The agent says they can do nothing, it's up to Allied and Allied says it's up to the agent and they both claim the charge as a regular per registrant charge despite it being referred to as a round trip ferry cost on my estimate and my initial estimate being delayed a few days while the ferry cost was researched. Since the truck only crossed back and forth once I feel we should be charged one round trip between us. I have asked both Allied and the agent for a copy of the fee schedule where such a charge is listed. Allied again referred me to the agent and I have waited a week after asking the agent, with no response. This situation is similar to taking a taxi with multiple people to various locations and having each person in the taxi pay the same toll fee that might be incurred.

  

  Business Response

  Date: 07/27/2024

  We are very sorry for the frustration the customer experienced with the fees for the ferry.

  There were 2 separate moves with 2 different registration numbers.

  There is a round trip fee because the truck has to go round trip to make that delivery.

  Every shipment on board is charged the ferry fee.

  Again, we are very sorry for the frustration, however this has also been explained to the customer by the teams.

  Customer Answer

  Date: 07/29/2024

   I am rejecting this response because
  I would like someone to point me to the fee schedule that shows ferry fees or how they are calculated.

  It seems wierd that everyone whose load is on the truck pays the fee. So that if there were 10 small loads on my truck Allied would get $13,500 on ferry fees?

  
  

  

  Business Response

  Date: 07/30/2024

  We apologize for the inconvenience.

  The claimant would need to reach out to their booking agent to determine how the charges are calculated. They are the ones that do the quoting and calculating.

  Unfortunately we are unable to make those determinations in this BBB site.

• Initial Complaint

  Date:07/26/2024

  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.

  We hired Allied Moving to relocate us from ***********, ** to *************, **. During the course of the move, they destroyed a table saw (the front of the base is completely broken and crushed and it now sits at an angle and is unusable), and broke a shelf unit. It looks like too much weight was piled on each item when loading that caused them to collapse.I filed a claim for the damaged items and the claim was denied saying the inventory sheets listed both pieces as missing parts or damaged. This is untrue as neither piece was damaged at all prior to the move. The only piece missing from the table saw was the detachable dust bag that had been packed separately in a box. The table saw was also wrapped in stretch wrap prior to loading on the truck to help protect it.The inventory description for the shelf also only reads as L approx BR a bunch of numbers BR. If this is some kind of shorthand that indicates damage then it needs to be made clear to the customer what it means, because as it is now, it gives no indication of meaning damaged or broken. This shelf unit was not broken or damaged and was fully usable prior to the move. As the piece was located by a bedroom, it was my assumption the mover was stating thats where it came from in the house.The movers notes are also impossible to read on the table saw, but pcs missing can be made out. Again, the only missing piece was the detachable dust bag.I have included pictures of the damaged items.

  

  Business Response

  Date: 07/31/2024

  We are very sorry that the claimant had issues to report from their relocation and their claim settlement.

  The claims department has been asked to review the case to see if there are any changes they can make or to see if they can consider liability.

  The ***************** will reach out direct to the customer if there are changes that can be made.

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because:

  Its been nearly a week with no contact from Allied. These items were absolutely *not* damaged or missing pieces prior to our move, and they are destroyed now. They are refusing to accept liability for the damage their mover caused, and falsely claiming the inventory sheets said they were previously damaged or missing pieces. NEITHER THE TABLESAW NOR THE ***** UNIT WERE DAMAGED IN *ANY* WAY. The only missing piece on the table saw was the detachable dust bag that was removed and packed sparately.
  
  

  
  

  

  Business Response

  Date: 08/06/2024

  We are very sorry for the frustration.

  Unfortunately, we are unable to resolve the claim through the BBB site.

  The Claimant should contact the claim adjuster and ask for a review of their claim file and provide any substantiation to warrant a change.

  The origin inventory was completed showing damages to the items and it was signed by both parties.

   

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:
  
  As I stated, the form I signed at pickup does not show ANY damage listed for the shelf unit, and the only thing readable on the table saw was "pcs missing" which I've already stated the only piece missing was the detachable dust bag. The rest is unreadable. There is NOTHING on either item on my copies of the inventory sheet that can be read as stating damage or specific items missing. I have attached photos of what my copy of the inventory sheets state. Please tell me what part, especially on the shelves, states damage.

