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.

  101 E Washington Blvd Ste 1100 Fort Wayne, IN 46802-3145

  
• 

  Allied Van Lines, Inc.

  5001 US Highway 30 W Fort Wayne, IN 46818-9701

  

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:05/01/2023

  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.

  July 28 of 2022 was date of move I hired this company to move me from ******** **** to **** ********* on this date I paid for them to pack , move and deliver to my new home.. I have used this same company once before 4 years ago and had no problems getting stuff they broke replaced this time however they are denying me on a home surround receiver they packed and broke during this move I paid $30,000 for this move and took out their 100% moving insurance to be covered offered by them I have sent pictures to them showing a broken part and explaining how it doesnt work but they wont honor the contract that we have . The product is a ******* receiver valued at $1300 replace cost I only ask for $1000 to be put towards a new one This is the Reg# ****** Claim# *****-3

  

  Business Response

  Date: 05/01/2023

  We are very sorry that the clamant experience damage during their relocation. In reviewing the claim, it appears the claims department has asked the claimant for an estimate of repair in order to determine if the item can be repaired. The Carrier's maximum liability is to repair damage if that is possible. Once the claimant submits the estimate of repair it will be reviewed for consideration. Although we realize this is frustrating and inconvenient we will need an estimate of repair in order to proceed with any further settlement.

  Thank you

• Initial Complaint

  Date:03/28/2023

  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.

  Overcharge of services in addition to damaged good and missing furniture not delivered

  

  Business Response

  Date: 03/29/2023

  We are very sorry for the issues that the Claimant is experiencing.  The Claimant had a Guaranteed Price but if the Claimant feels they were overcharged for something they should contact the customer service department to discuss. They can be reached at ************.

  I have asked for the claim adjuster to reach back out to the customer regarding the floor damage and to have that assessed.  Someone will be in touch.

  Regarding the items claimed as missing, we will see if the driver by chance had any of these items left on his truck. However, if not we will continue the denial of the items claimed as missing.  All items checked off at the time of delivery on the customer checkoff sheet and no cartons were documented as being damaged or opened up which would allow items to escape the cartons.

  Best Regards

  Customer Answer

  Date: 03/30/2023

   I am rejecting this response because:there was no floor damage, there was overall damage for which I submitted a claim. ************************* from Allied in the West Palm area was extremely understanding, however, after a while started ghosting me. I have gone through so many emotions, lost mementos, had brand new furniture damaged, had my life threatened by one of their broker's workers and filed a police complaint against that individual. The communication is much to be desired. Their partner, which ********************* assured me is someone that Allied stands behind and meets their standards did not. *************************** of Absolute Relocation called on a Monday four hours before the mover was supposed to arrive. When the truck arrived, it was one person for a 3/2 house. He began his work at 4P and finished at 4A the following morning. My contents were then transferred to a barbaric team in TN only not to receive everything. When ****** arrived on Sunday at 7PM I wasn't aware that I couldn't Zelle over $1,000/day, so he had to return the following day with a day laborer named *************************, who was the one that threatened my life.

  If you review the original document attached, that single mover did not log everything as it should have been, so the ability to match tag to item listed is not possible. Additionally, my neighbors came over on their own to help *** as there is NO way that he would have been able to complete everything on his own. My neighbor's husband and their two sons helped *** move my contents out of the house. I have videos of ****** and ****** dragging brand new furniture on the cement, images of damaged furniture that is just shy of 18 months old and my damaged Westin mattress that took a month to arrive at my home. I was sleeping on a ******** mattress for almost a month.

  What I'm seeking is a formal apology as well as a **** on their rating as this is an organization that will only say what they feel a customer needs to hear and the ghosting by ***** proves that they will do anything to stifle the customer's voice. If I don't receive the amount submitted in claims, I will be proceeding with legal.

   

  
  

