ComplaintsforSIRVA, Inc.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12th, 2024, I paid Central *** and Storage $16,714.84 to move my household belongings from *************************************************** to **************************************************************************. I elected a $250 deductible on the move itself, to cover any damage incurred. This insurance policy is administered by SIRVA, who is the subject of my complaint.Upon arrival (Jan 16 and 17) and unpacking of our contents, damage was discovered. I was advised by the mover to compile a list of all damages and send to the move coordinator. This required us to unpack all items before sending in the claim. On January 25th, I submitted the following items (along with pictures) as damaged:Electric Griddle - $65.00 Pottery statue - $50.00 Wax Burner - $25.00 Slashed pillow cases - $25.00 Slashed leather sectional sofa - $TBD by repair company Broken water supply line to refrigerator - $TBD by repair company The last 2 items are the most significant and their repair costs would take us over the $250 deductible. On January 25th, I received notification from Allied *** Lines that my claim (Ref# *****-4) had been received and would be assigned to an adjuster.On February 6th, I received notification from ***************************, a Claims Analyst from SIRVA. In this communication, **************** said she would forward to Justices Finishing Line, a third party company. On Feb 9th, Justices Finishing Line contacted me and scheduled a date to have an agent come to our house to inspect the damage. They arranged for a plumber to come inspect and repair the refrigerator, but had no info on the others items in my claim. I believe the plumber came out the week of February 19th. He needed to order a replacement part that took a week to come in. On March 6th, he came out to install the new part, but discovered another problem when he turned the water supply on.On March 7th, I was contacted by Justices Finishing Line, who told me that **************** (SIRVA) had contacted them to say the claim was being denied. Justices Finishing Line said they had everything they needed to do the repair, but could not go any further. They were confused by the stance of **************** as well, and suggested I call her. On March 8th at 11:56am EDT, I called **************** and left a voicemail message. I called again on March 18th at *****am EDT and left another message as I had not received any communication or response. I attempted to call again on March 19th and was advised to send **************** an email, as that is what we need to do when we have a question for her.It is now well over 60 days since my move, and there has been no communication from SIRVO regarding the handling of my broken items. I am seeking replacement reimbursement for those items with costs listed above, and repairs to be made on my sectional sofa and refrigerator. As of 12:05pm EDT on March 20th, I have still not heard from ****************.

  

  Business response

  03/20/2024

  We are very sorry the claimant had damages to report from their relocation. It looks as thought the claim is still in progress and the adjuster will be reviewing for resolution soon.

  The carrier has 30 days to acknowledge receipt of your claim and 120 days to resolve or make an offer of settlement. It appears we are well within that timeframe. We realize this may be frustrating and inconvenient, however the adjuster should be in touch soon.

  Best Regards

  Customer response

  03/20/2024

   I am rejecting this response because: This is a stock response without providing any type of actual answer.  The adjuster informed the 3rd party service company to stop work on March 7th.  No explanation was given to them.  I attempted to contact the adjuster multiple times as noted in the complaint.  Messages were left each time. I am left with no choice but to pursue legal options as no one at this company seems to want to take accountability and provide any type of answer. 
  
  
  

  

  Business response

  03/21/2024

  Unfortunately your response from your BBB claim will not result in an answer to your settlement.  The claim adjuster will need to provide that after review of your file. Your adjuster will be in touch once the file is reviewed with an answer for you. The adjusters work their claims in order of receipt and we are truly sorry that it may take a little time for resolution.

  Thank you for your patience while awaiting resolution of your claim.

  Customer response

  03/21/2024

   I am rejecting this response because:Still no resolution offered.
  