  And I did contact the claims adjuster immediately after she told me the claim was denied, and received no response. After approximately a week with no contact from her, I filed my complaint here.

• Initial Complaint

  Date:07/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allied moved my family in late May 2024. We are missing a number of items and other items have been damaged (see list below). Allied refuses to speak to me via phone and has provided a "settlement statement" which is absurdly inadequate and fails to even come close to addressing the costs of replacing the items.

  

  Business Response

  Date: 07/10/2024

  We are very sorry the claimant had damages and missing items to report from their relocation. The carrier made settlement on the damaged items, however the claimant did elect to have a $500 deductible so the deductible has now been met with acceptance of liability on the damaged items.

  The claim file is going to go to a review process and they will make a determination as to whether additional liability is accepted for the claimed missing items that were not documented at the time of delivery.

  Unsure why the claimant is seeking $13,000 as resolution as their claim filed is far less than that amount.

  It is documented that the staff would like everything in writing, first so we have documentation, and second due to the way they were spoken to over the telephone by the claimant.

  Again, we are sorry to cause any frustration and/or inconvenience to the claimant as their claim file goes through the review process.

• Initial Complaint

  Date:07/03/2024

  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.

  Our things were packed on June 24, on time, no problem there. During my conversation with one of the representatives, I was told that they will likely deliver the things on June 27. We paid the whole money on June 24 so that they can start loading. When I kept having conversations with customer service representative because of the delay, I was told that usually driver gives them an update depending on their route and he is waiting to hear back from them. Finally, I was told on July 1 that driver is planning to deliver on July 5 and they will confirm it on July 2. When I called them on July 2, because of no response, I was told that driver was originally double booked and they just got that information, they are trying to find a new driver. So, our things were never loaded in the first place even after about 10 days of packing / money transfer was done. They are still trying to find a driver, as far as I heard last. It is the afternoon of July 3, not sure how much more time they need to find a driver. For a reputable company and with how much money I paid for the moving process, I would assume that they have back up options & have good communications.From what I see, there is complete miscommunications between different departments, there were no good updates to the customer about where the things are and when they will deliver. Moving is stressful, and we are trying to start new jobs, I have to keep pushing my start job for my new job, hopefully they deliver our things soon.

  

  Business Response

  Date: 07/03/2024

  We are very sorry for any inconvenience the claimant is experiencing regarding their relocation.  It is always the intention of the carrier to load and deliver shipments within the spread of dates agreed upon. It is unfortunate when situations happen and dates change. The claimant's agreed upon delivery window is through 7/8 and there is a delay policy if the shipment has not delivered by that date.

  The carrier is working diligently to obtain a driver and get the shipment moving as quickly as possible.

  Again, we do apologize for the frustration and inconvenience.

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because:
  
  There is no sincere apology, transparency or communication during the whole process. I booked my car transportation through allied as well, they gave it to a third party company and there was a delay by a day after they confirmed the delivery window. But I felt like there was a good transparency with them, and they called with me even small updates and kept me posted during the whole process. But with our goods delivery, I have to reach out every time, and whatever I was told so far, there was so many back and forth, which is causing me to push so many of my appointments. Even now, I feel like, they are trying but it is not a priority for them, it is going to get delayed and they are going to deal through delay policy. Nobody has called so far, explaining why there was so much miscommunication. They could have told me they have problem finding driver for 10 days and they are double booking, I would have gone with a different company. 

  

  Business Response

  Date: 07/05/2024

  Again we are very sorry for the frustration and inconvenience.

  I do not show that the claimant has reached out to our customer service. The Claimant should contact customer service and keep in touch with them regarding their shipment at ************.

  Unfortunately, we are unable to monitor the shipment through this BBB site.