• Initial Complaint

  Date:02/28/2023

  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 25, 2022 we contracted with Allied to move our personal effects internationally from *******. Allied were to pack our furniture etc. on August 24 and 25, ship it with arrival at our international destination 6 weeks later.We have encountered several difficulties during this process. 1) During packaging they took our treadmill apart into many more pieces than when it was originally acquired. They subsequently argued that it was our responsibility to assemble upon delivery. After significant back and forth, Allied paid for the assembly by a professional. 2) Delivery was delayed until December *****, which resulted in significant additional temporary accommodation expense that we are not compensated for. Delivery was completed over 3 days as they had not prepared for a lift despite previously being notified thereof. We had to pay for the lift as well as parking permit on the street. 3) Allied broke 1 cup (*****) during packaging and they have offered compensation for this. 4) 2 rugs were damaged during the move. Allied refuses to compensate or address why this is not covered under their ******************** Allied is not contesting that the rugs are damaged; they simple state they have done nothing wrong. A picture comparison from before and after the move shows the damage. Additionally, the rugs have also shrunk (now smaller than the rug pads). Allieds own contract language states the protection plan covers all risks of loss or damage to household goods, furniture and effects subject to certain provisions and exclusions. There are no provisions or exclusions that mention items damaged while in Allied custody. Combined value of the two rugs is ~$4,200. At this point we have managed to resolve the issues listed except for the 2 damaged rugs. This is in reference to claim number *******.

  

  Business Response

  Date: 03/03/2023

  We are very sorry that the claimant had a delay in delivery and damage to report from their relocation. It is never the intention of the carrier to cause frustration and inconvenience during the relocation.

  Unfortunately we are unable to accept liability for the rugs in question. The possible shrinkage and discoloration is not due to carrier mishandling but possibly climatic conditions which are excluded from carrier liability as we have no control over this type of damage occurring.

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

  Customer Answer

  Date: 03/03/2023

   I am rejecting this response because:

  Thank you for the response. We reject the reply. Firstly, the gold plan states:
  Transit Protection Plan Definition:
  Except as otherwise provided herein, this Transit Protection Plan covers the accidental physical loss or accidental physical damage to the property
  We believe this damage to be accidental.
  
  Secondly, we cannot identify any applicable exclusion clause that refers to climate. Within the terms and conditions there is exclusion clause 2j that states:
  j. any effect of moisture that causes mold or mildew or any deterioration, that is reasonably attributable to either daily transit temperature change or water condensation or moisture held and released by ambient air. The mold and mildew exclusion can be deleted by purchasing the additional coverage or selecting the gold plan.
  We selected the gold plan thus eliminating the above exclusion.
  
  

  
  

  

  Business Response

  Date: 03/06/2023

  Please view the Exclusions on the Summary of Protection Plan Terms and Conditions, 2c:

  We are very sorry that the claimant had a delay in delivery and damage to report from their relocation. It is never the intention of the carrier to cause frustration and inconvenience during the relocation.
  Unfortunately we are unable to accept liability for the rugs in question. The possible shrinkage and discoloration is not due to carrier mishandling but possibly climatic conditions which are excluded from carrier liability as we have no control over this type of damage occurring.
  We do hope the claimant is getting comfortably settled in their new location.

  Although we are very sorry our position will not change.

• Initial Complaint

  Date:02/15/2023

  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 to move, store, & move our belongings interstate. Some were delivered to temporary housing; most delivered to Allied storage. Final shipment was delivered on 10/3/2022. Items in this shipment were visibly damaged on arrival. I contacted both the original and the local Allied representatives regarding filing claims; both gave the same instructions with the same registration #. I filed 7 claims between 10/13/2022 and 11/26/2022 including 2 items that were on the high value documentation. I followed all directions and tried reaching out for clarification, including how to determine value, but I never received any further instructions. I did my best to determine value and replacement for each item and I included that information in each claim. On 11/04/2022 an inspector came to view what I had reported so far. She indicated at least some damage warranted repair or replacement though she did not give me the full report. She said I had 9 months to file, but she recommended I do it sooner. On 1/13/2023 I received a response for my claims, including those that had not yet been inspected. The adjuster had 20 items listed for a total of $0. 10 were listed as referred to agent which was explained to mean the stored items, but since they were all stored with Allied presumably they were referred to Allied? 8 were listed as denied 9 months but I filed within 2 months. Two were denied -no exceptions, of those one was individually wrapped and boxed, but arrived unboxed; movers never found the box. The other was damage to my home, which I witnessed, as the mover drove a dolly into the trim on the door. I cannot figure out how the adjuster made these determinations, as it was all from the same shipment. All were delivered on 10/3 and all were stored, except the residence damage. She declined to explain. I am waiting on replacement and repair and would like to complete this asap so that I can use my furniture. I have photos.

  

  Business Response

  Date: 02/15/2023

  We are sorry to learn of the difficulties that the customer has experienced regarding their claims.  On February 8 the customer spoke with the Manager of ****************** following are the notes from that conversation:

  02/08/23 02:58:05 PM talked to Ms direct. Said have been working on this for a long time. *** denied most of our claim as filing past the 9 mos. Asked -  did you have storage involved? She said yes, origin and destination. all storage was with AVL. Advised my guess would be that you had a private storage with the agent at some point but we'd have to go back through the paperwork. You would need to write into *** with your dispute and she will forward to the review adjuster. Customer asked about how long does it take? I advised approximately 60 days but the sooner you get it in, the sooner it goes in the backlog. Customer said great. thank you.