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva was hired to help me relocate from ******** to ********. They said that they had my items insured up to $120k for any damages during the move. After receiving my items in KY, my sectional sofa had major damages. They then sent a repairman to inspect the damages, and unfortunately he damaged the sofa even more to take pictures. Now they are claiming that the sofa was damaged before, which is inaccurate. They are also claiming that the sofa will be repaired for $102.58, which is inaccurate and I think the couch needs to be replaced. They also refused to pay for the floor damage their movers did to my house, and I ended up paying $360 out of my pocket to repair the floor. They also damaged a night stand that was less than a month old, and now wants to repair it, which I dont think will return to the original status. They also damaged the leg of a dining chair, and want to replace that leg, which will probably cause it to have different paint color than the rest of the dining room.

  

  Business response

  02/28/2024

  We are truly sorry the claimant had damages to report from their relocation. It is never the intention of the carrier to cause frustration and inconvenience to our customers.

  The sofa in question was not in the best of condition but the carrier did accept liability for the new transit damage and the claimant is correct that it can be repaired. The claimant can arrange repair with the repair specialist. If the repair should come in at a higher cost than the claimant was allotted the carrier will be billed.

  Residence damage must be documented on the paperwork at the time of load and/or the time of delivery. A residence is subject to damage on a daily basis with individuals coming in and out and therefore it is a requirement that residence damage be documented or reported immediately within 24 hours.

  The repair specialist has confirmed the damages to the night stand and dining chair can be accomplished to return the items to pre-move condition. If the claimant has the items repaired and is unsatisfied he can return to the claims adjuster for further review.

  Again, we are very sorry for the damages and do hope the claimant is getting settled comfortably in their new location.

  Customer response

  03/01/2024

   I am rejecting this response because: Sirva is still claiming that part of the damages to the sofa was made by me and that the sofa was repaired before, which is not true. They are also stating that the insurance adjuster or inspector is professional and wont cause additional damages to the furniture, which is not true as the inspector damaged the sofa further when he was trying to take pictures. 
  
  
  

  

  Business response

  03/11/2024

  We are very sorry for the frustration and inconvenience.

  The Claimant can request a review of the file with the adjuster and provide evidence to support their position. Unfortunately, we are unable to resolve the issue through this BBB site.

  Thank you,

  Customer response

  03/11/2024

   I am rejecting this response because:
  I provided pictures and evidence to prove each point I mentioned. For Sirva, they didnt provide any evidence or supporting documentation. They are acting like when there is a conflict and someone is wrong, but that wrong person is raising their voice so that no one would know that hes wrong. 
  
  

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SIRVA has not reimbursed us the owed equity from the sale of our home. They still owe us $2,101.19 from a tax refund from their miscalculation from our equity from the sale of our home. This company is engaging in fraudulent activity.

  

  Business response

  12/27/2023

  The amount at issue is related to the relocation sale of Mr.******** home. In a relocation transaction, ****************** sold the property to Sirva and Sirva disbursed the equity. Subsequent, Sirva sold the property to third-party purchaser with the equity from that sale disbursed to Sirva (as seller).
  
  Unfortunately, the closing attorney miscalculated the property taxes which impacted both Mr. ******** equity related to property tax calculation as well as Sirvas equity related to property tax calculation.Sirva has been in communication with the closing attorney regarding the miscalculation. Since the third-party buyer mistakenly was provided the benefit of the miscalculation, closing atty has attempted to collect back from the third-party buyer.
  
  It is Sirvas understanding the closing attorney will be sending amount at issue to Sirva. Accordingly, Sirva will proceed with sending the amount at issue to ***************** now would expect check to go out in next couple of business days.

  A representative will be in contact with ****************** once all is confirmed.