   

  Customer Answer

  Date: 07/05/2024

   I am rejecting this response because:

   

  Please stop projecting at me by saying that I have not reached out to customer service. I have been emailing since the day things were packed, I can list out names of the people I talked to or post the snapshot of the email conversations here, but I did not want to do that because of courtesy. There is so much disconnection between the departments, it took like 8 days to figure out that our things were not loaded, after constant emailing. I even called and spoke to a representative after posting the message here on Wednesday, and I am getting a reply today here saying that I have not reached out to customer care. (From the conversation I had Wednesday, looks like they were finally able to find a driver who is going to pick up tomorrow (Saturday), waiting on ETA and further confirmation, hopefully it happens soon, so that we can plan accordingly).
  
  

  
  

  

  Business Response

  Date: 07/05/2024

  Our sincere apology.

  So glad to hear things are progressing.  Please keep in touch with customer service for updates.

   

• Initial Complaint

  Date:03/11/2024

  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.

  On July 7, 2023 I paid Allied Van Lines $14,771.51 to pack, load & deliver my belongings from ********** to *******. Account #******. Payment included $100,000.00 for insurance with no deductible. Allied Van Lines ************ refused to compensate me for a damaged 4 month old HP OfficeJet Pro printer and refused to compensate me for a missing purple Levenger briefcase. I had provided examples of the malfunctioning printer but was told that it had to be a "mechanical" problem to be compensated. The printer is a machine and printer malfunction can only be "mechanical". The printer was packed in a single box with no padding. I reported the missing purple briefcase but was told that I could only be compensated if it was reported as a "missing box" on the day of delivery. There was no missing box and my other Levenger red briefcase had been packed in a box with clothing - not a separate box. It took me time to go through all boxes before I could say the purple briefcase was missing. I will upload photos including a photo of how carelessly some of my things had been packed & sealed.

  

  Business Response

  Date: 03/11/2024

  We are very sorry that the claimant had to file a damage/missing claim from their relocation. The valuation coverage does have limitations and therefore the claims department was correct in their handling of the claim.

  Regarding the mechanical damage, electronic items have sensitive delicate internal parts that sometimes malfunction due to the normal vibration of the moving van. The carrier has no control over this type of damage occurring and therefore it is excluded from the valuation coverage. If there were physical damage that would indicate signs of mishandling there would have been consideration.

  At the time of delivery it is the customer responsibility to perform a checkoff at delivery to ensure all their items were received. It is not expected of the customer to open cartons etc as it would not be possible for items to escape the sealed cartons. It is expected they check to ensure all cartons are received and document any missing at delivery.

  I hope this helps explain the carrier position. Again, we apologize for the frustration.

  Regards.

  Customer Answer

  Date: 03/11/2024

   I am rejecting this response because: Allied Van Lines response was unsatisfactory to me.

  1.  They (whoever "they" are in their response as only "Regards".) claim that "sometimes malfunction due to the normal vibration of the moving **** results in damage that is excluded from valuation coverage.  However the printer arrived inside a cardboard box with no bubble wrap or padding of any kind and I find that unacceptable packing.

  2. The claim "It is not expected of the customer to open cartons etc (sic.) as it would not be possible for items to escape the seal cartons.  It is expected they check to ensure all cartons are received and document any missing at delivery."  Again I say that I did not report a missing box because there was no box missing.  However, my red Levenger briefcase arrived in a box on top of clothing - not in a box by itself.  Therefore when there was no single box containing my purple Lavenger briefcase, I expected the purple briefcase to be in another box also on top of clothing - as was the red one. But when I finished opening all boxes the purple briefcase was not to be found.  I could not know that until several days after delivery.

   

   

  
  

  

  Business Response

  Date: 03/11/2024

  Again we are truly sorry but unable to change our position with the claim settlement.

  If all cartons were received then the carrier delivered all that was tendered to them for transport.

  With no physical damage to the printer to support mishandling we are unable to accept liability. We have no idea of the working condition of electronics prior to transport.

  Customer Answer

  Date: 03/12/2024

   I am rejecting this response because: Allied Van Lines Claims continue to ignore that I did not claim a box was missing but rather that the same item missing but in a different color was not packed separately but in a pile of clothing that I did not know it was missing until I unpacked all boxes - not at time of delivery. As for the printer it was in use the day of packing and then was delivered in a box without any protection of bubble wrap or padding.  Very careless packing for both items.  

  Therefor I will move on to report to ******* ************************* and ******* ************************* to file complaints against both Allied Van Lines in ******* and Allied Van Lines Claims in *******.