  The customer then received the following note from the claims department:

  02/10/23 02:44:00 PM  Good afternoon, I have received your dispute and will forward to our review adjuster for further consideration. They will review your concerns and respond to you in writing within 60 days. Thank you 

  The claim is currently in the review log.  The senior adjuster will contact ********************** once they have completed the review.

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because:
  
  I cannot accept the response until the damaged items have been repaired or replaced. Yes, I have spoken with many different representatives of Allied in an attempt to come to a resolution. My reasons for filing with the BBB are:

  1) Time limits have been mentioned several times. I am concerned that waiting 60 more days on top of the 4 months I have waited so far will prevent me from resolving this with whomever is responsible because

  2) I contracted with Allied to pack, move, store, then move, and I have no other contract, but the various Allied representatives Ive spoke with AFTER claims were filed have all mentioned another party was liable. I cannot imagine who that party could be, but I find it disconcerting because

  3) Each Allied representative I spoke with AFTER I filed claims, gave a different time frame. Before I filed, I was given information on filing through Allied and was told it needed to be done within 9 months of delivery. The driver said the same. After I filed, Ive been told 9 months after delivery, 9 months after first delivery, 24 hours after delivery, and 180 days after delivery. At least one representative stated I should have inspected my items in the warehouse. When I explained Id paid ******************** to pack, move, store, then move my things and ask was I supposed to unpack them in the warehouse then repack them, she said yes. All of these conversations have moved us further from a resolution because

  4) when I spoke with a new representative, they would read the prior notes and I noticed they were inaccurate. Because I do not have access to the notes as they are written, I cannot know how accurate they are. But I know there are instances where the conversation notes state I was told information that was never mentioned to me. 
  

  I am asking for help from the BBB so that a third party can see the interaction. I hired Allied in good faith, and although the move was not smooth, *** remained acting in good faith. I have all the broken items awaiting repair or replacement. Allied needs to act in good faith to resolve this, and instead they have changed the procedures and changed the notes on our conversations. Just fix the mistakes, make the repairs, and we can all move on. 

  

  Business Response

  Date: 02/16/2023

  Although we are truly sorry, there is nothing that can be resolved through this BBB website.

  The ***************** will review the claim and if the claimant has any additional information they should keep in touch and provide it to the claims review adjuster.

• Initial Complaint

  Date:01/31/2023

  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.

  If I could give this company zero stars I would. When paying over $8,000 for a service. I should get $8,000 worth of service. The 10 boxes I packed arrived in good condition with no broken items. The furniture loaded by your company arrived scratched, dented, broken and dismantled irreparably. The refrigerator arrived in about 20 pieces with wires cut and pulled apart. The movers offering me $1,600 with no disposal cost is an insult. When I asked about the refrigerator disposal fees have not received a response. My pictures show my refrigerator was not damaged prior to the move. The antique mid-century furniture that had no damages prior to the move was given a $1,000 value. Pictures of the mid-century furniture had no damages prior to the move. The timeframes for communication from the claims department is rude and non-existent at best. I would have better luck using two cans and a string as communication. The representatives who gave us the bid were in touch prior to the claims was great. Once they realized property was damaged they tucked tail and ran. I wouldnt recommend your company if it was the last moving company. We have moved across the country four times and NEVER have we had so many things damaged.

  

  Business Response

  Date: 01/31/2023

  We are very sorry that the Claimant had damage to report from their relocation. It is never the intention of the carrier to have such damage occur and we apologize for the frustration and inconvenience this causes.

  If the claimant feels the settlement feels the settlement is less than warranted then the claimant needs to reach out to the claims department and ask for a review of their claim file and provide substantiation along with the items they disagree with and their file will be reviewed.

  Again, we are sorry for the inconvenience and frustration.

  Customer Answer

  Date: 01/31/2023

   I am rejecting this response because:  I have reached out to claims department and have heard crickets.  However, on 1-30-2022 I did receive a check for the less than amount.  I want someone from claims to respond.  
  