  Thank you

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had 5 interstate/cross-country moves. I have had a few scratches here and there but no claims. This was by far the worst move I have ever experienced. Allied/******* in *********** had a blatant disregard for my belongings. They threw them in the truck. I asked multiple times for my furniture to be padded but they would not. I have pictures of it all. They climbed on it (there are footprints on the sofas and chairs), put wet ladders on top of leather furniture, and did not secure anything. The dining chairs have legs ripped off. Dining chairs have holes in them from where other furniture legs went through them. Both drivers apologized and said they had never seen anything like it. In ***********, it took 10 hours to load because of an inexperienced crew. They missed the secondary pickup and showed up late the next day. Because they took so long and were in a hurry, I never received any paperwork on the front end of the move or was provided an opportunity to discuss additional insurance. The move was then delivered 10 days late. I communicated with customer service immediately about how my property was mishandled the day it was originally picked up and dozens of times since. About 70% of my furniture was damaged in transit. I filed a claim and maybe 40% of the furniture has been picked up for repair. I have asked for a report from the adjuster to understand what is happening with the rest of my furniture but they will not respond. On Sept 26 my adjuster, *************** said she was waiting for my report from the repair firm and then she would be happy to discuss it. I followed up on Oct. 9th and *** responded on Oct 13th saying that she just got the report but that she has to handle claims in the order she receives them and it might take a week or more to get to mine. That was the last time I heard from Sirva or ***************. I have sent follow-up emails on Nov. 8th, Nov 27th, Dec 1st, and Dec. 5th, and I have called and left phone messages on Nov. 15th and Dec. 7th.

  

  Business response

  12/07/2023

  We sincerely apologize for the frustration and inconvenience this relocation has caused and for the significant damage to your household goods. It is never the invention of the carrier to provide a service that is less than expected of a professional mover and for that we are sorry.

  So sorry that there has been a lack of communication since the middle of October. Although we are unable to process your claim through this BBB web site we have reached out to your claim adjuster and have asked that she get in touch with you as quickly as possible with an update to your claim status.

  Again, we are very sorry to inconvenience you in this manner.

  Thank you.

  Customer response

  12/14/2023

  I appreciate that the adjuster has responded and my claim/settlement is in process. I understand that my claim cannot be settled through the BBB. That said, I will not be satisfied until my settlement is complete.
  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sirva is the 3rd party insurance company that is supposed to be fixing and/or paying an insurance claim from a recent cross country move. Dunmer ********************* Moving uses Sirva to process their insurance claims for damage or broken items during a move. I filed a claim (claim 16185-3) with Sirva in October 2023 with all the appropriate supporting documentation. I have tried to call and email to get a status update on my claim but no one will return my calls or emails or come fix my broken items. I currently have a broken treadmill, table, and lamp that are all unusable.

  

  Business response

  12/06/2023

  We are very sorry for the frustration and inconvenience the customer is experiencing from their relocation and the damage that occurred.

  To clarify, SIRVA is not a 2rd party ****************** SIRVA is the parent company to Allied *** Lines and the Allied *** Lines Claims are processed through Allied *** Lines corporate office. SIRVA does not sell Insurance. The carrier sells valuation coverage.

  The Carrier has 30 days to acknowledge receipt of a claim and then has 180 days to offer settlement. 

  The damage claim was received by the Carrier on 10/13 and acknowledgement was sent to the customer on 10/19.

  There is an independent repair specialist assigned to assess the damage and it is my understanding there is an inspection scheduled for 11/14 to inspect the treadmill. Once that is complete the claim adjuster will review and process the claim

  Again we do apologize for the inconvenience and the claim process should progress fairly quickly once that inspection is complete.

  Customer response

  12/06/2023

   I am rejecting this response because: Sirva refuses to communicate with myself or third party vendors to fix my equipment and furniture. The treadmill vendor was onsite on 11/14 and promptly submitted a repair ticket with the needed repairs and has not had any response from Sirva since then. Sirva refuses to communicate or respond to emails or phone calls by either myself or their hired third party vendors. 
  

  

  Business response

  12/06/2023

  Again our apologies, as it does not appear anyone is "refusing" to communicate.

  After the inspection a report is sent to the claim adjuster.  The adjuster then completes their claims in order of receipt.

  I am certain resolution will be forthcoming soon.

  The adjuster has been asked to reach out.