  
  
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  Movers arrived at destination with no advance notice. I was 30 minutes away and had to rush back. Boxes were hurriedly moved and I was rushed to sign. Several days later I noticed items missing and immediately contacted Allied. I got lots of apologies but no resolution. The "investigation" claims to have spoken with all parties involved and no one was at fault so they are basically calling me a liar. They never contacted or spoke with the person who was on site for all the packing and the loading so I know this whole thing is just a sham. Some of the items are irreplaceable and the idea that they were never packed or loaded onto the van is beyond absurd. My DVD collection was missing everything from Star Wars trilogy through Wizard of Oz and some TV series. Everything from A to Star Trek was delivered. One piece of foam and the metal bed frame were missing from my sleep number bed. One TV was delivered but not the remote control. I am certainly not lying about the missing items and I am devastated at the loss of some items that were from my late father. Was I supposed to make the movers wait while I unpacked every box they did bring? If so, why do they say you have 9 months to file a claim? How they can get away with this is beyond me and I want to warn everyone that Allied cannot be trusted and I would not recommend them at all. I know they won't reimburse me even though they know they should. Most of my replacements were ordered through Amazon or **** and I've only attached one invoice for illustration. Thank you for the opportunity to get my message out to help others avoid the same fate. DO NOT USE ALLIED.

  

  Business Response

  Date: 01/18/2024

  We are very sorry that this claimant had items claimed as missing from their relocation. In this particular case the individual at origin dictated what was to be transported and the claimant was not at origin to dictate what was to go. There was nothing documented missing at the time of delivery at destination to indicate items were missing. The driver loaded direct and went straight to destination and all was delivered that was tendered to the carrier. It may be possible the items are still at origin. Perhaps the claimant could check on that. There was only one other individual on board the same truck and they did not receive anything that did not belong to them.

  The items being claimed would be random items packed in cartons and again all cartons were signed for as being received at the time of delivery.

  We are sorry for any frustration and/or inconvenience this has caused the claimant.

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because: I do not agree with the position of the business. I was treated unfairly, have a sketchy at best inventory and find it incredible that I was expected to open all boxes in front of the driver before signing off. I stand by my review and will never ever recommend this business. Ever. I expected this response and thank BBB for the opportunity to publicly voice my opinion.

   
  
  

  
  

• Initial Complaint

  Date:01/12/2024

  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.

  trust this email finds you well. I'm reaching out to highlight challenges we faced during our recent move from ***********, *****, to ************, ******* in January ****. Despite understanding the inherent stress in relocation, our experience with ******* ******************************* a subsidiary of Allied Van Lines, has left us deeply dissatisfied.Sales representative ***************************** assured us of competitive rates and top-notch services, but the reality did not match these promises. On the moving day, we were charged for ***** lbs. while our belongings likely weighed ***** lbs. This was brought to ************************ attention, who provided limited resolution options.Contrary to ************************ claim that their pricing method was the only one, we later discovered this was untrue. The lack of transparency during sales discussions and the refusal to explore alternatives reflected a lack of integrity.Upon delivery, we found three broken items, including two TVs and a family heirloom mirror. The packing crew's attempt to categorize items as "Packed By Owner" to avoid liability was misleading. Subsequent communication involved blame-shifting and reliance on contractual obligations, compounding our frustration.We were offered a mere $130 credit on a $5,660 bill, inadequate for the additional charges and damages. The overall lack of professionalism and deceptive sales tactics have left us deeply disappointed.We request a thorough investigation and a fair resolution to address the financial implications and damages. We believe in honest business practices and *********************** *************** Services takes appropriate steps to rectify this situation.Thank you for your prompt attention.

  

  Business Response

  Date: 01/16/2024

  We are very sorry that the claimant was dissatisfied with their relocation charges. The claimant was provided with a guaranteed price order so there are no adjustments made when a guaranteed price is given. Had the claimant been given a guaranteed price with the lower weight the adjustment would have been around $77.  The claimant was provided with an adjustment of more than that as a customer service gesture.

  Unfortunately, on load day no adjustments can be made to the order for service that was agreed upon by both parties.