  
  

  

  Business Response

  Date: 01/31/2023

  Unfortunately the claim adjuster is unable to communicate through this BBB website. Please contact the adjuster at ************, option 2

  Customer Answer

  Date: 02/01/2023

   I am rejecting this because when contacting the claims department they never deviate from their script.  I need answers regarding the low amount offered for our stuff being damaged.  Claims department is useless if they do not respond.  I want to hear from a regional manger who can help resolve this issue not some script reading low level staff member.
  
  
  

  

  Business Response

  Date: 02/02/2023

  Unfortunately the claimant will not hear from a regional manager as they would not be able to resolve their claim.

  The Claimant should contact the claims department and ask to speak to the manager.

  Although we are very sorry, we are unable to conclude anything in this BBB site.

• Initial Complaint

  Date:01/17/2023

  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.

  Had allied van as moving company in November. I want to be reimbursed for the two boxes we didn't use of the wardrobe boxes (they gave us price for seven and only five used). more importantly, they delivered a coffee table to my daughter without the crated marble top. The item must be delivered to *********************** my daughter now has the coffee table without the top, and I have the top here, but no coffee table anymore. we paid for the second stop, gave them measurements and were told it would be delivered in November. Please finish job and reimburse for 2 wardrobe boxes again if you still have the

  

  Business Response

  Date: 01/17/2023

  We are very sorry the claimant has issues to report from their relocation.

  Regarding the refund of cartons; It was determined that although two wardrobes were not used, a different size of cartons was used and therefore no refund is due. The Claimant has been advised of this by our customer service department.

  Regarding the relocation of a marble top; The carrier has a one time placement of items at the time of delivery. Nothing was documented or advised that a mis-delivery took place and the claimant signed the documents that the delivery was completed. Therefore, it is possible to relocate the item in question but it will be at a cost to the claimant.  The claimant has been advised of this as well by our customer service department.

  Thank you.

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  They did not send me a response 
  
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  Allied delivered our furniture and other belongings. Some things were damaged. While in our residence the movers stole two loaded handguns and a necklace valued at $4,000. Police were contacted and one gun was found stuck in the moving blankets and other gun found in a tote. All items were in the house. They did not move them here. The necklace was then found after three to four hours when we agreed not to file charges if they would just give the necklace back. Policeman instructed two movers the necklace should be laid in the outside chair and when we went inside the house it magically appeared on outside chair. Allied wouldnt adjust the rate that was charged even though our safety was compromised and mentally traumatized by experience. We were told by the assistant to President of Allied that there was nothing that could be done. No adjustment to the amount charged even though we were robbed by their movers. These items were not handled by the movers at all in the moving process. They stole items out of our home.

  

  Business Response

  Date: 12/29/2022

  We are very sorry for the customer's concerns.  To date, no charges have been filed and both of the accused parties maintain that they did not attempt to remove these items from the residence.  The customer at first requested a payment in reparation for the alleged issue of $6000.  They then changed that request and asked for a reduction of their moving charges.  The customer was advised that the provision of a refund as a strictly conciliatory gesture is prohibited by Federal law.  The moving industry is Federally-regulated and is required by law to collect all tariff charges that are due.  If such a refund or price adjustment were to be given to a customer, and was then subsequently found in the course of the Federal audits which can occur at any time at the discretion of the government, this exposes not only the carrier to Federal penalties - the party that solicited and accepted the refund is also subject to those same Federal fines.  These fines can go as high as $100,000.  This is discussed at length under Section 49 of the Federal Code of Regulations.  All of this was explained to the customer on the late afternoon of December 28.  We are very sorry for any concerns that the customer has, but providing a refund of their charges is not an available option.  This is not a company policy; it is a Federal regulation and we do not have the option to override it. 

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:   ************ has told me that the agent offered a gesture of goodwill in the amount of $1,000.  This was not conveyed to me by the agent.  I understand the federal regulations; however, they can offer any amount in a gesture of goodwill.  We were traumatized by this event and did not appreciate the robbery of our items in our home while delivering our belongings.  In my opinion, they can increase the amount in the gesture of goodwill to accommodate for the time we had to spend with police (approximately four hours) to retrieve our items. This is not an alleged crime. The items were found hidden in the blankets on Allieds moving truck by the police. I would appreciate an increase in the amount of gesture of goodwill and for the company to take notice of this situation and change their policies on background checks for their employees to prevent another family from having to go through a dangerous situation such as this. 
  
  
  

  

  Business Response

  Date: 01/05/2023

  We are very sorry the customer is unhappy with the alleged theft response. The agent did offer a goodwill gesture of $1,000.00 for any inconvenience that was rejected as the customer was requesting their relocation charges be forgiven which we are unable to do according to Federal Law.