  Thank you,

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired North American *** Lines to move our belongings. The movers were responsible for at $10,000 worth of damage and lost items. Sirva was the claims adjuster. Instead of paying ** for lost and damaged items, they came up with untrue and unsupportable excuses for why damage wasn't caused by the mover.

  

  Business response

  11/01/2023

  We are very sorry that the claimant had damage to report from their relocation. At this time it looks as though repairs are being made and the claim is still in progress. Once the claim is complete if the claimant has disputes they should as for a review of their file by the review board and provide evidence/reasons for the disagreement.

  We are sorry for the frustration and inconvenience this has caused.

  Thank you

  Customer response

  11/01/2023

   I am rejecting this response because: They are repairing a damaged sculpture and Lladro figurine. Otehr than that,  I don't know where they're getting hteir inforamtion from. They have refused to repair damaged furniture and to compensate us for items lost during the move. 
  
  
  

  

  Business response

  11/01/2023

  Again we are truly sorry about the damage and the claim settlement. The claimant has the right to have their file reviewed and provide substantiation and reasons as to why they dispute and the file will be reviewed.

  However the claimant is advised to wait until completion of the claim.

  Thank you

• Initial Complaint

  10/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sirva was contracted by my husbands employer for the home selling program. We went under contract around June 27th of 2023. We had to actively list our home for 60 days before they would purchase our home. There were many issues in that 60 days we had with them one being not following their procedures when ordering appraisers and second being their lack of communication and lack of responding when trying to get a hold of them. We had expressed our concerns prior to 60 days but we did not get a response for 2 weeks after. We had wanted them to buy our home at that time but no response. ***** later they finally got a hold of us so we could go through with the buyout. That was the only time we heard from them and they never followed up with the paper work like they said. Fast forward to end of September when we called multiple times a day for 2 weeks before we got a hold of someone and said we need this taken care of by then end of September. They said we needed to wire them $5000 for taxes. We did within a couple hours. They couldnt confirm for a few days due to systems being down. Once confirmed they said as if 9/29/23 they took ownership. Its has been 3 weeks now since we sent them money and they have yet to pay the mortgage like they said they would and the mortgage servicer has called us asking for payment and letting us know that soon well be reporting it which will hurt our credit. We have tried to contact all our reps with Sirva yet no one responds when its about when they are paying our house off.

  

  Business response

  10/20/2023

  In order to check into this we will need more information.

  Please advise the name of the transferee and the company he works for, we do not find a ************************************

  Also please provide the origin address.

  Thank you

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted through North American *** Lines/**** North American/***** to move our household belongings from **************** to Salem, ****. Sirva handles the claims for these companies. A small crew of movers moved quickly, and since it is just my wife and I, we were not able to be in every room to see how they were placing items. Once everything was out of the moving van, and either in rooms or in the garage, I sat down with the driver to complete the paperwork. At the bottom of the paperwork is a location to sign that there was either property damage or not at the destination. Since it is just my wife and I, there was no way we could go through and move everything that had been stacked against the walls, to see if any damage had been done. The driver told me that I did not need to sign that section, and that we would have 9 months to submit any claims for items or property damage. We did not sign the form. When we submitted the claim, reimbursement for the damage to the property was denied. The person working the claim told us that we had to have reported this within 24 hours, as stated on the form. Nowhere on the form does it state that property damage must be claimed within ************************************************************************ not. We provided this info to the agent, *******************, identifying that while she states it is the companys process, that in fact there is no place on the form that states this. The driver was fully in agreement that we not sign the portion of the form regarding property damage at the destination. We are asking for compensation for the damage caused by the movers to multiple walls. We do not feel it is a fair business practice to cause the homeowner, especially in a brand new home, that had absolutely *********** prior to the movers coming, to have to pay for these repairs. We have tried to resolve this respectfully with the agent, but have not had any success.