  The background checks for the employees were approved and the alleged stolen items were found with no charges pursued by the customer.

  Unfortunately, we are unable to offer an increase in the goodwill gesture and nothing further can be resolved through this BBB website.

• Initial Complaint

  Date:12/14/2022

  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.

  This a moving company that I signed the contract with them on 11/4/22 to move my place on 11/14/22. The shipment was picked up on 11/14/22 and was supposed to be delivered per verbal agreement within 1 week but the contract stated a period from 11/21/22 and 12/10/22. The shipment was partially delivered on 12/11/22 but missing most of the valuable boxes and items. I have lost 20 years of memories and valuable items from around the globe, and around the country. I have lost all of my medical board certificates that I have earned since 2013 including ECFMG certificate, *********************** Certificate, ************************ Certificate, ******************************* certificate. My wife lost her law degree certificate. We have lost all of our clothes, and all of our baby's belongings. They only delivered approximately 30% of the shipment and the the company refused to take any responsibility and asked me to file a claim but I lost 100's of items and delayed my new job 12 days and couldn't start properly as I could not attend the onboarding stage. I can't file a claim form because no claim form will cover 100's of items that I won't be even able to recall. My loss is worth thousands and thousands of dollars. They didn't provide any explanation but the truck driver stated that the original truck driver abandoned the truck and that was why it was delayed. Every single item that had a new price tag on it is missing. It feels like our life was robbed away.The truck driver wrote down what was missing at first impression before we later realized how much we had truly lost.Reference number is ******.****** was $4,975.24

  

  Business Response

  Date: 12/15/2022

  We are very sorry for the problem which occurred on delivery.  There were approximately 25 cartons and loose items that did not deliver.  Those items have been located and were delivered this morning.  We apologize for the error.

  Customer Answer

  Date: 12/16/2022

   I am rejecting this response because:
  
  19 boxes were delivered and severely water damaged as if they submerged in water. I'm still missing 2 boxes with contents worth of $,1500. The water damaged everything I owned. My losses are over $10,000.

  I'm still missing my TV and I received a TV that isn't mine and the delay of 80% of the shipment was 5 days which is supposed to be compensated $50 per day not to mention that items of tremendous sentimental value were damaged with water and they have fungal growth and mold. 

   Even a refund isn't enough for the damages. All the boxes and their content are dripping wet. One of the boxes had a mouse inside. I just don't believe the level of negligence and the level of carelessness.

  I can't believe that in *******, a company can rob, damage and destroy and lose items without accountability or compensation.

  In summary, I lost over $10,000 in damages, I lost items that can't be replaced, and I paid $4,975.24 for the company to do that to me. 

  

  Business Response

  Date: 12/27/2022

  We are sorry for the difficulties that the customer has experienced.  His claims for damage and delay were received on December 12 and December 19 respectively.  By law a carrier must acknowledge receipt of a claim within 30 days; they then have a further 120 to pay, deny or offer a compromise settlement.  Both claims has been acknowledged via email.  The customer will need to work with their assigned claims adjusters for updates on their claim; the information will not be available through the BBB website.  The emails that were sent to the customer do contain the contact information for each adjuster.  Again, Allied Van Lines apologizes for the concerns regarding the customer's move.

• Initial Complaint

  Date:11/29/2022

  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.

  Here are the facts:Allied Van Lines and Rose ****** and Storage have denied a reasonable claim for loss of use of a refrigerator that was moved from *********************************************************** to ************************************************** 28468.Here are the facts:Refrigerator < 5 years old and was in good working order when it left my home on Oct. 27, 2022. Mover decided to wheel it over grass for approx. 100 to the driveway and then on to the truck. which was the third load on the truck. Refrigerator began its journey Oct. 27 and delivered on Nov. 9. The refrigerator did not work. Claim filed on Nov. 10. I sent pictures immediately upon request on Nov. 11. Agent waited 9 days to tell me what you had already concluded on day one that she could not see any physical damage and as such claim was denied. Service repair agent said the unit lost refrigerant and could not be repaired when the unit was charged and lost the refrigerant again. The claims agent said "this is not due to mishandling by the crew, it is due to road vibration and is unavoidable part of the moving process". This is a classic bait and switch particularly this was not pointed out when I purchased full replacement insurance. Summary - I was never told that my appliances and electronic items would not be covered if there is no visible damage to the item even if packed by Allied/Rose ****** and Storage. I was told that if I packed and item and there was no physical damage to the box that was on me, and I agreed. I paid for a full replacement insurance policy with a $500 deductible. The cost of replacement of the refrigerator was $2805 and it was delivered today, Nov. 28, 2022. I wish to be reimbursed for the net cost. I spoke to the sales agent, he did not agree that the claim should have been denied. He agreed he never advised me that electronics would not be covered for moving, road *********************** Please help settle this claim. This is disappointing a large firm would deny claim.

  

  Business Response

  Date: 11/29/2022

  We are very sorry that the claimant had a negative experience with their claim process.

  This is not a "bait and switch" but the damage was concluded that carrier mishandling was not the issue. This is due to the inherent nature of the item. Electronics contain small and delicate parts that, sometimes due to the normal vibration of the van, become ****** or loosened and cause the unit to malfunction. This is considered inherent vice and as stated on the reverse side of the Bill of Lading is not covered by the valuation coverage. This is something that is unavoidable and not caused by mishandling.

  This type of item is covered only if there is physical damage showing signs of mishandling.

  Again, we are sorry for the frustration and inconvenience.

  Customer Answer

  Date: 11/29/2022

   I am rejecting this response because:
  
  None of this was explained to me in advance.  This is a bait and switch.  No one would purchase insurance if they knew this in advance.  Please discuss this with the sales rep and if he tells you and me on writing I was informed I will drop this.  If however he admits the truth I will expect to be reimbursed.  Shame on Allied Van Lines and **** ****** and storage for denying this claim.

  

  Business Response

  Date: 12/08/2022

  Again, this is not a bait and switch:

  the action of advertising goods which are an apparent bargain, with the intention of substituting inferior or more expensive goods.

  The carrier does not sell insurance but they do sell valuation coverage which is not a guarantee of payment for damaged/missing items. It must be confirmed carrier mishandling in order for acceptance. There are exclusions and unfortunately the carrier is unable to go over every fine detail when booking a move. The customer is welcome to review and ask any questions they may have.

  We are truly sorry the claimant had damage to their belongings, however there is nothing further than can be accomplished through the BBB website. The damage is excluded from coverage and we are unable to reverse the decision of the claim.

• Initial Complaint

  Date:11/23/2022

  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.

  Paid $13,400 for a move from ***********, ***** to **************. They falsely documented that majority of my furniture was damaged before loading. The driver showed up 9 hours late to load. His truck was full of garbage and wet blankets. The movers loaded everything very quickly, due to him being 9 hours late. Several of my furniture items were not wrapped at all, including 2 mattresses, a TV stand and a pool table. The driver sat in his truck the entire time during the load. It started raining and majority of my belongings were loaded wet. After loading my items sat in a parking lot in ******* for a week, I had an AirTag in my belongings to track them. Upon delivery the driver sat in his truck the entire time until unloading was complete. I was not provided with inventory sheets at loading or unloading so I was not able to check off if I received all of my items. Once we started unpacking we realized several of our items were missing, most likely stolen. Items missing include: 70 smart TV, Xbox, 20 Xbox games, 3 Xbox controllers, a projector, a receiver, and a shark vacuum. A lot of my furniture has been severely damaged including a TV stand, a queen *** frame, 2 bar stools, a pool table, a shuffle board table, a large doll house, washer and dryer, refrigerator, 2 stained mattresses, a stained rug, shampoo vacuum. Their customer service has been very poor. All the have said is to make a police report and file a claim.

  

  Business Response

  Date: 11/23/2022

  We are very sorry for the situation as the customer has described. It is never the intention of the carrier to cause such frustration with their relocation. It is not uncommon for the driver to stay in the truck and get caught up on paperwork etc while the loaders/unloaders perform the pickup or delivery.

  The claimant does need to contact claims at their earliest convenience ************, opt 2 to report their claimed missing items so they can get to work on a trace. **************** was correct to advise to contact the police department if they feel theft has taken place. The Claimant does need to get their claim filed so the carrier can get to work for a resolution.

  Again, we do apologize for the inconvenience but the claimant needs to move forth with the claims department as quickly as possible.

   

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  They have done nothing to help remedy the many issues I have encountered during my move. They have accepted zero responsibility for these issues and I do not want another person to go through what I have endured as a result of their poor business practices.

  

  Business Response

  Date: 11/23/2022

  Again, we are truly sorry for the inconvenience, however if the Claimant wants their claim addressed they need to contact the claims department at the number provided and get their claim and a trace started.

  While we realize this takes time out of their busy life it has to be done in order to get the claim process started.

  Unfortunately, nothing can be completed through this BBB website.