  

  Business response

  07/26/2023

  We are truly sorry that the claimant has issues to report from their relocation and their claim settlement. It is unfortunate but we cannot overturn the decision of the claims department and the claimant was advised of that. A residence is subject to damages every day with normal living so it is imperative that any damage to the residence be documented or reported immediately. The customer checkoff sheet was signed indicating no damage at delivery. Again, our apologies but we are unable to change our position.

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had to use sirva moving services for work moving from the west coast to the east coast and it has been the worst experience I have ever experienced when moving and wouldnt put this on my worst enemy. Im beyond confused how Sirva is still in business for the provide absolutely no help to any issue I have brought up. Just asking for an email or call follow up is beyond their abilities. Since my pick up I have been waiting for over a month for my belongings and with no contact or follow *** on what is to happen next. I cant tell you how much sirva is a terrible business and to tell ******* i habe contact to that driving a uhaul **** miles would be better than depending on sirva. If my things ever arrive to my place and there is anything missing or damage legal action will be made. This type of behavior as a business should not be tolerated and they should dissolve after how poorly they have dealt with my move.

  

  Business response

  07/25/2023

  Our sincere apologies for all the frustration and inconvenience this customer is experiencing.  It is my understanding that the account has been updated and that there is a delivery date set.

  Again, we are truly sorry.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used Allied ********* ******** a Sirva company, to arrange the move of my household effects from ********* to ********, ***********. I entered into a contract with them on September 27, 2022. Because I am a busy professional, I chose to pay extra for the full packing and unpacking service. In particular, the contract specifies: "Unpacking, unwrapping and removal of packing debris at the time of delivery." and "Delivery and unpacking (flat top service) included." I was charged *** ****** for the origin and destination services.Despite this clear and unequivocal undertaking in the contract, Allied ******** just dumped the 140 boxes at my premises and office. They did not unpack or unwrap anything. It took me two weeks to unpack the container load. Allied ******** only collected the moving debris nearly a month after delivery took place on 9 February 2023. *********************, Service Delivery Manager, ************* Services, ********, *********, acknowledged in her email dated 23 February 2023 to me: "As discussed, it is clear that our New Zealand team have failed to provide you with the unpack/unwrap and collection of debris service as per your contract. I apologise for the inconvenience caused. Please allow me time to review with Operations in regards to your refund request." I have heard nothing since from Sirva or Allied.I am demanding a refund of *** ***** for the portion of the services that I was charged and did not receive. This is an open and shut case of breach of contract. If I do not receive this refund from Sirva/Allied by the end of the month, I will submit this matter to arbitration proceedings in the ***** and will be claiming attorney's costs on top of the *** *****.

  

  Business response

  03/15/2023

  This complaint was forwarded to the ********************** of the organization and someone will be reaching out to the customer. Unfortunately, I am unable to respond through this site as we handle the domestic shipments.

  Thank you.

  

  Business response

  05/08/2023

  We have previously responded that the domestic claims are handled through this site.

  I once again have forwarded the information over to the ********* contacts who must address this complaint.  I have asked that someone be in touch.

   

  Thank you,

  

  Business response

  05/16/2023

  Attached correspondence with *****************,

   

  The background of the complaint is,

   

  • Customer has taken split delivery of shipment and then at the delivery of the second portion has signed all paperwork and relieved the team from the job
  • Two weeks later has advised Allied that the job is not complete and requested a disproportionate amount of money for the lack of unpack of cartons
  • At that point the import service delivery manager was in contact with the customer
  • Escalated to ******** branch manager who contacted the customer via phone and discussed and offered settlement of $200 NZD which was declined
  • Escalated to BBB and forwarded to ******* and I responded to ***************** who declined

   

  Which is where we are at now, new enquiry which I replied to ***************** yesterday met with the same response,

  Customer response

  07/19/2023

  Just to let you know that my claim against Sirva in the *********** ***************** under the Consumer Guarantees Act was successful, and I was awarded damages. 

*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. ↩